1. Audio Dial In: 416-340-2216 or 866-898-9626 CRM to RM Visual CRM to MS-CRM 2007 Visual User Group Nov 21 st 2007

2. Agenda  Visual Contact Center  MSCRM Mfg Image Marketing and Sales Module  Visual Connector  Comparison

3. Agenda – Contact Center  Track every communication and transaction with your customers and prospects  Find contact or account information quickly  Create and maintain accounts in CRM and convert them to VISUAL customers  Review back office data such as Sales Orders, Parts, Return Material Authorizations, Purchase Orders  Send e-mails, letters, and documents directly from CRM

4. CRM Contact Center Items  Accounts - businesses with whom you have or would like to have an association  Contacts - people on whom you want to maintain data  Tasks - activities you want to assign and schedule and track  History - information you want to refer to at a later date  Mail: Microsoft Outlook mail folders on the workstation running CRM

5. CRM Contact Center Items  Admin – software setup and maintenance items – normally hidden for users  Back Office:  Views of Visual Manufacturing information are indicated by blue triangles  Shortcuts to Visual Manufacturing modules are indicated with green arrows and use a Visual license when followed

6. CRM Contact Center General Codes  Account Type  History Type  Task Category

7. Find contact or account information quickly  From Accounts or Contacts grid view click a column  Click the Binoculars or Ctrl+F  Enter what to find or part of what to find  Close to select the highlighted item  Enter Key to scroll through matching items

8. Find contact or account information quickly  Use Speed Search Bar  Enter what to find or part of what to find  Multi-field searches  Filter on Selection creates the search for you  Click the value  Click Filter on Selection  Repeat  Quick Filter on right click menu

9. Create and maintain Accounts in CRM and convert them to VISUAL customers  Update the new Account and Contact in Grid view or open them in detail view

10. Create and maintain Accounts in CRM and convert them to VISUAL customers  Convert Account to Customer in Visual before you can enter an order in Visual  May prompt for customer ID (Admin  Defaults  System)

11. Review back office data such as Sales Orders, Parts, Return Material Authorizations, Purchase Orders  Right click the grid  Columns  Customize  Double click a row for part details

12. Review back office data such as Sales Orders, Parts, Return Material Authorizations, Purchase Orders  Advanced Filter to create a compound search condition  View Manager to save the search  Appears on the View drop down list

13. Review back office data such as Sales Orders, Parts, Return Material Authorizations, Purchase Orders  Views can be assigned to the user  Views can be copied and assigned to other users  Default view can be set by user  Views are like reports – select the view then print the results  View menu is context sensitive – only shows views for the grid that is loaded  Advanced sort is like advanced filter except does not persist

14. Send e-mails, letters, and documents directly from CRM  Right click the grid and choose “Send email”  Address will be bold to show that the contact is in CRM Add contacts from Outlook Address book Add contacts from CRM

15. Send e-mails, letters, and documents directly from CRM  Right click the grid and choose “Send email”  Address will be bold to show that the contact is in CRM History item created in CRM (should be default) History visible to user who created item and SYSADM only Attach items and copy of attachment will be saved in default folder

16. Send e-mails, letters, and documents directly from CRM  Send printed document references the catalogue in the Marketing module  Mail merge document uses Microsoft Office Word – use task for history 1.Merge Document Setup Wizard  You must be able to use Word to create merge fields and place them on a merge document 2.Merge Document Wizard  Select the document  Select the records – use the filters and views learned earlier to create the list of records then choose “All Records”  Address Labels:

17. Assign, schedule, and track activities and associate them with contacts and accounts  Quick Task  One-to-one relationship with contact

18. Assign, schedule, and track activities and associate them with contacts and accounts 1.New task – one-to-one or many-to-one relationship 2.Copy and assign to users as necessary 3.Attach contacts to… (Task created above)

19. Customize CRM fields to suit your business requirements  User Defined Fields – five types  Set a length  Make the field available in the grid  Restrict contents to a list of values

20. Customize CRM fields to suit your business requirements  Detail and Grid Views

21. Modify the user interface for maximum ease of use and rapid data entry  Customize columns  Drag columns and set widths  Save grids  Custom grid layouts are saved in C:\Program Files\Infor Global Solutions\Visual CRM\Layout\[dbname] in two files *.fld and *.grd  Distribute standard grids  Save multiple grids and switch between them

22. Modify the user interface for maximum ease of use and rapid data entry  Navigation Bar is customizable – on Admin menu  Add items to Navigation Bar and to Actions menu

23. Create and install custom reports  Standard and Custom Reports are created in Crystal Reports  Reports appear on main menu

24. Import accounts and contacts  Import Accounts, Addresses, Contacts, Tasks, and Opportunities from CSV or other delimited text files  Save Field Map for reuse  Create CSV from Excel

25. Import accounts and contacts 1.Set the delimiter 2.Open the text file 3.Set the data type to be imported – CRM will automatically create child items 4.Assign CRM field to the text field 5.Save the field map if desired 6.Click Import – results are displayed

26. Agenda – MS-CRM Marketing Module  Create a catalogue of documents  Document tasks and document history  Initiate a Marketing Event  Create and maintain event attendee list

27. MARKETING CATALOGUE

28. Catalogue Setup

29. Send Printed Document

30. Agenda – MS-CRM Marketing Module  Sales plans and activities  Establish quotas and then produce pipeline charts  Create and maintain opportunities, import opportunities  Forecast and pipeline reporting

31. Sales plans and activities  Sales plans define the process from identification of opportunity through winning the order  Tasks are created for the sales rep automatically as each activity is completed

32. Establish quotas and then produce pipeline charts  Quotas by Company, Sales Rep, Territory, Business Unit, Division, Branch  Each stage has its own quota

33. Establish quotas and then produce pipeline charts  Pipeline reporting shows Actual to Quota by Company, Sales Rep, Territory, Business Unit, Division, Branch

34. Create and maintain opportunities  Create opportunities and assign Sales Plan  Activities are established and the first task is created

35. Forecast and pipeline reporting  Pipeline is the result of Quotas, Opportunities, and Sales Plans  As activities in the Sales Plans are completed the Opportunity advances through the pipeline

36. Quoting from CRM  Quotes are entered against accounts – does not need to be a customer in Visual for quoting  More tracking capabilities than Visual Estimating Window  Can be converted to Estimate for costing

37. MSCRM Connector  Synchronizes Accounts  Synchronizes Contacts  Synchronizes Orders  Synchronizes Invoices

38. MSCRM Connector

39. MSCRM Comparison to Visual

40. THANK YOU FOR ATTENDING