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CRM

The One CRM is a client relationship management platform purpose-built for MSPs. It manages your entire sales lifecycle — from first contact to closed deal — with tight integrations to PSA for service delivery and Books for billing.

What CRM Does​

CRM is where your sales team lives. It tracks every prospect, client, and deal across your MSP, with built-in marketing tools to nurture leads and close business.

CapabilityDescription
Contact ManagementTrack contacts with roles, tags, custom fields, lead scoring, and full activity timelines
Company ManagementManage companies with health scoring, subsidiary hierarchies, and multi-site support
Pipeline ManagementKanban and list views of deals across customizable pipeline stages
Deal TrackingOpportunities with weighted values, probability forecasting, and win/loss analysis
Email SequencesAutomated drip campaigns with personalization, condition branching, and analytics
Quotes & ProposalsVersioned quotes with line items, approval workflows, and portal sharing
Marketing CampaignsMulti-channel campaigns with email templates, landing pages, and lead capture forms
E-SignBuilt-in electronic signatures for proposals, contracts, and addendums
GDPR ErasureRight-to-erasure workflow with data export, consent tracking, and erasure certificates
Email ComplianceCASL and CAN-SPAM enforcement with suppression lists, consent tracking, and preference centers
M365 Email SyncBidirectional email sync with Microsoft 365 — emails auto-log to contact timelines
Client PortalsWhite-labeled portals for your clients with feature-level access control
QBR BuilderQuarterly business review sessions with structured sections and action items
Competitive IntelBattle cards with strengths, weaknesses, talk tracks, and win/loss tracking

How CRM Fits in the Stack​

CRM sits at the front of the customer lifecycle. When a prospect becomes a client:

  • CRM → PSA: Company-to-client promotion syncs the account, contacts, and contract details to PSA for service delivery
  • CRM → Books: When a deal closes, billing setup flows to Books for invoicing
  • CRM ← Voice: Call logs from Voice appear on contact and company activity timelines
  • CRM ← Hub: User identity, roles, and permissions come from Hub — deal ownership maps to Hub users
ℹ️CRM is available at your organization's CRM URL. Access it from the waffle menu under Operations.

Prerequisites​

  • A Hub organization with at least one user
  • Microsoft 365 email integration configured (for email sync and sequences)
  • PSA configured (for company-to-client promotion)

Next Steps​