Understand CRM 2.0 and the Daily Workspace

CRM 2.0 is Yepsta’s enquiry and relationship workspace. It helps the team capture interest, assign responsibility, complete the next action and connect confirmed work to the customer without losing the original enquiry history.

1. 1EnquiryA person asks about your business
2. 2LeadCapture source, interest, owner and next action
3. 3PipelineMove through your configured open stages
4. 4Follow-upRecord contact and complete dated actions
5. 5Won or lostClose only after a verified outcome
6. 6Customer 360Continue the relationship with linked work and history

The relationship stays traceable from first enquiry to confirmed work. Creating a customer profile alone does not mark a lead as won.

Permission required

Owners have full CRM access. Managers and staff need the relevant CRM action permissions plus access to the lead’s location. A user may be able to view a lead without permission to reassign it, change its stage, close it or run reports.

Start the day at CRM Home

Open CRM → Home and choose My work or Team overview. The available location filter respects the signed-in user’s branch access.

Use the workspace in this order:

1. Clear Overdue and Due today follow-ups.
2. Review Awaiting first response, No next action and Unassigned leads.
3. Complete or reschedule actions from the queue and record the real result.
4. Review the pipeline snapshot and recent won or lost outcomes.
5. Use Add lead for a new manual enquiry.

Know which record owns each fact

• The lead owns the enquiry, source, open pipeline stage, owner, expected value and pre-sale activity.
• The customer profile owns the continuing relationship and Customer 360 history.
• The appointment, proposal, estimate, Project and Invoice own their respective operational or commercial facts.
• Won and Lost are final lead outcomes; they are not ordinary pipeline stages.

Important information

Creating or linking a customer profile does not by itself mark the lead as won. Close the lead only after a genuine commercial outcome is confirmed.

Use one owner and one next action

A healthy open lead normally has one accountable owner and one dated next action. Activities explain what happened; follow-ups define what should happen next. Expected value is useful context, but it is not an Invoice, revenue or a financial forecast.

Tip

Use CRM → Leads for deeper filtering and pipeline work. Use CRM Home for the daily action queue.

Related guides

• Capture and organise CRM leads
• Configure pipeline stages
• Work in the Lead Focus Workspace
• Work with activities and follow-ups

Last reviewed: 1 September 2026