Features → CRM
A CRM that knows what your MSP is doing
Most PSAs treat their CRM as a contact list. OriginPSA's CRM is wired into every other module — ticketing, projects, billing — so you have one timeline per customer that shows every interaction, every dollar, every deliverable.
What you get
OriginPSA's CRM module replaces standalone tools like HubSpot, Pipedrive, or Salesforce for MSPs who want sales activity, marketing campaigns, and service delivery on the same record. Because the CRM lives inside the same system as your tickets, projects, and invoices, every contact has a full lifecycle view — not just a sales view.
Capabilities
Contact & Company Management
Hierarchical company-to-contact relationships, custom fields per record type, full activity log per contact, and tagging for arbitrary segmentation.
Customer Departments
Group a customer's contacts into real departments — Accounts Payable, IT, Operations, Exec — with a designated manager per department, a distribution email, and a cost center. Visible in the org chart with a department filter and a manager highlight. Workflows can route to the department's distribution address ("send invoices to whoever's in Billing").
Org Chart with Reporting Lines
Drag-free top-down org chart built from direct-report relationships. Click any contact to open it. Filter by department to scope the chart to one team. Department managers get an amber ring so you can see who runs each function at a glance.
Sales Pipeline
Configurable stage list for leads and prospects. Filterable list views by stage, owner, value, and source — see which deals are stuck where. Convert leads to prospects to customers without retyping anything.
Email Integration
Two-way sync with Microsoft 365 (Graph API), Google Workspace, and any IMAP/SMTP server. Inbound emails auto-thread to the right contact and ticket. Outbound emails log on the contact's activity feed.
Email Campaigns & Sequences
Send broadcast campaigns or drip sequences to segmented lists. Merge fields, opt-out tracking, click and open analytics. Built-in unsubscribe handling and CAN-SPAM compliance.
Web-to-Lead Capture
Embeddable forms that drop directly into your pipeline. Source attribution per lead so you can measure which channels actually convert.
Activity Logging
Calls, emails, meetings, and notes captured on every contact and company. Configurable activity types. Telephony integrations log calls automatically when configured.
Service Contracts & Retainers
Track contract terms, retainer hour blocks, and consumption against ticket time entries. Renewals roll up to a single dashboard so nothing lapses.
Duplicate Detection
Fuzzy-match suggested merges across customers, contacts, leads, and prospects. Merge into a single record without losing history.
Who this is for
- MSPs running outbound sales. Build target lists from existing customer data, run campaigns to similar industries, and track multi-touch attribution from first email to closed deal.
- MSPs growing through referrals. Capture inbound leads via web forms, route them to the right sales rep based on company size or service type, and never lose track of a follow-up.
- MSPs with quarterly business reviews. Pull a contact's full activity history — every ticket, every project, every invoice, every call — into one timeline before the meeting.
How it compares
Many MSPs start with a standalone CRM (HubSpot, Pipedrive) and a separate PSA (ConnectWise, Autotask, HaloPSA) and then live with the seam between them forever. Lead scores never sync to the right place. Contacts get duplicated. The sales rep doesn't know there's an open ticket. The technician doesn't know it's a brand-new customer.
OriginPSA collapses that seam. The same contact record powers your sales pipeline, your ticket queue, and your billing. There's nothing to sync because there's nothing to duplicate.
Pricing & availability
The CRM module is included on every plan starting at Starter ($29/user/month). Email campaigns and drip sequences are Professional ($49/user/month) and above. See the pricing page for the full feature matrix.