View source for Comfac CRM – Customer Qualification & Conversion Process

= Comfac CRM – Customer Qualification & Conversion Process =

== Overview ==

This process defines how Comfac classifies, qualifies, and converts prospects through the ERPNext CRM and Sales Module — from unqualified leads to fully realized sales transactions. Each stage (Customer Qualification → Lead → Opportunity → Quotation → Sales Order → Sales Invoice) has measurable data points and performance weights.

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== Customer Qualification ==

'''Purpose:''' Identify which organizations are worth pursuing by documenting their business profile, offerings, and potential budget.

=== Procedure ===
# Search existing database for duplicates or prior engagements.
# If new, create '''Customer Record''' with <code>Customer Type</code>, <code>Industry</code>, <code>Territory</code>, and <code>Tier</code> (MSME classification).
# Under the '''More Information''' section, fill the '''Offering Table (Child Table)''':
#* '''Item Group''' – Product/Service type relevant to the customer (e.g., ERP, Networking, HVAC, IoT, etc.)
#* '''Frequency''' – How often they purchase (Monthly, Quarterly, Annually)
#* '''Budget''' – Estimated value per cycle or per year
#* '''Last Verified Date''' – When the data was last updated

=== Reporting ===
'''Report:''' ''Qualified Customer Opportunity Potential''

* Filters: Time Period, Territory, Industry
* Metrics:
** Total number of qualified customers
** Sum of all '''Budget''' values per <code>Item Group</code>
** Opportunity Potential = Σ(Budget × Frequency) of qualified customers

=== Rules ===
* Data older than 6 months triggers "Needs Verification."
* Customers without an active Offering Table are ''unqualified''.
* Customers can have multiple item groups; each treated as a separate potential line.

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== Lead Management ==

'''Purpose:''' Capture and assess new prospects that are not yet customers.

=== Procedure ===
# Create '''Lead''' with contact info, industry, territory, and source.
# Assign to '''Sales Rep''' or '''Lead Generation Officer'''.
# Conduct initial outreach and note response or requirements.
# If interest confirmed, convert to a '''Customer''' (Qualified) and log in the Offering Table.

=== Report: Leads Conversion Summary ===
* New Leads this period
* Converted to Qualified Customers
* Leads Disqualified or Stale
* Average conversion time (Lead → Customer)

=== SLA Rules ===
* Status must change within 3 business days of creation.
* Auto-alert if <code>status</code> not updated in 5 business days.

=== Scoring ===
* Lead captured & contacted = '''1 point'''
* Lead converted to Customer = '''+2 points'''

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== Opportunities ==

'''Purpose:''' Track concrete sales prospects derived from qualified customers or leads.

=== Procedure ===
# Create '''Opportunity''' linked to Customer or converted Lead.
# Set Stage, Probability, and Expected Value.
# Update with activities (calls, meetings, quotations sent).
# Convert to Quotation when requirements are confirmed.

=== SLA ===
* Stage movement required within 7 days.
* If inactive >10 days, flag as stale.

=== Scoring ===
* New Opportunity created = '''+3 points'''
* Opportunity converted to Quotation = '''+5 points'''

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== Quotations ==

'''Purpose:''' Formalize offers to customers; source either from Opportunity or Webstore.

=== Procedure ===
# Generate '''Quotation''' from Opportunity or Webshop submission.
# Include proper Item Group and Territory Pricing.
# Route for approval via link-based workflow.
# Upon submission, link to Opportunity for reporting.

=== Report: Quotation Pipeline ===
* Quotations count by type: (Webstore vs. Opportunity-based)
* Total quoted value by region and item group

=== Scoring ===
* Quotation generated = '''+8 points'''
* Quotation converted to Sales Order = '''+10 points'''

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== Sales Orders & Sales Invoices ==

'''Purpose:''' Confirmed deals and revenue recognition.

=== Sales Order (SO) ===
* Generated upon Quotation approval.
* Uses '''temporary SO#''' until accounting assigns final SO#.
* Must link to corresponding Opportunity and Customer.

'''Scoring:''' +15 points per approved SO.

=== Sales Invoice (SI) ===
* Issued upon delivery or project billing.
* Linked to SO for continuity.

'''Scoring:''' +20 points per posted SI.

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== Performance Tracking Summary ==

{| class="wikitable"
|-
! Stage
! Activity
! Points
! SLA
! Report
|-
| Customer Qualification
| Offering Table completed
| 0 (Base)
| 6 months refresh
| Qualified Customer Report
|-
| Lead
| Captured/Converted
| 1–3
| 3–5 days
| Leads Conversion Summary
|-
| Opportunity
| Created/Converted
| 3–5
| 7–10 days
| Opportunities by Stage
|-
| Quotation
| Generated/Converted
| 8–10
| Within 5 days of Opportunity
| Quotation Pipeline
|-
| Sales Order
| Approved
| 15
| Within 3 days of Quotation
| SO Conversion Report
|-
| Sales Invoice
| Posted
| 20
| Within 7 days of SO
| Invoice Posting Report
|}

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== Objective ==

This process ensures that every step — from first contact to final invoice — is traceable, measurable, and rewarded proportionally to its impact on revenue. It drives consistent qualification standards, timely updates, and accurate reporting across the Sales lifecycle.