CRMonCall.com provides integrated management of corporate information on customer accounts and contacts, sales leads and opportunities, plus activities including calls, meetings, emails, notes and assigned tasks. Automatic email notifications may optionally be sent to advise users of new contacts, cases, or tasks assigned to them.

The process of selling goods and services to your customers comes down to a series of steps that look something like this:

• Acquiring and tracking leads;
• Qualifying them as real opportunities;
• Quantifying those opportunities, and setting an expected closing date for them;
• Aggregating all opportunities together into a sales pipeline to see the big picture; and
• Closing the opportunities as sales.

By having an automated system that remembers all your leads, can convert them into opportunities once qualified, can add them all up to show a sales pipeline, and can accumulate a history of account activities, your business gains three major advantages.

First - you can now see how business is shaping up over the next several months in a more tangible and quantifiable way than ever before. The sales pipeline is your distant early warning system - it shows you when business levels are falling off, or growing faster than anticipated. In a small-to-medium business it is your best friend when it comes to business planning, giving you a more detailed and distant view into the future, helping you to make appropriate staffing and expenditure decisions.

Second - all your sales leads, opportunities, and account history are now formally recorded in a central system that the business owns. Your vulnerability to the sudden defection of sales personnel is much reduced. If a sales person leaves the organization, you still have all the leads and opportunities the business paid to develop, and the account history needed to help a new sales person take over the account quickly and effectively.

Third - the sales person on an account is not the only person in the organization with access to details of activity history. Accounting and service personnel who have direct customer contact can now base their decisions about grey-area judgment calls in the account on hard information from the account history.

Some of the key CRM capabilities of CRMonCall include:

• Salesforce automation - including lead capture, and the promotion of leads to Opportunities;
• Opportunity tracking with sales stage and percentage likelihood;
• Sales pipeline tracking, with graphical charts that offer drill-down from the bar or segment of the chart to the data that underlies it;
• Definition of sales teams and territories, to manage information sharing and track sales performance by territory;
• Sales forecasting, and comparison of forecasts to quotas and actuals, by team or by individual;
• Lead source analysis of sales and opportunities;
• Flexible reporting, to extract precisely the information you want to see;
• Corporate calendar management, for arranging calls and meetings; and
• Integrated Inbound and outbound Email, which is automatically added to account and contact history.

Beyond the robust sales, marketing and customer service features, CRMonCall provides invaluable financial information as part of its unified approach to business management. Optional modules provided at no additional charge (and controlled by User Permissions) enable these capabilities surrounding Order Management and Inventory Management:

• Create and organize a product and services catalog, and then prepare customer quotes, sales orders and invoices from that catalog. Once sold, products may be tracked by serial number on service contracts, with their associated case history. If desired, each customer can also have a list of all products or services they have purchased linked to them.
• Payments may be received and allocated to open invoices, and receipts may be printed as PDF documents. Accounts Receivable statements may be created and printed both at the invoice level, or as full account statements showing A.R. balances.
• The optional QuickBooks integration module permits the catalog and accounts data, plus invoices and payments, to be synchronized with QuickBooks at regular intervals.
• Purchase Orders may also be generated and emailed to suppliers, and received Bills may be entered and linked to P.O.s. Outgoing payments may be tracked and allocated to Bills to derive Accounts Payable balances.
• An Acrobat PDF may be generated for any document (Quote, Invoice, Sales Order, etc..) - using the Create PDF button. Each document may also be automatically generated and emailed (as a PDF attachment) in a single action. Your company name and address details (as well as your company logo) on the PDF come from Company Information data entered in the administration screen. There is support for multiple company addresses plus the appending of large blocks of text for standard terms and conditions, and there are three attractive layouts to choose from. PDFs support multi-byte character sets, and so character sets such as Thai, Chinese and Japanese are supported.

Quotes:

• The Quotes module manages the creation of customer quotations. Quotes are created by defining a quantity to be sold for each of a number of products or assemblies (complex products), and an account to which they are being quoted. Quotes may also include services and support line items, as well as comment lines for clarification.
• Each quote consists of one or more product groupings, and each product group may have one or more product, services, or support line items in it. Each group has a name, and a stage, and may also have a group level discount, taxes and shipping cost.
• Each quote also has a Stage, a Valid Until date, a contact, an account, a shipping provider, and an address - for both bill to and ship to. For each quote the currency and the terms must also be selected.
• A wide variety of group and line-item level discounts may be defined, and options exist to control user access to non-standard pricing and discounts, and to set pricing by margin or markup percentages. If desired, quotes above a certain total value, or with gross margin below a specified percentage, may require approval. The Quotes detail view illustrates the information captured by a quote within CRMonCall.

Invoices:

• Invoices may be created by converting a Quote to an Invoice, by creating a new Invoice in much the same way as described above for a Quote, or by generating the Invoice from a Sales Order. Invoices include a Due Date, which is automatically calculated using the terms selected. The Invoices list view highlights any overdue invoices, and an Open Invoices Report lets you track all outstanding invoices.
• Quotes, Sales Orders, Invoices, Payments, Purchase Orders and Bills may all be customized by selecting the starting number for each, and by specifying a prefix to be used. For example - specifying a prefix of "TLR09-" and a starting number of 1000 will generate an initial Invoice number of TLR09-1000. Payments, Receipts & Statements:
• Payments may be received and allocated to one or more invoices. Receipts may be generated and printed or emailed.
• Partially paid invoices may have a statement generated and printed or emailed.
• Account statements may be generated and printed or emailed. These statements may be created individually or automatically for all accounts with a non-zero balance.

Sales Orders:

• If desired, Sales Orders may be created as an intermediate step between Quotes and Invoices. Packing Slips and Order Confirmations may be produced and emailed as PDFs.
• Sales Orders may be used to generate one or more Invoices.

Purchase Orders and Outgoing Payments:

• Purchase Orders may be created and automatically emailed to suppliers. The Purchase Orders list view highlights any overdue items, and an Open Purchase Orders Report lets you track all outstanding POs.
• Outgoing Payments may be tracked and allocated to one or more Bills. Payment Advice notes may be generated and printed or emailed.

Inventory Management:

CRMonCall includes a full inventory management capability. Two key modules perform the bulk of inventory management - Shipping and Receiving. In addition, the Sales Orders and Purchase Orders modules, as well as the Invoices module, evolved to support the tracking of partially received Purchase Orders, and partially shipped Sales Orders or Invoices (depending on how your business operates).

Receiving:

The Receiving module lets users in shipping/receiving document the receipt of a shipment, list the items and quantities received, and link to the related Purchase Order (and Sales Order if any). It documents the inbound shipping provider, number of packages and weight, the supplier's packing slip number, and the date received. For businesses with multiple warehouses, each shipment of products received record will be linked to the warehouse where the products were received, and inventory is adjusted appropriately for that location.

Shipping:

The Shipping module lets users in shipping/receiving record the shipments they send out. As well, it links to the FedEx and UPS shipping and tracking web services to automate those activities when using these shipping providers. It documents the outbound shipping provider, number of packages and weight, the packing slip number (it can also produce PDFs of packing slips), and the date shipped. For businesses with multiple warehouses, each packing slip will be linked to the warehouse from which the products were shipped, and inventory is adjusted appropriately for that location. Note: Serial numbers are tracked from receiving, through the Sales Order and Invoice and on to the Packing Slip. Additionally, Supported Products are linked to client accounts, and also track product serial numbers.

CRM On Call tracks the performance of current projects, and organizes a history of all project-related documents, status reports, tasks and contacts. Utilization, and time booked to project tasks, are also tracked for resources assigned to the project.

Within CRM On Call, a project is organized as:

• A main panel containing summary information about the project
• A financial information panel containing a summary of expected and actual costs and revenue for each month of the project
• A number of sub-panels linking in related information

There are a number of common sub-panels - such as Open Activities, History, Contacts, Documents and Opportunities - but also a special sub-panel entitled Project Tasks.

Project tasks include information about the start and due date for each task, the resources assigned to the task, the utilization percentage for those resources on this task, and the hourly cost for those resource on this task (by default the standard hourly cost is used from their HR profile).

When a project task is active, resources may book time to the project and to that project task specifically. At the end of each time period, resources file timesheets, which automatically include all time they have booked to projects or service cases during that time period.

Once their timesheets are approved, the costs for their work accrue to the project and are displayed on the project's summary table of costs and income. And a project's as-yet-unbilled booked hours may be invoiced at any time. With a single mouse-click, the user has an invoice open with all billable hours detailed on it, ready to print or email.

The CRM On Call Calendar filter may be set to show project task assignments for any resources you want to check on.

Gantt charts may be displayed for any project to review progress on tasks, reorder display of tasks, and click through to view detailed task information.

Customers may collaborate on projects via the Self-Service Portal, checking on the progress and anticipated completion dates of tasks, uploading or downloading project documents, and accessing contact information for project members.

Document Management:

CRM On Call enables the sharing of business documents - from HR claim forms and Marketing collateral to Engineering designs.

• Multiple revisions may be stored ensuring only approved documents are used.
• Documents in any format can be filed, and may be searched by title, description, file type, status, department, keywords and owner.
• Documents may be associated with Projects, Accounts, Contacts, Leads, Opportunities, or Service Cases.

A project can have all of the project's documentation attached to it. An account, lead or contact can have all related documents attached, and supporting documents for a service case can be attached to it.

The CRM On Call case management system allows users to track customer problems and resolutions through their life-cycle. Cases may be assigned High, Medium or Low priority. They have a status of Active - New, Active - Assigned, Pending, Closed - Complete, or Closed - No Fault. Each Case tracks the related account and contact, any service contract, and the description and serial number of any hardware asset involved in the Case. Hours spent on service cases may be booked to the case, and automatically invoiced later on, including any spare parts used.

CRM On Call also includes a service contract management system that tracks the products on each service contract, and reminds you of contract renewals. The Service Contracts module combines with the Supported Products, Cases and Help-Desk modules to provide a comprehensive service management capability.

On entry to the service contracts module, all contracts are listed with their contract numbers, and the associated Account. Each master service contract can have any number of associated sub-contracts, and each of those may have any number of supported products associated with them for support coverage.

Each service sub-contract has a start and end date, and is color coded accordingly - Red for expired contracts, Yellow for contracts expiring in the next 30 days, and Green for active contracts. Each master service contract is also colour coded, using the most out-of-date colour of any of its sub-contracts - so that expiring sub-contracts can push colour coded reminders through to the master contract list view.

Clients can file cases and help-desk* incidents via the Self-Service Portal, and both employees and customers can be automatically notified via email if cases they are involved in are updated.

* Software Bugs module Software Bugs are defects or features associated with a particular revision of a software product. They may be managed and tracked through their life-cycle using the Software Bugs module. Bugs may be assigned a priority of Urgent, High, Medium and Low. They have a status of New, Assigned, Closed, Pending Input, or Rejected. Each Bug also specifies a related software release. The drop-down list of choices for release is populated by the System Administrator using the Software Bugs - Releases Administration option within the administration screens. Each Bug may also be assigned a resolution status of Accepted, Duplicate, Fixed, Out of Date, Invalid, or Later.

As your organization grows larger and data becomes more complex, a capable reporting system is a fundamental requirement.

Within CRMonCall the reports module shows a list of available reports. You may click on the name of a report to run that report, or to see the archived results of previous runs of that report. Each report listed shows its name, the principal module on which it reports, when it was last run, when it was last modified, and if it is set to run manually, interactively or automatically on a timed basis. Scheduled reports may be automatically emailed to a distribution list. Just imagine - your business tells you how it is doing without being asked!

A number of predefined standard reports are included with the system, and new report designs may be easily developed and saved for repeated use in future. Reports can include multiple sort keys, grouping, filters, and may relate data in multiple modules. Acrobat PDF documents may be created from any report, and report data may also be exported to several common file formats including CSV and HTML.

Reports may also generate charts of their data, and these charts may then be added to your Personal Dashboard.

Graphical Dashboard Charts:

The system provides graphical dashboards for Sales, Service, Financials, and Projects. As well, a Personal Dashboard allows you to assemble and re-order a list of your key charts, including charts created from your own custom reports. When the system is initially created, these dashboards include the following charts:

Sales Dashboard:

• Fiscal Year Booked Sales (Horizontal bar chart: Shows the 12 months of the current fiscal year, and the value of sales booked for each of those months.)
• Weighted & Gross Opportunities by Month (Horizontal bar chart: Shows, for the 12 month period starting last month, the gross and weighted (by probability) value of the opportunities for each month - the sales pipeline.)
• Pipeline by Sales Stage (Horizontal stacked bar chart: Shows the total value of potential sales at each stage of the sales pipeline.)
• All Opportunities by Lead Source by Outcome (Horizontal stacked bar chart: Shows a stacked bar of the total opportunities for each lead source. Each bar is made up of multi-colored segments which represent the outcome proportions for that lead source.)
• Pipeline by Month by Outcome (Vertical stacked bar chart: Each bar shows the total sales pipeline for each month. Each bar is made up of multi-colored segments which represent the outcome proportions for the pipeline in that month.)
• All Opportunities by Lead Source (Pie chart: Shows a simple pie visualization of the proportion of total sales opportunities for each lead source.)

Service Dashboard:

• Cases by Status by User (Horizontal stacked bar chart: Shows the breakdown of cases by status, for each user.)
• Cases by Priority by Month (Vertical stacked bar chart: Shows the breakdown of cases by priority, for each month.)
• Bugs by Status by User (Horizontal stacked bar chart: Shows the breakdown of software bugs by status, for each user.)
• Bugs by Priority by Month (Vertical stacked bar chart: Shows the breakdown of software bugs by priority, for each month.)

Financial Dashboard:

• Fiscal Year Invoiced Sales (Horizontal bar chart: Shows the 12 months of the current fiscal year, and the value of sales invoiced for each of those months.)
• Fiscal Year Booked Sales (Horizontal bar chart: Shows the 12 months of the current fiscal year, and the value of sales booked for each of those months.)
• Project Expected Revenue by Month (Vertical stacked bar chart: Shows the forecast income from Projects. The various color bar segments are used to represent projects which have different status. The six months starting last month are represented.)

Projects Dashboard:

• Project Expected Revenue by Month (Vertical stacked bar chart: Shows the forecast income from Projects. The various color bar segments are used to represent projects which have different status. The six months starting last month are represented.)

Each chart may be customized by clicking on the Edit button by the top right corner of the chart. This will bring up a small dialog area which permits you to specify parameters of the chart.

A remarkably powerful feature of the Dashboard is that the charts allow for drilling down into the actual underlying data. This means that each distinctively colored area on every chart is actively linked to the set of opportunities it represents - simply click on an area to see those opportunities.