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Web Self Service

Web Self Service. Take Home Message Web Self Service gives CRM information access to assigned non-CRM users. Overview. CRM Web Self Service (WSS) allows third parties to access necessary data/information stored in CRM system, outside the CRM application.

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Web Self Service

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  1. Web Self Service Take Home Message Web Self Service gives CRM information access to assigned non-CRM users.

  2. Overview • CRM Web Self Service (WSS) allows third parties to access necessary data/information stored in CRM system, outside the CRM application. • Clever, customizable design enables you to choose which features to include in your CRM application, and further modify the application to suit your needs.

  3. How it works • Basic mechanism: The firm’s marketing department uses the CRM application and communicates with their agents all over the country using the WSS application.

  4. Industry: Real Estate • To illustrate how WSS works, we are going to make a real estate company’s WSS application as our example.

  5. Getting Started Get the WSS URL from your Marketing Department. • Request for login details from the following: • Any CRM user in your company • Your CRM Works Support team • If you are an existing WSS user, you can use WSS to request for login details from your CRM team. Login. If your agent does not have login details yet, ask for details from existing CRM users. Click!

  6. Menu Page Menu page shows you all the functions of your WSS application Displays information on the user’s list of clients Displays details on buildings with vacancies Shows details on available residential space Enables agents to enter new leads on to ACRM Displays status reports on different statistics. Enables agents to search for opportunities to do business

  7. Buildings Tab (Search) Buildings tab enables agents to search, list, and view building specifications. You are here. Press “Find” to show the list of entries that contain your search keyword. Key in the name of the apartment, building, client, or whatever information you are looking for.

  8. Buildings Tab (List) The “Find” function shows you a list of all entries that contain your query. Click on the entry to view more information.

  9. Buildings Tab (View Building) Agents can now view more information of the building they are interested in. Agents can also view the building’slibrary and special promotions. From the name of the building, to its Development Manager, this page displays all the necessary information that your agent needs to know about a building.

  10. Apartments Tab (Search) Apartments tab enables agents to search, list, and view apartment details. You are here. Click to get the list of apartments that match your search queries. You can further filter your search query by keying in keywords, or by choosing from the options in the search fields.

  11. Apartments Tab (List) This page lists all the apartment entries that match your query. You can also have a quick look into what apartments are available per building. Choose which building you want to check from the dropdown list and click on “Refresh.” Apartment entries are classified according to their names, the project they belong to, and the number of bedrooms.

  12. Apartments Tab (View Apartment) This page then shows all information about the apartment. When you think you found the apartment you are looking for, Hold the Apartment! From the number of bedrooms to the balcony area, to the parking type, everything you need to know about the apartment is displayed on this page.

  13. Apartments Tab (Hold Apartment) Holding an apartment reserves the apartment to an agent, temporarily shelving the apartment entry from the list making the details solely exclusive to the agent. Clicking on the “Hold” link temporarily disables the apartment from being viewed by other agents. *An apartment can be kept on hold for a limited period of time. In case the bond expires without agent activity, the apartment will automatically be made available publicly once again. The agent can mention that he is holding this particular unit for a client who he thinks will be very interested in the apartment.

  14. Clients Tab (Search) The Clients tab enables agents to search, list, and view their roster of clients and their specifics. You are here. You can also click on this tab to get a complete list of clients in the database. Click on find! The territory filter narrows the list down according to territory. The Client type filter Narrows the list down To according to type Of contact; e.g. Solicitors, Staff, Service Providers, Contractors, etc. You can search for clients using the different filters available on this page.

  15. Clients Tab (List) This page lists all the entries that match your search query. Agents can click on the “List of Clients” tab to view a complete list of clients in the database. Click on an entry to view details about the client.

  16. Clients Tab (View) Clients Tab This page displays all there is to know about a client. Agents can also attach notes, additional addresses, and other contact information through these tabs. Click on “Edit Client” to update, or modify existing client information. From first names, to their marital status, to his or her number of children, this page displays all there is an agent needs to know to determine his client’s requirements.

  17. Leads Tab (Search) The Leads tabs enables an Agent to find, list, and enter new leads and submit them to the firm’s CRM system. You are here. An agent can also search for leads depending on the stage of the lead (cold, tepid, warm or hot) Click! An agent can search for leads by territory. An agent can also look for leads depending on the status of the leads (Lead just created? Already converted to opportunity? Or was it successfully closed?)

  18. Leads Tab (List) This page displays all leads that matched your search query. Clicking on the entry will enable you to view the lead’s summary of details. This dropdown tool enables you to further filter your leads by lead status.

  19. Leads Tab (View Lead) Agents can also view additional information, like contacts, addresses, and attached notes on this lead. This page displays the lead’s summary. Agent can create new lead, or convert this entry into an opportunity. Everything that an agent needs to know about a lead is displayed in this page. Let’s click on “Create New Lead” first.

  20. Leads Tab (Create New Lead) Your agent can input new lead details in this page. Key in all applicable field in this page, make sure to fill up all mandatory fields for a lead entry to save successfully. Click on “Save” to add new lead to CRM database. A notification will be sent to CRM users, notifying them that a lead has been create.

  21. ACRM Notification: New Lead WSS users can contribute to the growth of your CRM leads database. Notification will appear on every tab in the CRM interface. This appears immediately.

  22. Opportunities Tab (Search) Agents/WSS users can search the WSS database for opportunities to do business. You are here. Click on find to get list of opportunities that match your query. Search for existing opportunities release by the Marketing Department. Search via description, business name, territory, etc.

  23. Opportunities Tab (List) This page shows a list of all opportunities that match the search query. You are here. Click on the opportunity link to get more information.

  24. Opportunities Tab (View) All the agent needs to know about the opportunity he is interested in is displayed in this page. You can also view more details, contract details, special offers, notes, and library about a particular library. Check the contact person’s name, what kind of apartment he is interested in, etc. Should a client decide to discontinue his application, the agent can mark this activity as “Fallout.”

  25. Opportunities Tab (Fallout) This fallout window finalizes the tagging of a certain opportunity as canceled, or “Fallout.” Choose from a variety of categories in this dropdown list; Contract Issues, to Finance Issues, to Price Issues. Click on “Save” to mark event as fallout.

  26. CRM View: Fallout Notification A CRM user is immediately notified of a fallout. CRM Users may also opt to receive notifications via the email. Notification will appear on every tab in the CRM interface. This appears immediately.

  27. Reports You are here. Agents can generate reports using WSS by choosing desired filters. Generate more reports; from apartment availability without pricing, to Opportunity Detail Report, to Sales Status Summary. Customize your reports, choose filters to generate your desired list. Choose whether to print the report or to export it to Excel.

  28. WSS Users The WSS Users tab enables existing WSS users to create new WSS accounts for new agents, or for new clients. You are here. The good thing about WSS is that there is no limit to as to the number of users who can take advantage of the service! Key in the details of your account, and you are good to go!

  29. Ending • WSS as e-Support to CRM and ERP applications is a new strategic approach to building and maintaining relationships. • Permits access to third parties, and permits access to perform routine tasks for non-core users. • Major benefits: • Lower costs (lower than contact centers and email services) • Affords a company to expand their reach and to increase their databases • Customizable; ACRM users can practically design their own workflow, making the application suit your business.

  30. Contact Information David Gill Principal Consultant CRM Works Pty Ltd Sydney AUSTRALIA david@crmworks.com.au +61 2 9006 1237 www.crmworks.com.au

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