Source Technologies Ohioedge CRM+BPM User's Manual
Contents
1. eset Customer West End Construction 40 Fort Ad Cleveland OH 44102 Tei 216 479 9000 reset Contact Citizen John reset email letter ActivityTypeHierarchy CANSales Cold Call reset Bookmarks ntent Management List all contacts List all requirements List all activities Copyright 2000 2003 Ohioedge All Rights Reserved Figure 8 Click on the Activity link in the Quick Links portlet Click on the Maintain link in the upper left corner portlet Figure 9 shows the Activity Maintain page Activity lt Ohioedge CRM Microsoft Internet Explorer Seer Home Maintain List All Reset Bookmarks List all requirements List all buyers List all contacts comments Figure 9 Select the Territory or ActivityTypeHierarchy that this activity will be a part of Let us select Canada Cold Call Select a campaign and click on Create button Click on the List All link in the upper left corner portlet Figure 10 shows the activity that was manually created Activity lt Ohioedge CRM Microsoft Internet Explorer File Edt View Go Favorites Help gt 9 4 AA MS YE Fongard Stop Refresh Home Search Favorites History Channels Fullscreen Print ERonioeage can sr Canada Sales Rep Logoff Activity Quick Links Search Customer Requirement Contact Buyer Email Letter Territory Activity Setup Home Maintain2. s1 8080 5 alesContextR oot Home ctrl submit Home e namata swhite Mr Sam White Logoff one Quik Links L _Search Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Report Setup Active Session Information Home Maintain List All Reset Content Management Copyright 2001 Ohioedge All Rights Reserved E Figure 15 The user can further drill down to view lowerlevel activities as shown in Figure 16 t P 2 ekobjectT oSetsValueDbject amp url amp ctionsDril downtlistN amesScenario lias amp scenariol D amp 1 ha o namata GB ontoeage swhite Mr Sam White Logoff EED _Search Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Home Maintain List au Report Setup Reset L _ Active Session Information News Bookmarks Content Management i Copyright 2001 Ohioedge All Rights Reserved E Figure 16 Or if the user selects the reportoption a list of all the activities under all regions will be listed as shown in Figure 17 s ScenariolnputFactory lt Ohioedge CRM Microsoft Internet Explorer provided by America Online File Edit View Favorites Tools Help MA Back Foryerd TG Southern Print Literature DH Central Literature Requested TG Southern Sales Call TG Southern Receive Order T
3. List All Active Session Info i LE ee rmation News Reset Customer West End Construction 40 Fort Rd Cleveland OH 44102 Tei 216 479 9000 reset ActivityTypeHierarchy CANSales Cold Call reset Bookmarks Content Management O Maximize List all requirements List all buyers List all contacts Copyright 2000 2003 Ohioedge All Rights Reserved El Shortcut to Activity isp amp activitylD 1934153572 TT 1 E intemetzne Figure 10 Similarly if an activity for a Customer Person Contact needs to be created you will have to select the appropriate Contactbefore creating an activity It is the same for creating an activity for a Buyer or a Customer Requirement by selecting the appropriate Buyeror Customer Requirment Business Cases Business case I Activities review by Sales Director Consider that the Sales Dir of ABC Corp wants to review all the activities happening under all the regions Here is what the Sales Dir will do Login The Ohioedge CRM BPMServer administrator will provide the username password 4 http s1 8080 SalesContextRaot Home ctrl GE GR onioeage Logoff C oes Links TT _Search a ei Requirement Contact Buyer Email Letter Campaign Scenario Activity Home Maintain List All Report Setup Reset Active Session Information News Content Management Please Logi
4. 6 call all the Presidents of theterritory with area code 216 with a new promotional offer Figure 5 shows a campaign NewPromo defined Campaign lt Ohioedge CRM Microsoft Internet Explorer OrgAdmin Organization Administrator Loc _Search Customer Requirement Contact Buyer Email Letter Territory Activity Setup K Home Maintain List All Reset Active Session Information Campaign New Promo offer for Presidents of 216 territory reset Bookmarks Content Management O Maximize NewPromo New Promo offer for Presidents of 216 territory inputFactory Load Presidents for the area code 216 ma iene ee CaNSseccogcen Ba OC ttCt EN ee eee el Copyright 2000 2003 Ohioedge All Rights Reserved Figure 5 When you run this campaign the robot will automatically assign activities to the Sales Rep responsible for the Canada Cold Calls Figure 6 shows a report of the activities assigned to the Canada Sales Rep Z ActivityT ypeHierarchylnputFactory lt Ohioedge CRM Microsoft Internet Explorer Home Maintain List All Reset ee Session Information News Bookmarks Content Management O Maximize Canada Sales CANSales Cold Call Figure 6 If you drill down on any activty as shown in Figure7 you will see all the details of the activity that needs to be performed N Activity lt Ohioedge CRM Microsoft Internet Explo
5. JI Update Delete Reset Start Copyright 2001 Ohioedge All Rights Reserved v Done J Local intranet setup a promotional offer campaign to email anew promotion to prospective customers A campaign is also how inputs accounts contacts etc are assigned to account managers The creation of a new activity is validated against the selectim criteria of its campaign to ensure that the input accounts contacts etc is accessible to the creator account manager for example Here is the technical definition of such relationship creators have access to campaigns and campaigns specify input selection criteria Figure 3 shows how to createa campaign As seen in the figure a campaign uses an input factory to select the data company president for example for which campaign is to run Campaign is started from Setup gt Services Ohioedge CRM BPM Server organization administrator is responsible for setting up input factories Assignment Management Lost sales due to poor follow up on leads is amajor sales obstacle The most effective and profitable way to deal with this issue from a sales perspective is to do the following Route leads to the right sales repautomatically eliminating delays and Track the progress of leads through the sales pipeline in real time In Ohioedge CRM BPM Serve assignment of leads tasks to sales reps is done automatically This in addition to the campaign management functionality that enabl
6. the Activity screen where the Sales Rep started note that now the snap shot Figure 28 shows the bottom part of the Activity screen SchDate field is nothing but the current date and time automatically displayed Most of the times a Sales Rep will not modify this field s contents unless he she say needs to schedule to call a contact on acertain day and time If the Sales Rep makes that cold call and the party is interested in receiving some literature then from the drop down box NextProc the user chooses the appropriate next ActivityType which in this case would be Literature Requested It is Ohioedge CRM BPM Server administrator s job to setup activity types business model flow logic etc Note the link at the bottom part of the screen it displays the information about who assigned this activity to the Sales Rep 3 Activity lt Ohioedge CRM Microsoft Internet Explorer provided by America Online SchDate 2002 08 28 11 53 45 781 NextProc EEN Copyright 2001 Ohioedge All Rights Reserved E Figure 28 After the Sales Rep makes the Cold Call to mark the end of the activity he she needs to sign off the activity To do this the Sales Rep needs to drill down on the link at the bottom part of the Activity screen The next figure shows a drop down box where the user needs to select Sign off privilege and hit create The word Sign off is used to mark the end of an activity For
7. BC Corp wants to review all the activities he or she needs to perform for the day Here is what the Sales Rep will do Login The Ohioedge CRM BPMServer administrator will provide the username password http s1 8080 S alesContestRoot Home ctrl v P ERoniccage Logoff Pome Quick Links L _Search Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Home Maintain List All Report Setup Reset Active Session Information Content Management Please Login Username guest Password Login Logot Copyright 2001 Ohioedge All Rights Reserved a Figure 21 Home page displays only those scenarios of a region that the Sales Rep has access to Say Mr J Todak is the Sales Rep of the region DH Central of ABC Corp then when he logs in he sees only the options of Drill down or Report for the DH Central scenario Ee nomard C O Home Maintain List All Reset 2 http s1 8080 S alesContextR oot Home ctrl submit Home ha P jtodak J Todak Horn amp Todak Logoff Quick Links Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Report Setup Active Session Information Content Management Copyright 2001 Ohioedge All Rights Reserved E Figure 22 If the DH Central Report is run the results disp
8. G AYEIIEIG DH Central DH Central Order Complete DH Central Accounting DH Central Production DH Central Engineering Review Fil bject amp urlAction F eport amp listN ame S cenariolnputF actory amp inputFactoryID 1 amp scenariolD 2 Y DH Central Email Literature DH Central Literature Requested 08 28 02 LtrReq Gunton Corp 330 831 1206 26150 Richmond Rd Cleveland Comments Created by automatic feeder program Send literature Notes null DH Central Follow Call 08 20 02 FollowCall Guild International Inc 440 232 5887 7273 Division St Cleveland Comments Created by automatic feeder program Notes null DH Central Shipping DH Central Cold Call DH Central Not Interested DH Central Receive Order DH Central Print Literature DH Central Sales Call Copyright 2001 Ohioedge All Rights Reserved S E Done E Local intranet Figure 30 Email Template Email Templates automate the e mailing activity Please contact your Ohioedge CRM BPM Server administrator to setup bulk e mailing campaigns The following figure shows one such email where at runtime the email address of the contact name date etc tags are replaced by the actual information 2 OhioedgeSales Microsoft Internet Explorer File Edit View Favorites Tools Help ERoniocage jdoe John Doe Logoff ENE IETS Search Home Scenario Customer Requirement Contact Buyer Activity Email Letter Setup i Reset M
9. G Southern Email Literature DH Central Receive Order DH Central Follow Call 08 20 02 FollowCall Guild International Inc 440 232 5887 7273 Division St Cleveland Comments Created by automatic feeder program Notes null DB Midwest Receive Order TG Southern Follow Call TG Southern Accounting DH Central Production DB Midwest Not Interested DB Midwest Production TG Southern Literature Requested DH Central Cold Call 03 20 02 ColdCall Gunton Corp 330 831 1206 26150 Richmond Rd Cleveland Comments Created by automatic feeder program Notes null DB Midwest Literature Requested xi EJ Done 5 oaiae Figure 17 Business Case II Activities review by Regional Manager Consider that the Regional Mgr of DH Central region of ABC Corp wants to review all the activities happening under his her region Here is what the Regional Mgr will do Login The Ohioedge CRM BPMServer administrator will provide the username password http s1 8080 S alesContestRoot Home ctrl v Ve ERoniccage Logoff L _Search Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Report Setup Home Maintain List All Active Session Information Content Management Please Login l Username guest Password Copyright 2001 Ohioedge All Rights Reserved a Figure 18 Home page displays only those scenarios of a region that th
10. Ohioedge CRM BPM Server Users Guide Tammy Dixit January 5 2007 Ohioedge CRM BPM Server Users Guide esse sesse esse es see Se ee Ge ee Ee Ge 1 iet LG Ni EE N Re N OE TEE EE RE EE OE NE SEE 3 Eye EL id N N AE EE EE N 3 Organizational Roles and Responsibility Management ese se se se ee se ee ee ee Ge Ge Ge RA RA Re ee 3 Organizational Process Workflow Management ses see sesse se ee Ge ee ee ee Se ee ee ee ee Re ee 4 Custom AGE AE ER EE EE EE RR EE EE EE EE 5 Campaign Management see se se se ee Ge ee E One ee Re Ge RA GR RA Ge ee Ge ee ee ee be ee N iE Ee ee 5 ASSISNMENt Management sesse ses oge sepie ee Ee GES OSSE RE Es gee oe EER ES A EE see Dae Ee Ee geb Ese 6 Creating an ACHVItVS esse sesse Ee Ge Es REK Re ED De SEG Ge De de ER Ge ee ees koss sdevesveceseancossessedecsvenceusessusee 7 Activity created by Gainpalgn EER EDE ES ee EE Ke EG RE ee ON see sceceuty Neb ERG ORE SEE Gee es eek ee ee ee Ee Re 7 Activity Created mantal ipene egg ei esas Oe ch coves de oes Bee ge Re deed ee neck NR sores gek opse ees Ee ge 10 ei Ee AE N N OE RE LE N EK EE S Si 13 Business case I Activities review by Sales DireCtOT ees ses sees ses see see Ge Se Ge ee ee ee ee ee ee 13 Business Case II Activities review by Regional Manager siese ses see see see Ge ee Se ee Re ee ee 20 Business Case III To do review by Sales Rep iese sesse se se ee Se ee ee ee ee ee ee Ge Ge AG Re ee 23 Business Case IV Performing an activity eee see s
11. added to illustrate most common application usage
12. aintain List All Active Session Information News ese EF EER P Customer Midwest Towing 12567 Header Dr Cleveland OH 44115 Tel 2167893200 reset Requirement JP232 reset Buyer Mr Ron T Richardson reset email letter Content Management TO richardson midwesttc CC BCC Subject Ohioedge information email template did Attachments Dear Mr Richardson A As we talked over the phone on MM dd yy I am Message attaching our company literature for your ge reference You can also visit us online at www ohioedge com Founded in 1996 Ohioedge is an Oracle Business v Send Reset Recreate Copyright 2001 Ohioedge All Rights Reserved ik Figure 31 Letter Template Letter templates publish data in the webbrowser The following figure shows an envelope where at runtime the address of the contact name etc tags are replaced by the actual information a OhioedgeSales Microsoft Internet Explorer View Favorites Tools Help THIS IS A TEST Ron Richardson Midwest Towing 12567 Header Dr Cleveland OH 44115 IK Figure 32 Summary This manual should make a business user familiar with the core functionality of Ohioedge CRM BPM Server Effort has been made to anticipate logical navigation of a business user through the application depending upon the user s role within the organization Business Cases are
13. ansaction such as comments date of contact contact person etc 7 null amp customerRequirement D null activityT ypelD 1 amp activityl D 338690403 amp criteria 25 v KERK Honat ERoniceage jtodak J Todak Hom amp Todak Logoff L _Search Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity 9 Home Maintain List All Report Setup Reset EE News Customer Gunton Corp 26150 Richmond Rd Cleveland OH 44146 1438 Tef 330 831 1206 reset Scenario DH Central Cold Call reset List all requirements List all buyers List all contacts Copyright 2001 Ohioedge All Rights Reserved a Figure 25 Say if the Sales Rep wants to know the contacts in the company the user selects the Contact menu from the Quick Links on the screen Note that when the userdoes that the top left portla now displays CustomerPerson menu indicating that the useris now at working on the Customer Person business object Listed as a link is the contact within the company Also published are the title telephone number and address null amp customerRequirement D null activityT ypelD 1 amp activityl D 338690403 amp criteria 25 v rs namata GR ohioedge jtodak J Todak Horn amp Todak Logoff _Search Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity 9 Ho
14. customization and definition please contact your Ohioedge CRM BPM Server administrator sy r namata ERoniccage Quick Links gesnap Home Maintain List All Reset ETER ae Status Management lueObject urlAction E dit amp listN ame Assignment amp activityID 938690403 assigneelD 1 300 ha jtodak J Todak Horn amp Todak Logoff Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Report Setup Active Session Information News O o Customer Gunton Corp 26150 Richmond Ad Cleveland OH 44146 1438 Tef 330 831 1206 reset Contact Firstenber reset email letter Scenario DH Central Cold Call reset Assignor privilege AssignmentMaintainAlias Assignment management services require Activity has the sign off status 7 Copyright 2001 Ohioedge All Rights Reserved a Figure 29 After marking the end of the activity automatically this activity performed against the customer Gunton will be routed to the next ActivtyType which the Sales Rep had selected to be Literature requested So now if the same daily report is run again note how the activity now appears in the Literature requested category a ScenariolnputF actory lt Ohioedge CRM Microsoft Internet Explorer provided by America Online Eie Edt View Favorites Tools Help E o ey Back Forward VUURITIGINDG UILE WI
15. e Regional Mgr has access to Say Mr David Burns is the Regional Mgr of the regions DH Central and GP Western of ABC Corp Then when he logs in he sees only the options of Drill down orReport for the DH Central and GP Western scenarios ERonioeage Home O Home Maintain List All Reset 2 http s1 8080 S alesContextR oot Home ctrl submit Home v P dburns Mr David Burns Logoff Quick Links Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Report Setup Active Session Information Content Management Copyright 2001 Ohioedge All Rights Reserved E Figure 19 If the DH Central Report is run the results displayed are as follows 7 2 bject amp urlAction F eport amp listN ame S cenariolnputF actory amp inputF actoryID 1 amp scenariolD 2 v KERK nomard Scenario DH Central reset DH Central DH Central Cold Call DH Central Order Complete DH Central Print Literature _ DH Central Not Interested DH Central Shipping DH Central Follow Call r d DH Central Sales Call DH Central Production DH Central Receive Order DH Central Engineering Review DH Central Email Literature DH Central Accounting DH Central Literature Requested Figure 20 Business Case III To do review by Sales Rep Consider that the Sales Rep of DH Central region of A
16. e ee Ge Se ee ee ee Ge Ge Ge RA RA ee Se 26 Eimall Ee ide E LG N EE ER EE N E 33 Letter Mnl ORE EE EE EE NE NE EE OE OE N EE ER 34 Introduction This manual is intended for the users of Ohioedge CRM BPM Server It explains tasks performed by a typical user such as assigning performing amp signing off tasks running reports creating email and letter templates running campaigns etc Examples used in this manual refer to the sample Demonstration Corp database included with Ohioedge CRM BPM Server download htp www sourceforge net projects ohioedge Background Organizational Roles and Responsibility Management In the context of business processes for example sales typically an organization s activities are organized under business units for example regions divisions etc This enables an organization to perform activities at lower transactional levels and analyze them at higher summary levels for effectiveness Figure 1 shows the organizational model of Demo Corp Demo Corp operates under three national offices National sales managers manage national offices The US Sales national office is further organized into regions Western Southern and Midwest These regions are responsible for the day to day sales activity performed by their sales representatives The Canadian and Mexican offices don t have further breakdown int regions and directly oversee the activities of sales representatives Demonstration O
17. es accounts to be owned by account managers facilitates multiple sales reps working under an account manager to receive specific input leads etc assignments Ohioedge CRM BPM Server comes with an out of the box assgnment logic of simple random assignment Below is how the simple random assignment logic works Let s say there are two sales reps A and B available at the Cold Call activity type The simple random assignment logic would assign the first unassigned activity at Cold Call to sales rep A the second to sales repB the third to sales rep A so on and so forth Figure 4 shows how activities are assigned to Sales Rep J Todak automatically see Gunton Corp customer record in the figure ae E biect amp urlAction ReporttlistN ame S cenariolnputF actorykinputFactoryID 1kscenariolD 2 nomad Content Management OOOO ze DH Central DH Central Shipping _ DH Central Print Literature _ DH Central Email Literature DH Central Literature Requested DH Central Accounting _ DH Central Sales Call _ DH Central Not Interested _ DH Central Order Complete DH Central Follow Call DH Central Receive Order DH Central Engineering Review _ DH Central Cold Call DH Central Production Copyright 2001 Ohioedge All Rights Reserved a Figure 4 Creating an Activity Activity created by a campaign Say you have a campaign setup
18. ific vertical and horizontal model Custom Fields To be completed Campaign Management In Ohioedge CRM BPM Serve every activity a user performs belongs to a campaign A campaign specifies the purpose ofoperation A campaign may be generic or specific it may be never ending or short lived For example an organization could setup a general business campaign to performand track its day to day activities or setup a send seasons greetings campaign to send season greetings to the presidents of existing customers or 2 Campaign lt Ohioedge CRM Microsoft Internet Explorer File Edit View Favorites Tools Help ay Q ax id x a JO search She Favorites media Kg B BS F gt a Address st 8080 SalesContextRoot Campaign ctri submit Set amp object ToSet ValueObject uirlAction E dit amp distName com chioedge j2ee api org proc Campaign jsp amp campaignID 627965614 gt Go A ERonioeage swhite Mr Sam White Logoff Quick Links Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Report Setup Home Maintain List All Reset Active Session Information News Campaign DH coldcall campaign for Presidents reset Scenario DH Central reset Name DH Prescc description DH coldcall campaign for Presidents inputFactory Company presidents x E Scenario UOB DH Central Cold Call xi Create initial activities Create
19. layed are as follows s1 ScenariolnputF actor lt Ohioedge CRM Microsoft Internet Explorer provided by America Online File Edit View Favorites Tools Help ey Back Foryard Fil bject urlAction Report amp listN amesS cenariolnputFactory amp inputF actoryID 1 amp scenariolD 2 Y Scenario DH Central reset Content Management DH Central DH Central Literature Requested DH Central Order Complete DH Central Accounting DH Central Print Literature DH Central Receive Order DH Central Email Literature DH Central Follow Call 08 20 02 FollowCall Guild International Inc 440 232 5887 7273 Division St Cleveland Comments Created by automatic feeder program Notes null DH Central Engineering Review DH Central Shipping DH Central Production DH Central Cold Call 08 20 02 ColdCall Gunton Corp 330 831 1206 26150 Richmond Rd Cleveland Comments Created by automatic feeder program Notes null DH Central Sales Call DH Central Not Interested a E Done ial a Eg Local intranet Figure 23 Business Case IV Performing an activity After running a daily report say a Sales Rep finds all the activties that he she needs to perform for the day are automatically assigned to him her The Sales Rep then drills down on the activity link Suppose the activity is about making a cold call to a customer in the DH Central region N Activity lt Ohioedge CRM Microsoft Internet Explorer provided by A
20. me Maintain List All Report Setup Reset Active Session Information News o Customer Gunton Corp 26150 Richmond Ad Cleveland OH 44146 1438 Te 330 831 1206 reset Scenario DH Central Cold Call reset Content Management List all activities Copyright 2001 Ohioedge All Rights Reserved E Figure 26 If the Sales Rep drills down on that link he she can view detailed infomation of the contact such as the title extensions fax numbers and email address The Sales Rep can update contacts or create new contacts CustomerPerson lt Ohioedge CRM Microsoft Internet Explorer provided by America Online Eie Edt View Favorites Tools Help As X K agies a ohioedge j2ee api org cust person CustomerPerson isp amp customerPersonlDs460048653 7 2 Go a Forward Customer Gunton Corp 26150 Richmond Rd Cleveland OH 44146 1438 Tel 330 831 1206 a reset Contact Firstenber reset email letter Scenario DH Central Cold Call reset List all activities Name Miss Barbara F Firstenberg l 7 Title Information Systems Director Select Title username eT password CT Phone TT Ext Phone_2 CT Ext Fax CT emailAddress bfirstenberg guntoncom SMTP Server TT Settings Username TT Password sis Create Update Delete Reset Copyright 2001 Ohioedge All Rights Reserved Pi BE SE Figure 27 Going back to
21. merica Online r E t SethlistName Activity amp objectT oSet Value0bjectkurl ction Edit amp activitylD 938690403 a By Ronee ERoniocage jtodak J Todak Hom amp Todak Loge Quick Links _Search Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity Rep Home Maintain List All Setup Reset Active Session Information News Customer Gunton Corp 26150 Richmond Ad Cleveland OH 44146 1433 Tel 330 831 1206 reset Scenario DH Central Cold Call reset Content Management List all requirements activityDate 2002 08 20 10 49 25 03 List all buyers scenario Make a cold phone call List all contacts campaign DH Central Standard Campaign Created by automatic feeder program comments Figure 24 Note that in the Active Session Information portlet the name of the company address and telephone number appears This information is helpful for the Sales Rep to make that cold call Also note that in the top left portlet appears the menu Activity which indicates that the user is at working on the Actiuty business component Let s say the Sales Rep needs to know the history on that customer he she would need to click on the ListAll link in the top left portlet By doing so the entire history on that customer will be published as a list of active records where the user can drill down to find out more about the actual activity tr
22. n Username guest Password Copyright 2001 Ohioedge All Rights Reserved e G leh Figure 11 Login Ohioedge CRM BPM Server offers two types of reports PDF reports and HTML reports The PDF reports are for general purpose reporting Existing PDF reports could be customized or new PDF reports could be added using third party report writing tools Here are some examples of PDF reports ae 4 http s1 8080 S alesContextRoot Report ctrl le nomard swhite Mr Sam White Logoff Quick Links Home Customer Requirement Contact Buyer Email Letter Campaign Scenario Activity 9 Home Maintain List All Report Setup Reset Active Session Information News Bookmarks Content Management Summary Reports Number Of Open Activities By Assignee Resource Allocation Structure Customer Reports Customer By Area Code Customer By Sales Customer By Line of Business Contact Reports Contacts By Customer Activity Reports Activity By Campaign Activity By Customer Activity Audit Activity By Contact Type senied E Figure 12 Here are some results Activity Audit Report Activities By Date Audit activityDate name description 2002 08 20 10 56 Follow Guild Intemational Inc 440 232 5887 7273 Division St Cleveland Created by automatic feeder program null 2002 08 20 10 53 PmtLtrGuild In
23. rer Home Maintain List All ATR OSS TT troy Reset Customer Ace American Copy Equipment 6599 Granger Rd Cleveland GA 44131 1415 Tei 216 642 9555 reset Contact Citizen John reset email letter ActivityTypeHierarchy CANSales Cold Call reset Bookmarks Content Management O Maximize List all requirements activityDate 2003 04 14 10 19 27 502 List all buyers activityTypeHierarchy Cold Call List all contacts campaign New Promo offer for Presidents of 216 territory Created by automatic feeder program comments 2003 04 14 10 21 46 546 Figure 7 Note the Campaign name is the New Promo campaign which indcates that New Promo campaign created this activity Activity created manually An activity can be created manually by a mechanism that has the privilege to create an activity An activity can be created for a 1 Customer 2 Customer Person 3 Buyer 4 Customer Requirement 5 Other input you configure to flow through Ohioedge CRM BPM Server Say you want to create an activity for a customer West End Construction You will first have to select the customer As shown in Figure 8 24 Customer lt Ohioedge CRM Microsoft Internet Explorer ERonioeage can sr Canada Sales Rep Logoff l _Search Customer Requirement Contact Buyer Email Letter Territory Activity Setup K Home Maintain List All EEE UTT E LELEI News
24. rganization Demo Corp Demo Corp VP of Sales Gary Kessler Mexico Sales ational Sales Manager John Doe Sales Rep MXST US Sales ational Sales Manager James Brook Canada Sales ational Sales Manager Scott kK radich Sales Rep can st Western Region Regional M anager Clark Houston Sales Rep US WSST Figure 1 Southern Region Regional Manager Don Huckle Sales Rep us stst Midwest Region Regional M anager SalDowney Sales Rep usem W ST The organizational chart hierarchy diagram illustrates organizational hierarchy roles associated with the levels of hierarchy and actual people assigned to these levels The leaf nodes lowest level of hierarchy are transactional nodes This is where actual work takes place This is the vertical model of an organization Later in the business cases on running reports signing off etc we will see how the vertical model enables differentpeople at different levels view perform different data activities Organizational Process Workflow Management Below is asample organizational process workflow diagram Sales Call Approval Figure 2 A Sample Process Model The organizational process diagram illustrates the horizontal model or flow of work that takes place at the leaf nodes of organizational hierarchy Ohioedge CRM BPM Server organization admmistrator is responsible for configuring organization spec
25. ternational Inc 440 232 5887 7273 Division St Cleveland Created by automatic feeder program null 2002 08 20 10 53 Emaill Guild Intemational Inc 440 232 5887 7273 Division St Cleveland Created by automatic feeder program null 2002 08 20 10 53 LtrReq Guild International Inc 440 232 5887 7273 Division St Cleveland Created by automatic feeder program null 2002 08 20 10 49 ColdC Guild International Inc 440 232 5887 7273 Division St Cleveland Created by automatic feeder program null 2002 08 20 10 49 Cold Gunton Corp 330 831 1206 26150 Richmond Rd Cleveland Created by automatic feeder program null Figure 13 Number of open activities by Assignee Report sy nomad Total Open Activities By Assignment ACTIVITYTYPE ASSIGNEE NUMBEROFACTIVITIES Make a cold phone call J Todak Hom amp Todak 1 Make a followup call J Todak Hom amp Todak 1 Figure 14 The HTML reports are driven by input factories and are primarily used forreporting activities by activity types by certain criteria Some of the typical reports would be Activities Due Today All Open Activities Activities Past Due Date etc As shown in Figure 15 the HTML reports are accessible from QuickLinks gt Home gt lt report record gt gt Report It is Ohioedge CRM BPMServer administrator s job to create HTML reports Home lt Ohioedge CRM Microsoft Internet Explorer provided by America Online T aa 2 http
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