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CRM Basics

Activities

In CRM, an activity is any type of interaction that involves your customer:

  • A Call
  • An Email
  • A Meeting
  • An On-Site Inspection

Client specific activities can be accessed from Customer Homepage.

A full list of all customers activities can be accessed from the Homepage as set out below.

Access:    Webpage   >   http://[servername]:[portno]/BPOCRM/User.aspx

Customers Activities from the Homepage

  1. Click on the Activities tile in the Homepage.
  2. The number in the top right of this tile shows you the amount of open activities.

My Activities Page

  • My Activities page will be open.
  • A list of activities will be displayed (where you have open activities).

  • Click on an Activity to access a quick view summary of the activity information.

Action Buttons

  1. Hover over an activity.
  2. Action buttons will be displayed.

View / Edit Activity

  • Click on the View / Edit this Activity icon.

Save Activity

  • The Save Activity screen will be displayed.
    1. Click on the ' + ' sign to view more details or the - ' sign to view less details.

  1. Case Details

  • Customer : The customer will auto populate. This field cannot be edited.
  • Contact : The contact will auto populate. Click in this field to display a list of all the contacts linked to the selected customer. Select the relevant contact if applicable.
  • Salesman : The salesman will auto populate. This field cannot be edited.
  • Subject : Delete and type in the relevant subject if applicable.
  • Information : Delete and type in the relevant information if applicable.

  1. Case Details Continue
    • Value : Type in or edit the estimated value if required.
    • Case Type : The case type will auto populate. This field cannot be edited.
    • Case Date : Click on the drop-down arrow and select the required date from the calender if applicable.
    • Source Type : Click in this field to display a list of all source types and select the required source type if applicable.
    • Expected Completion : Click on the drop-down arrow and select the required date if applicable.
    • Attachments : You can add (hyperlink needed 000.014) an attachment if applicable.0
    • Attachments : You can also delete an attachment by clicking on the Delete icon if applicable.

  • A message box will pop up asking you;
    • Are you sure you want to remove the attachment from the case? You cannot undo this action.
  • Click on Ok .

  • The attachment will be removed from the Case section.

    • Related Customers : You can add related customers if applicable. (hyperlink needed 000.014)
    • Related Customers : You can delete a related customer if applicable by clicking on the Delete icon.

  • A message box will pop up asking you;
    • Are you sure you want to remove this customer from the case? All this customer's contacts will also be removed from activity attendees.
  • Click on Ok .

  • The customer will be removed from the Related Customers section.

Case State Details

    • Case State : Click in this field to display a list of all the Case States Descriptions and their Percentages on the system. Select the relevant description if applicable.
    • Percentage : This field will populate according to the Case State selected.

Activity Details

    • Type : The type will auto populate. This field cannot be edited.
    • Address : Click in the Address field, a list of all addresses linked to the customer will be displayed. Select the relevant address from this list if applicable.
    • Subject : Edit the subject if applicable.
    • Comments : Edit the comments if applicable.

Activity Attendees

  1. Attendees : You can link additional attendees if applicable. (hyperlink needed 000.014)
  2. Send Email Invites : Tick the checkbox if you wish to send email invites. Untick the checkbox if you do not wish to send email invites.
  3. Attendees : You can delete an additional attendee (one who is not the case salesman or case customer contact) if applicable by clicking on the Delete icon.

  • A message box will pop up asking you;
    • Are you sure you want to remove this attendee from the activity?
  • Click on Ok .

  • The attendee will be removed from the Activity Attendee section.

Scheduling

  1. Date : You can change the scheduled date and or the time if applicable.
  2. Reminder : Select either Email or SMS by ticking the relevant check box if applicable.
  3. Reminder (Time Period) : Hover over the field, a down arrow will be displayed. Click on the down arrow and select the relevant time period from the drop-down menu if applicable.

Quote Details

  • You can edit quote details if applicable.

Save Changes

  1. Click on either the Save button or
  2. Save icon.

  • You will return to the My Activities screen.

Reschedule An Activity

  • Click on the Reschedule this Activity icon.

  • The Save Activity screen will be displayed.

  1. Go to the Schedule section.
  2. You can adjust the date and or
  3. time.

Adjust the Date

  1. Hover over the Date field, a down arrow will be displayed. Click on this arrow.

  1. A calendar will pop up.
  2. Select the relevant date.

  • The Date field will now be populated with the selected date.

Adjust the Time

  • From: Either hover over the field and click on the directional arrows to adjust the time or
  • type in the relevant time.

  • To : Either hover over the field and click on the up and down arrows to adjust the time or
  • type in the relevant time.

  • Click on either the Save button or
  • Save icon.

  • The Activities for [ ] screen will be displayed.
  • The rescheduled activity will be displayed in this screen.

Next Action

This allows you to close a current activity and create a new activity.

  • Click on the Next Action icon.

  • The Next Activity screen will be displayed.
    1. Click on the ' + ' sign to view more details or click on the ' - ' sign to view less details.
    1. The current case / activity details will auto populate but you can edit the details if you wish to.
    1. Type in the relevant completion notes of the current activity.

  1. Update the new activity information.
  2. Click on either the Save button or
  3. Save icon.

  • The My Activities screen will be displayed.
  • The completed activity will be removed from this screen.
  • The new activity will be displayed in this screen.

View Customer

  • Click on the View Customer icon.

  • The Customer Dashboard will be displayed.
  • You can now view the selected customer's details.

Other Action Items