3. Client management

Thursday

Apr162009

Thursday, April 16, 2009 at 1:49PM

Click Clients to access the Client database.

Client records can be found on tabs with the first letter of the client company name corresponding with the name of the tab. You can always filter found records by selecting additional search criteria from the drop-down menu or using the Client Search function that searches through all client-related database fields. You switch between tabs by clicking on the name of the tab.

Found records can always be sorted by their status, company name, last contact or the name of the account manager. “Top” tab shows your clients marked as such.

Double-clicking the name opens the clickable list of the last 5 projects of this customer.
You can send email to the customer by clicking on the “envelope” icon.
Clicking on the telephone number will activate the phone dialer (if installed).
Small colored flags display the client rating given by the account manager.
Client record can be accessed by clicking on the company name.

You can access Client remarks without leaving the page by clicking on the icon.
This icon will be displayed in yellow if the record already contains Client remarks.

Click on the name of the Client to open Client record.

The Client record opens at the Overview tab.
This tab is supposed to provide you with the most essential information about the client.
It shows:

All open projects, otherwise 5 last projects. You can click through to access these projects
Client Remarks
List of all contact persons
Time at the Client's location (if the Client's timezone is set).

At the bottom of the screen you have a single button:

New sale - opens a new Quote screen

Click Company to open the Company tab

‘Company’ tab contains contact details for the client.Besides the basic information it allows you to select the timezone and assign the client to any client- or lead group.

Company tab fields:

Company - contains company name
Department - department within a company
Rating - Client rating (excellent, good, reasonable, bad, very bad)
Contact - Salutation and Contact name of the main Contact person
Position - Function (position of the main Contact person)
Address - Street address
Postal code - ZIP/Postal code
City - City/Town
Province/State
Tel - Primary telephone number
Tel2 - Secondary telephone number
Fax - Fax number
E-mail - Primary e-mail address
E-mail - Secondary e-mail address
Skype - IM address (Skype etc)
Ref - Client reference (your own CLIENT_ID for CRM links)
Website - website address
Reg - Record created date
Tags - Keywords to tag this Client
Top - Check this box if you want this Client to appear on the Top tab
Lead - How did you acquire this Client? Select one of the options (optional)
Group - To which group does this Client belong? Select one of the options (optional)
Time zone - What is the difference in hours between your location and your Client's location
Language - What is the main communication language?
Location - Which location is the ownere of this Client's record (if you use more than one location)
AM - Who is the owner of this record? This name is selected automatically while creating Quotes.
2 AM - Secondary owner / peer

Tip: after selecting the timezone you will see the local time displayed at the top right corner of the Client record.

IMPORTANT! Please note that unsaved changes will be discarded.

At the bottom of the screen you have four buttons:

New sale - opens a new Quote screen
Hide - allows you to hide this record
Delete - deletes a record if it has no Quotes, POs, Projects or Invoices attached.
Save - saves all changes

Click Billing to access the Billing details:

‘Billing’ tab contains all relevant financial details that are used for invoicing.

Billing tab fields:

Company - Company name for invoicing (can be different from the name on the Company tab).
Contact - Default Contact name for invoicing
Address - Street address for invoicing
City - City/Town name for invoicing
Province/State - Province/State name for invoicing
Dept - Department for invocing
Minimum rate - Client-specific minimum rate (overrides Company minimum rate)
Country - Country for invoicing
CstNum - Customer ID for Export (Venice, Exact, Accountview, QuickBooks ID etc)
CstNumDelivery - Second Customer ID for Export (Venice, Exact, Accountview, QuickBooks ID etc)

Client ID - Client ID for Export (Venice, Exact, Accountview, QuickBooks ID etc)
VAT reg - VAT registration number
Price list - displays a link if Customer-specific Pricelist is available
Inv print - Check if Client requires printed invoices
Inv PDF - Check is Client accepts electronic invoices
Payment tolerance - additional tolerance in days before warning about overdue invoices
Invoicing period - Client-specific payment terms in days (overrides default applicaiton settings if selected)
Tax - Client-specific tax for invoicing (overrides default Country settings if selected).

There are three buttons at the bottom of the screen:

Copy primary address - saves you time by copying Company address data to the billing tab.
New sale - opens the New Quote page
Save - saves all changes

Click Mailing to access the Mailing details:

‘Mailing’ tab contains all relevant contact details that are used for creating mailings.

Mailing tab fields:

Company - Company name for mailing (can be different from the name on the Company tab).
Contact - Default Contact name for mailing
Address - Street address for invoicing
Postal code - Postal/ZIP code
City - City/Town name for invoicing
Province/State - Province/State name for invoicing
Country - country for mailing
Checkbox Mailing - check it to include the client in General mailing
Checkbox E-mail list- check it to include the client in E-mail mailing
Checkbox Fax list- check it to include the client in Fax mailing

IMPORTANT! You can export all marked for mailing records into an Excel file by clicking on Clients->Faxlist, Clients->Mailing or Clients->Mailing. Please note that it can take quite a while before the export is complete if you work with a substantial number of client records.

There are three buttons at the bottom of the screen:

Copy primary address - saves you time by copying Company address data to the billing tab.
New sale - opens the New Quote page
Save - saves all changes

Click People to access the People details:

This tab lists all people you worked with within the Client organization. You can add as many People as you like. The records are sorted alphabetically by Name.

To add the new record:

Go to the bottom of the screen
Add the contact information and click on the "->" button. The record will be added immediately.

To edit existing record:

Double-click any name.
All fields are now editable. Change the information you want and click on the "->" button. The record will be changed immediately.

To add a Memo to a record:

Click at the icon to open the Memo form.
Change the information you want and click on the "->" button. The record will be changed immediately.

To delete a Person's record:

Click at the icon to delete a record.
Confirm deletion
Person's record will be deleted immediately.

Click Remarks to access the Remarks tab

This tab gives you access to two Memo fields:

1. Client feedback (required by EN 90158) - intended to collect feedback from the client
2. Client management - intended to collect any client-related short notes.

IMPORTANT! The contents of the Client Management Memo field can also be accessed by clicking at the icon on the Client list (main page of the Clients module).

Click Accounts to access the Account Management module.

This tab can be used as to create client-centric to-do lists per account manager.
Create account events, flag their status (in progress, needs attention, completed etc) mark them as important, not important etc and add a description. All events will be automatically color-coded, ordered by time and date and added to the dashboard overview.

All entered events are editable.

Events marked as ‘completed’ will be automatically removed from all personal to-do lists and moved to the Account history on the ‘Account’ tab.

Accounts tab fields:

Event date. Select a date by clicking on the calendar icon
Event title.
Initials of the account manager. You can create events for yourself and for other account managers as well.
Status (completed, in progress, needs attention and cancelled) for each event.
Importance (important, very important, not important). Importance flag is also color coded for easy reading and recognition.
Event description (up to 2000 characters).

All open tasks are presented color-coded and sorted by date/time. You can edit any task by double-clicking it. Do not forget to save the changes by clicking the '->' button.

Click Documents to access the Documents tab.

This tab allows users to link any documents (Word, Excel, Powerpoint, PDF etc) to the client record. All uploaded and linked documents are automatically indexed and can be searched using from the ‘Document Search’ page (Click Clients->Document search).

Click Contracts to access the Contracts tab.

This tab allows users to create Frameworks agreements and upload documents.

A Framework agreement allows users to group and budget several projects together and track progress for them.You can link any documents (Word, Excel, Powerpoint, PDF etc) to the Framework record. All uploaded and linked documents are automatically indexed and can be searched using from the ‘Document Search’ page.

Frameworks tab fields:

All open Framework agreements are listed at the top of the page and are color-coded depending on its deadline.
Agreement title - the working name of the Agreement
Status (draft, open, delivered, cancelled)
Owner - a Person who is the owner of this Agreement (Client side)
OWner - an Accountmanager who is the owner of this Agreement (Your side)
Contract budget - maximum contract value to be booked on this Agreement
Agreement period - timeframe for this Agreement (triggers color-coding).
Memo - any description

Espresso allows you to upload and register any document (Word, Excel, Powerpoint, PDF etc) to a Framework Agreement document after you create a new Agreement record:

You can find the overview and financial state of all open Agreements in Clients->Agreements.

Click History to access the History tab.

This tab is filled automatically. You cannot change anything yourself.
All listed quotes, projects and invoices are clickable.

Parts of the History tab:

Invoices - lists all Invoices (drafts, sent, paid and cancelled) including the Invoice code and invoiced amounts. You can click through to all related Projects and Invoices.
Projects - lists all Projects (open, delivered and cancelled).You can click through to all related Projects.
Quotes - lists all Quotes (open and cancelled).You can click through to all related Quote records. Cancelled Quotes can be recovered by clicking the Undelete icon. Undeleted Quotes will be immediately displayed in the Sales overview (click Sales).
Resources - lists all Resources who used to work for this Client including names, sort of work they performed, number of projects and accumulated costs booked on these Resources. You can click through to Resource records.
Client Statistics in Units - displays the ordered volume per month (in words).
Client Statistics (monetary) - displays the ordered volume per month (in default currency).
Unit Statistics - displays the ordered volume per language combination per month.

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