CRM (Customer Relationship Management)

Manage contacts, companies, leads, and sales activities.

Overview

The CRM module helps you:

Track contacts and companies
Manage your sales pipeline, from lead to quote to order
Log activities and see everything that has happened with a customer in one timeline
Forecast revenue

Send quotes for signature - see Documents & Signatures

Contacts and companies sit under their own Contacts menu, so the rest of Mployr can use them too. Leads, quotes, orders and activities are under CRM.

CRM Dashboard

CRM > Dashboard displays:

Contacts and Companies - how many you have, with companies split into customers, prospects, suppliers and partners

Pipeline - open pipeline value, and open leads by stage

Lead Conversion - leads won against leads created over the last 7 days, 30 days, 90 days or 12 months, as a count and as a value, with your average won deal. Leads you declined are shown separately and kept out of the rate

Pipeline Value - total, open and average lead size

Activities - how many are on track and how many are overdue

Recent contacts, open leads and upcoming activities

Contacts

Adding a Contact

Navigate to Contacts > Contacts

Click Add Contact

Enter contact details:

First and last name
Email and phone
Job title
Company
Status (active or inactive - see Do Not Engage below), type (lead, prospect, customer, supplier, partner or other - pick as many as apply) and source

Mployr checks the name, email and phone for someone already on file before it creates the contact. On Add Contact you can Go Back to use the existing contact, or Create Anyway. When you add a new contact from inside a lead, you can use the contact you already have, or update it with what you just entered, instead of creating a duplicate.

Scan Business Card on the Contacts list (or on a new contact) reads a business card from your camera or a photo and fills in the empty fields - matching the company, or offering to add it - and warns if the person may already be on file. The card is attached to the contact once you save it.

People and companies you're still prospecting are listed too. On Contacts > Companies, pick Prospect in the All Types filter to see just the prospect companies. On the Contacts list, the Type column shows which people are prospects.

Contact Profile

Each contact record includes:

Contact Information - details, company, and their LinkedIn profile

Leads - Associated opportunities

Timeline - everything that has happened with them (see Activity Timeline below)

Activities - Interaction history

Custom Fields and Notes

LinkedIn message on a contact helps you write a LinkedIn message or connection request note - type it yourself, or describe what it's about and click Draft with AI. LinkedIn doesn't let other apps send messages, so Copy & open LinkedIn copies the text and opens their profile for you to paste and send, and I sent it - log it records it on the contact's activities. Enrich looks for details you're missing - a phone number or email from the contact's company, the company that matches their email address, and a profile photo - and lets you tick the ones to apply.

Do Not Engage

Click Do not engage on a contact's or a company's page to mark someone you mustn't contact, and give the reason - it's required, because it's what your colleagues will read. Click Mark do not engage to save it. A red banner across the top of their page then shows the reason and who marked it when, a contact at a marked company carries the company's banner, and the lists show a Do not engage badge in place of the status. A marked contact or company can't be picked for a new lead, and the mark and its removal are kept on the Timeline. Whoever can edit the record can click Lift to remove it.

Importing Contacts

Existing contacts can be brought in from a CSV file while your business is being set up - the CRM part of setup has an optional Import Contacts step that maps your CSV columns to contact fields. Once you're up and running, add contacts with Add Contact.

Companies

Adding a Company

Navigate to Contacts > Companies

Click Add Company

Enter company details:

Company name, website and industry
Phone and email
Address - start typing and pick the match, or type it in full
Status
Company types - customer, supplier, partner, prospect or insurer

For customers and suppliers, add business details such as ABN and shipping address, a customer code or a supplier code. A mistyped ABN is caught when you save

Payment terms, a customer's credit limit and a supplier's bank details are accounting information. Those fields only appear for people whose role lets them see invoices, and nobody else can change them.

A company created without payment terms starts on your business's default invoice terms (Default Payment Terms in Accounting settings), and invoices for that customer are due on its terms.

Company Profile

View and manage:

Contact Details

Company Structure - the registered entity behind the company: legal name, entity type, ABN, ACN and any trustee, with the full legal name ready to copy onto an agreement. Check ABN asks the Australian Business Register whether the ABN is Active or Cancelled and whether the company is registered for GST - if the register has it under a different name you'll be told, and the name you recorded is kept

Payment Details - payment terms, credit limit and bank details, with what the company has ordered, been invoiced and paid - shown only to people who can see invoices

Trading Names - inside the Company Structure card

Contacts - People at this company

Leads, Orders and Memberships

Products & services - for a supplier, what they charge you for your own catalogue items (see Products, Services & Inventory)

Tasks linked to the company

Timeline - everything that has happened with the customer

Activities - Interaction history

Time - everything tracked for the company across its orders, projects, linked tasks and CRM activities, billable and non-billable

Notes and Custom Fields

Enrich on a company looks it up on the Australian Business Register and on its website, then offers what it found - ABN and entity type, phone, email, address, industry, social links and an icon. Tick the fields you want and click Apply Selected - what the register says fills in the Company Structure card, and business names can be added to its trading names. It works best once the company has an ABN or a website.

Drag the company's cards into the order you like, or choose which show with Show Cards.

Deleting or Merging a Company

A company that still holds records - invoices, bills, orders, quotes, a project or a Xero contact, for example - can't be deleted. Mployr tells you what it still holds: archive it instead, or, if it's a duplicate, ask support to merge it into the company it duplicates. A merge moves everything onto the company that stays. Deleting several companies at once deletes all of them or none, and names each one that can't go. Contacts, leads, activities and notes don't stop a delete.

Leads (Opportunities)

Creating a Lead

Navigate to CRM > Leads

Click New Lead

Enter lead information:

Lead title

Contact and company - a contact is required. Picking a contact fills in their company, and picking the company first narrows the contact list to that company's people. Add Other Contacts if more than one person is involved

Stage
Lead value, and how often it recurs - one-off, weekly, fortnightly, monthly, quarterly or annual
Probability
Expected close date
Activation date (see Future Leads below)
Notes
The team members assigned to it, and any products or services involved

Lead Stages

Default stages (customisable):

New - Initial interest

Qualified - Confirmed opportunity

Quote - Quote/proposal sent

Negotiation - Terms being discussed

Won - Lead closed successfully

Lost - Lead not proceeding

Declined - Work you chose not to take on

Pipeline View

CRM > Leads groups your leads into Open, Future, Won, Lost and Declined sections:

See the open total, and a Pipeline Distribution bar showing how your open value splits across stages

Search, and filter by status, value or assignee

Show or hide columns - including Annual Value, which puts recurring and one-off leads on the same yearly footing

Use Export CSV and Import CSV to move leads in and out

Undo at the top of the Leads, Quotes, Orders and Activities lists - or Ctrl+Z - puts back a stage or status, assignees, or archiving you've just changed, on one record or the ticked ones. It doesn't run your automations again, and leaves alone a record someone else has changed since. Completing or cancelling an order, accepting or declining a quote, and deleting can't be undone. The Contacts and Companies lists have Undo too.

Moving Leads

To update lead stage:

Open the lead and change the stage at the top
Or click the stage badge on the leads list and pick a new one

Moving a lead into a won stage from the leads list offers to create an order from it. On the lead itself, click Convert to Order

Add notes about the change in the lead's Notes

Every change is recorded in the lead's History.

Weighted Value

Leads show weighted value based on probability:

$10,000 lead at 50% probability = $5,000 weighted
A recurring lead is weighted on its annual value - $1,000 a month at 50% is $6,000
Helps forecast expected revenue

Future Leads

Set an Activation Date when a lead shouldn't be worked yet - for example, the prospect is on a contract or membership with another provider that ends then. The lead sits under Future until that date, then moves into the open pipeline by itself.

Declining a Lead

Declining is for work you turned away, rather than work the client took elsewhere. Declined leads are reported separately from won and lost, and their value stays out of your won and lost totals and out of the conversion rate.

Open the lead (or use the row menu on the leads list) and click Decline

Pick a reason from your list - some reasons also ask for a short explanation

Click Decline lead

The lead moves to your Declined stage, and who declined it and when is recorded on the lead and in its history. Undo Decline puts it back into the pipeline. Choosing a declined stage from the stage list asks for the reason too.

Deleting a Lead or Marking it as Spam

People allowed to delete leads see two more buttons on the lead's page:

The bin button deletes the lead, after asking

Spam is for junk that came in through a web form. Its dialog lists what will go - the lead, its activities and notifications, and the contact and company it brought in - and what stays, with the reason (a contact or company already in your CRM before the lead, or used on another lead or an invoice, is kept). Click Mark as spam to delete them together

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.

Quotes and Orders

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

Quotes

Open a lead and click Create Quote, or go to CRM > Quotes and click New Quote. Picking a lead on a quote fills in its contact and company, and picking a contact fills in their company

Build the quote from your products and services catalogue

Pick your Terms & Conditions from your saved templates, or write custom terms - and save them as a template for next time

Add the people who need to sign under Signatures

Send the quote to the customer by email

Once everyone has signed, the quote is accepted. You can also click Accept when the customer says yes another way. An accepted quote becomes an order automatically, unless you've switched that off in CRM settings - then use Convert to Order on the quote. Every line needs a start date before a quote can become an order - if one is missing, the quote is still marked accepted and Mployr tells you which lines to fix. Decline records that the customer turned it down, with an optional reason, and Duplicate starts a revised version.

When a quote is accepted, its owner gets a Quote accepted notification - unless they recorded the acceptance themselves.

Quotes 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:

Activate billing - on an order with a company, Activate billing creates a draft invoice for the one-off items you tick and a recurring schedule for each billing frequency. Items you leave unticked stay on the order to invoice later. It's offered when your business uses Accounting, and an order you complete without activating asks about it

Billing status on every order, with a filter so you can work the unbilled ones. Once billing is activated, the order's Billing card lists its line items, recurring schedules and invoices - and, for people who can see invoices, what's been invoiced, collected, outstanding and left to bill

Invoice in parts - Create invoice on the Billing card's line items lets you tick what to bill now, leaving the rest on the order for later. Marking an order completed while items are still unbilled asks first, and offers to raise the final invoice

Price increases - the Billing card shows each schedule's price increase and when it next rises

Time - time tracked to the order, or on a project you link to it, with billable hours shown separately. Click Link project on the order's Time card, or link the order from the project's own header (see the Projects guide). You need to be able to edit both the order and the project. A project delivers one order at a time - linking it to another order moves it, and its tracked time with it

Billing tracked time - an hourly service added to an order line is priced Per Hour. On a draft invoice raised from the order, Fill hours on the invoice's Time Tracking card fills that line's hours from the order's unbilled tracked time (for an invoice from a recurring schedule, the time in its period). Approving or sending the invoice marks the time billed so it can't be billed twice - unless Mark tracked time billed when an invoice is issued is off in Accounting settings

Documents - click Attach file on the order's Documents card to keep the signed services agreement and other files with the order. Anyone who can see the order can download them; people who can edit the order can attach, rename and remove them. A new file shows Processing for a moment while it's checked

Effective-dated variations when the scope or price changes part-way through

Archive to move completed orders off the working list

Filter the list by one or several statuses at once, and by billing type or billing status

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

Activities

Activity Types

Call - Phone conversations

Email - Email correspondence

Meeting - In-person or virtual meetings

Task - To-do items

Note - General observations

LinkedIn - Messages sent through LinkedIn

Logging an Activity

Go to CRM > Activities and click New Activity - or use Log Activity from a contact or company

Select activity type
Enter details:

Subject and description
Due date and time
Priority
Status
The lead, contact and company it relates to
Assignees - an activity can be assigned to more than one person

Save the activity

Start a timer on an activity from My Tasks to track the time it takes. Activities can be archived once they're done with. The list shows what's due next first - click a column heading to sort it another way.

Scheduling Activities

Create an activity with a future due date
Assign it to the people doing the work

It appears in each assignee's My Tasks, alongside their project tasks

The CRM dashboard shows which activities are on track and which are overdue

Activity Timeline

Every company and contact has a Timeline card - everything that has happened with that customer, newest first:

Calls, meetings, notes and LinkedIn messages
Do not engage marks, and when they were lifted
Emails sent and received, from the mailboxes you can open
Lead, quote, order and invoice updates, and payments
Tasks for the customer, and notes on those tasks

Use the chips at the top to show only the kinds of entry you pick. Busy days fold repeated entries into a single row. You only see entries from the areas your role can open.

Contracts and Signatures

Signing a Quote

Open the quote, or add signers while you write it

Under Signatures, click Add Signer - the quote's contact is offered first

Click Send Signing Requests

When everyone has signed, the quote is accepted and, unless you've turned that off, becomes an order

The Signatures card shows to people who can edit the quote. Signing requests come from Mployr, so they reach the customer even if your business doesn't use Email - Send emails the quote itself from your business's connected mailbox. Staff who sign are reminded automatically; a customer is only reminded once an admin turns on Remind customers who haven't signed on the Signatures page (it's off to start with).

When everyone has signed, the quote's owner is emailed the signed copy, and the signed copy stays on the quote as the evidence behind the order. The lead itself doesn't move when the quote is accepted - update its stage when you're ready. For other contracts, create the document from a template and send it for signature (see Documents & Signatures).

After the Sale

Once a lead is won, there's nothing to re-key for billing - its company is the customer you pick on an invoice in Accounting, and its order can be billed from the order itself.

Reports and Analytics

Pipeline Reports

Leads by stage, and open pipeline value, on the CRM dashboard

Conversion rates - including the value converted, not just the percentage

Average lead size

Ready-made reports in Reports & Analytics: Sales Pipeline, Leads Closing This Quarter, Won Deals (YTD) and Open Orders, plus company and contact lists

Activity Reports

Activities on track and overdue, on the CRM dashboard
Each customer's activity history on their Timeline

Forecasting

Revenue forecasts built from your lead pipeline, under Accounting > Budgets & Forecasting

Weighted pipeline value, on the leads list and each lead

Website Analytics and Campaigns

Marketing > Website Analytics shows who visits your websites, where they come from and what they do - and which of them are your CRM contacts.

Click Add website and enter its address

Click Install and paste the one-line snippet into the head section of every page of your site

Open Statistics to see visitors, pages, traffic sources, audience, events, goals and live activity

Page views, traffic sources, campaign tags, devices, location, time on page, form submissions and phone and email clicks are recorded automatically. When a visitor gives you their email - signing in, a newsletter sign-up, or any form with Capture form emails switched on in the site's settings - their browsing history, past visits included, is linked to the matching CRM contact.

Each campaign in Marketing > Campaigns shows its Website results - visits and conversions from links tagged with the campaign. Build tagged links in Marketing > Tracking Links and pick the campaign they belong to.

CRM Settings

Customising Stages

Go to CRM > Settings

On the Leads tab, find Lead Stages

Add, edit, or reorder stages
Mark won, lost and declined stages

The Leads tab also holds your Lead Sources and your Decline Reasons - add, rename, reorder and recolour reasons, mark the ones that need a written explanation, and deactivate any you no longer use. A reason already used on a lead can't be deleted, so past leads keep their reason. Its Website Leads card sets the Owner of new website leads that arrive from your website forms (or leaves it automatic - your longest-standing admin) and who to Also notify.

The Quotes tab sets quote statuses, numbering, your Terms & Conditions templates, and the quote workflow - which stage a lead moves to when a quote is created or sent, and whether an accepted quote raises its order. The Orders tab sets order statuses and the order number prefix.

Custom Fields

Add fields specific to your business:

Go to Contacts > Settings

Choose the Contacts or Companies tab

Click Add Field

Select field type

Contact Sources

Keep your own list of where contacts came from - referral, website, event, campaign - under Contacts > 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. On the Auto-archive tab of CRM > Settings you can have completed activities, closed leads, finished quotes and closed orders archived nightly - activities once they've been completed for the number of days you choose, and the others once they've sat untouched for that long.

Integrations

Connect CRM with:

Email - emails with a contact appear on their Timeline (see the Email guide)

Documents & Signatures - quotes and contracts sent for signature

Accounting - orders are billed through invoices, on the customer's payment terms

Automations - trigger work from lead, activity, quote and order events

Tips

Log activities consistently for accurate history
Update lead stages promptly
Use probabilities realistically for forecasting
Record why you declined a lead - the reasons show where you're turning work away
Link related contacts and companies
Set follow-up due dates so activities land in My Tasks
Review pipeline weekly with your team

In this guide