A sales manager sees “done” in the CRM and hands an order to delivery. Legal is still waiting for the client’s signature. Both teams use software, but the same label means different things. Before integrating the systems, agree which event each status confirms and which next action it permits.
Start with the meaning of an event
Consider an illustrative case: the proposal is approved internally, a draft contract has been sent to the client, and signing is incomplete. These are distinct facts. Internal approval should not move an order into a state that requires completed signing.
Define the source, time, document and version for every event. Separately agree the CRM transition rule. A handover may need several conditions: completed signing, verified scope and an assigned delivery owner. A coloured label cannot replace those conditions.
Exchange identifiers, not just names
Company names may be abbreviated and two files may have the same title. Agree identifiers for the client, deal and document. Specify versions and exchange direction: which system creates the record, which updates a field and who resolves conflicts.
| Situation | Check | Next action |
|---|---|---|
| Document sent | Client, version, recipient | Await the defined response |
| Signing event received | Required parties and current version | Check handover readiness |
| Repeated event | Previously processed event ID | Avoid a duplicate task |
| Different version found | Whether the event concerns the current document | Assign the conflict to its owner |
Give exceptions an owner
A delayed message, unavailable system or unknown client should not disappear silently. Provide an exception queue with the reason, linked record and responsible person. Recovery must avoid creating a second order or duplicating a client message.
Test more than the successful path. Repeat an event, change the version before receipt and interrupt the exchange. The team must be able to see where work stopped and how to recover it.
Accept the business result
A server response confirms a particular technical step. Check the actual business record: the correct client, document, permitted status and next task. In a proposed Deals and CRM scenario, verify available interfaces and configuration separately; a decision to integrate does not establish compatibility.
- Agree event definitions and transitions.
- Record identifiers and authoritative fields.
- Assign an owner to each error type.
- Accept normal, repeated and interrupted scenarios.
Questions and answers
Is a file link sufficient?
A link opens a document but does not by itself establish its version, client or signing state. The record needs agreed context.
Which integration should come first?
Start with one document type and a defined workflow. Extend the exchange after testing the main path and exceptions.