Posts Tagged ‘Deskera CRM’

Case Management using Deskera CRM

Tuesday, April 15th, 2014

Though businesses have changed over time, the way of doing businesses has transformed completely one old adage still have stood the test of time – Customer is the king! And you cannot ignore it and move on. It becomes very essential, especially in today’s times of social media which has really empowered the customer to vent out his frustration with a faulty product / service to the entire world. A customer complaint can quickly go viral throughout the Internet and spoil the company’s image if not attended properly.

Deskera CRM gives the company the ability to better serve the customers by managing their complaints, feedbacks through a unique module called Cases Management. Employees can quickly manage customer cases by tracking and managing them through regular updates.

To use the Cases Management module in Deskera CRM by the following steps –

ADDING A NEW CASE:

Step 1: Click on Add Record

Case Management - CRM

Case Management - Adding New Case

Step 2: Fill up case details

Step 3: Click on Submit to create a new case

ADDING A NEW ACTIVITY:

To track a particular customer case, users can add various activities with respect to it and assign statuses for each activity. This feature helps to track cases on an activity-by-activity basis which leads to better customer management.

Case Management - CRM

Case Management - Adding New Activity 1

Following are the steps:

Step 1:  Select a record for which activity is supposed to be added

Step 2:  Click on activities

Step 3:  Fill all details and click Submit to add new activity

Case Management - CRM

Case Management - Adding New Activity 2

VIEWING REPORTS:

Users can see customer cases reports using various parameters to get a better view of customer complaints, feedbacks are handled by the employees.

Case Management - CRM

Case Management - View Reports

Following are the steps:

Step 1:  Click on Reports

Step 2:  Select a particular report to view cases by –

  • Engg Status – View customer case report depending on the total time spent on each case
  • Status – View customer case report by corresponding status such as New, Pending, Escalated
  • Monthly – View customer case report on a month-on-month basis
  • Newly Added  - View the most recent customer cases
  • Pending – View all the customer cases with a pending status

Deskera CRM – Contact Management

Wednesday, December 7th, 2011

We have come a long way from the time when a Rolodex was considered the “last word” in contact management! Fortunately – we have software tools available to manage contacts now. Imagine managing all your contacts from the phone-book, Google, Facebook, Yahoo etc with a Rolodex!

A Contact Management tool should allow you to capture, monitor, store and track all critical information on your key stakeholders i.e. customers, prospects and partners. Furthermore, it should enable you to maintain up–to–date data on all activities happening for each of your contact, keep you updated on each of your account via real-time alerts and notifications, and give you a quick overview of all your contacts through customized reports and views.

In a nutshell, a Contact Management tool should enable you to segment available customer data and gain knowledge about your customers so that you can deliver the right value proposition to them.

Deskera CRM has an integrated Contact Management application. You may add new contact directly, or get them from existing leads or accounts. Moreover, campaign managers can access the data from the contacts directly to add them to target lists, due to integration with the Campaign Management module.

Key features of Deskera CRM – Contact Management are –

  • Efficiently record and track complete contact details including lead source and account name.
  • Click and Type functionality allows you to select, edit, add in three clicks or less
  • Import contacts easily in convenient file formats from MS Outlook, Gmail, Yahoo, MSN and more
  • Define contact activities – Tasks, Events and more – for accurately carrying out sales process and get regular updates
  • Add/Update documents for each contact and maintain a central repository of documents for all your contacts
  • Export your Contact list in multiple file formats like .pdf, .csv and more
  • Integration with all Deskera CRM modules

Here is a short video on how to use Deskera CRM for Contact Management.

Please visit Deskera to know more.

Deskera CRM – Better Campaign Management

Monday, December 5th, 2011

Sometime ago, we had written about designing effective email campaigns. Today we will take a look at how we can use Deskera CRM to not only design and manage email campaigns, but also to track and manage all  kind of campaigns.

Campaign Management is an important feature of Deskera CRM. It allows you to reach out to your audience, identify people who respond, and close business with them. Key advantages of Deskera CRM – Campaign Management include:

  • Easy to build and manage marketing campaigns.
  • Build targeted marketing campaigns that address each customer segment with the products and services they need.
  • Provides quick access to campaign status and updates.
  • Allows you to build campaigns and update prospective customers about new offers within no time.
  • Maintain easy-to-manage target lists for selective targeting of prospective customers.

The following videos demonstrate how Deskera makes your campaign management better, easier, faster.

Managing Campaigns

Manage Email Campaigns

Please visit Deskera to know more.

Deskera CRM – Using The Dashboard

Friday, December 2nd, 2011

Studies show that the an ergonomic user interface can increase efficiency multiple times over. There is a lot of research that has gone into it as well – as can be viewed here.

Deskera CRM has a Mashboard (the next generation of dashboards with new, and hybrid dashboard design techniques, incorporating all the features of the previous generation dashboards in a real time customizable format) that is designed keeping only one thing in mind – you. It can be customized to look the way you want it to and displays relevant and real-time information. The widgets could be moved around and arranged in any order you want. Users can choose the information displayed within widgets and can be toggled between reports, alerts, updates and charts.

Here is a short video highlighting how Deskera CRM  makes your business better, easier, faster.

Please visit Deskera CRM to know more.

Deskera CRM – Configure Users & Company Details

Friday, December 2nd, 2011

Configuring any software for the first time could be a daunting task. The user at times may feel like Alice in Wonderland – confused in a whole new world. Tech Support forums are full of highly intelligent people who find it impossible to comprehend the setup and configuration of a new software application.

Fortunately for Deskera users, this has never been a problem. In addition to the help available through our 24×7 email support, telephone support, and the support website, we also have a product that has been consistently rated by our users as one of the most intuitive and easy-to-use software applications.

If you find that hard to believe then let us demonstrate, with the help the following video, the ease with which user and company details can be added during first time setup of Deskera CRM.

The following video shows us how to configure users and provide role based access in Deskera CRM as well as configuring Company details.

Please visit Deskera CRM to know more.

Deskera CRM – October Release

Thursday, October 13th, 2011

Deskera CRM DashboardWe are pleased to share with you the new enhancements to Deskera CRM in the October release. Let us take a quick look at the new features:

  • Import existing Product Lists. No need to spend time in creating the product list from scratch
  • Permissions can be granted at “user level” for accessing custom reports builder. This ensures greater control and security while also allowing relevant access based on roles and responsibilities
  • Quotations can be created directly from CRM. There is support for templates which can be configured within the system, which means that you can prepare and send quotations in your own format

In addition to the above, tool-tips have been added in various positions based on your feedback and 15+ bugs have been fixed.

Feel free to try the free demo, and get a hands-on experience of the new features, by going to Deskera. To know more about the application, please go to Deskera CRM.

Deskera CRM – August Release

Saturday, August 6th, 2011

Deskera CRM DashboardWe are delighted to share with you the latest release for Deskera CRM. The new enhancements are aimed at giving you greater control over how you use Deskera CRM to make your business better, easier, faster.

New Features in Deskera CRM

  • Custom reports are available in Lead, Account, Product & Opportunity modules. You can read more about this exciting feature here.
  • A new optimized spreadsheet component has been added in Leads module, which leads to further speed optimization while entering and accessing data. We’ll be rolling this out to other parts of the system as we make further optimizations
  • Extending access for Case Module to your customers
    • Customers can file a case directly in the system now. They can also add comments and upload relevant documents, like screenshots or scanned images.
    • Deskera Customer Case DetailsThe added comments & uploaded documents would be available in the “Detail Panel”
    • “Default Case Owner” for all customer cases can be set in master-configuration. This ensures no cases are left without an owner by mistake
    • Contact in customer case could be enabled or disabled based on requirement
  • Email notification is sent to the account owner everytime a new opportunity is created by a user for the account

In addition to the above, 20+ bugs which were reported in the past few weeks have been fixed.

Let us know your feedback on the new enhancements. To know more about us, please visit Deskera.

Building Custom Reports in Deskera CRM

Friday, August 5th, 2011

Deskera CRM Custom Report BuilderBusiness challenges differ with time, requirement and industry. While certain reports might be relevant to certain organizations, e.g. Geographic distribution of Sales might be important for a company which operates in multiple areas, an organization with centralized operation might not find it as relevant. Similarly, with changing business priorities, certain reports might be required at certain times.

We understand that with changing business priorities, the kind of data that decision makers look at is going to change. To address this, Deskera CRM contains Custom Report builder, allowing creation and generation of relevant reports on the fly.

Custom reports allow the real time creation of reports and allow the decision makers to get information from data. Deskera CRM has the capability to create and generate custom reports based on business needs.

Please view the presentation below which explains how custom reports can be easily created using Deskera CRM.

Deskera CRM – Custom Report Builder
To know more about us, please visit Deskera.

Designing An Effective Email Campaign…

Friday, July 29th, 2011

Email campaigns are more popular than any other marketing campaign primarily because they:

  • Are easy to track
  • Reach Target Audience
  • Are Cost Effective

Recent studies show that more than 2 billion people use email worldwide. That is nearly a quarter of the world population! It goes without saying then that it is important to have email campaigns as a part of an overall marketing strategy. Either in form of newsletters or promotional offers, emails provide a highly engaging form of communication.

Designing an effective email campaign though, is easier said than done. Unless the campaign is designed and tested properly, it would usually end up getting ignored by the target audience. Here we will take a look at a few things that need to be kept in mind while designing an effective email campaign.

Segmentation

Segment your target lists. Without proper segmentation, the true effectiveness of an email campaign would be almost impossible to determine. You would not want to send a Windows user an email about promotional offers on Unix software, would you? Be Relevant!

Targeted Personalized Content

This is an extension of segmentation above. In addition to sending relevant content, it is important to personalize the message.  A “Dear Customer” doesn’t have the same appeal as “Dear James”, does it? Also, have different versions of the email sent out – for mobile/PC, Rich Text/HTML/Plain Text etc.

Always provide Call To Action (CTA)

This cannot be emphasized enough. The CTA could be following a link to the landing page or a reply or clicking on a “Like” button for the Facebook fan page. Get the target to go on to your website. Provide them something of value which will entice them, like a whitepaper, or a podcast, or free coupons.

Never SPAM!

Respect your audience and do not try to spam. Not only will it lead to brand value erosion, it can attract legal and financial penalties in certain countries. e.g. CAN SPAM Act 2003

Track Results through KPIs

Have well defined metrics to track results of email campaigns. Depending on the industry, it could be emails opened% or click-thru rates, delivery success rates etc. Think about what you want to measure and revise with time based on data.

Integrate with CRM

Use a CRM that allows for direct integration with the email campaign. Not only should it capture leads based on pre-defined rules (e.g. download link followed) but also track leads that visit the website. This is without doubt the most important factor to keep in mind. If this is not done then there would be a disconnect between sales and marketing.

Deskera CRM DashboardThe above guidelines would result in a superior email campaign design. Through collection of useful and actionable data, iterations could be made to newer campaigns and they could be fine-tuned.

Deskera CRM provides an inbuilt Campaign Management System which provides complete integration. Leads from target lists could be captured as prospects by the CRM with the appropriate settings. It also tracks all the key metrics like opened% and click-thru rates etc.

To see for yourselves as to how email campaigns can be used, visit Deskera CRM and sign up for the demo.

Email Campaigns – Compliance with CAN-SPAM Act 2003

Thursday, July 28th, 2011

Compliance with CAN-SPAM Act 2003 is important before designing and running any email marketing campaigns for US based targets. Violation of the Act could lead to legal and financial penalties, and result in erosion of brand value. Hence it is important to ensure that all campaigns adhere to the following 3 basic types of compliance:

Unsubscribe Compliance

  • A visible and operable unsubscribe mechanism is present in all emails.
  • Consumer opt-out requests are honored within 10 days.
  • Opt-out lists also known as “Suppression lists” are only used for compliance purposes.

Content Compliance

  • Accurate From lines (including “friendly Froms“)
  • Relevant subject lines (relative to offer in body content and not deceptive)
  • A legitimate physical address of the publisher and/or advertiser is present.
  • A label is present if the content is adult.

Sending Behavior Compliance

There are no restrictions against a company emailing its existing customers or anyone who has inquired about its products or services, even if these individuals have not given permission, as these messages are classified as “relationship” messages under CAN-SPAM. However, it is considered a good practice to get the opt-in from the target audience.

Deskera CAN SPAM ComplianceAn email campaign manager should ensure that all the above guidelines are adhered to and provide visual confirmation and preferably a checklist to eliminate mistakes.

Deskera CRM has an inbuilt Email Campaign Management system which provides pre-configured templates that are compliant with the CAN-SPAM Act. It also provides a check for compliance after the campaign is designed but has not been executed.

In addition, it has robust reporting features which give you the complete information on the effectiveness of each campaign, enabling informed decision making.

Please visit Deskera CRM to know more about the Campaign Management system.

Deskera CRM – June Release

Tuesday, June 28th, 2011

Deskera CRM dashboardWith this release, Deskera CRM has become more robust and feature rich. Let us take a look at all the new features which will help your business become Better, Easier, Faster.

New Features & Enhancements:

Campaign Management:

  • A new functionality now allows for targets who have opened or viewed the emails to be converted into leads for follow up.
  • Leads can be captured from campaigns directly, making the entire transition from campaigns to lead follow-up seamless.
  • More fonts have been added to the system to ensure that you have the tools to create the kind of content that will grab attention.

Case Management:

  • Comments can be now exported with a simple click.
  • You can see a chart view for Contacts with High Priority Cases.
  • Reports of customer contacts could be sorted by priority and status among other things.
  • A pie chart is now available to show newly added cases by priority.

These measures would ensure appropriate focus and follow up for high priority cases.

Lead, Opportunity & Account Management:

  • You can now see “List View” & “Chart View” for Leads Pipeline report.
  • The Opportunity by Stage report now includes pie charts and bar graphs for both “Opportunity by Stage” and “Stage by Sales Amount” report to show the complete picture.
  • Opportunities could be sorted and reports generated by the Opportunity Type.

These enhancements ensure that the complete picture is always available for management to make quick and informed decisions.

Please let us know your views and thoughts on the new features. Your feedback is important to us.

Stay updated on the latest news and updates from Deskera CRM by following us on Facebook and Twitter.

Deskera CRM – Case SLA Management

Wednesday, June 15th, 2011

Deskera CRM - Configure SLA

These are exciting times. Our development team has come with a great new addition to the already long list of amazing features available in Deskera CRM. These features, a result of our customer-centric approach to development, will directly impact your business, making it better, easier, faster. Let’s take a look at the new enhancement – Service Level Agreement (SLA) Management for cases:

With this functionality, SLAs could be defined for responding to cases created, with escalation rules to ensure follow up and timely closure. This functionality makes Deskera CRM one of the most comprehensive, most feature-rich, web-based CRM solution.

The SLAs can be defined and set up in the master configuration screen. Once they are set up, the SLAs could be assigned to any open case.

Email notifications would be send if the case is not closed on time. When cases are closed on time, email notification could be set up to inform about the appropriate outcome. This enables you to keep track of all customer queries and cases at all times and take appropriate action.

With this enhanced capability, Deskera CRM has moved from being primarily a sales and marketing CRM to one with extensive features for handling post sales customer contacts, and is part of the

Please let us know your thoughts and views on the new enhancements. You could visit www.deskera.com/crm for more information.

You could also follow us on Facebook here, and on Twitter here.

Deskera CRM – May Release

Saturday, May 14th, 2011

Deskera CRMThe best just got better.

We’re glad to share with you the following updates to Deskera CRM which will help run your business better, easier, faster.

  • Multi-File Upload — Save time by uploading multiple files at once in “Campaign Management”
  • CRM on the go — Now you can use your Blackberry device to
    • Set goals in CRM for your workforce
    • View list of critical overdue tasks
  • Better Reporting:
    • “Total” row added in Opportunity by Region report
    • Added functionality to show 3 Opportunity Report’s graphs on the Dashboard
  • Other Items – This release includes 10+ bug fixes and performance issues reported in the last few weeks:
    • Significant performance improvement in “Mass Updates” in Leads, Contacts and Accounts modules.
    • Significant performance improvement in calculation of formulas in Leads, Accounts, Contacts, Cases, Opportunity, Products and Campaigns modules.

To get to know more about Deskera CRM please visit http://www.deskera.com/crm

If you want to know more about how we can make your business run better, easier, faster then please visit http://www.deskera.com or write to us on support@deskera.com

Deskera CRM January Release

Monday, January 24th, 2011

We wanted to let you know about a big new Deskera CRM update we’re rolling out shortly and give you a heads up so you know it’s coming. [Update - This release has been rolled out on Jan 25]

We’ve been testing these new features with our partners for the past 4-5 weeks or so. Some of the features going out are as following:

  • Deep search within documents – This has been a popular feature request for Deskera CRM. While this has been available on Deskera Project Management for a long time now, it took us some time to provide it on Deskera CRM. You will now be able to perform a full text search within the document contents
  • Improved performance on the dashboard and WYSIWYG leads spreadsheets – We continuously work on improving user experience and application performance and you’ll see a remarkable improvement when you login into the application as well as when you access Leads module subsequently. We know that we’re not done yet and we’ll come out with much better performance in next few releases.
  • Real-time updates – If several team members are updating their records (leads, opportunities, accounts, cases) at the same time, Deskera CRM will provide real-time updates to everyone online as the records get updated. This will help you manage your data better and collaborate in real-time.
  • Auto-fill while creation of Contacts – You will now be able to add multiple contacts in accounts and opportunities without bothering about filling the entire information again and again. The data that we can copy over to contacts will be auto-filled while adding a new contact.
  • One-click backup – We understand that the data you enter in Deskera CRM belongs to you, so we have made it much easier to download and back-up your data at single click. This feature will be available to the company administrator under administration options.

  • More goal types – You will now be able to define goals for your team members with
    • No of Accounts,
    • Total revenue from Accounts,
    • No of Opportunities,
    • Total sales amount from Opportunities

    We are working on another set of enhancements of this feature which will allow you to define goals on any measurable parameter throughout the system. This is planned for one of our coming releases.

  • Other items – This release fixes 110+ issues reported over last few weeks. Some of them include
    • Column layout and configuration not being retained across sessions
    • Better timezone support and added more timezones for our customers across the world
    • Option to disable Deskera tour

Import files with over 15,000 records in Deskera CRM

Thursday, November 11th, 2010

You can easily import huge lists of Contacts, Leads, Accounts or Target lists for E-mail Marketing campaigns in Deskera CRM. Unlike most CRMs, there’s no upper limit to the number of entries you import. The Deskera Team has successfully imported more than 15,000 records in one go and is currently working to raise the bar even higher.

With the new Import Wizard, everyone from a beginner to the most advanced users can easily import their information and make sure only what they need is added to the CRM.

Let’s take a Quick Tour

Import XLS file for adding any number of leads to your Leads list.

1.      Click on “Import” on the bottom pane in the Leads list. Select the “Import Leads from Google Account” to import from your contacts from Gmail or any email that is hosted by Google. If you have a file that you would like to import, select the option “Import XLS File” for excel spreadsheets or “Import CSV File” for comma separated files (this format is used by Outlook and Gmail).

(Remember; always first import a test file of 5 to 10 leads to make sure the information is being mapped correctly)

2.      If you are importing a CSV file, you will need to select the delimiter. Most files use comma as a default delimiter. Click “Choose File” and browse to the document you want to import and click “Open”.

3.      Now, you must select an action that should be performed for conflicts in drop – down menus. These arise when you map a drop – down menu with a header in the XLS/CSV file.

For example, in your CRM, you may not have configured “Automobile Manufacturers” in the Industry drop – down menu, but it may be there in the Industries in your file.

4.      Select the first option to completely ignore the records that are conflicting. In this case, that means a lead of the industry “Automobile Manufacturers” will be completely ignored.

5.      Select the second option to ignore only the entry that is conflicting. In this case, that means a lead of the industry “Automobile Manufacturers” will be added, but the “Industry” will be ignored and left blank. The other fields will be imported.

6.      Select the third option to add the conflicting entries to the Master Configuration. In this case, that means “Automobile Manufacturers” will be added to the “Industry” drop – down and will become available as an option. Also, the leads of this industry will be imported and the industry will be set as “Automobile Manufacturers”.

7.      Once you’re done, Click “Next” to continue to the next step. You can click “Cancel” at any time to exit the wizard without saving the changes..

The next step is selecting the sheet to import and the starting row. Deskera CRM gives you a preview of the file, so you can see exactly what you need to configure and what effect it has.

The first sheet is selected by default. In case the information you want to import is on some other sheet, select the corresponding sheet and then the starting row.

In this example, the first row of the XLS file is not the one with the headers. Those are in the second row. So, all you have to do is click the second row as the one to start from.

Click “Next” to continue to the next step or “Change Preferences” to go back to the first step.

The third step is “Mapping”. This is where you select the columns in your CRM to the headers in the file. In case your file has more information or headers than the columns in the CRM, you can just click on “Add Custom Column” to add more columns.

On the left side, the headers of your file are listed and on the right side, the columns in your CRM.

You can click “Auto Map Columns” and the system will automatically map columns and headers that have similar names. Like, “Email Address” with “Email”.

Always verify the Auto Mapping. If the columns are mapped wrong, the entries will be incorrect and there is no way to undo the import.

You can also map headers manually if you prefer. Drag and drop the Header to the “Mapped Headers” column and then the corresponding column to the “Mapped Columns” column.

In case you want to make any changes, click on “Previous”. Otherwise, click “Analyze Data” to continue to the next step.

This is the last step of the import wizard. This window displays and conflicts that are unresolved and also any data that will be rejected or ignored.

The first section shows any errors and their location in the file you are uploading. If there are any errors, you can view the status as well as the error and the reason by clicking on the row you want.

The error and the reason for the error is displayed in the section below. It will also display what part of the record will be ignored. In case you need to make any changes, click “Remap Headers” to return to the previous page.

Once you are ready to import the data, click “Import Data” to complete the import process.

Once the import is complete, the “Import Status” window is displayed. This window informs you of the number of leads that were imported. In case you want to view a history of your imports or you want a detailed import report, click “View Import Log”, or else click “Close” to exit the wizard.

The same steps can be followed to import Contacts, Accounts or Products.

Try Deskera CRM Import Wizard, Now!

Contact us at support@deskera.com, if you require further assistance. We are happy to help!

Have fun with Deskera!

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