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121 CRM

Solution · Accountants and practices

Keep enquiries, onboarding and relationship follow-up owned across the practice.

A CRM can make prospect and client-facing work easier to see while tax, accounting, identity, authority and professional decisions remain in approved systems and with responsible people.

Subscribe to 121 CRMSeller, billing and cancellationExplore workflow automation

Practice relationship flow

Organise administrative steps around explicit acceptance.

Enquiry, discovery and follow-up can be visible while identity, professional work and statutory responsibilities remain bounded.

121

Northstar Joinery

Follow up consistently, with people in control

AR
OverviewContactsInboxPipelineAutomation

Follow up consistently, with people in control

Build the sequence, review each decision and test an exception before activation.

Draft v0.4

This example stays on this page and does not send messages or change CRM data.

Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

The working building blocks

Use the CRM where it improves the working day.

The same core capabilities can support different sectors, but the data, permissions, professional boundaries and handovers need to reflect the business using them.

Capability 01

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 02

Companies

Groups people and related information around an organisation rather than treating every person in isolation.

How it works
Stores or organises supported business data under configured fields, permissions and record rules.
Why use it
Helps business-to-business teams see contacts in the context of the company they work for.
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 03

Tasks

Creates assigned, dated and optionally recurring actions against contacts or opportunities.

How it works
Tracks a potential deal, stage, owner or task using configured pipeline and record rules.
Why use it
Turns the next step into owned work instead of leaving it inside notes or inboxes.
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 04

Workflow builder

Combines a start event with an ordered sequence of configurable actions.

How it works
Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it
Turns a repeatable customer process into a visible, reviewable flow.
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.
Capability 05

Users, roles and permissions

Controls whether a user acts at agency or sub-account level and which supported areas they can access.

How it works
Controls agency or sub-account configuration that determines access, packaging, governance or billing.
Why use it
Limits day-to-day access to the work a person actually needs to perform.
Plan for
Availability and control depth depend on agency plan, role and current account configuration.
Your team owns
An authorised administrator must review, approve and audit material changes.

Practice workflow

Separate relationship coordination from professional work.

The reference covers seasonal enquiries, document chasing and long-cycle nurture. 121 describes only the coordination role that can be responsibly evidenced.

Enquiries and referrals

Record source, broad service interest, owner and next action without assuming engagement.

Onboarding coordination

Track agreed administrative steps and customer-facing requests while authoritative checks and records remain in approved systems.

Relationship follow-up

Plan appropriate review or contact tasks around the practice calendar without implying advice or completion.

Professional boundary

Acceptance, identity and advice do not belong to a generic workflow decision.

CRM stages can prompt the practice process but cannot replace it.

Human professional decision

Client acceptance

Apply the practice’s approved eligibility, conflict, independence and engagement process.

Identity and authority

Use the appropriate system and evidence for identity, authority and regulated checks.

Advice and deadlines

Do not use routine CRM automation as a substitute for professional advice, statutory work or deadline control.

Relationship context

Keep useful communication and next actions together.

The contact workspace supports coordination without becoming the accounting or practice-management authority.

121 CRM · Contact workspace
AK

Alex King

Northstar Joinery

alex@example.test

Preferred: email

Contact confirmed

Activity thread

Newest first

Today · 10:05

Suitability reviewed by Amina

Today · 09:18

Record assigned to Amina

Today · 09:13

Acknowledgement recorded

Today · 09:12

Website enquiry captured

Human decision

Confirm fit and priority

Review the request before changing the opportunity stage.

Next action

Discovery call

Thursday · 11:30

Illustrative exampleThe workspace demonstrates information hierarchy rather than a fixed field set.

Connected practice

Treat accounting, document and communication systems as separate authorities.

Useful integration needs a clear purpose, data direction and owner.

Accounting and practice systems

Do not assume sync or shared status until the exact product, objects and failure cases are tested.

Information requests

Use appropriate secure routes for documents or sensitive financial information rather than ordinary CRM messages.

Separate tool

Optional diagnostic

The separate Accountants Toolkit reviews process and governance questions; it does not provision or certify the CRM.

Questions about this page

Useful answers, without the sales fog.

1. Is 121 CRM accounting or practice-management software?

No. It can organise customer-facing enquiry and relationship work. Accounting records, professional work and regulated checks stay in appropriate systems and processes.

2. Can it chase documents?

An approved information-request workflow may be possible, but document sensitivity, secure transfer, identity, timing, stop rules and ownership must be designed first.

3. Is the Accountants Toolkit included with the CRM?

No inclusion is stated. The Toolkit is a separate diagnostic and governance surface and does not provision, configure or validate the CRM.

Read all CRM questions

Continue the journey

Workflow automationSecurity and data responsibilitiesOpen the separate Accountants Toolkit

Delegate the work. Keep the human.

Ready to organise the customer journey?

Subscribe through the approved secure checkout, or review pricing and responsibilities before you decide.

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121 CRM

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