Capture and allocate enquiries
Bring enquiries from connected forms and channels into a shared queue. Record their source, assign responsibility and make the next follow-up visible.
Twin CRM
Keep sales opportunities moving with clear ownership and follow-up.
Follow up opportunities before they go cold and carry the customer history into service. Twin CRM keeps enquiry ownership, conversations and next actions in one shared record, configured around your team.
The customer relationship
Turn an enquiry into work someone owns.
See who needs to respond, what the customer has already discussed and which action is due next. Your team can continue the relationship without rebuilding its history from inboxes and separate trackers.
- 01
Capture and assign
Record the enquiry and its source. Give it an owner and a clear next step.
- 02
Progress the relationship
Keep conversations, appointments and opportunity stages with the customer record.
- 03
Deliver and resolve
Connect the handover, service request and assigned work with the history behind them.
- 04
Continue the follow-up
See the outcome, outstanding actions and information needed for the next contact.
Client example
Sales and service at Mitsubishi Motors Vietnam
At Mitsubishi Motors Vietnam, sales staff followed dealer orders through CRM records linked to SAP DMS. Service teams used a separate CRM for bookings and workshop work, while owners could return to vehicle and service history in their app.
Read the Mitsubishi Motors Vietnam story
Start with a demonstration
See how your team could follow an enquiry through to service.
Bring one enquiry or service request that is hard to follow today. We can demonstrate ownership, customer history and the next action, then define the configuration, connections and rollout your team needs.
Request a Twin CRM demoThe request opens the CRM enquiry option, where you can email a short brief. A workflow outline is enough; live customer records are not needed.
What your proposal covers
- Software access and configuration
- Selected modules, users or usage basis, workflows, roles and reporting.
- Migration and system connections
- Data preparation, mapping, interfaces, validation and responsibilities.
- Additional development
- Any specialist functions or applications beyond the agreed product scope.
- Training and ongoing service
- Onboarding, rollout, support, maintenance and applicable commitments.
- External and operating costs
- Relevant messaging, third-party services, cloud use and ongoing charges.
Product capabilities
Built around the work your teams need to do.
Choose the customer tasks that matter, then configure the records, views and workflows to support them. Explore the core areas below.
Give every enquiry an owner and a next action.
When a customer contacts a different person or location, the relationship should continue from the existing record. Bring the relevant history into view and keep responsibility clear as work moves between teams.
Manage opportunities
Configure the sales stages and activities around the way your team manages the relationship. Keep appointments, notes and commercial discussions with the opportunity.
Keep the relationship in context
Connect contacts with the relevant organisation, property, project, vehicle or product. Give authorised teams a useful view of earlier conversations and work.
Make handovers easier
Keep the current owner, status and next action visible when an enquiry changes hands or moves from sales to service.
Keep the conversation connected to the customer.
Useful follow-up depends on context. Give teams a record of the conversation and configure communication around the stage of the relationship, the channels in use and the response required.
Retain conversation history
Bring relevant calls, email, messages, meetings and notes into the customer history through the agreed channels and connections.
Connect campaigns with team actions
Keep an enquiry’s source and response with the record, so staff can understand the interest and continue the conversation.
Configure reminders and messages
Use supported templates, parameters and automation for the agreed follow-up. Set the timing and the point at which a response needs personal attention.
Communicate with appropriate control
Define audience eligibility, preferences, access and sending limits for the selected services. Keep ongoing journeys in PangoCDP where the programme needs a wider customer-data role.
Carry the customer history into the work that follows.
A sale, installation or request for help can involve several people. Connect service records, assigned activity and progress so the next team can see the context and continue the work.
Organise cases and requests
Record the customer’s need, priority, owner and status. Configure routing and the information required to progress the request.
Coordinate the team
Use tasks, appointments and supported work views to see who is doing what. Keep outstanding actions visible across people and locations.
Support mobile and field work
Give authorised staff the customer context and assigned activity they need. Scope any specialist technician or customer application around the workflow.
Close the loop
Keep progress, completion and the next customer update with the relevant record. Connect external service outcomes where another system owns the work.
See where work is progressing and where it needs attention.
Use the same records that support daily work to review the pipeline, workload and service position. Agree what the measures mean so managers and frontline teams work from a consistent view.
Review sales and service
Use supported dashboards to examine enquiry sources, pipeline stages, salesperson activity and service status. Configure the views around the decisions your teams need to make.
Improve record quality
Agree required information, validation and ownership. Use the available duplicate-management controls and review incomplete records before they affect follow-up.
Control access by role
Define who can see, change and manage customer information. Configure permissions and relevant activity history around those responsibilities.
Connect wider reporting
Bring CRM information together with finance, operational or customer-data records where needed. Scope the data exchange and reporting beyond the product separately.
Available modules, communication services, views and controls are confirmed for the selected version and implementation scope.
Inside Twin CRM
See how customer work appears in the platform.
Explore the product screens, then bring your own workflow to a demonstration. Select an image to view it at its full available size.
Insights and analytics
Review enquiry status, source and salesperson activity from a shared reporting view.
View full image Lead capture
Review incoming enquiries and the information a team needs to assign the next action.
View full image Campaign management
Keep a campaign and its responses connected to the customer work that follows.
View full image Messaging automation
Configure message follow-up around an agreed event, timing and communication service.
View full image Contact history
See relevant customer conversations together before continuing the relationship.
View full image Lead communications
Carry the enquiry and conversation context between central and frontline teams.
View full image These screens contain historical or demonstration data. Appearance, terminology and functions vary by version, industry configuration and connected systems.
Industry fit
Shape the customer record around your business.
Real estate is the established product context. Automotive, customer service and after-sales delivery show how different relationships and operating systems influence the CRM workflow.
Real estate
Manage project and property enquiries, buyer relationships, sales stages and the handover to leasing or property operations. Twin CRM’s product roots are in property and customer management.
Explore property and real estateAutomotive
Connect enquiries with manufacturer and dealer teams, vehicle ownership and service follow-up. Define the required exchanges with the dealer management system.
Explore automotive and dealer networksRetail and after-sales
Keep customer requests, product ownership and service activity connected. Add the field workflow, customer application or customer-data journey the programme needs.
Explore retail and consumer productsConsidering another customer workflow?
Education enquiries, spa and beauty appointments, and suitable non-clinical pharmaceutical relationships can be assessed as configuration requirements. We demonstrate the relevant functions and define any additional work before proposing a rollout.
Relevant delivery experience
See how customer records support the work after an enquiry.
The Mitsubishi example above shows dealer sales and service. These projects show other customer and operational workflows delivered by Twin.
Residential leasing
Sơn Kim Land
Leasing staff could check unit availability, progress enquiries and keep reservations and agreements with the unit record in RIO Leasing CRM.
See the leasing workflowCustomer service and field work
Unilever Pureit
For Unilever’s Pureit operation in Vietnam, staff assigned service jobs to technicians and received progress and completion updates back into the customer-service record.
Read the Pureit storyProperty platforms
Phú Mỹ Hưng
Buyers could search property information and submit enquiries while internal teams maintained the listings and content behind the web and mobile experience.
See property discovery and enquiriesConsumer applications
KAO and Merries Baby Club
Members could return to points, rewards, offers and baby-care content in the Twin-built Merries Baby Club application.
Read the Merries Baby Club storyClient references
CRM work and related customer projects
Explore sales and service CRM, leasing, historical CRM and related customer projects. The first ten references are shown below; select a logo for the documented scope.
Sales and service CRM
Sales-event unit allocation
Property and real estate
Merries Baby Club loyalty app
RIO Leasing CRM
Property platform and sales-event CRM
Historical Pureit service CRM
Historical CRM and O2O
Real estate CRM
Property and real estate
More property and customer-platform references
Explore wider client work, including property projects and customer applications.
Property and real estate
Property and real estate
Alpha King
An Gia
Citihome
Dat Phuong Nam
DKR
DNDL International
Gia Phuc Real
Green Hill
Hung Loc Phat Group
Lavender by Chang
Nam Hung Land
Nasaland
Phuc Khang Corporation
Refico
Sadoreal
Seareal
Todd's Realty
TTG Holding (Trung Thuy Group)
VUS — The English Center
Xuan Mai Corp
CRM and customer data
Connect customer insight with the team’s next action.
Use customer activity to decide who needs a message, and a CRM record to give a person responsibility for the response. PangoCDP can support profiles, audiences and automated journeys; Twin CRM manages sales and service work. Either can be used independently.
A programme to consider
From participation to personal follow-up
- A customer submits a request or campaign response.
- PangoCDP applies the agreed audience and follow-up rules.
- Work needing a conversation reaches Twin CRM or your existing CRM, where a person progresses it and records the outcome.
This is an implementation pattern. The experience, identifiers and system exchanges are scoped for the programme.
Explore customer engagementConfiguration and delivery
Make the platform fit the workflow and the systems around it.
Start with the team, the customer lifecycle and the records already in use. We identify what can be configured, what needs to connect and where additional engineering adds value.
Configure
Shape the agreed fields, stages, forms, roles, permissions, views and reports around your customer work.
Integrate
Connect the required business systems. Define record ownership, identifiers, update timing and how the team handles a failed exchange.
Extend
Develop a distinctive workflow, application or reporting function where the selected product does not already meet the need.
Prepare and support
Validate migrated records, test complete workflows and train the team. Agree rollout, support and ongoing maintenance responsibilities.
Twin CRM questions
Fit, implementation and ongoing use.
Understand the product fit, how rollout works and what ongoing use involves.
What your demo and proposal coverHow do we know whether Twin CRM fits our business?
Start with the customer workflow you need to improve. In a demonstration, we can work through enquiry ownership, customer history, sales or service activity and the reports your team needs. We then identify the configuration, connections and any additional development required.
Can we start with one team or workflow?
A focused deployment can be scoped around an agreed team, location or customer process. Review the data, responsibilities and handovers first, then define what the initial rollout includes and how it can be extended.
Can you bring across our existing customer records?
Migration is scoped after reviewing the source records and their quality. The delivery plan defines field mapping, cleansing responsibilities, duplicate handling, validation and the checks needed before the team starts using the data.
Can Twin CRM connect to our current systems?
We assess the available interfaces and agree the records each system owns. Connections may involve websites, forms, mobile applications, email and messaging services, finance, ERP, DMS, PangoCDP or reporting. The proposal identifies supported product connections and any integration engineering needed.
What can be configured and what needs development?
Configuration can shape the agreed fields, stages, forms, roles, permissions, views and workflows. Integration connects another system. Additional development covers a distinctive process or application that the selected product functions do not already provide.
Does every CRM project need PangoCDP?
Twin CRM can be used independently. PangoCDP is relevant when customer information from several sources needs to support profiles, audiences and automated journeys. It can work alongside Twin CRM or an existing CRM, with the required exchanges defined for the programme.
How are training and ongoing support arranged?
We agree onboarding and training around the people using and managing the platform. The proposal defines the support route, service hours, maintenance and any specific response or availability commitments. These arrangements are confirmed for the deployment.
Talk to Twin
Put your next customer handover to the test.
Tell us where ownership or follow-up gets lost. We can use that example to plan a demonstration and a useful first deployment.