CRM Overview
Understand the CRM module's data model — contacts, accounts, deals, and how closed deals hand off to the rest of the platform.
Core Concepts
Accounts
An Account represents a company you are selling to or already serving. One account can have multiple contacts, multiple active deals, and multiple service subscriptions.
Accounts have a status:
Prospect— not yet a customerActive— at least one live service subscriptionChurned— was a customer, no longer active
Contacts
A Contact is an individual person linked to an account. Each contact has a role:
- Decision-maker — the person who approves purchases
- Technical — receives installation updates and support ticket notifications
- Billing — receives invoices and payment reminders
An account can have multiple contacts of each type.
Deals
A Deal represents a sales opportunity. It is linked to an account and moves through pipeline stages:
New → Qualified → Proposal Sent → Negotiation → Won / Lost
Each stage can have a probability (used for pipeline forecasting) and a target close date.
Service Lines
Each deal contains one or more service lines — the products or services you are proposing. A service line has:
- A service type (from your product catalogue)
- A quantity
- A unit price and billing frequency (monthly, annual, one-off)
- A commitment duration (e.g. 24 months)
When a deal is marked Won, its service lines become the active subscriptions in the Billing module.
The Deal Lifecycle
New Lead → Qualify → Build Proposal → Send → Negotiate → Mark Won
↓
Deployment project created
Billing subscription activated
No manual data transfer is required between modules. The handoff is automatic.
Third-Party Payer Management
In the telecom industry, the entity that signs the contract is sometimes different from the entity that pays the invoice. BlueRockTEL supports this via third-party payer configuration on an account:
- Set a different billing account on any service subscription
- Invoices are generated under the billing account while the contract remains under the main account
- This is common for franchise networks, holding companies, and managed service relationships
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