CRM — lead to cash, in one thread

One thread from first touch to repeat customer — and where each screen lives.

Deetzo CRM is organised around a single idea: every interaction hangs off the lead. A lead is captured, worked through a pipeline, quoted, and — when it's won — converted into a customer that carries the whole history forward into sales orders, deliveries, and invoices. Calls, emails, tasks, and campaign touches all thread back to it.

Where the screens live

The CRM workspace is a set of tabs at /crm. Quotes and customers also appear under Sales. This is the full map — some tabs only show for certain plans/roles (see access, below).

Who can see what

CRM access is two layers — your plan (entitlement) and your permission:

Six ways in — and one matcher that stops duplicates at every door.

Leads arrive from many directions. However they land, they get a sequential number (L0001, allocated atomically so two never collide), a source, and a status of New.

Inbound capture, in detail

• Public enquiry form (/enquire/<slug>) and digital business card (/c/<slug>) — hosted pages a prospect fills in. Submissions carry a hidden honeypot and require consent; the backend validates and creates the lead as source: website / digital_card, created by system.
• Google Ads lead webhook — paste the generated webhook URL into your Google Ads lead form. Ad leads land as source: google_ads carrying the gclid / campaign attribution, de-duplicated on Google's own lead_id.
• Rate-limited & safe — the public endpoints throttle per-IP and per-owner (a burst limit plus a persistent daily quota) and fail open, so a genuine rush of enquiries is never dropped.
• CSV import — a 4-step wizard (Upload → Map → Preview → Done); columns map to company, contact, phone, email, source, value, and more.
• Manual — the New Lead form, with company autocomplete (links an existing customer), business-card OCR, and smart-paste extraction.

Lead sources

The source field feeds source-performance reporting. Values: direct · referral · website · whatsApp · email · phoneCall · exhibition · coldCall · socialMedia · repeatCustomer · googleAds · digitalCard · other.

Four open stages out of the box — extendable to seven, and renameable — plus a score that flags what's hot.

Every lead sits in a stage. Out of the box four open stages form a stepper; Lost is the terminal off-ramp (recorded as either lost or unqualified, with a reason).

Your pipeline, your stages new

A longer sales cycle needs more than four steps. Three further stages ship switched off, ready to be turned on per business under Settings → CRM → Pipeline Stages. Enable one and it appears — in its fixed position in the funnel — on the board, the stage pickers, the reports and the analytics:

The same screen lets you rename any stage — every one of them, not just the optional three. If your team says "Site Survey" rather than "Needs Analysis", or "Trial" rather than "Proposal", type it in and the whole app follows: board columns, filter chips, the move-stage sheet, reports and the search index. Renaming changes the label, never the underlying stage, so history and reporting stay comparable.

Moving a lead forward opens the move-stage sheet, where you can also update deal value, expected-close date, and a stage note. Choosing Lost requires a reason. Closing a lead stamps closedAt and clears its next follow-up.

Score & "hot"

• Lead score (0–100) is computed from profile completeness, deal size, priority, stage, engagement, and recency — all weights are configurable.
• Hot has two meanings: the ★ star is a manual pin an owner sets; "hot by score" means the score crossed the threshold (default 60). The dashboard's Hot list uses the score.

Two views of the same book

The Leads tab toggles between a dense list (great for filtering and bulk actions) and a Kanban board (great for seeing the pipeline shape and dragging deals along).

erp.deetzo.com/#/crm · Leads

erp.deetzo.com/#/crm · Leads · Kanban

The lead detail

Opening a lead reveals the cockpit: a pipeline stepper with coaching ("what to do before the next stage"), quick actions (Call / Email / WhatsApp / Convert), a duplicate-detection panel, and eight tabs — Overview, Activity, Quotes, Tasks, Docs, Emails, Notes, Discussion.

erp.deetzo.com/#/crm/lead/<id>

Open vs closed activity new

The Activity tab now splits in two: Open activities (upcoming and overdue) sit above Closed activities, so what still needs doing is never buried under what's done. The closed half carries a view switcher — Column (one column per category), Tab (a category chip selector) or Chronological (the classic month-grouped stream) — and remembers your choice.

The audit trail new

Every plain field edit now stamps who changed it, not just stage moves and re-assignments. The Overview shows Created by and Modified by, the header carries a live "updated X ago" chip, and lead creation itself is logged, so the history reads from the very first event.

Contact fields

Alongside the primary contact, a lead carries secondary email, mobile, fax, Skype ID, Twitter and a rating — the identity fields a Zoho-shaped process expects. All optional; the Overview shows only the ones you fill in. Phone numbers accept international (E.164) formats, not just Indian mobiles, on the lead form and on every public enquiry route.

The discipline layer — so a promising lead never goes quiet.

A new lead requires a first follow-up when it's created. From there, the Follow-ups workspace is where reps live: six views over the same book of work, each surfacing "what to do next".

erp.deetzo.com/#/crm · Follow-ups

A follow-up has a status (planned · completed · rescheduled · cancelled) and, once done, an outcome (connected, no-answer, voicemail, interested, not-interested, …). Snoozing pushes it out without touching the lead's "last updated" time, so your idle-lead metrics stay honest.

Tasks

When a follow-up needs more than a call, escalate it to a Task — a fuller work item with an assignee, checklist, participants, sub-tasks, dependencies, and reminders (none / at deadline / 1h / 3h / 24h / 48h / 1 week before). Task status runs pending → in_progress → in_review → completed (plus on-hold, cancelled, re-open). Tasks can attach to a lead or any business record (invoice, quote, customer, supplier), and reusable task templates pre-fill a checklist and default assignee.

A priced proposal with revisions, currency, terms — and a status that nudges the lead forward.

A quote can hang off a lead or be raised customer-first (standalone). It has line items with margin and discount, a validity date, terms & conditions, and a currency (INR or USD).

erp.deetzo.com/#/sales/quotes

Status lifecycle

There's no stored "expired" status — expiry is derived from the validity date (a red Expired or amber N days left badge). Accepted is a one-way door: the only way back is an explicit Reopen, and reopening is blocked once a sales order or invoice exists downstream.

Create, revise, compare, copy

• Revise — spins a new revision (QT-0001-R1) linked to its parent; Compare shows a line-by-line diff between revisions with a grand-total delta.
• Copy from quote — pulls line items from an existing quote (converting currency if needed).
• Pricing — each line's effective price is price × (1 + margin%) × (1 − discount%). Switching a quote to USD converts line prices and forces GST to 0. While Settings → GST → Composition scheme is on, the quote shows the ex-tax total and converting it raises a Bill of Supply. Turning the scheme off shows GST on the quote again; a quote already sent is not rewritten.
• Terms — built-in templates for domestic goods, services, and export (USD); a quote's own terms override the company default.

The chain that turns a won lead into a billable, fulfillable order — with every link traceable both ways.

Winning a deal isn't the end — it's a hand-off into Sales. The conversion chain carries the customer, the priced lines, and the currency all the way to the invoice, and keeps back-links at every hop so you can always answer "where did this come from?".

Sales-order lifecycle

Pending approval and Approved only appear for a business that switches on Settings → Sales order approval (off by default) — everyone else still goes draft → confirmed in one tap. See the Sales & Invoicing guide for the full approval flow.

The SO detail screen runs a next-step engine: Draft → Confirm order → (Create work order, if manufacturing) → Create invoice → Create delivery → done — bill first, then dispatch against the invoice. Money flows one way — margin and discount become the line rate, so no discount fields survive downstream to be double-applied.

The won account, with its entire relationship on one screen.

Once a lead converts, the customer becomes the hub. The 360 view pulls together every document and interaction — so a rep opening an account sees revenue, what's outstanding, and the whole quote-to-payment history at a glance.

erp.deetzo.com/#/sales/customers/<id>

The tabs cover the full relationship: Invoices, Quotes, Cases, Sales Orders, Deliveries, Production, Payments, Statement, Activity, Notes. The Statement tab is a running-balance ledger (opening balance + invoices vs payments + credit notes) with a PDF export.

Contacts

The Contacts tab is a de-duplicated directory of every person across your leads (there's no separate contacts collection — they're derived from leads and their secondary contacts), with call / WhatsApp / email one tap away.

erp.deetzo.com/#/crm · Contacts

GST & tax on the customer

Because customers feed invoicing, they carry India-GST fields: GST treatment (registeredRegular · registeredComposition · unregistered · consumer · overseas · sez · sezDeveloper · deemedExport), tax preference (taxable · exempt), GSTIN, PAN, and place of supply. The treatment governs whether a GSTIN is required and whether the sale is zero-rated; when a lead converts, its GSTIN sets the treatment automatically.

Turning "there's a problem" into a tracked, answerable ticket.

A Case (CS-0007) captures a support issue against a customer — subject, priority, origin, and an optional reference to the invoice / SO / challan it concerns. It carries a threaded conversation and a status ladder.

• Priority: low · medium · high · urgent. Origin: phone · whatsapp · email · siteVisit · other.
• Resolving requires notes — you can't mark a case resolved without recording the resolution; a closed case can be re-opened.
• The overdue clock follows the priority new — urgent 4 h, high 24 h, medium 72 h, low 120 h from the moment the case is raised. (An earlier edition of this guide said a flat 72 hours; that is now only the medium-priority figure.)
• Link the case to its lead as well as its customer, so a problem raised by someone you are still selling to shows up on both threads.
• Archive a case to take it off the working list without deleting it — the record, its thread and its history stay intact.
• From the case you can WhatsApp or email the customer an update in one tap.
• Cases appear on the Customer 360 view, so support history lives alongside the sales history.

Reaching many leads at once — and every one-to-one message in between.

Campaigns are how you touch a segment of leads with email or WhatsApp, track opens and replies, and attribute the leads (and revenue) that result.

erp.deetzo.com/#/crm · Campaigns

• Type: email · whatsApp · exhibition · googleAds · coldCall · socialMedia · mixed · other. Channel decides whether Deetzo actually sends (email / whatsApp) or just tracks (none).
• Status: draft → scheduled → sending → completed (plus paused, cancelled). A built wizard walks Details → Audience → Content → Schedule → Tracking.
• Drip steps send follow-on emails after N days, and can stop on Won so you don't keep emailing a closed deal.
• ROI is computed from budget, actual cost, linked leads and won leads; recipients are keyed by lead id, so a lead is never double-added.

How email actually sends

Email goes out over your own SMTP (configured per user or per business; Gmail works out of the box). Two paths:

The inbox improved

• Threading and pagination — replies group into conversations, and a long mailbox pages rather than trying to load everything at once.
• Attachments — incoming attachments are stored and readable from the thread.
• Create a task from a mail in one action, so a request that arrives by email doesn't live only in the inbox.
• A daily send quota, shown honestly — a banner tells you how much of the tenant's day allowance is used before you start a bulk send, instead of failing halfway.
• Test send a template to yourself before it goes to a segment, and enrol a lead on add so someone joining an audience starts the drip.
• Tenant identity — your own tagline and banner on outbound mail, and an auto-reply-task setting so a reply can raise work automatically.

WhatsApp uses ready-made templates (Introduction, Quote sent, Follow-up, Payment reminder, …) and opens wa.me with the message pre-filled — an assisted send from your own number, not a server broadcast.

The daily pulse, and the deep analytics behind it.

The Dashboard is the rep's morning screen: eight KPI tiles, each of which drills straight into the leads it counts, plus today's follow-ups and a pipeline snapshot.

erp.deetzo.com/#/crm · Dashboard

The Reports tab is where managers analyse the engine — funnel, stage velocity, forecast, source performance, and a team leaderboard.

erp.deetzo.com/#/crm · Reports

Reports also cover win/loss by source, a probability-weighted sales forecast by close-month, quote analysis, email & campaign performance, a team leaderboard (with median first-contact time), and product / industry / geography breakdowns. Both screens carry a date-range picker and flag when a lead set was truncated so a number is never silently capped.

The settings that shape the pipeline, the scoring and the forecast — all under Settings.

CRM is no longer one-size-fits-all. Everything below lives under Settings (/more) and needs canAccessSettings; each is per-business and takes effect for everyone immediately.

The routes a real deal takes through the module.

The tables to keep open while you learn.

Routes

Key states, at a glance

Access