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ETING DAILY PROCESSING MENU

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ETING DAILY PROCESSING MENU

  1. 1. TELEMARKETING DAILY PROCESSING MENU [Tm] TELEMARKETING MANAGEMENT SYSTEM [ 3] TELEMARKETING DAILY PROCESSING MENU Telemarketing Daily Processing Menu 3-1
  2. 2. THIS PAGE WAS INTENTIONALLY LEFT BLANK. DBS 2000 3-2
  3. 3. Tm-3 T/M DAILY PROCESSING MENU Purpose: This function allows you to perform the Daily functions for use in the Telemarketing System. These include doing groupings, group calling, and resetting groups, as well as the managerial feature that allows managers to see what the totals for each telemarketer are at a single keystroke. Access: Enter the Telemarketing System by pressing [T]m in the Top Menu Level of the DBS2000 System. From there, press [3] to enter the Daily Processing Menu. In the Daily Processing Menu you must chose one of the functions listed in the Overview section in which to perform. Overview: The functions found in this menu are as follows: [2] Prospect Information Master This function is the main prospecting screen in which you can access all history information about the prospect, all equipment detail, all contacts as well as output specific prospect information. [3] Reset Customer Groups This function allows you to reset the customer's in a telemarketing group once you are finished using the group. This allows the group to be reset so that the customer's can be grouped again in a different group. [4] Customer Group Selection This function allows you to create a customer group based on the criteria you select. By setting up a group, you are allowed to use the group for reporting purposes as well as for telemarketing group calling, either automatic or manual dialing. Telemarketing Daily Processing Menu 3-3
  4. 4. [5] Customer Group List This function allows you to print lists of the customer groups you have set up. This is useful if you are not using the automatic dialing feature of the Telemarketing System. [6] Telemarketing Group Calling This function allows you to use the automatic dialing feature of the telemarketing system to dial any group that you have selected. It also allows you to view all history, equipment and service agreement information for a prospect or customer. [7] Interval Group Calling This function allows you to call all customers who have not placed an order within the specified interval period set up on their Customer Master Screen. [8] Actions of Customer Calling This function allows you to see all actions that have taken place on any one of your customer calling groups. You may select particular actions or dates to see, for example, how may quotes have been generated on a particular day. [9] Current Telemarketing Activity This function allows you to oversee telemarketing activity to manage your telemarketing staff. It allows you to see the in and out times for each telemarketer, as well as the total calls, total appointments, total rejects, and the percentage of success. [10] Quote Entry for Prospects This function allows you to enter quotes for prospective customers. Based on the type of quote you have set up in the Maintenance section, you will either enter Job Quotes for Job Costing or Order Quotes for Order Entry. Chose one of these options to perform and reference that Manual Section for further help or explanation of that function. DBS 2000 3-4
  5. 5. THIS PAGE WAS INTENTIONALLY LEFT BLANK. Telemarketing Daily Processing Menu 3-5
  6. 6. PROSPECT INFORMATION MASTER [Tm] TELEMARKETING MANAGEMENT SYSTEM [ 3] TELEMARKETING DAILY PROCESSING MENU [ 2] PROSPECT INFORMATION MASTER DBS 2000 3-6
  7. 7. THIS PAGE WAS INTENTIONALLY LEFT BLANK. Prospect Information Master 3-7
  8. 8. Tm-3-2 PROSPECT INFORMATION MASTER Purpose: This function allows you to track prospect information. This includes contacts with this company or individual, unlimited lines of memos, a ctivity and categories of interest. This is the main prospect information screen where all history information is kept, as well as all of the contact information. Overview: In all of the Prospect Information Master fields, the following keys are used for these functions: Insert: Allows you to insert a line, activity, contact or interest category. Home: Sends you to the top of the memo, top of the list of activities, top of the list of contacts, or top of the list of interest areas. [Shift]Home: Sends you to the bottom of the memo, list of activities, list of contacts, or list of interest areas. Page Up: Scrolls the screen up in any of the categories you are in. Page Down: Sc rolls the screen down in any of the categories you are in. End: Sends you to the end of the line you are on. Delete: Deletes the line of memo, interest category, contact, or activity with the customer. F1: Allows you to leave a box that you are in. Often interchangeable with F4 only in this function. When they are interchangeable, it is noted in the manual. F5: Allows you to browse information similar to the other areas of the DBS2000 System. This function also acts as a means for entering telemarketing activity in the Contact field. By pressing [F5], you will enter the Activity Notes screen for this prospect. F6: This key has the following purposes in each box: Brw: In the Activity Box, F6 works to allow you to update the activity memos for the activity the cursor in on. Mmo: In the Memo Box, pressing F6 will expand the memo for the current customer to the full scale, allowing you to see the full memo on one screen, without having to scroll the DBS 2000 3-8
  9. 9. screen. Cnt: In the Contact Box, the F6 is used to see the full list of contacts on one full size screen. This is done by entering the Contract Box, then pressing [F6]. Int: The F6 function in the Interest Box allows you to see a full scale of the Interest Box. This is especially helpful to allow you to see all of the interest areas of the company, along with their disposition levels, all on one screen. Numeric Keys:In the ACTIVITY BOX and the ACTIVITY NOTES DETAIL BOX, if you press any alpha or numeric key on the keyboard, you will be given the option to choose the date whose activity you would like to see. This will move you to that date. This is especially helpful when you are looking through an extensive list for activity notes from a certain date. Keep these special functions in mind as you are using this system. These keys are helpful when moving in fields and boxes, allowing you to move more quickly, when entering and reviewing information to make the viewable information more complete and easy to read, and finally, when you are entering data, to insure you are entering data correctly. Access: Enter the Telemarketing System by pressing [T]m in the Top Level of the DBS2000 System. From there, press [3] to enter the Daily Processing Menu. Finally, press [2] to enter this function. Within the Prospect Information Master are five boxes of information. Each box pertains to a different area of information you wish to keep on the current prospect. In order to better organize the manual, it has been separated as per these boxes. They are: 1.) PROSPECTIVE MASTER - Includes information such as the customers name, address, lead type, etc. 2.) CONTACTS - Includes with whom you have made contacts within this company or household. Information included is extension, salutation, name, title, phone number and notes. 3.) MEMO - Allows you to enter an unlimited number of lines of memos about this prospect. 4.) ACTIVITY - This box contains information about the activity of this prospect. It includes activity type Prospect Information Master 3-9
  10. 10. (phone call, call scheduled, demo of products, etc.) and the date and time of activity. 5.) CATEGORIES - Contains information about what interests the customer holds in your products. It also allows you to classify their interest into user defined levels. ********************************************************** ****** When you press [2] and enter this system, you will forwarded into the system. When you press the above sequence of keys, you will be brought into a screen with the following question appearing on it: Change Group? Yes or No Only Enter [Y]es if you wish to change the telemarketing group from which you are going to call to make it different than what your user preferences are currently set at. If you do not wish to change, leave at [N]o. When you press the above sequence of keys, you will be brought into a screen with the following question appearing on it: Change Group? Yes or No Only Enter [Y]es if you wish to change the telemarketing group from which you are going to call to make it different than what your user preferences are currently set at. If you do not wish to change, leave at [N]o.e Name field of the Prospective Master will highlight to allow you to search for the Prospective Customer record you wish. The procedure is as follows: DBS 2000 3-10
  11. 11. PROSPECT SEARCH INFORMATION Name: AlphaNum <= 30 Enter the name of the prospect record you wish to retrieve or create if you are adding a new prospect to the system. Enter only the information that you are sure of. Because this is a matching field, you can enter only what you are sure of. If you enter any portion incorrectly, it will not find the information. If you do not know the name but wish to sort for the other fields, skip this field and enter find criteria into either of those fields. St#: AlphaNum <= 10 Enter into this field in combination with the address field a street address number if you know it. This field is not an indexed search by itself and must be used in conjunction with the next field. Addr: AlphaNum <= 30 Enter into this field address information on which you wish to have the system do a search by. You can enter up to 30 characters of information. However, remember that it is a string search and will only find exact matches up to the point of entry. Therefore, it is always better to enter too little versus too much. Less information may give you several to choose from but this is better than not finding any matches. City: AlphaNum <= 20 Enter the city of the prospect. If you do not know the city, leave this field blank and enter information into either of the other two find fields. Because this is a match field, enter only what you are sure of, otherwise it will not find the information. Pros #: If you are seeking to find a particular prospect, enter the prospect number of the prospect. If you are entering a new prospect into the system, you do not need to enter a prospect number into this field. The system will assign one to it. This is the tertiary sort criteria. Once you enter data in these fields, or simply press [Enter] in them, the system will review it's database for the Prospect you were seeking. By entering the above information one of two situations will occur. Prospect Information Master 3-11
  12. 12. 1. The current prospect record will be retrieved from the database. 2. If there was no prospect to match the information you entered, you will be prompted with the following message: No prospect was found that met that criteria. Would you like to add one? Y By entering [Y]es you will create a new prospect file for that prospect. In doing this, the system will highlight all of the fields (with the exception of the Pros # field) in the PROSPECTIVE MASTER BOX. You will need to enter the information into those boxes. See the section below on Adding a Prospective Customer Record for entry information into each of the fields. If you enter [N]o to this question, you will be returned to the Name field to enter the information again. If you have retrieved a current prospect file, you will be given a strip menu with the following options to perform. Each performs a special function. Some of these options are options that have been used repetitiously throughout the DBS2000 System. Others are completely new to you. And still others are functions that have been used before, but they now have new or more functions. For these reasons, all of the purposes of each function are listed below. Also, all of the fields of this function are listed under how to Add to Prospective Customer Record. The functions of the Strip Menu are: Nxt: By pressing [N]xt in the Strip Menu, the next prospect record in alphabetical order by prospect name will display. If there is not a next record, a message stating that will appear. REMEMBER! This is the next prospect only for the current telemarketer. This is not for all telemarketers. The group Id set up in User Maintenance determines what telemarketing group that telemarketer belongs to. This is to prevent one telemarketer from seeing other telemarketer's leads. If you wish to have all telemarketers see all leads, set up each user with a group id the same as your Company Code in Company Maintenance. This will then allow each user to see all prospects. Prv: By pressing [P]rv in the Strip Menu, the previous prospect record in DBS 2000 3-12
  13. 13. reverse alphabetical order by prospect name will display. If there is not a next record, a message stating this will appear. REMEMBER! This is the previous prospect only for the current telemarketer. This is not for all telemarketers. You will only see the prospects in that telemarketers group. Upd: This function allows you to update the information in the Prospective Master box on the screen for the current customer. All fields (with the exception of the Pros #) will highlight allowing you to update any of the information. See the section on Adding a customer record for entry information. Go: Allows you to use the find criteria screen described at the beginning of this manual section. This function operates exactly like the Go function of the Customer Master System. It will allow you to return to the Prospective Master Box to enter a Name Address and Prospect Number for the system to do a Prospect search to find a match for the information you entered in these boxes. REMEMBER! Do not enter any more information than what you are sure of. If the spelling of a name or address is unsure to you, do not enter anything you are unsure of. This will cause the system to not find a match, instead of giving you a list of all of the Prospective Customers who meet the minimal criteria you specified. If you have entered information that does not match an existing Prospect, you will be prompted as to whether you wish to add one. If you enter [Y]es, the system will place you into the Add function and will place the find criteria you entered into the appropriate fields. Add: This function allows you to add a new prospect file to the system. This file is completely separate from the current file. It is as if you had entered the new prospect name and address in the find screen at the beginning. By pressing [A] in this Strip Menu you will be brought into the first field of the PROSPECTIVE MASTER BOX in this function. The fields are as follows: FName: AlphaNum <= 20 Enter the customer's first name if it is a person. For business customers, leave this field blank. Do not break up a company name in the first and last name fields. Name: AlphaNum <= 25 Prospect Information Master 3-13
  14. 14. Enter the customer's last name or for business customers, enter the full business name in this field. St#: AlphaNum <= 10 Enter the street number address for this customer. It is important to put into this field the street number and direction (i.e. 130 W. from the address 130 W. Main Street). By doing this, it allows the user to look up the customer by the street which they are located on. Addr: AlphaNum <= 63 Enter up to two lines of address information for this customer. City: AlphaNum <= 20 Enter the city in which this customer is located or press [F5] to browse the available cities. St: Alpha <= 2 Enter the two digit state abbreviation for the customer's state. Zip: AlphaNum 5 or 9 Enter the customer's 5 or 9 digit zip code. DBS 2000 3-14
  15. 15. Tel: Numeric = 10 Enter the customer's area code and phone number. Fax: Numeric = 10 Enter the customer's fax number including area code. Lead: AlphaNum <= 4 Enter the customer's lead code or press [F5] to browse the choices of lead codes set up. Type: AlphaNum <= 4 Enter the customer type you wish to tie to this customer. If you are not sure of your options, press [F5] to browse the customer types. Sls: AlphaNum <= 4 Enter the salesperson code that you wish to tie to this customer. If you are not sure of your options, press [F5] to browse the salesperson codes. CB: Information Only This field displays the last person who entered ac tivity in against this customer. Sz: AlphaNum <= 4 Enter the company size. Tr: AlphaNum <= 4 Enter the territory code tied to this customer. Cust #: Information Only This field displays the customer's customer number. NCD: Date = 6 Enter the next call date that you wish to call this customer. Prospect Information Master 3-15
  16. 16. This field is updated as you enter activity for this customer. LCD: Date = 6 Enter in this field the last call date for this customer. This field is automatically updated when you enter activity for this customer. List: Numeric <= 3 This field should include the mailing list number for the telemarketing group that you are using. Normally this is updated by telemarketing activity. Status: AlphaNum <= 8 This field displays the status of this customer as a result of telemarketing activity updates. When you press [Enter] in the last field or [F1] in any field, your entries will be accepted and you will return to the strip menu to make another selection. Otp: This option is available only after you have selected a record. When you have a customer record on your screen and select this option, you will be given the following options: 1. No Output. To opt not to print anything, select #1. 2. Print Big Label. This option will print the large size m a i l i n g labels that normally have a return address at the top. They are approxim atel y 4" X 3" in diameter. 3. Print Envelope. This option allows you to print an DBS 2000 3-16
  17. 17. envelope. 4. Print Small Label. This option allows you to print a 1" X 3" address label. 5. Customer Info. This option prints out t h e h e a d e r information only. This includes: -Message -Prospect Name -Address -City -State -Zip -Prospect Number -Lead Type -Prospect Type -Company Size -Phone Number -Fax Number -Country -Next Call Date -Last Call Date 6. All Customer Info. Prints all information displayed on screen. 7. Activity of Customer. Prints all screen information, contacts and activity of contacts, including: -Mail Merge Flag Information -Salutations -First and Last Name -Title -Telephone Number -Note -All Memos Activity Information including: -Activity type -Date of activity -Time of activity Interest Information including: Prospect Information Master 3-17
  18. 18. -Areas of interest -Level of Interest Tel: This option is used for automatic dialing of telephone when interfaced with telemarketing. The options that appear are as follows: Dial Phone: This option will perform the automatic phone dial either off of the aux port on the terminal or PC or the designated port in that user's preferences. Hangup Phone: This option allows you to disconnect the phone call. Close Call: This option allows you to close the phone call and complete the closing procedure as set up in the Sales Lead Control File. Sales Lead: This option takes you into the sales lead detail file to enter the sales lead information. It is designed for leads in which a salesperson will need to call the customer back. Eqp: This option allows you to enter the customer equipment information. There are two fields. The customer equipment information is used to enter brief equipment classification information for marketing and reporting. The Equipment Types are set up in T-2-8. Memo: Enter unlimited lines of memo information for this customer. Cnt: Press [C]ontact to enter contact information or to scroll through contacts on your screen. This is also how you can enter contact activity without having to go through the telemarketing dialing routine for this customer. If you wish to enter customer activity, press [C]nt to put you into the contact section of the screen. The fields of information you need to enter for each contact are as follows: MM: AlphaNum <= 2 If there is a mailing flag for the contact you are adding, enter DBS 2000 3-18
  19. 19. it in this field. By entering a [*] or another character of your choice this contact will be the addressee when a mass mailer is done by your company and sent to this prospect. You may have more than one contact flagged, allowing multiple mailers to be sent to the same prospect, but different contacts. Salut: AlphaNum <= 5 Enter the contacts salutation. Example: Mr., Mrs., Ms., Dr., Father, etc. F-name: AlphaNum <= 10 Enter the first name of this contact at the Prospects Company or household. L-name: AlphaNum <= 12 Enter the last name of this contact. The system will not allow you to continue to the next contact unless you enter a last name. It is used for indexing the contacts. Title: AlphaNum <= 10 Enter the title this contact has in the company. Examples: President, Treasurer, Bookkeeper, Accountant, Secretary, etc. Telephone: Numeric = 10 Enter this contacts telephone number if and only if his/her telephone number is different than the companies. If this person only has a given extension, that can be entered in the Note field. This is especially important if the contact has a personal line or different number than the company number. If you wish, you may enter a pager number in this field. Then, in the next field, enter a memo reminded yourself that this is a pager number. Note: AlphaNum <= 18 Enter any brief note you wish to add for this contact. Examples: If the telephone number is the contacts car phone or pager number, this message could be entered, or an extension, the persons disposition, etc. Prospect Information Master 3-19
  20. 20. If you wish to enter activity, highlight the contact you wish to enter activity against. When that contact is highlighted, press [F5]. This will bring up the Activity Notes Detail screen and will give you the ability to enter the following fields of information. Type: AlphaNum <= 4 Enter the type of activity you wish to assign. Press [F5] to see your list of activities that are set up. Time: Numeric <= 2.2 This field allows you to track time against activities if this applies to you. It is not a mandatory field but could be used, for example, to see how long it takes you to close a deal with a customer. Activity Notes: AlphaNum <= Unlimited By entering information into those fields, you will then be placed in the Activity Notes. This section allows you to enter unlimited lines of activity notes for this customer. When you are through press [F1] and you will be prompted: Next Call Date: AlphaNum <= 2 Into this field, you need to enter the next call date for this customer. This is used to fill in the NCD field of the customer. It should be entered in terms of a number and a term. For Example: To enter one day, [1D], for 2 months, [2M], for three years [3Y], etc. The system will then calculate the actual date and place that in the NCD field. If you wish to change that date, you may do so by updating the customer file with the date you wish to change it to. Int: This function allows you to enter areas of interest that apply to the customer for solicitation of new business from them. There are three fields of information. They are as follows: Category: AlphaNum <= 8 Enter the category of interest they have. These are defaulted from the set up of T-2-3. If you are not sure of your options, press [F5] to browse. DBS 2000 3-20
  21. 21. Status: AlphaNum <= 2 Enter the status of this prospect concerning this category. These levels are user defined, set up in the Setup Menu of this function. For example: You may wish to set up levels of: Level 1 = made initial contact on category Level 2 = sent flyer about category Level 3 = received response to flier Level 4 = customer requested demo/sample Level 5 = presented demo Level 6 = set meeting to discuss price Level 7 = met and gave proposal Level 8 = Approved initial proposal Level 9 = Set final meeting Level 10 = Signed contract to purchase This is just an example of how you could set up your categories. It is up to you how you wish to set up your own. Date: Date = 6 Enter any date information you wish to record regarding this area of interest. For Example: The date in which initial interest was displayed. By pressing [Enter] in the last field, you will be returned to the strip menu. Site: This option allows you to enter up to 6 lines of user defined information. The labels on these fields are defined in the Sales Lead Control File (T- 2-5). This option also allows you to enter the following fields of information: Message: AlphaNum <= 19 This message will display when a telemarketer places a call to this customer. It is designed to prompt that person for any special message they may need to deliver. User Defined Fields: AlphaNum <= 90 Into these fields, enter the user defined information. Prospect Information Master 3-21
  22. 22. Exp: Date = 6 If you wish this lead to expire, enter an expiration date into this field. This can be used as a part of the purging process. Brw: This function gives you the full Activity Notes Detail Screen. In this screen the following information is offered: - Activity Type - Date of Activity - Time of Activity - Contact Person with whom Activity took place - Full notes of the Activity The [Page Up] and [Page Down] keys allow you to move up and down the list of Activity Note Details. Pressing the [Arrow Right] and [Arrow Left] will resort the activities by activity code or by date. The default is by date. Some of the function keys have specific uses within this screen. They are as follows: F1 Allows you to accept any updates you do or leave this function. F5 If you would like to update the user who entered the information, press the [F5]. It will allow you to enter the user id, enter time information or change the activity date. This changes it within the system so make sure you wish to do it before you actually enter the information. F6 The [F6] allows you to select a starting date for activities and list the types of activities you wish to see. This could be used to segregate certain types of activities for a specific need (i.e. collections, sales, etc.). F7 Works as a print screen. F12 The [F12] key will allow you to update the line you are on. Look: Works similar to the Go function. The look function allows you to do a search for a specific contact by either or both first and/or last name. This is especially helpful when contacts call you and leave a message, but do not leave the company name with whom they are with. By entering a name, either first, last, or both, the system will find the closest match to that entry and display the Customer Master DBS 2000 3-22
  23. 23. Information about them. If there is more than one Contact who meets the criteria you have entered, you will be given a browse of all of the Contacts who meet the given criteria. Quot: This option will transfer you into either job quotes, service quotes or order entry quotes, depending upon which type is set up in the Sales Lead Control File. This allows you to enter a quote for the displayed customer. eXit: This function allows you to leave the Customer Information Master and return to the Telemarketing Daily Processing Menu. Prospect Information Master 3-23
  24. 24. CUSTOMER INFORMATION MASTER [Tm] TELEMARKETING SYSTEM [3] T/M DAILY PROCESSING MENU [3] CUSTOMER INFORMATION MASTER DBS 2000 3-24
  25. 25. THIS PAGE WAS INTENTIONALLY LEFT BLANK. Customer Information Master 3-25
  26. 26. Tm-3-3 CUSTOMER INFORMATION MASTER Purpose: Similar to the prospect information master, this function allows you to access customer information including na me and address as well as contacts, equipment, memos, and customer activity notes. When a prospect is converted to a customer, all information that was entered as activity under the prospect are converted to this file. Access: Enter the Telemarketing System by pressing [T]m in the Top Menu Level of the DBS2000 System. From the Main Telemarketing Menu, press [3] to enter the Daily Processing Menu. Finally, within the Daily Processing Menu, choose [3] to enter the CUSTOMER INFORMATION MASTER Function. By pressing this sequence of keys, the Customer Information Master will display. This is the same customer data record that you access when you enter through the C-3 menu or through R-2-2. It is simply another version of that information. The strip menu will display with the following options within it. This strip menu will allow you to modify and add information to this record. The option of this menu are: Nxt: This option allows you to display the next customer record sorted by customer number. Prv: This option allows you to display the previous customer record sorted by customer number. Upd: This option allows you to update the customer header information that is displayed in the top box. This will update the main customer file which is the same one that is accessed through Customer and Receivables. DBS 2000 3-26
  27. 27. Go: This function allows you to look up a customer by their name, address, city or customer number. If you enter criteria that matches multiple records, it will display all records that match and allow you to chose the one that you want. If there is only one that matches your criteria, it will be brought up directly. Ad: This function allows you to add a new customer record to the system. The fields of entry are as follows: First: AlphaNum <= 20 Enter the customer's first name if it is a person. For business customers, leave this field blank. Do not break up a company name in the first and last name fields. Last: AlphaNum <= 25 Enter the customer's last name or for business customers, enter the full business name in this field. St#: AlphaNum <= 10 Enter the street number address for this customer. It is important to put into this field the street number and direction (i.e. 130 W. from the address 130 W. Main Street). By doing this, it allows the user to look up the customer by the street which they are located on. Address: AlphaNum <= 63 Enter up to two lines of address information for this customer. City: AlphaNum <= 20 Enter the city in which this customer is located or press [F5] to browse the available cities. Customer Information Master 3-27
  28. 28. St: Alpha <= 2 Enter the two digit state abbreviation for the customer's state. Zip: AlphaNum 5 or 9 Enter the customer's 5 or 9 digit zip code. Tel: Numeric = 10 Enter the customer's area code and phone number. Fax: Numeric = 10 Enter the customer's fax number including area code. Lead: AlphaNum <= 4 Enter the customer's lead code or press [F5] to browse the choices of lead codes set up. Type: AlphaNum <= 4 Enter the customer type you wish to tie to this customer. If you are not sure of your options, press [F5] to browse the customer types. Sls: AlphaNum <= 4 Enter the salesperson code that you wish to tie to this customer. If you are not sure of your options, press [F5] to browse the salesperson codes. CB: Information Only This field displays the last person who entered activity in against this customer. Sz: AlphaNum <= 4 Enter the company size. Tr: AlphaNum <= 4 Enter the territory code tied to this customer. DBS 2000 3-28
  29. 29. Cust #: Information Only This field displays the customer's customer number. NCD: Date = 6 Enter the next call date that you wish to call this customer. This field is updated as you enter activity for this customer. LCD: Date = 6 Enter in this field the last call date for this customer. This field is automatically updated when you enter activity for this customer. List: Numeric <= 3 This field should include the mailing list number for the telemarketing group that you are using. Normally this is updated by telemarketing activity. Status: AlphaNum <= 8 This field displays the status of this customer as a result of telemarketing activity updates. When you press [Enter] in the last field or [F1] in any field, your entries will be accepted and you will return to the strip menu to make another selection. Otp: This option is available only after you have selected a record. When you have a customer record on your screen and select this option, you will be given the following options: 1. No Output. To opt not to print anything, select #1. 2. Print Big Label. This option will print the large size m a i l i n g labels that normally have a return address at Customer Information Master 3-29
  30. 30. the top. They are approximatel y 4" X 3" in diameter. 3. Print Envelope. This option allows you to print an envelope. 4. Print Small Label. This option allows you to print a 1" X 3" address label. 5. Customer Info. This option prints out t h e h e a d e r information only. 6. All Customer Info. Prints all information displayed on screen. 7. Activity of Customer. Prints all screen information, contacts and activity of contacts. Tel: This option is used for automatic dialing of telephone when interfaced with telemarketing. The options that appear are as follows: Dial Phone: This option will perform the automatic phone dial either off of the aux port on the terminal or PC or the designated port in that user's preferences. Hangup Phone: This option allows you to disconnect the phone call. Close Call: This option allows you to close the phone call and complete the closing procedure as set up in the Sales Lead Control File. Sales Lead: This option takes you into the sales lead detail file to enter the sales lead information. It is designed for leads in which a salesperson will need to call the customer back. Eqp: This option allows you to enter the customer equipment information. DBS 2000 3-30
  31. 31. There are two fields. The customer equipment information is used to enter brief equipment classification information for marketing and reporting. The Equipment Types are set up in T-2-8. Memo: Enter unlimited lines of memo information for this customer. Cnt: Press [C]ontact to enter contact information or to scroll through contacts on your screen. This is also how you can enter contact activity without having to go through the telemarketing dialing routine for this customer. If you wish to enter customer activity, press [C]nt to put you into the contact section of the screen. Highlight the contact you wish to enter activity against. When that contact is highlighted, press [F5]. This will bring up the Activity Notes Detail screen and will give you the ability to enter the following fields of information. Type: AlphaNum <= 4 Enter the type of activity you wish to assign. Press [F5] to see your list of activities that are set up. Time: Numeric <= 2.2 This field allows you to track time against activities if this applies to you. It is not a mandatory field but could be used, for example, to see how long it takes you to close a deal with a customer. Activity Notes: AlphaNum <= Unlimited By entering information into those fields, you will then be placed in the Activity Notes. This section allows you to enter unlimited lines of activity notes for this customer. When you are through press [F1] and you will be prompted: Customer Information Master 3-31
  32. 32. Next Call Date: AlphaNum <= 2 Into this field, you need to enter the next call date for this customer. This is used to fill in the NCD field of the customer. It should be entered in terms of a number and a term. For Example: To enter one day, [1D], for 2 months, [2M], for three years [3Y], etc. The system will then calculate the actual date and place that in the NCD field. If you wish to change that date, you may do so by updating the customer file with the date you wish to change it to. Int: This function allows you to enter areas of interest that apply to the customer for solicitation of new business from them. There are three fields of information. They are as follows: Category: AlphaNum <= 8 Enter the category of interest they have. These are defaulted from the set up of T-2-3. If you are not sure of your options, press [F5] to browse. Status: AlphaNum <= 2 Enter the status of this prospect concerning this category. These levels are user defined, set up in the Setup Menu of this function. For example: You may wish to set up levels of: Level 1 = made initial contact on category Level 2 = sent flyer about category Level 3 = received response to flier Level 4 = customer requested demo/sample Level 5 = presented demo Level 6 = set meeting to discuss price Level 7 = met and gave proposal Level 8 = Approved initial proposal Level 9 = Set final meeting Level 10 = Signed contract to purchase This is just an example of how you could set up your categories. It is up to you how you wish to set up your own. Date: Date = 6 Enter any date information you wish to record regarding this DBS 2000 3-32
  33. 33. area of interest. For Example: The date in which initial interest was displayed. By pressing [Enter] in the last field, you will be returned to the strip menu. Site: This option allows you to enter up to 6 lines of user defined information. The labels on these fields are defined in the Sales Lead Control File (T- 2-5). This option also allows you to enter the following fields of information: Message: AlphaNum <= 19 This message will display when a telemarketer places a call to this customer. It is designed to prompt that person for any special message they may need to deliver. User Defined Fields: AlphaNum <= 90 Into these fields, enter the user defined information. Exp: Date = 6 If you wish this lead to expire, enter an expiration date into this field. This can be used as a part of the purging process. Brw: This function gives you the full Activity Notes Detail Screen. In this screen the following information is offered: - Activity Type - Date of Activity - Time of Activity - Contact Person with whom Activity took place - Full notes of the Activity The [Page Up] and [Page Down] keys allow you to move up and down the list of Activity Note Details. Pressing the [Arrow Right] and [Arrow Left] will resort the activities by activity code or by date. The default is by date. Some of the function keys have specific uses within this screen. They are as follows: F1 Allows you to accept any updates you do or leave this function. Customer Information Master 3-33
  34. 34. F5 If you would like to update the user who entered the information, press the [F5]. It will allow you to enter the user id, enter time information or change the activity date. This changes it within the system so make sure you wish to do it before you actually enter the information. F6 The [F6] allows you to select a starting date for activities and list the types of activities you wish to see. This could be used to segregate certain types of activities for a specific need (i.e. collections, sales, etc.). F7 Works as a print screen. F12 The [F12] key will allow you to update the line you are on. Look: Works similar to the Go function. The look function allows you to do a search for a specific contact by either or both first and/or last name. This is especially helpful when contacts call you and leave a message, but do not leave the company name with whom they are with. By entering a name, either first, last, or both, the system will find the closest match to that entry and display the Customer Master Information about them. If there is more than one Contact who meets the criteria you have entered, you will be given a browse of all of the Contacts who meet the given criteria. Quot: This option will transfer you into either job quotes, service quotes or order entry quotes, depending upon which type is set up in the Customer Master Control File. This allows you to enter a quote for the displayed customer. eXit: This function allows you to leave the Customer Information Master and return to the Telemarketing Daily Processing Menu. DBS 2000 3-34
  35. 35. THIS PAGE WAS INTENTIONALLY LEFT BLANK. Customer Information Master 3-35
  36. 36. PROSPECT GROUP CALLING [Tm] Telemarketing Management System [ 3] T/M Daily Processing Menu [ 4] Prospect Group Calling DBS 2000 3-36
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  38. 38. Tm-3-4 PROSPECT GROUP CALLING Purpose: Allows you to do a telemarketing session only with a specified group of prospective customers. The group is a group selected in the Customer Group Selection Function. Access: Enter the Telemarketing System by pressing [T]m in the Top Menu Level of the DBS2000 System. From there, press [3] to enter the Daily Processing Menu. Finally, press [4] to begin a PROSPECT GROUP CALLING session. When you press the above sequence of keys, you will be brought into a screen with the following question appearing on it: Change Group? Yes or No Only Enter [Y]es if you wish to change the telemarketing group from which you are going to call to make it different than what your user preferences are currently set at. If you do not wish to change, leave at [N]o. Group Number? 0 Enter the telemarketing group you wish to call from. These should have already been generated through T-4-7 Telemarketing Group Selection. If you do not wish to call from a group, leave this 0 and it will then prompt you for the prospects you wish to call on. If you enter a group, you will be prompted: Searching This will take a while. When the system is through with it's search, the first record in the specified customer group will appear. Information included is the same information that is displayed in the Prospect Master. You will be given the first prospect in that group with the basic strip menu that is the same as in telemarketing. For usage information on any of the functions that are not unique to this function, see manual section T-3-2 for a full explanation. When you are through with the entire group of prospects the system will return you to the Daily Processing Menu where you may choose another DBS 2000 3-38
  39. 39. group to call or one of the other functions of this menu. Prospect Group Calling 3-39
  40. 40. CUSTOMER GROUP CALLING [Tm] TELEMARKETING SYSTEM [ 3] T/M DAILY PROCESSING MENU [ 5] CUSTOMER GROUP CALLING DBS 2000 3-40
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  42. 42. Tm-3-5 CUSTOMER GROUP CALLING Purpose: Allows you to select the group of customers who are regular customers who you have selected into a calling group. Access: Enter the Telemarketing System by pressing [T]m in the Top Menu Level of the DBS2000 System. From there, press [3] to enter the Daily Processing Menu. Within the Daily Processing Menu, select [5] to run the CUSTOMER GROUP CALLING Function. The fields in this function are the same fields that appear in function Tm-3-2. See that manual section for information concerning those fields. The customer's whose records are a part of this group are all customer's who interval date is less than today's date. Having this feature is especially helpful in contacting customer's whose regular order has not come in yet. Often these customer's may go to different companies for their products just to try another company, but with a close watch over these accounts, the customer is made to feel important and not just another account and you continue to get the business of this customer. For instructions on any of the Strip Menu Functions in this function, see manual section Tm-3-2. DBS 2000 3-42
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  44. 44. CURRENT TELEMARKETING ACTIVITY [Tm] TELEMARKETING SYSTEM [ 3] T/M DAILY PROCESSING MENU [ 9] CURRENT TELEMARKETING ACTIVITY DBS 2000 3-44
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  46. 46. Tm-3-9 CURRENT TELEMARKETING ACTIVITY Purpose: This function is a management function to allow telemarketing managers to see what the results thus far of today's telemarketing sessions are for each telemarketer. The numbers that appear in the fields for each call type are the dollar amounts that telemarketer has received of good calls (the telemarketer is awarded a certain amount for each successful call). This is very useful to managers to see how each telemarketer is doing at any given time during the telemarketing session. Access: Enter the Telemarketing System by pressing [T]m in the Top Menu Level of the DBS2000 System. From there, press [3] to enter the Daily Processing Menu. Finally, press [9] to run the CURRENT TELEMARKETING ACTIVITY Function. When you enter this function you will be prompted for which date of activity you wish to see with the default for today's date. Enter the date you wish to see and the following will display. The information provided in this function is up to the minute information. It shows all activity that has taken place during the current day. This information is only for quick checks of the telemarketers each day. The information provided in this function is as follows: User: Display Only This is the user id of the telemarketer whose statistics are along side of it. In: Display Only The time this date this telemarketer logged on to the telemarketing system and made his/her first call. Out: Display Only The time this date this telemarketer ended his/her telemarketing session. Total: Display Only DBS 2000 3-46
  47. 47. Total number of calls made during this session by this telemarketer. Calls: Display Only Number (in a dollar amount set up in T/M Setup Menu) of telephone calls that resulted in Service Calls. Reject: Display Only Number of calls that were reject calls. App: Display Only The number of appointments (in a dollar value) that this telemarketer has schedules during his/her telemarketing session. App/Calls: Display Only Number of appointments to calls in a percentage amount. In this function you may Page Up and Page Down through the telemarketers but you may not make any updates or changes to the records. These are statistics and are not to be changed except by the activity of the telemarketer. To leave this function, select [F4] to leave this function. Current Telemarketing Activity 3-47
  48. 48. QUOTE ENTRY FOR PROSPECTS [Tm] TELEMARKETING SYSTEM [ 3] T/M DAILY PROCESSING MENU [10] QUOTE ENTRY FOR PROSPECTS DBS 2000 3-48
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  50. 50. Tm-3-10 QUOTE ENTRY FOR PROSPECTS Purpose: This function allows you to utilize the quoting functions of either job quotes, order quotes or service quotes for prospects. When a quote is entered for a prospect, and when it is converted to an order (either service or normal) or into a job, it will then automatically convert the prospect to a customer. Access: Enter the Telemarketing System by pressing [T]m in the Top Menu Level of the DBS2000 System. From there, press [3] to enter the Daily Processing Menu. Finally, press [10] to run the QUOTE ENTRY FOR PROSPECTS Function. Overview: The fields of this function will coordinate with whichever quote option is selected in the Sales Lead Control File. For specific information on each type of quotes, see the respective manuals. For Job Quotes, see the Job Costing Management manual. For Service Quotes, see the Service Order Manual. For the Order Entry quotes, see the Order Entry Manual. DBS 2000 3-50
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