diff --git a/content/applications/sales/crm/pipeline.rst b/content/applications/sales/crm/pipeline.rst index 18df1d6b6..cee546bf5 100644 --- a/content/applications/sales/crm/pipeline.rst +++ b/content/applications/sales/crm/pipeline.rst @@ -9,3 +9,4 @@ Organize the pipeline pipeline/lost_opportunities pipeline/multi_sales_team + pipeline/merge_similar diff --git a/content/applications/sales/crm/pipeline/merge_similar.rst b/content/applications/sales/crm/pipeline/merge_similar.rst new file mode 100644 index 000000000..3fd52d235 --- /dev/null +++ b/content/applications/sales/crm/pipeline/merge_similar.rst @@ -0,0 +1,129 @@ +===================================== +Merge similar leads and opportunities +===================================== + +Odoo automatically detects similar *leads* and *opportunities* within the **CRM** app. These +identified duplicate records can be merged, without losing any information in the process. +Doing so keep the pipeline organized, and prevents customers from being contacted by more +than one salesperson. + +.. note:: + When merging opportunities, no information is lost. Data from the other opportunity is logged in + the chatter, and the information fields, for reference. + +Identify similar leads and opportunities +======================================== + +Similar leads and opportunities are identified by comparing the email address and phone number of +the associated contact. If a similar lead/opportunity is found, a *Similar Leads* smart button +appears at the top of the lead (or opportunity) record. + +.. image:: merge_similar/similar-smart-button.png + :align: center + :alt: An opportunity record with emphasis on the Similar Leads smart button. + +Compare similar leads and opportunities +--------------------------------------- + +To compare the details of similar leads/opportunities, navigate to :menuselection:`CRM app --> +Sales --> My Pipeline`, or :menuselection:`CRM app --> Leads`. Open a lead or opportunity, and click +the :guilabel:`Similar Leads` smart button. Doing so opens an :guilabel:`Opportunities` page, in +Kanban view, that only displays similar leads/opportunities. Click on a card to view the details for +the lead/opportunity, and confirm if they should be merged. + +.. note:: + *Leads* will not appear in the header menu unless the leads feature has been activated. This can + be done by navigating to :guilabel:`CRM app --> Configuration --> Settings` and ticking the + checkbox next to :guilabel:`Leads`, then clicking :guilabel:`Save`. + + +Merge similar leads and opportunities +===================================== + +.. important:: + When merging, Odoo gives priority to whichever lead/opportunity was created in the system first, + merging the information into the first created lead/opportunity. However, if a lead and an + opportunity are being merged, the resulting record is referred to as an opportunity, regardless + of which record was created first. + +After confirming the leads/opportunities should be merged, return to the :guilabel:`Opportunities` +page, in Kanban view, using the breadcrumb link, or by clicking the :guilabel:`Similar Leads` smart +button on the opportunity form. Click the :icon:`oi-view-list` :guilabel:`(list)` icon to change to +list view. + +Tick the checkbox on the left of the page for the leads/opportunities to be merged. Then, click the +:icon:`fa-cog` :guilabel:`Action` icon at the top of the page, to reveal a drop-down menu. From +that drop-down menu, select the :guilabel:`Merge` option to merge the selected opportunities or +leads. + +When :guilabel:`Merge` is selected from the :icon:`fa-cog` :guilabel:`Action` drop-down menu, a +:guilabel:`Merge` pop-up modal appears. In that pop-up modal, under the :guilabel:`Assign +opportunities to` section, optionally select a :guilabel:`Salesperson` and :guilabel:`Sales Team` +from the appropriate drop-down menus. + +Below those fields, the leads/opportunities to merge are listed, along with their related +information. To add more, click :guilabel:`Add a line`, tick the checkbox next to the desired +leads/opportunities from the resulting :guilabel:`Add: Leads/Opportunities' pop-up modal, then click +the :guilabel:`Select` button. The additional selections now appear in the list. To merge those +selected leads/opportunities, click :guilabel:`Merge`. + +The pop-up window disappears, and the detail card for the merged opportunity/lead appears. + +.. image:: merge_similar/select-merge.png + :align: center + :alt: List of similar leads and opportunities selected for merge in the CRM app. + +.. danger:: + Merging is an irreversible action. Do **not** merge leads/opportunities unless absolutely certain + they should be combined. + +When leads/opportunities should not be merged +============================================= + +There may be instances where a similar lead or opportunity is identified, but should *not* be +merged. These circumstances vary, based on the processes of the sales team and organization. Some +potential scenarios are listed below. + +Lost leads +---------- + +If a lead/opportunity has been marked as :doc:`lost `, it can still be merged +with an active lead or opportunity. The resulting lead/opportunity is marked active, and added to +the pipeline. + +Different contact within an organization +---------------------------------------- + +Leads/opportunities from the same organization, but with different points of contact, may not have +the same needs. In this case, it is beneficial to *not* merge these records, though assigning the +same salesperson, or sales team, can prevent duplicated work and miscommunication. + +Duplicates with more than one salesperson +----------------------------------------- + +If more than one lead/opportunity exists in the database, there may be multiple salespeople assigned +to them, who are actively working on them independently. While these leads/opportunities may need +to be managed separately, it is recommended that any affected salespeople be tagged in an internal +note for visibility. + +Contact information is similar, but not identical +------------------------------------------------- + +Similar leads and opportunities are identified by comparing the email addresses and phone numbers of +the associated contacts. However, if the email address is similar, but not identical, they may need +to remain independent. + +.. example:: + Three different leads were added to the pipeline, and assigned to different salespeople. They + were identified as *Similar Leads*, due to the email addresses of the contacts. + + Two of the leads appear to come from the same individual, `Robin`, and have identical email + addresses. These leads should be merged. + + The third lead has the same email domain, but the address is different, as is the contact name. + While this lead is most likely from the same organization, it is from a different contact, and + should **not** be merged. + + .. image:: merge_similar/contact-info-example.png + :align: center + :alt: List of similar leads with emphasis on the contact information in the CRM app. diff --git a/content/applications/sales/crm/pipeline/merge_similar/contact-info-example.png b/content/applications/sales/crm/pipeline/merge_similar/contact-info-example.png new file mode 100644 index 000000000..73969c337 Binary files /dev/null and b/content/applications/sales/crm/pipeline/merge_similar/contact-info-example.png differ diff --git a/content/applications/sales/crm/pipeline/merge_similar/select-merge.png b/content/applications/sales/crm/pipeline/merge_similar/select-merge.png new file mode 100644 index 000000000..2e1604510 Binary files /dev/null and b/content/applications/sales/crm/pipeline/merge_similar/select-merge.png differ diff --git a/content/applications/sales/crm/pipeline/merge_similar/similar-smart-button.png b/content/applications/sales/crm/pipeline/merge_similar/similar-smart-button.png new file mode 100644 index 000000000..34b556e4f Binary files /dev/null and b/content/applications/sales/crm/pipeline/merge_similar/similar-smart-button.png differ