Using the CRM Tool

The CRM tool is a paid upgrade to OpsDriver accounts. To add this to your account, please contact support. 

All contact tools in TBN without the CRM upgrade are designed to be transactional in nature. Quotes, Bookings and INvoices drive those contacts. The CRM tool was designed to extend the fucntionality of TBN to allow for prospecting and contacts outside of those transactions. The CRM tool in TBN gives you the ability to manage customer relationships and prospecting directly from the Contact record. The best CRM tools are easy to use, intuitive, and feel native to your existing workflows. This extension is designed to fit nicely in how you already use TBN and builds a new level of customer relationship management that makes sales and prospecting even easier. 

• Sending an email to a contact
• Assigning to-do items at the contact level
• Logging activity against a contact

Before You Start: Set Up Your Email Templates

Before you can send a CRM email from a contact, the template you want to use needs to be configured correctly. These emails are those that you will use to prospect, follow up, and create new business. 

1. Go to Company Setup → Email Setup → Email Templates.
2. Either click Create New Email Template or open an existing template you want to reuse.
3. Associate an Event Type with the template. This is required — the CRM Email checkbox cannot be enabled until an Event Type has been added.
4. Check the CRM Email box and save.

Only templates flagged as CRM emails will appear as options when you send from a contact record.

Tip: If the CRM Email checkbox is greyed out, confirm an Event Type has been added to the template. That's the most common cause.

Sending an Email to a Contact

Once your template is configured:

1. Open the Contacts module.
2. Select the contact you want to email.
3. Click Send Email.
4. Choose your template from the dropdown — only templates marked as CRM emails will appear here.
5. Review the content and send.

The email goes out to the contact directly from the record, and the send is captured against that customer.

Assigning a To-Do Item at the Contact Level

To-do items can now be assigned directly from a contact record. Previously, to-do items were only available at the quote or booking level — this release brings the same functionality to the customer level so you can plan follow-ups even when no quote or booking is in play yet.

To assign a to-do:

1. From the contact record, click Add Action Item.
2. Choose an Action Type (for example, Call or Book).
3. Select the team member in Assigned To.
4. Fill in Assigned By, Accomplished By, and the due Date.
5. Save.

Assigned to-dos appear in the To-Do List report under the Sales menu, where the assignee can review and complete them as part of their day.

Logging Activity

The Activity Log lives on the contact record and gives your team a running history of every interaction with that customer.

To add an activity:

1. Open the contact and locate the Activity Log section.
2. Click Add Activity.
3. Choose an activity type — Email, Call, or Other.
4. Add any notes or comments relevant to the interaction.
5. Save the entry.

The log stays attached to the contact, so anyone on your team picking up the conversation later has full context on what's already been said and done.

Questions?

If you have additional questions about the CRM tool or run into any issues, please reach out to your TBN representative.