---
title: CRM
slug: systems/crm
docTags: 
createdAt: 2026-08-21T10:58:42.498Z
---

## 🧭 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)

:::hint{type="warning"}
**⚠️ 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.
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## 🧭 Operational governance guidance

Configuration changes should reference impacted controls, approval evidence, deployment timing, and rollback considerations within the associated change record.
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## 🛠️ Support route

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In-app support ticket for defects and access issues
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Data corrections through the data owner — never direct database edits
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Configuration changes routed through the change forum with the control impact stated
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