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CRM

CRM in LadVen OS keeps the working history of a customer: requests, opportunities, contacts, companies, documents, tasks, comments, forms, and automation. It is not just a customer list; it is where the team sees the next step and understands why work is moving or blocked.

Use CRM as the source of truth for customer work. Personal notes, scattered chats, and files without customer context do not give managers a controllable picture.

Demo sales pipeline deal list: each row shows stage, client, owner and amount.

Where to Find It​

Main CRM areas:

  • Clients (/clients) - fast entry to customer records and related workspaces;
  • Opportunities and requests (/crm/opportunities) - working board for sales, service, requests, or other customer processes;
  • Companies and contacts (/crm/accounts, /crm/contacts) - legal and personal participants in the relationship;
  • Pipelines (/crm/pipelines) - process stages, fields, rules, and responsibility scope;
  • CRM automation (/crm/automation, /automation) - rules, workflows, and operation guards;
  • Forms and integrations (/crm/integrations, /crm/integrations/forms) - incoming requests and external channels.

Available actions depend on role, pipeline, stage, and customer data permissions.

Working Flow​

  1. Find an existing customer or create a record without duplicates.
  2. Create an opportunity, request, or other work item in the right pipeline.
  3. Fill in owner, contact, company, amount or value, expected date, and next step.
  4. Link tasks, documents, comments, and files to the CRM context.
  5. After each important event, update the status and leave a clear comment.
  6. If the work needs a sequence of steps, use CRM automation or a workflow.

Clients, Companies, and Contacts​

A customer record should answer: who the customer is, who the contact person is, which company is involved, who owns the relationship internally, and what access limits apply.

Before creating a new record, search by name, phone, email, and related companies. Duplicates are dangerous because messages, documents, and tasks split across cards.

Enter contact data only after verification. If information is uncertain, mark it as such in a comment or next step instead of turning an assumption into a fact.

Opportunities and Requests​

An opportunity or request records a specific customer process. The card should make clear:

  • current pipeline and stage;
  • owner and participants;
  • client, company, and contact;
  • expected result and date;
  • amount, value, or priority when relevant;
  • tasks, documents, comments, and change history.

Do not move an opportunity to the next stage just to tidy the board. The stage must reflect actual work.

Pipelines and Stages​

A pipeline describes the path of work from incoming request to result. Use separate pipelines only when the process is truly different: sales, service request, legal case, recruiting, or partner work.

A good pipeline has clear stages, a minimal set of required fields, and an owner for the rules. If the team does not understand a stage, CRM becomes an arbitrary list.

Tasks and Documents​

Create a task when a customer step requires execution: prepare an offer, review a contract, approve a discount, collect files, call, or hand work to another department. The task needs an owner, due date, expected result, and CRM context.

Keep documents near the customer process: contracts, invoices, acts, proposals, case materials, and versions. Before sending anything to a client, check that the document belongs to the right company and contains no internal comments.

Forms, Integrations, and Automation​

Forms and integrations create the incoming stream. After publishing a form, check which pipeline receives the request, who becomes the owner, which fields are required, and how the team is notified.

Use automation for repeatable rules: assign an owner, create a task, start a workflow, check required data, or block a transition. Every rule needs an owner and a clear success criterion.

Manager Control​

Managers should regularly check:

  • opportunities without a next step;
  • overdue customer tasks;
  • stages where work is stuck;
  • duplicate clients and contacts;
  • opportunities without an owner;
  • automation rules that create unnecessary work.

If CRM stops showing reality, fix the process and data before fixing reports.

Good Practices​

  • Keep one customer event in one CRM context.
  • Update status only when there is a real reason.
  • Do not keep decisions only in private chats.
  • Link tasks and documents to the customer or opportunity.
  • Check permissions before adding external participants or extranet access.

Business Scenarios​

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