Installation and Configuration Using the e-mail gateway
10.8 Profiling
10.8.1 Using Call Center Features
You can manually encode calls that happen or you can pass them into OpenERP. But for mass campaigns, you can import a list of phone calls to make. To do this, click the import link at the bottom of the list of phone calls. On the GTK client use the toolbar button Form → Import data... at the top. The different operators can be assigned calls and handle them one by one using the menu Sales → Phone Calls → Outbound . The operator can open the calls one by one. For each call, after having contacted the customer, the operator can click on one of the following buttons: • Cancel: you cancel the call. For example you could cancel the call if you have tried to call them more than three times. • Held: you have spoken to the customer by phone. In this case the operator can change the case section and send it to sales opportunities, for example. You could alternatively leave it in this state if you do not need to carry out any more actions with this customer. • Not Held: the customer has not been called, you will try to call him again later.10.8.2 Establishing the profiles of prospects
During presales activities it is useful to qualify your prospects quickly. You can pose a series of questions to find out what product to offer to the customer, or how quickly you should handle the request. Tip: Profiling This method of rapidly qualifying prospects is often used by companies who carry out presales by phone. A prospect list is imported into the Open ERP system as a set of partners and the operators then pose a series of questions to each prospect by phone. Responses to these questions enable each prospect to be qualified automatically which leads to a specific service being offered based on their responses. As an illustration, take the case of the OpenERP company which offers a service based on the OpenERP software. The company goes to several exhibitions and encounters dozens of prospects over a few days. It is important to handle each request quickly and efficiently. The products offered by OpenERP at these exhibitions are: • training on OpenERP – for independent people or small companies, • partner contract – for IT companies that intend to offer an OpenERP service, • OpenERP as SaaS – for small companies, • a meeting in conjunction with a partner to provide a demonstration aimed at providing a software integration – for companies that are slightly larger. The OpenERP company has therefore put a decision tree in place based on the answers to several questions posed to prospects. These are given in the following figure Example of profiling customer prospects by the OpenERP company : 120 Figure 10.10: Example of profiling customer prospects by the OpenERP company The sales person starts by asking the questions mentioned above and then with a couple of minutes of work can decide what to propose to the prospective customer. At the end of the exhibition prospects’ details and their responses to the questionnaire are entered into OpenERP. The profiling system automatically classifies the prospects into appropriate partner categories. This enables your sales people to follow prospects up efficiently and adapt their approach based on each prospect’s profile. For example, they can send a letter based on a template developed for a specific partner category. They would use Open ERP’s report editor and generator for their sales proposition, such as an invitation to a training session a week after the show.10.8.3 Using profiles effectively
To use the profiling system you will need to install OpenERP’s crm_profiling module. It is part of the core OpenERP system in version 6.0.0 so you do not have to download it separately from addons-extra. You can also use the Reconfiguration Wizard and add Profiling. Once the module is installed you can create a list of questions and the possible responses through the menu Sales → Configuration → Leads Opportunities → Questions. To obtain the scheme presented earlier you can create the following questions and responses: Table 10.1: Questionnaire for defining profiles Questions Possible Responses Journalist ? Yes No Industry Sector ? IT ERP Consultant Services Industry Others Number of Staff ? 1 2-20 21-50 51-100 101-500 500+ Contact’s job function ? Decision-maker Not decision-maker Already created a specification for the work ? Yes Soon No Implementation budget ? Unknown 100k 101-300k 300k For instance, a sales person specializing in large accounts for the service sector could have a profile defined like this: • Budget for integration: Unknown , 100k-300k or 300k , • Already created a specification for the work? Yes , • Industry Sector? Services . When entering the details of a specific prospect, the prospect’s answers to various questions can be entered in the Profiling tab of the partner form. OpenERP will automatically assign prospects to the appropriate partner category based on these answers. Customers corresponding to a specific search profile can be treated as a priority. The sales person can access the profile of the large active accounts easily.Parts
» Think Different Materi ERP openerp book v6
» Why this book? Think Different Materi ERP openerp book v6
» Independent Installation on Windows
» Installation on Linux Ubuntu
» Creating the database Database Creation
» Extending Open ERP New OpenERP functionality
» Database creation Think Different Materi ERP openerp book v6
» Preferences toolbar To connect to OpenERP
» Configuring Users Managing partners
» The Configuration Reconfigure wizard
» Installing an application module from the Modules list
» Installing a module with its dependencies
» Installing additional functionality Installing new functionality
» General Features What’s new in OpenERP
» Business Application-related Features What’s new in OpenERP
» Basic Concepts Getting started with OpenERP
» Boost your Sales Getting started with OpenERP
» Manage your Books Getting started with OpenERP
» Drive your Projects Getting started with OpenERP
» Driving your Sales Getting started with OpenERP
» Driving your Purchases Getting started with OpenERP
» Organise your Warehouse Getting started with OpenERP
» Measure your Business Performance Track your Process Flows
» Business Example Basic Settings
» Get your Database Up and Running with Demo Data
» Fit your Needs Think Different Materi ERP openerp book v6
» Configuring Accounts Database setup
» Configuring Journals Configuring the Main Company
» Creating partner categories, partners and their contacts
» Creating products and their categories
» Stock locations Database setup
» Setting up a chart of accounts
» Make a backup of the database
» Purchase Order Driving a Purchase Sales Flow
» Receiving Goods Driving a Purchase Sales Flow
» Invoice Control Driving a Purchase Sales Flow
» Paying the supplier Driving a Purchase Sales Flow
» From Sales Proposal to Sales Order
» Preparing goods for shipping to customers Invoicing Goods Customer Payment
» Terminology What is in it for you?
» Filtering your Partners Contacts Addresses Partner Categories
» Fetchmail Advanced Customer Relations
» Automated Actions Advanced Customer Relations
» Profiling Advanced Customer Relations
» Report Designer Advanced Customer Relations
» Helpdesk Calendars Think Different Materi ERP openerp book v6
» Analyzing Performance Think Different Materi ERP openerp book v6
» Automating actions using rules
» Installation and Configuration Using the e-mail gateway
» Creating and maintaining cases
» Supplier relationship management Think Different Materi ERP openerp book v6
» Establishing the profiles of prospects
» Using profiles effectively Profiling
» Installing the Outlook plugin
» Configuring the Outlook plugin
» Installing the Thunderbird plugin
» Configuring the Thunderbird plugin
» Using the Thunderbird plugin
» Automate your leads with Marketing Campaigns
» Defining a Marketing Campaign in OpenERP Guidelines for creating a campaign
» Customer Receipts Supplier Vouchers
» Draft Invoices Accounting Workflow and Automatic Invoice Creation
» Reconciliation and Payments Accounting Workflow and Automatic Invoice Creation
» Cancelling an Invoice Invoices
» Credit Notes Refunds Invoices
» Managing Bank Statements Accounting Entries
» Manual entry Accounting Entries
» Import Invoices Accounting Entries
» Cash Management Accounting Entries
» Reconciliation Process Accounting Entries
» How to Manage your Payment Orders?
» Financial Analysis of Partners
» Taxation Statutory Taxes and Chart of accounts
» General Ledger and Trial Balance
» The Accounting Journals Statutory Taxes and Chart of accounts
» Management Indicators Company Financial Analysis
» Good Management Budgeting Company Financial Analysis
» The Accounting Dashboard Company Financial Analysis
» Using a Preconfigured Chart of Accounts Creating a Chart of Accounts
» Payment Terms Opening Entries
» Case 1: Industrial Manufacturing Enterprise
» Case 2: Law Firm To each enterprise its own Analytic Chart of Accounts
» Case 3 : IT Services Company
» Setting up the Chart of Accounts
» Creating Journals Putting Analytic Accounts in Place
» Integrated with General Accounting
» Manual Entries Analytic Entries
» Analysis per account Financial Analysis
» Key indicators Financial Analysis
» Management of staff Managing Human Resources
» Contract Management Managing Human Resources
» Entering timesheet data Timesheets
» Managing by department Timesheets
» An integrated process Employee Expenses
» Recruitments Hire New People
» Assessments Inspire your People
» Holiday Management Inspire your People
» Fixed Price contracts Managing Service Contracts
» Cost-reimbursement contracts Managing Service Contracts
» Fixed-price contracts invoiced as services are worked
» Contracts limited to a quantity
» Creating Projects and Related Tasks
» Managing tasks Project Management
» Invoicing Tasks Project Management
» Priority Management Project Management
» Delegate your Tasks Project Management
» Project Phases Long Term Project Planning
» Scheduling Long Term Project Planning
» Planning by time or by tasks?
» Not everything that is urgent is necessarily important Organizing your life systematically
» Understanding Double-Entry Stock Management
» Product Types From Supplier to Customer
» Procurement Methods – Make to Stock and Make to Order Supply Methods
» Units of Measure From Supplier to Customer
» Receipt of a Supplier Order by Purchase Order
» Receipt of a Supplier Order by Product Customer Delivery
» Customer Delivery by Product
» Stock Locations Basic Logistics Configuration
» Location Types Basic Logistics Configuration
» Location Addresses Basic Logistics Configuration
» Accounting Valuation in Real Time
» Linked locations Basic Logistics Configuration
» Structuring locations Basic Logistics Configuration
» Handling Customer Orders Basic Logistics Configuration
» Linked Production Basic Logistics Configuration
» Push Flows Logistics Configuration in a Multi-Company Environment
» Pull Flows Logistics Configuration in a Multi-Company Environment
» Stock Rental Locations Import Export
» Automatic Procurement Minimum Stock Rules
» Stock Moves Management of Lots and Traceability
» Lots Management of Lots and Traceability
» The different journals Management by Journal
» Using the journals Management by Journal
» Requirements Calculation Scheduling Just in Time
» Planning Managing Partial Deliveries Receiving Supplier Products
» Manual Data Entry of Goods Receipt
» Confirming pre-generated Goods Receipt Documents
» Confirmation by Selecting Products Waiting Product Routing
» Management of production Think Different Materi ERP openerp book v6
» Configurable Bills of Materials
» Manufacturing Think Different Materi ERP openerp book v6
» The customer order Workflow for complete production
» Producing an Intermediate Product
» Manufacture of finished product Delivery of product to the customer
» Invoicing at delivery Workflow for complete production
» Security days Calculation of lead times
» Definition of concepts Operations
» Routing Impact on the production order
» Work operations Management of operations
» Subcontracting manufacture Events and barcodes
» Scheduling Treatment of exceptions
» Entering data for a new repair Repair workflow
» Invoicing the repair Management of repairs
» Manual procurement Management of waste products and secondary products Sales Quotations
» Packaging Think Different Materi ERP openerp book v6
» Alerts Think Different Materi ERP openerp book v6
» Order Configuration Control Deliveries and Invoicing
» Picking Mode Control Deliveries and Invoicing
» Tariff Grids Management of Carriers
» Delivery Modes Management of Carriers
» Delivery based on Ordered Quantities
» Margins by Product Keep Track of your Margins
» Margins by Project Keep Track of your Margins
» Creating Price Lists Example
» Rebates at the End of a Campaign
» Open Orders Layout Templates
» Price Request from the Supplier
» Goods Receipt All the Elements of a Complete Workflow
» Control based on Goods Receipt
» Tenders Price Revisions All the Elements of a Complete Workflow
» Elementary Statistics Purchase Analysis
» Analytic Accounts Think Different Materi ERP openerp book v6
» Examples of Process Process Integration in the Management System
» Using processes effectively Workflows and User Processes
» Defining your own user processes
» The importance of good document management
» Classic document management solutions
» Getting Started The OpenERP Solution
» Internal and External Access using FTP
» Mapping between OpenERP Resources and Directories
» Standardizing Structures Searching for documents Working with users’ changes Version Management
» OpenERP Server Setup Think Different Materi ERP openerp book v6
» DNS Server Setup Think Different Materi ERP openerp book v6
» SSL Setup Think Different Materi ERP openerp book v6
» Calendars on iPhone Think Different Materi ERP openerp book v6
» Prerequisites Calendars on Android
» How to configure? Calendars on Android
» Calendars in Evolution Think Different Materi ERP openerp book v6
» Prerequisites Calendars in SunbirdLightning
» Configuration Calendars in SunbirdLightning
» Creating a Configuration Module
» Changing the menu Configuring the menu
» Personalizing the welcome page for each user Assigning default values to fields
» Changing the terminology Configuring the menu
» User Login Think Different Materi ERP openerp book v6
» Managing access rights Think Different Materi ERP openerp book v6
» Modification history Groups and Users
» Configuring workflows and processes
» Managing statistical reports Configuring reports
» Managing document templates with OpenOffice.org
» Creating common headers for reports
» Exporting Open ERP data to CSV
» Importing CSV data to Open ERP
» The CSV format for complex database structures
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