Customer Relationship Management (CRM)

CRM systems to help businesses manage customer interactions, streamline internal operations.

Once Sync delivers a full-stack CRM that unifies marketing, sales, and customer service into one secure, easy-to-use workspace. Teams get a 360° view of every account—from first touch to repeat business—so you can shorten sales cycles, scale personalisation, and improve retention.

WHO IT’S FOR

Designed for SMEs and mid-market organisations in sectors like education, healthcare, financial services, retail, and professional services that need reliable pipeline visibility, smart automation, and auditable customer data handling.

KEY CAPABILITIES

• Lead & Pipeline Management: Capture leads from web forms, WhatsApp, email, and imports; score and route them automatically; visual Kanban pipelines with stages, SLAs, and lost-reason tracking.
• 360° Customer Profile: One timeline for emails, calls, WhatsApp chats, meetings, tasks, quotes, invoices, and support tickets—no more switching tools.
• Omnichannel Inbox: Unified conversations from email, WhatsApp Business API, SMS, and web chat; canned responses, internal notes, and assignment rules keep teams fast and consistent.
• Process Automation: No-code workflows for lead assignment, follow-ups, reminders, deal stage changes, post-sale onboarding, and churn prevention; time-based and event-based triggers.
• Quotes, Invoicing & Collections: Create quotes from products/prices, convert to invoices, and track collections; optional M-Pesa STK push and payouts integration to speed up payments.
• Tasks, Calendars & Meetings: Assign tasks, set due dates and reminders, sync to Google/Outlook; book meetings with shareable links and automatic follow-ups.
• Dashboards & Reports: Real-time KPIs for leads, win rates, pipeline value/velocity, agent productivity, customer lifetime value, NPS/CSAT, and revenue attribution; export to CSV/PDF.
• Knowledge Base & Helpdesk (Optional): Self-service articles, ticketing with prioritisation, categories, SLAs, and escalations.
• Mobile-Ready: Responsive web app and mobile-friendly screens for on-the-go updates by field reps and service teams.

INTEGRATIONS

• Communications: Gmail/Google Workspace, Microsoft 365/Outlook, WhatsApp Business API, SMS gateways.
• Finance & Accounting: QuickBooks Online, Xero; custom integrations via REST APIs.
• Payments: M-Pesa (STK push, C2B/B2C), bank rails (where supported).
• Marketing: Mailchimp and webhooks for other tools; UTM capture and basic campaign tracking.
• Data & BI: Secure CSV exports and REST API access for data warehousing/BI tools.

SECURITY & COMPLIANCE

Role-based access control (RBAC), field-level permissions, audit logs, enforced password policies, and encryption in transit/at rest. Built with privacy by design and aligned to Kenya’s Data Protection Act, 2019—covering purpose limitation, data minimisation, retention, and subject rights handling.

IMPLEMENTATION APPROACH

1. Discovery & Blueprint: Map your funnels, data model, user roles, and reporting needs; confirm integrations and SLAs.
2. Configuration: Pipelines, custom fields, roles/permissions, automation, email/WhatsApp/SMS channels, and dashboards.
3. Data Migration: Cleanse, deduplicate, and import legacy leads/contacts/deals with quality checks.
4. Integrations: Connect accounting, payments, and calendars; set up web forms and website capture.
5. UAT & Training: Hands-on sessions for sales, support, and management; refine dashboards and workflows.
6. Go-Live & Hypercare: Stabilisation, performance tuning, and adoption coaching.

WHAT YOU GET

• Configured CRM tenant with your pipelines, products, and teams.
• Branded email templates, WhatsApp/SMS message flows, and automated follow-ups.
• Executive dashboards for pipeline health, funnel conversion, and revenue forecasts.
• Admin and end-user training, process documentation, and playbooks.
• Optional helpdesk/knowledge base and customer portal.

SUCCESS METRICS WE FOCUS ON

• Lead-to-Opportunity Conversion Rate and Win Rate
• Average Sales Cycle Length and Pipeline Velocity
• First Response Time and Resolution Time (support)
• Repeat Purchase Rate and Customer Lifetime Value
• Revenue Forecast Accuracy and Collections Cycle Time

SUPPORT & SLA

Once Sync provides tiered SLA options with email/portal support, optional phone/WhatsApp support windows, uptime targets, incident response, and quarterly business reviews with roadmap alignment.

PRICING MODEL

Modular, per-user or tier-based licensing with implementation as a one-off project fee. Optional add-ons for WhatsApp Business API, SMS volumes, payment rails, premium analytics, and helpdesk modules—so you only pay for what you use.

WHY ONCE SYNC

We combine robust engineering with practical change-management so teams adopt the CRM quickly and leaders get the numbers they trust. Our local experience across education, healthcare, finance, and retail means you start with best-practice templates, not a blank page.