CRM Module – User Manual

Table of Contents

1. Overview
2. Accessing CRM
3. Dashboard
4. Leads Management
5. Follow-Ups (Schedules)
6. Campaigns
7. Proposals
8. Call Log
9. Reports
10. Contact Portal
11. B2B Marketplace
12. Settings
13. Permissions Reference
14. Taxonomies (Sources, Life Stages, Follow-up Categories)
15. 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

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)

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

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

Permissions

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
     • Actuary POS Software – 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

Permissions

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

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

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

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

Settings

Navigate to CRM → Settings (admin only).

Available Settings

Permissions Reference

All CRM permissions are configured in Settings → Roles → Edit Role.

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 Actuary POS Software 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.