Glydus — Steering Systems CRM · Requirement Document

1. A CRM Order is created only after the PI is successfully created in SAP; the PI number is the golden source of truth for the order.
2. A Lead converts to an Account only when its first order is placed (confirmed in the requirement session); conversion is automatic - the company becomes the Account and the person becomes a Contact - and until that first order the record stays a Lead through quotes, trials and referrals.
3. Segment Tags are multi-select with values Outboard, Inboard Standard and Inboard Custom (revised in the session, replacing Commercial/Inboard/Outboard); a lead can carry one, two or all three, and tags can be changed as the requirement becomes clear.
4. At least one Segment Tag is mandatory before a Lead can become an Opportunity, and segment tagging drives sales ownership of the lead and the resulting account.
5. Every stage has a named owner: leads are qualified centrally and assigned to salespeople by geographic territory, and the same territory mapping applies on conversion to Account.
6. Production, readiness, packing, dispatch and invoice statuses shown in CRM are synchronized read-only from SAP; the SAP readiness date must be visible on every open order without asking the factory.
7. Outlook and WhatsApp must automatically populate the communication timeline; orders and confirmations arriving on calls are documented manually.
8. An Opportunity is created when the quotation is Sent/Shared, but the quotation is skippable for existing customers ordering standard items - the PI can be punched directly.
9. A Quote becomes Won when the customer confirms - a formal PO or an email/WhatsApp acceptance (revised in the session: a PO is not always sent) - and the confirmation is linked to the Quote and the SAP PI through a unique correlation ID.
10. The Trial stage is optional; for OEM/large-builder deals it runs 3-6 months with follow-ups triggered roughly every 20 days.
11. No order ships until the accounts team confirms payment; payment chasing starts one week before the SAP readiness date, according to the payment terms tagged on the order (100% advance, 50/50, 30/60-day credit or FOC).
12. After payment confirmation the order is marked Dispatched and the customer receives a dispatch email with tracking details; shipment is not tracked further in CRM.
13. Unanswered leads get a bounded follow-up sequence (7-8 touches), after which they move to the marketing-lead nurture cadence instead of aggressive outreach; importance (Important/Medium/Low) selects the applicable engagement rule set.
14. Distributors are Accounts/customers; there is no Distributor tab, and leads referred to a distributor are tracked inside that distributor Account, followed up, and closed as Purchased-from-distributor or Not-purchased with a reason.
15. Distributor contracts record committed staggered purchase volumes; ordering more or less than committed is allowed, the Account shows committed vs actual plus history and projections, and a renewal review triggers from the 10th month.
16. Contracts are managed in the Zoho One stack (confirmed in the session) and apply to distributors/channel partners only; consultants, agents and influencers are commission relationships tagged in CRM whose orders follow the standard flow.
17. Government tender (GeM) business runs as a separate manual flow in CRM with reminders; no portal integration exists.
18. Inboard-custom inquiries cannot be processed until vessel details and GA drawings are received; international channel-partner business follows the domestic channel-partner process, so there is no Domestic/Export fork and Country remains an address/reporting field.
19. Technical Queries and Complaints are separate repositories: only a product failure is a complaint (price objections are negotiation), classification is a manual decision by the account owner, and both repositories build reusable knowledge over time.
20. The factory has no CRM access; registered complaints reach it through a standardized form, and technical answers drafted by sales feed back into the approved knowledge base.
21. Every pipeline record retains one continuous commercial history; stage transitions and ownership changes must not create duplicate records - the CRM record replaces the manual handover document.
22. The customer registration form is mandatory before documentation, with all its fields mandatory, and submissions map structured data back into Lead/Sales Case fields.

• Model the core flow as a Zoho CRM Blueprint on Deals (Qualified Lead -> Opportunity -> optional Trial -> Order), gate the Order transition on a non-empty SAP PI Number field, and add a sanctioned skip path so existing-customer standard orders can move quote-less to PI.
• Implement Segment Tags as a multi-select picklist (Outboard, Inboard Standard, Inboard Custom) with a validation rule enforcing tag-before-Opportunity, and drive owner assignment with assignment rules keyed on segment tag plus territory (Zoho CRM Territory Management maps geography to salespeople).
• Suppress early lead conversion: keep the record a Lead through quoting, trial and referral, and fire the Lead-to-Account/Contact conversion from a Deluge workflow only when the first order (successful SAP PI) is created.
• Integrate SAP Business One via its Service Layer (HANA) or DI-API/middleware (SQL - version being confirmed by the client) to push PI number, readiness date, packing/dispatch and invoice status into read-only CRM fields locked with field-level security, and to receive the salesperson-triggered Create PI payload after validation.
• Use the native Microsoft 365/Outlook integration and the official WhatsApp Business channel so emails and conversations auto-attach to the record timeline with no manual logging.
• Manage distributor/channel-partner agreements inside Zoho One (Zoho Contracts or Writer templates with Zoho Sign), store committed staggered volumes on the Account, and schedule a workflow that opens the renewal review task in month 10 of each contract.
• Run the marketing-lead nurture cadence and exhibition bulk mailing through Zoho Campaigns (synced segments, keeps CRM email limits safe), and build the mandatory customer registration form in Zoho Forms with field mapping straight into Lead/Sales Case fields.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. The Sales Pipeline begins only when a Lead has been qualified as appropriate for Sales.
2. Qualified Lead entry requires the salesperson to have assessed the Lead as an appropriate/real requirement, with Importance selected and owner + next action set; engagement routing applies.
3. Every pipeline record must carry at least one business unit tag - Outboard, Inboard Standard or Inboard Custom - and can carry one, two or all three; this segment model (revised in the requirement session) drives ownership assignment.
4. For new customers, a record moves to Opportunity only after the quotation has actually been Sent/Shared; a draft quote does not trigger Opportunity.
5. Drafting a quote does not create an Opportunity.
6. The quote step is skippable for existing customers (confirmed in the requirement session): a requirement with items and quantities can go straight to PI validation/creation, priced from the agreed contract price list.
7. Quoted unit prices must come from the price list agreed with that customer, covering only the products actually being ordered.
8. Trial Stage is optional and is entered only when a sample/trial has been physically sent; it applies chiefly to OEMs, engine dealers and board manufacturers (session).
9. Trial testing can run 3-4 months; a follow-up task fires every ~20 days during the trial until the outcome is recorded (session).
10. Trial records must capture item/sample, qty, serial where relevant, sent date, feedback due date and outcome; feedback may lead to product changes before the bulk order is placed.
11. The Trial stage can be skipped without creating placeholder trial records.
12. Customer confirmation may arrive as a formal PO, an email or WhatsApp acceptance, or on a call; call orders must be documented manually in CRM (session).
13. Confirmation receipt alone does not create the Order stage; it marks the record Won / PI Pending and starts PI validation - the salesperson validates the details and triggers Create PI.
14. The pipeline moves to Order only after the PI is successfully created in SAP.
15. Order requires the customer confirmation + won quote (where a quote was issued) + SAP PI number + unique correlation ID to be linked; the SAP PI number is the golden source of truth (session).
16. The readiness date is pulled from SAP onto the order so sales can answer delivery questions without asking the factory (session).
17. Every order is tagged with its payment terms: 100% advance, 50/50, 30- or 60-day credit, or FOC (session; definitive list to be shared or pulled from SAP).
18. No order ships before payment is confirmed (FOC excepted); the payment chase starts one week before the readiness date.
19. Payment is confirmed only by the Accounts team; on confirmation dispatch is released, the PI is marked Dispatched and tracking details are emailed - no further shipment tracking happens in CRM.
20. A Lead converts to an Account (with Contact) only when the first order is placed; until then it remains a Lead regardless of quoting or trial progress (session).
21. Government (GeM) tenders run as a separate manual flow: no GeM-Zoho integration exists, statuses are updated by hand, CRM generates deadline reminders, and technical qualification precedes quotation submission (session).
22. Every card must show Account/Lead, contact, quote/value, owner, Importance, Engagement, business unit tags, next action, age in stage and last meaningful customer response.
23. Drag-and-drop is allowed only when the destination stage requirements are satisfied; otherwise the system must explain exactly what is missing.

• Model the pipeline as a Zoho CRM Blueprint on the Deals module (states: Qualified Lead, Opportunity, Trial, Quote Won/PI Pending, Order) with each entry rule as mandatory during-transition fields - this natively produces the 'explain exactly what is missing' behaviour on a blocked Kanban drag. Add an extra transition, Requirement Received (existing customer), from Qualified Lead directly to Quote Won/PI Pending, available only when the Account is flagged as existing with an agreed price list - this implements the session's quote-skip.
• Run the trial cadence with a scheduled Deluge workflow: while a Deal sits in Trial, auto-create a follow-up task every 20 days until the Outcome field is filled, plus a separate reminder on the feedback due date.
• Build the government tender track as a second pipeline/layout on Deals with its own manual Blueprint (Identified, Technically Qualified, Bid Submitted, Won/Lost) and workflow reminders on the bid due and reminder dates - no GeM API exists, so nothing beyond reminders is automated.
• Zoho's data model needs an Account to hold a Deal, so mirror the 'Account only on first order' rule with Account Type = Prospect at conversion and a workflow that flips it to Customer the first time a Deal reaches Order (SAP PI written); reports and views treat Prospect accounts as leads.
• Implement the Order gate as a Create PI custom button running a Deluge function that validates the confirmation details, posts to SAP Business One (SQL variant per the session; exact version awaited) via a middleware layer, and on success writes the SAP PI number + correlation ID and executes the Blueprint transition to Order; sync the readiness date back from SAP on a schedule.
• Drive payment and dispatch with a Payment Terms picklist, a workflow at Readiness Date minus 7 days that creates the payment-chase task, a Paid status editable only by the Accounts profile, and a Dispatched status that triggers the tracking-details email template.
• Keep quote PDFs version-controlled in WorkDrive attached to the Quote record so the version-controlled-PDF rule of Workflow 7 stays auditable alongside the automatically logged send communication.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Lead sources - confirmed in the requirement session - are inbound website inquiries, inbound social-media inquiries, exhibitions, and outbound prospecting via four channels: cold call, email, WhatsApp and LinkedIn; every Lead records its source.
2. Inbound website/social inquiries currently reach the marketing team, who email the sales team to action; in CRM these must land as Leads visible to the qualifier rather than relying on relay emails.
3. Exhibition leads: details collected at the exhibition go to marketing, who compile the consolidated list; the list is imported via the Excel mass-upload wizard and worked through mass mailing.
4. Bulk/mass email from the CRM is a required capability - confirmed in the session for outbound outreach now, with exhibition-scale mass mailing expected to reach that level over the next one to two years.
5. Typical volume is roughly 3-5 new leads per day (some days just one), with exhibitions generating large batches that arrive as compiled lists.
6. One designated person qualifies every new lead and assigns it to the rightful owner by geographical territory; each sales member owns defined territories (e.g. Europe, Southeast Asia); the territory-to-owner mapping is client-provided.
7. Check for an existing Account/Contact before creating a duplicate Lead.
8. Requirement capture is progressive entry - the initial form must not be unnecessarily heavy.
9. Segment tags are multi-select and revised in the session to Outboard / Inboard Standard / Inboard Custom (replacing Commercial/Inboard/Outboard); every Lead, Account and Quote stores them; a single lead can carry one, two or all three tags, and tagging also influences which salesperson owns the lead.
10. Every Lead records a Customer Type - Distributor, End Customer, OEM/Engine Dealer or Consultant/Agent (commission) - since each follows a different downstream process; the type (and segment tag) can be corrected later, e.g. an outboard lead reclassified as inboard custom, which changes the order flow.
11. A Lead can be created without a Segment Tag if information is incomplete, but at least one tag is mandatory before conversion.
12. Conversion revised in the session: a Lead remains a Lead through quoting and negotiation; the moment the first order is placed it converts automatically - the company name becomes the Account and the individual becomes the Contact - with the account owner assigned per the territory mapping.
13. The customer registration form is mandatory for new buyers (all its fields mandatory); its data must be captured in CRM on the Lead/Account so no manual handover document is needed when ownership changes at conversion.
14. Quote inherits tags from the Lead/Account and can be adjusted to the subset relevant to that quotation; a Quote cannot be marked Sent/Shared unless tags are present.
15. Importance is a manual High / Medium / Low input - no numeric scoring model - required once the Lead is qualified.
16. Importance and engagement frequency are two separate categorisation axes with different follow-up rule sets per Importance band (revised in the session); the detailed rule set is client-provided and the engine must be parameterised to accept it.
17. Engagement bands are Hot / Warm / Cold plus a marketing-lead/nurture state; v1's 20/60 working-day defaults stand until the client rule set replaces the thresholds.
18. Follow-up practice to encode (session): up to 7-8 follow-ups per lead; initial cadence roughly every 4-5 days; after one or two unanswered attempts, a 10-15 day break; then monthly attempts.
19. When the follow-up cap is reached without a response, the lead moves to the nurturing stage: a regular awareness mail monthly or quarterly, with no aggressive outreach.
20. A meaningful customer response is an inbound email reply, an inbound WhatsApp reply, or a manually logged connected call/meeting confirming the customer responded.
21. Outgoing salesperson attempts do not reset the engagement clock.
22. Working days exclude weekends and company holidays from a configurable CRM Working-Day Calendar.
23. If a nurturing-stage Lead responds, immediately set Engagement to Hot, return it to active follow-up and notify/restore the Sales owner.
24. Owner, next action and next action date are mandatory for Qualified Lead and Sales Nurture states.
25. End-consumer rule (session): if an end-consumer lead is in a region with an appointed distributor, the lead is referred to that distributor and Glydus does not engage further; if no distributor exists in that region, Glydus sells to the end consumer directly with no distributor agreement attached.
26. Sent to Distributor: select the distributor Account and set a next check date; the original Lead becomes Closed - Sent to Distributor and a Referred Lead is created on the distributor Account with the lead name visible, not just a count (session).
27. Referred leads are followed up with the distributor to confirm actioning and are finally closed as Purchased from Distributor or Not Purchased with the reason recorded (session).
28. Closing a Lead requires one of five reasons: Sent to Distributor, Existing Customer, Not Relevant, Technical Query, Complaint; some close reasons create a linked operational/knowledge record rather than simply ending the history.
29. Existing Customer: select/link the existing Account and Contact; close the duplicate/administrative Lead and retain communication under the Account - if it is a real new sales requirement, Sales should qualify instead of closing.
30. Not Relevant: a reason note is required; the Lead is closed and excluded from active nurture.
31. Technical Query: create or link a Technical Query record; the Lead closes and original communication/files remain linked to the Technical Query repository.
32. Complaint: create or link a Complaint record; the Lead closes and the complaint becomes active in Complaints with source context preserved.
33. A distributor is just another Account/customer type - the Referred Lead record sits on the distributor Account while preserving the original prospect information; no separate Distributor module.
34. Excel mass upload follows five steps: upload via CRM template or manual column mapping; map columns (Company, Contact, Email, Phone, Source, Owner, Segment Tags, requirement, notes); validate and run duplicate checks by email/phone/company-account matching; preview valid rows, warnings and rejected rows; import with a downloadable error file.
35. Bulk import must respect permissions and audit who imported the file, and cannot bypass conversion rules - missing Segment Tags must be completed before conversion.

• Model the revised lifecycle (New → Qualified/Assigned → Active Follow-up → Sales Nurture → Marketing Nurture → Closed/Converted) as a Blueprint on the Leads module; conversion to Account + Contact + Deal fires when the first order is recorded, using Zoho's lead-conversion mapping (Company → Account, person → Contact) so the session's convert-on-order rule is automatic.
• Update the multi-select global picklist for Segment Tags to Outboard / Inboard Standard / Inboard Custom shared across Leads, Accounts and Quotes; a Deluge function copies tags on conversion, and validation rules block conversion and Quote Sent/Shared when tags are empty.
• Territory assignment: load the client's territory-to-owner mapping as CRM assignment rules (or Territory Management) keyed on lead country/region; the single qualifier gets a profile with assignment rights so every lead passes through one qualification queue before ownership.
• Automate the follow-up cadence with Zoho CRM Cadences: a 7-8 touch sequence at 4-5 day, then 10-15 day, then monthly intervals that auto-exits when the customer replies and drops the lead into the Marketing Nurture state at the cap; nurture leads receive the monthly/quarterly awareness mail via scheduled mass-email or Campaigns.
• Bulk mail: import exhibition lists through the native Import wizard (template, mapping, dedupe, error file, Import History audit) and send via CRM mass email with templates; if exhibition volumes exceed CRM daily mass-email limits, run those sends from Zoho Campaigns synced to CRM segments.
• Engagement stamping: workflows on inbound Outlook/IMAP email, WhatsApp replies and logged connected calls write Last Meaningful Response; a nightly Deluge function computes Hot/Warm/Cold against the working-day calendar with thresholds parameterised per Importance band, so the client's rule set can be dropped in without rework.
• Keep Referred Leads as a custom module with lookups to the distributor Account and original Lead; add the Outcome picklist (Purchased from Distributor / Not Purchased + reason) and a scheduled workflow that flags referrals past their Next Check Date to the internal owner.
• Role hierarchy and lead visibility (each-sees-own-territory vs shared views) will be configured with CRM Roles and data-sharing rules once the client shares how the sales team is structured - asked in the session, answer pending.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. A mandatory customer registration form is sent to every new buyer, and all details on it are mandatory (confirmed in the requirement session; template to be shared drives the final field list).
2. The CRM owns this customer form workflow end to end.
3. The Send Customer Form action is available from a Lead, Sales Case or Quote.
4. The CRM generates a secure link and sends it through Outlook or WhatsApp, and the send event is logged automatically.
5. The customer enters the requested details and can upload drawings/documents.
6. On submission, the CRM maps responses into the same Lead/Sales Case fields automatically.
7. Blank CRM fields are auto-filled from the customer submission.
8. If the customer submission conflicts with an already populated CRM field, a Review Changes screen is shown rather than silently overwriting salesperson-entered data.
9. The submission timestamp, submitter, form version and original response payload/document are stored for auditability.
10. The form may be submitted before quotation or later before PO/PI, and all submissions update the same commercial case.
11. An Inboard Custom enquiry is only processable with complete vessel details - a GA drawing plus rudder dimensions; nothing can be offered to the customer without them (revised in session).
12. Inboard Custom vessel details must arrive by email or WhatsApp; they cannot be taken over a call (session).
13. The record is gated from selection/quotation until the Inboard Custom data pack is marked complete; Outboard and Inboard Standard (standard products) skip this gate.
14. Received vessel data feeds the torque calculation and steering-system selection/BOQ; the torque-to-solution rule set will be supplied by the client and should be automated with a validation step (session).
15. When a lead converts to an account and ownership changes by territory, all customer information must already be on the account - the CRM replaces the manual handover/knowledge-transfer document, and the client will share the handover template so its contents can be verified against the account page (session).
16. Submitted data supports quote preparation and SAP/PI validation before PO handoff.

• Build the registration form in Zoho Forms from the client's template with every field marked mandatory; a Deluge custom button on Lead/Deal/Quote generates the tokenized secure link, sends it via the Outlook integration or the WhatsApp channel, and logs the send as a closed Activity on the record's Timeline.
• Ingest submissions with the native Zoho Forms-CRM integration plus a Deluge merge function: write values only into empty Lead/Deal fields; on conflict, park the customer value in shadow 'Submitted_' fields and set a 'Review Pending' flag; implement Review Changes as a CRM widget/Wizard with per-field accept/reject.
• Version every submission as a child record in a custom 'Form Submissions' module (timestamp, submitter, form version, link to raw payload/PDF), so the field source stays auditable across pre-quote and pre-PO submissions.
• Model the segments as a multi-select Business Unit field (Outboard / Inboard Standard / Inboard Custom) with layout rules: the vessel/steering technical sections and drawing uploads appear only when Inboard Custom is tagged.
• Enforce the Inboard Custom gate with a Blueprint: the transition to selection/quotation requires the GA drawing and rudder dimensions attachments plus key vessel fields, with a validation rule blocking manual stage skips.
• Since drawings often arrive as raw email/WhatsApp attachments rather than through the form, give sales a 'Data Pack Complete' checklist action that files the received documents against the record and satisfies the same Blueprint gate regardless of channel.
• Route uploaded GA drawings/photos to a per-Sales-Case WorkDrive folder linked from the Deal rather than into CRM attachment storage, keeping large files out of CRM limits.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Quote No. is auto-numbered.
2. Segment Tags are Outboard / Inboard Standard / Inboard Custom (revised in the session, replacing the earlier segment model); at least one tag is mandatory before a quote can be Sent/Shared, a record can carry any combination, and the tags drive sales ownership.
3. The quote is not a mandatory step (major revision from the session): for existing/contracted customers the requirement - often part numbers or an Excel - can go straight to a PI; new or non-contracted leads still receive a quote first.
4. Distributor and channel-partner quotes use the contracted price-list unit prices exactly as agreed, and include only the products actually requested.
5. Requirements received on a call must be manually documented in CRM before a quote or PI is produced.
6. Line items reference a read-only SAP material master; SAP material mapping is required before PI creation.
7. Commercial terms use approved templates / controlled fields; supported payment terms include 100% advance, 50/50, credit terms (e.g. 30/60 days) and FOC.
8. Older sent versions are never overwritten; each revision is a new version (V1/V2/V3) with revision reason and superseded-version reference.
9. The branded PDF is previewed before send and retained with the Quote record.
10. Sent communication (Outlook email or WhatsApp Business) auto-logs in CRM with timestamp.
11. Drafting a quote does not create an Opportunity; the pipeline moves from Qualified Lead to Opportunity only when the quote is actually Sent/Shared.
12. On the direct-to-PI path (no quote), the recorded order confirmation drives the equivalent pipeline movement.
13. A lead formally becomes an Account only when its first order is placed (confirmed in the session): Sent/Shared is a pipeline-stage move on the sales case, and the company record converts to an Account at order placement.
14. Order confirmation can be a PO/CI document OR a plain email/WhatsApp/call yes (confirmed in the session); confirmation evidence - the document, the message, or a logged call note - is required before PI creation.
15. Confirmed status begins SAP mapping and PI creation but does not yet move the pipeline to Order.
16. Lost / Rejected / Expired closes the record; a lost reason is required where applicable.
17. The PI is generated from the quote/requirement data with no re-keying: a one-click Create PI that the salesperson validates before commit, replacing today's manual costing/working rebuild (revised in the session).
18. CRM creates a unique Order Correlation ID linking Sales Case + Quote (where one exists) + confirmation reference + SAP PI; every integration retry reuses the same ID so no duplicate PIs or orders are created.
19. The SAP PI number returned on success is the golden source of truth linking the CRM record and SAP (confirmed in the session).
20. If PI creation fails, the record stays Confirmed - PI Pending with the integration error exposed; no duplicate Order is created.
21. The readiness date from SAP syncs onto the CRM record so sales can see when each order will be ready without asking the factory (added in the session).
22. Payment terms, transfer/Swift reference and the Accounts team's payment-received confirmation are tagged on the PI record; payment chasing starts one week before the readiness date, and dispatch is marked only after payment is confirmed.
23. Shipment tracking stays out of CRM (confirmed in the session): once dispatched the record is simply marked Dispatched and the customer is emailed a dispatch confirmation with the tracking details - nothing further is tracked on the record.
24. Inboard Custom: no offer without complete vessel technical details (GA drawing, rudder dimensions); the torque-based selection rule set drives the options offered, with factory validating edge cases offline since the factory has no CRM access.
25. Government-tender quotes follow the GeM portal's own process - no GeM-Zoho integration exists (confirmed in the session): technical qualification precedes the commercial quotation, portal steps are executed manually, and CRM provides only the tender flow's stages and reminders.
26. Trial is optional and applies to the OEM/large-builder path; during the 3-4 month trial a follow-up auto-triggers roughly every 20 days, and skipping Trial creates no placeholder records.
27. The commercial case becomes an Order only after the SAP PI is successfully created.

• Zoho CRM Quotes module + Blueprint with two entry paths: the standard quote path, plus a Direct-to-PI transition available only when the Account holds a signed contract/price list (the session's skippable-quote rule); the Sent/Shared transition validates Segment Tags non-empty and after-transition actions sync the Deal stage.
• Zoho CRM Price Books per distributor/channel-partner contract hold the agreed price lists; quote and PI line items auto-pick the contracted rate and are restricted to the products requested.
• Create PI as a custom button + Deluge function mapping quote/requirement lines to SAP Business One (SQL flavour confirmed in the session, exact version being verified) via DI API / Service Layer or middleware behind a CRM Connection; the correlation ID is reused on retries and a validation view shows the generated PI for salesperson sign-off before commit.
• Requirement intake: customer part-number Excels stored as attachments/WorkDrive on the record with an assisted line-item builder; Deluge parsing of recurring formats to be piloted (the session flagged this conversion for automation).
• Versioning via a Create Revision custom button that clones the quote as V(n+1) with revision reason, then locks the sent parent so sent versions are never overwritten; branded PDFs from CRM Inventory Templates built on the client's quote/PI templates.
• Scheduled Deluge sync pulls readiness date and order/dispatch status from SAP onto the PI record as read-only fields; the payment-confirmed flag is editable only by the Accounts team profile.
• Sends and confirmations: Outlook via the O365 integration and WhatsApp Business via a marketplace extension, both auto-logging; call-based confirmations enforced as a mandatory logged-call note before the PI transition; trial follow-ups scheduled every ~20 days via workflow.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Distributors, channel partners, shipyards, consultants and all other customer profiles are represented via Account Type on the Accounts module, not in separate modules.
2. The customer-type master is configurable and, as extended in the requirement session, covers Distributor, End Customer, OEM / Boat Builder, Engine Dealer, Channel Partner (engine distributor / propeller manufacturer), Shipyard, Naval Architect / Influencer, Consultant / Agent, Government (Tender) and Other.
3. Segment Tags are the three session-confirmed values Outboard, Inboard Standard and Inboard Custom; they are multi-select (one, two or all three per account), drive sales ownership, and can be re-tagged as an account's real requirement becomes clear, moving ownership accordingly.
4. A lead becomes an Account the minute an order is placed: the company name converts to the Account and the individual to a Contact; until then it stays a Lead.
5. On conversion, ownership is assigned to the designated account owner per the geographical/territory mapping supplied by the client.
6. The Account record itself is the handover when ownership changes - all fields of the manual handover document live on the Account page and no separate handover document is used once the CRM is live (confirmed in the session).
7. The mandatory customer registration form (all fields mandatory) is completed before documentation, and its data lands on the Account.
8. Distributor accounts carry the annual contract's committed volume and staggered schedule, and the account shows committed vs actual (e.g. 75 of 100 kits) at all times.
9. Ordering more or less than the committed volume is commercially acceptable and never blocked; commitments can be overridden by later customer communication, and the CRM/sales team follows up to keep orders flowing.
10. At month 10 of the 12-month distributor contract (revised in the session from month 11) the CRM flags a progress-vs-commitment review and fires the communication trigger rule (rule to be provided).
11. Contracts apply to distributors and (with exclusivity clauses) to channel partners; shipyards have no contracts or sales targets; consultants/agents work on commission with no contract, and the commission model is not yet defined.
12. The distributor account shows forward projections (next 1-3 years) and per-year historical purchases so distributor performance can be analysed on one page.
13. A standard list of ~7-12 activities per account per year is auto-created and feeds the salesperson queue; owners may add activities on the fly (list to be provided).
14. Payment terms (100% advance, 50/50, credit days, FOC) are tagged on the account/order; the accounts (finance) team confirms payment receipt before dispatch.
15. Sales/order values in the current-year panel come from SAP where appropriate; the PI number from SAP is the golden source of truth and orders on the account show the SAP readiness date.
16. SAP Customer Code / ERP reference is required on the Account for PI handoff.
17. The factory has no CRM access, so no account-level process may depend on factory users working inside the CRM.
18. Current-year figures, projections and the multi-year history must be kept visible together on the account.
19. Associated records (Contacts, Leads, Referred Leads, Pipeline, Quotes, Orders, Contracts, Activities, Complaints, Technical Queries, documents) are presented as clickable tabs / related lists, and every person messaged for an account appears as a Contact under it.
20. The referred-leads panel is shown only when Account Type = Distributor, and referrals are listed by lead name, not just a count.
21. When Sales closes a Lead as Sent to Distributor, the CRM creates a separate Referred Lead tracking record associated with the distributor Account while preserving the original prospect/customer information; the original Lead remains Closed - Sent to Distributor.
22. The Referral ID is a unique trackable ID independent of the original Lead ID; status is one of Sent, Acknowledged, Contacted, Quote Shared, Won, Lost, No Action, with Sent Date / Sent By captured for accountability.
23. Next Check Date and Internal Owner drive salesperson follow-up to verify (over email/call) that the distributor actioned the referral; closure is recorded as Purchased from Distributor or Not Purchased with reason, linking to the Quote/Order where available.
24. Recording distributor referral purchase volumes in a dedicated distributor ledger is explicitly deferred to a later phase (stated in the session).

• Use the standard Zoho CRM Accounts module: Account Type as a global picklist backing the expanded configurable master, a 3-value multi-select picklist for Segment Tags (Outboard / Inboard Standard / Inboard Custom), a Payment Terms picklist, and Zoho CRM Territory Management (or a Territory picklist plus assignment rules) to drive the owner mapping the client will supply.
• Model the contract commitment as a small custom module or subform (Contract Year, Committed Kits, staggered milestone lines, Contract Start/End) with a rollup of actual kits from Orders/SAP PIs and a formula field for % achieved, so the account header can render '75 of 100 kits'; store the signed agreements in Zoho Contracts, which the client confirmed in the session they want to use since Zoho One includes it.
• Implement the month-10 review with a date-based workflow / scheduled Deluge function on Contract Start Date + 10 months that creates the review task and sends the distributor communication once the client's trigger rule is received.
• Auto-seed the ~7-12 annual activities as CRM Tasks from a template list via a scheduled Deluge function (on account creation and each contract/calendar year), so they appear in each salesperson's open-activities queue; keep the list admin-editable and allow ad-hoc task additions.
• Build the handover as the record: use a Canvas page for the Account detail view laying out profile, committed-vs-actual, projections/history and the handover-template fields, so an ownership change needs no external document; the lead-conversion mapping carries all lead data onto the Account/Contact.
• Compute the committed-vs-actual, projection and per-year history panels in Zoho Analytics (CRM + SAP-synced data) and embed them on the Account page; sync SAP sales/order values, PI numbers and readiness dates via scheduled middleware/Deluge, noting the client is confirming their SAP version (SQL/HANA) for the integration approach.
• Keep Referred Leads as a custom module with lookups to the Distributor Account and the original Lead, surfaced as a related list shown only when Account_Type = Distributor (Client Script/Canvas), with workflow escalation when Next Check Date passes with status still Sent/No Action.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Every Contact is stored as a person associated with an Account (confirmed in the requirement session as the standard Zoho model).
2. A Lead holds the company name and the individual name; on conversion the company becomes the Account and the individual becomes the Contact.
3. Conversion happens only when the first order is placed - interest, quotes or trials never convert a lead to an Account/Contact (confirmed in the session).
4. An Account holds any number of Contacts; each person the team messages at that account is a separate Contact under it (five people messaged = five contacts).
5. On conversion, ownership passes to the rightful account owner per the geographic territory mapping, and the record carries all lead-stage data so no manual handover document is needed.
6. The mandatory customer registration form must be completed before documentation; every field on it is mandatory (confirmed in the session).
7. Consultants/agents are held as Contacts tagged Consultant; they work on commission and never sign a contract - contracts (with commitment or exclusivity clauses) belong to distributors and to inboard channel partners.
8. Buying Role is a multi-select field restricted to: Decision Maker, Technical Evaluator, Procurement, Finance, Influencer, User, Gatekeeper.
9. Each Contact carries relationship data: Owner, preferred channel, last interaction and next action.
10. WhatsApp consent is recorded as opt-in with consent source, consent date and communication preferences, and the opt-in status is visible on the contact record.
11. The Contact provides one unified individual communication history aggregating Outlook email, WhatsApp, calls, meetings, notes, LinkedIn outreach touches, quote sends and form sends/submissions.
12. A Contact is associated with its Leads, Sales Cases, Quotes, Orders, Complaints and Technical Queries.

• Use native Zoho CRM Lead conversion (Company to Account, individual to Contact) - no custom modelling needed since the session confirmed the standard model; gate the Convert action to the order-placed stage via blueprint/workflow so conversion fires automatically at the first order and never earlier.
• Buying Role as a multi-select picklist carrying exactly the seven spec values; designation maps to the standard Title field, department to a custom picklist; add Party_Category and Source picklists matching the session taxonomy.
• Territory-driven ownership via Zoho CRM assignment rules (or Territory Management) keyed on the geographic territory field, using the client-supplied territory-to-owner mapping; conversion keeps mapped ownership so the manual handover document disappears, with the client's handover template used to verify every field it carries exists on the record.
• Consent block as custom fields (WhatsApp_Opt_In checkbox, Consent_Source picklist, Consent_Date date, Communication_Preferences multi-select) plus a Deluge guard in every WhatsApp send function so no message goes out when opt-in is false.
• Timeline: Zoho CRM's Microsoft 365/Outlook integration auto-associates email; WhatsApp via the WhatsApp Business integration or a Deluge webhook; LinkedIn touches logged as a custom Activity type (no native LinkedIn sync); Last_Interaction stamped by workflow on every logged touch and Next Action maintained as an open CRM Task.
• Customer registration form built in Zoho Forms mapped to CRM with every field marked mandatory, pre-filling Contact and Account master data at conversion.
• Associations render as native related lists once Deals (Sales Cases), Quotes and Sales Orders reference the contact; Complaints and Technical Queries surface on the contact via the Desk-CRM integration widget.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. A CRM Order must not exist just because a confirmation or PO was received - the Order stage begins only after the PI is successfully created in SAP B1 (kept from v1; consistent with the session).
2. PI creation is triggered by the salesperson clicking Create PI after validating the details - not by an unattended automatic push (revised in the session); the created PI is shown back to the salesperson to confirm.
3. Order confirmation may be a formal PO, a plain email agreement, a WhatsApp message, or a call; store whatever confirmation exists, and orders taken on call must be documented manually in CRM (session).
4. For an existing contracted customer, the quote step is skippable - the requirement (often just part numbers) can go straight to PI (session).
5. CRM generates a unique Order Correlation ID before the handoff and every retry reuses the same ID - no duplicate PIs or Orders (kept from v1).
6. Validate products, quantities, contract pricing, currency, payment terms and SAP customer/item mapping before Create PI; quoted unit prices must match the contracted price list (session).
7. On success, store the SAP PI number; the PI number is the golden source of truth for the Order (confirmed in the session).
8. If PI creation fails, hold the record as Confirmed - PI Pending, expose the error, and do not create a duplicate Order (kept from v1).
9. The PI in SAP signals production to start; BOM and production management stay in SAP and are never managed or duplicated in CRM (session).
10. The readiness date must sync from SAP B1 onto the Order so sales can answer customers without asking the factory (session).
11. The packing list is generated in SAP (today shared manually by one person); CRM may store or link it but never generates it (session).
12. Payment terms (100% Advance, 60/40, 50/50, or FOC) are mandatory on every Order (session; final list pending from the client).
13. No order ships until payment is confirmed; the payment chase starts about one week before the readiness date via an automatic follow-up task for the order owner (session).
14. A customer's payment claim - even with a Swift note - is never sufficient; the accounts team must confirm receipt before dispatch is released (session).
15. FOC orders bypass the payment gate - there is nothing to collect - but still follow PI -> readiness -> dispatch and are tagged FOC (FOC goodwill shipments captured in the session; the gate bypass is the logical consequence).
16. After the accounts team confirms, sales instructs the factory to ship; the Order/PI is then marked Dispatched (session).
17. On dispatch, the customer receives a dispatch email with tracking details; no shipment tracking happens after dispatch (session).
18. Operations fields (readiness date, status, dispatch, packing list) are read-only from SAP in every sales profile (kept from v1, narrowed to the fields the session confirmed CRM needs).
19. Every Order carries the segment tag (Outboard / Inboard Standard / Inboard Custom), customer type, territory and - where applicable - consultant/agent attribution for planned commissions (session).
20. Distributor orders roll up against the Account's annual committed volume and staggered schedule; ordering more or less than committed is acceptable and only drives CR follow-up, never enforcement (session).

• Custom Create PI button on the Won/Confirmed record: a Deluge function first re-validates mandatory fields (products, qty, contract price, currency, payment terms, SAP customer/item codes), then calls SAP B1 via invokeurl with the stored correlation ID, writes back the PI number, and pops the created PI for salesperson confirmation. SAP B1 is on SQL - whether the Service Layer is available depends on the exact version (client checking via Help > About), so budget for a small middleware/DI-API bridge if it is an older SQL install.
• Zoho CRM Blueprint on the Order: PI Created -> In Production -> Ready -> Payment Confirmed -> Dispatched; the transition into Dispatched is blocked unless the accounts-confirmation field is set (auto-bypassed when Payment Terms = FOC), enforcing payment-before-dispatch at the process layer.
• Scheduled Deluge sync (or middleware push) pulls the readiness date and order status from SAP B1 onto the Order; these fields are read-only in all sales profiles and populated only by the integration user.
• Workflow on Readiness Date: at readiness minus 7 days, auto-create a payment follow-up task for the order owner referencing the tagged payment terms and amount; skip when terms = FOC.
• Accounts confirmation: give the accounts team a minimal CRM profile with a single Confirm Payment Received action (records user + timestamp + optional Swift/transfer reference), or - if they stay off CRM - the salesperson records the accounts email confirmation before the Blueprint allows Dispatched.
• Dispatch automation: marking the Order Dispatched fires an email template to the customer merging the tracking details; no post-dispatch shipment statuses exist in the Blueprint.
• Committed-volume rollup: Deluge aggregation (or a Zoho Analytics view) sums dispatched/ordered kit quantities per Account against the contract commitment and staggered schedule, powering the 75-of-100-kits view requested for Accounts.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Activities is the salesperson's daily working queue and combines manual tasks, the standard checklist, system-generated follow-ups and auto-logged Outlook/WhatsApp communications.
2. A standard checklist of ~7-12 activities per account per year auto-populates the account owner's queue (confirmed in the requirement session; the definitive list is to be provided - example: verify Glydus products are correctly and permanently presented on the distributor's website).
3. Ad-hoc activities can be added on the fly at any time beyond the standard checklist (confirmed in session).
4. During an OEM/boat-builder trial stage (typically 3-6 months), a follow-up activity is triggered every ~20 days to check trial status with the customer.
5. A distributor contract review activity fires in month 10 of the contract (revised in the session from month 11): compare kits purchased vs committed volume and open the renewal discussion.
6. Payment-chase activities begin one week before the SAP readiness date: the salesperson informs the customer of the readiness date and requests payment per the order's payment terms (100% advance, 50/50, 30/60-day credit, or FOC; definitive terms list to be provided or pulled from SAP).
7. Dispatch is released only after the Accounts team confirms payment receipt; the salesperson then instructs the factory to ship and the PI is marked dispatched.
8. Lead follow-ups are capped at 7-8 attempts; non-responders move to a nurture stage where marketing sends an awareness mail once a month or quarter, with cadence differing by the lead's importance category (important vs medium/low rule sets, to be supplied). The session described today's manual cadence for non-responders: an initial ~45-day rhythm, a 10-15 day pause after one or two non-replies, then once a month.
9. When a lead is referred to a distributor, a follow-up activity tracks whether the distributor actioned it; the activity closes with 'purchased from distributor' or 'not purchased' plus the reason.
10. Government-tender (GeM) work is tracked through manual reminder-check activities - the session confirmed no portal integration exists, so the CRM only reminds the owner to check status.
11. Activity ownership follows the account owner, which is driven by territory and the revised segment tagging (Outboard / Inboard Standard / Inboard Custom; a record can carry any combination).
12. The module provides Overdue, Today, This Week, Completed, My Activities and by Account/Owner views.
13. Manual activity types are call, meeting, customer visit, follow-up, internal note and technical discussion.
14. Outlook emails sent/received and WhatsApp messages sent/received, including status events, are logged automatically with an Auto-logged status.
15. Activities can be created directly from the Activities page via the + Add Activity drawer, choosing the Account, Contact and the related Lead/Sales Case/Complaint/Technical Query.
16. Completing an activity captures the outcome and the next action; whether a next action is required depends on the state of the related record.
17. Every activity appears automatically on all linked record timelines.

• Store the standard checklist in a small custom module (Checklist Templates) and run a scheduled Deluge function that spawns the ~7-12 Tasks per account each yearly cycle with owner = account owner; keeping the list in a module means Glydus can edit it without code, and ad-hoc items remain ordinary Task creates.
• Drive trial follow-ups from the Deal's Trial stage: a workflow flags trial start and a scheduled function creates a follow-up Task every 20 days while the stage remains Trial, stopping automatically when the stage moves on.
• Implement the month-10 contract review as a time-based workflow off Contract Start Date (+10 months) on the distributor account/contract record, pre-filling the Task with a roll-up of kits purchased-to-date vs the committed volume.
• Sync the SAP readiness date onto the order/PI record (SAP B1 SQL integration, phase-scoped) and use a time-based workflow at readiness minus 7 days to create the payment-chase Task carrying Payment Terms; a validation rule blocks the Dispatched status until Payment Confirmed is set, encoding the Accounts-gate.
• Outlook auto-logging comes from Zoho CRM's Outlook add-in / email association; WhatsApp sent/received and status events need the WhatsApp Business integration or a webhook into a Deluge function that creates activity records tagged Auto-logged.
• Enforce the completion rule with a validation rule plus a Deluge function on close: block Completed unless Notes/Outcome is filled, and require Next Action + Next Action Date conditionally by reading the related record's stage (the 'depends on record state' gate).
• Because the factory has no CRM access, model factory touchpoints as waiting activities only: send the standardized complaint form via a CRM email template and keep readiness/packing data flowing one-way from SAP rather than granting factory seats.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Complaints and technical queries arrive via three channels (revised in the requirement session): the website form, which generates an email to the team and can carry photos/video; WhatsApp, often to AG who forwards it; and direct email. Each lands as a record against Contact + Account with the original thread preserved.
2. Classification as Complaint vs Technical Query is a manual decision by the sales/account owner in CRM - no automatic or AI classification (revised from v1 in the session).
3. A real complaint is essentially a product failure. Price complaints are not registered as complaints - they are treated as negotiation on the deal.
4. Every registered complaint is assigned an owner and a resolve-by date at registration.
5. The marketing/commercial team resolves what it can first; product/technical issues it cannot resolve are routed to the factory for root cause analysis.
6. The factory does not get CRM access: the existing standardized complaint form is sent to the factory by email, and the complaint owner records the outcome back on the record.
7. Root cause analysis determines whether the issue is a genuine product failure or an installation/usage error, and that outcome drives the resolution.
8. Complaints and Technical Queries are maintained as separate repositories.
9. A technical query first checks the knowledge base: if a similar approved answer exists it is flagged to the salesperson, who responds directly; if not, the query sits in Awaiting Technical while the salesperson manually sources the answer (manual because the factory stays outside CRM).
10. Drafted technical answers feed back into the knowledge base; technical/safety-sensitive answers require approval before being suggested as reusable responses.
11. The knowledge base is seeded from historical complaint/query emails, FAQs and installation guides.
12. Every complaint tracks priority, resolve-by date, age, escalation and status.
13. Resolution capture records diagnosis, root cause, corrective action, solution and resolved date.
14. The register and knowledge base are searchable by symptom, wording, product, code/category and customer.
15. If a Lead is closed as Complaint, the Complaint record is automatically created/linked and the source communication is retained.

• Build Complaints as a custom Zoho CRM module (auto-number Complaint ID, lookups to Account/Contact/order-PI reference) with a Blueprint driving Open -> Classified -> With Marketing-Commercial / With Factory -> Resolved; the entry transition mandates Owner and Resolve-by date, and the Resolved transition mandates Diagnosis, Root cause, Corrective action and Solution and stamps Resolved date.
• Classification is a plain mandatory picklist (Complaint / Technical Query) set by the sales/account owner - the session confirmed this stays manual, so no AI/rules classifier is built; a validation rule blocks price-type issues from being saved as complaints and points the user to the Deal negotiation path.
• Factory bridge without a factory licence: a custom button/workflow runs a Deluge function that merges complaint data into the client's standardized complaint form template and emails it to the factory, stamping Factory form sent date; the RCA outcome is typed back by the owner since the factory has no CRM access.
• Intake wiring: the website form already generates an email, so a dedicated inbox with Zoho CRM email parsing creates the record and attaches photos/video; WhatsApp comes in via the WhatsApp Business channel integration, with a Forwarded-by field for items relayed by AG; direct emails log via the mail add-in against Contact + Account.
• Resolve-by/TAT: workflow sets the due date on create (defaults by priority once the client defines them), a formula field computes Age, scheduled escalation alerts fire on breach, and custom views feed the Open / Due Today counters.
• Knowledge Answers as a second custom module linked to Complaints (multi-select lookup for similar complaints) with a CRM approval process before an answer becomes reusable; seed it by importing the client's historical Q&A emails, FAQs and installation guides, and surface matches to the salesperson from the Technical Query record.
• Zoho Analytics dashboard for Open, Due Today, Resolved-this-month and Approved Knowledge Answer counts; route heavy photo/video attachments to WorkDrive links rather than CRM storage.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Technical Queries is a separate repository for questions that are not complaints; Complaints and Technical Queries remain separate repositories.
2. Classification as Complaint vs Technical Query is a manual decision by the sales/account owner in CRM (revised in the requirement session); system suggestions may assist but never auto-classify.
3. Classify as Complaint when the customer reports a failure, defect, poor performance or dissatisfaction (e.g. leak, heavy steering, noise); price-too-high is handled as a negotiation, not a complaint (session).
4. Classify as Technical Query when the customer asks how the product works, compatibility/specification/certification or application guidance (e.g. torque margin, dual station compatibility, installation question).
5. Queries arrive via the website form (which generates an email to the team), direct email or WhatsApp (sometimes relayed by the director); every message auto-logs against Contact + Account with the original thread, files, photos and videos preserved.
6. The knowledge base is seeded from historical emails, FAQs and installation guides - no Q-and-A Excel exists (revised in the session); the system reads this material to suggest answers.
7. If a similar approved answer already exists, it is flagged to the salesperson, who answers the customer directly without involving the factory (session).
8. If no approved answer exists, the query enters Awaiting Technical: the salesperson manually chases the factory (or another expert) outside CRM - this step stays manual because the factory gets no CRM access (session) - and drafts the answer.
9. Every answer records draft answer, final answer, answer sent date and approver.
10. Technical/safety-sensitive answers require approval before being suggested as reusable responses.
11. Every approved answer feeds the knowledge base with tags/keywords, applicability limitations and similar questions, searchable for future sales responses (session).
12. Query status is tracked as New, Awaiting Technical, Answer Drafted, Approved, Answered, Closed; Awaiting Technical may be skipped when a matched approved answer is used.
13. Each query tracks TAT: age, due date / SLA target and escalation.
14. Each query carries segment tags from the revised model Outboard / Inboard Standard / Inboard Custom - one, two or all three (session).
15. If a Lead is closed as Technical Query, create/link the Technical Query record and preserve all original context.

• Build Technical Queries as a Zoho CRM custom module with a Blueprint enforcing New -> Awaiting Technical -> Answer Drafted -> Approved -> Answered -> Closed, plus a skip path New -> Answer Drafted for matched approved answers; the Approved transition captures approver name and approval date as mandatory during-transition fields (the factory stays offline, so no factory profile or licence is needed).
• Intake: Zoho CRM email-in for direct emails and the website form's generated emails (a Deluge workflow parses the form email to set source = Website form and attach photos/videos), plus a WhatsApp channel integration for direct and relayed messages; sender is matched to Contact + Account with the full thread linked to the record.
• Knowledge seeding: create an Approved Answers custom module seeded from the historical emails, FAQs and installation guides the client will share - a one-time assisted extraction into question/answer/tags/applicability rows (CRM will not read raw mailboxes or PDFs by itself); thereafter the Approved Blueprint transition appends each new answer automatically.
• Answer suggestion: a Deluge search function or related-list widget queries Approved Answers by keywords, product and segment tag on record creation; on a match it flags the owner ('similar approved answer exists - answer directly'), and only Approved-for-reuse records are ever suggested. Zia or an AI-assisted function can add semantic matching over the FAQ/installation-guide content.
• Factory chase support: a one-click pre-filled 'chase factory' email template from the query record (the factory stays off-CRM); each chase logs as an activity, and time-based workflows re-nudge the owner and escalate when Awaiting Technical breaches the TAT target.
• Segment tags: model Outboard / Inboard Standard / Inboard Custom as a global multi-select picklist shared with Leads/Accounts so query suggestion filters and ownership use the same taxonomy revised in the session.
• Dashboards: Zoho Analytics / CRM dashboards with the four KPI cards - Open Queries, Awaiting Technical (escalated), Answered this month, Approved Answers (reusable) - plus TAT/escalation reports and an answered-from-knowledge-base vs factory-chase ratio.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Analytics starts with high-level KPI cards, and the user or manager can then build configurable charts.
2. Clicking a card or chart drills into the underlying records with the same filters applied; every visualization supports drill-down.
3. Segment analytics slice by the revised segment model — Outboard / Inboard Standard / Inboard Custom (revised in the requirement session); a lead or account can carry one, two or all three tags, and the tagging also drives sales ownership.
4. A lead becomes an Account only when it places its first order (confirmed in the session); funnel and conversion analytics must distinguish qualification from first-order conversion.
5. Sales vs Target compares the SAP-confirmed chosen sales measure against the configured target, and it must be clearly defined whether the target is based on order/PI value or invoiced sales.
6. Lead Conversion Ratio = Qualified Leads / Leads created, with optional alternative definitions in Settings.
7. Quote Win Ratio (count) = Quotes Won (PO received) / decided Quotes shared; revisions must not be counted as independent quotes.
8. Orders punched directly to PI without a quote — allowed for existing customers per the session — are excluded from Quote Win Ratio but still count in sales and pipeline metrics.
9. Quote Win Ratio (value) = Won Quote value / total value of decided Quotes.
10. Pipeline Value is reported by Qualified Lead / Opportunity / Trial / Order; the Trial stage covers OEM/boat-builder trials (3-6 months, follow-up roughly every 20 days per the session).
11. Engagement Mix reports Hot / Warm / Cold plus the Marketing Lead nurture category, and lead importance (Important / Medium / Low) selects the engagement rule set — added in the session.
12. Each distributor account shows committed order volume for the contract year (staggered milestones, e.g. X by March, X by June) against actual purchases with % achieved — e.g. 75 of 100 committed kits.
13. Actuals may exceed or fall short of commitment; both are acceptable, and the variance is reported for CR-team follow-up, never enforced as a penalty.
14. Each distributor account carries historical purchases per prior year and owner-entered forward projections for the next 1-3 years (requested in the session as the strategic account view).
15. Contract progress is reviewed in month 10 of the contract year — revised in the session from month 11 — via a triggered communication rule fed by the committed-vs-actual view.
16. Referred leads appear by name on the referred distributor's account; the distributor follows up with the lead, the account owner checks the result with the distributor over email or call, and the owner manually records the outcome (Purchased from distributor / Not purchased + reason) before closing the lead.
17. A distributor purchase-quantity ledger for referred leads is deferred to a later phase (session decision); phase 1 tracks follow-through and outcome only.
18. Complaint TAT reports average, median and % within target, filterable by priority, category and product; because the factory has no CRM access, resolution updates are entered by the internal owner.
19. Technical Query TAT is the average/median time from received to approved/answered.
20. PI Creation Turnaround measures PO received to successful PI creation in SAP (Business One, confirmed in the session), including integration failures and backlog; the PI number is the golden source of truth.
21. Payment terms (100% advance, 50-50, credit terms, FOC) are tagged on every order/PI; FOC shipments carry zero value and must be distinguishable in value KPIs.
22. Readiness date is pulled from SAP onto orders so upcoming-ready orders can be listed; payment follow-up starts one week before readiness.
23. Users can add, remove and reorder KPI cards and charts; supported chart types are bar, line, funnel, stacked bar, donut/pie and table.
24. Available filters are date, owner/team, territory, account/customer type, segment tags, product, pipeline stage, payment terms, complaint/query category, and country when useful.
25. Personal dashboards are supported alongside manager-published shared dashboards.
26. Targets are permission-controlled and can be entered by period, salesperson and team.

• Build the KPI library in Zoho Analytics (CRM + Desk data synced) rather than native CRM dashboards: median and % within target for Complaint/TQ TAT and the win-ratio formulas need Analytics aggregate formulas and Query Tables; native CRM components cannot compute medians.
• Model distributor commitments as a Contract Commitments child module on the Account (contract year, milestone month, committed kits) and roll up actual ordered/PI quantities against it; an Analytics Query Table computes committed vs actual and % achieved per contract year, and a CRM workflow raises the month-10 review task.
• Store history and projections as Distributor Yearly Volume records per Account (year, actual purchased, projected volume for Year+1 to Year+3) so the strategic view charts backward and forward volume side by side in Analytics.
• Implement referred-lead follow-through with a Referred To Distributor lookup on the Lead plus referral date, a follow-up status flag and an outcome picklist (Purchased from distributor / Not purchased + reason); the related list on the distributor Account shows referred leads by name, and Analytics counts referred leads pending follow-up and outcomes per distributor.
• Model quote revisions as versions under a parent Quote (parent lookup + revision number) and flag orders created without a quote (existing customers going straight to PI) so the Quote Win Ratio Query Table counts decided parent quotes only and excludes no-quote orders.
• Create a Sales Targets custom module in Zoho CRM (period, salesperson, team, target value, basis) with profile/role permissions so target entry is permission-controlled; sync to Analytics and join against SAP-confirmed sales for the Sales vs Target card.
• Sync the revised multi-select segment tags (Outboard / Inboard Standard / Inboard Custom), Territory and Payment Terms picklists to Analytics as slicers; use view-underlying-data on every widget with dashboards embedded in a CRM web tab (personal = private Analytics dashboards, shared = manager-published to groups); PI Creation Turnaround and readiness-date views need the SAP Business One (SQL) middleware to log PI numbers, readiness dates and success/failure timestamps back to CRM.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. All Settings areas are configured by the admin — Settings holds all configurable CRM masters and workflow rules.
2. Segment Tags is a multi-select master with Outboard, Inboard Standard and Inboard Custom values (revised in the requirement session, replacing Commercial/Inboard/Outboard); a lead or account can carry one, two or all three, and the tags drive ownership and process flow.
3. The Customer Type master holds Distributor, End Customer, OEM / Engine Dealer, Consultant / Agent, Shipyard, Channel Partner, Naval Architect / Influencer and Government / Tender, and determines which process flow a record follows.
4. Contracts (with exclusivity clause) apply only to Distributors and Channel Partners; End Customers buy without contract and Consultants/Agents work on commission without one.
5. The trial stage applies to the OEM / Engine Dealer flow, runs 3-6 months, and triggers a follow-up roughly every 20 days (confirmed in the session).
6. A distributor contract renewal review triggers in month 10 — revised in the session from month 11 — comparing committed volume against actual purchases and setting next-year numbers.
7. Payment terms are limited to the master values 100% Advance, 60/40, 50/50 and FOC (definitive list to be shared by the client or pulled from SAP); every order/PI is tagged with its terms, and Accounts must confirm payment receipt before dispatch regardless of terms.
8. Payment chasing starts one week before the SAP readiness date, and the readiness date is pulled from SAP so owners never have to ask the factory.
9. Active outreach is capped at 7-8 follow-ups; non-responders move to the Marketing Lead nurture category with one awareness mail per month/quarter (added in the session).
10. Engagement categories are Hot, Warm, Cold and Marketing Lead; the v1 working-day bands (Hot 0-20, Warm 21-59, Cold 60+) are retained, measured on the working-day calendar of weekends plus company holidays.
11. Each Lead Importance level (High / Medium / Low) carries its own engagement rule set — important leads follow a different rules set than medium/low (per the session; detailed rule sets to follow).
12. Lead routing follows the configured matrix: Hot/Qualified; Warm+High Qualified; Warm+Medium/Low Sales Nurture; Cold Marketing Nurture.
13. The pipeline supports three stage-gate configurations — Standard (Outboard / Inboard Standard), Inboard Custom, and Government Tender; Trial stage is optional and the Quote step is skippable for existing contracted customers.
14. The Order stage trigger is SAP PI created; PI creation may be a one-click salesperson action with validation, and the PI number is the golden source of truth thereafter (dispatch is marked on the PI).
15. Inboard Custom enquiries cannot be processed without complete vessel technical details (GA drawing, rudder dimensions); the torque-based selection rule set determines the offerable steering options.
16. The Government Tender flow works on manual GeM-portal reminders — no portal integration exists, and technical qualification precedes commercial quotation.
17. A lead converts to an account the moment it places its first order (confirmed in the session); the territory-to-owner mapping assigns the account owner, and all handover data lives in the CRM — no manual handover document.
18. Referred leads are tagged to the receiving distributor by name, tracked for distributor follow-up, and closed with a recorded outcome: Purchased from Distributor or Not Purchased plus reason.
19. Lead close reasons are limited to Sent to Distributor, Existing Customer, Not Relevant, Technical Query and Complaint.
20. The customer registration form is mandatory and all of its fields are mandatory (confirmed in the session).
21. Complaint vs Technical Query classification is a manual decision by the sales/account owner; only product-failure complaints are registered (price complaints are handled as negotiation), and registered complaints go to the factory on the standardized form with a resolve-by SLA — the factory has no CRM access.
22. Approved knowledge-base answers (built from historical emails, FAQs and installation guides) are flagged back to sales for reuse; queries without an approved answer sit in a manual Waiting Technical step owned by the salesperson.
23. The account activity checklist holds the 10-12 standard annual activities per account, and the admin can add activities on the fly.
24. Excel imports run only through admin-defined templates, allowed fields, dedupe rules and import permissions.
25. Quote templates govern numbering, line-item masters, terms, approval rules and the PDF template; quote prices always come from the agreed contract price list.
26. Analytics configuration covers the KPI library, targets, chart permissions and shared dashboards, including committed-vs-actual and projection views per distributor.
27. Integrations cover SAP Business One, Microsoft 365/Outlook and WhatsApp Business, each with sync health and error queues; CRM reads order status, readiness and dispatch from SAP while production stays in SAP.
28. The audit log records critical configuration changes, imports, transitions and integration events.

• Segment tags: build Outboard / Inboard Standard / Inboard Custom as a multi-select picklist field (not free Zoho tags) so it can drive assignment rules, workflows and reports; pair it with the Customer Type picklist to select the right layout and Blueprint.
• Per-type processes: use multiple Deal layouts + Blueprints — one Standard flow, one Inboard Custom flow (validation rule blocks progress until GA drawing/rudder dimensions are attached), one Government Tender flow with date-based reminder tasks in place of GeM integration.
• Territory mapping: implement with Zoho CRM Territory Management (or assignment rules keyed on a Country/Region master); a conversion workflow reassigns the account to the mapped account owner so the BD-to-CR handoff is automatic and the handover data stays on the record.
• Payment terms: create a global picklist (100% Advance / 60-40 / 50-50 / FOC) reused on Accounts, Deals and the PI/order record, with values kept identical to SAP Business One payment terms for clean sync.
• Cadence automations: scheduled workflows/Deluge create the ~20-day trial follow-up tasks, count completed follow-ups to enforce the 7-8 cap and flip leads to Marketing Lead nurture (Zoho Campaigns for the monthly/quarterly awareness mail), and a date-based rule on contract end date fires the month-10 renewal review task.
• Contracts: use Zoho Contracts (included in Zoho One, as discussed in the session) for distributor/channel-partner agreements with the exclusivity clause and renewal reminders; store committed-volume schedule as a subform on the Account for committed-vs-actual analytics.
• Knowledge base & complaints: Zoho Desk holds the KB fed from FAQs, installation guides and segregated historical emails, with an approval process before an answer becomes reusable; complaints use a Desk department with SLA (resolve-by) policies and an email template that sends the standardized complaint form to the factory, which stays outside the CRM.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Connect approved company mailboxes through Microsoft 365 / Outlook APIs and approved authentication.
2. Auto-log sent and received customer emails when the sender/recipient matches a CRM Contact.
3. Preserve direction, participants, subject, timestamp, body/preview per retention policy, attachment references and conversation/thread ID for every logged email.
4. Match automatically to Contact + Account, and to Lead/Sales Case/Quote/Complaint/Technical Query where confidence/rules are clear.
5. Emailing a Quote or Customer Form from CRM must send through the salesperson's mailbox and be visible in Outlook Sent Items where supported.
6. Provide an Unmatched Communications queue and sync/error monitoring.
7. Use an official company WhatsApp Business integration, not personal-account scraping.
8. Normalize phone numbers and match incoming/outgoing WhatsApp messages to Contacts and Accounts.
9. Log WhatsApp messages/media and delivery/read/failure state where available.
10. Allow users to send/reply from CRM only subject to company consent/template rules.
11. Allow Quote and Customer Form links to be sent from CRM over WhatsApp and auto-logged.
12. Allow a message/conversation to create or be classified as a Lead, order confirmation, Complaint or Technical Query while preserving context.
13. Integrate with SAP Business One on SQL (confirmed in the requirement session; exact version pending) only through supported B1 interfaces - never write directly into ERP database tables.
14. Order confirmation is accepted as a formal PO, an email reply to the quote, or a WhatsApp agreement; confirmations taken on a call must be documented manually before PI creation.
15. The quote step is skippable for existing contracted customers, who may proceed directly to PI (revised in the session).
16. PI creation is a salesperson-triggered Create-PI action: the salesperson validates that all order details are present, CRM validates SAP Customer Code, Material Codes and required commercial data, and the salesperson confirms the PI that was created (session decision - assisted, not silent automation).
17. Create PI with a unique CRM correlation ID / external reference; every retry must reuse the same ID to prevent duplicate PI creation.
18. Store the SAP PI number in CRM as the golden source of truth for the order; successful PI creation is the only automatic transition to Order.
19. Pull the readiness date from SAP onto the CRM order so sales can answer delivery questions without asking production.
20. Limit order statuses in CRM to what sales needs - readiness, payment-cleared and dispatched (session decision): readiness syncs from SAP, payment-cleared is set on Accounts-team confirmation; BOM, production and packing list management stay entirely in SAP, and shipment is not tracked beyond dispatch.
21. Tag payment terms on every order (100% advance, 50/50, 30/60-day credit, FOC) and record the payment reference (Swift/transfer ID) against the PI number.
22. No order ships until payment clears per its terms; a payment-chase reminder fires one week before the readiness date, and payment-cleared is set only after the Accounts team confirms receipt.
23. The Contract is a first-class record for distributors and channel partners: annual committed volume, staggered purchase schedule, exclusivity clause where applicable, and a signed document held in the Zoho stack.
24. Contract signature is the milestone that converts a distributor lead into an active distributor Account; a renewal review triggers in month 10 (revised from month 11 in the session).
25. Track committed vs achieved volume, yearly purchase history and forward projections on the Account; over- or under-purchasing against commitment is allowed and simply recorded.
26. Consultants/agents are tagged in CRM with no contract; orders they source link to them so commission can be tracked once the business defines the model.
27. Tag every Lead/Account with Segment Tags - Outboard, Inboard Standard, Inboard Custom - in any combination; tags drive ownership (revised segment model from the session).
28. GeM government tenders get a dedicated manual flow: no portal integration, technical qualification before quotation, deadline reminders, and manual status updates after portal checks (confirmed in the session).
29. Support bulk email from the CRM stack for exhibition lead lists and outbound outreach, including the low-frequency nurture cadence for unresponsive marketing leads.
30. Outlook and WhatsApp should automatically populate the communication timeline - salespeople should not have to re-enter routine emails or WhatsApp conversations (section 1 principle).
31. Every stage transition should be based on a real business event, not subjective manual stage movement (final developer principle).

• SAP Business One (SQL): integrate via B1's supported interfaces - Service Layer if their version supports it, otherwise DI API behind a small middleware - called from a Deluge invokeurl / Zoho Flow; a Create PI custom button on the order validates Customer Code and Material Codes, posts with the correlation ID held in a unique field (retries re-read it, guaranteeing idempotency), and writes back the PI number and readiness date. B1 on-premise means the middleware needs a reachable endpoint agreed with their IT.
• Blueprint gating: model the Sales Case pipeline as a CRM Blueprint whose transition into Order executes only via API when the PI number is written back, so no user can manually move a record into Order; add a skip path so existing contracted customers bypass the Quote state (session rule).
• Read-only statuses: keep readiness date, payment-cleared and dispatched as the only SAP/ops fields on the order; readiness syncs from B1, payment-cleared is set by a workflow after Accounts confirmation, and a scheduled workflow creates the payment-chase task one week before the readiness date.
• Contracts: use Zoho Contracts / Zoho Sign (included in Zoho One - the client confirmed they want the Zoho stack for this) for authoring and e-signature, paired with a Contract custom module in CRM holding committed volume and a staggered-schedule subform; a workflow stamps the month-10 renewal review date and creates the renewal task, and a roll-up (Deluge aggregate) maintains committed-vs-achieved on the Account.
• Bulk email: sync exhibition and outreach segments to Zoho Campaigns for mass mailing (CRM native mass email caps are too low for exhibition lists) with campaign membership and opens/clicks synced back to CRM; a recurring Campaigns journey covers the monthly/quarterly marketing-lead nurture cadence.
• GeM tenders: a Tender custom module with its own Blueprint (manual transitions only), workflow reminder tasks for deadlines and periodic portal-check prompts, and no external calls - matching the confirmed no-integration constraint.
• Commissions: a Commission custom module linking Consultant/Agent, sourced order and territory, populated by a workflow when a tagged agent's order hits Order stage; rate/payout fields stay open until the business defines the model.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

Tick as answered — these also appear in the Session Questions tab.