Enter your user name and password to login to Miracle Service CRM.
Thank-you for selecting Miracle Service™ CRM as part of your Sales Management
Solution.
You have purchased a world class business software solution that is designed
to integrate with our Miracle Service™ desktop application. Miracle Service
is designed to meet your needs today and grow with you into the future.
Back in 1994, we released the very first version of Miracle Service™. Today, Miracle Service™ has thousands of users in over 45 countries around the world, and we’re very pleased to welcome you to this group.
To make sure you get the most from your Miracle Service™ software, we offer complete installation, training and on-going technical support services from our professionally trained support staff. Web-based support technologies enable us to provide the same responsive support to both local customers, as well as to customers around the globe.
Our goal is to continually innovate our products and services to support our customers as their needs change and grow. From time to time we’ll release new modules or updates of Miracle Service™. An update might include a timesaving new feature, minor repairs to keep your software running smoothly or other change relevant to your business. Upgrades will be placed on our support website to download, and are available to all customers with an active technical support contract.
Because Miracle Service™ is a modular solution, you can add modules at any time as your business grows and changes. To order additional modules or client licenses, please contact your sales representative.
At Nexent Innovations our customers are the key to our success, and our commitment to them is that Miracle Service™ provides, and will continue to provide, the best value for their service management software dollar.
Again, thank you for choosing Miracle Service™ and we look forward to working with you today and in the upcoming years.
- The Nexent Innovations Team
To contact the Nexent Innovations Team please use one of the following methods.
| Sales |
Direct Telephone: Toll Free: |
(905) 206-1828 x 1 1-866-639-3689 x 1 |
| Support |
Direct Telephone: Toll Free: |
(905) 206-1828 x 2 1-877-263-9368 x 2 |
| General |
Direct Telephone: Toll Free: |
(905) 206-1828 1-877-772-4749 |
Web Address:
Or go to www.MiracleService.com
The main screen of the application has three parts. The Menu on the left, the
header bar across the top and the data window which is the main area for interacting
with the information. You can focus the data window on the main area of interest
by selecting the menu item from the menu navigation on the left side of the
screen. This will change the focus of the data window to match this selection.
The data window can be filtered and sorted easily to find and work with only
the information you are interested in accessing. Directly above the Data Window
are a number of action buttons. These buttons are used to create specific actions.
They typically are to add, edit or delete select records. You should also notice
the action button labeled "Show Customization Window" which allows the user
to add and remove fields from the view customize the view. Finally there is
a drop-down menu box that will allow the users to choose the number of records
to view simultaneously.
Customize the Customer Data Window
To customize the data window, click the "Field Chooser" button. This will display additional fields that can be dragged and dropped into the data window to view additional information. Since the screen width is limited, you will notice the other columns auto adjust as new fields are added. You may wish to remove other fields to make the information easier to read and work with.
To add a field click the field name you want to add. Hold the mouse button down while you move the field box into the location of your choice in the top header bar. You will notice an arrow pointing up and down when the field box is in the correct location to be added to the header. At this point release the mouse and the field will be added. To remove fields do the reverse: click and drag the field from the header bar to the "Field Chooser" list.
Note for Touch-Screen Devices: Make sure that you have the "Touch" field showing on your screen. If you can't see the Touch field, select that field from the "Field Chooser" and drag it to header bar to make it visible.
You can also drag fields from one location to another and resize the field to meet your needs.
Sort and Filter the Data Window
You can sort and filter the information in the Data Window. To sort, click on the Header field name. When you do this a small arrow will appear in the window to identify if the list is sorting in ascending or descending order.
To filter the Data Window, you can enter text in the fields directly below the column headers next to the "filter" icon. Please note that whenever "filter" icon is present, this indicates that these are not data entry fields, but are used to define a filter criteria. Enter information in multiple fields to refine you filter if desired. The more information entered in these fields will increase the record filter and display fewer records.
To return to the original listing, delete the data in each of the fields, or press the "clear" button.
You can select a specific record to work with by clicking on that record. Double Clicking the record will open the record for viewing and / or editing depending on your access rights.
For Touch-Screen Devices: To open a record, click on the icon in the "Touch" field. If you cannot see the Touch field, select that field from the "Field Chooser" and drag it to header bar to make it visible.
Use the tabs across the top of the display window to navigate between the various information tabs. Use the "save" button to save any changes before moving to the next tab. To exit from this view, click on "close window" at the bottom right area of the window.
Note: For existing Miracle Service users you will recognize this screen as the "Customer" screen within the main Miracle Service application.
Company ID: Enter a unique Company ID. The Company ID is an alphanumeric identifier which cannot exceed 15 characters in length. The following are some example of what other customers use for the Company ID:
a) Phone Number: 1234567890.
b) Address abbreviated: 123MainSt
c) Company Name abbreviated: ABCComp
d) Numeric Sequence: 000001, 000002 etc.
e) Company Initials and Sequence: ABC0001, RSB0001 etc.
The Company ID is used in many screens in Miracle Service to identify the company
so it is best to use something that is helpful in identifying the company.
You can have different ID numbering for prospects and for customers. For example,
until a prospect becomes a customer you may want to use 'telephone number' or
some other identifier as the Company ID. Once they become a customer they can
be issued a unique Customer ID.
**Automatic Customer Numbering: If your Miracle Service is set-up for automatic Customer Numbering (see Miracle Service Administration > 6. Customers & Suppliers > Defaults > Customer Numbering) they Company ID field in CRM will be inaccessible (greyed out) as this will be generated by the program automatically.
IMPORTANT NOTE: The CompanyID cannot contain any special characters. The valid characters are numbers (0-9), letters (a-z and A-Z), spaces or _,-,#. These are the only characters that are valid to use when creating CompanyID's. All other characters are invalid such as: &,%,",',*,(,),!,@,$,+,=, commas (,) and periods(.). Including these characters can cause errors to occur in Miracle Service when running certain functions or reports.
Bill To / Ship to: Select whether this record is a "Bill-To"
or a "Ship-To" company.
Some company locations are only shipping addresses (you don't bill there). If
this is the case identify the company as "Ship To". Otherwise identify
it as "Bill To".
Web Portal Active: This is used if you have purchased the optional Miracle Service Customer Self-Service Portal. Checking the "Web Portal Active" button will identify this company as a customer that can access the Customer Self-Service Portal.
Web Password: If you have marked the company as "Web Portal Active", it is critical that you setup a password for this customer. This is just the initial password, as the customer is able to change this password once they first log into the Customer Self-Service Portal.
Attention: This is NOT the place to put the company's contact information (rather that is in the Contacts section). This field is only used to in the main Miracle Service application to identify the billing contact within this company.
Active Company: Indicate whether this is an active account.
Prospect: Check this box if the company is considered a Prospect and is not yet a customer.
Vertical Market: This optional field identifies companies belonging to different groups, or by customer type, for example: Retail, Government, School Board etc. The Vertical Market field may be used to differentiate companies by types of organization, by level of patronage or any other useful classification.
Email: Used to store the main billing email address for the company.
Comments: This is NOT the place to put comments about recent meeting or follow-up (rather that is in the Notes section). This field is visible in the Miracle Service application and is used to store information related to the company that would be important to all users. For example, customer directions.
This screen provides the pricing details specific to the Customer/Prospect on inventory items.
Retail: If 'Retail' is selected, the customer receives regular retail pricing. New customers are automatically defaulted to 'Retail' pricing.
Quantity Pricing: If 'Quantity Pricing' is selected, this customer receives quantity pricing on specific inventory items identified in this area. Quantity pricing levels are set up in the 'Inventory' module under 'Quantity Pricing'.
Price Group: If 'Price Group' is selected, an additional Price Group drop down menu appears. Select the applicable price group from the drop down list. Select the 'Zoom [+]' button, next to the drop down box, to view the 'Price Group' screen. Price Groups are maintained in the Administration program.
Special Pricing: The 'Special Pricing' feature allows specific pricing for a set amount of time on specific items. This feature is useful for making special deals with customers and prospects. For example, if a contract is won from a customer with a condition to hold prices for specific items for a year, those items would be identified here.
Note: When items are entered on a sales or service invoice, customer specific pricing is determined in the following order…
1. Does the customer have a valid 'Special Price' for this item? If so, use
this price.
2. Does the customer belong to a Price Group with a margin on this item category?
If so, use this price.
3. Does the customer receive item quantity breaks, and is quantity pricing applicable?
If so, use this price.
4. If none of the above rules apply, use the item's retail price set up in inventory.
This screen provides the financial details specific to the Customer/Prospect.
Release & Hold Buttons: These refer to the account status. All customer accounts are defaulted to 'Release' Mode. To put a customer on credit 'Hold', click the Hold button. The plus key next to the 'Account on Hold' account status will inserts the user, date and time that the account was put on 'Hold'. Clicking the 'Release' button removes the credit hold. If an account is on 'Hold', a warning light is displayed on the service call request screen when a service call is being created in the Miracle Service application to inform service call takers that the customer is on 'Hold'.
Tax Group and Payment Terms: The 'Tax Group' and 'Payment Terms' are defaulted. Select a different 'Tax Group' and/or 'Payment Term' if applicable.
Credit Limit: Enter the Credit Limit for this customer.
Service Billing Defaults: When a service call is taken and no
equipment is selected, these charges will apply for labor and travel. When a
call is taken and equipment is selected, Miracle Service will use the equipment
(or contract) labor and travel charges instead of these values. When new equipment
is added to a customer's serviceable equipment table, this default charge will
apply.
Miracle Service CRM gives you the ability to setup User Defined Fields to suit your company's individual needs. There are 2 types of User Defined Fields:
Custom Fields: There are 10 Custom Fields that can be renamed to meet your requirements. These fields are located in the Custom Fields area found under the Company's User Screen tab. These are "searchable" fields that also appear under the Customization Window along with the standard fields (like company, address etc.) You can search, sort and report your data based on these fields. These Custom Fields are defined and setup in the Administration application.
Data Fields: There is an almost unlimited number of Data Fields
that you can setup to record data for each Company. These are similar to Custom
Fields (above) in that they can be named to meet your requirements, however
they are for storing and viewing information only, are not "searchable"
and do not appear in the Customization Window. These fields can be setup to
be viewed under the Company's User Screen tab, and can be further grouped by
creating your own user defined User Screens. These Data Fields are defined and
setup in the Administration application.
You can select a specific Contact record to work with by clicking on the specific record. Double Clicking the record will open the record for viewing and / or editing depending on your access rights. Here you can identify specific phone, fax and email addresses that are specific to the contact and different from the company ones. These Contacts will also appear in the Data Window when you select the "Contacts" tab on the left hand navigation bar on the main screen.
Mail Merge: To create a new document using a template to one or multiple contacts, in the first column check the box(es) of the Contact(s) you wish to include. Using the drop-down menu, select the name of the Template you wish to use. Click on the "Mail Merge" button. This will launch a web editor showing the merged document. If you have chosen to send to only 1 contact, you can personalize and modify the new document as required from this editor.
IMPORTANT NOTE: If you have selected multiple contact you will see the following WARNING: You have selected multiple contacts. The document below contains hidden page breaks to print individually for each contact record. Altering the text below can result in printing errors, and changes will not appear in the Company's Notes tab. It is highly recommended that you select 'Print' without making any changes.
Formatting: The page setup of the document (paper size/paper source/headers and footers) will be determined by the settings in your web browser. For example with Internet Explorer these can be found under File > Page Setup If you have the Header setup with the web default of "&w&bPage &p of &P" then a page number will appear on your document. Similarly if the footer has "&u&b&d" then the web path and date will appear. Delete these headers and footers to remove them from your document. Set the other page set-up fields as required.
Using the "Print" button you can now print, save to file or fax your document depending on what options are available to you on your network. Using this "Print" button will automatically save the content and details of the document in the Company Notes section.
Send Message: Using the "Send Message" button allows you to send an email to one or multiple contacts. In the first column check the box(es) of the Contact(s) you wish to include in your email. When you select the "Send Mail" button your message will be sent via your SMTP e-mail server to the contacts, and a copy will be saved in the Company Notes section.
Creating a New Note: Click the "Add New" button to create a new note. Complete the Subject and Note fields and press "Save". The "Written By", "Date Created" and "Date Modified" fields will automatically be created by the system when you save the note.
Export to Calendar: You have the option to export the note to your Calendar (such as Microsoft Outlook) using the "Export to Calendar" button. This will automatically populate the note into your calendar and you can schedule the next step from there.
Searching and Filtering in Notes: To search and filter within
the notes you can enter text in the fields directly below the column headers
next to the "filter" icon. Please note that whenever "filter"
icon is present, this indicates that these are not data entry fields, but are
used to define filter criteria. Enter information in multiple fields to refine
you filter if desired. The more information entered in these fields will increase
the record filter and display fewer records. To return to an unfiltered view,
delete the data in each of the filter/search fields, or press the "clear"
button.
Customize the Contact Data Window
To customize the contact data window, click the "Field Chooser" button. This will display additional fields that can be dragged and dropped into the data window to view additional information. Since the screen width is limited, you will notice the other columns auto adjust as new fields are added. You may wish to remove other fields to make the information easier to read and work with.
To add a field click the field name you want to add. Hold the mouse button down while you move the field box into the location of your choice in the top header bar. You will notice an arrow pointing up and down when the field box is in the correct location to be added to the header. At this point release the mouse and the field will be added. To remove fields do the reverse: click and drag the field from the header bar to the "Field Chooser" list.
Note for Touch-Screen Devices: Make sure that you have the "Touch" field showing on your screen. If you can't see the Touch field, select that field from the "Field Chooser" and drag it to header bar to make it visible.
You can also drag fields from one location to another and resize the field to meet your needs.
You can select a specific record to work with by clicking on that record. Double Clicking the record will open the record for viewing and / or editing depending on your access rights.
For Touch-Screen Devices: To open a record, click on the icon in the "Touch" field. If you cannot see the Touch field, select that field from the "Field Chooser" and drag it to header bar to make it visible.
Templates provide users with standard formats for correspondence with customers and prospects. Default templates include a Standard Letter, Fax Coversheet and Envelope. You can customize your own templates for your company's use in the Administration Program.
Mail Merge: To create a new document using a template to one or multiple contacts, in the first column check the box(es) of the Contact(s) you wish to include. Using the drop-down menu, select the name of the Template you wish to use. Click on the "Mail Merge" button. This will launch a web editor showing the merged document. If you have chosen to send to only 1 contact, you can personalize and modify the new document as required from this editor.
IMPORTANT NOTE: If you have selected multiple contact you will see the following WARNING: You have selected multiple contacts. The document below contains hidden page breaks to print individually for each contact record. Altering the text below can result in printing errors, and changes will not appear in the Company's Notes tab. It is highly recommended that you select 'Print' without making any changes.
Formatting: The page setup of the document (paper size/paper source/headers and footers) will be determined by the settings in your web browser. For example with Internet Explorer these can be found under File > Page Setup If you have the Header setup with the web default of "&w&bPage &p of &P" then a page number will appear on your document. Similarly if the footer has "&u&b&d" then the web path and date will appear. Delete these headers and footers to remove them from your document. Set the other page set-up fields as required.
Using the "Print" button you can now print, save to file or fax your document depending on what options are available to you on your network. Using this "Print" button will automatically save the content and details of the document in the Company Notes section.
Send Message: Using the "Send Message" button allows
you to send an email to one or multiple contacts. In the first column check
the box(es) of the Contact(s) you wish to include in your email. When you select
the "Send Mail" button your message will be sent via your SMTP e-mail
server to the contacts, and a copy will be saved in the Company Notes section.
To create a new quote your can select the "Sales Quote" menu item in the left menu navigation pane and then Click "Add New". This will open a new pop-up window to enter your quote. You can also create a quote from within a specific customer's record (on the Sales Quotes tab).
First Select the Quote Type. The options are: POS, Text and Project. The following summarizes the purpose of each type.
POS: POS Quotes are used to pull and invoice for inventory items.
Text: Text Quotes are used to quote and then invoice for services or non-tangible goods (such as consultancy). The only difference between the two documents is how the line items are laid out.
Project: Project Sales Quotes are used to manage typical installation projects and can be viewed as a project management module. A Project Sales Quote mostly defines a Work Flow Process. The Project Sales Quote itself is basically a POS style Sales Quote; however, later in the process when the invoices are generated, they are created as Text Invoices. The Project Sales Order process is discussed in more detail in the Miracle Service Administration Guide and User Manual.
Next select the Shipped To Customer ID. To do this click the drop-down arrow beside the Shipped To box. This will open a list to select the Shipped To customer. You can start typing in the name of the company and the list will filter automatically. Once you find the company you can click on it to select. This action will update the Shipped to and Bill to information. If you need to modify the Bill To information you can do this using the same process by clicking the 'drop-down arrow beside the Bill To field.
Continue entering the information in the remaining fields:
The Requester field lets you select to who's attention the Sales Quote is being sent. This will appear on the Sales Quote. (*Required field for Project Sales Quotes)
The Quote Date can be selected.
The Payment Terms will be defaulted to the Shipped To customers default Payment Terms. Users can adjust this to the company's available standard Payment Terms.
Reference No. is a free from field to enter a Reference number such as an RFQ number or other reference information.
The Sales Person is defaulted to the sales person that is logged in.
The Quote Source allows users to identify the source of the Quote. This can be used later in reporting to help identify the different sources of quote opportunities and the relative strength of each source.
Shipped Via is an optional field to select how the materials will be shipped should this become a Sales Order.
The Expected Close Date is mandatory and is used in the sales forecasting reports. Please review the Sales Quote Reports information in the Sales Quote Report area.
Click Next to continue.
Attach a Quote to Contract / Equipment
One of the important features in Miracle Service is the ability to attach an invoice to a contract or equipment. When you attached an invoice to a contract and / or equipment the cost and revenue of this invoice will be included in the Profitability Analysis for that contract and or equipment. This will provide your company with a very effective understanding on the total profitability of the customer, contract or equipment.
If the sales quote is directly related to a piece of equipment belonging to a customer, there is an option to attach this sale to an existing contract or piece of equipment. This will affect the calculation of the profitability of the contract and the equipment. If the sale is not attached to the contract or equipment, Miracle Service will not include the proceeds in the profitability calculation. The value (cost/revenue) of the entire order is attributed to the contracts and/or equipment. Select the 'Attach' button and choose the contract and/or the piece of equipment.
Before you add any line items, you must first select which contract and / or equipment the quote and final invoice will be attached to.
Click 'Attach' tab and select either a piece of equipment a contract or both from the list of the eligible equipment or contracts.
For Text based Sales Quotes: Select 'Add Items' and complete the required fields in free-form text. Click 'Save' and continue to add additional line items as needed.
For POS and Project based Sales Quotes: These formats offer a selection of inventory items from which to choose.
Select 'Add Items' add new Line Items. A new window will open showing the list of inventory items to choose from.
Use the filter fields below the column header to filter the list to help locate the specific part you are looking for. You can also click on the column headers to sort the information by that header.
When you see the item you would like to add, use the first column Selection Boxes to select and add it to the Sales Quote. You can indicate the quantity in each item's Quantity field. You will have the opportunity to change the other fields (description, pricing etc.) later once the items are added to the Quote. When you have finished selecting all the items click "Save" and the items will be added to your Sales Quote.
To modify the information of a line item, click the Edit icon (paper & pencil icon). The following is a description of each field in a line item:
Description: 'Description' and 'Item Number' are attached to each other. The 'Inventory Data' screen fills 'Description' by default when the 'Item Number' is selected. You can modify the description as needed.
Quantity: Enter the quantity of the item. If the quantity ordered to the point that the quantity price should take effect, the price will automatically change in the 'Suggested Retail per Unit' field.
Unit: Units of measure default from the item selected.
Suggested Retail Price: This blue field displays information from the 'Inventory Data' screen. When the inventory item and quantity of items are entered into the 'Inventory Data' screen, the retail pricing, based on the customer's settings, are automatically calculated.
Average Price per Unit: This will initially default to the customer's specific pricing. This field shows the price your customer will pay for this item. Modify this field if you wish to charge them a different price. If you want to apply a discount, consider using the Discount function instead.
Amount: Quantity Ordered x Average Price per Unit = the Amount in this Field.
Click 'Save' to update the database with the information for the new line item.
Discounts are applied by line item not the entire sales quote. Once the line item is saved, you can add a discount. Click the [+] in the line item below the Discount header to enter a discount. A Discount pop-up window will open. Click 'Add New Discount' to create a new discount. Enter the description and the discount as either a percentage or amount. Click 'Save' then the 'Close' button or the [-] button.
Hint: If you want to apply a discount to several line items but want the discount to show just as one Discount line on the Sales Quote, make sure you use the exact same discount name for each line item. If you do this, the Sales Quote will add the discounts together and show on one discount line.
Click the Print button to create a screen view of the Sales Quote you would like to print.
From this screen you can Print, Export or E-mail the Sales Quote.
Other charges are used to add non inventory items to the quote.
Record notes about this quote activity.
Selecting the Terms & Conditions provides a list of standard Terms and Conditions that can be linked to a Sales Quote. Users can select from a standard list and will also have the option to modify the text from the standard version. The Sales Quote will retain the changes and leave the original version intact.
To set-up the standard Terms & Conditions for your company, go to Miracle Service Administration > 4. Inventory > Terms & Conditions.
User Fields for this quote can be used to keep track of additional information. These are set-up in CRM Administration.
This is part of the Document Manager feature within Miracle Service. After the Documents tab is selected a window appears where you can attach documents directly to the Sales Quote. This enables users to attach electronic documents such as product literature, specification sheets and other documents to a Sales Quote. Once documents are attached, they are viewable from the main customer record as well.
Use the drop-down selection box to choose the format (report template) for the sales quote.
Using the Report Designer, your administrator can create custom formats either by starting from scratch, or by copying and modifying an existing Sales Quote format.
The Duplicate Quote option will create a new quote with the same line items and Terms & Conditions as the original. You will have the option to select the new prospect or customer for the new sales quote.
Click the 'Convert to Order' button to convert the Sale Quote to a Sales Order. When you click the Convert to Order the Quote is marked as Won and the date updated in the Expected Close Date to the current date.
From this screen you can Print, Export or E-mail the Sales Quote.
To create a new Sales Order your can select the "Sales Order" menu item in the left menu navigation pane and then Click "Add New". This will open a new pop-up window to enter your Sales Order. You can also create a Sales Order from within a specific customer's record (on the Sales Orders tab).
First Select the Sales Order Type. The options are: POS, Text and Project. The following summarizes the purpose of each type.
POS: POS Sales Orders are used to pull and invoice for inventory items.
Text: Text Sales Orders are used to quote and then invoice for services or non-tangible goods (such as consultancy). The only difference between the two documents is how the line items are laid out.
Project: Project Sales Orders are used to manage typical installation projects and can be viewed as a project management module. A Project Sales Order mostly defines a Work Flow Process. The Project Sales Order itself is basically a POS style Sales Order; however, later in the process when the invoices are generated, they are created as Text Invoices. The Project Sales Order process is discussed in more detail in the Miracle Service Administration Guide and User Manual.
Next select the Shipped To Customer ID. To do this click the drop-down arrow beside the Shipped To box. This will open a list to select the Shipped To customer. You can start typing in the name of the company and the list will filter automatically. Once you find the company you can click on it to select. This action will update the Shipped to and Bill to information. If you need to modify the Bill To information you can do this using the same process by clicking the 'drop-down arrow beside the Bill To field.
Continue entering the information in the remaining fields:
The Requester field lets you select to who's attention the Sales Order is being sent. This will appear on the Sales Order. (*Required field for Project Sales Orders)
The Sales Order Date can be selected.
The Payment Terms will be defaulted to the Shipped To customers default Payment Terms. Users can adjust this to the company's available standard Payment Terms.
Reference No. is a free from field to enter a Reference number such as an RFQ number or other reference information.
The Sales Person is defaulted to the sales person that is logged in.
The Sales Order Source allows users to identify the source of the Sales Order. This can be used later in reporting to help identify the different sources of quote opportunities and the relative strength of each source.
Shipped Via is an optional field to select how the materials will be shipped should this become a Sales Order.
The Expected Close Date is mandatory and is used in the sales forecasting reports. Please review the Sales Order Reports information in the Sales Order Report area.
Click Next to continue.
Attach a Sales Order to Contract / Equipment
One of the important features in Miracle Service is the ability to attach an invoice to a contract or equipment. When you attached an invoice to a contract and / or equipment the cost and revenue of this invoice will be included in the Profitability Analysis for that contract and or equipment. This will provide your company with a very effective understanding on the total profitability of the customer, contract or equipment.
If the Sales Order is directly related to a piece of equipment belonging to a customer, there is an option to attach this sale to an existing contract or piece of equipment. This will affect the calculation of the profitability of the contract and the equipment. If the sale is not attached to the contract or equipment, Miracle Service will not include the proceeds in the profitability calculation. The value (cost/revenue) of the entire order is attributed to the contracts and/or equipment. Select the 'Attach' button and choose the contract and/or the piece of equipment.
Before you add any line items, you must first select which contract and / or equipment the Sales Order and final invoice will be attached to.
Click 'Attach' tab and select either a piece of equipment a contract or both from the list of the eligible equipment or contracts.
For Text based Sales Orders: Select 'Add Items' and complete the required fields in free-form text. Click 'Save' and continue to add additional line items as needed.
For POS and Project based Sales Orders: These formats offer a selection of inventory items from which to choose.
Select 'Add Items' add new Line Items. A new window will open showing the list of inventory items to choose from.
Use the filter fields below the column header to filter the list to help locate the specific part you are looking for. You can also click on the column headers to sort the information by that header.
When you see the item you would like to add, use the first column Selection Boxes to select and add it to the Sales Order. You can indicate the quantity in each item's Quantity field. You will have the opportunity to change the other fields (description, pricing etc.) later once the items are added to the Sales Order. When you have finished selecting all the items click "Save" and the items will be added to your Sales Order.
To modify the information of a line item, click the Edit icon (paper & pencil icon). The following is a description of each field in a line item:
Description: 'Description' and 'Item Number' are attached to each other. The 'Inventory Data' screen fills 'Description' by default when the 'Item Number' is selected. You can modify the description as needed.
Quantity: Enter the quantity of the item. If the quantity ordered to the point that the quantity price should take effect, the price will automatically change in the 'Suggested Retail per Unit' field.
Unit: Units of measure default from the item selected.
Suggested Retail Price: This blue field displays information from the 'Inventory Data' screen. When the inventory item and quantity of items are entered into the 'Inventory Data' screen, the retail pricing, based on the customer's settings, are automatically calculated.
Average Price per Unit: This will initially default to the customer's specific pricing. This field shows the price your customer will pay for this item. Modify this field if you wish to charge them a different price. If you want to apply a discount, consider using the Discount function instead.
Amount: Quantity Ordered x Average Price per Unit = the Amount in this Field.
Click 'Save' to update the database with the information for the new line item.
Discounts are applied by line item not the entire Sales Order. Once the line item is saved, you can add a discount. Click the [+] in the line item below the Discount header to enter a discount. A Discount pop-up window will open. Click 'Add New Discount' to create a new discount. Enter the description and the discount as either a percentage or amount. Click 'Save' then the 'Close' button or the [-] button.
Hint: If you want to apply a discount to several line items but want the discount to show just as one Discount line on the Sales Order, make sure you use the exact same discount name for each line item. If you do this, the Sales Order will add the discounts together and show on one discount line.
Click the Print button to create a screen view of the Sales Order you would like to print.
From this screen you can Print, Export or E-mail the Sales Order.
Other charges are used to add non inventory items to the Sales Order.
Record notes about this Sales Order activity.
Selecting the Terms & Conditions provides a list of standard Terms and Conditions that can be linked to a Sales Order. Users can select from a standard list and will also have the option to modify the text from the standard version. The Sales Order will retain the changes and leave the original version intact.
To set-up the standard Terms & Conditions for your company, go to Miracle Service Administration > 4. Inventory > Terms & Conditions.
User Fields for this Sales Order can be used to keep track of additional information. These are set-up in CRM Administration.
This is part of the Document Manager feature within Miracle Service. After the Documents tab is selected a window appears where you can attach documents directly to the Sales Order. This enables users to attach electronic documents such as product literature, specification sheets and other documents to a Sales Order. Once documents are attached, they are viewable from the main customer record as well.
Use the drop-down selection box to choose the format (report template) for the Sales Order.
Using the Report Designer, your administrator can create custom formats either by starting from scratch, or by copying and modifying an existing Sales Order format.
The Duplicate Order option will create a new Sales Order with the same line items and Terms & Conditions as the original. You will have the option to select the new prospect or customer for the new Sales Order.
The Companies data window can be filtered and sorted easily to show only the information you are interested in viewing and reporting on. Once you have the information appearing as you would like, you can export the report into various formats using the buttons at the top of the page. Note: Excel is generally recommended format, as it can easily be further modified to meet your needs.
Customize the View: To customize the data window, click the "Field Chooser" button. This will display additional fields that can be dragged and dropped into the data window to view additional information. You may also wish to remove other fields that you don't want included. To add a field, click the field name you want to add. Hold the mouse button down while you move the field box into the location of your choice in the top header bar. You will notice an arrow pointing up and down when the field box is in the correct location to be added to the header. At this point release the mouse and the field will be added. To remove fields do the reverse: click and drag the field from the header bar to the "Field Chooser" list.
You can also drag fields from one location to another and resize the field to meet your needs.
Filter and Sort the Information: To sort, click on the Header field name. When you do this a small arrow will appear in the window to identify if the list is sorting in ascending or descending order.
To filter the Data Window, you can enter text in the fields directly below
the column headers next to the "filter" icon. Enter information in
multiple fields to refine you filter if desired. The more information entered
in these fields will increase the record filter and display fewer records. To
remove the filter delete the data in each of the filter fields, or press the
"clear" button.
The Contacts data window can be filtered and sorted easily to show only the information you are interested in viewing and reporting on. Once you have the information appearing as you would like, you can export the report into various formats using the buttons at the top of the page. Note: Excel is generally recommended format, as it can easily be further modified to meet your needs.
Customize the View: To customize the data window, click the "Field Chooser" button. This will display additional fields that can be dragged and dropped into the data window to view additional information. You may also wish to remove other fields that you don't want included. To add a field, click the field name you want to add. Hold the mouse button down while you move the field box into the location of your choice in the top header bar. You will notice an arrow pointing up and down when the field box is in the correct location to be added to the header. At this point release the mouse and the field will be added. To remove fields do the reverse: click and drag the field from the header bar to the "Field Chooser" list.
You can also drag fields from one location to another and resize the field to meet your needs.
Filter and Sort the Information: To sort, click on the Header field name. When you do this a small arrow will appear in the window to identify if the list is sorting in ascending or descending order.
To filter the Data Window, you can enter text in the fields directly below
the column headers next to the "filter" icon. Enter information in
multiple fields to refine you filter if desired. The more information entered
in these fields will increase the record filter and display fewer records. To
remove the filter delete the data in each of the filter fields, or press the
"clear" button.
The Sales Quotes data window can be filtered and sorted easily to show only the information you are interested in viewing and reporting on. You can further refine your report by selecting the date ranges for the Quote Dates and Closing Dates. Once you have the information appearing as you would like, you can export the report into various formats using the buttons at the top of the page. Note: Excel is generally recommended format, as it can easily be further modified to meet your needs.
Customize the View: To customize the data window, click the "Field Chooser" button. This will display additional fields that can be dragged and dropped into the data window to view additional information. You may also wish to remove other fields that you don't want included. To add a field, click the field name you want to add. Hold the mouse button down while you move the field box into the location of your choice in the top header bar. You will notice an arrow pointing up and down when the field box is in the correct location to be added to the header. At this point release the mouse and the field will be added. To remove fields do the reverse: click and drag the field from the header bar to the "Field Chooser" list.
You can also drag fields from one location to another and resize the field to meet your needs.
Filter and Sort the Information: To sort, click on the Header field name. When you do this a small arrow will appear in the window to identify if the list is sorting in ascending or descending order.
To filter the Data Window, you can enter text in the fields directly below
the column headers next to the "filter" icon. Enter information in
multiple fields to refine you filter if desired. The more information entered
in these fields will increase the record filter and display fewer records. To
remove the filter delete the data in each of the filter fields, or press the
"clear" button.
Report by Sales Person Overview
The Quotes by Sales person report window provides an summary of the sales pipeline by sales rep. This report will provide details on the dollar value of the quotes and the months the quotes are expect to close. Using this report, the user can gain quick access to revenue expectations in the future months.
The report can be filtered and sorted to view on the results required. This information can then be exported to Excel or other formats as the user desires.
Users can modify their personal profiles and passwords in this section. Individual access rights are defined in the Administration Program.
Administrators are able to configure the database and system file locations using the system settings. The Administrator can also define the Log File and license file directories. This is useful when the database files are not located in the default database location.
Administrators are able to configure the SMTP e-mail server to support e-mail features in the application. The administrator will define the SMTP e-mail server used by its company.
Your company logo will appear in the upper-left area of the screen. This file is: YourLogo.jpg which is saved in the Images directory (size: 300x50). Replace this file with the image of your choice using the same size and file name.
Note: The default path is C:\Inetpub\wwwroot\MiracleService\CRM\Images\YourLogo.jpg,
however it will vary depending on your company's setup of the program.
To set-up the CRM Users for your company, go to Miracle Service Administration > 13. Administration> Security.
Administrators can view the Audit log to see recent activity on the system. This is useful in tracking down issues or concerns and to determine what users did what at any specific time.
Miracle Service CRM gives you the ability to set-up User Defined Fields to suit your company's individual needs. These fields are found under the Company's User Screen tab. There are 2 types of User Defined Fields: 1) Custom Fields and 2) Data Fields.
There are 10 Custom Fields that can be renamed to meet your requirements. These fields are located in the Custom Fields area found under the Company's User Screen tab. These are "searchable" fields that also appear under the Customization Window along with the standard fields (like company, address etc.) You can search, sort and report your data based on these fields. To rename these fields, click on the link "Create/Edit Custom Fields Here". Type the name of your first Custom Field in the box next to "Field 1", then repeat for the other 9 Fields.
Suggestion: When you first start to use Miracle Service CRM we would suggest that you define no more than half of these fields to start. As you become more familiar with the program and add complexity to your contact management, this will give you more flexibility to add required fields at that point.
There is an almost unlimited number of Data Fields that you can set-up to record data for each Company. These are similar to Custom Fields in that they can be named to meet your requirements, however they are for storing and viewing information only, are not "searchable" and do not appear in the Customization Window. These fields can be set-up to be viewed under the Company's User Screen tab, and can be further grouped by creating your own user defined User Screens.
Step 1:
1. Select "Add New" to set-up a new Data Field.
2. In the input box under "Field prompt" enter the name of the Data
Field.
3. Using the drop down menu in the input box under "Input Type" select
the type of field for your Data Field.
4. Select "Update"
5. Select the "Preview" button to view your Data Fields to ensure
they appear as you want.
Repeat these steps to set-up more Data Fields.
Hint: if your Data Field is a date field, you may want to put the date format that you want directly in the name of the Data Field to ensure that all users use the same format. Example: "First Contact (mm/dd/yy)" as the name of the field.
Step 2:
1. Select "Add New" to set-up a new User Screen Name. Select
Update.
2. Select the "Assign Fields" button to assign fields to each User
Screen.
3. Select the "Preview" button to view your User Screens to ensure
they appear as you want.
Repeat these steps to set-up more User Screens.
Select Finish.
Administrators can define the Quote stages using the Quote Configuration window.
Administrators can Add / Edit or Delete Quote stages. They cannot change the Won or Lost stage. Click "Add New" to add a new Quote Stage. The Percent Complete is used in the Quotes by Sales Person reports to calculate the weighted total of the quote based on the its current stage.
Administrators can create a standard list of reason for losing a quote. This is useful in Won/Lost analysis reporting to identify common reasons for losing business so it can be corrected.
Administrators can create a standard list of Lost To companies. This is useful in Won/Lost analysis reporting to identify common companies you are losing business to so it can be corrected.
Templates are used in the Contacts section of the CRM to provide users with
standard templates for correspondence with customers and prospects. Default
templates include a Standard Letter, Fax Coversheet and Envelope. You can customize
your own templates for your company's use.
Select the "Add New" button. Name your template in the data input box next to the formatting tool bar. (Do not enter the name in the filter boxes with the filter icons).
There are 3 tabs across the bottom: Design, HTML and Preview. Enter your template in the design tab, and use the formatting tool bar to modify. You can use the HTML tab to enter HTML code. Use the Preview tab to review your template. Select "Update" when you are finished to save the template. This will now be visible to all users in the CRM.
Note: That using the "Enter" key will move your cursor down 2 lines. To move down only one line use the "Shift" and "Enter" keys at the same time.
To insert data from the Miracle Service database into your template use the following field codes:
Customer Field Codes:
@COMPANY
@ADDRESS1
@ADDRESS2
@CITY
@STATE
@ZIP
@EMAIL
@PHONE
@FAX
@CUSTOMERID
@ATTENTION
@SALESPERSON
@REGION
@VERTICALMARKET
@FIELD1
@FIELD2
…etc. to
@FIELD9
@FIELD10
Contact Field Codes:
@FIRSTNAME
@LASTNAME
@CONPHONE
@PHONE
@CONTACTEMAIL
@CONTACTFAX
@TITLE
Other:
[Today's Date]
Select the default report for each category for your company.
To change the password for the login to this CRM Admin application.