I could really use some help sifting through some of the challenges I've been having with customizing or at least understanding how to create a good foundation for our SugarCRM system.
My challenge is minimizing the number of steps my reps need to make in order to make this effective.
I'm confused between how to go about using; Leads, Contacts, Opportunities and Accounts.
We provide marketing services to the insurance, mortgage and real estate industries. My reps will do their own prospecting online, and what I did was dumb down the required information to fill out a "lead" so that they can quickly enter the basic information for any calls they make. From there if the cold call becomes a discussion, I'm thinking about having them move them to contacts, and if it becomes an opportunity where we have a set time to sell them, I want them to convert it to an opportunity.
The problem I have is how "account" plays into all of this. Our tech team, and customer service teams use Kayako for customer service management software and so once a lead becomes a client, all I need in SugarCRM is a field that show's this person is now a customer. Maybe I'm doing it all wrong?! I'm stupendously lost in making this effective because any manager knows that once you have thousands of names in a database that wasn't set up properly, it can become a royal disaster sifting through it and straightening it out after the fact.
Any and all help is much appreciated.