CRM Function

Purpose: This document defines the internal operational logic of the CRM (Business) 📋 Function. It details the process from lead acquisition to deal closure and handover.

Why This Matters

This 📋 Function transforms the lead management process from a manual, disconnected effort into a streamlined, automated revenue engine. From a strategic standpoint, it provides clear ROI tracking from ad spend to signed contracts. For the sales team, it eliminates guesswork by automating lead assignment, standardizing follow-up procedures, and integrating essential tools like Google Calendar, directly increasing conversion rates and team efficiency.

The Big Picture

Architecturally, this system is designed to capture leads from external webhooks (e.g., landing pages), process them through a structured pipeline using two core 🧊 Objects (🧊 Customer and 🧊︎ Demo), and then seamlessly hand off successful deals to downstream 📋 Functions like Contracts and Site Surveys. It relies on both internal automations for efficiency and external API calls for calendar integration.

Sneak peek

  🏢 LAIKA (Organization)
  │
  ├── 📂 MARKETING (Area)
  │   └── ⏹️ Marketing Campaigns (Space)
  │
  ├── 📂 SALES (Area)
  │   └── ⏹️ Sales & CRM (Space)  //You are here
  │       └── 📋 Function: CRM
  │           └── 🧊 Customer
  │               └── 🧊︎ Demo (Sub-Object)
  │
  ├── 📂 ACCOUNTING (Area)
  │   └── ⏹️ Contracts & Invoices (Space)
  ├── 📂 DESIGN & CONSTRUCTION (Area)
  │   ├── ⏹️ Project Management (Space)
  │   ├── ⏹️ Design (Space)
  │   └── ⏹️ Interior Construction (Space)
  └── 📂 CUSTOMER SUCCESS (Area)
      └── ⏹️ Customer Success (Space)
   

OBJECT RELATIONSHIPS

Relationship Type	Connection	Description
Parent-Child	`🧊 Customer` → `🧊︎ Demo`	Each `🧊 Customer` can have multiple `🧊︎ Demo` appointments.
Object Reference	`🧊 Customer` (Ad Source field) → `🧊 Ad`	Connects the lead to the specific ad campaign that generated it, enabling ROI tracking.

OBJECT TYPES, WORKFLOWS & DATA FIELDS

1. 🧊 Customer (Standard Object)

Process Description: Manages potential customers from the moment they are captured via a landing page webhook until they are converted into a signed contract. This includes automated assignment and progress tracking through various statuses.
Example: A potential customer, “Sarah & Michael Westbrook,” is captured from the “Scandinavian Simplicity” ad campaign, which has the ad key MKT-236. Their prospective budget is recorded as $40,000 - $55,000

Workflow Diagram
Status Details
Data Fields

Customer Workflow

NEW LEAD → 1ST CALL → NEGOTIATION → PROPOSAL → CONTRACT PREP → CLOSED-WON
   ↓          ↓           ↓             ↓              ↓
CLOSED-LOST CLOSED-LOST CLOSED-LOST CLOSED-LOST    CLOSED-LOST

Status	Business Logic	Advanced Settings
1. NEW LEAD	A new customer has been created from the website form and automatically assigned to a sales rep.	Transition Permissions: Assigned Sales Rep. Data Input: The Object is pre-populated with data from the webform, including the ad source.
2. 1ST CALL	The assigned sales rep has made initial contact and is in active consultation with the customer.	Transition Permissions: Assigned Sales Rep. Data Input: Call notes, customer needs, and style preferences are recorded.
3. NEGOTIATION	The customer has shown strong interest and is discussing specific terms, budget, and scope.	Transition Permissions: Assigned Sales Rep. Data Input: Fields for specific terms and pricing adjustments are updated.
4. PROPOSAL	A formal proposal has been sent to the customer for review.	Transition Permissions: Assigned Sales Rep.
5. CONTRACT PREP	The customer has verbally agreed to proceed. This status triggers the handoff to other departments.	Automation: Triggers the creation of a `Contract & Invoice/🧊Contract` and a `Design & Build/🧊Site Survey`.
6. CLOSED-WON	The contract has been signed and the first payment received. The deal is won.	This is a terminal success status.
7. CLOSED-LOST	The customer is not moving forward with the project at this time.	Transition Permissions: Assigned Sales Rep. Data Input: A “Reason for Loss” field should be required to improve sales analytics.

Data Field Groups

Group	Field Name (Type)	Notes
Basic Information (6 Fields)	Full Name (Text), Phone Number (Phone), Email (Email), Address (Text), Preferred Style (Dropdown), Expected Budget (Currency)	Information captured from the landing page form.
Tracking & Assignment (4 Fields)	Ad Source (Object Reference), UTM Tracking (Text), Assigned Rep (User), Received Date (DateTime)	Tracks lead origin and assignment.
Consultation & Evaluation (4 Fields)	Interest Level (Dropdown), Consultation Notes (Paragraph), Failure Reason (Dropdown), Last Contact Date (DateTime)	Tracks the consultation process.
Voucher & Incentives (3 Fields)	Next Purchase Voucher (Currency), Voucher Percentage (Percent), Voucher Expiry (Date)	Incentives for returning customers.
Total: 17 Fields

2. 🧊︎ Demo (Sub-Object)

Process Description: Manages direct consultation appointments with customers, fully integrated with Google Calendar to synchronize schedules and send invitations to all participants.
Example: A demo titled “LAIKA x Sarah & Michael - Interior Renovation Demo” is scheduled for June 18th at 2:00 PM, with designer Max and sales rep David attending.

Workflow Diagram
Status Details
Data Fields

Demo Workflow

┌──────────> POSTPONED ────────┐
│                               ↓
SCHEDULED → IN PROGRESS → COMPLETED
│
└──────────> CANCELLED

Status	Business Logic	Advanced Settings
1. SCHEDULED	A consultation has been booked for a specific time.	Automation: Creates a Google Calendar event and invites the customer, sales rep, and designer. Data Input: Time, location, participants.
2. IN PROGRESS	The live consultation meeting is currently happening.	Transition Permissions: Assigned Sales Rep, Designer. Data Input: Live notes are taken during the consultation.
3. COMPLETED	The meeting has concluded with a clear outcome.	Transition Permissions: Assigned Sales Rep. Automation: Can update the parent `🧊 Customer` status accordingly (e.g., to `NEGOTIATION` or `CONTRACT PREP`).
4. CANCELLED	The appointment was cancelled by either the customer or the team.	Transition Permissions: Assigned Sales Rep. Automation: Updates the Google Calendar event and notifies all participants.
5. POSTPONED	The appointment has been deferred to a later, unconfirmed date.	Transition Permissions: Assigned Sales Rep. Condition: Should loop back to `SCHEDULED` once a new date is confirmed.

Data Field Groups

Group	Field Name (Type)	Notes
Appointment Information (6 Fields)	Demo Title (Text), Time (DateTime), Location (Text), Attending Designer (User), Google Calendar Event ID (Text), Consultation Type (Dropdown)	Basic details about the meeting.
Results & Follow-up (4 Fields)	Interest Level (Dropdown), Consultation Notes (Paragraph), Next Steps (Text), Actual Duration (Decimal)	Outcome and subsequent actions.
Total: 10 Fields

AUTOMATIONS

You can open this canvas view for better readability

Within Function
Cross-Function
Cross-System

These rules run entirely within the Sales & CRM Space to enhance sales efficiency and ensure process consistency.

Sequence	ID	Rule Name	Trigger	Action	Description
3	IC-01	Calculate Lead Score	Create/Update: `🧊 Customer`	Update: `🧊 Customer`	When a new `🧊 Customer` is created or key data is updated, a formula runs to update the `Lead Score` field. For example, Sarah’s lead was automatically given a score of 87.
4	IC-02	Create Initial Follow-up Task	Update: `🧊 Customer` assigned	Create: `☑️ Task`	When a `🧊 Customer` is assigned to a sales rep, a `☑️ Task` Sub-Object is automatically created and assigned to them, due within 24 hours. e.g., Assigning a task to David to call Sarah Westbrook.

These rules describe the critical handoffs of data and tasks between the Sales & CRM ⏹️ Space and other functions.

Sequence	ID	Direction	Rule Name	Trigger	Action
2	CF-01	`Incoming`	Link Lead to Source Ad	Create: `🧊 Customer` (from CS-01)	Links the new `🧊 Customer` with its source `Marketing/🧊 Ad`. For example, linking Sarah’s new lead to the “Scandinavian Simplicity” ad.
6	CF-03	`Outgoing`	Handoff to Production & Accounting	Status Change: `🧊 Customer` to “CONTRACT PREP”	Creates a `Design & Build/🧊 Site Survey` Object for Tony. Creates a `Contract & Invoice/🧊 Contract` Object for the finance team.
7	CF-05	`Incoming`	Receive Payment Notification	Status Change: `Contract & Invoice/🧊 Invoice` to “PAID”	Sends an automatic message to the `Sales & CRM` Space chat. e.g., Notifying David that Sarah’s $11,500 deposit has been paid.
8	CF-09	`Incoming`	Update Loyalty Voucher	Status Change: `Project Management/🧊 Project` to “COMPLETE”	Automatically calculates and updates the `Voucher` field in the original `🧊 Customer`. e.g., Adding a $500 voucher to Sarah’s record after her project is finished.

These rules connect the CRM function with platforms outside of Luklak.

Sequence	ID	Rule Name	Trigger	Action	Description
1	CS-01	Receive Lead from Landing Page	Webhook: Website form submitted	Create: `Sales & CRM/🧊Customer`	A form submission triggers a webhook that creates a new `🧊 Customer` Object. This is how Sarah Westbrook’s inquiry became a new lead in the system.
5	CS-02	Create Google Calendar Event	Button Click: “Schedule Meeting”	HTTP Request: Google Calendar	A sales rep clicks a button to create a shared meeting invite. e.g., Creating the “LAIKA x Sarah & Michael” event in Google Calendar for David, Max, and Sarah.

# How to Schedule a Customer Demo
This guide shows you how to book a new consultation for an existing customer lead, which will also create a Google Calendar event automatically.

## Section 1: Find Your Customer
! Important: Ensure the Customer is in the "CONTACTING" or a later stage before scheduling.

1. Navigate to the main "Kanban Customer Pipeline" Workview.
![Screenshot of the Kanban board with customer cards](path/to/kanban.png)

2. Click on the 🧊 Customer you wish to schedule a demo for.
* This will open the detailed view of the Customer.

## Section 2: Book the Consultation
1. In the 🧊 Customer detail view, click the "..." menu button in the top-right corner.
![Screenshot of the Customer detail view with the menu button highlighted](path/to/customer-detail.png)

2. Select "Book Consultation" from the dropdown menu.
* A pop-up form will appear to enter the demo details.

3. Fill in the required fields: Demo Title, Time, Location, and select an Attending Designer.
![Screenshot of the demo booking pop-up form](path/to/popup.png)

4. Click "Schedule".
* This will create a new `🧊︎ Demo` Sub-Object and send a Google Calendar invitation to all participants.

WORKVIEWS, DASHBOARDS & FILTERS

Workviews
Dashboards
Filters

Workview	Description	Data Configuration
1. Kanban Customer Pipeline	Displays customers as cards in columns representing each stage from `NEW LEAD` to `SUCCESS`.	All `🧊 Customer` Objects, grouped by status, sorted by received date.
2. Demo Calendar	A monthly calendar view showing all scheduled consultation appointments.	All `🧊︎ Demo` Objects with a scheduled time, integrated with Google Calendar.
3. Customer List	A detailed table view of all customers with comprehensive information.	All `🧊 Customer` Objects, with filters for sales rep, ad source, and status.

Gadget	Data	Description
1. Conversion Funnel Chart	Conversion rate from Ad → Customer → Contract.	Analyzes the efficiency of the entire pipeline from Marketing to Sales.
2. Sales Rep Performance Counters	Count of assigned Customers, Demos completed, and deal close rate.	Evaluates the performance of individual sales representatives.
3. 2D Ad Source Statistics	Distribution of Customers based on the UTM tracking from ad campaigns.	Analyzes the ROI of each marketing campaign.

Filter	Criteria	Reminder
1. Uncontacted Leads	Status = “NEW LEAD” AND Received Date > 24 hours ago.	Daily at 9:00 AM to the assigned Sales Rep.
2. Upcoming Demos	Status = “SCHEDULED” AND Time is within the next 24 hours.	Daily at 8:00 AM to the assigned Sales Rep and Designer.
3. Stale Leads	Status IN (“CONTACTING”, “SCHEDULING”) AND Last Updated > 7 days ago.	Weekly on Monday at 9:00 AM to the Sales Manager.

ROLES, PERMISSIONS & NOTIFICATIONS

Roles
Permissions
Notifications

Role	Description	Permissions & Notifications
1. Sales Representative	Manages `🧊 Customer` Objects and conducts `🧊︎ Demo` consultations.	Permissions: Full control over assigned `🧊 Customer` Objects and the ability to create/edit their child `🧊︎ Demo` Objects. Notifications: Receives a notification when a new `🧊 Customer` is assigned and a reminder 15 minutes before a `🧊︎ Demo`.
2. Marketing Manager	Creates campaigns that generate leads for the CRM and monitors their performance.	Permissions: Read-only access to `🧊 Customer` Objects to track lead sources and conversion rates. Notifications: Does not receive real-time notifications per lead, but uses the data for campaign performance reports.

General Permission Scheme

Approach Used: Option 3 - Moderate Permissions

View ⏹️ Space: All members with a role in the Space can view it.
View & Update 🧊 Object: Only users who are directly assigned to an 🧊 Object can view and update it.
Object Chat: Anyone who can view the 🧊 Object can participate in its chat.

General Notification Scheme

Approach Used: Option 2 - Notify Relevant People OnlyAll actions performed on an 🧊 Object will only send notifications to the users who are directly assigned to that specific 🧊 Object.

What’s Next?

Marketing Campaigns Function: Understand how leads are generated and tracked before they enter this CRM pipeline.
Contract & Invoice Function: See the next step in the journey after a customer agrees to a deal.
Site Survey & Construction Function: Learn how project details are captured and managed post-sale.

Introduction

Flagship Casestudy

Common Solutions

Advanced Techniques

Why This Matters

The Big Picture

Sneak peek

OBJECT RELATIONSHIPS

OBJECT TYPES, WORKFLOWS & DATA FIELDS

1. 🧊 Customer (Standard Object)

2. 🧊︎ Demo (Sub-Object)

AUTOMATIONS

WORKVIEWS, DASHBOARDS & FILTERS

ROLES, PERMISSIONS & NOTIFICATIONS

General Permission Scheme

General Notification Scheme

​Why This Matters

​The Big Picture

​Sneak peek

​OBJECT RELATIONSHIPS

​OBJECT TYPES, WORKFLOWS & DATA FIELDS

​1. 🧊 Customer (Standard Object)

​2. 🧊︎ Demo (Sub-Object)

​AUTOMATIONS

​WORKVIEWS, DASHBOARDS & FILTERS

​ROLES, PERMISSIONS & NOTIFICATIONS

​General Permission Scheme

​General Notification Scheme

Why This Matters

The Big Picture

Sneak peek

OBJECT RELATIONSHIPS

OBJECT TYPES, WORKFLOWS & DATA FIELDS

1. 🧊 Customer (Standard Object)

2. 🧊︎ Demo (Sub-Object)

AUTOMATIONS

WORKVIEWS, DASHBOARDS & FILTERS

ROLES, PERMISSIONS & NOTIFICATIONS

General Permission Scheme

General Notification Scheme