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121 CRM feature · Quotes and estimates

Keep commercial documents and the next conversation in the same working journey.

Prepare an approved estimate, connect it to the customer and opportunity, and make the follow-up responsibility visible. The capability is described from official product evidence; its availability, configuration and any usage charges for a particular 121 account still need to be confirmed before reliance.

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Fictional product demonstration

See quotes and estimates in the context of real customer work.

This coded interface uses realistic fictional data to explain the operating pattern; it is not a screenshot of a live customer account.

121

Northstar Joinery

Keep payments and customer records connected

AR
OverviewPaymentsInvoicesOrdersProducts

Keep payments and customer records connected

See invoices, orders and products alongside the customer journey while keeping reconciliation visible.

Recorded this month

£2,240

Illustrative total

Open invoices

2

One draft, one sent

Orders

3

Across three customers

ReferenceCustomerIssuedTotalStatus
INV-1048Marlow Works8 Oct£1,240.00Sent
INV-1047Oakfield Homes6 Oct£680.00Paid
INV-1046Bramble Studio2 Oct£320.00Draft
Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

How it helps

See how the feature supports the work.

Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.

Capability 01

Estimates

Prepares an amount for customer review before it becomes an approved billing or document process.

How it works
Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it
Provides a controlled step between a sales conversation and a formal charge.
Plan for
Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns
A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.
Capability 02

Products and prices

Defines physical or digital products with one-time or recurring prices, variants and sales settings.

How it works
Uses configured products, merchant connections and checkout rules for an eligible payment or order journey.
Why use it
Creates a consistent product record that can be reused across eligible checkout experiences.
Plan for
Provider fees, tax treatment, disputes, settlement and feature eligibility remain separate responsibilities.
Your team owns
A responsible person must approve prices and terms and resolve refunds, disputes and fulfilment exceptions.
Capability 03

Contacts

Stores a person or lead with contact details, activity, ownership and related records.

How it works
Stores or organises supported business data under configured fields, permissions and record rules.
Why use it
Gives a team one place to understand who a customer is and what has happened.
Plan for
The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns
A data owner must define the record model and resolve quality, ownership and access exceptions.
Capability 04

Opportunities

Represents a potential sale or deal linked to a contact, value, owner and pipeline position.

How it works
Tracks a potential deal, stage, owner or task using configured pipeline and record rules.
Why use it
Shows which customer conversations are active commercial work rather than general contacts.
Plan for
Pipeline position is only reliable when users and workflows update it consistently.
Your team owns
A responsible owner must qualify the deal, choose next actions and resolve stale or disputed status.
Capability 05

Actions

Performs supported steps such as sending a message, updating a record, assigning work or calling a connected service.

How it works
Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it
Coordinates routine execution across the customer journey.
Plan for
Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns
A process owner must approve, test, monitor and pause or correct faulty automation.

Use it with purpose

What good quotes and estimates looks like

A fictional landscaping firm sends an estimate after a site survey and creates a review task before the validity date expires. The useful outcome is a record that another person can understand and continue, not simply another automated event.

Prepare from agreed information

Use approved products, prices, tax treatment and scope rather than inventing terms in the CRM.

Connect the document

Associate the estimate with the customer and relevant opportunity for context.

Plan the decision point

Set a sensible follow-up date and record acceptance, questions or decline.

Configuration decisions

Decide the operating rules before switching quotes and estimates on

A credible setup begins with ownership, eligibility and exception decisions. Those choices should be written in plain English and tested with realistic fictional data.

Agree approval authority

Define who may prepare, check and issue an estimate at each value or risk level.

Set commercial rules

Confirm validity, taxes, deposits, terms and what is excluded before using templates.

Human review point

Design status handling

Decide what draft, sent, accepted, declined and expired mean operationally.

From configuration to daily use

Keep the rule, the owner and the exception visible

The second view shows how the capability connects to work a person can review and continue.

121 CRM · Workflow sequence

Enquiry received

Capture source and customer

Acknowledgement

Set a clear response expectation

Human review

Check fit, consent and exceptions

Owner assigned

Name the person responsible

Follow-up due

Remind the owner, not the customer blindly

Illustrative exampleA conceptual workflow. Triggers, messages, delays and exceptions need configuration and testing.

Practical example

Follow one example from signal to next action

A fictional landscaping firm sends an estimate after a site survey and creates a review task before the validity date expires. The example shows the role of the CRM while keeping the consequential decision with a person.

Survey complete

The customer’s requested work is confirmed.

Estimate checked

A manager reviews scope, price and exclusions.

Human judgement

Document sent

The estimate is linked to the open opportunity.

Response owned

A task is due before the stated expiry date.

Boundaries and checks

Plan for the limits of quotes and estimates

Product capability is only one part of a dependable process. Data quality, provider configuration, consent, permissions and staff cover still matter.

Data and context

An estimate is not a contract unless the agreed legal process makes it one.

Account and provider setup

Tax, wording and approval remain business responsibilities.

Keep a person accountable

Human responsibility

Document and payment availability depends on account configuration and connected providers.

Questions about this page

Useful answers, without the sales fog.

1. Is quotes and estimates confirmed as included in every 121 CRM account?

No. The underlying capability is evidenced in official product documentation, but 121 plan entitlement, sub-account configuration, connected providers and usage charges have not been assumed. Confirm the intended setup before relying on it.

2. What should we decide before configuring quotes and estimates?

Start with three decisions: agree approval authority, set commercial rules, design status handling. Then test ordinary, missing-data and exception cases with fictional records.

3. What is a practical way to measure whether quotes and estimates is helping?

Measure whether the intended customer work becomes visible and owned. For this page, review prepare from agreed information, connect the document, plan the decision point rather than treating clicks, sends or record counts as proof of business value.

4. Can quotes and estimates be fully automated?

No. Document and payment availability depends on account configuration and connected providers. Automation can coordinate repeatable steps, while people remain responsible for judgement, exceptions, consent and correcting the record.

Read all CRM questions

Continue the journey

PaymentsInvoicingQuote follow-up

Delegate the work. Keep the human.

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121 CRM

Your customers. Your conversations. Your business. Organised around clear ownership and human decisions.