CRM — clients, cases, quotes

How to take a customer from the company card through a service case to a quote and document.

CRM dashboard

CRM → Dashboard is the morning cockpit: Start here, clickable KPIs, a Needs attention strip, and case/quote lists.

Start with Start here — the highest priority (e.g. shop cases, quotes, deadlines).
Customer drops off a device: Service intake on this dashboard (or on Cases / in the New menu).
KPIs are clickable: clients, open cases, quotes to finish, net profit.
Work the queues below, or jump via Service / Calendar shortcuts.

The Quotes to finish KPI counts draft and prepared offers — the same number as the list on the dashboard (not the same as 30-day quote acceptance in the finance snapshot).
Refresh from the header; the As of … label shows the last fetch time.
Click an automatic deadline on the dashboard (contract, license, equipment) or a quote from Quotes to finish to open the card; Cancel / Esc returns to the Dashboard.
CRM search and list filters (clients, contacts, cases): names, subjects and descriptions match from the start of a word (e.g. “darek” will not hit “przegladarek”). NIP, phone, email and protocol number still match a fragment. Cancel / Esc on a quote or document from the results returns to the page you searched from.
The ? Help control on the card describes the same flow.

Clients, contacts, locations

Start with the client card: company data, contacts (people), locations. You can attach equipment and RMM device links so technicians see context in one place.

CRM → Clients → Add client (name, tax ID, contact details). The list does not include note bodies — the note icon opens the full text. The contacts and partners lists also omit notes (icon / edit / CSV). The cases list omits the description (including intake protocol text) — it is on the card, in edit, and in CSV.
For a company, enter the NIP and Fetch from GUS by NIP — the same control is after Edit in the client card header. GUS fills empty fields only.
A new client gets your IT company timezone and you as account manager; the list shows the login email so you can pick someone else.
On the client card add a contact (name, email, phone — the rest is under “More details”) and a location (branch / address).
If the client has an RMM device, link it on equipment / location when available.

Open the client card whenever they call — you get case and document history.
Phone and email on the client card (and the location phone) appear in the companion visit card as Phone / SMS / WhatsApp / email. In the app, the client card W serwisie list shows the equipment manufacturer and model (not just “Laptop”), the protocol number, and the intake subject.
Locations help when one company has multiple sites. A new location without its own timezone inherits the client zone. From the Locations list the client field starts empty until you pick a company; a single-company filter fills that client in.
On the client card, the location or subscription name opens the record; Cancel returns to the card.
Send email on the card opens correspondence for that client; Cancel / Esc / backdrop returns to the card.
The Email tab on the card shows the latest 20 messages; the full mailbox is in Communication.
The Quotes tab on the card shows up to 80 latest quotes and offers; the net total comes from the server. Product photos, line items, AI drafts, and quote notes/terms are in preview / edit, not the list. The offers list also omits notes and full client/partner cards.
On a phone, Quick actions opens as a list from the bottom of the screen (scrollable). Edit stays in the header; email and create-in-RMM move into that list so they do not cover the card.
On the client card → Contacts, actions live in the ☰ menu. Delete removes the contact when this is their only company; Remove from company unlinks a person who also belongs to other companies. The same split is on the contacts list when filtered by company. On the partner card and the contact card header, Delete removes the whole record (the confirm says so when they have several companies). To unlink just one company, use ☰ Remove from company or × next to the name on the contact card. After unlink, Back does not return to a company they no longer belong to (including the contacts list filtered by that company). “Send portal access” appears only when the company is linked to RMM (IT care) and the contact has an email — without care that action is not needed. If the app says the email is already in another company: you may not see that person in CRM (RMM login emails are unique). An unused account with no password is moved to this company when you send again. Deleting the contact also frees its portal login when no other contact still uses it, so the same email can be invited under another company. An active account still linked to a contact in another company has to be removed there, or you change the email.
On the contact card, once a portal account exists, Send password reset emails a link (the same flow as login reset). If the toast says the token was created but the email did not send — check SMTP.
The walk-in computer password is on the card immediately (Service passwords under the name — eye next to the dots). On an intake case the same eye is under the case title and in the protocol Password field. The Vault stays for the full entry list (router, mail). Details: Equipment, licenses and vault.

CRM mailboxes (IMAP and M365)

CRM → Mail settings → Mailboxes is a separate hub from RMM alert email. Add a mailbox, test the connection, then set senders and the HTML footer.

IMAP: email address, host, port, Secure TLS, username and password. Outgoing SMTP is required if you reply as this mailbox (usually port 587; full SSL only on 465).
Microsoft 365: access token (required), optional refresh token, token expiry, optional username. Do not paste production tokens into a shared browser session.
Sync date range All reaches mail from up to 10 years ago (for example 2017). Empty password on edit keeps the saved secret.

The Communication hub shows only recent messages and documents (types such as “Intake protocol”). The full mailbox is Correspondence — the list does not download HTML bodies until you open a message. A new correspondence entry starts with an empty client until you pick one; a single-company filter fills that client in.

Map coordinates (WGS84)

On the CRM locations list you can store latitude and longitude (WGS84) — visit-route navigation is then more precise than the address alone. The fields are optional.

CRM → Locations → add or edit a location (clicking the name on the list also opens the card). The list omits location notes — the full text is in edit and in CSV.
Fill the address, then Get coordinates from address, or click the map / drag the pin.
Save. Clear coordinates if the point should fall back to the address only.

Enter both coordinates or leave both empty — a single filled field is rejected.
Pin off the street: fix the address and geocode again, or drag the pin yourself.

CRM case vs RMM ticket — when to use which

Serwis package (crm_desk): you work only with CRM cases (shop / intake). There is no RMM fleet — do not look for RMM company linking or “Create RMM ticket”.

IT-care plans (Starter+): a CRM case is the source of truth for customer reporting (counts, due dates, billing). An RMM ticket is technical work on a fleet device — add it when you need to act on a PC.

Walk-in / counter → CRM → Cases or Service intake (protocol).
Retained care customer calls → CRM → Cases (or client card) → Add case; RMM ticket optional when equipment is RMM-linked.
Issue detected by RMM (alert) → RMM ticket, then a CRM case linked to that ticket (only when you have a fleet).

Need it on a customer report? Always a CRM Case.
Doing work on a fleet device? RMM ticket (link it to the case if one exists).
On Serwis there are no tickets — a case and protocol are enough.

Cases and SLA (overdue)

SLA cards on the cases list (open / overdue / today / 7 days) count open cases by due date.

On the list, status (dropdown) and priority (colored chip) are separate. Unspecified means no priority — it is not a second status.

The Both segment filter shows both queues (Care and Repair), not only clients tagged Both. Dual clients also appear in the Care and Repair filters.

Walk-in reception ≠ care contract

Service intake — mainly walk-in / shop counter: protocol, workshop due date from priority (4/8/24/72h). Does not use care-contract SLA. Type a company, a person, a phone or an email — the start of the name is enough. If the card already exists (company or private person), the system shows it instead of creating a duplicate. Details: Service intake and protocols.
IT care — contracted client with a package: when creating a case pick remote / on-site; empty due date → slaRemoteHours or slaOnSiteHours from the contract, otherwise priority; package hours are billed separately (workMinutes).

On the Serwis (crm_desk) plan, or when you have no care clients, the UI shows only the shop (no Care lane or hour packages). When you have care, Dashboard and Service show two worlds: workshop repairs vs fleet / updates / contract hours.

On the Service hub, Equipment in service opens the equipment card (when there is no RMM agent). Cancel or Esc returns to the hub — you are not left on the full equipment list. The hub loads only a few recent cases and in-service equipment rows.

New case from the hub opens the form on the cases list; Cancel / Esc / backdrop returns to the hub. A new case and service intake assign you unless you pick someone else.

From an RMM ticket, Create case in CRM opens the same form; Cancel returns to the ticket or preview — you are not left on the cases list.

Click Overdue to see open cases past their due date.
After you complete a case (or cancel / move the due date), the card count and list refresh immediately.
Refresh SLA in the header asks the scheduler to stamp overdue on still-open cases that are past due — it is not a full reload.
Create continuation (on the case card) opens a new case for the same client / equipment; the subject gets “ (continuation)” and work minutes start at 0. Cancel / Esc / backdrop returns to the case card.
RMM tickets have a separate SLA (business hours / first response) — e.g. backup failure.
Create quote from the case card opens the quote form; Cancel / Esc / X returns to the case (a click outside the quote window does not close it).
Add entry (correspondence) from the case card opens a new email for that case; Cancel / Esc / backdrop returns to the case.

Quotes, offers and documents

CRM also covers commercial follow-up: quotes/offers, documents and protocols. After a case you can issue a document or move to the next service offer — without copying data into a spreadsheet.

Keep quotes with the right client — easier at renewal time.
Quick offer: paste wholesaler text and choose Separate products — each item with its own price becomes a card. Assemble as one bundle takes a parts list and one final price (for example “sale price 3400 PLN gross”) and makes one card. The bundle name is optional. Each click adds cards and does not remove the previous ones. With at least two cards, Rewrite pitches against each other compares them before you save. Save offer does not open a PDF immediately — then choose Download PDF (with total) or Download PDF (without total). The same choice appears after Save in the offer editor. Clear list starts over.
When the client picks one option from an offer without a total, set the status to Accepted and use Move to quotes. Uncheck the products they did not take — only the selected lines go to the quote.
Profit on an offer with several alternatives is not a real margin. The client card would otherwise add the margin of every computer, but the client chooses one. With more than one line, Net profit shows “—”. Margin counts on the quote, after you move the chosen product.
Send by email is on the offers list and on the client Quotes tab. In the window choose Send PDF (with total) or Send PDF (without total).
While editing an offer, Add product from text (AI) has the same two buttons. Existing lines stay.
Line photos: drag files onto Photos or use Add photos (up to 5 per line). On a phone the button stays — the drag hint is hidden. The photo with the ★ Main badge is the largest one on the PDF product card. To pick another one, click Set main under it. The PDF card shows up to 3 photos: below the main one there is either a second photo of the same size, or the second and third side by side.
With several product cards, Rewrite pitches against each other compares the lines (who it is for, how they differ, no generic slogans). Undo pitches restores the previous copy until you save the offer. Adding from text also sends the lines already in the offer to the AI.
Change an offer or quote status directly from the Status dropdown on the Offers and Quotes lists and on the client card’s Quotes tab (requires permission to edit quotes). Without it you only see the status badge.
Quick offer, offer, and quote lines never scroll sideways: wide screens show a table, and narrower windows (phone, portrait tablet) show each line as a card with labelled fields.
From email, reports, the client-card timeline, or a linked quote/offer, Cancel / Esc / save returns to where you opened the card.
Create quote from the case card: Cancel / Esc / X returns to the case (a click outside the quote window does not close it).
Add entry (correspondence) from the case card opens a new email for that case; Cancel returns to the case.
On the client card (Equipment / Documents / Locations / Subscriptions) and the partner card (documents), the name opens the CRM record; Download stays a separate button. Cancel returns to the card. The Documents tab on the card shows up to 80 latest files.
On the Documents list, the name opens the record; Download is in the row menu. The list shows the first 200 documents and omits notes — the full text is in edit and in CSV. When adding, client and partner start empty — pick from the list; a single-company or partner filter fills that choice in.
On the Services and products list, the name opens the record; Cancel leaves you on the list.
On CRM lists (contacts, cases, locations, equipment, vault, documents, licenses, subscriptions, quotes and offers) and on the calendar, the client filter is a single field: type a name or email and pick from the suggestions. Nested company rows on locations, vault, licenses, subscriptions, and tasks omit notes — the full card is in edit.
A quote number on the case card opens preview; Close returns to the case. A dead preview link leaves you on the quotes list (the next Cancel does not jump to the dashboard).
Quote and offer preview in the panel follows light/dark theme — it is not a white sheet on a dark layout. PDF / email for the client stays a white document. The equipment edit window, including Remote desktop (AnyDesk / TeamViewer), also follows the panel theme.
Service protocols use the user signature (set it in the profile if required).
Attach emails and documents to cases so contact history stays complete.

Documents after service

On the case card, after the intake protocol is approved, Documents after service holds the release / pickup protocol and the diagnostic / service report. Pickup signature does not replace the intake signature. Full steps: Service intake and protocols.