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CRM for Malaysian businesses

Know every customer. Keep every relationship.

iCRM puts every enquiry, WhatsApp and Facebook conversation, quotation, service case and renewal into one customer record, so your whole team knows the customer's story and what should happen next.

Book a personalised demo → Chat with us on WhatsApp
Need something specific? Ask about iCRM customization →
Since 2007helping Malaysian businesses
500+businesses in Malaysia
1 recordfor every customer touchpoint
TL
Tan Logistics Sdn BhdCustomer since 2021 · Source: Google Ads
Key account
Relationship ownerAisyah (Sales)Next follow-upTomorrow, 10:00
  1. WA
    WhatsApp enquiry answeredAI replied in seconds, then Aisyah took over
  2. Q
    Quotation Q-2481 sentRM 18,400 · approved by manager
  3. S
    Service case: step 3 of 4Installation · parent case with 2 child jobs
  4. R
    Maintenance renewal dueReminder scheduled 30 days before expiry
✦
New Facebook enquiryLinked to an existing customer
✓
Connected channels

Works with the channels your customers use.

Every message, campaign and call lands on the same customer record.

WhatsAppBusiness API & AI Facebook MessengerShared Page inbox SMSBulk campaigns EmailNewsletters & reminders Google AdsCampaign & lead source BizCloud appAndroid & iPhone AlienVoIPCloud PBX calls
iCRM customization

Your business works its own way. iCRM customization that fits it.

Tell us your business requirement. We check how much the standard iCRM modules already cover, then build the rest on the same platform, with the same customer record and the same login. You only pay for what is truly unique to your business.

  1. 1
    Share your requirementPlain language is fine. Forms and spreadsheets you use today help.
  2. 2
    Get a fit reviewWe mark each part as standard, configurable or custom.
  3. 3
    We build on the base modulesFaster, lower cost and lower risk than starting from scratch.
Tell us your requirement → How custom modules work
Example fit review Equipment rental company How a requirement maps onto iCRM
  • Customer and contact recordsCustomer CRM
    Standard
  • Rental quotation with approvalQuotations + approval flow
    Standard
  • Contract expiry remindersAssets & Renewals
    Configure
  • Equipment check-out / check-in by serialBuilt on Items & Inventory
    Custom
  • Monthly utilisation report (PDF)New report
    Custom
Already in iCRMSet up for youBuilt for you
Sound familiar?

Customers rarely leave because of price. They leave because they were forgotten.

01

Leads sit in personal WhatsApp

Enquiries arrive on staff phones and nobody else can see them, follow them up or measure them.

02

When a salesperson leaves, their customers go too

The history, promises and next steps were in one person's head and one person's chat list.

03

Customers have to chase you for updates

Nobody can see at a glance where the order, installation or repair actually stands.

04

Renewals and follow-ups slip through

Quotations expire, contracts lapse and birthdays pass without anyone remembering to call.

iCRM customer profile with company, billing and relationship details
One customer, one record

Everything about a customer, in one place.

Stop searching through chat groups, spreadsheets and email folders. Open a customer and see who they are, what they bought, what they asked for and what is still open.

  • Company, contact and billing details
  • TIN and e-Invoice information
  • Every WhatsApp, Facebook and email conversation
  • Contact history and call notes
  • Quotations and their approval status
  • Service cases, from the first job to the last
  • Agreements, certificates and other files
  • Groups, categories and where the customer came from
Explore Customer CRM →
The customer lifecycle

From first enquiry to loyal customer.

iCRM supports every stage of the relationship, and each stage builds on the same customer record.

  1. 01 · Attract

    Know which channels bring good customers

    Record the source of every contact and compare Google and Facebook ad results against the customers they produce.

    MarketingSource analysis
  2. 02 · Engage

    Answer fast on every channel

    WhatsApp, Facebook Messenger, SMS and email arrive in one shared inbox. AI can answer first, any time of day.

    MessengerFacebook CRMAI assistant
  3. 03 · Convert

    Quote, approve and close

    Build quotations from the customer record, route them for approval, email them and see which items actually close.

    Quotations
  4. 04 · Serve

    Deliver without being chased

    Service records follow each job step by step, with parent and child cases, so nothing stalls unnoticed.

    Service recordsAppointments
  5. 05 · Retain

    Never miss a renewal

    Memberships, contracts and licences come with automatic expiry reminders, plus birthday and relationship reminders.

    MembershipRenewals
  6. 06 · Grow

    See who is worth more

    Follow-up queues, closing rates and source reports show where the next sale is coming from.

    Customer reportsClosing insight
Conversations that stay with the company

Every chat, linked to the right customer.

Connect your business WhatsApp, Facebook Pages, SMS and email to one shared inbox. The team can see who is waiting, and the full conversation history stays on the customer record.

  1. 1
    A customer messages you on any channelWhatsApp, Facebook Messenger, SMS or email.
  2. 2
    AI answers first using your own knowledgeCustomers get a relevant reply at any hour, not only during office hours.
  3. 3
    An agent takes over when it mattersThe whole history moves with the customer, so nobody has to ask twice.
  4. 4
    Managers see response performanceAwaiting-reply and overdue indicators, response times by team member.
See omnichannel messaging → Facebook Messenger CRM
iCRM shared inbox showing customer conversations awaiting reply
✦
AI assistantAnswers 24/7, hands over to your team
Never drop a follow-up

Your customers belong to your company, not to one salesperson.

Give every customer a clear owner and a clear next action. If someone is on leave or moves on, reassign their customers and nothing is lost.

  • Personal follow-up queue. Each salesperson sees what is due today and marks it done.
  • Team assignment with history. Move customers between colleagues without losing ownership records.
  • Quotation expiry reminders. Salespeople are reminded before a quotation runs out.
  • Birthday and relationship reminders. Keep in touch at the moments that matter.
  • Appointments and calendar. Shared schedules, with reminders sent to staff and customers.
See follow-up management →
iCRM salesperson follow-up list with scheduled next actions
For owners and managers

See the health of every relationship at a glance.

You don't need to ask the team for a status update. The numbers are already in iCRM.

Response time

How quickly each person and each Facebook Page replies, and which conversations are overdue.

Open follow-ups

Which customers are waiting for a call back, and who is responsible for it.

Quotation closing rate

Which quotations and quoted items turn into sales, and which ones stall.

Service chain health

Cases that are still open after too long, before the customer has to complain.

Contact source

Which channels and campaigns bring in customers who actually buy.

Upcoming renewals

Contracts, memberships and licences due in the coming weeks.

iCRM customer source report comparing acquisition channels
Customers in your pocket

Take the customer record with you on Android and iPhone.

With the BizCloud companion app, your sales and service teams can look up customers, log service work on site and reply to customers while they are away from the office.

  • Look up the contact list and customer history
  • Create service records at the customer's site
  • Receive alerts and forwarded conversations
  • Reply with the earlier conversation in front of you
Explore the BizCloud app →
01Log a service recordCapture work while it happens
BizCloud mobile app creating an iCRM service record
02Service analyticsCheck progress from anywhere
BizCloud mobile app service record analytics
Who it's for

Built for businesses that live on repeat customers.

If your revenue depends on customers coming back, renewing or referring others, iCRM is designed for you.

B2B sales teams +

Track every lead from enquiry to quotation to order, assign owners, and see which salespeople and channels close the most business.

Service, installation & maintenance companies +

Follow each job through its process steps, link repeat visits to the original case and remind customers before maintenance contracts expire.

Training centres, tuition & membership organisations +

Manage members and participants, recurring classes and events, attendance, payments and renewals, all on the same contact record.

Customer service & support teams +

Handle WhatsApp and Facebook enquiries from a shared inbox, with AI covering after-hours messages and full customer context for every agent.

Beyond CRM

When you're ready, run the rest of the business on the same platform.

Start with customers. Add employees, inventory, events, training and vendors later, all sharing the same data.

CUSTOMER & REVENUE

Customer CRM

Contacts, groups, sources, billing, follow-ups and team assignment.

View module → CUSTOMER & REVENUE

Quotations

Status, layouts, item closing rates, email delivery and approvals.

View module → CUSTOMER & REVENUE

Membership & Recurrence

Member categories, statuses, recurrence and expiry reminders.

View module → CUSTOMER & REVENUE

Marketing Campaigns

Custom campaigns with Google and Facebook ads reporting.

View module → ENGAGEMENT

Omnichannel Messenger

WhatsApp, SMS, email, campaigns, schedules and reminders.

View module → ENGAGEMENT

Facebook Messenger CRM

Shared Facebook Page inbox, CRM contact linking and response analytics.

View module → ENGAGEMENT

AI Chat Assistant

AI response, live-agent handover, analytics and chat history.

View module → ENGAGEMENT

BizCloud Mobile App

Android and iPhone access for contacts, service records and replies.

View module → ENGAGEMENT

AlienVoIP Analytics

Cloud PBX, call history, agent KPI and capacity insight.

View module → OPERATIONS

Service Records

Processes, case chains, product problems, alerts and dashboards.

View module → OPERATIONS

Appointments

Shared activity calendar, reminders and scheduled delivery.

View module → OPERATIONS

Assets & Renewals

Domains, licences and other important renewal obligations.

View module → OPERATIONS

Items & Inventory

Complex items, flexible prices, serials, batches and stock insight.

View module → OPERATIONS

Vendor Management

Approved suppliers, item relationships, files, TIN and MSIC.

View module → PEOPLE & LEARNING

Employee Management

Complete records, employee types, files, groups and self-service.

View module → PEOPLE & LEARNING

Corporate Workspace

Organisation, digital assets, credentials and shared calendar.

View module → PEOPLE & LEARNING

Group Permissions

Role-based employee access down to individual menu pages.

View module → PEOPLE & LEARNING

Training & KPI

Question banks, assessment sets, assignment and marking.

View module → PEOPLE & LEARNING

Tuition & Classes

Classes, students, tutors, attendance, fees and parent communication.

View module → ECOSYSTEM

Events & Attendance

Recurring events, QR registration, attendance and payments.

View module → ECOSYSTEM

Tutor Companion Apps

Portal login, payments, attendance and interactive learning.

View module →
Questions

Common questions about iCRM.

Something else on your mind? Talk to our team.

Does iCRM work with WhatsApp? +

Yes. WhatsApp, SMS, email and Facebook Messenger conversations arrive in iCRM and are linked to the customer record, so the whole team sees the same history. An AI assistant can answer first and hand over to a live agent.

What happens to our customers when a salesperson leaves? +

Every contact, conversation, follow-up and quotation is stored on the company's customer record, not on a personal phone. You reassign the customer to another colleague and the ownership history and next actions move with it.

Is iCRM ready for Malaysian e-Invoice? +

Customer records store billing details, TIN and other e-Invoice information, so quotations and downstream billing start from correct customer data.

Can we use iCRM on our phones? +

Yes. The BizCloud companion app for Android and iPhone gives authorised staff the contact list, service records, alerts and replies on the move.

How much does iCRM cost? +

iCRM has Essential, Business and Enterprise plans, with WhatsApp and AI message usage billed separately. See pricing for current plans, or book a demo for a quote that matches your team.

See it with your own customers in mind

Ready to stop losing customers between the cracks?

Tell us how your team handles enquiries, quotations and after-sales today. We'll show you how iCRM keeps every relationship on track.

Book your personalised demo → Start a free trial