WhitePhone enables you to keep track of those important customer calls, support calls, sales leads, etc. and all records are allocated a unique id that can be easily tracked.

You can add CRM records or view existing records in a number of ways:

1. Hitting the CRM button whilst on a call.
2. Hitting the CRM button from a user’s personal profile.
3. Hitting the CRM button whilst viewing or listening to a message.
4. Going to the CRM tab at the top of the WhitePhone window.

Creating a new CRM record for a user

Select the user that the record is going to be created for and enter the CRM system. This can be done by the methods listed above.

When you first access the CRM through options 1-3 above, all previous CRM records for that user will be displayed.

To create a new record hit the New button at the bottom of CRM task window and a list of drop down menu’s will be displayed.

• Type – select from the list the type of enquiry/action that is appropriate for the record you are creating.
• Priority – give this record a priority level of low, medium or high.
• Opened As – usually you only have one option available unless you belong to a call group. If you are part of a call group you will see additional account names in this list so select the one that is appropriate and if you select a call group name your CRM record will be invisible to other users within that call group.
• Subject – add your subject heading for the record.

Hit the Create Task button and the CRM task window appears. To add additional notes click the Add Notes button.

To set a reminder i.e. a call back/follow up, click the Set Reminder button which will bring up the reminder window, then set the date and time and hit the Set Reminder button.

To close a task once there is no action or follow up required, click the Close button. It is important to close out tasks so reports can be run that show open tasks and any outstanding follow ups/actions.

Once a task is closed, additional notes can only be added if the task is re-opened by hitting the Re-Open Task button.

Viewing CRM records

CRM records can be viewed through a specific user’s record or can be searched for by entering the unique task id.

All CRM records can be displayed in the CRM tab when you first enter it. To narrow down the records that are visible, select from the drop down menus:

• Type e.g. select all sales enquiries
• Status e.g. open or closed
• Priority e.g. High, Medium or Low

To search for a specific task id enter the id number in the Task ID box and hit View Task. The CRM task details window will appear for that specific record.

To take a snapshot of a list of CRM records e.g. all sales leads, high priority and open, click the Snapshot button. A snapshot of the appropriate records will appear in a new snapshot window which can remain open on your desktop so you can refer back to this list.

To ensure you are viewing complete and up-to-date CRM record lists hit the Refresh button.  This is particularly important for users within a Call Group as other users may be adding tasks which you may need to follow up on.