CRM User Manual - Etron User Manual.pdfSales Portal – My Pending Help Task Helps on the stage of login user ( Need Login User to Proceed ) Approval history Attachment List Action

1

CRM User Manual

IT Div. D.J. ChanOct,1 2012

2

Outline

CRM Expert System Introduction ......... Page 3 – 3How to Login CRM ......... Page 4 – 7Sales Portal & Detail Function ......... Page 8 – 39

– Home ......... Page 8 – 31– Upload ......... Page 32 – 36– Customer ......... Page 37 – 39

Sales Operation Dept. Portal ......... Page 40 – 41Sales Head Portal ......... Page 42 – 44Expert’s Portal ......... Page 45 – 46 Asignee’s Portal ......... Page 47 – 49 President’s Portal ......... Page 50 – 53

3

Expert System - Request help & reply Data Flow

Reply orForward Help

ConfirmHelp

content

SalesHead

- Help type- Subject- Help Body




NewProd

FA

Delivery

Pricing

Feedback to Expert

Forward

End

Requesthelp

Sales

Split 1 help into independent helps to expert of different help type

End

End

End

……

……

……

Reply

Feedback

Confirmthe result

Sales

New Assignee

Expert / Secretary

Expert / Secretary

Not agree

Agree & Close

Summary Report( open request –

Sale / SalesHead / Expert )

Sales HeadExpert / SecretaryWMDMNewProd

KateJamesPricing

PeterDavidDelivery

WMDMAVL

VicentMickeyFA

SecretaryExpert

Expert / Secretary

Expert / Secretary


AVLEnd……

Expert / Secretary

44

How to Login CRM - ExternalOpen IE，Enter https://outgoing.etron.com/ Access to Etron Outgoing Mobile ServiceEnter Username/ Password/ Employee No Login Access to Web Application

CRM User Manual

55

How to Login CRM- ExternalClick CRM System, then access to CRMClick Logout, then exit Web Application

66

How to Login CRM- ExternalEnter Username/ Password Login Access to CRM

77

How to Login CRM- Internal

Double Click Big M System IconClick CRM Button to Access CRM (Do not need to enter User name / Password)

88

Sales Portal - Home

99

Sales Portal

1Summary Report : Default page, include TAM/SAM…data

Help list and status of Login Sales (Include Open / Closed Help)

1

2Sales Name : Sales can read his/her customer data only

3

2345

45

Maintain opportunity, activity

Helps on the stage of login user

1010

Sales Portal - My Summary (TAM)

1Click any fields to switch descending order or ascending order.

Click the field with underline to drill down to detail data

1

23

2

Search by customer only

1111

Sales Portal - My Summary (TAM)Drill down to all of this Customer’s Opportunities

1212

Sales Portal - My Summary (TAM)Drill down to Customer’s TAM/SAM/Share/Target detail

1313

Sales Portal - My Summary (TAM)Drill down Customer’s Activity

Activity’s attachment

1414

Sales Portal - My Summary (TAM)Drill down to Customer’s Request Help

Drill down to query these 7 helps (Open Helps)

Click detail button to display help detail

1515

Sales Portal - My Summary (TAM)Drill down to Customer’s Request Help

All Expand / All Collapse

Expand / Collapse

Action Button

Close、Reject2.5.SalesConfirme

N/A3.Close

Forward、Reply、Close

2.Expert

Confirm、Reject1.SalesHead

Modify、Cancel、Submit

0.Applicant

Action ButtonCurrent Stage

Click detail button to display help detail

1616

Sales Portal - My Summary (TAM)Drill down to Customer’s Open Sample Request

1717

Sales Portal - My Summary (TAM)Drill down to Customer’s Open Sample Request

1818

Sales Portal - My Summary (TAM)Drill down to Customer’s Open FA Case

1919

Sales Portal - My Summary (TAM)Drill down to Customer’s Open FA Case

20

Sales Portal – Opportunity / Activity

Manual Create Opportunity

OpportunityExist ?

NoBy CustomerQuery

Opportunity

Manual EnterActivity

Yes

Upload ExcelActivity to CRM

21 4

ModifyOpportunity

3

6

RequestHelp

5

1 2

3 4 5

6 Please refer to Upload Excel Activity Upload

2121

Sales Portal – Opportunity / ActivityNew / Modify Opportunity

Existed opportunity can update Expect MP Date and Key Issue only.

Create New Opportunity

Modify existed Opportunity

2222

Sales Portal – Opportunity / ActivityNew Activity / Query Activity

Save Activity, tnen you can query the activity in “Activity block” under the “Opportunity block”

2323

Sales Portal – Opportunity / ActivityMaintain Competitor

Click underline to maintain opportunity’s competitor

1

1

2

3

2 3

Create New competitor if the competitor does not exist on the left site.

Select existed competitor on the left site and move to the right site.

2424

Sales Portal – Opportunity / ActivityMaintain Chipset Id

Click underline to maintain opportunity’s Chipset Id

1

1

2

3

2 3

Create New Chipset Id if the Chipset Id does not exist on the left site.

Select existed Chipset Id on the left site and move to the right site.

2525

Sales Portal – Request Help

1

2

3

1

23

Customer Level

Opportunity Level

Activity Level

You can request help in 3 manners

2626


Select Customer

123

4

5

Customer Level

1Select Help Type2Once help type has been selected, display Expert and Secretary automatically.3

Enter Mail Subject and Message Body of Help

4

Attachment5

6

Enter expected due date6

WMDMNewProd

KateJamesPricing

PeterDavidDelivery

WMDMAVL

VicentMickeyFA

SecretaryExpert

2727


Opportunity name : Request Help under the Opportunity

123

4

5

Opportunity Level

1

Select Help Type2Once help type has been selected, auto display Expert and Secretary

3

Enter Mail Subject and Message Body of Help

4

Attachment5Enter expected due date6

6

2828


Opportunity / Activity : Request Help under the Activity

1

23

4

5

Activity Level

1Select Help Type2Once help type has been selected, auto display Expert and Secretary

3

Enter Mail Subject and Message Body of Help4Attachment5Enter expected due date6

6

2929

Sales Portal – My Help List

12

1 x(y) - x : The count of total helpy : The count of open help

2 The sum of all help types

3 3 Drill down to detail

Help list and status of Login Sales (Include Open / Closed Help)


N/A3.Close


2.Expert



0.Applicant


3030

Sales Portal – My Pending Help Task

Helps on the stage of login user ( Need Login User to Proceed )

Approval history

Attachment List

Action Button


N/A3.Close


2.Expert



0.Applicant


3131

Sales Portal – My Pending Help Task

Sales can modify help, then resubmit.

3232

Sales Portal - Upload

3333

Sales Portal – Excel Activity Upload

1

2

3

45

Select Sales Name Download Empty Template1 23 Enter Activity in Excel file

4 5 Find Excel file in your PC or NB Upload upload to CRM activity

3434

Sales Portal – Excel TAM Upload

1

2

3

4

Select Sales Name Download Template1 23 Fill in TAM data of the field in yellow

4 Find Excel file Upload update CRM TAM

3535

Sales Portal – Upload Customer Report

3636

Sales Portal – Query Customer Report

3737

Sales Portal - Customer

3838

Sales Portal – Create Potential Customer

Enter Potential Customer’s dataExist ?

NoQuery ExistingERP Customer in CRM System

Enter ERP Customer data & Mapping to CRM

YesEnter CRM

(Opp/ Activity/ Help/ Cust Report…)

SalesSales SO Dept

Sales

Close

1If customer is not existing, click the button “New” to create a new customer.2Enter key word and query customer is existing or not.

12

3939

Mail Notification – To Sales Operation Dept.

4040

Sales Operation Dept. Portal

4141

Sales Operation Dept. Portal – Mapping Customer

4242

Sales Head Portal

4343

Sales Head Portal

1Summary Report : Default page, include TAM/SAM…data

1

2Sales Head Name

3

2345

4

5Maintain opportunity, activity

All of the functions are same with Sales. Only authorities are different. Sales Head can read the data of himself and his subordinate Sales.

Help list and status of Login Sales Head (Include Open / Closed Help)

Helps on the stage of login Sales Head

4444

Mail Notification

4545

Expert’s Portal

4646

Expert’s Portal

1Summary Report : Default page, include TAM/SAM…dataExpert can read all of the sales summary reportExpert can read all of the help except price type (Include Open / Closed Help).

1

2

Expert’s Name

3

234

All of the functions are same with Sales. Only authorities are different.

Helps on the stage of login Expert4

4747

Assignee’s Portal

4848

Assignee’s Portal

1

1

2

2

Query helps has been assigned to the assignee. (Include Open / Closed Help)

Assignee’s Name

3

3 Helps on the Assignee’s stage

4949

Sales Operation Dept. Portal – Mapping Customer

5050

President’s Portal

5151

President’s Portal

1Summary Report : Default page, include TAM/SAM…dataPresident can read all of the summary reportPresident can read all of the helps (Include Open / Closed Help)

1

2

President’s Name

23

3

4

4

All of the functions are same with Sales. Only authorities are different.

Helps on the President’s stage

5252

President’s Portal – Excel Target Upload

1

2

3

4

Enter Download Criteria Download Template1 23 Fill in TAM Target data of the field in yellow

4 Find Excel file Upload update CRM TAM

5353

President’s Portal– Query Customer Report

Documents

CRM User Manual - Etron User Manual.pdfSales Portal – My Pending Help Task Helps on the stage of login user ( Need Login User to Proceed ) Approval history Attachment List Action