CRM
The CRM module Home page will look a little different depending upon the role of the user. A regular Sales Rep type user will enter the CRM and see information about themselves. A Sales Manager type user will see information about the team/teams they are responsible for.
Rep CRM Home
The tiles across the top for a regular rep are as follows:
Navigating the home screen shows the rep quite a lot of useful information about items needing their attention.
On the left of the screen is a convenient search bar to search for an account by name. The Last Customers list will show the 50 most recent accounts i have been in, so that i can quickly get back to them. If there are accounts that i am working with frequently, I can make them as favorites and they will be displayed under the star tab.
Along the right panel on the screen are a series of shutters which can be opened or closed and moved up/down on the page so that the information is displayed in the rep's desired order. Settings will be stored automatically against the user's login so that next time they return to this screen it will open the same way it was last displayed.
User Messages/Alerts
First in my view above is the User Messages/Alerts area. These are generally system generated messages, but can also contain manual alerts as well. Types of alerts you might see in here are as follows
A sponsorship proposal with limited inventory has been created for multiple clients and not everyone will be able to purchase that inventory. As the inventory is getting low (as set up on the Product/position) the reps with open proposals will receive alerts.
Similar to above but with Naviga Impression-based Inventory checking, rather than sponsorship checking.
A client has approved a proposal or purchased an order through the Advertiser portal
An Artist has sent a message about a material
An account I created has been approved by finance
A contact person has been added to one of my accounts
To Do's
Next on my screen above are the Rep To Do's. These might be tasks or meetings that the rep needs to do. As the To Do item becomes past the scheduled date, the date and time box will turn red. If it is still in the future it will display in green.
To update a to do, click on the Short Description to open the To Do window
Fill in desired fields. Action Type, Short Description, Priority and Date is required. For a new to do, tomorrow will be the default date, but that can be changed if desired. If you are configured to sync to outlook or gmail (Google suite), you may click the Sync icon to sync as a calendar entry in your email system. Sync can be defaulted to Yes depending upon the Action Type on the To Do. For example, you may choose to sync Appointments, but not phone calls/task type to do's.
If the To Do is now completed, click on the Completed Details at the bottom and fill in completion details. Optionally, once marked as complete, a followup To Do can be scheduled in the same window.
To log a new To Do, either as something that the rep needs to do in the future, or to log a call that was just completed, the rep can either do that from the customer overview screen if they are on the account already, or they can click on the To Do tile at the top of the screen and then click the button "Create a New To Do."
Proposals / Opportunities
The next window, on the proposals tab, a list of open proposals will be displayed as a reminder to the user of what proposals are currently outstanding. When the Camapign Start date on the proposal is within a week, the Date will turn yellow. When it is in the past, the date will turn red. When it is more than a week in the future, it will be green. Once the proposal status turns red, the rep can either edit the dates and re-send to the client if it is still a viable deal, or they can cancel it if desired.
The opportunities tab will show all opportunities with a future close date. Once the opportunity has passed its expected close date, it will disappear from this list. It can still be found though on the Opportunities navigation button.
Current Campaign Delivery
The final shutter on my screen above is to show the rep their current month's digital order lines and what the GAM fulfilment is looking like.
This will be displayed if the User Security for this user indicates that it should be displayed.
CRM Manager Home Page
A Manager will come into the system and see activity and performance for the users who report to them. The manager will have the option to toggle between the manager view a regular rep view. The last navigation tile is the toggle between the two views. It will display "My CRM" when the other tiles are the manager tiles and will display "Manager" when the other tiles are the rep tiles.
Click on "My CRM" and the tiles will all change to those of a regular Sales Rep. That last tile then changes to a "Manager" tile and they can click that to toggle back to the manager view.
Rep Activity / Manager Home Screen
The manager's home screen will show the performance of their reps at the top of the screen.
Filters are displayed so that the manager can filter to just one Product or Product Group. The default is to show all. The Manager also can filter on Rep Group. If the Manager is in charge of multiple rep groups, they can be viewed one at a time, or all together.
By default, the starting period will be the beginning of the current year and the current period will be determined by today's date. These can be changed by selecting a different start date or current period in the dropdown.
The sales rep selection can be based on the rep on the brand or the rep on the order, depending on the selection in the Rep Selection dropdown.
Budgets can be based on the Product Budgets or the Format Budgets and they can be the original budget numbers or any one of 3 Forecast numbers. Setup for Budgets can be found in the Advertising Module.
Quotes can be displayed at full value or at weighted value based on the Campaign Status Setup
The bar chart below the filters shows each of the 12 months beyond the Start date selected. The blue number is the order value from Confirmed orders in that period and the gray bar is the budget for that period. This shows the total for all the reps in the filters chosen.
For individual rep views, scroll down to the next section. Here we see each rep in my rep group and their performance compared to actuals. The manager can see the budget in dark gray, the confirmed and reserved orders in green and the quotes as well in a light gray color. Any open opportunities are also displayed in shades of purple, based on the stage the opportunity is in.
There are tabs in this section for the Current Month Performance, for the Year through the current period Performance and a detailed 12 month performance
My Reps' Activity
Scrolling further down the page, the manager can see the activities the rep has been doing. This shows counts of activities. How many new actions have they created, how many completed, how many new notes, how many emails, and how many New Opportunities, New Proposals and Approved Proposals. Click on any of those numbers and get taken to a details screen to show the actual activities that make up that count.
Click on the rep's name and you will see the CRM screens as if you were that rep. This allows you to see their Home Page (including their alerts and tasks) to see what is on their agenda. It is another useful way to check up on if they are using the CRM.
Confirmed Sales by Rep
Next section displays their confirmed orders. How much business have they closed in the last Week, Month, Quarter, Etc. This is meant to be a measure of who is closing deals. If an order is moved to a different rep later, the original rep will still be displayed on this report. It isn't meant to be a revenue or commission type report, it is just to show a snapshot of who is closing business and what is the value of those deals.
And then finally, the Rep's To Do's. This displays all their To Do's and the manager can open them, reassign them to someone else or move them to a different date. The To Do's can be viewed in a list or in a Calendar view.
Dashboards using Formats instead
Beginning with 2025.5, we have added a Group Security switch which will change how the Manager's Rep Activity Screen and the Rep's My Performance Screen will display. Please see sections below to understand these changes.
Use Formats Dashboards (Group Security)
One more Group Security Change, this will control if the Rep Activity Dashboard (for CRM managers) and the My Performance dashboard (for CRM Sales Reps) display the original screen or a new Format-based view. Upon upgrade, this will be set to no and the dashboards will continue to look the way they have always looked.
To instead use the new dashboards, you must set this to Yes for the relevant user groups. (See section below for more details on the new dashboards.) This will also control if the new Budget by Format shutter is displayed to the user in Opportunity Entry (also shown below). Reporting options dropdown on the Opportunity will disappear if this is set since the reporting dashboard will be solely based on what is entered in the formats section.
Opportunity Budget by Format (for Reporting purposes)
Please note - this option if only available if "Use Format Dashboard" is enabled in Group Security.
It is not uncommon, especially in the early days of an opportunity, to not really know what exact products, or exact issue dates, the customer will be running in. You may know that they will run some print, some digital, some social, etc., but not be able to pinpoint exact products/dates yet.
As has always been the case, at the top of the opportunity screen the user must select the Opportunity Type (will default from User Security), a Customer ID and Brand, Start and End dates, and a short description. The forecast amount can be left blank at this stage (it will be automatically updated with the sum of the formats below).
On any given opportunity, users with the Use Format Dashboard Group Security set to "yes" will now find "Budget by Format" shutter on an opportunity. This will allow them to put some budgetary numbers in, and allow for it to display in reports, but not be assigned to specific products and issues.
User should select a product group and a format from the dropdowns at the bottom and click the + icon to add it to the grid. Start and End Dates will default to the Start and End dates at the top of the opportunity but can be edited line by line if desired. The start and end date of the opportunity will auto-update if the dates in the Budget by Format extend beyond the original dates set.
Amount for the format should be entered into the amount column. The amounts will automatically update the Forecast Amount at the top of the screen.
On the managers’ rep activity report and the Rep's My performance report the budgetary numbers will be prorated by the number of days in the month and applied to each month. For example, $10,000 forecasted amount over 50 days yields a daily average of $200 (10,000/50 = 200).
The above date range includes 10 days in month 1, 30 days in month 2 and 10 days in month 3
Prorated amounts would be $200 x 10 = $2,000 for month 1, $200 x 30 days = $6,000 for month 2 and $200 x 10 = $2,000 for month 3 as shown below:
New Rep Activity and My Performance Screens
For the manager viewing the Rep Activity Dashboard, the numbers being displayed here will be a little different and the search filters at the top are also slightly different than before
At the top, and again for each rep below the bar chart, there are some numbers indicating how the reps are performing to goal.
Goal - This is a revenue goal for the rep. With this dashboard, we are looking at the Sales Rep Budgets by Format, which is set up in Advertising Module, Setup -> Sales Rep Setup -> Sales Rep Budgets by Format.
Sales - This is made up of campaigns in Confirmed or Reserved Status
Difference - This is the result of the calculation of (Sales - Goal). If the goal has not yet been met, the number will be negative and the text in red font.
Pipeline - this is made up of Opportunities in the pipeline. The calculation here is looking at the formats section, for the Product Group that is selected at the top of the screen, so be sure that the reps are populating the formats section
Difference with Pipeline - This is a calculation of the Difference + Pipeline. So if the rep closed all the deals in the pipeline, would they then meet the goal. (For realistic Calculations, user may wish to use the Weighted values option at the top of the screen so that early stage opportunities will carry less weight than the later stage opps.
XGap - this is a calculation of the pipeline and the difference with pipeline. Ideally, this will be > 1, meaning the rep is meeting budget.
Sales Rep My Performance
The sales rep will see a very similar view to the manager, except that they only see themselves instead of a total of one or more rep groups. The numbers displayed at the same as described above.
Year over Year (YOY) Account Activity Tab
Please note - this option is only available if "Use Format Dashboard" is enabled in Group Security.
There is a new tab in the performance section of the Rep Activity and the My Performance Dashboards. This Year over Year Account Activity Tab shows (by rep and by customer), the Pipeline, Current Year, Last Year and Year Prior Sales numbers:
Upon first load of the page, this section will be blank. The user can select a sort option and click the get data button. Depending on the number of reps assigned to the manager, as well as the length selected in the start period/end period, this report could already take several seconds to load, so we didn't want to add to that by also adding a bunch of specific customer calculations on top of it, so that is why the user will always need to click on "Get Data" whenever they want to see this additional drilldown.
First screenshot is from the Manager Screen (Rep activity) and below is from the My Performance. Same data is displayed, but for the My Performance, it is just for me as a rep, where the manager will see multiple reps based on who are assigned to them on their User Security, Managers Home Page settings.
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