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QrX App CRM: Find a Person or Company and Act on It

H
Written by Hayko

QrX App CRM: Find a Person or Company and Act on It

The CRM in the QrX app lets you look up a customer or lead on your phone and act on it straight away: read the 360 view, add a note, add a task, send an e-mail or call. It is for team members who use the CRM in QrX Portal and work on the road or at the desk. The CRM is part of the app's Work mode, the same account link you use for the Message Centre.

Before You Start

Three things must be in place, otherwise the CRM row does not show or the screens stay empty.

  1. Connect your work account. In the app profile, open Connect work account and follow the steps. The app asks you to sign in to QrX Portal in the browser and approve the phone. Check that the portal shows exactly the code the app shows. Without this link the CRM says Connect your work account and offers Open My message centre.

  2. Your role needs the CRM. In QrX Portal, an administrator gives you a role that includes the setting View CRM (the setting is switched on in the role under Settings > Roles and the role is added to you under Settings > Users). Without it the CRM row is hidden in your profile and a direct open shows No CRM access: "Your role does not include the CRM. Ask your administrator to give you access in QrX." To add notes, check-ins and leads you also need Edit CRM records. To see deals you need View deals; to move deals you need Edit deals. Starting a CloudTalk call from the CRM needs Make CRM calls and a CloudTalk agent linked to your user.

  3. The CRM must be switched on for your organization. If it is not, the app shows CRM is not enabled: "CRM is not enabled for your organization. An administrator can turn it on in PortalX."

Use an app version that includes the CRM.

Open the CRM

Open your profile in the app. Under your work account you find the row CRM with the line "Customers, notes, tasks and calls", right under the warehouse row. Tap it. The CRM opens with a search field at the top and the name of your organization under the title.

Find a Person or Company

  1. Choose People or Companies with the switch under the search field. If your plan and role allow deals there is also Deals.

  2. Type in the search field. For people the hint is "Search people by name, e-mail or phone". For companies it is "Search companies". Tap the clear button to start again.

  3. For people you can filter with Everyone or My people.

  4. Tap a row to open it. The list loads more rows when you scroll down. Pull down to refresh.

Empty states: No people yet ("Add your first lead with the person button at the top.") or No people found ("Try another name, e-mail address or phone number."). For companies: No companies yet ("Companies appear here when they are added in the CRM.") or No companies found.

The Person Screen (360 View)

The person screen shows the name, a Shopper pill when the person has ordered, the owner ("Owner: name") and the lead score ("Score 40"). Under the name are five quick actions: Call, E-mail, Check in, Note and Task. Below that you find:

  • CONTACT: phone numbers and e-mail addresses. Tap one to call or write.

  • ORDERS: for shoppers, Total spent, Orders, Open and the last order date.

  • OPEN TASKS: the person's open tasks. Tap the circle to mark a task done.

  • ACTIVITY: the timeline with entries of the kinds Note, Call, Conversation, Order, Return, Task done, Deal, Visit and Update. A conversation you may not open shows as "A conversation you do not have access to". With no history you see No activity yet.

Call is greyed out when the person has no phone number. E-mail is greyed out without an e-mail address. Check in and Note are greyed out without the setting Edit CRM records. The company name on the person opens the company.

The Company Screen

The company screen shows the owner and the quick actions Maps (opens the address in a maps app), Website, Check in, Note and Task. Below are ADDRESS, PEOPLE (with "People: 3"), OPEN TASKS and ACTIVITY. Tap a person to open them.

Add a Note

  1. On a person, company or deal tap Note.

  2. In the sheet Add note, write in the field Note (hint: "What happened?").

  3. Tap Save note. The app shows Note saved and the note appears in the activity.

Add a Task

  1. Tap Task on a person or company. You can also add a task from the task list, see below.

  2. In the sheet New task, enter the Title (for example "Call back about the quote").

  3. Under Due choose No due date, Today, Tomorrow, Next week or Pick date.

  4. Tap Save task. The app shows Task added.

Complete a task by tapping the circle in front of it. The app shows Task done and a button Undo that reopens the task. For a repeating task the message is "Task done. The next one is due date."

My Tasks

Open Today from the top of the CRM (the calendar icon, with a badge for tasks that are late or due today) and tap All my tasks. The screen My tasks shows pills such as Overdue: 2 and Due today: 3. A task shows Due date, Overdue since date or No due date. With no tasks you see Nothing to do: "Tasks you add, or that are assigned to you, show up here."

Call a Person

  1. On the person screen tap Call. The sheet Call opens for the person's main phone number.

  2. With CloudTalk (connected for your organization and your user linked to a CloudTalk agent): tap Call now. CloudTalk rings your CloudTalk phone first ("Calling your CloudTalk phone"). Answer it, and QrX connects you to the person. The screen then shows Call connected, or The call did not connect with Try again.

  3. Without CloudTalk: the sheet says Call with your phone and Open dialer opens your phone's own dialer.

  4. Afterwards tap Log this call to write a note about the call.

If a colleague started a call to the same number a moment ago, you see A colleague is calling this number and can tap Call anyway. If the outcome is not known, you see We could not confirm the call: check your phone before trying again; the button unlocks when QrX knows how the call ended. The app never retries a call by itself.

Common Problems

  • There is no CRM row in my profile. The work account is not connected, or your role has no View CRM setting.

  • The CRM says "Could not load the CRM". Check your connection and tap the retry button.

  • "Somebody changed this meanwhile. Pull down to reload and try again." A colleague changed the record. Pull down to refresh and repeat your action.

  • "This no longer exists." The record was removed or merged in QrX Portal.

  • "Your plan has reached its limit. An administrator can upgrade it in PortalX." The plan limit, for example for the number of people, is reached.

  • "You do not have access to this." Ask your administrator for the setting you need.

  • "Your user is not linked to a CloudTalk agent. Ask your administrator." and "CloudTalk is not connected for your organization." Calls then use your phone's dialer until an administrator links the agent in the CRM telephony settings.

  • "This person asked not to be contacted." The call is blocked on purpose.

  • "You already have a call in progress. Wait until it ends." and "CloudTalk is busy right now. Try again in a minute." Wait and try again.

When to Contact Our Support Team

Contact QrX support when the CRM row is missing although your role has View CRM, or when a screen keeps failing to load. Tell us your organization, what you tapped and the message you saw.

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