# CRM Module – User Manual ## Table of Contents 1. [Overview](#overview) 2. [Accessing CRM](#accessing-crm) 3. [Dashboard](#dashboard) 4. [Leads Management](#leads-management) 5. [Follow-Ups (Schedules)](#follow-ups-schedules) 6. [Campaigns](#campaigns) 7. [Proposals](#proposals) 8. [Call Log](#call-log) 9. [Reports](#reports) 10. [Contact Portal](#contact-portal) 11. [B2B Marketplace](#b2b-marketplace) 12. [Settings](#settings) 13. [Permissions Reference](#permissions-reference) 14. [Taxonomies (Sources, Life Stages, Follow-up Categories)](#taxonomies) 15. [Best Practices](#best-practices) --- ## Overview The **CRM (Customer Relationship Management)** module transforms your POS system into a complete customer management platform. It provides tools for tracking leads, managing follow-ups, running marketing campaigns, generating proposals, logging calls, and analysing conversion metrics — all from a single integrated interface. ### Key Capabilities | Feature | Description | |---------|-------------| | **Lead Management** | Create, assign, score, and convert leads with Kanban board and list views | | **Follow-Ups** | Schedule one-time, recurring, and advance follow-ups with notifications | | **Campaigns** | Send SMS and email campaigns to leads, customers, or both | | **Proposals** | Create templates, send branded proposals, and track attachments | | **Call Log** | Track inbound/outbound calls with outcomes and duration analytics | | **Reports** | Follow-ups by user/contact, lead-to-customer conversion reports | | **Contact Portal** | Allow contacts to log in, view orders, and place order requests | | **B2B Marketplace** | Import leads automatically from ExportersIndia marketplace | | **Dashboard KPIs** | Overdue follow-ups, conversion rate, new leads, open pipeline | --- ## Accessing CRM ### Navigation After enabling the CRM module in your subscription, the sidebar shows a **CRM** dropdown menu with sub-items: - **Dashboard** – KPI overview and summary widgets - **Leads** – Manage all leads and Kanban board - **Follow Ups** – Schedule and track follow-ups - **Campaigns** – Create and send SMS/email campaigns - **Proposals** – Proposal templates and sent proposals - **Call Log** – View and manage call records *(if enabled)* - **Reports** – Analytics and conversion reports - **Settings** – Module configuration *(admin only)* ### Enabling the Module 1. Go to **Superadmin → Subscription Plans** 2. Enable the **CRM Module** permission for the desired plan 3. Assign the plan to the business --- ## Dashboard The CRM Dashboard is your command center. It displays: ### Top KPI Row (All Users) | Widget | Description | |--------|-------------| | **Overdue Follow-ups** | Count of your follow-ups past their end date that are still open/scheduled | | **Conversion Rate** | Percentage of total contacts that are customers vs leads | | **Open Follow-ups** | Total open/scheduled follow-ups across the business | | **New Leads This Month** | Leads created during the current calendar month | ### Personal Stats - **Today's Follow-ups** – Count of your follow-ups starting today - **My Leads** – Total leads assigned to you - **My Leads to Customer Conversion** – Number of leads you converted ### My Follow-ups Breakdown A status breakdown table showing counts per status: Scheduled, Open, Cancelled, Completed. ### My Call Logs *(if call log enabled)* - Calls Today / Yesterday / This Month ### Admin Section *(admin only)* - Total Customers, Leads, Sources, Life Stages summary cards - **Source-wise breakdown** table with lead count and conversion % - **Life Stage distribution** for leads - **Birthdays** – Today's and upcoming (30 days) for customers and leads --- ## Leads Management ### Overview Leads are potential customers in your sales pipeline. The CRM module extends the standard contacts system with lead-specific features. ### Viewing Leads Navigate to **CRM → Leads**. You can view leads in two modes: 1. **List View** – Sortable/filterable DataTable with columns for name, source, life stage, assigned users, last follow-up, and upcoming follow-up 2. **Kanban Board** – Drag-and-drop cards organized by Life Stage columns ### Creating a Lead 1. Click **Add Lead** 2. Fill in the required fields: - **Name** (First Name, Last Name) - **Business Name** (optional) - **Email / Mobile** - **Source** – Where the lead came from (e.g., Website, Referral, Social Media) - **Life Stage** – Current stage in the sales pipeline - **Assigned To** – Select users responsible for this lead 3. Click **Save** ### Editing a Lead Click the **Edit** button in the lead's action column. Update any field and save. ### Converting a Lead to Customer 1. Open the lead's detail page 2. Click **Convert to Customer** 3. The lead's type changes from "lead" to "customer" and conversion is logged ### Lead Scoring Leads have a **Lead Score** field (0-100) to prioritize high-value prospects. Higher scores indicate more engaged or valuable leads. ### Contact Persons You can add up to 3 contact persons per lead with: - Username & password (for Contact Portal login) - Commission percentage (for sales attribution) ### Permissions | Permission | Description | |------------|-------------| | **Access All Leads** | View and manage all leads | | **Access Own Leads** | View and manage only assigned leads | --- ## Follow-Ups (Schedules) ### Overview Follow-ups are scheduled activities (calls, meetings, emails, SMS) linked to leads or customers. They are the backbone of your sales process. ### Types of Follow-Ups #### 1. One-time Follow-Up Standard follow-up with a specific start/end datetime. #### 2. Recurring Follow-Up Automatically generates follow-ups at regular intervals. Set: - **Follow-up By** – Payment status or customer activity - **Recursion Days** – How often to regenerate #### 3. Advance Follow-Up Create follow-ups based on business rules: - **Payment Status** – Target customers with due/partial/overdue invoices - **Transaction Activity** – Target customers with/without recent transactions - **Contact Names** – Manually select specific contacts ### Creating a Follow-Up 1. Go to **CRM → Follow Ups** 2. Click **Add Follow Up** (or choose Recurring / Advance) 3. Fill in: - **Title** – Brief description - **Customer/Lead** – Select from dropdown - **Start/End Datetime** - **Follow-up Type** – Call, SMS, Meeting, or Email - **Priority** – Low, Medium, High, or Urgent - **Status** – Scheduled, Open, Cancelled, or Completed - **Assigned To** – Select team members - **Follow-up Category** – Categorize for reporting - **Description** – Detailed notes - **Auto Notification** – Enable with notify-before time and channel (SMS/Email) 4. Click **Save** ### Follow-Up Logs Each follow-up can have multiple log entries to track progress: 1. Click **View Follow Up** in the action menu 2. Click **Add Follow Up Log** 3. Record the log type, datetime, subject, and description ### Statuses | Status | Meaning | |--------|---------| | **Scheduled** | Planned for a future date | | **Open** | Currently active / in progress | | **Completed** | Successfully finished | | **Cancelled** | No longer needed | ### Permissions | Permission | Description | |------------|-------------| | **Access All Follow-ups** | View and manage all follow-ups | | **Access Own Follow-ups** | View and manage only your follow-ups | --- ## Campaigns ### Overview Campaigns allow you to send bulk SMS or email messages to selected leads and customers. ### Creating a Campaign 1. Go to **CRM → Campaigns** 2. Click **Create Campaign** 3. Configure: - **Campaign Name** - **Campaign Type** – SMS or Email - **Recipients** – Select leads and/or customers - **Subject** (Email only) - **Email Body / SMS Body** – Use template tags: - `{contact_name}` – Recipient's name - `{campaign_name}` – Campaign name - `ActuaryPOS Hybrid Solution` – Your business name 4. Choose to **Save** (as draft) or **Save & Send** ### Sending a Campaign - Draft campaigns show a **Send Notification** button in the action column - Once sent, the campaign is marked with a "Sent" badge and the send date is recorded - Sent campaigns cannot be edited ### Campaign Types | Type | Channel | Requirements | |------|---------|-------------| | **SMS** | Text message | SMS settings configured in Business Settings | | **Email** | Email | SMTP/mail settings configured | ### Permissions | Permission | Description | |------------|-------------| | **Access All Campaigns** | View and manage all campaigns | | **Access Own Campaigns** | View and manage only your campaigns | --- ## Proposals ### Overview Proposals are branded documents sent to contacts via email. They consist of a template (created once) and individual proposals sent from that template. ### Setting Up the Template 1. Go to **CRM → Proposals** 2. If no template exists, click **Create Template** 3. Fill in: - **Subject** – Proposal subject line - **Body** – Rich text proposal content - **CC / BCC** – Additional email recipients - **Attachments** – Upload files (PDFs, images, etc.) 4. Save the template ### Sending a Proposal 1. From the template view, click **Send Proposal** 2. Select the recipient contact 3. Optionally modify CC/BCC 4. Click **Send** 5. The proposal is emailed with the template body and attachments ### Viewing Sent Proposals The **Proposals** tab lists all sent proposals with: - Recipient name - Subject - Sent by (user) - Date sent - Status (Draft, Sent, Viewed, Accepted, Rejected, Expired) ### Permission | Permission | Description | |------------|-------------| | **Access Proposals** | Access proposal templates and sending | --- ## Call Log > **Note**: Call logging must be enabled by your administrator in the system settings. ### Overview The Call Log tracks all phone interactions with contacts. Logs are automatically captured from integrated call systems or can be viewed here. ### Viewing Call Logs 1. Go to **CRM → Call Log** 2. Use filters: - **Contact** – Filter by specific contact - **User** – Filter by call agent - **Date Range** – Filter by time period 3. View columns: Contact, User, Call Type, Call Outcome, Mobile Number, Start/End Time, Duration, Created By ### All Users Call Log *(admin view)* Admins can see a summary table of all users' call counts: - Calls Today / Yesterday / All-time per user ### Mass Delete 1. Select call logs using checkboxes 2. Click **Mass Delete** to remove selected records ### Permissions | Permission | Description | |------------|-------------| | **View All Call Logs** | View all users' call logs | | **View Own Call Logs** | View only your own call logs | --- ## Reports Navigate to **CRM → Reports** *(admin only)*. ### Available Reports #### 1. Follow-ups by User - Shows each user's follow-up counts broken down by status - Filterable by **date range** and **follow-up category** - Clickable links to view specific follow-ups in list view #### 2. Follow-ups by Contact - Shows each contact's follow-up counts broken down by status - Displays business name and contact name #### 3. Lead to Customer Conversion - Lists users with their total conversion count - Click on a user to see conversion details: - Contact name, converted date, previous type --- ## Contact Portal ### Overview The Contact Portal allows your customers and leads to log in through a separate interface, view their orders, ledger, and place order requests. ### Setting Up Contact Login 1. Go to a contact's detail page 2. In the **Contact Login** tab, click **Add Login** 3. Set username and password for the contact 4. The contact can now log in through the **Contact Login** page on your website ### Portal Features Once logged in, contacts can access: - **Dashboard** – Order summary and profile - **Orders/Purchases** – View their transactions - **Ledger** – Account statement - **Order Requests** – Place new order requests *(if enabled in CRM Settings)* - **Bookings** – View their bookings - **Profile** – Update their profile information ### Permission | Permission | Description | |------------|-------------| | **Access Contact Login** | Manage contact login credentials | --- ## B2B Marketplace > **Note**: B2B Marketplace must be enabled by your administrator in the system settings. ### Overview The B2B Marketplace integration allows automatic import of leads from **ExportersIndia** into your CRM. ### Setup 1. Go to **CRM → Settings** or the Marketplace page 2. Enter your **Site Key** and **Site ID** from ExportersIndia 3. Select **Assigned Users** – Users who will be assigned imported leads 4. Select a **Source** – CRM source category for imported leads 5. Click **Save** ### Importing Leads 1. Click **Import Leads** 2. The system fetches inquiries from the ExportersIndia API 3. For each inquiry: - A new lead is created (if email doesn't already exist) - A follow-up is automatically created with inquiry details 4. Duplicate emails are skipped to prevent duplicates ### Permission | Permission | Description | |------------|-------------| | **Access B2B Marketplace** | Access B2B Marketplace settings and import | --- ## Settings Navigate to **CRM → Settings** *(admin only)*. ### Available Settings | Setting | Description | |---------|-------------| | **Enable Order Request** | Allow contacts to place order requests through the Contact Portal | | **Order Request Prefix** | Custom prefix for order request reference numbers | --- ## Permissions Reference All CRM permissions are configured in **Settings → Roles → Edit Role**. | Permission | Description | |------------|-------------| | **Access CRM** | Access the CRM module (needed to see it in the sidebar) | | **Access All Follow-ups** | View and manage all follow-ups | | **Access Own Follow-ups** | View and manage only your own follow-ups | | **Access All Leads** | View and manage all leads | | **Access Own Leads** | View and manage only your assigned leads | | **Access All Campaigns** | View and manage all campaigns | | **Access Own Campaigns** | View and manage only your own campaigns | | **Access Contact Login** | Manage contact login credentials | | **Access Sources** | Manage lead sources | | **Access Life Stages** | Manage life stages | | **Access Proposals** | Access proposals and templates | | **View All Call Logs** | View all call logs | | **View Own Call Logs** | View only your own call logs | | **Access B2B Marketplace** | Access B2B marketplace integration | --- ## Taxonomies ### Sources Sources identify where leads come from. Examples: Website, Phone, Referral, Social Media, Trade Show. **Manage**: Go to **CRM → Dashboard** → click **Sources** in the navigation. ### Life Stages Life stages define where a lead is in the sales pipeline. Examples: New, Contacted, Qualified, Proposal Sent, Won, Lost. **Manage**: Go to the Life Stages section in CRM settings. ### Follow-up Categories Categories for organizing follow-ups. Examples: Sales, Support, Onboarding, Renewal. **Manage**: Go to the Follow-up Categories section in CRM settings. --- ## Best Practices ### Lead Management 1. **Define clear life stages** – Create 5-7 stages that match your sales process 2. **Assign leads immediately** – Every lead should have an owner 3. **Use lead scoring** – Prioritize high-score leads for follow-up 4. **Regular pipeline review** – Use the Kanban board weekly to review lead status ### Follow-Ups 1. **Schedule follow-ups promptly** – Create a follow-up within 24 hours of lead creation 2. **Use priorities** – Mark urgent items for same-day attention 3. **Log every interaction** – Add follow-up logs for calls, meetings, and emails 4. **Use recurring follow-ups** – For long sales cycles, set up recurring check-ins 5. **Monitor overdue items** – Check the dashboard daily for overdue follow-ups ### Campaigns 1. **Segment your audience** – Don't send the same message to all contacts 2. **Personalize with tags** – Use `{contact_name}` and `ActuaryPOS Hybrid Solution` tags 3. **Test before sending** – Send to yourself first to check formatting 4. **Track results** – Review which campaigns drive the most engagement ### Reports 1. **Weekly reviews** – Check follow-ups by user to ensure team accountability 2. **Monthly conversion analysis** – Track lead-to-customer conversion trends 3. **Source analysis** – Identify which sources produce the highest-converting leads --- *This guide covers all CRM module features. For technical support, contact your system administrator.*