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CRM User Manual IT Div. D.J. Chan Oct,1 2012 1 Outline CRM Expert System Introduction How to Login CRM Sales Portal & Detail Function – Home – Upload – Customer Sales Operation Dept. Portal Sales Head Portal Expert’s Portal Asignee’s Portal President’s Portal ......... Page 3 – 3 ......... Page 4 – 7 ......... Page 8 – 39 ......... Page 8 – 31 ......... Page 32 – 36 ......... Page 37 – 39 ......... Page 40 – 41 ......... Page 42 – 44 ......... Page 45 – 46 ......... Page 47 – 49 ......... Page 50 – 53 2 Expert System - Request help & reply Data Flow Sales Expert / Secretary NewProd Expert Secretary NewProd DM WM FA Mickey Vicent AVL DM WM Delivery David Peter Pricing James Kate Reply or Forward Help Reply Not agree Forward Confirm the result New Assignee Feedback Agree & Close End Sales Head Expert / Secretary Feedback to Expert Split 1 help into independent helps to expert of different help type Sales Request help - Help type - Subject - Help Body Sales Head Confirm Help content FA Expert / Secretary Reply or Forward Help AVL …… End Expert / Secretary Reply or Forward Help …… End Expert / Secretary Delivery Reply or Forward Help …… End …… End Pricing Expert / Secretary Reply or Forward Help Summary Report ( open request – Sale / Sales Head / Expert ) 3 How to Login CRM - External Open IE Enter https://outgoing.etron.com/ Æ Access to Etron Outgoing Mobile Service Enter Username/ Password/ Employee No Æ Login Æ Access to Web Application CRM User Manual 4 How to Login CRM- External Click CRM System, then access to CRM Click Logout, then exit Web Application 5 How to Login CRM- External Enter Username/ PasswordÆ Login Æ Access to CRM 6 How to Login CRM- Internal Double Click Big M System Icon Click CRM Button to Access CRM (Do not need to enter User name / Password) 7 Sales Portal - Home 8 Sales Portal 1 2 3 4 5 1 Sales Name : Sales can read his/her customer data only 4 Help list and status of Login Sales (Include Open / Closed Help) 2 Summary Report : Default page, include TAM/SAM…data 5 Helps on the stage of login user 3 Maintain opportunity, activity 9 Sales Portal - My Summary (TAM) 1 2 1 2 Search by customer only 3 Click the field with underline to drill down to detail data Click any fields to switch descending order or ascending order. 10 10 Sales Portal - My Summary (TAM) Drill down to all of this Customer’s Opportunities 11 Sales Portal - My Summary (TAM) Drill down to Customer’s TAM/SAM/Share/Target detail 12 Sales Portal - My Summary (TAM) Drill down Customer’s Activity Activity’s attachment 13 Sales Portal - My Summary (TAM) Drill down to Customer’s Request Help Drill down to query these 7 helps (Open Helps) Click detail button to display help detail 14 Sales Portal - My Summary (TAM) Drill down to Customer’s Request Help All Expand / All Collapse Action Button Expand / Collapse Click detail button to display help detail 15 Sales Portal - My Summary (TAM) Drill down to Customer’s Open Sample Request 16 Sales Portal - My Summary (TAM) Drill down to Customer’s Open Sample Request 17 Sales Portal - My Summary (TAM) Drill down to Customer’s Open FA Case 18 Sales Portal - My Summary (TAM) Drill down to Customer’s Open FA Case 19 Sales Portal – Opportunity / Activity 5 1 By Customer Query Opportunity Opportunity Exist ? No 2 Manual Create Opportunity 4 Request Help Manual Enter Activity 6 Upload Excel Activity to CRM Yes 3 Modify Opportunity 1 2 3 6 4 5 Please refer to UploadÆExcel Activity Upload 20 Sales Portal – Opportunity / Activity New / Modify Opportunity Create New Opportunity Modify existed Opportunity Existed opportunity can update Expect MP Date and Key Issue only. 21 Sales Portal – Opportunity / Activity New Activity / Query Activity Save Activity, tnen you can query the activity in “Activity block” under the “Opportunity block” 22 Sales Portal – Opportunity / Activity Maintain Competitor 1 2 1 Click underline to maintain opportunity’s competitor 2 Select existed competitor on the left site and move to the right site. 3 3 Create New competitor if the competitor does not exist on the left site. 23 Sales Portal – Opportunity / Activity Maintain Chipset Id 1 2 1 Click underline to maintain opportunity’s Chipset Id 2 Select existed Chipset Id on the left site and move to the right site. 3 3 Create New Chipset Id if the Chipset Id does not exist on the left site. 24 Sales Portal – Request Help 1 2 3 You can request help in 3 manners 1 Customer Level 2 Opportunity Level 3 Activity Level 25 Sales Portal – Request Help Customer Level 1 6 2 3 4 5 Expert Secretary NewProd DM WM FA Mickey Vicent AVL DM WM Delivery David Peter Pricing James Kate 1 2 Select Customer 3 Once help type has been selected, display Expert and Secretary automatically. 4 Enter Mail Subject and Message Body of Help 5 Attachment 6 Enter expected due date Select Help Type 26 Sales Portal – Request Help Opportunity Level 1 2 3 6 1 Opportunity name : Request Help under the Opportunity 2 Select Help Type 3 Once help type has been selected, auto display Expert and Secretary 4 Enter Mail Subject and Message Body of Help 5 Attachment 6 Enter expected due date 4 5 27 Sales Portal – Request Help Activity Level 1 2 3 4 5 6 1 Opportunity / Activity : Request Help under the Activity 2 Select Help Type 3 Once help type has been selected, auto display Expert and Secretary 4 Enter Mail Subject and Message Body of Help 5 Attachment 6 Enter expected due date 28 Sales Portal – My Help List Help list and status of Login Sales (Include Open / Closed Help) 1 2 3 1 x(y) - x : The count of total help y : The count of open help 2 The sum of all help types 3 Drill down to detail 29 Sales Portal – My Pending Help Task Helps on the stage of login user ( Need Login User to Proceed ) Action Button Approval history Attachment List 30 Sales Portal – My Pending Help Task Sales can modify help, then resubmit. 31 Sales Portal - Upload 32 Sales Portal – Excel Activity Upload 1 2 4 5 1 2 3 4 5 3 Select Sales Name Æ Download Empty Template Enter Activity in Excel file Find Excel file in your PC or NB Æ Upload Æ upload to CRM activity 33 Sales Portal – Excel TAM Upload 1 4 2 1 2 Select Sales Name Æ Download Template 3 Fill in TAM data of the field in yellow 4 Find Excel file Æ Upload Æ update CRM TAM 3 34 Sales Portal – Upload Customer Report 35 Sales Portal – Query Customer Report 36 Sales Portal - Customer 37 Sales Portal – Create Potential Customer Sales Sales No Query Existing ERP Customer in CRM System Enter Potential Customer’s data Exist ? SO Dept Enter ERP Customer data & Mapping to CRM Close Sales Yes Enter CRM (Opp/ Activity/ Help / Cust Report…) 1 2 1 Enter key word and query customer is existing or not. 2 If customer is not existing, click the button “New” to create a new customer. 38 Mail Notification – To Sales Operation Dept. 39 Sales Operation Dept. Portal 40 Sales Operation Dept. Portal – Mapping Customer 41 Sales Head Portal 42 Sales Head Portal 1 2 3 4 5 All of the functions are same with Sales. Only authorities are different. Sales Head can read the data of himself and his subordinate Sales. 1 Sales Head Name 2 Summary Report : Default page, include TAM/SAM…data 3 Maintain opportunity, activity 4 5 Help list and status of Login Sales Head (Include Open / Closed Help) Helps on the stage of login Sales Head 43 Mail Notification 44 Expert’s Portal 45 Expert’s Portal 1 2 3 4 All of the functions are same with Sales. Only authorities are different. 1 Expert’s Name 2 Summary Report : Default page, include TAM/SAM…data Expert can read all of the sales summary report 3 Expert can read all of the help except price type (Include Open / Closed Help) . Helps on the stage of login Expert 4 46 Assignee’s Portal 47 Assignee’s Portal 1 2 3 1 Assignee’s Name 2 Query helps has been assigned to the assignee. (Include Open / Closed Help) 3 Helps on the Assignee’s stage 48 Sales Operation Dept. Portal – Mapping Customer 49 President’s Portal 50 President’s Portal 1 2 3 4 All of the functions are same with Sales. Only authorities are different. 1 President’s Name 2 Summary Report : Default page, include TAM/SAM…data President can read all of the summary report 3 President can read all of the helps (Include Open / Closed Help) 4 Helps on the President’s stage 51 President’s Portal – Excel Target Upload 1 4 2 1 2 Enter Download Criteria Æ Download Template 3 Fill in TAM Target data of the field in yellow 4 Find Excel file Æ Upload Æ update CRM TAM 3 52 President’s Portal– Query Customer Report 53
