Deploy a client-owned CRM and automation layer around leads, buyers, renters, accounts, projects, enquiries, transactions, collections, service activity and lifecycle communication—with configurable pipelines, tasks, reminders, segmentation, permissions and reporting.
CRM and Automations can connect to a client-owned commerce website, Rental Commerce, WMS and supported external systems, but it remains a distinct module. It does not require the client to use Vault storage, Vault marketplaces or Vault-managed sales teams.
The client can phase the module according to process maturity. A small team can start with leads and follow-ups, while a larger organisation can connect pipelines, commerce events, service workflows, collections and management reporting.
Centralise leads, contacts, companies, source, interests, notes, activities, ownership and follow-up history.
Run sales, onboarding, collections, support or other client-defined workflows with stages, owners, tasks and automation.
Connect website, rental, warehouse, transaction, service and supported external events into one relationship and reporting layer.
The goal is not merely to collect contacts. The CRM should connect account context to ownership, next actions, allowed communications and measurable outcomes.
Centralise leads, contacts, organisations, source, preferences, projects, notes, activity and connected commerce context.
Configure stages, owners, tasks, required fields, approvals, ageing, SLAs and escalations around each workflow.
Trigger transactional updates, reminders, follow-ups, approved campaigns and operational actions from real status changes.
Control consent, communication preferences, roles, deduplication, audit history, dashboards, imports, exports and supported system connections.
Start with the complete CRM architecture, then move through contact and account data, pipeline stages, ownership, tasks, mandatory information, automation rules, transactional and lifecycle messaging, consent, deduplication, dashboards and integrations.
Commerce OS CRM can connect an individual contact to an organisation, account, project, enquiry, transaction or rental context while preserving source and activity history.
The data model should remain configurable because a stylist, production house, consumer renter, corporate account and furniture buyer may require different relationship fields and workflows.
Separate the person from the business entity while keeping their relationship visible.
Record where the relationship originated and what is relevant to it.
Connect relationship data to the actual commercial activity.
Keep the relationship timeline visible across users and workflows.
Different workflows can use different stages rather than forcing sales, onboarding, collections and service cases through one generic pipeline.
Each stage can define the owner, required information, next action, ageing expectation and completion conditions needed before work progresses.
Configure different pipelines for the work the client actually performs.
Make the next responsible person or team explicit.
Stop work from advancing when essential context is missing.
Surface work that is due, overdue or at risk.
Automation should respond to meaningful events—such as a new enquiry, stage change, reservation, overdue return, unpaid balance or unresolved case—rather than sending generic messages without operational context.
Transactional and service communications can remain separate from promotional marketing, with consent and communication preferences respected according to the applicable configuration and legal requirements.
Define what event starts an automation and what must be true before it runs.
Automate the next internal action without removing human ownership.
Send communications based on actual status and approved audience rules.
Keep failed or exceptional automation visible rather than silently dropping work.
A useful CRM needs governance around who can view or change data, how duplicates are resolved, which communications are allowed and how external systems exchange information.
Management reporting can combine pipeline movement, response, conversion, ageing, collections, activity and connected commerce signals without making every external platform the relationship source of truth.
Store communication eligibility separately from general relationship status.
Reduce duplicate people and accounts without discarding useful history.
Restrict sensitive relationship or financial data according to user responsibility.
Connect CRM data to management decisions and supported external systems.
The implementation should start with relationship and process design before importing contacts or activating automation.
Define leads, contacts, accounts, projects, ownership, fields, tags, source and activity requirements.
Map stages, owners, required information, tasks, SLAs, approvals and outcomes.
Import existing records, map fields, deduplicate, validate ownership and preserve source where possible.
Build triggers, conditions, tasks, notifications, messaging, retries and escalation paths.
Bring in website, rental, warehouse, payment, support or other supported events and statuses.
Review conversion, response, ageing, workload, failures and lifecycle performance and refine the process.
The client-owned website handles public discovery, content and checkout. CRM handles relationship context, ownership, follow-up and lifecycle workflows behind the experience.
Triggers and actions must remain constrained by configured communication preferences, user permissions and the applicable business or legal rules.
The implementation should identify who owns the relationship strategy and commercial rules, who configures the CRM and which external services send or receive data.
The correct pipelines, fields, automations and reports depend on audience, transaction type, sales cycle, account structure, follow-up model and connected systems.
The final architecture depends on relationship types, teams, pipelines, existing contact data, consent rules, messaging providers, commerce events and reporting requirements.
No. The CRM can be deployed around existing sales and relationship processes and can connect to supported external websites or systems where required.
Yes. Contacts can be related to companies, accounts, projects, opportunities and other configured business contexts.
Yes. Different workflow types can use different stages, required fields, owners, tasks, approvals, ageing rules and outcomes.
Yes, where configured. Assignment can use approved rules such as team, territory, account type, source or workload, with manual reassignment and history retained.
Yes. Automations can create tasks, assign owners, update approved fields, notify users, route work or send supported communications according to configured conditions.
Yes. Transactional and service communication can be treated separately from promotional marketing, with consent, suppression and channel preferences applied according to the configured rules.
Yes, where connected. Events such as reservation, dispatch, overdue return, exception, account ageing or service status can become CRM context or automation triggers.
Yes. Migration should include field mapping, source preservation where possible, duplicate handling, ownership mapping and validation before production use.
Yes. Role, team, record and selected field or workflow restrictions can be configured according to the agreed access model.
Data export, retention, handover and platform licence rights should be defined in the applicable technology agreement and implementation scope.
We will map contact and account structure, pipelines, stages, ownership, required information, tasks, SLAs, automations, messaging, consent, migration, dashboards and system connections.
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