Handle CRM Overview


Handle CRM is designed for an organization that has repeat business with multiple touch points, meaning more than one person is involved in servicing and or sales. Let’s say you have a list of customers you want to assign to your sales team and customer service reps. You want to call on them, profile them, understand their needs, and identify opportunities to sell products and services. With this information, you can ensure no one is lost, forecast your market, identify new solutions, and coach your team to improve. The struggle for most is – how to keep track of it all.

The Handle CRM Framework is comprised of a number of different modules created with the one goal in mind; to simplify processes. Take for example a new process you want to implement. It’s rare that there will not be problems getting team members to follow process without using multiple systems and re-entry of data.

You want your customers to have a great experience doing business with you. This cannot be accomplished without making your team members jobs as easy as possible. The Handle Framework is designed to create a singular screen where you start and end a process. A single click for a simple experience by your team, that is intelligently directing them what to do next, and quickly getting your customer what they want.

With Handle, you could use one of the many pre-built solutions, customize it, or quickly create a new solution using the 4 components of our framework listed below.

  1. Integration – Integrate all existing data from other sources with Handle 
  2. Forms – Create forms to track profile data, sales calls, and opportunities identified by team
  3. Analysis – Create ad-hoc and saved searches to review the data and analyze it (lists & maps)
  4. Automation – Create automated rules to drive consistency, follow-up reminders, and reports

Click on the link below for more information on any of our prebuilt forms. Please note, all Handle CRM modules and forms are also available on iOS and Android mobile devices.

Forms – Pre-built (templates)

Another very common request by organizations is the ability to lookup or find critical information to move the sales process forward or serve customers better. For an organization that sells products, parts, and or service we have created Inventory and Service modules that allow them access pricing, availability, and updates on the status of any service item.

Setup & Licensing – Click here for an overview on setting up Handle

Handle CRM is available through any browser with Microsoft Silverlight installed. Full CRM functionality can be accessed on mobile devices through the CRM and Inventory mobile apps (Android & iOS). Additionally, the VoIP integrated Handle Agent can be used to look up and update accounts.


  • Mobile – Can be added to Enterprise users for $200 ($50 annual maintenance)
  • Exchange/Gmail – Contact and calendar integration is included as part of mobile licenses
  • Additional Full User Licenses can be purchased for $1200.00 ($225 annual maintenance)
  • Platinum Server License is $8000 annually
  • Licensing agreement includes license and the first year of maintenance

The first 12 months’ maintenance and support is included in the estimate. Your next maintenance invoice will occur Jan 1st of the following year. That invoice will be prorated based upon the time of purchase. For example, a purchase made in June includes fees through June of next year. In January, an invoice will be due for the remainder (i.e. 6 months) of that year.


Handle CRM can be integrated with any application or database. Web services or direct ODBC are common methods for connection. Integration can involve synchronization of data, calls to another system to display data in real time, and potentially creating or updating information in another system. CustomerTRAX can also provide APIs for an external system to create items in Handle and or pull data.

Standard CRM Modules/Forms – Click here for a list of the standard CRM modules

Handle CRM has a template for accounts (customers and prospects) that much of the system is built around. Accounts contain everything from basic contact information to purchases and financial summaries. Additionally, customizable profiles are available to track account classification, market segmentation, SIC codes, additional contacts or any other pertinent information. Another key feature in accounts is the ability to setup custom departments, assign team members, and have required call frequencies by a department.

By default, users can only see their own information. Management access can be setup to allow users to view team members calendars as well as other data through advanced searches/reporting. This is set up independently for each user and module. For example, a manager may have access to see a team members notes but not their calls. Another common use is the ability to report on team members assigned accounts.

Full and Enterprise users can lookup accounts, update their information, update or load alerts, sales calls, tasks, notes, and attach files. Handle CRM has an activity list designed to report on an activity manually entered or integrated from other systems. There is also a calendar view. The calendar view displays pending and completed calls and tasks.

Additional modules/forms – Click here for a complete list of prebuilt modules/forms

Handle CRM contains a library of prebuilt forms/modules available to full users that can be used out of the box or customized. Customization costs are kept to a minimum, usually fixed bid, using our framework mentioned below that allows us to quickly make changes. Commonly used forms are Lead and Opportunity Management, Case/Ticket Management, Trade Appraisals, Quoting, Service and Delivery Requests, etc.

Handle CRM can be customized to mimic any internal processes or forms your organization currently uses. These forms can set up to preload data from other sources to minimizing data entry, link in other related forms, or be completely standalone. The Handle framework has built-in functionality to create forms quickly and automatically report on them. Any forms that are built on the Handle framework are automatically available within the Handle mobile apps. Additionally, all standard search and reporting functionality listed below are automatically available.

All forms that are created have automatic reporting capabilities built in. Without technical report writing knowledge users can create searches, export them to Excel, save them for automatic access on your mobile app or quick access later, take them offline, or schedule them to be delivered via email on a scheduled basis. Additional search results can be sent to our Target Market Module or other integrated apps like Google Maps and MailChimp.

customertraxHandle CRM Overview