Catalyst Support Documentation

Setting up Email Integration

Catalyst — Tue, 13 Oct 2009 05:10:00 +0000

If you need any further assistance getting things going, please don't hesitate to contact the support team. This documentation will cover the setting up of incoming email into your CRM system, where all new emails will be added to the system as Cases.

Please note that currently only IMAP servers are supported for incoming email processing. Please see your email provider or local IT support person for any clarification needed on what you're currently using.

Case Management and Email Integration Workflow

When a brand new enquiry comes in via email, Leopard CRM will process this new email and do the following:

If the subject does not contain [LCxxxxxxx] (where x is the customer's case number) the email is for a new Case.
When a new Case is created, it will also attempt to match the From email address to an existing contact within the CRM system. If there is only one matching email address, then it will assign the Case to the appropriate Contact.
If the email address is in the system multiple times, then Leopard CRM will attempt to also match by First Name and Last Name as provided in the From field of the email.
If no Contact can be found, then a new Contact is created.
If the Email system created a new Case and a new Contact but the Case is then marked as SPAM, the system will also delete the Contact that it created.
If the subject does contain a case number, then the email content is added to an existing case and the case is marked as "New" or unread.

Incoming Email Integration Setup

To set up Email Integration, please follow these steps:

Click "CRM Admin" in the top right hand corner of your screen. If you do not have the CRM Admin button appear, it means that you do not have administration privileges on your account. Please see your CRM Administrator for help.
Under the Email Integration section, select "Email Processors".
Here in the Email Processors screen you will see any processors that you have previously created. You will have one Email Processor for each email account that you'd like to have processed by Leopard CRM.
Click the "New Email Processor" link at the top of the screen to create a new Email Processor.
When creating a new Email Processor, all fields are required. Please ensure that all details are correct.
1. Email Address: the email address that you are creating incoming processing for.
2. Name: a meaningful name for this email account, for example, "Sales" or "Support" to help distinguish between the different processors.
3. Active: when this is selected, the processor will be running for new emails. You can have the option to deselect it if you wish to temporarily disable processing of new emails for any reason.
4. Server/IP Address: the name of your mail server, eg: "mail.myisp.com"
5. Type: in the current version of Leopard CRM, the only supported server type is "IMAP". The other commonly used type is a "POP" mailbox account. POP support will be released in an upcoming release of Leopard CRM.
6. Port: will usually be one of the following:
  - 143 - the standard IMAP port number
  - 585 - IMAP-SSL
  - 993 - IMAP over SSL (aka IMAPS)
7. Use SSL: use SSL encryption, if you are using port numbers 585 or 993, you will most likely want this selected.
8. Login: the login name for your email account.
9. Password: the password for your email account.
10. Auto reply to sender: when Leopard CRM processes a new email and creates a new case, if this is selected, Leopard CRM will email the sender informing them that a case has been created and will provide the case number. When a mailbox is first setup with Email Integration, auto replies are NOT sent as potentially you will have old emails sitting in your mailbox that you have already responded to.
Click the "Save" button when you have finished entering the mailbox details.

You have now setup initial integration with your email. You will notice that your integration is not active yet, this is because Leopard CRM needs to know more information about how to handle incoming emails. This is done via Email Processor Filters. An Email Processor Filter tells Leopard CRM what type of cases to create for incoming emails from this mailbox and who to assign them to.

Setting up an Email Processor Filter

To create your first Email Processor Filter please follow the steps below:

Click the "New" button next to the Email Processor Filter heading. You will be able to see this on the screen immediately after creating your Email Processor from the previous section. If you have moved to a different screen, to get back to your Email Processor, go to "CRM Admin" -> "Email Processors" -> then select your email processor by clicking on the email address.
The screen to setup a new Email Processor Filter will have the following fields:
1. Match field, Match rule, Priority and Stop filtering: currently Leopard CRM only supports one, default, filter per mailbox. For the moment, youcan ignore these fields, they will be used in future versions of Leopard CRM.
2. Case type: the Case Type selected here will be what Leopard CRM assigns to any new cases created from incoming emails. As an example, if the email address you are setting up is your customer service email, you would likely choose "Customer service" or a similar Case Type to assign cases to.
3. Case priority: the Case Priority that Leopard CRM should give to new cases created from the incoming emails. This can depend totally on your organization, and how you prioritize incoming customer emails.
4. Assigned to: the user to who new cases will be assigned to.
5. Managed by: the user that will be managing new, incoming cases.
Click "Save" when you've finished filling in the information.

You should now have an "Active" Email Processor. You should now test your setup by sending an email to your mailbox that you have setup. It may take up to 5 minutes for the new case to be created, but you should get a new case, along with an auto response, if you opted for it when setting up your integration.

After testing, if you do not receive any new cases, or if you have any problems whatsoever, please do not hestitate to send an email to our Technical Support team for assistance.

Entering a Sales Lead or Sales History

Catalyst — Thu, 08 Oct 2009 03:51:00 +0000

To enter sales information for a particular contact, just follow the steps below:

Start at the contact details screen for the contact that the sales information belongs to. You can get to the contact screen by either searching for your contact or browsing for your contact within the contacts section.
When you are on the contact details screen, you will be able to see any previous sales information for that contact under the "Sales" heading. Next to this heading will be a New button. Click this button to create a new sales opportunity for this contact.
Enter the details for the sale information.
Click Save at the bottom of the screen when completed.

Notes:

If the sale has not been "closed", but is still in process, use the Projections section to enter information about the sales lead that will assist with analysis of your sales pipeline and potential future revenue.
If the sale is "closed", be sure to enter the information in the Overall Status section to have the sales information appear on historical sales reports.
Categorization can be used within the sales reporting system, so it can be helpful to add this information.
If the sale is a result of a marketing campaign, you can enter this information under the Categorization section. Only marketing campaigns that this contact has been associcated with will appear within the drop down list. Once added to a marketing campaign, the value of this sale will appear on the marketing campaign's screen as sales generated. This can be used to see the effectiveness and value of your marketing campaigns.

Importing Contacts into your CRM

Catalyst — Wed, 07 Oct 2009 22:14:00 +0000

Leopard CRM allows you to import contact records from external sources. Currently Leopard CRM supports importing data via a CSV file. Most software programs support exporting data via the CSV format. It is usually a good idea to split large files into separate smaller files, this can assist with understanding reports and potential import errors if they occur.

To import your data into Leopard CRM, please follow the following steps:

Click on the "CRM Admin" button at the top right hand corner of your screen. If you do not have the "CRM Admin" button visible on your system, it means you do not have administration privileges on your user account. Please see your CRM administrator within your organisation.
Click the "Import Data" link under the Data section of the CRM administrator screen.
The first screen that you see under the Import Data system is the history of any previous imports that you have completed. To import a new file, click the "Import a new file" link.
Provide a name for your import, this should be a name that reflects where the list of contacts has come from. Once you have entered the name, click "Save and Continue".
The next step is to upload the file. Click the "Browse" button and locate the file on your local system. Click "Save" once you have specified the file to upload.
The system will now upload your file to Leopard CRM, depending on the speed of your Internet connection, this could take a few minutes.
Now we move on to Column Maps* (see below in the Notes section for further informaiton on how Column Maps work). If you do not have any previous column maps, the next screen will be asking you to create a new one. If you have created one in the past, the system will ask if you would like to use an existing one, or create a new one. In the next step, we'll assume that you are creating a new column map.
Creating a column map involves:
- Name: this should reflect the format of the data, eg: Microsoft Outlook Export
- Duplicate Handling: this will be the way that Leopard CRM merges data into existing contacts or creates new contacts. Leopard CRM assumes that the data you are importing is more current that the data in Leopard CRM. Be aware that if Leopard CRM finds a match, it will overwrite existing data if it finds a match.
- Column maps: the left hand side labels are the columns from your CSV file. The right hand side drop down boxes are the matching Leopard CRM fields. If you have a column in your CSV file named "Email", you will want to match this to the Leopard CRM field "Email".
- Click "Save" to save your map and continue. Don't worry, you'll get a chance to test and change your map if you get anything wrong.
After selecting or creating your Column Map, you will be shown a confirmation screen. This will show you how the first record in your import file will be mapped to Leopard CRM fields. Check how your column map is importing data and confirm that fields are matching properly. If you need to change your map and make adjustments, click the "modify your map" link, or to continue and run the import, click the "continue and run the import" link.
The import will probably take a few minutes to run depending on the size of your source file. After the import has completed running, you will see a report of the results. If a record has been flagged as an "Error", it means that Leopard CRM could not import this record. An example of an error would be a record with no first name or last name, which are required fields in Leopard CRM.

Notes:

* A Column Map is the way we map the columns in your CSV file to fields within Leopard CRM. Files that originate from the same source will have the same column map. For example, if you import two different CSV files from Microsoft Outlook, they would have the same columns in the same place, as Outlook will always structure the CSV file in the same way.

Getting Started Hints and Tips

Catalyst — Wed, 07 Oct 2009 03:21:00 +0000

After you have logged in, here's some tips to get you started:

1. Set up your users

Click on the pink CRM Admin button (top right corner of your screen).
Choose "User Management" from the "Leopard CRM Account Management" section

2. Enter your contacts (people) or companies

This can be done individually by clicking on the "New Contact" or "New Company" blue buttons on the top right corner
Otherwise, you can import existing contacts from a .csv file (a spreadsheet program will give you the option of saving with this file type of extension). Click on the pink CRM Admin button (top right corner of your screen), and choose "import Data" under the "Data" section
When you fill in the Company Name field in the New Contact screen, a company of that name will automatically be created, and your contact will be attached to it.

3. Customize any category lists/drop down boxes

Drop down boxes/fields come with some default options to choose from. However, all of these options can be modified, added to or deleted to better suit your business.
Click on the pink CRM Admin button (top right corner of your screen), select "Category and List Lookups" under the "Data" section

4. Searching for contacts/companies

Use the search box in the top brown band of the screen (near the Leopard logo)
To do a wildcard search that will list all your contacts/companies at once, type the percentage symbol % in the search box

Leopard CRM is contact-centric. This means that most features revolve around a contact with whom the interaction took place. So when you need to enter a sale, case, or note, you do so through the contact screen.

Leopard CRM 4.1.0 Release Notes

Catalyst — Thu, 01 Oct 2009 12:00:00 +0000

Leopard CRM v4.1.0 has been released, and along with it, the sbility to sign up for paid subscriptions. Changes in this release include:

We have now added the ability to browse all of your Contacts and Companies. These features now appear in the main navigation menu in between the Home and Calendar buttons.
Bug fix for the date inputs for Sales Reports.
A number of bug fixes for Email Integration.

Leopard CRM 4.0.0 Release Notes

Catalyst — Wed, 29 Jul 2009 12:36:00 +0000

We're excited to announce that free trials are now available for version 4 of Leopard CRM! Version 4 marks a giant step in the evolution of Leopard CRM, providing even more gains in efficiency for businesses worldwide.

Version 4 introduces some exciting new features to Leopard CRM including:
- Case Management, easily track customer service, technical support and similar incidents
- Email Integration, increase customer service levels and reduce double entry
- A new look and feel, making this the easiest to use version of Leopard CRM we've ever done
- A new Project Management system, including a new user interface and task methodology

Leopard CRM 2.5.2 Release Notes

Catalyst — Tue, 07 Apr 2009 06:29:00 +0000

Leopard CRM release 2.5.2 is a bug fix release to address the following issues:

- Fix for minor calendar display issues

For a full list of recently released features, please refer to the release notes for version 2.5.0.

Leopard CRM 2.5.1 Release Notes

Catalyst — Mon, 30 Mar 2009 06:29:00 +0000

- Bug fix to show calendar entries that range over multiple days
- Bug fix to show project and milestone dates on the calendar correctly

Leopard CRM 2.5.0 Release Notes

Catalyst — Sat, 28 Mar 2009 06:27:00 +0000

- Add a contact to a marketing campaign from the contact screen
- Marketing Campaign Type added
- "Do not contact"/Marketing Permission rules for contacts
- Add the ability to assign an industry to a contact
- Change to events system to properly cleanup children records when deleting an event (properly removes related event dates from system when an event is deleted)
- Redesign the architecture for the Calendar system to improve response speed (now approximately 2-3x faster)
- Change the Month/Year selection on Calendar to change on selection instead of mouse hover
- Remove a "two hit" penalty on the calendar when using the next/prev buttons

System Administration:
- Ability to add/edit marketing campaign types
- Add editing of Industry lists in the admin area

Advanced Search:
- New search/filter for marketing campaign list
- Add option to Advanced Search to obey "Do not contact"/Marketing Permission rules
- Add search by industry
- Advanced Search drop downs changed to be sorted alphabetically (except state)
- Admin users removed from Advanced Search notes drop down

Bug Fixes:
- Fix bug where filters are lost when navigating via next/prev buttons on calendar
- Fix bug where project selections are lost when navigating via next/prev buttons on calendar
- Fix bug where deleting a Sale Category (Admin screen) incorrectly detects where it's in use already
- Fix bug that appears when using ' in a search for an event via lookup filter
- Fix bug that appears when using ' in a search for an marketing campaign via lookup filter
- Fix bug that appears when using ' in a search for an sales listing via lookup filter
- Fix bug where error occurs for person with note dates missing

Leopard CRM 2.1.2 Release Notes

Catalyst — Wed, 17 Sep 2008 06:26:00 +0000

- Fix for errors on viewing import history
- Fix for errors when attempting to import
- Fix for error when viewing a person that was imported
- Sort file browser by most recent at the top of the page