Supply Chain Documentation

Customer Relationship Management in Odoo

1. Purpose

This document outlines the Customer Relationship Management (CRM) Flow, detailing the stages and actions involved in managing customer interactions from initial lead generation to post-sale relationship nurturing. A well-defined CRM flow is crucial for optimizing sales processes, improving customer satisfaction, and driving business growth.

2. Scope

This documentation is intended for all team members involved in customer-facing activities, including Sales Representatives, Marketing Teams, Customer Support Agents, and Sales Managers.

3. Step-by-Step Procedure

The Order-to-Cash process is initiated through the company website integrated with the Odoo platform. All submitted requests via website are automatically captured within the Odoo system and directed to the Customer Relationship Management (CRM) module.

A customer inquiry is received through the website. This inquiry is recorded in the CRM Module as a Lead or Opportunity.

#1 Navigate to CRM Module > New > Modify the Lead

• New: This button allows you to create a new sales opportunity (lead or deal).

• Contact: This field is for associating the sales opportunity with a specific contact person from your CRM database.

• Opportunity Name: This is the name or description of the sales opportunity (e.g., "Website Redesign Project," "Software License Renewal").

• Contact Email: The email address of the contact person associated with the opportunity.

• Contact Phone: The phone number of the contact person.

• Amount: This field represents the estimated monetary value of the sales opportunity.

• Status (Three Stars): These stars likely represent a rating or priority level for the sales opportunity, allowing sales reps to quickly identify high-value or urgent deals.

CRM Stages (This can be modified based on your current stages)

• New: This is the initial stage where new leads or potential opportunities are captured. They are typically unqualified at this point.

• Qualified: In this stage, opportunities have been assessed and deemed qualified. This means they have a potential need, budget, and authority to make a purchase.

• Proposition: At this stage, a proposal or quotation has been sent to the prospect. The sales team is awaiting their decision.

• Won: This is the final stage where the sales opportunity has been successfully closed, and the deal is won.

CRM stages can be updated using two different methods. The first method is via the drag-and-drop interface: simply select the opportunity and move it to the appropriate stage column.

Alternatively, you can update the stage within the record view by clicking the appropriate step in the highlighted process bar.

To generate a quote from the opportunity, select the 'Quotation' button to initiate the process

Once you click 'Quotation,' Odoo redirects you to the sales interface to draft your proposal. After the client confirms the order, manually advance the opportunity to the Won stage to signal a successful close