CRM

Leads, a drag-and-drop pipeline of deals, follow-ups, quotes from deals, a full customer timeline, SMS and email campaigns, and your own mailbox synced in.

Getting started

CRM comes with the Business and Professional plans. On other plans your account owner adds it from Settings, then Modules.

1. Open CRM, then CRM settings, and check the Pipeline stages. Rename them, set each stage's Win chance % and add your own, for example "Site visit done". Only an admin can change this page.
2. On the same page, set Automatic follow-ups for quotes and unpaid invoices, and connect an SMS provider if you want to send SMS.
3. Open Messages, then Your mailbox, and connect your work email so emails with customers show in the CRM.
4. Open Leads and add the people who have asked about your products.
5. Open Pipeline and add a deal for each sale you are working on.

To add or change leads, deals and follow-ups your role needs to be able to enter documents.

How to

Add a lead

1. Open CRM, then Leads, and press New lead.
2. Type the Name of the person you spoke to. This is the only field you must fill in.
3. Add Business (leave it blank for an individual), Phone, Email, TIN and City.
4. Pick or type a Source, for example where they heard about you, and an Estimated value in TSh.
5. Choose an Owner if someone should look after the lead.
6. Press Save.

If the phone number is already on another lead, Mifumo warns you. Tick Save anyway only if it really is a different person.

Find and sort your leads

1. Open CRM, then Leads.
2. Use the tabs to see Active, Open, Qualified, Converted, Not a fit or All leads.
3. Search by name, business, phone or email, choose My leads or one person under owner, and pick a source.
4. Press Show. Press Clear to go back to the full list.

To change a lead's status to Qualified or Not a fit, open it, press Edit and choose the Status.

Convert a lead to a customer

1. Open the lead from Leads.
2. In Convert to customer, choose Create a new customer, or pick an existing customer if Mifumo found one that looks the same.
3. For a new customer, check the Customer's TIN.
4. Leave Also open a deal on the pipeline ticked to start a deal at the same time. Check the Deal title, Value and Stage.
5. Press Convert, or Convert and write a quote to go straight to a quote for the new customer.

The customer is now in your books under Sales, then Customers, and you can quote and invoice them. If you have Property management, Convert and start a lease opens a new lease for them.

Add a deal to the pipeline

1. Open CRM, then Pipeline, and press New deal. You can also press + Add a deal at the bottom of a stage.
2. Type a Title, for example "20 laptops for ABC School".
3. Choose the Customer, or a Lead if they are not a customer yet.
4. Choose the Stage, and fill in Value, Currency, Expected close and Owner.
5. Press Save.

Deal values are forecasts. They do not touch your books until you invoice.

Move a deal through the stages

1. Open CRM, then Pipeline.
2. Drag the deal's card to another stage. You can also drag it up or down to change its order.
3. If you drop it on a lost stage, type Why was it lost? and press Mark lost.

On the deal page you can also press a stage name in the Stage panel. The top of the pipeline shows Open deals, Pipeline value and the Weighted forecast (value times each stage's win chance). Won and lost deals show for a set number of days, then drop off the board.

Write a quote from a deal

1. Open the deal. The deal must have a customer; convert the lead first if it does not.
2. In the Quotes panel, press Write a quote.
3. Fill in the quote as usual and send it.

The quote is linked to the deal and listed in its Quotes panel. When the customer accepts the quote, the deal moves to Won. On a won deal, press Invoice the customer to start the invoice. If you have the Project management module, press Start project to open a project from the won deal.

Log a call and set a follow-up

1. Open a lead, a deal or a customer.
2. In Activity and follow-ups, choose the Type and write What happened, or what to do.
3. To make it a follow-up, set Follow up on and choose who it is For.
4. Add Details if needed and press Save.

Open CRM, then Follow-ups, to see your list soonest first. Choose Mine, Everyone's or one person, and the To do, Done or Everything tab. Press the tick to mark a follow-up done, and again to reopen it. Overdue ones are shown in red.

See everything about a customer

1. Open Sales, then Customers, and open the customer.
2. Scroll down to the CRM panels: Deals, Activity and follow-ups, Tags, Messages and Customer timeline.

The Customer timeline lists deals, quotes, invoices, payments and follow-ups, newest first. It also shows Open deals, Deals won and Last contact. Press New deal in the Deals panel to add a deal for this customer.

Send one SMS or email

1. Open a lead, a deal or a customer.
2. In Messages, choose Send by: Email or SMS.
3. Pick a template under Start from a template if you have one, or type the Subject and Message. {name}, {first_name} and {company} are filled in for you.
4. Press Send.

To answer an email, open it in the list and press Reply. The reply goes in the same email thread. SMS needs an SMS provider in CRM settings.

Email or SMS a group

1. Open CRM, then Messages, and press Email a group or SMS a group.
2. Under 1. Who, choose Send to: Customers or Open leads. Narrow it by Customer type, City and tags.
3. Press Count people to check how many will get it.
4. Under 2. Message, give it a Campaign name, pick a template or write the message.
5. Press Send now.

People who asked not to get marketing messages are left out. A campaign can go to up to 500 people. Open a sent campaign to see how many were delivered to the provider and how many failed. Save reusable texts under Templates on the Messages page.

Tag a lead, deal or customer

1. Open the record and find Tags.
2. Type tags separated by commas, for example "School, VIP, Arusha".
3. On a lead or customer, tick Does not want marketing messages if they asked not to be contacted.
4. Press Save tags.

Connect your mailbox

1. Open CRM, then Messages, and press Your mailbox.
2. Choose the Email provider, type your Email address and Password. For Gmail use an app password, not your normal one.
3. Check Name people see and add a Signature if you like.
4. For your own mail server, open Server settings and fill in the IMAP and SMTP servers and ports.
5. Press Connect.

Mifumo checks the mailbox every 5 minutes. Press Check for new emails to check now. Only emails with your customers and leads are copied in; other emails are never copied. Outlook and Microsoft 365 mailboxes can't connect this way yet.

Read the CRM reports

1. Open CRM, then Reports.
2. See the Open pipeline, then pick From and To dates and press Show.
3. Read Deals won, Deals lost, Win rate and Average time to win, then Results by salesperson, Why deals were lost, Lead sources and Follow-ups by person.
4. Press Print for a paper copy.

Settings

Open CRM, then CRM settings. Only an admin can change these.

• Pipeline stages: the name, Order and Win chance % of each stage, and whether it is Shown on the board. Won and lost stages are always shown. Press Save stages.
• New stage: adds a stage with its own win chance. Press Add stage.
• Chase a quote this many days after it is marked sent: adds a follow-up to chase a sent quote. Set 0 to turn it off.
• Remind about an unpaid invoice this many days before it is due: adds a follow-up before an invoice falls due. Set 0 to turn it off.
• SMS provider: Africa's Talking or Beem Africa, with your Username, API key, Secret key (Beem only) and Sender name of up to 11 letters. Messages go through your own account, so the provider bills you directly.

Each person's mailbox is set under Messages, then Your mailbox: provider, address, password, server settings, whether to save a copy in your Sent folder, and your signature.

Questions

Do deal values show in my profit and loss?

No. Deal values are forecasts. Nothing reaches your books until you post an invoice.

Who can read the emails copied from my mailbox?

Everyone with CRM access in the company can read them on customer, lead and deal pages. If you disconnect the mailbox, emails already copied in stay.

Why can't I write a quote from a deal?

The deal is still with a lead. Convert the lead to a customer first, then the Write a quote button appears.

Why is SMS greyed out?

SMS stays off until you connect a provider under CRM settings, then SMS provider.

Help guides

• Getting started: Sign up, set up your company with its TIN and VRN, choose your modules, invite your team and get Mifumo on your phone.
• Team, roles and permissions: Add users, give each one a role per company, build your own roles with the permission grid, work together with mentions, and import or export spreadsheets.
• Approvals: Maker-checker on the documents you choose. People who can't approve submit, an approver posts or sends back with a reason, and nothing reaches the books before approval.
• Sign-in and security: Passwords, passkeys, two-step sign-in with an authenticator app, a text message or email, recovery codes, requiring two-step sign-in for everyone, and staying signed in.
• Group of companies: Run several companies under one login, give people a group role in every company, record intercompany entries once, and read consolidated reports with intercompany balances taken out.
• Accounting: Your books in one place. Invoices, receipts, bills, expenses, banking, journals, VAT returns and financial statements, all posting to one double-entry ledger in TSh.
• Inventory: Stock products, warehouses, adjustments, transfers and stock counts with a barcode scanner, landed cost on imports, purchase and sales orders, the point of sale till, and stock reports.
• HR and payroll: Employees, monthly payroll with PAYE, NSSF, SDL, WCF and HESLB worked out for you, payslips, salary advances, per diem, leave, staff attendance by phone with GPS or QR, a shift roster, and final dues for leavers.
• CRM: Leads, a drag-and-drop pipeline of deals, follow-ups, quotes from deals, a full customer timeline, SMS and email campaigns, and your own mailbox synced in.
• Asset management: Keep a fixed asset register, charge depreciation, track who has each asset, and record disposals with the right journal entries.
• Project management: Projects with their team, tasks, board and timeline, time logged on timesheets, milestone and time invoices, and the margin of every project.
• FTTx projects: Track fibre roll-out purchase orders from your clients, the work you pass to subcontractors, and the money in and out on each PO.
• Transport jobs: Record each cargo trip with its trucks, drivers and deliveries, attach the proof of delivery, see the margin on every delivery, and turn the job into an invoice.
• Construction: Run each building contract with its bill of quantities, interim payment certificates, advances, retention, completion certificates and site costs.
• Manufacturing: Write recipes for what you make, plan production runs, issue materials from stock and put finished goods into stock at what they really cost.
• Pharmacy: Counter dispensing with patient and prescription details, medicines with TMDA numbers, first-expiry-first-out batches, expiry write-offs and the prescription register.
• Motor vehicles: Sell imported vehicles from proforma to invoice, complete and approve the internal Sale Sheet, take instalment payments, and pay sales commissions.
• Property management: Properties and units, tenants, leases and rent billed as invoices, arrears, repairs and statements for owners you manage for.
• Law firm: Matters and case management (stages, parties, tasks, documents), time and costs, billing a matter in one step, the client (trust) account kept matter by matter, a court diary with reminders, the conflict check log and the advocate compliance register.
• Livestock: A register of every animal or batch of birds, with health records, withdrawal periods, breeding and births, milk and eggs, and sales invoiced to the buyer.
• Helpdesk: Customer problems and requests as numbered tickets, each with someone in charge, deadlines to answer and to solve, replies by email and internal notes.
• Mining: Run each mine as a project, record the money it receives, see spending against those funds, and get a profit and loss for every mine and for the company.
• Field Service: Jobs your technicians do at the customer's site, each with a time slot, a checklist, the parts used from stock, the hours worked, the customer's signature on the phone, and an invoice from the job.
• Hospital: Patients, appointments and the queue from triage to the doctor, the lab, the pharmacy and the cashier. Wards with admissions, bed days and deposits, the theatre list and imaging. Bills split between the patient and their insurer, with claims and reports. The Pharmacy module is included.
• Sign: Send a contract, lease or offer letter to be signed by link, on a phone or computer, and keep the signed copy with a record of who signed, when and from where.
• Event ticketing: Set up an event with its ticket types, publish it after paying a one-off fee, and sell tickets from your own sale page. Buyers pay you by Lipa Namba or online, and get QR tickets by SMS and email. Ticket money goes straight to you, never to Mifumo.