Contents

Introduction……………………………………………………………………………… 2
Login……………………………………………………………………………………… 2
Main Screen……………………………………………………………………… ……… 3
Doctor’s Addition……………………………………………………………………….. 4
Hospital’s / Institutions………………………………………………………………… 6
View Doctor’s Addition / Deletion……………………………………………………. 7
View Hospital / Institutions……………………………………………………………. 7
Messages Menu…………………………………………………………………………. 8
Inbox………………………………………………………………………………………. 8
Message View…………………………………………………………………………… 9
Sent Items………………………………………………………………………………… 10
Compose…………………………………………………………………………………. 11
Message Delivery Confirmation……………………………………………............. 13
Personal Profile………………………………………………………………………… 14
Support………………………………………………………………………….............. 15
This manual is exclusively for the following peoples:

1. Sales Promotion Officers

2. Senior Sales Promotion Officers
3. Product Coordinators
4. Product Information Officers
5. Product Specialists
6. Recombinant Associates
7. Senior Recombinant Associates
8. Incharges

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 CRM (Customer Relationship Management) System
Customer Relationship Management is a broad term that covers concepts used by Companies
to manage their relationship with customers, including capture, storage and analysis of customer
information.

The Bosch CRM is online, all Bosch Marketing Staff can access from anywhere, anytime just they
need to have an internet connection and they can easily use the system. The Field Force staff has
a “User Id” and “Password” to access the system, assigned by the Information Systems
Department.

Logging into the System

The user must enter the User id and password to access the system. The Login Screen will look
like this:

Login Screen

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 After correct user name and password the system will display the main screen. On first login
system will display Personal Profile Form first to take full information of the user. Details of
Personal Profile form will be discussed later in this document.

Main Screen

Menu Bar

News & Events User image

CRM Statistics

The main screen displays the menu bar, user image, news & events and statistics about CRM
usage. News & Events will be updated by Marketing and Information Systems Dept. and display
the news title on the main screen. User will click on news title to view details.

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Main Menu contains the following options

1. Customers
2. Messages
3. Others
4. Main

1. Customers Menu has following options

1.1 Doctors Addition

The purpose of this process is to gather the correct and accurate information about our customers.
Field staff will use the Doctor’s Addition Form to input all their doctor’s details. These doctor’s
addition requests will be filtered and checked by Information Systems department and then added
to respective person doctor’s list.

Like doctor’s addition field staff can also put the doctor’s deletion request by using Doctors Deletion
Form. Deletion will also be actually performed by IS department. (Doctor’s deletion form will be
enabled after field staff completes doctor’s addition).

Initially Doctors Profile process will be disabled. Field staff will input Hospital / Institutions
information first.

Doctors Addition Form

Message

Editing

4 Deletion
After input all the information user will press “Save” button to complete transaction. The system will
display message for successfully saving the transaction and a row will be added in a grid just
below the form. This grid displays all the previously added doctors’ details and allow user to edit or
delete the entry. To edit record user will press the button. The system will populate all the
information into fields to enable user to make modifications. In case of wrong entry user will press
the to delete the record.

Information System department will download all the data posted by field staff after every 2 days.
Please note that previous entries won’t be available for Modification and Deletion after
downloading.

Doctors Profile Inputs

Doctor Name Doctors Full Name. Follow the doctor’s visiting card for his / her full
name and correct spelling.
Address Complete clinic or hospital address where doctor practicing.
Specialty Choose doctor specialty from pre-defined list.
Qualification Write all qualifications separated by comma. Like : MBBS, MCPS etc
Class Select doctor class i.e. A+ / A / B
Hospital / Institution Select the hospital name if doctor practicing in any hospital or
institution.
Designation Select designation for that hospital / institution.
Phone Number Doctors clinics or hospital phone number.
Mobile Number Doctor personal cell number.
Date of Birth Only day and month is required
Date of Marriage Only day and month is required
e-mail address Doctors personal email address.
Best time to visit Best suitable time to visit this customer for this location.
Patient turnover / day Number of patient’s doctor checks daily.
Visit Frequency Total number of visits you will make to this doctor in a month.
KOL Tick if doctor is Key Opinion Leader.
Remarks Any comments about that customer.

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1.2 Hospitals / Institutions

In this process all field staff input the Institutions / Hospitals information they are covering. This is
the first process in our CRM implementation. Modification and Deletion procedure will remain the
same. To edit record user will press the button. The system will populate all the information
into fields to enable user to make modifications. In case of wrong entry user will press the
button to delete the entry.

Hospitals / Institutions Form

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 Inputs for Hospitals / Institutions
Hospital / Institution Name Full hospital / Institution name.
Complete Address Address as on sign board or visiting card.
Specialty Hospitals specialty
Number of Doctors (Permanent) Doctors practicing permanently in hospital.
Number of Doctors (Temporary) Temporary doctors / house jobs
Number of Beds Total Number of Beds in hospital
Brick Select brick where hospital situated. Brick in very important
information. Please confirm if you are not sure.
Nature Select Nature i.e. Hospital or Institution
Type Government, Semi-Government, Private, Armed Forces
Tender Business Tick if hospital purchases through tenders.
Local Purchase Tick if hospital purchases locally.
Purchasing Authority Name of person responsible for purchasing
Remarks Any comments about hospital / institution.

1.3 View Doctors Addition / Deletion

This option displays all previous doctors’ addition / deletion requests.

1.4 View Hospital / Institutions

This option displays all previous Hospital / Institutions records.

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 2. Messages Menu

CRM system enables you to communicate with your seniors and juniors through an e-mail like
facility. It will save your time and improve communication level among peoples.

2.1 Inbox

Inbox contains all the messages other peoples sent to you. Each row contains the name and
territory code of sender, message subject, date and time and status tag whether messages are
viewed or not.

Inbox Snapshot

Delete selected
messages

Message status
(Read / Unread)
Select for
deletion

View full
message

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To view the full message users will click on image. Following is the snapshot of full message
view screen. It shows the sender information, recipients, date time and complete message text. To
reply the message press “Reply” button to redirect on compose screen. “Back” button will switch
to inbox screen.

Message View

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2.2 Sent Items

Sent Items screen displays all emails you have prior sent to others. Mails can be deleted or viewed
just like inbox screen.

Sent Items Snapshot

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 2.3 Compose

Compose screen will give you an interface to send emails to other colleagues. System will display
all concerned users for the currently selected team. Concerned users mean all your seniors and
juniors (if any). If you change team from team selection list, system will display all the concerned
users of that team.
Tick “To” for recipients you want to address and tick “CC” for you want to send CC mail. After
selection press “Select Recipients” button to finalize your selection for current team. System will
add and display your selected recipients into another table. You can select your recipients from
one team at a time. If you want to send mails to multiple teams follow these steps.

1. Select recipients from current team.

2. Press the “Select Recipients” button.
3. System will add and display these selected recipients to another table.
4. Change your desired team.
5. Repeat step 1 – 3.

Message Compose Form

Finalize
Select team selection

Write your
message here

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 Following is the snapshot of compose screen after recipients selection. You can delete any entry
from target recipients table after selection. System will remove this entry and won’t send message
to that recipient.

There is a text region available in the bottom to write your actual message text. Write your
message and press the “Send” button to deliver message to all selected recipients.

Message Compose Form

Send
Message
Table
containing
target users
Delete

Finalize
Select team selection

Select
Recipients

Write your
message here

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After sending message system will display confirmation message for email delivery.

Message Delivery Confirmation

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3. Others Menu
This menu has two options.

3.1 Personal Profile

Personal Profile form has been included to get all the basic information about field staff. On first
login system will automatically switch the user to Personal Profile Form to get user’s complete
information. After it form will be available for view only.

Personal Profile Form

Inputs for Personal Profile

Name User’s full name. System display automatically.
Father’s Name Father’s full name
Present Address Complete address where you live currently.
Permanent Address Your complete permanent address.
Date of Birth Select from “Day”, “Month” and “Year” selection lists.
Date of Joining Select from “Day”, “Month” and “Year” selection lists.
CNIC # Your computerized national identification number.
Phone Your resident’s phone number.
Mobile Your personal cell number.
Marital Status Select from the predefined list.
Number of Childrens Number of Childrens (if any)
Email Address Your personal email address.

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3.2 Support

Use this form if you are facing any problem using CRM System. Write your contact number and
specify your problem briefly. Information System dept. will contact you to support you in solving the
problem.

Support Form

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