Difference between revisions of "CRM HOWTO"

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The main purpose of the CRM is to capture, track and develop contacts in a mutually beneficial manner. This can be done in a relatively straight forward manner with the CRM. That said this is a new service and a new way of working for EGI and the NGIs so the instructions and guidance may evolve as we learn.  
 
The main purpose of the CRM is to capture, track and develop contacts in a mutually beneficial manner. This can be done in a relatively straight forward manner with the CRM. That said this is a new service and a new way of working for EGI and the NGIs so the instructions and guidance may evolve as we learn.  
 
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There are three ways to initiate these operations:
 
There are three ways to initiate these operations:

Revision as of 16:06, 21 September 2012

Access and Login

The authentication in EGI CRM is performed through EGI SSO which has been integrated in Vtiger authentication mechanisms. However, not all EGI users have access to the system, which is only available to NILs and EGI.eu members. If you are a NGI staff, and you need access to EGI CRM, you should contact your NIL. NILs can ask for the inclusion of other actors, forming a network of trust, by requesting the access through egicrm.helpdesk@lip.pt.

The EGI CRM can be accessed at http://crm.egi.eu by using EGI SSO credentials.

Login window


Main Options

The navigation toolbar

Once logged-in, CRM users are redirected to the EGI CRM Home page. Currently it displays the main navigation toolbar (on the top) and a shortcut toolbar beneath.

The main navigation toolbar comprises the following EGI CRM functionalities / options:

  • My Home. The user can define his / her own preferences regarding what info should be displayed.
  • Data Management. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.
  • Activity Management. This option enables managing project, project tasks, and milestones.
  • Support. This option enables the access to support documentation and FAQs.
  • Analytics. Through this option the user can access to reports, following predefined templates and dashboards.
  • Tools. This option provides with additional tools to the user.


Accounts

Accounts is the Vtiger body used to represent entities which are being (or should be contacted). Pragmatically, Accounts are used to:

  • store information about research projects that are being executed (in Europe or at national level)
  • store information about the research institutions that are participating in research projects.


Browsing Accounts

The Data Management option in the main navigation toolbar enables creating or viewing the details of Accounts. Once you choose the Accounts option, the system presents a list of all Accounts available in the system. Through this list, the user can:

  • Navigate through all accounts with an Account Name starting by a given character
  • Ordenate all accounts by alphabetic order by clicking on the Account Name string (table top column)
  • Have a preview of the information stored under a given account by going with the mouse pointer on top of the Account Name of a given account
  • See the details of a given account by clicking on the name of the account


Account List


Filtering and Searching Accounts

While browsing accounts, it is also possible to

  • Select one of the predefined search filters to restrict the subset of data displayed in the list
  • Search a given account by Account Name, Accout Type, Project List, Scientific Discipline, Status or Assigned To
  • Refine your search using the Advanced Search functionality

The following example shows how a user could use the Advanced Search functionality to search all the research institutes hosted in a given Country or Assigned to a given NGI

Advanced Search example: Search all the research institutes hosted in a Portugal or Assigned to NGI_Portugal


Adding an Account representing a Research Project

The details on how to insert an Account representing a Research Project are available in Record Projects Data.

It is very important that, when you add a new project, the Account Type field is correctly set to

  • ESFRI Project, if it represent an ESFRI Research Project
  • National Project, if it represents a National Project
  • Other international, if indeed it is not an ESFRI or National Project

Check the CRM Videos section to see the tutorial on how to add an Account


Adding an Account representing a Research Institute

The details on how to insert an Account representing a 'Research Institution are available in Record Research Institution Data.

It is very important that, when you add a new Research Institution, the Account Type field is correctly set to Research Institution

Check the CRM Videos section to see the tutorial on how to add an Account


Contacts

Contacts is the Vtiger body used to represent persons from institutions (representative persons of actual or potential user groups) who EGI has interest to interact with. Pragmatically, Accounts are used to:

  • store information about individual persons in charge of research projects or research institutions


Browsing Contacts

The Data Management option in the main navigation toolbar also enables creating or viewing the details of all Contacts. Once you choose the Contacts option, the system presents a list of all Contacts available in the system. Through this list, the user can:

  • Navigate through all contacts with a Last Name starting by a given character
  • Ordenate all accounts by alphabetic order by clicking on the Last Name string (table top column)
  • Have a preview of the information stored under a given contacts by going with the mouse pointer on top of the Last Name of a given contact
  • See the details of a given contact by clicking on the Last Name of the contacts


Contact List


Filtering and Searching Contacts

While browsing accounts, it is also possible to

  • Select one of the predefined search filters to restrict the subset of data displayed in the list
  • Search a given account by First Name, Last Name, Role, Account Name, Project List and Assigned To
  • Refine your search using the Advanced Search functionality

The following example shows how a user could use the Advanced Search functionality to search all the Contacts Assigned to a given NGI


Advanced Search example: Search all the Contacts Assigned To NGI_Italy


Creating a new Contact

There are two alternative (but equivalent) ways to create a Contact:

  1. Create a standalone Contact (without being associated to any Research Institute or Research Institute account)
  2. Create a Contact associated to a Research Institute or to a Research Institute account


Creating a Standalone Contact

This method allows the user to create a Contact without associated it to a Research Institute or Research Institute. This represents the use case where the user feels the need to record information about a Contact but has no idea what is the Contact's Research Institute or Research Project.

Details are available in Record Contact Data. The association to a Research Institute or Research Institute is made through the Account Name attribute in the Contact Creation web form, which in this case, can be left empty, and filled à posterióri.

Check the CRM Videos section to see the tutorial on how to add a Contact


Creating a Contact and associate it to an Reseach Institute or Research Project account

If the user wants to create a new Contact and already knows to which Research Institute or Research Project does the Contact belongs to, the best way is to:

  • Search for the account representing that Research Institute or Research Project, which obviously has to exist in advance
  • Select the account
  • Select the account More Information tab
  • Expand the contacts section
  • Hit the Add Contact button, which will redirect you to the Contact Creation web form, but with the Account Name attribute already filled



Documents

Documents in EGI CRM are used as auxiliary tools in order to register important conversation / feedbacks between between NIL's and contacts. Examples on how to use Documents are the following:

  • Record the discussion I had with an ESFRI/non ESFRI project member
  • See the discussions (or a summary of discussions) that other NGIs had with their projects


Browsing Documents

Documents stored in EGI CRM can be accessed from the Tools tab under the main navigation toolbar. Once you choose the Documents option, the CRM will present a list of all Documents available in the system. Through this list, the user can:

  • Navigate through all Documents with a Title starting by a given character
  • Ordinate all documents by alphabetic order, Document Number, Document name,Modified Time, Assigned To, Download Type or Active
  • Download File by just click on the file name, or given mouse right click and save as ...
  • See the details of a given Document by clicking on the Last Name of the contacts


How to insert a new document into CRM

Filtering and Searching Documents

While browsing documents, it is also possible to

  • Select one of the predefined search filters to restrict the subset of data displayed in the list
  • Search a given document by Unique Document name, Assigned To, Download Type, Active, File Name or Version
  • Refine your search using the Advanced Search functionality
How to insert a new document into CRM


Create a document to record discussions with contacts and accounts

In order to record/store conversations between NILs and contacts (from any kind of account), you must create a Document with a resume of the conversation (.pdf, .doc or .txt files prefered) and associated later to the respective account or contact. You can proceed by two ways:

  1. Create a Document and latter associated it to a given contact/account (Documents are accessible under the more information tab for a given account/contact)
  2. Direct way, go to a given contact/account and under more information tab select Document and choose select, if document already exists in CRM or add a new document and follow the procedure explained previously.

The details on how to fill the web form for the document creation are available in Record Document.


Activity

This section covers short term work related to a Contact or to an Account. It describes the elements of this process - to do lists, events and documents - available within CRM and also the suggested way of utilising these.


The main purpose of the CRM is to capture, track and develop contacts in a mutually beneficial manner. This can be done in a relatively straight forward manner with the CRM. That said this is a new service and a new way of working for EGI and the NGIs so the instructions and guidance may evolve as we learn.

There are three ways to initiate these operations:

  1. They can all be accessed through the 'Quick Create...' tab on the right hand end of the top menu bar.
  2. They can be created from the list of 'Actions' on the right hand side of the screen. The 'Action' option 'Add note' ultimately achieves the same thing as 'New Document' but the sequence of steps is different.
  3. The can be initiated from under the 'More Information' tab to the right of the 'Contact Information' tab above the contact details.

Third of these methods is recommended as this presents the clearest presentation of how the various elements work together and support the interactions with contacts. The elements are each associated with individuals but can be reassigned to create workflow of tasks.

Do be aware that all contacts have the right to view information about themselves. Please do not use this service to record personal opinions about individuals, simply factual but constructive information.

  • To Do Lists (Actions to be undertaken)

Click on 'Add To Do' and a new task can be added - the fields are self-explanatory. Once saved, the list of tasks can be viewed.

  • Document/note (records of meetings or interactions)


  • Event



Reports and Analytics

EGI CRM provides a very strong functionality to generate several kinds of reports. To access this functionality:

  • Select Analytics from the main navigation toolbar
  • Select Reports


Once the Reports option is selected, the user is redirected to a list of pre-defined reports. Among those reports, we emphasize:

  1. Contacts by Accounts: All Contacts in the system associated to a Research Institution or to a Research Project account.
  2. Contacts without Accounts: All Contacts in the system not associated to any Account
  3. Accounts without Contacts: All Accounts in the system without associated Contacts
  4. Accounts not contacted: All Accounts with associated Contacts but still not contacted
  5. Documents per Account: Documents per Account
  6. Documents per Contact: Documents per Contact
  7. Accounts contacted: Accounts with Contacts that were already contacted
  8. New Accounts (last 30 days): List all new Accounts from the last 30 days
  9. Modified Accounts (last 30 days): List all modified Accounts from the last 30 days
  10. New Contacts (last 30 days):: List all new Contacts from the last 30 days
  11. Modified Contacts (last 30 days): List all modified Contacts from the last 30 days
  12. New Documents (last 30 days): List all new Documents from the last 30 days


Creating custom reports

Users can create their own custom reports. The following example shows how a user can generate a custom report to determine the list of Research institutes accounts withouth Contacts, assigned to given NGI.

  • Select Analytics from the main navigation toolbar, and then Reports.
  • Select the green plus sign to add a new report, and a new window with a Wizard will be opened.
  • Select the module (Accounts, Contacts) on which the report will act on.


Ekarolis - Analytics - Reports - EGI CRM create report.png


  • The customization of the report consists on the following steps:
  1. Report Details: Type the Name & Description for the report
  2. Related Module: Select a module to correlate information. For example, if you are customizing a report for Contacts but you need to access information from Accounts, then you should select Accounts in this step
  3. Report Type: Select Summary Report
  4. Select Columns: Select the information you what to see displayed in the report
  5. Specify Grouping: There are three hierarchical ways to organize the report output
  6. Calculations: If there is reports with numerical columns, here you have the change to present grand totals
  7. Filters: Add conditions for the report. In this example "List of Institutes in The Netherlands without the contacts":
    1. First condition is: "Account Name" field (under Contacts section) equals to a blank field.
    2. Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"
  8. Sharing: Select if you want to have the report private or public
  9. Schedule Email: Schedule Report to be sent to the selected Recipients at regular intervals through email


Ekarolis - Analytics - Reports - EGI CRM institutes without contacts.png


The output generated by previous report is


Ekarolis - Analytics - Reports - EGI CRM institute without contacts report output.png

Note: if institute participates in more then one project, the list of projects is split by "|##|"


Support

A list of FAQs can be accessed through the option Support / FAQ, which also can be consulted at the wiki page CRM_FAQ.

Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt, and if they are of global interest, they will be published in this section.