super user guide crm 2015
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Cordium Dynamics Super User Guide
Super User guide | November 2015
What is Dynamics?Microsoft Dynamics is a Customer Relationship Management (“CRM”) software package developed by Microsoft. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk) sectors. Cordium primarily uses Dynamics as a central point of reference for all Cordium employees in relation to clients and additionally uses it for business development, sales and marketing processes together with managing recruitment and training prospects.
Microsoft Dynamics CRM can be accessed either by using a Browser or by a client plug-in to Microsoft Outlook.
The role of a Super UserCordium created the role of a Super User to have one central person aggregating team and client information on a regular basis. Microsoft Dynamics CRM is priced on a per-month per-user license module and Cordium currently have two of those levels, Basic and Professional, with different accesses and costs per month for each. The role of the Super User is to create and maintain client information centrally.
All client information will be the responsibility of the account owner; the account owner is the business lead of the team who maintains the relationship with the client e.g. the main Consultant/Associate Consultant is connected to the account, the owner of the account is the individual who it is felt by the business has the strongest relationship with the client and therefore ‘owns’ the relationship. There will always be one Owner and that could be someone in any part of the business for services provided by any part of the business.
Image below shows all information from teams to pass to super user.
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Super User responsibilitiesThe Super User has the following responsibilities:
Update and maintain all relevant client details e.g. contacts, connections, products, primary contact(s), relationship type, type of firm, Prudential category, etc.
Regular (at least monthly) communication with your team to ensure the accuracy of client Keep in frequent contact with the CRM Manager for feedback and questions
The Super User represents all Dynamics data!
All consultants are required to pass on any amendments to their Super User.
Super users
ComplianceManaging consultant Super user
Dominic Williams > Alexios BostantzoglouBooby Johal
Stephen Holt > Maria KrokidaPhilip Naughton
Amy Heys > Joao Ferreira
Jonathan Wilson > Johanna Hedlof
Tax and FRRPartner Super user
Matthew Crisp >
Anne Healy-McAdam > Harriet James
John Davison >
Super Users will be reviewed at least annually and, where appropriate, the role will be passed to a new Associate Consultant Level 1.
Mirabella, training and other departments will have their own process of maintaining client data.
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Super User responsibilitiesThe highlighted areas within an account remain the responsibility of the Account owner or the connected consultant.
Top of Account screen
Middle of Accounts screen
Bottom of Accounts screen
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To highlight those responsibilities:
UK office US Office
Account Name Mandatory Account Name MandatoryPrimary Contact Mandatory Primary Contact MandatoryAddress Mandatory Address MandatoryPhone Business recommended Phone Business recommendedWebsite Business recommended Website Business recommendedPrimary Cordium Office Mandatory Primary Cordium Office MandatoryTypes of Firm Business recommended Types of Firm Business recommendedRelationship Type Mandatory Relationship Type MandatoryOwner Mandatory Owner MandatoryContacts Mandatory Contacts MandatoryOpportunities Created by Sales Opportunities Created by SalesActive Connections Mandatory Active Connections MandatoryProducts Mandatory Products MandatoryAUM Business recommended AUM Business recommendedAUM Date Business recommended AUM Date Business recommendedFCA Application Status Business recommended US Registration Status Business recommendedFCA FRN Business recommended IARD Link Business recommendedFCA Link Business recommendedAuthorised Since Business recommendedYear End Date Business recommendedPrudential Category Business recommendedFCA Permissions Business recommended
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If a client terminates the protocol for the account information is as follows:
Relationship TypeChange from ‘Client’ to ‘Former Client’
OwnerChange from current business lead to Sales lead (to be able to target in future) e.g. Sarah Donnelly
ConnectionsRemove all connections, but place an activity note on historical interactions within Cordium
Create a reminder to ask your team on a monthly basis for any client amendments. If a contact has left the company DO NOT delete them, try to identify where they have moved to and attach
them to that account. If an account doesn’t exist for where they have moved (or you don’t know) just remove the email address and the parent account from the contact details screen.
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Accessing Microsoft Dynamics 2015Microsoft Dynamics 2015 can only be accessed via the Cordium network. Outside the main offices in UK/US, you will need to connect to the Cordium network via VPN (see IT department).
Dynamics is accessible on all browsers and the connection details are outlined below:
Internet Explorer, Google Chrome, etc.URL: https://cordium.crm.dynamics.com/
enter email address e.g. [email protected] No password required
Firefoxhttps://cordium.crm.dynamics.com/
enter email address e.g. [email protected] No password required New window enter new email address e.g. [email protected] Your Windows password (what you use to enter into your PC daily)
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Navigating around Dynamics 2015Microsoft Dynamics 2013 is divided into specific areas, called entities
Sales – Gives you the option to view Accounts, Contacts and Opportunities Marketing – Views, Accounts, Contacts, marketing lists and Email marketing options Settings – Mainly admin and personal setup options Workplace – Reports and Dashboards Help
Each entity is then broken down into specific areas that allow access to specific entity information
For example, Sales is broken down into:
My Worko Dashboardso What’s Newo Activities
Customerso Accountso Contacts
Saleso Leadso Opportunities
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SearchingWhen searching in Dynamics, use the global search field located in the top right corner of the screen. The results are then displayed below.
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Creating an AccountStep 1To create a new account, in the account entity select +Create and select ‘Account’
Step 2Enter as much detail as you can in the fields given and click ‘Save’+ = Business recommended field* = Mandatory field
Step 3You may need to open the newly saved record in order to continue filling in specific fields that will be useful for reports.
Fields marked with a red asterisk *
All fields with a * are mandatory fields and the record cannot be saved unless data has been entered into at least all these fields.
Fields with a blue cross +
All fields with a + are business recommended fields, it is recommended to fill this information into the system if you know it.
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Creating a contactIt is best practice to add contacts under the account, so try to select the account first and add the new contact under that entity first, if that account does not exist, add the account details first
Create a contact within account
Step 1With the selected account open, select ‘add new contact’
Step 2Enter as much detail as possible and select ‘Save’+ = Business recommended field* = Mandatory field
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Create a contact with no account
Step 1Click the [+Create] and select ‘Contact’
Step 2Enter as much detail as you can in the fields given and click ‘Save’+ = Business recommended field* = Mandatory field
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Data CleansingThere may be times when there are duplicate accounts and/or contacts. It’s best practice to help keep the data as clean as possible by merging duplicate accounts.
Merging accounts
Step 1Select the accounts to merge (you can only do two at a time)!
Step 2
Click the ‘Merge’ button in the ribbon
Step 3Select the information of the master record accordingly that you need to keep and click ‘OK’
You will then get a message stating that the records have been merged and the sub record deactivated.
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Adding Cordium employees to an account (Connections)It is very important to connect individuals that work with the client/prospect/target the steps below show how to connect yourself or another Cordium employee to an account and their role.
How to add yourself and role to an account connection
Step 1Within the account, scroll to the ‘Active Connections’ sub grid and select the grid icon in the top right corner
Step 2Click the ‘Connect’ button and in the ‘Name field’ select the magnifying glass icon
Step 3Scroll to the bottom of the list and select the ‘Look for more records’ hyperlink
Step 4In the ‘Look for’ field, scroll down and select ‘User’ and search for your name, all connections within Cordium need
to have the icon
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Step 5Select your name or the name of the Cordium employee and click ‘Add’
Step 6In the ‘Role’ field you will need to select your responsibility or ‘role’ for this Account, e.g. Consultant
Save and Close
It’s imperative to connect yourself or any other Cordium employee to any/all accounts that you/they have responsibility for at any level and to include the appropriate individual as the Owner!
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Type of FirmIt is possible for an account to have many areas that they specialise; here you can add the different specialties
Step 1Within the account, scroll to the ‘Types of Firm’ sub grid and select the ‘+’ icon in the top right corner
Step 2Select and add the types of firm
Any questions or if you require further help please contact:
Barry StokesMarketing and CRM Manager
DD: 020 3141 9651Ext. 9651
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Glossary of terms
Account Owner – the person with overall responsibility of the account, if the account has many products that covers various business departments the agreed owner will be defined on historical and/or agreement between them
Connections – A Cordium member of staff that is ‘connected’ in some way to the account e.g. Application consultant, Managing consultant, Tax partner, etc.
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