Sales rep guide: a day in the CRM

This guide follows a deal from first contact to order. Each step points to the detailed help page. You only see the records your roles open to you; see Understanding what you see in the CRM.

In the morning: "My day"

Open CRM › My day (/crm/activities/my-day). It gathers:

• your overdue follow-ups;
• today's tasks, calls and meetings;
• the next seven days.

You can complete a task in one click. If your administrator has turned on sequence review, emails waiting for your review appear in CRM › Follow-up sequences.

See Activities and "My day" and Follow-up sequences.

New leads

Leads come in from several channels: web forms, incoming emails, import or manual entry. They are assigned to you automatically.

1. Open CRM › Leads and start with the ones assigned to you.
2. Click Take ownership to meet the follow-up deadline. Past the deadline, you are alerted and, if the rule that assigned it provides for it, the lead is reassigned to someone else (see Managing leads).
3. Qualify it: fill in the qualification grid (for example BANT) and check its score.
4. When it is ready, click Convert. In one step you create the account (or find the existing one, thanks to duplicate detection), the contact and, if you wish, the opportunity.

See Managing leads.

Accounts and contacts

The account record gathers everything you need before a call:

• contacts and opportunities;
• quotes and orders;
• the 360° timeline, with tickets, satisfaction, support contracts, projects and invoices, depending on your rights;
• the customer's health score.

See Managing accounts, Managing contacts, The 360° timeline and Installed base and customer health.

Before you create a record, the CRM flags possible duplicates. A contact's consents, per channel and per purpose, decide what you may send them. See Duplicates, merge, import and export and Contact consents and GDPR.

Talking to the customer

Your exchanges attach themselves to the right records:

• Emails: your Microsoft 365 or Google mailbox sync, or your personal drop address (copied in, or by forwarding), attaches your emails to the contact, the account and the opportunity.
• Meetings: your meetings go into your calendar. With no calendar connected, guests receive an .ics invitation. Send your booking link so the customer can pick a slot.
• Calls: with telephony connected, one click on a number places the call, the caller's record shows up on an inbound call, and the call is logged. Qualify it and schedule the next action.
• Follow-ups: enrol a contact in a follow-up sequence. It chains emails and tasks, and stops by itself when they reply.

See Emails and calendar, Booking page, Telephony and Follow-up sequences.

Moving the deal forward

Track your deals in CRM › Opportunities, as a kanban, a list or by closing month:

• drag a card from one stage to the next; each stage shows what to complete and gives tips;
• keep the amount, expected close date and next step up to date;
• an hourglass flags a stalled deal.

See Managing opportunities.

The quote

From the opportunity, click New quote:

1. Add catalog lines; prices come from the price lists that apply to the customer.
2. Add your discounts. Above the thresholds, the quote goes to approval before it can be sent.
3. Send it by email with the PDF attached and, if your instance allows it, for e-signature.
4. Editing a quote after it has been sent creates a new version.

See Managing quotes.

The order

When the quote is accepted (signed), the opportunity is set to won and the order is created, depending on your instance settings. Depending on the modules installed, the order then triggers:

• invoicing of its installments;
• creation of the project;
• stock reservation;
• the support-hours credit.

See Managing orders.

What comes next

• Forecast: your forecast and quota are in CRM › Forecasts. See Following your forecast.
• Commissions: your statement is in CRM › Commissions. The simulator shows what a deal would earn you. See Track your commissions.
• Renewals and upsells: renewal opportunities and proposals from the installed base land in your pipeline by themselves. See Installed base and customer health.
• AI helpers: if your instance has an AI provider, you can summarise a record, prepare a meeting, draft an email or assess a deal's risk. See CRM AI helpers.