CRM (Customer Relationship Management)

Manage contacts, companies, leads, and sales activities.

Overview

The CRM module helps you:

• Track contacts and companies
• Manage sales pipeline
• Log activities and interactions
• Forecast revenue

CRM Dashboard

The dashboard displays:

• Pipeline overview
• Lead value by stage
• Activities due today
• Recent interactions
• Win/loss metrics

Contacts

Adding a Contact

1. Enter contact details:

• First and last name
• Email and phone
• Job title
• Associated company
• Address

Contact Profile

Each contact record includes:

Importing Contacts

1. Download the CSV template
2. Fill in your data
3. Upload the file
4. Map columns to fields
5. Complete import

Companies

Adding a Company

1. Enter company details:

• Company name
• Industry
• Website
• Phone and email
• Address
• Employee count

Company Profile

View and manage:

Company Hierarchy

Link parent and child companies for:

• Corporate group structures
• Franchise relationships
• Regional divisions

Leads (Opportunities)

Creating a Lead

1. Enter lead information:

• Lead title
• Value and currency
• Expected close date
• Stage
• Contact and company
• Probability
• Notes

Lead Stages

Default stages (customisable):

Pipeline View

1. View leads as Kanban board
2. Drag leads between stages
3. See value totals per stage
4. Filter by owner, date, or value

Moving Leads

To update lead stage:

1. Open the lead
2. Change the stage dropdown
3. Or drag in pipeline view
4. Add notes about the change

Weighted Value

Leads show weighted value based on probability:

• $10,000 lead at 50% probability = $5,000 weighted
• Helps forecast expected revenue

Lead Assignees

A lead can carry assignees alongside its owner. Assignees count as co-owners for access - they can view and edit the lead and link activities to it - so a shared opportunity doesn't depend on one person's record permissions.

Capturing Leads from Your Website

Your website can post enquiries straight into CRM as leads, so a form submission arrives in the pipeline rather than an inbox. Ask your administrator to wire the intake endpoint into your site's contact or enquiry form.

Quotes and Orders

Leads now run through to the money end of the pipeline: lead → quote → order.

Quotes

1. Email the quote to the customer
2. When the customer accepts, the quote converts to an order automatically and the lead moves to its won stage

Quotes cascade with their lead, and can be archived off the working list once they're no longer live.

Orders

Orders track what was actually sold and what's been billed:

• Filter the list by one or several statuses at once

Where an order carries memberships, those memberships follow the order's lifecycle - active while the order is open, ended when it completes.

Activities

Activity Types

Logging an Activity

1. Open a contact, company, or lead

1. Select activity type
2. Enter details:

• Subject
• Date and time
• Duration, or time tracked against the activity
• Priority
• Status
• Assignees - an activity can be assigned to more than one person
• Notes and outcome

1. Save the activity

Activities can be archived once they're done with, and the list can be ordered newest-first if that suits how you work.

Scheduling Activities

1. Create an activity with future date
2. Set a reminder
3. Appears in your calendar
4. Get notifications when due

Activity Timeline

View chronological history:

• All interactions with a contact
• Lead progress and touchpoints
• Team collaboration notes

Lead Documents

Linking Documents to Leads

1. Open a lead

1. When document is signed, lead can auto-update

Contract Workflow

1. Add lead contact as signer
2. Send for signature
3. Lead moves to "Won" when signed

Once a lead is won, the contact and company carry over naturally into your billing - set them up as a customer in Accounting to start invoicing.

Reports and Analytics

Pipeline Reports

• Leads by stage
• Value by stage

• Average lead size

Activity Reports

• Activities by type
• Team activity metrics
• Response times
• Follow-up rates

Forecasting

• Revenue forecast by period
• Weighted pipeline value
• Win probability analysis
• Expected vs. actual comparison

CRM Settings

Customising Stages

1. Add, edit, or reorder stages
2. Set probabilities
3. Mark win/lost stages

Custom Fields

Add fields specific to your business:

1. Create new field
2. Select field type
3. Apply to contacts, companies, or leads

Contact Sources

Keep your own list of where contacts came from - referral, website, event, campaign - under CRM settings, rather than working from a fixed list.

Archiving

Leads, quotes, orders, activities and several other records can be archived off the working list instead of deleted. Archived records stay searchable and reportable, and your administrator can set archiving to run nightly against your own rules.

Integrations

Connect CRM with:

• Calendar (sync meetings)
• Documents (contract workflow)

Tips

• Log activities consistently for accurate history
• Update lead stages promptly
• Use probabilities realistically for forecasting
• Link related contacts and companies
• Set follow-up reminders to stay engaged
• Review pipeline weekly with your team