The CRM in the mobile app

Illizeo’s mobile app takes the essentials of the CRM out to meetings: find an account or a contact, call them, email them or get directions in one tap, report on a visit, even with no network, follow your activities for the day and move an opportunity forward. This article describes what the app lets you do in the CRM, and what stays on the website. It is intended for sales reps and their managers.

Before you start #

• Illizeo’s mobile app must be installed on your phone and connected to your workspace.
• The CRM module must be installed and open to you (see Enabling and administering the CRM module). Without it, the CRM entry does not exist in the app.
• The app uses the language of your Illizeo account: French, English, German or Italian. Any other language gives English.

The permissions are those of the website, CRM menu of the role matrix. You need at least one of the first four to see the CRM in the app:

Permission	What it opens in the app
CRM accounts — View	Searching for accounts and their records.
CRM contacts — View	Searching for contacts and their records, and an account’s contacts.
CRM activities — View	My activities today, an activity’s record and reports.
Opportunities — View	An opportunity’s record and an account’s open opportunities.
CRM activities — Create	Reporting a new visit, and the follow-up task.
Opportunities — Edit	Changing an opportunity’s stage.

Your scope stays the same as on the website: a record outside your scope does not open, and an account or contact you cannot read is shown as “Account outside your scope” or “Contact outside your scope”.

Opening the CRM #

On the Home tab, tap the CRM tile, “Accounts, contacts, visits”. The CRM screen brings together:

• the queue of reports waiting for the network, if there are any (see below);
• the My activities today card;
• the search: choose Accounts or Contacts, then type at least two characters in Search. Twenty results at most are shown: narrow the search if needed;
• the Recent records: the last fifteen accounts, contacts and opportunities opened on this phone.

Opportunities cannot be searched for: open them from an account, an activity or the recent records.

An account’s record #

The record gives the company name, the address and, where relevant, the Archived label. Three buttons open the phone’s apps:

• Call, if the account has a phone number;
• Email, if it has an email address;
• Directions, if it has an address: the main address, failing that the head office’s, failing that the first one. The phone’s maps app opens on that address.

Further down are the Report a visit button, then the Contacts section, with the Main label for the main contact, and Open opportunities, twenty at most, with their stage, amount and signing date. Pull the screen down to refresh it.

A contact’s record #

The record gives the contact’s name, job title and account. The Call and Email buttons only appear if the contact accepts that channel:

• a contact who refuses calls shows “Do not call: this contact asked so.”;
• a contact who refuses emails shows “Do not email: this contact asked so.”;
• a contact who has objected has no buttons, but a banner: “This contact objected to being contacted: no call, no email.”.

A contact’s preferences are set on the website (see Managing contacts and Protecting contact data (GDPR)).

Calling or emailing from the app records nothing in the CRM. To keep track of a call, report on it.

Reporting a visit #

1. On an account’s record, tap Report a visit. For a call or meeting already planned, open it and tap Report.
2. For a new visit, choose the Type among your workspace’s call and meeting types, and enter the Subject (optional) if needed.
3. Enter the Note, or dictate it with the phone keyboard’s microphone.
4. Choose the Outcome if needed.
5. To plan what comes next, turn on Create a follow-up task, enter the Task title (optional) if needed and choose the Due date: Tomorrow, In 3 days or In one week.
6. Tap Save.

• A report on a planned call or meeting marks it as done, with its note and outcome. You must be able to edit that activity.
• A new visit becomes a done activity, dated at the time it is entered: it cannot be backdated. It is not linked to any opportunity.
• The follow-up task takes over the account and contacts, and is assigned to you. A new visit and the follow-up task require “CRM activities — Create”.
• The visit and its follow-up task go together: either everything is saved, or nothing is.

With no network #

Each report is first kept on the phone, then sent. With no network, the screen says so: “Kept on the phone: it will be sent once the network is back, only once.”.

• Sending starts again on its own when the network comes back, when the app returns to the foreground, and when it opens. Nothing is sent while the app is closed.
• At the top of the CRM screen and of My activities today, the queue shows how many reports are waiting for the network; Send now retries.
• A report sent several times is only saved once.
• A report that Illizeo refuses stays in the queue, in red, with the reason for the refusal. Choose Correct, Send again or Delete; deleting loses its note, after confirmation.
• The queue holds fifty reports at most: beyond that, send them before entering another one.
• Waiting reports stay on the phone with no time limit, even if you sign out: they are sent at the next sign-in with the same account.

Reading with no network #

Records already opened online on this phone remain readable with no network, with the “Offline — data from” banner followed by the date they were last read. This data is erased when you sign out. With no network, you cannot search, open a record you never viewed, change an opportunity’s stage or mark a task as done.

My activities today #

Tap the My activities today card. The list sorts your activities into Overdue, Today and Upcoming, as on the website (see Activities and “My activities”). While a colleague you stand in for is absent, a “Tasks of …, whom you are standing in for” section shows their tasks for the day (see The CRM and HR: time, expenses, absences and departures). An overdue activity is shown in red, a done activity is struck through.

Tap an activity to open its record: its state, Done or To do, its time, place, account, contacts, report and outcome, and the Open the opportunity button if it has one. Depending on the activity:

• Mark as done, on a task still to do that you can complete;
• Report, on a call or meeting that you can edit.

Moving an opportunity forward #

An opportunity’s record gives its account, its Stage, its Amount, its probability, its expected signature date and its Next activity. Under Change stage, there is one chip per other open stage of the pipeline: tap one to move there straight away, with no confirmation.

• Changing the stage requires “Opportunities — Edit”, an open opportunity and a network connection.
• If the stage requires fields, nothing changes and a card asks for them: amount, signature date, source, competitors, opportunity contacts or custom fields. Fill them in, then tap Move to the stage. A field the app cannot fill in is completed on the website.
• “Winning or losing an opportunity is done on the website.” (see Tracking opportunities in the pipeline).

Notifications on the phone #

CRM notices can reach your phone. The bubble never says what it is about: “Illizeo”, “You have a new notification.”. When you tap it:

• a task reminder, an overdue task or a task assigned to you opens the activity concerned;
• the notice telling you that you are standing in for someone opens My activities today;
• other CRM notices open in the notification box.

To choose what you receive, open the Profile tab, then Settings, Notifications section, What you receive. Each family has three switches: Notification centre, Email and Phone. When the CRM is open to you, eight CRM families are added:

• CRM — accounts and contacts assigned, merges
• CRM — activities: assigned tasks, reminders, overdue tasks
• CRM — opportunities: assigned, signing date passed, no next step
• CRM — quotes: to approve, approved or declined, signed, expiring soon
• CRM — imports finished or failed
• CRM — data protection: purges announced or done
• CRM — Microsoft 365: connection expired
• CRM — commissions: statements to approve, approved or declined

What stays on the website #

The app does not let you create or edit an account, a contact or an opportunity, win or lose a deal, edit, reschedule or delete an activity, or create a task outside a report. Quotes, commissions, imports, the dashboard and settings stay on the website.

FAQ #

I cannot see the CRM tile. #

The CRM module is not open to you, or your role holds none of the Accounts, Contacts, Activities or Opportunities view permissions. Ask your administrator.

My report has not been sent. #

Open the app with a network connection: sending starts again on its own. If it was refused, its red card gives the reason; tap Correct, then Save.

The Change stage section does not appear. #

Check that you have a network connection: a record read with no network does not offer a stage change. You also need “Opportunities — Edit”, and an open opportunity.