ISO9001:2015 for Sales Department using Software CRM solution

In this article we will look at how you can upgrade your CRM solution to comply to ISO9001. The target is having a CRM system that will comply to ISO9001. No need to have a separate paper forms and paper files and files to comply to ISO9001 requirements. You may have experienced the pain of making the various forms in order to comply.

Typical CRM system would have the following modules. They are operational in natura and may be a lot more than what ISO requires:

1. Leads management
2. Account management
3. Sales KPI management
4. Automated Sales Process Flow
5. Pricebook
6. Inventory Management
7. Meetings
8. E-mails, SMS
9. Point of Sales

What we need to add to comply to ISO9001 are:

1. Make sure there is approval process flow for tenders. Add check list of things to do during tenders. For example, you have read the requirements and understood, you have done the compliance list etc. You should also keep all related correspondences including emails and minutes of meetings.
2. Once the tender won by your company, you need to have handover to the project department or the engineering department. Make the handover list and do the process approval. The project department must accept the handover and the related documents.
3. You also need to have some idea on your customer satisfaction. Do some survey to get the feedback. You can make this together with the HR department.

You may use this article to re-visit your ISO9001:2015 in order to get familiar with the clauses.