Crm opportunity management for facilities

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the subject today is Sage CRM with opportunities and workflow so there's a lot to Sage CRM a web-based customer relationship management solution it holds companies people addresses Communications um but the key thing that we're going to drill in today is the opportunity structure so we're going to start opportunities understanding that opportunity ities in their nature are designed as a sales uh presentation so in this presentation there will be others to follow um as we continue to roll out subject matter that we think is relevant to you and and at the end of this you'll have an opportunity for questions and also please send us feedback of of uh how we're doing or subjects that you'd like to see but in this particular one we're really talking about a sales process oper opportunities um in this H CRM vernacular are a place for a Salesman to manage his Communications with a prospect and guide that Prospect through the the sales process all the way to a close so when we look at this opportunities are based on the company the person that I'm talking with but really they're based on me the salesperson so I came in I started this out here we're taking a look at at my calendar and under my CRM I get to see things like my calendar my dashboard my contacts my leads my opportunities as well as things like um uh preferences that I may have or Shar documents that I may share with other team members this idea a of opportunity allows us to come in and look at opportunities that I may be working on now this is a Sandbox version so this is this is all test data play data that we've built out um to really show you what's happening so I've got a whole list of opportunities here I've got a list of customers that they come from and I've got them broken down into statuses and this bar across the top simply helps me organize all of them if I want to work on people that I've got proposals submitted to or leads that have come in uh or qual leads that I've already talked to and qualified I can do that the other thing that opportunities allow us to do is to get some idea of a weighted forecast so in an opportunity there is the ability to put an estimate now salespeople tend to be grandiose in their estimates that's going to be worth a million dollar but if you're a little more realistic in your in your estimate it will take a look at what your average certainties are across uh all your portfolio and your forecast and will give you some idea of of the type of dollars that you're looking at inside of your pipeline that you're working with and this is helpful the sales guys you know some sales guys want you know a $50,000 Pipeline and some guys want a million price uh pipeline it really depends upon the size of your organization what your organization sells and how many prospects someone is managing at any one time but let's let's take a look at these so if I wanted to create a new opportunity I have a button over here that says new opportunity and I can go ahead and create a new one and it brings up a blank screen for me to begin to enter data on now opportunities mean that that I at least know who a company is I I know who I'm making the opportunity to I may have gotten it from my supplier in a in an email please call Joe over at XYZ company or it may be a customer that I've been working with for some time and now they want to add something or they want to um increase something that that we sell so I'm going to come through here and I'm going to find the company now the only reason I have to find the company is because I've started from my opportunities so if I go look for um a Frontline entity I've got a couple of them out here that I'm going to use for presentation I can come through here and and do some testing with this and and drop this down now the reason I had to do a find here is because I'm not sitting in the context of this company so let's let go take a look at that if I came out here and instead of starting from my CRM I started from the context of a company like this found that same Frontline systems internal now I'm looking at a company summary page and when I go to the opportunities of that company I have subset at the opportunities that I'm working on just for that company not all the opportunities in my Pipeline and I'll see that I already have a test one here so I won't make a new one we'll simply work with the one that's here and when I open this I come into the top area now I've got no person selected here I've got no projects selected these details are completely adjustable for your particular purposes and then the status bar is controlled by workflow and we're going to go look at workflow in just a minute couple things that I want to show you about an opportunity an opportunity is a manila folder inside the CRM system for you to stick notes into so if I have a communication on this opportunity I'm sitting in the context of the opportunity and we know we're in the context of the opportunity because it's at the top of the list here so we are in the context of opportunity the test opportunity for the company called Frontline systems internal so it tells me all that right at the top and if I go do Communications here and log a call or a document or a proposal these are then available at the Frontline systems internal with all the other Communications that I have for that customer um but when I'm in the context of the opportunity just like sticking not notes in a manila folder I have only the notes or Communications that are specific to this particular opportunity and not all the notes that I'm working with we may have if if this was a big company and we were a big organization we might have five salespeople working on five different projects there might be50 Communications just in the last week across all those people and and you can get lost in the details so by using the opportunity and by hanging the communications on the opportunity you are now able to subset that data bring it down to a manageable size so that you can begin to work with it okay and you can hang other things on here we have a notes section if you wanted to add notes to an opportunity you can simply hit a new note here notes are different than Communications they don't have date and time stamps on them they're just notes um so if you had a block of text uh that you wanted to drop in there I'm just going to grab this invitation for our meeting today um and just throw that in there so that you can simply see that if I uh push a note in there all I get is the basic note and and I can see it but there's not you know it's not much to it whereas a communication gives me the ability to create a start and stop a due date I can make it a task or an appointment it shows up on my calendar if I create an appointment to call someone at 10 o'clock on a Friday it will show up on my calendar as a call and I can alert myself 30 minutes in advance that's the advantage that Communications bring but they are still all in the context of the opportunity called test in this case one other thing that that uh I want want to show you and I'm just going to uh pop out of here and log in as an administrator to to show this to you so as I simply change users in the system go back to the um uh my CRM opportunities section you'll see this one called Tas for Frontline systems again um and when we pop this open U something that I've got set up here for this user is the ability to do quotes and orders now if you are connected to Sage 300 Erp with your CRM system this is an option to you uh in the current versions We can come in here and we can create a quote by using Erp data so if I come in here and say I want to do a new quote I can open this up it's going to take just a second because I'm on a test server and everything's on the same server it's just a wee bit slow but I have everything here I can put a description a date it brought through my main information I can identify account sets if that's important to me I can come through here and do ship to addresses I can create new ship to addresses um so I don't have any here but I could create a new one if I wanted to I can create ship Vias here and now I can come through and identify salesperson for this particular project I can also come through um and scroll down a little bit um and and begin to put in items if you see down here on the bottom of this screen I can come through here and do an item or miscellaneous I can grab an item right out of my inventory control list I'm going to just pull this up a bit come on all right so if I get my bars to come up I can slide this up a little bit so I can pull my inventory right out of my inventory list uh inside of my sage 300 Erp system uh I get the the description out of accounting I get the location out of accounting I can uh identify the quantity that I want to quote I get the pricing off the price list I can modify that pricing or I can extend a discount all of this I can do add comments uh add instructions and if I had optional fields on my order entry system they would also appear here I can put comments I can put total discounts and if I come through here and say that I want to save this it will say I haven't quite finished everything account set can't be blank sales split can't be blank and you must enter a sales split and that's just some oversights on my part uh because it's demo data I have to put in a sales split here this would normally be defaulted um in your system and you wouldn't have to do that see if I got everything if it's happy okay so what it's doing right now is it's communicating with the accounting system and you'll see that it's issued me QT 0018 now the interesting thing here is that if I go ahead and uh just minimize this a little bit I have my accounting system running right here behind me and if I go into order entry orders and I go to QT z18 I get the um item CRM customer item number I get the information that I just processed in the CRM system in real time in the order entry system so just one of the things that that depending upon how you're operation runs what's important to you how your salese work one of the things they've added in the most current versions of CRM that that you can begin to do this now you do have to be at least on 7.1 uh but 7.2 is much more stable um and you have to be at least on 2012 but get the 2014 the most current platforms are the preferred uh to do this with um but it very very nicely lays out and allows you to manage it now you could make edits to this you can print it um and really what it's doing is is printing it to a PDF uh so that you can uh uh email it but you can also uh print to an air printer there's some other options in there that you can do um but more importantly you can simply manage the opportunity here with this additional information so if we now go back to the summary of the opportunity um we can continue to move through this okay so we've talked about the opportunity being a a holder a placeholder for a Sales Event we've talked about the opportunity being uh a place where we can subset data now we've talked about the opportunity as being a place where we can put a quote in our accounting system but link it and manage it uh with the opportunity with any other supporting documents um or Communications that need to come in there so now we want to kind of move on and say all right I have uh created this opportunity I have uh made some Communications uh I've done uh whatever needs assessments that that we do and so there's some stat stes that I may want to update this on so that when I come back to that my CRM and and get that bar graph at the top that it's accurate that it's that it's right um because like anything we only get back the data that we put in so over on the right hand side over here we have some availabilities qualify proposal submitted and reassigned and this is part of workflow so if I go through and say that this is qualified it brings up an area I can reassign it to somebody else it changes the status automatically to qualified it's still in progress and I can make uh notes Here If I want to talk to them um um they are interested now I will tell you I don't normally use the tracking notes um because I have this type of information in Communications uh but certainly uh you can and when you hit the save then um it simply changes the status maybe changes the certainty you can program that or leave it but if I go to tracking up here I can track what happened to this opportunity so you can see here that it was created that we had a proposal sub submitted and we've updated it to qualified those are the events that have happened on this opportunity at this point in time so again we may continue on with our sales cycle we may have some additional data here we may have a marketing campaign not something that we're going to talk about today but if we did we could come in and attach this to the campaign uh we can come in and and edit some of the data notice it has a forecast of $499 because we wrote a quote uh against it so it's updated that in the in the forecasting uh values um and we've got a close by priorities teams all of these can be adjusted as we learn more information uh about the opportunity but as we move to each step we can come through and update its current state or its current status now the last one we did was was called um qualify and now that it's qualified I can negotiate I can reassign I can do a demo I can submit a proposal and each time I pick a an option here it's going to give me a different set of choices and that's called workflow so if we take a minute and pop over to workflow we can actually look at the workflow that's for this opportunity now the workflow that we're looking at is standard it comes with the system and there are a variety of them you have cases and Communications and leads and campaigns and waves but we're going to look at the one for opportunities so this is a workflow it's a lad based uh logic scheme and you come up with a set of rules that you can create and a set of states where the those rules are created so you come from the start and if you remember we hit a button called new opportunity that started the process and and then I dropped down to qualify proposal submitted or reassign now reassign is up here and reassigns got this little circle on it and what that means it's a global rule so that means the reassign rule is always going to be present in the menu structure but as I come down through each of these options I change the ladder so when I went to qualified I got negotiating proposal submitted or demo which are the three that we looked at along with reassign and based on what I picked it would jump to this appropriate one so if I pick negotiating it would go to the negotiating branch and say proposal submitted or sold if I picked a demo it would jump all the way down here to the demo branch which would then give me the option of negotiating proposal submitted or sold so I can change each of these based on where I go if I go back to proposal submitted it goes back to quoting which means I jump up here to the top where quote the quote ladder start starts if I go through to quote and hit sold it then jumps to the sold section wherever I hit sold that it jumps to sold right here where it has a ladder below it and I can close this or I go to a presentation demo so I build these as I say by simply putting in States and rules so let's go look at a state so if I have a state called qualified first I think I have to do is put this in edit mode so if I have a state called qualified and I take a look at that there's not much here it could be an entry state which only start is but really it's just a name placeholder that the that brings up the name of the menu the real key is not the state of qualified but the rule that it is that it is through here so if we look at qualified and come down here and hang it some someplace you know we can we can drag and drop these but if we come through here and say qualified now we get some rules so the rule name is qualified it's a transitional rule versus a conditional rule a global rule a primal primary rule or an escalation rule so transition rule simply means we're moving from a status of a to a status of B we're trans positioning to a different position in um in the process so I have brought over here opportunities or columns that I want to display for uh Amendment or I want to set the values automatically so notice in the stage here I came through and I said set the column value the column is opportunity stage I want to force the value to opportunity it's readon I can't change it so I could then add a bunch of other scripting and it's extremely powerful what we're looking at here is very very basic um and and we move on to a different one an opportunity status we can append it um but now we are allowing it to be uh uh amended so we're allowing it to be opened up and added but as an example if I wanted to open or add a new setting I could come down here and say I want to add a new setting and I could say I want to set a a case value and let let's back up there and let's just look at this for a second I could say that I'm setting a new one and this is what I have available I can set a column value I can reset a column value I can display something so that you can do an entry or I can pop a message on the screen I can also show notifications on the screen I can send an email or I can send an SMS message to somebody that has moved to this state followup actions I can create tasks from within here opportunities cases leads Solutions I can create merge documents I can execute a SQL statement so if I need the database to reflect something I can execute a SQL statement I can even have stored procedures in the database and execute a stored procedure from within the workflow so we see that it's very very powerful and I can continue on and create outbound call list export groups Etc we're just going to set a column value so now that I've set a column value I can come through and identify which value that I want to uh that I want to do so now that I've come through through and grab something I can set that value and it knows if it's a text value or a drop-down list value based on the type uh that it's here so if I grab type again it would change and give me one of the values that are in here as an option to set it to because I'm telling it that I'm Force setting the option now we're not going to bother to save this I did this just to show it to you but if we come back to back to here and make this active again so that we can we can work with it we'll go back to the opportunity and give you an idea of how this workflow functions so as we said we're through the qualifications I can now say that I submitted a proposal and it comes up here and it allows me to reassign it assumes that I now have a 25% certainty of closing this sale it still has the forecast of $499 because it's taking that from the quoting activity and I can write a tracking note if I want and as I said I rarely write tracking notes but now notice that we've moved on to the next stage we say that we've sold we've reassigned we're negotiating or we're doing a demo so let's say we're doing a demo now if you recall I get this same thing and and nothing's changed it's still 25% certainty I haven't reset uh the value there but notice that I get a new set again I'm now negotiating proposal submitted or sold in here so if I resubmit a proposal I still get the same 25% and I come back up here and now I've got my demo option in place again if I go to negotiating I come up and now it's a 50% certainty because they're talking to me we're negotiating they haven't rejected my proposal so now I get back to resubmitting a proposal based on negotiations or sold and when I get to sold it then changes the status I can do tracking notes it says sales agreed it changes the status from impr progress to one and the certainty to 100% And I go ahead and I save that well now this is is for all practical purposes this is completed now the last step because sold only means we have an agreement so now we've executed contracts we've delivered the product we've gotten paid and as a sales guy we're done I can come in and close this sale closed we're done and now it's got a status of closed and when I go look at it in my uh in my opport unities lists here it will drop off the list why because I'm only looking at things that are in progress this is done so it dropped off the list for me so again back to the original opportunities are for the salesperson to track and manage the relationship the communication the documentation that is happening to a customer Prospect slle so that he or she does not get overwhelmed with little slips of paper and little yellow posty notes all over their monitor that the information is brought together in a single place so the last point that I want to show here and then we're going to open it up and and have some questions but the last place that I want to take you to is team CRM now the team CRM allows you to bring together multiple people and we're going to go out to a month view multiple people and bring together all the activities of their uh calendar all of their opportunities and I don't have the bar turned on for the administrative user but you would have the bar of their statuses these are all leads right now so that would uh do you a lot of good but you can look at all of these together based on the team so if I come in and select it for all teams now I can see everything that's out there so this is a way for a sales manager as an example to build teams uh maybe by product grouping and look at individual teams across multiple salespeople or look at all the opportunities that's out and if you've got that bar uh in place that we were looking at before it would have a big bar chart and tell you how you split between leads and qualifies and negotiating and and all the different settings that we had in the workflow so by teaming opportunities which your salesperson is going to manage with workflow you can guide the salesperson through the sales process and we know that salespeople don't like to be Meed in in what they sometimes call administrative craft we can get them to update things like their certainties um you know are you 25% certain or 50% certain without being overly optimistic by simply hanging them on the stage of where they are in the process so as they come up through qualified as they come up through uh writing a quote or submitting a proposal through the demonstration process we can increase those possibilities of a close um and by adjusting the close dates we can get some realistic pipeline forecasting in a weighted measure how many dollars of sales are they likely to close this month um and and by saying that you have a 50% certainty on a $500 um item that has a Clos date at the end of the month we you know in a weighted average that you have a $250 um pipeline for this month now obviously you know nobody's going to eat off that kind of pipeline so we want it to build we want to grow and and and we want the salese to see that pipeline so that they can work to build that pipeline up um but we we know that they may not update their information effectively and the pipeline doesn't work if we don't update that information effectively that's where we can really utilize even a basic workflow and then we can advance it from there uh you know we've done workflows where you get to a certain point in an opportunity and it splits the opportunity in half and and you take you know the existing opportunity takes one range and the other one takes the other opportunity or it creates a case because we've gotten to a point in the opportunity where I now need to engage a technician and technicians don't work on opportunities they work in cases so I may create a case to tell the the engineer what I need them to do as part of the sales quoting process all of those things can be done in the workflow process to enhance opportunities and opportunities themselves can be enhanced and expanded um even to the point of bringing in or tying in outside systems uh we did a system for a company that does uh uh add uh information so from the opportunity you then jump in and you create ad data what issue is it going in how many inches of AD data does it have color are we repeating it all of that information is an extender off of the opportunity the opportunity is the front page but the extender is really the meat and potatoes of their business and we were able to extend to do that so there's a lot of flexibility here but just out of the box which is all we've been looking at today with the ability to create the you know workflow and we could have multiple workflows here so we could have a new opportunity for product line one a new opportunity for product line two and a new opportunity for product line three all with little buttons here each one being a different workflow because if I come back to this workflow here's where it says New Opportunities part of that start process and this is this is an entry uh into the system okay so I could have another uh opportunity workflow called you know new opportunity Machining and and when you are over in your in your opportunity creating that new opportunity you can create and jump into the appropriate workflow for the type of product that you're doing so that's kind of a summary uh you know in the in the 35 to 40 minutes that we had available here today uh that's a summary of the opportunities in Sage CRM a completely webbased solution uh runs on an i server can be run in the cloud can be integrated to your Sage 300 Erp but the opportunities that you saw are completely functional with or without uh P integration um so if you have other interest to that certainly reach out to your uh sales account manager or simply send us an email uh and uh or give us a call and we will get someone to talk to you about how save CRM how opportunities management the other features can work with your company and your systems to enhance the opportunities to manage the sales process for your organization