Daily use · 7 articles

Customers

A customer in Navigator is an NDIS participant whose plan management your organisation has taken on. This section covers the customer record, their plans, and the day-to-day of looking after them.

At a glance

The customer journey

From first enquiry through to active plan management. A customer moves through these stages as onboarding progresses.
1
Prospect
A referral or enquiry — not yet signed on.
2
Welcome
Welcome email sent, inviting them to onboard.
3
Agreement
Service agreement reviewed and accepted.
4
Endorsement
Your team endorses and sets them up.
5
Active
Plan management is fully under way.

Jump in

Get started quickly

The three things your team does most often with customers. Start here if you're new.
The basics

Understand the customer record

Statuses, onboarding stages, key fields, alerts, and churn risk tracking.

Read the overview
Daily workflow

Work a customer record

The profile layout — sidebar, main area, and how to reach everything that connects in.

Tour the profile
Funding

Record a customer's plan

Add funding, categories, budgets, and understand how Navigator tracks spend.

Set up funding

Browse by topic

All articles

Organised the way your team thinks about customer work.
Basics
1 article
The record
1 article
Plans & funding
3 articles
Approvals
1 article
Documents
1 article

In a hurry?

Common questions

Resend the onboarding email Change a customer's status When do budget alerts fire? Customer can't log in