CRM (customer relationship management) is a system for managing customers, contacts, quotes, cases and history. Many companies run their CRM as a Notes application.
CRM stands for customer relationship management. A CRM system keeps track of everything about your customers: contacts, meetings, quotes, orders, cases and history. The goal is that everyone who talks to a customer can see the whole picture in one place.
What does a CRM do?
- Stores companies and contact persons.
- Logs meetings, calls and mail.
- Tracks quotes and sales opportunities.
- Handles cases, complaints and service.
- Gives reports on sales and activity.
CRM in HCL Notes
Many companies have run their CRM in HCL Notes for 20 years or more. A Notes application can hold documents, mail, workflows and access control in one database. It can also be used offline thanks to replication. That is why many companies built their own CRM that fits their way of working exactly.
Today a Notes CRM can be modernised in several ways:
- The Domino REST API connects it to Outlook, Microsoft 365 and ERP.
- HCL Nomad puts it in the browser and on the phone.
- Domino IQ lets AI summarise a customer's history before a meeting.
- GDPR Logger logs who reads and changes personal data.
Build on, buy or move?
Companies with a CRM in Notes usually face three paths: build on their own system, buy a ready made product on Notes, or move to another platform. The right choice depends on how unique your processes are and what it costs over several years. Read our guide CRM in HCL Notes: build on, buy or move.
Why does it matter?
The CRM holds some of the company's most valuable knowledge. It must be safe, easy to use and connected to the rest of the business. Whether you keep it in Notes or move it, the history must be kept. We help with Notes development and with migration.