Introduction

The Customer Relationship Management (CRM) Module is an Optional Module

From this module you can manage relationships with your prospective customers efficiently and easily.

This module helps you to record information about your potential clients in the first contact and use that information to generate leads (potential clients) and converts leads to formal students.

CRM Home

From this menu you can search activities related to Leads by selecting different filter criteria as below.

To understand this, follow the instructions below:

• Click CRM on the main menu as shown in figure below.
• You will go to the CRM Home page as in figure below.

• Select Date Range, Search Activity By and Completed filter criteria
• After selection should now appear as shown below.

• Click  .
• All the activities covering the above criteria will be displayed.

Leads Home

From this menu you can view all existing Leads (potential clients), and modify the information or delete if required.

To do this, follow the instructions below:

• Click CRM > Leads Home.
• By default list of all existing leads will be displayed as shown below.

• To modify lead details click icon.
• A new window opens up to allow you to enter/edit your lead details as shown below.

• Modify/change any details as required
• Click to save the changes.

Add New Lead

From this menu you can add new leads (potential clients).

To do this, follow the instructions below:

• Click CRM > Leads Home. By default list of all existing leads will be displayed.

• Click icon.
• You will go to the Leads Detail page as shown below.

• Enter all the details of the leads (as collected from the student) 
• Click .
• Leads wills be created as shown below.

Bulk Email

From this menu you can send bulk emails to more than one leads in a single click.

To do this, follow the instructions below:

• Click CRM > Leads Home. By default list of all existing leads will be displayed.

• Select the leads to whom you want to send email by ticking the check box  .
• After selecting your desired leads, click the  icon .
• You will go to the mail sending page.

• Select the email template from the drop down menu (if any) and type in the content of the email. (If you have any pre-defined template then as soon as you select the template it will automatically bring all the related information of an email)
• Once you are satisfied with the mail message, click .
• Your message will be sent to all the leads selected.
• The  icon indicates successful whereas icon indicate unsuccessful recipient.

Convert Leads

From this menu once all the formal procedures are completed you can convert your leads in to formal participants/clients.

To do this, follow the instructions below:

• Click CRM > Leads Home. By default list of all existing leads will be displayed.

• Click icon.
• You will go to the Lead Profile Page.

• Click icon.
• You will go to the Convert Lead to Student Page.

• Enter/select all the necessary information 
• Click .
• You will be prompted to convert in to Offer.

• Finally click .
• You will go to the Convert Lead to Student Page.

Your potential lead has now been converted to offer. This means you should first generate an offer, approve the offer and then you can convert it to a student.

• Click the offer ID of the student to access its offer.
• You will directly go to the Application List (Offer Manage) page.

• Click to approve the offer.

Once the offer is approved, follow the Generate Student ID steps to convert to formal student.

Advanced Filter

From this menu you can search/find your leads quickly and specifically as per your specified criteria.

To do this, follow the instructions below:

• Click CRM > Leads Home. By default list of all existing leads will be displayed.

• Click icon.
• The Advanced filter window will appear.

• Select the check box and relevant filter details

• Click .
• Leads satisfying the criteria will be displayed.

Dashboard

Dashboard gives you a summary of categorized sales information by closed sales, monthly sales by product, sales by agent, top 50 sales by agent and monthly sales leaderboard. This is very important for a sales department to have an idea about the overall sales and also important while preparing budget.

Please follow the instructions below:

• Click CRM > Dashboard. By default, dashboard will display all the sales information by current month, current year and all marketing staff.

You can select Month, year and the marketing staff of your preference to see the sales report.

Gauge - Overall

Gauge Dashboard provides the current sales Overall for the Selected Month and Year and is based on the actual Student Course Tuition charged fee. As the Student enrolment gets confirmed (Under Student) that is not in Application or Offer Stage.

Gauge - Marketing Staff 

Gauge Dashboard provides the current sales for the selected Marketing Staff for the Selected Month and Year and is based on the actual Student Course Tuition charged fee. As the Student enrolment gets confirmed (Under Student) that is not in Application or Offer Stage.

Sales by Lead Source section of dashboard will display all the sales in terms of % by Lead source for e.g. Google, Walk In, word of mouth etc.

Monthly Sales by Product section of dashboard displays all the sales by product (by course).

Sales August 2012 by Agent section of dashboard displays all the sales by Agents for that particular month selected.

Monthly Sales Leaderboard section of dashboard displays all the sales by marketing staff. It means which marketing staff is the leader in making sales for that particular month.

All times sales by Agent (Top 50) section of dashboard displays all the top 50 sales by agents till date irrespective of any time period.

Monthly Target

From this menu you can assign target for your staff to count on performance of your staff and the business as a whole. Assigning a target of 20 to any of your Staff means that, that Staff is to enrol (bring) 20 new Students.

To understand and work on monthly target, follow the instructions below:

• Click CRM > Monthly Target 
• You will go to the Manage and Set-Up Monthly Target page as shown in figure below.

• Select and assign target to the Marketing Staff or for Overall.

• Click  .
• Monthly target will be assigned to your selected Staff.

Marketing Campaign

From this menu you can create Marketing Events. Marketing Events refers to any activity/event where your main objective is to attract new clients to increase your participant/client base. It can also be thought of as your marketing effort to attract clients. 

To add marketing campaign, follow the steps below:

• Click CRM > Marketing Campaign. You will go to the Campaign page as shown in figure below.

• Click icon .
• You will go to the Campaign page.

• Enter all the relevant information about your upcoming marketing event.

• Click .
• The added marketing event will appear in the list.

Calendar

From Calendar menu you can create events/appointments and assign them to other staff. The main objective to have events in the calendar is for remembering future events on time so that it can be executed efficiently within deadlines.

To do this, follow the instructions below:

• Click CRM > Calendar. You will go to the CRM Calendar page as shown in figure below.

You can switch to next day or previous day in the calendar by just clicking / icons.

You can also view the calendar in different formats of Day, Week, Month and Year. Just click the relevant icons to view in the format as required.

To add a new event in the calendar:

• Click on the blue time link for e.g. .
• You will go to New Event page within Calendar .

• Enter the details for the event.
• You can also assign the event to other staff.
• Click icon
• The added event will appear in the calendar.

Setup

From this menu you will be doing most of setup tasks for information which will be necessary while creating new leads. Please remember that unless you create this information from this menu, they will not be visible in the drop down menu while creating leads.

Lead Source

From this menu you can create lead sources for e.g. student referral, Phone, internet etc which will be populated in the Lead Source drop down menu while creating leads. This literally means the source of your leads.

To do this, follow the instructions below:

• Click CRM > Setup. By default you will go to the Manage Lead Source page as shown.

• Enter the lead source you want to create

• Click
• Added lead source will be visible in the list 

Career Interest

From this menu you can Career Interest for e.g. Accountant, Nurse, Chef etc which will appear as check box selection option while creating leads.

To do this, follow the instructions below:

• Click CRM >Setup. By default you will go to the Manage Lead Source page as shown.

• Click Career Interest . You will go to Manage Career Interest page as shown.

• Enter Career Interest

• Click .
• The added Career Interest will appear in the list.

Leads Status

From this menu you will create lead status for e.g. Contacted, Follow up etc which will be populated in the Lead Source drop down menu while creating leads. This literally means the status of your leads.

To do this, follow the instructions below:

• Click CRM > Setup > Leads Status as shown below.

• Enter the lead status you want to create.

• Click .
• Newly created lead status will appear in the list

Delivery Type

From this menu you will create Delivery Type for e.g. Class Room, Distance Learning etc which will be populated in the Delivery Type drop down menu while creating leads. Unless you create the Delivery Type here, it won't be visible in the drop down menu while creating the leads.

To do this, follow the instructions below:

• Click CRM > Setup > Delivery Type as shown below.

• Enter the Delivery Type you want to create.

• Click .
• Recently added Delivery Type will appear in the list.

Delivery Location

From this menu you will create Delivery Location for e.g. Class Room, Venue etc which will be populated in the Delivery Location drop down menu while creating leads. Unless you create the Delivery Location here, it won't be visible in the drop down menu while creating the leads.

To do this, follow the instructions below:

• Click CRM > Setup > Delivery Location as in figure below.

• Enter/select the Delivery Location you want to create.

• Click .
• Newly added Delivery Location will appear in the list.

Course Subject

From this menu you will create Course Subject for e.g. Bachelor of Nursing etc which will be populated in the Course Subject drop down menu while creating leads. Unless you create the Course Subject here, it won't be visible in the drop down menu while creating the leads.

To do this, follow the instructions below:

• Click CRM > Setup > Course Subject as shown in figure below.

• Enter the Course Subject you want to create.

• Click .
• Recently created Course Subject will appear in the list .

Preferred Contact Method

From this menu you will create Preferred Contact Method for e.g. Email, Mobile etc which will be populated in the Preferred Contact Method drop down menu while creating leads. Unless you create the Preferred Contact Method here, it won't be visible in the drop down menu while creating the leads.

To do this, follow the instructions below:

• Click CRM > Setup > Preferred Contact Method as shown in figure below.

• Enter the preferred contact method you want to create.

• Click .
• Recently created preferred contact method will appear in the list.

Rating

From this menu you will create Rating for your leads in terms of how important is the lead for the business for e.g. Hot, Warm Cold etc. These will be populated in the Rating drop down menu while creating leads. Unless you create the Rating here, it won't be visible in the drop down menu while creating the leads.

To do this, follow the instructions below:

• Click CRM > Setup > Rating as shown in figure below.

• Enter the Rating you want to create.

• Click  .
• Recently added Rating will appear in the list.

Know From

From this menu you will create Know From for your leads which actually appear as How did you find out about us while creating Leads. For e.g. Internet, Word of mouth, Advertisement etc. These will be populated under how you found out about us drop down menu while creating leads. Unless you create the Know From here, it won't be visible in the drop down menu while creating the leads.

To do this, follow the instructions below:

• Click CRM > Setup > Know From as shown in figure below.

• Enter the Know From value you want to create.

• Click  .
• Recently added Know From will appear in the list .

Activity

From this menu you can create activities for the leads. Activity refers to any activities like follow up, phone call, fax made to the leads with a view to convert the leads in to formal clients. You can only create activities for the existing leads. 

To understand this, follow the instructions below:

• Click CRM > Activity as in figure below.

• Enter/select all the necessary information for any lead.

• Click . Recently added Activity will appear in the list.

Assign Staff

From this menu you will assign your staff to different location/venue as per your requirement.

To do this, follow the instructions below:

• Click CRM > Assign Staff as in figure below.

• Select the relevant location from the drop down menu for each Staff.

• Click icon to assign staff to selected location.

Company Contact

From this menu you will enter the corporate or agent details in the CRM system in building up the opportunity. After the opportunity is confirmed, then the company contact can then be transferred as an Agent, Corporate, Corporate Host or other status.

To create Company Contact, follow the instructions below:

• Click CRM > Company Contact Home.

• Click icon. You will go to the Add New Company Contact page as shown.

• Enter all the relevant information in each of the sections.

• Click icon to record Company Contact information. A pop up box will confirm the addition of New Company Contact.

• Now, when you click the icon, recently added company contact information will appear as shown below

Update Data

From this menu you can update the information that you have changed while editing the Company Contact information.

To do this, follow the instructions below:

• Click CRM > Company Contact Home.

• Click . List of all Company Contacts will appear as shown

• Click icon. You will go to the View/Edit Company Contact window.

• Edit any information and click  . The information will be updated in the system. 

Refresh Page

Refresh page icon  resets all the information when you realise that you have done some mistake while editing the information.

To understand this, follow the instructions below:

• Click CRM > Company Contact Home.

• Click . List of all Company Contact will appear.

• Click icon. You will go to the View/Edit Company Contact window.

• Click icon to reset all the data.
  
  

Add/View Activity

Add/view Activity allow you to manage activities for Company Contacts.

To manage activities, follow the instructions below:

• Click CRM > Company Contact Home.

• Click . List of all Company Contact will appear as shown.

• Click icon. You will go to the View/Edit Company Contact window .

• To add activity, click icon . You will go to the Activity Management page.

• Enter the Activity Name and related details.

• Click . Your intended activity will be created 

Convert Contact

Convert Contact will allow you to convert any of the Company Contacts to Agents once they meet your requirements.

To do this, follow the instructions below:

• Click CRM > Company Contact Home.

• Click . List of all Company Contact will appear as shown.

• Click icon for the contact that you want to convert to agent.
• You will go to the View/Edit Company Contact page.

• To convert this contact, click icon
• A window appears on the screen that will prompt you to enter Agent's status, Start Date and Expiry Date.

• Select agent status, start date and expiry date 

• Click . The Company contact will be converted to Agent.

Distribution Contact Group

From this menu you can create and manage your groups of contacts so that you have option to send group SMS, email etc. This is very important when your target recipients are large in numbers (more than 1) and have common characteristics for e.g. Student alumni, teacher from administration department, Students enrolled for private tuition etc. 

Manage Contact Group

From here you can create groups and assign individuals to the group.

• Click CRM > Distribution Contact Group.

• Enter Group Name, Group Type and Distribution Mode .

• Click .
• A group name will be created as shown e.g. Private Tuition Group

Delete Group

To delete the group, follow the instructions below:

• Click CRM > Distribution Contact Group.

• Locate the group you want to delete
• Click .
• A pop up box will appear to confirm the deletion as shown below.

• Click to confirm the deletion or to cancel the deletion.

View/Manage Group Contacts

View/Manage Group Contacts will allow you to add and remove contacts to the group you have created in section 20.1 Manage Contact Group.

To understand this, follow the instructions below:

• Click CRM > Distribution Contact Group.

• Click icon. You will go Manage Distribution List page as shown.

• Enter all the relevant information as below:
  • Group Name: the group that you have created and you want to assign contacts to.
  • Contact Type: the type of contact for e.g. agent, student, leads etc.
  • You can further filter contacts by specifying filter criteria in Search By and Status fields .

• Click  to fetch the list of all Student names e.g. starting with 'Bi'.

• Select the Students that you want to assign to the group by ticking the check box and click link individually or click
• Assigned contacts will appear at the right hand side of the page as shown.

• Now when you click CRM > Distribution Contact Group, you will see the contacts added to the Group.

Communication

From this menu you can communicate (send SMS, email) with the groups.

To do this, follow the instructions below:

• Click CRM > Distribution Contact Group.

• Locate the group to communicate with
• Click icon.
• You will go to the Distribution Communication page as shown.

• Select Group Name, Distribution Mode (SMS, Email), Mail Template. As soon as you select the mail template (for e.g. Welcome Letter) the body of the mail is automatically filled with the template's content.
• You also have option to select any files as attachments.
• Selected the contacts by ticking the check box
• Click  .
• You will see the message in green which will tell you whether your communication is successful or not.