CRM - Contact Management

Overview

The CRM (Customer Relationship Management) module serves as a central registry for companies, branches, and contact persons. It allows you to record all communication – meetings, phone calls, tasks, and emails – and clearly track the history of each business relationship. The module includes bulk email mailing, a task calendar, and sales representative activity statistics.

Key Features

Company registry with customizable custom fields
Branch (establishment) registry for companies
Contact person registry assigned to a company or branch
Records (notes) and tasks for companies, branches, and contacts
CRM task calendar with deadlines
Bulk email mailing with a 7-step wizard
Email templates for recurring mailings
Automatic company data retrieval from ARES (Czech business registry)
Company import from Excel or from the national ARES database (up to 100 companies at once)
Employee activity statistics for the last 30 days
Export to XLSX and REST API for integration with external systems

Access and Settings

How to Access the CRM Module

Navigation path to the CRM module: click on the CRM item in the main application menu. The module opens on the Current tab with an overview of statistics and the latest records.

CRM Module Settings

Configuration settings and access rights are available via Settings → CRM. Only administrators and users with module administrator permissions have access to settings. The settings contain three tabs:

User Rights – assignment of access levels to individual users
General Settings / Optional Columns – configuration of code lists, custom fields, and the sending email address for mailing
RestAPI – enabling and documentation of REST API for automatic export/import

CRM General Settings Configuration

In the General Settings / Optional Columns tab in the CRM module settings, the following options can be configured:

CRM task editing can be done by anyone – when enabled, any user can edit a task, not just its author
Editing a record also changes the creation date – when a record's status is changed, the date is also updated
Enter Name for records – displays a name field for the record
Enter Author for records – displays a field for selecting the record author
Enter Tags for records – allows assigning tags to records
Show note in the records table – displays a column with the note text directly in the table

CRM Custom Code Lists Configuration

In the CRM module settings, code lists (available options) can be customized for:

Company Type – e.g., Customer, Supplier, Partner
Company Status – e.g., Active, Inactive, Potential
Company Industry – business sectors
Annual Revenue – company turnover categories
Contacts – Position – job positions of contact persons
Contacts – Salutation – forms of address (Mr., Mrs., ...)
Addresses – Type – branch types (headquarters, establishment, warehouse, ...)
Record Type – CRM record categories (phone call, meeting, email, ...)
Record Statuses – record/task statuses (resolved, awaiting response, ...)

CRM Custom Fields Configuration

In the CRM module settings, custom fields can be added for Companies, Branches, and Contacts. Example: for companies, add a Date of Establishment or Account Manager field. Each record type (Companies, Branches, Contacts) supports up to 7 custom text fields. Custom fields are displayed in forms, tables, and filters.

Sending Email Address Configuration for Mailing

Automatic email mailing (direct sending from the application) is available only for Extra version subscribers. Configuration: Settings → CRM → General Settings, section Email address from which CRM mailing is sent. After saving the address, a verification email is sent to it. The address becomes active after clicking the link in the verification email.

Tip: Without a verified email address, mailing can still be used – the system filters email addresses that you can copy into your own email client (we recommend the BCC field).

CRM Module Permissions and Access Rights

Permission Level	Description
No Access	User cannot see the CRM module
Can read all	View all companies, contacts, and records without editing capability
Can read own, write to own	Read all records, edit only companies where the user is listed as Our Representative
Can read all, write all	Full read and write access to all companies and contacts
Delete / restore / import companies from XLSX	Includes all lower rights plus deleting companies, restoring deleted ones, and importing from Excel
Export to XLSX	Ability to export the list of companies and contacts to an Excel file
Edit records	Ability to edit existing records (notes/tasks)
Delete records	Ability to delete records

CRM Module User Interface

At the top of the CRM module, there is a tab panel for switching between sections:

Current – overview dashboard with statistics and task summaries
Companies – list of registered companies with filters and management options
Contacts – summary list of all contact persons from companies and branches
Records – summary list of all records/notes from all companies
Calendar – calendar view of CRM tasks with deadlines
Mailing – bulk emailing wizard
Mailing – Templates – email campaign template management

Current Tab – CRM Status Overview

The Current tab in the CRM module displays:

Record count statistics chart for the last 30 days – overview of total or own activity; can be toggled with All / Only mine buttons and filtered by record type
Upcoming records – nearest unresolved tasks sorted by deadline
Latest records – last 20 created or modified records
Overdue unresolved – record-tasks that have passed their deadline and are still open
Employee activity chart for the last 30 days – comparison of individual user activity

Tip: For each table on the Current tab, you can switch between All (records of all users) and Only mine (only the logged-in user's records) views.

Company Management in the CRM Module

Companies Tab – Overview and Filters

The Companies tab in the CRM module displays a table of all registered companies. Above the table, there is an expandable filter panel with the following options:

Company Name – text search by name
Last Record – filter companies whose last record is older than a specified number of days (7, 31, 93, 186, 365, 730)
Type – selection from configured company types (multiple values can be selected)
Industry – filter by business sector
Status – filter by company status
Employees – filter by company size category
Description contains – full-text search in the Description field
Annual Revenue – filter by turnover category
City – filter by company headquarters
Country – filter by country
Custom fields – if custom fields are configured for companies, their filters are also displayed

Tip: Active filters are highlighted in bold red in the panel header. To clear all filters, click the Cancel button.

Procedure: Adding a New Company to CRM

In the CRM module on the Companies tab, follow these steps:

Click the Add Company button in the upper right corner of the table
Fill in the basic company details:
- Company ID – company identification number; for Czech companies, you can click Load by Company ID for automatic retrieval from ARES
- Tax ID – tax identification number
- Name – required field; company name
Fill in additional details:
- Company Type – select from configured types (customer, supplier, ...)
- Status – current business relationship status
- Industry, Employees, Annual Revenue
- Website, Email, Phone
- Street, City, ZIP Code, Country
- Our Representative – assigning a responsible sales representative
- Description – free text with additional information
- Custom fields – if defined in settings
Click Save

Note: When entering a Company ID, the system automatically checks whether a company with that ID already exists in CRM and alerts you to duplicates.

Procedure: Editing a Company in CRM

In the CRM module, a company can be edited directly from the detail view or from the company list. All basic details in the company detail can be edited inline by clicking the pencil icon next to the value. Follow these steps:

On the Companies tab, click on the company name to open the detail view
In the Basic Details tab, click on the Edit (pencil) icon next to any field
Make the change and confirm it

Alternatively, a company can be edited via the dialog form by clicking the edit icon in the companies table.

Procedure: Deleting a Company in CRM

In the CRM module, deleting companies requires permissions at the delete/restore records level.

Open the company detail by clicking on its name in the Companies tab
Click the Delete this company button in the detail header
Confirm the deletion in the dialog window

Tip: Deleted companies can be restored via the Deleted button in the companies table (requires delete/restore permission).

Company Detail – Tabs and Content

The company detail in the CRM module displays four tabs:

Basic Details – company identification, address, contact information, billing data (bank accounts, payment terms, payment conditions, currency), description, custom fields
Branches – list of branches (establishments) of the given company
Contacts – company contact persons; you can switch between views including and excluding contacts from branches
Records – list of CRM records/notes for the given company with filter and last record display

From the company detail, direct buttons are available for navigating to linked modules: Projects, Work Reports, Tasks, HelpDesk (if activated).

Branch Management in the CRM Module

Procedure: Adding a Branch to a Company in CRM

Branches (establishments, warehouses, remote workplaces) are added directly from the company detail in the CRM module.

Open the company detail in the CRM module
Go to the Branches tab
Click the Add Branch button
Fill in the branch form:
- Address Type – required; select the branch type (headquarters, warehouse, establishment, ...)
- Email, Phone, Website
- Street, City, ZIP Code
- Country – required; select from the list
- Our Representative – required; responsible sales representative
- Description and custom fields according to configuration
Click Save

Procedure: Editing a Branch in CRM

In the CRM module, a branch can be edited directly in the dialog form or via inline editing in the branches table.

Open the company detail, go to the Branches tab
Click the Edit icon next to the relevant branch
Make changes and click Save

Contact Management in the CRM Module

Contacts Tab – Summary Overview

The Contacts tab in the CRM module displays a summary list of all contact persons from all companies and branches. It is useful for quickly finding who is calling, sending holiday greetings, or for bulk mailing to executives. Available filters: Company, First Name, Last Name, Position, Email, Phone/Mobile, Description contains.

Procedure: Adding a Contact to a Company in CRM

Contacts can be added from the Contacts tab or directly from the company detail in the CRM module.

Click the Add Contact button (on the Contacts tab or in the company detail)
Select the Company (only when adding from the Contacts tab)
Optionally select the Branch to which the contact relates
Fill in the contact person details:
- Position – job position
- Salutation – form of address
- First Name and Last Name
- Email, Phone, Mobile
- Description and custom fields according to configuration
Click Save

Records and Tasks in the CRM Module

What Are Records in CRM

Records in the CRM module (also notes or activities) serve to document all communication and activities for companies, branches, and contact persons. Each record contains a type (phone call, meeting, email, ...), note text, status, and attachments. Records with a status other than Resolved automatically become tasks that can be assigned to a specific user with a deadline.

Records Tab – Summary Overview

The Records tab in the CRM module displays all records from all companies, branches, and contacts. It is useful for an overall overview of unprocessed records or filtering work by individual users. Available filters: Created by, Record Type, Date Created (from–to), File contains (full-text search in attachments), Status, Note contains.

Procedure: Adding a Record (Note/Task) in CRM

Records can be added to a specific company, branch, or contact in the CRM module.

Open the company/branch/contact detail and click the + icon next to the Records tab, or click the Add record/task to selected button for bulk entry
Select the Record Type – activity category (phone call, meeting, email, ...)
Fill in optional fields according to settings: Name, Author, Tags
Write a Note – record text
Attach any Attachments by dragging or selecting files (max. 60 files)
Select the record Status:
- Status Resolved – record is closed
- Other status – record becomes a task, Assigned to and Due by fields appear
If the status is other than resolved, specify Assigned to (responsible user) and Due by (deadline)
Click Save

Tip: The assigned user is automatically notified by email about the task creation. One day before the deadline, an automatic email reminder is sent (can be disabled with the Send reminder checkbox). A record can be deleted within 1 hour of creation.

Bulk Adding a Record to Multiple Companies at Once in CRM

In the CRM module on the Companies tab, a record can be added to multiple companies at once.

In the companies table, check companies using the checkboxes in the last column (or click Select all in the column header)
Click the Add record/task to selected button
Fill in the record form in the standard way
Click Save – the record will be written to all selected companies

CRM Calendar

Calendar Tab in the CRM Module

The Calendar tab in the CRM module displays records entered as tasks (unresolved) in a calendar view. The Due by deadline is used as the date. The calendar can be displayed in month or week mode.

All – displays tasks of all users
Only created by me – displays only tasks created by the logged-in user
Only assigned to me – displays only tasks assigned to the logged-in user

Clicking on an event in the calendar opens the record detail. Clicking on an empty space on a given day directly opens the form for adding a new record as a task with a pre-filled deadline.

Advanced CRM Module Features

Updating Company Data from ARES

For Czech companies with a filled Company ID, company data can be automatically updated from the ARES registry (Administrative Register of Economic Subjects). This feature is available in the company detail in the CRM module.

Open the company detail in the CRM module
In the Basic Details tab, next to the Company ID field, click the Update from ARES by Company ID button
The system displays a dialog comparing existing and new data (Tax ID, Name, Street, City, ZIP Code)
Click Save to confirm the update

Importing Companies from Excel into CRM

Importing companies from Excel into the CRM module allows bulk upload of up to 100 companies at once. It requires delete/restore/import companies permission.

On the Companies tab, click the Import button
Download the sample Excel file from the displayed link
Fill in the data in the downloaded template (in EXACTLY the same format)
Click Import file and select your XLSX file
Click Import

Importing Companies from the National ARES Database (Czech only)

For Czech users, importing companies directly from the national ARES database (updated monthly) is available. Import is accessible via Companies → Import in the CRM module.

Set filters for company selection: District, Date of Establishment, Legal Form (Ltd., Corp., ...), Number of Employees, Business Sector
Check the number of matching companies (maximum 100 for import)
Select Company type after import and Company status after import
Click Import

Note: ARES records do not contain contacts (phone numbers, emails) – only company names and addresses from public registries.

Managing Company Bank Accounts in CRM

In the company detail in the CRM module, bank details for invoicing can be managed.

Open the company detail, Basic Details tab, Billing Details section
Click the Add button for a new bank account
Fill in: Account Number, Bank Code, IBAN, Swift, Bank Name, Currency
Click Save

Company bank accounts are automatically offered when issuing invoices, received orders, and delivery notes.

Bulk Email Mailing in CRM

CRM Mailing Wizard Overview

The CRM module contains a bulk emailing wizard divided into steps. Mailing can be launched via the Mailing tab in the top navigation of the CRM module. The process includes selecting the target group, filtering addresses, sending emails, and recording the dispatch to contacts.

Procedure: Step 1 – Selecting Address Sources for CRM Mailing

In the CRM module on the Mailing tab, in step 1 select where email addresses should be loaded from:

Companies – emails from company records
Branches – emails from registered branches
Contacts – emails of contact persons

A combination of all three sources can be selected. Then click Next.

Procedure: Step 2 – Filtering Recipients for CRM Mailing

In step 2 of the mailing wizard in the CRM module, set filters for recipient selection:

For Companies: Type, Status, Industry, Employees, Annual Revenue, Last Record, Description contains, City, custom fields
For Branches: branches are selected automatically; if a company filter is set, only branches from those companies are displayed
For Contacts: First Name, Last Name, Position, Email, Phone/Mobile, Description contains; if a company filter is set, contacts are limited to those companies

Click Next.

Procedure: Step 3 – Selecting Specific Addresses for CRM Mailing

In step 3, a table of found email addresses is displayed with information about the last sent email. Check the addresses to which you want to send the email. Use the Select all and Deselect all buttons to quickly manage the entire selection. Click Next.

Procedure: Step 4 – Composing and Sending Email in the CRM Mailing Wizard

In step 4 of the CRM module mailing wizard, two scenarios are distinguished:

Scenario A – with a verified sending address (Extra version):

Confirm consent to sending by checking the checkbox
Optionally load a Template from the list of saved templates
Fill in the Email Subject
Write the Email Body – placeholder words can be used for personalization (e.g., %kontakty-Oslovení% %kontakty-Příjmení%)
Attach any attachments
Click Send

Scenario B – without a verified sending address:

Copy the displayed email addresses into your email client (we recommend the BCC field)
Click Next to proceed to record entry

Procedure: Step 5 – Recording Email Dispatch in CRM

In step 5 of the CRM module mailing wizard, information about the email dispatch can be saved to all contacted contacts as a CRM record:

Select the Record Type (email, campaign, ...)
Write a Note – description of the sent email content (if the note is not filled in, the record will not be saved)
Attach attachments as needed
Click Save record / next

Procedure: Step 6 – Creating a Follow-up Task for Contacted Persons in CRM

In step 6 of the CRM module mailing wizard, a follow-up task can be created for contacted persons (e.g., follow-up contact in 14 days):

Select the Record Type
Write a Note – task description
Select the Status – status of the new task
Select Assigned to – responsible user
Set the Due by – task deadline
Click Save task

Email Template Management in CRM

Email templates in the CRM module allow you to save frequently used emails for quick loading in the mailing wizard. Templates are available via the Mailing – Templates tab.

On the Mailing – Templates tab, click Add
Fill in the template name, email body, and attach any attachments
The template can be tested by sending it to a specified test address
Click Save

CRM Module Integration with Other Modules

CRM and Invoicing – Issued Invoices, Received Invoices

The CRM module is linked to the Issued Invoices and Received Invoices modules. In the company detail in CRM, billing details are displayed (individual payment term days, payment conditions, default currency). Bank accounts recorded for a company in CRM are automatically offered when issuing an invoice for that company.

CRM and Projects

From the company detail in the CRM module, you can directly navigate to the Projects module and view or create projects linked to the given company. Projects buttons and project creation are available in the company detail header (if the Projects module is active).

CRM and Tasks, Work Reports, HelpDesk

From the company detail in the CRM module, you can navigate to the Tasks, Work Reports, and HelpDesk modules with automatic filtering of records by the given company. Button availability depends on the activated modules in your installation.

CRM and REST API

The CRM module supports REST API for automatic export and import of data from external systems. REST API can be activated in Settings → CRM → RestAPI. Available operations: GET (read), POST (create), PUT (update), DELETE (delete) for CRM_Companies, CRM_Addresses, and CRM_Contacts entities.

Troubleshooting the CRM Module

Frequently Asked Questions about the CRM Module

Question: The Add Company button is inactive (greyed out).

Answer: To add a company in the CRM module, you need permissions at least at the Can read all, write all level. Contact your intranet administrator for the necessary access rights.

Question: I cannot delete a company – the Delete button is missing.

Answer: Deleting companies in the CRM module requires permissions at the Delete/restore/import companies level. This permission is assigned by the administrator in Settings → CRM.

Question: I cannot see the Export to Excel button.

Answer: Exporting companies and contacts to XLSX is a separate permission (Export companies/contacts to XLSX). Ask your administrator to assign it in the CRM module settings.

Question: Mailing does not send emails automatically, it only displays a list of addresses.

Answer: Automatic email sending directly from CRM is available only for Extra version subscribers with a verified sending address. In other cases, copy the displayed addresses into your email client (we recommend the BCC field) and send the email yourself.

Question: An error appears when importing companies from Excel.

Answer: Make sure you are using exactly the original Excel template downloaded from the link on the import page in the CRM module. A maximum of 100 companies can be imported at once. Verify that you have delete/restore/import companies permission.

Question: The Delete button does not work for a record (task).

Answer: Records in the CRM module can be deleted within 1 hour of their creation. After one hour, deletion is only possible for users with the Delete records permission.

Tips for Effective Work with the CRM Module

Tip: Use the Last Record filter on the Companies tab to identify companies you haven't communicated with for a long time (e.g., older than 3 months).
Tip: When entering a record as a task, simply choose a status other than Resolved – the system automatically displays the assignment and deadline fields.
Tip: In the CRM calendar, click on an empty day to quickly add a task with a pre-filled deadline.
Tip: For bulk email personalization, use placeholder words in the format %kontakty-Oslovení% and %kontakty-Příjmení% – the system replaces them with values from the contact card when sending.
Tip: Bulk adding a record to multiple companies at once – select companies in the table and click Add record/task to selected.
Tip: For Czech companies, use automatic data retrieval from ARES when adding a new company – click Load by Company ID in the add company dialog.
Tip: Custom fields for companies, branches, and contacts are configured in Settings → CRM → General Settings – they allow you to record specific information needed for your industry.

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