Classic - Customer Service - Opportunity Manager

Opportunities and Leads

There may be times when you have had contact with a customer which made you aware that the customer has a need. This need may be a new furnace or water tank, for better maintenance, a club membership or even a filter change. Successware allows you record this need on a customer's account as an Opportunity.

The opportunities that you record for your customer can then be managed, followed up on and even converted to sales jobs through the Opportunity Manager.

Better tracking and follow-up of your leads will allow you to be sure that you are making the most of your opportunities and not just letting them "slip through the cracks".

What is an Opportunity?

In Successware, an opportunity is something you could do for a customer.

What is a Lead?

A lead is a "strong" opportunity that warrants the creation of a sales job to deliver an estimate to a customer.

What can I do with an Opportunity?

Opportunities can be marked as Sold or Abandoned, depending on the situation.
Follow-up dates can be listed, and notes added to any opportunity.
An opportunity can be converted to a lead, which you can use to create a sales call.

Creating an Opportunity

Opportunities can be created in three different ways:

Customer Opportunity Profile – Multiple opportunities for a single customer can be created from this form.
Job Summary – A single opportunity identified during the performance of a job can be created as the technician is being debriefed. In addition, the Opportunity can be marked as “Lead Generated” to indicate in the Opportunity Manager that a sales job should be created. Note: Opportunities created in the Job Summary will not appear in the Opportunity Manager or the Customer Opportunity Profile until the associated job is "Completed".
Sales Summary – This is found through the Job Summary associated with a sales job. Attaching an Opportunity Code to the sales job on the Sales Summary form will allow the lead to be tracked and marked for follow-up in the Opportunity Manager.

Adding an Opportunity from the Customer Opportunity Profile

The Customer Opportunity Profile screen allows you to keep track of customer needs. This can aid in the identification of possible future sales opportunities and the tracking of multiple sales opportunities for a single customer. The items displayed in the Customer Opportunity Profile can also be converted to a mailing list by accessing the Customer Opportunity Report.

From the Customer form (or any other form that selects a customer record) press F8.
Press Insert to display the Opportunity.
Enter the date you became aware of the opportunity in the Opportunity Date field.
Choose the opportunity code from the drop-down in the Opportunity. As with any drop-down list, it can be modified by first pressing Ctrl+Enter.
If desired, select the employee who identified the Opportunity in the Referred By field.
Check the Notified box if the customer has been notified of the Opportunity.
Lead Required indicates that a sales job needs to be created for this Opportunity.
Choose the Sales Person assigned to the Opportunity.
Checking Sold will mark the Opportunity as sold.
Click OK to save the Opportunity.

Adding an Opportunity from the Job Summary Screen

Opportunities for additional sales may be identified during the performance of a customer job. When such an opportunity occurs, the information and need for follow-up can be entered during the technician debrief, directly on the Job Summary screen.

Opportunities recorded in the Job Summary will show up in the Customer Opportunity Profile and in the Opportunity Manager.

On the Job Summary screen for any existing job, select the Opportunity Generated check box to indicate that an Opportunity has been identified.
Choose the Opportunity Code to select the type of Opportunity that exists. As with any drop-down, it can be modified by first pressing Ctrl+Enter.
A date to follow up on the Opportunity can be entered in the Follow Up Date field if desired.
Check the Notified box if the customer has been notified of the Opportunity.
Enter any Follow Up Notes as desired.
Check Lead Generated if the Opportunity requires that a sales job be generated.

Note: If you check Lead Generated, the opportunity will be marked as Lead Required. You can use this indicator in the Opportunity Manager to list and then create the related sales jobs. This process helps to ensure you don’t forget to create the sales jobs for any leads generated.

Click Save to close the Job Summary. The Opportunity created will be visible in the Opportunity Manager and in the Customer Opportunity Profile only after the job is marked as Complete.

Adding an Opportunity from Sales Summary

Follow up activity can be scheduled for existing sales calls on the Sales Summary screen. All sales calls show up in the Customer Opportunity Profile and the Opportunity Manager once an opportunity code has been selected in the Sales Summary.

The Sales Summary screen can be accessed from an existing sales job by selecting Job Summary from the right-click menu within the Job Form.

To document follow up activity for the sales job, click the FollowUp tab.
Choose the Opportunity Code to select the type of Opportunity that exists. As with any drop-down, it can be modified by first pressing Ctrl+Enter.
Enter the date when you would like the follow up to occur in the Follow Up field. Opportunities can be displayed by the follow-up date in the Opportunity Manager.
Enter any notes regarding the follow-up activity.

Using the Opportunity Manager

The Opportunity Manager can be accessed from Successware’s Main Menu, in the Marketing Section. With this Manager you can review and follow up on all opportunities and leads for all customers. The Opportunity Manager lists both Opportunities and Leads (Sales Jobs).

Opportunity Manager Views

By default, the Opportunity Manager will display all Opportunities and Leads that have been marked for follow-up by entering a date in the Follow Up field. The view can be changed by selecting one of the view indicator buttons located in the top left corner of the screen or by choosing the desired view from the right click menu.

All – lists all opportunities with an opportunity date in the date range specified.
Create Leads – lists all opportunities marked ‘lead required’.
Follow Up – lists all opportunities and leads with a follow-up date as of today or in the past.
Unscheduled– lists all opportunities and leads with follow-up notes, but no follow-up date.
Chain – lists all opportunities and leads related to the currently selected opportunity.

The list of opportunities can be further filtered. The filter options offered are cumulative, meaning that the list of opportunities in the view will include all that meet any of the filter criteria you select.

NTF'D (Notified)- This filter will include opportunities in which the notified checkbox has been selected.
CNVRT'D (Converted)- This filter will include opportunities that have been converted to leads.
Sold - This filter will include opportunities where the Sold box has been checked.
Open- This filter will include any opportunity or lead that has not been marked as abandoned or sold.
Done- This filter will include any opportunity which has been marked as abandoned or sold or has been converted to a lead. It will also include Leads that have been sold or have been closed without being sold.
OPPS (Opportunities)- This filter will display opportunities that do not have an associated lead (sales job).
Leads- This filter will display a listing of leads.

Opportunity Manager Right-Click Options

In each view of this form, you can right-click on the grid for the popup menu. In this popup menu, you will find multiple options.

Edit- This will open the Opportunity Form, or the Job Summary for opportunities that were recorded on the Job Summary.
Delete- This will allow you to delete the highlighted opportunity.
Edit Note- Allows editing of the note for the selected opportunity.
New Follow Up- This option will allow the entry of new follow-up notes.
Sold- This indicates the opportunity was sold without a sales job, possibly phone sales. The opportunity will be marked as done with the status of ‘sold’. Opportunities currently marked as ‘lead required’ cannot be marked ‘sold’. You must first remove the ‘lead required’ check.
Abandon- This indicates you did not sell the opportunity and are done with it and do not desire any follow up. The opportunity will be marked as done with a status as ‘abandoned’.
Convert- Selecting this option will close the opportunity and create a new sales job that is linked to the opportunity.
Print Grid- This option will allow printing of the complete grid as it is displayed.
Customer Opportunity Report- This will open the criteria screen for the Customer Opportunity.

Opportunity Status Indicators

The status of each Opportunity shown in the grid is indicated by the icons listed for each Opportunity.

Opportunity Follow Up and History

The primary purpose of the Opportunity Manager is to allow for the viewing and editing of Opportunity and Lead information.

When an Opportunity or Lead is selected in the grid, there are three tabs available on the right side to view and edit information.

Editing Opportunity Notes

Notes may be viewed or edited for any Opportunity on the Notes tab located to the right of the grid.

Select the desired Lead or Opportunity in the grid on the left side of the Opportunity Manager.
Select the Notes tab and click the Edit Note.
Enter the desired notes.
Click the Save button at the bottom of the Notes.

Recording Follow Up Information

On the Follow Up tab, the follow-up date and notes can be recorded or viewed.

If no follow-up information exists for the Opportunity:

Right-click on the opportunity in the grid and choose New Follow Up.
Enter the desired date in the Scheduled Follow Up Date.
Enter any desired notes and click the Save.

If there is existing Follow Up information, you will first need to move it to History by clicking the Move to History button.

Historical information can be viewed on the History tab.

Converting an Opportunity to a Lead

When a listed Opportunity is strong enough to warrant scheduling a sales job, it can be converted to a lead (sales job). Converting an Opportunity will create a sales job that is linked to the original Opportunity. The Opportunity will be marked as Done with a status of Lead Created.

Right-click on the desired Opportunity and choose Convert.
The Sales Job form will display and can be filled out and scheduled like any other job.

Opportunities Report

The Opportunities Report allows you to report on customers that have had opportunities recorded in their Customer Opportunity Profile.

By running the report you can display customers who have been marked with a particular opportunity or see which technician is making the most recommendations.

The opportunities report can also be used to remind you to send thank you letters to installation customers or to help you print a list of customers that you have marked as good references via the Opportunity field.

A Marketing List can be created based upon customers who appear in the results of the report.

Report Options	Description
Date Range	Use this Date Range to return any opportunities with an Opportunity Date within the specified range.
Opportunity	Use this drop-down to select a single opportunity on which you want to report.
Notified Only / Not Notified	Check these options to include only opportunities that have or have not had the Notified field marked. Leave both fields blank to return both.
Done / Not Done	Check these options to include only opportunities that have or have not had the Done field marked. Leave both fields blank to return both.
Sorting and Grouping	Use the Sorting and Grouping options to focus the displayed result of the report on a selected set of values. Useful grouping options for this report include Opportunity Code and Referred By.

Sales Lead Tracking

Sales lead tracking involves the process of creating sales calls, generating a quote and then tracking the results of the sale call. This process can also include the creation of commission wages based upon successful sales calls.

Sales lead tracking is set up to use the standard approaches to call taking, creating jobs and assignments. Use the same methods for maintaining the Sales Job progress (assigned, dispatched, completed, etc). A Sales call also can be right clicked on and a Call Sheet can be printed. This Call Sheet can be used by the salesperson to record information about the Sale Call.

When leads (Sales Jobs) are completed the standard Invoice form becomes a Quote form in which you may enter the information quoted. The Quote form does not allow for entering cost items but merely allows the listing of quoted items. The printed invoice becomes a printed QUOTE.

Note: Since there is no AR activity for quotes, the Invoice/Quote form does not allow you to Post.

When the actual Sales call is completed the debriefing that occurs with the salesperson will be recorded through the Job Summary option as you normally would. However, the Job Summary option will give you access to a Sales Tracking form which allows you to record information specific to a sales call. This information forms the basis of the Sales Lead Tracking report.

The Sales Tracking report that will give you all of the flexibility needed to track your closing rates and average sales by any type of groupings.

This report may be exported as a text file for use in external spreadsheets or marketing lists.

Sales Tracking Setup

In order to make use of the Sales Lead Tracking functionality in Successware, there are a number of Reference Tables that must be properly set up. These Reference Tables will allow for sales jobs to occur as well as offer the drop-down list options which will be used in summarizing the results of the sales call.

Setting Up Job Classes, Job Types and Call Reasons for Sales Tracking

Before you can run a sales call, you must make an adjustment to the Job Class reference table. At least one of your classes must have the IsSaleEst flag selected. Any job that is created using the IsSaleEst job class will behave differently than a normal service job. Notably, a quote will be created instead of an invoice, and the Job Summary option will open the Sales Tracking form.

If you do not create a Job Class that is flagged as IsSaleEst, you will not be able to create Sales Jobs. You may elect to have more than one Job Class that can be used for leads, such as Sales-Commercial and Sales-Residential. We recommend using these Job Classes sparingly as you should create Job Types to further identify the type of sales lead.

Once these Job Classes have been created or modified you need to examine your Job Types reference book to be sure that the appropriate Job Type (those that are for Sales Jobs) have the appropriate Job Class attached to them.

In addition to the Job Class table, you may want to create a Call Reason code that references your new Sales Job Class. This way when a customer calls in and needs an estimate, selecting the associated Call Reason will result in the creation of a Sales Job.

Additional Reference Table Setup for Sales Tracking

The following tables need to be completed in order for you to fully use Sales Lead Tracking information. These tables will supply the values that will be added to the Sales Tracking form when debriefing a sale job and as filters in the Sales Lead Tracking report.

Sales Status – Identifies whether the Sales call has resulted in a quote or not.

Sales Result – Identifies whether the Sales Job sold, did not sell or is still pending.

Sales Reason – Used to indicate why a sale didn't occur. (One Legger, Price, etc.)

Standard Equipment – Used to identify the type of equipment quoted.

Sale Unit Type – Used to further describe the quoted equipment. (Standard, Deluxe, Premium)

Employee Setup – Once you have added new Job Classes and Job Types, you will want to edit your employee setup and mark which employees perform the new Job Classes and Job Types.

Recording Sales Tracking Information

Once you have booked and run the sales call you will need to record Sales Tracking information. This Sales Tracking information is recorded by choosing the Job Summary option on a Sales Job.

The Job Summary option is available by right clicking:

On a Job in the Call Center.
On a Job in the Job Manager.
In the background of a Quoted Invoice.

The Sales Tracking form is available for you to continue to edit throughout the sales process. You can record the original sales job information as the job is completed, edit again once the quote is completed and finally make additions after the resulting sold job is completed.

Note: There are separate check boxes for Sold and Credit Reject. They are independent of each other, and should both be used when a sale was made, but lost because of a credit reject. It is possible to pull these in a report that could be used if you are able to find an alternative financing option.

Creating a Sales Quote

A Sales Quote, instead of an invoice, is created as the result of a Sales Job. The Quote form is accessed using the same methods as opening an Accounts Receivable invoice, such as pressing F10 while you have the call selected.

Once you have opened the quote you can add make additions to it just as you would on a standard Accounts Receivable invoice. The quote can be created as a Quick Entry quote using flat rate codes from the Pricebook or you can choose to build a Cost Plus quote and use a time and material methodology.

The total amount of the Quote will be carried over to the Sales Summary form.

The Sale as well as Job Costing information from the Sales Quote can be copied to the invoice that is created for a sold sales job.

Quote Print Options

Once you have entered a Sales Quote in Successware you also have the opportunity to print the quote with introductory and closing paragraphs as well as acceptance text and a signature lines. These paragraphs of information can be set as default quote print settings and can be modified on a quote-to-quote basis.

Setting Default Quote Print Settings

From the Main Menu, select Setup and click Company.
Select the Invoices/Stmts/Acct Reg tab.
Click Edit to edit the Company setup.
Select the Quotes button. This will open the Default Quote Print Settings window.
Select Print task notes for task line items to print the Task Notes associated with a task when the task appears as a line item on a quote. The text printed is referenced from the Task Note field of the task in the Pricebook. This will only apply when using the Detailed or Summary print option when printing the quote.
Select Print payment options to print the payment options you make available to customers at the end of the quote.
In the Introduction, Closing and Acceptance tabs, enter any text that you would like to print on the quote.

Introduction Text- Will add a paragraph of text to print at the top of the quote.
Closing Text- Will add a paragraph of text to print after the Quote Total near the end of the quote.
Acceptance Text- Will add a paragraph of text to print at the end of the quote. This text will print along with signature lines for both customer and salesperson signatures.

Click OK to save your settings.
Click the Save button in the bottom right corner.

Note- Existing quotes will not automatically inherit changes made to the default quote print settings. If you want an existing quote to print using these settings, open the quote, right-click in the lower portion of the quote and select Quote Print Settings. Choose the Reset button to attach the new default print settings.

Changing Quote Print Options on an Individual Quote

When a quote is created, the default print settings are copied onto the quote. These settings can be changed on an individual quote.

To access the quote print settings and change these features for an individual quote

Right-click in the lower portion of the quote. (The quote must not be in edit mode.)
Select Quote Print Settings. This will open the quote print settings dialog where you can modify these features for the individual quote.
Make any changes that you wish to the print settings for the quote.
Click OK to save the changes.

Note- If you modify the default print setting but decide you wish to return to the default settings, you can select Reset to return these features and text to the default quote print settings.

Printing a Quote

Once you have chosen the print settings you wish to use on a quote, select the Preview button at the bottom of the Quote Form. Select the printer icon in the upper left corner of the Preview window to access print options and print the quote.

Creating a Job from a Sales Call

When a Sales Call is run that results in a sale, Successware allows you to convert the sold sales call to a new job. The Sales Summary form, which allows you to record information related to the sales call and forms the basis for the Sales Lead Tracking report, now offers a button which allows you to create a job.

This "Quote to Job" functionality also allows you to copy the line item and cost detail from a sales quote to the invoice of the newly created job. Additionally, the part detail information from the Sales Quote can be copied to a new part requisition.

To Create a Job from a Sales Call

Open the Sales Summary form for the Sales Call by right clicking on the Sales Job in the Call Center, in the Job Manager or in the background of the Sales Quote and selecting Job Summary.
In the Sales Summary form, mark the Sold checkbox and record the Sold Date.

In the Quoted Job area choose the Job Class and Job Type of the new job that you would like to create.

Click the Create New Job button.
Confirm that you want to create a quoted job by clicking Yes.
The Job form for the related quoted job will open. Make any necessary adjustments to the Job then schedule and assign the job as you normally would.

Copying an Invoice from a Sales Quote

If you have already built a detailed sales quote for a sales job and the job results in a sale, you will not have to renter the information in the job's invoice. Successware allows you to copy the Line Item and Cost Detail from a completed Sales Quote to the Accounts Receivable Invoice associated with a Job.

To Copy an Invoice from a Sales Quote

Open the Invoice associated with the job.
Enter and Invoice Date, choose a Billing Account if necessary and click Save.
Right-click in the background of the Invoice form and choose Copy Quote.
A dialog box will open that asks you to confirm that the proper sales job number is selected. If you have not created the job directly from the Sales Summary form you will have to enter the sales job number associated with the quote.
Click OK to copy the quote.
The Line-Item detail as well as any associated Cost Detail will be imported into the invoice from the quote.
Make any additions to the invoice as needed.

Creating a Purchase Order from a Sales Quote

If you need to generate a Purchase order to order parts for a job that was created from a sales job, you can use the quote information to automatically populate the Purchase Order.

You do not need to re-enter the details which were listed on that quote either manually or through flat rate tasks which contain Part and Miscellaneous detail. You can import the listed cost detail from the quote onto the Purchase Order.

To Copy Quote Detail to a Purchase Order

Open a Purchase Order from the job in the Call Center. (Right-click on the job, select Job materials, then select New Purchase Order.) Or you can choose the Job from the Job Number field of the Purchase Order.
Select the Vendor.
Right-click in the background of the Purchase Order item grid and choose Copy Quote.
A dialog box will open that asks you to confirm that the proper sales job number is selected. If you have not created the job directly from the Sales Summary form you will have to enter the sales job number associated with the quote.
Click OK to copy the list of part detail from the sales quote.
The Part Detail will be imported into the Purchase Order from the quote.
Make any additions or changes to the Purchase Order as needed.

Creating a Requisition from a Sales Quote

When pulling parts from inventory for a job through a requisition, if you did a quote and listed out all the detail on that quote, you do not need to enter all those parts again. You can import the listed cost detail from the quote onto the requisition.

To Copy Quote Detail to a Requisition

Open a Requisition from the job in the Call Center or choose the Job from the Job Number field of the Requisition.
Choose a Warehouse from which you want to pull the items.
Right-click in the background of the Requisition form and choose Copy Quote.
A dialog box will open that asks you to confirm that the proper sales job number is selected. If you have not created the job directly from the Sales Summary form you will have to enter the sales job number associated with the quote.
Click OK to copy the list of part detail from the sales quote.
The Part Detail will be imported into the Requisition from the quote.
Make any additions or changes to the Requisition as needed.

Closing a Sales Job

Sales Jobs do not automatically close as a regular service job does in Successware. This is because there is no invoice to be posted for Sales Jobs. (A posted invoice is a normal requirement of a closed job).

Therefore, in order for a Sales Job to be closed, and no longer cause the Open Job indicator to display on a customer's record, the Sales Job must be manually closed.

To Close a Sales Job:

Once you have completed the Sales Job, including the completion of timecard entries, highlight the Sales Job you wish to close either in the Job Manager, Call Center or Customer History and press F9 to open the Job Form.
Right-click in the background of the Job Form and select Close Job.

The Job will be marked as closed and the indicator on the customer record will change from Open Job to History.

Sales Tracking Report

The Sales Lead Tracking report will gather the sales information recorded in the Sales Summary form and compiles it into a complete report of sales activity.

To Run the Sales Lead Tracking Report

Open the Report Gallery.
Select the Management Group.
Double click on the Sales Tracking report.
Choose the appropriate options in the report form.

Note- The report can be run based upon the Estimate Date (the date of the sales call) or by the Actual Date the job sold.

Print the Report

Looking for a more interactive course on Opportunity Management? Check out our Learning Management System (LMS)! Our courses are available to all Successware users. If you don't have a sign-in for our LMS, contact us at training@successware.com for a free account.

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Icon	Description	Function
	White arrow in red circle	Lead required (lead generated from job summary)
	Red ‘x’	Abandoned
	Yellow dollar sign	Open lead
	Green dollar sign	Done, sold
	Red dollar sign	Done, no sale
	Yellow arrow	Converted opportunity or continued lead, still open
	Green arrow	Converted opportunity or continued lead, closed, sold
	Red Arrow	Converted opportunity or continued lead, closed, not sold
	Paper quote	Lead

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