Organise sales follow-up with the CRM

What is the CRM for?

The CRM brings together the work before and alongside the customer relationship: prospects, appointments, calls, notes, documents, commercial quotes, projects and tasks. Its overview includes open prospects, pipeline stages, appointments, calls and the value of accepted quotes for the selected period.

Open Dashboard → CRM. The CRM module must be enabled for the organisation. Pages and actions also depend on your permissions, so a missing button does not necessarily mean that the feature is unavailable to the whole organisation.

Track prospects on the Kanban board

The board groups prospects under To contact, Qualified, Appointment planned, Quote sent, Negotiation, Won and Lost. Search by name, company, email address or telephone number.

Drag a card to another column to move a prospect forward. Dropping it under Won or Lost remains possible, but starts the same controlled workflow as the card action:

• Won opens conversion so that you can select or create the matching customer;
• Lost asks for a loss reason before confirmation;
• moving a lost prospect back to an active stage does not ask for the old loss reason again.

Conversion links the prospect to a customer without merging both histories. Check the customer directory for duplicates before creating a record. Archiving removes a prospect from current follow-up; display archived records to restore it later.

Keep the contact activity together

Open the activity from a prospect card or a CRM search result. The view brings together the available notes, calls, appointments, messages and private documents for that contact. Available actions depend on your permissions.

Use a short note for a decision or next step. For a call, record its direction, outcome, date, optional duration and summary. Mentions organise internal collaboration; they are not messages sent to the customer.

CRM documents are private and attached to the selected prospect or customer. Give each file a clear name and type. A CRM document is not an issued invoice or evidence that a payment was received.

Schedule and maintain appointments

Under CRM → Appointments, use the calendar to create an appointment with a title, time range, type, location or video link. When it is linked to a prospect or customer, you can open that record from the appointment details.

You can edit or delete an appointment when your permissions allow it. After the meeting, update its status and outcome and add a follow-up note. Do not mark a cancelled appointment or no-show as completed merely to remove it from the list.

Prepare quotes and services

The CRM → Sales catalogue stores reusable commercial services, their indicative price and duration, and standard tasks. It helps you prepare consistent projects and quotes; it does not replace the catalogue of bookable activities.

Use CRM → Quotes to prepare and follow commercial proposals. Depending on configuration and permissions, a quote can be sent, accepted, declined, linked to a signature or used to prepare a payment request. Check the customer, amounts, currency, taxes and status before an external action. An accepted quote is not, by itself, a received payment or an accounted invoice.

Organise projects, tasks and time

Projects combine a customer, an owner, progress status and deadlines. Tasks can belong to a project or link directly to a customer; they support assignees, subtasks, discussions, attachments, priorities and due dates.

Use statuses to reflect actual work. Time tracking records a completed duration or an active timer when the relevant action is available. Check the task, project, customer and category before saving: these details support internal follow-up and do not automatically create billing.

Manage referrers and commercial contracts

Under CRM → Referrers, store contact details, the commission type and its indicative value, then link the relevant customers. Percentage and fixed or recurring values are follow-up information only. Bookelio does not automatically create a payment, supplier liability or purchase invoice from them.

Under CRM → Commercial contracts, record a customer's recurring commercial revenue: label, periodic amount, setup fee, frequency, dates, state and notes. Use the dedicated amount-change action so the history remains visible. Displayed MRR is a normalised declarative indicator; it does not prove invoicing or collection and does not grant software access.

Give customers portal access

When the additional module is enabled, CRM → Customer portal lets you invite a customer's verified email address, resend the invitation or revoke access. Check the customer and email address before sending: an invitation grants access to the information intended for that customer relationship, not to the internal dashboard.

Revocation prevents future access but does not remove the customer record or its history. If the address changes, revoke the old access and create the correct invitation instead of forwarding a link received by another person.

Process sales alerts

CRM → Follow-ups lists situations to review, such as a silent prospect, an appointment without a note, an unanswered quote, an inactive customer, an unpaid invoice or an ending contract. Each rule can be enabled and assigned a suitable threshold.

An alert is an internal reminder. Open its target, check the facts, then resolve, ignore or snooze it. Resolving an alert does not alter the contract, appointment, quote, invoice or payment that caused it.

View imported history

When data has been migrated, authorised users can view its activity archive from the CRM import page. Search covers the action, label, description and target; a filter separates activities, audits, old notifications and alert occurrences.

This archive is read-only. An old notification or alert shown here is not an open task and does not trigger a new message. Use current CRM records and alerts to organise any remaining work.

Troubleshoot common situations

A card cannot be moved

Check your update permissions, whether the record is archived and the requested action. Conversion to Won may also require customer access. Refresh the board if another person changed the prospect meanwhile.

An appointment has no linked record

It must be associated with an existing prospect or customer. Edit it and select the correct record; a similar name does not create a relationship.

MRR does not match payments

This is expected when declarative contracts have not been updated or invoicing uses another rhythm. Compare the CRM contract with payment requests and invoices without altering financial records merely to force the indicator.

An action or page is missing

Check the active organisation, the enabled CRM module and your organisation permissions. Ask an administrator to review the precise permission instead of sharing a more privileged account.