Using CRM Features to Manage Customer Relationships

Trainer: Dave Joyce
Platform: Turbo Inventory (Cloud)
Module: Customer Relationship Management (CRM)

? Purpose

This guide explains how to leverage the CRM capabilities built into Turbo Inventory for managing customer relationships, sales activities, and service workflows—all in one unified system.

Unlike standalone CRM systems, Turbo’s CRM is seamlessly integrated, ensuring live, accurate, and accessible data for your entire team.

? Accessing Customer Information

Navigating to Customer List

1. Go to Customers → List

2. Find and click View next to any customer

This opens the Customer Overview, containing rich details about your customer’s activities, history, and financials.

? Customer Overview – Key Information

Financial Snapshot

• Current Balance

• Overdue Balances

• Customer Cohort Classification

  • Based on profit for the last 365 days (e.g. A, B, C)

• Payment Terms

• Date of Last Sale

• Date of Last Statement Sent

? Tracking Customer Notes

• Use the Notes tab to document:

  • Call details

  • Customer requests

  • Internal follow-ups

Example Workflow:

• Customer calls requesting a callback

• Add a note in the customer profile

• Assign the note to a specific user

• The user receives an email notification with the note details

? This replaces manual sticky notes, spreadsheets, and email trails for excellent customer follow-up!

? CRM Tab – Managing Customer Details

Contacts

• Store unlimited contacts for each customer

• Track names, phone numbers, emails, roles

Delivery Addresses

• Manage multiple delivery locations for each customer

Email & SMS Tracking

• All emails and SMS messages sent via Turbo are logged

• Depending on integrations, see:

  • Sent

  • Delivered

  • Opened

  • Clicked

This visibility ensures your communication is reaching the customer.

? Order Management from the Customer View

Back Orders Tab

• Shows all pending sales orders for the customer

• Allows you to:

  • View order details

  • Print documents including signature records

? Financials Tab

Includes:

• Outstanding invoices

• Credits

• All payments applied

Everything needed for customer account reconciliation is accessible from here.

? PLOF – Price List of Favourites

PLOF (Price List of Favourites) tracks:

• Every product a customer has purchased

• Last price paid

• Standard price comparison

• Favourite products tagged for quick sales

Perfect for:

• Quick reorders

• Cross-selling conversations

?️ Customer Classification & Tagging

Account Manager

• Assign a sales rep as the account manager

Customer Classes

• Create unlimited classes:

  • E.g. Trade, Lead, SMB, Country groups

Tags

• Add multiple tags for flexible categorization:

  • E.g. Large Business, VIP, New Customer

Tags help in targeted reporting and marketing efforts.

? Analytics & Customer Reports

Navigate to Analytics → Customers for advanced CRM insights.

Key Analytics Features:

• Customer Focus

  • Average repeat frequency

  • Average order value

  • Top 5 customers by returns

Helps identify customers needing attention due to high returns or low activity.

Possible Lost Customers

• Turbo tracks purchase frequency.

• If a customer misses their typical buying cycle, they appear as a possible lost customer.

• Sales teams can proactively reach out to re-engage them.

Other CRM Reports:

• New Customers

• New Customer Transactions

• Lost Customers

• Customer Payment Days

• Aging Analysis

  • Can be filtered by tags (e.g. SMBs, Leads)

These reports provide actionable insights for sales and credit control teams.

? Using CRM Info Directly in Documents

CRM data is available in real-time across all document workflows:

Example – Sales Order Screen

• Create a new sales order

• Select the customer

• Click Details to view:

  • Customer Overview

  • Financials

  • Back orders

  • Favourite products

⚡ Rapid Sales Entry from CRM Data

Favourite Products Shortcut:

• Click PLOF → Favourite Products

• Instantly add favourite products to sales documents

Repeat Previous Orders

• Repeat last week’s order for the customer in a few clicks.

No more searching through old paperwork or separate systems.

✅ Benefits of Turbo’s Integrated CRM

• Centralized, live customer data

• No double-entry between separate CRM and inventory systems

• Faster customer service

• Sales team empowered with immediate insights

• All communication and transactions in one place

Turbo’s CRM eliminates the chaos of juggling multiple systems—everything you need is right inside Turbo Inventory.

? Pro Tip

Don’t keep your customers waiting. With Turbo’s CRM:

“You’ll never have to say: ‘Let me check and get back to you.’”