CRM – Contact Level

The Contact level in 24SevenOffice ‘s CRM system is where you store information about people within the Company (customer, supplier, prospect etc.). They can be employees in companies registered at the company level, information about a regular person or about individuals to be invoiced (when you save them as “consumer” or end-user). You are not limited to a one to one relationship between contacts and companies, which means you can link a contact to as many companies you like.

 

How to add a new contact
To add a new contact, open the CRM module and click on the icon for “New Contact” above the search area. Enter the information you want to record about person and click on “Save”, and the record will be saved as a contact in 24SevenOffice ‘s CRM module.

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How to set Contact as Consumer

To mark the contact as customer i.e. end user, click on the plus symbol to the right of the field ‘customer number’. The contact will then be assigned a customer number and you can create sales order/invoice for the contact.

How to link Contact to Company(ies)

After the contact is ‘Saved’ you can link the contact to a company by pressing ‘Link company’ Search for the company using the search tool that becomes available, highlight the chosen company and click ‘Add’  If you want to link the Contact to several Companies, repeat the process.

How to search for a Contact.
On the left hand side of the screen in the CRM module you will find a search area where you can search for contacts that are already exist in the system. If you want to search the entire contact database, write in all or part of the surname of the contact you are looking for, select the icon for contact (person) and click “search” or hit “return” on your keyboard. For example, by writing “ith” in the search field, it will list all contacts containing “ith” somewhere in their name.
If you want to narrow your search, you can use the filters available in “more search options”
When your search is completed and the list of matches is displayed, click on the one you were looking for and their Contact card will open.

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The Contact card
The contact card displays details about the contact. There are two sets of tabs – Upper Tabs and Lower tabs. If you right hand click on the mouse while it is hovering over the Tool bar in the middle of the Contact card, it displays options such as New appointment, new sales order, new note, etc.

 

Lower Tabs

Companies

This tab lists the companies the contact is linked to. From here you can link the contact to other companies, or remove links.

Categories
Clicking on the “Categories” tab will bring up a list of what categories this company is linked to, or from here you can link this company to different categories. This categories are created in Administration>Settings>CRM>Categories.  To link a company to certain categories, press “Choose categories”, in this window tick the one(s) you want to use for this company and press “Update”.

Tasks
Click on the tab Tasks and you get a list of all tasks linked to the selected company. You can select which status, and which owner of tasks you want to view. The existing tasks are either created from the “Group calendar” in 24SevenOffice, or directly from the CRM module by clicking on “New Task”.

Notes
Click on the tab “Notes” and it lists all notes that are linked to the specified customer.  Other users of the CRM system can also read the notes, as long as they are not ticked ‘Private’. Notes is a very good tool to log all interactions with your customer and to provide a full overview of the different queries, actions, and outcomes. This does of course require that notes are used and details filled in.

History
Click on the tab “History” and it gives you a list of everything that has been recorded against the customer. This includes edits of the information in CRM, creation of tasks, sales order/invoice, etc. You can use the filter to restrict what time period you want to see history for.

Appointments
Click on the “Appointments” tab and you will get an overview of all appointments linked to the selected company. The existing appointments are either created from the “Group Calendar” in 24SevenOffice, or directly from the CRM system by clicking on “New Appointment” In the window that opens you can enter time, place, subject, etc. You can also link in other contacts, companies, or employees to the appointment. When you click save, you will be given several options, including “Send meeting confirmation on e-mail.”

Call Log
By clicking on the call log you will get a list of all out and ingoing phone calls to the selected company.
Note: This requires integrated VOIP telephony solution.Displays a list of who in your company who has spoken with the contact at the company at what time.  You can filter on the different statuses and for different dates as well as Name which will display a drop-down list of the user and who they have called

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Upper tabs

Contact Info
This tab is already described.

Additional Information
This tab allows you to store additional information about the contact. In particular further contact details as well as web-site(s) etc. Update with the changes you want recorded and press “save”.

File area
This tab displays electronic files such as letters, spread sheet, documents, etc. that are linked to the selected contact. The files may have been linked to the contact in other modules within 24SevenOffice. You can also upload files from your hard drive “Upload” button. By using the 24SevenOffice “Drag n’Drop”  functionality it is easy to upload, download and maintain the document archive. Please see the help files for File area for a more detailed description on how to do this. You can also create and maintain the desired folder structure.

E-mail
This tab function displays a list of all in and outgoing e-mails between any of our employees and any contact at the Company that is registered in 24SevenOffice with their e-mail address. This also requires that our employees e-mail accounts are also set up in 24SevenOffice. See the help files for Communication for how this is achieved. When the customer contact’s e-mail address is stored in  CRM, e-mails are automatically stored within 24SevenOffice and you will have full email history recorded directly on the Company card.

Settings

This is area is for settings applied to this specific contact. Her you can also store a picture of the contact.

Bank details
Here you enter the bank details for the customer or supplier.

Campaign
This tab displays all campaigns the Company has been part of and also send-outs to this company from the different campaigns. 

Project Participation

Lists all projects and project role the contact has been part of.

When Contact is set as Consumer (end-user) it adds also the following Upper Tabs

Customer Settings
Here you can add settings specific for the chosen Contact for trading such as currency, payment terms, payment date, supplier, sales ledger and other information to assist with the process of sales orders or similar for the selected Company. Enter the desired information and press “Save”.

Customer & Supplier Ledger
This tab gives you a simplified overview of the ledger(s) for this company. The ledger tab is automatically updated as Invoices are issued and payments received and recorded in Financials. For more information, please see help files for “Financials”.

Repeating Invoice (Subscription Invoicing)
This tab displays all Repeating(Subscription) invoice plans that are registered on this company. By pressing “New”, you can set up a new recurring invoice scheme. See Help files for Financials – Repeating Invoice for further information.

Discount Matrix
By using feature it becomes possible to give individual company individual discounts on certain  product groups.. Enter the discount level on the product group(s) this company will be given and press “Update”. The discount is then inked to the customer and product group as well as the nominal ledger, so the discount id automatically given when Sales order is created and Invoice raised.

Search order/Invoice
Here you can search for previous orders and / or invoices issued to the customer. When you have found the one(s) you are searching for, you can right-click on it that gives you possible options for the order / invoice (print, copy, delete (only orders), issue credit, receive payment, etc)

Projects
This tab displays projects that are linked to the company. See help files for Sales management – Project or Project module for how to create / update and invoice from a project. To update an existing project; click on the project and it takes you directly into the project where you can make changes. Remember to press Save to save your changes.

Sales Opportunities
By clicking on the “Sales opportunities” tab, all sales processes you have or have had with this customer will be listed. By double-clicking on a sales opportunity, it will open up in a separate window so you can view the detail. Also see help files for a full description of Sales opportunities.

Also see
CRM – Company Level
Settings CRM