CRM and operations

Scoutello combines guest-facing experiences with the operational workspace needed to run them. The CRM is where teams keep contacts, communication, tasks, projects, documents, newsletters, and events in one shared system.

The public product story describes the CRM as "contacts, communication and tasks in a clear system." In the dashboard, each organization can maintain records for people and companies, track follow-up work, document conversations, and keep event or project context attached to those records.

What the CRM covers

Scoutello CRM is organization-scoped. Data belongs to an organization, and each teammate sees the parts their role is allowed to access.

Customers are the central contact records. They can represent people, companies, suppliers, or other tracked entities. Customer records hold names, contact details, status, tags, notes, addresses, profile visibility settings, assignments, event participation, newsletter subscriptions, documents, tasks, protocols, and links to other Scoutello modules.
Relations and referrals make the network visible. Teams can record how contacts are connected, who referred whom, and which companies, partners, or stakeholders belong together.
Protocols are structured interaction logs. They record calls, meetings, notes, emails, chats, demos, and other touchpoints with dates, outcomes, privacy flags, attachments, and optional follow-up tasks.
Tasks turn follow-ups into owned work. Tasks support status, due date, assignees, tags, attachments, comments, customer links, project links, milestone links, and board/calendar/list views.
Projects group longer-running work. A project can have participants, participant groups, milestones, tasks, protocols, documents, linked events, mails, and assigned customers.
Documents keep files near the work they support. Files can be linked to customers, projects, events, protocols, tags, assigned users, and assigned customers.
Newsletters reuse CRM data for audience lists and subscriber history. A newsletter can have subscribers, assigned customers, related contact forms, and related events.
Email brings inbound and outbound communication into the workspace. Inbound messages can be matched to customers and projects; sent messages are visible from CRM and project contexts where configured.
Events connect CRM records to invitations, participants, ticketing, documents, projects, newsletters, and attendee operations.

How it fits together

The CRM provides the operational record for the same organization that publishes web apps, tours, events, offers, contact forms, and newsletters.

Typical flows look like this:

A contact is created manually, imported, collected through a contact form, added as an event participant, or linked from another Scoutello workflow.
The team enriches the contact with status, tags, assignments, addresses, notes, documents, and relationship context.
Calls, meetings, emails, or decisions are logged as protocols.
Follow-ups become tasks with assignees and due dates.
Larger initiatives become projects with milestones, participants, project tasks, project protocols, documents, events, and mails.
Newsletter and inbox tools reuse the same customer context so communication history remains searchable.

For support work, start with the customer record when investigating CRM behavior. Most CRM modules either attach directly to a customer or can be traced back to one through projects, events, newsletters, email, tasks, or documents.

Organization and permissions model

CRM access follows the organization role system. The dashboard sidebar only shows modules when the active user has permission for that entity. The relevant CRM entities include customer, protocol, task, project, document, newsletter, email, and event.

Permissions can affect both navigation and data visibility:

If a user cannot list or read a module, the sidebar item may disappear or the page can show an access denied state.
Some modules support assigned-only access, where users see records connected to them or their organization member profile instead of the full organization dataset.
Customer, project, document, newsletter, email, and event views may show different available actions depending on create, edit, delete, list, and read permissions.
Platform administrators can usually access more than regular organization members, but support should still check the active organization and role when reproducing a customer's issue.

Important support concepts

Customer vs user: A customer record can be linked to a user account, but not every customer is a login user. Person-type customer records can be associated with users by email in some flows.
Protocol vs task: A protocol records what happened. A task records what needs to happen next. Protocols can create or link follow-up tasks.
Project vs task: Use tasks for individual follow-ups. Use projects when work needs milestones, participants, event links, project documents, and a timeline.
Document vs attachment: A first-class document appears in the document library. Protocol and task files can also be surfaced near the record or converted into document context depending on the flow.
Newsletter vs email: Newsletters organize audience subscriptions and campaign lists. Email covers inbound inboxes, archived/spam views, and sent messages.
Event participant vs customer: Event participants can link back to customer records, which lets CRM history and event attendance stay connected.

Typical use cases

A hotel team tracks repeat guests, corporate accounts, handoff tasks, documents, and follow-up conversations.
An event organizer manages invitees, participants, project planning, newsletters, sent emails, check-in operations, and post-event follow-up in one workspace.
An association maintains members, roles, private web app access, newsletters, event participation, and internal CRM history.
A sales or partnerships team logs demos, meetings, proposals, stakeholder relationships, and project delivery milestones.
A support team checks one customer timeline to understand who contacted the organization, what was promised, what tasks remain open, and which documents or events are involved.

Where to document or troubleshoot

For product-level explanations, start here. For screen-level behavior, use the dashboard customer management pages:

What the CRM covers​

How it fits together​

Organization and permissions model​

Important support concepts​

Typical use cases​

Where to document or troubleshoot​