CRM

CRM stands for customer relationship management. With us, the CRM is the central address and contact administration of the whole application. It makes looking after, organizing and analyzing all contacts easier. Orders, production, royalties, rental and correspondence therefore all access the same record. If an address changes, that applies everywhere at once, without anyone having to enter it again by hand.

Every contact carries one of four roles: group of companies, company, contact person or private customer. Every company automatically receives a company no. of its own; its contact persons are kept beneath it and take on the company's address data. If a contact later changes role, the system checks beforehand whether that is possible and shows a preview before the change is confirmed. What is visible at a contact is governed by the contact type. It can be defined freely and is given its own color, its own icon and the extensions that suit it.

The master data includes the address with a calculated mailing address and a print note, several delivery addresses, language, status and customer group. The company name can be checked against the commercial register and adopted as the official name. Planned changes to the master data take effect automatically on the date recorded. Contact channels and bank details with an IBAN check are available too. Notes and activities record what was discussed, and so stay in the house even when the person responsible leaves the company.

Contacts can be sorted through categories in five types and through tags with bulk assignment. Anyone wanting to record additional information creates fields of their own: 13 data types are available, from text and amount to contact link and file. Every field can be validated and given role-based permissions. A filter becomes a list if you wish, static or dynamic, and pipelines show the sales stages with the revenue expected from them. Column sets, saved filters and a report builder with scheduled analyses turn the data into figures you can rely on.

In substance the CRM goes beyond addresses: invoicing and tax data, including tax determination and an e-invoicing profile, travel into the documents of Orders & invoices. Author data for the collecting societies VG Wort and VG Bild flows into the royalty statement. Projects go into Production, sheet music rental into Rental and written communication into Correspondence. Press and book trade data such as biography, outlet, review copy, BAG no., right of return and sales rep sit at the same contact. In this way a complete picture of the whole business relationship builds up at the individual contact.

To keep the data clean, the module checks for duplicates as soon as a contact is created and merges contacts if you wish. Where values differ, it is decided field by field which one is kept. Consents, the erasure check and anonymization belong to the contact itself, not to an add-on solution. GDPR access requests and evidence are therefore a matter of minutes.