CRM Overview
The CRM (Customer Relationship Management) module in Ascent is where you manage the companies you serve, the people who work there, their physical sites, and your sales opportunities. It groups four areas in the left sidebar under CRM: Clients, Contacts, Locations, and Pipeline.
Overview
The CRM module lets you:
- Track client companies by type (Lead, Prospect, Customer, Former) and status (Active, Inactive, Archived).
- Record contacts at each client and tag them by role (Primary, Billing, Technical, Emergency, Other).
- Manage one or more physical locations per client, with one marked as the primary site.
- Run a drag-and-drop sales pipeline of opportunities across stages.
- See at-a-glance counts of related records (such as contacts, assets, and tickets) directly in each list.
CRM Modules
Clients
The Clients list (sidebar CRM → Clients, /clients) shows every client in your organization. You can search by name and filter by Status (Active, Inactive, Archived) and Type (Lead, Prospect, Customer, Former). Each row shows the client name, type, status, and counts of Contacts, Assets, and Tickets. Click Add Client to create one.
A client record can hold billing defaults (currency, net terms, default rate, tax rate, tax-exempt flag), an address, a reference number, a lead source, and notes. If a client is linked to a Level RMM account, the account ID appears on the client's detail page.
Contacts
The Contacts list (sidebar CRM → Contacts, /contacts) shows the individual people associated with your clients. You can search by name and filter by Type (Primary, Billing, Technical, Emergency, Other) and Status (Active, Inactive). Each contact is tied to a client, and rows show the contact's title, email, phone, asset count, and ticket count. Contacts can optionally be enabled for the client portal.
Locations
The Locations list (sidebar CRM → Locations, /locations) manages the physical sites and addresses for your clients. You can search locations by name, and each location belongs to a client. One location per client can be flagged as the Primary site. Rows show the formatted address, phone number, and counts of contacts and assets at that location. Click Add Location to create one.
Pipeline
The Pipeline (sidebar CRM → Pipeline, /pipeline) is a Kanban board for tracking sales opportunities. Opportunities move between stages by drag-and-drop, and a summary across the top shows Total Pipeline, Weighted Pipeline, Open Opportunities, and Win Rate. Each opportunity card displays its value, probability, assigned team member, and expected close date. You can search by title or client and filter by assignee. Click New Opportunity to create one. A default set of stages is created automatically the first time you open the pipeline.
Filtering and search
Each list page has its own search box and filter controls rather than a single global command:
| Page | Search | Filters |
|---|---|---|
| Clients | Client name | Status, Type |
| Contacts | Contact name | Type, Status (Active/Inactive) |
| Locations | Location name | (client filter via the global client selector) |
| Pipeline | Opportunity title or client | Assignee |
The Clients, Contacts, and Locations lists are paginated (25 records per page).
Integration with other modules
The CRM links into the rest of Ascent. From a client's detail page you can move between tabs for Overview, Contacts, Locations, Tickets, Assets, Invoices, Quotes, Projects, Checklists, and Portal. The Overview tab also surfaces the client's health score.
- Tickets — view and create tickets tied to a client.
- Assets — see assets belonging to a client or location.
- Billing — review the client's invoices and quotes from the Invoices and Quotes tabs.
- Analytics — the client health score appears on the client detail page and in the Client Health analytics view.
Best Practices
- Use client types — keep Leads and Prospects distinct from active Customers so your lists and pipeline stay meaningful.
- Tag contacts by role — set Primary, Billing, Technical, and Emergency contacts so the right person is reached for the right task.
- Mark a primary location — set each client's main site as the Primary location so it's clear which address is the default for that client.
- Keep the pipeline current — drag opportunities to the stage that reflects reality so weighted-pipeline and win-rate figures stay accurate.