CRM, Projects & Service
The work around and after the sale — pipeline, billable projects, tickets and equipment under contract.
The relationship with a customer does not stop at the invoice, and it rarely lives in one department. The same company is a lead to sales, a job to the workshop, a ticket to support and a debtor to finance — and when those are four systems, nobody can answer the only question that matters: is this customer worth what they cost us. In Nama they are one record. The opportunity that was won becomes the machine that is under maintenance, the ticket that is open against it and the balance that is overdue, and each of those is visible from the others.
What CRM, Projects & Service covers
4 modules, licensed together or separately.
- Sales Pipeline — Leads, Potentials and the Work That Moves Them Leads, potentials, calls and visits — the pipeline on the customer record itself.
- Support Desk — Complaints, Tickets and What the Cover Says Complaints, tickets, technician hours and the contract or warranty that covers them.
- Equipment Maintenance — Machines Under Contract, Visit by Visit Machines under contract: work plans, orders, executions and the invoice that follows.
- Project Management — Billable Hours, Not Guesswork Billable hours: tasks, timesheets, an approval, and an invoice that collects them.
How it works together
Three modules, one customer. The value is in the handovers, because that is where customer relationships are usually lost.
- Attract. Campaigns and marketing activity generate leads, with their cost recorded against the campaign that produced them.
- Qualify. Leads become opportunities in a pipeline, with the activities, quotations and questionnaires that moved them along attached.
- Win. The opportunity becomes an order — in the same system, against the same customer, with no re-entry. If the work is a construction job it becomes a contracting project; if what you sell is professional time, it becomes a managed project with its tasks already populated. Either way the costing happens there and not on CRM’s Project record, which does not do it and does not pretend to.
- Serve. Support tickets, service-centre jobs and scheduled maintenance run against the equipment and the contract they belong to.
- Renew. All of that history is on one customer record, which is what makes a renewal conversation a review rather than a guess.
One caveat worth stating on the way past: the pipeline half and the equipment-maintenance half of CRM are separate products that share a menu. A support ticket cannot be raised against a machine on the maintenance register, and each half keeps its own warranties and its own contracts. Choose the half your business runs on and set that one up properly.
Built for how the region actually works
After-sales service is a bigger part of the business here than the sales cycle usually admits. Distributors carry the maintenance obligation for equipment they imported, dealerships run workshops for cars they did not sell, and contractors carry defect-liability periods long after handover. That is why service centres and the maintenance cycle sit inside this family rather than being sold as a separate product. The whole thing runs in Arabic — a ticket, a maintenance order and a service report all render right-to-left — and it reads the same customer balance the finance team is chasing, so a support engineer knows before the visit whether the account is on hold.
Every screen, field and setting is documented in full.
Read the documentation →Good question — already answered
Is there a portal customers can log into?
No, and it is worth being clear about it: customers cannot log in to see or raise their own tickets. What exists is document delivery — a link that generates and serves a customer their invoice or receipt on demand, without an account. If self-service matters to your process, plan it as an integration against the REST API rather than as a feature you will find in the product.
Can we track service level agreements on support tickets?
A ticket records severity, an expected date and an estimated fix period, and its executions record the hours actually spent — but nothing in CRM watches a clock, escalates or warns on a breach. If you need SLA alerting, it is built on the platform's notification engine and entity flows rather than being a CRM feature.
Does it handle equipment under maintenance contracts?
Yes. The maintenance cycle covers machines and equipment with their own service history, which is the CRM capability most often missed on this site because it never had a page of its own.
Can project costs be tracked against a budget?
Cost yes, budget no — and not on CRM's own Project record, which holds a name and a reference and nothing that runs. Cost is tracked in three places depending on the work: [contracting](/en/industries/contracting/) for a job with a bill of quantities, extracts, subcontractors and retention; the service centre for a job order accumulating parts and labour; and [project management](/en/solutions/project-management/) for a firm billing professional hours. None of the three enforces a budget — no document blocks an overrun — so treat an estimate as a figure to compare against, not a limit the system will hold.
Do campaigns show what they returned?
Campaign activity and cost are tracked against the campaign. Note that Nama does not automatically compare a marketing plan against actual activity — targets and activities are recorded, and the comparison is a report you run rather than an automation that runs itself.
Companies already running Nama ERP
Our biggest problem before was that none of the data could be linked together — accounts, sales invoicing, the warehouse, inventory and HR could not be tied together at the press of a single button. Retrieving data in Namasoft is also dramatically faster; the sheer volume of data does not affect how easily you can extract it or work with the system.
Get started with Nama today
Tell us how your business runs and we will show you how Nama ERP fits it — in your language, on your infrastructure.