CRM Module
Accounts, contacts, leads, opportunities, and cases — the customer record native to your existing ERP.
CRM
The CRM module is the customer record. It's purpose-built around your existing ERP — every account view shows live order history, contract pricing, and inventory pulled directly from SAP, NetSuite, Dynamics 365, or Infor SX.e. No batch syncs.
What's included
| Area | Description |
|---|---|
| Accounts | Companies and organizations with parent/child hierarchy, custom fields, and live ERP attachment |
| Contacts | People associated with accounts, with title, role, and channel preferences |
| Leads | Inbound prospects before qualification, with built-in conversion to account + contact + opportunity |
| Opportunities | Deals in flight, with configurable pipelines, weighted forecasting, and stage history |
| Cases | Support tickets with queue routing, SLA enforcement, and AI-assisted responses |
| Activities | Emails, calls, meetings, tasks, and notes — auto-logged from email/calendar/telephony integrations |
| Pipelines | Per-org pipeline configuration with stage probabilities and required fields |
| Custom Fields | JSONB-backed extension fields available across the API and search |
Quick links
- API: Accounts
- API: Contacts
- API: Leads
- API: Opportunities
- API: Cases
- Cases & Helpdesk guide
- Custom Fields admin guide
ERP integration
Every CRM record is augmented with read-through ERP data when an integration connection is configured:
- Account view — recent orders, open invoices, available credit, contract pricing tier, last shipment status
- Quote builder — live SKU availability and customer-specific pricing during opportunity scoping
- Customer 360 — A/R aging, lifetime value, payment terms, and order frequency
See ERP Integrations for the full integration model. Factory Labs is not an ERP — we read from yours.