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CRM (Customer Relationship Management)

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Presentation on theme: "CRM (Customer Relationship Management)"— Presentation transcript:

1 CRM (Customer Relationship Management)
An Application For iSeries 400 DMAS from  Copyright I/O International, 2003 , 2010 Skip Intro

2 CRM Customer Relationship Management
A “contact management” application for DMAS Utilizes a “Browser based” interface for the end user End users may be local or remote via the web

3 CRM Enterprises Supports enterprises that are
Present customers (in DMAS customer master) Prospects (not yet in customer master) Prospects recorded as companies 51 thru 70 (customers are 01 thru 20) Customers and prospects intermingled in same list Feature provided to “convert” a CRM prospect to a DMAS customer

4 CRM Contacts Contacts include
Contacts in DMAS customer master Contacts entered into CRM application Unlimited number of contacts per enterprise Contact List function lists contacts for all enterprises or single enterprise Numerous selection options available to limit contents of Contact List

5 CRM Contacts . . . View details of a contact by clicking contact name
Ability to quickly add new contact for existing enterprise or add new prospect When viewing contact, click button to view contact Note Log or Call List For customer contact, quick access to Customer sales Status of orders Invoice history A/R inquiry Shopping cart

6 CRM Notes Communications with contacts are recorded as “notes”
Notes are recorded at the contact level Unlimited number of notes per contact CRM notes also accessible by DMAS internal note function Note Log function lists all notes for an enterprise or contact Numerous selection options available to limit contents of Note Log list

7 CRM Notes . . . Notes may be marked as
Open Protected Private Completed Each note includes a review date Review date is used to schedule future communications with a contact

8 CRM Call List Call List function lists all notes scheduled for follow-up activities Call List displays notes that are not marked as “completed” Activities on Call List are listed in review date sequence for easy follow-up Numerous selection options available to limit contents of Call List

9 CRM Call List . . . Advance the Call List calendar by a single day at a time or a week at a time Make calls directly from the list Update the note to reflect latest communications View scheduled calls for all contacts or a single contact Create a new note by clicking the note icon CRM Summary

10 (click button to view detail)
CRM Summary Contact List Initial List Single Enterprise List Options Contact Detail Add Prospect Add Contact View Sales Convert Prospect Note Log All Contacts Single Contact List Options Review Note Add Note Call List Initial List Single Contact Advance List List Options (click button to view detail) Back to Title Page Tailoring Options

11 Contact List – Initial View
Initial view of Contact List displays all contacts that the current viewer is authorized to see, limited to those assigned to the user’s default Group code Contents of list may be controlled by using List Options View details of a given contact by clicking the contact name

12 Contact List – Initial View
Initial list includes all contacts authorized for the user’s ID/Group code Click name to view contact details Multiple contacts per enterprise. Primary contact always listed first for enterprise Prospects identified with a red “P” (omitted page content) Navigate to other functions / applications End of topic

13 Contact List – Single Enterprise
All contacts for a single enterprise To see this list, display the primary contact (identified as “Master Record”) for an enterprise and click “Display Contacts” Enterprise number, name and company displayed at top of page A new contact for this enterprise may be added by clicking “Add New Contact”

14 Contact List – Single Enterprise
List limited to contacts for a single enterprise Enterprise identified Total of 3 contacts for this enterprise Primary contact for enerprise End of topic

15 Contact List – List Options
Using the List Options can help you broaden or narrow the number of contacts on your list You may list all contacts for a single enterprise, or search for contacts

16 Contact List – List Options
Initial list includes all contacts authorized for the user’s ID If you know the company, enterprise, branch numbers, you may key them You may use one or more options to limit your list Using these options may cause more than one enterprise to be included in your list End of topic

17 Contact List – Contact Detail
Displays the detail for a single contact For customer contacts, you may view sales, order, invoice, and A/R information For prospect contacts, you have the option to convert the prospect to a customer

18 Contact List – Contact Detail
Viewing the primary contact of a customer This is a primary customer contact To change any information for a primary customer contact, you must use DMAS customer file maintenance Displays all contacts for this enterprise

19 Contact List – Contact Detail
A customer contact that IS NOT the primary contact for the customer This is a regular customer contact You can change any contact information here that is in an entry capable field Displays all contacts for this enterprise

20 Contact List – Contact Detail
A primary contact for a prospect This is a primary prospect contact You can change any contact information here that is in an entry capable field Displays all contacts for this enterprise End of topic

21 Contact List – Add Prospect
When adding a new prospect, you can key the enterprise number of leave it blank and the program will automatically assign a number Company numbers for prospects must be within 51 thru 70

22 Contact List – Add Prospect
You add prospect information like you do regular contact data You can assign prospect numbers Enter prospect information as you would when setting up new customers The name of the contact goes into the first name field End of topic

23 Contact List – Add Contact
You can add new contacts for existing customers or existing prospects

24 Contact List – Add Contact
Adding a new contact for an existing customer (or existing prospect) The enterprise information may be different for every contact Enter the new contact’s name , phone number, etc. Defaults from existing customer (prospect) record End of topic

25 Contact List – View Sales
When viewing a customer contact, you have access to sales data for that customer

26 Contact List – View Sales
Sales information for an existing customer Current year sales comes from the customer master file You see prior years only if DMAS EIS is installed End of topic

27 Contact List – Convert Prospect
For a given prospect enterprise, you can automatically create a customer record from any contact for that prospect View the contact record you want to copy first Then click the “Convert to Customer” button

28 Contact List – Convert Prospect
A customer record will be created using the prospect data shown Contact data displayed that will be used to create the customer master Before you convert, make sure this is the contact you want to copy Start the conversion by clicking the “Convert” button End of topic

29 Note Log – All Contacts To see a note log for all contacts of a given enterprise, first view the primary contact, then click the “Note Log” button Top of page identifies “All contacts” and “Master Record”

30 Note Log – All Contacts A log of all notes for all contacts for a given enterprise Contact and enterprise data is displayed Notes listed in ascending note date sequence Notes may be “Completed”, “Protected”, “Private”, or open End of topic

31 Note Log – Single Contact
Clicking the “Note Log” button when viewing any non-primary contact will display a note log just for that contact

32 Note Log – Single Contact
Note Log just for a single contact Contact and enterprise are identified Notes displayed in ascending note date sequence To see the details of a note, click the “Subject” of the desired note End of topic

33 Note Log – List Options Using the List Options can help you broaden or narrow the number of notes displayed on your list

34 Note Log – List Options You may limit the contents of the note log a number of ways You can limit the list to all notes with a single subject You can select based on review date and/or note date If you want notes listed regardless of their user’s ID, blank it out here End of topic

35 Note Log – Review Note When you review a note, you may also make changes to it but only if it is not protected by someone else Private notes may only be viewed by the user that marked it as private

36 Note Log – Review Note Reviewing a protected note
Contact and enterprise This note is protected by user “RMARCUSON” The note is not yet marked as “Complete” You can scroll through the entire text of the note End of topic

37 Note Log – Add Note When adding a new note, as much data will default as possible You may change most defaulted data Primarily, enter the text for the new note

38 Note Log – Add Note New notes default to the current date and time
The contact and enterprise are identified When the contact is a customer, you can quickly view other customer data You may change an default data that is in input capable fields End of topic

39 Call List – Initial List
When coming from menu, Call List defaults to all scheduled calls for the current user ID Scheduled calls start with current date and go back in time Initial list includes scheduled calls for any contact, and enterprise

40 Call List – Initial List
Initial list includes all scheduled calls for the user’s ID Defaults to start list with calls scheduled for today (“base date” for call list) Sequenced by scheduled call time within call date Initial list does not include any notes that are marked as “Completed” End of topic

41 Call List – Single Contact
When coming from viewing a specific contact, Call List defaults to all open calls for the contact and the current user ID, starting at the current date and going back in time

42 Call List – Single Contact
Coming from View Contact, list includes open calls for the user’s ID Open calls listed only for this contact Base date defaults to current date Advance the base date by a day at a time or a week Open calls are listed under their respective review dates. Note that the base date may also be backed up by a day at a time or a week End of topic

43 Call List – Advance List
The base date of a Call List may be advanced or backed up by a day at a time or a week at a time A tailoring option allows the user to specify whether or not days without any open calls should be listed by default or not The list options allow the user to show or not show open dates

44 Call List – Advance List
Call List advanced by one day and open days are displayed Base date advanced by 1 day Open days that do not have any scheduled calls To add a note for a specific date, click the note icon next to the desired date End of topic

45 Call List – List Options
Using the List Options can help you broaden or narrow the number of calls on your list You may limit calls to be listed many different ways If you use too many and/or conflicting selection options, you may get an empty list

46 Call List – List Options
The List Options page for the Call List offers many choices The company number defaults The Latest review date defaults to the current date The Oldest review date default depends on the tailoring options The user ID defaults to the current user End of topic

47 CRM Tailoring Options Using the IOTAILOR EDCRM command, the user can tailor the CRM enhancement The tailoring options control when the call list starts and how many days it should include

48 The user can set how many days the call list should include
CRM Tailoring Options The CRM enhancement has three tailoring options (green screen) The user can set the number of days from today that the call list should start (plus or minus0 The user can set how many days the call list should include The user may choose to show empty dates on the call list or only dates with scheduled calls End of topic

49 Thank you for your interest
End of Presentation Thank you for your interest For more information about the Customer Relationship Management Application for iSeries 400 DMAS, call I/O International, Inc. at (914) Suite 2002 Pinewood Business Center Somers, New York Return to CRM Summary

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