Easy does it. Making florists successful

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1 Getting started This step-by-step guide is intended to get you started on eflorist. Further in-depth instruction is available through the Help system on eflorist itself. In addition, there is also a dedicated eflorist Help Desk where our team of experience operators are standing-by to assist you with any aspect of eflorist. They can be contacted on

2 Easy does it In the next few pages you ll discover just how easy it is to navigate your way around eflorist. Step-by-step we ll take you through how to log-on, pick up your messages, send and receive orders, record customer information and so. Each step has been carefully planned to make it as easy as possible, but if you do have questions, you can refer to the Help System on eflorist itself, or give us a call on the eflorist Help Desk where our experienced operators can easily talk you through any problems you may be experiencing. Making eflorist as easy as possible to use is just as important to us as it is to you. So if you have any suggestions or comments to make about the system, do get in touch we welcome your feedback. Once again, welcome to eflorist where we work hard to enable you to do business your way. Making florists successful

3 Starting eflorist.net The website for eflorist can be found at: As an eflorist PRO user you will need to use your unique Shop or Shop Manager login to access the full features of eflorist. Home page Once you have logged in you will see the Home page. This page will show you an overview of the deliveries and events that are happening in your shop today and tomorrow. To login: 1. Click on the Sign in to eflorist button. 2. Type in your Shop ID. 3. Type in your Password. 4. Click on Sign in. As a Shop For general everyday use of eflorist, you will need to login as your shop. Make sure you know the following: Shop ID this is your membership number. Password this is the password that was allocated to you and can be found on your eflorist agreement paperwork. As the Shop Manager For managerial functions, such as setting up the mapping and viewing statements, you will need to log in as the Shop Manager. The Shop Manager login is only available to the Owner/Manager of the shop who has the permission to view and amend these details. Make sure you know the following: Shop ID as before. However, to access the Shop Manager Functionality you will need to add _admin on the end. For example, 12345_admin. Password this is the password that you currently use on your Shop Manager login. Action required! A very important section is the Action required panel. This will be visible only if there are orders that you need to deal with urgently. This will show you the following: Orders that have been sent to you from other eflorist Pro users and the eflorist Contact Centre. These orders will have a red arrow pointing down. Orders that you have sent to other eflorist Pro users that have been declined. These orders will have a red arrow pointing upwards. You need to act on these orders urgently.

4 Accepting an incoming eflorist order An order that is sent to you from another eflorist Pro user or from the eflorist Contact Centre must be accepted or declined as soon as possible. How do I view an order that is waiting for me to accept it? 1. Click on Waiting Orders on the banner. 2. The waiting orders will appear 3. Click on the order number to view the order

5 How do I accept or decline the order? 1. Carefully read the details of the order that has been sent to you. 2. Click on Accept order if you are able to deliver this order. or 3. Click on Decline order if you are unable to fulfil this order. The orders that are waiting will also appear in the Action required section. Click on an order number and you will be able to Accept or Decline the order. Declined orders If the florist has declined the order that you have sent, you need either to amend the order and resubmit it to the same florist or route the order to a different florist or to the eflorist Contact Centre. How do I View a Declined order? 1. Click on Declined orders in the banner. What happens to the order once I have accepted it? An order that you have accepted will be removed from the Action required panel. If the order is for delivery today or tomorrow, the order will appear on the Deliveries and Events on the Home page. How do I view an order that I have accepted that is for delivery next week? 1. Click on My orders in the menu. 2. The declined orders will appear. 3. Click on the order number to view the order. 4. Either click on Cancel order or choose Edit order to change the content or value of the order and resubmit to the same or different florist. 2. Choose Incoming orders. 3. Choose the correct date range for example make sure that the end date is set to the end of next week. 4. Click on Find order. 5. All your Incoming orders for the chosen period will be listed.

6 Creating a new order eflorist has the facility to create the following types of orders that are placed in your shop: Customer Collection an order that the customer is going to collect at some time in the future from your shop. Local Delivery an order that is to be delivered locally by you. UK Order an order that needs to be sent to a florist elsewhere in the UK. International Order an order that is to be sent to a florist in another country. Plants and gifts these are gifting items that can be sent either direct to the recipient or to your shop for you to deliver (if you have subscribed to this service). For all these types of orders you will be able to type in the customer details and where necessary (not for a customer collection) you will be able to type in the recipient details and select the items and price that the customer wishes to order.

7 How do I create a New Order? 1. Click on the New Order tab. 2. Choose the type of order you want to create. Adding Customer details 1. Once you have chosen the type of order, the Customer details page will appear. 2. Complete these details, click on Next add recipient. New Customer 1. If the customer is new, you will need to type in their personal details including the telephone number and address (if available). 2. To find the address, type the postcode, or part of the address into the Customer address box and click on Search. Type part of the address, using commas to separate the lines in the address. For example: 15 Alport Drive, Sheffield 3. If the customer is happy that you contact them with details of future promotions and events that you may offer, click in the relevant Agrees to contact via tick box.

8 Existing Customer If the customer has ordered with you previously (since you have been using this version of eflorist) it is likely that you have already added their details to your database. Adding Recipients and products The Recipient Once you have completed the Customer details, you will need to enter the details of who and where the order is going to (note: for a Customer collection there are no recipient details as the customer is going to collect the order from your shop). 1. Type in the personal details of the recipient, including a phone number. 2. To find the address, type the postcode or part of the address into the Customer address box and click on Search. To type part of the address, use commas to separate the lines in the address. For example: 52 Sandown Road, Stockport. 1. Click on Existing customer. 2. Use the search facility to look for your customer. The easiest way to do this is to type in your Customer s surname, Phone name or Address (this can be the postcode) and click on Search. 3. Locate the correct customer is and click on Select. Viewing the Customer History If you want to search for a hospital or funeral directors you can use * (wildcards). For example: * hospital*, Sheffield will show all the hospitals in Sheffield. International Orders only with an international order you will first need to select the country and if there are restrictions with coverage in that country, then the area. As it is an international address you will need to manually type in the address there is no search facility. If the customer has placed an order with you previously you can view details of any previous orders. Click on Customer history to view these orders. Skip Customer details If a customer refuses to give you any of their details you can skip this section entirely. However, remember that it is useful not only to be able to contact the customer in the future but also if there is a query regarding the order they are placing.

9 Existing recipient If the customer has ordered with you before and wants to send an order to one of their previous recipients you can click on Find existing recipient and choose the correct recipient associated with this customer. Item Details for Customer Collection or Local Delivery For a Customer Collection or Local Delivery you will be able to add any items or products that you sell in your shop. You will also be able to choose any price and delivery charge (only for a Local Delivery). Tick the Delivery charge box and type in the correct charge for your shop. 1. Click on Existing recipient. 2. Use the search facility to look for your customer. The easiest way to do this is to type in your customer s surname, phone name or Address (this can be the postcode) and click on Search. 3. Locate the correct customer is and click on Select. The customer details will automatically appear in the Customer page. Item Details for UK delivery A UK delivery order will allow you to choose from the eflorist Product or Inspiration range. The minimum prices for both ranges can be increased if the customer wishes to increase the value (remember you cannot place a UK delivery order for less than the minimum). 4. From the Delivery details section, click on Choose date, then select the date for delivery. 5. Select Occasion. If the occasion is funeral or wedding you will be able to select a time for delivery. 1. Click on Add product to add an item from the Occasions, Sympathy or seasonal ranges. Alternatively, click on Add Inspiration. 2. If the customer requires a higher value, type in a new price. You will not be able to type in a value less than the minimum shown. 3. You can add Upsell items to the order by clicking on the required upsell. 4. Type in the Product notes, Delivery instructions and Card message.

10 Adding Additional Products Each order that you send can include multiple products. For example, the customer wants to send 2 tributes to a funeral. Once you have added the first item, click on Add Additional Product and enter the details for the second item. Order summary The order summary is the final place you can edit an order before it is either sent (UK, International delivery and Plants and gifts) or stored on your computer for Customer Collections and Local Delivery. Note: For Plants and gifts you cannot add multiple items to an order. Completing the Recipients and Products Once you have entered all the Recipient and product details you can either: Click on Next to continue with the order Save order for later if the order is incomplete Delete order if the customer has decided they do not want to continue the order. Selecting a florist for delivery (UK Relay only) Note: For customer collections, local deliveries, International orders and Plants and Gifts you will not need to choose a florist to send the order to. For UK delivery orders, once you click on Next, you will have to choose the florist you want to send the order to or send the order to HQ. eflorist to eflorist will send the order directly to your chosen florist. Send to HQ will send the order to HQ who will choose who to send the order to. Send to member via HQ will send the order to HQ using your chosen member. Once you click on one of the options above, the Order Summary page will appear. 1. Check all the details of the order. 2. If you need to amend any of the details, click on the Back button at the bottom of the screen then amend as necessary. 3. When you are ready to complete the order, click on Finish. Order confirmation The order confirmation is the final stage in the order process. 1. You can print a copy of the order for your shop and also a receipt for the customer. Click on Go to Home Page to return to the Deliveries and Events.

11 Searching for existing orders Once an order has been created, or sent to you, it will be saved on eflorist. These orders can be viewed at anytime. These orders are split into the following categories: Incoming an order that has been sent to you from another eflorist user or HQ. Outgoing an order that you have sent to another eflorist user or to HQ. Saved an order that has not been completed. Local an order that you have created for either Customer Collection or Local Delivery. How do I search for an order? 1. Click on My orders in the menu. 2. Choose the type of order you want to search for (based on the list above.) 3. You can search for an order based on the following: Order reference Sending florist (only available on incoming orders) Executing florist (only available on outgoing orders) Order type (dependant on the type of order you are searching for) Based on a date range (the default is for today only) Status (the stage the order is at eg. Waiting, Declined etc) 5. If the order was created in the past then you will need to change the date range. 6. To view the orders, click on Find order. 7. You can now click on the order number to view individual orders.

12 Customers eflorist will allow you to add, search and amend customer details. It is important that you keep your customer records up to date. For example, if a customer moves house you will need to change their details. How do I find a customer s details? 1. Select Customers from My Marketing. 2. You can search for a customer with any of the following details: First name Last name Address (can be postcode) Contact number 3. Click on Find customer details. A list of all the customers that match the criteria will appear. 4. Click on the customer to view their details. How do I add a new customer? You can either add a new customer when you create a new order, or: 1. Select Customers from My Marketing. 2. Click on Add new customer. 3. Type in the contact and address details for the new customer. 4. Click on Create customer.