Definition

The Organization Structure module is where you define the foundational building blocks of your company setup in GEMS CRM — from the top-level Group Company down to Sales Teams, Service Teams, and the channels through which you sell and support. Everything else in the CRM — customers, deals, tickets, employee assignments — is built on top of these definitions.

This section covers seven core building blocks: Group Company, Business Entity, Business Unit, Sales Channel, Sales Team, Service Team, and Service Channel.

A Common Pattern Across These Modules

Before diving into each one, it helps to know that these modules share a consistent design:

• Each has a List View with summary counters (Total/Active/Inactive or similar), search, filters, sorting, and column customization
• Each has Create, View, and Edit pages, with View always read-only
• Records typically can’t be deleted once they’re referenced elsewhere in the system — this protects data integrity across the CRM

With that foundation, here’s what makes each one unique.

Group Company

The Group Company is the top-level organizational unit — the corporate umbrella under which all your Business Entities and Business Units are grouped.

Creating a Group Company

• Group Company Code – exactly 4 alphanumeric characters (e.g., GC01); locked once saved
• Group Company Name – e.g., “ABC Holdings Pvt Ltd”
• Address Details – full registered address, with State filtered by Country and City filtered by State
• General Settings – default Currency and Language

Good to Know

• Status is fully automatic. Every new Group Company starts as Active. The moment it’s referenced anywhere else in the system — linked to a Business Entity, Business Unit, or any other record — it automatically switches to In Use. There’s no manual Activate/Deactivate button anywhere in this module; status is purely a reflection of whether the record is being used.
• Because of this, a Group Company can only be deleted while it’s still Active and unused — once it’s In Use, deletion is blocked.
• The Group Company Code format is strict: exactly 4 characters, letters and numbers only, no symbols or spaces.

Business Entity

A Business Entity represents a legal entity within your organization — used for financial reporting, taxation, and statutory compliance across Sales, Purchasing, Inventory, Logistics, and Accounting.

Creating a Business Entity

• Business Entity Code – 4 alphanumeric characters, unique, locked after creation
• Business Entity Name
• Address Details – with Country → State/Province → City cascading dropdowns
• General Settings – Currency, Language, and Tax/GST Number

Good to Know

• If a Business Entity is already in use in transactions, certain fields — including Country and Currency — may become locked to protect data consistency
• Changing address details can trigger downstream logistics and tax re-evaluation
• Every create and update is tracked in a full audit trail

Business Unit

Business Units sit beneath your Business Entities and represent operational divisions used across Sales, Purchasing, Inventory, Logistics, Accounting, and Reporting.

Creating a Business Unit

• Business Unit Code and Business Unit Description – both mandatory
• Address Details – Street 1, Country, State/Province, and City are required, with the usual cascading dropdowns

Good to Know

• The Business Unit Code may become locked after creation depending on your system configuration
• Deletion always requires a confirmation step

Sales Channel

Sales Channels define the different routes through which sales happen (e.g., Direct, Online, Partner) and are used in Sales Order, Invoice, and Employee Organizational assignment.

Creating a Sales Channel

• Sales Channel ID – exactly 4 alphanumeric characters, entered by you (not system-generated), must be unique
• Description – a short free-text explanation of the channel’s purpose

Good to Know

• Once a Sales Channel is referenced in transactions, its ID becomes locked — you’ll see a tooltip explaining why
• Setting a Sales Channel to Inactive removes it from selection in Sales Orders, Invoices, and Employee Organizational Details, without deleting its history

Sales Team

A Sales Team groups managers and employees together for lead and opportunity routing. Every manager and employee on a team is pulled directly from your Employee records, keeping HR data as the single source of truth.

Creating a Sales Team

• Sales Team Name – mandatory, must be unique (the Sales Team ID is generated automatically)
• Managers – add one or more, each with a validity period (Valid From / Valid To, or mark as Unlimited), selected via employee lookup
• Employees – same validity structure, plus an optional Job Title (e.g., “Account Executive”)

How It’s Used

Once created, a Sales Team becomes selectable in Lead Assignment Rules and Sales Channels, so incoming leads can route first to a team, then to an individual owner within that team.

Good to Know

• Only employees whose validity period covers the current date are considered active team members for routing purposes
• A Sales Team already referenced in assignment rules, channels, leads, or opportunities can’t be deleted — only deactivated

Service Team

Service Teams work the same way as Sales Teams, but for ticket routing and service task ownership — for example, “L1 Support” or “Field Service North.”

Creating a Service Team

• Service Team Name – mandatory, must be unique (ID is auto-generated)
• Managers and Employees – same validity-period and employee-lookup structure as Sales Teams, with an optional Job Title such as “Field Engineer”

How It’s Used

Service Teams become selectable in Ticket Assignment Rules, Ticket Queues, and as the responsible team for individual Ticket Parts — meaning even a single component or line item on a ticket can be routed to a specific team.

Good to Know

• As with Sales Teams, only employees with an active validity period at the time of routing are considered
• A Service Team already in use across ticket configuration or existing tickets can’t be deleted — only deactivated

Service Channel

Service Channels define how support is delivered — for example, Email Support, Phone Support, Field Visit, Chat, or Portal — and are used throughout ticket creation, routing, and service-team assignment.

Creating a Service Channel

• Service Channel ID – exactly 4 alphanumeric characters, entered by you, must be unique
• Description – a short explanation of the channel

Good to Know

• Once referenced in tickets, ticket parts, or service teams, the ID becomes locked
• Marking a Service Channel Inactive excludes it from selection in future tickets and configuration, without affecting historical records