Customer Relationship Management (CRM) Software is a web based product for sales, support & customer relationship process automation. The software aligns sales, marketing, support team and brings streamlined process in managing sales & support.

CRM Software helps sales team to manage contacts, leads, opportunities, customer accounts, appointments, meetings, calls & repeated follow up tasks. Support team can get all customer ticket details, customer interaction history, customer type, pending tasks in single interface. With advanced reporting many value added reports can be generated for sales forecast, opportunity pipelines, customer support tickets, payment, service details & sales staff activities.

1.1 Getting started

CRM users can login into web based CRM software with login & password credentials. First time users are mandated to change their passwords. Up on successful login, users can access screens related to them as defined by the system security settings. User can enter data in respective screens, save the records with relevant details.

Reports can be generated as per business requirement. Sales & Support staff can greatly benefit because all data related to their job are available in single location in a structured way and management can access any report at anytime as needed.

1.2 Browser requirements

Currently the application supports Firefox & Chrome browsers & doesn’t support Internet Explorer (IE). Firefox & Chrome are free open source browsers for Windows and Linux platform and can be downloaded from http://www.mozilla.com/firefox & http://www.google.com/chrome respectively.

1.3 Login & security

User account can be created by system administrator and user’s email server, email id is configured as needed. CRM system generates random password for the user & the temporary password is sent to the registered mail id. The user shall use the temporary password to login to the system where he is mandated to change his password.

Also security questions are asked for recovering forgotten password. Incase if user forgets the password, he can click forgot password link and provide answers for security question & reset the password. Login credentials determine screen & data access for any user.

1.4 Data entry & Data access

Entering data in CRM is much like entering data in any Web page. You can enter data in any of the forms, or you can import data. Click Save so you don’t lose your changes. Required fields are marked with red on editable pages. All other fields are optional.

2.0 Getting started

Customer Relationship Management Software is used to automate business processes related to customer interactions. Most customer interactions are done by the following departments

· Sales/Marketing

· Support/ Service

· Inventory/Order Management

This section essentially explains the functional part of the software. Here we will present the needs of each department and how CRM software can help users to achieve their goals.

2.1 User Wish list & CRM Benefits

User wish list section explains the wish list of various users in a company. By the end of this document we will explain how all these use wish lists can be accomplished using CRM Software. The indicated list is a sample and customers can extend the benefit to almost all their daily tasks.

· Sales & Marketing Team:

o Tele Sales

· Need to maintain customer databases

· Need easy reporting tool to navigate thousands of records and analyze before making calls

· Need to maintain separate list as per defined criteria/ interest levels

· Need notes regarding past interactions if someone from our company has already interacted with the contact.

· Need to flag customer as DNC (Do Not Contact)

· Need to have easy way to maintain follow up calls & appointments

· Need to prepare daily reports as counts, details

· Need to track the status of the leads assigned to executives

· Need to produce Monthly/Weekly performance report

· Need to track time spent in various activities

· Need to set appointment for executives and to send SMS to executives for appointments.

o Sales Executive

· Need to have daily calls, meeting, tasks list

· Need reports on leads, potentials for follow up

· Need to prepare daily reports as counts, details

· Need intelligent reports on priority, hot potentials based on the sales pipeline

· Need to know sales targets & current status and days remaining for completing the tasks

· Need to prepare quotation, track quotes

· Need to produce Monthly/Weekly performance report

· Need to prepare claims for the travels related to business

· Need to process customer order and enable collections

· Need to receive SMS on visit related information along with product, contact person details

o Sales Manager

· Need to review Sales executives daily calls, meeting, tasks list

· Need reports on leads, potentials for follow up

· Need to review daily reports as counts, details

· Need intelligent reports on priority, hot potentials based on the sales pipeline & understand whether the team is working in right priorities

· Need reports on individual sales executives performances

· Need to monitor customer order and collections

· Need analysis on product wise, source wise, user wise, status wise sales potentials, leads.

· Need SMS, Email alerts on larger deals, missed target dates

o VP Sales

· Need reports on territories, locations, products, team wise sales

· Need to analyze sales pipeline across the company

· Need reports on marketing campaigns, marketing performance

· Need comparison data of last quarter sales to current quarter

· Need reports on targets completed and top prospects to be focused

· Need option to go to micro details of any customer information for analysis

· Need to access details, data of any sales executive across the company

· Need SMS, Email alerts on larger deals, missed target dates, other process deviation that may affect business

o Marketing Department

· Need option to create marketing campaign, allocate budget and set result expectation

· Need to maintain leads, potentials generated on marketing campaign and generate reports

· Need option to compare marketing campaign and analyze ROI

· Need reports on lead source, potential sources, industry wise, region wise sales data for analysis

· Customer Support Department

o Support Executive

· Need alert in SMS about customer issues, onsite visit details such that issues can be addressed without any delay

· Need complete details of the customer issues with contact details

· Need simple option to take printout of customer ticket and should be able to upload the details of completed activities

· Need option to verify past issues related to this customer to analyze the issue.

· Need option to verify solutions to the same issue or similar issue

o Support Manager

· Need to analyze customer issues, verify priorities and assign to support executives

· Need to track the time taken for executive to go to field, time taken for closing the issue & customer feedback

· Need to prepare reports on daily/weekly/monthly issue counts, nature, details

· Need to verify whether the supplied product for a specific customer is in warranty or AMC

· Need to verify whether a support is chargeable and if so track the charges and collection due

· Need verify past payment details before extending support

· Need to verify whether spare parts are used in service & prepare quotations if needed

· Need to maintain customer order information, plan for Service contracts, AMC as needed

· Need performance reports on individual executives alone with efficiency matrix such has issue complexity vs time taken, issue resolution count, etc

· Need alert in SMS about escalated customer issues, open issues for more days, AMC due dates, etc

o VP Support

· Need product wise issues statistics, team wise performance

· Need support revenues, payment outstanding

· Need reports on Sales linked support & priority support to avoid management escalation

· Need report on service contacts, project value to be collected

· Need reports on support staff load factor, statistics on weekly, monthly issues, resolution

· Need reports to analyze the reason of major issues, statistics on % of issues and solutions for past issues

· Need to track expenses related to sales, billability of expenses

· Accounts/Administration/Back End staff

· Need order status with details for material purchase

· Need to make quotations based on sales staff input and the prepared quote be verified online instantly

· Need report on daily task, priorities

· Need to update status as the work is progressed such that all stake holders will know the status online rather than updating each person’s separately

· Need alerts on payment dues and option to track outstanding payments, collection

· Need all quote templates; brochure marketing documents in single place such that right document can be referred at right time.

· Need to maintain all customer information centrally such that any document can be referred anytime

· Need to maintain all customer, vendor, supplier, partner information in single location & should be maintained up to date.

· MD/Director/CEO/Senior Management

· Need to analyze sales pipeline, revenue projection, forecasts & up to date performance

· Need easy reporting tool to generate report on any data as needed. Option to export the data as excels for offline analysis.

· Need to review Monthly/Quarterly/Annual performance report of sales, support, marketing & order management

· Need reports on territories, locations, products, team wise sales

· Need reports on marketing campaigns, marketing performance

· Need comparison data of last quarter sales to current quarter

· Need reports on targets completed and top prospects to be focused

· Need option to go to micro details of any customer information for analysis

· Need to access details, data of any sales executive across the company

· Need SMS, Email alerts on larger deals, missed target dates, other process deviation that may affect business

· Need option to compare marketing campaign and analyze ROI

· Need reports on lead source, potential sources, industry wise, region wise sales data for analysis

· Need product wise issues statistics, team wise performance

· Need support revenues, payment outstanding

· Need reports on Sales linked support & priority support to avoid management escalation

· Need reports to analyze the reason of major issues, statistics on % of issues and solutions for past issues

· Need all customer, vendor, supplier, partner information in single location & should be maintained up to date.

· Need all customer information centrally such that any document can be referred anytime

· Need all quote templates; brochure marketing documents in single place such that right document can be referred at right time.

· Customer/Vendors/Partners

· Need to get acknowledgement for all issues raised and option to track the status of the issues

· Need option to place enquiry in the website, order spares, verify status of support tickets

2.2 CRM Functional Blocks

2.3 Sales Cycle: (New Business)

1. Sales Leads are generated in Marketing Campaign such as Advertisement, Expo participation, Reference or any other known sources.

2. Leads are business contacts with interest in doing business.

a. Lead management is effective way of capturing right information, following with the contact & pursuing the contact for proposal/detailed need analysis.

b. Sales executive will get an SMS/Email when a lead is assigned to him.

3. Quotations are sent to interested leads & leads are promoted to potential.

4. Potential is a qualified lead where the sales person can ascertain expected close date and value of the potential. Typically when a sales person knows the value & approximate expected close date, he will move the lead to potential.

a. Potential is essential stage and will be helpful to do sales forecasting, target analysis, pipeline analysis.

b. Specifically sales stage of every potential should be rightly classified to get better sales pipeline detail.

5. Sales Orders are created against customer PO & details related to order, payments are tracked.

6. Calendar consists of calls, meetings; task related to lead or potential and will be useful in planning appointments, calls, etc.

7. Documents related to customers can be attached to customer account or other relevant screen

2.4 Sales Cycle: (Existing Business)

1. Sales cycle for existing business starts from customer account. Customer account is the central information source for all modules.

2. Any enquiries from existing customers are called as leads and are entered in lead screen but linked to customer account.

3. As discussed for new business potential is qualified enquiry from an existing customer.

4. Typically existing customer business also demands that the sales person should be aware of recent customer interactions with service departments, any outstanding issues with the customer & status of old product/services.

5. All details such as warranty status of old orders, payment status, support requests, interaction notes, documents/ references for existing clients/ contact persons & decision making process, etc are all available for the sales person for pursuing business with existing clients.

6. Documents related to customers can be attached to customer account or other relevant screen

2.5 Support Cycle:

1. Customer calls the support number and registers a complaint. The complaint is logged into the CRM software and a reference number is generated.

2. Verify whether the customer past payments are cleared, verify whether the product is in warranty/AMC, verify whether the support is chargeable/Free and log all details to the support ticket.

3. The ticket is assigned to a support executive for resolution.SMS is sent to support executive with customer & issue details.

4. Support executive takes a printout of the ticket and goes to customer site for resolution.

5. Upon completion of the task the executive gets acknowledgement from the client and submits the details to the software and closes the ticket.

6. Report on nature of calls attended, reason for the issue, resolution status can be generated.

7. Any deviation such as issues not resolved for many days can be escalated automatically by enabling SMS/Email alerts.

8. Customer order information including date of purchase, warranty details, payment details can be tracked for providing classified support

9. Can create service contracts for clients for annual maintenance contracts.

3.0 Understanding CRM application

Modules & menus are available to users as per the security configurations. The rest of document explains features that are available in the product in general, but users mayn’t see all the screens and details. The screens, modules, features are available based out of software edition, user profile, role in the software.

3.1 Home page

The home layout is as follows

Home Page layout brief details

Application Title

Application Title is configurable as per client need.

Home Link

Clicking Home link will take the user to the home page from any page.

Change Password

Change password is used to change the current password or change the security question, answers. The security questions are useful for recovering forgotten password.

Help Desk

Helpdesk link can be used to submit support request to our support staff.

Help

Online Help for using the product

Logo Placeholder

Customer logo will be displayed here

Menu bar

CRM forms can be accessed by menus. Data entries are done in forms.

Global Application search

Search is useful to search for any data on the entire software or on a specific module

Quick Create

Quick create is useful to create a record quickly with minimal data entry.

Calendar

Calendar is useful to quickly access events, tasks for a particular day.

Recent Items

Recent items show the recent items accessed by the user.

Chat

Chat is useful to chat with other online users who are currently logged in the system.

Dashboard List

Select the name in list to choose the set of dashboards
Create dashboard name is used to create a new dashboard for a specific module

Dashboard Items

Individual dashboard items. Dashboards are created using any base reports. We support table, bar graph & pie charts in dashboards.
Dashboards on sales, service related data

Logout Link

Sign out is used for logging out of the software. Closing the browser automatically logs the user out of the software.

Left Hand Panel

Panel for search, quick create, calendar, recent items & chat.

Left Hand Panel Minimizer

This panel can be minimized or expanded as per user wish. Click to minimize or expand the panel

3.2 Terminologies used in CRM Software

Sales

Lead

Basic details about individuals or representatives of organizations collected from various source such trade shows, advertisements or any other marketing campaigns.

Potential

Qualified lead or business contacts where the sales person can find business potential.

Forecast

Quotas (Targets) & Sales pipeline of sales person used to forecast sales for specified time period.

Account

A company or an entity within the company with which you have business dealings.

Contact

Contact details of people in a company. Basically contacts are available in potential & account forms where contact details of multiple people can be tracked.
The difference between lead & contact is that lead has more business information other than contact details where contacts are used for plain contact information and is used with accounts or potentials.

Order

Order is used to capture customer order information. Order screen is used to track single product order of the customer whereas; Sales order is useful to track multiple orders as per customer purchase order.

Competitor

Competitor is business that competes with our business. Competitor master is useful to track competitor information.

Marketing

Campaign

A marketing process which is planned, executed, distributed and analyzed.

Support

Support Ticket

Feedback/complaint received from customer that needs to be tracked & responded

Solution

Solutions to past customer issues that can be used within the organization for enabling training & problem understanding.

Service Contract

Service Contracts (Annual Maintenance Contracts) signed with customers along with scope & dates.

Calendar

Events

Task – Task to be performed at a specified date, time along with priority
Call – Calls to be made at specified date, time along with priority
Meeting – Meeting to be attended at specified date, time along with priority

Claims

Claims are payments given to sales or service staff for official travel related to business travel.

Time Sheet

Time sheet is form to capture time spent of specific activity along with status & details.
Time Sheet is useful for Back End staff where events mayn’t be the right way to track time spent on tasks.

DSR (Daily Summary Reporting)

Daily Summary Reporting or DSR is form to enter summary of activities performed by an individual on a given date. Summary of activities includes task name, hours spent & remarks.
DSR is not useful when users are filling activities in events

Inventory

Product

Goods or services sold or procured by any organization.

Vendor

The companies, individuals or contractors from whom your organization procures products and/or services.

Quotation

Formal document sent to customer with products, specifications, pricing & terms and conditions.

Purchase Order

Formal document received from customer for confirming an order for any product/services with agreed pricing and terms

Sales Order

Formal document used for tracking customer order for products/services with agreed pricing and terms

Invoice

Formal document sent to customer as per customer purchase order with pricing, tax information.

Report

Report Builder

Tool to enable customer to build reports, dashboards as per business requirement.

Reports

Presentation of data or records for various modules as per requirement.

Dashboard

A pictorial representation of your custom report data, which gives a real-time snapshot of your organization's key metrics.

3.3 Common screen operations: (Operations that are common to most forms)

The details mentioned in this section are common to all the screens of the software

Top Button Panel

· Add

· Add button field is to add a record to the software.

· Fill all relevant fields & press save for adding a record

· Edit

· Useful to edit the information of existing form.

· Clicking the record on the view panel automatically opens the record in edit mode.

· Alternatively we can click the check box and press edit button to edit the record

· Mass Edit

· Edit button automatically does the function of mass edit when multiple records are selected.

· To edit multiple records at a time, select the records by selecting the multiple records and press edit.

· A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

· Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected (i.e, first four forms as per the screenshot)

· Delete

· Record can be deleted by selecting the record and by pressing delete button

· Alternatively every form has last column as delete button and can be used for deleting individual record

· Multiple records can be selected for mass delete

· View

· View button is useful to go back to view mode where multiple records will appear in the view panel as per filter panel template.

· This button gets enabled when the use is editing a record.

· Search

· Basic

· Useful for searching company names by name, partial string or using starting alphabets.

· Advanced

· Advanced search is used for searching the software using any of the fields of the record.

· Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

· The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions matches.

· Import

· Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

· Refer data import, export in administering the system for more details.

· Export

· Data can be exported as html, csv, pdf using export screen

· Refer data import, export in administering the system for more details.

Records Panel

· Records per page

· Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

· Used to navigate to the next, previous, first, last pages

· Filter By

· Filter By is called as View Filter or View Template and is useful to filter the view data. Column names, Column Order can be configured using View Templates. Please refer below for details of creating View templates.

3.4 View Filter (View Template )

View template is useful to filter desired data and save the result as template for future reference. User can keep the template private for his login or keep it public for other users.

· New (Creating/Editing View Template)

· Pressing new will open screen for searching any record with any criteria. Once search criteria are given, the user can give a template name & make the template private or public.

· Edit

· Edit template is useful to edit existing template.

· Delete

· Delete template is useful to delete existing template.

1. Select database field using drop down

2. Use more or fewer button to add more fields for search

3. Select AND/ OR for selected search criteria. For Eg. Company is “Google” AND Department is “Sales”

4. Template Name is the name at which the template is saved and is available as a selectable item in view template drop down.

5. Private is used to keep the template private to the logged in user. Public will make template available for all users.

6. Database fields that are selectable for view template

7. Select/Deselect symbol for selecting or deselecting any given field

8. Fields in view shows the fields available in view

9. Up/Down arrow to move the position of the fields

10. Save button to save the template

3.5 Form Details

· Mandatory fields

· Mandatory fields are marked in red rectangular box in all forms. This field is mandatory & hence can’t be left blank before saving any record.

· Optional Fields

· Fields other than mandatory fields are optional fields & user can fill any data either during first time record creation or can update later.

· Auto Incrementing fields

· Auto incrementing fields are typically used for generating unique numbers during every record creation.

· Auto incrementing fields can be configured as user editable or read only fields.

· Software will automatically generate a unique number in order during the save operation.

· Please note that the number will be generated only after save operation and will not be available during initial form creation.

· Reference fields

· Reference fields are the fields referred in the form but are defined in other forms. E.g Location details will be in location master but can be referred in lead form

· Sub table fields

· Subtable forms are the forms linked to the main form and are normally available during form edit. This form can be expanded or minimized as shown in the screen shot

· For instance a customer account may have order as a sub table. The user can first create a customer account. Later create or link some order information as sub table.

· Add button is used to directly add a form entry to sub table form from the main form.

· Get button is used to search, fetch any form and link it to main form

· View screen to show all the columns of the linked form

Save & Cancel

· Save & New

· Save the current form & create a new form

· Save

· Save the current form

· Cancel

· Cancel the operation without saving

4.0 Sales Management (Sales Force Automation)

4.1 Sales process flow

· Lead/Potential Management:

o Marketing Campaign->Lead->Potential-> Order->Account

· Sales Force Automation:

o Appointments, Calls, Meetings -> Daily Status Reports -> Sales forecasting/Pipeline->Reports

· Account Management

o Account specific Support Tickets -> New leads in accounts -> Future potentials in accounts -> Account specific contact management

4.2 Marketing Campaign

Marketing > Campaign

Introduction:

Marketing campaigns such as advertisements, exhibition participations can be tracked using campaign screen.

Refer Sales Process Cycle for Sales Process functional understanding.

Campaign screen is available in marketing menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

§ Basic search form has pre defined fields for performing search operations. Also forms with name fields will have alphabet links for listing records with the starting alphabets. Eg. Name starting from A can be retrieved by clicking A.

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

o Filter By is called as View Filter or View Template and is useful to filter the view data. Column names, Column Order can be configured using View Templates. Please refer View templates section of documentation for more details.

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a campaign

Mandatory fields are marked in red color and data entries on these fields are mandatory. Other fields are optional.

§ Campaign Name

o Name of the marketing campaign. This name should be unique for each campaign. E.g Industrial Expo 2010

§ Campaign Status

o Status can be any of the following

§ Active

§ Inactive

§ Planning

§ Complete

§ Campaign Type

o Campaign Type is the type of campaign and is useful for generate type specific response reports

§ Types can be defined by user as per the requirement by editing picklist editor

§ Some predefined types are Advertisement, Email, Internet Marketing , Mailer , Tele Sales, Trade Show

§ Assigned To

o Assigned to is the person to whom this campaign is assigned

§ Target Audience

o Text field to capture the target audience of this particular marketing campaign.

o Target audience could be CEO’s, Purchase Managers, HR Managers, Etc

§ Campaign Start Date

o Start date of the campaign

§ Campaign End Date

o End date of the campaign

§ Target Size

o Campaign target size. Normally target size is the number of people targeted for the campaign

§ Actual Response Count

o Actual number of enquiries from the campaign

§ Expected Prospect Count

o Expected number of prospects/potentials from the campaign

§ Actual Prospect Count

o Actual number of prospects/potentials from the campaign

§ Expected Sales Count

o Expected number of orders from the campaign

§ Actual Sales Count

o Actual number of orders from the campaign

§ Expected Revenue

o Expected revenue from the campaign

§ Actual Revenue

o Actual revenue from the campaign

§ Expected Profit

o Expected profit from the campaign

§ Actual profit

o Actual profit from the campaign

§ Expected ROI

o Expected Return Of Investment from the campaign

§ Actual ROI

o Actual Return Of Investment from the campaign

§ Description

o Any description, Remarks related to the campaign can be entered in description text area.

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

· Campaign form in related to other forms such as

o Lead Forms

o Notes

o Attachments

4.3 Leads

Sales > Lead

Introduction:

Lead is a contact detail of a person that showed interest in your products & services. Leads can be entered in the lead form or can be imported through excel sheet.

Refer Sales Process Cycle for Sales Process functional understanding.

Lead screen is available in sales menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a lead

Mandatory fields are marked in red color and data entries on these fields are mandatory. Other fields are optional.

· Company

· Contact Name

· Lead Status

· Assigned To

· Business Type

· Category

· Designation

· Date of Enquiry

· Department

· Mobile

· Phone

· Email

· Web

· Lead Source

· Products

· Employees

· Annual Revenue

· Industry

· Address Details

· Area

· City

· State

· Postal Code

· Requirement Brief

· Description

Converting a lead (To Potential)

Lead can be converted to potential (Also called as prospect or opportunity). Normally a lead is converted to potential when approximate value & expected close date can be identified in the sales lead. Lead to potential conversion involves the following steps

· Press convert button

· Potential input form will be opened to capture information related to potential.

· Up on save potential will be created.

· All sub tables and related lead data will be moved to potential

· All contact information of the lead will be moved to unique contact and will be linked to potential.

· Lastly the lead will be deleted from the lead master.

· Account can be created when a potential is created using create account checkbox.

· Potential can be linked to a existing account using related to account field.

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

· Lead form in related to other forms such as

4.4 Prospects/Potential

Sales > Potential

Introduction:

Potential is also referred as Opportunity or Prospect .Potential is a qualified business lead where expected close date & sales value can be identified. Potential is an important stage in sales process & is useful to forecast the sales & prioritize opportunities based on value, interest level & stages.

Refer Sales Process Cycle for Sales Process functional understanding.

Potential screen is available in sales menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a potential

Mandatory fields are marked in red color and data entries on these fields are mandatory. Other fields are optional.

Potential can be entered in the form or imported through excel or can be converted from the lead.

· Potential Name

· Business Type

· Category

· Lead Source

· Next Step

· Assigned To

· Follow up Date

· Amount

· Expected Close Date

· Sales Stage

· Type

· Products

· Expected Revenue

· Address Details

· Area

· City

· State

· Postal Code

· Requirement Brief

· Description

Converting a potential (To Order or Sales Order)

Potential can be converted to order (Also called as Sales Order or Job). Normally a potential is converted to order when customer places an order.

Refer Sales Process Cycle for Sales Process functional understanding.

Potential to order conversion involves the following steps

· Press convert button

· Order input form will be opened to capture information related to Order.

· Up on save, order will be created.

· All sub tables and related lead data will be moved to the account related to the order

· Orders are linked to any of the existing account or a new account can be created for an order.

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

4.5 Sales Forecasting

Sales > Forecast

Introduction:

Sales Forecast screen is used to set quarterly sales targets to sales staffs. Normal & best case targets can be assigned to sales person and completed numbers till date and sales pipeline for the time period can be viewed in sales forecasting screen.

Refer Sales Process Cycle for Sales Process functional understanding.

Forecast screen is available in sales menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a forecast

Mandatory fields are marked in red color and data entries on these fields are mandatory. Other fields are optional.

· Title

· Period From

· Period To

· Assigned To

· Minimum Target

· Best Case Target

· Actual Revenue

· Remarks

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

4.6 Accounts

Sales > Account

Introduction:

Account screen is the most important screen of the product and captures all essential information of the customer account. Account form contains basic customer account related information and has other sales & support forms linked to the account.

Refer Sales Process Cycle for Sales Process functional understanding.

Account screen is available in sales menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding an Account

Mandatory fields are marked in red color and data entries on these fields are mandatory. Other fields are optional.

· Account Name

· Business Type

· Phone

· Is Active

· Web Site

· Lead Source

· Assigned To

· Account Type

· Industry

· Employees

· Email

· Client Satisfaction

· Category

· Warranty Status

· Address Details

· Area

· City

· State

· Postal Code

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

4.7 Contacts

Sales > Contact

Introduction:

Contact form contains basic contact details of an individual with communication details, department, designation & birth day and other relevant information. Contact form will be mostly linked to either a potential or to account.

Refer Sales Process Cycle for Sales Process functional understanding.

Contact screen is available in sales menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a Contact

Mandatory fields are marked in red color and data entries on these fields are mandatory. Other fields are optional.

· Account Name

· Contact Name

· Last Name

· Contact Title

· Assigned To

· Department

· Email

· Is decision maker

· Mobile

· Office phone

· Do not call

· Address Details

· Area

· City

· State

· Postal Code

· Fax

· Lead Source

· Home Phone

· Birth Date

· Other Phone

· Assistant

· Assistant Ph no

· Description

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

4.8 Order

Sales > Order

Introduction:

Order form or Sales Order form is the customer order. This form can be directly entered or imported from excel or converted from sales potential. Order form is an important form as it captures all relevant information related to an order. The information includes product information, date information, payment information & other relevant post sales information. The order form is linked to customer account form.

Refer Sales Process Cycle for Sales Process functional understanding.

Order screen is available in sales menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding an Order

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Order-ID

· Order-Title

· Business Type

· Order Date

· Assigned To

· Revenue Type

· Order Month

· Invoice Date

· Order-Type

· Next Step

· Order Value

· Invoice Value

· Value Collected

· Pending Payment

· Follow Up Date

· Expected Closed Date

· Payment Status

· Project Status

· Order Status

· Remarks

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

4.9 Competitor

Sales > Competitor

Introduction:

Competitor form is to capture information about competitors, their product ranges, price details, strength, weakness and any other market information.

Refer Sales Process Cycle for Sales Process functional understanding.

Competitor screen is available in sales menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a Competitor

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Company Name

· Web Site

· Strength

· Weakness

· Address

· Remarks

· Description

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

5.0 Calendar

5.1 Events

Calendar > Event

Introduction:

Event form is to plan and manage events. Events could be Meeting, Calls or Tasks. These activities can be planned in events screen with priority, status & start, end time. The event can be related to a customer account or sales lead or any other form. By relating a event to account form we can generate report on account wise time spent.

Event screen is available in calendar menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding an Event

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Event ID

· Event Name

· Event Type

· Event Start Date

· Event End Date

· Status

· Priority

· Assigned To

· Description

· E-mail

· SMS

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

5.2 Claims

Calendar > Claims

Introduction:

Claim form is to document travel & maintain travel claims. This is a simplified claims tracking form used for tracking local travel claims which can be directly calculated using rate per kilometer travelled.

Claim screen is available in calendar menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a Claim

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Date Of Travelled

· Kilometer Travelled

· Rate Per Km(Rs)

· Claim Value

· Claim Status

· Location

· Assigned To

· Other Charges

· Total Claims Value

· Description

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

5.3 Timesheet

Calendar > Timesheet

Introduction:

Timesheet form is to capture time spent on various activities. This could be very useful to capture time spent by back end team. Time spent on activities, sub activities and related to account can be captured and reports can be generated.

Timesheet screen is available in calendar menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a Timesheet

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Date

· Assigned To

· Start time

· End time

· Hours Spent

· Activity Completed

· Description

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

5.4 Daily Status Reporting

Calendar > DSR

Introduction:

Daily Status Reporting (DSR) form is to capture summary of daily activities.DSR is used instead of events in some cases. However if events are used then daily status reporting can be generated using events screen itself and DSR screen is redundant.

DSR screen is available in calendar menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a DSR

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Assigned To

· Event Date

· Total Hours

· Task Name

· Task Owner

· Hours

· Status

· Priority

· Remarks

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

6.0 Service Support Management

6.1 Support

Support > Support Ticket

Introduction:

Support ticket is used to capture customer complaints. Unique ticket id is generated for every customer complaint; the ticket can be assigned to any support staff and resolved as needed. Customer support form captures basic details related to the customer complaint, product details, date, time details & other remarks. The support staff will get a email or SMS notification for the assigned ticket. He can login to the system open his ticket, change the status as progress, and take printout of the ticket for reference. Up on the job completion the staff closes the ticket. In some business the customer support ticket is printed and the job card is carried by the field staff for getting customer acknowledgement for issue resolution. The acknowledged hard copy can be scanned and attached against the support ticket form.

Refer Support Process Cycle for Support Process functional understanding.

Support Ticket screen is available in support menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a Support Ticket

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Ticket ID

· Support Title

· Assigned To

· Ticket Type

· Priority

· Status

· Severity

· Reason

· Mode

· Support Type

· Case Origin

· Service Category

· Check in time

· Check out time

· Committed Date

· Ticket Assigned Date

· Ticket Assigned Time

· Visit Date

· Work Completion Status

· Internal Comments

· Is scanned doc attached

· Related to

· Spares Required

· Payment Details

· Case Summary

· Description

· Remarks

6.1.1 Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

6.2 Service Contract

Support > Service Contract

Introduction:

Service Contract or Annual Maintenance Contract is used to maintain customer service contracts. Service contract form is used to store customer service contract information along with validity dates, products, terms & payment details. Reminders can be set for contract renewal and payment collections.

Refer Support Process Cycle for Support Process functional understanding.

Service Contract screen is available in support menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a Service Contract

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Contract No

· Title

· Assigned To

· Customer Doc No

· Start Date

· End Date

· Contact Person

· Status

· Type

· Value

· Terms & Condition

· Description

Reference Forms Management (Forms related to the current form)

· Reference forms can be linked to the existing form when we edit the form.

· To add, get, edit data in related forms please refer Form Details

7.0 Inventory

CRM software supports very basic inventory cycle where product masters can be maintained with manual stock entry (Without MRN or GRN). Quotation can be generated with the product master.

7.1 Products

Inventory > Products

Introduction:

Product master is used to store product related information such as price, quantity, model number, etc.

Product screen is available in Inventory menu and has the following features.

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.

· Press Add, fill mandatory fields & press save for adding record.

· Click the record or select the record and press edit for editing & press save for saving the changes

· Select the record and press delete for deleting the record.

· Other form details can be linked to this form when we edit the form.

Screen operations

· Buttons:

· Add

o Add button field is to add a record to the software.

o Fill all relevant fields & press save for adding a record

· Edit

o Edit the information of existing form.

o Clicking the record on the view panel automatically opens the record in edit mode.

o Alternatively we can click the check box and press edit button to edit the record

o Mass Edit

§ To edit multiple records at a time, select the records by selecting the multiple records and press edit.

§ A new mass edit form will be opened where the user can select the desired field type and enter the information for mass edit.

§ Select desired fields for mass editing. For instance Lead Source & Lead Status are checked for mass edit and values selected in the two fields will get assigned in all the forms selected

· Delete

o Record can be deleted by selecting the record and by pressing delete button

o Alternatively every form has last column as delete button and can be used for deleting individual record

o Mass delete

§ To delete multiple records at a time, select the records by selecting the multiple records and press delete.

· View

o By default the screen is available in view mode and hence the view button is disabled in most forms.

o View button is useful to view multiple records in columns as per the defined filter panel (Refer filter panel template documentation for more details).

o This button gets enabled when the use is editing a record.

· Search

o Basic

o Advanced

§ Advanced search is used for searching the software using any of the fields of the record.

§ Search filters such as “is, is not, begins with, ends with, contains, not contains” are useful to match the search criteria.

§ The above example can be used to search for specific company and specific designation in that company. Results will get displayed only if both conditions match.

· Import

o Import screen is used to map the fields of excel sheet & import the data in corresponding forms.

o Refer data import, export in administering the system for more details.

· Export

o Data can be exported as html, csv, pdf using export screen

o Refer data import, export in administering the system for more details.

· Records Panel

· Records per page

o Used to configure number of records per page in view. Default shall be 25 records per page.

· Page navigator

o Used to navigate to the next, previous, first, last pages

· Filter By

· Form Field Details

o Refer Form Details for more details on using individual fields of the form.

Adding a Product

Mandatory fields are marked in red color and data entries on these fields are mandatory.

Other fields are optional.

· Product ID

· Product Name

· Product Category

· Sales Start Date

· Sales End Date

· Support Start Date

· Support End Date

· Rate

· Current Stock Value

· Tax

· Is taxable

· Usage Unit

· Qty Ordered

· Qty in stock

· Reorder Level

· Handler

· Qty in Demand

· Remarks

· Add, Edit, Delete are common screen operations performed frequently. These buttons are visible as per the user profile and security configurations.