The Customer Relationship Management (CRM) feature in Options provides a suite of tools designed to streamline the tracking of interactions and information for customers, suppliers, and staff. These functions work seamlessly together to help manage communication and ensure your business maintains strong relationships.

Key CRM Features in Options:

Customers

• Contacts: Unlimited Contacts per Customer Card with different sales people being able to be linked to different contacts.
• Business Type: Allocate a Business Type to each customer for reporting and marketing.
• Default Price Level: Allocate a special Price level for certain customers - up to 15 standard levels.
• Delivery Address: Unlimited Delivery Addresses.
• Parent/Child: Setup Master and child customers for access to central billing or central pricing.
• Access at your fingertips: From the client card, at the touch of a button see everything relating to that customer, Quotes, Orders, Deposits, Invoice History, Related Purchase Orders, Call History, Accounting Transactions for reconciling. Email an old copy of an invoice at the touch of a button.
• Email: Email direct from Options to capture full email history per client.
• Quoting: Create Quotes directly from the Customer card and be able to add other attachments on the fly when emailing. Turn your quote into an order at the touch of a button with no re-entry.
• Contract Pricing: Create contract pricing for the client from a Quote with optional expiry date.

Enquiry & Project Tracking

• Incoming Enquiries: Track incoming enquiries and assign to a sales person prior to setting up as a customer and quoting.
• Projects:
  • Designed to track projects prior to quote stage and throughout project completion.
  • Link multiple Quotes, Orders and other documents to your project with different clients all to one project.
  • Track the progress of your project with the standard 6 stages in Options or create your own sub-stages to track progress in more detail.
• Analysis & Pipeline: Analyse projects per stage, filter, sort and export to excel as required. View Pipeline for the whole company, per location or per sales person.

CRM Calls and Emails

• CRM Calls: Log calls with customers, capturing key details such as date, time, contact information, subject, and call notes.
• Customisable Call Types: Choose from predefined options like Sales Enquiry, Quote, and Follow-Up Call, or tailor the call types to suit your business needs.
• Call Statuses: Track the status of each call, including options for Received (Un-actioned), Actioning, and Complete.
• Follow-Up Calls: Schedule follow-up calls, assigning them to the relevant staff member with a specific date/time range. Follow-ups can be set for the same date, as an all-day event, or at a specified time.
• Calendar Integration: Follow-up calls with a set next call date will appear in the Options Calendar and can be synchronised with Office 365 or Outlook calendars.
• Accessing CRM Calls: The CRM button is available across multiple windows (Customer, Quote, Sales Order, Invoice, Return Authority, Supplier, Purchase Order, Shipment, and Stock Return). Calls are automatically linked to the documents they were created from.
• Attachments: You can attach relevant files to each call for easy reference.
• Call and Email Tracking: In the CRM Calls window, all calls and emails are displayed with filters for status, customer/supplier, and document, making it easy to track interactions.
• Email Logging: Any email sent from Options will be automatically saved to the customer or supplier's record, along with the related document, and can be accessed from the CRM Calls window.

Calls Actioning

• The Calls Actioning window functions as a To-Do List, displaying calls and calendar appointments that need attention.
• By default, it shows uncompleted calls up to the current date, including those from prior months.
• View all calls across any date range, making it easy to manage past and upcoming tasks.
• New calls can be entered directly from this window for efficient tracking.
• Directly access the customer or supplier master file, as well as any related documents, linked to each call.
• Change the status of calls between Un-actioned, Actioning, or Complete.
• Generate an Activity Report detailing the number of calls by type, pending, accepted, or rejected quotes, and the number and value of sales orders.

CRM Reporting

• Calls and Appointments Analysis & Pipeline: Provides administrators and managers with the ability to analyse CRM calls, offering detailed insights on a monthly or weekly basis, as well as statistics segmented by location.
• Customer Call List: Displays a comprehensive list of CRM calls recorded for each customer, organised by operator, call type, date, customer, sales person, and call status.

CRM Marketing

• The CRM Marketing feature in the customer master file allows you to print, export, or directly email marketing content to a selected group of customers.
• You can Export to Excel for use with external email marketing software based on criteria such as:
  • Customers who have spent over a specified amount in the last few months.
  • Customers who have purchased a specific product or a product from a particular supplier within a set date range.
  • Customers who have bought items from a particular product group during a given period.
  • Customers living within a selected postcode range.
  • And other default selection options.
• HTML Email: Automatically sent emails can include custom HTML formatting, allowing you to add graphics and professionally styled text for effective marketing.
• Email Attachments: You can attach files to your marketing emails.
• All email campaigns sent through this feature are logged against each customer, with a detailed email marketing history saved and accessible within the system.