CRM: contacts, companies, leads and tasks

The CRM is the heart of SmartDuke. Every customer is a contact with one page that shows everything about them: their details, leads, messages, invoices, memberships, bookings, notes, tasks and a timeline of everything that happened.

In the menu you'll usually find Contacts, Companies, Leads and Tasks (your business may have renamed them, for example to “People” or “Enquiries”).

Contacts

Add a contact

1. Open Contacts and click New contact.
2. Under The person, enter the First name and a way to reach them (Email or Phone). Use the country code for phone numbers, for example +91 98765 43210, so WhatsApp works.
3. Optionally add their Job title, Source (how they heard about you) and Company.
4. Fill in any extra fields your business added under More, and pick Tags.
5. Click Create contact.

Find contacts

• The tabs at the top group people: Everyone, plus groups such as Members, Ending this week, Leads, Not coming and Needs attention (depending on your apps), and Mine for contacts you own.
• Search by name, phone or email, and filter by Company, tag or owner.
• When people need attention (memberships ending, members not coming in), a note at the top says so with a Show them link.

Work with several contacts at once

Tick contacts in the list to Add tag…, Remove tag…, Assign owner… or delete them, up to 200 at a time.

A contact's page

The top shows their status, tags and quick buttons: Message, Call, Book and, if you sell memberships, Sell a plan or Renew plan. Duke suggests a next step that fits, such as Draft a renewal message for someone whose membership is ending.

The tabs (you see the ones your apps and role include):

Delete or erase a contact

At the bottom of Details: Delete removes the contact (only if they have no leads). Erase data blanks a person's personal data everywhere when they ask you to. See Data export and erasing a person.

Tags

Tags group records so you can find and filter them, such as “VIP” or “Corporate”. Click tags to add or remove them on a contact's form. If your role can manage tags, type a New tag and click Add tag to create one on the spot.

Companies

Companies are the organisations you work with. Open Companies and click New company: only the Name is needed; add the website, email, phone and industry when you have them. A company's page lists its contacts, tasks, notes and timeline. Deleting a company keeps its contacts.

Leads and pipelines

A lead is a possible sale: someone who asked about a membership, a property or a project. Leads move through the stages of a pipeline until they're won or lost.

Add a lead

1. Open Leads and click New lead.
2. Under Who, choose New contact and enter their name, phone and email, or Existing contact and search for them.
3. Under What they want, enter a Title (for example “Annual membership”), the Stage, the Value and, if you like, a Next action date for the follow-up.
4. Click Create lead.

Move a lead along

Drag a card to another column on the board, or use Move to… on the card. Moving a lead to a lost stage asks for the reason (price, timing, competitor…). On the lead's page you can also choose the Stage or click Mark as won or Mark as lost.

Each card shows its value, its next step (late follow-ups stand out) and how old it is. When leads have no next step or a late follow-up, Duke points them out with a Show them link.

The Chance to win comes from the stage (for example Proposal is 60%), so your pipeline total is realistic.

Set up your pipelines and stages

1. Go to Settings and choose Pipelines.
2. Rename, reorder or add stages. Each stage is Open, Won or Lost and can have a Win probability (%).
3. To add another pipeline (for example “Renewals”), use New pipeline and click Create pipeline. It starts with the standard stages.

Every pipeline needs at least one open, one won and one lost stage. Move a stage's leads before deleting it. Your plan may limit how many pipelines you have.

Tasks, calls and notes

Schedule a task or log a call

1. On a contact, company or lead, find the Tasks card and click Add a task.
2. Choose the Kind: Call, Meeting, Email or Task, and write what it's about.
3. Set when it's Due and, if you manage the team's tasks, who it's for.
4. Click Schedule.

To record something that already happened, tick Already done and click Log activity.

Your task list

Tasks shows open tasks grouped into Overdue, Today, Upcoming and No date. Switch between Mine and Everyone. Tick a task to mark it done. You'll get a notification when a task of yours is due within the hour or overdue.

Notes

Use the Notes card to write a note and click Add note. You can edit and delete your own notes; managers can edit anyone's.

The timeline

Everything that happened lists each event on a contact, company or lead in plain words: “Moved from Contacted to Qualified”, “Email sent”, “Membership renewed”, “Booked: HIIT”, “WhatsApp received”. Things Duke did are highlighted. Only people who can see the record see its timeline.

Custom fields

Need to keep something else, like a birthday or budget? Add custom fields to contacts, companies and leads.