Design your entire business flow on one CRM
Capture, qualify, close, deliver, bill, support and grow — every stage on one customer record. Answer eleven questions and get the operating blueprint your business would actually run on.
Operating blueprint
Revenue recovery
| Stage | Win | Days | Exit criteria |
|---|---|---|---|
| Detected | 60 | 1 | Failure confirmed against the billing system |
| Customer contacted | 70 | 2 | You have reached a human |
| Cause identified | 80 | 2 | Card, funds, bank block or dispute |
| Retry requested | 90 | 3 | Customer has agreed a retry or a new method |
| Recovered | 100 | — | Payment cleared |
| Unrecoverable | 0 | — | Reason recorded and the account suspended |
How a telecom, voip and connectivity business runs on KudosCRM
Most customers sign up without talking to anyone, and a minority raise a hand for a conversation. Numbers are a regulated national resource, not a SKU, and provisioning is a multi-week third-party workflow with its own clock. At 23 people across United States, India, this blueprint builds 5 pipelines, 13 custom fields and 5 automations. Governance starts to matter: who can see what, why a deal moved, and whether the numbers agree.
5
Pipelines
13
Custom fields
5
Automations
Professional
Plan needed
Where the work arrives
Every channel you named, mapped to the surface that catches it — and how fast someone has to answer.
Self-serve signup
Push signup, first-call and plan-ceiling events to an inbound source. The plan ceiling is your hand-raise.
API & WebhooksPricing enquiry form
15 minAsk which country the numbers are for. It decides the compliance path before a rep is involved.
FormsBooking link
Let a qualified hand-raise book straight into a rep's calendar rather than waiting for a reply email.
Meetings & BookingThe boards you need
Pipeline count is the real difference between businesses, not stage names. Each of these is its own board because it cannot honestly live inside another.
Revenue recovery
Failed payments are a queue, not an accident. Without a board they are worked from a spreadsheet and forgotten.
| Stage | Win % | Max days | Exit criteria | Required field |
|---|---|---|---|---|
| Detected | 60 | 1 | Failure confirmed against the billing system | — |
| Customer contacted | 70 | 2 | You have reached a human | cf:invoice_number |
| Cause identified | 80 | 2 | Card, funds, bank block or dispute | — |
| Retry requested | 90 | 3 | Customer has agreed a retry or a new method | — |
| Recovered | 100 | — | Payment cleared | — |
| Unrecoverable | 0 | — | Reason recorded and the account suspended | — |
Close reasons: No response · Refused to pay · Disputed the charge · Business closed · Fraudulent signup
Self-serve conversion
No rep touches this. It exists so you can see where signups die, and so a hand-raise has somewhere to land.
| Stage | Win % | Max days | Exit criteria | Required field |
|---|---|---|---|---|
| Signed up | 5 | 2 | Account created and email confirmed | — |
| Activated | 15 | 7 | The one action that predicts retention has happened at least once | — |
| Habit | 30 | 14 | Used in three separate sessions across two weeks | — |
| Hand raised | 55 | 3 | Hit a plan ceiling, asked about pricing, or invited a teammate | — |
| Live and billing | 100 | — | First payment cleared | — |
| Churned before paying | 0 | — | Trial ended with no card and no reply | — |
Close reasons: Never activated · Missing capability · Price · Chose a competitor · No longer needed
Sales-assisted
A different motion with different stages. Mixing it into the self-serve board makes both conversion rates meaningless.
| Stage | Win % | Max days | Exit criteria | Required field |
|---|---|---|---|---|
| Hand raised | 10 | 1 | Contact reachable and use case captured | — |
| Qualified | 25 | 3 | Seat count, timeline and the person who signs are known | cf:team_size |
| Demo booked | 35 | 7 | Meeting on the calendar with that person | — |
| Demo done | 50 | 3 | Objections written down, not remembered | — |
| Proposal sent | 70 | 5 | Quote issued from the price book | value |
| Live and billing | 100 | — | Payment cleared | — |
| Lost | 0 | — | Reason recorded from the picklist | — |
Close reasons: Price · Competitor · No budget · No decision · Timing · Lost to status quo · Unresponsive
Renewal and expansion
Opened by a dateOpened by a date, not a person. Without its own board the renewal is remembered a fortnight late.
| Stage | Win % | Max days | Exit criteria | Required field |
|---|---|---|---|---|
| Renewal due (T-120) | 60 | 30 | Owner assigned and usage reviewed | — |
| Health checked | 70 | 21 | Usage trend and open tickets reviewed together | — |
| Conversation had | 80 | 14 | The customer has said out loud whether they are staying | — |
| Renewed | 100 | — | Next term agreed | — |
| Churned | 0 | — | Reason recorded | — |
Close reasons: Budget cut · Missing capability · Poor adoption · Support experience · Moved to a competitor · Company closed or acquired
Porting and provisioning
A multi-week third-party workflow with its own clock and its own rejection reasons. Parked inside the sales board it makes every sales metric wrong.
| Stage | Win % | Max days | Exit criteria | Required field |
|---|---|---|---|---|
| Requested | 100 | 2 | Customer has supplied the current bill and authorisation | — |
| Documents verified | 100 | 3 | Names, address and account number match the losing carrier exactly | cf:kyc_status |
| Submitted to carrier | 100 | 15 | Port order accepted by the losing carrier | — |
| Scheduled | 100 | 10 | Cutover date confirmed with the customer | — |
| Live | 100 | — | Numbers answering on your network | — |
| Rejected | 0 | — | Rejection reason recorded so the resubmission is not a guess | — |
Close reasons: Name or address mismatch · Wrong account PIN · Unauthorised signer · Missing customer service record · Customer withdrew · Numbers not portable
The fields that earn their place
If you cannot say why a field exists, do not create it. An unused field is worse than a missing one.
| Entity | Field key | Type | Why it exists |
|---|---|---|---|
| deal | team_size | number | Drives both qualification and the plan they will land on. |
| deal | plan_tier | select | The tier under discussion, so forecast and expansion reporting agree. |
| deal | activation_done | boolean | Separates a real trial from a tourist. |
| deal | renewal_date | date | The field the renewal board is opened from. |
| deal | number_country | select | Decides which identity documents you need before anything can be provisioned. |
| deal | kyc_status | select | Provisioning cannot start until this is clear, so it belongs on the board. |
| deal | seats | number | The plan ceiling that triggers a sales conversation. |
| deal | monthly_recurring | currency | Base service only. Usage, rental and pass-through charges are separate lines and are not commissionable. |
| deal | port_reference | text | The carrier reference for a number port, so support can answer without asking engineering. |
| deal | gstin | text | Needed on every B2B invoice, and it is the field finance will ask you for first. |
| deal | tds_withheld | currency | Customers deduct tax at source, so the amount you invoice is not the amount that arrives. |
| deal | tds_certificate | select | Whether the Form 16A certificate has been received. Without this, reconciliation never closes. |
| contact | role_in_deal | select | Champion, economic buyer, blocker. Three words that explain most losses. |
What runs without you
Two separate engines run these, and every rule names its own. Nothing here uses a trigger that would save quietly and never fire.
| # | When this happens | Do this | Engine |
|---|---|---|---|
A1 | A signup event arrives with a work email domain | Create the lead, score it, and assign an owner | Workflow |
A2 | A meeting is booked from the pricing page | Create the prep task and move the deal to Demo booked | Workflow |
A3 | A deal is marked won | Create the onboarding project and its first tasks | Workflow |
I1 | A ticket mentions billing or a failed payment | Raise the priority, tag it and route it to the finance-trained pool | Support |
I2 | First response time elapses with no reply | Escalate the priority and post an internal note | Support |
Answering people
Targets are measured against your business hours, so set those before you set these.
| Priority | First response | Resolution | Because |
|---|---|---|---|
| Urgent | 15 minutes | 4 hours | Service is down for a paying customer |
| High | 1 hour | 8 hours | Degraded service or a billing dispute |
| Normal | 4 hours | 24 hours | Configuration and how-to |
| Low | 8 hours | 72 hours | Feature requests |
Ticket types
Call quality · Billing and payments · Number porting · Provisioning and setup · Account and access · Abuse and fraud
Help centre sections
Getting started · Numbers and porting · Billing · Call quality troubleshooting · Integrations · Security and compliance
What to read on Monday
One dashboard per role, and the single thing to actually look at on each.
Pipeline by stage
Sales lead
A stage where deals go in and do not come out.
Win/loss reasons
Founder
The reason that keeps repeating. That is your roadmap.
Activity report
Sales lead
Reps with pipeline but no logged conversations.
Deal cycle and stage dwell
Founder
Where time actually goes, versus where you think it goes.
Rules for your markets
The ones marked as changing the build add fields and steps. The rest change how you word things.
| Market | What changes | Detail |
|---|---|---|
| US | Sales tax is a per-state question | Nexus rules and rates vary by state, and there is no federal sales tax. Keep tax out of the CRM and let your accounting system own it. |
| US | Outbound is regulated by channel | CAN-SPAM governs commercial email (working unsubscribe, physical address, honest headers). Calls and texts fall under separate telemarketing rules with their own consent standard, which is stricter than email's. |
| IN | Invoiced is not the same as receivedchanges the build | Business customers deduct tax at source, commonly between 1% and 10% depending on the service. Without a withholding field and a certificate-chase step, every B2B account looks permanently overdue in your own reports. |
| IN | Statutory e-invoicingchanges the build | GST e-invoicing runs through the Invoice Registration Portal for businesses above the turnover threshold, and the invoice number must be unique within the April-to-March financial year and no longer than sixteen characters. KudosCRM does not clear invoices with the portal, so pair it with your accounting system. |
| IN | Outbound calling and SMS are tightly controlled | Commercial SMS requires a registered DLT header and template, and marketing calls are restricted to designated number series. Plan outreach around email, WhatsApp and inbound. |
| IN | Personal data law | The Digital Personal Data Protection Act sets consent and notice obligations. Keep a record of what each contact agreed to and when. |
What KudosCRM will not do for you
Written from a registry of what actually ships, not from a brochure. Read this before you decide.
Subscriptions, renewals and churn as objects
There is no subscription object. Renewal and dunning run as a second pipeline plus workflows.
Calling and telephony
There is no telephony integration. Calls are logged by hand, one click, after the fact.
Call recordings and numbers on the activity
Duration, direction and outcome are stored on a call activity. Recording URL and the from/to numbers are not.
WhatsApp as a channel
Built on dev, not on production. Plan support around email, chat and phone for now.
There is no stale-deal trigger
Deals going quiet are flagged by a nightly sweep and surfaced as a badge and a board filter, not as a workflow event. Build the habit of opening the stalled filter; do not wait for an automation that cannot exist yet.
Invoicing here tracks money, it does not clear it
Your market has statutory invoicing rules that a CRM invoice does not satisfy. Raise invoices here for visibility and chasing, and let your accounting or e-invoicing provider be the system of record.
Build it in this order
The first pipeline being used daily matters far more than the second pipeline existing.
| When | What | Owner | Effort |
|---|---|---|---|
| Day 1 | Set working hours (Saturday and Sunday weekend) and your base currency. Everything downstream is measured against them. | Admin | 15 min |
| Day 1 | Build "Self-serve conversion" with its stages, win probabilities and stale thresholds. | Sales lead | 45 min |
| Day 1 | Turn on mandatory close reasons and load the picklist. Do it before anyone closes a deal, not after. | Sales lead | 15 min |
| Week 1 | Add the 13 custom fields, then publish them. | Admin | 1 hr |
| Week 1 | Stand up the capture surfaces: self-serve signup, pricing enquiry form, live chat. | Marketing | 2 hrs |
| Week 1 | Import contacts and companies. Leave historic deals out unless you need them for a report you will actually run. | Admin | 2 hrs |
| Weeks 2–4 | Configure ticket types and the SLA targets, and confirm business hours match the support rota rather than the sales one. | Support lead | 90 min |
| Weeks 2–4 | Build the remaining 4 pipeline(s) once the first one is being used daily. | Sales lead | 2 hrs |
| Weeks 2–4 | Create the 5 automations as drafts, test each one, then switch them on individually. | Admin | 3 hrs |
| Weeks 2–4 | Set up the dashboards each role opens on Monday morning. | Ops | 1 hr |
| Day 60 | Review win/loss reasons and stage conversion. This is the first point the data is worth acting on. | Founder | 1 hr |
The plan this needs
Based on what the blueprint actually creates, against the limits enforced when you click save.
Professional
Professional, because of 5 pipelines (Basic allows three), and the quoting, support and reporting modules this blueprint relies on. At 23 people that is the honest answer rather than a nudge.
Send it to whoever runs operations
No sign-up needed for any of this. The link is the most useful one — a blueprint earns its keep when the ops lead and the support manager can both read it.
Bring this blueprint to the call and we will work through it with you. See our other free tools
Most setup guides are a brochure with your industry name pasted on top
This one is composed from what the product genuinely does, and it tells you where the product stops.
Built around how you actually sell
Pipeline count is the real difference between businesses, not stage names. A tour operator needs a collections board, a telecom needs a porting queue, a recruiter needs one board per role — with win probabilities, exit criteria and stale thresholds already filled in.
Automations that will actually fire
Every rule names the engine that runs it, because ticket logic and workflow logic live in two different places. Nothing in your blueprint uses a trigger that would save quietly and never run — that is checked when this page is built, not when you find out.
The honest gaps, in writing
There is a whole section listing what KudosCRM will not do for your setup, with the workaround for each. Every other tool of this kind hands you a brochure. This one is drawn from a registry of what actually ships.
A rollout you can hand to someone
Day one, week one, weeks two to four, day sixty — each step with an owner and a rough effort. Plus the plan tier your configuration genuinely requires, based on the limits enforced when you click save.
Four steps, and you can skip three
Every answer is pre-filled the moment you pick a business type, so the whole flow is completable by pressing Next. There is a skip link on the first screen if you would rather just read the standard blueprint for your industry.
- 1
Describe the business
Your model and industry. This alone sets the shape: how many pipelines, what a win means, what delivery looks like.
- 2
Say how customers buy
Sales motion and the markets you sell into. Country is not a locale setting here — tax, consent rules and the working week change what gets built.
- 3
Add your team
Headcount by function, what you run on today, and the three things that hurt most. Team size decides what to leave switched off.
- 4
Read, print or forward it
The full blueprint renders immediately, no email required. Copy the link, print to PDF, or download the machine-readable version.
Why a blueprint beats a template
A blank CRM is the hardest place to start, and a template gallery does not really solve it: you get a pipeline and are left to work out whether it fits how you sell. The questions that actually matter are structural. How many boards do you need? What has to be true before a deal moves? Which of your rules belongs in a workflow and which belongs in the support engine? What should you deliberately not switch on in your first month?
Those answers change with your business model far more than with your industry. A subscription business and a project business can sit in the same vertical and need completely different boards. So this tool composes from four layers — model, industry, markets and team size — and the size layer subtracts as much as it adds, because the fastest way to kill a CRM rollout is to switch everything on at once.
It also tells you where the platform stops. Every blueprint ends with a section naming the gaps for your specific setup, drawn from the same registry the rest of the document is built from. We would rather you read that here than discover it in week two.
When you are ready, the CRM ROI calculator handles the financial case, the features directory covers each capability in depth, and industry pages go deeper on how teams like yours work.
FAQ
Frequently Asked Questions
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