CRM Tutorial

12 minute to read

The CRM Module screens allow you to set up and maintain your sales prospects and activities. In this tutorial you will learn how to enter a CRM Record and an Activity, and how to use the CRM Workplace.

A. Creating CRM Records

Before you enter a new prospect, you will want to check the system and make sure the prospect has not already been entered as a CRM Record or a Customer Record.

1. Searching for CRM Records:

   1. On the Keypoint Logistics Menu bar click on Sales and the options menu will appear.
   2. From the options menu select CRM Records.
   3. On the CRM Record screen, click the Find button and enter the name or anything else you know about the prospect.
   4. Click the Search button in the Find Prospect screen.

2. Searching for Customer Records:

   1. On the Keypoint Logistics Menu bar click on Records and the options menu will appear.

   2. From the options menu select Customer records.

   3. On the Customer Record screen, click the Find button and enter the name or anything else you know about the prospect.

   4. Click the Search button in the Find Customer screen.

   5. If the prospect is not located proceed to step # 2 to enter a new prospect. If you do find the prospect already in the system, please consult with your manager as to what steps you might be able to take next.

3. Abbr: Abbreviation is a required field when entering a CRM Record. The abbreviation may be letters, numbers, or a combination of both. Please check with your manager on the method your company uses to assign abbreviations to records. Keypoint suggests a 3+2+2 abbreviation method, this example will be done using this method. Use the first three letters of the customer name, the first two letters of the city, and the two letters of the state abbreviation. For example: KEEMOSC is the abbreviation for the customer listed below.

Keeping It Reel

40 Patriots Point Rd

Mount Pleasant, SC 29464

Use the 3+2+2 abbreviation method to create a CRM record for Keeping It Reel, enter KEEMOSC in the Abbr. field and press Tab.

4. Enter KEEPING IT REEL in the Customer Name field and press Tab.

5. Enter 40 PATRIOTS POINT RD in the first Address field and press Tab.

6. Leave the second Address field blank and press Tab.

7. Enter MOUNT PLEASANT in the City field and press Tab.

8. Enter SC in the State field and press Tab.

9. Enter 29464 in the Zip code field and press Tab.

10. Using the dropdown select US in the Country field (if it is not already selected) and press Tab.

11. Potential Revenue: If you would like to assign a potential revenue amount, enter it in the Potential Revenue field.

12. Close Date: Once you close the sale, you can record the closing date in the Close Date field.

13. Close Probability: You may assign the probably of a close in the Close Probability field.

14. Rating: You may also rate the sales prospect in the Rating field. This field can help you narrow down your list of prospects if needed when browsing your prospect records.

15. Status: Enter a status in the Status field. Use the drop down to select the status that best represents the current status of the prospect. If a prospect is promoted to a customer, the status will be changed to Promoted. This is a required field.

16. Source: Assign the source in the Source field. Use the drop down to select from the available sources. (Sources can be set up in Sales > Utilities > Prospect Sources [See Section E].) This is a required field.

17. Division: Enter your division in the Division field. To select a division, click the down arrow in the Division field and select from the list. This is a required field.

18. Owner: Your individual user will default in the Owner field. If you need to re-assign the owner, select another user from the drop-down list. This is a required field.

19. Comments: You may enter any miscellaneous comments into the Comments section of this screen.

20. Contacts: You must Update the CRM Record before entering the contact(s).

21. Click the Add button and the Contact Entry screen will open.

    2. Enter the name Mark in the Contact field and press Tab.
    3. Using the dropdown box select Operations in the Department field and press Tab.
    4. Press the space bar to check mark the Primary box and press Tab.
    5. Enter (843) 843-2727 into the Phone field and press Tab.
    6. Enter (843) 843-0000 into the Fax field and press Tab.
    7. Enter mark@keepingitreel.net into the Email field and press Tab.
    8. Click the Update button.

22. Press the Alt and U keys or click on the Update button at the top of the screen, to save the customer information.

B. Activities

The Activities section of the CRM Record allows you to enter and track any sales activity that involves this prospect. Activities include inbound/outbound phone calls, e-mails, meetings, tasks, mailings, and quotes.

1. Click on one of the Activity buttons to bring up the Activity Entry screen.

2. Type: You may select another activity in the Type field if needed. Click the drop-down arrow to view the list of available activity types.

3. Activity Date: The current date and time will default in the Activity Date fields. If you need to change the Date or the Time for the activity, please do so in the respective fields.

4. Due Date: Enter the Due Date for the activity in the Due Date field. This is a search field in CRM Workplace which allows you to find all activities that are due at a certain time, so it is important to fill this date in.

5. Priority: The priority will default to Normal. If you need to set a different priority for the activity, please do so in the Priority field. This is a search field in CRM Workplace which allows you to find all activities that have a certain level of priority.

6. Owner: The Owner will default to the username assigned to the prospect on the CRM Record. If you need to set a different owner for the Activity, please do so in the Owner field. This is a search field in CRM Workplace which allows you to find all activities that have a certain owner.

7. Subject: Enter a subject in the Subject line. This is a search field in CRM Workplace which allows you to find all activities that have a certain subject. This is a required entry.

8. Notes: Enter any comments or task descriptions in the Notes screen. This is typically done when the activity is ready to be marked completed, not when setting up the future activities that need to be done.

9. Click the Update button to save the activity. The activity will be listed on the CRM Record.

10. To edit an activity, double click on the Activity line that needs to be changed. The Activity record will display. Make any needed changes and click the Update button to save.

11. To complete an activity, click on the Activity line. Once the record displays, click on the Complete button to mark an activity as completed.

12. To view a complete list of all your activities, go to the CRM Workplace screen.

C. CRM Workplace

The CRM Workplace gives you a list of all activities that require action. You may also search for closed activities from the CRM Workplace.

1. Search Options
2. Abbr: To search for sales activities for a specific Prospect or Customer, enter their abbreviation in this field. For a Prospect or Customer to have activity, they must have an existing CRM record.
3. Subject: To search for an activity that contains a certain word or phrase in the Subject field.
4. Priority: This field allows you to search for activities by their Priority. It will always display the priority you select plus any activity with a higher priority.
5. Type: To search for a specific type of activity.
6. Due Date: To search for all activities due by a specific date.
7. Owner: This field will default to your own user and will list your activities. You may select another user or all users if you have permission to access this field.
8. Include Closed Activities: Click on this check box to include any closed activities.
9. Opening an Activity
10. Once you have entered the search options that you wish to use, click the Search button to see the list of activities. If you want to sort the results differently you may do so by clicking on the heading of any of the results columns.
11. Double-clicking on an activity listed on the results grid will open the Prospect Record.
12. Right-click on an activity listed in the results grid and a list of options will appear.
    1. Go to Prospect: will open the CRM Record
    2. Go to Activity: will open the Activity screen so you can update the activity
    3. Re-Open Activity: will re-open a closed activity so you can open the activity and update it
    4. Mark Completed: will complete the activity so it will be closed
13. Go to Prospect:
    1. To mark an activity as completed:
       1. Right-click on the activity record and use the option Mark Completed.
       2. Open the activity record and click the Complete button.
    2. Once an activity is closed, you may re-open it by selecting the closed activity on the grid and using the right-click option Re-Open Activity.

D. Browse Records

This screen is used to search for and browse through the prospects that have been entered as CRM records.

1. Search Options
2. Status: To search for prospects in a specific status, select the status from the drop-down list. Leave this field blank to search for prospects in all statuses.
3. Source: To search for prospects from a specific source, select the source from the drop-down list. Leave this field blank to search for prospects regardless of source.
4. Division: To search for prospects in a specific division, select the division from the drop-down list. Leave this field blank to search for prospects regardless of division.
5. Owner: This field will default to your own user and will list your activities. You may select another user or leave the field blank for all users if you have permission to access this field.
6. Rating: To view prospects with a rating of High, select it from the drop-down list. To view Medium and High, select Medium form the drop-down list. If you select Low, it will list all prospects regardless of status.
7. Closed By: To search for all prospects closed by a specific date.
8. Last Activity: This field is referring to the Last Closed Activity. Use this date field if you wish to list prospects where an activity has not been closed on or after a specific date.
9. Has No Open Activities: If you want to filter your prospect list to only include prospects with no open activities.
10. Browsing Prospect Records: Once you have entered the parameters that you wish to use, click the Search button. The prospects (CRM Records) that fit within the selected parameters will display on a grid.
11. Access the CRM Record by:
    1. Double-clicking on the line for a record on the grid.
    2. Or Right-click on the line for a record and select the option Go To Prospect
12. Promoting Prospect Records: Once you have a prospect (CRM Record) that you are ready to enter Quotes or Orders for, you can promote CRM Record to a Customer Record.
13. Access the CRM Record by:
    1. Open Browse Records screen
    2. Right-click on the line for the record you want to promote and select the option Go To Prospect
    3. Click the Promote button located at the top of the screen, next to the Clear button
    4. The Promote Prospect screen will pop up
    5. Enter the abbreviation in the Customer Code Field
    6. Click the Promote button
    7. Now your CRM Record is also a Customer Record, do not forget to open the new Customer Record and mark the Customer Record as a “Bill To” before you start entering Quotes and Orders for them.

E. Prospect Sources

There are a variety of ways that your company can acquire new sales prospects. The Prospect Source is your definition of how you acquire those prospects. The Prospect Source Maintenance screen is used to enter and maintain your sources. The Prospect Source Maintenance Screen is accessed from the Sales menu option Utilities, and then select Prospect Sources.

1. Adding a new source
2. Click on the Add button. The Add Prospect Source screen will appear.
3. Enter the name of the source that you wish to enter. Click the Update button.
4. The new source will display on the Maintenance screen. Click the Update button on this screen to save the source.
5. How to Inactivate a Source
6. To inactivate a source, double-click on the source that you wish to set as inactive.
7. The Active field will now be unchecked. Click the Update button to save your changes.
8. If you wish to activate the source again, double-click on the inactive source. Click the Update button to save your change.