CRM
Customers, organisations and contacts, leads and opportunities, field sales, service requests and contracts, campaigns, projects and tenders, and the CRM reports.
54 articles
Customers and organisations
How the CRM fits together
The five records the CRM is built on - organisation, customer, contact, lead and sales opportunity - and how a prospect becomes a customer you can invoice.Add or edit a customer
Create a customer you can invoice - a person or an organisation - with contact details, sales rep, location, tax identity, credit terms, opening balance and contacts.See everything about a customer in the 360 view
Open one screen for a customer's balance and aging, credit use, sales trend, top items, opportunities, service requests, contacts, lifetime value and churn risk.Put a customer on hold, block or archive it, and control credit
Use the customer status to warn about, stop or hide a customer in sales, and the credit limit with the company credit policy to control credit sales.Organise customers into groups
Create the customer groups every customer belongs to - for example retail, wholesale or government - and keep the list tidy.Manage organisations and promote them to customers
Keep one record per company - identity, addresses, bank accounts, roles, people and hierarchy - and turn a prospect into a customer when it is ready to buy.Keep track of the people you deal with
Add contacts, link them to customers and organisations with a role, choose the primary contact, and keep their history when they change employer.Record the customer's sites
Keep each place where a customer has your products installed - its address and map pin, access notes, contacts, equipment, covering contracts, open requests and visits - on one page.Keep a register of customer equipment and warranties
Record the systems and devices installed at each customer site, with serial number, manufacturer, model and warranty dates, import them from a spreadsheet, and see which warranties are ending.
Leads and opportunities
Record and work a lead
Add a lead, log calls and meetings on its timeline, schedule follow-ups, assign leads to reps in bulk and close the ones that will not buy.Convert a lead into a customer
Turn a qualified lead into a customer or an organisation, open a sales opportunity in the same step, and avoid creating duplicate companies.Move leads through the leads pipeline
See every lead as a card in its stage, drag it forward as it progresses, and give a reason where the pipeline asks for one.Track a sales opportunity
Record a possible sale with its amount and probability, move it through the stages, and keep competitors, scope, team and quote requests on one page.Manage deals on the opportunities pipeline
See open deals as cards by stage with the pipeline totals above them, drag a deal forward, and reopen closed deals the right way.Close an opportunity as won or lost, put it on hold or reopen it
Record the outcome of a deal with the reason and the competitor, pause or cancel a deal that is not moving, and reopen a closed deal when it comes back.Request pricing from pre-sales and turn it into a quotation
A rep asks the pre-sales team to price an opportunity; pre-sales claims and prices the request; the rep turns the priced request into a sales quotation.
Tasks and field sales
Plan and complete tasks, calls and visits
Keep every call, meeting, visit and to-do in one list, complete it with the outcome, reschedule it, and work the call list of a campaign.Work your route on the field sales screen
A phone-friendly screen for reps - today's leads, customers and deals with their follow-ups, a GPS check-in for every visit, dictated notes and quick lead capture.Follow your month on the sales scorecard
See your open pipeline, what you have won against your monthly target, your tasks and the leads you added this month - and, for managers, any rep's scorecard.
Customer service
Log and resolve a service request
Record a customer's complaint or request, see which SLA and coverage apply, move it through its statuses with a note at each step, and schedule a visit when someone has to go on site.Set service levels (SLA policies) and follow the alerts
Define how fast your team must respond to and resolve service requests, choose which requests each policy covers, and watch compliance and alerts.Manage customer contracts, renewals and service coverage
Record a contract with its dates, value and billing, approve it, renew or terminate it, and turn it into a service contract that covers sites and equipment and sets the SLA.Schedule and follow service visits
See every planned and ad-hoc visit to customer sites in a table or agenda, schedule a visit, reschedule or reassign it, and read the visit report with its checklist, photos and sign-off.Plan recurring maintenance with checklists
Set up a maintenance plan on a service contract's site - how often, by whom, against which checklist - and let the system create the visits ahead of time.Carry out a visit as a technician (My visits)
See the visits assigned to you, check in on site, answer the checklist, attach photos, record the findings and the customer's sign-off, and complete the visit.
Marketing
Plan and run a marketing campaign
Create a campaign with its channels, dates and budget, add leads, contacts and customers as members, follow each member's response and generate call tasks for telemarketing.Send a campaign e-mail to its members
Send one e-mail template to all, new or engaged members of an active e-mail campaign, with each member's details filled in and members without consent skipped.Prepare e-mail templates
Write reusable e-mails for leads, opportunities, customers or any record, with variables that fill in each recipient's details when a campaign sends them.Send an e-mail and review the outbound e-mail history
Write an e-mail to a lead, customer or contact from the CRM, link it to their record, and see every e-mail the CRM has sent, including campaign e-mails, with its status.Measure satisfaction with surveys
Build a CSAT, NPS, CES or custom survey, e-mail it to a customer's contact with an expiry date, and follow the response rate and each person's answers.Record marketing consent and do-not-contact requests
Record who agreed to or objected to marketing on each channel, block an address with do-not-contact, and understand which campaign members are skipped and why.
Projects and tenders
Track projects, their packages and the people who influence them
Record a project before it is tendered, split it into packages that are bid separately, map the parties and decision makers, and follow every opportunity on it.Manage a tender from preparation to award
Create a tender on an opportunity, track its key dates and submission checklist, log clarifications and addenda, attach bonds, and record the outcome.Keep a register of bank guarantees
Record bid, performance and advance-payment guarantees against a tender, award or service contract, follow their expiry, and record issue, extension, release or claim.Prepare, approve and send priced offers with revisions
Build a priced offer on an opportunity, send it for internal approval, record that it went to the client and the client's answer, keep revisions, and turn it into a sales quotation.Approve or reject offers and awards waiting for you
One inbox for every offer and award waiting for your decision, with the figures you need to decide, approval in steps, and a required reason when you reject.Turn a won deal into an approved award and hand it over
Record the contract you won, review it against the offer, plan the payment milestones, get it approved, hand it over to operations and track variations and guarantees.
Reports and analytics
Track field visits by rep, day and place
See every rep's visits and field activity, with counts by day and by rep, a map of where each visit took place, the notes and outcomes, and an export.Segment customers by buying behaviour (RFM)
Group your customers by how recently, how often and how much they bought over the last 12 months, and see who your champions are and who is slipping away.Find your most valuable customers and those at risk of leaving
Calculate each customer's lifetime value and churn risk from your sales invoices, see the totals and the customers at risk, and plan retention campaigns.See what needs attention on the projects dashboard
One page of tiles for pipeline, tenders and offers, awards and backlog, and after-sales - each tile opens the list or report behind it.Read the projects reports and set sales targets
Hit rate with loss reasons, backlog of awarded work, everything about to expire, contract renewal rate, and targets per person, metric and period with their attainment.
Settings and data
Configure the CRM for your company
Set how leads are converted, who sees tickets and contracts, the automatic reminders, offer and award rules, service visit timing, marketing consent, the credit-limit policy and data retention.Set up tender checklists, offer approval rules and pre-sales integration
Keep the checklist copied onto every new tender, decide which offers need sign-off and by whom, and manage the machine accounts a pre-sales system uses to exchange quote requests and offers.Set up the stages and rules of your sales pipelines
Define the stages leads and opportunities move through, with names in both languages, colours, order and probability, and decide which moves are allowed and which need a reason.Add your own fields to leads, opportunities, contacts and customers
Capture the details your business needs - a project size, a contract number, a preferred branch - as custom fields on CRM forms, with filters on the lists.Manage the CRM pick lists
Keep the options users pick from - lead sources, industries, organisation roles, address types, win and loss reasons, company sizes, territories, customer tiers and ticket channels - in both languages.Set up service request categories and statuses
Create the categories that sort your service requests and the statuses they move through, and mark the waiting statuses that pause the SLA clock.Design the service request workflow (ticket routing)
For each category, decide which status a request opens in, which moves are allowed and which ones close it, draw it on the workflow diagram, and organise your service team into groups.Import customers from Excel
Create many customers at once from a spreadsheet, with their group, contact details, credit terms and opening balances, and fix the rows that were refused.Import leads from a spreadsheet
Load a list of prospects - from an exhibition, a purchased list or an old system - map its columns to lead fields, skip duplicates and add the leads to a campaign.Import opportunities from a spreadsheet
Bring your open deals into the CRM in one step from Excel or CSV, with their amounts, stages, probabilities, owners and dates.Find and merge duplicate organisations
Review groups of organisations that share a tax number, registration, name, phone or e-mail, choose the record to keep and merge the others into it.Handle personal-data requests
Record a person's request to see, correct, erase, object to or restrict the use of their data, export what the CRM holds about them, and close the request within 30 days.
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