Overview

ChannelOnline’s customer relationship management (CRM) allows you a set of customer and partner types that you can use to classify your accounts.

Account Types

• Leads & Prospects – from marketing lead, stage tracking, to convert to customer, send prospects a quote.
• Customers – where the magic happens! Most options, features and settings available.  
• Partners & Vendors – companies you do business with outside of suppliers.
• Other – generic designation for internal use.

Access – Determined by Access Right Profile, Groups, and Access Keys

Finding Accounts – Accounts Tab (filters) on the top navigation, favorites lists, recents, and via the search field in the header.

Import/Export – Accounts and contacts can be imported and exported through the Import/Export Wizard located in Control Panel > Admin > Import /Export. Users must have the Import / Export access right to perform these operations. These operations create, update and delete for both accounts and contacts. Read Accounts Import/Export for more details.

A users account view layout can be modified to their convenience by clicking on the gear icon in the upper right hand corner of the account view page. The layout in the sample account image may be different than your own.

Customers & Prospects

These are the most used types, and they must have:

• Price Profile / Tier: Determines customer’s active suppliers and pricing rules
• StoreSite: Determines which store they can access (plus additional defaults)
• Catalog(s): One or more product catalogs
• Contact(s): Individual users under a given Company
• Shipping / Payment Options: Define terms (credit limit)

Can have:

• Addresses: Multiple Billing and Shipping (with defaults)
• Favorite Lists: Build and assign multiple favorites lists to make contact buying easier
• Custom Fields: For tracking important business information for your company or accounts specific document data
• Prospect workflow controls

Dashboard Tracking and Reports (see farther below)

• Report options for accounts and their documents
• Dashboard widgets for quick access to data and sharing

Account Detail and Data Relationships

Managing Account Records

Customer accounts have many options that are activated in the account edit, company settings, and system emails. Most are found in the account and contact edit pages that are covered here.

Activity & Actions

• Activity widget information – document totals (you set the period), activity log and contact login activity 
  • Page View Summary – store activity for day, month and year.
  • Activity Log – system tracked changes that were made to the account or contact; created, edited, addresses added/deleted, emails and payments.
  • Run Reports – takes users to sales reports for that account.
  • Login Log – for logging end contacts accessing your store.
• Actions widget capabilities – Create Quote, Add Contact, Manage Favorites, Merge accounts, plus other integration options.

Company Details

• Addresses – Billing and Shipping addresses are the addresses primarily used on orders. They can be copied from the company address, or, unique addresses can be made for billing and shipping that are different than that of the company. Contact addresses can also be used if desired.
• Parent / Child relationships: – On any account you can designate a parent account above it, these child accounts (or subsidiaries) can have multiple layers below a parent. The parent account must be created before the child so that it can be assigned to the child. 
• Custom Fields – Accounts have two levels of custom fields, global and account (read Working with Custom Fields for more details). Account level custom fields are on the custom field edit page and only apply to documents. 

Main Settings

• Assigned Personnel – internal users from your company and notification email addresses.
• Price Profile / Tier – this drives the pricing that your sales reps and the custom will see when building quotes or carts on the store.
• Catalog – accounts can have more than one catalog available to them, all pricing is driven from the some price profile and tier.
• Assigned Store – only one store can be assigned per account, self-registered users will be assigned to you default store.
• Favorites – Favorites are created in Admin for users with the proper access right, but they are assign at the account level. Multiple lists can be assigned to an account or contact.
• Other Account Options – Customer Purchase Approval System (CPAS), UNSPSC profile, Cost Centers, Shipping, Contract Pricing)
• Notification E-mails – check System E-mails for account and store notifications and templates.
• Internal Signers (e-sign) – for designating users in your company as signers for specific accounts.

Payment Settings

Customer settings provide ways to accommodate different account needs, all must first be enabled global for use in ChannelOnline.

• PO and Net Terms; custom term options can be added globally.
• Credit Cards (manual / electronic) – most credit card processing is done electronically be using a supported credit card processor. There is a manual option for processing the order before collecting CC data into the processor’s portal. 
• EFT / ACH – is also handled by most credit card processors.
• Leasing – can be activated through GreatAmerica, Ingram Micro, or built manually into the system.

Shipping Rates

Enabled for customer level in the global settings but modified at the account level to set handling fees, free shipping levels, and rates.

Custom Fields

Global or Account. If you need to use more than custom fields globally for all customers, you can then set document custom fields on a per-customer basis. 

• Document Header
• Line Level / Cost Centers
• Custom Links

Notes & Tasks

Two types of notes, two different viewing options. All accounts are connected to the organizer so that you can create, store and track important information or tasks that require action.

• Internal vs External – Internal ones will never show to the customer in document templates or on the store. Conversely, external ones can be viewed by the end contact. 
• Organizer – Click on the plus “+” symbol next to Note or Task in any view panel to launch the organizer quick create window.
  • Set priority, progress, reminder and due dates for tasks

Contact Details

• Address – this is the contact’s address it can be different than the company’s billing and shipping addresses.
• Custom Fields – these are global contact custom fields
• Store site login access w/ document access – only Account Active users will have access to the store.
  • The welcome email template (located in System E-mails) can be customized on the edit page before hitting save.
  • Time Zone setting
  • Language options are available for US, English and Spanish, and in Canada, English and French.
  • Store document access can be set from user to ALL documents.
  • Billing and shipping edit capability on the store (on by default).

Contact Main Settings

• Catalogs – can be the same or independent of company
• Payment Options – based on company
• Favorites Lists – can be the same or independent of company)
  • Access and edit settings
• Subsidiary access – if the contact is part of a parent account they will have access to that account when logged into the store.

Contact Notes & Tasks

• Same as the account options above.

Account Reports & Dashboards

Account Reports focus on account related data, not sales data, things like when they were created or modified, stages for leads/prospects, integration IDs, or getting a report on account level custom fields. Sales data is collected through Sales Reports. Contact level reports provide details captured at the contact level, this includes custom fields, active status, if they self registered and integration IDs.

There are two ways to access account reports: 1) through the Run Reports link on the account view Action widget (this can include subsidiary information), 2) by navigating through the Control Panel to Reports > Account. Options include:

• By using a combination of account type, active status, and date type users can get a list of accounts and contacts that they need.
• Divided into subtotals by multiple criteria.
• Use Top Sellers reports to monitor large accounts
• Can be saved, scheduled, shared by making them public, and as summary reports added to users dashboards.

To add saved reports to Dashboards users need to navigate to their My Preferences in the top right under the person icon.  Once there, open the General section, select a dashboard to edit (or create a new one), add a row, and select the plus icon in the row. A lightbox will open with a list of all available reports. There are no pre-built account reports for dashboards.