All in one application - that is Easy Redmine
RTL Radio use Easy Redmine to maintain help desk, resources, attendance and of course all IT and software projects. We like the complexity - using all-in-one solution is just wonderful.
Easy Redmine can be effectively used as a CRM tool by setting up a properly tailored project.
As wide as the range of functionality of Easy Redmine is, it can be utilized for a lot of non-project company activities. One of which is Customer Relationship Management.
Before creating a CRM project that will keep records of your customers, leads, past customers, etc. You should prepare a trackers for each of the category you want to have in CRM. Go to ADMINISTRATION >>> TRACKERS. You don't need to assign them to a project yet.
When creating a project (video tutorial), choose trackers you created. You can have a normal task also for internal work on the project. Your customers will be represented by redmine "issues" of a certain tracker.
There is information common for leads and customers (name, company, email, etc). But as far as business activities each of for the categories we chose are concerned, they should have a different sets of additional information.
For example, leads can be sorted by potencial purchase amounts (0 - 100 €; 100 - 500 €; 500 - more). But for customers, you will want to enter which products or services they bought, so you can follow up with them.
Go to ADMINISTRATION >>> CUSTOM FIELDS >>> TASKS and - in our case - create a custom field of type "List" without multiple values. Assign this field to Lead tracker. Check used as filter for later use, it may be practical. The same process goes for purchased products or services for "customer" tracker. Here you can set multiple values in the list, obviously.
When you create custom fields after the project is created, you will need to go to PROJECT SETTINGS >>> INFORMATION and check the fields to include them in issues of the project.
To continue with our example, after a sales rep closes a lead, he updates the issue from lead to customer at which point the "projected spending zone" loses its importance, but the worker has to select one or more products that the customer bought. Afterwards, you can make reports by filtering customers by products, time period, salesman, etc.
With one of our plugins the custom field functionality goes even further. Please see https://www.easyredmine.com/en/online-store/easy-redmine-plugins/computed-custom-fields
The overview page should be a place where workers go for fast information or fast access to places needed for their work on CRM.
If the company has a fleet of cars for business purposes, workers can book them for a certain time with our Resource availability module in the overview page. The same can be applied for meeting spaces in a building.
For updates on project activities the news module is handy. Noticeboard can be used to show links to important websites or login information to them, basically to show important notes.
As an important feature of Easy Redmine, you can show tasks from a filter at the overview page (newest customers, pre-paid subscriptions nearing the end, VIP clients, etc.) or just the filters alone, by clicking on which you will open the filtered task list.
It is a good central point around which the whole CRM work revolves.
For what there is no room on the overview page, there are separate tabs (tasks, spent time, documents,...)
For CRM you should select
tasks - all the leads and customers, which you can filter for momentary use (to make reports, statictics, to export e-mails and so forth)
documents - standard forms, scenarios, product documentation,...
calendar - to see due dates for issues. If a customer is assigned to a worker, he has the issue in his personal calendar. But not every customer needs to be assigned to a worker all the time. For example, you send technicians to inspect a client's information system only once a year. An issue like this doesn't have to be assigned the whole year to a worker, but it will show in the calendar. Looking in there, the responsible person will know about this duty and can schedule the inspection for the tech staff. Issues in calendar can also be filtered
money (plugin required) - with this plugin you can track the monetary attributes of client service. You have budgets for each issue, so every time a purchase is made or a service is performed, you can enter the amounts in the issue. When you open this module in the project, you will see the aggregated budget
attachments (plugin required) - you can browse through all the attachments in every task of the project. In CRM, you can attach invoices to "customer" tasks. If you are looking for a particular invoice by a number, you will easily find it here instead of searching through all the tasks
Knowledge base (plugin required) - for your experiences with certain situations, to help new members of your team the basic steps, technical details, manuals,...
With entering time spent on a task (attending to a customer), the user can choose a specific activity. Meeting, demonstration of products, deal singing and more. You can set these activities in ADMINISTRATION >>> CATEGORIES >>> ACTIVITIES (TIME TRACKING).
If you have our Budget Sheet plugin, these activities can be rated (hourly rate/cost) and you can get a budget of your CRM team generated from the logged time and activity.
Customer relationship managers of any kind now have the environment to do their work. Attending to customers, as you know, consists of a range of activities from basic communication through billing and delivery of goods or services to birthday card sending as a gesture of your company's friendly approach.
The manager can keep all the records of such work by updating the customer "issue" by changing the information in fields, adding comments, attaching files such as invoices quotations, saving communication for later use, setting due date for important events in the future when you need to reach your clients, and the list could go on for miles.
By keeping all these records in history, every relevant person will have the necessarry information to take over the account.
Thanks to our Help Desk plugin, communication with your clients can be processed through Easy Redmine projects and keep as tasks. You can have a separate support or help desk project, have it as a subproject of CRM or process it directly in the CRM project as tasks of different trackers. Create relations of support tickets with customers is a good way to keep all the communication with a customer at disposal, having each thread listed in related tasks, when you open the customer's issue. For Help Desk setting, please see this manual.
With a free plugin from our affiliated developers at EasyJoomla.org there is a great possibility to interconnect Easy Redmine with your website via REST API. You will then be able to have issues (leads) created from website modules or extensions. If you have a form to be filled in and submitted by your visitors , the information can be used to fill in certain fields in a new issue created within a designated CRM project. Currently available operations include:
Tasks - creation, updates, deletion
Projects - creation, updates, deletion, setting project members
Users - creation, updates, deletion
Data mining - projects, tasks, users, task statuses, priorities, custom fields, etc. There are many ways to to use this integration, which we will leave to your imagination. A manual for Easy Redmine REST API is available here.