Use case · CRM

Keep customer context with the next step.

A useful CRM handoff tells the next person what the customer asked, which work was approved, what was observed and who acts next. This is an illustrative OfficeSpace workflow in development. Your CRM connection and record permissions are confirmed at the demo.

A record your team can use

A customer’s request can pass between sales, support and the person preparing a quote. Keep source facts and decisions with that request so nobody has to infer the current status from a draft or a short note saying done. Retain only the information the team is authorized to use for that work.

What an interaction record should contain

The right customer or account, with links to the request and source facts
The exact draft or proposed change, including its version
The approver, approved scope and decision time
The observed action status, with evidence rather than an assumed send
Any reply, unresolved question, next owner and follow-up date

Example: handing off a wholesale quote

In a hypothetical ecommerce shop, a wholesale buyer asks for pricing on several cases of mugs. The agent prepares a quote from the supplied price sheet. Sales checks quantities and inventory, then records the approved version and any open delivery question for the person handling follow-up. The record should say draft approved until there is evidence of a sending action. This example assumes no live CRM update or customer reply.

For the sending decision, see sales outreach with human approval.

Check the handoff before moving on

Confirm the right customer or account and the current source information.
Keep the approved version separate from an older or unfinished draft.
Distinguish prepared, approved, attempted and observed action states.
Assign the next owner, unresolved question and follow-up date.
Confirm CRM read and write permissions before planning a connection.

When checking a completed action, use the agent-work review checklist.

Questions about CRM handoffs

How does this fit my CRM?

This page describes an OfficeSpace workflow example in development. Bring your CRM and workflow requirements to the demo so we can discuss current fit and connection scope.

Does a CRM note saying done prove a message was sent?

No. A note records a statement. Check the relevant tool’s activity or status and retain what it shows. An accepted action, a delivered message and a customer reply are different observations.

What belongs in the record?

Keep the customer identity, source facts, draft version, approval and observed result together. Name the next owner and follow-up date so the handoff explains what still needs attention.

Contact us for a free demo

Explore OfficeSpace with one workflow from your business. We will discuss the context, tools and approvals it needs.

77systems

Support for connection questions: hello@77systems.ai. Demo: hello@77systems.ai.