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Qivity CRM — the whole revenue motion in one product
Most teams run revenue across four subscriptions: a CRM for the pipeline, a marketing tool for campaigns, a connector for WhatsApp, and a spreadsheet for commission and renewals. Qivity CRM is the one product underneath all of it — with lead scoring that decides what to work next and an escalation matrix that decides what cannot be allowed to go quiet.
What is inside
Ten modules, one record
Nothing here is a connector, an add-on tier or a marketplace app. It is one product against one customer record.
Sales pipeline
Leads, prospects and opportunities on a staged board, priced from your product catalog rather than a free-text amount field.
Detail NewLead scoring
Fit and behaviour scored on every lead, so the queue is ordered by what is actually likely to close.
On this page NewEscalation matrix
Priority tiers with response clocks that move a record up the reporting line on their own when it stalls.
On this pageTeam mailbox
Microsoft 365, Google Workspace or IMAP/SMTP inside the CRM. The thread on a lead is the real thread, not a copy.
DetailYour own Business numbers, a two-way inbox and campaigns — native, not a metered marketplace connector.
DetailCampaigns
Email and WhatsApp campaigns with A/B subjects, warm-up pacing and pre-send audience risk screening.
DetailService contracts (AMC)
Renewals, visits and invoices against the same customer record the deal was won on.
DetailIncentives
Commission calculated per product, role and region, then settled in-app instead of in a spreadsheet.
DetailLilly — private AI
Ask about your own numbers in plain language. On hosted plans she runs on Qivity’s servers; self-host and she runs on yours.
DetailDashboards and governance
Dashboards you build, visibility that follows the reporting line, and an activity log nobody can rewrite.
DetailNew in the CRM
Lead scoring
A rep with two hundred open leads does not have a data problem, they have an ordering problem. Scoring turns the list into a queue: how well the lead fits what you actually sell, plus how they have behaved since, minus the signals that mean they were never real.
| Signal | Type | Points |
|---|---|---|
| Industry and company size match your ideal profile | Fit | +15 |
| Decision-maker job title | Fit | +10 |
| Region you actually sell into | Fit | +5 |
| Replied to an email or WhatsApp message | Behaviour | +20 |
| Booked or attended a meeting | Behaviour | +25 |
| Opened the same campaign three times | Behaviour | +8 |
| Submitted a web-to-lead form | Behaviour | +12 |
| Role mailbox — info@, sales@, support@ | Negative | −10 |
| Bounced, unsubscribed or on the suppression list | Negative | −25 |
| No activity of any kind for 30 days | Decay | −15 |
These are the defaults you start with, not a fixed model. Every rule, weight and threshold is editable per pipeline, and the score recomputes as soon as the record changes rather than overnight.
What each band does
| Band | Score | What happens to the lead |
|---|---|---|
| Hot | 70 and above | Pinned to the top of the owner’s queue and flagged on the board |
| Warm | 40 – 69 | Stays in the working list with a follow-up task suggested |
| Cold | 15 – 39 | Routed to nurture campaigns instead of a rep’s day |
| Disqualify | Below 15 | Returned to Prospects, tagged and kept — never deleted |
Fit and behaviour scored separately
A perfect-fit account that has gone silent and an enthusiastic student asking for a student licence both score badly, but for opposite reasons. Keeping the two halves visible means you can tell which is which.
Recency decay, so the score ages
A score earned three months ago is not evidence today. Inactivity pulls a lead back down on a schedule you set, which stops the top of the queue silting up.
Manual override, with the reason recorded
A rep who has been on a call knows something the model does not. They can set the band by hand; the override and its reason go on the activity timeline.
Scores are explainable, not a black box
Every lead shows the rules that fired and what each one contributed, so a manager can argue with the model instead of guessing at it.
New in the CRM
Escalation matrix
Most things that go badly wrong were visible for days first. An escalation matrix is the written answer to two questions — how long is too long, and who hears about it next — enforced by a clock instead of by whoever happens to remember.
| Priority | First response | Resolution target | Opens with | Escalates to |
|---|---|---|---|---|
| P1 — Critical | 15 minutes | 4 hours | Owner + team lead | Head of department, then the account director |
| P2 — High | 1 hour | 1 business day | Owner | Team lead, then head of department |
| P3 — Normal | 4 business hours | 3 business days | Owner | Team lead |
| P4 — Low | 1 business day | 10 business days | Owner | Team lead on the weekly review |
The tiers, the clocks and the people on each rung are yours to set. What the product fixes is that once they are set, nothing quietly skips a rung.
Clocks that understand your working week
Timers run on the business calendar of the team that owns the record — working hours, weekends and holidays — so a P3 raised at 6pm on Friday is not already breached on Monday morning.
The clock pauses when the ball is not in your court
Time spent waiting on the customer stops the response timer and is recorded separately, because an SLA you breached while waiting for their approval is a report nobody trusts.
Up the line, or across to the right skill
Hierarchical escalation moves a record up the reporting line. Functional escalation hands it sideways to the team that can actually solve it. Both are available, and both leave the original owner on the record.
Notified where people already are
Escalations raise an in-app notification with a deep link to the record, and an email or WhatsApp message to the person on the next rung.
It applies to revenue, not just support
The same matrix covers AMC and service tickets, an opportunity sitting too long in one stage, and a hot lead nobody has touched since it was scored.
Every escalation is on the record
Who it went to, when, why, and what happened next — on the same activity timeline as everything else, and exportable when someone asks for the evidence.
Hosted by us, or entirely on your servers
Qivity CRM runs on Qivity’s servers on hosted plans, or on your own infrastructure if you self-host — Docker, PostgreSQL and Redis, including deployments with no internet egress at all. Lilly, the AI assistant, follows the deployment: on hosted plans she runs on Qivity’s servers, and self-hosted she runs on yours. No customer record is sent to OpenAI, Anthropic or Google in either case.
Scoring rules, escalation tiers, SLA clocks and business calendars are administrator settings in both deployments. Nothing described on this page is withheld from smaller plans and sold back at an enterprise tier.
Questions people actually ask
How does lead scoring decide what a lead is worth?
Two halves added together. Fit is what you know about the company and the person — industry, size, job title, region. Behaviour is what they have done since — replies, meetings, form submissions, campaign engagement. Negative rules and inactivity decay pull the total back down. Every rule and weight is editable, and each lead shows which rules fired.
Can we change the scoring rules ourselves, or is it a support ticket?
You change them yourself. Rules, weights, the band thresholds and the decay schedule are all administrator settings, and they can differ per pipeline — what qualifies an enterprise lead is rarely what qualifies an SMB one.
Is the scoring done by the AI?
No. Scoring is rule-based and explainable on purpose, so a manager can see exactly why a lead is at 72. Lilly can answer questions about the resulting numbers, but she does not set them.
What does the escalation matrix actually do when something breaches?
It notifies the next rung you defined — in-app with a deep link to the record, and by email or WhatsApp — reassigns or adds a watcher according to the rule, and writes the escalation onto the record’s activity timeline. Nothing is escalated silently.
Do the SLA clocks run overnight and at weekends?
Only if you tell them to. Timers follow the business calendar of the owning team, including holidays, and they pause while a record is waiting on the customer.
Can escalation go sideways instead of upwards?
Yes. Functional escalation hands the record to the team with the right skill, hierarchical escalation moves it up the reporting line, and a rule can do both. The original owner stays on the record either way.
Does any of this cost extra?
No. Lead scoring and the escalation matrix are part of Qivity CRM on paid plans, not a tier you upgrade into. Lilly remains an optional AI add-on — see pricing.
Can we run the whole CRM on our own servers?
Yes. Docker, PostgreSQL and Redis on your infrastructure or private cloud, including deployments with no internet egress, and including Lilly.
Also on the platform
Bring your pipeline. We’ll bring a laptop.
Twenty minutes, on your data — not a canned demo. If we are the wrong fit, we will say so on the call.