CRM Sales EN

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CRMSales EN

Entersoft CRM®

Application help & User Guide

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Introduction

This area in Entersoft CRM enables you to manage your full sales cycle. It describes how to create and manage your activities, leads and potential opportunities, document quotations, orders and invoicing. The following topics are included:

  • Activity management & general functions
  • Account planning - Companies - individuals - customer
  • Document management
  • List management - communication functions
  • Lead management
  • Opportunity management
  • Pipeline performance
  • Quotations & order management
  • Invoicing (Entersoft CRM - ERP core integration)
  • Activity reporting
  • Pipeline reporting
  • Dashboard analytics

Activity management

Sales activities overview

Activity management is a fundamental part of Customer Relationship Management. It can be used to manage the activities executed by the sales representatives of your company. You can you use activity management to organize, track, and resolve a variety of activity types. The information stored in the activities is an important source of reference for future activities that undertaken by sales employees.

You can use activity management to answers questions as follows:

  • What appointments do I have tomorrow?
  • When can I arrange a corporate presentation to Mr. Johnson?
  • When it was the last time that I called Mr. Anderson CEO of ‘X’ Company?

The following features are provided:

  • Create activities such as appointments, sales calls, emails to communicate with your prospects and your customers
  • Use the calendar to arrange new activities, update existing activities or to manage resources such as projectors and video conference equipment or meeting rooms.
  • Use your sales home page to manage your full sales cycle
  • Create follow-up transactions to generate a new lead or a new potential opportunity
  • Create a list of your customers to send a bulk e-mail to inform them about new services and products
  • Use activities to record responses related to a marketing activity

Entersoft sales activity management is fully integrated with Sales Mobile. In this context, your sales representatives can track their activities anytime and everywhere. Additionally, Entersoft CRM is integrated with Microsoft Outlook. In this context you can do the following:

  • Synchronize activities and tasks
  • Register emails
  • Synchronize companies and contacts.

Working with activities

The Entersoft CRM Sales provide predefined activity types to manage your day to day sales cycle. Use an activity document to save sales related information regarding a prospect or a customer and also to plan future activities as part of your CRM lifecycle. The following activities types are defined:

  • Appointment: Use sales appointments to record meetings with prospects or existing customers
  • Presentation / Demo: Use presentation to record demos of products or company presentations
  • Inbound / Outbound calls: Use calls to communicate with your customers to arrange a meeting or to follow up sales activities regarding a potential sales opportunity
  • Requirements capture: Use this activity type, usually as an opportunity sub activity, to capture and understand requirements about a sales project.
  • Emails: Send / Register emails to inform you prospects / customers about sales related transactions
  • To Do: Create a ‘to do’ to record a task as part of as sales project or as stand-alone activity. For example, use ‘to do’ to record a task that you did to prepare a demo to a prospect customer.
  • Create offer: Use this activity type to record the creation of the offer / quotation as part of a sales project (opportunity) or as a stand-alone quotation

A sales activity can be characterized as follows:

  • As a stand-alone activity
  • As a follow-up activity of another activity
  • As a subsequent activity regarding a lead or a potential sales opportunity
  • As an activity regarding a marketing campaign

C:\Users\smp\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\5ERD3D13\MCj04421280000[1].png Prerequisites

To use activity management the following steps must be completed:

  • Create your sales representatives as CRM resources - use resource management to sakes sales resources and also to defined sales teams. The resources must be created using a physical person / individual. The same person record must be used to reference a resource a CRM user.
  • Assign to your CRM sales resources roles related by activity / task management system. The roles are used to filter the assignment of an activity.
  • The CRM users must be assigned to the same user groups that are used by the activity / task types. You can define for each user group the following rights: Inset, View, Update, Delete
  • Assign user groups to calendar views
  • Assign user groups to sales home pages / analytic dashboards / reports

Creating an activity

To create a new sales activity, you must navigate to Sales menu / Activities / New

The ‘New’ activity list is created based on your insert right that your administration has assigned to you. In this context, you can see only the activities that you have right to create.

The form of an activity contains different fields to be completed as appropriate:

Header
Field name Comments
Description Use this field to briefly describe the subject of the activity.
Person Indicates the person / customer associated with the activity. The field can be used to search for a person / customer using his name or using the customer code. The search is filtered by the trade account types that have been configured to be used with the selected activity type. You can use the provided context actions to create a new person or customer or to view / update the selected one. The label of the field is controlled by the selected account. If you have selected a customer then the label is ‘Trade account’ otherwise is ‘Person’.
Contact Indicates the contact associated with the activity. The contacts are filtered from the selected person / customer. You can also search for a contact without having to complete the ‘Person’ field first. The search dialog shows contact records associated with persons\companies. By selecting a contact row the system completes also the related person. The associated actions can be used to α) create a new contact for the selected person or to view information for the selected person, b) to send an email to the selected contact.
Address Indicates the address associated with the activity. The search is filtered by the selected person. By default the main address of the selected person is filled in. You can use the provided context action to update to create a new address for the selected person. Use the context button to the ‘Address’ field to see the location of the address using the provided Google or Bing map. The field shows, for the selected address, information about the address and also the phones related to this address.
Status Indicates the status of the activity. The acceptable values are based on the configuration of the selected activity type. You can use the provided save actions to update the status, to save the activity and also to close the form at the same time.
Representative / Assigned to Indicates the representative who is responsible to execute the activity. The drop down list is filter based on the configuration of the activity type. The creator of the activity is filled in, as default value, if the relative flag is true for the current activity type. The context action is used to send email to the selected representative.
Start (planned start) Indicates the planned start date time of the activity. Use the drop down field, located at the right of the start date field’ to complete the duration of the activity.
Closed (planned closed) Indicates the planned end time of the activity. It is completed automatically based on the selected start time and the duration of the activity.
Alarm - reminder The Alarm check box sets the activity reminder. You can also set a specific date time for the reminder. A reminder dialog box appears when the activity is due.
Notes Use this field to record notes regarding the activity. These notes can be used as source information for follow up actions.
Regarding Indicates the parent object associated with the activity. The referenced object according to the standard configuration of the Entersoft CRM can be a lead or an opportunity record. When related object is selected then the subject and the person are copied by the relative fields of the referenced object. This copy is based on the data map profile defined in the configuration of the parent object.
Campaign Indicates the associated campaign - marketing activity.
Response Indicates the response recorded for the associated campaign. The field is enabled according to the following rules: a) the current activity is allowed to record a campaign response, b) the campaign is selected and the person or / and the contact based on the configuration of the associated campaign.

The fields mentioned above are common to all sales activity types. There are also fields that are used by specific activity types. The fields are the following:

Header
Field name Comments
Reason Indicates the reason of an activity. It can be used also to categorize the activity. The available values are based on the configuration of the activity type. It used by the following types: 1) sales appointment, 2) presentation demo, 3) sales call
Location Indicates the location of the appointment. It is appeared in the activity’s form.
Project Indicates the associated project of the activity type.

Activity sub-views

Specific activities type forms contain views to record information related to the activity. The following sub-views are available.

Sub views
Field name Comments
Resource (timeline view) Select the participant resources of the activity. The list is filtered by the selected activity type. Use the timeline to be informed about the availability of the resource. The activity appears to the calendar of the selected resources. It also appears in the ‘Current activities’ items of the ‘My sales home’ page.
Grid view (2nd tab) Select the participant resources of the activity.
Other Person (2nd tab) Select other participant persons from the CRM database.
Sub views
Field name Comments
Item code Indicates the code of the item (inventory item\service ) that is related with the appointment
Item description Indicates the description of the item (inventory item\service ) that is related with the appointment
Unit of Measurement Indicates the unit of measurement of the selected item.
Outcome Indicates the outcome for the recorded item based on the satisfaction of the person \contact of the activity.
Comments Comments for future reference.
Sub views
Field name Comments
Folder & Name Indicates the folder and the name of the attachment file
Type Indicates the type of the attached file (for example.pdf,.doc etc.)
Title Indicates the name of the attachment file.
Code Unique code generated by the system.
Category Indicates the category of the attachment file.
Group Indicates the group of the attachment file.
Save to dB Indicates that the attachment file is stored in the database of Entersoft CRM.
Incoming Indicates the flow direction of the attached document (incoming, outgoing, other)
Attributes Configured associated categories used to characterize the attachment.
Sub views
Field name Comments
Field name Shows the name of the field that its value has changed.
Previous value Indicates the previous value of the field
New value Indicates the new value of the field
Date The date that the field value has changed
User The id of the user who changed the value of the field.

Follow-up transactions

You can use the follow-up transactions to create new activities or new sales business objects like a lead or a new sales opportunity.

C:\Users\smp\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\VMTLPJOB\MCj04421410000[1].pngExample

You call a customer to schedule an appointment to discuss new products and services. You create the appointment that appears on your personal calendar and also on the general sales calendar. After the end of the appointment you return to the office to update the details related to your work and also to schedule follow-up activities. You can also use your sales mobile to store valuable information about the appointment and also schedule a follow-up activity or business object.

The appointment form provides the following follow-up transactions

  • New sales call
  • New email
  • New appointment
  • New lead
  • New opportunity

The context follow-up actions provide a copy mechanism to minimize the time required to fill in the new business transaction. When the new record is created the source appointment is marked as completed.

CRMSales EN-image3.png

Working with a calendar

You can use a calendar to create or update your activities. A calendar gives you a graphical representation of an activities view. You can access your personal sales calendar from your home page. The calendar provides the following functions:

  • Click on activities to view or edit related details.
  • Toggle between a daily, 5 day working, weekly, or monthly view of the calendar.
  • Select one or more cells to create a new activity. Using the right click of your mouse you choose the activity type you want.
  • Move an activity using the provided drag and drop function
  • Print or preview print the current displayed view

The calendar provides a parameter list which can be used to filter the search of the activities. The parameters of the view are the following:

  • Activity period
  • Activity progress stage
  • Branch
  • Assigned to

You can also use the global sales calendar which displays the activities undertaken by the sales representatives of you company. This calendar provides a filter selector resource list that can be used to select specific representatives to display their activities. You can also filter the unassigned activities. By using the drag and drop function you can change the assignment of an activity when you have selected more than one sales representatives.

Monitoring activities

You can use different views and reports to monitor the activities undertaken by the sales representatives. These reports can inform you about the next scheduled activities, the recent communications and also for the past due incomplete activities.

Activity monitoring is also supported by analytical reports and dashboard items that help you to measure the performance of the sales representatives of you company.

Next activities

To use this interactive report navigate to Sales menu / Activities / Next activities. You can see the activities scheduled by the sales representatives for the next seven days, next fifteen days or next thirty days. You can see also if a scheduled activity is stand-alone action or is related with a business object like a qualified lead or a sales opportunity. The follows questions can be answered:

  • Which activities have been scheduled for the next seven days?
  • Which activities are associated with a marketing action?
  • Do we have any demos arranged for next thirty days?

Representative activities

To use this interactive report navigate to Sales menu / Activities / Reports / Representative's activities. You can see which activities are completed and also which past due activities are uncompleted.

You can filer this report using criteria as follows:

  • Representative
  • Branch
  • Activity type
  • Marketing activity
  • Business unit / activity
  • Geo zone

The following questions can be answered:

  • How many activities are undertaken by each representative last month?
  • Which appointments are related with a lead or an opportunity?
  • How many outbound calls were made the last week?

For each displayed activity a preview row is provided to show the notes completed by the representative of the activity. The notes of an activity are a very important source of information that needs to be accessed by a representative for future sales actions.

Activity metrics

To use this report navigate to Sales menu Activities / Reports / Activity metrics. This report measures the performance of the sales activities. You can use the ‘Grouping’ parameter to select the business dimension to use to measure the performance. The available business dimensions are the following:

  • Representative
  • Business unit or activity
  • Geo zone
  • Calendar Month
  • Trade account different categories
  • Professional sector

The available metrics are the following:

Key figures
Key figure Calculation
Number of appointments, sales calls, demos, emails, other activities
Total activities Appointments + sales calls + demos + emails + other activities
Wins Number of opportunities with stage / Won
Win rate (%) 100 * number of wins / total number of closed opportunities
Category Indicates the category of the attachment file.
Group Indicates the group of the attachment file.

You can analyze the performance for the last 3, 6, 9, 12 months, this year and also the last year.

Activity analysis

To use this dashboard navigate to Sales menu / Activities / Activity analysis. This dashboard gives you a stacked chart of year to date workload by representative. Moreover, you can examine and the workload by activity type for a given period, for example the last two years grouped by month. Additionally, it contains an interactive item that shows the recent activities that completed by your sales representatives.

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Communications

You can use Entersoft CRM to make communications through different channels. The provided channels are the following:

  • Phone - CTI enabled
  • Email
  • Fax
  • Letter

The Entersoft CRM provides a communication toolbar which can be used to make communications. To enable communications through Entersoft CRM you should create interaction profiles and assign them to registered CRM users.

Navigate to Configuration / General / Interaction profile. Use the provided view to administer and create new interaction profiles. An interaction profile defines the following:

  • Communications bar: You can enable the CTI toolbar and also to configure properties related with inbound and outbound calls. These properties are the following:
CTI properties
Field name Comments
Activate CTI Enables the CTI functionality
Inbound call registration Indicates the registration of the inbound calls. It can be overridden by the user.
Outbound call registration Indicates the registration of the outbound calls. It can be overridden by the user.
Inbound call auto answer Indicates that the inbound calls will be answered without having to use the accept button.
Form popup before answer Indicates that the form of inbound call should be opened before answer the phone call.
Outbound call type Indicates the outbound call activity type.
Inbound call type Indicates the inbound call activity type.
CTI device Indicates the device to be used to make or receive calls.
Outbound call prefix Indicates the prefix to be used by the system when an outbound call is made.
Inbound call prefix Indicates the prefix to be used by the system when an inbound call is received.
Call recording Three options are provided: a) auto call recording b) manual c) no recording.
Call recording location Indicates the folder which is used by the system to store the call recording files.
Number of digits of inbound calls Use this feature to avoid form pop up of an internal call.
Caller ID view Use a custom view to override the standard inbound resolution service.
e-mail properties
Field name Comments
Activate email Enables the email functionality
Register all emails Indicates the email registration
Send method Indicates the send method. Two methods are supported. A) Through Microsoft Outlook B) Though an SMTP server.
Activity type Indicates which activity email type must be used to register an email.
Fill in domain name Indicates that the domain name will be automatically filled to complete the recipient email address.
SMTP related fields These fields must be completed as appropriate, if the selected send method is ‘SMTP’.
Outlook email form properties Fill in the forms that the system must use to display registered emails.
Outlook sync views These views define the data map used between Entersoft CRM add in and Outlook. These data maps are used during the registration and synchronization of activities, tasks and contacts.
Outlook registered email save method\Location Indicates the save method that the system must use for an outlook registered email. The options are as follows: a) Do not save b) to the CRM database and c) as a file. The location field must be completed when the third option has been selected.
Fax properties
Field name Comments
Activate fax Enables the fax communication method.
Register fax Indicates the fax registration.
Fax activity type Indicates which activity type is used to register a fax.

Fax server side settings are configured in the area Tools & Configuration\Customization\Company parameters\Category Send Fax

Email

You can send email though Entersoft CRM to communicate with your prospects or your customers. The following email functions are provided:

  • Creation and sending of stand - alone emails or regarding to a business object like a lead or an opportunity or person / trade account.
  • Creation of bulk e-mails using a list of prospects / customers using pre-defined templates for mail merge.
  • Integration with Microsoft Outlook and IBM Lotus Notes.
  • A resolution service is provided when you register an Outlook email to Entersoft CRM. This service tries to match the sender’s email with an email address of an existing person / contact or trade account in your CRM database. In this context the registered email will be associated with a known Entersoft account (company or individual or a contact relation between a company and an individual).
  • When an e-mail is sent using a context action from a business object form (an opportunity for example) then the subject of the email contains the unique code of the related business object. If the recipient replies to that email without altering the unique code, then the registered email will be associated with the business object as a subsequent activity.

The form of Entersoft CRM email provides follow up actions to create a lead, an opportunity, or a complaint regarding a problem expressed by a customer. The provided actions copy the data of the email to the target business object.

Using the communication toolbar

You should use the communication toolbar to make or receive calls using the provided CTI functionality, to send e-mails and also to send faxes. In order to make outbound communications you need to use a list view / report that contains information about the person / contact that you want to communicate. Moreover, you can use the communication toolbar with an activity form of a business object which is associated with a person / contact or a trade account.

To make a communication from a list view you must select a row and then you need to select from the toolbar the communication type that you want to make. Based on your profile the outbound communications will be registered or not. When the interaction is registered the form that appears is filled in with the details of the person that you selected to make the communication. The toolbars provides the emails, phones and faxes to be used by you to make the outbound interaction.

At any time you can disable the registration functionality if you want to make communications that you do not want to monitor in Entersoft CRM.

Synchronizing with Microsoft Outlook

You can use Entersoft Microsoft Outlook add-in to manage your day to day activities by synchronizing your work with Entersoft CRM. In this context, you can do the following:

  • Synchronize your activity calendar and tasks
  • Register emails
  • Synchronize companies and contacts.
  • Use the embedded Entersoft CRM menu to monitor and manage your business transactions

C:\Users\smp\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\5ERD3D13\MCj04421280000[1].png Prerequisites

The following are important to be done before you start to use the provided functionality.

  • Set-up the Entersoft CRM Outlook add-in. Navigate to the “General” menu which is accessible through the icon cid:image005.png@01CC4C7D.C8588850. You must also possess administrative rights to run the set up. The supported versions of Microsoft Outlook are: 2007 & 2010.
  • A communication profile must be associated to the user.

Add-in functions

The following functions are provided by the Entersoft CRM add-in:

  • Email registration: Select one or more emails from your email folders to register them in the Entersoft CRM. From the Tab ‘Add-ins’ use the button ‘Monitoring in CRM’ to register your emails. The outlook email (.msg file) is created as related attachment in the associated email activity (based on the relative property defined in the communication profile). You need also to make visible the column ‘ES’ in the views of your email folders. This column indicates which emails are registered in Entersoft CRM. To make the column visible you need to make true the relative property that appears in the tab ‘Entersoft CRM’ in the properties of your email folders.
  • Send Outlook email through CRM: Use this function when you are about to send a new email from Outlook. In the add-ins tab select the action ‘Send via CRM’. A new email activity will be created to associate business objects related to this email (for example a person / contact related to this email, a lead or an opportunity). When you complete the appropriate fields execute the action send from the toolbar of the activity email form. This function does not create the outlook email as an attachment to the email activity created in Entersoft CRM.

CRMSales EN-image6.png

The available properties are the following:

  • Display of column indicator of monitoring in Entersoft CRM
  • Automatically register e-mail. Use this feature to auto register all emails that appear in your e-mail folder
  • Presentation of registration data to the folder. Use this feature to display the form of Entersoft CRM e-mail in the view of your e-mail folder.

CRMSales EN-image7.png

  • Presentation of registration data to the inspector. Use this feature to display the form of Entersoft CRM e-mail inside the inspector of the form of Outlook.

CRMSales EN-image8.png

  • Appointment registration: Use the function ‘Monitoring in CRM’ provided in the Add-Ins tab to register appointments to Entersoft CRM. You have to select one or more appointments first and then to execute the provided transaction. You can also execute the process of ‘Synchronization CRM / outlook’ to register or update appointment from Entersoft CRM to outlook. Moreover, when a registered appointment is edited through Outlook the update of the associated record in Entersoft CRM is real time.

CRMSales EN-image9.png

  • Task registration: Use the function ‘Monitoring in CRM’ provided in the Add-Ins tab to register outlook tasks to Entersoft CRM. You have to select one or more tasks first and then to execute the provided transaction. Since the Outlook is an un-typed object you will be asked to select the activity type that matches the outlooks tasks. You can also execute the process of ‘Synchronization CRM / outlook’ to register or update tasks from Entersoft CRM to outlook. Moreover, when a registered task is edited through Outlook the update of the associated record in Entersoft CRM is real time.

You can also configure an auto - CRM / Outlook synchronization. Use the option of Outlook to access the relative properties of the add-in.

Lists

Lists provide an important tool to make segments of persons / contacts based on different facts extracted by querying your business transactions stored in your CRM database.

C:\Users\smp\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\VMTLPJOB\MCj04421410000[1].pngExample

You want to make a new email offer to all opportunities that you won the last six months. Using an opportunity report you can create a static list that includes the trade accounts of the won opportunities of the last six months. Then you can use a view filtered by your list to make the personalized communication using a template.

A list can be static, dynamic or a combination of other lists. A combination list uses ‘include’ or ‘exclude’ operations to calculate its unique members. In the context of a combination list, you can ask, for example, the customers who bought a high definition TV but they don’t have a blue ray player.

CRMSales EN-image10.png

You can create a new static list as follows:

  • Select a view or report. Run it and select the records that you want to include to the new list.
  • From the toolbar select Lists\New static entity list. The system navigates you to a new static list form that contains the records that you selected. Then, you should save the new list by giving an appropriate description, to be easily identified.
  • You can add or remove members at any time. Select Add entities to list or Remove records from lists respectively to perform changes to the list members.

You can apply a list to filter the data of a view / report as follows:

  • Select the view / report that you want to apply a list
  • From list menu select ‘Apply list filter’.
  • The system shows all the active lists that can be used, in the context of the current view / report, to filter the data.
  • Select the list you want to apply. The data are now filtered by the selected list. Moreover, when a list is applied to a view that is already filtered by another list, then, the list is applied to the already filtered data. You can also remove the list filter by selecting the action ‘Remove filters’.

To create a dynamic list you need to select a view with the appropriate filter parameters that they will be used by the list mechanism to create the dynamic list. You can save the members of a dynamic list and re-calculate the members of list by querying using the stored parameters of the dynamic list.

You can apply a list to filter the data of a view or report. A non-saved dynamic list is first calculated and then it is applied to filter the data.

C:\Users\smp\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\5ERD3D13\MCj04421280000[1].png Prerequisites

The list creation requires the internal unique identifier (GUID) of the business entity to be included in the report that is used to create the list.

My Sales home

You can use this page to do the following:

  • Manage the day to day activities
  • Manage your sales pipeline for the next twelve months
  • Manage the leads that you want to convert them to potential opportunities
  • Manage you recent communications - incoming - outgoing (emails, calls)
  • Navigate to other views of the system provided for communications using associated command actions (automations) for calls, email, fax and SMS by using the provided communication toolbar.

This page is fully interactive. Your activities are presented as follows:

  • Today: By clicking a row you can see the geo location of the address on the map. Use the calendar link to go to your personal calendar. You can also create new appointment using the relative link.
  • Next seven days: Use this list to view and manage the activities of the next seven days.
  • Open activities: Use this list to manage all your open activities. You can search for a specific activity by using the relative search control. Use the full list to administer your open activities using the associated list-browser form view.

The chart ‘Pipeline - 12 next months’ provides your expected sales volume for the next 12 months. The analysis of the sales volume is grouped by the analysis stages of the sales cycle. By clicking a specific data point the page navigates you to the list of the associated opportunities. By clicking an opportunity row you can see the relative open activities in the ‘Open activities list’ (if any). By clicking on the link of the description column you can edit an opportunity. You can also navigate back to the pipeline chart by using the ‘Back’ link or to go directly to ‘My opportunities’ page.

The chart ‘Leads’ give use an overview of your open leads. This chart is also interactive. It shows the number of leads by status and the number of hot leads at the same time. Click a point to see the associated leads. Use the description link to edit a lead. You can also navigate back to the ‘Lead’ chart by using the ‘Back’ link or to go directly to ‘My leads’ page.

On the top of the page you can use the buttons to navigate to different sub-pages. The button ‘Communications’ navigates you to a sub-page that you can view you recent interactions. You can also use the provided link views to manage your customers and to perform also mass interactions using lists or by selecting specific persons - contacts.

To use this page navigate to Sales / Home.

Lead Management

Lead overview

Lead management allows a company to keep an eye on existing customers, acquire new customers and identify their interest in new products or services. A lead is a person (company or individual) who has indicated an interest in products or services. Lead management helps a company to streamline the initial pre-sales process, freeing up your sales professionals to focus on the most valuable prospects.

A lead does not contain complete information about a potential sales opportunity but they can help you to find more about a business chance that can be converted to revenue.

A lead can be created as follows:

  • As a business transaction generated from a marketing campaign
  • As a business transaction generated by an employee of your company

A lead can be connected with one or more sales activities that undertaken by your sales representatives. Follow-up activities are important for lead qualification and lead conversion to a potential opportunity. Lead qualification is related to the following actions:

  • The identification of the buyer (when the lead is not related with an existing customer)
  • The determination that the prospect has some potential for generating revenue

The following conversion functions are provided for leads:

  • Conversion to a company or an individual or a company - individual relation
  • Conversion to a potential sales opportunity

Lead management provides the following pages:

  • Lead home: This page can be used by a sales manager to manage the open leads and their associated follow up activities
  • My leads: This page is your personal lead page that can be used to manage your leads and their connected activities
  • Lead performance: You can use this page to measure the performance of the leads that you manage in a specific period.

Lead creation

You can create a new lead as follows:

  • Using the new lead action provided by lead pages
  • Navigate to menu Sales / Leads / New lead
  • As a follow up transaction of a sales appointment or a sales call

A lead can be connected with an existing customer or prospect. If the lead person is not an existing person then you can use the lead form to store the lead person details (company or individual - phones and address info) and later use the conversion function to create the new person(s).

To create a lead the following fields must be completed as appropriate:

Header
Field name Comments
Description Use this field to briefly describe the subject of the lead.
Status Indicates the status of the lead. The values provided by the standard configuration are the following: 1) New Lead 2) Qualified 3) Contacted - Awaiting answer 4) Converted to opportunity 5) Prospect shows no interest.
Campaign Indicates the associated campaign - marketing activity.
Response Indicates the response recorded for the associated campaign. The field is enabled according to the following rules: a) the current activity is allowed to record a campaign response, b) the campaign is selected and the person or / and the contact based on the configuration of the associated campaign.
Lead details / Person Shows the company prospect buyer. It is completed automatically when the lead is connected with person from the CRM database.
Lead details / Surname & name Indicates an individual prospect buyer or the individual contact related with the person. It is completed automatically when the lead is connected with a contact.
Lead details / Communication - address fields Use these fields to store the communication related information. The filled in values will be used by the conversion to person function to create the address of the company or individual. These fields are completed automatically when lead is connected with the address indicated in the tab\trade account.
Trade account tab / Person Indicates the person or customer associated with the lead. The field can be used to search for a person / customer using his name or using the customer code. The search is filtered by the trade account types that have been configured to be used with the selected activity type. You can use the provided context actions to create a new person or customer or to view / update the selected one. The label of the field is controlled by the selected account. If you have selected a customer then the label is ‘Trade account’ otherwise is ‘Person’.
Trade account tab / Contact Indicates the contact associated with the lead. The contacts are filtered from the selected person / customer. You can also search for a contact without having to complete the ‘Person’ field first. The search dialog shows contact records associated with persons\companies. By selecting a contact row the system completes also the related person. The associated actions can be used to α) create a new contact for the selected person or to view information for the selected person, b) to send an email to the selected contact.
Trade account tab / Address Indicates the address associated with the lead. The search is filtered by the selected person. By default the main address of the selected person is filled in. You can use the provided context action to update to create a new address for the selected person
Lead source Indicates the origin of the lead. It is important to fill in this field as part of the qualification process.
Lead quality Indicate the quality leads. Usually a high quality lead indicates a prospect has potential for generating revenue. It is important to fill in this field as part of the qualification process.
Recommended By Shows the person that gave you the lead information
Business unit / Activity Business categorization dimensions used for analysis purposes.
Representative / Assigned to Indicates the sales representative who is responsible to manage the lead. The drop down list is filter based on the configuration of the lead object type The context button action is used to send email to the selected representative.
Start Indicates the start date time of the lead.
Closed Indicates the closed date
Alarm - reminder The Alarm check box sets the lead reminder. You can also set a specific date for the reminder. A reminder dialog box appears when lead is due.
Notes Use this field to record notes regarding the lead. These notes can be used as source information for follow up actions.

Lead sub-views

A lead can be connected with one or more sub-activities. The lead form has two sub-views that show the open and the closed sub-activities respectively. You can create a new activity related to a lead from the open activities sub view using the new button CRMSales EN-image11.png located at the right hand side toolbar of the view. When a new sub-activity is created from the open activities sub-view, the activity is saved during the save of the lead. The view of open activities is editable. With double click or using the show button from the toolbar you can edit the child activity via the form of the activity. When an activity is created then a data map profile is used to copy data from the lead to the child activity.

Open activities
Field name Comments
Activity type Indicates the type of the sub-activity.
Subject It is copied by the description field of the lead. You can override the copied value.
Status Indicates the status of the activity.
Reason Indicated the reason to execute the activity.
Representative Indicates the responsible representative for the activity.
Start Indicates the start time of the lead
Due date Indicates the due date of the lead
Closed activities
Field name Comments
Activity type Indicates the type of the sub-activity.
Subject It is copied by the description of the lead. You can override the copied value.
Representative Indicates the responsible representative for the activity.
Closed Indicates the closed date of the activity

The lead form contains also the sub-view ‘Audit trail which’ the changes of historic lead fields.

CRMSales EN-image12.png

Lead conversion

You can use the provided functions to convert a lead to person or to a potential opportunity. The conversion to person process converts the lead as follows:

  • If both Person and contact fields are completed then two different persons are created. The person is created as a company and the contact as an individual person. Moreover, the convert function creates a contact business relation for the company and the individual person.
  • If only the person or the contact is filled in then the process creates only one person.
  • The communication fields are used to create the address of the new person.
  • The new persons created are assigned to the person and contact fields provided in the trade account tab. The new address is assigned to the address of the lead.
  • When the lead is connected with a person from the CRM database then the fields in the Lead details tab cannot be edited.

The lead to person conversion transaction cannot be executed when the lead is connected with an existing person.

You can also use the lead to opportunity transaction to create a potential chance of generating revenue. This business process shows a dialog to be used by the user to complete the opportunity fields as appropriate. These fields are the following:

  • The name of the opportunity
  • The expected closing date
  • The forecasted revenue
  • The certainty of sales success
  • The sales phase
  • The main competitor (if it is known)

The sales cycle of a product or service begins when an opportunity for sales is recognized and created.

Lead home

You can use the lead home page to manage the open leads. To open the lead home page navigates to Sales / Leads / Leads.

This page is an interactive dashboard that can helps you to manage the open leads and their open activities. This page provides interactive items that can be used to answer the following:

  • How many days the open leads remain in each status?
  • How many leads are qualified as high quality leads?
  • How many leads have been created by lead source?

You can click on a specific data point of the interactive charts to filter the lead view and their activities view. You can also click a lead row to see the associated open activities.

You can use also the full list link located at the lead dashboard item to search for a lead that has been closed.

Lead management provides also a personal interactive lead home page that shows the leads managed by the current sales representative. To use this page navigate to Sales / Home / Leads.

CRMSales EN-image13.png

Lead analysis

Lead management provides operational and analytical reports to examine the performance of leads. More specifically, you can analyze the success, efficiency, and processing over time of your lead management.

Lead status analysis

You this report to monitor home many leads are open by status. Moreover, you can see the average days that the open leads remain in each status. You can filter this reports using following parameters: 1) Creation period, 2) Representative, 3) Business unit, 4) Business Activity, 5) Branch.

Lead quality analysis

You can use this analytic report to examine the lead performance using different dimensions. To analyze a specific dimension use the parameter ‘Grouping’. The key figures that this report shows are the following:

Lead quality analysis
Key figure Calculation
Number of leads by quality Number of leads
Opportunities The number of leads that converted to opportunities
Lead to opportunity conversion rate (%) 100* No. of opportunities / No. of leads
Wins The number of leads converted to win. A win means that that at least one invoice sale document is related with an opportunity.
Opportunity to win rate (%) 100* No. of wins / No. of opportunities
Lead to win rate (%) 100* No. of wins / No. of leads

Lead progress by representative

You can use this report to examine the performance of your sales representatives. The figures used to measure the performance are the following:

Lead progress by rep
Key figure Calculation
Leads The number of leads
Hot leads The number of high quality leads
Opportunities The number of leads that converted to opportunities
Wins The number of leads converted to win.
Lead to win rate (%) 100* No. of wins / No. of leads

Lead performance

You can use this interactive dashboard to analyze the lead performance using different business dimensions. The parameter ‘Grouping’ provides the most important dimensions that you can select to filter the lead performance. The key figures described in the reports mentioned above are also calculated by the items of this interactive page. You can click on a specific data point of the pie see the associated key figures for the selected business dimension.

CRMSales EN-image14.png

Opportunity Management

Opportunity overview

An opportunity is a potential chance for a revenue generating event. Opportunity management allows you to control your sales cycle. The sales cycle is divided into different sales phases. In each phase of the sales cycle different activities related to opportunities are executed.

An opportunity can be created as follows:

  • Converting a lead
  • As a follow-up transaction of a sales activity like an appointment or a sales call
  • Directly for an existing customer or a prospect

An opportunity can be connected with different business objects. These objects are the following:

  • A prospect or an existing customer
  • Different activities
  • Products or services
  • Sales documents - quotations, sales orders, delivery notes or invoices.
  • Competitors
  • Attachments - presentations, spreadsheets or word documents.

Opportunity management provides the following home pages that can be used to control the opportunities and their related activities.

  • My opportunities: It a personalized interactive that allows you to manage your opportunities
  • Opportunities home: It provides the whole view of your company’s pipeline. You can use this interactive page to manage and analyze the opportunities using different business dimensions.

Opportunity management allows you to create opportunity templates, to minimize the time required to create the date for a new opportunity. Opportunity templates can be used to define specific sales project scenarios where the required activities to be executed are pre-defined.

Opportunity management is fully integrated with Sales Mobile. In this context, your sales representatives can manage their opportunities anytime and everywhere. In this context, the following transactions are provided from your hand held device:

  • Receive a new opportunity from the CRM server.
  • Update the opportunity key information like expected revenue, certainty, sales phase or expected closed date.
  • Create a new opportunity or update an existing one.
  • Create or update activities connected to your opportunities.
  • Create sales documents related to an opportunity (quotations or orders)

Opportunity templates

You can use opportunity templates to define re-usable opportunity data. Using this function you can minimize the time required to create an opportunity. A template can be used when the connected activities required by a sales project are pre-defined. Moreover, a template can be used to generate opportunity sub-activities that their start date time is dependent on the start of the opportunity.

C:\Users\smp\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\VMTLPJOB\MCj04421410000[1].pngExample

You want to create a template for short sales cycle projects. Based on this template, a predefined number of sub-activities must be defined to be executed when the template is applied. The start date of each activity is defined based the start date of the opportunity. For example, your template defines an appointment to be started 10 days after the opportunity start date. After 15 days a sales quotation must be created and sent to the prospect.

To define an opportunity template navigate to Tools & Configuration / Customization / Task Management / Sales / Opportunity templates.

The form of the template includes the following fields to be completed as appropriate.

Header
Field name Comments
Name Indicates the name of the template
Start date Use this field as a template start date. This field is not copied by the template mechanism. It is used to calculate the dates of the predefined sub-activities based on the start date of each activity.
Priority Defines the priority that must be assigned to an opportunity when the template is applied.
Sub activities
Field name Comments
Activity type Indicates the type of the sub-activity.
Subject It is copied by the description field of the lead. You can override the copied value.
Status Indicates the status of the activity.
Reason Indicated the reason to execute the activity.
Representative Indicates the responsible representative for the activity.
Start Indicates the start time of the activity. For example, if this activity should be started 10 days after the opportunity start date then you should select a date 10 days after the selected opportunity template start date.
Due date Indicates the due date of the activity This date is also calculated based on the opportunity start date.

Creating an opportunity

You can create a new opportunity as follows:

  • Navigate to Sales Menu / Pipeline / New Opportunity
  • Using the new actions provided by the home pages of opportunities
  • Using the provided follow-up transaction from the lead form, sales appointment form and sales call form as well.

C:\Users\smp\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\VMTLPJOB\MCj04421410000[1].pngExample

A hot lead generated by a marketing campaign is forwarded to you by your sales manager. Using the lead notes you are informed about the details of the prospect buyer. The prospect buyer wants to implement a sales mobile workforce solution. The handheld application should provide activity & opportunity management and order creation as well. You call the prospect to arrange a new appointment. During the appointment you determine that the customer has potential for generating revenue. At the end of the appointment, you arrange a new demo to present the solution. When you return to the office the lead is converted to an opportunity. You also create a demo activity as a sub-activity for the new opportunity. Additionally, you create a new task with subject ‘Demo preparation’ that is also connected to the opportunity. After the demo, you are informed that the customer wants a sales quotation. Using the provided follow-up transactions you create the new sales quotation related with the opportunity. Moreover, you update the opportunity information with a competitor who is also involved to the sales project. After two days, you are informed that the prospect buyer accepts your sales quotation. Using the provided core integration Entersoft CRM - ERP the quotation is converted to order. When the order is invoiced the opportunity is updated with status ‘Won’.

Opportunity form contains header data and related sub-views. The header of an opportunity provides the following fields:

Header
Field name Comments
Name Use this field to briefly describe the subject of the opportunity.
Phase Indicates the sales phase of the opportunity. The values provided by the standard configuration are the following: 1) Lead 2) Requirements capture 3) Presentation 4) Offer creation 5) Negotiations 6) Closed -won 7) Closed -lost.
Campaign Indicates the associated campaign - marketing activity.
Priority Indicates the priority of the opportunity. It used to classify the opportunity.
Person Indicates the person or customer associated with the opportunity. The field can be used to search for a person / customer using his name or using the customer code. You can use the provided context actions to create a new person or customer or to view / update the selected one. The label of the field is controlled by the selected account. If you have selected a customer then the label is ‘Trade account’ otherwise is ‘Person’.
Contact Indicates the contact associated with the opportunity. The contacts are filtered from the selected person / customer. You can also search for a contact without having to complete the ‘Person’ field first. The search dialog shows contact records associated with persons or companies. By selecting a contact row the system completes also the related person or company. The associated actions can be used to α) create a new contact for the selected person or to view information for the selected person, b) to send an email to the selected contact.
Address Indicates the address associated with the opportunity. The search is filtered by the selected person. By default the main address of the selected person is filled in. You can use the provided context action to update to create a new address for the selected person.
Lead source Indicates the origin of the lead. It is important to fill in this field as part of the opportunity analysis.
Lead quality Indicate the opportunity quality. It is important to fill in this field as part of the opportunity analysis.
Expected revenue Indicates the forecasted revenue. It is used by the pipeline analysis pages to measure the expected sales volume.
Certainty (%) Indicates the certainty of sales success. It is used by the pipeline analysis pages to calculate the certainty scale used by different dashboard items.
Recommended By Shows the person that gave you the lead information.
Business unit / Activity Business categorization dimensions used for analysis purposes.
Representative / Assigned to Indicates the sales representative who is responsible to manage the opportunity. The drop down list is filter based on the configuration of the opportunity object type The context button action is used to send email to the selected representative.
Start Indicates the start date of the opportunity.
Planned Closed Indicates the expected closed date.
Alarm - reminder The Alarm check box sets the activity reminder. You can also set a specific date for the reminder. A reminder dialog box appears when opportunity is due.
Notes Use this field to record notes regarding the opportunity. These notes can be used as source information for follow up actions.

Opportunity sub-views

An opportunity can be connected with one or more sub-activities. The form has two sub-views that show the open and the closed sub-activities respectively. You can create a new activity related to a lead from the open activities sub view using the new button CRMSales EN-image11.png located at the right hand side toolbar of the view. When a new sub-activity is created from the open activities sub-view, the activity is saved during the save of the opportunity. The view of open activities is editable. With double click or using the show button from the toolbar you can edit the child activity via the form of the activity. When an activity is created then a data map profile is used to copy data from the opportunity to the child activity.

Open activities
Field name Comments
Activity type Indicates the type of the sub-activity.
Subject It is copied by the description field of the lead. You can override the copied value.
Status Indicates the status of the activity.
Reason Indicated the reason to execute the activity.
Representative Indicates the responsible representative for the activity.
Start Indicates the start time of the activity.
Due date Indicated the due date of the activity.
Closed activities
Field name Comments
Activity type Indicates the type of the sub-activity.
Subject It is copied by the description field of the lead. You can override the copied value.
Representative Indicates the responsible representative for the activity.
Closed Indicates the closed date of the activity

An opportunity can be connected with one or more products or services. The following field should be completed as appropriate.

Items
Field name Comments
Code Indicates the code of the product or service. You can use this field to search for a product or service.
Description Indicates the description of the product or service. You can use this field to search for a product or service.
Quantity Indicates the quantity of the opportunity line item.
Unit of measurement Indicates the unit of measurement for the selected line item. By default displays the default unit of measurement.

An opportunity can be connected with one or more competitors. Moreover, a competitor can be assigned with one or more advantages or disadvantages. It is important to complete the information related with competitors of an opportunity. This information is used by the interactive dashboard ‘Competitor analysis’ to provide a win / loss analysis.

Competitors
Field name Comments
Name Indicates the name of the competitor.
Is main competitor Indicates that this competitor is the main one.
Winner Indicates that this winner won this opportunity.
Comments Use this field to completed comments related with this competitor.

An opportunity can be connected with one or more sales documents during its lifecycle. The following sub-view shows the related sales documents.

Sales documents
Tab name Comments
Quotations It is an interactive hierarchical view used to display the connected quotation.
Orders It is an interactive hierarchical view used to display the connected order
Invoices It is an interactive hierarchical view used to display the connected invoice documents.

During the life cycle of an opportunity different sales tools are used. These tools can be a word document, a presentation file or a spread sheet that are used by the representatives that execute specific activities for the opportunity.

Attachments
Field name Comments
Folder & Name Indicates the folder and the name of the attachment file
Type Indicates the type of the attached file (for example.pdf,.doc etc.)
Title Indicates the name of the attachment file.
Code Unique code generated by the system.
Category Indicates the category of the attachment file.
Group Indicates the group of the attachment file.
Save to dB Indicates that the attachment file is stored in the database of Entersoft CRM.
Incoming Indicates the flow direction of the attached document (incoming, outgoing, other)
Attributes Configured associated categories used to characterize the attachment.

The lead form contains also the sub-view ‘Audit trail which shows changes of historic fields associated with an opportunity object.

Creating a related quotation

An opportunity can be connected with one or more sales documents. You can use the provided action ‘Quotation’ to create a sales quotation related to an opportunity. This sales document defines a legally binding agreement to deliver specific products or services in a specified timeframe at a pre-defined price. The provided follow-up transaction used a data map profile to copy data from the source opportunity to the target sales document. These data are the following:

  • The prospect and contact of the opportunity.
  • The address of the opportunity as billing address and also as delivery address. You can override these values.
  • The items connected to the opportunity. You can also add new products or services directly to the sales document.

The following related business objects are created by the follow up transaction ‘Quotation’:

  • A new sales quotation. You can print the quotation or to send the quotation by email using the action provided by the automations. Moreover you can update the expected revenue using the related context automation.
  • If the quotation is created then a new activity of type ‘Follow-up quotation’ is displayed. You can schedule this activity to communicate with the prospect to follow up the sales quotation. This activity will be displayed in your home page as an open activity. The header of the activity shows the quotation number that you want to follow up. The form provides also a context button action that can be used to open the related quotation for a follow up sales document transaction. If the customer accepts the quotation then you can convert the offer to a sales order using the provided transition.

The quotation sales document calculates the prices for the connected items as well as the related sales taxes. Additionally the following transactions are applied during the creation of a sales quotation document.

  • Business invoice policy - (defined for existing customers only). This policy can define specific discounts or free goods if specific conditions are met.
  • Product availability check.
  • Interactive cross sell / up-sell / down -sell scenarios.
  • Interactive product proposals based on customer purchases.
  • Interactive product proposals based on the top products for a specific period (for example the current year).

You can use the provided sales document follow up transitions to convert a sales quotation to sales order. The sales documents management is provided by the core integration of Entersoft CRM - ERP.

Mapping the sales cycle

The phases of an opportunity define the sales cycle. You can map the phases of your sales cycle by defining the phases of the standard opportunity object type / ‘ES.Opp’.

The following phases are provided by the standard configuration:

  1. Lead
  2. Requirements capture
  3. Presentation
  4. Create offer
  5. Quoting
  6. Negotiations
  7. Won
  8. Lost

You can modify this configuration by changing the status collection list assigned to the opportunity object type ‘ES.Opp’ / Configuration & Tools / Task Management / Task Types.

Stage Analysis

Opportunity and pipeline management provides three different stages for analyze the sales cycle. Each stage represents the phases of the sales cycle in which specific opportunity related activities are executed. The analysis stages are the following:

  • Qualify
  • Quoting
  • Decision

The analysis stages are used to analyze opportunity related information based on the opportunity sales phase. The stages are configured as follows (based on the standard opportunity configuration):

Qualify Quoting Decision
Lead Create quotation Negotiations
Requirements capture Quoting
Presentation / Demo

The analysis stages, allow you to analyze the sales pipeline performance in a higher level. In case where the opportunity phases should be configured using different values, then the pipeline analysis stages should be updated accordingly.

The main customization page can be used to define the analysis stages under the category of company parameter page named ‘CRM Tasks’.

CRMSales EN-image15.png

The comma separated numbers represent the sequence numbers of opportunity sales phases defined in the configuration of the opportunity record type.

Opportunity home page

The opportunity management dashboard is the home page of the opportunity management. The page contains different items that allow the monitoring and analysis of open opportunities in a specific period. The most important information of an opportunity is included in the following fields:

Sales closing date
Expected - forecasted revenue
Certainty (%)
Sales phase

The above fields are used extensively by pipeline management for sales volume forecasting.

This dashboard page can be executed as follows: Sales / Pipeline management / Opportunity management. The dashboard is configured to be auto executed when it is invoked by the user. The parameter’s panel is hidden when a dashboard is auto executed. The parameter’s panel can be shown by selecting the relative action using the right click of the mouse.

The items of the opportunity home page allow you to do the following:

  • Update opportunity records
  • Update activities connected to an opportunity
  • Create new opportunities
  • Review the completed the open & completed activities connected to an opportunity
  • Monitor and analyze open opportunities

Some of the questions that can be answered by the interactive charts of the page are the following:

  • Which opportunities are in the highest certainty scale?
  • Which opportunities are under negotiations?
  • Which is the expected revenue by sales phase?
  • How many days the open opportunities remain in each sales phase?

The dashboard page provides three different parameter filters that can be used to filter the items based on:

  • The opportunity closing period (Current year / default value)
  • Filtering by ΄My team’ (All opportunities is the default value)
  • Weighted sales forecast

By selecting ‘My team’ the dashboard is filtered by opportunities that managed by sales executives that are members to a sales group that the team leader is the sales manager who uses this page.

The following key figures are calculated by the items of the page:

Opportunity home page
Key figure Calculation
Opportunities The number of the open opportunities.
Forecast The expected revenue of an opportunity.
Weighted forecast Expected revenue x certainty (%). The weighted forecast is the worst case scenario.
Weighted forecast / Forecast % (Weighted forecast / Forecast)
Average opportunity size Expected revenue / number of opportunities
Days in phase The number of days that the open opportunities remain is a specific sales phase.
Opportunity duration The elapsed time in days. It is calculated from the start date and the current date.

The interactive charts can be used to filter the opportunities and their associated activities. You can click a data point to see the associated data. The following associated charts are provided:

  • Forecast vs. weighted forecast for the next 3, 6, 12 moths (chart and table)
  • Forecast by analysis stage
  • Forecast / days in phase by sales phase
  • Forecast analysis by revenue scale
  • Forecast analysis by certainty scale
  • Forecast analysis by representative

Monitoring opportunities

Opportunity management provides different reports to monitor and analyze the opportunities managed by the sales representatives. These reports can be filtered by different business objects or dimensions. These reports calculate different key figures to measure the performance of the sales cycle. You can access these reports by navigating to Sales Menu / Pipeline / Reports.

Pipeline analysis

This report can be used to analyze the sales pipeline by grouping the key figures by different business entities / dimensions. The object / dimension that is used to analyze the sales cycle can be selected using the relative parameter named ‘Grouping’. The calculated key figures are the following:

Pipeline analysis
Key figure Calculation
Open opportunities The number of the open opportunities.
Wins The number of the won opportunities
Lost The number of the lost opportunities
Average sales cycle (days) The duration (elapsed time) calculated by the opportunity start page and the current date time for the open opportunities or closed date for the closed opportunities.
Forecast The open expected revenue of the open opportunities.
Won revenue The won revenue.
Lost revenue The lost revenue
Won rate (%) % (Wins / Wins + Losses)
Revenue / Forecast (%) (Revenue / expected revenue) (%)

CRMSales EN-image16.png

Competitor analysis

You can use this report to analyze the performance against the main competitors. This report calculates the following key figures are the following:

Competitor analysis
Key figure Calculation
Open opportunities The number of the open opportunities.
Wins The number of the won opportunities
Lost The number of the lost opportunities
Average sales cycle (days) The duration (elapsed time) calculated by the opportunity start page and the current date time for the open opportunities or closed date for the closed opportunities.
Forecast The open expected revenue of the open opportunities.
Won revenue The won revenue.
Lost revenue The lost revenue
Won rate (%) % (Wins / Wins + Losses)
Revenue / Forecast (%) (Revenue / expected revenue) (%)

CRMSales EN-image17.png

Sales phase analysis

You can use this report to examine the sales phase of the open opportunities in a specific period. The progress of an open opportunity is measured against the number of days that it remains in a sales phase. For each sales phase the following key figures are calculated:

Sales phase analysis
Key figure Calculation
Open opportunities The number of the open opportunities.
Forecast The open expected revenue.
Average sales cycle (days) The average days that the open opportunities stays in each stage
Historic days in stage The average days that the closed opportunities stayed in each stage. The state icon indicates a faster or slower move in the sales cycle.

CRMSales EN-image18.png

Top open opportunities

It shows the top open opportunities. You can filter this report using different parameters like branch or other business dimensions.

Top deals-wins

It shows the top closed deals. You can filter this report using different parameters like branch or other business dimensions. It shows the following key information: 1) revenue 2) average days to close 3) sales phase during won 4) forecast / revenue (%) and 5) the representative who closed the deal

Lost Opportunities

It shows lost opportunities. You can filter this report using different parameters like branch or other business dimensions. It shows the following key information: 1) lost revenue 2) average days to close 3) sales stage during loss 4) the competitor who won the deal and 5) the representative who lost the deal

Pipeline management

Working with pipeline management pages

Pipeline management is a set of interactive applications that helps sales executives to manage and analyze their sales pipeline. The application works in real time to allow sales executives to trigger the right actions to resolve issues and to meet their sales targets.

Pipeline management allows you to do the following:

  • Manage opportunities and related activities
  • Analyze sales pipeline
  • Analyze sales expected volume (opportunity forecast - revenue) to meet the target
  • Monitor pipeline changes

The following dashboard pages are provided to manage the sales cycle

  • Pipeline overview
  • Pipeline by closing date
  • Pending transactions - (quotations - orders - invoices - unsettled documents)
  • Pipeline to target by sales representative
  • Pipeline stage analysis to target

Moreover, pipeline management provides analytic dashboards to analyze the sales performance. The following dashboards are provided:

  • Pipeline revenue analysis - revenue of open opportunities analysis
  • Closed revenue analysis - opportunity closed revenue
  • Sales stage analysis - win / loss analysis by sales stage
  • Pipeline sales cycle - allows the analysis of the sales cycle
  • Representative performance - sales executive performance analysis
  • Competition analysis - compare your sales performance against your competition

Pipeline performance analysis used scales calculated in real time to give you a deeper insight of you sales cycle performance. Moreover, based on the geographical master data that are maintained in the CRM database, a geographical analysis is presented by some of the above dashboard pages using different levels like the geographical zone, the geographical district and the geo city as well.

Sales budget plan

Pipeline management allows you to analyze the expected - forecasted revenue versus sales targets.

The dashboard pages related to pipeline performance versus target require budgeting schemes to be defined. The following parameters should be completed in the area of budget category under the company parameter page of main customization screen.

CRMSales EN-image19.png

The compilation of a budget plan is based on the functions defined by the Entersoft budget sub-system. The budget system allows sales managers to define quota values assigned to sales executives and / or company branches.

CRMSales EN-image20.png

Pipeline management provides two dashboards for the analysis of opportunity forecasted revenue versus the planned sales targets.

  • Stage analysis to target: The parameters named DsBSalesPipeline-Budget Sheet Profile and DsBSalesPipeline-Budget Scenario - should be completed in the area of customization page mentioned above.
  • Stage analysis to target by representative: The parameters named DsBSalesPersonPipeline-Budget Sheet Profile and DsBSalesPersonPipeline-Budget Scenario - required to be completed in the area of customization page mentioned above.

The quota values should be distributed in a monthly basis. Both dashboards mentioned above provide interactive monthly analysis, quarterly analysis and current quarter analysis as well.

Pipeline Scales

Pipeline performance dashboards use for analysis the following scales:

  • Opportunity revenue scale: The scale can be used to define the revenue limits of the opportunity - open or closed deals that are managed by sales executives. The following tiers are provided:
    • 0 - 10.000
    • 10.000 - 30.000
    • 30.000 - 60.000
    • >60.000

The opportunity revenue scale is used for operational or analytical analysis by the dashboard pages of pipeline management. The scale is used by the dashboard mechanism to answer questions like ‘How many deals we won by revenue scale? The field used to calculate the open revenue scale is the opportunity expected revenue. On the other hand the value used to calculate the scale in closed deals (opportunities) is the opportunity revenue.

  • Certainty scale: The scale can be used to define the analysis limits of the opportunity certainty. The proposed tiers are the following:
    • 0-25%
    • 25-50%
    • 50-75%
    • >75%

The field used to calculate the scale is the opportunity certainty of sales success. The certainty scale is used by different dashboards to answer questions like ‘How much is the forecast sales volume grouped by the certainty scale?

The aforementioned scales can be defined in the main customization page under the node named as shown in the following tree structure:

CRMSales EN-image21.png

The calculation of a scale for an opportunity record follows the following rule:

Scale line minimum value < value to be checked <= Scale line maximum value

The line with minimum value or maximum value equals to 0 are calculated as -∞ και +∞ respectively. In case where the limits of a scale are changed then the system re-cashes the application server.

Filtering pipeline pages

A dashboard page, provided by pipeline management applications, can be filtered based on the sales executives that manage opportunities according to the following two ways:

  • The whole pipeline - all sales teams
  • Based on a team or teams of a sales manager

The second choice is based on the creation of sales teams based on the resource management system. Using the functions provided by the above system you can define resources. More specifically, we can create resource groups designated as sales resources using the provided resource roles. A resource can be an individual person or a team. For a resource team, you can define one or more members. One of these members is defined as the leader of the team. For example, a sales manager can be titled as the leader of a team of sales executives. Therefore the filter selection of a dashboard page ‘Filter my team’ filters the results based on the members of the team(s) that the sales manager is assigned as a leader.

Moreover another pipeline filter is the selection of Weighted Forecast. The weighted sales forecast is the worst case scenario. When this filter is selected then the forecast is calculated by the open expected revenue multiplied by the current certainty of sale success.

Pipeline key figures

In pipeline performance management the following key figures are calculated:

Pipeline key figures
Key figure Calculation
Number of Open Opportunities
Forecast Opportunity Revenue Estimation
Weighted Revenue Forecast (worst possible sales scenario) Εκτίμηση εσόδων x βεβαιότητα ευκαιρίας(%).
Open Opportunity duration Date variance (opening date - current)
Closed Opportunity duration Date variance (opening date - closing date)
Sales Turnover
Sales Opportunity Turnover
Weighted sales volume Turnover + weighted Forecast Sales
Average deal size Turnover από opportunities / number of deals
% Forecast achievement 100 * ( Opportunity Turnover / Forecast closed deals)
% contribution to Turnover 100 * ( Turnover / Total Turnover)
% Contribution to Sales Forecast 100 * (Forecast / Total Forecast)
Wins (Wins) Won Opportunities
Losses Lost opportunities
Win rate (%)) 100 * (Wins / (Wins + Losses))
Loss rate (%) 100 * (Losses / (Wins + Losses))
%Target variance 100*(Turnover - target) / target
% Target achievement rate 100 * Turnover / Target

Pipeline overview

Use this analytic page to examine the performance of the sales cycle for the current year. This page contains the following sub items:

  • Consolidated view: Allows us to examine the sales volume that our representatives have succeeded year to date. Moreover, it gives us the forecasted sales volume for the next months. The forecasted sales volume is also compared to the weighted sales volume based on the current certainty of success of each opportunity that participates in the following months.
  • Business unit analysis: Allows us to examine and compare the sales revenue & the forecasted sales volume by business unit.
  • Business activity analysis: Allows us to examine and compare the sales revenue & the forecasted sales volume by business dimension.
  • Representative analysis: Allows us to examine and compare the sales revenue & the forecasted sales volume that managed by your sales executives.
  • Stage analysis: You can use this item to analyze the analysis stages of the sales cycle. These stages are the following: a) Qualification b) Quotation c) Decision. During each analysis stage different activities are executed to close successfully an opportunity. The list shows the analysis for each stage for all open opportunities in the current year. The charts show us the expected sales volume for the current quarter and the next quarter.
  • Win / Loss Analysis: The provided charts under the Win / loss analysis give us different views of win versus loss performance. This performance is examined as follows: a) Consolidated b) Representative c) Lead Source d) Closing Month e) Business Unit f) Business activity.

To use this page navigate to Sales / Pipeline / Overview.

Pipeline by closing month

You can use this page to analyze the pipeline for the next 3, 6, and 12 months by using different characteristics of analysis. You can compare the expected sales volume for each month of the selected period. You can click a specific data point to see the associated opportunities. You can also edit an opportunity using the link provided in the column ‘Description’. The dimensions used for analysis are the following:

  • Stage analysis
  • Sales phase
  • Representative
  • Business unit
  • Business activity
  • Certainty of success scale
  • Opportunity revenue scale

CRMSales EN-image22.png

To use this page navigate to Sales / Pipeline / Pipeline by closing month.

Stage analysis to target

This interactive page allows us to monitor and analyze the following:

  • Sales target: The target red line is your goal for potential sales volume. The target is set by the sales manager for a specific month. The dashboard calculates the goal for each quarter.
  • Turnover: This is the proportion of successful sales deals that have already been completed during the selected time frame.
  • Expected sales volume: This is the forecasted sales revenue that that you predict for the selected time frame.
  • Difference: This is the gap that remains between the proportion of combined won and expected deals compared to the sales targets. If this gap-difference is greater than zero the worst case scenario occurs for the selected period. This means that the predicted sales volume is not enough to meet our sales targets.

The expected sales volume is calculated for each different analysis stage for a selected period. The analysis periods are the following: a) Quarter analysis b) Monthly Analysis c) Current quarter analysis. The stage analysis data points can be used to filter the associated records in the opportunity list. Moreover, you can filter the performance of the sales cycle versus sales targets by using the company’s branch related view.

This dashboard requires the definition of a sales budget plan as mentioned in section 4.2.

CRMSales EN-image23.png

To use this page navigate to Sales / Pipeline / Stage analysis to target.

Pipeline analysis by representative

You can use this dashboard to analyze the performance of your sales representatives compared to their sales targets.

  • Sales target: The target red line is the goal for potential sales volume. The target is set by the sales manager for a specific month for each sales representative. The dashboard calculates the goal for each quarter.
  • Turnover: This is the proportion of successful sales deals that have already been completed during the selected time frame.
  • Expected sales volume: This is the forecasted sales revenue that that you predict for the selected time frame.
  • Difference: This is the gap that remains between the proportion of combined won and expected deals compared to the sales targets. If this gap-difference is greater than zero the worst case scenario occurs for the selected period. This means that the predicted sales volume is not enough to meet our sales targets.

This dashboard requires the definition of a sales budget plan as mentioned in section 4.2.

CRMSales EN-image24.png

To use this page navigate to Sales / Pipeline / Pipeline analysis by representative.

Pipeline changes

You can use this report to monitor the changes in the sales cycle for a selected period. You can monitor the following opportunity field changes:

  • sales phase
  • expected sales volume
  • closing date
  • Certainty of sales success

Changes are marked with a green or red arrow to indicate how a value has changed. A green arrow pointing upwards indicates an increase, and an arrow pointing downwards indicates a decrease in expected sales volume or certainty of success. The red arrow for the closing date means that the opportunity expected closing date will be delayed. Moreover a red arrow in the sales phase means that the opportunity returns in a previous sales cycle phase. You can view these changes by clicking the relative link in the description column.

To use this report navigate to Sales / Pipeline / Pipeline changes.

Revenue forecast analysis

You can use this analytic dashboard to examine the sales volume predicted for a selected period using different levels-dimensions of analysis.

The objects of this interactive page give answers to the following:

  • Which opportunities predict the highest sales volume for the selected period?
  • What is the predicted sales volume by certainty scale & opportunity revenue scale?
  • Which opportunities are under decision for the business activity ‘Services’
  • Which lead sources predict the highest sales volume?

Moreover you can use the provided interactive map to perform a geographical analysis of the forecasted revenue using different geo levels such as Geo zone (the highest geo business analysis level), Geo district and city.

All items provided by the page are interactive and filter the opportunity list to show the associated expected deals.

CRMSales EN-image25.png

To use this page navigate to Sales / Pipeline / Revenue forecast analysis.

Closed revenue

This analytic dashboard allows us to examine the closed sales volume for a selected period using different levels-dimensions of analysis.

  • The objects of this interactive page give answers to the following:
  • The top ten deals
  • What is the turnover per opportunity closing date?
  • What is the turnover lost / won per Business activity?
  • What is the conversion rate: opportunity to win?
  • What is the turnover in relation to the lost revenue forecast?

Moreover you can use the provided interactive map to perform a geographical analysis of the forecasted revenue using different geo levels such as Geo zone (the highest geo business analysis level), Geo district and city.

All items provided by the page are interactive and filter the opportunity list to show the associated expected deals.

CRMSales EN-image26.png

To use this page navigate to Sales / Pipeline / Closed revenue.

Sales stage analysis

You can use this interactive dashboard to perform a win / loss analysis per sales phase of the sales cycle.

The following business answers can be given:

  • During which sales phase were we most effective (compared to our competitors)?
  • What is the average duration of the negotiation stage?
  • What is the loss analysis per Business Unit?

CRMSales EN-image27.png

To use this page navigate to Sales / Pipeline / Sales phases

Sales cycle

You can use this dashboard to examine the performance of the sales cycle for the last 12 months, 24 months, 36, months, last year and also this year.

The objects of this dashboard give the following business answers:

  • What is the average time for closing an opportunity (per closing month)?
  • What is the lost revenue per certainty scale?
  • What is the monthly loss rate in conjunction to the lost revenue?
  • What is the win rate per revenue scale?

CRMSales EN-image28.png

To use this page navigate to Sales / Pipeline / Sales cycle.

Representative’s performance

The “Representatives’ Performance” dashboard provides us essential information for analyzing the performance of our sales representatives in relation to their target.

The following questions can be answered?

  • What is the win rate per representative?
  • What is the variance in relation to the turnover per representative?
  • What is the forecast for the subsequent months in total or per representative?

You can click on the pie to see the performance for the selected representative.

CRMSales EN-image29.png

To use this page navigate to Sales / Pipeline / Sales representative’s performance

Competition

Use this interactive dashboard to analyze the pipeline performance versus the competition connected to the opportunity objects that are managed for the selected period.

  • How many times did we win / lost over a specific competitor?
  • What is the achieved / lost turnover per opportunity closing date?
  • How are we compared to a competitor during the negotiation stage?
  • What was the main reason for the win / loss in relation to a competitor?

You can click to competitor view row to see the associated date for the selected competitor.

CRMSales EN-image30.png

To use this page navigate to Sales / Pipeline / Competition.

Sales Transaction Management

Sales transaction management is a new subsystem of Entersoft CRM Sales International application. This applications described below is only available to the Entersoft CRM International. You can use this sub-system to manage the following sales transactional documents:

  • Quotations
  • Orders
  • Booked Orders

The sales transaction management system provides you with the following pages:

  • Sales transactions home page: it is an interactive dashboard page that can be used to manage open quotations and open orders.
  • Search transaction page: It can be used to search for any quotation or order documents.
  • Outstanding quotations: It can be used to search and manage open quotations
  • Outstanding orders: It can be used to search and manage open orders
  • Booked orders: You can use this page to search for booked orders

Sales Transactions

Sales transaction home is an interactive page that can be used to manage open sales transactions. In this context you can use this page to do the following:

Quotations

  • Convert an open quotation to an order. Use the provided action to perform this transaction. When the order is created the page is refreshed to show the changes after the quotation conversion.
  • Navigate to the ‘Outstanding quotations’ report. You can use the link ‘Full list’ to perform this action
  • Cancel an open quotation. You can use the provided link action to cancel the sale transaction. A cancelled quotation cannot be converted to an open one. You can use the page ‘Cancelled transactions’ to create a new quotation by copying a cancelled quotation.
  • Create a new quotation by using the provided link.

Orders

  • Convert an order to a book order. Use the provided action to perform this transaction. When the order is converted created the page is refreshed to show the changes. A book order is a confirmed revenue document.
  • Navigate to the ‘Outstanding orders’ report. You can use the link ‘Full list’ to perform this action.
  • Cancel an open order. You can use the provided link action to cancel the sale transaction. A cancelled order cannot be converted to an open one. You can use the page ‘Cancelled transactions’ to create a new order by copying a cancelled order.
  • Create a new order by using the provided link
  • For each order you can see its line items. To use this functionality click on the grid to filter the grid Items on the right hand side of the orders grid.

The page provides the following three combo selectors:

  • Period: Use the period selector to filter the page for the last 3 months, 6 months or 12 months.
  • Branch: Use this selector to filter the transactions for all branches or for a specific branch.
  • Representative: Use this selector to perform in memory filter of sales transactions based on the representative that is connected the header of the document.

CRMSales EN-image31.png

Search Transactions

You can use this page to search for sales transactions. The icon shows the state of the transaction. In this context, the following states are supported:

  • Open CRMSales EN-image32.png
  • Converted CRMSales EN-image33.png
  • Cancelled CRMSales EN-image34.png

You can search a transaction using the following parameters

  • Document date
  • Customer name & code
  • Transaction code
  • Company branch
  • Representative

The interactive page is hierarchical. You can see for each sales document its line items.

CRMSales EN-image35.png

Outstanding quotations

You can use this page to search for open quotations. You can search a transaction using the following parameters:

  • Document date
  • Customer name & code
  • Transaction code
  • Company branch
  • Representative

The interactive page is hierarchical. You can see for each quotation its line items. You can select one or more quotations to convert them to orders. You can perform this transaction using the provided automation action.

Outstanding orders

You can use this page to search for open orders. You can search a transaction using the following parameters:

  • Document date
  • Customer name & code
  • Transaction code
  • Company branch
  • Representative

The interactive page is hierarchical. You can see for each order its line items. You can select one or more orders to convert them to booked orders. You can perform this transaction using the provided automation action. A booked order is a confirmed revenue document.

Booked orders

You can use this page to search for booked orders. You can search a transaction using the following parameters:

  • Document date
  • Customer name & code
  • Transaction code
  • Company branch
  • Representative

The interactive page is hierarchical. You can see for each booked order its line items. You can select one or more orders to cancel them. You can perform this transaction using the provided automation action. When a booked order is cancelled the source order is updated as outstanding.

Cancelled transactions

You can use this page to search for cancelled transactions. You can search a transaction using the following parameters:

  • Document date
  • Customer name & code
  • Transaction code
  • Company branch
  • Representative

The interactive page is hierarchical. You can see for each transaction its line items. A cancelled transaction cannot return to its previous state. You can create a new transaction by copying a cancelled one. You can perform this action by using the provided automation. When this copy transaction is used you will be asked for the following:

  • Associate the new document with the activity of the cancelled one
  • Create the line based on the net value of the cancelled lines.

Creating sales documents

You can create a new sales document from the Sales menu\New. Moreover, you can create a new sales document using the provided link actions form the Sales transactions home page. To create a new quotation or an order the following fields should be completed as appropriate:

Header
Field name Comments
Customer (Code/Name) Indicates the customer associated with the sales transaction. The fields can be used to search for a person /customer using his name or using the customer code.
Contact Indicates the contact associated with the document. The contacts are filtered from the selected customer. The associated actions can be used to α) create a new contact for the selected customer.
Site Indicate the invoice address of the selected customer. By default the field is populated with the main address of the customer.
Representative Indicates the sales representative who is responsible for the document. The field is populated based on the default representative assigned to selected customer master data.
Delivery person Indicates the person where the goods/services of the sales document will be delivered.
Delivery address It is the address where the goods / services will be delivered.
Regarding Indicates the related activity associated with the transaction. The search is based on the characteristics of the document type and the associated document characteristics assigned to the activity types of the CRM Zero image configuration.
Items/Services
Field name Comments
Item Code/Description Indicate the selected item/service. Both fields are searchable.
Quantity Indicates the quantity for the selected item
Unit of Measurement Indicated the unit of measurement of the selected it. By default, it is populated with the default measurement unit of the item.
Price Indicates the price of the item
Discount (%) Indicates the percentage discount.
Net value Indicates the net value of the line item

CRMSales EN-image36.png

Item proposals

The document form provides actions for cross-sell and up sell or down sell in real time. In this context, the following scenarios are provided:

  • Based on selected items: For each selected item the context view shows suggested items. The suggestion is based on the connection of items through the catalogue item object. The context view shows all the suggested items based on the relations defined in the parameter ##(FIDOC_RELATION_TYPES_FOR_AUTOMATIC_LINEITEM_GEN). You can use the add button to update the line items of the document based on the suggested selected items. The view is auto refreshed when the document line items are updated to provide suggestions for the added items.
  • Based on Customer purchases: The view provides suggested items based on the customer purchases. You can use the add button to update the document lines based on the selected suggested items.
  • Top Items: You can use this view to suggest items based on the top selling items. You can filter the data based on the period and/or based on the item categorizations. Use the add button to update the document lines.
  • Up-Sell / Down-sell: You can use this context view to suggest up sell items or down sell items to your customer based on the document lines. For each proposed item an icon is used to indicate the up-sell or down sell state. The green icon shows that the relative item is an up-sell item. On the other hand, the red one is down-sell item. The state icon is calculated based on the price defined in the master data of the item. The view provided to real time actions to replace an item in the document or to add a new item in the document. The view is always refreshed when the lines of the documents have changes. The results of the context view are based on the relations defined in the company parameter up dell / down sell in the area of document administration.

CRMSales EN-image37.png

Follow up actions

The mail toolbar of the document form provides follow up transactions for a sales document. The follow up menu item is specific to the document type. In this context, the follow up actions are available:

Quotations

  • Email – creates and send an email
  • Follow – up on quotation – creates a follow up activity for the specific document.
  • Convert to order

Orders

  • Email – creates and send an email
  • Book order – creates a revenue confirmation sales transaction.