For many Australian small and medium businesses, customer information is scattered across a spreadsheet, an inbox, an accounting system and someone’s memory. A CRM brings it together so that anyone in the team can see who a customer is, what they bought and when you last spoke. Mailpro’s contact management is designed for businesses whose main customer communication is email and SMS: it keeps your records, segments and consent status in the same place you send from.
What Mailpro’s contact management does
- One record per contact, with standard and custom fields such as state, postcode, customer type or last purchase.
- Tags and segments to group contacts, such as “trade customers in WA” or “attended the Brisbane workshop”. See tags.
- Consent and unsubscribe status stored with the contact, and respected across email and SMS.
- Imports and exports from spreadsheets, online stores and other tools.
- Activity history: which emails a contact opened and which links they clicked.
- Automation triggered by changes, for example sending a welcome email when a contact is tagged as a new customer.
Useful segments for Australian businesses
- By state or territory, to schedule sends in AEST, ACST or AWST and promote local events.
- Metro versus regional, for delivery times, freight costs and store visits.
- Business versus consumer, since EOFY and tax-time messages suit business buyers.
- Preferred language, if you communicate with customers in more than one language.
- Consent source, so you know which contacts gave express consent and which rely on an existing relationship.
A CRM is also a privacy responsibility
Your CRM is where most of your customers’ personal information lives. If the Privacy Act 1988 applies to your business (generally, turnover above $3 million, plus some smaller businesses such as health service providers), the Australian Privacy Principles require you to collect only what you need, keep it accurate, protect it and let people access or correct it. The Notifiable Data Breaches scheme means a serious breach must be reported to the OAIC and to affected people.
Mailpro stores contact data in Switzerland on its own private infrastructure, outside US jurisdiction, with TLS 1.3 encryption in transit, and never sells or rents it. For APP 8, which covers disclosure of personal information overseas, that gives you a clear answer about where the data is and which laws protect it.
Keeping opt-outs in sync
Several recent ACMA penalties came from opt-outs that were recorded in one system but not in the tool that sent the next campaign. In 2026, Tabcorp paid more than $2.7 million after marketing reached customers who had unsubscribed (ACMA). If you use more than one system, import unsubscribes into Mailpro before each campaign, or connect them through the API.
Is it the right CRM for you?
If you need complex sales pipelines, quoting and forecasting, a dedicated sales CRM may suit you better, and you can connect it to Mailpro for sending. If your priority is keeping customer contacts organised and communicating with them by email and SMS, Mailpro covers it in one place. Not sure what a CRM involves? Read what is CRM, or see how contacts power automated emails.