BAG CRM User Manual version 1.0
Contents
1. O Rakesh 9869200000 M kunai 5869005608 7 Vandana 9821500000 Stages Prospect Source Campaign Name Source Assigned To Prospect Source Details Prospect Source Classification Comments PHASE OO Copyright 200 MOSL Ali Rights Reserved Powered By Motilal Oswal Securities Lid In the above screen if you do not wish to create a new lead for the record for which a match was found in the system DO NOT select the check box for that lead If you wish to create a new lead for a record for which a match is found in the system the simply tick the check box and follow the normal lead upload procedure 7 Page 3 3 Create Lead This node allows you to create lead manually Email and Mobile number are look up fields which means by clicking on Go button next to these fields after entering valid email address or mobile number it searches for existing lead or customer in the system with same email address mobile number If a match is found then the lead id of belonging to that contact number is displayed The user needs to verify whether the lead details displayed are for the same person or not If it is for the same person then the user should abort the lead creation process If the lead is being created for a different person but having the same contact details then the user should proceed further and fill in rest of the details visible on the lead creation screen For further details please refer Dedupi2. Scheduling Meetings e Activity tab is used for scheduling meeting with leads client and displays current stage status of the lead e On scheduling a meeting with the lead using CRM an email and sms is sent to all the attendees regarding the scheduled meeting date time and location e Two types of appointments can be scheduled Single and Joint Meeting In case of joint meetings the system provides a list of special attendee list to be taken along for the meet Updating Meeting Outcome e Post meeting with the lead client the meeting outcome can be fed in Activity tab Select the scheduled meeting date in the Activity Date field and click Meeting details On doing so all the meeting details attended earlier while fixing the appointment would get populated e The RM is expected to fill in the mandatory fields i e Communication mode Meeting venue meeting subject meeting duration and comments while updating meeting outcome in Activity tab http 192 158 41 105 8080 EditLead aspz leadId 88052 Microsoft Internet Explorer provided by Motilal Oswal securities LE Activity key Information Other Contact Information Profile History Financial Planning stage pun T Status Appointment fixed x Assigned To Shyam Khatri Activity Date 1 Meeting Details Communication Mode Select zj Meeting Venue _ S Meeting Subject Select ET Meeting Duratian o Comments meeting fixed Appointment O Si
3. On saving marked leads will be saved into the system and will be assigned to the respective person mentioned in Assigned To field and unassigned leads will continue to be displayed on the screen The user needs to ensure that all the leads uploaded are assigned to either him her or some other user within the Franchisee Remissier On saving all the leads uploaded a link to Home page is provided to go back to your home page After assigning and saving the uploaded leads a deduping mechanism runs in background which recognizes whether the lead contacts that are uploaded matches the one which were uploaded previously If the lead contact is found to be existing lead in the system for that particular Franchisee Remissier it will display its lead Id and Name with a confirmation message for creating a new lead for existing lead contact in the system To create a new lead for the existing contact in the system the user needs to select the check box and follow the normal procedure for uploading the leads 6 Page 43 Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd I TER X File Edt View Favorites Tools Help Back gt O A a Aah yravortes meda B D SAH Address nttp crm Leadupload aspx Welcomes Franchisee 1 f001 E TestBR Team w Stage Details Choose Role FREDM EXL Jj Step 3 Select Records Bj Name Mobile No Email Id City Occupation Source Remarks 7 Awadhesh 9744563915
4. Information pSource Wise ee Stage Report Stage co B Status Opportunity Genera 2 Ideal Lead Report Assigned To Franchisee1 FO01 z Activity Date o ser Management Mode i 4 Meeting Subject O Meeting Duration o iManage User Role Client Management Search Client Reporte Locljent Report I e Done Su Local intranet Tabs related to detail information about the leads are Activity Key Information Other Contact Information Profile and History tab Activity tab It is used for arranging meet ups and activities with clients and displays current stage and status of lead All key information relating to a meeting with a lead must be captured here Key Information tab It displays significant information about the lead generated Other Contact Information tab This tab is used for putting contact information of the client Profile tab This tab is used for adding updating client s profile History tab It maintains history of activities done for that particular lead 11 Page 3 6 Moving from one stage to other This section explains how a lead can be moved from one stage to another As we go to the detail page activity tab describes stage and status of the lead For changing the status of the current stage of the lead that it is possessing select the appropriate status from the drop down list Similarly for moving from one stage to other select the stage and its respective statu
5. can see above there are 5 leads in all in CO Stage The lead count has a hyper link which on click will navigates the user to list of leads available in CO stage This hyper link is accessible to owners and admin users only Assign To Me row Leads assigned to the user can be viewed in the Assign To Me row The user can see list of the leads by clicking on the hyperlink in the Assign To Me row under the respective stages 9 Page 3 5 Assigning Leads A Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd File Edit View Favorites Tools Help Back gt gt O A a Aseh xjravoies Meda D 5 n di Address E http crm LeadList aspx Go Links Franchisee1 f001 Branch TestBR Team Sign Out 3 CRM Lead M t See Choose Role FREDM EXL a anagemen i Upload Lead ren Lead co COA c2 C3A C3B cec c3D C4 cs C6 loamah Lead Selected Stage CO i Reports Branch Wise Iv 755 Testlead Sheldon 2228071404 Nil CO Opportunity Generated 1 5 2009 4 51 35 PM Test User User Wise a 754 Test Lead Geff 3744563915 Nil CO Opportunity Generated 1 7 2009 1 08 46 PM test user 2 Select zj Select L tdeal Lead Report P APEERE Franchiseei FOO1 FRBDM Test Usar f 070 Sales person test user 2 0078 Advisor test user 2 f0079 Sales person testyish f 082 Sales person testyish fO083 Sales person i Source Wise i Assigned To ie C1 Stag
6. dashbord Create Lead i Search Lead ALL 0 0 0 0 1 90 0 0 0 0 0 0 1 i Delete Lead Assign To Me 0 0 0 0 1 0 0 0 0 0 0 0 Client Refer o o o jofoj ololo lfo lo jolo o No records found Rupees ie No records found Riu uf of amp J Local intranet a gt 100 3 Page 2 Stages of Lead Management C0a COb COb C2 C3 C4 C5 C6 C7 C8 C9 C10 Status Name Data upload Lead allocated by Telecaller AM confirms the meeting appointment First Meeting Done Follow up Rejected Deal Done Client Agrees to start business in few days Documentation Started Sign Off Done at HO Back office code generated First Trade Done Top 20 A Cs opened 50 business as per PACR shifted 90 business as per PACR Shifted Other Brokers Business Shut down i e 100 brokerage as per PACR shifted This is the initial stage when leads are uploaded or created manually This is the stage where lead is allocated by Telecaller This is the stage where AM confirms the meeting appointment with the lead Leads those are Not Interested Rejected while processing must be moved to this stage Leads for which Deal Done Client Agrees to start business in few days must be moved to this stage Leads for which Documentation have been started should be moved to this stage Leads for which Sign Off Done at HO Back office code generated must be moved to this stage Leads for whom first trade has been done must be moved t
7. details of the lead by clicking on the lead id The user should be allowed to create a new lead if customer shows interest in another product which is different from the previous product interest in the already existing lead 3 The user will not be allowed to make any changes to the lead s unless it is assigned to him 4 The deduping from UCID database will happen as an EOD process for bulk lead upload and for individual leads created The next day the system will show the user a list of all leads uploaded or created the previous day that are already customers of MOSL 5 If the system thinks it has found a customer then the possible UCID of the customer will get displayed with a link The link should be active only if the customer belongs to the same Franchisee Remissier else only the UCID should get displayed The user can click on the UCID and see the details of the customer 6 Ifthe user identifies lead as an Existing Customer and belonging to his own Franchisee Remissier then it will be tagged as a cross selling opportunity For cross sell opportunities the lead will be allowed to move to any stage between CO to C3 However from C3 From stage C3 onwards the lead will follow normal lead management process T If the user identifies lead as an Existing Customer however it is the customer of some other Franchisee Remissier then the process should be stopped there itself i e no cross selling should be permitted and should be re
8. BAG CRM User Manual version 1 0 CRM Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd 18 x GO Tei http 192 168 41 105 1234 frmLogin aspx x Live Search og File Edit View Favorites Tools Help vy Favorites o9 Ag Welcome to adrenalin CRM x R2 A Clam Page Safety Tools ld Customer Relationship Management CRM Usemame 1 1 Passowrd Cancel 7I EC Ra BV TT mw WELT ER 1 Page Table Of Contents I ANGE OCCU ON ioi oeera diesel eh eie vro eene occae tubi E 3 2 Stages of Lead Management ueri eo EE Eee Eoo Eie eu Tubero Ete bee aat dus 4 3 Functionalities of Lead Management ccccccccccsscscssssssssssssssssssssssssssssssssssssssssssssssssssees 5 XI Lead Management 2 2 eH Eee EE IE ed oe sce dee 5 bg H 5 ESL 3borgeee RARE 8 3 4 IVEAM ACIS TCA 9 3 5 PANSIS TING D6308 ier Den iD oi D et tsi 10 3 6 Moving from one stage to other aai rin aeter trs oec ei en esci o oa i erectas 12 S CAN CID Bro ro E 14 3 8 Scheduling and updating Meetings eee Lee eee e eee e eere eee eene eee neos oett et eeee 15 3 9 REDOT M H 16 T BD dupiis Logle uu unn o n HUI I NUI NI EAE 17 2 Page 1 Introduction This CRM application is a user friendly application designed to perform lead management activities view
9. Email ID L Search Lead Z Reporte Address address z Branch Wise f Preference Phone preference phone z User Mose i Mobile mobile Source Wise l ET Sisguia Landline landline z t Ideal Lead Report City city i LBraspect Source Wise User Management L Manags User Role Sadi Users 5 tient Management liiach client Fo Repeats wit lient Resort lt Back At Seach Favorites Bmedia 3 B 5 m E Address E http crm LeadUpload aspx Go Links CERM Welcome Franchisee1 f001 firstname z alternate ernail id Team thoose Role FRBDM EXL Email email x Nature of Occupation nature of occupation Landmark landmark Pincode pincode A Bouni foo A Prefer Time to be contacted Selet oOne H Lead Recieved Select One LJ Copyright 2060 MOSL Ali Rights Reserved Powered By Motilal Oswal Securities Lud Hu Done s Local intranet 5 Page ZA Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd File Edit View Favorites Tools Help Back gt GD T A Reach Favorites Medea C4 B 2 m4 mJ Address amp http form LeadUpload aspx G RM Welcome Franchisee1 f001 i View 5tage Details Branch TestBR Team thoose Role FRBDM EXL Pi tea Management plead Lead 1 WE eo Step 3 Select Records 1 B Liowaidh ted Mobile No Em
10. ail id Occupation Source Remarks ire ence Mi TestLead Mark 8855545615 L Dese wies M TestLead Geff 9744563919 User Wise M test Uead Sheldon 2226071405 j Scurce Wise M TestLe ad Francis 9833000109 puer SPENSI Stages co m Status Opportur ity Gene z i poaa Uns Qeginrt Prospect Source Database i Campaign Name Select j Prospect Source Wise Source Database I Assigned To Test User 0070 Sales person 2 User Management Pr Ospect Source a Add Users Classification 35 elient Management Comments i L Sesreh client Loclient Report Copyright 2608 MOSL All Rights Reserved Powered By Motilal Oswal Securities Ltd hd E Done eu Local intranet E Next is to set value for Stage Status Assigned To Source Prospect Source Campaign Name Prospect Source Details Prospect Source Classification and Comments of the leads marked in check box Stage Status Assigned To Source Prospect Source Prospect Source Details are mandatory fields Campaign name field gets mandatory when Prospect Source is selected as Campaign Prospect Source Details and Prospect Source Classification fields can be used for adding additional information about the Source For e g when multiple databases are uploaded Prospect Source Details and Prospect Source Classification are the fields to enter the database name which differentiate between databases uploaded while generating reports based on Prospect Source
11. details of existing clients and reports related to these activities Below is the view of dash board which displays your name your own branch code your role in the system detailed description of all the stages defined and a summary of leads assigned to you and All grouped stage wise The functionalities access rights may vary based on user roles hence the view for dash board may also vary Franchisee Remissier owners have rights to access whole application A Franchisee Remissier owner can create either admin users or application users in the system Admin Role users have access for Upload Lead Create Lead C1 Stage Report Viewing and editing all leads belonging to the Franchisee Remissier Application User Role users have access for Upload Lead Create Lead edit leads only assigned to them and C1 Stage Report see reports section for detailed explanation on the contents of this report Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd 3 9 JE http 192 168 41 105 1234 Default asp 2 Live Search p File Edit View Favorites Tools Help a gt yy Favorites ggj Ae Welcome to adrenalin Welcome to MOSL x fyc E c me Page gt Safety Toos Welcome Rinkal B Gala 4494 M BAG REMISIER BAG Remisier a S CRM 2aJ i FE Management Source Prospect Source Assigned To a Upload Lead Select Ej setea Select Filter
12. e Report iw Prospect Source Wise Cancel iManage User Role i i i User Management i L Add Users Client Management L Search Client Reports L client Report Copyright 2008 MOSL All Rights Reserved Powered By Motilal Oswal Securities Ltd Zd Booe BE Local intranet Here assigning of leads can be done by selecting the name from the drop down list of Assigned To field Comments are mandatory On click on Assign button leads will be assigned to the selected user 10 Page Each Lead Record has a link which opens a window giving the user detailed information about the lead The user can change the stage and status of the leads from this window and enter other relevant details of the lead like contact information product interested in priority of the lead etc 18 x Favorites Back gt gt amp EK a Qsearch Favorites Meda lt 4 EL SSE S Address http amyiLead ist aspx z a Links Team Choose Role Welcome Franchisee1 f001 Branch TestBR View Stage Details CERM FRBDM EXL Lead Management Upload Lead Pore co CoA c2 C3A C3B c3C CID c4 c5 c6 E lGuarch Lead Selected Stage CO ABO Sh http crm EditLead aspx leadId 12 Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd Branch Wise ET Wire Profile History Activity ey Information Other Contact
13. ghts Reserved Powered By Motilal Oswal Securities Lid a E o ooo f f Milesermt Fields marked with indicates mandatory On successfully saving manually created lead it will be assigned to the respective person mentioned in Assigned To field 8 Page 3 4 Managing Leads Now after lead uploading and lead creation let us go back to our home page where we can view our assigned leads in their respective stages and know its process flow Each section in a grid has a link which takes you to the list of leads in that particular stage E Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd File Edit View Favorites Tools Help daBack gt fx a search G Favorites Qj Media Bh e E 5 a Address amp http corm Default aspx i CLCRM Welcome Franchisee1 f001 Branch TestBR Team x View Stage Details Choose Role FRBDM EXL Lead Management Upload Lead Create Lead Search Lead Eb Reports p ALL 5 0 0 Io e ef l2 Io lo 1 b E Assign To M Branch Wise m Wise i Source Wise Lia Stage Report Ligdeal Lead Report dos cop Source Wise user Management client Management i SSsich Client Reporte Loetiant Report Copyright 2003 MOSL All Rights Reserved Powered SyiMotilal Uswai Securities Ltd Iz javascript __doPostBack ctl00 Body DashBoardControll cvSummary cto2 cto0 E Local intranet ALL rows As we
14. jected automatically 8 The user should be allowed to upload a database already containing the UCID of the customer If such a database is uploaded all records containing a UCID should be automatically be tagged as a cross sell opportunity 17 Page 18 Page
15. las meeting Personal zj Meeting Venue At Cleints Residence poo ee Meeting Subject Form Fill up Meeting Duration o pel Stage Report Ideal Lead Report Comments Proe cask Source Wis S User Management EE i iManage User Role ES caa inAdd Users amp j tlient Management Search Client Reports L Client Report Copynght 2008 MOSL All Rights Reserved Powered By Motilal Oswal Secuntes Ltd E Done fer Local intranet 12 Page The screen shot below is an example of the prompt given by the system when lead was attempted to move from CO stage to C3A stage when Activity Date in Activity tab was not mentioned yor Branch TestBR Please Enter Activity Date gt Activity Ach vity Minen 2 ee ae ee ee Oe Se ee Se ee ee Key norm auon ther Contact irnrormatuuornm Frome niistory Stage ca I Status Appointment fixed s Assigned To Test User f0070 Saler parson S adityDae 5 Meeting vers 7 Mode Meeting Subject CY Meeting Duration opyright 260 MOSL All Rights Reserved Powered By See E TeSys Motilal Oswal Securities Lid 13 Page 3 Search Leads This option is made available to make a search of lead s based on Name Email Address Contact number and Lead Id Lead search can also be made based on pattern matching of Contact number With the help of operator pattern matching can be done If a search has to be made with leads having contact numbe
16. ng logic A Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securi es Lti 7 Fie Edt View Favorites Tools Help Back gt A Seach GaFavorites WMeda 4 B 5 m3 gy Address E http crm CreateLead aspx Go Links Z C RM Welcome Franchisee1 f001 Tenis Detailed Description of Stages Choose Role FRBDM EXL lt Gitas Management iupload Lead a Create Lesd Name insurance z Revenue Expected 25000 amp above L Sgarth Lead Interested In Reports K Branch Wise Source Database E Nature Of Occupation Business E User Wise Prospect Source Database Campaign Select z iw Source Wise Email Preference Phone Mobile ed eres Be i VL OLANDA Alternate Email ID fo Address 7 ey ioa link t Ideal Lead Report road Malad West i 9847562312 MEE PEDSDNRE SOULS eee Landmark D Mart Mobile E User hanagement i oj Landline 28077777 Pincode 400064 Manage User Role Lda Users Stage co Stetus Opportunity Generated f s Prefer Time to be Client Management Assigned To Franchisee1 F001 FRBDM X d after 6 pm gt Search Client State Maharashtra Region West 2 gr Reports City mumbai 5 Other City Loclient Resort Country india 7 Expect Login Date 02 05 2009 Communication Selee H Activity Date mode Lt Venue of meeting E Subject of Meeting Duration a Comments very much interested for Might 2008 MOSL All Ri
17. ngle Meeting C Join Meeting Date Time Future Com Mode Location o2 03 2010 12 00 PM zj Personal Meeting zj Andheri East 15 Page 3 9 Reports These are the types of data reports available in rows and columns format under Lead Management Branch Wise It gives a report of the sum of leads stage wise which is further grouped branch wise e User Wise This report gives lead count in each stage user wise belonging to its branch e Source Wise On selecting the source from drop down list a report will be generated showing the various stages the leads are in for that particular Source e Prospect Source Report On selecting the source from drop down list a report will be generated showing the various stages the leads are in for that particular Prospect Source For every report generated the lead count has a hyper link that provides you details in depth about the leads The details can also be exported to excel or can be printed 16 Page 4 Deduping Logic The deduping will happen on mobile number or telephone number or email id from the existing UCID atabase of Motilal Oswal and the lead management database 2 The deduping from the existing lead management database will happen within the branch level of that particular Exclusive Franchisee Remissier as soon as prospects are uploaded or individually created in the system and will display the lead id if the lead already exists in the system The user will be able to view the
18. o this stage Leads for whom Top 20 A Cs has been opened must be moved to this stage Leads for whom 50 business as per PACR shifted must be moved to this stage Leads for whom 90 business as per PACR shifted must be moved to this stage Leads for whom 100 business as per PACR shifted must be moved to this stage 4 Page 3 Functionalities of Lead Management 3 1 Lead Management This link provides the users the functionality to upload create and search leads The link named reports shows the user the list of some predefined reports available to that user A detailed explanation of the reports available is covered separately below 3 2 Upload Lead Excel file which includes Name and either landline number or mobile number or email address columns should be used for uploading leads in bulk The fields that an excel file can contain in addition to the Name and contact details of the leads can see in the screen shot below However these fields are not mandatory for the leads to get uploaded into the system On attaching the excel file the next screen asks the user to map the column headings of the excel file to the fields in the system See screen shot below File Edit View Favorites Tools Help F Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securities Lte o i iew Stage Details 2 Lead Management L Uplead Lead a Create Lesd Step 2 Select Columns Contact Name Alternate
19. r starting from any particular number series operator is post fixed after the number series E Welcome to MOSL Microsoft Internet Explorer provided by Motilal Oswal Securities Ltd File Edit View Favorites Tools Help d Back gt gt amp A Search XjFavortes Media C4 A 488 i Address amp http ormfActivity aspx pageType Lead ie CERM Welcome Franchisee1 f001 Branch TestBR Team View Stage Details Choose Role FRBDM EXL rLead Management Upload lead i Create Lead i i Gearch Lead Mame CY i Reports Email o SY Branch Wise Phone ps wai Leadi a ma Source Wise HCI Stage Report LOS ON et ID LeadName MobileNo LandLinePhone EmailAddress B pioak y View More 756 Test Lead Francis 9833000105 Prospect Source Wise View More 757 TestLead1 test motilaloswal com ser Management i Manage User Role i i infed Users Client Management Search Client Reporte Latlient Report Copyright 2099 MISL AN Rights Reserved Powered Byilioulal Oswal Securities Lid Iz Done So it d Su Local intranet In the above screen shot you can see that a search has been made using operator for the contact numbers starting from 9833 Search Result is displayed in grid format Each search result record can be viewed in detail by click on View More it will navigate the user to the edit window for that lead 14 Page 3 8 Scheduling and updating Meetings
20. s from their drop down list If the stage is to be completed by some other user then ensure that you also assign the lead to that user There are few mandatory fields related which needs to be filled up before moving further to next stage status If those fields are not filled up the system will prompt you to fill up those fields before it allows you to proceed further to change the stage and status Please ensure all mandatory fields are filled up else the lead will not move to further stage In the below screen a lead belonging to CO stage is attempted to move to C3A stage and status assigned as Appointment fixed which on Save navigates to C3A stage 4 Welcome to MOSL Microsoft Internet Explorer provided by Motilal swa File Edit View Favorites Tools Help w Back fx fat A Search 4 Favorites eMedia ES Eh eb Ea ES a Address E http crmLeadList aspx Go Links 7 e 1 Welcome Franchisee1 f001 Branch TestBR Sign Out C RM d http crm EditLead aspx leadId 757 Microsoft Internet Explorer provided by Motilal Oswal Securities Led Ci Lead Management Upload Lead El Create Lead E E Activity Key Information Other Contact Information Profile History p Search Lead Reports Stage C3A x Status Appoint ent fixed LoBrarch Wise Assigned To Test Userf fO070 Sa zj Activity Date 01 15 2009 j User Wise HEU a
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