Home

User Guide CRM Software "CarloCRM" Prof4Net Ltd

1. ZIP City E mail business Kunde gesperrt in Carlo Country Deutschland i WWW business Contact persons Salutation Title Department Address Date of birth Phone Mobile phone Name of birth Another CP First name Name Category Zip City Product Fax E mail Place of birth a Primary Contact t E r3 v Primary Contact not chooser v Client Client Opel 00HB Fig 5 1 Example of entry form for new customers As you create a corporate client you might want to enter contact persons e g em ployees Later on you may expand and modify the customer record in the tab Addi tional data After entering the prospect data select the appropriate client and click on Enter to directly access the newly created prospects Page 51 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer 6 Record view of an individual customer Go to the summary record view to find information on the most important master data vehicle ownership correspondence complaints etc The name of the cus tomer retrieved and its record number are displayed directly below the main naviga tion bar Correspondence Statistics OM CM cc Testfrau Siegrid No 6871 records 19665 0331 2168 Phone Mobile i 456 i New Bewertungsprotokoll i New delivery i New Kfz Zulassung B New bergabeprotokoll i New Zulassungsvollmacht 7 Weiter Date
2. e eere eeeee eese 93 Messenger anar 94 Creating an appointment o oooooocoocorsoccrcorcorcoocorcorcoccorcoccosoo 95 Appointment creation Invitation oooooocooccoccoccoccccccccccsomoo 96 Calendar Tele Seius mido pRRIEUR ATE UD Bt UIROS oU ERU RM EO UD 96 List of open appointments ccceccceccesceccceccescceccesceeccescesceess 97 Calendar VAY OUL uns dde etuer thieves Roster ade pies NL da wenn 97 Calendar of all employees oooooooocooccorcorcconcorccoccooconcconccocos 98 TACA 99 Complalnt Manasement aria iaa 99 Sales tages an IR edu etc 100 Forms Management a EE M E E IME 101 Field types TI form sr o I ELA EE he VETE 102 Field pes In LOM 2a 102 FOM AAA ET T I T E T 103 HIME template cad 103 COLT Fhe VIC We Listo sido EEEE 103 Filter fields for OMS 104 Filter fields in the HTML template eere nnn 104 Form PreVieW CC 105 Forms in the customer overview ooooconccconccnonocnonaccconccnoncononos 105 Form WINGOW e 106 Page 12 of 199 Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig 10 12 10 13 10 14 10 15 10 16 10 17 10 18 10 19 baila 11 2 11 3 11 4 11 5 12 1 12 2 12 3 12 4 12 5 12 6 12 7 12 8 12 9 12 10 12 11 12 12
3. Fig 3 31 E mail Templates Edit existing template source code Click on the button HTML to open a new window Paste here the previously copied source and click on Refresh This will display the template in the CRM editor for fur ther processing Any images not displayed because they are not available on the Internet must be subsequently assigned to the newsletter Je back insert field to be personalised Briefanrede TiteUName e g lt lt briefanrede gt gt lt lt titel gt gt lt lt name gt gt no private cus Schriftgr e B Z U we A Y X a dE Im 2s x Bildermanager Mozilla Firefox dbserver alt crm js tiny_mce plugins imagemanager pages im index html Fitter Verzeichnis files m Verzeichnis erstellen E Hochladen gU Neu laden Vorlage Seite 1 von1 Ansichtsmodus Vorschaubid 25 Bilder pro Seite ocoa 5 Gu _teddybear pg Kategorien files em C Historie ome Aktuell TUE ur Favoriten Verzeichnisse g Test a moreimages _image00i ppg i hb Fig 3 32 E mail Templates Insert existing template image To do this click the nsert Image button on the editor There you have the opportu nity to use existing images or save new ones using the Upload button Click on the enter change button at the end of the page to save Page 45 of 199 User Manual for CarloCRM 5 2 Configuration Altern
4. eee 162 Call SCFIDES CODGIEIOFIS ao zoo roO EE FERE E EO Eei 162 Script creation TemplatesS o ooooooocoocorccorcorccrcconcorccoocosconss 163 Scripts creation Adding filters oooooomoommommoommorsrrsmss s 2 s s 163 SEMIDES creacion INES ee et 164 Scripts creation Display hints cece ees cee ceecceccesceeccesceeceecs 164 Script creation Definition of No ANSWEY cccceccecceeccecceeceees 164 Calling Call Centertab asias 165 Calling Master data Lab secos es EXER sate E S CENE ERE EN E UPS IDEE 165 Call center O VSIVIeW istuc Ub be itt caw EH ced eee 166 Call center Master data overview ssessesessecessecessesesseseeseo 166 Call Center temporarily unreachable customers 167 Call center Call back alert e eee eere eee 167 Call center EXporti dala sscvsevetacbrs tu ets id 168 Vehicte search Deal 52 vsepopa d FOR ee 169 Vehicle search New search form eese eene 169 Vehicle search Results preview ecce ene 171 Vehicle search Results liSt ooooooomoooommonorronsoncrconcaronocionos 171 Vehicle search Creating a test drive eee 172 Vehicle search Test drive appointment in customer correspondence 173 Vehicle search Test drive appointment in vehicle calendar 174 Page 15 of 199 Fig Fig Fig Fig Fig Fig Fig Fig F
5. 6 1 1 Correspondence quick entry Below the master data you can find the Correspondence block As you click the contact process entry form opens in the main panel You can enter a follow up date so that the process is not lost in the employee s PIM until this is completed Additional entry fields such as subject description vehicle reference and category depend on the contact type The manager may assign at his discretion another employee to handle the process Campaigns can be selected so that the process assignment is improved for further evaluations pers conversation F9 00 Y Organizer Miller Peter admin Follow up E Appointment in calendar Campaign no assignment Relation not choosen v Activities not choosen Subject Notice contact result E L Advanced entries Product CM OM invoice _ Description Fig 6 3 Quick entry of personal interview Further information on the entry fields can also be found in the detail record for a correspondence entry which is addressed in the chapter Correspondence The fol lowing additional actions are available Pers conversation Registration of a personal interview Call gt outgoing call SMS submission Prerequisite salesperson data under Administration CRM configuration must exist Here the SMS is sent from Page 53 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer CRM to the salesperson who should in tur
6. Maindata Client Contacts Search existing record Not import in this table Overwrite customer data User Manual for CarloCRM 5 2 Administration Import settings templates can be stored and recalled for recurring imports Assign a record to an existing group or create a new one ATTENTION Group assignment must be unconditional Assignment to a client storage location These are only accessed upon new record creation Perform a duplicate check while importing the CSV file Search for exact spelling in the fields that were selected under Search in existing records Set the search criteria for existing records either by the default search criteria or by selecting Search by another field defining the field Select another search field For an unambiguous assignment CRM ID debtor pros pect number or chassis number would be ideal Alternative search option selection in the second row of First name Last name or Business name and Post code if assignment is selected while the second field re mains blank This serves to identify customer master similarities for known customers if checked it only imports data matches These are not created additionally in CRM Overwrite master data from field mapping in locating ex isting customers only valid for new CRM prospects Only process found customers Import data from line no entry of new records Exclusion of the table header for ex
7. ditions in case of several ORed conditions brackets are neces sary C Results list lower section Here are displayed all fields that should be later set as column headers in the list view By default master data ID first name and Company name are selected Users may change their configuration in Personal settings as desired Page 75 of 199 User Manual for CarloCRM 5 2 Record filtering Ma Id 15 Ma Name gt 9 Ma First name gt 9 4 Ma Company1 3 Fig 7 3 List view If several fields from the field selection of the top section are moved to this section they are appended at the end Use the red arrangement arrows to move fields right or left as appropriate If conditions and column selections have been defined the filter can be tested but ton Test filter in the middle section As you do so the results list in the lower sec tion is loaded Do not forget to refresh the results if you add or change the conditions or filters in the list Only the first 20 records are shown In any case the total number of records re turned is shown between brackets in the first column heading As an example the default behaviour of a correspondence filter will only show those customers with correspondence entries meeting the filter conditions In case a corre spondence field e g subject is added to the column selection whereas no condi tion is set in the correspondence table an additional option
8. ok ee created Circular for p rom u x MC iw Group letter mails Rights AY de Y a Browse 15 08 2012 net applied E 5 Inzpekticnen 1111111115_inspektionen2012_neu rtf 13 04 2012 9728kb ua Download s T Fig 3 6 Document maintenance Each document can be sorted into a hierarchy of folders groups for easy retrieval at any time These groups may be managed under Administration Categories Go to the Rights area to specify which user groups will have access to this document please note that multiple selection is possible with CTRL If E mail is checked this document will be later available as an e mail attachment If Mail merge is checked you will need to search for mail merge substitution fields in the next step as the document fields will be combined with the corresponding CarloCRM database fields during mail merge Mail merge documents must conform to the Rich Text Format In the document field assignment is shown with double angu lar brackets e g lt lt vorname gt gt or lt lt telefonnummer gt gt The fields matched above will be listed after upload Based on the field name CRM performs and automatic mapping that can be later changed or extended by the user In addition you may specify the value format Fig 3 7 Field mapping Page 27 of 199 User Manual for CarloCRM 5 2 Configuration The following fields are additionally available and automatic
9. result date a correspondence entry always has a creation date Here Date You may also enter a follow up and result date if the user so specified 12 1 1 2 Report types You can produce tabular and graphics reports Furthermore you can display both the percentage and absolute values of completed and pending open correspondence en tries a Employee comparison This report compares total and com pleted correspondence entries for all employees by campaign The numeric value is shown as you hover over the bars Fig 12 2 Employee comparison b Individual performance single em Itemized list 1 MA Miller Peter ployee A finished Bl finished Md This graphical report shows total and 100 x completed contacts for all campaigns of 100 E 50 3 a single employee Numeric values ap 3 so pear as you hover over the graphic i Fig 12 3 Individual performance sin gle employee Page 118 of 199 User Manual for CarloCRM 5 2 Reporting C Daily performance single employee Time course of 1 employee per day Fimpel Max Angebot la Fig 12 4 Daily performance single For the selected period the report absolutely o 2 E gt S amp shows total and completed correspon dence entries by employee per day employee d Mo n th ly pe rfo rm a n ce Si n g le e m Time course of 1 employee per month Miller Peter Kaufvertrag ployee This report shows a
10. Man agement Customer Service El EDV A Secretariat Accounting g 5ales Target Fl c Categori external uu Campaign stop E Garage Types FI Marketing Mechanic O PIM Administrator Fig 3 12 Campaigns Each contact process can be linked to a campaign which can be defined in the menu option Management Campaigns New campaigns are entered in the first line while existing campaigns are shown below The campaign fields Start and End date determine whether a campaign is available for selection On the other hand you may leave the date fields empty so that the campaign validity start lies in the past or is considered unlimited The Title appears in the campaign selection as soon as a contact process is created and the Description field can hold any necessary details Furthermore you can add up to two attach ments through the Browse button Finally campaign access can be controlled via User groups Campaigns Targets CIM Kampagane Contact total revenue Maximum Complaints Count Contact Count Contact finished Count Invoices Count Contact per user Count Invoices per user Maximum Complaints Count Contact finished per user total revenue Maximum Complaints per user Count Contact per user Day total revenue per user Count Contact finished per user Day zo Fig 3 13 Campaign target values Once your new campaign has been created click on the
11. PIM pm Change Durhsucnen pm orange Durchsuchen Fig 16 6 Menu administration If several languages are available in CRM you can sequentially enter one translation per row in this page The rank determines the display order of menu items The in clusion in a top menu item is done in the prior to last column position via the selec tion list Note changes involving changes the menu system of CarloCRM are administrator reserved 16 4 2 Menu rights Here you can set the proper assignments to ensure users only see the relevant menu items Page 190 of 199 User Manual for CarloCRM 5 2 Administration conclude access rights Miller Peter Login admin Miller Peter Login admin alt Y v v Fig 16 7 User rights Menu rights Access the matrix available under Administration Menu rights and check the de sired rights for individual users The rows contain the individual menu items All changes must be accepted by clicking on the Change button Use the function All to automatically check all columns or rows as you see fit i e a particular user will have rights for all menu items click on All for the user or a menu item can be se lected by all users click on All for the menu item on the left Please note that these settings override or modify the default rights of the users in their respective groups sales accounting etc that were allocated by the company 16 5 Duplicates 16
12. Page 158 of 199 User Manual for CarloCRM 5 2 Reporting 12 7 6 Call scripts List There is an additional call scripts reporting option under Action Scripts List 12 7 6 1 Settings Telephony guide List Filter Telephony guide User Doce 01 09 2012 To Service Advisor Code alle MK Fig 12 70 Scripts List Settings Filter Call script selection User Overview of all or individual call center agents Date Restriction of the period under review Service advisor code Display the master for the script related invoice Finished Cases marked as OK Type Distinction of questions with and without answers Export as XLS Creation of an additional XLS file Blacklist Export finally unreachable customers Execute Confirmation of entries 12 7 6 2 Report After clicking OK the result appears in a table 5 Z st os 2 7 Waren Sie mit Ihre e a nm 4 2 Wurde Ihnen ein Er 7 der 6 gt F r Date Customer invoice Mk Rahm Ihnen er 2 i f 7 1 7 2 2 3 2 2 2 3 2 4 2 5 2 6 ja nein entf llt 2 1 2 2 2 3 Nein 2 5 2 6 2 7 ja nein 1 2 1 1 L i 19 08 2010 2 TVR6050874 x y p Fig 12 71 Scripts List Results list Next to the customer name invoice reference and if entered the master all the questions and answers of the script will be displayed If answers are provided with Page 159 of 199 User Manual for Ca
13. Usergroups i Management Y Customer Service Cl eov i Secretariat Fig 16 4 User roles By default a new entry is enabled as you enter the user role page Each user can be then assigned to an existing role 16 3 5 User forwarding In case an employee is no longer working with the CRM system you can configure user forwarding under Administration Unlike and in addition to macro forwarding user forwarding passes all follow ups birthdays and appointments in the calendar to the assigned employees This forwarding can also be limited in time for example if a user 1S ON vacation Page 189 of 199 User Manual for CarloCRM 5 2 Administration Useradministration Forwarding from 4 Y toa Y Date from 4 Y Dateto 4 Y Reason 4 Y Action not choosen v not choosen v 07 09 2012 E rz Miller Peter admin Schmidt Georg admin2 04 10 2010 E 15 10 2010 FA x Fig 16 5 User forwarding 16 4 Menu 16 4 1 Menu administration Menu items and their activation for specific users and user groups can be set by the administrator or installation consultant Similarly their structure and links can be altered to best support the employee s workflow Go to Administration Menu ad ministration and enter a new menu item in the first line all existing CRM menu items appear below Menu administration Name german english netherlands Russian Rank Link Picture is new menu Benutzer Users do not move Utilisateur
14. name car manufacturer unknown model Model model vorschlag date weekday Date amp Time User Manual for CarloCRM 5 2 Configuration Customer name from master data Name of the logged in user Name of the car mfg from mandatory administration Vehicle models from the CRM vehicle administration which are maintained under the OPEL brand Vehicle models from the CRM vehicle administration which are maintained under the OPEL brand Vehicle models from the CRM vehicle administration which are maintained under the OPEL brand Select box weekday Selection box time phone number Phone number from the personal settings of the logged in user E mail E mail address from the personal settings of the logged in user signature Signature from the personal settings of the logged in user directions Directions from the personal settings of the logged in user All other fields are free text fields that must be filled during text entry Once the e mail is created you can save it by clicking on Add new Later on you may change or delete it using this menu item Use the E mail Submission area under Administration General Settings to specify the e mail program used by the employees For example if Thunderbird is the corpo rate e mail option you must select E Mail Program 1 to ensure the correct presenta tion of the text E mail Program 2 for Outlook etc send E Mail i The password will not be
15. 12 13 12 14 12 15 12 16 12 17 12 18 12 19 12 20 12 21 12 22 12 23 User Manual for CarloCRM 5 2 List of figures REF template nidos 106 Document Auministration sd ders vlt dU EE rd 107 Creation Macros edid dread oaa diro deba oda io ean 107 Extending the TOFITIS cue dex dC at UN ae AAA 108 Addine conditoris svecekosenee coo use uou a 108 Created doc UM 108 Define WOrKTLOWS u 2 eier 109 WOTKTIOW SLEDS na 109 Malossi A a 110 Ereation of macro ACUONS ee 110 Macro to Tilter assienment au real 115 Macro TON Ward INS reelle 116 Macro forwarding for follow up campaigns eene 116 Campaign reporting Configuration ooooooooccoccrccocccrccrcccscmss 117 Einployee COMPAS Oise van 118 Individual performance single employee eere 118 Daily performance single employee eene 119 Monthly performance single employee eere 119 Tapular TODO SE 119 Sales process evaluation Settings eese 120 Sales process reporting by model cece ec cece eee ee cee ceeeceeceees 120 Sales process graphical reporting by model ooooooomoommommo 121 Sales process evaluation by sales Person cceecceeceeceecceeceees 122 Sales process evaluation historical comparison ooooooomoommommo 122 Sales process evaluation Sale contracts eee 123 Sales processes evaluation Open sal
16. Export l schen Fig 12 49 Chart toolkit Management Here charts can be copied and removed Click on Create your own menu item to make the charts visible to other employees After activation of the menu item in CRM administration approved users can find the corresponding chart in Action Charts To change an existing chart click on the blue chart title Filter dependent data e g invoice date type model can only be adjusted by changing the corresponding filter Page 145 of 199 User Manual for CarloCRM 5 2 Reporting 12 6 2 Self potential report This report serves sales persons to assess their customers potential Maintaining vehicle data under vehicle management in the area of administration is necessary for an accurate representation of the number of vehicles 12 6 2 1 Settings In the upper section you can define certain result restrictions Self potential analysis Customer type all customers v Service revenue in the last 3 Years more than Zip Code of to Vehides older than 4 years Purchase date is after Mileage greater than equal show for Miller Peter v E Customer list Fig 12 50 Self potential report Settings E Download PDF Customer type Distinction between private and corporate clients and Display all records Service revenue Period and total sales for the service business considered Zip code Postcode district from the customer s master data Vehicles Re
17. Macros operations ilter Category all ok Permission for all users 7 Tage nach Auslieferung for all users 26 08 2010 11 40 Schmidt Georg admin2 operations AP Test TLF Makro gt BM for all users 22 09 2011 10 05 Miller Peter admin operations Fig 11 1 Macros The box Active determines whether the macro should be run or not Click on Add Macro to save your macro and then define its details This can be accomplished by clicking on the link Actions Here you can define any number of steps to be individu ally processed upon macro execution Macros operations delivery bac Type A Y not choosen Contact entry for user Date not choosen Create letter pool Appointment for user x days 0 Complaint for user Complaint for user from filter Type Set status for event Opportunity for user Category E Mail to free address E Mail for customer Subject E Mail to an user E Mail to an user from filter E Mail to user group nA Follow up for user Description Follow up for user from filter Follow up for user group Werbesperre Carlo Kunde gesperrt in Carlo field change New entry answer in telephony guide no assignment Bauer Sigrid berater 010 enter change Fig 11 2 Creation of macro actions Page 110 of 199 User Manual for CarloCRM 5 2 Macros Contact entry for user a regular customer correspondence entry is created Find further informat
18. Additional calendar The first line is provided for the new entry of such a resource enter it by clicking on Add New All additional calendars are listed below These can be accessed by clicking on the link to the right of the name On the other hand you can click on the red X to delete the calendar for this entry To share this calendar with others it is necessary to create a new menu item To that end copy the link address of the calendar and paste it in Administration Menu items Finally you will need to configure the user rights accordingly 3 19 Leasing companies Here you can maintain various CRM IDs in the VW environment including for example leasing and insurance companies Among the companies stored there it will be veri fied the identity of the vehicle owner and the invoice recipient If these do not match the invoice will always be assigned to the vehicle owner The purpose of this function it is to be able to assign invoices in a fair manner Page 39 of 199 User Manual for CarloCRM 5 2 Configuration 3 20 E mail management CarloCRM offers several possibilities for E mail submission 3 20 1 E mail toolkit This feature allows sending standardized E mails directly from the customer overview with a customer reference The template is created once and can be reused at any time by all users 3 20 1 1 Settings Management E mail toolkit allows defining an E mail template which can be ac cessed lat
19. Reporting Total count of customers considered Total number of test drives Offer Total number of offers percentage over customers b by sales person This report shows all sales transactions by sales person for all models The column layout is identical to the Model report above by Model line by Seller Historical comparison purchase contracts Download PDF Seller Miller Peter admin v show Model line customers test drive gt offer Sum Contract with offer lost Other Contract no offer Contract sum Contract customers OPEL CORSA INTERNET Sonstige OPEL MERIVA OPEL ZAFIRA overall Fig 12 10 Sales process evaluation by sales person c historical comparison This report shows a year over year comparison of sales transaction by sales person by Model line by Salesman Historical comparison Purchase contracts Model line ALLE Modelle offer Sum show Download PDF O Contract Sum Contract With offer Salesman offer Contract Period of time 01 09 2010 30 09 2012 offer Contract Previous year 01 09 2009 30 09 2011 overall Fig 12 11 Sales process evaluation historical comparison Here we distinguish between Offers sum Count of sales processes in any of the following statutes Offer Offer closed and lost Offer other status and of fer turned into contracts Contract sum Total of all contracts with or witho
20. lt td gt ffeld produkt zuordnung kennzeichen lt td gt lt tr gt lt tr gt tthoVin lt th gt lt td gt ffeld produktzuordnung fahrgestell lt td gt lt tr gt lt tr gt lt th gt feldtext_1 lt th gt lt tr gt Fig 10 8 Filter fields in the HTML template However no connection to a customer vehicle is yet available in the template Page 104 of 199 User Manual for CarloCRM 5 2 Forms and workflows guide pattern delivery Licence number fffeld produktzuordnung kennzeichenj Vin ffeld___produktzuordnung___fahrgestell Letter number Radio code card not choosen v Key E Fig 10 9 Form Preview 3 10 1 3 Filling forms with data In the Customer list and Master data there is an area where new customer forms can be created New Auslieferung New Bewertungsprotokoll New delivery formulars New Kfz Zulassung i New bergabeprotokoll New Zulassungsvollmacht i New Zusatzvereinbarung Fig 10 10 Forms in the customer overview Click on the form to open a window with the form whose first line will display a pull down menu with all customer vehicles After selecting a vehicle the form will be filled with the correct content The last three fields will be filled manually Page 105 of 199 User Manual for CarloCRM 5 2 Forms and workflows gi OPEL Corsa INNOVATION 5 t rig 1 4 4036654 KL S 47 v Letter number Fig 10 11 Form Windo
21. records Opportunities Notice 4 Y Contact 4 Y Product 4 Y Fahrzeughandel X no no productrelation I 2088 offer 12 540 00 offer v 2 1 new business GMEVC Configurator Details Fig 14 21 7 offer Opel Corsa Selection not choosen E Miller Peter ee new Sant offer o 00 normal 06 09 2012 Configurator ein Ente ed 20 09 2012 FR Miller Peter buying contract T Correspondence 1 new OVS offer GK OM PM CM CC Events Forms Overview Maindata Add data Groups Vehicle Orders Correspondence Statistics Sum debit 4 Y Sum credit 4 Y Deadline 4 Y probability 4 Y Priority 4 Y Entry 4 Y User 4 Y normal v Tab OM Opportunity management The following actions can be started from here Vehicle search Sale contract Offer New GMAC offer New Santander offer Refresh Change New OVS request Use the red X Display of vehicle search with the original offer criteria Transfer of customer and vehicle data to the sales con tract form Transfer of customer and vehicle data to the offer form for the creation of another offer Creation of a further GMAC request Creation of a further Santander request Update the processing status of an already identified and above selected GMAC Santander request Change the financing request Link to Opel insurance page Entry deletion is an administrator reserved task Page 180 of 199 User M
22. telephony guide 4 Y E Mailadressen Test BM Test BM Werkstatt Zufriedenheitsabfrage Werkstatt Zufriedenheitsabfrage Werkstatt Zufriedenheitsabfrage F up 4 Y 02 09 2011 13 06 17 11 2011 17 35 17 11 2011 17 43 10 07 2012 15 28 10 07 2012 18 28 11 07 2012 10 28 Date 4 Y 02 09 2011 09 06 17 11 2011 17 34 17 11 2011 17 40 10 07 2012 14 28 10 07 2012 14 28 10 07 2012 14 28 Client 4 Y Opel Opel Opel Opel Opel Opel Customer 4 Y oem t A te Agent 4 Y Empfang Miller Peter Schmidt Georg Miller Peter Miller Peter Miller Peter private 4 Y ew Agent not choosen private not choosen ok Fig 12 58 Scripts Follow up Results list This list contains the Script name Follow up date Creation time assigned Client as well as the User who created the follow up and whether this is of Private nature If the latter is true this follow up appears only on this employee as he she logs into the call center If you check the flag in the first column next to the script three actions appear e Change the current call center agent New agent e Choose between a private and non private follow up private e Delete a follow up Delete 12 7 3 Scripts Statistics Scripts statistics are divided into three sections e n the upper section you choose the appropriate criteria for the various re ports Page 150 of 199 User Manual for CarloCRM
23. th iz valid from lt tr gt Date of birth Werksangeh riger 16 lt tr gt Notice Text 1 9 lt td gt iantwort_1 lt td gt lt td gt antwort_2 lt td gt Address Text 2 10 lt tr gt Text 3 11 be Iq ue 11 amp 5 3 a E A Fig 13 4 Script creation Templates Click on Enter Change to confirm your entries Any additional questions created af ter the template is changed are inserted into the template below 13 1 4 Preview Click on Preview to check the script appearance 13 1 5 Filter In addition to standard filters you can add different filter for individual users or user groups under Scripts management Je Filter User Werkstatt Zufriedenheitsabfrage back to the telephony guides User Filter Action not choosen not choosen Miller Peter 0 Test M Kunden Mai x Schmidt Georg alle Nissan Kunden Standard Filter enter change Fig 13 5 Scripts creation Adding filters It should be noted that the standard filter assigned to the script is replaced with the filter selected here for individual employees 13 1 6 Hints Hints are used to display brief support information in the scripts entry form Page 163 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts le Hints Werkstatt Zufriedenheitsabfrage back to the telephony guides Hint 4 Y Sollten Sie bei einem Kunden hinterlegen dass ei
24. 00 EUR Between price Work 19635 EUR Fig 14 12 Vehicle search Offer creation Calculation Behind the fields of dealer installations there is a search that accesses the names and prices of articles of equipment maintained under Management Product manage ment Discounts etc are stored in the price adjustments area These are printed by de fault but can be removed by unchecking the box in the document i Price adjustments i t Summer discount A print 2945 2 15 2 X print E 3 v print 4 Discount I print 0 00 Sum Price adjustments v print 2945 25 EUR 15 Deployment costs 549 00 EUR Approval costs EUR Total price without discount 20184 EUR Sum 17238 75 EUR House Price 20184 00 17238 75 EUR Fig 14 13 Vehicle search Offer creation Price adjustments Deployment and licensing or additional costs can also be entered Both the total price without discount and the amount will be automatically calcu lated The Company price may still be manually changed If the old customer s vehicle is considered a trade in the appropriate vehicle can be selected and included in the offer or sale contract Lisa E intrade No vehicles found brand code Licence number Search Type Model VIN Search Price EUR or for N KV Schaetzpreis DAT minus scheduled z Opel OOHB y g delivery r
25. 12 64 Scripts Results report Contact attempts This report summarizes calls as follows Page 155 of 199 User Manual for CarloCRM 5 2 Reporting Total telephone calls Sum of all contact attempts and calls Contact attempts all temporarily unreachable and finally unreachable no answer calls as well as created follow ups both still open and closed Calls effectively registered answers b Simple evaluation Result Download PDF XLS Download Total telephone calls without Reminder Calls Calls not on the phone Calls not reached finally Follow up created Fig 12 65 Scripts Results reports Simple evaluation Choose this report if you need a more detailed representation of the calls Total telephone call total of all temporarily unreachable and finally unreach able calls Calls effectively registered answers Calls not on the phone temporarily unreachable customers Calls not reached finally customers set to no answer Follow up created currently outstanding follow ups C Detailed report contact attempts simple evaluation Y detailed evaluation kann AN ARA AAA AI AA AN A APA AV APA AVE APA AI AN AUI APA AA AN AAA A AAA AAA AL AAA Y A AA A VA Y AU AA ANI AV APA X APA A ANA A ANNA AA APA APA A APA APA X APA A AA AVE APA A AA AI AA AI AA AV Calls Calls not on the phone Calls not reached finally Follow up created Success5 no Filter v Save Filters success Fig
26. 174 14 1 3 1 Sale contracts for new vehicles eeeeeeeeeeeeee 175 14 1 3 2 Demons vehicle Sale contract ooooromocomomorsroneronsros 178 14 1 3 3 Used vehicles Sale CONTRATE u 178 14 1 4 Creating vehicle information ecce nnn 178 14 1 5 Reserving a Venice ansia alice 179 14 2 E A o ue E 179 14 3 Overview Offers and sale COntractS oooooooocooccoocmmosmmmsmmoss oo 180 14 4 Delivery Calendar en a e i 181 14 5 Tal y e Pa ER a OR SEERER ES PORLERET 182 14 5 1 O 182 Page 7 of 199 User Manual for CarloCRM 5 2 Table of Contents 14 5 2 Lead assi MEN Ei idos 182 14 5 2 1 Lead TOPWANGING nennen 183 14 5 2 2 Callcenter leads toda sio eo canos 183 14 5 2 3 Display of lead informati0N oooocoooccoccoccocccoccncccrcooo 183 14 5 2 4 Lead execution process ccccecccnccesceeccnccesceeccesceecess 184 14 5 2 5 UNCallea Ne ac as nas dns nena 184 14 5 3 Integration of vehicle exchanges and contact forms 184 15 Other UNCON dee PD ies 185 15 1 QUEDO ier eas seater 185 15 2 Central Eval fete nee 185 15 3 PEIDEINO osuere eM aie eae M CM M CE UI ene een 186 15 4 Los OF Mela CHANG esa italia iio 186 A Rec E 187 16 1 E 187 16 2 IMDORLINS 109 datan A 187 16 3 USEF Manas SWIG Cu A os 187 16 3 1 Creatina USCIS asar 187 16 3 2 User oroUDs 0 AO 188 16 3 3 USAS iO ICO ces 189 16 3 4 USO iia OEI O 189 16 3 5 User TOFWAIG
27. 5 2 Reporting e Click on the upper section Aggregated scripts report to obtain a fully print able report Here any question in the selected scripts is considered in detail Evaluation telephony guide telephony guide place several with CTRL Key all Y 001 AAA Erfolesauswertung the invoices 2009 10 Komplettradverkauf an NW Kunden the master data Abfrage Teilnahme Insignia Premiere nruf nach Fzg Auslieferung Group grated ee with CTRL Key Calls net contacts Indicates the number of calls made to the userin the choosen period A VU Not achieved Displays the number of customers did not reach the user at the choosen period Dunkel Sarah ais N Fimpel Max 3 Without an answer Shows the number of customers reached to not condusive in the user choosen period Without answers evaluate the reasons Miller Peter Mohr Judith Pastel Michael answer entrys Shows the relationship of response to added on without entry al Answers given in detail and temporal course of the weighted responses satisfaction and evaluation of the service adviser if maintained Users view one 9 telephony guide Date FE to E O Invoice Date E to E show Evaluation as XLS Overall Evaluation Guide Report Overview of questions What questions did it and how many were registered with an answer Overview of responses per question What were the answers to every question Hist
28. Action v Management Adminstration v lt 2 gt 7 PIM Search SF no filter v no group filter v Fig 2 2 Main menu and Navigation Bar The menu bar arrows are used to navigate to the previous or next customer records The most recently modified customer is retrieved by clicking on the person icon placed between the arrows As you do so the last used tab e g master data corre spondence sales etc is called To the right of the arrows is the list icon which you can click to add further records to the list view If no icon appears there are no fur ther records or the selected filter produced no results On the right side of the search area you can find a search box and a filter selection next to the group filters Depending on your configuration the SF function search fields provides more granular search options than the search box The search is manually started by clicking on the magnifying glass or automatically launched as you enter characters into the search box Search results are displayed by default in a popup window The main part of the application runs in the central and largest screen section Your configuration will determine whether the personal information manager PIM or the Start Portal should open after login In any case both home screens can also be ac cessed via the icons in the navigation and menu bar Click on the blue screen icon to open the Start Portal or on the letters PIM to launch the Per
29. Distribution 2012 January 2012 February sita 2012 April 2012 May 2012 June 2012 July 2012 August 2012 September 2012 October 2012 November 2012 December overall March 5 00 10 00 10 00 10 00 10 00 15 00 20 00 0 00 0 00 5 00 5 00 10 00 100 00 Fig 12 21 Distribution index The total target for each brand model is entered below In addition you must select here the corresponding user for the total target distribution via the assignment in dex Page 126 of 199 User Manual for CarloCRM 5 2 Reporting Overall goals CHEVROLET FORD HONDA HYUNDAI INTERNET all 0 all e ET e all n rn Distributed to the ES users Demonstration 0 in De E b E Bee EY Po u 0 o F m gt F H v several with CTRL Key enter change Fig 12 22 Total targets In case the total target cannot be fully distributed the excess will be added to the month with the highest assignment index percentage value Important Please note that if you select a new user for the selected period as you distribute targets with the assignment index all existing targets will be overwritten Business targets Business targets are used to compare the manufacturer s targets with the actual ve hicle sales To that end you must maintain the targets at the model level for a given period As you click on the button Display business targets it appears a
30. ID Status Neukunde Laufkunde v Title Matchcode 111 0311 1 1006871 Address Type of Address Address Country valid from valid to use for mail Choose type y not choosen 17082012 E E E Address Waldstr 200 14480 Potsdam Deutschland 11 06 2007 E Alternatives of Contacts Phone private 0331 2168 Mobile private Fax private Phone business Mobile business Fax business E mail private testfrau amp autohaus de WW private E mail business WWW business Fig 6 4 Maindata form Page 55 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Use the block Addresses to enter one or more addresses per record You may also enter old addresses if you wish to keep a history thereof To that end you should fill the validity fields accordingly On the other hand at least one address should be marked as Mailing address which will be used during the mail merge process As you enter the postal code field in the Status window the corresponding location is picked out automatically and can be confirmed as appropriate with one click If several postal codes match your entry you can choose the correct one To add a new address the top row in the block of existing addresses press the but ton Add new or alternatively save it by clicking on Enter Change at the bottom Ex isting addresses can be deleted with the red X at the end of the line If you do so a security question follows In the block Contact
31. Name Sales targets August 2012 Fig 9 1 PIM view with calendar entries 9 2 Anniversary list There are two ways to view the anniversary information for directly managed cus tomers e the short anniversary list shows today s anniversaries e the long anniversary list shows all birthdays for the past five and future five days Regardless administrators see all anniversaries 9 3 Pinboard The pinboard is used as a blackboard for the entire company Only the entries deemed relevant for the current user will be displayed Ultimately this depends on the user group assignment of the employee The display occurs either in the menu item User Pinboard or in the PIM according to the user settings Pinboard entries can be created and modified by the authorized employee under Management Pinboard entry Page 92 of 199 User Manual for CarloCRM 5 2 PIM functions Administration of pinboard entries Show from 4 7 Title 4 Y Date 4 Y Show til 4 Description 4 Y Attachment For user groups Tg ES es 10 0 2012 Pr rons Management Customer Service EDV Secretariat Accounting Sales x external Garage Marketing Mechanic PIM Administrator Breakfast for all employees E D 10 09 2012 E 10 09 2012 E Browse Browse i s s E Al O O O S 38 E E AO Fig 9 2 Creation of bulletin boards entries The first row is intended for new e
32. New text Fig 3 30 E mail Templates Pre existing template In CRM enter the name of the newsletter in the column Name and click on Add new As you do so the column HTML Text shows the word Editor in blue Click on it to open the Editor e back insert field to be personalised Briefanrede TiteUName HTML Quellcode bearbeiten Mozilla Firefox elal x ok e g lt lt briefanrede gt gt lt lt titel gt gt lt lt name gt gt no private customers al Schriftart Schriftgr e B Z U c A gt 4 da E OX OX ES vorge Y dbserver alt crm js tiny mce themes advanced source editor htm HTML Quellcode bearbeiten Y Automatischer Zeilenumbruch title webCRM 4Net das webbasierte CRM System der Prof4Net GmbH Home lt title gt meta name description content Prof4Net GmbH webCRM 4Net das webbasierte CRM System E der Prof4Net GmbH meta name keywords content CRM webbasiert webbasiertes CRM E be Jo 2 a x x Q ondemand ASP Hosting meta name Generator content Joomla Copyright C 2005 2007 Open Source Matters All rights reserved meta name robots content index follow lt script type text javascript src http www prof4 net mambots system jceutils jscripts mootools js script lt script type text javascript src http www prof4 net mambots system jceutils jscripts FERIEN REEL en Aktualisieren
33. Notice Fig 13 13 Call Center temporarily unreachable customers e Follow up The customer will be made available to any employee after the corresponding period This is under the assumption that at that point the customer remains in the call script If you want to create a private follow up check the corresponding box and the customer will only reappear for a given employee after the corresponding period You can see the number of follow ups in the call script overview e temporarily unreachable The customer is blocked for four hours and will re appear if necessary in the call script on the next day at the earliest e no answer If this customer should no longer be called from this call script you can select No Answer and specify a detailed reason in the drop down menu If the call back alert is enabled in the CRM system all future calls for which a follow up has been created will appear amongst the customer information and the ques tions Click on the customer name to change the script if necessary and enter the corresponding answers F up Date Customer telephony guide User 06 09 2012 14 32 Dietrich Susanne Werkstatt Zufriedenheitsabfrage Peter Miller 06 09 2012 14 42 Testfrau Siegrid private Lorig Peter Miller Fig 13 14 Call center Call back alert 13 2 3 Exporting data The administrator can export all customers along with their answers under Call cen ter Next to the script name the administrator
34. OPEL Meriva 1 6 16V Edition IX53 MI 3 OPEL MERIVA EDITION 1 6 EASYTRONIC IVB3 101 PS EZ 29 06 2005 80756 km 0 00 100 PS EZ 30 06 2005 66250 km 0 00 0 PS EZ 29 07 2005 0 km 0 00 Vehicle search Results preview Click on the vehicle name to view a results list with the following information Fig 14 4 1 Vehides found VIN Brand code 4 Y Type Model 4 Y ASTRA GTC EDI 1 6 TP 56 p Mietfahrzeug Detail grs WOLOAHL0855242818 KM 4 7 First registration 4 v Ident Selling price AV Place KW PS AY Days in company 4 v Color 4 Y inm 1 OPEL ASTRA GTC EDI 1 6 TP 5G Buying contract 1 6 16V PS 103 KW 76 5 GANGGETRIEBE Buyer ZZB 1_ 1_ 0TN08 125320058 0 Pre owner ASTRA GTC EDI 1 6 TP 5G OTNOS AYO ceo DDG ASTRA GTC EDI 1 6 TP 5G AIRBAGS VORN SEITLICH amp KOPF KLIMAANLAGE AUSSENSP EL MANUELL ANKLAPPB Serienausstattung Serienausstattung Serienausstattung Vehicle search Results list Brand Type Model KM SR License plate KW HP Colour Actual sales price Under the type model name you can view the vehicle status and VIN Move your mouse over Details to view equipment information The first greyed out row shows the buyer the vehicle model number and also the vehi cle s owner number amongst other information Display of mileage The initial registration is usually omitted for new vehicles Below the actually main tain
35. RE En Len ETE eed HU 2012 Admin Admin apie not choosen b TREE not choosen several with CTRL Key not choosen Ir es OE choosen not choosen not choosen Fig 3 3 Personal settings 3 Use the PIM area to specify the individual PIM components and layout Select the Lists of filters if you wish to display them here Path to documents folder must be left empty if no local default drive points to the CRM documents folder This option must be set by the administrator In the area more you can enter the number of records in the call centre call back alert and the time it takes to display contents as a mouse passes over a window 3 2 Master data Customer groups The administration of Customer groups in the Management menu is used to catego rize clients and prospects Each customer prospect or business partner record can be classified into any number of customer groups These groups can be created and modified as required Moreover each group can be assigned a position name and type If a group is marked as private its records will not be visible to other users provided the group does not belong to another public group If a group is not marked as active unchecked it will not be available in the group filters selection The top line always shows the latest entry The rank determines the position in the record view of the tab Groups The name and the user defined category complete the gr
36. Schmidt Georg admin Follow up E Appointment in calendar Campaign no assignment Relation not choosen Activities not choosen Subject Notice contact result D scigitio Advanced entries Product CM OM contact Fig 3 15 Correspondence entry If you open a new correspondence for a given customer and select a campaign the corresponding standardized selection options appear in the category Category re sults shows all contact results pertaining to this campaign 3 5 Events The event function is used to plan events manage people status from the invitation to participate and produce event reports As with campaigns contact processes can also reference events Fvenl Category V active V new Er 5 enter activa tor Internat j E Markeline v 01 042011 FS 11 co M show 1 active for Internat V 01 04 2011 E87 00 x 1 X show 7 Marketing 25 0 2010 P310 co Y a active for Internet 25 09 2010 F3 16 00 Y EJ Fig 3 16 Events After calling the menu item Management Events you can add new events in the first line and modify existing ones shown below The name is a mandatory field and appears wherever an event is referenced Location comment and category can also be entered Start and end indicate the event duration On the other hand events support file attachments Furthermore the cost and the state e g whether the event is ful
37. Selection of RTF documents previously uploaded into CRM using Administration Documents Selection of documents available in the correspondence tab of the customer Additional options to upload e mail attachments Campaign selection Selection of files that were previously loaded into the campaign manager of CRM Contact result Additional description and results information Extended entries Creation of a reference for vehicle invoice complaint and or offers and sales contracts Click on Enter to send the E mail As you do so a new correspondence entry is dis played for the customer 3 20 2 E mail templates E mail templates are provided for mass mailing of newsletters to a pre filtered group of customers You may view all pre built templates under Management E mail tem plates and create new ones if so desired Here a distinction is made between the use of templates created earlier with a different editor and the creation of new templates 3 20 2 1 Using an existing template For existing templates the source code must be shown right click Display page source and copied Page 44 of 199 User Manual for CarloCRM 5 2 Configuration Email Patterns N i HTML Text Photos Preview Action N b Browse 7 Mirrnsntt Uutlook Pattern Pussible afler adding new en ly Pussible after adding new enliy Fl HTML Module mE 7 Text is saved PP ee uH EN m 1 bild 10 Bild_ oyotaLogo 44 25KB ZUUXT6 show x
38. Test drive appointment in customer correspondence This appointment will be displayed in the calendar of the vehicle employee as well as in the customer correspondence Page 173 of 199 User Manual for CarloCRM 5 2 Vehicle trade Search zur ck zur 1 Vehicles found brand code 4 Y Type Model 4 Y KM 4 Y first registration 4 Y KW PS Y selling price place v VIN Ident color 4 Y A days in company 4 Y Acton J 1 OPEL Meriva Edition 1 6 TWINPORT ECOTEC MT 5 aces an we Boase ey Neufahrzeug gt Details 10 2009 Starsilber pent es WOLOXCE7594289203 PS NW 574 POMPES 2 1 8 B 10 09 2012 13 00 10 09 2012 17 00 Testfrau Siegrid 6871 Miller Peter AA Fig 14 7 Vehicle search Test drive appointment in vehicle calendar To process this test drive appointment click on the exclamation mark to show the contact results window If the start and ending mileage is entered here you may later create test drive lists for individual vehicles using the Filter Wizard Fig 14 8 Vehicle search Mileage for test drives 14 1 3 Creating an offer sale contract To create an offer sale contract for a stock vehicle and a particular customer you must click on the buttons Offer or Sale contract for the relevant vehicle in the search results list offer OPEL Meriva Edition 1 6 TWINPORT jNeufahrzeug OPEL Meriva Edition 1 6 TWINPORTS first registration 02 10 2009 0 km 2
39. The system supports three offer sale contract types namely a sale contract on one page b executable sales contract with all price equipment if needed over several pages c executable sales contract with all equipment if needed over several pages 14 1 3 1 Sale contracts for new vehicles In sale contracts for new vehicles you can check a box in the first section for the initial registration of vehicles with a one day registration Checking this box adds a text to the comments field Fig 14 10 Vehicle search Offer creation with one day registration Specify the storage location where the vehicle will be sold in the contract details j i j i j j i The calculation lists the list prices as well as the special equipment stored in Carlo as section In addition you can enter the delivery date new car Demonstration Calculation v not choosen v Wlweek 36 2012 Opel 00HB Day of delivery al EY quickly Fig 14 11 Vehicle search Offer creation Contract details equipment for the vehicle Thus you can add accessories to the offer contract af terwards Page 175 of 199 User Manual for CarloCRM 5 2 Vehicle trade pattern a page y Demonstration J B List Price 18890 EUR color Starsilber 2AU 460 00 EUR j upholstery Stoff Punch Anthrazit XXWE 0 00 EUR 1 Sitzheizung vorn KA1 225 00 EUR 2 Reserverad QQ5 60
40. a data overview Depending on the length of the evaluation period there are different views e less than 31 days Daily report e from 31 to 700 days Monthly report e over 700 days Yearly report Page 152 of 199 User Manual for CarloCRM 5 2 Reporting If before generating the graph you select Consider users individually the report will be generated by individual user instead of by user group 12 7 3 3 Evaluation of customer satisfaction answer analysis For the satisfaction evaluation it must be decided whether you choose the call script date customer call or the invoice date customer visit to the Company and satisfaction in retrospect If you want to obtain an overview of the answers to all questions check the box De tail on provided answers before or click on the link to the right of the graph The second link Detail on provided answers and Chronological overview of weighted answers generates in addition to the summary of answers to all questions a chrono logical overview of the weighted answers 12 7 3 4 Overview of customer satisfaction per service consultant To assess the individual service and sales employees you must check the box Satis faction evaluation of the service consultants under the selection criteria On the right side you can view a list of employees whose services have been invoiced during the past year Here you can choose individual masters service employees Salespersons as well a
41. an OPEL Call center If so the corresponding lead is recognized and cannot be edited This can happen in several phases Action No Dealer Campaign Customer vehicle Interested in Additional data Miller Peter Lok Lenhart Annika Lead ID 2590293 Angebotsanfrage ohlstr 16 67685 Schwedelbach Quotation 1 DE0621 00 opel de A or date 24 08 2009 Date 20 08 2009 en x Source Opel Type New customer Opel 00HB v Sales New No action ONL Miller Peter External link Fig 14 25 LeadlT CC leads Further processing is only possible after the reassignment of a call center 14 5 2 3 Display of lead information The lead history can be directly viewed in the lead container of the correspondence field To directly view the current status of the leads check the Status field In addition to information on history information new contacts test drive offer sales contract the lead import date is also available Page 183 of 199 User Manual for CarloCRM 5 2 Vehicle trade 14 5 2 4 Lead execution process As described above during the transfer of leads it will be examined whether these are already being processed by the call center For this purpose a check is executed and documented In the current version of LeadIT the status that the customer has opened will only be submitted to LeadlT if the seller clicks on the exclamation mark of the task in his her PIM or on the customer corre
42. and the last five years If you move your mouse over the vehicle count its age distribu Page 132 of 199 User Manual for CarloCRM 5 2 Reporting tion is superimposed To use this index you must enter the first registration date for the vehicle Statistics Cars Orders Date from 05 09 2011 to 05 09 2012 gt 0 Orders Date from 05 09 2010 to 05 09 2011 gt 0 Orders Date from 05 09 2009 to 05 09 2010 gt 838 Orders Date from 05 09 2008 to 05 09 2009 Age 0 258 Orders Date from 05 09 2007 to 05 09 2008 7 AgS 3 81 Fig 12 33 Vehicle statistics 12 2 5 Sales Postal code analysis If configured this menu item provides three different reports Sales by business area date range selectable pie chart with postal code customers breakdown and sold vehicles statistics Statistics J turnover El new car L used car yearly 2010 to 2012 monthly 09 2011 to 09 2012 C customers ZIP e g 12345 12366 14567 15020 16900 Fig 12 34 Sales Postal code analysis Page 133 of 199 User Manual for CarloCRM 5 2 Reporting 12 3 Marketing 12 3 1 Marketing analysis Marketing analysis compares the results of multiple filters that are evaluated repeat edly at selected time intervals over a given period Marketing analysis has its own marketing administrator and reporting area 12 3 1 1 Settings You can create a new report in the upp
43. block The link List of available appointments shows all open appointments e g invitations Under Access to other calendars you can view other users calendars for which you have read or write authorization Furthermore you can determine which users will have access to your own calendar Correspondence count determines the number of correspondence records shown in the Correspondence tab of the customer view if further entries are available Page 24 of 199 User Manual for CarloCRM 5 2 Configuration Arrangement Filter E Left Right iaufgabeversuch Admin Admin El B 23 Mon nach EZ Briefe Follow up Ir anniversary list E HU AU Folgemonat Briefe A A A TASA SA cosseeeeennnnaatsneneceeannnaasteceeeoetanaausntenetenntanssecntenstenneay HIE KD Zulassung amp Wochen Briefe Opportunities Calendar B HW Inspektion 11M Briefe OS ta betas Ram hrs ito pate Bern here s a Ban a Beton pe E TE seig E N Ww Inspektion 23M Briefe Complaint Notice l B Rechnung 20 Monate Briefe EEE o al lec Test Meisterk rzel Admin Admin Filter Tees Checkliste Kunden Admin Admin PIM sy tiketten test Admi in xf secca RR Pinboard Etiketten test Admin Admin i eM nat choosen E users online E gmbh Admin Admin SERS COO mre tay OO EEEE GW 13 Monate nicht da Spezial anniversary list long e MM not choosen GW 2 3 4 alt Spezial A ee io SRE
44. blue arrows to sort the list in ascending descending order as required You may create a filter using a date range In that case it is also possible to enter just one field The table fields have the following meanings Date e Correspondence entry time e Display of end date time for an appointment in the calendar with a cus tomer reference after the start date e Default sorting by date so that the latest entries are shown above e Special presentation and sorting whereby followed up items are shown above those not followed up e Different additional icons identifying o acontact person head o an offer sale contract two people o acomplaint red exclamation mark o acampaign phone As you hover over these data an information window with detailed informa tion opens Type iconic representation of the communication type the short text for the type is shown as you hover over the type e Incase a reference to a document is entered the corresponding icon is shown two people Further information is displayed in a small window as you hover over the fields in question Category user defined or seeded categories for grouping the correspon dence entries Page 60 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Testfrau Siegrid Statistics No 6871 records 19665 OM PM BM cc cs List of correspondence Date Filter MM Lr Duo Filter Product Filter v Type v
45. can be sorted accordingly and all pending customers will move up wards Similarly a comment can be entered 12 2 3 Repeat rate The repeat rate represents customers with repeat purchases in different periods e g with invoices in consecutive periods 12 2 3 1 Settings The first section is used to configure periods and cycles and allows excluding blocked customers and customers with an active advertising block from reporting The selec tion fields Start and End of the quarter refer the first day of the first month and to the last day of the last month respectively Recurrence rate Period of time First Period Second Period Beginning of Q4 2000 bis End of Q3 Y 2002 y Beginning of Q4 2002 bis End of Q3 v 2004 Client F Exclude customers with advertising lock WK customers Filter Default use gt C Blocked customers exclude W GW customers Filter Default use MaxTest several with CTRL Key show hack 8 Generating the evaluation requires a certain time Please be patient Fig 12 30 Repeat rate Settings Users may assume the default settings for target group selection Access the relevant criteria to that end through the question mark in the hover field Alternatively you may use a customized filter which can be found in the selection filter 12 2 3 2 Report The report is divided into a recurring workshop orders section and vehicle sales sec tion In each case a graph and tabl
46. can view all CRM assignments in a list There the admin istrator can trace which duplicates were edited by whom and what decisions were made Navigation through the doublets Customer 1 Customer 2 rd Date User Action ID noci n Miller Peter correct customer 3 16 08 2010 31 03 2010 Miller Peter correct customer 13 46 x Fig 16 11 Duplicate display List Click on the red X to undo a duplicate assignment in CRM However any changes pre viously made to the master data still remain 16 5 3 Duplicate export Go to the menu item Duplicates export to create an Excel file containing the dupli cate check records These can be edited or sent as required 16 6 Data import In addition to the existing interfaces to other systems that are manually configured if any additional data from external files and databases can be imported Page 193 of 199 User Manual for CarloCRM 5 2 Administration iL B DSH Connection String i9 Csy File i Browse Cunlacbs Check tor duplicates I Interessenten Calendar Into the following ermp Mi Opel only for uscr r Garanta Interessenten CRM D Micrusuft Cullouk Contacts Groupassigrmant ciente Fig 16 12 Import Data can be imported into the CRM system in the following ways 16 6 1 Database CSV file Using the CSV file import function you can import customer data into CRM and mas sively add correspondence r
47. category does the cus tomer fall and what sales and visits have been performed in the last five years by business area Page 54 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer The ABC analysis data can be stored in CRM However it should be maintained by the Company under Administration ABC settings 6 1 4 Additional information The block Additional information presents open complaints red and other contact information such as the Privacy Statement As you move the mouse over the text a small window opens with relevant information 6 1 5 Vehicle trade You can go directly from the customer list to the vehicle search or the configurator A sale contract can be created directly from an open customer offer 6 1 6 Call center If this functionality is enabled you can select a call script and enter the correspond ing answers 6 1 7 Forms If users have been authorized to access the form function they will see a link to the Forms tab In addition all previously entered forms can be reviewed 6 2 Maindata This tab allows viewing and modifying a record s master data The fields maintained here can be referenced later on for example during the mass mailing process Testfrau Siegrid Statistics Events Form OM PM BM cc No 6871 records 19665 Private data Salutation IMrs Letter Salutation Dear Mrs Company Organizer Miller Peter First Name Siegrid Name Testfrau
48. customer data 16 6 1 2 1 File preparation All required data is stored in a table with a table header label Page 197 of 199 User Manual for CarloCRM 5 2 Administration 1 Name Firstname Company street house numb zip City 2 Testtrau Siegrid Sonnenstr 1 14450 Potsdam Kaspar Katja L wenzahns 50 10143 Berlin a Sonnenklar Sternstr 2 10117 Berlin Fig 16 17 CSV Import Table creation file import If information is stored in two source file columns that will only fill one CRM field a merge process is later introduced here Street and house number It is important to ensure that the file is saved in CSV format setting Save As File Type 16 6 1 2 2 File import Go to Administration Import to upload the CSV file Similarly to the correspondence entries import the corresponding information is en tered in the settings window Fig 16 18 CSV Import Assignment File import The address field is made up here of street and house number as independent ele ments In CRM street and house number are merged into a single address field Therefore the field address is selected for both street and house number albeit with different ranks Fields with entered ranks are inserted or updated in CRM combined with blank characters Customers that do not match any existing customer will be created as new customers in the number range 900 000 1 000 000 16 6 2 Outlook import Before data can be imported
49. from Outlook you must export the data from Outlook in CSV format CRM recognizes the format and imports the data In the start screen you can select the right version and type of data contacts calendar or e mail as well Page 198 of 199 User Manual for CarloCRM 5 2 Administration as the group assignment Likewise it can be decided whether a duplicate check should be performed 16 6 3 vCard You can use the vCard format to import customers prospect records private cor porate This file often has a VCF extension lf vCard import is selected user the Browse button to find the file in your local PC Furthermore a client group must be specified so that the record is assigned to a group After clicking on Next the data is imported Page 199 of 199
50. master data In the CC Comments field you can enter information that is only visible if the customer appears in a script or in the customer overview if the CC tab is enabled The Protocol tab lists all attempted and completed calls Master data Comments can only be modified in the tab Master Data If this was considered during the call script creation Appointment box checked all calendars for which the user has write permission are available If a calendar is se lected it will open in a new window The customer reference in the appointment is already generated It only requires selecting a day time and employees in the cal endar By default the call script name is entered in the subject line The comments field holds all questions and answers in the script for that person From the call script you can view important customer information in tabular form To that end the desired fields in the corresponding field must be dragged to the List view All other information can be accessed through the blue coloured Additional information link which opens a new window If a call script was not completed for example because the customer was unreach able three possibilities exist Page 166 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts not on the phone Follow up private choose or own time y 06 09 2012 ER 14 32 o Release time without answer exdude not reached finally Y without answer
51. must necessarily comprise a number of questions to be asked and their possi ble answers The Rank determines the display order of the questions As usual the first line is used for new entries Depending on Type further answer fields appear For figures text and comments fields the character width can be specified in Size Moreover you can define a question as a Mandatory field and set a Success condition for further evaluation For a question such as Do you have interest in our new prod uct success can be defined in the condition as a positive YES answer In this case the best approach is to define a default field containing the two possible an swers YES and NO By Report Count allows defining a numeric field for reporting whose value will determine whether success has been attained Page 161 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts de Questions Werkstatt Zufriedenheitsabfrage back to the telephony guides Evaluation condition 4 u Question 4 Y Type 4 Y show al Ah y nn Action Evaluation sum 4 Y pesoerns text field Y i h not evaluated PEN OU always show d ii add new B gie show if Answer E CUTE ann optimum points 30 valuation sum Soll Kunde im Rahmen dieser Aktion angerufen werden text field Y not evaluated 1 always show x Standard answers 2 size 7 Y TT show if Answer 5 3 optimum points 3 30 Evaluation sum U sub quest
52. nemen semen semas semne semas nemen semas emmae ease nemen semne semas semne semen seman semas sames mba comes namen semen semea emus semas semen semas smits samne nemen samne semas semen semen seman semat nace semea seme namen semen somes comes semet semen smie emas sames semen samne semen samne semen camer eins semea anmes semen samen semen semea comes semas d POP3 Address IP j Mailserver Mailserver Password The password will not be displayed To change it just type in a new one Fig 3 21 General settings Page 38 of 199 User Manual for CarloCRM 5 2 Configuration 3 17 Clients After calling up the appropriate menu item under Administration client manage ment appears The user can enter the name in the first line and click on Add new to create a new client All existing clients are displayed in the lines below where ex tended company data address postal code can be introduced In master data management each record is assigned to a client linked with the dealer management system Use the User management function to determine the accessible clients per system user 3 18 Additional calendar In addition to the personal calendar you can use the menu item Administration Additional calendar to create additional calendars such as a room availability calen dar or a service actions calendar additional Calendar Name of calendar 4 Y Action add new Room Availability Link x Fig 3 22
53. obtains a count of available records in the campaign superimposed for the filter specified Click on the Export button to export your data to an Excel file In doing so the mas ter data for each called customer as well as the answer for each question posed will be displayed If you wish to filter the export data by date use the field Date export filters Important If an additional filter is simultaneously active only records meeting also this filters criteria will be exported Page 167 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts Export from Date from Date until User Group filter Filter 06 09 2012 10 44 Peter Miller Potsdam 17 07 2012 10 36 Peter Miller 0 Test M Brief im April Fig 13 15 Call center Exporting data You can find a table with the exports of all employees under the call scripts list Click on the link File to review individual exports Use the red X to remove any ex port Page 168 of 199 User Manual for CarloCRM 5 2 Vehicle trade 14 Vehicle trade 14 1 Vehicle search The vehicle search option under Action Vehicle search allows querying the vehicle stock These can be reserved in CRM and an associated test drive an offer or a sales contract created The templates for this sale process are Word templates which are customized for the dealership at the beginning Vehicle search provides two viewing options The selection between default search and the n
54. reminder window opens if activated Calendar appointment it allows the entry of a transaction related ap pointment which appears in the manager s calendar you may also set the appointment date and time the appointment man ager other user possible and a reminder Type Selection of the communication type as described in the table above depending on the selection additional fields may ap pear to expand the context of the correspondence entry with extended information e Incoming and outgoing call phone number in case of several customer phone numbers select the preferred phone number to be used for incoming or out going calls e Document letter receipt and contract input field for a file to be stored af ter entry click on the button Browse to select a file from your local PC or network drive e personal conversation and external appointment Selection of the contact person if no contact person has been entered in the Additional data tab only the customer will be displayed here first name and name for private or cor porate customers for external appointments you may also specify a loca tion which is determined by default from the first address e Fax receipt submission similarly to incoming outgoing calls you may se lect the preferred fax number and a fax document e g an image from the local file system e E mail submission you may select the e mail address from a list if several ex ist
55. shows all employees assigned to the Mechanic employee group under User administration If you check the box Extended input you may reference a customer vehicle an in voice and a sales process Checkboxes represent the nature of the complaint and can also be defined in CRM administration Multiple choice is available for this point Once you click on add the complaint is saved in the system and automatically as signed its own open complaint number In the Overview area of the tab Additional Information open complaints are shown in red and completed ones in green 6 11 2 Processing complaints In the tab BM existing complaints can be reviewed changed according to rights and responsibilities or deleted using the red X Moreover it is possible to print documen tation on the complaint process or create a file by clicking on the link Sheet The underlying document may be adapted by the Company itself It can be found on the CRM server under Drive CarloCRM Apache2 htdocs templates crm Testfrau Siegrid Statistics OM m BM cc Events Form No 6871 records 19665 Maindata Add data Groups Vehicle Orders Correspondence Complaint Name 4 Y Ms E Product Responsible Status Y Pee Instruction 4 Y al AY av Date 4 Y end date 4 Y Duration 4 Y Client Files Pr tusol dnd Type 4 Y Priority Y Cause person 4 Y Target time 4 Y Category 4 Y Entry 4 Y Action 1 366 unzufrieden mit der We
56. target values link targets For numbers text and comment fields you may enter a size indication which determines the character length Comment fields are multiline hence you may specify width and height infor mation e g 80x3 The checkbox determines whether the field is assigned to the selected group The user will view the input fields in the record view of the tab Addi tional data according to their rank and type This is so provided that the requested record belongs to the master data group to which the additional fields were assigned On the other hand if you delete an additional field this will no longer appear in other groups to which it may have been assigned Data can be imported into additional fields whose content can be filtered and dis played in the list view Page 26 of 199 User Manual for CarloCRM 5 2 Configuration 3 3 Document management 3 3 1 Documents The menu option Management Documents contains a table with all documents that have been loaded into the system You can add a new entry directly under the table header To do so click first on the Browse button to search for a local file Secondly enter a Document name Category and one Group group management is available under Document groups and determine whether the file is approved for mail merge and e mailing Finally click on Add new to save the document Administration of Documents Filter Category all Groups all Client al
57. the lower section Results the tabulated results are displayed and a file export option is provided Page 154 of 199 User Manual for CarloCRM 5 2 Reporting 12 7 5 1 Settings Success evaluation Phone Guide place all the invoices the master data contact attempts simple evaluation detailed evaluation Success1 Erfolg Frage 1 Antwort 3 v Success2 noFilter MEM Success3 no Filter Success4 no Filter v Success5 no Filter v Save Filters success e telephony guide Date 01 09 2012 E to 30 09 2012 YE Today act Week act Month last month Sat Swer tung A 009 10 Komplettradverkauf an NW Kunden bfrage Teilnahme Insignia Premiere nruf nach Fzg Auslieferung E Mailadressen y Evaluation per guidelines Fig 12 63 Scripts Results report Settings Place Distinguish between storage locations If inquiring about workshop satisfaction it is advisable to select the billing storage location to understand how satisfied the cus tomer was with this particular workshop Group Select individual users several users or a whole group of users Telephony guide Select the scripts under evaluation If you select multi ple scripts you can additionally determine whether to use a shared or a separate evaluation for each script Report per script 12 7 5 2 Reporting a Contact attempts Result Download PDF XLS Download Total telephone calls Fig
58. to the employees calendar have been granted you may directly create an appointment for the corresponding employee by clicking on the blue rectangle of any day 9 7 Tasks Tasks are always user specific Under the menu item User Tasks or by clicking di rectly in the PIM you may enter a new task in the top row of the screen The cus tomer reference appears as a field tip while the search results appear below click to Page 98 of 199 User Manual for CarloCRM 5 2 PIM functions select a customer check instead of exclamation mark Recurrence and Progress are further entry options Tasks Filter Category all Priority all ok Subject 4 Y Category 4 Y Start 4 Y Customer 4 Y Priority 4 Y Deadline 4 Y new v 21082012 E add new El Action normal y buy some flowers not choosen y 28 06 2012 rz normal v xo delete marked entries au Fig 9 10 Task entry Click on the check or the exclamation mark to change the task status to completed or pending respectively If a task has a customer reference a customer correspon dence entry is also created Open tasks appear in the PIM 9 8 Notices You have the option to create specific notices at a certain date Please note that these notes are bound to a fixed date and can only be reviewed on that date upon first view 9 9 Offers and sale contracts Offers created by employees in CRM appear in the PIM until closed The background colour i
59. web technologies that is called like a regular web address If the server is on the local network the application will be called through a browser by entering the local path e g http crmserver crm On the other hand if the application is run on a Web server you should enter the address as a regular web address e g http www crmserver de crm Note that these addresses can also be stored in the Favourites bar of the Web browser to sim plify further calling Alternatively the software may be started through a shortcut placed on the desktop if the full web address is passed as a start parameter to the browser After successful calling the login screen appears C a r HOR M 2002 2012 Prof4Net GmbH Username Password Login Fig 2 1 Login screen 2 2 Login Users log in using a user name and password combination If successful the home screen of CarloCRM appears 2 3 Logout Active users can logout of the application through the menu item User Logout or the red logout button Users should logout to prevent unauthorized access when away from their workstations for extended periods 2 4 Home screen The main menu is shown across the top Click on each menu option to view the cor responding submenu items Menu items are user specific Individual items can be enabled or disabled by the administrator on a per user basis Page 20 of 199 User Manual for CarloCRM 5 2 Accessing the software oJ Users v
60. which can be filled with relevant information The vehicle reference appears to the right of the screen page where it can be modi fied Right below you will find any files uploaded alongside the complaint These can be extended with further documents Existing documents will be overwritten if the user select an existing link and adds a new document in its place If the user changes the person responsible for a complaint this may be informed via e mail check in E mail on new MA provided the corresponding address is stored in CRM If customers are provided with an e mail address they can be automatically in formed of any changes to their complaints Page 70 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Alternatives of contacts E Mail to an user Address Waldstr 200 14480 Potsdam Deutschland I lu Phone 1 0331 2168 r Mobile 1 123 E several with CTRL Key Mobile 2 456 E Mail to free address E mail 1 testfrau autohaus de email state changes to customer enter change Fig 6 20 Complaint creation E mail notification The field E mail to user is used to inform other users with an e mail address in CRM of the complaint status Please note that you may select several users with Ctrl Click To save your entries press enter change as you complete your task 6 11 3 Complaints overview The following information is available in th
61. you may enter a function for them Testfrau Siegrid No 6871 records 19665 Project management Sum debit 4 Y Sum credit 4 Y Fig 6 16 Project The Personal Information Manager PIM shows all projects where the current user participates If correspondences were entered for a project these correspondence entries appear filtered by clicking on the Correspondence link in the Info column 6 10 1 Milestones After a project is created click on the milestones link under the nfo column Be sides date ranges name and description you can also enter progress status in per centage and target actual costs If the fields target actual costs are filled the project calculates the total of all milestones in the fields amount actual amount Moreover the project immediately displays all milestones by moving the mouse over the link Milestones the number of milestones entered appears in parentheses Page 67 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer 6 11 Complaint management CM 6 11 1 Complaint entry Access the complaint entry window by clicking on Complaints in the Quick corre spondence area of the Master data tab The window is similar to the correspondence entry creation Complaint Miller Peter admin hl rger time 10 05 2012 P 11 34 Y C appointment in calendar cn Subject not choosen E Description mic 1 not choosen not choo
62. you may select the sender s e mail address which is that of the current user by default the second field will be displayed as description for the ad dress in the e mail program e g hans musterexyz gmbh de Hans Muster XYZ GmbH below you may select the attachments you wish to send with your e mail as first attachment you may add a form letter which will be Page 63 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer automatically filled with customer fields and as second and third attach ments local static files Mail merge the selection shows all documents available for mail merge in the CRM system before document selection you must select the document group with the left selection field the completed customer related document can be opened afterwards in the table of the existing correspondence entry Appointment Definition of an appointment with date and time Task link to the manager s personal task list Notice marks the notices in the description field SMS submission depending on installation an SMS can be submitted and its text will appear in the subject line To that end the user requires an SMS provider Category category selection or creation as required selection field to New and entry of a new category in the contiguous field Completed if checked the process is considered closed further processes cannot reference this entry Negative if checked the entry in the tabl
63. 0 184 00 a Salutation Title Mr v Company 2 First Name Name street ZIP City Phone Fax E Mobile E mail Date of birth City r3 Job to previous correspondence not finished X Create new customer M Privacy explanation Testfrau Siegrid car Datenaenderung not just for display in the document brand code OPEL Licence number PS NW 574 equipment Type Model Meriva Editio VIN WOLOXCE7594 Sitzheizung vorn Reserverad 3 Type displacement 0 d ype P Sitzh heneinstellu color Starsilber power 0 KW ng Fahrer Front E und Seitenairbag KM 0 initial registration 02 10 2009 TZ fiir Fahrer und Beifahrer pre owner 0 Main inspection due on Komfortsitze upholstery Stoff Punch tyres Zentralverriegelun ER Fig 14 9 Vehicle search Creating an offer Page 174 of 199 User Manual for CarloCRM 5 2 Vehicle trade Similarly to test drives you can transfer the data of the last processed customer search for a record or create a new prospect To ensure the process chain com pleteness you can enter a reference to a previous offer below In doing so the dealer affiliation discounts other agreements and the information text will be transferred from the quote In principle the first section will show the vehicle data that you can modify If the offers sale contract data displayed is changed the vehicle data in Carlo must be separately modified
64. 1 3 3 Used vehicles Sale contract The template for used vehicle sale contract is used whenever Used Vehicle is se lected in the pull down menu of the contract details There are other selectable fields that have an impact on the sales contract Additionally you may enter any accident claims i Contract Details h E NC UC demo used car v Financing not choosen v place Opel 00HB v Day of delivery m Taxi rental driving school cars E Vehicle is roadworthy v Buyer entrepreneurs Lal EU business with revenue ID Testing Number and type of accident damage y Vehicle or Anhaengerbrief and approval EUR Fig 14 18 Vehicle search Offer creation Used vehicles 14 1 4 Creating vehicle information By clicking on the relevant vehicle a previously created Word template opens with all relevant vehicle information This page printout is neither associated with a cus tomer nor documented Page 178 of 199 User Manual for CarloCRM 5 2 Vehicle trade 14 1 5 Reserving a vehicle By clicking on the link Reservation the vehicle will be reserved for 48 hours No other employee excluded administrators who can delete the reservation can cre ate an offer sales agreement for the vehicle during such period A reserved vehicle is displayed in the search results list in red In addition each user sees by whom was the vehicle registered and how long it is still reserved A
65. 11 02 2010 Georg Schmidt o 08 04 2010 Master Lease konnte nicht am Sommerfest teilnehmen und bekommt noch ein Glas Sekt nachgereicht 26 04 2010 Georg Schmidt List of open appointments for myself created on Description Start from user Acknowledgment yes no Description Date FZG an den Kunden bergeben Bitt auch noch einmal explizit auf die Bedinung des Navi eingehen un oe 7 04 02 2010 List of invitations of other users created on Description Start from user O 20 04 2011 22 04 2011 Max Fimpel Fig 9 7 List of open appointments Click on the small appointment confirmation symbol to go the corresponding ap pointment Next to the creation date name and start date you will find the con firmation date An exclamation mark indicates an unconfirmed appointment If there are objections to the appointment created for others these can enter these com ments into a text box which will appear in Comments The user s confirmation date is found at the end of the row 9 6 4 Calendar layout Regardless of how the calendar is called it will present the following layout O September g Miller Peter September 2012 KW Mon Tue Wed Thu Fri Sat Sun B 12 00 Full time Probefahrt U Ganztag 2 23 O mid 24 25 26 27 28 29 30 j Appointment Import ICS file test drive Test drive Calendar eL Mie PES Fig 9 8 Calendar layout The Minicalendar app
66. 12 66 Scripts Results reports Detailed report Please note that only calls with the selected state will be displayed Result Download PDF F XLS Download Date Time Customer Fig 12 67 Scripts Results reports Detailed report Results list Page 156 of 199 User Manual for CarloCRM 5 2 Reporting In the corresponding result list the customer name is displayed in addition to the date and exact time of the call Click on the blue name to access the customer over view 12 7 5 3 Results filter Use the results filter to display the number of answers given to certain questions in the report This filter is created previously in the filter wizard For a filter to be identified as results filter two conditions must be met e Include as filter conditions o the script name o the question o the answer to be counted e n the Filter Category you must select Results If such category is not avail able it must be created at that time It is advisable to select the filter name so that you enter the call script the question and the answer to have a better view of the results filter assignment Xx Phone Guide Guide designation same to y 001 AAA _Erfolesauswertung Y and v x No value function y Phone Guide Question same to v 1 Soll Kunde im Rahmen 1 Soll Kunde im Rahmen dieser Aktion v and v No value function Phone Guide Answer same to v ja The first 100 ex
67. 17 of 199 User Manual for CarloCRM 5 2 Introduction 1 Introduction 1 1 Functionality Thank you for purchasing our CRM software CarloCRM This solution offers the possibility to simplify and improve your customer related processes Customer communication quality is essential at all times but even more so in times of stagnating markets increasing prices and performance gains transpar ency Herein lies the potential to gain a sustainable advantage over competitors CarloCRM focuses accordingly on customer oriented relationships on all communica tion channels fax mail mail phone web etc Indeed customers expect inquir les Orders services but also complaints to be handled at any time and almost any where Moreover they demand to be informed on the progress and status of their requests and expect a high service level Therefore multiple employee office or ganizations receive special attention while industry specific solutions meet the most common requirements n addition CarloCRM facilitates customer and business analysis in terms of customer focus and service 1 2 Technical Basis CarloCRM integrates into your existing corporate net RechnerAimpeburag work The software is based on the client server prin ciple i e all relevant data is stored centrally on a server while users access software functionality through their clients CarloCRM was created with the latest technology in application development Thank
68. 3 place Fig 14 14 Vehicle search Offer creation Other aspects If upon payment the participating vehicle is not in possession of the selected cus tomers and therefore cannot be selected from the dropdown box it can be searched through the fields VIN or license plate and then transferred After integrat Page 176 of 199 User Manual for CarloCRM 5 2 Vehicle trade ing EurotaxSchwacke GmbH the vehicle and customer data can be transmitted to the evaluation program and the results used in CRM If you check the box Contract conditions these can be opened and printed by click ing on Create C Die Allgemeinen Geschaftsbedingungen wurden bergeben GW File Die Allgemeinen Gesch ftsbedingungen wurden bergeben NW File Der Kunde handelt in Aus bung einer gewerblichen oder selbstst ndigen beruflichen T tigkeit inclu GMAC Versicherung Inclu Anschlussgarantie 12 24 Monate andere XXX info texts other agreements Zulassungskosten werden separat in Rechnung gestellt 5 Inspektionen gratis File Teilebestellung File Fig 14 15 Vehicle search Offer creation Information text The Information text can be individually maintained by the administrator of any Company in the vehicle default search window Administration Info texts Other agreements Administration Finance Calculator Fig 14 16 Vehicle search Management of informati
69. 33 Marketing analysis Settings ooooocoommoomoomommsscsorssrssrsss gt s o 134 Marketino FeDOFELIIIS casse Ere d ERE EE iia 135 Marketing calendar een ei 136 Creatine Tunnels sen nie 137 AA een 137 Complaint Report Criterla ooooooocoommoomoomosscrsmssssrorsss s 138 Complaint Report Table ooooooocoocooccorcorccrcconcorccoccooconos 139 Complaints Report Results list elec 139 COMPlLamets EISE apical nee 140 LOSIS SALUS SS radios aries 141 BA nee nennen ae 141 ACUVICIGS TODO Mi ii id 142 Modular graph Set ngsus ann BE WO FRU DERE UAE 143 Chartins toolkit Results ze ae ULP pU 145 Chart toolkit Management s vehe e ur AA ci TS 145 Self potential report SettingS ccecccecceccecceccesceeccescesceecs 146 Self potential report ChartS ooooocoocooccoomossrrsmssssscrsrsss sss 147 Self potential report Breakdown eese nnn 147 DILL STARS S osos 148 CC Basic report Settings a veo a HR ERBE RR 149 CE Base TODO Mara HIN NE 149 CC Basic report Results list cece ec ce cece ceecceccesceeccescesceess 149 Scripts FOULOW UDS Settings esse 150 Scripts Follow up Results list ecce nnn 150 SENIDE Statistics Seto 151 Page 14 of 199 Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig F
70. 5 D 4 EMMA IN li 87 9 5 FOltoWsup calmbal9lS4u esas spere ces ute es 88 D onal DEIE LINSE a ies 90 PIN TUNG LIONS era 91 2 1 FOULOWEUD ai blica 91 Page 4 of 199 User Manual for CarloCRM 5 2 Table of Contents 2 2 Anniversary S sans 92 2 9 PID OAL A o O Acero nan OR DIOS RUD OR MEE 92 e A unse Abtei Abtei 93 E user 93 9 0 E pla AAA O E 94 9 6 1 Entering a new appolntment ooooooocooccoccocorcorcoccorcoccoccoccoss 94 9 6 2 Releas ng a calendar asus an 96 2 6 3 Oben ADDOINEMENLS siii 97 9 04 Calendar la youl san aan 97 9 6 5 Calendar of all employees ooooooooocorcooccorcorccrcconcorccoocosconss 98 VAR c ao 98 70 NOS i ios 99 9 9 Offers and Sale Contract aot 99 9 10 Complaint management oooooocooccocconccoccnoconccocconcnoccoocosconss 99 9 11 A E 100 9 12 Sales EE e E E E ae 100 TO FOFIDS and WOLKTIOWS aaa 101 10 1 Creatina oo yA 101 10 1 1 Creating TOM MES caian 101 10 1 2 FO Matta TOFITIS sario na 103 10 1 3 Filling forms with data ccc cece cece cece ceeececceeeeecceecees 105 10 1 4 Combining forms and documents eere 106 10 1 5 Importing the template into CRM eee 107 10 1 6 Creating macros for document generation 107 10 1 7 Extending forms to incorporate additional condition fields 107 10 1 8 Linking macros and FOFMS ceceeccecccecceccecceeceecceecees 108 10 2 DETINING WOPFKIIOWS 124v tries e n ERAT E RA AE E
71. 5 1 Duplicate check At times several instances of the same record may exist in the previous system You can perform and initial duplicate check to find and merge these duplicates for CRM data cleansing Once identified duplicate records can be manipulated in the dupli cate records display Go to Administration duplicate check to immediately start the verification This process may take some time depending on the number of records Therefore it is recommended to perform the process during reduced business activity periods Dur ing the process first name last name company name and address are compared 16 5 2 Duplicate display Duplicate check results are displayed in the duplicate display as the process ends On each side potential duplicates appear with their data In the upper portion customer data are compared and differences highlighted in red In order to decide whether they are similar or identical records master data must be compared first For identical customers use master data to determine which one is the right record on the basis of invoices vehicles and statistics Sometimes a sim ple typo a move or a name change may cause record duplication Page 191 of 199 User Manual for CarloCRM 5 2 Administration Navigation through the doublets zur ck lt lt 624 636 gt gt vor 624 28953 Fehl Volker Karl Heinz 28954 Fehl Volker Karl Heinz O assigned to Hide List assigned
72. 5 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 10 2 3 4 from 05 03 08 24 11 63 02 11 03 26 09 62 to 04 09 2010 Senes NA 11 09 08 open Calendar pp 06 03 08 24 11 63 12 EEE sienna show 24 08 10 25 08 10 Standard hinterlegt 05 11 09 01 09 10 Fig 12 37 Marketing calendar 12 3 3 Sales funnel A sales funnel is used to gradually reduce a customer set to a manageable number like a funnel or sieve 12 3 3 1 Creating a funnel Go to the menu item Management Funnel filter to create a sales funnel The name must be entered The date indicates the entry date You can define up to six steps Page 136 of 199 User Manual for CarloCRM 5 2 Reporting over the previously completed filter to gradually reduce the amount of customer data After clicking on Add new the funnel is created Information texts can be stored for existing funnels which will be displayed on fun nels and individual steps afterwards Click on the red X to delete a funnel Name 4 Y Date 4 Y Filter Action level 1 to 6 1 not choosen v 2 not choosen v 3 not choosen v add new 4 not choosen v 5 not choosen Y 6 not choosen level 1 to 6 A Level clients 17 08 2012 11 23 k Test PK mind 2 KDET v 2 Test_PK_nur_1_KDET v 3 not choosen x info texts 4 not choosen v 5 not choosen v 6 not choosen v Fig 12 38 Creating funnels 12 3 3 2 Displaying funnels Existing funnels ar
73. A een 24 PEFSONALSEELINES T EE E 25 Maintenance of customer SFOUPS c cee ceeccecceeceeccecceeceeccecceees 26 Additonal Mel tasas 26 DOCUMENT Maintenance ers ias 27 ISI MU I LN eona een eis essen 27 DOCUMENT OU EO DTI 29 Circular letter TM al 29 Ma ually circular letter ia aa 30 Created circular tele re al 30 CAND AIS AS caia 31 Campaign target Values nissan 31 Categories ee T T T TT 32 Correspondence entry xeessssevee eod dud eoo in 33 A O RA ROT TUERI 33 Categories 2 epi a ts 34 FUN Nel eNOS tr a 35 E Mail retrieval Setting S au un a vu brsspes osos s rues 36 Vehicle Manage menta 37 General setEBITBS 922a keine 38 Additional calendar eos sk coo Rau 39 E Mail TOOlkit e Settings ee 40 E mail Toolkit Settings Description eese 40 E mail Toolkit Settings E mail Program eere 41 E mail toolkit E mail submission eeeeeeeeee eere 42 E mail Toolkit E mail submission Window esses 42 E mail Toolkit E mail submission Description ueeees 43 E mail kit E mail submission Open template 43 E mail Templates Pre existing template eere 45 E mail Templates Edit existing template source code 45 Page 10 of 199 Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig
74. CRM 5 2 Configuration 3 Configuration 3 1 Personal settings Users can access their personal settings under the menu item User Personal Set tings Key and active rights are displayed user groups clients first All changes must be confirmed with the button enter change Settings Peter Miller Login admin Permission Administrator i Searchfield Filterchoice Groupchoice Maindata Navigation Change content in list Client 00HB 01F1 Opel Group i Geschaftsleitung Vertrieb PIM Administrator DAT User admin i old password Password i S i new password Repetition Style blue colourschema v i 1 2 3 i mitarbeiter prof4 net E Mail Your sincerely i Peter Miller Phone 0331 1234567 Fax 0331 1234577 more personalized data O e Abfahrt Stern Center Start page i PIM v Language i english v Fig 3 1 Personal Settings The password can be changed by entering the old one and then the new password twice Style determines the overall colour scheme of the software Up to three E mail sender addresses and the corresponding signatures can be man aged A sender is selected when sending e mails correspondence e mailing If further personalised data has been set up these can be used in mail merge and contract documents Home Page determines the program function displayed immediately after login Language can be switched between German Dutc
75. Category v Inc Outg finished not finished Organizer oK No Date 4 Y Type 4 Y Cat 4 Y Done 4 Y a E A y A Subject 4 7 Description 4 Y Vehicle 4 Y Organizer 4 Y 18 08 2012 10 00 m 2 Probefahrt OPEL Astra GTC Selection 110 Miller Peter 3 18 08 2012 14 00 Q OB Probefahrt E gt E T 2 Probefahrt OPEL x 7 03 08 2012 11 55 KUS JO 55 Astra GTC 1 9 E ERI sey 7 d Miller Peter Reminder 04 08 2012 11 55 gt Angebot T Angebot lO EJ 7 Angebot 0 00 2 Angebot CDTI DPF Cosmo cba x 5 z Gebrauchtf 64 EZ 17 01 2006 EH Fig 6 12 Correspondence list Done State of a communications process e Check closed process e Exclamation mark open transaction complete the transaction by clicking on the exclamation mark e Assigning subsequent correspondence is only possible for open processes e Changing the status to completed not completed by clicking on the check and exclamation sign icons is only possible for properly authorized users Incoming outgoing Display of incoming outgoing communication processes e Right arrow outgoing correspondence is automatically set for phone calls personal conversations external appointments fax submissions e mail sub missions and mail merge processes e Left arrow incoming correspondence is automatically set for incoming calls received letters received faxes appointments and contracts Documents Op
76. Client Opel 12 09 DIN 11 12 Mohr Judith 2erienbrierto 09 Bl serienbrief_687100 209 09 21 Tie god 06 2012 1 14 05 Miler Peter einfache Austieferung of 1 Briefnummer 2 Radiocodek Testi Siegrid 29 0 06 6 2012 1 14 4 06 Miller Peter ie Justietonmg or 1 Biloih mdier 123 2 Radioco Testfrau Med 3s 06 20121 14 407 Miler Peter einfache y Audieforung T un 123 2 Baur Testfrau MM offer Buying contract m 09 2012 09 06 Miller Peter delivery of 1 L Bit teummor 13 2 Radiocod Testfrau Siegrid 0 o 2012 os n Miller Peter vay of 1 eier 134 2 Radios E Testfrau award 40 09 2012 09 2 Miller Peter delivery fal 2 t gore 134 2 Radioco Tasten Siegrid 41 09 2012 08 49 Miller Peter delivery 7 1 Briefnummer 2 Radiocodek Testfrau Siegrid Brand code OPEL MEN Additional Fields 1 2 3 DE5300 Type Model Corsa INNOVATION 5 t rig 1 4 Model number 0AC68 GSA22009A Type Key Number I Fig 6 10 Vehicle detailed view Any pictures in jpg format associated with the vehicle card will later appear in the results list of the vehicle search In addition these pictures may be printed with the offer sale contract documents if so desired 6 6 Orders This tab displays all orders and invoices for the selected customer Use a filter by date vehicle selection to select your data of interest and the table header arrows to sort the columns in ascending descending
77. Complaint management a aa 69 Processing a complacida 70 Complaint creation E mail notification ooooooooommommommmoms 71 Callcenter tao alle 71 PV CME Status ee crab sa UND CE call 72 ESSE TC TT 72 FINE WIZAIG der EDT 73 CONMGILIONS a EM IE 74 Edu fe C 76 Index TIelds siria 76 SAVINGS MUS aaa 77 Page 11 of 199 Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig 7 6 Lis 7 8 7 9 7 10 8 1 8 2 8 3 8 4 8 5 8 6 8 7 8 8 91 9 2 9 3 9 4 9 5 9 6 9 7 9 8 9 9 9 10 9 11 9 12 10 1 10 2 10 3 10 4 10 5 10 6 10 7 10 8 10 9 10 10 10 11 User Manual for CarloCRM 5 2 List of figures EXCLUSION TIE OEE E ORE MM 79 AUDA ANY MUSEE eie iae 79 HED FIVER AP A AS era 80 Eilter seleciona AR 80 Al A beu EL ore 80 Header of iter Te5lllLs cu sus 82 KISE VIEW A MEDII LUC LUI DL UU LI E 83 EXCLUSION US een 84 Export with target format selection c cec 85 Circular tetter e Er 86 Mass mailing with personalized text esee 87 Campaign follow up distribution eese nn 89 Delete taaan UE ae 90 PIM view with calendar entries eeeeeeeee nenn nenn nenne 92 Creation of bulletin boards entries
78. DO Carroll o VER a 141 Sid ET PTT 143 12 6 1 Modular SAD cada 143 12 6 1 1 Creatina Tte anal 143 12 6 1 2 CHANING eiserne 143 12 6 1 3 Chart Management scene 145 12 6 2 Selt potential report u 146 12 6 3 DISTREE Statis CICS aaa 147 Sau iio 149 Page 6 of 199 User Manual for CarloCRM 5 2 Table of Contents 12 7 1 SEFIDES BaSIC EDO Lori iii 149 12 7 2 SEDES FOLLOW UD ai 149 12 7 3 SELIBES STAEISEIES sa lc eed 150 12 7 4 SEDES WOTKINS DOLES sr une a 154 12 7 5 Scripts Results TODO Cain a 154 12 7 6 Call Scripts alista 159 12 8 LeadiT REDONE 52e tutes t ae a 160 13 Call center module Call SCriptS oooooooooooomoommoscrorossrrcrorcorccnccosso o 161 13 1 Managing Call SEDES ves eere ov E E A ISP UN CRY PONE 161 13 1 1 DIES CONS A DIN CR D UA SA D WO en 161 13 1 2 EONGIHON SE ee EE DE 162 13 1 3 Templates s EPI RUDI eU nU e 162 13 1 4 PEVE Were sino een 163 13 1 5 A erheben 163 13 1 6 xp LU esse ee 163 13 1 7 No ans Wer OUP mc da 164 13 2 Launching scripts Call Center menu eee 165 13 2 1 Calling custorel Sacros en 165 13 2 2 Calling customer groups oooooocooccocconcorcconcorccoccooconos 165 13 2 3 EXDOFUING datan Bin 167 AVENE Mala T 169 14 1 Vehicle SEM ces A can ern en ee 169 14 1 1 Display of vehicle search resultS ooooooooommommommmors r o 170 14 1 2 Creating a testarWVe n vU EFE E A CERU E UrE EK ira 172 14 1 3 Creating an offer sale contract eese eee
79. ER URP ERU S E CRUCE UNS 109 Es Fen c CE PUE 110 11 1 DETINING Macros sso eier SUI anes 110 11 2 ASSISMING macros tO TIOS oae ds dr 115 11 3 Laurens MACOS ane s ai E T IN EIU Red ADD 116 REDONS ME IT T T TT IT 117 12 1 Sales EDO IN 117 12 1 1 Campalen LFeportiigas erste ea 117 Page 5 of 199 12 2 12 3 12 4 12 7 User Manual for CarloCRM 5 2 Table of Contents 12 1 2 Sales process evaluation sesseseesessesessecessecesseseese 120 12 1 3 ASE SALES DIOCOSS unidad ER EREE E ENEE 123 12 1 4 Sales T Cels rE ar AEE EAE RAN da 124 BUSINESS FEDOMLING ana ae 130 12 2 1 ABE analysis anne HUC HE qae base 130 12 2 2 Early Warning STE Mi ARA AA 130 12 2 3 Repeat gi Pc 131 12 2 4 Menicle statlstI6S el oe nai oia 132 12 2 5 Sales Postal code analysis eeeeeeeee 133 Marketing dl 134 12 3 1 Marketing arialysis ios 134 12 3 1 1 Settlligs cotes uni 134 12 3 1 2 abet CT 135 12 3 1 3 Marketing analysis of the sample HU letter 135 12 3 2 Mar Ketine9 Calendar mistica 136 12 3 3 Sales TUMMEL iss ves d Pm reet ee nee 136 12 3 3 1 Creatine atu Melissa iia 136 12 3 3 2 Displaying Tunnels een een 137 COMPE end 138 12 4 1 Complaints TEDO erinnern 138 12 4 1 1 REDORL ENE d uie aaa 138 12 4 1 2 A are see 139 12 4 1 3 RES IMS ea a Tm 139 12 4 2 Compra mts DISE 2o o sis 140 USC uode soU Rod UMORE DIGG ae 141 12 5 1 LOIS tati E RE T 141 12 5 2 USOS atole 141 12 5 3 ACUIVIUIES TO
80. Fehl Volker Karl Heinz Fehl Volker Karl Heinz gt Reassignment of groups 1 2 Resssigament of groups 1 Fehl Volker Kari HeinzKarl Heinz 1D 28953 147981 1028530 28954 147982 1028531 Salutation Herr Herr lt gt gt Herr Herr Title lt gt Company J First Name Volker Kart Heinz Volker Kart Heinz ll Volker Kart Heinz Volker Kart Heinz Volker Kad Heiazkarl Hein Name Street ZIP Fig 16 8 Duplicate display Master data It is possible to align the data manually identifying the correct record and correcting the erroneous one Use the arrows to copy data between fields In the bottom section vehicles and sales are displayed Per section you must determine to which record the data belongs Select Move to other customer to perform a one time transfer of correspondence vehicle and in voices in CRM to the other record Notice kele i 0 0 Vehicle leave X B gt leave y 0 an 0 Orders overall em za lle ues x Orders New Orders Year Statistikblatt Statistikblatt 2012 2011 2010 2009 2008 bs action O correct customer correct customer together lead delete incorrect v ok different customers uae manual debitor search space separated for more manual debitor search space separated for more Fig 16 9 Duplicate display Vehicles Invoices At the bottom of the page you can decide whether the records are diffe
81. Fig 6 10 6 11 6 12 6 13 6 14 6 15 6 16 6 17 6 18 6 19 6 20 6 21 6 22 6 23 Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig 3 32 3 33 3 34 3 35 4 1 4 2 4 3 9 1 6 1 6 2 6 3 6 4 6 5 6 6 6 7 6 8 6 9 Tel 72 1 3 7 4 7 5 User Manual for CarloCRM 5 2 List of figures E mail Templates Insert existing template image 45 Newsletter SUBMISSION rara AR 46 Ema ta USA 46 Product management errereen AT i EE 47 o Eee 48 Results OF search Hed 49 STAR PO RGA A sarees NU DERE NUR RUD eaten oar me coe UE 50 Example of entry form for new customers eee 51 Master data overvieW a u 52 Overview Last three transactions sessesessesecseseesessecessesesee 93 Quick entry of personal interview ccceeseeeeeee eee 53 Malhidatd TOEETI zeseecXe cv eet s pui varo Kt MUR veto Freund vive vA UR eet touts 55 Enbry OF SOIL FACLON Siria lis 56 Data Protection Constant ds 56 Additional data TD na a ee a ee pats 97 E EOI re 58 WENICLES CDs T o ELT 58 Vehicle detailed VIeW osse ya ERR RUE SA PR eu 99 OLE Dre ee E 59 Correspondence Start lotto 61 Changing a correspondence ENUIy cceeccecccecceccecceecceccesececceeces 62 Statistics I 66 Offers and sale CONU ACIS oe viis eer US RES CPUS SANE TRUE MER UNES 66 PEOJE E 67 Creatina COMPLE da 68 Tab
82. ING ek 189 16 4 SS ee ee 190 16 4 1 Menu administration vios oko rts eenn E EE 190 16 4 2 Merit FIBDES anne 190 16 5 D plieates pcc 191 16 5 1 Dupucate CliB CK sais 191 16 5 2 Duplicate displasia 191 16 5 3 PUIG Reve KO Coria ada 193 16 6 Data MOO asia il 193 16 6 1 Database CSV Ml is 194 16 6 1 1 Mass import of correspondence recordS ooocooccoommommoo 194 A PreBaration users 194 A A o 098 35 50 2 09 69 509 1 555 neat qup 195 16 6 1 2 Mass import of customer data ooooocooccoocoocmrcmmommo 197 Page 8 of 199 16 6 1 2 1 16 6 1 2 2 16 6 2 16 6 3 User Manual for CarloCRM 5 2 Table of Contents File prepara sus 197 File IMPOR cast Erna 198 QULLOOK IMBOTL sr EREET ETELE ETA 198 VEO aues th dad tin 199 Page 9 of 199 User Manual for CarloCRM 5 2 List of figures List of figures Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig el nu 222531 2 4 e WE ude 3 4 nOD 320 rl 3 8 3 9 3 10 Hu fil 3 12 313 3 14 3219 32106 3 17 3 18 3 19 3 20 321 23522 292531 3 24 243129 3 26 ROTE 3 28 E 3 30 3 31 OSIM SCOE EI I IM 20 Main menu and Navigation Bar sssssseesoesseesoeescescceesoeescesceeseee 21 NAVISALION ias 21 SN A VER EPDMPNNEB VEMM PRIM VM MEME MM DUE 22 PERSONAL Se EUINGS eiii 23 AS
83. P C Grade customers F C Grade customers C Grade customers C Grade customers F C Grade customers C Grade customers misc P misc misc F misc P misc F misc P Fig 12 28 ABC analysis Click on any top customer to open a window with detailed customer information such as sales and visits per business unit The ABC customers calculation criteria can be changed under the menu item Admini stration ABC settings Therefore the calculation takes place at night 12 2 2 Early warning system The early warning system identifies all customers whose visits in the last quarter were below the historical average The average value and the statistic deviation min values as red row are also shown in the statistic chart of the tab Statistics of the customer In case customer visits fall again in the current quarter this will be shown with a red exclamation mark Early warning system 81 Clients below min value visits min percent under New last E v d Ys 2 2012 value min value Quarter contact we Notice AV AV ay ay v A 100232 Miller Peter 23 29 55 22 16 14 05 2009 Opel Opel 1003104 1003104 4 N 0 12 54 100 00 a A Come oe o tee a a Haus Michael 1 1 81 44 64 06 08 2009 4711 Opel Fig 12 29 Early warning system Page 130 of 199 User Manual for CarloCRM 5 2 Reporting The list can be internally processed as a to do list If you mark the customer as com plete the list
84. PEL CORSA v counting yes Y Status no assignment v 1 05 09 2012 10 51 OOHB Miller Peter Testfrau Siegrid Closed amp won 2 1 e 0 00 reject 3 delete Fig 12 14 Last sales process Amongst other criteria sales contracts are displayed by date range phase and user or all of them Next to creation date creator and customer name the column Type in the results list will show the status of the sales process with the correspond ing offer and sale contract documents The column Name contains information on potential financial issues Furthermore you can change the type model assignment and vehicle status as well as determine whether such vehicle status should be considered in sales process reporting Page 123 of 199 User Manual for CarloCRM 5 2 Reporting Fig 12 15 Last sales process Assignment If you change any selection field here the assignment process must be launched by clicking on the button Apply assignment To confirm a sale contract check the corresponding box in the column Action and click on OK Click on Reject if the sale contracts cannot be confirmed In doing so an e mail is sent to the corresponding salesperson provided his her e mail was previ ously entered in User management This mechanism is also used if the entry is de leted As a result this disappears from the last sales process list and the sale con tract appears with a deletion notice in the customer s
85. Remove all marks this site Delete marked datarecords Fig 8 8 Delete tab In case a group filter and no regular filter are selected the affiliation of the record to this group can be deleted without deleting the record itself Please note that customers in the old system may need to be removed as well Page 90 of 199 User Manual for CarloCRM 5 2 PIM functions 9 PIM functions PIM stands for Personal Information Manager and shows various key data and dates for the current user In principle users can directly organize their PIMs under User Personal settings 9 1 Follow up The upper list shows all open transactions from the customer correspondence communications list which the current users must still process This includes e all tasks that the current user has directly identified as follow up e all automatic actions generated by the system e g customer call back re minders upon NW inspection CSI call etc e all follow up campaigns launched by Management e via integration with LeadIT all leads and tasks assigned to the employee e tasks that must be completed on today s date Only five customers will be shown per item Click on More to view all unprocessed tasks to date The link under Name takes you the customer record The Correspondence type is indicated with the corresponding icon The transactions stored here match the cus tomer s correspondence entries Clicking on the exclamation mark
86. Schmidt Georg online Text add change Fig 9 3 Messenger 9 6 Calendar The calendar may be called from various CRM positions including the PIM the menu item User Calendar the Group calendar etc All users have their own calendars Moreover users may assign read or read write rights to other users User specific calendar can be created under Administration Additional calendar Each calendar entry with a reference to a customer or prospects is associated with a correspondence entry which is visible at the record level 9 6 1 Entering a new appointment Appointments can be entered in various ways e under the menu item User calendar view e n the link Appointment of the area Quick correspondence in the customer overview e through the PIM calendar by clicking on the small blue rectangle in the cor responding day Page 94 of 199 User Manual for CarloCRM 5 2 PIM functions 31 08 2012 FF 12 00 no Reminder Iv 31 08 2012 FE 12 130 number of open re submittals 239 new schedule Fig 9 4 Creating an appointment All details for the new appointment are entered in the entry form Start End Reminder All day event Subject Location Description Customer Vehicle Manager Date and time Option to set up a reminder for this appointment by default the time set up by the user in Personal settings will be dis played No t
87. Starsilber 2 x 90000 120000 2 x 2003 6 x Lichtsilber km g 2 x 2001 3 x Schneeweiss 5 2 x 2000 2 x Royalblau 1x 1999 1 x Eisbergblau a anne 1 2 Andanhlas Fig 14 2 Vehicle search New search form Vehicle can be searched by the following fields Brand code Selection list with e g Opel Chevrolet Saab Type Model Entry of e g Corsa Price Entry of a number from to Page 169 of 199 Mileage Power Storage location Equipment Status Type Doors Colour Chassis number License plate Engine type Transmission type Cylinder capacity Owner Buyer User Manual for CarloCRM 5 2 Vehicle trade Entry of a number from to Entry of a number from to The first selection field shows the storage location main tained in Carlo for the vehicle the vehicle s location Moreover the right selection list displays the branch codes from Carlo the billing branch for the vehicle Option to search by specific equipment provided these have been maintained in Carlo Selection list with vehicle status from Carlo Selection list with e g limousine Entry of a number e g 4 Selection list with primary colours plus a free text search field e g search for metro Entry of a VIN number or parts thereof with Entry of the vehicle assigned license plate Selection list with Gas Diesel LPG and CNG In addi tion you can find a selection menu with detailed infor mation f
88. Target Values link to the right to introduce the desired campaign targets including Count contacts total number of contacts of all employees for this campaign Page 31 of 199 User Manual for CarloCRM 5 2 Configuration Count contacts finished only completed contacts Count contacts per user all contacts per employee Count contacts fin per user only completed contacts per employee Count invoices total number of accounts for all employees during the campaign Count invoices per user number of accounts per employee Turnover total sales of all employees for the campaign Turnover per user sales per employee Maximum complaints total number of complaints Maximum complaints per user number of complaints per employee If these values are entered they appear in campaign reports showing under or over achievement in red or green respectively Campaigns OPDE_GMAC Categories Action Contact result 2 3 Fig 3 14 Categories Use the Categories field to create a standardized correspondence process This is further supported by adding Contact results In addition one can define a second larger category through the Types field This provides the user with a second selection field The sum of all correspondence created for this campaign customers will be entered in the Action column Page 32 of 199 User Manual for CarloCRM 5 2 Configuration pers conversation Er 100 e Organizer
89. User Guide for CarloCRM September 2012 User Guide CRM Software CarloCRM Prof4Net Ltd Version 5 2 Please consider carefully whether this user manual must be printed protect the environment User Manual for CarloCRM 5 2 Table of Contents Table of Contents Table Sr CON NS o 2 EISE Of TIS UL SI ve deu vitu iv ead 10 P OCU ON EET T TT OUT ETT 18 1 1 FUNCIONAN 29i ooo cda 18 1 2 TECNNICALDASS rollo aan cocoa 18 1 3 System Requirements ii A MS T REVUE TES 19 Zo ACCESSIN tne SOLCW Al nee ver npe dnd ins 20 2 1 Starting the DTO aos 20 Z2 LOOM a ia 20 LO os 20 2 4 HOME SCIEEN rail 20 2 4 T tart POT A ee 21 2 4 2 Personal Information Manager cscceccecccecceccceccecceeceeccecceees 22 3 CONNEUr AL ION Re Raser 23 321 Personalsettinsssun sr u 23 3 2 Master data Customer QrOUPS cc cee cece cece ee ceecceeceeceeeceeceeeceeceees 25 S22 Additional MELOS sa Bars 26 3 3 Document management cccecccccccccccecceccescescessecseceeceecesceecesces 27 Sl DOCUMENTS ro iria 27 3 3 2 DOCUMENECFOUDS ea 28 3 3 3 DOCUMENE PV ia 29 3 34 Circular Letter Fler anna 29 3 3 9 Created Cirellar letters 30 3 4 campal sui ii UON I n M REM 30 39 EVEN SE 33 3 0 Catedo Os inca a 34 3 7 SAO POSO za wa rs ehe ei Blei Ra 34 3 58 ABC SEIEN SS reise 34 3 9 Euntiel SEINO Sereni seireun E ditor V KUMPETK OR D NUM PPPN FORMES UU DPI M dae 34 3 10 EeadlTUSebEIII8S a essocec
90. a Name M ller Rolf 11123 1 114770 M ller Gudrun 16153 a 1 136361 00HB First Name j gt 2 M ller Oliver 17835 7 M ller Jung Isabell 18771 M ller Martina 22059 gt M ller Brigitte 22881 Company 137866 OOHB 1 138623 00HB 1 141398 OOHB 1 142191 OOHB gt M ller Hans 11095 1 114742 g gt M ller Renate 23273 M ller Fritz Gustav 24360 Name Company 1 142571 OOHB 1 143636 00HB Invoice number i j ist Fig 4 2 Results of search filters A maximum of ten records will be shown If further records are found these can be displayed in the list view link All search results in list Click on the record to open the individual view Overview tab Depending on installation additional search options may be available if you click on the link SF by the search box Thus you may search by first name last name and company but also by postal code location street and contact information The search results are displayed separately in the results window 4 2 The Start portal The Start portal can be stored as the default home page in your personal settings or you can click on the icons in the CRM menu bar In the Start portal you have several criteria to search for records in CRM The results are displayed in a list below the search field If you click on a customer name it takes you directly to the customer overview If you check t
91. acts and customers to which you intend to assign a test drive are displayed Thus the complete sales process can be represented The box for the automatic creation of data protection documents is checked by de fault If data are already maintained in the system the status is shown via an infor mation window Below you can see the monthly view of the calendar for the current and following months As long as this vehicle is delivered in one day the day appears in a distinct colour Click on a day to transfer the dates to the input fields below In addition you must enter the time costs free mileage and license plate The process is closed by clicking on Create test drive Finally the Word template for test drives with customer data opens for printing Testfrau Siegrid GK OM PM CM CC Events Forms No 6871 ds recor Overview Maindata Add data Groups Orders Correspondence List of correspondence Filter of date C s Filter Filter of product Type y Category v Inc Outg v finished not finished Organizer y ok No Date 4 Y Type 4 Y Cat A V Done 4 Y P ad ae Subject 4 Y Description 4 Y Vehicle 4 Y Organizer 4 Y e e PS NW 574 Meriva 10 09 2012 13 00 m test drive OPEL gt test drive OPEL Edition 1 6 TWINPORT Miller Peter 9 1 w LL LS S 10 09 2012 17 00 E test drive E T ly Ng first registration 2 02 10 2009 Fig 14 6 Vehicle search
92. ally filled without mapping for the creation of mail merge documents lt lt datum gt gt current date lt lt mitarbeiter gt gt first name and name of the logged in user lt lt Mitarbeiter_telefon gt gt telephone number of the logged in employee as provided in personal settings lt lt Mitarbeiter_email gt gt E mail address of the logged in employee as provided in personal settings lt lt Mitarbeiter_info gt gt employee information provided in field signature 2 In addition the following user management information is available lt lt mitarbeiter_fax gt gt lt lt mitarbeiter_mobilfon gt gt If a field can only be dynamically replaced in the document by a field from the filter selection the selection Select later from filter applies This is useful for fields that are outside the master data scope which will be applied automatically Please note that the corresponding data fields were entered in the list view of the filter results drag the data field in the filter wizard to the list Furthermore matched fields will be deleted when generating mail merge letters Delete field from document After clicking on Submit the mail merge document is ready for further processing and appears in the list of stored documents Documents can also be retrieved from the list To that end click on the file name on the second column Use the red cross in the last column to delete documents 3 3 2 Document groups Docu
93. alue function Address Place same to M potsdam The first 100 example values v J Test filter Temporary filter Fig 7 2 Conditions Use the red X to delete a condition Open bracket if several conditions exist the bracket can be manually set im portant for conditions connected with logical OR Value function groups data from the selected field table and performs a mathematical operation e Total only for numeric fields sums the field values e Average only for numeric data fields calculates the average value e Minimum displays the minimum value e Maximum displays the maximum value e Count counts the number of records If you select a value function the corresponding condition will be separately arranged under the regular conditions as these cannot be combined with value function conditions If a value function is selected the grouping value e g Sum will be auto matically inserted as a new column e g Sum of Field name in the results list Lower section Field name displays the selected field name in the form Table Field Operator C equal absolute equality d non equal displays values not meeting the criteria e similar enables a wildcard based search as a placeholder for any number of characters and for exactly one character case is ignored in character chains words e non similar negation of the above Page 74 of 199 User Manual for CarloCRM 5 2 Record fi
94. ame to v Fig 13 3 Call scripts Conditions In addition a macro can be executed under certain conditions Further information is available in chapter Macros 13 1 3 Templates The appearance of the script entry from can be changed at will Using an HTML tem plate questions and answer fields can be moved around to change the layout By default a table is always created with two lines where the question and answer fields are always entered Right of the template entry field the customer master Page 162 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts data fields can be added alongside the questions Any additional fields that were previously set under Master data Groups can be inserted as well guide pattern Werkstatt Zufriedenheitsabfrage Je back lt div gt Sollten Sie bei einem Kunden hinterlegen dass ein Anruf nicht sinnvoll ist so ist der Kunde a only viewing Additional Fields operations in seinen Stammdaten mit einem Eintrag Schwarze Liste 2 zu versehen damit er zuk nftig nicht First Name Werbesperre Anruf 1 mehr vorgeschlagen wird div lt div gt lt div gt Name Werbesperre Brief 4 lt div gt lt div gt gt Name ztables Salutation Carlo Debitorennummer 5 Name lt tbody gt Title Carlo Interessentennummer 6 Description lt tr gt Files lt th gt ifrage_1 lt th gt Company Werbung zuschicken 15 th ifrage 2
95. ample Page 196 of 199 User Manual for CarloCRM 5 2 Administration Conversion Conversion of incorrect umlauts in source files by de fault no conversion is performed Keyfields Extension to Search existing records Assignment of up to three CRM search fields which must simulta neously match the record data to find a customer e g matchcode and name 5 Subject Betreff X Fig 16 16 CSV Import Assignment Correspondence import Data field assignment Selection of the appropriate table data to the corre sponding CRM fields a unique customer allocation is key to ensure correct formatting check date and nu meric fields If new fields are created check the corresponding boxes as necessary The name of the additional field is chosen either by the table header or manually entered Click on the button Next at the end of the page launch the import process The import is done in 100 record batches During import no other program function can be called as otherwise the import is cancelled To check imported data choose the selected group on the top right the customers will then be displayed in the list view Provided customers have not been assigned to an existing group the new group data are shown only upon the next login Further more customers can be filtered using the Filter Wizard using different criteria in this case the unique subject of the correspondence entry 16 6 1 2 Mass import of
96. ample values Y J I Test filter Temporary filter Save filter Change Erfolg Frage 1 Antwort 3 7 1 no B v Ascending v 2 no v Ascending 3 no v From data record Sort oL EOS Zi Limit Ascending v 0 Exclude customers from following Not choosen 2 7 EB WE Category Erfolg v an 0 Test M Brief im April Not choosen ters 0 Test M Kunden Mai Y Group clients m filter Interessenten Pos Erfolg Frage 1 Antwort 3 Activities Bm li filters Fig 12 68 Call scripts Results report Results filter You can add several filters to any given report Click on Save Results Filter to store the call script filter combination and ensure it is automatically displayed in the re port upon the next call Please note that the conditions in the results filter only af fect the count of successful answers and the total number of calls Page 157 of 199 User Manual for CarloCRM 5 2 Reporting Result E Download PDF XLS Download Erfolg Frage 1 Antwort 3 Miller Peter 001 AAA Erfolgsauswertung 06 07 2012 14 52 Calls not reached finally Miller Peter 001_AAA _Erfolgsauswertung 06 07 2012 14 53 Calls not reached finally Miller Peter O01_AAA _Erfolgsauswertung 09 07 2012 09 26 i Calls Miller Peter 001 AAA Erfolgsauswertung 09 07 2012 09 26 Calls Miller Peter 001 AAA Erfolgsauswertung i 4x customers Fig 12 69 Call scripts Results report Results filter Results list
97. and sorted by a given field For ex ample if you select Address Location as your grouping field customers appear grouped by location i e customers for location 1 customers for location 2 and so on and so forth The field must be available in the list and further fields can be se lected by clicking on Show additional fields If grouping is enabled an additional header row for each grouped field content in this case location appears with the customer count for this location Furthermore each column will display an informa tion text as you pass over it Depending on the column type totals are calculated and the minimum and maximum values displayed Moreover field content occur rences are shown in a table inside the grouping The grouping can be selected with the first selection entry On the other hand you may skip grouping and simply calculate and display totals for the filtered data To do so select Only calculate totals 8 1 List The row under the tab header displays the page selected in the results data In prin ciple ten data records are displayed This value can be changed by adjusting the personal user settings On both sides of the page number you will find navigation arrows to move up and down in the results list Likewise you may jump directly to the list start and end records double arrow In case a sorting field is selected the list will be shown accordingly sorted After wards you may use the small ar
98. ange copy Month Master data Geburtstag same to 2 Fig 7 10 Filter administration Page 80 of 199 User Manual for CarloCRM 5 2 Record filtering By default the filter list is presented in descending order by date Sorting can be changed by clicking on the sorting arrows The filter overview lists the conditions for each filter Click on Filter name if you wish to access the list view for these filters Creation date User created by and Category follow to the right You may limit the information displayed using the Filter category field Click on Change if you wish to modify a filter The filter wizard will open showing the corresponding conditions You may change the filter name but also its logical com parison operators conditions and bracket arrangement Only if you click on Save new filter will your changes become effective Also the new filters will appear on the list view In case the filter is selected in the menu line it must be re selected for the new conditions to take effect and thereby refresh the selection You can copy filters in the filter list Copied filters are named as their source but with the word Copy at the end Click on the red cross to remove a filter from the system Please note that the customers found using this filter remain in the system Page 81 of 199 User Manual for CarloCRM 5 2 List view 8 List view Next to the data record view which shows information for a particular cus
99. anual for CarloCRM 5 2 Vehicle trade Alternatively you can create a sale contract for all customers with an offer in the customer overview 2089 06 09 14 09 offer 12 540 00 Vehicle search Configurator buying contract offer Free Brand Type x buying contract offer Fig 14 22 Vehicle trade in the Overview tab Offers and sale contracts created for a given customer can be found in the customer correspondence tab next to test drive appointments 14 4 Delivery calendar Go to the menu item Action Delivery calendar to organize all Company deliveries in one place Delivery Calendar 07 09 2012 P107 00 07 09 2012 111 00 Y September 2012 October 2012 Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Sat Sun 4 31135 4 1S BH i 36 3 4 5 y 9 13 14 Gol 1 13 14 15 16 20 21 IJE 38 17 18 20 21 22 23 27 28 39 24 25 27 28 29 30 October 2012 November 2012 December 2012 Mon Tue Wed Thu Fri Sat Sun Mon Tue Wed Thu Fri Mon Tue Wed Thu Fri Mon Tue Wed Thu Fri September 2012 2 40 1 2 44 1 2 1 3 4 5 GAME 9 41 8 9 8 9 30 TE 42 13 99 15 42 15 16 3 XB RE E23 22 43 22 23 24 25 26 24 28 129 44 29 30 Fig 14 23 Delivery calendar Date Date and time of the appointment with warnings if a date in this period is available Customer Produces a custo
100. arks this site Submit changes Select datarecords in the first row which shall not be used Sender i mitarbeiter prof4 net v Peter Miller Opel m m end Recipient i Email field Email field 1 od Subject Option choose an pattern instead of writing text Manual text input left side DIT Preview i Insert field to be personalised Letter styling Title Name v ok geb nl Preview Fig 8 6 Mass mailing with personalized text To create a personalized mass mail you may select the individual fields from the selection menu in square brackets These will be inserted in the mail afterwards Page 87 of 199 User Manual for CarloCRM 5 2 List view Check the HTML mail box to send HTML mails Otherwise only normal text e mails will be submitted If the Read confirmation box is checked a confirmation e mail will be sent to the e mail address specified as soon as the message is read by its recipient To that end recipients should also have this function enabled In the upper area you can select the e mail addresses of the contact where the e mail should be sent Moreover you can indicate an address combination e g to the 1st 2nd and 3rd address If templates have been defined under Administration E mail template you can select and use them here instead of entering the corr
101. assign add to exclusion list Filter S HU mit Ansprechpartner iltered record to exclusion list selectd record in first column that should be ienored add to exclusion list Fig 8 3 Exclusion list Exclusions may be of temporary nature To that end mark the checkbox for the cor responding customer and click on Accept selection Until the customer logs out the customer will remain selected in the list view and will be thus ignored by mail merge or similar processes Depending on installation and configuration all customers in the list view filter may be displayed with a link to Google Maps 8 2 Export Open the tab Export to export your filter results After selecting the target format the following options are available Send E mail the file will be sent directly to the saved address upon creation Run macro a previously entered action will be combined with the list re cord Correspondence entry a correspondence entry with the items stored here will be created for each customer in the file Page 84 of 199 User Manual for CarloCRM 5 2 List view Export save settings settings will be available for further exports and may be changed as necessary Filter gt S HU mit Ansprechpartner Circular letter E mailing Reminder Campaing export data records from the actual filter Format CSV File send E Mail Address Excel File xls AS Contact report rtf Contac
102. atively you may load into CRM the existing HTML template for further process ing using the Browse button 3 20 2 2 Creating a new template If you wish to create a new newsletter enter first a name under E mail templates and click on Add new Click on Editor to build your template Use the replacement fields to personalize the recipient To format texts users may utilize the corresponding fields or open and edit said texts by clicking on the button HTML source code Likewise images may be inserted by clicking on the Insert images button The newsletter is immediately available after clicking on enter change 3 20 2 3 Newsletter submission For the massive submission of CRM stored templates it is necessary to use a filter with the corresponding customer group You may find all existing templates in the results list of the tab E mailing Sender mitarbeiter prof4 net Peter Miller Opel Recipient i Email field Email field 1 Y Subject i Option choose an pattern instead of writing text Manual text input left side DIT Preview Insert field to be personalised Letter styling Title Name v ok geb nl Preview i e g lt lt briefanrede gt gt lt lt titel gt gt lt lt name gt gt no private customers are managed automatically BIM TESI Preview KOHL Newsletter Preview Description mit freundlichen Gr en Kroatien Preview or i Peter Miller peugeot bleker Preview Fig 3 33 Newsletter submissi
103. ay of call scripts to end users Besides restricting access to a certain user group you can also determine whether an appointment creation option should be displayed in a group calendar e g for sales persons This requires call center users to be authorized for the relevant calendar Depending on installation it can be specified whether this selection is automatically performed upon phone sys tem usage Additional links are displayed after adding a new script telephony guide Filter Category all y ok jtelephony guide all y ok User 4 Y Action Description campaign 4 Y Permission Valid from to 4 Y pe a Category 4 Y new answers after x days Standard Filter 4 Y Questions Peter Miller for all users 0 2 days 06 09 2012 FE E add new m Appointment auto dial cont pers not choosen X Durchsuchen 06 09 2012 no assignment v new m Import Werkstatt Zufriedenheitsabfra i iti S ufriedenheitsabfrage Sir a users 120 7 days 14 06 2007 r3 m Questions condition f 14 06 2007 Juli 2007 01 07 2007 31 0 v q gi iefi 7 guide pattern Preview 9 copy Export ID 2 Werkstatt Appointment auto dial cont pers 0 Test M Brief im Apri cee Mints Jwoflnsw ope ODD niv Fig 13 1 Script management If several scripts are grouped the records for these scripts are not processed sepa rately 13 1 1 Questions Scripts
104. can be further restricted to all cus tomers from the new customers filter In addition to these two features you may still enter a customer name in the free search box e g Brown to further restrict your search Now all contacts of the customer group selected through the new cus tomers filter that begin with Brown are selected You can search by first name name and company name from the master data and contacts as well as by vehicle license plate By default all names companies show ing one character after the search word will be found e g Bro finds Brown and Broderick By using an asterisk an additional character can be inserted before the search word e g urns finds Burns and Turns In addition the character can be freely used as a wildcard in any position e g B ns finds Burns and Berns If several search words are entered separated by spaces such words are combined into a single search word logical AND If the search word is a number the search is con ducted by record or prospect number which will also appear in the record view be neath the record name Search results are displayed in a smaller window within the main area which closes with the red X Page 48 of 199 User Manual for CarloCRM 5 2 Record search Action Management Adminstration 8 gt PIM Search m SF Birthday gt das Licence number chassis number Client Number SE ET IRRE Customer s found
105. car Fist Name Nam Siegrid Turnover statistic Testfrau Company Date of Birth 03 12 1938 Year 2012 2011 2010 2009 Address Waldstr 200 xu LC CE EE 00000000000 i Ee g ia RRRRBRRBRRRER OH Potsdam amp Customer Attribute C Turnover u v T bi T T Contacts and appointments Fon 1 0331 2168 Fon 2 i Oldest order 09 11 2006 new car 0 0 00 0 0 00 0 0 00 0 0 00 Last order i 05 10 2009 i Number of vehicles i 4 z e seere srece treer reese seese rres trese sre j car 0 0 00 0 0 00 0 0 00 0 0 00 Total total statistic BRE PONS revenue new i dr S 0 0 00 Garage 0 0 00 0 0 00 0 0 00 6 1 434 59 car i 5 884 93 Partbuy 0 0 00 0 0 00 0 0 00 2 19 43 Garage iC GEWL GEWL 2 445 07 Fig 6 14 Statistics sheet 6 9 Offer and sale contracts OM All offers and sale contracts made through CRM both via vehicle search and if neces sary through the Configurator are displayed in the tab OM To that end phase con tent of an offer or sale contract contact source estimated amount implementation and contract conclusion probability must be entered Testfrau Siegrid sc I m T T tme re No 6871 Records 6 List m anne ain Aaa eh ona leemos asin offers and contracts Nene a Y Notice 4 Y SMA eg Phase 4 Y Sum credit 4 Y i Contact 4 Y Entry 4 Y Action Type A Y vehicle 4 Y mci a User 4 Y Source 4 Y probability 4 Y nor
106. cked all customers meeting the complaint criteria will be listed Name Subject Product Date finished Type Category Category 2 me Hohe Reperaturkosten KL UK 670 VECTRA DEM da m Anfrage bitte auswahlen t 11 53 18 57 b t unzufrieden mit Werkstatt KL NH 334 ZAFIRA 1 8 5 G ee eee b Service Beratung 17 00 22 15 Fig 12 42 Complaints Report Results list Page 139 of 199 User Manual for CarloCRM 5 2 Reporting 12 4 2 Complaints List Use the overview list for an overview of all complaints created Use the filters therein to sort individual complaints by status Complaint ilter not closed Customer all all Client all ok Name 4 Y Maec Product Responsible Customer Status 4 Y re ription Instruction 4 Y ve asd AY AY A Y Date 4 Y end date 4 Y Duration 4 Y Client Files Prokos likernal Type A Y Priority A Y Cause person 4 Y Target time 4 Y Category 4 Y Entry 4 Y 1 366 unzufrieden mit der Werkstatt 2 no productrelation Miller Peter Testfrau Siesrid Status open Bei dem letzten z 7 Anfrage normal Miller Peter ve 28 06 2012 15 37 68 days Be Anruf Kunde 28 06 2012 15 37 01 07 2012 15 36 Kundenbehandlung from Miller Peter Fig 12 43 Complaints list Page 140 of 199 User Manual for CarloCRM 5 2 Reporting 12 5 User 12 5 1 Login statistics Login statistics indicates how many users and how often have users logged in within the period specified in the system This period is
107. correspondence List of correspondence Filter of date Pe Pe Lok ilter Filter of product v Type v Inc Outg finished not finished Organizer No Date 4 Y Type 4 Y Cat 4 Y Done 4 Y 2r Outg 2s Subject 4 Y Description 4 Y Vehicle 4 Y zen A KL A 661 CORSA buying contract buying buying contract buying contract nid Miller Peter 05 09 2012 10 51 gt mp first registration EE Delete contract Delete O 0 In x 22 02 2002 Fig 12 16 Customer correspondence Sale contract deletion The salesperson can view under this menu point all self created sales contracts and their corresponding status The salesperson can directly change phase and date in formation As soon as a sale contract is approved this word will appear under the column Ac tion In any case any notices are always shown here 12 1 4 Sales targets Sales targets allow sales managers to assign sales target references to employees measure their achievement level and compare with business references 12 1 4 1 Settings In sales targets administration you should first select the sales target management period By default it is assumed January to December of the current year In addi tion you may find a selection field with the user for which targets are being set Page 124 of 199 User Manual for CarloCRM 5 2 Reporting Sales targets Administration From January v 2012 y To December v 2012 v For Miller Pe
108. ctp path bre eS 35 3 11 Retrieval of vehicle exchange information eee 36 3 11 1 CONDS 36 Page 2 of 199 User Manual for CarloCRM 5 2 Table of Contents 3 12 Retrieval of contact form information ooooooccccocccccccoccccccccs o 37 3 12 1 REAUITEMENT zen 37 3 13 Vehicle ManaGeEMenl ccccccccccccesceccevcceccesceeccesceecceccesceeces 37 3 14 TypesModel USE osse sea ae 38 3 15 Prospect creation Tomas sen u 38 3 16 Generat StM S anne een 38 3 17 OUTS FES EE E PT PD T AET 39 3 18 PCGILIONAMCANCNGAl wre 39 3 19 Leasing CompallleS 225 99929 5 0 99 0939992 58 99 hi RUAEET RE e DE bi Were tM 39 3 20 E m il management s s soucis s vu rin 40 3 20 1 nga mele deer ET 40 3 20 1 1 SELEIN OS Secr ua eta Aa aaron Mi DUANE MESE NONE 40 3 20 1 2 A E P M E RUE 41 3 20 2 Ema ten Dates ado Aa ad 44 3 20 2 1 Using an existing template ooooooomoocooccoorosscrsrss sss o 44 3 20 2 2 Creating a new template c cece ces cesceecceccescenccesceecess 46 3 20 2 3 Newsletter SUBMISSION essen 46 3 20 3 Briel SCALUS une ita 46 3 21 Product management cccecceccceccesceecceccesceeccesceeceescesceecees 47 Record Candado ota odia 48 ZA Pee ex mE 48 AD THE tab PO alurna R E taba 49 T9 Sera ennea TEE soni RE EN E N 50 Creation of new records persons companies eee eee 51 3 1 NeWeentry Vidi O Mistica 51 Record view of an individual customer ssssssssssssssscscscscscscscsese
109. d is created if so it is called New en try Accordingly it be directly assigned to the selected customer group and can be also found in the homonymous filter group After entry of a new workflow the Proc ess can be defined by clicking on the link Workflows Expire Interessenten CRM Element not choosen Form Neukunde Interessent Fig 10 19 Workflow steps Here the previously defined forms are available for selection and their sequence determines in which order they will appear during the entry process Use the X cross to delete any process steps including those in the level above the workflow itself Page 109 of 199 User Manual for CarloCRM 5 2 Macros 11 Macros Macros are used to automatically execute a defined action For example in a call script a negative response to a specific question may be specified as a condition which if met automatically triegers the creation of a follow up or the submission of an e mail to the customer manager to address the problem Macro execution can be scheduled at certain times For example you might want to confieure a night macro execution depending on installation Macros are based on either filters or conditions set in call scripts or forms 11 1 Defining macros Go to the menu item Management Macros to access the macro definition first row and change form remaining rows For new macros you must enter a name and set the corresponding access rights Je
110. d to create a new group Once saved you can start assigning users to it If the flag is greyed out the assignment to this new group is made by default The rank determines the group display order assign users to groups Peter Miller Rank Description Fig 16 3 User Groups As an example groups are used the restrict bulletin board entries to certain user groups Page 188 of 199 User Manual for CarloCRM 5 2 Administration 16 3 3 User rights Access rights determine the precise functionality available to users and whether they can read modify or delete system information The solution distinguishes between users with read only read write privileges and the Administrator In principle administrators can modify or delete any entries 16 3 4 User roles Under the menu item User Roles you can define a general role which can be applied to a variety of users All settings and access rights that can be managed for each user can be stored in the user role For example you can define groups for sales person nel or office staff Moreover if you need to add a menu item this can be centrally enabled for all users in the group instead of individually setting the corresponding rights for each user To do this first select the existing role and then allow changing all values Permission Client Vehicle search Evaluation OOHB 00HB LI O1F1 L 01F1 14711 O 4711 MaxTest i MaxTest Opel Opel _ TEST TEST
111. displayed To change it just type in a new one BCC Limit 200 E mail Program mailto E mail Program 1 Name Thunderbird chus Fig 3 25 E mail Toolkit Settings E mail Program 3 20 1 2 E mail The point E mail submission can be found in the area Quick correspondence of the Master data tab Page 41 of 199 User Manual for CarloCRM 5 2 Configuration Fig 3 26 E mail toolkit E mail submission Click on it to open a new window send E Mail Follow up Biol Appointment in calendar Recipient miller 8 millerc rm com v Sender v Georg Schmidt Subject Subject Description pattern Email modular Send e mail externally with signature the settings stored in the pers signature at delivery from CRM automatically appended to the text Fig 3 27 E mail Toolkit E mail submission Window Follow up Automatic reminder to follow up with the customer on that date This field must be maintained when creating a correspondence reference to a lead as this is thereby closed and no open WVLs would remain otherwise Reference Creation of a reference for an open correspondence Receiver Selection of the right E mail recipient address Sender Selection of the right E mail sender address Subject E mail subject line Page 42 of 199 User Manual for CarloCRM 5 2 Configuration Subject Subject Clipboard Description pattern Email modular Probefahrt Erste pers
112. divided into three sections The upper report section contains report criteria The middle section contains both a tabular and a graphical report when selected At the bottom of the page you can view the customers whose complaints meet the filter criteria provided the box Display list of complaints is checked 12 4 1 1 Report criteria To obtain a clearer report it is advisable to use certain filter criteria Complaint Evaluation Date Al 1 Type Category Evaluation Ez Anfrage j Anruf Kunde Distribution by Status Type Category 3 sitet mariot a Anruf Kundenbetreuung Complaints per user location r Termin berschreit Brief Anwalt Average processing time CERON a Service Allgemein Brief KIC Open Closed per User Cause person several with CTRL Key Category 2 ES Gew hrleistung Kulanz Gutschrift Kundenbehandlung Brand all Nacharbeit 5d Client all Complaintlist show Download PDF Fig 12 40 Complaint Report Criteria Date period to be considered User the currently responsible employee Creator the employee who created the complaint Cause person the employee through which the complaint arose Client depending on the installation the master data client or the complaint s client Brand Vehicle make if a vehicle reference is entered upon complaint creation Page 138 of 199 User Manual for CarloCRM 5 2 Reporting Type Catego
113. ds must not appear in the list view because customers are always available there under a master record ID The name of the currently logged employee is filter independent and is always re placed benutzername 11 2 Assigning macros to filters Go to the menu item Management Macro filter to assign macros to a filter For automated execution every 24h e g at night all filter results will be executed with the macro i e the macro will be run for each customer in the filter results list Macros Filter Filter run macro Frequency per Customer Client Date last execution Action all 1 days 0 only once t v t v l not choosen not choosen TE gocce al add new all 1 days 0 only once all 12 10 2011 16 54 M Offene BM 2 Tage vor Zielzeit Beschwerde offen 2 Tage vor Zielzeit ac log tio mat m 7 16 08 2012 16 06 0 x Fig 11 3 Macro to filter assignment Frequency per customer determines how often the macro should be run per cus tomer A 0 value means that the macro will run only once per customer Higher val ues indicate the number of days between executions it is up to the customer to re start the macro regardless of whether this has previously reappeared in an underly ing filter Alternatively you can schedule macro execution for a fixed day of the month Date indicates the filter macro assignment entry Latest execution provides informa tion on the last macro execution The number of affect
114. e broken down by client and storage location are created Page 131 of 199 W GW Overview User Manual for CarloCRM 5 2 Reporting Recurrence rate wn Beginning of Q4 2000 bis End of Q3 2002 Returner First Period 13 4 13 4 0 0 Fig 12 31 Repeat rate W GW Kunden Wiederkehrrate Bl Beginning of Q4 01 96 Returner Second Period 6 2 96 6 2 0 0 Under the chart you can find an overview with the period details This contains re peat buyers information in absolute value and percentage W GW Details Beginning of Q4 2000 End of Q3 2004 01 10 00 01 10 02 Client Count customers of it Count customers to 30 09 02 to 30 09 04 Count customers 926 Returner 96 Not Returner 01 10 02 to 30 09 04 First Period i First Period Second Period 93 8 Fig 12 32 Repeat rate Table The absolute count column displays the corresponding customer count in the appro priate period The column Of this customer count contains those customers who were also in the Company during the first period The columns Repeat buyers and Non repeat buyers display the percentage of the second cycle in comparison to the first one column 1 Period and the share of the second cycle on the total customer count in the second period column 2 Cycle 12 2 4 Vehicle statistics Vehicle statistics shows the count of CRM vehicles invoiced within the last year
115. e displayed under the menu item Action Sales funnel Here all funnels are available for selection Make your selection and click on OK to view the funnel of interest In addition one or more managers can be selected and their indi vidual values are shown next to the totals the master data manager is the determin ing field Sales funnel funnel selection Servicerechnungen 2007 2009 v all Organizer sedeo ee several with CTRL Key Fue Cs 2 Trichter 2007 customers 3219 2 2 Trichter 2008 customers 3397 customers from 1 1919 59 61 Customers in list Customers in list Filter 3 gt Trichter 2009 customers 3359 customers from 2 1214 37 71 63 26 from 2 1919 Customers in list Customers in list Filter Fig 12 39 Sales funnel Next to the funnel graphic a set of figures provide information on the customer count for each stage Click on the filter name to access the list view with the se Page 137 of 199 User Manual for CarloCRM 5 2 Reporting lected customers of this filter If you want to see only filtered customers you must click on the button Customers in list Here the default table header in your personal settings will be used If you want to display the table header of the corresponding filter you must use Customers in list Filter 12 4 Complaint 12 4 1 Complaints report The Complaints report is
116. e list will appear red Contact person only if a contact person has been entered in the tab Additional data it will appear for selection here the reference to a con tact person will be indicated with a symbol in the correspon dence entry Subject this field should be used to enter a short expressive text for the process e g call for product information Description Here the user can describe the process multiline entries will be also displayed in the table when moving the mouse over the abbreviated text less than 20 characters Vehicle vehicles will be available for selection if previously delivered to customers Relation to incomplete correspondence if the transaction is a follow up transaction of an existing correspondence this can be specified here in the list these re lated entries will be displayed as a group e g a customer on the phone re Page 64 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer quests some information that is not immediately available gt the call back then represents the follow up transaction for the first call e toa campaign if campaigns were entered in the system here you can select one only campaigns valid for the current time period will be displayed e to an offer sale contract if an offer sale contract is entered for a cus tomer the contact transaction can reference it e to a complaint it can be both the creation of a n
117. e tab BM e The status information window displays status changes with time and respon sible user e You can click on the status exclamation mark to close a complaint e As you hover over the complaint field the description text is displayed e All instructions can be seen in the corresponding information window e The action process is shown complete with date hour correspondence crea tor and text 6 12 Call center CC If the Call center module is enabled a list with all call scripts is displayed The Status indicates whether the customer was called back for the corresponding script and provided with an answer for his her question Click on the link Action Call re port to retrieve the questions and enter possible answers Testfrau Siegrid No 6871 records 19665 Statistics Events Form Groups Vehicle Orders Correspondence telephony guide 4 Y Status Action 001 AAA Erfolgsauswertung show 28 06 2012 Insert 21 08 2012 2009 10 Komplettradverkauf an NW Kunden Phone report Fig 6 21 Call center tab Answered questions will appear sorted by date Click on the date to view the corre sponding answer Page 71 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer The layout of this tab is similar to that of the Overview tab This tab shows all valid call scripts Click on any of them open and enter the appropriate answers 6 13 E
118. ears in the upper left section Page 97 of 199 User Manual for CarloCRM 5 2 PIM functions Use the arrows in the month name row to display the next previous month lf are interested in a particular calendar week click on it in the WK column Similarly you may click on a specific day to open the day view Hover over a background coloured day to display the appointments therein In the lower par you will find a section containing information on the selected ap pointment This can be changed here or a new appointment introduced Alterna tively you may double click on the calendar to create a new appointment In the area Calendar you own calendar is checked by default Depending on the calendar authorizations granted to the current user he she may select the calendar of other users or open the group calendar In the larger area to the right you can find the selected Calendar Regardless of the period selected in the Minicalendar all appointments will be shown here The calendar view can be modified through the Day Week Month selection field CRM users may define a standard calendar view in their Personal settings A PDF calendar sheet can be created by clicking on PDF 9 6 5 Calendar of all employees Use this menu item to obtain a summary view of authorized appointment calendars for all employees Georg Schmidt e Wed Thu Fig 9 9 Calendar of all employees From here provided the required write rights
119. ecords for customers Please note that a correct import of the resulting file requires the availability of all required fields customer data such as address telephone but also correspondence fields such as subject date and text If the fields are not stored in the CSV file they must be manually entered 16 6 1 1 Mass import of correspondence records 16 6 1 1 1 File preparation Any customer contacts with external providers can be stored in a correspondence record in CRM That being said a successful import always requires a unique identi fier such as the CRM ID the debtor or the chassis number VIN so that the corre spondence entry can be properly assigned The last three columns of each table hold a header and the corresponding customer content in this case the fields E F G with the heading Subject Description Date Page 194 of 199 User Manual for CarloCRM 5 2 Administration First name Company Subject Discriptior Date 667 1 Testfrau Siegrid Tire change cover letter 07 09 2012 20655 Kaspar Katja Tire change cover letter 07 09 2012 1006 45 Sonnenklar C Tire change cover letter 07 09 2012 100602 Sonnensche Susi Tire change cover letter 07 09 2012 1006793 Protalla Sabine Tire change cover letter 07 09 2012 1006795 Sonne SUSI Tire change cover letter 07 09 2012 Fig 16 13 CSV Import Creating the Table Correspondence import It is important to ensure that the file is saved in CSV format setting Save As F
120. ed customers is displayed as your mouse hover over the field Page 115 of 199 User Manual for CarloCRM 5 2 Macros to not choosen v Date rz mlok from Miller Peter admin to Schmidt Georg admin2 x Fig 11 4 Macro forwarding The forwarding function at the end of the list can be used to allow macros activated for a certain user to be forwarded to a different one e g during absence The date area is used to specify a forwarding validity period All entered forwarding operations appear in the list form below and can be deleted with the red X Forwarding will also affect the creation of follow up campaigns in the list view Fig 11 5 Macro forwarding for follow up campaigns Here you can determine whether the follow up will be sent to the original campaign manager or to the person receiving the macro forwarding 11 3 Launching macros Macros can be automatically launched e g every night depending on configuration and manually started This is accomplished through the corresponding menu item The minimum macro execution interval is 24 hours Alternatively macros can be launched following a specific call script answer or form entry Page 116 of 199 User Manual for CarloCRM 5 2 Reporting 12 Reporting 12 1 Sales reporting 12 1 1 Campaign reporting Campaign reporting is used to report on contact entries with and without campaign reference from user and users groups Evaluatio
121. ed license plate is displayed Display of the corresponding value Displays the actual sales price from Carlo under Vehicle equipment the value Sales price with tax Move your mouse over the value to view further upsell actions These are maintained in the vehicle equipment in Carlo with the names WEM1 WEMD Page 171 of 199 Stand location tag Test drive Offer Sales contract Vehicle information Price information Financial calculator Reservation User Manual for CarloCRM 5 2 Vehicle trade The EK price is net of taxes and is also obtained from Carlos vehicle equipment table The gross amount is calculated as follows VK 1 19 WEM EK Stand location and stand tag of the vehicle Creation of a test drive appointment Creation of an offer Creation of a sale contract Creation of vehicle data sheet which must be previously customized by the Company Creation of a vehicle data sheet for customers Financing calculator for prior information Vehicle reservation for 48 hours In the row under vehicle data you can view a summary of scheduled test drives for the coming 30 days In addition you can display all test drives for the coming three months for all listed vehicles To that end the corresponding box must be checked in the vehicle search form 14 1 2 Creating a test drive To schedule a customer test drive you must click on the button Test drive in the corresponding vehicle from the search r
122. efore saving you must assign a descriptive name to the filter for easy retrieval You can select up to three sorting fields Later on you may de fine additional sorting criteria in the list view Furthermore you should pro vide a filter category Depending on installation employees define their own categories for filters only available to them Now should another employee require access to your filter you should select a category that has been as signed the corresponding rights for several users Alternatively you may enter a new category By default this may only be accessed by the user Page 77 of 199 User Manual for CarloCRM 5 2 Record filtering If filter results exclusively relate to a given customer group the data set will be automatically restricted to this customer group after saving through the selection of group filters After saving you may access directly the filter results in the list view As you call the Filter wizard again you may define new conditions that will overwrite the old ones Existing filters can be modified at any time Page 78 of 199 User Manual for CarloCRM 5 2 Record filtering 7 2 Exclusion filters vs Help filters There are two options available to massively exclude records from filter results 7 2 1 Exclusion filter Exclusion filters are used to remove customer records from filter results To that end you will to first create and save your exclusion filter Secondly you cre ate
123. elonged to a different customer before and an old sales record was booked which does not however belong to the current customer Regard less the sales record will still be shown as it is indexed by the vehicle To avoid this situation it is possible to check an additional index after the index se lection Alternatively if you wish to exclude old sales records you may select the Master data Order index to ensure that only sales records belonging to the current customer are selected You may update the table in the middle section at any time by clicking on the Test Filter button If the Test Filter buttons returns the desired results you can save the filter or trans fer it to a temporary filter sort 1 no v ascending v 2 no v ascending v 3 no v ascending v Limit from data record 0 Category Spezial Y exclude customers from following filters 0 Test M Brief im April a 0 Test M Kunden Mai y clients group filter Interessenten Name of filters Filter x Activities P M1 Opel E Fig 7 5 Saving filters e Temporary filters the selection will only be transferred to the list view on temporary basis There you may still review all filtered records and execute any desired actions including File export If you wish to further modify your filter this is still available in the menu item Administration Filter wizard as its conditions and field selections are stored in a temporary area e Saving b
124. em The associated document can be opened and printed at any time using Page 56 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer the blue link If a separate data protection provision is signed check the relevant box and upload the corresponding document scanned file Save your work by clicking on the button Enter Change Depending on installation and configuration your master data entry form may show additional fields For example a link to a business partner may be introduced Administrators may delete a CRM record at the end of the page However this is only appropriate for new CRM records without connection to a previous system 6 3 Additional data When dealing with corporate data records additional data can be used to manage contact persons Likewise when dealing with natural persons or individuals their relatives may be entered Radspa team Stahl Wade No 1006778 records 19665 pt a coms vo one coroner Contact person Salutation 4 Y Title 4 Y Department 4 Y Address 4 Y Date of birth 4 Y Phone Mobile phone drivers license ETS Primary Contact First Name 4 Y Name 4 Y Category Y Zip V City Y Product Fax email Place of birth P Action rm rm El Primary Contact Y not choosen v add new Herr Sportliche Leitung Gerlachstr 1 05 09 1955 E 021431 0122123456 E Y Primary Contact Hans Fahrer X 12345 Berlin Qashqai Ac v 23154234 klawohn pro Entenhauser Fra
125. employ ees who are assigned to this group and have a valid e mail address will receive an e mail as well WNL a follow up is created and made available in the user PIM or called up with a reminder e for users the follow up is created for an individual user Page 111 of 199 User Manual for CarloCRM 5 2 Macros e for users from filters follow ups will be created for all users from the selectable filter field e for user group follow ups will be created for all users in the se lected group Advertising lock for customers the advertising lock is checked in the master data set Customer locked the customer is locked Field changed a value can be written to the customer s master data or additional field Entered values are overwritten New script entry enters an automatic entry in a customer script The question can be selected and the response value can be entered as free text No answer in script Customers in a call script will automatically receive the entry and leave the script Export filter content the filter content can be automatically sent via e mail to an open e mail address It is important to note that all filtered customers obtain a correspondence en try and that the filtered customer s number determines the number of e mails sent It is recommended there fore to create a filter in which only one employee is saved To better represent WVLs E mail contact records and complaints it
126. en stored documents identified by their number if several exist Subject Short text describing the correspondence entry limited to 20 characters full text shows as mouse passes over field Description Longer even multi row text as an extended or further descrip tion of the subject as for the subject limited to 20 characters full text shows as mouse passes over field click on the descrip tion to open the full correspondence text will all details for printing Vehicle Display of the vehicle related to the correspondence Page 61 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Organizer In principle the user that has entered the communications process in question the process may be assigned to a different employee e g on vacation or on leave Non administrators can only change their own records within one hour after entry Click on the cross by the manager s name to delete the entry in any case non administrator users will only have one hour for this operation If the entry is nega tive a red colour appears below the right arrow which can be changed from nega tive to positive by clicking on the entry no more red in the table If the entire table cell of an entry appears red the process is marked as negative e g upon the complaint of an unsatisfied customer For related entries e g subsequent process for an existing entry the process will be shown in a hierarchical fa
127. er Pet Date 20 08 2009 Overwrite data Source Opel Type seat link New customer Opel 00HB v Sales Fig 14 24 LeadlT Lead Assignment Filter Selection of submitted campaigns Type channel Service sales or GMAC Int customer Search for a specific record Status Distinction between new and pending leads CC Leads that were routed to the external call center Vehicle Search for a specific vehicle 14 5 2 Lead assignment There are three options available for lead assignment e Adding a new customer customer name field blank Page 182 of 199 User Manual for CarloCRM 5 2 Vehicle trade e automatic identification of customers with accurate name and address spell ing with possibly data changes transfer check box Data overwrite New cus tomers are listed with the numbers 1 to x and can be viewed here e manual customer search by entering customer or vehicle data license plate and vehicle identification number in the input field In the column Action it will be decided how to progress the lead No action No action is taken Accept Customer is assigned to the seller selected below Other external link External LeadIT site opens per customer 14 5 2 1 Lead forwarding Leads forwarded to a seller can be forwarded to another user 14 5 2 2 Call center leads If a lead is not processed by the dealership it can be centrally managed and taken away from the dealer by OPEL The lead is then processed by
128. er fun nels If the box is not checked then both filters contain different customers You can find all previously created reports under the entry form In addition this provides a checkbox to indicate whether this report is to be deleted from the data base during the next save operation 12 3 1 2 Report Go to Action Marketing analysis to select any existing report Results are presented in both graphical and tabular form Marketing analysis Evaluation HU AU Erfolg v show E Download PDF M His Korrespondenz MA Rachn ngen HU 2009 overall MA HU Korrespondenz 9 MA Rechnungen HU 2009 2009 January 0 2009 February 2009 April 0 117 2009 February 243 2009 March 2009 May 53 132 2009 March 26 2009 April 2009 June 2 118 2009 April 204 2009 May 2009 July 40 121 2009 May 226 2009 June 2009 August 60 153 2009 June 218 2009 July 2009 September 59 137 2009 July 138 2009 August 2009 October i 37 115 DB MSS Ludi iia 2009 August 166 2009 September 2009 November 52 78 2009 September 0 2009 October 2009 December 0 i4 2009 October 263 2009 November 2010 January 0 2009 November i 0 2009 December 2010 February i 0 2009 December 0 2010 January 2010 March 0 Fig 12 36 Marketing reporting The columns show the period results whereas the name considers the sliding date Moreover
129. er from the customer overview Email modular N Category Name Subject Description Action N Info anrede Sehr geehrte r Frau Herr v anrede name_kunde Service Geburtstagsmail Herzlichen Gl ckwunsch und wie w rs mit e alles Liebe zum Geburtstag Wie w rs endlich mal mit nem neuen E Cl delete model_vorschlag anrede Sehr geehrte r Frau Herr bd Fig 3 23 E mail Toolkit Settings The first column Category Designation is mandatory It is possible to form sub categories separating them with the character In addition you may generate selection queries by adding three underscore characters and a query sign at the end of your expression e g Sales Invitation Is the customer satisfied with us Yes Please note that all questions answers entered here constitute a pre requisite for e mail creation In the Subject column enter E mail subject line In the Description column enter e mail using the selection fields Email modular N Category Name Description Y anrede Sehr geehrte r Frau Hert iname kunde Name J name Eigener Name Service Geburtstagsmail Herzlichen Gl ckwunsch und wie w rs mit e autohaus Autohaus janfragedatum Anfragedatum model_unbekannt Modell model Baureihe Variante Modell Motorisier El delete Fig 3 24 E mail Toolkit Settings Description salutation Salutation from master data Page 40 of 199 customer_name
130. er functions If e mails cannot be fetched due to their size default gt 1 MB you can delete the attachments or fetch them with attachments Long processing times for very large emails are thus avoided 15 3 Printing Click on User Printing to print CRM pages This will open the printer menu 15 4 Log of field changes Changes that were made in the areas of master data vehicle contact information and additional data in CRM are documented in the menu item Administration Field changes log To that end you can adjust the changes representation criteria The result is listed below sorted by modified date Additional data a p ccm A Miller Benjamin 17 08 2012 11 42 Miller Peter admin Master data E mail 2 goepel prof4 net Testfrau Siegrid Fig 15 1 Log of field changes Page 186 of 199 User Manual for CarloCRM 5 2 Administration 16 Administration 16 1 Update To install program enhancements you must search the update file a zip file in the local PC to enter in the corresponding file field After clicking Execute the en hancements are immediately available for the system users Update Maintenance Please choose the update file by clicking on the file search button Browso execute Fig 16 1 Installing updates 16 2 Importing log data In the menu item Administration Import log data the administrator of the Company can see when the data imports were performed Amongs
131. er section of the administration area under the menu item Management Marketing analysis settings All reports created to date appear underneath Administration Create New Analysis Marketing Analysis Name Period of time 14 09 2012 E To 14 09 2012 EH Time interval Daily rite 4 0 Test M Brief im April Date field Correspondence Datum v Daily difference 0 Length 0 Day s v 0 Test M Brief im April IB Customers only from the fast Gitar Date field Correspondence Datum v Sliding Date Filter 2 enter Fig 12 35 Marketing analysis Settings To create a new report you must enter the following report parameters in the corre sponding entry form of the upper section Name Report name Period Start and end dates of reported period Time interval Interval at which the filter data is collected in the pe riod and are shown in the report X Filter Settings for the previously created filters that must be evaluated o Date field Meaningful data requires a relevant field in the list view of the filter which allows performing filtering at different time intervals e g in voice date correspondence date o Sliding date additional days from the specified date of the time interval display only customers from the first filter Page 134 of 199 User Manual for CarloCRM 5 2 Reporting if the box is checked the second funnel includes only customers that are also present in the first filt
132. erent additional fields may appear under Additional data This is so because during the creation of a new group further data fields can be dynamically inserted which will be valid in the spe cific group 6 5 Vehicles This tab shows a list of all vehicles assigned to the selected customer Testfrau Siegrid No 6871 records 19665 List of all vehicles 4 Car s found Type Model Licence initial Date of avg av number registration buy km year Agency to be due on to be due on AY AY AV AV AV v AV AV AV OPEL gt Corsa INNOVATION 1 0278 seni ar KL S 476 09 10 2008 161552 WOL0SDL6894036654 Td 5 t rig 1 4 7 Geschaftsleitung 1 0 dar Technical Inspection exhaus gas examination Seller AY 22 04 2009 1_0 ZZB Gesch ftsleitung 1_0 OPELC Signum KL D 420 12 10 2004 23971 WOLOZCF4851020651 01 10 2011 01 10 2011 05 10 2009 Fig 6 9 Vehicles tab Click on the type model description to access the detailed vehicle view where fur ther information on the vehicle is provided From this view you can also send an e mail for the maintenance of vehicle data Vehicle on debtor and upload vehicle documents Page 58 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Testfrau Siegrid No 6871 Records 19666 1 Sa vehicles Vehicle choice KL S 476 Corsa INNOVATION 5 t rig 1 4 EZ 09 10 2008 5 vehicles found List print Place 4711
133. es activities ooooomooo 123 Last sales Droces oos vo TEE eed XU es 123 Last sales process Assignment cccceecceccecccecceccesceescesceecess 124 Customer correspondence Sale contract deletion 124 Sales targets Setl gs as a 125 Editing Sales targets ua AAA VPE 125 Total targets un TT TL I ITI IIT 126 VIEW all CISENS A SS 126 DISCEIDUEIOD Mde ne aa 126 Total tarios 127 BUSINESS tarde luna iaa 127 Page 13 of 199 Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig 12 24 12 25 12 26 12 27 12 28 12 29 12 30 12 31 12 32 12 33 12 34 12 35 12 36 12 37 12 38 12 39 12 40 12 41 12 42 12 43 12 44 12 45 12 46 12 47 12 48 12 49 12 50 12 51 12 52 12 53 12 54 12 55 12 56 12 57 12 58 12 59 User Manual for CarloCRM 5 2 List of figures Sales target Evaluation ooooooooccoomosccrccorrcorccrcconccoccnocosconss 128 ASgresated RESULES ann anne 129 Aggregated results Chart mans u un ER Re ERES 129 Sales targets imn the Plisadas IE ue IUE ERR SIE CE ah E 129 ABC analys rusco innerer a 130 Early Walle System sau 130 Repeat Tate Settings sn 131 Repeat Fallen 132 Repeat rate Table UE REX E EC EE EVE 132 Vehicle Sta LISIS anni 133 Sales Postal code anal omitir 1
134. esponding text E mail tem plates can also include embedded images As for mail merge you may introduce a reference to an event As you do so an entry is automatically added to the events tab for each customer on the list Moreover if you reference a campaign each entry will have this reference Use the preview function to verify the e mail correctness before its final submission After submission the status of the submitted e mails can be viewed in a separate menu item Administration E mailing status Here you may resend any unsent e mails 8 5 Follow up campaigns These campaigns create user follow up actions which will then appear in their PIMs for processing These actions are characterized as open to be completed tasks A follow up is generated for each customer in the filter results unless its first column box is checked or it belongs to the exclusion list see tab List Page 88 of 199 User Manual for CarloCRM 5 2 List view 1006795 Sonne records 1 to 6 from 6 mark all this page remove all marks this site Submit changes Select datarecords in the first row which shall not be used new campaien follow ups Follow up 04 09 2012 PH 12 58 Y Max Reminder per Day gt 700s saoao prone orons overs orso DUB DUDAS RIOS DUDAS vrasa UB VPE HUB orate BIOL OM MOL EAS HBU MM BU WEM VOIE HUI MOI WEN MH 0SN MEM VO HUM 000010010 Osana bU na sine 1 direct distri bu ti
135. esults test drive OPEL Meriva Edition 1 6 TWINPORTO enfali zu OPEL Meriva Edition 4 6 TWINPORTO fist registration 02 90 2009 0868 20 384 00 0 088 Salutation Title First Name Street Phone Mobile Date of birth City Mr v Company Name ZIP City Fax E mail Job to previous correspondence not finished Y Create new customer V Privacy explanation September 2012 _ October 2012 Mon Tue Wed Thu Fri 40 1 2 3 4 41 8 9 10 42 15 16 17 18 19 Fig 14 5 Vehicle search Creating a test drive You may fill the customer data in three different ways a Transfer of an existing customer prospect via the button with the customer name Page 172 of 199 User Manual for CarloCRM 5 2 Vehicle trade the last customer called in CRM will show in the button below the customer fields in the form Click on the name to directly transfer the relevant cus tomer data b Transfer of an existing customer prospect via Search enter the first and last name to activate the CRM search results will appear in the lower part of the screen and can be transferred by clicking on the form c Creation of a new record If search results are negative you can create a new record by filling the nec essary fields In doing so the New customer box remains checked For Com panies with several storage locations clients the right one must be se lected In the row Pending correspondence all open cont
136. ew complaint transaction e g in conjunction with a telephone call as well as reference to an existing complaint transaction complaint details can then be entered in the appropri ate tab BM Organizer as mentioned in the table view the manager may be selected here system user by default this is the user logged into the system By clicking Enter the transaction is created and displayed in the table list The three most recent entries are also shown in the customer Overview Entries with follow up appear in the PIM for the respective manager Later on you may run reports by filtering by the field category or subject Hence it its useful here to introduce certain rules so that the entries can be grouped and evaluated e g Subject Complaint 6 8 Statistics In the Statistics tab the individual customer sales are presented in tabular and graphical form By default two graphs are shown Sales of new vehicles used vehi cles and Vehicle visits If it is a corporate client with at least three vehicles the graphics change to Workshop Sales and Workshop visits These are represented by quarter Aggregated key master data and an ABC analysis complete the statistics sheet Page 65 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer A RUE TIT pr ra Testfrau Siegrid No 6871 records 19665 Statistics Client Nr 6871 Selling new car used
137. ew search form is shown in the left upper corner of the screen Search Vehide identification number Status all no Kundenfahrzeug Y Type Modet Displacement KM Color Buyer Not show sold cars or cars without receipt Administration Info texts Other agreements Administration Finance Calculator Fig 14 1 Search Engine type Initial registration Year Power Pre owner Doors Equipment Vehicle search Default Transmission type all Place ally al v Klima Leder ABS Allrad Airbag m Alufelgen Anh ngerkupplung E Dachreling Diesel Navigation Spoiler Sportfahrwerk E Tempomat U Xenonlicht Cl Test Drive Results in Calendar View MESES X gt Brand code MD z 31 vehides found A 77 x Opel Astra First Color Cartype Status KM Power Price Type Model registration 10 x without 77x 35 x Neufahrzeug 52 x 10000 km 62 x 50 PS 34 x 5000 EUR 6 x 2009 10 x Saphirschwarz without 19 x Gebrauchtfahrzeug 10x 10000 30000 10 x 100 130 27 x 20000 30000 13 x 2008 8 x Karbongrau 12 x Mietfahrzeug km PS 4 x 2007 8 x Metro 10 x Vorf hrfahrzeug 7 x 30000 60000 km 2 x 130 160 PS 14x 15000 20000 4 x 2006 8 x Ultrablau 1 x Neufahrzeug Vorlauf 4x gt 120000 km 2 x 80 100 PS EUR gt 6 x 2005 7 x Argonsilber 2 x 60000 90000 km 1x 50 80 PS 2 x 30000 EUR Price 2 x 2004 7 x
138. ference to the initial registration date of the cus tomer assigned vehicle Date of purchase Customer approval Mileage the last vehicle mileage data Customer list Display the corresponding list of customers below the graphics Only the sales person s own data are available Conversely administrators can create reports for all employees 12 6 2 2 Report Two images are displayed in the report settings e Age of customer vehicles under their care e Customer vehicle makes under their care Page 146 of 199 User Manual for CarloCRM 5 2 Reporting Age of the vehicles of customers in their own care Vehicle brands to customers in their own care Age of vehicle years vehicle brand 0 Jos ck on the diagram for details Click on the diagram for details Fig 12 51 Self potential report Charts Click on a selected bar to display the vehicles percentage Distribution Age of vehicle Ayers 17 gt 10 years 431 former Date SE purchase _ price turnover turnover turnover turnover t turnover i more 2012 2011 2010 2009 2008 Cars 24 458 13 234 04 1 2145843 23404 2 1 Date first No Name Type Model m 3 registration 1 ASTRA 131053 08 10 1998 06 06 2002 9 214 00 2i CORSA 168904 29 03 1996 01 09 1999 0 00 s Fig 12 52 Self potential report Breakdown In addition to the information on the linked vehicle cross vehicle customer sales and a link to other ve
139. form similar to the Distribution index view whereby you can manage said targets Key Distribution 2012 ius 2012 i 2012 March 2012 April 2012 May 2012 June 2012 July 2012 August 2012 September 2012 October 2012 November 2012 December overall 5 00 10 00 10 00 hooo hoods 15 00 0 00 o 00 x 10 00 5 00 15 00 10 00 100 00 usecase standards CHEVROLET FORD ES mi Demonstration o ener change enter change allo 0 i alli 0 all 0 Fig 12 23 Business targets The entered business targets will be distributed to the selected period via the distri bution index Page 127 of 199 12 1 4 5 Sales target User Manual for CarloCRM 5 2 Reporting Evaluation The sales target reporting under Action Sales target reporting compares sales re sults for one or more users with sales targets indexed by brand and type model If necessary sales results and sales targets are confronted Fig 12 24 Sales targets Evaluation Period of time 01 01 2012 E 31 12 2012 Fa User Comparison period iall l Dechent alt 6666 Sarah Dunkel Sarah Empfang E Per User Fimpel Max Brand code Upper group all fau J CHEVROLET Used FORD ICHEVROLET all dien FORD all HYUNDAI HONDA all E Show diagrams show Several with CTRL Key Period Comparison period by user Diagrams show User Brand code Up
140. fter 48 hours the reservation is automatically cancelled As the administrator the seller who reserved the vehicle can delete the reservation at any time 1 Vehicles found brand code 4 Y Type Model 4 Y KM 4 first registration 4 Y KW PS 4 Y selling price place kalan brand VIN Ident color 4 Y Y days in company Y code 1 OPEL Meriva Edition 1 6 TWINPORT ECOTEC MT 5 all v 2 Meriva Edition 1 6 T Typeioet Quay Nevtanrzeus 7 etats Sor z WOLOXCE7594289203 Fig 14 19 Reservation 14 2 GME VC In addition to managing existing vehicles Action GME VC contains a connection to the Opel configurator You may use it configure vehicles and generate offers and sale contracts in CRM as you would usually do This is under the assumption that the dealer code is stored in the menu item Administration Clients Select the appropriate client from the dropdown menu to access the vehicle configu rator After compiling all vehicle data you will find the vehicle configurations stored in chronological order in CRM rator start new config Beni Configuration 1 Eigen Configuration 1 Bnew window number 10119 Corsa Selection 3 T rer 1 2 ecoFLEX 51 kW 70 PS Start Stop MT5 buying contract y i MY 20134 Price 12 540 00 offer Name Corsa Selection 3 T rer 1 2 ecoFLEX ok Configuration ar sold or not show evidence Existing stock 2 Vehicles found same co
141. g kennzeichen i Choose from filter later v ffeld__produktzuordnung__ fahrgestell Choose from filter later Fig 10 13 Document Administration 10 1 6 Creating macros for document generation We can define a macro for the created mail merge transfer protocol so that the document is automatically generated In the macro select the action Create letter Pool In the field Document the pre viously created mail merge must be selected Optionally you may enter a letter and a description Macros Operations delivery Rank 4 Y Type 4 Y vi Not choosen delivery protocoll cro Delivery protocoll Create letter pool No assignment Miller Peter admin Fig 10 14 Creation a macro 10 1 7 Extending forms to incorporate additional condition fields An additional field must be added to the form so that CRM knows when to automati cally create the macro generated letter To that end a new field called Next action Page 107 of 199 User Manual for CarloCRM 5 2 Forms and workflows is defined with the default word Letter This is done under Administration Forms by clicking on the link Field in the corresponding form An additional field of type Template is defined german english Follow up action Selection field v Standard answers 1 Size 30 Russian Fig 10 15 Extending the forms 10 1 8 Linking macros and forms Finally you must connect the macro with the f
142. ghts for the different script questions Satisfaction report separate listing of the master service employees and salespersons 12 7 3 2 Call center agent report After selecting the script under evaluation or all scripts enter the period under re view Here you can only select the call script date If you choose the invoice date the user selection is disabled As described above you may introduce additional fil ters Click on the button Display to generate the graphical representation call activitys in the phone guide 001 AAA Erfolgsauswertung call activity from 1 Sep 11 to 30 Sep 12 Bl Number of customer calls Miller Peter 001 AAA Erfolgsauswertung O Number of customers NA Miller Peter 001 AAA Erfolgsauswertung E Number of customers finally NA Miller Peter 001 A44 Erfolgsauswertung Number of calls made Dec11 Jan 12 Feb12 Mar12 Apr12 May12 Jun 12 Jul12 Aug 12 Miller Peter 001 AAA Erfolgsauswertung 4 0 0 1 0 0 0 1 i2 0 Number of customers NA Nov11 Dece11 Jan12 Feb12 Mar12 Apr12 May12 Jun 12 Jul12 Aug12 Miller Peter 001 AAA _Erfolgsauswertung 1 0 0 0 0 1 0 0 0 0 0 Number of customers finally NA Nov 11 Dec11 Jani2 Feb12 Mar12 May 12 Jun12 Jul12 Aug12 Miller Peter 001 AAA _Erfolgsauswertung 2 0 0 0 0 0 0 0 2 0 Fig 12 60 Scripts Statistics Graphical report The graph shows of all calls for the selected users In addition tables are generated to provide
143. gory x No value function y Master data Salutation same to Herr x No value function Address Place same to v potsdam The first 100 example values v Test filter Temporary filter Save filter Insert Sort 1 no v Ascending v 2 no v Ascending v 3 no v Ascending v Limit 0 cti NA gt Ma Id 15 Ma Name gt 9 4 Ma First name 9 44 Ma Company1 H 1006756 Mayr John Im A BETTER A A A A A A A A A A A A A ENTER NER ER NET A A ES EEE EEE A A A A A steve seen Tibe quens A A A A SL see pore Fig 7 1 Filter wizard a Field selection top section Here all CRM fields are displayed in groups Use Drag amp Drop to move a field into the middle section to create a new condition or into the lower section to extend the columns in the results list To that end click and hold on the field you wish to move Move the field to the desired area and drop it by releasing the mouse button Please note that your rights may restrict the number of selectable fields Rights are defined by the Administrator under Users rights or Parameters Page 73 of 199 User Manual for CarloCRM 5 2 Record filtering b Conditions middle section As a field is moved into this section a new row is added This represents a condition to restrict filtering results I x No value function y Master data Salutation same to v Herr The first 100 example values and v x No v
144. h Russian and English Page 23 of 199 User Manual for CarloCRM 5 2 Configuration fast menus isdn il i Mandant Titel i Briefanrede Anrede i Vorname Name i Firmat Geburtstag i Beruf Hobby several with CTRL Key add field in list records per page Datarecords per page Device line manual view of CTI devices popup confirmation during incoming call cutlast 0 figures Dialing prefix Telephony integration CTI Standard View Month v i Reminder 45 Minutes v Calendar Range for week day calendar 8 20 h List of open appointments Authorisation to other calendars Correspondence Rows to display Fig 3 2 Personal Settings 2 It is recommended to enable Quick menus for narrowband connections Quick menus appear as regular dropdown menus without icon graphics Use the selection of Additional standard fields in the List view to define the results in the filter wizard The field Records per page is set by default to 20 but you may enter a different setting if so desired In the Calendar settings area you can specify whether a reminder should be sent for any rescheduled event or new appointment Use the calendar colour to set the group calendar colour by selecting any HTML colour e g red black blue yellow and RGB values FFOODO The range of values below determines the chronological represen tation of the weekly and daily calendar start and end time or time interval for a
145. he box Appointments car the generated test drives will be displayed alongside the search results Page 49 of 199 User Manual for CarloCRM 5 2 Record search Licence number appointments car chassis number Client Number Name First Name Company Name Company Invoice number offer buying contract Client all place all Fig 4 3 Start Portal 4 3 User defined filters Records can be searched on any system table using the filter wizard This is discussed in a separate chapter Page 50 of 199 User Manual for CarloCRM 5 2 Creation of new records persons companies 9 Creation of new records persons companies Depending on installation customers may be imported into the system through an interface On the other hand new person or company records can be created via the corresponding form All record data required is discussed at length in the following chapters record view of individual customer 5 1 New entry via form For creating new prospects select the menu item Action New prospect and decide whether it is a private or corporate customer Mandatory fields which are marked with a and need to be filled during entry can be defined in Administration New form New plant O private Type 9 Company Y Privacy explanation Company Salutation Company v Phone business E Notice Company i Mobile business Road T Fax business Werbesperre Carlo
146. hicles outside the report criteria is displayed 12 6 3 District statistics If configured this report shows all customers grouped by municipality code in the menu item Action District statistics Page 147 of 199 User Manual for CarloCRM 5 2 Reporting Statistic for regions Count turnover Sales per customer 139 Customers in list 7 07312000055 0 0 0 67657 Kaiserslautern Am Kalkofen 76 9999 G 67657 Kaiserslautern Holtzendorffstr 0 9999 gt 07312000048 67657 Kaiserslautern Am Kalkofen 105 9999 U 67657 Kaiserslautern Holunderweg 0 9999 3 67657 Kaiserslautern Am Zimmermannskreuz 0 9999 67657 Kaiserslautern Im Gr bent lchen 0 9999 B 71 0 0 0 67657 Kaiserslautern Bl tenweg 0 9999 57657 Kaiserslautern Kahlenbergstr 45 9999 U Fig 12 53 District statistics The customer number with the area is listed in descending order in tabular form Clicking on Count takes you to the list view with the selected customers Page 148 of 199 User Manual for CarloCRM 5 2 Reporting 12 7 Call Center 12 7 1 Scripts Basic report In the Script Report under the menu item Action Call Center Reports Basic analy sis you can sort by Script Client User or User group and or Date and view the number of answered questions Evaluation telephony guide telephony guide i E ok Client place User y ok Usergroups all v Date F2 Fl Fig 12 54 CC Basic report Settings Mo
147. ices must be loaded Article lient not choosen Type not choosen Type Model not choosen X ok number number 2 Name List Price Price Type Client Type Model not active SONSTIGES 0 00 0 00 3 Type Model T SONSTIGES 0 00 0 00 3 Type Model Fig 3 35 Product management The release of the item for certain type of models is done in the same column Check the box and click on enter change to save If no dealer installations are available for selection the box in the Inactive column is set Page 47 of 199 User Manual for CarloCRM 5 2 Record search 4 Record search CarloCRM offers several ways to search for and find customers and prospects Besides these search options records may also be retrieved from other modules such as the Personal Information Manager PIM or the Lists view 4 1 Free text search To the right of the menu bar at top of the screen you can find a search box Search is automatically launched after entering three characters or more Alternatively the magnifying glass right next to it also starts the search process Search m ll SF Birthday gt clients Fig 4 1 Search box The search is conducted first on the selected filters If for example the filter eroup customers is selected only contacts pertaining to the customer group will be shown Now if a saved filter e g New customer in the middle filter box is se lected the contacts from the customer group
148. ig Fig Fig Fig Fig 12 60 12 61 12 62 12 63 12 64 12 65 12 66 12 67 12 68 12 69 12 70 12 71 12 72 12 73 1321 13 2 13 3 13 4 13 5 13 6 13 7 13 8 13 9 13 10 13 11 13 12 13 13 13 14 13 15 14 1 14 2 14 3 14 4 14 5 14 6 14 7 User Manual for CarloCRM 5 2 List of figures Scripts Statistics Graphical report o ooooooocooccrccocccrccrccccconos 152 Script statistics Aggregated report ccc cee ceecceccecceeccescesceecs 153 SCHIDES WORKING DOLES tdi A EVE ET ER 154 Scripts Results report Settings ccc cece cee cee ccecceeceeccesceeceecs 155 Scripts Results report Contact attempts eee 155 Scripts Results reports Simple evaluation eeeeeees 156 Scripts Results reports Detailed report ooooooomoommommmsommor s 156 Scripts Results reports Detailed report Results list 156 Call scripts Results report Results filter oooooooommommmommor 157 Call scripts Results report Results filter Results list 158 SCADE ALSE A SeCEITIOS cocos rae d er ve PE VER a hes decet o Ed EV 159 SCIIpES 9 EISE Results VISE Ligeris Eo rev Ew ee 159 Scripts List Comments and M ASUIES cceeceeccecceeceeccecceecs 160 LeadiT Report Settings sesion ox in 160 SCHIP CIMA AGSINGIU ee dias 161 Script creation Question definition
149. ig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig Fig 14 8 14 9 14 10 14 11 14 12 14 13 14 14 14 15 14 16 14 17 14 18 14 19 14 20 14 21 14 22 14 23 14 24 14 25 14 26 15 1 16 1 16 2 16 3 16 4 16 5 16 6 16 7 16 8 16 9 16 10 16 11 16 12 16 13 16 14 16 15 16 16 User Manual for CarloCRM 5 2 List of figures Vehicle search Mileage for test drives else 174 Vehicle search Creating an offer eee 174 Vehicle search Offer creation with one day registration 175 Vehicle search Offer creation Contract details 175 Vehicle search Offer creation Calculation 176 Vehicle search Offer creation Price adjustments 176 Vehicle search Offer creation Other aspects eeeeesse 176 Vehicle search Offer creation Information text o oooooooomoooo 177 Vehicle search Management of information text Finance calculator 177 Vehicle search Offer creation Demo vehicle 178 Vehicle search Offer creation Used vehicles 178 Reserva Olarra TE LO QU ria 179 GMENE r 179 Tab OM Opportunity management oooooccocccoccncccccc
150. ile Type Dateiname Tire change csv Dateityp CSV Trennzeichen getrennt csv Autoren Katrin Markierungen Markierung hinzuf gen Titel Titel hinzuf gen Ordner ausblenden Tools v Abbrechen Fig 16 14 CSV Import Downloading the table 16 6 1 1 2 File import Go to Administration Import to upload the CSV file After selecting CSV file you can search the file prepared in the table calculations using the Browse button Click on Next to analyse the file If the CSV file always has the same structure you can select an existing template if any Maindata Groupassignemnt click STRG for more There has to be choosen a group at least if add data should L Client choice for customers looking to usa Contacts Check for duplicates search customers ID only if fields are assigned v select alternative field X rat impart to this table znd alternative search if no customer found in ist search search existir record no search import new record select alternative field Fl not import to this table F overwrite customers data if search is activated V only process found customers create no new customer Import data trom line U imports even the header Conversion 1 Keytield tor maindata 0 i Keyfield for maindata fixed file for correspondance Fig 16 15 CSV Import Settings Separator Semicolon separated Page 195 of 199 Save pattern
151. ime specified event blocks the entire day Entry of a short explanatory information Appointment location further appointment information If you reference a customer the search results appear auto matically The appointment appears also in the customer corre spondence under this reference Reference to a vehicle that the previously selected customer has been assigned Selection of another CRM user in case the appointment falls in an absence period Private appointment The appointment is only displayed and available for this Category login Other users with read rights will only see a Private ap pointment text Selection of an existing category or creation of a new one Follow up appointment recurring appointment in the same period Page 95 of 199 User Manual for CarloCRM 5 2 PIM functions Peter Miller agree to appointment cancel the appointment Reason ax Fimpel 7 several with CTRL Key Invitation Fig 9 5 Appointment creation Invitation Invitation Invitation of other CRM users to the appointment These must confirm their attendance a checkbox is provided to that end Use the red X to cancel any invitations Export calendar entries are exportable in the vCalendar and ICal for mats Click on the name to open the Save Open window As you click the button enter change the event is saved and shown in the calendar 9 6 2 Releasing a calendar This function can be called thr
152. ined under Personal Cumulative settings a EY e a INTE all 00 02 04 06 08 12 Fig 12 27 Sales targets in the PIM The PIM shows the sales figures for the current month Click on the tab Cumulative to insert the ACTUAL TARGET values for the current calendar year Page 129 of 199 User Manual for CarloCRM 5 2 Reporting 12 2 Business reporting 12 2 1 ABC analysis ABC analysis can be found under the corresponding menu item Action ABC analysis Top clients can be displayed according to their business unit Statistics on top customers Client overall v ok ls ch mmm Eigen ee id 3 m Aba Time period 5 years 5 years 3 years 1 Year C ims ms l Parhaana ia eie et cwm Ideni turnover J Bm sua Purificada p a es Purchases visits turnover ee A Grade customers 44 481 8 733 388 68 32 191 650 920 00 12 134 40 273 77 1 0 0 00 0 B Grade customers 184 319 6 009 344 55 132 111 1 064 576 89 52 i 6 154 21 1 0 0 00 0 C Grade customers 1749 1295 21 965 735 97 1228 521 5 873 991 77 521 73 30 658 51 29 0 0 00 0 misc 21171 120 2 665 902 23 19779 0 0 00 20586 538 163 340 83 21140 0 0 00 21171 A duced c Mc e EM GM A HEN Mr PLN Ec A Grade customers F A Grade customers A Grade customers F A Grade customers P A Grade customers P A Grade customers ios B Grade customers F B Grade customers P B Grade customers B Grade customers F B Grade customers P B Grade customers
153. information from vehicle exchanges the dealer must complete the fol lowing preparations Fetch E Mail POP3 Create a separate E mail address for example inquiryeautohaus com and provide the POP3 data o Server IP Address o Login o Password Configure a vehicle exchange account accordingly so requests are directed to this e mail address Enter the POP3 data in CRM under Administration General settings in the E mail retrieval POP3 area o for queries to different storage locations clients define POP3 data per storage location client co i i o more 1 2 3 E 5 6 7 i Server Address IP i Mailserver Login The password will not be displayed To change it just type in a new one Client place not choosen notchoosen v notchoosen notchoosen notchoosen notchoosen notchoosen motchoosen notchoosen not choosen v Fig 3 19 E mail retrieval Settings Requests are retrieved every 15 minutes and listed in the menu item Action LeadlT under own campaigns Page 36 of 199 User Manual for CarloCRM 5 2 Configuration 3 12 Retrieval of contact form information If so desired requests can be presented under Action LeadlT using the contact form on the dealer s website 3 12 1 Requirements The requirements for the retrieval of contact requests are e Create a separate e mail address for example contacts autohaus com and provide the POP3 data o Server IP Add
154. ing order 12 6 1 2 Charting Under the menu item Management Modular eraph a new chart is created or an existing one modified New Chart Filter Test AstraUmsatz 08 09 nachZlPKaiserslautern v Of diagram Chart Title Automatically generat X axis Sum y Account Datum Y Annually gruppiert nach Vehicle Datum EZ y Subtitle Automatically generati Bar Chart Stacked Bar chart percentage Caption X axis Automatically generat Y axis gruppiert nach Address Plz Saeulendiagramm avid Vehides summarized in Upper Groups Baeulendiagramm stacked MON e Anomalia generat Saeulendiagramm percent show enter Line graph Show legend Pie chart 7 Vehicles summarized in Upper Groups Fig 12 47 Modular graph Settings Filter Adoption of previously created filter X axis Page 143 of 199 User Manual for CarloCRM 5 2 Reporting Function Choice between count sum maximum minimum and average List field Display of the fields from the list view of the filter unless it has been previously selected in function Number of custom ers Period Choose between daily weekly annual and other views if a date field has been previously selected during grouping Grouped into Comparison of several chart results Y axis Determination of the comparison field Chart type Selection of the chart type Name Chart title Saved chart name Subtitle Display under the title by default shows the creat
155. introduced in the header with two Date fields Log Statistics 08082012 5 Standard place 1 00HB 05092012 ES PDF Download several with CTRL Key Fig 12 44 Login statistics For greater clarity search results can be further filtered using the default storage location entered in User management Group and Role All countable login data are presented in both graphical and tabular form Among the representations of Usage time by group Roles as well as Usage time by group per day and Roles per day you can find Customer count tables where all logged in users per day are shown The login time for each User per day is also displayed Incomplete login information will be summarized at the end of the report This in cludes for example users who have not logged out of the system properly 12 5 2 User logins In the menu item Action User logins all users with their last login date and total login count are shown in tabular form Userlogins define date range I N a ok User name Last Login AV AY Herr Peter Miller 05 09 2012 13 43 1711 Aktuell nicht vorhanden ehemals admin2 admin2 10 04 2008 09 47 14 Fig 12 45 User logins You may obtain a better view by limiting the login period 12 5 3 Activities report Under Action Activity report you can review the employee s work Enter the period under review and check the results Page 141 of 199 User Manual for CarloCRM 5 2 Rep
156. ion date Name Possibility of changing the axis label by default assumes the selected values Legend Legend text Click on Show to open the chart and the data table After initial creation and each change the chart must be saved by clicking on Enter Page 144 of 199 User Manual for CarloCRM 5 2 Reporting Result Le Test AstraUmsatz 08 09 nach PLZ Kaiserslautern 06 09 2012 Plz Ox o gt Y 4 2 Hy Bo 3 lt 6 o gt a Y 20000 40000 60000 80000 100000 120000 140000 160000 180000 200000 220000 240000 Sum Account Datum Download PDF CSV Download Test AstraUmsatz 08 09 nachZlPKaiserslautern Sum Account Datum Address Plz Vehicle Datum EZ 2008 2009 Fig 12 48 Charting toolkit Results Results can be exported in two different ways By clicking on PDF download the data table is exported alongside the chart by click ing on Download CSV data can be further processed If you click on the buttons in the results table the list view is opened showing the corresponding customer re cords 12 6 1 3 Chart management Chart management displays all saved charts and their title and corresponding filters Modular graph New Chart Diagrams manage Diagrams manage Chart Title Filter Date Options delete Astra Umsatzsteigerung durch Abwrackpramie Kopie Test AstraUmsatz 08 09 nachZlPKaiserslautern 05072012 10 02 copy Create your own menu
157. ion on its parameters in the chapter Corre spondence Create letter a letter is placed in the Outbox awaiting printout Select the previously created mail merge template in the field Document A customer correspondence entry is created Appointment for user an appointment is entered in the selected user s calendar Complaint for user a customer complaint is assigned to the selected user Complaint for user from filter a complaint entry is entered the user is however selected from the filter and the corresponding filter field is se lectable Set event status after selecting the event and its status the macro execution creates a corresponding entry Offer and sale contract for user a new customer offer is created the user is eligi ble as are the parameters of the potential transaction E mail e to open address the e mail address can be entered directly For submission to multiple addresses use the character as separa tor e to customers it will use the first registered e mail address of the customer for submission If none exists no e mail is sent e to users the user is eligible only users with a valid e mail address are displayed e to users from filters here the user is obtained from the filter re sult If the user has no e mail address no e mail is sent e to user group if a collective e mail address is available for a user group this will be the recipients address In addition all
158. ions 0 Fig 13 2 Script creation Question definition The link Standard answers can be used to set predefined answers Answers can be individually weighted This information can be later retrieved for scripts statistics 13 1 2 Conditions You can set any number of Conditions which can be combined in four different ques tion conditions In the selection field select the question and answer value that should meet a certain condition The value is checked for accuracy depending on the setting equal to not equal to Moreover a Note text can be added This will be displayed as the specific condition applies to indicate whether the entry is rejected or otherwise to simply provide information re conditions Werkstatt Zufriedenheitsabfrage back to the telephony guides Rank 4 Y condition hint text Action reject submit if v 2 Reference not choosen v same to v and 4 not choosen v same to v and enter not choosen v same to v and not choosen Y same to v reject submit if v 1 Soll Kunde im Rahmen dieser Aktion angerufe same to nein dauerhafte allge and B not choosen Y same to and not choosen v same to y and not choosen v same to v show text in case of v 1 Soll Kunde im Rahmen dieser Aktion angerufe same to v nein dauerhafte allge and 2 not choosen v same to v and Der Kunde wurde gleichzeitig f r alle zuk nftigen Tel not choosen v same to v and not choosen v s
159. ions Letters are then opened in the text editor and can be printed If you click on all completed all entries are set as complete without executing any actions 15 2 Central E mail fetch Go to User Fetch E mail to fetch e mail from the central e mail server of the com pany If the sender s e mail address is stored in the CRM system the e mail is imme diately assigned to the corresponding customer and will appear in the correspon dence list E mail attachments are packed in a zip file and can be opened in the cor respondence list by customers Mails can be assigned to CRM contacts in the following ways The email will be sent as a BCC or directly to CRM This email is automatically as signed by CRM as outgoing mail to the customer insofar as the email address of the customer is stored in CRM The mail will be forwarded in CRM the subject line contains the email address of the person to whom the mail is to be assigned This e mail address is removed from the subject after the e mail assignment All e mails that could not be assigned contain a search field at the end Use it to find a suitable person to whom the message could be assigned After assignment the e mail is transcoded to the customer and the e mail address is stored directly in the customer master data Consequently further emails to this new email address are now automatically assigned to this customer Page 185 of 199 User Manual for CarloCRM 5 2 Oth
160. ions by model for all sales persons are displayed E Download PDF Contract customers 0 0 0 0 0 Fig 12 8 Sales process reporting by model Page 120 of 199 Customers Test drive Offers total Offer Contract with offer Lost Other Contract without offer Contract total Contracts Customer Contact Contract User Manual for CarloCRM 5 2 Reporting All customers prospects whose contact refers to a vehi cle Count of test drives agreed for a given period Total offers issued percentage over total customers Total of all sales processes currently in the Offer phase All closed and won processes for which an offer was pre viously created percentage over contract total All closed and lost processes Total sales processes in any of the following statuses Stand by Under negotiation Closed and Lost Other customer Closed and New offer Closed contracts without previous offer percentage over customers Total of all sales contracts with or without previous of fer percentage over total customers or offers total Count of contracts per customer Count of contacts per contract The results are shown graphically at the end of the table customers 10096 20 test drive 30 096 6 offer 100 0 20 Fig 12 9 Sales process graphical reporting by model Page 121 of 199 Customers Test drive User Manual for CarloCRM 5 2
161. is possible to display data fields This applies to the subject line and to the description field Here we distinguish between macros that are triegered in the Call centre and the rest For Call center triggered macros the following fields are available Master data manager last name first name ibetreuer Master data manager first name last name breteurervn Invoice number frechnung_nr Invoice order number rechnung_anr Invoice amount frechnung_betrag Invoice date frechnung_datum Page 112 of 199 User Manual for CarloCRM 5 2 Macros Master initials frechnung_meisterj Type frechnung_artj Area rechnung_bereich Order text irechnung text Manager irechnung betreuer Client irechnung mandant To that end there must be only one order field in the filter list view which is linked to the script so that it fills this value Otherwise all remain empty The same applies to vehicle data A vehicle field must appear in the results First release ifahrzeug ez Type ifahrzeug typ License plate ifahrzeug kennzeichen Mileage fahrzeug_kmstand HU ifahrzeug huj Transfer fahrzeug_uebernahme VIN fahrzeug_fahrgestell Seller fahrzeug_verkaeufer Last visit fahrzeug_letzterbesuch Brand code fahrzeug_markencode Additionally you can insert fields from the call script Complete script questions and answers if the macro is called after a script entry lftext Question and answers from the script ifrage an
162. istributed and processed leads Customer analysis Number of customers under the displayed criteria Weekly report Number of the salesperson activities within the last week of the selected period per day Page 142 of 199 User Manual for CarloCRM 5 2 Reporting 12 6 Other 12 6 1 Modular graph The modular graph provides several chart types for the presentation of statements In this respect the following considerations can be made e Which statement must be supported with the chart or which statement is ex pected presumed e What else must be stated or examined In essence the statement will always be a comparison with the chart toolkit providing structure ranking time se ries and frequency distributions e Which chart is chosen for the comparison type 12 6 1 1 Creating filters The modular graph requires one or several filters as it should filter the results using the filter conditions as much as possible In fact all charts must be built and deliv ered on filter results Among other things this is for clarity reasons but it is also ad vised that copy only mandatory data into the filter results On the other hand there is no other mechanism to select a given date invoice range For the chart data to appear in the correct order and scale e g postal code by size date January February March the corresponding values in the results list of the Filter Wizard must be presented in ascending descend
163. lain text so that CRM shows the full name rather than the pure salesperson number 3 8 ABC settings Using ABC categorization for overall statistics in the customer overview requires re placing the installation default settings under menu item Administration ABC set tings with your own Any ABC calculations take place at night ABC customers are classified as new car used car parts and workshop customers The criteria underlying this classification include characteristics such as customer sales visits and title Customers can be further divided into private and corporate customers which are differentiated by their address salutation 3 9 Funnel settings A sales funnel is used to gradually reduce a large customer population to a manage able size in a manner reminiscent of a funnel or a sieve In this case you may intro Page 34 of 199 User Manual for CarloCRM 5 2 Configuration duce up to six filters or constraints The result can be found in the Sales funnel under the menu item Action Name 4 Y Date 4 Y Filter Action level 1 to 6 1 not choosen v 2 not choosen v 3 not choosen v add new 4 not choosen v 5 not choosen M 6 not choosen level 1 to 6 A Level clients 17 08 2012 11 23 1 Test PK mind 2 KDET 2 Test PK nur 1 KDET v 3 not choosen k info texts 4 not choosen v 5 not choosen v 6 not choosen Fig 3 18 Funnel Settings 3 10 LeadiT settings During LeadIT configuration i
164. late region you can introduce changes to the form or add new form fields by changing the HTML source code In this example the master data fields of the customer should be available This is accomplished by clicking on the right area tr gt lt th gt Name lt th gt td name td tr tr th First name th lt td gt vorname lt td gt lt tr gt Fig 10 5 HTML template The HTML template preview appears as follows guide pattern delivery Letter number Radio code card Key Fig 10 6 Form Preview 2 If you open the form from the Customer overview the fields first name and name will be automatically filled and could be modified as well Page 103 of 199 User Manual for CarloCRM 5 2 Forms and workflows If these are read only fields the box Display only must be checked before the field is transferred to the template Additionally the fields ID and chassis number are shown in the sold vehicle form This requires defining a relationship with a vehicle so that a list of all customer ve hicles is displayed Moreover a reference to invoices or correspondence entries will be created In the form template three pull down menus are set in the far right area Select the appropriate fields to appear on the form Fig 10 7 Filter fields for forms After selecting the fields Identifier and Chassis number the form looks as follows lt tr gt lt th gt Licence number z th
165. lected users If a forward action was entered under Administration Macros filter this will be con sidered here so that all occurring follow ups from of the selected users will be trans ferred to others The Preview box is checked by default to ensure that the follow up entry assignment is verified The number of customer follow ups per user is listed in a table After execution click on the button Enter to create the correspondence entries All created follow ups can be displayed and deleted under the menu item Admini stration WVL Campaigns analogously to mail merge and e mailing processes The number or records assigned is shown in the Details column Page 89 of 199 User Manual for CarloCRM 5 2 List view 8 6 Deleting After filtering the customers to be deleted click on the button Delete marked re cords to delete the customers with all associated data The selection is done on a page by page basis N All datarecords from the actual filter gt Page 1 Datarecords per page 10 ok Display additional fields v Remove add fields v ac pt Hom Create additional condition Change content y Multisort Arrange data in groups v First name Company1 A Y Separate company Testfrau Kaspar 1006745 Sonnenklar GmbH 1006782 Sonnenschein Susi 1006793 Profalla Sabine Y V 1006795 Sonne Susi Page 1 Records 1 To 6 From 6 incl Exclusion mark all this page
166. ll correspondence 4 Il Il n l entries by employee for a range of se i L i PISS SAS PE es gt lected campaigns s EEE ee e e Fig 12 5 Monthly performance single employee Several reports can be selected simultaneously You can export report data to PDF by clicking on the PDF button 12 1 1 3 Tabular reports Below the chart you can see the tabular representation with employees down the side and values in columns Campaign Probefahrt User 4 Y Contact 4 Y Contact finished 4 Y Count customers 4 Y Contact per Customer 4 Y Miler P Peter al 7 gt 28 8 57 a 1 2 i A 3 2 33 se ran E TH E m i 34 n EGRE E Fig 12 6 Tabular reports Contacts Correspondence count for filtering Click on the link to access the customer list view As you hover over it with your mouse a transaction type breakdown is shown e g notices phone calls etc Contacts finished Here you can see the completed contacts count in absolute value and as a percentage over total contacts Count customer This contains the total customer count for filtering purposes Page 119 of 199 User Manual for CarloCRM 5 2 Reporting Contacts per customer Contact count per customer Procress The bars indicate the conversion progress from open to com pleted contacts 12 1 2 Sales process evaluation Sales process reporting is available under Action Sales process evaluation and serves to obtain an overview of c
167. lor 2 overall initial Licence registration number AY Nr brand code Type Model AY AY AV z d selling price Action AT E offer 0 test drive effer buying contract 1 438 N Corsa Selection 110 Jahre 3 t rig 1 0 TWINPORT amp I 12 389 00 0 OPEL ecoFLE 2 Details OOHB WOLOSDLO846003835 regular tax car Info Price Info Finance Calculator reservation LL 1438 N Corsa Selection 110 Jahre 3 t rig 1 0 TWINPORT LL 12 839 00 test drive offer buying contract OPEL ecoFLE Details 0 car Info Price Info Finance Calculator DOHB WOLOSDLO8A6007526 regular tax reservation Fig 14 20 GME VC Select the configured vehicle to create and associated offer or a sale contract Under the selected vehicle ordered and existing vehicles with comparable criteria are dis Page 179 of 199 User Manual for CarloCRM 5 2 Vehicle trade played Stock vehicles sold over CRM but not yet transferred to Carlo or for which Carlo already stores a document can be excluded from the search results using the link Omit sold vehicles or Vehicles with document The creation of offers and sale contracts for reconfigured vehicles is similar to that of stock vehicles 14 3 Overview Offers and sale contracts By creating an offer a new sales process in the offer phase is entered in the cus tomer s offer amp sales contracts OM tab Testfrau Siegrid No 6871
168. ltering larger larger equal smaller smaller equal filtering based on comparisons with entered values contains enables the entry of several comma separated values between the filtered value must fall within a specified start and end value range Input field for between two fields the filter values are entered here for character chains words and can be used as placeholders for dates the correct for mat dd mm yyyy must be specified first 100 values depending on the field selection the first 100 values in the da tabase will be shown if the user clicks on one of them this will automatically pass to the input field Function Entry of a number instead of a date Day all entries for the day specified regardless of month and year Month all entries for the month specified regardless of day and year Year all entries for the year specified regardless of day and month Day difference Month difference the current date is taken by default i e the filter can deliver different results depending on the execution time Day difference without year refers to the date fields Day and Month alone Day today Refers to the date field Day alone Month today Refers to the date field Month alone Close bracket if several conditions exist the bracket can be manually set im portant for conditions connected with logical OR Logical operator and or and not or not defines the logical combination of con
169. ly booked are also maintained If the events module is Internet enabled e g Web site check the box Enabled for the Internet to indicate any Internet execution eligible events You can delete an event using the Action column to the right Furthermore you may view all people involved in a particular event by clicking on the link Show list Page 33 of 199 User Manual for CarloCRM 5 2 Configuration 3 6 Categories The menu item Administration Categories allows managing categories for the dif ferent program modules Categories are available for selection as required through out the system For example in contact processes we find the correspondence cate gory to help define new entries After selecting the module all previously entered categories will be displayed and the first line will be available for new entries The number below Usage indicates the number of records e g number of contact proc esses where this category was chosen E E E Fig 3 17 Categories For existing categories you can select from two options under Action Click on the red X to delete a category Keep in mind however that this is only possible if the category is not in use Otherwise overwrite the linked records with other existing category and then remove the old one 3 7 Salespersons In the menu item Administration Salesperson you can transcode salesperson num bers especially in VWW brand dealers in p
170. ly targets are set you can copy them into the next month by clicking on the button Copy gt gt As soon as all targets have been successfully assigned the sales targets for this use are stored by clicking on the button enter change 12 1 4 2 Total targets Here all sales targets for a given brand in the selected period are aggregated shown by model and compared to the actual values Page 125 of 199 User Manual for CarloCRM 5 2 Reporting overall CHEVROLET RD HONDA overall overall overall all all all MUST 12 MUST 20 IS Fig 12 19 Total targets 12 1 4 3 View all users If you select the entry All in the user list you will reach a summary table where all actual and target values by model are aggregated and compared by user 2012 2012 2012 2012 2012 2012 2012 1 2012 NER March April May June July August September November T T T T MUST IS MUST IS MUST IS MUST IS MUST IS MUST IS MUST IS IS rrr ARM A AAA AAA AAA A AA eee ee eee AA AA rel rri RAS um 0 Fig 12 20 View all users 12 1 4 4 Distribution index You can use the distribution index to easily distribute sales targets to several users at the same time To that end you must enter the distribution index itself and a total target by model With the distribution index a monthly percentage value is defined to distribute a part of the total target per month Key
171. mal Fahrzeughandel X Not choosen v E Miller Peter y no x no vehicle reference v Not choosen v i 540 Buying contract Opel Corsa 12 540 00 2089 Buying contract 12 540 00 ying P eae as ne Closed amp won M 1 2 1 240 00 1 A Miller Peter New busines Cente see m M orrespondence 2 GMEVC Details 100 1 00HB_2089 145 x z offer Opel C Selection 12 540 00 2088 ofer 1 590 00 offer Opel Corsa Selection normal 06 09 2012 Closed and another offer v 1 0 00 Configurator 20 09 2012 at ined orrespondence 1 neve s m pondence 1 Fig 6 15 Offers and sale contracts In the Offer phase you may directly create further offers or sale contracts from the OM tab or the Customer overview for the corresponding vehicle Page 66 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Open offers are also shown in the PIM There a colour code indicates whether the offers are still valid or overdue by 14 days DMS Carlo Closed offers and sale con tracts are no longer shown in the PIM Furthermore you may also display all correspondence associated with an offer If you do so the view changes to the correspondence tab 6 10 Project management PM In list form you can manage the projects for the selected data You may enter vari ous parameters in addition to project name and description In the column nfo you can organize the project staff Optionally
172. matically created for each customer To that end the Category and Subject criteria may be adjusted In case no correspondence document should be created by customer check the box Do not create individual letters The Campaign selection serves for further filtering and assigns the individual cus tomer letter processes to the selected campaign You may also introduce a reference to an Event If the status is appropriately se lected a new entry is added to the customer s Event tab Likewise the event refer ence may also be assigned to an invitation letter The Labels selection is used to fit several customers in a single page The number of created records per page is user configurable 10 by default Letters may be created not only by customer but also by filtered invoice of vehicle Thus a customer may be contacted several times if necessary Click on Preview for a document preview Verify as required and then confirm crea tion Page 86 of 199 User Manual for CarloCRM 5 2 List view Click on the Create circular letter button to create a personalized mail merge proc ess This process may take some time depending on the number of records involved Click on the Mail merge link to open the associated file The result is a RFT file which can be opened by most word processing programs The letters appear sequen tially by page so that they can be printed in one go The created document appears in the corresponding custo
173. ment groups provide an opportunity to classify documents and files in an arbi trarily deep hierarchy of document groups Each new entry is assigned a document group in the first line Besides position and name this newly created group can be subordinated to any other group If the new group must appear at the top level the Top group entry must be selected default selection for a new entry Page 28 of 199 User Manual for CarloCRM 5 2 Configuration Document groups Rank Description AY AY Maingroup Client Av Action is maingroup X all y v add new 1 Service letter is maingroup M all Y 7 x 2 Marketing is maingroup y all v v x 3 prospects Marketing M all y v x 4 clients Marketing all X v x Fig 3 8 Document groups All existing groups already in the system are listed below line by line The group hi erarchy position and name can be changed at any time If the active box is un checked this group is not available for selection in the program modules Before deleting a group please verify the placement of the documents under such group 3 3 3 Document display The menu option Management Document display will show a list of all existing CRM mail merges classified by document group Click on the blue mail merge name to open the original document 3 3 4 Circular letter Filter Besides the creation of mail merges in the list view you may establish predefined launch times in the menu Ma
174. ments Form fields are automatically filled from the links For example an individual word document can be created 10 1 Creating a form Access form management under the menu item Administration Forms where new forms can be created and existing ones modified formulars Name 4 Y Permission Search customers Overview Customer fields pattern Action fields condition gt y Auslieferung for all users guide pattern Preview Export fields condition x A Y Bewertungsprotokoll for all users guide pattern Preview Export Fig 10 1 Forms management Besides the Name name of the form and Rights which user group can see this form two additional check boxes are available Search customer allows customer search directly from this form Customer overview shows this form directly in the overview page of the client so it can be automatically filled with customer data To the right appear the following values Fields Definition of the values in the form Conditions Execution of follow up actions upon certain conditions Guide pattern Graphical form adjustment Preview Display a preview of the completed form Red X Delete the form Export Export option for administrators 10 1 1 Creating form fields After creating a new form define the fields that will appear on the form Page 101 of 199 User Manual for CarloCRM 5 2 Forms and workflows Let us take a vehicle transfer protocol a
175. mer correspondence list If the filter with contact person fields is enabled a separate document is created for each contact person Created mail merge documents can be accessed under the menu item Management Created circular letters 8 4 E mailing As we have seen with the mail merge process you may address all customers in a personalized fashion via an e mailing campaign Under the list you can specify vari ous parameters for e mail submission Moreover you may attach documents managed in CRM and local files As for mail merge a new entry is added to the customer s cor respondence list Delete Filter gt Potsdam Circular letter Reminder Campaign All datarecords from the actual filter gt Page 1 Datarecords per page 10 ok Display additional fields v Remove add fields v ne men Create additional condition v Change content v Multisort Arrange data in groups v N Id Name First name Company1 Salutation o av A Y A Y AV A Y Separate company 1 6871 Testfrau Siegrid Frau E E o no Les faa alse etfs aia cap eg Scat esa a cn te an nd sl dni nd ie an adi nn nil nd le an i ul s end er piunt Tat Tee een es a ee Sie BREMEN ee E Seo MEE um e SM oil c E adu EOS A EI LIC LN EIN teen ETE gen E ER um _ er naa 60 1006795 Sonne Susi Frau lt l Page 1 Records 1 To 6 From 6 fincl Exclusion mark all this page Remove all m
176. mer reference The delivery date is shown in the correspondence list search by customer number or name Car Search for an existing vehicle by chassis number VIN Category Dropdown box which must be previously maintained by the administrator under Administration category Page 181 of 199 User Manual for CarloCRM 5 2 Vehicle trade Notice Additional information In addition to the settings you can find the Calendar of the logged in user including the preview of deadlines in the delivery calendar Click on Enter to display the appointments both in the delivery calendar and in yours To delete an appointment click on the appropriate day of the delivery calendar select the appointment and in the appointment window click on Delete appoint ment 14 5 LeadIT Inquiries to LeadIT will be fetched by default automatically every 15 minutes These will be listed under Action Lead assignment The button Fetch new leads can be used to manually launch the process for example to retrieve status changes 14 5 1 Settings Leads Filter Campaign all Type Apply filter Ow 13 Leads gefunden Action No Dealer Campaign Customer vehicle Interested in Additional data Miller Peter ok 2 Lenhart Annika Lead ID 2590293 TS Hohlstr 16 67685 Schwedelbach tation Angebotsanfrage Estimated replace 2 Quotation No action 1 DE0621 00 opel de date 24 08 2009 Quotat otat ONL Mill
177. mple customers may be filtered by vehicle region and marketing action Moreover filter results may be further processed with any of the actions available in the list view next chapter 7 1 Filter wizard As you invoke the filter wizard in the menu Management Filter wizard a 3 section form opens Offers and mier en Pens Contact person emm peu Phone Guide Phone Guide NA contracts Project Dm cm E Auxiliary filter xi Auxiliary filter icis filter Auxiliary filter Auxiliary filter 2 Broce Ww IN Address _ jp rimary Contact _ Chassis number P number Date Gilde designation Phone Guide Designation jp roject Name bou Zipcode Name Mark Invoice number End date Question Number User Description Date of entry _ of entry AZ Place Title Brand code _ Client Input _ Answer Last Call Vehicle Vehicle Responsible Country First name Type model Type Type Agent Probability Category Designation Post Salutation Date firstregistra Amount Category Manager operator No answer basic Type Beginning _ Description Department Date maininspection Area Done Comment Phase Answer Datum exhaustpipes Unt Subject Source EE reator Vehicle Mileage Date Description Amount Date of entry Type gt BB Markletter_ transmi IL ocation Vehicle Amount IST IP rogress Cate
178. n Campaigns v all and inactive v Usergroups all Date Follow up Date Result Date employee comparison Itemized list 1 MA i r Time course of 1 employee per day rape Type of 1 employee per month several with CTRL Key show Fig 12 1 Campaign reporting Configuration 12 1 1 1 Settings All campaigns whether taken from Carlo originally available in CRM or created in dependently under the menu item Management Campaigns in Campaign administra tion can be found under Action Campaign management By default only active campaigns are shown in the selection list If you wish to view all campaigns executed for a certain period click on All also inactive Furthermore if the campaign name All remains selected all correspondence entries are included in the report indexed by relationship As a rule employee contacts are produced without a campaign reference To that end a campaign with the name Unassigned is provided Source Enter here the lead contact type Select Opel if dealing with a LeadIT contact Type Those referring to LeadIT as source can select the Lead type User User group all users are selected by default You can restrict the scope of the report by selecting a particular user or user group Page 117 of 199 User Manual for CarloCRM 5 2 Reporting Client use this field if the Company has several clients or storage loca tions Date follow up date
179. n e The customer calls and the CC tab pops up with the following script selection e The customer calls and manual selection of the corresponding script from the customer overview e Selection of the menu item Call center 13 2 1 Calling customers After a customer call you can find all available scripts in the tab CC The correspon dence date is already added during the call Click on this date to display the answers provided If you want to define a new entry for this script click on New entry Testfrau Siegrid No 6871 records 19666 E Call Center telephony guide 4 Y Status Action 001_AAA _Erfolgsauswertung 7 show 28 06 2012 Insert 06 09 2012 2009 10 Komplettradverkauf an NW Kunden IR Phone report Fig 13 9 Calling Call Center tab Alternatively the script can also be selected in the customer overview and answers are stored anew Call Center 001_AAA _Erfolgsauswertung gt New Anruf nach Fzg Auslieferung gt New E Mailadressen Import Download Hauptuntersuchung more Protocol 27 07 2012 08 04 Antwort von Peter Miller Lorig 10 07 2012 13 26 Antwort von Peter Miller Anruf nach Fzg Ausli 0 ne NATY AMAA Anhbuneb van Natar Millar nm AAA I A a ES jv ES JE es Fig 13 10 Calling Master data tab If you move your mouse over the info window Protocol all call attempts and all com pleted calls are shown in detail 13 2 2 Calling customer group
180. n Anruf nicht sinnvoll ist so ist der Kunde in seinen Stammdaten mit einem Eintrag Schwarze Liste 2 zu versehen damit er zuk nftig nicht mehr vorgeschlagen wird Hier ist wichtig dass Sie allgeim nachfragen obder Kunde zufrieden ist Fig 13 6 Scripts creation Hints Hints are displayed to the right of the header as symbols Move your mouse over them to view their text contents Fig 13 7 Scripts creation Display hints 13 1 7 No answer out If you wish to mark a call script customer as finally unreachable press the button No answer in the call center By default the answer Not reached finally is entered In this case the customer will not reappear in the call script until the number of days set under Script management new answer after x days has lapsed Alternatively you can define a period in the No answer setting so that the customer reappears ear lier in the script Needless to say you can use this button to remove customers from the script for any other reasons e g incorrect phone number without answer exclude Werkstatt Zufriedenheitsabfrage back to the telephony guides Name 4 Y Bo Reference temporary not reached finally wrong phonenumber Fig 13 8 Script creation Definition of No Answer Page 164 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts 13 2 Launching scripts Call Center menu There are several ways to assign a script to a perso
181. n in writing p thi issemination signature since 14 01 2010 2 9 2 10 more ontact report with detailed correspondence 2 001 AAA Erfolgsauswertung 7 New 2 Anruf nach Fzg Auslieferung 7 New 2 E Mailadressen 2 Import Download Hauptuntersuchung more Fig 6 1 Master data overview Further detailed information and related functional areas are defined in the various tabs In addition to the right of the customer number is displayed the number of records currently found in the database or pertaining to a filter selection process The user can navigate back and forth within these records with the arrows to the right of the main navigation menu The administrator may unlock each record view tab by appropriately configuring the user rights under User administration Each tab will be further discussed in the following chapters 6 1 Overview The most important record data are displayed here in read only mode These include address contact information phone number mobile phone number fax number and e mail address depending on the software version contacts statistics ABC analy sis information on privacy policy and certain soft factors data Below the last three vehicle purchases contracts correspondence and offers sale contracts complete the overview If you move your mouse over the Info window in the sections additional information such as invoice text or offer da
182. n forward it to the relevant customer Call incoming call Letter Creation of a letter from a template see Chapter Mail merge Filter For the automatic transfer of corre spondence subject and description use the following document fields lt lt korrespondenz___betreff gt gt and lt lt korrespondenz___beschreibung gt gt Document A file is provided sent from the PC to the server and added to the contact process send E mail Submission of e mails with attachments from the CRM system or from local storage Complaint Creation of a complaint further details provided in the relevant chapter Appointment Here opens the calendar which is discussed in the chap ter Calendar the customer relationship is established through an appointment and shown as well as a corre spondence entry 6 1 2 Contact person If record contacts are entered they appear in a table in a block set in the upper right section Next to the name and the department several icons are displayed rep resenting all contact opportunities Click on these to enter a correspondence record in the correspondence view To the right the registered birth date of the contact person is displayed which incidentally also appears in the PIM birthday list of the respective manager 6 1 3 Overall statistics If the summary view is appropriately configured an ABC customer analysis is pre sented grouped by division This illustrates under which ABC
183. nagement Circular letter filter Thus for customers in the selected filter the desired mail merge is automatically generated via macro execution A correspondence entry is stored for each customer record For letter printing the responsible employee must go to User Outbox Circular letters Filter Filter Circular letter ee Bee Correspondence last execution Action Customer all 1 days O only once or _ 1 Insp 12 Mon Chevy new Ato dayof Category dead ofthe month not choosen U split records not a single letter per otherwise 0 Subject add new customer OR manually Campaing no assignment w new 2d al 3 days 0 only once or Ato dayof Category 1 Insp 12 Mon Chevy v drums Subject gt 0 or manually 29 12 2012 v Achtung jetz komme ich ir 2005 05 Mail Eintauschpr mie f r alle y split records not a single letter per customer Campaing no assignment ri Fig 3 9 Circular letter filter Page 29 of 199 User Manual for CarloCRM 5 2 Configuration If you enter Frequency per customer and select an existing category or create a new one this filter mail merge link will be displayed in the menu Manually circular letter and can be manually started from there Create circular letter manually Category Filter Circular letter Action Jetzt Verkaufsoffensive Q1 TG1 Loyalit tsmailing Create circular letter 29 12 2012 2005 05 Mail Eintauschp
184. nccnccco ros 180 Vehicle trade in the Overview tab e eee eee eee 181 Delivery calendal sense Saee dira vehat a Steal etie e tao dde eate n 181 LeadIT Lead Assignment oooooocooccorcorccoccoocorccoccorconccoocoocoso 182 LES SCC Nee 183 LeadIT Correspondence entry oooocoocooccoccncccnccoccnoconccnccnocoso 184 Los of Held CNANG CS nun 186 Installing Updates man ahnen 187 Creating and changing users ceccecccccccccesceccceccesceeccescesceess 187 Usera ind 188 WISER NOLS Eee research 189 User TOP Wal dingue vd e EU eu 190 Menu administration e i onda et eia id aa em pa iid e b OEE 190 User rights MENU rights 2er ee EEEE 191 Duplicate display Master data eee nnne 192 Duplicate display Vehicles Invoices eere 192 Duplicate display Two or more duplicate records 193 Duplicate display List u 193 IMPOLE sra da ola NS 194 CSV Import Creating the Table Correspondence import 195 CSV Import Downloading the table eren 195 CSV Import SEEN nee 195 CSV Import Assignment Correspondence import 197 Page 16 of 199 User Manual for CarloCRM 5 2 List of figures Fig 16 17 CSV Import Table creation file import ooooooccoocmmommmosmooo 198 Fig 16 18 CSV Import Assignment File iMport cece cece cece cece ceeecees 198 Page
185. nd summary screens E mail address is relevant if e mails are to be sent from CRM e g correspondence Rights group determines access rights within the application In addition exact rights by user can be set via the link by the rights selection Navigation search and filter selection can be restricted Finally tab and filter categories can be blocked and al lowed In the link Groups Clients you can specify a default storage location for every salesperson which is particularly interesting for companies with multiple locations This value is then defaulted in the of sales contract form of the vehicle search Use the red X to remove users from CRM Before you do so you can transfer the re sponsibilities for all created correspondence and complaints as well as the master data manager to new selected users This practice however can lead to erroneous information It is advisable therefore not to delete old users but to disable them instead Our next topic user groups assignment can be found on the right icon next to rights settings 16 3 2 User groups Click the link in User management to open the user group management and assign ment The following table lists all user groups The assignment of the group to the selected user is controlled by the Assignment box which can be separately checked or unchecked for each group Changes must be accepted by clicking on the button Enter Change As usual the first line is use
186. ndicates whether offers are still current or 14 days or more overdue 9 10 Complaint management All complaints under the responsibility of the logged in user and pending are dis played with creation date customer name and complaint number in the PIM Hover your mouse over the information window to view all complaints stored therein Complaint Entry Gengnagel Stephan 07 03 2011 14 19 unbefriedigend i Qualit t Fig 9 11 Complaint management Page 99 of 199 User Manual for CarloCRM 5 2 PIM functions 9 11 Filter Results list of filters for which the user is authorized can be shown in the PIM To that end select one more filters under User Personal settings 9 12 Sales targets The reference values for vehicle trade previously set in the menu item Action Sales targets are displayed here for each user and compared to the actual values Here you can view the current month or the year to date report Sales targets September 2012 Current Cumulative 1 CHEV el c INTE all 02 04 06 08 l 1 2 Fig 9 12 Sales targets Page 100 of 199 User Manual for CarloCRM 5 2 Forms and workflows 10 Forms and workflows User defined forms can be used to represent reflect personal circumstances For ex ample you may use them to create approval powers car delivery protocols or de livery notices A form is first created and then linked to a vehicle and or any related docu
187. nliche E Mail Angebot Erste pers nliche E Mail Nachfassen bei ausbleibender Kundenreaktion o Folgekommunikation auf erste pers E Mail Alternative Terminabsprache Nachfassen bei ausbleibender Kundenreaktion o Terminbestatigung o Alternative Terminabsprache o Terminerinnerung o Terminbestatigung o Nachkontakt Probefahrt o Terminerinnerung Nachkontakt Finanzierung Erste pers nliche E Mail Inzahlungnahme Nachfassen bei ausbleibender Kundenreaktion Erste pers nliche E Mail Nachfassen bei ausbleibender Kundenreaktion Verf gbarkeit Erste pers nliche E Mail Allgemeiner Kontakt Erste pers nliche E Mail own Nachfassen bei ausbleibender Kundenreaktion o Verkauf o Einladung o Service Fig 3 28 E mail Toolkit E mail submission Description Description Template E mail toolkit Display of all OPEL provided standard e mails and his own before the templates created in the E mail toolkit Sender mitarbeiter amp prof4 net v Peter Miller Subject Ihre Probefahrtanfrage f r einen Opel Baureihe Variante Modell Motorisierung Clipboard Description pattern Email modular Probefahrt Erste pers nliche E Mail Ist das Wunschmodell bekannt Ja Haben Sie das angegebene Wunschmodell verf gbar Ja Sehr geehrte Frau Testfrau mein Name ist Peter Miller ich bin Ihr zustandiger Verkaufsberater bei Prof4Net GmbH Mein Verkaufsleiter hat mich gebeten f r Sie eine Probefahrt mit dem Opel Baureihe Varian
188. ntries while existing bulletin board entries are shown below New entries require a title description and a creation date by default the current date is chosen Entries may have up to three attachments e g agenda business record etc selected from the local computer or the CRM server The User group determination dictates the assignment and display in the PIM The new entry must be confirmed with the button Add new From this point on the bulletin board entry is visible in the bulletin board As a pre requisite the actual date must fall between the Show from and Show to dates Click on the red X to delete the entry from pinboard The subject will be show in the PIM The exact text appears as you hover over it with your mouse 9 4 Online user Any user who comes online appears immediately in the list of Online users Adminis trator and employees pertaining to the PIM Administrator group have the right to logout inactive users by clicking on Logout and thereby releasing inadvertedly used licences for others 9 5 Messenger If the communication tool Messenger is enabled it appears in the lower right sec tion of the PIM and the Start portal The messenger window can be used to send short messages to other users Short messages that fail to send for example because their recipient is not online are delivered the moment he she comes back online Page 93 of 199 User Manual for CarloCRM 5 2 PIM functions
189. o provide the necessary comments Complaint In Name 1 366 unzufrieden mit der Werkstatt Product no productrelaticn Description Bei dem letzten Besuch war sie sehr unzufrieden Status open Stats few state open Files Browso Date zaan Pls o oso Erano Target timc 01 07 2012 35 36 o A Appointment in calendar Type Antrage Client rot choosen Anruf Kunde U Reperalurqualil l Li iar eur Instruction La STAR RATI L Preisgestaltung L Servi bot ah LI Serviceange Actian Answer U Termingestaitung m Internal Measures Gewihrleistung Kulanz UJ Sonstiges U Nacharbeit O Gutschrift Priurily normal Cost renter nat chonsen w Responsible Miller Peter em Hew Miller Peler r Final Controlers nat ranasen v O Final inspection was carried nur 7 email to new user Vehicla was just sold racenty E Cause person Miller Peter eslirialed cusls Fntry VELA OT 15 34 from Miller Peter Car renlal cus ls x delete Sheer Qualily Cunlrul not choosen Fig 6 19 Processing a complaint Activities performed on a complaint will be entered in the Action Reply field and stored in the corresponding action log with their date time stamp and user name In this area you may select different statuses e g final acceptance that were pre viously entered by the Administrator Click on the name to open the correspondence window
190. on Click on a template to use it for e mail submission You must enter a subject line and add any attachments to be sent along As you click on Launch E mailing the mailing is generated and sent 3 20 3 E mail status Submitted e mails can be found under the menu item Management E mail status AY Details User Filter Group State of emails Action 06 07 2012 13 35 test Georg Schmidt State of emails without Correspondence 3 04 07 2012 13 12 Kroatien Georg Schmidt State of emails without Correspondence YH Fig 3 34 E mail status Page 46 of 199 User Manual for CarloCRM 5 2 Configuration In addition to the Submission date Name with preview User and the associated Fil ter you may review the E mail Status here Click on the name to view whether the E mails were successfully submitted The Action column offers two entry cancellation options On the one hand if you click on the red X the e mail is deleted from this list and the correspondence records of all related customers are removed On the other hand if you choose Without correspondence X the E mail is deleted from this list but the entry in the customer correspondence is retained 3 21 Product management Under the menu item Management Product management it is possible to enter products to be selected during the creation of quotes and sales contracts under Addi tional dealer installations To that end a CSV file with names and pr
191. on fields next to the navigation options You can add further fields to the view which will be appended to the end of the ta ble header Furthermore you may insert additional field conditions which will be presented in the list view After selecting the filtering field a new window opens to enter the corresponding conditions Active conditions appear in the column header from which they can be removed if so desired Alternatively you may review all additional con ditions in the list shown next to the selection field Select the one you wish to delete and proceed Conditions remain active until a new filter is selected If so authorized users may change the field content of the active customer list This can be done by selecting the field to the right of the conditions selection field Changes to the field content are valid for all customers appearing on the list You may restrict the data to be changed to the selected customer by checking the box set the box in the first table column Page 82 of 199 User Manual for CarloCRM 5 2 List view In addition you can sort data by up to four fields Sorting is recognized not only through the individual arrows in the table heading but also through the lamp symbol set to the right of the multiple sorting button To cancel multiple sorting simply click on the regular sorting arrows whether ascending or descending on the column heading The grouped display can show list data grouped
192. on for user customer carer Category not choosen not choosen 5 m Campaign 04 09 2012 t E L E cd cados cra ibs sig bh agp ie sec ab a AS eh opi abs ee pi ee rer soak Y 2 distribute remaining customers to following users subject Description no assignment or Insert E F c K E F 5 everal with CTRL Key s 2 Forwarding Campaien gt SS an several with CTRL Key Event i no reference v Invitation enter preview Y Fig 8 7 Campaign follow up distribution The follow up is a correspondence entry whose follow up date must be specified In addition to the selection of category subject and description you may also assign an event and a campaign to a correspondence entry new campaign can be created so that its validity period equals the current date This however can be later changed under Campaign administration Campaign assignment simplifies subsequent process reporting e g campaign reporting Next to the correspondence parameters you may find two input fields with CRM us ers 1 direct customer assignment to the following users customer manager Here you can select the user defined as the customer manager i e this cus tomer is assigned the follow up action for his her own customers 2 remaining customers split evenly to the following users All customers whose manager was not assigned in step 1 above will be split evenly to the se
193. on text Finance calculator Click on the link to open a table where you can upload additional files If the sales person checks the box in this information field this document is also available for printing If the administrator enters the string XXX in the text field this serves as a wildcard and the employee may enter any additional text in this field Choose GMAC or Santander Finance to open a separate window with the bank s home page where you can start your financing request as usual In the sale contract the box Other offers is checked by default so that other open offers are closed upon the sale contract creation If you want to keep these in open status uncheck the box manually Page 177 of 199 User Manual for CarloCRM 5 2 Vehicle trade If pictures are added to the vehicle card jpg format these are available for selec tion and can thus be incorporated into the document 14 1 3 2 Demons vehicle Sale contract In costing the demo vehicle template is used whenever the flag Demo vehicle is checked Here data entry is identical to that of a new car 7 m W Demonstration Fig 14 17 Vehicle search Offer creation Demo vehicle In addition to the payment agreement it is expressly stated that the vehicle must be used as Demo vehicle Test vehicle Rental vehicle The corresponding value is manually highlighted with a pen on the sales contract or the other two fields are crossed out 14
194. opens Key field select also records without values in table and the correspondence table stands available for selection If checked the filter will show not only customers with correspondence entries but also those without any entries in the correspondence table for these the list column appears blank Key fields 1 Master data Vehicle Correspondence v additional Master data Vehide Master data Correspondence test filter temporary filter Fig 7 4 Index fields In case several table fields from different tables are selected as conditions or column selections which may lead to additional indexes a selection appears next to the index field to indicate how this could be constructed The default value proves ap propriate most of the times For example if values from the tables Vehicles and Or ders are selected the following default index is not possible e Master data Vehicle e Master data Order Instead the index should include a product reference as this is available in the Or der table Accordingly it is possible to use the following combinations e all sales for a customer and his vehicle data Master data Order Vehicle or Page 76 of 199 User Manual for CarloCRM 5 2 Record filtering e all vehicles for a customer and his sales Master data Vehicle Order In the second case there are no Customer Master data Order indexes i e it might well be that a vehicle b
195. options you may enter phone and fax numbers e mail ad dresses and Web pages Soft facts Date of birth 03 12 1938 E Place of birth Potsdam Hobby Badminton X Notice Job Kraftfahrer Business Advertising Lock Carlo Ll Advertising Lock Carlo Customer locked in Carlo E Customer locked in Carlo Y Sharing personal data 7 History Details Sharing personal data 4 Document Privacy explanation enter change Fig 6 5 Entry of soft factors Soft factors can be filled arbitrarily you may also use the comment field to insert multiline comments Here in addition to the advertising block and the customer block you can enter the data protection consent If you check the box by Transfer personal data or click on the field Details a new window opens where you can enter further data details 3 Privacy Statement Legal Consent 7 Allowed to use your personal information for any general marketing purposes EN In you agree with a written contact E Du you ag ee wilh a lelephone con lect Sharing personal data M Do you agree to a transfer Eo a third party for these purposes 7l ls there a current signed data protection dause File Date of the last query of the Data Protection dause 17 08 2012 13 54 Document Privacy explanation enier change Fig 6 6 Data protection consent By default all boxes are immediately checked although you may individually uncheck any of th
196. order as required Depending on the installation you will only see the first ten entries available The remaining entries are available via navigation Move your mouse over the invoice field to view the invoice text Testfrau Siegrid Statistics a No 6871 records 19665 Orders Vehide choice Vehicle Filter X ok 4 Products found Date Filter Range all v Type all v ok Page 1 gt gt records 1 to 10 from 33 Datarecords per page 10 Date 4 Y Order 4 Y Invoice 4 Y aie place 4 Product 4 Y 7 A Range 4 Y ze A E A Ea A User abbr 4 Y Arbeitawert 0 00 AW 15400 29 StVZO FAHRZEUGUNTERSUCHUNG DEKRA Durchlaufender Pos 56 00 DEKRA m AW 84000 47 SIVZO ABGASUNTERSUCHUNG MIT GEREGELTEM KATALYSATOR 50 AU B Garage SUMME Arbeitswert 0 00 92 50 KD_KAUF 0 011 4 62 Fredi Hofmann gt Ga sin D 29 09 2009 WVAN080346 WVRG076003 Opel 00HB E5KL D 420 Signum EZ 12 10 2004 2 ES 459 53 KD KAUF 0 002 4 61 Claus H bner Fig 6 11 Orders tab Below the sales table a customer statistic with ABC values is displayed Page 59 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer 6 7 Correspondence The correspondence list represents all incoming and outgoing communication proc esses These include for example all phone calls e mails and letters but also offers and sale contracts All existing entries will be displayed in tabular form Click on the small
197. orm To do this click on the field Conditions in the form area Firstly select the appropriate macro from the pull down menu Secondly you must determine the macro execution schedule The letter should be created whenever the answer to the subsequent activity Letter please ensure a 100 identical spelling Start workflow delivery Follow up action same to v letter Fig 10 16 Adding conditions The final and completed Word document looks as follows Delivery protocol Name Testfrau First name Siegrid Acknowledge receipt of documents stated below for the vehicle and confirmed by the signature the correctness of the values License number KL S 476 VIN WOLO Letter number 134 Radio code card no Key yes Fig 10 17 Created document Page 108 of 199 User Manual for CarloCRM 5 2 Forms and workflows 10 2 Defining workflows Use the menu item Management Form Workflows to define new form entry proc esses first row As usual all existing workflows appear below Workflows Permission Valid from to 4 Y first activity for all users v E E not choosen Interessenten CRM for all users y 01 01 2007 15 31 12 2050 E New customer Interessenten v Fig 10 18 Defining workflows After entering a name granting access rights setting its scope can be left open and the first activity you can define a workflow The first activity determines whether the workflow starts as a new customer recor
198. orting Activities Report Open as PDF Period of time 01 01 2012 E 05 09 2012 E User Miller Peter v Client place not choosen y ok general information for the period new prospects number of logins 275 new privacy statement entered 4 master data changed 6 number of offers 1 1 number of test drives 0 6 E mail addresses deposited numbers of purchase contracts 0 activities of the sellers number of open re submittals 6 pe 39 WET audes 2 amp Maen 5 pobielitades E ater worked off templates 1 Angebot 2 offer 3 Pers Kundenkontakt 4 5 Leads created appointments 26 1 empty 2 Probefahrt 3 Auslieferung campaign results Angebot i7 EEE 57 14 Juli 2007 EN 100 00 Kaufvertrag us Y 00 00 amp Probefahrt is E o offer un Y 00 00 amp Fig 12 46 Activities report General Information Number of created prospects offers made test drives sales agreements etc Salesperson activities Created tasks All tasks this employee has created Correspondence manager regardless of for whom Processed follow ups All follow ups the employee has processed during the period regardless of whether he she is the manager Created appointments All appointments the employee has created Campaign results All entries on this campaign including any follow up ac tivities the number may be different from that in gen eral information Lead results Number of d
199. ory and Overview of weighted responses target comparison of responses Satisfaction evaluation of service advisors Which answers belong to which service advisors Customer list to answers all the questions What kind of customers who responded how Automatically generate C Evaluation as XLS Fig 12 59 Script Statistics Settings 12 7 3 1 Settings Place the storage location for the customer or invoice Group Select a group of users instead of individual employees User Selection of employees to be evaluated Telephony guide Selection of the scripts under evaluation Calls net corresponds to the number of calls effectively per formed by the user As soon as a response is provided to a calling customer it is assigned to this statistic Not achieved Total temporary unreachable calls follow ups and fi nally unreachable contacts in which the comments field holds the number of temporarily and finally unreachable calls Contacts reached at a later time are automatically removed from this statistic Without an answer Finally unreachable customers Reasons Display of reasons entered during script creation and later selected reasons Page 151 of 199 User Manual for CarloCRM 5 2 Reporting Answer entries Number of saved answers Answers in detail Overview of answers to all questions Time distribution time distribution of the answers provided previously en ter wei
200. ough the menu item User Calendar release or di rectly from the calendar in the PIM Authorisation to other calendars ax Fimpel authorisation to write 2org Schmidt authorisation to write Authorisation of other users for the personal calendar Access for user authorisation to write verkauf8 Sarah Dechent alt 6666 admin4 Sarah Dunkel Y Y Fig 9 6 Calendar release The overview will display the links to other released user calendars Next to the link you will see information on the calendar rights granted e g write rights for full access to the calendar Click on the link to access the calendar of the corresponding owner In the view below you may control the access of external users to your own calen dar Next to the user list there are two check boxes where you can specify your cal endar access rights i e read or write If you select write rights read rights are automatically checked for this user Alternatively you can open other released calendars in the PIM calendar area or through the calendar selection in your own calendar Page 96 of 199 User Manual for CarloCRM 5 2 PIM functions 9 6 3 Open appointments All appointments to which you were invited appear under the point User Calendar List of open appointments List of open appointments created on Description Start for User Acknowledgment yes no Description Date 7 04 02 2010
201. oup data In short groups are used to classify and filter different data records Page 25 of 199 User Manual for CarloCRM 5 2 Configuration Administration of Usergroups and add fields Rank 4 Y Description 4 Y private group 4 Y add field active 4 Y Action Administration of additional fields 7 7 E possible after new entry 1 Clients v Administration of additional fields v ind records HE 2 Prospect new v 2 Administration of additional fields 7 ind records 9 Fig 3 4 Maintenance of customer groups 3 2 1 Additional fields For each customer group you can create any number of additional record customer prospect fields After a new group is created it is still possible to manage any additional fields per taining to this group record Administration of additional fields The following table lists all the additional fields Check the box to assign them to the selected group Furthermore you may enter additional fields that will only be valid by default in the current group Administration of add fields for this group clients Back to the groups N Rank Description Type Size Reassien this field to this group Action MS aN 33 Text y Size 30 Add new 1 advertising lock Selection Targets 2 Size 30 v Fig 3 5 Additional fields In addition to position and name you need to specify the field type Use the selec tion to introduce the individual
202. per group Sales target Evaluation provides the period for the sales targets considered results for the periods considered are confronted to this period results are represented in a tabular form for each se lected user controls the percentage chart display user to be considered in reporting or all show only sales targets for this brand or all show only sales targets for these models or all In the aggregated report the cross model cross brand target achievement of each user is evaluated ACTUALS provide the sales results and TARGETS the sales targets Right below you can find the business target achievement details Page 128 of 199 User Manual for CarloCRM 5 2 Reporting Operating standards 0 CHEVROLET FORD HONDA INTERNET OPEL CHEVROLET Is MUST Miller Peter Ao 3 3 3 8 33 12 Sum Sales targets 8 33 1 12 Operating standards met 0 00 1 0 Fig 12 25 Aggregated results Under their graphical comparison you can find a table listing the achievement of individual employees for particular type models If the box Display chart is checked a pie chart is shown under the table to reflect the user s share in the aggregated actual and target values overall OPEL IS overall OPEL MUST 0 100 Fig 12 26 Aggregated results Chart If employees have been assigned sales targets they can view their own ACTUALS TARGETS comparison in the PIM This setting is def
203. r mie f r alle Achtung jetz komme ich Create circular letter split records not a single letter per customer Fig 3 10 Manually circular letter 3 3 5 Created circular letters A listing of all the created mail merges can be found under Management Created circular letters Here creation date responsible user document name and associ ated filters are displayed Use the red X in the Action column to delete this entry and remove the correspondence for the relevant customers If you wish to delete the document alone choose Without correspondence AY User Document Filter Group Action 04 09 2012 08 37 Peter Miller HU test SB HU nachster Monat 3 everything without Corr without Corr delete document 04 09 2012 08 35 Peter Miller HU Birthday everything without Corr without Corr delete document Fig 3 11 Created circular letters 3 4 Campaigns In CRM campaigns are used to perform planning and analysis of contact processes Page 30 of 199 Campaigns alid from to 10 09 2112 PE E Category Not choosen Title y Y Description 4 7 Category Y 10 05 2012 PM Mm OPDE cmac 11 11 2011 72 E User Manual for CarloCRM 5 2 Configuration ok Show all For user groups Target Action Fl Management L1 Customer Service EDY Secretarial Accounting Sales external Garage Marketing Mechanic PIM Administrator Client al
204. r 4 contains Y NW 12 M L Fig 7 8 Help filter 2 As you click on Test filter Temporary filter or save the main filter the correct filter results are shown 7 3 Displaying filter results If the filter was saved it will appear in the selection list of the search box between the search field and the group filter selection no filter 0 Test M Brief im April 0 Test M Kunden Mai Fig 7 9 Filter selection The list view is called as you select the corresponding filter Initially a search field search will only search within the filter results If no filter is selected however all records are displayed in the filter search results Even if an individual customer view is called only customers included in the results data appear The number of records meeting the filter conditions is shown under the record name in the individual view Next to it you can see a link to the filter list Click on List to access the list view Similarly the list can be accessed by clicking on the link set to the right of the navigation arrows 7 4 Filter management Properly authorized users can view and modify all their filters under the menu item Management Filter management Name of filter Description of filter Category created by Date AY AY AY AY AY Master data Werbesperre Carlo same to 0 and Birthday Master data Kunde gesperrt in Carlo same to 0 and Miller Peter Peter Miller 17 08 2012 13 23 ch
205. ranslate the six digit type model code into plain text as this is not transmitted from the source systems except Carlo by default To ensure uniqueness it is advisable to enter the first three characters of the VIN number in the Construction year column if several exist separate them with commas This transcoding is then shown in separate views 3 15 Prospect creation form Fields in the new customer form can be defined as mandatory by marking the corre sponding checkbox A distinction is made between private and corporate clients This setting is available in the menu item Administration New prospect form 3 16 General settings The system allows the definition of individual and customizable settings which in clude amongst other E mail server data _ Next Carlo i JM customers import with delete process E To delete more than 1 Next Carlo MV Import with deleted running To delete more i than 1 Server Address IP Mailserver Login Mailserver Password The password will not be displayed To change it just type in a new one Fetch E Mail i R deme emen semen nemis temas sames nemen semen semas sames semen asman smia semas semas semne semas nemen semas semas semas ease semne nemus sames somes sema semas samne temat amas
206. reated offers sale contracts and test drives com pared with the customer count Please note that the accurate report information requires the correct maintenance of vehicle data under Administration Vehicle ad ministration 12 1 2 1 Settings Settings include period vehicle status user group and storage location Sales process evaluation 1 lun AQ from 01 09 2012 E Vehicle status User group place Sed i to 30 09 2012 r3 orf hrfahrzeug Customer Service MaxTest Neufahrzeug konfiguriert lAccounting Opel Neufahrzeug jexternal s 00HB1 m Mietfahrzeug Secretariat O1F1 1 several with CTRL Key 7 Show open sales activities for Miller Peter 7 show values with percent show F Download PDF F XLS Download Fig 12 7 Sales process evaluation Settings Two checkboxes can be used to extend the search results Display open sales activities extends the results to include open offers and test drives of the corresponding employees Display percentage values shows percentage values for absolute values in the report 12 1 2 2 Reports Individual reports can be exported to PDF by clicking on PDF download button a by model All sales transact
207. rent cus tomers indeed or a relationship between them exists If you establish a relationship this will be displayed under the additional information of the customer overview including a link In the vehicles correspondence and invoices tabs all data from these sections for all related records will be displayed Even if there are more than two duplicates in the system for a given record you must still compare two records together in the first place although all duplicates are Page 192 of 199 User Manual for CarloCRM 5 2 Administration still represented side by side CRM data is updated via the nightly import Run an additional duplicate check before making further decisions on any customer Navigation throush the doublets zur ck 3 636 vor 3 2142 Mutz Reiner 12749 Mutz Reiner 18714 Mutz Reiner assigned to Hide List assigned p E pom Jr az 7 Reassignment of groups 2 gt Reassignment of groups 2 7 Reassignment of groups 1 ji 2122 03128 002142 112749 203138 1012749 18714 303138 1018280 Salutation Herr Herr m Herr Herr Herr Herr Ps PEN Eres gt m ides Gms cars gm Heins n ser hr n Idm be TUE E AA 3 we A er E mm Puce MX EMI a a a NE fiie ME Reiner Reiner BE Reiner Reiner i Reiner Reiner ES a sn pear Re Sees eee AE 5 a en eb E Ge Fig 16 10 Duplicate display Two or more duplicate records The company administrator
208. ress o Login o Password e Configure the website s customer account so that requests are directed to this e mail address e Enter the POP3 data in CRM under Administration General settings in the E mail retrieval POP3 area o for queries to different storage locations clients define POP3 data per storage location client To introduce dealer specific customizations please send a test E mail to CRM sup port 3 13 Vehicle management Under Administration you will find the menu item for Vehicle management In CRM the maintenance of vehicle data is relevant because the underlying table is used during the introduction of blank offers and sale contracts but also in numerous reports sales process analysis sales goals self potential analysis charting kit E sj CAPTIVA CHEVROLET Fig 3 20 Vehicle management By default this table is filled as CRM is installed However you may also use the first line in the table to introduce additional vehicles in the system During the configura Page 37 of 199 User Manual for CarloCRM 5 2 Configuration tion of new cars with the OPEL configurator defined transfer costs will be automati cally included in offers and sale contracts Is the type of vehicle is marked as inactive it will no longer appear in the sale con tracts list or in sales process reports 3 14 Type Model list In the VW environment this list is used to t
209. rkstatt no productrelation 2 Miller Peter Miller Peter 28 06 2012 15 37 from Miller Peter Status open 7 Bet dim iii das Anfrage normal 28 06 2012 15 37 53 days 31 Anruf Kunde 01 07 2012 15 36 gt Kundenbehandlung 1 315 defekte Lampe EI KL D 850 OMEGA e 2 sy 7 Obwohl der Kunde v F Bitte k mmern Sie dosi E 19 01 2010 11 13 19 01 2010 13 38 0 1 days 22 a bitte auswahlen gt 19 01 2010 13 31 19 01 2010 12 03 invoice Schmidt Georg Schmidt Georg 19 01 2010 11 13 from Schmidt Georg Fig 6 18 Tab Complaint management The tab Complaint management lists all customer complaints In the Action column the responsible employee or the administrator can click on the Change link to open the complaint processing window By default newly created complaints have the status Open As soon as complaint is modified it is recommended to change its status e g assigned in process closed depending on the situation The creation date and complaint time are automatically filled These values are rele vant for complaint reporting If a target time is specified this must be manually changed here Page 69 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer If the complaint is forwarded to a different employee the responsibility changes or somebody needs to be informed of its creation the field Instructions may be used as required t
210. rloCRM 5 2 Reporting colours in script management these will be shown here for the corresponding an swers l I without answer Notice Measures ok Reason lok now sent a present Fig 12 72 Scripts List Comments and Measures At the end of the table you can enter comments and measures After clicking OK the entries are stored 12 8 LeadIT Report Go to Action LeadlT Report to download a report from the LeadIT portal To that end you must select a category date format type campaign and the storage loca tion This report will be shown as a link temp leadreport pdft Click on the link to open the PDF file Leads Filter Campaign all v Source all M Type all X Status all MOI all User all Retailer all y Estimated replace date r E Import r3 E ok Apply filter U Detailed evaluation Fig 12 73 LeadlT Report Settings The report is part of LeadIT and CRM and has no influence on the design or contents of such report Page 160 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts 13 Call center module Call scripts 13 1 Managing call scripts First of all you must create a call script To do so go to Administration Call Scripts to open the Call scripts management page Each line represents a script and the first line is used for new entries The name is mandatory time constraints valid ity determine the displ
211. rom Carlo Selection list with 5 speed 6 speed Easytronic and Automatic Cylinder capacity specification from to Name of the vehicle owner Ordering party 14 1 1 Display of vehicle search results After entering the search criteria users are presented with a preview list regardless of the search form used Move your mouse over the type model name and a separate window opens with equipment characteristics and vehicle warranty information Page 170 of 199 User Manual for CarloCRM 5 2 Vehicle trade gt Brand code OPEL v Type Model Meriva Initial registration Year KM Fig 14 3 331 vehides total ilter delete Type Model Opel Meriva Search criteria Brand code OPEL Type Model Meriva 26 vehides found 26 x Opel Meriva First registration 2 x 2009 2 x 2008 2 x 2007 2 x 2006 5 x 2005 1 x 2004 12 x without Color 4 x Metro 4 x Starsilber 3 x Royalblau 3 x Ultrablau 3 x Lichtsilber 2 x Saphirschwarz 2 x without 1 x Green 1 x Ardenblau 1 x Schwarz 1 x Mintsilber 1 x Magmarot Status 12 x Neufahrzeug 9 x Gebrauchtfahrzeug 3 x Mietfahrzeug 2 x Neufahrzeug Vorlauf KM 18 x 10000 km Price 10 x 5000 EUR Power 21x lt 50 PS 5 x 100 130 PS Car type 25 x without 1 x Coupe 3 x 60000 90000 km 3 x 10000 30000 km 2 x 30000 60000 km 8 x 20000 30000 EUR 6 x 15000 20000 EUR 2 x 10000 15000 EUR 1 OPEL MERIVA EDITION 1 6 5 G 2
212. rows on the table header to sort data by any field You can select one record per checkbox in the first list column In doing so you as sign the selected customers to a new or existing group whereby the group affiliation is extended Existing group assignments are not changed but new ones added Page 83 of 199 User Manual for CarloCRM 5 2 List view You may select de select multiple records simultaneously in the current page by clicking on Select all and Deselect all Any additional customers in subsequent pages will not be affected The selection change must also be accepted This can be ac complished with the same buttons or via page navigation The newly assigned customer count will be shown after clicking on Assign Moreover you can insert certain customers in an exclusion list if a user defined filter is enabled The assignment to an exclusion list will be saved with the filter i e as the filter is later invoked the checkbox in the first column for these records appears marked and the rows show in red Excluded customers will not be considered during mail merge and E mailing processes Furthermore these will be ignored by the Call center module records 1 to 6 from 6 customers 3 mark all this page remove all marks this site Submit changes apply filtered datarecords to a group Select datarecords in the first row which shall be used create new group
213. ry Category 2 Evaluation Display and selection of the labels that have been previ ously stored in CRM settings Complaint list Selection of graphic reports 12 4 1 2 Report The desired condition graphics are displayed in the middle section after clicking on show Underneath there is a tabular presentation of the complaints on the above specified conditions Under the user report there is a complaint table by causal agent or ori gin Count Distribution avg solution time Status open Status assigned Status busy Status closed Dunkel Sarah e 4 overdue CATEGORY 0 1 Day s nite 2 pur Fig 12 41 X Complaint Report Table For each user the Count field displays all complaints as well as those overdue Over due is defined as an excess over the target time provided during complaint entry Click on the appropriate button to list the underlying complaints These can be treated as a normal filter so that the export mail merge and follow up campaign functions are available The column Distribution shows the number of the corresponding types and catego ries Further information is shown as you hover over the field In addition to the Average resolution time you can see all Statuses and if selected under the conditions the types and categories with the number of existing custom ers Click on the button to access the appropriate filter list 12 4 1 3 Results If the box Complaint list is che
214. s Calling a group of people i e a previously created selection of customers can be better handled through the Call center From the total data pool a new record is automatically assigned after processing a data set When working in teams this will avoid calling any customer twice Page 165 of 199 User Manual for CarloCRM 5 2 Call center module Call scripts CUA A Category all y N Date of filter Export moo 00 P923 5 N Telephony guide User Remaining AP Testleitfaden AP 1 Filter BM Filter AP 1 Remaining Export Activities Fig 13 11 Call center overview Before calling the menu item Action Call center you must create scripts and asso ciate them with filters All valid script filter combinations are displayed here By clicking on a script name a customer is retrieved from the data pool of filtered records and displayed 14782 Werkstatt Zufriedenheitsabfrage Authorisation to other calendars Address 66879 Kollweiler Deutschland CC Notice Max Fimpel authorisation to write Georg Schmidt authorisation to write Master data Name e Master data Vorname a D TRE ASTRA M Phone 1 W gt Maindata Notice gt Protocol Vehicle Letzter besuch 19 Mobile 1 wen Phone Guide Frage Ww Phone Guide Antwort selbstverst ndlich nicht UE Fig 13 12 Call center Master data overview The upper pane contains the customers
215. s to the strict separation of the areas of data manage ment application logic and presentation of results to clients it has been possible to build a flexible easy to maintain product which can be inexpensively integrated into existing software systems Cumbersome time con suming and expensive adjustments are a thing of the past because the software is maintained only at one point i e the server This means that all changes and ad justments to the customer environment are immediately and easily available to all connected users clients once implemented in the server Page 18 of 199 User Manual for CarloCRM 5 2 Introduction 1 3 System Requirements Server e Hardware Dual Core computer e Min 2 GB of RAM e Min 80 GB hard drive e Software Windows XP Professional not Windows Vista e Web server software e g Apache for PHP e Any database system e g MySQL Depending on the number of concurrent users accessing the software server hard ware requirements may increase Client e PC with Internet Explorer 6 x or a similar WWW browser e Mobile devices with graphical display PDA cell phone etc e Screen resolution for best view 1024x768 pixels Corporate network e CP IP min 10 Mbps 100MBit preferred Fast Ethernet Page 19 of 199 User Manual for CarloCRM 5 2 Accessing the software 2 Accessing the software 2 1 Starting the program CarloCRM is a software application based on modern
216. s masters must be selected The point List of customers with answers to all questions generates a list of answers provided for the call script as well as a list of customers providing those answers If printable data is generated a blue link with a timestamp is generated at the bot tom of the page Click to open the print preview in a separate window There check the report sections you wish to print If you create a PDF file all report sections are checked regardless of whether checked or not 12 7 4 Scripts Working hours The working time report measures the time elapsed between CRM login and logout Click on the blue coloured working hours to view a detailed list of working hours per day Working hours XN ND Datum 14 09 2012 E 14 09 2012 r3 Mitarbeiter i m i g Miller Peter mitarbeiter prof4 net Telephony guide Not choosen X ok Not choosen v Login v 14 09 2012 rz 14 54 x User name Working hours Count of no logout after login AV AV AV User group Sum 3h 16min 0 1 Miller Peter mitarbeiter prof4 net Sales Management PIM Administrator 3h 17min 0 Fig 12 62 Scripts Working hours To add subsequent login or logout times enter times after employee selection 12 7 5 Scripts Results report The Scripts Results report is divided into three sections e Inthe upper section you can enter the corresponding report criteria e n
217. s an example Customer data should auto matically appear on the form next to the fields Letter number Radio code card and Key These three fields will be created in the Fields area You can select different field types for each field created double number field preaticaly field file field Fig 10 2 Field types in form Number field Number field Text field Text field single line Big text field Field for multi line text the number of rows and length is defined by the field size Date field Date field dd mm yyyy with date calendar to select Date time field Date field with time dd mm yyyy hh mm Selection field Pull down menu with defined values Checkbox Checkbox field Double number field Number field with decimal places Readonly field Read only field File field Option to upload a file to CRM german Radiocodekarte 2 479 er azo 7 7 Standard answers 0 x Russian german Schliissel je See E n x Russian Fig 10 3 Field types in form 2 In this example the letter number is a text box with ten characters the radio code card is a template field with two standard answers and the index field is a check box Accordingly the form preview looks as follows Page 102 of 199 User Manual for CarloCRM 5 2 Forms and workflows guide pattern delivery Letter number Radio code card Key Fig 10 4 Form Preview 10 1 2 Formatting forms In the temp
218. s finally closed in CRM negative or positive all customer data that was retrieved from the lead and possibly changed in CRM is sent back to LeadIT and up dated there 14 5 2 5 Uncalled leads Go to Action LeadlT open leads to view all leads for a given period and storage lo cation which are still in LeadIT and have not yet been downloaded to CRM 14 5 3 Integration of vehicle exchanges and contact forms If previously configured by the dealership requests from vehicle exchanges and con tact requests from the company s own website are also displayed under the menu item Action LeadIT with their own campaigns As the leads they are distributed to the employees Page 184 of 199 User Manual for CarloCRM 5 2 Other functions 15 Other functions 15 1 Outbox If configured the Outbox can be found in the menu item User Outbox There all letters and e mails that have not been printed or submitted that is which still have a pending status are displayed Besides Date Customer User Type Category Subject and Content the table shows a selection related to the entry If the Action completed is selected the entries are set to completed but no e mails are sent or letters open for printing For e mails if the action Send e mail is selected they will be sent their status set to complete and thus eliminated from the list For letters select Print to collectively open and print them Click on Execute to perform these act
219. s several or all employees If you select None no report is generated A graph is created as part of the results The bars show the target points for each question Each master has achieved a score per question In the table the score is displayed in red if below the corresponding target point and in blue if above or equal to the target point 12 7 3 5 Aggregated report Scripts If you prefer avoiding any settings upon report generation choose the aggregated report Overall Evaluation Guide Report Overview of questions What questions did it and how many were registered with an answer Overview of responses per question What were the answers to every question History and Overview of weighted responses target comparison of responses Satisfaction evaluation of service advisors Which answers belong to which service advisors Customer list to answers all the questions What kind of customers who responded how Automatically generate Evaluation as XLS Fig 12 61 Script statistics Aggregated report Page 153 of 199 User Manual for CarloCRM 5 2 Reporting In this section the response data is not presented on the screen but passed directly to the print preview provided the call script date and the corresponding user or user groups have been selected Alternatively the invoice date can selected If the point Satisfaction evaluation of service employees is clicked the corresponding service consultant
220. sen Anfrage na assignment T Cal py Anruf Kunde 7 contact result anced entries Product OM invoice CM not choosen not choosen Reparaturqualitat Kundenbehandlung Freisgestaltung Serviceangebot Tenminges taltune Gewabricistuno Kulanz Sonstiges D Hacharbeit A Gutschrift nat choc Opportunities on nok choosen Fig 6 17 Creating a complaint The fields Subject and Description must be filled Additionally select Type and Cate gory to ensure a better more accurate reporting Here type refers to the complaint reason and category to the complaint form Both can be defined earlier in the CRM administration Up to five Files can be uploaded simultaneously with the complaint in the CRM sys tem By default the logged in employee is saved as Manager However you can make an other employee responsible for the complaint Employees with an email address un der user settings will automatically receive an e mail about the situation Further more they will be informed by a pop up window on any new complaints if the option is adequately configured If the set Target time is exceeded the offending complaint will be marked as over due in the report The target time is only activated by manually changing the pre hidden data Page 68 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer To simplify the assignment of a complaint to a specific workshop employee the Me chanic window
221. seseseses 22 A cc CN 22 6 1 1 Correspondence quick entry ooooooocorccocconcorccocconconccnocosconss 53 6 1 2 Contact De sOlTs coo eodera Ev iia 94 6 1 3 Ovetalt SLALISUICS untar lee 94 6 1 4 Additional Information nee ae E E A 55 921 3 Venice Taten ee u ee 55 6 126 Call Center nase ee 55 o Pond atico das 59 Page 3 of 199 User Manual for CarloCRM 5 2 Table of Contents 6 2 Maldad 55 6 3 Additonal dala espia ina 9 7 A TCU PUR 58 A En E ee 58 OO ORG A an sea 59 6 7 Corresponden CE cin A A 60 0 8 SEALISUICS IR P O 65 6 9 Offer and sale contracts OM ssssssesssssessosesoesoeesoseseesoeesoreceesoseo 66 6 10 Project management PM es etas e au aan 67 6 10 1 QujllssifelnziM e aaa 67 6 11 Complaint management CM cccecceeccecceccecceeccecceeceecceeceees 68 6 11 1 EOMIBLAII entes oe UR eses I usb uM D Med DUE 68 6 11 2 Processing complaints cee cec cee ceec cee ceeceeeceeceescesceeees 69 6 11 3 Complaints overview ss ii de 71 6 12 Cal center COI 71 6 13 EV CIES A O 72 6 14 e dan rnc PET 72 no AP DUTIES 73 TV EINER WIZITG ana T 73 7 2 Exclusi n filters vs Help filters v ve 822282 ios 79 732 EXCUSION TINET een nes nies 79 TPP HELD NO 79 7 3 DISBlaying Tilter results ass nen een een 80 7 4 Fitter Management een 80 EISEVIEW T 82 uM Er ccc ccc cc 83 cvm cb pio d ee ee er es ass are 84 8 3 CCUA gii inrc ROT CIT 8
222. shion Contrary to regular entries an arrow appears to its left and table cell shows a coloured background change correspondence Date i 18 07 2012 ME 09 00 to 18 07 2012 5 13 00 Y Priority normal Follow up E E e to E Appointment in calendar 18 07 2012 FE o9 00 Y to 18 07 2012 5 13 00 Y Category Auslieferung v for User Miller Peter E ZI to remind before the event at the beginning of the event or 240 Minutes Classification Type Appointment Cat Auslieferung N Subject i Auslieferung WOLOAHL3562047891 i Das Fahrzeug besonders ordentlich bergeben Description not choosen no assignment no reference Relation no reference i Miller Peter Fig 6 13 Changing a correspondence entry Depending on installation existing entries with a question mark under the table block may be modified The relevant fields are described below Date Process start and end dates e the end date is optional if entered it will be shown in the list e g for ex tended appointments Priority Normal default high and urgent Page 62 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Follow up Entries with these option will be shown at the top in the PIM personal information manager and in the list as a reminder for the employee to action the associated processes e g if a cus tomer requests a call back at a certain time e optionally a
223. sonal Information Manager PIM Fig 2 3 Navigation 2 4 1 Start Portal The Start Portal provides several search criteria to find information in your CRM solu tion Results are displayed in a list below the search area Click on a customer name to go directly to the customer overview Furthermore the Start Portal can be used to quickly access the main program func tions However users may only view those links for which they have been authorized Page 21 of 199 User Manual for CarloCRM 5 2 Accessing the software Start portal CarlocRM 000000 Licence number appointments car chassis number Client Number Name First Name Company Name Company Invoice number offer buying contract Client all v place all early warning system Customers in list ABC Analysis change filters Statistics anniversal ry list Buying behaviour Street fight Fig 2 4 Start Portal Any CPM or WPS data acquired will appear below the main area 2 4 2 Personal Information Manager The personal workplace is also known as the seller s workplace Employees can select their desired PIM components under the menu item User Personal settings By de fault you will find there all follow ups for active users your calendar and custom ers birthdates For further information on this topic please refer to chapter PIM functions Page 22 of 199 User Manual for Carlo
224. spondence There the entire lead content is available n schieBen Quelle Datum 15 03 2012 Beschreibung bevorzugter Kontakt per Brief Y Ergebnis nicht erreicht Kampagne opde slm tst FI Test SLMI Folgeaktivit t nicht erreicht Folgeaktivit t Ziel ffnungsdatum 02 04 2012 EL Zielkontaktdatum 21 04 2012 E ok Zielschlie datum 14 05 2012 Link Konfiguration http google com Kontaktdaten Mobiltelefon privat 2715323200 E Mail misira amx net Bevorzugte Postadresse Y jetziges Fahrzeug Fahrgestellnummer 1HGBH41JXMN109193 Art Neu Kennzeichen DIE 987 K Erstzulassung 25 10 2008 Zulessungsdatum Kunde 25 10 2008 Marke OPEL Modell ASTRA Kundentyp O Bauartt Ry Hubraum 2 0 Motor Diesel Getriebe Handgeschaltet jahrliche KM Leistung 30000 KM Stand 2000000 Farb lack Reifengrobe 20 letzte Inspektion 25 05 2011 letzte HU 25 03 2011 Garantienummer OPabc899 Garantiebeginn 25 10 2008 Garantieende 25 10 2011 Garantieende bei KM Stand 100000 Baudatum 01 01 2008 Interesse Gesamtbudget 0 Konfigurationslink http google com Art Neu GMAC Vertragsnummer 8434587192247 Restlaufzeit Monate 4 Laufzeit Monate 36 Vertragsart Leas SL Kaufdatum 25 05 2009 Auslaufdatum 25 05 2012 monatliche Rate 400 Restrate 10000 Erstrate 5 Zusatzdaten Fig 14 26 LeadlT Correspondence entry After a lead i
225. t is necessary to define LeadIT access rights in the Ad ministration LeadlT settings area This offers the following configuration options Number Number of accesses to download LeadlT Active Enable LeadlT access Notification Name of the CRM user to be informed of incoming leads with a task XSF user Password Access data for the OPEL Firewall User password User name and password for lead retrieval of the company Assignment Storage location code to which the leads will be assigned in CRM Dealer Dealer number e g DE1000 00 E mail Overwrites the e mail addresses information in LeadlT per sons who are directly informed by LeadlT of new e mails Status Indicates whether the access works or shows eventual error messages All fields marked with 2 are related to the second establishment The display of the number of entry options depend on the value of the first Number field At the end of the list a GMAC dealer number is entered to issue financing requests and retrieve the corresponding response from the bank in CRM Page 35 of 199 3 11 User Manual for CarloCRM 5 2 Configuration Retrieval of vehicle exchange information In CRM you may transfer your prospect inquiries to the following vehicle exchanges pkw de mobile de autoscout24 de opelautoboerse de opel de gebrauchtwagen de webmobil24 de Links to other exchanges can be requested to CRM support 3 11 1 Conditions To retrieve
226. t other information it in cludes a detailed breakdown of the number of records updated or deleted 16 3 User management User management is intended for administrators who want to create new users in the CRM system or for example must change existing rights Useradministration jgroup filter show all v User roles show all v User show all Login 4 Y Salutation4 Y First name Date of birth 4 v authorization 4 Y Groups Signature 4 Y Language Client Password 47 v Name a Y Telephone 4 Y User read permission v E english E role pattern without pattern X in case of role data will be taken from add new the role itarbeiter R x dn Herr Pater 17 01 1977 7 mitarbeiter pr Gps mit FORTE mi Wien delete e data to user Miller 0331 1234567 Sait iran oe E i i e au ae i Gr en Settings role pattern Admin v Fig 16 2 Creating and changing users 16 3 1 Creating users The menu item Administration User opens a list with all system users Enter a new user in the first row and confirm by clicking on the button Add new entry The Login is the name that the user must enter in the login screen The corresponding Password is not displayed for security reasons Users forgetting their passwords must enter a new one the old one cannot be changed First name and surname should be filled so Page 187 of 199 User Manual for CarloCRM 5 2 Administration that the full name can be displayed in data entry screens a
227. t report with detailed correspondence rt Subject m Correspondence create entry i per customer Description Export Save Settings i not choosen Insert Lek 03 08 2012 11 31 00 Filter temporaerer Filter 2012 08 03 11 31 00 csv x Fig 8 4 Export with target format selection In addition to CSV and Excel you may create a Contact report as a Word file holding miscellaneous customer data This report is configurable and may be adjusted by field sales staff as necessary A list of all exported files is shown below this window Please note that these may only be seen by their actual users 8 3 Circular letter Once a document is centrally stored in CRM as a mail merge document as described in chapter Document administration it may be used as a template In doing so all mail merge fields defined are filled with customer data and an entry added for each customer in the correspondence list During printing the document created contains all pages of a personalized letter for the recipient customer The mail merge records list will be paged similarly to the list view In the first col umn a checkbox is provided to exclude any records which should not be considered during the mail merge process e g records with missing or incomplete address in formation Therefore this checkbox functions as the exact opposite of the one in the List tab whereby all selected records where assigned to a given gro
228. te Modell Motorisierung zu arrangieren Ihr Wunschmodell steht bei uns zur Verf gung und ist am Terminvorschlag Datum von Terminvorschlag Uhrzeit von bis Terminvorschlag Uhrzeit bis Uhr schon vorsorglich f r Sie reserviert Wenn Ihnen der Termin zusagt dann bitte ich Sie um eine kurze Bestatigung per E Mail Zur Absprache eines Alternativtermins stehe ich Ihnen jederzeit telefonisch zur Verf gung Gerne melde ich mich auch bei Ihnen wenn Sie mir Ihre Telefonnummer per E Mail zusenden Ich freue mich auf Ihre R ckmeldung und darauf Sie schon bald personlich kennen zu lernen For editing text in the edit take over Send e mail externally Thunderbird Y with signature Y the settings stored in the pers signature at delivery from CRM automatically appended to the text Fig 3 29 E mail kit E mail submission Open template This opens after clicking on the template name All fields marked with diamonds must be edited Page 43 of 199 Text to be edited User Manual for CarloCRM 5 2 Configuration Processing option of e mail text External E mail submission Thund Outlook Clipboard signed HTML Email Attachments Customer attachments additional attachments Campaign Attachments E mail submission through the external e mail program Temporary storage of the text in Internet Explorer Transfer of CRM signature in the e mail program Sending an e mail in HTML format
229. te is displayed Page 52 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer Type Model Licence number initial registration Kundenzulassung last mileage vehicle identification number engine codeletter gear codeletter Main inspection due on Seller Of OMEGA S KL D 850 28 05 1999 28 05 1999 22133 WOLOVBM69X1129215 X25XE ML4 01 05 2002 1_0 ZZB Gesch ftsleitung 1_0 OR Signum KL D 420 12 10 2004 91946 WOLOZCF4851020651 2325E M45 01 10 2011 1 0 ZZB Gesch ftsleitung 1_0 List of the last 3 orders Order Invoice ien Product Vi Amount WVAN080722 WVRG076322 KL D 420 Signum first registration 12 10 2004 89 50 WVAN080722 WVRG076319 KL D 420 Signum first registration 12 10 2004 92 50 WVAN080346 WVRG076003 KL D 420 Signum first registration 12 10 2004 459 53 Subject Description 28 08 2012 14 00 28 08 2012 18 00 1 Probefahrt nderung Y Ic B 7 Probefahrt OPEL El Probefahrt OPEL 24 08 2012 14 00 28 08 2012 18 00 O Probefahrt nderung 2 2 Probefahrt OPEL 2 Probefahrt OPEL 22 08 2012 14 00 28 08 2012 18 00 Q em Probefahrt 5 2 Probefahrt OPEL 2 Probefahrt OPEL Entry 2079 Angebot 12 540 00 12 07 2012 7 Angebot Opel Cors 1910 Angebot 0 00 30 11 2010 El Angebot Gebrauchtf 1890 Angebot 0 00 12 10 2010 2 Angebot Mietfahrze Fig 6 2 Overview Last three transactions
230. ter Y All nominal values for the indicated period by the user of this user Dechent alt 6666 Sarah Y Show key distribution View the operational constraints Trademarks show W CHEVROLET FORD HONDA F HYUNDAI F INTERNET F NISSAN F OPEL F SAAB SUBARU TOYOTA MVW Used Demo Fig 12 17 Sales targets Settings In the lower section you can copy the sales target of another employee to the one selected above All systems brands eligible for target management are listed here If a brand is se lected you can set the targets at the model group or brand level depending on in stallation Editing sales targets You may enter or change the sales target for each type model or brand in the text field on a monthly basis TARGET column Next to that you can find the ACTUALS column count of vehicles of this model sold by the user Cumulative total sales target for this model from the start of the selected period and comparison of sold vehicles against target 2012 January 2012 February 2012 March 2012 April Copy gt gt Copy gt gt Copy gt gt je mm a ss ss sl jm mo mom om ommo moo mom om m mm w www jm mom om omomomom mom om m m m m mm www 6 3i 9 9 er 12 FORD all 10 10 5 j 115 15 5 20 20 HONDA all 10 10 5 i 145 15 5o 20 overall 0 26 26 13 0 39 39 13 0 52 52 Fig 12 18 Editing sales targets Once the month
231. the main filter and exclude the first filter data Finally as you save by clicking on Temporary filter or Save the exclusion filter no longer appears in the filter results sort 1 no ascending v2 no v ascending 3 no X ascending Limit 4 from data record 0 Category Spezial y exclude customers from following filters 0 Test M Brief im April Test M Kunden M poup fter Name of filters Filter x Activities Fig 7 6 Exclusion filter 7 2 2 Help filter Unlike exclusion filters which are designed to exclude entire customer records help filters are intended to exclude or include specific results e g invoices To that end use the menu item Management Auxiliary filter and Saved auxiliary filter First you must create and save your help filter Use the dropdown field Records from table to determine which data table must be considered e g invoices vehicles Fig 7 7 Auxiliary filter 1 All stored help filters can be found changed copied and deleted under Saved auxil iary filter In the next step you create a main filter or extend an existing one Use drag and drop to move the help filter fields to the corresponding column in the conditions sec tion select the desired one and decide whether the filter data must be included or excluded include exclude Page 79 of 199 User Manual for CarloCRM 5 2 Record filtering Account t Auxiliary filte
232. the number in brackets displays the unfiltered results count if the settings so specify 12 3 1 3 Marketing analysis of the sample HU letter Customers who receive an HU invitation in the month X and customers who receive an invoice one month after the invitation should be compared In doing so the invi tation letters success is effectively evaluated against an ideal case The following steps are necessary a Creating the filter a Customers who received an HU Invitation Page 135 of 199 User Manual for CarloCRM 5 2 Reporting b Customers who received a corresponding invoice b Creating the report a Filter 1 Customers with invitation b Filter 2 Customers with invoices C Time interval monthly d Sliding date Letter submission and billing occur with a month differ ence This date shift must be compensated in the reporting settings through the sliding date in filter 2 Here the month difference is equal to 1 and the length is equal to 1 month In this report it is key to check the box Display only customers from the first filter so that only customers appearing on both filters are counted 12 3 2 Marketing calendar The marketing calendar displays an overview of all current campaigns in the selected period and their associated contacts Moreover you can display additional calendars and thus obtain an overview of the existing appointments Marketing Calendar Contact E Duration Aug Sep z 10 1
233. tomer you can also access the list view after filter selection Here users can select further tabs designed to help them launch marketing actions including e mail merges e E mailings e follow up campaigns e export functions depending on authorization and installation options Filter gt S HU mit Ansprechpartner List Export Circular letter Emailing Reminder Campaign Description of filte Stammdaten Werbesperre Carlo gleich O und Stammdaten Kunde gesperrt in Carlo gleich O und Monatsdifferenz Fahrzeug Datum_HU ar Ber gleich 1 und Ansprechpartner Hauptkontakt gleich 1 All datarecords from the Page 1 Datarecords per page 10 ok Display additional fields v Remove add fields v Records 1 To 6 From 6 Customers 3 Create additional condition Change content X Multisort Arrange data in groups v incl Exclusion No Id Name First name Company1 Name First name Salutation Mark Type_model Date_maininspection Salutation AY Y Y A Y Separate company Y Y Y Y Y Y Y 1 26005 Comat Composite Materials GmbH Aaronson Aaron Herr KL A 2183 Zafira INNOVATION 1 7 CDTI Firma Fig 8 1 Header of filter results By default the tab List is selected The name of the selected filter appears to the right of the tab Hover your mouse over the information window to view the condi tions stored therein All tabs except for Export provide selecti
234. twort lfid fragerang lfid Script ID fragerang order of the script questions In addition to the fields exclusively intended for call center macros there are items suitable to connect to complaints management e mail submission inserting contact entries and follow ups reminders These must be available in the list view of the filter so that they can be replaced Page 113 of 199 Fields from the correspondence area include Manager Subject Description Category Date of the vehicle License plate Type model Fabrication year Mileage Brand code VIN Order supervisor First name Name Salutation Customer number Title Company Birthday Note Phone_1 P Phone_2 G Mobilephone_1 P Mobilephone_2 G E mail P E mail G Fax P User Manual for CarloCRM 5 2 Macros fkorrespondenz_betreuerj korrespondenz_betreff korrespondenz_beschreibung korrespondenz_kategorie ikorrespondenz datum fkennzeichenj ftyp_modell idatum ez ikm stand imarkencodej ifahrgestell fauftrag_betreuerj vorname name fanrede tid titel firma geburstag ibemerkung telefon telefon2 handy handy2 email email2 fax Page 114 of 199 User Manual for CarloCRM 5 2 Macros Fax G fax2 Adress adresse ZIP plz Location ort Master data manager last name first name betreuer Master data manager first name last name fbreteurervnj Master data fiel
235. u Schrauberei E E I Primary Contact Susi Reifen Abteilungslei v KL P 442 N v Frau Dr Sportliche Leitung E E v Primary Contact Josephin Schmidt Fahrer Y Corsa Sele v x new change Contact persons List 3 Additional data Werbesperre Anruf not choosen v Werbesperre Brief not choosen v Carlo Debitorennummer Fig 6 7 Additional data tab If a main contact is entered here you may use it later as a filter amongst other during mail merge Moreover the first person selected in alphabetical order can ap pear as contact person in sale contracts offers as well as in the contacts report Below all company related additional data are displayed The administrator can en ter and change additional data fields under Group management for master data The display of additional fields depends on the affiliation of the customer to one or more groups Page 57 of 199 User Manual for CarloCRM 5 2 Record view of an individual customer 6 4 Groups In this tab you can assign the record to a particular group For example prospects customers employees etc TEE e La lala Lee No 6871 records 19665 zzi 4 Fan V L L In Rank 4 Y Description 4 Y Assignment m dients v 2 Interessenten m 3 M1 Opel 7 Fig 6 8 Groups tab Group assignment changes need to be confirmed with the Change eroup assignment button Depending on the group to which the customer is assigned diff
236. under Complete identifies the transaction as closed and removes it from the list The Incoming Out going symbol indicates the communication channel Click on any stored e g a let ter files to open them Subject and Description display additional text as the mouse hovers over them The same applies to calendar entries Page 91 of 199 User Manual for CarloCRM 5 2 PIM functions PIM Z EH MIS E 5 List of birth Te cid Reminder 109 Name Seller Date Schorr Gerd Miller Peter 21 08 1952 Subject Date 4 Y Reminder 4 Y Name Description 4 Calendar 7 2012 Q 03 08 Angebot Q 03 08 2012 11 55 5 Testfrau Siegrid nge Reminder 04 08 2012 11 55 Angebot 23 07 2012 14 00 Ls Nachfrage Reminder 24 07 2012 13 00 d rene ee E Ist der 26 ee to other TIE calendars 7 Angebot 27 2m 3m 4m 5m 6m 7m Bm MaxFimpel Angebot Georg Schmidt i m T unconfirmed 28 06 2012 10 07 x gt Notiz appointments Reminder 29 06 2012 10 00 amp Sopal Mex 16 21 22 2appointments from 4 me Mon Tue Wed Thu Fri Sat caw event Q 12 07 2012 15 16 amp Testfrau Siegrid Reminder 13 07 2012 15 16 KCN 14 03 2012 10 59 Angebot N 29 1 appointments for Reminder 15 03 2012 10 59 Angebot a a me 2m Invitations more 104 3 Invitations Opportunities amp Simpel Max ies Notice EEZERH El
237. up Page 85 of 199 User Manual for CarloCRM 5 2 List view All datarecords from the actual filter e z 5 x x x x 5 rs x ACCES ICE x x x x AES i Page 1 Datarecords per page 10 ok Display additional fields v Remove add fields y Records 1 To 6 From 6 Fr E 2 iod A Create additional condition Change content v Multisort Arrange data in groups v Name First name Company1 Salutation AY AV A Y Separate company AT 6871 Testfrau Siegrid Frau 28685 Kaspar Katja Frau i N a A St ee UTD EDU EET EAT M UE zn a aes es a du ee eue gun E ON NAAA T a A m pue o n js uc a 1006795 Sonne Susi Frau Records 1 To 6 From 6 incl Exclusion mark all this page Remove all marks this site Submit changes Select datarecords in the first row which shall not be used hoose circular letter Servicebriefe 22 Category Subject Campaign Event Split poca nein single letter bt MEN Labels multiple records per page Not create individual letters i El Do not deposit individual letters to customer just create complete document Create circular letter Preview M Number of data records 10 Fig 8 5 Circular letter After selecting the excluded customers the document to be used as mail merge template is selected in the selection field The document group selection shows all documents in this group in the second selection field A new correspondence entry is auto
238. ut previous offer Contract with offer Contracts with previous offer d Sales contracts This report shows all sales contracts by sales person for the specified period Page 122 of 199 User Manual for CarloCRM 5 2 Reporting by Model line by Salesman Historical comparison Purchase contracts RNE EEN NE NN NN NN NN EN NN NN STE rj Download PDF Salesman New Used Demo OPEL CORSA Fig 12 12 Sales process evaluation Sale contracts e Open sales activity Depending on the sales persons selected in the report settings this report shows all open offers and pending test drives This report is time independent ee Salesman Operations Download PDF Customers Test drive Miller Peter overall Fig 12 13 Sales processes evaluation Open sales activities 12 1 3 Last sales process The administrator or sales manager can confirm by checking a box sales contracts entered in CRM under the menu item Action Last sales process Only approved sale contracts will be regularly transferred into Carlo through the CRM interface and thus considered in sales process reporting Offer purchase contracts Date 26 06 2012 r E Phase Closed amp won v Status not choosen X User not choosen Client not choosen place not choosen approved not choosen about bear not choosen ok Customer Type Name Amount Action approved 2087 2 buying contract 0 Interessentenfahrzeug ax Assignment O
239. ve your mouse over the individual questions to view the answers distribution telephony guide Werkstatt Zufriedenheitsabfrage 24 7 RE ja Kunde soll angerufen werden 6 nein dieses Mal nicht sinnvoll Kd wird zuk nftig wieder vorgeschlagen 2 nein dauerhafte allgemeine Telefonsperre wird automatisch eingetragen 1 Fig 12 55 CC Base report All script questions are listed and the percentage answered displayed 1 Soll Kunde im Rahmen dieser Aktion angerufen werden j ja 2 66 67 Customers in list Wu EEE KERN MINE Senn ea M t d PEN ri aur Ke du Su e ire ce o ee m pe E UE Maa Fig 12 56 CC Basic report Results list Click on Customer in list to display the corresponding records in the list view which can be further processed from there 12 7 2 Scripts Follow up This report lists all follow ups generated in the call center Go to menu item Action Call Center Reports Scripts Follow up to view a list of follow ups and edit them Page 149 of 199 telephony guide Follow up telephony guide User Client Date Follow up Fig 12 57 Scripts Follow ups Settings User Manual for CarloCRM 5 2 Reporting Besides the Script name User User group and Client results can be further re stricted by Date Here it will be distinguished by creation date Date and the date on which the reminder must be activated Follow up date Click on Ok to show the results
240. vents Customers that were assigned a previously created event will show status information in the tab Events Testfrau Siegrid No 6871 records 19665 Events Event Count Invitation Reminder Promise Payment Participation Refusal Notice Info hli vi Y El Y ag V e ne FI 04 10 2010 15 44 Fruhlingsfest 4 ES Georg Schmidt Fig 6 22 Event status The event status can be changed in this tab but also in the correspondence tab con nected to a contact process There the desired event status will be selected 6 14 Form If forms are defined under Management Forms these can be entered and saved for a particular record Several documents of the same type may be stored Contact persons may be selected if available As you select an existing form and click on En ter the form clears and opens for entry Testfrau Siegrid GK OM PM c Forms No 6871 records 19666 i Iz formulars CM C Events F Form Date Contact persons not choosen 07 09 2012 Auslieferung 04 10 2010 15 57 13 Georg Schmidt show 9 Fig 6 23 Forms Created forms may be opened by clicking on the Show link All forms entered for a particular customer can be viewed and retrieved from the Overview tab Page 72 of 199 User Manual for CarloCRM 5 2 Record filtering 7 Record filtering Users utilize filters to breakdown a number of records into manageable sets using a set of conditions For exa
241. w 10 1 4 Combining forms and documents You can create an individual document from a form To that end the following is required e Create a mail merge with the corresponding fields e Add a new field to the form with question Subsequent action and response Letter e Define a macro for letter creation e Create a macro in the form to create the letter The RTF file might look like this Delivery protocol Name lt lt name gt gt First name lt lt vorname gt gt Acknowledge receipt of documents stated below for the vehicle and confirmed by the sienature the correctness of the values Licence number lt lt ffeld__ produktzuordnung kennzeichen gt gt Vin lt ffeld__ produktzuordnung fahrgestell gt gt Letter number f 43 478 gt gt nii Radio code card 4f 43 4 95 with question numbers 478 479 Key zef 43 480 gt gt and 480 Fig 10 12 RTF template Page 106 of 199 User Manual for CarloCRM 5 2 Forms and workflows Thus are used the fields from the form ffeld while the fields f formular id formular frage id help access the form answers 10 1 5 Importing the template into CRM When importing the document into document administration it must be considered that the data field mapping lt lt ffeld gt gt is not yet recognized in the current system The field mapping must be selected in such a way that this field is assigned after wards ffeld produktzuordnun

User Guide CRM Software "CarloCRM" Prof4Net Ltd

Contents

Download Pdf Manuals

Related Search

Related Contents

User Guide CRM Software &quot;CarloCRM&quot; Prof4Net Ltd

Contents

Download Pdf Manuals

Related Search

Related Contents

User Guide CRM Software "CarloCRM" Prof4Net Ltd