Core module · CRM

Every prospect
converted.
Every customer retained.

Sales pipeline, automatic scoring, customer screen on ring (CTI), 360° history, smart follow-ups and native WhatsApp and Teams integration. The CRM built for the commercial reality of African SMEs.

See use cases →
+38%
Prospect → customer
conversion rate
×2,4
Sales team
productivity
−55%
Average
sales cycle
100%
Customer history
on CTI ring
PIPELINE COMMERCIAL · GLOBAL CS CRM
Qualification
Demo
Proposal
Negotiation
Signature
AK
John Doe — Mystery Inc.
Inbound call 8 min ago · Commerce
Score 94 🔥
800 $/month
FC
Benoit Soleil — Clinique Espoir
Auto follow-up Day+3 tomorrow · Healthcare
Score 71
1200 EUR/month
KB
Kouamé Brou — IMF Solidarité CI
Demo scheduled Thursday 2pm
Score 68
850 K FCFA/month
YD
Youssouf Diallo — Transport Youssouf
Email sent · Awaiting reply Day+7
Score 42
330 K FCFA/month
📞 Inbound call — John Doe — Mystery Inc.
Last contact: 3 days ago · Pipeline: Qualification · Score: 94
12
Active leads
3,2M
Pipeline FCFA/month
38%
Conversion rate
🤖
AI Scoring active
Updated just now
🔔 Auto follow-up triggered
Peter C. · Day+3 · WhatsApp
What the CRM module includes

Six components.
One fully controlled pipeline.

Each component of the GLOBAL CS CRM is designed for the African commercial reality — mobile teams, WhatsApp/voice communication, short cycles and informal customer relationships.

01 · PIPELINE
📋
Multi-stage pipeline

Kanban or list view of all your opportunities by stage. Drag & drop, filters by sales rep, sector or value. Automatic monthly revenue forecast.

Kanban + List
02 · CTI
📞
CTI — Customer screen on ring

When a known customer calls, their record appears before you answer: history, open opportunities, notes, amounts due. Zero re-entry.

Native UC&C integration
03 · SCORING
🎯
Smart lead scoring

Score 0–100 calculated in real time based on activity: email opens, WhatsApp replies, calls answered. Sales reps focus their energy on hot leads.

AI Insight integrated
04 · 360° HISTORY
🔄
360° history per customer

Calls, WhatsApp messages, emails, visit notes, proposals, orders, complaints — all in a single record. A sales rep out of office = 0 information loss.

Native omnichannel
05 · AUTO FOLLOW-UPS
⏰
Automatic follow-ups by sequence

Email Day+2, WhatsApp Day+5, call Day+9, email Day+15 — the CRM executes automatically based on the lead profile. Warm opportunities no longer fall through the cracks.

Configurable sequences
06 · CHANNEL INTEGRATION
🔗
Native WhatsApp & Teams integration

Every WhatsApp Business conversation and every Teams call is automatically logged in the CRM customer record. Everything centralised with no manual re-entry.

WA API + Teams native
Use cases by sector

A CRM configured
for your business.

Selling to a wholesaler, a borrower or a developer are three fundamentally different commercial acts. Each configuration below is calibrated to the real cycles and pain points of that sector.

🛒 Commerce & Distribution

Controlled B2B pipeline, restocking follow-ups triggered automatically, zero silent customer.

Wholesalers, importers, FMCG distributors — your sales reps manage dozens of active accounts. Without a CRM, everything lives in their head and their personal phone. If a sales rep leaves, the customer base leaves with them.

Sales pain points
Sales reps who leave taking their contacts — a database built over years, lost in a week
Warm leads never called back — a prospect not followed up at Day+5 is lost but nobody knows it
B2B customers not followed up for restocking — passively waiting for the customer to call
Managers with no pipeline visibility — impossible to forecast next month's revenue
Recommended CRM configuration
📋
B2B pipeline by zone and product category
Segmented by range (FMCG, import, distribution) and by sales zone. Each sales rep sees their territory, the manager sees everything. Automatic assignment based on the prospect's geographic zone.
⏰
Automatic restocking follow-ups — customers silent for X days
If a B2B customer hasn't ordered in 14 or 30 days, the CRM automatically triggers a personalised WhatsApp follow-up. The sales rep no longer has to remember.
📞
CTI — negotiated prices and balance displayed on ring
When a customer calls, the sales rep sees: last order, negotiated prices, outstanding balance, pending follow-ups. The right context, immediately, with no re-entry.
🎯
Prospect scoring by engagement — automatic prioritisation
A prospect who opened 3 emails, replied on WhatsApp and called the sales rep back scores 88. They move to the top of the list automatically. Cold leads go into standby — the pipeline stays clean.
+40%
B2B prospect conversion rate
+28%
Active customer restocking value
0
Warm prospects without a scheduled follow-up
🏗 Construction / Building / Real estate

Property pipeline from viewing to signature, tenants retained, prospects nurtured over 18 months.

Developers, construction companies, letting agencies — your sales cycle is long (3 to 18 months), your customers are undecided. Every prospect not followed up at the right moment ends up with a competing development.

Sales pain points
Property prospects not followed up after the viewing — passively waiting for the customer to call
Long buyer journey of 6 to 18 months — older leads are forgotten and go to competitors
No tracking of tenants up for lease renewal — missed retention opportunities
Sales reps who leave taking their prospect portfolio — months of work lost
Recommended CRM configuration
🏠
Property pipeline — Viewing → Reservation → Pre-sale → Signature → Handover
Every property and every prospect in the pipeline. Prospects stuck in "Reservation" for 30 days trigger an automatic alert to the sales rep.
⏰
Long-term nurturing sequences — 3, 6, 12 months
A prospect not ready today is placed in a sequence: email Day+30, WhatsApp Day+60, call Day+90. They re-enter the active pipeline when their project becomes concrete again — no lead permanently lost.
🔄
Tenant retention — renewal alert 6 months before expiry
6 months before the lease end date, the CRM triggers a retention sequence: satisfaction call, renewal proposal, loyalty offer. Renewal rate +22 points.
📊
Sales forecast by development and by quarter
The manager sees: prospects by development, conversion rate by sales rep, projected signatures for the quarter. Incentive adjustments made accordingly.
×1,8
Viewing → signature conversion
+22 pts
Lease renewal rate
−65%
Leads lost due to missed follow-up
🏦 Microfinance / Banking / Insurance

360° customer portfolio, behavioural scoring, graduated recovery follow-ups and automatic cross-sell.

MFIs, SFDs, insurance brokers — you manage new borrower prospecting, balance monitoring and arrears recovery. Three workflows that merge without a CRM, with direct regulatory consequences.

Sales pain points
Portfolio managed on Excel — no consolidated view of balances and risks
Loan officers without full history — follow-ups without context, conflicts with customers
Cross-sell opportunities not detected — revenue left on the table
No internal scoring — credit decisions made without reference to behavioural history
Recommended CRM configuration
💼
360° customer portfolio — balances, history, behaviour
Every customer: active loans, repayment history, due dates, complaints, past contacts. The loan officer arrives at every interaction with full context — no re-entry.
🎯
Behavioural scoring — risk and cross-sell opportunity
Risk score (arrears, disputes) and opportunity score (tenure, payment regularity). Loan officers target their retention and cross-sell efforts on the right profiles automatically.
⏰
Automatic graduated recovery follow-ups
Day+1: automatic SMS. Day+7: personalised WhatsApp. Day+15: loan officer call with script. Day+30: supervisor escalation. The loan officer intervenes manually only if the auto follow-up has not produced results.
🔍
Automatic cross-sell detection — credit, savings, insurance
A customer with 18 months of perfect repayments and 70% of their balance repaid is automatically flagged as "eligible for new credit". The loan officer receives the alert with the script — without waiting for the customer to call.
+16 pts
Day+30 recovery rate
+35%
Cross-sell on active portfolio
−50%
New credit processing time
🏥 Healthcare / Clinics

Patient retention, automatic annual check-up reminders and development of medical referrals.

Private clinics, laboratories, imaging centres — your patients are also your customers. Annual check-up follow-ups and retention have a direct impact on your revenue and your reputation.

Sales pain points
Patients who go elsewhere after a good first experience — no proactive follow-up
Annual check-ups not reminded — patients forget without a follow-up
Referring physicians not engaged — unstructured B2B relationship with referral partners
No measure of value and loyalty by patient — impossible to identify at-risk profiles
Recommended CRM configuration
🗓
Annual check-up reminders — automatic based on patient profile
The CRM calculates the next check-up date based on the profile (diabetic: 6 months, annual health check: 12 months). Automatic reminder by SMS and WhatsApp at the right time — no secretarial intervention needed.
📞
Patient CTI — medical and commercial history on ring
When a patient calls, reception immediately sees: last visit, tests performed, usual doctor, pending payments. Personalised welcome — the patient feels recognised.
🤝
Referring physician CRM — B2B healthcare pipeline
Referring physicians are B2B accounts in the CRM. Planned sales visits, number of referrals sent, trend over time. The medical director sees who is referring most and who has declined.
📊
Patient segmentation by value and loyalty
VIP patients (high annual value), loyal patients (3+ visits/year), at-risk patients (last visit > 18 months). Targeted actions by segment — no blanket communication.
×4
Annual check-up reminder rate
+28%
Annualised active patient value
+18%
Partner physician referrals
🌿 Agro-industry / Trading

Institutionalised export buyer portfolio, traced field relationships, structured campaign pipeline.

Cocoa, coffee and cashew exporters — your buyer relationships are your commercial capital. A contact book in the export director's head is a structural vulnerability.

Sales pain points
Buyer portfolio in the director's head — if they leave, the relationships leave with them
Price negotiations by email with no structured history — confusion over contractual commitments
Zone chief and cooperative relationships not tracked — tension over committed volumes
No measure of buyer loyalty — impossible to detect a risk of diversification towards competitors
Recommended CRM configuration
🌍
Export buyer portfolio — record by country and group
Every foreign buyer: volumes by campaign, negotiated price history, quality requirements, multiple contacts within the organisation. Commercial knowledge becomes a company asset — not one person's.
📋
Campaign pipeline — Offer → Negotiation → Contract → Shipment
For each campaign and buyer, the pipeline tracks progress: offer sent, counter-offer received, contract initialled, volume shipped. The CEO sees in real time what percentage of the harvest is under contract.
🤝
Field supplier CRM — zone chiefs and cooperatives
Committed volumes, negotiated field prices, delivery history. Tensions over volumes are detected before they become documented disputes.
📊
Buyer diversification alert — churn detection before the loss
If a buyer reduces their volumes by 20% compared to the previous campaign, the CRM triggers an alert. The export director intervenes proactively — before the decision is made.
+22 pts
Export buyer retention
−45%
Volume commitment disputes
100%
Institutionalised portfolio
⚖️ Lawyers / Notaries / Accountants / Architects

Controlled mandate pipeline, fees tracked, customer relationship maintained between engagements.

Law firms, practices, accounting firms, architecture agencies — your customer relationship doesn't exist only during the engagement. Between two matters, the client forgets you. A CRM keeps you front of mind.

Sales pain points
Incoming mandates not qualified — partners spending 30 minutes on out-of-scope matters
Fee follow-ups done from memory — oversights, delays, awkward conversations
Former clients not followed up — they return or go elsewhere without you knowing in advance
Cross-sell opportunities between practices missed — an accounting engagement can lead to legal advisory work
Recommended CRM configuration
⚖️
Mandate pipeline — Request → Qualification → Engagement → Closure
Every incoming request in the pipeline with its status. Declined mandates have a reason. Active engagements show their progress. The managing partner sees the portfolio at a glance.
⏰
Automatic fee follow-ups by threshold
Day+30: polite auto email. Day+45: WhatsApp follow-up. Day+60: call with script. Day+75: escalation to the senior partner. Follow-ups are personalised with the exact amount — the client cannot claim not to have received them.
🔄
Inter-engagement retention — relationship maintained
Between two engagements, the CRM maintains the relationship: specialist newsletter, satisfaction call 3 months after closure. The client thinks of you first when the next need arises.
🎯
Cross-sell between practices — automatic detection
An accounting client undergoing a restructuring is flagged as "corporate law opportunity". An architecture client with a land dispute goes to the legal team. Opportunities no longer fall between practices.
+28%
Request → mandate conversion
−40%
Fee collection turnaround
+35%
Cross-sell between practices
🚛 Transport / Logistics / Freight forwarding

Key accounts retained, freight tenders captured, negotiated rates traced per customer.

Hauliers, freight forwarders, brokers — your customers are industrial companies that constantly compare. The relationship is built on trust and availability. An account that has been silent for 60 days has often already left.

Sales pain points
Negotiated prices and terms stored in emails — impossible to find at annual renewal
Key accounts not engaged between deliveries — the decision to switch carrier is made in silence
New business pipeline managed from memory — no visibility on opportunities in progress
Freight tenders missed because the information did not reach the right sales rep in time
Recommended CRM configuration
🤝
Key account record — negotiated rates, volumes, contracts by route
Every strategic customer: rates by route and freight type, contracted volume, decision-maker contacts, renewal dates. The sales rep arrives at every meeting with the full 12-month history.
🔔
Contract renewal alert 90 days before expiry
90 days before a framework contract ends, the sales rep receives an alert with the revenue generated and the points to renegotiate. They schedule a meeting proactively — the customer sees initiative, not a defensive follow-up.
📋
Tender pipeline — detection, response, decision tracking
Detected tenders (network, monitoring) enter the pipeline: response file, decision-maker contact, decision date, probability. The sales director sees their new business pipeline in real time.
📊
Loyalty analysis — customer volume trend over 12 months
If a customer reduces their volumes by 20% vs. the previous year, automatic alert. The sales rep intervenes before the customer has signed with a competitor — not after losing the account.
+25%
Key account retention over 24 months
+38%
Tender win rate
−45%
Undetected customer churn
🏛 Municipalities / Prefectures / Courts / Ministries

Traced institutional relationships, documented commitments, partners and service providers monitored.

Municipalities, local authorities, public administrations — institutional relationships, partnerships and citizen engagement need the same traceability as the private sector. Often without the tool to do it.

Relationship management pain points
Commitments made in public meetings not traced — the citizen remembers, the official cannot find the record
Institutional partners followed up informally — cooperation opportunities missed
Service providers evaluated from memory — contracts renewed without real performance analysis
Field officers without a tool to feed contact information back to the office
Administration-adapted configuration
📜
Institutional commitment register — traced and monitored
Every commitment made in a public meeting or correspondence is logged with date, contact and deadline. Automatic weekly tracking — the director general receives the list of commitments due this week.
🤝
Partner and donor directory — cooperation opportunities
NGOs, donors, associations — every partner has a record with their focus area and available funding. When a programme opens, the institution knows exactly who to call first.
📊
Service provider performance tracking — contractual evaluation
Every service provider: contracts, delivery timelines, penalties. Contract renewal is decided on the basis of data — not seniority or personal relationships.
📱
Field officer reports — surveys and on-site visits
Officers on inspection enter their observations directly in the mobile CRM. Instant feed to the director general, automatic archiving, history for each intervention site.
100%
Commitments traced and monitored
+40%
Cooperation opportunities captured
−35%
Undocumented service provider disputes
📱 Fintech

Tracked acquisition, measured activation, predicted churn and optimised distributor network.

Mobile money, neo-banks, aggregators — your CRM is a growth tool, not just a tracking system. Every stage of the acquisition and activation funnel must be measured and continuously optimised.

Sales pain points
Users activated but never engaged — registered, never active, never converted to recurring users
No churn prediction — users who stop without anyone understanding why or when
Field sales agents without a tool — visits planned manually, results not reported back
Distributor partner pipeline managed from memory — network not optimised, underperformers not detected
Recommended CRM configuration
📈
Activation funnel — Registration → First use → Recurring active
Every user in the funnel with their stage. Those stuck in "Registered" for 7 days automatically receive a WhatsApp + SMS activation sequence. The Day+7 activation rate is measured in real time.
🔮
Churn scoring — alert 30 days before loss
The CRM calculates a churn risk score based on usage decline, transaction volume drop and recent support interactions. An at-risk user proactively receives a personalised retention offer.
🤖
Automated engagement sequences by segment
Dormant users: reactivation sequence with offer. Active users: upsell sequence. Ambassadors: referral sequence with incentive. Each segment receives the message suited to their actual behaviour.
📊
Distributor partner pipeline — agents and merchants
Every agent or merchant partner: transaction volume generated, recruitment date, performance vs. target, active incidents. The network is managed like a sales pipeline — recruitment, activation, retention.
+45%
Day+7 user activation rate
−38%
Monthly active user churn
+55%
LTV per active user
+38%
Commercial prospect
conversion rate
×2,4
Sales productivity
vs. without CRM
−55%
Average sales cycle
thanks to auto follow-ups
0
Hot leads
without a scheduled follow-up
Pipeline in action

Every opportunity tracked,
from first contact to signature.

The GLOBAL CS CRM pipeline is designed for B2B and B2C sales cycles — automatic follow-ups, real-time scoring, all-channel integration.

Amadou Koné — SARL Koné & Frères
Score 94 🔥
Commerce · Inbound call today · 480 K FCFA/month
→ Demo scheduled Thursday 2pm
480 K FCFA
Fatou Coulibaly — Clinique Espoir
Score 71
Healthcare · Auto WhatsApp follow-up Day+3 · 220 K FCFA/month
→ Auto follow-up tomorrow 9am
220 K FCFA
IMF Solidarité CI — Kouamé B.
Score 68
Microfinance · Demo Thursday · 850 K FCFA/month
→ Proposal to prepare
850 K FCFA
Transport Youssouf — Y. Diallo
Score 42
Transport · Email Day+7 no reply · 330 K FCFA/month
→ Call to make today
330 K FCFA
Advanced features

What the CRM does
in the background.

While your sales reps are selling, the CRM is working.

01
Automatic real-time lead scoring
The score is recalculated on every interaction: email opened (+5), WhatsApp reply (+12), call answered (+18), site visit (+8). The sales rep always sees who is the hottest lead right now.
›
02
Configurable follow-up sequences by sector
5 days for commerce, 30 days for real estate, 90 days for financing. Each sector has its own follow-up cadence — configured once, executed automatically.
›
03
Automatic assignment by zone and skill
A lead from Bouaké goes to the North Zone sales rep. A microfinance lead goes to the specialist. The right lead to the right sales rep, immediately — no manual decision.
›
04
Bidirectional synchronisation across all channels
A WhatsApp message sent from the omnichannel console is automatically logged in the CRM record. A softphone call generates an automatic note. Everything centralised with no re-entry.
›
05
Manager dashboard — forecasts and alerts
Pipeline in progress, value by stage, at-risk deals (no activity for 14 days), conversion rate by sales rep. Automatic monthly revenue forecast.
›
06
Frictionless existing contact import
Import from CSV, Excel or your phone contacts. Automatic deduplication, enrichment from the context of previous calls and WhatsApp exchanges from the past year.
›
Native integrations

The CRM that connects
to the entire platform.

The GLOBAL CS CRM is not a standalone tool. It shares its data in real time with the 4 other core modules and the 4 extended capabilities.

📞
UC&C — IP telephony

Every inbound/outbound call automatically logged in the customer record. CTI displays the record before answering. Recordings accessible from the record in 1 click.

Native CTI · Auto log
🎧
Omnichannel contact center

Every interaction (WhatsApp, email, SMS, Teams) synchronised in real time in the CRM record. The agent and the sales rep see the same 360° customer history.

Shared 360° history
🤖
AI Insight

AI transcribes calls and extracts commitments, needs and objections to inject into CRM notes. Lead scoring is fed in real time by conversation analysis.

Transcription · AI scoring
📁
EDM & Archiving

Sales proposals and contracts generated from the CRM are automatically archived in the EDM system. Versioning, instant retrieval, integrated electronic signature.

Auto-archive · Signature
💬
WhatsApp Business API

Every WhatsApp Business exchange logged in the CRM record. Follow-up sequences use WhatsApp as the sending channel. The sales rep replies to WhatsApp messages from the CRM record.

WhatsApp sequences · Native log
📊
Business management ERP

Quotes created in the CRM are automatically transferred to the ERP upon validation. The sales rep sees the customer's balance and order history in the CRM record — without switching between two tools.

Quote → ERP automatic
Why GLOBAL CS CRM

A CRM built for
the African commercial reality.

Not a scaled-down Salesforce or a marginally adapted HubSpot. A CRM designed for sales teams — WhatsApp, phone, field, FCFA and local cycles included.

📱
WhatsApp as a native channel

WhatsApp Business API is a full follow-up channel — not a third-party integration. Sequences use WhatsApp, WhatsApp conversations are in the customer record, and everything is legally archived.

🇨🇮
Local CI contacts and currencies

Import from CI phone contacts, local numbers in records, native FCFA format, sales cycles calibrated for SMEs. The CRM works the way your teams work.

📶
Mobile-first with variable connectivity

The mobile CRM works in degraded 3G mode and syncs automatically. A field sales rep can log a visit without network coverage — the record is up to date as soon as they reconnect.

🔗
Zero integration to configure

UC&C, contact center, AI, EDM, ERP — all share the same customer database. No Zapier connector, no third-party API to maintain. A coherent architecture.

⚡
Deployed in 15 days

Custom pipeline configuration, existing contact import, in-person training for sales reps and managers 🎓. Live in 15 days — not 6 months.

🛠
Commercial support

The GLOBAL CS team knows your sectors and your sales cycles. The CRM is configured by people who have understood your business — not by technicians.

Your pipeline deserves
better than a notebook.

30 minutes to see how the GLOBAL CS CRM is configured for your sector — pipeline, scoring, automatic follow-ups and WhatsApp integration included.