GMP CRYSTAL CRM. An Overview of the Product Features

Transcription

1 GMP CRYSTAL CRM An Overview of the Product Features pg. 1 GMP Crystal CRM Product Overview v

2 CLOUD-BASED SOFTWARE FEATURES Most browsers are compatible with the GMP functionality Google Chrome is recommended The following features are the main components of the CRM software functionality: Website Data Capture The client enquiry data capture form normally found in the contact us section on websites is specially constructed so that all enquiries made from the website are logged automatically in the CRM database, they show up immediately in the lead tracking pipeline, ready to be allocated to a team member to follow up the lead. In addition, the administration team is notified by that the lead has been received. Mobile Device Data Capture As with the website, technology is supplied so that enquiries can be logged directly from a mobile phone, tablet or laptop being used away from the office, for example, at an exhibition or seminar. As with the website contact panel, all enquiries made from the mobile device are logged automatically in the database, they show up immediately in the lead tracking pipeline ready to be allocated to a team member to follow up the lead. In addition, the administration team is notified by that the lead has been received. Lead Management Pipeline To monitor the progress of leads received either from the system owners own sources and/or from lead sources that provide leads on a commercial basis the system has a pipeline designed to monitor the progress of those leads received through to either achieving successful sales or being branded a dead lead. Reports can be generated on-screen or extracted either as a spreadsheet or pdf depending on the users needs. API code is used with several lead suppliers to receive clients leads directly into the systems, examples are.. pg. 2 GMP Crystal CRM Product Overview v

3 Activity Management The activity management module is designed to manage the client activities before, during and after contact. The system allows team management to monitor all users but the user as an individual only to see his own tasks. The functions allow access to all areas of the client record, pipelines and the note/ functions whilst in the activity module control summary pages. The pipeline has daily, next 7-day and current month filters with a diminishing list to show only unfinished tasks. Reports are available in pdf or spreadsheet formats. Client Management Create and manage all client records, whether they are new leads, prospective purchasers or existing clients. The comprehensive data record allows the user to store as much or as little information in a central record that everyone, who has been authorised, can access. Contact notes, uploaded documents and functionality keep you in touch professionally. Individual Client Contact Notes Every client record in the database in supplied with a unique area of the system for client contact notes. Notes can be created, stored and edited for every type of contact note which has two key functions; first to record what has happened during the contact and the second is to create a reminder with date/time facility for the next stage in the contact process. There is a print function to extract all the notes history on the client record in a pdf format. 250mb Document Storage The system has a limited storage facility for secure storage and back up for user uploaded documents the system will monitor how much storage is being used. Should the data storage start to exceed the limit agreed the user can either delete old records or purchase additional server space. pg. 3 GMP Crystal CRM Product Overview v

4 Direct Functionality Within every client record there is an facility that allows the creation of s with custom footers and templates to create professional s with the ability to attach any document stored in the document library. Any sent from the client record is stored in the contact notes automatically and a blind-copy (bcc) is sent to the system users own mailbox as well. Data Segmentation All records have profile functions that allow data to be segmented to view or extract in pipelines that can be sorted and filtered in many ways. The data can be exported to the gmpmailer marketing module if this optional module has been integrated into the system owners core system functions. Management Information & Simple Reporting The system has an MI dashboard to view in graphical images the activities and results from your own data in real-time. There are a series of standard reports made available in sections within the system; these are normally available on-demand, although automated routines can be structured to send at a regular date/time. Online Support Services The system has an in-built support process that allows the system owners administration team to request help, book training, ask questions or provide feedback from within the system. This request will generate a ticket within the GMP support team which will receive the appropriate action and response. This service is not provided for any other team lower down in the business hierarchy and all agents enquiries are channelled through the system owners own team. pg. 4 GMP Crystal CRM Product Overview v

5 1-Day System Design Consultancy It is recommended that the design consultancy is used to help structure the hierarchy and product portfolio for the users within the system, that s normally the role of the system owners administration team but if not confident this course is an essential part of the implementation planning. This ensures products are set up properly with terms of business recorded correctly before sales are processed. 1-Day System Owner Administrators Worksop This workshop is the foundation course for the system owners key personnel who will be responsible to set-up, maintain and implement the GMP systems within their business. The course will give the team an understanding of the system and how to train its use. This course is normally held at the GMP training facilities in the North East of England, however, training can take place at the system owners venue with the appropriate fees chargeable. Details of the itinerary are provided once the workshop date is agreed. Selling Agents Workshop The selling agent s workshop is designed to help system owners launch and implement the systems sales process into their hierarchal distribution. The content helps agents understand that a 6-stage process manages their clients purchase with auto-messaging to all parties to notify the progress. In addition, views are provided to show pipelines for sales and commission earnings. The GMP ½ day workshop is normally incorporated into a meeting where system owners provide product information or other relative topic on the same day. Bespoke or Refresher Webinar Workshops There are a large selection of webinar sessions that can update, refresh knowledge or train new team members on specific areas of the system. The modules are displayed in the training materials or if preferred a bespoke webinar content can be discussed with and set up by the GMP Support Team. pg. 5 GMP Crystal CRM Product Overview v

6 This module is designed to work with any device to market products and services using the latest server technology to ensure the highest delivery of in the marketplace. Most systems lack the sophistication and easy-to-use functions in this system. Stand Alone Marketing Module The purpose of the gmpmailer module is to allow the system owners administration teams to market on behalf of anyone registered in their GMP system who provides access to their client information. The system owner markets to his or her own client information held in the GMP database or from spreadsheet data held outside the platform. Both data sets can be imported to be used in marketing campaigns. This optional gmpmailer module allows the system owner, if they wish to, to provide the same functionality to any of the agency contract holders in his distribution network, which means they too can market and/or communicate with their own clients or prospects using the system owners platform with the security knowing their own data in the gmpmailer module is under their own control. GMP Standard Marketing Templates The system has many standard templates but allows the creation of the bespoke template created by the system owner. If you like statistics this module has loads of them. The system is as closed or as open as the relationship you wish to have with both your selling agents and your clients. Please note gmpmailer agreements are separate from the main system contracts and costs can be discussed wherever an existing or potential client has an interest. There is more information on the very comprehensive module on the website at Sign up for a free 30-day trial. pg. 6 GMP Crystal CRM Product Overview v

7 System Owner Support (Ticket Only) The GMP system have an in-built support request process that allows the administration teams to enquire directly to the GMP Support Team. The process allows for feedback, questions, help requests, training needs and system enhancement enquiries to be sent electronically so the enquiry is logged and responded to as swiftly as possible. A ticket number is issued and there is a real-time pipeline within the administration section of the system that displays the current status of each ticket submitted. System Owner Premium Support (Ticket & Telephone) Clients have the option, for a small additional premium, to enhance the support for their system administrators to a ticket and telephone service. The telephone support allows the administration team to discuss problems submitted as a support ticket rather than wait for a written response. It is monitored for over-use however in most cases the process works well with larger accounts who need answers quickly as they are supporting their own distribution queries. Hierarchal Support Service Support is provided through system assistance functionality that provides a support ticket reference for the system owners administration team to monitor. The system owners agents contact the system owner for their support or help to use the systems functions. In some clients systems they wish to extend support inside their hierarchy for key accounts, those that would like direct access to the GMP helpdesk. In these cases additional support can be provided for a small fee to cover the additional service workload. pg. 7 GMP Crystal CRM Product Overview v

8 GMP Secure Data Storage The data centres used by Global Management Platform (GMP) are all located in the UK and clients of GMP never have their data copied or sold. The data is backed-up securely for disaster recovery at any time. GMP systems can access data storage facilities already in use by their clients to save the data having to be saved in the GMP data centres and the link can be stored for the system user if needing to locate a document or file. Should it be necessary, visits to the data centre storing the clients information can be arranged to give assurance the data is properly managed. Data Import Service Data can be imported from other systems, in certain cases, contact notes can be imported as well as the client record information. It is possible to bring data in electronically straight from the source or it may need to be cleaned before being stored in the database. The requirements of import can be discussed with the GMP Support Team before the task is undertaken. Data Cleansing Service Data is normally imported as the client provides it, understanding the client is happy the data is clean enough to be placed into each of the records. This is normally down to the fact the data is assembled in the incorrect format; a simple example would be the clients full name and title has been stored in a single cell when the format to import needs to be 3-cells; Title, First Name and Surname. There is a csv template available for the system owners administration team to prepare up to 10,000 records for import in a single session. This saves an incredible amount of time preparing the system for use. Custom Report Building Some clients require information in certain formats (excel or pdf) or at certain points in a daily, weekly or monthly cycle. Reports can be custom-made so they are available on-demand or can be automated to be delivered to a mailbox whenever required. This service is charged at an hourly rate and is dependent solely on the complexity of the clients requirements. Fixed price quotations are provided, after design talks and before work is started. pg. 8 GMP Crystal CRM Product Overview v

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