CRM Overview & Guide

LMN CRM is LMN’s customer relationship hub for managing both new leads and existing clients—centralizing contacts, jobsites, estimates, invoices, communication history, to‑dos, and sales reporting so your team stays aligned across the entire sales lifecycle. It supports manual entry or bulk imports, tracks emails via Communication History, and ties into the Customer Portal for requests and payments where enabled.

In this Article:

Add New Clients/Leads to the CRM

CRM Contacts Tabs

Add New Clients/Leads to the CRM [Manual & Import]

LMN's CRM was built to handle both new leads and existing clients.

We have options to add in Clients/Leads manually or to import your list of Clients/Leads via Spreadsheet, Excel or CSV File

Create Clients/Leads Manually

1. To begin adding your Clients/Leads in one at a time, navigate to CRM > Contacts

2. Click the + New button

3. Add client/lead Contact/Billing Info and Primary Contact information
   💡The Duplicate Checker for Contacts feature will search for matching names, addresses, phone number, email etc. as you are entering information in the New Contact window. If this Contact already exists, it will show in yellow at the bottom of this window. To use this existing contact, click Use This Contact. You can still choose to continue to create a new contact by clicking OK. For a video tutorial, click here.
   

4. Optional: In addition to setting a Primary Contact, you can now set up any individual contact within your customer entity as a Billing Contact* if they are routinely responsible for handling invoices.
   ⚠️ When a Contact is set as a *Billing Contact, they will be suggested by default by LMN as an email recipient for any invoices that are Sent/Published to that customer - so setting these up properly will help ensure that invoices reach all the right people, reducing errors and speeding up payment processing.

5.  When finished, click OK.

Import Clients/Leads via Spreadsheet, Excel or CSV File

You can import a list of client/leads to make it faster to setup your CRM! LMN handles the importing of .CSV files - a popular format for importing/exporting data between various applications.

Step 1: Add Information to the Import Document

1. Download the LMN Sample File by clicking the link below ↓
   Click Here To Download the LMN Sample File
   ⚠️ Please note: you will need to use this sample file to import your clients/leads.
2. Once Downloaded, you may need to click Enable Editing in the document to begin adding your data.
3. Notes about the LMN Sample File:
   • 💡 In Row 2 of the LMN Sample File, you will see instructions on what information is being requested.
   • 💡 Recommendations will be available in this column for information - like State, Country, etc.
   • 💡 Explanation for certain columns will also be available for information - like Type, Tags, etc.
   • ⚠️ Any column marked with an asterisk (*) will need to have information included. These are required fields to import.
   • 🛑 Do not remove the instruction row.
   • 🛑 Do not attempt to re-order this document.  Each column must remain in the order shown in the sample file.
4. Save your file as a CSV (Comma Delimited) document
   ⚠️ LMN will only accept the import as a CSV document!

Step 2: Import your Document

Once you have completed your import document as explained above, you can import it to LMN. To import, follow the instructions below.

1. In LMN, navigate to: CRM > Contacts

2. Click the Import button

3. Click the Choose File button and select the .CSV file you created above

4. Once your file has been selected, click the Import button

   ✅ Import is complete

Import Troubleshooting Checklist

Instead, go back to your import document and ensure:

• The document is saved as a CSV (Comma Delimited) document.
• The document is in the prescribed sample format:
  • All columns are in the same order as the sample file.
  • Any column marked with an asterisk (*) have information in them for every customer.
  • That there are no columns deleted. You can leave a column blank, but you cannot delete it.

🎥 Import Contacts in Bulk Video

CRM Contacts by Tab

Navigate to CRM > Contacts > select a contact by clicking on their name. At the top of the page, under the Contact name, you will see a row of tabs. This section will give you and in-depth breakdown of each tab within the CRM Contact and how to navigate them.

Info Tab

The general information "Info" tab will give you a quick overview of your customer and will display all Billing and Tracking Information.

Online Payments If your LMN account has a connected merchant account, within the Info tab you will also see an Online Payments section, which reads out the acceptable online payment methods that will be accepted from this customer. The acceptability toggles and ranges will default to match the ranges set at the universal level within your Portal & Payments Settings page (see LMN Pay Setup article). Click the Edit button to open a view where you can customize online payment acceptance Settings (link) that apply only to this customer, effectively overriding your universal setting. When a customization has been Saved, you'll see a '(Customized)' label beside the Online Payments readout for that customer.

Contacts Tab

The Contacts tab will allow you to see all Contacts for your customer. You will be able to Edit, Add New and assign a new Primary Contact here.

• Edit Contact's Information: Click on their name to drop open information, edit as needed. 
• Multiple contacts can be expanded at the same time: Use the Expand All and Collapse All links below the Contacts header to quickly open or close every contact card.
• Save Changes in the top right.

Add a new Contact: Click + New Contact to add a new contact to this customer.

Billing Contact: If you would like to also indicate that an additional contact is to be assigned billing privileges, you can select Yes from the dropdown menu. Save Changes in the top right.

⚠️ Note: At least one (1) Contact must be indicated as a Billing Contact 

Separate Billing & Primary Contacts

• Not every Primary Contact is the Billing Contact. LMN allows businesses to designate separate billing contacts while maintaining flexibility in managing customer records.
• Assign separate Billing Contact from the Primary Contact if the two are different individuals in the CRM under a particular client. 

Jobsites Tab

The Jobsites tab of LMN will display all Jobsites for your customer. You will be able to Edit and Add New Jobsites here.

Edit Jobsite's Information: Click on the Jobsite name to drop open information, edit as needed. Save Changes in the top right.

Add a new Jobsite: Click + New Jobsite.

Within each listed Jobsite, you can add or view Jobsite Files, Timesheet Photos (find more information in section below), and Jobsite Measurements by clicking on each tab. Save Changes in the top right. (dependent on LMN Subscription Level)

Jobsite Files & Photos

(Only available with a Professional or Enterprise level subscription)

The Jobsite Files & Photos feature is used throughout the software, ranging from the web to the mobile app. It is easily accessible and can be used by staff in the field or administrative staff in the office.

1. Navigate to: CRM > Contacts
2. Click on a Contact name
   
3. Click the Jobsites tab
4. Click a Jobsite name to drop down additional information
5. Click the Jobsite Files or Timesheet Photos tab
   
6. See feature functions below:

🎥 Files & Photos Video

Estimates Tab

The Estimates tab of LMN will display all Estimates created in LMN for this customer.

You can access an Estimate by clicking on the Estimate Name.

Create a New Estimate: Click either + New Service Estimate or + New Standard Estimate.

Invoices Tab

The Invoices tab will display a record of all Invoices that have been generated for this contact.

View an Invoice: Click on the Invoice description

Edit, send the Invoice, or send an Invoice Reminder from the Invoice Actions menu

Communication History Tab

The Communication History tab will allow you to keep a history of all communication between your company and your customer.

Add additional communication here by clicking + New Communication Note

Select your Communication Type (Phone, Email or Note), the Date and Time and any specifics about the communication.

Link your outgoing client emails directly to LMN:

☑️ Make sure the email address that you are sending FROM is the same email address that you used for your LMN login for your company's LMN Account. (You can confirm this email as well within your account under Settings > My Profile)

☑️ Make sure the email address that you are sending TO is listed in your Contacts tab for your customer. 

☑️ Make sure you BCC the following email address: crm@golmn.com

⚠️ Please allow approximately five minutes after sending for your email to appear in your Communication History tab. 

🎥 Communication History Tab Video

To-Dos Tab

To-Dos are reminders that show up in LMN to make sure specific tasks get done.

Create a To-Do Item

1. Find To-Dos within a Customer display: CRM > Contacts > click into a Contact > click the To-Dos tab
2. To create a To-Do within your customer, click on + New To Do
3. You will then select:
   • The LMN User you wish to assign 
   • The Due Date for the ToDo
   • The Priority for the ToDo: Low, Normal, High or Urgent
   • The Progress level for the ToDo: Pending, In Progress or Complete
   • You can also include Notes or Instructions

To-Dos - Work Requests

Your customers have the ability to request work from you directly in their Portal - which means you can review these requests and action them directly in LMN from a couple of spots:

• Estimating Dashboard
• To-Do’s & Requests screen
• Specific Customer > To-Do’s tab
• Portal Activity screen

Your best method to review new Work requests would be from the To-Do’s & Requests tab in LMN. Here, you will be able to see all new work requests in order, with basic details landing on the main To-Dos screen.

To get there:

1. In LMN navigate to CRM > To-Dos & Requests
   Here you will be able to see all To-Dos and Requests, or you can use the filters across the top of your screen to see specific information that's relevant right now.
2. Click open a To-Do from the list
3. You will now see all the To-Dos associated with this job. To dig into a Request further, click anywhere on the Request line.
   • Once you click on the Request, you can review the specifics of what is being requested, along with any files or photos which have been uploaded.
   • Add questions or comments on the work request for two-way communication with your customer.
   • Assign the Request to someone on your team (depending on whether it needs an Estimate created or a task in LMN).
   • Update Status to Under Review, Approved or Cancelled.
   • Leave an Internal Note, adjust Priority or send to the Assigned person's calendar.
   • If you have any supporting documentation such as a material list or drawing for the work, you can click Upload Files to send those back to the customer.
4. Once you are done managing your work request, click the Save button in the top right corner.

🎥 To-Dos Video

Files Tab

Under the Files tab, users have the option to view any types of files from across all your jobsites or estimates for this particular contact. Keep in mind you can do this in the Jobsites tab as well if you wish to, within each individual jobsite, if there is overlapping material.

Portal Activity Tab

Our payment processing system in the Portal is so user friendly, but credit card issues happen. Review transactions through the Portal Activity tab found in the CRM menu.

Within the Portal Activity, you will have the options to View all, search a specific customer, and use the dropdown menu to filter through notification types (i.e. credit card payment, credit card failure, etc). You can also sort by date range. 

The Portal Activity can also be accessed within the customer's contact in the CRM. To access, simply select the customer, click Portal Setup, and select Portal Activity.

Need more help?  Contact our Support Team by email at lmn-support@granum.com, through Live Chat, or by phone at (888) 347-9864

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