Crm Project

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CRM PRO1ECT

This CRM is an open source soItware product that enables you to quickly deploy a CRM system
Ior your business. It implements many oI the common CRM Iunctions needed by small and
medium sized businesses, to enable them to quickly and easily use CRM to enhance their
business Iunctions Ior sales, marketing and customer service and support. It has a vibrant
community oI users driving the product Iorward, and contributing to its development. This CRM
is designed to be used over the web by multiple users as illustrated below. It runs on a Linux,
Windows or Macintosh system, and can be accessed by multiple authorized users over the
Internet using a web browser. Each user has access to the data and Iunctionality according to
their roles and ownership oI the CRM data, and the policies you set Ior such access.

This CRM provides a complete set oI CRM capabilities Ior the CRM business Iunctions. It
enables automation and management oI the Iollowing CRM and related Iunctions:
O Marketing automation
O $ales Iorce automation
O Customer $upport and $ervice
O Reports and Dashboards
O Inventory management
O Tools
O $ettings



1) Sales force automation
Sales Force Automation system provides a set oI tools to streamline various phases oI the
sales process, and automate and manage many oI the tasks perIormed by the sales staII. $ales
Force utomation includes a management system Ior tracking and recording every stage in the
sales process Ior each prospective customer, Irom initial contact to Iinal disposition. Many
$ales Force utomation applications also include Ieatures Ior opportunity management, quote
generation, sales Iorecasting and pipeline, workIlow automation, and product inventory.


In this section we provide a brieI view oI how the CRM tools Ior Leads, Potentials
(opportunities), Customer ccounts, Contacts, Quotes, Invoices, and $ales Orders are used in a
typical sales process. To enable this, the CRM must be setup and each member oI the sales team
and their managers provided a user account to use the CRM system.
The Iirst step in a typical sales cycle is lead generation. eads may be generated in a variety oI
ways, e.g. Irom a marketing campaign. These leads are entered into the CRM and then assigned
to salespersons according to the policies oI the organization. Each salesperson then works with
the leads assigned to them with the goal oI converting each lead to a paying customer. They may
gather inIormation, call, email, have meetings, and perIorm a number oI tasks to qualiIy and
convert the lead, and use the CRM system to manage and track these activities. ($ome oI these
qualiIication and other activities on the Lead may be perIormed by Marketing as discussed in the
Marketing section).
Once a lead is qualiIied and determined to be a potential sale, the Lead is converted to a
customer Account, Contact, and a Potential in the CRM system. The Potential has details on
the opportunity, e.g. deal value, product, activity history, and target dates. Once again the
salesperson to whom the Potential is assigned, may gather inIormation, call, email, have
meetings, and perIorm a number oI tasks to make a sale, and use the CRM system to manage and
track these activities. One or more Quotes may be created and provided to the prospect as part oI
this Potential sale. When the customer accepts the quote and places an order, a Sales Order is
created in the CRM system to ensure the customer order is tracked and delivered. n Invoice is
created in the CRM system and sent to the customer.

i. Managing eads
Leads are your Iirst contacts that may get converted to prospective customers. You may collect
leads Irom your marketing activities such as trade shows, advertisement, presentations etc. ll oI
your leads may not result in a sale, but the goal is to maximize the number that become
customers, i.e. convert most oI them to customer ccounts, each with one or more Contacts.
When you open the Leads module, a paged list oI leads will be displayed on your screen. From
this screen you can perIorm operations on leadsŦ
$ales leads are a vital resource Ior sales and the CRM oIIers sales teams a Iull range oI lead
management Iunctions. the CRM provides the Iollowing Ieatures to manage sales leads. Manage
leads end-to-end (Irom creating leads to converting them into opportunities, i.e. Potentials)
O Capture leads directly Irom your Web site and transIer to the CRM using the CRM
Forms
O Customize online lead Iorm as per your organization requirements
O Import leads Irom external sources, such as Web downloads, trade shows, seminars,
direct mail, and other types oI campaigns
O dd multiple products to the leads
O QualiIy leads to next stage based on inIormation captured in lead details
O Convert leads into sales opportunities, accounts, and contacts with a single-click
O Lead conversion mapping Ior all the custom Iields
O Create Iully customizable lead reports
O Export leads to spreadsheet soItware, such as MicrosoIt® Excel®, OpenOIIice®, and
others Ior Iurther analysis


ii. Managing Accounts
Customer ccount Management is central to sales, and the CRM provides a number oI ccount
Management Ieatures:
O Track all accounts and related contacts, opportunities, cases, and other details Irom a
common repository
O $peciIy parent-child relationships between accounts and their subsidiaries or other
divisions
O Import accounts Irom external sources, such as CT, GoldMine, and other applications
O Generate quotes, sales orders, and invoices Ior the accounts
O Track purchase history oI the customers and analyze opportunities Ior up selling and
cross selling
O Create Iully customizable account reports
O Export accounts to spreadsheet soItware, such as MicrosoIt® Excel, OpenOIIice and
others to analyze the buying patterns oI a customers and set up loyalty programs
O ttach customer-speciIic documents to accounts Ior a quick reIerence in Iuture

iii. Managing Contacts
Contact Management is another key sales requirement, and the CRM provides a number oI
Contact Management Iunctions to ensure sales teams maximize the value oI their contact lists.
O Track all contacts and related opportunities, cases, activities, and other details Irom a
common repository
O Create the hierarchy oI contacts within a company to have a better coordination while
dealing with customers
O Import contacts Irom external sources, such as CT, GoldMine, and other applications
O Export contacts to spreadsheet soItware, such as MicrosoIt® Excel®, OpenOIIice®,
and others Ior Iurther analysis
O $ynchronize contacts with MicrosoIt® Outlook®

iv. Managing Potentials
Potentials are generated Irom qualiIied leads, i.e. when you determine there is potential Ior a
sale. t some point, you may create a potential Irom a lead and transIer all inIormation available
Ior the lead to the new sales potential. When you open the Potentials module, a paged list oI
potentials will be displayed on your screen. From this screen you can perIorm operations on
potentials. the CRM supports a number oI operations on potentials, which include
O 'iew diIIerent lists oI potentials, including custom subsets (using Iilters) oI potentials
O Create, delete, and edit potentials
O $earch potentials
O Find duplicates
O Mass edit, used to edit properties oI multiple potentials at one shot.
O Import and export potentials

v. Managing Quotation
The CRM system supports you in the creation oI quotes Ior potential customers. When you open
the Quotes module, a paged list oI quotes will be displayed on your screen. From this screen you
can perIorm operations on quotes. the CRM supports a number oI operations on quotes, which
include
O 'iew diIIerent lists oI quotes, including custom subsets (using Iilters) oI quotes
O Create, delete, and edit quotes
O $earch quotes
O Mass edit, used to edit properties oI multiple quotes at one shot.

vi. Managing Sales Orders
$ales orders are orders you receive Irom your customers. $uch orders Ior products or services are
usually presented as a paper copy received by Iax or mail. It makes sense to capture such orders
also in the CRM. sales order may diIIer Irom your quote and you should have such
inIormation available at the CRM system.
When you open the $ales Orders module, a paged list oI invoices will be displayed on your
screen. From this screen you can perIorm operations on quotes. the CRM supports a number oI
operations on quotes, which include

O 'iew diIIerent lists oI sales orders, including custom subsets (using Iilters) oI sales
orders
O Create, delete, and edit sales orders
O $earch sales orders
O Mass edit, used to edit properties oI multiple sales orders at one shot.


vii. Managing Invoices
n invoice is a commercial document issued by a seller to the buyer, indicating the products,
quantities, and agreed prices Ior products or services the seller has provided the buyer. Once a
quotation is approved, an Invoice can be created directly Irom a Quote detail view. ll the
required data will be automatically added to the Invoice. When you open the Invoices module, a
paged list oI invoices will be displayed on your screen. From this screen you can perIorm
operations on quotes. the CRM supports a number oI operations on quotes, which include
O 'iew diIIerent lists oI invoices, including custom subsets (using Iilters) oI invoices
O Create, delete, and edit invoices
O $earch invoices
O Mass edit, used to edit properties oI multiple invoices at one shot.

viii. Managing Pricebook
Price Book is a named collection oI products and pricing created to serve a speciIic purpose,
e.g. a segment oI the market. For example, a business may have a Price Book Ior government
sales, where prices are discounted, or include additional charges. Price Books in a CRM system
allow sales staII to more easily quote prices when serving diIIerent types oI customers that
need diIIerentiated pricing strategies.

ix. ocuments
The CRM includes a Documents module to manage documents needed Ior sales, marketing,
and any other customer related activities. These documents can then be attached to other CRM
records, e.g. leads or accounts, as needed. This allows easy access and recording oI related
documents, e.g. customer documents Ior a given customer




2) Marketing Automation
Marketing in an enterprise may include many types oI business activities, e.g. generating
business, building a brand, product management, etc. Iocus area Ior CRM systems is the set oI
marketing activities, usually reIerred to as marketing campaigns, with one or more oI the
Iollowing goals
O Generate new leads, i.e. sales prospects
O Generate new business Irom existing leads, customers or prospects
O Build awareness or brand with new prospects or existing customers through targeted
communications
key marketing capability is managing and measuring marketing campaigns, including email,
and direct mail. Marketing also helps a business identiIy and target its best customers and
generate qualiIied leads Ior the sales team. Thus, Marketing also includes capabilities Ior
managing prospect lists, collateral, and internal marketing resources.
The CRM supports Marketing through a set oI tools to manage, execute and monitor marketing
campaigns. It also provides tools to manage prospect and customer lists, marketing and sales
documents, price books and other inIormation related to products and services, generate sales
and marketing reports, and other tools

i. Managing Campaign
Campaign Management is an integral part oI marketing and the CRM oIIers a number oI Ieatures
to manage and monitor your marketing campaigns.
O Manage organization-wide marketing campaigns
O Track campaign eIIectiveness based on customer data
O Execute personalized mass mailing campaigns Ior the campaigns


ii. Managing Webmail
The CRM supports E-mail Marketing Iunctions as outlined below.
O Manage mailing lists based on existing data related to leads, accounts, and contacts
O Create HTML templates directly Irom the system
O $end mass E-mail campaigns Irom the selected mailing lists

iii. Managing eads
number oI Lead Management Iunctions are provided in the CRM to help in marketing eIIorts
to your leads.
O Capture leads directly Irom your Web site and transIer to the CRM
O Customize online lead Iorm as per your organization requirements
O Import leads Irom external sources, such as Web downloads, trade shows, seminars,
direct mail, and other types oI campaigns
O QualiIy leads to next stage based on inIormation captured in lead details


) Customer Support and Service
The CRM provides enterprise quality Customer $upport & $ervice Ieatures, such as Ticket
Management, Knowledge Management, Customer $elI $ervice Portal, Reports, and $upport
$tatistics speciIically useIul Ior your organization's customer support Iorce. You can also use
other customer support-related modules, such as Products, ctivity Management, Calendar,
Contact Management, and so on.

i. Ticket Management
Ticket Management is a set oI Iunctions related to handling customer support issues, queries, and
other service requests. trouble ticket is the term used Ior a support request Irom a customer.
The CRM provides the Iollowing Ticket Management Ieatures.
O Track all trouble tickets related to customers end-to-end as per organization's customer
support process
O ssociate trouble tickets with accounts, contacts, products, and other modules to have a
better visibility on the trouble tickets
O Create Iully customizable list views as per $upport person's requirement
O Provide solutions to the trouble tickets submitted through Customer Portal
O utomatically update the status oI tickets through E-mail
O Create Iully customizable ticket reports
O Create customer support statistics to help the managers to plan Ior a better customer
support process.
O Create custom Iields as per your organization requirements

ii. Customer Self Service Portal
the CRM enables you to provide your customers with a Customer $elI $ervice Portal, which is a
web portal that your customers can log into and report and track issues, and get answers Irom the
knowledge base. The the CRM Customer Portal provides the Iollowing Ieatures.
O Customizable and can be deployed easily on your Web site
O $ecured access to the Customer $elI $ervice Portal
O $earch Knowledge Base articles beIore submitting trouble tickets
O Constantly improve the quality oI Knowledge Base by threaded discussions
O otiIy trouble ticket update to the customers through E-mail
O Follow up the trouble tickets by threaded discussions
O &pdate customer proIiles (limited Iunctionality)

) Reports And ashboards
You may summarize your data stored in the CRM by reports. You have a set oI predeIined
reports available which you can customize to your needs. You may use these report Ieatures to
get an overview oI customer related activities and to draw conclusions on how to improve your
sales process.

5) Inventory management

The CRM supports more complete sales cycle management by integrating Inventory
Management Iunctions, such as Products, Price Books, 'endors, $ales Quotes, Purchase Orders,
$ales Orders, and Invoices with CRM modules, such as Leads, ccounts & Contacts, and
Opportunities. &sing the CRM you can achieve the seamless integration between pre-sales and
post-sales activities in a single application.

i. Managing products
The CRM provides a Products Management module to capture and use product inIormation,
including pricing, so that your sales team and other staII can apply this inIormation in their sales,
marketing, support and other customer related activities. the CRM Products Management module
provides the Iollowing Ieatures.
O Manage organization-wide product inIormation
O ssociate products with other modules Ior a better 360 degrees view
O Import product details Irom other applications
O Create custom product Iields as per your organization's requirements
O ttach product-speciIic documents, such as collateral, license agreements, and others
O &pload product images Ior easy identiIication
O Export product details to spreadsheet soItware, such as MicrosoIt® Excel®,
OpenOIIice®, and others Ior Iurther analysis
O Create Price Books as per customer segment and associate products with Price Books
O Procure products Irom the selected vendors list


ii. 'endors
The CRM allows you to enter an unlimited number oI vendors which provide goods or services
to your company or to your customers. $uch vendors are stored separately and not part oI the
contacts or accounts lists

iii. Managing Purchase and Sales Order
Once a sale is made, Order Management kicks in, which is a set oI Iunctions to ensure the order
is properly serviced and IulIilled Ior the customer. the CRM provides a number oI Ieatures in
support oI Order Management.
O $treamline organization-wide procurement and IulIillment processes with integrated
approach oI the CRM
O Track outstanding orders Irom the orders list view
O Procure products Irom the best available 'endors/ManuIacturers/Resellers list in the
CRM
O Manage up-to-date stock position by seamless integration between order IulIillment and
available stock in your warehouse
O Customize Purchase Order (PO) and $ales Order ($O) Iields as per your organization
requirements
O void duplicate work by dynamically displaying the Billing and $hipping addresses oI
the prospect while creating orders
O dd line items to the Orders and update subtotal, taxes, adjustments, and grand total
amounts automatically
O Create printer-Iriendly Order (PO/$O) and deliver to the 'endors/Customers through
inbuilt E-mail service
O Once the $ales Order is accepted, create Invoice Irom $ales Order with a single click
O Periodically notiIy the stock position to the parties concerned in your organization so
that stock is always available to IulIill the outstanding orders

iv. Managing Quotes
the CRM provides Iunctionality to anable sales teams to easily generate sales quotes Ior
customers. The the CRM $ales Quote module provides the Iollowing Ieatures.
O Track outstanding quotes Irom the quotes list view
O dd line items to the quotes and update subtotal, taxes, adjustments, and grand total
amounts
O $elect diIIerent prices Ior the same product as per customersegment
O Create printer-Iriendly $ales Quotes and deliver to the prospect customers through
inbuilt E-mail service
O Create $ales Order or Invoice with a single click Irom the $ales Quote
O void duplicate work by dynamically displaying the Billing and $hipping addresses oI
the prospect
O Display quotes related to accounts under the related list
O Customize $ales Quote Iields as per your organization's requirements

v. Managing Invoices
The CRM also provides a set oI Iunctions to support generation oI Invoices. Invoices Ior
customer billing are a critical step once a customer order has been IulIilled.
O Track outstanding invoices Irom the Invoices list view
O Create printer-Iriendly Invoices and deliver to the customers through inbuilt E-mail
service
O Customize Invoice Iields as per your organization requirements
O dd line items to the Invoice and update subtotal, taxes, adjustments, and grand total
amounts automatically
O Customize Invoice Iields as per your organization requirements
O void duplicate work by dynamically displaying the Billing and $hipping addresses oI
the customer while creating invoices
O ssociate invoices with the General Ledger account Ior hassle-Iree Book Keeping

vi. Assets
We have added a new module called ssets under the Inventory tab in the. This module
will be used to track any physical units that are shipped to the clientsŦ

6) Tools

O Rss
O Our $ites
O Integration
O Pbx Manager

) Settings
The user management Iunctions are the core oI the security management oI the CRM system.
They control the access to the CRM system based on the users privileges. The Iollowing sections
will explain in detail the purpose oI these Iunctions and the Ieatures available.
From the organisation point oI view, user administration means administration oI privileges.
Essentially, the use oI privileges depends on the number oI users and the company structure. Few
users in small enterprises have Iew requirements Ior privilege administration. With an increasing
number oI users the complexity oI the relations between the users increases and usually develops
the need to assign and administer privileges. The CRM system oIIers a privilege system that is
based on the Iollowing simple looking rules
O Who can see certain data?
O Who can change certain data?
O Who can delete certain data?
O Who can create certain data?


i. Module Manager
Module Manager conIiguration tool is Iound under $ettings. With this you can enable, disable
or control settings oI the CRM modules.
Phase of the Projects

1) $ales Modules
2) Marketing Modules
) Inventory Modules
) Reports and Dashboards
5) $upports and $ervices
6) Tools
) $ettings














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