Customer Relationship Management (User Guide)

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Customer Relationship Management

(User Guide)

Date: Sunday Aug 30, 2015 Version: 1.0

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1

2 ABOUT THIS USER GUIDE

This user guide is divided into two main sections, the first one gives you a brief and an overview about the steps needed to implement the Customer Relationship Management module and the second one gives you a detailed guidance for each step.

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3 CUSTOMER RELATIONSHIP MANAGEMENT MODULE IMPLEMENTATION

OVERVIEW

The Customer Relationship Management module implementation requires three steps: 1) Master data definition

2) Recording the daily transactions 3) Running the Reports & Dashboards

3.1 M

ASTER

D

ATA

D

EFINITION

1) Organization Structure

Define the organizational hierarchy by creating all the business units (Entities, Sectors, Departments, Warehouses, Locators, Work Centers, etc…) in a tree model.

2) Campaigns

a. Campaign Status

Define the Campaign Status you are going to use in Marketing Automation transactions (Planning, Active, Inactive and Closed) or any other statuses you may find it more suitable to your business.

b. Campaign Types

Define the types of your campaigns (Telesales, Internet Ads and Television) or any other types you may find it more suitable to your business.

3) Leads

a. Leads Source

Define the leads sources that may generate leads and you are going to use in CRM transactions (Social Media, Website and Marketing Campaigns).

b. Leads Status

Define the leads Status you are going to use in CRM transactions (Need Urgently, Need in short term, Need in long term and Not Interested) or any other statuses you may find it more suitable to your business.

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Page 5 of 23 4) Items & Services

Define the list of items & services that will be used in the supply chain cycle. Each item/service should have a code, name, type (Raw material, sub-assembly or finished product), group (hierarchy). You could also add the basic purchase/sales price, inventory costing method (Weighted average, FIFO, Specific Identification), assign financial accounts to automatically create accounting transactions and set expiry, serial & reorder information.

5) Customers

Create a new/existing customer and enter his legal/personal, contact and financial information. 6) Competitor Items

Create a new/existing competitor items that you may use it to figure out how many lost opportunities per competitor.

7) Lost Sales Causes

Define the list of Causes that you may lost deals according to these causes. 8) Age Groups

Define age groups to be able to target a certain segment of leads or customers. 9) Customer Support Management

a. Complaints Types

Define the Complaints Types you are going to use in CRM complaints. b. Complaints Priorities

Define the Complaints Priorities you are going to use in CRM complaints (Urgent, Medium Priority or Not Now) or any other Priorities you may find it more suitable to your business.

c. Complaints Status

Define the Complaints Status you are going to use in CRM transactions (Escalated, Open, Closed and In Progress) or any other status you may find it more suitable to your

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3.2 R

ECORDING THE

D

AILY

T

RANSACTIONS

1) Campaigns

This form where you record all your new campaigns or update your old records. Every campaign has an auto-serial, date and all corresponding details of types, budget and target.

2) Leads

This form where you record all your new leads or update your old records. You can relate every new lead to a campaign and also you can escalate this lead to a salesman to follow up with him. 3) Leads Opportunities

This form where you record all your lead’s opportunities or update your old records. You can record what this lead is interested in exactly to be able to follow up with him and close the deal 4) Complaints

This form where you record all your complaints or update your old records. 5) Customers

This form where you record all your new customers or update your old records.

3.3 R

UNNING THE

R

EPORTS

&

D

ASHBOARDS

1) Lead

This report lists all the leads who created on the CRM system and all the required date about them.

2) Customers

This report lists all the customers who created on the CRM system and all the required date about them.

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4 C

USTOMER

R

ELATIONSHIP

M

ANAGEMENT

I

MPLEMENTATION

S

TEP BY

S

TEP

4.1 H

OW TO LOGIN

?

- Enter your user name and password (the default password is (123))

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4.2 H

OW TO CHANGE YOUR PASSWORD

?

- Follow the picture’s steps and press change password

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Page 9 of 23 - In page account you can change your password by entering your old password then writing your

new password and confirming the new password - Click save changes

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4.3 H

OW TO MODIFY YOUR DASHBOARD

?

- You can minimize , refresh or delete any widget from the upper right buttons of every dashboard

- You can add a widget

- You can set the default of dashboard online (live update) or offline(it updates manually) - You can use the news bar for the important notifications and click on it for more details

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4.4 H

OW TO CREATE YOUR ORGANIZATION STRUCTURE

?

- Select Organization Structure from Master Data from the side menu

- You can drag and drop business units to make it easier to the user to handle the hierarchy.

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Page 12 of 23 - To add a new business unit click Tabular View

- In column Code enter the code of the business unit (if coding is set to manual in the system configuration) ,or leave it to be filled automatically by the system

- In column Name enter the name of business units

- In column Name2 you can enter a secondary name of the business unit

- In column Description enter short description to define what this record refers to - In column Type select the type of this business unit Organization, Department ,

Warehouse or Location

- In column Group choose the direct parent of this business unit to define the hierarchy - In column Account choose a financial account and assign it to the business unit

- In column Cost Center choose a cost center of the business unit

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Page 13 of 23 - To show it in a tree view click Tree View

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4.5 H

OW TO CREATE CAMPAIGN STATUS

?

- Select Campaign Status from Master Data from the side menu - In column Name enter campaigns status name

- In column Description enter any extra data that may help the user later - Click Save (F10)

- Click on the red button to delete the record

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4.6 H

OW TO CREATE CAMPAIGN STATUS

?

- Select Campaign Types from Master Data from the side menu - In column Name enter campaigns types name

- In column Description enter any extra data that may help the user later - In column Group choose the direct parent of this type to define the hierarchy - Click on the red button to delete the record

- Click Save (F10)

- Click Tree View to show it in a tree view

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4.7 H

OW TO CREATE NEW LEAD STATUS

?

- Select Lead Status from Master Data from the side menu - In column Name enter the lead status name

- In column Description enter any extra data that may help the user later - Click Save(F10)

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4.8 H

OW TO CREATE LEAD SOURCE

?

- Select Lead Source from Master Data from the side menu - In column Name enter the lead source name

- In column Description enter any extra data that may help the user later - Click Save (F10)

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4.9 H

OW TO CREATE NEW ITEM

?

- To add a new item click Tabular View - In column Code enter the code of item - In column Name enter the name of item

- In column Item Category select the category of your new item based on the created categories in the items categories form

- In column UOM select a unit of measure for the new item

- In column Item Type select the type of the item (Raw Material, Sub-Assembly, Finished Product)

- In column Currencies select item basic sales/purchase currency - In column Sales Price enter the item sales price

- In column Unit Purchase Price enter the Unit Purchase Price

- In column Inventory Costing enter your preferred inventory costing method (FIFO/Weighted Average/Specific Identification )

- In column Location enter item location - Click Save(F10)

- To show it in a tree view click Tree View

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4.10 H

OW TO

S

EARCH FOR A CUSTOMER

?

- You can search by customer code, name and mobile number

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4.11 H

OW TO CREATE A NEW CUSTOMER

?

- In column Code enter the code of customer - In column Name enter the name of customer

- In column Secondary Name enter the Secondary Name of customer - In column Mobile No enter the mobile number of customer

- In column Address enter the address of customer - In column Regions enter the region of customer - Click Save(F10)

- Click the blue button to view more details

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4.12 H

OW TO CREATE A NEW COMPETITOR ITEM

?

- Select Competitor Items from Master Data from the side menu - In column Name enter the competitor item name

- Click on the red button to delete the record - To show it in a tree view click Tree View

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4.13 H

OW TO CREATE LOST SALES CAUSES

?

- Select Lost Sales cause from Master Data from the side menu - In column Name enter the Lost Sales Cause

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4.14 H

OW TO CREATE A NEW CAMPAIGN

?

- Enter the Name of the new campaign - Select a campaign from Campaigns Types

- In Description enter any extra data that may help the user later - Select the status of the campaign

- Creation Date and Creator are automatically generated - Enter the Start Date and End Date of campaign

- Enter (Currency, Budget Cost , Actual Cost ,Production Cost ,Medium Cost, other Cost and Revenue )

- Enter sub channel of campaign - Click Save(F10)

- Click the blue button to view more details

Customer Relationship Management (User Guide)