CRM Guide
The Sampo CRM gives admin users a single workspace for managing organisations, tracking deals, running a sales pipeline, and automating follow-up work. This guide explains what each section does, how the pieces connect, and how to get the most out of the system.
How the CRM is Organised
The CRM is built around Organisations — companies or accounts you are actively working with. Everything else in the CRM attaches to an organisation:
Organisation
├── Leads (source tracking and qualification status)
├── Pipeline Stage (where the deal currently sits)
├── Deals (value, forecast, close probability)
├── Tasks (to-dos assigned to admins)
├── Notes (call logs, meeting summaries, emails)
└── Tags (labels used for filtering and automation)
You reach the CRM from Admin → CRM in the sidebar.
CRM Hub (Overview Dashboard)
The CRM Hub is the default landing page. It gives a at-a-glance summary of the pipeline's current health:
- Pipeline value — total estimated deal value across all open organisations
- Leads this week — new organisations added in the last 7 days
- Tasks due today — open tasks with a due date of today or earlier
- Recent activity — latest notes, stage moves, and task completions
Use the Hub to start each day: check tasks due today, review new leads, and spot stalled deals that need attention.
Leads
A lead represents an organisation at the top of the funnel — they have expressed interest or been identified as a prospect, but are not yet qualified for a formal deal.
Lead fields
| Field | Description |
|---|---|
| Organisation | The linked organisation record |
| Source | How the lead was acquired (web, referral, outbound, etc.) |
| Status | new, contacted, qualified, or disqualified |
| Assigned To | Admin user responsible for follow-up |
| Notes | Free-text context added at creation |
Lead lifecycle
- New — just captured, no contact made yet
- Contacted — an outreach attempt has been logged
- Qualified — the lead meets criteria to move into the pipeline as a deal
- Disqualified — not a fit; archived but not deleted
When a lead is qualified, create a deal for the same organisation to track it through the pipeline.
Pipeline
The Pipeline is a kanban board where each column is a stage and each card is an organisation. Moving a card to a new column changes the organisation's pipeline stage and can trigger automation workflows.
Default stages
Stages are configured per deployment. Common defaults are:
Prospecting → Qualification → Proposal → Negotiation → Closed Won / Closed Lost
Working the board
- Drag a card to a new column to change its stage
- Click a card to open the organisation detail panel
- Filter the board by assigned admin, tag, or deal value using the toolbar
- Add an organisation to the pipeline using the + Add button in any column
Stage changes are logged automatically in the organisation's activity history.
If a workflow is configured to fire on stage_change, it runs immediately when
the card lands in the new column.
Deals
A deal captures the commercial details of an opportunity attached to an organisation.
Deal fields
| Field | Description |
|---|---|
| Title | Short name for the opportunity |
| Value | Estimated contract or revenue value |
| Currency | Currency for the value amount |
| Stage | Current pipeline stage (synced with the kanban board) |
| Close Probability | 0–100 % likelihood of winning (used in forecast) |
| Expected Close | Target date for the deal to close |
| Assigned To | Responsible admin |
Revenue forecast
The Deals page includes a forecast panel that multiplies each deal's value by its close probability to produce a weighted pipeline total. Use this to estimate realistic revenue for the current period.
Tasks
Tasks are to-dos attached to an organisation. They keep work visible and prevent follow-ups from being missed.
Task fields
| Field | Description |
|---|---|
| Title | What needs to be done |
| Due Date | When the task should be completed |
| Priority | low, medium, or high |
| Status | pending, in_progress, or completed |
| Assigned To | Admin responsible for the task |
| Organisation | The linked organisation record |
Task automation
Tasks can be created automatically by workflows — for example, every time a deal moves to the "Proposal" stage, a workflow can create a task to send the proposal document. See the Workflows section below.
The task_overdue workflow trigger fires when a task passes its due date
without being completed, enabling automatic escalation or reminders.
Notes
Notes are a permanent log of every interaction with an organisation — phone calls, emails, meetings, and general observations.
Note types
| Type | Use for |
|---|---|
| General | Miscellaneous context that doesn't fit elsewhere |
| Follow-up | Reminders and next-step observations |
| Call | Phone or video call summaries |
| Key points from email exchanges | |
| Meeting | In-person or virtual meeting notes |
File attachments
Files can be attached to any note (maximum 10 MB per file). Attachments are served via signed URLs — links expire after a short period for security.
Note discipline
A well-maintained note history is the most valuable part of a CRM record. Teams that log every meaningful interaction can hand off accounts cleanly, pick up stalled deals quickly, and demonstrate prior context when re-engaging a contact.
Tags
Tags are free-form labels applied to organisations. They serve two purposes:
- Filtering — find all organisations with a given tag across the leads list, pipeline board, and deals page
- Triggering automation — the
tag_addedandtag_removedworkflow triggers fire whenever a tag is applied or removed, enabling segmentation- based automation (e.g. enrol organisations tagged "enterprise" into an enterprise onboarding workflow)
Tags are managed centrally from Admin → CRM → Tags. Creating, renaming, or deleting a tag from this page affects all organisations that use it.
Workflows
Workflows automate repetitive actions so they happen consistently without admin intervention.
Anatomy of a workflow
| Part | Description |
|---|---|
| Trigger | The event that starts the workflow |
| Conditions | Optional field checks that must pass before actions run (AND logic) |
| Actions | What happens: create task, send notification, update field, add/remove tag |
Available triggers
| Trigger | Fires when… |
|---|---|
| Manual | Admin triggers it from the workflow list |
| Tag Added | A specific tag is applied to an organisation |
| Tag Removed | A specific tag is removed from an organisation |
| Note Created | A new note is logged |
| Task Created | A new task is created |
| Task Completed | A task is marked complete |
| Stage Change | An organisation moves to a new pipeline stage |
| Task Overdue | A task passes its due date without completion |
Workflow patterns
New lead assignment Trigger: Tag Added (tag = "new-lead") → Action: Create Task ("Follow up within 24 hours", assigned to sales team lead, due tomorrow)
Post-meeting follow-up Trigger: Note Created → Condition: Note type = Meeting → Action: Create Task ("Send meeting summary", due today)
Enterprise onboarding Trigger: Tag Added (tag = "enterprise") → Action: Apply Tag "enterprise-track"
- Create Task "Schedule onboarding call"
Deal won celebration Trigger: Stage Change → Condition: Stage = "Closed Won" → Action: Send Notification to team channel
Custom Fields
If the built-in fields don't cover your data needs, custom fields let you add your own. Custom fields are defined per entity type (Organisation, Note, Task) and appear automatically on all record detail pages.
| Field type | Use for |
|---|---|
| Text | Short labels, references, names |
| Number | Numeric values, counts, limits |
| Date | Calendar dates |
| Boolean | Yes/No flags |
| Select | Choices from a predefined list |
Manage custom fields at Admin → CRM → Settings → Custom Fields.
RBAC and Access
All CRM sections require an Admin or Super Admin role. There are two permission levels:
| Permission | Grants access to |
|---|---|
crm:read | CRM Hub dashboard (overview only) |
crm:manage | All other CRM sections: leads, pipeline, deals, tags, workflows, custom fields |
Tasks and Notes are accessible to Admin and Super Admin users.
Non-admin users (members, customers, guests) have no access to the CRM.
Getting Started Checklist
If you're setting up the CRM for the first time:
- Review pipeline stages — confirm the default stages match your sales process; contact your system administrator to adjust them
- Define tags — plan a consistent tagging taxonomy before adding organisations (e.g. by size, industry, or source)
- Set up custom fields — identify any organisation-level data you track in spreadsheets that should move into the CRM
- Build foundational workflows — start with a "new lead" task workflow and a "task overdue" notification; add more as patterns emerge
- Establish note discipline — agree on which interactions the team will log and which note type to use for each
Quick Navigation
| Section | Path |
|---|---|
| Hub | Admin → CRM |
| Leads | Admin → CRM → Leads |
| Pipeline | Admin → CRM → Pipeline |
| Deals | Admin → CRM → Deals |
| Tasks | Admin → CRM → Tasks |
| Notes | Admin → CRM → Notes |
| Tags | Admin → CRM → Tags |
| Workflows | Admin → CRM → Workflows |
| Custom Fields | Admin → CRM → Settings → Custom Fields |