Web Self Service

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Web Self Service

• Take Home Message
• Web Self Service gives CRM information access to
  assigned non-CRM users.

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Overview

• CRM Web Self Service (WSS) allows third parties
  to access necessary data/information stored in
  CRM system, outside the CRM application.
• Clever, customizable design enables you to choose
  which features to include in your CRM
  application, and further modify the application
  to suit your needs.

3
How it works

• Basic mechanism The firms marketing department
  uses the CRM application and communicates with
  their agents all over the country using the WSS
  application.

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Industry Real Estate

• To illustrate how WSS works, we are going to make
  a real estate companys WSS application as our
  example.

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Getting Started
Get the WSS URL from your Marketing Department.

• Request for login details from the following
• Any CRM user in your company
• Your CRM Works Support team
• If you are an existing WSS user, you can use WSS
  to request for login details from your CRM team.

Login. If your agent does not have login details
yet, ask for details from existing CRM users.
Click!
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Menu Page
Menu page shows you all the functions of your WSS
application
Displays information on the users list of clients
Displays details on buildings with vacancies
Shows details on available residential space
Enables agents to enter new leads on to ACRM
Displays status reports on different statistics.
Enables agents to search for opportunities to do
business
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Buildings Tab (Search)
Buildings tab enables agents to search, list, and
view building specifications.
You are here.
Press Find to show the list of entries
that contain your search keyword.
Key in the name of the apartment, building,
client, or whatever information you are looking
for.
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Buildings Tab (List)
The Find function shows you a list of all
entries that contain your query.
Click on the entry to view more information.
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Buildings Tab (View Building)
Agents can now view more information of the
building they are interested in.
Agents can also view the buildingslibrary and
special promotions.
From the name of the building, to its
Development Manager, this page displays all the
necessary information that your agent needs to
know about a building.
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Apartments Tab (Search)
Apartments tab enables agents to search, list,
and view apartment details.
You are here.
Click to get the list of apartments that match
your search queries.
You can further filter your search query by
keying in keywords, or by choosing from the
options in the search fields.
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Apartments Tab (List)
This page lists all the apartment entries that
match your query.
You can also have a quick look into what
apartments are available per building. Choose
which building you want to check from the
dropdown list and click on Refresh.
Apartment entries are classified according to
their names, the project they belong to, and the
number of bedrooms.
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Apartments Tab (View Apartment)
This page then shows all information about the
apartment.
When you think you found the apartment you are
looking for, Hold the Apartment!
From the number of bedrooms to the balcony area,
to the parking type, everything you need to know
about the apartment is displayed on this page.
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Apartments Tab (Hold Apartment)
Holding an apartment reserves the apartment to an
agent, temporarily shelving the apartment entry
from the list making the details solely exclusive
to the agent.
Clicking on the Hold link temporarily disables
the apartment from being viewed by other agents.
An apartment can be kept on hold for a
limited period of time. In case the bond expires
without agent activity, the apartment will
automatically be made available publicly once
again.
The agent can mention that he is holding this
particular unit for a client who he thinks will
be very interested in the apartment.
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Clients Tab (Search)
The Clients tab enables agents to search, list,
and view their roster of clients and their
specifics.
You are here.
You can also click on this tab to get a complete
list of clients in the database.
Click on find!
The territory filter narrows the list
down according to territory.
The Client type filter Narrows the list down To
according to type Of contact e.g.
Solicitors, Staff, Service Providers, Contractors,
etc.
You can search for clients using the different
filters available on this page.
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Clients Tab (List)
This page lists all the entries that match your
search query.
Agents can click on the List of Clients tab to
view a complete list of clients in the database.
Click on an entry to view details about the
client.
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Clients Tab
Clients Tab (View)
This page displays all there is to know about a
client.
Agents can also attach notes, additional
addresses, and other contact information through
these tabs.
Click on Edit Client to update, or modify
existing client information.
From first names, to their marital status, to his
or her number of children, this page displays all
there is an agent needs to know to determine his
clients requirements.
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Leads Tab (Search)
The Leads tabs enables an Agent to find, list,
and enter new leads and submit them to the firms
CRM system.
You are here.
An agent can also search for leads depending on
the stage of the lead (cold, tepid, warm or hot)
Click!
An agent can search for leads by territory.
An agent can also look for leads depending on the
status of the leads (Lead just created? Already
converted to opportunity? Or was it successfully
closed?)
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Leads Tab (List)
This page displays all leads that matched your
search query.
Clicking on the entry will enable you to view the
leads summary of details.
This dropdown tool enables you to further filter
your leads by lead status.
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Leads Tab (View Lead)
Agents can also view additional information, like
contacts, addresses, and attached notes on this
lead.
This page displays the leads summary.
Agent can create new lead, or convert this entry
into an opportunity.
Everything that an agent needs to know about a
lead is displayed in this page.
Lets click on Create New Lead first.
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Leads Tab (Create New Lead)
Your agent can input new lead details in this
page.
Key in all applicable field in this page, make
sure to fill up all mandatory fields for a lead
entry to save successfully.
Click on Save to add new lead to CRM database.
A notification will be sent to CRM users,
notifying them that a lead has been create.
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ACRM Notification New Lead
WSS users can contribute to the growth of your
CRM leads database.
Notification will appear on every tab in the CRM
interface. This appears immediately.
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Opportunities Tab (Search)
Agents/WSS users can search the WSS database for
opportunities to do business.
You are here.
Click on find to get list of opportunities that
match your query.
Search for existing opportunities release by the
Marketing Department.
Search via description, business name, territory,
etc.
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Opportunities Tab (List)
This page shows a list of all opportunities that
match the search query.
You are here.
Click on the opportunity link to get more
information.
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Opportunities Tab (View)
All the agent needs to know about the opportunity
he is interested in is displayed in this page.
You can also view more details, contract details,
special offers, notes, and library about a
particular library.
Check the contact persons name, what kind of
apartment he is interested in, etc.
Should a client decide to discontinue his
application, the agent can mark this activity as
Fallout.
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Opportunities Tab (Fallout)
This fallout window finalizes the tagging of a
certain opportunity as canceled, or Fallout.
Choose from a variety of categories in this
dropdown list Contract Issues, to Finance
Issues, to Price Issues.
Click on Save to mark event as fallout.
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CRM View Fallout Notification
A CRM user is immediately notified of a fallout.
CRM Users may also opt to receive notifications
via the email.
Notification will appear on every tab in the CRM
interface. This appears immediately.
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Reports
You are here.
Agents can generate reports using WSS by choosing
desired filters.
Generate more reports from apartment
availability without pricing, to Opportunity
Detail Report, to Sales Status Summary.
Choose whether to print the report or to export
it to Excel.
Customize your reports, choose filters to
generate your desired list.
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WSS Users
The WSS Users tab enables existing WSS users to
create new WSS accounts for new agents, or for
new clients.
You are here.
The good thing about WSS is that there is no
limit to as to the number of users who can take
advantage of the service!
Key in the details of your account, and you are
good to go!
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Ending

• WSS as e-Support to CRM and ERP applications is a
  new strategic approach to building and
  maintaining relationships.
• Permits access to third parties, and permits
  access to perform routine tasks for non-core
  users.
• Major benefits
• Lower costs (lower than contact centers and email
  services)
• Affords a company to expand their reach and to
  increase their databases
• Customizable ACRM users can practically design
  their own workflow, making the application suit
  your business.

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Contact Information

• David Gill Principal Consultant
• CRM Works Pty Ltd
• Sydney AUSTRALIA

david_at_crmworks.com.au
61 2 9006 1237
www.crmworks.com.au