CRM User Manual. IT Div. D.J. Chan Oct,1 2012

Transcription

1 CRM User Manual IT Div. D.J. Chan Oct, 0

2 Outline CRM Expert System Introduction... Page 3 3 How to Login CRM... Page 4 7 Sales Portal & Detail Function... Page 8 39 Home... Page 8 3 Upload... Page 3 36 Customer... Page Sales Operation Dept. Portal... Page 40 4 Sales Head Portal... Page 4 44 Expert s Portal... Page Asignee s Portal... Page President s Portal... Page 50 53

3 Expert System - Request help & reply Data Flow NewProd FA AVL Delivery Pricing Expert DM Mickey DM David James Secretary WM Vicent WM Peter Kate Expert / Secretary NewProd Reply or Forward Help Reply Not agree Forward Feedback Sales Confirm the result New Assignee Feedback to Expert Agree & Close End Sales Head Expert / Secretary Split help into independent helps to expert of different help type Sales Request help - Help type -Subject - Help Body Sales Head Confirm Help content FA AVL Delivery Expert / Secretary Reply or Forward Help Expert / Secretary Reply or Forward Help Expert / Secretary Reply or Forward Help End End End Summary Report ( open request Sale / Sales Head / Expert ) Pricing Expert / Secretary Reply or Forward Help End 3

4 How to Login CRM - External Open IE Enter Access to Etron Outgoing Mobile Service Enter Username/ Password/ Employee No Login Access to Web Application CRM User Manual 4

5 How to Login CRM- External Click CRM System, then access to CRM Click Logout, then exit Web Application 5

6 How to Login CRM- External Enter Username/ Password Login Access to CRM 6

7 How to Login CRM- Internal Double Click Big M System Icon Click CRM Button to Access CRM (Do not need to enter User name / Password) 7

8 Sales Portal - Home 8

9 Sales Portal Sales Name : Sales can read his/her customer data only 4 Help list and status of Login Sales (Include Open / Closed Help) Summary Report : Default page, include TAM/SAM data 5 Helps on the stage of login user 3 Maintain opportunity, activity 9

10 Sales Portal - My Summary (TAM) Search by customer only Click any fields to switch descending order or ascending order. 3 Click the field with underline to drill down to detail data 0 0

11 Sales Portal - My Summary (TAM) Drill down to all of this Customer s Opportunities

12 Sales Portal - My Summary (TAM) Drill down to Customer s TAM/SAM/Share/Target detail

13 Sales Portal - My Summary (TAM) Drill down Customer s Activity Activity s attachment 3

14 Sales Portal - My Summary (TAM) Drill down to Customer s Request Help Drill down to query these 7 helps (Open Helps) Click detail button to display help detail 4

15 Sales Portal - My Summary (TAM) Drill down to Customer s Request Help All Expand / All Collapse Action Button Expand / Collapse Click detail button to display help detail 5

16 Sales Portal - My Summary (TAM) Drill down to Customer s Open Sample Request 6

17 Sales Portal - My Summary (TAM) Drill down to Customer s Open Sample Request 7

18 Sales Portal - My Summary (TAM) Drill down to Customer s Open FA Case 8

19 Sales Portal - My Summary (TAM) Drill down to Customer s Open FA Case 9

20 Sales Portal Opportunity / Activity By Customer Query Opportunity Opportunity Exist? No Manual Create Opportunity 5 4 Request Help Manual Enter Activity 6 Upload Excel Activity to CRM Yes 3 Modify Opportunity Please refer to Upload Excel Activity Upload 0

21 Sales Portal Opportunity / Activity New / Modify Opportunity Create New Opportunity Modify existed Opportunity Existed opportunity can update Expect MP Date and Key Issue only.

22 Sales Portal Opportunity / Activity New Activity / Query Activity Save Activity, tnen you can query the activity in Activity block under the Opportunity block

23 Sales Portal Opportunity / Activity Maintain Competitor 3 3 Click underline to maintain opportunity s competitor Select existed competitor on the left site and move to the right site. Create New competitor if the competitor does not exist on the left site. 3

24 Sales Portal Opportunity / Activity Maintain Chipset Id 3 3 Click underline to maintain opportunity s Chipset Id Select existed Chipset Id on the left site and move to the right site. Create New Chipset Id if the Chipset Id does not exist on the left site. 4

25 Sales Portal Request Help 3 You can request help in 3 manners 3 Customer Level Opportunity Level Activity Level 5

26 Sales Portal Request Help Customer Level Select Customer Select Help Type 5 NewProd FA AVL Delivery Pricing Expert DM Mickey DM David James Secretary WM Vicent WM Peter Kate Once help type has been selected, display Expert and Secretary automatically. Enter Mail Subject and Message Body of Help Attachment 6 Enter expected due date 6

27 Sales Portal Request Help Opportunity Level 3 6 Opportunity name : Request Help under the Opportunity Select Help Type Once help type has been selected, auto display Expert and Secretary Enter Mail Subject and Message Body of Help Attachment 6 Enter expected due date 7

28 Sales Portal Request Help Activity Level 3 6 Opportunity / Activity : Request Help under the Activity Select Help Type Once help type has been selected, auto display Expert and Secretary Enter Mail Subject and Message Body of Help Attachment Enter expected due date 8

29 Sales Portal My Help List Help list and status of Login Sales (Include Open / Closed Help) x(y) - x : The count of total help y : The count of open help The sum of all help types 3 3 Drill down to detail 9

30 Sales Portal My Pending Help Task Helps on the stage of login user ( Need Login User to Proceed ) Action Button Approval history Attachment List 30

31 Sales Portal My Pending Help Task Sales can modify help, then resubmit. 3

32 Sales Portal - Upload 3

33 Sales Portal Excel Activity Upload Select Sales Name Download Empty Template 3 Enter Activity in Excel file 4 5 Find Excel file in your PC or NB Upload upload to CRM activity 33

34 Sales Portal Excel TAM Upload 4 3 Select Sales Name Download Template 3 Fill in TAM data of the field in yellow 4 Find Excel file Upload update CRM TAM 34

35 Sales Portal Upload Customer Report 35

36 Sales Portal Query Customer Report 36

37 Sales Portal - Customer 37

38 Sales Portal Create Potential Customer Sales Sales SO Dept Query Existing ERP Customer in CRM System Exist? No Enter Potential Customer s data Enter ERP Customer data & Mapping to CRM Close Yes Sales Enter CRM (Opp/ Activity/ Help / Cust Report ) Enter key word and query customer is existing or not. If customer is not existing, click the button New to create a new customer. 38

39 Mail Notification To Sales Operation Dept. 39

40 Sales Operation Dept. Portal 40

41 Sales Operation Dept. Portal Mapping Customer 4

42 Sales Head Portal 4

43 Sales Head Portal All of the functions are same with Sales. Only authorities are different. Sales Head can read the data of himself and his subordinate Sales. 3 Sales Head Name Summary Report : Default page, include TAM/SAM data Maintain opportunity, activity 4 5 Help list and status of Login Sales Head (Include Open / Closed Help) Helps on the stage of login Sales Head 43

44 Mail Notification 44

45 Expert s Portal 45

46 Expert s Portal 3 4 All of the functions are same with Sales. Only authorities are different. 3 4 Expert s Name Summary Report : Default page, include TAM/SAM data Expert can read all of the sales summary report Expert can read all of the help except price type (Include Open / Closed Help). Helps on the stage of login Expert 46

47 Assignee s Portal 47

48 Assignee s Portal 3 Assignee s Name Query helps has been assigned to the assignee. (Include Open / Closed Help) 3 Helps on the Assignee s stage 48

49 Sales Operation Dept. Portal Mapping Customer 49

50 President s Portal 50

51 President s Portal 3 4 All of the functions are same with Sales. Only authorities are different. 3 4 President s Name Summary Report : Default page, include TAM/SAM data President can read all of the summary report President can read all of the helps (Include Open / Closed Help) Helps on the President s stage 5

52 President s Portal Excel Target Upload 4 3 Enter Download Criteria Download Template 3 Fill in TAM Target data of the field in yellow 4 Find Excel file Upload update CRM TAM 5

53 President s Portal Query Customer Report 53