First of all , sorry for my bad english . I would like to implement suitecrm to our business workflow .
We are a webbase company and we have different types of clients :
Senior people
Family helping the senior people
Companies providing services for the senior people
The goal is to match senior with the companies proving the services
We receive leads from our website ( contact of senior + contact of family helping ) . We have a database of companies providing different types of services .
Our sales representative have to call the family to build with them the helping plan which can be a mix of different services . When agreed , we have to send emails to companies able to manage the agreed services .
My main concern is how to rearrange the account , contacts parts to fit with our needs . Do we have to add custom modules ?
Its hard to say from your description and I am no business analyst .But I would just set it up the way you think and then run through your business processes in a testing fashion and try to tweak and tune as you go along. Another option would be to hire a business analyst to go through your processes and come up with a specification for the CRM then set up /customise accordingly.
This situation you describe is quite common. One where the initial LEAD may not become an account at all. They are simply getting information for another person who will become the account. Most CRM software does not deal well with this common business process. We too have that in the construction business. We start dealing with an architect or general contractor as the lead but then end up setting up the homeowner or business as the account.
I would suggest that during the initial contact you attempt to determine WHO is going to become the account and set that person up as the lead no matter who you are dealing with. The other person is simply a contact for the account.
Also most CRM software equates an ACCOUNT = BUSINESS and a CONTACT = PERSON. That is not always the case especially in businesses with B2B and B2C customers. When a business has both types of customers I usually suggest that even individuals be set up as an ACCOUNT (using last name and some other identifier as the account name to avoid duplication).
One thing is certain, the CRM software is flexible enough to accommodate your needs but you may need a business analyst to map out your process and determine what software works best and what modifications will be needed to make it work for you.
This situation you describe is quite common. One where the initial LEAD may not become an account at all. They are simply getting information for another person who will become the account. Most CRM software does not deal well with this common business process. We too have that in the construction business. We start dealing with an architect or general contractor as the lead but then end up setting up the homeowner or business as the account.
I would suggest that during the initial contact you attempt to determine WHO is going to become the account and set that person up as the lead no matter who you are dealing with. The other person is simply a contact for the account.
Also most CRM software equates an ACCOUNT = BUSINESS and a CONTACT = PERSON. That is not always the case especially in businesses with B2B and B2C customers. When a business has both type of customers I usually suggest that even individuals be set up as an ACCOUNT (using last name and some other identifier as the account name to avoid duplication).
One thing is certain, the CRM is flexible enough to accommodate your needs but you may need a business analyst to map out your process and determine what software works best and what modifications will be needed to make it work for you.