Elliott CRM Features

Edward M. Kwang

President

Elliott CRM Features

• System Level

– Notes

– Attribute

– Links

– eContact

– Emails Features

– Events

• Application Level (Mostly in COP)

Prelude to eContact Manager

Notes

– Conversation With Customers

– Reminder to Follow Up

• Attribute

– Expand Database Without Modification

• Links

– External Documents Related to The Customer

Notes, Ticklers & Knowledge Base

• Notes– Use It for Memo

– Print on Documents

• Ticklers– It’s Notes With A Due/Remind Date

– Management Functions

• Knowledge Base– Free Text Search for Notes Database

Notes Demo

• Adding a new customer “Elliott, Inc.”

• Use Notes for Recording Conversation with Customers.

• Use Notes as Tickler to Remind You.

• Tickler Become Management Tool

• Use Notes for Knowledge Base

Attribute

• Attribute is an extension to Elliott database w/o modification

• Attribute used in CRM for various different tracking purpose

• Attribute used for eContact on the Web is like Profiling

• Selection based on attribute can be easily handled in Mass Email and Export Processor

• V7.1 Attribute Has GUI User Interface

Attribute for Restriction Control

• Create an attribute code for control purpose.

• Decide how to control– Not allow

– Restriction when present

– Restriction when not present

• Add the restriction control

• Attach attribute to customers– Inherit customer type attribute

• Attach attribute to item– Inherit product category & user defined code attribute

Scenario – Territory Limitation

• Can’t sell an item in State of CA

• Add an attribute

• Attach to item, product category or user defined code

• Add restriction for CA for not allow this attribute

Scenario – License Regulation

• State of CA does not allow selling of an item unless reseller is properly licensed by the state and license is not expired.

• Add an attribute code with license# & exp. date

• Add restriction for CA, restricted when not present for this attribute code

• Attach attribute to customer file and record proper license# and exp. Date

• Attach attribute to item

Attribute Demo

• Expand Customer Database

• Territory Limitation Control

• State Licensing Control

• Support Control

Links

• Like a note attached to the master record (I.e. Customers or Vendors)

• Unlike notes, the information will come from an existing document

• Can be Word, Excel, PDF, Images, HTML, and any file in your systems.

• Links can also be an URL address, Email address or an EXE command.

Links - Examples

• Inventory Item Images.

• Item Specification – Help Salesman Give Better Information to Customers.

• Customer Web Page – Check Your Customer’s Company Activities Before You Call Them.

• Customer Contracts – On Line Access Customer Contracts for Customer Service.

• Manage Correspondent with Customers.

• Many, Many More…

Type of Links

• System Links

• User Definable Links– Predefined Link Type

• Template (For Path)

– You Can Define Your Own Link Types

• Ad-Hoc Links– Link Does Not Require Link Type

– Easy to Use, Long Term Maintenance Issue

• Program Links– System Built In

Links Demo

• Customer Web Site

• Map Quest

• Item Specification

• Add a new link type

• Add-hoc links

• System Links

eContacts

• Contact Manager Database

• Database for Mass Email

• Web access login control

• Available where ever notes are

General Information

Synchronize eContact Address

• May link eContact’s address to Customer file, Vendor or Salesman…etc.

• Based on primary relationship

• Example, Customer address changed, eContact’s address is also changed.

eContact Demo

• Adding a new eContact for customer

– With or Without Email

• eContact General Tab

– Create eContact Without Email

• Address Synchronization

Web Access Demo

• Password – encrypted– Optionally to Assign A Random Password

Automatically Generated When Password Left Blank

– Batch Utility to Generate Random Password

• Block Access

• Role – Determine Web Access Right

• Stop Email – Mass Email

• Accept HTML format

Billing/Relationship Demo

• Credit Card Information is encrypted

• Only authorized supervisors can see it.

• Billing Address may be needed for charging to credit card.

• Relationships – We’ll explain this later.

Notes, Attribute & Links Demo

• Two List Views in Each Tab

– Contact List View

– Company List View

• Move Between Two List Views

Open Orders Inquiry Demo• Posted Orders Won’t Show

• Different Icon For Different Status– Open

– Incomplete

– Hold

– Picking Ticket Printed

– Billed or Invoiced

• Limited by Ship-To

• Printing

Invoice History Inquiry Demo

• Invoice History Inquiry

• Printing

• Order / Invoice History Inquiry in eContact Are Better Implementation Than Regular Order / Invoice History Inquiry.

• Available Through Special Functions in Many Areas– When Customer # Is Identified

Order and Invoice Inquiry Access from Other Areas Demo

• Customer File Maintenance

• Customer Account Inquiry

• Sales Desk

• Many other areas where customer is identified.

eContact Manager

• Access from any Elliott menu or Startup from desktop (EL700GE.EXE)

• Keep it open for the day

• Type a few characters and locate your contact

• Email or call your contact

• Sort by any column

• Filters Options

• Drill Down to eContact Detail Screen

Printing And Email

• Every Reports Can Be Printed And Emailed.

• In V7.0 or prior version, Recipient Address Book Come From Email Client (I.e. Outlook or Outlook Express)

• In V7.1, it supports emailing to eContacts

eContact Manager Demo

• Launch eContact Manager – Icon or Toolbar

• Sort eContact Manager

• Search and Sort

• Limit The List– Source (Customer, Salesman, Ship-To…)

– Filter Option

• Email

• Drill Down

• Printing and Email

Order Entry and eContacts Demo

• When a new order is added, system adds a new relationship, not the contact.

• Relationship attached to order automatically or manually – depending on setup.

• When attached automatically, it will use the primary eContact from either ship-to or customer file.

• Option to attach salesman eContact information.

• Also available in Sales Desk

Order Acknowledgement Email

• Order Email sent to Order Contacts

– Same Principle Applies to Shipping Email

• Dynamically send from

– Sales Desk

– Order Entry

• Batch Processing Email

– Option to send duplicate

Shipment Tracking Demo

• Use Starship Manifest

• Non-Starship Manifest

• Shipment Without Tracking Number

• Shipping Email Acknowledgement

• Tracking Through Order Notes

• On-Line Tracking

Starship Sample Screen

Sales Desk Demo

• Design for Salesman or Telemarketer

• Find All Relevant Information About a Customer

• Stock Status Inquiry

• Quote Customer Price

• Take Order

• Print / Email Order Acknowledgement, Picking Ticket, Invoice…etc.

Events Demo

• Notify Sales Rep When Customer Place Order

• Notify Sales Rep When Customer Cancel Order

• Notify Sales Rep Upon Cash Receipt from Customer

• Stock Watch/Wish List

Add-on Sales Demo

• Work in Sales Desk Only

• Define Add-On Sales in I/M Util-Setup

• Allow Import from Spreadsheet (CSV)

Substitute Item Demo

• Define Substitute Class

• Define Item Belong to Which Class

• Work from Sales Desk

Notes, Attributes, Links, eContacts & CRM

• Notes, Attributes, Links and eContacts Are Not Limited to CRM

• You can use them just as well for Human Resource Management, Supplier Management, Inventory Management, Sales Order Management …etc.

Demo Other Applications

• Human Resource Management

• Supplier Management

In Summary

• There Are Many Netcellent CRM Features

• Notes, Attributes, Links and eContacts Are Generic Features And Its Applications Are Not Limited to CRM.

• eContact Is The Center of Elliott CRM Feature.

• eContact Is Also a Significant Part of Elliott Internet Solution

Questions & Answers