Quick Guide for Customer Relationship Management

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Agnes Mitchell
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Quick Guide for Customer Relationship Management General Objective: Explain in a fast and accurate way the basic steps for Customer Relationship Management. 1-Calendar Appointments.

1 Quick Guide for Customer Relationship Management General Objective: Explain in a fast and accurate way the basic steps for Customer Relationship Management. 1-Calendar Appointments. 2-Customers,Leads & Prospects Creates records of Customers, Leads & Prospects. 3-Proposals Proposal Entry and generation of reports. 4- Calls, Visits & Expense logs Keeps records of calls, visits and expenses. 5-Incidents Through this section can be generated a report for Incidents and Customer Issues. Sales Managment Window# 1 1

To create appointments please follow the steps shown on the following window.

2 1-Calendar When you click this section a Calendar window will prompt on your screen, showing the current date. You will be able to arrange the View of the Calendar either by day or week. To create appointments please follow the steps shown on the following window. Window # 2 Calendar 2-Customer, Leads & Prospects Window # 3 During this section will be managed the additions and editions of Customers, Leads and Prospects. Throughout the following windows will be explained the content and functionality of this segment. 2

2 a Leads Entry When this step is selected if it is not your first Lead in the system, will appear on the screen a list of all the records previously created which can be

Window # 4 The creation of Leads starts with the window#5 which will show at your screen after clicking on the New ( ) icon located in the Home Tab (Window#4).

3 2 a Leads Entry When this step is selected if it is not your first Lead in the system, will appear on the screen a list of all the records previously created which can be arranged in a ascending or descending order by clicking on the different tabs located at the top bar as shown bellow. Window # 4 The creation of Leads starts with the window#5 which will show at your screen after clicking on the New ( ) icon located in the Home Tab (Window#4). You may use the magnifying glass ( ) to make searches, additions, deletions and updates. ***Leads could be converted in Prospects also; once the information is saved the system will ask if you want to do the convertion. Ventana#5 Leads New Record ( ) 3

1-Division Select from the dropdown box the division for which the Lead is being created. 2-Class It will be selected depending on the priority that wants to be assigned.

4 1-Division Select from the dropdown box the division for which the Lead is being created. 2-Class It will be selected depending on the priority that wants to be assigned. 3-Status: Select from the dropdown box the status that will be assigned to the lead. 4-Lead Information General and contact Information of the Lead. 5-Assign to Either use the help of the magnifying glass ( ) to find the Sales rep. who will be assigned the lead to or the user may enter it manually. 6-Contact Information of the contact person within the Lead. 7-Comments The user can add to the lead record any other comment at this section. Prospects When this step is selected if it is not your first Prospect in the system, will appear on the screen a list of all the records previously created which can be arranged in ascending or descending order by clicking on the different tabs located at the top bar as shown bellow. Window#6 Prospects The creation of Prospects starts with the window#7 which will show at your screen after clicking on the New ( ) icon located in the Home Tab (Window#6). You may use the magnifying glass ( ) to make searches, additions, deletions and updates. 4

5 Window#7 Prospects New Record ( ) 1-Division Select from the dropdown box the division for which the Prospect is being created. 2-Class It will be selected depending on the priority that wants to be assigned. 3-Status: Select from the dropdown box the status that will be assigned to the Prospect. 4-Lead General and contact Information of the Prospect. Information 5-Assign to Either use the help of the magnifying glass ( ) to find the Sales rep. who will be assigned the lead to or the user may enter it manually. 6-Contact Information of the contact person within the Prospect. 7-Comments The user can add to the Prospect record any other comment at this section. 8-Save & Close Saves the information added to the record generating a new prospect. 3-Propossal In this section are created and edited proposals including Analysis reports. The different options will be explained through the following pages. 5

6 Window #8 Proposal Entry When this step is selected if it is not your first Proposal in the system, will appear on the screen a list of all the records previously created which can be arranged in ascending or descending order by clicking on the different tabs located at the top bar as shown bellow. Window # 9 Proposal The creation of Proposal starts with the window#10 which will show at your screen after clicking on the New ( ) icon located in the Home Tab (Window#9). You may use the magnifying glass ( ) to make searches, additions, deletions and updates. 6

7 Window #10 Proposals New Record ( ) 7

1-Proposal # 2-Service Type 3-Division 4-Type 5-Status: 6-Customer 7-From 8-Process Dates 9-Terms 10-Billing Rates 11-Service Details 12-Rate details Air/Ocean/ Land The Proposal # is generated

8 1-Proposal # 2-Service Type 3-Division 4-Type 5-Status: 6-Customer 7-From 8-Process Dates 9-Terms 10-Billing Rates 11-Service Details 12-Rate details Air/Ocean/ Land The Proposal # is generated automatically by the system once the information entered in this window is saved. Select from the dropdown box the type of service (Export/Import/Local/Combined) Select from the dropdown box the division for which the Proposal is being created Proposal Type (Prospect/Customer/Agent). The status will be modified through the different steps. The user can select the status manually or the system will be doing the status update automatically. General Information of the Prospect/Customer/Agent, The user may use the help of the magnifying glass ( ) to make the selection. With the help of the magnifying glass find the User that is creating the Proposal. Periods of time on which the Proposal has been processed. Select from the dropdown box terms in days. By clicking this box, once the proposal is approved those rates (Air/Ocean) will be converted in billing rates for the Customer on the proposal. Make a right click to add the services that will be provided. See window # 11 for more details. Through this section will be added the rate details, See windows # 12 on the following pages. Service Details To add Services Details make a right click and a New Services Details window will prompt on your screen as indicate at the following window. Window # 11 Services Charges and Rates In order to add charges and other services( Air/Ocean/Land) first, select the specific tab on which will be included the rates and then make a right click within the white space, a second window will appear on the screen. See windows bellow for more details. 8

Destination will change depending on the Selected Tab Air/Ocean/Land/Other. Includes service type.

9 Window # 12 Air/Ocean/Land/Other 1-Origin 2-Destination 3-Svc Type 4-Bill Rates Details 5-Charges Details Continuación Ventana#8b The point of Origin will change depending on the Selected Tab Air/Ocean/Land/Other. Destination will change depending on the Selected Tab Air/Ocean/Land/Other. Includes service type. Through this section will be added the billing rates. See window # 12 a bellow. Within this window will be added the charges details. This window will be explained bellow. Rate Details 9

1-Billing Code 2-Commodity 3-Unit/From/To 4-Rate 5-Amt Fixed 6-Minimum 7-Currency 8-Additional Charges 9-Ok 10-Cancel With the help of the magnifying glass find the specific billing code.

10 1-Billing Code 2-Commodity 3-Unit/From/To 4-Rate 5-Amt Fixed 6-Minimum 7-Currency 8-Additional Charges 9-Ok 10-Cancel With the help of the magnifying glass find the specific billing code. Any Billing Code update must be performed by the Accounting Department. Select from the dropdown box the commodity. Unit and range to which apply the rate. Rate amount. Amount fixed that will apply in case necessary. Mínimum amount. Currency that will apply. In case additional charges need to be added by making a right within this section the user will be able to make the addition. Save the information included. Cancel the window disregarding the information previously included. Cont. Window #8 Proposals 10

1-Additional Charges Other Charges not related with Air/Ocean/Land freight. 2-Included With the help of the magnifying glass find the terms previously defined to be included in the proposal.

11 1-Additional Charges Other Charges not related with Air/Ocean/Land freight. 2-Included With the help of the magnifying glass find the terms previously defined to be included in the proposal. 3-Not Included Terms that will not be included in the proposal. 4- General Conditions With the help of the magnifying glass find the General Conditions which will be add to the proposal. 5- Financial Conditions With the help of the magnifying glass find the General Conditions which will be add to the proposal. ***Once the user finish adding the information for the proposal the user must click on the save Icon located at the Top Menu in order to update and save the Proposal. 3B- Proposal Status Report This report will generate a list of the proposal based on the criteria selected by the user. Ventana#9 Proposals Status Report 11

By selecting from the TYPE dropdown box Customer or Agent will be

12 3C- Proposal Times Report This report provides a description of the proposals based on the sent time. By selecting from the TYPE dropdown box Customer or Agent will be generated the according report. Window #10 Proposals Sent Time Report 4 Calls, Visits & Expense Logs 12

4.1- Call & Visit Log When this step is selected if it is not your first Call & Visit log in the system, will appear on the screen a list of all the records previously created which can be arranged

13 4.1- Call & Visit Log When this step is selected if it is not your first Call & Visit log in the system, will appear on the screen a list of all the records previously created which can be arranged in ascending or descending order by clicking on the different tabs located at the top bar as shown bellow. Window #11 Call & Visit Logs The creation of Call & Visits log starts with the window#12 which will show at your screen after clicking on the New ( ) icon located in the Home Tab (Window#11). You may use the magnifying glass ( ) to make searches, additions, deletions and updates. Window #12 Call & Visits New Record ( ) 13

1-Event Type Event Type (Call, visit, email, etc). 2-Division Office. 3-Contact Type Lead, Prospect or Customer. 4-Name Information of the Person/Company that is being contacted.

14 1-Event Type Event Type (Call, visit, , etc). 2-Division Office. 3-Contact Type Lead, Prospect or Customer. 4-Name Information of the Person/Company that is being contacted. 5-Contact Information of the Contact Person. 6--Log Actual Date Date of the call/visit. 7-Follow up Follow up date. 8-Appointment Appointment date. 9-Comments Additional Comments. 10-Save & Closed Save & Close the information returning to Window#11. Calls & Visits Logs. 11-Closed - Exit Closes window #12. 4B- Expenses Log When this step is selected if it is not your first Expense log in the system, will appear on the screen a list of all the records previously created which can be arranged in ascending or descending order by clicking on the different tabs located at the top bar as shown bellow. Window#13 Expense Log The creation of the Expenses log starts with the window#14 which will show at your screen after clicking on the New ( ) icon located in the Home Tab (Window#13). You may use the magnifying glass ( ) to make searches, additions, deletions and updates. 14

After making a right click as shown in the figure above a new window will appear on the screen where

15 Window #14 Expenses New Record ( ) 1-Division 2-Status 3-Employee 4-Expense Details Window # 14 A Office location. Status of the transaction. Employee Information. After making a right click as shown in the figure above a new window will appear on the screen where the user may enter de expenses details. If more than one expense needs to be entered it can be done by doing the same procedure. Detalles de gastos. 15

16 1-Date Expenses date. 2-Amount/Type Type the amount of the expense and also with the help of the magnifying glass ( ) select its type. 3-Purpose/Reason Within this box the user may add the reasons and purpose for the expenses. 4-Comments Additional comments. 5-Ok Saves and closes the information. 6-Cancel Closes the window. Call & Visit Logs Report This report will generate a description of the calls & visit that were registered in the system. Window #15 Calls & Visits Report 16

17 Calls & Visits Follow-up Report Expenses Report Window #17 17

created which can be arranged in ascending or descending order by clicking on the different tabs located at the top bar as shown bellow.

18 5 Incidents Throughout this section are created and edited incidents. 5a Incidents When this step is selected if it is not your first Incident in the system, will appear on the screen a list of all the records previously created which can be arranged in ascending or descending order by clicking on the different tabs located at the top bar as shown bellow. Window #18 Incidents The creation of the Incidents starts with the window#19 which will show at your screen after clicking on the New ( ) icon located in the Home Tab (Window#19). You may use the magnifying glass ( ) to make searches, additions, deletions and updates. 18

Window #19 Incidents New Record ( ) 1-Division 2-Status 3-Name 4-Contact 5-Incident 6-Follow up 7-Comments 8-Print 9-Save & Closed 10-Closed - Exit Office location.

19 Window #19 Incidents New Record ( ) 1-Division 2-Status 3-Name 4-Contact 5-Incident 6-Follow up 7-Comments 8-Print 9-Save & Closed 10-Closed - Exit Office location. Status of the record Name of the client Contact information. Type of Incident Follow date. Additional Comments. Document Impression. Saves and closes the information. Closes the window. 19

20 5b Incidents Report Based on the criteria selected by the user will be generated a report for Incidents. Window #20 Incidents Report 5c Incidents Follow-up Report Window #21 20

Using Online Activity Center

Using Online Activity Center Creating custom views in the Activity Center You can select up to six fields to control which data appears in the Activity Center for each transaction type. For example, a