CRM

CRM (Customer Relationship Management) in GTG CRM helps businesses store, manage, and track all customer information from various channels, consolidating it into a single platform.

Why is CRM Needed?

The Current Business Landscape

In business, customer data is often scattered:

• Facebook: Customers message via Messenger
• Zalo: Customers chat via Zalo OA
• Email: Customers send emails asking for information
• Landing Page: Customers fill out registration forms

Problems with Using Excel

Many businesses use Excel to manage customers, but:

• It takes a lot of time for manual data entry
• It's difficult to track and easy to miss customers
• There's no holistic view
• Data is not synchronized among employees
• It's hard to assign tasks

GTG CRM's CRM Solution

CRM in GTG CRM helps businesses:

• Centralized Management: All customers in 1 dashboard
• Automatic Information Storage: From Facebook, Zalo, Email, Landing Page
• Easy Search: Advanced filters by multiple criteria
• Flexible Assignment: Assign customers to responsible employees
• History Tracking: View all interactions with customers

Customer Data Sources

CRM automatically collects customers from:

1. Social Media

• Facebook Messenger: Customers message via Fanpage

2. Email

• Gmail: Customers send emails to the business inbox

3. Landing Page

• Registration Forms: Customers fill in information on the Landing Page
• Live Chat: Customers leave information via Live Chat

4. Manual Entry

• Create Contact: Add customers directly
• Import CSV: Import data in bulk from a file

Key Features

1. Contact List Management

View and manage all customers in one table: - Name, Email, Phone number - Country, Address - Status (New, In Progress, Converted...) - Customer Source - Assigned Person

2. Customizable Display Columns

Add/remove information columns as needed: - Add custom columns (Product purchased, Notes...) - Hide unnecessary columns - Rearrange column order

3. Advanced Filters

Search for customers by multiple criteria: - Filter by date: Today, This Week, This Month - Filter by status: New, In Progress, Converted - Advanced Filters: Address, Product, Source...

4. Contact Details

View and edit complete customer information: - Personal information - Interaction history (calls, emails, notes) - Tasks and follow-up actions - Assigned Person

5. Employee Assignment

Assign customers to responsible employees: - Select the responsible person for each contact - Transfer responsibility when needed - Track each employee's performance

6. Business Classification

Automatically classify B2B contacts: - Emails with company domains (@fpt.com.vn, @gtgcrm.com...) - Separate into a "Businesses" list

Task Attachments & Links

Attach Files to Tasks

Each Task in CRM can attach files from the Asset Manager and external links.

Why Attachments in Tasks?

Previously, when creating a task "Send quote to customer A," an employee had to: 1. Create a task in CRM 2. Open another tab to find the quote file in Google Drive or on their computer 3. Remember/note the file path elsewhere 4. Find the file again every time they viewed the task

Now, important files and links are attached directly within the task - opening the task shows everything.

Attach Files from Asset Manager

File Information	Description
assetId	File ID in Asset Manager
File Name	Display name of the file
URL	Download link for the file
File Size	File size (bytes)
File Type	contentType (PDF, DOCX, XLSX, JPG...)

Practical Applications: - Attach PDF contracts to the task "Sign contract with customer B" - Attach XLSX quote files to the task "Send Q2 quote" - Attach product images to the task "Confirm design"

Attach External Links

Information	Description
URL	Link to the website/document
Title	Display name for the link

Practical Applications: - Google Sheets link for revenue report → task "Review May" - Google Drive folder link for photos → task "Product photoshoot" - Figma link for design → task "Approve landing page UI" - Competitor product page link → task "Competitor analysis"

Supported File Types

Type	Format
Documents	PDF, DOCX, XLSX, PPTX
Images	JPG, PNG, WEBP
Videos	MP4, MOV
Others	Any file in Asset Manager

Custom Object Schema Consolidation

What is a Custom Object?

Custom Objects allow businesses to create their own data types beyond the default Contacts - for example: Contracts, Projects, Internal Tickets, Warranty Orders, Appointments...

Each workspace can create multiple types of Custom Objects with different custom fields.

Previous Issues

Previously, the system stored each type of Custom Object in a separate table in the database. When a workspace had many types of custom objects:

Situation	Consequence
706+ dynamic tables in the database	Slow searches, complex queries
Each workspace had a different table structure	Difficult to maintain, difficult to upgrade
Frequent schema changes	Risk of errors during migration

Now, GTG CRM has refactored Custom Objects from multiple dynamic tables to 2 fixed tables:

custom_object_records          → Stores all custom object records
custom_object_contact_assoc    → Associates records with Contacts

Key Benefits

Benefit	Description
Time Saving	No manual data entry required, automatic synchronization
Centralized Management	All customers in 1 system
No Missed Leads	All contacts are saved
Easy Search	Advanced filters by multiple criteria
Clear Assignments	Know who is responsible for which customer
More Complete Tasks	Important files and links attached directly within tasks
Faster Custom Objects	More stable searching and creation

CRM is Suitable For

• Sales Team - Manage lead lists, tasks with attached quote files
• Marketing Team - Segment customers by source, tasks with campaign links
• Customer Service - Track interaction history, support tasks with document files
• Managers - Monitor employee performance
• Business Owners - Grasp the overall customer picture

Integration within GTG CRM

CRM connects with other modules:

• Social Hub - Synchronize customers from social networks
• Landing Page - Receive leads from registration forms
• Email Marketing - Send emails to customer lists
• Product Order - Track customer orders
• Asset Manager - Attach files directly to Tasks
• AI Assistant - Ask for customer information, create tasks, summarize history

Conclusion

CRM in GTG CRM helps businesses:

• Automatically collect customers from all channels
• Manage them centrally in one system
• Search and classify easily
• Assign tasks clearly
• Attach important files and links directly within Tasks
• Make Custom Objects faster and more stable