Customers (CRM)
Customer management (CRM)
In one line: a full customer workspace that lives beside HR inside Duwam — companies, contacts, deals, and activities — entered by switching systems.
Plan: Available on the Professional, Advanced and Business plans, and requires the "Customer management (CRM)" permission. Admins have it automatically.
Overview
Customer management in Duwam isn't just an extra screen — it's a second workspace that stands beside the HR one. The first runs your internal team (attendance, tasks, payroll); the second runs your customer relationships (companies, contacts, deals). The data stays completely separate, and you move between them in a single click.
The customer workspace brings together seven connected pillars:
- Companies — the organizations you deal with.
- Contacts — the people inside those companies.
- Deals — sales opportunities, organized on a staged pipeline.
- Chat — message a customer over WhatsApp from inside Duwam.
- Activities — a timeline of notes, tasks, calls, and meetings.
- Reports — customer-service metrics: response time, SLA adherence, and customer satisfaction.
- Campaigns — automated WhatsApp message sequences to a filtered, consented audience.
Entering the customer workspace
- At the top of the sidebar, press the "Switch system" button (the grid icon).
- Choose "CRM" from the menu.
- The whole sidebar switches to the customer pillars. To return, switch systems again and choose "HR."
Note: The "Switch system" button only appears for people who have the CRM permission and whose plan includes the feature. If you don't see it, check with your account admin.
How the information connects
The pillars aren't isolated islands — they line up in a natural sequence that mirrors the customer journey:
- Each company holds several contacts (the people you talk to there).
- Each deal links a company and its contacts, and lives inside a stage of the sales pipeline.
- Each activity (note/task/call/meeting) is logged against a company, contact, or deal, building a timeline for every record.
Tip: Start by creating the company first, then add its contacts, then open the deal and assign it — everything is connected from the start, and contacts show up on the company's page automatically.
The "Activities" pillar
The Activities pillar shows what's yours — the tasks and notes you logged across every record, in one place. Tasks carry a completion checkbox; tick it when you're done and the task is struck through. The full timeline for a specific record lives on its own detail page (the company, contact, or deal).
Custom fields
Companies, contacts, and deals all accept custom fields — add whatever suits your business (commercial-registration number, lead source, expected deal size…) just like everywhere else in Duwam.
FAQ
Q: Can HR staff see customer data? A: No — access to the customer workspace is gated by the CRM permission. Anyone without it doesn't even see the switch-system button.
Q: Is customer data separate from employee data? A: Completely. Each workspace has its own records; the companies and contacts here have nothing to do with your company's employees.
Q: How many companies or deals can I add? A: No practical limit — add what your business needs.
Q: Can I delete a company that has contacts or deals? A: No — Duwam blocks it to protect your data. Unlink or delete the dependent records first. Details in Contacts & companies.
Quick reference
| Action | Path |
|---|---|
| Enter the customer workspace | "Switch system" → CRM |
| Return to HR | "Switch system" → HR |
| Contacts and companies | CRM workspace → Contacts / Companies |
| Deals and pipeline | CRM workspace → Deals |
| Message a customer | CRM workspace → Chat |
| My activities and tasks | CRM workspace → Activities |
| Customer-service reports | CRM workspace → Reports |
| Campaigns & automated messages | CRM workspace → Campaigns |