Manuel d'utilisation / d'entretien du produit CRM+BPM du fabricant Source Technologies
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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 .................................................................................................................... .....
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.
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 - .
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.
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.
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. 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Source Technologies CRM+BPM c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Source Technologies CRM+BPM - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Source Technologies CRM+BPM, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Source Technologies CRM+BPM va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Source Technologies CRM+BPM, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Source Technologies CRM+BPM.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Source Technologies CRM+BPM. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Source Technologies CRM+BPM ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
