Source Technologies CRM+BPM manuale d’uso

Ohi oed ge CRM + BPM S erv er User s G uid e Tam my Dix it January 5, 2 007[...]

Ohioedge CRM+BPM Server User s Guide ..................................................... ......................1 Intr oduction .................................................................................................................... ..... ..... ......3 Backgro und ........................................................................[...]

Introduction Thi s ma nual i s inten ded for t he users of Ohioedge CRM+BPM Server . It explain s ta sks performed by a typical user, s uch as, as signing, performing & s igni ng-off task s, runnin g reports, creating emai l and let ter temp lates, runni ng cam paigns, etc. E xamples used in t his manual refer t o the sam ple ‘Demon stration [...]

D e m o n s t r a t i o n O r g a n i z a t i o n D e m o C o r p . S a l e s R e p u s - w s s r W e s t e r n R e g i o n R e g i o n a l M a n a g e r C l a r k H o u s t o n S a l e s R e p u s - s t s r S o u t h e r n R e g i o n R e g i o n a l M a n a g e r D o n H u c k l e S a l e s R e p u s - m w s r M i d w e s t R e g i o n R e g i o [...]

Ohioed ge CRM+BPM Server organ ization admi nistrator is responsi ble for conf iguring organization-s pecific vertical and horizontal model s. Custo m Field s: To be compl ete d. Campaign Management : In Ohi oedge CRM+BPM Serve r, every activ ity a u ser performs belo ngs to a campaig n. A campaign specifies the purpose of operatio n. A cam paign m[...]

The creation of a new acti vity i s val idated against the selectio n criteria of it s campai gn to ensure tha t the in put (accounts, contact s, etc.) is accessible to the creator -account m anager for examp le. Here is t he techn ical defin ition of such relationsh ip: creators have acc ess to campaign s; an d campai gns spe cify inp ut selection[...]

Figure 4. Creating an Activity: Activ ity created by a campaign : Say you have a campaign setup t o call all the Presidents of the territory wi th area code ‘216’ wi th a new pro moti onal offer. Figure 5 show s a campaign NewPromo defined.[...]

Figure 5. When you run th is campaign, the robo t w ill auto maticall y ass ign activi ties to the Sales Rep responsi ble for the Canada Cold Calls. Figure 6 s hows a report of the activi ties as signed to the Canada Sales Rep.[...]

Figure 6. If y ou drill down on any activi ty, as shown in Figure 7, you wil l see all the de tails of the activi ty that needs to be performed.[...]

Figure 7. Note the Campa ign na me i s the New Promo campaign, which ind icates t hat New Promo campaign created thi s acti vity. Activ ity created manuall y: An activi ty can be created manual ly b y a mechanis m t hat has the priv ilege t o create an activi ty. An activ ity can be created for a 1. Custo mer 2. Custo mer Person 3. Buyer 4. Custo m[...]

Say you want to create an activ ity for a cus tomer Wes t End Cons truction. You will first have to se lect the custo mer. A s s hown in Figure 8. Figure 8. Click on the Ac tivi ty l ink in the Quic k L inks p ortlet. Click on the Mai ntai n l ink in the upper left corner portlet. Fig ure 9 s hows the Activ ity Mainta in page.[...]

Figure 9. Select the Territory or Act ivi tyTypeHierarchy that th is act ivit y w ill be a part of. Let us select Canada Cold Call. Select a campaign and click on Create but ton. Click on the List All li nk in t he u pper left corner port let. Figure 10 sh ows the activit y t hat was man ually created.[...]

Figure 10. Simi larly, if an activ ity for a Cus tomer Person /Contact needs to be created you w ill have to select the appropriate Contact before creating an activ ity. It is the same for creating an activi ty for a Buyer or a Cust omer Requ irement by select ing the appropriate Buyer or Custo mer Requirmen t. Business Cases: Bus iness case I: Act[...]

Figure 11. Login Ohioed ge CRM+BPM Server offers t wo types of reports : PDF reports and HTM L reports. The PDF reports are for ge neral purpose reportin g. Exi sting PDF reports could be custo mized or new PDF reports could be added us ing third-party report writi ng tool s. Here are some examples of PDF reports:[...]

Figure 12. Here are so me resul ts: Activ ity Aud it Report[...]

Figure 13. Num ber of open activ ities by Ass ignee Report[...]

Figure 14. The HT ML reports are dr iven b y input factories and are primarily used for reporting activi ties by activi ty types by certain criteria. So me of the typical reports would be ‘Activ ities Due Today,’ ‘All Open Activ ities,’ ‘Activ ities Past Due Date,’ etc. As shown in Figure 15, t he HTM L reports are accessib le from - @Q[...]

Figure 15. The user can further dril l-down to view lower leve l activ ities as shown i n Figure 16.[...]

Fig ure 16. Or if the user selects the report op tion, a li st of all the activ ities under al l region s w ill be listed as sh own in Figure 17.[...]

Figure 17. Bus iness Case II: Act ivities review by Regional Manager Consider that t he Reg ional Mgr. of DH Central region of ABC Corp. want s to review all the activi ties ha ppening under his/ her regio n. Here i s what the Reg ional Mgr. wi ll d o: Log in. The Ohioedge CRM+BPM Server ad min istrator will provide the username/passw ord.[...]

Figure 18. Home page displays on ly t hose scenarios of a region tha t the Regi onal M gr. ha s access to. Say Mr. David Burns is the Reg ional Mgr. of the region s DH Central and GP Western of ABC Corp. Then when he lo gs in he sees only the opt ions of Drill-down or Report for the DH Central and GP Wes tern scenarios.[...]

Figure 19. If t he DH Central Report is run the results di splayed are as fol lows:[...]

Figure 20. Bus iness Case III: To-do review by Sales Rep Consider that t he Sales Rep of DH Central region of ABC Corp. wan ts to review all the activi ties he or she needs to perform for the day. Here is what t he Sales Rep wi ll d o: Log in. The Ohioedge CRM+BPM Server ad min istrator will provide the username/passw ord.[...]

Figure 21. Home page displays on ly t hose scenarios of a region tha t the Sales Rep has access to. Say Mr. J T odak i s the Sales Rep of the region DH Central of A BC Corp. then w hen he log s in he sees onl y the op tion s of Drill-down or Rep ort for the DH Central scenario.[...]

Figure 22. If t he DH Central Report is run the results di splayed are as fol lows:[...]

Figure 23. Bus iness Case IV: Performing an activ ity After runnin g a daily report, say a Sales Rep finds all the activi ties that, he /she need s to perform for the day, are auto matically ass igned to hi m/her. The Sales Re p t hen dri lls down on the activit y link. Supp ose the activ ity is abou t making a col d call to a cus tomer in the DH C[...]

Figure 24. Note that in the “Active Sess ion Informat ion” portlet, the name of the com pany, address and telephone num ber ap pears. Th is informat ion is helpful for the Sales Rep to make that cold call. Also no te that i n the top-left portlet appears the menu “Activi ty” w hich indicates that the user is at (working on) the Activ ity bu[...]

Figure 25. Say if the Sales Rep wan ts to know the contacts in the company, t he u ser selects the “Contact” menu from the “Quick L inks” on the screen. No te that when the user does that the top-left portle t no w d isplay s “Custo merPerson” menu ind icating that the user is now at (working on) the Cus tomer Person bus iness object. L[...]

Figure 26. If t he Sales Rep dri lls down on that l ink he/she can view detailed infor mation of the con tact such as the t itle, ex tension s, fax nu mbers and emai l address. The Sales Rep can update contacts or create new con tacts.[...]

Figure 27. Goin g back to the Activ ity screen w here the Sales Rep s tarted, note that now the snap shot – Fig ure 28, sh ows the botto m part of the Ac tivity screen. SchDate fiel d i s n oth ing b ut the current date and ti me aut omat ically disp layed. Mos t of the times a Sales Rep wil l not mod ify this field' s con tents unles s he/ [...]

Figure 28. After the Sales Rep makes the Co ld Call, to mark the end of the activ ity he/she needs to sig n-off the activi ty. To do th is the Sales Rep needs to dril l down on the link at the bott om part of the Activ ity screen. The nex t f igure show s a drop down b ox where the u ser needs to select Sign-off privi lege and hit create. The word [...]

Figure 29. After markin g the end of the activ ity, au tomat ically thi s acti vity performed again st the custo mer “Gunto n” wi ll be routed to the next Activ ityT ype, which the Sales Rep had selected to be Li terature requested. So now if the sa me dai ly report is run again, note how the activi ty now appears in the L iterature requested c[...]

Figure 30. Email Template: Emai l Templates auto mate the e-mai ling activ ity. Please contact your Oh ioedge CRM+BPM Server ad min istrator to se tup bulk e- mail ing campaigns. The follow ing f igure show s one such email where at runti me t he emai l address of the contact, na me, date, etc tags are replaced by the actual informat ion.[...]

Figure 31. Letter Template: Letter templates pub lish data in the web- brow ser. T he fol lowing fig ure shows an envelope where at run time the address of the contact, name, etc tags are replaced by t he actual informat ion.[...]

Figure 32. Summary[...]

Thi s ma nual s hou ld m ake a b usines s user famil iar wit h the core functi onalit y of Ohi oedge CRM+BPM Server. Effort ha s been made to an ticipate log ical navi gation of a bus iness user through the app lication depend ing upon the user's role w ith in t he organizat ion. Bus iness Cases are ad ded t o i llu strate mo st com mon applic[...]