Activant Prophet 21 CRM Overview - Opportunities, Sales & Marketing Tools

Transcription

1 Activant Prophet 21 CRM Overview - Opportunities, Sales & Marketing Tools Customer Relationship Management Suite Course 2 of 2

2 This class is designed for System Administrators Personnel responsible for tracking business opportunities and analyzing them Personnel responsible for maintaining customer relationships Personnel involved with telemarketing activities

3 Objectives Enter and track leads through Opportunity Maintenance Utilize Opportunity Maintenance for customer issue resolution Set up pipeline reports and case status reports for managers and customer service Create marketing opportunities with blasts and mail merge. Utilize P21-Outlook integration for keeping track of customer correspondence

4 This course will NOT cover Customer Maintenance Ship to Maintenance Task Maintenance CMI Contact Maintenance Process Tasks for call centers

5 What is Customer Relationship Management? The ability to access information needed to service customers and prospects Tracking of leads and opportunities prior to quote creation Manage customer issues through a case resolution system The ability to use information to reach your potential customer base Targeted marketing via blasts Analysis of won & lost opportunities

6 Sales Force Automation Opportunity tracking Define sales leads Manage customer issues Sales Management Inquiry Pipeline capabilities

7 System Settings Display opportunities in CMI, OE, FC, RMA Entry, Mfg Rep Orders and Service Order Entry

8 Salesrep Security Limited salesrep security Sales managers can be assigned to salesreps Managers can be restricted to their own salesrep numbers and all subordinates quickly and easily Salesrep Maintenance and CRM Security Maintenance for setting up chain of command Security limits users in 3 areas CMI, Sales Management Inquiry and Opportunity Maintenance

9 Sales Manager ID Sales manager can access salesrep s customers and transactions Acts as supervisor in Sales Management Inquiry

10 CRM Security Maintenance CRM Security Maintenance applies to CMI, Opportunity Maintenance and Sales Mgmt Inquiry Can only see customers and opportunities of salesrep listed

11 CRM Security Maintenance Enter Admin s salesrep id as Sales Mgr ID for Sales Supervisor Enter Admin s salesrep id as Salesrep ID in CRM Security Maintenance

12 Sales Force Automation System Menu Territory Definitions Lost Sales Code Sales Cycle Setup Competitor Maintenance

13 Territories System Setup / System / System Settings

14 Territory Maintenance Add, edit and delete territories User defined territories for your business needs

15 Territory Group Maintenance Organize territories into groups Territory may belong to more than one group Territories tab to list territories belonging to group

16 Territory Use Customer and Ship To Maintenance have Territory tabs for assigning territories to customers and or ship tos RMB click for options to copy territories to ship tos, disable territories and enable territories

17 Lost Sales Code Maintenance Create Lost Sales Codes for both Orders lost and and Opportunities lost

18 Lost Sales Code Maintenance Affect Usage On: Lost sales assigned a Lost Sales ID with Affect Usage turned on will impact usage for the item Off: Lost sales assigned a Lost Sales ID with Affect Usage turned off will not impact usage IE: 10 cancelled, 10 remain as usage amount Checkbox only accessible if usage captured at OE Important for customer service purposes Record sale even if you couldn t meet a customer s need for inventory so you ll have it next time

19 Lost Sales Report Report shows lost sales, including opportunities

20 Lost Sales Report Tabs Criteria Tab enter parameters to limit report Lost Sales Report Tab presents results of lost sales in a spreadsheet format Can print or print preview the report Competitors Report Tab available if viewing an opportunity on Lost Sales Report Tab Displays winning competitor and reason for loss

21 Competitor Maintenance

22 Sales Cycle Setup Define process of your sales cycle Step 1 - Opportunity Statuses Enter Status, Description, Win/Loss Indicator and whether to Mark Opportunity as Completed or not Only 1 status can have default status for new opps

23 Sales Cycle Opportunity Types Optional tab to differentiate between different types of leads Parameter in Sales Management Inquiry User defined types, descriptions and statuses

24 Sales Cycle Opportunity Stages Stages of movement through sales cycle Sequenced to progress in logical order Drag and drop to change sequence Probability % is likelihood opportunity will be won at that point in the process

25 Sales Cycle Opportunity Steps Breaks each stage down into smaller steps Drag and drop to put in logical sequence Display as Next Step in Opportunity Maintenance

26 Opportunity Maintenance Track opportunities before becoming quotes Start opportunity with little information, build as the project progresses

27 Opportunity Maintenance Track ownership of opportunities by salesrep, location, territory, and the person who is responsible for the next step of the project

28 Opportunity Maintenance Opportunity statuses, sales stages, and next step required are all user-defined, for customizability and fit for your company

29 Opportunity Maintenance Multiple contacts, with an opportunity-related role, can be linked to an opportunity Shows last touch indicator by contact

30 Audit Trail Tab RMB to attach electronic documents to the opportunity

31 Description and Products Tabs Free form area for detailed narrative of the opportunity Indicate which product groups are involved in the opportunity and report off of them

32 Tasks and Other Opportunities Tabs View open and completed tasks for this opportunity RMB click to add another task for this opportunity View other open and completed opportunities for this customer as well as their related tasks

33 Competition Tab Track your competitors for each opportunity, and see their strengths, weaknesses, and other information related to them

34 Quote / Order / Invoice Tab Displays all quotes, orders and invoices linked to this opportunity Drill down and RMB options are available for more information Compare actual success with initial predictions

35 Opportunity Maintenance Additional points of interest: Quotes can be created from Opportunity Maintenance via a RMB click Contact Maintenance, Customer Maintenance, and Competitor Maintenance are all just a RMB click away When opportunity is flagged Complete, system reminds you of open tasks Opportunity Maintenance can be used to track customer cases/issues, using alerts and auto tasks to escalate cases based on severity

36 Sales Management Inquiry Graphical sales pipeline representation Forecasts based on probability of opportunities success Sales snapshot at sales manager level Salesrep comparisons of selected opportunities Statistics by fiscal period of won v. lost, broken down by salesrep Supporting opportunity detail readily available

37 Sales Management Inquiry Criteria-driven customizable Criteria can be saved and quickly recalled to see what you want to see, repeatedly All output is displayed on the screen for ready analysis Information can be saved as Excel spreadsheets for reports and further analysis

38 Sales Management Inquiry

39 Sales Management Inquiry

40 Pie chart broken down by territory, location, or salesrep

41 Pipeline by Stage gives immediate understanding of how your sales force is doing

42 Future opportunities forecast values based on probability of success, by both fiscal periods and quarters

43 Opportunity Detail Tab List of opportunities, either supporting other tabs, or as a stand-alone analysis tool Includes access to related tasks for each opportunity

44 Opportunity Detail Tab RMB options for Sort RMB options for Services Save As allows data to be saved as Excel, text, PDF Data can be opened in Excel and analyzed

45 Sales Snapshot Tab Sales information based on fiscal year to date, for the entire salesrep, manager, location or territory

46 Salesrep Opportunity Comparison

47 Salesrep Opportunity Comparison Summary salesrep comparisons, with easy access to supporting detail

48 Opportunity Statistics

49 Opportunity Statistics Statistics of won and lost opportunities, with win percentage, per fiscal period, broken down further by salesrep

50 Opportunity List

51 Sales Management Inquiry Summary - Sales Management Inquiry provides the tracking and analysis of opportunities desired in a CRM system

52 Marketing Capabilities Marketing capabilities tracking blasts

53 Tracking Within Prophet 21 Ability to link s to Prophet 21 Stores the entire text, not an link, as completed tasks in Prophet 21 Documents that are linked to the will be accessible in the completed task Both incoming and outgoing s can be linked Multiple s can be selected and linked at once Connections are made to the contact and customer based on the address s can also be linked to opportunities, once brought into Prophet 21

54 System Settings for Tracking Setup / System Setup / System / System Settings

55 Tracking Within Prophet 21 Link at the click of a button Highlight multiple s in the incoming or outgoing folders for linking

56 Tracking within Prophet 21 Link at a click of the button Send and link using one click for outgoing s

57 Tracking Within Prophet 21 Log into Prophet 21 only required the first time linking is done each day

58 s displaying in Task History

59 s displaying in Task History

60 Blasts Many fields in Contact Fast Edit for the selection of contacts blast sent to selected contacts on the Customer Blast tab Called via a RMB click Select template to send, or send free form Uses Microsoft Word template and mail merge functionality Templates include Prophet 21 tokens Create Mailing list by RMB click

61 Blasts Click the Create Mailing List RMB option to save mailing list for future Click BLAST to send these contacts an

62 Blasts

63 Summary Define Customer Relationship Management Utilize Contact Management Establish Tasks from Task Maintenance and Alert Maintenance Setup opportunities for sales leads in Opportunity Maintenance Manage and analyze opportunities through Sales Management Inquiry Utilize Marketing tools

64 For More Information Prophet 21 Help Files Visit Activant on the web: View Educational Services course offerings Browse Documentation Version 12.0 New Sales Processing Features Search the Solutions database Submit a Support case Professional Services Sales pss@activant.com