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QAD Customer Relationship Management User Guide

1. Tabs A Main Menu Hi IC Sales Management Annee E E EE DE PPP E EF Activities zn amp Opportunities RUNS 6551 78126 0x00000000002433f 1 t F d Qa Addere 1506000 19 s RUYS 6551 78127 0x0000000000343403 RU Gta 17777777 19 06 1992 RECORD FOR STAND RUYS 6551 78134 0xD000000000a4346a RUN g val 0100000105 10 1993 05 10 1993 test RUYS 6560 61000 0x0000000000d4b880 Rus m My Settings 1004000 20 10 1993 20 10 1993 Worldwide Supply RUYS 6560 61000 0x0000000000347c0a RUY amp G Products 11001000 15 02 1994 15 02 1994 Gateway Reliable RUNS 6560 61001 0x0000000000d4b8a0 RUY Reports 1001000 02 03 1994 02 03 1994 Westwood Reliable RUYS 6560 61001 0x0000000000347c2a 18 12 2007 USD RUY Marketing Managemello100000102 03 1994 02 03 1994 test RUYS 6560 61002 0x0000000000347c4a 18 12 2007 USD RUV Ej Customer Service n1n0000102 03 1994 02 03 1994 test RUYS 6560 61002 0x0000000000247c61 18 12 2007 USD RUY Tools and Utities 1001000 02 03 1994 02 03 1994 Reliable Central Purchasing RUYS 6560 61001 0x0000000000d4b amp cO 18 12 2007 USD RUY E E Settings 1009000 04 03 1994 04 03 1994 EnviroCar RUYS 6560 61002 0x0000000000347c amp b 18 12 2007 USD RUY EE Remote Sales Data S 1001000 04 03 1994 04 03 1994 Reliable Center RUNS 6560 61003 0x000000000047c81 18 12 2007 USD RUY fi Ca Data Management 1001000 07 03 1994 Reliable Center RUYS 6551 78139 0x0000000000343521 09 12 2007 USD RUN E DAD ERP Integration
2. 80 Maintaining Opportunity Lines 86 Managing Role Players 88 Filtering Opportunities 92 FAQAD vi User Guide QAD Customer Relationship Management Chapter 7 Working with Profiles and Contacts 93 OVERVIEW ei Peg eU UR a RR RUCR RU dca sen edd se aetna nas 94 Searching Profiles and Contacts 94 Searching Profiles and Contacts Using Keyboard Inputs 97 Working with Profiles 97 Adding Profiles oie asked ea ded toe ne as 99 Maintaining Profiles 100 Attaching Profiles to Nodes 110 Sending Profiles to Campaign 111 Copying Address Label to Clipboard 112 Viewing Reports u 282 a2 en a En da 112 Sending to QADERP 112 Viewing the Customer Console 113 Filtering Profile Records 113 Maintaining Profile Relationships 116 Maintaining Hierarchies 117 Working with Contacts 118 Maintaining Contact Details 120 A
3. 21 Working with Data 21 Common Buttons in Data Screens 22 Common Icons 26 Look up Tables and Data Validation 27 Using Common Functions 27 Send Letter 212 od oed Re bep in at 27 Send an E mail 29 Make a Note een 29 Add an Activity u eek dee e as 31 Adda Profile 31 Log a Support Call este a 32 Using Help ost rore Do ee nimes entierement 33 Users User Groups and Teams 33 Changing Your Password 34 Chapter3 Defining Preferences and Settings 35 Setting General Preferences 36 Defining Appearance Settings 43 Tab Control sr ee Ans 44 Command Bars 45 Task Panel ick ahnen 45 Report Control e u 2820818 IEEE TR es pute 46 Sh rte t Bar ido etes v edes ve op agus ee 47 Shortcut Caption 47 POPUPS 2 os essen 48 Maintaining Personal Details 49 Chapter 4 Using Tools and Utilities 53 OVEIVIEW dE 54 FAQAD
4. 211 Chapter 16 Managing Customer Service Calls 213 DUCI APUD 214 Prerequisites 54e update du Dead ewan dea E PRA 215 Maintaining Service Call Status 215 Viewing Customer Service Calls 216 Defining Call Details 218 Filtering Calls scsi seen 223 Chapter 17 Managing Service Contracts and Quotes 225 OVEIVIEW ose e Rien medo Pa hig ds ek le neh ch 226 Maintaining Service Contract Quotes 226 Maintaining Service Contracts 231 Chapter 18 Working with the Installed Base 233 Overview us eee eg BAe EPS SR Er ee NE 234 Maintaining Your Installed Base 234 Chapter 19 Managing Service Queues 239 Maintaining Service Queues 240 Chapter 20 Maintaining CSRS 243 OV LVI W Sasse Reese eh eee hacks 244 Defining a CSR i eicere ed dre een ken hr 244 Chapter 21 Defining Customer Service Settings 249 OVEIVICW EET 250 Defining Call Settings 250 Defining Service Contract Settings 252 Glossary ics bles tus ERR nr 255 ix FAQAD x User Guide QAD Customer Relationship Management MOAD About Thi
5. Fig 7 2 Leeren JT OS Profile and Contact Select Contact X Search You can enter character combinations as shown in the following table Table 7 2 Option Keyboard Input Required Keyboard Inputs for Searching Select Profile Enter one of the following and press Tab key Profiles and Contacts e lt profile name gt lt comma gt lt post code gt e lt profile name gt e lt comma gt lt post code gt Select Contact Enter one of the following and press Tab key e lt forename gt lt comma gt lt last name gt e lt forename gt e lt comma gt lt last name gt Working with Profiles Choose Main MenulSales Marketing Management Addresses All Profiles to open the All Profiles screen This screen has three parts the top half contains the profile and contact browsers while the bottom half displays profile record details The profile browser displays the list of profile records in the database while the bottom half opens the selected record in edit mode If you select multiple profile records from the browser you can view details for the last selected record The contact browser displays the contact details for the selected profile record You can right click this area and add edit copy or delete contact details FAQAD 98 User Guide QAD Customer Relationship Management Fig 7 3 All Profiles FAQAD Profile Browser All Profiles 50000114 50000115 50000116 104862 D a a g 2 H 8 fi
6. r Sample Visual theme Animation DI Office XP C Office 2000 3 Office 2003 3 Native win XP 3 Whidbey 1 3 Default Random 3 Unfold 5 Slide amp Fade 3 None Task Panel Use Task Panel to control the appearance and behavior of task panels Use the Sample section as a visual guide of how task panels will appear when your selections are applied Fig 3 11 Appearance Settings E2 Lj Task Panel Tab Control Commandbars j Report Control Shortcut Bar Shortcut Caption Task panel preferences 7232 Sample Task panel settings Visual theme Native win XP Animation Yes Animation ares Behaviour Explorer ev Layout Images with text Hot track style Item Behaviour 6 Explorer List FAQAD 46 User Guide QAD Customer Relationship Management Fig 3 12 Report Control FAQAD Visual Theme Select a visual theme for the bars Animation Specify an animation style for hiding and revealing the task panels when the Hide Reveal control is used Yes Hiding or revealing tasks is performed using animation No Hiding or revealing tasks is performed without animation System The settings of the user s system determine the animation behavior Behavior Select a behavior for the task panel Layout Select a layout for the images and text for the task pane Hot Track Style Select a hot track style to indicate the mouse cursor position Report Contr
7. Show Me Displays the total number of profile and contact records that comply with the specified selection and filtering criteria Use the displayed values to either narrow or expand your selected criteria to target the identified market segment more efficiently After defining your criteria click OK to build your target list The Target browser is populated with the search results Queues 239 Service Settings 249 212 User Guide QAD Customer Relationship Management MOAD ll Status 215 Viewing ce Calls 216 Defining Call 218 Filtering 214 User Guide QAD Customer Relationship Management MOAD Overview The optional Customer Service module in QAD CRM provides features designed to administer service functions Typically service and support activity is managed through customer service calls The Call Management module provides mechanisms for managing customer service call activity A service call may mean a phone call from a customer a service visit a call by a field technician or any other contact with a customer or potential customer A customer service call is contact that generates a service response even a brief response to a customer s question The call describes the service situation and call management provides processes and tools for managing the service contact For example for each service contact you can record various details such as the product item product warranty details or a
8. 2 Right click the VAT browser and choose Add from the menu Note This menu also contains options for maintaining VAT codes El Details Attached Products VAT Code Description Percentage 00 00 Valid from 13 Jan 2005 Thu Valid to 7 zi VAT Code Enter a VAT code Description Enter a brief description of the VAT code Percentage Optionally enter the percentage of the product price represented by this VAT code Valid from Enter a date on which the VAT code becomes effective Valid to Enter a date on which the VAT code becomes invalid 145 142 User Guide QAD Customer Relationship Management Fig 10 1 Customer Console Search MOAD Overview The Customer Console provides an all round view of a customer record as it displays combined data from both the QAD ERP application and the CRM system Use the customer console to get a comprehensive analysis for the selected customer records Working with the Customer Console The Customer Console module lets you search for customer records from the QAD ERP application database The Customer Console main screen provides a search facility based on varied criteria When you run a search the screen acts as a viewer that receives information from the QAD ERP application database and lists records that match your search criteria Customer Console Search Criteria To start a search choose Main Menu Customer Console The system performs the se
9. Product Detail Product ID Description Warehouse Detail Warehouse Code Location Stock Qty Allocated Qty on Hand Warehouse Code Enter a code to identify where the stock of the product 1s stored Location Enter a location for the warehouse Quantity Allocated Enter the quantity of products allocated for distribution In the Qty on Hand field enter the total number of products in the warehouse Quantity on Hand Enter the quantity of the selected product in the warehouse User Defined Fields Use the User Defined Fields tab to capture other types of product related information from the system database as defined by your organization s marketing requirements For details on user defined fields refer to the Administration Guide QAD Customer Relationship Management FAQAD 138 User Guide QAD Customer Relationship Management Fig 9 3 Product Line Details MOAD Maintaining Product Lines A product line is a user defined category that groups products that are similar For example you can create an Audio Video product line to group individual products such as audio and video cassettes compact disks digital video disks and so on Use the Product Line Details screen to maintain information relating to a specific product line Use the Products tab to maintain the products associated with the product line You also can define details for individual products for details see Maintaining P
10. Progress 4GL A powerful high level Fourth Generation development language to create mission critical applications to meet business needs Q T Team Group of users with similar job profiles such as Sales and Marketing A user can belong to multiple teams Territory Geographic locations or certain industries for which account managers operate U User Defined Frames Screens that display data in table fields that users specify through the user defined field module User Group A group of users with similar field level permissions for accessing data V Value Added Tax VAT A tax on the final consumption of goods and services that 1s collected at every stage of production Glossary 257 W Wizards Wizards that assist users to perform various tasks in modules A Wizard screen includes various pages to perform a step by step procedure X MOAD 258 User Guide QAD Customer Relationship Management MOAD Symbols p programs 55 w programs 55 A activities adding 65 associations checking 70 modifying settings for 62 preferences 63 processing 68 recurrences 73 types 63 views 61 activity settings preferences 42 62 analysis script 178 appearance settings 43 clearing 36 command bars 45 popup control 48 reports 46 shortcut bar 47 shortcut caption 47 tab controls 44 task panels 45 audit records 223 B bars command 45 base installed 234 base currency 130 browser reports 156 creatin
11. 1 Click the Windows Close button on the top right corner of the system screen The system shutdown window displays Select Close Log off or Restart from the drop down Note After you log off this command changes to Login This lets you log in as another user without closing the system interface Fig 2 2 x Log Off Screen FAQAD CRM What do you want the QAD CRM to do Close QAD CRM IV Remember settings Select the Remember settings check box if you want the system to remember your last used settings menu shortcuts for example at next login Click OK Using the User Interface This section describes how to use the user interface Screen Layout The system has a user friendly interface that includes the following components Application menu bar Application toolbar QAD CRM menu QAD CRM bars FAQAD 20 User Guide QAD Customer Relationship Management Fig 2 3 Main Screen FAQAD Workspace Tabs Pop ups Application Menu Bar Application Toolbar QAD CRM Menu QAD CRM Bar File Edit View GoTo Tools Common Help Back gt P Forward Send Letter Ei Send an Email Make a Note Add an Activity gb Add a Profile Log a Support Call 4 sort FlRecord Count Send to Campaign IM Paste Special E add 4 Edit Copy F Delete _ Refresh i Show Colum User demo Opportunities Workspace X Search Filter No Filter
12. 170 Adding Questions to Scripts 171 Attaching Scripts to Targets 175 Processing Scripts 0 2 senken nn kann 176 Analyzing Script Responses 178 Section 3 Marketing Management 181 Chapter 14 Maintaining Marketing Campaigns 183 REIN PR CERTE 184 Understanding Marketing Campaigns 184 Planning Marketing Campaigns 185 Adding Campaign Templates 189 Copying Campaigns and Templates 189 Processing Marketing Campaigns 189 Adding Campaign Stages 191 Adding Stage Activities 192 Managing Media Sources 199 Filtering Campaign Records 201 Chapter 15 Maintaining Contact Mailing Preferences 203 OVERVIEW aa a a Sonatas en quad de Gone Rae aed 204 Contact Mailing Preferences Workflow 204 Defining an Inclusion List 205 Defining an Exclusion List 207 Building a Target List Using Search Criteria 208 FAQAD Contents Section 4 Customer Service
13. Freeform Query Select the Freeform Query check box on this tab to enable the Field Condition and value drop down lists This tab lets you add up to five freeform query conditions based on which the system filters the records for display Analysis Codes Use this tab to define a filter based on analysis groups or analysis codes Select the relevant radio button and then use the look ups provided to enter the required details Permission This tab displays the default viewing permissions You can change the default and make the new filter visible to others as well Choose specific teams and their members who can have access to this filter You can also block access for certain users Note Enter an asterisk in the Enter Teams Who Can Share This Filter field to allow viewing access to all teams MOAD 116 User Guide QAD Customer Relationship Management Fig 7 10 Profile Relationships FAQAD Sort Use this tab to sort the displayed records based on varied criteria in ascending or descending order Select the desired criteria from the drop down lists provided You can specify up to three sort conditions Maintaining Profile Relationships Use the Profile Relationships sub module to represent the relationships among profiles in an organizational hierarchy For example a holding company may have many companies under it One of these companies may own a group of other companies It is useful to record organizational
14. Script activity54443 Script I Drukkerij Van Breda I show 20 Jul 2008 Sun 15 13 Telephone activity61965 Telephone R Lync Information U show 20 Jul 2008 Sun 15 13 Letter activity62217 Letter U Royal Haskoning X show Note Tasks and calendar are not displayed in the All view Modifying Activity Settings Default activity settings are defined by your system administrator at the time of product installation However you can modify the default settings through My Settings Preferences in the QAD CRM menu Select the Activity Settings tab in the My Preferences window Through this tab you can Select a default template for your e mails Set calendar views and working hours Select time formats Set working days Choose a visual theme for your calendar Note The settings that you save here override those set by the system administrator MOAD Working with Activities and Tasks 63 l Fig 5 3 aixi My Preferences General Email Profile Find Cursor Report Settings Regional Settings Activity Settings Use following default Email Activity template Template name le Select the default view you want to see when viewing your Activites Week Calendar work week I sum M Mon M Tu Wed W Thu Fri Sat Set your working hours Start time 0800 40 Endtimerfig00 O Ha Other settings First day of week Monday z Duration 30 Minutes IV Show week numbers in the date
15. When you choose Activities from the application menu the Activities calendar displays in the left portion of the workspace This calendar display is defined by the view you select A monthly calendar and the tasks area appear to the right of the main calendar display The dates on which some activities have been planned show up in boldface on the monthly calendar You can navigate to the previous or the next month s display through the available arrows You can also select whether you want to display your own activities or those of others in your team Monday January 14 Thursday January 17 12 08am Tele 1 26am Email activity53231 4 43am SQ Email activity151860 5 09am Script activity164233 12 15am X Script activity 7140 10 19am Telephone activity312302 12 16pm Telephone activity316501 10 05pm Email activity282301 Working with Activities and Tasks 4 January 2008 MIWIFPFSS 1123456 27 8 9 10111213 14 151617181920 21 22 23 24 25 26 27 28 29 30 31 March 2008 MTWTFSS 12 Friday January 18 12 00am Telephone activity8999 12 29am JP Script activity23989 3 35am Email activity117389 3 41am 35 Telephone activity120810 8 46am Letter activity213557 9 37am 25s Letter activity220680 12 06pm April 15 2010 2 26pm ddd 4 11pm Letter activity259484 12 23am Telephone activity20734 2 16am Letter activity81435 10 30pm Script activity283471 Wedrfesday January 16 1
16. 2 AB140273 AB090666 AB135279 AB066969 Market Services Marketing Services BI 0201 ABI Int ExH wp 5T05 B 0703 Contact Browser Segmentation Contact details Profile Name o A Design Type Customer 2 Flame r Michael Wardle Address 4 Langley Grove 2 Life time rating 2 Positions BINGLEY West Yorkshire Industry 2 Direct R es a SIC Code 2 Mobile E mE n D ma EE TelNo1 amp Company size Email dote e Employees gt 97 102 Sep 2003 T x Email Id wardle legend co uk e Last Contacted E704 Sep ue Group D Notes Web Address 9 kor i Sub Group gt Alloc Ext AC Mar f 2 p Region f Alloc Int A C Mar 8 egi d Source Marketing Services Alias Name a Cust No feoooois N Ektablished date f 09 Jun 2005 Thu m Profile ID AB141353 There are multiple ways to edit a profile record Select the record and do one of the following Click the Edit button on the toolbar Right click and choose Edit Choose Edit from the File menu Profile Record Details Note Similar options are available for Add and Delete To view the list of profile records where the names start with a specific letter or character click the appropriate letter or select the character from the drop down list before the alphabet buttons To view the list of all contact persons click the All button after the alphabet buttons Note You
17. 7 15 Contact Filter FAQAD Filtering Contacts As in the case of profiles after sustained use the system contains an extensive database of contact records In such conditions the filtering feature of the system helps you manage these records in the best manner by letting you create filters according to your requirement For more details on using filters see Filtering Profile Records on page 113 The Contact Filter screen gives you the option to define filters at the profile level for selected segments EIE Fiter name Created By User ID Default Fier Personal Create Date Record ID a demo emo No Yes 04 01 2008 RUY dem RUYS 6577 1401 0x000000 Test Filter ABC demo demo No Yes 14 01 2008 RUYS 6587 36243 0x00000C Details Further Details Freeform Query Analysis Codes Profile Details Profile Further Details Profile Analysis c 4 gt Fiter Filter name AI Filter I Default Filter Contact Last Name First Name a P Show As Department 2 Postin S B Mail Group lo oL moz 2 gm da wx Printing Mail Labels You can print mail labels directly from the Contact Persons screen Select the contact records from the browser right click and choose Print Mail Labels The Mailing Label Settings window displays Working with Profiles and Contacts 127 Fig 7 16 zaxi Mailing Label SH Settings Label Size
18. Cost Enter the cost of the media source being used for the campaign Scanned image file Attach a scanned image file of the media campaign if available Text Enter freeform text related to the media campaign here This is typically used for magazine and newspaper campaigns Maintaining Marketing Campaigns 201 Fig 14 21 Pe Issue Details Details Year EC Issue no fo Months may Cost 200 EUR Scanned image fes amp l Text key Sec MES VX 0 Filtering Campaign Records As in the case of most data based screens after sustained use the system contains an extensive database of campaign records In such conditions the filtering feature of the system helps you manage these records in the best manner by letting you create filters according to your requirement The Campaign Filter screen lets you define filters for viewing campaign records For more details on using filters see Filtermg Profile Records on page 113 Fig 14 22 _ 2151 x Campaign Filter Fiter name Created By User 10 Defaut Fiter Personal Create Date Record 1D Default demo demo No 31 01 2008 14 88 Details Freeform Query Permission Sort Name Filter name Default Default Filter ist Campaigns where I am the coordinator based on Role Players pate Range Ignore C Planned Actual FF Campaigns that start 14 Jan 2005 Fi z I Campaigns that end 14 Jan 2005 Fri z C
19. J Start date 01 Feb 2008 Fri End date 31 Jan 2009 Sat x Pricing information Unit price 0 00 Quantity 0 0 Discount 0 00 Net price 0 00 Exchange Rate 1 0 Extended price 0 00 Biling information Bill frequency MO Cancellation date Auto renew Select End User Enter an end user associated with the product for the contract line if required Product ID Enter the ID of the product for this contract line to be covered by this contract if required 2 Managing Service Contracts and Quotes 231 Enter pricing information for the contract line as required Unit Price Enter the unit price Quantity Enter the number of products included on this contract line Discount Enter any discount offered on service coverage for this product Net Price Displays the unit price of one month s coverage for this product or fixed additional charge Net price is derived by subtracting the discount percentage entered from the unit price Exchange Rate Enter the exchange rate Extended Price Displays the extended price This is calculated by multiplying the net price by the quantity and bill frequency Enter billing information as required for the contract line item Bill Frequency Enter the billing frequency for this line item Auto renew Select this option to have the billing renew automatically for the contract line Maintaining Service Contracts Service contracts like war
20. These can be compared with the actual start and end dates after the campaign is over Cost and budget Enter the campaign costs under different heads here including total budget allocated total campaign cost and the revenue expected out ofthe entire campaign Remarks Enter additional details like the list of places where the campaign will be held when is a special event associated with the campaign expected to happen who will be the attendees for the planned event and so on Stage The Stage tab lets you perform the same functions as the Campaign Processing sub module For more details see Processing Marketing Campaigns Cost You can compute campaign costs attach an invoice file and perform a cost analysis for the entire campaign through the Cost Details screen This tab also lets you choose whether you want to capture cost details for the whole campaign or create a stage or task based cost breakdown MOAD 188 User Guide QAD Customer Relationship Management MOAD Role Players You can use this tab to manage the three types of role players that can be associated with a campaign The available role player types are User Team and External referring to distributors or partners who are participating in the campaign The Role Players tab lets you decide the access rights to a campaign If you want everyone to have access to the campaign details select the Anyone radio button However if you want only the
21. Working with Activities and Tasks 67 Fig 5 6 ipi x Select Associates acte opes SE Search Contact name Condition begins Value Search Now Clear Extended ud ataron otrora nare r eroto adres res prospec arie acres adres GE First Impression Services BY 5 Mahmood Media Nieuwe Stijl AS Crocker Plasterers Limi PCBS De Driemaster Celtech Estates Limited Achmea Infra Soil BY Goois Natuurreservaat Transtorage Backx Kaspers Transport Gert Dijkhorst Financiele Di Yan der Valk Hotel Spier Dear Sir Madam 306 Brompton Park Crescent Dear Sir Madam 2 Melland Street Dear Sir Madam Heysham Industrial Estate 4 Postbus 88 Westplein 2b Spinozalaan 175 Middleton Road Heysham Prof J H Bavincklaan 5 Bobinestraat 37444 Postbus 1001 Windmolen 37352 Westhavenweg 100 Sportlaan 7 Oude Postweg 8 La Selected Associates An Appointment type activity also has a section named Other Attendees In this section you can record the details of the users and contacts who may participate in the meeting for which you are setting up an appointment Users refers to internal contacts or salespersons within the organization Contacts are external contacts or customers who are invited for the meeting Fi Appointment Details 7 Accept P Tentative M Decline E Send Appointment Notification Details Further Details History Fig 5 7 Appointment Details Other Attendees O
22. each record as required Note Only a system administrator can create user defined frames and fields through Main Menu Settings System User Defined Fields For details see Administration Guide QAD Customer Relationship Management Attachment The Attachment tab lets you attach a document from your hard disk to the system Right click and select Attach Document from Hard Disk from the menu to attach a document of your choice You can also choose the display view of the attachments by selecting from the options available in the right click menu Working with Profiles and Contacts 109 You can also detach open or view the properties of a selected attachment Right click and choose the required option from the menu Note In order to share documents from the Attachment tab and view them successfully make sure that the documents are attached from a shared network drive that 1s accessible to all users in a team or business unit If any user attaches a document from their local hard drive to QAD CRM through the Attachment tab it will not be accessible to others Script Use this tab to add new scripts and process or delete existing ones You can also replace script codes or other columns that display here When you right click and select Add from the menu the Script Details window displays Choose the contact and the script code you want to attach to the selected contact with the help of the look up provided When you choose to proce
23. new report category Similar options are available for editing and deleting categories 1f you right click any existing category name Note Though you can delete Standard Reports this option is not recommended Using Standard Reports The current version of the system includes eight standard reports in predefined formats that cannot be modified The standard reports are Activity Summary Report Using Reports History Report nstalled Base Report Opportunity Report by Sales Rep Planned Activity Report Profile Summary Report Synchronization Status Report User Summary Report The names of these reports indicate the nature and scope of the data they extract While all the standard reports display in the Crystal Reports format by default the Installed Base Report displays in the Microsoft Excel format For more details on exporting report data see Managing Output Channels on page 159 In the Reports screen the status of standard reports in the QAD CRM Generated column always shows as No Filtering Standard Reports The system lets you define filters for viewing standard reports The filter criteria work in two ways For some reports the filter criteria can be defined from the report viewer itself for others it appears before the actual report is displayed The filter criteria can be defined from the report viewer directly by clicking the Filter button This option works for the following reports
24. 04am JP Email activity42442 1 54am Script activity68643 2 24am Telephone activity293462 4 09am Telephone activity136216 5 14am 35 Telephone activity166510 6 06am Email activity183823 7 05am 304 Telephone activity196820 7 27am Script activity305422 9 24am P Email activity310073 9 40am_Telephone activity221092 Activities Calen You can view activity records in five different views The views available are MTWTFSS 18 19 20 21 22 23 24 25 26 27 28 29 7 8 9 10111219 February 2008 b 123 Monthly Calendar 45678910 1112 1314 15 16 17 April 2008 MTWTFSS 123456 3456709 HOIL1213141516 14 15 16 17 18 1920 217181920212223 21 22 23 24 25 26 27 124226272090 1282930 1 2 3 4 1 c Subject Due Date Start Date ese T7 Task activity30 deme T Task activity72 demc T Taskactivtyt7 demc T Task activity30 deme T Task activity30 deme Saturday January 19 7 kr Herd 11 530m Script adivtyo5 ID Task activity30 demc EE T Task activity30 deme 3 33am Telephone activity 15869 Ea Feat Se 4i0lam Script activity4495 Il E Options e Sunday January 20 List Activities of 11 53pm Script activity4495 Myself 1 40am 2 Script activity60498 Created by me 1 41am f Email activty60754 My team members C My team 2 37am Script activity92735 dar Week View Tasks Area Day Displays activities scheduled
25. Activity Summary Report History Report Planned Activity Report Synchronization Status Report User Summary Report After defining the filter settings click View Report to display the report according to your specifications Use the Filter button to adjust the display area for the actual report 153 FAQAD 154 User Guide QAD Customer Relationship Management The Filter button does not appear on the toolbar for those reports where the selection criteria are defined before the report display When you run these reports from the Reports screen a filter settings window displays where you define the selection criteria This option works for the following reports Profile Summary Report Opportunity Report by Sales Rep nstalled Base Report Fig 11 5 Profile Summary Report Filter Fr E gt Heise eo bere ee pares oy Por ase Selection QAD ERP Options Options Tv Profile Details IV Opportunities IV User Defined Fields IV Opportunity Lines FN Contacts IV Sales Analysis IV Addresses IV Relationships Planned Activities Campaign F History IV Analysis Codes Cal Lat 5 M Installed Base IV Activity Summary IV Contracts M Calls Report name None x Save settings ve bs el If your QAD CRM system is integrated with the QAD ERP application the Profile Summary Report filter settings window displays an additional filter called QAD ERP options As for standard reports you can sim
26. Answers tab For details see Possible Answers on page 173 Free Format Ifthe data type ofthe question is Character select this option to indicate that the question can be free format Range Allowed If the data type of the question 1s Decimal or Date select this option to indicate that the question can include a range of values Response Format Not currently used Multi Choice Allowed If the data type of the question is Character select this option to indicate that multiple choice is allowed for the question Estimated Time Not currently used Lookup Name Enter a program name Use this field to identify a program to execute when running the script Weight Contribution Not currently used Update Base Table Select this option if an answer to this question needs to update a base table in QAD CRM You also can provide the file location and field name and whether the update should be appended Possible Answers Use the Possible Answers tab to provide text and format for possible answers to questions Each different answer data type character decimal date logical and radio button has different response types Note After completing the fields on the Question Details tab you must save your changes before clicking the Possible Answers tab MOAD 174 User Guide QAD Customer Relationship Management Fig 13 4 Possible Answers Tab Table 13 1 Answer Data Type Fields FAQAD Question Details
27. Fig 7 4 Profile Add Wizard FAQAD PA Profile Add Wizard iix Profile Add Wizard Address Details Segmentation Text Profile Name Type A Details E Further Details Exin zl Life time rating 2 Contacts Industry 2 Addresses s Sic code D Analysis Codes z e User Defined Fields Ten ef o amp Company size 2 p Employees Email Id jt m Group Web Address 9 Alias Name E EC Region Cust No exon Source Profile ID vd ODD Insert Spelling and Grammar Established Date 21 Jan 2006 Sal Bv xQ Note If QAD ERP integration is enabled when you add a new profile the system prompts you to save the new profile record in the QAD ERP application as well If you choose Yes then the new profile record is updated in QAD ERP You can also access the Profile Add Wizard if you right click the All Profiles browser and choose Add from the menu Otherwise click the Add button on the toolbar or choose Add from the File menu to add a new profile record You can also add profiles by uploading records from an external source using the Generic Data Import tool In such a scenario profile information may be supplied as a database list from a list supplier For details see Administration Guide QAD Customer Relationship Management Maintaining Profiles Use the Profile Details screen to maintain information related to a specific profile Click the Profile drop down b
28. Gap between Labels Width pro inches Horizontal 0 313 Height 0 500 inches Page Margins Top 0 500 inches 0 500 ir inches Right E 281 inches Printing Direction Number of Labels Across Then Down Across Page 4 C Down Then Across Down Page 20 Number of Labels to Print C Transfer first 5 All Records Choose the mailing label type from the drop down list The label dimensions and page margins are hard coded and change depending on the label type you choose Select the printing direction of the label and the number of labels to print and save the record This creates an output file in Crystal Reports with proper mailing label format Select the appropriate paper size and click the Print button to print the mailing labels Sending Contacts to Campaigns As with profile records details of contact records can also be sent directly to marketing campaigns from this module For more details see Sending Profiles to Campaign on page 111 When you have successfully sent contacts to a campaign the system displays a confirmation message View the Campaign tab of the selected contacts on the Contact Persons screen to see the associated campaigns and their stages listed there FAQAD 128 User Guide QAD Customer Relationship Management MOAD 131 130 User Guide QAD Customer Relationship Management MOAD Overview Today business organizations often handle i
29. Kennedy Haywards Limited H show 20 Jul 2008 Sun 14 08 Letter activity28722 Letter O David McLean Design K show 20 Jul 2008 Sun 13 39 Appointment activity13566 Appointment Y K amp M McLoughlin Decorators I show 20 Jul 2008 Sun 13 39 Appointment activity13566 Appointment Y K amp M McLoughlin Decorators I show 20 Jul 2008 Sun 17 28 Letter activity2564 Letter IEMC H show 20 Jul 2008 Sun 14 11 Appointment activity30828 Appointment P Kenned se Limited H show 20 Jul Sun 13 39 Appointment activit 6 Appointment x s Ww 20 Jul Sun 17 42 Script activity10261 Script 20 Jul 2008 Sun 13 24 Appointment activity5010 Appointment H Weldmarc U show 20 Jul 2008 Sun 13 26 Letter activity6328 Letter N Lake Associates H show 20 Jul 2008 Sun 13 41 Script activity14964 Script I Beaufort Construction A show 20 Jul 2008 Sun 13 52 Email activity20130 Email A Rowsley Holdings Limited Z show 20 Jul 2008 Sun 13 56 Letter activity22080 Letter W Andre Group Sportwear P show 20 Jul 2008 Sun 14 11 Appointment activity30828 Appointment P Kennedy Haywards Limited H show 20 Jul 2008 Sun 14 14 Telephone activity32113 Telephone H show 20 Jul 2008 Sun 14 20 Telephone activity35322 Telephone O Transfreight Express Limited Z show 20 Jul 2008 Sun 14 21 Script activity35763 Script F Apartments in Oxford F show 20 Jul 2008 Sun 14 32 Script activity41760 Script K T show 20 Jul 2008 Sun 14 39 Email activity45499 Email L RSSB British Isles Q show 20 Jul 2008 Sun 15 00
30. Management Fig 21 3 Service Contract Settings FAQAD E mail on priority change Enter an e mail template to use when a call s priority rating is changed E mail on status change Enter an e mail template to use when a call s status is changed If the status of a call has a subsequent status you can also use a template to indicate when the call s status is changed to this subsequent status Specify other preferences as required Default Call Status for New Call Select a default status for new customer service calls recorded in the system Defining Service Contract Settings Use the Service Contract Settings screen to define how the system handles service contracts For example you can specify under which circumstances service contracts are recorded as well as define prefix and billing frequency settings For information about defining service contracts see Maintaining Service Contracts on page 231 1 Choose Customer Service Customer Service Settings 2 Click Service Contract Settings in the blue Settings area The Service Contract Settings screen displays Service Contract Settings Do not allow entry of Contract in the System If Installed Base record is not available Settings x Call Settings Others Quote Prefix Contract Prefix Billing frequency pe If Installed Base Record Is Not Available Select this option to prevent the service contract from being entered
31. Relationship Management 240 User Guide QAD Customer Relationship Management Fig 19 1 Service Queues Details FAQAD Maintaining Service Queues Call management uses service queues to categorize calls and assign them to service personnel Each service organization must set up these queues based on business requirements Use the Service Queues Details screen to maintain service queues in your system You can define as many service queues as required to fulfill the requirements of your customer service operation You can define the owner of the service queue specify contact information and assign teams and individual CSRs to the queue Only users belonging to an assigned team or those assigned individually can access the calls for that queue If a queue is not assigned to a team or individual then it is available to all users and any user can select calls from any queue for processing 1 Choose Customer Service Service Queues The Service Queues browser displays the service queues currently defined in the system 2 Right click the Service Queues browser and choose Add from the menu Note This menu also contains options for deleting and editing existing queues Details Queue code f Owner m TA 2 Email address Description Attached CSR s Team s Team s CSR s Queue Code Enter a unique code to identify the service queue Owner Enter the owner of the service queue Th
32. Template name SR Save merged document as MAgsdsamiv _Build7DOCUMENTIRUY S DOC Signed by demo 5 Create History Record w Sst i SsSsSOSSOSCSCSCSstststs CsC SSS Reference Outcame Notes an E Follow Up Activity Export Header and Data y X 7 Go to the Details tab to select the profile contact and letter template Indicate if you want to create a history record by selecting the Create History Record check box You can also specify a follow up activity associated with the letter you are sending For example once you send the letter to a contact you may want to make a telephone call to confirm the receipt In this case you can specify a follow up activity for making a phone call The Options tab displays target related statistics You can specify the sending criteria and other related details based on the displayed statistics Note Letters created through the Send Letter option are generated by the system immediately However letters created through the Activity module are generated only when they are processed depending on their scheduled dates For more details see Managing Activities on page 63 Using the Send a Letter facility you can create Microsoft Word documents doc files based on templates You can select templates available through the Template Manager in the system or located elsewhere on your local or networked computer Te
33. Time ofa regular working day Other Settings Specify other settings as required First Day of Week Select the day that a week should begin with Duration Select the granularity to use when viewing a specific day on the calendar For example selecting a duration of 15 minutes means that each hour of the Day view is broken into four 15 minute portions Each portion can be selected individually Show Week Numbers in Date Navigator Select this option to display the week numbers Display Activity Time Select the Digital or Analog option to specify the activity time format Calendar Visual Theme Select a visual theme for the calendar Defining Appearance Settings Use Appearance Settings to control the appearance and behavior of various system features such as command bars and popup windows by using the following tabs Tab Control Command Bars Task Panel Report Control Shortcut Bar Shortcut Caption Pop ups To access the Appearance Settings dialog box click the Appearance Settings button on the General tab of the My Preferences box MOAD 44 User Guide QAD Customer Relationship Management Fig 3 9 Tab Control FAQAD Note To restore your default appearance settings click the Clear Settings button Tab Control Use Tab Control to control the appearance color and style of screen tabs Use the Sample area as a visual guide of how tabs will appear when your selections are applied Appearanc
34. Use the Holidays tab to record vacation information Click the Holidays tab and then right click the Holidays browser Choose Add from the right click menu to display the Non Working Days Details dialog box Enter and save the holiday information as required FAQAD 246 User Guide QAD Customer Relationship Management Fig 20 2 Non Working Days Details Fig 20 3 Preferences FAQAD Non Working Days Details El Details Date From 18 Oct 2007 Thu Date To 18 Oct 2007 Thu Reason User ID JH Sample il ee wi tees Preferences Use the Preferences tab to define the conditions and associated severities that cause e mail to be sent to the CSR E mail templates can be defined according to your organization s requirements For details refer to Administration Guide QAD Customer Relationship Management Details Holidays ig Preferences Available Queues 7 Email on new With severity of mI V Email on note Wihsevertyok lw Email on priority change With severity of v V Email on status change With severity of v Email on when status is changed to x With severity of x V Email on when status is changed to v With severity of vl Select any Preferences options as required and specify a severity Email on New Send e mail to the selected CSR whenever a new call is entered into the system Email on Note Send an e mail to
35. You can add or delete hierarchies or sub hierarchies from the Profile Relationship screen 1 To add a hierarchy or a sub hierarchy select the parent level right click the mouse and select Add Hierarchy or Add Sub Hierarchy A new level is formed Note This menu also contains options for deleting the selected hierarchy level 2 Edit the name of the new hierarchy level as required and press Enter From the list of organization hierarchies listed expand the hierarchy whose details you want to view The hierarchy structure displays To view the profiles belonging to a particular hierarchy or sub hierarchy select the level The list of profiles in the Profile tab refreshes to display the attached profiles FAQAD 118 User Guide QAD Customer Relationship Management MOAD Note Select the Include sub hierarchy check box to view a list of all profiles associated with the selected hierarchy level and its sub hierarchy entries Leave it clear to view profiles of the selected level only 1 To add profiles to a hierarchy level select the level and right click the Profile tab area 2 Select the Attach Profile option The Find Profile Contact dialog box displays Note This menu also contains options for detaching existing profiles 3 In the Find Profile Contact dialog box specify the conditions for searching a profile or select a profile from the list displayed 4 Double click the selected profile to attach it to the relevant o
36. activity you are processing through the Associate It With button that displays the Select Associates screen Checking Activity Associations You can check all the associations of an activity using one the following methods Select an activity right click and choose Edit The Activity Details screen displays in Edit mode Check under the heading Associates to see a list of current associations You can add more associations by clicking the Associate It With button Working with Activities and Tasks 71 Fig 5 10 PA Telephone Details _ View Activity petals Associations Activity Details Screen ELM XS Sie ona rS Tori og Pay Test John Crane for Shippers Issue fg Test John Crane for Shippers Issue E test MFG PRO fF Reliahle Central Purchasinn MES 7PRO F Wieddwide Sin V MER Select an activity right click and choose Associates The system displays all the current associations You can directly click on an association to display its details For example if you click on an associated campaign the Campaign Details screen for that campaign displays MOAD 72 User Guide QAD Customer Relationship Management Fig 5 11 View Activity Associations Activities Calendar 12 31am 1 01am Arrange Almond Hullers Conference 2008 15 Test John Crane for Shippers Issue Test John Crane for Shippers Issue Test John Crane for Shippers Issue test MFG PRO Reliable Central Pu
37. and choosing Edit from the menu Fig 16 2 Call Management Anheuser Busch Company Worldwide Supply Colier Dogoff Colossal Conglomerates Bertha Blaise Problem Description Activity Bottles don t fit attachments supplied Request adapter Use the Problem Description tab to view the text describing the issue for the selected call Use the History tab to view planned activities and history for a call for details see Activity on page 221 FAQAD 218 User Guide QAD Customer Relationship Management MOAD Defining Call Details Use the Call Details dialog box to define a service call This screen controls calls from two primary perspectives Call information Where is a call placed in your support organization Service Queue How is it categorized Problem Description Category Severity When should it be updated Next Status Date and Time Where is the call in relation to the call life cycle Status Is the call related to another call received previously Relationship Engineer assignment Which service engineer should be assigned to work on this call Who is best equipped for the particular problem Note Service calls also can be created at the profile level For details see Calls on page 109 To display the Call Details screen right click the Calls browser in the Call Management workspace and then choose Add Alternatively click the Log a Support Call button on the applicatio
38. and the displayed records It also includes buttons to perform common tasks and functions Drag your mouse across multiple lines of data to select several records at the same time Details of the last record in your selection are displayed in the bottom half of the data screen workspace MOAD 22 User Guide QAD Customer Relationship Management MOAD On all data screens when the Save icon flashes on a tab click Save before you proceed to enter data on any other tab If you do not save data or changes on a tab any data entered subsequently on other tabs does not get saved Common Buttons in Data Screens The following buttons are available from all data screens within the system Search Filter Undo Replace Record Count Add Refresh Report View Edit Show Column Export Delete Sort Save You can access these options by right clicking a data screen Search Lets you search and replace field values for browser records Click this button to open a search toolbar below the QAD CRM toolbar Replace You can also do a conditional search and replace To do so you need to select the Replace If check box and specify a condition Values are replaced only in records that match the condition Refresh Lets you refresh the screen with recent changes that you made to the database Getting Started 23 Show Column Lets you select the column labels you want displayed when you open a particular menu You can use the left and right
39. as Yes Process This option lets you process the activities of selected targets from this module directly For details see Processing Activities on page 68 Build Target List Use this option to create a target list for a campaign from the data available in the system database The Build Target List screen lets you define selection criteria based on which targets are associated with a campaign or its stages You can make your selection based on profile and contact characteristics or according to mailing preferences FAQAD 196 User Guide QAD Customer Relationship Management Fig 14 13 Build Target List Fig 14 14 Build Target List Confirmation Message MOAD 3 Build Target List Advanced Selection Analysis Codes Contact Characterind Mailing Preferences y Click the Show Me button to see a count of the profiles and contacts shortlisted as targets based on your criteria The system displays a confirmation message when the list is created QAD Sales Force Automation and Marketing Automation The Build Target List option is available from both parts of the Campaign Processing screen Apply Exclusion List This option lets you exclude targets from the selected campaign from a particular type of mailing You can apply the exclusion list to the current stage or the entire campaign Maintaining Marketing Campaigns 197 S Fig 14 15 Apply Exclusion List s ia Apply Exclusio
40. box and choose a pricing date for the product or item you are adding Effective Date Choose the date from when the product pricing will be effective for the opportunity record in consideration External Text Enter descriptive text about the product that can be used in quotes or proposals Internal Text Enter comments that you want to share internally within the team or business unit User Defined Fields The User Defined Fields tab displays all the user defined frames and fields set up in the system for opportunity lines You can ask your system administrator to create user defined frames and fields through Settings System User Defined Fields For more details see the Administration Guide QAD Customer Relationship Management Managing Role Players Key persons or role players associated with an opportunity are responsible for making decisions about the opportunity Using the Opportunities module you can maintain details of external and internal role players Working with Opportunities 89 External role players are members of the profile organization that offers the opportunity They can also belong to other profiles For example the profile offering the opportunity can have a partner who plays an important role in the opportunity Internal role players are members of your organization such as sales representatives who are responsible for managing the opportunity Since both internal and external role players consider p
41. click and choose Export Click Export on the toolbar from the report display Fig 11 8 21x Export Wizard Export to Disk File Microsoft Exchange Folder Mail Recipient Fa Description Opens Report in an Application 7215 1 Choose the Export option to open the Export Wizard Use it to export reports to the following output channels Application Disk File FAQAD 160 User Guide QAD Customer Relationship Management MOAD 4 Microsoft Exchange Folder Mail Recipient Printers Select one of these output channels and click the forward navigation arrow to select channel types Click the forward navigation arrow again to select a location where the output file can be saved Click OK to export the selected report to the chosen output channel External applications or channel types that can store reports include Acrobat Format Crystal Reports Internet Explorer HTML or XML Microsoft Excel Microsoft Word Document or Rich Text WordPad Notepad 162 User Guide QAD Customer Relationship Management MOAD Overview The Dashboard module of the QAD Customer Relationship Management CRM system provides an overall view of the progress in various modules such as sales opportunities profiles and activities Using the Dashboard Click Dashboard from the main menu to open the Dashboard screen The default dashboard displays The Dashboard screen can have a maximum of fo
42. for the new contact Activities You can use this tab to view and manage activities associated with the contact You can add edit copy delete or process activities from this tab directly Two views at the bottom of this window let you view both planned activities and activity history You can choose the View Reading Pane option if you want to see the comments recorded with each activity record To access this option either right click the Activity tab area and select from the menu or choose from the Options button Mailing List The Mailing List tab displays the defined Inclusion list in the left side and the defined Exclusion list on the right Those lists that the selected contact is in appear with the check box selected Working with Profiles and Contacts 123 To attach an inclusion or exclusion mail list to a contact select the adjoining check box and click Save Similarly to detach an inclusion or exclusion mail list from a contact clear the adjoining check box and click Save For details about inclusion and exclusion lists as well as defining mailing contact preferences see Chapter 15 Maintaining Contact Mailing Preferences on page 203 Relationships The Relationships tab screen has two parts Relationship with Our Account Managers and Relationship with Other Profiles You can add profile details to any ofthese areas You can also edit copy or delete any of the existing details When you right click
43. for the selected date Week Displays activities scheduled for the entire week including the weekend Work week Displays activities scheduled for the five working days in the selected week Month Displays activities scheduled from the selected date through the remaining month All Displays all activity records irrespective of the day week and month When you display activity records in the All view the system lets you display filtered records You can select the appropriate filter from the Filter drop down list available on the QAD CRM toolbar For more details on using filters see Filtering Profile Records on page 113 In the All view strikethrough format indicates those activities that have already been processed According to the default settings red color indicates overdue activities and blue color is for high priority activities 61 Fig 5 1 Week View in Activities FAQAD 62 User Guide QAD Customer Relationship Management However these settings can be changed from Settings System System Control Activity and Reminder Settings See Administration Guide QAD Customer Relationship Management for details Fig 5 2 All View in Activities Activities SE ist 71377 UN 277 nn 21 Jul TT Mon 13 03 R Appointment activity Appointment 20 Jul 2008 Sun 14 14 Script activity32621 Script R Allen Construction Management Ltd I show 20 Jul 2008 Sun 14 11 Appointment activity30828 Appointment P
44. in the Relationship with Our Account Managers area and select Add from the menu the Internal Associates window displays Click the User ID look up to open the Select Associated ID search window Choose the required name from here You can select between current employees and past employees The two views in the Relationship with Other Profiles area lets you see attached profiles from both the previous company and the currently associated company Campaigns Use this tab to view and edit campaign details related to selected contacts The campaign tab screen has two parts The left side displays the Campaign IDs of the campaigns associated with the selected contacts The right side lists the associated campaigns by stage You can add more targets to the listed campaigns or edit stages for the listed contacts from this tab For more details see Sending Contacts to Campaigns on page 127 Analysis Codes Use the Analysis Codes tab to set codes and groups for the new contact A contact can have multiple analysis codes and analysis groups MOAD 124 User Guide QAD Customer Relationship Management MOAD To add a group select an option from the Select an Analysis Group drop down list and click the Add button next to it This displays the associated codes If you want to select all available groups in the system click the Select All Groups button Select or clear the group code check boxes as required Click the save button to r
45. in various input fields You can access each of these tables using the corresponding Look up button located next to the field The system does limited validation on the data you enter in the input fields Wherever required the system does not let you enter more than a specific number of characters in fields It also checks for duplicate records Mandatory field names appear in red If you leave mandatory fields empty the system displays an error message and does not complete the task you want to perform You can however leave optional fields empty Using Common Functions The QAD CRM interface lets you perform some typical functions across all screens Send Letter Send an Email Make a Note Add an Activity Add a Profile Log a Support Call Send Letter Choose this option to create and send a letter to any selected profile or contact without specifying an activity for it When you click this button the Send Letter window opens FAQAD 28 User Guide QAD Customer Relationship Management Fig 2 8 Send Letter MOAD Note Clicking the Send Letter button works for a single record To use this option for multiple records select the records from the browser and choose Send Letter from the right click menu 2 late y he mail merge 3 Specify the location and name of the document you want to create zi Send Letter to Select Profile Select Contact y Compose Letter using
46. layer of the product Enterprises can add the Marketing Management layer to the base layer depending on evolving business requirements and budget Fig 1 2 Core and Integrated Functions QAD Customer Relationship Management a QAD ERP n 6 Marketing _9 Ss 5 Microsoft Exchange ag m o Server S Data Synchronization 2 E J o 3 o e Crystal Report Generic Data Import Customer Service 7 Sales Management Sales Management is the foundation layer of the system It improves the efficiency of a company s sales force by helping to increase sales closure rates and supporting high quality relationships with customers It helps salespeople focus on turning opportunities into completed sales by providing easy to use tools that help manage all opportunities contacts and sales activities A standardized sales procedure helps sales executives determine quickly if their organization will meet their sales goals Sales Management helps the sales person through the sales cycle automating various day to day sales tasks For example the system can help Manage details of clients and prospects FAQAD 12 User Guide QAD Customer Relationship Management Manage various sales activities like making appointments and pursuing inquiries Explore business opportunities Evaluate competitors and partners Generate sa
47. navigator Display Activity time in Digital C Analog Calendar visual theme office 2003 E The time zone settings given in Preferences are given first preference when time zone is calculated for a particular activity The Preferences button available in the QAD CRM toolbar for this module also lets you set the activity types and completion status of the records you want displayed This button works only with the Day Week Work Week and Month views Fig 5 4 activin Preferences 21xi Activity In the following settings you can select the status and type of activities to be Preferences made visible in the Day Week and Month view of your Diary You can still see all of your activities by clicking on the All button in the Toolbar above 7501 Activity Types M Telephone IV Appointment M Letter IV Email IV Script Completion Status C all C Closed x0 Note The Preferences button is not available for the All view selection Managing Activities An activity for a profile or contact can be recorded from any screen within the system through the Add an Activity button available on the QAD CRM toolbar Activity types include Telephone MOAD 64 User Guide QAD Customer Relationship Management MOAD Appointment Letter E mail Script When you create an activity record it shows up in the workspace calendar on the date it has been planned After creating an activi
48. node2 582 zs R amp B Wonen HEINKENSZ 105630 NLD 4451AE4 4451 AE Customer Enduser Ruys 4822 County IR amp B Wonen HEINKENSZ 105630F NLD 4450AA30 4450 AA Factuuradres Customer Ruys 4822 R amp C Company MD 3 Ruys 4828 State R amp C Electrical En Stoke on Tt Staffordshin ST6 4BL node2 582 pe R amp C Murray ConlFochabers NOR Morayshire IV32 7PL node2 582 Post Code R amp C Scaffolding Exeter DEU Devon EX44JA node2 582t 1 R amp D Constructior Bury St Edn Suffolk IP31 30W node2 582 SET R amp D Electrical Co Elland West YorksiHXS 9DL node2 582 ub R amp D Engineering Wigan Lancashire WN 13H node2 582 R amp D Flooring WICKFORD FR049000 Eng Essex 5511 6YB FLG CONTRACTOR node2 582 Type R amp D Flooring Cor Wickford FRA Essex 5511 8B node2 582 A R amp D Mcbain Cor Faringdon Oxfordshire SN7 755 node2 582 R amp D McBain Con Wantage NOR Oxfordshire OX12 DER node2 582 IR amp D Multiplan Hornchurch Essex RM12 6L3 node2 582 R amp E WEST BROM West Midlan B70 GAY FLG CONTRACTOR node2 582 R amp E Polworth Lir Hornchurch Essex RM11 INK node2 582 z ontact s Profile ID Last Contacted ct Name First Name Middle Name Last Name Position epartment Contact Y pem Profile History Text Y pamm FRITES x E ah wensen gt You can perform a search based on any of the criteria described in the following table Table 7 1 Search Cri
49. or view it later by clicking View Log File from the Import Campaign Targets screen FAQAD 198 User Guide QAD Customer Relationship Management To import external profiles and contacts select the appropriate radio button The Import Campaign Targets screen refreshes to display the Fields Mapping button Click this button to display the Fields Mapping window where you can map field names and labels to ensure that the information from the external file is captured accurately by the system Click Start Import to complete the data transfer and target list creation Fig 14 18 E Fields Mapping LT zx Default Yalues Field Mappings Table Name CE DB Field Label YB FieldName Datatype intial Activity type act_type character Unit ID auth character Campaign ID campaign id character Type camp type character Cleared cleared logical Cleared From cleared from integer Comments comments character Communication method contact_comm_allowed character Email ID contact email id character First name contact fore character Gender contact_gender character min Fu The Import Targets option is available from both parts ofthe Campaign Processing screen Follow Up Activity Choose this option to display the Follow Up Activity screen where you can schedule follow up activities for selected targets You can also delegate targets to alternate account managers from here Fig 14 19 Follow Up Activity zox Select target Delega
50. role players associated with the campaign to have access then select the One ofthe Following Role Player button You can also define access for users and teams through the Allow Access check box in the Internal Role Players window Opportunity Use the Opportunities tab to view and manage opportunities associated with the selected campaign You can add edit copy or delete opportunities from this tab directly Two views at the bottom right corner of this window let you add description and opportunity lines for the selected campaign record Statistics This tab displays the breakdown of targets based on their current stage showing the anticipated targets the total targets the variance and so on Media The Media tab displays only when the media campaign check box is selected from the Details tab Use this tab to add campaign media sources for a selected campaign Maintaining Marketing Campaigns 189 Adding Campaign Templates You can add campaign templates from the Campaigns screen in the same manner in which you add new campaigns In this case right click in the browser area and choose Add Template You can later use these templates as a baseline for new campaigns Copying Campaigns and Templates You can base new campaigns on existing campaigns and templates through the Copy option To copy an existing campaign or template select the record you want to copy from the Campaigns screen right click in the browser area and cho
51. run last Creating Sections and Subsections When a script is created it is given a section by default Sections allow long scripts to be broken into phases or into a series of related questions within a script Sections can in turn have subsections for increased granularity A script can have as many sections or subsections as required Sections and subsections are specific to a script and cannot be shared among scripts Use the Section Details or Subsection Details dialog box to create a section or subsection The dialog box for sections and subsections is identical 1 Do either of the following a To create a section right click the script and choose New Section from the right click menu b To create a subsection right click a section and choose New Subsection from the right click menu Note This menu also contains additional options for working with sections and subsections such as Edit and Delete 2 The Details dialog box displays Section Details Details Script Code JR ej z v l Ses MEe 7x0 Working with Scripts 171 3 Enter a value in the Order field to determine the order of the section or subsection within the script In order to leave room for additional sections it is recommended values be entered in increments of 10 For example if creating a section enter 0 to make this the first section in the script 10 for the next section and so on 4 Enter the title of the section or subse
52. tab the customer console opens with the selected tab highlighted FAQAD 144 User Guide QAD Customer Relationship Management Fig 10 2 Customer Console FAQAD Westwood Reliable E lini E Address details ontact details Account manager details Number 10010001 V Rosetta Stone Name Westwood Retable Name Rosetta Stone Sort names SS Address1 Westwood Shopping Center Address2 77 Sunset trip Address3 Block 8 2 Townjcity Westwood sopauj un ZiplPostcode 69029 Country USA United States of America Tell s f213 923 0293 Comments 29 Jan 2008 T Appointment fo Se Appointment Westwood Reli E all OpenandNotstarted C Closed Options e Planned Activities History The console displays primary customer information in the Main tab at the top left Additional tabs include Comments Invoice Customer and Remit To These additional tabs are visible only if the required information is available from the QAD ERP application The top right of the console displays contact account manager engineer and salesperson details The bottom half of the customer console displays additional tabs Activity Installed Base Sales History Sales Quote Contract Statistic Sales Order Relationship Ship To Invoice Comparative Sale End User Call Account Most of these tabs get their data input from the QAD ERP database However the Activity a
53. that is given to the new line you are adding Product ID Use the lookup to choose the unique product ID for the opportunity line you are adding This is a mandatory field List Price Enter the listed price of the product or item you are adding Quantity Enter the quantity of items for which a request has been received from the customer UOM Refers to unit of measure for a product This is a mandatory field and gets populated automatically when you choose the product ID Transfer Price 1 and 2 These two fields are meant to maintain some pricing information or any integer decimal information related to the opportunity lines FAQAD 88 User Guide QAD Customer Relationship Management MOAD Note The QAD CRM system does not currently use the Transfer Price fields for any calculations They can be treated as spare or user defined fields However note that when an order is converted to installed base the system copies these two field values from the opportunity order line to the relevant installed base record Cost Price Enter the cost price of the product or item you are adding Disc Use the arrow keys to enter a discount percentage if you want to offer some special discount on the product or item you are adding Net Price Enter the net price of the product after the discount has been calculated Site Enter the name of the customer site where the product is likely to be installed Pricing Date Select the check
54. the system sends and receives data from Microsoft Exchange during data synchronization 1 Choose Event Log in the Tools and Utilities module The Event Log displays Event Log m Event viewer Event Source Event Type Event Date Event Time User ID Event ID Event Status Outcome Using Tools and Utilities 55 Right click the Event Viewer to display sort options for events Right click the event browser to access other display or search options Event logs cannot be edited as they are a record of the system Individual event logs can be deleted by choosing Delete from the right click menu To purge the event log choose Clear Log from the right click menu The Outcome area at the bottom of the browser displays the outcome of the selected event and the records created or modified by the event Calculator Use the Calculator feature in the Tools and Utilities module to perform standard arithmetic operations using the Windows calculator For details use the Help menu on the Calculator toolbar Fig 4 2 B Calculator Eo Calculator Edit View Help Backspace CE eJ s JLs JL 2 JLs JL zm E A calculator icon displays near a field on a screen to indicate that the calculator tool is available for that field Run a Program Use Run a Program to execute a specified Progress program for example a program with a w ora p extension You can onl
55. to first record details of the opportunity which include the prospective customer details type and source of opportunity how you position the opportunity and the probability of the opportunity becoming actual business Recording such details helps you evaluate the importance of an opportunity and of following it up Following Up Opportunities Following up an opportunity means performing activities in an effort to convert a business opportunity to a business deal These follow up activities can include attending to inquiries from prospective customers demonstrating or informing them about various offers products or services and asking them questions about their specific requirements Working with Opportunities 79 based on which you can formulate and inform them about the best deal for them The aim of follow up activities is to generate interest in prospective customers about your offerings Ifthe follow up activities related to a business opportunity succeed the next stage of opportunity management follows If follow up activities fail to generate enough interest in prospective customers the business opportunity can be considered as lost or dead Thus it is important to record the response from prospective customers to identify and focus activities for good business opportunities Sending Quotes and Negotiating Deals If prospective customers are interested in your offerings they ask for associated quotes and terms This stage
56. y 2 x The nodes who are receiving all the Profile s are not being displayed 7127 Available Nodes Attached Nodes Available Nodes E Client number One ClientO1 Retransmit JT Transmit Linked Profile as we vx Use the arrow keys to move selected nodes between the Available Nodes and Attached Nodes boxes Select the Retransmit or Transmit Linked Profile As Well check boxes as required and save your selection You can check for the profiles that you attached to the remote node in Data Synchronization Remote Node Setup For more details about data synchronization see Administration Guide OAD Customer Relationship Management Working with Profiles and Contacts 111 Sending Profiles to Campaign You can send details of profile records directly to marketing campaigns from this module The profiles and their contacts are used as targets for various campaigns 1 To send profiles to a campaign select the required profiles from the browser list Right click and choose Send to Campaign from the menu Alternatively choose Send to Campaign from the File menu or click the Send to Campaign button from the toolbar The Send To Campaign window displays Fig 7 8 zis Send To Campaign Select campaign and stage to create target record s 7287 How many records you want to select Highlighted Record s C allRecords Of these Profiles how many Contacts you want to select One Contact All Cont
57. you choose a particular field and define conditions under which it appears highlighted in the report display You can also select a unique format for the highlight Lets you select particular sort orders according to which the report displays Lets you choose a theme from predesigned formats or create one yourself You can choose to display the report data graphically by choosing the graph type and format as well as the fields you want displayed in the graph Lets you define a range for fields that span a particular variable For example you can choose to display only those records in the report where the Customer Number is greater than 250000 Maintaining Your Dashboard The Dashboard category under the Reports module lists the components available within the system to define your own dashboards You can choose all or some of the following components Activity Summary Using Reports 159 Forecast Sales Sales Top Neglected Object To edit access permissions to the dashboards you create right click and choose Edit External Report Note The system does not let you define new components or delete existing ones For details on defining a dashboard see Chapter 12 Maintaining the Dashboard on page 161 Managing Output Channels The system lets you choose the output channel of a selected report through the Export option There are multiple ways to export a report Choose Export from the File menu Right
58. 1001000 07 03 1994 Gateway Reliable RUNS 6551 78140 0x00000000004352d 09 12 2007 USD RUM SP Customer Console IA Dashboard Details Furthet Details Activities Enquiry Quote Order Other Stages Role Players Analysis Codes User Defined Fields Attact Scripte rnm F Soit fest Stage ORDER Description Mr First Contact 7 Positioning Expected 2 demo pe Next stage date f 25 Jul 2008 Fri X i test MFG PRO Probability 95 i wrsipno J2 project Probability 100 2 Currency us dollar u50 z 57228 2 Effective Date 19 Apr 1992 Sun IV Participate in Forecast Calculate Amount C User provided Forecast Date f7 25 Apr 1992 Sat v Currency Stage Amount USD Dug date PTT Nov 2008 Thu wl Stage Amount EUR Opporturfty 1D Weighted Forecast Amount 422 ft Sp all Profiles ST Activities T Opportunities demo User time zone IST Node RUYS Host 7 25 2008 5 06 PM 1 recorfis selected Status Bar You can resize the menu and workspace areas by dragging the vertical resize bar to the right or left You can also resize the area displaying the bars by dragging the horizontal resize bar up or down Typically the workspace has two parts The top half is a browser displaying data records for the selected module The bottom half displays the selected record details in edit mode To select multiple records in the Getting Started 21 browser hold down the Ctrl key and click the records you want T
59. Add Profile screen displays u Fig 2 11 PEE Quick Profile Profile Information Contact Information ProfleName FulName ad esi 8 Postin adresph 2222 Direct Phone No amp adresi SCS Mobile No g Teny D mi County 2 Communication No communication allowed State 2 Call Information Post Code u Call priority o cmyx sl Type 2 Source 2 Te amp Fax No Email Id ie Web Address 9 FAQAD 32 User Guide QAD Customer Relationship Management Fig 2 12 Call Details Table 2 3 Call Details Tabs FAQAD This screen lets you add basic information for a new profile you create You can later add detailed information for the same profile through the Profiles module For details see Chapter 7 Working with Profiles on page 97 Log a Support Call This option lets you record details of a support call from any place in the system When you click this button the Call Details screen opens in add mode BEE ll Details Further Details Activity Change Log User Defined Fields Call ID Product 1D pe Description Serial No A Installed date 715 155 2008 Tue 5 Jan 2008 Tue Reference D Contract No Call date 15 Jan 2008 1 ff12339 I Contract start datei 152 2000 Tue Origin D Callinformation aller information Subject Select Profile Probl
60. Contents v Event LOB 1 usse nes ame 54 Calculator 5524555 retient tent den ren 55 Rui a Program 543 o nee Foe e is 55 Section 2 Sales Management 57 Chapter 5 Working with Activities and Tasks 59 OVEIVIEW Saisie nih bier e VeL OHNE EMERRSIQERCESCPPCENDREEFCH RH 60 Working with Views iia re e eamm T RARE daa eee kok daw PAR 60 Modifying Activity Settings 62 Managing Activities a cae due ok s ri nta ee nn 63 Maintaining Activity Types 64 Adding Activities 65 Processing Activities 68 Checking Activity Associations 70 Setting Up Recurrences 73 Managing Tasks usse 4 EAS EC ERR EATER fonts amas 74 Maintaining Tasks 75 Chapter6 Working with Opportunities 77 Managing Opportunities 78 Identifying Opportunities 78 Following Up Opportunities 78 Sending Quotes and Negotiating Deals 79 Finalizing Orders 79 Offering Post Sales Service 79 Maintaining Opportunities
61. Edit Copy f Delete Refresh e Show Column 4 Sort Ei Record Count Send to Campaign IfB Paste Special Filter No Fiter gt Eie if Opportunities A Main Menu D E Sales Management Eu e ES CP Activities RUY 00000000000435cb 09 12 2007 US 00 57228 Er Opportunities mS Supply RUYS 0x0000000000a433f 1 09 12 2007 USD 95 10095 100006 B a pereen 1506000 19 06 1992 Hugo Brises RUYS 6551 78127 0x0000000000343403 09 12 2007 MXP RUYS 28502 20 100 100007 17777777 19 06 1992 DUMMY RECORD FOR STAND RUYS 6551 78134 0x000000000024346a 09 12 2007 USD RUYS 28508 20 100 PROMO 1 Curencies H E My Settings B E Products Reports 01000001 05 10 1993 05 10 1993 test RUYS 6560 61000 0 0000000000d4b880 18 12 2007 USD RUYS 28915 1004000 20 10 1993 20 10 1993 Worldwide Supply RUNS 6560 61000 0x0000000000247c0a 18 12 2007 USD RUYS 28916 95 100 10013 95 100 10019 95 100 5010029 b 10095 5010028 11001000 15 02 1994 15 02 1994 Gateway Reliable RUYS 6560 61001 0x0000000000d4b8a0 18 12 2007 USD RUYS 28917 1001000 02 03 1994 02 03 1994 Westwood Reliable RUYS 6560 61001 0x0000000000847c25 18 12 2007 USD Filter Dropdown To specify conditions for filtering records select the Filter option from the File menu A new screen appears based on the module you are using letting you customize filter conditions As an example the Profile Filter screen is explained i
62. Email Profile find cursor Report Settings Regional Settings Activity Settings After defining your preferences you must exit the system and log in again to activate them General Use the General tab to define general user preferences such as system startup behavior tool tips use time zone and so on You also can define the appearance and behavior of certain system features for details see Defining Appearance Settings on page 43 To clear any settings you have defined click the Clear Settings button Defining Preferences and Settings 37 Fig 3 1 aix My Preferences Email Profile Find Cursor Report Settings Regional Settings Activity Settings General Tab PE General settings Default Program Last Used Program Program Name Enable Auto Capitalization Enable ToolTips T Delete all QAD CRM generated temporary files on exit EnablePAF Configuration file folder amp E prar zone A Define general settings as required Default Program Select this option to specify a default program that should be started after you have logged in to the system Select this option to enable the Program Name button Last Used Program Select this option to automatically start the program that was in use when you exited the system Program Name If the Default Program option is selected you can click this button to display the Select a Module box Navigate to the program that should start by def
63. It also allows you to specify and perform various activities related to opportunities and view transaction history You can attach files related to opportunities and set up and use user defined frames Choose Main Menu Sales Management Opportunities to open the Opportunities screen You can also manage business opportunities from the All Profiles module Go to Addresses All Profiles Opportunities tab Right click and choose to add edit copy or delete an opportunity from the menu displayed The Opportunities screen displays The Opportunities screen has two parts the top half is a browser displaying the list of opportunity records in the database while the bottom half opens the selected record in edit mode Opportunities Forecast a pro nome 01 01 1992 EnviroCar 01 01 1992 EnviroCar EnviroCar m ET 100 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36191 100 C5 01 EnviroCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36192 100 CS 01 01 01 1992 EnviroCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36193 95 100 C5 0133 EnviroCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36194 100 C5 0133 EnviroCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36195 100 CS 0133 01 01 1992 EnviraCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36196 100 C5 0133 01 01 1992 EnviroCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36199 95 100 C5 0133 01 01 1992 EnviroCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36200 100 C
64. IwIxIviz al Details Further Details Activities Mailing List Relationship Campaign Analysis Codes User Defined Fields Attachment Script Full Name P7 Position Application Consultant Notes how as Pahow gt Depatments 1 9 Phone numbers and email Direct Ao 8 Gender Unknown Mobile AMTS sation SS Profile 1 ras e Sin of f T Default Email Id Mail groups ap Address Profile Address w Jephson Homes Hour T Primary 17 Birmingham Street Former E OLDBURY a SEE West Midlands Last Contacted i 16 Jul 2007 Mon 7 Jv This is the default mailing address Next Planned Contact 0 f 04 Jan 2005 Tue There are multiple ways to choose to edit a contact record Select the record and do one of the following Click the Edit button on the toolbar Right click and choose Edit Choose Edit from the File menu Note Similar options are available for Delete and Copy You can also access contact records by clicking the Contact drop down button on the system toolbar and selecting the tab you want to view or edit The Contact Details screen displays with the selected tab open MOAD 120 User Guide QAD Customer Relationship Management Fig 7 12 Contact Details FAQAD Fil Contact Details Mr Michael Wardle ld xl Details Further Details Activities Mailing List Relationship Campaign Analysis Codes User Defined Fields At
65. NIOQAD User Guide QAD Customer Relationship Management Introduction Sales Management Marketing Management Customer Service 78 0707B QAD CRM 6 1 September 2008 This document contains proprietary information that is protected by copyright and other intellectual property laws No part of this document may be reproduced translated or modified without the prior written consent of QAD Inc The information contained in this document is subject to change without notice QAD Inc provides this material as is and makes no warranty of any kind expressed or implied including but not limited to the implied warranties of merchantability and fitness for a particular purpose QAD Inc shall not be liable for errors contained herein or for incidental or consequential damages including lost profits in connection with the furnishing performance or use of this material whether based on warranty contract or other legal theory QAD and MFG PRO are registered trademarks of QAD Inc The QAD logo is a trademark of QAD Inc Designations used by other companies to distinguish their products are often claimed as trademarks In this document the product names appear in initial capital or all capital letters Contact the appropriate companies for more information regarding trademarks and registration Copyright 2008 by QAD Inc QAD Inc 100 Innovation Place Santa Barbara California 93108 Phone 805 684 6614 Fax 805 684 1890 http
66. Note This field is used only when QAD CRM is integrated with a QAD ERP application Price Details Enter a Unit Price and Cost Price The system uses the base default currency defined for your organization Product Specifications Enter the location on your system or network ofa file containing product specification data Catalog Number Enter the issue number of a catalog that contains advertising for this product Page Number Enter a page number to identify the location of the advertising material Large Image Enter the location of the product image to associate with the product Allow selection as brochure sample Select this option if a product brochure or product sample is available Create Date Enter the date on which the product details were entered This field is editable you can select a future past date Select Supplier Enter the supplier of the product Supplier Specifications Enter the address of a specification file or Web page Valid from Enter a date from which the product can be sold Valid to Enter a date on which sale of the product should end After this date has passed the product is no longer available for selection in the opportunity Notes Enter any further identifying information Maintaining Products 137 Inventory Use the Inventory tab to record inventory and warehouse location information for a product Fig 9 2 Product Warehouse Detail 2 x Inventory Details did Details
67. P Scops Q G Howel Arcs no 722012008 Yes No demo National Ar Traffic Servi no 822012008 Yes No demo Q Thomas amp Thomas Associates no 922012008 Yes No demo QD G Holmes amp Son no 1022012008 Yes No demo Q Advanced Conservatory Roof no 112201208 Yes No demo classic Duo Limited no 1222012008 Yes No demo QS Associates no 132201208 Yes No demo o Fleetwood ur no 1422012008 Yes No demo c Eradiure Limited no 1922012008 Yes No demo cst Catharines College no 1622012008 Yes No demo Q Gary Evans Buling Contra 172201208 Yes No demo barrow Community Regenerat 16 22 01 2008 k att Developmen m 1 008 Y o Fidelty Investments Lin no 2022 01 2008 Yes No demo Q Janice Kendrick Design Ser no 212202008 Yes No demo Q BAE SYSTEMS no 2222 01 2008 Yes No demo ie 4 5 a Target type all Contact methods any E oe 2 T Preferred method d c The bottom half of the Campaign Processing screen has two areas The left side displays the stages you have added to a campaign and the targets available in the database for each stage The right side lists the targets available and the tasks associated with each stage Note The number of targets displayed in the right side depends on the access permissions of the logged user The number of targets in the tree view on the left may therefore not be identical to the number of targets listed on the right FAQAD Maintaining Marketing Campaigns 191 Fig 14 5 amp zs Ca
68. Profile Characteristics Choose an option to define search characteristics for profiles defined in your system Basic Selection Select a field on the profile and then select an operator Specify a value Advanced Selection Define your search criteria as required using field names conditions and values If required enter parentheses using the drop down listbox to specify the order in which the search criteria conditions will be evaluated You can append delete and update search criteria You also can enter Progress 4GL statements into the text field If using this method click the Check Syntax button to verify that your statements are correct Analysis Codes Define your search criteria using analysis groups or codes You can search for profiles that use any or all of the groups you specify FAQAD 210 User Guide QAD Customer Relationship Management MOAD Contact Characteristics Select a characteristic to define search criteria for contacts defined in your system Contact Characteristics has an additional option to the ones described above Communication Channels Select a communication channel If required indicate if one of the channels is the preferred method of communication Mailing Preferences Using the arrows move inclusion lists or exclusion lists from the Available listbox into the Selected listbox Click OK to import the targets defined for those inclusions or exclusions into the list selected in the listbox
69. Profile Details screen lets you add edit copy and delete details of locations where the products and or services are implemented MOAD 108 User Guide QAD Customer Relationship Management MOAD Contracts Use this tab to view or maintain service contracts for the selected profile The Contracts tab screen has two parts One part lists the contracts or contract quotes associated with the selected profile the other part displays the contract lines Select the appropriate radio button to choose between contracts and quotes To add a new contract or a new quote right click the left side of the screen and choose Add from the menu The Service Contract Details screen displays Enter the contract number and other details regarding contact billing information pricing and so on and save the record Note The Contract Number that you enter while adding a new contract is used as a unique identifier for each contract However once it is saved you cannot edit the contract number To add Contract Lines right click the right side of the screen and select Add Line from the menu The Contract Line Details screen opens where you can select the end user and define service type price and billing information You can add multiple contract lines for a single contract or quote User Defined Fields You can set user defined frames and fields for profiles and view them through this tab User defined frames and fields let you add parameters to
70. Question Details Pos Initial Survey Date Weight Serial No Contribution Field Operator Serial No Field Operator Next Question Possible Answer Next Question Weight Contribution For the selected answer type for your question enter the following Answer Data Type Field Description Character Serial No Enter the order in which the script branches Weightage Enter the weight this response contributes Contribution to the script as a whole Answer Enter a possible customer response Decimal Serial No See above Weightage See above Contribution Field Operator Enter an operator for example equals not equal to and so on Date Serial No See above Weightage See above Contribution Field Operator Enter an operator for example today yesterday and so on Logical Enter Label Enter a label for the logical response type for example Yes or No Answer Data Type Field Working with Scripts 175 Description Branching or Weightage Information Radio buttons Radio Button Labels Weightage Next Question to Branch To Enter the question to branch to depending on the logical response Enter a label See above Enter the question to branch to depending on the radio button response Attaching Scripts to Targets Before a script can be processed it must be attached to a target which is a profile contact combination Note Scripts can be attached to profiles and contacts from th
71. S 0133 01 01 1992 EnviroCar 01 01 1992 01 01 1992 11 01 2008 USD RUYS 36202 100 C5 01 wc is S stStage ORDER v Description elect Contact ROLANDDEDICE e Poston a auto alocate en S a Next stage date F115 Jan 2006 Tue Short Description EnviroCar MFG PRO Praha x Type vcbevb JJ Project Probability 100 Source Advertisement u Currency United States Dollar USD Reference s0 0 Effective Date 01 Jan 1992 Wed I Participate in Forecast Calculate Amount System C User provided Forecast Date I 01 Jan 1932 Wed 7 Currency Stage Amount 50 uso Due date F7 01 Jan 1992 Wed Stage amount 15 amp R Opportunity ID RUVS E207 We ghted Forecast Amount 1 SSS Working with Opportunities 81 There are multiple ways to edit an opportunity Select the record and do one of the following Click the Edit button on the toolbar Right click and choose Edit Choose Edit from the File menu Note Similar options are available for Add Copy and Delete Details Use the Details tab to record basic information about a new opportunity Select Profile Select Contact Use these buttons to select the profile and contact who you want to add as an opportunity Auto Allocate This button lets you select an account manager for the opportunity depending on the territory allocation Alternatively you
72. Sales Management Products Unit of Measure or Marketing Management Products Unit of Measure The Unit of Measure browser displays the units currently defined in the system 2 Right click the Unit of Measure browser and choose Add from the menu Note This menu also contains other options for maintaining units of measure Fig 9 4 Details Unit of Measure UOM 2 Detai Is Alternate UOM P UM Conversion 1 0000 Product ID Description Unit of Measure UOM Enter a unit of measure code Alternate UOM Enter an alternate unit of measure code UOM Conversion Enter a ratio of the unit of measure to the alternate unit of measure Product ID Enter a product associated with this unit of measure Description Enter a brief description of the unit of measure MOAD 140 User Guide QAD Customer Relationship Management Fig 9 5 VAT Details MOAD Maintaining VAT Codes Value added taxes are common in Europe and Canada In certain European countries VAT amounts must be calculated based on invoice totals so VAT information for products must be maintained in the system VAT for a product is calculated as a percentage of the product price Use the VAT Details screen to maintain VAT codes Use the Attached Products tab to maintain the products associated with the VAT code 1 Choose Sales Management Products VAT or Marketing Management Products VAT The VAT browser displays the VAT codes currently defined in the system
73. System the next three fields are populated by the system Otherwise you must manually enter the field details Working with Opportunities 83 Currency Stage Amount Enter the currency stage amount which becomes the transaction currency Stage Amount Enter the stage amount this is always in the same currency as the base currency of transaction Weighted Forecast Amount The system calculates this as the product ofthe Stage Amount and the Probability percentage Description Use this text field to enter any description that you want to record related to the opportunity Further Details Win Lost Dead reason code You can record the Win Lost Dead reason code here to indicate how the opportunity was resolved SWOT Use these fields to make a note of the strengths weaknesses opportunity and threats for the new record you are creating This analysis is useful for marketing purposes and for determining the reasons in case an opportunity is lost Profitem ID Campaign ID Use the look ups provided to enter the profitem and campaign IDs for the new opportunity The profitem ID is the same as the installed base ID Activities You can use this tab to view and manage activities associated with the contact You can also process activities from this tab directly Two views at the bottom of this window let you view both planned activities and activity history You can choose the View Reading Pane option if you want to see the comment
74. Tasks 65 Adding Activities To add an activity right click the Activity workspace and choose Add from the menu Depending on the activity type you select the appropriate screen displays Note This menu also contains options for editing and deleting existing activities Fig 5 5 Ziel Letter Details El Details History Subject Select Profile I O i Select Contact Il Address Sender demo Auto Allocate demo Template name sa Scheduling information Start time 15 Jan 2008 Tue 1815 zm Reminder T Reminder I Send reminder by email Ae Email1D gt Comments Other information Priority pwdum Organiser fem A Categories pe Status Not started Reference Je T Private Associates Associate it with deze VX Q Details Use the Details tab to record the details of the activity you are adding Select Profile Select the profile with whom this activity is associated Select Contact Select the contact with whom this activity is associated If you have already selected a profile the associated contacts will display in the list box Select Caller Responsible Sender Select the person responsible for performing this activity The field label depends on the activity type you have selected FAQAD 66 User Guide QAD Customer Relationship Management MOAD Telephone Number Location Address Script Code Templat
75. UM E x Processing Script All Breuer Chief Executive Default Section 1 What is your store reference Number es gt Profile Contact amp y Telephone E Email 2 Whatis your current method of Waste Disposal EEE Bags 240 Litre V 330 Litre Ww 1100 Litre O Small Skip O others O Other iter Notes to be stored in Transaction History 3 How many of these waste containers do you have v 4 How many pickups collections do you have per week 0 00 ee 2 x0 4 Call the contact and follow the script to guide the interview and capture their responses 5 Enter any information required in the Enter Notes to be stored in Transaction History This information 1s available from the Activities tab of the profile MOAD 178 User Guide QAD Customer Relationship Management Analyzing Script Responses Analyzing script responses lets you identify the target profiles and contacts that have responded favorably to your script by providing preferred responses to script questions For example suppose a script has been used to elicit responses from 500 target profiles Filtering through the response data manually would be time consuming However you can use the logical operators in the Script Analysis box to step through the script questions to quickly reduce the number of records in the results in order to identify your best targets After identifying these target you can i
76. abase through this option Use the look ups provided to select the campaign and stage to which you want to copy the targets Fig 14 8 gizi Copy Targets To Another Campaign Select target WREE Select Campaign gt Stage XU Convert Campaign Target Choose this option to associate a manually created target with an existing profile contact or opportunity You can also create a new profile or contact record for a target from this window FAQAD 194 User Guide QAD Customer Relationship Management Fig 14 9 Convert Campaign Target Fig 14 10 Distribute Targets FAQAD Fl Convert Campaign Target of x choose to Associate the target record with a new or existing Profile land Contact record Create an Opportunity record zi Associate with the following records Link to an existing Profile and Contact record Link Profile Link Contact s Create a new Profile and Contact record For the target F Create an Opportunity record IV Open new records created for the target record vx Distribute Targets Use this option to distribute selected targets according to their preferred method of communication You can also manually assign a communication method to a selected target Distribution of targets works only from the stage level and not at the activity level Activity options are enabled in the Distribute Targets window only when they have been selected for the particular camp
77. acts of each Profile Select Campaign 2 Stage E0000 Mail Groups DB 4 VN In the Send To Campaign window select the number of records you want to include in the campaign Choose the contacts from the drop down lists Select the campaign and the mail group with the help of the look ups provided Note If you select a mail group make sure that the selected contacts are included in that mail group Otherwise the campaign will not consider these contacts as potential targets Save your selection The system displays a message confirming the number of targets selected and created and the campaign that they are now attached to FAQAD 112 User Guide QAD Customer Relationship Management MOAD When you go back to the All Profiles screen and check the Campaign tab of the selected profiles the associated campaigns and their stages display there Copying Address Label to Clipboard You can copy the address labels of selected profiles to the Windows clipboard directly from this module Select the profile records from the browser list and right click and choose Address Label to Clipboard The system displays a message confirming that the selected records have been copied to the Windows clipboard You can then paste the labels into an application such as Excel Viewing Reports When you choose Report View from the right click menu the system generates a browser report for the selected records However you can also a
78. age orders from the Order Details window and to work with product lines through the Opportunity Lines Details window Other Stages Using this tab you can view details of all opportunity stages associated with a record Select which stage you want to view through the drop down list provided You can also change opportunity stages of records from this tab Working with Opportunities 85 Role Players Use the Role Players tab to add any one of the four types of role players that can be associated with an opportunity External Internal Competitor and Partner You can also manage records of existing role players from here Note You can also add external and internal role players while specifying details of an opportunity Add the name of an external role player through the Contact Person button and an internal role player in the text box next to the Auto Allocate button in the Details tab screen You can specify multiple role players of each type for an opportunity For more details see Managing Role Players Analysis Codes Use the Analysis Codes tab to set codes and groups for the new contact A contact can have multiple analysis codes and analysis groups To add a group select an option from the Select an Analysis Group drop down list and click the Add button next to it This displays the associated codes If you want to select all available groups in the system click the Select All Groups button Select or clear the gro
79. aign Distribute Targets 21 xi Distribute unprocessed Campaign targets based on their preferred method of communication ou can also manually assign a communication method to the selected flagged or a range of target records 7260 Distribute unprocessed targets based on their preferred method of communication Letter pi Distribute Email A Distribute Telephone Pa Distribute am mmm ues Manually distribute unprocessed targets based on a method Select target s All Targets gt Activty type Telephone Distribute Note Only unprocessed targets can be distributed Clear Use this option to directly promote selected targets to the next logical stage in the campaign You can also select a stage of your choice from the drop down list provided Maintaining Marketing Campaigns 195 Fig 14 11 21x Clear Targets To Select target all Targets Selected Stage Stage VE px En vx On Hold Choose this option to put a hold on selected targets associated with a campaign When a target is on hold the On Hold field is set to Yes The system does not let you process targets that are on hold until you clear them or remove the hold Fig 14 12 irene ProfieWane Figoedon Feld rect Telephone Number Selected Target On 3AAme no No Hold 2 Gro Alliance no No 608 744 3860 4 Jasmine Food Corporation Sen no 1 W Jephson Homes Housing s no Selected record showing On Hold status
80. ame Profile 10 last contacted Contact Name First Name Middle Nan Address test PAKISTAN Thon lg Emio SSCS Webaddresss tC wl IV Active Total cost o EUR The Media Source screen lets you add edit copy and delete source details for the selected campaign record FAQAD 200 User Guide QAD Customer Relationship Management MOAD Details Use the Details tab to record basic contact information about anew media source for a campaign Media code Enter a unique code for the new media source This is a mandatory field Media Name Enter the name of the new media source This is a mandatory field Address and other details Enter the address telephone number mail ID and web address of the new media source Type Select the media type from the look up provided Total cost This field is automatically populated by the system from the total cost entered in the Campaign sub module Comments Record comments regarding the media source Contacts Enter contact details related to the new media source here by right clicking and choosing Add This displays the Contact Details Screen Issue Use the Issue tab to record details regarding the media source Year Select or enter the year of the media campaign Issue no Enter the issue number of the media campaign This is a mandatory field Month Select the month in which the media campaign will take place This is a mandatory field
81. ampaign Status Type Status A Type 2 Show All C Templates only Non templates ago ee evxo You can use the Campaign Filter screen from both Campaigns and Campaign Processing sub modules FAQAD 202 User Guide QAD Customer Relationship Management MOAD 205 207 Building a Target List Using Search Criteria 208 204 User Guide QAD Customer Relationship Management MOAD Overview Maintaining contact mailing preferences involves specifying inclusion lists and exclusion lists These lists are associated with profiles and contacts that constitute your target audience for a marketing campaign or for a stage in a marketing campaign Inclusion lists identify which items of literature to deliver to targets profiles and contacts on a regular basis Exclusion lists specify which items of literature to withhold from identified profiles and contacts Typically managing a marketing campaign involves maintaining both inclusion lists and exclusion lists Use the features in the Contact Mailing Preferences folder to maintain these lists Note For details about defining details of a campaign see Chapter 14 Maintaining Marketing Campaigns on page 183 Contact Mailing Preferences Workflow Maintaining contact mailing preferences typically involves completing the following tasks in sequence 1 Define your inclusion list by specifying the items to literature to send For each item of literature you als
82. ample Email or Telephone Call Enter the caller information as required Note When logging a service call you can quickly create a profile or contact from the Call Details screen by clicking the Add button to the right of the Select Profile and Select Contact fields Enter the call information as required Subject Enter a subject It is recommended that the subject be as meaningful as possible since this will be displayed in the Call Management workspace in the Subject column Problem Description Enter a short description of the problem with the item The text entered here displays in the area under the Open Call s browser FAQAD 220 User Guide QAD Customer Relationship Management Category Specify a category for the service call For example you might want to enter a category such as Hardware or Software Categories help facilitate filtering call records for example you can filter your records to view only those calls relating to a specific type of item Severity Enter a severity for the problem Severity indicates the end user s perception of how bad the problem is Note The system can be configured to send an e mail to a CSR when a call with a specified severity is logged in the system For details see Preferences on page 246 Reproducibility Enter an indication of how easily the problem is reproduced For example enter Always or Sometimes Skill Enter an indication of the technical difficulty of res
83. and other restrictions See your system administrator for information MOAD 146 User Guide QAD Customer Relationship Management MOAD 151 148 User Guide QAD Customer Relationship Management Fig 11 1 Reports MOAD Overview Reports help decision makers analyze diverse aspects of a business before making strategic decisions The QAD Customer Relationship Management QAD CRM system offers several reports for your benefit While some of these reports are delivered with the system you can also generate custom reports from the information in the database The system also gives you the flexibility to choose varied output media for its reports You can output the reports to external applications as well Using the Reports module To access the Reports module go to Main Menu Sales Marketing Management Reports This displays the Reports screen with a list of the report categories and the reports available under each category Reports of Category Standard Reports ET ci ummary Report p Dashboard Standard Reports no Browser Reports History Report rpreact p Standard Reports no Standard Reports Installed Base Report rinst p Standard Reports no es Opportunity Report by Sales Rep Opportunity Report by Sales Rep popanalysis p Standard Reports no Planned Activity Report Planned Activity Report rpinact p Standard Reports no Profile Summary Report Profile Summary Report pprofsum p Standard Reports no Sy
84. ant contact who you want to add as an external role player Enter the reporting details and the organizational relationship Indicate the level of influence the profile is likely to have as a role player Select the Primary check box if you want to add this contact as the primary role player To include this contact in performance evaluation select the Participate in Performance Evaluation check box Save the record The External icon displays the role player and the associated profile name along with the relationship you have assigned to it Internal Role Player People who are part of the organization and play a part in converting an opportunity to an actual sales order can be defined as internal role players Account managers or sales representatives fall into this category 1 To add an internal role player select the Internal folder icon in the Role Players tab Right click and select Add from the menu This displays the SalesRep Details window In the SalesRep Details window select the representative who you want to add as an internal role player Enter the organizational relationship and the commission charged by this sales representative Working with Opportunities 91 4 Select the Primary check box if you want to add this contact as the primary role player To include this contact in performance evaluation select the Participate in Performance Evaluation check box 5 Save the record The Internal icon displays the r
85. arch only on the basis of the open or highlighted tab Information entered in other tabs is not taken into account Customer Console Addresses 1001000 Reliable Central Purchasing Attention Accounts Payable 300000020 Century Blvd Search for Customer C Supplier End User 10010001 Westwood Reliable Westwood Shopping Center 77 Sunset Strip Value 10010003 Reliable Center Central Avenue Shops 27002 Central Ave 11001000 10010004 Gateway Reliable Gateway Center 709 Bridge Street 10010006 1001dock dock 1001 1004000 Worldwide Supply 8000 Central Avenue 10040001 Worldwide Supply 8000 Central Ave Colossal Conglomerates LTD 10040005 10040006 10040008 10040011 Quality Products Inc 10040012 Reliable Central Purchasing 10040026 KM 10040031 test adress zur ES Qe 10040032 ASN Default Data 7 10040033 add name begins zf 10040036 10040042 10040043 10040044 10040046 10040049 10040050 Contact s Profe D T ast Contacted Contact Name First Name Middle Name Last Name Tostion Dep EET 07 12 2007 Sales Quote Sales Order Invoice Calls Installed Base Contract Search Address using above critaria Search New Search Customer Console 143 You can perform a search based on any of the criteria described in the following table Table 10 1 Search Search Options in Criteria Action Customer Console Addresses Select the appropriate radio button depending on the address
86. arrow keys to navigate between the browser columns that are hidden or displayed The up and down arrow keys let you define a sequence for column display Fig 2 4 2x Select Columns for Hidden Columns Show these Columns in this order View Profile Name gt er EE ETS 4 baby Reference Sales Person zi ae z V Remember Settings Column width 8 72 oS Restore Defaults Column Name Forecast Date Ati Assign the above settings to Group A 2 vx Sort You can also sort the displayed records in ascending or descending order based on a certain field For sorting records click the field name on top of the browser The system sorts the records in ascending or descending order of the field You can also perform multi level sorting through the Sort window To use this option right click and choose Sort from the menu Fig 2 5 E x Sort Sort by None w Ascending Descending Then by yore 1 c Then by None ze ren FAQAD 24 User Guide QAD Customer Relationship Management Fig 2 6 Filter Dropdown FAQAD Filter Use the Filter drop down list on the top pane to select a filter for the records displayed in a screen This facility is available for most modules that display a list of records File Edit View GoTo Tools Common Help Bock D Forward S Send Letter Ei Send an Email Make a Note C Add an Activity WB Add a Profile Log a Support Call A Search EF Add f
87. artners and competitors while making business decisions maintaining their details in the Opportunities module is crucial This also provides easy access to required information expediting the decision making process For example when you specify details of a competitor in an opportunity you also specify the competing products and relevant information This is useful while analyzing the success probability The Role Players tab of the Opportunity Details defines four types of role players who can be associated with an opportunity The defined types are External nternal Competitor Partner The Opportunity Details screen lets you add new role players or edit copy and delete existing records at Role Players B External ROLAND DE DICE EnviroCar Mr Danna E amp A Wates Ltd Mr Q Abel Q Abel Surveyor B Internal Customer e Rosemary Arciniega RKA Edgar Roca ema 5 6 Competitor 3 Mr R Battley K amp B Roofing Partner Fig 6 3 Role Players MOAD 90 User Guide QAD Customer Relationship Management MOAD External Role Player All contacts attached to a profile that is targeted as an opportunity can be considered as external role players 1 To add an external role player select the External folder icon in the Role Players tab Right click and select Add from the menu This displays the Profile Details window In the Profile Details window select the profile and the relev
88. ate Planned End Date co ordinator ID Type Processing E Sales Management ev Aer85 Ange Arupa Food Tech Er Femmes Gore 30042009 deno 5 6 Marketing Marisgeme ev Feb07_Ipack Ipack Ima pin Planned 01 02 2009 23 02 2009 T abbots IS Activties ev Decte IEOSHIEOSA NW Futurama Show plan Planned 01 11 2008 31 12 2008 Crown EE Addeses fev Now08_IndurInduarroz pin Planned 01 11 2008 30 11 2008 F Bag EO Marketing Campev Nov08_SCAF Stercaf 2008 plan Planned 01 10 208 30 11 2008 Brown Campaigns 99 2009 USDBC US Dry Bean Convention 2008 plan Planned 0105 2006 31 07 2008 Brown gt anpa py 09 AHPA Almond Hulers Conference 2008 plan Planned 04 04 2008 08 05 2008 C Brown CE Mesa Soud M2702_SCA Spey Coffee Association of America 2009 31 05 2008 RUY SAM v6 launch Plan 22 01 2009 EER Contact Hio LNPSA National Pecan Sheller Winter Mtg 2008 plan z E My Settings ES Products Reports Stage E E Customer Service ES Stage Foen B E Tools and Utes io Release 850 OIP B actes 1 22 01 2008 B E Setings 5 Email knight Frank amp Rulley no 222012008 Yes No demo E Data Synchronisation Telephone 848 g Q London Borough Of Hackney no 322 01 2008 Yes No demo 1 Data Management C3 Make cold calls 848 ZI Q Londen Borough Of Tower Ha no 422 01 2008 Yes No demo 5 3 QAD ERP Integain Organize demos 3 Q Studios Architecture no 52201 2008 Yes No demo Dashboard aan Q Metropoltan Polce no 622012008 Yes No demo E
89. ault and select the check box then click OK Fig 3 2 Select a Module PK Select a Module Select the module to launch when the user logs in on OC Sales Management OC Marketing Management Gj Customer Service amp OC Tools and Utilities a D Settings amp OC Data Synchronisation OC Data Management amp CG GAD ERP Integration O3 Dashboard DO Scripts FAQAD 38 User Guide QAD Customer Relationship Management MOAD Enable Auto Capitalization Select this option to automatically capitalize the first letter of words entered into freeform text fields the system Enable Tooltips Select this option to have a Tooltip display every day you log in to the system Delete temporary files on exit Select this option to have temporary files deleted when you log out from the system It is recommended you select this option in order to optimize your disk space Enable PAF Select this option to enable the Postcode Address File PAF This file is not supplied with the system Configuration file folder When the Enable PAF check box is selected specify the location of the PAF 2 Enter your time zone This time zone setting is used by the Users module Note Different modules within the system use different time zones For example some modules use local time settings and others use Greenwich Mean Time GMT The time zone entered here is given priority when the time is calculated for an act
90. bed in Table 5 1 Tab Action Contact Notes You can use the Contact Notes tab to enter notes that get stored in the transaction history For example you can prepare a visit report for a completed appointment call Some field values are picked up by default in this tab based on the profile you have selected You can reschedule or edit the selected activity here or set up follow up activities for later In case you select Letter type activity two additional buttons display Use the Export Header and Data and the Mail Merge buttons to generate a letter from this tab Contacts The Contacts tab lists the contacts associated with the selected profile It lets you add and edit contacts as well Fig 5 9 Process Activity Table 5 1 Process Activity Tabs FAQAD 70 User Guide QAD Customer Relationship Management MOAD Tab Action Activities Use the Activities tab to view a list of activities or to see the activity transaction history You can choose the View Reading Pane option if you want to see the comments recorded with each activity record To access this option either right click the Activity tab area and select from the menu or choose from the Options button Opportunities The Opportunities tab displays a list of opportunities that are associated with the selected profile Campaign Use the Campaign tab to see the campaigns associated with the contacts of the selected profile You can add associates to the
91. can choose to show or hide the alphabet buttons through the toolbar option View Alpha Tabstrip Working with Profiles and Contacts 99 You can add modify and delete profile records from the All Profiles sub module You can also send profile details to remote nodes for data synchronization purposes If QAD ERP integration is enabled profile information can also be sent to the QAD ERP application database using the Send to QAD ERP option You can access and edit details of the contacts associated with a selected profile from this sub module directly To do so select a contact from the browser and click the Contact button on the toolbar Select the required tab The Contact Details screen opens to let you view or edit contact details Adding Profiles You can add details for a new profile in different ways One method is to select the Quick Profile option from the Add a Profile button on the toolbar This displays the Add Profile screen where you can record some basic details for a new profile The alternate method is to select the Detailed Profile option from the Add a Profile button on the toolbar This displays the Profile Add Wizard with the following tab links Details Further Details Contacts Addresses Analysis Codes User Defined Fields Enter the required details in these tabs and save the record to add a new profile to the system database MOAD 100 User Guide QAD Customer Relationship Management
92. can use the look up to select a sales representative to service the opportunity Short Description Enter a short description ofthe opportunity you are creating Type Source Reference Enter the type source and reference fields with the help of the look ups provided Source is a mandatory field Participate in Forecast check box Select this check box if you want the opportunity you are creating to participate in sales forecasts Forecast Date Due date Select the forecast and due dates from the calendar provided Opportunity ID This is a system generated ID that works as a unique identifier for each new opportunity record created Stage Use the drop down list to select the current stage of the opportunity in the overall cycle Positioning Use the look up provided to enter the details pertaining to possible substages For example if the opportunity 1s in the Quote stage you can select 1 of 4 to indicate that the quote given by your company is one of four issued to the customer MOAD 82 User Guide QAD Customer Relationship Management MOAD Next Stage Date Enter an approximate date when the opportunity is likely to progress to the next stage Probability Choose an appropriate probability percentage from the drop down list Refers to the likelihood of translating an opportunity into an actual sale Project Probability Choose an appropriate project probability percentage from the drop down list Refers to the
93. ccess standard reports directly from here To view standard reports choose Report Standard Reports from the right click menu in AII Profiles This will show you a list of all the standard reports attached to this view The Profile Summary Report is available by default For details on reports see Chapter 11 Using Reports on page 147 Sending to QAD ERP This option appears in the right click menu only if QAD ERP integration is enabled It lets you send the selected profile records to the QAD ERP application Using this option creates a customer record for the selected prospects in the QAD ERP application database To send information on selected profile records right click the workspace area and choose Send to QAD ERP You can also choose this option from the File menu The system displays a message confirming that the selected records have been sent to the ERP application Working with Profiles and Contacts 113 Note Since profile records can contain details of customers suppliers and competitors also you have to manually select those prospect records that you wish to integrate with the QAD ERP application The Send to QAD ERP option of QAD CRM sends information to the cm_mstr and ad_mstr tables ofthe QAD ERP application Viewing the Customer Console You can view the customer console for the selected profile record through this option The customer console is basically a viewer that receives information from the QAD ERP appl
94. count at the QAD Online Support Center Your customer ID number is required Access to certain areas is dependent on the type of agreement you have with QAD Most user documentation is available in two formats Portable document format PDF PDF files can be downloaded from the QAD Web site to your computer You can view them with the free Adobe Acrobat Reader HTML You can view user documentation through your Web browser The documents include search tools for easily locating topics of interest Conventions Screen Illustrations QAD CRM has a feature rich Progress based graphical user interface GUI All screen captures in this guide show this interface Keyboard Command Summary The following table provides a summary of the keyboard commands Shortcut Key Description Applicable To Fl Displays Help file Application wide ALT F2 Displays Session and Application wide Container Information dialog ALT F3 Displays Translation on Application wide Demand dialog F7 Performs a spell check Editor CTRL F4 Displays lookup Application wide Ctrl F5 Displays Object Details dialog Application wide Insert Adds record Browsers Delete Deletes record Browsers Enter or double click Performs default action Browsers Ctrl F Search and cancel search Browsers Ctrl K Records count Browsers About This Guide 5 Shortcut Key Descripti
95. ction in the text box Adding Questions to Scripts Questions are the key component of a script Typically scripts are designed to elicit responses to increase the effectiveness of an organization s campaigns or the profitability of its products or services For example questions in a script might be designed to determine a customer s reaction to changes in an existing product Responses to questions are often recorded for analysis purposes Questions can be added to sections and subsections The questions included within a section or subsection typically are closely related Questions can also consist of one or more subquestions You also can define possible answers that can be given in response to questions 1 Do either of the following a To create questions for a section right click the section and choose New Question from the right click menu b To create questions for a subsection right click a subsection and choose New Question from the right click menu Note This menu also contains additional options for working with questions such as Edit and Delete 2 The Question Details dialog box displays This dialog box is identical whether you are entering a question or a subquestion FAQAD 172 User Guide QAD Customer Relationship Management Fig 13 3 Question Details FAQAD Question Details Question Details Possible Answers Section INITIAL SURVEY Order 10 Question Initial Survey Date C
96. d with a call in the call listing Options Choose the option to display the Report Record Selection dialog that lets you either specify a number of records to display or to display all records 2 Specify settings on the History tab as required Notes Only Select this option to only display notes associated with a call record FAQAD Managing Customer Service Calls 223 Change Log Use the Change Log tab to display audit records for selected fields for a service call record The change log displays the fields that were modified modification time and date user responsible and the nature of the change The Change Log tab displays call log modifications for audited fields that are user originated as well as system originated Note Call auditing is a Customer Service module configuration option for details see Defining Call Settings on page 250 Fig 16 6 ae Call Details Change Log Tab Detais Further Detais Actvy Change Log User Defined Fields 8 6595 46916 0x000000000001d769 8 6595 469 16 0x000000000001d76a 2 6595 46916 0x000000000001d76b User Defined Fields Use the User Defined Fields tab to display call records using fields defined by your organization For details on user defined fields refer to the Administration Guide QAD Customer Relationship Management Filtering Calls Use the Call Filter dialog box to create filters to use when viewing customer service call records When
97. d fields to store QAD ERP fields Overview 15 These user defined fields are loaded automatically when integration is switched on These fields are predefined and created specially for the purpose of integration QAD CRM works with multiple QAD ERP application user interfaces It can successfully integrate with both QAD Desktop and the QAD NET user interface You can integrate the following modules Product Address Sales Quote Sales Order Installed Base Call Contract Contract Quote Call Quote Multiple Currency Users Integration with Microsoft Exchange Server QAD CRM provides functionality to send and receive e mail messages through the system and maintain details of contact persons and activities These features are further expanded through system integration with enterprise messaging and collaboration applications Currently the system integrates with the Microsoft Exchange Server Future versions are planned to support other messaging applications as well Using the Exchange Server Integration module you can Synchronize activities of type Appointment and Task Synchronize contacts FAQAD 16 User Guide QAD Customer Relationship Management MOAD QAD Admin Service helps QAD CRM communicate with the Exchange Server You must specify accurate Admin Service settings that the applications can use for successfully communicating with each other For successful integration system users must be associa
98. d for the selected currencies MOAD 132 User Guide QAD Customer Relationship Management Fig 8 2 Exchange Rate Maintenance MOAD Note When exchange rate data is modified records for items that should reflect the new exchange rate are updated by the system only when opened by a user 1 2 Choose Sales Management Currencies Exchange Rate Maintenance Right click the Exchange Rate Maintenance browser and choose Add from the menu Note This menu also contains options for deleting and editing existing exchange rates Currency 1 Units FREI B Currency2 Units 1 00000 B Start Date 16 Oct 2007 Tue b End Date 16 Oct 2007 Tue X Currency1 Enter a source currency Currency 2 Enter a target currency Currency 1 Units Enter the source currency units Enter 1 0 to indicate this is the source currency exchange rate Currency 2 Units Enter the target currency units For example how many units of Currency 2 is worth a unit of Currency 1 Start Date Enter the date on which this exchange rate becomes effective End Date Enter the date on which this exchange rate becomes ineffective easure Codes 139 134 User Guide QAD Customer Relationship Management MOAD Overview Using the system features you can easily maintain product related information to suit your business requirements For example you can maintain detailed information about a specific product including unit of measure informati
99. dding Contacts 120 Copying Contacts ns eher 125 Filtering Contacts 126 Printing Mail Labels a en a a 126 Sending Contacts to Campaigns 127 Chapter8 Maintaining Currencies 129 Overview ea ba oe dade ewe ae ee oa eek See ee 130 Maintaining Currencies 130 Maintaining Exchange Rates 131 Chapter9 Maintaining Products 133 OVERVIEW PT H T 134 Maintaining Products 134 Maintaining Product Lines 138 Maintaining Unit of Measure Codes 139 FAQAD Contents Maintaining VAT Codes 140 Chapter 10 Customer Console 141 OvervieW nennen ernennen 142 Working with the Customer Console 142 Customer Console Search Criteria 142 Customer Console Search Results 143 Using the Go To Option 143 Managing Data Using QAD ERP 145 Chapter 11 Using Reports 147 OVELVIENT MP 148 Using the Reports modu
100. e right click and choose Add Stage Activity The Stage Activity Details window opens Details Subject Enter a name or description for the new stage This is a mandatory field Activity type Select the activity type from the drop down list provided This is a mandatory field Comments Record optional comments regarding the campaign stage Schedule start Schedule end Enter the start and end dates of the stage activity if known Priority Select the activity priority from the drop down list provided FAQAD Maintaining Marketing Campaigns 193 Fig 14 7 EIS Stage Activity ll Details Details Subject Activity type Comments Schedule start 06 Jan 2005 Thu Schedule end 05 Jan 2005 Thu priority When you save the information you entered in the Stage Activity Details window the new activity associated with a stage displays in the bottom left of the Campaign Processing screen The left part of the Campaign Processing screen lets you add edit copy and delete campaign stages and stage activities The right part lets you manage campaign targets and tasks For more details on managing tasks see Managing Tasks on page 74 You can also perform any of the following functions from the right part of the Campaign Processing screen These functions are available in the right click menu Copy To Campaigns You can copy selected targets from the current campaign to another campaign in the dat
101. e Name You may have to enter information in all or some of these fields depending on the activity type you have selected Start Time Enter the date and time when the activity is to start End Time Duration All Day Event check box Indicate the date and time when the activity is expected to be completed or enter the duration Select the All Day event check box ifthe appointment activity lasts all day The field name displayed will depend on the activity type you have selected Reminder Select the Reminder check box if you want to setupa reminder alarm for the activity Indicate the required options Send Reminder by E mail Select this check box and enter your e mail ID if you want the reminder to be sent to your inbox Comments Enter any comments related to the activity that you want to record Other Information Select the Priority Categories Reference Organizer and Status details for the activity Select the Private check box if you do not want other users to have access to this activity Note The Other Information and Associate It With options are available in the Further Details tab for E mail type activity Associate It With Click this button to display the Select Associates window Through the Select Associates window you can associate the activity to any other profile contact opportunity campaign installed base or call Note This button is available in the Further Details tab for Appointment type activity
102. e Scripts module Scripts can also be attached to targets from the Addresses module and added as an activity to the Activities screen 1 From the application menu choose Scripts The Scripts tree view displays the scripts currently defined in the system 2 Selecta script The target browser to the right displays any target profiles and contacts currently attached to the selected script Fig 13 5 Profiles Currently Assigned to a Script Available Scripts amp GENERIC Generic lead generator Soccer Universe Soccer Universe Contact Name Run Date L Breuer 05 11 2002 J MEAKEM Jr 05 11 2002 J MEAKEM Jr 05 11 2002 Click a script in the tree left The profile contact combinations currently attached to the selected script display in the browser right 3 Right click the browser and choose Add Target FAQAD 176 User Guide QAD Customer Relationship Management MOAD Note This menu also contains additional options for working with scripts such as Delete Target Process Script Analysis and so on 4 The Find Profile Contact browse displays Select a profile from the search results and click OK The selected profile and contact record is added to the list of attached profiles contacts Processing Scripts After attaching the script to the profile contact combination the script can be processed Processing a script entails using the script to guide your questi
103. e Settings e iTab Control Commandbars Task Panel Report Control Shortcut Bar Shortcut Caption Popup Control Tab control preferences 7230 Tab control settings Appearance Property page Color Win XP Style Auto size One note color Hot track Bold selected Sample _ Appearance Color Bold selected Hot track Appearance Select a visual style for tabs using the sample at the bottom of the screen as a visual guide Color Select a color for tabs Style Select one of the following styles for tabs Fixed Displays tabs using a fixed size Some tab labels may be truncated Auto size Displays tabs according to the size of their label Compressed Displays the selected tab full size and minimizes the other tabs Hot Track Select this option to have the cursor location on a tab indicated by a color Bold Selected Select this option to cause the text to appear bold on the tab that is selected Defining Preferences and Settings 45 Command Bars Use Command Bars to control the appearance of the command bars You can select one of several different visual themes Use the Sample area as a visual guide for the available themes Fig 3 10 Appearance Settings Walled Command Bars Task Panel Report Control Shortcut Bar Shortcut Caption Popup Co 4 P ic pe preferences 7231 Commandbars settings Visual theme Office 2003 v
104. e owner will be responsible for resolving the customer issues represented by the calls Managing Service Queues 241 Email Address Enter the e mail address that is assigned to this queue Description Enter a description of the service queue Provide the following information about teams or individual CSRs associated with the service queue Team Enter a team to associate with the service queue Any member ofthe assigned team can handle a call for the service queue CSR s Enter the individual CSRs associated with the service queue A CSR must be a user already defined in the system When the CSR logs in to the system the system detects their user ID and provides them access to their assigned service queues MOAD 242 User Guide QAD Customer Relationship Management MOAD 244 User Guide QAD Customer Relationship Management MOAD Overview CSRs are a direct point of contact for customers consequently it is vital to the efficiency of your organization s service function that CSRs are able to perform their responsibilities as effectively as possible Using the CSR maintenance features in the Customer Service module you can record various types of CSR related information such as contact and vacation details assigned service call queues and so on Defining a CSR Use the CSR Maintenance screen to maintain CSR related information such as personal details and contact information vacations preferences and ass
105. e tab screen area has two parts hierarchical and sub hierarchical relationships within an organization display in the left side of the screen while profile contact opportunity and installed base details associated with each hierarchy entry display in the right side The two views at the bottom left let you view a list of all the hierarchies associated with the profile as well as the direct one to one relationships shared by this profile with others Internal Contacts Use the Internal Contacts tab to add edit copy or delete details of contacts within your organization While adding an internal contact you can also assign the contact as a specified customer service representative for your organization To do so select the CSR check box and the Default CSR check box if required Remarks The Remarks tab lets you add any notes that you may want to record for the selected profile You can also insert profile or contact names keywords or the date and time or import a file into the notes you are making A spelling and grammar check option is also available Campaign Use this tab to view and edit campaign details associated with the contacts of the selected profiles The campaign tab screen has two parts The left side displays the Campaign IDs of the campaigns associated with the selected profiles The right side displays the associated campaigns listed by stage Working with Profiles and Contacts 107 You can click the approp
106. e transfer price is the price at which divisions of a company transact products with each other Transfer prices are used when individual entities of a large organization are treated and measured as separately run entities For example if your company manufacturers a product in one location and sends it to another location the product price may differ between locations Transfer Price 2 Enter the transfer price for the second location This price will typically include taxes packaging and transport expenses Warranty Code Enter the code for the product warranty Working with the Installed Base 237 Warranty Expire Code Enter the date on which the warranty expires for the product Maintenance Expire Date Enter the date on which the maintenance contract expires for the product Maintained By Enter the name of the service person responsible for maintaining the product Activities Use the Activities tab to record information about activities relating to the installed product For example you can schedule appointments to be held with profile contacts regarding this installation such as telephone calls letters and e mails To add an activity right click the Activities browser Choose the Add option on the menu and select the type of activity you want to add You can also select an activity from the Add an Activity drop down menu on the application toolbar For information on adding activities see Adding Activities
107. ecord your selection in the system Select your view options from the radio buttons provided To view all group codes select All User Defined Fields If user defined frames and fields are set up for contact persons you can view or edit them through this tab User defined frames and fields give you the flexibility to add parameters to each record based on your unique requirements Note Only a system administrator can create user defined frames and fields through Settings System User Defined Fields For more details see Administration Guide QAD Customer Relationship Management Attachments The Attachments tab lets you attach a document from your hard disk to the system Right click and select Attach Document from Hard Disk from the menu to attach a document of your choice You can also choose the display view of the attachments by selecting from the options available in the right click menu You can also detach open or view the properties of a selected attachment Right click and choose the required option from the menu Note In order to share documents from the Attachment tab and view them successfully make sure that the documents are attached from a shared network drive that is accessible to all users in a team or business unit If any user attaches a document from their local hard drive to QAD CRM through the Attachment tab it will not be accessible to others Working with Profiles and Contacts 125 Scripts Use this tab
108. ected record displayed on your screen through this option On clicking this option the cursor automatically moves to the first editable field in the primary tab Delete You can delete a selected record displayed on your screen through this option The system displays a confirmation prompt before deleting the record FAQAD 26 User Guide QAD Customer Relationship Management Table 2 1 Common Icons FAQAD Save or Undo When you add or edit data in a record the system displays a Save icon on the corresponding screen or tab indicating that you must save the record or undo it before you can perform other tasks in the current module Common Icons The table below lists and displays some of the common icons used across all QAD CRM data screens Icon Action amp X EB p S E a le Saves all changes and closes the interface Closes the interface without saving any changes Saves all changes without closing the interface Saves all changes and adds a new record Undoes the last action you performed Opens a look up from where you can select relevant values Starts the Search utility Opens the Select Color interface Opens the online help file Adds a new record Getting Started 27 Icon Action Copies the selected record CER I Deletes an existing record s Look up Tables and Data Validation The QAD CRM system also provides look up tables to assist you in adding values
109. eferences Report Settings Tab My Preferences General Email Profile Find Cursor Report Settings Regional Settings Activity Settings Report Preferences 7166 Crystal Report Settings Records to Fetch 0 Records to Fetch Enter an integer value to indicate the default number ofrecords a Crystal report should fetch when run Regional Settings Use the Regional Settings tab to define preferences for date and time format and for time interval Fig 3 6 My Preferences Regional Settings General Email Profile Find Cursor Report Settings ih ii A ir Tab 1 Select the check box to use windows date and time format 2 Enter the time interval depending on which time list should be created 7251 Date and Time Settings My Preferences Get windows date and time format Time interval 0 MOAD 42 User Guide QAD Customer Relationship Management Fig 3 7 Time Interval on Time Drop Down Listbox Fig 3 8 My Preferences Activity Settings Tab FAQAD Scheduling MEM E ES Start time 23 Feb 2008 St 2008 Sat po End time 23 Feb 2008 Sat 07 00 Get Windows Date and Time Format Select this option to use the Microsoft Windows format for dates and times displayed in the Time Interval Enter a value to use for time intervals to use on the time drop down listbox in the Scheduling Information area of the Details tab For example enter 15
110. elationship Management MOAD 10 User Guide QAD Customer Relationship Management Fig 1 1 QAD CRM Functional Areas FAQAD Introduction QAD CRM helps streamline business generation and improves salesperson productivity with communications and scheduling tools pipeline and forecast management functionality and customer service capabilities It shortens the sales and marketing cycles by automating your daily activities promotes business growth by letting you store opportunity details and aids in marketing endeavors by helping plan and execute campaigns QAD CRM is fully integrated into core QAD ERP application functions such as Sales Orders Invoicing and QAD Service and Support Management This allows field processing of orders and updates on status of service and support calls The system consists of the following functional areas Sales Management Marketing Management QAD Customer Relationship Management Remote sales and marketing teams can use all applications depending on their access privileges Marketing Management Marketing Campaigns Sales Management E Profiles and Contacts Currencies Tools and Utilities m Activities Products Scripts F 4 Opportunities Reports Remote Sales Customer Service Dashboard QAD ERP Integration Generic Data Import Customer Console Microsoft Exchange Server Integration Overview 11 The Sales Management layer forms the core
111. em description Select Contact let Time zone GMT Category 2 san fee ED Severity 2 i 2 Address Reproducibility 2 Next Status sit Next status date 5 2 2006 fi2z39 25 Assigned to 2 Event date 15 Jan 2008 t v i238 Priority 0 Created by demo zi Service queue 2 ec MELXO The Call Details screen contains the following tabs Tabs Action Details To add call details start by using the look ups on the Details tab for an existing profile or contact Otherwise you can add a new profile or contact through the buttons provided Further Details You can record additional call details in this tab It also lets you add attachments and record the call duration Activities You can view the activities associated with the call here Two views at the bottom of this window let you view both planned activities and call history You can also add a new activity associated with this call if required To enable the Add option in the Activities tab ensure that all information entered previously in other tabs has been saved Getting Started 33 Tabs Action Change Log This tab displays a log of those fields for which auditing option is enabled The fields that display in this log depend on the settings made by your system administrator You can change the settings from the Customer Service module User Defined Fields You can view and update the user defined fields created for this partic
112. end of the shortcut caption Gradient Light Specify a gradient light The gradient light is the color at the left hand end of the shortcut caption Gradient Horizontal Select this option use a horizontal gradient for the shortcut caption Pop ups Use Popup Control to control the appearance of Activities pop ups Click the Sample button at the bottom of the screen to view how pop ups will appear when your selections are applied Defining Preferences and Settings 49 Fig 3 15 Popup Control Appearance Settings Popup control preferences 7236 Popup control settings Visual theme Tooltip theme Animation Slide Animate delay 10 5 Show delay 1 Allow move Sample Visual Theme Select a visual them for the popup Animation Select an animation style for the shortcut caption None Fade Slide Unfold Animate Delay Enter a value to control the delay of the popup window for an activity Show Delay Enter a value to determine the delay between when the button is clicked and the popup window displays Allow Move Select this option to enable the popup window to be moved around the screen Maintaining Personal Details You can record your personal details in the system using the Details feature in Sales Management or Marketing Management the functionality is the same Use the Details screen to maintain your work profile personal details and contact information permissions group a
113. er creating your user profile You should change your default password the first time you log in to the system To ensure data security it is recommended that you change your password periodically Use the Details screen to change your system password Your new password will take effect when you log in again to the system Note The system administrator determines your ability to change passwords 1 Choose Sales Management My Settings Details The Details screen displays 2 Click the Change Password button near the bottom of the screen Security Password Confirm Password 3 The Password and Confirm Password fields are enabled 4 Inthe Password text box enter your old password that you want to change The entered text 1s displayed masked as asterisks Note Passwords are case sensitive so strings like abc and ABC will be treated as two different passwords 5 Inthe Confirm Password text box enter your new password 6 Save your password The system displays a confirmation message 36 User Guide QAD Customer Relationship Management MOAD Setting General Preferences You can set your own personal preferences within the working environment on your machine by using Preferences in Sales Management My Settings or Marketing Management My Settings Note The ability to define general preferences is determined by your system administrator The My Preferences screen contains several tabs General
114. erence 2 Processed by demo 2 History date 31 Jul 2008 Thu X Attach History time 18 08 32 History type notes M Duration 00 00 OT Private E Follow Up Activity Getting Started 31 The Make a Note window contains the following tabs Table 2 2 Tabs Action Make a Note Tabs Contact Notes You can add your notes for the selected profile in the Contact Notes tab Various look ups are available to help you create note details You can assign a follow up activity if required by clicking on the relevant button at the bottom right You can also mark a note as private by selecting the Private check box Contacts You can view information related to the contacts of the selected profile here This tab also lets you add or edit a contact Activities You can view the activities associated with the contacts of the selected profile here Two views at the bottom of this window let you view both planned activities and activity history Opportunities You can view the opportunities associated with the selected profile here The views at the bottom right let you add descriptions and opportunity lines Campaigns You can view the campaigns associated with the selected profile here Add an Activity For details see Chapter 5 Maintaining Activity Types on page 64 Add a Profile There are two methods to add a profile Quick Profile and Detailed Profile If you select Quick Profile from the Add a Profile list box the
115. erences to e mail messages sent to profile organizations A history record is a transaction history associated with sending e mail messages For details on history records see History on page 68 Define e mail composition settings as required Always ask when composing an email Select this option to retain references to sent e mail Select Default Compose Screen Select the UI style of the e mail composition screen Select MS Outlook QAD CRM or the default e mail client FAQAD 40 User Guide QAD Customer Relationship Management Fig 3 4 My Preferences Profile Find Cursor Tab FAQAD Profile Find Cursor Use the Profile Find Cursor tab to define preferences for the Profile Find screen Select an option to indicate where the cursor should be placed when this screen is opened My Preferences Click the radio button where you wish the focus to go when you open the Profile Find frame 7117 Profile Search Settings Profile Name Sort Name Default Profile search based on Sort name O Contact Last Name O Town City O Post Code O Type Profile Search Settings Select an option to specify the focus location when the screen is opened Report Settings Use the Report Settings tab to define the number of records that should be fetched when a Crystal Report is run For details on reports see Chapter 11 Using Reports on page 147 Defining Preferences and Settings 41 Fig 3 5 My Pr
116. ervice Contract Quotes The Service Contract Quotes browser displays the quotes currently defined in the system 2 Right click the Service Contract Quotes browser and choose Add from the menu Note This menu also contains options for deleting and editing existing service contract quotes Details Use the Details tab to provide identifying information for a service contract quote Managing Service Contracts and Quotes 227 Fig 17 1 AM Detaiis Further Details Price Information notes Contract Lines Service Contract er cn ua Quotes Details Tab Contract name Order date 19 Oct 2007 Fi z Select Contact 5 Start date 01 Nov 2007 Thu i Address End date 31 Oct 2008 Fi Purchase order Project Bill to 7 Customer Bill frequency i 2 Contact Last billed E z Address Next bill xi Cancellation date E rl Contract Number Enter a unique number to identify the service contract Contract Name Enter a name to identify the service contract Select Customer Enter the customer to whom this service contract applies Select Contact Enter a contact associated with the customer Address If required enter address information for the contact Typically this field is populated automatically if the customer is already defined in the system Service Type Enter a type of service for this contract For example your organization might offer different levels of ser
117. es Displays the additional charges on all contract lines Discount Enter a discount as a percentage to be applied to the entire contract in addition to price list discounts and discounts for individual contract lines Discount Amount Indicates the discount as a percentage that will be applied to the entire contract Trailer n For all appropriate trailers enter a trailer amount for the contract Total Displays the total for the service contract This figure can be used as the service contract quote for a customer MOAD 230 User Guide QAD Customer Relationship Management Fig 17 4 Contract Lines Tab FAQAD Notes Use the Notes tab to enter additional free format information as required Use the Insert button to insert files date and time keywords profiles or contacts After entering text you can click the Spelling and Grammar button to perform a spellcheck of the text Contract Lines Use the Contract Lines tab to enter information about contract lines for the contract You can specify if a contract line is used by an end user 1 Choose Add Line from the right click menu to display the Contract Lines Details dialog box You can enter as many contract lines as required Service type serial number start date and end date in the Details area originate from the contract header but can be modified if required Contract Line Details Select End User Service type G Line no 1 Serial no Product ID
118. ess Maintaining Your Installed Base Installed base data includes records of all items sold to customers who may be involved in future interactions with your organization Items in the installed base may or may not be under warranty or service contracts An installed base record links three essential elements an item the customer who purchased it and an end user It also maintains details about an item including serial number installation date warranty coverage and how often preventive maintenance is required Installed base records also include information about associated activities customer service calls opportunities arising from the installation and so on Depending on your permissions you can view or update installed base records as required You can add activities for installed base records as well as associate them with opportunities and analysis codes Opportunities automatically become available in the Opportunities module The Installed Base browser displays system records of your installed base Select a record to view details 1 From the application menu choose Customer Service Installed Base The Installed Base browser displays the installed base records currently defined in the system 2 Right click the Installed Base browser and choose Add or Edit from the menu The Installed Base screen displays Working with the Installed Base 235 Details Use the Details tab to record contact information and product de
119. etails Further Details Price Information Notes Contract Lines Price list Credit terms Taxable Site Language Channel Fixed rate Price List Enter the price list to use for this service contract Credit Terms Enter the credit terms that apply to this contract Taxable Select this option to indicate that any contract terms specified for this contract are taxable Site Enter the name of the site responsible for this handling this contract Language Enter the language used by the customer Managing Service Contracts and Quotes 229 Channel Enter the distribution channel through which this contract originated Fixed Rate Select this option to indicate that the rate charged for the service contract is fixed Price Information Use the Price Information tab to enter currency and price information for the service contract You can also define information about discounts and specify trailer charges Fig 17 3 Ig Details Further Details Price Information Notes Contract Lines Price Information Price list Tab Credit terms Taxable Site Language Channel Fixed rate Currency Enter a currency for this service contract If the currency selected is a foreign non base currency the exchange rate displays in the Exchange Rate field Enter pricing information as required Line Total Displays the total of all contract lines Additional Charg
120. ether View Use the drop down to select which view to display Selecting All divides the screen to display all the selected component views together Fig 12 1 Dashboard 163 FAQAD 164 User Guide QAD Customer Relationship Management FAQAD Defining New Dashboards Click Edit on the dashboard toolbar to open the Dashboard Details screen The Dashboard Details screen has two parts the top half is a browser displaying the list of existing dashboards while the bottom half opens the selected dashboard in edit mode To define a new dashboard right click in the browser area and choose Add Details Use the Dashboard Header area to record basic details Dashboard Name Enter a name for the new dashboard you are defining Dashboard ID This is a system generated unique code that appears when you save the new dashboard details Dashboard Description Enter a description for the dashboard you are defining Default Dashboard Select this check box if you want the new dashboard to display as the default Dashboard Permissions Select the appropriate radio buttons to indicate who will have permission to view the new dashboard Dashboard Component Right click to add a new component from the four options available Activity Summary Forecast Sales Sales and Top Neglected Object You can also copy a component from an existing dashboard Use the up and down arrow keys to specify the placement of each component on t
121. file name Filtering Opportunities As in the case of most data based screens after sustained use the system contains an extensive database of opportunity records In such conditions the filtering feature of the system helps you manage these records in the best manner by letting you create filters according to your requirement The Opportunity Filter screen lets you define filters for viewing opportunity records For more details on using filters see the example Filtering Profile Records on page 113 Fig 6 4 Opportunity Filter icix Fiter name Created By User 1D Default Fiter Personal Create DateRecordID demo emo Nc Yes 29 11 2007 RUN 541 0000 demo demo No Yes 31 01 2008 RUYS 6604 76526 0x000 Details Further Details Freeform Query Analysis Codes Products Profile Analysis Codes Permission Sort Name Filter name PR Default Filter Scope and Date range Create Date Due Date Stage Change Date ignore x List Opportunities of Myself C Myteammembers My team Fo E FAQAD Maintaining 116 Working with 94 User Guide QAD Customer Relationship Management MOAD Overview In the QAD Customer Relationship Management QAD CRM system a profile is a business that has an association with your organization A profile can be a customer prospect competitor or supplier Details of a profile include office addresses contact people within the organizat
122. g fields from the Available Fields listbox into the Selected Fields listbox Fig 21 2 Select Call log field s for auditing EI Select Fields for Auditing Available Field s Selected Field s F Description s Description s auth call attachments call comments call date call desc call id call next status call priority call ref call serial no call soln call source call status 2 Specify the criteria that must be met in order for the call to be recorded in the system If Product ID Is Not Available Select this option to enable calls to be recorded for any item Clear this option to restrict calls to those defined in your product database This setting is generally used to restrict service to items you manufacture and sell If Installed Base Record Is Not Available Select this option to enable calls to be taken for any item Clear this option to restrict calls to those for which there is an installed base record 3 Specify preferences for the CSR e mail template These preferences determine the template to use depending on the circumstance Note For details on maintaining e mail templates refer to Administration Guide QAD Customer Relationship Management E mail on new Enter an e mail template to use for a new call recorded in the system E mail on note Enter an e mail template to use when a call recorded in the system has a note attached FAQAD 252 User Guide QAD Customer Relationship
123. g 156 running 149 saving 151 Index business units 33 C Calculator 55 calendar preference settings 42 call auditing 223 call settings 250 Change Password 34 Clear Settings button 36 command bars 45 competitors role player 91 contact mailing preferences 204 contacts 94 adding 120 copying 125 filtering 126 managing 118 searching 94 keyboard inputs 97 sending to campaign 127 contracts service 231 Crystal reports 40 currency maintenance 130 cursor placement preference 40 Customer Console 142 Go To command 143 Go To QAD ERP command 145 screen details 144 search criteria 142 search results 143 customer service calls Call Details 32 creating 218 filters 223 Log a Support Call 32 FAQAD 2 User Guide QAD Customer Relationship Management D Dashboard adding components to 165 components list 162 defining 164 maintaining 158 toolbar 163 data screens common buttons 22 common icons 26 data validation 27 usage 21 date and time format 41 details personal 49 E e mail delivery e mail type activity 29 Send an E mail 29 e mail preferences 38 Event Log 54 exchange rates 131 exclusion list targets 208 exclusion lists 207 export profile records 112 external reports 148 adding 154 running 149 saving 150 external role players 90 F filters activities 61 call 223 contacts 126 marketing campaigns 201 opportunities 92 profiles 113 G general preferences 36 generated reports 149 Greenw
124. ght click the task area of the workspace and choose Add from the menu The Task Details screen displays Note This menu also contains options for editing and deleting existing tasks Fig 5 14 sox Task Details Details Subject Responsible demo Scheduling information Due date 1 5 ar Start date 15 15 2008 Tue Reminder pe A Email ID zj comments Other information Priority B Medium Le Reference 2 Categories 29 Status Not started Associates mE BEEN dein YX FAQAD 76 User Guide QAD Customer Relationship Management MOAD Details Use the Details tab to record the details ofthe task you are creating Subject Enter a subject name for the task Responsible Select the person responsible for performing the task Due Date Enter a date by which the task is to be performed Start Date Enter a date on which the task is to be started Reminder Select this check box if you want the system to send reminders Indicate the date time and e mail ID to which a reminder should be sent Send Reminder by E mail Select this check box and enter your e mail ID if you want the reminder to be sent to your inbox Comments Enter comments if any for this task Priority Select the priority level of this task Reference Select a reference for this task Categories Select the categories to which this task belongs Status Select the current status
125. he Profile Filter screen opens in the edit mode You can modify data on any of the tabs The Profile Filter screen also lets you define a new filter specify users who can use your filters and indicate sort options for displaying the filtered records To add a new filter click the Add icon at the bottom right of the Profile Filter screen The screen now displays in add mode Note The Profile Filter screen also contains a Delete icon for deleting existing filters Details Use the Details tab to name your filter and provide settings You can enter values in some or all of the optional fields Filter Name Provide a filter name for the new filter you are defining Select the Default Filter check box if you want to set this as the default filter option A C Manager Select the External Account Managers for the new filter you are creating Working with Profiles and Contacts 115 Location Enter any or all of the listed location related fields that include Town City County State and Country Post Code To Enter the post code of the location that you want to set as a filter Optionally use the To field to define a range Further Details Use this tab to define filter settings on the basis of profile segmentation and company details You can select the Internal Contacts check box if you want to display those profiles where you are an internal account manager This tab is useful for filtering records from a marketing perspective
126. he columns you want to display in the transaction history You can also add notes for the records displayed Processing Activities You can process activities that have been created for your action To process a selected activity right click and choose Process The Process Activity screen displays Working with Activities and Tasks 69 Fi Process Activity lolx Contact Mr Peter Morley gt et Drofile contact Bytelephone E4 Email GP web Address FE script B Mr Matthew Alan RMJM Architects History Notes a 83 Paul Street Contact Notes Contacts Activities Opportunities Campaigns Enter Notes to be stored in History EEE Ze Subject Letter activtyzzs168 owme D Associate it with Reference estreferemes2 D Attach IE indntO1 sfama gadsam sam_comp compVB images letters bmp Processed by demo Pp Template name fdel 00sc_indCiisgenqadsamV documentClemplateLetter dot History date 31 Jul 2008 Thu gt Letter Name jvisam tesiW Buldis DOCUMENTIRUY4S D0C ooo oS History time so a 2 Start date 29 Jul 2008 Tue 2352 zu Duration 00 00 OF Private J Reschedule this Activity Time frame z Start date 29 Jul 2008 Tue 2352 m Export Header and Data Edit Activity Follow Up Activity x The Process Activity screen has two parts The top half displays profile details and history notes The bottom half contains five tabs descri
127. he screen Maintaining the Dashboard 165 Fig 12 2 La Dashboard Details E nj xi Dashboard ID Dashboard name psshboard description n Dashboard Details ind Record Details Dashboard en Dashboard component Dashboard name New dashboard Dashboard 10 RIVE Dashboard ID D TED fRuvs1 Activity Summary IRUYS 1 Forecast Sales IV Default Dashboard Permissions Anyone Personal to me C Teams C Users PE En Moe o gm m dE S wx Adding Dashboard Components When you add a new dashboard component using the Dashboard Details screen or edit an existing one using the Components button on the toolbar the Dashboard Component screen displays Record the component description in the Description fields Title Enter a title for the component you are adding This title displays as the dashboard heading for the selected component Component ID Use the drop down to select a component ID Component Type Select the appropriate component type Graph or Table Note The Activity Summary component can display only in table format The Graph tab does not display for that option Graph Break by Select a parameter that the system can use to sort data while creating a graph from the selected statistics and define the sort order Graph type Use the drop down to select the type of graph display FAQAD 166 User Guide QAD Custome
128. he xo Scheduled Call Select this option to indicate the call was scheduled Relationship If this call is related to another service call in the system specify the relationship using the drop down menu For options indicating a relationship you also must select the associated call record Monitored By Enter a user who monitored this call You also can specify attachments and the time taken to record the service call as required Activity Use the Activity tab to view planned activities or history for the selected service call for example you can view notes that have been added to a call record FAQAD 222 User Guide QAD Customer Relationship Management Fig 16 5 Call Details Activity Tab El Details Further Details Activity Change Log User Defined Fields 1 Specify settings on the Planned Activities tab as required All Select this option to display all activities logged against this call Open and Not Started Select this option to display open and not started activities logged against this call Closed Select this option to display all closed activities logged against this call Options Select an option to control the information displayed View Reading Pane Enable this option to display the reading pane on the right hand side of the screen The reading pane displays any notes recorded for a service call Auto Preview Enable this option to preview any notes associate
129. hierarchy as it can assist you in making decisions learning more about prospective and present customers and using this information to strengthen sales pitch and marketing efforts You can view specify and delete organizational hierarchy for profiles You can also manage details of the relationship a profile organization has directly with another profile organization Existing hierarchies display in the Profile Relationship screen The screen has two parts hierarchical and sub hierarchical relationships within an organization display in the left side of the screen while profile details associated with each hierarchy entry display in the right side Choose Main Menu Sales Marketing Management Addresses Profile Relationships to open the Profile Relationship screen Profile Relationships a ML CMM List Er Fe Relationship Profile Contact Opportunities Installed Base kikik ET kkkk Profile name tress ress Profile Use the Profile tab to view the list of profiles attached to the selected hierarchy level Working with Profiles and Contacts 117 Contact Use the Contact tab to view the list of contact persons associated with the profiles you have attached Opportunities Use the Opportunities tab to view the list of business opportunities that the attached profiles offer Installed Base Use the Installed Base tab to view the list of products installed at a profile site Maintaining Hierarchies
130. his button on the toolbar the Make a Note window displays In this window select the Profile or Contact for whom you want to make a note As soon as you choose the profile the associated history notes for the selected profile displays in the top right of the screen The Make a Note window also lets you perform the following functions Add contact details for a new contact Refresh Profiles and Contacts information Set up user preferences for view columns MOAD 30 User Guide QAD Customer Relationship Management Fig 2 10 Make a Note MOAD Add attachments and make associations View profile details for selected profile View contact details for selected contact Add opportunity Insert selected details or an imported file Check spelling and grammar Note Press F7 to invoke the spelling and grammar check option This option is available only for text based fields The system displays a confirmation message when the check is complete Once you make a note and save it you can view it from the Profiles module in Activities History 5 x Select Profile Contact Et _ Grote B contact A add opportunity Insert Spelling and Grammar History Notes Ext A C Mgr Sub Group Industry Int A C Mgr Profile Name Empl M Contact Notes contacts Activities Opportunities Campaigns Ss Enter Notes to be stored in History Subject Outcome A Associate it with Ref
131. hown in the figure below MOAD 14 User Guide QAD Customer Relationship Management Fig 1 3 Remote Sales MOAD In the stand alone system data is stored in a local single user database This database is referred to as the remote node The host node is the central database Remote nodes can synchronize data with the host node to make the latest information available to both on site and off site users Remote Sales interacts with the modules of both Sales Management and Marketing Management Data Synchronization is the most important function of Remote Sales This module helps sales personnel working off line synchronize their data with the central system It provides features to Set up the remote node to link with the host node Manually load data from and dump data to the central server Display data received from the host node Automatically upload or download the latest data You must register remote nodes and set data synchronization as required Integration with QAD Enterprise Applications You can integrate QAD CRM with the QAD ERP application You can configure this switch based integration according to your requirements by specifying the modules you want to integrate You can also control the data flow and other behavior The data synchronization is automatic Database and session triggers update the data and fields of the integrated tables are mapped For some modules the system uses user define
132. ic information about a new contact Full Name Enter the full name of the new contact Show as Enter the contact name in the format as you want it to display in all lists Phone numbers and Email In this section enter all the different phone numbers of the new contact Enter the Email address and set it as default by selecting the Default Email Id check box Address This field refers to the profile address and is populated automatically by the system Note If you click on the drop down button in this field the system lets you select which address you want to record and display here You can choose Other Site Address Personal Address or Native Address instead of Profile Address FAQAD 122 User Guide QAD Customer Relationship Management FAQAD Position Department Gender and other fields Enter these details for the new contact through the look ups and drop down lists provided Primary or Former Employee Select the relevant check box to indicate whether the new contact is an existing employee or a former one Contact Dates Indicate the dates when this contact person was last contacted and when the next contact is planned Notes Enter any notes you want to record for this contact Further Details Use this tab to enter further details such as inputs regarding methods of communication Select the preferred means of communication from the drop down list available This tab also lets you add personal information
133. ication database For more details on the customer console see Chapter 10 Customer Console on page 141 Filtering Profile Records Typically the system includes a large number of profile records To help you manage these records the system provides a filtering feature You can define conditions for filtering profile records based on your needs For example you can define a filter to display records of profiles located in a specific country or city The filter utility is flexible and provides you with several options for filtering records Use the Filter drop down list on the top panel to select a filter for the records displayed Otherwise right click the workspace area and choose Filter from the menu You can also choose Filter from the File menu This displays the Profile Filter screen with a list of available filters MOAD 114 User Guide QAD Customer Relationship Management Fig 7 9 Profile Filter FAQAD Pi Profile Filter Eio xi Fiter name Created By User 1D Create Date Default Filter Person Record 10 ecords demo demo les Yes 3 3 All r 13 08 2007 Y RUYS test filter 123 demo 14 01 2008 No Yes RUYS 6587 3 Details Further Details Freeform Query Analysis Codes Permission Sort Name Filter name TV Default Filter External Account Managers A C Manager A Location Town City A County NENNEN A se Oo Country a A Post Code To I 1 y Note T
134. ice number associated with the sale Sales Order No Enter the sales order number associated with the sale Last PM Date Enter the date on which preventive maintenance PM was last conducted Next PM Date Enter the date on which PM will next be conducted PM Days Enter the duration of the preventive maintenance cycle for this item in calendar days MOAD 236 User Guide QAD Customer Relationship Management MOAD 2 Enter details ofthe installed base product as required Product ID Enter the ID of the product installed Model Version Enter a model number or version number of the product Marketing Code Enter a marketing code associated with the installed product This is a company standard code used by marketing personnel Installed Date Enter the date on which the product was installed Status Enter a status associated with this product installation Serial No Enter the serial number associated with the installed product Reference Enter a reference number associated with this item Note The combination of the serial number and reference number make the installed base record unique Currency Enter the currency in which the sales transaction was conducted Effective Date Enter the date on which the sale was effective Quantity Enter the quantity of the product involved in the sale Sell Price Enter the sale price of the installed product Transfer Price Enter the transfer price for a location Th
135. ich Mean Time GMT 38 l inclusion lists 205 targets 206 MOAD installed base 234 internal role players 90 interval time 42 inventory product 137 L letter generation Letter type activity 28 Send Letter 27 lists exclusion 207 inclusion 205 target 208 live scripts 169 login 18 logoff 19 logs event 54 M Make a Note 29 marketing campaigns 184 filtering 201 media sources for 199 planning 185 processing 189 role players 188 stage activities 192 stages 191 targets 193 media sources adding 188 managing 199 marketing campaigns 199 My Preferences dialog box 37 N non working days 246 O opportunities filtering 92 following up 78 identifying 78 lines details 86 maintaining 80 orders finalizing 79 post sales service 79 quotes and deals 79 order of sections in scripts 171 P partners role player 91 password changing 34 maintenance 34 persistent mode 56 personal details 49 popup control 48 preferences activity settings 42 appearance 43 contact mailing 204 e mail 38 general 36 Profile Find cursor 40 regional settings 41 report settings 40 product inventory 137 productlines 138 products 134 Profile Find cursor preferences 40 profiles 94 adding 31 99 address types 104 filtering 113 maintaining 98 100 Profiles Details screen 100 relationships 116 remote nodes 110 reports 112 searching 94 keyboard inputs 97 sending to campaigns 111 Progress programs 55 Q questions script 171 queues
136. igned queues 1 Choose Customer Service CSR Maintenance The CSR Maintenance browser displays the CSRs currently defined in the system 2 Right click the CSR Maintenance browser and choose Add from the menu Note This menu also contains options for deleting and editing existing CSRs Details Use the Details tab to record identifying information for a CSR such as their CSR ID name position and so on Maintaining CSRs 245 Fig 20 1 Details Holidays Preferences Available Queues CSR Maintenance CSR ID JD Service area 2 Details Name and Initials Status Position Calls per day 0 Phone numbers and Email Skill level s p m BE Business Email Private Email Address CSR ID Enter a unique code for the CSR Name and Initials Enter the name and initials for the CSR Position Enter the position held in the organization by the CSR for example Support Analyst Service Area Enter the service area in which the CSR operates Status Enter a status for the CSR For example enter Active to indicate that the CSR is currently performing this function Calls per Day Enter the number of calls that the CSR can be expected to handle during a normal business day This value may be affected by the skill level rating Skill Level s Enter a skill level for the CSR For example this might be a rating of their technical ability Specify contact information for the CSR as required Holidays
137. ilar options are available for Edit and Delete You can run browser reports from any browser within the system Right click and choose Report View to display a browser report You can control the number of records to display in a browser report For details see Report Settings on page 40 However the following kinds of reports can be run only from the location where you save them New instances of browser reports that have been saved under the Send To or Browser Reports category Custom reports that have been created using the Report Writer and belong to the Send To or Browser Reports category Such reports appear in the drop down list that displays when you run a browser report from the same location FAQAD 150 User Guide QAD Customer Relationship Management Fig 11 2 Running Reports File Edit View Options Reports Generated Using i zer Report Writer i M FirstPage 4 Previous Page 1 D NextPage Dl Last Page 100 iE Fields Fiter 2 Sort E Group Record Highlight ll Graph Jr i ll Save Restore Default Make Default Export El Page Setup amp bPrint X Close 2 Undo S Redo _ Refresh Stop i Browser Report I amp z 3 g E Description Union Currenc UAE dirham Ethiopian birr inv euro Fiji dellar Falkland Islands pot Em sterling Gibraltar pound dalas inv Guinean franc PEEPS ESTEE EE 333933333 33333333333333888333883 Note While saving these re
138. ilarly filter all external reports Adding External Reports The system lets you add or edit external reports from the Reports screen Right click and choose Add External Report to open the External Report Details screen FA QAD Using Reports 155 Details Name Enter a name for the report you are adding This is a mandatory field Description Enter a description for the new report Category Enter a new category or use the look up to choose the appropriate category for the new report This is a mandatory field Report ID Enter a unique code for the report if required Procedure to Run Choose the procedure through which you want to run this report by specifying the path to an executable program file This is a mandatory field Note The Procedure to Run field appears populated if you open the External Report Details screen by saving from a report display Permissions Use the look up buttons to choose access rights to the report you are adding Type asterisk to give access to all user groups Menu Object Key Select this check box if you want to access the report from some other module in the CRM menu Use the look up to choose the alternate modules Make available this Report from Select this check box if you want to access the report from some other screens in the system Use the look up to choose the screens Run Persistent It is recommended that you keep this check box selected to reduce the time taken to l
139. in Advance Enter the number of days in advance the reminder should display on the Activities calendar Delegated To Enter a system user who is responsible for this activity You must select a user defined in the system Typically this user is the user entering the inclusions Note The activity defined for this inclusion appears on the Activity calendar for the delegated user Targets Use the Add Target to Inclusion List dialog box to add targets for your inclusion list Targets are profiles and or contacts that are identified as the intended audience for your inclusions Note To display this dialog box right click the Targets browser and choose Add from the right click menu Fl Add Target to Inclusion List E Details Select Profile J Select Contact Quantity 1 Start From 17 0ct 2007 Wed Ed Maintaining Contact Mailing Preferences 207 Select a profile and or contact to add to the inclusion list After selecting a profile enter a date on which this target s inclusion on this list should expire You also can build your target list by using search criteria For details see Building a Target List Using Search Criteria on page 208 Note After creating a target for your inclusion list right click the target and choose Send Mail or Send Letter to send the target your inclusion An activity is entered as a reminder on the Activity calendar For details see Chapter 5 Working with Activitie
140. in the browser reports category However you can run these reports only from the location where you saved them see Running Reports on page 149 Note You cannot select a category when saving browser reports from the report viewer Maintaining Report Category Details The system lets you categorize report formats based on your requirements The Standard Reports category includes standard reports supplied with the system However you can create and maintain other categories such as Browser Reports and Dashboard to store custom report formats The current version of the system provides two different categories of reports Standard reports Browser reports MOAD 152 User Guide QAD Customer Relationship Management Fig 11 3 Add Category Available Reports Fig 11 4 Report Category Details FAQAD Categorizing reports helps you access them easily For instance if you have five reports based on profile records that you frequently use create a category named Profile Reports and save all these reports under that category 1 To add a category right click the Available Reports bar or the arrow sign next to it Available Reports Q Dashboard Browser Reports Standard Reports 2 Choose Add category from the menu to display the Report Category Details window Report Category Details 2 xl I Details Category Description 3 Enter the category name and description and save the record to add a
141. includes sending quotes of your products or services and negotiating the deals Several activities are involved in this stage such as sending out quotes formulating any discounts and special offers meeting prospective customers and negotiating terms and conditions of the prospective sales Finalizing Orders Once prospective customers are satisfied with the quotes and terms of your offerings you proceed to finalize the order This stage involves signing business contracts and purchase orders and processing the business transaction Offering Post Sales Service Although the formal opportunity management process ends with the final order it should be followed by post sales activities such as customer care and customer follow up activities These activities are important to maintain a good relationship with customers and to create the opportunity for future sales or repeat orders It is also possible that an opportunity is put on hold by the prospective customer during any stage ofthe opportunity management process Such opportunities must be followed up to gain business whenever the prospective customer is ready to give it MOAD 80 User Guide QAD Customer Relationship Management Fig 6 1 Opportunities FAQAD Maintaining Opportunities The Opportunities module lets you manage a list of opportunities specify opportunity details identify key people involved in the opportunity and maintain details of quotes and orders
142. into the system if the corresponding installed base record is not available Quote Prefix Enter a prefix to affix to the quote for the service contract Contract Prefix Enter a prefix that should be affixed to the contract Defining Customer Service Settings 253 Note Values specified in the Quote Prefix and Contract prefix fields are used to distinguish between database records for quotes and contracts since these records are stored in the same database table Billing Frequency Enter a billing frequency for the service contract MOAD 254 User Guide QAD Customer Relationship Management MOAD A Account Manager A system user responsible for managing profiles A territory can have an internal account manager and an external account manager C Client Relationship Management CRM A Customer Relationship Management system is an approach to understand customer requirements and behavior CRM also includes studying sales and marketing effectiveness and market trends CRM requires a customer centric business philosophy to support effective marketing sales and service processes Glossary E Enterprise Resource Planning ERP An ERP system integrates manufacturing and related applications for an enterprise Its database enables departments to share and communicate information Modules include Accounts Receivable Accounts Payable Purchasing among others QAD Customer Relationship Management QAD CRM integra
143. ion and information about the organization such as its annual turnover and the number of employees A profile record also includes information on how you evaluate the concern for business purposes Contacts are people working for a profile with whom you communicate for conducting business related activities Your company maintains its relationships with the profiles in its database through these respective contacts For example you may contact a manager working for a profile to make a business appointment In this case the manager is a contact person There can be more than one contact person specified for a profile The Profiles module forms the core of the QAD CRM system It is designed to assist you in managing your profile and contact details effectively You can specify comprehensive customer information here that becomes the basis for other major modules like Opportunities Campaigns Activities and Reports If you enable QAD ERP integration on your system you can transfer profile information to QAD ERP and receive customer information from QAD ERP Using the Generic Data Import utility of QAD CRM you can import profile and contact details from external sources The Profiles module ensures easy creation and maintenance of database records that can later be used extensively in sales and marketing efforts Searching Profiles and Contacts As you use the system over a period of time you can have a large database of profile and contac
144. ivity tasks use local time settings Email Use the Email tab to define general user e mail preferences such as how e mail is saved and composition settings Note To define e mail templates use the Emails feature in the Template Manager folder For details refer to Administration Guide QAD Customer Relationship Management Defining Preferences and Settings 39 Fig 3 3 aix My Preferences E mail Tab Profile Find Cursor Report Settings Regional Settings Activity Settings Enter your preferences in relation to saving sent Emails to Profile History Please note these settings will only apply if you have Exchange Server integration working 7056 How Email is to be saved in Profile History C Always keep reference of sent mails in Profile History C Never keep reference of sent mails in Profile History Prompt before creating history record for sent mails Email Compose Settings IV Always Ask when Composing an Email Select Default Compose Screen MS Outlook C QAD CRM C Default Email Client Define e mail save settings as required Always keep reference of sent emails Select this option to retain references of e mail messages sent to profile organizations Never keep reference of sent emails Select this option to never retain references of e mail messages sent to profile organizations Prompt before creating history record Select this option to have the system display a prompt before storing ref
145. layed Selecting the check box next to a task indicates that the selected task has been completed and its current status is Closed This will also apply strikethrough formatting to the selected task You can view the displayed task records in six different views Right click the task area to select the required view from the options available The views available are All Tasks Displays all task records irrespective of the start date end date and status Today s Tasks Displays tasks scheduled for the current date Active Tasks for Selected Days Displays tasks scheduled for the days selected in the monthly calendar Tasks for Next Seven Days Displays tasks scheduled for the next seven days from the current date MOAD Working with Activities and Tasks 75 Overdue Tasks Displays tasks that have not been completed or closed despite passing their end dates and are therefore overdue Tasks Completed on Selected Days Displays only those tasks that have been completed and have their status as Closed for the dates selected in the monthly calendar Maintaining Tasks You can see the details associated with a task by double clicking on it This opens the Task Details window You can also right click the task area to add edit copy delete or create associates for a task 1 Choose Sales Management Activities The activity calendar displays in the workspace along with the monthly calendar and the tasks assigned to you 2 Ri
146. le 148 Understanding Report Types 148 Running Reports sus d e Rh AVR ae ne 149 Viewing Reports 150 Saving Reports une sanken RR 150 Maintaining Report Category Details 151 Using Standard Reports 152 Filtering Standard Reports 153 Adding External Reports 154 Creating Browser Reports 156 Using the Report Writer 156 Maintaining Your Dashboard 158 Managing Output Channels 159 Chapter 12 Maintaining the Dashboard 161 OVERVIEW xu nos tas el cote ee eee be ke OS ede equ 162 Using the Dashboard 162 Defining New Dashboards 164 Adding Dashboard Components 165 Chapter 13 Working with Scripts 167 OVEIVIEW a ee ee ee ee dee de 168 vii viii User Guide QAD Customer Relationship Management Maintaining Scripts 168 Creating Scripts ui esi asrest CARN ah 169 Creating Sections and Subsections
147. les related reports The various modules of the Sales Management layer interact within themselves to assist you through the selling cycle The modules in the Sales Management layer are Activities Opportunities Addresses including Profiles and Contacts Currencies Products Customer Service Remote Sales Customer Console Scripts Dashboard Reports Tools and Utilities QAD ERP Integration optional Though most of these modules are also available in Marketing Management Opportunities and Currencies are unique to the Sales area If you use QAD ERP you can also choose to add the QAD ERP Integration module In addition to these modules QAD CRM also includes various inherent features like the ability to send e mail messages to contacts directly from the system and create documents for single or multiple contacts using the mail merge facility It also provides access to various tools like the calculator and the event log and lets you run external programs MOAD Overview 13 Marketing Management Marketing Management integrates with Sales Management seamlessly It boosts marketing efforts by improving the efficiency of lead generating activities competently selecting appropriate target markets and effectively managing campaign execution for consistent success Marketing Management helps companies create target lists based on key criteria that focus the campaign on high probability prospects The solution facili
148. likelihood of landing a project Example This example indicates the difference between the Probability and the Project Probability fields Probability When salespersons manage their opportunities they need to assign a probability to the business This acts as a weight on the inquiry and quote By recording the probability percentage as accurately as possible you can ensure that the forecast that emerges is more realistic Suppose an inquiry is valued at 10 000 with 8096 probability In such a case the forecast value becomes 8000 and the salesperson s funnel also becomes 8000 Project Probability This value acts as a separate weighting factor that works cumulatively with the Probability value and can further modify the forecast It could be used as a measure for The seriousness of the customer regarding the project are they just looking around for ideas or do they have the funds to invest The competence of the salesperson in accurately gauging the client response the Sales Managers can use this field in case they think their sales team is being too optimistic Currency Enter the base currency of the transaction in case this opportunity turns into a sales order Effective Date Select the effective date of the transaction from the calendar This date is used by the system to calculate the exchange rate if the opportunity results in a quote or an order Calculate Amount Select the appropriate radio button If you select
149. lso can create a target list using search criteria For details see Building a Target List Using Search Criteria on page 208 Building a Target List Using Search Criteria Using the Build Target List option on the right click menu you can define search conditions and then automatically search either the profiles or contacts that are defined in your system to build a target list for either an inclusion or exclusion list You can then modify the target list as required Note You also can use the Build Target List dialog box to import your list of targets from one inclusion list or exclusion list to another list of the same type To display the Build Target List dialog right click the Targets browser and choose Build Target List Maintaining Contact Mailing Preferences 209 Note The right click menu also provides other options for targets such as sending e mails or letters or viewing an associated profile You also can edit targets for example to modify the number of literature items to be sent to a target Fig 15 5 FA Build Target List Eg Build Target List Profile Characteris U Basieselecton Address 1 begins x 1 Advanced Selection Analysis Codes Contact Characteri A Basic Selection Advanced Selection Analysis Codes Communication Channels Mailing Preferences Inclusion List Exclusion List Show me the count Number of Profiles 0 Number of Contacts 0 ev x ae
150. mpaign Ci Stagels z Profile Name Tincusionuists Flagged Line No Date Processed Cleared On Hold elegated to co NEN amp CES no 12201208 Yes No demo Processing Stages C3 Email 2 Q Knight Frank amp Rutley 2 22 01 2008 Telephone 848 FY Q London Borough Of Hackney 3 22 01 2008 Z Q London Borough Of Tower Ha 4 22 01 2008 Make cold calls 848 Ga Organise demos 3 Q Studios Architecture 5 22 01 2008 Receive quotes 0 Q Metropolitan Police 6 22 01 2008 Q R G Howell Arics 7 22 01 2008 Q National Air Traffic Servi 8 22 01 2008 Q Thomas amp Thomas Associates 9 22 01 2008 Q D G Holmes amp Son 10 22 01 2008 Q Advanced Conservatory Roof 11 22 01 2008 Q Classic Duo Limited 12 22 01 2008 Q KS Associates 13 22 01 2008 Q Flestwood Uk 14 22 01 2008 Q Eradicure Limited 15 22 01 2008 Q St Catharines College 16 22 01 2008 Q Gary Evans Building Contra 17 22 01 2008 Q Barrow Community Regenerat 18 22 01 2008 Q Charles Stewart Developmen 19 22 01 2008 Q Fidelity Investments Limit 20 22 01 2008 Q Janice Kendrick Design Ser 21 22 01 2008 Q BAE SYSTEMS 22 22 01 2008 4 Target type al Contact methods Any Preferred method You can alter the view of the displayed records by selecting appropriate options from the Target type and Contact methods drop down lists Adding Campaign Stages To add a stage right click the Stage folder and choose Add Stage The Stage Details window displays De
151. mpaigns are targeted at specific market segments A typical marketing campaign aims to promote a certain product or product line and includes predefined sequential stages Campaign Result Analysis 3 S 2 E S 5 E e Sem 6 3 33 g Product or Za Product Line 2 a wo N 2 G d 6 eg Maintaining Marketing Campaigns 185 Vital information for future analysis is also gathered through each of the campaign stages Once a campaign is completed the gathered information is analyzed to judge the campaign response and to make strategic and informed business decisions The success of a business also depends on optimal utilization of time effort and resources To assist and streamline campaign management the system offers the Marketing Campaigns module The Marketing Campaigns module lets you Design and detail campaigns and their stages Maintain target audience information Calculate and assign costs at each stage Choose the appropriate campaign media Execute campaigns according to planned schedules Planning Marketing Campaigns The Campaigns sub module lets you view and maintain all existing campaigns and campaign templates and add new ones Choose Main Menu Marketing Management Marketing Campaigns Campaigns to open the Campaigns screen The Campaigns screen has two parts The top half is a browser displaying the list of campaigns and campaign templates in the database the bottom half ope
152. mplates include the required format and all information and fields required to create a letter When a letter is created typically the fields in the document are merged with information of the record for which you perform this activity Getting Started 29 Send an E mail Choose this option to send an e mail to a selected profile or contact When you click this button the Select Compose Screen pop up opens Fig 2 9 aix Select Comp se IV Always Ask when Composing an Email Screen Select Default Compose Screen QAD SFA MA Default Email Client On the Select Compose Screen pop up you can select the e mail client you want to use To use the selected client for future mails leave the check box clear To choose the mail client every time select the check box The system lets you save a record of the e mails you send as part of the selected profile s transaction history To include a reference to your e mail in the profile transaction history go to My Settings Preferences and select the required option Note When you send an e mail through the Activities module it automatically gets included in the profile transaction history even if you have selected otherwise in My Settings Preferences Make a Note Notes are a useful method of taking down vital information regarding a particular profile or contact Notes get updated to the Transaction History for that profile and can be referred to at a later date When you click t
153. n This will exclude all targets From the present Campaign who wish to Li st be excluded from the Following type of mailing 7239 Selected Exclusion List s El Applies To Current Stage Whole Campaign Import Targets Use this option to import targets for a campaign from an external source or file The Import Campaign Targets screen lets you select whether you want to import internal profiles and contacts or external ones Fig 14 16 Import Campaign Targets e Import Campaign Choose to import targets for the selected Campaign Stage from one of the following comma or space delimited Targets Internal Profiles Contacts A file with the sht field for Profile ID and cont_id field For Contact ID External Profiles Contacts A File with Fields that must be mapped to the Fields in the system database before xl Internal Profiles Contacts C External Profiles Contacts Import file name 3 Delimiter Comma Start Import viewLogFile X To import internal profiles and contacts select the appropriate radio button attach the required file and click Start Import This completes the process of importing campaign targets from a file and the system displays a confirmation message on successful completion Fig 14 17 2d Import Campaign The Import Targets process is complete Do you want to view the log file now 183 Targets x Confirmation Message I You can choose to view the log file for the import created by the system
154. n detail later in this guide see Filtering Profile Records on page 113 Filter options for other modules function on similar lines Record Count Lets you see the total number of records displayed in the current filter Report View Lets you transfer selected or all records into a browser report layout This option picks up report data from the browser directly Note If you select one record and choose this option the report is generated for all the records in the browser However if you select multiple records the report generated will reflect only the selected records For details on reports see Chapter 11 Using Reports on page 147 Getting Started 25 Export Lets you control the output format of your generated report through the Export Wizard You can export to an application disk file Microsoft Exchange folder mail recipient or a printer Fig 2 7 Export Wizard Export Wizard 2 x Export to Disk File Microsoft Exchange Folder Mail Recipient Eu Description Opens Report in an Application 7215 For details on data export see Managing Output Channels on page 159 Add You can add a record to the existing database through this option A blank screen displays with default values filled in You are required to fill in the relevant fields here For more details on performing the Add function for each menu see the related section in this guide Edit You can edit a sel
155. n toolbar Note You can attach a note to a service call record by selecting the call record and then clicking the Make a Note button in the toolbar Then click the Associate it with button on the Contact Notes tab Locate the call record and enter the text of your note into the Contact Notes panel The note is available in the Notes panel on the Activity tab Details Use the Details tab to define identifying information for a call 1 Managing Customer Service Calls 219 Fig 16 3 Call Details Details Tab Wil Details Further Details Activity Change Log User Defined Fields Call ID Product ID 2 Description Serial No p Installed date PP oa o C Warranty expire date 77 z Reference 2 Contract No Service type Cal date 30 0c 2007 1025 1 2 Contract start date F Contract end date F7 3 Origin D Call information Caller information Subject Select Profile g Problem description Select Contact Time zone Start date 77 Status Next Status Next status date P7 Event date 30 Oct 2007 T x Created by Mikep Provide the call identifying information as required The call ID is generated automatically by the system when the call is recorded Serial No Enter a serial number The system finds any associated installed base record and populates the customer contract and product information Origin Enter the origin ofthe call For ex
156. nchronisation Status Report Synchronisation Status Report psyncsummary p Standard Reports no test Standard Reports yes User Summary Report User Summary Report pusersummary p Standard Reports pactsummar Understanding Report Types The system offers two types of reports External reports QAD CRM generated reports External Reports There are two types of external reports Those supplied with the system are called standard reports Using Reports 149 Those that you add can be saved by any name under any category of your choice External reports can be added directly from the Reports screen or by saving new instances of the existing standard reports For details see Adding External Reports on page 154 QAD CRM Generated Reports There can be two types of QAD CRM generated reports Those reports that are viewed and then saved from a browser are called browser reports Those that are created using the Query Builder and the Report Writer are called user defined reports For details see Creating Browser Reports on page 156 and Using the Report Writer on page 156 Running Reports You can select an external report and run it directly from the Reports screen There are multiple ways to run a report Select the report and do one of the following Click Run this report on the toolbar Right click and choose Run this report Choose Run this report from the File menu Note Sim
157. ncies 131 Fig 8 1 Bl petais Currency Currency Maintenance Description i Details Tab v Active Member of Union Union Currency Is Currency Enter a unique code for the currency Description Enter a description Typically this identifies the country the currency belongs to and the full name of the currency Active Select the check box to make the currency available for use in the system Member of Union Select the check box if the currency is part of an economic union such as the European Union EU Union Currency Only available if the Member of Union check box is selected Enter the union currency Maintaining Exchange Rates An exchange rate is the current market price for which one currency can be exchanged for another The system uses exchange rates in order to display prices for items such as opportunities and products that are denominated in a currency other than the base currency of the system For example all quotes and order prices are calculated in a target currency in addition to the base currency Note Some currency codes are provided during installation If your QAD CRM system is integrated with a QAD ERP application the initial data load procedures synchronize currency and exchange rate information between the applications Use the Exchange Rate Maintenance screen to maintain exchange rates The Exchange Rate Maintenance browser displays the exchange rates currently define
158. nd Relationship tabs receive their data from the system The customer console shows up only for those records that have a customer number assigned to them in the QAD ERP application database The system validates the customer number of the selected record when you right click and choose this option Only if a customer record with the Customer Console 145 same customer number exists in the QAD ERP application database the system displays the customer console screen Otherwise it displays an error message or makes this option appear unavailable You can edit only that data in the customer console that is derived from the QAD CRM database This includes managing activities through the Activities tab adding or attaching hierarchies and sub hierarchies through the Relationship tab and maintaining Contact details by double clicking the contact name Managing Data Using QAD ERP You can use the Go to QAD ERP command from the right click menu to launch QAD ERP through the QAD NET UI You can then log in and access records directly For example you might use this feature to view or update sales quotes You must have access to the QAD NET UI to use this command You must perform a client install in order to use the NET UI For details on setting up the link with QAD ERP refer to Installation Guide QAD Customer Relationship Management You must have a valid user ID and password defined in QAD ERP Menu access is subject to menu security
159. nd so on FAQAD 50 User Guide QAD Customer Relationship Management You also can use this tab to change your password for details see Changing Your Password on page 34 1 Fig 3 16 Details 2 3 4 FAQAD Choose Sales Management My Settings Details or Marketing Management My Settings Details The Details screen displays Details Holidays User ID Manager demo d Position Systems Manager pe Phone numbers and Email HomeTe J Business Email A Last login time 7123 0 2007 Tue 10 08 Department IT 2 Time zone lo Permission Group IT Notes Type 2 Language A v System Administrator Former Employee amp 88 Account expires GNevr OtEndof Private Email Address Security Password Confirm Password Change Password Enter your position and time zone information as required This information is used in certain components such as the CSR module and for profiles of internal contacts Position Enter a position defined in the system Manager Enter the name of your manager defined in the system Department Enter the name of the department you belong to Permission Group If permission groups are defined in your system enter the group you belong to Time Zone Enter the time zone of the location in which you work Enter your phone number e mail and address information as required Enter any additional info
160. nformation about products that originate outside their own national borders Consequently accommodating multiple foreign currencies and establishing exchange rates is a common business practice The Currencies module in the Sales Management folder provides a full set of functions that enables your system to support product pricing information Use the Currencies module to define currencies and maintain exchange rates You must define one currency as your system base currency You can define as many other currencies as your company uses Maintaining Currencies Currencies identify specific monetary units The currency browser displays currencies currently defined in your system Use the Currency Maintenance screen to maintain currency codes for your base currency as well as any other currencies your company uses Note Some currency types are provided during installation If your QAD CRM system is integrated with a QAD ERP application the initial data load procedures synchronize currency and exchange rate information between QAD CRM and the QAD ERP application You also can maintain exchange rates if you use multiple currencies in your system For details see Maintaining Exchange Rates on page 131 1 Choose Sales Management Currencies Currency Maintenance 2 Right click the Currency Maintenance browser and choose Add from the menu Note This menu also contains options for deleting and editing existing currencies Maintaining Curre
161. nitiate the next stage of your marketing strategy for example you might want to include these target profiles in a marketing campaign 1 Selecta script in the tree view The target profiles contacts for the script display 2 Right click the target list and choose Script Analysis Alternatively click Script Analysis in the toolbar The Script Analysis box displays Fig 13 8 Script Analysis FA Script Analysis KFCSUM Script target using Show entire script questions in one go Allow selection using one question in turn Default Section 1 What is your store reference Number begins vl AND OR v 2 What is your current method of Waste Disposal Bags 240 Litre Wheelie Bins 330 Litre Wheelie Bins 1100 Litre EuroBins Small Skip Others AND OR v 3 How many of these waste containers do you have begins AND OR v 4 How many pickups collections do you have per week lt FAQAD Working with Scripts 179 Note You can either display all script questions at once or step through the questions one at a time This procedure shows how to analyze a script using one question at a time 3 Ifitis not selected already select the Allow selection using one question in turn option The question icon displays 4 Click the question icon The Next Question box displays Fig 13 9 Next Question gt EC Default Section 0 What is your store reference Number 10 What is your c
162. ns the selected campaign in edit mode MOAD 186 User Guide QAD Customer Relationship Management Fig 14 2 Campaigns FAQAD xe fue 5 5 FFtetuscode 7 tatus Planned Start Date Planned End Date co ordinator to rye ev Apr 9 Anug Anuga Food Tech Planned 01 04 2009 30 04 2009 ev Feb07 Ipack Ipack Ima Planned 01 02 2009 28 02 2009 e EOS IEOSA NW Futurama Show plan 01 11 2008 lev_Nov08_Indur Induarroz 01 11 2008 30 11 2008 E lev Nov08 SCAF Sintercaf 2008 plan Planned 01 10 2008 30 11 2008 C Brown lev Julo8 LISDBC US Dry Bean Convention 2008 plan Planned 01 05 2008 31 07 2008 C Brown Jev_May08_AHP Almond Hullers Conference 2008 plan Planned 04 04 2008 08 05 2008 C Brown lev_May08_SCAP Specialty Coffee Association of America 2008 plan Planned 01 04 2008 31 05 2008 C Brown lev Feb08 NPSA National Pecan Sheller Winter Mtg 2008 plan Planned 18 01 2008 20 02 2008 C Brown RUYS 25 This is Template Plan Planned 18 01 2008 18 01 2009 khb Reg gt Text Stage Cost Role Players Opportunity Statistics Code ev Decos oa Status Planne gt ost and budget Name EOSA NW Futurama Show Total cost of Campaign stages EUR mwe D Miscellaneous cost 7 EUR Co ordinator ID Bom A Toalcos EUR Totalbudgetalocated EUR Estimated revenue D EUR T This is a joint Campaign Schedule Planned start date 01 Nov 2008 Sat T Act start date D1 N
163. o can specify a default quantity frequency and associated activity to serve as a reminder For details see Defining an Inclusion List on page 205 2 For each item of literature specified define your targets This entails identifying the profile and contact the number of items to send in the mailing and validity dates You can add your targets individually or by building a target list using search criteria For details see Building a Target List Using Search Criteria on page 208 3 Foreach target send an e mail or letter as required For details on these activities see Chapter 5 Working with Activities and Tasks on page 59 4 Define your exclusion list if appropriate For details see Defining an Exclusion List on page 207 Maintaining Contact Mailing Preferences 205 5 Define the targets for your exclusion list You can build your target list manually or by using search criteria as for inclusion lists For details see Building a Target List Using Search Criteria on page 208 Defining an Inclusion List Use the Inclusion Details screen to maintain an inclusion list An inclusion list specifies the target records to include for a specific stage of a campaign or for an entire campaign You can define the types of literature for an inclusion list as well as the intended targets for each inclusion You also can define an exclusion list for details see Defining an Exclusion List on page 207 1 Ch
164. o select a continuous block ofrecords click the first record hold down the Shift key and then click the last record A status bar at the bottom of the screen displays the company user user time zone node name and type client type date time number of selected records and software version Navigation You can access the assigned modules and sub modules through the system menu Menus and menu options are located on the left pane ofthe application window This menu structure is also referred to as the tree view You can expand a menu to view and select its submenus and menu options In addition to the tree view the system also provides a drop down menu panel to let you access functions easily Toolbar Buttons Toolbar buttons provide a shortcut to system features and tasks The system has a default toolbar and various module specific toolbars that appear when the relevant modules are selected You can configure and customize to your needs Right click the toolbar area to select or deselect options You can hide or display portions of the toolbar depending on the options you select If you resize the window or if all the buttons do not fit in the toolbar panel a drop down button displays in the navigation pane Click this button to view and use buttons that are available but hidden Working with Data When you have records displaying in the main screen the toolbar lets you navigate between the previous and the next screens
165. oad reports MOAD 156 User Guide QAD Customer Relationship Management Fig 11 6 External Report Details MOAD External Report Details xl Details Name p 7 Report ID E Description Te y E Category Standard Reports 2 Procedure to Run pactsummaryp wo Permissions Enter Permission Group s who can access this Report Enter those User ID s who should not access this Report Other Settings Menu Object Key Le Make available this Report from rm FS Jv Run Persistent Save the record to list the new report in the Reports screen under your chosen category You can now run edit or delete it like any other external report Creating Browser Reports You can create browser reports in the system through any of the data screens By definition browser reports provide a report layout of the records displayed in the browser To access default browser reports right click any data screen and choose Report View The browser report displays in the report viewer You can modify the settings ofthe report through the toolbar buttons then save new instances of a displayed browser report For details see Saving Reports on page 150 Using the Report Writer You can generate various custom or user defined reports through the Reports module These reports are created using the Report Writer and can be saved under any category Using Reports 157 System administ
166. of this task Associate Click the Associate It With button to associate the task with any of the associate types The types available are Profile Contact Opportunity Campaign Installed Base and Call 78 User Guide QAD Customer Relationship Management MOAD Managing Opportunities Managing business opportunities is an integral part of business generation efforts It involves identifying business opportunities and following them up in an effort to convert them into actual business It increases sales potential which in turn increases profitability Business opportunities offered by profiles and contacts must be managed effectively to be able to translate into actual sales and expand business The QAD Customer Relationship Management QAD CRM system helps you manage these opportunities through the Opportunities module Typically the business opportunity management process has the following stages Identifying Opportunities This stage involves identifying opportunities through various sources For example a prospective customer may contact your sales or marketing representative with an inquiry Alternatively you may conduct a marketing campaign to attract prospective customers who come forward with inquiries All opportunities have a source It may be an advertisement your organization places in a magazine a marketing campaign or a recommendation from an existing customer To follow up an opportunity it is important
167. ofile button on the toolbar This displays the Add a Contact Wizard with the following tab links Contact Details Further Details User Defined Fields The Add a Contact Wizard lets you select the associated profile by searching through the list of profiles in the database Working with Profiles and Contacts Fig 7 13 za Adda Contact Poston Wizard em Select Profile Contact Details TD Further Details ce User Defined Fields gum De Show as E Department A Phone numbers and email Direct m amp Gender unknown X Mobile in amp Salutation Profile 1 m amp Sign off gt E mail m Language 1 Default Email Id Mail groups A Profile Address T Primary Former Employee Last Contacted f7715 Jan 2008 Tue v This is the default mailing address Next Planned Contact o f 15Jan 2008 Tue gt t yxQ Note Conversely while adding details for a profile through the Profile Add Wizard you specify details of its contact persons You can also view edit and add details for contact persons through the All Profiles module For details see Maintaining Profiles on page 100 The second method is to click the New Contact From the Same Profile button on the toolbar This opens the bottom half of the Contact Persons screen in add mode You can also choose this option from the right click menu or the File menu Details Use the Details tab to record bas
168. ol Use Report Control to control the appearance of reports Use the Sample area as a visual guide of how reports will appear when your selections are applied Appearance Settings errr Tab Control Commandbars Task Panel Report Control Shortcut Bar Shortcut Caption Popup Cor 4 gt Report control preferences 7233 Report control settings Border style Flat Vertical grid style No lines Column Style Explorer Horizontal grid style No lines Hot tracking Shade group headings Column Style Shaded Flat Explorer Office 2003 Border Style Select a style for the borders of reports Vertical Grid Style Select a style for the vertical grids in reports Column Style Select a style for the columns in reports Defining Preferences and Settings 47 Horizontal Grid Style Select a style for the horizontal grid in reports Hot Tracking Select this option to enable hot tracking in reports Hot tracking lets you more easily see the position of your cursor in a report Shade Group Headings Select this option to shade group headings in reports Shortcut Bar Use Shortcut Bar to control the appearance of the shortcut bar Use the Sample area as a visual guide of how the shortcut bar will appear when your selections are applied Fig 3 13 Appearance Settings EJ Shortcut Bars pn Tab Control Commandbars Task Panel Report Control Shortcut Bar Shortcut Caption Po
169. ole player and the associated profile name along with the relationship you have assigned to it Competitor Any company that has a comparable product in the market can be termed as a competitor 1 To add a competitor select the Competitor folder icon in the Role Players tab 2 Right click and select Add from the menu This displays the Competitors Details window 3 Inthe Competitors Details window select the profile you want to add as a competitor and the relevant contacts 4 Select the Primary check box if you want to add this competitor as the primary role player in this category 5 Select the competing products from the look up provided and add comments if any 6 Save the record The Competitor icon displays the role player and the associated profile name Partner Partners can be referred to as associates of the profile offering the opportunity These partners may play an important role in deciding the fate of the opportunity recording their details is important 1 To add a partner select the Partner folder icon in the Role Players tab 2 Right click and select Add from the menu This displays the Partners Details window FAQAD 92 User Guide QAD Customer Relationship Management 3 Inthe Partners Details window select the profile and the relevant contacts who you want to add as role players 4 Enter comments if any and save the record The Partner icon displays the role player and the associated pro
170. olving this service call For example you might rate a problem that can be resolved with little or no technical training as Low Assigned To Enter the CSR you want to assign this service call to CSRs are users defined in the system Calls cannot be saved until assigned a CSR or a service queue Priority Enter a priority rating for the call Service Queue Enter the service queue to assign to the service call Calls cannot be saved until assigned a CSR or a service queue Start Date Enter the date on which the CSR started work on the call Note The date on which the call was logged by the system is the Call Date The Call Date field is read only and cannot be modified Status Enter a status for the service call Next Status Date Enter the date on which the status of the call will change if required Note The Event Date field displays the date on which activity was generated against a call for example if a note was added The Event Date field is populated by the system and cannot be modified MOAD Managing Customer Service Calls 221 Further Details Use the Further Details tab to record whether the service call is related to other calls in the system You also can record more information about reproducing the problem if required Fig 16 4 Call Details LE Deis Fur Deka city Change Log User Defined Fi Further Details Tab Scheduled Call Relationship one gt Monitored by le oM es e
171. on value added tax VAT codes and inventory details such as quantity and warehouse location You also can group products that are similar into a product line Note Product product line and other product related information can be defined using the Products folder in both the Sales Management and Marketing Management folders Maintaining Products Use the Product Details screen to maintain information relating to a specific product You can group products that are similar into a product line for details see Maintaining Product Lines on page 138 1 Choose Sales Management Products Product or Marketing Management Products Product The Product browser displays the products currently defined in the system 2 Right click the Product browser and choose Add from the menu The Product Details screen fields are cleared Note This menu also contains options for maintaining existing products Details Use the Details tab to record identifying information for a product such as the product ID unit of measure and price details Maintaining Products 135 Fig 9 1 FI Product Details ale Product Details Details inventory User Defined Fields Product ID Product Specifications Desc E Catalogue No vom EA 2 Page No Product Line 3000 2 Large Image lag Product Type COMP 2 Allow selection as Brochure Sample Prod Group PROCESS lo Create Date 08 Sep 2005 Thu Product status Select
172. on Applicable To Ctrl T Performs sort Browsers F5 Refreshes display Browsers F8 Shows column Browsers Shift F10 Displays menu Browsers Ctrl S Saves record Viewers Ctrl R Undoes record Viewers Ctrl B Invokes create and Viewers modification details Ctrl P Goes to previous record Browsers and viewers with navigation panels Ctrl N Goes to next record Browsers and viewers with navigation panels Ctrl Home Goes to first record Browsers and viewers with navigation panels Ctrl End Goes to last record Browsers and viewers with navigation panels Ctrl Left cursor Goes to previous page Wizards Ctrl Right cursor Goes to next page Wizards Typographic This document uses the text or typographic conventions listed in the following table If you see It means monospaced text A command or file name italicized monospaced text A variable name for a value you enter as part of an operating system command for example YourCDROMDir indented A long command that you enter as one line although it command line appears in the text as two lines Note Alerts the reader to exceptions or special conditions Important Alerts the reader to critical information Warning Used in situations where you can overwrite or corrupt data unless you follow the instructions MOAD 6 User Guide QAD Customer Relationship Management MOAD 8 User Guide QAD Customer R
173. on about QAD CRM installation see Installation Guide OAD Customer Relationship Management About This Guide 3 Other QAD Documentation QAD CRM can be integrated with your QAD ERP application to extend Its capabilities For information on QAD Enterprise Applications see the following For an overview of new features and software updates see the Release Bulletin For software installation instructions refer to the appropriate installation guide for your system For conversion information refer to the Conversion Guide For an overview of system features and instructions on navigating the user interface see User Guide Introduction For detailed information on using system features refer to the relevant user guide For technical details refer to Entity Diagrams and Database Definitions For a complete list of QAD Documentation visit the QAD Online Support Center Online Help QAD CRM has an extensive online help system For information on using the help system see Using Help on page 33 QAD Web Site QAD s Web site provides a wide variety of information about the company and its products You can access the Web site at http www gad com For users with aQAD Web account product documentation is available for viewing or downloading from the QAD Online Support Center at http support qad com FAQAD 4 User Guide QAD Customer Relationship Management MOAD You can register for a QAD Web ac
174. on page 65 Calls Use the Calls tab to manage information about customer service calls for the selected installed base record To add a customer service call record click the Log a Support Call button on the application toolbar For information on managing service calls see Chapter 16 Managing Customer Service Calls on page 213 Opportunities Use the Opportunities tab to record information about opportunities relating to the installed product Right click the text field on the Opportunities tab and choose Add to display the Opportunity Details screen For details on maintaining opportunities see Maintaining Opportunities on page 80 MOAD 238 User Guide QAD Customer Relationship Management MOAD Notes Use the Notes tab to record pertinent freeform information relating to the installed product You can enter text directly into the field on the Notes tab Analysis Codes Use the Analysis Codes tab to filter installed base records according to their analysis code Using analysis codes to filter records is useful when the list of installed base records is large User Defined Fields Use the User Defined Fields tab to record information identified as being relevant to your organization s business requirements Only a system administrator can create user defined frames and fields through Settings System User Defined Fields For details on user defined fields refer to Administration Guide QAD Customer
175. ons and capturing your target s responses Important It is recommended that you do not use a test script for live data collection you will lose all response data once you convert a test script to a live script Scripts can be processed from the list of profiles contacts in the Scripts module from the Scripts tab in the All Profiles module or from the Activities screen 1 Doone of the following a To process a script from the Scripts module From the application menu choose Scripts Select a script from the browser on the left Right click the browser on the right and choose Process b To process a script from the Profile Details screen Click the Scripts tab Right click the browser and choose Process c To process a script from the Activities screen right click the activity and choose Process 2 If previous responses exist the Previous Responses box displays showing the previous responses for the selected script and profile contact Otherwise this box does not display Working with Scripts 177 Fig 13 6 Previous Responses from this contact for KFCSUM a x Previous Responses Last Run Date User ID Response ID Record ID 05 11 2002 demo a 9002 a 4691 67992 0x00007a99 f Update Responses 3 To update an existing response select the response record and click Update Responses To obtain fresh responses click Get New Responses The Processing Script dialog box displays Fig 13 7 Fi Processing Script KFCS
176. oose Marketing Management Contact Mailing Preferences Inclusion List The Inclusion List browser displays the inclusions currently defined in the system Right click the Inclusion List browser and choose Add from the menu Note This menu also contains options for deleting and editing existing inclusions Details Use the Details tab to create your inclusion list Fig 15 1 I Details Targets Inclusion Details Literature Description Default Qty 1 El Freq Monthly x Next Date xl Generate an activity in advance of next Processing Create reminder before next Processing Date Days in advance Delegated to Literature Enter a code to identify the literature to include in the list MOAD 206 User Guide QAD Customer Relationship Management Fig 15 2 Add Target to Inclusion List FAQAD Description Enter a description of literature to include Default Quantity Enter a number to indicate how many copies of the literature to include Frequency Enter a frequency indicating how often the literature should be sent Next Date Enter the date on which the literature will be next sent You can indicate whether you want the system to generate an activity before the next inclusion is processed The generated activity displays on the Activity calendar of the delegated user Create reminder before next processing date Select this option to enable the following fields Days
177. ord or phrase to be used as the search term during a history based search Site Address Enter any or all of the listed fields that include profile name site address town city county state post code and country Note The system performs the search only on the basis of the open or highlighted tab Information entered in other tabs is not taken into account You can define multiple search conditions using the Search a Profile or Contact facility Example If you enter Town City as New York and select Type as Customer the system will match both So only those profile records will display where Town City matches New York and Type matches Customer You can also perform a search by using the Search button available on the CRM toolbar This button is available for the All Profiles and Contact Persons sub modules only This search option picks preferences left to right and displays records top to bottom It also lets you specify conditions for an extended search Working with Profiles and Contacts 97 Searching Profiles and Contacts Using Keyboard Inputs You can search for profiles and contacts from other locations within the system by entering certain character combinations Wherever Profile and Contact widgets appear together on the screen you have two options to select values for these fields Click the Profile and Contact buttons to open the Find Profile Contact window Enter pre defined character combinations and press Tab
178. ose Copy The Copy Campaign window displays Fig 14 3 EE Campaign Copy task and cost Processing IV Make a copy of Planning Tasks IV Make a copy of Costs Copy stage and target IV Make a copy of Stages IV Make a copy of Stage Activities Select the check boxes representing the things you want to copy from the existing campaign or template You can copy tasks cost stages stage activities and targets Save the record with a new name Note Though templates can have associated targets you cannot copy targets 1f you are copying a campaign template To copy targets you must make sure you copy an existing campaign Processing Marketing Campaigns The Campaign Processing sub module lets you manage the various stages of a campaign It also lets you add activities create tasks and attach targets to each campaign stage You can use this option to execute tasks against select campaign targets For example you can run a telemarketing script for all customers who have joined in the last six months FAQAD 190 User Guide QAD Customer Relationship Management The Campaign Processing screen has two parts the top half is a browser displaying the list of campaigns in the database while the bottom half opens the stage details of the selected campaign Fig 14 4 Campaien Campaign Processing p 8 A QADSAM ame TStetuscode Status Planned Start D
179. ov 2008 Sat E Planned end date 30 Apr 2009 Thu Act end date 7 30 Apr 2009 Thu There are multiple ways to edit a campaign Select the record and do one of the following Click the Edit button on the toolbar Right click and choose Edit Choose Edit from the File menu Note Similar options are available for Add Copy and Delete Details Use the Details tab to record basic information about a new campaign Code The system assigns a unique code to identify each campaign record in the database This is a mandatory field Name Enter a name for the campaign Type Select the campaign type from the look up provided Co ordinator ID Select the coordinator who will be responsible for executing the campaign This 1s a mandatory field Objective Define the objective or purpose for planning a new campaign Maintaining Marketing Campaigns 187 Single Stage Media Joint Campaign Select the appropriate check boxes depending on the kind of campaign planned If you select the media campaign option a new tab called Media is added to the Campaigns screen Note Single stage campaigns are a one step process for example sending an address change notification to a selected target audience The Single Stage Campaign check box is unavailable when you create more than one stage for a campaign Status Select the current status of the campaign from the drop down list Schedule Enter the planned start and end dates
180. perator that is AND or OR from the drop down list box 10 Click the question icon to select another script question then click OK You can repeat this process as required with different combinations of scripts questions using the browser to view the results until you have isolated your target profiles From the Script Analysis browser you can attach a target to an existing campaign or export the list output to a third party application a spreadsheet for example by right clicking a profile and choosing the Export command 182 User Guide QAD Customer Relationship Management MOAD Records 201 184 User Guide QAD Customer Relationship Management Fig 14 1 Marketing Campaign Stages FAQAD Overview The QAD Customer Relationship Management QAD CRM system helps you manage campaign details analyze campaign mediums and successfully execute planned campaigns through the Marketing Campaigns module Understanding Marketing Campaigns Marketing consists of all activities designed to plan price promote and distribute products or services to target markets The key task of marketing personnel is to make people aware of your business products or services and convince them to buy This task is accomplished through marketing campaigns A marketing campaign is a series of operations pursued to promote a product or service A successful campaign increases company credibility sales and profits Ca
181. ports it is recommended that you include the report location in the Description field for easy reference at a later date Viewing Reports When you run a report it opens in the report viewer The report viewer displays all reports in the same manner regardless of their category The viewer interface is made up of the following components Application menu bar and toolbar Filter selection bar Data section where the actual report displays Report status bar When you display a report the system lets you choose the output format change the page setup define print options and close the report using the toolbar or the File menu Saving Reports When you run an external report the system lets you create a new instance of it by modifying its parameters You can save this new instance from the viewer directly There are multiple ways to save an external report Click Save on the toolbar MOAD Using Reports 151 Choose Save from the File menu Choosing Save opens the External Report Details screen For details see Adding External Reports on page 154 When you run a browser report from any module the Save option appears in gray However if you change any settings using the filter toolbar you can save the displayed browser report with a new name If you choose Save only the report settings get saved and not the data itself But if you choose Save As a report record with the new report name gets saved
182. pup Control Shortcut bar preferences 7234 Sample Shortcut bar settings Visual theme Office 2003 Choose a visual theme to apply to the shortcut bar Shortcut Caption Use Shortcut Caption to control the appearance of the shortcut caption that appears at the top of system screens Use the Sample area as a visual guide of how the shortcut caption will appear when your selections are applied FAQAD 48 User Guide QAD Customer Relationship Management Fig 3 14 Shortcut Caption FAQAD 1x Popup ce 4 gt Tab Control Command bars Task Panel Report Control Shortcut Bar nd caption preferences 7235 Shortcut caption settings Visual theme Office 2003 7 Sub item caption Color settings Color settings Gradient dark 000 Gradient light Gradient horizontal Sample QAD CRM vxo Visual Theme Select a visual them for the shortcut caption Subitem caption Select this option to reverse the color of the caption text from dark text on a light background to light text on a dark background Color Settings Select this option to specify color settings If the Color Settings option is selected you can specify color settings Gradient Dark Specify a gradient dark by either entering a value in the field or by clicking the icon to the right of the field and selecting a color from the Color box The gradient dark is the color at the right hand
183. r Relationship Management Legend position Select the appropriate radio button to define the placement of the graph legend Criteria Use this tab to select the criteria based on which the system displays data on the dashboard The fields vary depending on the component you choose Freeform Define fields and conditions on the basis of which the system can sort data for display You can give a maximum of five sort conditions Fig 12 3 Dashboard 2x Description Component me Component ID activity Summary Component type C Graph Table Criteria Freeform Start date between or Feb 2008 Fri x and 12 Feb 2008 Tue x List Activities of Myself C Created by me My team members C My team ze Activity types M Telephone IV Appointment F Letter IV Email M Script Group by Activity type ii le o noc om mBpS xU FAQAD 168 User Guide QAD Customer Relationship Management MOAD Overview Scripts are a predefined series of questions designed to help streamline interaction with customers and prospects Scripts are used by various departments within an organization such as telemarketing and customer services For example marketing personnel can design telemarketing scripts in order to guide telemarketers questions and record responses as well as to conduct customer surveys A script is developed first in a prototype phase called a test this lets you model and practice the script before conve
184. r example you can define if and how a call should be audited the criteria service calls must satisfy in order to be recorded in the system preferences for e mail templates and so on 1 Choose Customer Service Customer Service Settings The Call Settings screen displays Call Settings Settings A Call auditing options C cali Settings Enable Call audit Service Contract All Field Settings Selected Field Do not allow entry of calls in the system C1 Product ID is not available If Installed Base record is not available CSR Preferences Email template Email on new Email on note Email on priority change Email on Status change Email on when Status changed to Others Default Call Status for new Call v Enable Call Audit Select this option to enable call auditing Call auditing provides a system generated record of modifications to a call record according to the specified settings Note Labels of fields that are audited display on a screen with a hash prefix You can view audit records from the Change Log tab on the Call Details screen for details see Change Log on page 223 When this option is selected the following options are available Defining Customer Service Settings 251 All Fields All fields for the call are audited Selected Fields Only the selected fields are audited Click the Select Fields for Auditing button and specify the fields to audit by movin
185. r of activities that are overdue for a particular profile Note An activity becomes overdue when it has passed its due date but has not been processed Open Support Calls This field displays the number of open support calls against the selected profile The value for this field 1s picked by the system from the Call Management module Time Zone Select the appropriate time zone for the profile record from the look up provided here Addresses The Addresses tab screen has three parts One part lists all the addresses recorded for a profile This area lets you add edit copy or delete any address details listed The second part displays contacts associated with a particular profile address This is a view only area The third part lets you add additional addresses to the selected profile record You can set up multiple address types Default Ship to Bill to and Branch for a single profile record For example when customers place an order for a product they can have the invoicing and the delivery at different addresses So while you would send the invoice to the Bill to address the product delivery could be made at the Ship to address Working with Profiles and Contacts 105 Select the Default Mailing Address check box if you want to set the selected address as default The default mailing address marked through the Addresses tab shows up in the profile records displayed in the browser and not the primary address that you enter
186. ranties define the rules governing agreements for service with customers The contract typically specifies The customer and end users receiving coverage Items covered Levels and limits of coverage Total coverage Pricing of service Duration of contract in months A service contract is associated with a service contract quote which defines the cost terms and conditions for the contract A service contract quote is determined before the contractual agreement is signed For details see Maintaining Service Contract Quotes on page 226 MOAD 232 User Guide QAD Customer Relationship Management Use the features in the Customer Service Service Contracts module to maintain your service contracts Note The screens in the Service Contracts module are identical to the screens in the Service Contract Quotes module MOAD 234 User Guide QAD Customer Relationship Management MOAD Overview QAD Customer Relationship Management QAD CRM enables service organizations to maintain information about the products they sell or service and the individuals who own them This information is collectively referred to as the installed base ISB Comprehensive installed base information is a foundation for effective customer service An installed base record matches end users with specific items and can control service policy Whether you decide to service only the installed base or some other mix of items shapes your service busin
187. rators are typically responsible for defining and maintaining formats for user defined reports These formats are defined through MainMenu Settings Reports and Queries Query Builder For details see Administration Guide OAD Customer Relationship Management Depending on the formats you can create and edit custom reports using the Report Writer also called the Add a Report wizard To open the Add a Report wizard right click the Reports screen and choose Add Report using QAD CRM Report Writer The Report Writer lets you design report formats and categorize them as required These formats define the conditions tables and fields to be used to extract data for browser reports _ Fig 11 7 Ini xl Add a Report we Report Settings A 5 a M Report Writer Report Details Category Sendo D wwo D fac Permissions cel Enter Permission Group s who can access this Report g Record Highlight Format Graph Define Field Ranges Enter those User ID s who should not access this Report Menu Object Key Make available this Report from I Show Preview When you save the settings defined through the Report Writer the new report is added under the category you have chosen You can run the created browser reports The above options show up as buttons on the toolbar see Figure 11 2 giving you the flexibility to change settings from the report display itself The Report Wri
188. rchasing MFG PRO Worldwide Supply MFG PRO Click on the Associates button in the QAD CRM toolbar to display all associations of a selected activity FAQAD Working with Activities and Tasks 73 Setting Up Recurrences This module lets you set up recurring activities by entering details through the Recurrence option 1 To set up a recurring activity right click the workspace and choose Recurrence Alternatively choose the Recurrence option from the File menu or click the Recurrence button from the toolbar Depending on the activity type you select the appropriate Recurrence screen displays Fig 5 12 x Activity Sterttme E2 Endtmeifese Duration 00 30 Recurrence for an Recurrence pattern Appointment Type Daily a Activity C Weekly C Monthly C Run every 0 Day s C Yearly Range of recurrence Start date 16 Jan 2008 Wed bal No end date C End After occurrences C Endby 18 Jan 2005 Tue Recurrence ID Recurrence ID vxo In the Recurrence screen enter the time details such as Start Time End Time and Duration Select a Recurrence Pattern for the activity type The options are Daily Weekly Monthly or Yearly Depending on your selection the recurring criteria area updates In the recurring criteria area specify the required criteria for repeating the activity For example if you selected Weekly in the recurring type area and want the activity to repeat eve
189. rganizational hierarchy level Working with Contacts The Contact Persons sub module is specifically designed for managing details of contact persons Contact persons or contacts are people who work for profile organizations and with whom you communicate to conduct business related activities There can be more than one contact person specified for a profile organization Also one contact person can be associated with multiple profiles Choose Main Menu Sales Marketing Management Addresses Contact Persons to open the Contact Persons screen This screen has two parts the top half is a browser displaying the list of contact person records in the database while the bottom half opens the selected record in edit mode Working with Profiles and Contacts 119 Fig 7 11 Contact Persons Contact Persons Contact Name Erst Name Middle name Text AIC Mor ast Name Profis name U Country Contact ctry Communication method U P show emo P sur77 W Jephson Home so ion Homes Housing Asso Email HTML Email Text SMS Phone Fax Post show demo A sur R John W Knight Architect U show demo U sur H Joseph Price amp Sons Ltd R show demo Resur E Karam Chana amp Associates T show demo T sur JM JL Design Services 1 show demo I sur W North Birmingham College M show demo M sur B British Museum R show demo Resur A British Rail L Paul J Overton Building Co zj lBicibiElFieiHiriaikitiMiNiolPloiRISITIUIv
190. riate radio button below to choose whether to display details of all the contacts of the selected profiles or only of a particular contact You can also add more targets to the listed campaigns or edit stages for the listed profiles from this tab Analysis Codes Use the Analysis Codes tab to set codes and groups for the selected profile A profile can have multiple analysis codes and analysis groups Analysis codes and groups are set up by the system administrator For details see Administration Guide QAD Customer Relationship Management To add a group select an option from the Select an analysis group drop down list and click the Add button next to it This displays the associated codes If you want to select all available groups in the system click the Select All Groups button Select or clear the group code check boxes as required Click the save button to record your selection in the system Choose your view options from the radio buttons provided To view all group codes select All Installed Base Installed bases are collections of locations where the products or services of your organization are implemented and used If a profile uses more than one product or service multiple installed base records are associated with it The Installed Base tab screen has two parts The left side displays a list of the sites and products that are associated with the profile while the right side displays any notes that are on record The
191. rmation as required Type Enter a position defined in the system Language Enter the language you will use in the organization Defining Preferences and Settings 51 System Administrator Select this option to indicate you are authorized to perform system administration duties This field is available only for users assigned system administrator level privileges Former Employee This check box is for administrator use Account Expires Indicate your account expiration details Never Select this option to indicate your account will remain valid indefinitely End of Select this option to display a calendar for selecting the date on which your account expires Change your password if required For details see Changing Your Password on page 34 Enter your holiday information as required For details see Holidays on page 245 FAQAD 52 User Guide QAD Customer Relationship Management MOAD 54 User Guide QAD Customer Relationship Management Fig 4 1 Event Log FAQAD Overview The Tools and Utilities module contains the following features Event Log Calculator Runa Program Event Log Use the Event Log to view logs of events in the system An event is created whenever a record is created updated or deleted The event log displays three types of event logs error information and warning created during event processing For example you can view event log records created when
192. roducts on page 134 1 Choose Sales Management Products Product Line or Marketing Management Products Product Line The Product Line browser displays the product lines currently defined in the system Right click the Product Line browser and choose Add from the menu Note This menu also contains other options for maintaining product lines Details Products Product Line Description Allow selection as Brochure Sample v Selectable in Opportunity Product Line Enter a unique code for the product line Description Enter a description for the product line Allow Selection as Brochure Sample Not currently used Selectable in Opportunity Select this option 1f the product line should be available for selection in the Opportunity module Maintaining Products 139 Maintaining Unit of Measure Codes Units of measure are values that specify any type of quantifiable unit and are typically associated with products Units of measure might describe dimensions weights volumes or amounts of a particular product Examples defined in the system include values such as each EA milliliter ML or pound LB Example Your organization sells automotive components A product such as wiring employs a unit of measure that uses weight a cooling system component employs a unit of measure that uses a single component EA Use the Unit of Measure Details screen to maintain unit of measure codes 1 Choose
193. rofile and product information this base data typically must be defined before using the Call Management module Note You can enable the system to record a service call if product information is not available For details see Defining Call Settings on page 250 Maintaining Service Call Status A call is managed according to its status which relates to the call s position in its life cycle Is the call active pending an emergency or closed Calls are moved from status to status manually by a CSR You can set up as many status definitions as you need It is recommended that you keep the call life cycle simple Call status codes are user defined and can take any format an organization chooses Some service organizations prefer numerical status codes or abbreviations Others use more intuitive names For example when a new call comes in its status can be OPEN Later when an engineer is assigned to the call the status becomes ASSGND When the problem is resolved the call status is CLOSED MOAD 216 User Guide QAD Customer Relationship Management Fig 16 1 Call Status Maintenance Details Tab MOAD Use the Call Status Maintenance screen to define call status settings for service calls Status code High Status label High Next Service Queue Q001 2 Next Status code pe Ask reason Is open Status Code Enter a unique name identifying this call status Making the name recognizable can help users q
194. rting it into the final live version you will use to collect data from your respondents Typically the sequence of script related events in your system would occur in the following sequence 1 Maintaining your scripts This involves tasks such as creating or editing sections subsections questions and subquestions For details see Maintaining Scripts on page 168 2 Attaching scripts to targets profile target combinations For details see Attaching Scripts to Targets on page 175 3 Processing scripts This involves contacting the profiles contacts that are your targets to capture their responses to your script For details see Processing Scripts on page 176 4 Analyzing script responses This involves using search criteria to focus on the targets that responded to your scripts in a way that facilitates your marketing efforts For details see Analyzing Script Responses on page 178 Maintaining Scripts Use the Scripts module to maintain scripts in your system Maintaining scripts involves the following tasks Creating editing or deleting a script Maintaining script sections and subsections Defining script questions and subquestions and defining possible answers Working with Scripts 169 Creating Scripts Use the Script Details dialog box to create a script 1 From the application menu choose Scripts The List pane displays scripts currently defined in the system as a hierarchical tree With
195. ry Monday select Monday in the recurring criteria area In the Range area specify the period during which you want the activity to repeat Once this period is over the activity repetition also stops Specify the start date of the period in the Start Date field This field is mandatory In the End Date field select the date or the number of occurrences after which the activity period ends When you click Save the system generates a Recurrence ID and the Recurrence button appears on the Activity Details screen MOAD 74 User Guide QAD Customer Relationship Management Note A new record gets created in the calendar for each recurring activity When you edit a recurring activity the system displays a pop up window to confirm whether the change is applicable to a particular instance or the entire recurrence series Fig 5 13 Open Recurrence zixl Item RA is a recurring Activity Do you want to open only this occurrence or the series 257 ci Q Open the series Managing Tasks Tasks are non business related activities that you can assign to yourself or to others in your team through the Activities module Tasks assigned to you display in the Task box Tasks are listed depending on the number of records you choose to display in a batch You can select this number through the Options button available just below the Tasks area in the workspace Use the arrow keys to move between the batches of records disp
196. s 2 User Guide QAD Customer Relationship Management MOAD What is in This Guide This guide covers the features of QAD Customer Relationship Management QAD CRM designed to assist sales and marketing personnel in their business generating efforts The user guide has the following sections 1 Introduction This section includes overview information and basic concepts that you should understand before using QAD CRM It also contains basic information on the system defining preferences and settings and using basic utilities For details see Section 1 Introduction beginning on page 7 QAD Sales Management This section includes information about using the Sales Management module to define activities and tasks work with opportunities and set up products reports and scripts For details see Section 2 Sales Management beginning on page 57 QAD Marketing Management This section includes information about using the Marketing Management module to manage and maintain marketing campaigns as well as define contact mailing preferences For details see Section 3 Marketing Management beginning on page 181 QAD Customer Service This section includes information about using the Customer Service module to manage service calls service contracts and quotes service queues and customer service representatives CSRs For details see Section 4 Customer Service beginning on page 211 For informati
197. s and Tasks on page 59 Defining an Exclusion List Use the Exclusion Details screen to maintain an exclusion list An exclusion list specifies the target records to exclude for a specific stage of a campaign or for an entire campaign You also can define an inclusion list for details see Defining an Inclusion List on page 205 1 Choose Marketing Management Contact Mailing Preferences Exclusion List The Exclusion List browser displays the exclusions currently defined in the system 2 Right click the Exclusion List browser and choose Add from the menu Note This menu also contains options for deleting and editing existing exclusions Details Use the Details tab to define your exclusion list Details Targets Literature Description Literature Enter a code to identify the literature to exclude from the list Fig 15 3 Exclusion Details FAQAD 208 User Guide QAD Customer Relationship Management Fig 15 4 Add Target to Exclusion List FAQAD Description Enter a description of literature to exclude Targets Use the Add Target to Exclusion List dialog box to add a profile and or contact to the exclusion list Note To display this dialog box right click the Targets browser and choose Add from the right click menu Fl Add Target to Exclusion List Details Select Profile Select Contact Select a profile and or contact to add to the exclusion list You a
198. s recorded with each activity record To access this option either right click the Activity tab area and select from the menu or choose from the Options button FAQAD 84 User Guide QAD Customer Relationship Management MOAD Enquiry Use this tab to record any product inquiries made by opportunities in the database Having a list of inquiries helps keep track of those that require follow up You can also change the opportunity stage once the inquiry changes to a quote or an order Add a new record by right clicking in the Inquiry tab screen and selecting Add from the menu This displays the Opportunity Lines Details window Enter the product details cost details and other pricing information and save the record Quote This tab displays a list of opportunities to whom quotes for various products have been sent Since each opportunity can ask for multiple quotes the screen allows you to add separate opportunity lines for all products that the customer is interested in You can use this tab to work with quotes from the Quote Details window and to manage opportunity lines through the Opportunity Lines Details window Order This tab displays a list of opportunities who have placed orders for various products with your organization Since each opportunity can place orders for multiple products the screen allows you to add separate product lines for all products that the customer is interested in You can use this tab to man
199. se the Details tab to record basic information about a new profile Profile Name Enter the profile name of the new record This is a mandatory field Address Click the Address button to open the address dialog box Enter address details in the dialog box and save If some address style is already defined by your system administrator the information displayed in the address dialog box reflects the defined address style For more details on the Address Style option see Administration Guide QAD Customer Relationship Management Telephone Number Email ID Web Address Enter these other contact details in these fields You can click the Tel No 1 button to enter more details The button lets you add up to three telephone numbers and one fax number Allocate Account Managers Choose the external and internal account managers through the buttons and look ups provided FAQAD 102 User Guide QAD Customer Relationship Management MOAD Note Internal and external account managers are pre assigned in the system based on certain criteria such as Region Country Profile Type and so on They are allocated through the Territory Management module For details see Administration Guide OAD Customer Relationship Management Example If you click the Alloc Ext A C Mgr or Alloc Int A C Mgr buttons the system displays the names of the account managers who are allocated to this profile depending on the criteria and settings defined in Terri
200. service 240 quotes service contract 226 R rates exchange 131 records audit 223 in reports 40 recurrences activities 73 regional settings preferences 41 report controls 46 report settings preferences 40 report types external 148 generated 148 report writer 156 reports filtering 153 maintaining categories 151 output channels 159 running 149 standard 152 viewing 150 role players campaign 188 competitor 91 external 90 internal 90 managing 88 partner 91 types 89 Run a Program 55 S Script Analysis box 178 scripts analyzing 178 attaching 175 live 169 maintenance 168 processing 176 questions in 171 sections in 170 test 169 sections in scripts 170 Select a Module 37 service contracts 231 quotes 226 settings for 252 service queues 240 settings appearance 43 clearing 36 shortcut bar 47 Shortcut Caption tab 47 system interface navigation 21 screen layout 19 toolbar buttons 21 FAQAD 4 User Guide QAD Customer Relationship Management T time zones 38 tab controls 44 target lists 208 U targets unit of measure UOM codes 139 of marketing campaigns 193 task panels 45 V tasks 74 value added tax VAT codes 140 adding 75 views viewing 74 activities 61 test scripts 169 tasks 74 time interval setting 42 MOAD
201. ss a script the Processing Script window opens This window displays all the questions that form part of the selected script You can directly enter the customer responses in this window and save them You can create scripts through the stand alone Scripts module For more details see Chapter 13 Maintaining Scripts on page 168 Calls This tab lets you maintain call related information for the selected profile To log details for a new call right click and choose Add from the menu This displays the Call Details screen where you can enter the Product ID Assigned To Service Queue and other fields with the help of the look ups and drop down lists provided For more details regarding the Call Details screen see Defining Call Details on page 218 FAQAD 110 User Guide QAD Customer Relationship Management Fig 7 7 Attaching Profile to Node s FAQAD Attaching Profiles to Nodes You can attach profile records to remote nodes from this module This option is useful for data synchronization purposes especially in a scenario where an organization has multiple branches spread across various geographical locations 1 To send profile records to a remote node select the required profiles from the browser list Right click and choose Send to Remote Node from the menu Alternatively choose the Send to Remote Node option from the File menu The Attaching Profile to Node s window displays Attaching Profile to Node s
202. ssociated service contracts and so on You also can assign a service call to a service queue or CSR To track the progress of service call resolution you assign a status to a call You close a call when you have resolved the customer s service problem Using filters you can restrict the display of customer service call records to those that have specific characteristics status product ID product lines and so on Typically a customer service or support department within a large organization may handle calls that originate in different time zones even other countries Dates and times can be displayed in the time zone of the contact s location Managing Customer Service Calls 215 Prerequisites Before the CSRs in your organization can handle service calls several prerequisite setup tasks must be performed in the Customer Service module 1 Call status information must be defined using the Call Status Maintenance screen For details see Maintaining Service Call Status on page 215 2 Service queues must be defined using the Service Queues module At least one service queue must be defined if service queues are to be used For details see Chapter 19 Managing Service Queues on page 239 3 CSRs must be defined using the CSR Maintenance screen in the CSR Maintenance folder CSRs are system users at least one CSR must be defined For details see Chapter 20 Maintaining CSRs on page 243 Since calls also capture p
203. supplier Marketing Code D Supplier Specifications VAT Code 2 Valid from 24 Nov 2006 Fi Break Cat 1 Valid to Price details Unit Price 0 00 Cost Price 3 13 You can attach an image of the product for visual reference by using the Large Field the image appears in the lower right corner of the screen Product ID Enter a unique code for the product Description Enter a description for the product Unit of Measure UOM Enter a unit of measure for the product Product Line Enter a product line to associate this product to Product Type Enter a product type for the product Used for classification purposes Product Group Enter a product group for the product Used for classification purposes Product Status Enter a product status for this product For example Active or Expired Marketing Code Enter a marketing code for the product This code is used by the QAD Marketing Management module for tracking purposes VAT Code Enter the VAT code for the product Break Category Enter a break category code for the product FAQAD 136 User Guide QAD Customer Relationship Management MOAD Price break categories let you assign volume price breaks for multiple items Discounts can be calculated based on the quantity or amount ordered on multiple lines of a sales order or quote Use this field if you offer a discount to customers ifa certain quantity ofthe product is purchased
204. t details When the list of profiles and contact persons becomes large locating specific details becomes tedious The system provides a powerful search facility to help you locate specific profiles and contact persons Using this feature apart from finding the required profiles and contacts you can also perform various tasks related to them These tasks include editing profile and contact person records copying the profile address label to a clipboard and generating reports Working with Profiles and Contacts 95 The Search a Profile or Contact facility finds and displays records that match the search criteria you specify To start a search choose Main Menu Sales Marketing Management Addresses Search a Profile or Contact Fig 7 1 arch a Profile or Profile Name ra Cust No Ic Post Code Profile T lecord ID 4 Searc one o Name amp Location Contact R amp A NetherwoocEllesmere Shropshire SY12 DEP node2 582 Profile Name IR amp A Smith amp Son Leeds e IRL West Yorkst L526 88 node2 582 i R amp B Bedrijfsdien AMSTERDAI NLD 1101AV78 1101 AV Ruys 4828 Alias name R amp B Building Sers Hainaut Essex 166 3UT node2 582 Address 1 R amp B Electrical Sk Skipton FRA North Yorkst BD23 2PD node2 582 R amp B Flooring BRADFORD ESP West Yorkst BD12 OND FLG CONTRACTOR node2 582 Town City R amp B Plastering Lit Diss r Norfolk 1P22 138 node2 582 L 9 R amp B Wholesale MANCHESTI M8 8RG
205. tachment Script FullName u Mr Michael Wardle Positiont Notes Show asi ur MichaelWardie Department D Phone numbers and email Direct GS Gender me sz Mobile El amp Salutation Dear Mr Wardle Profile 1 E amp Sign off Fours sincerely Dm E mail J Language I Default Email Id Malgops zo Address Profile Address El Q A Design F Primary 4 Langley Grove Former Employee BINGLEY West Yorkshire zl Last Contacted 17 02 Sep 2003 Tue v VV This is the default mailing address Next Planned Contact 0 104 Jan x To view the list of contact persons whose names start with a specific letter or character click the appropriate letter or select the character from the drop down list before the alphabet buttons To view the list of all contact persons click the All button after the alphabet buttons You can access and edit details of the profile for which a selected contact works from this sub module directly To do so click the Profile button on the toolbar and select the required tab The Profile Details screen opens to let you view or edit profile details Maintaining Contact Details You can add copy modify and delete contact records You can also send their details to marketing campaigns as targets Adding Contacts You can add details for a new contact in two different ways One method is to click the New Contact from a Different Pr
206. tails Use the Details tab to record basic information about a campaign stage Stage No The system assigns a number for the new stage automatically However you can change it as needed This is a mandatory field Description Enter a name or description for the new stage This is a mandatory field Start Date End Date Enter the start and end dates of the campaign stage if known Comments Record any comments that you may have regarding the campaign stage Target Related Statistics Enter target details here and click the Compute button to let the system calculate target related statistics FAQAD 192 User Guide QAD Customer Relationship Management Targets The Targets tab displays the list of targets associated with the selected stage You can select the view from the Target Type and Contact Methods drop down lists Fig 14 6 Stage Details ixi Il Details Targets Stage No efi Description pe Start date 01 Feb 2009 Sun End date H 28 Feb 2009 Sat Comments Target Related Statistics Compute Anticipated D On Hold 0 Total targets 0 Cleared 0 Processed 0 Active 0 e o ceo MEL vx When you save the information you entered in the Stage Details window the new stage name displays in the bottom left of the Campaign Processing screen You can now add activities to this stage Adding Stage Activities To add an activity to a selected stag
207. tails relating to the installed product Fig 18 1 LIT Calls Opportunities Notes Analysis Codes User Defined Fields Installed Base Anheuser Busch Company Contract No Last PM Date x Details Tab Select Contact 29002 v Invoice number Next PM Date zi Select Customer Anheuser Busch Company Sales Order No PMDays 0 Installed Base Product details Product 1D 240 01 02 132 3A Roller Assembly Maintenance Expire Date f xl ModeljVersion Currency v Maintained By Marketing Code 2 Effective Date 15 Sep 2004 Wed v Profitem ID Product Type Quantity 1 0 B C Prod Group Sell Price 0 00 Installed date 15 May 2002 Wed Transfer Price 1 0 00 a Status 2 Transfer Price2 0 00 a Serial No 12345 Warranty Code Reference D A Warranty Expire Date 755 5005 Mon v 1 Enter customer details as required Select End User Enter the end user for the product item For details on using the Find Profile Contact browse see Searching Profiles and Contacts on page 94 Select Contact Enter the name of a contact from the end user Select Customer Enter the name of the customer if the item was provided to the end user from a customer Contract No Enter the number of the contract associated with the sale For details about maintaining contracts see Chapter 17 Managing Service Contracts and Quotes on page 225 Invoice Number Enter the invo
208. tates the creation of detailed campaign budgets and enables accurate tracking of all costs associated with a particular campaign This tracking capability not only helps a campaign stay on budget but also provides information that can be used for analysis of cost per lead It provides powerful features to manage marketing campaigns by extracting and consolidating information from the Sales Management layer For example you can derive the target audience of a campaign from the details of profiles and contacts already existing in the system You can use the Scripts module to maintain surveys and telemarketing scripts Similarly the mail merge feature can help you send marketing literature to your target audience You can also generate various useful reports related to marketing All the modules of the Sales Management layer are accessible through Marketing Management also The modules specific to Marketing Management are Marketing Campaigns Contact Mailing Preferences Remote Sales Using the Remote Sales function enables sales personnel located in distant places to interact with the central database This ensures that the latest data is available to both off site and on site personnel to further streamline sales efforts Remote Sales can be installed on the computers of sales personnel working remotely from standalone systems Through these standalone systems remote users can synchronize data with the central QAD CRM database as s
209. ted to Profile Ext Ajc Mngr u Profile Int A c Mngr v Manual hd 2 Scheduling information Start date amp timed 23 Jan 2008 Wed 4 03 34PME 2 Duration 5minutes x Interval 5 Minutes Incase of conflict use next slot amp Folow up activity v X B FAQAD Maintaining Marketing Campaigns 199 Managing Media Sources The Media Source sub module helps maintain details about the chosen media source for a campaign The media source is the medium through which a campaign is carried out such as advertisements television commercials or newspaper articles Since these media typically cost a significant amount expenses related to them should be included in the cost of campaigns The Media Source sub module helps you compute these costs and manage them through the various stages of a campaign Choose Main Menu Marketing Management Marketing Campaigns Media Source to open the Media Source screen The Media Source screen has two parts the top half is a browser displaying the list of media sources attached to existing campaigns in the database while the bottom half opens the source details for the selected campaign in edit mode Fig 14 20 Media Source Campaign 10 Media Code Type TotalCost MediaNeme U Coordinator Country Address E test22 0 PAK test test o PAK test SAM v TOI Press Release 0 TOI newspaper Details Issue Media code testz2 Comments Media N
210. ted with Microsoft Exchange Server mailboxes You can set up these mailboxes and associate them with users 18 User Guide QAD Customer Relationship Management Logging In and Out This section describes the system login and logout procedures Logging In 1 Click the system icon on your desktop to start the QAD CRM application The log in window displays 2 Enter your user name in the User ID field Fig 2 1 Log In screen x FAQAD CRM User ID Doug Davis Password Application Language ENGLISH bs Heb 3 Enter your password in the Password field 4 Inthe Application Language field enter the language in which you want to work with the system The system supports multiple languages If you specify the language it appears in the Log in screen by default Note Your user profile also lets you set the system default language if it is not specified here 5 Click OK 6 Ifyou select OK in the previous step another window displays From the Log On To drop down select the company you want to log in to 7 Select the menu you want to see through the Use Menu drop down Note The Log On To and Use Menu drop downs display only if you are allocated multiple companies and multiple menus 8 Click OK FAQAD Getting Started 19 Logging Out You can log out of the system by selecting the File Exit option from the main menu bar An alternative method to log out of the system is described below
211. ter lets you define the settings described in Table 11 1 FAQAD 158 User Guide QAD Customer Relationship Management Table 11 1 Report Writer Settings MOAD Settings Action Report Details Fields Group Record Highlight Sort Format Graph Define Field Ranges Lets you choose user access rights for the report and make the report available to selected modules and users It is similar to the External Report Details window see Adding External Reports on page 154 The only difference is the Query ID field here instead of the Procedure to Run field in the External Report Details window Lets you select the fields you want displayed in the report The list of fields appearing here depends on the Query ID you selected in Report Details Some fields are generic and appear in all lists These fields relate to header and footer information like page number date and time and so on You can also select the font color alignment and appearance for each field of the report Click the Calculated Field button to apply preset formulae to the available fields These calculated fields then appear with a red asterisk in the fields listing Click the Summary Fields button to select fields that appear with a summary in the report Lets you select particular groups according to which the report displays It is basically a design element to arrange data display Groups take precedence over sort options Lets
212. teria Action Search Options in gt Profiles and Name and Location Enter any or all of the listed fields that include profile or alias Contacts name address town city county state post code country and profile type Contact You can search for a contact by giving name details position description or mail groups the contact belongs to Date This search allows you to enter a date range and displays all records created or modified during the selected period It also helps to search profiles or contacts by their creation or modification dates FAQAD 96 User Guide QAD Customer Relationship Management MOAD Search Criteria Action Freeform Select the basis of the search by clicking a radio button The available options are Profile Contact Site Address and Transaction History For example you can perform conditional search for history text Click the Transaction History radio button Enter the field operator values as Notes contains Send Quotation The system displays all records where the text Send Quotation appears for processed activities You can also enter an associated condition For example you are looking for the profile type Architect Select the Profile radio button Select Type from the Field drop down Select a Condition and apply an appropriate value to it as in the profile type begins with Ar Click Search to display a list of profiles who are architects Profile History Text Enter some keyw
213. tes with QAD 2008 1 Standard Edition External Account Manager An external account manager visits profile sites to conduct profile management tasks G Generic Data Import GD I A data management feature in QAD CRM that assists in the import of data from external sources into system databases FAQAD 256 User Guide QAD Customer Relationship Management H Installed Base The records of all items sold to customers who may be involved in future interactions with your organization Items in the installed base may or may not be under warranty or service contracts M Menu Manager Allows system administrators to define system menu and functionality for users and user groups It allows system administrators to implement user access privileges N Node Databases to which system sessions connect Remote nodes are standalone databases installed on remote computers as part of QAD Remote Sales MOAD O Output Channels Applications or printers to which reports are output Quotation A statement of price terms of sale and description of goods or services offered by a vendor to a prospective purchaser When given in response to an inquiry it is usually considered an offer to sell P Product Line Products of a similar nature are categorized in a product line For example you can add products like audio and video cassettes compact disks digital video disks and laser disks to the Audio Video product line
214. the Attachment tab it will not be accessible to others Maintaining Opportunity Lines Opportunity lines consist of a list of products and their pricing details They are associated with opportunity stages and not directly with the opportunity record Example A profile is interested in two products They have ordered one product and asked for a quote for the other In this case a single opportunity record for the profile has one product in the order stage and the other in the quote stage You can also maintain opportunity line details from the Enquiry Quote Order and Other Stages tabs of the Opportunities module The opportunity lines feature supports user defined frames Use the Opportunity Lines Details window whenever you want to record details for a new product Working with Opportunities 87 Fig 6 2 2x Opportunity Lines i User Defined Fields Details mef Product Details Podat D Cost Details List price oo w B Cost Price joo us Quantity osa um D Net Price 0 00 usb mrin p VAT amount 000 Transfer Price1 0 00 usp Bg Value 0 00 USD Transfer Price2 0 00 uo Site Pricing Pricing Date 23 Jun 2008 Mon Effective Date 02 Mar 1992 Mon gt Text External Text Internal text le e o dcum xU Details Use the Details tab to record basic information about a new opportunity line Line Refers to a system generated number
215. the root Available Scripts item selected right click the Scripts tree view and choose New Script from the menu Note This menu also contains additional options for working with scripts If an attempt is made to delete a script an alert message displays Fig 13 1 Script Details PR Script Details i List Script Code Description Date entered 22 Oct 2007 Mon El Status O Live Test Comments le 9 o d ouIdakgo xL Script Code Enter a unique code to identify the script Description Enter a description of the script Date Entered Enter the date on which the script was added to the system Status Select a status for the script Test Select this option to indicate the script is not yet ready for a live environment Note Itis recommended that you do not use a test script for live data collection you will lose all previously collected answers once you convert a test script to a live script Live Select this option to indicate the script is being used in a live or production environment Comments Enter descriptive comments as required FAQAD 170 User Guide QAD Customer Relationship Management Fig 13 2 Section Subsection Details FAQAD Note To target information for existing scripts click the name of the script in the List pane The Target browse displays showing target information for the selected script along with associated contacts and the date on which the script was
216. the selected CSR whenever a note is entered into the system for this call Email on Priority Change Send an e mail to the selected CSR whenever the priority of a call in the system is modified Email on Status Change Send an e mail to the selected CSR whenever the status of a call in the system is modified If the status specified has a subsequent status you can specify that an e mail should be sent when the call is given this status in order to track the progress of a call through customer service Maintaining CSRs 247 For details on maintaining the status of customer service calls see Maintaining Service Call Status on page 215 Available Queues Use the Available Queues tab to view the service queues associated with a CSR For details on maintaining service queues see Chapter 19 Maintaining Service Queues on page 240 MOAD 248 User Guide QAD Customer Relationship Management MOAD ract Settings 252 250 User Guide QAD Customer Relationship Management Fig 21 1 Call Settings MOAD Overview The efficient handling of customer service calls is an important component of maintaining customer satisfaction Using the Call Settings and Service Contract Settings features in the Customer Service module you can define how the system handles customer service calls and service contracts Defining Call Settings Use the Call Settings screen to define how the system handles customer service calls Fo
217. ther attendees kw Ken Weeks kpo Kieran 0 Dea Response Status Reason Not Responded Not Responded Krystyna Nowicka Not Responded You can send out an appointment notification to all the attendees by clicking the Send Appointment Notification button on the toolbar The Send Appointment Notification window displays FAQAD 68 User Guide QAD Customer Relationship Management Fig 5 8 Send Appointment Notification MOAD Fl Send Appointment Notification ajoj xl IT Ken Weeks T Krystyna Nowicka I Kieran O Dea contacts Template name Pla M show T Rho In the Send Appointment Notification window choose the users and contacts who you want to send invitations by clicking on the respective check boxes Some user and contact names may appear non updateable for any of the following reasons Invitations are sent to them directly through the Microsoft Exchange Server For this to happen Exchange Server integration with QAD CRM must be enabled E mail IDs of the users and contacts are either missing or invalid When the appointment notification is sent out internal users can see the appointment reflecting in their activities calendar History Use the History tab to record a transaction history for the activity When you process activities you create transaction history records This tab serves to maintain records of those activities that have been processed Select t
218. through the Details tab Activities You can use this tab to view and manage activities associated with the selected profile You can add edit copy delete or process activities from this tab directly Two views at the bottom of this window let you view both planned activities and activity history Note The History view here functions at the profile level and not at the activity level So you can view all the activities planned or performed for a selected profile You can choose the View Reading Pane option if you want to see the comments recorded with each activity record To access this option either right click the Activity tab area and select from the menu or choose from the Options button For more details on activities see Working with Activities and Tasks Opportunities Use the Opportunities tab to view and manage opportunities associated with the selected profile You can add edit copy or delete opportunities from this tab directly Two views at the bottom of the right side of this window let you view both description and opportunity lines For more details on opportunities see Working with Opportunities on page 77 MOAD 106 User Guide QAD Customer Relationship Management MOAD Relationships You can use this tab to manage the hierarchical relationship details ofthe selected profile This tab lets you view add attach or delete organizational hierarchy for the selected profile Th
219. to add new scripts and process or delete existing ones You can also replace script codes or other columns that display here When you right click and select Add from the menu the Script Details window displays Choose the script code you want to attach to the selected contact with the help of the look up provided When you choose to process a script the Processing Script window opens This window displays all the questions that form part ofthe selected script You can directly enter the customer responses in this window and save them You can create scripts through the stand alone Scripts module For more details see Chapter 13 Maintaining Scripts on page 168 Copying Contacts You can copy a contact record and associate it with another profile apart from the current one This is useful when most information for the existing contact and the new contact is the same 1 Select the contact record and click the Copy button on the toolbar Alternatively select Copy from the File menu or right click and select Copy from the menu The Copy Contact pop up displays Fig 7 14 PER Copy Contact Select Profile yx 2 Click the Select Profile button The Find Profile Contact window opens 3 Search for the profile with which you want to associate the new contact record you are creating and click OK This attaches the contact record to the selected profile FAQAD 126 User Guide QAD Customer Relationship Management Fig
220. to use the time format 5 00 4 15 4 30 and so on The default interval is 30 The Time Interval setting controls time 07 15 07 30 increments _ RE 07 45 Activity Settings Use the Activity Settings tab to define preferences for working with activities and the calendar You can define the calendar default view working hours time formats visual theme and so on For details about working with activities see Chapter 5 Working with Activities and Tasks on page 59 My Preferences ET General Email Profile Find Cursor Report Settings Regional Settings Activity Settings Use following default Email Activity template Template name Select the default view you want to see when viewing your Activites Week v Calendar work week Sun Tue vjwed v Thu v Fri Sat Set your working hours Start time 08 00 9 End time 04 00 9 Other settings First day of week Monday v Duration 30 Minutes v V Show week numbers in the date navigator Display Activity time in Digital O Analog Calendar visual theme Office 2003 Template Name Select the default e mail activity template to use Defining Preferences and Settings 43 Activity Default View Select the default view to use when viewing your activities Calendar Work Week Select the days to include in a calendar work week Working Hours Specify the Start Time and End
221. tory Management However if you click the look ups the names of all account managers in the system display If you choose an account manager from the look up list that name overrides the account manager suggestion given by the system Alias name Click the Alias button to enter an alias name for the new profile record You can create multiple aliases for a profile Customer Number Enter a customer number for the profile This number can be used later as a reference for billing and finance purposes and for tracking opportunities and sales Note The Customer Number field is editable only if QAD ERP integration is not enabled Otherwise the customer number is assigned from QAD ERP directly once the information between the two applications is synchronized When QAD ERP integration is enabled this field is non updateable Important Ifa stand alone profile record is integrated with QAD ERP at a later date the value for the Customer Number field is over written by the value picked by QAD CRM from QAD ERP Profile ID The system assigns a unique number to each new profile record While the Profile ID field 1s non updateable the profile number sequence is configurable You can change or set the number to a particular sequence if required Contact your system administrator for any changes To generate Profile IDs the system picks the next number available in its records and prefixes the company ID to it Example Ifthe company ID is Spor
222. ts and the next available number is 3562 the profile ID generated would be Sports 3562 Working with Profiles and Contacts 103 Segmentation The fields in this section pertain to marketing related information for the new profile You can use the look ups provided to classify the new profile based on industry rating company size and other such details Contact Details The fields in this section display contact related details such as name contact number and email address Further Details Use this tab to enter further details such as viewing permissions billing information and call information This tab also lets you view other information through counters for installed base records overdue activities and open support calls Fig 7 6 Details Further Details addresses Activities Opportunities Relationships Internal Contacts Remarks Campaigns Analysis Codes Installed Base Contracts User Defi Profiles Further Permissions Who can access C Anyone Team Details SOL p Billing information Currency pound sterling GBP ha Bill to 50000117 A cms Credit Hold Yes No Call information Call priority 1 Other information Last ordered ff 15 Jun 2005 w v Time zone 2 Installed Base records p Maa Overdue Activities o Open support calls 7 Show Now Who Can Access In the Permissions area specify the access rights to the profile
223. ty you are required to process it either on or before the scheduled date Activities that are past due date appear as overdue activities in the calendar Note The list of activities and tasks often appears color coded depending on the settings defined by your system administrator through Settings System System Control Activity and Reminder Settings You can define different colors for activities and tasks based on whether they are overdue high priority or recurring in nature For details see Administration Guide QAD Customer Relationship Management Managing activity details include adding editing and deleting activity records as required However you can perform various other operations related to an activity record For example you can access profile contact and opportunity records You can also classify activities as being business related or personal in nature To do so exclude profile and contact details while specifying activity details Note You cannot process activities that are not linked to any profile The system also lets you specify activity details that other users cannot access Such activities are called private activities Maintaining Activity Types You can select activity types from the Add an Activity list box on the QAD CRM toolbar Once you select the activity type the relevant screen displays You can also use the Activities module to select and maintain activity types Working with Activities and
224. type you want to search for customer supplier or end user Enter criteria in any or all of the listed fields that include number name sort name town city county zip post code and freeform query Sales Quote You can search for a customer record by giving sales quote details such as quote value or quote date Sales Order You can search for a customer record by giving sales order details such as order value order date purchase order or quote details Invoice You can search for a customer record by giving invoice details such as invoice value invoice date or invoice purchase order details Calls You can search for a customer record by giving call details such as call ID call serial item number end user or end user name Installed Base You can search for a customer record by giving installed base details such as end user value end user name item number or serial number of the product Contract You can search for a customer record by giving contract value details Note All the above search criteria allow you to run a search based on freeform queries Customer Console Search Results The records matching your search criteria are listed in the viewer Two options related to the QAD ERP application are available through the right click menu here Go To Goto QAD ERP Using the Go To Option Choose Go To from the right click menu to display the customer console for the selected record Depending on your choice of
225. ue card Answer data type a Range Allowed Response Format Estimated Time gt seconds Weight Contribution 0 00 An answer to this question needs to update a base table in QAD CRM File Location di to meeoyvy x Question Details Use the Question Details tab to provide the question text and format Section Enter the name of the section that should contain this question Subsection Enter the name of the subsection that should contain this question Order Enter a value in the Order field to represent the order of the question within the section or subsection In order to leave room for additional questions it is recommended values be entered in increments of 10 For example enter 10 to make this the first question in the section or subsection 20 for the next question and so on Question Enter the text of the question This field is required Cue card Enter the identifier for the cue card to use when the script is run A cue card is a visual prompt that the system displays during script processing when the focus is on a particular question Cue cards are designed to assist users to provide appropriate responses Working with Scripts 173 Answer Data Type Enter the data type for the question For Decimal and Date options the Range Allowed check box is available Note You also can provide information about appropriate responses for each answer data type by using the Possible
226. uickly identify its purpose u Next Service Queue Specify the next queue to which the system should route calls with the next status This field is for reference you can use it when setting up escalations Next Status Code Specify the next status that normally follows this status in the call life cycle The next status specified here provides a default when the status ofa call is modified Ask Reason Select this option to cause the system to display a dialog box that lets a CSR record the reason for the call status change Is Open Select this option to cause service calls assigned this status code to display as open in the Call Management module Comments Enter any description required Viewing Customer Service Calls Use the Call Management screen to view customer service calls recorded in the system In the My Work task panel you can view Calls that are open Calls that are assigned The queues defined in the system and calls assigned to those queues Managing Customer Service Calls 217 Right click the service call browser or a call record to access options for working with customer service call records for example filtering call records exporting records to third party applications sending call records to marketing campaigns and so on Call records that display in bold font indicate calls that have not yet been assigned to a CSR A CSR can start working on a call by right clicking a service call record
227. ular call through this tab The toolbar of the Call Details screen lets you perform the following functions View profile details for selected profile View contact details for selected contact This toolbar is enabled only after you put in required profile or contact information in the Details tab and save it Using Help The system has a Help button on each screen It is usually located close to the top right corner of the screen in the system toolbar There is also a text box above the Help button where you can enter a specific question and the relevant help file for your query 1s displayed in a separate window Users User Groups and Teams The QAD CRM system lets you define users and form user groups and teams according to the specific requirements of your organization If a company has multiple businesses these can be classified as different Business Units with each unit representing a separate enterprise Each of these units can then have multiple users and teams with varied permissions granted to them Such user or team level permissions and menu access can be set from the Menu Manager available in Settings System For more details see the Settings module of Administration Guide QAD Customer Relationship Management MOAD 34 User Guide QAD Customer Relationship Management Fig 2 13 Change Password MOAD Changing Your Password The system administrator provides you with a user name and password aft
228. up code check boxes as required Click Save to record your selection in the system Choose your view options from the radio buttons provided To view all group codes select All User Defined Fields If any user defined frames and fields are set up for opportunities you can view them or edit them through this tab User defined frames and fields give you the flexibility to add parameters to each record based on your unique requirements Only a system administrator can create user defined frames and fields through Settings System User Defined Fields For more details see the Administration Guide QAD Customer Relationship Management MOAD 86 User Guide QAD Customer Relationship Management MOAD Attachment The Attachment tab lets you attach a document from your hard disk to the system Right click and select Attach Document from Hard Disk from the menu to attach a document of your choice You can also choose the display view ofthe attachments by selecting from the options available in the right click menu You can also detach open or view the properties of a selected attachment Right click and choose the required option from the menu Note In order to share documents from the Attachment tab and view them successfully make sure that the documents are attached from a shared network drive that is accessible to all users in a team or business unit If any user attaches a document from their local hard drive to QAD CRM through
229. ur separate views or components Activity Summary Displays closed and overdue activities in table format according to the sort criteria specified Forecast Sales Provides a view of the sales forecast for a specified time span in graph or table format Sales Displays the figures reflecting actual sales within a specified period Top Neglected Object Works with a combination of profiles and opportunities displaying either the highest revenue earners or those that have not had any activity for a specified time span It includes three components Top Profiles Top Opportunities and Neglected Profiles and Opportunities Maintaining the Dashboard Dashboard Dashboard name New dashboard Sf Edit Refresh E Components amp Print view Profile type Status Overdue ARCHITECT BLD MERCHANT BUILDER EDUCATION The dashboard toolbar includes the following Dashboard Name Use the drop down to select the dashboard you want to display Edit Click this button to change the display and data properties of the current dashboard You can also add or delete existing dashboards through this option Refresh Click this button to reload the dashboard views Components Use the drop down to select which component to edit Print Use the drop down to select which component view to print You can only print one view at a time All the displayed views cannot be printed tog
230. urrent method of Waste Disposal 20 2 How many of these waste containers do you have 30 How many pickups collections do you have per week 40 Is this number of pickups collections adequate 50 2 How many waste containers do you use per week 60 R Is your rubbish currently loose or compacted 70 2 Since your waste is currently loose if a compactor was recommended Does your current general waste include all your cardboard or do you se 5 Select the question in the script you want to use and click OK For example you might choose the first question in the script and work through the questions in sequence in order to gradually reduce the amount of response data Alternatively you can branch to any question you want at any time in the script analysis process depending on your analysis requirements 6 The selected question displays in the Script Analysis box 7 Select a response and provide a possible response value FAQAD 180 User Guide QAD Customer Relationship Management MOAD Note The type of responses and acceptable response values depends upon the answer data type defined for that question For details on answer data types see Possible Answers on page 173 8 To use only one filter criterion click OK The Script Analysis browser displays showing a list of targets that satisfy the script analysis criterion you entered 9 To add more criteria exit the browser and then select a logical o
231. utton on the system toolbar and select the tab you want to view or edit The Profile Details screen displays with the selected tab open Note The Profile drop down button is not available when you are using the Profile module itself but it is available on the system toolbar at all other locations where profiles are used Working with Profiles and Contacts 101 Fig 7 5 Details Further Details Addresses Activities Opportunities Relationships Internal Contacts Remarks Campaigns Analysis Codes Installed Base Contracts User Defin Profile Details Address details Segmentation Contact details Profile Name C M Carpentry amp Design Type INTERIOR DESIGN pe Address 2 Crawford Avenue 2 Life time rating C 2 GRAYS t Essex Industry je RM16 25 B8 scos DI Company size TelNo 1 amp d Employees D Email Id j pM Group Web Address 9 D i a i Sub Group rt 2 Alloc Ext A C Mar 2 pT Region A Alloc Int A C Mar gt Source BUI 615 1201 2 Alias Name E a EEL 09 Jun 2 u Note The Profile Details screen is identical to the tabs that display in the lower area of the All Profiles screen You can also access the Contact Details screen from the Profile Details screen by clicking the Contact button on the bottom left corner This is the same as the Contact Persons screen For details see Adding Contacts on page 120 Details U
232. vice Gold Silver or Bronze representing different levels of support Order Date Enter the date on which the order for this service contract was completed Start Date Enter the date on which the service contract begins End Date Enter the date on which the service contract ends By default the end date is 12 months from the date on which the contract began Purchase Order Enter the purchase order number of the service contract MOAD 228 User Guide QAD Customer Relationship Management Fig 17 2 Further Details Tab MOAD Project Enter identifying information associated with the quote as required Enter the required bill to information for the service contract Customer Contact and Address fields inherit the entries specified in the service contract header Typically the customer and the bill to information will be the same Bill Frequency Enter a frequency for the customer to be billed Last Billed Enter the date on which the customer was last billed Next Bill Enter the date on which the next bill should be sent to the customer Note If your system is integrated with aQAD ERP application this information is derived from the QAD ERP application database Cancellation Date If the contract has been cancelled enter the cancellation date Further Details Use the Further Details tab to enter additional information about the service contract such as price list credit terms language and so on D
233. www gad com Contents About This Guide 44 4 4 1 What Is in This Guide 2 Other QAD Documentation 3 Online Helps i ee Eae ue ste RC p ine Arnd e E ug 3 OAD WebSite susanne e qiue e ESS 3 CONVENTIONS a usen Walked gU ae od Brat gd a Qe CE ee COE d 4 Screen Illustrations 4 Keyboard Command Summary 4 Typographie see 5 Section 1 Introduction suis iis an RL Run 7 Chapter 1 OVervIBW ra x dai dence EX AOR ACC ACACICOR ERE VOR un 9 Introduction crescini eti ETENEE EESE EEEREN 10 Sales Management 12 eee ee een ana 11 Marketing Management 13 Remote Sales eo re M Rae 13 Integration with QAD Enterprise Applications 14 Integration with Microsoft Exchange Server 15 Chapter 2 Getting Started 17 Logging In and Out 18 Logging In 2s een due pue qe edis 18 iv User Guide QAD Customer Relationship Management Logging Out sis aurea arcane Vcg AUR o Se PR eate 19 Using the User Interface 19 Screen Layout u tee 19 Navigation 4 21 Toolbar Buttons
234. y run Progress programs using this feature FAQAD 56 User Guide QAD Customer Relationship Management Fig 4 3 Run Procedure FA Run Procedure Name of Procedure to Run Run Persistent Le x 9 1 Enter the name of a program in the Name of Procedure to Run field 2 To run the program in a persistent mode select the Run Persistent check box Running a program persistently enables other external procedures to access the program 3 Click Run The program executes FAQAD 93 58 User Guide QAD Customer Relationship Management MOAD 60 User Guide QAD Customer Relationship Management MOAD Overview In the QAD Customer Relationship Management QAD CRM system Activities are defined as business activities that are scheduled and pre planned while Tasks are non business related activities that you can assign to yourself or to others in your team The Activities module of the system ensures that your sales and marketing teams always have the relevant customer market and sales information at their fingertips This module is therefore available in both Sales Management and Marketing Management Working with Views You can schedule and process various types of activities for the profiles and contacts in your database and set tasks for yourself and others through the Activities module To access this module choose Main Menu Sales Marketing Management Activities in the QAD CRM menu
235. you are creating If the profile is being created for a team any end user who is logged in but not a part of the team will not be able to view this profile If you click the Anyone option then the profile record can be accessed by all logged in users Bill To Use the look up to specify a value for this field The Bill To field stores the customer number of the profile you choose as the billing party After specifying a value for this field if you add opportunity quotes for this profile the bill to information is automatically picked by the system from this field Call Priority Enter a call priority value for all calls related to the current profile record MOAD 104 User Guide QAD Customer Relationship Management MOAD Note You can assign a default priority to calls from a particular profile by assigning the call priority value in the Further Details tab in All Profiles When you create a new call record for the profile at a later date the system automatically assigns the priority value you mention in the Call Priority field here The following fields appear in the Other Information section of the Further Details tab Installed Base Records The value for this field 1s picked by the system from the Installed Base module If a customer has an existing installed base record then it will display here Overdue Activities The value for this field is picked by the system from the Activities module It provides a count of the numbe
236. you have many calls using filters is a useful way to limit the number displayed Defined filters appear in the task pane to the left of the Call browser You define filters for call records as you do for other types of system records FAQAD 224 User Guide QAD Customer Relationship Management Note After modifying an existing filter you may have to choose the Refresh command on the right click menu to refresh the call records list for the modified filter MOAD 226 User Guide QAD Customer Relationship Management MOAD Overview Service contracts define a relationship with the service customer and multiple end users and items Typically before a contractual agreement is signed a service contract quote is generated Service contract quotes specify the cost terms and conditions for such things as telephone support field repairs and maintenance Maintaining Service Contract Quotes Use the Service Contract Quotes screen to maintain service contract quotes You can define contract header and bill to details as well as information about contract lines currency and pricing and so on Note If your QAD Customer Relationship Management QAD CRM system is integrated with aQAD ERP application some service contract information that displays on the Further Details tab price list and credit terms for example is shared with the Financials component and is updated automatically in QAD CRM 1 Choose Customer Service S

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