User Guide

NAVAC CRM Operating Manual

Set up in five minutes, then do each job by following the steps. If something goes wrong, the fix is in the last section.

3 prerequisites8 how-tos8 fixes

Start

First-run setup

How to

Add and assign a lead
Import contacts
Advance a deal
Notes and follow-ups
Reassign a lead
Mark a deal Won
Read the forecast
Work from a phone

Fix it

If something goes wrong
Need help?

Before you start · 0 to 5 minutes

First-run setup

Five minutes, once. After this you can add a lead, move a deal and log a call without help.

You need

An invitation email from your NAVAC BMS administrator, or the owner login if you set the account up.
A browser on desktop or phone. No installation is needed.
Your login at bms.navac.co.ke. Passwords are set from the invitation link.

Check your account

Look for your name at the top right after signing in. If it shows someone else, sign out and use your own invitation.
Open CRM from the main menu. If the CRM item is missing, your role does not include it. See Troubleshooting: "I cannot open the CRM".
Open Pipeline. You should see six columns: New Lead, Contacted, Qualified, Proposal, Negotiation, Won. Empty columns are normal on a new account.

Three steps to your first working deal

01
Add one lead
Click New Lead, enter a name and a phone number, save. It appears in the New Lead column with you as owner.
02
Move it one stage
Drag the card from New Lead to Contacted. The card keeps its owner and its win probability changes from 10% to 25%.
03
Log the first call
Open the card, add a note about the call, set a next action and a date. Close the card. The note is on the timeline and the date shows on the card.

How to

How to add and assign a lead

When

A call, WhatsApp message or referral comes in and nobody has recorded it yet.

Steps

1Open CRM and click New Lead.
2Enter the name and at least one way to reach them: phone or email. Add organisation, KRA PIN and source if you have them.
3Choose the owner. It defaults to you. Pick a colleague if they will run the conversation.
4Click Save.

Expected result

A card appears in the New Lead column showing the lead name, the owner and a 10% win probability. The owner can see it in their own pipeline view immediately.

Watch out

A lead cannot be saved without an owner. If Save does nothing, check that the owner field is filled.

Tip

Record the source every time. Filtering by source later is how you learn which channels bring deals that close.

How to

How to import existing contacts

When

You have contacts, organisations or leads in a spreadsheet and do not want to type them in one by one.

Steps

1In CRM, click Import.
2Download the template, paste your data into its columns and save the file as CSV.
3Upload the file. The importer reads it row by row and shows a preview.
4Review rows flagged as likely duplicates. Untick any you do not want created.
5Confirm the import.

Expected result

Each accepted row becomes a record. Imported leads land in New Lead with you as owner unless the file names a different owner.

Watch out

Rows with no name and no phone or email are rejected. Fix them in the file and import again; only the corrected rows are added.

How to

How to advance a deal across pipeline stages

When

Something happened: you made contact, sent a proposal, or started negotiating, and the card is still in the old column.

Steps

1Open Pipeline.
2Find the card. Use the owner or stage filter at the top if the board is busy.
3Drag the card into the next column. On a phone, open the card and choose the stage from the Stage field instead.
4If the deal value or expected close date has changed, open the card and update them.

Expected result

The card sits in the new column and its probability updates on its own: New Lead 10%, Contacted 25%, Qualified 45%, Proposal 65%, Negotiation 80%, Won 100%. The forecast changes at the same moment.

Tip

Stages only move forward when the customer has actually done the thing. "Proposal" means they have received it, not that you plan to send one.

How to

How to log notes and schedule follow-ups

When

You just spoke to the customer, or you know what has to happen next and when.

Steps

1Open the lead or deal card.
2In the activity area, add a note. Write what was said and what was agreed.
3Set Next action to a short instruction, for example "Send revised quote".
4Set the date for that action.
5Save.

Expected result

The note appears on the record timeline with your name and the time. The next action and its date show on the card in the pipeline. The last-touched date updates.

Watch out

A card with no next action is invisible to everyone covering for you. Set one before you close the card, even if it is "Call back Monday".

How to

How to reassign a lead or cover for a colleague

When

Someone is away, has left, or the deal belongs with a different person.

Steps

1Open the card.
2Change the Owner field to the new person.
3Add a note saying why, so the history explains the handover.
4Save.

Expected result

The card shows the new owner. It leaves the previous owner’s filtered view and appears in the new owner’s. The timeline, notes and next action all stay with the record.

Tip

Managers can filter Pipeline by owner and reassign several cards in a row when someone goes on leave.

How to

How to mark a deal Won

When

The customer has said yes.

Steps

1Open Pipeline and drag the card into the Won column, or open the card and set Stage to Won.
2Confirm the deal value is the final agreed figure.
3Save.

Expected result

The lead becomes a client, a project opens and a quotation starts automatically. The full timeline travels with the record into Projects, Invoicing and Payments. The deal counts at 100% in the forecast.

Watch out

Won triggers the rest of NAVAC BMS. Only move a card to Won when the customer has agreed, not when you expect them to.

How to

How to read the forecast and filter the pipeline

When

You need to know what is likely to close, what one person is carrying, or what is stuck.

Steps

1Open the pipeline overview.
2Read the total. It is every open deal’s value multiplied by its stage probability, added up.
3Filter by owner to see one person’s deals, or by stage to see everything at, for example, Negotiation.
4Sort or scan by last-touched date to find deals that have gone quiet.

Expected result

The figure you see is built from the cards on the board right now. There is nothing to refresh or export. If a card moves, the number moves.

Tip

A card that has not been touched in two weeks at Proposal is the first thing to chase. Ask the owner what the next action is.

How to

How to work from a phone

When

You are with a customer or between meetings and need to update a deal now.

Steps

1Open bms.navac.co.ke in your phone browser and sign in.
2Open CRM, then Pipeline. Columns stack vertically; scroll to find the stage.
3Open a card to log a note, set a next action or change the stage from the Stage field.
4Save.

Expected result

The change is visible to the whole team as soon as you save. Nothing waits for you to get back to a desk.

Tip

Add the site to your phone’s home screen from the browser menu so it opens like an app.

Self-service fixes

If something goes wrong

Find your symptom, check what it says to look for, then apply the fix. Most of these take under a minute and need no support call.

I cannot open the CRM, or I see "You do not have permission".

Look for: Look at the main menu. If CRM is missing, or opens to a permission message, your role does not include CRM access.
Fix: Ask your NAVAC BMS administrator to add the CRM role to your user. Sign out and back in after they confirm. You do not need a new account.

A lead I added is not in the pipeline.

Look for: Check the filters at the top of Pipeline. A filter set to another owner or a single stage hides everything else. Then check the New Lead column, including below the fold.
Fix: Clear all filters. If the lead is still missing, search for it by name. If it exists but has no stage, open it and set Stage to New Lead. If search finds nothing, it was not saved: add it again and make sure Save completes.

A card shows no owner, or Save is blocked when I add a lead.

Look for: Look for the owner name on the card or in the Owner field. Every lead needs one; the form will not save without it.
Fix: Open the card, set Owner to yourself or the right colleague, save. For imported records with no owner, filter by "no owner" if available, or open each card and assign.

A deal is not in any column, or its probability looks wrong.

Look for: Open the card and look at the Stage field. It must be one of the six stages. Probability is fixed per stage and cannot be typed in.
Fix: Set Stage to the correct one and save. The probability corrects itself. If you believe the stage list is different from the six shown here, ask your administrator; stages are not edited per user.

My import stopped, or fewer rows came in than the file has.

Look for: Read the preview list. Rejected rows are marked with the reason: missing name, missing contact details, or a duplicate you unticked.
Fix: Fix the flagged rows in the CSV, keep only those rows in the file, and import again. Already-imported rows are not created twice; the duplicate check catches them.

The forecast does not match what I expect.

Look for: The total is value multiplied by stage probability. A KES 100,000 deal at Proposal counts as 65,000. Check for cards with no value, and for filters that limit the view.
Fix: Open each card with a blank value and set it. Clear filters to see the whole team. If a Won deal is missing, confirm it was actually moved to Won and not left at Negotiation.

I cannot drag a card on my phone.

Look for: Drag and drop is a desktop interaction. On a phone the board scrolls instead.
Fix: Open the card and change the Stage field. It has the same effect as dragging.

I cannot sign in.

Look for: Check the address is bms.navac.co.ke and that you are using the email your invitation was sent to.
Fix: Use "Forgot password" on the sign-in page to set a new one. If the invitation has expired, ask your administrator to send it again.

Still stuck?

If the fix above did not work, send us the symptom and what you tried. Your NAVAC Product Engineer will reply with the next step.

info@navac.co.ke