CRM Structure &
Communication Flows
A unified tagging system, structured pipeline, and division-specific communication templates — keeping every client interaction organized, trackable, and premium.
CRM Tagging System
Every record in the Granite Ridge CRM carries a structured set of tags — applied automatically at creation and updated as the record moves through the pipeline.
Universal Tags
Applied to every record regardless of division or source
Applied automatically when a record is first created from any source or division.
Applied when a record moves to In Review or beyond. Indicates an open, live engagement.
Applied when a follow-up action is due or overdue. Triggers internal alert to assigned team member.
Applied when service is delivered and confirmed. Record moves to Completed stage.
Applied manually or automatically when urgency is flagged. Elevates record in all queues.
Division Tags
Applied automatically based on which division intake form or path generated the record. Ensures complete workflow separation.
All records originating from the Real Estate Investment division intake.
All records from Property Management — Owner, Tenant, and Maintenance sub-tracks.
All records from Heirship & Asset Recovery. Confidentiality classification applied automatically.
All records from Notary & Signing Services — appointments, document coordination, and modifications.
All records from Technology & Automation Solutions — project inquiries, support tickets, and milestones.
Source Tags
Tracks where the record originated
Record originated from a form submission on the Granite Ridge Holdings website.
Record originated from an inbound phone call. Manually created by team member.
Record originated from a client, partner, or professional referral. Referral source logged.
Priority Tags
Determines response SLA and queue position
General inquiries with no time sensitivity. Standard queue position.
Default priority for all new records. Standard response SLA applies.
Time-sensitive matters. Elevated queue position. Division lead notified.
Active legal proceedings, emergency maintenance, same-day closings. Immediate team notification.
Universal Pipeline Structure
Every record across all five divisions moves through the same seven-stage pipeline. Select a stage to view its definition, tag changes, and required actions.
Select a pipeline stage above to view its definition and required actions.
Communication Templates
Every division has four branded communication templates. Select a division and template type to preview.
Thank you for your interest in Granite Ridge Holdings Real Estate Investment division. Your inquiry has been received and assigned to our investment team for review. We evaluate all inquiries personally and will be in touch within 2–3 business days. Reference Number: [GRH-RE-XXXXX] We appreciate your confidence in Granite Ridge Holdings and look forward to exploring how we can work together.
Granite Ridge Holdings · Houston, Texas · inquiries@graniteridgeholdings.com
This communication is intended solely for the named recipient and may contain confidential information.
Escalation Tag System
Three escalation tags are applied automatically when records breach defined response windows — ensuring no inquiry is ever left unresolved.
Applied automatically when no client response is received within 48 hours of outreach.
Division lead alerted. Re-engagement sequence activated. Priority level increased.
Applied when a record has been in the same pipeline stage for more than 72 hours without movement.
Division manager notified. Record reviewed. Direct intervention initiated.
Applied when a record has been unresolved for 72+ hours or when a critical issue requires platform-level review.
Admin notified immediately. Record escalated to highest review level. All parties contacted.
Record created. Confirmation sent. Team notified.
If no team action: ESC-NR applied. Division lead alerted.
If no outreach: ESC-UA applied. Division manager escalation.
If unresolved: ESC-ADM applied. Admin review initiated.
Tag Flow Diagram
How tags are applied, updated, and removed as a record moves through the full lifecycle — from creation to archive.
Record Created
Four tags applied automatically at record creation.
Team Reviews
Universal tag updated from new-lead to active when team acknowledges.
Outreach Made
Follow-Up Needed tag applied after outreach. Removed when client responds.
No Response
Escalation tag applied if no client response within 48 hours of outreach.
Urgent Flagged
Priority and escalation tags updated if urgency is detected or SLA breached.
Completed
Universal tag updated to completed. All escalation tags removed. Record archived.
Explore the Full Framework
The CRM structure works in concert with the automation framework and division-specific systems to create a seamless, end-to-end client experience.