Customer Relationship Management "Getting Started Guide" - V-SEPT

Customer Relationship Management“Getting Started Guide”By:V-SEPT, Inc.Creation Date:March 2010Last Updated:April 8th 2010Version:3.0

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/2010Contents1. How to Login to My V-SEPT CRM . 12. Dealership Setup . 23. Adding New Users . 34. Working My Daily Leads and Prospects . 55. Daily Routine for Managers – 5 Steps to Success . 76. Daily Routine for Sales People – 5 Steps to Success . 117. Technical Support . 17ii

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/20101. How to Login to My V-SEPT CRMV-SEPT CRM is a Web Based application which allows you to login from any Internet enabled PC, Laptop, PDA,Smart Phone or i-Phone. We support Internet Explorer 6 & 7, Windows Mobile 5 & 6, Firefox and Safari webbrowsers.System Recommendations –PC or Macintosh ComputerWindows XP, XP Professional, Vista, Windows 7 and Mac OSInternet Explorer 8, Firefox or Safari1 Gig RAMHigh Speed Internet Access (DSL or Cable Modem)PDA and Cell Phone -Windows Mobile 5 or 6, i-PhoneLogin URL for PC -http://DealerName.v-sept.comLogin URL for PDA/Phone STANDARD LOGIN:From the initial login screen you will be prompted to enter your User Name and Password. Your user name andpassword will be whatever you were assigned by the manager who setup the user accounts. Generally the username is your first initial and last name in lower case letters. (Example: John Smith jsmith). Your password hasbeen assigned to you by your manager.1

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/20102. Dealership SetupThe First Time you login to the CRM application it is important to go into the Dealership Setup and enter yourdealership information under “Dealership Preferences”. All other settings can remain at defaults until you attendthe “V-SEPT CRM Training” class.Step 1: Login into the CRM ApplicationStep 2: From the Main Dashboard click on “Control Panel” tab located at the top of the dashboard. (See Figure 1)Figure 1: Main Dashboard Control Panel Section – Dealership SetupStep 3: Select “Dealership Preferences” from the listStep 4: Enter the Dealership Contact Information - Address, City, State, Zip, Phone, Time Zone (see Figure 2)Step 5: Click on SAVE then return to Main Sales Dashboard by clicking on the “Dashboard” tab on the upper leftcorner of the page. All other settings should remain the same (Default) until you attend the Advance CRMTraining class or speak to someone in technical support.Figure 2: Dealerships Preferences Page2

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/20103. Adding New UsersFrom the main DASHBOARD, click on the “Control Panel” Tab and then click on “User Manage” (See Figure 3.1)Figure 3.1 – Main CRM DashboardNext, click on ADD USER icon. Under Add User you will enter the user’s name, username and password.Note: the User Name and Password are case sensitive, so be aware if you are using upper or lower case letters.Our suggestion is to use the First Initial and Last Name for User Names (example: John Smith jsmith)(See Figure 3.2)Figure 3.2: Adding a New User Name and PasswordAfter user contact information has been entered you will need to select a ROLE for each user which correspondsto their position as the dealership. The role you select will also determine the level of access to CRM leads andreports. Sales People have limited access, Administrators have medium access and Management has full access.3

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”Sales People -Major Unit SalesP&A/Clothing SalesMajor Unit P&A/Clothing SalesAdministrator -Supervisor/Admin / F&IService Manager / WriterManagement -Sales Manager Major UnitsSales Manager P&A/ClothingGeneral ManagerAll other settings should be left at Default until you attend the V-SEPT CRM Training class.44/12/2010

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/20104. Working My Daily Leads and ProspectsV-SEPT organizes your daily pre-sales follow-ups, after the sale reminders, Internet leads and scheduled activitiesin “My Day”. To view and work your daily “to do list” click on the icon “My Day” located at the upper rightcorner of your screen. (See Figure 4.1)Figure 4.1 : Working your daily leads, after sale reminders, internet leads and scheduled activities in MY DAY sectionPre-sales Follow-ups – Click on the notes icon to view all previous notes entered into the deal. Click on thevehicle name to see the deal information page which also allows you to enter additional notes and schedule yournext follow-up. Click on the prospect name to see all deals associated to the prospects. Click on the e-mail addressto send the prospect an e-mail. Click on QNR icon to quickly log a note and reschedule your next follow-up.After the Sale Reminders – Click on the notes icon to view all previous notes entered into the deal. Click on thevehicle name to see the deal information page which also allows you to enter additional notes or schedule areferral activity. Click on the prospect name to see all deals associated to the prospects. Click on the e-mailaddress to send the prospect an e-mail. Click on QNR icon to quickly log a note and mark the reminder ascomplete.Activities – View current activities schedule by yourself or by other people for you. Click on the activity tochange the status of the activity or add notes.Internet Deals – Click on the Internet deal to claim it and add notes or schedule a follow-upMarketing Material – Click on the marketing material created based on sales and service activity to print or email letters to customers.5

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/2010V-SEPT organizes your manufacture prospect leads and paid prospect leads under the “Prospects” icon located inthe upper right corner of the screen. (See Figure 4.2)Figure 4.2 : Manufacture Prospect Leads and Paid Prospect Leads located in the “Prospects” sectionManufacture Leads –V-SEPT has established relationships with several manufactures to automatically provide you with leads from theOEM. Click on the CLAIM button to assign the lead to you. Follow-up with the lead as you normally would.Leads for Purchase –Powersports TV is one of the leading Powersports Lead Generation companies in the industry. They specialize incapturing leads through web pages, trade shows, videos and multi-media events. You can recognize aPowersports TV lead by the “Provider” listing and the “Buy” button next to the lead.There is no charge for this service to the dealership until you make a decision to use it. All you have to do is loginto V-SEPT and view all the qualified leads right now. A sales person can purchase leads by clicking on the “BUY”button and entering their credit card information or a dealership can make a decision to purchase all qualifiedleads in there are (50 mile radius of dealership). This is a great way to get good qualified leads rather thenspending thousands of dollars on hit-or-miss marketing campaigns.6

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/20105. Daily Routine for Managers – 5 Steps to SuccessEvery day or at least twice a week (depending on volume) the sales manager needs to have a One-on-Onemeeting with each sales person to discuss the follow:1 – Sales Dashboard NumbersThe purpose of reviewing the Open, Closed, Sold and Past Due numbers is to make sure the sales person islogging the minimum number of customers per day and making their follow-up calls. The national average in thePowersports Industry is to log 5 new leads per sales person per day worked.To view the sales dashboard activity for each sales person, simply login as a manager (See Figure 5.1)Figure 5.1: Main Sales Dashboard – Sales Activity for each Sales PersonMake sure the sales person does not have any Past Due Follow-ups or Past Due Activities. During this part of themeeting also make sure the sales person is logging the minimum number of new customers (Open Deals) per day.2 – Daily Traffic Log for Past Days WorkedThe Daily Traffic Log provides a grass roots view of what the sales person has done for past days worked. It willreveal all Phone Up, Internet and Walk-in traffic the sales person logged. It will also reveal all follow-up calls, emails and visits with customers indicating progress in the sales process, last notes entered and next follow-upappointment. (See Figure 5.2)7

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/2010During the One-on-One meeting the purpose of reviewing the traffic log is to look at yesterdays or week-to-datestraffic logged by the sales person. You are looking for minimum number of deals, accuracy of logging, progress insales deals and next contact dates. By reviewing deals entered in past days worked you can add valuable in-site tothe sales person on how to progress deals being worked.Figure 5.2: Daily Traffic LogThe Traffic Log allows you to select a Start Date and Ending Date along with a specific sales person, so you cannarrow the traffic log down to specific information required for the One-on-One meeting.3 – Sales Activity CalendarThe sales activity calendar allows you to view a specific sales person “Activity Calendar” for the week andmonth. The purpose of reviewing the activity calendar in the One-on-One meeting is to see if the sales person hasenough follow-ups scheduled to make their monthly sales goal. An Example would be a sales person has a 20unit goal for the month of September and the activity calendar only show 12 follow-ups scheduled for the month.This is not nearly enough prospects to reach the monthly sales goal.Another reason to view the sales activity calendar for each sales person in the One-on-One meeting is to reviewcalls and appointments for today and tomorrow. You can provide valuable coaching to the sales person to getthem mentally prepared for the calls and meetings coming up.The Sales Activity Calendar can by found in the Dropdown Menu located on the sales dashboard. Once thecalendar comes up you can choose which sales person you want to view and also select a Week or Month view.(See Figure 5.3)8

V-SEPT Customer Relationship Management (CRM) “Getting Started Guide”4/12/2010Figure 5.3: Sales Activity CalendarNote: click on the scheduled activity to view all notes and deal information and user the Internet Explorer“BACK” button to move back and forth from the calendar to deal information.4 – Printing automatically generated LettersPart of the managers or administrators daily routine or weekly routine (depending on volume) is to print theautomatically generated letters in the Marketing tool. V-SEPT will automatically generate Thank you forConsidering Us Letters, Thank you for your Purchase Letters, Birthday Letters, Service Reminder Letters andCompleted Service Letters. You also have the ability to generate your own letters based on sales and serviceactivity.To print or e-mail your letters simply click on the Marketing Tools tab. The system will show you how manyletters are ready to be printed in each category. (See Figure 5.4)Once you click on a letter you want to print the system will give you an option to e-Mail the letters or downloadthe letters, envelopes and labels. You can also “Purge” the letters if you don’t want to send them out. (See Figure5.5)After you click on the download letters button it will use Adobe Reader on your computer to view the PDF letterfiles you just downloaded. You have the ability to print these letters to any printer.For more information on using the CRM Letter Generation, Target Marketing and Mass Marketing Tools pleaseattend one of the Advanced CRM Training classes.9