Outlook 2007 / CRM Training

1. Outlook 2007 / CRM Training 2014

2. Table of Contents SECTION 1 • The Four Pillars of RITALKA – Slide 3 (:37) • Background of Outlook – Slide 4 (1:16) • Functions of Outlook – Slide 5 (1:46) • How to Get to Outlook – Slide 6 (2:30) • Email – Slide 7 (3:18) • Folders – Slide 9 (8:40) • Public Folders – Slide 11 (13:48) • Calendar – Slide 12 (14:29) SECTION 2 • Fields & Forms – Slide 16 (:01) • Gold Sheet – Slide 18 (:27) SECTION 3 • Contacts – Slide 26 (:01) • References – Slide 36 (18:29) • Index – Slide 37

3. The Four Software Pillars of RITALKA

4. Background of Outlook • Currently Ritalka as a whole is using Outlook 2007 • Outlook has been there all along but we have fallen away from using it to its fullest • We use outlook as our CRM for managing our clients 1. Technology Side – what it can and can’t do 2. Diligence Side - importance of keeping the data current

5. Functions of Outlook • Email – Internal and External • Tasks • Folders – Employee Folder, Public Folders, Personal Folders, & PST • Calendars – Company calendar & Personal calendar • Notes • Contacts – Internal, vendors, customers, & personal • Gold Sheet – RVI, SpecSys

6. How To Get To Outlook • From the Office • From VPN • From A Tablet • Public Folder App • From Web Via Web Access • Need to Use Windows Explorer to get full functionality

7. Email

8. Use good etiquette for e-mails • To: • CC: • Subject: Always have a subject and keep it to the point! • Subject lines are important for search and easy reference at quick glance • Turn on your spell checker • Catch your grammatical errors • Take the time to re-read your e-mails going out to our customers • Use your Out Of Office when you are truly out • Tell them who to contact and how while you are out • Duration of time you will be out • E-Mail Signature • Company Tracking

9. Folders

10. Creating Folders, Structuring Folders & Creating Rules • PST File • Back up and archive for e-mails allows you to free up your mailbox capacity • IT only backs up what is on the network and they do not back up personal folders that are on your local computer • Important to make it a routine to move your items from your folders to PST files on a routine basis • Remember to delete your deleted items, RSS Feeds, Sync Issues, and your junk folder to free up mail box space.

11. Public Folders • RITALKA • RIT-Calendar • RIT-Contacts • RIT-Employee Contacts • RIT-Tasks • TD-Contacts (Travel Direct Aviation Contacts) • SpecSys • Spec-Calendar • Spec-Contacts • Spec-Tasks • Spec-Gold Sheeting (Sales dedicated CONTACTS for client tracking) • Spec-Project Tracking (Email storage for projects) • Spec-Company Tracking (Email storage for non-projects) • RVI • RVI-Calendar • RVI-Contacts • RVI-Tasks • RVI-Gold Sheeting (Sales dedicated CONTACTS for client tracking) • RVI-Company Tracking (Email storage)

12. Calendars

13. Fields of information that are all related together. This is a different form of database just in calendar view • Creating a meeting notice • Reserving meeting rooms, company cars, & GoToMeeting spots • Recurring • Categorizing each calendar entry • Colors are assigned to categories for quick visual reference • Red = Hot/High, Blue = Cold/Low

14. Calendars (Required Fields) • Fill out in Public Folder First, and then “Copy To My Calendar” • Calendars (Categories To Be Used) Code Description Definition: MAT – Materials Management: Purchasing, Receiving, Shipping, Inventory & Logistics FAC – Facilities Management Tech – Technology & IT D – Department F – Facility

15. Calendar, Client & Contact Rating • The document “How to Install CodeTwo Category Manager.docx” in the following location will provide you step-by-step install instructions. In order to install this Outlook add-in, Outlook will need to be closed before running the install file. \\rit-05\IT_Public\Master_Categories_List Code Description Definition: CR – Client Rating CR – Contact Rating CR – Calendar Rating

16. Fields & Forms

17. Field – Database information that you can categorize • (contact tab) • Form • What is used to put information on Gold Sheets and Contacts • Can be customized

18. Gold Sheet

19. Gold Sheeting replaces the late Companies & Regions • Gold Sheet (Required Fields) • Gold Sheet is for company information and note management • Gold Sheet location is based on where majority of economic buyers are located (Corporate Headquarters) • The different locations are accounted for via Individual Contacts, with same Company Name • Fill in as much information as possible at the time of entry. • Don’t be afraid to ask for missing information

20. Company Name • Must be identical across individual CONTACTS and Gold Sheet CONTACTS • Person assigned to COMPANY in Gold Sheet is responsible for individuals of the same Company. • When COMPANY has several locations, only put in Primary (one listing) in Gold Sheet • Example: COMPANY: IBM STATE: NY (New York) COUNTRY/REGION: NE (North East USA) DEPARTMENT: NET (Networking & Computers) COMPANY: Halliburton STATE: OK (Oklahoma) COUNTRY/REGION: MS (Mid South USA) DEPARTMENT: OIL (Oil, Gas & Energy) • The different locations are accounted for via Individual Contacts, with same Company Name • Gold Sheet location is based on where majority of economic buyers are located

21. COUNTRY/REGION: • Logical geographical grouping for travel planning • North East USA: NE (North of D.C., Includes PA NY) • South East USA: SE (VA, WV, TN, KY, GA, AL, FL, NC, SC) • Great Lakes USA: GL (WI, IL, IN, OH, MI) • Midwest USA: MW (SD, ND, MN, IA, KS, NE) • Mid-South USA: MS (TX, OK, LA, AR, MS, MO) • North West USA: NW (MT, ID, WY, OR, WA) • South West USA: SW (CA, NV, AZ, NM, UT, CO) • Northern California: SW1 (RVI Only) • Southern California: SW2 (RVI Only) • International: Need to use specific country – China, Korea, France, Germany, Canada, etc. per contact for international as this is needed on mailing label for foreign mailers (DO NOT JUST USE INT) • Primary purpose of county/region is for travel planning • Regions are not used for Ritalka

22. DEPARTMENT: (ON DETAILS TAB) • Industry classification (See VP for Latest Classifications) • SpecSys: • AG: Agriculture CON: Construction • MIN: Mining OIL: Oil, Gas, Energy • RR: Rail Road AER: Aerospace and Aviation • MAT: Material Handling UT: Utilities • IND: Industrial & Automation GOV: Governmental & Defense • RVI: • NET: Networking/Computers CES: Consumer Electronics • TEL: Telecom MED: Medical • CON: Contract Mfg IND: Industrial/Automation/ATE • GOV: Governmental & Defense

23. OFFICE (ON DETAILS TAB): • Clients: Spec-CRVI-CRIT-C Idx-C • Vendors/Supplier: Spec-V RVI-V RIT-V • Employee: RIT-E • CMW & Wald Holding info will be filed under CMW-C, CMW-V • MANAGER (ON DETAILS TAB): • RVI Account Executives and SpecSys Account Managers utilize three letter initials (First, Middle, Last) • Verify with VP so no duplicates between employees • If not in Sales: Use Department - three letter initials (Example: MAT-XXX, ENG-XXX or MFG-XXX) to identify yourself • Verify with VP so no duplicates between employees • ANNIVERSARY (ON DETAILS TAB): • Anniversary date is not needed in Gold Sheet just in contacts

24. Categories: • Client Ratings • Used to determine customer rating • CR-A – Current Clients doing over $20-$25K in business and we are contacting them weekly • CR-B – Clients we have done business with in the past or the potential is great enough and we are contacting them monthly • CR-C – Clients that have potential but we are contacting them more on a quarterly basis • CR-D – Potential clients that are very cold. We contact them annually and visit while attending trade shows • Used to determine where this client is in the sales process • All categories show up on all areas of Outlook • By standardizing category codes, all employees communicate same info • Used for sorting purposes within any company • One client can have more than one category Code Description Definition: CR = Client Rating SM+ = Positive Stretch Mode SM- = Negative Stretch Mode FUN = Funnel

25. Notes • All notes should be kept under Gold Sheet and not contacts • Keep notes in Gold Sheet brief and to the point • Additional notes can be saved on the sales drive if needed

26. Contacts

27. Contacts (Required Fields) • Fill in as much information as possible at the time of entry. • Don’t be afraid to ask for missing information • Person assigned to COMPANY in Gold Sheet is responsible for individuals of the same Company. • Make it a process to put business cards in right away • The different locations are accounted for via Individual Contacts, with same Company Name versus the company information and main location is accounted for via Gold Sheets

28. OFFICE (ON DETAILS TAB): • Clients: Spec-CRVI-CRIT-C Idx-C • Vendors/Supplier: Spec-V RVI-V RIT-V • Employee: RIT-E • CMW & Wald Holding Info will be filed under CMW-C, CMW-V • MANAGER (ON DETAILS TAB): • RVI Account Executives and SpecSys Account Managers utilize three letter initials (First, Middle, Last) • Verify with VP so no duplicates between employees • If not in Sales: Use Department - three letter initials (Example: MAT-XXX, ENG-XXX or MFG-XXX) to identify yourself • Verify with VP so no duplicates between employees • ANNIVERSARY (ON DETAILS TAB): • Used to verify that we have a good contact in our CRM system • Utilized for company card mailings and postcard mailed (6 times annually) • Date CONTACT was last verified to be correct by MANAGER • If unknown now: 1/1/2000 • (Will show up in Sort at end of list, flagging you to get this resolved) • Sort list on a quarterly basis to always keep up to date. Change anniversary date when you make contact with this person. • System will ask you if you want to put on calendar - NO

29. COUNTRY/REGION: • Logical geographical grouping for travel planning • North East USA: NE (North of D.C., Includes PA NY) • South East USA: SE (VA, WV, TN, KY, GA, AL, FL, NC, SC) • Great Lakes USA: GL (WI, IL, IN, OH, MI) • Midwest USA: MW (SD, ND, MN, IA, KS, NE) • Mid-South USA: MS (TX, OK, La, AR, MS, MO) • North West USA: NW (MT, ID, WY, OR, WA) • South West USA: SW (CA, NV, AZ, NM, UT, CO) • Northern California: SW1 (RVI Only) • Southern California: SW2 (RVI Only) • International: Need to use specific country – China, Korea, France, Germany, Canada, etc per contact for international as this is needed on mailing label for foreign mailers (DO NOT JUST USE INT) • Primary purpose of county/region is for travel planning • Regions are not used for Ritalka

30. Categories: • Contact Ratings • Used to determine contact rating • Contact rating should coincide with client rating • Example: If you have a “B Client” you can not have anything higher can a “B Contact;” however, you can have a “C contact” or a “D contact.” • One contact can have more than one category

31. RITALKA Contacts Only • OFFICE Location (ON DETAILS TAB): • CMW-C CMW Client (Formerly RIT-C, now CMW-C) • FAC Facility Contact  (Contractors, Suppliers) • FIN Finance and Accounting Contact • GOV Governmental, Education, EDA, City, County, etc. Contact • INS Insurance Contact • IS Information System Contact • LAW Legal and Lawyer Contact • OFF Office Supplies, Office Equipment Contact • PRESS Press, Magazines & Newspaper Contact • QUAL Quality Contact • RIT-V RITALKA Vendor Contact • RIT-E RITALKA Employee Contact • MANAGER (ON DETAILS TAB) • Ok to use your initials if you are personally managing the contact • OR, use two letter department code to identify department in charge of contact: HR, QA, IS, SA, AC, MYB • ANNIVERSARY Date (ON DETAILS TAB) • For ease, input 1/1/14 for dates so can be cleaned up each new year. • Do not put a date unless you are certain of “Good Contact” • System will ask you if you want to put on calendar - NO

32. RITALKA Employee Contacts Only • EMPLOYEES (Required Fields)

33. Categorizing, Sorting, & Grouping

34. Categories – Phone List view • Easiest view to work with • Sorting • Depends on your need for information at that time • Group By • Allows you to see exactly what you want • Helpful to do periodically to make sure your Gold Sheets and Contacts are clean • Searching • With large amounts of information this can be used to find information quickly • Any changes that are made while grouping, sorting or categorizing are only set up on your computer and are NOT a system wide change.

35. CRM Tips • Organization, being proactive and paying attention to detail make Gold Sheets and Contacts a great tool • Success comes from sorting A, B, & C accounts quarterly to keep you on track with your sales efforts.

36. Questions & Resources • Questions • Don’t hesitate to ask • Available for one on one training • References • Books and reading material • Available in Human Resources • Internet Searches **This is an overview of Outlook and what it can do, not a step by step process.**

37. Index