TRAINING MANUAL FOR DAIRYCO CRM SYSTEM

Transcription

1 TRAINING MANUAL FOR DAIRYCO CRM SYSTEM Developed by seedata November 2012

2 Page 2 CONTENTS 1. CRM INTRODUCTION CRM OVERVIEW LOGGING IN AND OUT CRM MODULES RECORD LISTS & VIEWS RECORD SUMMARIES HISTORY THE DOCK THE SEARCH THE ADVANCED SEARCH EXPORTING RECORDS EDITING RECORDS NEW RECORDS CRM MODULES ORGANISATIONS PEOPLE TELEPHONE CALLS MEETINGS ORDERS PUBLICATIONS ADDITIONAL FUNCTIONALITY CHANGING YOUR PASSWORD CREATING NEW DAIRY BUSINESS GROUPS CREATING NEW IMPACT GROUPS NOTES FROM TRAINING SESSION... 23

3 Page 3 1. CRM INTRODUCTION The DairyCo CRM system is part of a wider initiative to aid DairyCo in achieving their mission. By using the DairyCo CRM then you are helping towards an improved service from DairyCo to levy payers. By updating and keeping levy payer information up to date, then DairyCo are able to be more strategic and targeted in their approach to communication and interaction with levy payers. In addition to this then there are many benefits to users who use the CRM including. - Improved efficiency for DairyCo Team Due to recent work within the DairyCo CRM then the quality of data held in the CRM has significantly improved offering: - Increased insight into dairy farmers, allowing users to: - Target dairy farmers more specifically - Understand dairy farmers communication preferences - Understand how dairy farmers use DairyCo products and services - Reduced admin required to update CRM The updated interface for the CRM is easier, faster and offers greater insight than the previous version This training manual is intended as a starting point for your use of the DairyCo CRM system created by See Data. It gives an introduction to some of the key features present throughout the system, then moves on to further detail on each of the core areas and the functionality contained within them. If you have areas that you wish to be added to this training manual, please let your line manager know

4 Page 4 2. CRM OVERVIEW Before examining some of the functions that you will be performing in the CRM we will first review some of the functionality that is common throughout the system. 2.1 LOGGING IN AND OUT When you load the system in your web browser ( you will be presented with a very simple login screen, on a grey background (Fig. 1). Your username is always your DairyCo address. Once you have entered your address enter your password and click login. Once your password is confirmed the log-in screen will disappear and the system will load the list of all organisations stored in the CRM. Fig. 1 The Login Screen When you want to log out of the system, there is a Logout button in the top-right corner of the screen (Fig. 2). Simply single click this and the system will log you out. You can now safely close the browser window until your next visit. Fig. 2 The Logout Button 2.2 CRM MODULES The system is laid out in modules. These modules group together similar types of information to keep the system uncluttered and easier to understand. The modules are clearly labelled so it is easy to recognise particular types of information throughout the system (Fig. 3). Module links are found on the left-hand side of the screen and require a single click of the mouse to load.

5 Page RECORD LISTS & VIEWS Fig. 3 The Modules Every module contains a page or pages with a list of the records within it. The specifics of record lists are discussed in more detail in the sections on each module. An example of this is shown below (Fig. 4) and shows the list of organisations (Please note this only shows a list containing a single See Data record for data protection purposes). Fig. 4 The List (Organisations) Fig.

6 Page 6 From the list of records you can select a record and view this particular record. Click on a record with a single click to view the record. 2.4 RECORD SUMMARIES Every record in the system gets a summary created to explain the information it contains. This allows the lists and views described above to display information in a far more human-friendly way (Fig. 5). It also means that searches can be typed to a greater degree of accuracy without needing to enter into complicated advanced searches. Fig. 5 Record Summary 2.5 HISTORY In a similar layout to the modules, your journey through the system is tracked and displayed alongside the modules. In effect this history bar helps you keep a record of what you have worked on and makes it easy to get back there quickly. These footsteps go a little further than just taking you back to the page though; they also remember what you were last doing on the page. This helps if you have just set up a complicated search and need to go and check something somewhere else in the system as you can simply go and later return to the page as you left it. Fig. 6 Your History 2.6 THE DOCK The dock further extends the module and history system by allowing users to store custom views of the system.

7 Page 7 Fig. 7 Your Dock As soon as you have a particular record, search or selection of records that you wish to save and return to later then you can save this by clicking the plus button in the top right hand corner (Fig.8). Fig. 8 Your Dock Once you have docked an item you will see the modules menu on the left switches to the Dock mode and your newly docked item will be at the top of the list. You can now return to this page anytime you wish by clicking on your dock and then on your saved dock item. 2.7 THE SEARCH Each module contains a search process which works in much the same way as website search engines such as Google. It takes what you type and splits it into words, then searches for instances of each of the words. The results are then displayed in order of relevance. This enables you to quickly find records based on any snippets of information you have such as the area code for a contact, surname or town. The search looks for this information in the records summary. 2.8 THE ADVANCED SEARCH The Advanced Search allows us to be more specific in our searches and to create more strategic result sets. To begin using the Advanced Search click on the text labelled Click here for a more detailed search (Fig. 9). This changes the form to the advanced search field (Fig.10) where you can start adding additional search criteria. Fig. 8 Selecting the Advanced Search

8 Page 8 Fig 9 The Advanced Search Fields The Advanced Search is broken in to four fields. The field on the left allows you to select whether to return results where ALL criteria match or ANY criteria match the type of data that you want to specify. This toggle can significantly affect the results the CRM returns. If you are looking for all organisations where the extension officer is John Smith and their yield is more than 8000L then you want to use Match All. Note that if you use Match Any you will get all organisations for that extension officer AND all organisations with a yield greater than 8000L. If you are looking for organisations with a postcode starting with EX14 and EX15 then you would use Match Any as using Match All would not return any results. The second field lets you select the type of data to search. When you click in this field then this field will expand and show you the options that are available to you. For example, if we are within the Organisation module, we may wish to search by extension officer and select this from the list. By hovering the mouse pointer over the second field you can read a brief explanation of the field to help ensure you are searching the correct data. The third field allows us to select a search operator for the search (Fig. 10). These are explained below in Table 1. Fig 10 The Advanced Search Operator options Operator Is Function This function is used when you are looking for an exact match. An example of this would be when searching for an organisation with an Inward Postcode value of EX1. For this search you only want postcodes starting EX1. You explicitly do not want the results to display postcodes EX10, EX11, EX12 etc. as these are in a different geographic area. This advanced search would be set up as follows: Data Type: Inward Postcode (this is the first section of the organisations postcode)

9 Page 9 Operator: Is Is not Search Text: EX1 This function is the opposite of Is and is used when you want everything except the value specified in the search text field. Using the same example as above, we could create a list of organisations with any postcode except EX1. You explicitly do not want the results to display postcodes EX1, but want to see all other organisations with any other postcode. This advanced search would be set up as follows: Data Type: Inward Postcode (this is the first section of the organisations postcode) Operator: Is not Contains Search Text: EX1 Contains is similar to Is but it allows a margin of error in your search. We suggest using Contains for most searches. An example search using Contains would be when searching for all organisations covered by a specific EO. By using Contains then you do not need to search for the entire name, but could just enter the surname. If we were looking for all organisations with an extension officer of John Smith then we would set up the following search: Data Type: Extension Officer Operator: Contains Does not contain Search: Text Smith Note: that this will return all extension officers containing smith. E.g. Jock Smithson Does not contain is the opposite of contains. When using this operator results are returned that explicitly do not contain the search phrase. This is particularly useful when creating mailing lists as you can remove all organisations from a search that have opted out of contact with DairyCo. An example of this search would be: Data Type: Preferred Communications Operator: Does not contain Less than Search: Do Not Contact Note: This search will return all results apart from this listed as containing DO NOT CONTACT. The Less Than operator is useful for creating lists where you are looking to create a list of organisation with values less than a specific target value. An example of this would be to look at farms with a low average yield. To set up a search where you only wanted to view organisations with an Average Yield of Less Than 4500 litres you would enter the following:

10 Page 10 Data Type: Average Yield Operator: Less Than Greater than Search Text: 4500 Greater Than works exactly the same way as Less Than apart from searching for values higher than the stated value. To find all high yielding organisations (Yielding more than 8000L for example) you would search: Data Type: Average Yield Operator: Greater Than Less than or equal to Greater than or equal to Is in list Search Text: 8000 This operator is exactly the same as Less Than but it includes the value specified. The same search we used for less Than would result in farms with an average yield of 4500L or less being returned. This operator is exactly the same as Greater Than but it includes the value specified. The same search we used for Greater Than would result in farms with an average yield of 8000L or more being returned. This operator allows you to search for a string of values in a single field rather than adding multiple rows to your advanced search. An example would be creating a mailing list for several post code inward areas. We can search organisations using the is in list function and comma separate our search values. Search Text: EX1,EX2,EX3,EX4,EX10 Is not in list Is not in list relies on the opposite functionality of is in list and allows lists to be created which do not contain the searched term. Table 1 Search Operators used within the Advanced Search These Operators can be combined by any number of searches to allow specific targeting of organisations. For Example, you can now search for all organisations by a specific Extension Officer and who has an average yield above a certain threshold. The third field allows you to enter the text that you want to search for; in this case this would be the extension officer s name. To add another search level to the advanced search click on the button labelled Add another row (Fig. 10) Fig 10 Adding another search criteria to an advanced search Once you have created your search click the arrow button to launch your search. 2.9 EXPORTING RECORDS There will be occasions when you need to export organisations to Microsoft Excel or similar

11 Page 11 applications. These occasions include creating mailing lists, attendee lists etc. The CRM allows you to do this and it is done in the following way. From the list of the module you are looking to export then use the advanced search to create a list of the records that you are looking to export, as per the steps in 2.8. From this list you can use the select tool to select the records you want to export. Click the tick next to the record (Fig. 11) to select the records you wish to export. You can also use the tools on the right hand side to select all records from the search for you (Fig. 12). Depending on how many records you are selecting then this may take a while. Fig 11 Showing the selected record Fig 12 Showing the select all/deselect all function Once you have your records selected you are ready to export them. Click on the export button to turn these into a Microsoft Excel compatible file (Fig. 13). Your records will be processed and then sent to your browser for secure download. Please note that you will need to allow downloads in some browsers to use this function. Fig 13 The Export button during export Please note that exported records are only permitted to aid users in working with lists. Files should only be downloaded in this way on encrypted laptops. Files should not be updated locally in place of using the CRM. The outcome user s data protection training should be considered at all times and users should note that there is an audit trail of all data exports maintained in the CRM EDITING RECORDS All records are edited in the same way. When you view a record you will see the options at the top. The edit button is located on the right hand side of the view (Fig. 13). By clicking this then the record will become editable.

12 Page 12 Fig 13 The Edit button, located on the right Once the record has become editable you will notice that some of the fields have changed in to a more user friendly view. You can now make changes to the record. Once you have finished editing the record then you can save your changes. The button for this is in place of where the Edit button was and now gives you the option to Save or Cancel your changes. Click Save to save your changes to the CRM of click Cancel to discard them. Fig 14 The Save and Cancel buttons, located on the right 2.11 NEW RECORDS Creating a new record is done from the list view within the module that you wish to create the new item. At the top of the list on the left hand side there is a button marked New (Fig. 15). Clicking this button will create a new record which you can then populate. Fig 15 The New button at the top of the list view When you have finished adding your data to the new record then you can save the record by clicking the save button on the top right hand side of the screen. It is important to check that the record you are adding does not already exist within the database. Data improvements are continually being implemented into the CRM behind the scenes. Please check thoroughly that organisations in particular do not already exist in the CRM before one is added.

13 Page CRM MODULES We will now examine the modules contained within the CRM in more detail to understand more about the information held and how we can use this. 3.1 ORGANISATIONS The organisations module contains all Dairy Farmers and Milk Buyers. We store the following Data in the CRM on Organisations. As with all records we can view, edit and create a new organisation. Once adding data to an organisation the following fields are available. Name Surname Type Segment Activity People Breed/s This is the trading title of the organisation. It is important when adding an organisation their name is entered exactly as their trading title. Capital letters should be used for initials only. The names should be entered in proper case. Initials should be separated by a space. For example a trading title should be entered as A B Smith & Son This field is the surname of the main contact on the farm. This has been added to allow you to sort results by surname. This should be entered using proper case format for example Smith This is the type of organisation. Select from the drop down list what sort of organisation this is. It is important to note that setting an organisation type to Milk Buyer will enable the organisation to be selected as a Milk Buyer in other organisations. This is a new field which has been populated by surveys completed by Oxford Partnership and EPR. There is a good amount of this data populated and further fields will be added to the CRM shortly that allow you to complete this field based on the answers in the drop down menu. This is a summary of the number of s, Calls, Meetings or Faxes with this organisation in the past year. Note: This a rolling 12 month period from when you are viewing the organisation. From the People section you are able to add key people for the organisation. You can link more than one person per organisation and similarly a person can be linked on more than one organisation. Type the job title of the person, and then type the person s name. This will search the People module for the person. Select them from the list of results and click the add button. Please note that the person needs to be added to the people module before they can be linked to a record This field allows you to store which breeds are held by an organisation. You can have more than one breed on an organisation. Begin by typing the name of the breed; you will then see it appear in the drop down menu where you can click on it to select it. Click the add button to add it to a record.

14 Page 14 Herd Size Systems Average Yield Milk Buyer Extension Officer Impact Groups Business Groups Communication Pref Info Channels This is now a numeric field where you can store the total number of cows held by an organisation. We have moved away from banded data as the bands did not give sufficient insight into the actual numbers held. This field is a drop down menu where we can add information about the farming systems used by the farm. The drop select is activated when you are editing a record. You can click on the system used and click add. As before you can delete a system by clicking the delete cross on the system you wish to remove from the organisation. As with Herd Size we have updated this to be a numeric field. This field is the average yield per cow per year for an organisation. This is the organisation that purchases the organisation s milk. Remember that they are also organisations within the CRM and have a type set to Milk Buyer. Begin typing the name of the Milk Buyer and the drop down menu will search for this. Select the milk buyer you need from the list. This is the name of the Extension Officer for the organisation. This searches the people module for anyone set with a person type of Extension Officer. These have currently been populated based on post code and due to some overlap these should be reviewed to ensure that the field is set correctly for organisations. Impact Groups can be set up to appear in this drop down list in the Impact Groups Module. Select the impact group that this farm is a member of from the drop down list and click the add button. An organisation can be a member of more than one impact group. These are Dairy Business Groups/Discussion Groups. As with impact groups a farmer can be a member of more than one Discussion Group. The names of these can be managed in the Dairy Business Module, where discussion groups can be added or removed. We can store the preferred communication method of this particular farm here. A farmer can have more than one preferred method. You can also update here that a farmer no longer wishes to be contacted by DairyCo. In this instance, they are continuing Dairy Farming, but would not like to be contacted by DairyCo. When editing the record you can delete contact methods by clicking the delete cross. To prevent future contact then select DO NOT CONTACT from the drop down list and add this to the record. Please include notes as to why they no longer want contact This field stores the information channels that the organisation prefers to receive information by. This field has been largely populated by the surveys undertaken with Oxford Partnerships and EPR. To complete this field then click on the field whilst editing the record, select the preferred information channel from the list and click add. Similarly you can click on the delete cross to remove the information channel from the record.

15 Page 15 Telephone Numbers Fax Numbers address/es Web Address/es Relationship/s: Address/es You can store more than one telephone number for an organisation. You can also use this field to set a number as the default number to use for SMS marketing. When adding a telephone number you will first be asked for the number itself. Then you can add a description to the number to help identify it in the future, this could be Main or Office or similar. You are then asked for the source of the number, this could be Feedback Form etc. You then have a flag on the field for whether the number has been granted permission for marketing purposes. This field is an important part of data protection and allows Dairy Farmers to opt out of certain types of communications with DairyCo. Feedback forms, attendance lists have been modified or will be modified to cater for this being captured and the website has been updated to show whether we can use this data. Finally we can set the number as a default mobile number for SMS marketing. Once completing these fields click the add button to add the number to the record We can store multiple fax numbers on an organisation. Enter the number and then enter a description for the number to help identify it in the future, this could be Main or Office or similar. Click the add button. Similarly to Telephone numbers we are able to store addresses on an organisation. Again we can store more than one address. To add an address start by typing the address. Then add a description to help you identify it at a later date. You can enter the source of the address such as Discussion Group Meeting. Importantly we can confirm whether the organisation is happy to receive marketing communications using this number. This field is an important part of data protection and allows Dairy Farmers to opt out of certain types of communications with DairyCo. Feedback forms, attendance lists have been modified or will be modified to cater for this being captured and the website has been updated to show whether we can use this data. Once completing these fields click the add button to add the number to the record. We can add the website of an organisation to the CRM. Similarly if an organisation has more than one website then they can be added also. Whilst editing the record type in the website and then add a description. Click the add button to add this to a record. This is where we can link organisations when a particular organisation is directly linked with another. If a partnership has more than one organisation then they can be linked here. An example of this is Andrew Fletcher/SAC. We can add an organisation address by completing the simple fields, Building Street, Line 2, Town, County, Postcode, and Description of the address. Please note that addresses should be completed in proper case and not in block capitals. Click on the Add button to add this address to a record.

16 Page 16 Enterprise/e Services Description IB Reference Milk Production If an organisation has other commercial enterprises then these can be recorded in this field. Click in the drop select menu and then click on the enterprise that the organisation is engaged with. Click on the add button to add this to the record. If the organisation engages with any DairyCo services then we can record these here. Click on the drop select menu and click on the service used. Click on the Add button to add this to the organisation. This is a free text field that allows you to make notes on an organisation that will assist you in dealing with them in the future. This is a legacy field but is also a useful field when it comes to matching data from other data sources. For example the data DairyCo leases from Precision Prospecting is matched to the CRM using this unique reference. It should be collected if at all possible. This is a toggle field which shows whether the organisation is planning on increasing or decreasing their production of milk. This gives a quick picture of their impression of dairy farming as a viable career. Milk Production Notes This field allows additional information to be added such as the reason Milk Production is decreasing or increasing Ownership Status Subscriptions Updated Summary We can record the ownership status of the farm if this is known. Click the drop select list whilst editing the record to view the possible options for this field. This field allows us to add organisations to subscriptions/newsletters by DairyCo. If a farmer no longer wishes to receive All Things Dairy but does not want to opt out of all communication we can remove their subscription here. To remove the description edit the record and click on the delete cross for All Things Dairy Post. It is worth noting that when adding a new organisation then All Things Dairy Post should be added. This shows the last person who edited the record and is updated automatically. Now you have made your changes to the organisation it is important that you save your changes. Click the save button at the top of the page. You can save your changes or you can cancel your changes. Please note that if you do not click save then your changes will not be saved. 3.2 PEOPLE The People Module allows us to set up key people to link to organisations as we showed earlier in organisations. We can also set up new Extension Officers to appear in the Extension Officer field on an organisation. When adding or editing a person then the following options are available to you.

17 Page 17 Name Notes Person Type Job/s Tel number/s Fax Numbers Address/es Web Address/es Address/es Communication Pref. Updated Summary You can enter the name in the following format: Title, First, Last. When entering a name please use proper case and capitalise the first letter of each name. For example you should enter Mr John Smith You can store any notes on a person in this field as a free type. This can be useful interaction that helps you or your colleagues in any future interaction. Person Type is where we can specify an Extension Officer. Setting this field as an extension officer will enable this person to appear in the Extension Officers field in the organisation. We can now add a job to the person. The Job Title for the person is free type and should be entered using Proper Case. You can then search for the organisation in the next field. Remember a person can have more than one job. This field enables you to add a telephone number against a person. Enter the number and add a description to help you identify this (e.g. Mobile ). Click the add button to add this number to the person. Remember you can add more than one number. Fax Numbers work in the same way as telephone numbers and allow you to store multiple fax numbers against a person. Enter the number and add a description to help you identify this (e.g. Office Fax ). Click the add button to add this number to the person. You can store multiple addresses against a person. Enter the address and add a description to help you identify this (e.g. Work ). Click the add button to add this address to the person. If the person has a website then this can also be stored on the person record. This can include Social Network pages for the person if you wish. Enter the website address and add a description to help you identify this (e.g. Twitter ). Click the add button to add this address to the person. We can add a person s address by completing the simple fields, Building Street, Line 2, Town, County, Postcode, and Description of the address. Please note that addresses should be completed in proper case and not in block capitals. Click on the Add button to add this address to a record. We can store an individual person s preferences for communication as per the communication preferences outlined in the organisations. When in edit mode you can select from the drop down list the different communications methods. This shows the last person who edited the record and is updated automatically. Now you have made your changes to the person it is important that you save your changes. Click the save button at the top of the page. You can save your changes or you can cancel your

18 Page 18 changes. Please note that if you do not click save then your changes will not be saved. 3.3 TELEPHONE CALLS The Telephone Calls Module allows us to keep track of conversations held with People. You can view a list of historic telephone calls, edit a telephone call or add a new one. When editing or adding a telephone call then the following fields are available to you. Caller/s Attendee/s Subject When Notes Files Updated Summary This is the person who took/made the telephone call within DairyCo. You can search from this field and results from the People module are returned. Select the Person from the drop select menu. The organisation works in the same way and searches the organisations module. Type the name of the organisation and select it from the returned list of results. Click the save button to add this person to the telephone call. This is the external person involved in the call. You can search from this field and results from the People module are returned. Select the Person from the drop select menu. The organisation works in the same way and searches the organisations module. Type the name of the organisation and select it from the returned list of results. Click the save button to add this person to the telephone call. You can enter the subject of the telephone call to help you refer to this later or find the telephone call when searching at a later date. You can enter the start and end time for a telephone call This is a rich text field allowing you to create lists of action points with lists, bullet points and bold and italic fonts enabled. You can now add hyperlinks to this field. It should be used for recording the details of the telephone call. Including any action points etc. that you wish to refer to. You can now upload files to be stored against a telephone number. This is particularly useful if you referred to a document in the telephone call This shows the last person who edited the record and is updated automatically. Now you have made your changes to the telephone call it is important that you save your changes. Click the save button at the top of the page. You can save your changes or you can cancel your changes. Please note that if you do not click save then your changes will not be saved The Module allows us to keep track of important s with people and organisations. It does not send s but gives you the ability to share important data with your colleagues and track interactions with organisations and people.. You can view a list of historic s, edit an or add a new one. When editing or adding an then the following fields are available to you.

19 Page 19 Sender/s Recipient/s Subject When Message Files Updated Summary This is the person who sent the . You can search from this field and results from the People module are returned. Select the Person from the drop select menu. The organisation works in the same way and searches the organisations module. Type the name of the organisation and select it from the returned list of results. Click the save button to add this person to the . This is the people who received the . You can search from this field and results from the People module are returned. Select the Person from the drop select menu. The organisation works in the same way and searches the organisations module. Type the name of the organisation and select it from the returned list of results. Click the save button to add this person to the . This is the subject. You can enter the subject of the to help you refer to this later or find the when searching at a later date. You can enter the time and was sent and received. This is a rich text field allowing you to create lists of action points with lists, bullet points and bold and italic fonts enabled. You can now add hyperlinks to this field. You can paste an from your program and all formatting will be retained. You can now upload files to be stored against an such as attachments. This shows the last person who edited the record and is updated automatically. Now you have made your changes to the it is important that you save your changes. Click the save button at the top of the page. You can save your changes or you can cancel your changes. Please note that if you do not click save then your changes will not be saved. 3.5 MEETINGS The meetings module allows you to keep track of meetings held. And allows you to keep track of who attended and when they took place. When editing or adding a meeting then the following fields are available to you. Organiser/s Attendee/s This is the person who organised the meeting. You can search from this field and results from the People module are returned. Select the Person from the drop select menu. The organisation works in the same way and searches the organisations module. Type the name of the organisation and select it from the returned list of results. Click the save button to add this person to the meeting. These are the people who attended the meeting. You can search from this field and results from the People module are returned. Select the Person from the drop select menu. The organisation works in the same

20 Page 20 way and searches the organisations module. Type the name of the organisation and select it from the returned list of results. Click the save button to add this person to the meeting. Subject When Notes Files Updated Summary You can enter the subject of the meeting to help you refer to this later or find the meeting when searching at a later date. You can enter the start and end time for a meeting. This is a rich text field allowing you to create lists of action points with lists, bullet points and bold and italic fonts enabled. You can now add hyperlinks to this field. It should be used for recording the details of the meeting. Including any action points etc. that you wish to refer to. You can now upload files to be stored against a meeting. This is particularly useful if you referred to a document in the meeting. This shows the last person who edited the record and is updated automatically. Now you have made your changes to the meeting it is important that you save your changes. Click the save button at the top of the page. You can save your changes or you can cancel your changes. Please note that if you do not click save then your changes will not be saved. 3.6 ORDERS In the orders module we can record publication orders/requests made by organisations and people. When adding a publication order then you are required to fill in the following fields: Customer Reference Publications Status Address This includes the organisation that requested the publication and the person. You can search from this field and results from the People module are returned. Select the Person from the drop select menu. The organisation works in the same way and searches the organisations module. Type the name of the organisation and select it from the returned list of results. You can store a reference for the customer and for DairyCo in the reference fields. These are free type fields this is the field where we specify which publication is ordered. We can select from a list of publications (which are stored in the publications module). You can search by typing the name or part of the name of the publication in the product field. Select the publication you require and the quantity requested. You can now add this to the order by pressing the add button. This is the status of the order and defines whether the order has been entered only (Not Processed) or sent to fulfilment (Completed) We can enter the delivery address of the order allowing organisations to specify the delivery address for the order.

21 Page 21 Updated Summary This shows the last person who edited the record and is updated automatically. Now you have added the details to the order it is important that you save your changes. Click the save button at the top of the page. You can save your changes or you can cancel your changes. Please note that if you do not click save then your changes will not be saved. 3.7 PUBLICATIONS In the publications module we can add or remove publications to the CRM. These publications appear in the list of publications available to order within the orders module. When adding a publication then you are required to fill in the following fields: Title Our Code Description Updated Summary This is the title of the publication and should be entered using a proper case format. This is the unique item code used by DairyCo for this publication This is a description of the publication This shows the last person who edited the record and is updated automatically. Now you have added the details to the publication it is important that you save your changes. Click the save button at the top of the page. You can save your changes or you can cancel your changes. Please note that if you do not click save then your changes will not be saved.

22 Page ADDITIONAL FUNCTIONALITY 4.1 CHANGING YOUR PASSWORD You can change your password in the system to something more memorable by clicking on your username in the top right of the screen. This will launch a new window to enter your old password followed by your new password. Fig 16 The change password dialogue 4.2 CREATING NEW DAIRY BUSINESS GROUPS There may be occasions when you cannot find the Dairy Business Group/Discussion Group that you are looking for. If this is the case you can visit the Business Groups Module and simply add one. You will be required to add a Title of the group, a Description of the group, the Extension Officer who is running the group. After you save a new dairy business group/discussion group it will be available for you to select when editing an organisation. 4.3 CREATING NEW IMPACT GROUPS Should the impact group that you are looking for not be available then you can add this through the impact groups module. When creating a new record you will be required to add a title and a description for the impact group. After you save a new impact group it will be available for you to select when editing an organisation.

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