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SYSPRO Contact Management
Version 6.1
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SYSPRO is an internationally-recognized, leading
provider of enterprise business solutions. Formed
in 1978, SYSPRO was one of the first software ven-
dors to develop an Enterprise Resource Planning
(ERP) solution. Today, SYSPRO is a global business
solutions vendor, represented on six continents
and by more than 1500 channel and support
partners. Over 14,500 licensed companies across
a broad spectrum of industries in more than 60
countries trust SYSPRO as the platform on which to
manage their business processes.
Customer focus is a core component of SYSPROs
corporate culture and is one of the key reasons
why SYSPRO maintains a strong leadership position
in the enterprise application market. By focusing
on people and building lasting relationships with
customers and partners, SYSPRO consistently
excels at guiding customers through all aspects
of their implementation and ongoing usage. The
aim is to deliver world-class software that gives
customers the control, insight and agility they need
for a competitive advantage in a global economy.
As such, SYSPRO provides a unique combinat ion of
robust, scalable technologies that ensure mini-
mal risk and a high return on investment.
SYSPRO is continually developing remarkable
software that simplifies operational effectiveness
and keeps customers in control of their business-
es. Our vision is focused on meeting customer
needs today and in the future.
The most integrated, uncomplicatedand effortless business software solution
for small and medium enterprises
SYSPROIntroducing
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Contact Management
Contact Management is a means of centralizing information about all the people with whom an organiza-
tion deals, and the people within the organization who deal with them. These can range from customers to
suppliers, prospects, sister companies, consultants and competitors. All contacts and communications with
contacts can be recorded and accessed as required, thereby empowering an organization to provide a
high level of customer service with minimal effort.
Not only does Contact Management contain the information for your contacts, it also contains the informa-tion for your colleagues contacts in the same and other organizations. Contact Management provides mul-
tiple ways of looking at organization lists so that you can view the information in a way that suits you.
Information about communications (or activities) that have happened between touch points in both organi-
zations can be stored and queried. This prevents duplication of effort and provides management with a bet-
ter view of what is happening as well as the opportunity to intervene when necessary. As the system is easy to
update, it encourages users to keep the information current.
Integration with Microsoft Outlookallows email correspondence to be sent and updated as an activity
within the Contact Management system. The contact address information is stored in a structured format and
is integrated with Microsoft MapPoint,allowing you to view the address and if required generate directions.
SYSPRO provides a free utility that allows users of Microsoft Office to query and extract the contact manage-
ment data, regardless of whether they use SYSPRO or have it loaded on their workstation. This allows virtuallyeveryone in your organization to have access to the contact management data.
The contact and activity information can be accessed using Contact Management Query, which provides
an organization view, a contact view and a search view. The query can be launched from the main SYSPRO
menu or from locations within the customer and supplier queries.
Contact Management Query is the heart of the Contact Management system - use it to quickly and easily
view your contact information and search for organizations, contacts or even specific activities.
My Organization Contacts
Contact Activities
Customer Contacts
External Accounts Contacts
Microsoft MapPoint
Supplier Contacts
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The following defines the key areas covered by the Contact Management system and explains some of the
terminology used.
Contacts - providing a centralized database
The Contact Management solution is designed primarily to manage contacts. A contact represents an
individual person and contains information such as their address, employer, job title, etc.
By recording contact information in the system, all personnel in your organization have access to a com-
mon database of up-to-date information instead of local copies of this information.
In addition, you can add your own employees to My Organization. This allows you to record communi-
cations (such as email) between your own staff as well as between external companies. For example, if
one person sends mail to an external customer and copies more than one internal employee, then each
internal employee can view the mail sent. The mail is also recorded against the external contact. You canpress F8 to view your contacts from anywhere within SYSPRO.
Activities - providing a record of phone calls, emails etc.
The Contact Management solution allows you to record activities relating to the contact. An activity could
be a phone call made or received, or an email sent or received. User-defined activities are also supported.
By recording activities in the Contact Management system, all applicable personnel in your organization
can be up to date with the most recent contact with the individual. This provides visibility using a common
database rather than each person having a local copy of their recent contacts.
To record a sales phone call, you simply click on the hyperlinked telephone number against a contact
from within the Contact Query. This invokes a dialog allowing you to capture information about the call.
The dialog allows you to capture the date and time of the call together with other information to help you
record the purpose and success of the activity. It can also include user fields.
You can set a follow-up flag together with a date/time which can be viewed in the Contact Query. The
description of the follow-up flag can be customized to cater for your requirements.
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Features
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Accounts - assigning external contacts
Accounts allow you to assign contacts to organizations that are neither customers nor suppliers. An
account can represent a prospective customer (prospect), a consulting group or even a competitor.
Accounts can be queried in much the same way as you would query customers or suppliers.
When you configure an account, you assign it a name, address and location, together with a user-defined
account type that can be used for classification purposes. Once the account has been defined, you can
link contacts to it.
If an account is a prospect, you can later create a customer from the prospect account information - a
link is maintained between the account and customer. All financial transactions are recorded against the
customer but can be viewed directly from theAccount Query. This applies to suppliers as well.
Activities allow you to enter reminders which can also go into your calendar and create a to-do list. User-
defined fields are allowed. Activities can be accessed from the SYSPRO logo on the toolbar which
allows you to post a new activity related to the operator logged into the system. When creating activities or
meetings these can be included in your calendar control whether it is the SYSPRO calendar or a Microsoft
Outlook calendar.
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Unknown Attendees reviewing and assigning new contacts
When recording an email using the SYSPRO Contact Management System, where an email address is
unknown (does not match one of the email addresses against one of the contacts), the email is recorded
as an unknown attendee.
This feature reviews all unknown attendees and, when relevant, creates a new contact and re-assigns the
activities to the new contact.
The Unknown Attendees Review program identifies unknown attendees previously recorded against all
activities. These are then shown in a listview - grouped and sorted by email address.
nAdding a new contact
Review the activities and, if applicable, elect to create a new contact.
nLinking to an existing contract
Alternatively, reassign the activities recorded against an unknown attendee to an existing contact. This
is particularly useful when the email address held against the contact was incorrect (either because it
was captured incorrectly or it had changed).
nFiltering and searching activities
The review program provides a filter by date, and shows activities grouped and sorted by email
address. The date filter defaults to today so that the initial list shown is relatively small.
nExcluding email addresses
The review program provides the ability to exclude selected email addresses. This allows you to filter out
activities that you do not wish to assign to a contact. The list of excluded activities will be remembered
the next time you use the review program.
nUnknown attendees recorded against other activity types
When posting activities other than email (such as calls, meetings, tasks or user-defined activities) you
also have the ability to record unknown attendees. E.g. when capturing details of a meeting you canrecord the names of all the attendees even the ones not previously recorded in the Contact
Management System.
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Contact Management Query
At the heart of the Contact Management system is a powerful and flexible Contact Management Query.
This provides several views into your contact information, allowing you to see the relationships between
organizations (customers, suppliers and accounts), their contacts and their activities.
Organization View
The Organization Viewallows you to quickly and easily see the relationships between the organizations
with whom you deal. You can viewAll Organizations or, more likely, you can define a list of organizations
(customers, suppliers and accounts) with which it is your responsibility to work or regularly interact.
Using an extremely simple-to-use interface, you can navigate through the organizations and view their
contacts. You can define and work with multiple organization lists.
Contact View
The Contact View allows you to concentrate
on the contacts for a single organization andview the activities recorded against them.
If you select an organization, the system shows
all activities for the entire organization. If you
select a single contact then only that contacts
activities are displayed.
Filter capabilities are easy to use and can be
user defined. They are displayed in a pull-down
list and the system remembers the last selec-
tion criteria.
Search View
The Search View allows you to quickly and
easily search for customers, suppliers, ac-
counts, contacts or activities.
Once the search results are shown, you can
use the hyperlinks to drill down to more infor-
mation about the entity.
When searching organizations, you can save
the search results as an Organization List and
maintain the list as required. You can define
search preferences.
your informationAccessing and viewing
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Organization Lists
The Organization Viewshown in the Contact Management Querydefaults to showing all organizations. In
many cases, however, it makes more sense to work with just the organizations for which you are responsible.
For example, a typical Account Manager is responsible for a number of customers, suppliers and/or
accounts.
Multiple Lists
You can configure as many organization lists as you require. This could be used to group organizations
into various types of work that you perform (e.g. new prospects vs. account management) or may rep-
resent organizations from different regions, customer size, market or other designation.
Organization lists can be published to others working in the same role or company.
After performing an organization search you can save the search result as an organization list and
either use it immediately or change it as required.
Each list can have an associated Notepad for documenting relevant information about the list.
When using the Contact Management Query, it remembers the last list you were viewing. In addition,you can set one of your lists as your favorite for quick access at any time.
Hierarchies and Company Groups
Some of the organizations you deal with may comprise a head office linked to one or more divisions or
subsidiaries. The Organization List Maintenance function makes it extremely easy to configure hierar-
chies to map onto your organizations with many levels of structure.
your informationStructuring
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Although the Contact Management solution can be used standalone, the biggest attraction is its seamless
integration to the rest of the SYSPRO suite. This includes instant access to all the contacts defined against a
customer or supplier.
SYSPRO Contact Management caters for seamless and free integration to Microsoft Office:
nMS Outlook, for sending and receiving Email
nMS Excel/Word to query organizations and contacts
nCreate letters including statements
nGraphs
nCopy and Paste
nExternal customers can be allowed access
Integration to Microsoft Outlook
Many companies use Microsoft Outlook for their email, scheduling appointments and meetings, and for
storing basic contact information. The Contact Management solution integrates with MS Outlook using
SYSPROs e.net technology.
This integration allows you to send email and simultaneously record the message as an activity in the
SYSPRO Contact Management system.
In addition, you can select one or more received email messages and have them recorded in the SYSPRO
Contact Management System. This can be automated.
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is key to successIntegration
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Integration to Microsoft Office
Most organizations use MS Office applications such as Excel and Word for many of their day-to-day
functions.
Our goal is for virtually everyone in your organization to have access to the SYSPRO Contact Management
information on their desktop, even if they are not regular SYSPRO users.
The SYSPRO Contact Management system has the ability to provide contact, customer, supplier and ac-
count information in your MS Word session. A pane can be invoked from an MS Word session.
The SYSPRO information is shown in a pane alongside your current document.
In the example shown, the operator has performed a search on customers. They then selected one of
the customers from the search results and drilled down into the customer details. Lastly, they drilled down
further, showing invoice information for that customer.
When you have found the information you require, you can use the arrow and/or context menu to copy
and paste the information straight into your document. Then, with a single click, transfer this information
directly into the current documents. This is a free application and can be deployed to any staff, evenexternally.
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Integration to MapPoint
The Contact Management System stores addresses using a structured format, allowing simplified and ac-
curate capture, selection and reporting.
Each address consists of the following parts:
nBuilding
nStreet
nCity
nLocality
nState/Province
nCountry
nZIP/Postal code
Thus, if you are using Microsoft MapPoint and
have the appropriate map installed, you can
drill down directly to view the map of the loca-
tion. This can be used to get general directions
and view nearby points of interest or event printthe map.
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