CRM
🧭 Overview
The CRM holds intermediary and client master data, sales pipeline and activity history. It is the system of record for intermediary relationships; the policy administration system (PAS) is the system of record for policies.
Attribute | Value |
|---|---|
Business owner | Head of Distribution |
Data owner | Distribution Operations Manager |
Criticality | High — onboarding and panel processes stop without it |
Availability window | 06:00–22:00 business days; batch window overnight |
⚙️ Key configuration this workspace depends on
- Validation rule VR-INT-011 — blocks intermediary activation without a well-formed FSP number (control CTRL-D-04 depends on it)
- Commission code restriction — only approved structure codes selectable (control CTRL-D-09)
- Segregated activation permission — the Intermediary Admin profile can create but not activate; activation needs the Intermediary Approver profile (control CTRL-D-07)
⚠️ Governance-controlled configuration
Changes to validation rules, commission restrictions, or activation permissions are treated as control changes and require operational risk forum approval before deployment.
🛠️ Support route
In-app support ticket for defects and access issues
Data corrections through the data owner — never direct database edits
Configuration changes routed through the change forum with the control impact stated