ASSURECRM CUSTOMER RELATIONSHIP MANAGEMENT PRODUCT INFORMATION & USER GUIDE 6001 Beach Road, #18-07, Singapore 199589 Page 1 of 21
1. AssureCRM The importance of keeping track of our engagements with other organisations and people that matter to our companies cannot be overstated. Do you remember when was the last time you met an important customer and his preference for meeting venues? Does your project manager know what your sales team promised the customer? Do you need reminders on when to reconnect with customers (e.g., Birthdays, Anniversaries)? If you answered Yes to any of the questions above, AssureCRM is exactly what you need. Specially developed for Small and Medium-Sized Enterprises (SMEs), AssureCRM focuses on what really matters relationships and engagements with our stakeholders. 2. Key Features 2.1 Security. The cloud version comes with bi-directional encryption of communications between clients and server to protect against man-inthe-middle attacks. This gives higher assurance that you are communicating with precisely the CRM server, and ensures that the contents of communications between you and the server cannot be read or forged by any third party. For on premise solutions, Assure IT can help clients with their IT infrastructure network architecture and setup. 2.2 Cloud and On Premise. While we highly recommend the Assure IT cloud solution, clients have the option to host the CRM on their personal cloud or on premise IT networks. 2.3 Access Controls. We understand the concerns many business owners and managers have about staff access to entire databases. AssureCRM allows administrators to limit access to selected data for different employees based on job requirements. 2.4 Flexibility. We recognise that all organisations operate differently, and that they should not force themselves to adapt their optimal work processes to suit an IT system that is supposed to help improve their businesses. With this in mind, we designed our CRM to provide maximum flexibility with regard to categorising your customers, suppliers etc. We also designed our CRM to be operated from multiple devices ranging from desktops, notebooks, tablets, mobiles, Windows and Mac. 6001 Beach Road, #18-07, Singapore 199589 Page 2 of 21
2.5 Hosting options. We extended the flexibility to hosting options. You may choose to install the software and database on your PC, your own network, private cloud or our own Assure IT cloud The choice is yours. 2.6 Customisation. While we have invested significant efforts to incorporate the flexibility in our standardised product, we do understand some of our clients will still require customisation, which includes integration with MS Outlook, icalendar or accounting software such as MYOB. Call us for a non-obligatory quotation. 6001 Beach Road, #18-07, Singapore 199589 Page 3 of 21
USER GUIDE 6001 Beach Road, #18-07, Singapore 199589 Page 4 of 21
3. Setup 3.1 Logging In. Welcome to AssureCRM. To login, enter the the following url, where company_name refers to the company name registered with AssureCRM. You will now be directed to the landing page below. Proceed to login with your Login ID and Password. 6001 Beach Road, #18-07, Singapore 199589 Page 5 of 21
3.2 Management. 3.2.1 User Accounts. If you are an admin user, you should start by creating the different accounts for your company. From the Home page, on the left menu, select Management, then User Accounts, and + Add User. An Add User window will appear. Fill in the data accordingly. The fields tagged with an * are mandatory fields. For account type, do select User or Administrator according to the users job functions. The key difference between Administrator and User is the permission to create new user accounts and to access all the organisation and client data. 3.2.2 Backup and Restore. Select select Management, then Backup and Restore. You may choose to select your scheduled backup options, do an immediate backup via + Backup Now, or Restore from a Backup File. 6001 Beach Road, #18-07, Singapore 199589 Page 6 of 21
3.2.3 Email Configuration. Select select Management, then Email Configuration. 6001 Beach Road, #18-07, Singapore 199589 Page 7 of 21
3.3 My Profile. Select select Management, then My Profile. 3.3.1 Profile Picture. You may Change, Edit or Remove your profile picture via the selection buttons below the image box. 3.3.2 Particulars. Edit your Name and Email accordingly before selecting +Save Changes. 3.3.3 Password. Upon first login, we highly recommend changing your password. Thereafter, select +Save Changes. 6001 Beach Road, #18-07, Singapore 199589 Page 8 of 21
4. Operations. Congratulations. Now that you have setup the CRM, you are now are all set to better manage your engagements with clients, suppliers, partners etc. 4.1 Home. The Home page / dashboard is the heart of your CRM sense making. The layout of the Home page is divided into 4 sections: 4.1.1 Calendar. The Calendar lists the Alerts, Tasks and Activities updates relevant to yourself. You also have the option to select between Month, Week and Day views. 4.1.2 My Alerts. These are alerts prompts that have been activated for your account. The alerts comprise both the Date and Reconnect Alerts. 4.1.3 My Tasks. The tasks shown here are those with prompts that have been activated for your account. For completed tasks, select the task, click Set Completed, followed by Confirm Completed?. The task will be removed from the My Tasks list. 4.1.4 Tasks for Others. The Tasks for Others show the outstanding tasks that you have assigned others. You may view details or update the description by selecting the specific tasks. The tasks will be removed from the list when the assignee marks the Task as completed. 4.1.5 Latest Feeds. The Latest Feeds is a Management Tool that allows an Administrator or User to see any activity that has been updated by him/herself or someone else who has granted the user permission. 6001 Beach Road, #18-07, Singapore 199589 Page 9 of 21
4.2 Organisations. This is perhaps the most important data field for every CRM. Select Organisations to see all the organisations in your database listed. 4.2.1 Search and Sort data. For every column listed, you may search for the data by entering key characters in the boxes above respective columns, for filter by clicking on the arrows next to each column heading. 4.2.2 Organisation Menu Bar. A Menu Bar, comprising options to select Details, Update, Files, People, Projects, Activities, Tasks, Alerts and Delete appears when a specific organisation is selected. Select your item accordingly from the options. 4.2.3 Adding Organisation. Select + Add Organisation on top right corner of screen. A new window will appear. 6001 Beach Road, #18-07, Singapore 199589 Page 10 of 21
Enter the organisation details according to the data fields. The information entered in Category will create Tags that allows for flexibility in how you manage your CRM data. A recommendation is to categorise organisations in accordance to their relation to you and their specific industry. E.g., if a company is a Lead and is in the Finance industry, you may want to create the Tags of Lead and Finance for the company. This will allow you to search and sort the relevant data more effectively in the future. If this particular company eventually becomes your client, you may want to change his Lead tag to Client. The Authorised Users allows you to set permissions on which Users will be able to access the data related to the specific company. Other than Administrators, only the Users listed here will have access to the data. 6001 Beach Road, #18-07, Singapore 199589 Page 11 of 21
4.3 People. This CRM pays special attention to the interactions users have with the people in their stakeholders organisation. Select People to see all the people in your database listed. 4.3.1 Search and Sort data. For every column listed, you may search for the data by entering key characters in the boxes above respective columns, for filter by clicking on the arrows next to each column heading 4.3.2 People Menu Bar. A Menu Bar, comprising options to select Details, Update, Files, Activities, Alerts and Delete appears when a specific person is selected. Select your item accordingly from the options. 4.3.3 Adding People. From an organisation s menu bar, select People, and + Add People. Alternatively, select + Add People on top right corner of the People screen, but you will have to select organisation for the latter approach. A new window will appear. 6001 Beach Road, #18-07, Singapore 199589 Page 12 of 21
Enter the person s data fields accordingly. Again, the fields marked with an * indicated mandatory fields. For Tags, we recommend listing down how you connected with the person, and possibly his interests or field of expertise. E.g., if a person is your former classmate and is interested in fishing, you may want to tag him as Classmate and Fishing. If your company decides to organise a fishing trip for your important clients, all you will have to do is to search the People page for Fishing and all those who have been tagged accordingly will appear. 6001 Beach Road, #18-07, Singapore 199589 Page 13 of 21
4.4 Projects. A basic project module is included in the CRM to help you keep track of the projects you have with the different organisations in your database. Select Projects to see all the people in your database listed. 4.4.1 Search and Sort data. For every column listed, you may search for the data by entering key characters in the boxes above respective columns, for filter by clicking on the arrows next to each column heading 4.4.2 Project Menu Bar. A Menu Bar, comprising options to select Details, Update, Files, and Delete appears when a specific project is selected. Select your item accordingly from the options. 4.4.3 Adding Project. From an organisation s menu bar, select Project, and + Add Project. Alternatively, select + Add Project on top right corner of the Project screen, but you will have to select organisation for the latter approach. A new window will appear. 6001 Beach Road, #18-07, Singapore 199589 Page 14 of 21
Enter the project data fields accordingly. Again, the fields marked with an * indicated mandatory fields. 6001 Beach Road, #18-07, Singapore 199589 Page 15 of 21
4.5 Activities. The Activities module is an important feature of the CRM. This is where you would enter every important engagement you have had with your stakeholders. E.g., we recommend looking through the activities list with a client before every meeting to recall what has previously been discussed. Similarly, the project manager meeting the client can also see what has transpired between the client and his sales colleagues. Select Activities to see all the activities in your database listed. 4.5.1 Search and Sort data. For every column listed, you may search for the data by entering key characters in the boxes above respective columns, for filter by clicking on the arrows next to each column heading. 4.5.2 Activities Menu Bar. A Menu Bar, comprising options to select Details, Update, Files, and Delete appears when a specific project is selected. Select your item accordingly from the options. 4.5.3 Adding Activity. From an organisation s menu bar, select Activity, and + Add Activity. Alternatively, select + Add Activity on top right corner of the Project screen, but you will have to select organisation for the latter approach. A new window will appear. 6001 Beach Road, #18-07, Singapore 199589 Page 16 of 21
Enter the activity data fields accordingly. For Type, a Tag is generated upon data entry, which allows for flexibility. We recommend using type of activity here, e.g., Meeting, Email, Event, etc. The People involved refers to participants from the other organisation, while the participants refer to those from your own company who are registered as an administrator or user on the CRM. 6001 Beach Road, #18-07, Singapore 199589 Page 17 of 21
4.6 Tasks. The Tasks module allows you to set tasks for yourself or other users in your organisation. Select Tasks to see all the tasks in your database listed. 4.6.1 Search and Sort data. For every column listed, you may search for the data by entering key characters in the boxes above respective columns, for filter by clicking on the arrows next to each column heading 4.6.2 Activities Menu Bar. A Menu Bar, comprising options to select Details, Update, Set Completed, Files, and Delete appears when a specific task is selected. Select your item accordingly from the options. 4.6.3 Adding Task. From an organisation s menu bar, select Task, and + Add Task. Alternatively, select + Add Task on top right corner of the Task screen, but you will have to select organisation for the latter approach. A new window will appear. 6001 Beach Road, #18-07, Singapore 199589 Page 18 of 21
Enter the task data fields accordingly. The Assigned To field is used to select the user within your organisation who is overall responsible for the task. 6001 Beach Road, #18-07, Singapore 199589 Page 19 of 21
4.7 Alerts. The Alerts module allows you to set alert reminders which may be based on a specified date or after a defined period of inactivity with a stakeholder. Select Alerts to see all the tasks in your database listed. 4.7.1 Search and Sort data. For every column listed, you may search for the data by entering key characters in the boxes above respective columns, for filter by clicking on the arrows next to each column heading. 4.7.2 Alerts Menu Bar. A Menu Bar, comprising options to select Update and Delete appears when a specific task is selected. Select your item accordingly from the options. 4.7.3 Adding Alert. From an organisation s menu bar, select Alerts, and + Add Date Alert or + Add Reconnect Alert. Alternatively, select Add Date Alert or + Add Reconnect Alert on top right corner of the Task screen, but you will have to select organisation for the latter approach. A new window will appear. 4.7.4 Date Alert. A date alert is used to remind yourself of your stakeholders important dates which may interest you. Examples of such dates include contract renewal dates, anniversaries, birthdays etc. 6001 Beach Road, #18-07, Singapore 199589 Page 20 of 21
4.7.5 Reconnect Alert. A reconnect alert is used if you would like to keep in touch with a particular organisation or person with defined regularity. E.g., if you deem an important client needs to be engaged on a monthly basis, you should set the Inactivity Period as 30 days such that the CRM will prompt you to contact the client if you have not logged an activity with the client in the last 30 days. 6001 Beach Road, #18-07, Singapore 199589 Page 21 of 21