Overview

IP1 CRM enhances the process of managing, integrating and where appropriate automating all customer interactions and streamlining the various channels and processes involved. It
helps to create a customer-centric organisation, resulting in improved customer retention, higher customer profitability, increased effectiveness of sales and marketing and stronger customer relationships.
In a customer-centric organisation the customer is the starting point for everything. This means that anyone who is interacting with a customer should be able to retrieve all information about that customer from a single source, without having to change systems and/or databases. This also applies to prospects, or potential customers, suppliers, agents, authors, end-users or anyone with whom the company relates.
Many companies sell to organisations as well as to individuals. Even if a company only deals with other organizations, those organisations are comprised of individuals. Such individuals may be associated with more than one company and may have more than one address. In addition, an individual and/or organisation may have multiple relationships (e.g. author, supplier, creditor, lecturer, educational institution, customer and representative of an organisation that is also a customer) with your company.
IP1’s core ERP database manages this using an ‘entity’ file rather than having separate files or authors, suppliers, prospects, customers (company) and customers (individual). This ‘entity’ file holds all individuals and organisations with whom your company has a relationship, and these are identified and defined by their relationships with your company and with each other. An entity can be one or more of the following: an author, individual customer, employee of a customer, lecturer/teacher, educational institution, supplier or prospect.
To provide maximum flexibility in using CRM, several user-definable classifications have been created that can be used for access and reporting, etc. These include demographic definitions, profiles, customer/prospect interests, customer/prospect groupings, turnover, size, territory, status, type and many more.

Key features

Contact management

A contact in the CRM system can be an internal user within your company with an iSeries ID that can be assigned to complete specific incidents/tasks for various entities in the CRM system or an external user e.g. a web user. Contact details, personal details, communication history, etc. can be kept at an individual and/or organisation level. Each organisation can have multiple individual contacts, each individual can be associated with multiple organisations, and both can have multiple relationships with your company. When an incident is raised in IP1 CRM, it is always linked to a contact and/or a customer.

Incident management

Incident management in CRM allows you to create and manage all your incidents when a customer or a contact has an incident that needs to be addressed or raises an issue that
needs to be attended to or resolved. The nature of the incident determines what information is required to log an incident. CRM templates in the system can be applied to incidents with defaults values from template or parameters to accurately record incidents. User defined keys can be entered as subjects to allow you to specify values that can be captured depending on the nature of the incident.
Incidents are managed via CRM Dashboard in IP1 which provides a snapshot of all the incidents in one place thus allowing you to manage all your outstanding incidents from a central platform. It displays all the outstanding incidents for your user group outlining what’s currently overdue and what will be overdue soon. As a user you must belong to the user group to view the incidents for that user group. From the dashboard you can drilldown to specific incidents and view the activities and routes assigned to that incident and take relevant actions. Departmental managers can view team performance from the Dashboard and get a summary of the incidents.

Internal performance review

Department managers with appropriate access can review all incidents for their department using the CRM dashboard with the ability to drill down to outstanding incidents and related
activities and tasks. CRM movement report can be generated to review incidents for a specific date range for a select group of incidents and CRM incident export allows you to export a select group of incidents using customer specified excel layouts.

External communication

Automatic letter generation functionality in CRM allows letters to be generated for overdue customer accounts depending on their overdue status, exemptions and payment activity.
Pre-defined templates are used for the overdue letters which can be sent automatically via email. CRM letter templates can also be maintained to email seminar information such as
notification and confirmation etc. to the attendees as well.

Process flow

CRM process flow diagrams

CRM process flow

CRM letter maintenance

CRM setup and maintenance

Carefully configured business rules, masterfiles, templates and account setups must be in place to ensure efficient flow of the CRM process.

See CRM Setup & Maintenance document for all CRM business rules and related CRM maintenance setup for the CRM process.

Procedure

The following processes/tasks define the standard operating procedure of Iptor IP1 CRM. It is your responsibility to ensure that you understand this procedure before performing the
following tasks.
Note: Deviations from this procedure should be covered by procedures written by your company. Before performing any tasks, please ensure all the business rules are set-up accordingly. Business rules for IP1 CRM module must be setup with support from Iptor IP1 consultants. It is critical to understand the setting of control files and how it works. Control files must be setup correctly for the system to operate as intended. Any changes to the control files setup should be addressed cautiously and in consultation with Iptor IP1 consultants.

Contact management

A contact can be either an internal user (with or without an iSeries ID e.g. a contractor) or an external user e.g. a web user.

Process	Steps
Setup CRM resources	Identify all the resources that will assist with Customer Relationship Management. Resources can be internal (employee with iSeries ID) or external (with no iSeries ID) and will be assigned to complete specific incidents/tasks for external entities. The external entities can be a prospect, debtor, creditor, author, payee etc. For an internal resource create iSeries user if not already setup. Create resource as a contact in IP1. Select menu: Publishing Modules>CRM>CRM Maintenance>CRM Resource/Calendar>Work with CRM Resource. Click function Add. Enter the Contact type. Contact type is maintained in TMSCRM/CR-CTYP and it must be Contact type for an internal resource. Refer to the CRM setup document for contact type setup for internal resources. Enter the contact details and click OK. Work with resources panel will appear. Identify the resource: as either as internal for a user with iSeries ID and enter iSeries ID as the Resource ID or as external for a user without iSeries ID and enter any ID as the Resource ID. Enter the required contact attributes. Contract attributes are defined in TMSCRM/CC-A, and it will display depending on the contact type. Ensure the user is assigned to the correct User group. CRM options available to a user is dependent on the User groups they are assigned to.
Setup Web users	Web users are external to your company. They do not work for your company i.e. they are not your resources. Create the web users as a contact in IP1. Select menu: Publishing Modules>CRM>CRM Maintenance>CRM Resource/Calendar>Work with CRM Resource. Click function Add. Enter the Contact type. Contact type is maintained in TMSCRM/CR-CTYP and it must be Contact type for a Web user. Refer to the CRM setup document for contact type setup for web users. Enter the contact details and click OK. Work with Web user panel will appear. On the Web user panel: enter the Web user’s User ID, Password and Access type. Access type determines what access levels the contact has to various fields and classifications. Enter the required contact attributes (TMSCRM/CC-A).
Maintain calendar of the resource	Calendars can be maintained only for internal resources with iSeries ID. Calendar will ensure the resource availability is visible when they are assigned tasks. Calendars can be maintained by Calendar type or by Resource. Any changes by calendar type will affect all resources using that calendar. Select menu: Publishing Modules > CRM Maintenance > CRM Resource/Calendar > CRM Calendar by Company or CRM Calendar by Resource. Select the Calendar type (for CRM Calendar by company) or select the Resource (for CRM Calendar by resource) and click OK. The Resource defaults to your User ID but can be overwritten. Maintain all the required changes. To change a working day to a non-working day or vice versa, place the cursor on the day and click. Note: Holidays must be flagged as non-working days to ensure warning messages appear when resources are away.

Incident management

Process	Steps
Create an incident	An Incident in CRM is created when a customer calls or raises an issue that needs to be attended to or resolved. The nature of the incident determines what information is required to log an incident. CRM templates in the system can be applied to incidents with subjects that specify what values are to be captured for an incident. Select menu: Publishing Modules > CRM > Incident Management > Work with CRM Incidents. Click Add and select a template to create the incident from. Link the incident to a contact/customer. Enter all the required information for the incident. The incident template would default values either from the template or from the variables assigned. Page down and enter any text or notes as required. Save the incident.
Link the attachment	Attachments can be linked to incidents. Java agent must be running to attach a file, otherwise the system will prompt for Java Connection ID. Select menu: Publishing Modules > CRM > Incident Management > Work with CRM Incidents. Select the incident and click option Attachment. The incident will be marked with an ‘’ when an attachment is linked to the incident. Note*: Any attachments linked to the template can only be downloaded. It cannot be changed or deleted.
View/Work with Incident activities	The incident levels in an incident determine what activities and routes are assigned to an incident (this is setup in CRW035 -Work with Activity Rules). When an incident is created the related activities and routes are automatically assigned to the incident. The assigned routes can be viewed and actioned on as the tasks get completed for each activity. Select menu: Publishing Modules > CRM > Incident Management > Work with CRM Incidents. Select an incident with option 9 = Activity. The activity and the current task are displayed along with the list of completed tasks. From this panel you have the option to take the appropriate action for the current task. Select the appropriate action. The action taken will determine the next task and the status of the incident. Tasks and actions for the routes are set up in CRW035 Work with Activity Routes. See CRM Setup document. As tasks are completed, the current task will be updated to the next task until all the tasks are completed. The incident status will be updated to the status as specified CRW035 Activity Route Maintenance.
Sub-incidents	An incident can have sub-incidents linked to it. These sub-incidents are created using same templates as incidents but does not get an incident number generated for it. It is linked to the main incident it was created against. An incident can have multiple sub-incidents attached to it and be assigned to different resources (internal or external contacts). Subjects for the sub-incidents are the same as the main incident. If the subject is changed in a main incident, the change will be reflected in the sub-incident.
Manage incidents via CRM Dashboard	CRM Dashboard in allows you to manage all your outstanding incidents from a central platform. It provides a high-level summary of the incidents that are not yet completed setting them in various aging buckets from where you can drill down to the incident and the related activities/tasks and take relevant actions. Select menu: Publishing Modules > CRM > Incident Management > CRM Dashboard. This Dashboard view has been configured to appear in alphabetical sequence. This is configured in control file TMSCRM/ISS-VW01. The time periods are setup in TMSCRM/ISS-VW02. This can be changed if a longer or different time frame is required. The last column is listing the Overdue Incidents. The Due Date on the Incident is what determines whether the Open Incident is overdue. From the Dashboard, you can view incidents, activities and associated tasks and action it as required. Select the Department and click the required option. The outstanding incidents for the selected department is listed. From the list of incidents select the incident you want to work with. This will bring up CRW005 Work with incidents. See section below Work with Incidents.
Work with incidents	Work with Incidents has a filter option which allows selection of different incidents based on the filter template. You can use the filter function to view different set of incidents such as Royalty incidents, opportunities, seminar/training incidents or all outstanding incidents etc. When accessed from the CRM Dashboard, the filter defaults to Dashboard. When selected from Work with CRM Incidents, the filter defaults to All Incidents with pre-set filter option. Select menu: Publishing Modules > CRM > Incident Management > Work with CRM Incidents. Use the filter function to change display if required. Select the incident and use option Detail to view the details of the incident. If you are commencing work on the selected incident, update the start date. Select the incident and click option Activity to access the current activity and associated tasks for the selected incident which can be actioned on. List of completed tasks will also be displayed. From this panel you have the option to take the appropriate action for the current task. You can use function Text to add text to the activity. Note: Function F9 is dependent on the current task for the activity as setup in CRW035 Activity Task Maintenance. Example: • Create claim – F9=Create Claim • Check detail order inquiry – F9=DetailOrder inq • Claim pending check – F9=Claim pending • Print quote – F9=PrtQte The function will execute and call the program (and parameters) defined for it on control file TMSCRM/CRO495A. Select the appropriate Task/Action for the route. If you select a route where Action is blank, then the task will be automatically completed by the system.
Work with CRM opportunities	Opportunities can be directly entered into the system through CRM incidents, or it can alternatively be generated from Academic Adoptions. To create a sales opportunity from an incident: Select menu: Publishing Modules > CRM > Incident Management > Work with CRM Incidents. Use Filter function to list sales opportunity incidents. Select the applicable incident and click option Detail. CRW010 Work with Incident panel appears with a function Sls Opp. Click Sls Opp function. CRW080 Sales Opportunity panel appears to enter the opportunity details. Refer to CRW080 documentation on the for additional details. Once an opportunity is created, follow up details, samples, adoption numbers and competitor information can be maintained via Work with Opportunity in CRM.

Internal performance review

Process	Steps
Review incidents on Dashboard	Department managers can review all outstanding incidents for their departments. They must be setup with appropriate User group and with correct access setup (TMSCRM/UA-ACC) for this. See CRM Setup document. Select menu: Publishing Modules > CRM > Incident Management > CRM Dashboard. Summarised view of the outstanding incidents in aging buckets is displayed. Drill down to the select outstanding incident and its activities and tasks to review and take appropriate actions.
Incident movement report	Generate Incident movement report to review incidents for a specific date range. The report is generated in excel format for the selected incident date range. It can be for a select group of incidents and sequenced by incidents levels, owner, assignee, incident number etc. Select menu: Publishing Modules > CRM > Incident Management > CRM Incident Status Report. Enter a descriptive name for the output file. Select the incident date range to be included in the report. Enter the Time duration and flag to consolidate status flag as required. Number the fields to sequence the reports by and click Page down. At least one sequence level is required. Enter/select any of the selection field range to include in the report. Click OK to generate the report. Java agent must be running to generate the excel file.
CRM incident report	CRM incident export allows you to export a select group of incidents using customer specified excel layouts. Select menu: Publishing Modules > CRM > Incident Management > Export CRM Incident. Select the Layout type to be used for the excel report and click OK. The layout type determines the excel column headings, fieldnames, row and column positions on the excel report, data type, text alignment etc. CRO220 Export CRM Issue selection panel appears. Enter the selection criteria to select the required CRM incidents and click OK. Select Yes/No to run the report in batch. Ensure the Java agent is running on your laptop. Click OK to generate the excel. The generated excel would be saved to the server path defined in XAM160 Document Exchange.

External communication

Process	Steps
Debtor letter generation	Debtor letters can be generated for overdue customer balances using CRM letter templates to be sent as an email attachment. The system will determine the applicable customers using the selection criteria selected, along with the following checks: Customers are selected by the classification entered and the account balances for these selected customers are checked for overdue values To determine whether an account is overdue or not, the system validates an account against TMSDS/PEND-ODD If the accounts have overdue values, the system then checks the customer pending exceptions maintenance file and excludes customers those have been listed as exceptions to overdue balance checking The next check is whether a payment has recently been made on the account. If payment has been made the letter stage flag will be cleared. Clearing this letter stage flag means the customer no longer fits the letter stage criteria entered by the user for the run and hence the customer will be excluded. Select menu: Publishing Modules > CRM > CRM Maintenance > CRM Letters > Auto Overdue CRM Letters. Enter the Debtors classification for selection of customers or select all customers Select the appropriate CRM letter template. The templates must reside in the server path defined in XAM160 Data Exchange and control file ******/DE-SVR. To print the payment control report and to email the overdue letter select Y respectively and click OK. The system will create the incident and generate the email letter based on the selected template. If send mail is selected, then the generated letter would be emailed to the contact with the contact type as per the contact type selection setup in control file ****/CM-CTSS. To resend the email, select the incident from Work with Incidents and select option Resend.
Seminar	Seminars projects are created in the Book Production system and integrated with the IP1 CRM system allowing users to view the seminar details. In CRM Work with Seminars (CRW120) program allows you to send/resend emails to resources with the seminar details, confirmation of payment etc. You can also download attendee listing, make inquiries on attendee order and related payments for the seminar. Select menu: Publishing Modules > CRM > Incident Management > Work with CRM Seminars. The existing seminars as listed. You can use function Filter to list specific seminars. Select the seminar and click option Display. All the seminar resources for the selected seminar are listed. Use the following options as required: • Attendee list – to get a list of attendees or export attendee list to an excel file. Java agent must be running for the excel export. • Email – allows you to create an email using existing CRM system template (designed for seminars) and send/resend seminar details to event managers, speakers and attendees. • Inquiry – allows you maintain text for a resource. You can also inquire about order transaction and payment inquiry for an attendee. • Name tags – to print name tags of the attendees.
Direct mail campaigns	Direct Mail Campaigns Select menu: Publishing Modules > CRM > Marketing > Work with DM Campaign. The existing campaigns as listed. You can use function Filter to list specific seminars. Select the campaign and click option Lists to see all the lists for the respective campaign. Select the campaign list with option Email. The existing incidents for the campaign list email are listed. You can use option Resend to send an existing email or Create a new incident and email using pre-defined system template for Direct Mail campaign.

Appendix

Glossary

CRM options are all the options that are made available as Tabs or Options on a panel. CRM option must be assigned to a User group so it’s available to all the users in that group. Refer to CRM Setup document for Assigning CRM options to User groups.

Function groups are a group of CRM options that are available as Tabs or a Selection list from each CRM option. Refer to CRM Setup document for Setup of Function groups.

User Group – Users are assigned to user groups through Contact Attributes. A CRM option assigned to a User group is available to all the users in that User group.

CRM resources – The resources in IP1 CRM are the internal users within your organisation. These users may or may not have an iSeries ID i.e. an employee with an iSeries and a contractor without an iSeries ID.