#CRM 2.0 System Detailed Design

#1. System Overview and Design Philosophy

#1.1 System Positioning

This system is a CRM 2.0 Sales Management Platform built on the NocoBase no-code platform. The core objective is:

Let sales focus on building customer relationships, not data entry and repetitive analysis.

The system automates routine tasks through workflows and utilizes AI to assist with lead scoring, opportunity analysis, and other tasks, helping sales teams improve efficiency.

#1.2 Design Philosophy

#Philosophy 1: Complete Sales Funnel

End-to-end Sales Process:

Why design it this way?

#Philosophy 2: Configurable Sales Pipeline

Different industries can customize sales pipeline stages without modifying code.

#Philosophy 3: Modular Design

• Core modules (Customers + Opportunities) are mandatory; other modules can be enabled as needed.
• Disabling modules does not require code changes; it is done via NocoBase interface configuration.
• Each module is designed independently to reduce coupling.

#2. Module Architecture and Customization

#2.1 Module Overview

The CRM system adopts a modular architecture design—each module can be independently enabled or disabled based on business requirements.

#2.2 Module Dependencies

#2.3 Pre-configured Versions

#2.4 Module-to-Collection Mapping

#Core Module Collections (Always Required)

#2.5 How to Disable Modules

Simply hide the menu entry for the module in the NocoBase administration interface; there is no need to modify code or delete collections.

#3. Core Entities and Data Model

#3.1 Entity Relationship Overview

#3.2 Core Collection Details

#3.2.1 Leads (nb_crm_leads)

Lead management using a simplified 4-stage workflow.

Stage Process:

New → Working → Qualified → Converted to Customer/Opportunity
         ↓          ↓
    Unqualified  Unqualified

Key Fields:

#3.2.2 Customers (nb_crm_customers)

Customer/Company management supporting international business.

Key Fields:

#3.2.3 Opportunities (nb_crm_opportunities)

Sales opportunity management with configurable pipeline stages.

Key Fields:

#3.2.4 Quotations (nb_crm_quotations)

Quotation management supporting multi-currency and approval workflows.

Status Flow:

Draft → Pending Approval → Approved → Sent → Accepted/Rejected/Expired
              ↓
           Rejected → Edit → Draft

Key Fields:

#3.2.5 Orders (nb_crm_orders)

Order management including payment tracking.

Key Fields:

#3.3 Collection Summary

#CRM Business Collections

#Foundation Data Collections (Common Modules)

#3.4 Auxiliary Collections

#3.4.1 Comments (nb_crm_comments)

Generic comments/notes collection that can be associated with various business objects.

#3.4.2 Customer Shares (nb_crm_customer_shares)

Enables multi-person collaboration and permission sharing for customers.

#3.4.3 Opportunity Collaborators (nb_crm_opportunity_users)

Supports sales team collaboration on opportunities.

#3.4.4 Regions (nb_cbo_regions)

Country/Region foundation data dictionary.

#4. Lead Lifecycle

Lead management uses a simplified 4-stage workflow. When a new lead is created, a workflow can automatically trigger AI scoring to help sales quickly identify high-quality leads.

#4.1 Status Definitions

#4.2 Status Flowchart

#4.3 Lead Conversion Process

The conversion interface provides three options simultaneously; users can choose to create or associate:

• Customer: Create a new customer OR associate with an existing customer.
• Contact: Create a new contact (associated with the customer).
• Opportunity: An opportunity must be created.

Post-conversion Records:

• converted_customer_id: Associated Customer ID
• converted_contact_id: Associated Contact ID
• converted_opportunity_id: Created Opportunity ID

#5. Opportunity Lifecycle

Opportunity management uses configurable sales pipeline stages. When an opportunity stage changes, it can automatically trigger AI win probability prediction to help sales identify risks and opportunities.

#5.1 Configurable Stages

Stages are stored in the nb_crm_opportunity_stages collection and can be customized:

#5.2 Pipeline Flow

#5.3 Stagnation Detection

Opportunities without activity will be flagged:

-- Calculate stagnation days
UPDATE nb_crm_opportunities
SET stagnant_days = EXTRACT(DAY FROM NOW() - last_activity_at)
WHERE stage NOT IN ('won', 'lost');

#5.4 Win/Loss Handling

When Won:

1. Update stage to 'won'.
2. Record actual close date.
3. Update customer status to 'active'.
4. Trigger order creation (if a quotation was accepted).

When Lost:

1. Update stage to 'lost'.
2. Record loss reason.
3. Record competitor ID (if lost to a competitor).
4. Notify manager.

#6. Quotation Lifecycle

#6.1 Status Definitions

#6.2 Approval Rules (To be finalized)

Approval workflows are triggered based on the following conditions:

#6.3 Multi-currency Support

#Design Philosophy

Use USD as the unified base currency for all reports and analysis. Each amount record stores:

• Original currency and amount (what the customer sees)
• Exchange rate at the time of transaction
• USD equivalent amount (for internal comparison)

#Currency Dictionary (nb_cbo_currencies)

Currency configuration uses a common foundation data collection, supporting dynamic management. The current_rate field stores the current exchange rate, updated by a scheduled task from the most recent record in nb_crm_exchange_rates.

#Exchange Rate History (nb_crm_exchange_rates)

Records historical exchange rate data. A scheduled task syncs the latest rates to nb_cbo_currencies.current_rate.

Note: Quotations are associated with the nb_cbo_currencies collection via the currency_id foreign key, and the exchange rate is retrieved directly from the current_rate field. Opportunities and orders use a currency VARCHAR field to store the currency code.

#Amount Field Pattern

Collections containing amounts follow this pattern:

Applied to:

• nb_crm_opportunities.amount → amount_usd
• nb_crm_quotations.total_amount → total_amount_usd

#Workflow Integration

Exchange Rate Retrieval Logic:

1. Retrieve exchange rate directly from nb_cbo_currencies.current_rate during business operations.
2. USD Transactions: Rate = 1.0, no lookup required.
3. current_rate is synced by a scheduled task from the latest nb_crm_exchange_rates record.

#6.4 Version Management

When a quotation is rejected or expired, it can be duplicated as a new version:

QT-20260119-001 v1 → Rejected
QT-20260119-001 v2 → Sent
QT-20260119-001 v3 → Accepted

#7. Order Lifecycle

#7.1 Order Overview

Orders are created when a quotation is accepted, representing a confirmed business commitment.

#7.2 Order Status Definitions

#7.3 Order Data Model

#nb_crm_orders

#nb_crm_order_items

#7.4 Payment Tracking

#nb_crm_payments

#8. Customer Lifecycle

#8.1 Customer Overview

Customers are created during lead conversion or when an opportunity is won. The system tracks the complete lifecycle from acquisition to advocacy.

#8.2 Customer Status Definitions

#8.3 Customer Health Scoring

Customer health is calculated based on multiple factors:

Health Thresholds:

if (health_score >= 90) status = 'advocate';
else if (health_score >= 70) status = 'active';
else if (health_score >= 50) status = 'growing';
else status = 'at_risk';

#8.4 Customer Segmentation

#Automated Segmentation

#9. Email Integration

#9.1 Overview

NocoBase provides a built-in email integration plugin supporting Gmail and Outlook. Once emails are synced, workflows can automatically trigger AI analysis of email sentiment and intent, helping sales quickly understand customer attitudes.

#9.2 Email Syncing

Supported Providers:

• Gmail (via OAuth 2.0)
• Outlook/Microsoft 365 (via OAuth 2.0)

Sync Behavior:

• Bi-directional sync of sent and received emails.
• Automatic association of emails to CRM records (Leads, Contacts, Opportunities).
• Attachments stored in the NocoBase file system.

#9.3 Email-CRM Association (To be finalized)

#9.4 Email Templates

Sales can use preset templates:

#10. AI-Assisted Capabilities

#10.1 AI Employee Team

The CRM system integrates the NocoBase AI plugin, utilizing the following built-in AI employees configured with CRM-specific tasks:

#10.2 AI Task List

AI capabilities are divided into two independent categories:

#I. AI Employees (Frontend Block Triggered)

Users interact directly with AI through frontend AI Employee blocks to obtain analysis and suggestions.

#II. Workflow LLM Nodes (Backend Automated Execution)

LLM nodes nested within workflows, triggered automatically by collection events, action events, or scheduled tasks, independent of AI Employees.

Note: Workflow LLM nodes use prompts and Schema output for structured JSON, which is parsed and written to business data fields without user intervention.

#10.3 AI Fields in Database

#11. Workflow Engine

#11.1 Implemented Workflows

#11.2 To-be-implemented Workflows

#12. Menu and Interface Design

#12.1 Admin Structure

#12.2 Dashboard Views

#Sales Manager View

#Sales Rep View

#Executive View

Document Version: v2.0 | Updated: 2026-02-06