10KSB CRM Training

1. July 9, 2014 10KSB CRM Training • CRM stores data and allows for demonstrating processes and workflow • Program is flexible: many modules with different purposes, able to add/amend fields to modules easily. • Today’s training objectives: • Getting Started: Users, imported data, data preparation • Workflow in the CRM • Importing Application and Interview Addendum

2. Getting Started Users/Assignments • First - add your users: Admin > User Mgmt > Create User • For imported records, must update all records for correct Assigned UserLeads/Accounts/Contacts: Filter by 10KSB User field, then select all and mass update to correct Assigned User. General Info: • All records are viewed globally by all users • Do Not Store SSN in the CRM or other documents with highly sensitive information, i.e. tax docs • New information is tracked by your login • Assignments to other users can be made on various activities or records and they receive notification by email

3. Work Groups • Leads • These are where the preliminaries happen. Bring in Leads from webform, data entry, and soon Online Applications. All applicants come into Leads first. • Accounts • Are Companies/Organizations. In SugarCRM hierarchy, this is the foundation. Partners are added here (not Leads). • Contacts • Are people related to Accounts ~ many (contacts) to one (account). • Cohorts • This identifies the opportunity cohort you are focused on for that Account, e.g. Cohort 1.

4. Subpanels • Subpanels are entryways to other Modules associated with the module you are on. • Examples: • While in an Account, can find Contacts or Cohorts or Activities associated with it. • Can use Subpanels to create/select Contacts for Accounts

5. Activities • Activities are various meetings/notes/calls/tasks and are associated with various modules. • Activities are sticky and usually associated to module you added or associated them, e.g. activities created in Accounts will show there. Activities created in Contacts will show there. • For 10KSB, we are aware that there are lots of activities that will go on during various phases over long periods of time in the lifecycle of an applicant or partner. Activities can be repeated for some prospects that may reapply several times. • Emails: SugarCRM is set up to send, but not receive emails from the program. It is also set up to send emails (personal or templated) to individuals or small numbers of recipients. Use a bulk email program, e.g. Constant Contact, to send emails to a large number of recipients.

6. Leads • All Leads (are people like Contacts) and start here as potential applicants.Partners do not need to be recorded as Leads. Lead can be imported (info session list or online application), automatically added through Webforms or entered manually. • All early qualifying activities are logged here as well as the online applications imported to Leads. At conversion, data is carried over to Accounts or Contacts. • Leads are converted when they are “Applicant”. • The Cohort # must be added at the time of conversionin order to create the relationship between Cohort-Account-Contact. • Once a Lead is converted, it will continue to be a record in Leads. To see only working leads, i.e. filter by “not converted”.

7. Imported Data from previous records • Each site is a little different. Main items to check: • Check that the data imported is what you expected. Contact CentralPoint if you think something isn’t quite right or missing. • Add your users and convert 10KSB User >> Assigned User • In some cases, information was imported in December. All must be reviewed and data updated to be current. If there are significant issues, contact CentralPoint to discuss options.

8. Preparing the Partner Info by Site • As of the July 2014 updates, each site may enter their Partners by name for tracking purposes. • Refer to how to “edit labels and fields” in Training 4 referencing the Admin-access-only Studio feature. http://help.10ksbcrm.com/reference/editing-labels-and-fields For example, you will only need to change the “display” label from Partner 1 to “bank name”. This is done in the Accounts Module.

9. Data Preparation • Besides assigning the correct users: • Peruse Accounts and Contacts and set their current status, lifecycle, and Account/Contact type. Fill out any mission/report critical fields either blank or in error and make sure all records are accurately portrayed for the applicant’s status at this time. • For assistance in filtering Contacts, add the Cohort in the Contacts module (Contact Details – a ‘relate’ field) • Use Mass update on key fields to handle record updates for larger numbers of records at one time.

10. Accounts and Contacts • Partners are entered directly in Accounts (first, unless the Account already exists) and then Contacts. Do not put Partners in Leads. • Information/activities stored in Accounts are related to the “company/organization”: Company Info and Referral Info • Information/activities stored in Contacts are related to the “individual”: Personal Info, Prior Business, Interview Addendum/Documents • Accounts and Contacts have various categorizations that identify them by Type, Status, and where in a Lifecycle. All records are a snapshot of the record in time. Important to keep up with lifecycle and status fields. • If they do not move on to become a Scholar, they should have their status changed to be recycled for next Cohort. • For Partners, a simpler Partner Status indicates Active, Past, Future or Dead.

11. Cohorts • These are the list of Cohorts past, present, future. • Applicants and Partners may both associated with Cohort(s). • This module is not modified or added to, i.e. data is not added to this module after the initial conversion. It establishes the relationship between accounts/contacts/cohorts that you see specifically in the subpanels after conversion.

12. Applicant Workflow – 1: Leads • All potential applicants for 10KSB should flow through Leads. • Webforms submitted from website: They come in unassigned and notification comes to CRM Admin. They should be immediately assigned and an email notification will be automatically sent on assignment. • Data Entry: Individuals can create new leads directly in the Leads module one at a time. • Data Import: With the new online Application (which will become live and able to be used late summer 2014), sites will regularly import Applicants. Other lead lists, e.g. info session attendees, can also be imported. • Once a Lead is an “Applicant”, they should be converted. When you convert the Lead, the field “Applicant Lifecycle” is pre-filled in Contacts with “Applicant”. [Sites can load their current Applicant Tracker reports into the CRM, but we encourage entering directly into the CRM to eliminate extra steps.]

13. Applicant Workflow – 2. Accounts/Contacts • Company data is gathered and compiled in the Accounts module. • Converted Applicants in Contacts start as Applicants in the Lifecycle and should be updated as they move through the process to Alumni or are recycled to Prospect/Dead file. • As data is gathered about the applicant (person),it should be recorded in the appropriate field(s) under the appropriate tabs. • When the applicant submits an Interview Addendum, the data is updated in the Contacts module using either data entry or the contact import feature. • Activities (calls, notes, meetings, emails)related to the contact are scheduled, sent, and recorded in the CRM.

14. Applicant Workflow – 3. Reassignment • All Contacts that do not succeed in the process to become Scholars should be reassigned a Lifecycle as appropriate. ICIC will work with you to assign stages in the lifecycle in line with national guidelines. • All reassigned as prospects for the next or a future cohort should stay in Contacts. You will have prospects in Leads going forward (that are not yet converted) and prospects in Contacts that are not yet applicants.

15. Reports • Applicant Tracker: This report has been updated to accommodate new fields and workflow as of July 2014. This report is run and downloaded to Excel as requested. To test and successfully run this report, applicants must have the correct Applicant Lifecycle “Applicant” and an assigned Cohort. • Status List: This is a new report (July 2014) sites can run to identify applicants in process. • Partners Report: This report provides a listing and opportunity to count each partner referral (up to 10) as identified by site.

16. Importing the Application Data • Using the Excel (.xlsx) file with the selected applicants for import and rename, if desired, then save this file as a .csv file. • In Leads module, click on “import leads”. • Choose the new .csv file and upload • Select “Create New Records only”. • Select “Import Applications to Leads” pre-set import • Click NEXT • Confirm data import file properties (if ok, scroll to bottom and click NEXT). If error occurs, check to see if you are using .csv file. • Review that all fields are mapped with a filename – EXCEPT SSN. Do not map or import that field. • Scroll to end of list, delete the “import filename” field. Then click “add field”. Use the dropdown to find “import filename” at the bottom of the list, select it. Then scroll to the right (this takes a while because of the length of the Company Description field. Once to reach the farthest end to the right, you will see empty fields. Put in your own filename for this import in the very last field. • Scroll back to the left (all the way) and click the NEXT button. • Just click NEXT on the Step 4 screen. • You will see the importing of files and finally a summary screen noting how many files were successfully imported. There are also tabs for Duplicates found and Errors.

17. Handling Duplicates in Application Import • Open the Duplicate tab and download the list (if many) or make a written note of duplicate names (if few). • Click EXIT. All successful imports will be visible and duplicates will not. • Find the duplicates in the Leads module and decide if you wish to reimport those duplicates and merge the duplicate files – or - if you don’t want/need to save the info currently in Leads and will delete the old data and replace it by reimporting. • To reimport the data, amend the original import file to include only the duplicate names for reimport and repeat the whole process with one exception: On Step 4: finding duplicates, move the “full name” field back into the list on the right as you now want to NOT find duplicates. Click Exit after successful import. • Then go into Leads, click on the duplicates one-by-one, use “find duplicates” action and proceed to merge the two records.

18. Updating Contact Records with Interview Addendum data • Similar to Importing the Application, sort names A-Z, then rename and save the file for import in a .csv format. • Before we can import, you must first find the ID for those contacts on your list you want to update. • Go to Contacts, use the filter to find the applicants-invited to interview-Cohort X. Once you have a shortened list, sort the list A-Z and select all those that match your alpha .csv list. • Export that list using the action button function (left corner of list). Do not use the Excel button (top right). • Copy the ID column from the exported file and insert the copied column into the .csv file. Make sure that your lists are the same A-Z. • Go to Contacts, Import Contacts, and choose the .csv file. • Select “Create new records and update existing records” • Select “Update Interview Addendum to Contacts” pre-set and click NEXT. Answer OK on popup to verify you know you are updating. • Click NEXT on Step 2 – confirm import • Check that all fields are mapped and delete/add new import filename field (same process as application). • Click next on Step 4. • View results for successful import of records and click Exit.

19. If you encounter errors on Imports • Tips • Make sure you have a .csv file • Make sure you haven’t made any column name or data changes to the file (other than adding the ID as described for Addendum). If you have errors, click on the Errors tab and download the error file. Send the original .csv file for import and the error file to crmsupport@centralpt.com with your contact info and a brief description of the problem.