Quick Guide: CRM Module Introduction The CRM Module is an optional extra that can be purchased at the same time as your SupportDesk CSS 1 system or at any point in the future. The module allows you to track sales opportunities and plan email or letter-based marketing campaigns Marketing Campaigns SupportDesk Marketing Campaigns essentially allow you to filter customer & contact information by a series of rules and then run a mass mail merge or email campaign. Name your marketing campaign Plan your campaign using available fields Number of contacts: the number of contacts displayed on data extraction tab 1 The CRM Module is designed to work for those supporting external companies and is unsuitable for the SupportDesk ITSM or SupportDesk FM systems.
Added rules get listed in the main window and are applied in conjunction with each other Construct rules to filter your contact database by selecting a field, an operator and a value then click add rule This dialogue actually displays the data being extracted as a result of the rules defined on the previous tab. 2
Run an email marketing campaign Or extract the contacts to a text file for use with Word or other word processing tools Add Activities to remind you follow up leads Don t forget to Run Campaign! Running a Word campaign To create a letter using an existing template there are 7 steps: 1. Click Word extract 2. Browse for template Shipped templates should be found in the templates folder in the SupportDesk installation directory 2. Select a.doc file e.g. letter ad hoc 3. Click Run Campaign!!! At this point SupportDesk will generate a data source file 3. Control will then be passed to MS Word 4. You will also see some pop-ups to do with formatting the incoming CRM source file 5. Click YES 2 Typically C:\suppdesk\templates 3 CRM Word.txt 4 This run through is based on the process for when MS Word is your default word processing program. 5 These pop-ups will differ depending on your version of Word. The screenshots shown are from Word 2007. 3
Select Windows (Default) 4. Edit You can add extra merge fields and take some out, even change the body text at this stage using Word. 5. Finish and merge You should not be presented with your finished letters. Running an email campaign Tick the email box and select an email from the pulldown (or hit the email prompt to compose a new mail template 6 ). An email will be sent through your default email client to each contact found in the data extraction. 6 In the template, the variable fields are of the format <campaign:field name> where the field name is an extracted merge field. The available field names can be found in CRM Word.txt referred to in the previous section on running a campaign through MS Word.For more general help with email setup see the Guide to Email Option. 4
Adding follow-up Activities Follow-up activity on contact generated by a Marketing Campaign. If you select a follow-up activity an activity will be added to each contact in your data extraction when run campaign is pressed. This allows you to plan follow up work using the activity features of SupportDesk. Contact Classifications Contact Classifications allow you to label your contacts with various flags that can then be searched for in data extraction. The creation and deletion of these flags is very simple and controlled through the contact classifications option in the CRM section of the SupportDesk explorer. 5
Once you have created your contact classifications you can apply them to contacts. Select the classifications for this contact 6
And search for them later in a marketing campaign! Sales Opportunities Sales opportunities allow you to track your customers interest in your products, generate quotes and even transfer these purchases to your customers inventories. Customer & primary contact Insert details of sales opportunity Add purchases, contacts and follow-up activities 7
Select purchases from your list of products Enter unit price & number being purchased (gross is worked out from these) Add discount if applicable Potential revenue is worked out automatically Press Print Quotation to generate a quote Tax is calculated using the rate entered on SupportDesk s Company Configuration dialogue 8
Fill in a conclusion and result when the sales opportunity has reached a conclusion Transfer purchases to helpdesk Transferring Purchases to Helpdesk When closing off a Sales Opportunity you can choose to transfer said purchases to helpdesk. Transferring purchases creates corresponding inventory items on the customer s inventory tab. 9
Use this functionality to seamlessly record a sales opportunity becoming an actual asset for your support team s records. 10