CRM

WorkSquares CRM manages the whole customer relationship — from a first-touch lead, through a deal moving down a pipeline, to post-sale support — on the same records the rest of the suite uses. Accounts, contacts and products carry through to CPQ and Accounts with no re-keying.

It is used by sales reps and managers (pipeline, forecasting, quotas), marketing (campaigns and attribution), support agents (cases, queues and SLAs), field users working from the Android app between visits, and administrators (custom fields and objects, automation rules, roles and permissions).

Core objects

• Leads — unqualified interest, with status stages, BANT qualification and scoring; convert to an account, contact and deal.
• Accounts — the companies you sell to, with account teams.
• Contacts — the people at those accounts.
• Deals — opportunities moving through a pipeline of stages, with deal teams, contact roles and line items.
• Quotes — priced offers raised against a deal, with line items and an approval route; one of them is the deal’s primary quote.
• Activities & notes — calls, emails, meetings and tasks, plus free-text notes, on a shared per-record timeline.
• Cases — customer support tickets, with queues, SLAs and escalation.
• Campaigns — marketing campaigns with members, email sends and revenue attribution.

Capabilities

• Capture, qualify and score leads, then convert a lead into a linked account, contact and deal in one step.
• Move deals through configurable pipelines and stages, with guarded stage transitions and close-won / close-lost handling.
• Log activities, tasks and notes; every lead, account, contact, deal, case and campaign has a chronological timeline.
• Plan against quotas and see, period by period, what the team is on track to close.
• Resolve customer issues against SLA targets, with escalation when a target is about to slip.
• Shape the app to the business — extend the data model, rearrange the pages and automate the routine work — without a deployment.
• Control access with roles and a per-resource permission matrix — view, create, update, delete and approve — whose entries also decide which menu items a role sees. Customization covers what the matrix reaches and what it does not.

Pipelines and their stages, rules, fields, layouts, roles and the reference lists behind every dropdown are admin-configurable. Lead, case and campaign statuses are fixed in the product.

Modules

Areas with their own page are linked; the main remaining areas are summarised here.

• Sales — leads and qualification, conversion, deals, pipelines, activities, the timeline, forecasting and campaigns.
• Service & cases — support cases, queues, SLAs, escalation, customer replies and the knowledge base.
• Automation — workflow, assignment, validation and duplicate rules, plus approval processes.
• Customization — custom fields and objects, page layouts, list views, forms, and roles and permissions.
• Notifications — the in-app notification centre and per-category delivery preferences.
• Quotes, orders and stock — CRM carries its own light quote-to-order surface: quotes with line items and an approval route, sales orders, invoices, purchase orders, goods receipts, vendors, and stock across warehouses. Tenants who also run CPQ get the fuller quoting and order engine there instead.
• Reports & forecasting — 16 built-in reports, each exportable to Excel with a column picker, plus pipeline and case dashboards and forecasting over fiscal periods with quotas, snapshot history, quota attainment and team roll-ups.
• Search — a box in the app header that searches leads, accounts, contacts, deals, cases, quotes and products as you type. The API reaches further — 14 record types in all, plus your recent searches and the tenant’s most popular ones — but the quick dropdown is the only search surface in the app.
• Email — connect a mailbox, compose a message and keep reusable templates. Mail leaves through the server’s own relay; a connected account supplies the from address rather than the delivery path. (Inbound support mail runs the other way and belongs to Service & cases.)
• Data & imports — a four-step CSV wizard — upload, map the columns, preview, run — covering leads, contacts, accounts and products only. The wizard cannot complete an import in this release; the page explains what to do instead. Separately, files can be attached to leads, accounts, contacts, deals, activities, campaigns, cases and quotes.
• Audit trail — the change history on a record: who changed which field, when, and what the value was before. Available on leads, accounts, contacts, deals, cases, quotes, activities, notes and campaigns.
• Security & sharing — roles, the per-resource permission matrix, and record-level sharing by owner and team.
• Background jobs — the work that happens without anyone clicking: SLA breaches, escalations, approval timeouts and more.
• Mobile — a native Android app over its own mobile API, covering leads, accounts, contacts, deals, activities, tasks, cases, quotes, orders and products for people working away from a desk.

Works with

• CPQ — turn a deal into a quote without re-entering the account, contacts or products.
• Accounts — a won deal flows on to invoicing and the financial ledger of record.
• Platform data model — CRM shares the suite’s single source of truth for customers, contacts, products and currencies.