Cases tracking

The module CRM allows to make the cases tracking. These cases can be of 3 types: sales opportunies, support request from a customer, request follow-up to a supplier. In Tiny ERP, these cases are done by the same system but can be differently represented.

According to the origin, the case can be encoded in one of the three menus:

Business opportunity: Sales Management > Business Opportunities
Support request from customer: CRM & SRM > HelpDesk > All cases
Supplier follow-up: Purchase Management > Purchase Requests

Only the field 'Case Type' differs from a case type to the other. If you modify this field, the case will be sent from one service to the other (from sales department to the engineering department for the support, for example).

Once the partner request encoded, the commercial can take it by clicking on the button 'Open'. The request won't be anymore visible in the available cases list because it will be allocated to this user.

Then the user encodes the fields 'description' and 'date of the next action' according to the next action to execute for this request. When an action has been done, he can press on the button 'Process Action' and the fields are erased to fill in an eventual additional action.

The user can constantly browse the actions of a case in the second tab. Double-click on an history for more details. You will see the information related to the date of each action, the responsible user, the detail of the action and the customer's state of mind.

When the request is finished, the user can close it thanks to the button 'Close Case'. The case becomes inactive and isn't anymore visible in any research. To make a research in the archived cases, it is necessary to search with the criterion 'active=No'.

It happens that you don't find anymore one case previously encoded. There are several possible explanations: either it left in another department and it should be searched via another menu, or it was deactivated and it should be searched with the criterion'active=No'.

Examples of use

1. A user makes a support request from the Internet site (helpdesk)

In that case, the event is automatically created when the request is introduced on the site. A technician can appropiate it by first selecting it in the available events list then clicking on the button Open.

The field Reponsible User will then contain his name. He fixes the problem and then clicks on the butoon Close to close the event. If he doesn't close the request directly, he can obtain the list of his opened requests thanks to the menu: CRM & SRM > Helpdesk > All Cases > My Cases

2. A customer asks for information to the salesman (sales opportunity)

The salesman then creates his own event via his menu option: Sales Management > Business Opportunities. He opens the event with his name by clicking on the button 'Open'. He encodes the estimated income and chances of success. That allows the sales manager to analyze the future sales forecast thanks to 'Sales Pipeline'.

He then recontacts the customer to make him a proposal. While waiting for the customer answer, he is able to work for other customers and open other events. At any time, he can obtain his pending events list via his menu: Sales Management > Business Opportunities > My Business Opportunities.

If he leaves for vacation, he can requeue his events in the available events list thanks to the button 'requeue'. Other salesmen can easily take over because all the events and customer information are linked to the case.