Résumé du contenu de la page N° 1
Ohioedge CRM+BPM Server Users Guide
Tammy Dixit
January 5, 2007
Résumé du contenu de la page N° 2
Ohioedge CRM+BPM Server Users Guide..................................................... ......................1 Introduction.................................................................................................................... ................3 Background............................................................................................................................... ......3 Organizational Roles and Responsibility Management:...........................................
Résumé du contenu de la page N° 3
Introduction This manual is intended for the users of Ohioedge CRM+BPM Server. It explains tasks performed by a typical user, such as, assigning, performing & signingoff tasks, running reports, creating email and letter templates, running campaigns, etc. Examples used in this manual refer to the sample ‘Demonstration Corp.’ database included with Ohioedge CRM+BPM Server download (http://www.sourceforge.net/projects/ohioedge). Background Organizational Roles and Responsibility Management: I
Résumé du contenu de la page N° 4
D e m o n s t r a t i o n O r g a n i z a t i o n D e m o C o r p . D e m o C o r p . V P o f S a l e s G a r y K e s s l e r U S S a l e s C a n a d a S a l e s M e x i c o S a l e s N a t i o n a l S a l e s M a n a g e r N a t i o n a l S a l e s M a n a g e r N a t i o n a l S a l e s M a n a g e r J a m e s B r o o k S c o t t K r a d i c h J o h n D o e W e s t e r n R e g i o n S o u t h e r n R e g i o n M i d w e s t R e g i o n S a l e s R e
Résumé du contenu de la page N° 5
Ohioedge CRM+BPM Server organization administrator is responsible for configuring organizationspecific vertical and horizontal models. Custom Fields: To be completed. Campaign Management: In Ohioedge CRM+BPM Server, every activity a user performs belongs to a campaign. A campaign specifies the purpose of operation. A campaign may be generic or specific; it may be never ending or shortlived. For example, an organization could setup a ‘general business’ campaign to perform and track its da
Résumé du contenu de la page N° 6
The creation of a new activity is validated against the selection criteria of its campaign to ensure that the input (accounts, contacts, etc.) is accessible to the creator account manager for example. Here is the technical definition of such relationship: creators have access to campaigns; and campaigns specify input selection criteria. Figure 3 shows how to create a campaign. As seen in the figure, a campaign uses an input factory to select the data (company presidents for example) for wh
Résumé du contenu de la page N° 7
Figure 4. Creating an Activity: Activity created by a campaign: Say you have a campaign setup to call all the Presidents of the territory with area code ‘216’ with a new promotional offer. Figure 5 shows a campaign NewPromo defined.
Résumé du contenu de la page N° 8
Figure 5. When you run this campaign, the robot will automatically assign activities to the Sales Rep responsible for the Canada Cold Calls. Figure 6 shows a report of the activities assigned to the Canada Sales Rep.
Résumé du contenu de la page N° 9
Figure 6. If you drill down on any activity, as shown in Figure 7, you will see all the details of the activity that needs to be performed.
Résumé du contenu de la page N° 10
Figure 7. Note the Campaign name is the New Promo campaign, which ind icates that New Promo campaign created this activity. Activity created manually: An activity can be created manually by a mechanism that has the privilege to create an activity. An activity can be created for a 1. Customer 2. Customer Person 3. Buyer 4. Customer Requirement 5. Other input you configure to flow through Ohioedge CRM+BPM Server.
Résumé du contenu de la page N° 11
Say you want to create an activity for a customer West End Construction. You will first have to select the customer. As shown in Figure 8. Figure 8. Click on the Activity link in the Quick Links portlet. Click on the Maintain link in the upper left corner portlet. Figure 9 shows the Activity Maintain page.
Résumé du contenu de la page N° 12
Figure 9. Select the Territory or ActivityTypeHierarchy that this activity will be a part of. Let us select Canada Cold Call. Select a campaign and click on Create button. Click on the List All link in the upper left corner portlet. Figure 10 shows the activity that was manually created.
Résumé du contenu de la page N° 13
Figure 10. Similarly, if an activity for a Customer Person/Contact needs to be created you will have to select the appropriate Contact before creating an activity. It is the same for creating an activity for a Buyer or a Customer Requirement by selecting the appropriate Buyer or Customer Requirment. Business Cases: Business case I: Activities review by Sales Director Consider that the Sales Dir. of ABC Corp. wants to review all the activities happening under all the regions. Here is what the
Résumé du contenu de la page N° 14
Figure 11. Login Ohioedge CRM+BPM Server offers two types of reports: PDF reports and HTML reports. The PDF reports are for general purpose reporting. Existing PDF reports could be customized or new PDF reports could be added using thirdparty report writing tools. Here are some examples of PDF reports:
Résumé du contenu de la page N° 15
Figure 12. Here are some results: Activity Audit Report
Résumé du contenu de la page N° 16
Figure 13. Number of open activities by Assignee Report
Résumé du contenu de la page N° 17
Figure 14. The HTML reports are driven by input factories and are primarily used for reporting activities by activity types by certain criteria. Some of the typical reports would be ‘Activities Due Today,’ ‘All Open Activities,’ ‘Activities Past Due Date,’ etc. As shown in Figure 15, the HTML reports are accessible from @QuickLinks>Home>>Report. It is Ohioedge CRM+BPM Server administrator’s job to create HTML reports.
Résumé du contenu de la page N° 18
Figure 15. The user can further drilldown to view lower level activities as shown in Figure 16.
Résumé du contenu de la page N° 19
Figure 16. Or if the user selects the report option, a list of all the activities under all regions will be listed as shown in Figure 17.
Résumé du contenu de la page N° 20
Figure 17. Business Case II: Activities review by Regional Manager Consider that the Regional Mgr. of DH Central region of ABC Corp. wants to review all the activities happening under his/her region. Here is what the Regional Mgr. will do: Login. The Ohioedge CRM+BPM Server administrator will provide the username/password.
