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Welcome to the EspoCRM knowledge base wiki! This wiki is meant to gather all the knowledge, documentation and best practices around the usage of EspoCRM by humanitarians. The general documentation on EspoCRM can be found here. On this page, you'll find answers to frequently asked questions.
What is a CRM?
CRM stands for Customer Relationship Management, and it can refer to a technology, a process or a strategy. Usually, a CRM is used for business, however, with a growing need of data management, more and more humanitarian organisations are establishing their own CRM.
What is EspoCRM?
EspoCRM is just one of the available Open Source CRM software. It allows you to manage registrations, transactions, and all information needed in CVA programs.
Why EspoCRM?
There are many reasons why 510 has chosen Espo over other CRM systems, below are just a few reasons
- Open Source
- Active, large, supportive community
- It is constantly updated and maintained, being used by 50k+ companies
- Highly customizable
- Allows for front-end customization (meaning that you do not need an IT background to customize the system to your needs)
- Successfully used by multiple NS for sectorial and/or multi-purpose cash programs
- Relatively low costs (that are related to hosting and maintenance rather than the system itself)
- Generally, it is free to use, expect for a few advanced functionalities
EspoCRM functionalities
| Functionality | Example |
|---|---|
| Create/edit/delete entities, from the UI or other systems | Register PA with Kobo and automatically create an entity in EspoCRM |
| Link entities with one another | Automatically link payments to a unique PA |
| Role-based access control | Only CVA Co. validates inclusions of PAs |
| Integration with financial data management systems / FSPs* | Execute payments through 121 or RedRose |
| Send emails to beneficiaries | Notify PA of delay in next payment with email |
| Integration with programmable communication tools (e.g. Twilio)* | Collect feedback from PA with WhatsApp, Viber, Facebook, etc. |
| Automate processes with flowcharts or workflows* | Automatically send a message to PA if a payment fails |
* needs the EspoCRM advanced pack
Which skills do I need to use EspoCRM?
Different skills are needed depending on your role.
- Normal users can expect to learn necessary functionalities in 1-2 days of training, or can learn by themselves if digitally savvy (see: User Guide).
- Admins, i.e. people customizing and maintaining EspoCRM, can expect to learn necessary functionalities in 1 week of training.
Admins will need to be equipped with increasingly advanced skills depending on the level of support that they are expected to provide.
Level 1 support
- Typical tasks: invite users, reset passwords, help users navigate the UI, explain how EspoCRM is (not) meant to be used, update a field.
- Skills needed: familiarity with EspoCRM Users, Roles, Authentication, and the general User Guide.
- Typical job description: anyone digitally literate who is familiar with the system (e.g. program officer, branch manager, helpdesk employee).
Level 2 support
- Typical tasks: add a new field, create a new entity, relate two entities with one another, automate a task (flowcharts, workflows).
- Skills needed: familiarity with EspoCRM Entity Manager, Fields, Layouts, Dynamic Logic, and Formula script.
- Typical job description: IM officer/coordinator, IT support specialist.
Level 3 support
- Typical tasks: setup the server on which EspoCRM is hosted, install/update EspoCRM, create/restore a backup, update network settings.
Depending on how EspoCRM is hosted
- Azure Linux VM (recommended):
- Skills needed: familiarity with Azure and cloud concepts, Azure VM, manage backups, monitor VM health, configure VM network, basic bash scripting for installing/updating EspoCRM, basic server configuration in case of issues, and basic DNS concepts.
- Typical job description: cloud administrator, cloud engineer, IT specialist with cloud experience.
- Web hosting service with Softaculous or equivalent:
- Skills needed: familiarity with the web hosting control panel (cPanel or equivalent), through which backups and updates are managed, and basic understanding of DNS concepts. Softaculous takes care of installing EspoCRM.
- Typical job description: web administrator / webmaster, IT specialist.
- EspoCloud:
- Skills needed: none, EspoCRM provides level 3 support. Basic IT knowledge will facilitate the discussions with the EspoCRM support team, but is not needed per se.
- Typical job description: anyone digitally literate.
How much does EspoCRM cost?
- If hosted on Azure: 68 - 142 CHF per year of infrastructure (servers, database, etc.)
- If hosted on a web hosting service or EspoCloud: the cost of that service
- Advanced package: 185 CHF per year with Red Cross Red Crescent discount
- Third-party integrations: none (excluding the third-party costs, e.g. SMS, transactions…)
- Trainings: 1 week for admins, 2 days for users
Comparison with other products
- Zendesk: 633 - 1,280 CHF per user per year
- Salesforce: 287 - 3,793 CHF per user per year
- MS Dynamics: 575 - 17,243 CHF per user per year