What are the processes for managing branches in the CRM?

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I want to manage branch-wise customer service and relationships. For example, I have branch A, branch B and branch C. If a customer wants to get support and that customer belongs to branch A, then a branch A support executive will provide the support, not other branches at this level. I want the segregation of customer and client data. Please let me know the steps I should take to do this.

When creating a user from the admin panel, there is an option in the user type field: “Partner User.” Can this solve it?

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There are a couple of questions before I answer the question. Partner user is diff concept.

  1. how customers are going to register a ticket into CRM?
  2. Why do you need this kind of structure? What is the purpose
  3. how you are going to analyze this?
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1. how customers are going to register a ticket into CRM?
Ans- No, we will not provide them with CRM. The customer will raise the issue by Call, Email or Website.

2. Why do you need this kind of structure? What is the purpose
Ans- We have a team in every branch who will look after the support or renewal of the customers related to their branch. I do not want that their customers should be supported or renewed by other branches and it will be correct for reporting purposes also. But every branch should report to the head branch for reporting & revenue purposes.

3. how you are going to analyze this?
Ans- If customers are divided with the branch team then we will get an analysis too.

I would request you guide the process. My purpose is I don’t want our other branch data to see other branch users

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Hi Sanjay, for my understanding I am rephrasing your requirement as below, do let me know if I’ve understood it correctly.

  1. You have 3 teams, A, B and C in 3 different locations.
  2. Customers belonging to Branch A should be visible only to team members of branch A so if any support is requested by that customer, the user belonging to Branch A can support that customer.

If this is what you want to achieve, I would suggest you first of all include branch as a part of your user profile, so each user branch is known.

Next you need to have some way of automation so that whenever any new records be it account, contact, lead etc. created in CRM, the branch from the record owner gets copied in the record. This will help you find the branch wise customer segregation required. This automation can be achieved via workflow.

For the existing records, one time update will be required to add branch in the records.

Now, if you don’t want customers belonging to Branch A be visible to Branch B or C, then you need to have team concept implemented, either you can have hierarchy wise private teams setup so the data is visible in the hierarchy order or you can have the custom teams created Branch A, Branch B and Branch C, and have these teams added as default teams in all members and have workflow setup to add these teams in the records when any new record is assigned to them.

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