Normal CRM Activities with Synergy

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1 Normal CRM Activities with Synergy (866)

2 Terminology Used by Synergy Common Synergy Terms we will be discussing will include: Resources / Persons - Employees of your organization in Synergy Accounts - Customers, Suppliers, Prospects, Leads, Suspects, Associates Contacts - The individuals within an Account Requests (Tasks) - Activities that are captured within Synergy. Some of these may have different levels within a process, such as Open, Approved, Realized or Processed. Documents - Information that is stored in Synergy as a file. Examples of documents may include Word letters, Excel spreadsheets, Outlook s, Scanned items, PowerPoint presentations, pictures and PDF files. Workflow - Listing of all activities that have been sent by other Resources to yourself or tasks that you have assigned yourself to complete. Calendar - Visual display of activities which can include requests for Callbacks, Visits, internal meetings and other activities that are selected by your Synergy System Administrator. This information may be synched into Outlook through Microsoft Exchange. Sales Opportunities - Linking all information with Opportunities on a card in Synergy, including documents, workflow and other pertinent information. This data is used for Sales Pipelines and Forecasts. Projects - Projects that are stored in Synergy and may have documents and workflow requests linked with them. Marketing Campaigns or Specific Activities (Trade Shows) Activities associated with Marketing Campaigns or Trade Shows. This can be letters sent out, captured sales and quotes linked to the campaign and campaigns that an Account has participated. Case / Support Management Support or Issue Resolution is the ability through Synergy to capture information and utilize pre-defined workflows to move the data to other Resources for actions. KnowledgeBase Through the use of workflow requests, a KnowledgeBase of information can be created by Resources saved into Synergy and retrieved upon demand. Event Manager Tool used to automate business tasks or keep Resources informed. July 15, 2014 Page 2 of 6

3 Normal CRM Activities for Sales Staff In the Synergy CRM (Customer Relationship Management) application, Account Types may be Prospects, Leads, Suspects or Customers. In this listing of normal CRM activities, we make no determination of different functions for either type. 1. Account or Contact Look-Ups 2. Viewing and Editing of Account Data 3. Calendar (Viewing Callbacks and Visits) 4. To Do Listing (Letters, s & faxes to be sent) 5. Enter Notes from Calls, Visits or other Contact with Accounts 6. Creating Tasks for Other Resources 7. Creation of Workflow Business Process to ensure effective communications and completion of tasks in an orderly fashion 8. Storage of Documents Centrally (sent, received or used internally) for Accounts, such as Word, Excel, Outlook s, PDFs, pictures, PowerPoint, videos, CAD drawings, etc. 9. Retrieval of Documents from Synergy Enterprise stored to Accounts July 15, 2014 Page 3 of 6

4 10. Sending of Documents by and Mail Single or Mail Merge 11. Mass Word or Campaigns 12. Creating New Prospects, Suspects, Leads or Associates 13. Creating New Contacts for Prospects, Suspects, Leads, Vendors, Associates or Customers 14. With a fully integrated system, viewing of historical customer orders, current orders, quotes and items sold directly from the Account Card. This information may come from multiple sources (different databases and combined using Microsoft SQL Reporting Services 15. Reviewing Activities What did I do? (Specific Timeframe) 16. Entering Sales Forecasts (Opportunities) for Prospects or Customers for a Sales Pipeline 17. Entering Quotes for Prospects or Customers for a Sales Pipeline 18. What does my Sales Pipeline look like? 19. Reminder of Overdue Activities 20. Marketing Campaign Projects - Capturing Accounts, Costs and Revenue July 15, 2014 Page 4 of 6

5 21. Automatic Generation of Activities to Accounts based upon Business Rules and Events in Database 22. Awareness of New Accounts, Suppliers, Pricing, etc. through News Pages 23. Awareness of Account Activities & Notes from Other Departments within Your Organization about Customers.. (Late Orders, Shipping Errors, Product Suggestions, Issues, Complaints, etc.) 24. Mobile Applications using iphones, ipads, Windows or Android Devices for the retrieval and entry of Account data while in a non-office environment. 25. Access Synergy Remotely using Internet Explorer, Firefox, Chrome or Safari Browsers 26. Tracking Inquiries and Issues with your Products and Services using Workflow Requests which are linked to Accounts / Items. Having pre-defined business processes make it easy to keep track of them and view resolutions. 27. Service or Support Call Tracking, Follow-up and Notifications 28. Viewing of Activities from a Dashboard that can be personalized to the Resource. 29. Integration with Microsoft Office (Word, Excel, PowerPoint) 30. Integration with Microsoft Outlook and it s Calendar 31. Portals, such as Employee, Customers, Resellers and Suppliers July 15, 2014 Page 5 of 6

6 32. Reporting with Multiple Options that include Standard Reports, Searches, Excel, Crystal Reports or Microsoft SQL Reporting Services) 33. Customizations of Free Fields, Terms, Screens in Synergy 34. Security by Roles to Edit, Search or Export Data 35. Creation and Use of a Knowledge Base for Support Questions July 15, 2014 Page 6 of 6

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