Documentation

CRM list

Author: Łukasz Strumiński

Created: Aug 26. Updated: Aug 26.

The Customers tab in the Thulium system contains a list of CRM records covering companies and individuals with whom communication is conducted. It is a central place for collecting customer data to support agents in their daily work. With a complete set of information such as contact details and assigned notes, agents gain quick and easy access to the context necessary for professional service.

Each record is described by the following default columns:

• Identifier - customer identification number,
• Customer - first and last name of the person or company name,
• Email - email address assigned to the customer,
• Phone number - phone number assigned to the record.

If there are multiple phone numbers or email addresses assigned to a customer, this information is indicated by the symbol .

By expanding , you can describe CRM records with additional columns:

Columns can be expanded by clicking the left mouse button on the edge and moving the cursor.

To change the order of fields, click on the field and then move it left/right.

By hovering over the customer's name, you can preview the record data:

Clicking on the customer name will take you to the specific customer card.

Filtering customers

Persons or companies can be searched for using a search engine that searches by:

• identifier,
• customer name,
• telephone number,
• email address.

To select a search parameter, click on the search engine .

From the drop-down list, select the filter you are interested in, which will be applied after entering a value in the search field.

By pressing Ctrl + Shift + f, you can quickly open the search engine and enter a keyword.

Within the same search, you can use the available shortcuts:

If you search for a customer only by email address or phone number and no results are found in CRM, you can search the contact history for the specified data:

After clicking, a temporary customer card from outside the CRM will appear with the contact history for the given number/email address.

Additionally, for more advanced searching of CRM records, use the advanced filters.

Advanced search is useful for large and complex customer databases – it allows you to quickly find a person or group of people, e.g. from the same province.

Available filters:

• Type - option to select customer type:
  • Companies only,
  • Only persons,
  • Only persons from companies,
  • Only persons without companies,
  • Only companies and persons from companies.
• Personal - search by personal data:
  • Job title,
  • Gender,
  • Date of birth,
  • PESEL.
• Company - search by company data:
  • Company,
  • Industry,
  • Customer group,
  • Customer type,
  • TIN,
  • REGON.
• Address - search by contact details:
  • Country,
  • City,
  • Postcode,
  • County,
  • Voivodeship.
• Custom field - search by custom fields type:
  • text (max. 100 characters),
  • text with indexing,
  • large text,
  • yes/no,
  • list,
  • link,
  • number,
  • date,
  • email.
• Campaigns - wyszukiwanie według statusu:
  • System status - system statuses, e.g. Call.
• Contact - search by date of last contact:
  • Contact via ticket,
  • Contact via phone,
  • Any contact,
  • No contact from.
• Other - search by additional parameters:
  • Import,
  • Show hidden,
  • Account manager,
  • Create date,
  • VIP only.

After selecting the filters, the selected customers will automatically appear in the CRM list.

Clicking on will remove all selected filters.

Saving a filter set

If you frequently use a specific type of filter, you can save this setting. The next time you want to search for customers in the same way, simply select the pattern. How do you do this? After selecting the filters, click on the filter slider , and then select .

In the window, enter the name of the filter and decide whether it will be visible to everyone or private. At this stage, it is still possible to modify the saved filter set. After selecting them, confirm your selection by clicking .

The created filter will appear below the slider, divided into Public and Private filters.

To edit existing filter sets, click on the symbol, then click:

A previously defined set of public/private filters can be set as default:

Context menu

Right-clicking on a record brings up a context menu with functions such as:

• Open - opening a given customer's card in the same browser tab,
• Open in a new tab - opening a given customer's card in a new browser tab,
• Call - making an outgoing call to the customer's specified number,
• Show tickets - display all tickets assigned to a given customer,
• Add ticket - adding a ticket assigned to a customer,
• Send SMS - sending SMS messages,
• Mark as VIP - marking a record as VIP,
• Unmark VIP - VIP status for a given customer,
• Delete - removing a selected client from the system.

CRM actions

The action menu above the CRM list includes the following options:

• Add customer - adding a new company or person to CRM,
• Import customers from a CSV file - import companies or individuals from a CSV file,
• Customer deduplication - launching deduplication of persons or companies,
• Start synchronization - starting CRM record synchronization as part of ecommerce integration,
• Delete all found - delete all found CRM records,

Additionally, after clicking on the checkbox for a record or records, the following options are available:

• Change account manager - assigning a account manager to selected clients,
• Delete selected - delete the selected CRM records.

Exporting and sharing data

To export the customer list with selected filters to csv/xlsx, click .

To send a link to a given customer list with selected filters to another user, click on .

The function keys can be displayed by clicking on .