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Company Management

Companies represent the businesses you sell to and serve. A company record ties together contacts, deals, activity, and — when they become a client — their PSA service records.

Company Record​

Each company includes:

FieldDescription
NameCompany name
Display NameAlternative display name (if different from legal name)
DomainWebsite domain — used for auto-matching incoming emails
IndustryIndustry classification
Industry VerticalVertical pack assignment (e.g., Legal, Healthcare)
Employee CountCompany size
Annual RevenueEstimated revenue
Phone / Email / WebsiteCompany contact information
AddressFull address (street, city, state, postal code, country)
StatusLead, Prospect, Active, Customer, Inactive, Churned, or Suspended
SourceHow the company was acquired
OwnerAssigned sales rep
TagsFreeform labels
Custom FieldsConfigurable fields
Parent CompanyFor subsidiary/parent relationships

Computed Fields​

CRM automatically calculates:

  • Health Score (0–100) — Based on engagement, revenue trend, support satisfaction, contract health, and relationship depth
  • Last Activity — Timestamp of the most recent interaction
  • Total Revenue — Sum of won deal values
  • Open Opportunities — Count of active deals

Company Health Scoring​

Health scores update automatically based on five factors:

FactorWhat It Measures
EngagementEmail opens, meetings, call frequency (0–100)
Revenue TrendIs revenue growing, flat, or declining?
Support SatisfactionTicket resolution times, CSAT scores (via PSA)
Contract HealthDays until renewal, contract value trend
Relationship DepthNumber of contacts engaged, decision-maker access

When risk signals are detected (e.g., declining engagement, upcoming renewal with no recent contact), CRM flags them with severity levels (Low, Medium, High) and generates AI-powered recommendations.

💡Review company health scores weekly in the CRM dashboard to catch at-risk accounts before they churn.

Associating Contacts with Companies​

Contacts are linked to companies via the company_id field:

  • When creating a contact, select their company
  • When creating a company, you can add contacts immediately
  • Contacts can be reassigned to a different company at any time
  • One contact can only belong to one company at a time

All contacts associated with a company appear on the company's detail page under the Contacts tab.

Company Activity Timeline​

The company timeline aggregates activity from all associated contacts:

  • Emails sent and received (via M365 sync)
  • Calls and meetings
  • Deal stage changes
  • Notes added by team members
  • Health score changes

This gives a single view of all interactions with a company, regardless of which contact was involved.

Company-to-Client Promotion​

When a prospect company becomes a paying client, promote them to PSA:

  1. Open the company record
  2. Click Actions > Promote to Client
  3. CRM sends the company data, contacts, and contract details to PSA via the Bus
  4. The company appears in PSA as a new client with contacts already linked
  5. The company status in CRM updates to Customer
ℹ️Promotion is one-way. Once a company is promoted to PSA, ongoing client management happens in PSA. CRM retains the sales history and continues to show activity from both systems.

Company Hierarchy​

For organizations with parent/subsidiary structures:

  1. Open the subsidiary company record
  2. Set the Parent Company field to the parent organization
  3. The parent company's detail page shows all subsidiaries

This is useful for enterprise MSP clients with multiple locations or business units.

Multi-Site Support​

Companies can have multiple physical locations:

  1. Open a company record
  2. Go to the Sites tab
  3. Click Add Site
  4. Enter the site name, address, phone, and mark one as Primary
  5. Associate contacts with specific sites

Sites are visible at CRM > Sites for a cross-company view of all locations.

Next Steps​