CRM USER HELP SITE

CRM 4.0 User Process Documentation

Version 4.27.17

Purpose

The purpose for this document is to serve as a knowledge base and a step by step guide for essential daily CRM interaction.

INDEX 

    • Convert to Sales
    • Creating a New Customer
    • Creating a New & Additional Contacts
    • Creating a New & Additional Skate/Bike Park
    • Creating a New Advanced Find Search
    • Working Manual Campaigns
    • Process to place records in Escalation Manual Campaign
    • Process to place records back in BDC Campaign from Sales
    • Global Notes Error: This can come from two different action reasons
    • Historical

Convert to Sales

1. Update the following field on the BDC Disposition Summary tab

  • Last Campaign Date
  • Campaign Disposition
  • Converted By
  • Converted Date

2. Change owner of record to the correct sales regional

3. Remove the Next Follow Up Date

4. Update Global Notes

5. Save Close Record

Creating a New Customer

The New Customers entity will serve as the first stage of creating a new customer

    1. Highlight the New Records entity and select New from the main dashboard page tool bar
    2. Select the New Records link from the top tool bar, then select New Records from drop down
    3. Complete the Owner and Customers Name section > Save New Customer
    4. Create Global Notes in the Customer form, select the Click here to enter a new notes… Save > Convert
    5. The records converts as inactive, you will need to select Open when converting a record, this will show the newly created and converted Customer and this will give you a chance to choose from the top toolbar Actions then drop down option Activate Customer
    6. Once a New Customer is created and converted the final step is to complete (ALL) required fields KEY FIELDS:
      • Customer Status field: Qualified Customer (If Customer has met all qualifications)
      • Customer Status field: Non-Qualified Customer (If Customer still need to meet certain qualifications)

Creating a New & Additional Contacts

  1. From the New or Pre-Existing Customer form Select the Primary Contact, Address, Main Phone etc. fields and complete the section
  2. To create an Additional Contact, From the New or Pre-Existing Customer Select the Show Contact (2), (3), (4) fields values Yes this will show the new additional contact fields

Creating a New & Additional Skate/Bike Park

  1. To create a New or Additional Skate/Bike Park, From the New or Pre-Existing Customer form, Select the Current Skate/Bike fields and complete the section
  2. For Additional Skate/Bike fields, Select the Show Additional Skate/Bike Park (2), (3), (4) fields values Yes this will show the new additional contact fields, complete the section

Creating a New Advanced Find Search

  1. To create a New Advanced Find Search, Select Customer from the side link, then select the Advanced Find link from the top tool bar  
  2. Select the Show Details link to show a list of attributes for a search, then select Find (To go back to search attributes for a refined search, Select Back to Query)

Working Manual Campaigns

The Escalation campaign will have two different campaign dispositions

    1. General Research
    2. Duplicate Customer

Missing or Wrong Number Records

  1. Steps to work the General Research campaign (Missing or Wrong Number)
  2. Open record to uncover any links listed that will help in the research process
    • Global Notes
    • City, State, Zip (Cross Ref with Customers)
    • Primary contacts name
    • Business Phone
  3. The above fields of information will be used to research for an updated contact number or a new contact person with new contact information
  4. Once you have updated the contact information
    • Change the ownership to BDC
    • Mark the Next Follow Up Date as the date the record was worked
    • Mark the Campaign Disposition
    • Mark the Manual Campaign field with the same date the record was worked
    • Save Close records

Duplicate Customer Option (1)

  1. Steps to work the Duplicate Customer campaign
  2. Open record to uncover any listed information that will help in the process to determine if the record is actually a duplicate customer
    • Global Notes
    • City, State, Zip
    • Primary contacts name
    • Business Phone
  3. Confirm the record is in fact a duplicate record
    • Confirm the Global Notes are duplicate on each record
    • Confirm duplicate Originating Lead from the BDC Disposition Summary Tab
  4. Once you have determined the records has duplicate Global Notes and matching Originating Leads
    • Select the duplicate record, you are wanting to delete
    • Select Actions from the top toolbar
    • Select delete
    • Exit record

Duplicate Customer Option (2)

  1. Once you have determined the records does not have duplicate Global Notes and or matching Originating Leads
    • Select the duplicate record, you are wanting to delete
    • Select Originating Leads from the BDC Disposition Summary Tab
    • From the Originating Leads record select Actions from the top toolbar
    • Select delete Customers New
    • Exit Customers New record
    • From the Duplicate Customer record select Actions from the top toolbar
    • Select delete Customer
    • Exit record

Process to place records in the Escalation Manual Campaign

Missing or Wrong Number Records

  1. Determine by calling on the record that the number shown is correct or incorrect
  2. Make the proper notes on each record as to action being taken
  3. Change the ownership of the duplicate record to the CRM Global Admin
  4. Mark Campaign Disposition to General Research
  5. Save Close records

Duplicate Records

  1. Determine which records are duplicates and which record will remain as the primary record for the customer
  2. Make the proper notes on the record or records to be deleted I.e. (action needed)
  3. Change the ownership of the duplicate record or records needed to be deleted to the CRM Global Admin
  4. Mark the Campaign Disposition to Duplicate Customer
  5. Mark the customer status to Non-Qualified
  6. Save Close records

Process to place records back in BDC Campaign from Sales

  1. Determine which records needed to place back in BDC for continuing campaigning
  2. Make the proper notes with action needed on the record to be placed back in the BDC
  3. Change the ownership of the record to the BDC
  4. Mark the Campaign Disposition to General Disposition
  5. Mark the customer status to Non-Qualified
  6. Update the Next Follow Up Date to the next projected date for contact
  7. Save Close records

Global Notes Error: This can come from two different action reasons

  1. A New Record associated with an active or inactive Customer was deleted. The New Customer entity is the placeholder required for Global Notes to appear on the Customer main page. If a New Record is deleted by mistake the Customer’s Global notes will show this error. A New Customer will need to be completely rebuilt by the way of a New Record creation then converted to a Customer.
  2. The Customer was created straight from the Customer entity, which is the incorrect way of creating a New Customer, and this option of creating a new record from this entity cannot be shut off due to another admin reason. So again, because the need for Global notes from a New Customer entity was not created the error will appear.

Historical

Owner Document Type Dates
Rob Crossno CRM Process Documentation                                     Version 1.12.16 1/12/16
Rob Crossno CRM Process Documentation – Update                    Version 8.22.16 8/23/16
Rob Crossno CRM Process Documentation – Update                    Version 4.27.17 4/27/17