BPMonline CRM User Guide

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1 BPMonline CRM

2 1 CONTENTS About This Guide BPMonline CRM Concept Leads Accounts Contacts Activities Opportunities Invoices Documents Knowledge Base Campaigns Mass Mail Working with BPMonline CRM Getting Started with BPMonline CRM Managing Accounts and Contacts Working with Leads Registering Customers Synchronization of Contacts with Google Saving Communication Options for Customers Searching Customer Information in Social Networks Entering Banking Details Tracking Noteworthy Events for Accounts and Contacts Establishing the Organizational Structure of a Company Maintaining Information About Contacts Career Compiling a List of Company Employees Managing Account and Contact Relationships Establishing the History of Interaction with Accounts and Contacts Account and Contact Segmentation Analytics for Accounts and Contacts Time Management and Communications Creating Tasks and Calls Creating and Sending Messages Completing Activities and Entering Results Activity Analytics Managing Opportunities Registering Opportunities Maintaining and Closing Deals BPMonline CRM

3 Viewing Analytics for Opportunities Managing Documents Registering Invoices and Documents Managing Invoices and Documents Analytics for Document Flow Knowledge Base Organization Managing Campaigns Creating Campaigns and Defining Target Audience Defining Promoted Products and Establishing the Campaign Team Planning Activities for Campaigns Identifying Campaign Results Analytics for Campaigns Mass Mailing Automation Organizing Mass Mail Setup of Mass Mail Templates BPMonline Mass ing MailChimp Mass ing BPMonline CRM General Features The Command Line User Profile Notifications Duplicates Search Access Rights BPMonline CRM Configuration The [Leads] Section Lead Page Actions in the [Leads] Section Analytics in the [Leads] Section The [Accounts] Section The Account Page Actions in the [Accounts] Section Analytics in the [Accounts] Section The [Contacts] Section The Contact Page Actions in the [Contacts] Section Analytics in the [Contacts] Section The [Activities] Section The Activity Page Actions in the [Activities] Section

4 Analytics in the [Activities] Section The [Calendar] Tab in the [Activities] Section The [Opportunities] Section Opportunity page Actions in the [Opportunities] Section Analytics in the [Opportunities] Section The [Invoices] Section Invoice Page Actions in the [Invoices] Section Analytics in the [Invoices] Section The [Documents] Section The Document Page Actions in the [Documents] Section Analytics in the [Documents] Section The [Knowledge Base] Section Knowledge Base Article Page Analytics in the [Knowledge Base] Section The [Campaigns] Section The Campaign Page Actions in the [Campaigns] Section Analytics in the [Campaigns] Section The [Mass Mail] Section Mass Mail Page Actions in the [Mass Mail] Section Analytics in the [Mass Mail] Section The [Dashboards] Section BPMonline CRM

5 4 ABOUT THIS GUIDE The user guide consists of the following sections: BPMonline CRM Concept - provides a general understanding of the purpose and capabilities of BPMonline CRM sections, as well as defines a general system usage strategy that helps users solve business challenges. Working with BPMonline CRM - includes recommendations on preparing the system for operation, as well as step by step description of resolving user's daily tasks, such as managing customer base, documents, sales opportunities, scheduling working hours, etc. BPMonline CRM Performance Capabilities - describes general system features and functions, including working with the command line, notifications, searching for duplicates, distributing access rights, as well as setting up user profile. BPMonline CRM Configuration - contains a detailed description of the system functionality by sections, including the purpose of the fields and blocks, their specifics, description of the actions and analytical tools. NOTE Information about configuring and administering BPMonline CRM can be found in the Customization Guide. Because we continuously update and improve the system, occasionally the description of some elements could be different from what you will actually see on screen.

6 5 BPMONLINE CRM CONCEPT IN THIS CHAPTER Leads Accounts Contacts Activities Opportunities Invoices Documents Knowledge Base Campaigns Mass Mail BPMonline CRM

7 6 LEADS A lead represents an interest in your products expressed by a potential customer. For example, your partner has forwarded you information about a potential customer, a new user has registered on your website, or someone has left their contact information at your booth during a trade fair. All these data can be used to get new customers and conclude deals with them. In the LEADS section of BPMonline CRM, you can store communication options and the base data on potential customers, as well as track sources based on which the lead was identified. CONTENTS Lead Qualification Activities Analytics on Leads Working with Leads The [Leads] Section LEAD QUALIFICATION Every identified lead should be managed. For example, you can call back to the potential customers and specify if the they are interested in your products and services, offer a price list, send an invitation to the exhibition. In case if the interest is not confirmed or the potential customer is out of reach, there is no point to add a contact to the system. In this case, the lead should be DISQUALIFIED. If the interest is confirmed, the lead should be QUALIFIED. The lead qualification implies different results of processing. For example, the lead can already exist in the system. In this case, it should be qualified as existing contact and/or account. If the lead details are unique, you can create a new account, contact, or opportunity. Qualifying Leads ACTIVITIES The tasks, s, and calls connected with the lead are shown in the ACTIVITIES block. For example, here you can keep records related to the history of work with potential customers, such as getting, verification and processing data. You can view details on each activity or create new activities connected to the lead. Creating Tasks and Calls Creating and Sending Messages ANALYTICS ON LEADS Use the reports and charts of the LEADS section to analyze statistics on leads, for example, to evaluate the efficiency of employees' work or analyze the quality of the added leads.

8 Accounts 7 ACCOUNTS All information about customer companies, partners, contractors and suppliers should be stored in one place, up-to-date and easily accessed at any time. Use the ACCOUNTS section of BPMonline CRM to keep record of contact data, track connections between companies, group companies by various criteria and analyze the relevant statistics. For example, data about the number of employees and the annual revenue of a company can be processed to evaluate the company's market position. CONTENTS Communication Options and Addresses Banking Details Organizational Structure and Relationships Contact Persons Opportunities and Invoices Activities and History Duplicates Search Import from Excel Printing the Account Data Analytics for Accounts Managing Accounts and Contacts The [Accounts] Section COMMUNICATION OPTIONS and ADDRESSES The COMMUNICATION OPTIONS block contains a list of means you can use to contact an account. You can add several additional communication options, such as the primary and alternate phone numbers, fax or the website address. In the ADDRESSES block you can indicate several addresses of a company, for example, legal and actual addresses. Saving Communication Options for Customers BANKING DETAILS In this block enter the sort code of the recipient's bank as well as transactional and correspondent accounts. This information can be used, for instance, when creating a printable of an invoice or any other document. Entering Banking Details ORGANIZATIONAL STRUCTURE and RELATIONSHIPS In order to display the organizational structure of a company along with its divisions, use the ORGANIZATIONAL STRUCTURE block. You can add departments, divisions and managers by arranging the corresponding root and subordinate items. The RELATIONSHIPS block contains information about any possible relationships between an account and other accounts or contacts. For example, here you can show branches of one company. BPMonline CRM

9 8 Establishing the Organizational Structure of a Company Managing Account and Contact Relationships CONTACT PERSONS Use the CONTACTS block to indicate the contact persons and employees of a company. Here you can add a new contact or connect the account to an existing contact. Compiling a List of Company Employees OPPORTUNITIES and INVOICES In the OPPORTUNITIES block you can view all existing opportunities for an account, evaluate the profitability of deals and indicate stages of opportunities. To check the status of payments against invoices as well as payment amounts and discounts, use the INVOICES block. Along with viewing the existing records, blocks can be used to add new invoices and opportunities in the system. ACTIVITIES and HISTORY The ACTIVITIES block displays tasks, s and calls connected with the selected account. You can view the details for each activity or create new activities connected with the account. Use the HISTORY block to view the information about documents, invoices, tasks and s connected with the account. Creating Tasks and Calls Creating and Sending Messages Establishing the History of Interaction with Accounts and Contacts DUPLICATES SEARCH When a new account is added, the system searches for similar records and notifies the user if there is a chance that this account might be already registered. You can also start the duplicates search manually. Duplicates Search IMPORT FROM EXCEL Import from MS Excel can be used for adding accounts from an existing database to BPMonline CRM. You will need to download the import template, fill it out and import the modified file into the system. NOTE More information about importing records can be found in the Customization Guide. PRINTING THE ACCOUNT DATA Use the section actions to access printables of accounts. For example, you can print out summarized information about the company before making a presentation. In addition, the section contains printables for preparing envelopes and labels for mass mailing.

10 Accounts 9 ANALYTICS FOR ACCOUNTS Charts and reports of the ACCOUNTS section display the statistical data about the companies. For example, if you are planning the sales, you can analyze the customer base growth and evaluate the number of accounts that have made their first purchase. Charts showing the distribution of accounts by industries, countries and territories can be used to establish which products should be promoted within the marketing campaigns. The section analytics will be also helpful in evaluating the performance of managers. Analytics for Accounts and Contacts BPMonline CRM

11 10 CONTACTS In BPMonline CRM contacts are the contact persons of your customers and partners, individual clients and other business contacts. Using the CONTACTS section, you can manage the information about contacts, segment them according to various parameters, analyze the history of interactions with customers, and view the resulting statistics. CONTENTS Communication Options and Addresses Noteworthy Events Job Experience and Relationships Activities and History Import from Excel Synchronization of Contacts with Google Printing the Contact Data Analytics for Contacts Managing Accounts and Contacts The [Contacts] Section COMMUNICATION OPTIONS and ADDRESSES The COMMUNICATION OPTIONS block contains a list of means you can use to contact a person. You can enter several communication options, for example, business and home phone numbers, address, Facebook profile, etc. In addition, a contact can have multiple addresses, for example, a home address and a delivery address, which can be indicated in the ADDRESSES block. You can search for a contact in Facebook, LinkedIn and Twitter and connect it to a record in BPMonline CRM. As a result, the data from a social network can be used for adding information to a contact page. Besides that, you can create new contacts in BPMonline CRM based on the user profiles in social networks. Saving Communication Options for Customers Searching Customer Information in Social Networks NOTEWORTHY EVENTS Store the information on noteworthy occasions of a contact, such as a birth date, anniversaries, unofficial holidays, etc. Tracking Noteworthy Events for Accounts and Contacts JOB EXPERIENCE and RELATIONSHIPS Information about the current place of work of a contact can be found in the JOB INFORMATION block while the information about previous jobs can be found in the JOB EXPERIENCE block. When you modify the information about the contact's job (for example, data about the company, department or position), BPMonline CRM will offer you to automatically

12 Contacts 11 update the contact's job experience. Besides that, you can indicate and view the connections between contacts and accounts by using the RELATIONSHIPS block. Maintaining Information About Contacts Career Managing Account and Contact Relationships ACTIVITIES and HISTORY The ACTIVITIES block displays tasks, s and calls connected with the selected contact. You can view the details for each activity or create new activities connected with the contact. Use the HISTORY block to view the information about documents, invoices, tasks and s connected with the contact. Creating Tasks and Calls Creating and Sending Messages Establishing the History of Interaction with Accounts and Contacts IMPORT FROM EXCEL Import from MS Excel can be used for uploading contacts from an existing database. You will need to download the import template, fill it out and import the modified file into the system. NOTE More information about importing records can be found in the Customization Guide. SYNCHRONIZATION OF CONTACTS WITH GOOGLE You can synchronize your Google contacts and calendar with BPMonline CRM contacts and tasks. After the synchronization, the latest modifications in the BPMonline CRM contacts will be transmitted to Google contacts and vice versa. Synchronization of Contacts with Google PRINTING THE CONTACT DATA Use the section actions to access printables of contacts. Printables are helpful for getting the summarized information about a contact or preparing envelopes for mass mailing. ANALYTICS FOR CONTACTS Charts of the CONTACTS section display the distribution of contacts by responsible employees, job positions and roles. Reports of the section facilitate compiling a list of contact's noteworthy events and analyze the data entry for contacts. Analytics for Accounts and Contacts BPMonline CRM

13 12 ACTIVITIES Use the BPMonline CRM ACTIVITIES to optimize your work hours, create a schedule, plan activities for other employees, track interconnections between activities and other system sections, as well as receive a report on completed TASKS. Use the section to manage incoming and outgoing CALLS, as well as organize working with messages. You can send s directly from the system and receive them from other mail servers. Unread s are available on the reminder page. CONTENTS Calendar Participants Attachments Analytics on Activities Time Management and Communications The [Activities] Section CALENDAR The CALENDAR is the electronic organizer for managing planned tasks, calls and s. The calendar shows in visual form the employees' workload. In calendar, the duration of tasks can be specified up to 5 minutes. The calendar is a convenient tool to change the start time of the activity or its duration without going to the activity page. Monitoring Work Completion Modifying Planned Tasks PARTICIPANTS Use the PARTICIPANTS block to compile a list of contact persons involved in the activity. For example, in this manner, you can create collective tasks, such as conferences, trainings, meetings. Once the task is created and the needed participants are added, this task will be displayed in the list of activities of each of the listed employees. Also, when you create a collective message, you can track it to see if the participants have read it. Creating Collective Tasks ATTACHMENTS If you need to attach a file to the message, use the ATTACHMENTS block. The file will be sent to the recipients as well. Creating and Sending Messages

14 Activities 13 ANALYTICS ON ACTIVITIES Use the reports and charts of the ACTIVITIES section to analyze statistics on tasks, calls, and messages, evaluate employees' workload or detailed plan of their work hours. To assess the performance of employees, you can view a report on completed and overdue meetings, messages and calls for the specified period of time. Activity Analytics Compiling a Report on Performed Activities BPMonline CRM

15 14 OPPORTUNITIES BPMonline CRM helps determine the biggest and most profitable sales opportunities, as well as manage them efficiently. From the moment a client expresses an interest to work with you or purchase your services, enter information about the business opportunity in the OPPORTUNITIES section and update it regularly. In this section you can plan prospective opportunities, determine their stages, identify your competitors and analyze their strong and weak points, as well as obtain insight via statistical data about sales and evaluate the general efficiency of the sales department. Closing the deal is a critical part of any sales opportunity because at this point you can calculate the actual revenue from the opportunity and the number of hours spent on it. Entering the detailed information about the deal during the closure process will help you analyze won and lost opportunities, which in turn will provide insight into how to target your sales efforts more efficiently and plan further work on the opportunities. CONTENTS Products Stages and Sales Pipeline Participants and Competitors Activities Documents and Invoices Printing Opportunity Data Opportunity Analytics Managing Opportunities The [Opportunities] Section PRODUCTS Use the PRODUCTS block to create the list of goods and services that can be offered in the course of working with an opportunity. Specify if the customer is interested in acquiring a product and the number of units to sell. Registering Opportunities STAGES and SALES PIPELINE Longer sales can be broken down by stages, starting with the first contact and up to the actual sale of the product. To facilitate the sale, enter the information about an opportunity from the moment it is identified, and then update the opportunity stage and probability as you move through the sales process. BPMonline CRM will record the history of stages, as well as start and end dates for each stage in the STAGES block of the opportunity page. The Sales Pipeline report will visualize the success rate of deals in the context of opportunity stages. The sales pipeline provides a visual representation of how a sales plan is fulfilled. Using this report, you can determine the percentage of deals on each stage and determine the bottle necks of your sales process. With such insight you can focus your efforts on the stages that need the most attention, for example, conducting an effective presentation or preparing a quotation on time. Changing Current Stage of an Opportunity

16 Opportunities 15 Viewing the Completed Opportunity Stages Using the Sales Pipeline PARTICIPANTS and COMPETITORS Save the information on the opportunity participants in the PARTICIPANTS block. In this block you can add both your colleagues and partners or contact persons of the prospective customer, as well as specify their role in the opportunity. If other companies strive to make the same deal, add information on their strong and weak points, as well as information on the competing products. This will help you achieve the optimum position in the market. Adding Information on Competitors ACTIVITIES The ACTIVITIES block displays tasks, s and calls made by your colleagues in the course of closing a deal. You can view general information on existing activities or create new activities connected with the opportunity. Planning Activities for Opportunities DOCUMENTS and INVOICES Use the DOCUMENTS block to work with the documentation connected with the opportunity. Here you can, for example, add a contract or purchase order that are used in the process of initiating and closing the deal. If invoices are issued as part of sale process, save their data in the INVOICES block of an opportunity page. You can view information in the invoices that have been already issued or create new invoices. Maintaining Documents for Opportunities PRINTING OPPORTUNITY DATA Use actions of the section to access the opportunity printables. With the help of the printables you can, for example, view summary information on a business opportunity or prepare quotation for a customer. The resulting file can be printed, or saved locally in PDF format. Preparing the Quotation Printable Preparing Opportunity Summary Information OPPORTUNITY ANALYTICS Use the reports and charts of the OPPORTUNITIES section to conduct analysis of the statistical data on business opportunities. The charts in this section provide comprehensive information on the number and correlation of opportunities in different regions, possible causes of the more profitable deals and the efficiency of sales department as a whole. The reports in the Opportunities section provide means for evaluating the efficiency of sales on each of the stages, as well as analyzing the opportunity data entry compliance. Viewing Statistics for Opportunities Data Entry Compliance Analysis BPMonline CRM

17 16 INVOICES The INVOICES section is designed for managing company invoices. Here you can issue invoices, track payments, as well as monitor invoice statuses. To prepare an invoice, specify the customer's name and add a list of products. The printable will be generated based on the data stored in the system. Also, information in this section will help you evaluate profitability of sales opportunities and effectiveness of marketing campaigns. CONTENTS Products Activities Printing Invoices Invoice Analytics Managing Documents The [Invoices] Section PRODUCTS In the PRODUCTS block, add the list of products and services that are included to the invoice. Here you can save information about the number of items of each product, its price and the discount. In BPMonline CRM, the total invoice amount will be recalculated automatically. Registering Invoices ACTIVITIES The tasks, s, and calls made by your company employees while working with invoices are displayed in the ACTIVITIES block. You can view details of each activity or create new activities connected to the invoice. PRINTING INVOICES Use the actions menu to get access to the invoice printables. You can view and print the invoice including the list of products. Preparing Invoice and Document Printables INVOICE ANALYTICS Charts in the INVOICES section provide you with visual information about the dynamics and amount of invoice payments, payment statuses and the most profitable sales' opportunities in general. Analytics for Document Flow

18 Documents 17 DOCUMENTS In BPMonline CRM, the DOCUMENTS section is designed to manage company's documentation. In this section, you can create electronic documents, such as contracts, purchase orders, or incoming documents, as well as print them directly from the system. In BPMonline CRM, you can also store external files, for example, files received from customers. CONTENTS Products Subordinate Documents Activities Notes and Attachments Printing Documents Managing Documents The [Documents] Section PRODUCTS In the PRODUCTS block, specify the list of products and services that are included in a contract or purchase order. Save here the information about the number of product items, as well as price and discount of each product. In BPMonline CRM, the total amount of the document will be recalculated for the customer. Registering Contracts and Purchase Orders SUBORDINATE DOCUMENTS In the SUBORDINATE DOCUMENTS block, you can view a list of documents that were created based on the selected one. For example, you can create a purchase order based on the contract. Viewing and Establishing Connections Between Documents Establishing Parent Connection with a Document Registering a Subordinate Document ACTIVITIES The ACTIVITIES block shows tasks, s, and calls performed by your company's managers when working with documents. You can view details on each activity or create new activities connected to the document. NOTES and ATTACHMENTS The NOTES block is designed to add comments or additional information on the document. If you need to save an existing file of a document in BPMonline CRM, use the ATTACHMENTS block. You can, for example, add to the system a contract or purchase order file that was received from the customer. Also, here you can save links to websites related to the document. Saving a Document File BPMonline CRM

19 18 PRINTING DOCUMENTS Use the system actions to access document printables. You can view, print, or send to the customer the text of the purchase order or contract including the list of products in the document, as well their total cost to be paid by the customer. Preparing Invoice and Document Printables

20 Knowledge Base 19 KNOWLEDGE BASE The knowledge base is an electronic storage of documents designed for quick searching of information, as well as easy data management. In the knowledge base of BPMonline CRM, you can manage file archive of company's common documents, reference information, such as: contract templates, rules and regulations, advertising materials, answers to frequently asked questions, and examples of commercial documents, etc. CONTENTS Notes and Attachments Knowledge Base Organization The [Knowledge Base] Section NOTES and ATTACHMENTS In the knowledge base, the information can be added in different ways. To add a small article, use the NOTES block. Small text notes are usually sufficient means of saving an answer to frequently asked questions. In case of larger articles or if the article is already hosted on the web, or needs additional attachments (MS Word of PDF files), use the ATTACHMENTS block. You can also add any other attachments, such as commercial document templates or advertising materials. Registering a Knowledge Base Article Saving Additional Materials on Knowledge Base Articles BPMonline CRM

21 20 CAMPAIGNS Campaigns are marketing measures conducted to increase your company's sales. Advertising, attractive packaging, sales promotions, market research and new product development are all elements of marketing projects. Information about these or any other types of marketing activities you can store in the CAMPAIGNS section. The interconnections between the CAMPAIGNS section and other BPMonline CRM sections help gather information about all instances when your customers expressed interest in your products or services, get summary about the efficiency of the conducted events. Evaluate information about the quality and quantity of advertising, plan advertising budget, select the target audience and campaign team, analyze the efficiency of the conducted marketing campaigns and make corrections based on the analysis results. CONTENTS Target Audience Products Team Leads Opportunities and Invoices Documents Activities Printing Campaign Data Campaign Analytics Managing Campaigns The [Campaigns] Section TARGET AUDIENCE In the TARGET AUDIENCE, create a list of contacts and accounts you want to involve in your marketing campaign. You can add customers selectively, as well as add the folder of contacts or accounts created in the corresponding section beforehand. Specify the information about the invitees' responses to use these data when evaluating the efficiency of the campaign. Also, you can add a company or an individual to the campaign target audience directly from the contact or account page by specifying the needed marketing campaign in the CAMPAIGNS block of the page. Adding the Main Object of the Campaign PRODUCTS Use the PRODUCTS block to establish a list of products or services that are advertised or involved in a marketing campaign. Adding a Product to the Campaign

22 Campaigns 21 TEAM In the TEAM block, save the information about individuals and companies that participate in the preparation or conducting marketing campaign. Here you can add your colleagues, partners, or contact persons from the prospective customer, as well as their role in the campaign preparation. Adding Campaign Team Participants LEADS Use the LEADS block to manage the list of leads that were obtained as a result of a marketing campaign. For example, if a potential customer contacted you after the exhibition, add information about that marketing event on the lead page. Use the information from this block to evaluate the effectiveness of conducted campaigns. OPPORTUNITIES and INVOICES The list of opportunities that have been completed as a result of a campaign is shown in the OPPORTUNITIES block. Here you can add a new opportunity connected to a campaign, as well as view the list of opportunities created earlier as a result of the campaign. Use the INVOICES block to add information about the invoice if it was issued as a result of a campaign. You can view parameters of the invoices that were issued earlier, as well as create new invoices connected with the campaign. The financial details of invoices will be used in BPMonline CRM for calculating actual amount of sales that resulted from the marketing campaign. DOCUMENTS Use the DOCUMENTS block to manage documentation related to the campaign. Here you can, for example, create a contract related to the campaign or register incoming documents. ACTIVITIES The ACTIVITIES block displays tasks, s, and calls that are made by employees while preparing and conducting a campaign. Use this information to manage the time of your company's marketing managers. Planning Activities for Campaigns Creating Tasks and Calls Creating and Sending Messages PRINTING CAMPAIGN DATA Use the section actions to get access to the campaign summary. This printable will provide you with the summary information on each marketing campaign including its target audience. This information can be used to plan new campaigns, as well as to analyze the completed and ongoing campaigns. CAMPAIGN ANALYTICS Use the analytics of the CAMPAIGNS section to analyze the statistics on marketing campaigns. Use the section report to analyze the effectiveness of the conducted campaigns. The report BPMonline CRM

23 22 shows the detailed information about new customers and opportunities completed as a result of the campaign. Evaluating Campaign Efficiency Viewing Statistics for Campaigns

24 Mass Mail 23 MASS MAIL Mass mail is an important marketing tool that helps you promote your products or services. In BPMONLINE CRM, bulk mails can be created and sent in the MASS MAIL section. Inform your employees, partners or customers about various events, send news or advertising. You can create a list of frequently used templates and use them to quickly create mass mails. Two types of mass mail can be created in BPMonline: the mass mail of an internal BPMonline format and the MailChimp mass mail that uses external mass mail service MailChimp. To extend the functionality of the system, you can use the built-in MailChimp analytics. CONTENTS Recipients Attachments Working with MailChimp The [Mass Mail] Section Mass Mailing Automation RECIPIENTS Compile the list of mass mail recipients in the RECIPIENTS block. Here you can preview the resulting personalized for the selected recipient. Once mass mailing is started, a separate will be sent to each recipient, and the system will display the status. ATTACHMENTS If you want to attach an external file to the BPMonline mass mail message, use the ATTACHMENTS block. Once mass mailing starts, the file will be sent to the recipients. Use this block to store links to websites related to the mass mail. WORKING WITH MAILCHIMP You can integrate BPMonline CRM mass mails into the MailChimp mass mail service. In this case, you will get extra tools that will help you track wich messages were read, which links were clicked, get information about recipients' locations, etc. You can add a MailChimp mass mail directly from the BPMonline CRM, synchronize the list of recipients between BPMonline CRM and MailChimp, as well as update the statuses. BPMonline CRM

25 24 WORKING WITH BPMONLINE CRM IN THIS CHAPTER Getting Started with BPMonline CRM Managing Accounts and Contacts Time Management and Communications Managing Opportunities Managing Documents Managing Campaigns Mass Mailing Automation

26 Getting Started with BPMonline CRM 25 GETTING STARTED WITH BPMONLINE CRM Before you start working with BPMonline CRM, consider configuring a number of individual settings to provide the most convenient and efficient work with the system. The most of individual settings are located in the customer profile. You can open it by following the PROFILE link on the main BPMonline CRM page. CONTENTS Setting Up Accounts in External Resources Configuring Accounts Google Synchronization Setup SETTING UP ACCOUNTS IN EXTERNAL RESOURCES 1. Open the user's profile page. 2. Click the [Accounts in External Resources] button. 3. On the opened page, click the [Add] button and in the menu select the service for which the account must be added, for example, [Facebook]. 4. On the opened page, log in to the selected external resource using your account. As a result, the user login and password in the external resource will be used when performing the integration between BPMonline CRM and this service. The following external resources are used in BPMonline: a. Facebook, LinkedIn, and Twitter - for actions of searching for contact data in social networks. b. Google account - is used for synchronizing BPMonline CRM contacts with Google contacts, as well as synchronizing tasks and meetings with Google calendar. NOTE The application must be integrated with the selected social network. Registering BPMonline CRM for integration with social networks is described in the Customization Guide. Synchronization of Contacts with Google Searching Customer Information in Social Networks Synchronizing the Calendar with Google CONFIGURING ACCOUNTS 1. Open the user's profile page. 2. Click the [ Accounts] button. 3. On the opened page, click the [Add] button. 4. Enter the account parameters: a. In the [ Provider] field, select one of the available mail servers, for example, Yahoo.com. BPMonline CRM

27 26 NOTE The list of providers is compiled by the system administrator. Adding providers is described in the Customization Guide. b. Enter the user name ( address) and password used for account authorization. c. Specify the mailbox name to identify it when simultaneously working with several accounts. 5. Specify download parameters: a. Select the [Use for Receiving] checkbox. b. To enable automatic receiving, select the [Automatically Receive s Every... Minutes] checkbox and specify periodicity of the automatic receiving from the mailbox, in minutes. c. Define the way of selecting s for receiving. You can receive all s from the Incoming folder of the mailbox starting from certain date, or you can receive only s from the mailbox folders that are synchronized with BPMonline CRM. d. Specify the start date for receiving messages (if the [Receive All Messages from Mailbox] option is selected), or select the mailbox folders from which the s should be received (if the [Receive s from Customized Folders] option is selected. 6. If necessary, specify the sending parameters. a. Select the [Send s from Mailbox] checkbox to use a certain mailbox for sending s. b. If the mailbox is used for sending s, you can select the [Use by Default] checkbox to specify the mailbox address in the [From] field of the new messages cards by default. 7. Click the [Save] button. As a result, the configured mailbox will be added to the folder of the [Activities] section. You can receive and send messages using this account. Creating and Sending Messages GOOGLE SYNCHRONIZATION SETUP To allow synchronization between Google contacts and calendar and BPMonline CRM contacts and activities, the synchronization must be set up beforehand. The example of setting up synchronization in the CONTACTS section is given below. 1. Open the CONTACTS section. 2. Create a static contact folder to be synchronized. To do this: a. Follow the [Folders] link in the section filter area. b. On the opened page, in the [Add] button menu, select the [Add Static Folder] command. In the additional window, enter a folder name, for instance, Contacts for Google Synchronization, and click the [OK] button. c. Go back to the CONTACTS section.

28 Getting Started with BPMonline CRM Select the [Set Up Google Synchronization] command in the [Actions] button menu. The setup page will open: a. Click the button in the [Account] field. In the opened window, authorize in Google. NOTE The application must be integrated with Google. More information about registering BPMonline CRM for integration with Google can be found in the Customization Guide. b. In the [Contacts Folder for Synchronization] field, select the created static folder. c. If the synchronization should start automatically, select the Start Contact Synchronization Every checkbox and specify the time period for synchronization, for example, 30 Minutes. d. Click the [OK] page button to save the settings. As a result, both your Google account and the BPMonline contact folder for synchronization will be saved in the system, and the synchronization will be started at the specified time period automatically. NOTE In the [Activities] section, setting up synchronization with Google is done in the same manner. Note that you don't need to specify the static folder for synchronizing tasks in the synchronization settings of the [Activities] section. Synchronization of Contacts with Google BPMonline CRM

29 28 MANAGING ACCOUNTS AND CONTACTS This chapter covers the process of working with the LEADS, ACCOUNTS and CONTACTS sections. CONTENTS Working with Leads Registering Customers Synchronization of Contacts with Google Saving Communication Options for Customers Searching Customer Information in Social Networks Entering Banking Details Tracking Noteworthy Events for Accounts and Contacts Establishing the Organizational Structure of a Company Maintaining Information About Contacts Career Compiling a List of Company Employees Managing Account and Contact Relationships Establishing the History of Interaction with Accounts and Contacts Account and Contact Segmentation Analytics for Accounts and Contacts The [Leads] Section The [Accounts] Section The [Contacts] Section WORKING WITH LEADS Registering Leads Qualifying Leads REGISTERING LEADS 1. Open the [Leads] section and add a new record. 2. On the opened lead page, enter the information about the account and/or contact: a. Company and/or contact person name. b. Communication options and address. c. Any other known data. For example, for companies it could be No. of Employees or Annual Revenue, and for contacts Full Job Title or Title. 3. Save the data. Lead Page > General Information QUALIFYING LEADS 1. In the Leads section, locate the lead that needs to be qualified.

30 Managing Accounts and Contacts Select the lead and click the [Edit] button. 3. On the lead page, in the menu of the [Actions] button, select the [Qualify] command (Рис. 1). Additional page for lead qualification will be displayed. Рис. 1Starting the Lead Qualification 4. Select the [Create New] option (Рис. 2) to create a new contact and/or account based on the selected lead. Рис. 2Selecting [Create New] Option 5. Click the [Save] button. As a result, a new account and/or contact will be added in the system, and the status of the lead will be changed to Qualified as New. 6. In the opened account/contact edit page, enter any changes if necessary. For example, you can specify the type of the new potential customer and the responsible employee. NOTE Using the lead qualification page, you can also connect a lead with an existing account and/or contact. In this case, the status of the lead will be changed to Qualified as Existing. Using the [Disqualify] command of the [Actions] button, you can qualify a lead as lost or indicate that this lead cannot be contacted. Lead Page > Qualify Lead Page > Disqualify REGISTERING CUSTOMERS Adding an Account Adding a Private Customer Adding Customer's Contact Person BPMonline CRM

31 30 Adding a New Employee ADDING AN ACCOUNT 1. Open the ACCOUNTS section and add a new record. 2. On the account page, enter the information about the company: a. Company name. b. Name of the primary contact. c. Communication options, for instance, telephone number, website, or fax number. d. Primary address. 3. To further streamline your work with the account, fill in the [Type] field with options such as Customer or Partner, and the [Category] field with options such as Normal or VIP. 4. Fill in the [Industry] field to indicate in which industry the company operates. 5. Save the entered information. NOTE Entering information in the [Particulars] field block can help you perform further market segmentation for companies. The Account Page > General Information ADDING A PRIVATE CUSTOMER 1. Open the CONTACTS section and add a new record. 2. In the opened contact page, enter the information about the customer: a. The name and salutation for the customer. b. In the [Type] field, select Customer. c. If necessary, enter the address of the contact. 3. Save the entered information. 4. In the COMMUNICATION OPTIONS block, specify any known means of communication with the customer (such as mobile phone number or address). The Contact Page > General Information ADDING CUSTOMER'S CONTACT PERSON 1. Open the CONTACTS section and add a new record. 2. On the opened contact edit page, enter the information about the contact person: a. Enter name and title for the contact. b. Add communication options. c. In the [Type] field, select Contact Person (Рис. 3).

32 Managing Accounts and Contacts 31 Рис. 3Selecting a Contact Type d. In the [Account] field, select the name of the company where the contact works, and in the [Job Title] field specify contact s responsibilities (Рис. 4). Рис. 4Selecting a Contact's Position 3. If you know the role of contact in the decision making process, fill in the [Role] field. This way you will be able to tailor your communications specifically for the customer. 4. Save the data. NOTE You can also add a contact person for an account by running the [Find Contacts in Social Networks] action in the [Accounts] section. ADDING A NEW EMPLOYEE 1. Open the CONTACTS section and add a new record. 2. In the opened contact card, enter the information about the employee: a. Full name of the employee. b. Fill in the [Account] field with the name of your company. c. Job responsibility and department where the employee works. d. Specify home address of the employee. e. In the [Type] field, select Employee. 3. Save the entered information. BPMonline CRM

33 32 NOTE In order for a new employee to be able to log in, creating and licensing a new user is required. The procedure of creating and licensing a new user can be found in the Customization Guide. SYNCHRONIZATION OF CONTACTS WITH GOOGLE You can use the Google synchronization option to add your Gmail contacts into BPMonline CRM. Synchronization of BPMonline contacts with Google can be performed only for those contacts that belong to a static folder indicated in the synchronization settings. To run the synchronization for the first time: 1. Open the [Contacts] section. 2. Select the [Synchronize with Google Contacts] command in the menu of the [Actions] button. As a result of synchronization, a new group of contacts titled "BPMonline" will be added in your Gmail account. 3. Move Gmail contacts to the BPMonline group. 4. Run the [Synchronize with Google Contacts] action again to perform the synchronization of contacts. As a result, Gmail contacts from the BPMonline group will be imported into the BPMonline CRM folder that was specified during the synchronization setup. From this point on, the synchronization of Google and BPMonline CRM contacts is performed in both directions. Should you transfer some BPMonline CRM contacts to the static folder specified in the synchronization settings, they will be automatically imported into the Gmail's BPMonline group of contacts during the next synchronization. NOTE Synchronization can also be run automatically, at the time intervals specified in the synchronization settings. Getting Started with BPMonline CRM > Setting Up Accounts in External Resources Getting Started with BPMonline CRM > Google Synchronization Setup Actions in the [Contacts] Section > Synchronize with Google Contacts Actions in the [Contacts] Section > Set Up Google Synchronization SAVING COMMUNICATION OPTIONS FOR CUSTOMERS Adding a Communication Option Adding an Address ADDING A COMMUNICATION OPTION 1. Open the ACCOUNTS or CONTACTS section. 2. Select the record and click the [Edit] button. 3. In the COMMUNICATION OPTIONS block, click the [Add] button and select the command to add a communication option of the required type, for example, Primary Phone (Рис. 5).

34 Managing Accounts and Contacts 33 Рис. 5Selecting the Communication Option Type 4. Enter phone number. 5. Save the data. The Account Page > Communication Options The Contact Page > Communication Options ADDING AN ADDRESS 1. Open the ACCOUNTS or CONTACTS section. 2. Select the record and click the [Edit] button. 3. In the ADDRESSES block, click the [Add] button and select the required type for example, Actual. 4. Enter street name and building number, country, area and city of an account or contact. Рис. 6Entering Customer Address 5. Click the [Save] button. The Account Page > Addresses The Contact Page > Addresses BPMonline CRM

35 34 SEARCHING CUSTOMER INFORMATION IN SOCIAL NETWORKS You can search for additional information about contacts in social networks and save this information on the contact page. Using social network data, you can also search for contact persons of accounts and add their contacts to the system. To be able to search for data in social networks, you need to set up a social network account that will be used to log in to that network. Saving the Social network Data of the Customer to the Contact Page Filling In the Contact Page with Data from Social Networks Searching Employees of an Account in Social Networks SAVING THE SOCIAL NETWORK DATA OF THE CUSTOMER TO THE CONTACT PAGE You can connect an existing BPMonline CRM contact with a certain social network user. For example, to specify a Twitter account: 1. Open the CONTACTS section. 2. Select a record and click the [Edit] button. 3. In the [Communication Options] block, click the [Add] button and select command [Social Networks] > [TWITTER]. 4. In the [Twitter] field that was added as a result, click the button (Рис. 7). Рис. 7Filling In a Social Network Field 5. A page containing the search results for the selected social network will open. Select a social network account (Рис. 8). Рис. 8Selecting a Social Network User 6. If several users with the same name are registered in the social network, you can identify the needed user by clicking the [View] button on the toolbar and checking his/her social network profile page. 7. If the needed social network user is found, click the [Select] button. As a result, this contact will be associated with the selected social network user.

36 Managing Accounts and Contacts 35 Getting Started with BPMonline CRM > Setting Up Accounts in External Resources The Contact Page > Communication Options FILLING IN THE CONTACT PAGE WITH DATA FROM SOCIAL NETWORKS You can add information from a social network profile to the contact page. This can be used, for example, to update information about a contact in the system. To do this: 1. Open the CONTACTS section. 2. Select the needed contact in the list. 3. Click the [Actions] button and select the [Fill In with Data from Social Networks] command (Рис. 9). Рис. 9Selecting the [Fill In with Data from Social Networks] Action ATTENTION! This action can be performed only if at least one social network field in the contact page is filled in. 4. On the opened page specify which values must be used to fill in the fields of the contact page. BPMonline CRM

37 36 Рис. 10Example of [Filling In with Data from Social Networks] Page a. In the upper part of the window, either select the value that must be displayed on the contact page, or enter values manually. For example, the [Business Phone] field can be filled in using data from Twitter profile, and the [Birth Date] field using data from Facebook profile. b. In the lower part of the page, fill out the fields manually. For example, you can manually fill in fields from ADDRESS field block, based on the information in the social network fields. As a result, the left part of the page will display the values that will be entered on the contact page. 5. Click the [OK] button to apply the changes. Actions in the [Contacts] Section > Fill in with Data from Social Networks SEARCHING EMPLOYEES OF AN ACCOUNT IN SOCIAL NETWORKS Using the [Find Contacts in Social Networks] action of the ACCOUNTS section, you can search for information about companies in social network profiles and create new contacts for the corresponding accounts in the system. To add a contact person for an account using data from social networks: 1. Open the ACCOUNTS section. 2. Select an account in the list. 3. Click the [Actions] button and select the [Find Contacts in Social Networks] command (Рис. 9).

38 Managing Accounts and Contacts 37 Рис. 11Running the [Find Contacts in Social Networks] Action 4. On the opened page, select the user related to the selected account (Рис. 12). Рис. 12Selecting a Social Network User NOTE When executing the search action, the system will look for account name in all available social networks. Use special filtering field to quickly locate user in the specified social network. 5. If necessary, browse the user profile by clicking the [View] button. 6. If the contact has been found, click the [Create Contact] button. As a result, a new contact page will open. The selected company will be specified in the [Account] field, while the available social network data will be automatically entered in the respective fields. For example, such data can include date of birth, business phone, and contact name. Fill in other needed fields and save the contact page. Actions in the [Accounts] Section > Find Contacts in Social Networks BPMonline CRM

39 38 ENTERING BANKING DETAILS You can use the information about the company s banking details, for instance, when preparing to print a contract or issuing an invoice for a customer. To add banking details for a company: 1. Open the ACCOUNTS section. 2. Select the record and click the [Edit] button. 3. On the BANKING DETAILS block, click the button to add a new record (Рис. 13). Рис. 13Adding Banking Details 4. On the opened page, fill in the needed fields: a. Enter the name of banking details, for example, Billing for Residents. b. From the lookup in the [Country] field, select the country. c. Enter any additional information about the banking details of the account in the [Banking Details] field. d. Choose the company's chief accountant and CEO from the corresponding lookups. 5. Save the changes. The Account Page > Banking Details TRACKING NOTEWORTHY EVENTS FOR ACCOUNTS AND CONTACTS Adding Information on a Noteworthy Date Getting a List of Noteworthy Events for a Specific Time Period ADDING INFORMATION ON A NOTEWORTHY DATE 1. Open the ACCOUNTS or CONTACTS section. 2. Select the record and click the [Edit] button. 3. In the NOTEWORTHY EVENTS block, click the [Add] button and select the required type of a noteworthy event, for example, Birthday (Рис. 14).

40 Managing Accounts and Contacts 39 Рис. 14Adding Noteworthy Event 4. Enter the date of the noteworthy event. 5. Save the changes. The Account Page > Noteworthy Events The Contact Page > Noteworthy Events GETTING A LIST OF NOTEWORTHY EVENTS FOR A SPECIFIC TIME PERIOD If you want to view a list of customers who have a birthday, for example, in the coming month, you can display this data in the NOTEWORTHY EVENTS OF CONTACT report. To get a report on noteworthy events: 1. Open the CONTACTS section. 2. Open the ANALYTICS view (Рис. 15). Рис. 15Selecting the [Analytics] View 3. Select the NOTEWORTHY EVENTS OF CONTACT report. Additional area for report generation will be displayed. 4. Select the method of compiling the report and the period for which the report must be generated (Рис. 16). Рис. 16Filtering Report Data by Period of Time 5. Click the [Create Report] button (Рис. 17). BPMonline CRM

41 40 Рис. 17Compiling a Report As a result, your browser will start downloading the report file in PDF format. NOTE The list of noteworthy events of accounts and contacts for the next week is also available in the [Dashboards] section. The Contact Page > Reports ESTABLISHING THE ORGANIZATIONAL STRUCTURE OF A COMPANY Adding Organizational Structure Registering Subsidiaries of an Account ADDING ORGANIZATIONAL STRUCTURE 1. Open the ACCOUNTS section. 2. Select a record and click the [Edit] button. 3. On the account edit page expand the ORGANIZATIONAL STRUCTURE block. Adding a Root Item 1. In the ORGANIZATIONAL STRUCTURE block, click the button and select the [Add Root Item] command. Рис. 18 Adding a Root Item 2. On the opened page, fill in the needed fields: a. Enter the name of the organizational structure unit, b. Specify the department that the unit represents and its manager. 3. Save the record.

42 Managing Accounts and Contacts 41 Adding a Subordinate Item 1. In the ORGANIZATIONAL STRUCTURE block, select the item, to which a subordinate unit must be added. 2. In the menu of the button, select the [Add Subordinate Item] command (Рис. 19). Рис. 19Adding a Subordinate Item 3. On the opened page, fill in the needed fields. 4. Save the changes. The Account Page > Organizational Structure REGISTERING SUBSIDIARIES OF AN ACCOUNT 1. Open the ACCOUNTS section and select the record of the account that is a subsidiary of another account. 2. Click the [Edit] button. 3. Fill in the [Member Of] field (Рис. 20). Рис. 20Selecting Parent Account 4. Save the changes. As a result, the relationship between the parent and subordinate company will automatically established in the RELATIONSHIPS block. The Account Page > General Information The Account Page > Relationships MAINTAINING INFORMATION ABOUT CONTACTS CAREER Registering the Current Employer of a Contact Viewing and Editing Information about Contact's Job Experience BPMonline CRM

43 42 REGISTERING THE CURRENT EMPLOYER OF A CONTACT 1. Open the CONTACTS section. 2. In the list, select a contact record and click the [Edit] button. 3. In the contact edit page, fill in the [Account] and [Job Title] fields. 4. If necessary, specify the contact s position in the [Full Job Title] field. 5. Save the changes. As a result, contact's position will be saved in the CURRENT EMPLOYMENT block, and a new record will be added to the JOB EXPERIENCE block of the CONTACTS section. The Contact Page > General Information The Contact Page > Job Experience VIEWING AND EDITING INFORMATION ABOUT CONTACT'S JOB EXPERIENCE Information about previous employments of the contact will be available in the JOB EXPERIENCE block. To add information about the contact s job experience: 1. In the CONTACTS section, select a contact record and click the [Edit] button. 2. In the JOB EXPERIENCE block, select the [Add] command in the menu of the button. 3. On the opened page, enter the appropriate information about the contact s place of work. a. Select the job responsibility of the contact and department where the contact works. b. Specify the date when the contact started working on this position. 4. Save the entered information. As a result, a new record will be added to the JOB EXPERIENCE block. COMPILING A LIST OF COMPANY EMPLOYEES Adding a New Employee of an Account Connecting an Account with an Existing Contact ADDING A NEW EMPLOYEE OF AN ACCOUNT The CONTACTS block of the ACCOUNTS section displays information about contacts who work in the selected company. To add information about a new contact, select the [Add Contact] command of the button menu. As a result, a contact page will open, where you can enter the needed information. The Account Page > Contacts

44 Managing Accounts and Contacts 43 CONNECTING AN ACCOUNT WITH AN EXISTING CONTACT In the CONTACTS block you can add an existing contact using the [Connect with Contact] command of the button menu. As a result, contact's job experience page will open. Here you can enter all required information about the contact and their position. This function is useful, for instance, when contacts change jobs or when their duties are changed. NOTE Once the account is associated with an existing contact, the corresponding contact page will display this account listed in the [Account] field. MANAGING ACCOUNT AND CONTACT RELATIONSHIPS Establishing Relationships between Accounts Recording Business Connections between Accounts and Contacts Recording Business Connections between Accounts and Contacts ESTABLISHING RELATIONSHIPS BETWEEN ACCOUNTS 1. Open the ACCOUNTS section. 2. In the list, select a company record and click the [Edit] button. 3. On the account edit page expand the RELATIONSHIPS block. 4. In the button menu, select the [Add Account] command. 5. On the relationships page, select the relationship type and the company with which the relationship is established (Рис. 21). Рис. 21Establishing Relationships between Accounts The inverse type of relationship will be applied by the system automatically. 6. Click the [Save] button. The Account Page > Relationships RECORDING BUSINESS CONNECTIONS BETWEEN ACCOUNTS AND CONTACTS 1. Open the ACCOUNTS section. BPMonline CRM

45 44 2. In the list, select a company record and click the [Edit] button. 3. Expand the RELATIONSHIPS block. 4. In the button menu, select the [Add Contact] command. 5. On the relationships page, select the relationship type, for example, Employer and contact with whom the relationship is created. The inverse type of relationship will be applied by the system automatically. 6. Save the changes. RECORDING BUSINESS CONNECTIONS BETWEEN ACCOUNTS AND CONTACTS 1. Open the CONTACTS section. 2. In the list, select a contact person and click the [Edit] button. 3. Expand the RELATIONSHIPS block. 4. In the button menu, select the [Add Contact] command. 5. On the relationship page, select the type of relationship from the list, for example, Friend and the contact with whom the relationship is being recorded. The inverse type of relationship will be applied by the system automatically. 6. Save the changes. The Contact Page > Relationships ESTABLISHING THE HISTORY OF INTERACTION WITH ACCOUNTS AND CONTACTS Every customer interaction should be reflected in BPMonline CRM. Examples of such interactions are, for instance, issuing an invoice, speaking with a customer, having an informal meeting at the conference or concluding a deal with a customer. The ACCOUNTS and CONTACTS sections provide a number of blocks that are designed to display a complete interaction history with the contact person or company. The [Activities] block displays all activities connected to this contact: calls, meetings, s, etc. This block displays records from the [Activities] section. You can add a task, call or message directly in the ACTIVITIES block using the corresponding commands of the [Add] button menu. The INVOICES and DOCUMENTS blocks contain the list of all commercial documents for the account and contact. This list is formed based on information in the [Invoices] and [Documents] sections, respectively. The OPPORTUNITIES block lists all deals related to the selected account or contact. There is also a special HISTORY block. This block displays all interactions with customers in chronological order (including opportunities, invoices, documents, tasks and campaigns for the selected contact or account). For example, you want to analyze what actions on your part resulted in customer making a decision to sign a contract. To do this: 1. Open the ACCOUNTS section.

46 Managing Accounts and Contacts Select an account and click the [Edit] button. 3. Expand the HISTORY block and browse through the history of interaction with the account. The Account Page > History The Contact Page > History The [Activities] Section The [Invoices] Section The [Documents] Section The [Opportunities] Section ACCOUNT AND CONTACT SEGMENTATION Using Folder Area Grouping Contacts by Type USING FOLDER AREA To optimize working with accounts and contacts, we recommend segmenting them using the data about companies and contacts entered into the system. Tools for segmentation will help you assess the needs of accounts and contacts that you work with. Account and contact segmentation in BPMonline CRM is done with the help of the folder tree, which can be accessed by clicking the [Folders] link in the filter area. An example of account folders is shown in Рис. 22. Рис. 22Account Folders You can group accounts by territory, industry, annual revenue, category, type or other parameters. BPMonline CRM

47 46 Grouping contacts and accounts by territory gives you the capability to understand the regional preferences, and to highlight promising development paths. Grouping accounts by industry helps to organize the work with different companies, as well as to establish a unified approach to customers for each particular industry. Additionally, grouping customers by industry is used to distinguish marketing events, which can provide prospecting opportunities for different industries. Grouping accounts by annual revenue and category (VIP or common customers) is used to prioritize your work with companies. Grouping contacts and accounts by demographic parameters will help you to define the profile of your target customers and to tailor your efforts accordingly. For example, for contacts such parameters could be gender, age or occupation, and for companies it could be the number of employees. You can distinguish primary types of companies and contacts and establish these types in the [Account Types] and [Contact Types] lookups respectively. Examples of account types could be Customer, Supplier, Partner, Competitor or Contractor, while examples of contact types could be Customer, Contact Person or Employee. Assigning a type to the company or contact is done by filling in the [Type] field in the account or contact page respectively. For each contact you can indicate a role in the decision making process. For example, contacts could be Final Authority, Influencer or Specifier. To generate the list of options for the role in the decision making process, use the [Decision Making Roles] lookup. Using dynamic folders (groups), you can display records in the list that meet the specified parameters, which will facilitate your working with the database. NOTE To analyze the distribution of accounts and contacts by type, industry, city, country or any other parameters, the charts in the [Accounts] and [Contacts] sections are used. GROUPING CONTACTS BY TYPE 1. Open the CONTACTS section. 2. Click the [Folders] link in the filter area. A page for selecting the section folders will be displayed. 3. In the [Add] button menu, select the [Add Static Folder] command to add a grouping static folder (Рис. 23). Рис. 23Creating a Static Folder

48 Managing Accounts and Contacts Enter a folder name, for instance, Employees and click the [OK] button. 5. Select the added folder. In the menu of the [Actions] button, select the [Add Dynamic Folder] command. 6. Enter a folder name, for instance, By Type and click the [OK] button. 7. Select the created dynamic folder. 8. In the FILTER block, add a new condition: a. Click the [Add condition] link (Рис. 24). Рис. 24Adding Filter Condition b. The column selection page will be displayed. In the [Column] field, select Type (Рис. 25). Рис. 25Selecting Condition Column c. Click the [Select] button. d. Click the [Enter Value] link. e. On the opened contact type selection page, select the checkbox next to the Employee type and click the [Select] button (Рис. 26). BPMonline CRM

49 48 Рис. 26Selecting Column Value f. In the FILTER block, click the [Save Filter] button (Рис. 27). Рис. 27Saving the Filter Conditions As a result, the [Employees] dynamic folder will display contacts that are indicated as Employees. 9. Similarly, add dynamic folders for other contact types (Рис. 28). You can use these groups to filter records in the section. Рис. 28Grouping Contacts by Type The Account Page > Charts The Contact Page > Charts

50 Managing Accounts and Contacts 49 ANALYTICS FOR ACCOUNTS AND CONTACTS Analysis of Statistical Data Data Entry Compliance Analysis ANALYSIS OF STATISTICAL DATA To analyze statistical data for companies and contact persons in BPMonline CRM, use the charts and reports in the ACCOUNTS and CONTACTS sections respectively. You can, for instance, analyze your customers or evaluate the quality of your employees' work. Using the printables of the ACCOUNTS and CONTACTS sections, you can aggregate the information about customers. The CUSTOMER BASE GROWTH chart displays the quantity of companies that you have completed deals with for a specific period of time. This data can be used in sales planning. For planning the strategy of working with companies, for instance, you can use the ACCOUNTS BY INDUSTRY chart. For establishing a partnership or sales network, or for sales development in different territories, we recommend using the ACCOUNTS BY CITY, ACCOUNTS BY COUNTRY and ACCOUNTS BY TERRITORY charts. To analyze the work of your employees with accounts and contacts, you can use the ACCOUNTS BY OWNER and CONTACTS BY OWNER charts. These charts display the distribution of accounts and contacts by responsible employee. The ACCOUNTS BY NUMBER OF EMPLOYEES, CONTACTS BY DECISION MAKING ROLE and CONTACTS BY JOB CLASSIFICATION charts will help you assign priorities and optimal methods of cooperation when working with the various parties. To View a Chart: 1. Display only those records in the list that are needed for the statistics, for example, all records created by a certain employee (Рис. 29). Рис. 29Filtering Accounts by Owner 2. Open the ANALYTICS view (Рис. 30). Рис. 30Selecting the [Analytics] View 3. Select the desired chart, for example, ACCOUNTS BY INDUSTRY. As a result, the chard will be displayed on the right part of the page (Рис. 31). BPMonline CRM

51 50 Рис. 31The [Accounts by Industry] Chart The Account Page > Charts The Contact Page > Charts DATA ENTRY COMPLIANCE ANALYSIS You can determine how quickly and effectively new business relationships are established with companies and contacts. To do this, use the ACCOUNT BASE GROWTH and the CONTACT BASE GROWTH charts. These charts display the quantity of accounts and contacts registered in BPMonline CRM during a specific period of time. To see how well employees cope with filling in fields about companies and contacts, you can use the DATA ENTRY COMPLIANCE report in the CONTACTS and ACCOUNTS sections. This report contains information on the percentage and number of filled and unfilled fields in the account or contact pages. This report is an effective tool in estimating the extent of system functionality usage by company staff. To View a Report: 1. Open the ACCOUNTS or CONTACTS section. 2. Open the ANALYTICS view. 3. Select the DATA ENTRY COMPLIANCE report. 4. Select the method of report compilation, for example, by filtered records in the list. 5. Click the [Create Report] button (Рис. 32). Рис. 32Selecting Method of Forming the Report As a result, your browser will start downloading the report file in PDF format.

52 Time Management and Communications 51 TIME MANAGEMENT AND COMMUNICATIONS This chapter covers working with the ACTIVITIES section. CONTENTS Creating Tasks and Calls Creating and Sending Messages Completing Activities and Entering Results Activity Analytics The [Activities] Section CREATING TASKS AND CALLS Creating Tasks in the [Activities] section Creating Collective Tasks Registering a Call in the [Activities] Section Creating Activities in Other BPMonline CRM Sections Synchronizing the Calendar with Google CREATING TASKS IN THE [ACTIVITIES] SECTION 1. Open the ACTIVITIES section. 2. Select the [Add Task] command (Рис. 33) in the [Add] button menu. Рис. 33Adding a Task 3. Fill out the needed fields in the opened task page: a. In the [Subject] field, provide the task subject. b. Select the category of the task in the [Category] field, for example, Paper Work or Meeting. c. Assign the High priority for the important tasks. d. Select the [Calendar] checkbox if you want the task to be displayed in the calendar. e. Specify links to any other objects of the system (for example, if it is necessary to prepare some documents for the client) in the CONNECTED TO block. 4. Save the task. The Activity Page > General Information about Tasks and Calls The Activity Page > Connected To BPMonline CRM

53 52 CREATING COLLECTIVE TASKS In BPMonline CRM, you can plan and monitor collective meetings, presentations, conferences and other tasks that require participation of several people. To create collective tasks, use the PARTICIPANTS block To make a task collective: 1. Open the ACTIVITIES section. 2. In the list, select the needed record and click the [Edit] button. 3. Select the [Show in Calendar] checkbox on the task page. 4. Open the PARTICIPANTS block. a. Select the [Add] command in the button menu. b. On the opened page, select the checkboxes next to the needed contacts and click the [Select] button. As a result, the selected contacts will be added to the PARTICIPANTS block of the task page, and the task will be displayed in the calendar of each participant. The Activity Page > Participants REGISTERING A CALL IN THE [ACTIVITIES] SECTION 1. Open the ACTIVITIES section. 2. Select the [Add Call] command (Рис. 34) in the [Add] button menu. Рис. 34Adding a Call 3. Fill out the necessary fields on the call page: a. Enter the subject of the call in the [Subject] field, as well as its duration in the [Start] and [Due] fields. b. Specify the current status of the call. c. If the call is completed, indicate the result of the conversation in the [Result] field. d. In the CONNECTED TO block, specify the contact connected to the call. 4. Save the record. The Activity Page > General Information about Tasks and Calls

54 Time Management and Communications 53 CREATING ACTIVITIES IN OTHER BPMONLINE CRM SECTIONS There is no need to go to the ACTIVITIES section each time you want to create an activity. You can add a new activity from a number of system sections. For example, to create an activity for an account: 1. Open the ACCOUNTS section and select the needed company by which the activity should be created. Click the [Edit] button. 2. Go to the ACTIVITIES block. 3. In the [Add] button menu, select the needed command, for example, Add Task. As a result, a new task page will open. The [Account] field of that page will be filled in with the name of the selected company. 4. Fill out the activity page. 5. Click the [Save] button of the activity page. SYNCHRONIZING THE CALENDAR WITH GOOGLE If you use the Google calendar, you can synchronize it with your BPMonline CRM calendar. To run the synchronization, execute the SYNCHRONIZE WITH GOOGLE CALENDAR action of the [Activities] section. As a result, all events from your Google calendar will be added to the BPMonline CRM calendar, and the tasks from your BPMonline CRM calendar will be added to the Google calendar. NOTE Synchronization can be launched automatically at a time interval specified in the synchronization settings. Getting Started with BPMonline CRM > Setting Up Accounts in External Resources Getting Started with BPMonline CRM > Google Synchronization Setup Actions in the [Activities] Section > Synchronize with Google Calendar Actions in the [Activities] Section > Set Up Google Synchronization CREATING AND SENDING MESSAGES To create and send s in BPMonline CRM: 1. Open the ACTIVITIES section. 2. Select the [Add ] command (Рис. 35) in the [Add] button menu. Рис. 35Adding an Message 3. Fill out the page. a. Select the address from which the will be sent. BPMonline CRM

55 54 b. Indicate the address of the recipient and if necessary, specify people whom you want to send a copy of an . c. In the [Start] and [Due] fields, specify the time spent for preparing the message. d. Indicate the subject of the message in the [Subject] field. e. Enter the text of the . f. If the message is related to other objects of the system (for example, a contract), specify these connections in the CONNECTED TO block. 4. To add attachments, go to the ATTACHMENTS block of the message page: a. Click the [Add File] button. b. In the opened window, select the needed attachment. ATTENTION! The maximum size of the uploaded file can be changed using the Attachment Max Size system setting. Working with system settings is described in the Customization Guide. 5. To send the message, select the [Send] command of the [Actions] button menu of the toolbar. As a result, the will be sent, and the status of the activity will be changed to Completed. NOTE You can also send, forward, or reply to the message using corresponding buttons that are shown when you select the message in the [Activities] section. Getting Started with BPMonline CRM > Configuring Accounts The Activity Page > General Information about s COMPLETING ACTIVITIES AND ENTERING RESULTS Creating a Notification for a Task or Call Modifying Planned Tasks Monitoring Work Completion Compiling a Report on Performed Activities CREATING A NOTIFICATION FOR A TASK OR CALL To complete activities on time, you can use reminders. They will help you and other employees to organize the work effectively, for example, to documents for clients, plan and conduct meetings or make important calls on time. To create a reminder for an activity: 1. Open the ACTIVITIES section. 2. Select the needed record in the list and click the [Edit] button. 3. In the REMINDERS field block, select the [Remind Author] or [Remind Owner] checkbox to create a reminder for author or owner, respectively. Specify the date and time of the reminder. 4. Save the activity.

56 Time Management and Communications 55 At the selected time the information about this reminder will appear on the reminder page. Notifications > Viewing Notifications MODIFYING PLANNED TASKS To change the start and end time of an activity in the calendar, place the cursor on the border of the task, hold the left mouse button and drag the border to the desired time. To move the task in the calendar, drag the task to the desired time. You can also change the start and end times directly in the activity page. To do this, open the necessary page and edit the [Start] and [Due] fields accordingly. MONITORING WORK COMPLETION You can get up-to-date information about the activity status without opening the activity page. If the activity has already passed the scheduled completion time but is not yet completed, then such activity is considered overdue and is highlighted in the list and calendar. To monitor completed work or to plan collective tasks you can view the calendar of your colleagues. To do this, go to the CALENDAR data view and in the OWNER block of the filter area specify the user whose calendar you want to view (Рис. 36). Рис. 36Filter Area To quickly go to the calendar for the specified period of time, click the the time period, for example, Last Week. button and select The [Calendar] Tab in the [Activities] Section COMPILING A REPORT ON PERFORMED ACTIVITIES In order to view, for example, which tasks employees have completed or review how many outgoing calls were made by an employee, you can use the activity report. This report compiles information on all conducted and overdue meetings, messages and calls of a specified user for a selected period of time. Viewing a Report: 1. Open the ACTIVITIES section. 2. Go to the ANALYTICS data view (Рис. 37). BPMonline CRM

57 56 Рис. 37Selecting the Data View 3. Select the ACTIVITY REPORT report. 4. Specify the filter parameters to select records by which the report will be generated. 5. Click the [Create Report] button. As a result, the report in the PDF file format will be downloaded to your computer. Analytics in the [Activities] Section > Reports ACTIVITY ANALYTICS In order to monitor the use of work hours, you can get a summary and analytical information about activities. The charts in the ACTIVITIES section will help you analyze the workload of employees, as well as understand what activities dominate their work. To analyze the work of employees, use the EMPLOYEE WORKLOAD chart. The chart shows the ratio of registered activities by the responsible employee. The ACTIVITIES BY TYPE chart is used to see which activities dominate the time of your employees. Evaluating the number of registered activities is the key analytical tool. To track how many and what type of activities were registered by employees, we recommend using ENTERED ACTIVITIES BY MONTH chart. This chart shows the data on the number of activities that were created by each employee during a certain period of time. To view a chart: 1. Open the ACTIVITIES section. 2. Display only those records in the list that are needed for the statistics, for example, using filtering tools, show all records that were created by a certain employee (Рис. 38) or all records for a specific period of time. Рис. 38Filtering Data by Owner 3. Select the ANALYTICS data view (Рис. 39).

58 Time Management and Communications 57 Рис. 39Selecting the [Analytics] View 4. Select the desired chart, for example, ACTIVITIES BY TYPE. As a result, the chart will be compiled based on activities filtered in the list. NOTE Activity analytics is available in the [Dashboards] section as well. Analytics in the [Activities] Section > Charts The [Dashboards] Section BPMonline CRM

59 58 MANAGING OPPORTUNITIES This chapter covers the process of working with the OPPORTUNITIES section. CONTENTS Registering Opportunities Maintaining and Closing Deals Viewing Analytics for Opportunities The [Opportunities] Section REGISTERING OPPORTUNITIES Registering a New Deal in the [Opportunities] Section Creating Opportunity from Other Sections Creating an Opportunity from a Lead REGISTERING A NEW DEAL IN THE [OPPORTUNITIES] SECTION 1. Open the OPPORTUNITIES section, add a new record. 2. In the fields on the opened page, enter known information about the opportunity: a. The opportunity name. b. The name of the customer for the identified opportunity, as well as the responsible employee. c. The supplier for the opportunity. d. The planned end date. e. The current sales stage, for example, Initial Contact, Presentation or Signing Contract. f. The type of the opportunity (for example, Sale of Goods or Sale of Services ) and the expected revenue. g. If the opportunity was identified as a result of a marketing campaign, indicate the appropriate event in the [Campaign] field. 3. Use the PRODUCTS block to create a list of products in opportunity. a. Click the [Add] button. b. On the opened page, enter information about the offered product: product name, quantity being offered, as well as the result of offering the product to the customer. c. Save the record. d. Use the same procedure to add other products to the opportunity. 4. Use the PARTICIPANTS block to create a list of opportunity participants. a. In the menu of the button, select the [Add] command. b. In the opened page, indicate the name and role for this participant. c. Save the record. d. Use the same procedure to add other opportunity participants.

60 Managing Opportunities Save the opportunity page. Opportunity page > General Information Opportunity page > Products Opportunity page > Participants CREATING OPPORTUNITY FROM OTHER SECTIONS There is no need to open the OPPORTUNITIES section each time you want to add a new opportunity. You can also use the OPPORTUNITIES block on the pages of other sections to add opportunities. Below is the procedure for creating an opportunity for an account. 1. Open the ACCOUNTS section. 2. Select the company in the list and click the [Edit] button. 3. On the opened page, go to the OPPORTUNITIES block and select the [Add] command in the button menu. The new opportunity page will open. The [Account] field in it will be filled in with the company you have selected earlier. 4. Fill in all the required fields of the opportunity page and save the record. NOTE You can also create an opportunity from the [Opportunities] block in the [Contacts] and [Campaigns] sections. CREATING AN OPPORTUNITY FROM A LEAD In addition to directly registering an opportunity, you can also add a new opportunity as a result of lead qualification. To do this, select the [Add Opportunity] checkbox on the lead qualification page. Qualifying Leads MAINTAINING AND CLOSING DEALS Changing Current Stage of an Opportunity Viewing the Completed Opportunity Stages Adding Information on Competitors Preparing the Quotation Printable Maintaining Documents for Opportunities Planning Activities for Opportunities Closing an Opportunity CHANGING CURRENT STAGE OF AN OPPORTUNITY 1. Open the OPPORTUNITIES section. 2. In the list, select the needed record and open the opportunity edit page. 3. In the [Stage] field, select the new stage from the list. BPMonline CRM

61 60 4. Save the opportunity. As a result, the previous opportunity stage will be ended and a new one will be started. Information in the STAGES block will be updated. VIEWING THE COMPLETED OPPORTUNITY STAGES Sequence of all completed stages for a particular opportunity is shown in the STAGES block. Using information displayed in this block, you can analyze what stages are the most successful and determine the ones that take more time. Using the Sales Pipeline Opportunity page > Stages ADDING INFORMATION ON COMPETITORS 1. Open the OPPORTUNITIES section. 2. Select the record in the list and click the [Edit] button. 3. In the COMPETITORS block Select the [Add File] command in the button menu of the detail toolbar. 4. Fill out the fields on the opened page. a. Indicate the name of the company that is competing for this opportunity. b. If you know the product the competitor is offering, indicate it in the [Competing Product] field. c. Specify the strong and weak points of the competitor's offer. 5. Save the competitor record. NOTE You can make a list of competitor products in the [Competing Products] lookup. More information about lookups can be found in the Customization Guide. Opportunity page > Competitors PREPARING THE QUOTATION PRINTABLE You can prepare quotations directly from the system using the QUOTATION printable. It contains information on products to be offered to a customer, as well as their quantity and cost in the selected currency. 1. Open the OPPORTUNITIES section. 2. Select the opportunity and click the [Edit] button. 3. In the menu of the [Actions] button, select the [Quotation] command. As a result, a printable in the PDF format will be downloaded. Actions in the [Opportunities] Section > Printables

62 Managing Opportunities 61 MAINTAINING DOCUMENTS FOR OPPORTUNITIES Using BPMonline CRM you can automate the document flow for opportunities. Documents for opportunities can include, for example, contracts, purchase orders, incoming documents, invoices, etc. The DOCUMENTS section is used to prepare contracts and other documents regarding sales opportunities. Ordered products can be added to the PRODUCTS block of the document edit page, and the files of contracts can be added in the ATTACHMENTS block. The INVOICES section is used to store invoices for opportunities, as well as to track payments against invoices. Using the printables of this section, you can print out invoices that can be sent to customers, for example, by fax or . During the sales process the appropriate connections should be established between contracts, purchase orders, invoices and any other documents. For example, when invoicing the client, specify the appropriate opportunity and document based on which this invoice was created. Likewise, indicate such connections in the DOCUMENTS section, for example, if a purchase order is based on a contract. This will help obtain a complete set of documents for each client and analyze the interaction history by various parameters. To plan and monitor payments against the invoice, set the payment status to Outstanding, indicate the expected payment date in the [Payment Date] field of the invoice page and in the REMINDERS block create a reminder in order to monitor a payment. During the sales process you might need reference materials, technical documentation and other helpful information (like presentations and brochures). These materials can be stored in the KNOWLEDGE BASE section. Managing Documents PLANNING ACTIVITIES FOR OPPORTUNITIES 1. Open the OPPORTUNITIES section. 2. In the list, select an opportunity and click the [Edit] button. 3. In the ACTIVITIES block, select the [Add File] command in the [Add] button menu. 4. Fill out the required fields in the opened task edit page: a. Enter the subject of the task. b. Indicate the date and time for start and completion of the task. c. Specify the responsible employee. d. Assign a priority to the task, for example, Normal or High. e. Indicate the current status of the task, for example, Completed or In Progress. f. Select the [Show in Calendar] checkbox. 5. Save the task. As a result, a new task for the selected opportunity will be added in the schedule of the responsible employee. NOTE Use similar procedure to create a call or an connected to the opportunity. BPMonline CRM

63 62 Creating Tasks and Calls CLOSING AN OPPORTUNITY In case your company is the one closing the deal, enter the appropriate information in the opportunity card, as well as assign a final stage to this opportunity. If the opportunity was won by your competitor, do the following: 1. Open the OPPORTUNITIES section. 2. In the list, select an opportunity and click the [Edit] button. 3. Select Canceled/Lost in the [Stage] field. 4. Indicate the reason Won By Competitor in the RESULTS field block. 5. Select the name of the competitor account in the [Won By] field. 6. Save the page. NOTE The information in the [Won By] field is used to create the [Opportunities by Winner] chart. Opportunity page > Closure Viewing Statistics for Opportunities VIEWING ANALYTICS FOR OPPORTUNITIES Preparing Opportunity Summary Information Using the Sales Pipeline Viewing Statistics for Opportunities Data Entry Compliance Analysis PREPARING OPPORTUNITY SUMMARY INFORMATION To display the summary information about the opportunity, use the OPPORTUNITY SUMMARY printable. This printable displays general information on the sales opportunity, the list of offered products, as well as a list of activities related to the opportunity. To view the report: 1. Open the OPPORTUNITIES section. 2. Select the opportunity and click the [Edit] button. 3. In the menu of the [Actions] button, select the [Opportunity Summary] command. As a result, a PDF document containing the report will be downloaded. Actions in the [Opportunities] Section > Analytics in the [Opportunities] Section USING THE SALES PIPELINE Using the SALES PIPELINE report you can evaluate the work of your sales managers and identify the most problematic stages where the most customers are lost. You can construct a pipeline for each individual employee, a group of sales managers or the company as a whole. 1. Open the OPPORTUNITIES section.

64 Managing Opportunities Use the filter to display the list of opportunities that will be used to generate the report. For example, you can display opportunities of certain sales managers. 3. Open the ANALYTICS view (Рис. 40). Рис. 40 Selecting the [Analytics] View 4. In the REPORTS block, select the SALES PIPELINE report. 5. Choose the condition for selecting records for generating the report. For example, Filtered Records in List and click the [Create Report] button. As a result, a PDF document containing the report will be downloaded. Analytics in the [Opportunities] Section > Reports VIEWING STATISTICS FOR OPPORTUNITIES In order to see how quickly and effectively new opportunities are identified, you can use the IDENTIFIED OPPORTUNITIES BY MONTH chart. This chart displays the quantity of opportunities created in BPMonline CRM during a specified period of time. The OPPORTUNITIES BY INDUSTRY chart shows in which industries your company makes the most deals. Using the OPPORTUNITIES BY TERRITORY chart, you can plan marketing campaigns for the locations where your company has the least amount of sales opportunities. In order to see which factors resulted in the most profitable deals, use the REVENUE BY SALES ORIGIN chart. The OPPORTUNITY COMPETITORS chart can help you identify your most active competitors. To view information about opportunities won by competitors, you can use the OPPORTUNITIES BY WINNER chart. With this insight you can determine where to focus efforts when working with clients in order to take advantage over your competitors. To see the ratio of opportunities won by your company compared to your competitors, as well as canceled opportunities, you can use the OPPORTUNITIES BY RESULT chart. The OPPORTUNITIES BY SALES MANAGER chart displays which sales managers work with customers most efficiently. In order to plan, for example, marketing campaigns for your company, you can use the OPPORTUNITIES BY ORIGIN chart. The chart displays factors that were the most effective in identifying opportunities. With the help of the OPPORTUNITIES BY CAMPAIGN chart, you can see what marketing campaigns were the most effective in establishing opportunities. The information about campaigns is based on values in the [Campaign] field of opportunity pages. To view a chart: 1. Open the OPPORTUNITIES section. BPMonline CRM

65 64 2. Display only those records in the list that are needed for the statistics, for instance, opportunities in the Closed/Won stage (Рис. 41). Рис. 41Filtering Opportunities by Stage 3. Open the ANALYTICS view (Рис. 42). Рис. 42 Selecting the [Analytics] View 4. Select the desired chart, for example, OPPORTUNITIES BY SALES MANAGER. As a result, the chart for the selected records will be displayed. NOTE Opportunity analytics is also available in the [Dashboards] section. Analytics in the [Opportunities] Section > Charts The [Dashboards] Section DATA ENTRY COMPLIANCE ANALYSIS In order to receive more accurate and up-to-date data on opportunities it is important to make sure that sales managers provide the most detailed and complete information on sales. To see how well employees cope with entering data about opportunities, use the DATA ENTRY COMPLIANCE report. The report contains information about filling in each of the fields on the opportunty pages. You can generate a report using the filtering tools of the section. To do this: 1. Open the OPPORTUNITIES section. 2. Use the filter block to display the opportunities that must be used to generate the report, for example, only opportunities of a certain owner. 3. Open the ANALYTICS view (Рис. 43). Рис. 43 Selecting the [Analytics] View 4. Select the DATA ENTRY COMPLIANCE report. 5. Specify the condition for selecting the report data, for example, Filtered Records in List and click the [Create Report] button.

66 Managing Opportunities 65 As a result, a PDF document containing the report will be downloaded. Analytics in the [Opportunities] Section > Reports BPMonline CRM

67 66 MANAGING DOCUMENTS This chapter covers working with the DOCUMENTS, INVOICES, and KNOWLEDGE BASE sections. CONTENTS Registering Invoices and Documents Managing Invoices and Documents Analytics for Document Flow Knowledge Base Organization The [Invoices] Section The [Documents] Section The [Knowledge Base] Section REGISTERING INVOICES AND DOCUMENTS Registering Invoices Registering Contracts and Purchase Orders Registering Incoming Document Creating an Invoice or Document from other Sections REGISTERING INVOICES 1. Open the INVOICES section and add a new record. 2. On the opened page, fill in the invoice parameters: a. Indicate the customer to be invoiced as well as their banking details. b. Enter the date, currency and payment status of the invoice (in case this data is different from the default values). 3. In the PRODUCTS block, create a list of products in invoice: a. Click the [Add] button. b. On the opened page, specify the product name, quantity, and discount. If you select a product from the lookup, the price will be applied automatically. c. Click the [OK] button on the product page. d. Add other products to the invoice in the same manner. The invoice amount of invoice will be calculated automatically. 4. Save the invoice. NOTE Use the Invoice Number Mask system setting in order to enable automatic numbering of invoices by the system. Working with system settings is described in the Customization Guide. NOTE To compile a list of products with associated prices, use the [Products] lookup. To change the tax rates, use the [Taxes] lookup. You can change the way the system applies taxes to the products by changing the Price Includes Taxes system setting. More information about working with lookups, system settings, as well as setting up the tax and product catalog can be found in the Customization Guide.

68 Managing Documents 67 Invoice Page > General Information Invoice Page > Products REGISTERING CONTRACTS AND PURCHASE ORDERS 1. Open the DOCUMENTS section. 2. In the [Add] button menu, select the appropriate type of the created document, for example, Contract or Purchase Order (Рис. 44). Рис. 44Adding a Contract 3. On the opened page, enter the document parameters. a. Indicate the customer for the contact or purchase order, as well as the banking details. b. In the [Date] field, indicate the date of signing the document. c. For a contract, specify the start and end dates, as well as the contract amount. 4. Indicate the current status of the document, for example, Planned, In Progress or Signed. 5. If the contract or purchase order is connected to a campaign or a sales opportunity, indicate these connections in the CUSTOMER block. 6. Save the document. 7. Go to the PRODUCTS block to add products to the contract. NOTE Adding products to documents is done in the same manner as adding products to invoices. The Document Page > General Information The Document Page > Products REGISTERING INCOMING DOCUMENT 1. Open the DOCUMENTS section. 2. Select the Add Incoming Document command (Рис. 45) in the [Add] button menu. BPMonline CRM

69 68 Рис. 45Adding an Incoming Document 3. On the opened page, enter the document parameters. a. Indicate the customer, from whom you received the document. b. Specify the outgoing number of the document, i.e. the number that was assigned to it by the customer. c. In the [Date] field, indicate the date when the document was received. d. In the [Notes] field, you can provide additional information regarding the document. 4. Indicate the current status of the document, for example, In Progress. 5. If the incoming document is connected to other information in the system (for example, the customer sent a protocol for a contract), enter this data in the CUSTOMER field block. 6. Click the [Save] page button. The Document Page > General Information CREATING AN INVOICE OR DOCUMENT FROM OTHER SECTIONS There is no need to go to the INVOICES section each time you need to create an invoice. You can create invoices from a number of other sections in the system using the INVOICES block. In the same manner, you can register a document in the DOCUMENTS block. The example of adding an invoice by an account is given below. 1. Open the ACCOUNTS section and select the company that you need to invoice. Click the [Edit] button. 2. On the opened page, expand the INVOICES block and select the [Add] command of the button menu. The new invoice page will open. The [Account] field of this page will be filled in with the name of the selected company. 3. Fill in the needed fields on the invoice page. 4. Save the invoice. NOTE The invoice can be created in the [Opportunities], [Contacts], and [Campaigns] sections. MANAGING INVOICES AND DOCUMENTS Preparing Invoice and Document Printables Saving a Document File Creating a Reminder about an Invoice and Document

70 Managing Documents 69 Viewing and Establishing Connections Between Documents PREPARING INVOICE AND DOCUMENT PRINTABLES Use printables to save the invoices, contracts, or purchase orders in the PDF format for further printing or sending to customers via . The layout of information in a printable is determined by a template. This facilitates automatic compilation of document based on the data available in the system. To prepare an invoice printable: 1. Open the INVOICES section. 2. Select the needed invoice and click the [View] button. 3. In the [Actions] button menu, select the [Invoice] command. As a result, the printable in the PDF format will be downloaded to your computer. NOTE Preparing the [Contract] and [Closing Statement] printables in the [Documents] section is done in the same manner. SAVING A DOCUMENT FILE If you already have a file of the document or invoice that should be saved in BPMonline CRM, use the ATTACHMENTS block. The example of attaching a file to a document is given below. 1. Open the DOCUMENTS section. 2. Select the needed document in the list and click the [Edit] button. 3. Go to the ATTACHMENTS block. 4. Click the [Add File] button. 5. In the opened window, select the needed document file to upload it. As a result, the file will be attached to the selected record. To download it from the system, click the file name. NOTE To add a link to the document, select the [Add Link] command in the opened page enter the link address and click the [Save] button. button menu, and on the CREATING A REMINDER ABOUT AN INVOICE AND DOCUMENT To comply with the deadlines in your work with documents and invoices, you can use reminders that are shown on the BPMonline CRM reminder page. To create a reminder about an invoice: 1. Open the INVOICES section. 2. Select the needed invoice and click the [Edit] button. 3. In the [Remind Owner] field, select the checkbox, specify the date and time of the reminder. 4. Save the invoice. BPMonline CRM

71 70 As a result, the reminder to the owner about the selected invoice will be created. The information about this reminder will appear in the message page at the selected time. Invoice Page > General Information The Document Page > General Information Notifications > Viewing Notifications VIEWING AND ESTABLISHING CONNECTIONS BETWEEN DOCUMENTS We recommend connecting related documents in a document chain. For example, you can indicate that a contact was created as a result of closing a sales opportunity, a purchase order was created as a part of contract fulfillment, and invoice was created to facilitate the payment for received goods. You can connect a purchase order or invoice with this contract. The list of subordinate documents that were created based on the selected document is shown in the SUBORDINATE DOCUMENTS block. The list of documents is generated automatically in the block. You can also add a subordinate document manually. To establish a connection between documents, specify the parent document in the [Parent Document] field of the subordinate document. Establishing Parent Connection with a Document 1. Open the DOCUMENTS section. 2. Open the list record for which you want to specify a parent document (for example, a purchase order created for the contract) and click the [Edit] button. 3. In the [Parent Document] field, select the document that you want to establish as parent for the selected one, for example, a contract. 4. Save the document. As a result, the subordinate document will be indicated in the [Subordinate Documents] block of the parent document. Registering a Subordinate Document 1. Open the DOCUMENTS section. 2. Select the document for which you need to specify a subordinate document (for example, a contract for which an incoming document is registered) and click the [Edit] button. 3. Go to the SUBORDINATE DOCUMENTS block and select the [Add Incoming Document] command of the button. The edit page of the incoming document will open. On the page, the [Parent Document] field, as well as all connected fields will be filled in with the data from the parent document. 4. Enter all needed information about a subordinate document and save the record. As a result, a subordinate document will be indicated in the SUBORDINATE DOCUMENTS block of the parent document. ANALYTICS FOR DOCUMENT FLOW Viewing Invoice and Document Payment Analytics Statistics Analysis on Invoices and Documents

72 Managing Documents 71 VIEWING INVOICE AND DOCUMENT PAYMENT ANALYTICS The INVOICE TOTALS BY STATUS chart provides visualized analytics of the invoice payment statuses. This pie chart displays the number of invoices in different payment states (Рис. 46). Рис. 46The [Invoice Totals by Status] Chart Go to the dashboards page to see a list of outstanding invoices. The OUTSTANDING chart displays the unpaid invoices that were created by the current user in the current month. To gather deeper insight regarding the stability and timeliness of invoice payments, you can use the PAYMENT DYNAMICS BY MONTH chart. On this chart you can compare payments against the invoices, for example, for the last six months. To view a chart: 1. Open the INVOICES section. 2. Display only those invoices in the list that are needed for the statistics, for example, the records created by the current user for the last six months (Рис. 47). Рис. 47Filtering Invoices 3. Select the ANALYTICS view in the menu. 4. Select the PAYMENT DYNAMICS BY MONTH chart from the chart list. 5. Analyze the results displayed on the chart. Analytics in the [Invoices] Section BPMonline CRM

73 72 STATISTICS ANALYSIS ON INVOICES AND DOCUMENTS For convenient display of data on invoices and documents, the system provides a number of charts. Using these charts you can, for example, analyze information about invoice payments, compare statistics for different employees or track the number of invoices and documents issued by month. Using the PAYMENTS BY TERRITORY chart you can evaluate which territories bring the most revenue and which territories require additional attention. The ACTUAL PAYMENTS BY OWNER chart helps to evaluate which employees conclude the most profitable deals. The quantitative parameters of paid and outstanding invoices, you can analyze using the INVOICE TOTALS BY OWNER and INVOICE TOTALS BY STATUS charts. Use these charts to evaluate how efficiently the employees are working with the issued invoices. Evaluating the number of registered documents and invoices is a key tool of analytics, especially when a system has just been implemented. To track how many and which documents and invoices were registered by employees, we recommend using the ISSUED INVOICES BY MONTH and ENTERED DOCUMENTS BY MONTH charts. Using these charts, you can see how many documents and invoices were created by each employee for a certain period of time. To view charts in the INVOICES section: 1. Open the INVOICES section. 2. To filter only those list records that are needed for the statistics, specify the time period and the owner (Рис. 48). Рис. 48Filtering Data 3. In the menu, select the ANALYTICS view (РИС. 49). Рис. 49Selecting the [Analytics] View 4. Select the desired chart, for example, ISSUED INVOICES BY MONTH. As a result, a chart on the filtered invoices will be created on the page. Analytics in the [Documents] Section Analytics in the [Invoices] Section KNOWLEDGE BASE ORGANIZATION Registering a Knowledge Base Article Saving Additional Materials on Knowledge Base Articles REGISTERING A KNOWLEDGE BASE ARTICLE In the KNOWLEDGE BASE section you can store the following documents:

74 Managing Documents 73 Document templates (for example, for quotations, closing statements or contracts); Rules and Regulations (like job description or BPMonline CRM user guide); Answers to frequently asked questions; Examples of document or presentation design and styles; Promotional and other materials. To register a new knowledge base article: 1. Open the KNOWLEDGE BASE section and add a new record. 2. Fill in the page of the knowledge base article: a. Enter the name of the article. b. Select the type of article from the list, for example, Rules and Regulations or Advertising Materials. c. Enter the keywords that are used when searching knowledge base articles. d. Enter the text of the article in the [Notes] block. 3. Save the record. Knowledge Base Article Page SAVING ADDITIONAL MATERIALS ON KNOWLEDGE BASE ARTICLES If you need to additionally save a file of a certain knowledge base article or a link to a web page that relates to the article, use the ATTACHMENTS block. To add a link to a web page: 1. Open the KNOWLEDGE BASE section. 2. In the list, select the needed record and click the [Edit] button. 3. Go to the ATTACHMENTS block. 4. Select the [Add Link] command of the button menu. 5. On the opened page, enter the web page address in the [Link] field and click the [Save] button. As a result, the entered link will be added to the selected knowledge base article. NOTE To add a file of a knowledge base article, click the [Add File] button and then select the file to upload. BPMonline CRM

75 74 MANAGING CAMPAIGNS This chapter describes the specifics of working with the CAMPAIGNS section. CONTENTS Creating Campaigns and Defining Target Audience Defining Promoted Products and Establishing the Campaign Team Planning Activities for Campaigns Identifying Campaign Results Analytics for Campaigns The [Campaigns] Section CREATING CAMPAIGNS AND DEFINING TARGET AUDIENCE Adding a Campaign Adding the Main Object of the Campaign ADDING A CAMPAIGN 1. Open the CAMPAIGNS section and click the [Add] button of the list toolbar. 2. In the opened campaign page, enter the needed information about the marketing campaign: a. Enter the name of the campaign. b. Select campaign type, such as, sales promotion, seminar or exhibition. c. Specify the campaign objective, for example, Increase sales volume. d. Indicate the current status of the campaign, for example, Planned or In Progress. e. Enter dates for start and completion of the campaign. f. Indicate the budget and expected amount of sales from this campaign in the FINANCES block. 3. Save the page. The Campaign Page > General Information ADDING THE MAIN OBJECT OF THE CAMPAIGN 1. Open the CAMPAIGNS section. 2. Select the needed campaign and click the [Edit] button. 3. Select the [Add Contact] command in the button menu of the TARGET AUDIENCE block. 4. Fill out a campaign participant page: a. Select the needed customer from the lookup. b. Indicate the client response to the campaign, for example Participated or Participation Confirmed.

76 Managing Campaigns 75 c. Optionally, provide additional information about the participant in the [Notes] field. 5. Click the [Save] button. The Campaign Page > Target Audience DEFINING PROMOTED PRODUCTS AND ESTABLISHING THE CAMPAIGN TEAM Adding a Product to the Campaign Adding Campaign Team Participants ADDING A PRODUCT TO THE CAMPAIGN 1. Open the CAMPAIGNS section. 2. In the list, select the needed campaign and open it. 3. In the PRODUCTS block of the button menu, select the [Add] command. 4. Fill out the page of product in the campaign: a. Select the product from the lookup. b. Optionally, provide additional information about the product in the [Notes] field. 5. Save the changes. The Campaign Page > Products ADDING CAMPAIGN TEAM PARTICIPANTS The campaign team can include employees of your company, consultants, contractors or other companies. 1. Open the CAMPAIGNS section. 2. Select the required marketing campaign in the list and open it. 3. Expand the TEAM block and select the [Add] command in the button menu. 4. Fill out a page of the campaign team participant: a. Select the needed contact and indicate the company if needed. b. Specify the role of the team member in the [Role] field, for example, consultant or partner. c. Optionally, provide additional information about the team member in the [Notes] field. 5. Save the changes. The Campaign Page > Team BPMonline CRM

77 76 PLANNING ACTIVITIES FOR CAMPAIGNS The results of the campaign depend on the efforts of each team member. You can plan and organize the activities for each member of the campaign team. CREATING A TASK FOR A CAMPAIGN 1. Open the CAMPAIGNS section. 2. Select the needed campaign and click the [Edit] button. 3. Expand the ACTIVITIES block and select the [Add Task] command in the [Add] button menu. 4. Fill out the required fields in the opened task page: a. Enter the subject of the task. b. Indicate the date and time for start and completion of the task. c. Specify the responsible employee. d. Assign a priority to the task, for example, Normal or High. e. Indicate the current status of the task, for example, Completed or In Progress. 5. Fill in other fields if needed. 6. Save the changes. The Activity Page > General Information about Tasks and Calls IDENTIFYING CAMPAIGN RESULTS To determine campaign results, use the data about the amount of clients who responded to the campaign. In the TARGET AUDIENCE block you can specify customers who have expressed interest in the products. Information entered in the FINANCES block of the CAMPAIGN PAGE is used to analyze the financial results of the campaign. Indicating Campaign Response Identifying Financial Results of Campaigns INDICATING CAMPAIGN RESPONSE 1. Open the CAMPAIGNS section. 2. Select the needed campaign and click the [Edit] button. 3. Expand the TARGET AUDIENCE block and mark off the participant whose response you intend to specify. 4. Select the [Edit] command in the button menu (Рис. 50).

78 Managing Campaigns 77 Рис. 50Editing the Campaign Response 5. In the opened page, specify the participant's response to the marketing campaign, for example, Participated or Participation Confirmed. 6. Click the [Save] button. To specify the actual number of participants, fill in the [Actual Response] field on the campaign page. The Campaign Page > Target Audience IDENTIFYING FINANCIAL RESULTS OF CAMPAIGNS 1. Open the CAMPAIGNS section. 2. Find and select the needed campaign. 3. Select the [Calculate Actual Revenue] command in the [Actions] button (Рис. 51). Рис. 51Calculating Actual Revenue As a result, the value of the [Actual Revenue] column on the campaign page will be recalculated based on payments against invoices connected to this campaign. 4. Open the campaign page. 5. In the FINANCES block, indicate the actual cost of the campaign (Рис. 52). BPMonline CRM

79 78 Рис. 52Entering Financial Results for a Campaign (Campaign Page Fragment) 6. Save the changes. Thus, you can compare planned and actual expenses for the campaign, as well as analyze if the campaign results have met the sales plan. ANALYTICS FOR CAMPAIGNS Evaluating Campaign Efficiency Viewing Statistics for Campaigns EVALUATING CAMPAIGN EFFICIENCY To obtain and analyze the detailed statistics about ongoing campaigns, you can use the CAMPAIGN EFFICIENCY report. The report shows detailed information about campaigns, as well as quantity of new clients and sales volume resulting from campaigns. In addition, you can see the information about campaign efficacy in the EFFICIENCY BY INDUSTRY and EFFICIENCY BY TERRITORY charts available in this report. To view the report: 1. Open the CAMPAIGNS section. 2. Display only those records in the list that are needed for the statistics, for instance, completed campaigns (Рис. 53). Рис. 53Filtering Campaigns by Status 3. Switch to the ANALYTICS view (Рис. 53).

80 Managing Campaigns 79 Рис. 54 Switching to the Analytics View 4. Select the CAMPAIGN EFFICIENCY report. 5. In the additional area specify the report condition, for example, by the records filtered in the list. 6. Click the [Create Report] button (Рис. 55). Рис. 55Creating a Report As a result, the report will be downloaded in the PDF format. The Campaign Page > Reports VIEWING STATISTICS FOR CAMPAIGNS In order to analyze how often marketing campaigns are conducted, use the ENTERED CAMPAIGNS BY MONTH chart (Рис. 56). This chart shows the quantity of created campaigns in BPMonline CRM for a specified period of time. BPMonline CRM

81 80 Рис. 56The [Entered Campaigns by Month] Chart To view the chart: 1. Open the CAMPAIGNS section. 2. Display only those records in the list that are needed for the statistics, for example, campaigns conducted in urban areas. You can do this, for example, by applying the filter for campaigns (Рис. 57). Рис. 57Filtering Campaigns by Location 3. Switch to the ANALYTICS view. 4. Select the ENTERED CAMPAIGNS BY MONTH chart. As a result, the chart for the filtered records will be displayed on the right. The Campaign Page > Charts

82 Mass Mailing Automation 81 MASS MAILING AUTOMATION This chapter describes the specifics of working with the MASS MAIL section. CONTENTS Organizing Mass Mail Setup of Mass Mail Templates BPMonline Mass ing MailChimp Mass ing The [Mass Mail] Section ORGANIZING MASS MAIL In order to organize mass mail of printed materials, you can quickly prepare envelopes and envelope labels, using the respective printables in the ACCOUNTS and CONTACTS sections. NOTE Along with the existing printables of internal format, you can set up custom MS Word printables and use them. More information about customizing printables can be found in the Customization Guide. PRINTING ENVELOPES AND ENVELOPE LABELS 1. Open the ACCOUNTS or CONTACTS section. 2. Display only those records in the list that are needed for the printable, for instance, partner companies in the UK (Рис. 58). Рис. 58Filtering Accounts by Type and Country 3. Select the ENVELOPES FOR ACCOUNTS/ENVELOPES FOR CONTACTS command in the [Actions] button menu. The system will ask whether to create a report for the filtered records. If you confirm the action, your browser will download a PDF file of the printable on your computer. NOTE To create labels for accounts and contacts, use the [Labels] command from the [Actions] button menu of the list toolbar. The Account Page > Printables The Contact Page > Printables SETUP OF MASS MAIL TEMPLATES In order to promptly create mass mail in BPMonline CRM, you need to set up message templates at first. These templates will be further used to create the text of the mass mail. You can set up templates in the LOOKUPS service section of the system which can be accessed via the SETTINGS link in the navigation menu. BPMonline CRM

83 82 To create a template: 1. In the BPMonline CRM system navigation menu, click SETTINGS (Рис. 59). An additional tab will open. Рис. 59Opening the Settings 2. In this tab open the LOOKUPS service section. 3. Select the [ Templates] lookup from the list and click [Open] (Рис. 60). Рис. 60Selecting the [ Templates] Lookup 4. In the opened lookup, click the [Add] button. 5. Fill out the template page in the following manner: a. Enter the name and subject of the mass mail. b. Create the message template using macros (Рис. 61). To add a macro, select it from the list of macros and click the button.

84 Mass Mailing Automation 83 Рис. 61Adding a Variable to an Message Template 6. Click the [OK] button to save the template. BPMonline Mass ing MailChimp Mass ing BPMONLINE MASS ING To create the BPMonline mass mail: 1. Open the MASS MAIL section. 2. Select the [Add BPMonline Mass Mail] command in the [Add] button menu (Рис. 62). Рис. 62Adding a BPMonline Mass Mail 3. On the mass mail page, fill in the needed fields: a. Enter the name of the mass mail. b. Specify the owner and optionally indicate a campaign. c. Select the message template on which the text should be based. d. Select the sender from the list. 4. In the RECIPIENTS block add addressees of the message. BPMonline CRM

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