CRM Reports Module. Dolphin Dynamics

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1 Dlphin Dynamics CRM Reprts Mdule Cpyright 2016 Dlphin Dynamics Ltd. The infrmatin cntained herein is the prperty f Dlphin Dynamics Ltd. N part f this publicatin may be reprduced, stred in a retrieval system, r transmitted in any frm r any means electrnic r mechanical, including phtcpying and recrding fr any purpse ther than the purchaser s persnal use withut the written permissin f Dlphin Dynamics Ltd. Dlphin Dynamics Ltd Upper Richmnd Rad Lndn, SW15 2SL

2 Table f Cntents Glssary f Abbreviatins... 3 Intrductin... 3 Standard Reprts... 3 Examples f Standard Reprts... 9 CRM Reprts Sales Statistics Reprt Sales by Vendrs, Prducts and Data surces Year n Year Sales and Bkings Reprt Bking Status Reprt Custmer Statistics Reprt Staff Statistics Reprt Staff Cnversin Reprt Dlphin Dynamics Ltd Cnfidential 2

Glssary f Abbreviatins Term / Abbreviatin Definitin BMM bking management mdule Intrductin Dlphin s bking management mdule ffers CRM dedicated reprts these are accessible frm Reprts

3 Glssary f Abbreviatins Term / Abbreviatin Definitin BMM bking management mdule Intrductin Dlphin s bking management mdule ffers CRM dedicated reprts these are accessible frm Reprts > Standard Reprts in the tp menu bar. Fr infrmatin n advanced reprts please cntact ur supprt team. Standard Reprts Select Reprts > Standard Reprts: Dlphin Dynamics Ltd Cnfidential 3

Feature Reprts Descriptin Name Type Type (drpdwn menu) Descriptin Filters Name f the reprt The type the reprt belngs t Unless yu take advanced reprts, yu will see CRM reprts and a selectin f

4 Feature Reprts Descriptin Name Type Type (drpdwn menu) Descriptin Filters Name f the reprt The type the reprt belngs t Unless yu take advanced reprts, yu will see CRM reprts and a selectin f statistic reprts, lists and mailing labels and vendr financial reprts. CRM custmers will nt be able t view anything under the rest f the reprt types. This sectin prvides a descriptin f the reprt and all the clumns that display when the reprt is printed t give a clear indicatin f the type f data the reprt cntains. The Standard Reprts windw prvides yu with a wide range f selectin criteria t run yur reprt which are called Filters. The filters yu can chse are separated under headings entitled Field, Operatr, Value 1 and Value 2. Examples f fields are branch cde, flder number and custmer name. The infrmatin yu want t include n the reprt will determine which fields yu use. Fr example, if yu want a list f bkings created ver a perid in a specific branch, yu will run the flder activity reprt using the belw fields. Dlphin Dynamics Ltd Cnfidential 4

5 Field, Operatr, Value 1 & 2. This is where yu start t build the selectin clause. Yu will need t chse the peratr depending n the type f fields yu use. Example f peratrs are: equal t, between, different than. Dlphin shws yu an peratr by default but yu can change it by clicking n the drp-dwn menu. Fr a character field (a name, destinatin etc.) select frm the drpdwn list: Between Different Than Equal T Field Length Equal T Field Length Greater Than Field Length Less Than Greater Than Greater Than Or Equal T Is Is Nt One Of Is One Of Less Than Less Than Or Equal T Starting With Type in the filter criteria e.g. SMITH. If yu chse between as yur peratr, yu will need t enter values in bth Value 1 and Value 2 fields. Fr a Date field (departure date, creatin date, etc.) select frm the drpdwn list: After After r Including Befre Befre r Including Between Equal T Is Other Than Type in the date filter in frmat: 01JAN17. If yu chse between as yur peratr, yu will need t enter values in bth Value 1 and Value 2 fields. Fr an amunt field (flder balance, invice amunt etc.) r a number field (flder number, invice number etc.) select frm the drp-dwn list: Between Different Than Equal T Greater Than Greater Than Or Equal T Is Is Nt One Of Is One Of Less Than Less Than Or Equal T Type in an amunt e.g r a number e.g The peratrs Is One Of and Is Nt One Of allw the user t list multiple values separated by cmmas. If yu chse between as yur Operatr, yu will need t enter values in bth Value 1 and Value 2 fields. Fr a yes/n field (e.g. Flder Is Cst Qute, Pricing Is Fully Inviced etc.): Different Than, Equal T, Is. Select either: False True Either Dlphin Dynamics Ltd Cnfidential 5

When using true/false/either cnsider the filter being used. Fr example: Flder Is Cst Qute Equal T False. This means that yu wuld like results t exclude any flders which are cst qutes.

6 When using true/false/either cnsider the filter being used. Fr example: Flder Is Cst Qute Equal T False. This means that yu wuld like results t exclude any flders which are cst qutes. Please see example belw where Branch Cde is Equal T HQ, Flder Creatin Date is Between 01JAN17-31JAN17, and Flder Owner Staff Cde Is One Of AAA,BBB,CCC. Nte: Mst fields that have been cnfigured in the Standard Reprts windw cntain blank values as they are set up waiting fr users t specify their wn values if required. If value fields are left blank, they are ignred frm the reprt and will nt be used t filter data in the reprt. Bth Flder Is Cst Qute and Flder Is Vided have been set t default t False t exclude all cst qutes and vided flders in the reprts. These settings can be changed at any time in the Standard Reprts windw if users want t include cst qutes and vided flders. Cpy Filters Paste Filters Estimate Recrd Cunt Reprt Optins Once filters have been entered int a reprt they can be cpied using the buttn r hlding dwn Ctrl+C n the keybard. Filters can nly be cpied and pasted int reprts which use the same views. Where the same view is used but nt all fields exist in the reprt being cpied t, Dlphin nly pastes in the filters fr the fields that exist. T paste the same filters int ther reprts the user simply needs t g t the reprts they wish t paste the filters int and select the the keybard. buttn r hlding dwn Ctrl+F n Nte: Filters can nly be cpied and pasted int reprts which use the same views. Where the same view is used but nt all fields exist in the reprt being cpied t, Dlphin nly pastes in the filters fr the fields that exist. An estimate f the number f recrds yu will get n yur reprt befre yu print it. Dlphin Dynamics Ltd Cnfidential 6

7 Edit Subttals The Edit Subttals buttn feature allws the user t add new subttal grups and suppress r display subttal grups within the reprt. Yu nly need t enter the Edit Subttals windw if yu want t change the way the reprt subttals i.e. the Departure Reprt - by Destinatin subttals by destinatin, but yu als might want t subttal the reprt by custmer Name. The Edit Subttal grid includes the fllwing clumns: Subttal Field: relates t the database field that yu are subttalling n i.e. Financial Vendr ID Subttal Label Field: relates t the database field that yu want t display fr this subttal in the reprt i.e. Financial Vendr Name. Suppress Header: Select the checkbx t suppress r leave the bx clear t see the header Suppress Fter: Select the checkbx t suppress r leave the bx clear t see the fter If Subttal Field/Subttal Label Field shw NOT SELECTED, this means the user can select the subttal field/label at print time. Fields that already have a pre-defined database field cannt be changed. The and checkbxes d exactly that. If the checkbx is selected then the subttal header/fter will be suppressed frm displaying in the reprt and if the checkbx is left clear headers/fters will display n the reprt. Nte: Please nte that any changes made t the subttals r any values added in the filters sectin in standard reprts are remved when either the windw is clsed r a different reprt is selected. The example n the next page will run the reprt subttalled by the fllwing: Branch Cde: (shwing the header) Custmer Name: (shwing the fter) Flder Departure Date: (shwing bth the header and fter) Belw is an example f a reprt with the abve subttals being applied. Sme f the clumns have been mitted but is a gd representatin f a reprt using multiple subttal fields. Dlphin Dynamics Ltd Cnfidential 7

8 Shw Details The reprt will be detailed when the Shw Details checkbx is selected and shw nly summaries when the bx is clear. When printing a flder t windw the belw task bar is available with the fllwing functins. - Select this icn t exprt the reprt frm Dlphin t the user s PC. - Select this icn t print frm display. - Select this icn t remve the preview f the subttal list n the left if applicable. Dlphin Dynamics Ltd Cnfidential 8

9 - This shws yu the number f pages. The arrws allw yu t navigate thrugh the pages f the reprt. - Select this icn t stp lading the reprt. - Select this icn t refresh the cntent f the reprt. - Select this icn t use the find functin t search a recrd (flder number, custmer name, etc.) within the reprt. - Select this icn t resize the reprt. Examples f Standard Reprts 1. Item Reprt -By Prduct This reprt is fund in Type 1 Statistics Reprts. This reprt lists all items bked within a perid, subttalled by prduct. Yu can run this reprt by flder number, custmer name and item creatin date just t mentin a few fields. 2. Client List With Flders. This reprt is fund in Type 6- Lists and Mailing Labels and lists all clients that have made at least ne bking. This reprt will display the client name and address details. The reprt can be filtered using Branch Cde, Client First and Last Name and als membership numbers. 3. Item Reprt - by Financial Vendr This reprt is fund in Type 1 Statistics Reprts. This reprt lists all items bked, subttalled by financial vendr name in ascending rder. Yu can run this reprt by flder number, financial vendr name r staff cde as well as the ther fields listed in the filters list. CRM Reprts The CRM reprts have graphical frnt pages with the detail in the subsequent pages. The intentin is that they can be presented as a frm f dashbard style f infrmatin. Fr example these reprts may change frequently i.e. Bking Status Reprt r Sales Statistics Reprt will supprt the refresh functinality as shwn belw. Dlphin Dynamics Ltd Cnfidential 9

10 The CRM Reprts will use the same filter lgic as the standard reprts using the peratrs and value 1 and 2 t narrw dwn data t prduce accurate reprts. The Edit Subttals fields will nt be able t be used in the CRM reprts as there are default subttals but the Shw Details checkbx can be used. This will be apparent in the subsequent pages f the reprt after the graphic first page. The belw is the Staff Cnversin Reprt withut the Shw Details checkbx ticked and is a list f ttals fr each staff member f their cnversins detailing the ttal buy, cmmissin and sell. The belw is the same reprt with the Shw Details checkbx checked and is a detailed list f every flder cnversin fr each user detailing destinatin, buy cmmissin and sell fr each flder. Dlphin Dynamics Ltd Cnfidential 10

1. Sales Statistics Reprt Descriptin This reprt displays the statistics f sales made, specifically targeting the custmer member type and destinatin.

11 1. Sales Statistics Reprt Descriptin This reprt displays the statistics f sales made, specifically targeting the custmer member type and destinatin. Member types are managed in the client prfile and can flag a client as a certain type f custmer fr example, frequent bker r VIP. This reprt displays the different member types ttal spend and ttal bkings made per member type. It als shws tp destinatins frm number f bkings and ttal cmmissin earned per cuntry. This is a useful reprt t run n a mnthly r quarterly basis, t see where strengths and weaknesses lie in destinatins t plan fr internal training r t target areas where yu culd mve twards becming cuntry specialists. It culd als be used t identify which destinatins and areas shuld be pushed because f their high cmmissin values. This is als a useful reprt t understand yur custmers and what type f custmer bks and hw much they bk and spend. If yu are lking t see these statistics in a certain time perid yu can filter by Flder Creatin Date, Flder Cnfirmed Dated and Flder Departure Date. Dlphin Dynamics Ltd Cnfidential 11

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2. Sales by Vendrs, Prducts and Data surces Descriptin This reprt displays sales by vendr, prduct and data surce in a number f graphs and charts, firstly, displaying the numbers f all vendrs

13 2. Sales by Vendrs, Prducts and Data surces Descriptin This reprt displays sales by vendr, prduct and data surce in a number f graphs and charts, firstly, displaying the numbers f all vendrs inclusive f itinerary and financial vendrs. There are 2 charts fr tp sales by prduct, ne is displayed mnthly and ne displays ttals. The term prduct includes all the prduct cdes such as HOT fr htel, TKT fr ticket but als any fees and discunts. This reprt is useful t shw yu yur tp suppliers and mst frequently sld prducts. It is a helpful tl t identify areas f strength and weakness in the prducts that yu sell, fr example yu culd identify that yur cnsultants are nt very strng at selling car hire (prduct type CAR) and yu culd fcus in this area t imprve sales. Als, yu culd identify that sme cnsultants are using different suppliers mre than yur preferred and help yu push sales twards a different vendr. This reprt can be filtered t specify a vendr if yu wanted t see a ttal buy, sell, and cmmissin fr that particular vendr and yu can als filter by a specific date range, The cnnectrs chart is referring t custmers that use the Dlphin reservatin mdule and have data surces that feed int the Dlphin slutin. This sectin f the reprt nly applies t custmers wh have purchased this additinal mdule and des nt apply t CRM nly custmers. Dlphin Dynamics Ltd Cnfidential 13

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3. Year n Year Sales and Bkings Reprt Descriptin This reprt allws yu t easily track yur sales imprvements and declines and measure them against previus years.

15 3. Year n Year Sales and Bkings Reprt Descriptin This reprt allws yu t easily track yur sales imprvements and declines and measure them against previus years. The reprt is split int tw charts: the first easily displays where the best and wrst sales mnths were achieved in ttal cst f the bkings cmpared t previus years and the secnd ne displays the number f bkings per mnth that were cnverted frm enquires t bkings cmpared t previus years. This is a useful reprt t track imprvements and t target which mnths histrically yu made the highest vlume f bkings and prfit. It will help yu identify lw and high seasns s that yu can prepare and plan fr the years ahead. There is n maximum number f years that can be reprted n but if needed the reprt can be filtered t cmpare specific years using the Flder Cnfirmed Date r the Flder Creatin Date. Additinally if yu want t cmpare sales n a specific destinatin this is als pssible using the Flder Destinatin filter. Dlphin Dynamics Ltd Cnfidential 15

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4. Bking Status Reprt Descriptin Yu can use this reprt t easily track hw many flders have a certain flder status and cmpare them t all the flder statuses that are cnfigured in yur database.

17 4. Bking Status Reprt Descriptin Yu can use this reprt t easily track hw many flders have a certain flder status and cmpare them t all the flder statuses that are cnfigured in yur database. It als displays and cmpares the amunt f enquires and bkings ver a time. This time can be specified using the Flder Cnfirmed Date r Flder Creatin Date. The Status Pipeline chart will nly shw yu the number f bkings that have a particular status in a visual chart it des nt include the flder numbers that have these statuses. Yu can run a Flder Activity reprt if yu want a list f the flders with a certain flder status by changing the Flder Status filter t equal t the flder status. Alternatively yu culd change it t Flder Status is different than FAILED and then in edit subttals filter by Flder Status Name and this will reprt n all f the bkings that have a flder status that isn t failed and subttal them int sectins s they are all gruped tgether and easily pened. The Bking Status reprt will give yu data n all f the flders created since the database was created unless yu specify a date perimeter. Dlphin Dynamics Ltd Cnfidential 17

18 5. Custmer Statistics Reprt Dlphin Dynamics Ltd Cnfidential 18

Descriptin This reprt allws yu t gage an idea f what type f custmers yu have as a client base and what channels brught custmers t cntact yur business.

19 Descriptin This reprt allws yu t gage an idea f what type f custmers yu have as a client base and what channels brught custmers t cntact yur business. The reprt is displayed in a number f different charts and is brken dwn int 3 areas Custmer Surce Cdes, Custmer Age Bands and Custmer Lyalty. The Custmer Surce Cde refers t hw the custmer initially was intrduced t yur cmpany, i.e. newspaper ad, web search, recmmended by a friend etc. These are managed in Dlphin thrugh Search> Custmer Reference Data >Custmer Surce Cde. Surce cdes are then entered int the client prfile under the Other Inf tab. Once surce cdes are recrded against client prfiles, yu can run reprts t check what marketing channels was mst prfitable than thers and make decisins n future marketing activities. Custmer age bands are taken frm the client prfile under the ther tab and the Birthday field if a date f birth is entered here. It will break dwn the custmers ages int 5 different age bands and display them in a pie chart. If there is n date f birth added int this field then this will be displayed as unknw in the chart. Custmer lyalty refers t the length f time a custmer has had a membership. Membership types are managed in the client prfile under the Other Inf tab > Member Type field. This des nt take int accunt number f bkings that that custmer has made purely the length f time that they have held a membership. Number f bkings can still be viewed in the statistics tab in the client prfile. Dlphin Dynamics Ltd Cnfidential 19

20 6. Staff Statistics Reprt Descriptin This reprt is designed t display statistics fr each cnsultant sales by destinatin prduct and cmmissin. At the tp f each page, the reprt displays the cnsultant name and their ttal sales figures then the ttal cmmissin figures. It als shws the value f enquiries and bkings wned by each cnsultant. Because the default filters are set t Flder is Cst Qute is equal t False this will nt display any results fr qutes unless it is changed t Either. It is pssible t use the filters t nly display certain date perids by using either the Flder Creatin Date r the Flder Cnfirmed Date filters. The Destinatin pie chart lists all f the destinatins that cnsultant has bked and the ttal value f bkings per destinatin alng with a percentage allwing the cnsultant t view which is their highest earning destinatin. Similarity with Sales by prduct all f the prducts that the cnsultant has bked is listed with a ttal value fr that prduct alng with a percentage s cnsultants can see what prducts they sell the mst and als which prducts they sell least f. The Cmmissin by Prduct shws in a bar graph which is the highest earning prduct fr the cnsultant in terms f cmmissin nt just grss price. Dlphin Dynamics Ltd Cnfidential 20

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22 7. Staff Cnversin Reprt Descriptin The Staff Cnversin reprt cmpares all yur cnsultants cnversin rates and therefre shws yu tp perfrmers. The first bar graph will display a visual representatin f each cnsultant s cnversins frm qutes t bkings. The cnsultant with the highest number f bkings will be first in the graph and then the reprt lists all the ther cnsultants in rder. The Tp staff (bkings) chart displays the tp staff again but this time just shwing the number f cnverted bking withut cmparing them t the number f qutes made. This is nt a cnversin graph like the first ne n this reprt and it shws purely the cnsultant with the highest cnversin rate cmparing them t the rest f the cnsultants. The last graph n this reprt is Tp Sellers (cmmissin). This graph lists all cnsultants in alphabetical rder and then a value f ttal cmmissin earned and a percentage value f their cntributin t ttal agency cmmissin. Dlphin Dynamics Ltd Cnfidential 22

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ABC OF... PHYSICAL RESOURCES

M ABC OF... PHYSICAL RESOURCES O D U L E 14 Published by the Department f Basic Educatin 222 Struben Street Private Bag X 895, Pretria, 0001 Website: www.educatin.gv.za r Thuthng Department f Basic Educatin