Basic Course (1.0)Basic Course (1.0)onon

http://crm.ncs.net.inhttp://crm.ncs.net.inBy Nikhil Bhagat

CRM Admin

NCS Computech Pvt Ltd

9830026226, 9331126226

nikhil.bhagat@ncs.net.in

CRMCRM• Customer Relation Management• It is Browser based. Meaning, you need to

open a browser (IE or Mozilla etc.) to work with it.

• Mozilla is faster than IE and so I request you to load Mozilla and login through Mozilla into our CRM.

• It is Web based and so you require an Internet connection, recommended a broadband connection.

Course Material (Basic)Course Material (Basic)We will cover ONLY the following 5 modules.• Accounts • Contacts • Opportunities • Activities • LeadsNote : While keying the data it is important to

remember that all the above (Accounts, Contacts, Opportunities, Activities and Leads) are treated as separate modules and not as one single module. They are however interlinked.

Modules (Showed as Dashlets)Modules (Showed as Dashlets)• Accounts – All the

customers (end user / reseller) you are dealing with, are treated as Accounts.

• It is the Company. • In CRM it is treated as

a separate entity, a separate module.

• Contacts – All the people whom you are dealing with, of the Company (Account), come in Contacts.

• Contacts are linked with Companies (Accounts) and so you need to create them first and then Contacts.

• Though a separate module in CRM, It is linked with the Company (Account).

Modules (Showed as Dashlets)Modules (Showed as Dashlets)• Opportunities – It is

the Business Opportunity generated from the Accounts around which all Activities like Demo etc revolve.

• Though a separate module, It is linked with the Account (Company).

• Activities – Means all the Activities done on the given Business Opportunity, to finalise the particular business, like Demo, Follow up through phone, email etc. This also include Billing and despatch and payment collection.

• Though a separate module, It is linked with the particular Opportunity of the Account (Company).

Open Browser and Go toOpen Browser and Go to http://crm.ncs.net.in

• Login through your full name, all in small letters and continuous with no space in between. Example - nikhilbhagat

• And your default Password is ncs

Just Save and ProceedJust Save and Proceed

My First Opening ScreenMy First Opening Screen

MainMenu

Modules (showed

as Dashlets)

My Account

Shortcuts Menu

Main Menu (Home)Main Menu (Home)• In Home• We will be able to

View and Create all your Data, Module wise (seen as Dashlets) – wiz Accounts, Contacts, Opportunities, Activities (Calls, Meetings, Tasks), Leads etc.

• To create, you need to choose from the Shortcuts Menu.

How to Create an Account?How to Create an Account?There are 4 parts to

inputting information.

• Account Information.

• Address Information.

• In Address Information there is Channel Information.

• And Description.

•In Shortcuts you will see Create Account.

•Click on it to Add a new Account.

Account InformationAccount Information

Keying Data in Keying Data in Account InformationAccount Information1. Fields are General Fields where you key in the Companies Data. But in these fields there

are a few important fields. Please try to fill Ownership, Type, Industry and Correct Team (Vertical) correctly. You are yourself Assigned to the Account by default, meaning you are the Owner of the Account and Responsible for all the Business and Activities done on the Account.

2. Member of : Birla has a group of Companies. So while creating such companies, you choose Member of the mother company, while keying the data. When you are viewing the Account you will see the other companies in Member of Dashlet below as a Group. Same with the Companies who have branches and factories all over. The name culture for such Accounts are like this – Allahabad Bank (HO), Allahabad Bank (RO-Jaipur), Allahabad Bank (Elgin Rd Branch), but all come under Member of Allahabad Bank (HO).

3. Team : By default you are in one particular Team (VERTICAL). Kolkata Channel Team, SMB Team, SME Team, Corporate Team, State Govt Team, NCS_Branch Team. You should choose the correct Team (Vertical) while creating or assigning an Account. If it is a reseller then it should be under Kolkata Channel Team. It does not matter in which team you are in. If it is a Corporate Account then you need to choose Corporate Team in the Team. The Account will stay with you, omly thing is that you will be added in the Corporate Team also if the case may be. For branches you are in your City’s Team (By default) . So at present this field is not applicable to you.

4. Pin Code – Please key in the 6 digit no. without space in between.

Account - TypeAccount - TypeResellers are divided into 4 groups :

•Reseller – Who is not selling our product.

•Channel Partner – Who is selling our product.

•Value Added Partner – Like HCL, Wipro, WTL basically System Integrators.

•Freelancer – Who is an individual selling our products.

•Competitor – Who is our Competitor

Technology Partners are our Principal Companies.

Rest come under Others like our non business activity suppliers etc.

End Users are divided into 4 groups on the basis of the computers they have:

•SOHO (<10 users) SMB (10 – 24 users)

•SME (25 – 99 users) Corporate (99> users)

Account – Address InformationAccount – Address Information

Sometimes Billing and Shipping Address of the Company are different.

Billing Address is the Address of the Account where all the Billing has to be done.

Shipping Address is the Address of the Account where all the Shipping of the material has to be done.

Account – Channel InformationAccount – Channel Information

•If it is a Channel Partner, then only you tick the option and fill the data relevant to it below the Address Information.

•For multiple selection in Business and Deals in NCS Products, you need to press Ctrl key and click the options available.

How to Create a Contact?How to Create a Contact?

•In Shortcuts you will see Create Contact.

•Click on it to Add a new Contact.•Though a separate module, It is linked with the Account (Company).•It is recommended that you create Contacts by opening the Account to which you want the Contact attached to. Under the Account you will find the module - Contacts.

There are 4 parts to inputting information.

• Contact Information.• Address Information.• Description.• And Portal

Information (Out of Syllabus, Leave the part Blank).

Contact InformationContact Information

Keying Data in Keying Data in Contact InformationContact Information1. Fields are General Fields where you key in the Contact Data. But in these fields there are

a few important fields. Please try to fill Account Name (By Selecting the Account he belongs to, meaning the Account should exist else you need to Create it first), Lead Source, Designation and Department.

2. Select Reports to if you have more than 1 Contact of the Account. Like Junior person Reports to Senior Officer who in turn Reports to Director.

3. There is an Assistant field and Assistants phone field. This is useful when the Contact person has a secretary and to take his appointment you need to go through the secretary. And secretary is not an important Contact you would like to create.

4. Campaign will be used when we run campaigns. Till then leave it Blank.

5. Team and Assigned To : By default it is your Team and he is Assigned to you, but sometimes you have more than one Contact in the Account and it is possible that he is friendly with your colleague rather than you. Then it is advisable to Assign the Contact to him.

6. Mobile Nos – Please key in the 10 digit no. without space in between.

7. Pin Code – Please key in the 6 digit no. without space in between.

8. Sync to Outlook®: , Invalid Email: . (Not in Syllabus)

How to Create an Opportunity?How to Create an Opportunity?

•In Shortcuts you will see Create Opportunity.

•Click on it to Add a new Opportunity.•Though a separate module, It is linked with the Account (Company).•It is recommended that you create Opportunity by opening the Account for which you want to lock the business generated. Under this there is a module - Opportunity.

OpportunityOpportunity

Keying Data in Keying Data in OpportunityOpportunity• Fields are General Fields where you key in the Opportunity (Business Generated).

But in these fields there are a few important fields.

• Opportunity Name : A definite Name culture for writing the Opportunity name should be followed. Product Initials_model no / pcs. Lets say, that I am following Shikshayatan College for Cyberoam 100i, then the name of the Opportunity will be : CR_100i. If the same Account is interested in QuickHeal then a new Opportunity with the name QHAdmin_110 pcs should be created. You can keep on creating different Opportunities for same Account.

• You need to Select the Account name for which you are creating the Opportunity.

• In Type you need to choose Existing Business if it is the case of Renewal or Additional licences. Rest come under New Business.

• Select the proper Lead Source and Product Range

• Campaign will be used when we run campaigns. Till then leave it Blank.• Team and Assigned To : By default it is your Team and You.

• In Amount you need to fill in the value of the Opportunity created. It should be keyed in straight, without any comas.

Opportunity – Sales StagesOpportunity – Sales Stages• Prospecting – It is just in initial stage. There is a requirement. PR is

going on.• Qualification – It is confirmed that the product is required.• Needs Analysis – Needs further probing to confirm the exact model,

pcs etc.• Value Proposition – Budget is available or not.• Id Decision Makers – Identifying the correct Hierarchy in decision

making. Talking to all of them about the requirement and budget.• Perception Analysis – To analyse if the case is genuine or not.• Proposal / Price Quote – Give quotation.• Negotiation / Review – Go for further Negotiations if called. Finalyse

the Price at which they are going to purchase material.• Closed Lost – Closing the Opportunity as Lost.• Getting Order – Collecting Order.• Billing & Delivery – To Bill, Deliver / Install Successfully.• Payment Due – Collecting the Payment.• Closed Won – Closing the Opportunity as Won.

Main Menu (Sales)Main Menu (Sales)• In Sales• We will be able to

View List and Create, common Data of the whole Teams / Branches / Vertical wise, you are under, wiz Accounts, Contacts, Opportunities, Leads etc.

• From here, you can Assign data in bulk.

Main Menu (Activities)Main Menu (Activities)• In Activities• We will be able to

View List and Create, common Data of the whole Teams / Branches / Vertical wise, you are under, wiz Calls, Meetings, Tasks etc.

My AccountMy Account• My Account is details of

yourself, which you need to put in (Update).

• This is required to be done only once.

• Please change your passwords.

• It is different from Accounts (Companies) Tab.

• The sub modules where your keying is required are in RED.

• Name

• User Settings

• Locale Settings

• User Information

• Address Information

• Calendar Options

• Layout Options

• Email Options

• Outbound Email Settings

• Inbound Email Settings

For Imported DataFor Imported DataYour Escort data / Excell data is now

partially imported.

The procedure to tag your Accounts to respective owners and update them is as

follows :

Click on Accounts (Sales)Click on Accounts (Sales)• You will see a list of Accounts set as Global / Branch (For

Branches) visible in Team and Admin / Branch Head fullname (For Branches) under User.

• You need to Assign the Accounts by changing the settings of Your Group in Team and Your Name in User.

Procedure• You need to tick and choose your accounts.• In Mass Update option below the list, you need to Select

yourname (For branches – the members name) in “Assigned to:” and then

• You need to Select your team’s name in “Team ID:” (This is not for Branches).

• And then click on “Update”.• Continue in the same way for the Next set of Accounts.

For BranchesFor Branches• You need to just

tick Only my items.

• And then Search.• And then follow

the Procedure.

View your AccountsView your Accounts• To go to your

Accounts you need to first goto Home

• Under Home you will find one of the modules – My Accounts.

• Under My Accounts you will find the Company list you are working upon.

Edit your AccountEdit your Account• Select your Account

by double clicking on the Account – say Demo Account.

• You can Scroll down to view its details.

• To Edit it you need to press Edit button and then start editing.

Edit your AccountEdit your Account• There are 4 parts

• Account Information

• Address Information. At present address info is in Contacts. You need to transfer them by Cut & Paste method. (Please do this after 15th of August)

• In Address Information we also have an additional Channel Information

• And Description.

Edit and Create ContactsEdit and Create Contacts• Contacts – All the people whom you are dealing with, of the

Company (Account), come in Contacts.

• You will be able to see Escort 1st Contact under Contacts Module.

• Address of the company is at present in the Contact which you need to transfer to Account with Cut & Paste or Copy.

• For Second and Third Contacts from Escorts, you need to create additional Contacts under Accounts. Paste the data from Escorts.

• Always input data in Full Form and after opening the Account under which you want to create the Contact.

• Try to create Contacts on hierarchy basis so that you can assign the “Reports to” junior officers to the senior ones.

Version 1.1 will come with How to Create Activities and

Version 1.2 will come with How to Create Leads and convert them to

Accounts, Contacts and Opportunities

Please update your data and be thorough with what I have shown you

before the next version is out.

Till then Happy CRM