Customer Management
To view a list of all customers and leads in your system, navigate to Sales » Customer List. Here you may search across every customer in the system and filter by customer name, most recent note in knowledge base, Outside Sales Rep (OSR), Inside Sales Rep (ISR), and customer location by State. Set the filters in the header of the customer list and click Search to refine the list. You may also sort the customer list by clicking any one of the linked header titles highlighted in blue at the top of the customer table. For instance, to sort by incrementing customer number, click the link for that column. To sort by decrementing customer number, click the link again.
The customer list may be exported to Excel for further modification. Click on the link at either the top or bottom of the customer table labeled Export and the table will download to your desktop as an Excel file.
Cetec ERP recommends the users to use the notes feature to record the interactions and relevant information with the customers after getting in touch with them. Assuming that you have done this, the contact list can be sorted to display customers by the date that this information was most recently logged. To do so select the far-right column of the customer list labeled Newest Note.
The central CRM functionality of Cetec resides in the customer management screens, where you may maintain current customer account and contact information, log customer interaction in the knowledge base, set follow-up reminders with email invites and calendar event creation, sync new and current customers with Cetec ERPs lead system, jump to and from related customer objects (associated, quotes, orders, invoices, production requirements, etc.), and more. To access the customer management screen for a particular customer, navigate to Sales » Customer List, search for the customer, and click on linked Customer Name in the far left column.
To create a customer click Create Customer from SALES » Customer List, enter the customer name, and click Create. Customer information can be edited after the customer has been created in the system.
Inside the customer management screen for a particular customer, you may edit customer account information by clicking on the pencil icon to the top left of the header inside the view tab.
Terms Code determines the terms of business transactions between your business and a particular customer. The data here is preset in ADMIN » Data Maintenance » 9TERMS. At the customer level, assign terms that you have negotiated with your customer here. The code you select will drive the default behavior for that customer in the A/R module of Cetec ERP.
Credit code indicates the transactional standing of your customer. The data here is preset in ADMIN » Data Maintenance » CREDC1. The default settings include New Account which prevents a transaction with a customer until the transaction is approved; Past Due, which warns your business that the customer you are transacting with has an unresolved balance; Credit Hold, which prevents order entry for the customer; and Current Account, which is the default setting allowing normal transactions.
Inside the customer management screen for a particular customer, you may add company contact information by selecting + Add Contact button beneath the customer header. This will open up a pop-up window with entry fields for contact first name, last name, office phone, mobile phone, fax number, email, and address. Fill out the relevant contact fields, and click OK to enter the contact for the customer.
Utilize the notes feature as a system-wide knowledge base for each of your customers to keep track of customer interactions, meetings, changes, follow-ups, and more. To do so, select the Notes tab from the left side-bar of the customer management screen. Create a new note by selecting + Note button at the far right. Log the customer note in the box labeled Add Note, set a note type to be able to search for it later, set a followup reminder if necessary, and click OK. The note will then appear with the date the note was created, and the user who created it.
SET FOLLOW-UP REMINDER (EMAIL ALERTS)
When creating a note, there is a button labeled Set Reminder at the bottom of the Note window. Set the date on which you need to follow up with this particular customer, enter a reminder title, and click OK. This will email an invitation (.ics file) to the email associated with your user profile, which can be then imported into your calendar.
Leads are created via the customer management screen. Scroll to the bottom of the screen, choose a lead program, and click Create. This will spin off a new lead (with an associated lead program) from the customer and assign that new lead a lead ID. Lead IDs increment one by one as you create them.
The newly created lead will appear in the lead list (Sales » Leads » Lead List) and in the left side-bar of the customer management screen. For more information on the lead system and lead management, click here.
Cetec ERP ties business data intelligently across all business operations and processes. Customer data, for instance, is repeatedly invoked for quotes, orders, invoices, documents, production requirements, and more. These are referred to as related objects.
A customers related objects - quotes, orders, invoices, notifications, and/or production setups on which they occur - may be located in the left side-bar on the customer management screen for any customer. This enables the development of an integrated database of customers value, standing, history, and activity as they relate to your business.
Lead Management
Leads are created via the customer management screen. Scroll to the bottom of the screen, choose a lead program, and click Create. This will spin off a new lead (with an associated lead program) from the customer and assign that new lead a lead ID. Lead IDs increment one by one as you create them.
The newly created lead will appear in the lead list (Sales » Leads » Lead List) and in the left side-bar of the customer management screen.
The lead worksheet is the locale for tracking and maintaining lead data (e.g. lead program, lead source, probability of conversion, estimated conversion date, etc.) across every lead in your system. There are two ways to access the lead worksheet: 1. Via customer management screen for the customer the particular lead was created from by selecting the Lead ID link at the bottom of the left side-bar, or 2. via the lead list by clicking on the Lead ID for the particular lead on the far left column of the lead list.
Inside the lead worksheet, observe the 11 fields of lead header information toward the top of the screen. Here you may view and edit such top-level lead information as: the assigned lead program, lead source, current lead state, customer number, inside sales rep (ISR), outside sales rep (OSR), conversion probability, estimated conversion date, net potential sale value, date of most recent addition to notes / knowledge base, and user assignment. Upon filling out the relevant header fields for the lead, select the Update button to log the changes in the system.
Utilize the notes feature as a system-wide knowledge base to keep track of lead progress, interactions, conversions, and followups. To do so, select the + Note button at the far right of the lead worksheet beneath the lead header table. Log the note in the box labeled Add Note:, set a Note Type to be able to search for it later, set a followup reminder if you want to utilize the feature, and click OK to log the note in the knowledge base. The comment will then appear in the Notes screen with the date the note was created and the user who created it.
The lead worksheet contains a default workflow to track the progress of your lead from generation to closure and conversion, and assign the lead (if necessary) to other personnel in the sales department at any step along the lead cycle. The lead workflow resides in the lead worksheet, just beneath the Lead Notes section.
There are five default lead states which your lead will pass through during its entire lifecycle: inactive, pending qualification, development, quoting, and customer. When a new lead is created, it is automatically assigned to the pending qualification state. To move a lead state to the next lead state, assign the lead state to the appropriate user and select the appropriate button below the Change Lead Stat title. The states to which you may send the lead onward or backward in the lead cycle depend on the state you are in - for a visualization of the rules that define how a lead may be routed through Cetec ERPs lead workflow, click here.
LEAD LIST - SEARCH & FILTER To view a list of all open or closed leads in your system, navigate to Sales » Leads » Lead List. Here you may search across every lead in the system and filter by customer name, date range of notes logged in knowledge base, outside sales rep (OSR), inside sales rep (ISR), location (state), lead state, lead source, lead program, user assignment, and status (open or closed). Set the filters in the header of the lead list and click Search to refine the list. You may also sort the lead list by clicking any one of the linked header titles highlighted in blue at the top of the lead table. For instance, to sort by incrementing Lead ID Number, click the link for that column. To sort by decrementing Lead ID Number, click the link again.
The lead list may be exported to Excel for further modification. Click on the link at either the top or bottom of the customer table labeled Export and the table will download to your desktop as an Excel file.
Use the Notes feature to record the interactions and relevant information with your leads after getting in touch with them. Assuming that you have done this, the lead list may be sorted to display leads by the date that this information was most recently logged. To do so, select Newest Note link from the header columns of the lead list.
Lead Programs are your company sales programs and/or product offerings. Assigning leads to a lead program helps track the effectiveness of sales programs from lead generation to conversion to new business.
The list of lead programs may be accessed via Sales » Leads » Lead Programs. Here you will find a list of open lead programs, their status (active or inactive), the number of open and closed leads each program contains, and a header table to search across all open and closed leads in the system.
Inside the lead programs screen, select Create / Edit Lead Programs above the header table to create a new lead program. This will take you to a new screen labeled Data Maintenance For LeadType. From here, create a new lead program by entering its name and clicking Submit. To enter an additional lead program, select the check-box labeled Add Record and click Submit, then enter the name and click Submit again.
Inside the lead programs screen, you may view a number of reports and graphs associated with a particular lead program by selecting a lead program.
Once inside a particular lead program, navigate through several graphical reports based on data collected on each lead worksheet .
Below the lead program graphs reside two tables: one representing the total number of leads for the lead program sorted by their respective workflow states (pending qualification, development, quoting, customer, and inactive), and another representing the total number of leads for each lead source in the system.
Lead sources, also known as lead campaigns, are the medium you receive the leads from (e.g. cold calls, ads, tradeshow, etc.). Assigning leads to a lead source helps track the effectiveness of various methods of sales, marketing, and lead generation.
The list of lead sources may be accessed via Sales » Leads » Lead Sources. Here you will find a list of currently open lead sources, their status (active or inactive), the number of open and closed leads each source contains, and a header table to search across all open and closed leads in the system.
Inside the lead sources screen, select Create / Edit Lead Sources above the header table to create a new lead source. This will take you to a new screen labeled Data Maintenance For LeadSource. From here, create a new lead source by entering the name and clicking Submit. To enter an additional lead source, select the check-box labled Add Record and click Submit, then enter the name and click Submit again.
Inside the lead sources screen, you may view a number of reports and graphs associated with a particular lead source by selecting a lead source.
Once inside a particular lead source, navigate through several graphical reports based on data collected on each lead worksheet .
Above and below the lead source graphs reside two tables: one representing the total number of leads for the lead source sorted by their respective workflow states (pending qualification, development, quoting, customer, and inactive), and another representing the total number of leads for each lead program in the system.