CRM

The CRM app manages the relationship side of running a professional-services practice — leads, an opportunity pipeline, per-client tasks and activity history — plus the compliance work that comes with taking on a new client: KYC/AML checks, engagement letters, and conflict-of-interest checks.

Key concepts

• Leads and opportunities — a lead is a prospective client before you're actively working a deal; once you are, it becomes an opportunity on your pipeline, tracked through stages to won or lost.
• Tasks and activity timeline — every client has its own task list and a timeline of logged calls, emails, and meetings, so anyone in your firm can see the history at a glance.
• Tags — a simple, organization-wide labelling system for organizing clients and leads however suits your practice.
• KYC/AML documents — proof-of-identity and proof-of-address documents (and other compliance evidence) tracked per client, as UK anti-money-laundering rules (MLR 2017) require for regulated practices.
• Engagement letters and conflict checks — the formal letter of engagement for a new piece of work, and the conflict-of-interest check professional bodies (e.g. SRA) require before you take it on.

How do I…

…add a new lead?

Add it from the Leads area with the prospect's details and where they came from — you can convert it to an opportunity once you're actively pursuing the work.

…move a deal through my pipeline?

Opportunities sit on a kanban board by stage — drag a card to a new stage as the deal progresses, or open it to update its value and expected close date.

…log a call, email, or meeting?

Log it against the client or opportunity's activity timeline — everyone with access to that client can see the history.

…track KYC/AML documents for a client?

Upload identity and address evidence to the client's KYC checklist so you can see at a glance what's been collected and what's still outstanding.

…send an engagement letter?

Create the engagement letter for the client and send it — it can be routed through E-Sign for the client to formally accept.

…run a conflict-of-interest check?

Log a conflict check against the new client or matter before taking it on, recording the result (clear, conflict, or needs review) for your compliance record.