Customer Relationship Management

The CRM menu covers the whole life of a customer relationship on paper: chasing a lead, logging the calls and visits that warm it up, running campaigns and surveys, answering complaints and support tickets, selling service contracts — and, on the other side of the menu, maintaining the equipment you installed, from the contract through the work order to the invoice.

It helps to know one thing before you start. These are four separate products sharing a menu root, not one system. The support desk and the maintenance register are separate worlds — you cannot even raise a trouble ticket against a maintained machine — and each half keeps its own warranties, its own fault catalogues and its own customer history. Read the overview first; it explains the split, the four licences, and which nine screens look like documents but are really master files.

The second thing worth knowing early: this module has no reports, no dashboards and no scheduler. One printed form ships with it. Everything that looks scheduled — expanding a maintenance contract into visits, turning those into work orders — happens when somebody presses a button. Plan your reporting and your reminders accordingly.

Start Here

The map of the module, the settings, and the order to build a fresh installation in.

🗺️CRM OverviewThe four products, the menu tree, the four licences, and the nine screens that look like documents but are not.🚀Getting StartedA separate setup sequence for each half of the module, and the one status setting that decides whether maintenance records anything at all.⚙️CRM SettingsThe module settings option by option — including the two that are on the screen and change nothing.📊Reports and Printed FormsWhat ships for reporting, which is one print form, and the four routes to everything else.

The Sales Pipeline

Chasing a lead from first contact to a customer record — and what the pipeline genuinely tracks.

🎯The Sales PipelineThe real chain from lead to customer, and why offers, analysis and projects sit outside it.🌱LeadsCapturing a prospect, classifying it, assigning it, and the products it is interested in.📈PotentialsPromoting a lead to a live opportunity, and what the sales stage does and does not drive.🔄Converting a LeadWhat each conversion button actually produces — including the quotation that arrives empty.📦OffersA work package of assigned staff and preparation time — not a priced quotation.🏗️Projects and AnalysisImplementation and training plans, and the internal development-request register.

Activities

The calls, visits and plans that move a relationship forward — and the only two screens in CRM that change anything.

📞CallsLogging a call, the call-back chain, and how a call rewrites the lead's status and classification.🚪VisitsThe visit document, the mobile check-in with its coordinates and signature, and the module's one printed form.📝Visit RequestsA prefill template for a visit — with no approval step and no link back.🗓️Work PlansThe one screen that generates work in bulk: tick the lines and it creates the calls and visits.✅Tasks and Follow-UpsA to-do card with a timesheet, and a follow-up document nothing reads.

Marketing and Surveys

Campaigns, plans, quotas and questionnaires — and an honest account of what each one measures.

📣CampaignsRecording a campaign and attributing a lead to it — and why a won deal can never be traced back.🗺️Marketing PlansA planning grid with monthly figures and deviations you maintain by hand.🎯Target PlansActivity-count quotas per salesperson, and why the Actual update button cannot fill them in.❓Questionnaire TemplatesBuilding the question set, the answer choices and the HTML templates behind a survey.📋QuestionnairesIssuing a survey, getting it answered, and reading the answers back one at a time.

Support

Complaints, trouble tickets, the work done against them, and the contracts that cover them.

🛟Support OverviewThe two intake documents, when to use each, and what the support desk deliberately does not do.🎫Trouble TicketsThe ticket lifecycle, assignment, the stopwatch, and the coverage shown from contracts and warranties.🔀Ticket Follow-UpsThe status gateway — eight of the thirteen ticket statuses are reachable only from here.⏱️Ticket ExecutionsRecording who worked on a ticket and for how long, and how the hours reach the ticket.📮ComplaintsTaking a complaint, linking it to the document it came from, and converting it to a ticket.📜Service ContractsThe contract that is also the invoice — what it covers, what it bills, and what its status does not enforce.

Machine Maintenance

Equipment records, contracts, planned visits, work orders and invoicing.

🔧The Machine FileThe spine of the suite: identity, owner, location, warranty and a genuine service-history view.🗂️Maintenance SetupMachine types, locations, classifications, fault catalogues, service catalogue, task templates and statuses.🔁The Maintenance CycleThe real chain from contract to invoice, with every step marked automatic or manual.📑Maintenance ContractsCovered machines, visit types, entitlement quantities, and expanding the contract into work plans.🛠️Orders and ExecutionsThe work order, its dysfunctions and spare parts, and what the technician's execution sheet does and does not move.🧾Maintenance InvoicingWhere stock and money actually move, how work is priced, and how contract entitlement is drawn down.

Service Maintenance

The parallel suite for businesses that service sites rather than machines.

🔍Services or Machines?Which of the two maintenance suites fits your business, and the full list of what the service branch lacks.🏢Service RecordsThe serviced-site file — customer, location and the task list that goes with it.📋Service OrdersContracts, work plans, notices, orders and executions on the services side.💵Service InvoicingWhat this branch can bill — spare parts only — and the workaround for charging labour.

Reference

The files everything else points at, the term settings behind the buttons, and one register that belongs to nothing.

🤝Mediators and AgentsThe introducer file referenced across the module, and its near-identical twin.🏷️Classification FilesActivity types, lead classifications, industries, campaign types and rejection reasons.🧯Problem CataloguesComplaint types and sources, problems and their classification.🛡️WarrantiesThe CRM warranty register, what its coverage check really matches, and what it does not enforce.⚖️CompetitorsRecording who you are bidding against, and the honest limits of that capture.❔FAQThe answer file created from a ticket — and why it is not a knowledge base.📐Document TermsWhich CRM documents have terms, the accounts behind them, and the generation pairs that drive every button.⚠️Risk RegisterAn FMEA-style register of problems, likelihood and solutions — connected to nothing else in the menu.