Managing different types of leads can become complex when every lead follows the same sales process.

Refrens helps you organize leads better by allowing you to create dedicated sales pipelines for different customer segments, teams, or business processes.

For example, if your business sells to both SMB customers and Enterprise customers, you can create separate pipelines for each. SMB leads may have a shorter sales cycle, while Enterprise leads may require more stages such as demo, proposal, negotiation, approvals, and contract discussions.

To create a sales pipeline, go to: Sales CRM & Leads > All Pipelines > New Sales Pipeline:

Once you click on New Sales Pipeline, the pipeline editor will open. Here, you can configure the pipeline details and manage its stages:

You will see the following sections:

1. Pipeline Details: Name & Description
2. Pipeline Stages

1) Pipeline Details

1.1) Pipeline Name

Enter a name for your sales pipeline.

If your business manages different types of customers or sales processes, using a clear pipeline name helps your team identify which leads belong to which process.

For example:

• SMB Sales Pipeline
• Enterprise Sales Pipeline
• Partner Sales Pipeline
• Renewal Pipeline

A clear pipeline name makes it easier to filter, manage, and report on leads.

1.2) Pipeline Description

Use the description field to add more details about the pipeline.

You can mention what the pipeline is used for, which team should use it, or what type of leads should be added to it.

For example:
“This pipeline is to track Enterprise leads that require demos, proposals, internal approvals, and longer follow-ups before deal closure.”

2) Pipeline Stages

Pipeline stages help you classify leads based on where they are in your sales process.

For example, an SMB pipeline may include stages such as:

• Open
• Contacted
• Demo Scheduled
• Proposal Sent
• Deal Done
• Lost

An Enterprise pipeline may include additional stages such as:

• Open
• Contacted
• Discovery Call
• Demo Scheduled
• Proposal Sent
• Negotiation
• Legal/Approval Pending
• Deal Done
• Lost
• Not Serviceable

Each stage represents a step in your sales process.

You can rename stages, add new stages, set closure chances, define stage durations, manage stage-specific reasons, and arrange stages in the required order.

2.1) Editing Stage Name

To edit a stage name, click on the stage name field and update it.

For example, you can rename Contacted to First Call Done OR Proposal Sent to Commercial Proposal Shared, depending on how your team tracks leads.

Stage names should be easy for your team to understand and use while updating leads.

2.2) Adding a New Stage

To add a new stage, click on Add New Stage.

For example, in an Enterprise Sales Pipeline, you can add stages such as:

• Discovery Call
• Demo Completed
• Proposal Under Review
• Legal/Approval Pending
• Procurement Discussion
• Final Negotiation

After adding a stage, you can configure its name, status, closure chance, stage duration, and reasons.

2.3) Setting Stage Status

Stage status defines how a stage behaves in the pipeline.

For newly added stages, you can set the status as:

• Open
• Lost
• Not Serviceable

Use Open for active sales stages where the lead is still moving through the sales process.

Use Lost for stages where the lead is not converted.

Use Not Serviceable for leads that cannot be handled by your business due to location, requirement mismatch, unsupported service, or other reasons.

For example, stages like Duplicate Lead, Out of Service Area, or Requirement Not Matched can be marked as Lost or Not Serviceable based on your process.

2.4) Setting Stage Duration

Stage Duration defines how long a lead is expected to stay in a particular stage.

You can set the duration in hours or days.

For example, in an SMB Sales Pipeline:

• Open: 1 day
• Contacted: 2 days
• Demo Scheduled: 3 days
• Proposal Sent: 5 days

For an Enterprise Sales Pipeline, the expected duration may be longer:

• Discovery Call: 3 days
• Demo Scheduled: 5 days
• Proposal Sent: 7 days
• Legal/Approval Pending: 15 days
• Negotiation: 10 days

This helps your team follow a clear sales timeline and identify leads that need timely follow-up.

Stage Duration is available for active/open stages. It is disabled for final stages such as Deal Done, Lost, and Not Serviceable, because leads usually remain in these stages indefinitely.

2.5) Managing Stage-Specific Reasons

To manage reasons, click on the reasons icon beside the stage. You can add, edit, or remove reasons for that stage:

Stage-specific reasons help your team record lead outcomes in a structured way.

Each stage can have its own set of reasons. These reasons appear while updating leads, helping sales team members select the most relevant option instead of entering inconsistent notes manually.

For example, for a Lost stage, you can add reasons such as:

• Price too high
• Chose competitor
• No budget
• Not reachable
• Requirement not matched

For a Not Serviceable stage, you can add reasons such as:

• Out of service area
• Unsupported service
• Invalid requirement
• Duplicate lead
• Wrong inquiry

This helps admins standardize lead outcomes and improves the quality of sales reports.

2.6) Adding Closure Chances

Closure chances refer to the probability, expressed as a percentage, of successfully converting a lead based on its current stage.

For example:

• Open: 10%
• Contacted: 25%
• Demo Scheduled: 50%
• Proposal Sent: 70%
• Negotiation: 85%
• Deal Done: 100%

You can edit closure chances to match your actual sales process.

Closure chances are used to calculate the expected revenue from leads.

For example, if a lead has a total value of ₹100,000 and is in the Open stage with a 10% closure chance, the weighted value would be ₹10,000.

Formula:

Weighted Value = Total Lead Value × Closure Chance

So, ₹100,000 × 10% = ₹10,000.

This helps you understand both the total value of leads in your pipeline and the expected revenue based on their current stage.

2.7) Changing the Order of Stages

You can change the order of stages using drag and drop.

Arrange the stages in the same sequence as your actual sales process.
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3.8) Deleting a Stage

If a stage is not required, click on the delete icon beside the stage.

Some stages may not be deleted directly if leads are already associated with them. In such cases, the system may restrict deletion or archive the stage based on its usage.

This helps protect existing lead data and prevents accidental removal of stages that are already in use.

Saving the Pipeline

After adding all required details and stages, click on Save Changes.

Your sales pipeline will be created and available under Sales CRM & Leads > All Pipelines.

You can start adding leads to the pipeline and move them through different stages as your sales process progresses.

That’s it! Creating and managing a sales pipeline on Refrens is simple and helps your team track leads in a more organized way.

If you have any further questions, reach out to us at care@refrens.com or contact us via chat support for quicker assistance.

Updated on: 23/06/2026