Back-office teams

Commercial administrator

As Commercial administrator, you run the commercial CRM for the clients your organisation serves: you set up each client's CRM, take leads through to won deals and keep the quotation desk ready. YSEND brings the agenda, pipeline, forecast, questionnaires and quote templates together in Commercial CRM, next to the Client book.

Sign inAll role guides

Start-up guide

  1. Open the sign-in link in your invitation, then enter your work email and the password provided.
  2. If you forget your password, choose “Forgot password”, then “Send recovery instructions”.
  3. The Sign in button opens the app in this page’s language.
  4. After sign-in, Commercial CRM opens. If the Choose a client screen appears, select the client whose leads and deals you want to work on: CRM records always belong to one client.
  5. Once a client is chosen, the CRM opens on Agenda, with your Overdue, Today and Upcoming activities. The CRM menu leads to Leads, Deals, Board, Contacts, Dashboards, Forecast, Settings, Questionnaires, Archives and Quote templates.
  6. Open Settings and check Roster first: owners, delegates, team members and quota targets can only be picked from the people on the client's roster.
  7. Then check Pipelines: the Board shows one pipeline's stages as columns and stays empty until the client has a pipeline.
  8. Use the Client book link in the CRM header to reach the client list and each client's record.

End-to-end workflows

Set up a client's CRM

Starts when: A client starts using the CRM, or its sales organisation changes.

  1. In Commercial CRM, choose the client, then open Settings.
  2. In Roster, use Add to the roster for each person who works this client's CRM.
  3. In Pipelines, use Create pipeline, then Edit stages and Add a stage until the pipeline has at least one open, one won and one lost stage; use Make default for the pipeline the Board should open on.
  4. In Teams, group the sellers; in Tags and Custom fields, add the labels and fields your leads and deals need.
  5. In Win and loss, maintain the loss reasons and competitors that sellers choose when a deal closes.
  6. In Lead scoring and Lead routing, define how new leads are scored and who receives a lead created without an owner.
  7. Open Forecast and, under Quotas, use Set a quota for the whole client, a team or a person, by month or by quarter.

Result: The client's roster, pipeline, teams and quotas are in place; the Board shows the pipeline stages and the Forecast measures quota attainment.

Next: The Account managers and other sellers on the roster work the leads and deals; you return to Settings whenever the sales organisation changes.

Take a lead through to a won deal

Starts when: A prospect enquiry arrives, or a list of leads needs to be worked.

  1. In Leads, click New Lead, enter the name, company and source, then click Create Lead; the lead's Timeline shows Lead created.
  2. Use Assign to give the lead an owner; a lead created without an owner may be assigned by Lead routing.
  3. After the first call, choose Mark as contacted; the Timeline shows Lead contacted.
  4. When the need is confirmed, choose Qualify; if the lead is not a fit, choose Disqualify and give a reason.
  5. Choose Convert into a deal, enter the Amount and Expected close date and confirm; the Timeline shows Converted into a deal and the deal opens.
  6. On the Board, drag the deal card to the next stage, or click the next step in the deal's Stages path; Stage history keeps every move.
  7. Close the deal with Mark as won, or with Mark as lost and a Loss reason; its State becomes Won or Lost and it can no longer be edited or moved.

Result: The deal is closed as Won or Lost, with its full stage history and timeline, and it counts in Dashboards and Forecast.

Next: The Account manager follows the client from the Client book; you keep the next deals moving on the Board.

Collect prospect requirements and maintain quote templates

Starts when: A prospect needs a quote and you must first collect their logistics requirements.

  1. Open Questionnaires, enter the Company name and click Create link; Preview questionnaire shows what the prospect will see.
  2. Use Copy link and send the link to the prospect.
  3. When the prospect has answered, the invitation shows Submitted; tick Untreated only to see answers nobody has opened yet, then click View submission.
  4. In Archives, create a New folder and use Move to… to file the questionnaire and the related quotes; Hide closed items keeps the list short.
  5. In Quote templates, review the Master template and the Tier base quotes; as Commercial administrator you may change them, click Save template, or use Reset to the default.
  6. For a variant, edit a template and choose Save as a new template; it is listed as Custom for the whole team.

Result: The prospect's answers are filed in Archives, and every quote starts from an up-to-date master, tier base or custom template.

Next: The sellers on the roster quote from these templates; the opportunity itself continues in Deals.

Review commercial performance

Starts when: A weekly sales meeting, or the close of a month or quarter.

  1. Open Dashboards and set the Period covered.
  2. Read Lead funnel for how far new leads have progressed, Win rates for won deals out of all closed deals, and Stage velocity for the time deals spend in each stage.
  3. Use Export CSV on a panel to share its figures.
  4. Open Forecast and choose what to Show: Open pipeline, Weighted pipeline, Won or Quota attainment.
  5. Open Deals, filter on the Open state and on an owner, and open the deals that need action.

Result: You know the pipeline, conversion and quota attainment for the period, with the figures exported for the meeting.

Next: Agree the next steps with the sellers and record them as activities in Agenda.

All features

Core Clients

  • Client OverviewHealth score, KPIs, quick actions

OMS

  • Commercial CRMManage leads, deals, appointments and activities for the selected client.

Intelligence

  • AssistantView the current page context, available views and actions, and the assistant connection and memory status.

Work

  • Task ActionsShows work queues and the actions allowed for each task by your role.

What you can open

The areas below describe the access assigned to this role.

  • Clients
  • Commercial CRM
  • Assistant
  • Work queue

Everyday tasks

Log and complete an activity

  1. In Agenda, click Log activity.
  2. Choose the lead or deal it belongs to, enter the subject and due date, then save.
  3. When the call or meeting has taken place, click Done on the activity.

Reschedule or hand over an activity

  1. In Agenda, find the activity under Overdue, Today or Upcoming.
  2. Click Reschedule and choose a new date, or click Hand to a colleague and choose a person from the roster.

Merge a duplicate lead

  1. Open the lead you want to keep and choose Merge a duplicate.
  2. Pick the duplicate from the similar leads listed and check the preview.
  3. Click Merge — this cannot be undone; the duplicate is archived as merged.

Check a client's record

  1. Open the Client book and use Search clients... to find the client.
  2. Open the client and read Overview, Contracts and Contacts & Addresses.
  3. Open Pricing & Rates to review the client's pricing before a commercial discussion.

Present a business review

  1. In the Client book, open the client and go to Activity & costs.
  2. Click Configure presentation, choose the slides for the meeting and click Save deck.
  3. Click Present review during the meeting.

Ask the Assistant

  1. Open Assistant from the navigation.
  2. Type your question and check the answer against the screen before acting on it.

Limits and help

Your workspace covers the Client book and Commercial CRM; it does not include orders, warehouse operations, invoices or support tickets. You cannot create new clients, change contracts or restructure client accounts: ask a Manager or the Partner administrator. For invoices and payments ask Finance; for client tickets ask Support.

contact@ysendgroup.com

Help centre

Common questions

Why does the CRM first ask me to choose a client?

Leads, deals and settings belong to one client. Choose the client on the Choose a client screen; only Questionnaires and Archives are available without a client.

Why can I not pick a colleague as owner or quota target?

Owners, delegates, team members and quota targets come from the client's roster. Add the person in Settings, Roster, with Add to the roster.

Why is the Board empty?

The Board shows the stages of one pipeline. Create a pipeline with its stages in Settings, Pipelines, and make it the default.

Can a won or lost deal be reopened?

No. A closed deal can no longer be edited, moved or closed again; create a new deal for new business with the same client.

Who can change the Master template and the Tier base quotes?

Only a Commercial administrator. Other sellers save their changes with Save as a new template, which creates a Custom template.