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CRM

CRM is Ciyora's sales app for small and growing US businesses. Leads come in from web forms, imports and email, are assigned by rules and worked through pipelines with activities and sequences. Quotes carry sales tax by the customer's ship-to address, discounts above a limit go for approval, and accepted quotes become Books sales orders or invoices. Monthly targets, forecasts and commission plans complete the cycle, with approved commissions paid through People payroll.

Who uses it​

  • Sales reps work their own leads, accounts and deals, log activities and prepare quotes.
  • Sales managers see their team's records, set targets, approve discounts and commission statements, and reopen deals.
  • CRM admins set up pipelines, territories, teams, assignment rules, web forms, imports and commission plans.

Managers and reps can be limited to particular teams or territories.

Before you start​

  • Switch CRM on for your company. See the Quick start.
  • CRM works on its own. Turn on Books if you want accounts shared with Books customers and quotes converted to invoices, and People if commissions should reach payroll.
  • Decide your pipelines and stages, the US states each territory covers, and your teams.
  • Prepare a CSV of existing leads, contacts or accounts if you are moving from another system.

Set up​

  1. Set company details. Enter your company state (used for place of supply on quotes), number prefixes, discount approval thresholds and whether accepted quotes become sales orders or invoices.
  2. Create pipelines and stages. Give each stage a default probability, a kind (open, won or lost) and a rotting threshold in days. Add loss reasons.
  3. Set up territories and teams. Assign states to territories, and reps to teams with round-robin participation and open-lead caps.
  4. Add assignment rules. Route new leads by source, state, industry or campaign to a named user, round-robin within a team, or the owning territory.
  5. Create web forms. Build a web-to-lead form and use the hosted page or embed snippet on your website.
  6. Turn on email logging. Share the company's BCC address with reps so emails they send are logged.
  7. Import data. Import leads and contacts from CSV with column mapping and duplicate checks. With Books on, import accounts from Books customers and products from Books items.
  8. Set targets and commission plans. Add monthly targets per rep and incentive plans with tiers.

Key workflows​

Qualify and convert a lead​

  1. A lead arrives from a web form, import, BCC email or manual entry, and is assigned by your rules.
  2. The rep contacts the lead, logs calls and notes, and updates the status.
  3. When qualified, convert the lead in one step to an account, contact and, optionally, a deal.

Work the pipeline​

  • Move deals across stages on the kanban board. Deals idle beyond a stage's threshold are flagged.
  • Plan follow-ups with tasks and meetings, and use My day to see what is overdue or due today.
  • Enrol contacts in a sequence; each step becomes a task for the owner, and the sequence stops on a reply, conversion or opt-out.
  • Mark a deal won with the closing amount and date, or lost with a reason.

Quote and close​

  1. Create a quote from the deal using a price book. Sales tax is calculated from the ship-to state, county and city, with exemption certificates applied for exempt customers.
  2. If a discount is above the threshold, the quote goes to the sales manager, and to the CRM admin for higher discounts.
  3. Send the approved quote as a PDF, or for e-signature through Documents.
  4. When the customer accepts, convert the quote to a Books sales order or invoice. The deal is marked won if it is still open.

Forecast and pay commission​

  1. Review forecast against target for a month or quarter, by rep and team, with commit, best case and weighted pipeline.
  2. At month end, calculate commission statements from deals won or invoices paid.
  3. Submit statements for approval. Approved statements reach People payroll as a taxable earning.

United States specifics​

Addresses carry US states and ZIP codes, and quotes calculate sales tax by state, county and city with product tax codes and exemption certificates. Phone numbers are normalised to +1, and SMS follow-up is limited to contacts with TCPA consent on record. Leads from other sources can be brought in by CSV import or web form. For CCPA/CPRA and other state privacy laws, each lead and contact carries consent by purpose, channel opt-outs, an opt-out of the sale or sharing of personal information and a consent log, and deletion requests anonymise the person while keeping the log. Marketing email follows CAN-SPAM unsubscribe rules. Targets and reports follow your company's fiscal year.

Works with other apps​

  • Books: shared customers and items, quotes converted to sales orders or invoices, and outstanding amounts on the account.
  • People: reps linked to employees, and commissions paid through payroll.
  • Documents: quotes signed electronically mark the deal won.
  • Ciyora Meet: a private channel for a deal's sales team.
  • Marketing: campaign responses arrive as leads.
  • Analytics: pipeline and win rate on company dashboards.

Next steps​