The purpose of this document is to provide you with an overview of how the LeadMaster system is architected and what is required to create customized WorkGroups.
Every LeadMaster Reseller receives a pre-configured Logon/WorkGroup and basic administrator training. If you are going to be successful as a LeadMaster Reseller it is important that you understand how the system is designed and how to best configure it for each individual customer.
The WorkGroup Architecture
Access to records is divided first by database, then by workgroup and finally by user hierarchy. In the LeadMaster environment the term WorkGroup refers to a distinct independent database partition.
LeadMaster is designed for multiple levels of authorization/access to records (leads). This insures that only those users who are authorized will have access to records. For example, one sales rep will not be able to see the other sales reps’ records. There are many different ways to configure LeadMaster. Here are some of the most common structures within a LeadMaster WorkGroup:
1. The one-tier WorkGroup would be typical of a small organization. A company with sales managers who work with their sales reps directly would exemplify this kind of configuration. The individual sales reps can only see their own records, whereas the Sales Manager can see the records for all the reps.
2. Multiple-tiered WorkGroups mirror organizations that partner with and sell through a franchise, dealer, reseller or channel. In this model, individual reps are overseen by managers, who may be overseen by other channel, or partner, managers. Each Partner A, B & C only see the records for their reps. Whereas the Channel Manager can see the records for all partners.
2. Multiple-tiered WorkGroups mirror organizations that partner with and sell through a franchise, dealer, reseller or channel. In this model, individual reps are overseen by managers, who may be overseen by other channel, or partner, managers. Each Partner A, B & C only see the records for their reps. Whereas the Channel Manager can see the records for all partners.
3. Expanding on the previous example, in larger companies there may be sales managers who preside over the aforementioned channel managers. The channel manager works with a network of third party organizations that in turn sell to the end user client. The Channel Managers can only see their own partners. Whereas the sales manager can see all records in this example.
4. Another example of a multiple tiered WorkGroup would be a larger organization that has sales divisions and/or regions. Typically the Marketing Department and Inside Sales / Call Center have visibility into all of the records as is shown here in this example. One or more executives would have access to the entire organization or group. Sales Managers, Channel Managers, Partners and Reps only have visibility to their own records and if applicable the layers below them.
There are many different ways WorkGroups can be configured to mirror the organization of the company that is using LeadMaster. Even though all levels in the company may not be using LeadMaster initially, it is important that the WorkGroup structure accurately reflect the organizational structure from the beginning. Changing organizational structure later can be challenging.
In addition to structures within the WorkGroup you’ll also have companies with multiple WorkGroups.
Here’s an example of an ad agency with three different customers. The advertising agency has a database with 3 WorkGroups. The ad agency can see the records of all 3 customers. You’ll notice the organizational structure is exactly the same as those in examples 1, 2 & 4 listed above
Customer #1 can’t see Customer #2 or Customer #3 and likewise, Customer #2 can’t see Customer #1 or Customer #3. The same goes for Customer #3. For Customer #1 the President or Manager can see all the records, but Sales Rep #1 can’t see the records for Sales Rep #2 or #3. The same is true for Sales Rep #2 & #3.
For Customer #2 the Channel Manager can see all records but the Partners can only see their records.
For Customer #3 the Executive, Marketing Department and Call Center can see all the records for Customer #3 but the Sales Managers and Channel manager only have visibility to the records below them.
The example of the ad agency could just as easily have been a company with multiple divisions or regions or sales organizations. Just as there are many different ways WorkGroups can be configured, there are many combinations of
WorkGroups that are possible for a single company.
Seven Steps to Configuring a LeadMaster Solution
There are 7 sequential steps necessary in designing a LeadMaster solution. It is important that the following is done in order.
1) Create the label set for the WorkGroup.
2) Determine the necessary hierarchy.
3) Create security templates.
4) Complete the organization table for each level of user.
5) Create the logon IDs.
6) Customize LeadMaster.
7) Import the data.
Each of the steps is explained more fully below and can be accessed under the Administration page.
1. Create a Label Set.
Each WorkGroup should be assigned a unique label set. The label set allows for the customization of a WorkGroup as it relates to a client’s particular industry as well as organizational naming conventions. The label set allows some fields (lead DB & custom fields) to be renamed or hidden. If the label set is not unique to the organization, each time an organization customizes labels, it will change for all systems using that label set. A new label set can be created as follows:
a) Access Customize Labels under Administration.
b) Click on Save As…
c) Label the Label Set with a clear identifier of which organization it will be assigned to.
d) Then, when creating a new workgroup, assign this workgroup the appropriate Label Set.
2. Determine your client’s organizational hierarchy so that you can match the hierarchy to the WorkGroup.
Companies come in all sizes and shapes. Understanding your clients organizational structure will ensure that you set up their WorkGroup correctly from the beginning. This is very important because it is difficult to make changes to the WorkGroup table structures after the system has been deployed and being used by the client. By default, the security hierarchy is as follows:
a) Administrator: Views all workgroups and records/leads within database.
b) Group/Organization: Views records or leads that are assigned within their particular group or organization; usually the manager.
c) Global User: Sees all leads within a workgroup; usually an inside sales rep.
d) Account Manager: An individual outside sales rep; can view only his own leads.
e) Business Partner: A partner organization that can see leads assigned to particular organization.
f) Partner Rep: An individual sales rep of a partner company
3. Create Security Templates.
Security templates are set up in groups, typically by the user type, and are based upon responsibilities within the company. LeadMaster has created standard security templates to help save time while you configure them for each group of users. There are two ways to add new levels:
a) To add a new Security level, access Security Levels under Administration, and click New Level.
b) Existing standard security templates can be selected, modified and then “saved as” a brand new set.
Security templates are set up in groups, typically by the user type, and are based upon responsibilities within the company. LeadMaster has created standard security templates to help save time while you configure them for each group of users. There are two ways to add new levels:
a) To add a new Security level, access Security Levels under Administration, and click New Level.
b) Existing standard security templates can be selected, modified and then “saved as” a brand new set.
When adding a new logon, the system will check appropriate boxes according to the selected security level. The Administrator can then manually alter checkbox security levels for the individual user being added as necessary.
4. Populate Organizational Tables for each level of user.(Group/Organization, Account Manager, Partner, Partner Rep)To set up individuals in the organizational tables you will need basic information including first name, last name, email and the partner or organization they report to. If you are setting up a one tier hierarchy, populate the organizational table first and then enter the direct reps in the Account Manager table. If you are setting up a multiple tiered hierarchy, you can populate the partner and partner rep tables with third party reseller companies and their associated sales reps. For most companies you will find that inside sales or call center reps will be set up as Global users and will not be seated in any specific group.
5. Create individual Logins.
In order to gain access to the system each user will need a user name and password. Setting up an individual logon can be as simple as entering the individual’s first name, last name, login user name, login password and selecting the appropriate security template.
In order to gain access to the system each user will need a user name and password. Setting up an individual logon can be as simple as entering the individual’s first name, last name, login user name, login password and selecting the appropriate security template.
6. Modify the look & behavior of LeadMaster by customizing the following:
· Campaigns
· Message Board
· Event/List Manager
· Email Notification Content
· Reference Tables
· Custom Forms
· Landing Page Integration
· Downloadable Fields
· Page Layout (sales update, edit record, import records etc.)
· Call Stats
· Labels
· Required Fields
· Round Robin Queues for both Reps and Partner Reps
· Email Templates
· Lead Nurturing Tracks
· Dashboard Settings & Reports
· Home Page Searches & Shortcuts
· Web Links
· Workflow Automation
· Quote Templates
There are other features that are customizable but this list is a good start to help users get the most out of their LeadMaster experience. Again, it is important that as much of this is done before the users start using the system so that when training takes place all the features they’ll be using are in place.
Customizing clients’ label set and reference table dropdowns can be done quickly and easily via the Customize Pages section under Administration. To change an individual label simply click on the label name, type in the new name and then select the submit button. To hide a label, highlight the existing label, press the space bar on your keyboard and select the submit button.
Reference tables can be populated via the Customized Pages screens by selecting the magnifying glass located to the right of the corresponding label.
The individual screens within LeadMaster are organized in sections allowing for many of the CRM features to be easily located. These sections can be moved up or down by selecting the arrow on the left hand side of each page and turned on/off. If a user doesn’t need a feature it is recommended that you turn that feature off. It will make learning the system easier.
7. Import records.
There are a variety of options for getting data into LeadMaster; enter by hand, import vCard, import txt file and import csv file. If the data is in Excel it is easy to ‘save as’ a .csv file and then import all the records at the same time with the Add New Records menu. Additional records can be added at any time. Necessary records can be merged, appended, etc.
There are a variety of options for getting data into LeadMaster; enter by hand, import vCard, import txt file and import csv file. If the data is in Excel it is easy to ‘save as’ a .csv file and then import all the records at the same time with the Add New Records menu. Additional records can be added at any time. Necessary records can be merged, appended, etc.
If you have any questions or need assistance, please visit the support library or contact your LeadMaster representative.
www.leadmaster.com.au
