CRM

by admin, December 28, 2010

Customer Relations Management

Introduction

The customer relations tool built into the software is intended to be used for tracking leads, opportunities contacts and relationships with potential customers.

NOTE: This tool requires that the monitor resolution is set to at least 1280×1024 (full screen) or 1440 x 900 (wide screen).

Also, CRM is not included in 2015 version.

  1. To access the Customer Relations screen, click on the Customer Relations
  2. This will open the CRM Screen (Click to open screen in a larger view)

    CRM Screen

    1. The screen opens with the Reminders tab selected.  The reminders screen is divided into three tabs Task Reminders, All Open Tasks and Lead Reminders, clicking on the appropriate tab will take you to the appropriate reminders.
    2. Selecting a reminder and click on the Go To Button will take you to the related screen.
    3. The Close Button button will mark the selected reminder as closed.
    4. NOTE: Only the reminders for the Operator logged into the system will show up in the reminders list.  If you do not have Security activated, maximize the CRM Screen by clicking on the Maximize Button button in the top right corner of the screen and select the Operator you want to view from the drop down list in the title bar

      Operator Drop Down

  3. Clicking on the Leads Tab will open the leads screen (Click to open screen in a larger view)

    Leads Screen

    1. Only the leads assigned to the user that is logged into the system will be shown.
      1. NOTE: Only the leads for the Operator logged into the system will show up in the reminders list.  If you do not have Security activated, maximize the CRM Screen by clicking on the Maximize Button button in the top right corner of the screen and select the Operator you want to view from the drop down list in the title bar

        Operator Drop  Down

    2. To Add a lead click on the Create Lead Button button.
      1. Type-The type of lead can be assigned here this is a free form text field.
      2. Lead Source- This is the source that the lead came from this a a free form text field.
      3. Description- This is a descriptive field for the lead (required)
      4. First Name- Self explanatory
      5. Last Name-Self explanatory
      6. Company-Self explanatory
      7. Title-Self explanatory
      8. Phone-Self explanatory
      9. Time Zone-This field is populated from the CustomLookup table.
      10. Email-Self explanatory
        1. Clicking on the Email Button will launch your default email application with the selected email address populated
      11. Website-Self explanatory
      12. Notes-Self explanatory
      13. Objection-This is where the user can add any information regarding why they do not want to purchase a product/service.
      14. Call Try- This is the field where you can identify how many times the lead had been called.  The drop down is populated from the CustomLookup table.
      15. Call Dt- Clicking on the drop down button will activate a mini-calendar where you can select the date.
      16. Call Code-This is another custom field that is populated from the CustomLookup table
      17. Call Status-This is another custom field that is populated from the CustomLookup table.
      18. Reminder Dt- This is used to set a reminder date for the lead.  Clicking on the drop down button will activate a mini-calendar.
      19. Reminder Time-This is used to set a reminder time for the lead.  The default time format uses the 24-hr clock
      20. Assign Account To-This is the field that is used to assign the Operator ID to the lead.
    3. To created an Opportunity from a Lead, click on the Convert To Opportunity button.
      1. This will create a opportunity for the Lead this will be assigned to the Operator ID that is selected in the Assign Account To field.
    4. Click on the Remove Button to remove the lead from the list.
      1. NOTE: This does not delete the record from the CRMLeads table.  It sets the IsRemoved field to True.
    5. The Save and Next Button button will save the current lead and add a new lead record.
    6. The Save Changes button will save the current record.
    7. The Cancel Changes button will cancel any changes to the current record.
    8. The Dial Phone Button button will dial the phone number stored in the Phone field
      1. NOTE: This feature requires an autodialer to be installed on the system.  When the button is clicked, Channergy copies the phone number to the clipboard, sends an Alt-C as a command to open the dialer and pastes it to the dialing application.
  4. Clicking on the Accounts tab tab opens the accounts screen (Click to open screen in a larger view)

    CRM AccountsThe CRM Accounts screen is divided to two regions the upper region is the record grid and the lower is the record detail.  The record grid is used for searching through records and the lower detail area is used for updating the records.  When the Accounts tab is first opened the Account Information subtab is activated first.

    1. Only the leads assigned to the user that is logged into the system will be shown.
      1. NOTE: Only the accounts for the Operator logged into the system will show up in the reminders list.  If you do not have Security activated, maximize the CRM Screen by clicking on the Maximize  Button button in the top right corner of the screen and select the Operator you want to view from the drop down list in the title bar

        Operator  Drop  Down

    2. Account Information Account Information tab
      1. CRM Account #- This is the account number that is assigned to the record when  an opportunity is created from a lead.
      2. Customer #- This is the Channergy customer number.  It is assigned from the CRMLeads table if the Lead comes from the Customers table.
      3. Originating Lead #- This is the lead number that created this account.
      4. Account Name-This is the name assigned to the account from the lead.  It is a combination of the Company Name ; First and Last Name fields from the lead.
      5. Account Description- This is populated from the Description information from the Leads table.
      6. Type-This is a customizable field from the CustomLookup table.  The default fields are Customer, Inquiry, Mailing, Ordering, Other and Prospect
      7. Industry-This is a customizable field from the CustomLookup table.  The default fields are Chemicals, Consulting Education, Entertainment, Food & Beverage, Healthcare, Manufacturing, Media, Other, Retail, Shipping, Technology and Utilities.
      8. Employees-The number of employees.
      9. Annual Revenue-Self explanatory
      10. Order Volume-Self explanatory
      11. Previous System- This is a custom field from the CustomLookup table.
      12. Phone-This field is pulled from the lead information when the Opportunity is created.
      13. Fax- This field is pulled from the lead information when the Opportunity is created.
      14. Email-This is pulled from the lead information when the Opportunity is created.
      15. Website-This is pulled from the lead information when the opportunity is created.
      16. The Dial  Phone Button button will dial the phone number stored in the Phone field
        1. NOTE: This feature requires an autodialer to be installed on the system.  When the button is clicked, Channergy copies the phone number to the clipboard, sends an Alt-C as a command to open the dialer and pastes it to the dialing application.
    3. Customer Information Customer Information tab (Click to open screen in a larger view)

      Customer Information

      1. The customer information tab opens up the customer information in the Customers layout that the Channergy software uses.
      2. From this interface you can edit the data in the related customer table.
      3. NOTE: Clicking on the Blue Line between the regions toggle between the Grid/Record view and Record view.  You can also drag the divider to change the ratio of grid versus record views.
  5. Contacts Contacts Tab tab (Click to open screen in a larger view)

    Contacts

    1. This opens up a contacts list in grid view.
    2. Adding a new contact here will associate the new contact with the Account that is selected.
    3. To add a new contact click on the Plus Button button in the tool bar at the bottom of the grid view.
    4. Tab through each of the fields and add information as follows.
      1. Customer #-Leave blank, the system will automatically populate with the customer number.
      2. Contact #-Leave blank, the system will automatically populate the field with a sequential number.
      3. The remaining fields can be populated as needed .
    5. To scroll through the contact list records use the navigation buttons Navigation Buttons at the bottom of the grid view.
    6. To delete a contact record select the record and click the Delete Record button.
    7. NOTE-The data in this table are stored in a table called CustomerContacts.  This is different from the where the data are stored when you click on the Contacts tab in the customer screen.
    8. The Dial  Phone Button button will dial the phone number stored in the Phone field
      1. NOTE: This feature requires an autodialer to be installed on the system.  When the button is clicked, Channergy copies the phone number to the clipboard, sends an Alt-C as a command to open the dialer and pastes it to the dialing application.
  6. Opportunities Opportunities Tab tab  (Click to open screen in a larger view)

    Opportunities Tab The Opportunities tab is divided into three regions.  The top view is the Account grid view.  The left side is the Opportunity grid view and the right side is the Opportunity record view.  This is set up because you can have multiple opportunities for the same account.  To maximize the opportunities view click on the Blue Line.  The following fields are in the opportunity record view screen.

    1. Opportunity #-This is the auto-generated number that is created when the Lead is converted to an opportunity.
    2. Create Dt-This is the date that the Lead was converted to an opportunity.
    3. Create ID-This is the operator ID of the person who created the opportunity.
    4. Originating Lead #-This is the lead number that the opportunity was created from.
    5. Last Update Dt-This is the last time the opportunity was updated, this field is a date field.  This is a manually edited field.
    6. Last Update ID-This is the operator id of the person who is making the update.  This is a manually edited field.
    7. Last Activity Dt- This is the last time any changes were made to this record by the system.
    8. Name- This is the populated from the Description field from the Lead table.
    9. Description-This is initially populated from the Notes field in the leads screen.
    10. Lead Source-This is initially populated from the leads screen.  Although the drop down is populated from data in the CustomLookup table.
    11. Partner-This is populated from the CustomLookup table.
    12. Type-This is another drop down that is populated from the CustomLookup table.  The default values are Existing Business and New Business.
    13. Amount-This is the amount that they are willing to pay.
    14. Budget-This is a budget amount that they have for implementation.
    15. Cost Conscious- Self explanatory
    16. Close Dt 1 and Close Dt 2- These are close date fields.
    17. Age-This is the age in days of the opportunity
    18. Closed-Marks the opportunity as closed.
    19. Next Step-This is populated from the CustomLookup table.
    20. Stage-This is the level of completion of the opportunity.   This is populated from the CustomLookup table.
    21. Stage Duration-This is a value of  how long the stage would be.
    22. Interest Level-A subjective evaluation of the customers interest in the product(s).  Populated from the CustomLookup table.
    23. Probability %-This is a subjective evaluation of whether or not the customer will purchase the product(s).
    24. Objection-Field for storing any objections that the customer my have to purchasing.
    25. Lost/Won-A valuation of whether or not the opportunity was successful in having the customer purchase the product(s).
    26. Lost/Won Reason-Self Explanatory.
    27. Decision Maker Name-Self Explanatory.
    28. The remaining fields are software industry specific but may be used for other purposes.
    29. To create a new opportunity, click on the Create Opportunity button.  This will create a new opportunity for the selected Account.
    30. Click on the Save Changes to save the record to the Opportunity table.
    31. Click on the Cancel Button to cancel any changes to the opportunity record.
    32. To create a task for the selected opportunity click on the Create Task for Opportunity.  This will create a new entry in the Tasks screen and the application will switch to the Tasks tab.
  7. Tasks Tasks Tab tab (Click to open screen in a larger view)

    Tasks Tab Populate the fields in the following manner.

    1. Action-This is what you want the reminder to tell you what to do.
    2. Reminder Dt-This is the date you want to set the reminder for.  To set the date click on the field and then click on the Date Drop Down button.  This will open up a mini-calendar where you can select the date.
    3. Reminder Time-This is the time you will be reminded to call the customer.  To set the time click on the field and then click on the Time Selection buttons to set the time.  NOTE: This feature uses the 24-hour clock so if you want to call back at 1:00 pm set the reminder time to 13:00.
    4. Notes-This is a free form note field to be included in your reminder.
    5. Priority- To populate this field, click on the field and select the Priority Drop Down button.  This will allow you to set the priority of the call.  The values are pulled from the CustomLookup table and can be edited.  The default values are High, Low, and Normal.
    6. Status- This field behaves the same way as the Priority field, click on the field and select the value from the drop down.  The default values are In Progress and Not Started.  These values are stored in the CustomLookup table and can be edited.
    7. Closed-This field should not be checked  until the task is completed.  If you want to close the task, click on the Close Button button.
  • Clicking on the Accounts tab tab opens the contacts screen (Click to open screen in a larger view)

    1. Only the accounts for the Operator logged into the system will show up in the contacts list.  If you do not have Security activated, maximize the CRM Screen by clicking on the Maximize  Button button in the top right corner of the screen and select the Operator you want to view from the drop down list in the title bar

      Operator Drop Down

    2. This list is read only, if you want to add or edit the contact information double-click on the record you want to access or click on the Open In Account button.  This will open the record in the Contacts sub tab in the Accounts tab.
  • Clicking on the Opportunities opens the Opportunities screen (Click to open screen in a larger view)

    Opportunities Tab

    1. Only the accounts for the Operator logged into the system will show up in the opportunities list.  If you do not have Security activated, maximize the CRM Screen by clicking on the Maximize  Button button in the top right corner of the screen and select the Operator you want to view from the drop down list in the title bar.

      Operator Drop Down

    2. This list is read only, if you want to add or edit the contact information double-click on the record you want to access or click on the Open  In Account button.  This will open the record in the Opportunities sub tab in the Accounts tab.

UNDER THE HOOD: The CRM uses CRMAccounts,CRMLeads,CRMOpportunities, CutomerContacts and CustomLookup tables.

CRMLeads – Holds leads, can be used to assign leads to cold callers & sales reps.  The OwnerOperatorID field determines which operator the lead will show up for, and you can assign them as needed.  Leads can also be created from existing accounts and customers by setting the CRMAccountNo & CustNo fields.  Any leads without those fields are considered new, and will create a new account & customer when they are converted to opportunities.

CRMAccounts – Account information.  This is the master record for opportunities, and is also the primary link to the CustNo in the Customers table.  The link from CRMAccounts to Customers should be 1-1, though not all customers have to have an account.

CRMOpportunities – Opportunities information.  Most of the qualifying information is located here, along with the custom fields you requested and many standard fields.

CustomerContacts – This is the multiple contacts table.  It does not have a “CRM” prefix because it’s a shared table between CRM & Channergy, like Customers and CustServ.

CustServ – This the normal contacts table, but new fields have been added for the CRM functionality.  In the CRM they are called “Tasks.”  There are new informational fields (Priority, Status) and a flag to close the tasks.  There is also a boolean flag to mark items that are part of the CRM.  Records marked this way will show up in the CRM as tasks, but regular entries will not.

CustomLookup – This table holds the lookup information for most lookup fields in the CRM.  This will allow you to set up custom lookup fields.   They are based on the table name (or “All” in some cases for lookups that go across tables, like time zones) and the fieldname.  These ARE case sensitive, so be careful how they go in.  The LookupValue is stored in the actual database, and the LookupDescription is used as part of the dropdown box.  You can use the sortno field to sort lookups that are not alphabetical (such as numbers).

We have written a script that pulls all of the customers from the Customers table that have not ordered any product and populates them in the CRMAccounts and CRMLeads tables.  The scripts will need to be customized for each implementation so that a valid administrator operator ID is inserted into the tables.

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