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Jeffrey DM

Sage CRM Best Practices

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Hi - I am trying to see how I can add more information into the Sage CRM and how this information can be managed.

I have realised ( perhaps I have misunderstood how the calendar works, appointments entered in the calendar do not seem to appear in the client’s communications screen.

This poses issues when we wish to determine how many visits /engagements were taken to on-board a client.

On a separate note, I am also seeking to understand how we can record issues raised by clients - would that be through the "Cases" tab?

Lastly- if we were to record credits notes issued etc ( as the Sales Team is not given access to Sage 300) - where should we put this information for the Salesperson's reference? Communications? Notes?

Appreciate any assistance in this regard.

Thanks.

Jeffrey

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  • 0

    Hi Matthew,

    Thanks for taking time to help out. We are using CRM 2024 R1.

    *On appointments:*

    The feedback from the users is that it requires too many repeated entries (meaning entry in the calendar and entry in the company screen) - and we have not even discussed integration with Outlook calendar yet.

    Seeking clarification - if the salesperson were to enter the appointment in the "Company" screen would that appointment also appear in the "Team CRM" or "My CRM" calendar?

    We are trying to work out how to make this seamless.

    That aside, we are also trying to work out what kind of reports or statistics can be generated from these entries i.e Huey, Dewey and Louie all report to Donald, whom is the team manager.

    Donald should be able to see what Huey, Dewey and Louie are doing from the report ( site visits, collection etc) without going into their individual calendars without drilling into the details.

    *On Case Management*

    That is what we are doing, but I thought I would just put it out here to see if someone has a better way of managing this. It also boils down to the same thing  - what kind of reports can I generate and how will these reports look.

    Am loathe to customise as there is no assurance that whatever that is customise will also be translated smoothly when an upgrade takes place.

    Many thanks for your patience in taking time to read this rather long post.

    Kind regards,

    Jeffrey

  • 0 in reply to Jeffrey DM

    Hi Jeffrey

    Appointments - correct, you should only need to create it 'once' for it to appear under Communications on the company and also on the Calendar in My/Team CRM. 

    It all comes down to making sure the 'Company' field is populated on the appointment (and make sure it is an appointment and not task). This way it is then visible everywhere you need to see it

    Reporting - You can build reports (would be a list not calendar style) which show communications, and if the User field is the search criteria then you could report on 



    Cases - What reports do you want? So long the data is there you can report on it, though you might just not have the right report created. 

    Upgrading - Customisations (tweaks done within the product like custom fields, reports and views) are generally 'not' an issue during upgrades, so I would put that concern to one side. It's only when something is developed outside of CRM is where most of the issues are. 

  • 0 in reply to Matthew Shaw

    Thanks for your insight and guidance Matthew. Will give it a go ,and post if I face any issues.

    Kind regards,

    Jeffrey

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