CRM: from first enquiry to customer

Set up CRM first

Administrators should prepare lead statuses, sources, services, roles and customer ownership before the sales team starts entering records. Use your organisation’s terminology so staff can choose values consistently.

1. Review lead status and source choices in your account’s setup screens.
2. Confirm which fields are required and which custom fields your process needs.
3. Assign sales roles and test whether staff can see and edit the intended records.
4. Agree how the team identifies existing customers before creating a new entry.

Add or import leads

1. Open Leads and use the available add action.
2. Enter the contact or company name, phone with country code, email and relevant service.
3. Choose the source, current status and responsible person. Fill all required fields.
4. Save, reopen the lead and check the details. Add the next follow-up action.

For imports, use the template provided by your import screen, check date and dropdown formats, and try a small file first. Review the result before importing the remainder. Search existing records before repeating an import.

For website enquiries, use Web-to-Lead. Ask your administrator or Zeyora to help connect a form when needed.

Manage daily follow-up

1. Filter your lead list by owner, status or the available date filters. Use the board view when enabled.
2. Open a lead and review its previous activities before contacting the person.
3. Record the conversation, outcome and next action. Create a reminder or task where appropriate.
4. Update the status to reflect the actual progress. Record the reason when a lead is lost.

Convert leads and maintain customers

1. Search for an existing customer to avoid creating a duplicate.
2. Use the lead conversion action when the relationship is ready to become a customer. Review the information before saving.
3. Open the customer profile and check contacts, addresses, services and ownership.
4. Keep future notes, documents and commercial activity connected to the correct customer.

A customer can have several contacts or services. Keep each contact’s responsibility clear and use the customer history when handing work to another colleague.

Prepare quotations and hand over won work

1. Choose the customer and prepare a quotation using the enabled sales workflow.
2. Review services or items, quantities, prices, taxes, terms and the document preview.
3. Send through the available sharing action and record follow-up.
4. When accepted, use the available conversion or handover action and review the destination document before saving.

Coordinate services, projects and tasks

Where enabled, use customer services, service workflows, projects and tasks to hand over accepted work. Assign responsibility, due dates and the information the delivery team needs.

• Customer services: review service details, renewal or expiry information and responsible staff.
• Projects and tasks: assign the work, record progress and review due dates.
• Time entries: record the correct task and working period; review running timers before ending the day.
• Contracts and proposals: use the appropriate document workflow and check customer details before sharing.

Manage documents, KYC and portal access

Keep supporting documents on the correct customer record and use your account’s sharing controls. If KYC is enabled, review required information and approval status before continuing a restricted action.

• Invite the intended customer contact through the portal user controls when available.
• Check the recipient and access level before sharing a document or public link.
• Use signing or approval workflows only after checking the final document.
• If an action is blocked by KYC, follow the displayed requirement or ask the authorised reviewer.

Review sales performance

1. Select the report that matches your question: lead progress, ownership, customer activity or sales performance.
2. Set the date range, salesperson and other available filters.
3. Check whether the report counts leads, documents or financial transactions.
4. Open a sample underlying record before using the totals in a management review.

Use Field Sales reports for customer visits and field targets. Visit counts and sales value measure different outcomes.

Common CRM questions