Post on 21-Aug-2020
Activant Prophet 21CRM Overview: Customer, Contacts & Tasks
Customer Relationship Management Suite Course 1 of 2
This class is designed for…
Sales managersAnyone involved in entering contactsAnyone needing to look up customer information in Customer Master Inquiry (CMI)Call center employees
Objectives
Utilize CMI to answer customer questionsEnter Contacts and contacts on the flyCreate TasksUtilize Process Tasks for call centers
This course will NOT cover…
Opportunity MaintenanceSales Management InquiryEmail Blasts, mail merge and P21- Outlook integration
CMI – Accessibility
AccessibilityShortcut iconHotkey - F8Right Mouse Button anywhere Customer ID field is presentLink Name field drill down in Contact Maintenance and Contact Inquiry
CMI – General Information
Column sorting availablePrint and Print Preview available from RMB menu
Foreign currency view toggle
CMI – Customer/Contact Information
Displays customer and contact informationAdditional customers viewed are accessed via scrolling buttons on toolbar or RMB menuDrill into last name of contact to view record
User Maintenance
Use Contact Maintenance rather than Contact Inquiry when drilling into last name of contact in CMIAllow RMB access to Customer Maintenance in top area of CMI by using a Go To option to Customer Maintenance
CMI – Customer/Contact Information
RMB - Find Customer via Contact
CMI – Bottom Tabs
Tabs are grouped logically by functionAlso an Audit Trail tab
Tab Options
RMB click on tab and choose to Open this tab on startup for customers or prospects or both
CMI – Credit Status
Snapshot of where the customer standsLast 3 orders and quotes, last invoiceSummary of sales & credit information
CMI – Payments Tab
All payments from customer are listedCheck Number drill down available
CMI – Order History
Summary of order historyRolling twelve months
Sales and profit comparison to “average customer”
CMI – Open Orders
Lists of open orders, service orders, open quotes, invoices, etc,
Each on its own tabAll in one query
Invoices Tab
Invoices may be filteredDrilling into invoice launches AR Drill Down by Invoice
CMI – Cash Collection Calls
View open or all collection calls for customer by using RMB toggle optionDrill into Notes field to open and edit notesGo to Cash Collection Call Maintenance and Cash Receipts by Customer
CMI – Tasks and Task History
Open and completed tasks for customer all viewable from the Customer Master Inquiry
Filter capabilities Can display tasks assigned to other usersCompleted tasks display on Task History tabDrill into Activity ID to edit the task and add to comments Drill into Comments to expand the area for viewing
CMI – Physical Address
General information includes:Physical addressTerritoriesShip to’s and salesrepsCustomer notes
Document Links
Prospect Wizard
Go To options available with RMB clickCustomer MaintenanceCustomer Notepad MaintenanceOrder Drill Down by Customer
RMB Go To Options
Sales Pricing InquiryOrder Entry
RMB Options
Refresh Data allows changes made to records to be viewedTasks option allows tasks to be viewed or addedServices options allow Print, Print Preview and Save As on any tabs
Contact Drill Downs
Drill Down capabilityLast Name opens Contact Maintenance or InquiryFax Number sends a fax immediatelyEmail Address sends an email immediatelyLast Touch date opens View Task History Detail to see what task was done for the contact that updated the Last Touch date
Contact RMB Options
Email or Fax Attachment options launch email or fax window and send attachments tooShow a Map of this Address opens Google Maps for address of contactGet Driving Directions also opens Google Maps with starting and ending address fields
Driving Directions
Click the Map It button to launch Google Maps
Driving Directions
Google maps opens with the driving directions already calculated
Contact Management
Maintenance folder options contain both contact and customer related options
Contact Maintenance
Contact System Settings
Validate customer contacts associates contact created OTF with customer on orderMandatory customer contacts makes the Contact ID field as required in Order Entry
Contact Maintenance
Last Hard Touch
Hard touch indicator capabilitiesIdentifies tasks when significant contact with a contact or customer is madeActivities can be set to default to trigger the hard touch indicator
The trigger can be overridden by individual task
Displayed in Order Entry, Customer Master Inquiry, and Opportunity Maintenance, to provide relevant and immediate informationCan filter based on the hard touch date in the Contact Report, to verify that all customers are being managed appropriately
Contact Role
Contact Type
RMB Menu Options
Task Tab
Task History
Shows history of completed tasks for this contact
Other Tabs in Contact Maintenance
Phone/EmailPhysical AddressPersonal InfoLead SourceDocumentMailing ListSalesrepClass
Cash Collection Calls Tab
Displays all Cash Collection Calls, but can toggle to only show open calls
Can edit Notes and Times Contacted
Bottom area displays invoices attached to collection calls
Contacts Report
Contact Mgmt / Reports / ContactsFilter by Last Hard Touch
Task Maintenance
Contact Management / Maintenance / Task Maintenance
Task Accessibility
RMB click from anywhere in the system to launch your tasks or to add a new task
My Tasks Menu
My Tasks sidebar area displays tasks past due, due today, tomorrow, within 7 days and within 28 days
Tasks
Acts as To Do notes Can be attached to Contacts, Customers, Suppliers and/or specific transactions Can be set up to display RemindersAutomatic Task Reminders and viewing of overdue Tasks upon login Assign more than one person to a taskAssign the same task to multiple contactsSystem Administrator can see all open tasks in the system
Schedule Task
Step 1
Step 2
Step 3
Activity Type Maintenance
Activities used when creating tasksPhone call, Sales call, Demo, Meeting, Follow-up, Complaint, Lunch, Fax, Email, etc.Can indicate as Hard Touch if meaningful interaction will occur with the customer
Schedule Task
Step 4
Step 5
Step 7
Step 6
Schedule Task
Step 9
Step 10
Step 8
Assigned To Tab and Contacts Tab
Assign task to multiple people
Assign task to multiple contacts
Tasks
Tasks
Automatic Task Reminders will appear at Log In
Tasks
Set up prompts for Tasks to be created in User Maintenance
Alert Maintenance
Alerts can now generate a task as well as an e-mail
Choose to create e-mails and/or tasks
Tokens are used to create the task, similar to the e-mail functionality
Contact Fast Edit
CRM band / Contact Mgmt / Maintenance / Contact Fast EditProvides a quick way to access and update multiple contactsAbility to create tasks for multiple contacts at once
Contact Fast Edit
Contact Fast Edit
Mass Task Creation
Create groups of tasks in Contact Fast Edit
Telemarketing Capabilities
“Process Tasks” right mouse button from either the My Tasks menu or the Task Maintenance window
Converts a group of tasks to a work list Can be filtered by activity and/or date
Customers for the selected tasks auto-populate the Customer Master Inquiry The user can then step through the pre-populated list of customers
Process Tasks
RMB click from the Portal view or My Tasks to access tasks in Processing mode
CMI – Processing Tasks
VCR buttons to maneuver, include stop and resume
Complete By Date
Comments field for entry of notes
Assigned To Task Bar
Contact information
Reschedule by entering 1D = 1 day
CMI – Processing Tasks
The list of customers to be processed can be seen on the new Viewed List tab in CMI
CMI – Processing Tasks
Email or fax documents via RMB click on contact
Summary
Utilize CMI to answer customer questionsEnter Contacts and contacts on the flyCreate TasksUtilize Process Tasks for call centers
For More Information…
Prophet 21 Help FilesVisit Activant on the web: http://distribution.activant.com/
View Educational Services course offeringsBrowse Documentation – 12.0 Sales New Features GuideSearch the Solutions databaseSubmit a Support case
E-mail Professional Services Salespss@activant.com
Customer Relationship Management Suite
Customer Relationship ManagementOpportunity MaintenanceSales Management InquiryCommunicating with customers via email blasts, mail merge, linked documents and P21-Outlook integration