Customer Management

Module Code: CRM Priority: P1 (Core Operations - Customer & Lead Management) Status: Extracted from v5.1 and enhanced Dependencies: P0 modules (M00, M01, M02, M03, M05 Task & Workflow Engine) Related Module: M10 Lead Management (for complete prospect-to-customer lifecycle) Old Module Number: M01 (Customer Database)

---

Module Overview

Purpose: Centralized customer information management system serving as the single source of truth for all customer data across the dealership. Forms the foundation for customer relationship management and integrates with lead management for complete prospect-to-customer lifecycle tracking.

Priority: P1 (Core Operations - Customer & Lead Management)

Scope:

• Customer master data management (individuals, corporate, fleet, government)
• Customer 360° view (transactions, service history, communications)
• Lead-to-customer conversion tracking
• Customer segmentation and analytics
• Integration with M10: Lead Management for complete CRM

Dependencies:

• User Access & Security (user access control)
• Access Control & Permissions (data access permissions)
• Employee Directory (customer assignments to employees)
• Company Configuration (location-based customer data)

Integration Points: All modules (every module references customer data)

---

Related Documentation

• 🏠 Documentation Home - System overview & all modules

---

Functional Specifications

5.1 Customer Information Management

Customer Definition Rules:

Rule	Description
Customer Record Creation	Customer records created only when monetary transaction occurs
Lead Tracking	Leads without transactions tracked separately in Lead Management (M09)
Marketing Analytics	Closed lead requests maintained for marketing analytics
Duplicate Management	Duplicate prevention with intelligent merge capability

Customer Types:

Type	Description
Individual	Retail buyers (personal vehicle purchases)
Corporate	Business accounts (company vehicle purchases)
Fleet	Fleet account holders (multiple vehicle management)
Government	Government entities (public sector procurement)

5.2 Create New Customer

Individual Customer Creation:

Process Flow:

1. Generate unique customer code (auto-incremented)
2. Capture mandatory fields (name, contact, ID verification)
3. Create linked customer needs request
4. Execute duplicate detection algorithm
5. Offer merge option if duplicate found
6. Initialize customer lifecycle tracking

Required Fields:

Field	Type	Validation
Customer Name	VARCHAR(200)	Full name required
Phone Number	VARCHAR(20)	Format validation
Email	VARCHAR(255)	Optional but recommended
National ID	VARCHAR(50)	Format + checksum validation
Date of Birth	DATE	18+ for contracts
Address	TEXT	Full address
Customer Type	ENUM	Individual/Corporate/Fleet/Government

Corporate Customer Creation:

Process Flow:

1. Search existing corporate database
2. Display alert if potential duplicate detected
3. Option to update existing record or create new
4. Capture corporate-specific fields (tax ID, business license)
5. Assign account manager
6. Set up billing and payment terms

Additional Corporate Fields:

Field	Type	Required
Company Name	VARCHAR(255)	Yes
Tax ID	VARCHAR(50)	Yes
Business License	VARCHAR(100)	Yes
Legal Representative	VARCHAR(200)	Yes
Billing Address	TEXT	Yes
Payment Terms	ENUM	Yes
Credit Limit	DECIMAL	Optional
Account Manager	UUID (Employee)	Yes

Data Completion Tracking:

Feature	Description
Progress Indicator	Visual display showing % of fields completed
Field Classification	Mandatory vs optional field identification
Reminders	Automated reminders for incomplete critical information
Quality Score	Data quality score calculation and tracking

---

5.3 Lead-to-Customer Conversion

Integration with M09: Lead Management (Coming Soon)

Conversion Workflow:

Step	Action	System Behavior
1	Lead qualifies for conversion	Lead status = “Qualified” in M09
2	Sales team initiates conversion	Create customer record from lead data
3	Auto-populate customer fields	Transfer all lead information to customer
4	Link lead history to customer	Maintain complete interaction history
5	Update lead status	Lead status = “Converted” with customer link
6	Initialize customer lifecycle	Begin customer journey tracking

Conversion Triggers:

Trigger	Description	Action
First Transaction	Any monetary transaction completed	Auto-create customer record
Manual Conversion	Sales rep manually converts qualified lead	Create customer with lead data
Vehicle Purchase	Vehicle sale order created	Immediate customer creation required
Service Booking	Service appointment with payment	Create customer for service history

Data Transfer Mapping:

Lead Field (M09)	Customer Field (M05)	Transformation
Lead Name	Customer Name	Direct copy
Lead Phone	Phone Number	Direct copy
Lead Email	Email	Direct copy
Lead Source	Acquisition Source	Direct copy
Lead Score	Initial Customer Score	Converted to customer score
Lead Notes	Customer Notes	Append to customer history
Assigned Sales Rep	Account Manager	Transfer assignment
Lead Interactions	Communication History	Full history transfer

Conversion Business Rules:

Rule	Description	Validation
Duplicate Prevention	Check existing customers before conversion	Fuzzy match on name, phone, email
Data Validation	All mandatory fields must be complete	Pre-conversion validation check
Lead History Preservation	All lead interactions preserved	Link maintained for reporting
Attribution Tracking	Original lead source tracked	Marketing ROI analysis
No Reverse Conversion	Customer cannot be reverted to lead	One-way conversion only

Conversion Metrics & KPIs:

Metric	Description	Target
Lead-to-Customer Rate	% of leads that convert to customers	> 25%
Conversion Time	Average days from lead to customer	< 30 days
First Purchase Value	Average first transaction amount	Track by source
Conversion by Source	Conversion rate by lead source	Optimize marketing
Data Quality Score	% of complete customer profiles	> 95%

Post-Conversion Actions:

1. Customer Welcome Flow:

   • Send welcome email/SMS
   • Assign loyalty program ID
   • Schedule first service reminder
   • Add to newsletter

2. Sales Team Notification:

   • Notify assigned sales rep
   • Update sales dashboard
   • Trigger commission calculation
   • Update sales pipeline

3. Marketing Attribution:

   • Track conversion by campaign
   • Update campaign ROI
   • Feed data to analytics
   • Close lead in M09

---

5.4 Update Customer Information

Update Permissions:

Permission Type	Description
Universal Access	Update rights across all user roles
Field-Level Control	Access control for sensitive data fields
Change Logging	Change history logging with user attribution
Compliance Audit	Comprehensive audit trail for compliance

Change Management:

Feature	Description
Value Tracking	Before/after value tracking for all changes
Timestamp	Timestamp of all modifications
User Attribution	User ID of modifier recorded
Reason Codes	Reason code required for significant changes
Approval Workflow	Approval workflow for critical fields

Sensitive Field Changes:

• National ID changes require manager approval
• Tax ID changes require finance approval
• Customer type changes require manager approval
• All sensitive changes logged with reason

5.4 Customer Lookup & Search

Search Capabilities:

Feature	Description
Full-Text Search	Search across all customer fields
Advanced Filters	Date ranges, status, type, and custom filters
Quick Search	Search by phone, email, or customer ID
Fuzzy Matching	Intelligent name matching for similar results
Search History	Save and reuse frequent queries

Search Fields:

• Customer ID
• Full name (with fuzzy matching)
• Phone number (partial or full)
• Email address
• National ID
• Company name (for corporate)
• Tax ID (for corporate)
• Vehicle VIN (linked vehicles)
• License plate number

Access Control Matrix:

Control Type	Description
Role-Based Visibility	Information visibility based on user role
Transaction Access	Transaction history access restrictions
Data Masking	Sensitive data masking for unauthorized users
Department Views	Department-specific information views
Service History	Service history visibility controls

Data Masking Rules:

• Phone numbers: Show last 4 digits only for non-assigned customers
• Email: Show domain only for non-assigned customers
• National ID: Show last 4 digits only
• Financial data: Restricted to finance and management roles

5.5 Customer 360 View

Comprehensive Customer Profile:

Component	Description
Transaction History	Complete transaction history (VOC - Voice of Customer)
Service Records	Service history and upcoming maintenance schedules
Sales Pipeline	Sales opportunities and quotations
Communications	Complete communication history across all channels
Loyalty Status	Loyalty program status and points balance
Financial	Outstanding payments and credit information
Preferences	Customer preferences, notes, and special requirements
Owned Vehicles	All vehicles owned (current and historical)

Customer Timeline:

• Chronological view of all interactions
• Sales events, service visits, communications
• Payment history
• Loyalty rewards earned/redeemed
• Complaints and resolutions

Quick Actions:

• Create new quotation
• Schedule service appointment
• Send message (SMS/Email)
• Record interaction
• Add note
• Update contact information

5.6 Customer Segmentation

Segmentation Criteria:

Criterion	Description
Purchase History	Number and value of purchases
Service Frequency	Service visit patterns
Vehicle Ownership	Number and type of vehicles owned
Lifetime Value	Total revenue generated
Location	Geographic location
Customer Type	Individual/Corporate/Fleet
Loyalty Tier	VIP, Gold, Silver, Regular

Predefined Segments:

• VIP Customers (>$100K lifetime value)
• High-Value Customers ($50K-$100K)
• Repeat Customers (3+ purchases)
• Service-Only Customers (no sales)
• At-Risk Customers (no activity in 12 months)
• New Customers (< 6 months)

---

Data Model

Customer Table:

Field	Type	Description
customer_id	UUID	Primary key
customer_code	VARCHAR(20)	Unique customer number (auto)
customer_type	ENUM	Individual/Corporate/Fleet/Government
full_name	VARCHAR(200)	Full legal name
preferred_name	VARCHAR(100)	Preferred/nickname
national_id	VARCHAR(50)	National ID/Passport
date_of_birth	DATE	Birth date
gender	ENUM	Male/Female/Other
primary_phone	VARCHAR(20)	Primary contact phone
secondary_phone	VARCHAR(20)	Secondary phone
primary_email	VARCHAR(255)	Email address
address_line1	VARCHAR(255)	Street address
address_line2	VARCHAR(255)	Apt, suite, etc.
city	VARCHAR(100)	City
state	VARCHAR(100)	State/Province
postal_code	VARCHAR(20)	ZIP/Postal code
country	VARCHAR(100)	Country
customer_status	ENUM	Active/Inactive/Blacklisted
assigned_employee_id	UUID	Sales advisor assigned
primary_location_id	UUID	Primary dealership location
customer_source	VARCHAR(100)	How customer found us
customer_segment	VARCHAR(50)	Customer segment
lifetime_value	DECIMAL	Total revenue from customer
total_purchases	INT	Number of purchases
last_purchase_date	DATE	Most recent purchase
last_service_date	DATE	Most recent service
notes	TEXT	General notes
data_quality_score	INT	Data completeness score (0-100)
created_at	TIMESTAMP	Record creation
created_by	UUID	Creator employee ID
updated_at	TIMESTAMP	Last update
updated_by	UUID	Last modifier

Corporate Customer Table:

Field	Type	Description
corporate_id	UUID	Primary key
customer_id	UUID	Foreign key to customer
company_name	VARCHAR(255)	Legal company name
trade_name	VARCHAR(255)	DBA name
tax_id	VARCHAR(50)	Tax identification
business_license	VARCHAR(100)	Business license number
legal_representative	VARCHAR(200)	Authorized signatory
business_type	VARCHAR(100)	Corporation, LLC, etc.
industry	VARCHAR(100)	Industry classification
billing_address	TEXT	Billing address
payment_terms	ENUM	Net30/Net60/COD/etc.
credit_limit	DECIMAL	Credit limit
account_manager_id	UUID	Assigned account manager
number_of_employees	INT	Company size
annual_revenue	DECIMAL	Company revenue

Customer Contact Table:

Field	Type	Description
contact_id	UUID	Primary key
customer_id	UUID	Foreign key to customer
contact_type	ENUM	Primary/Billing/Emergency
contact_name	VARCHAR(200)	Contact person name
title	VARCHAR(100)	Job title
phone	VARCHAR(20)	Phone number
email	VARCHAR(255)	Email address
is_primary	BOOLEAN	Primary contact flag
notes	TEXT	Contact notes

Customer Change History Table:

Field	Type	Description
history_id	UUID	Primary key
customer_id	UUID	Foreign key to customer
field_name	VARCHAR(100)	Field that changed
old_value	TEXT	Previous value
new_value	TEXT	New value
change_reason	TEXT	Reason for change
changed_by	UUID	Employee who made change
changed_at	TIMESTAMP	Change timestamp
approval_status	ENUM	Pending/Approved/Rejected
approved_by	UUID	Approver employee ID

Customer Preference Table:

Field	Type	Description
preference_id	UUID	Primary key
customer_id	UUID	Foreign key to customer
preference_type	VARCHAR(50)	Communication/Service/etc.
preference_key	VARCHAR(100)	Preference name
preference_value	TEXT	Preference value
created_at	TIMESTAMP	When set

---

Business Rules

Mandatory Fields:

Field	Requirement
Customer Name	Full name is required
Primary Contact	Phone or email is required
Customer Type	Customer type designation is required

Data Validation:

Validation Type	Rule
Phone Number	Format validation against regional standards
Email	Syntax verification for valid email format
National ID	Checksum validation for authenticity
Tax ID	Format check for corporate entities
Date of Birth	Age restrictions (18+ for contracts)

Duplicate Prevention:

Match Type	Criteria
Phone Number	Fuzzy match (>80% similarity)
Email	Exact match required
National ID	Exact match required
Name + Address	Combined name and address match

Duplicate Resolution:

• System alerts user when duplicate detected
• User can view both records side-by-side
• User can merge duplicates (keeps primary, archives secondary)
• Merge action requires manager approval
• All data from secondary record preserved in history

Data Retention:

Data Type	Retention Period
Active Customer Data	Indefinite
Inactive Customer Data	7 years minimum
Deleted Customer Records	Soft delete with 30-day recovery window
Change History	Permanent retention

Customer Status Rules:

• Active: Currently engaged customer
• Inactive: No activity for 24 months
• Blacklisted: Fraud/abuse, cannot transact (requires GM approval)

---

Integration Points

Outbound Integrations:

Module	Integration Purpose
M09 Lead Management	Customer matching and qualification
M10 Sales Operations	Customer selection for sales orders
M11 Service Operations	Customer identification for service
M19 Customer Care	Communication preferences
M20 Messaging	Contact information retrieval
M22 Campaign Management	Segmentation data
M21 Loyalty Program	Member enrollment
M27 Business Intelligence	Customer analytics

Inbound Integrations:

Source	Integration Purpose
M13 Traffic Management	Automatic customer registration via QR
Virtual PBX (External)	Caller ID matching and screen pop
Social Media (External)	Lead import from Facebook/Instagram
Email System (External)	Inbound inquiry capture

---

User Roles & Permissions

Access Control Matrix:

Role	View	Create	Update	Delete	Export	Merge
System Admin	All	Yes	All	Yes	Yes	Yes
Sales Manager	All	Yes	All	No	Yes	Yes
Sales Advisor	All	Yes	Own + Assigned	No	Limited	No
Service Manager	All	Limited	All	No	Yes	No
Service Advisor	All	Limited	Own + Assigned	No	No	No
Customer Care	All	No	Contact info only	No	Limited	No
Accountant	Read only	No	No	No	Yes	No

Data Access Scopes:

• All: Can see all customer records
• Own: Can only see customers they created
• Assigned: Can see customers assigned to them
• Department: Can see all customers in their department
• Location: Can see customers at their location

---

Key Performance Indicators

Data Quality Metrics:

Metric	Target	Measurement
Data Completeness	> 95%	% required fields filled
Duplicate Rate	< 2%	% duplicate records
Data Accuracy	> 98%	% valid phone/email
Profile Completion	> 80%	Avg data quality score
Change Approval Time	< 24 hours	Avg approval time for changes

Customer Metrics:

Metric	Target	Measurement
Total Active Customers	Track monthly	Active customer count
New Customers	Track monthly	New customer additions
Customer Reactivation	> 10%/year	Inactive → Active
Customer Retention	> 70%	Customers with repeat business
VIP Customers	Track	Top tier customer count

---

Last Updated: November 14, 2025 Version: 6.0 Migrated From: Dealership_System_Documentation_v5_1.md (M01) Changes: Restructured as P1 Master Data module, updated dependencies to P0 baseline