CRM

The CRM module manages every relationship your firm has — from the first cold contact to a lifelong client.

Pages in this module

Contacts vs accounts vs clients

This trips people up, so:

• A Contact is a person. Can exist without being linked to a company.
• An Account is an organisation. It has one or more contacts and an assigned account manager.
• A Client is an engaged party you're billing. Can be an individual contact or an account.

So a corporate client is typically: Account → several Contacts → converted to Client for billing.

The pipeline

Prospect status

• NEW — just captured
• CONTACTED — first outreach made
• QUALIFIED — there's a real opportunity
• ACCEPTED — they agreed to engage
• REJECTED — they declined
• CONVERTED — now a client

Lead view

CRM → Leads → Pipeline shows leads as a drag-and-drop kanban. Move cards across columns as they progress.

Converting

When a lead is ready, convert it — it becomes a client. From there, a matter can be opened.

Consultations

A consultation captures a first meeting:

• Date, attendees, outcome
• Next steps
• Whether the prospect should progress to a lead/client

Complaints

Complaints have their own pipeline so nothing slips. Log, assign an owner, track to resolution, and record the outcome.

CRM Actions

Follow-up tasks — calls, emails, meetings, reminders — logged against any CRM target. Under CRM → Actions you see what's outstanding.

Client satisfaction

After a matter closes, a satisfaction score can be recorded against the client. Use this to spot at-risk relationships early.

Related docs

• Client & matter lifecycle
• Matters