User Guide - YearOne PowerLink
Contents
1. oa Jobs Invoices Std Orders Quotes Sales Leads Contacts Tagged List Requisitions Other Test Contact Customer Date Contact Name Details Rep Type Next Date Comp AE ABEL 1907 2007 Louise Wright Received faxed order 1 Yes 3 CE Pf e003 Trevor Trevor rang to check price on ben ADE SALES Yes T PEPPER 2041 2003 Julie Followed up account Julie to cher BAR Debt ol hini RF 2A TNS Harald Harold op hals mill call newt meek ROR Mek ell Double Click on the Contact field for the contact you want to update This will take you directly to the contact history for the customer Add a new entry in the contact history including relevant Details Contact Type and the Next Date for the customer to be contacted Mark the previous contact entry as Complete This removes it from the follow up list as it is no longer Active Following up Contacts using Follow up Report The Contact History and Follow Up Report Reports Customers menu can be used to help follow up customers Select Show Active Only to show all customer contacts which require a follow up that is are still active You can also use Next Contact Date Range and Contact Type Range to produce a more specific follow up report Tagging Contacts for Follow Up You can select to Tag customers who appear on report s and use the Tagged List enquiry in the managers enquiry to save time when following up customers Tags are local to the workstation or session Customers tagged by a user on o2. 1 00 23 COLOR TELEVISION WITH Sales Page The CRM Sales page shows general sales analysis for all customers for the selected sales rep My Monthly Sales A summary of the sales for all customers for the selected sales rep are shown in this gadget Last 12 Mths Jan 12 6709 10 My Sales A register of the sales for all customers for the selected sales rep are shown in this gadget Date Customer Amount Reference Name 07 11 2011 4 070 00 85 Verbal order Abel Sound Systems Pty Ltd 03 11 2011 3 035 01 i P O 7564 Abel Sound Systems Pty Ltd 28 10 2011 6 500 00 CR 03 wrong date DTR Electronics 12 10 2011 1 080 88 P O 1122 The Pepper Mill 01 10 2011 Verbal More Music powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 19 Standing Orders Page Standing Orders A list of all the standing orders for all customers is shown in this gadget Create Standing Order will open the Maintain Standing Order program Sections will summarise standing orders at a section level Standing order frequencies are determined by a section code For example order generated each Monday could have a frequency section code of MON Details will display all lines on a standing order section You would normally use the standard sorting and filtering context menu feature which is common to all gadgets to view the orders that you are interested in That is right click to filter on a code in the Freq column to see only those o
3. 1 09 2007 Richard Neville QUOTE 51 Abel Sound Systems Pty Ltd ADE SENT ITEMS T Email 1109 2007 Richard Neville QUOTE 51 Abel Sound Systems Pky Lid AND SENT ITEMS 75 Mote O 1109 2007 Louise Wright 1 74 Quote 31 08 2007 Abel Sound Systems Pty Lid 1 Quote 47 Quote 31 08 2007 Abel Sound Systems Pty Lid 1 Quote 5 Adding Notes to Contact History Every time a customer makes contact with you you can record details of the contact using a Note Notes can be assigned a Contact Type You can assign a Next Contact Date for follow up You can attach documents and e mails to the Note Notes with document attachments are indicated in the column Edit and Delete Notes Notes can be edited and deleted Print Contact History You can print a list of items shown in the History using the Print tool Import E mail from Outlook E mails received from contacts can be imported into the History using the Import E mail tool You have the choice of importing e mails which are un read read or explicitly saved from Outlook Outlook Express or any MAPI compliant e mail client powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 9 Sort and Filter Contact History A number of tools are available to assist with managing and finding items in the History Using the Show tool you can restrict the History to a certain type Notes or Quotes for example You can Refresh the list to show items added since viewing the History You can also toggl
4. 3 00 CRM User Guide January 2012 V Introduction The PowerLink CRM allows you to keep in contact with your customers and suppliers and better manage customer relationships Features include e Search Search for customers using any standard master file field user define field contact or keyword in contact history notes e Maintain Maintain accounts information customer contact names and details and other information including custom and user defined fields e Contact History Use the contact history features to record details of conversations e mails quotes and other key documents and retrieve and report using this information e Reports and Enquiries Use the extensive reports and enquiries to instantly access useful sales analysis and other information e HTML Editor Use the in built HTML Editor to compose professional looking and personalised e mails faxes and letters to one or more recipients Note Many features in PowerLink are shared in all modules These include dashboard features menu access rights etc If you cannot find details of a feature in this user guide then you should check the Getting Started Guide powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 Quick Start This chapter contains a checklist for setting up the PowerLink CRM Module Refer to later sections in this user guide for more detailed instructions on setting up and using PowerLink Important You should have already installed
5. Additional enquiries can also be selected from the drop down list You can filter enquiries based ona Sales Rep Department Job Costing and Active status You can set an Auto Refresh interval so that the selected enquiry automatically refreshes Enquiry Sort Find and Drill Down The short cut menu allows you to sort by any column powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 11 For example you could sort a sales analysis enquiry by Value or by Quantity to see which products are sold the most by quantity or value Within supported enquiries you can drill down into a customer product or document by double clicking Customer Reports A number of useful customer related reports are available from the Reports Customers menu The Contact Details report is a printed version of information in the Contacts tab The Contact History and Follow Up Report is a printed version of information in the History tab A selection of date based Sales Analysis reports are available Customising Reports and Enquiries New reports can be created and existing reports can be modified using the Reports Designer Customising Reports and Enquiries is discussed in more detail in the Reports Designer course Sending E mails Internet Faxes and Letters E mails can be sent using the Transactions Customers Send E mail program or from the History tab powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 12 Ce New Email E af T
6. PowerLink and completed the Quick Start checklist in the PowerLink Getting Started Guide before you can finish setting up and use the Module 1 Menu Access Rights By default access to programs and reports is restricted Login as SUPERVISOR and select Tools System Menu Access Rights to allow access to programs and reports for individual users 2 Search Access Rights You can search for customers and contacts from the CRM dashboard using the Menu gadget search bar This requires access be given to the BI ENQUIRY SEARCH RESULTS CUSTOMER gadget via the Tools System Menu Access Rights program Menu OE See the Menu Gadget Search Bar section in Getting Started Guide for more details on using this feature 3 Dashboard Gadget Access By default gadgets in CRM dashboard pages are not visible to users You can allow access to gadgets on CRM dashboard pages in Supervisor Mode Refer to the ViewPoint Dashboard section below for more information Ease BOB customer Balances BEE 4 Set Options You must configure the options for CRM before you can start using it This is done in via Setups Customers Customer Options Important settings are discussed below a Mail Server Settings Enter the address of your outgoing mail server eg mail bigpond com au This is necessary so that PowerLink can send emails This should be the same address as your default mail client eg Outlook b Departments You can
7. Template field and press F3 Search and select Template and OK 4 A list of available documents will appear in the template list When a template is selected you will be asked to confirm to read in the template Select Yes to continue Other Documents Templates can also be used for other compatible document types such as Invoices and Standing Orders You can also use other documents quotes as templates Standing Orders Standing Orders allow you to create invoices for goods and services which are supplied at regular intervals to your customers Because invoices created can be held in PowerLink until payment is received from the customer you can avoid cluttering your accounting system with invoices that may never be accepted This is ideal for service agreement processing where the customer renewing is not guaranteed Creating Standing Orders Create a standing order for each support agreement customer Multiple standing orders can be created for each customer if needed 1 Select Transactions Quotes Maintain Standing Orders select the Customer code and click F4 AutoNew 2 On the Customer Details tab provide a meaningful Subject eg Service Agreement and Cust Reference 3 On the Pricing tab select the Frequency Code and press enter Zoom in on the section to add support agreement product code and pricing Frequency Codes You can have as many frquency codes as you wish New codes will be created as needed Co
8. is displayed in the User Defined Fields tab UDF are not displayed by default you must add them using the Setups Customers Setup Custom Customer Fields program when no one else is logged into the company Once added PowerLink will automatically maintain this information so that they can be used by the PowerLink Reports Designer and Solution Builder modules Maintaining Contacts Contacts Tab Contacts or people you have contact with can be entered into PowerLink under the Contacts tab This information can be used when communicating with them PowerLink supports an unlimited number of contacts r gr Fiif 9 Maintain Customers Sele ALS Ale x ES ab e Bl Modify Mode AS Code ABEL e Abel Sound Systems Pty Ltd Details Other Information Motes Custom Helde Contacts History Enquiry Sin Bir amp 98 Ga fF First Name Last Name Tithe Preferred Name Position Email Phone Fax P Richard Neville Richard Production Mana richard yearone cor au 021 9527 9381 021 9525 2511 Robyn Wells Robyn Sales Manager robynt abelsound com au 021 9527 9381 021 9525 2511 Paul Kelly Paul Support Manage paul abelsound com au 021 9527 9381 021 9525 2511 Fam Whelan Pam Accounts Manag pan abelsound com au 021 9527 9361 021 9525 2511 Anny Smith Anny Receptionist amyi abelsound com au 021 9527 9381 02 9525 2511 Maintain Contacts You can add contacts into PowerLink using the Add Contact tool You can delete con
9. manage their own follow ups via the CRM Home page e Create or Modify a Sales Lead Use Sales Leads to track opportunities and include an estimated value close date and probability of success Sales reps can manage their leads via the CRM Home page Sales Leads can be converted to Quotes e Create or Modify a Quote Quotes can hold supplier pricing and product details Zoom in on product lines so you can streamline processing Sales reps can manage their quotes via the CRM Home page e Convert Prospect to Customer When a Prospect record is opened via Customer Maintenance you ll be prompted to convert them to a customer This adds them to the Attache database and retains all notes sales leads and quotes e Process Quote When a Quote is accepted it can create multiple documents Depending on your needs the Process function can be used to generate a customer order supplier purchase orders Job and budget and or Requisition e View Details Search for a customer and view details from the CRM dashboard Information includes company and contact details sales history and any activity which may be of interest powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 e Email Promotion Keep in contact with your customers and prospects by sending newsletters or promotions via bulk email Select recipients manually or based on spending patterns contact details or follow up dates e Print Sales Analysis Report A selection of date
10. reports are available in the Reports Quotes menu A list of standing orders and line details can be printed via the Reports Quotes Standing Orders List menu This report can be customised using the PowerLink Reports Designer You can also create new reports using the Reports Designer module Managers Enquiry A list of standing orders and invoices can be accessed from the Managers Enquiry 1 Select Masterfiles Management Managers Enquiry and click on the Std Orders button 2 The Display Mode settings allow you to see the information required or customise the enquiry screen via Setups System Options Managers Enquiry 3 Drill into standing orders from this screen by double clicking on the appropriate code powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 26 Customer Enquiry A list of standing orders for a customer can be accessed from the Managers Enquiry 1 Select Masterfiles Customers Maintain Customers and go to the Enquiry tab The Customer Standing Orders Enquiry shows all standing orders for the customer 2 Drill into a standing order by double clicking on the code powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 2
11. Customer Order 835 00 2 064 70 Details Page The CRM Details page displays information for the selected customer in separate gadgets Summary A summary of the basic information for the selected customer is show in this gadget Select Edit Customer to edit customer details To update Attach with this information you need to have the Data Transfer enabled See Enable Attach Data Transfer in the Getting Started Guide Select Send Customer Email to send an email to a contact for the selected customer The email program will open at a list of recipients Select the ones you want and press Message and add the message YearOne PowerLink 3 00 CRM User Guide January 2012 17 details Alternatively click on the Email address of the contact you want to send an email to in the Contacts List QJ ABEL Summary merie FVN Bis Edit Customer Send Customer Email IG 4 Name Abel Sound Systems Pty Ltd Phone 02 9527 9381 Fax 02 9525 2511 Address PO Box 4982 SYDNEY 2229 Main Contact Louise Wright Contacts List A list of contacts for the selected customer is shown here Click on the Email address to send an email fr ABEL Contacts List docala TH j Contact Name Phone Email Louise Wright 02 9527 9381 loulse abelsound com Jane Smith 02 9527 9381 jJane abelsound com Tom Johnstone 02 9527 9381 tom abelsound com Activity Recent activity for the selected customer is shown in this gadget A lot of information is held about
12. E 11 powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 lil Enquiry Sort Find and Drill Down Customer Reports Customising Reports and Enquiries sending E mails Internet Faxes and Letters Select Recipients Manually Select Recipients Using Query Select Recipients Using Report E mail Attachment HTML Editor Auto Text HTML Templates Inserting Database Fields Design Code and Preview Modes Update Contact History send an Internet Fax Print a Letter CRM Dashboard CRM Home Page My to Do List My Sales Leads Active Quotes PowerLink Active Orders Details Page Summary Contacts List Sales Page My Monthly Sales My Sales Standing Orders Page Standing Orders Favourites Page Quick Add Add New Advanced Topics Setup Mail Server Setup Departments and Contact Types Setup Internet Faxing powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 Following up Contacts using Managers nou 21 Following up Contacts using Follow Up Report 22 Tagging Contacts for elle Ee EE ER Creating CUSTONT e Ee ER Adding Attache User Defined Fields rrranrrrnnnennnnnnnnnrnanrnnanrrnnnvnnnnnnnnrnnanrnnnnnnnnnnnnnnen 22 Customise Managers Enquiry Tabe 23 Export and E mail Reports and Enquiries annannannannnnnnnnnnnnnnsnrnnnnnrnnnnnnnnrnrrrrnrennnne 23 MOE 23 Create QUE pasdaran 23 Create Invoice from a Quote ee 23 KIEREN EE 24 SHES ge Lae HE ike EE PET EE EE EE E erro 24 powerlink YearOne PowerLink
13. I os KH Lo Gr De i IW Search Mode d L To ABEL Subject Chair special II File springcat pdf U Report II From rmeville yearone com au Mame PR Neville he 1 QA HA 1 lb Hi Paul Take a look at this great designer chair It s only 89 95 But only until July 3 1st I ve also attached is our new spring catalogue which is also full of great of great bargains If vou order early I will grve vou an additional 5 off listed price Cheers Update History Contact Type SALES D Contact again 12 09 2007 g Sales Rep AND el p Mode Email l To send an e mail you need to select a recipient enter a subject and some body text enter your own e mail address and name and press the Send button A confirmation e mail will automatically be sent to your e mail address Select Recipients Manually Recipients can be selected by selecting the To button and manually tagging individually Find a recipient in your Contacts database using the Find tool You can edit the recipients e mail address and contact name directly here You can select all contacts in a specific department using the Tag All tool Recipients can also be cleared in a similar way using the Clear All tool When working with large contact lists the Display Tagged Display All and Print Tagged Recipients tools can be useful You can Refresh the contact list to update it with any contacts added since opening the program Select Recipients U
14. Link 3 00 CRM User Guide January 2012 14 Letters are printed to the default windows printer so you should preview using the Print tool Header and Footers should be removed before printing by modifying the Settings CRM Dashboard Most of the features described in this user guide are accessible from gadgets on the CRM dashboard Q powerlink Start Page ViewPoint CRM Jobs Assemblies CRM gadgets are the same as ViewPoint gadgets in that you can sort filter print email and view the data in various formats For more information see the ViewPoint User Guide some pages and gadgets are filtered using the currently selected customer or sales rep Selected Customer To select a customer type their name or a contact from the company into the menu search bar and press ENTER Select Details highlighted below to populate the gadgets on the page Customer Name Details Contact Bill Rogers Details Contact Joe Harris CRM Home Details di Details Contact Tom Johnstone Selected Sales Rep To select a sales rep choose from the Rep drop down list highlighted below on the main toolbar This should automatically be selected for you when you login If not you will need to assign your sales rep code to your user name in the Dashboard Options also highlighted below Refer to the Getting Started Guide for more information x gi 74 G Rep George Andrews en op Data service active Drill Down and Mouse Over Many gadg
15. YearOne PowerLink 3 00 CRM User Guide January 2012 powerlink Publication Date Product Version January 2012 YearOne PowerLink 3 00 YearOne Software Australia Pty Ltd ACN 011 002 038 ABN 36011002038 147 Ross River Road Mundingburra QLD 4812 Australia Tel 61 7 4759 2111 Fax 61 7 3503 9256 Email info yearone com au Website www yearone com au 2011 YearOne Software Australia Pty Ltd YearOne PowerLink 3 00 CRM User Guide January 2012 Contents Introduction 1 Quick Start 2 Using CRM 3 CRM ee ae 3 Standing Orders VV OR le EE 5 Searching TOF Cuslomers E 6 Maintaining Customer Hecorde A T The Customer Maintenance tom T Maintain Customer Account Details rrrrnrnnnnrennnrrnvnnrrnnnnrrnvnnrennnnrernnrrnnnnrennnn 7 Enable Data Transfer in Attach T POGING PS EE T Adding CUSTOM BE e EE 8 AGING CUSTOM FONTS EE 8 Attach User Defined Fields ss iileuiealtdvetebtactaedeld wie EE Nau 8 Maintaining COMLACTS E 8 el 2 le EE 8 ET ae 1 OG 0 ge 0 EE 8 Add Contacts using Attache Contacts rrarrrnrennnrrnnnrnnnrnnnrnnrnnrnnernnannnnnnnnnnnn 9 COME AS Ee ee 9 Adding Notes to Contact Historie 9 Edit and RIESCH e CT 9 PFINUCOMLAGCL HISTON EE 9 Import E nal from QUIOOK sauser SG 9 Sort and Filter Contact History EE 10 Send E Ee EE le EE 10 Create Sales Lead and Ouotes 10 EE aid 10 REPOTS ANT EMOUINGS EE 10 EUSEBIUS i aeie ste oa a E th gatos cas 10 Managers ENGUIY E
16. all your customers on a single screen ar Manager Enquiry ig j Ed a E b Hit ko q all Sales Reps ES All Job Departments ell Ja auto Refresh Disabled J All Items eil Ze Select Enquiry Manager Enquiry Contacts ri oa Jobs Invoices Std Orders Quotes Sales Leads Contacts Tagged List Requisitions Other Test Contact Customer Date Contact Name Details Rep Type Next Date Comp Klon ABEL 1401 2007 Louise Wright Received faxed order 1 Yes 3 AGE POF fe2003 Trevor Trevor rang to check price on bien ADE GALES Yes T PEPPER 2011 2003 Julie Followed up account Julie to cher BLE Debt o MORE 2011 2003 Harold Harold on hols will call next week BLE Debw ol 16 JOKER 2106 2007 18 ABEL 2806 2007 Richard Meville Mewusletter BUR MEWSLETTEF Yes 19 AGE 2806 2007 Trevor Smith Mewsletter BUR MEWSLETTEF Yes 21 AGE 2806 2007 Trevor Smith Memwsletter AND MEWSLETTEF Yes 23 AGE 2806 2007 Trevor Smith March Mews AND MEWSLETTEF Yes SR AGE 1903 2007 Robyn Wells Re Emailing background brip INBOX Yes 53 AGE 1903 2007 Robyn Wells Re Emailing background bp INBOX Yes 54 AGE 2112005 Robyn Wells Fw harginTot SENT ITEMS Yes 55 AGE 2510 2004 Robyn Wells Fin Aache Prophet INBOX Yes 59 DTR FAT 2007 Joe Smith This is a test ADE bi ABEL HAH UR a Wright Account follow up Debt ol Yes 4 Tabs are dedicated to common types of information including Contact Notes Quotes Sales Leads and more
17. based Sales Analysis reports is available These will optionally tag the customers that appear on the report for inclusion in bulk emails Standing Orders Workflow The Standing Orders module is part of CRM and has its own set of processes The standing orders processing workflow can be accessed by clicking on the Std Orders menu button a He Std Orders Solutions Standing Orders Create Standing Setup Templates Orders Common tasks are displayed as icons in a work flow arrangement The solid arrows show the suggested processing flow Review Standing Orders The dimmed arrows show Print Sta nd ing Orders List When you hover over an icon you ll see help text that explains more about the task Generi proforms When you click an icon it SS launches the relevant program report or dashboard page additional optional but D nonetheless important tasks 9 EN d Special Maintenance Generate ABA file Post invoices to Attache The following tasks are accessible from the STD ORDERS Workflow It is important to know that not all tasks are shown on the workflow Only commonly used tasks are shown e Setup Templates If desired you can create Templates with standardised text and product code selections so your Standing Orders can be quickly created Templates can also be used when creating Quotes e Create Standing Orders Create standing orders for customers who regularly place the sam
18. ch Bar section in Getting Started Guide for more details on using this feature and customising searches The best way to search for a customer or contact is using the Menu Search Bar on the CRM dashboard Enter the search text and press ENTER or the magnifying glass button Cad Menu gt CRM Home Details Customer Search Results for abel Customer Search Results Customer Name Sort Phone Fax Contact Edit Details ABEL Contact Bill Rogers CARINGBA 02 9527 9381 02 9525 2511 Louise Wright Edit Details ABEL Contact Joe Harris CARINGBA 02 9527 9381 02 9525 2511 Louise Wright Edit Details ABEL Contact Tom Johnstone CARINGBA 021 9527 9381 02 9525 2511 Louise Wright Edit Details ABEL Contact Jane Smith CARINGBA 02 9527 9381 02 9525 2511 Louise Wright Edit Details ABEL Contact Louise Wright CARINGBA 02 9527 9381 02 9525 2511 Louise Wright Edit Details ABEL Abel Sound Systems Pty Ltd CARINGBA 02 9527 9381 02 9525 2511 Louise Wright Results 1 6 Results per page 50 100 200 All may be slow Select Edit to open the Customer Maintenance program or Details to view customer details on the CRM dashboard Details page TIP The Quick Find feature is also available in most PowerLink programs and is launched using F2 Find or by clicking on the Search Tool icon magnifying glass This can also be used to search for a customer while in a program Customising Search Results Columns The search results can b
19. create your own names for customer and supplier departments When adding contacts you can assign them to a department which allows you to send group emails to contacts in a particular department eg Accounts c Contact Types You can create your own names for types of contacts When adding contact notes you can assign a contact type which helps you to manage and view contacts easily eg Debt Collection d Documents Folder PowerLink saves all emails attachments and documents The documents folder is usually stored in your Attache company data folder PLINK DOCUMENTS however you may want to store this elsewhere as they can cause backups to increase in size and take longer 5 Linking Sales Reps to User Sales Reps are associated with users within the Dashboard Options refer to the Getting Started Guide for more information powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 2 Dashboard Options l e LI User Settings Advanced Settings Enable Dashboard for each user and associate sales rep and employee codes to allow personalised views User Level Administrator Sales Rep Employee Change Rep Edit Settings Copy Rights From Copy Settings From Klang q LI ADE ADEM SUPERVISOR 1 L E 6 Accessing CRM Features Most CRM features can be accessed from the CRM dashboard the CRM workflow and the menus a CRM Workflow The CRM workflow can be accessed from the Start Page CRM tab The
20. dule you can create a Job or Manufacturing Requisitions for a customer Jobs and Manufacturing Requisitions are discussed in more depth in a separate course Reports and Enquiries Customer Enquiries A number of useful customer related enquiries are available from the Enquiry tab powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 10 OI Maintain Customers a Va 4 S Ka m e A PR Modify Mode 2 Code ABEL vr Abel Sound Systems Pty Ltd Details Other Information Notes Custom Fields Contacts History Enquiry Select Enquiry Product Sales Totals Enquiry Ja Product All Products Since 09 08 2007 Product Description Oty Value AVG Unit Price Hin Unit Price Max Unit Price GD PLAYER WITH REMOTE amp PROGRAhh ll 8645 DU 123 50 123 50 KITCHEN BLENDER 2580 16 234 56 234 56 DISHWASHER PROGRAMMABLE PLUSH BU 2451 00 o17 00 517 DU FULLY AUTOMATIC WASHING MACHINE 1569 00 523 00 523 00 352 fr REFRIGERATO RM26 tr FREEZER 1354 00 1354 00 1354 00 TUMBLE CLOTHES DRYER 235 00 235 00 235 00 Labour charge 220 00 55 00 55 00 Beef Pie 27 60 2 50 2 30 White Loaf 22 50 1 40 1 40 PIECHICK Chicken Die 14 40 2 40 2 40 ROLL Bread Roll 10 50 0 45 0 45 For example you can see which products are popular with your customer and could use this information to promote further sales Managers Enquiry The Managers Enquiry in found in Master Files Management menu and allows you to view information for
21. e type of order or receive services under contract Define Frequency codes e g June Monthly to manage billing e Review Standing Orders See a summary of your standing orders via the CRM dashboard Check the Start Review and Expiry dates and see Hold dates defined on the customer masterfile Filter and sort the data on screen e Print Standing Orders List This report displays product quantity and pricing details for each standing order Select to print based on Customer Code or Frequency range powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 e Generate Proforma Invoices Generate a PowerLink invoice for each standing order based on selected frequencies Review the Invoice List and make any changes required Invoices can be batched for posting to Attache e Generate ABA File If you have a facility to draw direct payments from customers PowerLink can automatically create the ABA file Each standing order will need a Payment line with bank account details zoom in to add e Post Invoices to Attache Multiple invoices can be posted in a single batch You can hold invoices from being included in the batch e g if a customer s direct payment failed After posting print the Batch Reconciliation report e Special Maintenance You can make changes to multiple standing orders at a time This program allows you to modify order lines and copy or delete order sections Searching for Customers See the Menu Gadget Sear
22. e between displaying Active or All items in the History The Advanced Filter Sort tool allows you to customise the History view For example you can sort and filter on the information displayed in multiple columns The filter is automatically saved and retained applied when you open the History in future sessions but can be Reset easily You can Find an item by activating the shortcut menu right mouse click in a column You can also quickly Sort a column Send E mail to a Contact You can send an e mail from PowerLink using the New E mail tool or the F7 Message button You can select which contact you want to send the e mail To All contacts are selected by default Attachments can be included with the e mail You can select to update the contact history with a Note when the e mail is sent Composing and Sending E mails are discussed in more depth in a separate chapter You can edit and delete E mail Notes like any other note You can also Open a copy of the original e mail complete with attachments Create Sales Lead and Quotes You can create a Sales Lead or Quote to track opportunities with your customers A Sales Lead is useful in distinguishing an unqualified prospect from an qualified prospect Sales Leads can be converted to a Quote Quotes can be converted to Orders or Invoices Sales Leads Quotes and Invoices are discussed in more depth in a separate course Create Jobs If you have the Job Costing or Manufacturing mo
23. e customised using the Report Designer Copy the BI ENQUIRY SEARCH RESULTS CUSTOMER gadget and add any additional fields columns that you want to see powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 Customising Search Fields Results Context You can modify the scope of the search by modifying the SQL of the BI ENQUIRY SEARCH RESULTS CUSTOMER report Creating Custom Search You can also create your own custom search gadgets using the ViewPoint module which may be better than customising the existing search results as a custom gadget will not affect other users With ViewPoint you can also design a dashboard to house your custom search gadget and add more gadgets See the ViewPoint User Guide for more details Maintaining Customer Records The Customer Maintenance Form You can maintain master file details for a customer using the Masterfiles Customers Maintain Customers program OI Maintain Customers Modify Mode ve Code ABEL e Abel Sound Systems Pty Ltd Details Other Information Notes Custom Fields Contacts History Enquiry Mame Abel Sound Systems Pkw Lid Street Business Number POBox 4951 Suburb Comment SYDNEY Never pay on time Maintain Customer Account Details You can maintain details about your customers including primary accounts details which normally are maintained in your accounting system under the Details tab The Data Transfer must be enabled to be able to change deta
24. each customer so to make this easier to manage you can filter the information by selecting one of the tool bar buttons History shows notes tasks and emails Opportunities show sales leads and quotes Jobs show jobs and manufacturing requisitions Orders show orders and standing orders Unposted show PowerLink invoices and orders which have not been posted to Attache Unposted invoices can be posted using the Transactions Customers Post Invoices to Attach program Sales show invoices and credit notes which have been processed in Attache For each selected you can show Active if applicable or All items Type Att Date Contact Name Email 10 11 2011 Louise Wright Note 7 11 2011 Louise Note 1 11 2011 Gall Bill to see if Saturday 19 11 11 Email 25 10 2011 Bill Rogers Job 50005 Stora ge sie TOM ss powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 18 Gales Recent processed sales for the selected customer is shown in this gadget Detailed shows line by line product details of each sale Consolidated shows sales consolidated by product For each selection you can choose a time period or 1 Month 3 Months 6 Months or All sales Show Sales Detailed Consolidated For Last BR Month Ef Months a months Lan a Date Loc Product Description Oty Doc No 07 11 2011 I CD PLAYER WITH REMOTE amp PROGRAMMING 3 00 07 11 2011 VW 23 COLOR TELEVISION WITH 5 OG 03 11 2011 VHS VIDEO WITH PRE
25. ect the Frequency Codes results appear in a window on the screen 4 Select Print Report to see details of standing orders to be generated Select Edit Standing Order to edit a standard order in the list The Standing Orders Processing List can also be reprinted from this screen 6 When satisfied with the standing orders to be processed Press F9 Generate to generate PowerLink invoices Customer Range Generate Customer Std Order Freg Code Total Attache KFI File MORE 4 SED 711 48 m Ce PowerLink Invoices NEW 14 SEP 726 00 PEPPER 15 SEP Tes 24 Invoice Date 30 09 2005 Ignore Zero Oty Invoice Message Annual maintenance agreement Frequency Codes SEP p powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 25 7 The Invoice List tab shows details of the invoices generated From this screen you can print individual invoices or all edit or hold invoices print the billing report and post invoices to your accounting system 8 Invoices would normally be held until payment is received from the customer then posted to your accounting system at that time Holding Standing Orders Sometimes you may need to exclude a standing order from the generation process This is done via the customer master file 1 Select Masterfiles Customers Maintain Customers and select the Customer code 2 Go to the Other Information tab and select to Hold Standing Orders and specify the Until date 3 Standing orders placed on hold
26. ent directly like a word processor Source Code mode allows you to edit the HTML source code directly Preview mode allows you to see how the HTML document will look when viewed in a browser or in a recipients mail client This mode is best for testing hyperlinks and database fields When multiple recipients are selected you can also use the Document Record Navigator to move between recipient documents Maximised mode allows you to view more of your document while editing or previewing This is a toggle tool so you would also use it to restore normal mode Update Contact History You can automatically create a contact history Note by selecting Update History You can assign a Type and a Sales Rep Code New Contact Types can be added by entering it is the existing list You can also enter a date to contact the customer again If no date is entered then the note is automatically marked as complete i e No follow up necessary Send an Internet Fax Internet faxes can be sent using the Transactions Customers Send Fax program or by using the F12 Mode button Internet faxes can be sent in the same way an e mail is sent except that the Alternate Email Fax address is used Registering with a compatible Internet Fax Service Provider is discussed in more depth in a separate chapter Print a Letter Letters can be printed using the Transactions Customers Send Letter program or by using the F12 Mode button powerlink YearOne Power
27. ets allow drill down into the job master file customer master file or have other mouse events enabled These drill down fields are identified by a dotted blue line in the gadget powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 15 fr PowerLink Active Orders W Geert nk We Attache F 4 Customer Drder Details Value 1 Blenders 836 00 Whitegoods 2 064 70 The function for most drill down fields is obvious and will not rate a mention in the gadget help Only special drill down fields will be documented CRM Home Page The CRM Home page contains gadgets which provide information about things you need to do today Information available includes outstanding tasks quotes sales leads and orders My to Do List The To Do List shows active tasks for the selected sales rep You can add notes and reminders by entering details and pressing the Add button highlighted below 3 My To Do List Ga Mead FT al January 2012 February 2012 D gt M TW TFS 5 M TW T F 5 1 2 3 45 6 7 I 2 3 4 8 9 101112 13 14 5 6 7 8 91011 15 16 17 18 19 20 21 12 13 14 15 16 17 18 22 23 24 25 26 27 78 19 20 21 22 23 24 25 29 30 31 26 27 28 29 Type here to add a note task or reminder No Date Today This W Next W 4 p Customer Details Due Contact Date Rep ABEL Job 30001 Pool filter 26 10 11 Jane Smith 25 10 2011 BAR EWH Mailing cha 2194 83 90 1 27 10 11 Donna 20 10 2011 BAR CHANCE Email credit appl
28. ication to Debbie 29 10 11 Debbie Jones 29 10 2011 CAR My Sales Leads Active Sales leads for the selected sales rep are shown in this gadget powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 k My Sales Leads 4 role D pg Est Close 18 07 201 15 08 201 18 08 201 20 11 2011 30 11 201 30 11 201 Est Value 9 500 00 20 000 00 Details Appliances bulk Large stock order Possibly ordering 10 blenders Blenders Stock order Blenders possible order Customer HOMEBR 1 000 00 2 000 00 8 000 00 1 000 00 Active Quotes Active quotes for the selected sales rep are shown in this gadget You can choose to display quotes in Attache or PowerLink depending on which system you use to track quotes Job Costing users usually use PowerLink quotes i PowerLink Active Quotes iss PowerLink ve Attache bh j Customer Quote Details Value Expires ABEL L Volume price on CD players 2 750 00 04 10 2011 NEW 54 Newmarket Traders 60 50 30 10 2011 LANE 24 Replacement computer 1 861 00 29 11 2011 ACE 25 Computer 1 925 00 02 12 2011 DTR 59 Audio Visual 3 181 20 03 12 2011 powerlink PowerLink Active Orders Active orders for the selected sales rep are shown in this gadget Orders in PowerLink or Attache can be selected depending on which you use rd PowerLink Active Orders ola Jet PT PowerLink WE Attache F Details Blenders Whitegoods
29. ils Non accounts information can also be maintained such as Notes and Other Information by selecting the appropriate tab Enable Data Transfer in Attache Data Transfer can be enabled in Attach under the Tool Company PowerLink Data Transfer You can automatically start Data Transfer for a particular user in Attach using the File Set Up and Delete Users program Adding a Prospect You can add someone as a prospect into PowerLink rather than adding them as a customer if you do not want them to appear in the accounting system under the Other Information tab powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 Adding Custom Fields You can add up to two pages of additional information about each customer These pages are displayed after the Notes tab You can have Text Boxes Drop Down Lists or Check Boxes to render this information Fields can be added using the Setups Customers Setup Custom Customer Fields program and is discussed in a separate chapter Adding Custom Forms With the Solution Builder module you can add an unlimited number of additional forms for about each customer These pages are displayed by pressing the F11 Forms button Forms can be added using the Setups Solution Builder Forms Designer program Refer to the Solution Builder training course for more information Attache User Defined Fields Attache User Defined Fields UDF can also be displayed for each customer This information
30. most common programs and dashboard pages are arranged as a work flow menu showing a suggested processing sequence b CRM Dashboard Many features are accessible from the CRM dashboard You can search for a customer and display details and activity c Masterfiles Customers Maintain Customers You can enter the name phone number email address and department for each contact from the Contacts tab You can add notes emails quotes and view history from the History tab You can select from a list of standard sales related enquiries from the Enquiry tab 7 Customised CRM Solutions You can create your CRM solution comprising customised dashboards reports tables and forms using other PowerLink modules available separately These tools are available from the Solutions workflow tab on the Start Page a Report Designer Design reports using the Report Designer Setups Custom Reports Custom Reports Designer b ViewPoint You can also create dashboards gadgets using the Report Designer and then add them to a dashboard using the ViewPoint Template Designer c Solution Builder Create your own data entry forms and tables to store additional data using Solution Builder Setups Solution Builder Form Designer Using CRM CRM Workflow The CRM workflow can be accessed by clicking on the CRM menu button on the Start Page powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 3 CRM Common tasks are displayed as ico
31. ne PC will not interfere with customers tagged by a user on another PC This makes tags useful when performing individual follow ups Customers can be Tagged and Un tagged manually using the F12 Tag Un Tag button within the Customer Maintenance program Creating Custom Fields You can add additional master file fields which can be edited in the Customer Maintenance program using Setups Customers Setup Custom Customer Fields Use F7 Add Field to add new fields Give fields names with no spaces and staring with z Eg ZCustomerSince Use F8 Update Data to permanently update the database You must have exclusive access to the database Adding Attache User Defined Fields You can add Attache User Defined Fields UDF to a tab in the Customer Maintenance program using Setups Customers Setup Custom Customer Fields for enquiry purposes you cannot modify Attache UDFs Select the Attache Fields tab and use F12 IMport to add new fields Field names are automatically assigned using the format ZFLX lt fieldtype gt lt fieldnumbers gt eg ZFLXDESCRIPTION1 ZFLXDATE1 ZFLXYESNOZ2 etc powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 22 Use F8 Update Data to permanently update the database You must have exclusive access to the database Customise Managers Enquiry Tabs The tab names in the Managers Enquiry can be changed in the System Options Setups System menu You can also change which enquiries a
32. ns in a work flow Assemblies CRM BE Add Notes and Create Prospect EE i A r AS Email Promotion y D Y Print Sales arrangement Analysis Report The solid arrows show the e suggested processing flow Print Follow Up Report Create or Modify p E When you hover over an icon l Sales Lead you ll see help text that explains more about the task Sr Create or modify a quote The dimmed arrows show additional optional but nonetheless important tasks When you click an icon it launches the relevant program report or dashboard page og Convert Prospect to Customer _ gt 8 Process Quote jp View Details The following tasks are accessible from the CRM Workflow It is important to know that not all tasks are shown on the workflow Only commonly used tasks are shown e Create Prospect Prospect records help you keep track of pre sales discussions and marketing promotions Prospects are similar to Customers but are not added to the Attache database so they can be easily deleted if needed e Add Notes and Reminders Keep detailed records of interactions with your customers and prospects To create a reminder specify a Next Date for the note Notes can be added via your To Do List or via the customer prospect record e Print Follow Up Report This report allows monitoring of follow up tasks for multiple sales reps and it can also tag customers for bulk emails Sales reps can
33. nsider codes carefully based on your needs For example MON TUE etc for weekly powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 24 orders JAN FEB etc for monthly services JANO1 JANO2 etc for annual orders renewed on a specific day and so on 4 On the Contact History tab you can enter information relating to fee changes etc These records are also visible on the contact history tab of the customer masterfile 5 Press F9 Save and exit 9 Create or Modify Standing Order E Ei MLE Ne ell a A Modify Mode O Ze Customer MORE g More Music Number 4 E p Server Maintenance Agreement Customer Details Parameters Pricing History Notes Custom Fields emm i Maintenance SUN Pool Maintenance honthly Service 12 00 55 D 59 29 711 48 O 9 Create or Modify Standing Order HL gt AAXE ASt Modify Mode amp MORE el 3 More Music l Humber 4 FIP Server Maintenance Agreement Customer Details Parameters Pricing History Notes Custom Fields Fun Ho Section Section Title 1 Maintenance Margin 646 0 64 65 711 40 SEP Generating Invoices from Standing Orders Generate standing orders based on frequency codes 1 Select Transactions Quotes Generate Standing Orders and select to generate PowerLink Invoices 2 Specify an Invoice Date if other than system date and Invoice Message eg coverage period that will appear on all invoices generated Sel
34. rders See Standing Orders section for more information about creating and generating standing orders ti Standing Orders merkes ca C r Create Stding Order Show Sections Details E Order Cust Reference Freq Total ex GP Starts Rewiew Date Expires Hold 10 ABEL Bakery Order MON 69 60 71 09 27 10 2004 01 11 2011 Y 10 ABEL Bakery Order WED 50 40 71 09 27 10 2004 01 11 2011 Y 10 ABEL Bakery Order FRI 56 40 71 09 27 10 2004 01 11 2011 Y S OTR Bakery Order MON 210 00 53 85 01 12 2007 01 12 2011 Favourites Page The Favourites page can be used to add any gadget content that you want See the Favourite Gadgets section in Getting Started Guide for more details on using this feature Quick Add Add New The Quick Add button is not a dashboard page but a quick access menu for adding new CRM documents and items Add New Customer Q Add New Prospect mg Sales Lead Quote Standing Order Email Note Job powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 20 Advanced Topics Setup Mail Server Mail Server options can be changed in the Customer Options Setups Customers menu Options You can specify the Address Port User Name and Password of your SMTP mail server in the Mail Server Address The default Address is mail If you enter demo as the Address then e mails will not be sent and no error messages will be displayed This feature is useful for training or demonstra
35. re displayed in a tab or add up to three additional enquiries on spare tabs provided Export and E mail Reports and Enquiries You can e mail any report using the Report Short Cut menu right mouse click Reports are automatically saved as PDF and added as an e mail attachment You can also export reports to MS Word or MS Excel using the Report Short Cut menu You can copy and paste on screen enquiries to other Windows applications Control A will select all rows and columns Control C will copy the selection Control V will paste the selection Quotes Quotes do not have to be complex as they are in Job Costing where the quote comprises many sections and job budget information is embedded in the quote They can also be simple single section documents like those used in Attache This section shows how to use simple quotes and how they can be converted to orders and invoices Create Quote To create a simple quote 1 Select via Transactions Quotes Maintain Quotes Simple 2 Select a Customer or prospect Select a quote Number or use F4 AutoNew to create a new quote using the next quote number 3 Select Pricing You can Zoom In and Zoom Out of each section and enter lines on the quote with appropriate quantity and price You can zoom in further to enter supplier and cost details for sundry lines 4 Create or Modify Quote EE E EFE FEND E A EFFE A Modify Mode ig ZG Customer OTR p DTR Elect
36. ronics Number 14 Double Car Garage Customer Details Parameters Pricing History Cover Letter Motes Recommended Pricing Page 4 Building Ian STEEL 20 00 400 00 440 00 48800 00 L ih BUILD Builder 120 00 45 00 49 50 45940 00 L SUN OOD 20 00 50 00 55 00 1100 00 L SUN PLSUB Crane Hire 2 00 500 00 550 00 1100 00 L Create Invoice from a Quote You can generate an invoice from a quote powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 23 1 Open the quote via Transactions Quotes Maintain Quotes Simple 2 Select lines on the quote to be included in the invoice either manually using the Inv check box or automatically by using the Tag Lines visible on Parameters and Pricing pages Select F7 Process 4 Select Generate PowerLink Invoice and press OK Quote Templates Quote templates allow you to create quotes for common sales in a very short time Once the quote template is setup you simply copy it to create a new quote To create a template 1 Select Setups Quoting Setup Templates 2 Select a template Number or use F4 AutoNew to create a new template using the next template number 3 Select Pricing and enter the lines as you would a normal quote To create a quote from a template 1 Select via Transactions Quotes Maintain Quotes Simple 2 Select a Customer or prospect Select a quote Number or use F4 AutoNew to create a new quote using the next quote number Select the
37. sing Query Recipients can be automatically selected using a query You can create queries and save them to use in the future When executing a query you can append to the existing tagged recipients or clear existing tagged contacts Select Recipients Using Report Recipients can be automatically selected using a report E mail Attachment You can attach documents and files to an e mail using the Attach File button powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 13 HTML Editor The built in HTML Editor allows you to create professional looking e mails The editor has the ability to modify font style size bold underline italics etc and apply justification You can create numbered and outline lists You can insert images hyperlinks horizontal lines and tables AutoText You can save signatures and other common phrases and chunks of text using the AutoText tool HTML Templates HTML templates can be saved and re used at a later date For example you may send an e mail using a specific format for a specific purpose Inserting Database Fields You can insert database fields to show information which may change regularly or to quickly personalise an e mail Database fields can be used with e mail templates Design Code and Preview Modes You can switch the HTML Editor between Design Source Code Preview and Maximised modes using the designated tools Design mode is the default mode You can edit your docum
38. tacts from PowerLink using the Delete Contact tool powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 8 You can edit contacts in PowerLink using the Edit Contact tool Easy to remember department names can be assigned via the Setups Customers Options program You can use an Auto Dialler to make calls to a contact by selecting the Phone or Mobile Phone number and pressing the Auto Dialler tool You can use the Zoom In and Zoom Out tools to view all details for the selected contact Add Contacts using Attache Contacts If you use Attache Contacts you can import contacts using the tool provided If you select an Attache Contact and use the Edit Contact tool Attache Contacts will open automatically so that you can edit the contact You cannot edit an Attache contact directly in PowerLink Contact History Details of dealings with customers can be recorded and viewed under the History tab Items shown include E mails Notes Sales Leads Quotes Invoices Jobs and more r Cl aal 43 9 Maintain Customers Sez EN a ve oa Ka i Ke A RA Modify Mode d Code ABEL Abel Sound Systems Pty Ltd Details Other Information Notes Custom Fields Contacts History Enquiry New Note LISS DX cca E Import Email Show Custom D 2 Hal V Active 988 Advanced Filter Sott Type Date Contact Name Details Rep Contact Type R A P Email S 09 2007 H Neville Test AND SENT ITEMS fo Email
39. tions If you use the mail server of your ISP PowerLink can limit the number of messages broadcast at a single time using the Maximum Number of Recipients property to reduce the risk of valid e mail being recognised as SPAM Connect Timeout is the time before PowerLink aborts attempting to send mail if it has not received a response from the server If you have trouble sending e mail sending e mail you should check that these settings are the same as those in the e mail client eg Outlook Express on your local workstation Setup Departments and Contact Types Departments and Contact Types can be maintained in the Customer Options Setups Customers menu Options While Contact Types can also be added as required you can password protect the ability to add them Setup Internet Faxing You can use an Internet Fax Service to send faxes from PowerLink A tool is also provided which can be used to create Internet fax e mail addresses which are compatible with many providers This can be launched via Tools Customers Create Fax Email Addresses Following up Contacts using Managers Enquiry The Managers Enquiry is a powerful tool for assisting staff on follow ups You can view active contacts for all customers on a single screen and sort them in the next contact date sequence powerlink YearOne PowerLink 3 00 CRM User Guide January 2012 21 OI Manager Enquiry E BK Et Alitens OE Select Enquiry Manager Enquiry Contacts
40. will be excluded from the generation process until the specified date has passed Delete an Invoice If an invoice in no longer required eg service agreement renewal is declined the relevant documents are easily deleted 1 Select Transactions Quotes Generate Standing Orders and go to the Invoice List 2 Highlight the relevant invoice and press the Delete Invoice button Delete a Standing Order If a customer wants to cancel their standing order you can delete their standing order so they don t receive further invoices 1 Select Transactions Quotes Maintain Standing Orders and select the Customer code and standing order code 2 Pressing the F6 Delete function key Generating Automatic Payments PowerLink allows you to draw on customer bank accounts automatically and is a good option if the majority of income is derived this way 1 Enter payment lines on each standing order Select PMT line type and F11 Zoom In and enter the payment details The Direct Entry flag and Lodgement Ref fields must be selected for automatic payments to occur Generate invoices using Transactions Payroll Timesheet Billing Generate payments file using Transactions Quotes Generate Direct Payments Select the Transfer Bank Account and F9 Generate to process 4 Send the file to the bank using the software provided by the bank Note You will need a special facility with the bank including a new bank user ID Reports Various
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