Capture incoming enquiries
Enquiries from a website, phone, social networks or other channels can be recorded and assigned to the right person when the required sources and connections are configured.
Customer relationships and CRM
Track enquiries and customer relationships
A shared sales process helps the team see where an enquiry came from, who owns it, what was agreed and what should happen next. A CRM is the tool that supports that process.
Customer relationships and CRM
A customer conversation should not depend on one person’s inbox.
From first contact to follow-up after a quote, customer information is kept in a record available to authorised people. The team can continue the conversation without rebuilding its history.
What the process can include
A customer conversation should not depend on one person’s inbox.
Keep a useful history
Bring together contact details, conversations, documents and decisions for a company or person. Fields and access rights are set around actual needs.
Make sales stages visible
Set up stages that match the company’s sales cycle and use separate pipelines when different activities follow different rules.
Prepare the next action
Create reminders, tasks and notifications from an agreed stage change or rule. A person remains responsible for exceptions and important decisions.
Use AI as support
Depending on the platform, an assistant can suggest a draft, summarise a conversation or help prepare a task. The team reviews content and decisions.
Example process
A clearer view of sales follow-up
Customer relationships and CRM
- 01Enquiry received
- 02Need qualified
- 03Owner assigned
- 04Quote and discussion
- 05Follow-up planned
A clearer view of sales follow-up
The team can see open enquiries, their owner, stage and planned next action. Managers can spot records waiting for a response or decision.
Tools and workflow previews
Customer relationships and CRM
Illustrations from the original OptimaBiZZ pages. Available screens depend on the selected platform and its configuration.
Frequently asked questions
Customer relationships and CRM
Where can customer enquiries come from?
A web form, email, phone call, social network or campaign can feed the process when the source and required connections are configured.
Can emails, calls or messages be linked to the customer record?
Yes, if the selected platform and connections support it. Communications are attached according to company rules; call recording is not enabled by default.
Can sales stages be customised?
Yes. Stages and pipelines are shaped around the company’s actual sales cycle. Separate pipelines can be useful when activities follow different paths.
Can we add custom fields?
Records can include information needed for follow-up. Fields should be limited to data the organisation actually needs.
Can reminders and notifications be automated?
Yes. A rule can create a task, notify someone or prepare a follow-up when agreed conditions are met.
Who can see or edit records?
Rights can be configured by role and need. Exact rules are agreed with the company and depend on the selected platform.
Do we have to use AI in the CRM?
No. AI is optional. Where it helps, it can draft text or summarise an exchange; the team reviews the result.
Related functions
Solutions
Talk about your operations
A shared sales process helps the team see where an enquiry came from, who owns it, what was agreed and what should happen next. A CRM is the tool that supports that process.