Activant Prophet 21 - Epicor · 2010-04-01 · CRM Overview - Opportunities, Sales & Marketing...
Transcript of Activant Prophet 21 - Epicor · 2010-04-01 · CRM Overview - Opportunities, Sales & Marketing...
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Activant Prophet 21
CRM Overview - Opportunities, Sales & Marketing Tools
Customer Relationship Management Suite Course 2 of 2
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This class is designed for…
System AdministratorsPersonnel responsible for tracking business opportunities and analyzing themPersonnel responsible for maintaining customer relationshipsPersonnel involved with telemarketing activities
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Objectives
Enter and track leads through Opportunity MaintenanceUtilize Opportunity Maintenance for customer issue resolutionSet up pipeline reports and case status reports for managers and customer serviceCreate marketing opportunities with email blasts and mail merge.Utilize P21-Outlook integration for keeping track of customer correspondence
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This course will NOT cover…
Customer MaintenanceShip to MaintenanceTask MaintenanceCMIContact MaintenanceProcess Tasks for call centers
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What is Customer Relationship Management?
The ability to access information needed to service customers and prospects
Tracking of leads and opportunities prior to quote creationManage customer issues through a case resolution system
The ability to use information to reach your potential customer base
Targeted marketing via e-mail blasts Analysis of won & lost opportunities
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Sales Force Automation
Opportunity trackingDefine sales leads
Manage customer issues
Sales Management InquiryPipeline capabilities
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System Settings
Display opportunities in CMI, OE, FC, RMA Entry, Mfg Rep Orders and Service Order Entry
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Salesrep Security
Limited salesrep securitySales managers can be assigned to salesrepsManagers can be restricted to their own salesrep numbers and all subordinates quickly and easilySalesrep Maintenance and CRM Security Maintenance for setting up chain of commandSecurity limits users in 3 areas – CMI, Sales Management Inquiry and Opportunity Maintenance
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Sales Manager ID
Sales manager can access salesrep’s customers and transactionsActs as supervisor in Sales Management Inquiry
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CRM Security Maintenance
CRM Security Maintenance applies to CMI, Opportunity Maintenance and Sales Mgmt InquiryCan only see customers and opportunities of salesrep listed
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CRM Security Maintenance
Enter Admin’s salesrep id as Sales Mgr ID for Sales SupervisorEnter Admin’s salesrep id as Salesrep ID in CRM Security Maintenance
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Sales Force Automation
System MenuTerritory Definitions
Lost Sales Code
Sales Cycle Setup
Competitor Maintenance
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Territories
System Setup / System / System Settings
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Territory Maintenance
Add, edit and delete territoriesUser defined territories for your business needs
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Territory Group Maintenance
Organize territories into groupsTerritory may belong to more than one groupTerritories tab to list territories belonging to group
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Territory Use
Customer and Ship To Maintenance have Territory tabs for assigning territories to customers and or ship tosRMB click for options to copy territories to ship tos, disable territories and enable territories
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Lost Sales Code Maintenance
Create Lost Sales Codes for both Orders lost and and Opportunities lost
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Lost Sales Code Maintenance
Affect UsageOn: Lost sales assigned a Lost Sales ID with Affect Usage turned on will impact usage for the itemOff: 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 OEImportant 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
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Lost Sales Report
Report shows lost sales, including opportunities
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Lost Sales Report Tabs
Criteria Tab – enter parameters to limit reportLost 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
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Competitor Maintenance
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Sales Cycle Setup
Define process of your sales cycleStep 1 - Opportunity Statuses
Enter Status, Description, Win/Loss Indicator and whether to Mark Opportunity as Completed or notOnly 1 status can have default status for new opps
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Sales Cycle – Opportunity Types
Optional tab to differentiate between different types of leadsParameter in Sales Management InquiryUser defined types, descriptions and statuses
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Sales Cycle – Opportunity Stages
Stages of movement through sales cycleSequenced to progress in logical order
Drag and drop to change sequence
Probability % is likelihood opportunity will be won at that point in the process
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Sales Cycle – Opportunity Steps
Breaks each stage down into smaller stepsDrag and drop to put in logical sequenceDisplay as Next Step in Opportunity Maintenance
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Opportunity Maintenance
Track opportunities before becoming quotesStart opportunity with little information, build as the project progresses
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Opportunity Maintenance
Track ownership of opportunities by salesrep, location, territory, and the person who is responsible for the next step of the project
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Opportunity Maintenance
Opportunity statuses, sales stages, and next step required are all user-defined, for customizability and fit for your company
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Opportunity Maintenance
Multiple contacts, with an opportunity-related role, can be linked to an opportunityShows last touch indicator by contact
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Audit Trail Tab
RMB to attach electronic documents to the opportunity
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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
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Tasks and Other Opportunities Tabs
View open and completed tasks for this opportunityRMB click to add another task for this opportunity
View other open and completed opportunities for this customer as well as their related tasks
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Competition Tab
Track your competitors for each opportunity, and see their strengths, weaknesses, and other information related to them
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Quote / Order / Invoice Tab
Displays all quotes, orders and invoices linked to this opportunityDrill down and RMB options are available for more informationCompare actual success with initial predictions
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Opportunity Maintenance
Additional points of interest: Quotes can be created from Opportunity Maintenance via a RMB clickContact Maintenance, Customer Maintenance, and Competitor Maintenance are all just a RMB click awayWhen opportunity is flagged Complete, system reminds you of open tasksOpportunity Maintenance can be used to track customer cases/issues, using alerts and auto tasks to escalate cases based on severity
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Sales Management Inquiry
Graphical sales pipeline representationForecasts based on probability of opportunities’successSales snapshot at sales manager levelSalesrep comparisons of selected opportunitiesStatistics by fiscal period of won v. lost, broken down by salesrepSupporting opportunity detail readily available
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Sales Management Inquiry
Criteria-driven – customizableCriteria 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
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Sales Management Inquiry
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Sales Management Inquiry
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Pie chart broken down by territory, location, or salesrep
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Pipeline by Stage gives immediate understanding of how your sales force is doing
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Future opportunities’forecast values based on probability of success, by both fiscal periods and quarters
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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
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Opportunity Detail Tab
RMB options for Sort
RMB options for ServicesSave As allows data to be saved as Excel, text, PDFData can be opened in Excel and analyzed
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Sales Snapshot Tab
Sales information based on fiscal year to date, for the entire salesrep, manager, location or territory
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Salesrep Opportunity Comparison
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Salesrep Opportunity Comparison
Summary salesrep comparisons, with easy access to supporting detail
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Opportunity Statistics
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Opportunity Statistics
Statistics of won and lost opportunities, with win percentage, per fiscal period, broken down further by salesrep
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Opportunity List
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Sales Management Inquiry
Summary - Sales Management Inquiry provides the tracking and analysis of opportunities desired in a CRM system
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Marketing Capabilities
Marketing capabilitiesE-mail trackingE-mail blasts
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E-mail Tracking Within Prophet 21
Ability to link e-mails to Prophet 21Stores the entire e-mail text, not an e-mail link, as completed tasks in Prophet 21Documents that are linked to the e-mail will be accessible in the completed taskBoth incoming and outgoing e-mails can be linked
Multiple e-mails can be selected and linked at once
Connections are made to the contact and customer based on the e-mail address
E-mails can also be linked to opportunities, once brought into Prophet 21
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System Settings for E-mail Tracking
Setup / System Setup / System / System Settings
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E-mail Tracking Within Prophet 21
Link at the click of a buttonHighlight multiple emails in the incoming or outgoing folders for linking
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E-mail Tracking within Prophet 21
Link at a click of the buttonSend and link using one click for outgoing emails
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E-mail Tracking Within Prophet 21
Log into Prophet 21 – only required the first time linking is done each day
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E-mails displaying in Task History
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E-mails displaying in Task History
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E-mail Blasts
Many fields in Contact Fast Edit for the selection of contactsE-mail blast sent to selected contacts on the Customer Email Blast tab
Called via a RMB clickSelect template to send, or send free form e-mail
Uses Microsoft Word template and mail merge functionalityTemplates include Prophet 21 tokens
Create Mailing list by RMB click
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E-mail Blasts
Click the Create Mailing List RMB option to save mailing list for futureClick Email BLAST to send these contacts an email
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E-mail Blasts
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Summary
Define Customer Relationship ManagementDefine Customer Relationship ManagementUtilize Contact ManagementEstablish Tasks from Task Maintenance and Alert MaintenanceSetup opportunities for sales leads in Opportunity MaintenanceManage and analyze opportunities through Sales Management InquiryUtilize Marketing tools
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For More Information…
Prophet 21 Help FilesVisit Activant on the web: http://distribution.activant.com/
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