Success for every customer relationship

System Concepts

Provided By
System Concepts Why Use a vtiger System?
2

Improve
communication
Streamline and relationships
& automate with customers
business
processes

Close more
sales
opportunities Improve
customer
service
Use only those
features your
business needs
System Concepts Vtiger Access options
3

PC
with Browser

Smartphone
with Browser INTRANET

INTERNET
Smartphone
with vtiger app

Hosted vtiger Internal vtiger

Implementation Implementation
OR
Sales Process Concepts
System Concepts Sales Process Modules
5

Hints:
Account– A company or
• Potentials are always related to organization you want to Lead – Non-qualified
a single Account or Contact
keep information about. sales prospect
• Accounts can be related to each
other (sub-accounts)
• Accounts may have an unlimited
number of contacts

Contact– A person
Potential– A specific
that you want to keep
sales opportunity
information about

•A Contact may be associated with an Account

•A Potential is associated with either an Account or a Contact
System Concepts vtiger’s Basic Sales Model
6

Leads Potentials Customers

Prospecting
Qualification
Needs Analysis
Demonstration
Price Quote
Negotiation

Closed Lost

Closed Won
System Concepts Sales Process: Steps
7

• Controlled by status
Leads • Converts to potentials

• Controlled by status
S Potential • Unlimited number of potentials
Step 1
T
A Each company the
N uses vtiger has its own
D processes/steps for
A • Controlled by status their sales process
R Potential • won / lost
Step n
D

• Generated from potential

Quotation

E
x Receive
• Generated from quotation
t Order
e • Generated from quotation or
n purchase order
d Invoice
e
d
System Concepts Leads: Functions and Processes
8

Create Lead
Input information about
the lead into the vtiger Set status
system

Hints:

• All fields for the master data

can be customized by the
vtiger system administrator
Qualify the Lead • Never delete a lead if you
wnat to retain a good history.
They often come back later!
Plan, control and report
activities and attach Update status
documents

Decide what to do with the Lead

Mark Lead as closed Convert lead to a
(unqualified) Potential
System Concepts Converting a Lead to Potential
9

• Creates an Account for the company specified

with the Lead
• Creates a Contact for the new Account

Lead • Creates a sales potential for the new Account

with a defined status
• Transfers all data* to the new Potential,
Potential
Account and Contact
• Deletes the lead

Advantages
• Keeps non-qualified Leads separate from qualified ones
• Allows you to save non-qualified Lead information for future use
• Helps to organize the sales process and management reporting

Warning
* Custom fields are only transferred if permitted by the system administrator
System Concepts More Sales Process Modules
10

Account–A company or
organization you want to
keep information about.

Contact–A person Potential–A specific

that you want to keep sales opportunity
information about

Quote–Allows a prospective
buyer to see what costs would
be involved for the work they
would like to have done or
product they might purchase

Product–An physical Service–A non-physical

item that you sell thing that you sell.
System Concepts Potentials: Functions & Processes
11

Create Potential

Input/update Information Set status

Hints:

• To follow best practices it is

advisable to create Potentials
from Leads or Accounts
• You may add an unlimited
Move though the sales stages number of Potentials to an
Account

Plan, control and report

activities, attach documents, Update status
and create quotes

Result

Closed - lost Closed - won

Provide Better Customer
Care
 System Concepts
Service Contract–
An agreement to
provide support for a
Product or Service
Customer Service
Portal– A web site where
authorized Contacts can
obtain customer service
• Trouble Tickets and FAQ’s are typically associated
with a specific Product or Service.
Customer Support Modules
13
Account– A company or
organization you want to
keep information about.
Contact– A person
that you want to keep Potential– A specific
sales opportunity
information about
Product–An physical
item that you sell
Trouble Ticket– A Service–A non-physical
customer support issue thing that you sell.
FAQs– Frequently
asked questions and
their answers
 Customer Support: Functions and
System Concepts
Processes – Manually generated tickets
14

Hints:
• If a Trouble Ticket is assigned
Create Trouble Ticket to an Account or a Contact
automatic email updates are
Input information about the sent to the associated email
Set initial status
problem address. Make sure you
want this beforing associating
with an Account or Contact
• Automatic email updates are
Handle the Ticket also sent to the vtiger system
Trouble Ticket manager.
Work on a solution, collect and Update Status. vtiger may • Emails are generated when
record information. automatically notify the customer the ticket is opened, closed, or
a comment or solution is
added

Close the Ticket

Problem may or may Optionally publish
Update status
not have been solved solution as an FAQ
 Customer Support: Functions and
Processes – Portal generated tickets
System Concepts

15

Allow Portal access- by Contact Hints:

• Automatic email updates are
sent to the Contact. To
Set time frame Send confirmation email
minimize messages, make
multiple changes at the same
time using the edit view.
• Automatic email updates are
also sent to the vtiger Trouble
Contact Opens a Ticket Ticket manager.
• Emails are generated when the
Email confirmation sent to the New ticket notification email sent ticket is opened, closed, or a
Contact to vtiger system ticket owner comment or solution is added
• Published FAQs are
presented at the customer
portal

Handle the Ticket

Work on a solution, collect and Update Status. Vtiger may
record information automatically notify the customer

Close the Ticket

Problem may or may Optionally publish
Update status
not have been solved solution as an FAQ
Manage Marketing
Campaigns
System Concepts Marketing Process Modules
17

Account–A company or
organization you want to
keep information about.

Lead–Non-qualified Contact–A person Potential–A specific

sales prospect that you want to keep sales opportunity
information about

Campaign–A marketing • Campaigns can be use to track

activity on which you almost any marketing activity (direct
want to track metrics mail, email blasts, trade shows,
advertising, seminars, etc.).
System Concepts Marketing Campaign: Functions and Processes
18

Create a Marketing Campaign

Input measurement
Set type
criteria
Hints:
• You can send email
blasts directly from
the vtiger system
• You can clone a
Campaign and easily
start another like it
Activate Marketing Campaign
Associate Leads and
Execute
Contacts

Track and Measure Results

Promote Leads to
Calculate ROI Potentials based on
results
Supply Chain Management
System Concepts Supply Chain Related Modules
20

Vendor–A company Price Book – A

or person you buy collection of Products
something from. and Services and their
associated prices Hints:
• You can create
multiple Price Books
for differnt market
Product–A physical Service–A non-physical segments or
currencies
item that you sell thing that you sell
• Use report functions to
generate a price list

Quote–Allows a prospective buyer

to see what costs would be involved
for the work they would like to have
done or product they might purchase

Sales Order–Tracks process of

fulfilling an incoming purchase order

Purchase Order–Request sent to a

vendor to buy something
System Concepts Supply Chain: Functions and Processes
21

Receive Purchase Order

Send confirmation to
Accept the PO
Fulfill the Purchase Order
customer Hints:
• Sales Orders and
Invoices can be
generated from Quotes
• Generate an automatic
email when a Product
inventory level drops
below a specified
threshold

Manufacture,
Generate Sales
purchase or pull Update status
Order
from stock

Get Paid
Generate Invoice
Additional Tools and
Features
System Concepts Activity Management
23

Automatic Tracking and

Activity Types Association
Account–A company or
Hints:
organization you want to • Don‘t enter
keep information about. calls/meetings as
Tasks, they are Events
Contact–A person that • Don‘t delete completed
you want to keep activities, mark them as
Held or Completed.
Events (typically two or more people) information about • Don‘t create more
status entries than you
Potential–A specific really want to track
sales opportunity
Emails Lead–Non-qualified sales
prospect
Trouble Ticket– A
customer support issue

Tasks
System Concepts Tag Cloud
24

Hints:
• Keep the number of tags
small, otherwise they loose
their effectiveness.
• The vtiger system
administrator can turn off
viewing of the Tag, per user.
• Allows a collection of related items to be
categorized (tagged) independent of information
type.
• Information across record types, predefined
structure can then be searched by Tag
System Concepts Dashboards and Reports
25

• Dashboards provide a graphical

overview of key information related to
the sales process.
• Reports can be used to get a more
detailed view of key metrics
• Data can be exported from the system
for use with Excel or a third party
report writer.
 System Concepts General Security Rules
26

Privileges Roles Modules

Leads

Customers
Read Write Delete
Potentials
• Security rules are applicable to all non-administrative users and
are set by the vtiger system administrator .
• Privileges define what can be done to a data record (read, write, delete) .
.
• Roles define who the Privileges apply to. Roles are defined as a
hierarchy, much like a company organization chart
Trouble
• Modules can have an owner other than the system administrator. Tickets
This gives the owner special permissions for that module
• Security settings are very flexible but can become very complex
Provided By

42020 Village Center Plaza

Suite 137
Stone Ridge, VA 20105 USA
1-703-637-9276
www.illuminetic.com