Your first ten steps as a new User

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The first contact as WICE Cloud Based CRM users

The use of WICE Cloud Based CRM is very easy. In this short tutorial, we explain a few basic terms and show you how you can set up the system for your needs. We show you how to add a new address and how to start with the contact management, tickets and To-Do`s

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Most of the functions of WICE Cloud Based CRM are self explanatory if you have understood the fundamental principle how to use the universal ticket management in combination with the addresses, appointments and projects

To be able to use all the features correctly, we recommend to first complete your user profile. In particular, a valid email address must be entered here so that you can automatically receive and sent notifications from the system. Learn how here:Profile

Understanding the address structure in WICE Cloud Based CRM

The highest quality of addresses is the be-all and end-all in a CRM system. WICE Cloud Based CRM helps you with some simple functions to keep the address quality high and to keep the input and the management of addresses as easy as possible.

4 basic address types can be distinguished, which can´t be altered:

  • Corporate addresses - here you will find the corporate data, such as the address, but also further information such as the size of the company and more valuable information.
  • Contact persons- these are people with whom you get in touch from a company. So either individual customers, or partner companies. Contact persons are directly linked to a company.
  • Employees - these are your own employees. WICE Cloud Based CRM users need to have also an employee assigned
  • Private addresses - these are private addresses, which can be accessed only by the individual user

Screenshot: Basic address types

To categorize the addresses into different segments, there are the so called address-categories in WICE Cloud Based CRM. You can set up to four category groups with respectively unlimited category within each category listings for the company-, contact person- and employee-addresses. The set-up and designation of categories and category groups is done within the WICE administration module.

Screenshot: Quick selection according to freely definable category groups

The company addresses and the contact person addresses are the most relevant in customer relationship management.

Working with addresses

Adding a new company address

First, in the main menu, click "Addresses". It then opens the main address view listing the overview of the already existing addresses. Then click on the button "New entry". Then simply enter your own address in the input mask. Select the suitable address categories and click on the "Save settings" button.

You will then see the detail view of the new address.

Screenshot: Address detail view

Create a new contact person for a company address

Click the tab "CP" in the detail view of your new address. "CP" stands for Contact person. In this tab you will find the overview of all contact oersons associated with this address.

Click here on "New contact". Now simply enter your own data for the new contact person that you want to add the desired categories for your contact person too. If you click on "Save", your Contact was added and you will see the detail view of the new contact person. For far more informations about the other options in the address module please click here: Addresses

WICE cloud based CRM offers either ticket or project management for your processes but both can also be linked with each other to some extents.

Using either tickets or projects in WICE?

WICE cloud based CRM offers two types of features to work on and process your tasks: tickets and projects - to make it easier for you to find out which is more suitable towards your needs we will try to explain the basic features, the similarities and differences between them here:

Tickets: action and reaction

Tickets are used on the principle based on action and reaction. You can get an idea when you think of a ticket as a digital file folder, in which you collect and find all information (phone messages, call logs, internal documentation, notes) as well as documents (quotes, invoices), which result in communication (E-Mails, faxes, letters) with the contact persons involved, but also offering to keep up with the the process of the whole ticket by using the hold-file features.

Within the tickets you also control the sales processes and process your order. You can here create and manage sales opportunities (opportunity management) and then generate offers, order confirmations, delivery notes and invoices from these.

Using the work-flow feature within the ticket helps you to set up standard processes (such as the qualification of leads) in simple steps.

The tickets are intended for the contact management in WICE.

Creating a new ticket

In the detail view of the address, click on "TCKTS." tab. All tickets that are linkes to this address are listed here. Click on the button "New ticket".

A ticket has always a supervisor, but within a ticket also other employees can add notes or set up new hold-files. To improve the co-ordination and evaluation of tickets there are also up to four categories in addition to the ticket status.

Enter a subject for the ticket and click on the "Save" button. You will now see the overview of all ticket notes of your new ticket. Find out more about all the features of the ticket module here: Tickets

Creating a new hold-file

To create a new ticket note with a hold-file for you or another employee, now click on "New ticket note". In the text input field you describe the task that needs to be done, e.g. Please call Mr. Schmidt and inquire about the last order. With the selection at "Forward ticket to" you determine the employee of your company that you want to assign the task to. By default your own employee is already selected. The type of ticket note is by default already set to "hold-file" in this line you can now determine the date until the task needs to be fullfilled. Enter today's date in this example. So to know whom you have to call, you must join hold-file with a contact person. The quick selection menu offers you a list with all the contact persons of the company, with which the ticket is associated. But optionally you can also search for any other contact person in the address database.

Click on "Save". You will now see the new ticket note with the hold-file in the overview. The "X" icon indicates that the hold-file is not done yet.

Switch to the dashboard and have look in your personal hold-files tab. Here you can see the freshly-added task. The hold-file remains in effect in your to-do list, until it was marked as done in the ticket. Now click on the company name of the hold-file.

You are now back in the overview of all ticket notes of the ticket. Now click the "X" and confirm your input. The hold-file has been marked as done. If you now switch back to your dashboard, the hold-file is no longer displayed there. In the overview of the ticket notes in the corresponding ticket the note is of course still available.

For more in-depth information around hold-files and ticket notes click here: Ticket notes

Using Projects for scheduled tasks

Project management is the planning, the processing and the control of all project related work. In contrast to a ticket, a project needs to be planned by an employee right from the start and structured towards the included task in order to fulfill all of these.

A project is divided into individual tasks, which have a clearly defined date to start with and to end and in contrast to a ticket hold-file a project task can be assigned to several employees to work with simultaneously. While for a ticket only a single status can be assigned at a time, each project task always has status of its own.

Learn more here on all the feature of the Projects module in WICE.