Quick Start Guide Contents Introduction... 2 Main Menu... 3 Creating Users... 4 Organisations and Persons... 5 Activities... 6 Emails... 7 Opportunities Sales Pipeline... 8 Simple Customisation... 8 Making your own reports... 10 Data Import... 11 1
Introduction Welcome to webcrm. This Quick Start Guide has been designed to help new users to webcrm get up and running quickly. If you require more detail there is a comprehensive on-line manual and various in depth guides to areas such as data import. The system is easy to set up and use. However if you want help from our consultants in order to get started faster and secure optimal usage of the system please do not hesitate to contact your local office who will be able to assist you with a range of professional services. webcrm consists of the following key modules: Module Features Organisations The very core of webcrm. Store all information, including all the modules for organisations. Persons Persons or contacts are related to an organisation. You can have one or more persons for each organisation. NB: If you are dealing with persons rather than organisations, contact us for information reg. the b2c version. Activities With WebCRM you can simply allocate activities and leads and ensure follow up activities. Easily see a full notes history, book appointments and send emails from the same screen. Activities differ from meetings as activities are something you have to do at a point of time and can be moved backwards or forwards. A meeting on the other hand is something that starts and ends at a specific time. Deliveries and Timesheets Manage post sales activities and orders. Record time by project or phase. Opportunities & Budgets By using Opportunity Management you can monitor pipeline by territory, team, individual and products. You may also set up Budgets to get a combined overview of opportunities, deliveries/orders compared to budget. Overviews (Reports) WebCRM allows users to easily retrieve information themselves without having to learn complex reporting tools. You can report on any area of the system be it activities, opportunities, contacts or calendars. Calendar Manage all user and external meetings in a common calendar. Add notes and documents. Products A highly versatile module for storing information on items such as installed product information, training courses attended, contract information or invoice information from your accounting system Documents and Emails Use multiple templates that allow you to merge and information appropriate to your message in a consistent and pleasing format. Store all outgoing and incoming emails by contact. Outlook Integration Synchronise all contacts, appointments, activities and emails with Outlook. 2
Some of the modules are optional and your local office can help you decide which are appropriate for your needs. Important advice: Take it step by step and don t overdo it in the first round. If you do not import existing data, the first steps are performed extremely quickly. We advice that you start by using only those features of the system that you really need - get familiar with the basic functionality and take it from there. When you first login for the first 3 times you will see the following screen: This screen allows you to configure what information and in what order it appears on the Main Menu. Most of the options are self explanatory but if you need more information please consult your on-line documentation. Main Menu The Main Menu is your access to the whole of webcrm. It can be customised in the following ways: Custom Graphic at the Top of the screen i.e. Company Logo or Banner The Boxes displayed and order of these in the Main Menu The data displayed in the boxes Font Size, Screen and Button Colours These settings can be changed by navigating to the configuration section selecting Main Settings and Graphics. From the Main bar you can access the key modules within webcrm: Activities Organisations Opportunities Deliveries Calendars Searching The field search provides a wild card search function for finding an Organisation, Person or Telephone number using part or their entire name or number. You can also conduct a "begins with" search on Organisations by checking the check box next to the search field. The check box will revert back to a wildcard search once you exit from the main screen or the system. These functions mean you can find Organisations and Persons quickly when you can only remember part of their name. The same applies to the Persons telephone number. Depending on your customised screen setup the search results will be displayed in the box called Search Results. You can then compare the results and select the right Organisation or Person and click into their records. 3
Additional Buttons Budgets To change your personal settings for your Main Menu Option Buttons If you have bought the additional optional modules for Web Integration & Inbound Email or Time Recording, the following buttons will appear: Process Emails Record Time Creating Users Creating a User is simple to do in webcrm. By navigating to Configuration from the Main Menu and selecting Users from the Main Bar you will see a list of users: By clicking Create User you will see the following screen: Mandatory Fields are: Name Initials - Used for logs in webcrm email Login Name Password User Access Level Territories Other fields such as Mobile and Telephone can be used to merge into email Templates, so it is best to fill them in. 2nd Responsible for Organisations and Opportunities will automatically populate these fields if new ones are created in these modules. They are used for security and access. You can select one or more (user defined) territories for the individual user. This is relevant if you have sales people operating in different districts, and you only want the sales people to view their own district or districts. A User can belong to a User Group which affects their security and access rights. Read about user groups in the on-line manual. This function is only relevant for larger organisations. 4
Sending User login details Once you have saved the User details, you will see the following boxes at the top of the screen: You can use these options to send an email to the new User with their login details, display their login history and to create new direct login code. Note that you have to click 'send email with login details' after creating or updating the user in question to send the user a link. Note: We recommend you do not send links to users not involved in the set-up process till AFTER you have set up the system in order not to confuse them with a system not yet set up! Please note there are two main routes for Users to access webcrm once they have received their log-in details: Via a Browser link (either as a favourite in your browser or as an icon on your desktop) Login via our website http://www.webcrm.com Organisations and Persons Everyone using a webcrm system will need to use organisations and persons. You may of course rename the key parts of the system to use terms that your company may be more comfortable with. i.e. Organisation can be renamed Company and Person to Contact. To do this you will need to read Simple Configuration in this document or consult the on-line documentation. Your new system comes with one company record for webcrm. You may easily create more by clicking create new as shown below: Then the following screen appears: To create a new record simply enter information into the relevant fields. You may change the items in a drop down and add new fields to meet your exact requirements. To find out more read the Simple Configuration section or consult your on-line documentation. Always click the Save button if you want to keep the record or changes made to it. Once you have saved the record you will then be able to navigate to the Main View a button at the top of the screen. You will then see the following screen: From here you can create and view information for all the different modules. For example to add a person just click on Create Person. The screen on the next page will appear: 5
Again it is straightforward to add the information to this screen and save. As with all the key modules you may add new fields, turn off certain system fields and rename the module. Activities Activities are a very flexible way to manage tasks within your organisation. Activities can be used for a variety of tasks such as: Telemarketing Lead Management Sales Follow Ups Customer Service Arranging events Our goal in webcrm is that each Activity can be used as a continuous process, providing most common functions from one screen, saving time completing each activity. From one screen you can add: Notes history Up to 15 custom fields Attach and Merge Documents Send emails, edit or add Persons and create meetings Attached Activities to Opportunities and Deliveries as part of a business process Typically a customer may say Call me back in 1 week. With webcrm activities you can just click the +7 button and the date will be updated, ignoring weekends. Before selecting the next follow-up date you will in most cases have entering a short description of your conversation or next actions in the add log entry field. Your comments will be stored including your name and a time-stamp If you lack fields or want other drop-downs, you will learn how to customise these further down in this script. 6
Emails The email functionality within webcrm is highly versatile. You can send emails from most modules within the system. Each email is stored as part of the Persons and Organisations record so that other webcrm users can view them. You can send emails via Outlook from the Person record, if you don't want the email in question to be stored in the webcrm system. We recommend that important mails are send from the webcrm system. By using this facility you may also take advantage of the following features: Email templates and merge facility Standardised Document attachments Quickly send emails from all the major webcrm modules Include any other person or webcrm user in an email Emails created by you from within webcrm are sent by our servers and delivered with your email address. Answers to such emails will therefore enter your normal inbox. Incoming emails can also be stored in webcrm if you have purchased the Outlook Synchronisation or Incoming email modules. To enable these select Configuration/License and tick the appropriate boxes. Email templates and merge facility You can create as many email templates as you wish and restrict use by certain Users, Groups of Users, Languages or Territories. Setting up email templates can be very simple, but the more graphical you want them to be may require some knowledge of HTML. Using email templates reduces the need for free text typing and efficiently delivers a more consistent message. You may also merge information into the email relevant to the module you are working in. For example, a meeting confirmation merged with the meeting details can be created for each booked appointment. A more sophisticated example might be merging information from Opportunities into an email for a quotation. Email masters are set up under Utilities -> email master. There is an easy step-by-step guidance on how to design your email masters in the help function in the webcrm system. Document attachments By uploading Specific documents you can attach these to an email, as long as the document is approved for attachment to emails. Send emails from all the major webcrm modules Emails can be sent from any of the major modules by clicking the email icon. The email is automatically addressed to the relevant Person by Merge functions in the email master. Include any other Person or webcrm user in an email You can also send, copy or BCC, each email to any other Person who is in the webcrm database. By clicking the in any screen you will be able to create an email from most screens. 7
Opportunities Sales Pipeline Opportunities are a very powerful aspect of webcrm, allowing you to: Track every potential sale from start to finish for every Sales Person, Territory and Product Track multiple sales by Contact or Organisation Track which sales are due, when and the chance of getting them Track revenue by multiple currencies and report in any single currency Track budgets by Person, Product/Service, Team and Territory Setting up your Sales Pipeline This is done by defining the steps in your sales process and the percentages you want to associate to the individual levels. The relevant choices of percentages are then entered under Utilities -> Pipeline -> Possible percentages. The levels themselves can also be defined using the webcrm example; you have default values and text for a number of stages, which you can use as the basis of your system. More information on the flexibility and the set up can be found in the on-line documentation. Opportunities for a specific customer are created by going in to that customer and clicking on Opportunities followed by Create opportunity. Again it is straightforward to add the information to this screen and save. As with all the key modules you may add new fields, turn off certain system fields and rename the module. See the Simple Customisation section. Simple Customisation This section will show you how to: Change Terminology Add New Custom Fields Change the Items in System Drop Downs Disable System Fields Change Terminology To change the terminology of say Organisations you simply navigate to Configuration from the Main Menu, choose Main Settings then Terminology. Scroll down the list to the 'Organisations' section. For Organisations there are two words per language that need to be changed. So for example if you want to change 'Organisation' to 'Company' you would probably change: 'Organisations' to 'Companies' 'Organisation' to 'Company 8
Add Custom Fields Each user of webcrm will need to store information that reflects their business. By adding custom fields you can do this in a structured way. You may add up to 15 new fields that can be a List, Multi select list, numeric, text, date, checkbox or web-link. You can create these fields by navigating to Configuration from the Main menu, then selecting Custom Fields. Here you will find displayed a list of the different modules. Custom fields can be made for all main functions (organisations, persons, activities etc.). You can even add fields to the users created in the system if you want to include users Skype address, private address in mail masters send to customers. If you choose Persons you will see the screen below. From here you can define a new field. You define: the type the display order, which can later be changed, if you want to view your data fields in another order the field label, which will appear as heading on your screen once you edit or create a person afterwards and specification information, where you create options or possible entries for the field The different types are specified as follows: 1. Text: Two digits separated by *. As an example 0*50 means that the text can be anywhere between 0 and 50 characters long 2. Integer: Two digits separated by *. 1000*50000 means that the number must be somewhere between 1000 and 50000 3. Date: No input is required. Date format is specified pr. user under your user profile (under configuration) 4. email: No input is required. The system will check, that the data entered in this field once created contains a @ 5. Checkbox: No input is required. 6. List: This enables the user to choose 1 option from a list of different, given possibilities. The options are listed separated by *. The first option will be default. A typical list could therefore look as follows: --choose-- * Option A * Option B * Option C. This list can contain max. 5.000 characters (i.e. typically up to 500 or more options). You can add more options to the list later on and you can move the options around. However if you change the text in the option (even from small to capital letters), the reference is lost. 7. Multiselect list: This enables the user to choose 1 or more options from a list of different, given possibilities. The options are listed with a unique number (between 01 and 99) followed by : and then the option. An example would be: 01: Option 1 05: Option 2 10: Option 3 99: Other. It is recommended to leave some space in the numbering so you can add more options afterwards. The numbers are unique and used as the reference. I.e., you may change the text to something else if you want one or more options to be renamed. You can also change the order of the option; i.e. to alphabetical order. However changing the numbering will destroy the references. 8. web-links: web-links are used to link directly in to data stored in other systems for a particular customer, persons, opportunity etc. We refer to the system help for setting this up. 9
Disable System Fields If you are not using a certain system field i.e. logo you can disable it very simply. To disable these features navigate to configuration from the Main menu - Select Main Settings and select features. From here you can enable or disable the fields you require. Change the contents of a drop down list in a system field You can change the items that are displayed in a system field with a drop down list such as Status. To change the drop down navigate to Configuration from the Main menu - Select Main Settings and select Drop Down lists. Choose Organisation / Persons. From here you can amend / add or delete items in the different system fields. Making your own reports With webcrm you can design your own reports. In the system they are called overviews as standard. You can change the terminology as mentioned above. Our philosophy is that you should be able to create your own overviews without external assistance unless you prefer this. You can create as many as you like, and you can make overviews for all or selected groups of users. To create and overview, you click utilities -> overviews and click create new. The screen to the right will appear. You have to select whether your overview is about showing data for organisations, persons, activities etc. NB: All overviews gives you access to organisation data, because organisations are the key in the system. However if you select organisations, you will not be able to view persons, activities etc. Therefore choose persons, if you want to make a list of persons for a contact or mailing list as you are not sending mails to organisations but to persons. Accordingly data for organisations, persons and activities will be available if you select Activities. Then you enter the next screen, where the overview itself is set up. Display data: The system contains many data fields for organisations, persons etc. You typically don t want to view all data in your report. Here you may select up to 15 data fields you want to view from the selected entities (or data records). Sort output: How you want your data sorted. Often you will select organisation, because you want the data to be sorted alphabetically. 10
Data filter: The part of the data you want to view. Example: All customers in Finland & Baltic. Note that once you select one criterion the possibilities expand in order to let define more criteria. You may create more criteria. If you make the criteria in two separate boxes (as shown for territory and type) the system will find all data matches BOTH criteria. On the other hand if you make the criteria in the same box you will get all the data that matches at least one of the criteria. The query to the left will give you all data from EITHER US/Canada or other Americas. Lastly under advanced - you may specify, who is allowed to view the report. A number of special functions are also available under advanced enabling you to mass delete or mass alter data. Data Import A separate guidance document is available with clear instructions on how to import data into webcrm. You have a link to this in your welcome mail. The document is available from our website and you can of course read the on line documentation directly in your system. We hope you found this guide of assistance. Should you require additional assistance please do not hesitate to contact your local office who are able to provide excellent professional services to assist you. 11