2
.. i18n: Sales Opportunities
3
.. i18n: ===================
8
.. i18n: While a lead represents the first contact with a prospect yet to be qualified, a sales opportunity
9
.. i18n: represents a potential contract. Each opportunity must be followed up by a salesperson spending time
10
.. i18n: to make a quotation or the cancellation of the opportunity.
12
While a lead represents the first contact with a prospect yet to be qualified, a sales opportunity
13
represents a potential contract. Each opportunity must be followed up by a salesperson spending time
14
to make a quotation or the cancellation of the opportunity.
16
.. i18n: Leads are generally handled en masse, with the automation of certain responses or emails.
17
.. i18n: Opportunities, in contrast, are usually tracked one by one by the salespeople because that involves
18
.. i18n: a process of negotiation.
20
Leads are generally handled en masse, with the automation of certain responses or emails.
21
Opportunities, in contrast, are usually tracked one by one by the salespeople because that involves
22
a process of negotiation.
24
.. i18n: Ensuring that you track opportunities
25
.. i18n: -------------------------------------
27
Ensuring that you track opportunities
28
-------------------------------------
30
.. i18n: Just like leads, Open ERP provides several menus to handle sales opportunities efficiently. All
31
.. i18n: the menus for opportunities are under the menu :menuselection:`CRM & SRM --> Sales -->
32
.. i18n: Opportunities`.
34
Just like leads, Open ERP provides several menus to handle sales opportunities efficiently. All
35
the menus for opportunities are under the menu :menuselection:`CRM & SRM --> Sales -->
38
.. i18n: To quickly create a new opportunity, use the menu :menuselection:`CRM & SRM --> Sales --> Opportunities --> New Opportunity`.
39
.. i18n: You usually use this menu in the case where the opportunity is direct and doesn't come first from a
40
.. i18n: lead. It can also be useful to create a shortcut to this menu so that you can quickly open a new
41
.. i18n: opportunity form when you need to – after a phone call, or an email, that needs followup.
43
To quickly create a new opportunity, use the menu :menuselection:`CRM & SRM --> Sales --> Opportunities --> New Opportunity`.
44
You usually use this menu in the case where the opportunity is direct and doesn't come first from a
45
lead. It can also be useful to create a shortcut to this menu so that you can quickly open a new
46
opportunity form when you need to – after a phone call, or an email, that needs followup.
48
.. i18n: The salesperson uses the menu :menuselection:`CRM & SRM --> Sales --> Opportunities --> My Opportunities --> My Open
49
.. i18n: Opportunities` to track their opportunities. After various customer contacts, the salesperson
50
.. i18n: can enter the information into the form to describe the activity. The history tab provides a history
51
.. i18n: of all the information about the activity throughout its life. The activities are automatically
52
.. i18n: reported on the partner form of the associated customer. To see this, open the events tab when you
53
.. i18n: open the partner form.
55
The salesperson uses the menu :menuselection:`CRM & SRM --> Sales --> Opportunities --> My Opportunities --> My Open
56
Opportunities` to track their opportunities. After various customer contacts, the salesperson
57
can enter the information into the form to describe the activity. The history tab provides a history
58
of all the information about the activity throughout its life. The activities are automatically
59
reported on the partner form of the associated customer. To see this, open the events tab when you
60
open the partner form.
62
.. i18n: .. figure:: images/crm_partner_event.png
64
.. i18n: :align: center
66
.. i18n: *History of events in a partner form*
68
.. figure:: images/crm_partner_event.png
72
*History of events in a partner form*
74
.. i18n: When the leads have been converted into opportunities, the opportunities can be assigned to any
75
.. i18n: salesperson. Then you designate an opportunity manager in the company who is responsible for assigning the
76
.. i18n: new opportunities to different salespeople to suit their speciality, location or availability.
78
When the leads have been converted into opportunities, the opportunities can be assigned to any
79
salesperson. Then you designate an opportunity manager in the company who is responsible for assigning the
80
new opportunities to different salespeople to suit their speciality, location or availability.
82
.. i18n: The manager can use the menu :menuselection:`Opportunity --> All Opportunities -->
83
.. i18n: Unassigned Opportunities` to do this. This gives you a list of all opportunities that haven't yet been assigned
84
.. i18n: to a salesperson. The manager can the enter the salesperson responsible for the opportunity into the
85
.. i18n: field :guilabel:`Responsible`.
87
The manager can use the menu :menuselection:`Opportunity --> All Opportunities -->
88
Unassigned Opportunities` to do this. This gives you a list of all opportunities that haven't yet been assigned
89
to a salesperson. The manager can the enter the salesperson responsible for the opportunity into the
90
field :guilabel:`Responsible`.
92
.. i18n: The company calendar
93
.. i18n: --------------------
98
.. i18n: There are several methods for entering a new meeting with a partner. The first method is to enter
99
.. i18n: the meeting directly in the company calendar. To do that, use the menu :menuselection:`CRM & SRM -->
100
.. i18n: Calendar --> All Meetings`.
102
There are several methods for entering a new meeting with a partner. The first method is to enter
103
the meeting directly in the company calendar. To do that, use the menu :menuselection:`CRM & SRM -->
104
Calendar --> All Meetings`.
106
.. i18n: You can use the monthly, weekly or daily views to plan a meeting. To move between one mode and
107
.. i18n: another use the buttons above and to the right of the calendar.
109
You can use the monthly, weekly or daily views to plan a meeting. To move between one mode and
110
another use the buttons above and to the right of the calendar.
112
.. i18n: .. figure:: images/crm_calendar_month.png
114
.. i18n: :align: center
116
.. i18n: *Meetings calendar in monthly view*
118
.. figure:: images/crm_calendar_month.png
122
*Meetings calendar in monthly view*
124
.. i18n: .. figure:: images/crm_calendar_week.png
126
.. i18n: :align: center
128
.. i18n: *Meetings calendar in weekly view*
130
.. figure:: images/crm_calendar_week.png
134
*Meetings calendar in weekly view*
136
.. i18n: In the calendar you distinguish between multi-day events and events that last only for a few hours.
137
.. i18n: Multi-day events have a colored background whereas single events have a colored font. Each event
138
.. i18n: has a color that represents the user that created the meeting. You can filter the different users by
139
.. i18n: selecting them from the list at the left of the screen.
141
In the calendar you distinguish between multi-day events and events that last only for a few hours.
142
Multi-day events have a colored background whereas single events have a colored font. Each event
143
has a color that represents the user that created the meeting. You can filter the different users by
144
selecting them from the list at the left of the screen.
146
.. i18n: To enter a new meeting into the system you can click the day and the hour for a new meeting. In the
147
.. i18n: weekly and daily views you can also press the mouse left button on the calendar and slide the mouse
148
.. i18n: along to create an event of several hours. Open ERP then opens an entry screen for a new meeting.
150
To enter a new meeting into the system you can click the day and the hour for a new meeting. In the
151
weekly and daily views you can also press the mouse left button on the calendar and slide the mouse
152
along to create an event of several hours. Open ERP then opens an entry screen for a new meeting.
154
.. i18n: .. figure:: images/crm_meeting_form.png
156
.. i18n: :align: center
158
.. i18n: *Entering a new meeting*
160
.. figure:: images/crm_meeting_form.png
164
*Entering a new meeting*
166
.. i18n: .. tip:: Consolidated Calendar
168
.. i18n: The advantage of integrated management is that the enterprise calendar will group several system
170
.. i18n: Then in the Open ERP calendar you'll automatically find both these meetings and such information
171
.. i18n: as business opportunities, technical interventions, and requests for staff meetings.
173
.. tip:: Consolidated Calendar
175
The advantage of integrated management is that the enterprise calendar will group several system
177
Then in the Open ERP calendar you'll automatically find both these meetings and such information
178
as business opportunities, technical interventions, and requests for staff meetings.
180
.. i18n: Tracking phone calls
181
.. i18n: --------------------
186
.. i18n: Open ERP has functions to manage a telephone call centre. If,
187
.. i18n: hen you installed the CRM module, you selected the option for calls you'll be able to manage incoming and outgoing calls.
189
Open ERP has functions to manage a telephone call centre. If,
190
hen you installed the CRM module, you selected the option for calls you'll be able to manage incoming and outgoing calls.
192
.. i18n: Call management can be used for two particular needs:
194
Call management can be used for two particular needs:
196
.. i18n: * Entering customer calls so that you keep a record of the communication attached to a partner or a
197
.. i18n: sales opportunity,
199
.. i18n: * Managing a call centre with operators who handle lists of calls to carry out one after another.
201
* Entering customer calls so that you keep a record of the communication attached to a partner or a
204
* Managing a call centre with operators who handle lists of calls to carry out one after another.
206
.. i18n: To enter details of a phone call, use one of the two following menus:
208
To enter details of a phone call, use one of the two following menus:
210
.. i18n: * :menuselection:`CRM & SRM --> Sales --> Phone Calls --> Inbound`,
212
.. i18n: * :menuselection:`CRM & SRM --> Sales --> Phone Calls --> Outbound`.
214
* :menuselection:`CRM & SRM --> Sales --> Phone Calls --> Inbound`,
216
* :menuselection:`CRM & SRM --> Sales --> Phone Calls --> Outbound`.
218
.. i18n: The phone call will then be visible on the partner form to give you complete visibility of the
219
.. i18n: events about that customer or supplier.
221
The phone call will then be visible on the partner form to give you complete visibility of the
222
events about that customer or supplier.
224
.. i18n: Managing a Call Center
225
.. i18n: ----------------------
227
Managing a Call Center
228
----------------------
230
.. i18n: You can manually encode calls that happen or you can pass them into Open ERP. But for mass
231
.. i18n: campaigns, you can import a list of phone calls to make. To do this, click on the import link at the
232
.. i18n: bottom of the list of phone calls. On the GTK client use the toolbar button :menuselection:`Form -->
233
.. i18n: Import` at the top.
235
You can manually encode calls that happen or you can pass them into Open ERP. But for mass
236
campaigns, you can import a list of phone calls to make. To do this, click on the import link at the
237
bottom of the list of phone calls. On the GTK client use the toolbar button :menuselection:`Form -->
240
.. i18n: Phone calls that have occurred in the open state. The different operators can be assigned calls and
241
.. i18n: handle them one by one using the menu :menuselection:`CRM & SRM --> Phone Calls --> Outbound
242
.. i18n: --> New Outgoing Call`.
244
Phone calls that have occurred in the open state. The different operators can be assigned calls and
245
handle them one by one using the menu :menuselection:`CRM & SRM --> Phone Calls --> Outbound
246
--> New Outgoing Call`.
248
.. i18n: The operator can open the calls one by one. For each call, after having contacted the customer, the
249
.. i18n: operator can click on one of the following buttons:
251
The operator can open the calls one by one. For each call, after having contacted the customer, the
252
operator can click on one of the following buttons:
254
.. i18n: * :guilabel:`Cancel`: you cancel the call. For example you could cancel the call if you've tried to call them
255
.. i18n: more than three times.
257
.. i18n: * :guilabel:`Held`: you've spoken to the customer by phone. In this case the operator can change the case
258
.. i18n: section and send it to sales opportunities, for example. You could alternatively leave it in this
259
.. i18n: state if you don't need to carry out any more actions with this customer.
261
.. i18n: * :guilabel:`Not Held`: the customer hasn't been called, you'll try to call him again later.
263
* :guilabel:`Cancel`: you cancel the call. For example you could cancel the call if you've tried to call them
264
more than three times.
266
* :guilabel:`Held`: you've spoken to the customer by phone. In this case the operator can change the case
267
section and send it to sales opportunities, for example. You could alternatively leave it in this
268
state if you don't need to carry out any more actions with this customer.
270
* :guilabel:`Not Held`: the customer hasn't been called, you'll try to call him again later.
272
.. i18n: Advanced Customer Relations
273
.. i18n: ---------------------------
275
Advanced Customer Relations
276
---------------------------
278
.. i18n: Open ERP also supplies several tools to improve and automate relationships with partners. They won't
279
.. i18n: be described extensively here, just introduced briefly.
281
Open ERP also supplies several tools to improve and automate relationships with partners. They won't
282
be described extensively here, just introduced briefly.
284
.. i18n: The supplier/customer portal gives you the ability to provide your suppliers and customers with
285
.. i18n: constrained access to Open ERP. They will then be able to view or enter sets of information directly
286
.. i18n: online to Open ERP. For example they could enter their orders, reprint their invoices, or work on
287
.. i18n: communal projects. To activate the portal you should install the modules that start with the
288
.. i18n: string ``portal_...``.
290
The supplier/customer portal gives you the ability to provide your suppliers and customers with
291
constrained access to Open ERP. They will then be able to view or enter sets of information directly
292
online to Open ERP. For example they could enter their orders, reprint their invoices, or work on
293
communal projects. To activate the portal you should install the modules that start with the
294
string ``portal_...``.
296
.. i18n: The email gateway lets you interface the CRM with incoming and outgoing emails. The scripts used for
297
.. i18n: the email gateway are available in the :mod:`crm` module in the ``scripts`` subdirectory.
299
The email gateway lets you interface the CRM with incoming and outgoing emails. The scripts used for
300
the email gateway are available in the :mod:`crm` module in the ``scripts`` subdirectory.
302
.. i18n: Outlook and Thunderbird plugins let you synchronize your contacts between your email
303
.. i18n: client and your ERP. They both enable you to create sales opportunities based on exchanges you have
304
.. i18n: with the customer.
306
Outlook and Thunderbird plugins let you synchronize your contacts between your email
307
client and your ERP. They both enable you to create sales opportunities based on exchanges you have
310
.. i18n: The rules for automating actions enable you to send emails automatically based on the event,
311
.. i18n: such as assigning opportunities to the most appropriate person. To access the CRM rules, use the
312
.. i18n: menu :menuselection:`CRM & SRM --> Configuration --> Cases --> Rules`.
314
The rules for automating actions enable you to send emails automatically based on the event,
315
such as assigning opportunities to the most appropriate person. To access the CRM rules, use the
316
menu :menuselection:`CRM & SRM --> Configuration --> Cases --> Rules`.
319
.. i18n: single: module; crm_profiling
322
single: module; crm_profiling
324
.. i18n: The segmentation tools let you create partner groups and act on each segment differently.
325
.. i18n: For example you could create pricelists for each of the segments, or start phone marketing campaigns
326
.. i18n: by segment. To enable the management of segmentation you should install the module
327
.. i18n: :mod:`crm_profiling`.
329
The segmentation tools let you create partner groups and act on each segment differently.
330
For example you could create pricelists for each of the segments, or start phone marketing campaigns
331
by segment. To enable the management of segmentation you should install the module
332
:mod:`crm_profiling`.
335
.. i18n: single: module; base_report_designer
338
single: module; base_report_designer
340
.. i18n: The :mod:`base_report_designer` module enables you to create letter templates in OpenOffice and automate
341
.. i18n: letters for different prospects. Open ERP also has plugins for MS Word to simplify the creation of
342
.. i18n: mass mailing.
344
The :mod:`base_report_designer` module enables you to create letter templates in OpenOffice and automate
345
letters for different prospects. Open ERP also has plugins for MS Word to simplify the creation of
348
.. i18n: .. Copyright © Open Object Press. All rights reserved.
350
.. Copyright © Open Object Press. All rights reserved.
352
.. i18n: .. You may take electronic copy of this publication and distribute it if you don't
353
.. i18n: .. change the content. You can also print a copy to be read by yourself only.
355
.. You may take electronic copy of this publication and distribute it if you don't
356
.. change the content. You can also print a copy to be read by yourself only.
358
.. i18n: .. We have contracts with different publishers in different countries to sell and
359
.. i18n: .. distribute paper or electronic based versions of this book (translated or not)
360
.. i18n: .. in bookstores. This helps to distribute and promote the Open ERP product. It
361
.. i18n: .. also helps us to create incentives to pay contributors and authors using author
362
.. i18n: .. rights of these sales.
364
.. We have contracts with different publishers in different countries to sell and
365
.. distribute paper or electronic based versions of this book (translated or not)
366
.. in bookstores. This helps to distribute and promote the Open ERP product. It
367
.. also helps us to create incentives to pay contributors and authors using author
368
.. rights of these sales.
370
.. i18n: .. Due to this, grants to translate, modify or sell this book are strictly
371
.. i18n: .. forbidden, unless Tiny SPRL (representing Open Object Press) gives you a
372
.. i18n: .. written authorisation for this.
374
.. Due to this, grants to translate, modify or sell this book are strictly
375
.. forbidden, unless Tiny SPRL (representing Open Object Press) gives you a
376
.. written authorisation for this.
378
.. i18n: .. Many of the designations used by manufacturers and suppliers to distinguish their
379
.. i18n: .. products are claimed as trademarks. Where those designations appear in this book,
380
.. i18n: .. and Open Object Press was aware of a trademark claim, the designations have been
381
.. i18n: .. printed in initial capitals.
383
.. Many of the designations used by manufacturers and suppliers to distinguish their
384
.. products are claimed as trademarks. Where those designations appear in this book,
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.. and Open Object Press was aware of a trademark claim, the designations have been
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.. printed in initial capitals.
388
.. i18n: .. While every precaution has been taken in the preparation of this book, the publisher
389
.. i18n: .. and the authors assume no responsibility for errors or omissions, or for damages
390
.. i18n: .. resulting from the use of the information contained herein.
392
.. While every precaution has been taken in the preparation of this book, the publisher
393
.. and the authors assume no responsibility for errors or omissions, or for damages
394
.. resulting from the use of the information contained herein.
396
.. i18n: .. Published by Open Object Press, Grand Rosière, Belgium
398
.. Published by Open Object Press, Grand Rosière, Belgium