Service Business Knowledge Base

Comprehensive documentation for Sales, CRM, Contracts, and Service Operations

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Sales & CRM
Contracts
Operations
Best Practices

Service Business Suite - Knowledge Base

Overview

The Service Business Suite provides comprehensive tools for service-oriented businesses including digital agencies, consultancies, IT service providers, and professional services firms. It covers the entire client lifecycle from initial enquiry to contract completion and renewal.

Module Components

1. Sales & CRM

Service Enquiries

  • Purpose: Capture and track potential business opportunities
  • Workflow: New → Contacted → Qualified → Proposal Sent → Negotiation → Won/Lost
  • Key Features:
    • Lead source tracking (Website, Referral, Social Media, Cold Call, Email, Exhibition, Partner)
    • Requirement type classification (Website, Mobile App, SEO, Social Media, Digital Marketing, etc.)
    • Budget estimation and currency support
    • Follow-up scheduling with notes
    • Conversion to customer and quotation

Service Estimations

  • Purpose: Calculate project costs and proposed pricing
  • Components:
    • Man-hours calculation
    • Labor, material, and third-party costs
    • Overhead and markup percentages
    • Margin analysis
    • Line-item breakdown by category

Service Quotations

  • Purpose: Formal proposals to clients
  • Features:
    • Version control for revisions
    • Multiple pricing types (Fixed Cost, Hourly, Monthly Retainer, Milestone, Per Unit)
    • Tax calculation integration
    • Terms and conditions templates
    • Validity period tracking
    • Conversion to contract

2. Contracts & Retainers

Contract Types

Type Description Use Case
One-Time Single project engagement Website development, one-off campaigns
AMC Annual Maintenance Contract Ongoing support and maintenance
Retainer Monthly service allocation Marketing, content creation
SLA Service Level Agreement IT support, guaranteed response times
Subscription Recurring service access Software licenses, hosted services

Contract Lifecycle

  1. Draft: Initial creation from quotation or manually
  2. Active: Work in progress, billing enabled
  3. On Hold: Temporarily paused (client request, payment issues)
  4. Completed: All deliverables fulfilled
  5. Cancelled: Terminated before completion
  6. Expired: Passed end date without renewal
  7. Renewed: Extended with new terms

Auto-Renewal

  • Configure renewal notice period (default: 30 days)
  • Automatic alerts before expiry
  • Renewal history tracking
  • Updated terms and pricing on renewal

Billing Frequencies

  • One-Time
  • Weekly
  • Monthly
  • Quarterly
  • Half-Yearly
  • Yearly

3. Service Operations

Task Logs

  • Purpose: Track work performed on contracts
  • Features:
    • Billable vs non-billable hours
    • Task status tracking (Pending, In Progress, Completed, On Hold, Cancelled)
    • Priority levels (Low, Medium, High, Urgent)
    • Time entry with descriptions
    • Association with contracts and team members

Campaign Manager

  • Purpose: Digital marketing campaign tracking

  • Supported Platforms:

    • Instagram
    • Facebook
    • Twitter/X
    • LinkedIn
    • YouTube
    • TikTok
    • Pinterest
    • Google Ads
    • Meta Ads
    • Website

  • Content Types:

    • Posts
    • Reels
    • Stories
    • Videos
    • Blogs
    • Infographics
    • Carousels
    • Ads
    • Emails

  • KPI Tracking:

    • Reach and impressions
    • Engagement rates
    • Click-through rates
    • Conversions
    • Cost per acquisition
    • Return on ad spend

Client Reports

  • Purpose: Periodic performance reporting to clients

  • Report Types:

    • Weekly summaries
    • Monthly comprehensive reports
    • Quarterly reviews
    • Custom period analysis

  • Components:

    • Executive summary
    • KPI dashboards
    • Platform-specific metrics
    • Content performance
    • Before/after comparisons
    • Recommendations

4. Finance Integration

AR Integration

  • Seamless connection with Accounts Receivable
  • Invoice generation from contracts
  • Receipt processing
  • Outstanding balance tracking

TDS Support

  • Tax Deducted at Source handling
  • Certificate tracking
  • Compliance reporting

Best Practices

Lead Management

  1. Respond to enquiries within 24 hours
  2. Document all follow-up activities
  3. Set realistic follow-up reminders
  4. Qualify leads before detailed estimation

Quotation Process

  1. Use estimations to build accurate quotes
  2. Include clear scope and exclusions
  3. Set appropriate validity periods
  4. Track sent quotations for follow-up

Contract Management

  1. Set up auto-renewal alerts
  2. Review contracts before expiry
  3. Maintain billing schedule accuracy
  4. Document scope changes

Task Tracking

  1. Log time daily for accuracy
  2. Mark billable vs non-billable clearly
  3. Update task status promptly
  4. Link tasks to correct contracts

Campaign Reporting

  1. Define KPIs before campaign start
  2. Track metrics consistently
  3. Generate regular client reports
  4. Document learnings and optimizations

Reports Available

Sales Pipeline

  • Enquiry funnel visualization
  • Stage conversion rates
  • Average deal value by source
  • Win/loss analysis

Revenue Analysis

  • Contract value by type
  • Recurring revenue trends
  • Client concentration
  • Revenue by service category

Utilization Report

  • Billable hours by team member
  • Utilization rates
  • Non-billable time analysis
  • Capacity planning data

Contract Reports

  • Active contracts summary
  • Expiring contracts list
  • Renewal rate tracking
  • Contract value trends

Workflow Diagrams

Sales Flow

Enquiry → Follow-up → Estimation → Quotation → Contract → Invoice → Receipt

Campaign Flow

Campaign Brief → Content Creation → Publishing → Monitoring → Reporting

Billing Flow

Contract Active → Billing Date → Invoice Generated → Payment Received → Next Cycle

Tips for Success

  1. Regular Pipeline Reviews: Weekly review of all active enquiries and quotations
  2. Proactive Renewals: Contact clients at least 30 days before contract expiry
  3. Accurate Time Tracking: Ensure team logs hours daily for billing accuracy
  4. Client Communication: Send regular reports even when not contractually required
  5. Scope Documentation: Clear scope prevents scope creep and disputes

Keyboard Shortcuts

Action Shortcut
New Enquiry Ctrl + Shift + E
New Quotation Ctrl + Shift + Q
Search Ctrl + K
Save Ctrl + S

Common Questions

Q: How do I convert an enquiry to a quotation? A: Open the enquiry, click "Convert to Quotation" button. The system will carry over customer details and requirements.

Q: Can I revise a sent quotation? A: Yes, create a new version using "Revise" button. The system maintains version history.

Q: How are recurring invoices generated? A: Set up billing frequency and day on the contract. The system auto-generates invoices on schedule.

Q: How do I track campaign ROI? A: Enter campaign costs in Campaign Manager. The system calculates ROI based on tracked conversions.

Q: Can I customize client reports? A: Yes, select specific metrics and date ranges when generating reports.
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