Different jobs, one customer
The customer does not experience two systems. They experience one company that either remembers them or does not. Splitting the record in two creates the classic failure: sales promised something the crew never heard about.
Where the handoff breaks
- The sold scope is not what appears on the work order.
- Site notes and photos stay in the salesperson's phone.
- Scheduling never learns the job is ready to book.
- Billing invoices the quoted amount, not the completed work.
What 'one record' means in practice
The same identifier follows the customer from first call to final payment. Nobody re-enters an address. Nobody asks which system is correct. Every department reads and writes to the same thread.