This page covers all the basic's, it is a great place to begin and it will help you and your users get familiar with the system.
Click here for a step-by-step guide
There are also a number of Quick Start Videos on a range of subjects, click here to see them.
General Information
Item | Description |
Logging On | Both the Username and Password are case-sensitive. The Password must be at least 8 characters and contain uppercase, lowercase and number characters. Passwords cannot be reused within 5 changes. |
Logging Off | At the end of a session Users must Log Off by either the Menu option File > Logout, or by clicking on the 'Power' button in the top right corner. If the session is not Logged Out correctly the User signed on time will be incorrect leading to discrepancies in other Reports. Alternatively an Admin user can use this option to log the User off within Menu > Setup > Users > User Profiles. |
Menu System | Click the arrow button to the left hand side to open the Menu |
Items to Set Up |
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Item | Description |
Owners are a way of managing Data and Call Lists. Usually each person is an Owner, there will also be others such as New Data, Unallocated Data, Bad Data, and possibly Appointments as a place to move Accounts to when an Appointment is booked so it is no longer in the call list. See the User Profile configuration on how to match Owners with Users. Click on the heading for more information. | |
The Status of each Account controls its calling Status, for example: Not called, Call back, Not interested, Appointment. The Status can: •Have up to 20 sub-statuses, for example a Status of Appointment might have sub-statuses of Unconfirmed and Confirmed •Change the Owner automatically •Set the Callback date automatically (add x days and/or minutes to the current date/time) •Be used to prevent Appointments being booked too close together using the 'interval' option. Click on the heading for more information. | |
The Response is the Call/Event/Activity outcome, for example: No answer, Voicemail, Decision Maker Not Available, Literature Requested, Appointment. Usually the Response will either be set automatically by a Script or it will be selected by the User in the Wrapup screen. Since the Response can set the Status automatically the User usually only needs to see and select the Response. The Response can: •Change the Customer Status automatically (which can then change the Owner) •Set the callback date automatically (add x days and/or minutes) to the current date/time •Send an email automatically (Setup the Document template in the Menu option Setup > Documents) •Send an internal message to another User of the system •Set a Field to a value •Copy or move the Account to another Database Area •Control the reading/writing interface with Google Calendar or Outlook Add on Click on the heading for more information. | |
The names of external People for whom Appointments are being set (as opposed to internal callers who are set up as Owners so they can have Data allocated to them). The Sales Person name can be used to enable multiple "Diary" calendars for Appointment scheduling. Click on the heading for more information. | |
Only the main Fields are standard in the system, for example Name, Address, Telephone etc. User defined Fields (Additional Fields) must be configured for all other Fields, for example Number of Employees, SIC code, etc. Additional Fields can be String, Text, Numeric or Date Fields, they can be put on the Additional Tabs, on Panels, or on the Wrapup. Additional Fields can be shown as a standard Field, Drop Down List, Check Boxes or Date Field. Additional Fields can only be placed on the screen once, you cannot add the same Field on multiple Panels/Tabs. Click on the heading for more information. | |
Additional Tabs can be found and added by clicking ‘Edit This View’ at the bottom of the Account View and then clicking ‘Create Panel’ at the top of the screen and selecting ‘Additional Page Tabs’ from the drop down. Click on the heading for more information. | |
The Wrapup Panel is usually how the Caller sets the Call Outcome, types notes about the Call, sets the Callback date and accesses the Appointment Diary. The Wrapup can contain: •A drop down for Responses - this is only shown if any Responses are setup •A drop down for Customer Status - configured in Database Area Setup •A drop down for Owner - configured in Database Area Setup •Additional Fields - configured at the Menu option Setup > Field Headings > History Additional Fields Click on the heading for more information. | |
Documents are email templates that can be used in marketing and/or transactional emails. Your system can merge any Data Field into Document templates which may be either html email or Rich Text Format (.rtf) Documents. Rich Text Documents must be created using a Windows Word Processor. Emails can be uploaded or edited using the built-in editor. Click on the heading for more information. | |
As well as changing the contents of the Panels and Additional Page Tabs, it is also possible to change the layout of the Account Details screen as a whole. Click on the heading for more information. | |
Configuring |
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Item | Description |
The email SMTP server must be set up in the Database Area. The "from" email address can be setup in the User Profile or the Database Area settings. To create Document templates go to Menu > Setup > Documents. To send a transactional email you will need to select Account Documents, for marketing emails or emails sent in bulk you will need to select Email Campaign Documents. | |
Callbacks can be managed manually or automatically. The manual method is done by using the Today's calls and Old calls options in the Filter section of the Account List. In the Database Area Setup set the Priority Statuses to the Status that will be Callbacks; when this is done Callbacks will be presented to the Caller automatically at the right time (note: they are not shown in call back order on the Account List). | |
The default Field for the Appointment date is the Nextdate date Field; since the appointment itself is often the end of the process this is the simplest method because there is no further setup. Another option is to use a User defined Field (Additional Field) for the Appointment date, this means further Callbacks can be planned on the Account without affecting the Appointment. Configure a User Defined Field (Additional Fields), select that Field in the Database Area setup, then add the Field to the Wrapup fields. Appointment times can be preset at the Menu option Setup > More > Appointment-times | |
Your system supports different Dialing Methods, click on the heading for more information. | |
Loading data |
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Item | Description |
Clearing Demo Data | Your new FIVE CRM instance comes with 3 Database Areas, 001 is empty ready for you to Import data, 002 and 003 have Demo Data. To switch Database Areas, go to the Menu option File > Change Area. To clear the Demo Data in the Account List click the Assign button. In the first drop down, 'choose Accounts to modify', you will need to select 'All Accounts in Current filter' (this will still be the option you select if you haven't filtered or searched by specific accounts), in the second drop down, 'Action to perform', you will need to select 'Delete Accounts' and finally in the last drop down, 'Action details', you will need to select 'Accounts and Contacts'. Next click Apply and you will have two options for deleting Accounts/Data. For this example you can select 'Standard Removal', but you also have 'Data Privacy' as an option.This step is not necessary if you are creating a new Database Area for your Data. |
Use the Menu option Setup > Database Areas. Click the New Area button. Select an Area number, enter a Name, select an Area to copy settings from if needed and click the Create button. When complete, go to Menu > File > Change Area to switch to the new Database Area. | |
Check you are in the right Area (shown at the very bottom of the screen in the colour banner). Go to the Menu option, File > Import. Data must be in .CSV format. Large files can be zipped before uploading (Your system will unzip automatically). The Data file can contain any Data, any column headings in any order, and it can contain Fields that will not be imported (i.e. will be ignored in the Import process). When Importing Data you should always allocate an Owner and a Status. The system will create Account numbers automatically if they are not being Imported. | |
Assigning data | You can use the assign tool to make changes to your data in bulk, such as, to allocate Data to Callers/Users. First ensure you have Owners setup, then go to the Account List, select the Data to be assigned by using the Filter options. You will need to click the Assign option on the Menu bar and a set of drop downs will appear at the top of the page. In the first drop down, 'choose Accounts to modify', you'll need to select 'All Accounts in Current filter', in the second drop down, 'Action to perform', you will need to select 'Assign to Owner' and finally in the last drop down, 'Action details', you will need to select the Owner you what to assign the data too. Once you are happy you will need to click apply. |
Go to the Menu option Setup > Users > User Profiles. Click the New User button or alternatively if there is a User already setup you can duplicate that User by going into their Profile and clicking the Duplicate button. |