Monday 16 November 2015
UNDERSTANDING THE CUSTOMER MANAGEMENT MODULE
PRESENTER: DOUGLAS MORRIS
SPECIAL THANKS TO MARK JONES, OF ENSYNC
AGENDA
• Introduction and brief iMIS Overview
• Manage Customers
– Data Entry
– Organize tabs
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Activities
Manage Tasks
Committees
User Credentials – Access Keywords
Module Setup
Table Setup
User Defined Tables
Reports & Queries
Q&A
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Monday 16 November 2015
CUSTOMER PROFILE
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Data Entry Techniques
Find and Search
Custom Demographic Tabs
History Tabs
DATA ENTRY TECHNIQUES
• Use the Tab key to move between fields
• Enter completes your entry on the screen
• iMIS will automatically capitalize the first letter of a word or the first
word after a space. (system setup feature)
• When entering dates just type the numeric day and the month and
year will populate after tabbing from the field
• Using the clipboard function copies the contact information for pasting
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Monday 16 November 2015
FIND AND SEARCH
• Using Ctrl + f or clicking the Find button will bring up a record search
– Search by id, name, company, member type, committee, user defined
fields or ad hoc
– Company vs. Only Company
– Custom Fields
• Using a % Wildcard when searching
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iMIS always appends a wild card to the end of your search, so searching for Jones, Mark will return all people
with the last name of Jones, and a first name that starts with Mark (including Mark and Markum). But what if
you were unsure of how Jones was spelled? Use a Wildcard in the middle of your search And all records that
have a last name that starts with Jo and a first name that starts with Mark will be returned.
Also, to search by only First name, just enter %FirstName (replacing FirstName with what you are looking for)
FIND AND SEARCH – HOT TIP!
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Ctrl F8/F9 to cycle through your result list
– Your results window in iMIS can be cycled through by simply pressing Ctrl F8 to go
forward and Ctrl F9 to go backwards.
– Incredibly powerful for viewing a history data and scrolling through the result list.
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Monday 16 November 2015
IQA SEARCH
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IQA let’s you define any type of search and result set that you want to display. Once the query is run
the record can be easily identified and selected.
Training for IQA is highly recommended for users of all levels to provide the skills of segmenting the
records for query and reporting needs.
CUSTOMER MANAGEMENT
• Primary contact information
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Multiple addresses
Key fields
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Customer Type
Status
Category (optional)
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Monday 16 November 2015
THE KEY FIELDS
• ID
– Normally system assigned (forget about it meaning anything)
• Customer Type
– Determine if a record is individual or company
– Determine if a record is a true member or not
• Status
– System definitions
– Others can be added (avoid starting with D)
– Has impact on Dues/Billing module
• Category
– Optional field
– Can be used alone or in relationship with dues/billing module
DEMOGRAPHIC TABS
Standard fields
Ability to collect unique information
You can order tabs to fit your information
needs
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Monday 16 November 2015
CUSTOM DEMOGRAPHIC TABS
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iMIS allows easy setup of user defined tables and fields managed through the
iMIS additional window setup
Other features include overview tab that displays selected fields from other
tab tables, access keywords to restrict access, and user editing of tab
preferences to arrange tab order
DEMOGRAPHIC TABS (CON’T)
• iMIS 10.6 and higher allows you to create tabs that have
multiple tables behind them and even SQL Formulas
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Monday 16 November 2015
HISTORY TABS
• The history section is used to enter, edit, and view
customer information. New records can be added to a
data grid when the grid is white. The Activity/History
section tabs can be toggled back and forth between
displaying current and historical data.
• Editing the tab preferences allows the user to order the
tabs
• Note: Access to see or to edit some tabs may limited by
your administrator. Your administrator can set up optional
Activity tabs to be displayed in the history section.
ACTIVITIES
• iMIS tracks both automatically and via user creation
Activities on each record.
• Some Standard (system Created activities include)
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Change Log
AR/Cash
Billing
Events
Orders
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Monday 16 November 2015
ACTIVITIES
• The Activities-All tab enables you to enter, edit, and view activity
records for a customer record. The following fields display on the
Activities-All tab: Type, Product Code, Date, Description, Note,
Thru Date, Amount, Units, and Attachment(s).
• Show Individuals: Toggles between viewing activities at the individual
and company employee level, or the company level.
• Note: Your administrator can limit access to Activities-All tab
functionality. To enter and edit activities, the Customers
authorization level needs to be set to three (3) or greater. To delete
activities, the Customers authorization level needs to be set to four
(4) or greater.
ACTIVITIES
• To view all Activities
– Open a customer's record in the Manage customers
window.
– Select the Activities-All tab.
– Double-click the gray box to the left of the Type field to
open the Activity Detail window for the activity.
• Attachments can be insert to an Activity record by double clicking on
the activity record and selecting the attachment option
• Hot tip – try the F9/F8 key trick while on this screen
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Monday 16 November 2015
VIEW ACTIVITY TASKS
• An activity task is a reminder that action needs to be taken regarding
a specific customer by a specific date (follow-up date). All activity
tasks must be assigned to a user and have a follow-up date.
• Activity tasks can be assigned to you, other iMIS users, or all users.
When the user to whom you assigned the task logs in on the followup date, the task for the customer automatically displays on the View
activity tasks window (from Customers, select View activity tasks).
However, this only occurs if the Check Tasks on Login option is
enabled for you.
VIEW ACTIVITY TASKS
• When logging into iMIS, you see the tasks assigned to you!
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Monday 16 November 2015
CHANGE LOG HISTORY
• Tracking change history of standard or user defined fields is critical
and often missed in the setup process
• Requires the Table and the Field name to be entered for tracking
• Retention months can be set for record purge in the future
• The iMIS web modules use this setup to track user changes
COMMITTEES
• The Committee subsystem of iMIS Customer Management tracks
committee appointees, their respective terms, and the positions they
have held. The Manage committees window gives you full access to all
committee data maintenance, inquiry, and reporting functions. This
access enables you to do the following:
Activate and view committee rosters of past, current, and future appointees
Maintain a list of appointees and their positions and terms
Maintain a list of committee applicants and proposed appointees
Create and store minutes on any committee meeting or activity
Print a detailed roster of past, current, and future committee appointees and
applicants
– Print personalized, mass letters to any committee grouping
– Print labels for any committee list
– Maintain the tables of committee codes and positions
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Monday 16 November 2015
COMMITTEES (CON’T)
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Adding a new committee member creates an activity record
Position & committee code managed under the “More” option
All reports are run by selecting the “Print” button in the lower left
View past & future committee members
• Never delete committee
records because the activity
history will be lost
• Instead change term dates
to end a term or someone
leaving before term end
• Add new record for change
of position
USER CREDENTIALS
• This area allows you to create security credentials, login
authentication and role based access for staff (Full & Casual) users
and public access.
• Authorization levels let you precisely control the iMIS Desktop
privileges of individual users. A standard type of privilege (such as
Run reports) is associated with each level, but specific windows and
fields also become available at certain levels. Note that Casual records
are limited: you cannot assign them authorization level 8 or the
SysAdmin role.
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Monday 16 November 2015
ACCESS KEYWORDS
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iMIS allows you to assign access keywords that allow only certain users to
view or to enter and edit information on custom window tabs. You can apply
the access keywords to custom window tabs on a tab-by-tab basis.
Apply Keyword on the User Defined Window setup to make read-only for
people who do not have that keyword. Add Access Keyword HIDDEN to hide
the entire window.
The custom tab will be available to anyone who has NOTFORDOUG as an
Access keyword on their User Credentials.
But if you don’t have this keyword, you won’t even be able to see the Custom
Tab.
GENERAL MODULE SETUP
• Basic Options
– Setup of prefixes; company, chapter & major
key prompts; turn on category, functional title,
record deletion, suppression of name field on
company record
– It is not recommended to leave “Allow Delete
from Customer portfolio enable
• Address & Notes
– Setup of primary address prompts, zip code
options, mail codes, note prompts, phone /
fax / email, Accumail activation
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Monday 16 November 2015
MODULE SETUP (CON’T)
• Addition Windows
– Setup of user defined custom
demographic tables and fields
MODULE SETUP (CON’T)
• Indexes
– Setup of additional search fields
– You must modify and run the system
administrator scripts to index the user
defined values (Utilities>>reports &
queries>>system setup>>rebuild indexes)
• Change Logging
– Setup of fields to be logged when changed
by staff or web
– Requires the Table(file) and Field name
separated by a (.) period.
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Monday 16 November 2015
MODULE SETUP (CON’T)
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Advanced
– Setup of duplicate check formula, find list, company flow down fields,
roster & clipboard display, parent company pricing, address change for
meetings, CEU & committee prompts
The above was accomplished by entering the following
formula in the Roster Display Field
Name.ID, Name.FULL_NAME, Name.TITLE, (select
expstat = case when Name.PAID_THRU < GETDATE()
THEN "MEMBERSHIP EXPIRED " + DATENAME
(Month, Name.PAID_THRU) + ", " +
DATENAME (Year, Name.PAID_THRU) ELSE "Current"
END)
CUSTOMER TYPES
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One of the primary strategy behind establishing customer types should be to distinguish
different pricing levels. This usually pertains to billing, but can also include event
registrations and order pricing. Customer types must be mutually exclusive; in other
words, each customer may have only one customer type.
Define the record type as a company or individual record
Define the record type as a member or non-member
Set default billing codes for dues items to be billed for the customer type
Set customer type to handle list billing (ex. bill company for all employee dues)
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Monday 16 November 2015
ACTIVITY TYPES
• Custom activity types can be created to enhance data collection
and
retention of pertinent information about a record
• Ability to create private historical information with keyword access
• Ability to create new history tabs
• Ability to allow user edit
• User defined prompts allow
storage data in standard
activity fields
TABLE SETUP
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A large part of the iMIS Customer system is customized through its
system tables, which support customer data entry and processing. Once
built, these tables supply pertinent information to iMIS about your
organization's processing requirements. These tables fill the following
important roles:
– Data Validation - Most of the tables verify specific data elements during data
entry. For all fields or data elements for which a supporting table exists, iMIS
performs a look-up and refuses any codes not found in the table.
– Clarification - Most tables provide full descriptions of the codes to which they
correspond, which display on windows and print on reports.
– Processing Controls - Some tables have characteristics that guide or alter
iMIS's processing, let you activate features under a certain set of
circumstances, or help you establish data organization and hierarchy.
– Typing Shortcuts - To keep keystrokes to a minimum, some tables enable
expansion that replaces codes with expanded text.
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The table have three primary fields (code, expansion, description). For
ease of data entry keep the codes short with no spaces or punctuation.
Use of the expansion field with write that value to the database field even
if the code is used.
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Monday 16 November 2015
TABLE SETUP (CON’T)
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Country Names
Country Address layouts
State/Province codes
General Lookup / Validation
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There are several general lookup/validation tables in iMIS. Many of these tables are optional,
but provide a way to maintain consistency in data entry. The following tables are most
commonly set up to support the Customers module:
ADDRESS_PURPOSE - enables you to have an unlimited number of addresses per customer
BAD_ADDRESS - enables you to mark address that do not pass validation with codes such as
"moved", "no_such_addr", and so on.
SALUTATION_CODE - provides pre-defined salutations such as "Dear Friends", Dear <name>,
and so on.
DESIGNATION - provides a pre-defined list of designations such as "MD", "CPA", and so on.
COMMITTEE_GROUPS - provides a pre-defined list of categories into which you can group
committees.
For example in a large organization there might be several committees that focus on outreach,
education, and so on.
GROUP_CODE - in order to use the Relationships module you must define the GROUP_CODE
"Role".
Chapters
Committee Codes
Relationship Types
USER DEFINED TABLES & WINDOWS
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When to use vs. Activity
Single Instance/Multi-instance
Defining the Table – Best Practices
Defining the Window
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Field level read only
Window level read only
Hide window from specific users
Custom reports needed
• Modifying the table & window – best practices
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Monday 16 November 2015
DEMO TABLE VS. ACTIVITIES
• Pros
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Endless amount of fields
Control data entry order
Apply read only access
Control by Member Type
Use for Dues Pricing Calculations
• Cons
– Custom reports needed
SINGLE INSTANCE USER DEFINED TABLE
• Used to capture single row information for a single record
– Communication Preferences
– Personal Information
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Monday 16 November 2015
MULTI-INSTANCE USER DEFINED TABLE
• Used to capture multiple rows for a single record
– Education
– Scholarships
• Include a unique identifying field (Year)
CREATING A USER DEFINED TABLE
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Customers>Setup Module>General> Additional Windows
Everyone should be out of iMIS
Log in as Manager
Prefix Table Names (We like to use Demo_)
– Uppercase first letter
– e.g. Demo_Emergency
• Multiple Instances Allowed option
– Use to Create a Multi-Instance table
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Monday 16 November 2015
CREATING A USER DEFINED TABLE
• Always Create
– Use when you want a record always created for this table
• Use for Due Pricing option
– Allows table to become part of Name_All view which the iMIS dues system
can “see”
• Only applies to these types
– Leave it blank to apply to all record
– Type in Member Type codes to enable for defined member types
• M, NM
– Note, this is risky if you are using always create
CREATING A USER DEFINED TABLE (ADDING FIELDS)
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Prefix Field Names
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Set Field Type
– All Uppercase, No Spaces, Use Underscores
– e.g. DE_CONTACT_NAME
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Char (Alpha and/or Numeric)
Int (Whole Numbers Only)
Number (Whole and Decimals)
Money ($ and No Rounding)
Checkbox
Date
Time
DateTime (Rarely Used)
Set Field Length – only on Char Field Type
– Max length 8000 for a character field*
– Use 32,767 for a NOTE/TEXT field (harder to search but unlimited storage)
*Version specific, some versions of iMIS moved any field over 256 characters to a
NOTE/TEXT field
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Monday 16 November 2015
CREATING A USER DEFINED TABLE (ADDING FIELDS)
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Prompt (maximum length 30)
Format type
Validation – use for the corresponding lookup table name
Multi Select – choose multiple values for a field
CREATING A USER DEFINED WINDOW
• GET EVERYONE OUT OF IMIS
• Auto- create window via Define Tables or manually add it
via the Window Designer
• Assign the table for the window
• Type in # of Columns
• Add the fields in desired order
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Monday 16 November 2015
CREATING A USER DEFINED WINDOW
• Prompt – change prompt from what was defined on the User Defined
Table (not recommended)
• Read Only – this will be non-editable for everyone
• Show window fields on customer profile – prints on Profile Report
• Access Keywords
– Assign a special access keyword to only allow those users edit rights
– Assign the word HIDDEN as well to completely hide the window from users who
don’t have the access keyword
USER DEFINED TABLES/WINDOWS – BEST PRACTICES
• Everyone out of iMIS
• Remove a field from the window first BEFORE making any changes to
the field on the table set up
– VERY IMPORTANT
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Add the field back to the window after the table has been updated
Table names are upper/lower case
Field names are all upper case
Prefix field names with the table abbreviation
256 characters or less for guaranteed Character (non-Note field)
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Monday 16 November 2015
USER DEFINED TABLES/WINDOWS – BEST PRACTICES
• Use Lookup tables when ever possible
• Use for Dues Processing will add the field to the Name_All
view
• iMIS can only have 20 tabs active at once
REPORTS AND QUERIES
• iMIS consist of multiple reporting options
– Standard reports using default define selection options
– Standard reports with user defined ad hoc searches
– Integrated MS Word merges using the Lettering system reports (must be
install during client installation)
– (IQA) Intelligent Query architect user defined searches & reporting using
the iMIS business object views
– Ability to integrate user developed Crystal reports into the menu selection
(added through Utilities >> Report Specs)
– SSRS – Integration of SQL reporting services through IQA
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Monday 16 November 2015
REPORTS WALK-THRU
Q&A
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Monday 16 November 2015
PRACTICE
• Create a new member record with a join date of today
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Rod Dalglish
General Manager Business Services
Electrical Trades Union Victoria
Level 1, 200 Arden Street
North Melbourne VIC 3051
• Create a Call activity task and assign it to yourself
– Rod calls about exhibiting at the upcoming conference. Enter the call
notes and remind yourself to send Rod the prospectus and call him back
on the 21st of November about signing up.
• Change Rod’s title to CFO
– View the change log history
MORE PRACTICE
• Create a committee called NiUG
– Add Rod and a few other people in the database to the committee.
– Make Rod the Chairman for this year starting April 1, 2015
• Print a committee Roster and sort by Position
• Find all records with ….
• Create a Company record and link Rod to it
– Electrical Trades Union Victoria
– Level 1, 200 Arden Street
– North Melbourne VIC 3051
• View the Company roster
• Run a current membership roster
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Monday 16 November 2015
CONTENT PAGE WITH TEXT AND TABLE
SUBTITLE PAGE WITH TEXT AND TABLE
• Place holder for first level text and more
• More placeholder text and more text
– Place holder for second level text and more
• Place holder for third level text and more text
– Place holder for fourth level text and more
COLUMN 1
COLUMN 2
COLUMN 3
COLUMN 4
Item One
Item Two
Item Three
Item Four
CONTENT PAGE WITH TEXT
SUBTITLE PAGE WITH TEXT AND TABLE
• Place holder for first level text and more
• Place holder for first level text and more
• Place holder for first level text and more
• More placeholder text and more text
– Place holder for second level text and more
• Place holder for third level text and more text
– Place holder for fourth level text and more
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Monday 16 November 2015
WITH THANKS TO OUR SPONSORS
NIUG DISCOVERY CONFERENCE
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