by F1 MarketSolutions

Customerrelationshipmanagement

Customer Relationship Management Customized Business Software simply done right by F1 Market Solutions.

“If you take a new look at the way you do business, you ’ll be looking at new

business.” – F1 Market Solutions sm

Overview of the CRM User Interface

Our CRM user interface consists of numerous “modules,” custom designed to help you manage customer and company related and other records such as contacts, accounts, reports, marketing campaigns, etc., all with expedited productivity in mind. Each module, representing a record type, groups the tools and functions needed to perform specific tasks enabling you to work more efficiently.

Record types can be related to one another. For example, a contact can be related to a specific account. When you view a specific record in our software, the system also displays related records. Therefore, when you view a specific account, information on the related contacts are displayed in a sub-panel. When you log in, the “Home” module displays on the screen. Tabs for other modules display alongside the Home tab. The Home module displays the following:

System links. System links, located at the top right-hand corner of the page, are

common to most modules. They allow you to access your profile information, the

employee list in your organization, the software version information, and log out of the system. Administrators can view and access the Administration Home page to perform their tasks including assigning and monitoring tasks for others.

Color Changer. To change the page color, click the desired color option located next to

the “About” link at the top of the page.

Font Changer. To increase or decrease the font size on the page, click the appropriate

font option located next to the Color Changer.

Sitemap. The Sitemap enables you to view how the modules are organized. Click the “Down” arrow to view the map. You can easily navigate to any page by selecting it from the list.

Global Search. To perform a global keyword search at the system level, enter the

keyword in the “Search” field.

Module tabs. These tabs enable you to access a module to view, create, and manage all

records.

Last Viewed links. These links provide a trail of pages that were lasted viewed.

Shortcuts. This menu allows you select options to view, create, and import item records.

Home. This page displays your scheduled activities and assigned records. You can click a

record to view its details.

New Contact. This quick form allows you to enter the required information to create a

new contact.

System Links

All modules, including the Home module, display most of the following system links:

Logout. Click this link to log out of the system. It is recommended that you always log out of the system instead of only closing your Web browser. When you log out, the system saves you time by performing several useful clean-up procedures, and then automatically returns the Web browser window to the Login screen.

My Account. Click this link to enter or edit your profile information, such as a change in

home address, Email address, or phone number.

Employees. Click this link to view a list of other users in your organization. This list, maintained by the administrator, displays employee information such as name, department, supervisor, and Email address. You can click an employee’s name or a

supervisor’s name to view detailed information on that individual. You can click an employee’s Email address to send an Email to that person. Administrators can create new employee records. Users can view a list of all employees, search for specific employees, and change an employee’s status to Active or Inactive. Every user in the system has an attached Employee record. However, not every employee has a User record.

Admin. The Admin link is only visible to users who have administrator privileges.

Administrators can select this option to perform tasks such as managing system and user settings. For more information, see the chapter on System Administration.

Training. Click this link to view a self-paced training program to learn how to better use the

system.

About. Click this link to learn more about the software and view the version

information.

The CRM Software Modules

The CRM software is set to display the first 12 module tabs on the screen. To view a specific module, simply click the appropriate tab. To view any of the remaining modules, click the >> arrow that displays on the right, and select from the drop-down list. When you select a tab from the drop-down menu, it replaces the tab that previously displayed to the right. You will note, not every module has a separate tab. For example, the Notes, Emails, Tasks, Calls, and Meetings modules are conveniently grouped under “Activities.”

The core CRM modules are as follows:

Home. The Home module provides a quick overview of your customer-related tasks and

activities.

My Portal. Click this tab to view and edit the My Portal module. You can use this to

create hyperlinks to Web sites of your choice. This is commonly used to include Email, forums, social networks, or other Web-based applications, enabling your CRM to become a single user interface for multiple applications without having to open separate Internet browser windows.

Calendar. Click this tab to view and edit your calendar module. You use this module to

work with scheduled activities (by day, week, month, or year) such as meetings, tasks, and calls. You can also share your calendar with your co-workers to better coordinate all your activities.

Activities. Click this tab to view the Activities module. You use this module to create or

update scheduled activities, or to search for existing activities. Activities consist of the following:

Calls allow you to track all of your phone calls with leads and customers.

Meetings allow you to schedule internal or external meetings, as well as receive

meeting invitations from others.

Tasks are for tracking any action that needs to be managed to completion by a

due date.

Notes allow you to capture note information as well as upload file attachments

such as spreadsheets, memos, etc.

Contacts. Click this tab to view the Contacts module. You use this module to track people involved in doing business with your organization. You can track a variety of contact information such as title, Email address, and phone number. Contacts are usually linked to an account, although this is not required.

Accounts. Click this tab to view the Accounts module. In this module, you manage all

your customers. You can track a variety of information about a customer including Web site URL, address, number of employees, family members, and other data. Business subsidiaries can be linked to parent businesses in order to show relationships between accounts and customers.

Leads. Click this tab to view the Leads module. You use this module to track individuals

or companies who are potential customers. Leads are typically fed into the CRM system automatically from your Web site, trade show lists, or other methods of choice. However, you can also manually enter leads into the system.

Opportunities. Click this tab to view the Opportunities module. You use this module to

track potential business and customers. Opportunities help you manage your selling process by tracking attributes such as; sales stages, probability of close, deal amount and other information.

Cases. Click this tab to view the Cases module. You use this module to manage customer

problems and inquiries by tracking information for each case, such as; status and priority, the user assigned, as well as a full trail of all related open and completed activities toward complete customer satisfaction.

Emails. Click this tab to view the Emails module. You use this module to send, and

receive emails. You can also automate Email management, create Email templates for automated responses, and for Email-based marketing campaigns. If you use Microsoft Outlook, you can quickly archive Email messages with a plug-in for Outlook.

Bug Tracker. Click this tab to view the Bug Tracker module. You use this module to

report and track “bugs” or problems associated with any area of concern to the CRM software and system. Administrators or customer support people can manage issues or inquiries, following to completion.

Documents. Click this tab to view the Documents module. You use this module to view a

list of documents that you can download. You can also upload your own documents, assign, publish, and include expiration dates, and specify which users can access them. Spreadsheets, word documents, flyers – you name it, most all document formats are supported.

Campaigns. Click this tab to enter the Campaigns module. You use this module to create

and manage marketing campaigns. You can implement and track marketing campaigns. Campaigns may be telemarketing, mail or Email-based.

Projects. Click this tab to view the Projects module. You use this module to track and

manage tasks for multiple projects. Tasks can be assigned to different users and assigned estimated hours of effort. As tasks are in progress and completed, users can update the information for each task.

RSS. Click this tab to view the RSS module. Use this module to view and manage news

and other Web content syndicated by Web sites, including customers and your own. View the latest headlines provided by your favorite RSS feeds. The Administrator or user can provide as many as is desired, always keeping you in the loop.

Dashboard. Click this tab to view the Dashboard module. Use this module to view charts

and graphs of your opportunities pipeline, letting you know exactly where you “stand” in your efforts.

In addition to the above core modules, your organization can purchase and install hundreds of available or custom designed modules through F1 Market Solutions. Forums, Chat, Video Conferencing – use your imagination and let us know what you need!

Common Module Options - Most modules afford the following options:

Sitemap: A list of links to all the pages in the CRM GUI (Graphical User Interface). You can click on any link to quickly navigate to that screen in the system.

Search Box: A Search box for global search displays above the module tabs to help you find

whatever you may be missing.

Last Viewed: The bar below the Search box displays a useful trail of recent records that

you have viewed. Administrators can view a trail of all users who recently viewed records.

Shortcuts: Displays options to perform necessary tasks in one or more modules. The

options vary depending on the module you select.

Quick Form: A quick entry form to create a new record for the module. This form differs from the fields displayed when you select the Create option in the Shortcuts menu. A quick form only displays required fields to create a new record and uses default values where available. After you save the new record, you can change the default values, if necessary, and enter information for the optional fields when you are ready.

Theme. A theme specifies the appearance of the User Interface such as page formatting,

fonts and colors. The system offers choices of many themes to suit your taste. At the bottom of every page, you have an option to select a different theme from the Theme drop-down list. Additionally, you can set the following:

Language. If you different language packs installed, you can select your preference from

the Language drop-down list. The default language is US English. Print. Click this option to view a printable version of the page. You can then print it using

your browser’s Print option. Help. Click this option to view information about the page.

The customer of today is serious about how they are going to spend their money, and who is going to get their business. The secret is staying on top of every opportunity, every step of the way. This is ‘Customer Relationship Management,’ and with more than thirty years of experience, F1 Market Solutions understands the need. Let us get to know you, your customers, and business cycle, and we guarantee more profit on the bottom line.

“If you take a new look at the way you do business, you ’ll be looking at new

business.” – F1 Market Solutions sm