The CRM (Customer Relationship Management) module in HirePOS allows your business to track, follow up, and communicate with customers throughout the hire and sales process. This guide walks through each section of the CRM menu, explains what the features do, and includes practical examples to help you get the most out of your CRM tools.

The CRM module is designed to assist with outbound communication and record-keeping related to your customers. It includes tools to log notes, send emails or SMS, follow up on leads or jobs, and automate reminders.

It is not a replacement for advanced email thread tracking or AI-driven analytics. If you're looking for tools like conversation threading or sales pipelines, external CRM tools (e.g. HubSpot, Pipedrive) may complement your HirePOS setup.

The CRM menu is located in the main navigation bar and includes the following sections:

Create tasks with specific due dates, optionally recurring, and assign them to individual staff members.

• Use case: Schedule a reminder to call a customer about a pending quote next week.

• Linking: Can be linked to a customer, contact, and/or a specific sales record. If unlinked, it serves as a general business reminder.

Learn more about Reminders here:
https://docs.hirepos.com/en/articles/2331265

Record internal notes, summaries of customer conversations, or follow-up history.

• Use case: Log a phone call confirming delivery changes.

• Visibility: Notes appear in the CRM tab of the customer and are also visible in the global Notes list.

• Linking: Notes can be linked to a customer, a specific contact, and/or a sales record (e.g. quote, booking, invoice).

Learn more about CRM Notes here:
https://docs.hirepos.com/en/articles/2331329

Track prospective customers or opportunities before they become full customers.

• Use case: Add a lead from a trade show before quoting or invoicing.

• CRM Tools: You can create notes and reminders for leads even if no sales record exists.

• Conversion: Convert leads via Options > Convert Lead to Customer. Key contact and summary info transfers over.

• Use case: Track a journey from initial meeting, to quote, to successful invoice.

• Marketing Use: Leads can be exported for use in external marketing tools like MailChimp.

This section refers to the CRM > Quotes screen — a central place to track the status of all existing quotes.

• Statuses Tracked: Open, Expired, Declined, Accepted, Converted.

• Quote Expiry Field: Located in the Other tab of the quote or booking screen. This field drives expiry tracking in the CRM Quotes screen.

  • By default, expiry is internal-only.

  • A custom report template can expose it on customer-facing documents (custom request).

• Quote Creation: Quotes are created via Sales/Hire > Customer Overview > [Customer] > New Quote.

• Use case: View all quotes expiring soon, grouped by staff, for timely follow-up.

• Pro tip: Log decline reasons as CRM notes to help identify lost opportunities.

Send one-off emails outside of a sales record.

• Use case: Follow up on a conversation or send a personalised note.

• Logging: Entire email body is saved in the CRM notes.

Send one-off text messages to a customer.

• Use case: Quick notification about upcoming deliveries or returns.

• Integration: Requires SMS Express (ANZ) or Twilio (international).

• Logging: Full SMS is logged in CRM history.

Read the dedicated article on SMS here:
https://docs.hirepos.com/en/articles/2331713

Send bulk email or SMS messages based on filters.

• Use cases:

  • Notify all customers with items due over the Easter long weekend.

  • Find gear due back around holidays

  • Target overdue hires

  • Run proactive retention campaigns

• Available Filters: Return dates, invoice dates, customer category, branch, and more.

• Strategic Use: Combine with Auto Follow-Ups for layered communication (e.g. overdue gear + follow-up call).

Read more about bulk messages here:
https://docs.hirepos.com/en/articles/2331841

Automate reminder emails or SMS based on conditions like return dates or overdue invoices.

• Use case: Send a 5:00 AM overdue return reminder daily.

• Common Rules:

  • Equipment still on hire after return date.

  • Invoices overdue beyond payment terms.

• Template Setup: Configure via Setup > Preferences > Email Templates and Settings.

Find out more about auto-followups here:
https://docs.hirepos.com/en/articles/2332033

You can access CRM tools directly from:

• Customer Overview > CRM Tab

• Sales or Hire Record > CRM Tab

• Maintenance Record > CRM Tab

Entries created here are automatically linked to the relevant customer or record.

• Example: Logging a note from an invoice will link that note to both the customer and the invoice.

• Benefit: Maintains a full audit trail and improves team visibility.

• Global CRM menu: Not linked by default — choose what to link.

• Customer Overview: Auto-linked to customer.

• Sales Record: Auto-linked to customer and sales record.

• Contact Linking: You can also link CRM notes to individual contacts within a company.

If a user cannot see the CRM option in the main menu, it is typically related to their user permissions.

The Allow CRM permission must be enabled for a user to access the CRM module. This applies to both administrators and general users in HirePOS.

• General users: Cannot modify their own permissions. An administrator must enable Allow CRM for them.

• Administrators: Can enable or disable Allow CRM for themselves. Some may choose to disable it temporarily to simplify their interface, but they can always re-enable it as needed.

If a user does not have a matching staff record, the Allow CRM setting may not function properly — making the CRM menu permanently unavailable.

To fix this:

1. Go to Setup > Preferences > Users (bottom right of the Preferences screen).

2. Look for users showing a No Matching Staff badge.

3. Navigate to Setup > Staff and create a staff entry using the exact same email address as the affected user.

4. Once saved, the badge will disappear.

Once the staff linkage is in place:

1. Return to Setup > Preferences > Users.

2. Click the user's name.

3. Scroll to the Permissions section.

4. Enable Allow CRM.

5. Click Save.

The user may need to log out and log back in for the change to take effect.

• The CRM menu will appear in the top navigation.

• CRM options will also be visible in other parts of the system, including:

  • Customer Overview

  • Bookings & Invoices

  • Maintenance screens