Customer Progress s Enhancement

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Brendan Nelson
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1 Dealer Business Management Software for Contract Furniture Dealers Customer Progress s Enhancement Version 2.0 / January or higher This module and all associated changes throughout the system adds a fully functional, authenticating Simple Mail Transport Protocol engine capable of sending s from the local workstations at various points during a job s progress through the system. Event Alert s can be configured individually using a visual WYSIWYG (What You See is What You Get) HTML editor. This editor is capable of accepting advanced HTML code also, for those that have a working HTML knowledge. Contacts can then be set up in the customer to receive some or all of the events. These contacts can then be attached to the proposal profile. These changes make for a very granular and robust progress system to improve your customer communications and feedback. Contents Configuring Server Settings... 2 Setting up the Progress Events... 4 Editing the Event Templates... 6 Setting up Recipients in TD... 9 Adding Configured Contacts to Individual Proposals Event Triggers in Detail Customer PO Received Estimated and Confirmed Install Dates Fully Invoiced Date Set Hour Delivery Notice Install Problem Resolved / Unresolved Purchase Order is Acknowledged Customer Followup Survey Running EOD (End of Day) Processes... 17

Configuring Email Server Settings The Primary SMTP server settings are located within the TeamAdmin utility.

2 Configuring Server Settings The Primary SMTP server settings are located within the TeamAdmin utility. You will need to consult with your TeamDesign administrator for access to this utility because it is not installed on all machines. Please also consult with your Network administrator to gather the required SMPT connection details. You will need the following information in order to properly configure the TeamDesign engine. - The URL for your server (example: smtp.hotail.com) - The port through which SMTP external s may be sent (25, 587, other) - The authentication security level required (SSL or no SSL required) - The User name and password used to authenticate s 1. Open Team Admin 2. Select the SYSTEM menu then the SETUP / Server Configuration option 3. The Configuration dialog will open. 4. All fields highlighted in yellow are required fields. a. Sender s address should be a valid address that can authenticate through your SMPT server. An invalid address here will result in failed s. b. SMTP mail server address will be the URL provided to you by your network admin c. SMTP port will be the port value provided to you by your network admin d. Check the Secure Login Required box if your host requires SSL e. Senders account login ID is the user name provided to you by your network admin f. Senders password is the password value provided to you by your network admin 2 P a g e

5. A test email can be sent from this dialog that will provide a generic message stating if the settings are functional or not.

3 5. A test can be sent from this dialog that will provide a generic message stating if the settings are functional or not. The message will not identify what setting is invalid in the event of a failure. 6. Click the SAVE button to accept the settings or EXIT to close without saving. 3 P a g e

Setting up the Progress Events Email events will be triggered and occur at various points throughout the TeamDesign system. A list of the currently available events and their triggers are listed here.

4 Setting up the Progress Events events will be triggered and occur at various points throughout the TeamDesign system. A list of the currently available events and their triggers are listed here. The s are all triggered by manually entering information into a field within TeamDesign, adding a record into the system or initiated via a button / menu or end of day process. Event Name Trigger Trigger method Customer PO Received Customer PO number added Data entered into field Estimated Install Date Set Projected Install Date added Data entered into field Confirmed Install Date Set Confirmed Install Date added Data entered into field PO Acknowledged PO notes added into PO Data entered into field Installation Problem Unresolved Manual Execution Button / Menu execution Installation Problem Resolved Manual Execution Button / Menu execution 24 Hour delivery Notice Manual Execution Button / Menu execution Fully Invoiced Date set Manual Execution End of Day Process Survey / Followup Notice Manual Execution End of Day Process Each event can be configured independently from within TeamAdmin. 1. Open Team Admin 2. Select the SYSTEM menu then the SETUP / Trigger Events Configuration 4 P a g e

5 3. The event configuration dialog will open 4. From the drop menu select each event that you will use and configure appropriately. 5. Each event can be configured to be active by checking the Activate button. This is a system wide setting making each event available to anyone in the system. 6. Each event can be configured to have a unique Default Subject Line, appropriate invoice, and project numbers for the s. 7. There is also a check box that will auto save the event settings upon exiting the dialog. 8. The large EDIT TEMPLATE button will be discussed in the next section. 9. A test can be sent from this dialog to test any changes that have been made to the template. 5 P a g e

Editing the Event Templates Clicking on the EDIT TEMPLATES button will open the HTML editor for the selected event. This is a WYSIWYG visual editor.

These anchors are placeholders to show where the blocks of data pulled from the TeamDesign system will be.

6 Editing the Event Templates Clicking on the EDIT TEMPLATES button will open the HTML editor for the selected event. This is a WYSIWYG visual editor. This means items can be added or manipulated using the User Interface buttons and options. There are data anchors already present in the template wen the editor is open such as [ProposalNr]. These anchors are placeholders to show where the blocks of data pulled from the TeamDesign system will be. These anchors can be removed but it is advised that regardless of the layout of the that these anchors remain. Below is an explanation of the main UI of the Template Editor. 1. The floppy disk icon will save the template including any changes made. The Arrow/Door icon will exit the editor without saving any changes made 2. The drop menu allows template selection while in the Template editor. 6 P a g e

3. The Add Tag icon allows adding of any of the default anchor tags for each template. A dialog box will appear allowing you to select from the available anchor tags for the current template. 4.

7 3. The Add Tag icon allows adding of any of the default anchor tags for each template. A dialog box will appear allowing you to select from the available anchor tags for the current template. 4. The four arrow box button resets the template to its default values. 5. The windows menu icon and the pencil icon allow viewing and editing of the raw HTML code. These are considered advanced tools and should only be used by those with knowledge of HTML code. 7 P a g e

8 6. The monitor icon and the chart icon buttons are both color selectors and open a standard web safe color selector dialog. 7. The second row of icons contains standard Text editing tools including copy, paste, align left-right-justify, and indent and outdent. 8. There are several icons that represent standard web page editing tools allowing the addition of graphical elements to the such as ordered and unordered lists, horizontal lines, tables, images and clickable HTML/URL links. These are considered advanced tools and should only be used by those with knowledge of HTML code. 9. When adding an image to the the image is digitized and stored as code so the origin image and its path are not required once the template is configured. A user with knowledge of HTML code can include cascading style sheets and other code that can further enhance the s sent via the EDIT HTML functions. 8 P a g e

9 Setting up Recipients in TD Contacts in TeamDesign are setup individually within each customer s profile in TeamDesign. This list of per customer contacts can then be further refined by attaching only certain configured contacts to each proposal for that customer. These contacts are used for several things throughout the TeamDesign system not just the progress s. To set up a contact use the following steps: 1. Open TeamDesign 2. Go to CUSTOMERS / MAINTENANCE or click the CUSTOMERS button in the ribbon bar to open the master list of customers. 3. Locate the customer that you would like to add recipients to by using the Quick Find. 4. Double click the customer and its PROFILE button 5. Select the CONTACTS tab 6. Click the NEW button 7. Complete the contact information fields. 8. Click to place a check next to the events this contact should receive. 9. Click the SAVE button to complete this contact. Contacts can be set up here for BOTH internal recipients i.e. your internal staff, as well as external recipients such as the end customer or an install crew. 9 P a g e

Adding Configured Contacts to Individual Proposals 1. Go to CUSTOMERS / PROPOSALS / MAINTENANCE or click on the PROPOSALS button in the ribbon bar to open the master list of proposals. 2.

10 Adding Configured Contacts to Individual Proposals 1. Go to CUSTOMERS / PROPOSALS / MAINTENANCE or click on the PROPOSALS button in the ribbon bar to open the master list of proposals. 2. Locate the proposal that you would like to add recipients to by using the Quick Find. 3. Double click on the proposal number and its PROFILE button 4. Select the events tab 5. Double clicking an AVAILABLE contact will move it from the left column to the right making it a SELECTED CONTACT. 6. This process can be undone in the same fashion by double clicking on the contact in the right SELECTED CONTACTS column 10 P a g e

11 Event Triggers in Detail 1. Customer PO Received To trigger this event a value must be entered into the CUSTOMER PO# field within the proposal profile on the PROJECT INFORMATION tab CUSTOMERS / PROPOSALS / MAINTENANCE / DOUBLE CLICK a PROPOSAL NUMBER / CHOOSE PROFILE BUTTON / SELECT PROJECT INFORMATION tab 2. Estimated and Confirmed Install Dates To trigger this event a value must be entered into the PROJECTED INSTALLATION field for ESTIMATED and/or the CONFIRMED INSTALLATION field within the proposal profile on the PROJECT INFORMATION tab CUSTOMERS / PROPOSALS / MAINTENANCE / DOUBLE CLICK a PROPOSAL NUMBER / CHOOSE PROFILE BUTTON / SELECT PROJECT INFORMATION tab 11 P a g e

3. Fully Invoiced Date Set To trigger this event a value must be entered into the FULLY INVOICED field

12 3. Fully Invoiced Date Set To trigger this event a value must be entered into the FULLY INVOICED field within the proposal profile on the COMMISSIONS tab CUSTOMERS / PROPOSALS / MAINTENANCE / DOUBLE CLICK a PROPOSAL NUMBER / CHOOSE PROFILE BUTTON / SELECT COMMISSIONS tab Hour Delivery Notice CUSTOMERS / PROPOSALS / MAINTENANCE / DOUBLE CLICK a PROPOSAL NUMBER / CHOOSE PROFILE BUTTON / SELECT PROJECT INFORMATION tab To trigger this event Click on the 24HR event button. (disk/card icon) If the confirmed install date has passed or is not tomorrow this event will prompt with a message rather than transmit an P a g e

13 5. Install Problem Resolved / Unresolved To trigger these events installation problems must be added to proposals within TeamDesign. CUSTOMERS / PROPOSALS / MAINTENANCE / DOUBLE CLICK a PROPOSAL NUMBER / CHOOSE INSTALLATION PROBLEMS radio button / click SELECT 13 P a g e

Click on the Install problems event button.

installation issues or RESOLVED installation issues or cancelling of the email

NOTE: To prevent repeat emails once all resolved event emails have been sent

14 Click on the Install problems event button. (disk/card icon) A new dialog will open allowing a selection of either OPEN installation issues or RESOLVED installation issues or cancelling of the event entirely. NOTE: To prevent repeat s once all resolved event s have been sent for the installation problems on a proposal you must MANUALLY delete the install problem from the list. CUSTOMERS / PROPOSALS / TRANSACTIONS / INSTALLATION PROBLEMS / 14 P a g e

15 Click on the VIEW menu and select HISTORICAL RECORDS. Select the record to be deleted by clicking on it once. Go to the EDIT menu and select DELETE to permanently remove the record. 15 P a g e

6. Purchase Order is Acknowledged To trigger this event PO notes must be added to the PO screen for the PO in question. Locate the PO that you would like to trigger by using the Quick Find.

16 6. Purchase Order is Acknowledged To trigger this event PO notes must be added to the PO screen for the PO in question. Locate the PO that you would like to trigger by using the Quick Find. VENDORS / PURCHASE ORDERS / TRANSACTIONS / ACKNOWLEDGMENTS / DOUBLE CLICK a PO NUMBER / the PO detail window will open. PO notes must be entered into the comments field and an ACK DATE must be added to the ACK DATE field. The SEND ACK NOTICE button will appear and allow sending of this Customer Followup Survey To trigger this event at least ONE of the following criteria must be met: - The customer must have at least one AR invoice within the chosen date range (see End of Day Processes section) - The AR invoice must have a total sell value including tax of 25, dollars or greater - The Customer must NOT have received a survey in the last 180 days - The customer must have changed from a prospect to a true customer within the chosen date range. This date is set when the Basic Profile section of the Marketing tab of the customers profile changes from a P (prospect) to a C (customer). 16 P a g e

Running EOD (End of Day) Processes Due to the nature of the data involved there are two email events that must be run manually as an end of day process.

Here you may enter any date range you would like to use. End of day is only a suggestion. This could easily be used as an end of week or end of month process as well.

17 Running EOD (End of Day) Processes Due to the nature of the data involved there are two events that must be run manually as an end of day process. From the TeamDesign main screen click on the SYSTEM menu and choose the END OF DAY PROCESSES option. The Process dialog box will appear. Here you may enter any date range you would like to use. End of day is only a suggestion. This could easily be used as an end of week or end of month process as well. There are two check boxes that allow running of the Survey notification independent of the Invoiced in Full notification. Clicking the SEND button will scan the data records for matches and send the s immediately. 17 P a g e

Once the emails have been sent you will receive an onscreen alert summarizing the results.

18 Once the s have been sent you will receive an onscreen alert summarizing the results. Please contact Technical Support if you have any questions. Phone or 18 P a g e

Customer Notifications and Communications

Customer Notifications and Communications Customer Email Notifications and Communications SuccessWare 21 allows you to communicate directly with customers, vendors and your technicians by utilizing your existing email service to send messages.