Working with CRM objects

1. General information about CRM objects

The IPTel CRM system is designed to conveniently manage all business processes related to customers. In this article, we'll take a step-by-step look at how to work with the main objects in the system: calls, comments, emails, documents, tasks, deals, offers, contacts, subscription products, and ordered goods.

Basic CRM objects:

• Leads — potential clients who can become your customers.
• Contacts — information about individuals with whom you communicate.
• Transactions — records of active or completed sales.
• Companies — legal entities or organizations with which your business cooperates.

Access to objects

Access to CRM objects is regulated by the access rights settings, which allows you to flexibly control who can view or edit what data.

Tools within objects

In each of these objects, tools are available to effectively manage customer interactions:

• Calls — to record the history of phone calls.
• Comments — to record important notes.
• Email — send and receive emails directly from CRM.
• Documents — saving contracts, invoices, reports.
• Tasks — set and control the execution of tasks.
• Deals — display related deals.
• Chats — for quick communication with colleagues or clients.
• Events — plan meetings and important events.
• Tickets — for managing customer inquiries and requests.

Additional features:

• Proposals — available for the Lead object to quickly generate commercial offers.
• Subscription products — available for contacts and companies to conveniently keep track of services or products that are provided on a regular basis.
• Associated сontacts — for companies, you can create connections with all relevant contacts.

Color markers

For convenience and quick navigation, IPTel CRM supports the function of custom coloring of elements in the table (works for objects of the "lead" type):

• Deal phases can be highlighted in different colors for visual identification (for example, "Approved" in green, "Pending" in yellow).
• Customize deal ribbons based on phases or selected criteria.
• Choose pastel colors to reduce eye strain and improve usability.

• How do I activate color customization? Go to the Kanban settings and select the Phase color option. Set colors for each stage.

This structure allows you to effectively manage all aspects of working with customers and partners, providing transparency and control over each stage of interaction.

2. Calls

Displaying calls

All incoming and outgoing calls are automatically linked to objects (e.g., leads) via a phone number.
Calls can be listened to, downloaded, or transcribed into text using artificial intelligence.
Decrypted conversations allow you to search by keywords, analyze the use of stop words, and more.

Additional features:

Auto Dialer: Calls with statuses are automatically updated in CRM.

3. Comments

Adding comments:

You can leave comments on any object (lead, deal, contact). They are available to all users who have access to the corresponding object.

Features of comments:

All comments are visible in the activity feed of objects. Access to editing depends on user rights.

4. Email

Integration of mailboxes:

Emails automatically get into CRM as part of the correspondence chain. The system supports integration with popular email services such as Gmail.

Sending letters:

You can create and send emails directly from your CRM. You can attach documents to emails.

5. Documents

Upload and use:

Documents are attached to objects and can be sent to the client. The system supports work with document templates in the formats of .docx and .pdf.

Automation:

Invoices, contracts, etc. are automatically generated using templates. Documents can be integrated with other systems, for example, through the "Vchasno" platform.

6. Tasks

Tasks in IPTel are your personal CRM organizer. You can create tasks tied to leads, deals, or contacts so that you don't forget important actions. But there's a caveat: to create a task, you need to select the appropriate funnel. Otherwise, the task will not be saved.

All tasks are automatically displayed in the activity feed of the object from which they were created. You can easily track the statuses: in progress, completed, etc.

Tasks can be linked to leads, deals, or other objects. This helps managers organize their workflow and avoid missing important actions.

Execution control: tasks have statuses (completed, in progress) and deadlines.

7. Agreements and offers

Deals:

All stages of a sale are displayed: from creation to completion.

Deals have associated contacts, documents, calls, and tasks.

Proposals:

Proposals are commercial documents that can be created for prospects (leads) based on templates and sent directly through CRM.

Key features:

• Available only for leads. Offers can be created exclusively for leads, which allows you to work effectively with potential customers at the engagement stage.
• They are not considered in the accounting of transactions in reports. Since offers are intended for the preliminary stage of interaction, they do not affect the overall statistics of transactions in CRM reports.
• Ability to send multiple proposals for one lead. This allows you to offer different options for cooperation or service packages to your customer, which increases the chances of a successful deal closing.

Converting an offer into a deal:

When a lead selects one of the sent offers, it can be converted into a deal. After that, the deal will be automatically added to the CRM and accounted for in reports, allowing you to track its status, stages of execution, and results.

This approach provides flexibility in working with potential customers and allows you to effectively manage the sales process at all stages.

8. Contacts

In the IPTel CRM system, contacts are not just a list of phone numbers or email addresses. It is a convenient tool for storing and managing all the important information about your customers.

What can be stored in contacts?

CRM allows you to store the following details about customers:

• Name — for personalized communication.
• Phone number and email — for quick communication.
• Interaction history — calls, correspondence, tasks, deals, and other activities to keep up with the latest events.

Features of working with contacts

• Communication with companies: contacts are available only for companies. This means that you can see only those contacts who have the company whose card you are currently working on selected in the Company field. This ensures order in the database and allows you to focus on relevant information for a particular company.
• Integration with deals, tasks, and calls: contacts can be linked to various business processes: from deals to calls and tasks. This allows you to quickly get the full context of customer interaction.
• Grouping for personalized work: you can create groups of contacts for targeted campaigns or analytics, making your work more efficient.

9. Subscription products

Subscription goods:

Displays the customer's active subscriptions and can be converted to a deal if necessary.

Subscription products are available for contacts and companies.

Chats

IPTel CRM allows you to work with customers directly through chats. You can communicate via Telegram, Viber, or SMS directly from a lead, contact, or company card. If the client responds, all correspondence is synchronized and displayed in the system.

Additional features

In addition to the basic functionality, IPTel also offers:

• Work with funnels: each funnel consists of several phases that allow you to better organize work with leads and transactions.
• Activity history: all actions with an object (status changes, comments, calls, emails) are saved in the history.
• Duplicates: the system automatically detects duplicate records (leads, contacts, companies) and offers to merge them.
• Events: this block displays all the main actions that happen to a specific entity (lead, deal, contact, etc.). You can see:

Ticket history: allows you to see all requests (tickets) associated with a specific entity.

Access and rights to data in CRM

All actions with objects are limited by the access rights that the administrator sets:

• Global access (for all users).
• Personal access (for responsible managers only).

Checklist for working with objects

• Calls: listen, decrypt, change status.
• Comments: add or view comments in the activity feed.
• Email: send an email with a document attached.
• Documents: upload or create a document from a template.
• Tasks: create and change status.
• Deals: track sales stages.
• Proposals: generate and send.
• Contacts: save and segment.
• Products: control subscriptions and orders.
• Events: monitor changes in the card.
• Tickets: view the history of communication.

IPTel CRM provides convenience and speed of managing all objects, which helps to optimize business processes and increase work efficiency. If you have any questions or need to make improvements while working with the software, please contact technical support and we will be happy to help!