Customer record
CRM
One record for every customer: sales, service, and history — next to the call and the inbox.
Manage pipeline stages, conversion, and forecast beside the conversation. A 360° file holds every call, message, and ticket.
Service teams see open requests and close them in the same system. Reports use live data, so managers do not wait for a weekly export.
Implementation
How we implement CRM
One customer file for sales, service, and history — connected to the call and the inbox, with reports on live data.
01
Map the process
We document how leads arrive, how deals move, how tickets close, and which lists already exist in Excel or another CRM.
02
Design the record
Pipeline stages, required fields, permissions, and the 360° view are agreed before import.
03
Import and clean
Existing contacts are imported and de-duplicated against phone, WhatsApp, and email.
04
Connect conversations
VOIP, Innovatel, and the unified inbox write into the same file: screen-pop, notes, recordings, and tasks.
05
Reports and access
Role-based access for sales, service, and management. Live reports replace the weekly export.
06
Train both teams
Sales learn the pipeline. Service learns tickets. Managers learn the boards. We stay through the first week.
What the project covers
Pipeline
Stages you define, with conversion you can forecast.
360° file
Calls, chats, tickets, and deals on one record.
Service
Requests tracked until they close.
Import
Existing lists cleaned and loaded.
Voice and inbox
Screen-pop and write-back from Innovia communication systems.
Permissions
Who can see, edit, and export.
Live reports
This week’s numbers, not last month’s file.
After go-live
Admin access and specialist support.
What you have after go-live
- A live pipeline and customer file
- Imported and de-duplicated contacts
- Conversation history on the timeline
- Role-based access and reports
- Trained sales and service users
CRM integration
How voice and channels connect to CRM
The person on the line is the record on the screen. Calls, chats, and SMS are stored on one customer file — in Innovia CRM, Mini-CRM, Vtiger, or the system you already run.
01
Identify the CRM
We start from the system your team already opens: Innovia CRM, Mini-CRM, Vtiger, or another platform. We do not invent a second customer file.
02
Map the customer
Phone number, WhatsApp ID, and email resolve to one customer identity. Repeat contacts open the same record, not a duplicate.
03
Screen-pop
An inbound call or chat can open the file before the agent answers — name, last ticket, and open deals in the same view.
04
Write-back
When the conversation ends, duration, outcome, notes, and recording (where agreed) are saved on the activity timeline.
05
Follow-up
Missed calls, abandoned chats, surveys, and campaign results can create a task or ticket instead of disappearing.
06
Reports
Conversation volume sits next to sales and service KPIs. Managers see the call and the deal in one place.
What can be linked
VOIP
Internal and external calls logged on the customer file, with click-to-call from the record.
Innovatel
Agent desktop beside CRM. Queue, recording, and wrap-up write back automatically.
Unified inbox
WhatsApp, Facebook, Instagram, Telegram, and SMS threads stored on the same customer.
Campaigns and surveys
Outbound results and survey answers land as data on the record, not in a spreadsheet.
SMS Sender
Promotions, alerts, and OTP events attached to the contact.
ERP
The invoice and the customer who just hung up share the same identity.
Innovia CRM / Mini-CRM
Native link — pipeline, 360° file, and service in the same house as the call.
Vtiger and others
Where the team already lives in Vtiger or a similar CRM, we bind to that screen.
What you have after the link is live
- One customer identity across phone, chat, and SMS
- Screen-pop on inbound where agreed
- Call and chat history on the timeline
- Recordings stored against the activity, where policy allows
- Tasks from missed contacts instead of lost leads
ERP and CRM
How ERP shares one customer with CRM
The invoice, the stock movement, and the person who just hung up use the same customer identity. HR shifts sit next to contact-center occupancy — not in a second spreadsheet.
01
One customer identity
CRM remains the master for the customer. ERP uses the same id for invoices, receivables, and delivery — no second card for the same company.
02
Deal to invoice
A won opportunity in CRM creates or updates the invoice in accounting, with the same items, amounts, and customer.
03
Stock and devices
What CRM promised is what inventory ships — including IP phones, headsets, and spare parts — against the same SKU list.
04
HR and the roster
Who is on which shift, and who is on leave, is visible next to occupancy in Innovatel. The back office and the floor stop using two lists.
05
Collections
An overdue invoice can open a CRM task or an outbound campaign. The agent sees the balance on the same customer file as the last call.
06
Management view
Pipeline, invoices, outstanding amounts, and call volume can be read together — not as three Friday exports.
What the ERP–CRM link covers
Customer master
One id in CRM and ERP. Phone, tax number, and billing address stay aligned.
Quotes and invoices
A closed deal becomes an invoice without retyping the customer.
Payments
Receipts in accounting update the CRM balance the collections team sees.
Inventory
Items and serials — including communication hardware — match what was sold.
HR and shifts
Leave and roster feed the contact-center schedule.
Real-estate reservations
A held unit can raise the related accounting entry from the same file.
Tourism bookings
A confirmed package can raise the guest invoice without a second guest card.
Access
Finance, sales, and operations see their screens; the identity underneath is shared.
What you have after the link is live
- One customer identity in CRM and ERP
- Invoices created from closed CRM deals
- Collections tasks back on the CRM timeline
- Stock movements against the same SKUs
- HR shifts visible next to the contact-center roster
Data integration
How the database stays one customer across systems
Voice, inbox, CRM, and ERP share a designed data model. The customer is stored once and reused — not copied into three spreadsheets and reconciled on Friday.
01
Name the source of truth
We agree which system owns each record: CRM for the customer, ERP for invoices and stock, Innovatel for the call, HR for the employee. Other systems read that master; they do not invent a second copy.
02
Design the keys
Customer id, phone, WhatsApp id, email, tax number, SKU, and employee id are mapped so a repeat contact opens the same file — including after an Excel import.
03
Connect the stores
Where products share a platform, they write to the same database. Where a system is already in place (Vtiger or another CRM), we integrate through an API or a scheduled sync — not a manual export.
04
Import and de-duplicate
Existing lists are cleaned against phone and email before go-live. Duplicates are merged so reports and screen-pop stay trustworthy.
05
Permissions and retention
Who can read, edit, and export is set by role. Call recordings and chat history follow the retention policy you approve — not an open folder on a shared drive.
06
Operate
Backups, monitoring, and a named path when a record fails to sync. Reports read from the live model, not from a weekly dump.
What the data integration covers
Customer master
One record used by the call, the inbox, the invoice, and the campaign.
Call metadata
Number, agent, duration, outcome, and a link to the recording — stored against the customer.
Omnichannel threads
WhatsApp, Facebook, Instagram, Telegram, and SMS under the same id.
Sales and service
Pipeline, tickets, and activities on the 360° file.
ERP documents
Invoices, stock, and payments referencing the same customer and SKU.
HR
Employee and shift data that the contact-center roster can read.
Import / export
Controlled load from Excel or a legacy CRM, and exports limited by role.
Security
Access by role, audit of sensitive exports, backup and retention as agreed.
What you have after data integration is live
- A documented source of truth for customer, invoice, call, and employee
- Mapped keys so phone and WhatsApp open the same file
- API or shared-store connection — not a weekly spreadsheet
- De-duplicated import of existing lists
- Role-based access, retention, and backup
Sync protocols
How records move — live events, scheduled jobs, and conflict rules
Not every field should sync the same way. Calls and chats write as they happen. Invoices and stock follow the ERP master. Third-party CRMs are updated through an API with retries — not a Friday spreadsheet.
01
Classify the traffic
Each field is labelled live, near-live, or scheduled. A screen-pop cannot wait for a nightly job. A chart of accounts does not need to move on every keystroke.
02
Live events
Inbound ring, hang-up, wrap-up, a new WhatsApp message, and SMS delivery can fire an event into CRM in the same session. Shared Innovia products write in the same transaction. External systems receive a signed HTTPS webhook or an API call.
03
Scheduled sync
Vtiger or another existing CRM, ERP balances, and report aggregates run on an agreed cadence — typically minutes or nightly — with a watermark so the same row is not sent twice.
04
Conflict rules
CRM wins the customer name and phone. ERP wins invoice amount, tax, and stock. Innovatel wins call duration and recording link. A silent overwrite of a posted invoice is not allowed.
05
Identity and retries
Every payload carries a stable id (call, message, invoice, contact). Failed deliveries retry with a log. Operators can see the last success and the last error without opening a vendor ticket.
06
Secure path
HTTPS only. Credentials stored on the server, not in a desktop file. Exports and bulk pulls are limited by role. Recording files are referenced, not copied into CRM as unmanaged attachments.
What each protocol is used for
CTI events
Ring, answer, hang-up — screen-pop and write-back in the same call.
Webhooks
Signed HTTPS callbacks to CRM, OTP, or the website when an event completes.
REST API
Create or update a contact, ticket, or invoice from another system, using the agreed keys.
Shared database
Innovia products on the same platform write one row; there is nothing to ‘sync’.
Scheduled jobs
Balances, de-duplication, and third-party CRM poll — with a watermark and a retry log.
SMS status
Delivery receipts pulled or pushed onto the contact timeline.
File import
First load and exceptional catch-up only — not the daily path.
Conflict policy
A written rule per field: who wins, and what is never overwritten.
What you have after sync is in production
- A field map: live, near-live, or scheduled
- Event write-back for calls and chats in the same session
- API or webhook to the CRM you already run, with retries
- Conflict rules so finance documents are not silently changed
- An operator log of last success and last error
What it includes
01
Pipeline
Stages you define, with conversion you can forecast.
02
360° file
Every interaction in one record.
03
Service
Requests are tracked until they are closed.
04
Reports
Live numbers for the current week, not last month.
05
Journey
Follow the customer from first contact to close.
06
Data control
Your data, secured, under your process.
- Sales pipeline, conversion, and forecast
- A 360° view of every customer
- Faster response and a complete close
- Reports on live data
- Easy to use, configurable, and ready to integrate
Also in the catalogue
Solutions
Start here
Mini-CRM
A simple CRM for sales and customer data — without a long enterprise project.
Outbound
Campaign management
Plan and run outbound calling campaigns with automatic distribution by skill and availability.
Reporting
Call-center reports
Agent KPIs, wait times, customer experience, and live dashboards for the current shift.
Innovate your communication
Book a free consultation
Tell us what you already run — VOIP, contact center, channels, or CRM — and we will map the next step.