TOTVS CUSTOMER RELATIONSHIP MANAGEMENT

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Objective

Present the TOTVS Customer Relationship Management Application and train participants to operate its resources.

Pre-requirements

• Basic computer knowledge:
  •     Windows Environment;
  •     Microcomputer operating system.

Topics addressed

• Starting TOTVS CRM
• System Menu
• Parameters / TOTVS CRM
• Records
  •     Security: Access Code, Profile, Users
  •     Hierarchy
  •     Location
  •     Attendants: Type of Attendant, Attendant Groups, Workstations
  •     Clients: Origin of Contact, Contact Types,
  •     Licensed Representatives
  •     Reasons: Reason for Repassing, Reason for Inactivity, Reason for Dissatisfaction, Reason Awaiting Third Parties
  •     Categories: General Category, Individual Category
  •     Classification
  •     Group of E-mails
  •     Products.
  •     Work period
  •     Services: Service Types, Parameters, Service  Standards, Service Groups.
• System / Service
• Integration with Microsoft Project
• Operations: Client Information, Service Search, Service Data, Financial, List of Annotations.
• Marketing: Media Type, Segment, Telemarketing Script, Action Type, Channel’s catalogue, Campaign Status, Reason for Contact Lost, Prospects-Suspects, Client Groups, Campaign, Campaign Relationship and Operation.

Course Load

16 Hours