Customer Relationship Manager

Transcription

1 Procura Health Management Systems Contact Procura Corporate Office: 1112 Fort St., Suite 600 Victoria BC, Canada, V8V3K8 Phone: FAX: Software version Procura 7 Documentation version Last Update Date Related Guides

2 Copyright All rights reserved. Develus Systems Inc. Any technical documentation that is made available by Develus Systems Incorporated is the copyrighted work of Develus Systems Incorporated and is owned by Develus Systems Incorporated. Information contained here is subject to change without notice and does not represent a commitment on the part of Develus Systems Incorporated. This documentation is furnished as part of the licensed software program it describes and is subject to all the terms and conditions of the license agreement. No copyright of the documentation is hereby transferred. Every effort has been made to ensure the accuracy and completeness of the information in this documentation. Develus Systems Incorporated accepts no responsibility for errors or omissions contained herein. The software and/or databases described in this document are furnished under a license agreement or non-disclosure agreement. The software and/or databases may be used or copied only in accordance with the terms of the agreement. It is against the law to copy the software on any medium except as specifically allowed in the license or non-disclosure agreement. The Purchaser may make a backup copy of the software for backup purposes only. No part of this manual and/or databases may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or information storage and retrieval systems, for any purpose other than the purchaser s personal use, without the written permission of Develus Systems Incorporated. TRADEMARKS: Procura and Procura Community Health Systems is a registered trademark of Develus Systems Incorporated. All other brand and product names are trademarks or registered trademarks of their respective companies. Part of our continuing commitment to customer support and instruction.

3 Confidentiality and Distribution Limitations Intended Recipient The information contained in this document is privileged and confidential information intended for the use of the individual or entity to which it is distributed by an authorized employee of Develus Systems Incorporated. If you are the reader of this document and did not receive it directly from an authorized employee of Develus Systems Incorporated; or if you are not an employee or agent who is responsible to deliver this document to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this document is strictly prohibited. Confidential Information, Distribution Limitations This document is submitted by Procura (incorporated as Develus Systems Inc.) in good faith guided by the principles described herein. This document is for informational purposes only and does not constitute a contract or an offer to contract. Copyright of this document is retained by Procura. Procura hereby grants the intended recipients (known hereafter as the Customer ) unlimited rights to copy and distribute this document to evaluation staff and advisors under the following conditions: 1. The Customer will consider this information to be confidential and proprietary to Procura and will not release this document to any persons, other than internal evaluation staff and advisors, without first obtaining Procura s express written permission. 2. The Customer agrees that all information contained in this document, and any additional information supplied by Procura, is confidential and proprietary to Procura and is presented solely for use by the Customer for the purposes of review and analysis. The Customer agrees that other use thereof, including disclosure of this information to third parties, is strictly prohibited without the expressed written consent of Procura, except under the following conditions, where all conditions must be present: a. The express, prior written consent of Procura has been requested and received; b. The disclosure of information is for the sole purpose of review and analysis; c. All third parties are explicitly named, including: i. Given and Surname, ii. Affiliation to the Customer, iii. Employer and/or contractor name, iv. Position and title; d. A written agreement is signed by the Customer and Third Parties to respect the proprietary and confidential nature of Procura and all related documentation; e. The Customer will send a copy of said written agreement to Procura prior to the disclosure of the information; and f. The Customer will not make any reference to Procura, or any customers of Procura that are disclosed herein in any literature, promotional materials, brochures or sales presentations without the express written permission of Procura. The Customer will not assign or transfer any rights and privileges contained in this document without obtaining written consent of Procura. Procura respectfully requests that should any of the above noted conditions be deemed unacceptable to the Customer, that a representative of the Customer immediately contact Procura for discussion and revision of the conditions before proceeding with the document review. Please contact: Procura Help Desk Phone: support@goprocura.com

4 Table Of Contents Customer Relationship Manager... 5 To View a Contact... 6 The CRM Form... 8 To Add a Person... 9 To Add an Organization To Add an Organizational Contact To Create a Client Record out of a Contact Record To Add Additional Information To Add a Comment To Work with a Task To Work with a Dated Note Importing/Exporting To Import Coordinators To Import Contacts To Import Formal Contacts To Import Informal Contacts The Export from Customer Relationship Manager Form To Export All Contacts To Export Selected Contacts Appendices What do I do for an ADO connection? What to do if a contact I am adding already exists in the CRM iv

5 Customer Relationship Manager The Customer Relationship Manager (CRM) stores the contacts to whom your clients and employees relate. These include people, organizations and people who work in an organization. Once this database of contacts is stored in the CRM, you can re-use them wherever necessary. The database of information can be used as a standalone application or you can integrate it with other Procura applications. 5 of 52

6 To View a Contact 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 2. Search for and select your contact from the table. 6 of 52

7 3. Click Edit. The Contact Information, Organization Information or Organizational Contact window displays the General tab. 4. If you want to see additional information that pertains to your contact, click the Additional Information tab. 5. If you want to see tasks and dated notes that pertain to your contact, click the Tasks/Dated Notes tab. 6. If you want to see comments that pertain to your contact, click the Comments tab. 7 of 52

8 The CRM Form The Customer Relationship Manager form enables you to add, edit and print your database of contacts. This information is displayed in a table. Beneath the table you can display additional information or comments that have been stored about a specific contact, as well as any dated notes or tasks that pertain to them. Edit (enables you to edit the contact you select from the table below) Add (enables you to add a contact) Print (prints a list of your contacts) Filters (enable you to refine a search for contacts or organizations) 8 of 52

9 To Add a Person 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 9 of 52

10 2. Click Add. The New Contact window displays. 10 of 52

11 3. Select Contact. 4. Click Yes. The Contact Information window displays. 11 of 52

12 5. Fill in all required information. 6. Click Departments in the Reference Information section. If you are asked to confirm, click Yes to display the Contact Departments window. Otherwise see Appendix: What to do if my contact already exists. 7. Move from the Available table to the Attached table the departments to which you want to add your contact. 8. Click Close to return to the Organization Information window. 7. Click OK. 8. Click Yes to confirm. 12 of 52

13 To Add an Organization 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 13 of 52

14 2. Click Add. The New Contact window displays. 14 of 52

15 3. Select Organization. 4. Click Yes. The Organization Information window displays. 15 of 52

16 5. Fill in all required information. 6. Click Departments in the Reference Information section. If you are asked to confirm, click Yes to display the Contact Departments window. Otherwise see Appendix: What to do if my contact already exists. 7. Move from the Available table to the Attached table the departments to which you want to add your contact. 8. Click Close to return to the Organization Information window. 9. Click OK. 10. Click Yes to confirm. 16 of 52

17 To Add an Organizational Contact 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 17 of 52

18 2. Click Add. The New Contact window displays. 18 of 52

19 3. Select Organizational Contact. 4. Click Yes. The Organizational Contact Information window displays. 5. From the Organization drop-down box, select the organization with which your contact is affiliated. 6. Fill in all other required information. 19 of 52

20 7. Click Departments in the Reference Information section. If you are asked to confirm, click Yes to display the Contact Departments window. Otherwise see Appendix: What to do if my contact already exists. 8. Move from the Available table to the Attached table the departments to which you want to add your contact. 9. Click Close to return to the Organization Information window. 10. Click OK. 11. Click Yes to confirm. 20 of 52

21 To Create a Client Record out of a Contact Record 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 2. Search for and select your contact from the table. 3. From the Edit menu, select Register as Client. 21 of 52

22 4. Click Yes to confirm. The Select Department window displays. 5. From the Department drop-down box, select the department to which you want your client assigned. 6. From the Contact Status drop-down box, select the status you want your contact to retain in the CRM. 7. Click OK. The Client Status window displays. 8. From the Status drop-down box, select the status you want to assign to your contact when they are recorded as a client. 9. In the Effective Date drop-down box, select the date the status became effective. 10. From the Reason (Default) drop-down box, select the reason for the change in status. 22 of 52

23 11. If you want to see more options, click Show. 12. Fill in all other required information. 13. Click OK. The Accept Client Status Changes window displays the proposed deletion in red and the proposed addition in green. 23 of 52

24 14. Click OK. The Client Information form displays. 15. Fill in all required information. 16. Click OK to return to the Customer Information Manager form. *Note: This process can also be accomplished directly from the Contacts tab in the Client Information form, using the right-click method. 24 of 52

25 To Add Additional Information 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 2. Search for and select your contact from the table. 3. Click Edit. The Contact Information, Organization Information or Organizational Contact window displays the General tab. 25 of 52

26 4. Click the Additional Information tab. 26 of 52

27 5. Click Add/Del. The Contact Additional Information window displays. 6. Move from the Available table to the Attached table those pieces of information that you want to add. 7. Click Close to return to the Additional Information tab. 8. From the Sub-Category table, select the first piece of information to which you want to add a sub-category. 9. Click Edit. The Contact Additional Information window displays. 10. Fill in the textbox in the Value section with the applicable data. 11. Fill in the textbox in the Reference section with the applicable data. 27 of 52

28 12. If you want to add a sub-category to another piece of information in your contact's record, use the buttons. 13. Click OK to return to the Contact Information, Organization Information or Organizational Contact window. To Add a Comment 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 28 of 52

29 2. Search for and select your contact from the table. 3. Click Edit. The Contact Information, Organization Information or Organizational Contact window re-displays the General tab. 29 of 52

30 4. Click the Comments tab. 5. Type your comments in the space provided. 6. Click OK. 30 of 52

31 To Work with a Task 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 31 of 52

32 2. Search for and select your contact from the table. 3. Click Edit. The Contact Information, Organization Information or Organizational Contact window displays the General tab. 32 of 52

33 4. Click the Tasks/Dated Notes tab. 5. If you want to work with the tasks on a specific planner, click the Planner checkbox, and then select the planner from the drop-down box. 6. If you want to forward a task, select the task from the Task Listing table, and then use the Forward button to forward the task. 7. If you want to add a new task, use the Add button above the Task Listing table. 33 of 52

34 To Work with a Dated Note 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 34 of 52

35 2. Search for and select your contact from the table. 3. Click Edit. The Contact Information, Organization Information or Organizational Contact window displays the General tab. 35 of 52

36 4. Click the Tasks/Dated Notes tab. 5. If you want to work with a specific type of dated note, click the Type checkbox, and then select from the drop-down box the type of note you want to work with. 6. If you want to add a dated note, use the Add button above the Dated Notes table. 36 of 52

37 Importing/Exporting The Import to Customer Relationship Manager form enables you to import to the CRM information pertaining to contacts that are stored in another Procura application or in a third-party application. It allows you to choose from three different file formats, which are found in common database applications, such as Microsoft Outlook, Maximizer, Act and Excel. Comma Separated Values (CSV) (saves the import file in the.csv format and separates each value with a comma) ADO Connection (imports the file using an ADO connection) DBase (DBF) (saves the import file in the DBase format) File Name (the name and location of the imported file) First Line is Field Names (specifies that the first text line in the file contains the names of the database fields) Contact (activates two checkboxes that enable you to specify that you want to assign new records as contacts by default) Formal (specifies that you want to assign new records as formal contacts by default) Informal (specifies that you want to assign new records as informal contacts by default) Organization (specifies that you want to assign new records as organizations by default) Field Names (names of the fields in your file) Field Values (values in each record in your file) 37 of 52

38 To Import Coordinators 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 38 of 52

39 2. From the Main menu, select Import Coords. The Import Coordinators window displays. 3. Select from the table the contact you want to import. 4. If you want to attach your contact to an organization, click the Attach to Organization checkbox, and then select from the drop-down box the organization to which you want them attached. 5. Click Import to start the import process. 39 of 52

40 To Import Contacts 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 40 of 52

41 2. From the Main menu, select Import. The Import to Customer Relationship Manager form displays. 3. In the Import File Source Options section, select the format of your file. 4. If you are not using an ADO Connection, click and browse for your file. Otherwise, see Appendix: What to do for an ADO connection. 5. Click Load. 6. In the New Contacts Class section, click the checkbox that corresponds to the type of contact you are importing. 7. From the Available Import Fields section, select one of the fields you want to import. 8. From the Fields to Import section, select the field that most closely matches your selected field. 9. Click to move your selected field. 41 of 52

42 10. Repeat steps 7-9 for each field you want to import. 11. Click Import to start the import process. To Import Formal Contacts 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 42 of 52

43 2. From the Main menu, select Import Formal Contacts. The Import Formal Contacts window displays. 3. Select from the table the contact you want to import. 4. If you want to attach your contact to an organization, click the Attach to Organization checkbox, and then select from the drop-down box the organization to which you want them attached. 5. Click Import to start the import process. 43 of 52

44 To Import Informal Contacts 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 44 of 52

45 2. From the Main menu, select Import Informal Contacts. The Import Informal Contacts window displays. 3. Select from the table the contact you want to import. 4. If you want to attach your contact to an organization, click the Attach to Organization checkbox, and then select from the drop-down box the organization to which you want them attached. 5. Click Import to start the import process. 45 of 52

46 The Export from Customer Relationship Manager Form The Export from Customer Relationship Manager form enables you to export information pertaining to contacts stored in the Customer Relationship Manager. You can export this database of information to another Procura application or to a third-party application. Comma Separated Values (CSV) (saves the exported file in the.csv format and separates each value by a comma) Tab Delimited (separates each value with a tab) File Name (the name and location of the exported file) First Line is Field Names (specifies that the first text line in the file contains the names of the database fields) Available Export Fields (fields that are available for export) Available Export Fields (fields you have chosen to export) 46 of 52

47 To Export All Contacts 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 47 of 52

48 2. From the Main menu, select Export. The Export from Customer Relationship Manager window displays. 3. In the Export File Source Options section, click the format in which you want your contacts to be exported. 4. Click and then specify a filename and location for your file. 5. Move from the table on the left to the table on the right the fields you want to export. 6. If you want to reposition the fields, use the buttons. 7. Click Export to start the export process. 48 of 52

49 To Export Selected Contacts 1. On the Management tab, click Customer Relationship Manager ; or enter CTRL+M. The Customer Relationship Manager form displays. 2. Click the Enable Multiselect checkbox. 3. Select from the table the contacts you want to export. 49 of 52

50 4. From the Main menu, select Export Selected Contacts. The Export from Customer Relationship Manager window displays. 5. In the Export File Source Options section, click the format in which you want your contacts to be exported. 6. Click and then specify a filename and location for your file. 7. Move from the table on the left to the table on the right the fields you want to export. 8. Use the and buttons if you want to reposition the fields. 9. Click Export to start the export process. 50 of 52

51 Appendices What do I do for an ADO connection? If your file format is an ADO connection, you must select the data you want to connect to using the Data Link Properties window. 51 of 52

52 What to do if a contact I am adding already exists in the CRM If there are contact records in Procura that match the search information you entered in the Contact Information, Organization Information or Organizational Contact Information form, they will appear in a new window. If you see your contact record listed in the window, you do not need to add it to your Customer Relationship Manager database. Click No and select it from the CRM to work with it. 52 of 52