Second CRM

  1. Getting Started

  2. Admin

     

    Basic Administration

     

    After you have created the Admin and User roles in myBusiness (refer to Help Centre - Using myBusiness), you can login as Admin to Second CRM and further refine the roles and permissions for the users created as Staff.

    Managing Roles and Profiles

    End users have a limited access to the CRM system to perform actions like Create, Retrieve, Update, and Search) and limited user specific customization operations.

    Administrator users are capable to manage the complete software including:

    • managing users and groups and their access privileges,
    • customizing the CRM user interface,
    • creating communications templates,
    • configuring all organization-wide settings,
    • changing passwords, deactivating users, and viewing the login history, and
    • exercise actions for all data.

    Note: Normally the first user you will create will be assigned as Admin for the CRM System.

     

     

    Roles

    Default role to end user will be staff with limited access to the CRM system.

     

     

    At this menu you are offered to add, edit, delete or move roles. Move your computer mouse pointer over a role entry. You will see a set of icons that allows you to perform these operations.

    The "Add" function creates a new role which is located in the hierarchical order one level below an existing role. You have to give the role a unique name and you can decide which profiles will be associated with a particular role.

     

     

    Changing Roles for Non-Admin

    For users created users in the Singtel myBusiness portal, with End User as the role, Second CRM assigns the 'Staff', which gives them limited access. As Admin user, you can change the roles for those users to higher roles at any time as needed. The default roles available in Second CRM are:

    1. Management: Can access all modules and Reports in Read Only mode, but cannot enter information.
    2. Manager: Can access all CRM modules, other than admin settings, with full rights, including delete and export data. They can also oversee information entered by Staff.
    3. Staff: Can access all CRM modules, other than admin settings, without rights to delete records and export data.

     

    For example, you want to change the role from 'Staff' to 'Manager'. First, click on 'Settings' field and go to 'Users' like shown below:

     

     

    After you have clicked on 'Users', you'll see the list of all the users that you've created, along with their assigned Roles and whether they are with Admin role or not.

     

     

    To change role for particular user, click on the user name and then click 'Edit' button.

     

     

    Click on + sign next to the Role and Select the required 'Manager' role.

     

     

    After all changes has been made, remember to click 'Save' to avoid missing information on changes.

    The user now will have Role as Manager.

     

     

    Profiles

    Profiles are used to define the user privileges to access, change or delete data in Second CRM. Normally each role will be associated with one profile, but it is also possible to configure one role with multiple profiles, to manage the situation, where, 2 staffs have same role but having different permission in CRM.

    Click the Profiles menu to open the list view of your profiles as shown below. Here you see a list of all profiles that have been defined in your CRM system. The CRM system comes with a set of pre-defined profiles which you can use and change but not delete.

     

     

    Click the name of a profile to see the details. The privilege setting terms have already been explained in section: Definition of Profiles. You may change the profile by clicking the [Edit] button.

    To create a new profile click the [New Profile] button at the list view. Insert the name and select administrator as base profile.

     

     

    Once you have created profile select privileges for it. Here you can select whether you want this role should have access to create/edit/view/delete and save it.

     

    1. Managing Sharing Access

    By default the sharing access settings allow all users to use all CRM features if not limited by profiles. In most cases there is no need to change this. However, if necessary you can restrict the access to individual modules within your organization.

    Go to the Sharing Access menu to get an overview about the settings. The CRM system comes with default Global Access Privileges for the most important CRM modules. These privileges control the data sharing at organization level.

    Private: Only the record owner, and users with a role which is above that of the record owner's role in the hierarchy, can browse, edit, delete and report on those records. That means by default a specific user can view only the data sets that are owned by the user, owned by a group where the user is a member, owned by subordinate users, or shared to the user.

    Public: Read Only All users can view and report on records but not edit them. Only the owner, and users with a role which is above that of the record owner's role in the hierarchy, can edit or delete those records.

    Public Read/Write: All users can view, edit and delete all records.

    1. Changing Screen Layout

    Layout manager is all about customizing the Second CRM fields and its picklist items. For example you with you add new field in accounts module. Come to accounts list view>click accounts setting and select layout editor.

     

     

    Below is the screen for layout editor where you can add/hide fields, add/blocks and even move field from on block to the other.

     

     

    Second CRM System Setup

     

    To setup or add any information in your CRM account, you need to click on Settings module on the top of module bar.

     

     

    Then, the 'Settings' menu will appear just like below:

     

     

    In this section/portion, Second CRM admin can add or edit any information related to your CRM account for example, Users, Profiles, E-mail Templates and etc.

    1. Company Details

    Company details will appear in any document you send out to your customers, for example, you send out quotes or invoice to new prospects, company details are needed so that they know to whom and where to refer and make payment.

    To add or edit your company details in your Second CRM account, just click the 'Settings' module like shown before and once the menu appears, click 'Company Details.'

     

     

    CRM user will view below screen> click sample company details or create new.

     

     

    Once user click first sample company details, below screen will appear, click Edit and update data with your company details then save it.

     

     

    1. Email Setup – Outgoing Mail Server

     

    To set up your outgoing mail server, just click the 'Settings' module like before and scroll down to 'Other Settings' section. You can click on 'Outgoing Server' module.

     

     

    After you have clicked 'Outgoing Server' module, the screen will appears like below where you can enter all information needed to set up outgoing mail server.

     

     

    1. Email Setup – Incoming Mail Server

     

    To set up on incoming mail server, it must be done by every user you have in your Second CRM account as it will require the user name, password and email id for each user.

    To set up your incoming mail server, click 'My Home Page' module on the module bar and choose 'Webmail'.

     

    After that, once the screen has appears like below, click on 'Incoming Mail Server Settings' to set up for your incoming mail server.

     

     

    'Incoming Mail Server Settings', your screen will appears like below and you now can enter all the information required to ensure your incoming mail server runs smoothly. Once you done with entering, always be sure that you click 'Save' to avoid in missing information.

     

     

    Each CRM user can create inbox to view emails and reply. This helps to maintain customer mails at centralized system and can be accessed without going to another window for outlook or mail server.

    Mail Server Name or IP

    :

    imap.gmail.com or mail.secondcrm.com

    Username

    :

    gmail_id or support@secondcrm.com

    Password

    :

    gmail_password

    Refresh Timeout

    :

    1 min

     

    1. Email Setup – ONEOffice Mail in Second CRM

     

    Below are the steps to configure ONEOffice and access your inbox from Second CRM. If you know your ONEOffice password, proceed to Step 5 directly. If not, follow the steps below.

     

    1. In your ONEOffice Mail page, click Mail Settings.

     

     

    1. Under Accounts tab, click Google Account Settings.S

     

     

    1. Click change password.

     

     

    1. Create new password.

     

     

    1. In your Second CRM Home page, click Webmail then Incoming Mail Server Settings. Insert your ONEOffice user name and password then save it.

     

    NOTE: User can view ONEOffice (Gmail) inbox under webmail sub-panel "My Mails".

     

    Setup Workflows

    In Second CRM, you can create several workflows.

    An example of this is sending reminders to your customers once their account is about to expire or need renewal. To set for this reminder to pop out, you can click on 'Settings' module in the module bar and your screen will appear like below:

     

     

    As you entered 'Settings' menu, scroll down until you see 'Other Settings' section and 'Workflows' module there.

     

     

    In 'Workflows' module, you can create any types of workflow you wish to have in your CRM related to any of your customers. To set up for new 'Workflows', you will see screen like shown below:

     

     

    To create new workflow, once you have clicked 'New Workflow' module, there will be small pop out appears on your screen which you can choose directly what type of module you want to create for the workflow. For Expiry Notification of Customer Contracts, Select 'Service Contract' in the Popup window.

     

     

    Then, the screen will appear for you to set the details about the workflow, the steps and the condition attached to the workflow.

     

    1. When to run the Workflow

     

     

    1. On What Condition

     

     

    Once done with entering information, remember to click 'Save'. After that you can Add Task or Action that are to be performed, upon meeting the set Conditions.

     

    Depending upon what Task you selected, there will be extra options for you to configure, as show below for 'Create To Do":

     

     

    Importing Data in Second CRM

    Import Contacts

    1. Click the Import Icon at the Tool tab as shown below.



    Important



    You can only use the export and import tools if they have been enabled by Second CRM administrator.

    Note


     


    Second CRM is using a character set which is UTF-8 (Unicode compatible) coded. Unicode is an industry standard allowing computers to consistently represent and manipulate text expressed in any of the world's writing systems.

     

    The following section describes the import and export function for contacts. If you want to import or export accounts or other modules, you can use this description accordingly.

    Prepare Data for Import

    Before you can import data you have to format these data in order to meet the Second CRM's requirements. The first requirement is that the data must be presented in the ASCII format with comma separated values (CSV) and UTF-8 or ISO-ISO-8859-1 coded character sets. The CSV file format is often used to exchange data between different database applications. Your file must have the extension csv with lower-case letters. Since a common standard for the CSV format does not exist, your data sets must be formatted according to the following rules:

    • All fields are separated by commas or semicolons and must be individually wrapped by double-quote characters. The separator symbol may get defined by the delimiter parameter during the step 1 imports.
    • All data sets must include the mandatory fields (e.g. Last Name and Company for leads).
    • All data sets must include values for picklists (use --None-- if you do not have a value).
    • Fields that contain embedded line-breaks or fields with leading or trailing spaces are not allowed.
    • Number fields have to contain numbers only without "." or "," characters (for instance, use 3800 instead of 3,800).
    • Fields that contain double quote characters should be avoided. If you have to use them, they must be surrounded by double-quotes, and the embedded double-quotes must each be represented by a pair of consecutive double quotes.
    • The first record in your file may be a header record containing column (field) names. It is recommended to use a header but if you don't you may remove the header check during the imports step 1.
    • Dates must be imported in the following format: year-month-day hour:minute:second, for example: "2008-01-07 00:00:00"
    • Entries for Multi-Select Combo Boxes must be separated by a |##| character string, for example: "America |##| Europe"
    • Check boxes must be imported in the following format: 1 for yes, 0 for no

     

    The following is a sample file for lead imports. Each line represents a data set.

    "Company","Street","City","PostalCode","Country","Phone","Lastname", "Sample Inc.","123 Samplestreet","Scity","12345","USA","(123)123-4567","Miller", "XYZ Inc.","Main Street 33","Xcity","5555","Germany","","Brown"

    Important



    If you do not have all a full set of data available, you must wrap an empty entry by double-quote characters as it can be seen in the figure above for the missing telephone number in line 3. If you have data sets which do not have all mandatory fields included, these data sets will be ignored during an import.

    The second requirement is that you have to include all custom fields with your import if you have created such fields before. In case you do not have content for the custom fields you may leave the field in your data list empty but you must import it. If you do not import these fields, the status of these fields in your CRM's database remains undefined and you cannot use such fields for filter functions.

    1. Select the file you want to import.


    Important


    Because of possible timeouts with the Second CRM it is suggested not to import more than 499 customer contacts with a single import operation. (Your administrator may change this number.) If you have to import more data, you need to split your files before import and repeat the import operation. All the data you intend to import must contain the mandatory fields as they are marked by a [*] sign at the contacts edit view.

    1. Specify Format
    1. Check duplicate record

    This is an optional step, which allows the user to configure duplicate record handling during Import. User can configure the criteria, for duplicate records look up and can also configure the action to be taken when duplicate records are found.




    Tip
    If you import contacts with account information, the import will generate contact and account entries which refer to each other. During an import the Second CRM checks whether the contacts account name already exists. If it does, it will link the imported contact to the existing account automatically. Therefore, it is recommended to import accounts first.
     
    1. Mapping of fields.


    At this site you have to link your data with the according CRM fields. You see the standard fields as they are offered by the Second CRM, and your custom fields if you have created them beforehand. It is not necessary that you to create references for all data types in your file, but you must link the mandatory fields. In the illustration you can see sample entries.

    Tip


    If you have to make multiple imports, the Second CRM offers you to store the references you have selected for future use. Mark the check box [Save as Custom Mapping] and write a name of this reference into the entry field. Make sure that this name has not been used before. This Custom Mapping will be available at step 2 as Use Saved Mapping when you make the next import.

    When you have set all references, you can check the Duplicate Merging checkbox if you want to enable duplicate merging. Click [Import Now] to transfer your data to the data base.

    Tip


    If you import contacts with account information, the import will generate contact and account entries which refer to each other. During an import the Second CRM checks whether the contacts account name already exists. If it does, it will link the imported contact to the existing account automatically. Therefore, it is recommended to import accounts first.

     

    Modifying and Creating Reports

    Second CRM allows you to get a report for almost any data you have stored in your CRM at the Tools, click Reports
    menu.

    The Second CRM offers you a report generator as well as a report designer.

    • Report Generator - The report generator provides you with reports which you can see at the screen or export as
      PDF or Excel files.
    • Report Designer - The report designer allows you to select the data you want to see in a report and to modify
      their representation.

    The Second CRM comes with a rich selection of standard reports as illustrated in the previous figure.

    Each of these reports comes as two types:

    • Tabular Report - Tabular reports are the simplest and fastest way to get a listing of your data.
    • Summary Report - Summary reports allow you to view your data along with subtotals and other summary
      information.
    1. Edit Report

    To change an existing report, click the Report Name. A new window will open which list the selected report and
    allow customizing it.

     

     

    1. Create New Report

     

    To create a new report, click the New Reports icon. First you will be asked for the Second CRM module which provides the data for the report. Based on this selection the fields available for the reports are selected by Second CRM.

    The opening pop up window displays the next steps for report creation as shown below.

    Follow the instructions.

    Caution


    At the current release, the Second CRM does not monitor the available site space for a proper PDF to be created. If you chose too many columns, you might not get a useful PDF export.

    Note


    Designing a report can be a very complex task. You should start with a very simple report and frequently check your results before beginning to use filter functions.

    If your report design is finished, click [Next] to save your settings and to start the report generator. Then you

    • can see the report at your screen,
    • may export the report as PDF or Excel file, and
    • may print the report.

    Example: Let's assume you want to have a list of accounts who bought a specific product

    You should follow these steps to create a report:

    1. create a new report with a name, report folder and description
    2. you will be asked for the related module; select Products
    3. you will be asked for the format of the report; make your choice
    4. select the fields you want have in the report
    5. select the field in advanced filter as Product Name - equals - [name of your product]
    1. Customized Report Folders

    To create your own report folder, click the [Create New Folder] link. In the new pop up window, you may give this folder a name and a description.

     

     

    Click [Save] to create this folder. You could use this folder to store your own or modified reports. The new folder will be listed at the Tools > Reports menu.

    At the Tools > Reports menu you may also move or delete reports by clicking at the appropriate buttons or icons.

     

    Note


    You may create any report to be listed in your own folders. Select your folder in step 1 of the new report creation process.

     

    Other Admin Settings

    1. Managing Currencies

    Click [Currency Configuration] to set your system-wide currencies. You may add an unlimited number of currencies, by clicking the [New Currency] button.
     


    You may also delete or edit exiting currencies by clicking the appropriate icons.
    For new currencies you will have to provide the following information:



    Table 1. Currency Information

    Type Content
    Currency Name: The name of the currency, e.g. US Dollar.
    Currency Code: The short name of the currency, e.g. Dollar.
    Currency Symbol: Enter the symbol of the currency. This symbol will be used at the Second CRM for all price information, e.g. $.
    Conversion Rate: Enter the currency conversion rate in relation to the Second CRM basic currency. The basic currency is the first currency at your currency list.
    Status: You may set a currency as active or inactive. Inactive currencies cannot get assigned to users as described in section: User Management.

     

    Click [Save] to transfer your currency settings to Second CRM.

     

     

    1. Configuring Taxes

     

    In all phases of the sales process, Second CRM considers all type of taxes which may apply to the sales of products or services. That may include local, state or federal taxes as well as special taxes. These taxes can be calculated individually for each product or service to be sold, or may be calculated for the whole. Second CRM may include taxes when calculating prices for quotes, orders or invoices. To change the settings of the existing taxes, click the [Edit] Button at the Tax Calculations menu as shown below.




    To add new taxes use the Add Tax button. You might define as many additional taxes as you need. Enter your taxes in percent (%). Note that you cannot delete the default taxes as they are provided with Second CRM. However, you may deactivate not needed taxes by clicking the appropriate check box.

    Click [Save] to transfer your tax settings to Second CRM.

     

    1. Email Templates

     

    If you use the Second CRM for sending standard e-mails frequently it is most helpful to have such e-mails available as template. To see any existing e-mail template list, click the E-mail Templates menu. The Second CRM comes with templates. You may modify existing templates or create an unlimited number of new templates. Note that there are public and private templates. Public templates are available to all CRM users. Private templates are only used by particular users.



    Click on the name of a template to see the detail view of an existing template. Note the merge field values highlighted in this illustration. Merge field values are used to dynamically include data from your CRM into the mail. In this example mail, the merge field value $contacts_firstname$ represents the first name of a contact. The other merge field values are related to the user who sends the e-mail.

    You may include dynamic merge fields into your template at the edit view. The merge field dialog supports you for defining the merge field syntax. Use the copy and paste to enter the field codes. You must fill in all mandatory fields.

    All e-mails are sent in the HTML format. You may use the HTML editor functions to design a special layout. You may also include HTML code which has been created by an external editor. But be careful and test your results, not all HTML code options are supported.


    Tip


    You may clone templates. Edit an existing template and store it under a different name.

    Click [Save] to transfer your template to Second CRM.

    1. Modify Picklist Values

    Picklist Editor

    Picklists are drop down menus which are offered to you at the edit or ajax view of several CRM modules. This menu allows you to define the content of the pick lists based on the roles. Click the Picklist Editor menu to get an overview about the Second CRM modules which have pick lists included.

    The content of the pick list for each individual (non admin) user depends on the role which has been assigned. You may use this feature for instance to create pick lists in different languages or to restrict the users access to certain entries.

    To modify the pick list content, select a role first and choose a corresponding CRM module. The display of the available pick lists will change accordingly. (Note that after a fresh installation all entries for all roles are equal.) To change the content of a pick list click [Edit]. At the new window which pops up you may make your changes. You may change the applying role while you are in the edit view. If you want to modify the same pick list for another role just hit the [Select the parent role] button and switch to another role.

    Important


    Some content of the pick lists cannot be changed. This content is defined by the system settings. Please contact us if the offered content does not fit your needs.

    Note


    At the edit and detail view of the Second CRM modules the content of the pick lists is displayed in alphabetical order. A user with admin privileges always sees all picklist entries, independent of its role assignment. If a pick list entry has been assigned that is not accessible by the role of the current user a message "not accessible" will be displayed.

    1. Field Access

    The function available at the default organization Field Access menu is used to control the visibility of fields in various modules for the entire organization. You can use this function to either show or hide entry fields to the entire organization.

    By default the Second CRM is configured as to display all master data which are provided in Second CRM. As an example below, you'll see the default fields for the calendar. If you want to restrict access to specific fields, you can edit and change the settings for each individual CRM module.

    Tip


    Default field access settings include custom fields you may have created before. Default field privileges can be defined for the following modules: Leads, Accounts, Contacts, Potentials, Calendar, Trouble Tickets, FAQ, Price Books, Purchase Order, Invoice, Notes, Emails, Products, Vendors, Quotes, and Sales Orders.

    Important


     

    Please note the following rules:

    It is not possible to disable the mandatory fields in the modules. Default Organization field access overrides the profile level field access. For example, let us assume a profile allows viewing the website field in leads. However, if this field has not been enabled at the organization level field access settings it will not be displayed.

    1. Terms and Conditions

    Terms and Conditions portion is the part where mention your business terms and conditions for example in the quotes or invoice. It is set as template so that you do not need to type or key in for every time you want to create new quotes or invoices. You can just select it from the list you made.

    Click 'Settings' module and go to 'Other Settings' which is located at the very bottom part of page. You will see 'Inventory: Terms and Conditions' section. You can create your own Terms and Conditions and it will be available as default entries whenever you create a new quote, order or invoice.


  3. End User

    Getting Started Guide – End User

     

    Basic Navigation

    The smart design of the CRM system will allow you to get most information quickly. You can navigate within the CRM as if you were browsing websites. It is not recommended to use the back and forward buttons of the browser. These buttons can cause problems when browsing through pages with dynamically generated content.

    1. Top Menu

      At the Top of the CRM system, as illustrated at figure: Top Area you have access to different area types and functions to navigate and to work with the CRM.

      • Login area

        In this area you can access your preference data, get access to Support portal and contact help, or logout from the CRM system.

      • Navigation area

        Here you can move around in the different CRM modules and data lists offered by the CRM system.

      • Quick-Menu

        Here you can quickly reach data entry pages.

      • Search

        Here you can search your entire data base (Global Search) for any entered text. On click of the setting [within the search box], you can even limit the modules to be searched, for faster results.

      • Tools

        These icons give a quick access to the calendar, the clock, the calculator and other functions. In addition, you may use the Open All Menus icon for a quick access to all CRM modules. These icons are available at all CRM menus if appropriate.

       

    2. List View

      List View is the part where you can see the brief list of all customers/accounts you have in the application such as Account name, address, phone number and etc. For example, you can refer to the image below.

       

      • Search

        User can search the CRM data by columns name selected in right side and data on left. You can even use alphabetical search to faster scan your data.

         

         

      • Sort

        User can sort the viewed data by click of the header name. For example in the below screen data is sort by account name.

         

         

      • Mass Edit

        Mass Edit function is used to insert same data in multiple records. For example user wants to assign 3 accounts to particular sales executive, in that case manager can select the accounts>click mass edit>select Assigned To>Save. All the selected records will be updated.

         

      • Mass Mail

        Mass mail to selected accounts or to all the accounts can be done by> select the accounts>click send mail>click select>Type/select mail content and send. All the selected records will receive mail and it works like bcc that means each one gets individual mail. No one get to see each other mail id.

    3. Detail View

      Detail View is the part where you can see the detail information of particular accounts. Just click one account on the List View and the detail information will appear after that.

      • Duplicate

        Duplicate function helps user to create duplicate of the selected record. So for example you want to create similar quotation for another customer, just select the created quotation and click duplicate>save with new customer name.

      • Add Event/To Do

        Add Event is to add a calendar event for this account which may be a meeting, call, etc., which are listed in the activities list for this account.

        Add To Do is to add a task (To Do) associated with this account, which are listed in the activities list for this account.

    4. More Info View

      More Information View is the part where you can see more information needed or attached in the particular account that cannot be seen in List View or Detail View.

    • Add Contact

      Second CRM user can add/attach as many contacts made with an account at various levels of organization hierarchy.

    • Add Potentials

      User can add new opportunity created with customer and view past status.

    • Add Quotes

      User can add new quote based on customer requirements and view past status.

     

    Email Setup

    Incoming Mail Server

    To set up on incoming mail server, it must be done by every user you have in your Second CRM account as it will require the user name, password and email id for each user.

    To set up your incoming mail server, click More > choose Email.

     

     

    After that, once the screen has appears like below, click on [Incoming Mail Server Settings] to set up for your incoming mail server.

     

     

    Once you have click the [Incoming Mail Server Settings], your screen will appears like below and you now can enter all the information required to ensure your incoming mail server runs smoothly. Once you done with entering, always be sure that you click [Save] to avoid in missing information.

     

     

    Each CRM user can create inbox to view emails and reply. This helps to maintain customer mails at centralized system and can be accessed without going to another window for outlook or mail server.

    Mail Server Name or IP

    :

    imap.gmail.com or mail.secondcrm.com

    Username

    :

    gmail_id or support@secondcrm.com

    Password

    :

    gmail_password

    Refresh Timeout

    :

    1 min

     

    ONEOffice Mail in Second CRM

     

    Below are the steps to configure ONEOffice and access your inbox from Second CRM. If you know your ONEOffice password, proceed to Step 5 directly. If not, follow the steps below.

     

    1. In your ONEOffice Mail page, click Mail Settings.

       

       

    2. Under Accounts tab, click Google Account Settings.

       

       

    3. Click change password.

       

       

    4. Create new password.

       

    5. In your Second CRM Home page, click Webmail then Incoming Mail Server Settings. Insert your ONEOffice user name and password then save it.

       

       

     

    Manage Accounts

    1. Search Accounts

       

      To start on search for particular account in your Second CRM, first of all, you need to click on [Accounts] menu.

       

       

      After you have click [Accounts], you can see the List View of accounts you have in your Second CRM like below:

       

       

      To search for any particular accounts, you can enter in [Search for] field, any information related to that account or you can also do alphabetical search according to the account's name. For example, you can see in the image below:

       

       

      Just to make sure that each and any information you enter in [Search for] field must be correct like what you have entered in that account before or else you will find nothing.

    2. Create Account

      To create for new account in your Second CRM, just go to [Accounts] module again. In the top side under the module bar, you will see [+] symbol like below:

       

       

      Once you have clicked the '+' symbol, your screen should appear just like below:

       

       

      To create for new account, you just have to enter all required information in the fields like one upside and once done, just click 'Save' and your new account is created already.

    3. Edit Accounts

      To add some new information or edit one of your existing accounts, just click on the account name and the Detail View will appear after that. You can see 'Edit' tab on the right corner side of the screen like below:

       

       

      And just like usual, after you have done with editing, make sure you click 'Save' to avoid the new information entered is loss.

    4. Delete Accounts

      To delete some of your old accounts or accounts that you find is not being used for a long time, on the right corner side of the screen of each account, you will see 'Delete' tab. Just click the tab and the account will be terminated.

       

     

    Manage Leads & Potential

     

    Leads

     

    Leads are the first phase in establishing a customer relationship. Your company may get leads from marketing activities such as trade shows, advertisement or press releases. At this phase you do not know whether this first contact will lead to a business opportunity.

    If you create a Lead, you can capture the following customer related data:

    • Contact data to a single person or organization
    • Description for a lead
    • Assessment of value of a particular lead for your company

     

    These data will be stored as master lead data within your CRM. Your administrator may modify the type and amount of master data necessary for your business. A lead is most likely the best starting point for you to enter customer data into your Second CRM. Please refer to this section if you want to create a new lead. Use the lead copy function as a practical tool if you have to create multiple leads which do not differ much.

    If you want to find a lead in your CRM or to add information to an existing lead, go to the Sales & Marketing > Leads menu at the navigation area. A list of all your existing leads will be shown below.

     

     

    With the magnifying glass icon, the lead list offers you a powerful tool to search and quickly finding any particular information. At this list view you can also delete leads, or change the owner or status.

     

    Potentials

    Sales Potentials

    In the sales process, sales potentials are the logical successors of leads. Therefore, you may create a sales potential from a lead and transfer all information available for the lead to the new sales potential. In addition, you may create a sales potential directly. Sales potentials are characterized by the fact that an obvious interest of a potential customer in an offer of your company exists. The sales department expects that an offer can be made for this potential customer in the future.

    Direct Entry of Potentials

    If a sales potential arises from a new customer it is recommended that you create a potential from a lead. For a business opportunity which is not based on a lead you can directly enter new sales potential. Click the [plus icon] at the potential list view. A new window will open as shown below.

     

     

    Convert Leads into Accounts & Potential

    From your leads list, once you have recognized your new prospects or new potentials, you can convert them straight away without having to enter their information again in the system.

    First, click [Leads] tab under [More] menu and the list view for [Leads] will appears like below:

    Then click to any name of leads in the list and the Detail View of the lead will appear.

     

     

    As the Detail View of the lead appears on the right side of screen, you can see 'Convert Lead' link. Just click the link and one small pop up will appear shortly. Enter some data required and then click 'Save'.

     

     

    You can check the account or lead that has been edited under the 'Potentials' module.

     

    Sales Management

    Quotes, Sales Orders and Invoices

    In Second CRM, you can create quotation, sales order and invoice that can be attached together with your products and services.

    As the quotes, sales order and invoice rely on your products and appropriate price lists, you must ensure that you have the correct products, figure and amount before you can create a complete quote/sales order/invoice.

    Under More > Sales & Marketing menu, you can see these three sub menu, [Invoice], [Sales Order], and [Quotes].

     

     

    Once you have clicked any of these three, the screen will appear just as similar to one another for you to create or edit any quotes, sales order or invoice.

    Create 'Quotes', 'Sales Order', and 'Invoice'

     

    To create new quote, just click 'Plus' symbol as shown or if you want to edit existing quote, just click any of them in the list view and the screen will appears as below.

     

     

    Be sure that all information that is required to be attached in any quote created is complete and correct according to its requirement. Once done, the quote created can be export to PDF form so that it can be attach together in email before you send it to your new prospects.

    If you wish to search, create, edit or delete any quote, you can refer to the screen below.

     

     

    The steps to create, edit, search or delete sales order, invoice are just as similar as to one another. You just have to click to its module in the module bar and enter all information required for each.

    Beside all the necessary information, it is mandatory to select company details and terms and conditions to view in export to pdf.

     

     

    After entering all information, click Save.

    Convert Quotes into Sales Order/Invoice

    In Second CRM, once you have created quotation as being asked from your new prospects, when they have confirmed to make payment, you can just generate invoice from existing quote without the need to enter all information in 'Invoice' module again.

    First, click 'Quotes' module in the module bar. Once the List View of quotes appears, just choose any one of quotes created and the screen should come out like below:

     

     

    On the right side of the screen as marked above, if you wish to generate existing quotes to invoices, just click 'Generate Invoice' and if you want to generate quotes to sales order, just click 'Generate Sales Order' and once clicked, the next screen will appears like below:

     

     

    Just ensure that every time you generate invoices or sales order from quotes, you attach the correct information for each of them.

     

     

    For example, if you are generating an invoices from quote, in 'Terms & Conditions' field, you should change it to 'Terms & Conditions for Invoice'.

     

     

    Manage Products and Pricing

    Products

     

    As your company is selling one or more types of product, you can include the products in your CRM to be attached with customer's accounts or quotes and invoices that need to be sent.

    To create new products or services, you can click More > Products & Services > Product at the menu and the section will appear like below:

     

     

    You can add new products at any time and if you wish to make some adjustments to existing products, you can do it just by clicking the product name and from the detailed view, click Edit and make the required adjustments.

     

     

    Pricing

    For products' pricing, you can set it under each product. After you click or choose one product name, you can find the pricing portion just below the product information.

     

     

    If you want to add or edit the price or anything related to the price of the products, just click the 'Edit' button in the upside of page and the screen will appears like below:

     

     

    Default currency if SG Dollar, though you can add prices in other currencies as well, by clicking 'more currencies'.

     

    Marketing Automation

    Marketing - Campaign Module

     

    The Second CRM supports your marketing efforts with a Campaign module. Click the [Marketing] menu to open the list view of your marketing campaigns.

     

     

    You may add a new campaign by clicking the plus icon [+] on top of the list, input the needed information and save.

     

     

    To work with a campaign, open it by clicking the name at the list view. The master data you just entered are displayed immediately. Click the More Information tab to add contacts and leads to your campaign.

     

     

    You may add individual contacts, leads, potentials or activities to your campaign. Or, you may load existing contact lists or lead lists to your campaign by making the proper selection. These lists must already exists as customized list view in your lead or contact modules. You may send a mass mailing to selected contacts by clicking the Send Email Button.

     

    Customer Support

     

    Service Contracts

     

    Service Contracts is the part where you set up a limit for any of your customers' account. For example, in Service Contracts you can set up start date and due date for their account.

    In Second CRM, you can see 'Service Contracts' under 'Customer Support' module in the module bar.

     

     

    As shown above, once you click the 'Customer Support', the screen should appear like this and you can see the list view of all 'Service Contracts' you had in your CRM account.

     

    Search Service Contracts

     

    To search for any existing service contracts in your CRM, just key in the field or search by using key words as below:

     

     

    If you want to search for any particular Service Contracts, you can search them by key in into 'Search for' field or using any key words given and you can also search by alphabetically.

     

    Create Service Contracts

     

    To create for new Service Contract, just click 'Service Contracts' module and on the top side of your screen, there will be 'Plus' symbol as shown below:

     

     

    Once you have clicked the symbol, your next screen should appear like below:

     

     

    You need to enter all the requirements needed to be fill in and once done, just click save and your new Service Contracts is created already in your CRM.

    Service Requests (Ticketing)

    Service Requests are any kind of customer service requests as they occur after sales. Service Requests are listed at the Customer Support > Service Requests menu.

     

     

    Click the plus icon to create a new service request.

     

     

    You should enter as much information as possible. Use the Priority, Severity and Category to weight the service request.

    To work with a service request, click the item you want to work with in the list of Service Requests. A new window will open as shown below:

    • Edit, duplicate or delete a service request: The edit function allows you and your co-workers to change the entries and to make comments before or after a solution has been found. Note that you may enter data without opening the edit view. Just move the mouse pointer to the appropriate fields within the detail view to make your entries.
    • With the duplicate function you may copy a service request. This function might be useful to split service request. Use the delete function carefully. It might be better to keep a service request in the list and change its status.
    • Convert as FAQ:You may receive frequent customer requests to a same topic. This function allows you to convert a service request to a FAQ as explained in the next section.

     

    You can modify the master data in the edit view of a service request as shown below:

     

     

    Each service request can go through different working stages and will be closed sooner or later. The Second CRM will help you to keep track of the working progress and records the changes.

    Any CRM user can post a comment. The comments will be sorted in chronological order and indicate the Second CRM user who made the comment. At the end of the live cycle of a service request, you may present the solution.

    All changes to a service request are displayed at the service request history. The information provided allows you to find out:

    • Who changed service request information?
    • What changes have been made?
    • What was a change made?

     

    Click the More Information tab to view or to add service request related activities, notes or attachments.

     

    Content Library

    Content Library or Documents are a practical tool to add further information to Contacts, Accounts, Leads, Potentials, Products, Invoices, as well as Sales and Purchase Orders. There are several ways to create or attach documents to your CRM.

    Attach document to Account
    This is highly recommended and beneficial feature which enables user to attach signed contracts or fax receipts and even presentation or proposals sent to respective Account. It will help user in history recap as well.

    Select the Account > click Account Name. Go to [More Information] view and under [Documents] click [Add Document].

    Below screen will appear, key-in suitable document name and under file information select Internal to attach a file from your PC. If this document is at remote place the user can select External and key-in complete path.

     

    Filters

     

    Create Filters Second CRM allows creating filters which are used to create specific group for some accounts, leads and etc. These filters which you can edit according to types of information you wish to see once you choose the filters' name. By using these filters, you do not need to go through one by one to search for example, leads created for last month.

    To create specific filter for 'Accounts', after you have clicked 'Accounts' tab, you will see the list view of it. On the right corner side, you will see 'Filters' field as marked below:

     

     

    To create new Filter, just click 'New' tab and the screen will appear like below:

     

     

     

    You can start to enter all information that you want to appear in your new created filter. After you have entered all the information, you can see that there are two types of filter at the bottom part which is 'Standard Filters' and 'Advanced Filters'.

     

    1. Standard Filters

       

       

      Filters created are just like a normal one, which for example, you want to create new filter for Leads account. You can choose to filter them based on duration they are created.

       

    2. Advanced Filters

      As stated, you can filter any of your sales, marketing or leads account by entering multiples words or items in the column.

       

       

      After you have entered all the information required, just click 'Save' to capture the changes.

     

    Second CRM Basic

     

    Getting Started

    1. How do I get started?

      It is advisable that you always come to Accounts (your customers) once you login. Simply follow the steps below:
      Step1: Create/Import accounts
      Step2: Select Account and go to More Information
      Step3: Now in More Information screen, Add contact
      Step4: You can keep adding quote/invoice/contract as required.

      User must always come to Accounts to start in CRM. Search or select account, then go to more information page to add contact or quote and more.

    2. What is Tag Cloud?

      Tag Cloud means - Book marking a hot/important lead which is displayed on the home page for your future and quick reference.

    3. Can I upload for reference, an example of a fax received for confirmed orders/contracts?

      Yes, select Account and go to more information. Under documents click add document and attach the file.

      CRM Dashboard

    4. What is a Dashboard?

      The Second CRM Dashboard is a visually intuitive homepage for your Second CRM application where you can find the most important information regarding your sales, marketing and customer support functions.

    5. Can I search through all the entries in Second CRM?

      Yes, you can easily search through all the lists and entries saved in Second CRM such as campaigns, contacts, accounts, users, documents and more through Second CRM One Search functionality present at the top right hand corner of Second CRM. Just type the term you intend to search in the Search Box and get results instantly.

    6. What is 'Quick Create'? How can I use it?

      You can easily create an account, lead, opportunity, contact, case, target or activity from anywhere in the CRM using 'Quick Create'. For that, you need to simply select what you want to create in the 'Quick Create' dropdown menu, add relevant information, and submit details for adding information quickly.

    7. How do I customise the CRM Dashboard?

      The components in the Second CRM Dashboard can be moved around and rearranged as per your requirement. This ensures a custom, priority-based and unique interface for the dashboard components, for each user. The users can individually decide the layout of the portal, add, remove and rearrange the components as per their individual requirements.

    8. What are Dashboard Widgets? How can I add/remove them from the CRM Dashboard?

      Widgets are small applications that perform a specific task such as adding campaigns, viewing lead updates, tracking case reports, accessing the CRM Module links etc. You can add widgets to your CRM dashboard by clicking '+' icon on top of the dashboard. In Second CRM you will find widgets to manage your campaigns, leads, contacts and more. Widgets also allow users to lend a more personal touch to their dashboard by allowing them to choose the applications they wish to see. You can remove a widget from the dashboard by simply closing it from 'x' icon. The widget can be easily re-added whenever required.

      CRM Modules

    9. How does the 'Activities' module work?

      Second CRM allows you to effectively track sales activities and tasks and also lets you create activity reports. The activities can be mapped to CRM modules such as Leads, Contacts, Accounts, Opportunities and Cases to allow you to keep track of all tasks and events associated with these modules through regular updates. It allows you to easily maintain activity schedules and assign priorities.

    10. How can I use the 'Advanced Search' option to obtain better results?

      Advanced Search allows you to search for multiple terms in multiple fields. For this, you can add a single or multiple search parameters through the 'Add' button. Once you've added all you need, click on 'Search' to get the filtered results on the basis of parameters you entered.

    11. How do I import my leads/Accounts/Contacts/Customer Contracts?

      Always import lead/Accounts first, followed by Contact and so on. Select the excel data > click save as > select file type CSV > save it. Now come to Accounts > click import accounts from top > browse and select your csv and click next > Now map crm fields and your csv headers. Scroll down to Duplicate and select overwrite accounts with (select for example Account name). This will help to import the same account name more than once. Go next and click finished.

      In case you have issues, please clean your data excel andI am unable to import invoice/SO/PO. Can this be done? do above steps again.

    12. I am unable to import invoice/SO/PO. Can this be done?

      No, the system does not have this feature at this moment.

    13. How do I configure templates for exporting in PDF format?

      Export CRM details such as Campaign List, Lead List, Contact List and more in PDF format for easy viewing, sending or printing these details. Second CRM allows you to customise the export format by defining Export templates. You can create a new template easily by clicking on 'Create New' in the window displayed on clicking 'Export to PDF format'. You can easily configure the title, header and foot notes, date, paging, page border, page layout, company logo, background color, text color and more to create a new template. These templates can be saved in Second CRM which allows you to quickly export by selecting a pre-defined template and clicking 'Export'. You can also choose the columns you want to export by clicking on 'Select Columns', selecting the required columns, configuring their width and clicking 'Export' to download PDF file in the required format.

    14. Can I choose which columns to export in CSV/Excel format?

      You can export CRM details such as Campaign List, Lead List, Contact List and more in CSV and Excel format for viewing or editing in MS Excel. You can easily choose the columns you want to export by clicking on 'Export to CSV file' or 'Export to XLS file', selecting the required columns and clicking 'Export' to download the files in the specified formats.

    15. Can I delete more than one record at any one time?

      Yes, Second CRM allows you to delete multiple entries at once, by selecting the rows you want to delete and clicking on the 'Delete' button on the top panel. You can also remove rows from your Campaign List, Lead List, Contact List and more in the same manner.

    16. What is 'Quick Search'?

      'Quick Search' allows you to get search results as soon as you type without even hitting the enter button. This functionality provides faster search responses because it searches from the very first letter you type and is incorporated in all CRM Modules such as campaigns, leads, contacts, accounts, documents and more

    17. How can I add files to a Campaign, Lead, Account, Opportunity, Contact, Product or Case?

      Second CRM allows you to easily add files in various formats to any campaign, lead, account, opportunity, contact, product or case. For adding a document, select any of these entries, click on the 'Add Files' option at the bottom, click on 'choose file' to browse for the document and click 'Upload' to attach the document. This document can be later viewed or downloaded by selecting the entry in the 'More Information' window.

    18. How can I add comments to a Campaign, Lead, Account, Opportunity, Contact, Product or Case?

      Second CRM allows you to easily add comments to any campaign, lead, account, opportunity, contact, product or case. To add a comment, select an entry click on 'Add Comment', enter the comments in the window that appears and click 'Add Comments' to save the information. These comments can be viewed later for reference.

    19. How can I track 'Recent Activity' for a Campaign, Lead, Account, Opportunity, Contact, Product or Case?

      You can easily track the 'Activity History' related to a campaign, account, lead and more by simply selecting a row, expanding the 'More Information' window and clicking on 'Activity'. This will display all the activities associated with the selected campaign, lead, contact or more.

      Campaign Management

    20. How are Campaigns captured in Second CRM?

      Second CRM maintains comprehensive details of marketing initiatives such as advertisements, direct mails, or conferences that you conduct in order to generate prospects and build brand awareness as campaign details which can be easily added in the system using an intuitive spreadsheet type interface.

    21. How do I add E-mail Marketing to a Campaign?

      To add Email Marketing to a campaign, follow these steps:

      Create a new campaign by simply clicking on a new row in campaign tab and adding campaign details. Choose the campaign type as 'Email Marketing'.
      Select the campaign and click on 'Email Marketing' Button.
      Click on 'Add Email Marketing' and fill in the required details.
      Choose a pre-defined email template and add target list(s).
      Click on Submit to save the details.
      Click on 'Send Mail' to send the selected email template to your target lists.
      Click on 'Reports' to monitor the effectiveness of your email campaigns in terms of actual number of emails sent, customer views and email subscribers.

    22. How do I create an Email template for Email Marketing?
      • Select a campaign with 'Campaign Type' as 'Email Marketing'.
      • Click on 'Email Marketing' Button to open a new window.
      • Click on 'Email Marketing' Button to open a new window.
      • You can also embed pictures, videos and even MS Word documents without the worry of losing any custom formatting.
      • You can add parameter configuration to customize the email campaign according to a lead, contact, user or target details.

      You can create a new Email template easily through the following steps:

       
    23. How do I create Target Lists?

      You can create a Target List easily through the following steps:

      • Select a campaign and click on the 'Target List' button in the top panel.
      • Click on 'Create New Target List'.
      • Add a name and description to the target list. Import targets from Lead List, Contact List, User List or Target List by clicking on 'Import' button and selecting the entries for importing.
      • Click 'Save' to record the Target List.

      Lead Management

    24. How are leads created in Second CRM?

      You can capture all relevant information on potential sales opportunities or prospects i.e. individuals who have expressed some interest in your product or company through lead details which can be easily added in the system using an intuitive spreadsheet type interface. Users can also mass import lead information from external sources in CSV or Excel formats.

    25. Can the system capture lead from our website directly?

      Yes, just send email request to enable this service at support@secondcrm.com.

    26. What is the process of converting a lead?

      The application allows conversion of lead into account and potential. These can also be added to the contact list. Conversion can be undertaken only for a prequalified lead. Users can uncheck potential if they do not want to create a potential for the account. The status of the lead changes to 'qualified' after it has been converted to a potential. Lead converted to an account is removed from the lead home page.

    27. Is it possible to view leads in Leads module after it is converted to 'Potential'?

      No. when all the leads are converted to Potential, they do not appear in the leads module.

    28. How do I add an activity to a lead?

      You can easily add an activity to a lead by selecting the lead, clicking on 'Activity' button in the top panel, adding activity details including activity schedule and priority status.

    29. How do I import leads to Second CRM?

      Leads can be easily imported in Second CRM using a CSV/Excel file. Second CRM allows you to map headers in CSV file with the headers in your Second CRM Lead List. Import allows you to resolve duplicity of leads based upon selected fields.

      Contact Management

    30. How are Contacts captured in Second CRM?

      You can maintain complete information about individuals you know and interact with, through contact details which can be easily added in the system using an intuitive spreadsheet type interface. Users can mass import contact information from external sources in CSV/Excel file format.

    31. Can we attach more than one contact to one customer?

      Yes, you can attach as many contacts to one customer as you wish to.

    32. Can I change Title to Designation? How do I do that?

      Go to Contact > click small hammer sign > Layout editor> click edit title and uncheck title. Now click plus sign in contact information block (first block) to add new field Designation.

      Account Management

    33. How are Accounts captured in Second CRM?

      You can maintain comprehensive details of individuals (B2C environments) and companies (B2B environments) with whom the organization has had business dealings, through account details which can be easily added in the system using an intuitive spreadsheet type interface. It can be used to extract opportunities for cross selling, up selling as well as switch selling.

    34. My customers are of different types, like retailer, agencies, and so on. How do I record that?

      Come in Accounts > click small hammer sign on top > Layout editor > click edit and uncheck type. Now click plus sign in Account information block > select data type picklist > type label = Account Type. In below box type in required account type and save it.

    35. Can the accounts be linked with a parent account?

      Parent - Child relationship can be established between various accounts within the application using 'Member of '. A new account will show the parent account details and subsequent opportunities can be mapped with the parent or child account.

      Potential Management

    36. How are Potentials captured in Second CRM?

      You can maintain complete information related to specific sales and pending deals or the most promising leads that need to be cracked as Potential details which can be easily added in the system. Furthermore, you can record all related contacts and activities information for each Potential.

    37. Can I create Potential without a relation with Accounts?

      Potential is the opportunity realized in an existing customer for a new business transaction or related buying. Hence, all Potentials must be linked with an account. This holds true when a new Potential is created as well as when a lead is converted.

      Sales Management

    38. Is it possible to see sales pipeline, team pipeline and sales executive pipeline?

      Potential module is sales pipeline, select filters to view potential by sales stage.

    39. I have 2 companies, 1 in Singapore and the other in Malaysia and we send out quotes/invoice from either of the 2 company addresses. Is it possible to do that using Second CRM?

      No problem, you can manage multiple company details, send out quote and invoice selecting respective one. Just go to Company Details and click [New Company Details]. Key-in the information and Save it. User can select desired company details while creating quotes or invoice.

    40. How about the currency?

      The default currency in the system is Singapore dollar and you can select new if required.

    41. Can we have different terms and conditions set for quote/invoice, as in our templates?

      Yes, you can just copy/paste and it will appear just as your quote/invoice template.

      Service Contract / Service Request Management

    42. How are Service Requests captured in Second CRM?

      Capture detailed description of a customer's feedback, problems or questions as Service Request details which can be easily added in the system. Effectively manage Service Request by tracking customer queries through regular updates and associated activity details.

    43. How to create workflow myself for customer contract expiry reminders?

      Come to Service Contracts > click small hammer sign on top > click workflow > Now type in title for new workflow example reminder before 7 days to due date. Select task executed every time record is save > now click save > click new task > check execute with delay > select 7 days before due date. Select email > select account email id in To and type the email template. Save it.

      Second CRM Email

    44. How do I set up my E-mail account?
      • In the Email Settings sub-panel of the Administration page, click Outgoing Server.
      • Click [Edit] of the Outgoing Server menu to enter your mail server configuration as shown in figure.
      • In the Webmail sub-panel of the My Home Page, click Here to key-in incoming mail Server details.
      • Enter User Name: Enter the Username you use to login your favorite e-mail account along with the domain name such as yourname@gmail.com for your Gmail account.
      • Enter Password: Provide the password you use to enter your e-mail account. Your personal settings are secure with Second CRM.
      • Enter Mail Server Address: Provide the incoming mail server address such as imap.gmail.com for your Gmail account. If you are unsure about this information, please check your email server provider settings for configuring an email client. Here are links to some popular e-mail provider settings: Find Gmail Settings here, Find Yahoo Mail Settings here, Find Hotmail Settings here.
      • Enter Mail Server Protocol: Choose the protocol IMAP/POP3 provided by your e-mail service provider for setting up an e-mail client such as IMAP for setting up your Gmail account.

      You can set up your email account easily in Second CRM. Just follow these steps to get started:

      Outgoing Mail Server



      Incoming Mail Set-up


       
    45. Can we do mass mailing from the system?

      Yes, you can. For details please check Campaign Management in the User Manual.

    46. How do I confirm that the mail has been viewed?

      You can select the account/contact/lead you sent the email, go to more information and scroll down to emails. Access count will increment once email is viewed.

    47. We don't want to send out mails from user mail id, but from some general mail id like sales or support. Is it possible to do that?

      Yes, you can send out emails from general email ids.

    48. In case of bounce mails, which mail id will the mails go?

      You can check from the email id mail box.

    49. Can we receive any auto reminders or notification emails of customers with expiring contracts?

      Yes. The service contract is the support contract or customer contract with start and due dates. Just set the due date 30 days from current date.

    50. Can we create these workflows ourselves?

      Yes, workflows can be creative to set up criteria for sending system auto emails or notifications.

    51. How do I enter my email id as admin?

      Login as admin > Go at the top where you can read welcome admin > click my preferences > scroll down to email > edit and save.

    52. How do I set-up mail to be sent out from CRM?

      As Admin, from Settings tab, choose outgoing mail server > click edit > save your server details. Scroll down to add from email add > add other mail id like support@company.com.

    53. Can we view reply emails in CRM? How do I configure incoming mails?

      Under My Home page come to Webmail > Click 'click here' > come to incoming server details > key-in the required data > save. You can logout and login again to check.

    54. How do I set-up mails received, appear under customer email?

      You can go to mail scanner > key-in the data > click set rule > set the criteria > save. Contact our technical helpesk if you need help.

      User Administration

    55. How can I define User Roles?

      You can assign roles such as Administrator, Management, Manager or Staff to the users of the system for easily configuring access settings based on their designation and work function. You can configure these settings through 'User & Access Management link by selecting a user and clicking on 'Assign Roles', selecting the desired role and clicking 'Save' to save these settings. So attach user to a Role.

    56. How can I define User Permissions?

      Easily assign user permissions to view, manage, delete, archive, import/export CRM Modules such as campaigns, leads, contacts, opportunities, targets, accounts and cases, as well as CRM Reports. You can easily configure these settings through 'User & Access Management' link by selecting a user and clicking on 'Profiles', expanding a CRM Module, selecting the desired settings and clicking 'Save' to save these settings. This will give desired Profile to the given Role.

      To summarize we attach User to Role (organization hierarchy) and Role to Profile (Access to the user in CRM)

    57. How can I configure Organizational Hierarchy?

      You can easily configure Organizational Hierarchy by clicking on the 'Roles' link under Settings. You can view the organization chart to clearly identify user hierarchy levels in the organization. Assign users by simply dragging and dropping on the parent user to change the organization chart according to your requirements. It allows you to automatically configure access levels for different groups of users according to their position in the organization chart.

    58. How do I monitor the user activities in Second CRM?

      You can easily monitor user activities in the system using the 'Audit Trail' functionality which provides an Audit Log of parameters such as activity, user IP, username, timestamp of all user activities in CRM application.

      Reports

    59. How do I use Second CRM Reports?

      Second CRM Reports offers powerful Customer Intelligence that empowers you to analyze information regarding customer details and activities through a comprehensive list of standard reports such as Lead by Status, Cases by Status, Key Contacts and more.

      You can filter your reports on parameters such as dates. Use quick search to filter for specific key terms.

      Export reports in convenient formats, like pdf, or excel.

      View reports through intuitive graphs which renders a quick overview for the selected report.

    60. Besides exiting reports, can we create our own report?

      Yes, you can create your own reports, for more details visit support.secondcrm.com.

    61. Can I customise the columns in the Reports?

      Yes, you can. Login and select the Report > click customize > go next > you can view all fields appear at left > select to right and move up and down with arrows to set at right place > save.

    62. How to create our own report?

      Select Create Report small plus sign at top > select accounts/contact module as they are related to all the modules. Best use of report is that it can fetch you data from each and every related module in the CRM. > Now select related module for your report > go next to select columns for report >if no condition then just go next and save it.

    63. Can we see sales forecast report?

      No, currently what you can view is sales pipeline as per actuals based on expected close date. Estimations and forecasting can be done based on that.

     

  4. Understanding CRM

    Getting Started Guide – Understanding CRM

    Getting Started Guide – Understanding CRM
     
    1. What Second CRM provides
       

      Second CRM provides automation and management for the most important CRM functions viz. Sales Management, Marketing Automation, Customer Support and Operations Management.

      Sales Management streamlines various phases of the sales process and automates and manages many of the tasks performed by the sales staff. It includes a management system for tracking and recording every stage in the sales process for each prospective customer, from initial contact to final disposition. Sales Force Automation also include features for quote generation, sales forecasting and pipeline, workflow automation, and product and services and invoicing customers.

      Marketing Automation helps the enterprise identify and target its best customers and generate qualified leads for the sales team. A key marketing capability is managing and measuring marketing campaigns, including email, and direct mail. Marketing automation also includes capabilities for managing prospect lists, collateral, and internal marketing resources.

      Customer Support enables tracking and management of customer service activities and support issues. Customer service is an important differentiator for many businesses, and Second CRM helps them improve their customers' experience while increasing efficiency and reducing costs. Second CRM provide tools to manage customer issues and service requests, e.g. track and resolve support requests.

      Operations Management enables through modules like Asset Management, Purchase Order, Project Management and Payment & Receipts. This allows streamline flow of information from Sales & Marketing to Operations to Customer Support, for managing end to end Customer relations.

    2. Understanding Second CRM Concepts
       
       
      1. Second CRM terms

        The following are some of the common terms that you will use in Second CRM.

        Lead: A lead is a prospective customer. In a Second CRM, prospective customers are first entered into the system as leads. You may collect leads from your marketing events such as conference, advertisement, trade show etc. The goal is to convert a lead into a customer. Not all leads will result in a sale and be converted into a customer. This lead will contain all the information about the contact or the account available at this sales stage.

        Potential: A potential is an opportunity to make a sale, i.e. a potential sale. When you determine a lead could generate a potential sale, the Lead will be converted to a Potential. In addition, an Account and Contact entries for this lead will be automatically created in Second CRM. Businesses can determine when a lead should be converted to a potential. For example, a business may decide a lead that requests a quote can be converted to a Potential. The Lead entry will be deleted to avoid confusion and duplicate entries. All the information collected for the Lead is still available in Second CRM, but will now be presented in records for Contact, Account or Potential.

        Account: An Account is a customer account record for a customer or prospective customer. When a Lead is converted to a Potential, an Account for the prospective customer is automatically created in Second CRM.

        Contact: A Contact is the contact information for a given customer or prospective customer. When a Lead is converted to a Potential, a Contact for the prospective customer is automatically created in Second CRM. Accounts are the Companies with whom Businesses deal and One Account can have multiple Contacts (or persons belonging to that Company).

        Campaign: A Campaign (or Marketing Campaign) is a marketing effort to increase sales through a set of marketing activities. The goal of this effort is often to generate new leads and help convert them to new sales. A campaign can have other goals, e.g. improve the awareness or brand of the company. Second CRM can help manage, execute and monitor marketing campaigns.

        Quotes: A Quote is record information for a sales quotation, i.e. price, quantities, and other terms, for a potential sale to prospects. Second CRM supports you in the creation of quotes for potential customers. A quotation can be created for a Potential, for easy and automatic transfer of the customer data to the quote.

        Sales Order: A Sales Order is a document used internally by businesses to track and complete a customer order. A sales order may be for products and/or services. Second CRM allows you to record and manage Sales Orders and related information as part of your sales process. Once a quotation is approved, a Sales Order can be created directly from a Quote detail view. All the relevant data from existing records will be automatically populated in the Sales Order.

        Invoice: An invoice is a commercial document issued by a seller to the buyer, indicating the products, quantities, and agreed prices for products or services the seller has provided the buyer. Once a quotation is approved, an Invoice can be created directly from a Quote detail view. All the required data will be automatically added to the Invoice.

        Purchase Order: A purchase order (PO) is a commercial document issued by a buyer to a seller, indicating types, quantities, and agreed prices for products or services the seller will provide to the buyer. The Purchase Order is a formal notification and approval for a customer order, and kicks off the next stage in the sales process when the PO is received.

        Price Books: A Price Book is a named collection of products and pricing created to serve a specific purpose, e.g. a segment of the market. For example, a business may have a Price Book for government sales, where prices are discounted, or include additional charges. Price Books in Second CRM allow sales staff to easily quote prices when serving different types of customers that need differentiated pricing strategies.

        Service Contract: A Service Contract is a commercial agreement between a buyer and a seller, detailing the duration, terms and conditions for the transaction. Service Contract is normally to track time based service, e.g. After Sales Support, maintenance contract, etc.

        Service Request: A Service Request is a record of information related to a customer issue or service request. Second CRM use Service Request to capture, track, and manage, customer issues or problem reported, via email or over the phone.

    3. Sales Management
       

      Sales Management is an important Second CRM function that streamlines and enhances the operations of your sales team.

      Sales leads are a vital resource for sales and Second CRM offers sales teams a full range of lead management functions. Second CRM provides the following features to manage sales leads.

      • Manage leads end-to-end (from creating leads to converting them into Potentials)
      • Capture leads directly from your Web site and transfer to Second CRM Second CRM API's
      • Import leads from external sources, such as Web downloads, trade shows, seminars, direct mail, and other types of campaigns
      • Add multiple products to the leads
      • Qualify leads to next stage based on information captured in lead details
      • Convert leads into sales potential, accounts, and contacts with a single-click
      • Create fully customizable lead reports
      • Export leads to spreadsheet software, such as Microsoft® Excel® for further analysis
       

      Sales staff need to track and pursue every sales potential to maximize their success. Potential Management is another important sales function covered by Second CRM.

      • Track all sales potentials end-to-end in a sales cycle
      • Associate potentials with accounts, contacts, activities, and other modules to have a better visibility on the potentials
      • Generate quotes, sales orders, and invoices from the potentials
      • Create fully customizable potentials reports
      • Export potentials to spreadsheet software, such as Microsoft® Excel® to analyze the sales pipeline and quickly identify the bottlenecks if any
       

      Customer Account Management is central to sales, and Second CRM provides a number of Account Management features.

      • Track all accounts and related contacts, potentials, cases, and other details from a common repository
      • Specify parent-child relationships between accounts and their subsidiaries or other divisions
      • Import accounts from external sources, such as ACT, GoldMine, and other applications
      • Generate quotes, sales orders, and invoices for the accounts
      • Track purchase history of the customers and analyze potentials for up selling and cross selling
      • Create fully customizable account reports
      • Export accounts to spreadsheet software, such as Microsoft® Excel® to analyze the buying patterns of a customers and set up loyalty programs
      • Attach customer-specific documents to accounts for a quick reference in future
       

      Contact Management is another key sales requirement, and Second CRM provides a number of Contact Management functions to ensure sales teams maximize the value of their contact lists.

      • Track all contacts and related opportunities, cases, activities, and other details from a common repository
      • Create the hierarchy of contacts within a company to have a better coordination while dealing with customers
      • Import contacts from external sources, such as ACT, GoldMine, and other applications
      • Export contacts to spreadsheet software, such as Microsoft® Excel®, for further analysis
       

      Sales Management is used to ensure the sales team's work activities and tasks are managed for maximum productivity.

      • Add all important customer-related e-mails to Second CRM for quick reference in future
      • Store all the details of customer meetings and calls in an intuitive calendar
      • Manage daily tasks of the Second CRM users to have a streamlined sales process
      • Sales teams need good Reports & Dashboards to analyze and improve their sales efforts.
      • Pre-build reports for sales force automation
      • Sales pipeline analysis by stage
      • Monthly Sales pipeline analysis
      • Sales opportunities by lead source
      • Drill-down the dashboards by time and opportunity stage
    4. Marketing Automation

      Marketing Automation is an important Second CRM function that streamlines and enhances the marketing efforts of your team.

      Campaign Management is an integral part of marketing and Second CRM offers a number of features to manage and monitor your marketing campaigns.

      • Manage organization-wide marketing campaigns
      • Track campaign effectiveness based on customer data
      • Execute personalized mass mailing campaigns for the campaigns
      • Second CRM supports E-mail Marketing functions as outlined below.
      • Manage mailing lists based on existing data related to leads, accounts, and contacts
      • Create HTML templates directly from the system
      • Send mass E-mail campaigns from the selected mailing lists
       

      Second CRM provides other marketing-related modules, such as Calendaring, Contact Management, File Attachments, Content Library, etc. to help streamline your marketing efforts.

    5. Customer Support

      Second CRM provides enterprise quality Customer Support & Service features, for Businesses customer support force.

      Service Requests is a set of functions related to handling customer support issues, queries, and other service requests. A service request is the term used for a support request from a customer.

      • Track all service request related to customers end-to-end as per organization's customer support process
      • Associate service request with accounts, contacts, products, and other modules to have a better visibility on the service request
      • Create fully customizable list views as per Support person's requirement
      • Automatically update the status of tickets through E-mail
      • Create fully customizable service request reports
      • Create customer support statistics to help the managers to plan for a better customer support process
    6. Operations Management

      Second CRM supports businesses to achieve seamless integration between pre-sales and post-sales activities in a single application.

      Second CRM provides a Products Management module to capture and use product information, including pricing, so that sales team and other staff can apply this information in sales, marketing, support and other customer related activities.

      • Manage organization-wide product information
      • Associate products with other modules for a better 360 degrees view
      • Import product details from other applications
      • Attach product-specific documents, such as collateral, license agreements, and others
      • Upload product images for easy identification
      • Export product details to spreadsheet software, such as Microsoft® Excel® for further analysis
      • Create Price Books as per customer segment and associate products with Price Books
      • Procure products from the selected vendors list
       

      Second CRM provides functionality to enable sales teams to easily generate and track sales quotes for customers.

      • Track outstanding quotes from the quotes list view
      • Add line items to the quotes and update subtotal, taxes, adjustments, and grand total amounts
      • Select different prices for the same product as per customer segment
      • Create printer-friendly Sales Quotes and deliver to the prospect customers through inbuilt Email
      • Create Sales Order or Invoice with a single click from the Sales Quote
      • Avoid duplicate work by dynamically displaying the Billing and Shipping addresses of the prospect
      • Display quotes related to accounts under the related list
      • Customize Sales Quote fields as per your organization's requirements
       

      Once a sale is made, Order Management kicks in, which is a set of functions to ensure the order is properly serviced and fulfilled for the customer. Second CRM provides a number of features in support of Order Management.

      • Streamline organization-wide procurement and fulfillment processes with integrated approach of Second CRM
      • Track outstanding orders from the orders list view
      • Procure products from the best available Vendors/Manufacturers/Resellers list in Second CRM
      • Customize Purchase Order (PO) and Sales Order (SO) fields as per your organization requirements
      • Avoid duplicate work by dynamically displaying the Billing and Shipping addresses of the prospect while creating orders
      • Add line items to the Orders and update subtotal, taxes, adjustments, and grand total amounts automatically
      • Create printer-friendly Order (PO/SO) and deliver to the Vendors/Customers through inbuilt Email
      • Once the Sales Order is accepted, create Invoice from Sales Order with a single click
       

      Second CRM also provides a set of functions to support generation of Invoices. Invoices for customer billing are a critical step once a customer order has been fulfilled.

      • Track outstanding invoices from the Invoices list view
      • Create printer-friendly Invoices and deliver to the customers through inbuilt Email
      • Customize Invoice fields as per your organization requirements
      • Add line items to the Invoice and update subtotal, taxes, adjustments, and grand total amounts automatically
      • Customize Invoice fields as per your organization requirements
      • Avoid duplicate work by dynamically displaying the Billing and Shipping addresses of the customer while creating invoices
      • Associate invoices with the General Ledger account for hassle-free Book Keeping

     

    • Customer Support

      Second CRM provides enterprise quality Customer Support & Service features, for Businesses customer support force.

      Service Requests is a set of functions related to handling customer support issues, queries, and other service requests. A service request is the term used for a support request from a customer.

      • Track all service request related to customers end-to-end as per organization's customer support process
      • Associate service request with accounts, contacts, products, and other modules to have a better visibility on the service request
      • Create fully customizable list views as per Support person's requirement
      • Automatically update the status of tickets through E-mail
      • Create fully customizable service request reports
      • Create customer support statistics to help the managers to plan for a better customer support process

     

    • Marketing Automation

      Marketing Automation is an important Second CRM function that streamlines and enhances the marketing efforts of your team.

      Campaign Management is an integral part of marketing and Second CRM offers a number of features to manage and monitor your marketing campaigns.

      • Manage organization-wide marketing campaigns
      • Track campaign effectiveness based on customer data
      • Execute personalized mass mailing campaigns for the campaigns
      • Second CRM supports E-mail Marketing functions as outlined below.
      • Manage mailing lists based on existing data related to leads, accounts, and contacts
      • Create HTML templates directly from the system
      • Send mass E-mail campaigns from the selected mailing lists
       

      Second CRM provides other marketing-related modules, such as Calendaring, Contact Management, File Attachments, Content Library, etc. to help streamline your marketing efforts.

     

    • Operations Management

      Second CRM supports businesses to achieve seamless integration between pre-sales and post-sales activities in a single application.

      Second CRM provides a Products Management module to capture and use product information, including pricing, so that sales team and other staff can apply this information in sales, marketing, support and other customer related activities.

      • Manage organization-wide product information
      • Associate products with other modules for a better 360 degrees view
      • Import product details from other applications
      • Attach product-specific documents, such as collateral, license agreements, and others
      • Upload product images for easy identification
      • Export product details to spreadsheet software, such as Microsoft® Excel® for further analysis
      • Create Price Books as per customer segment and associate products with Price Books
      • Procure products from the selected vendors list
       

      Second CRM provides functionality to enable sales teams to easily generate and track sales quotes for customers.

      • Track outstanding quotes from the quotes list view
      • Add line items to the quotes and update subtotal, taxes, adjustments, and grand total amounts
      • Select different prices for the same product as per customer segment
      • Create printer-friendly Sales Quotes and deliver to the prospect customers through inbuilt Email
      • Create Sales Order or Invoice with a single click from the Sales Quote
      • Avoid duplicate work by dynamically displaying the Billing and Shipping addresses of the prospect
      • Display quotes related to accounts under the related list
      • Customize Sales Quote fields as per your organization's requirements
       

      Once a sale is made, Order Management kicks in, which is a set of functions to ensure the order is properly serviced and fulfilled for the customer. Second CRM provides a number of features in support of Order Management.

      • Streamline organization-wide procurement and fulfillment processes with integrated approach of Second CRM
      • Track outstanding orders from the orders list view
      • Procure products from the best available Vendors/Manufacturers/Resellers list in Second CRM
      • Customize Purchase Order (PO) and Sales Order (SO) fields as per your organization requirements
      • Avoid duplicate work by dynamically displaying the Billing and Shipping addresses of the prospect while creating orders
      • Add line items to the Orders and update subtotal, taxes, adjustments, and grand total amounts automatically
      • Create printer-friendly Order (PO/SO) and deliver to the Vendors/Customers through inbuilt Email
      • Once the Sales Order is accepted, create Invoice from Sales Order with a single click
       

      Second CRM also provides a set of functions to support generation of Invoices. Invoices for customer billing are a critical step once a customer order has been fulfilled.

      • Track outstanding invoices from the Invoices list view
      • Create printer-friendly Invoices and deliver to the customers through inbuilt Email
      • Customize Invoice fields as per your organization requirements
      • Add line items to the Invoice and update subtotal, taxes, adjustments, and grand total amounts automatically
      • Customize Invoice fields as per your organization requirements
      • Avoid duplicate work by dynamically displaying the Billing and Shipping addresses of the customer while creating invoices
      • Associate invoices with the General Ledger account for hassle-free Book Keeping

     

    • Sales Management
       

      Sales Management is an important Second CRM function that streamlines and enhances the operations of your sales team.

      Sales leads are a vital resource for sales and Second CRM offers sales teams a full range of lead management functions. Second CRM provides the following features to manage sales leads.

      • Manage leads end-to-end (from creating leads to converting them into Potentials)
      • Capture leads directly from your Web site and transfer to Second CRM Second CRM API's
      • Import leads from external sources, such as Web downloads, trade shows, seminars, direct mail, and other types of campaigns
      • Add multiple products to the leads
      • Qualify leads to next stage based on information captured in lead details
      • Convert leads into sales potential, accounts, and contacts with a single-click
      • Create fully customizable lead reports
      • Export leads to spreadsheet software, such as Microsoft® Excel® for further analysis
       

      Sales staff need to track and pursue every sales potential to maximize their success. Potential Management is another important sales function covered by Second CRM.

      • Track all sales potentials end-to-end in a sales cycle
      • Associate potentials with accounts, contacts, activities, and other modules to have a better visibility on the potentials
      • Generate quotes, sales orders, and invoices from the potentials
      • Create fully customizable potentials reports
      • Export potentials to spreadsheet software, such as Microsoft® Excel® to analyze the sales pipeline and quickly identify the bottlenecks if any
       

      Customer Account Management is central to sales, and Second CRM provides a number of Account Management features.

      • Track all accounts and related contacts, potentials, cases, and other details from a common repository
      • Specify parent-child relationships between accounts and their subsidiaries or other divisions
      • Import accounts from external sources, such as ACT, GoldMine, and other applications
      • Generate quotes, sales orders, and invoices for the accounts
      • Track purchase history of the customers and analyze potentials for up selling and cross selling
      • Create fully customizable account reports
      • Export accounts to spreadsheet software, such as Microsoft® Excel® to analyze the buying patterns of a customers and set up loyalty programs
      • Attach customer-specific documents to accounts for a quick reference in future
       

      Contact Management is another key sales requirement, and Second CRM provides a number of Contact Management functions to ensure sales teams maximize the value of their contact lists.

      • Track all contacts and related opportunities, cases, activities, and other details from a common repository
      • Create the hierarchy of contacts within a company to have a better coordination while dealing with customers
      • Import contacts from external sources, such as ACT, GoldMine, and other applications
      • Export contacts to spreadsheet software, such as Microsoft® Excel®, for further analysis
       

      Sales Management is used to ensure the sales team's work activities and tasks are managed for maximum productivity.

      • Add all important customer-related e-mails to Second CRM for quick reference in future
      • Store all the details of customer meetings and calls in an intuitive calendar
      • Manage daily tasks of the Second CRM users to have a streamlined sales process
      • Sales teams need good Reports & Dashboards to analyze and improve their sales efforts.
      • Pre-build reports for sales force automation
      • Sales pipeline analysis by stage
      • Monthly Sales pipeline analysis
      • Sales opportunities by lead source
      • Drill-down the dashboards by time and opportunity stage

     

    • Understanding Second CRM Concepts
       
       
      1. Second CRM terms

        The following are some of the common terms that you will use in Second CRM.

        Lead: A lead is a prospective customer. In a Second CRM, prospective customers are first entered into the system as leads. You may collect leads from your marketing events such as conference, advertisement, trade show etc. The goal is to convert a lead into a customer. Not all leads will result in a sale and be converted into a customer. This lead will contain all the information about the contact or the account available at this sales stage.

        Potential: A potential is an opportunity to make a sale, i.e. a potential sale. When you determine a lead could generate a potential sale, the Lead will be converted to a Potential. In addition, an Account and Contact entries for this lead will be automatically created in Second CRM. Businesses can determine when a lead should be converted to a potential. For example, a business may decide a lead that requests a quote can be converted to a Potential. The Lead entry will be deleted to avoid confusion and duplicate entries. All the information collected for the Lead is still available in Second CRM, but will now be presented in records for Contact, Account or Potential.

        Account: An Account is a customer account record for a customer or prospective customer. When a Lead is converted to a Potential, an Account for the prospective customer is automatically created in Second CRM.

        Contact: A Contact is the contact information for a given customer or prospective customer. When a Lead is converted to a Potential, a Contact for the prospective customer is automatically created in Second CRM. Accounts are the Companies with whom Businesses deal and One Account can have multiple Contacts (or persons belonging to that Company).

        Campaign: A Campaign (or Marketing Campaign) is a marketing effort to increase sales through a set of marketing activities. The goal of this effort is often to generate new leads and help convert them to new sales. A campaign can have other goals, e.g. improve the awareness or brand of the company. Second CRM can help manage, execute and monitor marketing campaigns.

        Quotes: A Quote is record information for a sales quotation, i.e. price, quantities, and other terms, for a potential sale to prospects. Second CRM supports you in the creation of quotes for potential customers. A quotation can be created for a Potential, for easy and automatic transfer of the customer data to the quote.

        Sales Order: A Sales Order is a document used internally by businesses to track and complete a customer order. A sales order may be for products and/or services. Second CRM allows you to record and manage Sales Orders and related information as part of your sales process. Once a quotation is approved, a Sales Order can be created directly from a Quote detail view. All the relevant data from existing records will be automatically populated in the Sales Order.

        Invoice: An invoice is a commercial document issued by a seller to the buyer, indicating the products, quantities, and agreed prices for products or services the seller has provided the buyer. Once a quotation is approved, an Invoice can be created directly from a Quote detail view. All the required data will be automatically added to the Invoice.

        Purchase Order: A purchase order (PO) is a commercial document issued by a buyer to a seller, indicating types, quantities, and agreed prices for products or services the seller will provide to the buyer. The Purchase Order is a formal notification and approval for a customer order, and kicks off the next stage in the sales process when the PO is received.

        Price Books: A Price Book is a named collection of products and pricing created to serve a specific purpose, e.g. a segment of the market. For example, a business may have a Price Book for government sales, where prices are discounted, or include additional charges. Price Books in Second CRM allow sales staff to easily quote prices when serving different types of customers that need differentiated pricing strategies.

        Service Contract: A Service Contract is a commercial agreement between a buyer and a seller, detailing the duration, terms and conditions for the transaction. Service Contract is normally to track time based service, e.g. After Sales Support, maintenance contract, etc.

        Service Request: A Service Request is a record of information related to a customer issue or service request. Second CRM use Service Request to capture, track, and manage, customer issues or problem reported, via email or over the phone.

     

    • What Second CRM provides
       

      Second CRM provides automation and management for the most important CRM functions viz. Sales Management, Marketing Automation, Customer Support and Operations Management.

      Sales Management streamlines various phases of the sales process and automates and manages many of the tasks performed by the sales staff. It includes a management system for tracking and recording every stage in the sales process for each prospective customer, from initial contact to final disposition. Sales Force Automation also include features for quote generation, sales forecasting and pipeline, workflow automation, and product and services and invoicing customers.

      Marketing Automation helps the enterprise identify and target its best customers and generate qualified leads for the sales team. A key marketing capability is managing and measuring marketing campaigns, including email, and direct mail. Marketing automation also includes capabilities for managing prospect lists, collateral, and internal marketing resources.

      Customer Support enables tracking and management of customer service activities and support issues. Customer service is an important differentiator for many businesses, and Second CRM helps them improve their customers' experience while increasing efficiency and reducing costs. Second CRM provide tools to manage customer issues and service requests, e.g. track and resolve support requests.

      Operations Management enables through modules like Asset Management, Purchase Order, Project Management and Payment & Receipts. This allows streamline flow of information from Sales & Marketing to Operations to Customer Support, for managing end to end Customer relations.

  5. EULA/Terms & Conditions