SupportDesk and Customer Relationship Management

Transcription

1 SupportDesk and Customer Relationship Management 1 Introduction The CRM Module is a SupportDesk optional extra, available in the Windows and Web interfaces. It is intended for those supporting external companies as it is used to track sales opportunities and generate or letter-based marketing campaigns. The images below are for the Web interface. 2 Marketing Campaigns SupportDesk Marketing Campaigns essentially allow you to filter Customer and Contact information by a series of rules and then run a mass mail merge or campaign. Name your marketing campaign Plan your campaign using available fields Number of Contacts: the number of Contacts displayed on data extraction section Figure 1: Campaign Definition 1

2 Construct rules to filter your Contact database by selecting a Classification and a Channel, and clicking Add Rule. Added rules get listed in the main window and are applied in conjunction with each other Figure 2: Campaign Rules Select Send to run an marketing campaign, and select a Template. Or extract the Contacts to a text file for use with Word or other word processing tools Add Activities to remind you to follow up leads Figure 3: Run Campaign Select Run Campaign to run! Running a Word Campaign Note: This run through is based on Microsoft Word being your default word processing program. To create a letter using an existing template there are five steps: 1. Tick the Word extract box. 2. Browse for template Shipped templates can be found in the templates folder in the SupportDesk installation directory (typically C:\suppdesk\templates). Select a.doc file, such as letter ad hoc 3. Click Run Campaign At this point SupportDesk will generate a data source file (CRM Word.txt). Control will then be passed to MS Word. You will also see some pop-ups relating to the formatting of the incoming CRM source file. These pop-ups will differ depending on your version of Word. The screenshots shown are from Word

3 Click YES Figure 5: Document Formatting Select Windows (Default) 4. Edit Figure 6: File Conversion You can add extra merge fields and take some out, even change the body text at this stage using Word. 5. Finish and merge You should now be presented with your finished letters. Running an Campaign Tick the box and select an from the drop-down list or click the button to compose a new mail template. In the template, the variable fields are of the format <campaign:field name> where the field name is an extracted merge field. The available field names can be found in CRM Word.txt, referred to in the previous section on running a campaign through MS Word. An will be sent through your default client to each Contact found in the data extraction. 3

4 Adding Follow-up Activities If you select a follow-up Activity from the dropdown on the Marketing Campaign Details Select Follow-Up Activities from the dropdown an Activity will be added to each Contact (viewable via the Activity tab in the Contact record) via your data extraction when Run Campaign is pressed. This allows you to plan follow-up work using the Activity features of SupportDesk. Figure 7: Adding Follow-Up Activities Follow-up Activities on Contact record generated by Marketing Campaigns. 3 Contact Classifications Use Contact Classifications to label your Contacts with various tags that can then be used in Marketing Campaigns, in order to extract only the relevant contacts for the campaign. The creation and deletion of these Classification Tags is very simple and controlled via the Settings dropdown, and selecting Tags Click New Tag to create Classification Tags. Via Settings > Tags, create new Classification Tags for marketing campaigns. Figure 8: Contact Classification Tags 4

5 Once you have created your Classification Tags, you can apply them to Contacts. Select the classifications for this Contact Figure 9: Classifications Tags on Contact record And search for them later in a marketing campaign! Figure 10: Campaign Rules 5

6 4 Sales Opportunities Use sales opportunities to track your Customers interest in your Products, generate quotes and even transfer these purchases to your Customers inventories. Creating a Sales Opportunity: Insert Summary Details of sales opportunity Account & Primary Contact Add Notes, Products and follow-up activities Figure 11: Sales Opportunity Details Add Products and Purchases to Sales Opportunities: Select purchases from your list of Products Enter Unit Price & Quantity being purchased (gross is worked out from these) Enter Discount if applicable Figure 12: Addimg Products/Purchases to Sales Opps Potential Revenue is worked out automatically 6

7 Automatically calculate and print Quotations: Tax is calculated using the rate entered on SupportDesk s Company Configuration form Press Print Quotation to generate a quote Figure 13: Sales Opportunity Quotation Tab Sales Opportunity Conclusion record: Fill in a conclusion and result when the sales opportunity has reached a conclusion Tick to Transfer purchases to the helpdesk see page 8 Figure 14: Sales Opportunity Outcome 7

8 Transferring Purchases to Helpdesk When closing off a Sales Opportunity, you can choose to transfer the purchases to helpdesk. This creates corresponding inventory items on the Customer s inventory tab. Figure 15: Transfer Purchases to Customer/Account Inventory Use this functionality to record a sales opportunity becoming an actual asset for your support team s records. 8

9 5 CRM Dashboards Using SupportDesk s Drag n Drop Dashboard Designer, in conjunction with the QuickReport Designer, it is simple to create CRM Dashboards for instant performance overview. SupportDesk with CRM is shipped with CRM reporting templates, or these can be created from scratch using the QuickReport Designer: Figure 16: CRM Report template list Relevant reports can then be dragged and dropped in the Dashboard Builder Figure 17: Drag n Drop Dashboard Designer 9

10 ...to create a Customer Relationship Management Dashboard, which can be displayed on the login pages of specific user profiles Figure 18: CRM Dashboard 10