Source Technologies Ohioedge CRM+BPM, User Manual

Page 1: ...Ohioedge CRM BPM Server Users Guide Tammy Dixit January 5 2007 ...

Page 2: ...Management 5 Assignment Management 6 Creating an Activity 7 Activity created by a campaign 7 Activity created manually 10 Business Cases 13 Business case I Activities review by Sales Director 13 Business Case II Activities review by Regional Manager 20 Business Case III To do review by Sales Rep 23 Business Case IV Performing an activity 26 Email Template 33 Letter Template 34 Summary 35 ...

Page 3: ...s typically an organization s activities are organized underbusiness units for example regions divisions etc This enables an organization to perform activities at lower transactional levels and analyze them at higher summary levels for effectiveness Figure 1 shows the organizational model of Demo Corp Demo Corp operates under three national offices National sales managers manage national offices T...

Page 4: ...r J o h n D o e D e m o C o r p V P o f S a le s G a r y K e s s le r Figure 1 The organizational chart hierarchydiagram illustrates organizational hierarchy roles associated with the levels of hierarchy and actual people assigned to these levels The leaf nodes lowest level of hierarchy are transactional nodes This is where actual work takes place This is the vertical model of an organization Late...

Page 5: ...urpose ofoperation A campaign may be generic or specific it may be never ending or short lived For example an organization could setup a general business campaign to performand track its day to day activities or setup a send seasons greetings campaign to send season s greetings to the presidents of existing customers or setup a promotional offer campaign to email a new promotion to prospective cus...

Page 6: ...tive is to do the following Route leads to the right sales repautomatically eliminating delays and Track the progress of leads through the sales pipeline in real time In Ohioedge CRM BPM Server assignment of leads tasks to sales reps is done automatically This in addition to the campaign managemen t functionality that enables accounts to beowned by account managers facilitates multiple sales repsw...

Page 7: ...eating an Activity Activity created by a campaign Say you have a campaign setup to call all the Presidents of theterritory with area code 216 with a new promotional offer Figure 5 shows a campaign NewPromo defined ...

Page 8: ...e 5 When you run this campaign the robot will automatically assign activities to the Sales Rep responsible for the Canada Cold Calls Figure 6 shows a report of the activities assigned to the Canada Sales Rep ...

Page 9: ...Figure 6 If you drill down on any activi ty as shown in Figure7 you will see all the details of the activity that needs to be performed ...

Page 10: ...reatedthis activity Activity created manually An activity can be created manually by a mechanism that has the privilege to create an activity An activity can be created for a 1 Customer 2 Customer Person 3 Buyer 4 Customer Requirement 5 Other input you configure to flow through Ohioedge CRM BPM Server ...

Page 11: ... West End Construction You will first have to select the customer As shown in Figure8 Figure 8 Click on the Activity link in the Quick Links portlet Click on theMaintain link in the upper left corner portlet Figure 9 shows the Activity Maintain page ...

Page 12: ...tyTypeHierarchythat this activity will be a part of Let us select Canada Cold Call Select a campaign andclick on Create button Click on theList All link in the upper left corner portlet Figure 10 shows the activity that was manually created ...

Page 13: ...activity for a Buyer or a Customer Requirement by selecting the appropriate Buyeror Customer Requirment Business Cases Business case I Activities review by Sales Director Consider that the Sales Dir of ABC Corp wants to review all the activities happening under all the regions Hereis what the Sales Dir will do Login The Ohioedge CRM BPMServer administrator will provide the username password ...

Page 14: ...two types of reports PDF reports and HTML reports The PDF reports are for general purpose reporting Existing PDF reports could be customized or new PDF reports could beadded using third party reportwriting tools Here are some examples ofPDF reports ...

Page 15: ...Figure 12 Here are some results Activity Audit Report ...

Page 16: ...Figure 13 Number of open activities by Assignee Report ...

Page 17: ...activity types by certain criteria Some of the typical reportswould be Activities Due Today All Open Activities Activities Past DueDate etc As shown in Figure 15 the HTML reports are accessible from QuickLinks Home report record Report It is Ohioedge CRM BPMServer administrator s job to create HTML reports ...

Page 18: ...Figure 15 The user can further drill down to view lowerlevel activities as shown in Figure 16 ...

Page 19: ...Figure 16 Or if the user selects the reportoption a list of all the activities under all regions will be listed as shown in Figure 17 ...

Page 20: ...l Manager Consider that the Regional Mgr of DH Central regionof ABC Corp wants to review all the activities happening underhis her region Here is what the Regional Mgr will do Login The Ohioedge CRM BPMServer administrator will provide the username password ...

Page 21: ...of a region that the Regional Mgr has access to Say Mr David Burns is the Regional Mgr of the regions DH Central and GP Westernof ABC Corp Then when he logs in he sees only the options of Drill down orReport for the DH Central and GP Western scenarios ...

Page 22: ...Figure 19 If the DH Central Report is run the results displayed are as follows ...

Page 23: ...ep Consider that the Sales Rep of DH Central region of ABC Corp wants to review all the activities he or she needs to performfor the day Here is what the Sales Rep will do Login The Ohioedge CRM BPMServer administrator will provide the username password ...

Page 24: ... only those scenariosof a region that the Sales Rep has accessto Say Mr J Todak is the Sales Rep of the region DHCentral of ABC Corp then when he logs in he sees only the options of Drill down orReport for the DH Central scenario ...

Page 25: ...Figure 22 If the DH Central Report is run the results displayed are as follows ...

Page 26: ...ly report say a Sales Rep finds all the activities that he she needs to perform for the day are automatically assigned to him her The Sales Rep then drills down on the activity link Suppose the activity is about making a cold call to a customer in the DH Central region ...

Page 27: ...ivity which indicates that the user is at working on the Activ ity business component Let s say the SalesRep needs to know the history on that customer he she would need to click on the ListAll link in the top left portlet By doing so the entirehistory on that customer will be published as a list of active recordswhere the user can drill down to find out more about the actual activity transaction ...

Page 28: ...from the QuickLinks on the screen Note that when the userdoes that the top left portlet now displays CustomerPerson menu indicating that the useris now at working on theCustomer Person business object Listed as a link is the contact within the company Also published are the title telephone number and address ...

Page 29: ...6 If the Sales Rep drills down on that link he she canview detailed information of the contact such as the title extensions fax numbers and email address The Sales Rep can update contacts or create new contacts ...

Page 30: ... needs to schedule to call a contact on a certain day and time If the Sales Rep makes that cold call and the party is interested in receiving some literature then from thedrop down box NextProc the user chooses the appropriatenext ActivityType which in this case would be Literature Requested It is Ohioedge CRM BPMServer administrator s job to setup activity types business model flow logic etc Note...

Page 31: ... Sales Rep needs to drill down on the link at the bottom part of the Activity screen The next figure shows a drop down box where the user needs to select Sign off privilege and hit create The word Sign off is used to mark the end of an activity For customization and definition please contact yourOhioedge CRM BPM Server administrator ...

Page 32: ...this activity performedagainst the customer Gunton will be routed to the next ActivityType which the SalesRep had selected to be Literature requested So now if the same daily report is runagain note how the activity now appears in the Literature requested category ...

Page 33: ... mailing activity Please contact yourOhioedge CRM BPM Server administrator to setup bulk e mailing campaigns Thefollowing figure shows one such email whereat runtime the email address of the contact name date etc tags are replaced by the actual information ...

Page 34: ...re 31 Letter Template Letter templates publish data in the web browser The following figure shows an envelope where at runtime the addressof the contact name etc tags are replaced by the actual information ...

Page 35: ...Figure 32 Summary ...

Page 36: ...e functionality of Ohioedge CRM BPM Server Effort has been made to anticipate logical navigation of a business user through the application depending upon the user srole within the organization Business Cases are added to illustrate most common application usage ...