1. Web Self Service Take Home Message Web Self Service gives CRM information access to assigned non-CRM users.

2. Overview CRM Web Self Service (WSS) allows third parties to access necessary data/information stored in CRM system, outside the CRM application. Clever, customizable design enables you to choose which features to include in your CRM application, and further modify the application to suit your needs.

3. How it works Basic mechanism: The firm’s marketing department uses the CRM application and communicates with their agents all over the country using the WSS application.

4. Industry: Real Estate To illustrate how WSS works, we are going to make a real estate company’s WSS application as our example.

5. Getting Started Get the WSS URL from your Marketing Department. Login. If your agent does not have login details yet, ask for details from existing CRM users. Request for login details from the following: 1.Any CRM user in your company 2.Your CRM Works Support team 3.If you are an existing WSS user, you can use WSS to request for login details from your CRM team. Click!

6. Menu Page Menu page shows you all the functions of your WSS application Displays details on buildings with vacancies Shows details on available residential space Displays status reports on different statistics. Displays information on the user’s list of clients Enables agents to enter new leads on to ACRM Enables agents to search for opportunities to do business

7. Buildings tab enables agents to search, list, and view building specifications. Buildings Tab (Search) You are here. Key in the name of the apartment, building, client, or whatever information you are looking for. Press “Find” to show the list of entries that contain your search keyword.

8. Buildings Tab (List) The “Find” function shows you a list of all entries that contain your query. Click on the entry to view more information.

9. Buildings Tab (View Building) Agents can now view more information of the building they are interested in. Agents can also view the building’s library and special promotions. From the name of the building, to its Development Manager, this page displays all the necessary information that your agent needs to know about a building.

10. Apartments tab enables agents to search, list, and view apartment details. Apartments Tab (Search) You are here. You can further filter your search query by keying in keywords, or by choosing from the options in the search fields. Click to get the list of apartments that match your search queries.

11. This page lists all the apartment entries that match your query. Apartments Tab (List) Apartment entries are classified according to their names, the project they belong to, and the number of bedrooms. You can also have a quick look into what apartments are available per building. Choose which building you want to check from the dropdown list and click on “Refresh.”

12. This page then shows all information about the apartment. Apartments Tab (View Apartment) From the number of bedrooms to the balcony area, to the parking type, everything you need to know about the apartment is displayed on this page. When you think you found the apartment you are looking for, Hold the Apartment!

13. Apartments Tab (Hold Apartment) Holding an apartment reserves the apartment to an agent, temporarily shelving the apartment entry from the list making the details solely exclusive to the agent. The agent can mention that he is holding this particular unit for a client who he thinks will be very interested in the apartment. Clicking on the “Hold” link temporarily disables the apartment from being viewed by other agents. *An apartment can be kept on hold for a limited period of time. In case the bond expires without agent activity, the apartment will automatically be made available publicly once again.

14. The Clients tab enables agents to search, list, and view their roster of clients and their specifics. Clients Tab (Search) You are here. You can search for clients using the different filters available on this page. Click on find! You can also click on this tab to get a complete list of clients in the database. The territory filter narrows the list down according to territory. The Client type filter Narrows the list down To according to type Of contact; e.g. Solicitors, Staff, Service Providers, Contractors, etc.

15. This page lists all the entries that match your search query. Clients Tab (List) Click on an entry to view details about the client. Agents can click on the “List of Clients” tab to view a complete list of clients in the database.

16. This page displays all there is to know about a client. Clients Tab From first names, to their marital status, to his or her number of children, this page displays all there is an agent needs to know to determine his client’s requirements. Agents can also attach notes, additional addresses, and other contact information through these tabs. Click on “Edit Client” to update, or modify existing client information. Clients Tab (View)

17. The Leads tabs enables an Agent to find, list, and enter new leads and submit them to the firm’s CRM system. Leads Tab (Search) You are here. An agent can search for leads by territory. An agent can also look for leads depending on the status of the leads (Lead just created? Already converted to opportunity? Or was it successfully closed?) An agent can also search for leads depending on the stage of the lead (cold, tepid, warm or hot) Click!

18. This page displays all leads that matched your search query. Leads Tab (List) Clicking on the entry will enable you to view the lead’s summary of details. This dropdown tool enables you to further filter your leads by lead status.

19. This page displays the lead’s summary. Leads Tab (View Lead) Everything that an agent needs to know about a lead is displayed in this page. Agents can also view additional information, like contacts, addresses, and attached notes on this lead. Agent can create new lead, or convert this entry into an opportunity. Let’s click on “Create New Lead” first.

20. Your agent can input new lead details in this page. Leads Tab (Create New Lead) Key in all applicable field in this page, make sure to fill up all mandatory fields for a lead entry to save successfully. Click on “Save” to add new lead to CRM database. A notification will be sent to CRM users, notifying them that a lead has been create.

21. WSS users can contribute to the growth of your CRM leads database. ACRM Notification: New Lead Notification will appear on every tab in the CRM interface. This appears immediately.

22. Agents/WSS users can search the WSS database for opportunities to do business. Opportunities Tab (Search) You are here. Search for existing opportunities release by the Marketing Department. Search via description, business name, territory, etc. Click on find to get list of opportunities that match your query.

23. This page shows a list of all opportunities that match the search query. Opportunities Tab (List) Click on the opportunity link to get more information. You are here.

24. All the agent needs to know about the opportunity he is interested in is displayed in this page. Opportunities Tab (View) Check the contact person’s name, what kind of apartment he is interested in, etc. You can also view more details, contract details, special offers, notes, and library about a particular library. Should a client decide to discontinue his application, the agent can mark this activity as “Fallout.”

25. This fallout window finalizes the tagging of a certain opportunity as canceled, or “Fallout.” Opportunities Tab (Fallout) Click on “Save” to mark event as fallout. Choose from a variety of categories in this dropdown list; Contract Issues, to Finance Issues, to Price Issues.

26. A CRM user is immediately notified of a fallout. CRM View: Fallout Notification Notification will appear on every tab in the CRM interface. This appears immediately. CRM Users may also opt to receive notifications via the email.

27. Agents can generate reports using WSS by choosing desired filters. Reports Choose whether to print the report or to export it to Excel. Customize your reports, choose filters to generate your desired list. Generate more reports; from apartment availability without pricing, to Opportunity Detail Report, to Sales Status Summary. You are here.

28. The WSS Users tab enables existing WSS users to create new WSS accounts for new agents, or for new clients. WSS Users Key in the details of your account, and you are good to go! The good thing about WSS is that there is no limit to as to the number of users who can take advantage of the service! You are here.

29. Ending WSS as e-Support to CRM and ERP applications is a new strategic approach to building and maintaining relationships. Permits access to third parties, and permits access to perform routine tasks for non-core users. Major benefits: –Lower costs (lower than contact centers and email services) –Affords a company to expand their reach and to increase their databases –Customizable; ACRM users can practically design their own workflow, making the application suit your business.

30. Contact Information David GillPrincipal Consultant CRM Works Pty Ltd Sydney AUSTRALIA david@crmworks.com.au +61 2 9006 1237 www.crmworks.com.au