CRM – Company Level

This article explains how to use the Customer Relationship Management for your customers that are Companies.

You find this module under CRM>Contact Relationship Management.

Company level in 24SevenOffice’s CRM system is used to manage companies and suppliers. See CRM – Contact Level for how to enter contacts and end-user customers.

 

How to add a company or supplier:
When you open the CRM system, the first screen will let you enter a new business. If the screen for a new company appears, click on the symbol for a new business to the left of the screen (above the search area). To register a new business, enter the required information (Name is minimum) and click “Save.” Also the name entered in the “nickname” field will be searchable when searching for a company in the CRM search facility. If you only want to enter one address for the company, we recommended you to enter the address that is used for invoicing and sales. Mark the company as supplier by ticking box on tab “Settings”

How to search for a company that has already been added to the CRM system:
To the left of the screen in the CRM system is a search facility where you can search for companies that have already been entered into the system. Enter the name or part of the name of the company or contact you are looking for and press the Search symbol. See image CRM1.

More search options
To search exclusively for a company, tick the “Briefcase” and the search will be limited to companies only.  If you do not limit the search by ticking one of the search options, it will search all the records and a search can therefore take longer.
If you want to search for a specific company name, then type in all or parts of this in the search box (shown in picture above) and hit “Enter” or click the symbol for search. If you wish to search by using other search criteria – email, phone, fax, address, url, category, owner – click on “More Search Options”, fill in your search criteria and click “Enter” key on your keyboard. See image CRM2

When the search is completed, it will display a list with matches. Select the company you are searching for from this list by clicking on it, and the Company card will open.

Company Card
The business card (see picture below) is where all the information about a company you are dealing with is kept. The first page displays contact details for the company at the top half, and contact persons registered to this company in the bottom half, as well as other tabs with further information and details.

As you can see from the picture, there are a number of tabs with additional information located at the top of the top half of the card as well as at the top of the bottom half of the Company card.  We refer to them as the Upper or Lower tabs.

Further (hidden) tabs
As you notice, there are further tabs located to the right of the Upper tabs. You access these by either pressing the arrow to the right of the tabs, or right click on the mouse when the mouse pointer is hovering over one of the tabs. You can also do this to switch between the different tabs.

Lower tabs

Contacts
The tab “Contacts” displays all contacts that are linked to this company. Right-click the contact and select “go to” to open that person’s contact card where you will find additional information. To create a new contact linked to this company; click on “create new contact and link this company.” Enter the required information about the contact. Please note; It is important to note that the screen to enter a contact is twofold. The top part of the screen “Contact Information specific to the chosen company” is information about that person’s role in the selected business. This means that if a company is deleted from the CRM system will also be information stored here will be deleted. The bottom “Company nondependent contact information” is the person’s private information. This is stored on the person’s contact card contacts in the CRM system and is retained even if the company is deleted. Sometimes you may find that some people are working for two or several companies you are dealing with. To avoid duplicate entries of the same contacts, you can link an existing contact to several companies. This is completed by opening the person’s contact card and then press the symbol “link company” at the bottom of the contact card. Search and choose the relevant company. The other way of doing this is to press Link existing contact to this company while you are in the Contact section of the Company card. A search window opens where you can search and choose the contact you want to link to this company.

Categories
Clicking on the “Categories” tab will bring up a list of what categories this company is linked to, or from here you can also link this company to different categories. The 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”.

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.”

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.

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.

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

Upper tabs

Company Info
This tab is already described, please note that by right clicking on the mouse while hovering in the grey tool bar in the middle of the Company card you will have further options such as creating New task, New appointment, New note, etc.

Additional Information
This tab allows you to store additional information about the company. In particular delivery and invoice address if these are different from the main company address. Update with the changes you want recorded and “save”.

File area
This tab displays electronic files such as letters, spread sheet, documents, etc. that are linked to the selected company. The files may have been linked to the customer 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.

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.

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.

Settings
Here you can add settings specific for the chosen Company 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”.

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

Relations
This function is used when a company is part of a group. You can easily link this record to other companies in the Group. Choose the appropriate companies to link your selected company and press the blue arrows (right – for Head Office and left for sub-office). If the company you want to link to is not on the list, it must be created in the usual manner.

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.

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.

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)

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

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.

HTML Print Settings
In the HTML print settings you can choose to use different print templates for various order statuses. To select the desired order status, click on the tab for the status at the top of the screen. The settings are the same for all order statuses.
Show Template Selector
If you tick this option, a dialog box will appear when printing allowing you to select the desired template.
Choose which fields to display in your shopping cart(print)
You can choose which fields to display in the document when you print. Tick to include, un-tick to exclude, you can also set a default width of the columns you choose to be included. (Insert value in the fields of fixed width. Unit is pixels)

 

See also
CRM – Contact Level
Settings for CRM