CRM Campaigns

Trivaeo offers a module to manage the email and “snail-mail” campaigns and to track the success of other Marketing campaigns. undertaken and the aim is to keep the contacts (targets) in CRM and integrate with a suitable email bulk sending platform (such as Mailchimp). With this in mind, this module is NOT designed to replace Mailchimp. It is designed to track the results from Campaigns, as and when Leads materialise and to track which Leads and Which Sales are coming from your Marketing Campaigns

Starting a new Campaign

Click on Campaigns from your CRM Coversheet or from the left main menu under CRM. Click on top-right of page “Add New”

This opens a short wizard that takes you through the process of creating a Campaign. Clicking next opens the next screen

You can now select as many Contacts from your CRM to aim your marketing campaign at. This will allow you to manage telephone or email or “snailmail” campaigns or even Facebook or other Social Media campaigns. Use the groups you have created in Contacts to select the contacts you want to target. There is no limit to the number of contacts you can target I one Campaign. Click on the Search blue icon and see the relevant contacts appear on left side of page Click to either select the ones you want to select or click “select all” and see them appear on right side of page Click “next” at bottom of page to move to next part of the Wizard

Click on Save and Exit. It is possible HERE to create your own email and edit it using the very limited editing tools we provide. However, it is much more effective to now use the built in Integration to Mailchimp to do this.

The final screen allows you to execute the Campaign and start to use Mailchimp Integration.

Mailchimp Integration

• Here you will need to be signed in as a Main Administrator of the system in order to set up your Mailchimp Integration and to manage Campaigns.

• Mailchimp allows you to manage email campaigns if you have selected groups of email recipients from your CRM in a Campaign

• Find Administration / Main Admin and see section that handles any Integrated products you may use.

• Select Mailchimp

• Fill basic details about your campaign and click “Start” to create new Campaign in Mailchimp

• You will now need to enter your Mailchimp Account details.

• Now follow your normal Mailchimp process. • As the Campaign goes along, your results will be shown in your Mailchimp account as well as in the Campaign summary (click on list view item in Campaigns to see details.

CRM Comms

CRM Communications History and email Integration

  • Great control and sharing of communications are the essence of service. Trivaeo has integrated a module dedicated to the control and sharing of communications. This is in addition to the module dedicated to just tasks management. “CRM – Communications History is an easy to access vault that holds records of all communications between your company and clients.

  • This module is split into three parts.

    • Firstly, the whole CRM suite is integrated to an email collector that will watch your incoming emails and allow you to tag outgoing emails to the collector. When a client email address is mentioned, the email is captured and held in the Contact record for that client.

    • Secondly, CRM also has an integral email server of its’ own. Called easy mail, this allows “service emails and reminders” to be sent and (more importantly) to be seen to be sent from a system email server, rather than from anyone’s individual account.

    • Finally, we also allow all other methods of communications (meetings, Skype calls, Telephone calls etc to be recorded in a central vault for future perusal.

Communications History

  • Access this vault by clicking on “Communications History” from your CRM Coversheet.

  • See all communications logged in one place as per the illustration below:

  • You can see from the above picture that this Module allows storage of all communications logged as part of the sales and service processes for any contact or company in CRM

  • Standard Sort and Filter controls on the top of the page.

  • Ability to “quick search” within all records to quickly find the required information

Editing Communications Records

  • The picture below shows how each record can then be edited to show a summary of the entire record. This allows quick view of notes and saves time.

Creating a New Communications Record

  • The Communications tab is all over every other module inside CRM.

  • The aim is to make it easy to log communications for contacts, companies, leads, opportunities, service records etc etc.

  • To this end, virtually every record inside CRM has a Communications tab attached.

  • Below you see one that was selected from a Contact Record.

  • You can see that all comms added there are recorded here (but they are also held forever in the central repository – Communications History.

  • You can also see that calls as well as written communications is stored as a record here.

  • It is also possible (Not standard) to arrange for Integration with a Call Logger to actually hold the voice recording of calls here.

  • Just click on add new to bring up the following form:

  • You can see that it looks and feels like the tasks menu, so easy to learn to use.

  • You can also see that there is a place to delegate the next Communications to colleagues by using the “Schedule + button

Email Integration – Easy Mail

  • Part of CRM is an inclusive email service called “Easy Mail”.

  • Easy Mail is NOT meant to be a replacement for your existing email service.

  • Easy Mail allows all reminders to internal colleagues and also all external mail to clients and suppliers etc. to be sent from a “system email address” such as “NoReply @XXXX.

  • This service works from day one, requires no formal set up and is part of the standard CRM service.

Email Integration – Your own email

  • CRM is pre-integrated to both Outlook and Google to allow easy use of emails.

  • This is done via the Trivaeo “Email Collector”

Email Collector Account set up

  • An email collector account is a chargeable service. So requires your system administrator to purchase this service.

  • However, each COMPANY only requires ONE Email Collector license.

  • You will find details on what to do about email collector as soon as you click on “emails” inside any record.

  • If you have an email collector license you will see the emails sent and collected in that repository. Example below:

If you DON’T have a license to use the collector, you will see this message:

  • An example email address you can choose might be YourCo@Crossroadscollector.co.uk

  • Speak to your Administrator to get access to the email collector.

  • See ADMINISTRATION / COMPANY SET UP to find out more.

Email Collector use

  • Using email collector is easy:

  • IF an existing contact in CRM send YOU an email to your own email address, then the collector will see it and put a copy of that mail into the relevant contact record.

  • IF NO record of the sending email exists it will ignore the mail

  • If you send a “REPLY ALL” email back to the client / contact just BCC. The collector address and the OUTGOING mail will also be collected in the contact record along with any attachments in the mail.

Integrating your own OUTLOOK 365 or GOOGLE Account

This is super easy:

Click on “MyWorld” in main left menu

Inside MyWorld select “Sync Manager”

Then the screen below is seen:

 

Follow the short wizard to personally integrate your CRM service to your own email and contacts and calendar / events.

CRM Companies

CRM Companies

  • Just as CRM / Contacts has a list view, so does the Companies you hold in your CRM. See CRM / Contacts for more information. A Company in Trivaeo CRM is any organisation you might want to store information about, (apart from your own).
  • This does not restrict you to storing only customer information. You can add information and track progress with Suppliers, Partners, Suspects, Prospects and Competitors here.

  • Highlighted in the picture above are some key parts of the Companies list view:
  • Click on “Import or Export” to work with CSV or XLS versions of data. Trivaeo offers a highly intelligent import and export process which is so easy to use.

  • By clicking on the Cloud Icon circled in the picture above you can import any spreadsheet of Companies and Contacts.
  • If you would like to know the very best way to organise the imported information prior to import (this will make it much easier to do), download either the XLS or CSV example / model file and use that to add your own information.
  • Once added Company information can be opened to edit using the pencil icon on the top picture above. Or opened to view with all information visible by simply clicking on the blue writing in the list view.
  • Once opened to view, you can still edit information by clicking the yellow “Edit” button that appears on top right of the screen.
  • To move quickly between screens, you can either use your browser back button or click on any white or blue writing on the page. For example: Go back to the Companies list by clicking on “Companies” below the CRM heading.

Sorting, editing and Filtering Company information

  • You can select all, select individual lines from the list, filter by set vectors, or create your own filters by using the standard button on the top of the list view.

  • When adding a single Company record or editing information, Trivaeo has ensured there are no “dead-ends” that will mean you cannot complete the record. To do this we enable “the starred boxes two of which are highlighted in the picture above.
  • The Account number of your companies can be arranged via the Administration / CRM Admin to run consecutively.
  • See CRM / Contacts for more information on Client and Supplier boxes.
  • By marking / selecting one of the contacts as “Main Contact” this is the main name that will appear on the list view.

CRM Companies View Form

Click on the company name from the list view to open the view form.

For more information on the options in the red square in picture above, see CRM / Contacts.

It is possible to view just about every single thing that is happening in your company that reflects on this record.

No need to store information. The information pertinent to this record will automatically be populated as you work in other areas of CRM.

For example: When you choose to create an “invoice” or an “Order” , this information wii always be stored in the company record as well as in the relevant file.

CRM Contacts

Note CRM Contacts uses links from CRM / Admin to establish Groups and Account Type. Whilst these are not mandatory, you will find it harder to locate individual contacts and to note what sort of contacts they are without using this drop-down box dictionary-fed information.

The Contacts List View

Small Circle pictured shows area in list view / Contacts to edit, or select drop down to upgrade contact to a “Lead” or to select the first letter of the contact for quick find. Delete will delete the contact permanently after you click “OK”

Large Circle in picture above shows area where you can select, quick add and filter listed results. To the right hand side, you can see an area to select contact based on the earlier “Groups” you set up.

Quick add” and “Add New” allow you to add new contacts with all information or just limited (Quick) information.

You can also IMPORT and EXPORT your contacts using the green buttons on the top right of the picture. See the separate “Adding Contacts from Import” and “Exporting Contacts from CRM” Wiki entries.

Opening a Contact to view

See a list of all of the contacts visible to you by permissions by clicking in CRM / Contacts.

Clicking directly on a contact will bring up a detailed view of that contact.

Viewing Contact Information

  • After you have clicked on the contact name in blue from the contact list view. A fantastic amount of information is available to you to store.

  • The left-hand menu shows what is in each tab (see pic below)

  • The other selected content to note is the ability to “watch” a contact – The CRM system will email you every time this contact is viewed by others or edited by others

  • The last contact and next contact and follow up area to help with contact planning tasks. These will create tasks if you have the associated “Task Management” Module from Trivaeo.

  • Created tasks will send email reminders of tasks and also appear in the “tasks” list to be edited and when finished deleted.

  • For “Opportunities” , “Leads”, “Communications” “Quotes” and “Orders”, please see information about that function.

  • The “Activity” tab allows you to pre-set (in ADMIN / Process ADMIN) tasks or a process that you want each new Contact to be treated with. Clicking on this tab will open a chart of pre-designed tasks that you can drag and drop as you complete or assign to others. A further Wiki entry in “Process and Collaboration” will show you how to set up this excellent function. You may also add tasks manually here and use the board to drag and drop to track who is doing what with each contact.

  • The “Emails” tab saves an indelible copy of every mail this contact sends to you and every email you send to them. For more information see “Email Collector” and “ADMINISTRATION EMAIL COLLECTOR”

  • The “Links” tab allows you to link this contact with other pieces of information in the system and other contacts and to state a defined reason for the link. A typical use are contacts that live in the same house, or are related etc etc.

Editing a contact

Clicking on the pencil mark at end of each line allows the contact information to be edited.

Or from the opened contact page, click top left box “Edit”

All information on the contact is then able to be edited. / Changed

Click “OK” to save or “Cancel” to delete changes made and close.

Filling in information about each contact

  • The salutation box is fed by a dictionary found in CRM / ADMIN.

  • The only mandatory boxes (in pink) are First Name and Last name.

  • CRM system allows you to define a choice of how “preferred name” – (the name used by default when you produce communications such as emails) is used.

  • Setting the contact as “main contact” will always show this contact first when you view it from within a company record.

  • The reports to drop-down will allow you to set up a reporting line with any other contacts in the same company. If no contacts drop-down then your contact is the only contact already entered in this company. This can be edited later bay seeing how to “Set up Reporting organagrams”

  • “Authority” box is fed by a drop down from a dictionary in CRM / Admin. It allows you to define what is the area of authority this contact has in a company. For example is she boss of finance or contracts or quality?

  • The “Incorporate type” box is fed by a dictionary in CRM / ADMIN. State if this is a Ltd company by shares or a partnership etc. This function is particularly useful if you want to use the CRM contacts and companies with Trivaeo job scheduling modules in future as you would be able to set up jobs for different types of companies based on their Financial Year start and the type of job required. For example: you might be an accountant that want a reminder to undertake annual accounts 1 year after 1st April – Incorporation date.

  • “Financial Year start” – Use if required as above.

  • Clicking on the box marked “Is Private” will stop anyone else in your organisation being able to view or access this record. Allows you to use the CRM for your private contacts as well as shared.

  • The “Account Type” box is fed by a drop-down from CRM / ADMIN. It allows you to filter contacts by type from the list view.

  • Further Types (specialised processes) can be used for “Clients” (customers) and for “Suppliers” if these are ticked.

  • “Factor” allows you to define what things are most important to this contact – For example, as she told you that price is HER most important consideration?

  • “Role Type” allows you to define exactly what this contact does. Not just her position.

  • “Account Number” can be set up in CRM / ADMN to default to an on-going automatic numbering scheme if you wish. Or you can enter manually.

  • In addition to the “Account type” you can also define “Groups” for each contact. A contact can be a member of as many groups as you wish. This is a great way to allow for easy-find lists for marketing etc. You should pay particular attention to the way you “Group” contacts and companies.

  • The email field is a unique way the CRM will identify a contact. No two contacts can have the same email address. This allows CRM to control dulcification. You will note a GDPR compliant feature beside the email. It is possible to click here to stop any unwanted emails. Clicking here will stop the Campaigns system from selecting this contact if GDPR setting does not allow.

  • The “Relationship” box is useful to track who in a company you are already speaking to etc. The system defaults to “No relationship” unless you add an entry here.

  • “Show in contacts line” is a control suitable only for MLM companies and not needed in general Sales / CRM situations.

  • “Owner” is a multi-box that allows you to define who owns each contact / account.

  • On other tabs you can show more “Contact Information” such as Address and Skype and Phone numbers. Please note GDPR compliant controls to allow phone and Skype contact opt out.

  • Private details tab is only show where you have permissions to see this information. (See CRM / ADMINISTRATION).

There is a drop-down list of all Companies ALREADY added to the CRM.

But if you want to add a new company at the same time as adding a new contact use the small wheel shown in this picture next to the drop-down arrow.

It is not mandatory to assign a company to every contact, but if you know which company they work for or are in, this is usually best practice.

Watching a Contact

 

  • Any Contact in your CRM can be “watched”. This is a process of following who else has seen, opened or edited this contact

  • When a Contact is viewed opened or edited by others and you have elected to “watch” the contact, you will be emailed an alert each time.

  • Set up a watch on any contact by clicking the eye icon at top left of Contact view form, near the picture upload area.

CRM Coversheet

Select Trivaeo CRM by clicking on the CRM square on the main company coversheet. Or by selecting CRM from the expanded left menu.

CRM Coversheet

Every Trivaeo module has a coversheet of its own. The coversheet is to show the main modules within the applications and solutions you use, so that you can click on them and go to information and tasks as quickly as possible.

The CRM coversheet will automatically show when CRM is selected on the left-hand menu as per the picture below

CRM Coversheet Edit

You can edit the coversheet for your own preference by clicking the pencil icon on the right.

This then opens a widget selection box for you to choose the widgets you want to see on your coversheet.

The Trivaeo Modules you use will be listed on the left of this menu and the available widgets within that module are shown in the centre.

Note that some widgets may be empty if you have no information to show or you have not been allocated applications this widget refers to.

To save your choices. Click Save and close.

Trivaeo Widgets

A “Widget” is a mini report. It contains a graphical representation of information that you can store and show on your own coversheet.

 

If, for any reason, your widget shows blank or says you have no information to show. You will either need to set up this record in Administration / CRM / Administration or add yourself to the Targets set up. (See Administration of CRM / Targets.

CRM Leads

No need to re-input information IF the contact or company you want to add as a lead is already in the system. Simply open the drop-down list at list view of Contacts and select “Create Lead”.

CRM Leads is designed to separate enquiries you have from the main contacts and companies lists.

It is important to know that by creating a “Lead” this does not delete or move the Contact information.

Leads is part of a process to take contacts and show movement as you collect more information.

Adding a new Lead in CRM

Either click on the + button in the “leads” square on your cover sheet or go to Leads on the CRM menu and click on add new. The form that appears is the minimum information required to add a new lead to the system.

Start typing the name and company name of the Lead and IF it already exists in CRM Contacts it will not allow you to duplicate, but rather will offer names already entered.

IF the lead you wish to enter is NOT already a contact in CRM, the lead will be created as you wish, and the contact will also automatically be added to “CRM / Contacts”.

List view of CRM Leads

The list view of all leads created will show.

Only leads that are current will show. Leads that have been deleted or converted into Opportunities will “Move” along the process. The Lead has not actually disappeared, just progressed into the next stage of the enquiry.

All list views on Trivaeo CRM have access to the same filters and sorting and search facilities. See CRM / Contacts for more list view information.

Upgrading Lead to Opportunity or Order

  • From the Lead list view, you can “upgrade” the Lead.

  • This is part of the CRM process. If you wish to utilise long term opportunities and track the progress along your own sales process, then upgrade to opportunity by clicking on this choice from the drop-down box shown above.

  • If the Lead has already processed into an “order” Then you can click on the same drop-down list and select “Create Order”. This will allow you to start the whole Sales Order Process.

  • IF you subscribe to Trivaeo Omnicient Solution, you will also be able to add sales orders that link directly to the stock you have.

Managing Lead Activity

  • For times when you need to control who does what with Leads as they are worked on, Trivaeo provides the “Activity” module marked in the picture above.

  • You can create your own tasks / activity individually by “Add Task” on top of this screen.

  • Alternatively, you can create ready-made activity templates in Administration / Process and Collaboration Admin / Activity Templates.

  • Once set up in admin, you can define who does what and see all of these tasks as they mature and progress in the Main menu / TASKS MENU.

  • These entries (as they are worked on) can be dragged and dropped across the task board or you can click on the pencil mark on each entry to edit who does what within another form.

  • Here you can now decide if you are doing it or if you want to delegate the task to others.

  • Just tick or un-tick the box that says “My task”

  • Names of others in your organisation will appear and they will then (as part of the process) be assigned the task and sent an automatic email to inform them and to ask them to accept and start work on that task.

Managing Tasks

You can see all tasks (not just ones appertaining to Leads) in the Main Menu on left side under “tasks”

You can see from this picture that each task on the activities / Leads has a separate entry.

Each one of these tasks has a process associated to it and an owner and also a set deadline.

Automatic email reminders are sent by the system to each task “owner”.

Editing Leads

The main item to be edited inside the Lead Edit form is who owns the lead and what status the lead holds.

The status box marked above uses a pre-defined dictionary that can be seen in Administration / CRM Admin / Lead status.

CRM Orders

CRM Orders

You can create, manage and process orders (Sales Orders) as part of the Trivaeo CRM.

Sales Order Processing (SOP) is designed to be an integral part of the CRM Sales process and is linked to every single part of the CRM suite of modules.

CRM Orders List View

  • You can view a list of the Sales Orders currently created by clicking on “Orders” from the CRM Coversheet or by selecting CRM from the main menu , then selecting “Orders” there.

  • On this list you will be able to see the following information:

    • The Order Number

    • The Order date

    • The amount of money the order represents

    • The current status of this order

    • The Company (if any) that the order comes from

    • The contact (if any) within the company

    • A Deliver by date (if known)

    • Responsible Person in your company to make the order and send

    • A Project name (if this order is linked to a project)

    • An opportunity name (if this order came from a working opportunity)

  • The blue writing are links that you may click on to see more information. For example: If you click on the Opportunity “London Zoo Project” it will open the corresponding Opportunity to view.

  • Next to the standard Filter and column selectors, you can see the “Active and Archived” buttons. Click here to view active orders (still has status that is not finished / completed) and the Archived orders (Ones that are marked by you as status less than complete).

Edit an existing Order

  • Click on the pencil icon at the end of any row and it will open an order edit form as below:

  • Now you can edit / change any of the fields in this order as follows:

    • Order date : Automatically set when order was raised but you can pick from calendar to change if you wish.

    • Order Number: These numbers are consecutive and are pre-set in the Administration / CRM Admin / Order Numbers by an authorised Administrator.

    • Status: The Status of an order represents the current resting place or the current condition of the order. The pre-set status for an order is New, Received, Assigned, Completed, Delivered. Orders completed or delivered are shown in “Archive list”.

    • Deliver by date: This is the date that the client wants the order to be completed by.

    • Responsible: You can assign this order to be completed (eg, picked or delivered) by any person in your organisation with access to this system

    • Clients Order Number : For your reference, this is a free type field

    • The Company and the contact for this order are shown here.

    • Opportunity: If this order came about from the completion of an Opportunity and the opportunity was worked to the point that the opportunity was “100% Order” status, then the process would have automatically asked you if you wanted to create an order. If that condition was so, this order would be linked to that prior opportunity. (See Help file for Opportunities – How to create an Order from an opportunity)

    • Quote: If you created a Quote previously for this opportunity or for this client it can be liked to this Order. If the drop-down list does not show any entries, then no Quotes were already created for this client / Contact (That have not already been linked to previous orders).

    • Currency: This is normally pre-set in your COMPANY profile in ADMINISTRATION / Main Admin / Company set-up.

    • Project: If your company subscribes to the Trivaeo Module to assist with Project Management and IF you have already created a Project and IF this order is part of that Project, then a link can be set here.

Order detail

It is possible to create a Sales Order in Trivaeo CRM in many different places. You are never forced to follow any set process. Places an order can be created from are:

  1. From the Main Cover sheet (if you have the quick button “Create a new Order”)

  2. From the CRM Cover sheet (By clicking the + sign on the orders box)

  3. From within Orders (By clicking top right yellow box “Add New”

  4. From the view form of a Contact (By clicking on left menu “orders” / then Add new)

  5. From view form of a Company (By clicking on left menu “orders” / then Add new)

  6. From the LEADS list view (by clicking on drop-down arrow and selecting “add new order”

  7. From Opportunities list view (by clicking on drop-down arrow at end of line and selecting “Create Client Order”

  8. From the View form for a particular Opportunity (By selecting Orders from left menu and then clicking on “add new”)

 

  • On the order detail form you can see or add Product and Services or just edit existing Products and Services that have “followed you” through the process.

CRM Overview

See your own CRM modules by either selecting “CRM” box from coversheet or by closing the coversheet and selecting CRM from the left-hand menu.

Note that sales teams and targets and product lists and sales process items and dictionaries need to be already entered into the administration area in order to best use some of these modules. See the web help for “CRM / Administration” to see detailed set-up information. Admin of CRM is unavoidable if you want to use your CRM with real information. It’s a matter of the GIGO principle. (Garbage in – Garbage out)!

Trivaeo CRM is made up of 14 modules. Each module works hand in hand with others to produce an easy to use PROCESS. However, the whole solution has also been designed to allow any user to use any process they wish. To this end, multiple links have been made between each module to enable information entered to be viewed and actioned from anywhere. For instance: If you want to create leads but do not want to detailed sales opportunities, you may use the system without even using the Opportunities module. You may even just add orders if you wish without even creating a lead or an opportunity first. It’s up to you.

You can (if you wish) follow the “best practice” process built in to Trivaeo CRM. This process is as follows:

Contacts: Enter names and addresses of people you know. They do not have to be customers. They can be anyone that your company or you will deal with. (The only type of person not suitable for contacts is somebody that your company employs. There is a Trivaeo Module ready-made to manage employees called e-HR). A contact can work for a company (you can link them) but they don’t have to.

Companies: These are other businesses that your company will do business with. Trivaeo CRM can manage relations hips with Suppliers, Partners and Customers, prospects and even suspects. A company can have people linked to it. But if you don’t know any names in that company, its OK too. A company can have hundreds (if you want) of people (contacts) linked to it if you wish.

Clients: Trivaeo CRM lets you see a list of either companies or contacts that you tag as “Customer” or “Client” in its’ own module. This is because clients often have special information added to their files that normal contacts and companies would not need. Note that this is not a separate or additional list. These are just contacts or companies that you have tagged as clients or customers.

Suppliers: Trivaeo CRM lets you see a separate list of contacts or companies that you tag as “Suppliers”. This is because suppliers have processes that are different to normal contacts or customers. For one thing, you send purchase orders to suppliers. You also may want to add due diligence to their accounts and even some compliance processes. Note, you do not need to add these contacts or companies any differently. Just enter them as normal and tag them if they are suppliers. Note that a single contact or a single company can be suppliers and clients if you want!

Leads: The difference between a Lead and a plain old Contact is that you now need to know a few more pieces of information. The lead form is created to store that information, such as What products or services is the person or company interested in? Who in your company will work on the lead? Did you assign it to them yet? Where did the lead come from? However, a Lead can be created directly from a Contact or a Company, so no need to re-type all of that information again. See the actions on the Wiki entry on Contacts and Leads to see how easy it is to upgrade a contact to a lead. You can even add a new lead, even if the Contact is not yet in your CRM. No need to follow any particular process, do it as you want!

Opportunities: Some businesses that specialise in sales that take longer and require solid business planning will want to use “Opportunities” to plan the whole sale over several weeks or months, see progression as their own sales process matures and start to forecast the revenue and product / service information. If your company works this way, then the opportunities module allows you to take a simple Lead and upgrade all of the information you already know into an opportunity. The one major benefit of using opportunities module is that you may define your own sales processes. You can have different processes for different types of sales (new business Vs upgrades for example). You can also start to use the forecasting modules to plan when the revenue will come and put prices and quotes together here. Opportunities also offer the ability to plan accounts in detail and to analyse which contacts you have make which decisions and how influential they are etc etc.

Campaigns: This is a basic module designed to plan advertising and mailshot types campaigns. Trivaeo CRM is integrated tightly to 3rd party specialist email lists such as Mailchimp and you can see which email campaigns are bringing in which leads.

Quotes: If you need to provide sales prospects or clients with quotes, prior to receiving orders as part of your sales campaigns, then this module will do that. CRM Quotes are integral to leads, contacts, companies and opportunities, so you can see at a glance wherever you are who has been given which quote. Quotes allows you to follow a strict numbering schema to easily find older quotes and to link these to opportunities or orders. This quotes module actually prepares a template quote for you. All you need to do is top and tail it with extra content if you wish. You can print or send directly to the prospect from within the CRM solution as you wish.

Orders: These are SALES ORDERS. As you would expect, this is also tightly integral to contacts, Companies, quotes and opportunities. Follow a best practice order fulfilment process or just create your own. This orders module starts to allow you to follow the sales process to the money. Orders are tightly linked to the products and services and stock catalogues inside your Trivaeo CRM.

Invoices: As part of the CRM, these are SALES INVOICES. Tightly linked to orders and visible from any logical position in contacts, companies and opportunities. This module provides you with a template to create your own invoices, to say where to pay and when and to print or send directly from within the CRM Invoices solution to clients.

Communications History: If you want to track who said what to who in your accounts, this module does all of this automatically as your sales accounts grow. Attach letters or notes from phone calls, even link to your own voice recording if you wish. This module forms an indelible record of what has happened and can form part of any tight compliance process.

Accounts Information: As you produce orders and invoices and timesheets etc. You may wish to see an interactive record of where your revenue is coming from and when you can expect it to arrive. However, this module does a lot more. It has built in process intelligence to allow you to take the “next logical step” in any process with a single click of a button. For instance: If you use a process whereby a timesheet, once approved needs to be collated with others for the same account and invoiced together, you can just select the timesheets by ticking on a list and click one button to produce the detailed invoice. Seeing your “Accounts Information” this way will dramatically improve the speed of money into your business. This module has a link from the coversheet called “Pending Billable Items”.

Requested Information: If you have a business sales process that requires your staff to acquire multiple pieces of information from your clients as quickly and painlessly as possible, then this module is going to help enormously. Each Contact and Company has a link to “Requested Information”. You can pre-define the standard info you need and even pre-define an automated email reminder system to collect the information. Your staff are notified when information arrives. All you need to do, is click a single link to check the information. This module is also tightly linked to “My Account in My World” – A SELF SERVICE method for clients, suppliers and even employees to see their own account details and interact with your company even after normal open hours.

 

Reports: An ever-growing report module showing detailed and self-adjusting real-time reports on CRM issues such as sales pipelines and revenue projections for individuals and teams. Note all of these reports are linked to the real-time report widgets seen on each module cover sheet.

CRM Quotes

The ability to quote for Products and Services you wish to sell is an important part of a Sales process. The Quote tool provided here picks up your company Logo / branding and states clearly what you propose to supply and at what price. It also allows you to add (top and tail) with your own text / pictures.

CRM Quotes List View

  • To see a list of all Quotes already created click on Quotes from the CRM cover sheet or on CRM / Quotes on left side menu.

Click on Either Edit (pencil Icon) or Add New

  • Now the new Quote can be created

  • Note: This method is NOT YET associated with any Company, Contact or Opportunity or Lead, so using this method to create a quote is a manual process where you will need to define these values on this form.

  • The system does not yet know which product and services you intend to quote for, so this is also blank at present and will need to be entered.

Creating a Quote from Leads, Opportunities or Contacts

  • Creating a Quote from within a Contact view form is shown below as an example: This now pre-fills the Contact and Company details for you.

  • If you create a Quote from within an OPPORTUNITY view form (and if that Opportunity ALREADY has the Products, Services, prices and names filled in, all of this information will follow you!

  • This level of integration between modules is impressive. It allows you to decide when and where in your own sales process you produce a quotation for your prospect / Client.

Creating a new Quote

  • Click on Add new at top of Quote list page.

Editing an existing Quote

  • Click on Pencil mark next to row in Quotes List view to edit an existing Quote

Sending a Quote to a Client / Contact

  • Click on the drop-down arrow at the end of the quote row to print the quote, if you have already closed and saved your quote previously

  • Alternatively, as you produce a new or edit an existing Quote, you may select Print and send to client from there.

 

  • Picture above shows a printed Quote WITHOUT any extra annotation or description or notes.

  • Circled area now allows you to either save t disk in any format or to send directly from the system as an attachment to the integral email, directly to your client.

CRM Opportunities

Part of the sales best practice when managing sales processes that take a longer time or require input from several people or require intense Account Management is to upgrade Leads to full “Opportunities”. These Opportunities hold much more information about the sales cycle you may follow and show the history and process you follow over (potentially) many months. As you will have seen from CRM / Leads, it is possible to manage simple sales all the way from prospects to Leads to Sales Orders. However, “CRM / Opportunities” is a sophisticated way to manage more complex sales and allows you to track and report on sales in progress in a very detailed way.

CRM Opportunities List view

  • To open the CRM / Opportunities list view click on CRM and then on Opportunities from the left menu OR you can select “Opportunities” from your CRM Coversheet. As per the picture below, the standard first view will show CRM Opportunities that are both Closed and Open status.

  • This list can be arranged to show a smaller or a larger amount of information as you choose. Click on the  Menu to select what you want to show in your list.

  • As per every list view in Trivaeo modules, you may click on the blue writing of the Opportunity name to open to view all information or you may click on the pencil mark at the right-end of the row to open to edit.

  • In the picture above you will see a mixture of Opportunities that are different status. Some are Open at a particular stage of the sales cycle. Some are closed.

Opportunity Stages

  • See Administration / CRM Admin / Sales Opportunity Stages Admin to set up pre-set opportunity stages inside your own opportunity processes. For example: You may decide to have a separate process to manage opportunities for “new Business” and another for “upgrades”.

  • There are three stages of an opportunity when it will automatically be shown as “Closed”: Firstly, if the Opportunity / Sale has been won and it has migrated to an order. Secondly, if you show the Opportunity as “Lost” and you show a reason for the loss, it will show as status closed. Finally, you may choose the status of an opportunity to be “Dormant” and this will also show as “Closed”.

The process to close an opportunity to create an order

  • The process built in to the CRM is that when an order reaches status “100% – Closed / Order” the order becomes closed and other automatic options become available to you.

  • This is why in the CRM / Administrator / Sales process stages, we say that EVERY process must have at least one “100%” stage. It makes sense. An opportunity will be won or lost (if status dormant is not chosen). So, when 100% certainty / probability is reached, the CRM system will offer you two more choices:

  1. “Do you want to create an Order?”

  2. “Do you want to create an Invoice?”

  • Answering “yes” to either of these questions will take you through the pre-set process and make sure all of the negotiated terms and all of the pricing, discounts, names, addresses and other details follow you and are pre-filled. This feature saves hours of time when followed successfully.

Re-Opening Closed Opportunities

  • In the picture above you will see a few Opportunities that have status as “closed”. However, they can also be re-opened into an edit form by clicking on the arrow button marked in picture below.

  • Re-opening opens the Opportunity in Edit form. See Editing an Opportunity below.

  • You may also delete any opportunities you no longer want to keep. This will permanently delete this information, so be careful.

Creating an Order from an Opportunity

  • This may be done from the Edit form, or, you can quickly upgrade an opportunity to a Sales Order, by clicking on the drop-down arrow next to the edit pencil mark on right-end of list row.

Re-occurrent Opportunities

  • If your business deals with lots of sales opportunities that happen regularly (for example) each month, but still need to be managed this way, you can create a recurring Opportunity template by clicking on the drop-down arrow at the end of an open opportunity row in list view. Opportunities that happen automatically, can also be set to CLOSE automatically at a set time. This is handy if you have sales that need to be forecast only as and when the client renews or when the money is due.

  • There is no limit to the number of opportunities that can be set as recurring this way.

Opening this form enables you to set recurrence as Monthly, Quarterly or Annually, with or without a set end date (great to work hand-in-hand with Trivaeo contracts Management).

Starting a new Opportunity

  • A new Opportunity can either be “upgraded from a lead” – See CRM / Leads. This is advisable as the “Lead” information will follow and you will not need to re-type or select information already done. Remember this is a process, not a load of separate records.

  • Or it can be created fresh by clicking on the top right button “Add New”

Editing an Opportunity – Billing

Click on the edit button on the pencil mark at the end of row from list view

  • Note every Opportunity must have a unique name given by you. It cannot be the same as any other.

  • The system can also be set up to auto-number each opportunity. This is done in Administration, see CRM / Administration.

  • Opportunities also enable you to track WHEN and HOW MONEY will come. The billing process can be left as standard and then requires no more input

  • However if you select a bespoke type of billing method (see picture and square annotation above), you will be asked to enter the billing process you will use.

  • Billing processes are pre-set for selection here in CRM / Admin / Billing

  • Any billing process shown here will automatically adjust the amount invoiced if you upgrade this opportunity to a sales order and opt to use the Invoice function.

Editing an opportunity – Sales Processes

  • The picture below shows the drop down from any particular sales process you have already pre-set in the CRM / Administration / Sales Process

  • It is possible to pre-set any number of different processes for salespeople to follow.

  • Once a particular process is chosen, the pre-set stages to that process and the approximate “percentage of sales certainty” are shown.

  • Note: It is sales best practice, when forecasting potential sales to show only the percentage of the revenue in reports. For example: If you are forecasting a $100 and it is at a very early stage (anything might happen from here), you might decide to make the probability as just 10%. If you do this, then, in the reports, the revenue forecast from this opportunity will be just $10. This amount will increase as you progress through your own process until a sale (100%) is shown or a loss (0%) is shown.

  • Note, only reports in CRM that are shown as “weighted” will show revenue forecasted this way. Non-weighted reports will show all of the revenue in each opportunity, no matter what the process or stage. So, no need to worry, you will see the view of your forecasted sales as you want to see it.

Editing an Opportunity – Mandatory fields

Only very little information is mandatory on this edit form:

  1. The name of the opportunity

  2. The auto-process number

  3. The billing process is standard or bespoke?

  4. The estimated close date

  5. The type of close – Manual or automatic (Do it yourself or close on the estimated date?)

  6. The Entry – Do you want to show this in “Committed” reports or just in normal “pipeline” reports? Or maybe you want to “omit” this opportunity from all reports (keep it to yourself)?

  7. The process you will choose to use

  8. The stage of this process the opportunity is currently at

  9. The currency you will sell in. Note this is pre-set by your company preferences but can be altered here if you sell in multiple currencies.

Editing an Opportunity – Main fields

Other boxes that are useful to tracking an opportunity are:

  1. Company name: This is auto-filled if you have upgraded from a lead, but can be selected from any company already in your CRM Contacts / Companies.

  2. Contact: Can be selected from any contact already in your CRM Contacts

  3. Status: See Opportunity status above.

  4. Process Type: Refers to BILLING process on this form

  5. Terms days : allows you to show the payment terms you are negotiating

  6. Campaigns : Track where an opportunity came from, which advertising / marketing campaign.

Saving an opportunity

Make sure to click “OK” to save. Closing without saving will show a warning box.

Adding products or services to an opportunity

Trivaeo not only allows you to show and report on REVENUE from opportunities, but also to do the same with exactly what products and Services you are offering.

  • Selecting “Products and Services” from left menu in an opportunity edit form, opens the screen above.

  • Here you can edit exactly what products and services you are offering this client and what level of discount you want to use.

  • It then calculates the price, shows all of the information and attaches to the opportunity.

  • Note: Information shown here will automatically follow you if you choose to create a quote or an order or an invoice for this opportunity

  • Note: The products and services you sell are already pre-defined in the Administration / General Admin / Products Catalogue. Your administrator needs to put in the products and services before you can select them to sell as part of any opportunity.

Opportunity – Open to View – Set actions

  • You may open an opportunity to view ALL information stored about it.

  • Click on the blue name from the list view.

  • A lot of extra information will be shown and you may also set specific next actions (‘ball in court”) type process for each opportunity.

  • Click on “Set action”

  • Or select any individual piece of information to see Orders, quotes etc etc that have been created for this Opportunity.

 

  • When setting next actions and allowing others to be delegated actions, you can use existing templates of actions (if they have already been pre-set in Administration / Collaboration Admin

  • Or you can make individual actions on the fly.