Updated June 01, 2026 UTC · Read-only documentation

CRM

Executive Summary

CRM (Customer Relationship Management) helps you attract, track, and serve customers throughout the sales cycle. Manage leads and opportunities, move deals through your pipeline, handle support cases, and keep every contact and account in one place.

Who This Is For

  • Sales representatives and business development teams
  • Customer success and support staff
  • Sales managers forecasting pipeline and performance
  • Marketing teams tracking lead sources and campaigns

Key Capabilities

  • Leads and lead sources
  • Opportunities and pipeline stages
  • Accounts and contacts
  • Customers
  • Activities and cadences
  • Cases and support
  • Quotes
  • CRM reports

Table of Contents

  1. Getting Started
  2. Leads
  3. Opportunities and Pipeline
  4. Accounts and Contacts
  5. Activities and Cadences
  6. Cases
  7. Quotes
  8. Configuration
  9. Reports

Getting Started

Open CRM in the sidebar. Start with the Dashboard for pipeline value and activity summaries.

![Screenshot: CRM dashboard — placeholder]

Leads

Capturing a lead

  1. Go to CRM → Leads.
  2. Create a new lead with name, company, source, and notes.
  3. Assign the lead to a sales owner.

![Screenshot: Leads list — placeholder]

Converting a lead

When a lead is qualified, convert it to an opportunity, account, or contact to continue in the pipeline.

![Screenshot: Lead conversion — placeholder]

Opportunities and Pipeline

Creating an opportunity

  1. Open CRM → Opportunities.
  2. Add deal value, expected close date, and stage.
  3. Link to the relevant account and contacts.

Pipeline view

Use CRM → Pipeline for a visual view of deals by stage. Drag deals between stages as they progress.

![Screenshot: Pipeline board — placeholder]

Accounts and Contacts

  • Accounts — organisations you sell to or partner with
  • Contacts — people linked to accounts
  • Customers — active trading relationships, often linked to accounting records

![Screenshot: Account detail — placeholder]

Activities and Cadences

Log calls, meetings, and tasks under Activities. Cadences define repeatable follow-up sequences so no lead goes cold.

![Screenshot: Activity timeline — placeholder]

Cases

Track customer issues under Cases. Assign priority, owner, and resolution steps. Cases link to accounts and contacts for full context.

![Screenshot: Case management — placeholder]

Quotes

Create sales quotes under CRM → Quotes. Send to customers and convert to orders or invoices when accepted (where integrated with Accounting).

![Screenshot: CRM quote — placeholder]

Configuration

Administrators configure:

  • Pipeline Stages — the steps in your sales process
  • Lead Sources — where new business originates

![Screenshot: Pipeline stages setup — placeholder]

Reports

Open CRM → Reports for conversion rates, pipeline value, activity volumes, and case resolution metrics.

![Screenshot: CRM reports — placeholder]

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