Open source sales funnel for Technical Support

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well welcome back this is the second part of talking about managing the sales funnel with open source software mostly in our first part we looked at the start of the sales funnel starting with prospects or targets if you prefer and getting them to the next stage we get these prospects through social media Facebook Twitter or through our content marketing program and we get them to the next stage as they express an interest in something we have to offer such as white paper in our example and give us their name and contact information and Salesforce automation terms this converts from a prospect to a lead and we saw how we could accomplish that with the Joomla content management system and Suite CRM the next step is to convert them from a lead to a customer we'll take a look at two parts of this first to download the white paper they joined our mailing list we'll need to mail them about once a month giving them information they can use and a call to action if they want to learn more also their lead information ended up in our customer relation management system sweet CRM we can now set up tasks to contact them to drop them a personal email make a phone call this personal contact is where the art of salesmanship comes into play after they purchase from us and convert from a lead to a customer we can nurture this ongoing relationship between us and our accounts by another nice integration between Joomla and Suite CRM let's see how this process works when the lead decided to purchase our goods or services they then become a client or customer in our account for most CRM systems these terms are synonymous in Suite CRM when the lead converts to a customer it not only creates an account record but also a contact record contact contains the information on how to get in touch with a specific person at a client to do this we go to the leads details screen and from the drop down menu we choose convert lead there we are and save it so now we have a new contact and a new account let's go to the contact and take advantage of that Joomla to Sweet CRM integration I mentioned we go to the contact screen and choose create portal user now what's this this creates a user login for Joomla our content management system which runs our public facing website whereby our client can log in and see client only help topics and even file a help request so how does the client know we've done this when we created their portal user account they received an email with their login information right here support portal account created this has their password now they can go and log in with their email account and the password they just received notice that to the public there are two main menu items but once we're logged in there are three this has client only resources there are also new menu items visible only to logged in clients one in particular new case this is the support ticket we can put in a subject need help with SEO and is a product priority is medium my doing what should to help my SEO they can even upload a file they save it and they can see the new ticket and when it was created we'll now switch hats back to the Sweet CRM user in our organization go to the client record and we can see now a case for that client need help with SEO we can look at it we can reply to it and now the end user can see our reply we've now walked through the complete sales funnel and shown the mostly open source technologies that can be used in this particular workflow if you compare the cost of the open source and low-cost pieces presented here to other proprietary Solutions I think you'll see open source presents a compelling case so thank you for your time and do sign up for our updates at openfacesystems.com