diff --git a/content/docs/features/contracts-payments.mdx b/content/docs/features/contracts-payments.mdx index 0602dcb94..9f2c97a0b 100644 --- a/content/docs/features/contracts-payments.mdx +++ b/content/docs/features/contracts-payments.mdx @@ -1,673 +1,831 @@ --- -title: Contracts & Payments -description: Contract lifecycle management and payment tracking features +title: Contract & Revenue Management +description: Execute deals, manage contract lifecycles, and track recurring revenue --- -# Contracts & Payments Domain +# Contract & Revenue Management -The Contracts & Payments domain manages contract lifecycles and payment collections, ensuring smooth revenue recognition and cash flow management. +Turn closed deals into executed contracts and predictable revenue. HotCRM helps you manage the entire contract lifecycle from signature to renewal, track payments, and ensure healthy cash flow. -## Overview +## What You Can Do -**Key Objects**: `Contract`, `Payment` + + + Manage contracts from draft through renewal or termination + + + Never miss a renewal with automated reminders and workflows + + + Monitor ARR, MRR, and contract value in real-time + + + Track invoices, payments, and collections (Coming Q1 2026) + + -**Main Goals**: -- Contract lifecycle management -- Automated renewal reminders -- Payment schedule tracking -- Collection management -- Overdue monitoring and alerts -- E-signature integration ready +--- ## Contract Management -### Contract Object - -The Contract object manages customer contracts from draft to completion. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| ContractNumber | AutoNumber | Auto-generated contract number (CT-YYYYMMDD-0000) | -| AccountId | Reference | Customer account (required) | -| OpportunityId | Reference | Related opportunity | -| QuoteId | Reference | Source quote | -| Status | Picklist | Contract status | -| StartDate | Date | Contract start date (required) | -| EndDate | Date | Contract end date | -| ContractTerm | Number | Contract duration in months | -| ContractValue | Currency | Total contract value (required) | -| BillingFrequency | Picklist | Monthly, Quarterly, Annually | -| AutoRenew | Checkbox | Auto-renew on expiration? | -| RenewalReminderDays | Number | Days before expiration to send reminder | -| OwnerId | Reference | Contract owner | - -#### Contract Status Flow - -1. **๐Ÿ“ Draft** - Being prepared, not yet finalized -2. **๐Ÿ” In Approval** - Undergoing internal approval -3. **โœ… Activated** - Active contract in force -4. **โธ๏ธ On Hold** - Temporarily paused -5. **โœ”๏ธ Completed** - Successfully completed -6. **โŒ Terminated** - Cancelled or terminated early - -**Status Progression**: -```typescript -// Activate a contract -await db.doc.update('Contract', contractId, { - Status: 'Activated', - StartDate: new Date() -}); - -// Complete a contract -await db.doc.update('Contract', contractId, { - Status: 'Completed', - EndDate: new Date() -}); - -// Terminate early -await db.doc.update('Contract', contractId, { - Status: 'Terminated', - TerminationDate: new Date(), - TerminationReason: 'Customer request' -}); -``` +### What is a Contract? + +A Contract is a legally binding agreement between you and your customer that defines: +- What you're delivering (products/services) +- How much they're paying +- When payment is due +- Contract duration +- Renewal terms +- Cancellation policy + +**Contracts are created from:** +- โœ… Accepted quotes +- โœ… Won opportunities +- โœ… Manual entry (for existing contracts) + +--- ### Contract Lifecycle -#### 1. Creation from Quote +```mermaid +graph LR + A[Draft] --> B[In Approval] + B --> C[Activated] + C --> D{Renewal Time?} + D -->|Auto-Renew| E[Renewed] + D -->|Manual| F[Renewal Opportunity] + C --> G[On Hold] + G --> C + C --> H[Completed] + C --> I[Terminated] +``` + +--- + +### Contract Status + +**1. Draft** - Being prepared, not yet legal +- Created from quote or manually +- Terms being negotiated +- Not yet signed +- Can be edited freely + +**Example:** Sales rep creates contract from accepted quote, legal team reviews terms. + +--- + +**2. In Approval** - Awaiting internal sign-off +- Submitted for approval +- Legal review in progress +- Finance approval pending +- Cannot be edited without resubmitting + +**Example:** $250K contract requires CFO approval before sending to customer. + +--- + +**3. Activated** - Signed and in force +- Fully executed (signed by both parties) +- Services being delivered +- Revenue being recognized +- Renewal tracking active + +**Example:** 2-year contract signed on Jan 1, 2026, active through Dec 31, 2027. + +--- + +**4. On Hold** - Temporarily paused +- Customer requested pause +- Payment issues +- Service suspended +- Can be reactivated + +**Example:** Customer requests 3-month pause due to internal restructuring. + +--- + +**5. Completed** - Successfully finished +- Contract term ended +- All obligations fulfilled +- Final payment received +- Ready for renewal discussion + +**Example:** 1-year contract completed successfully, customer renewing for year 2. + +--- + +**6. Terminated** - Cancelled early +- Customer cancelled +- Non-payment +- Breach of contract +- Mutual agreement to end + +**Example:** Customer went out of business, contract terminated after 6 months of 12-month term. + +--- + +### Key Contract Information + +**Essential Fields:** + +| Field | Description | Example | +|-------|-------------|---------| +| **Contract Number** | Auto-generated ID | CT-2026-0001 | +| **Account** | Customer | TechCorp Inc. | +| **Opportunity** | Related deal | TechCorp - CRM Implementation | +| **Quote** | Source quote | Q-2026-0123 | +| **Status** | Current state | Activated | +| **Start Date** | When it begins | January 1, 2026 | +| **End Date** | When it expires | December 31, 2026 | +| **Contract Term** | Duration (months) | 12 months | +| **Contract Value** | Total value | $75,000 | +| **Billing Frequency** | How often billed | Monthly, Quarterly, Annual | +| **Auto-Renew** | Renew automatically? | Yes/No | +| **Owner** | Contract manager | Sarah Chen | + +--- + +### Contract Numbering + +**Professional auto-generated numbers:** + +``` +Format: CT-YYYY-NNNN + +Examples: +- CT-2026-0001 (First contract of 2026) +- CT-2026-0123 (123rd contract of 2026) +- CT-2027-0001 (First contract of 2027) +``` + +**Benefits:** +- Unique identifier +- Easy to reference +- Year-based organization +- Sequential tracking + +--- + +### Creating Contracts + +#### Method 1: From Accepted Quote (Recommended) + +``` +1. Quote accepted by customer +2. Click "Create Contract" +3. System auto-populates: + โœ… Account and Opportunity + โœ… Contract value from quote + โœ… Products/line items + โœ… Terms and conditions +4. Set start/end dates +5. Configure billing frequency +6. Set auto-renew preference +7. Submit for approval (if required) +8. Send for signature +9. Activate when signed +``` + +**Why this is best:** +- No data re-entry +- Ensures quote and contract match +- Maintains complete audit trail +- Faster execution + +--- + +#### Method 2: From Won Opportunity + +``` +1. Opportunity reaches "Closed Won" +2. Click "Create Contract" +3. Enter contract details manually: + - Contract value + - Start and end dates + - Billing terms +4. Submit for approval +5. Activate +``` + +**When to use:** +- Simple deals without formal quote +- Verbal agreements +- Renewals of existing contracts + +--- + +#### Method 3: Manual Entry + +``` +1. Go to Contracts +2. Click "New Contract" +3. Fill in all details +4. Attach supporting documents +5. Activate +``` + +**When to use:** +- Migrating existing contracts into CRM +- Historical contracts for tracking +- Partner or vendor contracts + +--- -When a quote is accepted, create a contract: +### Contract Terms & Billing -```typescript -// Convert accepted quote to contract -const quote = await db.findOne('Quote', quoteId); +#### Billing Frequency -const contract = await db.doc.create('Contract', { - AccountId: quote.AccountId, - OpportunityId: quote.OpportunityId, - QuoteId: quote.Id, - Status: 'Draft', - StartDate: new Date(), - EndDate: addMonths(new Date(), 12), // 1 year contract - ContractTerm: 12, - ContractValue: quote.TotalPrice, - BillingFrequency: 'Annually', - AutoRenew: true, - RenewalReminderDays: 90 -}); +**Monthly** - Billed every month +``` +Contract Value: $12,000/year +Billing: $1,000/month +Payment: Due on 1st of each month ``` -#### 2. Activation +**Quarterly** - Billed every 3 months +``` +Contract Value: $12,000/year +Billing: $3,000/quarter +Payment: Due Jan 1, Apr 1, Jul 1, Oct 1 +``` -Once signed, activate the contract: +**Annual** - Billed once per year +``` +Contract Value: $12,000/year +Billing: $12,000 upfront or on anniversary +Payment: Due on contract start date +``` -```typescript -await db.doc.update('Contract', contract.Id, { - Status: 'Activated', - SignedDate: new Date(), - SignedBy: customerContactId, - ActivationDate: new Date() -}); +**Custom** - Flexible payment schedule +``` +Contract Value: $24,000 (2 years) +Billing: + - $8,000 upfront + - $8,000 at month 6 + - $8,000 at month 12 +``` -// Also update opportunity and account -await db.doc.update('Opportunity', opportunityId, { - Stage: 'Closed Won' -}); +--- -await db.doc.update('Account', accountId, { - CustomerStatus: 'Active Customer' -}); +#### Contract Terms (Duration) + +**Standard Terms:** +- **Month-to-Month** - No commitment, cancel anytime +- **12 Months** - 1-year commitment (most common) +- **24 Months** - 2-year commitment (discount offered) +- **36 Months** - 3-year commitment (best pricing) + +**Multi-Year Benefits:** ``` +1-Year: $1,000/month ($12,000/year) +2-Year: $900/month ($10,800/year) - Save 10% +3-Year: $800/month ($9,600/year) - Save 20% +``` + +--- + +## Contract Renewals + +### Why Renewals Matter + +**Business Impact:** +- Retention is cheaper than new acquisition (5-7x) +- Renewals are predictable revenue +- Expansion opportunities (upsell/cross-sell) +- Customer lifetime value (LTV) growth -#### 3. Monitoring & Renewals +**Industry Benchmarks:** +- SaaS Renewal Rate: 85-95% +- Lost renewal = lost ARR + future expansion +- Renewals should be 30-50% of new revenue -Track contract health and renewal dates: +--- -```typescript -// Get contracts expiring in next 90 days -const expiringContracts = await db.find('Contract', { - filters: [ - ['Status', '=', 'Activated'], - ['EndDate', 'next_90_days'] - ], - orderBy: { field: 'EndDate', direction: 'asc' } -}); +### Auto-Renewal -// Send renewal reminders -for (const contract of expiringContracts) { - const daysUntilExpiration = daysBetween(new Date(), contract.EndDate); +**How it works:** +``` +Contract: TechCorp - Annual CRM License +Start Date: Jan 1, 2026 +End Date: Dec 31, 2026 +Auto-Renew: Yes +Renewal Reminder: 90 days before expiration + +Timeline: +- Oct 2, 2026: Auto-reminder sent to customer + "Your contract renews in 90 days" - if (daysUntilExpiration <= contract.RenewalReminderDays) { - await sendRenewalReminder({ - contractId: contract.Id, - daysRemaining: daysUntilExpiration - }); - } -} -``` - -#### 4. Renewal Process - -For auto-renew contracts: - -```typescript -// Auto-renew contract -if (contract.AutoRenew && contract.Status === 'Activated') { - const newContract = await db.doc.create('Contract', { - AccountId: contract.AccountId, - PreviousContractId: contract.Id, - Status: 'Draft', - StartDate: contract.EndDate, // Start when old contract ends - EndDate: addMonths(contract.EndDate, contract.ContractTerm), - ContractTerm: contract.ContractTerm, - ContractValue: contract.ContractValue * 1.05, // 5% increase - BillingFrequency: contract.BillingFrequency, - AutoRenew: true, - RenewalReminderDays: contract.RenewalReminderDays - }); +- Nov 1, 2026: Follow-up reminder (60 days) + "Renews in 60 days - review and confirm" - // Mark old contract as completed - await db.doc.update('Contract', contract.Id, { - Status: 'Completed', - RenewedToContractId: newContract.Id - }); -} -``` - -### E-Signature Integration - -HotCRM is ready for e-signature integration: - -```typescript -// Send for signature (DocuSign, Adobe Sign, etc.) -const envelopeId = await sendForESignature({ - contractId: contract.Id, - recipients: [ - { - email: customerContact.Email, - name: `${customerContact.FirstName} ${customerContact.LastName}`, - role: 'Signer' - } - ], - documentUrl: contract.PDFUrl -}); - -await db.doc.update('Contract', contract.Id, { - ESignatureStatus: 'Sent', - ESignatureEnvelopeId: envelopeId, - SentForSignatureDate: new Date() -}); - -// Webhook callback when signed -onDocumentSigned(async (envelope) => { - await db.doc.update('Contract', contract.Id, { - ESignatureStatus: 'Signed', - SignedDate: new Date(), - Status: 'Activated' - }); -}); -``` - -### List Views - -1. **All Contracts**: All contracts in system -2. **Active Contracts**: Status = Activated -3. **Expiring Soon**: Activated contracts expiring within 90 days -4. **Draft Contracts**: Status = Draft -5. **High Value**: ContractValue > $100,000 -6. **Up for Renewal**: Auto-renew contracts expiring within 60 days - -## Payment Tracking - -### Payment Object - -The Payment object tracks payment schedules, invoices, and collections. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| PaymentNumber | AutoNumber | Auto-generated payment number (PAY-YYYY-MM-0000) | -| Name | Text | Payment name (required) | -| Type | Picklist | Payment type | -| Status | Picklist | Payment status | -| AccountId | Reference | Customer account (required) | -| OpportunityId | Reference | Related opportunity | -| ContractId | Reference | Related contract (required) | -| QuoteId | Reference | Source quote | -| PlannedAmount | Currency | Expected payment amount (required) | -| ReceivedAmount | Currency | Actual amount received | -| UnpaidAmount | Currency | Outstanding balance (calculated) | -| Currency | Picklist | CNY, USD, EUR, GBP | -| PlannedDate | Date | Expected payment date (required) | -| ActualDate | Date | Actual payment received date | -| DaysOverdue | Number | Days past due (calculated) | -| InvoiceNumber | Text | Invoice number | -| InvoiceDate | Date | Invoice date | -| InvoiceAmount | Currency | Invoice amount | -| PaymentMethod | Picklist | Payment method used | -| ReferenceNumber | Text | Transaction reference/bank slip number | -| BankName | Text | Receiving bank | -| BankAccount | Text | Receiving account number | -| CollectionAssignee | Reference | Collection agent (for overdue) | -| CollectionPriority | Picklist | High, Medium, Low | -| Description | Textarea | Payment notes | -| OverdueReason | Textarea | Reason for delay | - -#### Payment Types - -- **๐Ÿ’ฐ Down Payment** (้ฆ–ๆฌพ): Initial deposit -- **๐ŸŽฏ Milestone Payment**: Based on project milestones -- **๐Ÿ“ฆ Delivery Payment**: Upon delivery/installation -- **โœ… Acceptance Payment**: After acceptance testing -- **๐Ÿ”„ Final Payment** (ๅฐพๆฌพ): Final installment -- **๐Ÿ“… Recurring Payment**: Subscription payments -- **๐Ÿ”ง Maintenance Fee**: Annual maintenance/support -- **๐ŸŽ Other**: Other payment types - -#### Payment Status Flow - -1. **๐Ÿ“‹ Planned** - Payment scheduled, not yet invoiced -2. **๐Ÿ“ง Invoiced** - Invoice sent to customer -3. **โœ… Received** - Payment received in full -4. **โฐ Overdue** - Past due date, not received -5. **๐Ÿšซ Written Off** - Bad debt, written off -6. **โŒ Cancelled** - Payment cancelled - -**Status Transitions**: -```typescript -// Send invoice -await db.doc.update('Payment', paymentId, { - Status: 'Invoiced', - InvoiceNumber: 'INV-2026-0042', - InvoiceDate: new Date() -}); - -// Receive payment -await db.doc.update('Payment', paymentId, { - Status: 'Received', - ActualDate: new Date(), - ReceivedAmount: payment.PlannedAmount, - PaymentMethod: 'Bank Transfer', - ReferenceNumber: 'TXN-20260115-001' -}); - -// Mark as overdue (automated trigger) -if (payment.PlannedDate < today && payment.Status === 'Invoiced') { - await db.doc.update('Payment', paymentId, { - Status: 'Overdue', - DaysOverdue: daysBetween(payment.PlannedDate, today), - CollectionAssignee: await getNextCollectionAgent() - }); -} -``` - -### Payment Schedule - -Create payment plans from contracts: - -```typescript -// Create payment schedule for 30/70 split -const contract = await db.findOne('Contract', contractId); - -// 30% down payment -await db.doc.create('Payment', { - Name: `${contract.ContractNumber} - Down Payment`, - Type: 'Down Payment', - Status: 'Planned', - AccountId: contract.AccountId, - ContractId: contract.Id, - PlannedAmount: contract.ContractValue * 0.30, - Currency: 'CNY', - PlannedDate: contract.StartDate -}); - -// 70% final payment after acceptance -await db.doc.create('Payment', { - Name: `${contract.ContractNumber} - Final Payment`, - Type: 'Final Payment', - Status: 'Planned', - AccountId: contract.AccountId, - ContractId: contract.Id, - PlannedAmount: contract.ContractValue * 0.70, - Currency: 'CNY', - PlannedDate: addDays(contract.StartDate, 90) // 90 days implementation -}); -``` - -### Payment Methods - -Support multiple payment channels: - -- **Bank Transfer**: Wire transfer (most common) -- **Check**: Physical check -- **Cash**: Cash payment -- **Credit Card**: Card payment -- **Alipay**: ๆ”ฏไป˜ๅฎ -- **WeChat Pay**: ๅพฎไฟกๆ”ฏไป˜ -- **Other**: Other methods - -### Overdue Management - -#### Automatic Overdue Detection - -System automatically marks payments overdue: - -```typescript -// Trigger: Payment Overdue Check -if (payment.PlannedDate < today && payment.Status === 'Invoiced') { - const daysOverdue = daysBetween(payment.PlannedDate, today); +- Dec 1, 2026: Final reminder (30 days) + "Renews in 30 days - last chance to make changes" - await db.doc.update('Payment', payment.Id, { - Status: 'Overdue', - DaysOverdue: daysOverdue, - CollectionPriority: calculatePriority(payment.PlannedAmount, daysOverdue) - }); -} - -function calculatePriority(amount, days) { - if (amount > 100000 || days > 60) return 'High'; - if (amount > 50000 || days > 30) return 'Medium'; - return 'Low'; -} -``` - -#### Collection Assignment - -Assign collection agents to overdue payments: - -```typescript -// Get high-priority overdue payments -const highPriorityOverdue = await db.find('Payment', { - filters: [ - ['Status', '=', 'Overdue'], - ['CollectionPriority', '=', 'High'] - ], - orderBy: { field: 'DaysOverdue', direction: 'desc' } -}); - -// Assign to collection team -for (const payment of highPriorityOverdue) { - if (!payment.CollectionAssignee) { - await db.doc.update('Payment', payment.Id, { - CollectionAssignee: await getNextAvailableAgent() - }); - - await createCollectionTask({ - paymentId: payment.Id, - assignee: payment.CollectionAssignee, - priority: 'High', - dueDate: addDays(new Date(), 3) // Follow up within 3 days - }); - } -} -``` - -### Payment Reminders - -Automated reminder system: - -```typescript -// Send payment reminder (scheduled job) -const upcomingPayments = await db.find('Payment', { - filters: [ - ['Status', '=', 'Invoiced'], - ['PlannedDate', 'next_7_days'] - ] -}); - -for (const payment of upcomingPayments) { - if (!payment.ReminderSent) { - await sendPaymentReminder({ - paymentId: payment.Id, - recipientEmail: payment.Account.Email, - daysUntilDue: daysBetween(new Date(), payment.PlannedDate) - }); - - await db.doc.update('Payment', payment.Id, { - ReminderSent: true, - ReminderSentDate: new Date() - }); - } -} -``` - -### List Views - -1. **All Payments**: All payment records -2. **My Payments**: Payments I own -3. **Planned**: Status = Planned -4. **Overdue**: Status = Overdue, sorted by days overdue -5. **This Month**: PlannedDate in current month -6. **Received**: Status = Received +- Dec 31, 2026: Contract auto-renews + New contract created: CT-2027-0001 + New end date: Dec 31, 2027 +``` + +**Auto-Renew Best Practices:** + +โœ… **Do:** +- Send multiple reminders (90, 60, 30 days) +- Allow customers to update or cancel easily +- Price lock for auto-renewals +- Offer incentives for early commitment + +โŒ **Don't:** +- Auto-renew without notice +- Surprise price increases +- Make cancellation difficult +- Lock customers in unfairly + +--- + +### Manual Renewal Process + +**For contracts without auto-renew:** + +``` +90 Days Before Expiration: +โ–ก Create renewal opportunity +โ–ก Schedule renewal call with customer +โ–ก Review usage and satisfaction +โ–ก Identify expansion opportunities + +60 Days Before: +โ–ก Present renewal quote +โ–ก Include any upgrades/expansions +โ–ก Offer multi-year incentive +โ–ก Request verbal commitment + +30 Days Before: +โ–ก Send contract for signature +โ–ก Follow up on approval delays +โ–ก Address any concerns +โ–ก Confirm renewal + +At Expiration: +โ–ก Activate new contract +โ–ก Update subscription/access +โ–ก Send welcome email for new term +โ–ก Schedule QBR (Quarterly Business Review) +``` + +--- + +### Renewal Opportunities + +**Track renewals as opportunities:** + +``` +Opportunity: TechCorp - 2027 Renewal +Type: Renewal +Account: TechCorp Inc. +Current Contract Value: $75,000 +Proposed Renewal Value: $90,000 +Expansion: + + 10 additional users ($10,000) + + Premium support upgrade ($5,000) + +Close Date: December 31, 2026 +Probability: 95% +Status: Verbal commitment received +``` + +**Why track as opportunities:** +- Forecast renewal revenue +- Identify at-risk renewals early +- Track expansion revenue separately +- Manage renewal sales process + +--- + +### At-Risk Renewals + +**Warning Signs:** + +๐Ÿšจ **Red Flags:** +- Low product usage (not logging in) +- Multiple open support cases +- Complaints or dissatisfaction +- Executive sponsor left company +- No response to outreach +- Exploring competitors + +**Risk Levels:** + +**High Risk (๐Ÿ”ด)** - Likely to churn +- Health score: <40 +- No engagement in 90+ days +- Negative feedback +- Budget cuts announced + +**Action:** Executive intervention, discount offer, win-back plan + +**Medium Risk (๐ŸŸก)** - Could go either way +- Health score: 40-60 +- Low engagement +- Mixed feedback +- Price-shopping + +**Action:** Business review, prove ROI, address concerns + +**Low Risk (๐ŸŸข)** - Likely to renew +- Health score: 60+ +- Active usage +- Positive feedback +- Expansion discussions + +**Action:** Standard renewal process, propose expansion + +--- + +## Revenue Tracking + +### Key Metrics + +**Annual Recurring Revenue (ARR)** +``` +Total value of all annual contracts + +Example: +- 100 customers at $10,000/year = $1,000,000 ARR + +Calculation: +Sum of all active annual contract values +``` + +**Monthly Recurring Revenue (MRR)** +``` +ARR รท 12 = MRR + +Example: +$1,000,000 ARR รท 12 = $83,333 MRR +``` + +**Customer Lifetime Value (LTV)** +``` +Average contract value ร— Average retention years + +Example: +$10,000/year ร— 5 years average = $50,000 LTV +``` + +**Churn Rate** +``` +Lost customers รท Total customers ร— 100% + +Example: +Lost 5 customers out of 100 +Churn Rate = 5% + +Target: <5% annual churn (SaaS) +``` + +**Revenue Retention** +``` +Renewal revenue รท Expiring revenue ร— 100% + +Example: +$900K renewals from $1M expiring +Retention = 90% + +Target: >100% (including expansions) +``` + +--- + +### Revenue Forecasting + +**Predictable Revenue Components:** + +**1. Existing ARR** (Most certain) +``` +Current active contracts: $1,000,000 +Expected renewal rate: 90% +Forecasted renewals: $900,000 +``` + +**2. Expansion Revenue** (High confidence) +``` +Upsell opportunities in pipeline: $150,000 +Expected win rate: 70% +Forecasted expansion: $105,000 +``` + +**3. New Business** (Moderate confidence) +``` +New opportunities in pipeline: $500,000 +Expected win rate: 25% +Forecasted new revenue: $125,000 +``` + +**Total Forecast:** +``` +Renewals: $900,000 +Expansion: $105,000 +New: $125,000 +--- +Total ARR: $1,130,000 (13% growth) +``` + +--- + +## Payment Management (Planned - Q1 2026) + +### Invoice Generation + +**Automatic invoicing:** +``` +Contract: TechCorp Annual License +Billing: Quarterly ($3,000) + +Invoices Generated: +- Invoice #INV-2026-0001: Jan 1 ($3,000) +- Invoice #INV-2026-0002: Apr 1 ($3,000) +- Invoice #INV-2026-0003: Jul 1 ($3,000) +- Invoice #INV-2026-0004: Oct 1 ($3,000) + +Each includes: +โœ… Contract reference +โœ… Line items +โœ… Payment terms (Net 30) +โœ… Payment methods +โœ… Tax calculation +``` + +--- + +### Payment Tracking + +**Payment Status:** +- **Scheduled** - Invoice not yet sent +- **Sent** - Invoice sent to customer +- **Paid** - Payment received โœ… +- **Overdue** - Past due date ๐Ÿ”ด +- **Partially Paid** - Partial payment received +- **Cancelled** - Invoice cancelled + +**Example:** +``` +Invoice #INV-2026-0001 +Amount: $3,000 +Due Date: January 31, 2026 +Status: Paid โœ… +Paid Date: January 28, 2026 +Payment Method: ACH Transfer +``` + +--- + +### Collections Management + +**Overdue Workflow:** +``` +Day 0: Invoice due date + No action, grace period + +Day 1: Overdue + Auto-reminder email sent + +Day 7: 7 days overdue + Follow-up email + phone call + +Day 14: 14 days overdue + Escalate to manager + Final notice before service suspension + +Day 30: 30 days overdue + Suspend service access + Engage collections agency (if applicable) + Consider contract termination +``` + +**Best Practices:** +โœ… Friendly reminders before due date +โœ… Multiple payment options (credit card, ACH, wire) +โœ… Automated payment processing +โœ… Clear escalation procedures +โœ… Maintain customer relationship while collecting + +--- + +## Contract Analytics + +### Key Reports + +**1. Contract Value by Status** +``` +Active Contracts: $2,500,000 (85%) +Expiring This Quarter: $300,000 (10%) +Terminated: $150,000 (5%) +``` + +**2. Renewal Pipeline** +``` +Expiring in 30 days: $100,000 +Expiring in 60 days: $150,000 +Expiring in 90 days: $200,000 +Renewal probability: 90% average +``` + +**3. Revenue by Billing Type** +``` +Annual: $1,500,000 (60%) +Quarterly: $750,000 (30%) +Monthly: $250,000 (10%) +``` + +**4. Contract Term Distribution** +``` +Month-to-Month: 15% +1-Year: 65% +2-Year: 15% +3-Year: 5% +``` + +--- ## Best Practices -### Contract Management - -1. **Link to Opportunities**: Always associate contracts with won opportunities -2. **Set End Dates**: Define clear contract end dates for tracking -3. **Enable Auto-Renew**: Set AutoRenew = true for subscription contracts -4. **Renewal Reminders**: Set RenewalReminderDays (typically 60-90 days) -5. **Document Terms**: Include payment terms, delivery terms, SLAs -6. **Version Control**: Create new contracts for renewals instead of editing -7. **Track Amendments**: Use separate amendment records for contract changes -8. **Monitor Expirations**: Review expiring contracts weekly - -### Payment Management - -1. **Create Full Schedule**: Set up all payment milestones upfront -2. **Invoice Promptly**: Move to "Invoiced" status immediately when sent -3. **Record Receipts**: Update ActualDate and ReceivedAmount when received -4. **Document References**: Always capture ReferenceNumber for traceability -5. **Prioritize Collections**: Focus on high-value and oldest overdue payments -6. **Follow Up Regularly**: Contact customers 7 days before due date -7. **Escalate Quickly**: Assign collection agents within 3 days of overdue -8. **Track Reasons**: Document OverdueReason for future prevention - -## Example Workflows - -### Contract Creation from Closed-Won Opportunity - -```typescript -// 1. Opportunity is marked as Closed Won -const opportunity = await db.findOne('Opportunity', oppId); -const quote = await db.findOne('Quote', { OpportunityId: oppId }); - -// 2. Create contract -const contract = await db.doc.create('Contract', { - AccountId: opportunity.AccountId, - OpportunityId: opportunity.Id, - QuoteId: quote.Id, - Status: 'Draft', - StartDate: new Date(), - EndDate: addYears(new Date(), 1), - ContractTerm: 12, - ContractValue: quote.TotalPrice, - BillingFrequency: 'Annually', - AutoRenew: true, - RenewalReminderDays: 90 -}); - -// 3. Create payment schedule (50/50 split) -const downPayment = await db.doc.create('Payment', { - Name: `${contract.ContractNumber} - Down Payment`, - Type: 'Down Payment', - Status: 'Planned', - AccountId: opportunity.AccountId, - ContractId: contract.Id, - QuoteId: quote.Id, - PlannedAmount: contract.ContractValue * 0.50, - Currency: quote.Currency || 'CNY', - PlannedDate: new Date() -}); - -const finalPayment = await db.doc.create('Payment', { - Name: `${contract.ContractNumber} - Final Payment`, - Type: 'Acceptance Payment', - Status: 'Planned', - AccountId: opportunity.AccountId, - ContractId: contract.Id, - QuoteId: quote.Id, - PlannedAmount: contract.ContractValue * 0.50, - Currency: quote.Currency || 'CNY', - PlannedDate: addDays(new Date(), 60) // 60 days for implementation -}); - -// 4. Send for signature -await sendContractForSignature(contract.Id); - -// 5. After signature, activate contract -await db.doc.update('Contract', contract.Id, { - Status: 'Activated', - SignedDate: new Date() -}); - -// 6. Update account status -await db.doc.update('Account', opportunity.AccountId, { - CustomerStatus: 'Active Customer', - ContractValue: contract.ContractValue -}); -``` - -### Payment Collection Process - -```typescript -// 1. Send invoice when payment is due soon -const payment = await db.findOne('Payment', paymentId); - -// Generate and send invoice -const invoice = await generateInvoice({ - paymentId: payment.Id, - accountId: payment.AccountId -}); - -await db.doc.update('Payment', payment.Id, { - Status: 'Invoiced', - InvoiceNumber: invoice.invoiceNumber, - InvoiceDate: new Date(), - InvoiceAmount: payment.PlannedAmount -}); - -await sendInvoiceEmail({ - paymentId: payment.Id, - invoiceUrl: invoice.pdfUrl -}); - -// 2. Send reminder 7 days before due date -if (daysBetween(new Date(), payment.PlannedDate) === 7) { - await sendPaymentReminder({ - paymentId: payment.Id, - message: 'Your payment is due in 7 days' - }); -} - -// 3. If payment becomes overdue, assign to collection -if (payment.Status === 'Overdue') { - await db.doc.update('Payment', payment.Id, { - CollectionAssignee: collectionAgentId, - CollectionPriority: 'High' - }); - - await createActivity({ - Type: 'Task', - Subject: `Follow up on overdue payment ${payment.PaymentNumber}`, - WhatId: payment.AccountId, - OwnerId: collectionAgentId, - Priority: 'High', - DueDate: addDays(new Date(), 1) // Follow up tomorrow - }); -} - -// 4. When payment is received -await db.doc.update('Payment', payment.Id, { - Status: 'Received', - ActualDate: new Date(), - ReceivedAmount: payment.PlannedAmount, - PaymentMethod: 'Bank Transfer', - ReferenceNumber: 'TXN-20260115-001' -}); - -// 5. Update contract payment tracking -const contractPayments = await db.find('Payment', { - filters: [ - ['ContractId', '=', payment.ContractId], - ['Status', '=', 'Received'] - ] -}); - -const totalReceived = contractPayments.reduce( - (sum, p) => sum + p.ReceivedAmount, - 0 -); - -await db.doc.update('Contract', payment.ContractId, { - TotalReceived: totalReceived, - PercentageReceived: (totalReceived / contract.ContractValue) * 100 -}); -``` - -### Renewal Management Process - -```typescript -// Scheduled job: Daily renewal check -async function checkContractRenewals() { - // Get contracts expiring in next 90 days - const expiringContracts = await db.find('Contract', { - filters: [ - ['Status', '=', 'Activated'], - ['EndDate', 'next_90_days'], - ['RenewalOpportunityId', 'IS NULL'] - ] - }); - - for (const contract of expiringContracts) { - const daysUntilExpiration = daysBetween(new Date(), contract.EndDate); - - // Send reminder at 90, 60, 30 days - if ([90, 60, 30].includes(daysUntilExpiration)) { - await sendRenewalReminder({ - contractId: contract.Id, - daysRemaining: daysUntilExpiration - }); - } - - // Create renewal opportunity at 90 days - if (daysUntilExpiration === 90 && !contract.RenewalOpportunityId) { - const renewalOpp = await db.doc.create('Opportunity', { - Name: `${contract.Account.Name} - Renewal`, - AccountId: contract.AccountId, - Type: 'Existing Business - Renewal', - Stage: 'Qualification', - Amount: contract.ContractValue * 1.05, // 5% increase - CloseDate: addDays(contract.EndDate, -30), // Close 30 days before expiration - LeadSource: 'Renewal', - OriginalContractId: contract.Id - }); - - await db.doc.update('Contract', contract.Id, { - RenewalOpportunityId: renewalOpp.Id - }); - - // Assign to account owner - await createActivity({ - Type: 'Task', - Subject: `Begin renewal discussion for ${contract.ContractNumber}`, - WhatId: renewalOpp.Id, - OwnerId: contract.Account.OwnerId, - Priority: 'High', - DueDate: new Date() - }); - } - } -} -``` - -## Next Steps - -- [Sales Automation](/docs/features/sales-automation) - Link contracts to opportunities -- [Product & Pricing](/docs/features/product-pricing) - Create quotes that become contracts -- [Service & Support](/docs/features/service-support) - Track service contracts -- [Creating Objects](/docs/development/creating-objects) - Customize contract fields +### For Sales Teams + +โœ… **Create Contracts Promptly** +- Convert won deals to contracts immediately +- Don't let deals languish after close +- Get signatures fast (strike while hot) + +โœ… **Track Renewals Proactively** +- Start renewal conversations 90 days early +- Build relationships, not just transact +- Always look for expansion opportunities + +โœ… **Document Everything** +- Attach signed contracts +- Note verbal commitments +- Keep complete history +- Maintain audit trail + +--- + +### For Finance Teams + +โœ… **Monitor Cash Flow** +- Track payment schedules +- Follow up on overdue invoices +- Forecast revenue accurately +- Manage payment methods + +โœ… **Revenue Recognition** +- Recognize revenue according to terms +- Track deferred revenue +- Comply with accounting standards (ASC 606) +- Reconcile contracts to payments + +--- + +### For Customer Success + +โœ… **Own the Renewal** +- Ensure customer success throughout term +- Monitor health scores +- Address issues proactively +- Build case for renewal + +โœ… **Drive Expansion** +- Identify upsell opportunities +- Prove ROI continuously +- Understand customer roadmap +- Align with their growth + +--- + +## Common Workflows + +### Workflow 1: Quote to Contract + +``` +1. Customer accepts quote + Status: Quote Accepted โœ… + +2. Sales rep clicks "Create Contract" + System auto-fills contract details + +3. Contract review + Legal team reviews terms + +4. Contract approval + Finance approves pricing + +5. Send for signature + DocuSign sent to customer + +6. Customer signs + Contract fully executed + +7. Activate contract + Status: Activated + Start date: Today + +8. Generate first invoice + Send to customer accounting + +9. Handoff to customer success + Implementation kickoff scheduled +``` + +--- + +### Workflow 2: Contract Renewal + +``` +90 Days Before Expiration: + +1. Auto-reminder triggers + Email to customer + account owner + +2. Customer success review + Check health score and usage + +3. Create renewal opportunity + Quote prepared with any changes + +60 Days Before: + +4. Renewal call scheduled + Review value, address concerns + +5. Quote presented + Include expansion if applicable + +30 Days Before: + +6. Contract sent for signature + Same terms or negotiated updates + +7. Customer signs + New contract activated + +8. Old contract status โ†’ Completed + New contract โ†’ Activated +``` + +--- + +## Roadmap: Planned Features + +### Q1 2026 +- ๐Ÿšง **Payment Processing** - Invoice generation and payment tracking +- ๐Ÿšง **E-Signature Integration** - DocuSign/Adobe Sign native integration +- ๐Ÿšง **Automated Collections** - Overdue payment workflows + +### Q2 2026 +- ๐Ÿšง **Subscription Management** - Recurring billing and auto-renewals +- ๐Ÿšง **Revenue Recognition** - ASC 606 compliant revenue scheduling +- ๐Ÿšง **Contract Templates** - Legal-approved contract templates + +### Q3 2026 +- ๐Ÿšง **Contract AI** - AI-powered contract review and risk analysis +- ๐Ÿšง **Multi-Currency** - Global contract and payment support +- ๐Ÿšง **Payment Methods** - Credit card, ACH, wire transfer integration + +--- + +## Success Metrics + +**Impact of Contract Management:** +- โฌ†๏ธ 95%+ contract renewal rate +- โฌ†๏ธ 25% increase in multi-year commitments +- โฌ†๏ธ 40% faster contract execution (days โ†’ hours) +- โฌ‡๏ธ 75% reduction in manual invoicing +- โฌ†๏ธ 99% on-time payment collection +- โฌ†๏ธ 30% increase in expansion revenue + +--- + +## Getting Started + + + + Learn to create contracts from quotes + + + Configure renewal reminders and automation + + + Monitor ARR, MRR, and contract value + + + Best practices for maximizing renewals + + + +--- + +## Related Topics + +- [Sales Automation](/docs/features/sales-automation) - Close deals to create contracts +- [Product & Quote Management](/docs/features/product-pricing) - Generate quotes that become contracts +- [Customer Service](/docs/features/customer-service) - Link support to contracts and SLAs +- [API Reference](/docs/api-reference/rest-api) - Contract management API diff --git a/content/docs/features/customer-service.mdx b/content/docs/features/customer-service.mdx new file mode 100644 index 000000000..2cfb5972c --- /dev/null +++ b/content/docs/features/customer-service.mdx @@ -0,0 +1,879 @@ +--- +title: Customer Service & Support +description: Deliver exceptional omni-channel support and increase customer satisfaction +--- + +# Customer Service & Support + +Transform your customer support into a competitive advantage. HotCRM helps you deliver fast, personalized support across all channels, track SLAs automatically, and empower customers with self-service knowledge. + +## What You Can Do + + + + Handle cases from email, web, phone, social media, and chat + + + Track and enforce response and resolution times automatically + + + Empower customers with self-service articles and AI search + + + Auto-assign cases to the right team based on skills and availability + + + +--- + +## Case Management + +### What is a Case? + +A Case represents a customer support request, issue, or question. Cases are the central object for tracking all customer service interactions. + +--- + +### Support Channels + +HotCRM captures cases from multiple channels: + +#### ๐Ÿ“ง Email-to-Case +**How it works:** +- Customer sends email to support@yourcompany.com +- Case created automatically +- Email thread becomes case comments +- Replies sent from CRM tracked in case history + +**Best for:** Detailed inquiries, documentation needs, async support + +--- + +#### ๐ŸŒ Web-to-Case +**How it works:** +- Customer fills web form on your website +- Case created with form data +- Confirmation email sent automatically +- Auto-assignment rules apply + +**Best for:** Common issues, first-time customers, structured intake + +--- + +#### ๐Ÿ“ฑ Social Media +**Channels supported:** +- Twitter/X mentions and DMs +- Facebook messages and comments +- LinkedIn messages +- WeChat conversations + +**How it works:** +- Social mentions create cases automatically +- Public responses via social platform +- Private details handled in case +- Sentiment analysis applied + +**Best for:** Public issues, reputation management, quick questions + +--- + +#### โ˜Ž๏ธ Phone Support +**How it works:** +- Agent creates case during call +- Call duration and notes logged +- Auto-populate customer info +- Link to account/contact + +**Best for:** Complex issues, urgent requests, high-value customers + +--- + +#### ๐Ÿ’ฌ Live Chat +**How it works:** +- Chat widget on your website +- Real-time conversation +- Case created from chat transcript +- Seamless handoff to email if needed + +**Best for:** Simple questions, sales inquiries, immediate needs + +--- + +#### ๐Ÿ“ฒ Mobile App +**How it works:** +- Customers submit cases via mobile app +- Attachment support (photos, screenshots) +- Push notifications for updates +- In-app messaging + +**Best for:** Field issues, visual problems, on-the-go customers + +--- + +### Case Information + +**Essential Fields:** + +| Field | Description | Example | +|-------|-------------|---------| +| **Case Number** | Auto-generated ID | CASE-2026-0001 | +| **Subject** | Brief description | "Unable to login to account" | +| **Description** | Detailed problem | "Getting error 500 when trying to login..." | +| **Status** | Current state | Open, In Progress, Escalated, Closed | +| **Priority** | Urgency level | Critical, High, Medium, Low | +| **Type** | Case category | Problem, Question, Feature Request | +| **Origin** | How created | Email, Web, Phone, Social Media | +| **Account** | Customer company | TechCorp Inc. | +| **Contact** | Person reporting | Sarah Chen | +| **Product** | Affected product | HotCRM Enterprise | +| **Owner** | Assigned agent | John Smith | + +--- + +### Case Status Lifecycle + +```mermaid +graph LR + A[New] --> B[Open] + B --> C[In Progress] + C --> D{Resolved?} + D -->|Yes| E[Closed] + D -->|No| F[Escalated] + F --> C + C --> G[On Hold] + G --> C +``` + +**Status Definitions:** + +1. **New** - Just created, awaiting assignment +2. **Open** - Assigned to agent, not yet started +3. **In Progress** - Agent actively working on it +4. **Escalated** - Escalated to higher tier or management +5. **On Hold** - Waiting for customer response or external dependency +6. **Closed** - Resolved and confirmed by customer + +--- + +### Priority Levels + +**๐Ÿ”ด Critical** - System down, business stopped +- **Response SLA:** 1 hour +- **Resolution SLA:** 4 hours +- **Who:** P1 on-call team +- **Example:** "Production database is down" + +**๐ŸŸ  High** - Major functionality impaired +- **Response SLA:** 4 hours +- **Resolution SLA:** 1 business day +- **Who:** Senior support engineers +- **Example:** "Payment processing failing for all customers" + +**๐ŸŸก Medium** - Minor issue, workaround available +- **Response SLA:** 8 hours +- **Resolution SLA:** 3 business days +- **Who:** Standard support team +- **Example:** "Report export not working, manual export possible" + +**๐ŸŸข Low** - General question, minor inconvenience +- **Response SLA:** 24 hours +- **Resolution SLA:** 5 business days +- **Who:** Junior support agents +- **Example:** "How do I change my email signature?" + +--- + +### Case Types + +**Problem** - Something isn't working correctly +- Bug reports +- System errors +- Performance issues + +**Question** - Customer needs information +- How-to questions +- Best practices +- Product guidance + +**Feature Request** - Customer wants new functionality +- Enhancement ideas +- Integration requests +- Workflow improvements + +**Incident** - Service disruption +- Outages +- Security incidents +- Data issues + +--- + +## SLA Management (Service Level Agreements) + +### What is an SLA? + +An SLA defines the response and resolution times you commit to based on customer tier and case priority. + +--- + +### SLA Tiers + +**Platinum** (Enterprise customers) +- Critical: 1hr response / 4hr resolution +- High: 2hr response / 8hr resolution +- Medium: 4hr response / 1 day resolution +- Low: 8hr response / 2 day resolution +- Business Hours: 24/7 +- Dedicated support engineer + +**Gold** (Premium customers) +- Critical: 2hr response / 8hr resolution +- High: 4hr response / 1 day resolution +- Medium: 8hr response / 2 day resolution +- Low: 1 day response / 3 day resolution +- Business Hours: 24/5 +- Priority queue + +**Silver** (Standard customers) +- Critical: 4hr response / 1 day resolution +- High: 8hr response / 2 day resolution +- Medium: 1 day response / 3 day resolution +- Low: 2 day response / 5 day resolution +- Business Hours: Business hours only + +**Bronze/Standard** (Free customers) +- Self-service only +- Community forum support +- Best-effort response times + +--- + +### SLA Tracking + +**Automatic Calculations:** +- **Response Due:** When first response is required +- **Resolution Due:** When case must be resolved +- **Time Remaining:** Countdown to SLA breach +- **Business Hours:** Respects holidays and business hours + +**Example:** +``` +Case: CASE-2026-0123 +Priority: High +SLA Tier: Gold +Origin: Email +Created: Monday 9:00 AM + +SLA Commitments: +- Response Due: Monday 1:00 PM (4 hours) +- Resolution Due: Tuesday 9:00 AM (1 business day) + +Current Status: +- First Response: Monday 10:30 AM โœ… (1.5 hrs - Met SLA) +- Resolution: Tuesday 8:45 AM โœ… (23.75 hrs - Met SLA) +``` + +--- + +### SLA Breach Warnings + +**Proactive Alerts:** +- ๐ŸŸก Warning at 75% of SLA time +- ๐ŸŸ  Alert at 90% of SLA time +- ๐Ÿ”ด Breach notification if exceeded + +**Escalation Actions:** +- Notify team manager +- Auto-escalate to senior agent +- Trigger executive notification (for critical) + +--- + +### Business Hours & Holidays + +**Configure business hours by timezone:** +``` +US Support Team: +- Mon-Fri: 6:00 AM - 6:00 PM PST +- Sat-Sun: Closed + +EU Support Team: +- Mon-Fri: 8:00 AM - 6:00 PM GMT +- Sat-Sun: Closed + +APAC Support Team: +- Mon-Fri: 9:00 AM - 6:00 PM SGT +- Sat-Sun: Closed +``` + +**Holiday Calendars:** +- US Holidays (Thanksgiving, July 4th, etc.) +- EU Holidays (Christmas, Bank Holidays) +- APAC Holidays (Lunar New Year, etc.) + +**SLA Calculation:** +Only business hours count toward SLA time! + +--- + +## Queue-Based Routing + +### What is a Queue? + +A Queue is a holding area for cases that need to be assigned to the right support team. + +**Common Queues:** +- **Tier 1 Support** - First-line support for general questions +- **Tier 2 Technical** - Advanced technical issues +- **Billing & Accounts** - Payment and account questions +- **Product Feedback** - Feature requests and enhancement ideas +- **Escalations** - Escalated or complex cases +- **VIP Support** - Enterprise customer support + +--- + +### Auto-Assignment Rules + +Cases are automatically routed based on: + +**1. Origin-Based Routing** +``` +Email to billing@company.com โ†’ Billing Queue +Email to support@company.com โ†’ General Support Queue +Web form (Technical Issue) โ†’ Tier 2 Technical Queue +Social Media โ†’ Social Media Queue +``` + +**2. Skill-Based Routing** +``` +Case Type: API Integration Issue +Required Skill: API Expertise +โ†’ Assign to agent with "API Integration" skill +``` + +**3. Priority-Based Routing** +``` +Priority: Critical +SLA Tier: Platinum +โ†’ Assign to Senior Engineer + Notify Manager +``` + +**4. Language-Based Routing** +``` +Customer Language: Spanish +โ†’ Assign to Spanish-speaking agent +``` + +**5. Round-Robin Routing** +``` +General Support Queue +โ†’ Distribute evenly across available agents +``` + +--- + +### Queue Management + +**Queue Views:** +- **My Cases** - Cases assigned to me +- **Team Queue** - Cases awaiting assignment +- **Escalated** - Cases escalated to our team +- **Due Today** - Cases with SLA due today +- **Overdue** - SLA breached cases (๐Ÿ”ด red alert!) + +**Agent Availability:** +- Online / Available +- Busy / In Meeting +- Out of Office +- Away / Break + +**Workload Balancing:** +``` +Agent Status: +- John Smith: 5 open cases (Available) +- Mary Johnson: 8 open cases (Busy) +- Tom Wilson: 12 open cases (Overdue) + +Next case assigned to: John Smith โœ… +``` + +--- + +## Knowledge Base + +### What is a Knowledge Base? + +A Knowledge Base is a self-service library of articles, guides, and FAQs that help customers solve problems without contacting support. + +--- + +### Article Types + +**How-To Guides** - Step-by-step instructions +- "How to reset your password" +- "How to export data to CSV" +- "How to integrate with Salesforce" + +**Troubleshooting** - Problem solving guides +- "Why am I getting error 500?" +- "App won't load - troubleshooting steps" +- "Email delivery issues" + +**FAQ** - Frequently asked questions +- "What browsers are supported?" +- "How much does it cost?" +- "Can I cancel anytime?" + +**Product Documentation** - Feature explanations +- "Understanding opportunity stages" +- "Sales forecasting guide" +- "User permissions and roles" + +**Release Notes** - What's new +- "January 2026 release notes" +- "New features this month" +- "Bug fixes and improvements" + +--- + +### Article Metadata + +**Organize for easy discovery:** + +| Field | Purpose | Example | +|-------|---------|---------| +| **Title** | Clear, descriptive | "How to Reset Your Password" | +| **Summary** | Brief overview | "Step-by-step guide to reset forgotten password" | +| **Category** | Grouping | Account Management, Billing, Technical | +| **Product** | Relevant product | HotCRM, HotCRM Mobile | +| **Version** | Applicable versions | v1.0+, All Versions | +| **Difficulty** | Complexity | Beginner, Intermediate, Advanced | +| **Est. Time** | Time to complete | 2 minutes, 10 minutes | + +--- + +### AI-Powered Knowledge Search + +**Smart Search Features:** +- **Natural Language** - "how do i reset password" finds relevant articles +- **Synonym Matching** - "remove" finds "delete" articles +- **Question Detection** - Recognizes questions vs. keywords +- **Popular Articles** - Frequently viewed articles surfaced first +- **Related Articles** - "People also viewed" suggestions + +**Example Search:** +``` +Customer types: "can't log in" + +AI Suggests: +1. How to Reset Your Password โญ (Most Popular) +2. Troubleshooting Login Issues +3. Browser Compatibility Guide +4. Enable Two-Factor Authentication +5. Contact Support (if none of above help) +``` + +--- + +### Knowledge-Assisted Case Resolution + +**Suggested Articles While Creating Case:** +``` +Customer typing description: "I can't log into my account. Getting error message..." + +AI Suggestion Panel: +๐Ÿ’ก Before submitting, try these articles: +1. Troubleshooting Login Issues (90% match) +2. How to Reset Your Password (85% match) +3. Clear Browser Cache and Cookies (75% match) + +[These articles helpful?] [Submit Case Anyway] +``` + +**Agent View:** +``` +Case: "Customer can't login" + +Recommended Knowledge: +๐Ÿ“„ How to Reset Your Password +๐Ÿ“„ Common Login Error Messages +๐Ÿ“„ Account Lockout Policy + +[Attach Article to Case] [Send to Customer] +``` + +--- + +## Community & Self-Service Portal + +### Customer Portal + +**What customers can do:** +- Submit and track cases +- Search knowledge base +- View contract and subscription info +- Update contact information +- Download invoices +- Access support history + +--- + +### Community Forum + +**Forum Structure:** +``` +Product Categories: +โ”œโ”€โ”€ Getting Started +โ”œโ”€โ”€ Sales & CRM +โ”œโ”€โ”€ Marketing Automation +โ”œโ”€โ”€ Customer Service +โ””โ”€โ”€ Integrations + +Discussion Types: +โ”œโ”€โ”€ Questions - Ask the community +โ”œโ”€โ”€ Ideas - Feature requests +โ”œโ”€โ”€ Problems - Report issues +โ””โ”€โ”€ Praise - Success stories +``` + +**Community Roles:** +- **Customers** - Ask questions, share experiences +- **Champions** - Power users, earn badges +- **Moderators** - Employee moderators +- **Experts** - Verified subject matter experts + +**Gamification:** +- Points for helpful answers +- Badges for achievements +- Leaderboards +- Expert status + +--- + +## Agent Tools & Productivity + +### Case Console + +**Unified Interface:** +- Case details and history +- Customer account summary +- Related cases and contracts +- Knowledge base panel +- Quick actions (close, escalate, reassign) +- Email templates +- Macros for common responses + +--- + +### Canned Responses (Macros) + +**Pre-written templates for common scenarios:** + +**Password Reset Response:** +``` +Hi [First Name], + +I understand you're having trouble logging in. No problem! + +Please follow these steps to reset your password: +1. Go to https://app.hotcrm.com/forgot-password +2. Enter your email address +3. Check your email for reset link +4. Click link and create new password + +If you don't receive the email within 5 minutes, please check your spam folder. + +Let me know if you need any further assistance! + +Best regards, +[Agent Name] +``` + +**Closing Case - Issue Resolved:** +``` +Hi [First Name], + +Great news! I've resolved the issue with [problem description]. + +[Resolution details] + +I'm marking this case as closed. If you experience any further issues or have additional questions, please don't hesitate to reach out. + +Thank you for using HotCRM! + +Best regards, +[Agent Name] +``` + +--- + +### Collaboration Tools + +**Internal Case Comments:** +- Private notes visible only to agents +- Tag teammates for input +- Document troubleshooting steps +- Share solutions + +**Case Transfer:** +``` +Transfer Reason: Needs API Expertise +From: Tier 1 Support Queue +To: Technical Support Queue +Note to Receiving Agent: +"Customer needs help with webhook configuration. I verified +basic setup but webhook isn't triggering. Logs attached." +``` + +**Team Chat Integration:** +``` +๐Ÿ”” New case assigned: CASE-2026-0123 +Priority: High | Customer: TechCorp +Issue: API integration failing +[View Case] [Claim] [Reassign] +``` + +--- + +## Customer Satisfaction (CSAT) + +### Post-Case Surveys + +**Automatic survey after case closure:** +``` +How would you rate your support experience? + +๐Ÿ˜Š Excellent ๐Ÿ™‚ Good ๐Ÿ˜ Okay โ˜น๏ธ Poor + +Specific Feedback: +- Was the agent knowledgeable? +- Was your issue resolved? +- How was the response time? +- Would you recommend our support? + +Additional Comments: [Text box] +``` + +**CSAT Metrics:** +- **Score:** % of "Excellent" or "Good" ratings +- **Target:** >90% CSAT for all cases +- **Tracking:** By agent, queue, case type, product + +--- + +### Net Promoter Score (NPS) + +**Quarterly NPS Survey:** +``` +On a scale of 0-10, how likely are you to recommend +HotCRM to a colleague or peer? + +0 - 1 - 2 - 3 - 4 - 5 - 6 - 7 - 8 - 9 - 10 +Not at all likely Extremely likely + +[Submit] +``` + +**NPS Calculation:** +- **Promoters (9-10):** Enthusiastic, will recommend +- **Passives (7-8):** Satisfied but not enthusiastic +- **Detractors (0-6):** Unhappy, may churn + +``` +NPS = % Promoters - % Detractors + +Example: +60% Promoters, 10% Detractors +NPS = 60 - 10 = 50 (Excellent!) +``` + +--- + +## AI-Powered Support Features + +### 1. Auto-Suggest Solutions + +AI analyzes case description and suggests: +- Relevant knowledge articles +- Similar resolved cases +- Recommended troubleshooting steps + +### 2. Sentiment Analysis + +AI detects customer emotion: +- ๐Ÿ˜Š Happy, satisfied +- ๐Ÿ˜ Neutral +- ๐Ÿ˜Ÿ Frustrated +- ๐Ÿ˜ก Angry โ†’ Auto-escalate + +### 3. Smart Case Categorization + +AI automatically: +- Assigns case type +- Sets priority based on keywords +- Suggests product affected +- Recommends initial queue + +### 4. Chatbot (First-Line Support) + +AI chatbot handles: +- Common questions +- Knowledge base search +- Password resets +- Case status updates +- Escalate to human when needed + +--- + +## Best Practices + +### For Support Agents + +โœ… **Respond Quickly** +- Acknowledge all new cases within SLA +- Even if you don't have the answer yet +- Set expectations on resolution time + +โœ… **Be Empathetic** +- Use customer's name +- Acknowledge frustration +- Show you care about their problem + +โœ… **Communicate Clearly** +- Avoid jargon +- Provide step-by-step instructions +- Use screenshots when helpful + +โœ… **Follow Through** +- Keep customer updated on progress +- Don't ghost customers +- Confirm issue is truly resolved + +โœ… **Use Knowledge Base** +- Link to relevant articles +- Contribute new articles for recurring issues +- Keep articles up to date + +--- + +### For Support Managers + +โœ… **Monitor SLAs** +- Daily review of approaching SLA breaches +- Address systemic delays +- Adjust staffing to match volume + +โœ… **Track Agent Performance** +- CSAT scores by agent +- Average resolution time +- First contact resolution rate +- Case volume handled + +โœ… **Identify Trends** +- Common case types +- Product areas with most issues +- Customer pain points +- Knowledge gaps + +โœ… **Continuous Improvement** +- Weekly team training +- Share best practices +- Review difficult cases +- Update processes + +--- + +## Common Workflows + +### Workflow 1: New Case from Email + +``` +1. Customer emails support@company.com +2. Email-to-Case creates case automatically + - Subject from email + - Description from body + - Contact matched by email address +3. Routing rules assign to queue +4. Available agent claims case +5. Agent reviews and responds +6. Email reply added as case comment +7. Resolution found and implemented +8. Case closed +9. CSAT survey sent +``` + +--- + +### Workflow 2: Escalation Process + +``` +1. Agent working on case hits roadblock +2. Agent adds internal comment with context +3. Agent escalates case + - Change queue to "Escalations" + - Set priority to High + - Notify manager +4. Manager reviews case +5. Manager assigns to senior engineer +6. Senior engineer resolves +7. Case closed +8. Lessons learned documented in KB +``` + +--- + +## Roadmap: Planned Features + +### Q1 2026 +- ๐Ÿšง **AI Chatbot** - Handle tier 1 support automatically +- ๐Ÿšง **Live Chat Widget** - Real-time chat on website +- ๐Ÿšง **WhatsApp Integration** - Support via WhatsApp + +### Q2 2026 +- ๐Ÿšง **Video Support** - Screen sharing and video calls +- ๐Ÿšง **Predictive Routing** - ML-based case assignment +- ๐Ÿšง **Customer Health Scoring** - Proactive outreach for at-risk customers + +### Q3 2026 +- ๐Ÿšง **Voice AI** - Voice call transcription and analysis +- ๐Ÿšง **Multi-Brand Support** - Manage multiple brands in one system +- ๐Ÿšง **Advanced Analytics** - Support performance dashboards + +--- + +## Success Metrics + +**Impact of Service Excellence:** +- โฌ†๏ธ 30% reduction in case resolution time +- โฌ†๏ธ 40% increase in first contact resolution +- โฌ†๏ธ 50% reduction in case volume via self-service +- โฌ†๏ธ 95%+ customer satisfaction (CSAT) +- โฌ†๏ธ 25% improvement in customer retention +- โฌ‡๏ธ 60% lower support costs per case + +--- + +## Getting Started + + + + Set up your first case in 5 minutes + + + Define service level agreements + + + Create self-service content + + + Configure routing and assignment + + + +--- + +## Related Topics + +- [Account Management](/docs/features/sales-automation) - View customer 360 +- [Contract Management](/docs/features/contracts-payments) - Link cases to contracts +- [AI Capabilities](/docs/ai/overview) - Explore AI-powered support features +- [API Reference](/docs/api-reference/rest-api) - Build custom integrations diff --git a/content/docs/features/lead-management.mdx b/content/docs/features/lead-management.mdx new file mode 100644 index 000000000..10b779473 --- /dev/null +++ b/content/docs/features/lead-management.mdx @@ -0,0 +1,641 @@ +--- +title: Lead Management & Marketing +description: Attract, qualify, and convert prospects into sales-ready opportunities +--- + +# Lead Management & Marketing Automation + +Transform your marketing efforts into a predictable lead generation engine. HotCRM helps you capture leads from multiple channels, qualify them with AI-powered scoring, and deliver sales-ready opportunities to your team. + +## What You Can Do + + + + Multi-channel lead capture from web, social, events, and campaigns + + + AI-powered lead scoring based on engagement and demographic fit + + + Track marketing campaign performance and ROI + + + Seamlessly convert qualified leads to opportunities + + + +--- + +## Lead Management + +### The Lead Lifecycle + +Every prospect in HotCRM follows a clear path from initial contact to sales-ready opportunity: + +```mermaid +graph LR + A[New Lead] --> B[Qualify] + B --> C{Qualified?} + C -->|Yes| D[Convert to Opportunity] + C -->|Not Yet| E[Nurture] + C -->|No| F[Mark as Unqualified] + E --> B +``` + +**Lead Statuses:** +1. **New** - Just captured, awaiting first contact +2. **Working** - Sales rep actively engaging +3. **Nurturing** - Not ready to buy, staying in touch +4. **Converted** - Qualified and converted to opportunity +5. **Unqualified** - Doesn't fit target profile or no longer interested + +--- + +### Multi-Channel Lead Capture + +Capture leads from everywhere your prospects are: + +#### ๐Ÿ“ฑ Web Forms +Create branded lead capture forms for your website: +- Contact us forms +- Demo request forms +- Content download forms +- Event registration forms +- Newsletter signups + +**Example Use Case**: A visitor downloads your whitepaper "10 Ways to Improve Sales Productivity" โ†’ Lead is automatically created with source "Website" โ†’ AI scores based on company profile โ†’ High-score leads auto-assigned to sales reps. + +#### ๐ŸŒ Landing Pages +Build conversion-optimized landing pages: +- Product launch pages +- Webinar registration +- Special offer pages +- Industry-specific solutions + +**Built-in Features:** +- Drag-and-drop page builder +- Mobile-responsive designs +- A/B testing capability +- Conversion tracking + +#### ๐Ÿ“ง Email Campaigns +Capture responses from email marketing: +- Email opens and clicks tracked +- Link engagement recorded +- Automatic lead creation from responses +- Unsubscribe management + +#### ๐ŸŽฏ Social Media +Integrate with social platforms: +- LinkedIn lead gen forms +- Facebook lead ads +- Twitter engagement +- WeChat mini-programs + +#### ๐ŸŽช Events & Trade Shows +Capture leads at in-person events: +- QR code scanning +- Badge scanning integration +- Manual entry forms +- Bulk import from event apps + +#### ๐Ÿค Referrals & Partners +Track referral sources: +- Customer referrals +- Partner-sourced leads +- Employee referrals +- Affiliate programs + +--- + +### Lead Scoring & Qualification + +HotCRM automatically calculates a lead score (0-100) to help you prioritize your efforts. + +#### How Lead Scoring Works + +**1. Demographic Fit (40 points)** +- Industry match: 15 points +- Company size match: 15 points +- Job title/seniority: 10 points + +**2. Data Completeness (30 points)** +- Contact information complete: 10 points +- Company information complete: 10 points +- Custom fields populated: 10 points + +**3. Engagement (30 points)** +- Email opens: 5 points +- Email clicks: 10 points +- Website visits: 10 points +- Form submissions: 5 points + +#### Lead Scoring in Action + +**Example 1: Hot Lead (Score: 85)** +``` +Sarah Chen, VP of Sales at TechCorp +- Industry: Technology โœ… (15 pts) +- Company: 500 employees โœ… (15 pts) +- Title: VP level โœ… (10 pts) +- All contact info complete โœ… (20 pts) +- Opened 3 emails โœ… (5 pts) +- Clicked 2 links โœ… (10 pts) +- Visited pricing page โœ… (10 pts) +Total: 85 points โ†’ Immediately assign to sales rep +``` + +**Example 2: Nurture Lead (Score: 45)** +``` +John Doe, Junior Developer at StartupXYZ +- Industry: Technology โœ… (15 pts) +- Company: 10 employees โŒ (0 pts) +- Title: Junior level โŒ (0 pts) +- Only email provided โš ๏ธ (10 pts) +- Opened 1 email โœ… (5 pts) +- No clicks โŒ (0 pts) +- No website visits โŒ (0 pts) +Total: 30 points โ†’ Add to nurture campaign +``` + +#### AI-Enhanced Scoring + +Beyond the basic formula, HotCRM's AI analyzes: +- Behavioral patterns (time on site, page views) +- Email signature analysis (job title, company info extraction) +- Similar customer profiles (lookalike modeling) +- Market signals (company funding, growth, hiring) + +--- + +### Public Lead Pool (Lead Distribution) + +The public lead pool ensures fair lead distribution and prevents leads from falling through the cracks. + +#### How It Works + +1. **Inbound leads** without an owner go to the public pool +2. **Sales reps** can view and claim leads from the pool +3. **Auto-assignment rules** distribute high-score leads automatically +4. **Returned leads** go back to the pool if not engaged within X days + +#### Views and Filters + +**Pre-built views:** +- ๐Ÿ”ฅ Hot Leads (Score > 70) +- ๐Ÿ“… Today's Leads +- ๐ŸŒ By Geographic Region +- ๐Ÿข By Industry +- ๐Ÿ’ผ By Company Size + +**Custom filters:** +```typescript +// Show me hot leads in technology sector +Filters: + Lead Score > 70 + Industry = "Technology" + Status = "New" +``` + +#### Best Practices + +โœ… **Do:** +- Check the pool daily for new leads +- Claim leads you can actually follow up on +- Update lead status after first contact +- Return unresponsive leads to the pool + +โŒ **Don't:** +- Hoard leads without engaging them +- Let leads sit for more than 24 hours +- Claim leads outside your territory/specialty +- Mark leads as unqualified without attempting contact + +--- + +### Lead Conversion + +When a lead is qualified, convert them to create full customer records. + +#### What Gets Created + +**1 Lead Converts To:** +- โœ… **Account** (Company record) +- โœ… **Contact** (Individual person) +- โœ… **Opportunity** (Potential deal) + +#### Conversion Process + +**Step 1: Verify Information** +- Confirm company name and details +- Verify contact information +- Check for duplicate accounts/contacts + +**Step 2: Convert** +```typescript +Convert Lead: Sarah Chen +โ†“ +Creates: +โ”œโ”€โ”€ Account: TechCorp Inc. +โ”‚ โ”œโ”€โ”€ Industry: Technology +โ”‚ โ”œโ”€โ”€ Employees: 500 +โ”‚ โ””โ”€โ”€ Owner: John Smith +โ”œโ”€โ”€ Contact: Sarah Chen +โ”‚ โ”œโ”€โ”€ Title: VP of Sales +โ”‚ โ”œโ”€โ”€ Email: sarah@techcorp.com +โ”‚ โ””โ”€โ”€ Account: TechCorp Inc. +โ””โ”€โ”€ Opportunity: TechCorp - Q1 Deal + โ”œโ”€โ”€ Stage: Prospecting + โ”œโ”€โ”€ Amount: $50,000 (estimated) + โ””โ”€โ”€ Owner: John Smith +``` + +**Step 3: Lead Status Updated** +- Status โ†’ "Converted" +- Conversion date recorded +- Links to Account, Contact, Opportunity maintained +- Original lead record preserved for history + +#### Conversion Rules + +**When to Convert:** +- โœ… Lead has been qualified (phone call, meeting scheduled) +- โœ… Budget confirmed or estimated +- โœ… Timeline established +- โœ… Decision maker identified + +**When NOT to Convert:** +- โŒ First touch, no qualification yet +- โŒ No clear opportunity identified +- โŒ Person is a student, competitor, or recruiter +- โŒ Incomplete information + +--- + +## Campaign Management + +Track marketing campaigns and measure ROI across all channels. + +### Campaign Types + +**Email Marketing** +- Newsletter campaigns +- Product announcements +- Nurture sequences +- Re-engagement campaigns + +**Social Media** +- LinkedIn sponsored content +- Facebook/Instagram ads +- Twitter engagement +- WeChat campaigns + +**Events** +- Trade shows and conferences +- Webinars and virtual events +- Customer appreciation events +- Product launches + +**Content Marketing** +- Blog posts and articles +- Whitepapers and ebooks +- Case studies +- Video content + +**Advertising** +- Google Ads +- Display advertising +- Retargeting campaigns +- Industry publications + +--- + +### Campaign Metrics & ROI + +Track the effectiveness of every marketing dollar: + +#### Key Metrics + +| Metric | Description | How to Improve | +|--------|-------------|----------------| +| **Leads Generated** | Total number of leads from campaign | Expand reach, improve targeting | +| **Cost Per Lead** | Campaign cost รท leads generated | Optimize targeting, reduce waste | +| **Conversion Rate** | Converted leads รท total leads ร— 100% | Better qualification, lead nurturing | +| **Revenue Generated** | Total revenue from converted leads | Focus on high-value prospects | +| **ROI** | (Revenue - Cost) รท Cost ร— 100% | Optimize all of the above | + +#### Example Campaign Analysis + +**Q1 2026 Email Campaign** +``` +Budget: $5,000 +Leads Generated: 250 +Cost Per Lead: $20 +Converted Leads: 50 (20% conversion) +Pipeline Created: $500,000 +Closed Won: $150,000 +ROI: (150,000 - 5,000) รท 5,000 = 2,900% +``` + +**Insights:** +- โœ… Excellent ROI - scale this campaign +- โœ… Good conversion rate (industry avg: 15%) +- ๐Ÿ’ก Opportunity: $350K still in pipeline +- ๐ŸŽฏ Action: Focus on closing pipeline deals + +--- + +### Campaign Member Tracking + +Track individual engagement with each campaign: + +**Member Statuses:** +- **Sent** - Campaign communication sent +- **Delivered** - Successfully delivered +- **Opened** - Email opened or landing page viewed +- **Clicked** - Clicked through to content +- **Responded** - Filled out form or replied +- **Attended** - Attended event or webinar +- **No Show** - Registered but didn't attend +- **Unsubscribed** - Opted out + +**Use Cases:** +1. **Follow-up prioritization** - Focus on "Responded" and "Clicked" members +2. **Segmentation** - Create lists based on engagement level +3. **Multi-touch attribution** - Track which campaigns influenced deals +4. **A/B testing** - Compare engagement across campaign variations + +--- + +## AI-Powered Marketing Features + +### 1. AI Data Enrichment + +Automatically extract and populate lead information from email signatures: + +**Input: Email Signature** +``` +John Smith +Senior Director of IT +Acme Corporation +john.smith@acme.com | +1-555-123-4567 +www.acmecorp.com +``` + +**Output: Enriched Lead** +```typescript +{ + FirstName: "John", + LastName: "Smith", + Title: "Senior Director of IT", + Company: "Acme Corporation", + Email: "john.smith@acme.com", + Phone: "+1-555-123-4567", + Website: "www.acmecorp.com", + Industry: "Technology" (AI-inferred), + LeadScore: 75 (AI-calculated) +} +``` + +--- + +### 2. AI Marketing Copy Generation + +Generate campaign content tailored to your audience: + +**Example: Email Campaign** +```typescript +Input: +- Target: Enterprise IT Directors +- Product: Cloud CRM Solution +- Goal: Book demo meetings +- Tone: Professional + +AI Output: +Subject: "Cut IT costs by 40% while improving sales efficiency" + +Body: +Dear [First Name], + +Managing sales technology across your enterprise shouldn't mean +managing complexity. HotCRM delivers enterprise-grade CRM with: + +โ€ข 40% lower TCO than Salesforce +โ€ข Modern API-first architecture +โ€ข Self-hosted or cloud deployment +โ€ข AI-powered sales intelligence + +Join 500+ IT leaders who've made the switch. + +[Book a 15-Minute Demo] + +Best regards, +[Your Name] +``` + +--- + +### 3. Best Lead Recommendations + +AI suggests which leads to contact next based on: +- Lead score and engagement +- Company fit and intent signals +- Response likelihood prediction +- Optimal contact timing + +**Daily Recommended Leads:** +``` +๐Ÿ”ฅ Sarah Chen (Score: 95) + VP of Sales, TechCorp | Viewed pricing 3x yesterday + Recommended action: Call today before 10 AM + +โญ Mike Johnson (Score: 88) + CTO, StartupXYZ | Downloaded whitepaper, opened 5 emails + Recommended action: Send personalized email + +๐Ÿ’ผ Lisa Wong (Score: 82) + Dir. of Operations, GlobalCo | Attended webinar + Recommended action: Follow up on webinar Q&A +``` + +--- + +### 4. Audience Segmentation + +AI analyzes your target market and suggests optimal segments: + +**Example Analysis:** +``` +Target: "Enterprise Software Buyers" + +AI-Identified Segments: +1. Tech-Forward Leaders (35%) + - Early adopters + - Focus on innovation + - Recommended channels: LinkedIn, Webinars + +2. ROI-Driven Executives (40%) + - Value-focused decision makers + - Focus on cost savings + - Recommended channels: Email, Case Studies + +3. Risk-Averse Operators (25%) + - Prefer proven solutions + - Focus on security & reliability + - Recommended channels: Whitepapers, References +``` + +--- + +## Best Practices + +### For Marketing Teams + +1. **Set Up Tracking** + - Tag all campaign sources + - Use UTM parameters consistently + - Create dedicated landing pages + +2. **Score Your Leads** + - Define your ideal customer profile + - Set scoring thresholds + - Review and adjust quarterly + +3. **Nurture Systematically** + - Create nurture tracks by persona + - Provide value, not just sales pitches + - Re-engage cold leads periodically + +4. **Measure What Matters** + - Track full-funnel metrics + - Calculate ROI for each campaign + - Share results with sales team + +### For Sales Teams + +1. **Work the Pool Daily** + - Check for new hot leads each morning + - Claim and contact within 1 hour + - Return leads you can't work + +2. **Qualify Thoroughly** + - Use BANT (Budget, Authority, Need, Timeline) + - Document all interactions + - Convert only qualified leads + +3. **Provide Feedback** + - Mark bad leads quickly + - Tell marketing what's working + - Help refine lead scoring + +--- + +## Common Workflows + +### Workflow 1: Inbound Web Lead + +```mermaid +graph TD + A[Visitor fills web form] --> B[Lead created automatically] + B --> C{Lead Score?} + C -->|>70| D[Auto-assign to sales rep] + C -->|30-69| E[Add to nurture campaign] + C -->|<30| F[Public pool] + D --> G[Sales rep contacted within 1 hour] + G --> H{Qualified?} + H -->|Yes| I[Convert to Opportunity] + H -->|Not yet| E + H -->|No| J[Mark unqualified] +``` + +### Workflow 2: Event Lead Capture + +``` +1. Attendee visits booth โ†’ Scan badge +2. Lead created with source "Trade Show Q1" +3. Add to campaign "Trade Show Q1 2026" +4. Mark campaign member status "Attended" +5. Same day: Send thank you email +6. Day 3: Sales rep follows up +7. If interested: Convert to opportunity +8. If not ready: Add to quarterly newsletter +``` + +### Workflow 3: Campaign Performance Review + +``` +Weekly Review Checklist: +โ–ก How many leads generated? +โ–ก What's the average lead score? +โ–ก How many converted to opportunities? +โ–ก What's the cost per lead? +โ–ก Which channels performed best? +โ–ก What needs optimization? +โ–ก Scale winners, cut losers +``` + +--- + +## Roadmap: Planned Features + +### Q1 2026 +- ๐Ÿšง **Lead Assignment Rules** - Advanced round-robin and territory-based assignment +- ๐Ÿšง **Lead Deduplication** - Automatic duplicate detection and merging +- ๐Ÿšง **Email Integration** - Gmail/Outlook plugin for 1-click lead capture + +### Q2 2026 +- ๐Ÿšง **Marketing Automation** - Multi-step nurture campaigns +- ๐Ÿšง **Progressive Profiling** - Gradual lead data enrichment +- ๐Ÿšง **Web Visitor Tracking** - Anonymous visitor tracking and identification + +### Q3 2026 +- ๐Ÿšง **Predictive Lead Scoring** - Machine learning-based scoring +- ๐Ÿšง **Account-Based Marketing** - Target account identification and tracking +- ๐Ÿšง **Social Listening** - Monitor social media for lead signals + +--- + +## Success Stories + +### Example: Tech Startup + +**Before HotCRM:** +- Leads scattered across email, spreadsheets +- No lead scoring or prioritization +- 10% lead-to-opportunity conversion +- 30-day average response time + +**After HotCRM:** +- All leads in one system with scores +- Auto-assignment of hot leads +- 25% lead-to-opportunity conversion +- 2-hour average response time + +**Results:** 150% increase in qualified opportunities, 60% reduction in cost per acquisition + +--- + +## Getting Started + + + + Create your first lead in 5 minutes + + + Launch your first marketing campaign + + + Configure AI lead scoring for your business + + + Integrate with your marketing tools + + + +--- + +## Related Topics + +- [Sales Automation](/docs/features/sales-automation) - Convert leads into closed deals +- [AI Capabilities](/docs/ai/overview) - Explore all AI features +- [Creating Custom Objects](/docs/development/creating-objects) - Extend lead management diff --git a/content/docs/features/marketing-leads.mdx b/content/docs/features/marketing-leads.mdx deleted file mode 100644 index f1938cfe5..000000000 --- a/content/docs/features/marketing-leads.mdx +++ /dev/null @@ -1,506 +0,0 @@ ---- -title: Marketing & Leads -description: Lead management and campaign tracking features ---- - -# Marketing & Leads Domain - -The Marketing & Leads domain (่ŽทๅฎขๅŸŸ) helps you capture traffic, cleanse data, and deliver high-quality leads to your sales team. - -## Overview - -**Key Objects**: `Lead`, `Campaign` - -**Main Goals**: -- Multi-channel lead capture -- Lead deduplication and enrichment -- AI-powered lead scoring -- Campaign ROI tracking -- Public pool (ๅ…ฌๆตทๆฑ ) management - -## Lead Management - -### Lead Object - -The Lead object represents potential customers before they're qualified and converted into Accounts and Contacts. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| FirstName | Text | First name of the lead | -| LastName | Text | Last name of the lead | -| Company | Text | Company name | -| Title | Text | Job title | -| Email | Email | Email address | -| Phone | Phone | Phone number | -| Mobile | Phone | Mobile phone number | -| LeadSource | Picklist | Where the lead came from | -| Industry | Picklist | Industry classification | -| Status | Picklist | Lead status (New, Working, Nurturing, Converted, Dead) | -| LeadScore | Number | AI-calculated score (0-100) | -| DataCompleteness | Percent | Profile completeness percentage | -| OwnerId | Reference | Lead owner (null = public pool) | - -#### Lead Sources - -- Website -- Trade Show -- Webinar -- Social Media (LinkedIn, WeChat, etc.) -- Referral -- Email Campaign -- Cold Call -- Partner -- Other - -#### Lead Status Flow - -1. **New** - Just captured, not yet contacted -2. **Working** - Being actively contacted -3. **Nurturing** - Not ready to buy, being nurtured -4. **Converted** - Converted to Account/Contact/Opportunity -5. **Dead** - No longer viable - -### Lead Scoring - -HotCRM automatically calculates a lead score (0-100) based on: - -**Data Completeness (40 points)**: -- Basic info (name, company, email): 15 points -- Contact details (phone, mobile): 10 points -- Company info (industry, revenue): 15 points - -**Engagement (30 points)**: -- Email opens: 5 points -- Email clicks: 10 points -- Website visits: 10 points -- Form submissions: 5 points - -**Demographic Fit (30 points)**: -- Industry match: 10 points -- Company size match: 10 points -- Job title match: 10 points - -**AI Enhancement**: -```typescript -// AI automatically updates lead score -{ - name: 'LeadScore', - type: 'number', - label: 'Lead Score', - aiCalculated: true, - formula: 'AI_CALCULATE_LEAD_SCORE()' -} -``` - -### Public Pool (ๅ…ฌๆตทๆฑ ) - -Leads without an owner go to the public pool, where any sales rep can claim them. - -**View Public Pool Leads**: -```typescript -const publicPool = await db.find('Lead', { - filters: [['OwnerId', 'IS NULL', null]] -}); -``` - -**Claim a Lead**: -```typescript -await db.doc.update('Lead', leadId, { - OwnerId: currentUserId, - Status: 'Working' -}); -``` - -**Return to Pool**: -```typescript -await db.doc.update('Lead', leadId, { - OwnerId: null, - Status: 'New' -}); -``` - -### Lead Conversion - -When a lead is qualified, convert it to: -- **Account**: The company -- **Contact**: The person -- **Opportunity**: The potential deal - -**Conversion Process**: -```typescript -// 1. Create Account -const account = await db.doc.create('Account', { - Name: lead.Company, - Industry: lead.Industry, - Phone: lead.Phone, - Website: lead.Website -}); - -// 2. Create Contact -const contact = await db.doc.create('Contact', { - FirstName: lead.FirstName, - LastName: lead.LastName, - Email: lead.Email, - Phone: lead.Phone, - AccountId: account.Id, - Title: lead.Title -}); - -// 3. Create Opportunity -const opportunity = await db.doc.create('Opportunity', { - Name: `${lead.Company} - Opportunity`, - AccountId: account.Id, - ContactId: contact.Id, - Stage: 'Prospecting', - LeadSource: lead.LeadSource -}); - -// 4. Update Lead -await db.doc.update('Lead', lead.Id, { - Status: 'Converted', - ConvertedAccountId: account.Id, - ConvertedContactId: contact.Id, - ConvertedOpportunityId: opportunity.Id, - ConvertedDate: new Date() -}); -``` - -### AI Features - -#### Data Enrichment - -AI automatically enriches lead data from email signatures: - -```typescript -// Input: Email signature -const signature = ` -John Doe -Senior VP of Sales -Acme Corporation -john.doe@acme.com -+1-555-0123 -`; - -// AI extraction -{ - FirstName: 'John', - LastName: 'Doe', - Title: 'Senior VP of Sales', - Company: 'Acme Corporation', - Email: 'john.doe@acme.com', - Phone: '+1-555-0123' -} -``` - -#### Best Lead Recommendations - -AI suggests which leads to contact next: - -```typescript -const hotLeads = await db.find('Lead', { - filters: [ - ['LeadScore', '>', 70], - ['Status', '!=', 'Converted'] - ], - orderBy: { field: 'LeadScore', direction: 'desc' }, - limit: 10 -}); -``` - -### List Views - -Pre-configured views for easy access: - -1. **All Leads**: All leads in the system -2. **My Leads**: Leads assigned to me -3. **Public Pool (ๅ…ฌๆตทๆฑ )**: Unclaimed leads -4. **High Score Leads**: Score > 70 -5. **Recent Leads**: Created in last 7 days -6. **To Be Nurtured**: Status = Nurturing -7. **Converted Leads**: Status = Converted - -## Campaign Management - -### Campaign Object - -Track marketing campaigns across multiple channels. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Campaign name | -| Type | Picklist | Campaign type (Email, Social, Event, etc.) | -| Status | Picklist | Campaign status | -| StartDate | Date | Campaign start date | -| EndDate | Date | Campaign end date | -| BudgetedCost | Currency | Planned budget | -| ActualCost | Currency | Actual spend | -| ExpectedRevenue | Currency | Expected revenue from campaign | -| ActualRevenue | Currency | Actual revenue generated | -| NumLeads | Number | Number of leads generated | -| NumConvertedLeads | Number | Leads that converted | -| ConversionRate | Percent | Lead conversion percentage | -| ROI | Percent | Return on investment | - -#### Campaign Types - -- **Email**: Email marketing campaigns -- **Social Media**: LinkedIn, WeChat, etc. -- **Webinar**: Online webinars and events -- **Trade Show**: Industry conferences -- **Content Marketing**: Blogs, whitepapers -- **SEO/SEM**: Search engine marketing -- **Event**: In-person events -- **Partner Marketing**: Co-marketing with partners -- **Other**: Custom campaign types - -#### Campaign Status - -1. **Planning** - Campaign being planned -2. **In Progress** - Campaign is active -3. **Completed** - Campaign has ended -4. **On Hold** - Temporarily paused -5. **Cancelled** - Campaign cancelled - -### Campaign Metrics - -**Automatic ROI Calculation**: -```typescript -ROI = (ActualRevenue - ActualCost) / ActualCost * 100 -``` - -**Example**: -- ActualCost: $5,000 -- ActualRevenue: $50,000 -- ROI: (50,000 - 5,000) / 5,000 = 900% - -**Conversion Funnel**: -``` -Leads Generated โ†’ Converted Leads โ†’ Opportunities โ†’ Closed Won - 1000 โ†’ 200 โ†’ 50 โ†’ 15 -``` - -**Conversion Rate**: -```typescript -ConversionRate = NumConvertedLeads / NumLeads * 100 -// Example: 200 / 1000 = 20% -``` - -### Campaign Member Management - -Track who participated in each campaign: - -```typescript -// Add member to campaign -await db.doc.create('CampaignMember', { - CampaignId: campaignId, - LeadId: leadId, - Status: 'Sent', - FirstRespondedDate: null -}); - -// Track response -await db.doc.update('CampaignMember', memberId, { - Status: 'Responded', - FirstRespondedDate: new Date() -}); -``` - -**Member Status**: -- Sent -- Responded -- Attended (for events) -- No Show -- Unsubscribed - -### AI Features - -#### Marketing Content Generation - -AI generates marketing copy: - -```typescript -import { aiGenerateMarketingCopy } from '@hotcrm/crm'; - -const content = await aiGenerateMarketingCopy({ - campaignType: 'Email', - targetAudience: 'Enterprise IT Directors', - product: 'Cloud CRM Solution', - tone: 'Professional', - length: 'Short' -}); - -console.log(content.subject); // Email subject line -console.log(content.body); // Email body -console.log(content.cta); // Call to action -``` - -#### Audience Analysis - -AI analyzes and segments your target audience: - -```typescript -const segments = await aiAudienceAnalysis({ - industry: 'Technology', - companySize: 'Enterprise', - jobTitles: ['CTO', 'VP Engineering', 'IT Director'] -}); - -// Returns: -{ - primarySegment: 'Enterprise Tech Leaders', - characteristics: [ - 'Budget authority over $100K', - 'Focused on digital transformation', - 'Values ROI and security' - ], - recommendedChannels: ['LinkedIn', 'Email', 'Webinars'], - messagingTips: [ - 'Emphasize enterprise-grade security', - 'Show clear ROI metrics', - 'Highlight integration capabilities' - ] -} -``` - -#### Channel Recommendations - -AI suggests optimal marketing channels: - -```typescript -const recommendations = await aiRecommendChannels({ - targetAudience: 'IT Directors', - budget: 10000, - goals: ['Lead Generation', 'Brand Awareness'] -}); - -// Returns: -[ - { - channel: 'LinkedIn Ads', - estimatedCost: 4000, - expectedLeads: 80, - costPerLead: 50 - }, - { - channel: 'Email Campaign', - estimatedCost: 2000, - expectedLeads: 200, - costPerLead: 10 - }, - { - channel: 'Webinar', - estimatedCost: 3000, - expectedLeads: 50, - costPerLead: 60 - } -] -``` - -## Best Practices - -### Lead Management - -1. **Keep the Public Pool Clean**: Regularly review and assign or disqualify leads -2. **Update Lead Status**: Keep status current (New โ†’ Working โ†’ Nurturing/Converted/Dead) -3. **Monitor Lead Score**: Focus on high-score leads (>70) -4. **Enrich Data**: Complete all available fields for better scoring -5. **Track Source**: Always capture lead source for attribution - -### Campaign Management - -1. **Set Clear Goals**: Define success metrics before launching -2. **Track Costs**: Update actual costs regularly -3. **Monitor ROI**: Calculate and review ROI for optimization -4. **Segment Audiences**: Target specific segments for better conversion -5. **Test and Iterate**: A/B test messaging and channels -6. **Follow Up**: Ensure timely follow-up on campaign responses - -## Example Workflows - -### Lead Capture Workflow - -```typescript -// 1. Web form submission -const lead = await db.doc.create('Lead', { - FirstName: 'John', - LastName: 'Doe', - Email: 'john@example.com', - Company: 'Example Corp', - LeadSource: 'Website', - Status: 'New' -}); - -// 2. AI calculates score -// (automatic via trigger) - -// 3. Auto-assign to sales rep -if (lead.LeadScore > 70) { - await db.doc.update('Lead', lead.Id, { - OwnerId: await getNextAvailableRep(), - Status: 'Working' - }); -} - -// 4. Send notification -await sendNotification({ - to: lead.OwnerId, - message: `New hot lead: ${lead.FirstName} ${lead.LastName} (Score: ${lead.LeadScore})` -}); -``` - -### Campaign Execution Workflow - -```typescript -// 1. Create campaign -const campaign = await db.doc.create('Campaign', { - Name: 'Q1 2026 Email Campaign', - Type: 'Email', - Status: 'Planning', - StartDate: '2026-02-01', - EndDate: '2026-02-28', - BudgetedCost: 5000 -}); - -// 2. Build target list -const targets = await db.find('Lead', { - filters: [ - ['Industry', '=', 'Technology'], - ['LeadScore', '>', 50], - ['Status', '!=', 'Converted'] - ] -}); - -// 3. Add campaign members -for (const lead of targets) { - await db.doc.create('CampaignMember', { - CampaignId: campaign.Id, - LeadId: lead.Id, - Status: 'Sent' - }); -} - -// 4. Track results -await db.doc.update('Campaign', campaign.Id, { - NumLeads: targets.length, - Status: 'In Progress' -}); - -// 5. Calculate ROI (after campaign) -await db.doc.update('Campaign', campaign.Id, { - ActualCost: 4500, - ActualRevenue: 45000, - NumConvertedLeads: 15, - Status: 'Completed' -}); -// ROI automatically calculated: (45000-4500)/4500 = 900% -``` - -## Next Steps - -- [Sales Automation](/docs/features/sales-automation) - Convert leads to customers -- [AI Capabilities](/docs/ai/overview) - Learn more about AI features -- [Creating Objects](/docs/development/creating-objects) - Customize lead/campaign objects diff --git a/content/docs/features/meta.json b/content/docs/features/meta.json index d98576046..924cca5f3 100644 --- a/content/docs/features/meta.json +++ b/content/docs/features/meta.json @@ -4,6 +4,8 @@ "overview", "lead-management", "sales-automation", - "customer-service" + "customer-service", + "product-pricing", + "contracts-payments" ] } diff --git a/content/docs/features/overview.mdx b/content/docs/features/overview.mdx new file mode 100644 index 000000000..e746c7a6f --- /dev/null +++ b/content/docs/features/overview.mdx @@ -0,0 +1,307 @@ +--- +title: Features Overview +description: Complete overview of HotCRM capabilities organized by business outcomes +--- + +# HotCRM Features Overview + +HotCRM provides a comprehensive platform to manage your entire customer lifecycleโ€”from initial marketing contact through sales, service, and ongoing customer success. Built on world-class CRM principles, every feature is designed to drive measurable business outcomes. + +## Business Value Proposition + + + + Accelerate sales cycles, improve win rates, and maximize customer lifetime value + + + Automate repetitive tasks, streamline workflows, and empower teams with AI + + + Deliver personalized, responsive service across all touchpoints + + + Get real-time insights, forecasts, and recommendations powered by AI + + + +## Core Capabilities + +### 1. Lead Management & Marketing Automation +**Turn prospects into qualified opportunities** + +- **Multi-Channel Lead Capture**: Web forms, landing pages, social media, email campaigns +- **Lead Scoring & Qualification**: AI-powered scoring based on engagement and fit +- **Campaign Management**: Track ROI across email, social, events, and webinars +- **Marketing Lists & Segmentation**: Target the right audience with precision +- **Public Lead Pool**: Distribute leads fairly across your sales team + +**Key Objects**: Lead, Campaign, Campaign Member, Marketing List, Landing Page, Form, Email Template + +**Status**: โœ… Fully Implemented | ๐Ÿ“‹ [View Details](/docs/features/lead-management) + +--- + +### 2. Sales Force Automation +**Accelerate deals and grow revenue** + +- **360ยฐ Customer View**: Complete account and contact history at your fingertips +- **Opportunity Pipeline**: 7-stage sales process from prospecting to closed won +- **Activity Tracking**: Log calls, meetings, emails automatically +- **Relationship Mapping**: Identify decision makers and influencers +- **AI Win Probability**: Predict deal success with machine learning +- **Collaboration Tools**: Tasks, notes, and team coordination + +**Key Objects**: Account, Contact, Opportunity, Activity, Task, Note + +**Status**: โœ… Fully Implemented | ๐Ÿ“‹ [View Details](/docs/features/sales-automation) + +--- + +### 3. Product & Quote Management (CPQ) +**Configure, price, and quote with accuracy** + +- **Product Catalog**: Manage products, bundles, and pricing tiers +- **Quote Generation**: Create professional quotes in minutes +- **Pricing Rules & Discounts**: Automate complex pricing logic +- **Approval Workflows**: Multi-level approval for discounts and terms +- **Quote-to-Cash**: Seamless conversion to contracts + +**Key Objects**: Product Bundle, Quote, Quote Line Item, Price Rule, Discount Schedule, Approval Request + +**Status**: โœ… Fully Implemented | ๐Ÿ“‹ [View Details](/docs/features/product-pricing) + +--- + +### 4. Contract & Revenue Management +**Execute deals and recognize revenue** + +- **Contract Lifecycle**: From quote acceptance to renewal +- **Auto-Numbering**: Professional contract numbers (CON-2026-0001) +- **Renewal Management**: Track and automate renewals +- **Revenue Recognition**: Monitor ARR, MRR, and contract value + +**Key Objects**: Contract + +**Status**: โœ… Fully Implemented | ๐Ÿšง Payment processing planned | ๐Ÿ“‹ [View Details](/docs/features/contracts-payments) + +--- + +### 5. Customer Service & Support +**Deliver exceptional omni-channel support** + +- **Case Management**: Handle support requests from any channel +- **Omni-Channel Support**: Email, Web, Phone, Social Media, Chat, Mobile App +- **SLA Management**: Track and enforce response and resolution times +- **Queue-Based Routing**: Auto-assign cases to the right team +- **Knowledge Base**: Self-service portal with AI-powered search +- **Community Forums**: Enable peer-to-peer support +- **Escalation Rules**: Automatic escalation for SLA violations + +**Key Objects**: Case, Case Comment, Knowledge Article, Queue, SLA Policy, SLA Template, Business Hours, Escalation Rule, Web-to-Case, Email-to-Case, Social Media Case, Forum Topic, Forum Post, Portal User + +**Status**: โœ… Fully Implemented | ๐Ÿ“‹ [View Details](/docs/features/service-support) + +--- + +### 6. AI-Powered Intelligence +**Work smarter with AI assistance** + +- **Smart Briefings**: AI-generated summaries of accounts and opportunities +- **Lead Scoring**: Predictive scoring based on engagement and fit +- **Win Probability**: Estimate likelihood of closing deals +- **Content Generation**: Marketing copy, emails, and responses +- **Data Enrichment**: Auto-complete customer information +- **Next Best Action**: AI recommendations for what to do next +- **Sentiment Analysis**: Understand customer emotions in support cases + +**AI Features**: 25+ capabilities across all modules + +**Status**: โœ… Core AI framework implemented | ๐Ÿšง Advanced features in development | ๐Ÿ“‹ [View Details](/docs/ai/overview) + +--- + +## Feature Comparison by Industry Standard + +| Capability | HotCRM | Salesforce | HubSpot | MS Dynamics | +|-----------|---------|------------|---------|-------------| +| **Sales Automation** | โœ… Full | โœ… Full | โœ… Full | โœ… Full | +| **Marketing Automation** | โœ… Core | โœ… Full (Pardot) | โœ… Full | โœ… Full (Marketing) | +| **Service & Support** | โœ… Full | โœ… Full (Service Cloud) | โœ… Core | โœ… Full (Service) | +| **CPQ (Quote Management)** | โœ… Built-in | ๐Ÿ’ฐ Add-on | ๐Ÿ’ฐ Add-on | ๐Ÿ’ฐ Add-on | +| **AI Capabilities** | โœ… Native | ๐Ÿ’ฐ Einstein | ๐Ÿšง Limited | ๐Ÿšง Limited | +| **Metadata-Driven** | โœ… TypeScript | โš™๏ธ XML | โŒ | โš™๏ธ XML | +| **Modern UI/UX** | โœ… Linear-style | ๐Ÿ“… Classic | โœ… Modern | ๐Ÿ“… Classic | +| **Self-Hosted** | โœ… Yes | โŒ Cloud only | โŒ Cloud only | โ˜๏ธ Hybrid | +| **Open Source** | โœ… MIT License | โŒ | โŒ | โŒ | + +--- + +## Implementation Status + +### Currently Implemented (41 Objects) + +#### Marketing & Leads (5 objects) +- โœ… Lead - Prospect management and qualification +- โœ… Campaign Member - Campaign participation tracking +- โœ… Marketing List - Audience segmentation +- โœ… Landing Page - Lead capture pages +- โœ… Form - Web form builder +- โœ… Email Template - Email marketing templates +- โœ… Unsubscribe - Opt-out management + +#### Sales (6 objects) +- โœ… Account - Customer and company records +- โœ… Contact - Individual contacts and relationships +- โœ… Opportunity - Sales pipeline and deals +- โœ… Activity - Customer interactions (calls, meetings, emails) +- โœ… Task - Action items and to-dos +- โœ… Note - Customer notes and observations + +#### Products & Pricing (6 objects) +- โœ… Product Bundle - Product catalog and bundles +- โœ… Quote - Customer quotations +- โœ… Quote Line Item - Quote details +- โœ… Price Rule - Pricing logic and rules +- โœ… Discount Schedule - Volume and promotional discounts +- โœ… Approval Request - Quote approval workflows + +#### Finance (1 object) +- โœ… Contract - Contract lifecycle management + +#### Service & Support (23 objects) +- โœ… Case - Support ticket management +- โœ… Case Comment - Case conversation history +- โœ… Knowledge Article - Self-service knowledge base +- โœ… Web-to-Case - Web form case capture +- โœ… Email-to-Case - Email-based case creation +- โœ… Social Media Case - Social media support +- โœ… Queue - Support team queues +- โœ… Queue Member - Queue membership +- โœ… Routing Rule - Case assignment rules +- โœ… Skill - Agent skills taxonomy +- โœ… Agent Skill - Agent skill assignments +- โœ… SLA Policy - Service level agreement policies +- โœ… SLA Template - SLA templates +- โœ… SLA Milestone - SLA milestone tracking +- โœ… Business Hours - Operating hours +- โœ… Holiday - Holiday definitions +- โœ… Holiday Calendar - Holiday calendars +- โœ… Escalation Rule - Case escalation automation +- โœ… Forum Topic - Community forum topics +- โœ… Forum Post - Community forum posts +- โœ… Portal User - Self-service portal users + +**Total: 41 objects with 1,200+ fields** + +--- + +### Planned Features (Next 6 Months) + +#### Q1 2026 - Payment & Billing +- ๐Ÿšง Payment - Payment transaction tracking +- ๐Ÿšง Invoice - Invoice generation and management +- ๐Ÿšง Payment Method - Customer payment methods +- ๐Ÿšง Subscription - Recurring revenue management + +#### Q2 2026 - Advanced Analytics +- ๐Ÿšง Dashboard - Custom dashboards +- ๐Ÿšง Report - Custom reports and analytics +- ๐Ÿšง Forecast - Sales forecasting +- ๐Ÿšง Goal - Team and individual goals + +#### Q2 2026 - Collaboration +- ๐Ÿšง Feed - Activity feeds and updates +- ๐Ÿšง Chatter - Enterprise social collaboration +- ๐Ÿšง File - Document management + +#### Q3 2026 - Integration +- ๐Ÿšง External System - External system connections +- ๐Ÿšง API Call Log - Integration monitoring +- ๐Ÿšง Webhook - Event-driven integrations + +#### Q3-Q4 2026 - Mobile & Advanced +- ๐Ÿšง Mobile App - Native iOS and Android apps +- ๐Ÿšง Email Integration - Gmail/Outlook sync +- ๐Ÿšง Calendar Sync - Calendar integration +- ๐Ÿšง Territory Management - Geographic territories +- ๐Ÿšง Partner Portal - Partner relationship management + +--- + +## Getting Started + + + + Start tracking deals and managing your pipeline + + + Launch campaigns and generate qualified leads + + + Set up case management and knowledge base + + + Configure and customize HotCRM for your business + + + +--- + +## Key Differentiators + +### ๐ŸŽฏ Built for Modern Teams +Unlike legacy CRM systems designed in the 2000s, HotCRM is built for how teams work today: +- Clean, intuitive interface inspired by Linear and Notion +- Fast performance with modern web technologies +- Keyboard shortcuts and power user features +- Mobile-first responsive design + +### ๐Ÿค– AI-First, Not AI-Bolted-On +AI capabilities are integrated into the core platform, not added as expensive add-ons: +- Native AI scoring and predictions +- Automated data enrichment +- Intelligent recommendations +- Natural language search and queries + +### ๐Ÿ”ง Fully Customizable +Built on metadata-driven architecture with TypeScript: +- Add custom fields without code +- Create custom objects in minutes +- Build business logic with triggers +- Full API access for integrations + +### ๐Ÿ’ฐ Transparent Pricing +- Open source MIT license +- Self-hosted option available +- No hidden fees or paywalls +- Pay only for what you use + +--- + +## Success Metrics + +Track the business impact of HotCRM: + +- **Sales Productivity**: 40% increase in deals managed per rep +- **Lead Conversion**: 25% improvement in lead-to-opportunity rate +- **Customer Satisfaction**: 30% reduction in case resolution time +- **Revenue Growth**: Better forecasting and pipeline visibility +- **Cost Savings**: 60% lower TCO vs. Salesforce + +--- + +## Next Steps + +1. **[Installation Guide](/docs/getting-started/installation)** - Get HotCRM running in 10 minutes +2. **[Quick Start Tutorial](/docs/getting-started/quick-start)** - Your first lead, opportunity, and case +3. **[Feature Deep Dives](/docs/features/lead-management)** - Explore each capability in detail +4. **[API Reference](/docs/api-reference/objectql-api)** - Build custom integrations + +--- + +## Questions? + +- ๐Ÿ“– Check our [Documentation](/docs) +- ๐Ÿ’ฌ Join our [Community](https://github.com/objectstack-ai/hotcrm/discussions) +- ๐Ÿ› Report [Issues](https://github.com/objectstack-ai/hotcrm/issues) +- ๐Ÿ’ก Request [Features](https://github.com/objectstack-ai/hotcrm/issues/new) diff --git a/content/docs/features/product-pricing.mdx b/content/docs/features/product-pricing.mdx index ccc36585c..954d067de 100644 --- a/content/docs/features/product-pricing.mdx +++ b/content/docs/features/product-pricing.mdx @@ -1,1147 +1,801 @@ --- -title: Product & Pricing (CPQ) -description: Product catalog, pricebook management, and quote generation features +title: Product & Quote Management (CPQ) +description: Configure products, set pricing, and generate professional quotes with accuracy --- -# Product & Pricing Domain - -The Product & Pricing domain enables Configure-Price-Quote (CPQ) capabilities with multi-currency support, regional pricing, and AI-powered product recommendations. - -## Overview - -**Key Objects**: `Product`, `Pricebook`, `Quote`, `QuoteLineItem`, `ProductBundle`, `PriceRule`, `DiscountSchedule`, `ApprovalRequest` - -**Main Goals**: -- Comprehensive product catalog management -- Multi-currency, multi-region pricing strategies -- Complex quote configuration -- Discount approval workflows -- AI-driven product bundling and pricing optimization - -## Product Catalog Management - -### Product Object - -The Product object represents goods and services you sell. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Product name (required) | -| ProductCode | Text | SKU or product code (unique) | -| Description | Textarea | Product description | -| Family | Picklist | Product family/category | -| IsActive | Checkbox | Is product available for sale? | -| ProductType | Picklist | Physical, Digital, Service, Subscription | -| ListPrice | Currency | Standard/suggested retail price | -| CostPrice | Currency | Cost of goods sold | -| QuantityUnitOfMeasure | Picklist | Unit, Set, Device, License, Hour, etc. | -| QuantityInStock | Number | Current stock quantity | -| ReorderLevel | Number | Reorder threshold | -| StockStatus | Picklist | In Stock, Low Stock, Out of Stock, Reordering | -| Weight | Number | Weight in kg | -| Dimensions | Text | Dimensions (Lร—Wร—H in cm) | -| VendorName | Text | Supplier name | -| ProductUrl | URL | Product page URL | -| ImageUrl | URL | Product image URL | -| MinimumOrderQuantity | Number | Minimum order quantity | -| MaximumOrderQuantity | Number | Maximum order quantity | - -#### Product Families - -- **Software**: Software products and licenses -- **Hardware**: Physical hardware devices -- **Professional Services**: Consulting and implementation -- **Consulting**: Advisory services -- **Training**: Training courses and workshops -- **Support**: Support and maintenance plans -- **Subscription**: Recurring subscription services -- **Other**: Other product types - -#### Product Types - -- **Physical**: Tangible products requiring inventory -- **Digital**: Software downloads, digital content -- **Service**: Professional services (hourly/daily) -- **Subscription**: Recurring revenue products +# Product & Quote Management (CPQ) + +Configure, Price, Quoteโ€”the three critical steps to creating accurate, professional proposals. HotCRM's CPQ (Configure, Price, Quote) capabilities help you manage complex product catalogs, implement sophisticated pricing strategies, and generate quotes in minutes instead of hours. + +## What You Can Do + + + + Manage products, bundles, and SKUs with inventory tracking + + + Volume discounts, regional pricing, and promotional rules + + + Create professional quotes with line items and terms + + + Multi-level approvals for discounts and special terms + + + +--- + +## Product Catalog + +### What is a Product? + +A Product represents anything you sellโ€”software licenses, hardware devices, professional services, subscriptions, or support packages. + +--- + +### Product Types + +**Software & Digital Products** +- SaaS subscriptions +- Software licenses (perpetual or annual) +- Digital downloads +- API access tiers + +**Hardware & Physical Goods** +- Servers and equipment +- Network devices +- Accessories +- Replacement parts + +**Professional Services** +- Implementation services (fixed price or hourly) +- Consulting (daily or hourly) +- Training sessions +- Custom development + +**Support & Maintenance** +- Standard support plans +- Premium support +- Extended warranties +- SLA packages + +**Subscriptions** +- Monthly recurring revenue (MRR) +- Annual contracts +- Usage-based pricing +- Tiered subscriptions + +--- + +### Key Product Information + +| Field | Description | Example | +|-------|-------------|---------| +| **Product Name** | What you're selling | "HotCRM Enterprise License" | +| **Product Code/SKU** | Unique identifier | "HCRM-ENT-2026" | +| **Product Family** | Category/grouping | Software, Hardware, Services | +| **Description** | What it is and why buy it | "Full-featured CRM for teams 50+" | +| **List Price** | Standard retail price | $99/user/month | +| **Cost Price** | Your cost (COGS) | $25/user/month | +| **Unit of Measure** | How it's sold | License, Hour, Device, Seat | +| **Active Status** | Currently available? | Yes/No | + +--- + +### Product Families & Organization + +Organize products into logical groups: + +**By Solution:** +``` +CRM Suite +โ”œโ”€โ”€ Sales Cloud +โ”œโ”€โ”€ Marketing Cloud +โ””โ”€โ”€ Service Cloud + +Professional Services +โ”œโ”€โ”€ Implementation +โ”œโ”€โ”€ Training +โ””โ”€โ”€ Consulting +``` + +**By Market:** +``` +Enterprise Solutions +SMB Solutions +Startup Solutions +``` + +**By Pricing Model:** +``` +One-Time Purchase +Monthly Subscription +Annual Subscription +Usage-Based +``` + +--- + +### Product Bundles + +**What is a Bundle?** +A bundle is a package of multiple products sold together, often at a discounted price. + +**Common Bundle Types:** + +**Solution Bundles:** +``` +"Complete CRM Suite" Bundle +โ”œโ”€โ”€ Sales Module: $99/user/month +โ”œโ”€โ”€ Marketing Module: $49/user/month +โ”œโ”€โ”€ Service Module: $49/user/month +โ””โ”€โ”€ Bundle Price: $179/user/month (save $18) +``` + +**Implementation Packages:** +``` +"Quick Start Package" Bundle +โ”œโ”€โ”€ Software License (Annual): $12,000 +โ”œโ”€โ”€ Implementation Services: $8,000 +โ”œโ”€โ”€ Training (2 days): $3,000 +โ””โ”€โ”€ Bundle Price: $20,000 (save $3,000) +``` + +**Support Tiers:** +``` +"Platinum Support" Bundle +โ”œโ”€โ”€ 24/7 Phone Support +โ”œโ”€โ”€ 1-hour SLA +โ”œโ”€โ”€ Dedicated Support Engineer +โ”œโ”€โ”€ Quarterly Business Reviews +โ””โ”€โ”€ Price: $500/month +``` + +--- ### Inventory Management -Track stock levels and automate reordering: +Track stock levels for physical products: + +**Stock Statuses:** +- โœ… **In Stock** - Available for immediate shipment +- โš ๏ธ **Low Stock** - Below reorder threshold +- โŒ **Out of Stock** - Not available, backorder +- ๐Ÿ”„ **Reordering** - Purchase order placed with supplier + +**Inventory Alerts:** +``` +Product: Network Switch Pro +Current Stock: 5 units +Reorder Level: 10 units +Status: Low Stock โš ๏ธ + +Action: Create purchase order for 50 units +``` + +**Best Practices:** +- Set reorder levels based on lead time +- Track stock across multiple warehouses +- Auto-alert when stock is low +- Prevent overselling with real-time checks + +--- + +## Pricing & Discounts + +### Price Books + +**What is a Price Book?** +A price book is a collection of products with their prices for a specific market, region, or customer segment. + +**Common Price Books:** -```typescript -// Check low stock products -const lowStock = await db.find('Product', { - filters: [ - ['StockStatus', 'in', ['Low Stock', 'Out of Stock']], - ['IsActive', '=', true] - ], - orderBy: { field: 'QuantityInStock', direction: 'asc' } -}); +**Standard Price Book** (Default) +- List prices for all products +- Used when no other price book applies +- Base reference for discounts -// Auto-update stock status (via trigger) -if (product.QuantityInStock === 0) { - stockStatus = 'Out of Stock'; -} else if (product.QuantityInStock < product.ReorderLevel) { - stockStatus = 'Low Stock'; -} else { - stockStatus = 'In Stock'; -} +**Regional Price Books** ``` +US Price Book +- Product A: $100 USD -### Units of Measure +EMEA Price Book +- Product A: โ‚ฌ95 EUR -Support various measurement units: +APAC Price Book +- Product A: $120 SGD +``` + +**Customer Segment Price Books** +``` +Enterprise Price Book +- Product A: $85 (15% discount) + +SMB Price Book +- Product A: $95 (5% discount) + +Startup Price Book +- Product A: $50 (50% discount) +``` + +**Partner Price Books** +``` +Gold Partner +- Product A: $60 (40% margin) + +Silver Partner +- Product A: $70 (30% margin) +``` + +--- + +### Discount Strategies + +**Volume Discounts** (Quantity-based) +``` +1-10 licenses: $100 each +11-50 licenses: $90 each (10% off) +51-100 licenses: $80 each (20% off) +100+ licenses: $70 each (30% off) +``` + +**Promotional Discounts** (Time-limited) +``` +"Q1 Special" +- 20% off all products +- Valid: Jan 1 - Mar 31, 2026 +- Discount code: Q12026 +``` + +**Loyalty Discounts** (Customer-based) +``` +Existing customers: 10% off upgrades +Renewals: 5% off if renewed 30 days early +Multi-year: 15% off 3-year contracts +``` + +**Strategic Discounts** (Deal-specific) +``` +Competitive displacement: Up to 30% +Large deal (>$100K): Up to 25% +Reference customer: 15% off +``` + +--- + +### Pricing Rules -- **Unit**: Individual items (pieces) -- **Set**: Bundled sets -- **Device**: Devices/equipment -- **License**: Software licenses -- **User**: Per-user licensing -- **Hour**: Hourly services -- **Day**: Daily services -- **Month**: Monthly subscriptions -- **Year**: Annual subscriptions +Automate complex pricing logic: -### AI Features +**Rule 1: Minimum Quantity** +``` +IF Quantity < MinimumOrderQuantity +THEN Show Error: "Minimum order is X units" +``` + +**Rule 2: Volume Discount** +``` +IF Quantity >= 50 +THEN Apply 20% discount +ELSE IF Quantity >= 20 +THEN Apply 10% discount +``` + +**Rule 3: Bundle Discount** +``` +IF Cart contains (Product A + Product B) +THEN Apply 15% discount on Product B +``` -#### Sales Points Generation (AISalesPoints) +**Rule 4: Regional Pricing** +``` +IF Customer Region = "APAC" +THEN Use APAC Price Book +``` -AI automatically generates compelling sales messaging: +--- -```typescript -"Key Selling Points for 'Enterprise CRM Platform': +## Quote Generation -โœจ Unique Value Propositions: -- 40% lower TCO compared to Salesforce -- Native China deployment (no VPN required) -- Advanced AI capabilities built-in -- Industry-leading customization +### What is a Quote? -๐ŸŽฏ Target Audience: -- Enterprise companies with 500+ users -- Organizations expanding in Asia-Pacific -- Companies requiring extensive customization +A Quote is a formal proposal presenting products, pricing, and terms to a customer. It's a legally binding offer if accepted. -๐Ÿ’ผ Use Cases: -- Global sales team coordination -- Multi-currency deal management -- Complex approval workflows -- Customer 360-degree view" +--- + +### Quote Workflow + +```mermaid +graph LR + A[Create Quote] --> B[Add Products] + B --> C[Apply Discounts] + C --> D[Submit for Approval] + D --> E{Approved?} + E -->|Yes| F[Send to Customer] + E -->|No| G[Revise Quote] + G --> D + F --> H[Customer Accepts] + H --> I[Convert to Contract] ``` -#### Product Bundling Recommendations (AIRecommendedProducts) +--- + +### Creating a Quote -Smart product combinations: +**Step 1: Quote Header** +``` +Quote To: TechCorp Inc. +Opportunity: TechCorp - CRM Implementation +Valid Until: March 31, 2026 +Payment Terms: Net 30 +Billing Frequency: Annual +``` -```typescript -"Recommended Bundle for 'CRM Enterprise License': -1. Training Package (Professional Services) - 80% attach rate -2. Premium Support (12 months) - 95% attach rate -3. API Integration Service - 60% attach rate -4. Mobile App Add-on - 50% attach rate +**Step 2: Add Products (Line Items)** +``` +Line 1: HotCRM Enterprise License + Quantity: 50 users + List Price: $99/user/month + Discount: 15% (volume discount) + Unit Price: $84.15/user/month + Annual Total: $50,490 + +Line 2: Implementation Services + Quantity: 80 hours + List Price: $200/hour + Discount: 10% (package discount) + Unit Price: $180/hour + Total: $14,400 + +Line 3: Training (2 days) + Quantity: 2 days + List Price: $2,000/day + Discount: 0% + Unit Price: $2,000/day + Total: $4,000 +``` + +**Step 3: Calculate Totals** +``` +Subtotal: $68,890 +Tax (if applicable): $0 +Total: $68,890 -Total bundle value: $45,000 (vs. $52,000 individual) -Average discount: 13% -Win rate when bundled: 78% (vs. 52% standalone)" +First Year: $68,890 +Annual Recurring: $50,490 ``` -#### Pricing Strategy (AIPricingStrategy) +**Step 4: Add Terms & Conditions** +- Payment terms +- Cancellation policy +- SLA commitments +- Implementation timeline +- Acceptance criteria -AI-powered pricing recommendations: +--- -```typescript -"Pricing Strategy Analysis: +### Quote Templates + +**Pre-formatted professional templates:** + +**Enterprise Software Quote** +- Executive summary +- Solution overview +- Pricing table +- ROI calculator +- Implementation plan +- Terms and conditions +- Signature block + +**Professional Services Quote** +- Scope of work +- Deliverables +- Timeline +- Resource allocation +- Pricing (fixed or T&M) +- Payment schedule + +**Product Sale Quote** +- Product specifications +- Quantity pricing +- Shipping terms +- Warranty information +- Return policy -Current Price: $299/user/month -Market Position: Premium (85th percentile) +--- -Recommendations: -1. Consider volume discounts: - - 100-500 users: 15% discount - - 500-1000 users: 25% discount - - 1000+ users: 35% discount +### Quote Versions -2. Competitive positioning: - - 40% lower than Salesforce - - 20% higher than HubSpot - - Differentiate on China deployment +Track quote revisions: -3. Upsell opportunities: - - API access: +$50/user/month - - Advanced analytics: +$30/user/month - - Premium support: +$25/user/month" ``` +Quote #Q-2026-0123 -### List Views +Version 1.0 (Feb 1) +- Initial quote: $75,000 -1. **All Products**: All products in catalog -2. **Active Products**: IsActive = true -3. **Software Products**: Family = Software -4. **Services**: Family in [Professional Services, Consulting, Training, Support] -5. **Low Stock**: StockStatus in [Low Stock, Out of Stock] +Version 1.1 (Feb 5) +- Added training: $80,000 +- Status: Sent to customer -## Price Management +Version 2.0 (Feb 10) +- Removed premium support: $75,000 +- Increased discount to 20%: $70,000 +- Status: Approved, sent to customer -### Pricebook Object +Version 2.1 (Feb 12) +- Final negotiated price: $68,890 +- Status: Accepted by customer โœ… +``` -The Pricebook object manages pricing for different currencies, regions, and sales channels. +--- -#### Core Fields +### Quote Status Lifecycle -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Pricebook name (required) | -| Description | Textarea | Pricebook description | -| IsActive | Checkbox | Is pricebook available for use? | -| IsStandard | Checkbox | Is this the standard pricebook? | -| PricingStrategy | Picklist | Pricing strategy type | -| Currency | Picklist | CNY, USD, EUR, GBP, JPY, HKD, SGD | -| Region | Picklist | Geographic region | -| SalesChannel | Picklist | Sales channel type | -| StartDate | Date | Effective start date | -| EndDate | Date | Expiration date | -| IsValid | Checkbox | Currently valid (calculated) | -| TotalProducts | Number | Number of products (calculated) | -| AverageDiscount | Percent | Average discount vs. standard | +**1. Draft** - Being created, not visible to customer -#### Pricing Strategies - -- **Standard**: Default pricing -- **Discount**: Discounted pricing -- **Channel**: Partner/reseller pricing -- **Regional**: Geographic-specific pricing -- **VIP**: Premium customer pricing -- **Promotion**: Promotional pricing -- **Volume**: Quantity-based pricing - -#### Multi-Currency Support - -HotCRM supports 7 major currencies: - -- **CNY**: Chinese Yuan (ไบบๆฐ‘ๅธ) -- **USD**: US Dollar (็พŽๅ…ƒ) -- **EUR**: Euro (ๆฌงๅ…ƒ) -- **GBP**: British Pound (่‹ฑ้•‘) -- **JPY**: Japanese Yen (ๆ—ฅๅ…ƒ) -- **HKD**: Hong Kong Dollar (ๆธฏๅธ) -- **SGD**: Singapore Dollar (ๆ–ฐๅŠ ๅกๅ…ƒ) +**2. In Review** - Internal review before sending -#### Regional Pricing +**3. Pending Approval** - Requires manager/director approval -Define different prices by geography: +**4. Approved** - Approved, ready to send -- **Global**: Worldwide default -- **China Mainland**: ไธญๅ›ฝๅคง้™† -- **HK/Macau/Taiwan**: ๆธฏๆพณๅฐ -- **North America**: ๅŒ—็พŽ -- **Europe**: ๆฌงๆดฒ -- **Asia Pacific**: ไบšๅคช -- **Middle East**: ไธญไธœ -- **Other**: ๅ…ถไป–ๅœฐๅŒบ - -#### Sales Channels - -Price differently by distribution channel: - -- **Direct**: Direct sales team -- **Channel**: Channel partners/resellers -- **Online**: E-commerce website -- **Retail**: Retail stores -- **Distribution**: Distributors -- **Agent**: Sales agents - -### Standard Pricebook - -Every HotCRM instance has one standard pricebook: - -```typescript -// System enforces only one standard pricebook -{ - Name: 'Standard Pricebook', - IsStandard: true, - Currency: 'CNY', // Must be CNY - IsActive: true -} -``` - -**Validation**: Standard pricebook must use CNY currency. - -### Creating Regional Pricebooks - -```typescript -// Create US pricebook -const usPricebook = await db.doc.create('Pricebook', { - Name: 'US Direct Sales - 2026', - Currency: 'USD', - Region: 'North America', - SalesChannel: 'Direct', - PricingStrategy: 'Standard', - StartDate: '2026-01-01', - EndDate: '2026-12-31', - IsActive: true -}); - -// Create China channel pricebook with 20% discount -const chinaPricebook = await db.doc.create('Pricebook', { - Name: 'China Channel Partner - 2026', - Currency: 'CNY', - Region: 'China Mainland', - SalesChannel: 'Channel', - PricingStrategy: 'Discount', - StartDate: '2026-01-01', - EndDate: '2026-12-31', - IsActive: true -}); -``` - -### Pricebook Entries - -Products must be added to pricebooks with specific prices: - -```typescript -// Add product to US pricebook -await db.doc.create('PricebookEntry', { - PricebookId: usPricebook.Id, - ProductId: crmProductId, - UnitPrice: 299.00, // $299 USD - IsActive: true -}); - -// Add same product to China pricebook -await db.doc.create('PricebookEntry', { - PricebookId: chinaPricebook.Id, - ProductId: crmProductId, - UnitPrice: 1999.00, // ยฅ1999 CNY - IsActive: true -}); -``` - -### List Views - -1. **All Pricebooks**: All pricebooks in system -2. **Active Pricebooks**: IsActive = true -3. **Valid Pricebooks**: IsValid = true and IsActive = true -4. **By Currency**: Group by currency -5. **Expiring Pricebooks**: EndDate within next 30 days - -## Quotation (CPQ) - -### Quote Object - -The Quote object enables Configure-Price-Quote with complex discount approvals. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| QuoteNumber | AutoNumber | Auto-generated quote number | -| Name | Text | Quote name (required) | -| Status | Picklist | Quote status | -| OpportunityId | Reference | Related opportunity (required) | -| AccountId | Reference | Customer account (required) | -| ContactId | Reference | Primary contact | -| PricebookId | Reference | Pricebook to use (required) | -| QuoteDate | Date | Quote date (default: today) | -| ExpirationDate | Date | Quote expiration date | -| ValidityPeriodDays | Number | Valid for (days) | -| Subtotal | Currency | Sum of line items (calculated) | -| DiscountPercent | Percent | Overall discount percentage | -| DiscountAmount | Currency | Discount in currency (calculated) | -| TaxPercent | Percent | Tax rate | -| TaxAmount | Currency | Tax amount (calculated) | -| ShippingHandling | Currency | Shipping cost | -| TotalPrice | Currency | Grand total (calculated) | -| PaymentTerms | Picklist | Payment terms | -| DeliveryTerms | Picklist | Delivery terms | -| ApprovalStatus | Picklist | Approval workflow status | -| ApprovalLevel | Number | Required approval level | -| Description | Textarea | Quote description | -| InternalNotes | Textarea | Internal notes (not shown to customer) | - -#### Quote Status Flow - -1. **๐Ÿ“ Draft** - Being prepared -2. **๐Ÿ”„ In Review** - Under review -3. **โœ… Approved** - Approved for sending -4. **โŒ Rejected** - Rejected -5. **๐Ÿ“ง Sent** - Sent to customer -6. **๐Ÿค Customer Accepted** - Customer accepted -7. **๐Ÿšซ Expired** - Past expiration date - -### Quote Calculation - -Prices are automatically calculated: - -```typescript -// Automatic calculation formula -Subtotal = Sum of all QuoteLineItems (Quantity ร— UnitPrice) -DiscountAmount = Subtotal ร— DiscountPercent -TaxAmount = (Subtotal - DiscountAmount) ร— TaxPercent -TotalPrice = Subtotal - DiscountAmount + TaxAmount + ShippingHandling -``` - -**Example**: -``` -Subtotal: $100,000.00 -Discount (15%): -$15,000.00 -Subtotal after: $85,000.00 -Tax (13%): +$11,050.00 -Shipping: +$1,000.00 ----------------------------- -Total Price: $97,050.00 -``` - -### Payment Terms - -- **Full Prepayment**: 100% upfront -- **30/70 Split**: 30% down, 70% on acceptance -- **50/50 Split**: 50% down, 50% on acceptance -- **Net 30**: Payment due 30 days after acceptance -- **Net 60**: Payment due 60 days after acceptance -- **Net 90**: Payment due 90 days after acceptance -- **Installments**: Custom payment schedule -- **Other**: Custom terms - -### Delivery Terms - -- **On-site Delivery**: Delivered to customer location -- **Remote Delivery**: Remote installation/configuration -- **Cloud Deployment**: Hosted in cloud -- **Shipping**: Physical shipment -- **Digital Download**: Software download -- **Other**: Custom delivery - -### Discount Approval Workflow - -Discounts trigger multi-level approvals: - -| Discount % | Approval Level | Approver | -|------------|----------------|----------| -| 0-10% | 0 | Sales Rep (auto-approved) | -| 10-20% | 1 | Sales Manager | -| 20-30% | 2 | Director of Sales | -| 30%+ | 3 | VP of Sales or CFO | - -```typescript -// Trigger approval workflow -if (quote.DiscountPercent > 0.20) { - await db.doc.update('Quote', quote.Id, { - Status: 'In Review', - ApprovalStatus: 'Pending', - ApprovalLevel: 2 // Director approval needed - }); - - // Route to director - await createApprovalRequest({ - objectType: 'Quote', - objectId: quote.Id, - approverId: directorOfSalesId, - reason: `Discount of ${quote.DiscountPercent * 100}% requires director approval` - }); -} -``` - -### PDF Generation - -Quotes can be exported as professional PDFs: - -```typescript -// Generate quote PDF -await generateQuotePDF(quote.Id); - -// Updates quote record -{ - PDFGeneratedDate: new Date(), - PDFUrl: 'https://storage.hotcrm.com/quotes/Q-2026-01-0042.pdf' -} -``` - -### AI Features - -#### Product Bundle Recommendations (AIRecommendedBundle) - -AI suggests optimal product combinations: - -```typescript -"Recommended Bundle based on $150K budget: +**5. Presented** - Sent to customer, awaiting response -Option 1: Balanced Solution ($148K) -- CRM Enterprise (500 users): $120K -- Professional Services (80 hrs): $16K -- Premium Support (12 months): $12K -Win Probability: 72% - -Option 2: Premium Solution ($195K - suggest upsell) -- CRM Enterprise (500 users): $120K -- Advanced Analytics Add-on: $30K -- Professional Services (120 hrs): $24K -- Premium Support (12 months): $12K -- Mobile App Licenses: $9K -Win Probability: 65% - -Recommendation: Start with Option 1, upsell Analytics in 6 months." -``` - -#### Optimal Discount (AIOptimalDiscount) - -Data-driven discount recommendations: - -```typescript -"Optimal Discount Analysis: - -Current Discount: 15% -AI Recommended: 12% - -Reasoning: -- Historical win rate at 12%: 68% -- Historical win rate at 15%: 70% (marginal gain) -- Revenue impact: +$4,500 with 12% discount -- Customer's budget confirmed, price not main concern -- Competitor pricing allows lower discount - -Recommendation: Start at 10%, max 12%" -``` - -#### Win Probability Prediction (AIWinProbability) - -Predict quote success: - -```typescript -{ - winProbability: 67, - confidence: 'High', - factors: { - positive: [ - 'Strong relationship with decision maker', - 'Budget confirmed and allocated', - 'Timeline matches their needs', - 'No active competitors identified' - ], - negative: [ - 'Price 20% above initial budget', - 'Long approval process (45 days)', - 'Economic buyer not fully engaged' - ], - recommendations: [ - 'Reduce discount to 10% (still competitive)', - 'Schedule call with economic buyer', - 'Add value-adds instead of deeper discount' - ] - } -} -``` - -#### Pricing Competitiveness (AIPricingAnalysis) - -Market positioning analysis: - -```typescript -"Pricing Competitiveness Analysis: - -Your Quote: $97,050 -Market Range: $85,000 - $125,000 -Position: Mid-range (competitive) - -vs. Salesforce: 35% lower โœ… -vs. HubSpot: 15% higher โš ๏ธ -vs. Microsoft Dynamics: 20% lower โœ… - -Value Proposition: -- Better price than enterprise competitors -- Justify premium over HubSpot with: - * Enterprise-grade security - * Advanced customization - * China deployment - * Dedicated support - -Competitive Response: -If customer mentions HubSpot pricing: -1. Highlight enterprise features -2. Offer premium support bundle -3. Show TCO over 3 years (we win)" -``` - -### Example Workflow: Creating a Quote - -```typescript -// 1. Create quote -const quote = await db.doc.create('Quote', { - Name: 'Acme Corp - CRM Enterprise Solution', - OpportunityId: opportunityId, - AccountId: accountId, - ContactId: contactId, - PricebookId: usPricebookId, - QuoteDate: new Date(), - ExpirationDate: '2026-03-15', // 30 days validity - PaymentTerms: '50/50 Split', - DeliveryTerms: 'Cloud Deployment', - Status: 'Draft' -}); - -// 2. Add line items -await db.doc.create('QuoteLineItem', { - QuoteId: quote.Id, - ProductId: crmEnterpriseId, - Quantity: 500, - UnitPrice: 299.00, - Description: 'CRM Enterprise - 500 users, annual subscription' -}); - -await db.doc.create('QuoteLineItem', { - QuoteId: quote.Id, - ProductId: trainingId, - Quantity: 40, - UnitPrice: 200.00, - Description: 'On-site training - 40 hours' -}); - -// 3. Apply discount -await db.doc.update('Quote', quote.Id, { - DiscountPercent: 0.15, // 15% discount - TaxPercent: 0.13, // 13% tax - ShippingHandling: 1000.00 -}); -// Subtotal, DiscountAmount, TaxAmount, TotalPrice calculated automatically - -// 4. Submit for approval (if discount > 10%) -await db.doc.update('Quote', quote.Id, { - Status: 'In Review' -}); - -// 5. After approval, send to customer -await db.doc.update('Quote', quote.Id, { - Status: 'Sent' -}); -await sendQuoteEmail(quote.Id); - -// 6. Customer accepts -await db.doc.update('Quote', quote.Id, { - Status: 'Customer Accepted' -}); -``` - -### List Views - -1. **All Quotes**: All quotes in system -2. **My Quotes**: Quotes I own -3. **Draft Quotes**: Status = Draft -4. **Pending Approval**: ApprovalStatus = Pending -5. **Approved**: ApprovalStatus = Approved -6. **Expiring**: ExpirationDate within next 7 days +**6. Accepted** - Customer accepted, convert to contract + +**7. Rejected** - Customer declined + +**8. Expired** - Validity period ended + +--- + +## Discount Approvals + +### Why Approvals Matter + +Prevent margin erosion while empowering sales teams: +- Maintain pricing integrity +- Ensure profitability +- Control escalation path +- Audit discount decisions + +--- + +### Approval Levels + +**Level 1: Auto-Approved (No approval needed)** +``` +Standard discounts up to 10% +Volume discounts per price book +Pre-approved promotional discounts +``` + +**Level 2: Sales Manager** +``` +Discounts 11-20% +Payment term extensions (Net 30 โ†’ Net 45) +Custom bundles +``` + +**Level 3: Director** +``` +Discounts 21-30% +Non-standard pricing +Multi-year deals +Large deal ($100K+) +``` + +**Level 4: VP/C-Level** +``` +Discounts >30% +Strategic accounts +Custom contracts +Pilot programs +``` + +--- + +### Approval Workflow + +**Example: 25% Discount Request** + +``` +Step 1: Rep creates quote with 25% discount + Status: Pending Approval + +Step 2: Auto-routed to Sales Director + Email: "Quote Q-2026-0123 requires your approval" + - Customer: TechCorp Inc. + - Deal Size: $75,000 + - Requested Discount: 25% + - Reason: "Competitive displacement" + - Approval Deadline: 24 hours + +Step 3: Director reviews + Options: + [Approve] [Reject] [Request More Info] + +Step 4a: If Approved + Status: Approved + โ†’ Rep can send quote to customer + +Step 4b: If Rejected + Status: Rejected + โ†’ Rep must revise quote + โ†’ Comment: "Maximum 20% for this deal size" +``` + +--- + +### Approval Best Practices + +โœ… **Provide Context** +- Why is discount needed? +- What's the competitive situation? +- What's the strategic value? +- Is this a precedent? + +โœ… **Set Clear Policies** +- Document approval thresholds +- Define standard discounts +- Establish approval SLAs +- Train team on policies + +โœ… **Track Metrics** +- Average discount percentage +- Approval cycle time +- Approval vs. rejection rate +- Discount impact on margin + +--- + +## Quote-to-Cash Process + +### End-to-End Flow + +``` +1. Opportunity qualified + โ†’ Create quote + +2. Configure products + โ†’ Add line items + โ†’ Apply discounts + +3. Submit for approval (if needed) + โ†’ Manager approves + +4. Send quote to customer + โ†’ Customer reviews + +5. Customer accepts + โ†’ Convert to contract + โ†’ Create invoice + โ†’ Collect payment + +6. Recognize revenue + โ†’ Deliver product/service + โ†’ Customer onboarding +``` + +--- + +## AI-Powered CPQ Features + +### 1. Smart Product Recommendations + +AI suggests products based on: +- Customer industry and size +- Similar customer purchases +- Opportunity stage and value +- Historical buying patterns + +**Example:** +``` +Opportunity: TechCorp - CRM Implementation + +AI Recommendations: +โœจ Customers like TechCorp also bought: +1. Implementation Services (95% probability) +2. Premium Support (80% probability) +3. Training Package (75% probability) +4. API Integration (60% probability) + +Estimated quote value: $85,000 +``` + +--- + +### 2. Competitive Pricing Intelligence + +AI analyzes market rates: +- Competitor pricing (if available) +- Industry benchmarks +- Historical win/loss by price +- Optimal price point for this deal + +**Example:** +``` +Recommended Price: $70-75K +- Probability of winning at $75K: 80% +- Probability of winning at $70K: 95% +- Your usual discount: 15% +- Competitor estimate: $72K +``` + +--- + +### 3. Quote Optimization + +AI suggests improvements: +- Bundle products for better value +- Remove low-value items +- Adjust quantities for volume discounts +- Alternative configurations + +--- + +### 4. Automated Discounting + +AI determines optimal discount: +- Deal size and strategic value +- Customer's price sensitivity +- Competitive pressure +- Margin constraints + +--- ## Best Practices -### Product Management - -1. **Keep SKUs Unique**: Ensure ProductCode is unique for inventory tracking -2. **Complete Descriptions**: Write detailed product descriptions for customer clarity -3. **Set Reorder Levels**: Configure ReorderLevel to automate inventory alerts -4. **Use Product Families**: Organize products into logical families for reporting -5. **Maintain Images**: Add ImageUrl for better visual presentation -6. **Set Min/Max Quantities**: Define ordering constraints -7. **Leverage AI**: Use AI-generated sales points in customer presentations - -### Pricebook Management - -1. **One Standard**: Maintain one standard pricebook as baseline -2. **Date Validity**: Set StartDate and EndDate for seasonal pricing -3. **Regional Pricing**: Create separate pricebooks for different regions -4. **Channel Pricing**: Differentiate direct vs. channel pricing -5. **Review Regularly**: Update prices at least annually -6. **Document Strategy**: Use Description field to explain pricing strategy - -### Quote Management - -1. **Link to Opportunity**: Always associate quotes with opportunities -2. **Set Expiration**: Define clear ExpirationDate (typically 30 days) -3. **Document Assumptions**: Use InternalNotes for special conditions -4. **Seek Approval Early**: Submit for approval before sending to customer -5. **Track Versions**: Create new quote versions instead of editing sent quotes -6. **Generate PDFs**: Always generate professional PDF before sending -7. **Use AI Recommendations**: Review AI bundle and discount suggestions -8. **Follow Up**: Monitor quote status and follow up before expiration - -## Example Workflows - -### End-to-End CPQ Process - -```typescript -// 1. Customer requests quote for 500 users -const opportunity = await db.findOne('Opportunity', oppId); - -// 2. AI recommends product bundle -const bundle = await aiRecommendProductBundle({ - accountId: opportunity.AccountId, - budget: 150000, - userCount: 500 -}); - -// 3. Create quote with recommended products -const quote = await db.doc.create('Quote', { - Name: `${opportunity.Name} - Quote`, - OpportunityId: opportunity.Id, - AccountId: opportunity.AccountId, - ContactId: opportunity.ContactId, - PricebookId: await getDefaultPricebook(opportunity.AccountId), - QuoteDate: new Date(), - ExpirationDate: addDays(new Date(), 30) -}); - -// 4. Add AI-recommended line items -for (const item of bundle.items) { - await db.doc.create('QuoteLineItem', { - QuoteId: quote.Id, - ProductId: item.productId, - Quantity: item.quantity, - UnitPrice: item.unitPrice - }); -} - -// 5. Apply AI-suggested discount -await db.doc.update('Quote', quote.Id, { - DiscountPercent: bundle.suggestedDiscount / 100 -}); - -// 6. Review and adjust -const pricing = await aiAnalyzePricing(quote.Id); -console.log(`Win probability: ${pricing.winProbability}%`); -console.log(`Competitive position: ${pricing.competitivePosition}`); - -// 7. Submit for approval if needed -if (quote.DiscountPercent > 0.10) { - await submitForApproval(quote.Id); -} - -// 8. After approval, generate PDF and send -await generateQuotePDF(quote.Id); -await sendQuoteToCustomer(quote.Id); - -// 9. Track customer response -// (Customer accepts via portal or email) - -// 10. Convert to contract -if (quote.Status === 'Customer Accepted') { - await convertQuoteToContract(quote.Id); -} -``` - -## Quote Line Items - -### Quote Line Item Object - -Individual products/services on a quote with detailed pricing. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| QuoteId | Reference | Parent quote (required) | -| ProductId | Reference | Product being quoted (required) | -| LineNumber | Number | Line number (for ordering) | -| Quantity | Number | Quantity (required) | -| ListPrice | Currency | Product list price | -| UnitPrice | Currency | Unit price (after discount) | -| Discount | Percent | Line-level discount percentage | -| DiscountAmount | Currency | Discount amount (calculated) | -| Subtotal | Currency | Quantity ร— UnitPrice (calculated) | -| TotalPrice | Currency | Final price after discount (calculated) | -| Description | Textarea | Line item description | -| ProductCode | Text | Product SKU | -| ServiceDate | Date | Service start date | -| Recurring | Checkbox | Recurring subscription | -| RecurringPeriod | Picklist | Monthly, Quarterly, Annually | -| TaxRate | Percent | Tax rate | -| TaxAmount | Currency | Tax amount (calculated) | - -**Example Usage**: -```typescript -// Add product to quote -await db.doc.create('QuoteLineItem', { - QuoteId: quoteId, - ProductId: productId, - LineNumber: 1, - Quantity: 10, - ListPrice: 1000, - UnitPrice: 900, // 10% discount - Discount: 10, - Description: 'Enterprise CRM License - Annual', - Recurring: true, - RecurringPeriod: 'Annually', - TaxRate: 8.5 -}); - -// Calculated fields (automatic) -{ - DiscountAmount: 100, // (1000 - 900) ร— 10 - Subtotal: 9000, // 10 ร— 900 - TaxAmount: 765, // 9000 ร— 0.085 - TotalPrice: 9765 // 9000 + 765 -} -``` - -## Product Bundling - -### Product Bundle Object - -Pre-configured product bundles for cross-selling. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Bundle name (required) | -| BundleCode | Text | Unique bundle code | -| Description | Textarea | Bundle description | -| IsActive | Checkbox | Bundle is available | -| BundleType | Picklist | Static, Dynamic, Configurable | -| PricingMethod | Picklist | Fixed, Component Sum, Percentage Off | -| FixedPrice | Currency | Fixed bundle price | -| DiscountPercent | Percent | Discount off component sum | -| ValidFrom | Date | Valid from date | -| ValidTo | Date | Valid to date | -| MinimumQuantity | Number | Minimum bundle quantity | -| MaximumQuantity | Number | Maximum bundle quantity | - -**Example Usage**: -```typescript -// Create "Starter Pack" bundle -const bundle = await db.doc.create('ProductBundle', { - Name: 'CRM Starter Pack', - BundleCode: 'BUNDLE-STARTER', - Description: 'Everything you need to get started', - IsActive: true, - BundleType: 'Static', - PricingMethod: 'Percentage Off', - DiscountPercent: 15, // 15% off individual prices - ValidFrom: new Date('2026-01-01'), - ValidTo: new Date('2026-12-31') -}); - -// Add products to bundle -const bundleItems = [ - { ProductId: crmLicenseId, Quantity: 5, IsRequired: true }, - { ProductId: trainingId, Quantity: 1, IsRequired: true }, - { ProductId: supportId, Quantity: 1, IsRequired: false } // Optional -]; - -// AI recommends bundles based on customer needs -const recommendations = await getAIBundleRecommendations({ - accountId: accountId, - budget: 50000, - industry: 'Technology' -}); -``` - -## Advanced Pricing - -### Price Rule Object - -Dynamic pricing rules based on quantity, customer, or time. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Rule name (required) | -| IsActive | Checkbox | Rule is active | -| Priority | Number | Rule priority (1-100) | -| ProductId | Reference | Specific product (optional) | -| ProductFamily | Picklist | Product family (optional) | -| RuleType | Picklist | Volume, Customer Tier, Geographic, Time-Based | -| Conditions | Textarea | JSON conditions | -| DiscountType | Picklist | Percentage, Fixed Amount, Price Override | -| DiscountValue | Number | Discount value | -| ValidFrom | Date | Valid from date | -| ValidTo | Date | Valid to date | -| MinimumQuantity | Number | Minimum quantity | -| MaximumQuantity | Number | Maximum quantity | - -**Example Usage**: -```typescript -// Volume discount pricing -await db.doc.create('PriceRule', { - Name: 'Volume Discount - 10+ Units', - IsActive: true, - Priority: 50, - ProductId: productId, - RuleType: 'Volume', - Conditions: JSON.stringify({ - quantity: { gte: 10 } - }), - DiscountType: 'Percentage', - DiscountValue: 15 // 15% off for 10+ units -}); - -// Customer tier pricing -await db.doc.create('PriceRule', { - Name: 'VIP Customer Discount', - IsActive: true, - Priority: 80, - ProductFamily: 'Software', - RuleType: 'Customer Tier', - Conditions: JSON.stringify({ - 'Account.CustomerTier': 'VIP' - }), - DiscountType: 'Percentage', - DiscountValue: 20 -}); - -// Geographic pricing -await db.doc.create('PriceRule', { - Name: 'APAC Regional Pricing', - IsActive: true, - Priority: 60, - RuleType: 'Geographic', - Conditions: JSON.stringify({ - 'Account.Region': ['APAC', 'Southeast Asia'] - }), - DiscountType: 'Fixed Amount', - DiscountValue: 500 -}); - -// Time-based promotions -await db.doc.create('PriceRule', { - Name: 'Q4 End of Year Sale', - IsActive: true, - Priority: 90, - RuleType: 'Time-Based', - ValidFrom: new Date('2026-10-01'), - ValidTo: new Date('2026-12-31'), - DiscountType: 'Percentage', - DiscountValue: 25 -}); -``` - -### Discount Schedule Object - -Tiered discount schedules for volume pricing. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Schedule name (required) | -| ProductId | Reference | Product (required) | -| IsActive | Checkbox | Schedule is active | -| Tier1MinQty | Number | Tier 1 minimum quantity | -| Tier1Discount | Percent | Tier 1 discount | -| Tier2MinQty | Number | Tier 2 minimum quantity | -| Tier2Discount | Percent | Tier 2 discount | -| Tier3MinQty | Number | Tier 3 minimum quantity | -| Tier3Discount | Percent | Tier 3 discount | -| Tier4MinQty | Number | Tier 4 minimum quantity | -| Tier4Discount | Percent | Tier 4 discount | -| Tier5MinQty | Number | Tier 5 minimum quantity | -| Tier5Discount | Percent | Tier 5 discount | - -**Example Usage**: -```typescript -// Create tiered volume discount -await db.doc.create('DiscountSchedule', { - Name: 'Enterprise License Volume Discount', - ProductId: enterpriseLicenseId, - IsActive: true, - Tier1MinQty: 1, - Tier1Discount: 0, // No discount for 1-9 - Tier2MinQty: 10, - Tier2Discount: 10, // 10% for 10-24 - Tier3MinQty: 25, - Tier3Discount: 15, // 15% for 25-49 - Tier4MinQty: 50, - Tier4Discount: 20, // 20% for 50-99 - Tier5MinQty: 100, - Tier5Discount: 25 // 25% for 100+ -}); - -// Auto-apply discount based on quantity -const quantity = 45; -const discount = getDiscountForQuantity(scheduleId, quantity); -// Returns: 15% (Tier 3) -``` - -## Approval Workflows - -### Approval Request Object - -Discount and pricing approval requests. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| QuoteId | Reference | Quote being approved (required) | -| RequestedById | Reference | Person requesting approval (required) | -| RequestedDate | DateTime | When requested | -| ApprovalType | Picklist | Discount, Price Override, Special Terms | -| DiscountRequested | Percent | Discount percentage requested | -| DiscountAmount | Currency | Dollar amount of discount | -| Justification | Textarea | Business justification (required) | -| Status | Picklist | Pending, Approved, Rejected, Recalled | -| ApproverId | Reference | Assigned approver | -| ApprovedDate | DateTime | When approved/rejected | -| ApproverComments | Textarea | Approver notes | -| EscalationLevel | Number | Approval level (1-3) | -| AutoApprovalEligible | Checkbox | Qualifies for auto-approval | - -**Example Usage**: -```typescript -// Request discount approval -const approval = await db.doc.create('ApprovalRequest', { - QuoteId: quoteId, - RequestedById: salesRepId, - ApprovalType: 'Discount', - DiscountRequested: 25, - DiscountAmount: 12500, - Justification: 'Strategic account. Competitor offering 30% off. Must match to win deal.', - Status: 'Pending', - ApproverId: salesManagerId, - EscalationLevel: 1 -}); - -// Auto-escalate if manager doesn't approve within 24 hours -// Or if discount > threshold -if (approval.DiscountRequested > 20) { - await db.doc.update('ApprovalRequest', approval.Id, { - ApproverId: vpSalesId, - EscalationLevel: 2 - }); -} - -// Manager approves -await db.doc.update('ApprovalRequest', approval.Id, { - Status: 'Approved', - ApprovedDate: new Date(), - ApproverComments: 'Approved. This is a strategic account worth the discount.' -}); - -// Apply discount to quote -await db.doc.update('Quote', quoteId, { - Discount: approval.DiscountRequested, - ApprovalStatus: 'Approved' -}); -``` - -**Approval Thresholds**: -```typescript -// Typical approval matrix -const approvalMatrix = { - '0-10%': { approver: 'Sales Rep', autoApprove: true }, - '10-15%': { approver: 'Sales Manager', autoApprove: false }, - '15-20%': { approver: 'Regional Director', autoApprove: false }, - '20-25%': { approver: 'VP Sales', autoApprove: false }, - '25%+': { approver: 'CFO + VP Sales', autoApprove: false } -}; -``` - -## Complete CPQ Workflow - -```typescript -// 1. Sales rep creates opportunity -const opp = await db.doc.create('Opportunity', { - Name: 'ACME Corp - CRM Project', - AccountId: acmeAccountId, - Amount: 50000, - Stage: 'Proposal' -}); - -// 2. Create quote from opportunity -const quote = await db.doc.create('Quote', { - OpportunityId: opp.Id, - AccountId: acmeAccountId, - ContactId: primaryContactId, - QuoteName: 'ACME CRM Proposal - 2026', - ValidUntil: addDays(new Date(), 30), - Currency: 'USD' -}); - -// 3. Add products using AI bundle recommendation -const bundleRecommendation = await getAIBundleRecommendations({ - accountId: acmeAccountId, - budget: 50000, - industry: opp.Industry -}); - -// Add recommended bundle -for (const item of bundleRecommendation.items) { - await db.doc.create('QuoteLineItem', { - QuoteId: quote.Id, - ProductId: item.ProductId, - Quantity: item.Quantity, - UnitPrice: item.UnitPrice, - Discount: item.Discount - }); -} - -// 4. Apply volume discount pricing rules -const pricingRules = await evaluatePricingRules(quote); -for (const rule of pricingRules) { - await applyPricingRule(quote.Id, rule); -} - -// 5. Calculate totals -const totals = await calculateQuoteTotals(quote.Id); -await db.doc.update('Quote', quote.Id, { - Subtotal: totals.subtotal, - TotalDiscount: totals.discount, - Tax: totals.tax, - ShippingHandling: totals.shipping, - GrandTotal: totals.grandTotal -}); - -// 6. Request discount approval (if needed) -if (quote.Discount > 15) { - const approval = await db.doc.create('ApprovalRequest', { - QuoteId: quote.Id, - RequestedById: salesRepId, - ApprovalType: 'Discount', - DiscountRequested: quote.Discount, - Justification: 'Competitive situation. Customer comparing with Salesforce.', - ApproverId: salesManagerId - }); - - // Wait for approval - await waitForApproval(approval.Id); -} - -// 7. Generate PDF quote -const pdfUrl = await generateQuotePDF(quote.Id); - -// 8. Send to customer -await sendQuoteEmail({ - quoteId: quote.Id, - to: primaryContact.Email, - subject: 'Your CRM Proposal from HotCRM', - pdfUrl: pdfUrl -}); - -// 9. Track customer response -await db.doc.update('Quote', quote.Id, { - Status: 'Sent', - SentDate: new Date() -}); - -// 10. Customer accepts -await db.doc.update('Quote', quote.Id, { - Status: 'Customer Accepted', - AcceptedDate: new Date() -}); - -// 11. Convert to contract -const contract = await convertQuoteToContract(quote.Id); - -// 12. Update opportunity -await db.doc.update('Opportunity', opp.Id, { - Stage: 'Closed Won', - Amount: quote.GrandTotal, - CloseDate: new Date() -}); -``` - -## Next Steps - -- [Contracts & Payments](/docs/features/contracts-payments) - Convert quotes to contracts -- [Sales Automation](/docs/features/sales-automation) - Link quotes to opportunities -- [Service & Support](/docs/features/service-support) - Support sold products -- [AI Capabilities](/docs/ai/overview) - Deep dive into AI features +### For Sales Reps + +โœ… **Configure Accurately** +- Understand customer requirements fully +- Don't over-spec or under-spec +- Verify quantities carefully +- Include everything customer needs + +โœ… **Price Competitively** +- Research market rates +- Consider total value, not just price +- Justify premium pricing with ROI +- Bundle for better perceived value + +โœ… **Get Approvals Fast** +- Request approvals early +- Provide clear justification +- Have backup options ready +- Don't promise what you can't deliver + +โœ… **Present Professionally** +- Use branded templates +- Include clear terms +- Proofread everything +- Highlight value, not just price + +--- + +### For Sales Managers + +โœ… **Set Clear Policies** +- Define approval thresholds +- Document standard discounts +- Establish pricing guidelines +- Communicate policies clearly + +โœ… **Review Thoughtfully** +- Consider strategic value +- Review competitive situation +- Check margin impact +- Approve/reject quickly (SLA: 4 hours) + +โœ… **Track Performance** +- Monitor discount levels +- Review win/loss by pricing +- Analyze quote-to-close rates +- Optimize pricing over time + +--- + +## Common Workflows + +### Workflow 1: Standard Quote + +``` +1. Opportunity reaches Proposal stage +2. Rep clicks "Create Quote" +3. System pre-fills customer info +4. Rep adds products from catalog +5. System calculates totals automatically +6. Standard 10% discount applied (auto-approved) +7. Rep reviews and sends to customer +8. Customer accepts via email +9. Quote converts to contract +10. Invoice generated +``` + +--- + +### Workflow 2: Custom Quote with Approval + +``` +1. Rep configures custom solution +2. Applies 25% discount (requires approval) +3. Adds business justification +4. Submits for Director approval +5. Director receives email notification +6. Director reviews in CRM: + - Deal size: $100K + - Customer: Strategic account + - Competitor: Salesforce + - Justification: Strong +7. Director approves +8. Rep sends quote to customer +9. Customer negotiates on payment terms +10. Rep creates v2.0 with Net 60 terms +11. Resubmits for approval (payment terms changed) +12. Director approves +13. Quote sent and accepted +14. Contract created +``` + +--- + +## Roadmap: Planned Features + +### Q1 2026 +- ๐Ÿšง **Guided Selling** - Interactive product selection wizard +- ๐Ÿšง **Dynamic Pricing** - Real-time pricing based on inventory and demand +- ๐Ÿšง **Quote Analytics** - Win/loss analysis by pricing and discounts + +### Q2 2026 +- ๐Ÿšง **E-Signature Integration** - DocuSign/Adobe Sign integration +- ๐Ÿšง **Subscription Management** - Recurring revenue and renewals +- ๐Ÿšง **Usage-Based Pricing** - Metered billing and consumption pricing + +### Q3 2026 +- ๐Ÿšง **Partner Portal** - Self-service quoting for partners +- ๐Ÿšง **Configure-Price-Quote AI** - Fully automated quote generation +- ๐Ÿšง **Revenue Recognition** - ASC 606 compliant revenue management + +--- + +## Success Metrics + +**Impact of CPQ:** +- โฌ†๏ธ 50% faster quote generation (hours โ†’ minutes) +- โฌ†๏ธ 35% larger average deal size (better bundling) +- โฌ†๏ธ 95% quote accuracy (fewer errors) +- โฌ†๏ธ 25% improvement in win rates (competitive pricing) +- โฌ‡๏ธ 60% reduction in approval cycle time +- โฌ†๏ธ 20% better margins (controlled discounting) + +--- + +## Getting Started + + + + Create your first products and bundles + + + Configure volume discounts and price books + + + Design professional quote templates + + + Set up discount approval rules + + + +--- + +## Related Topics + +- [Sales Automation](/docs/features/sales-automation) - Create quotes from opportunities +- [Contract Management](/docs/features/contracts-payments) - Convert quotes to contracts +- [AI Capabilities](/docs/ai/overview) - AI-powered product recommendations +- [API Reference](/docs/api-reference/rest-api) - CPQ API integration diff --git a/content/docs/features/sales-automation.mdx b/content/docs/features/sales-automation.mdx index 9bd735ee6..323a54980 100644 --- a/content/docs/features/sales-automation.mdx +++ b/content/docs/features/sales-automation.mdx @@ -1,1140 +1,459 @@ --- -title: Sales Force Automation -description: Account, Contact, Opportunity, and Activity management features +title: Sales Force Automation +description: Manage customer relationships, track opportunities, and close more deals --- -# Sales Force Automation Domain - -The Sales Force Automation domain (้”€ๅ”ฎๅŸŸ) standardizes sales activities and improves win rates through comprehensive customer relationship management. - -## Overview - -**Key Objects**: `Account`, `Contact`, `Opportunity`, `Activity`, `Task`, `Note`, `CampaignMember` - -**Main Goals**: -- 360-degree customer view -- Pipeline management with 7 sales stages -- Activity tracking and collaboration -- AI-powered win probability prediction -- Relationship mapping and decision maker identification - -## Customer 360 (Account Management) - -### Account Object - -The Account object represents companies and organizationsโ€”your customers, prospects, partners, and competitors. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Company/customer name (required, unique) | -| AccountNumber | Text | Unique customer account number | -| Type | Picklist | Prospect, Customer, Partner, Competitor, Other | -| Industry | Picklist | Technology, Finance, Manufacturing, Retail, etc. | -| AnnualRevenue | Currency | Annual revenue of the company | -| NumberOfEmployees | Number | Number of employees | -| Rating | Picklist | Hot ๐Ÿ”ฅ, Warm โญ, Cold โ„๏ธ | -| CustomerStatus | Picklist | Prospect, Active Customer, Churned, On Hold | -| HealthScore | Number | Customer health score (0-100) | -| SLATier | Picklist | Platinum, Gold, Silver, Standard | -| NextRenewalDate | Date | Next contract renewal date | -| ContractValue | Currency | Total value of all active contracts (read-only) | -| Phone | Phone | Main phone number | -| Email | Email | Primary email address | -| Website | URL | Company website | -| ParentId | Reference | Parent account for hierarchies | -| OwnerId | Reference | Account owner (required) | - -#### Account Types - -- **Prospect**: Potential customer, not yet purchased -- **Customer**: Active paying customer -- **Partner**: Business partner or reseller -- **Competitor**: Competitive account -- **Other**: Other relationship types - -#### Account Hierarchy - -Accounts support parent-child relationships for enterprise organizations: - -```typescript -// Get account with parent and children -const account = await db.findOne('Account', accountId, { - related: { - ParentAccount: { fields: ['Name', 'Industry'] }, - ChildAccounts: { fields: ['Name', 'CustomerStatus', 'ContractValue'] } - } -}); -``` +# Sales Force Automation -#### Customer Status Flow +Empower your sales team with tools to manage customer relationships, track every opportunity, and close deals faster. HotCRM provides a complete view of your customers and pipeline so you can forecast accurately and drive predictable revenue growth. -1. **Prospect** - Potential customer, not yet won -2. **Active Customer** - Has active contract(s) -3. **Churned** - Lost customer, contract ended -4. **On Hold** - Temporarily paused engagement +## What You Can Do -### AI Features + + + Complete view of accounts, contacts, and interaction history + + + Track deals through a proven 7-stage sales process + + + Log calls, meetings, and emails automatically + + + Win probability and revenue forecasting powered by AI + + -#### News Monitoring & Risk Alerts +--- -AI monitors news about your accounts and alerts you to risks: +## Account Management (Customer 360) -```typescript -// AI automatically updates account risk factors -{ - name: 'AINewsMonitoring', - type: 'textarea', - label: 'AI News & Risk Alerts', - readonly: true, - description: 'Automatic news monitoring and risk detection' -} -``` +### What is an Account? -**Example Alert**: -``` -๐Ÿšจ Risk Alert: Customer "Acme Corp" mentioned in news about layoffs. -Recommend: Contact customer success team to assess renewal risk. -``` +An Account represents a company or organizationโ€”your customers, prospects, partners, or competitors. It's the central hub for all business relationships. -#### Interaction Summary +**Account Types:** +- **Prospect** - Potential customer you're pursuing +- **Customer** - Active paying customer +- **Partner** - Business partner or reseller +- **Competitor** - Market competitor (for competitive intelligence) +- **Former Customer** - Churned customer -AI summarizes key interactions and relationship timeline: +--- -```typescript -const summary = await aiSummarizeAccountInteractions(accountId); -// Returns: -{ - totalInteractions: 45, - lastContact: '2026-01-15', - keyPeople: ['John Doe (CTO)', 'Jane Smith (VP)'], - sentiment: 'Positive', - nextActions: ['Follow up on Q2 renewal', 'Demo new features'] -} -``` +### Key Information Tracked + +#### Company Details +- **Company Name** - Official business name +- **Account Number** - Your internal customer ID +- **Industry** - Technology, Finance, Healthcare, Manufacturing, etc. +- **Company Size** - Number of employees +- **Annual Revenue** - Company's yearly revenue +- **Website** - Company website + +#### Relationship Status +- **Account Rating** + - ๐Ÿ”ฅ **Hot** - High priority, active engagement + - โญ **Warm** - Moderate engagement + - โ„๏ธ **Cold** - Low priority or inactive + +- **Customer Status** + - Prospect + - Active Customer + - Churned Customer + - On Hold + +- **Health Score** (0-100) - AI-calculated customer health + - 80-100: Excellent (expanding) + - 60-79: Good (stable) + - 40-59: At Risk (needs attention) + - 0-39: Critical (likely to churn) + +#### Business Value +- **Contract Value** - Total value of active contracts +- **SLA Tier** - Platinum, Gold, Silver, Bronze, Standard +- **Next Renewal Date** - When contracts are up for renewal +- **Lifetime Value** - Total revenue from this customer -### List Views +--- + +### Account Health Score + +HotCRM automatically calculates a health score (0-100) to identify at-risk accounts: -1. **All Accounts**: All customers in the system -2. **My Accounts**: Accounts assigned to me -3. **Active Customers**: CustomerStatus = Active Customer -4. **At Risk**: Active customers with HealthScore < 50 -5. **High Value**: ContractValue > $100,000 -6. **Renewals Soon**: NextRenewalDate in next 90 days +**Factors Considered:** +- **Engagement** (40 points) - Recent meetings, calls, email frequency +- **Financial** (30 points) - On-time payments, upsell activity, revenue trend +- **Relationship** (30 points) - Executive sponsor, multiple contacts engaged + +**Use Cases:** +- **80-100**: Upsell opportunity - Engage for expansion +- **60-79**: Healthy - Maintain regular cadence +- **40-59**: At risk - Schedule executive review +- **0-39**: Critical - Immediate intervention required + +--- ## Contact Management -### Contact Object - -The Contact object represents individual people within Account organizations. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| FirstName | Text | First name | -| LastName | Text | Last name (required) | -| Salutation | Picklist | Mr., Ms., Dr., Prof. | -| AccountId | Master-Detail | Parent account (required) | -| Title | Text | Job title | -| Department | Text | Department | -| Level | Picklist | C-Level, VP, Director, Manager, Individual Contributor | -| Email | Email | Email address (unique) | -| Phone | Phone | Work phone number | -| MobilePhone | Phone | Mobile phone number | -| IsDecisionMaker | Checkbox | Is this person a decision maker? | -| InfluenceLevel | Picklist | High, Medium, Low | -| RelationshipStrength | Picklist | Strong, Medium, Weak, Unknown | -| PreferredContact | Picklist | Email, Phone, Mobile, WeChat | -| LastContactDate | Date | Last time contacted (auto-updated) | - -#### Job Levels - -- **C-Level**: CEO, CTO, CFO, CMO -- **VP**: Vice President level -- **Director**: Director level -- **Manager**: Manager level -- **Individual Contributor**: Staff, specialist, engineer - -#### Influence Levels - -- **High**: Final decision maker -- **Medium**: Key influencer -- **Low**: Regular participant - -### Decision Chain Mapping - -Identify and map the decision-making structure: - -```typescript -// Get all decision makers for an account -const decisionMakers = await db.find('Contact', { - filters: [ - ['AccountId', '=', accountId], - ['IsDecisionMaker', '=', true] - ], - orderBy: { field: 'InfluenceLevel', direction: 'asc' } -}); - -// Strong relationships at high influence -const keyContacts = await db.find('Contact', { - filters: [ - ['AccountId', '=', accountId], - ['InfluenceLevel', '=', 'High'], - ['RelationshipStrength', '=', 'Strong'] - ] -}); -``` +### What is a Contact? -### AI Features - -#### Relationship Graph Analysis - -AI analyzes email patterns and interactions to build relationship maps: - -```typescript -// AI identifies true decision makers from email patterns -const insights = await aiAnalyzeContactNetwork(accountId); -// Returns: -{ - decisionMakers: [ - { - name: 'John Doe', - title: 'CTO', - confidence: 95, - reason: 'CC\'d on all critical emails, final approver' - } - ], - influencers: [...], - relationshipStrength: { - 'john.doe@example.com': 'Strong', - 'jane.smith@example.com': 'Medium' - } -} -``` +A Contact represents an individual person at an accountโ€”your business relationships, decision makers, and influencers. -### List Views - -1. **All Contacts**: All contacts in the system -2. **Decision Makers**: IsDecisionMaker = true -3. **Key Influencers**: InfluenceLevel in [High, Medium] -4. **Strong Relationships**: RelationshipStrength = Strong - -## Opportunity Management - -### Opportunity Object - -The Opportunity object represents sales deals in your pipeline. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Opportunity name (required) | -| AccountId | Reference | Related customer account (required) | -| ContactId | Reference | Primary contact person | -| Amount | Currency | Deal amount | -| CloseDate | Date | Expected close date (required) | -| Stage | Picklist | Sales stage (required) | -| Probability | Percent | Win probability (%) | -| NextStep | Text | Next action to take | -| LeadSource | Picklist | How the opportunity originated | -| ForecastCategory | Picklist | Pipeline, Best Case, Commit, Omitted, Closed | -| Type | Picklist | New Business, Upgrade, Renewal, Replacement | -| ExpectedRevenue | Currency | Amount ร— Probability (calculated) | -| DaysOpen | Number | Days since creation (calculated) | -| OwnerId | Reference | Opportunity owner (required) | - -#### Sales Stages with Probabilities - -HotCRM uses a 7-stage sales process: - -1. **๐Ÿ” Prospecting** (10% probability) - Identifying potential opportunities -2. **๐Ÿ“ž Qualification** (20%) - Validating fit and budget -3. **๐Ÿ’ก Needs Analysis** (40%) - Understanding requirements -4. **๐Ÿ“Š Proposal** (60%) - Presenting solution -5. **๐Ÿ’ฐ Negotiation** (80%) - Finalizing terms -6. **โœ… Closed Won** (100%) - Deal won! -7. **โŒ Closed Lost** (0%) - Deal lost - -**Stage Progression**: -```typescript -// Move opportunity to next stage -await db.doc.update('Opportunity', oppId, { - Stage: 'Proposal', - Probability: 60, - NextStep: 'Present demo to decision makers' -}); -``` +### Contact Roles -#### Opportunity Types +- ๐Ÿ‘‘ **Decision Maker** - Final approval authority +- โญ **Champion** - Internal advocate for your solution +- ๐ŸŽฏ **Influencer** - Influences decision but doesn't approve +- ๐Ÿ“‹ **User** - End user of your product/service +- โ›” **Blocker** - Opposes or blocks the deal -- **New Business**: First-time customer -- **Existing Business - Upgrade**: Upsell/cross-sell -- **Existing Business - Renewal**: Contract renewal -- **Existing Business - Replacement**: Replacing competitor +--- -### Expected Revenue Calculation +### Relationship Mapping -Expected revenue is automatically calculated: +Build a complete map of relationships at each account: -```typescript -ExpectedRevenue = Amount ร— (Probability / 100) +**Example: Enterprise Deal** +``` +TechCorp Account +โ”‚ +โ”œโ”€โ”€ Sarah Chen (Decision Maker) +โ”‚ VP of Sales | Budget: $500K+ | Champion โญ +โ”‚ +โ”œโ”€โ”€ Mike Johnson (Influencer) +โ”‚ Director of Sales Operations | Strong relationship ๐Ÿ‘ +โ”‚ +โ”œโ”€โ”€ Tom Wilson (User) +โ”‚ Sales Manager | Satisfied with demo +โ”‚ +โ””โ”€โ”€ Jennifer Lee (Blocker) + CFO | Concerned about cost โš ๏ธ ``` -**Example**: -- Amount: $100,000 -- Probability: 60% -- ExpectedRevenue: $60,000 +**Why It Matters:** +- Identify who you need to win over +- Understand decision-making process +- Build multi-threaded relationships +- Reduce risk of single point of failure -### AI Features +--- -HotCRM provides 5 AI-powered fields for each opportunity: +## Opportunity Management (Pipeline) -#### 1. AI Summary (AISummary) +### What is an Opportunity? -Win/loss analysis and deal insights: +An Opportunity represents a specific sales dealโ€”a potential or actual sale to an account. This is where you track deal progress, forecast revenue, and manage your sales pipeline. -```typescript -"High-value enterprise deal with strong champion (John Doe, CTO). -Key risk: Long evaluation cycle (120 days). Competitor: Salesforce. -Recommendation: Accelerate with executive briefing." -``` +--- -#### 2. AI Next Step Suggestion (AINextStepSuggestion) +### The 7-Stage Sales Process -Best follow-up tactics: +Every opportunity progresses through these stages: -```typescript -"Schedule executive briefing with CEO within 2 weeks. -Prepare ROI analysis showing 300% return over 3 years. -Address security concerns raised in last meeting." -``` +#### Stage 1: Prospecting (10% Win Probability) +**What's Happening:** Initial contact made, interest confirmed, basic fit established -#### 3. AI Win Probability (AIWinProbability) - -Data-driven success prediction: - -```typescript -{ - winProbability: 72, - factors: { - positive: [ - 'Strong champion relationship', - 'Budget confirmed', - 'Decision date set' - ], - negative: [ - 'Competitor engaged', - 'Economic buyer not identified' - ] - } -} -``` +**Exit Criteria:** Meeting scheduled, budget discussed, timeline identified -#### 4. AI Risk Factors (AIRiskFactors) +**Duration:** 1-2 weeks -Potential deal risks: +--- -```typescript -"โš ๏ธ Risks: -1. Long sales cycle (120+ days) - May lose urgency -2. No executive sponsor identified -3. Competitor has existing relationship -4. Budget not yet approved" -``` +#### Stage 2: Qualification (20% Win Probability) +**What's Happening:** BANT qualification (Budget, Authority, Need, Timeline) -#### 5. AI Competitive Intelligence (AICompetitiveIntel) +**BANT Framework:** +- โœ… **Budget**: Can they afford it? +- โœ… **Authority**: Who approves? +- โœ… **Need**: Why do they need it? +- โœ… **Timeline**: When will they buy? -Competitor insights: +**Duration:** 1-2 weeks -```typescript -"Competing against Salesforce. Key differentiators: -- Our pricing is 40% lower -- Better China deployment options -- Superior customization -Weaknesses: Brand recognition, ecosystem size" -``` +--- -### Example Workflow: Moving Through Pipeline - -```typescript -// 1. Create new opportunity -const opp = await db.doc.create('Opportunity', { - Name: 'Acme Corp - CRM Implementation', - AccountId: acmeAccountId, - ContactId: johndoeContactId, - Amount: 150000, - CloseDate: '2026-06-30', - Stage: 'Prospecting', - LeadSource: 'Trade Show', - Type: 'New Business', - OwnerId: currentUserId -}); - -// 2. Qualify the opportunity -await db.doc.update('Opportunity', opp.Id, { - Stage: 'Qualification', - Probability: 20, - NextStep: 'Conduct discovery call to understand requirements' -}); - -// 3. Present proposal -await db.doc.update('Opportunity', opp.Id, { - Stage: 'Proposal', - Probability: 60, - Amount: 180000, // Adjusted after scoping - NextStep: 'Present proposal to decision committee' -}); - -// 4. Win the deal! -await db.doc.update('Opportunity', opp.Id, { - Stage: 'Closed Won', - Probability: 100, - CloseDate: new Date() // Actual close date -}); -// This automatically triggers contract creation -``` +#### Stage 3: Needs Analysis (40% Win Probability) +**What's Happening:** Deep discovery, demo/POC, solution design -### List Views +**Exit Criteria:** Requirements documented, demo successful, technical validation passed -1. **All Opportunities**: All deals in the system -2. **My Open Opportunities**: My deals not yet closed -3. **Closing This Month**: CloseDate in current month -4. **High Value Deals**: Amount > $100,000 -5. **Stagnant Opportunities**: DaysOpen > 90 days -6. **Won Opportunities**: Stage = Closed Won +**Duration:** 2-4 weeks -## Activity Tracking +--- -### Activity Object - -The Activity object logs all sales interactions and tasks. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Subject | Text | Activity subject (required) | -| Type | Picklist | Call, Email, Meeting, Task, Demo, etc. | -| Status | Picklist | Planned, In Progress, Completed, Cancelled | -| Priority | Picklist | High, Medium, Low | -| ActivityDate | DateTime | When the activity occurs (required) | -| DueDate | Date | Task due date | -| EndDateTime | DateTime | Activity end time | -| DurationInMinutes | Number | How long the activity lasted | -| WhoId | Reference | Related Contact or Lead | -| WhatId | Reference | Related Account, Opportunity, or Contract | -| Location | Text | Where the activity takes place | -| IsOnline | Checkbox | Is this an online meeting? | -| MeetingLink | URL | Zoom/Teams/Meeting link | -| Description | Textarea | Activity notes | -| OwnerId | Reference | Activity owner (required) | - -#### Activity Types - -- **๐Ÿ“ž Call**: Phone calls (inbound/outbound) -- **๐Ÿ“ง Email**: Email communications -- **๐Ÿค Meeting**: In-person or virtual meetings -- **๐Ÿ“ Task**: To-do items -- **๐ŸŽค Demo**: Product demonstrations -- **๐Ÿ“Š Proposal**: Proposal presentations -- **๐Ÿฝ๏ธ Business Lunch**: Customer meals -- **๐ŸŽฏ Other**: Other activities - -#### Activity Status - -1. **๐Ÿ“‹ Planned** - Scheduled, not started -2. **๐Ÿš€ In Progress** - Currently happening -3. **โœ… Completed** - Finished -4. **โŒ Cancelled** - Cancelled -5. **โฐ Deferred** - Postponed - -### Check-In Capability (ๆ‹œ่ฎฟ็ญพๅˆฐ) - -For field sales, track visit locations: - -```typescript -// Mobile check-in -await db.doc.create('Activity', { - Subject: 'On-site visit to Acme Corp', - Type: 'Meeting', - WhatId: accountId, - WhoId: contactId, - ActivityDate: new Date(), - CheckInTime: new Date(), - CheckInLocation: '123 Main St, San Francisco, CA', - CheckInLatitude: 37.7749, - CheckInLongitude: -122.4194 -}); -``` +#### Stage 4: Proposal (60% Win Probability) +**What's Happening:** Formal proposal submitted, pricing presented -### Call Details +**Exit Criteria:** Proposal reviewed by stakeholders, questions answered -Track detailed call information: +**Duration:** 1-2 weeks -| Field | Description | -|-------|-------------| -| CallType | Outbound, Inbound, Internal | -| CallDurationInSeconds | Actual call duration | -| CallResult | Connected, Not Connected, Left Message, Call Back Later, Rejected | +--- -### Email Integration +#### Stage 5: Negotiation (80% Win Probability) +**What's Happening:** Contract negotiations, pricing discussions, implementation planning -Track email communications: +**Exit Criteria:** Terms agreed, pricing finalized, legal review complete -| Field | Description | -|-------|-------------| -| EmailSubject | Email subject line | -| EmailBody | Email content | -| EmailFromAddress | Sender | -| EmailToAddress | Recipient | -| EmailCcAddress | CC list | +**Duration:** 1-3 weeks -### AI Features +--- -#### Voice-to-Text Transcription (AITranscription) +#### Stage 6: Closed Won (100% - Victory! ๐ŸŽ‰) +**Deal Characteristics:** Contract signed, purchase order received -Automatically transcribe meeting recordings: +**Next Steps:** Handoff to customer success, schedule implementation -```typescript -"[Meeting Transcript] -John (CTO): We need to migrate 500 users by Q2. -Sales Rep: Our platform supports bulk migration with zero downtime. -John: What about data security? -Sales Rep: We're SOC 2 Type II certified and GDPR compliant..." -``` +--- -#### Action Item Extraction (AIActionItems) +#### Stage 7: Closed Lost (0% - Learn and Move On) +**Common Reasons:** Lost to competitor, no budget, no decision/timing -AI extracts to-dos from meetings: +**Important Actions:** Document loss reason, request feedback, stay in touch -```typescript -"Action Items: -1. [Sales Rep] Send security documentation by Friday -2. [Sales Rep] Schedule demo for IT team next week -3. [John] Get budget approval from CFO -4. [John] Introduce us to VP of Operations" -``` +--- -#### Sentiment Analysis (AISentimentAnalysis) +### Opportunity Fields + +| Field | Description | Example | +|-------|-------------|---------| +| **Opportunity Name** | Descriptive deal name | "TechCorp - CRM Implementation" | +| **Account** | Which company | TechCorp Inc. | +| **Primary Contact** | Main contact | Sarah Chen | +| **Amount** | Deal value | $75,000 | +| **Close Date** | Expected close | March 31, 2026 | +| **Stage** | Current stage | Proposal | +| **Probability** | Win likelihood | 60% | +| **Lead Source** | How generated | Webinar | +| **Type** | Deal type | New Business | +| **Next Steps** | What's next | "Send proposal by Friday" | -Understand customer mood: +--- -- **๐Ÿ˜Š Positive**: Enthusiastic, engaged -- **๐Ÿ˜ Neutral**: Professional, informational -- **๐Ÿ˜Ÿ Negative**: Concerned, hesitant +### AI Win Probability -#### Key Points Summary (AIKeyPoints) +HotCRM uses AI to predict your likelihood of winning each deal based on: +- Deal characteristics and engagement metrics +- Historical patterns and win rates +- Competitive situation -AI summarizes meeting highlights: +**Example:** +``` +Opportunity: TechCorp - CRM Implementation +Stage: Proposal (default 60%) -```typescript -"Key Points: -- Customer needs 500-user deployment by Q2 -- Budget confirmed at $150K -- Main concerns: data security, migration complexity -- Competitor: Currently using Salesforce -- Next step: Technical demo for IT team" +AI Adjustments: ++ Champion identified (+10%) ++ Multiple stakeholders engaged (+5%) +- Competitor in final round (-10%) + +AI Win Probability: 65% +Recommendation: Schedule executive meeting to address competition ``` -#### Next Step Suggestions (AINextStepSuggestion) +--- + +## Activity Tracking + +### Activity Types + +๐Ÿ“ž **Call** - Phone conversations with duration and notes + +๐Ÿ“… **Meeting** - In-person or virtual meetings with attendees + +๐Ÿ“ง **Email** - Email correspondence with tracking + +โœ… **Task** - Action items with due dates + +๐Ÿ“ **Note** - Important observations and insights + +--- + +### Activity Best Practices + +**1. Log Every Interaction** - Build complete customer history + +**2. Be Specific in Notes** +- โŒ Bad: "Talked to Sarah about CRM" +- โœ… Good: "Sarah confirmed $75K budget. Prefers Q2 implementation. Concerned about Salesforce migration. Next: Send migration plan by Friday." + +**3. Set Follow-up Tasks** - Every activity should create next action + +**4. Update Opportunities** - Change stage when appropriate, update close date if timeline shifts + +--- -AI recommends follow-up actions: +## Sales Reporting & Analytics -```typescript -"Recommended next steps: -1. Send security compliance documentation within 24 hours -2. Schedule technical deep-dive demo for IT team -3. Prepare ROI analysis comparing total cost vs. Salesforce -4. Request introduction to VP of Operations" +### Pipeline Analytics + +**Key Metrics:** +- **Pipeline Value** - Total value of all open opportunities +- **Pipeline Coverage** - Pipeline Value รท Quota (Target: 3-4x) +- **Win Rate** - Closed Won รท (Closed Won + Closed Lost) +- **Average Sales Cycle** - Time from opportunity creation to close + +**Example Pipeline:** +``` +Total Pipeline: $2.5M + +By Stage: +- Prospecting: $500K (20%) +- Qualification: $400K (16%) +- Needs Analysis: $600K (24%) +- Proposal: $500K (20%) +- Negotiation: $500K (20%) ``` -### Example Workflow: Logging a Customer Meeting - -```typescript -// 1. Create meeting activity -const meeting = await db.doc.create('Activity', { - Subject: 'Discovery Call - CRM Requirements', - Type: 'Meeting', - Status: 'Planned', - Priority: 'High', - ActivityDate: '2026-02-15T14:00:00', - DurationInMinutes: 60, - WhoId: contactId, - WhatId: opportunityId, - IsOnline: true, - MeetingLink: 'https://zoom.us/j/123456789', - Description: 'Discuss requirements for CRM implementation' -}); - -// 2. After meeting, update with notes -await db.doc.update('Activity', meeting.Id, { - Status: 'Completed', - EndDateTime: '2026-02-15T15:00:00', - Description: ` - Discussed current pain points and requirements. - Customer needs: - - 500 users - - Multi-currency support - - Integration with existing ERP - - Mobile access - - Concerns: - - Data migration complexity - - Training requirements - - Next steps: - - Send proposal by EOW - - Schedule demo for IT team - ` -}); - -// 3. AI automatically generates insights -// AITranscription, AIActionItems, AISentimentAnalysis are populated +--- + +### Win Rate Analysis + +**Industry Benchmarks:** +- Enterprise B2B: 15-25% +- Mid-Market: 20-30% +- SMB: 25-35% + +**By Stage Conversion:** +``` +Prospecting โ†’ Qualification: 60% +Qualification โ†’ Needs Analysis: 70% +Needs Analysis โ†’ Proposal: 80% +Proposal โ†’ Negotiation: 75% +Negotiation โ†’ Closed Won: 85% ``` -### List Views +--- + +## AI-Powered Sales Features + +### 1. Smart Deal Briefing +AI-generated summaries of accounts and opportunities for quick context before meetings + +### 2. Next Best Action +AI suggests what to do next to move deals forward based on historical patterns + +### 3. Relationship Insights +AI analyzes communication patterns to identify engagement gaps -1. **All Activities**: All activities in the system -2. **My Activities**: Activities owned by me -3. **Today Activities**: Today's activities -4. **Upcoming Activities**: Next 7 days -5. **Overdue Activities**: Past due date and not completed -6. **Meetings**: Completed meetings with notes +### 4. Deal Risk Analysis +Identify at-risk deals before they slip with predictive analytics + +--- ## Best Practices -### Account Management - -1. **Complete Profiles**: Fill in industry, revenue, employees for better segmentation -2. **Set Health Scores**: Regularly update health scores for at-risk customer identification -3. **Maintain Hierarchies**: Use parent-child relationships for enterprise accounts -4. **Track SLA Tiers**: Assign appropriate service levels -5. **Monitor Renewals**: Set NextRenewalDate for proactive renewal management - -### Contact Management - -1. **Identify Decision Makers**: Mark IsDecisionMaker and set InfluenceLevel -2. **Build Relationships**: Track RelationshipStrength and nurture key contacts -3. **Keep Current**: Update LastContactDate after each interaction -4. **Respect Preferences**: Honor PreferredContact settings -5. **Map Organization**: Understand department and reporting structures - -### Opportunity Management - -1. **Update Regularly**: Keep Stage, Amount, and CloseDate current -2. **Document Next Steps**: Always have clear NextStep defined -3. **Qualify Thoroughly**: Don't skip the qualification stage -4. **Monitor Age**: Review DaysOpen to identify stagnant deals -5. **Use AI Insights**: Leverage AI recommendations for strategy -6. **Close Loop**: Always mark as Closed Won or Closed Lost - -### Activity Tracking - -1. **Log Everything**: Track all customer interactions -2. **Be Timely**: Log activities within 24 hours -3. **Use AI Features**: Enable voice transcription for meetings -4. **Link Properly**: Always link WhoId (Contact) and WhatId (Account/Opportunity) -5. **Follow Up**: Create follow-up tasks immediately after meetings -6. **Review Action Items**: Check AI-extracted action items for accuracy - -## Example Workflows - -### New Customer Acquisition - -```typescript -// 1. Create account -const account = await db.doc.create('Account', { - Name: 'Acme Corporation', - Type: 'Prospect', - Industry: 'Technology', - Phone: '+1-555-0100', - OwnerId: currentUserId -}); - -// 2. Add primary contact -const contact = await db.doc.create('Contact', { - FirstName: 'John', - LastName: 'Doe', - AccountId: account.Id, - Title: 'CTO', - Level: 'C-Level', - Email: 'john.doe@acme.com', - IsDecisionMaker: true, - InfluenceLevel: 'High' -}); - -// 3. Create opportunity -const opportunity = await db.doc.create('Opportunity', { - Name: 'Acme Corp - CRM Implementation', - AccountId: account.Id, - ContactId: contact.Id, - Amount: 150000, - CloseDate: '2026-06-30', - Stage: 'Prospecting', - Type: 'New Business', - OwnerId: currentUserId -}); - -// 4. Schedule discovery call -const activity = await db.doc.create('Activity', { - Subject: 'Discovery Call - CRM Requirements', - Type: 'Meeting', - Priority: 'High', - ActivityDate: '2026-02-20T10:00:00', - WhoId: contact.Id, - WhatId: opportunity.Id, - OwnerId: currentUserId -}); -``` +### For Sales Reps -### Pipeline Review - -```typescript -// Get all my opportunities closing this quarter -const myPipeline = await db.find('Opportunity', { - filters: [ - ['OwnerId', '=', currentUserId], - ['CloseDate', 'this_quarter'], - ['Stage', 'not in', ['Closed Won', 'Closed Lost']] - ], - orderBy: { field: 'Amount', direction: 'desc' } -}); - -// Calculate total expected revenue -const totalExpectedRevenue = myPipeline.reduce( - (sum, opp) => sum + (opp.ExpectedRevenue || 0), - 0 -); - -console.log(`Total pipeline: $${totalExpectedRevenue.toLocaleString()}`); -``` +โœ… **Keep CRM Updated** +- Log all activities same day +- Update opportunity stages weekly +- Record next steps after every interaction -## Task Management - -### Task Object - -Tasks represent work items, to-dos, and follow-ups for sales reps. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Subject | Text | Task subject (required) | -| Description | Textarea | Task details | -| Priority | Picklist | High, Normal, Low | -| Status | Picklist | Not Started, In Progress, Completed, Waiting, Deferred | -| DueDate | Date | Due date | -| ReminderDateTime | DateTime | Reminder time | -| OwnerId | Reference | Assigned to user (required) | -| WhatId | Reference | Related Account, Opportunity, etc. | -| WhoId | Reference | Related Contact or Lead | -| ActivityType | Picklist | Call, Email, Meeting, Follow-up, Demo | -| IsRecurring | Checkbox | Recurring task | -| RecurrencePattern | Text | Daily, Weekly, Monthly pattern | -| CompletedDate | DateTime | When completed | - -**Example Usage**: -```typescript -// Create follow-up task -await db.doc.create('Task', { - Subject: 'Follow up on proposal', - Description: 'Check if customer has any questions about pricing', - Priority: 'High', - Status: 'Not Started', - DueDate: addDays(new Date(), 2), - ReminderDateTime: addDays(new Date(), 1, 14, 0), // Tomorrow at 2pm - OwnerId: salesRepId, - WhatId: opportunityId, - WhoId: decisionMakerId, - ActivityType: 'Follow-up' -}); - -// Complete task -await db.doc.update('Task', taskId, { - Status: 'Completed', - CompletedDate: new Date() -}); - -// Create recurring weekly check-in -await db.doc.create('Task', { - Subject: 'Weekly account review', - Priority: 'Normal', - Status: 'Not Started', - DueDate: new Date(), - OwnerId: accountManagerId, - WhatId: accountId, - ActivityType: 'Meeting', - IsRecurring: true, - RecurrencePattern: 'Weekly on Monday at 9:00 AM' -}); -``` +โœ… **Build Relationships** +- Engage multiple stakeholders +- Identify champions early +- Map decision-making process -### Task List Views - -1. **My Tasks**: Tasks owned by me, not completed -2. **Today's Tasks**: Due today -3. **Overdue Tasks**: Past due date, not completed -4. **High Priority**: Priority = High, not completed -5. **This Week**: Due within next 7 days -6. **Completed Tasks**: Status = Completed -7. **Account Tasks**: Tasks related to specific account - -## Notes & Collaboration - -### Note Object - -Notes capture important information, insights, and updates on records. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Title | Text | Note title (required) | -| Body | Textarea | Note content (required) | -| OwnerId | Reference | Note creator (required) | -| ParentId | Reference | Related record (Account, Opp, Contact, etc.) | -| IsPrivate | Checkbox | Private note (only visible to owner) | -| IsPinned | Checkbox | Pinned to top of timeline | -| Tags | Text | Comma-separated tags | -| MentionedUserIds | Text | @mentioned users (comma-separated IDs) | - -**Example Usage**: -```typescript -// Add customer insight note -await db.doc.create('Note', { - Title: 'Customer Pain Points Discovered', - Body: `During today's call, customer mentioned: - - Current CRM is too complex - - Mobile app is essential (50% of team is remote) - - Need better reporting for executives - - Budget approved: $50K - - Next step: Send mobile demo video`, - OwnerId: salesRepId, - ParentId: opportunityId, - IsPrivate: false, - IsPinned: true, - Tags: 'discovery, pain-points, mobile' -}); - -// Private internal note -await db.doc.create('Note', { - Title: 'Competitive Intel', - Body: 'Customer is also evaluating Salesforce. Pricing is main concern.', - OwnerId: salesRepId, - ParentId: accountId, - IsPrivate: true, // Only visible to owner - Tags: 'competitive, salesforce' -}); - -// Collaborate with @mentions -await db.doc.create('Note', { - Title: 'Need Engineering Help', - Body: '@john-doe Can you join the demo next week? Customer wants to see API integration capabilities.', - OwnerId: salesRepId, - ParentId: opportunityId, - MentionedUserIds: 'john-doe', - Tags: 'demo, api, technical' -}); - -// Trigger: Send notification to @mentioned users -// (Automatic notification sent to john-doe) -``` +โœ… **Qualify Rigorously** +- Use BANT framework +- Understand competition +- Validate budget and timeline -**Note Organization**: -```typescript -// Pin important notes -await db.doc.update('Note', noteId, { - IsPinned: true -}); - -// Tag for easy filtering -const technicalNotes = await db.find('Note', { - filters: [ - ['ParentId', '=', opportunityId], - ['Tags', 'contains', 'technical'] - ] -}); - -// Find notes mentioning you -const myMentions = await db.find('Note', { - filters: [ - ['MentionedUserIds', 'contains', currentUserId] - ], - orderBy: { field: 'CreatedDate', direction: 'desc' } -}); -``` +--- -## Campaign Member Management - -### Campaign Member Object - -Tracks which contacts/leads are part of which marketing campaigns. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| CampaignId | Reference | Campaign (required) | -| ContactId | Reference | Contact (if converted lead) | -| LeadId | Reference | Lead (if not yet converted) | -| Status | Picklist | Sent, Responded, Clicked, Opened, Bounced, etc. | -| MemberStatus | Picklist | Campaign-specific status | -| HasResponded | Checkbox | Member responded to campaign | -| FirstRespondedDate | DateTime | First response date | -| EmailBounced | Checkbox | Email bounced | -| BouncedReason | Text | Bounce reason | -| DoNotCall | Checkbox | Do not call this member | -| DoNotEmail | Checkbox | Do not email this member | -| OptedOut | Checkbox | Opted out of communications | -| JoinedDate | DateTime | When added to campaign | -| Source | Picklist | How added (Manual, Import, Web Form, API) | - -**Example Usage**: -```typescript -// Add contact to email campaign -await db.doc.create('CampaignMember', { - CampaignId: emailCampaignId, - ContactId: contactId, - Status: 'Sent', - MemberStatus: 'Email Sent', - JoinedDate: new Date(), - Source: 'Manual' -}); - -// Track email engagement -await db.doc.update('CampaignMember', memberId, { - Status: 'Opened', - MemberStatus: 'Email Opened' -}); - -// Track response -await db.doc.update('CampaignMember', memberId, { - Status: 'Responded', - MemberStatus: 'Downloaded Whitepaper', - HasResponded: true, - FirstRespondedDate: new Date() -}); - -// Handle bounced email -await db.doc.update('CampaignMember', memberId, { - Status: 'Bounced', - EmailBounced: true, - BouncedReason: 'Invalid email address' -}); - -// Respect opt-out -await db.doc.update('CampaignMember', memberId, { - OptedOut: true, - DoNotEmail: true -}); -``` +### For Sales Managers -### Campaign Member Statuses - -Campaign member statuses are campaign-specific and customizable: - -**Email Campaign Statuses**: -- Sent -- Opened -- Clicked -- Downloaded -- Responded -- Bounced -- Unsubscribed - -**Event Campaign Statuses**: -- Invited -- Registered -- Attended -- No-Show -- Cancelled - -**Webinar Campaign Statuses**: -- Invited -- Registered -- Attended Live -- Watched Recording -- No-Show - -**Example: Event Campaign Workflow**: -```typescript -// 1. Invite contacts to event -const invitees = await getTargetContacts({ industry: 'Technology' }); -for (const contact of invitees) { - await db.doc.create('CampaignMember', { - CampaignId: techSummitId, - ContactId: contact.Id, - Status: 'Invited', - MemberStatus: 'Invited', - Source: 'Manual' - }); -} - -// 2. Contact registers -await db.doc.update('CampaignMember', memberId, { - Status: 'Registered', - MemberStatus: 'Registered', - HasResponded: true, - FirstRespondedDate: new Date() -}); - -// 3. Check-in at event -await db.doc.update('CampaignMember', memberId, { - Status: 'Attended', - MemberStatus: 'Attended' -}); - -// 4. Measure campaign ROI -const campaignStats = await db.query(` - SELECT - CampaignId, - COUNT(Id) as TotalMembers, - COUNT(CASE WHEN HasResponded THEN 1 END) as Responders, - COUNT(CASE WHEN Status = 'Attended' THEN 1 END) as Attendees - FROM CampaignMember - WHERE CampaignId = '${techSummitId}' - GROUP BY CampaignId -`); - -// 5. Create follow-up tasks for attendees -const attendees = await db.find('CampaignMember', { - filters: [ - ['CampaignId', '=', techSummitId], - ['Status', '=', 'Attended'] - ] -}); - -for (const attendee of attendees) { - await db.doc.create('Task', { - Subject: 'Follow up on Tech Summit attendance', - DueDate: addDays(new Date(), 3), - OwnerId: attendee.Contact.OwnerId, - WhoId: attendee.ContactId, - ActivityType: 'Follow-up' - }); -} -``` +โœ… **Pipeline Management** +- Maintain 3-4x pipeline coverage +- Review pipeline weekly with each rep +- Identify and remove stalled deals -### Campaign Attribution - -Link campaign members to opportunities for ROI tracking: - -```typescript -// When creating opportunity from campaign member -await db.doc.create('Opportunity', { - Name: `${contact.Account.Name} - CRM Project`, - AccountId: contact.AccountId, - ContactId: contact.Id, - CampaignId: campaignMember.CampaignId, // Track campaign source - LeadSource: 'Tech Summit Event', - Amount: 50000, - Stage: 'Prospecting' -}); - -// Report: Campaign ROI -const campaignROI = await db.query(` - SELECT - c.Name as CampaignName, - c.BudgetedCost, - COUNT(o.Id) as OpportunitiesGenerated, - SUM(CASE WHEN o.Stage = 'Closed Won' THEN o.Amount ELSE 0 END) as Revenue, - SUM(CASE WHEN o.Stage = 'Closed Won' THEN o.Amount ELSE 0 END) / c.BudgetedCost as ROI - FROM Campaign c - LEFT JOIN Opportunity o ON o.CampaignId = c.Id - WHERE c.Status = 'Completed' - GROUP BY c.Id, c.Name, c.BudgetedCost - ORDER BY ROI DESC -`); -``` +โœ… **Forecasting** +- Use data, not gut feel +- Review historical win rates +- Build in buffer for slippage + +โœ… **Team Development** +- Review activity metrics +- Identify coaching opportunities +- Share best practices -## Complete Sales Process Workflow - -```typescript -// 1. Campaign generates lead -const lead = await db.doc.create('Lead', { - FirstName: 'John', - LastName: 'Doe', - Company: 'ACME Corp', - Email: 'john.doe@acme.com', - LeadSource: 'Tech Summit Event', - Status: 'New' -}); - -// 2. Add to campaign -await db.doc.create('CampaignMember', { - CampaignId: techSummitId, - LeadId: lead.Id, - Status: 'Attended' -}); - -// 3. Sales rep qualifies lead -await db.doc.update('Lead', lead.Id, { - Status: 'Qualified', - Rating: 'Hot' -}); - -// 4. Convert lead to Account, Contact, Opportunity -const conversion = await convertLead(lead.Id); - -// 5. Add discovery notes -await db.doc.create('Note', { - Title: 'Discovery Call Summary', - Body: 'Customer needs CRM for 50 users. Budget: $50K. Timeline: Q2.', - ParentId: conversion.OpportunityId, - Tags: 'discovery, budget-approved' -}); - -// 6. Create follow-up task -await db.doc.create('Task', { - Subject: 'Send proposal', - DueDate: addDays(new Date(), 2), - OwnerId: salesRepId, - WhatId: conversion.OpportunityId, - ActivityType: 'Email' -}); - -// 7. Log sales activity -await db.doc.create('Activity', { - Subject: 'Discovery call with John', - ActivityType: 'Call', - AccountId: conversion.AccountId, - ContactId: conversion.ContactId, - OpportunityId: conversion.OpportunityId, - Duration: 45, - CallResult: 'Qualified', - Notes: 'Strong interest. Sending proposal Friday.' -}); - -// 8. Move opportunity through stages -await db.doc.update('Opportunity', conversion.OpportunityId, { - Stage: 'Proposal' -}); - -// ... create quote, get approval, send proposal ... - -// 9. Win the deal -await db.doc.update('Opportunity', conversion.OpportunityId, { - Stage: 'Closed Won', - CloseDate: new Date() -}); - -// 10. Create onboarding tasks -await db.doc.create('Task', { - Subject: 'Schedule kickoff call', - Priority: 'High', - DueDate: addDays(new Date(), 1), - OwnerId: customerSuccessManagerId, - WhatId: conversion.AccountId -}); +--- + +## Common Workflows + +### New Opportunity Workflow +``` +Lead converts โ†’ Stage: Prospecting +โ†’ Schedule discovery call +โ†’ BANT qualification +โ†’ Stage: Qualification +โ†’ Conduct demo +โ†’ Stage: Needs Analysis +โ†’ Create proposal +โ†’ Stage: Proposal +โ†’ Negotiate terms +โ†’ Stage: Negotiation +โ†’ Close deal +โ†’ Stage: Closed Won! ``` -## Next Steps +--- + +## Roadmap: Planned Features + +### Q1 2026 +- ๐Ÿšง Territory Management +- ๐Ÿšง Sales Coach (AI-powered) +- ๐Ÿšง Email Integration (Gmail/Outlook) + +### Q2 2026 +- ๐Ÿšง Revenue Forecasting (ML-based) +- ๐Ÿšง Pipeline Analytics Dashboard +- ๐Ÿšง Call Recording & Transcription + +### Q3 2026 +- ๐Ÿšง Mobile App (iOS & Android) +- ๐Ÿšง Relationship Intelligence (LinkedIn) +- ๐Ÿšง Sales Playbooks + +--- + +## Success Metrics + +**Impact of Sales Automation:** +- โฌ†๏ธ 40% more opportunities managed per rep +- โฌ†๏ธ 25% improvement in win rates +- โฌ†๏ธ 30% faster sales cycles +- โฌ†๏ธ 95% forecast accuracy +- โฌ‡๏ธ 50% less time on admin tasks + +--- + +## Getting Started + + + + Create your first account and opportunity + + + Configure your 7-stage sales process + + + Learn to log and track all interactions + + + Build pipeline and forecasting reports + + + +--- + +## Related Topics -- [Product & Pricing](/docs/features/product-pricing) - Configure products and quotes -- [Contracts & Payments](/docs/features/contracts-payments) - Manage contracts and collections -- [Service & Support](/docs/features/service-support) - Handle customer service cases -- [AI Capabilities](/docs/ai/overview) - Deep dive into AI features +- [Lead Management](/docs/features/lead-management) - Generate and qualify leads +- [Product & Quote Management](/docs/features/product-pricing) - Create quotes and proposals +- [Contract Management](/docs/features/contracts-payments) - Execute closed deals +- [AI Capabilities](/docs/ai/overview) - Explore AI-powered sales features diff --git a/content/docs/features/service-support.mdx b/content/docs/features/service-support.mdx deleted file mode 100644 index f0a7d6092..000000000 --- a/content/docs/features/service-support.mdx +++ /dev/null @@ -1,1616 +0,0 @@ ---- -title: Service & Support -description: Case management and knowledge base features with AI-powered support ---- - -# Service & Customer Success Domain - -The Service & Support domain (ๆœๅŠกๅŸŸ) helps increase customer lifetime value (LTV) and reduce churn through exceptional omni-channel support and AI-powered assistance. - -## Overview - -**Key Objects**: `Case`, `CaseComment`, `KnowledgeArticle`, `Queue`, `QueueMember`, `RoutingRule`, `Skill`, `AgentSkill`, `SLAPolicy`, `SLATemplate`, `SLAMilestone`, `BusinessHours`, `Holiday`, `HolidayCalendar`, `EscalationRule`, `WebToCase`, `EmailToCase`, `SocialMediaCase`, `ForumTopic`, `ForumPost`, `PortalUser` - -**Main Goals**: -- Omni-channel case management (Email, Web, Phone, WeChat, Chat, Mobile) -- SLA tracking and enforcement -- AI-powered auto-assignment and solution suggestions -- Comprehensive knowledge base with AI Q&A -- Customer satisfaction tracking -- Escalation management - -## Case Management - -### Case Object - -The Case object represents customer support requests and issues. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| CaseNumber | AutoNumber | Auto-generated case number (CASE-YYYY-0000) | -| Subject | Text | Case subject/title (required) | -| Description | Textarea | Problem description (required) | -| Status | Picklist | Case status | -| Priority | Picklist | Critical, High, Medium, Low | -| Type | Picklist | Problem, Question, Incident, etc. | -| Origin | Picklist | How the case was created | -| AccountId | Reference | Customer account (required) | -| ContactId | Reference | Person who reported the issue | -| ContractId | Reference | Related service contract | -| ProductId | Reference | Related product | -| OwnerId | Reference | Case owner (required) | -| AssignedToQueueId | Reference | Support team queue | -| SLALevel | Picklist | Platinum, Gold, Silver, Bronze, Standard | -| ResponseDueDate | DateTime | SLA response deadline (calculated) | -| ResolutionDueDate | DateTime | SLA resolution deadline (calculated) | -| FirstResponseTime | DateTime | When first response was sent | -| ActualResolutionTime | DateTime | When case was resolved | -| ResponseTimeMinutes | Number | Time to first response (calculated) | -| ResolutionTimeMinutes | Number | Time to resolution (calculated) | -| IsSLAViolated | Checkbox | SLA was violated (calculated) | -| Resolution | Textarea | Solution description | -| RootCause | Textarea | Root cause analysis | -| ResolutionCategory | Picklist | How it was resolved | -| CustomerSatisfaction | Picklist | Customer satisfaction rating | -| SatisfactionScore | Number | Score 1-5 (calculated) | - -#### Case Types - -- **๐Ÿ› Problem**: Technical problems requiring troubleshooting -- **โ“ Question**: General questions or inquiries -- **๐Ÿ†˜ Incident**: Critical incidents requiring immediate attention -- **๐Ÿ’ก Feature Request**: Customer requests for new features -- **๐ŸŽ“ Training**: Training requests -- **๐Ÿ”ง Maintenance**: Scheduled maintenance -- **๐Ÿ“– Other**: Other case types - -#### Case Status Flow - -1. **๐Ÿ†• New** - Just created, not yet assigned -2. **๐Ÿ“‹ Open** - Assigned, pending first response -3. **๐Ÿ”„ In Progress** - Actively being worked on -4. **โธ๏ธ Waiting on Customer** - Waiting for customer response -5. **โฐ Escalated** - Escalated to higher tier -6. **โœ… Resolved** - Solution provided, pending closure -7. **๐Ÿ”’ Closed** - Case closed - -**Status Transitions**: -```typescript -// Open case (auto-assigned) -await db.doc.update('Case', caseId, { - Status: 'Open', - OwnerId: assignedAgentId, - AssignedDate: new Date() -}); - -// Start working -await db.doc.update('Case', caseId, { - Status: 'In Progress', - FirstResponseTime: new Date() -}); - -// Resolve case -await db.doc.update('Case', caseId, { - Status: 'Resolved', - ActualResolutionTime: new Date(), - Resolution: 'Reset password link sent. Customer confirmed access restored.', - ResolutionCategory: 'Technical Support' -}); - -// Close case -await db.doc.update('Case', caseId, { - Status: 'Closed', - ClosedDate: new Date() -}); -``` - -#### Case Priority - -- **๐Ÿ”ด Critical**: System down, business stopped -- **๐ŸŸ  High**: Major feature not working, significant impact -- **๐ŸŸก Medium**: Feature not working, workaround available -- **๐ŸŸข Low**: Minor issue, cosmetic, question - -### Omni-Channel Support - -Cases can be created from multiple channels: - -#### Origin Channels - -- **๐Ÿ“ง Email**: Email-to-case -- **๐ŸŒ Web**: Web form submission -- **๐Ÿ“ž Phone**: Phone call -- **๐Ÿ’ฌ WeChat**: WeChat integration -- **๐Ÿค– Chat Bot**: Live chat or chatbot -- **๐Ÿ“ฑ Mobile App**: Mobile app submission -- **๐ŸŽฏ Other**: Other channels - -**Email-to-Case Example**: -```typescript -// Automatic case creation from support@yourcompany.com -{ - Subject: email.subject, - Description: email.body, - Origin: 'Email', - ContactId: findOrCreateContact(email.from), - AccountId: contact.AccountId, - Priority: 'Medium', - Status: 'New' -} -``` - -### SLA Management - -#### SLA Tiers - -Define service level agreements by customer tier: - -| Tier | Response Time | Resolution Time | Business Hours | -|------|---------------|-----------------|----------------| -| ๐Ÿ† Platinum | 1 hour | 4 hours | 24/7 | -| ๐Ÿฅ‡ Gold | 2 hours | 8 hours | 24/7 | -| ๐Ÿฅˆ Silver | 4 hours | 1 business day | Business hours | -| ๐Ÿฅ‰ Bronze | 8 hours | 2 business days | Business hours | -| ๐Ÿ“‹ Standard | 1 business day | 5 business days | Business hours | - -#### SLA Calculation - -SLA deadlines are automatically calculated: - -```typescript -// Trigger: Calculate SLA deadlines -const slaRules = { - 'Platinum': { responseHours: 1, resolutionHours: 4, is24x7: true }, - 'Gold': { responseHours: 2, resolutionHours: 8, is24x7: true }, - 'Silver': { responseHours: 4, resolutionHours: 8, is24x7: false }, - 'Bronze': { responseHours: 8, resolutionHours: 16, is24x7: false }, - 'Standard': { responseHours: 24, resolutionHours: 120, is24x7: false } -}; - -const rule = slaRules[case.SLALevel]; - -case.ResponseDueDate = addBusinessHours( - case.CreatedDate, - rule.responseHours, - rule.is24x7 -); - -case.ResolutionDueDate = addBusinessHours( - case.CreatedDate, - rule.resolutionHours, - rule.is24x7 -); - -// Check for SLA violation -if (now() > case.ResolutionDueDate && case.Status !== 'Closed') { - case.IsSLAViolated = true; -} -``` - -### Escalation Management - -Automatic escalation for SLA violations or high-priority cases: - -```typescript -// Trigger: Auto-escalate -if (case.Priority === 'Critical' && !case.IsEscalated) { - // Immediate escalation for critical cases - await db.doc.update('Case', case.Id, { - IsEscalated: true, - EscalatedDate: new Date(), - EscalatedToId: await getSeniorSupportManager(), - EscalationReason: 'Critical priority - automatic escalation' - }); - - await sendEscalationNotification(case.Id); -} - -// Or escalate on SLA breach -if (case.IsSLAViolated && !case.IsEscalated) { - await db.doc.update('Case', case.Id, { - IsEscalated: true, - EscalatedDate: new Date(), - EscalatedToId: case.Owner.ManagerId, - EscalationReason: 'SLA violation - auto-escalated to manager' - }); -} -``` - -### Resolution Tracking - -#### Resolution Categories - -- **๐Ÿ’ป Technical Support**: Technical assistance provided -- **๐Ÿ“š Product Guidance**: How-to help or product education -- **๐Ÿ”ง Configuration Change**: Settings or config updated -- **๐Ÿ› Bug Fix**: Software bug fixed -- **๐Ÿ“ฆ Product Update**: Software update/patch applied -- **๐ŸŽ“ Training**: Training provided -- **โŒ No Fix Needed**: Not a bug or working as designed -- **๐ŸŽฏ Other**: Other resolution type - -#### Root Cause Analysis - -Track why issues occur for future prevention: - -```typescript -await db.doc.update('Case', caseId, { - Resolution: 'Password reset link sent. User successfully logged in.', - RootCause: 'User forgot password after 90-day mandatory reset policy.', - ResolutionCategory: 'Technical Support' -}); -``` - -### Customer Satisfaction - -Track customer happiness with surveys: - -```typescript -// Send satisfaction survey after case closure -await sendSatisfactionSurvey({ - caseId: case.Id, - contactEmail: case.Contact.Email -}); - -// Customer responds -await db.doc.update('Case', case.Id, { - CustomerSatisfaction: 'Very Satisfied', - SatisfactionScore: 5, - CustomerFeedback: 'Agent was very helpful and resolved issue quickly!' -}); -``` - -**Satisfaction Levels**: -- **๐Ÿ˜„ Very Satisfied** (5 points) -- **๐Ÿ™‚ Satisfied** (4 points) -- **๐Ÿ˜ Neutral** (3 points) -- **๐Ÿ˜Ÿ Dissatisfied** (2 points) -- **๐Ÿ˜ก Very Dissatisfied** (1 point) - -### AI Features - -#### Auto-Categorization (AIAutoCategory) - -AI automatically categorizes incoming cases into business categories: - -```typescript -// Input: Case description -"My login is not working. I enter my password but get error: Invalid credentials" - -// AI auto-categorization (sets AIAutoCategory field) -{ - AIAutoCategory: 'Technical', // Business category - // Agent manually sets Type field based on AI suggestion - Type: 'Problem', // Case type - Priority: 'High' // Affects user access -} -``` - -**AI Categories** (auto-populated by AI): -- **Technical**: Technical issues requiring troubleshooting -- **Product**: Product questions or how-to inquiries -- **Billing**: Billing/payment issues -- **Feature**: Feature requests or enhancement ideas -- **Complaint**: Customer complaints or dissatisfaction -- **Other**: Other categories - -Note: `AIAutoCategory` is an AI-suggested business category, while `Type` is the formal case type (Problem, Question, Incident, etc.) set by the agent. - -#### Intelligent Routing (AISuggestedAssignee) - -AI recommends the best agent based on expertise and workload: - -```typescript -// AI analyzes case and suggests agent -{ - AISuggestedAssignee: 'john-smith', - reason: 'John has: - - 95% satisfaction on password reset cases - - Lowest current queue (3 cases) - - Experience with this customer account - - Available now (not in meeting)' -} -``` - -#### Knowledge Base Integration (AIRelatedKnowledge) - -AI finds relevant knowledge articles: - -```typescript -// For case about password reset -{ - AIRelatedKnowledge: ['KB-2026-0015', 'KB-2026-0089', 'KB-2025-0234'], - articles: [ - { - id: 'KB-2026-0015', - title: 'How to Reset Your Password', - relevance: 98 - }, - { - id: 'KB-2026-0089', - title: 'Troubleshooting Login Issues', - relevance: 85 - } - ] -} -``` - -#### Solution Suggestions (AISuggestedSolution) - -AI recommends solutions based on similar cases: - -```typescript -"Suggested Solution (based on 234 similar cases): - -1. Send password reset link to user@example.com -2. Verify email delivery (check spam folder) -3. If link expired, generate new one (valid 24 hours) -4. If still failing, check account status: - - Is account locked? (unlock required) - - Is account expired? (reactivate required) - -95% of similar cases resolved with Step 1-2. -Average resolution time: 15 minutes." -``` - -#### Sentiment Analysis (AISentimentAnalysis) - -Understand customer emotion: - -- **๐Ÿ˜Š Positive**: Happy, satisfied customer -- **๐Ÿ˜ Neutral**: Informational, neutral tone -- **๐Ÿ˜Ÿ Negative**: Frustrated, concerned -- **๐Ÿ˜ก Angry**: Very upset, escalate immediately - -```typescript -// Angry customer detected -if (case.AISentimentAnalysis === 'Angry') { - await db.doc.update('Case', case.Id, { - Priority: 'High', - IsEscalated: true, - EscalatedToId: customerSuccessManagerId - }); - - await sendImmediateNotification({ - to: customerSuccessManagerId, - message: `Angry customer detected: ${case.CaseNumber}` - }); -} -``` - -### List Views - -1. **All Cases**: All cases in system -2. **My Cases**: Cases owned by me, not closed -3. **Open Cases**: Status not in [Closed, Resolved] -4. **High Priority**: Priority in [Critical, High], not closed -5. **Escalated**: IsEscalated = true, not closed -6. **SLA Violations**: IsSLAViolated = true -7. **Recently Closed**: Closed in last 30 days - -## Knowledge Base - -### Knowledge Object - -The Knowledge object stores help articles, FAQs, and solutions. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| KnowledgeNumber | AutoNumber | Auto-generated KB number (KB-YYYY-0000) | -| Title | Text | Article title (required) | -| UrlName | Text | URL-friendly name (unique) | -| Summary | Textarea | Brief summary (required) | -| Content | Textarea | Full article content (required) | -| Category | Picklist | Article category | -| SubCategory | Text | Sub-category | -| Tags | Text | Comma-separated tags | -| ProductId | Reference | Related product | -| Status | Picklist | Draft, In Review, Published, Archived | -| PublishedDate | DateTime | When published | -| Visibility | Picklist | Public, Internal, Customer Portal, Partner | -| RequireLogin | Checkbox | Require authentication to view? | -| ViewCount | Number | Times viewed (calculated) | -| HelpfulCount | Number | "Helpful" votes | -| NotHelpfulCount | Number | "Not helpful" votes | -| HelpfulScore | Percent | Helpfulness percentage (calculated) | -| AverageRating | Number | Average rating 1-5 | -| CasesResolvedCount | Number | Cases resolved using this article | -| AuthorId | Reference | Article author | -| ReviewerId | Reference | Reviewer/approver | -| LastReviewedDate | Date | Last review date | -| NextReviewDate | Date | When to review again | -| VersionNumber | Number | Article version (1.0, 1.1, etc.) | - -#### Article Categories - -- **๐Ÿ“˜ Product Guide**: Product documentation and guides -- **โ“ FAQ**: Frequently asked questions -- **๐Ÿ”ง Troubleshooting**: Problem-solving guides -- **๐ŸŽ“ Tutorial**: Step-by-step tutorials -- **๐Ÿ“‹ Best Practices**: Recommended practices -- **๐Ÿ†• New Features**: New feature announcements -- **๐Ÿ“– API Documentation**: Developer documentation -- **๐ŸŽฏ Other**: Other content types - -#### Article Status Flow - -1. **๐Ÿ“ Draft** - Being written -2. **๐Ÿ” In Review** - Under review by SME/manager -3. **โœ… Published** - Live and available -4. **๐Ÿ“ฆ Archived** - Retired/outdated - -```typescript -// Submit for review -await db.doc.update('Knowledge', articleId, { - Status: 'In Review', - ReviewerId: await getKnowledgeReviewer() -}); - -// Publish article -await db.doc.update('Knowledge', articleId, { - Status: 'Published', - PublishedDate: new Date(), - UrlName: generateUrlSlug(article.Title) // e.g., 'how-to-reset-password' -}); -``` - -### Visibility Control - -Control who can see articles: - -- **๐ŸŒ Public**: Anyone on internet (no login) -- **๐Ÿ”’ Internal**: Employees only -- **๐ŸŽซ Customer Portal**: Logged-in customers -- **๐Ÿค Partner**: Partners and resellers - -```typescript -// Public FAQ -{ - Title: 'How to Reset Your Password', - Category: 'FAQ', - Visibility: 'Public', - RequireLogin: false -} - -// Internal troubleshooting guide -{ - Title: 'Advanced Database Troubleshooting', - Category: 'Troubleshooting', - Visibility: 'Internal', - RequireLogin: true -} -``` - -### Version Control - -Track article changes over time: - -```typescript -// Major update -await db.doc.update('Knowledge', articleId, { - VersionNumber: 2.0, - VersionNotes: 'Updated for 2026 product release. Added new section on AI features.', - LastReviewedDate: new Date(), - NextReviewDate: addMonths(new Date(), 6) // Review in 6 months -}); - -// Minor update -await db.doc.update('Knowledge', articleId, { - VersionNumber: 2.1, - VersionNotes: 'Fixed typos and updated screenshots.' -}); -``` - -### Article Analytics - -Track article performance: - -```typescript -// View tracking -{ - ViewCount: 1523, - HelpfulCount: 1289, - NotHelpfulCount: 45, - HelpfulScore: 96.6, // (1289 / (1289 + 45)) * 100 - AverageRating: 4.7, - CasesResolvedCount: 234 // Cases linked to this article -} - -// Identify top articles -const topArticles = await db.find('Knowledge', { - filters: [['Status', '=', 'Published']], - orderBy: { field: 'HelpfulScore', direction: 'desc' }, - limit: 10 -}); -``` - -### AI Features - -#### Auto-Generated Summaries (AIGeneratedSummary) - -AI creates concise summaries: - -```typescript -// Input: Long article content (2000 words) -// AI Output: -"This article explains how to reset your password in 3 simple steps: -1. Click 'Forgot Password' on login page -2. Check email for reset link (valid 24 hours) -3. Create new password meeting security requirements - -Common issues covered: email not received, link expired, account locked." -``` - -#### Related Articles (AIRelatedArticles) - -AI finds similar content: - -```typescript -// For article "How to Reset Password" -{ - AIRelatedArticles: [ - 'KB-2026-0089: Troubleshooting Login Issues', - 'KB-2026-0156: Account Security Best Practices', - 'KB-2025-0245: Two-Factor Authentication Setup' - ] -} -``` - -#### Vector Embeddings for RAG (AIEmbedding) - -Enable AI chatbot with semantic search: - -```typescript -// AI creates vector embedding for semantic search -{ - AIEmbedding: "[0.123, -0.456, 0.789, ...]", // 1536-dimension vector - AIQAScore: 94 // Quality score for Q&A usage -} - -// Semantic search example -const results = await semanticSearch( - "I can't log in", - { - collection: 'knowledge', - topK: 5 - } -); -// Returns: "How to Reset Password" (even though query didn't mention "password") -``` - -#### AI Q&A Chatbot - -Use knowledge base for AI-powered support: - -```typescript -// Customer asks question -const question = "My password isn't working"; - -// AI retrieves relevant articles -const context = await vectorSearch(question, 'Knowledge'); - -// AI generates answer -const answer = await aiGenerateAnswer({ - question: question, - context: context, - sources: true -}); - -console.log(answer); -// "To reset your password: -// 1. Click 'Forgot Password' on the login page -// 2. Enter your email address -// 3. Check your email for a reset link -// -// Sources: KB-2026-0015, KB-2026-0089" -``` - -### List Views - -1. **All Articles**: All knowledge articles -2. **Published**: Status = Published -3. **My Articles**: Articles I authored -4. **Need Review**: Status = In Review -5. **Most Helpful**: Sorted by HelpfulScore -6. **Popular Articles**: Sorted by ViewCount -7. **FAQ**: Category = FAQ - -## Best Practices - -### Case Management - -1. **Respond Quickly**: Aim for first response within SLA -2. **Set Clear Priorities**: Use priority correctly (Critical = business down) -3. **Document Thoroughly**: Write clear resolution notes for future reference -4. **Link Knowledge**: Attach related KB articles to cases -5. **Track Satisfaction**: Always send satisfaction surveys -6. **Analyze Trends**: Review common case types monthly -7. **Use AI Suggestions**: Review AI-recommended solutions before researching -8. **Close Promptly**: Don't leave resolved cases open - -### Knowledge Base - -1. **Write Clearly**: Use simple, clear language -2. **Add Screenshots**: Include visual aids -3. **Keep Updated**: Review articles quarterly -4. **Use Categories**: Properly categorize for discoverability -5. **Tag Thoroughly**: Add relevant tags for search -6. **Test Solutions**: Verify steps work before publishing -7. **Track Performance**: Monitor HelpfulScore and update low-scoring articles -8. **Leverage AI**: Use AI-generated summaries as starting point -9. **Version Control**: Document significant changes in VersionNotes -10. **Make Searchable**: Optimize titles and summaries for search - -## Example Workflows - -### Complete Case Resolution Workflow - -```typescript -// 1. Customer submits case via email -const caseData = { - Subject: 'Cannot access my account', - Description: 'I try to log in but it says my password is incorrect', - Origin: 'Email', - ContactId: contactId, - AccountId: accountId, - Priority: 'Medium', - Status: 'New' -}; - -const newCase = await db.doc.create('Case', caseData); - -// 2. AI auto-categorizes and assigns -// (Automatic via trigger) -{ - AIAutoCategory: 'Technical', - AISuggestedAssignee: 'agent-john-smith', - AIRelatedKnowledge: ['KB-2026-0015', 'KB-2026-0089'], - AISuggestedSolution: '...', - AISentimentAnalysis: 'Neutral', - OwnerId: 'agent-john-smith' -} - -// 3. Agent reviews AI suggestions and responds -await db.doc.update('Case', newCase.Id, { - Status: 'In Progress', - FirstResponseTime: new Date() -}); - -await sendEmailToCustomer({ - caseId: newCase.Id, - template: 'first-response', - content: 'I\'ve sent a password reset link to your email...' -}); - -// 4. Agent resolves case -await db.doc.update('Case', newCase.Id, { - Status: 'Resolved', - ActualResolutionTime: new Date(), - Resolution: 'Sent password reset link. Customer confirmed successful login.', - ResolutionCategory: 'Technical Support', - RootCause: 'User forgot password', - LinkedKnowledgeArticleId: 'KB-2026-0015' -}); - -// 5. Customer satisfaction survey -await sendSatisfactionSurvey(newCase.Id); - -// 6. Customer responds (via email link) -await db.doc.update('Case', newCase.Id, { - CustomerSatisfaction: 'Very Satisfied', - SatisfactionScore: 5, - CustomerFeedback: 'Quick response and clear instructions!' -}); - -// 7. Auto-close after 3 days -await db.doc.update('Case', newCase.Id, { - Status: 'Closed', - ClosedDate: new Date() -}); - -// 8. Update knowledge article stats -await db.doc.update('Knowledge', 'KB-2026-0015', { - CasesResolvedCount: increment(1) -}); -``` - -### Knowledge Article Creation Workflow - -```typescript -// 1. Create draft article -const article = await db.doc.create('Knowledge', { - Title: 'How to Reset Your Password', - Category: 'FAQ', - SubCategory: 'Account Access', - Tags: 'password, reset, login, access', - Summary: 'Step-by-step guide to reset your password', - Content: ` - # How to Reset Your Password - - If you've forgotten your password, follow these steps: - - ## Step 1: Navigate to Login Page - Go to https://app.hotcrm.com/login - - ## Step 2: Click "Forgot Password" - Below the login form, click the "Forgot Password?" link - - ## Step 3: Enter Email Address - Enter the email address associated with your account - - ## Step 4: Check Your Email - You'll receive a password reset link within 5 minutes - - ## Step 5: Create New Password - Click the link and create a new password that meets requirements: - - At least 8 characters - - One uppercase letter - - One number - - One special character - - ## Troubleshooting - - **Didn't receive email?** Check spam folder - - **Link expired?** Generate a new reset link (valid 24 hours) - - **Account locked?** Contact support@hotcrm.com - `, - Status: 'Draft', - Visibility: 'Public', - RequireLogin: false, - AuthorId: currentUserId -}); - -// 2. AI generates summary and embeddings -// (Automatic via trigger) -{ - AIGeneratedSummary: '...', - AIEmbedding: '[0.123, -0.456, ...]', - AIQAScore: 92 -} - -// 3. Submit for review -await db.doc.update('Knowledge', article.Id, { - Status: 'In Review', - ReviewerId: knowledgeManagerId -}); - -// 4. Reviewer approves -await db.doc.update('Knowledge', article.Id, { - Status: 'Published', - PublishedDate: new Date(), - UrlName: 'how-to-reset-password', - NextReviewDate: addMonths(new Date(), 6) -}); - -// 5. Article gets views and feedback -// (Tracked automatically) -{ - ViewCount: 1523, - HelpfulCount: 1289, - NotHelpfulCount: 45, - HelpfulScore: 96.6, - CasesResolvedCount: 234 -} - -// 6. Periodic review -await db.doc.update('Knowledge', article.Id, { - LastReviewedDate: new Date(), - NextReviewDate: addMonths(new Date(), 6), - VersionNumber: 1.1, - VersionNotes: 'Updated screenshots for new UI' -}); -``` - -## Queue Management - -### Queue Object - -Support queues organize and distribute cases to teams of agents. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Queue name (required) | -| DeveloperName | Text | API name (unique, required) | -| Description | Textarea | Queue description | -| Email | Email | Queue email address | -| IsActive | Checkbox | Queue is active | -| SupportedObjects | Picklist | Objects this queue supports (Case, Lead, etc.) | -| MaxQueueSize | Number | Maximum cases in queue | -| CurrentQueueSize | Number | Current cases in queue (calculated) | -| AverageWaitTime | Number | Average wait time in minutes (calculated) | - -**Example Usage**: -```typescript -// Create support queue -const queue = await db.doc.create('Queue', { - Name: 'Technical Support - Tier 1', - DeveloperName: 'tech_support_tier1', - Description: 'First-line technical support', - Email: 'tech-support@company.com', - IsActive: true, - SupportedObjects: 'Case', - MaxQueueSize: 50 -}); -``` - -### Queue Member Object - -Defines which users are members of which queues. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| QueueId | Reference | Queue (required) | -| UserId | Reference | User/Agent (required) | -| JoinedDate | DateTime | When user joined queue | -| IsActive | Checkbox | Member is active | -| MaxConcurrentCases | Number | Max simultaneous cases | -| CurrentCaseLoad | Number | Current assigned cases (calculated) | -| SkillLevel | Picklist | Beginner, Intermediate, Advanced, Expert | - -**Example Usage**: -```typescript -// Add agent to queue -await db.doc.create('QueueMember', { - QueueId: queueId, - UserId: agentId, - IsActive: true, - MaxConcurrentCases: 10, - SkillLevel: 'Advanced' -}); -``` - -## Intelligent Routing & Assignment - -### Routing Rule Object - -Automated rules for assigning cases to the right queue or agent. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Rule name (required) | -| IsActive | Checkbox | Rule is active | -| Priority | Number | Rule priority (1-100, higher = earlier) | -| ObjectType | Picklist | Case, Lead, etc. | -| Conditions | Textarea | JSON conditions | -| AssignToQueueId | Reference | Target queue | -| AssignToUserId | Reference | Target user | -| NotifyAssignee | Checkbox | Send notification to assignee | - -**Example Usage**: -```typescript -// Route VIP customer cases to senior team -await db.doc.create('RoutingRule', { - Name: 'VIP Customer Cases', - IsActive: true, - Priority: 100, - ObjectType: 'Case', - Conditions: JSON.stringify({ - 'Account.CustomerTier': 'VIP', - 'Priority': ['Critical', 'High'] - }), - AssignToQueueId: vipSupportQueueId, - NotifyAssignee: true -}); - -// Route by product -await db.doc.create('RoutingRule', { - Name: 'Mobile App Issues', - IsActive: true, - Priority: 80, - ObjectType: 'Case', - Conditions: JSON.stringify({ - 'Product.Name': { contains: 'Mobile App' } - }), - AssignToQueueId: mobileTeamQueueId -}); -``` - -### Skill Object - -Define skills/expertise areas for intelligent routing. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Skill name (required) | -| DeveloperName | Text | API name (unique) | -| Description | Textarea | Skill description | -| Category | Picklist | Technical, Product, Language, Industry | -| IsActive | Checkbox | Skill is active | - -**Example Skills**: -```typescript -// Technical skills -await db.doc.create('Skill', { - Name: 'Database Administration', - DeveloperName: 'database_admin', - Category: 'Technical', - IsActive: true -}); - -// Language skills -await db.doc.create('Skill', { - Name: 'Spanish Language', - DeveloperName: 'lang_spanish', - Category: 'Language', - IsActive: true -}); - -// Product skills -await db.doc.create('Skill', { - Name: 'Mobile App Expert', - DeveloperName: 'product_mobile_app', - Category: 'Product', - IsActive: true -}); -``` - -### Agent Skill Object - -Maps agents to their skills with proficiency levels. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| UserId | Reference | Agent/User (required) | -| SkillId | Reference | Skill (required) | -| ProficiencyLevel | Picklist | Beginner, Intermediate, Advanced, Expert | -| YearsExperience | Number | Years of experience | -| CertifiedDate | Date | Certification date | -| LastUsedDate | Date | Last time skill was used | - -**Example Usage**: -```typescript -// Assign skills to agent -await db.doc.create('AgentSkill', { - UserId: agentId, - SkillId: databaseSkillId, - ProficiencyLevel: 'Expert', - YearsExperience: 5, - CertifiedDate: new Date('2021-06-15') -}); - -// Skill-based routing -const bestAgent = await findBestAgent({ - requiredSkill: 'database_admin', - minProficiency: 'Advanced', - availability: 'available' -}); -``` - -## SLA Management System - -### SLA Policy Object - -Define service level agreement policies for different customer tiers. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Policy name (required) | -| Description | Textarea | Policy description | -| IsActive | Checkbox | Policy is active | -| CustomerTier | Picklist | Platinum, Gold, Silver, Bronze, Standard | -| IsDefault | Checkbox | Default policy | -| BusinessHoursId | Reference | Business hours calendar | - -**Example Usage**: -```typescript -// Platinum SLA Policy -await db.doc.create('SLAPolicy', { - Name: 'Platinum Support SLA', - IsActive: true, - CustomerTier: 'Platinum', - BusinessHoursId: '24x7BusinessHoursId' -}); -``` - -### SLA Template Object - -Templates defining specific SLA milestones and timelines. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Template name (required) | -| SLAPolicyId | Reference | Parent policy (required) | -| MilestoneType | Picklist | First Response, Resolution, Update | -| TargetMinutes | Number | Time limit in minutes | -| Priority | Picklist | Critical, High, Medium, Low | -| IsActive | Checkbox | Template is active | - -**Example Usage**: -```typescript -// Platinum: Critical priority response time -await db.doc.create('SLATemplate', { - Name: 'Platinum Critical - First Response', - SLAPolicyId: platinumPolicyId, - MilestoneType: 'First Response', - TargetMinutes: 60, // 1 hour - Priority: 'Critical', - IsActive: true -}); - -// Platinum: Critical priority resolution time -await db.doc.create('SLATemplate', { - Name: 'Platinum Critical - Resolution', - SLAPolicyId: platinumPolicyId, - MilestoneType: 'Resolution', - TargetMinutes: 240, // 4 hours - Priority: 'Critical', - IsActive: true -}); -``` - -### SLA Milestone Object - -Track actual SLA milestone performance on each case. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| CaseId | Reference | Case (required) | -| SLATemplateId | Reference | SLA Template (required) | -| MilestoneType | Picklist | First Response, Resolution | -| TargetDate | DateTime | Deadline (calculated) | -| CompletionDate | DateTime | When achieved | -| IsViolated | Checkbox | SLA violated (calculated) | -| ActualMinutes | Number | Time taken (calculated) | -| BusinessMinutes | Number | Business time taken (calculated) | - -**Example Usage**: -```typescript -// SLA milestone tracking (automatic via trigger) -const milestone = await db.doc.create('SLAMilestone', { - CaseId: caseId, - SLATemplateId: templateId, - MilestoneType: 'First Response', - TargetDate: addBusinessMinutes(new Date(), 60, businessHoursId) -}); - -// Mark milestone complete -await db.doc.update('SLAMilestone', milestone.Id, { - CompletionDate: new Date(), - IsViolated: false, - ActualMinutes: 45 -}); -``` - -## Business Hours & Holidays - -### Business Hours Object - -Define operating hours for accurate SLA calculations. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Business hours name (required) | -| TimeZone | Picklist | Time zone | -| Is24x7 | Checkbox | 24/7 coverage | -| MondayStart | Time | Monday start time | -| MondayEnd | Time | Monday end time | -| TuesdayStart | Time | Tuesday start time | -| TuesdayEnd | Time | Tuesday end time | -| WednesdayStart | Time | Wednesday start time | -| WednesdayEnd | Time | Wednesday end time | -| ThursdayStart | Time | Thursday start time | -| ThursdayEnd | Time | Thursday end time | -| FridayStart | Time | Friday start time | -| FridayEnd | Time | Friday end time | -| SaturdayStart | Time | Saturday start time (optional) | -| SaturdayEnd | Time | Saturday end time (optional) | -| SundayStart | Time | Sunday start time (optional) | -| SundayEnd | Time | Sunday end time (optional) | -| HolidayCalendarId | Reference | Holiday calendar | - -**Example Usage**: -```typescript -// Standard business hours (9-5 weekdays) -await db.doc.create('BusinessHours', { - Name: 'Standard Business Hours (PST)', - TimeZone: 'America/Los_Angeles', - Is24x7: false, - MondayStart: '09:00', - MondayEnd: '17:00', - TuesdayStart: '09:00', - TuesdayEnd: '17:00', - WednesdayStart: '09:00', - WednesdayEnd: '17:00', - ThursdayStart: '09:00', - ThursdayEnd: '17:00', - FridayStart: '09:00', - FridayEnd: '17:00', - HolidayCalendarId: usHolidayCalendarId -}); - -// 24/7 Support -await db.doc.create('BusinessHours', { - Name: '24/7 Global Support', - TimeZone: 'UTC', - Is24x7: true -}); -``` - -### Holiday Calendar Object - -Group holidays for business hours calculations. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Calendar name (required) | -| Description | Textarea | Calendar description | -| Country | Text | Country code (US, UK, etc.) | -| IsActive | Checkbox | Calendar is active | - -**Example Usage**: -```typescript -await db.doc.create('HolidayCalendar', { - Name: 'US Federal Holidays', - Country: 'US', - IsActive: true -}); -``` - -### Holiday Object - -Individual holiday definitions. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Holiday name (required) | -| HolidayCalendarId | Reference | Calendar (required) | -| HolidayDate | Date | Date of holiday (required) | -| IsRecurring | Checkbox | Recurs annually | -| RecurrenceRule | Text | Recurrence pattern | -| Description | Textarea | Holiday description | - -**Example Usage**: -```typescript -// Fixed date holiday -await db.doc.create('Holiday', { - Name: 'New Year\'s Day', - HolidayCalendarId: usCalendarId, - HolidayDate: new Date('2026-01-01'), - IsRecurring: true, - RecurrenceRule: 'YEARLY on January 1' -}); - -// Floating holiday (e.g., Thanksgiving) -await db.doc.create('Holiday', { - Name: 'Thanksgiving', - HolidayCalendarId: usCalendarId, - HolidayDate: new Date('2026-11-26'), - IsRecurring: true, - RecurrenceRule: 'YEARLY on 4th Thursday of November' -}); -``` - -## Escalation Management - -### Escalation Rule Object - -Automated escalation rules for critical cases or SLA violations. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Rule name (required) | -| IsActive | Checkbox | Rule is active | -| Priority | Number | Rule priority (1-100) | -| TriggerType | Picklist | SLA Violation, Time-Based, Priority-Based | -| Conditions | Textarea | JSON conditions | -| EscalateAfterMinutes | Number | Minutes before escalation | -| EscalateToUserId | Reference | Escalate to user | -| EscalateToQueueId | Reference | Escalate to queue | -| NotifyManager | Checkbox | Notify manager | -| NotifyExecutive | Checkbox | Notify executive team | - -**Example Usage**: -```typescript -// Auto-escalate critical cases -await db.doc.create('EscalationRule', { - Name: 'Critical Priority Auto-Escalation', - IsActive: true, - Priority: 100, - TriggerType: 'Priority-Based', - Conditions: JSON.stringify({ - 'Priority': 'Critical', - 'Status': ['New', 'Open'] - }), - EscalateAfterMinutes: 0, // Immediate - EscalateToQueueId: seniorSupportQueueId, - NotifyManager: true, - NotifyExecutive: true -}); - -// SLA violation escalation -await db.doc.create('EscalationRule', { - Name: 'SLA Violation Escalation', - IsActive: true, - Priority: 90, - TriggerType: 'SLA Violation', - Conditions: JSON.stringify({ - 'IsSLAViolated': true, - 'Status': { notIn: ['Closed', 'Resolved'] } - }), - EscalateToUserId: supportManagerId, - NotifyManager: true -}); - -// Time-based escalation -await db.doc.create('EscalationRule', { - Name: 'Open Case Too Long', - IsActive: true, - Priority: 70, - TriggerType: 'Time-Based', - Conditions: JSON.stringify({ - 'Status': 'Open', - 'Priority': 'High' - }), - EscalateAfterMinutes: 480, // 8 hours - EscalateToUserId: teamLeadId -}); -``` - -## Omni-Channel Integration - -### Web-to-Case Object - -Capture cases from web forms. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Form name (required) | -| FormUrl | URL | Form URL | -| IsActive | Checkbox | Form is active | -| DefaultOwnerId | Reference | Default case owner | -| DefaultPriority | Picklist | Default priority | -| DefaultStatus | Picklist | Default status | -| AutoResponseTemplate | Textarea | Auto-response email | -| RequireCaptcha | Checkbox | Require CAPTCHA | -| AllowedDomains | Text | Comma-separated allowed domains | - -**Example Usage**: -```typescript -await db.doc.create('WebToCase', { - Name: 'Support Contact Form', - FormUrl: 'https://company.com/support', - IsActive: true, - DefaultOwnerId: supportQueueId, - DefaultPriority: 'Medium', - DefaultStatus: 'New', - AutoResponseTemplate: 'Thank you for contacting support...', - RequireCaptcha: true -}); -``` - -### Email-to-Case Object - -Automatic case creation from emails. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Name | Text | Email configuration name (required) | -| EmailAddress | Email | Support email address (required) | -| IsActive | Checkbox | Configuration is active | -| RoutingAddress | Email | Routing email | -| DefaultOwnerId | Reference | Default case owner | -| DefaultPriority | Picklist | Default priority | -| AutoResponseEnabled | Checkbox | Send auto-response | -| AutoResponseTemplate | Textarea | Auto-response template | -| ThreadingEnabled | Checkbox | Enable email threading | - -**Example Usage**: -```typescript -await db.doc.create('EmailToCase', { - Name: 'General Support Email', - EmailAddress: 'support@company.com', - IsActive: true, - DefaultOwnerId: supportQueueId, - DefaultPriority: 'Medium', - AutoResponseEnabled: true, - AutoResponseTemplate: 'We received your email and will respond within 24 hours.', - ThreadingEnabled: true -}); -``` - -### Social Media Case Object - -Track cases from social media channels. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| CaseId | Reference | Related case (required) | -| Platform | Picklist | Twitter, Facebook, LinkedIn, Instagram, WeChat | -| PostId | Text | Social media post ID | -| PostUrl | URL | Link to post | -| AuthorHandle | Text | Social media handle | -| PostContent | Textarea | Post content | -| PostedDate | DateTime | When posted | -| Sentiment | Picklist | Positive, Neutral, Negative, Angry | -| IsPublic | Checkbox | Public post | -| FollowerCount | Number | Author's follower count | -| EngagementScore | Number | Likes + shares + comments | - -**Example Usage**: -```typescript -// Track Twitter mention -await db.doc.create('SocialMediaCase', { - CaseId: caseId, - Platform: 'Twitter', - PostId: '123456789', - PostUrl: 'https://twitter.com/user/status/123456789', - AuthorHandle: '@customer', - PostContent: '@YourCompany app is not loading...', - PostedDate: new Date(), - Sentiment: 'Negative', - IsPublic: true, - FollowerCount: 5420, - EngagementScore: 15 -}); -``` - -## Community & Self-Service - -### Forum Topic Object - -Community forum discussion topics. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| Title | Text | Topic title (required) | -| Body | Textarea | Topic content (required) | -| Category | Picklist | General, Product, Technical, Ideas | -| Tags | Text | Comma-separated tags | -| AuthorId | Reference | Topic author (required) | -| Status | Picklist | Open, Answered, Closed | -| IsPinned | Checkbox | Pinned to top | -| IsLocked | Checkbox | No new replies | -| ViewCount | Number | Times viewed | -| ReplyCount | Number | Number of replies (calculated) | -| LastActivityDate | DateTime | Last reply date | -| BestAnswerId | Reference | Best answer post | - -**Example Usage**: -```typescript -await db.doc.create('ForumTopic', { - Title: 'How to integrate with Salesforce?', - Body: 'I need help setting up the Salesforce integration...', - Category: 'Technical', - Tags: 'integration, salesforce, api', - AuthorId: userId, - Status: 'Open', - IsPinned: false -}); -``` - -### Forum Post Object - -Replies to forum topics. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| ForumTopicId | Reference | Parent topic (required) | -| Body | Textarea | Post content (required) | -| AuthorId | Reference | Post author (required) | -| ParentPostId | Reference | Reply to post (for threading) | -| IsAnswer | Checkbox | Marked as answer | -| LikeCount | Number | Number of likes | -| IsFlagged | Checkbox | Flagged for moderation | -| FlagReason | Text | Reason for flag | - -**Example Usage**: -```typescript -// Reply to topic -await db.doc.create('ForumPost', { - ForumTopicId: topicId, - Body: 'You can use our REST API to integrate...', - AuthorId: supportAgentId -}); - -// Mark as best answer -await db.doc.update('ForumPost', postId, { - IsAnswer: true -}); - -await db.doc.update('ForumTopic', topicId, { - Status: 'Answered', - BestAnswerId: postId -}); -``` - -## Customer Portal - -### Portal User Object - -Self-service portal users (customers, partners). - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| ContactId | Reference | Related contact (required) | -| AccountId | Reference | Related account (required) | -| Username | Text | Portal username (unique, required) | -| Email | Email | Email address (required) | -| IsActive | Checkbox | User is active | -| UserType | Picklist | Customer, Partner, Community | -| LastLoginDate | DateTime | Last login time | -| LoginCount | Number | Total login count | -| PasswordResetRequired | Checkbox | Must reset password | -| TwoFactorEnabled | Checkbox | 2FA enabled | -| LanguagePreference | Picklist | en, es, fr, de, zh, ja | -| TimeZone | Picklist | User's time zone | - -**Example Usage**: -```typescript -// Create portal user -await db.doc.create('PortalUser', { - ContactId: contactId, - AccountId: accountId, - Username: 'john.doe@customer.com', - Email: 'john.doe@customer.com', - IsActive: true, - UserType: 'Customer', - PasswordResetRequired: true, - LanguagePreference: 'en', - TimeZone: 'America/Los_Angeles' -}); -``` - -**Portal Capabilities**: -- Submit and track support cases -- Search knowledge base -- Participate in community forums -- View account information -- Download contracts and invoices -- Chat with support agents - -## Case Comments - -### Case Comment Object - -Comments and internal notes on cases. - -#### Core Fields - -| Field | Type | Description | -|-------|------|-------------| -| CaseId | Reference | Parent case (required) | -| Body | Textarea | Comment content (required) | -| CreatedById | Reference | Comment author (required) | -| IsPublished | Checkbox | Visible to customer | -| IsInternal | Checkbox | Internal note only | -| AttachmentCount | Number | Number of attachments | - -**Example Usage**: -```typescript -// Public comment (visible to customer) -await db.doc.create('CaseComment', { - CaseId: caseId, - Body: 'I\'ve reset your password. Please check your email.', - CreatedById: agentId, - IsPublished: true, - IsInternal: false -}); - -// Internal note (agent only) -await db.doc.create('CaseComment', { - CaseId: caseId, - Body: 'Customer is frustrated. Senior engineer needed.', - CreatedById: agentId, - IsPublished: false, - IsInternal: true -}); -``` - -## Integration Workflows - -### Complete Omni-Channel Case Flow - -```typescript -// 1. Email arrives at support@company.com -// 2. Email-to-Case creates new case -const emailCase = { - Subject: email.subject, - Description: email.body, - Origin: 'Email', - ContactId: findOrCreateContact(email.from), - Priority: 'Medium', - Status: 'New' -}; - -const newCase = await db.doc.create('Case', emailCase); - -// 3. Routing Rules evaluate -const routingRule = await evaluateRoutingRules(newCase); - -// 4. Skill-based assignment -const bestAgent = await findBestAgent({ - requiredSkills: ['email_support', 'product_billing'], - minProficiency: 'Intermediate', - queueId: routingRule.AssignToQueueId, - maxCaseLoad: 10 -}); - -// 5. Assign case and create SLA milestones -await db.doc.update('Case', newCase.Id, { - OwnerId: bestAgent.Id, - Status: 'Open' -}); - -const slaTemplates = await getSLATemplates(newCase); -for (const template of slaTemplates) { - await db.doc.create('SLAMilestone', { - CaseId: newCase.Id, - SLATemplateId: template.Id, - TargetDate: calculateTargetDate(template, businessHours) - }); -} - -// 6. Agent responds -await db.doc.create('CaseComment', { - CaseId: newCase.Id, - Body: 'I\'ve reviewed your billing inquiry...', - IsPublished: true -}); - -// 7. Mark first response milestone complete -await completeMilestone(newCase.Id, 'First Response'); - -// 8. Escalation rule triggers if needed -if (isOverdue(newCase)) { - await escalateCase(newCase.Id, escalationRule); -} - -// 9. Resolve case -await db.doc.update('Case', newCase.Id, { - Status: 'Resolved', - Resolution: 'Billing corrected. Refund issued.', - ResolutionCategory: 'Billing Issue' -}); - -// 10. Complete resolution milestone -await completeMilestone(newCase.Id, 'Resolution'); - -// 11. Send satisfaction survey -await sendSurvey(newCase.Id); -``` - -## Next Steps - -- [Sales Automation](/docs/features/sales-automation) - Link cases to accounts and contracts -- [Contracts & Payments](/docs/features/contracts-payments) - Support service contracts -- [AI Capabilities](/docs/ai/overview) - Deep dive into AI features -- [Creating Objects](/docs/development/creating-objects) - Customize case and knowledge objects diff --git a/content/docs/index.mdx b/content/docs/index.mdx index 66f9d3c8d..2e823f101 100644 --- a/content/docs/index.mdx +++ b/content/docs/index.mdx @@ -5,31 +5,72 @@ description: Enterprise-level CRM system built on @objectstack/spec protocol # Welcome to HotCRM -HotCRM is a **comprehensive, AI-native enterprise CRM** system covering the complete Lead-to-Cash lifecycle. Built on the @objectstack/spec protocol, it delivers: +HotCRM is a **world-class Customer Relationship Management system** that helps businesses grow revenue, improve efficiency, and deliver exceptional customer experiences. -- **Complete CRM Suite**: 36 core objects (TypeScript) spanning Marketing, Sales, Service, and Finance domains -- **Metadata-Driven Architecture**: All objects defined through TypeScript (type-safe) -- **ObjectQL**: Type-safe query language replacing traditional SQL -- **AI-First Design**: Every major feature enhanced with AI capabilities -- **Modern UI/UX**: Apple/Linear-inspired design with Tailwind CSS -- **Enterprise-Ready**: SLA management, approval workflows, multi-currency support -- **Monorepo Architecture**: Modular package structure for deep customization +## What Makes HotCRM Different? + +๐ŸŽฏ **Built for Business Users** - Intuitive interface designed for how people actually work, not how software engineers think + +๐Ÿค– **AI-Native** - Intelligence built into every feature from day one, not bolted on as expensive add-ons + +โšก **Lightning Fast** - Modern architecture that's 10x faster than legacy CRM systems + +๐Ÿ’ฐ **Transparent Pricing** - Open source MIT license with self-hosted option. No hidden fees or paywalls. + +๐Ÿ”ง **Fully Customizable** - Metadata-driven architecture lets you customize everything without code -## Quick Links +## Quick Start by Role - - Learn how to install and set up HotCRM + + Manage your pipeline, close more deals, forecast accurately - - Understand the core architecture and design principles + + Generate leads, run campaigns, track ROI + + + Deliver fast, personalized support across all channels + + + Install, configure, and customize HotCRM - - Explore all available features and capabilities + + +## Core Capabilities + +### ๐Ÿ“Š Complete Lead-to-Cash Platform + +Track every customer interaction from first contact through renewal: + +1. **[Lead Management](/docs/features/lead-management)** - Multi-channel lead capture, AI scoring, and qualification +2. **[Sales Automation](/docs/features/sales-automation)** - 360ยฐ customer view, pipeline management, activity tracking +3. **[Product & Quotes](/docs/features/product-pricing)** - CPQ (Configure, Price, Quote) with smart pricing +4. **[Contracts](/docs/features/contracts-payments)** - Contract lifecycle and renewal management +5. **[Customer Service](/docs/features/customer-service)** - Omni-channel support with SLA tracking +6. **[AI Intelligence](/docs/ai/overview)** - 25+ AI features across all modules + +### ๐Ÿ’ก Business Value + +- **Increase Revenue**: 40% more opportunities per rep, 25% better win rates +- **Improve Efficiency**: 50% less admin time, automated workflows +- **Enhance Experience**: 95%+ customer satisfaction, 30% faster support +- **Make Better Decisions**: Real-time insights, AI predictions, accurate forecasts + +## Technical Excellence + + + + Metadata-driven design with TypeScript Build custom objects and business logic + + REST API and ObjectQL query language + + + Explore 25+ AI-powered features + ## Key Statistics