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
-
- Highlight the New Records entity and select New from the main dashboard page tool bar
- Select the New Records link from the top tool bar, then select New Records from drop down
- Complete the Owner and Customers Name section > Save New Customer
- Create Global Notes in the Customer form, select the Click here to enter a new notes… Save > Convert
- 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
- 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
- From the New or Pre-Existing Customer form Select the Primary Contact, Address, Main Phone etc. fields and complete the section
- 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
- 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
- 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
- To create a New Advanced Find Search, Select Customer from the side link, then select the Advanced Find link from the top tool bar
- 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
-
- General Research
- Duplicate Customer
Missing or Wrong Number Records
- Steps to work the General Research campaign (Missing or Wrong Number)
- 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
- The above fields of information will be used to research for an updated contact number or a new contact person with new contact information
- 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)
- Steps to work the Duplicate Customer campaign
- 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
- 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
- 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)
- 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
- Determine by calling on the record that the number shown is correct or incorrect
- Make the proper notes on each record as to action being taken
- Change the ownership of the duplicate record to the CRM Global Admin
- Mark Campaign Disposition to General Research
- Save Close records
Duplicate Records
- Determine which records are duplicates and which record will remain as the primary record for the customer
- Make the proper notes on the record or records to be deleted I.e. (action needed)
- Change the ownership of the duplicate record or records needed to be deleted to the CRM Global Admin
- Mark the Campaign Disposition to Duplicate Customer
- Mark the customer status to Non-Qualified
- Save Close records
Process to place records back in BDC Campaign from Sales
- Determine which records needed to place back in BDC for continuing campaigning
- Make the proper notes with action needed on the record to be placed back in the BDC
- Change the ownership of the record to the BDC
- Mark the Campaign Disposition to General Disposition
- Mark the customer status to Non-Qualified
- Update the Next Follow Up Date to the next projected date for contact
- Save Close records
Global Notes Error: This can come from two different action reasons
- 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.
- 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 |