Customer Relationship Management

A How To Guide for new CRM administrators

How to set up your CRM for first time use as your Company CRM Administrator

CRM Admin Role

The Trivaeo CRM platform will pretty much work as it stands as soon as you have signed up and begun using it.  It will, however, function a lot more untuitively over time if you take a few moments to work your way through setting it up so that it better represents your company.  As the first user for any company you are immediately assigned the role of 'Super Admin'. This means you get the wonderful task of preparing the technology to welcome and subsequently support your users (employees & colleagues) as you invite them to join you on the platform.

Features

  • Administration is super easy
  • There are no complex tasks to complete
  • There are no integrations to authenticate or install
  • All admin functions are in the same place
  • Admins define a lot of how the system will work
  • Admins define roles and permissions
  • Align the CRM to your companies needs

Benefits

  • No technical experience required
  • You can create as many other admins as you need
  • Admin role is consistent in all areas
  • You are in commercial charge of the application
  • Choices are yes/no or on/off in many cases
  • Prepare the way for your colleagues to join you
  • It's fast so you can get on with extracting value
Our CRM solution is super easy to set up.  Most of the setup are just simple choices and basic data input so that the system better represents your business.  The detailed admin how-to presented here covers all possible administrative choices. Most aren't mandatory in any form.  Practiced users can be up and running in minutes. If this is your first experience of our technology use this page as a handy step-by-step guide.  You can come back to the admin function at any time; it's always only 1 mouse-click away.
CRM Admin - Introduction

What does the Company CRM Administrator do?

The CRM Administrators role

When a user signs up for a new CRM instance from Trivaeo that user is claiming the company name that was entered on the subscription form.  In real terms, the Trivaeo technology creates an entire business applications suite capabilty for that named company; most companies start with CRM so that is the leaning of this page but it really doesn't matter to Trivaeo whether you started with CRM, Projects, Assets, Human Resources; whatever, we don't care!  As its first user you are assigned the 'Super Admin' role.  It sounds glamorous doesn't it?  Well, no, it's not that glam!  You can make the role as complex or as simple as you like.  In its simplest form you setup the CRM system doing basic things like uploading your company logo, setting the working year, setting up the default calendar so the CRM knows when your company is active in business-hours during each week.  You have a direct front line role to setup the permissions and roles of other users you will be keen to invite to join you using your companies new CRM instance.  If you scroll through this page don't be overwhelmed.  Most administrators just acknowledge the steps recommended and flatly ignore them.  They are ALL listed here for convenience; not because you have to do it.
The CRM Administrators Role
  • Global Settings
    Here you set the main features of the solution and configure settings that apply system wide
  • Process & Collaboration
    This is where you can do cool things to automate your business workflows and activities
  • CRM Admin
    Setup and configure functions associated with the Customer Relationship Management platform
  • Main Settings
    Gross features like 'Dictionary's', email notifications, permission groups, calendars, financial years, targets and so on
Hassle Free
  • User Management
    Change your company details, add users and manage the applications they can access, buy and upgrade your licenses
  • Accountancy
    Someone has to counts the beans, right?  Manage how the CRM handles TAXES in your jurisdiction
  • Integrations
    Want to link your CRM instance company wide to Xero? Do it here, all you do is login and the whole thing is done!  Oh, Mailchimp is the same too
  • Products & Services
    Hey, before you can sell anything to your customers you need something to sell.  This is where you manage your products and services to your users can sell them
By now you know that CRM represents only 11 of the 79 applications in the Suite.  Any other applications you add over time fall immediately into the identical administration framework.  You don't have to do anything; its all automated and integrated for you.  All you do most of the time is define how you want those applications to look and feel for your users.  Learn this once and the rest is child-like easy to do.
CRM Admin - Areas of focus

It doesn't really matter how or when you Admin

When to do this?

Do this when you like

Many users get used to using the system in conjuction with the Admin features, others want to Admin completely then begin playing. It's totally up to you!

How to do this?

Do it in whatever order you like

The system works right after you first register. So, nothing prevents you from working your way through the configuration how you want to. There are no prerequisites.

IT Whizzkid?

You don't need help to do this

Some CRM systems require dedicated support staff that cost tens of thousands to implement. This doesn't! No, you don't need IT skills or a technical background. Do it yourself, be free!

Integrations

We PROMISE - all integrations you ever see in our platform merely require you to LOGIN ONCE. That's it. No authentication tokens, no API's, no convoluted downloads with an installation.  For you as Admin and all your users all you have to do to use our supported 3rd party integrations is to log into them ONCE. If any config is required after login then it's a siimple YES or NO answer.
  • Google
    Contacts & Calendar
    Automate the sync between your CRM and Google
  • Office 365
    Contacts & Calendar
    Automate the sync between your CRM and Microsoft Office 365
  • Xero
    We master or they master
    Out the box integration in either direction with the worlds premier cloud accounting solution
  • Mailchimp
    The undisputed eMail Marketing Engine
    Automated sync of contact groups to Mailchimp lists. Do your campaigns from Trivaeo or from Mailchimp. We don't care - it's up to you!
  • Dropbox
    Export Easily
    Would you like to make documents available for 3rd parties from Dropbox? Cool, export directly from our CRM Documents straight into your Dropbox and go
The toughest this gets is when you integrate your CRM with Mailchimp?  Why, because its asks you which LIST on Mailchimp you'd like to syncronise with your CRM? With Xero it asks you after login if you want XERO to be the master, or your CRM to be the master; or in other words, in what direction to you want the payments information to flow? We really have tried to keep this as simple as possible for you.

The Trivaeo CRM Admin layer at a glance

Quick Navigation

Get to what you need, fast

The quick nav allows you to quickly navigate through all applications and sub-applications easily and quickly, including the 3 typical admin areas you see when having signed up for the CRM application.  Once you've mastered admin on an area you've mastered them all. They are all laid out identically.

Main Settings

Stuff which applies everywhere
In the main settings area you set up the things which apply system wide and are beyond any individual application your company may have enabled

User Management

Manage your Company and its users

Set up your Company, things like its logo, office locations & addresses and bank accounts. Manage the allocation of purchased licenses to your users, add users and choose your default user interface settings

Integration

Connections to other key 3rd party apps

Defining your connection to other key 3rd party apps is as easy as clicking on each one and logging in. Once, just once.

Products & Services

Define your products and services portfolio here

You can import or define your products and services here so that they become available to your users as they begin dealing with leads and turning them into opportunities.

Accountancy

Set up your Tax rates

The system is able to handle a variety of Tax instruments like VAT, sales taxes, government taxes etc. Define them here.  You can also access charts of your main accounts and holdings, including assets, liabilities, equity, expenses and revenue too.

  • Quick Navigation

    Get to what you need, fast

    The quick nav allows you to quickly navigate through all applications and sub-applications easily and quickly, including the 3 typical admin areas you see when having signed up for the CRM application.  Once you've mastered admin on an area you've mastered them all. They are all laid out identically.

  • Main Settings

    Stuff which applies everywhere
    In the main settings area you set up the things which apply system wide and are beyond any individual application your company may have enabled
  • User Management

    Manage your Company and its users

    Set up your Company, things like its logo, office locations & addresses and bank accounts. Manage the allocation of purchased licenses to your users, add users and choose your default user interface settings

  • Integration

    Connections to other key 3rd party apps

    Defining your connection to other key 3rd party apps is as easy as clicking on each one and logging in. Once, just once.

  • Products & Services

    Define your products and services portfolio here

    You can import or define your products and services here so that they become available to your users as they begin dealing with leads and turning them into opportunities.

  • Accountancy

    Set up your Tax rates

    The system is able to handle a variety of Tax instruments like VAT, sales taxes, government taxes etc. Define them here.  You can also access charts of your main accounts and holdings, including assets, liabilities, equity, expenses and revenue too.

Hints and Tips

 

Hover your mouse over the black dots for access to a quick description or video about each application element.

All applications, of which there are currently 79 in the suite, look and behave identically to the CRM application (which is 11 of the 79), so you and your team only ever learn how to navigate and use the applications once. It's so easy we don't even ship a manual!

A Step by Step How-To

If you prefer following along with a written guide on how to setup and configure your new CRM solution then you can do so here.  You could also use this as a handy reference in case you have forgotten where something is administered or changed.  All activities in this section are found under the Administration Section of the solution once logged in and assume your are the Super Admin of your companies CRM instance.

Very few if any of these areas are mandatory, but the more you tune the CRM solution to your company the easier it will be to use. This is especially true of your new users who may feel much more acquainted with the solution if it uses terms and phrases which are common-place across their role or function.

Main Settings

  • Global Settings
    Main Settings - Dictionary
    This is the master default dictionary across multiple areas of the solution.  Dictionaries are simply lists of words that your users can pick from when completing forms throughout the solution. Use the dropdown list to select each dictionary area, then use the pencil to edit the list of words for that application area.  Our solutions always 'ship' with some basic examples in each case. Adapt to your needs.
  • Global Settings
    Main Settings - Email Notification Settings
    The CRM solution relies heavily on email notifications to alert you and your staff of actions and items requiring their attention.  Use this function to change the email address that the notifications appear to come from.  Something like This email address is being protected from spambots. You need JavaScript enabled to view it. is a good start so your users don't attempt to reply to a notification only email address.  You can also pick the preferred layout of the email template. Don't worry, you can change it to use your own Company logo. You change the logo in User Management, My Company (more on that below). For now, just pick your preferred template style and apply it
  • Global Settings
    Main Settings - Permission Groups
    Permission Groups allow you to create your own user permissions templates that define what users can see, what they can edit and what they can delete and so on.  You could have a permission group for each user, or you can have permission groups which are common to roles in your company. The 'default for role' option sets which permission group is the one used by the system if you add a user, specifically with a quick add function.  You can have 2 basic forms of users, actual users or self-service users.  A self-service user is a user which has been granted access to your solution by you and may not be an employee.  They could be clients, customers, suppliers or whatever you need.  You'll see how powerful this can be later on when you think about team-rooms, collaboration and so on.  You will want to give some thought to the permissions you want your users to have before you add them to the system!
  • Global Settings
    Main Settings - Custom Tab Builder
    You probably won't want to play with this when you first start out and its not critical until you start tweaking the solution to your companies needs.  In short, this allows you to build custom elements of text, links, calendars/dates, drop-downs, radio-buttons and check-boxes so that you can customise the solution absolutely for you company.  We recommend you look at this only after you have got the basic system up and running and wait until your users start asking you things like "It would be really cool if we could add a field here so we can record the serial number"..... and so on.  When you start hearing this type of feedback from your peers you might want to explore what the Custom Tab Builder will allow you to do.  A TAB is a window pane, a field is an element of a Tab.  So use TABS and Fields to effectively define your own applications!  With the CRM application you can customise companies, contacts, opportunities, leads, assets, products, contracts, jobs, quotes, proposals, orders and roles.  That will keep you busy for a while!  But, get used to the basic functionality first, then extend to your needs as your users get comfortable.
  • Global Settings
    Main Settings - Working Calendar
    This allows you to set a default working calendar for your company.  You can define the days of the week and times that your company and its resources are available for business.  This way, when tasks or jobs are allocated they are constrained to allowed dates and times.  You can even create exceptions to the basic rules so during certain periods additional working hours are allowed.
  • Global Settings
    Main Settings - Company Financial Year and Target
    This forms the basis of reporting and dashboards in CRM so you can focus your employees and colleagues on hitting their sales quotas and targets in each of your financial years.  If you ever find your CRM dashboard showing no data on the forecasts its probably because you haven't set a financial target or year!
  • Global Settings
    Main Settings - Reports Template Manager
    Many applications across Trivaeo produce reports. CRM is naturally included.  Use this area to Top and Tail your reports so that your Company data shows up nicely on your reports automatically.  Don't forget to upload your company logo here!  It makes your reports 'bling' with your identity.

Accountancy

  • Global Settings
    Accountancy - Chart of Accounts

    This is a specialist feature that only a handful of company types may need to use. it provides a working ledger of all financial matters relating to Assets, Liabilities, Equity, Expenses and Revenue across the entire platform; or indeed, all of them at once.  Some accountants love to have a complete top-down view.  Think of this as a specialist 'Report'. Because it is so specialist we've limited it to being viewed by Administrators only. It is not for general company wide consumption.

  • Global Settings
    Accountancy - Tax Rates

    This is where you set up the prevailing local tax rates that your company should levy on products and services that you sell.  Because they are so dynamic and change on a country or even state by state basis we provide you with the option of adding as many as you need to here.  Some regions even have local state wide taxes on sales as well as general taxation.  The feds always need their cut, right?  if you use XERO then you can sync your Tax rates here too. If you do them locally to the CRM platform then set the Rate Name, eg VAT, then the percentage rate and whether or not it is the default tax rate for orders, invoices etc.  Set it and forget it.

Integration

Office 365 and Google sync is done at a user level for contacts and calendars. You don't have to touch that as a Super Admin!  Your users do it themselves in their SYNC manager which is available to them in their 'My World' application.
  • Global Settings
    Integration - External Links

    99% of companies using our business applications suite won't need this element. If you are a software vendor and you maintain a bugtracker for your software creation then you can set the external link to it here.  Trivaeo for example uses REDMINE to track our bugs and features, so its our default external link type.  If you may need something different then please submit a Feature Request which is accessible from the Main Menu area of the platform.

  • Global Settings
    Integration - Xero

    Xero is a premier world-leading accounting software platform.  If your company already uses Xero then integrating to it is simple with our application suite.  All you need to do as the Super Admin is use the Xero integration link to sign-in to Xero once, and just once.  The software then asks you if you want financial data to flow from our CRM platform into Xero or the other way around. Simples!  Once you've signed in once the integration is complete. No downloads, no configuration, no setup. We said it was easy didn't we?

  • Global Settings
    Integration - MailChimp

    MailChimp is the king of email marketing. Their tagline is 'Build your brand, sell more stuff'.  We acknowledge that.  With a MailChimp integration you end up with the best of both worlds.  You use our CRM to manage your contacts, companies and campaigns as usual. But, when you want to send out an email campaign to a group of contacts or companies from the CRM solution you can send those mails and leverage the wonderful statistics and data from MailChimp natively.  This also means you benefit from their hardened email services meaning that your emails reach your users on time and easily. For many companies your lists are not big enough to require buying a MailChimp license, so for many the service is free! Completely free. So use it.  Create a MailChiimp account for your company if you dont' already have one, use the MailChimp integration link here to sign on. Once.  Job done!  Our system will maintain an active sync between your CRM and MailChimp 24 hours a day.  Our integration is so flexible that you can use our CRM to manage the grouping of contacts to then create the campaign and execute it locally on our platform, or you can simply sync the group from CRM you want to campaign to and then use MailChimp to set up the campaign and execute it. The choice is absolutely yours.

Products/Services

  • Global Settings
    Products/Services - Product Catalog

    Before your CRM users can record leads, create opportunities and subsequently sell stuff to your customers they need something to sell.  This is where you define or import your existing products and services.  If you have a long list of products then you can use the magic drag n' drop import function to import them all quickly.  You may wish to have a look at the details stored with each product to make sure that your inbound data is complete first.

  • Global Settings
    Products/Services - Providers

    Providers is simply an area where you can define the names of the companies where you buy products or services from that your company resells to your customers.  This makes things like back-ordering the stuff you need easy to manage; especially if you go on to use our Stock Management Application Suite.  This is different to 'suppliers' as a tag in CRM Companies and is associated purely with products and services you buy in.

  • Global Settings
    Products/Services - Units

    Units is a free dictionary for you to define the units through which a product or a service is sold.  It could be 'hours' or a 'box', or a 'pack of 2' and so on. This is especially useful if you buy products in bulk, say boxes of 12, but sell them as single units.  This dictionary will prevent choas reining in your warehouse!

  • Global Settings
    Products/Services - Products Categories

    This is another free dictionary where you may define the categories of products and services that you provide to your clients.  Be as diverse as you need to. This helps with dashboards and reports because you can more clearly see what categories of products are moving faster than others.

Process and Collaboration

  • Process and Collaboration
    Process and Collaboration - Ticker

    The Ticker is your 'Company Message of the Day'. All users on the platform see a scrolling ticker message at the top of their user interface and is common to all applications.  Testing your fire-alarm today? Great! Put up a new ticker letting your users know!  You can create as many ticker messages as you like; but not too many now otherwise your users will begin to ignore it.

  • Process and Collaboration
    Process and Collaboration - Process Flow Builder

    This is a more advanced area of our business applications suite that allows you as a Super Admin to define the processes that occur as actions need to be completed across the solution.  An example is already included for you that shows how a Line Manager can be induced to approve an item, for example an expense claim, or a request to book a holiday.  The process builder allows you to define the STEPS and the NOTIFICATIONS that occur during each step of a process.  Don't worry about this area when you first start out as an Admininistrator.  It will become much clearer to you as you learn how the solution functions day-to-day.  If you begin creating your own processes to support the flow of information and actions across your business (beyond simple notifications that always occur) then you use this application to define them.  It is cleverly able to route STEPS to 'Approvers' not by their name as employees but by their department or position.  You can add as many STEPS as you like and you can send out notifications against each step so your users always know where things are in the 'process'.  With just a little imagination you can largely automate entire workflows, even complex ones by simply describing how tasks and activities flow through your business from team to team and job to job.

  • Process and Collaboration
    Process and Collaboration - Application Process Flow

    For each Process Flow (or workflow) that you have created using the process flow builder (above) you are able to assign it to individual application elements of the solution.  These include Assets, Expense Manager, Holiday Manager, Objectives and Timesheets. If you are only using the basic CRM application then this will not affect you.  Once you start adding other ERP applications from our suite like Asset Management or e-Human Resources Management then you may want to adapt the process and application workflows according to your policies for sign off and notifications.

  • Process and Collaboration
    Process and Collaboration - Workflow Process Manager

    No configuration by admins is required in this area.  This provides an administrator with a view of all top-down processes currently in flow anywhere in your business.  This is a workflow 'report' of all active processes and their current state.  If one of your users comes to you complaining that their expenses haven't been signed off you can view this application to see exactly where their claim is in the process and who its waiting for!  You can view all OPEN processes in flow as well as all COMPLETED ones under 'Archive'.

  • Process and Collaboration
    Dictionaries - Workflow Group

    When you begin to setup your own workflows using the 'Process Flow Builder' you can group your workflows.  This allows workflows from one application type to be used against another workflow.  Use the Workflow Group dictionary to define your available Workflow Groups.  Don't use too many!  Use enough so your workflows and the resulting business routing of approvals and notifications is intuitive!

  • Process and Collaboration
    Dictionaries - Event Types

    When workflows create calendar events they can be set to use a specific type of event name which has its own unique colour code. This makes it easy to get a view at a glance across calendars in the solution as events created by your processes are colour-coded and easy to filter based on their type.  You set the Event Type by name, its colour and whether or not it is the default event type here in this dictionary.

  • Process and Collaboration
    External Web-Forms - Contact from Web

    Contact from Web is a powerful feature that allows your CRM solution to embed forms into your public website or your intranet.  When users on your websites complete a form it is automatically injected into the CRM system, or can be used to create a help-desk or support request ticket. Here's a video  showing just how easy this is to setup and use.

  • Process and Collaboration
    External Web-Forms - Event from Web

    This wonderful little feature is able to accept bookings from your website that are immediatley published to your company calendar. This could be the beginnings of automating reservations for slots at your hairdressing shop? Or booking training sessions with you if you are a personal-trainer?  You could even use this functionality to book and reserve parking spaces outside your offices for visitors if they are of high demand and limited availability. Think out of the box here!

  • Process and Collaboration
    Activity - Activity Statuses

    Have you seen the wonderful little drag and drop status changers for leads?  This is a dynamic dictionary that allows you to define as many different activity statuses as you need to track things as they mature through your business.  Think of these as the 'gates' that your tasks go through as they mature from start to finish.  By default there is only 1 defined which is a TODO as 'not yet started'.  Add additional Statuses so that your users can tell you how far they are through a task, for example:

    Activity Statuses
    And then cool things like this can be done by your users as they chase things through the system so everyone knows the status of every task, lead and so on.

    Drag and Drop Activity Process Flow

  • Process and Collaboration
    Activity - Activity Templates Manager

    Most businesses are able to describe the steps necessary in each process area or department to keep things moving forwards through to completion.  This is exactly what this application does.  it enables an Admin to setup templates for activities in various process area's of Trivaeo that effectively establishes a set of tasks for specific activities.  If you can describe how your processes work from an 'actions' perspective then you can use the application to define those activities, set dates and task types to each task so that they get chased through the system.  It even automatically updates the users calendar showing all the tasks that lie in the future based on the template for each activity they have received.  This can be a very effective business automation tool which may have a significant impact on your 'training overheads' as the task and activity templates basically tell your users what they have to do as each precursor is achieved.  You can even do things like 'follow-ups' to things like proposals, quotes, opportunities, Work Orders and Invoices so that your team is reminded to call the customer and check they are happy X days after milestone Y is reached.  This very much brings alive the concept of a managed customer experience because you've taken the time to describe your customer journeys through your business processes and are triggering tasks for your employees to make sure these jobs are done, on time, every time!

  • Process and Collaboration
    Tasks - Task Category

    This is a simple dictionary where you can create categories for tasks so that tasks being assigned to users are categorised according to the task type. These helps users understand the nature of the task they have been assigned simply by the category the tasks is assigned to.

CRM Admin

  • CRM Admin
    Dictionaries - Contact Groups

    Contact groups puts structure into your contacts in CRM.  By creating 'Groups' here in this dictionary you can then add your contacts to these groups. Contacts in your CRM can be put in multiple groups at a time.  This then allows you to do very strict segmentation of your contacts by the groups that those contacts are members of.  You could have, for example, a group called 'Newsletter' for all contacts that should receive your monthly newsletter. Some of the newsletter group recipients could also be in other groups like 'Big Spenders' or 'VIP'.  When planning your next campaign you could limit the recepients to members of both 'VIP' and 'Newsletter' and have your campaign accurately targeting the right contacts in minutes.  The Mailchimp integration also relies on you syncing a GROUP from CRM with a LIST in Mailchimp so you'll definitely need at least one CRM group to proceed with any form of MailChimp based campaigning.

  • CRM Admin
    Dictionaries - Contact Types

    Contact types allows you to create a contact gradient from COLD to HOT or any such serialised style of maturation.  When contacts first encounter your business they have the weakest relationship to you. Over time this relationship can improve or be affected by factors such as loyalty, buying habits, support requests and so on. Use this dictionary to define your heirarchy of contact types.  Careful use of this function in CRM gives you greater insights into the structure of your contacts as a whole over time.  You may be able to drive programs to improve the customer experience and use the number of members in each contact type as a point of measurement.  It is arbitrary and selected by each CRM user as they interact with the contact, so its not quantitative, but qualitative in nature.

  • CRM Admin
    Dictionaries - CRM Authority

    Every time your company sells a product or service to a client, especially if the client you are selling to is part of a larger company then you bump into their 'authority'. The authority reflects their role in the buy or not to buy decision process.  Define your own set of authorities here in this dictionary. Using it carefully will help you to build a fundamental organisational structure of the target company so you can use the organisational chart to help you to lay out your sales approach.  Example authorities could be 'Decision Maker', 'Budget Owner', 'Has the Need', 'Challenger', 'Influencer', 'No Influence' and so on.  Carefully maintain an eye on your contacts and their roles and authority within target companies can help you navigate more complex sales processes.

  • CRM Admin
    Dictionaries - CRM Competitors

    This is a dictionary where you can define your own list of competitor types.  This way when you classify contacts and companies across the CRM you can easily describe how this entity competes or may compete with your offering.

  • CRM Admin
    Dictionaries - CRM Role Types

    This is a dictionary where you can define your own list of contact roles. This could be simple like job titles but blended in such a way that various job titles you may have presented to you by your contacts are grouped by role in a simpler sense.  This way, if one of your team is asked to call someone in the human resources function at a company you deal with they will have an easy ability to find them, especially if the target company has a role called 'Resource Specialist' - you can call it a Human Resources role instead.  This is different to the Job Title field; that is as provided by the contact in each case.  The role is where you put more common baselines to exotic job titles that you may bump into.

  • CRM Admin
    Dictionaries - CRM Account Types

    When you add new companies ot the CRM it is often helpful to describe what type of company this is, by its type.  Good examples may be 'Small Business', 'Medium Business', 'Partner', 'Reseller' and so on.  There are two additional flags for each account type.  They may also be a SUPPLIER or CUSTOMER so don't use these two in your base dictionary.  You may confuse your users who use Customer in the drop down from the dictionary then forget to set the check-flag on IS CUSTOMER on the account type.  This could lead to confusion.

  • CRM Admin
    Dictionaries - CRM Factors

    This dictionary is where you create a list of words that describe the thing that makes affects this company or contact to buy from you.  It could be things like your location, your price, your features, your competitive edge and so on.  This gives other users on your platform an idea what type of things the contact is driven by in their dealings and purchases from you.  If you are a hairdresser a viable factor could be one of your colorist staff who is an expert, or the products you use.  Think of the things that cause people to buy from you and not from your competitors and store them in this dictionary.

  • CRM Admin
    Dictionaries - Link Reasons

    It is possible with our CRM solution to link contacts, companies and opportunities.  If you know that a customer is the wife of the owner of a competitor to your business you can link her to his company, as well as create a new link to him as a contact.  You may also wish to link opportunities together.  If you are a builder who is working on an opportunity to build a house and the owner puts out a new tender to build the garage then you'd link the opportunity you already won to the new opportunity for the garage.  This allows you to follow the chain of relationships across the CRM system easily.  Use this dictionary to define the links you wish to track.

  • CRM Admin
    Dictionaries - Quotes Groups

    It may be routine for your business to prepare lots of quotations, especially if your business is heavily time and materials or services based.  Quotes groups allow you to add a quotation to a group helping to classify it over time.  You could have easy grouping like 'Small Quote' and 'Big Quote' or be more granular and have much more detail in here.  The more you use these dictionary items for Quotes Groups the better you can slice and dice your CRM quotations and classify them.

  • CRM Admin
    Dictionaries - Incorporation Types

    This dictionary is used to define the legal entities under which companies operate in your jurisdiction.  They could be an Inc, LLP, or Ltd, or a PLC.  Define as many as you need to provide accuracy across your CRM records.

  • CRM Admin
    Dictionaries - Type of Requested Information

    Our CRM has an innovative and rather unique ability to automatically contact your contacts/clients and customers to ask them to reply by submitting information to your business. A really good example are accountants who regularly need to contact their clients to get copies of their accounts information so that the tax returns can be prepared.  If your business needs to request information from clients, especially where this collection is done on a regular schedule then this will work well for you.  Define your types of information that you are requesting in this dictionary.  The Requested Information Application can even follow-up automatically if the client hasn't completed the action and send out warnings that unless they complete the delivery to your business that you won't be able to submit the work for them.  This can be very powerful, especially if your business is recurrent and requires information to be provided to you allowing you to continue the workflow.

  • CRM Admin
    Dictionaries - Contact Relation Type

    This dictionary only applies to our CRM platform in the event that you are using the add-on application called Wealth Advisor.  Wealth Advisor is a specialist overlay to our CRM application suite that extends it directly into the needs of Independent Financial Advisors who need to understand the physical nature of relationships between contacts in the Wealth Advisor Application. Examples include Husband, Wife, Mother, Father, Niece, Nephew and so on. This helps the IFA build up a picture of dependents and their relationship to the client for financial planning purposes.

  • CRM Admin
    Dictionaries - Levels for Contact Line

    This dictionary only applies to our CRM platform in the event that you have enabled the Multi-Level Marketing capabilities of the Contacts-Line application.  Using this dictionary you can define your MLM heirarchy.  It is also feasible to use this functionality to describe the relationship between your customers and the customers that they have referred to your business if you want to track them this way.  You could think of ideas like inceting customers to refer you to new leads and opportunities and when those down-line members of your contacts buy something you reward those upstream with additional benefits, coupons, discounts etc.  This dictionary assumes your original intent is MLM downline management.  You could even use MLM Downline Team names here instead. It's totally up to you. To turn on the contact line you go to Admin / Global Settings / Permission Groups and activate the Contacts Line View and/or Edit functions for that permission group.  The Contacts Line view has our awesome drag and drop organisation chart functionality built right in too so defining your MLM Downlines couldn't be easier!

  • CRM Admin
    Dictionaries - Client PO Status

    This dictionary only applies to our CRM platform in cases where it is being used in conjunction with our add-on application for Recruitment Agencies that supply resources on demand on call-off against a burn for a predetermined budget.  This dictionary item captures the status of the active purchase orders from clients as they can overlap, often in the middle of specific sourcing and resourcing projects.  If you aren't using our specialist application for Staffing Agencies, Recruiting Consultancies or the like then you do not need to worry about this dictionary.

  • CRM Admin
    CRM - Target Cascade

    This is where you define the sales targets for each member of your team for each financial year. You can also create teams that group your users together showing a departmental or team based financial target. This influences the users CRM dashboard and reports and shows their individual as well as team financial velocity against their annual targets.  Don't forget to set up your new targets in advance of each financial calendar year!  The functionality is also influenced by the e-HR application if you have purchased and enabled that.  Without e-HR you can manually add your employees to teams that you administer here.

  • CRM Admin
    CRM - Billing Process

    This is where you define the typical billing processes against all the products and services that you sell.  For products your process may be 100% is due on the date of order.  For services you may have something like 50% is due on the order date and 50% is due 30 days later which is typically well beyond the time when you will have completed the work and can now bill for it.  Set up as many standard billing processes as you like.  The total percentage for each defined billing process must naturally add up to 100%.

  • CRM Admin
    CRM - Forecast Process

    This is where you define the typical forecasting process in your business.  This is very useful if your sales process is broken down into often repeated segments.  A good example here is a company that delivers professional services against a typical 'Request for Pricing' (RFP), 'Request for Quotation' or potentially even a 'Request for Information' style of interacting with buyers.  When you receive a RFP you respond to it, then, as your sales process kicks in you demonstrate your solution, then you go into a shortlist if you qualify, then from there into the final two or three vendors.  As your confidence grows during this process so does the amount of money you can forecast against any eventual order.  So, use this forecast process to position your confidence versus the chances you have to actually sell the solution at the end.  It will start at 0% when you know little about the 'deal' and will improve as your sales team works the process through.  At 100% you either got the order, congratulations, or you didn't and its at 100% but lost.  Careful use of this functionality can be very accurate at forecasting your future revenue expectations and helps to focus the eyes and activities of the sales teams as they always know exactly where they are in any sales engagement.  This element of the solution features heavily in the CRM users dashboard where they can see their financial performance and pipeline at a glance.

  • CRM Admin
    CRM - eMails

    This application element requires the add-on called a 'collector'.  The email collector creates a virtual user on the platform that has its own email address.  All emails generated on the platform to contacts and companies are transmitted through the collector.  On the receiving side, any of your staff can CC or BCC the 'collector' email address and when they do so, irrespective of the client or service they are using for email the email will be harvested by the collector and automatically assigned and added to the contact based on a match of the email address involved in the correspondence.  It is a clever way of unifying independent email clients and services with your CRM by simply including your 'Connector' email address when the correspondence is needed to be exposed through the CRM application. You keep your existing email service and are not forced to use ours or migrate to any preferred email service we support.

  • CRM Admin
    Settings - Requested Information Process

    You should create a dedicated helpdesk to receive responses received from your contacts where you have initiated a 'Requested Information' with them.  When they reply to your request to submit information their response will be received by the helpdesk and kickoff an alert notifying you that a response was received from the client.  You define the helpdesk that will be initiated, plus the priority of the ticket when it is created.  You also select the pending, completed, closed and cancelled statuses as desired.  You can add members to this requested information process and define the alerts that are triggered by it.  Don't forget the important task of setting up a helpdesk to receive the client responses!  This application functionality requires you to have purchased an entitlement to the Helpdesk Application so that you can configure those elements of this workflow.  Helpdesks are simple to setup and work brilliantly as client facing help-desks as well as support desks that face internal users.

Step by Step Admin Guide

A selection of useful videos for CRM Administrators

Initial Configuration of a new CRM instance
Users, Self-Service and Permissions
Adding a new user and their first login
Products, Services & Team Rooms
Activity Templates and Statuses
How to capture leads from your website
CRM Administrators Handy Video Selection
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