Organisations and contacts

Organisations and contacts are the core records in Structurell CRM. An organisation is a company or other body you deal with; a contact is a person, usually linked to an organisation. Each record has a stage, an owner, a timeline and comments. Organisations can also hold deals, which feed the spend forecast.

Before you start

• CRM must be included in your subscription's package. See Package and add-ons.
• You need permission to view organisations or contacts, and separate permission to create, edit or delete them. See Users, teams, groups and permissions.
• Your administrator can change the fields on these records, so your forms may not match this article exactly. See CRM settings.

Find organisations and contacts

Go to Grow → Signal → Organisations or Grow → Signal → Contacts. A summary strip above each list shows totals, recent additions and records that need attention. You can search, filter, sort and choose columns, and select Export to download the filtered results. If you can edit, the pencil icon on a cell lets you change values in place.

Add an organisation

1. Go to Grow → Signal → Organisations and select New.
2. Enter the organisation's Name. This is the only required field in the standard layout.
3. Fill in what else you know. The standard layout groups fields into Overview, Contact, Company, Address and CRM.
4. Under General, choose a Pipeline, then a Stage, and an Owner. If there is only one pipeline for organisations, it is selected for you.
5. Select Save.

Add a contact

1. Go to Grow → Signal → Contacts and select New.
2. Under Person, enter the contact's name. Display Name is required.
3. Choose the organisation the contact belongs to, if any.
4. Add details under Contact, CRM and Source, such as Email, phone numbers, Marketing Communication Status, lifecycle stage and where the contact came from.
5. Under General, choose a Pipeline, Stage and Owner, then select Save.

Stages

The Stage list only shows the chosen pipeline's stages, so choose the Pipeline first. With the standard stages, moving a contact to Lead, Engaged or Customer can move their organisation forward too, but never backwards. See Pipelines and stages.

Work with a record

Open an organisation or contact from its list. Once saved, the record has these extra tabs:

• Linked Contacts (organisations only).
• Deals (organisations only). See below.
• Duplicate Hints: records that look like the same organisation or person.
• Timeline: stage changes, activities, notes, comments, emails and calendar events. An organisation's timeline also includes its contacts' entries.
• Intelligence (organisations only), if your subscription has Prospect Intelligence. See Prospect intelligence.
• Comments: discuss the record with your team. Type @ to mention someone.

If you have permission, Log engagement event records a reply, click, download, meeting, disqualification, suppression or unsubscribe on the timeline. The last three stop all planned outreach to the record. See Campaigns.

Record deals

A deal is one sales opportunity; an organisation can have several open at once.

1. Open the organisation and go to Deals.
2. Select Add Deal.
3. Enter a Name and check the Stage; it starts on the first stage of your deal pipeline.
4. Optionally add Value Min, Value Max, Expected Start and Follow-up Date.
5. Select Save.

Above the list, Committed Spend, Min, Likely and Max are worked out as on the CRM overview, for this organisation only. Forecast by Deal shows each deal's stage, range and what it adds to Likely. A deal only counts once it has a stage.

Close a deal

• Won: open the row's menu and select Close as Won. Enter the Final Price and Final Spec (both required) and select Save. The final price counts towards Committed Spend.
• Lost: select the deal to open it, set Stage to Lost and select Save. Lost deals are left out of the forecast.

On the deal's page you can also edit its values and dates; to move it to Won there, fill in Final Price and Final Spec under Won Details first. Select Comments from a deal's menu to discuss it.

Tasks

Tasks are follow-ups and to-dos linked to an organisation or contact.

1. Go to Grow → CRM → Tasks and select New.
2. Enter a Title, choose a Status and, optionally, a Priority and Due At date.
3. Under Links, choose the Entity Type (Organisation or Contact), then the record the task is for, and an Owner.
4. Select Save.

Use the tabs above the list (My Tasks, Not Started, In Progress, Completed and Cancelled) to narrow it down. To finish a task, open it, set Status to Completed and save. The same tasks appear under Today → Tasks. See Using Today.

Merge duplicates

If Structurell finds likely duplicates, they appear on the Duplicate Hints tab. Otherwise you'll see No duplicate candidates were found.

1. Open the record you want to keep and go to Duplicate Hints.
2. For each field where the records differ, choose Keep Target to keep this record's value or Use Source to take the duplicate's.
3. Select Merge and confirm.

The duplicate's links move to the record you are viewing and the duplicate is marked for deletion. Merge only appears if you have permission. Merging can't be undone from Portal.

Troubleshooting

• A stage I expect is missing. Disabled stages and pipelines aren't offered. See Pipelines and stages.
• A deal isn't in the forecast. Give it a stage. It only adds to Likely once it has both Value Min and Value Max.