An account is a customer. From a marketing standpoint it is the following step to Lead and opportunity, it is an opportunity closed as won.

=Account Structure=
The module for Accounts works with a Parent-Child structure, where a “child account" will have one and only one “parent account", but a parent account can have one or more child accounts.

PICTURE 4.01 - Pending GRAPH PARENT CHILD

Accounts are directly related with Contacts, but the structure is not the same.

Each child account must have a Main Contact and can have one or more secondary contacts, and these contacts will always be related to the parent account.

In other words, each contact will have a parent account to which it will be related, and in turn said contact can be related to one or more child accounts.

PICTURE 4.02 - GRÁFICO STRUCTURE CON CONTACTOS

== Account protection ==
The protection feature exists to avoid “stealing” accounts between Account Managers. Protection is visible on the User Intereface with a Green Padlock when it is protected, or with a Red Padlock when it is protected by an account manager.

[[File:Test.jpg|1000px|frameless|center]]

Protection is always triggered from the edition of a contact, and which is related to a Lead or an Account.

Those users who do not have special permissions to edit a contact's data will only be able to access with read-only permissions.

The person responsible for the account or lead is the only user with editing permission during the protection period. Once the time is up and the contact is unprotected, all users can see and edit its information.

In some rare cases, there may be an account with shared ownership. For example, a technician who unknowingly creates an RPH on an account that already exists, and when he loads the RPH the system allows him to have part of that property. Anyway, this person would not be the true owner of said account, but yet they would have the permission to edit it.

== Account and contacts==
When a user modifies the information related to the contact of an account, the system automatically changes the status of the account to protected so that no one can modify it except the new owner. At the same time, the system not only protects that account but all those that are related to said contact.

In the event that the account was already protected and that user with sufficient permissions to modify it makes any modification, the system will restart the protection period for such account.

The contact is the key link that generates the relationships within the system.

=Accounts Menu=

===New Accounts===
This option takes the user to the “New Account” form. For more details on how to create an Account and this form, please redirect to the section in this document [[Accounts#How_to_create_an_Account.3F|"How to create an Account"]]

===View Accounts===
The system allows to list all the existing Accounts on the platform and easily identify whether it is a child or parent account. All the parent account’s rows will be highlighted in yellow color.

Here is possible to see the list of the existing Accounts in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.

'''Filters available are:'''
* Bulleted list item
* Owner: filter by the owner of the Account
* Quick Search: filter by predefined range of time
* Property type

[[File:4.20.jpg|750px|right|thumb]]
It is also possible to activate the “Custom Search” that will enable more fields of filtering, such as:
* From date (creation)
* To date (creation)

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass) and it will refine the results if there are matches with any field.

On the bar above at the right, there are 2 buttons available that work as shortcut:
* “+Account”: quick account creation form access
* “+RPH”: quick RPH creation form access

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

'''Information shown in this columns:'''
* Management Company: the Parent account of the shown account.
* Account: work as a shortcut to access to the account.
* Main Contact: is the main contact of the account.
* Street: account address
* City: account city
* State: account state
* Quotes: indicates whether there are quotes for the account. If yes, the money icon will be shown in green.
* Prot.: indicates if the account is protected or not.
* PARC: indicates if there is any [[PARC|PARC Agreement]] with that account, and what is the status (enabled or expired).
* Last Act.: last activity within/related to the account
* Created: date of account creation
* Owner: owner of the account. Who protected the account at the moment.

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

===Merge Accounts===
This module allows the user to merge and/or delete accounts.

When merging an account, all the related info will be moved to the selected destiny account and the merged account will be deleted.

To delete an account the same process needs to be followed, but in this case there is no need of selecting a destiny account.

The form to merge accounts is divided in 10 sections:

* Account Info
* Child Account Info
* Contact Info
* Opportunity Info
* Events
* Tasks Info
* Notes Info
* Emails Info
* Calls Info
* Documents Info

The reason for these sections is to make it easier to select and edit the information the user wants to merge. Nevertheless, these sections don’t need to be all used and can be either hidden or shown. Only the first section contains mandatory fields, which for this case it means it is the minimum information that will be transferred (merged) to the destiny account.

[[File:4.22.jpg|1000px|center|thumb]]

'''Steps to merge:'''

# Select Account
# Select the values wishing to keep (include the Account)
# Select the Related info to keep in the selected Master Account
# After this, press “Merge button to start the process
# Users can use the option Delete After Merge to remove the account with the remaining related data

=How to create an Account?=
Very similar to RPH creation, there are three ways in which an account can be created: two are manual, performed by the users on the CRM or from the CRM in the Lead module, when choosing the option “Lead to account conversion”; and the automated one, triggered by the system after the Lead conversion.

*'''Automated:''' Once an opportunity is created for a Lead and closed as won, the system automatically converts the Lead into an Account.
*'''Manual:''' this option is available for those cases in which an Account needs to manually be created by a user, accessible thru the bar menu.

The system has two ways to manually create Accounts:

*From the Account menu, under the “New Account” button
*And from the “Create Account” button available from the “View Account” button on the Account module.

Either way the same form needs to be filled and is explained in detail in the following sections.

=Information contained within an Account=
The account information can be found in tabs that contain different types of information, and which is unique for such Account.

These Tabs are:
*Account
*Map Location
*Child Account
*Contacts
*Opportunities
*External Proposals
*Reported PH´s
*Event & Activities
*Documents
*History
*Work History
*Payments (only for Account type “Child”)

==Account==

This tab contains basic information about the Account. It is separated in subsections for a better sorting of the information. Note that this information is the same that needs to be filled in the “New Account Form” when creating a new Account.

===Account Information===

* Owner: the name of the account manager
* Company/Site: this name must be unique. After the user type the three first characters the system will show you all similar names.
* Management Company: the parent account.
* Main Phone
* Fax
* Property Type
* Región
* Website
* Email Domain
* Lead Source
* Main Contact: If working with a Child account, only the contacts related to the Parent will be able to be selected. If does not exist, must be added previously.
* Acc Payable: is the contact of the person in charge of processing payments on the client side (for whom the work is performed).
* Where Obtained
* Self Managed (Checkbox): defines that the account is Self Managed, therefore does not have Parent Account.
* Major Player (Checkbox): defines if is a big account.
* Payment Terms: used to calculate the Invoice Due Date. If the invoice is not paid before the Due Date, the customer will be charged with penalties.
* Account Description

====Compliance Vendor====
A special fee has to be paid to the government when Pothole Repair creates invoices for certain companies. In order to fulfill this requirement, the system allows the user to set up the account to select the Compliance Vendor (the existing agreement), define the Vendor ID, add notes related to that process and also the Fees.

E.G.: Pothole must pay 5% of the total of an invoice to the government, the company can automatically add that amount to the customer invoice by setting a “Fee value” and a “Fee type”. Furthermore, it is possible to select the ranges of dates in which the extra fee will be applied.

'''The fields to setup this process are:'''

* Compliance Vendor: this is a dropdown list where users can choose from the vendor that applies for the account.
* Vendor ID: See explanation below.
* Compliance Vendor Notes
* Fee Value: according to compliance vendor
* Fee Type: according to compliance vendor
* Start Date/End Date

===Address Information===
Accounts have address validation through Google Maps. The address information section has a “Validate Address” button to get the correct street and map coordinates (latitude and longitude values). States and Cities brackets are connected, and each one has a search field to easily identify values of states or cities.

* State
* City
* Street

When validating an address, the system verifies that there is no other account or lead with exactly the same address than the one added. If that happens, the system will show a notificacion and will not validate the address

===Billing Address Information===
Just like the section before, the validation through Google Maps is also available. The only difference here is the information on these fields will be used to create the invoices.

Usually the information is taken from the Billing Address ifnormation in the Parent Account, but can be modified if the Children account requires it.

Fields are:
* Suite
* Apartment
* Bill Box Number or PO: defines the PO number in case an invoice or something else needs to be sent by mail.
* Electronic Email Bill: defines an email address to where the invoice should be sent.
* Special Billing Instructions: in case the job is completed, notes regarding special billing instructions can be added.

==Map Location==
Shows a satellite view of the site location, using the Google Maps API. From here the user can see location coordinates and choose between map and satellite view (GMaps features).

[[File:4.23.jpg|1000px|center|thumb]]

==Child Account==
From this section users can access and manage all the information regarding the child accounts, or existent leads related to the parent account if there were any.

The system will enlist all child accounts linked to the main one and sort them in the same exact view for the “view account” section, accessible from the top toolbar in the CRM.

[[File:4.24.jpg|1000px|center|thumb]]

Information that can be found in this tab is:

* Child account name
* Open Quotes: if the child account has any open quote, a green money icon will be shown
* Main contact: main contact of the child account
* Address
* Región
* PARC agreement: indicates if there is any [[PARC|PARC Agreement]] with the child account
* Last activity: any kind of action triggered on the object will be considered as last activity
* Owner
* Creation date

Also, there is a column “options” with shortcuts to perform actions such as:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

This is the same set of [[Action_Tabs|Action Tabs]] available in most of the sections in the CRM.

Additionally, data can be exported or copied as well to an external source.

===Change Main Contact===
There is a button to change the main contact for all the child accounts listed. This is a very important feature since editing the main contact will trigger the account protection and change it's owner.

When the user clicks on the button, instantly the column of “Main Contacts” is modified and each record enables a dropdown list so that the main contact for every single child account can be modified.

[[File:4.04.jpg|1000px|center|thumb]]

==Contacts==
This is a very important tab where users will find the contacts list for the account.
Here they can access detailed information about each contact for the account and manage it through different actions.

[[File:4.25.jpg|1000px|center|thumb]]

===Add New Contact===
This action will redirect to a form with the following sections

* Principal Contact Information
* Contact Description
* Address information

This is the same form used in the [http://18.207.158.143:8080/index.php/Lead#Information_contained_in_a_Lead_-_New_Lead_Form Lead module] when adding a Lead for the very first time, and which is repeated throughout many other sections of the CRM

===Relate Contact===
[[File:4.26.jpg|100px|frameless]] Relate contact: this action allows the user to link to the account any contact (previous creation) within the CRM.
[[File:4.27.jpg|400px|right|frameless]]

This will open a pop-up window showing the available contacts and related contacts,

so the user can choose from either list and add contacts from one list to the other.

For further information visit the [[Contacts]] page

===Options===

Furthermore, users can also perform specific actions for contact from the “options” column in this tab. These are:

[[File:4.28.jpg|300px|right|thumb]]
* Set main contact: this will instantly set the selected contact as the main contact for the account
* Remove contact account: this will instantly remove the contact from the account
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_note|Add Note]]

For further information visit the [[Contacts]] page.

==Opportunities==

Through this tab the user can see and access all the opportunities related to the account. The Accounts can have 1, 2 or more opportunities active at the same time, unlike a Lead that can only have 1 opportunity active at the same time.

If it is a Parent account, all the Opportunities that belong to the related children accounts will be listed.

[[File:4.05.jpg|1000px|frameless|centre|]]

The fields available on this tab are:
* Opportunity name: works as a hyperlink to open the opportunity. Will always be the concatenation of the name of the account and the date when was created
* Contact: Main contact of the account that holds the opportunity
* Requested date
* Valid until: due date of the opportunity
* Closing Date
* Quotes: informs the status of the Quote
* TRs: amount of items that the opportunity has inside
* Amount
* Stage
* Owner
* Created
* Last activity

Also, there is a column “options” with shortcuts to perform actions such as:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

For further information visit the [[Opportunity]] page.

==External Proposals==
External proposals that may be related to the Account will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Account by clicking on the button “Add External Proposal”.

The [[External_Proposal|External Proposal]] can be seen from this list by clicking on the Proposal # as well.

The information will be visualized in the following columns:

* Proposal #
* Partner
* Created by
* Created (date)
* Status
* Options

When it is a Parent account, all the External proposals that belong to the related children account will be listed too.

For further information visit the [[External_Proposal|External Proposal]] page.

==Reported PH’s==
Shows the list of all the RPH’s linked to the Account, and allows the user to quickly work with the records using the functions available on the column “Options”

A Child Account can have only one RPH active at the same time.

[[File:4.06.jpg|1000px|centre|thumb]]

But when it is a Parent account, all the RPH’s that belong to the children accounts will be listed

[[File:4.07.jpg|1000px|centre|thumb]]

The visible columns of info are:

* Account/Lead: if the account is a parent account, all the children accounts that have RPHs related will be shown.
* Rel Opp: if exists a related opportunity to the RPH, the name will be shown and will work as a hyperlink.
* Status: RPH status
* Created by
* Created
* RPH Source
* Source
* RPH Assigned
* Where Obt

There is also a column named Options, which work as shortcut to manage the RPH, with buttons such as:

* View Damage Info
* Send Email
* View Audio Files
* View History
* View RPH Images
* Add RPH Images
* Change RPH status

To see the function of each button, please visit the [[RPH]] page.

==Event & Activities==
This tab shows the Notes, Call, Emails or Tasks related to the Accounts. The main purpose is to keep the communication flowing with the customer by logging all the activities.

If the user is working with a Child account, only the events and activities related to that account will be listed, but when working with a Parent account, all the events and activities related to all children accounts will be shown.

Objects that can been seen on this tab are:
* Open Tasks
* Closed Tasks
* Emails
* Calls
* Events
* Notes

[[File:4.08.jpg|1000px|centre|thumb]]

==Documents==
On this tab Documents are stored and available for future download in case is necessary.

There exists generic documents related to the accounts, and also documents related to the CRM that are available in all the modules.

[[File:4.09.jpg|1000px|centre|thumb]]

For further information refer to the [[wadaedaed|Documents]] page.

==History==
Keeps a record of all the activities done on an Account. Any modification or information added/attached is logged in the system and shown in chronological order on this tab.

[[File:4.10.jpg|1000px|center|frameless]]

The user can see this in a list with the following columns:
* Modified Date: date and time of the log
* Type: event that triggered the log
* Owner: owner of the Lead
* Modified by: user that performed the activity that triggered the log

==Work History==
Keeps a record of all the Works done for the account; such as opportunity creation, opportunity closed, dispatch created, invoice created among others.

[[File:4.11.jpg|1000px|centre|thumb]]

The information that can be found on the screen is:

* Opportunity Name
* Closing Date
* Location
* Amount/TR
* Dispatch Nro
* Dispatch Type
* Tech Lead
* Helpers
* Invoice no

==Payments (only for “child account type”)==

It is used when a customer overpays an invoice or just makes a payment without any invoice, then Pothole Repair needs to register that the customer has credit available to be used in a future work.

If the customer has a payment created, on the next invoice generation the system will detect this amount and will reduce it directly from the invoice.

[[File:415.jpg|1000px|centre|thumb]]

===Create New Payment===
[[File:414.jpg|600px|right|frameless]]
It is possible to quickly register a payment on the child account by using the shortcut [[File:416.jpg|frameless]].

The system will show a form where the user needs to enter the information and save the work; then the payment will be automatically associated to the account.

=Actions available working on Accounts =

==Common Action==
These are the actions common to most of the modules:

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Available actions - Accounts Module:==

===Create Opportunity===
[[File:412.jpg|frameless]] This shortcut enables the user to quickly create an opportunity related to the account. The only constraint is it will not be possible to create an opportunity, if an open RPH is not related to the account.

===PARC Proposal===
[[File:413.jpg|frameless]] Shortcut to create a PARC and associate it to the account. The process will simulate a proposal, dispatch, and invoice process creation, but the only Item on all the process will be a PARC item.

If a PARC already exists for the account, the system will validate this and will not allow a new PARC creation.

===Add Child===
[[File:417.jpg|frameless]] This is a shortcut to create a new account and relate that new account as a Child of the account in which the user is working.

The system will guide the user to the form explained in the section [[Accounts#How_to_create_an_Account.3F|“How to create an account”]].

===PARC Options===
[[File:418.jpg|frameless]] This feature is only available for users with Admin role. It is a feature that enables to either modify the active PARC agreement or delete it.

If deleted, the system will automatically remove the dates and all the pending events that were triggered by and related to the PARC.
[[File:419.jpg|900px|center|frameless]]

2020-09-03T18:53:43Z

Jgomez: /* Contact Information */

From a marketing standpoint a Lead is a prospect, which means it is a potential customer. It is usually the next step to the [[RPH]] when a pothole is detected and there is no site existent in the system to link it with.

Nevertheless, for administration purposes, a Lead is known as a “site”; and the same happens for an [[Accounts|Account]].

=Leads Structure=

The structure for a site, no matter if it is a Lead or an Account, is a parent-children relationship. The Parent account can be found as “Management Company” or “Management Account” in the system; a Lead can be or not linked to a Parent account.

For example, a company may have headquarters (parent account) and 3 subsidiaries (children). Each one of those subsidiaries are the children of the headquarter, and each child is considered a Site in the system, since the geographical address for each one is different. If a new Lead is added and the user indicates that the headquarter is the parent account, then the new Lead will become a child of that account.

This is an important aspect that needs to be considered when creating a new Lead. According to this, there are 3 different situations under which a lead can be created:

* The Lead doesn’t have a major account related to it, therefore it is self managed.
* The Lead does have a major (parent) account related and the same is already registered in the system.
* The Lead does or could have a major (parent) account, but this isn’t registered in the system.

The structure is important for the business since many process (eg the invoices that are sent for the services provided) are defined depending on that.

PENDING TO ADD A STRUCTURE GRAPHIC

=Leads menu=
[[File:200b.jpg|650px|thumb|left|Leads Menu]]

From the menu panel it is possible to access to the following functionalities:

* [[Lead#Create_a_Lead|Create a Lead]]: this is the form to create a lead manually.
* [[Lead#View_All_leads|View All Leads]]: list all the existing leads and allow the user to filter and search by different parameters.
* [[Lead#Merge_Leads|Merge Leads]]: allows the user to merge 2 or more different leads into 1 in order to avoid duplications and have repeated information.
* [[Lead#Lead_to_account_Conversion|Lead to Account Conversion]]: allows to convert a Lead into an account.

==New Leads==
This option takes the user to the “Create a New Lead” form. For more details on how to create a Lead and this form, please redirect to the section in this document [[Lead#How_to_create_a_Lead.3F|"How to create a Lead"]]

==View All leads==

The system allows to list all the existing leads on the platform and quickly review if the user has activities or reminders related to any of them. There are three tabs, each one with different features:

*[[Lead#Lead List|Lead List]]
*[[Lead#My activities|My Activities]]
*[[Lead#My reminders|My Reminders]]

===Lead List===

On this tab is possible to see the list of the existing Leads in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.
[[File:201.jpg|1000px|frameless]]

Filters available are:

*'''Owner:''' filter by the owner of the Lead
*'''Quick Search:''' filter by predefined range of time
*'''Property type:''' Specifies if a particular Property type needs to be filtered.

It is also possible to activate the “Custom Search” that will enable more filtering, such as:

*'''Status'''
*'''From date (creation)'''
*'''To date (creation)'''
[[File:202b.jpg|500px|frameless|right]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); it will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

The information of the Leads shown in this columns is:

*'''''Management Company:''''' parent account
*'''''Company:''''' company related to the Lead
*'''''Contact:''''' contact of the lead. May be an existent contact or a new one.
*'''''Main Phone:''''' contac's main phone number.
*'''''Mobile:''''' contact's mobile phone number
*'''''Street:''''' street declared for the lead
*'''''City:''''' city of location for the lead
*'''''State:''''' state (province), location of the lead
*'''''Protected:''''' informs whether the Lead is protected by another user or not.
*'''''Status:''''' current status of the Lead.
*'''''Last Activity:''''' date of last edition
*'''''Date of creation:''''' Lead creation date
*'''''Owner:''''' owner of the Lead.

[[File:Options.jpg|650px|frameless|right]]

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

*[[Action_Tabs#Add_call|Add Call]] -[[File:Log call.jpg|frameless]]
*[[Action_Tabs#Add_event|Add Event]] -[[File:Event.jpg|frameless]]
*[[Action_Tabs#Add_Task|Add Task]] -[[File:Task.jpg|frameless]]
*[[Action_Tabs#Add_email|Add Email]] -[[File:Email.jpg|frameless]]

===My activities===

Enlists all the [[Action Tabs#Tasks|tasks]], open or closed, assigned to the user that are related to any Lead.

[[File:203.jpg|900px|frameless|center]]

===My reminders===

Enlists all the [[Action Tabs#Events|Events]] or [[Action Tabs#Tasks|Tasks]] assigned to the user that are related to any Lead.

[[File:204.jpg|900px|center|frameless]]

==Merge Leads==

This module allows the user to merge and/or delete contacts.

When merging a Lead, all the related info will be moved to the selected destiny Lead and the merged one will be deleted. To delete a Lead the same process needs to be followed, but in this case there is no need of selecting a destiny.

[[File:205.jpg|900px|frameless|center]]

Steps to merge a Lead:

#Select Lead
#Select the values wishing to keep
#Select the Related info to keep in the selected Master Lead
#After this, press “Merge” button to start the process
#Users can use the option Delete After Merge to remove the contact with the remaining related data

<big>A special permission is needed in the system to execute this tasks, no matter the role of the user doing it.
</big>

==Lead to account Conversion==
[[File:206.jpg|700px|frameless|right]]
A lead is automatically converted into an [[Accounts|Account]] when the [[opportunity]] related is closed as won, but in case a user wants to convert the Lead manually is possible through this section.

* The user should search for the Lead to be converted, and select “Convert”
* The system will save the record in the Account module and the Lead will disappear.

As for the “Merge Lead” functionalities, a special permission is required.

=How to create a Lead?=

Just like in the case of the [[RPH]] creation, there are two ways in which a Lead can be created. One is the manual creation by the users on the CRM and the other one is automatically and triggered by the system after the RPH conversion.

*'''Automated:''' Once the detective work is finished and the RPH has successfully been converted, the [[Data analysis team|Data analyst]] responsible for it will assign an Account Manager to such RPH and select the “Create Lead” option from the RPH lists. This action will trigger the Lead creation process and the system will automatically add a new Lead with the RPH information linked.

*'''Manual:''' this option is available for those cases in which a Lead needs to manually be created by a user, accessible thru the bar menu.

[[File:207.jpg|600px|frameless|right]]

When referring to the "Manual" creation of the Lead, the system UI has two ways or access points to allow the creation:

*From the Lead menu, under the “New Lead” button
*And from the “Add Lead” button available from the “Lead List View” on the Lead module.

Either way the same '''[[Lead#Information contained in a Lead - New Lead Form|form]]''' needs to be filled and is explained in detail in the following sections.

From this point the Account Manager will be in charge for the Lead and its successful conversion into an Opportunity.

=What happens after the Lead Creation?=

The lead is intended to be converted in an [[Accounts|Account]], meaning from a business perspective that a new customer was gained. For that to happen, in the standard process is necessary to create an [[opportunity]] and close it as won. In order to get that objective accomplished activities to attract client’s interest are performed and captured in the system, such as email campaigns, cold calls, among others.

Each lead will be managed by an unique Account Manager to avoid double work and communication with the client, that's the main reason that all the Leads are protected and blocked for an unique user, in a way that only the owner of the lead will be able to modify the information. All the other users will be able to see it but not to edit it.

=Information contained in a Lead - New Lead Form=

The lead information can be found in tabs that contain different types of information, and which is unique for each Lead.
[[File:208.jpg|850px|thumb|right|'''"Working on a Lead" view''']]

These Tabs are:
*[[Lead#Leads|Leads]]
*[[Lead#Map Location|Map Location]]
*[[Lead#Reported PH´s|Reported PH´s]]
*[[Lead#Events & Activities|Event & Activities]]
*[[Lead#Opportunities|Opportunities]]
*[[Lead#External Proposals|External Proposals]]
*[[Lead#History|History]]

==Leads==

This tab contains basic information of the Lead. When creating a new Lead, this information is needs to be filled in order to the system to capture the information.

Is separated in subsections to better sort the information.

===Principal Lead Information===
[[File:209.jpg|600px|frameless|right]]

*'''Lead Owner:''' ''(Mandatory)'' the name of the account manager
*'''Lead Status''' ''(Mandatory)''
*'''Management Company:''' represents the Lead´s [[Accounts|Parent Account]] when applicable. It can either be selected from a list if the parent account already exists or created from scratch by clicking on the “+” button.
*'''Company/Site:''' ''(Mandatory)'' this name must be unique, and is the name which with the customer will be identified on the system. After the user types the three first characters the system will show you all similar names in case already exists in order to avoid duplications.
*'''Main Phone'''
*'''Property Type''' ''(Mandatory)''
*'''Lead Source''' ''(Mandatory)''
*'''Region''' ''(Mandatory)''
*'''URL Company Site'''
*'''Email Domain'''
*'''Where Obtained'''
*'''Self Managed'''
[[File:210.jpg|frameless|right]]
*'''Major Player'''

Also in this section is possible to Upload and See images related to the Pothole or the Contact (in case exists on the database). It is usable by clicking on the hyperlinks

===Contact Information===

In this section users can find information about the [[contacts|contact]] related to the Lead. The user can define a contact that does not exist in the system by manually filling the required fields, or can search for an existing contact in the database.

The field “Email” is an unique key field, this means that if the email is already registered for any other contact on the database, the system will inform the user and will not allow the creation of a new contact.
[[File:211.jpg|800px|frameless|right]]

'''Fields available on this section are:'''
*'''First Name'''
*'''Last Name'''
*'''Direct Phone'''
*'''Contact Mobile'''
*'''Name Help'''
*'''Fax Number'''
*'''Title'''
*'''Other Phone'''
*'''Email''' ''(unique key)''
*'''Secondary email'''
*'''Linked in account'''[[File:212.jpg|350px|frameless|right]]
*'''Email Output ''' ''(boolean field)''

When the Contact already exists on the database, the user can manually select it from the Contact List by clicking on the button [[File:Contact.jpg|frameless]] and then searching and selecting the contact from the list.

===Address Information===

This module has an address validation through Google Maps. The address information section has a “Validate Address” button to get the correct street and map coordinates (latitude and longitude values). States and Cities brackets are connected, and each one has a search field to easily identify values of states or cities.

[[File:213.jpg|700px|frameless|right]]

Field of information on this section are:
*'''State''' ''Mandatory''
*'''City''' ''Mandatory''
*'''Street''' ''Mandatory''
*'''Suite'''
*'''Apartment'''
*'''Bill Box Number or PO:''' defines the PO number in case an invoice or something else needs to be sent by mail.
*'''Electronic Email Bill:''' defines an email address to where the invoice should be sent.
*'''Special Billing Instructions:''' in case the job is completed, notes regarding special billing instructions can be added.

If a Management Company was selected for the Lead under work, and the address information exists on the database, the fields are automatically populated.

===Pothole Damage Info===

It is a free text field in which the users can add and review information regarding the reported pothole that triggered the Lead creation.

[[File:214.jpg|850px|frameless|center]]

When the pothole is declared by using any of the mobile applications, the system will capture information automatically and paste it here, such as Surveyour Input data (accurate address information obatined by Google Maps API), Damage Info latitude and longitude, notes added by the surveyor/hunter, etc.

===Lead Description===

Free text field to add any kind of useful information about the Lead.

[[File:215.jpg|700px|frameless|center]]

=== Audit Data ===

At the very end of this tab, information about creation and modification data audit is visible.

[[File:216.jpg|800px|frameless|center]]

==Map Location==

Shows a satellite view of the site location, using the Google Maps API. From here the user can see location coordinates and choose between map and satellite view (GMaps features).

==Reported PH´s==

Shows the list of all the RPH´s linked to the Lead, and allows the user to quickly work with the records using the functions available on the column “Options”

A lead can have only 2 or more RPHs active at the same time.

==Events & Activities==

This tab shows the Notes, Call, Emails or Tasks related to the Lead. The main purpose is to keep the communication flowing with the potential customer by logging all the activities.

==Opportunities==

Through this tab the user can see and access all the [http://18.207.158.143:8080/index.php/Opportunity opportunities] related to the lead. A lead can have only 1 active opportunity at the same time.

==External Proposals==

External proposals that may be related to the lead will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Lead by clicking on the button “Add External Proposal”.

The External Proposal can be opened from this list by clicking on the Proposal # as well.

'''The information will be visualized in the following columns:'''

*Proposal #
*Partner
*Created by
*Created (date)
*Status
*Options

==History==

Keeps a record of all the activities done on a Lead. Any modification or information added/attached is logged in the system and shown in historical order on this tab.

'''The user can see this in a list with the following columns:'''

*Modified Date: date and time of the log
*Type: event that triggered the log
*Owner: owner of the Lead
*Modified by: user that performed the activity that triggered the log

=Actions available working on Lead=

The CRM allows the user to perform a broad set of actions. While each module has its own set of specific actions, there are some of them that are "common" to all modules.

==Action Tabs==

These are the actions common to most of the modules

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Action Tabs - Leads only==

'''Edit Mode'''

Users can view or change lead information through the “View Lead Module”. When a lead is selected, the Lead Module Page will load all information and a set of options will be enabled into this page.

This page is the same page used to create leads. When a lead is loaded, button bar and tabs will be enabled to manage lead information.

This module has five buttons located on the left of the screen known as “Action Tabs”.

'''Create Opportunity'''

If the opportunity is closed as won, then system will:

#Converts the Lead into an Account
#Confirm and create the Management Company if it doesn't exist.
#Add the contact to the Contact List.

'''Assign to provider'''

This button allows the user to validate LeadWork’s job by giving them the “thumbs up” (or down) depending on the development of the RPH/ site

'''Delete Record'''

In order to eliminate a Lead the user must change to edit mode first, and then tick the checkbox for deleting a record.

=Business Rules regarding Lead=

*All leads can have only one active opportunity at the same time, but can have unlimited number of opportunities closed as lost.

*Leads will be only visible if they have an active opportunity or when closed as lost. If a related opportunity is closed as won, then the Lead will disappear and will be converted into an account.

*Protection icon: This icon changes if the lead is protected or unprotected. For Raw Leads, the max days that the system protects a Lead will be defined by RawLeadDays parameter (currently set on 45 days).
**Red Icon means Protected
**Green Icon means unprotected

*Every Opportunity must have an RPH previously created.

Lead

2020-09-03T18:53:17Z

Jgomez: /* Contact Information */

From a marketing standpoint a Lead is a prospect, which means it is a potential customer. It is usually the next step to the [[RPH]] when a pothole is detected and there is no site existent in the system to link it with.

Nevertheless, for administration purposes, a Lead is known as a “site”; and the same happens for an [[Accounts|Account]].

=Leads Structure=

The structure for a site, no matter if it is a Lead or an Account, is a parent-children relationship. The Parent account can be found as “Management Company” or “Management Account” in the system; a Lead can be or not linked to a Parent account.

For example, a company may have headquarters (parent account) and 3 subsidiaries (children). Each one of those subsidiaries are the children of the headquarter, and each child is considered a Site in the system, since the geographical address for each one is different. If a new Lead is added and the user indicates that the headquarter is the parent account, then the new Lead will become a child of that account.

This is an important aspect that needs to be considered when creating a new Lead. According to this, there are 3 different situations under which a lead can be created:

* The Lead doesn’t have a major account related to it, therefore it is self managed.
* The Lead does have a major (parent) account related and the same is already registered in the system.
* The Lead does or could have a major (parent) account, but this isn’t registered in the system.

The structure is important for the business since many process (eg the invoices that are sent for the services provided) are defined depending on that.

PENDING TO ADD A STRUCTURE GRAPHIC

=Leads menu=
[[File:200b.jpg|650px|thumb|left|Leads Menu]]

From the menu panel it is possible to access to the following functionalities:

* [[Lead#Create_a_Lead|Create a Lead]]: this is the form to create a lead manually.
* [[Lead#View_All_leads|View All Leads]]: list all the existing leads and allow the user to filter and search by different parameters.
* [[Lead#Merge_Leads|Merge Leads]]: allows the user to merge 2 or more different leads into 1 in order to avoid duplications and have repeated information.
* [[Lead#Lead_to_account_Conversion|Lead to Account Conversion]]: allows to convert a Lead into an account.

==New Leads==
This option takes the user to the “Create a New Lead” form. For more details on how to create a Lead and this form, please redirect to the section in this document [[Lead#How_to_create_a_Lead.3F|"How to create a Lead"]]

==View All leads==

The system allows to list all the existing leads on the platform and quickly review if the user has activities or reminders related to any of them. There are three tabs, each one with different features:

*[[Lead#Lead List|Lead List]]
*[[Lead#My activities|My Activities]]
*[[Lead#My reminders|My Reminders]]

===Lead List===

On this tab is possible to see the list of the existing Leads in the database, filtered by specific parameters. There is also a search bar that can be used to refine the search by looking among the shown results.
[[File:201.jpg|1000px|frameless]]

Filters available are:

*'''Owner:''' filter by the owner of the Lead
*'''Quick Search:''' filter by predefined range of time
*'''Property type:''' Specifies if a particular Property type needs to be filtered.

It is also possible to activate the “Custom Search” that will enable more filtering, such as:

*'''Status'''
*'''From date (creation)'''
*'''To date (creation)'''
[[File:202b.jpg|500px|frameless|right]]

Once the filtering is done, the system will show the results in a list. The user can search among the results by writing on the “Search” field (magnifying glass); it will refine the results if there are matches with any field of the shown results.

The results can be extracted and downloaded to the local disk in different formats such as CSV, Excel, PDF or can be directly printed or copied to the clipboard.

The information of the Leads shown in this columns is:

*'''''Management Company:''''' parent account
*'''''Company:''''' company related to the Lead
*'''''Contact:''''' contact of the lead. May be an existent contact or a new one.
*'''''Main Phone:''''' contac's main phone number.
*'''''Mobile:''''' contact's mobile phone number
*'''''Street:''''' street declared for the lead
*'''''City:''''' city of location for the lead
*'''''State:''''' state (province), location of the lead
*'''''Protected:''''' informs whether the Lead is protected by another user or not.
*'''''Status:''''' current status of the Lead.
*'''''Last Activity:''''' date of last edition
*'''''Date of creation:''''' Lead creation date
*'''''Owner:''''' owner of the Lead.

[[File:Options.jpg|650px|frameless|right]]

From this list there is also access to the column “Options”, with more buttons that work as shortcuts to:

*[[Action_Tabs#Add_call|Add Call]] -[[File:Log call.jpg|frameless]]
*[[Action_Tabs#Add_event|Add Event]] -[[File:Event.jpg|frameless]]
*[[Action_Tabs#Add_Task|Add Task]] -[[File:Task.jpg|frameless]]
*[[Action_Tabs#Add_email|Add Email]] -[[File:Email.jpg|frameless]]

===My activities===

Enlists all the [[Action Tabs#Tasks|tasks]], open or closed, assigned to the user that are related to any Lead.

[[File:203.jpg|900px|frameless|center]]

===My reminders===

Enlists all the [[Action Tabs#Events|Events]] or [[Action Tabs#Tasks|Tasks]] assigned to the user that are related to any Lead.

[[File:204.jpg|900px|center|frameless]]

==Merge Leads==

This module allows the user to merge and/or delete contacts.

When merging a Lead, all the related info will be moved to the selected destiny Lead and the merged one will be deleted. To delete a Lead the same process needs to be followed, but in this case there is no need of selecting a destiny.

[[File:205.jpg|900px|frameless|center]]

Steps to merge a Lead:

#Select Lead
#Select the values wishing to keep
#Select the Related info to keep in the selected Master Lead
#After this, press “Merge” button to start the process
#Users can use the option Delete After Merge to remove the contact with the remaining related data

<big>A special permission is needed in the system to execute this tasks, no matter the role of the user doing it.
</big>

==Lead to account Conversion==
[[File:206.jpg|700px|frameless|right]]
A lead is automatically converted into an [[Accounts|Account]] when the [[opportunity]] related is closed as won, but in case a user wants to convert the Lead manually is possible through this section.

* The user should search for the Lead to be converted, and select “Convert”
* The system will save the record in the Account module and the Lead will disappear.

As for the “Merge Lead” functionalities, a special permission is required.

=How to create a Lead?=

Just like in the case of the [[RPH]] creation, there are two ways in which a Lead can be created. One is the manual creation by the users on the CRM and the other one is automatically and triggered by the system after the RPH conversion.

*'''Automated:''' Once the detective work is finished and the RPH has successfully been converted, the [[Data analysis team|Data analyst]] responsible for it will assign an Account Manager to such RPH and select the “Create Lead” option from the RPH lists. This action will trigger the Lead creation process and the system will automatically add a new Lead with the RPH information linked.

*'''Manual:''' this option is available for those cases in which a Lead needs to manually be created by a user, accessible thru the bar menu.

[[File:207.jpg|600px|frameless|right]]

When referring to the "Manual" creation of the Lead, the system UI has two ways or access points to allow the creation:

*From the Lead menu, under the “New Lead” button
*And from the “Add Lead” button available from the “Lead List View” on the Lead module.

Either way the same '''[[Lead#Information contained in a Lead - New Lead Form|form]]''' needs to be filled and is explained in detail in the following sections.

From this point the Account Manager will be in charge for the Lead and its successful conversion into an Opportunity.

=What happens after the Lead Creation?=

The lead is intended to be converted in an [[Accounts|Account]], meaning from a business perspective that a new customer was gained. For that to happen, in the standard process is necessary to create an [[opportunity]] and close it as won. In order to get that objective accomplished activities to attract client’s interest are performed and captured in the system, such as email campaigns, cold calls, among others.

Each lead will be managed by an unique Account Manager to avoid double work and communication with the client, that's the main reason that all the Leads are protected and blocked for an unique user, in a way that only the owner of the lead will be able to modify the information. All the other users will be able to see it but not to edit it.

=Information contained in a Lead - New Lead Form=

The lead information can be found in tabs that contain different types of information, and which is unique for each Lead.
[[File:208.jpg|850px|thumb|right|'''"Working on a Lead" view''']]

These Tabs are:
*[[Lead#Leads|Leads]]
*[[Lead#Map Location|Map Location]]
*[[Lead#Reported PH´s|Reported PH´s]]
*[[Lead#Events & Activities|Event & Activities]]
*[[Lead#Opportunities|Opportunities]]
*[[Lead#External Proposals|External Proposals]]
*[[Lead#History|History]]

==Leads==

This tab contains basic information of the Lead. When creating a new Lead, this information is needs to be filled in order to the system to capture the information.

Is separated in subsections to better sort the information.

===Principal Lead Information===
[[File:209.jpg|600px|frameless|right]]

*'''Lead Owner:''' ''(Mandatory)'' the name of the account manager
*'''Lead Status''' ''(Mandatory)''
*'''Management Company:''' represents the Lead´s [[Accounts|Parent Account]] when applicable. It can either be selected from a list if the parent account already exists or created from scratch by clicking on the “+” button.
*'''Company/Site:''' ''(Mandatory)'' this name must be unique, and is the name which with the customer will be identified on the system. After the user types the three first characters the system will show you all similar names in case already exists in order to avoid duplications.
*'''Main Phone'''
*'''Property Type''' ''(Mandatory)''
*'''Lead Source''' ''(Mandatory)''
*'''Region''' ''(Mandatory)''
*'''URL Company Site'''
*'''Email Domain'''
*'''Where Obtained'''
*'''Self Managed'''
[[File:210.jpg|frameless|right]]
*'''Major Player'''

Also in this section is possible to Upload and See images related to the Pothole or the Contact (in case exists on the database). It is usable by clicking on the hyperlinks

===Contact Information===

In this section users can find information about the [[contacts|contact]] related to the Lead. The user can define a contact that does not exist in the system by manually filling the required fields, or can search for an existing contact in the database.

The field “Email” is an unique key field, this means that if the email is already registered for any other contact on the database, the system will inform the user and will not allow the creation of a new contact.
[[File:211.jpg|800px|frameless|right]]

'''Fields available on this section are:'''
*'''First Name'''
*'''Last Name'''
*'''Direct Phone'''
*'''Contact Mobile'''
*'''Name Help'''
*'''Fax Number'''
*'''Title'''
*'''Other Phone'''
*'''Email''' ''(unique key)''
*'''Secondary email'''
*'''Linked in account'''[[File:212.jpg|350px|frameless|right]]
*'''Email Output (boolean field)'''

When the Contact already exists on the database, the user can manually select it from the Contact List by clicking on the button [[File:Contact.jpg|frameless]] and then searching and selecting the contact from the list.

===Address Information===

This module has an address validation through Google Maps. The address information section has a “Validate Address” button to get the correct street and map coordinates (latitude and longitude values). States and Cities brackets are connected, and each one has a search field to easily identify values of states or cities.

[[File:213.jpg|700px|frameless|right]]

Field of information on this section are:
*'''State''' ''Mandatory''
*'''City''' ''Mandatory''
*'''Street''' ''Mandatory''
*'''Suite'''
*'''Apartment'''
*'''Bill Box Number or PO:''' defines the PO number in case an invoice or something else needs to be sent by mail.
*'''Electronic Email Bill:''' defines an email address to where the invoice should be sent.
*'''Special Billing Instructions:''' in case the job is completed, notes regarding special billing instructions can be added.

If a Management Company was selected for the Lead under work, and the address information exists on the database, the fields are automatically populated.

===Pothole Damage Info===

It is a free text field in which the users can add and review information regarding the reported pothole that triggered the Lead creation.

[[File:214.jpg|850px|frameless|center]]

When the pothole is declared by using any of the mobile applications, the system will capture information automatically and paste it here, such as Surveyour Input data (accurate address information obatined by Google Maps API), Damage Info latitude and longitude, notes added by the surveyor/hunter, etc.

===Lead Description===

Free text field to add any kind of useful information about the Lead.

[[File:215.jpg|700px|frameless|center]]

=== Audit Data ===

At the very end of this tab, information about creation and modification data audit is visible.

[[File:216.jpg|800px|frameless|center]]

==Map Location==

Shows a satellite view of the site location, using the Google Maps API. From here the user can see location coordinates and choose between map and satellite view (GMaps features).

==Reported PH´s==

Shows the list of all the RPH´s linked to the Lead, and allows the user to quickly work with the records using the functions available on the column “Options”

A lead can have only 2 or more RPHs active at the same time.

==Events & Activities==

This tab shows the Notes, Call, Emails or Tasks related to the Lead. The main purpose is to keep the communication flowing with the potential customer by logging all the activities.

==Opportunities==

Through this tab the user can see and access all the [http://18.207.158.143:8080/index.php/Opportunity opportunities] related to the lead. A lead can have only 1 active opportunity at the same time.

==External Proposals==

External proposals that may be related to the lead will be visualized on this tab. It is also possible to create a new External Proposal and link it to the Lead by clicking on the button “Add External Proposal”.

The External Proposal can be opened from this list by clicking on the Proposal # as well.

'''The information will be visualized in the following columns:'''

*Proposal #
*Partner
*Created by
*Created (date)
*Status
*Options

==History==

Keeps a record of all the activities done on a Lead. Any modification or information added/attached is logged in the system and shown in historical order on this tab.

'''The user can see this in a list with the following columns:'''

*Modified Date: date and time of the log
*Type: event that triggered the log
*Owner: owner of the Lead
*Modified by: user that performed the activity that triggered the log

=Actions available working on Lead=

The CRM allows the user to perform a broad set of actions. While each module has its own set of specific actions, there are some of them that are "common" to all modules.

==Action Tabs==

These are the actions common to most of the modules

*[[Action_Tabs#Add_note|Add Note]]
*[[Action_Tabs#Add_call|Add Call]]
*[[Action_Tabs#Add_email|Add Email]]
*[[Action_Tabs#Add_event|Add Event]]
*[[Action_Tabs#Add_task|Add Task]]

==Action Tabs - Leads only==

'''Edit Mode'''

Users can view or change lead information through the “View Lead Module”. When a lead is selected, the Lead Module Page will load all information and a set of options will be enabled into this page.

This page is the same page used to create leads. When a lead is loaded, button bar and tabs will be enabled to manage lead information.

This module has five buttons located on the left of the screen known as “Action Tabs”.

'''Create Opportunity'''

If the opportunity is closed as won, then system will:

#Converts the Lead into an Account
#Confirm and create the Management Company if it doesn't exist.
#Add the contact to the Contact List.

'''Assign to provider'''

This button allows the user to validate LeadWork’s job by giving them the “thumbs up” (or down) depending on the development of the RPH/ site

'''Delete Record'''

In order to eliminate a Lead the user must change to edit mode first, and then tick the checkbox for deleting a record.

=Business Rules regarding Lead=

*All leads can have only one active opportunity at the same time, but can have unlimited number of opportunities closed as lost.

*Leads will be only visible if they have an active opportunity or when closed as lost. If a related opportunity is closed as won, then the Lead will disappear and will be converted into an account.

*Protection icon: This icon changes if the lead is protected or unprotected. For Raw Leads, the max days that the system protects a Lead will be defined by RawLeadDays parameter (currently set on 45 days).
**Red Icon means Protected
**Green Icon means unprotected

*Every Opportunity must have an RPH previously created.