Getting started
CRM and Follow-ups
Track opportunities, real contact attempts and next steps without confusing sales outcomes with finance.
Open CRM to create an opportunity linked to your existing customer and optional contact. Record its owner, stage, expected commercial value and next activity. Customer/contact records are shared with the rest of RHACOVA; similar names never create automatic links.
Use the pipeline to follow active opportunities. Owners and admins manage pipeline definitions and commercial policy; opportunity access and edits follow company permissions. Log performed contact attempts separately from scheduled follow-ups, notes and edits. A performed attempt is not necessarily a confirmed two-way interaction.
Plan follow-ups with a date and purpose, then record what actually happened. The earliest pending activity supplies the next step. A stage change, a reminder or a cancelled task is not a customer contact. Completed activity history is retained rather than rewritten.
Close with a factual outcome and reason. The default no-response policy needs four qualifying performed attempts over at least 12 elapsed days, with the configured spacing; missing historical evidence is not invented. Explicit rejection and do-not-contact can allow immediate evidenced closure; manager exceptions require owner/admin authority and justification.
Postponed is recoverable, not Lost. Disqualified is not a normal commercial loss. Respect do-not-contact at the customer or individual-contact level; reopening does not clear it. Review the recorded evidence and reason before closing or reopening.
Link or create an estimate explicitly from an opportunity, then price and review it in Estimates. Proposal creation, delivery and acceptance are distinct milestones. Create or link a job through the existing confirmed workflow; winning an opportunity never silently creates a job or changes its baseline.
Won is a commercial outcome, not proof of proposal acceptance, recognized revenue or collected cash. Opportunity values, proposal values, job contract amounts, recognized revenue and cash remain separate, in their own currencies. No pipeline action posts a cost, invoice, recognition entry or payment.
Owners and admins can open CRM Performance to compare attempts with confirmed interactions, records created with proposals delivered, and Won with acceptance. Read the coverage notes, filters and closing-policy evidence; counts and commercial figures do not rank employees or replace the source records.