Cloud CRM

The Cloud CRM is the operational backbone of the Merchant Protocol platform. It's a web-based application designed for business owners, office managers, and dispatchers at contracting and tradesmen businesses. Everything that happens in the business — leads, jobs, crew, invoices, customer conversations — flows through the CRM and is visible from a single interface.

The system is built around the job lifecycle. A potential customer fills out a web form, becomes a Contact, gets converted to a Project, moves through a status pipeline from Lead to Invoiced, and along the way generates estimates, scheduled appointments, crew assignments, photos, and invoices — all linked together and visible from every relevant record. AI automation handles the repetitive parts: transcribing calls, writing follow-up messages, extracting job details from texts, and sending payment reminders without anyone on your team having to remember.

Unlike generic CRMs adapted for trades, the Cloud CRM understands the language of the work — phases, job costing, crew certification tracking, permit requirements, before/after documentation, and the reality that most field techs aren't going to type notes into a web form after a 10-hour day.

Core Modules

Module	Purpose
Dashboard	Today's jobs, metrics, crew positions, quick actions
Contacts	Customer records, history, communication timeline
Projects	Job lifecycle management from lead to final invoice
Project Timeline	Gantt-style scheduling view with drag-to-reschedule
Invoices & Payments	Invoice creation, online payment collection, reminders
Job Costing	Labor, materials, and margin tracking per job
Conversations	Unified SMS, email, and internal note inbox
Reporting & Analytics	Revenue, conversion, retention, and crew utilization reports
Crew Management	Technician records, schedules, certifications, permissions
Crew Map	Live GPS map of all field staff and job sites
GPS & Time Tracking	Geofence check-in/out, time logs, mileage, payroll export
Camera & Field Capture	Field photos and video attached to job records
Zero Data Entry	AI features that eliminate manual input for field staff
Review Funnel	Automated post-job review requests and testimonial capture
Video Pipeline	Auto-generated before/after reels and social content
Referral Program	Customer referral tracking, rewards, and automation

User Roles

The Cloud CRM supports role-based access. Common roles include:

• Owner / Admin — Full access to all modules, settings, billing, and reporting
• Office Manager — Full operational access; no billing or account settings
• Dispatcher — Schedule, crew assignment, and job status; no financial data
• Estimator — Contacts, projects, and estimates; read-only on invoices
• Field Tech — Mobile App only; limited CRM read access for own jobs

Roles and permissions are configured in Team Access.

Data Architecture

Every record in the CRM belongs to the same hierarchy:

Account (your business)
└── Contact (customer)
    └── Project (job)
        ├── Estimates
        ├── Invoices
        ├── Schedule Events
        ├── Crew Assignments
        ├── Photos / Videos
        └── Conversations

This means you can start anywhere — open a contact and see every job, open a job and see every invoice and photo, open an invoice and trace it back to the original lead source.