CRM

CRM covers everything involved in managing leads, working with channel partners, and handling customer support — from first enquiry through to a closed deal or resolved ticket.

Who can do this

Sales Agent, CRM Admin.

Manage leads

1. Go to CRM → Leads.
2. Use the status tabs to see leads at each stage — new, in progress, transferred, or closed.
3. Open a lead to view its full history, add follow-up notes, or update its status.
4. To add a new lead by hand, click Add Lead and fill in their details.

You can also bulk-import a list of leads from a spreadsheet using the Import Leads option.

Some teams use an enhanced lead workflow that includes an activity timeline and a suggested next step for each lead — if your organisation has this enabled, you'll see it as an extra tab alongside the standard lead list.

Manage channel partners

1. Go to CRM → Channel Partners.
2. Click Add Partner to register a new partner, or open an existing one to edit their details.
3. Track commission and review documents submitted by the partner from their profile.

Channel partners can also be given their own login to access a scoped view of their own leads and commissions.

Manage tickets and complaints

1. Go to CRM → Tickets.
2. Click Add Ticket to log a new customer issue, or open an existing ticket to update its status and add notes.
3. Configure response-time targets and ticket categories from the Settings area of this section, if your role has access to it.

Other CRM tools

• Chat — message customers directly, with support for sharing files.
• Customer Search — quickly find a customer record across the system.
• Ratings — review customer feedback and ratings.
• Timesheets — log time spent working with customers or leads.
• Statements — view a customer's account statement.