CRM Overview – SUPERSEDED

Superseded

This article has been superseded and replaced by this newer article: CRM Workspace Overview.

Overview

This document includes details on the CIMCloud CRM-style tools, built to improve your employee’s productivity and visibility of customer interactions. It also covers some CRM features in our roadmap for future development.

Base CIMCloud CRM Offering | CRM-Lite – Included in Small Business Edition

  • Sales/employee dashboard – includes up to five (5) named employee (Super User) logins to access the following features:
    • Note: Additional employee (Super User) logins are available for per-user per-month pricing
    • Rights Administration for Employee Logins 
      • Ability to assign Groups to employee logins
        • Example Groups: Customer Service Rep, Sales Rep, Manager, etc.
      • Ability to assign Rights to Groups or directly to employee logins
        • Example Rights: Allow account edits, allow address adds, etc.
      • Platform that allows for custom Rights to be programmed 
        • Addition services labor is required for custom Rights
        • Once custom Rights are created, they can be freely assigned to Groups and employee logins
  • Account and contact management
    • Account management and search – with links to detail (portal) 
    • Contact management & search – with links to edit and login
    • Customer login simulator – allows employees to login to the B2B Portal (Package 1, 2, or 3) or retail store (Package 4) and behave like the customer
  • Aggregate views of customer interactions
    • Stats dashboard for orders or invoice totals (aggregate)
    • ERP transaction history / aggregate views – orders, shipments, invoices, payments, credits
      • Includes visibility into transaction data synced from the ERP system
        • Includes: orders, invoices, shipments, payments, credits, etc.
      • Aggregate tracking pages with search, sort, and drill in
      • Account-centric views with search, sort, and drill in
    • Online activity tracking / aggregate views – session logins, keyword searches, product views, abandoned carts, etc.
      • Includes visibility into key actions your customers take on your CIMcloud ecommerce platform, including:
        • User logins (who logged in, when)
        • Keyword search (what terms did they search for, when)
        • Created, saved, abandoned shopping carts
        • Product pages visited
        • Out of stock inventory watches enrolled in
      • Aggregate tracking pages with search, sort, and drill in
      • Account-centric views with search, sort, and drill in
  • Customer account views of customer interactions
    • Account detail / portal
    • Stats dashboard for orders or invoice totals (aggregate)
    • ERP transaction history / customer account view – orders, shipments, invoices, payments, credits
    • Online activity tracking / customer account views – session logins, keyword searches, product views, abandoned carts, etc.
  • Ability to add, edit, view, and disable unlimited logins/contacts per account (ERP customer) via:
    • CSV file upload (in batch) through the Web Driver CMS (by administrators)
    • Manually through the add/edit user / contact page in the employee dashboard (CRM-lite)
  • Ability to reset contact/user passwords
  • Order confirmation email BCC to sales rep assigned to account (rep code on account matches rep code on rep login)
  • Quick Adds on Account
    • Contact
    • Address
  • Quick Adds in Workspace Nav
    • Account
    • Contact
    • Address
  • Saved Carts (a lite version of Quotes)
    • Ability to Nickname the Saved Cart
    • Worker Abilities
      • Impersonate a Customer and Save a Cart / Nickname it
      • See the Customer’s Saved Carts in the CRM Workspace
        • But change the name from Quotes to Saved Carts
        • Hide the columns related to lifecycle stages

 

CIMCloud CRM Advanced Upgrades | CRM-Standard – Optional Add-on Bundle

  • Adds 10 Super User logins for enterprise SL1000+ (Total of 15)
  • Central, Enterprise Interaction Search
    • Logging of all interaction into a central search
    • Includes:
      • ERP Transactions
      • Employee Activities
      • Online Activities (organized by login session)
  • Employee notes and activity tracking
    • Ability to track employee activities including:
      • Personal communications (emails, calls, chat sessions, meetings, etc.)
      • Bulk communications (emails, offline direct mail, etc.)
    • Ability to add internal (for employee view only) and external (can be shared with customer) comments on activities
    • Ability to add attachments to activities
    • Ability to create notes and activities by entering them into the online interface
    • Ability to create activities by forwarding to, CCing, or BCCing your cimnotes.com email address (notes are scraped and programmatically entered into the system)
  • Email parsing to add activities
  • Quick Adds on Account
    • Contact
    • Address
    • Quote/Order
    • Payment
    • Return (if purchased separately)
    • Ticket (if purchased separately)
  • Quick Adds in Workspace Nav
    • Account
    • Contact
    • Address 
    • Quote/Order
    • Payment
    • Return (if purchased)
    • Ticket (if purchased)
  • Quotes (w/ Conversation Logs)
    • This is includes “Saved Carts” + more capabilities
    • Central log / database of all quotes 
      • Quotes are saved shopping carts / orders that have not been placed yet
    • Quotes can be started by the customer or employee
      • Customers create a quote by adding items to the shopping cart and saving it as a quote
      • Employees create a quote by selecting the customer, then configuring the quote info
    • Quotes can be viewed, edited, and placed by the customer or employee
    • The employee and customer can add notes to the quote 
      • Employees can add internal and external notes
      • Notes can trigger emails / workflow (to send the quote back and forth)
      • This becomes the “conversation log” on the quote
    • Notes on quotes are tracked to the exact same spot as all other employee activities / notes
    • Quotes and their notes are automatically moved to the central interaction log / search
    • The employee has advanced controls (that the customer does not have) like
      • Ability to edit pricing (on products, shipping, etc.)
      • Ability to add non-catalog products (i.e. replacement parts)
      • Ability to lock the quote or lines on the quote
    • Ability to Nickname
    • Worker Abilities
      • Impersonate a Customer and Nickname quote
      • See the Customer’s Quotes in the CRM Workspace
        • See and filter by stages / who it is waiting for
      • Quick Add Quotes / Orders  (buttons, nav links, etc)
      • Edit Product Prices on Payment Page
      • Edit Shipping Prices on Payment Page
      • Edit Qty Controls on Payment Page
    • Quote Workflow Confirmation Emails

Additional CIMcloud CRM Optional Add-ons


Tasks A – Customer Task Tracking / Ticketing (Reactive Tasks)

Goals

  • Inventory all customer requests into one spot so nothing gets lost, ignored, or forgotten
  • Classify requests so tasks can be holistically looked at and analyzed
    • data-driven decisions can be made on initiatives to reduce the tasks load while maintaining the benefit of the business

 

  • Central log / database of all open and historical tasks
  • Ability to search, manage, add, and edit tasks
  • Employees can add tasks in the system
  • Customers can add tasks in the system (they just request help)
  • Employees or customers can add tasks via email (will parse and add them)
  • Tasks can be assigned to a person / employee
  • Tasks have stages / status (to track what is open vs. complete)
  • Historical tasks (closed) can be seen / viewed
  • Notes can be added to tasks (i.e. conversation logs between reps and customers + internal notes that only reps can see)
  • Tasks can be general or tied to specific data entities / transactions (i.e. quotes, orders, invoices, payments, etc.).  
    • This gives additional context to the tasks using data WSP already in the platform

Was this article helpful?

Related Articles