CRM Setup Guidelines and Best Practices

CRM Setup Notes

Opportunities

1. Get Assigned on Round Robin Basis (Availability)

   • This means that assignments are distributed evenly among team members, ensuring that everyone gets a fair chance.

2. Initial Obligation is Assigned

   • If no response is received:
     • (1) HR
     • (2) Guest Manager
     • (3) CEO
   • Importance: Ensures that multiple relevant stakeholders are involved if initial contact fails.

3. Once Contacted Client → Under Activities (Related List)

   • Change Transition to Contacted (important to keep track of progress).
   • This helps in tracking the status of each opportunity and ensures follow-ups are made.

4. Calls are Stored in Activities

   • Recording calls is vital for reference and accountability. It also aids in understanding previous interactions.

5. Marketing Team Can Easily Analyze

   • Having all data collected allows for better strategy formulation and insight into customer engagement.

6. Opportunities Could Be Lost

   • Emphasizes the necessity of diligent follow-up to avoid losing potential clients.

7. Closing Steps

   • Please ensure to fill all Mandatory fields.
   • GP (Gross Profit): To know your GP, you will be provided with a Price List to deduce your GP.
   • This is a critical financial metric to be reviewed regularly.

8. Suggested Company Name

   • 1st preference: Mention it clearly for accurate identification.
   • Keeping records organized aids in future referencing.

9. BSA Task is Done

   • Essential for ensuring every task is completed before moving forward.

10. Sales Admin Review

    • The Sales Admin will review the information. This adds a layer of oversight before finalizing any opportunities.

11. Upon Payment Received, Opportunity Will Be Marked as Closed Sale by Sales Admin

    • Signifies completion of the process and confirmation of successful sale.
    • Listing it as a closed sale helps in tracking performance and results.

12. Pragakta Will Handle This

    • Assigning responsibility to individuals ensures accountability and clarity in roles.

Reference:

Notes on CRM and Finance Procedures

General Notes

• Notes: Related List
  • Organizing notes related to specific tasks helps in tracking progress and ensures accountability among team members.

Email Procedures

• Stage History: Related List
  • Keeping a chronological record of interactions with clients can facilitate better communication and follow-up strategies.
• Open Activities: Add if you want to be reminded of any.
  • Utilizing reminders can help manage workload effectively.
• Emails:
  • Click "Compose Email" : Initiates the email process.
  • Template Usage: We have templates created already (e.g., BSC-Introduction).
    • Templates streamline communication, ensuring consistency and saving time.
  • Edit after insert: You can modify templates to personalize them for each client.
  • Click Send: Final step to communicate with clients.

Zoho Finance

• Purpose: To send Proforma Invoice (PI) to customers.
• New Estimate: Comes from Zoho Books.
  • Accurate estimates are crucial for transparency and client trust.
• Modify Estimate: You can change Rate.
  • Flexibility in pricing can help in negotiations.
• Finalizing Estimate:
  • Click Save: Ensures all changes are recorded.
  • Export PDF: To send to customer.
    • A PDF version is often more professional for client communication.

LOE App Procedures

• Steps to Complete:
  1. Copy Opp. Name from CRM (Closing Sale).
  2. Paste it in "Opp. Name" field.
  3. Change Amount if needed.
     • Being adaptable to customer needs can aid in closing deals.
  4. Fill the missing data.
     • Comprehensive information reduces errors and ensures clarity.
  5. Business Activities: Scope of Services.
     • Clear descriptions help set client expectations.

Reporting

• "My LOE" will show your LOE: Allows tracking of one's own activities and outputs.
  • Monitoring progress can help identify areas for improvement and ensure accountability.

Reference:

Client Onboarding Process Notes

• Details View:

  • Action: Click "Send for Signature" to obtain the client’s signature.
  • Thought: This step is crucial as it serves as an acknowledgment from the client that they agree with the Terms and Conditions (TAC).

• Signature as Acknowledgment:

  • Explanation: The signature signifies that the client understands and accepts the agreement, providing legal backing.

• Once Approved:

  • Action: Ensure that the payment gets attached in the attachment section of the documents.
  • Thought: This maintains a record of the transaction, which is vital for accounting purposes.

• Payment Process:

  • Action: After payment is made, inform the finance team to convert the estimate into an invoice.
  • Additional Info: It's essential that this conversion is done timely to maintain cash flow and proper financial records.

• Client Onboarding Team:

  • Action: A member from the Client Onboarding Team will proceed further with the process.
  • Thought: Clear delegation of responsibilities ensures that tasks are handled efficiently, minimizing delays.

• Closed Sale Stage:

  • Note: The process stops here at the "Closed Sale" stage.
  • Explanation: Recognizing when the sale is closed is important to transition focus to customer service or follow-up processes.

• Tools Mentioned:

  • Zoho Learn: Used for training or learning management.
  • Zoho Sign: Platform for obtaining digital signatures.
  • MFA (Multi-Factor Authentication) : Enhances security during the onboarding process.
  • IMAP: Allows for email access and management, potentially important in communication during onboarding.

Summary of Tools

• Overall Importance:
  • Following these steps meticulously ensures a smooth onboarding process and maintains client trust through transparency and accountability.

Reference: