CRM keeps track of people who might buy and customers who already have. You record leads, follow up on time, move them through a pipeline, follow each sale from quotation to cash, and keep in touch after the sale with renewals, care calls, loyalty points and testimonials.
4 sections11 screens72 fields explained
Overview
A single page that shows who to call today, how the pipeline stands, where money sits between quotation and payment, and what is due after the sale.
CRM Dashboard
Menu path: /crm/dashboardThe sales team's starting page. It shows open and hot leads, calls due, win rate, the weighted pipeline, renewals and customer calls due, the quote-to-cash flow and which lead sources work.
How to use it
- Read the line under the heading: how many calls are due today and how many slipped.
- Click any figure card to open the leads, follow-ups, renewals or care calls it counts.
- Use From quote to cash to open deals at each stage: quotes out, accepted, orders in hand, invoiced, to collect.
- Work down Ring these next, opening each lead.
- Check After the sale for renewals close at hand and customer calls due.
- Press How it works for a short guide to how a sale moves, or New Lead to add one.
Columns in the list
Ring these next (lead, firm or mobile, stage, worth, priority, due)After the sale (renewals and calls due)Pipeline by stage (count and value)Where leads come from (count and win rate)
Buttons and actions
Pipeline / Follow-upsOpen those pages.
How it worksShows a six-step guide: add a lead, follow up, send a quotation, take the order, ship bill and collect, stay in touch.
New LeadOpens Leads with the Add Lead form ready.
Figure cardsOpen leads, To ring now, Hot leads, Won this month, Win rate, Weighted pipeline, Renewals due and Customer calls due each open the matching list.
Good to know
Weighted pipeline counts each lead by how far along it is: New 10%, Contacted 20%, Qualified 40%, Quoted 60%, Negotiation 80%.
Win rate by source counts decided leads only, so a source with many open leads is not marked down.
Leads and deals
Record every enquiry as a lead, follow up on time, move it through your pipeline and convert it to a customer. Deals shows every sale from quotation to payment on one line.
Leads
Menu path: /crm/leadsThe list of people who have not bought yet: who to ring, what was said last time and what the sale is worth. Each lead has its own page with a timeline, the quote-to-cash thread and stage buttons.
How to use it
- Press Add Lead and enter at least the name and a 10-digit mobile number; set source, priority, stage, worth and the next call date.
- Press Save Lead.
- Use the filters and stage tabs to find leads; click a name to open the lead page.
- After each call, use Log a call or note and set Ring again on.
- Press New quotation on the lead page when the customer asks for a price.
- When they buy, use Convert to customer; if they do not, use Mark as lost and give the reason.
Fields on this screen (22)
| Field | Type | What to enter |
|---|
| Add Lead / Edit Lead |
| NameRequired | text | The person's name, up to 160 characters. |
| MobileRequired | text | A 10-digit Indian mobile number starting with 6, 7, 8 or 9. While adding, if the number is already on your list you are shown that lead so you can open it instead of adding a second. |
| Their business | text | Firm name, up to 160 characters. When the lead is converted, the customer record is made in this firm's name and the person is noted as the contact. |
| Email | text | Email address. |
| City | text | City, up to 80 characters. |
| How did they find you? | dropdown | Source: Not sure, Walk-in, Phone, WhatsApp, Referral, Social, Website or Other. Used for the Where leads come from chart. |
| Priority | dropdown | Hot, Warm or Cold. Defaults to Warm. Hot leads are rung first on Follow-ups. |
| Pipeline | dropdown | Shown only when your business has more than one pipeline. The stages offered follow the chosen pipeline. |
| Stage | dropdown | The open stages of the pipeline, such as New, Contacted, Qualified, Quoted and Negotiation. Won comes only from converting; Lost only from marking it lost. A won or lost lead keeps its stage. |
| Worth roughly (₹) | number | Expected value of the sale. Used in pipeline totals. |
| Ring again on | date | Next follow-up date. Puts the lead on Follow-ups for that day. |
| Expected to decide by | date | When the customer is expected to decide; puts a date on the pipeline total. |
| Who is chasing it | dropdown | The user who owns the lead. Defaults to you. |
| What they want | text | What the lead is interested in, up to 240 characters. |
| Notes | textarea | Any notes, up to 2000 characters. |
| Log a call or note |
| What | dropdown | Call, Visit, WhatsApp, Email or Note. |
| Ring again on | date | Sets the next follow-up date. |
| What was saidRequired | textarea | A short record of the conversation, up to 1000 characters. Added to the lead's timeline. Logging on a lead at the first stage moves it to the second stage (for example New to Contacted). |
| Mark as lost |
| Why was it lost?Required | dropdown | Pick a common reason (price, not ready this year, budget, stopped responding, need something not offered) or Another reason. |
| The reason, in a few wordsRequired | text | Filled from the chosen reason or typed, up to 240 characters. Kept on the lead. |
| Lead page |
| Next call | date | Quick buttons Tomorrow, In 3 days, In a week, or a date with Set, to move the next call. The date cannot be in the past. |
| Correct this entry: What / What was saidRequired | textarea | Edit the kind and text of a timeline entry. Stage moves written by the system cannot be changed. |
Columns in the list
NameMobilePriorityStageWorthNext callOwner (when more than one user)Actions
Filters and search
Tabs: All, Still open, and each stage in use (with counts)All sourcesAny priorityAny ownerSearch by name, firm, mobile or cityActive filter chips with Clear all
Buttons and actions
Add Lead / Save LeadAdds a lead with its own lead code, or saves changes.
Open leadOpens the lead page: quote to cash, log form, timeline, details, next call and stage.
EditOpens the lead form with its details.
Log a call or note / Add to timelineAdds an entry to the timeline and can set the next call.
Convert to customerMakes the lead a customer: links to an existing customer with the same mobile or creates a new one, and marks the lead Won.
Mark as lostMoves the lead to Lost with the reason.
Re-open this leadOn the lead page, brings a lost lead back.
New quotationOn the lead page, creates or links the customer record and opens a new quotation for them. The lead moves to Quoted.
Move to (stage)On the lead page, moves the lead to another open stage; the move is written to the timeline.
WhatsApp / CallOpens a WhatsApp chat or a phone call to the lead's mobile.
RemoveNeeds Delete permission. Not allowed for a lead that became a customer or has quotations.
DownloadDownloads the list as Excel, CSV or PDF.
Good to know
Converting never makes two customers for one mobile number; an existing customer with the same number is linked instead.
Once converted, the lead page shows links to raise a quotation or bill, and to add renewals and follow-up calls for that customer.
Leads from your public lead form arrive with source Website.
Pipeline
Menu path: /crm/pipelineEvery lead on one board, one column per stage, with count and value. Drag a card to the next stage as the sale moves.
How to use it
- If you have more than one pipeline, pick it from the tabs at the top.
- Search for a lead or filter by owner and priority.
- Drag a card to another column to move its stage.
- Dropping on Won asks to convert the lead to a customer; dropping on Lost asks why.
- Click a lead's name to open it, or Show more at the bottom of a column for more cards.
Fields on this screen (4)
| Field | Type | What to enter |
|---|
| Board filters |
| Find a lead by name, mobile or business | text | Searches the board; press Search. |
| Everyone's leads | dropdown | Shows only one user's leads. |
| Any priority | dropdown | Hot, Warm or Cold. |
| Won / lost window | dropdown | How far back to show won and lost leads: last 30 days (default), 90 days, last year, or all. |
Columns in the list
One column per stage with lead count and total valueCard: name, firm or mobile, city, what they want, next call, worth
Filters and search
Pipeline tabs (when more than one pipeline)SearchOwnerPriorityWon / lost periodClear
Buttons and actions
Drag a cardMoves the lead to that stage (needs Write permission on Leads). Won and Lost open their own dialogs.
Show moreLoads the next cards of a column.
List viewOpens the Leads list.
PipelinesOpens the page where your own pipelines and stages are set up.
Add LeadOpens the Add Lead form.
Good to know
A won lead cannot be dragged; it is a customer now.
Click a column heading to see those leads in the list.
Deals
Menu path: /crm/dealsEvery sale from quotation to cash on one line: what was quoted, what the customer ordered, what was invoiced and what is still to collect, with the next step for each.
How to use it
- Use the figure cards or stage tabs to see deals at one stage.
- Search by customer, lead, quotation, order or invoice.
- Press the Next step button on a row: Create order, Confirm order, Ship it, Invoice it, Collect or Set renewal.
- Click a quotation, order or invoice number to open it.
Columns in the list
CustomerQuotationOrderInvoiceValueTo collectWhere it isNext step
Filters and search
Stage tabs: All, Quoted, Accepted, Ordered, Shipped, Invoiced, Paid, Declined, Expired (with counts)Figure cards: Quotes out, Accepted, Orders in hand, Invoiced, To collectSearch
Buttons and actions
Create orderFor an accepted quotation, makes a draft sales order from it.
Confirm order / Ship it / Invoice itOpens the sales order, where it is confirmed, shipped and invoiced.
CollectOpens the invoice that still has an amount to collect.
Set renewalFor a paid deal, opens Renewals with the customer and invoice filled in.
Open quoteOpens the quotation.
Sales orders / New quotationOpen the sales order list or a new quotation.
DownloadDownloads the list as Excel, CSV or PDF.
Good to know
Shipping and invoicing happen on the sales order itself; payments show here once the invoice is settled.
Declined and expired quotations are shown greyed out.
Follow-ups
Menu path: /crm/follow-upsWho to ring, in the order they should be rung: what slipped, what is due today, what is coming. Hottest leads come first within a day.
How to use it
- The page opens on Due today, or on Overdue when nothing is due today but something slipped.
- Ring the first lead; press Log to record what was said and set the next date.
- Or press +1d, +3d or +7d to push the call to another day.
- Press the convert button if they are buying, or the lost button if not.
- Use the cards to switch to Next 7 days, Later or No date set.
Fields on this screen (5)
| Field | Type | What to enter |
|---|
| Log for (lead) |
| What | dropdown | Call, Visit, WhatsApp, Email or Note. |
| Ring again on | date | The next follow-up date. |
| What was saidRequired | textarea | What happened on the call, up to 1000 characters; added to the lead's timeline. |
| Mark as lost |
| Why was it lost?Required | dropdown | A common reason or Another reason. |
| The reason, in a few wordsRequired | text | The reason kept on the lead, up to 240 characters. |
Columns in the list
LeadMobileWantsStagePriorityWorthDueDo
Filters and search
Cards: Overdue, Due today, Next 7 days, Later, No date setSearch by name, firm or mobile
Buttons and actions
LogLogs the call and can set the next date.
+1d / +3d / +7dMoves the next call to tomorrow, in 3 days or in a week, and returns to the same tab.
ConvertMakes the lead a customer and marks it Won.
Mark as lostMoves the lead to Lost with a reason.
All open leads / Add LeadOpen the Leads list or the Add Lead form.
Good to know
Only open leads appear here; won and lost leads have nothing to follow up.
Leads from your lead form arrive due for a call the same day.
Activities
Menu path: /crm/activitiesA log of what your team did with leads: calls, visits, WhatsApp messages, emails, notes and stage moves, newest first. Useful for managers to review follow-up work.
How to use it
- Pick what to see: Calls & notes, one kind, Stage moves or Everything.
- Pick the period: a week, 30 days, 90 days or a year.
- Search for a lead, firm or text.
- Click a lead to open it, or a kind to filter by it.
- Press Download to save the log.
Columns in the list
WhenLeadWhatWhat happenedBy
Filters and search
Kind tabs: Calls & notes, Call, Visit, WhatsApp, Email, Note, Stage moves, Everything (with counts)Period: A week, 30 days, 90 days, A yearSearch by lead, firm or what was said
Buttons and actions
Follow-upsOpens Follow-ups.
DownloadDownloads the log as Excel, CSV or PDF.
Good to know
Entries are added from the lead page, Follow-ups and the leads list; this page only shows them.
The default period is 30 days.
Customer relations
Keep customers after the first sale: date renewals so none lapse, make check-in and support calls, reward repeat buying with loyalty points, and collect testimonials for a public review wall.
Renewals
Menu path: /crm/renewalsTrack contracts, subscriptions and AMCs that come round again. Each renewal is dated so it is chased before it lapses, and renewed terms are kept as history.
How to use it
- Press Add Renewal, pick the customer and say what is being renewed.
- Enter the amount, owner, start date and the Renews on date, and press Save Renewal.
- Watch the Overdue and Due soon cards; a reminder call is placed on Customer Care when one comes within the notice period.
- When the customer renews, press Renewed, choose the term and new amount.
- If they do not renew, press the lapse button and give the reason.
- Use Quote to raise a quotation for the renewal.
Fields on this screen (10)
| Field | Type | What to enter |
|---|
| Add Renewal / Edit Renewal |
| CustomerRequired | lookup | Start typing a name or number and pick from the list. Only existing customers; convert a lead first. Cannot be changed when editing. |
| What is being renewedRequired | text | For example Annual maintenance contract 2026-27; up to 160 characters. |
| Amount (₹) | number | Value of the renewal; cannot be negative. Used in the at-stake totals. |
| Who looks after it | dropdown | The user responsible; the reminder notification goes to them. |
| Started on | date | Start of the current term. |
| Renews onRequired | date | The date it comes up for renewal. Defaults to one year from today; must be after the start date. |
| Notes | text | Up to 400 characters. |
| Renewed |
| For how long | dropdown | 1, 3, 6, 12, 24 or 36 months; default 12. The next term is added with the date that follows. |
| New amount (₹) | number | Amount for the next term; defaults to the current amount. |
| Not renewing |
| WhyRequired | textarea | The reason they did not renew, up to 400 characters. |
Columns in the list
CustomerRenewingAmountRenews onStatusOwnerDo
Filters and search
Tabs: All, Overdue, Due soon, Upcoming, Renewed, Lapsed (with counts)Customer filter chip (when opened from a customer)Search by customer, what is renewed or owner
Buttons and actions
Add Renewal / Save RenewalAdds a renewal.
Renewed / Mark RenewedMarks this term renewed, keeps it in history, adds the next term and closes its open reminder calls.
EditCorrects the details of an active renewal.
QuoteOpens a new quotation for the customer.
Lapse / Mark as LapsedRecords that the customer is not renewing, with the reason.
RemoveNeeds Delete permission. Removes the renewal and closes its reminder call.
Renewal calls / Recurring billsOpen Customer Care filtered to renewal calls, or the recurring bills page.
DownloadDownloads the list as Excel, CSV or PDF.
Good to know
Every morning renewals due within the notice period get a reminder call on Customer Care and an in-app notification, once per renewal.
The notice period (default 30 days) is set under Rules on Customer Care.
Kept % is renewed divided by renewed plus lapsed.
Customer Care
Menu path: /crm/careCalls to people who have already bought: a check-in after an invoice, a support follow-up or a renewal reminder. Ring, record how it went, and the call is marked done.
How to use it
- Open the To do, Overdue or Today tab.
- Ring the customer and press Done; write how it went and, if needed, the date to ring again.
- Press +1d, +3d or +7d to move a call.
- Press Add Follow-up to add a call by hand.
- Press Rules to switch on automatic check-ins after invoices and set the days.
- Press Run the sweep to raise any missing check-in and renewal calls now.
Fields on this screen (10)
| Field | Type | What to enter |
|---|
| Add Follow-up / Edit Follow-up |
| CustomerRequired | lookup | Start typing a name or number and pick from the list. Cannot be changed when editing. |
| What kind | dropdown | Support follow-up, Check-in or Renewal reminder. A call raised automatically keeps its kind. |
| Ring onRequired | date | The day to ring. Defaults to tomorrow. |
| What it is aboutRequired | text | For example a fault reported on Monday to confirm fixed; up to 160 characters. |
| Who rings | dropdown | The user responsible, or Nobody yet. |
| Done |
| How did it goRequired | textarea | The outcome of the call, up to 400 characters. |
| Ring again on | date | Optional. Cannot be in the past. Adds a new follow-up call for that day. |
| Rules (Automatic follow-ups) |
| Put a check-in call on the list after every invoice | checkbox | When ticked, a check-in call is raised for each new invoice. |
| Ring this many days after the invoice | number | 1 to 180 days; default 7. |
| Start chasing a renewal this many days ahead | number | 1 to 365 days; default 30. Also sets the Due soon window on Renewals. |
Columns in the list
CustomerThe callKindDayOwnerDo
Filters and search
Tabs: To do, Overdue, Today, Done, All (with counts)Kind: Any kind, Check-in, Support, RenewalCustomer filter chipSearch by customer or what the call is about
Buttons and actions
Add Follow-up / SaveAdds a call to the list.
Done / Mark DoneMarks the call done with its outcome; can add the next call.
EditCorrects the kind, title, day or owner.
+1d / +3d / +7dMoves the call to another day.
RemoveNeeds Delete permission. Removes the call from the list.
RulesOpens the automatic follow-up settings.
Run the sweepLooks at recent invoices and renewals and raises any calls that are missing.
Good to know
The automatic sweep runs every morning at 9:30.
Check-ins are raised only for invoices from the last 30 days, only for customers with a mobile number, and never twice for the same invoice; walk-in or counter customers are skipped.
If an invoice is cancelled or deleted, its open automatic check-in is dropped.
Loyalty
Menu path: /crm/loyaltyRun a points programme: customers earn points on their bills, spend them later, and old points can go stale. Shows members, points outstanding and what has been given back.
How to use it
- Press How points work (or Turn it on) and tick Run a loyalty programme.
- Set points per ₹100, the value of a point, the minimum bill, smallest redemption, the most of a bill points may cover and the expiry; check the worked example; press Save.
- Bills raised against a named customer, including earlier ones, are given their points.
- Open a member with Points to see every movement.
- To redeem, enter the points and the bill or note, and press Redeem; take the amount off at the counter or settle it as part payment.
- Use Correct the balance for goodwill or corrections, and Expire stale points to run expiry now.
Fields on this screen (11)
| Field | Type | What to enter |
|---|
| How points work |
| Run a loyalty programme | checkbox | Switches the programme on or off. When switched on, bills already raised are given their points. |
| Points for every ₹100 spent | number | Earning rate, at least 0.01. |
| One point is worth (₹) | number | Value of one point when redeemed, at least 0.01. A worked example shows what a ₹1,000 customer earns and the discount it amounts to. |
| Earn nothing on bills under (₹) | number | Minimum bill that earns points. |
| Smallest redemption (points) | number | Fewest points that can be redeemed at once. |
| Most of one bill points may cover (%) | number | 1 to 100; default 50. The largest share of one bill that points may cover, so a regular cannot clear a whole bill with points. |
| Points go stale after (months) | number | 0 to 120; 0 means never; default 12. Oldest points are spent first. |
| Member page: Redeem |
| PointsRequired | number | Points to redeem; not more than the balance and not less than the smallest redemption. The value in rupees is shown after redeeming. |
| Against which bill / note | text | For example the bill number the points are used against. |
| Member page: Correct the balance |
| Points, minus to take awayRequired | number | Points to add, or a minus figure to take away; cannot take away more than the balance. |
| WhyRequired | text | Reason such as goodwill, festival bonus or counting error. |
Columns in the list
CustomerPoints nowWorthEarnedRedeemedOldest expiresLast movementOpen
Filters and search
Search by name or mobile
Buttons and actions
How points work / SaveOpens and saves the programme settings.
Points (open)Opens the member page with every movement: When, What (earn, redeem, expire, adjust), Points, Worth, Bill, Note, Goes stale.
RedeemRecords the points used and shows their value. It does not change the bill.
AdjustAdds or takes away points with a reason.
Expire stale pointsShown when expiry is set; expires points that have gone stale now.
DownloadDownloads the member list as Excel, CSV or PDF.
Good to know
Redeeming does not put a discount on the invoice, because a discount changes the taxable value and GST; take the amount off at the counter or settle it as part payment.
If a bill is cancelled, its points are taken back automatically.
Only bills raised against a named customer earn points.
Testimonials
Menu path: /crm/testimonialsAsk happy customers for a few words and a star rating, read what they said, and choose what your public review wall shows. Nothing is shown publicly unless you approve it and the customer agreed.
How to use it
- Press Ask a Customer, pick the customer and press Make Link.
- In the share window, edit the message and press WhatsApp or Email to send the personal link from your own phone or email.
- Or press Create Link to make one general link for your website, WhatsApp status or bill footer.
- When answers arrive they show as To review; read them.
- Press Approve to show one on your public wall (only if the customer agreed), or Hide to keep it private.
- Press Public Wall to see the page your visitors see.
Fields on this screen (3)
| Field | Type | What to enter |
|---|
| Ask a customer for a testimonial |
| CustomerRequired | lookup | Search and pick the customer. A personal link is made that takes one answer. If a request to that customer is already waiting, you are asked to share its link again. |
| Share the link |
| Personal link | text | Read-only link with a Copy button. |
| Message | textarea | A ready message thanking the customer; edit freely. The link is added at the end. |
Columns in the list
DateFromRatingWhat they saidMay showStatusActions
Filters and search
Quick filters: All, Waiting, To review, On the wall, HiddenFigure cards Waiting for an answer, To review and On the wall also filterSearch by name, customer or words
Buttons and actions
Ask a Customer / Make LinkMakes a personal request link for the customer and opens the share window.
ShareFor a waiting request, opens the share window again.
WhatsApp / EmailOpens WhatsApp or your email app with the message and link filled in.
Create Link / New LinkMakes the general link and public wall; a new link stops the old link and wall address working.
CopyCopies the link.
Switch Off / Switch OnTurns the general link and the public wall off or on.
ApproveShows the testimonial on your public wall; only offered when the customer agreed it may be shown.
HideKeeps the testimonial but takes it off the wall.
DeleteNeeds Delete permission. Withdraws a waiting request (its link stops working) or deletes a testimonial for good.
Public WallOpens your public review wall in a new tab.
DownloadDownloads the list as Excel, CSV or PDF.
Good to know
The customer's form asks for a star rating, what they would tell a friend, their name, town or business, and a tick to agree it may be shown.
May show says Private when the customer did not agree; such testimonials cannot be approved for the wall.
Average rating counts testimonials that have a rating.
Marketing
Reach groups of customers and leads with one message, and collect new enquiries through a public lead form you can share as a link or a printed code.
Lead Forms
Menu path: /crm/lead-formsA public page where customers leave their details. Share the link or print the QR code for your counter, and every enquiry lands on your leads.
How to use it
- Tick Accept enquiries through the form.
- Write the heading, the line under it and the thank-you message.
- Choose which optional questions to ask: email, what they are looking for, city.
- Press Save. The form is live.
- Copy the link to share it, or press Print the code to print the QR code.
- Watch Leads from the form; each enquiry becomes a new lead due for a call today.
Fields on this screen (7)
| Field | Type | What to enter |
|---|
| What the form says and asks |
| Accept enquiries through the form | checkbox | Switches the form on. When off, the link shows nothing. |
| Heading | text | Title shown on the form, up to 120 characters. |
| Line under the heading | textarea | Short introduction, up to 400 characters. |
| Message after they send it | textarea | Thank-you text shown after sending, up to 400 characters. |
| Email | checkbox | Also ask for an email address. Name and mobile are always asked. |
| What they are looking for | checkbox | Also ask what they want; saved as the lead's interest. |
| City | checkbox | Also ask for the city. |
Buttons and actions
SaveSaves the form wording and questions, and switches it on or off.
Open the formOpens the live form in a new tab.
CopyCopies the form link.
Print the codeOpens a printable page with the QR code and link.
Make a new linkMakes a new link after confirmation; the old link and any printed code stop working at once.
Leads from the formOpens Leads filtered to source Website.
Good to know
Each enquiry becomes a new lead with source Website, priority Warm, stage New and a call due today, and you get an in-app notification.
If the mobile number already belongs to an open lead, a note is added to that lead instead of making a second one.
The mobile number on the form must be 10 digits.
Submissions counts every form sent, including repeat visitors.
