Training Guide: Customers CRM Version 001 Training Prerequisite: Basic System Knowledge Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 1
Table of Contents Introduction... 3 Adding a customer to i2i... 4 Searching for customers... 5 Search all Customers... 5 Contact List Search... 6 Editing customers... 7 Statements and Reports... 12 Search your statements by date range...12 All customers age debt (group list)...12 All customers - Age debt...13 All Customers (Excel)...13 Maintain Territory Names... 14 Import Customers and Contacts... 15 Letters... 16 Delete a Customer... 17 Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 2
Introduction This document will look into the customer processes of the i2i software. After following all the steps and looking at the examples given, you will know how to add and manage customers within the system. In this document we will use an example, and take it through all the processes in the customer section. You will start to see the advanced CRM capabilities of the i2i software once all of these points have been followed. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 3
Adding a customer to i2i The first thing you re going to do is add a customer. The option to do this can be found here: Clicking this will then bring up this form, in which we have entered an example customer, and an example customer type. (Customer types will be set up within Global Settings) Once you have entered and saved your customer, it will always be available in the drop down box on this form, so you can select it again if you wanted the same customer in a different product group. Setting customer types are a useful way to manage and sort your customers. You could have different types for web orders and general orders. This could mean you set different users to different customer types, for example specialist users that only deal with Global Enterprise. This is also part of the supplementary pricing configuration. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 4
Searching for customers Once you have begun adding customers to i2i, you can search for them on this form: Clicking that button will bring up this form: As you can see on this form, you have the option to search by filters i.e. the customer name or customer type. In the top right is list of all previously opened records, to make it easier to trace back. Search all Customers You can search customers by; Contact Name Customer Name Customer Type Address Region Postcode Telephone Number Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 5
You have the option to export the table of customers to Excel by pressing the Excel button at the bottom of the form. Alternatively you can print the table as a report by pressing the Print Results button. The report could look like this, based on the search form. Contact List Search This allows you to search for contacts against a customer account. You can press search without entering information to search for all contacts. You can enter the name of the contact list in 'List name' to go straight to the contact list. You can double click on the specific contact for further information. Once selected, you can send out an email to all contacts in the contact list. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 6
Editing customers Once you have created a customer, you can then edit their details by double clicking on the chosen record. You will be presented with this screen. Looking at the main customer detail page you can start to fill in all of the main customer details and start to differentiate your customer base. You can also see the contacts against the customer and from here you can add contacts and differentiate their roles. The next tab along is where we enter the delivery addresses for the customer. You can click use invoice address which will pull through the address from the main details tab or you can enter a different address. From this you can set one as a default if required. You can enter multiple delivery addresses against a customer. You can see that a label can be printed form this section for a simple address label. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 7
This sales discount tab allows you to set sales discount for the selected customer. You can also select different sectors to give discounts to, which can be configured in global settings. The trading terms tab allows you to set your specific trading terms specific to the customer account. This will affect document creation and terms. This tab will simply list all of the logs against the customer account. A log is a transaction against the customer and forms part of the CRM within the package. Every CRM transaction against the customer is stored here for example every email or letter sent. This is useful as any user can go into the customer account and see where the previous user finished up. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 8
This tab will list all of the actions that have been posted against the customer account. An action is similar to a log but it is an action which needs to be actioned off by a specific user. In this section you can see the completed, upcoming and overdue actions. This shows all the quotes associated with the customer. Also shows the current status of the quotes. Users can double click on the record to see the quote in full. This shows you all the sales orders associated with the customer account. You can double click on the record to view the sales order in full. The document text tab allows the user to enter specific document text that will show up on particular documents. The document text that is entered in this section will only show up on documents created for this customer. By clicking the relevant boxes the user can set it to all documents or just certain documents. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 9
This is an internal notepad, in which you can make notes about the customer account, for other users to see about the customer. This is an internal notepad so it will not show up on any documents or customer information. You can set up the system to prompt the user to read this when opening the customer information. This gives you a unique cross reference on customer products. You can set specific product descriptions against the customer for example if they had their own descriptions. You can also set a specific sell price against the customer for a specific product. This tab allows you to edit the information in a user defined field. The user defined fields can be configured by manually typing in the headings. This gives the user extra search ability as specific information can be put against the customer account. When searching for customers you can also search by these fields. This allows you to add supplementary prices in case a sales order is copied. PLEASE SEE SUPPLENENTARY TRAINING MANUAL IF SET UP IS REQUIRED. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 10
On the Work to Departments tab, this is where you can put a customer into a specific work too list. A work too list is for when you are creating quotes or sales orders you can set it so it must be checked by a certain department before it can be signed off. In this case it is set that a user within the department shop, purchasing and dispatch have to sign the sales order off before it can be sent. This is not always required. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 11
Statements and Reports Search your statements by date range This allows you to search and view customers statements. You can see the account number, total amount outstanding by all customers. You also have the option to Email the customer if necessary. All customers age debt (group list) This report provides a printable summary of the total of the outstanding invoices of all customers age debt (group list) Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 12
All customers - Age debt This is an example of a report. It provides a printable invoice statement of all accounts showing each individual outstanding invoice. All Customers (Excel) This screenshot shows how the data looks after it has been converted into excel format. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 13
Maintain Territory Names You can change the name of the `Territory Manager / Sales to suit your needs. Click on setup in the Customers tab and then Maintain Territory Names. This section is about splitting your customer accounts into territory sections. As you can see within the main customer details you can allocate a customer account into a territory code/name and then you can also if you wish assign a territory manager which will produce a drop down of the user names on the i2i system. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 14
Import Customers and Contacts You are able to import customers and contacts using a CSV file (comma separated values) Select Customers, setup then import customers and contacts. Select your customer type Add your CSV file in `Drop Location Click `import then `Finish **If you have a Credit safe file tick the `Credit safe box Finally hit close You can also simply export all of your customers from the system into a CSV file. We do not hide any of your data as this belongs to you. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 15
Letters You can store as many letter templates as you require. Letters will then be stored against your customer / supplier. (You can also free type letters which will also be stored) Select Customer, setup then maintain default letter detail Compile your letter and add the description the simply close the table which will save this template. Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 16
Delete a Customer Select Customer, setup then Delete a Customer Once you have chosen a customer highlight them and press Delete. Click yes for authorisation then Close the table. ** WE DO NOT ADVISE YOU DELETE ANY CUSTOMERS IN FEAR OF LOSS OF DATA ** Inventory 2 Invoice Ltd 2013 Nimble Business Services Ltd 2013 Customers 01 17