Service CRM

Service CRM follows a commercial request from first contact to scheduled intervention, with the fields a service business needs: sector, asset, intervention type and interest in a maintenance contract.

What you use this for

• Having requests from your website and adverts arrive automatically.
• Tracking where requests stall rather than only how many there are.
• Keeping calls and sent proposals on record per request.
• Turning a request into customer, site and service order without retyping.

Who can use it

Role	What they do
Commercial manager	Manages the pipeline and sends proposals
Owner	Follows the dashboard and conversion
Planner	Turns an accepted request into a scheduled intervention

Prerequisites: sales rights to create quotations. For automatic intake of website forms your administrator must configure the intake endpoint. For the follow-up reminders, switch on the matching rules in the Automation Hub.

The pipeline

Requests spread across the eight stages.

The pipeline has eight stages that follow how a service sale actually runs:

New ─▶ To Call ─▶ Called ─▶ Appointment Booked ─▶ Qualified
                                                      │
              Done ◀── Intervention Planned ◀── Proposal Sent

Stage	What it means
New	Just arrived, nobody has looked at it
To Call	Assigned, waiting for first contact
Called	Contact made, no appointment yet
Appointment Booked	Date set for a visit or a call
Qualified	Real need, budget and decision maker known
Proposal Sent	Quotation is out the door
Intervention Planned	Accepted, in the schedule
Done	Became a customer

Fields for field service

Alongside the usual CRM fields, every lead records:

• The prospect’s sector
• The techniekers involved
• The asset it concerns
• The intervention type that appears to be needed
• Interest in a maintenance contract
• Call and proposal tracking — when called, when sent

The dashboard

The key figures; each card opens the underlying requests.

The dashboard shows your pipeline in key figures, and every card is clickable: you land directly on the underlying leads.

That way you see not just how many leads you have, but where they get stuck — and that is the only question that actually moves the commercial needle.

Bringing leads in automatically

Requests don’t have to be typed in by hand. A secure intake endpoint lets external forms create a lead directly:

• Forms on your website
• Facebook ads with lead forms

No duplicate leads

Intake is idempotent on an external reference: if the same form is submitted twice, you get one lead. The intake point is protected with a shared secret, so not just anyone can push leads into your pipeline.

Actions on a lead

Every action is an explicit button — nothing happens behind your back:

Action	Result
Log / schedule a call	Keeps the contact trail
Book an appointment	Puts it in the calendar
Create customer + site	Turns the prospect into a real customer with a site
Create service order	Creates the intervention
Plan intervention	Puts it in the planning
Customer File 360°	Opens the full file

Working with the Automation Hub

Service CRM supplies ready-made rules to the Automation Hub:

• Lead intake with assignment and first contact
• Reminder when a lead has been idle for more than 24 hours
• Qualified → suggest a demo
• Demo done → send the proposal
• Proposal follow-up after 2, 5 and 10 days

Automation with the brakes on

The CRM rules only ever create reminders and tasks. They never write invoices, contracts or service orders. That stays a human decision.

Best practices

• Update the pipeline daily. A pipeline nobody drags is a list, not an instrument.
• Fill in the sector. After six months you will know which sectors convert and which eat your time.
• Note maintenance-contract interest immediately. Recurring revenue is worth more than a one-off job.
• Convert leads through the buttons, not by creating a customer manually. That keeps every customer’s origin on record.
• Leave the follow-up reminders on. Most lost leads were not rejected — they were forgotten.

Troubleshooting

Can I change the eight stages? Yes, you can rename and add stages. The default eight cover most service businesses.

What happens to a lost lead? It is kept along with its reason. That is your best source for learning why you lose.

Can I attach several techniekers to a lead? Yes — useful for larger installations needing multiple specialisms.

Does a website form reach the right person automatically? Yes, assignment happens at intake according to your rules.

Next step

• From lead to customer — the full commercial journey
• Automation Hub — the follow-up rules
• Customer File 360° — after conversion
• Sales — quotations and orders
• Calendar — appointments and visits
• Service orders — the first intervention