Customer Relationship Management (CRM) Module

Owned by Andrew Aylesbury
Last updated: Jun 20, 2022

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.




You can update/change any activity by clicking icon (for leads) and icon (for Contacts).


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.



Modify Lead

From this menu you can modify leads.

To do this, follow the instructions below:

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



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


Click the  icon to modify the lead details in a new window and click the  icon to modify in the same page.




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

To delete the leads select the lead by ticking the check box and clicking the  icon.


Lead Documents

From this menu you can store associated documents for leads.

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 Document Upload Page.



  • The standard Meshed Document Upload functions are available on this page.



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.




Please remember that you must first create Status, Marketing Event from Marketing Campaign, Lead Source and Career Interest from Setup then only will they become visible in the drop down menu while creating leads.


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



Application Lead

Details entered at Step 1 for an application are used to automatically create a lead. This step is to ensure that any new applications details can be managed as Lead for further marketing and communication.




This includes applications with a status of Not Submitted, which is when the applicant has elected to Save & Exit prior to the final submission step.







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.





Preventing email sent from Meshed System being considered as spam or treated as Junk email

To assist with preventing email sent from Meshed Student Management System from being considered as spam and treated as Junk email, our Network Administrator has suggested adding or modifying an SPF record in your DNS server.  Further information see Ensuring Email Delivery



Bulk SMS (Optional Module)

The Meshed Platform has the capacity to integrate SMS capability from a third party provider to send SMS messages. This integration is required to use the Bulk SMS function.  More information on the SMS Integration can be found on the SMS Functionality Integration page.

From this menu you can send bulk SMS 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 SMS by ticking the check box  .
  • After selecting your desired leads, click the  icon .
  • You will go to the SMS sending page.



  • Select the SMS template from the drop down menu (if any) and type in the content of the SMS. (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 SMS)
  • Once you are satisfied with the SMS message, click  .
  • Your message will be sent to all the leads selected.
  • The  icon indicates successful whereas icon indicate unsuccessful recipient.



Generate Application ID

From this menu you can generate an Application ID and pre-populate Step 1 based for a lead on the available information.   The Application ID will be emailed to the lead.

To do this, follow the instructions below:

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



  • Select the leads for whom you want to generate an Application ID by ticking the check box  .
  • After selecting your desired leads, click the  icon.
  • The Generate Application ID window will be shown


  • Click on the  Icon to confirm.




Preventing email sent from Meshed System being considered as spam or treated as Junk email

To assist with preventing email sent from Meshed Student Management System from being considered as spam and treated as Junk email, our Network Administrator has suggested adding or modifying an SPF record in your DNS server.  Further information see Ensuring Email Delivery


Manage Activity

From this menu you can Manage Activities for a lead.

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 the   Icon
  • The Activity Management window will open.



  • The standard Manage Activity functions are available in this window.




Convert Lead

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.


You may also click icon to first preview the offer or click icon to edit/change the offer.


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


Reactivate Lead

From this menu you can reactivate converted or lost leads to an Active lead again.

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.
  • There will be a confirmation message shown.



Disqualify Lead

From this menu you can disqualify a lead to a Lost lead.

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.
  • There will be a confirmation message shown.




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



You may select more than one search criteria to have precise list of your requirement.



  • 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.


Refer to Monthly Target section regarding how Staff members are assigned monthly targets. The report displayed is based on targets they are assigned and figures they have actually achieved.



Gauge - Overall

Gauge 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 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.




Monthly Sales by Product

Monthly Sales by Product is extracted based on the Student Course that is confirmed for the month. It uses the date that is entered under Offer Converted Date.

The data it brings would be the Course Actual Tuition fee and the enrolment or material fees associated with the course. The data here is grouped by the Course.




Monthly Sales Leaderboard

Monthly Sales by Leaderboard is extracted based on the Student Course that is confirmed for the month. It uses the date that is entered under Offer Converted Date.

The data it brings would be the Course actual Tuition fee and the enrolment or material fees associated with the course. The data here is grouped by the Sales Person (Assigned to in CRM Lead)





Sales by Lead Source/Know From

This chart is produced based on CRM Lead data. Each Lead when created is assigned “Lead Source” and “How did you find out about us”.



Sales by Agent

This list of Sales figure is produced based on Student Course associated Account. If any Consultant is linked with the Student Course (for Referral purpose) then it will show in this list.

If no associated Account, then it shows the Provider itself as direct.




Sales by Agent (Top 50)

Displays the top 50 Sales by Agents until the 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.




Sale Target means the dollar target value where as Head count target means the number of target clients.


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





You can delete or edit the monthly target by clicking or icon




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.


To edit/delete marketing event just click / icons. Please remember that unless you create marketing event from this menu, it won't be visible in drop down menu while creating new leads.


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.




The pink color of the event indicates that it has been assigned to other users where as a grey event indicates that they are completed.

You can also edit/change the event by clicking the event link in the calendar and there by changing its details and finally clicking .


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 



You can delete the lead source by clicking icon.


 

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.




You can delete or change the status of the Career Interest by clicking or icons.

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.




You can delete the Delivery Type by clicking icon




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.




You can delete the Delivery Location by clicking icon



Website Integration

A Provider website can be linked with the Meshed Platform CRM to provide data as leads, for example from a 'Contact Us' page/form.

Please contact the Meshed Support Team for further details.



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 .





You can delete the Course Subject by clicking icon



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.




You can delete the Preferred Contact Method by clicking icon



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.




You can delete the Rating by clicking icon

The  Icon will allow you to set Rating as default value. 


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 .



You can delete the Know From value by clicking icon


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.




Explanation of Labels

  • Activity Type: whether you are contacting the leads by means of Phone, fax, email etc.
  • Assigned To: Who is in-charge of the activity
  • Activity Name: A name assigned to the activity to make it understandable and different from other activities
  • Status: whether the activity is completed, pending, scheduled etc
  • Activity For: whether the activity is for the lead or Contacts
  • Direction: whether the activity created is outbound or in bound.


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




To update/change the existing activity (for lead) just click icon and click icon to update the existing activity for contacts. To delete the activity click .




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.






Bulk Import

From this menu you can Import leads from a spreadsheet.

To do this, follow the instructions below:

  • Click CRM > CRM Bulk Import as in figure below.


  • Select Table as Leads 
  • Click Download Template
  • The spreadsheet file will provide the standard format of data set that must be followed so that the system can read and import correctly.



  • Once the template is complete select Import data
  • Select Table as Leads
  • Select the template file


  • Click Upload


  • Click Validate



  • Click Import


Imported leads can be seen at CRM > Leads Home
















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