CRM User Manual - Etron User Manual.pdfSales Portal – My Pending Help Task Helps on the stage of...
Transcript of CRM User Manual - Etron User Manual.pdfSales Portal – My Pending Help Task Helps on the stage of...
1
CRM User Manual
IT Div. D.J. ChanOct,1 2012
2
Outline
CRM Expert System Introduction ......... Page 3 – 3How to Login CRM ......... Page 4 – 7Sales Portal & Detail Function ......... Page 8 – 39
– Home ......... Page 8 – 31– Upload ......... Page 32 – 36– Customer ......... Page 37 – 39
Sales Operation Dept. Portal ......... Page 40 – 41Sales Head Portal ......... Page 42 – 44Expert’s Portal ......... Page 45 – 46 Asignee’s Portal ......... Page 47 – 49 President’s Portal ......... Page 50 – 53
3
Expert System - Request help & reply Data Flow
Reply orForward Help
ConfirmHelp
content
SalesHead
- Help type- Subject- Help Body
Reply orForward Help
Reply orForward Help
Reply orForward Help
NewProd
FA
Delivery
Pricing
Feedback to Expert
Forward
End
Requesthelp
Sales
Split 1 help into independent helps to expert of different help type
End
End
End
……
……
……
Reply
Feedback
Confirmthe result
Sales
New Assignee
Expert / Secretary
Expert / Secretary
Not agree
Agree & Close
Summary Report( open request –
Sale / SalesHead / Expert )
Sales HeadExpert / SecretaryWMDMNewProd
KateJamesPricing
PeterDavidDelivery
WMDMAVL
VicentMickeyFA
SecretaryExpert
Expert / Secretary
Expert / Secretary
Reply orForward Help
AVLEnd……
Expert / Secretary
44
How to Login CRM - ExternalOpen IE,Enter https://outgoing.etron.com/ Access to Etron Outgoing Mobile ServiceEnter Username/ Password/ Employee No Login Access to Web Application
CRM User Manual
55
How to Login CRM- ExternalClick CRM System, then access to CRMClick Logout, then exit Web Application
66
How to Login CRM- ExternalEnter Username/ Password Login Access to CRM
77
How to Login CRM- Internal
Double Click Big M System IconClick CRM Button to Access CRM (Do not need to enter User name / Password)
88
Sales Portal - Home
99
Sales Portal
1Summary Report : Default page, include TAM/SAM…data
Help list and status of Login Sales (Include Open / Closed Help)
1
2Sales Name : Sales can read his/her customer data only
3
2345
45
Maintain opportunity, activity
Helps on the stage of login user
1010
Sales Portal - My Summary (TAM)
1Click any fields to switch descending order or ascending order.
Click the field with underline to drill down to detail data
1
23
2
Search by customer only
1111
Sales Portal - My Summary (TAM)Drill down to all of this Customer’s Opportunities
1212
Sales Portal - My Summary (TAM)Drill down to Customer’s TAM/SAM/Share/Target detail
1313
Sales Portal - My Summary (TAM)Drill down Customer’s Activity
Activity’s attachment
1414
Sales Portal - My Summary (TAM)Drill down to Customer’s Request Help
Drill down to query these 7 helps (Open Helps)
Click detail button to display help detail
1515
Sales Portal - My Summary (TAM)Drill down to Customer’s Request Help
All Expand / All Collapse
Expand / Collapse
Action Button
Close、Reject2.5.SalesConfirme
N/A3.Close
Forward、Reply、Close
2.Expert
Confirm、Reject1.SalesHead
Modify、Cancel、Submit
0.Applicant
Action ButtonCurrent Stage
Click detail button to display help detail
1616
Sales Portal - My Summary (TAM)Drill down to Customer’s Open Sample Request
1717
Sales Portal - My Summary (TAM)Drill down to Customer’s Open Sample Request
1818
Sales Portal - My Summary (TAM)Drill down to Customer’s Open FA Case
1919
Sales Portal - My Summary (TAM)Drill down to Customer’s Open FA Case
20
Sales Portal – Opportunity / Activity
Manual Create Opportunity
OpportunityExist ?
NoBy CustomerQuery
Opportunity
Manual EnterActivity
Yes
Upload ExcelActivity to CRM
21 4
ModifyOpportunity
3
6
RequestHelp
5
1 2
3 4 5
6 Please refer to Upload Excel Activity Upload
2121
Sales Portal – Opportunity / ActivityNew / Modify Opportunity
Existed opportunity can update Expect MP Date and Key Issue only.
Create New Opportunity
Modify existed Opportunity
2222
Sales Portal – Opportunity / ActivityNew Activity / Query Activity
Save Activity, tnen you can query the activity in “Activity block” under the “Opportunity block”
2323
Sales Portal – Opportunity / ActivityMaintain Competitor
Click underline to maintain opportunity’s competitor
1
1
2
3
2 3
Create New competitor if the competitor does not exist on the left site.
Select existed competitor on the left site and move to the right site.
2424
Sales Portal – Opportunity / ActivityMaintain Chipset Id
Click underline to maintain opportunity’s Chipset Id
1
1
2
3
2 3
Create New Chipset Id if the Chipset Id does not exist on the left site.
Select existed Chipset Id on the left site and move to the right site.
2525
Sales Portal – Request Help
1
2
3
1
23
Customer Level
Opportunity Level
Activity Level
You can request help in 3 manners
2626
Sales Portal – Request Help
Select Customer
123
4
5
Customer Level
1Select Help Type2Once help type has been selected, display Expert and Secretary automatically.3
Enter Mail Subject and Message Body of Help
4
Attachment5
6
Enter expected due date6
WMDMNewProd
KateJamesPricing
PeterDavidDelivery
WMDMAVL
VicentMickeyFA
SecretaryExpert
2727
Sales Portal – Request Help
Opportunity name : Request Help under the Opportunity
123
4
5
Opportunity Level
1
Select Help Type2Once help type has been selected, auto display Expert and Secretary
3
Enter Mail Subject and Message Body of Help
4
Attachment5Enter expected due date6
6
2828
Sales Portal – Request Help
Opportunity / Activity : Request Help under the Activity
1
23
4
5
Activity Level
1Select Help Type2Once help type has been selected, auto display Expert and Secretary
3
Enter Mail Subject and Message Body of Help4Attachment5Enter expected due date6
6
2929
Sales Portal – My Help List
12
1 x(y) - x : The count of total helpy : The count of open help
2 The sum of all help types
3 3 Drill down to detail
Help list and status of Login Sales (Include Open / Closed Help)
Close、Reject2.5.SalesConfirme
N/A3.Close
Forward、Reply、Close
2.Expert
Confirm、Reject1.SalesHead
Modify、Cancel、Submit
0.Applicant
Action ButtonCurrent Stage
3030
Sales Portal – My Pending Help Task
Helps on the stage of login user ( Need Login User to Proceed )
Approval history
Attachment List
Action Button
Close、Reject2.5.SalesConfirme
N/A3.Close
Forward、Reply、Close
2.Expert
Confirm、Reject1.SalesHead
Modify、Cancel、Submit
0.Applicant
Action ButtonCurrent Stage
3131
Sales Portal – My Pending Help Task
Sales can modify help, then resubmit.
3232
Sales Portal - Upload
3333
Sales Portal – Excel Activity Upload
1
2
3
45
Select Sales Name Download Empty Template1 23 Enter Activity in Excel file
4 5 Find Excel file in your PC or NB Upload upload to CRM activity
3434
Sales Portal – Excel TAM Upload
1
2
3
4
Select Sales Name Download Template1 23 Fill in TAM data of the field in yellow
4 Find Excel file Upload update CRM TAM
3535
Sales Portal – Upload Customer Report
3636
Sales Portal – Query Customer Report
3737
Sales Portal - Customer
3838
Sales Portal – Create Potential Customer
Enter Potential Customer’s dataExist ?
NoQuery ExistingERP Customer in CRM System
Enter ERP Customer data & Mapping to CRM
YesEnter CRM
(Opp/ Activity/ Help/ Cust Report…)
SalesSales SO Dept
Sales
Close
1If customer is not existing, click the button “New” to create a new customer.2Enter key word and query customer is existing or not.
12
3939
Mail Notification – To Sales Operation Dept.
4040
Sales Operation Dept. Portal
4141
Sales Operation Dept. Portal – Mapping Customer
4242
Sales Head Portal
4343
Sales Head Portal
1Summary Report : Default page, include TAM/SAM…data
1
2Sales Head Name
3
2345
4
5Maintain opportunity, activity
All of the functions are same with Sales. Only authorities are different. Sales Head can read the data of himself and his subordinate Sales.
Help list and status of Login Sales Head (Include Open / Closed Help)
Helps on the stage of login Sales Head
4444
Mail Notification
4545
Expert’s Portal
4646
Expert’s Portal
1Summary Report : Default page, include TAM/SAM…dataExpert can read all of the sales summary reportExpert can read all of the help except price type (Include Open / Closed Help).
1
2
Expert’s Name
3
234
All of the functions are same with Sales. Only authorities are different.
Helps on the stage of login Expert4
4747
Assignee’s Portal
4848
Assignee’s Portal
1
1
2
2
Query helps has been assigned to the assignee. (Include Open / Closed Help)
Assignee’s Name
3
3 Helps on the Assignee’s stage
4949
Sales Operation Dept. Portal – Mapping Customer
5050
President’s Portal
5151
President’s Portal
1Summary Report : Default page, include TAM/SAM…dataPresident can read all of the summary reportPresident can read all of the helps (Include Open / Closed Help)
1
2
President’s Name
23
3
4
4
All of the functions are same with Sales. Only authorities are different.
Helps on the President’s stage
5252
President’s Portal – Excel Target Upload
1
2
3
4
Enter Download Criteria Download Template1 23 Fill in TAM Target data of the field in yellow
4 Find Excel file Upload update CRM TAM
5353
President’s Portal– Query Customer Report