CRM User Guide. Technology Release Version NAI.HELP ( ) or

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1 CRM User Guide Technology Release Version 4.0

2 CRM is the acronym for customer relationship management. CRM is an industry term for methodologies, software and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. NAI Global has developed a CRM to help you: Track all activities with current corporate services Accounts Build a database of prospective clients in order to effectively communicate with decision makers and build and maintain relationships. Respond to the current and future needs of clients and prospective clients by understanding the services they utilize and their specific needs for corporate services, where they are doing business and where they plan to expand in the future. Do away with fragmented records and save time in tracking activities and global requirements. To access your CRM/Address Book you may use My Resources and the CRM/Address Book or from the Home page > My Apps click on CRM.

3 Once on the CRM home page, there are many resources available to you: 1.) View your News & Updates 2.) Use the Quick Update to edit/add information to the CRM accounts, etc. 3.) Click on the Accounts tab to view/add your Accounts (client company) 4.) Click on Contacts to view/add Contacts 5.) Click on Opportunities and view/edit/add any of the accounts Opportunities 6.) From the Quick Links you are able to quickly and easily: A. Create Account B. Create Contact C. Create Opportunity D. Initiate Assignment 7.) Quick Add link 8.) Recent Items

4 1.) News & Updates News & Updates not only allows you to view any updates made; it also allows you to quickly and easily write a comment about a specific post by using the {your name}, write a comment text box. To post your comment, click post comment. The comment will post to the page as you see it below and also to the actual CRM account (in the below case, to Sherman Deli.) 2.) Quick Update Use the Quick Update area by typing in your Subject and then your Comments. Using the drop-down menu for Type of Update, choose Call, File, Meeting, Note or To-Do. Once you have chosen the Type of Update you will need to select the appropriate Related To information. For instance if your note is in reference to the Account itself and not the Contact, then you should use CRM Account. If your input is regarding a Contact or Opportunity, then you would choose the appropriate. You may input key word Tags if you wish in order to more quickly locate it in a Search; you may also attach a file by clicking Attach File, choosing the appropriate file and then uploading. Once all has been done, click Save. Your update will post to the News & Updates area and also to the appropriate record.

5 3.) Accounts Tab Clicking on the Accounts tab displays all client Account records in alphabetical order. If you have filled in the Account record correctly, it will also display the city/region, state/province, Phone and Web Site address. There are 3 icons to the left of the Account name: View, Edit and Delete. The Account name is also a link and takes you to the actual Account record. Above the list of Accounts are white fields under Name, City/Region, St/Prof, Phone and Web site; these are search fields. If you type in a company name in the Name area and click [Enter], the result(s) will be displayed. As with the name, if you type in any of the other search input fields, the appropriate search results will be returned.

6 Clicking on the name of the Account displays the complete record for this Account. This record includes: Journal (including tabs for All, Calls, Files, Links, Meetings, Notes and To-Dos). There are also tabs for Opportunities, REALTrac, Action Plans, Team and Audit. You may use the Add Entry drop-down menu to enter a Call, File, Link, Meeting, Note or To-Do. 4.) Contacts

7 The Contacts tab displays your database by contact name in alpha order. To the left of each name are icons to: View, Edit or Delete. The default is the Personal view. However, if you are a Super User/Administrator, you will have access to Office using the drop-down menu. To search for a contact s name type that name in the column header box and click Enter. You may also search for Account, search by Title, Phone number or address by typing your search criteria in the space provided in each column. To view the person s profile, click on that person s name. Once clicked you will see that person s Journal (including the tabs for: All, Calls, Files, Links, Meetings, Notes and To-Dos. Also on this screen you will see a link to either enter a user name and password or to edit the access information that you may have previously provided. To enter/edit the access settings, click on the site settings link to take you to the user name and password entry screen.

8 The Opportunities tab will display all Opportunities that have already been input and clicking on the Add Opportunity link will allow you to input information on a new Opportunity. Note that while in the contact record, the Opportunities you are viewing are only those for the specific contact. The contact Audit tab will show all of the add/edit details for this contact s record, date/time input was made and by whom.

9 5.) Opportunities The primary Opportunities tab while in the CRM displays ALL Opportunities, no matter the account or contact. To add a new Opportunity, click on the Add Opportunity link to take you to the input screen. To the left of each opportunity (using the screen shot below) you are able to View, however, if you created the Opportunity, you would have access to the 3 icons: View, Edit or Delete. 6.) CRM Quick Links The CRM Quick Links is a fast and easy way to navigate the CRM directly from the Home page of the SocialNet. From this page you are able to: A.) Create Account, B.) Create Contact, C.) Create Opportunity and D.) Initiate Assignment.

10 A.) Create Account Click on the Create Account link to take you to the input screen to input a new Account. Provide all available information that you have for this new Account and scroll to the bottom of the page and click Save Changes.

11 B.) Create Contact Click on the Create Contact link to input a Contact. Complete the input screen with the contact s first and last name and any other information you have for this contact. Once done, scroll down to the bottom of the page and click Save Changes After saving your contact information, your contact record has been created. Note that each new contact record that you create will contain the complete Journal information along with the Opportunities and Audit tabs previously discussed. Click on the Site Access Settings link to create/edit this contact s user name and password.

12 C.) Create Opportunity Click the Opportunity link to input a new Opportunity. Begin typing the client account name and use the drop-down menu to select the correct account for this Opportunity. If the Account name does not appear in the drop-down menu, click Add Account to add the new Account information. Once you have completed with this Opportunity, scroll down to the bottom of the page and click Save Changes. D.) Initiate Assignment After clicking on the Initiate Assignment link, input all of the information you have regarding this requirement through this assignment wizard until you click Submit Assignment. Please refer to the REALTrac User Guide for more detailed instructions as to how to complete the assignment wizard.

13 7.) Quick Add Link (from CRM Home Page) To quickly and easily input both the client account and primary contact information, use the Quick Add Link to view the input screen. Input as much information as is available and scroll down to the bottom of this section and click Save. The minimum information required is the Client Account name and the Contact first and last name. However, input as much information as you have.

14 8.) Recent Items The Recent Items link is merely a quick way of viewing the Account or Contact records you have touched in some way, i.e., entering new Account or Contact or editing these records. Click on the link of the item you wish to open.