CRM system for business

A CRM system (Customer Relationship Management) is a powerful tool designed to automate and optimize the processes of managing relationships with clients, partners, suppliers, contractors, and other key business contacts.

CRM systems make it possible to collect and organize client information, manage sales, monitor deal statuses, analyze performance, and make informed decisions based on the gathered data.

The main features and capabilities of CRM systems include:

1. Contact management: collecting and storing customer contact information, including names, phone numbers, email addresses, and other relevant details.

2. Sales management: planning and tracking sales stages, setting tasks and deadlines, and monitoring the performance of team members involved in the business project.

3. Task management: creating, assigning, and monitoring the completion of tasks related to sales, customer service, and other business processes (see article "Tasks").

4. Deal management: planning, organizing, and analyzing the stages of deals, as well as tracking interactions with clients and partners at every stage of the process.

General settings

The Funnel list allows you to click on any funnel name. This opens a dropdown menu showing all available CRM funnels, where you can then select a tab to view data for a specific branch.

Funnel creation and setup

To create a new funnel, click "+ Create funnel" in this menu.

In the creation window, provide a name and select a currency to create an empty funnel (without stages).

*CRM funnel stages are the steps a potential client goes through from the initial contact to the completion of a deal or another target action. Each stage represents a specific status or phase of interaction with the client, reflecting their progress in the sales or service process.

Click the "Create a stage" button to add the funnel stage.

Enter the stage name and click "Done." The stage will be added to your funnel, and the funnel settings window will open automatically.

In the modal window, you can:

1. Change the funnel name;

2. Change the currency;

3. Add new funnel stages;

4. Display the required deal fields as a board.

The CRM can be displayed as a board or a list of deals. The board view is the default and looks like this

The CRM list view displays deals in a table format

1. Deal cards can display variables

For more details about what variables are, see the article titled "Variables."

1. Displaying hidden stages

By default, the CRM system includes the following funnel stages:

а) successful deals;

б) archived deals;

в) lost deals;

г) unsorted deals.

These stages can be hidden or shown as needed in the funnel settings

1. Checkboxes for configuring deal display and actions

How to merge deals

If a client communicates with your company through different messengers, such as Telegram and WhatsApp, you can merge the client’s contacts as well as the deals to avoid duplicate deals for the same client.

To do this, enable the "Hide deals from merged clients" setting. This ensures that at each funnel stage, only one deal will be displayed for the client selected as primary during the merge. A detailed explanation of how to work with merging deals and clients is shown in the video overview:

Then, click "Save" after configuring the funnel:

Now your new funnel will be displayed with the settings you’ve configured:

To return to the funnel settings, click the gear icon in the top menu

The "Unsorted" section in the MaviBot CRM funnel

The CRM includes a section called "Unsorted." This section displays all deals that, for some reason, have not been assigned to any funnel stage.

Here are the reasons why a deal might not reach a funnel stage in the project:

• Lead acceptance for the first deal stage is not enabled in the project settings.

• The funnel is not configured in the project.

• The transition to a funnel stage is set up in the bot flow blocks, but lead acceptance for the first stage is not configured — meaning the client did not reach the block with the correct settings.

Deals that don’t reach any funnel stage can be automatically moved to the "Unsorted" section.

You can enable the display of the "Unsorted" section in the funnel settings, just like other system stages (successful deals, failed deals, archived deals).

Check the box to display the system stage and save the settings.

❗️The "Unsorted" section can be displayed for each funnel separately, but it will include ALL deals that have not been assigned to any funnel stage.

You cannot move deals in the Unsorted section to another funnel stage by dragging and dropping. This restriction is in place to prevent accidental moves of deals into active funnel stages.

If you don’t need a deal in the Unsorted section, you can delete it. This action requires confirmation.

Restriction on deleting funnel stages

To restrict employee access and protect existing deals in the system, you can prevent funnel stages from being deleted through the project settings.

To enable this, navigate to Employees

Next, find the required role in the list or create a new one:

Go to the CRM tab in the role editing settings:

Next, select the access level for the role within the project: full access (view and edit), view-only, or no access at all.

In the same section, you will find the checkbox "It cannot delete funnel stages". Activate the checkbox to prevent users with this role from deleting funnel stages in their settings.

To learn how to create and configure employee roles within the project, please refer to the article "Employees"