In-depth CRM training

How Entralon’s CRM Helps You Manage Clients, Sales, and Success

Entralon’s Customer Relationship Management (CRM) system is more than just a tool—it’s the control centre for your entire sales journey. From capturing new leads to tracking deals, appointments, and commission stages, our CRM keeps everything organized so you never miss a beat.

In this module, you’ll learn how to work with leads, update deal progress, communicate through CRM, and use built-in workflows that make your job easier.

What is CRM?

Customer relationship management (CRM) is a technology for managing all of your company's relationships and interactions with customers. The goal is simple: Improve business relationships to grow your business.

Developer's portal:

Developers from different countries can list and promote their own real estate within Entralon, earning reputation in the process. Our platform enables developers to manage the entire sales process and receive the latest analytical data.

Agent's Portal:

Register the LEAD and observe the whole sales process. Our Sales Negotiators can do some certain tasks on behalf of us, and we can track their activities.

Main Terms

What is a LEAD?

Lead is an individual or organization with an interest in what you are selling => information about any commercial interest.

What is a CONTACT?

A contact is your point of communication. Contacts are generally qualified individuals.

What is a DEAL?

Deal = opportunity to sell your products or services. The final deal stage is closed (won or lost).

Lead Lifecycle:

Every client starts as a lead, and the CRM helps you follow a clear path from first contact to qualified buyer.

Step 1

Backoffice's (Marketing's) responsibilities:

Stage 1 – New Lead Status: Lead has entered the CRM and is unassigned. No action has been taken yet.

Next Step: Assign to Salesperson

Stage 2 – Prequalified Status: Lead has been assigned, but initial contact has not been made.

Next Step: Initiate First Contact

Step 2

Sales team's responsibilities:

• New Lead Received – Unassigned and untouched. Your goal? Respond fast.

• Assigned to Manager – As soon as it's yours, contact them—ideally within 1 hour.

• Attempt to Contact – If they don’t respond right away, schedule a follow-up.

• Sales Qualification – Gather details like budget, location, number of bedrooms, and financing type.

• Once qualified, create a new Contact and Deal.

Not all leads move forward. Some may be postponed or disqualified, but every decision should be logged properly.

Deal Lifecycle:

1. When you qualify a LEAD as GOOD, DEAL and Contact are created.

2. Choose the right pipeline for your DEAL: country of purchase or service, HNWI if applicable, right budget, prospect in case it is a hot deal.

3. Proceed the Deal development through pipeline stages. Successfully close deal as won at the end or as lost at any stage.

4. If you have lost the Deal, add reasons.If you have won the Deal, add all of the final details - property, price, commission.

5. Proceed with commission process in case success.

   
   

Deal Stages:

When a lead becomes promising, it’s time to manage the deal. Each deal moves through key stages:

At each step, log activities, leave comments, and schedule tasks—this creates transparency and accountability.

Qualified

That is a new deal that you can work with. Once you know which projects you can send a client you change the stage -> SEARCH. You should always leave a task for yourself as a reminder at any stage.

Search

Keep you deal at this stage until you arrange a viewing. Don't forget to leave comments about each project that you sent. Any feedback from the client should be saved as well.

Viewing

• Make sure that your client has been registered with a developer.

• Arrange a viewing with the developer.

• Send a customer a viewing confirmation with all of the details (date, time, location).

• Create a viewing in CRM.

• Add your viewing in the company calendar.

Offer and Reservation

Once the offer is received, create a QUOTE General where you can add all of the details of that deal.

There are 3 stages of an offer:

• Offer has been sent (not approved yet)

• Offer has been accepted (once you have a reply from the developer)

• Reservation paid (once your customer paid a reservation fee)

Finance and Legal Work

After the reservation fee is paid, the client should instruct their solicitor and contact a broker. Once all legal and financial checks are done, the solicitor will inform your client about the exchange. Usually this process takes 4-6 weeks. During this time, you should always be in touch with your client to be sure that everything is going ahead. Do not forget to change the stage in CRM. Keep the deal at FINANCE & LEGAL WORK stage until exchange happens.

Exchange Date

Once the client has had an exchange and deposit has been paid, change the stage ->EXCHANGE. After this you should contact a CRM manager to raise an invoice (50%).

Completion

Once the project is completed, your client will have to pay the rest of the amount, get a key and move in. When this happens, change the stage -> Close deal and it will be moved to another funnel UK COMPLETION. Contact a CRM manager to raise another invoice (50%).

Postponed Deals

Change the stage to POSTPONED, if you want to put your deal on hold.

Here are Entralon’s top 10 CRM rules.

Keep them posted near your desk:

1️⃣ Keep CRM open at all times. Your CRM is your central hub—treat it like your daily dashboard.

2️⃣ Use CRM as your script. Follow its structure during calls and meetings for consistency and compliance.

3️⃣ Make first contact on the same day. Timely outreach shows professionalism and builds trust.

4️⃣ Complete qualification within 3 working days. Don’t let leads go cold. Speed matters in conversion.

5️⃣ After qualifying a lead as “good,” immediately create a Deal and Contact. This step ensures proper tracking and handover.

6️⃣ Document every action with a comment. Whether it’s a call, email, or meeting—record it.

7️⃣ Avoid “forgotten” entities. Every lead, deal, contact, and company should be accounted for.

8️⃣ Create Contacts for all individual business links. No loose ends—every stakeholder deserves a profile.

9️⃣ Create Companies for all organizational links and connect them to their Contacts. Map relationships clearly for full visibility.

🔟 Always provide full and detailed information. The more context, the better decisions we make.

Following these rules keeps deals moving, protects your pipeline, and helps everyone do their job better.

Final Thoughts

CRM isn’t just a software—it’s the foundation of every sale. With the right structure, your conversations stay organized, your tasks stay clear, and your clients feel like they’re always supported.

Next up: let’s learn the essential terms behind your work. In Module 10, we’ll explore real estate terminology so you can speak with clarity and confidence in every deal.