Web Self Service
Take Home Message
Web Self Service gives CRM
information access to assigned
non-CRM users.
Overview
• CRM Web Self Service (WSS) allows third parties
to access necessary data/information stored in
CRM system, outside the CRM application.
• Clever, customizable design enables you to choose
which features to include in your CRM application,
and further modify the application to suit your
needs.
How it works
• Basic mechanism: The
firm’s marketing
department uses the
CRM application and
communicates with
their agents all over
the country using the
WSS application.
Industry: Real Estate
• To illustrate how
WSS works, we are
going to make a real
estate company’s
WSS application as
our example.
Getting Started
Get the WSS URL from your
Marketing Department.
Request for login
details from the
following:
1. Any CRM user
in your
company
2. Your CRM
Works Support
team
3. If you are an
existing WSS
user, you can
use WSS to
request for
login details
from your CRM
team.
Login. If your agent
does not have login
details yet, ask for
details from
existing CRM users.
Click!
Menu Page
Menu page shows you all the functions of your WSS
application
Displays details on
buildings with
vacancies
Shows
details on
available
residential
space
Displays
information on the
user’s list of clients
Enables agents to
enter new leads on
to ACRM
Displays status
reports on
different
statistics.
Enables agents to
search for
opportunities to do
business
Buildings Tab (Search)
Buildings tab enables agents to search, list, and
view building specifications.
You are here.
Key in the name of the apartment,
building, client, or whatever information
you are looking for.
Press
“Find”
to show
the list
of entries
that
contain
your
search
keyword.
Buildings Tab (List)
The “Find” function shows you a list of all
entries that contain your query.
Click on the entry
to view more information.
Buildings Tab (View Building)
Agents can now view more information of
the building they are interested in.
Agents can also view the building’s
library and special promotions.
From the name of the building, to its Development
Manager, this page displays all the necessary information
that your agent needs to know about a building.
Apartments Tab (Search)
Apartments tab enables agents to search, list, and
view apartment details.
You are here.
You can further filter your search query
by keying in keywords, or by choosing
from the options in the search fields.
Click to get
the list of apartments
that match your
search queries.
Apartments Tab (List)
This page lists all the apartment entries that match
your query.
Apartment entries are classified
according to their names,
the project they belong to,
and the number of bedrooms.
You can also have a
quick look into what
apartments are
available per
building. Choose
which building you
want to check from
the dropdown list
and click on
“Refresh.”
Apartments Tab (View Apartment)
This page
then shows
all
information
about the
apartment.
When you think
you found
the apartment
you are looking
for, Hold the
Apartment!
From the number of bedrooms to
the balcony area, to the parking type,
everything you need to know about
the apartment is displayed on this page.
Apartments Tab (Hold Apartment)
Holding an apartment reserves the apartment to an
agent, temporarily shelving the apartment entry from
the list making the details solely exclusive to the
agent.
Clicking on the “Hold” link
temporarily disables the apartment
from being viewed by other agents.
The agent can mention that he is holding
this particular unit for a client
who he thinks will be very interested in
the apartment.
*An apartment can be
kept on hold for a limited
period of time. In case the
bond expires without agent activity,
the apartment will automatically
be made available publicly
once again.
Clients Tab (Search)
The Clients tab enables agents to search, list, and
view their roster of clients and their specifics.
You are here.
You can also
click on this
tab to get a
complete list
of clients in
the
database.
You can search for
clients using the
different filters
available on this page.
Click on find!
The territory filter
narrows the list down
according to territory.
The Client type filter
Narrows the list down
To according to type
Of contact; e.g. Solicitors,
Staff, Service Providers,
Contractors, etc.
Clients Tab (List)
This page lists all the entries that match your search
query.
Agents can click on the “List of Clients” tab to view a
complete list of clients in the database.
Click on an
entry to view
details about
the client.
Clients Tab (View)
This page
displays all
there is to
know about
a client.
Agents can also attach notes, additional
addresses, and other contact information
through these tabs.
From first names, to
their marital status, to
his or her number of
children, this page
displays all there is an
agent needs to know
to determine his
client’s requirements.
Click on “Edit Client” to
update, or modify
existing client
information.
Leads Tab (Search)
The Leads tabs enables an Agent to find, list, and
enter new leads and submit them to the firm’s CRM
system.
You are here.
An agent can
search for
leads by
territory.
An agent can also
search for leads
depending on the
stage of the lead
(cold, tepid, warm
or hot)
An agent can also look for leads
depending on the status of the leads
(Lead just created? Already converted
to opportunity? Or was it successfully
closed?)
Click!
Leads Tab (List)
This page displays all leads that matched your
search query.
Clicking on
the entry will
enable you to
view the
lead’s
summary of
details.
This
dropdown
tool enables
you to further
filter your
leads by lead
status.
Leads Tab (View Lead)
This page
displays the
lead’s
summary.
Everything
that an agent
needs to
know about a
lead is
displayed in
this page.
Agents can also view additional
information, like contacts,
addresses, and attached notes
on this lead.
Agent can create new lead, or
convert this entry into an
opportunity.
Let’s click on
“Create New Lead”
first.
Leads Tab (Create New Lead)
Your
agent can
input new
lead
details in
this
page.
Key in all applicable
field in this page,
make sure to fill up
all mandatory fields
for a lead entry to
save successfully.
Click on “Save” to
add new lead to
CRM database.
A notification will be
sent to CRM users,
notifying them that
a lead has been
create.
ACRM Notification: New Lead
WSS users can contribute to the growth of your
CRM leads database.
Notification will
appear on every tab
in the CRM
interface. This
appears
immediately.
Opportunities Tab (Search)
Agents/WSS users can search the WSS database for
opportunities to do business.
You are here.
Search for
existing
opportunities
release by the
Marketing
Department.
Search via
description,
business
name,
territory, etc.
Click on find to
get list of
opportunities
that match
your query.
Opportunities Tab (List)
This page shows a list of all opportunities that
match the search query.
You are here.
Click on the
opportunity
link to get
more
information.
Opportunities Tab (View)
All the agent needs to know about the opportunity
he is interested in is displayed in this page.
Check the contact
person’s name, what
kind of apartment he is
interested in, etc.
You can also
view more
details,
contract
details, special
offers, notes,
and library
about a
particular
library.
Should a client
decide to
discontinue his
application,
the agent can
mark this
activity as
“Fallout.”
Opportunities Tab (Fallout)
This fallout window finalizes the tagging of a certain
opportunity as canceled, or “Fallout.”
Choose from a variety of categories in this
dropdown list; Contract Issues, to Finance
Issues, to Price Issues.
Click on
“Save” to
mark event as
fallout.
CRM View: Fallout Notification
A CRM user is immediately notified of a fallout.
Notification will
appear on every tab
in the CRM
interface. This
appears
immediately.
CRM Users may also
opt to receive
notifications via the
email.
Reports
Agents can
generate
reports using
WSS by
choosing
desired
filters.
You are here.
Generate more reports; from apartment availability
without pricing, to Opportunity Detail Report, to Sales
Status Summary.
Customize your
reports, choose
filters to generate
your desired list.
Choose whether to
print the report or to
export it to Excel.
WSS Users
The WSS Users tab enables existing WSS users to
create new WSS accounts for new agents, or for
new clients.
You are here.
Key in the details of
your account, and
you are good to go!
The good thing
about WSS is that
there is no limit to
as to the number of
users who can take
advantage of the
service!
Ending
• WSS as e-Support to CRM and ERP applications is
a new strategic approach to building and
maintaining relationships.
• Permits access to third parties, and permits
access to perform routine tasks for non-core
users.
• Major benefits:
– Lower costs (lower than contact centers and email services)
– Affords a company to expand their reach and to increase their
databases
– Customizable; ACRM users can practically design their own workflow,
making the application suit your business.
Contact Information
David Gill
Principal Consultant
CRM Works Pty Ltd
Sydney AUSTRALIA
[email protected]
+61 2 9006 1237
www.crmworks.com.au