IAMI Help - CRM Centre

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IAMI's CRM centre is a powerful contact and call management system, with highly configurable elements for use with a wide range of applications such as distributing newsletters using Mailmaker, or call-centre account management.

After clicking the CRM centre icon, a list of CRM accounts is displayed:

Note that because of the highly configurable nature of this module, some of the column names and filters may not exactly match your application. To view and edit the details of an account, click the  icon. this takes you to the main CRM Account screen. This screen contains a number of sections. Once again, because this section is highly configurable some of the field names (and entire sections) may not exactly match your application. Each section has a title bar, and on the right hand side of this there is a button labelled [Hide] or [Show]. this allows you to collapse (hide) or expand (show) each section so that you can choose the arrangement which displays the essential information most useful to you.

This screen is extremely powerful, and is the basis for managing your data as well as setting complex filters and genreating reports. At the top of the page there is a set of icons which access the specialised functionality of this screen.

Account Details

These are split over two areas: essential information at the top of the screen with less important information at the bottom. There may also be a an additional section of customised fields for your application:

A new account is created by clicking the  icon. After entering details or amending an existing record, click the  icon. To delete an account, click the . These options will be greyed-out (disabled) during the mask-setting process (see below).

Contact Details

The database can hold any number of contact details for each account. Your application may also have a customised set of fields for each contact.

The contacts section lists all the contacts associated with this account. Above this are the entry fields for adding a new contact or for editing an existing one. To add a new contact, complete the details and click ADD. To edist an existing contact, click the corresponding  icon. This transfers the details into the editing area. Amend as required, thing click UPDATE.

History

Each time the account record is updated and entry is made in the history file by default. The history record can be used to record actions and enter recommendations for follow-up actions. Entries can be linked back to previous actions, which generates a chain of events which can be easily retraced.

The history section lists all previous actions associated with this account. Above this are the data entry fields for entering new details or amending existing entries. You can not delete or amend an entry which does not belong to you, i.e. it was entered by someone else. Each time the account is SAVEd, and entry is made in the history file. To change the default entry, enter details in the history data entry area before saving the account record. To amend an existing entry, click the corresponding  icon. This transfers the details into the editing area. make your amendmends then click UPDATE.

To create an auditable chain of actions and events, use the FOLLOWING selector box to select the previous action you are following up. You can also recommend a follow-up action by selecting NEXT ACTION, a person to do the follow-up in ACTION BY and set an action date in ACTION DATE. It is then possible for other users to create a mask which lists all accounts with actions pending for their attention.

Document Upload

You can create a library of documents for each account. These documents can be any file type (images, PDFs, Microsoft Word, etc). When you upload a document you can also send a notification email to a distribution list to let people know that it is available. Please note: unless your web application specifically permits it, these documents will only be available to other IAMI users with access to your account. Uploads which are to be publicly available are normally uploaded via the Site pages module.  At this time, there is no way of storing or recalling a circulation list.

 After clicking the UPLOAD DOCUMENT button, the file upload dialog appears:

Once the details are completed, the file is uploaded and the notification emails (if selected) are sent. the upload may take some time depending on your connection speed and the file size. Once complete, you will be prompted to upload another file:

Setting Masks

The ability to set masks (another word for a complex filter) is a powerful feature of IAMI's CRMCentre, and is used for extracting details from the database which conform to set criteria. It also forms the basis for reporting (in the form of an Excel spreadsheet). To set a mask, click the  icon. The screen changes to mask-setting mode, and a detailed set of notes on mask setting appears the the top of the page:

Setting a mask involves entering logical expressions into each field relative to the information you want to extract. For example, to look for an exact match to a acount name, enter the following in the Account Name field: = ACME Corporation. As well as the = (equals) sign for an exact match, the following operators are also available: > (greater than), < (less than), <= (less than or equal) >= (greater than or equal to).

To search for part of a string, use the LIKE operator with the wildcard symbol %. For example, to search for an account which contains ACME, enter LIKE %ACME%. To search for a name which begins wiith ACME, enter: LIKE ACME%, and similarly to search for a name which ends with ACME, enter: %ACME. Other valid searches: AC%ME, %AC%ME, etc

Dates must be entered in the following format: YYYY-MM-DD. This ONLY APPLIES TO MASK SETTING- in normal operation, any recognised (UK) format is accepted: DD/MM/YY, Feb 28 2006, 28 February 2006, etc

Some special variables are available for date field masks, and are typically #today#, #tomorrow#, #lastmonth# , #nextyear#, etc. When used, the actual date relative to the current date is inserted. For a complete list, and the current values these return, click the link contained in the notes section described above. When your mask is complete, click the icon to apply your mask.

Once a mask is set you can step through each returned record using the navigation icons:  (first record),  (previous record),  (next record),  (last record).

To remove a mask, click the  icon.

Saving Masks

Once set, masks can be saved and recalled at a later date or from within other modules such as Mailmaker. The process is similar to creating a report, which is described in the next section. First set your mask as described in the previous section, then click the (report) icon. This opens the Report Configurator dialog:

To save the mask, enter a name for it in the Report Name box. Click the PUBLIC radio box if you want this mask to be made available to other users, then click Save As New.

Modifying Existing Masks

To modify an existing mask, first select it from the RECALL SAVED MASK selector at the top of the screen, then click the  icon. Make any amendments, then click the  icon to apply the mask. Save the modified mask as described above. If you are replacing an existing mask, first save the new mask under a new name, then delete the old one.

Creating Reports

To create a report, set a mask as described above, then click the icon. This displays the Report Configuration dialogue, which typically looks like this:

You can select the fields which are to be included in your report by clicking the box next to the field name. Due to the highly configurable nature of this module, some of the field names may be different in your application. Once you have selected your fields, you must save the report before you can run it. Once saved, click the RUN REPORT button. The report is created and opened as an Excel spreadsheet so you may see an alert which looks something like this:

You can choose to save the file to disk an open it later, or you can open it straight away by clicking OPEN. You can then use any of Excel's powerful features to work with your report, or export it to another application. Note that if you select OPEN, the spreadsheet will open in your browser's limited implementation of Excel. You may have to save the file first, then open it using the full-blown Excel application to be able to use all of Excel's features.

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