Sales & CRM Module

1. Module Overview

The Sales & CRM Module powers the complete revenue lifecycle — from the first customer lead and quotation through order fulfillment, invoicing, payment collection, and customer relationship retention. It provides sales teams with tools to manage the quoting pipeline, process confirmed orders, track deliveries, handle returns and credit adjustments, reconcile daily cashier collections, and automate CRM activities.

Business Value:

• Eliminate Manual Handoffs: Automatically link quotations, sales orders, delivery orders, and invoices.
• Real-Time Pipeline Visibility: Track opportunities and sales performance in real-time.
• Improved Customer Experience: Unified interaction history and multi-channel support center.
• Optimized Incentives: Transparent, automated commission tracking and payouts.

Core Capabilities

• Customer Relationship Management: Complete 360-degree customer profile view, contact hierarchy, and interaction tracking.
• Sales Process Automation: Visual pipeline management, opportunity tracking, quote generation, and forecasting.
• Lead Management: Multi-channel lead capture, scoring, automated routing, and conversion tracking.
• Customer Service & Support: Ticket creation, knowledge base integration, SLA compliance monitoring, and feedback collection.
• Advanced CRM & Automation: Automated sales follow-ups, email cadences, predictive lead scoring, and customer churn prediction.

Industry-Specific Features

• B2B Sales: Account-based marketing, complex multi-stakeholder decision management, and contract tracking.
• B2C Sales: Mass market management, loyalty reward programs, and cashier Z-reports.
• Service Industries: Subscription management, recurring revenue, and maintenance contract renewals.

Compliance & Security

• Data Privacy (GDPR): Built-in consent management, secure customer data handling, and role-based access control.
• Sales Compliance: Multi-level approval workflows for credit limits and contract terms, complete audit trails, and document tracking.

2. Key Concepts & Terminology

3. Included Applets

Customer Relationship Management (CRM)

Document Lifecycle

Adjustments & Returns

Reporting & Analytics

Commission & Specialized

4. Standard Business Workflows

Workflow 1: Quote-to-Cash (Standard Sales Cycle)

┌──────────────┐    ┌──────────────┐    ┌──────────────┐    ┌──────────────┐    ┌──────────────┐
│   Sales      │───▶│   Sales      │───▶│   Delivery   │───▶│   Sales      │───▶│   Receipt    │
│   Quotation  │    │   Order      │    │   Order      │    │   Invoice    │    │   Voucher    │
└──────────────┘    └──────────────┘    └──────────────┘    └──────────────┘    └──────────────┘

Steps:

1. Sales Rep creates a quotation in the Sales Quotation Applet and sends it to the customer.
2. When accepted, the quote is converted to a Sales Order in the Sales Order Applet.
3. Warehouse receives the Delivery Order via the Delivery Order Applet and ships goods.
4. Finance generates the Sales Invoice via the Sales Invoice Applet.
5. Payment is recorded using the Receipt Voucher in the Financial Accounting module.

Workflow 2: Returns & Credit Adjustment

Customer Complaint ──▶ Sales Return ──▶ GRN (Stock In) ──▶ Credit Note ──▶ Refund Note

Steps:

1. Customer contacts the sales team about a defective or incorrect item.
2. Sales Rep creates a Sales Return in the Sales Return Applet.
3. Warehouse confirms receipt of returned goods via the Sales GRN Applet.
4. A Credit Note is issued via the Credit Note Applet to adjust the customer balance.
5. If a cash refund is required, a Refund Note is generated.

Workflow 3: End-of-Day Cashier Reconciliation

POS Transactions ──▶ Cashier Collection Report ──▶ Z Report ──▶ Bank Deposit

Steps:

1. Throughout the day, POS terminals process sales via the POS Terminal Applet.
2. At shift end, the store manager opens the Daily Cashier Report Applet to review collections.
3. The Z Report is generated to lock the day’s totals.
4. Physical cash is reconciled against the digital totals and deposited to the bank.

Workflow 4: Commission Payout Cycle

Sales Finalized ──▶ Commission Calculated ──▶ Cycle Closed ──▶ Payout Processed

Steps:

1. As invoices are paid, commissions accumulate in the Sales Commission Applet.
2. At period end, the manager reviews the Commission Cycle and locks the period.
3. Finance processes payments via the Payout Processing workspace.

Workflow 5: Lead-to-Cash Process

Lead Generation → Qualification → Opportunity → Quote → Negotiation → Close → Fulfillment

Steps:

1. Leads are captured via multiple channels (web, social, events) in the UCC Applet.
2. Leads are scored and qualified by the sales team.
3. An Opportunity is created and updated along the sales pipeline.
4. A Quote is generated from the opportunity and sent to the customer.
5. Negotiation is conducted, terms are finalized, and the deal is marked as won (Sales Order).
6. Fulfillment starts and leads to invoice billing and final payment collection.

Workflow 6: Customer Lifecycle Management

Prospect → Lead → Opportunity → Customer → Retention → Expansion → Advocacy

Steps:

1. Prospects are engaged via campaigns.
2. Conversion to lead tracks initial contact details.
3. Opportunity tracking aligns sales team activities.
4. Closed deal creates the customer master record.
5. Service support ensures retention.
6. Upsells and cross-sells expand the account value.
7. Satisfied customers become reference advocates.

Workflow 7: Customer Service Process

Issue → Ticket Creation → Assignment → Resolution → Follow-up → Closure

Steps:

1. An issue is received through email, chat, or phone.
2. A ticket is created in the Unified Contact Center (UCC) Applet and prioritized.
3. The ticket is assigned to a support agent based on routing rules.
4. The agent resolves the issue and records details in the knowledge base.
5. Follow-up is conducted to verify customer satisfaction.
6. The ticket is closed and CSAT metrics are updated.

5. Roles & Permissions

6. Prerequisites / Initial Setup

Before going live with Sales & CRM, ensure:

• Core Module — Organisation, branches, and locations are configured
• Customer Maintenance — Customer records are created or imported
• Inventory Item Maintenance — Products/services are defined with pricing
• Chart of Accounts — Sales revenue, COGS, and receivables accounts exist
• Tax Configuration — Applicable sales tax codes are configured
• Pricebook — At least one pricebook is set up with item prices
• Each sales applet has its Application Settings, Default Selection, and Printable Format Settings configured

Setup Sequence

Recommended configuration order:

1. Organization Setup (Company details, branches, departments)
2. Financial Foundation (Chart of Accounts, Tax Configuration, Cashbooks)
3. Master Data (Customers, Suppliers, Employees, Items catalogue)
4. System Configuration (Tenant Admin settings, user permissions, workflow rules)

Phased Implementation Approach

• Phase 1: Foundation Setup: Define customer hierarchies, classifications, sales territories, and import customer data.
• Phase 2: Sales Process Implementation: Set up pipeline stages, quote templates, pricebooks, discount rules, and lead-routing criteria.
• Phase 3: Service & Analytics: Configure support ticket workflows in the UCC Applet, SLA monitors, and sales performance dashboards.

7. FAQs & Troubleshooting

Q: A Sales Order was created but no Delivery Order appeared. Why? A: Delivery Orders are typically generated manually or via workflow rules. Check the Workflow Settings in the Sales Order Applet to ensure the automation is enabled.

Q: The cashier’s Z Report total doesn’t match the physical cash drawer. A: Open the Daily Cashier Report Applet and filter by the specific cashier and shift. Compare individual transaction entries against physical receipts to identify the discrepancy.

Q: Can a Sales Quotation be edited after it’s been sent? A: Yes, as long as the quotation has not been converted to a Sales Order. Once converted, the original quotation is locked.

Q: How do I change the PDF layout of a Sales Invoice? A: Navigate to Sales Invoice Applet → Settings → Printable Format Settings. Upload your updated .jrxml template and mark it as the default.

Q: A customer wants a proforma invoice before committing to the order. Which applet do I use? A: Use the Internal Sales Proforma Invoice Applet to generate a preliminary invoice that can be sent before goods are shipped.

Troubleshooting Common Issues

• Low User Adoption: Review training materials, check for slow interface loading, verify process alignment, and capture feedback.
• Data Quality Problems: Set up data validation rules in customer records and pricebooks, establish clear data entry guidelines, and run clean-up scripts.
• Integration Failures: Check API endpoints, verify transaction mapping, and inspect error logs inside the Custom Processor Applet or system console.