Embraiz CRM System User Guide Version Date Prepared By Remark V 1.0 2008-10-6 Lok shu V 2.0 2008-10-9 Yolanda Tang V 3.0 2008-12-11 Yolanda Tang
Contents Preface... 4 About this user guide... 4 Audience... 4 Overview... 4 Core Features... 4 Sales Management... 4 Marketing Automation... 5 Collaboration... 5 Administration... 5 Chapter 1 Getting Started... 5 Technical Requirements... 5 Access Embraiz CRM... 6 Manage Password... 6 Security Timeout... 7 Chapter 2 Navigating the User Interface... 7 Embraiz CRM User Interface Overview... 7 Dashboard... 8 Viewing and Managing Record Information... 9 Filtered by First Letter... 9 Switch between views... 9 Edit and view a record, see related record... 10 Client Company Module... 11 Create a client company... 11 Create contact under client... 11 Enquiry module... 12 Convert enquiry... 12 Module Contact... 13 Create sales log... 13 Module event... 13
Create an event... 13 View event detail... 14 View teammate s calendar... 14
Preface Welcome to Embraiz CRM, a Web 2.0 Customer Relationship Management (CRM) application. Embraiz CRM enables organizations to efficiently organize, populate, and maintain information on all aspects of their customer relationships. It provides integrated management of corporate information on customer accounts and contacts, sales leads and opportunities, plus activities such as calls, meetings, and tasks. The system seamlessly blends all of the functionalities required to manage information on many aspects of your business into an intuitive and user-friendly graphical interface. About this user guide The Embraiz CRM User Guide is designed for users who are new to Embraiz CRM, or to CRM and Web-based applications. This guide introduces you to some basic CRM concepts and helps you to get familiar with the system. It describes how to access Embraiz CRM through a personal computer and a Web browser to perform a broad range of customer relationship management tasks. Readers are not required to have any programming or software development knowledge, but should be generally familiar with the use of a personal computer and a Web browser such as Microsoft Internet Explorer or Mozilla Firefox. By the way, we highly recommend users to use Firefox as Embraiz CRM runs faster on it. Audience The Embraiz CRM User Guide provides information for users who want to record and track company activities and outcomes. In addition, this guide provides information for system administrators who manage users accesses and system configuration. Overview Embraiz CRM consists of modules, each of which represents a specific functional aspect of CRM such as Client Company, Contact, Enquiry, and Event. For example, the Client Company module enables you to create and manage customer accounts, and the Event module enables you to create and manage event related to Client Company, contact, etc. These modules are designed to help you to manage customer accounts through each step of their lifecycle, starting with generating and qualifying enquiry to customer support. Because many of these steps are interrelated, each module displays related information. For example, when you view the details of a particular client, the system also displays the related contacts and file. You can not only view and edit this information but also create new information. As an administrator, you have the power to implement access control for these modules. You can create different user group to assign specify client account to the team. Core Features Sales Management Enquiry to share information and pursue new business. Client Company management to manage all customer interactions in a single location.
Marketing Automation Enquiry management for tracking and cultivating new leads. Email marketing for touching prospects and customers with relevant offers. Collaboration Activity management for tasks, calls, and meetings Content syndication to consolidate third-party information sources. Administration Quickly edit user settings, views and layouts in a single location. Chapter 1 Getting Started Technical Requirements Before you begin using the system, ensure that you have the required software installed and configured on your system as follows: 1. A current Web browser on your computer. Embraiz CRM has been successfully tested on the following browsers. Web Browser Version URL Firefox 2.0 and higher www.mozilla.org/firefox Microsoft Internet Explorer 6.0 and higher www.microsoft.com/ie You may encounter problems if you try to access Embraiz CRM using older Web browser versions such as Internet Explorer 4 or Netscape 4.x. If you are unsure about which version you are using, click Help > About or similar options on the menu bar in your browser to display the version number. 2. Enable Java Script and cookie support on your Web browser. Both Java Script and cookie support must be enabled in the security settings of your browser and is usually turned on by default. If you encounter problems accessing the system, check your browser configuration to ensure both Java Script support and cookie support are enabled as follows: Internet Explorer: Click Tools > Internet Options > Privacy and Security tabs, Firefox: Click Tools > Options > Privacy and Web Features tabs. 3. Network access to a server that is running the Sugar software. Your system or network administrator can provide you with a Web address (URL) from which the system can be accessed. Web Browser and Window Controls
Embraiz CRM dynamically generates the HTML screens that the Web browser displays when you click certain buttons on a Web page. These screens may not display if you use the Web browser s Backward and Forward buttons. Therefore, it is recommended that you use the Shortcuts menu or the module tabs to navigate back and forth in the application. Embraiz CRM is designed for a minimum 1024x768-pixel screen display resolution. Access Embraiz CRM You access Embraiz CRM through a Web browser. To log into the system 1. Enter the Embraiz CRM URL in the address bar of your Web browser. The Login window displays on the page. If the login screen does not display, verify that you have typed the URL correctly, or contact your system administrator to verify that you have the correct URL. 2. Enter your user name and password. The system administrator assigns a user name and password to every system user. If you have not received your user name and password, contact your system administrator. If you cannot log in, take one of the following actions as appropriate: Verify that the user name and password are correct, including any capital letters. Verify with your system administrator that you have the correct user name and password. Contact your system administrator to ensure that your account has not been disabled. 4. Click Login. Manage Password When you are first granted access to the system, your administrator will provide you with a password. For security reasons, it is recommended that you change this password. Ensure that you choose a password that is easy for you to remember, but difficult for others to guess. You can change your password at any time. For security reasons, it is recommended that you change your password periodically. 1. Click change password on the top right hand concern
2. Type in the new password and retype for confirmation and then click Save. If you forget your password, contact your system administrator for a new password that you can use temporarily. You can then log into the system, and change the password to one of your choice according to the procedure described above. Security Timeout For security reasons, the system automatically logs you out of the system if you do not perform any tasks for a specified period of time. Therefore, if you do not perform any tasks for a certain time period, the system may log you out either because the browser session timed out. When you are ready to resume working with the system, click F5. The system automatically loads the Login page for you. You can also close the Web browser windows and re-load the Login page manually in a new browser window. Chapter 2 Navigating the User Interface Overview of the Embraiz CRM User Interface The Embraiz CRM user interface consists of various modules designed to help you manage customer-related records such as contacts. Each module, representing a record type, groups the tools and functions needed to perform specific tasks. This enables you to work more efficiently. Record types can be related to one another. For example, a contact can be related to a specific Client Company. When you view a specific record in Embraiz CRM, the system also displays related records. Therefore, when you view a specific account, information on the related contacts are displayed in a sub-panel. When you log in, the Dashboard module displays on the screen. Menu for other modules are on the left hand menu tree. You may call up multiple records in the tab group for data comparison. General search you can type in any keyword like contact s email, client s general line and press Enter to get the search result. Menu click the menu tree to see specify module. Create click once to call up the create screen. Search and Advance Search search for record either by keywords or specific field. Note that advance search is combination search. For example you may search the client that has the keyword hotmail in his mail address and address in Hong Kong. Modules Tabs each time when you open a record, the system will display it in new tabs. There is no limitation for how many tabs you can open.
Close All Tabs it will close all tabs except for the one you are current viewing and the dashboard. Logout for security reason, it is recommended that you logout before closing the browser. Dashboard The dashboard contains multiple portlet. Each portel has a specify function. Click Add to insert new portlet to your dashboard. Click Reload button to refresh the content. Contact display the most frequently viewed contact. Event for today show the recent event. Enquiry list list the enquiry by assigned users. My Approval form that is waiting for my approval.
Viewing and Managing Record Information Every module represents a record type such as Contact or Enquiry. Embraiz CRM provides two types of views for every module: Table View, Gird View. Filtered by First Letter Click the Filtered By First Letter to view record only start from a specify range of letters. Switch between views 1. Click the Config button on the top menu bar of each record tab. 2. Choose between table and gird view, you may also choose how many records you want to display each page. Note that the configuration is saved locally in your PC. Which means you will have to re-configure the layout when you login from another PC.
Edit and view a record, see related record 1. Click on the name of the record, you will see a new tab created with the name you have just clicked. 2. Here is the detail of this record. You may click edit to change this record. 3. The related record is always under the detail table of this record. For example the contact for the client will be listed under its detail table.
Client Company Module A client company contains your customer information such as name and address. Each client can be associated with other records such as files and contacts. Create a client company In the top menu, click Create Client Company. Fill in the detail and click submit. Create contact under client You may have more than one contact person for one client. In the client detail view page, click create and choose contact. A new tabs will be created and fill detail to create new contact.
Enquiry module Enquiries are early contacts in the sales process. After they have been evaluated and assessed, you can convert them into contacts and client. Convert enquiry 1. Click convert at the enquiry detail record. 2. It comes up the enquiry conversion page, the top part is the information for the new client and the lower part is the information for the new contact. Click Submit and the system will generate a new client and contact based on the information of enquiry.
Contact Module A contact is any individual who is a valid sales lead; that is, a lead who has been evaluated and assessed for a possible sales opportunity. You can associate a contact with any record such as a client company, or enquiry. Create sales log Click Create and choose log from the contact detail page. You should see a new pop up box, just type in the memo in the input box. Event Module To view your calendar by month, click Calendar on the left menu tree. Any planned activities with associated dates are displayed such as Meetings and Tasks. You can click any activity on your calendar to edit the information. You can move backwards and forwards in the calendar- by month. Create an event 1. Click the + sign on any day of the calendar. 2. Type in the event detail and click save.
View event detail Roll the mouse over the event bar to see the detail of an event or click the magnifying glass icon to see the daily schedule. View teammate s calendar Authorized users are able to see a pull down user list from the top left side of the calendar. Choose a user and you will see his calendar view. Outlook Integration Outlook Integration for Embraiz ERP is the Integration solution that brings together two key applications: Embraiz ERP and Microsoft Outlook. It allows authorized users to work with a unified contacts list. It helps salespeople work better and ensures corporate systems are kept current, adding value to their investment.
Before you start Before you get started ensure you install EmbraizErpSetup your computer. Select a contact Open Sales category in left menu of Embraiz ERP then click Contact. Choose the contact you wish to add into outlook contact in contact list. Convert a contact Click Export to Outlook in contact detail record. Then you will see a window call vcf show up, then press Enter.
Outlook will download the contact information from ERP system. After it finishes the loading, outlook s contact detail box will show up. Press Save & Close at the top left corner after edit. The contact will be saved into outlook contact book.
Group Calendar When you create a new appointment in Embraiz ERP or in MS Outlook it synchronizes automatically if synchronization option is enabled on Embraiz ERP Options tab in MS Outlook. Open Calendar in MS Outlook Create a new appointment in even calendar. Then launch MS Outlook, find Embraiz Erp option tab on the top menu.
Click the option tab, select Login and insert the user name and password, click submit. Then you can select Download from Server Only. Attention, if you choosed Sync both side, the information in both even calendar will be synchronized. That means YOUR information in even calendar will be published in ERP. Public Report To show general data and/or notes in public sector, just tick those items and press Public. Remember, just administrator account has this right! Create Public Report 1. Open Sales category in left menu then click Report. 2. Select and tick the boxes of those items that need to be published. 3. Click Public. Check Public Report 1. Open Sales category in left menu then click Public 2. Click the one you would like to check in Report Name. Public Report Sample: