Customer Relationship Management

Last updated: october 24, 2019

Customer Relationship Management


Client Relationship Management, which is the most significant piece of a business, is streamlined with Odoo CRM framework. Odoo CRM is a blend of 8 Apps and Plugins. For productive administration of client connection, you should introduce all the accompanying Apps/Plugins.


  • CRM

And enlisted apps can further improve the CRM capabilities


  • CRM Gamification

  • Marketing campaign

  • Survey CRM

  • Contact Form

  • Resellers

  • Lead to Issue

  • Opportunity to quotation

Some of the useful features of Odoo CRM includes


  • Priorities activities

Priorities the subsequent activities in pipeline and meet your objectives proficiently.


  • Track your sales activities.

Track the business organizes all the more effectively through deals pipeline Kanban see.


  • Schedule Meetings

Schedule meetings straightforwardly from the customer opportunity.


  • Dashboards

Collect all pivotal details with regard to ongoing and done business activities from Dashboard.


  • Get in touch with customers

Keep up Communication with clients by means of email, telephone, visit, and internet based life from inside your Odoo CRM.


  • Leads Promotion

Begin campaign by sending auto produced emails to customers in Leads. Appoint a sales rep to pursue the lead and promote it.


  • Opportunities Analysis

Dissect your chances pipeline with cutting edge channels, gathering, drill down, and so forth.


  • Lead Scoring

Score your leads dependent on unequivocal and verifiable criteria and choose which lead fulfills the benchmark to progress toward becoming chance.


  • Customized Alerts

Set custom alarms for circumstances dependent on certain exercises


  • Analyze Opportunity lost

Analyze the reasons behind the loss of opportunities and improve your sales efficiency.


  • GeoIP

Distinguish nations, states and urban areas of leads consequently from your guest IP address.


  • Automate routines and Focus on sales

Automate routine business exercises, don't sit around idly on look after information.


Odoo CRM general workflow

CRM in Odoo can be clarified as a progression of occasions that begin with distinguishing a Lead (a future deal probability) and goes through various stages like Opportunity, Quotation, Sale Order and genuine deal (receipt age and installment). Odoo coordinates Customer Management module alongside these procedures to achieve compelling Customer Relationship Management. The fundamental advances engaged with following a deal can be recorded as beneath.


Lead: - A conceivable future deal, it might be made in light of the fact that a client enquired an item


Opportunity: - More plausibility of offer. Here onwards the association may name an individual to catch up the client.


Pipeline:Pipeline: - it is an advantageous instrument given by Odoo to follow Opportunity. You can make numerous stages dependent on the likelihood of the Sale and track all the more adequately.


Quotation: - When opportunity wons, then next action triggered is sending quotation to the customer.


Followed the Quotation changes to Sale Order, later to Invoice Generation and Payment.


System Users


There are three kinds of default client to the extent CRM (Including Sales + Purchase + Customer Management) module is concerned.


Manager: - who will have total access over every one of these Sales, Purchase modules.


User - Own documents only: This client will have the consent to control the reports and passages made by him. For instance, you can limit a business official from getting to another business administrators records.


User - All documents: - might be a business head, he needs to see every one of the reports by all deals speak to.


Plan Your Activities and Get Organized


Planning activities is the ideal method to keep on track with your work. Get helped to remember what should be done and plan the following activities to attempt.


Your activities are accessible any place you are in Odoo. It is seamless to manage priorities needs.



Activities can be arranged and overseen from the chatters or in the Kanban views. Here is a case for opportunities:



You can without much of a stretch make a lead from the CRM pipeline itself. You should simply CLICK the + BUTTON defined in the pipeline organize.


Odoo likewise enables to you make new and distinctive pipeline stages as indicated by your need. You click the Add a Column choice laid there.



TRACKING ACTIVITIES


Odoo enables you to track the activities in the least complex manner. Activities can be tracked on each and every archive. One can view the exercises like – activities in due, or activities to be performed today or in future.


Activities can be followed from two spots i.e. from both Kanban card and from the form view.



SETTING ACTIVITY TYPES


By default, Odoo brings in several generic activity types such as call, email, meeting and so forth. If the user needs to set a new activity, he can go to Settings ? General settings ? Activity types.




Schedule meetings


Activities usually get planned for certain/specific days. However, in case, if you would like to set hours for your activity, under Odoo 13 CRM, you can go with the Meeting activity type.


Under the Meeting Activity Type, a calendar opens up for setting a preferred time slot.


Schedule chain of activities to follow


With Odoo 13, the user can easily plan their flow of activities. For that Go to Configuration ? Activity Types.


Later set the common following steps as Recommended next activities.



Once your activity finishes, select Done & schedule next. The action triggers for next steps automatically.



One would also be able to plan the following action for your lead. Odoo provisions next movement alternatives like Email, Call, Meeting, Follow up Quote, Call for Demo and so on.


MANAGING LOST OPPORTUNITIES


It is quite common to lose certain opportunities in business. However, you need to monitor the reasons why you lost them. Odoo can help you in recuperating them later on.


Mark a lead as lost


While in your pipeline, select any opportunity you need and you will see a Mark Lost button.

You would then be able to choose a current Lost Reason or make another one in that spot.






Manage & create lost reasons


One can define their Lost Reasons under Configuration ? Lost Reasons.


One can also select and rename the enlisted as well as make a new one from the spot.


Retrieving Lost Opportunities


In order to retrieve your lost opportunities and conduct certain actions on them (send an email, make a feedback call, etc.), go to the Lost filter in the search bar.



There you can see all the lost opportunities.


Add a filter on the Lost Reason to refine the.


For Example, Too Expensive.



Restore lost opportunities


From the Kanban view with the filter(s) set up, one can choose any opportunity you wish and work on it of course.



You can likewise reestablish it by clicking on Archived.



You can likewise reestablish/restore things in batch from the Kanban view when they have a place with a similar stage. Select Restore Records in the column options. You can likewise archive the similar way.


Acquiring Leads


Automatic leads assignation to team members


There will be various sales reps working inside the business group, with the quantity of leads expanded, you need to build the number of individuals to take a shot at it. The issue begins for the team manager to appoint the leads to them when group develops, Odoo helps in making the team manager life simple with automatic lead assignation.


Qualification step before creating an opportunity


The default sales activity is dealt with the opportunity pipeline; you can change that to add the qualification stage before making an opportunity.



Lead Mining (IAP)


Straightly from pipeline, generate new leads depending on country, technologies, size, etc.


Lead Scoring


The statistical analysis determining the probability of closing a lead.



Lead Enrichment (IAP)


Enriching leads with corporate data based on email addresses.



SMS


The user can also send SMS Text Messages from leads and opportunities.



Assumed that you start getting leads into the team, by default all those leads are unassigned.


Add members to your sales channel


One can add members to the sales team; that way those members will see the pipeline structure of the sales team when opening it. Any lead/opportunity appointed to them will connect to the sales team Hence, you must be an individual/member from one channel.


You can define maximum leads that ought to be relegated to the part inside 30 days, this will facilitate the way toward assigning leads to the member effectively.



One can also add an explicit domain to each user so as to assure that each user gets specific leads to work on based on their field of expertise or country, so on…


MANAGE MULTIPLE SALES TEAM


Odoo aids you to deal with several sales teams, offices or channels with explicit sales processes. One can spread their business exercises or the sales activities into the numerous sales team, contingent upon the product, service or region, the motivation behind setting various sales group may likewise be to setup the various sales process as well.


To do so, we use the concept of Sales Team.


Create a new sales team


To create a new Sales Team, go to Configuration ? Sales Team.


There the end user can provide an email alias to it. All messages sent across to that email address shall generate a lead/opportunity.



Add members to your sales team


You can add members to any business channel or sales group; that way those members will see the pipeline structure of the business group when opening it. Any lead/opportunity doled out to them will connect to the sales team. Subsequently, you must be an individual from one group.


This will facilitate the process review of the group administrator/team manager.



Upon filtering the specific channel in pipeline, one can view all the opportunities.



Sales channel dashboard


From the sales Team Dashboard under reporting, one can preview all the operations and sales channel results at a glance.


It is imparted to the entire system so every income stream is incorporated into it: Sales, e Commerce, PoS, and so on.



Convert Leads into Opportunities


Opportunity is a certified lead. The particular arrangement has met certain criteria and show a high incentive to the business, or a high likelihood of closing, you have to get the enough subtleties from your visitors. On the off chance it matches with your business intrigue, you can change over them into opportunities.


You can gather the leads instead of creating an opportunity and setup the procedure to qualify those leads before you convert them into opportunities.


Odoo helps you to convert a lead into an opportunity and assign them to the correct sales reps. One can activate this mode from the CRM Settings. It applies to every one of your business channels by default. Yet, you can make it explicit for explicit channels from their configuration form.


On the off chance if you already have an opportunity with that client Odoo will automatically offer you to converge with that opportunity. In a similar way, Odoo will consequently offer you to link to a current client if that client as of now exists. By default, if you have an opportunity made in the sales channel, you can have leads when somebody get in touch with you on the website contact us page or send an email to the predefined email address.


When you click on a Lead, you will have the choice to change over it to an opportunity and decide if it should even now be doled out to a similar channel/person and if you need to make another client.







Assign leads based on scoring rules


With Leads Scoring you can automatically rank your leads dependent on chose criteria's. For instance, you could score clients from your nation higher or the ones that visited explicit pages on your site. Simply saying you can gauge the score for an opportunity dependent on the client conduct on site.


Create scoring rules


You get a new tab in CRM app titled Leads Management, where the end user can manage the scoring rules.



For instance, you have a Canadian lead, you can modify it with different criteria to score your leads



Every hour every lead without a score will be automatically scanned and assigned their right score according to your scoring rules.



Assign leads


When the scores computed, leads can be doled out to explicit groups utilizing a similar area component. To do so go to CRM ? Leads Management ? Team Assignation and apply a particular domain on each team. This domain can incorporate scores.



Moving on, the end user can assign to a specific vendor within team even more refined domain.


To do so go to CRM ? Leads Management ? Leads Assignation.



Evaluate & use the unassigned leads


When your scoring standards are set up you will in all likelihood still have some unassigned leads. Some of them could in any case lead to a chance so it is valuable to accomplish something with them.


In your leads page you can put a channel to locate your unassigned leads.



Why not utilizing Email Marketing or Marketing Automation applications to send a mass email to them? You can likewise effectively find such unassigned leads from that point.




Generating leads or opportunities from Email


Each sales channel is equipped for making a lead/opportunity from the incoming emails.


Configure email aliases


Every sales channel can have its very own email alias, to create leads/opportunities automatically. This element is valuable in the event that you deal with a sales team with explicit business processes. You will discover the configuration of sales channels under Configuration ? Sales Team.




Any email sent to the endorsed email alias will make an opportunity in the pipeline for the particular sales channel or sales group.


Generating leads or opportunities from Email


Automating the lead/opportunity generation will significantly improve the operation efficiency. Any visitor utilizing the contact form on website will make a lead/opportunity in the pipeline.


To make the feature work, use contact us on website.


You should first go to your website app.



With CRM app installed, you benefit from ready-to-use contact form on your Odoo website that will create leads/opportunities automatically.



In order to change it to a specific sales channel, go to Website ? Configuration ? Settings, under Communication field, one can view the Contact Form info and field to change the Sales Team and Salesperson.



Sending Quotations


Upon successfully qualifying your lead into an opportunity, the following step is to send a quotation to the customer. One can initiate the action directly from the Odoo CRM application.



Create a new quotation


In order to create a new quotation, go to CRM->Sales->My quotations.


Upon clicking any opportunity/ lead, one can see a New Quotation button. This will eventually bring in a new menu to manage the end user’s quote.



Upon clicking send via email-



One can find all their quotes dependent to a specific opportunity under Quotations menu.



Mark them won/lost


Next step is to mark the opportunity either as won or lost for moving the process along.


Upon marking them as won, eventually it will be moved to Won column in the Kanban view. However, upon marking them as Lost it will be archived.


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