TCR Online Training Outline - CSRs

LOGGING INTO TCR ONLINE

Everyone should have a short cut on their desktop for TCR Online with the link to http://apps.tcrsoftware.com 

Every user will have their own log in (their email address) and unique password. Your TCR Administrator will set up the users, assign roles and change passwords.

MAIN TCR ONLINE SCREEN

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Upper Right

Shows your company name and the user name logged in

Logout - you need to log out of the program after each use

Help – some standard documents that will help working with TCR

 

Upper Left

New - gives you the ability to quickly add anything from customer to tickets

Reports - opens up the Reports menu - all reports are grouped by category

 

4 Sections on the Main Screen

  • Lower Left items (Customers) dictates what you see in the other areas – main data areas
  • Upper Left will show options to filter data (Active customers) or additional menu options
  • Top Right Grid - displays the data for viewing (list of customers
  • Lower Right Grid - displays data for viewing associated with top grid (bill to)

Windows Task Bar (bottom of screen on desktop) 

As you open various windows / forms in TCR Online they will be displayed in your task bar at the bottom of your screen. Once you run out of room on the task bar, they will ‘stack’ or display in small windows and when you press your Internet Explorer icon you will see a list of open windows with enough information for you to identify which window is which. They will remain there until you use the red X to close the window.

Using Grids

  • Ability to Add New record
  • Save Grid data to CSV file
  • Toggle between seeing lower grid and not seeing it
  • Advanced Search
  • Open screen in New Window (far right under Help)
  • Search for record (i.e. Customer) by entering any piece of data (customer name, customer id, part of address)
  • Refresh Data in Grid - blue arrows in circle
  • Scroll bar to the right - views only current Page
  • Page 1 of 1 indicates how many pages of data are available to view and you can easily move to another page with the arrows
  • Count to the right shows how many records are in the grid
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  • Left column - symbol indicating Status
  • All columns can be sorted ascending or descending by clicking on column heading
  • Light blue column indicates default sort column (customer id - ascending)
  • Can expand / contract column by pulling column heading to the right / left
  • Using the Filters on the upper left section will dictate what is in the top grid. For example, on Jobs you may want to see all the Closed jobs where the default is open jobs. Or on Tickets, look at only tickets that have not been final edited (Active).
  • As you click/highlight a record in the top section, the data in the lower section will change accordingly
  • You cannot edit data in the grid - you must double click on the record to open up the form
  • On the Bill To / Jobs grids, only Open jobs are shown by default but there is an option to the right of the job screen to select all jobs for the customer.

USING BASIC DATA INPUT FORMS (Customers)

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  • Tabs at the top for additional information - some open new forms, others just display data. Depending on your Role and Access level not all people see all tabs.

 

  • Most forms are broken down into sections with a grey bar separating them.       This is just to better organize data as well as hide unused data. On the upper right section of the form you see View: Show All, Hide All, Default which will toggle what is and is not displayed.

 

  • The very bottom section shows the record information which indicates who created or changed the record last and when. This section is normally hidden.

 

  • You can use the mouse to move to fields or use the TAB button to move to the next field

 

  • Red fields indicate the data is required.

 

  • Blue underline fields indicate a link to another form, or if an email address, it will open an email.

 

  • Fields with a drop down arrow to the right indicate there is a list you can choose from, or you can start to type in the information but it must match the list item.

 

  • Some fields with drop down arrows let you add new items to the list (i.e. City). You select Other from the list and a pop up box will appear allowing you to add a new item.

 

  • Date fields have a calendar to the right that you can click on and select a date. Or you can enter the letter t and it will fill in with today’s date. If you enter a date manually you must either enter 040109 or 4/1/09.

 

  • All records must be saved by pressing the Save button in the lower left corner. If you use the red X to close the form your changes will not be saved. You can use ALT S to move to the Save button but you have to press Enter to actually save the record.

            Quick Shortcut Keys

  • ALT Q - Save & Close button - will save the data and close the form.
  • ALT A - Save & Add New button - will save the data, close the current form and open it up again for you to enter a new record.
  • ALT R or F5 - Refresh button - not usually necessary unless you have a form open that has data that was changed by another form.
  • ALT X - Delete button - deletes the current record. Not all records can be deleted (i.e. a customer with existing jobs).
  • ALT P - Print button - will print the current screen
  • Red X in upper right corner - Close the form.
  • Ctrl-W – close the current window.

Prospects

 

Similar to customers, this is a new set of data that will allow you to track companies that you are in contact with and hope to convert to a customer. You have tabs for contacts, activities, notes and attachments.

On the main screen, in the upper left corner, you have filters for Status (i.e. Cold, Warm, Hot) and a Sales Stage. These will allow you to easily track a prospects progress through the sales process and to filter the data from the main menu.

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Prospect ID – this is a field (10 characters) that you will fill in manually and is usually the first 6 – 10 characters of the company name. This will also be used when you convert the prospect to a customer

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Status – indicator of how close you are to selling the prospect.

Sales Stage – indicates the specific stage you are with the prospect.

Contact Information – this information pertains to the main contact of the company and will appear on reports. This same information may be entered on the contacts tab.

CSR – assign a CSR that is handling the account.

Ranking – this is you’re A,B,C,D category

Business Type – identifies the type of business they are

Lead Source – helps identify where the prospect came from. Selecting ‘other’ allows new source

Priority – flag for singling out prospects

Current Supplier – this is your competitor / who they are currently using

Notes – general note about the prospect

 Once a prospect becomes a customer, you can use the Convert to Customer button to copy the prospect information and contacts over to a customer. Once converted the prospect status will change to Sold and you cannot convert the prospect again. During the conversion process you will have to fill in the required information on the customer form - price codes and terms and fill in any additional information you may have.

 

USING SECONDARY TAB FORMS (Prospects)

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  • When you press the Activities tab from the Customers form you get a new grid similar to the one from the main screen.
  • You will be viewing all the Activities for that Customer.
  • The same notes about how the grid works pertains to this grid.
  • To the left are some Quick Tools
  • New Phone call lets you add a new phone call activity to this customer.
  • Refresh will just refresh the data on the grid
  • Print will just give you a print screen

Contacts

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Anyone that you may have contact with at the company, you should enter into contacts. When you use Activities, it is this list of names that will be used to show who you talked with.

If someone leaves the company, you can delete the record if it was not used on any activities, otherwise you need to change the status to Inactive.

 

Activities – all activities pertaining to the prospect are listed. More details below on how activities are used.

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Notes - Another place for general notes regarding the prospect that are not tied to any particular activity.

 Attachments - You can attach documents (i.e. quotes) to the prospect record for future reference.

 

 

 

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