The CRM module provides a centralized platform to track customer interactions, manage quotes throughout their lifecycle, and nurture leads and opportunities. With features such as contact management, sales and order management, customer service and support, marketing automation, and robust reporting and analytics, the CRM module enables businesses to streamline their sales, marketing, and customer service operations.

Workflow

The module allows businesses to maintain a comprehensive database of customer contacts, including their personal information, communication preferences, and history of interactions. It enables efficient management of customer data, ensuring accurate and up-to-date information.

The CRM module supports lead conversion workflows to effectively convert potential customers into paying customers. When a lead shows interest and meets specific criteria, it can be converted into an opportunity within the CRM system. The workflow triggers actions such as assigning a sales representative, scheduling follow-ups, and providing relevant product information.

Once converted, a sales representative generates a quotation for a potential customer. Within the quotation, the sales representative enters the relevant details, including product or service information, pricing, quantities, and any applicable discounts or terms. The system may also provide templates or predefined configurations to streamline the quotation creation process.

Once approved (e.g., by a manager), the quotation is generated as a PDF attachment and sent directly to the customer's email address. The system allows tracking the progress of quotations' follow-up cycle from their initial delivery to their final resolution as either won or lost using a sales funnel. In this phase, customer service or salespersons may negotiate and schedule an on-site service or a pickup event in the calendar. Finally, the quotation is resolved as won, where the customer PO is attached, and it's all set ready for the billing process, or resolved as lost, indicating a reason for further analysis by management.

Additionally, the module allows managing customer service requests, tracking support tickets, and providing timely assistance. It ensures efficient handling of customer inquiries, complaints, and feedback, thereby enhancing customer satisfaction and retention. The tickets may be issued directly within the customer portal or be recorded by customer service personnel. The ticket number is provided to the customer for later follow-up. Once a ticket is resolved, a courtesy email is sent by the system to the customer to indicate that the case is closed.

The CRM module seamlessly integrates with other modules like the Notification System, where the system can be programmed to conduct quality surveys to measure customer satisfaction. In some instances, the system may be programmed to auto-generate quotes for cyclic services (e.g., assets that will be due for calibration during the next month).