BuiltRight CRM User Guide

BuiltRight CRM is designed around the way construction businesses actually manage future projects, enquiries, tenders, estimators, commercial chase and secured work. Start by confirming your company and subscription access, then add the people who will use the CRM. The account owner controls team access. Roles include Director/Admin, Commercial Manager, Estimator and Read Only. Give each person only the permissions they need. Recommended setup order: 1. Add or import your companies and contacts. 2. Add your estimators/team members. 3. Check reminder settings. 4. Connect your own Gmail or Outlook account if you want email reminders. 5. Import existing project/tender data or start adding live opportunities. The CRM uses one underlying Project record even when several main contractors are pricing the same job. Each contractor receives its own Tender Opportunity against that project. Do not create duplicate projects simply because Kier, Morgan Sindall and Willmott Dixon have all asked you to price the same scheme.

The Commercial CRM dashboard is the starting point for day-to-day use. It summarises active tender value, secured work, win rate, weighted pipeline and forecast gross profit. The main areas are Dashboard, Projects, Future Projects, Tenders, Estimator Workload, Commercial Chase, Forecast, Reports, Team & Access and Import / Export. Financial areas may be hidden from users whose role does not permit financial access. Use Projects for the underlying construction schemes. Use Tenders for individual contractor opportunities. Use Commercial Chase for actions and reminders rather than relying on somebody's inbox, notebook or heroic memory.

Companies represent clients, main contractors, consultants and other organisations. Store the company name, website, industry, phone, email, address and whether it is an existing client. Contacts belong to companies and should contain the person's name, email, telephone number and job title. Good practice: keep company records clean and avoid creating several spellings of the same contractor. Before adding a company manually, search the existing list. Accurate company/contact data makes contractor reporting and future chasing far more useful.

Use Future Projects when you know a project is coming but a formal tender has not yet arrived. Record the project name, sector/subsector, location, expected start date, estimated value, probability, source, notes and next chase date. Add Contractor Interest for each main contractor likely to tender the project. Interest can move from potential to expected to tender, invited, declined or converted to tender. This gives the commercial team a proper pre-tender pipeline. When a contractor actually sends the enquiry/tender, convert that contractor interest into a Tender Opportunity rather than creating another project.

This is one of the most important CRM rules. A school, apartment block, prison, hospital or other scheme is one Project. If several main contractors are bidding for the same underlying job, create several Tender Opportunities linked to that one Project. Use Mutually Exclusive forecast mode when only one of those contractor bids can ultimately become your contract. The CRM avoids adding every competing bid together as though you could win the same physical job four times. Use Independent only when the opportunities genuinely can all be won separately.

For each tender record the main contractor, contractor contact, assigned estimator, received date, return date, tender value, estimated cost, margin, gross profit, probability, expected start date, chase date, next action and notes. Tender statuses are Future, Tendering, Tendered, Won, On Hold, Lost and Withdrawn. Move the tender through these statuses as the opportunity develops. When submitted, record the submission date and reference. When lost, record the reason and feedback. Won opportunities are treated at 100% probability. For mutually exclusive projects, when one contractor tender is Won, other live competing tenders are automatically withdrawn and their open chase tasks are cancelled.

Assign a lead estimator to every live tender wherever possible. Estimator Workload shows the number and value of live tenders allocated to each person and highlights deadlines approaching within seven days. Use this view before assigning new work. It is intended to prevent one estimator being buried under returns while another has capacity. Reassign the lead estimator when responsibility genuinely changes rather than creating duplicate tenders.

Commercial Chase brings together outstanding tender returns, post-submission outcome chasing, future-project chasing and project-start reminders. The reminder scan creates internal CRM tasks and prevents duplicate open reminders for the same event. Complete tasks when the action has been dealt with. Cancelled or completed tasks no longer count as outstanding. Email delivery is optional. Each signed-in user connects their own Gmail/Google Workspace or Outlook/Microsoft 365 mailbox. BuiltRight does not require the whole company to send through one shared mailbox. Use the email connection panel in Commercial Chase to connect or disconnect your account and send queued reminders assigned to you.

Won means the work has been secured. Lost should include a lost reason and useful feedback. On Hold is for an opportunity that remains possible but is temporarily paused. Withdrawn is used when the tender is no longer being pursued, including competing contractor tenders automatically withdrawn after another contractor wins a mutually exclusive project. Do not use Lost merely to tidy the screen. Accurate outcomes drive the win-rate, contractor and lost-reason reporting.

Forecasting combines secured work with probability-weighted open opportunities. Weighted revenue = tender value × probability. Weighted gross profit = tender gross profit × probability. The forecast offers Conservative, Base and Optimistic scenarios. Won work is secured at 100%. Mutually exclusive projects are grouped so competing contractor bids do not artificially inflate the pipeline. Independent opportunities can be summed because they can genuinely all be won. Keep probabilities realistic. A forecast is only useful when the inputs reflect commercial judgement rather than optimism wearing a spreadsheet costume.

Reports show commercial performance over selectable periods including win rate, won value, average decision cycle, stale submitted tenders and breakdowns by main contractor, estimator, region and sector. Monthly tender-versus-won values and lost reasons help identify patterns. Use reports in commercial reviews to answer: Which contractors convert? Which regions and sectors perform? Where are decisions taking too long? What are we repeatedly losing on? Is estimator workload translating into secured work?

The account owner can invite team members subject to the subscription user limit. Director/Admin has the broadest operational access. Commercial Manager is intended for commercial control. Estimator focuses on tender work. Read Only is for users who need visibility without editing. An invited user remains Invited until linked to a registered BuiltRight user account. Deactivating a person removes active access without destroying the commercial history attached to them. Reactivating an unlinked person returns them to Invited rather than incorrectly granting access.

Use Import / Export to move existing spreadsheet data into the CRM and to extract CRM information when required. The importer processes the complete workbook within supported limits and matches/creates companies, projects and tenders. Before importing, make a copy of the source workbook. Keep project names and contractor names consistent. Where several rows represent different contractors pricing the same project, they should become one project with several tender opportunities, not several unrelated projects. After importing, spot-check project counts, contractor links, values, dates and tender statuses before relying on reports.

CRM access is controlled by the BuiltRight CRM subscription and entitlement. Plans have different user limits. The account owner manages payment methods, invoices and cancellation through the Stripe billing portal. If a payment fails or a subscription becomes inactive, access may be restricted according to subscription status. Do not create a second subscription to fix a billing problem; use Manage Billing first.

A normal construction workflow is: 1. Hear about a future project and create the Project. 2. Add likely main contractors as Contractor Interest. 3. Set project/chase dates. 4. Convert each contractor to a Tender Opportunity when an enquiry arrives. 5. Assign the estimator and enter the return deadline. 6. Update value, cost, margin and probability as estimating develops. 7. Mark Tendered when submitted and record submission details. 8. Use Commercial Chase to follow up the outcome. 9. Mark Won, Lost or On Hold with proper feedback. 10. For Won work, confirm expected contract start. 11. Review Forecast and Reports in commercial meetings. That workflow preserves one source of truth from the earliest project intelligence through to secured turnover.

I cannot see BuiltRight CRM: confirm you are signed in with the correct BuiltRight account. Administrators have full app access. Subscribers need an active/trial CRM entitlement. I cannot see financial figures/reports: your CRM role may not have permission to view financials. Ask the CRM account owner. I cannot add or edit a project/tender: check your role permissions and that the subscription is active. A team member shows Invited: they have not yet been linked to a registered BuiltRight user. Do not repeatedly deactivate/reactivate them. My pipeline looks too high: check whether competing contractor tenders for the same physical project are set to Mutually Exclusive rather than Independent. My win rate looks wrong: check tender statuses. Submitted opportunities should be Tendered; confirmed outcomes should be Won or Lost. Record outcomes consistently. I have duplicate projects: do not create a new project for every main contractor. Consolidate the underlying scheme and keep separate contractor Tender Opportunities. No reminder appeared: check the relevant return/chase/start date, assigned estimator and whether an open reminder already exists. Run the reminder scan in Commercial Chase. Email reminder did not send: first confirm your own Gmail or Outlook connection is active. Email delivery must be enabled and the reminder must be assigned to you. Internal CRM tasks continue to work even without email. A reminder remains after a competing tender is withdrawn: refresh the CRM. Open chase tasks linked to automatically withdrawn mutually-exclusive tenders are cancelled. Import results look wrong: stop before doing more imports, compare the source spreadsheet with imported projects/tenders and correct inconsistent names/statuses. Re-importing messy duplicated data usually produces a larger quantity of the same problem. Billing/access problem: use CRM Settings and Manage Billing. If the subscription is active but access is still missing, contact BuiltRight support with the account email, company name and a screenshot of the message. Never send passwords or card details.

Use individual user accounts. Do not share passwords. Each person should connect only their own email account. Remove or deactivate staff access promptly when roles change. Keep next actions and chase dates current. Record meaningful lost reasons and feedback. Close dead opportunities rather than leaving them permanently Tendered. Review Future Projects and stale submissions routinely. The CRM is most valuable when it is the commercial source of truth. If half the team keeps private spreadsheets as well, humanity has successfully rebuilt the problem the CRM was purchased to remove.

Should I create a project for each contractor? No. Create one underlying project and separate tender opportunities for each contractor. Can several estimators work on the CRM? Yes, subject to plan limits and permissions. Can I import my old tender spreadsheet? Yes. Use Import / Export and check the imported results afterwards. Can reminders work without email? Yes. Internal Commercial Chase tasks are independent of mailbox connection. Does BuiltRight use my mailbox for another user? The CRM connection is per signed-in app user. Users connect their own Gmail or Outlook account. What should I provide when reporting a fault? Your account email, the CRM section, project/tender reference where relevant, what you expected, what happened, and a screenshot. Never provide your password, OAuth token, Stripe secret or card details. For account, subscription or technical support use the official BuiltRight Technologies support/contact route shown on the BuiltRight website or application.