Smart CRM. Powered by: Support: / Mon. Fri. 8:30 AM 9:00 PM Sat. & Sun. 10:00 AM 3:00 PM.
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1 Smart CRM Powered by: Support: / Mon. Fri. 8:30 AM 9:00 PM Sat. & Sun. 10:00 AM 3:00 PM
2 Smart CRM (Client Relationship Manager/Contact Manager) All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form of by any means, electronic, mechanical, photocopying, and recording or otherwise, without the prior written permission of California Regional Multiple Listing Service, Inc California Regional Multiple Listing Service, Inc. 5/2/2012 Page 1 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
3 Smart CRM (Client Relationship Manager/Contact Manager) Contents Introduction... 4 Viewing Contacts... 4 To view a list of your contacts:... 4 To search for an individual contact:... 4 To view details about a contact:... 4 To add a note to any contact file tab page:... 4 To delete the note:... 4 Contact File Tabs... 6 Summary Tab... 6 Details Tab... 6 Personal Info Tab... 7 Marketing Tab... 7 Adding Contacts... 8 To manually add a contact:... 8 Groups... 9 To view existing groups:... 9 To sort within an existing group:... 9 To add a new contact group:... 9 To deselect contacts from the new group: To edit an existing group: To delete an existing group: To view marketing activities related to a group: To schedule an activity for a group: To assign the group to another action plan: To remove an action plan once it has been assigned to a group: Leads To view existing leads: Page 2 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
4 To view the account profile for a lead: To view searches saved by the lead: To view properties saved by the lead: Lead Admin Lead Categories Routing Rules To view existing routing rules for Action Plan Manager: To create a new action plan routing rule: To view existing Notification Manager routing rules: To add a new notification routing rule: Lead Reports Types of Reports To Run a Report: Import To import contacts: Export To export contacts from Smart CRM: Page 3 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
5 Introduction The Smart CRM is a Contact Manager that allows you to efficiently manage information regarding contacts and leads and works with Action Plan Manager to help improve your productivity. In the Smart CRM left navigation panel, click Contacts to display the Contact Manager Menu. Viewing Contacts To view a list of your contacts: Click Contacts>Contacts; the Search Contacts page displays with a list of all of your contacts, and the address (if available) and the preferred contact method for each one. To search for an individual contact: In, type the name of the contact. Entering a partial name will display all results that contain the letters in the sequence entered. To view details about a contact: Click the contact s name; the contact file displays. NOTE Each contact file contains information found in five tabs. Each of the five tab pages provides an area for notes. Once a note has been added and saved, it cannot be edited; however, it can be deleted. For each contact, notes from individual tab pages are collated on the Summary Tab page To add a note to any contact file tab page: 1. Type the text of the note. 2. Click Save. To delete the note: 1. Click. NOTE There are four buttons at the bottom of each contact file tab page. Click to save all changes. Click to cancel all changes. Page 4 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
6 Click to print the contact detail report. Click to delete the contact. The Delete Confirmation dialog box appears; click Delete. Page 5 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
7 Contact File Tabs Summary Tab The first contact file tab is the Summary Tab. Here you can see a recap of information about the contact. You can also assign the contact to either an existing group, or you can create a new group and assign the contact to it. To add the contact to an existing group: 1. Click. Any groups to which the contact is already assigned are checked. 2. Check any other groups to which to add the contact. 3. Click Save to save the selection. Click Cancel to return to the previous display. To create a new group and assign the contact to it: 1. Click the New Group Tab. 2. Enter the name of the new group. 3. Check to assign the contact to the new group. 4. Click Save to save the change. Click Cancel to return to the previous display. You can also view existing action plans assigned to the contact or assign new ones. For complete information on assigning action plans, see the Marketing Tab section. Details Tab The second contact file tab is the Details Tab. The Details Tab page contains the following sections that allow you to capture more in-depth information about both the primary and secondary contacts: Primary Contact information. Page 6 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
8 Contact Groups: Any groups to which the contact has been assigned. Click to make additions or changes. Secondary Contact information. Address information, including the ability to add or delete an address. Personal Info Tab On the Personal Info tab page you can capture personal relationship information including the ability to add or delete the following: Primary Contact: Friends Secondary Contact Advisors Family Others For each section, you can record events and dates which can be added to your Smart CRM calendar. You can then set a time frame for a reminder of the event/date to be ed to you. Marketing Tab On the Marketing Tab page you can view and schedule activities related to the contact such as tasks, appointments, flyers, phone calls and s. To schedule an activity: 1. Click the link for the activity; a dialog box for the selected activity appears. 2. Enter the necessary information and click Create to save the changes. Click Cancel to return to the previous display. You can also view action plans to which the contact is assigned or assign the contact to an action plan. Page 7 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
9 To assign the contact to an action plan: 1. Click ; select a plan from the Action Plan drop down menu. 2. Enter the start date or click to select the date from the calendar. 3. Click Save. Click Cancel to cancel the action. To remove an action plan once it has been assigned: 1. In the list of action plans to which the contact is assigned, check Remove for the action plan to remove. 2. Click Save. History Tab The History Tab page contains the history of all actions related to the contact. Click History to view a list of the actions, including action plan activities. Click the activity to see the details. Adding Contacts To manually add a contact: Click Contacts>Contacts. At the bottom of the screen, click to display a blank Details Tab page. 1. Enter the primary and secondary contact information. Required fields are indicated by *. 2. Click Save. The Summary Tab page appears. You can now work with the information in the remaining tab pages. Page 8 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
10 Groups To view existing groups: 1. Click Contacts>Groups; an alphabetical list of all existing groups displays. 2. To select groups that begin with the same first letter of the alphabet, click the letter. 3. To search for a specific group, in the Search field, type the name of the group. Entering a partial name will display all results that contain the letters in the sequence entered. 4. Select the group to view; the list of contacts within the group displays. To sort within an existing group: 1. In Sort By, select the sort category. Categories designated as (Desc) sort in descending order. To add a new contact group: 1. Click Contacts>Groups. 2. On the View Groups Tab page, either click or click the Add Tab; the Add Tab page appears. 3. Enter a title for the new group. 4. From the list of available contacts, select the contacts to add to the new group. Options are: a. Click Select All to add all existing contacts to the new group. b. In All, select a letter to display all available contacts whose last names begin with the same letter. c. In Key Search, enter letters to find specific available contacts. Entering a partial name will display all results that contain the letters in the sequence entered Page 9 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
11 d. Select individuals from the list of available contacts. Click to view details about the contact. 5. Click to move the selected contacts to Contacts in New Group. 6. Click. To deselect contacts from the new group: 1. From the list of Contacts in the New Group, select the contacts to remove. 2. Click to move the selected contacts back to Available Contacts. 3. Click Save. To edit an existing group: 1. Click Contacts>Groups. Select he group and click Edit, the Edit Tab page appears. 2. Make any necessary changes. 3. Click. To delete an existing group: 1. Click Contacts>Groups. Select the group and click Delete; the Delete Groups tab page appears. 2. Select the group to delete. Options are to check the individual groups to remove, or to click and then click. 3. The Delete Confirmation dialog box appears. Click Delete. To view marketing activities related to a group: 1. Click Contacts>Groups; select the group and click the Marketing tab. The Marketing Tab page appears for the selected group appears, containing two sections. a. The Scheduled Activities Section: Displays calendar activities related to the selected group. b. The Action Plans Section: Displays action plans assigned to the selected group and provides the option to assign the group to an action plan. Page 10 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
12 To schedule an activity for a group: 1. Select the group to which to add the activity and click the Marketing tab. 2. Click the activity to schedule; a dialog box for the selected activity appears. 3. Enter the necessary information. 4. Click Create to save the changes. Click Cancel to return to the previous display. To assign the group to another action plan: 1. On the Marketing tab page, click ; the Assign Action Plan dialog box appears. 2. From the Action Plan drop down menu, select an Action Plan to assign to the group. 3. Enter the start date or click to select the date from the calendar. 4. Click. Click to cancel the action. To remove an action plan once it has been assigned to a group: 1. Check Remove for the action plan you wish to remove. 2. Click. Page 11 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
13 Leads Anyone who has completed the Client Account Registration Form on your website is considered a lead. To view existing leads: 1. Click Contacts>Leads; the My Leads Tab page appears with the list of existing leads. 2. In Sort By, select the sort category. Categories designated as (Desc) sort in descending order. The following summary information is displayed for each lead: To view the account profile for a lead: 1. Click View Account Profile to see information about a lead. The Account Profile appears. a. Password: the password entered by the lead. b. Password Question: the password hint question the lead selected. c. Password Answer: the lead s answer to the password question. d. Questions you selected to be answered by the lead when registering on your website. 2. Click Close to close the window. To view searches saved by the lead: 1. Click View Saved Searches; a summary of any saved searches appears. Page 12 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
14 To view properties saved by the lead: 1. Click View Saved Properties; a summary of saved properties appears. Other actions available from the list of your leads: 1. Click Select All to select all leads. 2. Click Deselect All previously selected leads. 3. Click Delete Selected to delete only the checked leads. 4. Click Export to export the selected leads to an Excel spreadsheet; the Lead Export dialog box appears. a. Select Export Selected Leads or Export All Leads. b. Click Save, the File Download dialog box appears. c. Click Open or Save. Page 13 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
15 Lead Admin Leads can be grouped into categories to which Routing Rules for action plans can be applied. Lead Categories To create a new lead category: 1. Click Contacts>Lead Admin; the Lead Categories Tab page appears. 2. In Category Name, enter the name for the new Category. 3. In Description, enter a description for the new Category. 4. In Lead Source, select the lead source. 5. In Lead Type, select the lead type to add to the new Category. 6. Check the contact information required to be captured for each lead. 7. Click to save the new category. To edit an existing lead category: 1. In Current Category, from the drop down menu, select the category to edit. 2. Make any necessary changes. 3. Click to save the changes to the existing category. 4. Click to clear the fields. To delete an existing lead category: 1. In Current Category, select the category to delete. 2. Click to delete the category. Routing Rules Once a Lead Category is created, routing rules are applied to initiate Action Plan Manager and Notification Manager. To view existing routing rules for Action Plan Manager: 1. Click Lead Admin>Routing Rules. 2. In Your Current Routing Rules for, select Action Plan Manager; a list of existing Action Plan routing rules that apply to your categories displays. 3. Click Add New to return to the Lead Categories Tab page and add a new category. 4. To switch lead categories for an action plan, in the Lead Category drop down menu, select a different lead category. Page 14 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
16 5. In Service Function, the existing action plan routing rule for the selected category displays. To switch action plans for a lead category, select a different action plan to initiate. 6. Type: a. Individual - Unless the user s Smart CRM subscription is associated with a broker, the Type of rule will always be Individual. b. Company - Company routing rules are established by a company for multiple users. 7. Check Exclusive if the user wants the rule to override all others for the lead category selected. 8. If multiple rules apply, the one closest to the top of the display takes precedence. To change rule precedence, use the arrows to move the rule up or down. 9. Click to delete the rule. 10. Click to save the changes. To create a new action plan routing rule: 1. In the For leads in category drop down menu, select the category to which to apply the routing rule. 2. From the Initiate Plan drop down menu, select the action plan to apply to the category. 3. Check to make the new routing rule exclusive. 4. Click to add the rule to the list of current action plan routing rules. To view existing Notification Manager routing rules: 1. Click Lead Admin>Routing Rules. 2. In Your Current Routing Rules for, select Notification Manager; a list of existing Notification Manager routing rules displays. 3. Click Add New to return to the Lead Categories Tab page and add a new category. 4. To switch lead categories for the notification routing, in the Lead Category drop down menu, select a different category. 5. In Service Function, the existing notification routing for the selected lead category displays. Page 15 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
17 6. Check Exclusive if you want the rule to override all others for the lead category selected. 7. If multiple rules conflict, the one closest to the top of the display takes precedence. To change rule precedence, use the arrows to move the rule up or down. 8. Click to delete the rule. 9. Click to save the changes. To add a new notification routing rule: 1. In the For leads in category drop down menu, select the category to which to apply the notification routing. 2. In Send notification to: a. Select Default to send the notification to your default address. b. Select Default Cell Phone to send a text message to your default cell phone number. c. Enter a different cell phone number and select the cell phone service provider to send a text message to a cell phone other than the default cell phone listed in your Personal Profile. 3. Check to make the new routing rule exclusive. 4. Click to add the rule to the list of current notification routing rules. Page 16 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
18 Lead Reports You can generate various reports regarding contacts and leads. exported into several formats. These reports can be Types of Reports 1. Contact Reports a. Contact Detail: Details information about a single contact. b. Contact Group: Details information about contacts assigned to a group. 2. Lead Reports a. Lead Assignment: Details lead assignment activity for leads assigned to the user. b. Lead Information Report: Detailed information about leads by contact last name, source, or lead type. c. Lead Source Daily report by source type. d. Lead Source Monthly report by source type. To Run a Report: 1. Click Contacts>Lead Reports. The Choose Report screen displays. 2. In the Reports drop down menu, select the report to run. 3. Enter the date range for the report. 4. Click Run Report. Page 17 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
19 Import Import allows you to import your contacts into Smart CRM from an external source. By default, contacts are added to the Leads group, unless you specify otherwise. To import contacts: 1. In Source, select the source for the import. 2. In Contact Groups, select the group(s) to which the contacts are to be imported. 3. Browse to find the list of contacts to be imported. 4. Click Import. NOTE Observe all file import specifications as explained on the Import Contacts page. Export Export allows you to export contacts from Smart CRM to an external source. To export contacts from Smart CRM: 1. Click ; the File Download dialog box appears. 2. Select to Open or Save the file. NOTE Export files are in.csv file format. Page 18 Copyright Real Estate Digital & CRMLS, Inc. All rights reserved. 5/3/2012
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