With the timeline function, modern CRM systems offer a systematic and clear presentation of all activities relating to a customer. We have adopted this idea and function in colada and enable colada users to record all interactions – from e-mails and telephone calls to meetings and documents – chronologically and retrieve them at any time. This creates a complete, searchable archive of customer communication that is available to all relevant team members.
How does the timeline work in colada?
The timeline in colada collects and visualizes all customer activities in a chronological view. This includes:
- E-mails: Automatic assignment of incoming and outgoing e-mails to the respective customer.
- Telephone calls: Recording of call logs with call content and follow-ups.
- Meetings and briefings: Documentation of meetings and results.
- Tasks and to-dos: Integration of open tasks for better tracking.
- Files and documents: Storage of relevant documents, such as contracts or offers, directly in the customer history.
This bundled overview helps to avoid duplicate communication, make processes more efficient and ensure seamless customer support.
Why is the timeline so important?
- Transparent communication through email forwarding: Emails are a central component of customer communication. However, if they are only stored in the personal mailboxes of individual employees or closed groups, this can lead to information gaps. Forwarding emails to the colada timeline ensures that all relevant employees have access to the entire customer history and that customer communication remains traceable. The result is a complete overview of all relevant conversations and agreements.
- Seamless recording of minutes, briefings and telephone calls: Every interaction with a customer can have an impact on the further course of a project or business process. It is essential to systematically document meeting minutes, briefings and phone calls in order to be able to track conversations and agreements, enable a smooth handover to new colleagues in the project and ensure better preparation for future conversations.
- Centralized file storage instead of unstructured storage on drives: Important files such as contracts, presentations or offers are often stored on shared drives or in personal folders. As a result, documents are difficult to find or several versions of a file are in circulation. In addition, there is often no link between the information and the corresponding customer communication. colada enables structured filing directly in the timeline so that all relevant documents are available at all times in the context of the customer history. This ensures consistent and up-to-date file versions, easy access for all relevant employees and provides a holistic picture of the customer project in one central location.
Conclusion: A well-maintained timeline is worth its weight in gold
The timeline function in a CRM system is far more than just a history of customer activities – it is the central tool for structured, transparent and efficient customer communication.
Efficiency: All relevant information is bundled in one place so that employees don’t have to fight their way through email inboxes or drives.
Transparency: Everyone in the team can view the customer history, which prevents misunderstandings and duplicate communication.
Traceability: Every phone call, every meeting and every file is recorded and can be retrieved at any time.
Active use of the timeline function helps colada users to optimize their customer service, improve internal collaboration and work more successfully in the long term.
