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