Solution
CRM — Customer Relationship Management
Where sales moves out of individual memories and into the system.
25 functions5 module groups6 integrations
In most companies customer knowledge lives on a salesperson’s phone, quotes live in a folder, and service requests live in an inbox. The cost of that only becomes visible when someone leaves. The CRM we build models your actual sales process rather than the funnel a package imposes — and, most importantly, uses the same customer record as the ERP instead of generating a second list.
Scope and modules25
01
Customers and contacts
- Company and contact records, one entity with the ERP ledger
- Contacts, titles, authority and communication preferences
- Segment, source, representative and territory assignment
- Credit limit and balance visibility
- Merging and duplicate cleanup
02
Sales process
- Opportunities, stage definitions and win probability
- Pipeline view and stage transition rules
- Quote preparation, versioning and approval flow
- Quote-to-order conversion and loss reason analysis
- Targets, quotas and representative performance
- Price lists and discount authority limits
03
Activity and communication
- Meeting, visit, call and email logging
- Calendar, reminders and task assignment
- Email templates and send history
- SMS and notification integration
- Visit planning and location-verified field check-in
04
Service and support
- Request logging, category and priority
- Assignment, routing and escalation rules
- Resolution targets and breach alerts
- Warranty and contract coverage checks
- Self-service portal for customers to raise requests
05
Analysis
- Funnel conversion rates and time in stage
- Sales by representative, territory and product
- Distribution of loss reasons
- Customer lifetime value and repeat purchase
What it connects to06
- ERP ledger and invoice data
- Mail server and calendar (IMAP / Exchange)
- SMS providers
- PBX and call centre software
- Website forms and live chat records
- AI-assisted meeting summaries and request classification
Signs you need this system05
- 01When a salesperson leaves, the customer history leaves with them
- 02Nobody can find the latest version of a quote
- 03Two representatives call the same customer
- 04Service requests sit in an inbox with no way to know if they closed
- 05Sales forecasting happens verbally in a management meeting
Decisions to make upfront03
- 01Should CRM be separate from ERP?
- We recommend it is not. Two customer lists lead both systems astray. We build CRM on the same account record as the ERP; where your ERP is external, we sync the record one way.
- 02How many stages does your sales process really have?
- The five-stage funnel packages impose fits few companies. We derive the stages from your actual process — that might be five, or twelve.
- 03Will the field team use mobile?
- If so, visit planning, location verification and offline operation come into scope, which means planning the mobile layer as its own line item.
Sectors we have delivered in01
Frequently asked03
- Why build a CRM when products exist?
- If your sales process is standard, an off-the-shelf product makes sense. Custom becomes worthwhile when your process does not fit the package and the CRM has to share data with the ERP — which is usually the case for manufacturers and distributors.
- Can our existing customer data be migrated?
- Yes. Import from spreadsheets, a legacy CRM or an ERP is standard scope, and we clean duplicates before migrating.
- Where does AI actually help?
- Summarising meeting notes, routing incoming requests to the right unit, and turning free-text email into a draft record. Everything it produces is a suggestion and is not committed without user approval.
Let’s scope it together.
We do not quote a fixed price for undefined scope. We review your existing system and processes on site, then deliver the roadmap and a fixed-price proposal.