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Leads_&_Deals_Management

Lead Guide

H-Office CRM Contact Center User Guide

Lead Management User Guide

Leads_&_Deals_Management
This comprehensive resource is designed to help you harness the power of our Lead Management of H-office efficiently. In today’s dynamic business environment, seizing opportunities and nurturing leads is key to staying ahead. Our comprehensive set of tools empowers you to efficiently manage leads,track potential opportunities, and seamlessly convert them into successful business deals.

Table of Contents

Introduction to Lead Management

Welcome to the H-Office Lead Management Help Manual, your go-to resource for unlocking the full potential of our advanced lead management module. In the ever-evolving landscape of business, effective lead management is a cornerstone for success. This manual is crafted to provide you with comprehensive insights on leveraging the robust features embedded in H-Office CRM’s Lead Management system.
Explore the diverse features that H-Office Lead Management brings to your fingertips. Track your leads’ journey through distinct stages with Funnel Management, follow-up all leads on time, and tailor lead information to your unique needs with Lead Custom Field Creation. Stay on top of interactions with intuitive Lead Follow-up Management and implement effective policies with Lead Revoke Policies to maintain data accuracy.
Real-time Notifications keep you informed, allowing for timely responses and proactive decision making. Associate leads with specific products using Product Mapping, and access a centralized repository of detailed lead information with Comprehensive Lead Information. Identify and analyze lead sources with Lead Source Tracking, streamline collaboration with Assignment and Ownership features, and gain valuable insights into follow-up activities with Follow Ups Insights.
Effortlessly prioritize leads based on potential using Lead Priority, and refine your engagement strategies with Advanced Filtering. Seamlessly attach relevant documents and files with File Attachments, and save time with Bulk Revoke and Automation features.
This Help Manual is your comprehensive guide to navigating and mastering the H-Office Lead Management system. Let’s embark on this journey together, turning leads into valuable assets for your organization’s success!

Remember

  • In H-Office, a lead denotes an individual or entity expressing interest in a business's product or service. Leads are generally intend from prospective customers or existing customers who have demonstrated interest in making a purchase. It's important to distinguish between leads and prospects within H-Office: a prospect is someone believed to have the potential to buy a product or service but hasn't yet demonstrated interest. Therefore, in H-Office, only those who have actively indicated an intent to purchase should be categorized as leads, ensuring a distinct treatment for each type of contact.
  • Instead of the term "Lead," you may find alternative labels such as "Inquiry" or "Opportunity." This configurability is provided at the administrator's discretion, allowing you to tailor the terminology to better align with your specific business processes and preferences.

Add New Lead

Access Leads

  • Navigate to the Marketing > Lead Tab located next to the Customers in the top navigation menu.
  • Once you’re on the Lead page, click on the “Add New Lead” button to begin the process of adding a new Lead to your H-Office CRM.

Adding Lead Information

In this section, you can input essential information about your lead, making it easier to manage and engage with them effectively. Follow the steps below and refer to the screenshot for guidance.

  • Lead Title: The ‘Lead Title’ is a brief descriptor assigned to each lead, offering a quick overview of its nature. This concise label aids in efficient lead categorization and organization within H-Office CRM, streamlining the identification of opportunities or inquiries associated with each lead. The ‘Lead Title’ provides a configuration to turn On/Off the selection of predefined titles from the master.
    • Manual Entry: Enter the appropriate lead title directly into “Lead Title” field. Manual
    • Dropdown Selection: Choose the relevant lead title from dropdown menu.
  • Contact:

    Enter the business or individual contact associated with lead in provided field. If already exists your prospect database, it will be displayed for selection dropdown. In case of a new not found existing databases, click on small plus ‘+’ icon next to field input details into system.

    It’s important to note that creating a new contact from lead will automatically add it the prospect database, indicating no prior business interactions with this contact. If has been engaged previously, navigate contacts section first, create contact, and return screen. Now, select dropdown associate lead. This ensures accurate data linkage maintains consistency within your databases.

  • Associated Contact: If applicable, associate additional contact related to the lead. These / prospects may be individual or business whom you wish involve in conversation and generate reports from. It’s important note that this field will only display contacts already associated with Contacts Prospects not linked primary selected previous visible here. To map a new lead, navigate specific prospect, then proceed “Actions > Associate Contact”.
  • Mobile: This non-typable field fetches and showcases the mobile number of selected primary contact for lead, confirming chosen contact.
  • Email:This non-typable field fetches and showcases the email ID of selected primary contact for lead, confirming chosen contact.
  • Assign To: Specify the team member or user responsible for handling this lead.
  • Created By: Automatically populated with the user who created lead. Users can change “By” team member from dropdown. This field is significant and be utilized to track generated particular lead too.
  • Product Category / Product: Select the relevant product category by clicking on icon located before field. Open dropdown and choose category. If you know exact product that has been inquired about, type the name/code, and it will appear in dropdown. Select one or more products map them to lead.
  • Lead Status: Choose the current status of lead (e.g., Prospect, Lead, Qualified Opportunity).
  • Lead Priority: Assign a priority level to the lead from dropdown based on its importance or urgency.
  • Lead Type: Specify the category of lead, indicating its source or classification, such as “End Customer” Dealer.” This field captures essential information about nature allowing for accurate categorization based on customer type. The selection lead type influences lead’s status and helps tailor engagement strategies accordingly.

    Source of Inquiry: Indicate how the lead was generated or source from which inquiry originated. In Inquiry dropdown, you will find four options:

    • Contacts / Prospects: Choose this option to add the name of a contact or prospect from whose reference you have received lead.
    • Employee: Select this option if any employee of your organization (including owners) has shared the lead with you. Choose employee’s name from dropdown after selecting option.
    • Friend / Family: Opt for this option if any personal contact of yours has shared lead. Once you select option, “Other” types contacts from the contact/prospect master will appear here to from.
    • Campaign / Activity: Select this option if you want to map any marketing activity or campaign through which received the inquiry. This includes various online inquiry options such as websites and social media well.
  • Estimated Order Value: Enter the approximate value of the potential order associated with the lead.

Additional Information

In this section, you can include additional details and context related to the lead. Follow these steps input Additional Information:
  • Contact’s Associated Address: Use this field to designate the specific address or branch related to the contact for the current inquiry. Simply choose the relevant address from the dropdown menu associated with this inquiry.
  • Date of Assignment: Select the date & time when the lead was assigned to a particular executive. The default will be the current date and time.
  • Add Followers: Enhance collaboration and keep stakeholders informed by adding followers to the lead. Followers can be either employees of the company or external contacts. This feature ensures efficient communication within the team and with external collaborators.
    • Employee as Follower: If you add an employee as a follower, they gain access to the lead’s details. To view the lead, the employee needs to navigate to the lead’s home. In the dropdown above, they can switch from the default filter “All Open Leads” to “Leads I’m Following.” This provides a streamlined way for employees to track leads they are involved with. Additionally, the employee will receive system notifications, email alerts, and SMS updates based on the lead settings for communication.
    • External Contact as Follower: For external contacts added as followers, they can receive notifications via email and SMS, depending on the configured settings for sending updates to external contacts. This feature ensures that both internal and external collaborators stay well-informed about lead developments, fostering effective teamwork and communication.
  • Also Send Communication on: Choose additional email addresses or mobile numbers associated with the contact where you want to send alerts and communications. This feature ensures that important information reaches all relevant parties connected to the contact.

Adding Lead Description

In this section, you can include detailed requirements by providing all the initial information you have when creating a new lead.
  • Lead Knowledge Template: Utilize this dropdown to choose a pre-defined knowledge template that aligns with the specific information or details you want to communicate to the sales representative responsible for handling this lead during the assignment process. Optimize communication and streamline lead management with standardized templates.
  • Lead Description: Provide a comprehensive description of the lead, including relevant details, requirements, and any additional information that will assist in understanding and managing the lead effectively. This description serves as a central reference point for the lead’s specifics.

Adding Attachments

In this section, you can attach relevant documents, images, or any supporting files to provide comprehensive information for this lead.
  • File Attachments: U Enhance your lead details by uploading new files directly or attaching existing files from your Document Management System (DMS), ensuring easy access and comprehensive documentation for efficient lead management.
  • Category / Group: Select the appropriate category or group to which the contact belongs. This helps in organizing and grouping your contacts for various purposes.
  • Reference: Indicate how you came to know about this contact by choosing from the dropdown options. Depending on your selection, further choices may appear for you to specify the source in more detail. For example, if you select “Activities / Campaigns,” you can then specify the campaign name or activity that led to this contact. If you select Contact / Raw Contact or Employee you can specify the individual.
  • Industry: Specify the industry to which the contact’s belongs. This information helps in segmenting and targeting contacts effectively.
  • Industry Segment: If applicable, choose a specific segment within the selected industry to further categorize the contact.
  • Date of Birth: If known, input the contact’s date of birth. This can be useful for personalized communication or recognizing special occasions.
  • Date of Anniversary: If relevant, provide the date of the contact’s anniversary. This is particularly helpful for maintaining strong client relationships.
  • Map our Division: If your contact is associated with a specific division within your company or organization, map it here to make the contact information accessible to a particular business division.
  • Alias Name: If the contact is commonly known by a different name or alias, you can enter it here and you can also search the contact by Alias Name at various places into the system.

By following these steps, you can add valuable context and details to your contacts in H-Office Contact Center, making it easier to manage and engage with them effectively.

Remember

  • If you are unable to find a relevant option in any dropdown, you can get in touch with the system administrator to add a new option.
  • You can add multiple alias names if required, separated by pressing Enter. You can also search and retrieve contacts by searching for them using their aliases in various places.

Adding Communication & Social Media Details

In this section, you can include additional contact information and social media profiles for your contacts. Follow the steps below to input Communication & Social Media Details:
  • Additional Mobile Number: If your contact has an alternate mobile number, you can enter it here. This can be useful for ensuring multiple contact channels.
  • Skype: Input the Skype ID of the contact if applicable. Skype is a popular platform for video calls and instant messaging.
  • LinkedIn: Provide the LinkedIn profile link of the contact. This allows you to connect and engage professionally on LinkedIn.
  • Instagram: If your contact has an Instagram presence, enter their Instagram username or profile link.
  • Facebook: Include the Facebook profile link or username of the contact. Facebook is a versatile platform for personal and business connections.
  • YouTube: If your contact is associated with a YouTube channel, provide the channel’s link.
  • Twitter: Input the Twitter handle or profile link of the contact.

By following these steps, you can enrich your contact records with multiple communication channels and social media profiles. This allows you to engage with your contacts effectively across various platforms and channels.

Adding Statutory Details

In this section, you can input important statutory and regulatory information for your contacts. Follow these steps to enter Statutory Details:Settings:
  • PAN Number Enter the Permanent Account Number (PAN) of the contact if applicable. PAN is a crucial identifier for tax purposes.
  • Aadhar Number: Input the Aadhar number of the contact if it’s relevant. Aadhar is a unique identification number issued by the Indian government.
  • GST Registration Type: Specify the registration type associated with the contact, such as Regular, Consumer, Composition & Unregistered.
    • Regular: This registration type typically applies to businesses that are registered under Goods and Services Tax (GST) as regular taxpayers. They are required to file regular GST returns and pay taxes accordingly.
    • Consumer: Consumer registration is for individuals or entities that purchase goods or services but are not required to collect or remit GST. They are primarily consumers rather than businesses.
    • Composition: Composition registration is for small businesses with a turnover below a certain threshold. Under this scheme, they pay GST at a fixed rate on their turnover and are subject to simplified compliance requirements. They cannot collect GST from customers.
    • Unregistered: This category includes individuals or entities that are not registered under GST. They are not required to collect or remit GST on their supplies. It typically applies to small businesses or individuals who fall below the GST registration threshold.
  • GST / ARN Number: If applicable, provide the GST or ARN number associated with the contact.
  • SEZ Type: Select the Special Economic Zone (SEZ) type relevant to the contact if applicable.
  • CIN Number: Enter the Corporate Identification Number (CIN) if the contact represents a registered company.
  • Transporter ID: Include the Transporter ID if the contact is associated with transportation services.
  • TDS Applicability: Indicate whether Tax Deducted at Source (TDS) is applicable to this contact. If applicable, select the TDS section from the list.

By entering these Statutory Details, you can maintain accurate and compliant records for your contacts, ensuring that you have the necessary information for tax, regulatory, and legal purposes.

Adding Sales & Purchase Settings

In this section, you can configure specific settings related to sales and purchases for your contacts. These settings can help streamline your billing and transaction processes. Follow these steps to input Sales & Purchase Settings:
  • Credit Limit Amount: Specify the maximum credit limit amount for the contact. This defines the amount up to which the contact can make purchases on credit.
  • Credit Limit Days: Indicate the number of days within which payment is expected from the contact after a purchase on credit.
  • Default Discount Applicable (%): Set the default discount percentage applicable to this contact’s transactions.
  • Apply Default Pricelist: Select the default pricelist to apply to this contact’s purchases.
  • Sales / Purchase Group for Billing: Assign the contact to a specific sales or purchase group for billing purposes. This can help in categorizing and managing transactions.
  • Class: If applicable, assign a class to apply a specific class based pricelist for the contact.
  • Default Invoice Type: Choose the default invoice type, such as “Sales Invoice” or “Service Invoice,” for transactions with this contact.
  • Lock for Sales: Specify whether the contact should be locked for sales transactions. Locking can prevent accidental sales to certain contacts.
  • Annual Revenue: Enter the contact’s annual revenue or income if available. This information can be useful for categorizing and prioritizing contacts.

By configuring these Sales & Purchase Settings, you can tailor your interactions and transactions with each contact according to their specific billing and purchase requirements. This helps in efficient financial management and reporting.

Remember

  • If you are unable to find a relevant option in any dropdown, you can get in touch with the system administrator to add a new option.

Adding Contact Settings

In this section, you can configure various contact-specific settings to tailor their experience. Follow these steps to input Contact Settings:
  • Default Time Zone: Select the default time zone for this contact. This ensures that time-related transactions and notifications are synchronized with the contact’s time zone.
  • Default Currency: Choose the default currency for transactions with this contact. All financial transactions will be conducted in this currency unless specified otherwise.
  • Send System Notifications: Specify how the contact should receive system notifications. Options include Email, SMS, both Email and SMS, or None if they prefer not to receive notifications.
  • Enable Client Login: Decide whether the contact should have access to a client portal. Enabling this feature allows the contact to access various client portal add-ons available with H-Office.

By configuring these Contact Settings, you can create a personalized experience for each contact, ensuring that they receive information and transactions in their preferred time zone, currency, and notification format. Additionally, enabling client login provides self-service options for the contact to manage their interactions with your organization more effectively.

Remember

  • If you come across a section or fields that are not mentioned above, they may be custom fields created in your account. Custom fields are primarily used for capturing additional information. To add relevant information to them or for any assistance related to custom fields, please contact the system administrator.

Import & Export Contacts

Access the Contact Center

  • Navigate to the Contacts Tab located next to the Dashboard in the top navigation menu.
  • Once you’re on the Contacts page, click on the “Import” button located next to the “Add New Contact” button. In the dropdown menu, select the option “Import Contacts from XLS” to begin the process of importing contacts from a spreadsheet to H-Office.

Download Contact Import Sheet Template

Download an import template from the right-hand side of the screen by clicking on the ‘Click Here’ button.

Preparing Your Contact Import Template Sheet

Before importing your contacts into H-Office, it’s essential to have your contact data organized in the correct format within an import template sheet. This section will guide you through the process of preparing your template sheet, ensuring a smooth and successful contact import.
  • Division: Enter the company Division name. You can add multiple divisions by separating them with commas (e.g., hoffice, corpteaser). Ensure that the divisions you enter already exist in H-Office.
  • Title: Enter the titles of the Contact. If left blank, it will consider the default prefix from the system.Default options include M/S, Mr., Mrs., Miss, Ms., Dr., Prof., CA., Ar., ID, Er., Dr., Prof., Shri, Smt.
  • Name: Provide the full name of the contact in the ” Name Surname” format.
  • Alias names: Enter alias names for the contact, separated by commas.
  • Type Of Contact: Specify the type of contact, which can be Customer, Vendor, Both, or Other. Note that the type of contact is case-insensitive but should be spelled correctly.
  • Default price list: Write the default price name based on the price list master (e.g., Bulk Buyer Price).
  • Email Address: Enter the single email address of the contact (e.g.,email@domain.com).
  • Mobile Number: Provide a single mobile number of 10-digits without adding a +county code to the field (e.g., 9327058088). It will be fetched automatically from the country column value.
  • Mobile Number1: Add an additional mobile number to this field, same as above.
  • Office Phone: Enter a single office phone number to this field by adding an STD code(e.g.,07926862513), No need to add country code (ISD code) to this field, It will be fetched automatically from the country column value.
  • Office Phone1: Add an additional office phone number to this field, same as above.
  • Type Of Address: Specify the type of address, such as Office Address, Factory Address, or Godown Address.
  • Address 1: Enter the address line 1 of the first address (e.g., 5, Vasupujya Bungalows).
  • Address 2: Provide the address line 2 of the first address (e.g., Opp. Fun Republic Cinema, Nr. JainDerasar).
  • Area: Mention the area of the address (e.g., Satellite).
  • District: Specify the district of the address (e.g., Ahmedabad).
  • City: Indicate the city of the address (e.g., Ahmedabad).
  • State: Enter the state of the address. Ensure that the state name is in capital letters (e.g.,GUJARAT).
  • Country: Provide the country name of the address (e.g., India).
  • Zip / Pin Code: Enter the zip code of the address (e.g., 380015).
  • Industry: Enter the single industry of the contact (e.g., Finance).
  • Reference: Specify the contact reference, indicating how you know the contact (e.g., name of the contact reference, like Ronny).
  • Annual Revenue: Enter the annual revenue of the contact in numeric format without adding spaces or commas(e.g., 900000).
  • Privacy: If it’s a public contact, leave this field blank. If it’s private, enter the employee codes of those employees separated by commas to whom it should be visible (e.g., E01, E02). If you enter the wrong employee code, it will only consider the correct code. If all codes are incorrect, it will be considered public.
  • Category: Enter a single category name or multiple categories separated by commas (e.g.,Insurance, Mutual Funds).
  • Designation: Specify the designation of the contact (e.g., Manager, Designer, etc.).
  • Relation: This field is getting used to map associated contact and it Indicate the relation type with the contact associated contact(e.g., Employer, Company, etc.).
  • Relation To: Specify the contact with whom the relationship to be mapped with(e.g., M/S HorusTech Solutions Pvt Ltd).
  • Other Number: Enter an additional phone number here (e.g., 7926862513).
  • Website: Enter the website address of the contact (e.g.,www.hofficecrm.com, www.corpteaser.com).
  • Skype ID: Specify a single Skype ID (e.g., support.horus).
  • PAN Number: Enter the PAN number of the contact (e.g., APN12345509).
  • VAT Number: Include the VAT number of the contact, especially if the contact type is a company(e.g., VAT123456789).
  • CST Number: Include the CST number of the contact, especially if the contact type is a company(e.g., CST987654321).
  • ST Number: Include the ST number of the contact, especially if the contact type is a company (e.g.,ST555555555).
  • GST Number: Include the GST number of the contact, especially if the contact type is a company(e.g., GSTIN12345ABCD).
  • Adhar Number: Include the Adhar Card Number number of the contact (e.g., 1234 5678 9012).
  • TAN Number: Include the TAN number of the contact, especially if the contact type is a company(e.g., TAN12345A).
  • Date Of Birth: Enter the date of birth of the contact in the format YYYY-MM-DD (e.g., 1980-09-25).
  • Anniversary Date: If applicable, enter the anniversary date of the contact (e.g., 2005-07-20).
  • Class Name: The “Class Name” field is used to assign a specific discount structure or pricing class to a contact. When you enter a class name here, it determines the discount or pricing rules that will be applied to this contact. For example, you can have different classes like “Gold,” “Silver,” or “Bronze,”each with its own pricing or discount structure.
  • Class Code: The “Class Code” field is used in conjunction with the “Class Name” to further define and identify the specific class for the contact.
  • GST Register Type: Specify the GST registration type as 1 (Regular), 2 (Consumer), 3(Composition), or 4 (Unregistered).
  • GST Member Type: Indicate the GST member type as D (Deemed export), G (Government entity), orS (SEZ).
  • Gender: Assign 1 for Male or 2 for Female.
  • Date Of Death: If applicable, enter the date of death of the contact in YYYY-MM-DD format (e.g.,1980-09-25).
  • Transporter ID: Provide the Transporter ID if relevant.
  • Business Contact Type: Specify 1 for Partner or 2 for End User.
  • Currency: Specify the currency by their three-letter acronym or abbreviation. The two letters at the start refer to the name of the country and the third is the currency. E.g. AUD is the Australian Dollar.
  • Social Media Links: You can provide links to the contact’s social media profiles such as Facebook,LinkedIn, Instagram, YouTube & Twitter.
  • Remarks: Add any additional remarks or notes about the contact.

Remember

  • You can import contacts in XLS format only.
  • Please avoid formatting the spreadsheet to ensure a smooth import.
  • For a seamless import process, it's advisable not to upload more than 1000 contacts at a time.
  • Red marked columns are the mandatory columns.
  • Configured required constraints, such as making the email compulsory for certain contact types(e.g., Company or Individual with titles like Mr. or Mrs.), will not be enforced during the import process.

Uploading Contact Sheet to H-Office

Go to the page where you downloaded the contact sheet template. Locate the file upload section on the page, click the “Choose File” button to select the contact sheet file (in XLS format) that you’ve prepared on your computer. Once you’ve selected the file, click the “Start Import” button. This action initiates the import process. H-Office will begin processing the data from your contact sheet.

Column Mapping in H-Office Contact Import

After you’ve uploaded your contact sheet and initiated the import process, you will be directed to the mapping page. On this page, you’ll see an H-Office contact field on the left hand side and it provides dropdown for the column selection from your contact sheet on the right-hand side. Begin by reviewing the columns, click on the dropdown menus in the right-hand column if you want to change the mapping for any field and select the drop down value for the column that corresponds to the data. Once you’ve completed the column mapping for all the relevant columns in your contact sheet and click on the “Next” button to proceed button at the button to proceed further.

Review and Confirm Contact Import in H-Office

Now H-Office will present you with a summary screen before finalizing the contact import. This screen is crucial for ensuring the accuracy of your data and allows you to address any issues before proceeding.Here’s how to review and confirm your contact import:
    • Review Invalid and Duplicate Records: H-Office will identify and display any records in your import sheet that it cannot process due to errors or duplicates. Carefully review the sections that contain invalid and duplicate records to understand the issues.
    • Valid Record Details and Count: Below the invalid and duplicate record sections, you’ll find details of the valid records that are ready for import. Check the count to ensure it matches your expectations.
    • Map “Key Account Manager” (Optional): If you want to change “Key Account Manager” for all contacts in this import, you may have the option to map it here. Use the dropdown menu to select the appropriate account manager if needed.
    • Submit: Once you’ve reviewed all sections and are satisfied with the import details, locate the “Submit” button. Click on this button to initiate the contact import process.

By following these steps, you can confidently review and confirm your contact import in H-Office, ensuring that valid records are successfully imported, and any issues are addressed before the import process begins.

Import Summary

After the completion of the contact import process, H-Office will provide you with an import summary screen. This summary screen offers valuable insights into the outcome of your import, allowing you to assess the success of the operation. Here’s what you can expect to see:
    • Total Records In Sheet: This number represents the total count of records present in the import sheet you uploaded.
    • New Records Created: This figure indicates the number of new contact records that were successfully created in the system during the import process. These are contacts that did not exist in the system previously.
    • Records Updated: In some cases, you may be updating existing contact records rather than creating entirely new ones. This count reflects the number of contact records that were updated with new information during the import.
    • Valid Records: This number represents the count of records that met all criteria for successful import.These records are now a part of your H-Office database.
    • Invalid Records: These are records that could not be imported due to various issues such as missing or incorrect information. Review and address the errors associated with these records as needed.
    • Duplicate Records: If there were duplicate records in your import sheet, this count indicates how many duplicates were identified and managed during the import process. Duplicate records may have been merged or otherwise handled based on your system settings.

By reviewing this import summary, you can quickly assess the overall success of your contact import,identify any issues that need attention, and ensure that your H-Office database is accurate and up to date.

Remember

  • Once your contact sheet is successfully imported, it will be automatically downloaded to yourcomputer. This sheet will contain all the records that were imported successfully, along with theirrespective contact codes. You can utilize this sheet to further import associated contacts withthese newly imported contacts. Importing multiple associated contacts with a particular processis an independent import process in H-Office.
  • Let's say you first import organization-type contacts, such as companies or institutions. Once thisimport is completed, you may want to proceed to import their associated employees orrepresentatives. In this case, you can use the downloaded sheet from the organization import toefficiently link and import their associated contacts, making the process seamless and organized.

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