What CRM owns
- Customers — the master customer record shared across the entire ERP
- Deals & pipelines — track opportunities through your sales stages
- Interactions — log calls, meetings, emails, and notes against customers
- Health scores — automated scoring based on activity, spend, and engagement
Data flows out of CRM to
| Module | What it sends |
|---|---|
| Finance | Customer invoices |
| Sales & POS | Customer data for orders |
| Contracts | Customer contracts |
| Dashboard | Customer metrics |
The customer record is the single source of truth across all modules. Always create the customer in CRM first — do not create customers directly in Finance or Sales.
Common tasks
Add a new customer
Fill in the customer details
Enter company name, primary contact name, email, phone, and billing address. The billing address will pre-fill on every invoice raised for this customer.
Set payment terms
Choose the default payment terms (e.g. Net 30). These auto-populate on every invoice for this customer — you can override per invoice if needed.
Add a tax or VAT number (optional)
If the customer is VAT-registered, enter their number. This appears on invoices and is required for B2B compliance in many jurisdictions.
Create a deal
Link to a customer
Select the customer this deal is for. If they don’t exist yet, create them in CRM first.
Set deal details
Enter the deal name, expected value, expected close date, and the current pipeline stage.
Assign to a team member
Set the deal owner — the person responsible for closing it. They will receive activity reminders.
Move through stages
Drag the deal card across your pipeline as it progresses. Each stage change is logged with a timestamp.
Log an interaction
Add details
Write a summary of the conversation, decisions made, and any follow-up actions required.
Set a follow-up reminder (optional)
Toggle Add Reminder and set a date. You will be notified at that time to follow up.
Convert a won deal to an invoice
Review the invoice draft
The customer, deal value, and any line items from the deal are pre-filled. Adjust as needed.
Merge duplicate customer records
Open CRM → Customers
Identify two records that represent the same customer (e.g. created via manual entry and via an import).
Review what will be merged
The system shows all deals, interactions, invoices, and contracts that will be moved to the primary record. The duplicate will be permanently deleted.
Export the customer list
Apply any filters
Filter by tag, account manager, country, or payment terms to export a specific subset.
Customise your pipeline stages
Mark a stage as Won or Lost
The final positive stage should be marked Won and the exit stage Lost — these feed the win rate metric on your dashboard.
Troubleshooting
A customer is not appearing in the Finance or Sales dropdown
A customer is not appearing in the Finance or Sales dropdown
The customer may have been created without an email address, which is required for invoicing. Open the customer record in CRM, add a valid email, and save. They should appear in the dropdowns immediately.
The health score has not updated after a new payment
The health score has not updated after a new payment
Health scores refresh every 24 hours. If a payment was recorded in Finance today, the score will update on the next overnight refresh. If it still has not updated after 24 hours, check that the invoice is linked to the correct customer in Finance.
A deal is stuck on the wrong pipeline stage
A deal is stuck on the wrong pipeline stage
Open the deal and manually drag it to the correct stage, or use the Stage dropdown within the deal record. If the stage you need does not exist, go to CRM → Deals → Manage Stages and add it.
I can't delete a customer
I can't delete a customer
Customers with linked invoices, contracts, or open deals cannot be deleted. This protects financial and contractual records. Archive the customer instead — archived customers are hidden from all dropdowns but their historical data is preserved.
Interactions are showing but emails I sent externally aren't logged
Interactions are showing but emails I sent externally aren't logged
CRM does not automatically pull in emails sent from your personal email client. You need to manually log interactions, or use the email provider integration under Settings → Email which enables one-click logging from supported clients.
I imported customers from a spreadsheet but some are missing
I imported customers from a spreadsheet but some are missing
Import failures are logged in the import results file. Common causes: missing required fields (company name or email), duplicate email addresses, or unsupported special characters. Download the error report from the import screen to see exactly which rows failed and why.
FAQ
Can I import customers from a spreadsheet?
Can I import customers from a spreadsheet?
Yes. Go to CRM → Customers → Import and download the template CSV. Fill in the required columns (company name, email) plus any optional fields, then upload. Existing customers are matched by email — duplicates will not be created.
How is the health score calculated?
How is the health score calculated?
The score is based on four weighted factors: recency of last interaction, payment history (on-time vs overdue), total contract value, and open support ticket volume. The exact weighting is fixed and cannot be customised. A score above 70 is healthy; below 40 is at risk.
Can I create contacts within a customer (e.g. multiple people at the same company)?
Can I create contacts within a customer (e.g. multiple people at the same company)?
Yes. Open a customer record and go to the Contacts tab to add multiple named contacts. Each contact can have their own email and phone. When sending invoices or emails, you can select which contact to address.
Can I customise the pipeline stages?
Can I customise the pipeline stages?
Yes. Go to CRM → Deals → Manage Stages. You can add, rename, reorder, and delete stages. Deleting a stage requires you to move any existing deals to another stage first.
What happens to a customer's data if I delete the record?
What happens to a customer's data if I delete the record?
Customers with linked invoices, contracts, deals, or orders cannot be deleted. Archive them instead. If a customer has no linked data, deleting is permanent and cannot be undone. Use Archive unless you are certain the record is a true duplicate with no associated history.
See also
Sales & POS
Convert CRM deals into sales orders and quotes.
Contracts
Create and manage contracts linked to CRM customers.
Scheduling
Book resources and appointments for CRM customers.