ANED
CRM
Business Track
ANED Suite
ANED CRM Business Track is the customer relationship and service management platform for commercial organizations. From the first lead to ongoing client retention, it manages every touchpoint — lead pipelines, help desk, project delivery, and campaigns — integrated directly with ERP and HRM data.
Built for Africa with 32-language support, and connected to ANED Pay so payments customers actually make are matched back to the account without anyone re-keying a statement.
Capture leads from web forms, email, and API. Visual opportunity pipeline with drag-and-drop stages, weighted forecasting, automated follow-up sequences, lead scoring, competitor and win/loss analysis, and territory and quota management. When an opportunity is won, ANED CRM hands it straight to ANED ERP as a sales quote — the pipeline and the forecast live here, the order, the invoice and the ledger live in ERP.
Multi-channel support tickets from email (Leta), chat (Soro), web forms (Bomba), and API. SLA rules, priority queues, automated routing, escalation workflows, knowledge base, and CSAT and NPS surveys, with a full audit trail. This is the customer conversation; where a ticket requires a technician, parts, or a warranty claim against a serviced item, it escalates into a service order in ANED ERP.
Centralized client profiles with industry classification, contact and interaction history, documents, relationship hierarchies, and custom fields. Grid and list views, with a client portal giving customers self-service access to their tickets, documents, and order status. Account financials — credit limit, balance, aged debt — are read live from the customer ledger in ANED ERP rather than duplicated here.
Next-best-action recommendations on every open opportunity, predictive lead scoring trained on your own closed-won history, automatic call and meeting summarisation, and drafted follow-up emails your team edits rather than writes. Powered by ANED AI, including African-language models for Swahili, Yoruba, Hausa and Amharic, so customer conversations are understood in the language they happen in.
Email and SMS campaigns via ANED 360's Leta (Email) and notification hub. Segment clients by industry, region, or custom tags. Track open rates, clicks, and conversions.
ANED CRM reports on its own objects out of the box: pipeline conversion by stage, forecast accuracy, agent performance, ticket resolution times, and customer satisfaction scores. For cross-product analysis — pipeline against posted revenue, cost-to-serve, or customer lifetime value spanning CRM, ERP and HRM — CRM connects natively to Palo, ANED's analytics platform, which is licensed as a separate product.
Capture leads from web forms, email, and API. Visual kanban pipeline with drag-and-drop stages, automated follow-up sequences, lead scoring, and source attribution.
Professional proposal templates, indicative pricing, digital signature capture, version history, and PDF export. On acceptance the proposal converts into a priced sales quote in ANED ERP, which owns the quote document, the order and the invoice.
Weighted pipeline revenue, stage-by-stage conversion rates, win/loss analysis, and trend dashboards. Integrates with Palo BI for real-time sales intelligence.
Sales team hierarchy, regional territory assignments, individual and team quota tracking, commission rules, and performance leaderboards.
Unified inbox from email (Leta), live chat (Soro), web forms (Bomba), and API. SLA rules, priority queues, auto-routing, escalation workflows, and full audit trail.
Embedded website chat widget with AI bot for first-line resolution, queue management, agent handoff, conversation history, and multilingual support across 32 languages.
Self-service article library with category hierarchy, full-text search, version control, and agent-facing quick references. Reduces repetitive ticket volume significantly.
Automated post-resolution satisfaction surveys, net promoter score tracking, sentiment trending, and agent-level performance scoring linked to ticket resolution data.
Drag-and-drop email builder, automated drip sequences, A/B testing, bounce management, unsubscribe handling, and open/click analytics via the Leta email engine.
Bulk SMS via ANED Notify across African carriers. Delivery tracking, opt-out management, scheduled sends, and shortcode support for Safaricom, MTN, Airtel, and Vodacom.
Dynamic audience segments by purchase history, engagement behavior, industry, region, or custom tags. Segments auto-update as contact data changes in real time.
Open rates, click-through, bounce, and conversion attribution across email and SMS campaigns. Multi-touch ROI tracking linked to pipeline revenue in Palo dashboards.
360° client records with revenue history, contract status, support tickets, open deals, custom fields, industry classification, and document storage.
Multi-contact accounts, relationship mapping, org chart view, duplicate detection, bulk import/export, and deep integration with ANED 360 for calendar and task sync.
Branded self-service portal for clients to submit tickets, view order and delivery status, download invoices and statements issued by ANED ERP, and update their own contact details without calling support. The portal reads ERP documents; it never creates them.
Complete interaction history per account — calls, emails, meetings, notes, deals, and tickets — in a single chronological feed visible to every team member.
Real-time pipeline overview, deal velocity, agent leaderboard, win rates, and revenue forecasts. Executive views and rep-level drill-downs powered by Palo Analytics.
SLA compliance rates, ticket volumes by channel and category, first-response and resolution times, backlog trends, and agent workload balancing reports.
Link won deals to originating campaigns, track source ROI, and run multi-touch attribution models across email, SMS, events, and referral channels.
Drag-and-drop report designer for custom CRM views, scheduled email delivery to stakeholders, and export to Excel, PDF, and Palo BI live connections.
A separate product, consumed over its own API and signed webhooks. ANED Pay raises an M-Pesa payment prompt to the customer’s phone, or collects on your paybill or till, matches what arrives back to the account, and posts it to the customer ledger in ANED ERP — where the invoice itself lives.
Bi-directional sync between CRM accounts and ERP accounts receivable, purchase orders, and stock availability. Gives sales teams live credit limit and order status visibility.
AI-powered lead scoring, smart ticket routing, auto-response drafting, deal-risk alerts, and conversational AI for the Soro chat widget to handle tier-1 queries automatically.
SSO, role-based access control, IP whitelisting, MFA, and a full audit trail of every data access and modification event across the CRM platform.