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SRM stands for Social Relationship Management. Sales SRM itself is a module designed for managing and improve your company’s relationships and interactions with customers and potential customers. Sales reps can easily find the most accurate, up-to-date information needed to properly follow up or close a deals.
Contact is define as information on people that communicate with your enterprise. You can add new contact, edit contact details information, merge contact, block and unblock contact, delete contact.
Create New Contact
Creating a contact is a very easy and fast process that can be created at any time. You can add a contact by using “+New Contact” button or using import contact from CSV. If you will create a manual contact, you simply open the contact module then in the upper right corner, you can click +new contact button. Then, you will see a blank form to add new contact. Enter the information required fields such as first name and email.
First name of the Customer.
Last name of the Customer.
Email address of the Customer (must be email-formatted e.g firstname.lastname@example.org).
Phone Number of the Customer (You can fill in the phone number with max. 13 digits).
The company that the contact is linked to. Enter the company name, select the company from a suggestion.
In situations where you want to import contacts to third-party system (for example, 3Dolphins Sales SRM system) from a Sitecore or where you have purchased a list of new contact from a marketing company, you can import these contacts from a CSV file directly into a list contact of 3Dolphins Sales SRM by clicking “Import Contact From CSV” button.
In the import contacts windows, you can view and download a sample file csv by clicking “sample file” button or click “Upload File” for upload a CSV file. You can import only one file at a time. If you want to upload a different file, you must click “Delete” to delete the file that is ready for upload.
If you tick “merge duplicate contact” it’s mean new Contacts with identical Email or phone number on existing contact will be merged as one contact. Click “Import” button when the file that is ready for upload.
Once you create a contact or import a contact, you can associating a contact record to other module, such as companies and deals. It allows you to track relationships between contacts and companies or deals and allows synchronization of relevant activities between related modules.
In the left corner of the contact detail page, you can see contact info such as name, email and phone. In this section you can edit company info, maybe it’s because you will add another email, phone or other problems.
You can edit the company info by clicking “Contact” to navigate to the Contact page. Select and click contact, then you will see a detail information of contact. In the contact info section, click the Edit button (pencil icon). Then change the contact info as needed. Click “Edit Contact” button when finished and you can see the contact info change log in the changelog tab.
Switch and Unlink Companies
From your contact detail view, in the company section you can edit link the deal to another company by clicking on the more options (three dots) and selecting the “Switch Company” option found there.
Then, you will see a pop-up to switch company. Type the company name in the field which has been provided, then you will see a suggestion company according to the entered keywords, select and click the company to which the deal will be linked.
To be un-linked company in the contact, in the company info section click on more options (three dots) and selecting the “unlink company” option found there. Then, you will be prompts to confirm the unlink request, click ‘Yes‘ to continue unlinking the company to the contact or you can click ‘No‘ to return to the Contact detail.
Create a deal when a contact takes an action that could lead to revenue. When created, a deal record should be associated with the contacts and companies that are involved with the deal. For example, when you’re interacting with someone through their contact record via call or email, you may want to create a deal when there is an opportunity for potential revenue. In the Open detail section, click the “Plus” button. Then, the “Create New Deal” window will open.
Listed below are standard fields used to create new deals. You’ll be asked to populate information for these fields whenever you create a new deal.
|Deal Name||This is the name of your deal, it will appear on the deal card in your pipeline. You’ll want to provide a short, but descriptive title for each of your deals.|
|Value||The default currency is IDR. The discounts and quantity product to be applied are auto-calculated to arrive at the correct deal value.|
|Add Product||You can add products to every deal you make. By default, when you add products, you can enter quantity and product discounts.
To add product, type either the product in the add product field. As you type, we’ll display a list of suggested product that you can associate with this deal.
|Contact Person||Contact Information are important during the conversion of a deal. The Contact Person is the name of the individual that the deal relates to.
Contact person field will automatically be filled according to the selected contact.
|Company||Is the name of the business that the company on the deal is associated with. With company info, you can capture and store information about the businesses you work with in one place.
When creating a new deal in your pipeline, you will be asked to provide the company info. As you type, we’ll display a list of options that you can choose from.
|Pipeline||A pipeline is a defined set of stages for a sales process. You can change the pipeline that the deal is in by clicking the “Pipeline” dropdown and clicking a different pipeline.|
|Stage||A stage is a step in your sales process. You can select the stage the deal will be in by clicking the “Stage” dropdown and clicking a different option.|
|Expected Closed Date||The expected close date is the date you estimate the deal will be closed.|
|User Access||The user access is an account user who has permission to view your pipeline.|
After successfully adding deal, they will appear in the Open deal section and will record on the timeline tab.
Set Contact as VIP
If contact marked as VIP, new message from that contact will be automatically marked as priority and will skip the queue if any. In the upper right corner of Contact detail, click “Action” button and select “Set As VIP” option. Then, the contact will be marked as VIP.
Block and Unblock Contact
Similarly, block and unblock contacts on the customer contact menu on the customer service module, on the Contact menu on the sales activity module you can do the same. And when a customer contact is blocked via the customer support or customer contact page, on the contact page on the sales activity, the contact will be marked as blocked.
Vice versa, when you block customer contact via the Contact page on the Sales Activity module, the contact has been blocked will move to the blocked tab. If you get message from customer that has been blocked, message will appears in the blocked ticket list of supervisor.
Select and click contact that you want to block, In the upper right corner of Contact detail, click “Action” button and select “Block Contact” option. Then, you will be prompts to confirm the block request, click ‘Yes‘ to proceed block contact or you can click ‘No‘ to return to the detail contact.
Then the contact will be marked as blocked. To unblocked contact has been blocked, in the upper right corner of Contact detail, click “Action” button and select “Unblock Contact” option. Then, you will be prompts to confirm the Unblock request, click ‘Yes‘ to proceed unblock contact or you can click ‘No‘ to return to the detail contact.
From time to time, you may find that you have a duplicate Contact or other issues and need to merge them. For example, When your contact has identical entries (same person with same number or e-mail) saved multiple times in the contacts list, removing all the duplicate entries from the list becomes necessary. Such process is sometimes also referred to as merging the contacts, the process is shown below.
Go to the Contact page for either of the contact you wish to merge together.
In the upper right corner of Contact detail, click “Action” button and select “Merge Contact” option.
Then, in the pop up of merge contact, you can search contact based on ‘contact name‘ and tick contact then click “Merge” button.
After contact successfully merged, social data and contact info of both contact will be preserved in the result contact.
Notes are crucial for sales, the Notes tab on the contact details page allows you to type any text you want to add to the contact. For example, when you call a prospect regarding a deal, you may not remember everything they said during the call, the notes feature can make it easier for you to note down every important point your client mentions in the sales call.
The notes that have been successfully added will be entered on the timeline tab and in this tab you can edit or delete notes that have been previously added.
Tasks are to-do items that you can create for your deals. From the contact page, locate the contact you wish to create a task for. Click the contact to open it, the contact details page will open and click “Task” tab. A create task modal will appear.
Type the name of the task into the field provided.
This space allows you to provide a short summary and important information about the Task.
High priority is to make a responsible person understand that this task is important and needs to be completed as soon as possible. By default, every task created has a low priority. However, if you want to mark the task as high priority, just activate this option.
Allows you to add estimated time required for each task.
A way of notifying you about upcoming due dates on tasks.
You can add tasks based on customers ticket by inputting keyword based on ‘customer name’ or ‘ticket number’.
You can add a person who will work on a task and will be responsible for its implementation such as start task, edit task and finish task.
You can add users that can help the Responsible person to finish the task if it’s needed. They can perform the same actions as the responsible person.
You can add users that can observe the work on the task, leave comments, get notifications, but can’t participate in the work on this task, such as start task, edit task and finish task (observers can only view the task).
Task checklist is a type of ‘to do list‘, which helps to ensure consistency and completeness in carrying out a task. To create a checklist, click toggle dropdown ‘Checklist‘ when adding a new task. You can create an unlimited a checklists. To create another checklist, click the plus button, or you can delete a checklist item by clicking the delete button.
Click “Add Task” button when finished and you can see the task created in the timeline tab. To view task details, edit tasks, start tasks, delete tasks, add comments on tasks or other problem, you can click the task name on the timeline tab. To see detailed information about a task, you can see it on the “Task Management” page.
It is sometimes necessary to remove a Contact from a system when it is no longer needed.
In the contact page, select and click the contact and you will see a detail information of contact, in the upper right corner click the “Action” button and select “Delete Contact”. Then, you will be prompts to confirm the delete request, click ‘Yes‘ to proceed remove contact or you can click ‘No‘ to return to the detail contact.