Customer Care Management (CCM) - Klopotek AG · Customer Care Management (CCM) Version 10.8 ......

Customer Care Management (CCM)

Version 10.8

Status: September 2012

PUBLISHER: Klopotek & Partner GmbH

Schlueterstrasse 39

10629 Berlin

Germany

Tel. +49 (0) 30.884 53 – 0

Fax +49 (0) 30.884 53 – 100

[email protected]

Copyright 2012

Klopotek & Partner GmbH

Schlueterstrasse 39

10629 Berlin

Germany

This document is copyright protected and contains confidential information from Klopotek & Partner GmbH

Any whole or partial use that is not allowed by contractual agreement requires prior written permission from

Klopotek & Partner GmbH. This applies in particular to the reproduction, duplication, editing, translating and

digitizing of copyrighted or confidential material.

Every precaution has been taken to ensure that the information concerning hardware and software

explained in this document is accurate and correct. However, errors and/or omissions cannot be entirely

excluded. Liability is therefore not assumed for incorrect information. The right to make technical changes is

always reserved.

Table of Contents

© Klopotek & Partner GmbH Customer Care Management (CCM) 3

EN_PS_CCM_108 (Status: September 2012)

Table of Contents

Business Partner Management - IAP-S-010/6.0 5

Suppl: Address Modification History - IAP-Z-010/6.0 14

Suppl: Customer Specific Regionalization - IAP-Z-020/6.0 15

Suppl: Online Edition of Duplicates and Condensation (Bank Information, Telecommunication,

Classification, Contacts) - IAP-Z-030/6.0

16

Suppl: Pending and Temporary Modifications of Addresses and Telecommunication -

IAP-Z-040/6.0

17

Suppl: Telephone (Inbound and Outbound), E-Mail and Fax Integration - IAP-Z-050/6.0 18

Confirmation of foreign VAT registration numbers - GEN-610/9.8 19

My Tasks - IAP-S-020/6.0 20

Suppl: E-Mail Integration in Business Partner Administration and Transaction Management -

IAP-Z-060/6.0

21

FCB Import address file to standard interfaces (KUP_I_AP) - CCM-X-120/8.4 22

Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions,

Reporting) - WFL-010/6.0

23

Call Center Option (Teams, Transaction Samples) - WFL-020/6.0 28

Transaction Export to XML - CCM-X-100/6.0 29

Selection and Processing Management - CCM-020/6.0 30

Selection Result Classification - CCM-X-080/6.0 39

Selection Result Mass Data Processing (Update of Addresses and Dependent Objects) -

CCM-X-090/6.0

40

Marketing Activity - CCM-030/6.0 41

Suppl: Advanced Scheduling Options - PPM-Z-170/8.8 43

Response-Forecast Monitoring - CCM-070/6.0 44

Success Check - CCM-040/6.0 45

Sub-Target Group Management - CCM-080/6.0 46

Pool Shipment (Shipping Profiles) - CCM-050/6.0 47

Marketing ViewPoint - CCM-100/8.5 48

Combining Promotional Material for Delivery and Triggering Letter shops - CCM-060/6.0 49

Table of Contents

4 Customer Care Management (CCM) © Klopotek & Partner GmbH


Address Check and Correction during Batch - CCM-X-140/9.8 50

Duplicate Check during Batch for Addresses - CCM-X-150/9.8 51

Duplicate Merge - GEN-070/7.1 52

Premium address alignment - Deutsche Post - GEN-510/9.5 55

Deleting Business Partners (on the basis of an address selection) - CCM-090/7.6 56

Customer Specific Date Exports to Selections - CCM-X-070/6.0 57

Export Interface Marketing Activities - CCM-X-110/7.8 58

Suppl: Multicurrency Capability - PPM-Z-140/8.0 59

Marketing Interface Package - SAP-060/7.8 60

Enhanced User Management and Password security (incl. LDAP) - GEN-180/8.2 61

Interface Editor - GEN-420/8.4 62

Customer Specific Plausibilities - GEN-005/6.5 63

Suppl: Digital Asset Management (DAM) - IAP-Z-100/10.0 64

Suppl: Quick Search - IAP-Z-090/10.0 65

Business Partner Management - IAP-S-010/6.0




• Creation, editing and output of business partner data

• Basic module for publishing applications, customer care management and disposal system

• Centralized, redundance-free filing, also by multiple use of addresses

• Postal code check (UNISERV Post - can be optionally licensed)

• Generation of a guiding code based on a street/road index (UNISERV Post - can be optionally

licensed for Switzerland, Austria, the Netherlands, France, Spain, Belgium, Great Britain, Italy,

Denmark and Sweden)

• Spell check for city, city district and additions to city as well as street names within Germany and

Great Britain (UNISERV Post can be optionally licensed)

• Service via internet and web applications for checking postal addresses through the UNISERV

SaaS portal – software as a service (can be optionally licensed)

• Configurable address view

• Country-specific presentation of addresses in dialog

• Automatic area allocation for USA and UK, with UK county and USA federal state determination

(Multilocation IAP – UNISERV).

• Respective label enhancement with area code and/or county.

• Automatic recognition of address duplicates (UNISERV Mail-Business - can be optionally

licensed)

• External addresses, cover addresses and exclusions for marketing activities




• Mail merge and text module management

• Print output

– Postal norm-compliant label editing for dispatch to over 225 countries

– Address lists sorted according to standard settings (telephone list, birthday list etc.)

– Creation of further print outputs with the assistance of the reporting tool INFOMAKER

• Integration of a www city map service

Business Partner

• Business partners as legal entities (institutions and contacts, individuals)

• Any number of addresses and contacts for a business partner

• Relationships between business partners, address hierarchies and company hierarchies

• Free classification

• Business partner telecommunication information (integration of www, e-mail, telephone and fax

is possible)

• Quick recording and editing of business partners

• Filing images (BMP or JPEG) to a business partner

• Income tax number for creditors

• Allocation of industries and brands to business partners

• Bank information details automatically determined when sort code or SWIFT-code entered

Addresses

• P.O. Box addresses, major customers' addresses

• Marking VIP addresses

• Preview functions for address lists

Contact

• Contact at an institution with

– Name

– Official title and title

– Position

– Department

– Relationship to the institution

• Generation of greetings, taking account of academic title

• Automatic copying and updating of the institution's telecommunication connections when creating

or modifying a contact




Address References

• Person at company address

• Company at company address

• Person at individual's address (c/o addresses)

• Automatic update of address references

Address Applications

• Flexible specification of the address usage required for each business relationship (shipping

address, invoice address etc.)

• Temporary address application (deviating shipping address for the customer Jones Ltd. for the

period 1.8.2011 to 30.9.2011)

International Address Label Editing

• Address preparation of printing, based on the postal norms for over 225 countries

• Individual editing of each contact for an address

• Language-dependent, automatic generation of:

– Addressee with correct separation of the title and official title descriptions

– Formal and personal salutations




• Preview function for the address label

• Print output

– Single, multiple and as a list

– On normal paper and as self-adhesive labels in any format (e.g. also Cheshire formats)

• Export possible

– To Windows clipboard

– To Microsoft Word® target file

– Directly to Microsoft Word®

• Editing of the label lists in the usual label formats, as well as abridgements - whenever required

• Output of label lists in various standard sorting

– Postal Code, recipient, street

– City, recipient, street

– Recipient, city, street

• Individually specified sorting of the label lists

• Data export from business partner lists




Searching for Business Partners and Contacts

• Explicit identification of a business partner or contact via the address number

• Search via automatically generated keywords and the entry of the specific box allocations

• Simple match-code search via city and street names

• Left and right truncation via wildcards

• Search via:

– Classification, through the entry of roles and categories (logical AND/OR combinations)

– Address usage (e.g. shipping address, invoice address)

– External addresses

– Potential duplicates, which are marked as such

• Logical OR combinations of several search lists via drag and drop




Address Hierarchies

• Layout and editing of address hierarchies (institution and contact, individual, street)

• Copying, moving (by drag and drop) and deletion of contacts for institutions and streets

Company Hierarchies

• Illustration of multi-level, hierarchical business partner structures, such as group hierarchies,

headquarters - branches, companies, societies, authorities, and organizations

• Easy assignment of business partners and contacts using drag and drop from the search results

• Structuring of the hierarchy in freely definable hierarchy types

• Display of all related information on the business partners or contacts of the company hierarchy

(roles, telecommunication, bank information)

• Easy context change (double-click) to the respective desired business partner or contact




Roles, Classifications and Freely Definable Features

• Flexible extensions of the features offered for business partners and contacts through definition

and assignment

– Freely definable roles at proprietor and company group level (e.g. customer, supplier,

prospect)

– Freely definable, n-level classifications for roles (e.g. customer: branch, sales revenue, VIP

class)

– Freezing (blocking modifications) classifications

– Assigning user groups to classifications

– Prioritizing classification entries

– Freely definable features (e.g. sales revenue (numeric), last contact (date) or comment (text))

• Administration tool for defining and editing roles, classifications and freely definable features

Links and Texts

• Links as references to files or URLs for business partners

• Optional HTML format for texts for business partners




Mass Classification of Business Partners and Contacts

• Assigning similar categories to a quantity of business partners and contacts using predefined

classifiers

• Creating classifiers for business partners and contacts in a business connection (role). Optional

limitation to address types (institution, contact, individual)

• Applying classifiers to the business partner list, to the standard import of addresses or to

marketing selection results

• Selection of different levels of effectiveness (insert, update) when applying predefined classifiers

External Addresses

• Importing addresses of any format via DB-loader and standard import interface

• Importing addresses via a performance batch procedure

• Management of bought and rented addresses with origin designations as well as usage logging

for the multiple use of these addresses

• Automatic role assignment and classification during address import

• Optional check for the absence of duplicates in the existing address record with the aid of

UNISERV Mail-Business (can be optionally licensed)

• View of the imported external addresses in the search results: blue and in italics

• Simple transfer of imported external addresses to own address record




Global Location Number (GLN)

• Management of the worldwide unique Global Location Number (GLN) of an address

• Explicit identification of business, subsidiary and branch addresses along with organizationally

relevant sections of the company

• The base for a worldwide non-overlapping address identification standard as a prerequisite for

the completely automated processing of electronically transmitted data

• Address search via the GLN

• Integration of the GLN in the Customer Pool management

Mail Merge and Text Module Management

• Flexible definition of mail merge templates, text applications (RTF), image files (BMP) and

database contents

• Link to the database via data sources

• Integration of all data from the database is possible

• Tool-supported modification and creation of data sources is possible without programming

• Time-controlled printout of the mail merge documents in the batch procedure

• Integration of freely definable text modules in mail merge templates

• Send mail merge via e-mail

Suppl: Address Modification History - IAP-Z-010/6.0



Suppl: Address Modification History - IAP-Z-010/6.0

Business Partner Modification History

• Definition of data fields for the International Address Pool (IAP) in which the modification history

is to be filed

• Determine for each data field whether the log file should be written when a business partner is

recorded, modified and/or deleted

• Save the modification history (data field contents before and after modification)

• Display the log file in the online system

• Prerequisite for implementation: License for the International Address Pool

Suppl: Customer Specific Regionalization - IAP-Z-020/6.0



Suppl: Customer Specific Regionalization - IAP-Z-020/6.0

"Edit Areas" window and "Area" search tab

• Differing regional references in an address

• Differentiation between regional references, which can be edited in the dialog (e.g. Geo Code or

Nielsen areas), and those which are assigned via external options (UNISERV Post – can be

licensed optionally) when creating or editing an address (community reference number)

• Management of regions or customer-specific distribution areas via key tables

• Addition of customer-specific regional references and their assignment via a standardized

interface is possible

• Prerequisite for implementation: License for the International Address Pool and UNISERV Post

from the company UNISERV GmbH, to enable automatic regionalization on the basis of

reference files

Suppl: Online Edition of Duplicates and Condensation (Bank Information, Telecommunication, Classification,

Contacts) - IAP-Z-030/6.0



Suppl: Online Edition of Duplicates and Condensation (Bank

Information, Telecommunication, Classification, Contacts) -

IAP-Z-030/6.0

• Use of standard products specializing in the reliable recognition of duplicates online and in the

batch (UNISERV Mail-Business – can be licensed optionally)

• Duplicate check in the existing address record during the automatic importing procedure for

addresses (UNISERV Mail-Business – can be licensed optionally)

• Duplicate check and duplicate interlinking (also via contact)

• Flexible definition of the similarity classes for duplicates (distinguishes between online and batch)

• Editing of duplicates in the online system

• During the duplicate merge, the consistency of address relationships is considered for systems

which are connected and use addresses

• Duplicate merge in the online system with corresponding checks and condensing of addresses

(bank information, telecommunication, classification)

• Duplicate merge within an institution, e.g. of two contacts

• Prerequisite for implementation: Licenses for the International Address Pool and UNISERV Post

from the company UNISERV GmbH

Suppl: Pending and Temporary Modifications of Addresses and Telecommunication - IAP-Z-040/6.0



Suppl: Pending and Temporary Modifications of Addresses

and Telecommunication - IAP-Z-040/6.0

• Very quick entry of pending modifications to addresses or connections

• Automatic activation of the modifications via an asynchronous batch procedure

• Limiting the modifications (temporary modifications)

• Prerequisite for implementation: license for the International Address Pool

Suppl: Telephone (Inbound and Outbound), E-Mail and Fax Integration - IAP-Z-050/6.0



Suppl: Telephone (Inbound and Outbound), E-Mail and

Fax Integration - IAP-Z-050/6.0

• CTI integration (Computer-Telephony-Integration) either with a telephone (ISDN), which is

directly connected with the PC workstation, or via a telephone system, which is integrated in the

network via a telephony server

• Integration via the TAPI interface (Telephone Applications Programming Interface)

• Controlling of local telephones connected via the serial interface, client/server telephony

• TAPI-enabled telephone system: TAPI-enabled means that the system is connected with the

telephony server via a card or serial interface and that the manufacturer provides a TSP-DLL-Set

(TSP = Telephony Service Provider), which is installed in the telephony server

• Supported telephony functions:

– Inbound, i.e. an incoming call leads to the automatic business partner search in the IAP,

once the phone number has been transmitted

– Outbound, i.e. the corresponding outgoing call is transferred from the application to the

telephone system via outbound functions, upon activation

• Fax and e-mail messages can be sent by SMTP (Simple Mail Transfer Protocol) via the

registered message service or via the MAPI interface (Mail Application Programmers Interface),

depending on the system configuration. Sending faxes via SMTP requires additional standard

software

• Prerequisite for implementation: License for Business Partner Management, address pool [➙ 5]

Confirmation of foreign VAT registration numbers - GEN-610/9.8



Confirmation of foreign VAT registration numbers -

GEN-610/9.8

The Federal Central Tax Office (Bundeszentralamt für Steuern or BZSt) offers a validation process via an

internet form on its website (http://evatr.bff-online.de/eVatR/index_html), or alternatively, allows the

integration of the XML-RPC interface (http://evatr.bff-online.de/eVatR/xmlrpc/) into your system. The

interface is aimed at companies which wish to submit large numbers of validation requests.

The XML-RPC interface (Remote Procedure Calling) is integrated into the Klopotek system and, in contrast

to single queries, has the advantage that manual entry of the business partner data you wish to check is not

necessary.

• Validation requests for all non-German business partners which have a "VAT ID" or a

corresponding "VAT Agent"

• Manual validation requests for business partners via an option in the user interface

• Regular, automatic validation requests in the background

• Define a number of days before the VAT ID check is repeated for positive and negative results

• Simple or qualified checks with optional official confirmation

– Simple – takes the business partner's VAT ID in combination with the VAT ID of your

company into account

– Qualified – takes the business partner's "Name" and "City" into account in addition to the VAT

IDs

• Specify a different name for the business partner which is used exclusively for the VAT ID check

via an option in the user interface

• Evaluate the response supplied by the BZSt in the business partner's event log

• System alerts for serious errors during the execution (e.g. the service cannot be reached) and

negative results

http://evatr.bff-online.de/eVatR/index_html

http://evatr.bff-online.de/eVatR/xmlrpc/

My Tasks - IAP-S-020/6.0



My Tasks - IAP-S-020/6.0

• Tasks for all objects (e.g. business partners, products, contracts) with deadline, status and info

• Object to be edited can be opened directly by double-clicking in the "My Tasks"

• Filter the task list table by sender, status, and task type

• Flexibility in sorting the task list

• Task list can be exported to Excel for editing

• Delegate tasks to individual users or to a user group

Suppl: E-Mail Integration in Business Partner Administration and Transaction Management - IAP-Z-060/6.0



Suppl: E-Mail Integration in Business Partner Administration

and Transaction Management - IAP-Z-060/6.0

E-mail integration with Business Partner Management

• Creation or editing of a business partner address from an e-mail contact

– Automatic resolution of an e-mail address, for example, [email protected], into first name:

B., surname: Voigt, country: Germany

– Acceptance of the e-mail address as a communication type

– Manual correction of the address is possible before transfer to the International Address

Pool.

– Automatic marking of the addresses generated from e-mail contacts (not used for letter post)

• Generation of an e-mail distribution list for further processing with other applications (for

example, Outlook, Lotus Notes or Thunderbird)

• Manually send e-mails from the results list or the business partner form via the local e-mail client

("mailto:" URL).

E-mail integration for Transaction Management component

• Sending transactions as e-mails

– Generation of messages for a transaction and assignment of the messages to this

transaction

– Referencing of the transaction in the e-mail subject line

– Generation of a message text from the transaction (linked objects, transaction description,

transaction classification)

– Send e-mails via the local e-mail client ("mailto:" URL).

FCB Import address file to standard interfaces (KUP_I_AP) - CCM-X-120/8.4



FCB Import address file to standard interfaces (KUP_I_AP) -

CCM-X-120/8.4

• Import of addresses from files delivered separately to the interfaces of the International Address

Pool (IAP) by means of a batch procedure.

• Data supplied consistently in format separated by a delimiter (Delimited).

• No checks, conversions or modifications to the data supplied.

• Data can only be imported to selected interface tables of the International Address Pool (IAP).

Transaction Management (Mail Merge, Dynamically Definable Characteristics, Transactions, Reporting) -

WFL-010/6.0



Transaction Management (Mail Merge, Dynamically

Definable Characteristics, Transactions, Reporting) -

WFL-010/6.0

• Flexible depiction of business processes using transaction types

• Transactions with any number of linked objects (e.g. business partners, contact addresses,

marketing activities, titles, contracts, reviews, orders)

• Notes, letters, scanned documents and freely definable supplementary information on the

transactions

• Electronic reminder of transactions, for individuals or teams

• Assigning teams to transaction types

• Search for business processes in all transaction and profile data

• Status administration

• Transaction Samples

• Creation of subsequent transactions from already existing transactions


WFL-010/6.0



Linked Objects

• Specific assignment to link information objects such as business partners, addresses, journals,

price lists in a transaction

• The type and number of linked objects is individually definable

• Optional linked object

• Direct switching from the transaction to editing the linked object's data

• Hierarchical relationships between linked objects

• Create and identify transactions directly from linked object editing

Notes

• Business transaction notes

• Notes can be freely designed through labeling.

• Notes are included in transaction history

Transaction Supplements

• Transactions can be structured using transaction supplements

• Individual definition of the type and number of transaction supplements

• Search using transaction supplements

Documents

• Linking of documents to transactions

• Linking of Microsoft Word® and Excel® files, scanned documents (e.g. reviews, biographies,

contractual documents, letters) and image files (e.g. cover illustrations) in the transaction

• Direct branching of linked information to the related application

• Documents that are no longer accessible are marked


WFL-010/6.0



Letters

• Creating and editing letters in Microsoft Word®

• Creating mail merges and mail merge templates (online or in a batch procedure) for each

transaction

• Data is automatically connected to the linked objects, from the database to the document

Transaction Profiles

• Create freely definable supplementary information in transaction profiles

• Define transaction profiles using transaction classifications

• Define transaction classifications with the aid of the administration tool

• Prepare supplementary information in a template

• Create detailed entries for the supplementary information using sub-templates

• Search using profile information

Status Administration

• Status administration for the transparent execution of transactions that have been modified by

several users

• Transaction history (status type, relevant notes, date and time, user abbreviation and possible

notes)

• Modify transactions according to current status


WFL-010/6.0



Reminder

• Display all transactions that are not completed

• Display date, note and recipient (person in charge) of the transaction

• Status related redirection and reminders for transactions

• Personal reminder of unfinished transactions for each individual

• Automatic deletion of completed transactions from the reminder function

Transaction history for a business partner

Transaction History

• Transaction history for business partners involved in various different roles (customer,

prospective customer, supplier, etc.) in the business process

• Display of the basic information on the transaction (transaction type, creation date, transaction

notes, information on the linked objects)

• Branching from the linked object - business partner, to the respective role in the corresponding

editing system

• Flexible sorting of the transaction history

• Selection via transaction history with integrated "Marketing" module

• Controlling marketing activities (e.g. cross-selling) using the transaction history


WFL-010/6.0



Transaction Samples

• Use transaction samples to pre-set work stages that can be used for settlement and evaluation

• Simple, pace-oriented transaction creation

• Pre-define the transaction type and the associated documents and templates, reminders

including user and reminder dates as well as mail merge batch control

Reports

The Transactions Management Report Package contains the following reports:

• Addenda per Transaction Type

• Classification Entries and Addenda

• No. of Transactions per Transaction Type

• Profile Entries per Transaction Type

• Transactions according to type, profile, addendum and group

Import transactions from standard interface

• Automatic transaction creation via standard interface using the "WFL Import transactions from

standard interface (WFL_IMP)" standard import procedure

• Active mapping of business processes affecting all systems

• Intermediate steering of manual checks and intervention is possible

• Bugfixing transactions (Exception Transaction Types) facilitate manual bugfixing via the user

interface

• Import memos, letters, documents as well as linked objects from other modules in the Klopotek

system

Call Center Option (Teams, Transaction Samples) - WFL-020/6.0



Call Center Option (Teams, Transaction Samples) -

WFL-020/6.0

• Design more efficient call center activities; inbound using computer/telephone integration (CTI)

and outbound using support and management options for call center teams

• Support inbound business using ACD equipment with standardized interfaces (TAPI)

• Incoming telephone number activates online view of caller's transaction history

• Redirect callers and online transactions to other agents or teams

• Support outbound business using integrated communications software for connecting telephone,

fax, and e-mail

• For assigning to teams, users who jointly edit and maintain transactions. Supervisor option for

job routing and supervision of work in progress

• Search for business transactions that have been enacted or edited within a certain team.

Prevention of ‘cherry picking’ by limiting access is possible.

• Joint processing of jobs in teams. Avoid conflicting job access by using the blocking option

• Bottleneck: reminder option permits work load redistribution by supervisor

• Prerequisite for implementation: License for "Telephone (Inbound and Outbound), E-Mail and

Fax Integration [➙ 18]"

Transaction Export to XML - CCM-X-100/6.0



Transaction Export to XML - CCM-X-100/6.0

Export transactions from the results list

• Export of transactions in XML format

• Definition by transaction type of the data to be exported

• Conversion of the transaction export into diverse formats, for example, HTML for publishing

transaction information on web sites

• Export can be expanded to include customer-specific XSL stylesheets (integrated into the

Transaction Management interface) for processing

Selection and Processing Management - CCM-020/6.0




Profile search criteria and results list

• Target appropriate address selection on the basis of comprehensive and up-to-date information

on the business partner via

– Selection profiles for formulation of search and filter criteria

– Result profiles for collation or combination of several selection results

– Separation profiles for separating selection results, e.g. for random samples

• Administrate freely definable and system generated marketing activity numbers

• Manage profile statuses (planned, released, assigned and historicized)

• Proprietor and company group dependent profiles

• Archivation of completed profiles

• Proprietor-wide address usage (Evaluation using Multi-reporting)

• Search options using unique profile numbers and keywords, editing dates, profile types and

users who created them

• Show important information on a marketing profile in the results list.




Selection parameters for contacts

Selection Profiles

• Appropriate target audience result sets based on address properties (roles, classifications)

• Selection parameters from various selection fields (business partner, addresses, transactions,

marketing activity log, etc.)

• Context dependent selection windows, multiple selection of features

• Entry of concrete values for freely defined features

• Relational operators (>, <, <>, =, >=, <=, IN, NOT IN, not empty and empty)

• Existence operators (HAS and HAS NOT)

• Logical connectors (AND and OR)

• Enclosure bracketing (round, angled and square brackets)

• Simplified creation of selection profiles using duplication option

• Marketing contact counter activities: accumulation and selection of the number of marketing

contacts for the whole customer relationship, on a quarterly basis per distribution channel

(marketing channel) and product for each customer and prospect.

• Definition of the scope (split) that a product is being promoted through an activity.




Assigned profiles for the result profile

Result Profiles

• Flexible combination, as well as cascading of the appropriate target audience result sets from

selection profiles, result profiles and separation profiles

• Operations: Cut, unite, exclude

• Link source profiles using drag-and-drop

Separation Profiles

• Separate result sets of selection profiles and result profiles (e.g. random samples)

• File the edited result sets in the database

• Further processing of the result sets <> <>

– Processing of the result sets

– Renewed separation of the result sets

– Combination with further target audience result sets using a result profile

Selections

• Selections

– On own unified address data

– Using external imported data

– Using data related to the address data records via a database gateway and external

references

– Using completed marketing activities for inclusion and exclusion in new marketing activities

(follow-up activities)

– Using the statistical records (sales and sales revenue for products and customers)

– Using consolidated order records

– For a proprietor or a company group




• Differentiated selections

– According to prospective and/or actual customers as well as other roles

– According to particular features of prospective and actual customers

– According to countries and regions (e.g. for regional inserts)

• Support for product groups: identifying appropriate customer target groups by purchasing

patterns

• Online selection simulation (pre-configure number of hits)

• Relative date entries in selections

• Online display and post-editing of selection results in address list form

• Differently sorted address lists (individually expandable)

– Business partners

– City and postal code

– Selection result (random)

• Mark and display 'new' target addresses after address redirection in the list

• Manually deactivate single addresses within a selection result

• Supports random promotion shipments (e.g. for journals)

• Indicates selected addresses with activity flag

• Save selection result for follow-up activities

• Generate transactions for a selection result




Edit the address list online

• Edit the address list in a dialogue

• Exclude target addresses

• Create transactions for selected addresses, e.g. to carry out telesales campaigns (using Work

Flow Management)

Sorting the Result Sets

• Sort the result sets by (individually expandable):

– Postal Code

– Country/postal code/recipient

– Country/city/recipient

– Address number

– Random

Address Redirection

• Redirection of selected addresses to a previously defined target address

• Redirection to the institution

• Mark and display 'new' target addresses after address redirection in the list




Consolidation

• Consolidate target addresses according to preset rules

– Number of addresses per business partner

– Number of contacts per business partner or address

• Define priority rules for consolidation

– Institution before contact

– Contact before institution

– Contact before individual

– Individual before contact

• Prioritized consolidations

Filter profile for telephone marketing

Administration Profiles

• Administration tool for the database manager

• Can be activated/deactivated

• If 'active', the administration profiles are always added to or subtracted from the selection result

or the processing

• Filter profiles or extended profiles for other selection profiles

– The results produced by a filter profile are cut out of the selection result (e.g. for data

protection lists).

– The results produced by an extended profile are united with the selection result (e.g. for

cover address lists)

• Supplementary data fields for the selection of cover addresses and exclusions

• Assign priorities for the processing order of multiple administration profiles

• Define validity contexts




Address Processing

• Label printing

• List printing

• Mail Merge

• Infomail Import and Export

• Microsoft Word® target file

• Export addresses (e.g. for Letter shop editing or service enterprises)

• Cheshire printing for mass processing

• Selected address information processing using freely defined data sources

"Mail Merge" processing type

Mail Merge Processing

• Back office option for creating personalized mail merge using batch procedure. Enter any start

time (overnight processing is possible)

• Output to selectable printer for all selected business partners or contacts

• Define mail merge templates in International Address Pool 'Mail Merge and Text Module

Management' module. Link to data sources, making mail merge fields available from the

database

• Automatically direct further processing information for non-personalized addresses




"MKG Communication" processing type

Automatic Creation of e-Mails and Faxes

• Use 'e-mail' to send an e-mail with subject, text and attachments to a particular target audience

• Assign attachments from the file directory to the "Processing" tab using drag-and-drop

• Send mails using integrated communications software through an SMTP (Simple Mail Transfer

Protocol) interface to a networked mail server. The mail server is the communication base, using

SMTP to send messages on a TCP/IP (Transmission Control Protocol/Internet Protocol) network.

• Select various processing methods, such as 'Fax' (prerequisite: SMTP enabled fax server

Editing Results

• Classification and declassification of business partners in the selection result, using a pre-

defined template (classifier)

• Optional 'free' definition of processing method using SQL scripts (administrator option)




Generate Transactions for a Selection Result

• Reach selected target audience using telesales

• Transaction samples as template for pace-oriented transaction creation. Specify transaction

type, assigned documents or document templates, mail merge templates, reminders including

user or team and reminder date as well as conversation leads

• Create transactions using transaction samples for selected addresses and record them in a

telesales agent's reminder

• Asynchronous and automatic processing of mail merge in batch

Selection Result Classification - CCM-X-080/6.0



Selection Result Classification - CCM-X-080/6.0

"Classification" processing type

• Enhancing the selection results of complex marketing activities with additional features for data

analysis and data mining

• Predefined classifiers describing the features to be allocated to a specific target group (e.g. A, B,

C-customer)

• Allocation of address type, role, categories and assignment type (add, update)

• Classifiers for mass address classification

• Declassifiers for removing the allocated features

• Prerequisite for implementation: License for Selection and Processing Management

Selection Result Mass Data Processing (Update of Addresses and Dependent Objects) - CCM-X-090/6.0



Selection Result Mass Data Processing (Update of

Addresses and Dependent Objects) - CCM-X-090/6.0

• Customer specific post-editing of a selection result in the marketing database, for adaptation to

further processing requirements

• Application of SQL scripts to selection results

• SQL creation in the data directory

• Prerequisite for implementation: License for Selection and Processing Management.

The SQL modifications may only be made by Klopotek certified consultants

Marketing Activity - CCM-030/6.0




• Create, edit and search different marketing activities and promotion materials

• Assign the products to be advertised (e.g. journals, books, loose-leaf) within a marketing activity,

with the possibility of creating an integrated catalogue or promotion letter

• Unique identification of the marketing activity through computer-supported issue of activity

numbers

• Management of marketing activities and advertising projects

• Assign promotion material from the appropriate Klopotek Product Pool

• Management of any number of operational contacts (letter shops, suppliers, exhibition

organizers, etc.) for a marketing activity

• Marketing activities for product groups and sales models

• Support for product groups: identifying appropriate customer target groups by purchasing

patterns

• Record information on the target audience as well as an expanded activity profile as freely

determinable classifications

• Optimal user support, for example, through the setting up of conversation leads, for telesales

activities

• Planned, estimated and actual costs statement

• Import the marketing activity costs from an external costs statement via a data interface (e.g.

SAP)

• Various reports for monitoring and evaluating planned, current or completed marketing

campaigns

• Prerequisite for use: licensing of basis marketing system and product pool for management of

the advertised products and promotion material




• Schedule planning, schedule monitoring and schedule framework for marketing activities

• Task lists with dependencies (critical path), automatic calculation of dates

• Managing part tasks which belong together as header tasks

• Start, end, schedule postponing

• Scheduling control and overview per staff member

• XML-based export of the schedule for individual processing in Excel

• Prerequisite for use: licensing of basis marketing system and product pool for management of

the advertised products and promotion material

Suppl: Advanced Scheduling Options - PPM-Z-170/8.8



Suppl: Advanced Scheduling Options - PPM-Z-170/8.8

• By linking schedules from production, marketing activities and contributions (book contributions)

to one another, it is possible to indicate dependencies between tasks, e.g. between production

tasks and tasks from other departments

• Detailed scheduling of individual tasks via subschedules per task

• Creation of subschedules also available for schedule templates

• Comparison between current and initial scheduling via special report with snapshop option

– Changes available in Production Cockpit

• Manual changes to planning data result in changes to task duration or automatic postponement

of other planning data

Response-Forecast Monitoring - CCM-070/6.0



Response-Forecast Monitoring - CCM-070/6.0

Graphical representation of the planning data in the "Forecast" report

Forecasting (of the expected response to a marketing activity) as a basis for capacity planning of all

organizational units contributing to the activity

• Weekly targets as a basis for forecast examination

– Weekly distribution of the mailing quantities for each marketing activity

– Planned distribution of the response channels (letter, fax, Internet, etc.) for each marketing

activity

– Percent distribution of the expected response over several weeks

Success Check - CCM-040/6.0



Success Check - CCM-040/6.0

• View and evaluate the success of marketing activities using planned and actual response rates,

as well as variable and fixed costs

• Calculate various reference numbers in order to evaluate the success of a marketing activity

using few entry values (planned values)

• Calculate planned, estimated and actual values for sales revenue and cost quotients, Cost per

Order (CpO), Cost per Interest (CpI), first order quotas and first customer quotas

• Consolidate actual values for sales and sales revenue from the real orders received. Load orders

received using a Klopotek distribution system or statistics import interfaces

• Load actual cost values to the system from the networked Financial Accounting Department (e.g.

SAP) using a batch procedure

• Flexible processing of campaign success data using accompanying reports: Campaign success

per positive response, retrospective and marketing result (sales revenue/costs, cost per order

and incoming orders)

• Online display of response per advertised product (using a networked Klopotek distribution

system or available statistics import interface)

• Prerequisite for implementation: Success Check requires the core Marketing and Statistics

systems

Sub-Target Group Management - CCM-080/6.0



Sub-Target Group Management - CCM-080/6.0

Quantitative and qualitative evaluation of responses from various sub target audiences on the basis of only

one mailing

• Sub target audiences which are a part of the selection result assigned to the marketing activity

• Marking of the sub target audiences with a special response code

• Prioritization, merging and exclusion of sub target audiences for marketing activities

• Consideration of the response behavior of the various sub target audiences in the break even

analysis

• Summary and processing of the sub target audiences into target audience profiles

Pool Shipment (Shipping Profiles) - CCM-050/6.0



Pool Shipment (Shipping Profiles) - CCM-050/6.0

• Consolidate similar shipments from different marketing activities into a single shipment pool to

save costs using Infomail shipments

• Pool shipment allows you to

– Consolidate shipments from different marketing activities in one shipment profile so that they

can be sent all at once in a single postage-optimized batch through Infomail

– Consolidate real address duplicates in the selection (optional). The pooled marketing

activities receive their activity numbers in the order defined by the user

– Further processing of the target addresses from a shipping profile using standard processing,

export and import options

– Manage label information specific to an activity (activity number)

• Prerequisite for implementation: License for the core Marketing system

Marketing ViewPoint - CCM-100/8.5



Marketing ViewPoint - CCM-100/8.5

• Flexible, individually scalable, browser-based information tool

• Targeted overview of business process data

– Compact information display of the most business partner data

– Brief information from the address pool

• For this, there are views of the following

– Activity-related data (participation in activities/campaigns, type of response)

– Indirect response (processes related to activities, additions to processes, status, reminders)

– Operative processes (e.g. complaints, restriction via process type, creation date)

– Statistics

Promoted products: loose-leaf editions – no. of orders – standing order, shipment counter,

start and end

Promoted products: journals – no. of orders – subscription, price type, price, start and end

Promoted products: books – no. of orders – order, value, start and end

• Secure, real-time data access via internet browser or directly from PPM

• Different information is available to staff in different departments

• Personalized overview layout and contents: which data should be shown how and where

• Prerequisite for administrative part: License for Marketing ViewPoint Administration

Combining Promotional Material for Delivery and Triggering Letter shops - CCM-060/6.0



Combining Promotional Material for Delivery and Triggering

Letter shops - CCM-060/6.0

• Combine shipments to take advantage of modern shipping and postal service cost reduction

possibilities for the shipment of promotional material

• Avoid multiple shipments to the same target audience from different marketing activities

• Shipment combination allows you to:

– Combine differently formatted promotion material into one shipment, according to selection of

target audience

– Save postage by consolidating shipments

– Control and package shipment types using lists

– Optimize processing of automatically assembled shipment packages using Cheshire labels

• Prerequisite for implementation: License for the core Marketing system

Address Check and Correction during Batch - CCM-X-140/9.8



Address Check and Correction during Batch -

CCM-X-140/9.8

Extract from the log

• Address check: comparison of addresses and zip codes with official reference files from

Deutsche Post AG (German Post)

• Correction of erroneous postal information (zip code, city, street name) for distinct matches

(UNISERV Post – can be optionally licensed)

• Optional specification of freight codes for all German addresses and storage in database.

Logging for freight codes not found, viewing and printing log possible (licensing of Postdirekt for

basic address check)

• Automated regionalization when community reference number is transferred to the address pool

database (UNISERV Post – can be optionally licensed)

• Determining interval limits for amount of data to be checked and corrected

• External SQL restrictions possible to limit addresses to be checked

• Processing only unchecked addresses possible via identification in marketing database

• Prerequisite for use: licensing of International Address Pool and supplemental software

UNISERV Post from the company UNISERV GmbH. Freight code determination requires a

cooperative agreement with the Deutsche Post AG.

Duplicate Check during Batch for Addresses - CCM-X-150/9.8



Duplicate Check during Batch for Addresses -

CCM-X-150/9.8

• Duplicate check, using differentiated regulations for the analysis of data similarities for business

partners and contacts

• Use of specialized standard products for reliable duplicate recognition in batch (UNISERV Mail-

Business – can be licensed optionally)

• Duplicate check within the existing address records

• Free definition of the similarity classes for duplicates (distinguishes between online and batch)

• Printout of a list of potential duplicates

• Editing of duplicates in the online system can be licensed separately

• Prerequisite for use: licensing of the supplemental software UNISERV Mail-Business from the

company UNISERV GmbH.

Duplicate Merge - GEN-070/7.1




• Customer-specific rules for determining the duplicate master as a consulting service

• Mass processing of potential duplicate groups by determining the duplicate master in the batch

• Definition of customer-specific rules to prevent merging

• Batch procedure to merge duplicates: automated consolidation of known and confirmed duplicate

groups and address duplicates to a defined duplicate master

• Inclusion of references (orders, contributions, communication information)

• Inclusion and logging of customer-specific rules

• Logging and reporting of the account and customer numbers for connected systems (for

example, financial accounts) that are changed by the duplicate merge

• Prerequisite for use: licensing of International Address Pool and the supplemental software

UNISERV Mail-Business from the company UNISERV GmbH.




Support for Duplicate Processing in the User Interface:

Search for business partners and contacts

• Search for all addresses contained in a selection result to check the addresses generated by a

marketing selection for duplicates

• Search for potential and confirmed duplicates

Editing duplicates in the application

• Manual creation of duplicate groups by assigning duplicates from the business partner list using

drag and drop to supplement duplicate recognition in the batch

• Manual duplicate master setting in the application as an enhancement or alternative to automatic

master determination in the batch

• Manual confirmation of potential duplicates or entire duplicate groups in the application for

automatic merging

• Identification and editing of duplicates in the application on the basis of a selection result

• ToolTip in edit duplicates

• Customer info display

• Display of the address hierarchy for master duplicate and duplicates

• "Duplicate Info" with information about confirmation and a hindrance reason




Selection and processing management

• Duplicate recognition on the basis of a marketing selection result for integration of the batch

procedure into the results processing of marketing profiles

• Possible to check both imported addresses as well as addresses created during specific time

periods against themselves as well as against the entire pool of duplicates or gradual editing of

sub-sections of the address pool

• Possible to reset existing duplicate groups

Premium address alignment - Deutsche Post - GEN-510/9.5



Premium address alignment - Deutsche Post - GEN-510/9.5

• Using a function in the international address pool, you can import data about relocations or

address modifications within Germany (data is supplied by Deutsche Post, the national postal

service)

• Data about relocations or address modifications can be imported in the formats csv, xml, txt

• The system automatically includes the new address in the corresponding boxes in the “Business

Partner” form. The old address is overwritten.

• The batch procedure for sales system output control (OCS – Output Control System) exports the

recipient's assignment ID. This ID enables the precise import of change of address data from

Deutsche Post into the Klopotek System.

Deleting Business Partners (on the basis of an address selection) - CCM-090/7.6



Deleting Business Partners (on the basis of an address

selection) - CCM-090/7.6

• Batch procedure for deleting selected target addresses and the associated IAP attributes from

the address pool while maintaining the Klopotek data integrity

• Integration of the batch procedure as selection processing

• Prerequisite: licenses for Selection and Processing Management and Deleting Business Partners

Customer Specific Date Exports to Selections - CCM-X-070/6.0



Customer Specific Date Exports to Selections -

CCM-X-070/6.0

• Generates special export formats for further processing of the selected target groups by a Letter

shop or other service enterprise

• Processing of all data created for the individual objects in the database via definable data

sources

• Adapts data sources individually without programming

• Data from MKG data sources can be saved to the file system

• Defines the data sources via the InfoMaker tool

• Processing formats: Text, CSV, Excel®, HTML, DBASE III, SQL Syntax, Windows Metafile

• Prerequisite for implementation: License for Selection and Output Management. Processing

takes place via a batch procedure

Export Interface Marketing Activities - CCM-X-110/7.8



Export Interface Marketing Activities - CCM-X-110/7.8

• Export of the new marketing activities as well as those that have been updated since the last run

including export of:

– Marketing activity number

– Cost types

– Cost center

– Promoted products

– Breakdown of costs of the promoted products

• Prerequisite for implementation: "Marketing Activities Export" license

Suppl: Multicurrency Capability - PPM-Z-140/8.0



Suppl: Multicurrency Capability - PPM-Z-140/8.0

• Multicurrency capability exists for various locations whose different currencies have been

accumulated in a statistical database, for example, sales revenue data from Great Britain in

pounds and sales revenue data from the US in dollars

• Multicurrency capability gives the user a uniform view of statistical data in the Klopotek system

• Multicurrency-capable reports:

– Selection of the currency for printing the report

– Consolidation of the sales revenue

• Product ViewPoint:

– Display of the sales revenue in the selected currency

– Consolidation of the sales revenue data

• Marketing address selections: Selection of the currency for displaying the target value (sales

revenue)

• Marketing activities: The various standard currencies that sales revenue data is available in are

merged through conversion in the statistics database, making it possible to have an overall view

of the marketing success

Marketing Interface Package - SAP-060/7.8



Marketing Interface Package - SAP-060/7.8

• The marketing interface package includes the following interfaces:

– Marketing_Activity_Book_K2S interface

– Marketing_Activity_Journal_K2S interface

– Actual_Cost_S2K interface

• These standard interfaces communicate the planned and actual costs of marketing activities for

books and journals between the Klopotek and SAP systems. This information loop makes it

possible to analyze data uniformly and generate the respective reports.

– The planned costs of the marketing activities are exported to interfaces from the Klopotek

system. Text files generated by the batch procedure are imported into the SAP system.

– The actual production costs for products/journals are exported to an interface from the SAP

system. The text file generated by the batch procedure during this process is imported into

the Klopotek system.

Enhanced User Management and Password security (incl. LDAP) - GEN-180/8.2



Enhanced User Management and Password security

(incl. LDAP) - GEN-180/8.2

• Synchronization of the user data of an LDAP implementing directory service – for the Klopotek

user schema (KAS schema)

– Management of all user data and passwords centrally in an LDAP implementing directory

service - e.g. Microsoft® Active Directory® (AD)

(Currently only released for the LDAP implementing directory service Microsoft® Active

Directory® (AD). The Klopotek software generally supports other LDAP implementing

directory services. For questions and information about technical review, please get in touch

with Klopotek & Partner GmbH.)

– Responsibilities for the database for Klopotek access protection (rights in the Klopotek

applications) and for central authentication (user and password) can be separated from one

another.

– Upon synchronization to the Klopotek user schema, the user name, assignment to one or

more user groups and user-specific properties are synchronized.

• Use of user profiles (templates) for LDAP synchronization to assign the same user-specific

properties per user group (e.g. proprietor and company group)

• Special user properties for the Product Planning and Management system (PPM) are

automatically generated in the actual target databases

– Users are generated as special staff members

– Users are assigned to a department

– Users have special responsibilities defined for them

– The owner of the user settings is assigned

• Enhanced password security for the user schema (KAS schema), if an LDAP implementing

directory service is not used

– Password has limited validity and user is sent a warning prior to expiration of validity

– Structure of the password entered is checked against sample passwords

– Number of times incorrect passwords can be entered can be limited and the period of time

until hold is lifted defined

– List of the most recently used passwords forces users to enter new passwords

Interface Editor - GEN-420/8.4



Interface Editor - GEN-420/8.4

Interface Editor is one of Klopotek's tools that makes it easy to edit data in Klopotek's standard interface

tables. It works directly at database level and provides you with specific functionality to optimize editing of

the standard interface tables.

Interface Editor:

• can be customized using freely definable functions (Oracle Stored Procedures) that provide user-

defined functionality

• is independent of the version of Klopotek's software you are using

• adheres to the security concept (Klopotek Authentication Server)

• can only be operated via license keys for each interface table/function for security reasons

• can handle various generally available data formats for the export of the interface data

• provides print output that can be freely configured

• logs all changes to the standard interfaces if desired.

Customer Specific Plausibilities - GEN-005/6.5



Customer Specific Plausibilities - GEN-005/6.5

• Integration of customer specific plausibility checks

– Ensuring data consistency through customer specific rules

– Flexibility when operating with external systems

• Check when exiting a field or before saving in the database

• Applicable to all objects in the Klopotek software

• Prerequisite for implementation: Version 8 of the PowerBuilder™ developer environment, to

create global functions for individual complex rules

Suppl: Digital Asset Management (DAM) - IAP-Z-100/10.0



Suppl: Digital Asset Management (DAM) - IAP-Z-100/10.0

• Attach files directly to an object, e.g. the cover picture to the product

• Save the files

– in the database

– in a file system or

– simply as a link

• The content of the files which are saved in the database is indexed

• Full text search via the Quick Search function

The licenses "Suppl: Dashboard" (IAP-Z-080/10.0), "Suppl: Quick Search" (IAP-Z-090/10.0), "Suppl: Digital

Asset Management (DAM)" (IAP-Z-100/10.0) and "Suppl: Quick Connect" (IAP-Z-110/10.0) can only be

purchased as a package.

Suppl: Quick Search - IAP-Z-090/10.0



Suppl: Quick Search - IAP-Z-090/10.0

Quick Search provides you with a general search function - similar to "Google" search - which searches for

the queried term in several modules simultaneously and presents the results immediately.

• Enter search terms in a universal field in the toolbar

• Search multiple modules at the same time

• Search through DAM (Digital Asset Management) content in appropriate modules

Search options

• Standard search

– Multiple search terms return results that match all the terms used

• Enhanced search

– Search using Oracle syntax and special characters; search terms linked with operators

Search results

• Presented in a separate docked form

• Presented in a tree structure for each module with the associated symbol, object, and snippet of

content

– Display DAM content

• Sorted alphabetically

• Display number of hits per module

• Open the associated form with a double-click

User profile

• Define the maximum number of hits

• Define whether DAM content is included in the search

The licenses "Suppl: Dashboard" (IAP-Z-080/10.0), "Suppl: Quick Search" (IAP-Z-090/10.0), "Suppl: Digital

Asset Management (DAM)" (IAP-Z-100/10.0) and "Suppl: Quick Connect" (IAP-Z-110/10.0) can only be

purchased as a package.

Contacts:

Benelux and Scandinavia

Klopotek BV

Oostenburgervoorstraat 120 -124

1018 MR Amsterdam

Netherlands

Tel: +31.20.5210.070

Fax: +31.20.5210.098

www.klopotek.nl

www.klopotek.be

France

Klopotek SAS

140 bis rue de Rennes

75006 Paris

France

Tel : (33) 01 70 38 25 11

Fax: (33) 01 70 38 23 00

[email protected]

www.klopotek.fr

Germany

Klopotek & Partner GmbH

Schlueterstrasse 39

10629 Berlin

Germany

Tel: +49.30.884 53.0

Fax: +49.30.884 53.100

[email protected]

www.klopotek.de

UK

Klopotek UK Ltd

Devonshire House

Manor Way

Borehamwood

Hertfordshire

WD6 1QQ

United Kingdom

Tel.: +44.20.8731 4596

www.klopotek.co.uk

USA and Canada

Klopotek North America, Inc.

2001 Route 46, Suite 203

Parsippany, NJ 07054

USA

Tel. +1.800.239.9254x101 (toll-free USA/Canada)

Tel. +1.973.331.1010

Fax : +1. 973.331.0042

[email protected]

www.klopotek.com

Klopotek AG - Schlueterstr. 39 10629 Berlin

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