CRM Scenarios

This topic describes the steps required for different scenarios using the CRM functionality. Some scenarios include using the Microsoft Outlook add-in piece. See the Infor SyteLine Microsoft Office Integration User Guide for more information about the Outlook add-in functionality, including any installation information that may be required as mentioned below.

Scenario #1

A customer calls about your new product line. Return the phone call from the prospective customer.

Create a new contact record on the Sales Contacts form. Be sure to set up the preferences on the preferences tab.
Synchronize with Outlook Contact. For Contacts, Tasks, and Appointments to automatically Sync In or Sync Out, the Auto Sync Out check box must be selected during the initial setup of the Outlook add-In. This is part of the installation for the add-in.
Create a New Prospect record and tie to the Contact.

Make sure you are added to a team on the Sales Teams form.
Create a new prospect on the Prospects form.
On the Prospects form, click the Sales Contacts X-Ref button to open the Prospect Sales Contact Cross References form.
On the Prospect Sales Contact Cross References form, select yourself as the contact. Save. You should now see yourself listed as a contact on the Prospects form.

On the Sales Contact Interactions form, record the content of your phone call. You can also send an e-mail from this form. Change the status on this form to Complete.

Scenario #2

A customer is interested in getting more information about your new product line.

On the Lead Statuses form, either create a new lead status or use an existing one.
On the Leads form, create a new lead tied to both the prospect and contact.
On the Leads form, click the Notes button in the toolbar. Add any relevant notes.
On the Prospect Interactions form, set a follow-up date.
Run the Prospect Interactions Report.

Scenario #3

Customer meeting went well. This has now turned into a Sales Opportunity.

On the Prospect Interactions form, record the meeting interaction.
Create opportunity from lead. On the Leads form, click the Opportunities button. The Opportunities form is displayed.
On the Opportunities form, click the Tasks button. The Opportunity Tasks form is displayed.
Use the Opportunity Tasks form to record steps that have been agreed upon from meeting

Set up Discovery meeting
Set up Internal Review
Set up follow up demonstration
Put together proposal
Close deal

Tie opportunity to estimate for proposal. On the Opportunities form, click the Estimates button. The Estimates form is displayed.
On the Estimates form, click the Estimate Lines button to open the Estimate Lines form so that you can add lines.
On the Estimate Response Form Report form, ensure that Print Price is selected. Print the report.
On the Competitors form, create a new competitor or use and existing one.
On the Opportunity Competitor Cross References form, add a record. Competitor now appears on the Competitors tab on the Opportunities form for that opportunity.
On the Opportunity Member Cross References form, delete or add sales people so that only those sales people working on this opportunity are listed. The sales team members are now visible on the Team Members tab on the Opportunities form for that opportunity.

Scenario #4

Your manager is requesting a forecast of opportunities.

Open the Sales Forecasts form and select the proper sales period and salesperson.
On the Sales Forecasts form, change the status to Submitted.

Scenario #5

The deal has been won.

Record win information.

On the Opportunity Won Reasons form, add a new reason for the win, or plan to use one that exists.
On the Opportunities form, set the Reason Won field to the proper reason for the proper opportunity.

Move the prospect to a live customer.

On the Prospects form, click the Move To Customer button for the proper prospect. The Move Prospect To Customer form is displayed.
On the Move Prospect To Customer form, select the proper bank code and click Process.
Check the Customers form to ensure the customer record has been created.

Scenario #6

Create and manage a campaign.

Create Sales Contact Group. On the Sales Contact Groups form, add your contact to the Trade Show group.
On the Campaigns form, create the campaign.
On the Campaigns form, click the Add Sales Contacts button. The Add Sales Contacts form is displayed.
On the Add Sales Contacts form, select Sales Contact Group in the Source field.
Click the Filter In Place button so that you see Trade Show in the Group Name column.
With the Trade Show group name selected, click Next.
Select the contacts you want to include and click Finish. You can now see the contacts on the Contacts tab of the Campaigns form.
On the Campaigns form, click the Campaign Items button. The Campaign Items form is displayed.
On the Campaign Items form, select all the items for your campaign. The items now appear on the Campaign Items tab of the Campaigns form.
On the Campaigns form, click the Send Communications button. The Communication Wizard is displayed.
On the Communication Wizard form, set the Communication Type to Promotion and the Communication Method to E-mail.

Click Next. Select your sales contacts for the communication.
Click Next. Create your template.
Click Next. Select the topic, the type, provide any notes you want, and select any other options you want.
Click Finish. Communications now appear on the Communications tab on the Campaigns form.

On the Campaigns form, click the Leads button. The Leads form is displayed.
Create the lead and save. The lead now appears on the Leads tab of the Campaigns form.