CUSTOMER RELATIONSHIP MANAGEMENT
(CRM)
Status: September 2013
PUBLISHER: Klopotek
Amsterdam, Berlin, London, Munich, Paris, Parsippany [email protected]
Table of Contents
Table of Contents
Business Partner Management - IAP-S-010/6.0 4
Suppl: Address Modification History - IAP-Z-010/6.0 14
Suppl: Customer Specific Regionalization - IAP-Z-020/6.0 15
Suppl: Online Edition of Duplicates and Condensation (Bank Information, Telecommunication, Classification, Contacts) - IAP-Z-030/6.0
16
Suppl: Pending and Temporary Modifications of Addresses and Telecommunication - IAP-Z-040/6.0
17
Suppl: Telephone (Inbound and Outbound), E-Mail and Fax Integration - IAP-Z-050/6.0 18 Confirmation of foreign VAT registration numbers - GEN-610/9.8 19
My Tasks - IAP-S-020/6.0 20
Suppl: E-Mail Integration in Business Partner Administration and Transaction Management - IAP-Z-060/6.0
21
Business Partner MBS Adaptor family - MBS-010/8.5 22
Web Services Address Pool - WEB-100/8.4 23
FCB Import address file to standard interfaces (KUP_I_AP) - CCM-X-120/8.4 24 Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) - WFL-010/6.0
25
Call Center Option (Teams, Transaction Samples) - WFL-020/6.0 31
Transaction Export to XML - CCM-X-100/6.0 32
Selection and Processing Management - CCM-020/6.0 33
Selection Result Classification - CCM-X-080/6.0 43
Selection Result Mass Data Processing (Update of Addresses and Dependent Objects) - CCM-X-090/6.0
44
Marketing Activity - CCM-030/6.0 45
Suppl: Advanced Scheduling Options - PPM-Z-170/8.8 47
Response-Forecast Monitoring - CCM-070/6.0 48
Table of Contents
© Klopotek & Partner GmbH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 3
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Pool Shipment (Shipping Profiles) - CCM-050/6.0 51
Marketing ViewPoint - CCM-100/8.5 52
Combining Promotional Material for Delivery and Triggering Letter shops - CCM-060/6.0 53
Address Check and Correction during Batch - CCM-X-140/9.8 54
Duplicate Check during Batch for Addresses - CCM-X-150/9.8 55
Duplicate Merge - GEN-070/7.1 56
Premium address alignment - Deutsche Post - GEN-510/9.5 59
Deleting Business Partners (on the basis of an address selection) - CCM-090/7.6 60 Customer Specific Date Exports to Selections - CCM-X-070/6.0 61
Export Interface Marketing Activities - CCM-X-110/7.8 62
Marketing Interface Package - SAP-060/7.8 63
Suppl: Dashboard - IAP-Z-080/10.0 64
Web Services Dashboard App - WEB-210/10.0 65
Suppl: Notification System - PPM-Z-020/6.0 66
Suppl: Quick Search - IAP-Z-090/10.0 67
Suppl: Digital Asset Management (DAM) - IAP-Z-100/10.0 68
Suppl: Quick Connect - IAP-Z-110/10.0 69
Multi LCL (Language, Currency, Location) - GEN-580/10.2 70
Business Partner Management - IAP-S-010/6.0
Business Partner Management - IAP-S-010/6.0
• Creation, editing and output of business partner data
• Basic module for publishing applications, customer care management and disposal system • Centralized, redundance-free filing, also by multiple use of addresses
• Postal code check (UNISERV Post - can be optionally licensed)
• Generation of a guiding code based on a street/road index (UNISERV Post - can be optionally licensed for Switzerland, Austria, the Netherlands, France, Spain, Belgium, Great Britain, Italy, Denmark and Sweden)
• Spell check for city, city district and additions to city as well as street names within Germany and Great Britain (UNISERV Post can be optionally licensed)
• Service via internet and web applications for checking postal addresses through the UNISERV SaaS portal – software as a service (can be optionally licensed)
• Configurable address view
• Country-specific presentation of addresses in dialog
• Automatic area allocation for USA and UK, with UK county and USA federal state determination (Multilocation IAP – UNISERV).
• Respective label enhancement with area code and/or county.
• Automatic recognition of address duplicates (UNISERV Mail-Business - can be optionally licensed)
Business Partner Management - IAP-S-010/6.0
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• Print output
– Postal norm-compliant label editing for dispatch to over 225 countries
– Address lists sorted according to standard settings (telephone list, birthday list etc.) – Creation of further print outputs with the assistance of the reporting tool INFOMAKER • Integration of a www city map service
Business Partner
• Business partners as legal entities (institutions and contacts, individuals) • Any number of addresses and contacts for a business partner
• Relationships between business partners, address hierarchies and company hierarchies • Free classification
• Business partner telecommunication information (integration of www, e-mail, telephone and fax is possible)
• Quick recording and editing of business partners • Filing images (BMP or JPEG) to a business partner • Income tax number for creditors
• Allocation of industries and brands to business partners
• Bank information details automatically determined when sort code or SWIFT-code entered
Addresses
• P.O. Box addresses, major customers' addresses • Marking VIP addresses
• Preview functions for address lists
Contact
• Contact at an institution with – Name
– Official title and title – Position
– Department
– Relationship to the institution
• Generation of greetings, taking account of academic title
• Automatic copying and updating of the institution's telecommunication connections when creating or modifying a contact
Business Partner Management - IAP-S-010/6.0
Address References
• Person at company address • Company at company address
• Person at individual's address (c/o addresses) • Automatic update of address references
Address Applications
• Flexible specification of the address usage required for each business relationship (shipping address, invoice address etc.)
• Temporary address application (deviating shipping address for the customer Jones Ltd. for the period 1.8.2011 to 30.9.2011)
International Address Label Editing
• Address preparation of printing, based on the postal norms for over 225 countries • Individual editing of each contact for an address
• Language-dependent, automatic generation of:
– Addressee with correct separation of the title and official title descriptions – Formal and personal salutations
Business Partner Management - IAP-S-010/6.0
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• Preview function for the address label • Print output
– Single, multiple and as a list
– On normal paper and as self-adhesive labels in any format (e.g. also Cheshire formats) • Export possible
– To Windows clipboard
– To Microsoft Word® target file – Directly to Microsoft Word®
• Editing of the label lists in the usual label formats, as well as abridgements - whenever required • Output of label lists in various standard sorting
– Postal Code, recipient, street – City, recipient, street
– Recipient, city, street
• Individually specified sorting of the label lists • Data export from business partner lists
Business Partner Management - IAP-S-010/6.0
Searching for Business Partners and Contacts
• Explicit identification of a business partner or contact via the address number
• Search via automatically generated keywords and the entry of the specific box allocations • Simple match-code search via city and street names
• Left and right truncation via wildcards • Search via:
– Classification, through the entry of roles and categories (logical AND/OR combinations) – Address usage (e.g. shipping address, invoice address)
– External addresses
– Potential duplicates, which are marked as such
Business Partner Management - IAP-S-010/6.0
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Address Hierarchies
• Layout and editing of address hierarchies (institution and contact, individual, street) • Copying, moving (by drag and drop) and deletion of contacts for institutions and streets
Company Hierarchies
• Illustration of multi-level, hierarchical business partner structures, such as group hierarchies, headquarters - branches, companies, societies, authorities, and organizations
• Easy assignment of business partners and contacts using drag and drop from the search results • Structuring of the hierarchy in freely definable hierarchy types
• Display of all related information on the business partners or contacts of the company hierarchy (roles, telecommunication, bank information)
Business Partner Management - IAP-S-010/6.0
Roles, Classifications and Freely Definable Features
• Flexible extensions of the features offered for business partners and contacts through definition and assignment
– Freely definable roles at proprietor and company group level (e.g. customer, supplier, prospect)
– Freely definable, n-level classifications for roles (e.g. customer: branch, sales revenue, VIP class)
– Freezing (blocking modifications) classifications – Assigning user groups to classifications
– Prioritizing classification entries
– Freely definable features (e.g. sales revenue (numeric), last contact (date) or comment (text)) • Administration tool for defining and editing roles, classifications and freely definable features
Business Partner Management - IAP-S-010/6.0
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Links and Texts
• Links as references to files or URLs for business partners • Optional HTML format for texts for business partners
Mass Classification of Business Partners and Contacts
• Assigning similar categories to a quantity of business partners and contacts using predefined classifiers
• Creating classifiers for business partners and contacts in a business connection (role). Optional limitation to address types (institution, contact, individual)
• Applying classifiers to the business partner list, to the standard import of addresses or to marketing selection results
Business Partner Management - IAP-S-010/6.0
External Addresses
• Importing addresses of any format via DB-loader and standard import interface • Importing addresses via a performance batch procedure
• Management of bought and rented addresses with origin designations as well as usage logging for the multiple use of these addresses
• Automatic role assignment and classification during address import
• Optional check for the absence of duplicates in the existing address record with the aid of UNISERV Mail-Business (can be optionally licensed)
• View of the imported external addresses in the search results: blue and in italics • Simple transfer of imported external addresses to own address record
Global Location Number (GLN)
• Management of the worldwide unique Global Location Number (GLN) of an address
• Explicit identification of business, subsidiary and branch addresses along with organizationally relevant sections of the company
• The base for a worldwide non-overlapping address identification standard as a prerequisite for the completely automated processing of electronically transmitted data
Business Partner Management - IAP-S-010/6.0
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Mail Merge and Text Module Management
• Flexible definition of mail merge templates, text applications (RTF), image files (BMP) and database contents
• Link to the database via data sources
• Integration of all data from the database is possible
• Tool-supported modification and creation of data sources is possible without programming • Time-controlled printout of the mail merge documents in the batch procedure
• Integration of freely definable text modules in mail merge templates • Send mail merge via e-mail
Suppl: Address Modification History - IAP-Z-010/6.0
Suppl: Address Modification History - IAP-Z-010/6.0
Business Partner Modification History
• Definition of data fields for the International Address Pool (IAP) in which the modification history is to be filed
• Determine for each data field whether the log file should be written when a business partner is recorded, modified and/or deleted
• Save the modification history (data field contents before and after modification) • Display the log file in the online system
Suppl: Customer Specific Regionalization - IAP-Z-020/6.0
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Suppl: Customer Specific Regionalization - IAP-Z-020/6.0
"Edit Areas" window and "Area" search tab • Differing regional references in an address
• Differentiation between regional references, which can be edited in the dialog (e.g. Geo Code or Nielsen areas), and those which are assigned via external options (UNISERV Post – can be licensed optionally) when creating or editing an address (community reference number) • Management of regions or customer-specific distribution areas via key tables
• Addition of customer-specific regional references and their assignment via a standardized interface is possible
• Prerequisite for implementation: License for the International Address Pool and UNISERV Post from the company UNISERV GmbH, to enable automatic regionalization on the basis of reference files
Suppl: Online Edition of Duplicates and Condensation - IAP-Z-030/6.0
Suppl: Online Edition of Duplicates and Condensation (Bank
Information, Telecommunication, Classification, Contacts) -
IAP-Z-030/6.0
• Use of standard products specializing in the reliable recognition of duplicates online and in the batch (UNISERV Mail-Business – can be licensed optionally)
• Duplicate check in the existing address record during the automatic importing procedure for addresses (UNISERV Mail-Business – can be licensed optionally)
• Duplicate check and duplicate interlinking (also via contact)
• Flexible definition of the similarity classes for duplicates (distinguishes between online and batch) • Editing of duplicates in the online system
• During the duplicate merge, the consistency of address relationships is considered for systems which are connected and use addresses
• Duplicate merge in the online system with corresponding checks and condensing of addresses (bank information, telecommunication, classification)
• Duplicate merge within an institution, e.g. of two contacts
• Prerequisite for implementation: Licenses for the International Address Pool and UNISERV Post from the company UNISERV GmbH
Suppl: Pending and Temporary Modifications of Addresses and Telecommunication - IAP-Z-040/6.0
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Suppl: Pending and Temporary Modifications of Addresses
and Telecommunication - IAP-Z-040/6.0
• Very quick entry of pending modifications to addresses or connections
• Automatic activation of the modifications via an asynchronous batch procedure • Limiting the modifications (temporary modifications)
Suppl: Telephone (Inbound and Outbound), E-Mail and Fax Integration - IAP-Z-050/6.0
Suppl: Telephone (Inbound and Outbound), E-Mail and Fax
Integration - IAP-Z-050/6.0
• CTI integration (Computer-Telephony-Integration) either with a telephone (ISDN), which is directly connected with the PC workstation, or via a telephone system, which is integrated in the network via a telephony server
• Integration via the TAPI interface (Telephone Applications Programming Interface) • Controlling of local telephones connected via the serial interface, client/server telephony • TAPI-enabled telephone system: TAPI-enabled means that the system is connected with the
telephony server via a card or serial interface and that the manufacturer provides a TSP-DLL-Set (TSP = Telephony Service Provider), which is installed in the telephony server
• Supported telephony functions:
– Inbound, i.e. an incoming call leads to the automatic business partner search in the IAP, once the phone number has been transmitted
– Outbound, i.e. the corresponding outgoing call is transferred from the application to the telephone system via outbound functions, upon activation
• Fax and e-mail messages can be sent by SMTP (Simple Mail Transfer Protocol) via the
registered message service or via the MAPI interface (Mail Application Programmers Interface), depending on the system configuration. Sending faxes via SMTP requires additional standard software
Confirmation of foreign VAT registration numbers - GEN-610/9.8
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EN_PS_CRM_1011 (Status: September 2013)
Confirmation of foreign VAT registration numbers -
GEN-610/9.8
The Federal Central Tax Office (Bundeszentralamt für Steuern or BZSt) offers a validation process via an internet form on its website (http://evatr.bff-online.de/eVatR/index_html), or alternatively, allows the integration of the XML-RPC interface (http://evatr.bff-online.de/eVatR/xmlrpc/) into your system. The interface is aimed at companies which wish to submit large numbers of validation requests.
The XML-RPC interface (Remote Procedure Calling) is integrated into the Klopotek system and, in contrast to single queries, has the advantage that manual entry of the business partner data you wish to check is not necessary.
• Validation requests for all non-German business partners which have a "VAT ID" or a corresponding "VAT Agent"
• Manual validation requests for business partners via an option in the user interface • Regular, automatic validation requests in the background
• Define a number of days before the VAT ID check is repeated for positive and negative results • Simple or qualified checks with optional official confirmation
– Simple – takes the business partner's VAT ID in combination with the VAT ID of your company into account
– Qualified – takes the business partner's "Name" and "City" into account in addition to the VAT IDs
• Specify a different name for the business partner which is used exclusively for the VAT ID check via an option in the user interface
• Evaluate the response supplied by the BZSt in the business partner's event log
• System alerts for serious errors during the execution (e.g. the service cannot be reached) and negative results
My Tasks - IAP-S-020/6.0
My Tasks - IAP-S-020/6.0
• Tasks for all objects (e.g. business partners, products, contracts) with deadline, status and info • Object to be edited can be opened directly by double-clicking in the "My Tasks"
• Filter the task list table by sender, status, and task type • Flexibility in sorting the task list
• Task list can be exported to Excel for editing
Suppl: E-Mail Integration in Business Partner Administration and Transaction Management - IAP-Z-060/6.0
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Suppl: E-Mail Integration in Business Partner Administration
and Transaction Management - IAP-Z-060/6.0
E-mail integration with Business Partner Management
• Creation or editing of a business partner address from an e-mail contact
– Automatic resolution of an e-mail address, for example, [email protected], into first name: B., surname: Voigt, country: Germany
– Acceptance of the e-mail address as a communication type
– Manual correction of the address is possible before transfer to the International Address Pool.
– Automatic marking of the addresses generated from e-mail contacts (not used for letter post) • Generation of an e-mail distribution list for further processing with other applications (for
example, Outlook, Lotus Notes or Thunderbird)
• Manually send e-mails from the results list or the business partner form via the local e-mail client ("mailto:" URL) or via SMTP via the application server.
E-mail integration for Transaction Management component
• Sending transactions as e-mails
– Generation of messages for a transaction and assignment of the messages to this transaction
– Referencing of the transaction in the e-mail subject line
– Generation of a message text from the transaction (linked objects, transaction description, transaction classification)
– Send e-mails via the local e-mail client ("mailto:" URL) or via SMTP via the application server..
Business Partner MBS Adaptor family - MBS-010/8.5
Business Partner MBS Adaptor family - MBS-010/8.5
Business Partner Adaptor (OUT)
The message published by this adaptor contains a business partner data subset including: • the corresponding addresses,
• contacts, • connections and
• roles and classifications.
Changes to the business partner will trigger the business partner adaptor to export the data set.
Business Partner Adaptor (IN) (in Version 8.5 – 8.8 and as of 9.8)
The message expected for this adaptor contains a subset of business partner data including: • the corresponding addresses,
• connections and
Web Services Address Pool - WEB-100/8.4
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Web Services Address Pool - WEB-100/8.4
Functional overview
Creating new data
• create new business partners, addresses and contacts along with connections, classifications and standard usages (e.g. delivery address)
• map a web account onto a business partner (institution/individual) or contact in Klopotek Maintaining data
• modify business partners, addresses and contacts along with connections, classifications and standard usages
• create and edit business partner's bank information Accessing existing data
• identify business partners using predefined characteristics such as the business partner number or the GLN
• identify business partners to control access rights to order data (see Web Services Book Orders/Journal Orders)
• access to existing standard uses for a business partner for use in the web shop • provision of complete data (full deduction) or differential data (delta)
Quality control
• validate business partner data
FCB Import address file to standard interfaces (KUP_I_AP) - CCM-X-120/8.4
FCB Import address file to standard interfaces (KUP_I_AP) -
CCM-X-120/8.4
• Import of addresses from files delivered separately to the interfaces of the International Address Pool (IAP) by means of a batch procedure.
• Data supplied consistently in format separated by a delimiter (Delimited). • No checks, conversions or modifications to the data supplied.
Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) - WFL-010/6.0
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Transaction Management (Mail Merge, Dynamically
Definable Characteristics, Transactions, Reporting) -
WFL-010/6.0
• Flexible depiction of business processes using transaction types
• Transactions with any number of linked objects (e.g. business partners, contact addresses, marketing activities, titles, contracts, reviews, orders)
• Notes, letters, scanned documents and freely definable supplementary information on the transactions
• Electronic reminder of transactions, for individuals or teams • Assigning teams to transaction types
• Search for business processes in all transaction and profile data • Status administration
• Transaction Samples
Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) - WFL-010/6.0
Linked Objects
• Specific assignment to link information objects such as business partners, addresses, journals, price lists in a transaction
• The type and number of linked objects is individually definable • Optional linked object
• Direct switching from the transaction to editing the linked object's data • Hierarchical relationships between linked objects
• Create and identify transactions directly from linked object editing
Notes
• Business transaction notes
• Notes can be freely designed through labeling. • Notes are included in transaction history
Transaction Supplements
• Transactions can be structured using transaction supplements
• Individual definition of the type and number of transaction supplements • Search using transaction supplements
Documents
• Linking of documents to transactions
• Linking of Microsoft Word® and Excel® files, scanned documents (e.g. reviews, biographies, contractual documents, letters) and image files (e.g. cover illustrations) in the transaction • Direct branching of linked information to the related application
Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) - WFL-010/6.0
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Letters
• Creating and editing letters in Microsoft Word®
• Creating mail merges and mail merge templates (online or in a batch procedure) for each transaction
• Data is automatically connected to the linked objects, from the database to the document
Transaction Profiles
• Create freely definable supplementary information in transaction profiles • Define transaction profiles using transaction classifications
• Define transaction classifications with the aid of the administration tool • Prepare supplementary information in a template
• Create detailed entries for the supplementary information using sub-templates • Search using profile information
Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) - WFL-010/6.0
Status Administration
• Status administration for the transparent execution of transactions that have been modified by several users
• Transaction history (status type, relevant notes, date and time, user abbreviation and possible notes)
• Modify transactions according to current status
Reminder
• Display all transactions that are not completed
• Display date, note and recipient (person in charge) of the transaction • Status related redirection and reminders for transactions
• Personal reminder of unfinished transactions for each individual
Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) - WFL-010/6.0
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Transaction History
• Transaction history for business partners involved in various different roles (customer, prospective customer, supplier, etc.) in the business process
• Display of the basic information on the transaction (transaction type, creation date, transaction notes, information on the linked objects)
• Branching from the linked object - business partner, to the respective role in the corresponding editing system
• Flexible sorting of the transaction history
• Selection via transaction history with integrated "Marketing" module
• Controlling marketing activities (e.g. cross-selling) using the transaction history
Transaction Samples
• Use transaction samples to pre-set work stages that can be used for settlement and evaluation • Simple, pace-oriented transaction creation
• Pre-define the transaction type and the associated documents and templates, reminders including user and reminder dates as well as mail merge batch control
Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) - WFL-010/6.0
Reports
The Transactions Management Report Package contains the following reports: • Addenda per Transaction Type
• Classification Entries and Addenda • No. of Transactions per Transaction Type • Profile Entries per Transaction Type
• Transactions according to type, profile, addendum and group
Import transactions from standard interface
• Automatic transaction creation via standard interface using the "WFL Import transactions from standard interface (WFL_IMP)" standard import procedure
• Active mapping of business processes affecting all systems
• Intermediate steering of manual checks and intervention is possible
• Bugfixing transactions (Exception Transaction Types) facilitate manual bugfixing via the user interface
• Import memos, letters, documents as well as linked objects from other modules in the Klopotek system
Call Center Option (Teams, Transaction Samples) - WFL-020/6.0
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Call Center Option (Teams, Transaction Samples) -
WFL-020/6.0
• Design more efficient call center activities; inbound using computer/telephone integration (CTI) and outbound using support and management options for call center teams
• Support inbound business using ACD equipment with standardized interfaces (TAPI) • Incoming telephone number activates online view of caller's transaction history • Redirect callers and online transactions to other agents or teams
• Support outbound business using integrated communications software for connecting telephone, fax, and e-mail
• For assigning to teams, users who jointly edit and maintain transactions. Supervisor option for job routing and supervision of work in progress
• Search for business transactions that have been enacted or edited within a certain team. Prevention of ‘cherry picking’ by limiting access is possible.
• Joint processing of jobs in teams. Avoid conflicting job access by using the blocking option • Bottleneck: reminder option permits work load redistribution by supervisor
• Prerequisite for implementation: License for "Telephone (Inbound and Outbound), E-Mail and Fax Integration [➙ 18]"
Transaction Export to XML - CCM-X-100/6.0
Transaction Export to XML - CCM-X-100/6.0
Export transactions from the results list • Export of transactions in XML format
• Definition by transaction type of the data to be exported
• Conversion of the transaction export into diverse formats, for example, HTML for publishing transaction information on web sites
• Export can be expanded to include customer-specific XSL stylesheets (integrated into the Transaction Management interface) for processing
Selection and Processing Management - CCM-020/6.0
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Selection and Processing Management - CCM-020/6.0
Profile search criteria and results list
• Target appropriate address selection on the basis of comprehensive and up-to-date information on the business partner via
– Selection profiles for formulation of search and filter criteria
– Result profiles for collation or combination of several selection results – Separation profiles for separating selection results, e.g. for random samples • Administrate freely definable and system generated marketing activity numbers • Manage profile statuses (planned, released, assigned and historicized)
• Proprietor and company group dependent profiles • Archivation of completed profiles
• Proprietor-wide address usage (Evaluation using Multi-reporting)
• Search options using unique profile numbers and keywords, editing dates, profile types and users who created them
Selection and Processing Management - CCM-020/6.0
Selection parameters for contacts
Selection Profiles
• Appropriate target audience result sets based on address properties (roles, classifications) • Selection parameters from various selection fields (business partner, addresses, transactions,
marketing activity log, etc.)
• Context dependent selection windows, multiple selection of features • Entry of concrete values for freely defined features
• Relational operators (>, <, <>, =, >=, <=, IN, NOT IN, not empty and empty) • Existence operators (HAS and HAS NOT)
• Logical connectors (AND and OR)
• Enclosure bracketing (round, angled and square brackets) • Simplified creation of selection profiles using duplication option
• Marketing contact counter activities: accumulation and selection of the number of marketing contacts for the whole customer relationship, on a quarterly basis per distribution channel (marketing channel) and product for each customer and prospect.
Selection and Processing Management - CCM-020/6.0
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Assigned profiles for the result profile
Result Profiles
• Flexible combination, as well as cascading of the appropriate target audience result sets from selection profiles, result profiles and separation profiles
• Operations: Cut, unite, exclude
• Link source profiles using drag-and-drop
Separation Profiles
• Separate result sets of selection profiles and result profiles (e.g. random samples) • File the edited result sets in the database
• Further processing of the result sets <> <> – Processing of the result sets
– Renewed separation of the result sets
– Combination with further target audience result sets using a result profile
Selections
• Selections
– On own unified address data – Using external imported data
– Using data related to the address data records via a database gateway and external references
– Using completed marketing activities for inclusion and exclusion in new marketing activities (follow-up activities)
– Using the statistical records (sales and sales revenue for products and customers) – Using consolidated order records
Selection and Processing Management - CCM-020/6.0
• Differentiated selections
– According to prospective and/or actual customers as well as other roles – According to particular features of prospective and actual customers – According to countries and regions (e.g. for regional inserts)
• Support for product groups: identifying appropriate customer target groups by purchasing patterns
• Online selection simulation (pre-configure number of hits) • Relative date entries in selections
• Online display and post-editing of selection results in address list form • Differently sorted address lists (individually expandable)
– Business partners – City and postal code – Selection result (random)
• Mark and display 'new' target addresses after address redirection in the list • Manually deactivate single addresses within a selection result
• Supports random promotion shipments (e.g. for journals) • Indicates selected addresses with activity flag
• Save selection result for follow-up activities • Generate transactions for a selection result
Selection and Processing Management - CCM-020/6.0
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Edit the address list online
• Edit the address list in a dialogue • Exclude target addresses
• Create transactions for selected addresses, e.g. to carry out telesales campaigns (using Work Flow Management)
Sorting the Result Sets
• Sort the result sets by (individually expandable): – Postal Code – Country/postal code/recipient – Country/city/recipient – Address number – Random Address Redirection
• Redirection of selected addresses to a previously defined target address • Redirection to the institution
Selection and Processing Management - CCM-020/6.0
Consolidation
• Consolidate target addresses according to preset rules – Number of addresses per business partner
– Number of contacts per business partner or address • Define priority rules for consolidation
– Institution before contact – Contact before institution – Contact before individual – Individual before contact • Prioritized consolidations
Selection and Processing Management - CCM-020/6.0
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Filter profile for telephone marketing Administration Profiles
• Administration tool for the database manager • Can be activated/deactivated
• If 'active', the administration profiles are always added to or subtracted from the selection result or the processing
• Filter profiles or extended profiles for other selection profiles
– The results produced by a filter profile are cut out of the selection result (e.g. for data protection lists).
– The results produced by an extended profile are united with the selection result (e.g. for cover address lists)
• Supplementary data fields for the selection of cover addresses and exclusions • Assign priorities for the processing order of multiple administration profiles • Define validity contexts
Address Processing
• Label printing • List printing • Mail Merge
• Infomail Import and Export • Microsoft Word® target file
Selection and Processing Management - CCM-020/6.0
• Export addresses (e.g. for Letter shop editing or service enterprises) • Cheshire printing for mass processing
• Selected address information processing using freely defined data sources
"Mail Merge" processing type
Mail Merge Processing
• Back office option for creating personalized mail merge using batch procedure. Enter any start time (overnight processing is possible)
• Output to selectable printer for all selected business partners or contacts
• Define mail merge templates in International Address Pool 'Mail Merge and Text Module Management' module. Link to data sources, making mail merge fields available from the database
Selection and Processing Management - CCM-020/6.0
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"MKG Communication" processing type
Automatic Creation of e-Mails and Faxes
• Use 'e-mail' to send an e-mail with subject, text and attachments to a particular target audience • Assign attachments from the file directory to the "Processing" tab using drag-and-drop
• Send mails using integrated communications software through an SMTP (Simple Mail Transfer Protocol) interface to a networked mail server. The mail server is the communication base, using SMTP to send messages on a TCP/IP (Transmission Control Protocol/Internet Protocol) network. • Select various processing methods, such as 'Fax' (prerequisite: SMTP enabled fax server
Editing Results
• Classification and declassification of business partners in the selection result, using a pre-defined template (classifier)
Selection and Processing Management - CCM-020/6.0
Generate Transactions for a Selection Result
• Reach selected target audience using telesales
• Transaction samples as template for pace-oriented transaction creation. Specify transaction type, assigned documents or document templates, mail merge templates, reminders including user or team and reminder date as well as conversation leads
• Create transactions using transaction samples for selected addresses and record them in a telesales agent's reminder
Selection Result Classification - CCM-X-080/6.0
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Selection Result Classification - CCM-X-080/6.0
"Classification" processing type
• Enhancing the selection results of complex marketing activities with additional features for data analysis and data mining
• Predefined classifiers describing the features to be allocated to a specific target group (e.g. A, B, C-customer)
• Allocation of address type, role, categories and assignment type (add, update) • Classifiers for mass address classification
• Declassifiers for removing the allocated features
Selection Result Mass Data Processing (Update of Addresses and Dependent Objects) - CCM-X-090/6.0
Selection Result Mass Data Processing (Update of
Addresses and Dependent Objects) - CCM-X-090/6.0
• Customer specific post-editing of a selection result in the marketing database, for adaptation to further processing requirements
• Application of SQL scripts to selection results • SQL creation in the data directory
• Prerequisite for implementation: License for Selection and Processing Management. The SQL modifications may only be made by Klopotek certified consultants
Marketing Activity - CCM-030/6.0
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Marketing Activity - CCM-030/6.0
• Create, edit and search different marketing activities and promotion materials
• Assign the products to be advertised (e.g. journals, books, loose-leaf) within a marketing activity, with the possibility of creating an integrated catalogue or promotion letter
• Unique identification of the marketing activity through computer-supported issue of activity numbers
• Management of marketing activities and advertising projects
• Assign promotion material from the appropriate Klopotek Product Pool
• Management of any number of operational contacts (letter shops, suppliers, exhibition organizers, etc.) for a marketing activity
• Marketing activities for product groups and sales models
• Support for product groups: identifying appropriate customer target groups by purchasing patterns
• Record information on the target audience as well as an expanded activity profile as freely determinable classifications
• Optimal user support, for example, through the setting up of conversation leads, for telesales activities
• Planned, estimated and actual costs statement
• Import the marketing activity costs from an external costs statement via a data interface (e.g. SAP)
• Various reports for monitoring and evaluating planned, current or completed marketing campaigns
• Prerequisite for use: licensing of basis marketing system and product pool for management of the advertised products and promotion material
Marketing Activity - CCM-030/6.0
• Schedule planning, schedule monitoring and schedule framework for marketing activities • Task lists with dependencies (critical path), automatic calculation of dates
• Managing part tasks which belong together as header tasks • Start, end, schedule postponing
• Scheduling control and overview per staff member
• XML-based export of the schedule for individual processing in Excel
• Prerequisite for use: licensing of basis marketing system and product pool for management of the advertised products and promotion material
Suppl: Advanced Scheduling Options - PPM-Z-170/8.8
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Suppl: Advanced Scheduling Options - PPM-Z-170/8.8
• By linking schedules from production, marketing activities and contributions (book contributions) to one another, it is possible to indicate dependencies between tasks, e.g. between production tasks and tasks from other departments
• Detailed scheduling of individual tasks via subschedules per task • Creation of subschedules also available for schedule templates
• Comparison between current and initial scheduling via special report with snapshop option – Changes available in Production Cockpit
• Manual changes to planning data result in changes to task duration or automatic postponement of other planning data
Response-Forecast Monitoring - CCM-070/6.0
Response-Forecast Monitoring - CCM-070/6.0
Graphical representation of the planning data in the "Forecast" report
Forecasting (of the expected response to a marketing activity) as a basis for capacity planning of all organizational units contributing to the activity
• Weekly targets as a basis for forecast examination
– Weekly distribution of the mailing quantities for each marketing activity
– Planned distribution of the response channels (letter, fax, Internet, etc.) for each marketing activity
Success Check - CCM-040/6.0
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Success Check - CCM-040/6.0
• View and evaluate the success of marketing activities using planned and actual response rates, as well as variable and fixed costs
• Calculate various reference numbers in order to evaluate the success of a marketing activity using few entry values (planned values)
• Calculate planned, estimated and actual values for sales revenue and cost quotients, Cost per Order (CpO), Cost per Interest (CpI), first order quotas and first customer quotas
• Round monetary amounts in accordance with the rounding precision defined for the respective currency.
• Consolidate actual values for sales and sales revenue from the real orders received. Load orders received using a Klopotek distribution system or statistics import interfaces
• Load actual cost values to the system from the networked Financial Accounting Department (e.g. SAP) using a batch procedure
• Flexible processing of campaign success data using accompanying reports: Campaign success per positive response, retrospective and marketing result (sales revenue/costs, cost per order and incoming orders)
• Online display of response per advertised product (using a networked Klopotek distribution system or available statistics import interface)
• Prerequisite for implementation: Success Check requires the core Marketing and Statistics systems
Sub-Target Group Management - CCM-080/6.0
Sub-Target Group Management - CCM-080/6.0
Quantitative and qualitative evaluation of responses from various sub target audiences on the basis of only one mailing
• Sub target audiences which are a part of the selection result assigned to the marketing activity • Marking of the sub target audiences with a special response code
• Prioritization, merging and exclusion of sub target audiences for marketing activities
• Consideration of the response behavior of the various sub target audiences in the break even analysis
Pool Shipment (Shipping Profiles) - CCM-050/6.0
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Pool Shipment (Shipping Profiles) - CCM-050/6.0
• Consolidate similar shipments from different marketing activities into a single shipment pool to save costs using Infomail shipments
• Pool shipment allows you to
– Consolidate shipments from different marketing activities in one shipment profile so that they can be sent all at once in a single postage-optimized batch through Infomail
– Consolidate real address duplicates in the selection (optional). The pooled marketing activities receive their activity numbers in the order defined by the user
– Further processing of the target addresses from a shipping profile using standard processing, export and import options
– Manage label information specific to an activity (activity number) • Prerequisite for implementation: License for the core Marketing system
Marketing ViewPoint - CCM-100/8.5
Marketing ViewPoint - CCM-100/8.5
• Flexible, individually scalable, browser-based information tool • Targeted overview of business process data
– Compact information display of the most business partner data – Brief information from the address pool
• For this, there are views of the following
– Activity-related data (participation in activities/campaigns, type of response)
– Indirect response (processes related to activities, additions to processes, status, reminders) – Operative processes (e.g. complaints, restriction via process type, creation date)
– Statistics
Promoted products: loose-leaf editions – no. of orders – standing order, shipment counter, start and end
Promoted products: journals – no. of orders – subscription, price type, price, start and end Promoted products: books – no. of orders – order, value, start and end
• Secure, real-time data access via internet browser or directly from PPM • Different information is available to staff in different departments
• Personalized overview layout and contents: which data should be shown how and where • Prerequisite for administrative part: License for Marketing ViewPoint Administration
Combining Promotional Material for Delivery and Triggering Letter shops - CCM-060/6.0
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Combining Promotional Material for Delivery and Triggering
Letter shops - CCM-060/6.0
• Combine shipments to take advantage of modern shipping and postal service cost reduction possibilities for the shipment of promotional material
• Avoid multiple shipments to the same target audience from different marketing activities • Shipment combination allows you to:
– Combine differently formatted promotion material into one shipment, according to selection of target audience
– Save postage by consolidating shipments – Control and package shipment types using lists
– Optimize processing of automatically assembled shipment packages using Cheshire labels • Prerequisite for implementation: License for the core Marketing system
Address Check and Correction during Batch - CCM-X-140/9.8
Address Check and Correction during Batch -
CCM-X-140/9.8
Extract from the log
• Address check: comparison of addresses and zip codes with official reference files from Deutsche Post AG (German Post)
• Correction of erroneous postal information (zip code, city, street name) for distinct matches (UNISERV Post – can be optionally licensed)
• Optional specification of freight codes for all German addresses and storage in database. Logging for freight codes not found, viewing and printing log possible (licensing of Postdirekt for basic address check)
• Automated regionalization when community reference number is transferred to the address pool database (UNISERV Post – can be optionally licensed)
• Determining interval limits for amount of data to be checked and corrected • External SQL restrictions possible to limit addresses to be checked
• Processing only unchecked addresses possible via identification in marketing database • Prerequisite for use: licensing of International Address Pool and supplemental software
UNISERV Post from the company UNISERV GmbH. Freight code determination requires a cooperative agreement with the Deutsche Post AG.
Duplicate Check during Batch for Addresses - CCM-X-150/9.8
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Duplicate Check during Batch for Addresses -
CCM-X-150/9.8
• Duplicate check, using differentiated regulations for the analysis of data similarities for business partners and contacts
• Use of specialized standard products for reliable duplicate recognition in batch (UNISERV Mail-Business – can be licensed optionally)
• Duplicate check within the existing address records
• Free definition of the similarity classes for duplicates (distinguishes between online and batch) • Printout of a list of potential duplicates
• Editing of duplicates in the online system can be licensed separately
• Prerequisite for use: licensing of the supplemental software UNISERV Mail-Business from the company UNISERV GmbH.
Duplicate Merge - GEN-070/7.1
Duplicate Merge - GEN-070/7.1
• Customer-specific rules for determining the duplicate master as a consulting service
• Mass processing of potential duplicate groups by determining the duplicate master in the batch • Definition of customer-specific rules to prevent merging
• Batch procedure to merge duplicates: automated consolidation of known and confirmed duplicate groups and address duplicates to a defined duplicate master
• Inclusion of references (orders, contributions, communication information) • Inclusion and logging of customer-specific rules
• Logging and reporting of the account and customer numbers for connected systems (for example, financial accounts) that are changed by the duplicate merge
• Prerequisite for use: licensing of International Address Pool and the supplemental software UNISERV Mail-Business from the company UNISERV GmbH.
Duplicate Merge - GEN-070/7.1
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Support for Duplicate Processing in the User Interface: Search for business partners and contacts
• Search for all addresses contained in a selection result to check the addresses generated by a marketing selection for duplicates
• Search for potential and confirmed duplicates
Editing duplicates in the application
• Manual creation of duplicate groups by assigning duplicates from the business partner list using drag and drop to supplement duplicate recognition in the batch
• Manual duplicate master setting in the application as an enhancement or alternative to automatic master determination in the batch
• Manual confirmation of potential duplicates or entire duplicate groups in the application for automatic merging
• Identification and editing of duplicates in the application on the basis of a selection result • ToolTip in edit duplicates
• Customer info display
• Display of the address hierarchy for master duplicate and duplicates • "Duplicate Info" with information about confirmation and a hindrance reason
Duplicate Merge - GEN-070/7.1
Selection and processing management
• Duplicate recognition on the basis of a marketing selection result for integration of the batch procedure into the results processing of marketing profiles
• Possible to check both imported addresses as well as addresses created during specific time periods against themselves as well as against the entire pool of duplicates or gradual editing of sub-sections of the address pool
Premium address alignment - Deutsche Post - GEN-510/9.5
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Premium address alignment - Deutsche Post - GEN-510/9.5
• Using a function in the international address pool, you can import data about relocations oraddress modifications within Germany (data is supplied by Deutsche Post, the national postal service)
• Data about relocations or address modifications can be imported in the formats csv, xml, txt • The system automatically includes the new address in the corresponding boxes in the “Business
Partner” form. The old address is overwritten.
• The batch procedure for sales system output control (OCS – Output Control System) exports the recipient's assignment ID. This ID enables the precise import of change of address data from Deutsche Post into the Klopotek System.
Deleting Business Partners (on the basis of an address selection) - CCM-090/7.6
Deleting Business Partners (on the basis of an address
selection) - CCM-090/7.6
• Batch procedure for deleting selected target addresses and the associated IAP attributes from the address pool while maintaining the Klopotek data integrity
• Integration of the batch procedure as selection processing
Customer Specific Date Exports to Selections - CCM-X-070/6.0
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Customer Specific Date Exports to Selections -
CCM-X-070/6.0
• Generates special export formats for further processing of the selected target groups by a Letter shop or other service enterprise
• Processing of all data created for the individual objects in the database via definable data sources
• Adapts data sources individually without programming • Data from MKG data sources can be saved to the file system • Defines the data sources via the InfoMaker tool
• Processing formats: Text, CSV, Excel®, HTML, DBASE III, SQL Syntax, Windows Metafile • Prerequisite for implementation: License for Selection and Output Management. Processing
Export Interface Marketing Activities - CCM-X-110/7.8
Export Interface Marketing Activities - CCM-X-110/7.8
• Export of the new marketing activities as well as those that have been updated since the last run including export of:
– Marketing activity number – Cost types
– Cost center – Promoted products
– Breakdown of costs of the promoted products
Marketing Interface Package - SAP-060/7.8
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Marketing Interface Package - SAP-060/7.8
• The marketing interface package includes the following interfaces: – Marketing_Activity_Book_K2S interface
– Marketing_Activity_Journal_K2S interface – Actual_Cost_S2K interface
• These standard interfaces communicate the planned and actual costs of marketing activities for books and journals between the Klopotek and SAP systems. This information loop makes it possible to analyze data uniformly and generate the respective reports.
– The planned costs of the marketing activities are exported to interfaces from the Klopotek system. Text files generated by the batch procedure are imported into the SAP system. – The actual production costs for products/journals are exported to an interface from the SAP
system. The text file generated by the batch procedure during this process is imported into the Klopotek system.
Suppl: Dashboard - IAP-Z-080/10.0
Suppl: Dashboard - IAP-Z-080/10.0
With the "Workflow Dashboard", users can see all the tasks which are relevant to them at a glance. Its support enables the user to control processes efficiently and to monitor deadlines.
• In relation to a reference date, you can immediately see: – Which tasks are due on the selected reference date? – Which tasks are already overdue?
– Which tasks are due within seven days of the selected reference date?
• Clear layout separates your tasks from the tasks which have been delegated to other users or work groups for completion.
• System Alerts: automatically generated messages about modifications to defined objects which are relevant to the specific user.
• Open the object associated with the task direct from the "Workflow Dashboard" • Tasks in the "Workflow Dashboard" are synchronized with "My Tasks"
• The Klopotek application can be configured to open the "Workflow Dashboard" automatically on start up
• Prerequisite: the "My Tasks" (IAP-S-020/6.0) license. The "Suppl: Notification System" (PPM-Z-020/6.0) license is required to display system alerts in the "Workflow Dashboard".
The licenses "Suppl: Dashboard" (IAP-Z-080/10.0), "Suppl: Quick Search" (IAP-Z-090/10.0), "Suppl: Digital Asset Management (DAM)" (IAP-Z-100/10.0) and "Suppl: Quick Connect" (IAP-Z-110/10.0) can only be
Web Services Dashboard App - WEB-210/10.0
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Web Services Dashboard App - WEB-210/10.0
The "Web Services Dashboard" supplies the "PPM Dashboard" app (as of iOS 5.0) on your iPhone (3GS, 4, 4S and 5), iPod touch (3rd, 4th and 5th generation) or iPad with the open tasks from the "Dashboard" in the
Klopotek applications.
New when you are out of the office, you still have optimal control of your workflow.
Functional overview
• Overview of your own tasks and task delegated to others • Overview of events in the Klopotek system (system alerts) • Flag tasks as "Completed" in the app
• Delete tasks in the app
• The "Web Services Dashboard" synchronizes changes to the tasks between the app and the "Dashboard" in the Klopotek applications
Suppl: Notification System - PPM-Z-020/6.0
Suppl: Notification System - PPM-Z-020/6.0
• The notification system controls the automated referral of important information in-house • In-house information channels are optimized – For example: If the title of a planned book changes, the staff members in the publicity and production departments will be notified automatically
• Notification is done by e-mail
• The notification system works in the background. No further user action is necessary.
• The system is configured for each customer, to recognize relevant information and appropriate recipients circulation. Each customer can administrate the settings in the database.
• The notification system is integrated in: Product Pool, Address Pool, "Production", "Contracts", "Rights Acquisition" and "Rights Sales" modules.
System alerts in the "Workflow Dashboard"
• System alerts can be displayed in a separate tile in the "Workflow Dashboard". These alerts can be triggered by two different types of events:
– Internal events: Modifications have been made to objects in the Klopotek system – these changes have been logged in the correspondingly configured modification history.
– External events: An external event logged in XML can be imported into and processed in the Klopotek system.
Suppl: Quick Search - IAP-Z-090/10.0
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Suppl: Quick Search - IAP-Z-090/10.0
Quick Search provides you with a general search function - similar to "Google" search - which searches for the queried term in several modules simultaneously and presents the results immediately.
• Enter search terms in a universal field in the toolbar • Search multiple modules at the same time
• Search through DAM (Digital Asset Management) content in appropriate modules
Search options
• Standard search
– Multiple search terms return results that match all the terms used • Enhanced search
– Search using Oracle syntax and special characters; search terms linked with operators
Search results
• Presented in a separate docked form
• Presented in a tree structure for each module with the associated symbol, object, and snippet of content
– Display DAM content • Sorted alphabetically
• Display number of hits per module
• Open the associated form with a double-click
User profile
• Define the maximum number of hits
• Define whether DAM content is included in the search
The licenses "Suppl: Dashboard" (IAP-Z-080/10.0), "Suppl: Quick Search" (IAP-Z-090/10.0), "Suppl: Digital Asset Management (DAM)" (IAP-Z-100/10.0) and "Suppl: Quick Connect" (IAP-Z-110/10.0) can only be purchased as a package.