Activant Prophet 21

CRM Overview - Opportunities, Sales & Marketing Tools

Customer Relationship Management Suite Course 2 of 2

This class is designed for…

System AdministratorsPersonnel responsible for tracking business opportunities and analyzing themPersonnel responsible for maintaining customer relationshipsPersonnel involved with telemarketing activities

Objectives

Enter and track leads through Opportunity MaintenanceUtilize Opportunity Maintenance for customer issue resolutionSet up pipeline reports and case status reports for managers and customer serviceCreate marketing opportunities with email blasts and mail merge.Utilize P21-Outlook integration for keeping track of customer correspondence

This course will NOT cover…

Customer MaintenanceShip to MaintenanceTask MaintenanceCMIContact MaintenanceProcess Tasks for call centers

What is Customer Relationship Management?

The ability to access information needed to service customers and prospects

Tracking of leads and opportunities prior to quote creationManage customer issues through a case resolution system

The ability to use information to reach your potential customer base

Targeted marketing via e-mail blasts Analysis of won & lost opportunities

Sales Force Automation

Opportunity trackingDefine sales leads

Manage customer issues

Sales Management InquiryPipeline capabilities

System Settings

Display opportunities in CMI, OE, FC, RMA Entry, Mfg Rep Orders and Service Order Entry

Salesrep Security

Limited salesrep securitySales managers can be assigned to salesrepsManagers can be restricted to their own salesrep numbers and all subordinates quickly and easilySalesrep Maintenance and CRM Security Maintenance for setting up chain of commandSecurity limits users in 3 areas – CMI, Sales Management Inquiry and Opportunity Maintenance

Sales Manager ID

Sales manager can access salesrep’s customers and transactionsActs as supervisor in Sales Management Inquiry

CRM Security Maintenance

CRM Security Maintenance applies to CMI, Opportunity Maintenance and Sales Mgmt InquiryCan only see customers and opportunities of salesrep listed

CRM Security Maintenance

Enter Admin’s salesrep id as Sales Mgr ID for Sales SupervisorEnter Admin’s salesrep id as Salesrep ID in CRM Security Maintenance

Sales Force Automation

System MenuTerritory Definitions

Lost Sales Code

Sales Cycle Setup

Competitor Maintenance

Territories

System Setup / System / System Settings

Territory Maintenance

Add, edit and delete territoriesUser defined territories for your business needs

Territory Group Maintenance

Organize territories into groupsTerritory may belong to more than one groupTerritories tab to list territories belonging to group

Territory Use

Customer and Ship To Maintenance have Territory tabs for assigning territories to customers and or ship tosRMB click for options to copy territories to ship tos, disable territories and enable territories

Lost Sales Code Maintenance

Create Lost Sales Codes for both Orders lost and and Opportunities lost

Lost Sales Code Maintenance

Affect UsageOn: Lost sales assigned a Lost Sales ID with Affect Usage turned on will impact usage for the itemOff: Lost sales assigned a Lost Sales ID with Affect Usage turned off will not impact usage

IE: 10 cancelled, 10 remain as usage amount

Checkbox only accessible if usage captured at OEImportant for customer service purposes

Record sale even if you couldn’t meet a customer’s need for inventory so you’ll have it next time

Lost Sales Report

Report shows lost sales, including opportunities

Lost Sales Report Tabs

Criteria Tab – enter parameters to limit reportLost Sales Report Tab – presents results of lost sales in a spreadsheet format

Can print or print preview the report

Competitors Report Tab – available if viewing an opportunity on Lost Sales Report Tab

Displays winning competitor and reason for loss

Competitor Maintenance

Sales Cycle Setup

Define process of your sales cycleStep 1 - Opportunity Statuses

Enter Status, Description, Win/Loss Indicator and whether to Mark Opportunity as Completed or notOnly 1 status can have default status for new opps

Sales Cycle – Opportunity Types

Optional tab to differentiate between different types of leadsParameter in Sales Management InquiryUser defined types, descriptions and statuses

Sales Cycle – Opportunity Stages

Stages of movement through sales cycleSequenced to progress in logical order

Drag and drop to change sequence

Probability % is likelihood opportunity will be won at that point in the process

Sales Cycle – Opportunity Steps

Breaks each stage down into smaller stepsDrag and drop to put in logical sequenceDisplay as Next Step in Opportunity Maintenance

Opportunity Maintenance

Track opportunities before becoming quotesStart opportunity with little information, build as the project progresses

Opportunity Maintenance

Track ownership of opportunities by salesrep, location, territory, and the person who is responsible for the next step of the project

Opportunity Maintenance

Opportunity statuses, sales stages, and next step required are all user-defined, for customizability and fit for your company

Opportunity Maintenance

Multiple contacts, with an opportunity-related role, can be linked to an opportunityShows last touch indicator by contact

Audit Trail Tab

RMB to attach electronic documents to the opportunity

Description and Products Tabs

Free form area for detailed narrative of the opportunity

Indicate which product groups are involved in the opportunity and report off of them

Tasks and Other Opportunities Tabs

View open and completed tasks for this opportunityRMB click to add another task for this opportunity

View other open and completed opportunities for this customer as well as their related tasks

Competition Tab

Track your competitors for each opportunity, and see their strengths, weaknesses, and other information related to them

Quote / Order / Invoice Tab

Displays all quotes, orders and invoices linked to this opportunityDrill down and RMB options are available for more informationCompare actual success with initial predictions

Opportunity Maintenance

Additional points of interest: Quotes can be created from Opportunity Maintenance via a RMB clickContact Maintenance, Customer Maintenance, and Competitor Maintenance are all just a RMB click awayWhen opportunity is flagged Complete, system reminds you of open tasksOpportunity Maintenance can be used to track customer cases/issues, using alerts and auto tasks to escalate cases based on severity

Sales Management Inquiry

Graphical sales pipeline representationForecasts based on probability of opportunities’successSales snapshot at sales manager levelSalesrep comparisons of selected opportunitiesStatistics by fiscal period of won v. lost, broken down by salesrepSupporting opportunity detail readily available

Sales Management Inquiry

Criteria-driven – customizableCriteria can be saved and quickly recalled to see what you want to see, repeatedly

All output is displayed on the screen for ready analysis

Information can be saved as Excel spreadsheets for reports and further analysis

Sales Management Inquiry

Sales Management Inquiry

Pie chart broken down by territory, location, or salesrep

Pipeline by Stage gives immediate understanding of how your sales force is doing

Future opportunities’forecast values based on probability of success, by both fiscal periods and quarters

Opportunity Detail Tab

List of opportunities, either supporting other tabs, or as a stand-alone analysis tool

Includes access to related tasks for each opportunity

Opportunity Detail Tab

RMB options for Sort

RMB options for ServicesSave As allows data to be saved as Excel, text, PDFData can be opened in Excel and analyzed

Sales Snapshot Tab

Sales information based on fiscal year to date, for the entire salesrep, manager, location or territory

Salesrep Opportunity Comparison

Salesrep Opportunity Comparison

Summary salesrep comparisons, with easy access to supporting detail

Opportunity Statistics

Opportunity Statistics

Statistics of won and lost opportunities, with win percentage, per fiscal period, broken down further by salesrep

Opportunity List

Sales Management Inquiry

Summary - Sales Management Inquiry provides the tracking and analysis of opportunities desired in a CRM system

Marketing Capabilities

Marketing capabilitiesE-mail trackingE-mail blasts

E-mail Tracking Within Prophet 21

Ability to link e-mails to Prophet 21Stores the entire e-mail text, not an e-mail link, as completed tasks in Prophet 21Documents that are linked to the e-mail will be accessible in the completed taskBoth incoming and outgoing e-mails can be linked

Multiple e-mails can be selected and linked at once

Connections are made to the contact and customer based on the e-mail address

E-mails can also be linked to opportunities, once brought into Prophet 21

System Settings for E-mail Tracking

Setup / System Setup / System / System Settings

E-mail Tracking Within Prophet 21

Link at the click of a buttonHighlight multiple emails in the incoming or outgoing folders for linking

E-mail Tracking within Prophet 21

Link at a click of the buttonSend and link using one click for outgoing emails

E-mail Tracking Within Prophet 21

Log into Prophet 21 – only required the first time linking is done each day

E-mails displaying in Task History

E-mails displaying in Task History

E-mail Blasts

Many fields in Contact Fast Edit for the selection of contactsE-mail blast sent to selected contacts on the Customer Email Blast tab

Called via a RMB clickSelect template to send, or send free form e-mail

Uses Microsoft Word template and mail merge functionalityTemplates include Prophet 21 tokens

Create Mailing list by RMB click

E-mail Blasts

Click the Create Mailing List RMB option to save mailing list for futureClick Email BLAST to send these contacts an email

E-mail Blasts

Summary

Define Customer Relationship ManagementDefine Customer Relationship ManagementUtilize Contact ManagementEstablish Tasks from Task Maintenance and Alert MaintenanceSetup opportunities for sales leads in Opportunity MaintenanceManage and analyze opportunities through Sales Management InquiryUtilize Marketing tools

For More Information…

Prophet 21 Help FilesVisit Activant on the web: http://distribution.activant.com/

View Educational Services course offeringsBrowse Documentation

Version 12.0 New Sales Processing Features

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E-mail Professional Services Salespss@activant.com