CRM Management Software

This CRM system was built for VINCUS Co., Ltd to solve a problem familiar to any growing company: customer data scattered across spreadsheets, chat threads and the personal notebooks of individual sales reps. Whenever someone left the company, the history of their conversations left with them.

The entire customer lifecycle — from lead, through quotation and order, to after-sales care and repeat purchase — now lives in a single system, connected to product data, revenue figures and the sales quota of every account manager.

System overview

The system is organised around one model — Customer → Opportunity → Quotation → Order → Care — where:

• The customer is the centre: every contact, order, complaint and outstanding balance rolls up into one record.
• Sales opportunities follow clearly defined stages instead of living in someone's memory.
• Orders are generated directly from approved quotations, so nothing is re-keyed and prices never drift.
• Reports are built from the transactions themselves — no manual month-end consolidation.

Key features

360° customer profile

• Handles both company accounts and individual customers, with multiple contact persons per company.
• Segmentation by customer group, industry, region and lead source (referral, advertising, trade fair, website…).
• A complete interaction history: calls, emails, meetings, notes and attachments on a single timeline.
• Purchase history, lifetime value and repeat-purchase frequency for every customer.
• Duplicate prevention — warns when a new record matches an existing phone number, email or tax code.
• Account ownership per sales rep, with handover support when staff change.

Leads and sales opportunities

• Capture leads from multiple sources and assign them to the sales team automatically or manually.
• Stage-based sales pipeline: contact → consultation → quotation → negotiation → won / lost.
• Drag-and-drop Kanban view for moving stages, showing expected value and win probability per step.
• Revenue forecasting based on open opportunity value and close probability.
• Records the reason for every loss, feeding analysis of where the process breaks down.
• Alerts for opportunities left untouched beyond a defined number of days.

Products and price lists

• Product and service catalogue by category, with codes, units, specifications and images.
• Multiple price lists by customer group, region or promotional period.
• Discounts by purchase volume or by individual agreement with a customer.
• Cost and selling price tracking so gross margin can be calculated per order.
• Available stock visible while preparing a quotation, preventing sales of items that are out of stock.

Quotations and orders

• Create multiple quotation versions for the same opportunity, each with its own validity and terms.
• Export quotations to branded PDF and send them to the customer by email directly from the system.
• Convert an approved quotation into an order in one action, preserving prices and discounts.
• Order status tracking: pending approval → approved → in delivery → completed → cancelled.
• Multi-level approval for orders that exceed discount limits or the customer's credit limit.
• Partial payment recording, accounts receivable tracking and debt ageing per customer.
• Returns and cancellations with reasons and matching revenue adjustments.

Customer care

• Support requests and complaints managed through a full lifecycle: received → in progress → awaiting reply → closed.
• Assignment of an owner, priority level and SLA deadline, with alerts before the deadline is missed.
• A care log for recurring activities: check-in calls, satisfaction surveys, contract renewal reminders.
• Automated reminders — follow-up calls, warranty dates, birthdays and payment due dates.
• Bulk email and SMS by customer segment for promotions and loyalty campaigns.
• Satisfaction ratings collected after each support case as input for service improvement.

Revenue and sales performance

• Records actual revenue both by invoice and by cash collected.
• Assigns sales quotas (KPIs) monthly, quarterly and annually per rep, per team and company-wide.
• Real-time quota attainment tracking with an internal leaderboard.
• Commission calculation by flat rate or tiered by sales volume, separating collected from uncollected amounts.
• Gross margin analysis by product, by customer and by sales rep.

Reports and dashboard

• Overview dashboard: revenue, orders, new customers, open opportunities and overdue receivables.
• Revenue reports by period, product, customer, region and sales rep.
• Sales funnel — conversion rates between stages, exposing where deals stall.
• New customer, returning customer and churned customer reports.
• Accounts receivable reports with debt ageing analysis.
• Customer care performance: request volume, average resolution time and SLA breach rate.
• Excel export for every report, ready for meetings and archiving.

Administration and permissions

• Role-based permissions: director, sales manager, sales rep, customer care agent, accountant.
• Data scoping — a rep sees only their own accounts, a manager sees the whole team.
• Controlled access to cost price, gross margin and outstanding debt.
• A full audit log: who changed what, when, and the values before and after.
• Bulk import from Excel for system setup or for onboarding new customer lists.

Who uses it

• Management — a full view of revenue, quota attainment and pipeline health.
• Sales managers — assign accounts and monitor each team member's progress against quota.
• Sales reps — manage their accounts, opportunities, quotations and orders.
• Customer care team — handle requests, resolve complaints and run scheduled care activities.
• Accounting — track receivables, reconcile payments and recognised revenue.

Highlights

• Customer data belongs to the company — conversation history stays in the system when staff leave.
• A transparent sales process — every opportunity has a stage, an owner and a deadline.
• Quotation to order in one flow — no re-keying, no price mismatch between the two steps.
• Live numbers — revenue, quota attainment and receivables update as transactions happen, not at month end.
• Care at the right moment — the system raises reminders instead of relying on someone remembering.

The system went live in 2021 and continues to grow alongside the company's real operating processes.