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

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Presentation on theme: "CRM ( Customer Relationship Management) An Application For iSeries 400 DMAS from Copyright I/O International, 2003, 2010 Skip Intro."— Presentation transcript:

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

3 2 CRM Customer Relationship Management 4 A contact management application for DMAS 4 Utilizes a Browser based interface for the end user 4 End users may be local or remote via the web

4 3 CRM Enterprises 4 Supports enterprises that are –Present customers (in DMAS customer master) –Prospects (not yet in customer master) 4 Prospects recorded as companies 51 thru 70 (customers are 01 thru 20) 4 Customers and prospects intermingled in same list 4 Feature provided to convert a CRM prospect to a DMAS customer

5 4 CRM Contacts 4 Contacts include –Contacts in DMAS customer master –Contacts entered into CRM application 4 Unlimited number of contacts per enterprise 4 Contact List function lists contacts for all enterprises or single enterprise 4 Numerous selection options available to limit contents of Contact List

6 5 CRM Contacts... 4 View details of a contact by clicking contact name 4 Ability to quickly add new contact for existing enterprise or add new prospect 4 When viewing contact, click button to view contact Note Log or Call List 4 For customer contact, quick access to –Customer sales –Status of orders –Invoice history –A/R inquiry –Shopping cart

7 6 CRM Notes 4 Communications with contacts are recorded as notes 4 Notes are recorded at the contact level 4 Unlimited number of notes per contact 4 CRM notes also accessible by DMAS internal note function 4 Note Log function lists all notes for an enterprise or contact 4 Numerous selection options available to limit contents of Note Log list

8 7 CRM Notes... 4 Notes may be marked as –Open –Protected –Private –Completed 4 Each note includes a review date 4 Review date is used to schedule future communications with a contact

9 8 CRM Call List 4 Call List function lists all notes scheduled for follow-up activities 4 Call List displays notes that are not marked as completed 4 Activities on Call List are listed in review date sequence for easy follow-up 4 Numerous selection options available to limit contents of Call List

10 9 CRM Call List... 4 Advance the Call List calendar by a single day at a time or a week at a time 4 Make calls directly from the list 4 Update the note to reflect latest communications 4 View scheduled calls for all contacts or a single contact 4 Create a new note by clicking the note icon CRM Summary

11 10 List Options CRM Summary Initial List Contact List (click button to view detail) Note Log Single Enterprise Call List Contact Detail List Options All Contacts Single Contact Review Note List Options Initial List Single Contact View Sales Add Prospect Add Contact Convert Prospect Add Note Advance List Back to Title Page Tailoring Options

12 11 Contact List – Initial View 4 Initial view of Contact List displays all contacts that the current viewer is authorized to see, limited to those assigned to the users default Group code 4 Contents of list may be controlled by using List Options 4 View details of a given contact by clicking the contact name

13 12 Contact List – Initial View Initial list includes all contacts authorized for the users ID/Group code Click name to view contact details Navigate to other functions / applications Multiple contacts per enterprise. Primary contact always listed first for enterprise (omitted page content) End of topic Prospects identified with a red P

14 13 Contact List – Single Enterprise 4 All contacts for a single enterprise 4 To see this list, display the primary contact (identified as Master Record) for an enterprise and click Display Contacts 4 Enterprise number, name and company displayed at top of page 4 A new contact for this enterprise may be added by clicking Add New Contact

15 14 Contact List – Single Enterprise List limited to contacts for a single enterprise Enterprise identified Primary contact for enerprise Total of 3 contacts for this enterprise End of topic

16 15 Contact List – List Options 4 Using the List Options can help you broaden or narrow the number of contacts on your list 4 You may list all contacts for a single enterprise, or search for contacts

17 16 Contact List – List Options Initial list includes all contacts authorized for the users ID If you know the company, enterprise, branch numbers, you may key them Using these options may cause more than one enterprise to be included in your list You may use one or more options to limit your list End of topic

18 17 Contact List – Contact Detail 4 Displays the detail for a single contact 4 For customer contacts, you may view sales, order, invoice, and A/R information 4 For prospect contacts, you have the option to convert the prospect to a customer

19 18 Contact List – Contact Detail Viewing the primary contact of a customer This is a primary customer contact Displays all contacts for this enterprise To change any information for a primary customer contact, you must use DMAS customer file maintenance

20 19 Contact List – Contact Detail A customer contact that IS NOT the primary contact for the customer This is a regular customer contact Displays all contacts for this enterprise You can change any contact information here that is in an entry capable field

21 20 Contact List – Contact Detail A primary contact for a prospect This is a primary prospect contact Displays all contacts for this enterprise You can change any contact information here that is in an entry capable field End of topic

22 21 Contact List – Add Prospect 4 When adding a new prospect, you can key the enterprise number of leave it blank and the program will automatically assign a number 4 Company numbers for prospects must be within 51 thru 70

23 22 Contact List – Add Prospect You add prospect information like you do regular contact data You can assign prospect numbers The name of the contact goes into the first name field Enter prospect information as you would when setting up new customers End of topic

24 23 Contact List – Add Contact 4 You can add new contacts for existing customers or existing prospects

25 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 Defaults from existing customer (prospect) record Enter the new contacts name, phone number, etc. End of topic

26 25 Contact List – View Sales 4 When viewing a customer contact, you have access to sales data for that customer

27 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

28 27 Contact List – Convert Prospect 4 For a given prospect enterprise, you can automatically create a customer record from any contact for that prospect 4 View the contact record you want to copy first 4 Then click the Convert to Customer button

29 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 Start the conversion by clicking the Convert button Before you convert, make sure this is the contact you want to copy End of topic

30 29 Note Log – All Contacts 4 To see a note log for all contacts of a given enterprise, first view the primary contact, then click the Note Log button 4 Top of page identifies All contacts and Master Record

31 30 Note Log – All Contacts A log of all notes for all contacts for a given enterprise Contact and enterprise data is displayed Notes may be Completed, Protected, Private, or open Notes listed in ascending note date sequence End of topic

32 31 Note Log – Single Contact 4 Clicking the Note Log button when viewing any non-primary contact will display a note log just for that contact

33 32 Note Log – Single Contact Note Log just for a single contact Contact and enterprise are identified To see the details of a note, click the Subject of the desired note Notes displayed in ascending note date sequence End of topic

34 33 Note Log – List Options 4 Using the List Options can help you broaden or narrow the number of notes displayed on your list

35 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 If you want notes listed regardless of their users ID, blank it out here You can select based on review date and/or note date End of topic

36 35 Note Log – Review Note 4 When you review a note, you may also make changes to it but only if it is not protected by someone else 4 Private notes may only be viewed by the user that marked it as private

37 36 Note Log – Review Note Reviewing a protected note Contact and enterprise The note is not yet marked as Complete This note is protected by user RMARCUSON End of topic You can scroll through the entire text of the note

38 37 Note Log – Add Note 4 When adding a new note, as much data will default as possible 4 You may change most defaulted data 4 Primarily, enter the text for the new note

39 38 Note Log – Add Note New notes default to the current date and time The contact and enterprise are identified You may change an default data that is in input capable fields When the contact is a customer, you can quickly view other customer data End of topic

40 39 Call List – Initial List 4 When coming from menu, Call List defaults to all scheduled calls for the current user ID 4 Scheduled calls start with current date and go back in time 4 Initial list includes scheduled calls for any contact, and enterprise

41 40 Call List – Initial List Initial list includes all scheduled calls for the users ID Defaults to start list with calls scheduled for today (base date for call list) Initial list does not include any notes that are marked as Completed Sequenced by scheduled call time within call date End of topic

42 41 Call List – Single Contact 4 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

43 42 Call List – Single Contact Coming from View Contact, list includes open calls for the users ID Open calls listed only for this contact Note that the base date may also be backed up by a day at a time or a week Base date defaults to current date End of topic Advance the base date by a day at a time or a week Open calls are listed under their respective review dates.

44 43 Call List – Advance List 4 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 4 A tailoring option allows the user to specify whether or not days without any open calls should be listed by default or not 4 The list options allow the user to show or not show open dates

45 44 Call List – Advance List Call List advanced by one day and open days are displayed Base date advanced by 1 day To add a note for a specific date, click the note icon next to the desired date Open days that do not have any scheduled calls End of topic

46 45 Call List – List Options 4 Using the List Options can help you broaden or narrow the number of calls on your list 4 You may limit calls to be listed many different ways 4 If you use too many and/or conflicting selection options, you may get an empty list

47 46 Call List – List Options The List Options page for the Call List offers many choices The company number defaults The user ID defaults to the current user The Latest review date defaults to the current date End of topic The Oldest review date default depends on the tailoring options

48 47 CRM Tailoring Options 4 Using the IOTAILOR EDCRM command, the user can tailor the CRM enhancement 4 The tailoring options control when the call list starts and how many days it should include

49 48 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 End of topic The user may choose to show empty dates on the call list or only dates with scheduled calls

50 49 End of Presentation For more information about the Customer Relationship Management Application for iSeries 400 DMAS, call I/O International, Inc. at (914) 232-2233 Thank you for your interest Suite 2002 Pinewood Business Center Somers, New York 10589 Return to CRM Summary

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