CRM - Customer Relationship Management

Opening the CRM App

To open CRM from the PORTWARE home screen:

1. Click the Apps menu at the top left
2. Click the CRM icon in the app list
3. The pipeline (kanban) view opens automatically

Understanding the Pipeline View

The kanban board on the CRM home screen:

• Columns: each column is a sales stage (New, Qualified, Proposition, Negotiation, Won)
• Cards: each card is an opportunity - showing the customer, the expected revenue and the planned activity
• Drag and drop: move cards between columns to change the stage

Creating Your First Opportunity

1. Click the New button at the top right
2. Fill in these fields on the form:
   • Opportunity: the opportunity title (e.g. "ABC Company - ERP Project")
   • Customer: type the customer name or create a new one with
   • Expected Revenue: the estimated sales amount
   • Expected Closing: the estimated closing date
3. Click the Save button

View Options

Switch views with the view buttons at the top right:

• Kanban: the pipeline view (default)
• List: every opportunity in a table
• Pivot: an analytical pivot table
• Graph: visual charts
• Calendar: activities on a calendar

Filtering and Search

Using the search bar at the top:

• Quick search: type a customer name or opportunity title
• Filters: choose ready-made filters from the Filters menu (My Pipeline, This Month, Lost...)
• Group by: group by salesperson, stage or date with Group By

Entering a Lead by Hand

1. CRM › Leads menu

   Note: if the Leads menu is not visible, enable Settings › CRM › Leads.

2. Click the New button
3. Fill in the lead form:
   • Lead Name: a title describing the interest (e.g. "Website renewal request")
   • Contact Name: the person's full name
   • E-mail: the contact's e-mail address
   • Phone: the contact's phone number
   • Company Name: the organisation they work for
4. For more detail switch to the Internal Notes tab and add the meeting notes
5. Click the Save button

Importing Leads in Bulk from Excel

1. On the CRM › Leads screen choose Favorites › Import records
2. Choose your Excel/CSV file with Upload File
3. Map the columns:
   • "Name" in Excel → in PORTWARE Lead Name
   • "Email" in Excel → E-mail in PORTWARE
4. Click the Import button

Adding Tags

To categorise lead records:

1. Open the lead record
2. Click the Tags field
3. Pick an existing tag or type a new tag name and press Enter

Suggested tags: "Fair 2024", "Web Form", "Referral", "Hot", "Cold", "VIP"

Assigning Leads

To assign a lead to a salesperson:

• Select the person in the Salesperson field of the lead form
• Or select a Sales Team to use round-robin assignment within the team

The Conversion

1. Open the lead to convert from the CRM › Leads screen
2. Click the Convert to Opportunity button at the top
3. Set the options in the dialog:
   • Conversion Action: "Create a new customer and opportunity" or "Link to an existing customer"
   • Salesperson: who will follow the opportunity
   • Sales Team: which team it is assigned to
4. Click the Create Opportunity button
5. The system takes you to the new opportunity automatically

Matching an Existing Customer

If the lead belongs to a customer who is already registered:

• PORTWARE detects similar customer records automatically
• A Similar Customers Found warning appears in the conversion dialog
• Choose "Link to an existing customer" to merge the customer data

Bulk Conversion

To convert several leads at once:

1. Tick the boxes on the left of the leads in the list
2. Choose Action › Convert to Opportunity at the top
3. Set the bulk conversion options and confirm

Customising Pipeline Stages

1. Go to the CRM › Configuration › Stages menu
2. Click a row to edit an existing stage or add one with New
3. Fill in these fields on the stage form:
   • Stage Name: for example "Discovery Call", "Demo Done"
   • Sequence: the order in the pipeline (smaller numbers to the left)
   • Probability: the default win probability at this stage (%)
   • Sales Team: select it if the stage belongs to one team

Changing an Opportunity's Stage

To move an opportunity to a new stage:

• In kanban: drag the opportunity card to the column you want
• On the opportunity form: click the stage buttons at the top or pick from the Stage drop-down

Scheduling Activities

1. Open the opportunity and go to the Chatter panel on the right
2. Click the Schedule Activity button
3. Fill in the activity form:
   • Activity Type: Call, E-mail, Meeting, To-Do
   • Summary: a short description (e.g. "Follow up on the price quote")
   • Due Date: when the activity is due
   • Assigned to: who will do it
4. Click the Schedule button

Completing an Activity

1. Click the Mark Done button on the activity card
2. In the window that opens:
   • Feedback: write your meeting notes
   • Optionally tick Next Activity and schedule the next one
3. Click Done or Done & Schedule Next

Activity Views

You can view your activities in several ways:

• CRM › My Activities: the list of your own activities
• In the pipeline kanban, the coloured dots under each card show the activity status:
  • 🔴 Red: an overdue activity
  • 🟠 Orange: due today
  • 🟢 Green: due later
  • ⚪ Grey: no activity (watch out!)

Shortcuts

• Alt + Shift + H: schedule a call
• Alt + Shift + M: schedule an e-mail activity
• Alt + Shift + L: schedule a meeting

Creating a Quotation from an Opportunity

1. Open the opportunity in CRM
2. At the top, click the New Quotation button

   This button requires the Sales module integration.

3. On the Sales Quotation form that opens:
   • Customer: filled in automatically (from CRM)
   • Expiration: how long the quotation is valid
   • Payment Terms: the terms (e.g. "30 Days")
4. Order Lines tab, use Add a line to add products/services:
   • Product: the product or service to sell
   • Description: a detailed description (filled in automatically, editable)
   • Quantity: the number of units
   • Unit Price: the sales price
   • Disc. %: an optional discount
5. Click the Save button
6. Click the Send by E-mail button to send the quotation

Marking an Opportunity as Won

1. Open the opportunity
2. At the top, the Won button

   Or drag the opportunity to the "Won" column in kanban.

3. The system sets the opportunity to "Won" and includes it in the statistics

Marking an Opportunity as Lost

1. Open the opportunity
2. Click the Lost button at the top
3. Choose the lost reason in the dialog:
   • Lost Reason: "Too expensive", "Chose a competitor", "No longer needed", etc.
   • Closing Note: a detailed explanation (optional but recommended)
4. Click the Mark as Lost button

Reopening a Lost Opportunity

To reconsider a lost opportunity:

1. On the CRM › Opportunities screen choose Filters › Lost
2. Open the opportunity
3. Click the Restore button
4. The opportunity returns to the pipeline

Configuring Lost Reasons

To add lost reasons specific to your company:

1. Go to the CRM › Configuration › Lost Reasons menu
2. Add a new reason with the New button
3. Example reasons: "Insufficient budget", "Timing mismatch", "Technical requirements not met"

Opening the Customer Card

1. Click the name in the Customer field of an opportunity or lead
2. Or search for the customer from the Contacts › Contacts menu

Smart Buttons

The smart buttons at the top of the customer record:

• Opportunities (3): all the customer's CRM opportunities
• Sales (5): all sales orders
• Invoices (8): all invoices and their payment status
• Projects (2): the customer's projects
• Support (4): helpdesk tickets

Note: the buttons shown depend on the installed modules and the customer's activity.

Tagging for Customer Segmentation

1. Open the customer record
2. Click the Tags field
3. Add segment tags: "VIP", "Growth", "At Risk", "Standard"
4. Use these tags for filtering and reporting

Communication History (Chatter)

In the Chatter area at the bottom of the customer record:

• See every e-mail exchange
• Add internal notes ( Log note)
• Follow the activity history
• Attach documents ()

Pipeline Analysis

1. Go to the CRM › Reporting › Pipeline menu
2. The default view shows the pipeline value by stage
3. To customise the view:
   • Bar chart
   • Line chart
   • Pie chart
4. Measures menu, choose the metrics you want to see:
   • Expected Revenue: the total pipeline value
   • Prorated Revenue: probability × expected revenue
   • Count: the number of opportunities

Sales Forecast

1. Go to the CRM › Reporting › Forecast menu
2. See the expected revenue by month or quarter
3. Group By menu:
   • Group by salesperson
   • Group by sales team
   • Group by month/quarter

Conversion Rate Analysis

1. Go to the CRM › Reporting › Pipeline Analysis menu
2. Choose the period with Filters
3. Calculate the won/total ratio in the pivot view

Activity Report

1. Go to the CRM › Reporting › Activities menu
2. Analyse the completed activities by activity type and person
3. See which activities are done most with Group By › Activity Type

Exporting a Report

To export any report to Excel:

1. In the report view click the Export button
2. Choose XLSX or CSV as the format
3. The file is downloaded automatically

Building Your Own Dashboard

To add the reports you use most to a dashboard:

1. In the report view choose Favorites › Add to Dashboard
2. Enter a dashboard name and save
3. Reach this view quickly from the dashboards on the home screen