CRM Help

By clicking on the Sale Items tab, you will see the items on sale - which are put into the system by the Sales Managers.

By clicking on one of the sale items, you will get an image (if available), a description of the product and the opportunity to place an order. This is the Part Info screen.

By clicking on Part Search, you will get a summary page of all the items available in that category so you can select a different item.

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TOP 10 ITEMS

By clicking on the Top 10 Items tab, you will see the top items being sold for your department type (i.e. Fire or Police).

By clicking on one of the top 10 items, you will get an image (if available), a description of the product and the opportunity to place an order. This is the Part Info screen.

By clicking on Part Search, you will get a summary page of all the items available in that category so you can select a different item. This feature will be available for Related Items and Index tabs also.

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RELATED ITEMS

The function of the Related Items is to help sell additional items pertaining to items the customer has already agreed to purchase. When you have selected an item to be added to the CART, the Related Items tab will automatically offer a list of items that are recommended to be purchased with the existing item.

If you click on an item in the Related Items, the Part Info screen will appear.

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INDEX

By clicking on Index, you will get a listing of all the product categories. By clicking on a product category, i.e. Batteries, you will get a summary list of all the battery parts to choose from.

When you select a part, you will get the Part Info screen.

If you know a part's item number, you can enter it in the Search field and the Part Info will come up immediately.

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PRODUCT AVAILIBILITY

By clicking on Product Availibility, you are first prompted to input a part number.

After inputting a valid partnumber, a listing of (Whse) warehouses, (OH) qty on hand, (Com) committed to other orders, (BO) back order, (Avail) availible for sale, (PO) on purchase orders will appear.

Items with availible quantities will appear with a red highlight.

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CART

The Cart tab has multiple functions. Anytime you click on a ORDER button, you will go to the Cart tab.

The item you just ordered will appear in the Cart. You have the option here to Remove the item and the ability to change the quantity ordered.

If your customer has purchased many items and you are in the process of looking up another product, and the customer wants a recap of all the items currently in the cart, just click on the Cart tab and you will see all items. To get back to what you were viewing, either click on Part Search or Part Info - whichever screen you were previously viewing.

For customers who know item numbers, click directly on Cart, enter the item # and click Search. The item will come up. Click Order and it will be added to the cart.

When your customer is done shopping you have the ability to click on the Spiff, Shipping and Warehouse tabs. However, if you click on End Order before the above mentioned tabs, the system will take you thru those 3 tabs before the order is officially ended.

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SPIFF

By clicking on the Spiff tab, the items being offered as spiff items will be displayed. To add these to your existing order, click Order. You will be taken back to the Cart tab.

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SHIPPING

The Shipping tab allows a place to change the address of where a specific order should be shipped, payment info and any special instructions.

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WAREHOUSE

The Warehouse tab provides In and Out-of -Stock information for items being purchased. If items are out-of-stock in the customers' assigned warehouse, you can select a different warehouse and inform the customer of estimated shipping time.

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END ORDER

When you are ready to end the order, click on End Order. The items being purchased, the ship to address and payment info will all appear. If all info is correct, click on Close Order. This officially ends the order.

If the customer wants to add something, you can add at anytime while in the above tabs, except for when you click Close Order. You can be in this screen and the customer wants to add an item. Just click on the necessary tab to take you to the screen you need to be in to find the product. Again, the ordering process is only finalized when you click on Close Order.

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CUSTOMER BASE

When you enter CRM, your application will always open up in the Customer Base. This contains all your customers. The customers at the top, who have dollar signs by their name, are the accounts that need to be called that day.

The categories To Do, Account #, Name, Dept Type, Contact, Title, Last Sold Date, Past Due, Revenue YTD and Products can all be clicked to be sorted based on those categories. Note the down arrow in Contact. By clicking on any one of the blue boxes, the customer base will sort based on that category.

Now it is sorted by Name.

When you need to find a customer quickly, and know the Account #, you can enter the Account # in the search field then click Search. You will be taken directly to that account.

By default, the first customer is highlighted. When wanting to go to the Customer Profile, make sure the correct account is highlighted.

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CUSTOMER PROFILE

The Customer Profile tab provides all contact, address, bill to and any special instructions.

By clicking on the Edit Profile tab, you can make necessary changes. Then click Save. The Customer Profile will be immediately updated.

Any comments or special instructions should be typed directly in the boxes and then click Save.

If you forget to click Save, and try to click on another tab, you will receive a screen pop asking if you want to Save.

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PREVIOUS ORDERS

The Previous Orders tab contains order information for the past two years. All the blue column headers can be clicked on to be sorted.

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YTD SALES

The YTD tab shows YTD sales for the past two years. Sales are grouped into product categories.

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COMMENTS

The Comments tab holds all comments that have been entered in the Customer Profile tab. You can click on the Date header to sort.

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SPECIAL INSTRUCTIONS

The Special Instructions tab holds all instructions that have been entered in the Customer Profile tab. You can click on the Date header to sort.

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CALL RECAP

The Call Recap tab is what will provide updates to your customer base and rotation cycles for calling customers. The Call Recap screen should be filled out for every customer called who does not place an order. This is your opportunity to keep your customer base up to date and functioning effectively for you.

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CUSTOMER SERVICE REQUEST

The Service Request tab will allow for customer issues to be emailed to Customer Service. This should increase resolution response time to the customer. Customer Service has the opportunity to respond by email or by phone to the customer.

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PURCHASE ORDER

The P.O. tab will allow viewing of all Purchase Orders in the system.

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USING CRM

When you login to the CRM application, the default screen will show Sale Items, company logo and Customer Base. Every day the customer base will be rotated. The customers that are a "must" call for the day will be moved to top of the customer base, with a $ by their name.

By double clicking on a customer, you are automatically taken to the Customer Profile. To review the customer, you can click on Previous Orders, YTD Sales, Comments and Special Instructions. These tabs will provide you with a history of the account.

There are two ways to place orders. One, you can find items by drilling through the categories, or two, you can click directly on the Cart tab and enter Item #'s. To actually place the order, you must click the ORDER button. Anytime you click the Order button, you will be taken to the CART tab. In the Cart tab you can remove the item or change the quantity ordered. To continue placing an order, you can click on the Part Search, Part Info or any of the tabs in the left hand column. Or, you can remain in the Cart tab and continue entering Item #'s in the Search field.

When the customer is ready to checkout, you can either click on the Spiff tab, or click on End Order. If you didn't click on the Spiff tab, End Order will automatically take you to the Spiff tab. If the customer wants to purchase a Spiff item, click Order (which will take you back to the Cart tab) and then click End Order. If the customer does not want a Spiff item, click End Order.

If items are backordered, you will be taken to the Warehouse tab. You have the option here to chose a different warehouse and inform the customer of the estimated shipping time. After adjusting the warehouse info, click End Order.

Billing info should be filled in on the Shipping tab. If the shipping address is different than the customer and bill to address, make the addition in the Shipping tab. When finished, click End Order.

The End Order tab will provide a summary of all items purchased, ship to info and payment information. When all is complete, click on Close Order. This will officially end the ordering process. A confirmation of the order will automatically be sent to the customer by way of email (if address is in the Customer Profile).

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HOT KEYS
General:

ALT-X: toggle between Customer and Order screens.
Customer Screen:

ALT-B: Customer Base.

ALT-P: Customer Profile.

ALT-O: Previous Orders.

ALT-Y: YTD Sales.

ALT-C: Comments.

ALT-I: Special Instructions.

ALT-R: Call Recap.

ALT-S: Customer Service Request.

ALT-U: Purchase Order.
Order Screen:

ALT-S: Part Search.

ALT-I: Part Info.

ALT-C: Cart.

ALT-P: Spiff.

ALT-H: Shipping.

ALT-W: Warehouse.

ALT-E: End Order.

ALT-N: New Customer.

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NEW FEATURES
5-05-2005:

To help you find auto callback accounts easily and quickly the following modification has been completed. If the customer's auto callback date is set to today's date and the manual callback date is older than the auto callback date then the to-do icon on that account will now display an ! rather than a $.
3-24-2005:

On the additional profile screen, new Copy From ShipTo links have been added below the Copy from Billing Info link to allow you to copy information from ship-to addresses when creating additional profiles.
8-25-2004:

In order to help Product Solutions manage inventory more effectively, CRM has been modified to prevent parts from being ordered from warehouses where they are not currently stocked. When you select a ship from warehouse on the shipping tab, then CRM will check each product in the cart to determine whether or not the product can be shipped from that warehouse. If not then you will receive an error message stating that the warehouse selected is not valid for one or more parts in the cart. You will then have the option to select another warehouse from the list or leave the ship from warehouse selection empty. The second noticeable change in CRM will be on the warehouse tab. N/A will be displayed in the warehouse availability column for products that are not stocked in that particular warehouse and no input will be allowed in the quantity taken field.
5-18-2004:

Orders can now be searched with a date range. This is done in the advanced search on the previous orders page.
5-6-2004:

The INSTALL product will now allow the user to select a warehouse from within the cart similar to adding an XSPSHOP item.
2-25-2004:

When a DPP item is added to the cart, the drop ship box will automatically be checked. Any time a DDP item is ordered and the order has been submitted, a PO will print in the Product Solutions group. Please note, once this PO has been printed, you will be warned that it has already printed if you edit the order. If you make changes to the order, it will print another PO in Product Solutions.
2-18-2004:

A customer comments box has been added to the order, email, fax confirmation window above the send button. Comments entered in the box will print at the bottom of email and fax confirmations. A warning message will now be displayed when an order has been placed on credit hold. A product weight column has been added on the part info tab for Logistics. In addition, a new weight column was added for items in the cart. Finally, a new text box titled UPS Acct: has been added under the Payment Information section of the shipping tab. This text box will be used to input the customer's UPS account number.
9-18-2003:

A warning message will now be displayed when the user inputs a PO number that was previously used for the selected customer on the shipping tab.
9-09-2003:

CRM will no longer allow the user to add suspended part numbers to the shopping cart. If you click the order button after selecting a suspended part number you will receive a message stating that the part number has been suspended.
8-28-2003:

CRM is now more equipped to do business the way you do business! On the Customer Profile screen there is a new button labeled Additional Profile. By clicking this button, you will be able to create additional purchasers per account, and different ship to's per account. For example, you can have 5 different purchasers, and their contact information, per 1 Ship to location. Or, you can have 1 purchaser and 5 different ship to's addresses. You can also have a different purchaser per ship to. Each time you create a new purchaser/ship to a -x (1,2,3) will be added to the main account number. You will be able to see each sub account on the Customer Profile screen. You will click the sub account you want and the information in Customer Profile will reflect that sub account.
7-8-2003:

On the SHIPPING tab, when the user inputs manual freight then the program will now verify that the ship via code selected will allow for manual freight to be charged on the invoice. The program will either switch the ship via code automatically or prompt the user to select a valid ship via code if needed.
6-30-2003:

On the PREVIOUS ORDERS tab, we've added cost to the order detail information for users authorized to view costs.
6-24-2003:

On the CUSTOMER PROFILE tab, we've added a sales rep field for Chief Supply displayed below the customers account number.
6-20-2003:

On the END ORDER tab, the customers credit card information will now be displayed for verification purposes.
5-28-2003:

On the CUSTOMER PROFILE tab, we've added a searchbox for catalog mail id and a box to display the catalog source code. On the New Customer screen, we've added a new catalog source code box used to input the source code printed on the catalog mailing label. This source code information will be used to track catalog sales. The catalog source code will also be displayed on the End Order screen. Infomation will be provided on how to input the catalog customer ID and source code information.
5-7-2003:

On the CUSTOMER PROFILE tab, their are now checkboxes for Do Not Mail, Do Not Rent & Do Not Call. Checking the Do Not Mail and Do Not Rent boxes will remove the customer from future mailings. Checking the Do Not Call box will remove the customer from the call list. Please remember to add sales comments regarding any request from a customer to be removed from one of these three lists.
5-6-2003:

On the SHIPPING tab, their is now a checkbox for dropship. An order that is marked as dropship will print instructions NOT TO INCLUDED A PACKING SLIP to the shippers.

On the SHIPPING tab, their is now a checkbox for one invoice. If your customer needs only one invoice from multiple orders then this box must be checked.

On END ORDER, the summary information has the line items sorted warehouse. Previously these warehouse were divided by a graphic line. Now they are separated by colors.
4-23-2003:

XSPSHOP will only show up for users who need this functionality.

XSPSHOP will now require that the user input the installation warehouse that the part is assigned to.

After adding an XSP part number to the cart, you can click on this number and edit the information. When in edit mode the column headings will show up in the color green instead of the normal grey.
4-10-2003:

We have added a new drop down list to select state and a new drop down list to select the correct country code on all pages that allow the user to update billing and shipping address info. When adding foreign addresses the user should input the name of the city, province, country and foreign zip in the city field, select the empty state in the state drop down list, clear out the zip code and select the appropriate country code from the country code drop down list.
3-27-2003:

On the PREVIOUS ORDERS page, there is now a input box for searching orders by invoice number. Just input the invoice number into the box and hit search.
3-21-2003:

After entering a part on the CART page, interchange parts, closeout parts, and discontinued parts will be indicated in two ways. First, the part number will appear in the color red. Second, an asterisk '*' will appear before the part number.

After entering a part on the CART page, the last price that the customer paid for that part will appear below the order line. If the customer has never purchased that item then nothing will appear. Also, the last qty and last purchase date will appear. If you click on the price this information will be put in the price box of the orderline.

We have added a new button on the CART page for creating XSPSHOP parts. This button works similiar to the XSPSPCL button on the same page. After entering an product, you can hit the XSPSHOP button and it will carry over the price, cost, vendor name, vendor part number in the creation of the XSPSHOP part.
1-12-2003:

The help screen appears and focuses on New Features when there has been a change in CRM.

If you click the right mouse button on the Customer Base screen, a pop-up will appear with 2 options. The first option is CRM Help. To get this option, click the left mouse button on the words "CRM Help". The second option if Customer Base Admin. With this option you can adjust the columns that appear on the Customer Base Screen. To get this option, click the left mouse button on the words "Customer Base Admin".

When you choose "New Cust", you will prompted to input new customer information at the beginning of the order process.

The sales persons initials appear in the previous orders list.

When going to end order with no items in the cart, you can now save this order as a quote. This allows a sales person to create a free form quote.

When adding an item to the cart, there now is a button call XSPSPCL. Pressing this button will change the part into a XSPSPCL.

On the End Order screen, there is now two sections. The Summary section shows the parts and prices. The Detail section shows the shipping information grouped by warehouse.