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– CONTENTS –
Contents of User Guides This page presents all the user guides, grouped by their use and purpose and ordered from the very common actions to more system-specific ones. The user guides concern the ways the modules or functions in the system can be used every day. Some of the guides may include side notes […]
Account-Specific Budgets and Forecasts
Account-Specific Budgets and Forecasts Introduction CRM-service provides tools to manage Account based budgets and forecasts. Billing and Opportunity (Sales Potential) information can be monitored side by side with budgets and forecast. Budgets and forecasts can be maintained for example in offering area levels. Forecasts and budgets can be fixed or rolling. CRM basic account views […]
Activities
Managing Activities Introduction The activities are managed and created in the Calendar module. The default view of the module is shown in the picture below; if your calendar does not look like this, it can be changed in Settings → Additional Settings by disabling the “Enable Calendar Tab” option in Calendar settings section in editing mode. This can be done […]
Activity (BI)
Activity Activities – Dashboard Activities Dashboard is a compiled summary of the key indicators to analyze the activities. Activities by Type: The target and the number of activities by type. Activities: Activities’ actual (realization), target, number of contacts and a 9 months history from different aspects. Points of view are: account’s name, business area, customer’s […]
Activity Points
Activity Points Introduction Activities (events and tasks) have a permanent field for activity points. Activity points can be used for e.g. following the results and efficiency of sales people or other employees, or as a base for bonus calculation. The users get activity points from different activities by pre-defined logic. It is always the activity’s […]
Business Intelligence
CRM-Service Analytics (Business Intelligence) is a add-in to CRM-service system. BI-module include tools to analyze CRM’s online data from different perspectives. The technology is based on the market’s leading BI-technology QlikView. Potential Board’s dashboard and summary gives a wide and current status of the potentials. You can follow the development of the potentials by the […]
Campaigns
Managing Campaigns Campaigns in the CRM can be used for many purposes. At their simplest, the campaigns can be utilized to plan customer projects, but you get more out of them e.g. when sending invitations to invitation events. Campaigns are also used to define the contacts in the Contact Center call campaigns and the target […]
Commission (BI)
Commission Commission – Dashboard Dashboard introduces the key indicators to analyze commissions. Commission (€, %): Commissions in euro and percentage by time dimensions. Commission (€, %): Commissions in euro and percentage. The points of view are: sales channel and sales group. Sales Orders: Sales orders’ contract value, total value, sales profit and count by time […]
Contact Center
Contact Center is Ready for Use The Contact Center is now a part of the portals provided by CRM-service Oy. It includes modern functionalities, real-time connection to CRM and reporting features. Like the CRM, the Contact Center is a fully cloud-based service. In the Contact Center it is possible to manage all the functionalities of the contacting process, for example: An […]
Contact Center: Zoiper Settings
Zoiper Settings When using Zoiper (www.zoiper.com) as the CRM-service Contact Center VoIP client, you will need to use the following settings (see also the picture below): Domain name: sip-eu.crm-service.fi Username: the phone number given to you by the CRM-service provider. Password: the password given to you by the CRM-service provider. Using the settings above enables […]
Content Management in Email Contact Portal
Content Management in ECP In Email Contact Portal (ECP), the functions and content is built around the emails. To support the writing of the emails, you can create email templates and HTML snippets that serve as a base for new emails. Writing the actual email can be done using both text and HTML editors. You […]
Contract (BI)
Contract The contract summary has multiple sub tabs to analyze contracts. Contracts / Valid: The table of valid contracts in a selected time frame has columns Contract number, Contact Name, Type, Account name, Invoices amount, Start Date, Forecast amount, Level, End Date, Length, Sales Channel, Sales Group and User name. Contracts / Beginning: The table of […]
Creating Activities for a User with Target Groups
Creating Activities with Target Groups Introduction You can create activities in mass for the assignee of the accounts or contacts in a target group, or some other CRM user. These activities automatically have a link to the contacts or accounts in the target group, and they could concern e.g. a call campaign. You can either create […]
CSV Import
Importing CSV files CSV data importing is supported in many modules in the CRM system. The Import button is located in the toolbar at top of the page of every module. The visibility of the tool is determined in user profiles, where an admin user can set users’ rights for the tool (for more information, see the guide System […]
Discussion
The Discussion Tool The discussion tool is is a way to make the company’s internal information flow about the entities smoother. The comments on the discussion are visible only in the CRM and to those users that have a permission to see the entity in the first place. You can also mention another user in […]
Events
Creating and Editing Events This guide is about events. For information about activities and the Calendar module in general, see the guide Activities. There are different ways to create a new event, depending on your settings and needs. You can choose to create the event in the following ways: In the Calendar module (always an […]
Filters
Filters Introduction A filter means the module’s general list view which shows the entities in that module as a list. The filter determines which fields are shown on the list, in which order the entities are listed and whether the entities are actually filtered. Each module can have several filters for different kinds of needs. […]
Find Duplicates
How to Find and Merge Duplicates With the Find duplicates tool you can merge the data in entities in the modules such as Accounts, Contacts, Potentials, Products, etc. This tool is located in the menu bar of the module (see the picture below). Options In the Options section you can determine, what happens when the duplicates are merged. The […]
Google Calendar synchronization
Google Calendar synchronization It is possible to synchronize the CRM calendar with Google Calendar. Each user can specify the synchronization and its settings in My Preferences, which are accessed at the top left corner of the page, right next to the sign out link. It is recommended to create a separate calendar in Google Calendar for synchronizing. […]
Home Page Chart: Table
Table Introduction This guide helps you to create tables for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. The pictures in this guide represent an example table which shows the […]
Home Page Charts
Home Page Charts Introduction With the CRM home page’s Chart elements, you can create graphical (or in table format) reports on the user’s home page. The charts have extensive setting options, so that you can determine the perspective for the report very carefully to meet your needs. The charts can be user-specific or you can […]
Home Page Charts: Bar and Line Chart
Bar and Line Chart Introduction This guide helps you to create bar and line charts for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. The pictures in this guide represent […]
Home Page Charts: Pie
Pie Chart Introduction This guide helps you to create pie charts for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. The pictures in this guide represent an example pie about […]
Home Page Charts: Stacked Chart
Stacked Chart Introduction This guide helps you to create stacked charts for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. The pictures in this guide represent an example stacked bar […]
Home Page Charts: Stacked Percentage Chart
Stacked Percentage Chart Introduction This guide represents an example case of a stacked percentage chart. A percentage chart is created in a same way as a “normal” stacked chart (for more information about creating stacked charts, see the guide Stacked Chart), but with using the additional setting Show as % (see the picture below). In […]
Home Page Charts: Summaries in Tables
Summaries in Tables Introduction This guide represents an example table where operators are used. For more information about creating tables in general, see the guide Table. In this example case, the table is used to report the sub totals of invoices by account from the previous year. The table is therefore grouped by account (account’s […]
Home Page Charts: Targets / Forecasts
Targets / Forecasts Introduction This guide helps you to create target and forecast charts for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. NOTE. The use of the target and […]
Home Page Notifications
Home Page Notifications Introduction In addition to all kinds of home page widgets, reports and calendars, you can also have notifications on your own home page. Notifications are personal and they will appear for example in the following situations: The user has an active task (for more information, see Tasks). The user has been added […]
Home Page Reports
Home Page Reports You can add small numerical and graphical reports (“widgets”) and tracking reports of followed web domains and sites to your CRM-service home page. New widgets are added with the Add button on the home page (see the picture below). You can create versatile charts to your home page with the Charts option – […]
Invitation Events in the Self-Service Portal
Invitation Events in the Self-Service Portal Introduction One of the Self-Service Portal’s possibilities is to let your customers use it for signing up for events and training. The events/training shown in the portal are managed in the Invitation Events module in the CRM. You do not have show all invitation events in the portal, however, […]
Invoice (BI)
Invoice Invoice – Dashboard Invoice Dashboard is a compiled summary of the key indicators for analyzing invoicing. Revenue & Margin: Invoicing, gross margin and sales target in euro with respect to time. Invoices: Invoicing from different points of view. These are: account’s name, username, product name, sales channel, sales group, product category and business area. […]
Massmailing from Email Contact Portal (ECP)
Email Campaigns This guide has instructions on how to send emails in the Email Contact Portal (ECP). More information about the admin settings of the portal is in the guide Contact Portal – Admin Settings. Sending an email as an email campaign is done in three steps: 1. Activate a target group you have made in the CRM (target […]
Mobile Version of CRM
Using the Mobile Version of CRM Introduction The mobile version of the CRM system is only available if it is activated for the company. You can access the mobile version from the browser of of your mobile device, using your company’s CRM internet address and replacing the .com or .fi extension with .mobi (for example XXX.cloudservices.mobi or […]
Other (BI)
Other The BI add-on is evolving all the time. Some separate reports are gathered here as well some smaller sections of modules. Salesman – Summary In the salesman summary you can see the overall picture of the salesman’s, sales group’s or sales channel’s views. You can follow the potentials or quotes by euro or […]
Outlook Add-in for users
Outlook Add-in user guide Before the Outlook Add-in can be used, it needs to be activated by an admin user (instructions: Outlook Add-In Setup). The Add-in is managed on the Add-ins tab in Outlook. On the Add-ins tab, there are buttons for i.a. logging in and out, manual synchronizing and settings (see the picture below). Appointments […]
Portals and Channels for Customer Care Automation
Portals and Channels for Customer Care Automation EFFICIENCY FOR MANAGING CUSTOMER ENCOUNTER AND SELF-SERVICE CRM-service offers several customer self-service portals and tools for e-mail marketing and contact center functions. The customer service operates through portals, sms, e-mails and QA functions.
Potential (BI)
Potential Management Dashboard (Potentials) Management dashboard gives an overview of potentials for time period of nine months. Won % and Lost % -meters: Won and lost percentage of potentials. The percentage is calculated either from euros or pieces. Depending of the choice, meters take into account the canceled potentials. Won / Lost 9 months back […]
Potential Management
Potential Management Introduction CRM-service provides tools to manage Potentials – also known as Opportunities – with the Potentials module. This module can be used to handle all sales phases in the sales pipeline. The sales pipeline phases can be also be processed so that e.g. the Leads module contains marketing phases and the Potentials module […]
Price Books
Defining the Price Books With the price books you can define customer-specific prices for certain products. This way the prices of the products added to e.g. an invoice are updated automatically according to the price book based on an agreement with the customer. The price books have their own module, Price Books. A new price […]
Project (BI)
Project Projects The View A of the Projects tab in the picture below consists of projects’ general information, invoicing information and information related to the work. You can choose either a review of a specific project, or by selecting the Clear button, you will see details of all the projects. The view A contains two sections with three […]
Quote (BI)
Quote Management – Dashboard (Quote) The Quote Management gives an overview of the quotes in a time period of nine months. Won % and lost % indicators: The percentage of won and lost quotes. The percentage is calculated either in euros or pieces. Indicators can take into account the cancelled quotes if chosen. Won / Lost […]
Recurring Invoicing
Creating Recurring Invoicing for Sales Orders Introduction It is possible to create recurring invoicing for sales orders. With this function, you can bill automatically the same customer for the same products or services e.g. monthly or annually. The invoices in recurring invoicing are formed retroactively, which means that the invoice is always generated at the end […]
Report Generator
Viewing and Sharing Reports The report generator can be used to create reports that combine information from different modules. The reports help you get a hold of the CRM data and provide material to base decisions on. The created reports can be viewed directly in a browser (a new tab will be opened) by clicking on a report on the front […]
Sales Order (BI)
Sales Order Order – Dashboard Order Dashboard is a compiled summary of the key indicators to analyze orders. All/Read-selection According to the selection either all or only ready orders are taken into account in the lower graphs. Open Orders: The table has the sales profit and total (in euro) of open orders reviewed in different […]
Setting Targets for Activities
Setting Targets for Activities Introduction Activities, like calls, meetings or tasks, can have weekly user-specific targets, that both the users themselves and the company management can report and compare with realized activities and activity points (for more information, see Activity Points). You can set targets for either the number of the activities or the activity points […]
Stock Tracking
Stock Tracking Introduction It is possible to keep track of the quantity of your products by setting them stock tracked. When stock tracking is activated for a product, purchase orders will increase and sales orders decrease the amount of the product in stock. You can also for example have the CRM system notify the vendor […]
Support (BI)
Support The Support tab contains of a fourfold table where you can make a quick snapshot on the support situation. The graphs are: Open Tickets Closed Tickets Created Tickets Average Ticket Age to Complete Open Ticket Age Distribution. A button opens a detailed list of the tickets corresponding to the definitions.
Target Groups
Target Groups By using target groups you can generate company and personal groups for email marketing, telephone contacting and so on. You can create several different target groups for each need. Creating a Target Group To create a target group, you first need to determine the basic information of the group. The creation starts by clicking […]
Tasks
Tasks This guide is about tasks/to dos. For information about activities and the Calendar module in general, see the guide Activities. A task denotes a to do-typed entry, which is handy to use to write down jobs and tasks that have not been precisely scheduled (apart from a due date). If you need to reserve […]
Text Messages
Sending Text Messages to Target Group’s Contacts The function to send text messages can be separately activated in the CRM. Text messages are always sent to target groups and the contacts in them – the phone numbers of the accounts therefore can not be used as recipients. When the recipients have been created as a […]
User Preferences
User Preferences Introduction Each user has personal settings, which include information about the user’s identity (e.g. username, password, name, email address…), system access (e.g. role, sales organization information…) and preferences (e.g. sections shown on the home page, default formats…). The user-specific access rights can only be edited by an admin, but the users can adjust […]
Work Hour Reporting
Reporting the Working Hours in the CRM The work hour reporting is done for the projects that the user is linked to. Because of this, there needs to be a project to which the hours are reported to. This guide will first go through how to create a project and link users to it and […]