Source Technologies Ohioedge CRM+BPM User manual

Ohioedge CRM+BPM Server Users Guide
Tammy Dixit
January 5, 2007

Ohioedge CRM+BPMServer Users Guide...........................................................................1
Introduction....................................................................................................................................3
Background.....................................................................................................................................3
Organizational Roles and Responsibility Management:...........................................................................3
Organizational Process (Workflow) Management:..................................................................................4
Custom Fields: .........................................................................................................................................5
Campaign Management:...........................................................................................................................5
Assignment Management:........................................................................................................................6
Creating an Activity:......................................................................................................................7
Activity created by a campaign:...............................................................................................................7
Activity created manually:......................................................................................................................10
Business Cases:.............................................................................................................................13
Business case I: Activities review by Sales Director.............................................................................13
Business Case II: Activities review by Regional Manager....................................................................20
Business Case III: To-do review by Sales Rep.......................................................................................23
Business Case IV: Performing an activity .............................................................................................26
Email Template:...........................................................................................................................33
Letter Template:...........................................................................................................................34
Summary.......................................................................................................................................35

Introduction
This manual is intended for the users ofOhioedge CRM+BPM Server. It explains tasks
performedby a typical user, such as, assigning, performing &signing-off tasks, running
reports, creatingemail and letter templates, running campaigns, etc. Examples used in this
manual referto the sample ‘Demonstration Corp.’database included with Ohioedge
CRM+BPMServer download (http://www.sourceforge.net/projects/ohioedge).
Background
Organizational Roles and Responsibility Management:
In the context ofbusiness processes,for example sales,typically an organization’s
activities are organized underbusiness units, for example regions,divisions, etc. This
enables an organization to performactivities at lower (transactional)levels andanalyze
them at higher (summary) levels foreffectiveness.Figure 1 shows the organizational
model of Demo.Corp. Demo Corp. operatesunder three national offices. National sales
managers manage national offices. The US Sales national office is furtherorganizedinto
regions – Western Southern,and Midwest. These regions are responsible for the day-to-
day sales activity, performedby their sales representatives.The Canadianand Mexican
offices don’t have further breakdown into regions and directly overseethe activities of
sales representatives.

D e m o n s t r a t i o n O r g a n i z a t i o n
D e m o C o r p .
S a l e s R e p
u s - w s s r
W e s t e r n R e g i o n
R e g i o n a l M a n a g e r
C l a r k H o u s t o n
S a l e s R e p
u s - s t s r
S o u t h e r n R e g i o n
R e g i o n a l M a n a g e r
D o n H u c k l e
S a l e s R e p
u s - m w s r
M i d w e s t R e g i o n
R e g i o n a l M a n a g e r
S a l D o w n e y
U S S a l e s
N a t i o n a l S a l e s M a n a g e r
J a m e s B r o o k
S a l e s R e p
c a n - s r
C a n a d a S a l e s
N a t i o n a l S a l e s M a n a g e r
S c o t t K r a d i c h
S a l e s R e p
m x - s r
M e x i c o S a l e s
N a t i o n a l S a l e s M a n a g e r
J o h n D o e
D e m o C o r p .
V P o f S a l e s
G a r y K e s s l e r
Figure 1.
The organizational chart/hierarchydiagram illustrates organizational hierarchy,roles
associated with the levels of hierarchyand actual people assigned to these levels. The leaf
nodes (lowest level) of hierarchyare transactional nodes. This is whereactual work takes
place. This is the vertical model of an organization. Later in the business cases on running
reports, signing-off, etc., we will see how the vertical model enables differentpeople at
different levels, view/perform different data/activities.
Organizational Process(Workflow) Management:
Below is asample organizational process(workflow) diagram:
The organizational processdiagram illustrates the horizontal model or flow of work (that
takes placeat the leaf nodes oforganizational hierarchy.)

Ohioedge CRM+BPMServer organization administrator is responsible for configuring
organization-specific vertical andhorizontal models.
Custom Fields:
To be completed.
Campaign Management:
In Ohioedge CRM+BPM Server, every activity a user performsbelongs to a campaign. A
campaign specifies the purpose ofoperation. A campaign may begeneric or specific; it
may be never ending or short-lived. For example, an organization could setup a ‘general
business’ campaign to performand track its day-to-day activities or setup a ‘send seasons
greetings’ campaign to send seasons greetings to the presidents of existing customers or
setup a ‘promotional offer’ campaign to email anew promotion to prospective customers.
A campaign is also how inputs (accounts,contacts, etc.) are assigned to accountmanagers.

The creation of a new activity is validated against the selection criteria of its campaign to
ensure that the input (accounts,contacts, etc.) is accessibleto the creator -accountmanager
for example. Here is the technical definition of such relationship: creatorshave access to
campaigns; and campaigns specify input selection criteria.Figure 3 shows how to createa
campaign.As seen in the figure,a campaign uses an input factory to select thedata
(company presidents for example) for which campaign is to run.Campaign is started from
Setup->Services. Ohioedge CRM+BPMServer organization administrator is responsible
for setting up input factories.
Assignment Management:
Lost sales due to poor follow up on leads is amajor sales obstacle. The most effective and
profitable wayto deal with this issue from a sales perspective is to do the following:
Route leads to the right sales repautomatically, eliminating delays and
Track the progressof leads through the sales pipeline in real time.
In Ohioedge CRM+BPM Server assignment of leads (tasks) to sales reps is done
automatically. This, in addition to the campaign management functionality that enables
accounts to beowned by account managers,facilitates multiple sales repsworking under
an account managerto receive specific input (leads, etc.) assignments.
Ohioedge CRM+BPMServer comes with an out-of-the-box assignment logic of ‘simple
random assignment.’ Below is how the ‘simple random assignment’ logic works:
Let’s say thereare two sales reps – A and B, available at the ‘Cold Call’ activity type. The
‘simple random assignment’ logic would assign the first unassigned activity at Cold Callto
sales rep A, the second to sales repB, the third to sales rep A, so on and so forth.Figure 4
shows how activities are assigned to Sales RepJ. Todak automatically (seeGunton Corp
customer record in the figure.)

Figure 4.
Creating an Activity:
Activity created by a campaign:
Say you havea campaign setup to call all the Presidents of theterritory with area code
‘216’ with a new promotional offer. Figure 5 shows a campaign NewPromo defined.

Figure 5.
When you run this campaign,the robot will automatically assign activities to the Sales Rep
responsible for the Canada Cold Calls.Figure 6 shows a report of the activities assigned to
the CanadaSales Rep.

Figure 6.
If you drill down on any activity, as shown in Figure7, you will see all thedetails of the
activity that needsto be performed.

Figure 7.
Note the Campaign name is the New Promo campaign, which indicates that New Promo
campaign createdthis activity.
Activity created manually:
An activity can be created manually by a mechanism that has the privilege to create an
activity. An activity can be created for a
1. Customer
2. Customer Person
3. Buyer
4. Customer Requirement
5. Other input you configure to flow through Ohioedge CRM+BPM Server.

Say you want to createan activity for a customer West End Construction. You will first
have to select the customer. As shown in Figure8.
Figure 8.
Click on the Activity link in theQuick Links portlet. Click on theMaintain link in the
upper left cornerportlet. Figure 9 shows the Activity Maintain page.

Figure 9.
Select the Territoryor ActivityTypeHierarchythat this activity will be a part of. Let us
select Canada Cold Call. Select a campaign andclick on Create button. Click on theList
All link in the upper left cornerportlet. Figure 10 shows the activity that was manually
created.

Figure 10.
Similarly, if an activity for a Customer Person/Contact needs to be created you will have to
select the appropriate Contactbefore creating an activity. It is the samefor creatingan
activity for a Buyer or a Customer Requirement by selecting the appropriate Buyeror
Customer Requirment.
Business Cases:
Business case I: Activities review by Sales Director
Consider that the Sales Dir. of ABC Corp. wants to review all the activities happening
under all the regions. Hereis what the Sales Dir. will do:
Login. The Ohioedge CRM+BPMServer administrator will provide the
username/password.

Figure 11. Login
Ohioedge CRM+BPMServer offers two types of reports: PDF reports and HTML reports.
The PDF reports are for general purpose reporting. Existing PDF reports could be
customized or new PDF reports could beadded using third-party reportwriting tools. Here
are some examples ofPDF reports:

Figure 12.
Here are some results:
Activity Audit Report

Figure 13.
Number of open activities by Assignee Report

Figure 14.
The HTML reports aredriven by input factoriesand are primarily used forreporting
activities by activity types bycertain criteria.Some of the typical reportswould be
‘Activities Due Today,’ ‘All Open Activities,’ ‘Activities Past DueDate,’ etc. As shown in
Figure 15, the HTML reports areaccessible from - @QuickLinks->Home-><report
record>->Report. It is Ohioedge CRM+BPMServer administrator’s job to createHTML
reports.

Figure 15.
The user can further drill-down to view lowerlevel activities as shown in Figure 16.

Figure 16.
Or if the userselects the reportoption, a list of all the activities under all regions will be
listed as shown in Figure17.

Figure 17.
Business Case II: Activities review by Regional Manager
Consider that the Regional Mgr. of DH Central regionof ABC Corp. wants to review all
the activities happening underhis/her region. Here is what the Regional Mgr. will do:
Login. The Ohioedge CRM+BPMServer administrator will provide the
username/password.