Digital CRM Module

Digital CRM in BigLedger is five applets that share one customer master and nothing else. The Unified Contact Center is the desk where messages arriving on WhatsApp, Telegram, SMS, Facebook Messenger, e-mail, voice, web chat, Instagram, LINE and the Lazada and Shopee marketplace chats become tasks that a rule engine routes to a team or an agent. Sales Force Automation is the lead register — leads, the organisations behind them, the projects, sources, stages, types and ratings you define for them, and the deals a lead is converted into. The Engagement Applet is a client-file register for an audit, assurance or tax practice — one record per client engagement with its fiscal year ends and staff roles — and the Event Management Applet keeps calendars, events and their participants, with an expense report read from the staff claims tagged to each event. The Bot Applet builds the menu-based chatbot the contact centre answers with, and it is the applet most readers do not know is here: on a channel endpoint with a bot linked, the bot answers first and the task is created only when its flow hands the conversation to a person. On an endpoint with no bot, the first message of each new conversation session creates the task itself.

This section is for whoever runs the contact-centre desk, the lead register, engagements or events. Start with How Digital CRM works: what each applet records, why nothing here posts, and what the module has no engine for.

Applets in this module

Membership is an editorial judgement — the product has no module↔applet relationship in its data. Five applets are documented under this module; what each records, the supporting applets owned elsewhere, and the registry rows without a page are on How Digital CRM works.

What the module has no engine for

Earlier descriptions of this module overstated it. What it has no engine for — and who does that job instead — is listed on How Digital CRM works.

Where to go next