Self-implementation checklist for Kommo

Go to the Kommo website. Register in the service using your corporate email and phone number.

Inform all employees that from now on all customer management activities should be done only in the CRM system. No Excel spreadsheets, paperwork and correspondence through private emails. The full CRM work rules with the main actions will be below.

To ensure that no request is missed, all customer inquiries should be automatically logged in the CRM. Whether a customer reaches out via email, phone, or through a request form, it should be recorded and assigned for processing. Additionally, all customer communications are stored in Kommo.

• Email integration is automatic by default as soon as an employee signs up for the CRM.
• Customize email settings so that all incoming emails are linked to leads, and an email from an unknown sender creates a new lead.
• Create and actively utilize email templates.
• Employ email opening tracking to promptly contact customers when they review your offer.
• Implement automatic email sending when leads advance to the next stage, such as Order Confirmation.
• Configure signatures for responsible managers with automatic inclusion of their photo and contact details.

Read more about automating emails using the Mailer widget.

Analyze your sales process, starting from the receipt of the request to the closure of the lead. Identify and document the minimum number of pipeline statuses required based on your business needs and the actions to be performed at each stage.

Add the necessary statuses to the CRM, such as New Lead, Qualification, Business Quote, Invoice Sent, In Progress, Shipping, Documents Received, and Successfully Closed. Repeat this process for each pipeline if you have multiple products with significantly different sales procedures.

There should never be an active lead without a task. Never! Managers should not think about what action to perform at the moment, they should always have a specific task according to the lead stage. At different stages tasks can be assigned to different people.

• For a new incoming lead, create a task to contact the customer, understand their needs, send a message, and make a call.
• For a pre-sale, set up tasks to calculate the price, showcase the product, schedule a meeting, take measurements, and prepare a quote, among others.
• In the sales stage, establish tasks for generating invoices, sending contracts, and monitoring payments. Further information about document flow automation can be found below.
• During the production stage, create tasks to send orders to manufacturers, oversee production, prepare products, and gather all necessary items for service provision.
• For shipment, task employees with packing goods, coordinating with the delivery service, and providing the service to the customer.
• To close a lead, set tasks for sending closing documents, collecting feedback from the customer, and preparing a report.
• For repeat sales, add tasks for contacting the client again, suggesting repeat purchases, or offering other products.

When creating a new lead in the CRM, a corresponding record with the same lead data will be generated in your on-premise accounting system, and vice versa. Additionally, all sales will be transferred to the CRM without any duplicates. The statuses of both systems should be synchronized.
For example, when payment receipts are uploaded to the accounting system, the lead's status in the CRM should automatically change to 'Paid'.

When adding a contact or company in the CRM, the corresponding counterparty should be added in the accounting system. Besides, there should be a complete two-way synchronization of entity data.

In the CRM should be an opportunity to view the balance of a warehouse inventory. This information is also synchronized with the accounting system. When a lead is successfully closed in the CRM, the information will be automatically sent to the system, and the balances should be updated.

The exchange between the two systems can be carried out by scheduled tasks with interval unloading or in real time.

What reports are there in the CRM? What tools are used for motivation? How to see who is performing well and who is performing poorly? How to see what sources are more effective for lead generation?

With well-defined work regulations, the CRM implementation is performed efficiently. Managers should clearly know what to do at each step.

In the future, for the quick adaptation of new employees, it is most effective to record employee training videos and screencasts of work in the CRM.

Use built-in analytic systems based on your CRM. Analyze calls, sent emails, efficiency of lead processing, the amount of revenue, the number of tasks, etc. Detect those who simulate a flurry of activity. See those who really work and bring profit to the company.

For more in-depth analytics of sales, customers, managers, calls, emails, etc., export raw data from Kommo to a database or a tool like Excel. Subsequently, utilize this data for visualization in Business Intelligence (BI) systems, such as Microsoft Power BI.
These tools offer extensive options for data segmentation and enable the creation of graphs based on specific segments.