CRM Getting Started Guide

What is CRM?
Regardless of size, every company engages in customer relationship management (CRM). When a company builds a customer list, tracks interactions with customers, designates activities to close business, or handles a customer problem, they are undertaking CRM-related activities. Customer Relationship Management systems standardize, automate and share these activities across the organization to improve these existing processes. CRM applications address four major functional areas. A CRM application integrates this information so companies have a complete view across these various activities.

Marketing - Manage customer lists, identify prospects, create marketing campaigns, track success rates, capture leads for sales follow-up. Sales - Identify leads, manage sales opportunities and accounts, present product and quote information, forecast quota attainment. Customer Support - Handle customer cases, manage customer incidents, escalate customer issues. Collaboration - Manage activities, share customer and product information. Order Management Manage product catalog, quotes, orders and invoices.

Introduction
CRM applications are powerful tools for any enterprise that has customers, suppliers, prospects, investors, or stakeholders of any type. Although CRM applications are most often thought of as sales and marketing tools, you can take advantage of their powerful features in many kinds of organizations, including private enterprises, non-profits, government agencies, and community efforts, just to name a few. As a Web-based application, CRM provides almost universal access, from any device that supports a standard Web browser. In this document, you'll work through a few critical tasks, such as: Creating a Team Defining an Account Creating an Opportunity Creating a Lead Viewing Your Dashboard

Working on SoftRentz CRM

Login: To login to the system use the user name and password provided by your administrator. Depending on the access rights provided your home page will display options accessible to your login.

CRM Getting Started Guide

When you first sign in to the CRM application, you'll see the Home page. The Home page contains a set of dashlets, or dashboard widgets, that give you a quick view of your status. Dashlets include the JotPad, where you can make notes. Other dashlets let you see your: Top open opportunities Scheduled calls Meetings Leads Accounts Open cases

CRM Getting Started Guide

And there are many other dashlets available that can help you keep track of specific elements of your work.
After login, as a first step you can edit your preferences, by clicking on the menu My Account at the top right hand corner of the page. In personal settings you can edit the following information:

Creating a Team
While you can use CRM very successfully as an individual user, the system lets you create Teams also. A team is a great way to aggregate team members' tasks, leads, opportunities, and more. Because we'll have a large team of fundraisers, we'll set up a simple team. To create a team: Click the Admin link at the top of the CRM window. This displays the Administration Home page. In the Users section, click the Team Management link. On the Teams Home page, click the Create Team link in the left menu panel. This displays the Teams page. Enter the team name, and then click Save. You'll see your new team listed on the Teams Home page.

CRM Getting Started Guide

Creating an Account
Accounts are especially helpful if you work with multiple contacts within one organization. The account represents the organization, division, or department. Sometimes you may start by defining one account, but as your relationships within that organization grow, you may need to define additional accounts to better organize the various relationships you maintain. To create an account: 1. 2. 3. 4. Click the Accounts button in the main menu. Click the Create Account link in the upper left menu panel. Enter a name in the Name field. Click the Select button next to the Team field to choose the team. If there are already teams defined in the list, you can also choose one of those. 5. Click the Save button. You should now see your new account on your Accounts page, as shown below. 6. Scroll down the Accounts page. You'll see that you can create any type of CRM object that you want, including, but not limited to: Activities Notes and attachments Contacts Leads Opportunities Contracts Quotes

CRM Getting Started Guide

Creating an Opportunity
Opportunities are potential deals. Let's say you have a strong lead into Company XYZ and from your research, you know they are very interested in partnering on large-scale construction projects. You can define the CRM opportunity as a chance to develop a partnership, sell products, secure funds, or any other type of potential relationship. In a sales organization, sales managers typically define an opportunity as a particular deal, for specific deliverables. In many cases, these opportunities are self-defined by way of a request for proposal (RFP). In CRM there are several locations where you can create different elements. In this example, let's stay on the Accounts page that shows the account you just created. To create an opportunity: 1. Click the Create button at the top of the Opportunities section. This action expands a small form that you can fill in to create an opportunity that will automatically be associated with your account. If you want to go to the full version of an object form, just click the Full Form button. 2. Enter the name of the opportunity. You'll see that the Account name-- another required field--is already filled in with your active account. 3. Fill in the Amount that you think this opportunity might be worth. Defining this amount allows you to use the many forecasting and reporting tools that CRM offers. 4. Enter the Expected Close Date for the deal. 5. Select the Sales Stage that you're currently in with this account on this opportunity. 6. If you want, go ahead and choose values for the other fields, such as Type or Lead Source. As you can see, even the short form allows you to define lots of valuable detail for each object. 7. Click Save.

CRM Getting Started Guide

Creating a Lead
Leads are prospects for your product or service. You may have come across the lead through word of mouth, a referral, or as the result of your outbound sales and marketing program. Generally, leads need to be qualified by an account representative or salesperson before they can be considered a solid prospect, but each organization defines lead status in its own way. CRM allows you to define leads and contacts, which can sometimes be the same person. CRM provides you with a wide variety of fields in which you can capture valuable data about your leads. Also, you can add significant value by linking a lead with a particular marketing campaign, if valid, by adding more detail to description fields, and by setting properties on items such as email addresses. In CRM there are several locations where you can create different objects. In this example, let's stay on the Accounts page that shows the account you just created. To create a lead 1. 2. 3. 4. Click the Create button at the top of the Leads section. Enter the Last Name of the lead. Select the Team. Last Name and Team are the only required items. On this page, you can continue to add contact information including email addresses, postal addresses, phone numbers, titles, departments, and much more.

CRM Getting Started Guide

Managing Product Catalog Creating a Product Category

Click the Admin link at the top right hand corner of the page. It displays the Administration Home Page. In this page under Products and Quotes section, click on the menu Product Categories. It opens the category list page. Click on button Create to create a category.

Creating a Product
Click the Admin link at the top right hand corner of the page. It displays the Administration Home Page. In this page under Products and Quotes section, click on the menu Product Catalog. This opens the product list page. Click on the Create Product menu on the left side of the page. This opens the Add Product page.

CRM Getting Started Guide

Product Types
There are 2 types of products: (i) (ii) By Size Items which are sold by size, like shutters, doors, etc. By Numbers Items which are sold by quantity, like motors, locks, etc.

Behavior of Item Price: If item is of type By Size the unit price mentioned is considered as per sq. ft price. If item is of type By Numbers the unit price mentioned is considered as price per item.

Create Quotes
To create a quote, click on Quotes menu on top. In Quotes home page, click on Create Quote menu on the left side. Enter all details in the page. For adding items, enter the item in the first column, by selecting the item using the Select look up button. The default unit price is displayed along with the item. You can modify the unit price. Unit price should never be less than the minimum price given for the item.

CRM Getting Started Guide

The Width and Height are relevant only for items of type By Size. The width and Height should be entered in mm. The unit price will be price per sq.ft. Extended price is calculated assuming 300mm=1sq.ft.