USER GUIDE DrivenCRM, Inc. All Rights Reserved

Transcription

1 USER GUIDE 2010 DrivenCRM, Inc. All Rights Reserved

2 SECTION1: AN INTRODUCTION TO THE DRIVEN-CRM SOFTWARE SYSTEM... III SECTION2: LOGGING INTO THE CRM SYSTEM... 1 SECTION3: AN INTRODUCTION TO YOUR PERSONAL WORKSPACE... 3 SECTION 4: MARKETING PROMOTIONS... 7 SECTION 5: SALES LEAD MANAGEMENT SECTION 6: PROPOSAL/SALES-ORDER CREATION SECTION 7: PROPOSAL/SALES-ORDER ENTRY SECTION 8: PURCHASE ORDER CREATION SECTION 9: PURCHASE-ORDER ENTRY SECTION 10: WORK-ORDER PROCESSING SECTION 11: RECURRING AND SERVICE BILLING CONTRACTS ii

3 Section1: An introduction to the DRIVEN-CRM software system Driven-CRM is an entire business process system which incorporates the entire business process life cycle. Beginning with marketing promotions, Driven-CRM captures and organizes incoming sales leads by their source. A distinguishing feature of Driven-CRM is the process of quarantining sales leads until they are properly qualified. Once leads are dispatched, sales personnel work, organize and communicate with these leads in order to establish proper qualifications. Once qualified, leads are converted to prospects with the push of a button. Once promoted to a prospect, the standard quotation generator module gives you robust quoting, profit analysis and commission tools to establish the desired profitability of the deal. Sales managers approve the quotations, which are then electronically transmitted to the prospect for review. Once confirmed, quotations then move through the sales order and fulfillment processes. SALES PROCESS EXAMPLE WORKFLOW Marketing campaigns organize incoming leads Leads are dispatched to sales personnel Sales personnel are notified of new incoming leads via Sales personnel qualify and communicate with lead When interest is established, lead is promoted to prospect Quotation is generated Quotation is approved by management Quotation is released to prospect Follow-ups and scheduled tasks are managed Pipeline is managed by sales person Quotation converts to Pending Credit Approval Credit is reviewed by accounting Sales Order is assigned Purchase Orders are generated/received SERVICE PROCESS EXAMPLE WORKFLOW Customer service contracts are created Automated monthly billing starts Initial Work-Orders are created Work-Orders are assigned to technicians Tasks are created within work-orders Service time and parts and supplies are recorded for work-orders Work-orders are reviewed for accuracy Work-orders are closed. Knowledge-base articles are generated. Ongoing communication with customers ( broadcasts, newsletters, etc). After-market services are promoted Occasional customer issues generate new workorders for assignment and resolution. Contracts are monitored for usage and renewal pricing. This workflow ensures that prospective quotations are managed automatically throughout the entire sales process to ensure the highest closing ratio possible. Helpful tools are provided throughout the system to assist sales personnel in managing the sales pipeline, which provides you with automated features designed to assist in the closing process. iii

4 Oasis CRM Your True Total Business Solution Section2: Logging into the CRM system The entry point for using Driven CRM will be through your Microsoft Internet Explorer or Mozilla Firefox Web Browser. Launch your system browser, and type the URL provided to you by your system administrator: Enter your login name and password. Have your password ed to you for first time users. Your first step in accessing Driven CRM is to log into the system using your user name and password. Your system administrator has configured user names and passwords based on your address. If you re not sure what your user name and password is, click the Lost Password? button and the system can your login information within a few minutes. Once you have successfully logged into the system, the Driven CRM main menu will appear. Proceed to the next step to learn how to configure your personal workspaces to customize the software to how you work. 1

5 DrivenCRM Terms : Dashboard: The DrivenCRM Login screen turns into your personal dashboard once you have logged into the software. The Dashboard screen is the only DrivenCRM screen that contains the File, Lookup, and Help menus, which are always available to add new records (using File..New), or searching for records using the Lookup menu. Closing the dashboard window will automatically log you out of DrivenCRM, although it is recommended that you always use the File Exit menu. Workspace: Right below the File menu on your dashboard, DrivenCRM will display a large area that displays information. This area (below the File Menu), is referred to as the WorkSpace area. You will configure your Dashboard by creating virtual tabs (called Workspaces) in this area. Pane: Each Workspace (or tab ) can contain one to four (1-4) panels (called Panes) of information at a time, which will be configured with any information you would like to organize and view inside the workspace. Window: When you double-click an item in a view pane, DrivenCRM will open the selected item for you in a new window. You can have many windows open at the same time in DrivenCRM. Sales Lead: An unqualified contact that is not yet ready to buy or have a proposal Prospect: A qualified contact with an outstanding proposal, but has not yet purchased. Proposal/Quotation/Sales-Order: In DrivenCRM, a proposal/quotation, sales-order, and invoice are all the same thing, with simply a phase indicator to indicate at which point in the process workflow the order is processing. Contract : An entry that defines either a recurring transaction for a customer (monthly credit card charges), and/or defines a period of time and amount of services promised to a customer (such as a warranty period or pre-paid monthly services). A contract can perform one or both of these functions. Work-Order: An internal entry that defines work that must be performed for a customer, such as customer service or customer problem resolution. 2

6 Section3: An introduction to your Personal Workspace Configuring DrivenCRM for how you work The system dashboard is the starting point for working with the system. The Dashboard provides quick visibility to the desired data of Driven CRM. You ll begin by defining a few tabs (called Workspaces ) that will display the information related to your job function. Secondly, you ll configure your new workspace to display the information you are interesting in viewing. LOOK FOR THE NEW ICON NOW! Below the File menu on your dashboard, locate a small icon in that looks like this: CLICK IT! YOU LL SEE THIS WINDOW DISPLAY: TYPE A NAME FOR YOUR WORKSPACE. This is only the first of many workspaces you will create, so you should organize your Workspaces by related information. For Example, name this workspace Customers. SELECT A PANEL LAYOUT. Workspaces can contain up to 4 panels. One panel is great to display a lot of information at once, but four panels give you more data display in a single workspace, so find a balance that works best for you. 3

7 CONFIGURING YOUR NEW WORKSPACE After you click Save, you ll see your new Workspace appear. Next, you ll need to configure the workspace. DrivenCRM offers many built-in components that can be displayed inside of your new workspace. LOCATE THE CLICK HERE TO CONFIGURE THIS PANEL LINK & CLICK IT! You ll see a window that appears that contains the options you can choose to place inside of your workspace: The first step in configuring your panel is to choose a Category of component you are interested in. For example, since we named our new Workspace Customers, we ll choose the CRM Contacts and Leads category. After clicking the Next button, you ll see the component options that are available for that category. Choose CRM Contacts (Qualified) and select [Finish]. THAT S ALL THERE IS TO IT. When the DrivenCRM screen refreshes, you ll see your new Workspace populated with the component that you selected to display. BUT WAIT, THERE S MORE! CLICK THE [NEW] ICON AGAIN AND CREATE ANOTHER WORKSPACE. Configure it any way you like. MORE WORKSPACE TIPS RIGHT-CLICK ON ANY WORKSPACE TO RECEIVE A SPECIAL MENU THAT ALLOWS YOU TO HIDE WORKSPACES FROM YOUR VIEW, OR TO SHOW WORKSPACES THAT WERE PREVIOUSLY HIDDEN. (This becomes useful as you create lots of workspaces.) RIGHT-CLICK THE AREA BELOW THE WORKSPACE TAB (IN THE DARK BLUE AREA), TO ACTIVATE A SPECIAL MENU THAT LET S YOU RECONFIGURE A WORKSPACE, CHANGE THE PANEL LAYOUT, AND MORE OPTIONS. LOOK FOR THE VISIBLE COLUMNS OPTION. Many components have options to show/hide various data within the panel. Once you ve customized a component to your liking, click the Save Grid Layout option to lock it in. 4

8 FILTER YOUR DATA. Grid based components have filtering capabilities (as long as there are more than 10 records displayed). Use these options to filter the data inside the component to your liking. Clicking the Save Grid Layout with a filter active will lock it in so every time you visit the workspace the data will still be filtered. Simply delete the filter text inside the grid to restore the view to all data. DOUBLE-CLICK A GRID ITEM TO SELECT IT. If your workspace contains a grid of data, simply double-click any desired item to display a new window related to the information. DRAG & DROP/RESIZE. Each grid column in your workspace view can be resized by leftclicking on the right hand side of the column (between the columns), holding the left mouse down and dragging the column to resize it. Left-click and hold the center of the column and drag the column left or right to change its position. Don t forget to Save Grid Layout to lock in your changes! BE SURE TO CHECK OUT THE FILE MENU, LOCATED AT THE TOP OF YOUR DRIVENCRM DASHBOARD SCREEN. Using the file menu, you can perform the following tasks: THE FILE MENU NEW.: This menu option allows you to quickly create New records in DrivenCRM, such as new Customers, new Sales Orders, etc. COMPANY PREFERENCES: This menu option is where your system administrator configures the software. System administrators should refer to the special System Admin guide for configuration options related to DrivenCRM. USER PREFERENCES: This area allows you to change your user ID, password, time zone and set your signature line that will be used at the bottom of your messages. DATA IMPORT WIZARD: The Data Import wizard allows a system administrator to bulk import Customers, Vendors, Inventory Items or Sales Leads into the software. REPORTING CENTER: This area contains all of the reporting options in DrivenCRM. THE LOOKUP MENU ITEM RESEARCH: This is how you access your master item list, including Inventory, Non- Inventory and Service items, including pricing, stock quantities are more. System Administrators also have the ability to Edit any of these items by double-clicking a selected item within Item Research. POWER SEARCH: Power Search allows you to search for customers, leads and other CRM items in a single location, including the ability to do a sounds-like search. KNOWLEDGE BASE: DrivenCRM allows you to capture, search and forward knowledge base articles for internal and external use. Use this menu option to create, browse and edit the Knowledge Base article list. ACTIVE USER LICENSES: See who in your company is currently logged into DrivenCRM. 5

9 FINALLY, CHECK OUT THE SEARCH BAR Located at the top right-hand side of the DrivenCRM dashboard screen, a quick search text area allows you to quickly search for any CRM Contact or lead by simply typing a few letters of their company name, contact name or lead name. Only contact information is searched from the menu bar. To locate other information such as a Quote #, etc, use the Power Search menu option under the Lookup menu. 6

10 Section 4: Marketing Promotions Marketing Promotions are defined Leads are collected/ Imported Leads are dispatched to sales Broadcast s Sent To Leads Sales person reviews lead for qualification Sales person establishes communication with lead Follow-Up Cycle Quotation Requested Creating Marketing Campaigns Driven CRM starts by organizing leads by marketing campaign. When leads are imported or entered into the system, they are usually linked to an existing marketing campaign. This allows you to organize and work sales leads by several categories, including selected marketing campaigns. MARKETING CAMPAIGNS SERVE TWO FUNCTIONS: Campaigns organize leads, and can optionally bulk transmit to your target audience. Campaigns can provide special pricing, such as discounts for products and services during the valid from/to dates of a campaign. Q: HOW DO I VIEW THE MARKETING CAMPAIGNS DEFINED IN DRIVENCRM? A: ADD THE LIST OF ACTIVE MARKETING CAMPAIGNS TO YOUR DASHBOARD WORKSPACE AREA. Follow the instructions in the previous section for information on configuring your workspace area to show the current active marketing campaigns. WHAT IS MAIL CHIMP? DrivenCRM is integrated with a 3 rd party broadcasting service called Mail Chimp. Visit for information on signing up for a free account. The Mail Chimp service handles all of the dirty details related to mail broadcasting campaigns, including compliance requirements. If you are interesting in configuring DrivenCRM to send broadcasts using Mail Chimp, follow this step by step guide to configuring the Mail Chimp integration. Q: HOW DO I CREATE A NEW CAMPAIGN? A: FROM YOUR DASHBOARD, SELECT FILE NEW New Marketing Campaign. 7

11 Configuring and Using Broadcasting SETTING UP YOUR MAIL-CHIMP ACCOUNT: DrivenCRM is integrated with a 3 rd party broadcasting service called Mail Chimp. Start by visiting If you have an existing account, login using your credentials. Otherwise, select the Sign-Up Free icon to open your new account. Mail-Chimp provides a free account for up to 500 leads and s per month at no charge, which is the main reason DrivenCRM chose MailChimp at its primary provider. Once you have created your new MailChimp account, you ll need to define your Templates. Select the My Templates button from your MailChimp dashboard screen. A Template is used to hold the content of your promotion; you need at least one template defined in MailChimp to integrate with DrivenCRM. DrivenCRM will display your template list when you create new campaigns in DrivenCRM that are linked to MailChimp. Click New Template in MailChimp and define your template. Don t worry about Mail Merge fields at this step, DrivenCRM will allow you to enter them at a later time. Once your Templates are setup, you ll also need to define at least one List in Mailchimp. A List is an organizer that contains the recipients of your mail campaign. Click on the Lists tab in MailChimp and press the Create New List button. You can define as many lists as you like. Don t worry about the recipients of the list at this time, you ll only be concerned with creating the names of the list at this stage. Finally, you ll need to create your API key. The API key will be entered into DrivenCRM and will link your DrivenCRM account with your MailChimp account. To generate your key, select the [ACCOUNT] dropdown from the TOP LEFT of your MailChimp screen. From the Account dropdown, select API Keys and Info Select the Add a Key link and record the Key number that is generated, you ll be required to enter this key into the DrivenCRM marketing screen. 8

12 LINKING DRIVENCRM TO YOUR MAIL-CHIMP ACCOUNT First, create a new marketing campaign in DrivenCRM using the File New New Marketing Campaign menu option. Complete the data entry fields required to save your new campaign. After the campaign has been created, the marketing campaign window will appear: This section is where you will enter the MailChimp credentials to link MailChimp to your DrivenCRM account. Once your account has been linked, the area to the left changes and no longer asks for your credentials. Once you have validated your MailChimp API credentials, the Marketing Campaign screen immediately refreshes and displays the standard option to link this campaign with MailChimp: LOOK FOR THIS BUTTON Whenever you create a new campaign, this button will link it to MailChimp. 9

13 Once you click the [Enable Mail Broadcasting] button, the following screen will appear: These two items come directly from your MailChimp account. You can only define these items inside of MailChimp. If either of these is blank, cancel out of here and look above for instructions on setting up MailChimp. Fill in the appropriate selections and select the [Create Campaign] button. Once your campaign has been created, your DrivenCRM screen will refresh and will load the campaign settings: You ll use this button Choose Subscribers, to add recipients to your campaign. Recipients can be any CRM contact or lead in the database. DrivenCRM will display the template you selected from Mail Chimp. The Merge Fields dropdown will now let you add the mailmerge fields into your campaign. When you are ready to send your campaign, you ll need to send a Test . The last step is to schedule Mail Chimp to send the campaign for you. 10

14 ADDING RECEIPIENTS TO YOUR CAMPAIGN: Locate the Choose Subscribers button on the campaign screen and select it: After pressing [Choose Subscribers], a window will appear with all the available CRM Contacts & Leads in the top window, the bottom section of the window will display contacts that have been selected already as subscribers. DOUBLE-CLICK any selected contact from the Potential Subscribers list to move them into the Selected Subscribers list. When more than 10 contacts appear in the list, a filter bar will appear which allows you to filter the list based on any of the fields. Once the list is filtered, you can Select All to move only the filtered selections into or out of the selected subscribers list. If a contact has opted-out, they will automatically be excluded from the selected subscribers list. Once your selections are completed, select the [Selections Complete] option to return to the marketing campaign. PREPARING YOUR CAMPAIGN (REVIEW): Create a new DrivenCRM Marketing Campaign from the File..New Menu Link your campaign with Mail Chimp Choose the recipients of the campaign (subscribers) Edit and perfect the campaign content message. Schedule the campaign to be sent. 11

15 SENDING YOUR CAMPAIGN: Locate the Mail Chimp Settings area of the campaign: Enter your address and press the [Send Test] button. A copy of the campaign content will be sent to your address. Once reviewed and approved, press the [Send Schedule] calendar icons to schedule your campaign to be transmitted. NOTE: You must schedule your campaign to be sent on a future date/time. It is not possible to start transmitting immediately. You can however schedule it to be sent within a few minutes of the current date/time. MailChimp will begin transmitting your campaign at the designated date/time. You can review the status of the campaign from within MailChimp, or using the summary indicators ( s sent, Clicks, etc) from within the DrivenCRM marketing campaign. REVIEW: Marketing promotions are the primary grouping of incoming sales leads Leads are manually input, file imported, or entered from the web portal Marketing promotions have the ability to link with Mail Chimp for broadcasting. 12

16 Configuring Promotional Pricing: APPLYING PROMOTIONAL PRICING: Marketing Campaigns in DrivenCRM can also be used to apply discounted pricing to a category (or individual) products. To configure promotional pricing for products, locate the Promotional Pricing Options section while inside of a DrivenCRM marketing campaign: SPECIAL PRICING/DISCOUNT DOES NOT APPLY TO THIS PROMOTION: Selecting this option disables special pricing for the campaign. APPLY A DISCOUNT PERCENTAGE OF xx WHEN PURCHASING PRODUCTS: Selecting this option allows you to specify a discount percentage that will be applied to Product Categories. Rather than specifying individual products, you may specify an entire category of products to receive a special discount on. APPLY SPECIFIC PRICING TO THE FOLLOWING ITEMS: Selecting this option allows you to specify individual products to apply a specific price. HOW PROMOTIONAL PRICING IS APPLIED TO AN ORDER: When promotional pricing is configured, any sales-order in DrivenCRM must have the marketing campaign that contains the desired pricing selected. Additionally, the marketing campaign must be between the Valid From and Valid To dates (if specified) of a marketing campaign. If these criteria are met on a sales-order, the promotional pricing will automatically be applied to any items that qualify as they are added to a sales-order. 13

17 Section 5: Sales Lead Management Marketing Promotions are defined Leads are collected/ Imported Leads are dispatched to sales Broadcast s Sent To Leads Sales person reviews lead for qualification Sales person establishes communication with lead Follow-Up Cycle Quotation Requested SALES LEAD vs. PROSPECT In DrivenCRM, the Sales Lead database is isolated from your main CRM database of Customers, Prospects, Vendors, etc. Sales Leads in DrivenCRM are Unqualified contacts. For example, importing a list of sales leads from a mailing list may contain competitors, obsolete information, etc. While answering a sales call, the user has the opportunity to qualify during the initial stages of the phone call. If the caller wants a proposal immediately, they are a Prospect, and should bypass the sales lead stage and immediately become a prospect. If they are not ready for a proposal/sales-order, but are just interested in information, then they are entered as a sales lead. New Sales-Lead Entry From the DrivenCRM File Menu, select New [New Prospect/Customer/Vendor/Lead Entry], the following screen appears: > Change the selector option to New Lead and select a lead category from the dropdown. Use this simple guideline to determine if an entry is a Prospect vs. Lead : ENTER AS PROSPECT : The contact is interested in a proposal immediately. ENTER AS SALES-LEAD : The contact is only interested in information, not a proposal. 14

18 Working with Sales-Leads Remember, you can place of list of the current sales leads on your dashboard using the instructions at the beginning of this document. Once you have entered a new lead, or doubleclicked to select a lead from your dashboard, the following lead management screen appears: Use the item selectors on the left to browse linked information related to this sales lead. Use the Action Menu to launch phone-calls, s, follow-ups, and more for this sales lead. Use the Action Menu to launch new activities related to this lead. Sales-Leads are stored in DrivenCRM as individual contact records. A sales-lead has all the tools necessary to communicate with and qualify the lead. However, leads cannot have proposals, pipe-line entries, contracts, etc. A sales-lead must be promoted to a prospect or customer record before the full CRM functionality is available. Additionally, CRM records are stored in a Company and Contacts structure, which allows for a CRM record to have multiple contacts per company. Since sales-leads are stored as individual records, DrivenCRM gives you the option of promoting a group of sales-leads into a single CRM company record when the sales-lead is promoted. The conversion screen groups all sales-leads with the same company information and address and allows you to link them together into a single CRM account record. 15

19 Action Menu Click this icon to launch the send screen. Your system administrator may have configured time saving templates (see System Admin Guide), which allows you to drop down a list of prefilled lead templates. Otherwise, type your message, select your options and hit Send. Phone-Call: Includes a call-time to monitor the call completion time. Internal Task/To-Do: A non-contact activity that can be assigned to any user, but is also related to this sales-lead. Dispatch To Sales Rep: Launches a screen which allows the user to dispatch this sales-lead to another sales-rep, and optionally include a personalized message with the dispatch. The sales-lead is then assigned to the destination sales-rep and will appear on their dashboard. Promote to Prospect/Customer: Launches a screen which allows the user to promote the sales-lead to a fully qualified prospect, in preparation for a proposal or sales-order entry. All previous history (phone calls, s, etc) are moved into the primary CRM database with the sales lead. Additionally, related contacts can also be merged together to form a single company record in the CRM database, such as several lead records from the same company. Document Attachment: Allows the upload of any file document on your local system to the contact record. The file is uploaded and stored in the lead record, deleting your original has no effect on the version uploaded to the database. For changes to the local document, you must re-upload the document to the lead record for the database to receive the changes. Product Registration: Use this option to specify products the sales-lead currently owns that you also sell or service, which are also listed in your product list. This becomes part of the 16

20 contact record and is useful if you sell extended warranty or services on products the customer currently owns. Social Networking DrivenCRM provides a real-time link with Twitter, a popular social networking site, as well as Tungle, a popular utility which allows contacts to publish an availability calendar. To activate the Twitter interface, simply enter the Twitter ID into the appropriate field in the lead management screen. Once entered and saved, clicking the Social Networking link on the left side of the lead management screen will automatically retrieve the twitter entries for the lead and insert them automatically into the communication log for viewing. When the Tungle ID is specified, a special option appears under the social networking link to display the contacts availability calendar provided by Tungle. Please visit and for information on these social networking services. Promoting a Sales-Lead to a Prospect Click Action Menu, then Promote to Prospect/Customer. The following screen appears: Select the desired account type for the converted lead, as well as the proper sales tax code settings. Additionally, you can merge other related leads into the same account during the merge process. DrivenCRM will automatically list any similar leads (same company name and address). Move the desired similar leads from the left box to the right box before finalizing the conversion. 17

21 As indicated above, when a lead is ready for the quotation process, they must be converted to a prospect to activate the system quotation functions. Use the Promote to Prospect/Customer action menu option when viewing the lead details to activate the conversion process. STEPS TO BEGIN QUOTATION PROCESS: Locate the lead through the system search (from the dashboard Search box) or double-click the lead on your dashboard to activate the lead screen. Press the Promote to Prospect/Customer option to convert the lead to a prospect. Once converted the following CRM screen will appear: Use the Action Menu dropdown to immediately begin the proposal process for the newly converted prospect. Other functions such as phone-call, are also available. 18

22 Section 6: Proposal/Sales-Order Creation There are two ways to start a new proposal/sales-order in DrivenCRM: When you are viewing a CRM contact, the Action Menu contains an option Quotation/Order which launches the new proposal/order module. From the Dashboard, select File New New Proposal/Sales-Order, you ll need to search and locate the desired contact using this option. Once the new proposal/sales-order screen has been activated, the following screen will appear: Many of the options of the proposal/sales-order will be prefilled with information from the account, such as the Tax Code, Preferred Ship Method and Sales Rep. Please review each of the settings briefly and click the Save and Create button to enter the proposal/sales-order module. 19

23 PROPOSAL MORE OPTIONS Notice the link for More Options, which open additional options for the new proposal/salesorder: REPEAT A PREVIOUS ORDER: This option presents a list of previous sales-orders for the selected customer and allows you to repeat this order. Current cost and pricing information is always applied to the new order. COPY FROM ANOTHER ORDER #: This option allows you to copy an order number from another customer to this customer, provided that you already know the order number you wish to copy. As with repeat, current cost and pricing information is always applied to the copied order. 20

24 Section 7: PROPOSAL/SALES-ORDER ENTRY WHEN A NEW PROPOSAL/SALES-ORDER IS CREATED, THE FOLLOWING SCREEN APPEARS: Ordering Phase is a special system dropdown. Set it to Confirmed Sales Order if you are entering an order and bypassing the proposal phase. Confirmed orders allocate inventory. The Phases of an Order DrivenCRM contains special functions related to the workflow of a proposal. Notice the Ordering Phase dropdown, which contains a list of special options related to the proposal/order: QUOTATION/PROPOSAL: The default option, which allows you to enter a proposal into DrivenCRM without allocating inventory or showing on sales-reports. PENDING APPROVAL: Once the initial commitment is received from the prospect, your manager may have you move the phase of the proposal into Pending Approval, which is popular for credit check, documentation and any management approval needed before the order can be confirmed. CONFIRMED SALES ORDER: This option immediately allocates any inventory items (in other words, inventory research will start showing this item on sales order once an order has hit this phase). Additionally, the Payment and Shipping options will appear once this order phase (or higher) has been selected. IN PROCESSING/SHIPPING: These phases are considered higher than Sales-Order, so any order in these phases also allocate inventory and allow for payment processing and shipping. Otherwise, these phases are merely indicators to internal staff as to the phase of an order. COMPLETED/IN-HISTORY: A special phase which indicates this order is fully shipped, completed and ready to go to history. History sales-orders no longer show up on dashboards as open orders and are filed into the customer CRM record as a history sale. 21

25 ADD LINE ITEMS TO AN ORDER: Once the Add Line Items link is selected, a list of the available items are provided for selection. Simply double-click any item in the list to add it to the proposal/order. Once selected, the following window appears: Check this box to manually override the price. Otherwise, pricing is automatically determined by the system. Automatic Pricing: Unless the Override Price checkbox is checked, DrivenCRM automatically determines the pricing for this item/customer combination. The pricing is determined by several factors, such as if this customer is configured for a price level in their CRM account profile, a discount percentage applies, or if a marketing campaign that contains special pricing is selected on the proposal/sales-order. Additionally, you can override price and/or provide special discount amounts or percentages to the item. Additionally, any item that is configured with quantity breaks will apply pricing based on the quantity entered. See the Item Maintenance section of the system administrator guide for information on setting up pricing options for your items. 22

26 PAYMENT PROCESSING: Provided that a proposal has entered the phase of Confirmed Sales Order or higher, the Payment link will appear. Pressing the payment link will display the payment processing window. DrivenCRM works with many credit card processors (see the Admin guide), and additionally supports manual payment processing such as check or cash. Entering a payment will automatically update the order balance at the top of the sales-order. SHIPPING/INVOICING: In DrivenCRM, an Invoice is not generated for the sales-order until the product or service has been marked as shipped. Products and services are shipped using the Pack and Ship Item(s) link within an order. Additionally, orders can AutoShip. This happens only when the Ordering Phase is moved to Completed/In-History and there are unshipped items remaining on the order. When items are shipped, either through the Pack and Ship Items(s) link, or by moving the order directly to history, an invoice for the shipped items is generated immediately for the shipped items. In the case of Partial Shipments, where some of the items are shipped and some are backordered, DrivenCRM will automatically create a partial invoice containing only the items that have shipped. When the remaining items ship at a later time, another partial invoice will be created for the balance. Depending on how the accounting link is configured, the customer may receive a single invoice, or will receive the partial invoices from account. These options can be configured in the System Setup (see Admin Guide) in relation to the accounting system. SERIAL NUMBER ENTRY: When product is shipped using the Pack and Ship Items(s) option, DrivenCRM will automatically prompt for serial/lot number entry for any items that have been configured as serialized. Once entered, DrivenCRM will automatically create a product tracking record in the customers CRM profile that records the product purchased, the serial/lot number, the shipment date and other vital information related to the trackable product. PRINTING & ING: From Proposal to Sales-Order to Packing Lists, all hardcopies of an order are generated using the Print and options located in the toolbar section of an order. You system administrator has activated any number of templates (see Admin Guide ) for the use of printing and ing. Many of the built-in templates in DrivenCRM automatically adjust to the Phase of an order. Meaning that the templates will print Proposal if the order is not confirmed, will print Sales-Order if the order hasn t shipped, or may print Invoice once items have shipped. However, the functionality of each template is different, and templates may behave in any number of ways as determined by the template style. When printing or ing templates to customers, the templates are always automatically converted into Adobe PDF format. The customer must have the free Adobe Acrobat Reader to view these hardcopies. 23

27 Section 8: Purchase Order Creation There are two ways to start a new purchase-order in DrivenCRM: When you are viewing a CRM vendor, the Action Menu contains an option Purchase Order which launches the new purchase-order module. From the Dashboard, select File New New Purchase-Order, you ll need to search and locate the desired vendor contact using this option. Once the new purchase-order screen has been activated, the following screen will appear: Many of the options of the purchase-order will be prefilled with information from the account, such as the Tax Code, Preferred Ship Method and Buyer. Please review each of the settings briefly and click the Save and Create button to enter the purchase-order module. PURCHASE-ORDER MORE OPTIONS Notice the link for More Options, which open additional options for the new proposal/salesorder: REPEAT A PREVIOUS PURCHASE ORDER: This option presents a list of previous purchase orders for the selected vendor and allows you to repeat an order. Current cost and information is always applied to the new purchase-order. COPY FROM ANOTHER ORDER #: This option allows you to copy an order number from another vendor to this purchase-order, provided that you already know the order number you wish to copy. As with repeat, current cost is always applied to the copied purchase-order. 24

28 Section 9: PURCHASE-ORDER ENTRY WHEN A NEW PROPOSAL/SALES-ORDER IS CREATED, THE FOLLOWING SCREEN APPEARS: Ordering Phase is a special system dropdown. Set it to Confirmed Sales Order if you are entering an order and bypassing the proposal phase. Confirmed orders allocate inventory. The Phase of a Purchase-Order DrivenCRM contains special functions related to the workflow of a PO. Notice the Ordering Phase dropdown, which contains a list of special options related to the purchase-order: DRAFT: The default option, which allows you to enter a PO into DrivenCRM without updating on order inventory quantities or showing on active purchase order dashboards.. PENDING APPROVAL: Your manager may have you move the phase of the purchase-order into Pending Approval, which is popular for management approval needed before the order can be placed with the vendor. CONFIRMED PURCHASE ORDER: This option immediately updates On PO columns in inventory research. Additionally, the Receiving options will appear once this order phase (or higher) has been selected. VENDOR ACK/IN-RECEIVING: These phases are considered higher than confirmed, so any order in these phases also update On-PO amounts and allow receiving. Otherwise, these phases are merely indicators to internal staff as to the phase of an order. COMPLETED/IN-HISTORY: A special phase which indicates this order is fully received, completed and ready to go to history. History purchase-orders no longer show up on dashboards as open orders and are filed into the vendor CRM record as a history PO. 25

29 ADD LINE ITEMS TO A PURCHASE-ORDER: When the Add Line Items link is selected, a list of the available items are provided for selection. Simply double-click any item in the list to add it to the purchase order. Once selected, the following window appears: Check this box to manually override the cost. Otherwise, cost is automatically determined by the system. Automatic Cost Unless the Override cost checkbox is checked, DrivenCRM automatically determines the cost for this item/vendor combination. The cost used is usually the Last Cost from inventory maintenance, but also may be set to a special purchase cost for this item/vendor combination in inventory maintenance. See the Item Maintenance section of the system administrator guide for information on setting up purchase cost options for a vendor. 26

30 RECEIVING: In DrivenCRM, an item receipt or bill is not generated for the purchase-order until the product or service has been marked as received. Products and services are received using the Receive Item(s) link within a purchase-order. Click the Receive Item(s) link to activate the receiving screen. You have the option of entering partial quantities of items if the vendor has only partially shipped the items. Later you can return to Receive Items and complete the receiving process. A purchase-order can only be marked into History once all items have been fully received. Once the receiving is complete, the purchase order Ordering Phase should be moved to History, which will complete the transfer to the accounting system. SERIAL NUMBER ENTRY: When product is received using the Receive Items(s) option, DrivenCRM will automatically prompt for serial/lot number entry for any items that have been configured as serialized. Once entered, DrivenCRM will automatically create a serial number tracking record in the inventory maintenance profile that records the product received, the serial/lot number, the receiving date and other vital information related to the serialized product. PRINTING & ING: From Purchase-Order to Receiving Lists, all hardcopies of an order are generated using the Print and E- mail options located in the toolbar section of an order. You system administrator has activated any number of templates (see Admin Guide ) for the use of printing and ing. Many of the built-in templates in DrivenCRM automatically adjust to the Phase of an order. When printing or ing templates to vendors, the templates are always automatically converted into Adobe PDF format. The vendor must have the free Adobe Acrobat Reader to view these hardcopies. 27

31 Section 10: WORK-ORDER PROCESSING CREATING A NEW WORK-ORDER: From the Dashboard, select File New. Work-Order From within a customer account, use the Action Menu, and select Work Order Work-Order Field Entry Service Contract: This dropdown contains a list of active service contracts that have defined for the selected account. Service contracts (reviewed in the next section), allow for special rates to be applied to a work-order when technician time and/or parts and supplies are linked to an order. Status: A user definable status box that can indicate any desired current status of a work-order. Priority: The urgency of a work-order Source: A user definable drop box containing the origination of a work-order Reason Code: A user definable drop box containing the reason a work-order was opened. Customer Reference #: A user text field to capture any reference number the customer is providing. The field prints on the hardcopy workorder for customer reference purposes. Received: The date/time the work-order was opened. Due By: The date/time that the work-order must be serviced. Assignment Details: This multi-tab area contains the initial technician assignment (or can be left Unassigned ). Additionally, the service-to address and related products (from the customers CRM profile) can be linked to the work-order. 28

32 File Attachments: Upload up to seven (7) file attachments specifically related to this work-order Once created, a unique work-order number is automatically assigned by the system. Open workorders are viewable within a CRM contact profile, or additionally can be configured to show in your dashboard work-space area. Reference the dashboard configuration section of the manual for information on displaying open work-orders on your dashboard. Work-Order View When a work-order is created, or by double-clicking a work-order selection from a customer profile or your dashboard, the system will display the work-order maintenance screen: Click the Edit Details link to modify the workorder information. Use the Action Menu to perform work related tasks on this work-order. All work-order related tasks can be performed from the action menu. Use the navigation links on the left hand side of the work-order to view related information specifically for the selection work-order. These items include communication history, tasks, products, and workorder details. Work-Order Action Menu Items This option gives you the ability to send the customer an specifically related to this work-order. The text is captured as part of the main CRM contact communication log and is linked to this particular work-order. Although s and phone calls are recorded and linked to the work-order, they do not generate billable entries on the work-order. Use the Record Technician Service Time option to record a billable event on the work-order. Phone-Call: Logs an inbound/outbound phone-call specifically related to this work-order Internal Task/To-Do: Sets an internal-only Tasks for any employee that is required to be performed on this work order. The recipient of the task will receive an automated indicating a new task has been assigned to them. Once the user completes the task, you will receive an automated that the task has been completed. Document Attachment: Allows the upload of an additional document attachment for this workorder. Existing document attachments can be viewed by using the left hand document attachments link located on the left-side of the work-order. Product Registration: Allows a new, previously unregistered product to be added to the customer s account on the fly. If the product registration already exists for an account, and you would just like to link it to the work-order, use the Edit Details link in the Work Order Details and use the Related Product(s) tab to link products to the work-order. 29

33 GENERATING WORK-ORDER BILLABLE/INVOICE ITEMS The following two (2) items in the Action Menu list are the only two options that can generate invoice entries for the work-order. Record Technician Service Time: A user definable drop box containing the origination of a workorder. Record Parts/Supply Usage: A user definable drop box containing the reason a work-order was opened. Recording Technician Service Time Recording technician service time allows the entry of a billable invoice event to the work-order. Select Record Technician Service Time from the Action Menu to begin recording a billable event: Below is a detailed description of the items available for the recording of billable service time: Start/End Date/Time: Specify the start and end of service work performed on the work-order. Technician: Select the employee that performed the work from the list of available entries. Billable Time: This field is calculated automatically from the start and end times, but can be overridden by the user based on the actual work perform. For example, the technician started at 8AM and ended at 5PM, but will not bill the client for lunch. The billable time will calculate 8 hours based on start/end time, but can be overridden to 7 hours of billable time. Place of Service: A user definable dropdown that contains a list of options related to the location the service took place (In-house, on-site, etc). Service Rate: A list of all service rates defined in the item list. ADVANCED OPTIONS Located on the right-side is an area that allows the override of settings that are preselected automatically by the system. Taxable: Determines if the service entry will charge sales tax on the service item. Rate Mode: Standard, Afterhours or Weekend. The Afterhours and Weekend modes are only available when a service contract is linked to the work-order. A service contract can define after hours and weekend multipliers to be applied to the rate, such a 1.5xrate for after-hours, or 2xrate for weekends. Reference the section on defining service contracts for more information on special rates. 30

34 First Increment Surcharge: Allows the user to configure a special first increment charge, such as $50.00 for the first hour. The time charged from the first increment is calculated, then remaining work time is charged at the specified service rate Rate List: By default, the system will show you every service type item in your item master in the service rate dropdown. However, you can configure the system to narrow the rate list for the customer based on a rate schedule. Rate schedules are defined in service contract management, and require that a service contract be linked to the work-order. The main purpose of rate schedules are to narrow the rate list for the technician so there are a limited number of choices the user can make during the entry of service time, specifically for the customer involved. At least one (1) service rate must be defined in the item list to use this feature. Apply Towards Contract: This option is available when a service contract has been linked to a work-order. Service Contracts specifically monitor the service and parts usage on a work-order and determine if the entry is billable (such as non-warranty), or is covered (warranty). When a service contract is tied to a work-order, this option defaults to Yes (as in Covered under warranty ). However, it can be overridden during the entry of a service item. For example, a refrigeration company sells extended warranties for labor and service on their product. After the sales-order, a service contract was created for the customer for a period of one (1) year that covers 100% of parts and labor during the warranty period. A work-order was opened to service the customer s appliance and was linked to the contract. During the technician service entry, the system will default Applied towards Contract to Yes, indicating the service is covered. However, the technician determines that the customer is at fault for the repair, and is not covered under warranty. By moving the Applied Towards Contract selector to No, an invoice event will be generated automatically for the service time. Work-Order Invoicing Invoice entries for a work-order are automatically created when technician service time is recorded and/or parts and supplies are applied to a work-order (both actions are initiated from the Action Menu inside of a work-order). By clicking on the Invoice link on the left-side of a work-order, you are presented with the current total invoice that has been generated so far. 31

35 PRINTING THE INVOICE Located at the top of the invoice section, a print icon provides the ability to print a customer hardcopy. TAKING A PAYMENT Click the Take A Payment icon to process a credit card (if configured) or record cash/check receipts related to the work-order. IMPORTANT: Closing the work-order (initiated from the Action Menu ), will automatically finalize the invoice and payment and send the final invoice to the accounting system. All aspects of an invoice entry are editable by double-clicking on the invoice line item before the invoice is closed. Once closed, the invoice is final, and a credit-memo must be issued for any incorrect billing. Closing a Work-Order Work-Orders are closed by selecting Close Work Order from the Action Menu. Once closed, the final invoice is sent to accounting. Additionally, you can enter last minutes notes and create a knowledge base article that describes to other useful information for future work-orders. Once a work-order is closed, the Action Menu will refresh with the option Reopen Work order, which allows an existing, closed work order to be re-opened. Existing invoices entries are still locked, however new invoice entries can be created. New invoice entries will appear in account as a new, separate invoice once the work-order is re-closed 32

36 Section 11: Recurring and Service Billing Contracts Functions of a Contract The term Contract is used in DrivenCRM to define parameters related to the invoice tracking and billing of a customer. Contracts can be configured for either of the two functions below: Recurring Billing: The system can automatically invoice a customer for products or services, including invoice generation and automated credit card authorization. This feature is similar to the Intuit QuickBooks Memorized Transaction feature, although much more feature-rich. Service Usage Monitoring: A contract can also be used to monitor and track service time and parts and supply usage, such as extended warranties, service plans, etc. Important! Contracts can perform either one or both of the functions listed above. Creating a Contract From the dashboard, select File New. New Customer Contract (Recurring Billing/Services), or additionally from within a CRM customer record, select the Action Menu, Contract (Recurring Billing/Services). Once selected, the new Contract screen appears: Select the type of contract from one or both of the contract options. For automatic invoicing (weekly, monthly, etc), check the first check box. To configure the contract to track service time (warranties, etc), check the 2 nd checkbox. Once the parameters are specified, click the Save and Create button to begin configuration of the contract parameters. 33

37 CONTRACT STATUS: The contract status dropdown contains the current active status of the contract. DRAFT Contracts that have been created but are not yet approved or ready for activation. PENDING APPROVAL Contracts waiting for management approval ACTIVE Contracts that are actively being monitored. Once a contract has been moved to the active state, it begins appearing throughout the software whenever a contract is linked to a customer-care issue. (Note: Coverage settings cannot be changed once set as Active.) IMPORTANT: Only ACTIVE Contracts are monitored by the system. IN-RENEWAL Expired contracts that are scheduled for renewal or pending payment. EXPIRED Contracts that are no longer active and are waiting to be renewed, or placed into history. Recurring Invoices This section discusses the options available for the Automatic Renewal Options section. AUTOMATICALLY RENEW Options for Never, Weekly, Monthly, etc determine how often a contract automatically generates its invoice. RENEWAL MONTHS Only appears when Monthly is selected, allows the selection of individual months to generate the renewal NEXT RENEWAL DATE - The specific date that the contract will generate it s renewal invoice. The contract will automatically advance the [Next Renewal Date] each time it renews to the next due date. AUTOMATICALLY GENERATE INVOICE - Since service contracts and renewing contracts can be combined, this option is often set to No if a customer receives xx hours of services per month, but does not receive and invoice for them. As long as the contract is set to automatically renew, it will renew and reset on the next renewal date regardless of this setting. However, if you need the contract to automatically generate an invoice, and optionally charge their credit card, this should be set to Yes. LINE ITEMS Click the [Add Line Items] link to build the invoice the customer will receive when this contract renews. The line items on this invoice will appear exactly as indicated on the recurring invoice, including the total amounts of the items specified. 34

38 Changing pricing in the master item list has no effect on contracts. Once a contract line item price is set in a contract, it must be manually updated. AUTO AUTHORIZE PAYMENT If the customer s credit card is to be automatically charged when the contract renews, select Yes and enter the customer credit card information. The credit card information will be stored encrypted and will not be visible on the screen once saved. To update the credit card, you will need to reset the credit card fields and re-enter the credit card information. There is no way to view the full credit card information (for security reasons) once the contract is saved. MARK AS TO BE xx : When a generated invoice transfer to Quickbooks, these flags can be preset on the invoice to facilitate the batch transmittal of receipts to clients. WARNING: Quickbooks requires that all clients have an address listed if Mark as to be ed is selected. A missing address will cause Quickbooks to refuse the invoice transfer. Service Contract Configuration Optionally, a service contract can be configured that will be linked with Work-Orders to automatically monitor service and parts and supply usage. For example, a company sells a maintenance contract to a customer that covers 10 hours of labor a month, and includes 25% off of materials during the contract period. Using this example, a contract can be configured that is specified for 10 hours of services per (Contract Renewal Period, weekly, monthly, etc). When a work-order is opened, it is linked to the contract. As technicians record their service time, the contract actively monitors their usage. Once the technician records more than 10 hours of service time, the contract automatically switches the work-order to invoicing mode to charge for overage for the given month. In our example, the contract is configured to renew monthly. Once the contract renews, the 10 hours is reset on the contract and the contract starts the next month with 10 more hours of available services. 35

39 It is important to note that these actions happen automatically and require no user intervention once configured. Once a contract is linked with a work-order, the usage remaining on a contract is visible from a link within the work-order. This allows the technician to view the remaining service time available on a contract before it renews. Rate Schedules Rate schedules allow you to narrow your service item list for a particular customer. For example, you have customers that purchase an extended service plan that offers the customer a special rate of $25/hour while under contract. Assuming you have already created a master item list service item titled Contract Rate $25.00, which also includes a related master item Out-of-Contract Rate $50.00, you can use a rate schedule to group these two rates into a schedule. Next, by linking the rate schedule to a contract, any work-orders created by technicians using this contract will only have the two selected rates to choose from, regardless of however many service items exist in your item list. Press the [Define Rate Schedules] button to launch the rate schedule configuration window: Use the Rate Schedule: dropdown to select an existing rate schedule, or to create a new rate schedule. Next, the boxes below will list all of the current service items from your master item list. Move the selected rates to include in this rate schedule from the left to the right box. Press [Save Changes] once your rate schedule configuration is complete. After refreshing the contract screen, you can select your rate schedules that are appropriate for the contract. PARTS/SERVICE/TRAVEL COVERAGE: These items are linked to the inventory part types corresponding to each of these categories. Each inventory type can be configured for a limited amount of provided service. 36

40 Percentage Discount - When selected, the customer receives a discount amount applied when in-contract based on the percentage specified. There is no limit to percentage discounts as long as the customer remains in-contract. Dollar Based When selected, the customer receives a limited amount of dollar based discounts which are applied to the contract. When the customer exceeds this amount, future service entries are not discounted and are invoiced at full dollar amount value. Time (Hours) When selected, the customer receives a limited amount of time for the service entry based on hours. When the customer exceeds the hours provided in the contract, future hours are invoiced based on the rate configured in the rate schedule. Time (Minutes) Similar to the Time (hours) setting but debits contract time in minutes. CREDIT CHARGES TOWARDS CONTRACT When selected, charges that are incurred during the contract amount are credited towards the contract, resulting in a zero invoice during contract. This feature is selected when your customer does not receive an invoice for items applied towards contract. For overages however, a normal invoice is created. When not selected, a customer receives invoices based on the rate schedule in-contract, and then rate changes for out of contract are applied and invoiced accordingly. SERVICE DISCOUNT (%): This would be used to define a percentage discount that would be applied to service pricing before being applied towards the contract. AFTER HOURS MULTIPLIER: Service rates can be invoiced as after-hours or weekend as determined by the user entering a service entry. When after-hours or weekend is selected in service entry, the rate selected is multiplied by this setting. ROUND TIME INCREMENTS: Service time is rounded to the nearest minute specified when this item is selected. This selection determines how Driven CRM determines the per-increment charge. For example, your service rate based on the rate schedule configured is $100/hr and you specify a rounding increment of 15 minutes. If in this example a user enters a time billable charge of 25 minutes applied towards this contract, Driven CRM will round the time increments to 30 minutes (25 minutes used / 15 minute increments) = 2 rounded increments = 30 billable minutes. Driven CRM will divide your hourly rate by your increment specification; $100/hr / 15 minute increments = $25 per increment. The resulting charge will be 2 increments * $25 = $50 charge. In other words, partial minute charges are rounded to the next increment, then invoiced based on the rounded amount. The Per-unit charge transmitted to accounting automatically adjusted the per-increment rate to obtain the appropriate resulting charge amount, in this case $50 for 30 minutes of time, which is two (2) 15 minute increments of $25 each. 37

41 NOTICE: When not selected, Driven CRM will use the rounding specification for the account setting (located in the account profile). FIRST INCREMENT SURCHARGE: For customers which are billed a higher rate for a specified period, then receive the standard rate afterwards, a first increment surcharge can be added to the contract. For example, a customer is charged $100 for the first hour, then defaults to the standard rate of $75 per hour thereafter. Your standard rate schedule will include the $75/hr rate, and a first increment surcharge will be entered for the first hour at $100. Driven CRM will automatically adjust the rate applied for each charge entry and combined the surcharge with the base rate to obtain the actual charge rate. In this example, a 120 minute invoice to the customer will receive a $100 surcharge + $75 standard rate resulting in a $175 charge for two hours of service. The rate per increment will be adjusted to $87.50 x 2 hours for transmittal to accounting. NOTICE: The rate per increment is always adjusted automatically in order to ensure that accounting invoices reflect the correct increments and the correct rate per increment. Therefore, the rate per increment translates to PRICE (ea), and the increments applied translates to QTY in the accounting system; resulting in a proper charge transmitted to accounting. OVERTIME CHARGES ACCEPTED: This setting defines if the customer will authorize after hours or weekend service entries. When not selected, these items are disabled from the service entry screen, prohibiting employees from entering time after-hours or weekend. When enabled, employees can apply the after-hour/weekend multiplier to any service entry. Once the contract has been configured click the Save Changes button. The contract can be viewed in the Service Tab of the customer account or if performing a search using the left panel in the Service-Contract Management menu. Furthermore, the Service-Contract Management menu has tabs based on status for contract review. Remember, only contracts with a Contract Status of Active will be viewable and available for selection when users create work-orders. Additional Information: The Quickbooks Connector, a separate downloaded program that installs and links with Quickbooks, is the program that is responsible for monitoring the renewing contracts nightly and performs the invoice and credit card authorizations. The Quickbooks Connector must be running overnight for the automatic authorizations to proceed. 38

42 If specified, the credit card will be authorized as part of the invoice. If the credit card authorization fails, the generated invoice will automatically be placed in Credit Check, and the contract will be placed in the status of Renewal. It is recommended you place views of the open sales order in Credit Check status on your dashboard to catch contracts that require manual intervention due to failed credit card transactions. 39