A usable customer reference
Define fields, deduplicate contacts and assign access permissions.
Discover Excellia CRM.
Excellia CRM is our field sales product, with an Android app and a Web interface. It connects customers, visits, orders, stock and collections. Your CRM project may also need scoping, integrations and adoption support, depending on your tools and organisation.
A 30-day Web trial, with no payment card, in your own workspace. Trial interface in French.
The challenges to address
When contacts sit in personal files, commercial follow-up depends on individuals. Opportunities lose momentum between prospecting, quotations and follow-up; customer service lacks the context to respond.
Our response
We propose structuring the customer journey before configuring the CRM: sales stages, responsibilities, useful data and handover rules. The setup must remain practical for daily use, including field teams.
What the engagement can cover
A shared pipeline
Organise stages, activities and follow-ups with named owners.
Useful management views
Review opportunities, pending quotations and the next commercial actions.
A pipeline with clear stage criteria
Example structure for a sales team: each stage identifies the required evidence and next action.
| Stage | Stage criterion | Expected action |
|---|---|---|
| Qualification | Need and contact identified | Confirm scope |
| Proposal | Quotation sent and recorded | Agree follow-up |
| Decision | Acceptance or rejection recorded | Hand over or review the loss |
How the engagement works
Workshops with sales and customer service, sample data migration, pilot configuration, acceptance testing against real workflows and role-based training. Data quality rules and reference-data ownership are documented.
Prepare an initial scope.
A few practical points to make scoping and acceptance clearer.
What you can prepare
- An anonymised sample of contacts and opportunities, including known duplicates.
- Current sales stages and handovers between sales and customer service.
- The roles involved, required permissions and constraints faced by field teams.
What we need to agree together
- Who takes over an account when a salesperson changes territory or leaves the team?
- Which information is essential to decide the next sales action?
Ask users to work through a case: find the correct customer, qualify the opportunity, assign the follow-up and pass the context to customer service. Also check that an unauthorised role cannot see restricted information.