Edition: Professional, Business, Enterprise
User-level: Assistant Project Manager, Project Manager, Director, Assistant Administrator, System Administrator
The Synergy CRM Add-on allows you to track opportunity pipeline, log tasks including calls, meetings and emails against opportunities and contacts reveals in-depth account statistics about opportunity win rates, monetary value, and so much more.
Opportunity List
Side Navigation, click Projects > Synergy CRM
All opportunities in the CRM are displayed in a list view, allowing you to easily see and manage all proposal projects you currently have in progress.
Kanban Board
You can view all opportunities in a Kanban board, allowing you to track proposal projects and their likelihood of going ahead.
Side navigation > Projects > Synergy CRM
Select 'Kanban' in the top left hand corner
CRM Kanban totals
Beneath each Kanban status column, you can see the weighted and unweighted value of the opportunities it contains. This helps you track the forecast value at each likelihood percentage and compare it to the target value, which shows how much work is needed in each column to achieve your overall target.
CRM Kanban Target
The target set in the 'Won' column will update targets in other columns to display a weighted target based on the likelihood of winning an opportunity, which is linked to each status. For example, if the 'Won' target is $100,000 as pictured above, the target for a status with a 10% likelihood becomes $1,000,000.
To set a target, click on the target value in the bottom right hand corner of the Kanban, as seen below:
Changing the likelihood of an opportunity
Changing the likelihood of an opportunity in the Synergy CRM is done most easily from the Kanban view.
From the Side Navigation, click Projects > Synergy CRM, then select Kanban view.
Once in the Kanban view, drag and drop the opportunity from one likelihood group to another, as shown below:
Creating an Opportunity
Side navigation > Projects > CRM
Select 'Add Opportunity' in the top right
In the side panel, enter the start and end dates, project manager, value, and status:
Select Save at the bottom of the side panel. The opportunity will appear in the CRM and on the project list.
Opportunity Management
Selecting an opportunity from the List View or Kanban View will direct users to the opportunity's CRM page:
From this page, users are provided with an overview of opportunity details, Account Statistics for the client, as well as an Activity Log and To-Dos.
Opportunity summary information:
Account Name: Contact - Company/Individual for this project.
Primary Contact: Personnel from the above company.
Project Manager: Project Manager from your business.
Account Manager: Within any contact type card (Company, Individual, or Personnel), there's an "Extra" field to add 'Account manager', this allows you to select someone from your business to add as the "Account manager" for this contact. If this is already done, you will have this field populated automatically.
Expected close date: Date the Opportunity is expected to close.
Office location: Chosen during creation, editable afterwards - Primary office that this Project will deal with.
Activity Log: record any calls, meetings, emails or notes associated with this opportunity.
To-dos: Create and assign any actionable tasks assigned to the opportunity, ie. "Call to set meeting".
Account Statistics: Displays information related to the Account(Company/Individual), including the total number of jobs linked to the account record and their total value, win rate, and more:
Note: For a further breakdown of the Account (company/individual), click the Account name or Primary contact from the CRM page to view a full Account summary.
Search opportunities in CRM
Side Navigation > Projects > CRM
Select the Search bar in the top-right corner of the Synergy CRM page. Enter your search term and press the Enter key on your keyboard to search.
You can search for opportunities in the Synergy CRM by Number, Opportunity Name, or Account Name (including company or personnel)
Filtering opportunities in CRM
Side Navigation > Projects > CRM
Select the Search icon in the top-right corner of the page:
Enter the filter criteria and hit search
Select Clear to remove all filters.
Filter options:
Filter options:
Action date before: Shows all opportunities with a to do due before a selected date.
Close date before: Shows all opportunities with an expected close date earlier than the selected date.
Value greater than: Shows all opportunities with a fee value above a specified amount.
Office: Shows all opportunities assigned to a selected office.
Account manager: Shows all opportunities assigned to a specific account manager.
Project manager: Shows all opportunities assigned to a specific project manager.
Discipline: Shows all opportunities associated with a selected discipline.
Calling your primary contact
If users have a virtual phone extension in their browser, they can initiate a call from Synergy by selecting the phone number of the primary contact within an opportunity
Select an opportunity from Synergy CRM
Select + New activity and select Call as the activity type
Select the highlighted phone number of the contact to initiate a call via your browser extension:
Once the call is complete, enter any notes, then Save the activity.
Outlook add-in and emails in CRM
Emails can be filed to projects using the Synergy Outlook add-in. When emails are filed to opportunities, they'll appear in the activity log of an opportunity. Follow the steps below to view and download the email from Synergy.
After filing an email to an opportunity, select the opportunity from the Synergy CRM
In the Activity Log, hover over the filed email:
Select the expanding icon to view the full email:
Select the download icon to save the email as an .eml file:
Add to-dos against opportunities
Side Navigation > Projects > CRM
Select an opportunity
Select + To-do
Enter the to-do name and hit enter.
Click into the to-do to set a due date and assign to a staff member in the side panel
Edit to-dos in opportunities
Side Navigation > Projects > CRM
Select an opportunity
Hover over an existing to-do.
The to-do can be marked as complete by selecting the tick icon that appears
Click into the to do to edit the assigned staff member or due date.
After editing the to-do, select the Arrow icon on the top-left of the sidebar to save.
Adding activity against opportunities
Side Navigation > Projects > CRM
Select an opportunity
Select +New Activity
Enter the activity type from the dropdown, a summary of the activity and ensure the contacts associated are correct.
Note: Activities entered against an opportunity are also logged against the contact associated.
Adding and editing to-dos against the contact CRM
Side Navigation > Contacts
Open the contact profile
Contact menu > CRM
Enter the to-do name and hit enter.
Click into the to-do to set a due date and assign to a staff member in the side panel
Adding activity against contacts in CRM
Side Navigation > Contacts
Open the contact profile
Contact menu > CRM
Select +New Activity
Enter the activity type from the dropdown, a summary of the activity and ensure the contacts associated are correct.
Reporting on CRM
Additional reporting fields are made available when the Synergy CRM add-on is enabled, providing users with the tools they need to create reports on their clients' opportunities, statistics including opportunity win rate and average value, and more.
There are standard CRM reports available for all Synergy CRM users. The reports can be found by searching 'CRM' in the Reports page.
Reports available
Reports available
CRM - Client Statistics
CRM - Most Recent Activity
CRM - Next To-Dos
CRM - Opportunities Lost - Last 30 Days
CRM - Opportunities Grouped by Project Manager
CRM - Opportunities Grouped by Status
Projects
The CRM sub-category is nested within the Projects category. Within the CRM fields, the following fields are available:
Fields Available:
Fields Available:
Scope of Work
Opportunity Details
Expected Close Date
All of the above fields appear in the Opportunity summary page, which can be viewed by selecting an opportunity in the CRM:
Is Opportunity
The Is Opportunity field can be used in reports that contain opportunities as well as active projects. The value of this field is TRUE for opportunities and FALSE for active projects.
Most Recent Activity
The Most Recent Activity sub-category is nested within the Projects category as well as the Contacts category, and allows users to report on details of the most recent activity logged against an opportunity.
Fields Available
Fields Available
Most Recent Activity Date
Most Recent Activity Type (Note, Meeting, Call or Email)
Most Recent Activity Summary
Most Recent Activity Creator
Next to do
The Next To-do sub-category is nested within the Projects category as well as the Contacts category, and allows users to report on details of the next to-do logged against an opportunity.
Fields available
Fields available
Next To-do Date (due date)
Next To-do Name (who is assigned to the to-do)
CRM Statistics
The CRM Statistics sub-category is nested within the Contacts category, and shows information seen in the CRM Details page of a contact record.
Fields available
Fields available
Total Number of Jobs
Total Value
Average Value
Average Payment Days
Win Rate
Win Rate %
Stat Widgets in CRM
Synergy statistic widgets are there to help you keep track of your customer relationships.
Select an opportunity in the CRM.
From the opportunity page, select Account statistics to view the widgets in a sidebar:
Stats Widgets
Stats Widgets
Total Number of Jobs
This widget shows how many jobs you have won with this company. The trendline compares wins with opportunities chased, showing whether your success is rising or falling.The trendline shows the trend summed quarterly for the past 3 years.
Total Value
The total agreed fee of opportunities won, with the status active or complete. The trendline shows the trend summed quarterly for the past 3-years.
Average Value
The average value indicates what the agreed fee will be for new opportunities with this customer. Calculated as the average fee value of projects with the trendline summed quarterly for the past 3-years
Average Payment Days
The average payment days uses invoice and payment history to estimate how many days it takes this customer to pay their invoices. The trendline shows the average number of days taken to pay invoices, calculated from invoice date to payment date, across the past three years.
Win Rate
The win rate widget shows you the likelihood of winning your next opportunity. Calculated based on the win/loss of projects for this client. The trendline shows you the consistency of your win rate percentage per quarter across 3 years.
Editing the security Matrix for CRM
Determine which user levels can access the Synergy CRM add-on
Side Navigation > Organisation name > Organisation settings > Organisation > Security Matrix
Scroll down to Synergy CRM
Tick or untick the boxes in each User Access Level column (pictured below) to edit user permissions:
Note: Some sections in the Security Matrix cannot be changed. Staff with the User role cannot be given access to the Synergy CRM add-on, and this can't be changed within the Security Matrix.