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Ohioedge CRM-BPM
User Manual
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Source Technologies Ohioedge CRM-BPM User Manual

Ohioedge CRM+BPM Server Users Guide
Tammy Dixit
January 5, 2007
Ohioedge CRM+BPM Server Users Guide...........................................................................1
Introduction....................................................................................................................................3
Background.....................................................................................................................................3
Organizational Roles and Responsibility Management:...........................................................................3
Organizational Process (Workflow) Management:..................................................................................4
Custom Fields: .........................................................................................................................................5
Campaign Management:...........................................................................................................................5
Assignment Management:........................................................................................................................6
Creating an Activity:......................................................................................................................7
Activity created by a campaign:...............................................................................................................7
Activity created manually:......................................................................................................................10
Business Cases:.............................................................................................................................13
Business case I: Activities review by Sales Director.............................................................................13
Business Case II: Activities review by Regional Manager....................................................................20
Business Case III: To-do review by Sales Rep.......................................................................................23
Business Case IV: Performing an activity .............................................................................................26
Email Template:...........................................................................................................................33
Letter Template:...........................................................................................................................34
Summary.......................................................................................................................................35

Introduction

Background

Organizational Roles and Responsibility Management: In the context of business processes, for example sales, typically an organization’s
activities are organized under business units, for example regions, divisions, etc. This enables an organization to perform activities at lower (transactional) levels and analyze them at higher (summary) levels for effectiveness. Figure 1 shows the organizational model of Demo. Corp. Demo Corp. operates under three national offices. National sales managers manage national offices. The US Sales national office is further organized into regions – Western Southern, and Midwest. These regions are responsible for the day-to­day sales activity, performed by their sales representatives. The Canadian and Mexican offices don’t have further breakdown into regions and directly oversee the activities of sales representatives.
D e m o n s t r a t i o n O r g a n i z a t i o n
D e m o C o r p .
S a l e s R e p
u s - w s s r
W e s t e r n R e g i o n
R e g i o n a l M a n a g e r
C l a r k H o u s t o n
S a l e s R e p
u s - s t s r
S o u t h e r n R e g i o n
R e g i o n a l M a n a g e r
D o n H u c k l e
S a l e s R e p
u s - m w s r
M i d w e s t R e g i o n
R e g i o n a l M a n a g e r
S a l D o w n e y
U S S a l e s
N a t i o n a l S a l e s M a n a g e r
J a m e s B r o o k
S a l e s R e p
c a n - s r
C a n a d a S a l e s
N a t i o n a l S a l e s M a n a g e r
S c o t t K r a d i c h
S a l e s R e p
m x - s r
M e x i c o S a l e s
N a t i o n a l S a l e s M a n a g e r
J o h n D o e
D e m o C o r p . V P o f S a l e s
G a r y K e s s l e r
Figure 1.
The organizational chart/hierarchy diagram illustrates organizational hierarchy, roles associated with the levels of hierarchy and actual people assigned to these levels. The leaf nodes (lowest level) of hierarchy are transactional nodes. This is where actual work takes
place. This is the vertical model of an organization. Later in the business cases on running reports, signing-off, etc., we will see how the vertical model enables different people at different levels, view/perform different data/activities.
Organizational Process (Workflow) Management: Below is a sample organizational process (workflow) diagram:
The organizational process diagram illustrates the horizontal model or flow of work (that takes place at the leaf nodes of organizational hierarchy.)
Ohioedge CRM+BPM Server organization administrator is responsible for configuring organization-specific vertical and horizontal models.

Custom Fields:

To be completed.
Campaign Management: In Ohioedge CRM+BPM Server, every activity a user performs belongs to a campaign. A
campaign specifies the purpose of operation. A campaign may be generic or specific; it may be never ending or short-lived. For example, an organization could setup a ‘general business’ campaign to perform and track its day-to-day activities or setup a ‘send seasons greetings’ campaign to send seasons greetings to the presidents of existing customers or
setup a ‘promotional offer’ campaign to email a new promotion to prospective customers. A campaign is also how inputs (accounts, contacts, etc.) are assigned to account managers.
The creation of a new activity is validated against the selection criteria of its campaign to ensure that the input (accounts, contacts, etc.) is accessible to the creator -account manager for example. Here is the technical definition of such relationship: creators have access to campaigns; and campaigns specify input selection criteria. Figure 3 shows how to create a campaign. As seen in the figure, a campaign uses an input factory to select the data (company presidents for example) for which campaign is to run. Campaign is started from Setup->Services. Ohioedge CRM+BPM Server organization administrator is responsible for setting up input factories.
Assignment Management: Lost sales due to poor follow up on leads is a major sales obstacle. The most effective and
profitable way to deal with this issue from a sales perspective is to do the following: Route leads to the right sales rep automatically, eliminating delays and Track the progress of leads through the sales pipeline in real time. In Ohioedge CRM+BPM Server assignment of leads (tasks) to sales reps is done automatically. This, in addition to the campaign management functionality that enables accounts to be owned by account managers, facilitates multiple sales reps working under an account manager to receive specific input (leads, etc.) assignments. Ohioedge CRM+BPM Server comes with an out-of-the-box assignment logic of ‘simple random assignment.’ Below is how the ‘simple random assignment’ logic works: Let’s say there are two sales reps – A and B, available at the ‘Cold Call’ activity type. The ‘simple random assignment’ logic would assign the first unassigned activity at Cold Call to sales rep A, the second to sales rep B, the third to sales rep A, so on and so forth. Figure 4 shows how activities are assigned to Sales Rep J. Todak automatically (see Gunton Corp customer record in the figure.)
Figure 4.

Creating an Activity:

Activity created by a campaign: Say you have a campaign setup to call all the Presidents of the territory with area code
‘216’ with a new promotional offer. Figure 5 shows a campaign NewPromo defined.
Figure 5. When you run this campaign, the robot will automatically assign activities to the Sales Rep responsible for the Canada Cold Calls. Figure 6 shows a report of the activities assigned to the Canada Sales Rep.
Figure 6. If you drill down on any activity, as shown in Figure 7, you will see all the details of the activity that needs to be performed.
Figure 7. Note the Campaign name is the New Promo campaign, which indicates that New Promo campaign created this activity.
Activity created manually: An activity can be created manually by a mechanism that has the privilege to create an
activity. An activity can be created for a
1. Customer
2. Customer Person
3. Buyer
4. Customer Requirement
5. Other input you configure to flow through Ohioedge CRM+BPM Server.
Say you want to create an activity for a customer West End Construction. You will first have to select the customer. As shown in Figure 8.
Figure 8. Click on the Activity link in the Quick Links portlet. Click on the Maintain link in the upper left corner portlet. Figure 9 shows the Activity Maintain page.
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