CRM Overview Opportunities, Sales and Marketing Tools

Transcription

1 CRM Overview Opportunities, Sales and Marketing Tools Presented by: Jennifer Bankos

2 Objectives Set up the system to use Opportunity Maintenance Enter and track leads through Opportunity Maintenance Set up pipeline reports for managers and salesreps Create marketing opportunities with blasts and mail merge. Utilize P21-Outlook integration for keeping track of customer correspondence

3 Sales Force Automation Opportunity tracking Define sales leads Manage customer issues Sales Management Inquiry Pipeline capabilities

4 System Settings Display opportunities in CMI, OE, FC, RMA Entry, Mfg Rep Orders and Service Order Entry

5 Salesrep Security Limited salesrep security Sales managers can be assigned to salesreps Managers can be restricted to their own salesrep numbers and all subordinates quickly and easily Salesrep Maintenance and CRM Security Maintenance for setting up chain of command Security limits users in 3 areas CMI, Sales Management Inquiry and Opportunity Maintenance

6 Sales Manager ID Sales manager can access salesrep s customers and transactions Acts as supervisor in Sales Management Inquiry, Opportunity Maintenance, and CMI

7 CRM Security Maintenance CRM Security Maintenance applies to CMI, Opportunity Maintenance and Sales Mgmt Inquiry Can only see customers and opportunities of salesrep listed

8 CRM Security Maintenance Enter Admin s salesrep id as Sales Mgr ID for Sales Supervisor Enter Admin s salesrep id as Salesrep ID in CRM Security Maintenance

9 Sales Force Automation System Menu Territory Definitions Lost Sales Code Sales Cycle Setup Competitor Maintenance

10 Territories System Setup / System / System Settings

11 Territory Maintenance Add, edit and delete territories User defined territories for your business needs

12 Territory Group Maintenance Organize territories into groups Territory may belong to more than one group Territories tab to list territories belonging to group

13 Territory Use Customer and Ship To Maintenance have Territory tabs for assigning territories to customers and or ship tos RMB click for options to copy territories to ship tos, disable territories and enable territories

14 Lost Sales Code Maintenance Create Lost Sales Codes for both Orders lost and and Opportunities lost

15 Lost Sales Code Maintenance Affect Usage On: Lost sales assigned a Lost Sales ID with Affect Usage turned on will impact usage for the item Off: Lost sales assigned a Lost Sales ID with Affect Usage turned off will not impact usage IE: 10 cancelled, 10 remain as usage amount Checkbox only accessible if usage captured at OE Important for customer service purposes Record sale even if you couldn t meet a customer s need for inventory so you ll have it next time

16 Enabling Lost Sales Tracking Enable Lost Sales Tracking in Company Maintenance Determine which posting areas to use first Ease employees into using them, don t turn all on at once Choose the posting action for each area Auto Approve requires a Lost Sale Code Prompt can be set up with/without a Lost Sale Code

17 Lost Sales Report Report shows lost sales, including opportunities

18 Lost Sales Report Tabs Criteria Tab enter parameters to limit report Lost Sales Report Tab presents results of lost sales in a spreadsheet format Can print or print preview the report Competitors Report Tab available if viewing an opportunity on Lost Sales Report Tab Displays winning competitor and reason for loss

19 Competitor Maintenance

20 Sales Cycle Setup Define process of your sales cycle Step 1 - Opportunity Statuses Enter Status, Description, Win/Loss Indicator and whether to Mark Opportunity as Completed or not Only 1 status can have default status for new opps

21 Sales Cycle Opportunity Types Optional tab to differentiate between different types of leads Parameter in Sales Management Inquiry User defined types, descriptions and statuses

22 Sales Cycle Opportunity Stages Stages of movement through sales cycle Sequenced to progress in logical order Drag and drop to change sequence Probability % is likelihood opportunity will be won at that point in the process

23 Sales Cycle Opportunity Steps Breaks each stage down into smaller steps Drag and drop to put in logical sequence Display as Next Step in Opportunity Maintenance

24 Opportunity Maintenance Track opportunities before becoming quotes Start opportunity with little information, build as the project progresses

25 Opportunity Maintenance Track ownership of opportunities by salesrep, location, territory, and the person who is responsible for the next step of the project

26 Opportunity Maintenance Opportunity statuses, sales stages, and next step required are all user-defined, for customizability and fit for your company

27 Opportunity Maintenance Multiple contacts, with an opportunity-related role, can be linked to an opportunity Shows last touch indicator by contact

28 Audit Trail Tab RMB to attach electronic documents to the opportunity

29 Description and Products Tabs Free form area for detailed narrative of the opportunity Indicate which product groups are involved in the opportunity and report off of them

30 Tasks and Other Opportunities Tabs View open and completed tasks for this opportunity RMB click to add another task for this opportunity View other open and completed opportunities for this customer as well as their related tasks

31 Competition Tab Track your competitors for each opportunity, and see their strengths, weaknesses, and other information related to them

32 Quote / Order / Invoice Tab Displays all quotes, orders and invoices linked to this opportunity Drill down and RMB options are available for more information Compare actual success with initial predictions

33 Opportunity Maintenance Additional points of interest: Quotes can be created from Opportunity Maintenance via a RMB click Contact Maintenance, Customer Maintenance, and Competitor Maintenance are all just a RMB click away When opportunity is flagged Complete, system reminds you of open tasks Opportunity Maintenance can be used to track customer cases/issues, using alerts and auto tasks to escalate cases based on severity

34 Sales Management Inquiry Graphical sales pipeline representation Forecasts based on probability of opportunities success Sales snapshot at sales manager level Salesrep comparisons of selected opportunities Statistics by fiscal period of won v. lost, broken down by salesrep Supporting opportunity detail readily available

35 Sales Management Inquiry Criteria-driven customizable Criteria can be saved and quickly recalled to see what you want to see, repeatedly All output is displayed on the screen for ready analysis Information can be saved as Excel spreadsheets for reports and further analysis

36 Sales Management Inquiry

37 Sales Management Inquiry

38 Pie chart broken down by territory, location, or salesrep

39 Pipeline by Stage gives immediate understanding of how your sales force is doing

40 Future opportunities forecast values based on probability of success, by both fiscal periods and quarters

41 Opportunity Detail Tab List of opportunities, either supporting other tabs, or as a stand-alone analysis tool Includes access to related tasks for each opportunity

42 Opportunity Detail Tab RMB options for Sort RMB options for Services Save As allows data to be saved as Excel, text, PDF Data can be opened in Excel and analyzed

43 Sales Snapshot Tab Sales information based on fiscal year to date, for the entire salesrep, manager, location or territory

44 Salesrep Opportunity Comparison

45 Salesrep Opportunity Comparison Summary salesrep comparisons, with easy access to supporting detail

46 Opportunity Statistics

47 Opportunity Statistics Statistics of won and lost opportunities, with win percentage, per fiscal period, broken down further by salesrep

48 Opportunity List

49 Sales Management Inquiry Summary - Sales Management Inquiry provides the tracking and analysis of opportunities desired in a CRM system

50 Marketing Capabilities Marketing capabilities tracking blasts

51 Tracking Within Prophet 21 Ability to link s to Prophet 21 Stores the entire text, not an link, as completed tasks in Prophet 21 Documents that are linked to the will be accessible in the completed task Both incoming and outgoing s can be linked Multiple s can be selected and linked at once Connections are made to the contact and customer based on the address

52 System Settings for Tracking Setup / System Setup / System / System Settings

53 Tracking Within Prophet 21 Link at the click of a button Highlight multiple s in the incoming or outgoing folders for linking

54 Tracking within Prophet 21 Link at a click of the button Send and link using one click for outgoing s

55 Tracking Within Prophet 21 Log into Prophet 21 only required the first time linking is done each day

56 s displaying in Task History

57 s displaying in Task History

58 Blasts Many fields in Contact Fast Edit for the selection of contacts blast sent to selected contacts on the Customer Blast tab Called via a RMB click Select template to send, or send free form Uses Microsoft Word template and mail merge functionality Templates include Prophet 21 tokens Create Mailing list by RMB click

59 Blasts Click the Create Mailing List RMB option to save mailing list for future Click BLAST to send these contacts an

60 Blasts

61 Summary Enter and track leads through Opportunity Maintenance Utilize Opportunity Maintenance for customer issue resolution Create marketing opportunities with blasts and mail merge. Utilize P21-Outlook integration for keeping track of customer correspondence

62 For More Information Prophet 21 Help Files Visit us on the web: View Educational Services course offerings Browse Documentation Version 12.0 New Sales Processing Features Search the Solutions database Submit a Support case your Customer Account Manager cams@epicor.com

63 Customer Relationship Courses CRM Overview: Opportunities, Sales and P21 Outlook Integration Opportunity Maintenance Sales Management Inquiry Communicating with customers via blasts, mail merge, linked documents and P21-Outlook integration On-demand Interactive LMS classes Preparing Your System for CRM Utilization Improving Customer Service With Task Management Entering Contacts