In this lesson we will cover:
– Overview on CRM configuration in Halo
– Opportunities
– Quotations
– Customising Quotes
Associated Administrator Guides:
While the CRM component of HaloPSA is important, it is not essential to an initial implementation. If you were tracking your opportunities outside of your PSA beforehand and were happy doing so, then ignore this section.
If you’re still reading this, the chances are you are at least interested in implementing CRM functionality into HaloPSA. Once properly configured, this will certainly streamline the whole customer journey – from Prospect to Project to Recurring Revenue. There’s really only two components to focus on to start using CRM: Opportunity Tickets & Quotes.
Opportunity Tickets
Opportunities in HaloPSA are fundamentally just Tickets of a certain type. This means they follow all the same behaviour as other Ticket types, such as:
- Views – To determine how you organize your Opportunities
- Field List – To capture the relevant information on your Opportunities.
- Workflows – To determine the lifecycle of an Opportunity.
For a Phase 1 implementation, the existing Opportunity Workflow should suffice. A couple of minor points you may want to consider would be to create some new Ticket statuses: ‘Qualified’ & ‘Quote Raised’ and set these as the ‘Status After Action’ for the ‘Qualify’ & ‘Raise Quote’ Actions, respectively. Watch out, as the default ‘Opportunity’ ticket type does not allow all statuses, so head to the Allowed Values tab in the Opportunity ticket type & add these new statues in as Allowed Statuses.
Opportunity ticket types can be created from within Configuration > Sales > Opportunity Types.
Quotations
The other aspect to CRM configuration is the creation of your Quotations/Proposals. The main points to think about for this include:
- What line should you be able to include on your Quotes/Proposals?
- What should the document look like?
- What email should Quotes/Proposals be sent from?
Line Items to Include on Quotes
As it’s Products you add to Quotes, Sales/Purchase Orders & Invoices, you’ll need to think about building a product catalogue in HaloPSA. This may have been imported from your Accounts Package (great, job done!), else you will need to either import your products via CSV or manually add them. The CSV import spreadsheets for respective entities should have been provided in your onboarding package & can be used by heading to Configuration > (Respective Entity) > General (If applicable), where there will be an ‘Import’ button presented, usually towards the bottom of the configuration screen.
Products can manually created from the Products module. More details on Setting these up in The HaloPSA Academy.
Customising Quotes
Configuring How the Quote Document is Presented
Setting up the formatting of the Quote PDF (any PDF in HaloPSA, for that matter) is done by configuring the HTML that will be rendered. For Quotes, you can head to Configuration>Quotations>Edit PDF Templates. We have a series of PDF templates already available (& more coming soon), but creating your own will require some knowledge of HTML to do so.
For a phase 1 implementation, try to avoid too much time configuring the Quote templates & use the out-of-the-box examples, if possible.
What Email Should Quotes be Sent From?
For this, add the respective mailbox into HaloPSA (details on setting up mailboxes in HaloPSA via the Azure connection method can be found here) then head to Configuration>Quotations & change the ‘From Address’ dropdown to the newly created mailbox.
For more detailed information on how to set up CRM functionalities in Halo please see the Sales and Opportunities course.
