Scattered context
Customers repeat their story when channels and teams do not share the same record.
POCKET CRM · Customer relationship edition
Centralise every relationship.
Give every interaction context.
An edition designed to connect accounts, contacts, requests, activities, commitments and history around a shared customer view.
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Relationship gaps
What weakens trust and management.
Orphan requests
A request has no owner, reliable status or next-action date.
Invisible commitments
Promises remain in messages and are not reconciled with their execution.
Fragile relationship data
Duplicates, rights and consent are handled too late in the journey.
A shared discipline
From identity to next action, without losing context.
Operational benefits
Information designed for decisions and action.
Every interaction enriches a customer history available to authorised teams.
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A customer record that explains the situation
Roles, interactions, open requests, documents and commitments are grouped without hiding their sources.
Explore in the lab
02
Continuity across channels and teams
The record retains origin, topic, assignment, status and next action when an interaction moves between people.
Explore in the lab
03
Commitments followed, not merely noted
Connect commitment, due date, owner, operational dependency, confirmation and outcome.
Explore in the lab
04
Recurring topics to investigate
Group topics, statuses, lead times and friction points from shared definitions without claiming to identify causes automatically.
Explore in the labDecision lab
Test CRM behaviour in the situations that matter.
Rule, decision and merge remain auditableSituation
Duplicate contacts
The same person exists under several addresses and accounts with different histories.
Signals to verifySource and identityAccount relationshipsMerge right
Expected decisionPropose a match, validate the master contact and preserve authorised relationships.
Retained evidenceRule, decision and merge remain auditable
Structured capabilities
Explore the scope without turning the page into a catalogue.
Selected capability
Accounts & contacts
Approved master data and relationships.
- Master account and contact relationships made explicit
- Consent and rights applied to the right contact
- Duplicate merge approved and recorded
System responsibilities
CRM connects the relationship. It does not replace responsible systems.
This edition structures interactions, requests, commitments and recurring topics. It does not automate business decisions or compliance: roles, rights and processes are scoped with responsible teams.
Interactions and commitments
Owns accounts, contacts, relationship requests, activities, commitments and next action.
- Relationship history
- Assignment and status
- Commitment and follow-up
Resolution and execution
Retain technical cases, orders, pricing, inventory, delivery and billing according to their responsibilities.
- Service case
- Order and availability
- Billing and settlement
Source conversations
Email, telephony, portal and e-commerce remain source channels; only authorised events are reconciled.
- Identity and consent
- Chronology
- Rights and retention
Two business editions
One shared foundation, two usage priorities.
Choose according to the work to structure: relationship continuity or field-team activity. Both share accounts, contacts, activities and history.
Composable architecture
One relationship source, explicit responsibilities.
Interfaces are defined event by event: source, owner, frequency, rights, error and recovery. No universal compatibility is assumed.
POCKETCRM
POCKET CRM
Email
ERP
Service systems
Documents
BI
Controlled deployment
Start with the journey that genuinely needs to change.
Scope
Roles, journeys, pain points, objectives
Govern
Master data, rights, consent, rules
Connect
Channels, ERP, events, errors
Configure
Stages, activities, views, approvals
Pilot
Real scope, adoption, corrections
Extend
Validated teams, uses and interfaces
Resources
Go further.
Frequently asked questions
Clear answers before scoping.
01Does this edition replace the customer service team?+
No. It structures information and journeys defined with the teams concerned.
02Can it connect to existing channels?+
Yes, according to the APIs, rights and responsibilities approved for each channel.
03How does it differ from Field Sales?+
Customer Relationship focuses on requests, interactions and service continuity; Field Sales focuses on prospecting, portfolios, opportunities, visits and objectives.
04How are duplicate contacts handled?+
Detection criteria, sources, approval rights and merge rules are defined before consolidation.
05SaaS or on-premise?+
Both deployment modes are available. The choice depends on channels, access, security, mobility, integrations and data policy.
Your next step
Turn relationships into shared decisions and actions.
Let’s discuss your teams, data, channels and the priority journey to structure.