MRM 5.0 System Guide

Transcription

MRM System Guide
V4.0
Last Updated: Jan 5, 2015
Table of Contents
Introduction ......................................................................................................................... 6
Application Pre-Requisites ................................................................................................. 6
CRM-MRM Server(s) ..................................................................................................... 6
WEB-MRM Server(s) ..................................................................................................... 9
ERP Configuration Requirements................................................................................. 10
OE Integration ERP Configuration Requirements .................................................... 11
AR Integration ERP Configuration Requirements ................................................... 12
Administration .................................................................................................................. 13
MRM Administration........................................................................................................ 15
System Configuration ................................................................................................... 19
General Config .......................................................................................................... 20
Template Config ....................................................................................................... 32
PAP Payments Config............................................................................................... 34
Web Config ................................................................................................................... 35
Internet Communicator ................................................................................................. 36
Email Bounce ............................................................................................................ 36
Send Mass Mails ....................................................................................................... 38
Bouncebacks ............................................................................................................. 39
StatUpdate ................................................................................................................. 39
SessHistory ............................................................................................................... 39
SessPersonHistory..................................................................................................... 39
SessCompanyHistory ................................................................................................ 39
PageSessMerge ......................................................................................................... 40
Pre-load Web Monitor .............................................................................................. 40
Ignore IP List ............................................................................................................ 40
Member Tier ................................................................................................................. 42
Subscription Objects ..................................................................................................... 50
Opt-In ............................................................................................................................ 51
Directory Category........................................................................................................ 52
Email Bounce ................................................................................................................ 53
Renewals ....................................................................................................................... 54
Manage Account Relationships .................................................................................... 54
Other Fees ..................................................................................................................... 55
Manage General Surveys .............................................................................................. 58
Manage Promotion Codes ............................................................................................. 59
Managing Promo Codes in CRM.............................................................................. 59
Limiting Promo Codes to Specific Events/Items ...................................................... 63
Using Promo Codes in CRM/MRM ......................................................................... 64
Using Promo Codes on the Web ............................................................................... 65
Adjust Invoice Dates ..................................................................................................... 67
Web User Profiles ......................................................................................................... 67
Manual Process Execution ............................................................................................ 67
CRM/WEB Sync ....................................................................................................... 67
Manually Recognize Revenue Deferrals in ERP ...................................................... 67
Manually Run General Processes ............................................................................. 67
Manually Process PAP CC Payments ....................................................................... 67
Batch Terminate Members ........................................................................................ 68
Internet Communicator ..................................................................................................... 69
Bulk Email .................................................................................................................... 69
Bulk Email Send – CRM .......................................................................................... 70
Bulk Email Statistics ................................................................................................. 75
Cancelling a Scheduled Email .................................................................................. 76
Mail Statistics............................................................................................................ 76
Bulk Email Send – MRM Portal ................................................................................... 78
Restricting CRM Groups .......................................................................................... 78
1. Define Restrict Bulk Email To Options ................................................................ 79
2. Configure the CRM Groups .................................................................................. 80
3. Enabling CRM Persons for Bulk Email ................................................................ 81
Sending an Email ...................................................................................................... 82
Viewing your Queue ................................................................................................. 86
Event Surveys – Survey Event Registrants ............................................................... 87
3. Manage / Send Surveys (Create a Survey) ............................................................... 88
4. Create Questions ....................................................................................................... 88
Question Modification .............................................................................................. 90
5. Manage Questionnaires ............................................................................................. 92
Manage Questionnaires: Questionnaire Creation ..................................................... 93
Manage Questionnaires: Questionnaire Modification .............................................. 94
Add a Question to questionnaire ............................................................................... 96
6. Send a Survey ........................................................................................................... 97
7. Survey Statistics ........................................................................................................ 99
Event Management ......................................................................................................... 101
Managing Events .................................................................................................... 101
Creating / Editing an Event ..................................................................................... 103
Creating a Sub-Event .............................................................................................. 110
Creating / Editing Event Items (Items For Sale) ..................................................... 111
Member Tier Pricing ............................................................................................... 119
Creating / Editing Event Item Options.................................................................... 121
Creating / Editing Event Sessions ........................................................................... 123
Event PIN Codes ..................................................................................................... 126
Event Statistics ........................................................................................................ 129
Event Groups .............................................................................................................. 131
Add / Edit an Event Group...................................................................................... 131
Event Group Items .................................................................................................. 134
Event Group Item Links.......................................................................................... 136
Event Planner .............................................................................................................. 138
Planning Mode ........................................................................................................ 138
Attendance Mode .................................................................................................... 143
Event Registration – CRM .............................................................................................. 146
Registering for an Event ............................................................................................. 146
Event Item Session .................................................................................................. 147
Event Options.......................................................................................................... 148
Event Group Registration ........................................................................................... 150
Registration Check Out ............................................................................................... 153
Viewing Event Registrations .................................................................................. 156
Cancelling a Registration ........................................................................................ 158
Event Registration – Web ............................................................................................... 159
Browse / View Events ................................................................................................. 159
Event Details ............................................................................................................... 161
Event Groups .............................................................................................................. 166
Fixed Price Item ...................................................................................................... 167
Variable Price Item ................................................................................................. 168
CheckOut Step #1: Review Cart ................................................................................. 171
Checkout Step #2 – Billing Information Review ........................................................ 173
Checkout Step #3 – Payment ...................................................................................... 174
Cart Information Section......................................................................................... 174
Payment Section...................................................................................................... 175
Checkout Step #4: Order Completion ........................................................................ 178
Member To Member ....................................................................................................... 180
Non-Member Directory (Buyer’s Guide) ................................................................... 181
Review/Approval of Submitted Listings ................................................................ 181
Submitting a Request via Web Portal Self-Service ................................................ 185
Searching the Non-Member Directory on the Web ................................................ 189
Job Board .................................................................................................................... 191
Enabling/Disabling the Job Board .......................................................................... 191
Managing Jobs in CRM .......................................................................................... 192
Viewing, Adding and Editing Jobs on the MRM Portal ........................................ 195
News Board ................................................................................................................. 198
Events Board ............................................................................................................... 198
Offer Board ................................................................................................................. 198
Using Web Tracking Information ................................................................................... 199
Web dashboard............................................................................................................ 199
Person and Company tracking details ......................................................................... 202
Person Tracking Details .............................................................................................. 202
Company Tracking Details ......................................................................................... 206
Season Ticket Subscription ............................................................................................. 208
New Season Ticket ................................................................................................. 208
Modify season ticket subscription. ......................................................................... 209
Person Event Registration Listings ................................................................................. 210
Membership .................................................................................................................... 211
Configuration & Administration ................................................................................. 211
Membership Tiers (Rate Card) ................................................................................... 211
Membership Survey ................................................................................................ 224
General Surveys .............................................................................................................. 227
Account Management ..................................................................................................... 235
Creating a New Member ............................................................................................. 235
Renewing A Member .................................................................................................. 235
View a Members’ Membership History ..................................................................... 236
Adjusting an Account ................................................................................................. 238
Adjusting a Member Renewal Date ............................................................................ 240
Terminate (End) a Membership .................................................................................. 241
Modify a Company’s Web Directory Information ..................................................... 243
1. Online Directory Settings ................................................................................... 244
2. Company Directory Category List ...................................................................... 246
3. Address Permissions ........................................................................................... 248
4. Email Permissions............................................................................................... 249
5. Company Phone Numbers to Display ................................................................. 250
Modify a Person’s web Directory Details ................................................................... 251
Non Association Member Person ........................................................................... 251
Company Member Person....................................................................................... 252
1. Person Directory Listing Detail .......................................................................... 253
2. Address Permissions ........................................................................................... 255
3. Person Email Permissions ................................................................................... 256
4. Person Phone Permissions .................................................................................. 257
MRM Administration Guide v4.0
Introduction
Welcome to the CRM Member Relationship Manager (MRM) System
Administration Guide. This manual is designed to assist you with the
configuration of the MRM application after initial installation, and on an ongoing
basis as the system is used and your requirements change.
As part of your MRM implementation you will have decided on which invoicing
method/technology you wish to use. You will have chosen from:
 Sage ERP 300 AR
 Sage ERP 300 OE
 CRM Non-Integrated
Based on your choice you will have been provided with one of the: CRM Order
Entry, CRM AR Invoicing, or CRM Order Manager modules. These modules
have their own pre-requisites and setup requirements. Refer to their individual
guides for more details.
If you have questions regarding the MRM system or its configuration please
contact your MRM Reseller, or email [email protected] for assistance.
Application Pre-Requisites
Prior to installing the MRM solution the following pre-requisites must be in place:
CRM-MRM Server(s)
1. A Windows 2008 or 2012 server, 32 bit or 64 bit (recommended), with
sufficient computing power and memory to run your typical CRM
operations, plus your ERP operations (if integrated to ERP)
2. Microsoft IIS installed and configured.
3. Microsoft SMTP Service installed and running, along with the ODBC
Logging feature. This is required for sending of email from MRM, and
logging email sending.
4. Microsoft SQL Server 2008, or 2012 Standard or Enterprise Edition
5. It is recommended that you implement CRM on one server, and SQL
server on a separate server. This is not required, however. If you
implement both on the same server ensure the server has sufficient
capabilities to perform the SQL role in addition to other roles.
6. SageCRM 7.1SP2 or greater
7. The CRM IIS Web site must be configured under Directory Security to run
as a windows or domain user that has sufficient rights to access
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(read/write) the registry, the program files, and if integrating to ERP, to run
ERP. To confirm this, log into the server as the user specified in IIS
configuration settings, and run Sage ERP. If you can open the new order
screen in ERP, permissions are likely appropriate.
8. If you are integrating to Sage 300 (Accpac) ERP, ERP version 6.0 or 6.1
must be installed locally on the CRM server, with, at minimum the SM, GL
and AR modules.
9. ERP must be integrated to CRM, and integration must be functioning
correctly. Integration should be functional based on both the .NET method,
AND the COM+ method. For more details on both, consult the Sage CRM
ERP Integration Guide.
10. If you plan on integrating to the ERP OE module, then you must have
installed and configured ERP’s IC, and OE modules in addition to SM, GL
and AR.
11. ERP must be fully configured, implemented and functional and all
CRM<>ERP integration must be operational
12. CRM must be configured to use the “CDONTS/CDOSYS” method in the
“Send mail using” setting on the Email Configuration screen, and the
SMTP servername should be “LOCALHOST” or the equivalent name of
the local server. If you wish a different computer to actually deliver your
email, such as an exchange server, then configure the IIS “SmartHost”
feature such that the IIS SMTP will hand the email to the mail server for
ultimate delivery. This will likely require your mail server to have “relay”
enabled for emails originating on the CRM server. Contact your email
server administrator for assistance configuring this setting.
13. Microsoft .NET 4.0 Framework, installed
14. Microsoft SQL Server Management Studio, installed, including the SQL
Profiler
15. If you wish to generate PDF documents from the MRM system, such as
invoices and renewal notices, WebsuperGoo ABCPDF 8.1.1.2 installed.
On 64 bit servers you must install the 64 bit version. On 32 bit servers you
must install the 32 bit version. This application is licensed separately from
its publisher at www.websupergoo.com
16. If you wish to perform bulk email bounceback tracking, BoogieTools
BounceStudio Enterprise. This application is licensed separately from its
publisher at www.boogietools.com
17. Dates should be configured to the same format (mm/dd/yyyy or
dd/mm/yyyy) throughout the CRM installation to avoid date entry
conflicts. You can use either format, as long as it is consistently used.
Confirm the SQL user uses this date format, and the windows user you
are logged into the server as also uses this format (regional settings, use
“US English” as your language). You can return your original date settings
once the install is complete.
18. J# 2.0 is required, and is included in the installer. It will be installed
automatically if not present.
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19. We strongly recommend backing up your CRM and ERP databases, as
well as your CustomPages folder prior to running the MRM installation or
any MRM service pack. DO NOT SKIP THIS STEP. We will be unable to
help you recover your system if a backup is not taken, and a restore is
required.
20. If you plan to use the self-service portal and/or internet communicator
functions, the CRM website must be accessible from outside your
corporate network (publically), on port 80.
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WEB-MRM Server(s)
Your MRM web customer self-service portal is typically run at a web hosting
location, normally provided as a service to you on a monthly basis. The portal
therefore does not normally run within your corporate environment. However,
you can run it internally, and it can be run either on a separate server
environment from CRM, or on the same server environment as CRM. Take
caution related to network security if you choose to run the portal on the same
server environment as CRM, as this will result in significant volume of internet
traffic connecting to, and having access (port 80/443 only) to your CRM server.
Regardless as to which deployment option you choose (web hosted, internal
separate server, internal same server) the pre-requisites are the same.
1. Windows 2008 or 2012 server, 32 or 64 bit with sufficient processor and
memory available to service your expected quantity of visitors
2. Microsoft IIS 7.0+ installed and configured
3. Microsoft .NET 4.0 with ASP.net support
4. Microsoft SQL Server 2008 or 2012 available / accessible to the web
server (either installed on the server, or available via the network)
5. FTP access to the “web directory” into which the MRM portal will be
installed
6. During installation of the MRM portal your MRM consultant will either need
to be able to configure IIS, or will need to work with your web host to
configure a “virtual application” in IIS to run/host the portal. This access
requirement is temporary only during initial configuration.
7. The IIS website running the portal must have security for read/write
access
8. The website, once configured must be accessible via port 80 and, if you
intend to use SSL encryption, on port 443.
9. If you intend to use SSL encryption to secure login and credit card
checkout, you must obtain a SSL certificate related to your URL (for
example, portal.myorganization.org) from the SSL certificate authority of
your choice. This certificate must be installed into IIS and enabled on the
web site that runs the MRM portal.
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ERP Configuration Requirements
It is important that the Sage ERP 300 (Accpac) installation meet the following
configuration requirements:
 If using OE integration:
o Tax Configuration must be defined on all IC items, or IC Item
Groups, such that each item has defined tax information for it.
o Items being sold through CRMOE must be configured in one or
more IC Inventory Locations. These locations must be
PHYSICAL locations, and cannot be LOGICAL locations. Once
configured for an IC Location, the item(s) must exist in the
location, which in general means that if they are stocking items,
they must have been received into the location at least once.
o Each AR Customer should be configured to have a defined IC
Pricelist, and Tax Group.
o Each IC Item you wish to sell in CRMOE has been placed on
one or more pricelists. Note: CRMOE requires an item to be
present on the pricelist – items that are not on pricelists cannot
be sold or quoted within CRMOE.
 If using AR Integration:
o MRM makes use of AR “Distribution Codes” and summary
invoices for all functions except the optional webstore module.
Anything you plan to sell outside the webstore module
(membership, events, subscriptions, donations/fundraising, etc)
require ERP distribution codes to be setup and configured for
them.
• The ERP system database must have security enabled, such that ERP
users are required to supply a username and password when opening
ERP
• Confirm that you can log into the CRM server as the Windows user
configured to run the CRM IIS Web Site (see the section above, marked
*). Once logged into the server, confirm you can open and use ERP,
including opening the AR invoice and/or OE Orders screens in System
Manager.
• Each CRM user must have a valid ERP username and password placed
on their individual CRM user file. The ERP username and password
should be entered on the users profile in CAPITAL LETTERS, regardless
of how the password is entered in ERP itself.
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OE Integration ERP Configuration Requirements
If you intend to integrate into the Sage 300 ERP Order Entry Module for
invoicing, there are numerous configuration requirements that must be satisfied
in Sage 300 ERP in order for CRMOE to function properly.
System Manager
• Each CRM OE user will need an ACCPAC User ID and a password to
logon to Sage Accpac ERP when posting orders and payments. This
username and password must be placed on the user’s CRM user account,
and must be typed in CAPITAL LETTERS. Any user id’s in ACCPAC
associated with CRM OE users must have sufficient rights to A/R Receipts
Inquiry, Entry and Posting and O/E Order / Shipment / Invoice Entry
processing.
Accounts Receivable
• Receipt Types must be set up in A/R (eg. CASH, CHECK, CHEQ, VISA,
MCARD, AMEX, etc.) prior to installing CRM OE and performing the initial
AAS Synch. You should add a receipt type “ONACCT” which is used by
CRMOE to handle orders that will be invoiced and paid later. You can
label this code with whatever label you wish, we suggest “On Account”.
See “Step 4 – Workflow Integration” for specific names to use for credit
cards.
• All A/R customers should have default price lists and tax groups
populated.
• Each CRM user needs to have an ERP salesperson code assigned to
their CRM user profile in the CRM user editor. This may be a shared AR
salesperson code, or a code unique to each user. Each code you assign
in CRM must be setup and be functional/enabled in ERP.
Inventory Control
• Ensure that all items on each price list to be used by CRM OE.
• Ensure that all IC Categories have all tax authorities and classes set. IC
Item tax authority and class settings will override Categories.
• Do not use optional fields that require validation
• Set “Cost Items During” to “Day End Processing” in IC Setup, Options,
Processing
Order Entry
• Ship-Via codes need to be created for use by CRM OE if they have not
been previously been created for use by AAS OE. CRM OE will display
the Ship-Via Descriptions on a drop-down list when entering a Quote.
• Do not use optional fields that require validation
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AR Integration ERP Configuration Requirements
If you intend to integrate into the Sage 300 ERP Accounts Receivable Module for
Invoicing, there are numerous configuration requirements that must be satisfied
in Sage 300 ERP in order for CRMOE to function properly.
Accounts Receivable
• Receipt Types must be set up in A/R (eg. CASH, CHECK, CHEQ, VISA,
MCARD, AMEX, etc.) prior to installing CRM AR Invoicing and performing
the initial synch. You should add a receipt type “ONACCT” which is used
by ARINV to handle orders that will be invoiced and paid later. You can
label this code with whatever label you wish, we suggest “On Account”.
See “Step 4 – Workflow Integration” for specific names to use for credit
cards.
• All A/R customers should have tax groups populated.
• Each CRM user needs to have an ERP salesperson code assigned to
their CRM user profile in the CRM user editor. This may be a shared AR
salesperson code, or a code unique to each user. Each code you assign
in CRM must be setup and be functional/enabled in ERP.
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Administration
Administration of MRM is broken into several components depending on which
modules you are using, and what ERP integration method you have chosen.
All of the administration options are found within the “CRMSys Admin” button
found in the CRM Administration menu. To access the CRMSys Admin options,
you must first be either a CRM Administrator or CRM Info Admin. See the CRM
System Administrator guide for details on configuring a CRM user account to
have admin menu access rights.
Locate the CRM Admin menu option,
then on the admin button bar, locate and click
the “CRMSys Admin” option. You will be taken
to the CRM Systems Admin menu.
The CRM Systems
admin menu
contains many
different options, not
all of which will
display on your
screen.
The options that are
displayed depend on
the various CRM
Systems modules
that you have
purchased and
installed.
For example, if you
choose to integrate
to ERP’s AR module,
you will see the
“ARINV” option, but
not the “CRMOE”
option on your menu.
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Select the option that is relevant to the aspect of the system you wish to
administer by clicking on the button on the left hand side of the menu.
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MRM Administration
Select the “CRM Member Manager” option from the CRMSys Admin menu to
access the administration options for the core CRM Member Manager solution.
You will then see a large number of configuration options, each responsible for
management or manual execution of different components of the system.
The options on this menu are:
Option
Config
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Use
Configure general CRM-MRM
application settings
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Notes
Contains all settings
related to things like
directory paths, template
(email and document)
names, login credentials,
integration settings, EFT
settings, enable/disable
features, timings and
settings for dates and
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times, bulk email and
merge settings, etc.
Web Config
Internet Comm
Member Tier
Tax Groups
Subscription Obj
Opt-In
Directory Category
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Configure general WEB-MRM
applications for the selfservice portal
Configure internet
communication settings
including email bounce
management, mass mail, web
statistics, drip and social
media settings
Configure membership levels,
fees, surveys, rates, renewal
notifications, receipts, email
notifications and all things
related to new and renewing
memberships
Configure auto tax
assignment for new
customers, that is, enable the
system to automatically
determine which taxes to
charge a new customer,
based on their address
information
Define things that a person
can subscribe to, such as a
magazine or mailing,
newsletter or other similar
publication. Typically this is
used when additional fees
apply to the subscription.
Manage items that people can
opt in or out of, such as
marketing emails, phone calls,
letter mail, etc. Can also be
used to control “opt in” to
various newsletters or other
communications – but cannot
cause additional fees to be
charged.
Configure he categories into
which a member can be
allocated/assigned within the
member directory. Like the
sections of the Yellow-Pages
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Email Bounce
Renewals
CRM/Web Sync
Manage Account
Relationships
Manage Promo
Codes
Invoice Dates
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phone book.
Manage the types of email
bounces and how to handle
them.
Use this option to manually
generate renewals for groups
of members, based on
renewal date, member tier
and other options.
Use this option to manually
force the CRM and WEB
portal systems to synchronize
data, documents and other
files.
This option also will allow you
to configure the sync settings
for each table in the CRM
system.
Option allows you to manage
the relationships between
parent and child accounts in
the MRM system. This is the
same as editing them
individually on each account,
but in a central location where
you can access them across
members easily.
Create, edit and delete
promotion codes. Promo
codes are discount codes
(electronic coupons) that
allow web portal users to
enter a code and receive a
discount on membership
and/or events. This option
allows you to define what the
discounts are, how often and
how many times they can be
used, etc.
This option allows you to
adjust the dates on invoices
(OE or AR) in batch. This
could be used to move/roll
invoices into a future fiscal
period especially if the one
they are in has been
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Only used if you are
using bulk email bounce
management
This is not an
administration screen,
but rather allows for
manual execution of the
renewal process in batch.
Normally sync runs
automatically but
sometimes you may need
or want to run it manually
because you cannot wait
for the schedule to fire, or
you are debugging some
kind of sync issue.
Promo Codes are NEW
in MRM 4.0
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Deferral
General
PAP CC Payments
Web User Profile
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closed/locked in ERP.
Use this option to generate
the AR or GL batch
(depending on your
configured method) that
recognizes deferred revenue
for a given date. This will
often run automatically,
normally on the 28th of the
month, but you can run it at
any time, manually here.
This option is a catch-all for a
number of different processes
that you can run manually if
need be. All of the processes
found here are normally run
automatically by the MRM
Maintenance service, but can
be run manually should the
need arise.
This option can be run at any
time to process the credit
cards for customers who are
on a pre-authorized payment
schedule and have a payment
scheduled within the date
range specified.
This is not an
deferral recognition
process
This is not an
manual execution of a
number of processes that
normally run
automatically but can be
run manually.
This is not an
process that charges
credit cards, in batch for
scheduled pre-authorized
payment schedules
This option is used to
configure web user profiles –
essentially security groups /
profiles for web users. These
profiles can be configured to
be automatically assigned to
web portal users (people)
based on criteria you define
and will control their access
rights when logged into the
portal.
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System Configuration
The system configuration option is responsible for many global system
configuration settings. This is where you configure a wide variety of settings that
are responsible for many aspects of how MRM functions, and what documents,
templates and settings are used when it performs various transactions.
The system configuration screen consists of 3 parts, General Config, Template
Config, PAP Payments Config
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General Config
The general config section is the largest, and consists of many related and
unrelated configuration settings:
This screen contains the following fields:
Field
ERP
Enterprise
Config DB
Required
Yes
Default
Accpac
Company
Yes
CRM Systems
Use
This is the Sage 300 ERP database ID that should be
matched to the database ID on the CRM user profile
when looking up configuration settings to use for a
CRM user.
When creating a new company in CRM, what should be
the default ERP database ID. Normally this is the same
as the Enterprise DB.
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DB
Non
Customer
Accpac
DB
Debug
Level
Yes
When generating a quote for a non-customer what ERP
database should be used. Normally this is the same as
the Enterprise DB.
Yes
This option allows for the debugging system to be
enabled. There are 4 levels of debugging – Minimal,
Intermediate, High and OFF. If “off” then when errors
occur the system will indicate there is an error but will
not generally provide detailed information about the
error. When this is “High” full details will be provided
and in many cases the system will HALT when an error
is experienced. Level Low and Intermediate will
provide varying levels of information but the system will
not HALT when an error occurs. This should be set to
“off” during regular system operation. If this is set to
“on” MRM users will see “strange, big huge errors”
when performing activities. This does NOT mean an
error actually happened, only that the debugging
messages are being displayed.
When generating a quote (event, membership, etc) for
a non-customer the system needs a reference
customer # in ERP in order to properly calculate totals.
This can be considered similar to a “cash customer”
account – that ERP AR customer account used when
you want to process a transaction on a one-time basis
only. Note; no actual transactions will ever be posted
against this customer, its used only during preliminary
calculations.
Similar to the non-customer quoting customer #, this is
the CRM company to associate non-customer
transaction with. This CRM company is used only until
such time as the non-customer has its own company
established – which always happens as part of the
“check out” or finalization process. As a result no real
transactions remain attached to this company. Often
this is a company created in CRM in the name of your
organization or with a dummy name like “NonCustomer Quoting Account”. It normally should be an
AR customer, and should correspond to the customer #
configured in the “Non-Customer Quoting Customer #”
field.
When the MRM web portal performs accounting
transactions, in particular the calculation of sales taxes,
it must log into ERP. This ERP username is used for
that login. You should always enter the accpac
NonCustomer
Quoting
Customer
#
Yes
Non
Customer
Def
Company
Yes
Web
Accpac
Username
Yes
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Web
Accpac
Password
Yes
Email Link
Path
Yes
Email
Image
Streamer
Path
Batch
Email
Source
Path
Text Email
Merge
Path
Default
ERP
Credit
Limit
Yes
Default
ERP
Customer
Group
Yes
Default
ERP Tax
Group
Yes
Yes
Yes
Yes
CRM Systems
username in CAPITAL LETTERS, regardless of how it
is set up in ERP. This must be a valid, active ERP
username.
When the MRM web portal performs accounting
transactions, in particular the calculation of sales taxes,
it must log into ERP. This ERP password is used for
that login. You should always enter the accpac
password in CAPITAL LETTERS, regardless of how it
is set up in ERP. This must be a valid, active ERP
password that corresponds to the Web Accpac
Username also configured.
This is the path to the Internet Communicator link
redirector URL. Normally this would always be your
portal URL followed by /mrm/bulkmail/link.aspx
This is the path to the Internet Communicator image
streamer. Normally this would always be your portal
URL followed by /mrm/bulkmail/imgstream.aspx
This is the path to the Internet Communicator’s bulk
email template storage folder on the MRM portal
website. Normally this would always be your portal URL
followed by /mrm/massmailtemplate/
This is the path to the Internet Communicator email
merge page. Normally this would always be your portal
URL followed by mrm/BulkMail/EmailMerge.aspx
When a new customer is established in ERP’s AR
Customers, a default credit limit is set. This setting is
the amount of that credit limit. You should ensure this
limit is high enough so that a typical purchase
(membership, event, etc) does not exceed the limit – if
it does, then the customer will be over limit and will not
be able to proceed with the purchase. In other words –
they need enough credit to buy what they would need
to buy.
Customers, a default customer group is set. This
setting is the group. Note that this setting can be
overridden by a particular member tier, so this setting
should be considered the “base” setting, and then each
tier can set a value appropriate to the member type at
the time the customer becomes a member. Often the
ERP customer groups will be configured to correspond
to the member tiers.
Customers, a default customer tax group is set. This
setting is the group. Please note that this should be
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Default
ERP
Terms
Code
Yes
Admin
User
Yes
survey url
link
Yes
Annual
Invoice
Lead
Days
Yes
Event
Cancel
User
AutoEmailing
Renewal
Receipt
Mode
Auto
Email
Priority
Order
Categorie
s Payable
On Web
Yes
considered the “base” setting, and that the tax group
can be auto-determined by the “Tax Groups” function.
See the section of this document related to
configuration of auto tax-group allocation.
Customers, a default term code is set. Note that MRM
does NOT SUPPORT ERP terms codes that have
payment schedules associated with them. In other
words the terms code must have only 1 payment
associated with it – not a payment installment plan. For
payment installments see the section of this document
pertaining to PAP (pre-authorized payments).
Identify a CRM user as the MRM administrator.
Generally this setting simply control which CRM user is
notified of errors and other issues that may occur and
that have automated notifications.
This is the path to the Internet Communicator “Survey”
page. It is generally your portal’s URL followed by
mrm/survey/survey.aspx
This is the # of days prior to the “renewal date” that
renewal should be generated. It applies only to
annualized memberships. This # of days is
incorporated into the “Next Bill Date” that the system
calculates at the time a membership is completed.
DISCONTINUED
Yes
DISCONTINUED
Yes
When receipts are emailed out of the MRM system,
what “Priority” should the emails have. Low, Medium or
High.
Each order in MRM has a category – New Membership,
Event Registration, Other, etc. This setting controls
which types of orders can be paid using the view/pay
invoices online function. Normally this would NOT
include Membership and Events type invoices because
those are paid via other processes that have more
complex data collection and payment processing rules
associated with them.
This is the path to the MRM Web portal’s web service.
It is generally your portal’s URL followed by
mrm/service.asmx
Yes
Web Site
Yes
Webservic
e URL
CRM Systems
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Email
SMTP
Yes
Merge
Document
CC Path
Yes
Delay
Yes
Millisecon
ds
bewteen
Each
Email
Delay
Yes
after
Number of
Emails
Delay
millisecon
ds after
amount of
Email
Yes
Enabled
Prorated
Annual
Signup
Year
Yes
Annual
Proration
End
Yes
CRM Systems
Enter the SMTP servername you use to send emails.
See the pre-requisites section of this document for
details on the required SMTP set up. Normally this
would be “LOCALHOST”.
When the MRM system generates renewal notices it
can place a “copy” of the notices in a specific folder.
These copies are often used to do batch printing of the
notices for delivery by postal mail. Enter the path you
wish to store them in. Normally, when CRM is installed
in the default path, this is: C:\Program Files
(x86)\Sage\CRM\CRM\Library\CCdir\
When Internet Communicator sends out bulk emails, it
can pause a certain time period between each email.
Configure the # of milliseconds to pause between each
email. A millesecond is 1/1000th of a second, so 1000 =
1 second.
can pause after sending out a certain number of
emails. This allows you to “batch” send emails and slow
down the flow to prevent backing up your email server.
Enter the # of emails per “batch”.
can pause periodically after a certain # of emails has
been sent (see “Delay after Number of
Emails”.Configure the length of the delay here. This
setting is the # of milleseconds to pause. A millesecond
is 1/1000th of a second, so 1000 = 1 second.
This is a general “fallback” setting. It is overridden by
the configuration for each member tier, unless that
member tier has no such setting. Memberships can
work on either an anniversary date basis, or on a fixedyear basis. If this option is turned OFF then you are
using anniversary date, if it is turned ON then you are
using a fixed year. Fixed year memberships end in a
particular month of the year, and are pro-rated to end
the last day of that month. Often this also means the
fees due for the 1st year of membership will be prorated based on the # of months remaining in the
membership year. So, if year-end is, for example Dec
31, and someone becomes a member in October, they
would not pay for a full year, but instead for 3 months,
and their membership would expire Dec 31st.
If using membership proration (fixed year end), in which
month does the membership year end?
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Month
Annual
Proration
Mode
Annual
Proration
Start
Month
Yes
Annual
Proration
$
Rounding
Yes
Annual
Proration
Extended
Year Start
Month
No
Enabled
Renewal
Cycle
Options
Payment
Schedule
Yes
When pro-rating a membership do you prorate to the
Month, Quarter (3 month period Jan/Apr/Jul/Oct) or
Semi-Annual (Jan/Jul).
You can configure which month proration should begin.
New memberships that are created prior to this month
will not be pro-rated (fees only, end date is always prorated), those that occur in or after this month will be.
For example if your membership year is Jan 1 – Dec
31, and you only start pro-rating membership in April,
then anyone who signs up in Jan,Feb or March will be
charged a full year, in April, 8/12ths, October 3/12ths,
etc. Selecting the 1st month in your membership year
has special meaning – because the 1st month would
never be prorated (or, more accurately it would be at
12/12ths or 100%), selecting this option tells MRM that
you want to pro-rate the membership year, but NOT the
fees. This means the customer would always pay 100%
of the fees, regardless of which month they sign up.
This allows you to control to what closest dollar amount
do you want the pro-rated membership fees to be
calculated. This would normally be $0.01, but in
countries like Australia, who do not have a “penny” in
their currency, you can round, for example to the
nearest $0.05. Or, if you don’t care for change, to the
nearest dollar.
Sometimes it is desireable for the 1st membership year
to extend beyond 12 months. For example if the year is
Jan 1 – Dec 31, and someone signs up November 15th,
instead of charging them for 2 months, then
immediately sending them a renewal, you can
configure the system to extend the initial membership
year through to the end of the next year. If you wish to
do so, select the month in which you wish to start the
extended year. For example, October. In this case
someone who signs up in September would be billed
for 4 months, and would end Dec 31st of the current
year. If they sign up in October they would be charged
for 15 months, and they would renew dec 31st the
following year.
Discontinued
Yes
Discontinued
Yes
CRM Systems
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Enabled
Enabled
Payment
Schedule
Options
ERP
Connect
WebServi
ce URL
Yes
Discontinued
Yes
ERP Connect is CRM System’s enhanced integration
of customer data between CRM and ERP. This is the
path to the ERP Connect service on the CRM server.
Note that the “SAMINC” portion of this URL should be
set to the database identifier of your ERP database.
This would normally correspond to the field on this
screen labeled “ERP Enterprise Config DB”
http://localhost/CRM/CustomPages/
21crm/erpconn/ASPNET/
SAMINC/ERPConnectService.asmx
In rare cases where dollars are pro-rated across
multiple months, (for example $20/12 = 1.66666,
rounded to 1.67 x 12 = $20.04) it is necessary to adjust
one month by the amount of the rounding error (0.04
above). However, this $0.04 would normally be taxable
by ERP, so, it would become $0.05, which would cause
an impossible situation where the 12 month total could
never equal $20. To resolve this, the $0.04 will be
marked as non-taxable. This is done using the ERP
tax-class configured in this field. Refer to your ERP
setup to determine which tax-class represents 0% tax.
This is the full-path to the MRM web portal’s login
screen. Typically this would be your portal’s URL plus:
mrm/userlogin.aspx
If in any case a salesperson cannot be determined at
the time a quote/order is created, which CRM user
should be considered the salesperson. This CRM user
must have an ERP salesperson code on their CRM
user profile.
There are two possible options: Accpac GL, and
Accpac AR Adjustment. This controls how the revenue
deferral system interacts with Accpac to recognize
revenue. The “GL” option will cause a GL batch/entry
to be created that moves revenue from unearned to
earned. The AR Adjustment method will cause an AR
invoice to be created, and the line-items on the invoice
will move revenue from unearned to earned. Use the
AR method in cases where you also make use of the
ERP systems’ Project and Job cost module. Otherwise,
use the GL method.
When the GL recognition method is used, this setting
ERP 0%
Yes
(Tax Free)
Tax Class
Portal
Yes
Login URL
Default
Order
Salespers
on
Yes
Revenue
Yes
Recognitio
n Model
GL
Yes
CRM Systems
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Adjustmen
t Detail
GL
Yes
Adjustmen
t Day-ofMonth
GL
Source
Ledger
Yes
GL
Source
Type
# of Days
after
Renewal
Date to
Suspend
Member
Default
Batch
Payment
Condition
Member
News
User
Member
Job
Posting
User
Member
Event
User
Member
Offer User
Yes
# of days
News
show on
No
No
No
Yes
Yes
Yes
Yes
CRM Systems
controls whether one journal entry is created with many
details, or, if each deferral is a separate journal entry
with 2 details (out/in). this is simply a matter of
preference- both do the same thing but the detail in
ERP is recorded and can be reported on differently.
Which day of the month should deferral recognition be
scheduled for. We recommend the 28th. This makes
reporting easier as all months have this date, and it is
late enough that it will catch most transactions. On the
28th of the month the automated recognition process
will run and a recognition batch (GL or AR) will be
created. Any memberships that are processed that
month after the 28th will be immediately recognized.
If using the GL method, this is the source ledger code
that will be entered onto the GL entry. This would
normally be OE or AR depending on which integration
method you use.
If using the GL method this is the source type code that
will be entered onto the GL entry. This is typically “IN”.
If you are running the auto-suspension of membership
process, configure here how many days “grace” a
member receives before their member status is
changed from “Active Member” to “Suspended”. If you
do not wish to use auto-suspension, set this field to 0 or
empty.
This setting is a SQL condition. It controls which
members appear, by default in the list of members to
which a batch-payment can be applied when using the
“Batch Payment” function in MRM.
Member To Member News function. This defines which
CRM user will be notified when a member news article
is submitted on the MRM portal.
Member To Member Job Board function. This defines
which CRM user will be notified when a member Job
Posting is submitted on the MRM portal.
Member To Member Events function. This defines
which CRM user will be notified when a member event
is submitted on the MRM portal.
Member To Member Offers function. This defines which
CRM user will be notified when a member offer is
submitted on the MRM portal.
Member to Member function. The # of days that a news
article should be displayed on the website.
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web
# of days
Jobs show
on web
# of Days
Events
Show on
Web
# of days
Offer
show on
web
Enable
Fund
Contributi
ons
Day to run
Auto Send
Monthly
Consolidat
ed Inv
Statement
No
Member to Member function. The # of days that a job
posting should be displayed on the website.
No
Member to Member function. The # of days that a event
should be displayed on the website.
No
Member to Member function. The # of days that a offer
should be displayed on the website.
No
Enable or disable the fundraising module in MRM.
Yes
If you are using/sending consolidated parent account
statements, configure on which day of the month they
should be sent. COnsolodated statements are used
when a parent account is responsible for remitting
payment for multiple child accounts - something that
often happens for conglomerates, or professional
associations where the employer pays for the individual
memberships.
How many days after a membership invoice is dated
that it is considered “due”.
Due
Yes
Date(# of
Day to
next
month of
the Bill
Date)
Enable
Yes
Simultane
ous Month
Renewals
Simultane
ous
Renewal
Past
Months
AutoRenewal
Trailing
Days
Yes
Yes
CRM Systems
If disabled then a monthly member can have only 1
months renewal outstanding at any time. Once that
month is past, and the next months renewals are
generated, that member will not be renewed and would
be considered “lapsed”. When enabled, the customer
can be “behind” numerous months simultaneously.
If Simultaneous month renewals is enabled, this
controls how many months the person can be behind
before considered lapsed and no further renewals will
be generated.
When the automated renewal process runs, it runs for
anyone who renews on the date that the process is run
– or for a certain number of days prior to the date the
process is run. This is useful for situations where the
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Default
Yes
ERP
Payment
Code
Integration Yes
Module
BPay
Task User
No
ERP Post No
Finalizatio
ns
Immediate
ly
Auto
Assign
Customer
#
Condition
Auto
Assign
Yes
No
CRM Systems
renewal process has not been run for several days
(due to some issue), and you wish to pick up anyone
who should have been renewed in the last # of days
specified. You do not want to make this # too large
because it dramatically increases the effort required by
the renewal system.
When a membership is created, what is the default
payment method to be placed on the order. Often this
is “VISA” or “Cheque”.
Which invoicing integration method are you using. This
was discussed in the pre-requisites section of this
document, you will have been supplied with one of:
CRM Order Entry, CRM AR Invoicing, or CRM Order
System.
If using the BPAY (Payment Code) function of MRM,
indicate which CRM user receives task notifications
from this function. These tasks normally contain error
details that are encountered when processing a BPAY
payments file.
If enabled then membership financial transactions will
be pushed to accpac immediately upon completion in
CRM. If disabled, they will be placed in the ERP
processing queue, and will be processed periodically.
While in theory it sounds good to push items
immediately this has significant scalability implications
– Sage 300 ERP will not tolerate large numbers of
simultaneous connections, and as a result, turning this
OFF dramatically increases reliability and scalability (#
of transactions) that can be processed. We recommend
leaving this off at all times unless you are
troubleshooting.
The MRM system will automatically assign the “next”
customer # to any new membership, events or
webstore customers that are processed. This is a SQL
condition that allows you to control when this occurs. If,
for example you only wanted to assign customer # to
some, but not all accounts, you could configure a
condition to do so. Similarly if you only want to assign
customer #s to those who don’t already have one, you
can configure that here. It is this condition that is the
default:
comp_type = 'Prospect' AND comp_idcust is null
If blank, the system will auto-gen a unique customer #.
If this is populated with a company table field name,
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Customer
# Field
SQL
Report
Server
SQL
Reports
Directory
No
Cute
Editor
Images
CRM Path
Yes
Cute
Editor
Images
Web Path
No
Yes
Auto
No
Determine
Tax Group
Post AR
Invoice
Batch
Functional
Currency
Yes
Survey
Wizard
URL
Yes
Sync
No
CRM Systems
then instead of auto-generating a number MRM will
look in this field and will retrieve whatever value is
there, and will use this as the customer #. This provides
you a way to manually assign a customer #, or to have
migrated data waiting for use, or to substitute your own
logic for the assignment of customer #s.
If you are using the SQL Reports module to deploy
custom reports to CRM, or web portal users, configure
the name of the SQL reports server here.
If you are using the SQL Reports module to deploy
custom reports to CRM, or web portal users, configure
the name of the SQL reports project that contains your
reports here.
This is the CRM path to the “Advanced Editor” for
editing HTML in CRM (events primarily). This path
should be consistent with your CRM installation path
and is the full path to the images folder. Change it only
if your CRM installation path is different.
C:\Program Files
(x86)\Sage\CRM\CRM\WWWRoot\CustomPages\cham
ber\uploads\images\
This is the web version of the CRM path and indicates
the physical path on the MRM Web portal server where
images for the HTML editor are to be stored. Modify it
based on the physical path that your website exists in:
C:\Inetpub\wwwroot\mrm\uploads\
Enable this if you want MRM to auto-determine the
taxes that a NEW customer will be charged. This
setting has no impact on existing customers. Note,
enabling this option here simply turns the setting on or
off – it still needs to be configured in the “Tax Groups”
section. See that section of this document for more
details.
Discontinued
Enter the 3 digit currency code for your
primary/functional currency. This should match your
ERP database’s configuration for the same.
This is the full path to the MRM Portal’s membership
survey page. This would normally be your portal’s URL
with the following:
mrm/survey/crmsurvey.aspx
Some membership organizations have only individual
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Person &
Company
Primary
Addresses
Auto
Yes
Payments
Failed
User
Membersh No
ip Start
Day-OfMonth
CRM Systems
people as customers/members. In this case the
standard CRM Company/Person (Account/Person)
setup causes overhead that is unnecessary – that is,
the person must maintain both an account address,
and a personal address. To simplify this, enable this
option – doing so will cause the primary person and
company primary addresses in synch – updating one
will automatically update the other.
If the preauthorized payment process fails, for example
because a credit card is declined, this CRM user will
be notified by CRM task of the failure.
Some organizations wish to start membership on a
particular day of the month, regardless of which day of
the month a customer signs up. If you wish to do this,
enter the day of the month here. If you do not, then
leave this field blank. If you do use this field you need
to ensure that the day of month you enter is valid for all
months of the year, so using a value > 28 is invalid.
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Template Config
The template config section contains fields related to email and document
templates generated by the system. Some of these fields are overridden by
settings elsewhere – such as on individual member tiers, and as such these
settings are “fallbacks” that are used when those overrides are not in place.
This screen has the following fields:
Field
Email receipt Doc
Template #
General email Receipt
Email Template Name
Batch Email BCC Email
Address
Batch Email From Email
Address
Event Email Receipt
Template #
Event Invoice Email
Template Name
Member Renewal Email
Template Name
Member renewal Invoice
Template
Paid Membership receipt
CRM Systems
Required Use
Yes
The CRMOE or ARINV document
template to use/attach to general email
receipts.
Yes
The CRM email template to use for the
subject/body of general email receipts.
Yes
The email BCC address to assign to batch
emails sent from MRM. This should
normally correspond to your CRM email
filing address for the CRM email manager.
Yes
The default email address that batch
emails will be “from”. This is also the
mailbox that the bounce back manager
will use for monitoring for bouncebacks.
Yes
template to use/attach to event receipt
emails.
Yes
subject/body of event registration receipt
emails.
Yes
subject/body of membership renewal
notification emails.
Yes
template to use/attach to membership
renewal notice emails.
Yes
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Email Template
Paid Membership
Receipt Invoice Template
Yes
Parent Summary Inv
Template
Yes
Forgot Web Password
Email Template
Yes
Web Same Username
Conflict Email Template
Yes
Web Account Welcome
Email Template
Yes
Custom Logic Code
No
CRM Systems
subject/body of membership renewal
receipt emails.
template to use/attach to membership
renewal receipt emails.
template to use/attach to Consolodated
Account Summary (statement) emails.
The CRM email template to use when a
portal user chooses “I forgot my
password”. This template is usually very
brief and contains little more than the
#password# merge field to tell the person
what their password is.
The CRM email template the MRM
system will use to email all portal users
who have the “same username” when a
username conflict is detected and autocorrected.
The CRM email template used to send a
“welcome” email to a new portal user. If
blank, no email will be sent. If populated
this email will be sent to all new portal
users – often it includes their username
and instructions on how to log in.
This field is used only for MRM
implementations that have been modified
to include custom logic in the generation
of their documents. Talk to your MRM
consultant about whether you should use
a custom logic code or not.
Page 33
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PAP Payments Config
The PAP payments section contains fields related to the administration of preauthorized payments, and specifically for EFT bank transfers.
Field
PAP File Export Mode
PAP Export File Format
PAP Client #
PAP Destination Country
PAP Organization Name
(Long)
PAP Organization Name
(Short)
Required Use
No
Indicates whether to generate a “TEST”
EFT file or “Production” file.
No
Select the EFT file format. Currently RBC
Standard Format is supported
No
PAP Client # your EFT bank client #
No
The country (Canada / US) that the file is
destined for.
No
The long name of your organization as
supplied by your bank for use in your EFT
file.
No
PAP Organization Name (Short) the short
organization code as provided by your
bank for use in your EFT file.
Modify your configuration settings and click “Save” to save them.
CRM Systems
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Web Config
CRM Systems
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Internet Communicator
Email Bounce
Click on Email Bounce to see the management settings and add/modify/remove
setting details.
This page shows the bounce types and their status and permissions.
BounceStudio Enterprise, which is software used by the Association Manager,
sorts your bounced email messages into categories. The BounceStudio email
bounce code that gets logged to your database, along with the affected email
address is used by this system to block sending of further emails to that address.
So when email is sent back, the software adds the bounce type to the database,
and our system allows you to determine what you will do with emails that have
returned and been marked with these bounce types.
Quick information from the table above:
Arrow 1(above): The bounce type. Click here to edit settings for this bounce
type.
Arrow 2: shows whether this rule can disable email addresses that receive this
bounce type
Arrow 3: whether the entry (bounceback rule) is disabled
Arrow 4: how many bounce backs for that bounce type before the email is
disabled
Arrow 5: How long the mail address is disabled. This is good, as you may want
to retry an address again after a set period of time.
CRM Systems
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Add/Modify Bounce type
Click on the Bounce type (arrow 1 above) or click “new” (arrow 7 above) to enter
the bounce type screen. In this case, we’ll modify a bounce type.
When you click on the bounce type, it will list the details. For a new one, these
will be blank. The bounce types already in the system mirror the ones which
come with the bounceback software (list below).
Mail Block - Spam
AR
Auto Reply
MBSD
Detected
Bounce - But No Email
BN
Address Returned (Rare)
NB
Non Bounce
Soft Bounce –
CR
Challenge-Response
SB
General
Soft Bounce - Dns
GB
General Bounce
SBDF
Failure
Soft Bounce HB
Hard Bounce
SBMF
Mailbox Full
Soft Bounce –
Message Size Too
MB
Mail Block – General
SBMS
Large
Mail Block - Attachment
MBAD Detected
SR
Subscribe Request
Mail Block - Known
MBKS Spammer
TB
Transient Bounce
Unsubscribe
MBRD Mail Block - Relay Denied
UR
Request
CRM Systems
Page 37
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In the bounce setting details (1/2 of screen above), the following fields are
available for modification:
Bounce type (arrow 1 above): use one of the bounce types above if they are not
in the system.
Entry Disabled (arrow 2 above): If checked, this bounce type will no longer be
used
Enable Email Disabling (arrow 3 above): If this bounce type is permitted to
disable email
Disable Based only on this failure type (arrow 4 above): If this bounceback type
occurs, only failing here can cause the email address to be disabled, regardless
of other bounce types being activated.
User to notify if disabled (arrow 7 above): Who in CRM to notify if an email
address is disabled due to mail being bounced and marked with this code.
Bounce setting Details , rest of screen.
Disable Email # of failures (arrow 5 above):
How many email bounces of this nature have to occur before the email address
causing this nature of bounce is disabled.
Email Disable Instance Timeframe (# Days). (arrow 6 above): How long the
email address is disabled which makes this type of bounce.
Click on “change” to edit these fields and “save” after modifications or entry of
new information is complete.
Send Mass Mails
This will manually send bulk mails that are in the que.
This process is set to run automatically on a timed schedule by a service running
on the servers. If the service is unavailable, or you wish to manually run this item
immediately, click on the “Send Mass Mails” link to run the process.
CRM Systems
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Bouncebacks
Process Email Bouncebacks This process is set to run automatically on a timed
schedule by a service running on the servers. If the service is unavailable, or
you wish to manually run this item immediately, click on the “Bouncebacks” link
to run the process.
StatUpdate
Manually starts the statistics update. This is normally done by the web service.
This process is set to run automatically on a timed schedule by a service running
on the servers. If the service is unavailable, or you wish to manually run this item
immediately, click on the “StatUpdate” link to run the process.
SessHistory
Update Session Lead History. This is part of the web tracking software.
SessPersonHistory
Update the session information for persons in the system from the web statistics.
SessCompanyHistory
Update Session Company History. Clicking here manually updates the session
tracking information for company visitors.
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PageSessMerge
This manually updates the visit and session information tracked by the system.
Pre-load Web Monitor
This manually preload Web Monitor Data into the database. This is normally
done on a set schedule by the windows service.
Ignore IP List
Click on ignore list to see the list of IP’s and domains to ignore in webtracking stats.
This screen will list the sites the audit will ignore, including their IP addresses. You can
click on an item (arrow 2 above) to edit. Or click on “New” (arrow 1 above) to add a new
url to ignore.
This is done to avoid counting visits/hits from areas that you don’t want to record.
Examples could be areas outside your marketing range, or visits for users within your
organization.
Add new Item to the Ignore List
Click on New (arrow 1 above) and it will open the follow screen.
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Add the IP address (arrow 2 above) and Search Word (arrow 3 above)(i.e. sogou.com)
and click “save” (arrow 1 above) or cancel if you do not wish to proceed.
Edit Item in the Ignore List
Click on the item and it will open the details screen (below).
On this screen click on “change” to edit or “cancel” to return to the previous page (arrow
1 above).
When you click on Change you can modify the properties (above) and click on save
(arrow 1 above).
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Member Tier
Member tier configuration is the very core of the member management solution.
It is through the member tier configuration that all information about fees charged
is configured, billing cycles and frequency defined, custom “survey” questions
are defined (new member and renewal), the documents and templates used for
invoices, receipts and notices are specified, preauthorized payments are
enabled, and many other options are defined.
Member tier configuration entries are time-defined, meaning each entry has a
start and end date, and the settings contained within it are valid for memberships
that START within that time period.
The full collection of member tier records is called your “rate card”. You may
already use the term “rate card” to describe your current year’s published listing
of membership fees and options. It’s the same thing here.
They are time limited so that you can set up ‘next year’ now, and not impact the
current year’s rate card. By doing so, when the 1st day of your next rate card
comes around, the system will automatically begin using the new rate card entry.
This way there is no big activity or urgent updates required on the day of cutover.
To access the member tier administration area, select the “Member Tier
Configuration” option on the MRM Administration menu. You will be taken to the
member tier list screen:
Click “New” to add a new member tier configuration, or click on one of the
existing member tiers to edit it.
The “Member Tier Detail Configuration” screen is displayed. This is a large
screen with many options:
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This screen is split into 2 panels. The first panel “Member Tier Detail
Configuration” contains the following fields:
Field
ERP Database
Member Tier
Start Date
CRM Systems
Required Use
Yes
ERP database identifier that customers
who become members using this member
tier will be tagged with. If using ERP 300
integration, this is the ERP database
name of the ERP company that the
customer will be “promoted” to customer
status in.
Yes
Select list. Pick the “member tier” that this
rate card entry is related to. The “Member
tier” field is a simple CRM select list,
which you can maintain using CRM’s
select list editor. Each member tier should
have a tier code defined, for example a
“retired” member code could be “RET”.
What the codes are, is up to you, but they
should be no longer than 4 characters in
length.
Yes
The date that this rate card entry becomes
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End Date
Yes
Category
Yes
# of Directory Contacts
Display on Web
Web site Tier Description
Rollover enabled
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Maybe
effective. You should ensure that when
setting this date it does not overlap with
any other rate card entries for the same
“Member Tier”.
The last date that this rate card entry is
effective. You should ensure that when
setting this date it does not overlap with
any other rate card entries for the same
“Member Tier”.
Select list: Individual or Corporate.
Allows you to separate rate card entries
when they are presented to self-service
customers. The self-service customer can
indicate if they want an individual or
corporate membership, and then are
presented with a list of possible options.
The maximum # of people within a
membership account that can be chosen
by a self-service user to be listed in the
membership directory.
Checkbox. Enable if you want this rate
card entry to be visible and selectable by
the self-service user at the time of signup
and renewal.
If “Display on Web” is checked, then you
must define a description of the member
tier to display on the web. You can enter
a CRM translation code here, but you
must then define the translation in the
CRM translation editor, with “Family” of
“MRMEB” and “Family Type” of “Caption”.
You would make up your own “Code”. If
you don’t want to use translations (to
support multi-languages) just enter in the
actual text you want to display.
Checkbox. “Rollover” refers to the system
automatically “rolling over” a member from
one member tier to another, prior to
generating a renewal. This is normally
used in situations where, for example
“new member” is a specific tier, perhaps
with reduced pricing, but you can only be
a “new member” once, and prior to
generating renewal for the new member,
they must first be “rolled over” to “regular
member”.
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Tier Rollover script
If “rollover enabled” is checked, this is a
SQL statement (SELECT) that when
executed would return the “Member Tier
Code” of the member tier you want the
member to be rolled over “TO”. So if the
member was currently “NM” (new
member) and you wanted to roll them over
to “RM” (regular member) the SQL
condition might be:
Mtir_membertier = ‘RM’
If you wanted to do a conditional
statement that depends on some other
value, you could do something like:
mtir_membertier = CASE WHEN
'#comp_idnatacct#' = '' THEN 'IM' ELSE 'ID' END
Override ERP Tax Group
Override ERP tax group
condition
New Member Notify
Email
New Member Notify User
CRM Systems
This condition is merged with all field in
the view vSummaryCompany before being
executed. It will roll the member to tier
‘IM’ if there is no national account
associated with the member, or ‘ID’ if
there is a national account.
This field applies only if integrated to ERP
300. Specify a tax group if you would like
to forceably set the tax group when
someone first joins as a member using
this rate card entry.
Should you wish to set a condition as to
whether the tax group override is done,
enter a SQL select statement here that
evaluates to either a 0 or 1 (false or true),
such as
SELECT CASE WHEN addr_state = ‘CA’
THEN ‘CALIF’ ELSE ‘USATAX’ FROM
vSummaryCompany WHERE
comp_companyid = #comp_companyid#
If you wish for a CRM user to be notified
by email when a new member is finalized
in the system enter an email address
here. A simple email notification will be
sent anytime a new member is completed.
If you wish for a CRM user to be notified
by a CRM task when a new member is
finalized in the system enter an email
address here. A simple task notification
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Immediately Post to
ERP, if possible
Skip Renewal ERP
Recalculation
Finalize Renewal
Immediately on Creation
Default New Member
Customer Group
will be sent anytime a new member is
completed.
Checkbox. To improve performance of the
system when integrated to ERP 300,
when a new member is finalized, the
account is put in a queue that is
asynchronously promoted to ERP as a
customer, and the membership invoice is
similarly put in a asynchronous queue to
be posted to ERP. This allows the CRM or
WEB user to very quickly finish the
finalization task, and move on to other
things. If for some reason you need this
ERP process to occur immediately instead
of asynchronously, enable this option.
Note: enabling this will speed up posting
to ERP, but may cause concurrency
issues if many memberships are being
processed, or multiple memberships are
processed simultaneously.
Checkbox. Check this box if you want to
prevent the system from using the ERP
system to recalculate your AR Invoice or
CRMOE order. Enabling this makes the
renewal generation process run much
faster, but it has a side-effect – TAXES
will not be calculated. As a result, unless
your membership renewal invoices are not
subject to tax, enabling this option is not a
good idea.
Checkbox. If enabled membership
renewals that are generated for this tier
will be automatically finalized (ie,
completed) after they are created. This is
used in situations such as a lifetime
member, where the membership is
annual, and no fees are due, but it
automatically renews without user input.
Applies if integrated into ERP 300. If you
want to set the ERP customer group to a
specific value when someone first
becomes a new member, choose the
group here. This setting has no impact
during renewals – only new memberships.
Default National Account
Currency (Override)
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ERP Membership
Comment
Tier Comparative Level
ERP AR Invoice Account
Set
Renewal Pre-Bill Days
Attach Quote to Renewal
Notice Email
Renewal Notice – Send
by Email
Renewal Notice – Email
Send Condition
Template Name
Renewal Notice –
Attached Quote
Template
New Member Receipt –
Email Template
Document Template
Renewal Receipt – Email
Template
Renewal Receipt –
Document Template
Member is Reinstated on
Re-Join
Reinstate # of Days from
End Date
Enabled Payment
Schedules
Enabled Payment
Processes
Renewal Notify User
Renewal Notify Email
Renewal Notification
SQL Condition
Earlybird Expires Prior
Days
Earlybird Amount (<1 =
%)
# Days past Renewal to
Suspend
Terminate
Suppl Doc #1 email
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Template
Suppl Doc #1 Template
Enable Listing in
Directory
New Member SQL
Condition
Renewal SQL Condition
PAP Receipt Email
Template
PAP Receipt Document
Template
PAP CC Payment Failed
Email Template
Auto added Subscription
Objects
Enable Child Accounts
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Tax Groups
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Subscription Objects
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Opt-In
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Directory Category
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Email Bounce
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Renewals
Manage Account Relationships
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Other Fees
“Other Fees” are used by various website self-service functions to process
fees/invoices for different type of “other” transactions. At this time, this includes:
 Job Board – job ads can have fees attached
 Non-Member Directory (buyer’s guide) – listings can have fees attached
Select the “other fees” option from the MRM Administration menu:
You will then see the other fee search screen. This screen allows you to find an
existing fee configuration and/or add new ones:
To create a new fee configuration, click the ‘New’ button.
To View/edit/Delete an existing fee, find it in the search list and click on it.
The “Other Fee Detail” screen is displayed:
Field
Name
CRM Systems
Required
Yes
Use
The name of the fee/type. This is displayed to
the user in a select list for them to pick from
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Type
Yes
Disabled
Member Price
Non-Member Price
Distribution Code
Maybe
CRMOE Item
Maybe
CRMOE Item
UOM
Maybe
CRMQT Item
Maybe
CRMQT Item UOM Maybe
Integer Config 1
Integer Config 2
Integer Config 3
SQL Update
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when purchasing the item. Normally for the job
board this would be the type of listing, for
example “Standard listing, 3 months”. For
buyers guide it may be something like
“Enhanced Listing with Logo.”
“Job Posting” or
“Non Member Directory Listing”
Check this box to temporarily disable this
configuration
The price to charge active members
The price to charge non-members
This field is displayed if your integration method
is AR. If displayed, it is required. This is the
ERP 300 AR distribution code to which revenue
will be recorded. Consult your finance
department.
is OE. If displayed, it is required. This is the
ERP 300 OE item to which revenue will be
recorded. Consult your finance department.
is OE. If displayed, it is required. This is the
ERP 300 OE item’s unit of measure to which
revenue will be recorded. Consult your finance
department.
is CRMQT. If displayed, it is required. This is
the CRMQT item to which revenue will be
recorded.
is CRMQT. If displayed, it is required. This is
the CRMQT item’s unit of measure to which
revenue will be recorded.
For Job Board, this field is not used.
For Buyers Guide, this field indicates: the Max #
of Categories that can be selected
For Buyers Guide, this field indicates: # of
Characters in Products & Services
For Buyers Guide, this field indicates: Max # of
Characters in the description
You can enter a SQL UPDATE statement here.
This update statement will be run once the
transaction has been paid for. If no payment is
due, then it runs immediately upon submission
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of the entry. This update statement can be of
any type and content. Prior to being executed
the SQL statement is “merged” with data about
the transaction, including the associated table
based on the transaction type (Job, Directory,
etc), the SQL view vSummaryCompany and the
records in the table C21_Assoc_OtherFees that
was selected by the user. Merge fields are in
the form #comp_idcust#. An example of such
an update statement for use with the nonmember directory is below. This example is
responsible for setting the start and end dates
of the listing, thereby activating it in the
directory:
UPDATE C21_ASSOC_Directory SET
cmdc_datestart = GETDATE(), cmdc_dateend
= DATEADD(d, 10, GETDATE()) WHERE
cmdc_directoryid = #cmdc_directoryid#
Complete your configuration and click “Save”.
The fee type will be updated to the web during the next CRM to Web Sync.
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Manage General Surveys
The membership tier function contains the ability to define surveys that a user
(CRM or Web) must complete at the time they become, or renew membership.
This flexible survey function allows you to define your own questions that are
asked, and that can then update data in the CRM system based on the
responses.
The General Surveys function leverages this same survey capability, but allows
you to define “surveys” that can be completed by the customer at any time. This
is normally used so that you can provide a custom interface on the MRM portal
where a person can update their account profile with your custom fields.
For example, the standard “Manager your account profile” function has fixed
fields, things like name, address, phone, etc. However, if you have custom fields
like “Registration #” however, the built in account profile screen cannot, and does
not provide a place for the customer to enter this information.
The general survey function, however can, and you can enable the “survey” so
that a user can access it at any time – thereby potentially updating their profile.
What happens with the survey data depends on your configuration.
ADD DETAILS HERE
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Manage Promotion Codes
Promotion codes allow the administrator to provide “discounts” to web customers
for various types of transactions (excluding Webstore, which has its own Coupon
code function) such as Event Registrations, New Memberships, Renewals,
Subscriptions, Donations, or “Other” types by way of issuance of a “Promotion
Code” (ie, an electronic coupon code, or discount code).
Promotion codes can be configured in many different ways to meet different
needs, they can:
 Be percentages of the order subtotal, or fixed dollar amounts
 Can have defined minimum and maximum discount values
 Can require a minimum order value
 Can have a defined date when the discount begins
 Can have a defined date when the discount ends
 Can be limited in the number of times it can be used (for example, the
“first 50 customers!”
 Can be limited to a specific customer, which is often used in cases where
a special code is issued, perhaps as compensation for a prior customer
service issue
Managing Promo Codes in CRM
To access promotion codes, go to the MRM Admin menu and choose the
Manage Promo Codes option:
You will see a list of promo codes previously entered into the system, along with
a search screen:
You can use the search screen to locate a specific promo code, should you have
many of them and need to filter them. By default, all of them are displayed in the
lower list.
To add a new code, click the “New” button on the right hand side.
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To view/edit/delete an existing code, click the item in the list. You will see the
item in view mode, and can click “Change” to edit it.
Field
Promo Code
Discount Method
Discount Amount
Enabled Order
Categories
Text Description
OE Misc Charge
AR Distribution Code
CRMQT Item Code
CRM Systems
Required Use
Yes
This is the discount/promo code itself, ie,
the value the user will actually type into
the system. The “coupon code”
Yes
Options are: Amount or Percentage. If
amount is selected then the “Discount
Amount” field is considered to be a dollar
amount. If percentage is selected then
the discount amount is considered a
percentage of the order subtotal.
Yes
Enter the dollar amount, or percentage
for the discount. Percentages are in the
format XX.XX (25.00 is 25.00%)
Yes
Choose one or more order categories
(types) that the promo code can be
applied to. For example “New Member
Quote” would allow the code to be used
to discount a new membership.
Yes
A text description for the promo code.
If you are using OE integration, pick the
OE miscellaneous charge code to use to
account for the discount. A line item with
this code will be added to the order with
the negative dollar amount of the
discount.
If you are using AR integration, enter the
AR distribution code to use to account for
the discount. A line item with this code
will be added to the order with the
negative dollar amount of the discount.
If you are using the nonintegrated
CRMQT module integration, pick the
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Minimum Order Value
Required
Minimum Discount Value
Max Discount Value
Start Date
Yes
End Date
Yes
Maximum # of Uses
# of Uses
Specific Customer #
Enable Promo Code for
Event Item
Deferral Enabled
Deferral GL From
CRM Systems
CRMQT item to use to account for the
discount. A line item with this code will be
added to the order with the negative
dollar amount of the discount.
The minimum subtotal of the order
required for the promo code to be
useable.
The minimum value the discount needs to
be in order to be included. If specified the
discount will be bottom-capped at this
value.
The maximum discount value. If
configured then the discount will be topcapped at this amount.
The first date that the promo code is
valid.
The last date that the promo code is
valid.
The maximum # of times the promo code
can be used. Specify “0” if you want the
maximum use to be unlimited.
This field is auto-populated with the # of
times the promo code has been used.
You can manually adjust this field at any
time if you wish.
If you want to restrict use of the promo
code to a specific customer, enter their
customer # here.
Check this box if you want to limit the use
of the promo code to specific events
and/or event items. When checked use
the “Event Items” list to view and manage
the items attached. You must manually
check and uncheck this box, it is not set
automatically by virtue of adding “Event
Items”.
Check this box if you wish to defer promo
code discount expenses until the date of
the event(s) that it is applied to. Typically
if you wish to defer event revenue you will
also want to defer promo code discount
expenses. If you do not check this box
then the expense will be recognized as of
the date of the “check out”.
Required if “Deferral Enabled” is checked
AND if the integration mode is CRMOE or
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Deferral GL To
Maybe
CRMQT. Not required for AR Invoicing,
as the “from” account will be autodetermined based on the distribution
code originally used on the invoice. This
is the GL account that represents your
“deferred revenue”, or more accurately
for a promo code “deferred discount”.
Required if “Deferral Enabled” is
checked, and for all integration modes.
This is the GL account that represents
your “earned revenue”, or more
accurately for a promo-code “earned
discount”.
Complete the fields on the screen and click “Save” to save the promo code.
The promo code will become available on the web portal after the next portal web
sync. If you cannot wait for the next scheduled sync, run the sync manually.
Note regarding deferral of promo code expense: If a promo code is
restricted to specific events/items, it will only be deferred if:
a) the “Deferral Enabled” checkbox is turned on, and
b) if the event it is applied against is also configured to be deferred
If the promo code has deferral enabled, but the event does not, then the promo
code is treated in the same way as it would if it were not enabled for deferral.
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Limiting Promo Codes to Specific Events/Items
If you wish to limit the promo code to one or more specific events or items within
those events, check the “Enable Promo Code for Event Item” box, and use the
Event Item list to manage the connections. This list appears below the
“Promotion Code Details” screen and will appear when editing an existing promo
code.
To view/edit an item, click it in the list. To add a new item, click the “New” button.
The promo code event item screen will appear:
Pick the event from the list, and then using the multi-select of event items, select
one or more event items within the list that you wish to restrict use of the promo
code to.
Click Save/Update to save your changes. You have successfully restricted the
promo code’s use to the specific event / event item.
You can add as many additional events/items as you would like by clicking “New”
again. The promo code will only be permitted to be applied if one of the
events/items appears in the cart, and the discount will be calculated only on the
subtotal of those specific events/items.
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Using Promo Codes in CRM/MRM
Promotion codes can be used/applied within CRM when viewing the event
registration “cart”.
To use a promo code in CRM, add one or more events to the cart, or use “view
cart” to view the cart already in progress:
The “add a Promotion or Coupon Code” field is displayed. Enter the promo code
into the field, and click “Apply”.
If the code is invalid or cannot be applied based on one or more restrictions, a
relevant error message will be displayed, such as:
If the code is valid, and can be applied, a message will be displayed indicating it
was successfully applied, and the screen will change to reflect the discount:
To remove a promo code, click “Remove”. The code will be removed and the
discount deleted. If the cart is modified after a code is applied, the discount is
automatically recalculated. If changes to the cart result in the code no longer
being valid, the code will be automatically removed.
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Using Promo Codes on the Web
Once a promo code has been successfully synchronized to the web it can be
used by customers.
The promotion code option becomes available on Step 3 of the checkout
process: Payment
The promotion code option appears only if there is one, or more promo codes
configured in the system, valid for the current date. If there are no codes, then
this section of the screen is not displayed, automatically:
The user enters their promo code and clicks the
button.
If the code is invalid, an error message will be displayed, such as:
Or
There are a number of possible errors:
 The code is invalid – ie, does not exist
 The code is valid but today is not in its date range
 The code has already been used too many times
 The code cannot be used because the order total is too small
 The code cannot be used because the events/items that it is restricted
to do not appear in the cart. This only applies if the code is event/item
restricted.
If the code is valid then the screen is updated, and the applied discount is
displayed:
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The order subtotal and total are adjusted. Whether taxes are adjusted depends
on if the discount item is configured to be taxable in the ERP system, if using
ERP integration.
The user can only apply one coupon / promo code to a cart at one time.
The buttons for promo code change on application and display as:
The user can click “Remove” to remove the code, or “Apply” if they are applying
another code. Once removed, the order subtotal is recalculated, the amount due
is recalculated, and the user is able to apply another code.
Note: if the user leaves the payment screen and returns to edit the cart further,
the promo code is automatically removed and needs to be re-applied by the user
when they again reach the payment screen.
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Adjust Invoice Dates
Web User Profiles
Manual Process Execution
CRM/WEB Sync
Manually Recognize Revenue Deferrals in ERP
Manually Run General Processes
Manually Process PAP CC Payments
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Batch Terminate Members
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Internet Communicator
Bulk Email
The MRM System includes a comprehensive bulk emailing solution, that includes
detailed email send, read, and clickthrough statistics that are fully integrated into
the web tracking system, thereby enhancing the web tracker as well.
The bulk emailing solution has 3 components:



The CRM based Bulk Email Send Function
The Email Statistics Function
The MRM portal based Bulk Email Send Function
Prior to using the bulk emailing solution, your CRM system must have one or
more CRM “Groups” defined, and those groups must contain at a minimum the
field containing the person’s email address (pers_emailaddress). Any group that
does not contain this field cannot be used by the bulk emailer.
Hint: Before continuing, ensure your CRM system has at least one group defined,
and that group contains the “pers_emailaddress” field.
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Bulk Email Send – CRM
Sending bulk email from CRM is a simple process. To access the bulk email
function your CRM user account must have the “Send Bulk Email” setting
enabled. If you are unable to access the bulk email function in
the system, check with your system administrator and have
them enable this function on your CRM user account:
The bulk email send function is found in the CRM Member Manager
menu, accessible through the “MRM” button on your main menu bar:
Click the “Bulk Email” option found in the option list.
The mass mail setup screen contains the following fields:
Field
User Group
Format
Email Category
Send Date/Time
CRM Systems
Required Use
Yes
You must select a CRM group, the group
contains the list of people your email will
be sent to. Only groups that contain the
pers_emailaddress field will be shown and
can be used.
Yes
HTML or Text. Text emails really are not
used any more, but this option remains for
backward compatibility reasons
Yes
You can categorize the email you are
sending, doing so is mainly used for
reporting, or for publishing a listing of
archived emails (for example, newsletters)
on your website.
Yes
By default this will show as the current
date, and the immediate half-hour that
occurs BEFORE the current time. In this
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Wave Item
No
Email Subject
Yes
Email From Name
Yes
Reply Email Address
Yes
HTML Source
Yes
way, after you click the “Send” option, the
email will begin sending immediately.
However, should you wish to delay
sending of your email into the future, pick
the date and time you wish the email to
begin sending. Note: the actual time
sending will start will vary slightly from the
time chosen here +- 15 minutes.
If you wish to relate the email you are
sending to a CRM Marketing wave item,
select it here.
Enter the subject of your email. The
subject can contain merge fields in the
format #fieldname# - for example
#pers_firstname# would be merged to be
the first name of the person to whom the
email is sent.
The “Name” you want to appear on the
email that the message is “From”. This is
not the email address its from, but the
alias/name.
The email address that replies to your
message should be sent to.
The path to the HTML / content source for
the email. Unless you are
directly/manually creating HTML content,
and not using the advanced editor to do
so, you need to refer to the advanced
editor to find out what value to enter here.
See later in this document for advanced
editor details. If you are not using the
advanced editor, enter the path to your
HTML file on the MRM portal web site.
Enter values for all of the fields, except, in most cases, the HTML source field.
To define the content of your email using the advanced editor, click the
“Advanced Editor” button, the find templates screen will open in a pop-up
window. If your web browser blocks popups, you will need to allow them before
clicking the Advanced Editor button.
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The find templates screen allows you to search through and find an existing mail
template, edit it, copy it, or delete it. You can also create a completely new
template.
The list of templates had 3 information columns:
 File Name – the name of the template file
 Html Source path – the HTML Source path to this file. This is the
value/information you need to enter (or paste) into the HTML Source field
on the Mass Mail Setup screen, as previously referred to in this document.
 Last Updated Date – the last date/time this template was edited.
Advanced Email Editor
The advanced email editor is accessed by editing an existing template, or
clicking “New” to create a new one. Create a new template or click “Edit” on an
existing one to modify it:
The editor has many functions and capabilities such as:




Tables, bullets and other formatting
Upload and embed images
Text sizing, colours
CSS styles and formatting
Basically all the same formatting things you can do in a MS Outlook or word, can
be done here.
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If you create a new template, you must assign a file name in the “File Name” box
at the top of the screen. If you are editing a template, it will remember the
filename from when you clicked “Edit”.
Click save to save your changes, you will see some instructions on how to
proceed:
The instructions indicate you should copy the path to the file, and paste it into
the HTML Source field on the email send screen, then click “Preview” to preview
the email.
Email Preview & Send
Click the “Preview” button to preview the email in the window:
The email will be displayed, as it would appear when sent to the 1st person in
your group. If you have any merge fields, they will be merged and displayed in
their merged format.
If you are unhappy with the email, click the advanced editor button, and edit your
template again – you can do this as many times as you would like. After each
edit, either click “Preview” again, or click “Reload” to reload the existing template.
When you are happy with the email, click the “Send” button to queue the email
for sending. You will be prompted to confirm you actually want to send the
message:
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Click “Ok” to confirm you want to send.
Note: the email is never sent immediately, even if the send time is the current
time, or a past time – there is always a minimum 2 minute delay before sending
will begin. This delay is intentional, and gives you an opportunity to cancel the
email should you need to, or if an error was made in sending it.
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Bulk Email Statistics
The bulk email statistics function is used for two things:
1. To view the pending/outbound email queue
2. To view statistics for previously sent emails (read, click, sent, etc)
The bulk email stats function is found in the CRM Member Manager
menu, accessible through the “MRM” button on your main menu bar:
Click the “Bulk Email Stats” option found in the option list.
The screen is broken into 2 parts, an upper portion, and a lower portion:


Mass Mail Processing Status List: This section displays details of emails
that are in the “queue” to be sent, or are actively in the process of sending.
This is where you can see the email you just added to the queue, and
where you can, for example, cancel it if it has not started sending yet.
Mass Mail Statistics: This is where you can see past emails, their status,
the # of emails that were sent, and can drill into them to get detailed
statistics.
Note: both the Status List (upper) and Statistics (lower), by default display only
items associated with your CRM user’s PRIMARY security territory. As mass
mails are security restricted, so too is access to their stats. However, if you wish
to see other mass mails sent and associated with other secondary security
territories that you have permission to view, you can do so by clicking the “View
All” checkbox. When you do so, the screen will reload and more items will be
shown.
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Cancelling a Scheduled Email
To cancel a scheduled email, click the “Cancel” button next to it in the processing
list.
If an email has started to be sent, but has been interrupted, the status will show
as “processing”, with only some of the total emails being sent. In this case,
instead of a “Cancel Process” button you may see a “Resume” button. You can
click this button to resume the sending process. It is not necessary to do so – as
the system will automatically detect and resume such emails, but clicking the
button may cause the resume to occur more quickly.
Emails are automatically delayed 2 minutes after clicking the “Send” button to
send them – specifically to give you time to access this list, and “Cancel” them
before they start to send. Do this if you made an error in sending the email.
Mail Statistics
The Mass Mail Statistics list shows past sent emails and allows you to drill down
on them to view stats.
Click the subject of the email to drill down.
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The statistics screen will display a bar graph summarizing the history of the
email:
 Sent – The # of emails sent out
 Bounced – the # of emails that bounced back, this statistic is only
populated if you have enabled the optional bounceback manager.
 Viewed – the gross # of times the email has been “viewed”. Note that
“View” statistics are notoriously unreliable due to the privacy settings in
various email clients. Your actual number of views is likely considerably
higher than what is reflected here.
 Gross Clicks – the total # of clicks that have occurred, if one person clicks
on the same link 10 times, it will register as 10 clicks here.
 Unique Clicks – the number of unique clicks that have occurred. If one
person clicks on the same link 10 times, it will register as 1 unique click
here.
Above the graph the system will tell you when the email was sent, and who sent
it. The “who” could be a CRM user, or a MRM portal user.
Below the graph will appear a list of the links that exist within the email, and next
to each will indicate the total # of clicks made on that link, and the % of the total
clicks that amounts to.
If you have bounceback handling (optional) enabled, below the list of links is a list
of bouncebacks:
The bounceback list shows each bounce, when it occurred, and what type it is.
There are a number of bounce types such as “HB” (Hard Bounce), meaning the
email domain does not exist), or “SB” (Soft Bounce), normally combined with MF
“mailbox full” indicating a temporary issue).
For details on the types of bounces and what they mean, visit the web page
located at:
http://www.boogietools.com/Products/Windows/BounceStudioEnterprise/help/file
s/bouncetypes.html
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Bulk Email Send – MRM Portal
It is possible to configure CRM “People” (MRM Portal “Users”) to send bulk email
from the MRM portal itself. In this case, the “person” does not log into CRM, they
log into the MRM Portal, and can send email from that location.
Restricting CRM Groups
Restricting CRM groups for MRM Portal bulk emailing is a 3 step process
1. Define the “Restrict Bulk Email To” field select options, consider these
“categories” of restriction. In the examples provided, we have defined
States / Provinces – which allows us to restrict a MRM portal user to
accessing groups that are also restricted to one or more a province/states.
2. Configure the Group itself to match the restrictions desired
3. configure the CRM Person / MRM Portal user to indicate which
“categories” they should have access to.
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1. Define Restrict Bulk Email To Options
The options for restrict bulk email are defined on the CRM “Person” table field
“pers_sendbulkemailrestrict”. You can modify this field using normal CRM field
select list editing tools:
Define the categories you wish to use. Make note of the “Code” for each, for
example in the above the code for California is “CA”, for Alberta its “AB”. You will
need this information for step 2.
Save your list values.
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2. Configure the CRM Groups
Create or edit a group in CRM. On the first screen you will see the following:
To enable this group for restriction you need to know which “Codes” you wish to
restrict it to. Lets say you wanted to restrict to California and Alberta ONLY.
To do so, you must enter a comma separated, quote-delimited list of the codes
you want to restrict to, into the “Description” box on this screen, so for CA and
AB, the configuration would be:
Note: It does not make any difference which order you list them in. ‘CA’,’AB’ and
‘AB’,’CA’ are equivalent.
Continue editing the group and save your changes when done.
By making this configuration, any MRM portal user who, on their “Web” tab has
EITHER “California” or “Alberta” chosen in their Mass Mail restriction, will be able
to access this group and use it to send email.
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3. Enabling CRM Persons for Bulk Email
To enable a person to do so, access the “Web” tab on their CRM Person profile:
There are 2 related fields:
 Send Bulk Email – a checkbox, turns the bulk email sending feature on, or
off for this person when logged into the MRM portal
 Restrict Bulk Email To – a multi-select field, allows you to control which
CRM “Groups” the person has access to. See later in this document for
details. You can populate this multi-select with anything you would like
and cross-reference it to the groups you have defined in CRM. If you do
not select any restriction, then the MRM portal user will be able to choose
from ANY group(s) you have defined and that are otherwise available for
bulk email sending.
Edit the Web tab and enable, or disable the person for bulk emailing. The change
will take effect on the MRM portal the next time the CRM to WEB sync process
runs, normally every 10-15 minutes.
Sending Email from MRM Portal
A MRM portal user who is enabled for bulk email will have the following “panel”
available in their “Account Hub” after logging in:
Click “Send Bulk Email” to view your email queue and/or send a message. If you
have one or more emails in your outbound queue, you will be taken to the queue
review screen, if you do not, you will be taken directly to the new email screen.
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Sending an Email
Click “Send Bulk Email” to access the email send screen:
The mass mail setup screen contains the following fields:
Field
User Group
Email Category
Send Date/Time
Email Subject
Email From Name
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Required Use
Yes
You must select a CRM group, the group
contains the list of people your email will
be sent to. Only groups that contain the
pers_emailaddress field will be shown and
can be used.
Yes
You can categorize the email you are
sending, doing so is mainly used for
reporting, or for publishing a listing of
archived emails (for example, newsletters)
on your website.
Yes
By default this will show as the current
date, and the immediate half-hour that
occurs BEFORE the current time. In this
way, after you click the “Send” option, the
email will begin sending immediately.
However, should you wish to delay
sending of your email into the future, pick
the date and time you wish the email to
begin sending. Note: the actual time
sending will start will vary slightly from the
time chosen here +- 15 minutes.
Yes
Enter the subject of your email. The
subject can contain merge fields in the
format #fieldname# - for example
#pers_firstname# would be merged to be
the first name of the person to whom the
email is sent.
Yes
The “Name” you want to appear on the
email that the message is “From”. This is
not the email address its from, but the
alias/name.
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Reply Email Address
Yes
HTML Source
Yes
The email address that replies to your
message should be sent to.
The path to the HTML / content source for
the email. Unless you are
directly/manually creating HTML content,
and not using the advanced editor to do
so, you need to refer to the advanced
editor to find out what value to enter here.
See later in this document for advanced
editor details. If you are not using the
advanced editor, enter the path to your
HTML file on the MRM portal web site.
Enter values for all of the fields, except, in most cases, the HTML source field.
To define the content of your email using the advanced editor, click the
“Advanced Editor” button, the find templates screen will open in a pop-up
window. If your web browser blocks popups, you will need to allow them before
clicking the Advanced Editor button.
The find templates screen allows you to search through and find an existing mail
template, edit it, copy it, or delete it. You can also create a completely new
template.
The list of templates had 3 information columns:
 File Name – the name of the template file
 Html Source path – the HTML Source path to this file. This is the
value/information you need to enter (or paste) into the HTML Source field
on the Mass Mail Setup screen, as previously referred to in this document.
 Last Updated Date – the last date/time this template was edited.
Advanced Email Editor
The advanced email editor is accessed by editing an existing template, or
clicking “New” to create a new one. Create a new template or click “Edit” on an
existing one to modify it:
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The editor has many functions and capabilities such as:




Tables, bullets and other formatting
Upload and embed images
Text sizing, colours
CSS styles and formatting
Basically all the same formatting things you can do in a MS Outlook or word, can
be done here.
If you create a new template, you must assign a file name in the “File Name” box
at the top of the screen. If you are editing a template, it will remember the
filename from when you clicked “Edit”.
Click save to save your changes, you will see some instructions on how to
proceed:
The instructions indicate you should copy the path to the file, and paste it into
the HTML Source field on the email send screen, then click “Preview” to preview
the email.
Email Preview & Send
Click the “Preview” button to preview the email in the window:
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The email will be displayed, as it would appear when sent to the 1st person in
your group. If you have any merge fields, they will be merged and displayed in
their merged format.
If you are unhappy with the email, click the advanced editor button, and edit your
template again – you can do this as many times as you would like. After each
edit, either click “Preview” again, or click “Reload” to reload the existing template.
When you are happy with the email, click the “Send” button to queue the email
for sending. You will be prompted to confirm you actually want to send the
message:
Click “Ok” to confirm you want to send.
You will be taken to the email queue screen where you can view your pending
email.
Note: the email is never sent immediately, even if the send time is the current
time, or a past time – there is always a minimum 2 minute delay before sending
will begin. This delay is intentional, and gives you an opportunity to cancel the
email should you need to, or if an error was made in sending it.
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Viewing your Queue
You can access the queue by sending a new email, after which the queue will be
displayed, or, if there is something in your queue already then clicking the “send
Bulk Email” button in the account hub will bring you to the queue.
The queue screen displays the list of pending emails you are sending:
You can delete a pending email by clicking the “Delete” button in the list. Do this
if you sent the message in error or if there is something you need to fix.
Emails are automatically delayed 2 minutes after clicking the “Send” button to
send them – specifically to give you time to access this list, and “Cancel” them
before they start to send. Do this if you made an error in sending the email.
To send another email, click the “Send Bulk Email” button on the right-hand side
of the screen.
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Event Surveys – Survey Event Registrants
To send a survey to registrants of an event for their feedback. First create the survey
(see Manage/Send Surveys (page 18).
In the event section, there is a button named “Survey” click on this to form a dynamic
group
Click the survey button (arrow 1 above) to convert the registrants of the event into a
dynamic group.
In the group details, a name has been created based on the event name (arrow 1
above). Create a survey, then go to send a survey and select this group (below)
When you have constructed your survey, select the group to send the survey to them.
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3. Manage / Send Surveys (Create a Survey)
Important: A survey is created by adding questions to a questionnaire and
sending that out.
The steps are as follows:
1. Create questions
2. Add questions to a questionnaire
3. send survey with the chosen questionnaire
4. Create Questions
On the left side menu is an icon named after the company (arrow left).
This will take you to the Company Menu which will list items which you
are responsible for.
When you click on this, please choose “Questions” (yellow arrow #1
above) from the company menu.
After clicking on questions, this will present a list of questions you can modify
You will be presented with a list of questions (yellow arrow 1). You can click on these to
modify a question. In the table you will see the Question title, the question type and the
first answer. To create a new question, click on “New” (green arrow 2).
Here is how you create a new question.
First choose a question type from the drop down. This will list the types of questions you
can create: Multi-select, multiple choice, short text, long text, yes/no, numeric.
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Multiple choice – allows the user to choose one of multiple answers
Multiple Select – allows the user to choose multiple answers
Yes/No Question – yes or no answer
Short Answer – short text answer
Long Answer - long text answer
Numeric Question – A question you number.
Upon choosing the question type (yellow arrow 1), the next step is to put in the question
(green arrow 2). Then add the answers (arrow 3).
Yes/No, Short and Long answer questions do NOT require you to put answers in the
answer fields. This is only necessary for multiple choice and multiple select.
Upon completion click on “Save” (Orange arrow 4) to save your question. You can also
click on “Cancel” to cancel and return to the previous page.
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Question Modification
On the main question page, click on a question to modify (yellow arrow 1 below)
Here you will find the question’s detail page. Click on cancel to go back, or
“Change” (green arrow 1 below) to make changes
Please read below to see the change screen.
In this screen, select “question type” if you wish to modify the type of question.
(yellow arrow 1 above).
Then make any changes to the question (green arrow 2).
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You can then modify the answers (arrow 3 above). Reminder: Long/short and
yes/no questions don’t require answers, only multiple choices and multiple select.
Hit “save” (orange arrow 4 above) to save your changes.
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5. Manage Questionnaires
When you click on this, please choose “Questionnaires” (yellow arrow
above) from the company menu.
Click on New (orange arrow 1 above) to create a new questionnaire, or click on
the questionnaire name to modify (green arrow 2 above)
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Manage Questionnaires: Questionnaire Creation
In creating a new questionnaire, the above fields must be filled in.
The Name of the questionnaire. (Purple arrow 2). Please make this as distinct as
possible.
Survey Introduction (red arrow 3) is the introduction people will read when they receive
the survey.
Survey Footer (Pre-Submit) (beige arrow 4) is the text at the bottom of the survey
respondents will read prior to submission.
Post Submit (blue arrow 5) is the message respondents will see after submitting their
survey response.
Email Message (yellow arrow 6) is the message that people will see when the survey
invites lands in their email inbox.
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Manage Questionnaires: Questionnaire Modification
In the questionnaire detail page, which you arrive at after clicking on a questionnaire
name in the list on the Questionnaires page (yellow arrow 1 below)
You will see the questionnaire details. Click on change
below) to change the questionnaire details.
(purple arrow 3
Clicking on the questionnaire details page will bring up a page with the same…
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Fields as found in creating a new questionnaire (page 23) can be modified.
The Name of the questionnaire. (Purple arrow 2). Please make this as distinct as
possible.
Survey Introduction (red arrow 3) is the introduction people will read when they receive
the survey.
Survey Footer (Pre-Submit) (beige arrow 4) is the text at the bottom of the survey
respondents will read prior to submission.
Post Submit (blue arrow 5) is the message respondents will see after submitting their
survey response.
Email Message (yellow arrow 6) is the message that people will see when the survey
invites lands in their email inbox.
Modify these fields then click on save to save these changes, or cancel to
return to the previous page without saving
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Add a Question to questionnaire
On the main questionnaire detail screen, you will see a link with add question (below)
This will pop open a pop-up window with questions that have not been used in this
questionnaire. Select from the dropdown and click add (arrow below).
You will see the questions appear in the question detail (green arrow 2 below).
Click on “Delete” (green arrow 2 above) to delete questions you will not use.
Upon completion click “Cancel”
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to return to the main questionnaire page.
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6. Send a Survey
This covers sending surveys. Creating questions and questionnaires are further below.
When you click on this, please choose “Surveys” (arrow above) from the
company menu.
This will open the “Send a Survey Screen”, on which there are three drop down menus.
The “Group” drop down menu (yellow arrow 1) is the group of people you will send to.
Groups are pre-defined in another area of CRM. Please refer to the CRM manual for
information on creating groups.
After selecting your group, choose the questionnaire from the drop down. It is important
to give your questionnaires distinct names to avoid confusion (green arrow 2). The final
choice is to choose the template (purple arrow 3). After the choice the page will
generate a preview screen (see below)
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Upon choosing the group, questionnaire and template, the preview screen shows a
preview of the e-mail to be sent (green arrow 1) This is based on the template in CRM,
so you will notice some items with %percent signs%, these are used to personalize the
e-mail. To learn more about templates, consult the CRM manual.
You will also see a copy of the survey that is to be send (yellow arrow 2). This is what
the survey will look like to the recipient.
If you are satisfied with the template used, and the survey, click on “send” (purple arrow
3) to send the survey.
You will have a confirmation screen pop up (below)
Click ok to send the survey, Cancel to not send.
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7. Survey Statistics
When you click on this, please choose “Survey Stats” (green above) from the company
menu.
This will take you to the search for survey page to search for the survey to view stats on
Fill in the search field and hit “find” (green arrow 1. This will list the surveys sent. Click
on one to see the overall stats for that survey.
From here you can see the stats on the survey and download a CSV of those items
(below)
Click on “Create CSV file” (yellow arrow 1 above) to save a CSV of the survey stats.
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Event Management
The MRM system contains a comprehensive events system that allows for both
in-CRM and online registration for events. The events system allows for creation
of events, sub events and event groups and includes functionality that supports
session selection, and options – such as optional materials, meals or other such
items.
Management of events is a straightforward process and is outlined in the section
below.
Managing Events
The events function can be found on the MRM menu on the CRM
main menu bar. Select this icon to access the MRM menu. If you
do not see this icon, then you do not have sufficient security rights
to access the MRM menu:
The MRM menu contains many different options depending on your security
permissions. There are two options that appear related to Event Management:
If you do not see these options and believe you should, contact your system
administrator; your user account will need to be updated to
include the “Manage Events” security permission, found on
your CRM user profile:
Event Management
Event Planner
Used to create and modify events,
items sold for events, event groups,
etc.
Used to manage the flow of event
registrations and attendees
Selecting the “Event Management” option on the menu will take you to the CRM
Event Manager Sub-Menu:
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Events
Event Groups
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Used to create, edit and delete
individual/specific events, define the
sellable items for the events, etc.
Used to define event groups. Event
Groups are used to allow
simultaneous registration in multiple
events, either as a package (fixed
fee) or on a pick-and-choose basis.
You must first create/define the
individual events in the “Events” area
before using Event Groups.
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Creating / Editing an Event
To create or edit an event, click the “Events” option on the CRM Event
Management Sub-Menu (“Manage Events & Options”). You will be taken to the
event search screen where you can find the event you want to edit, or click “New”
to create a new event.
To view/edit an event, click the name of the event. You will be taken to the view
screen for the selected event.
To add a new event, click the “New” button indicated by the black arrow above.
You will be taken directly to the new event screen.
The View Event Screen
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When viewing an event, click “Change” to begin editing the event. If it is a new
event, you will automatically be in the “Edit’ mode:
The following fields appear on this screen:
Field
Event Location
Required
No
Event Series
Accpac Invoice
Account Set
Yes
Accpac OE Location
Yes
Name
Yes
Event Start Date
Event End Date
Description for Web
Yes
Yes
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Use
Enter the location of the event here.
This location will be displayed to
users, and may be searchable by
users.
If you wish to use season tickets
(passes) select the season ticket
series this event belongs to. Anyone
with a matching season pass will be
auto-registerred into this event.
If you are using Sage 300 ERP AR
integration, you must specify an
invoice account set for the created
invoice. If you are using a different
integration method, this field should
not be displayed.
If you are using Sage 300 ERP OE
integration, you must specify an
invoice location for the created invoice.
If you are using a different integration
method, this field should not be
displayed.
The name of the event in simple text
format, primarily used for displaying in
lists of events or when searching
events.
The date and time the event starts
The date and time the event ends
A HTML description of the event,
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List on Web start
Date
List on Web End Date
Online Registration
Display Start
Online Registration
Display End
Featured Event
List on Website
Can Register Online
Maximum Attendees
Expected Attendees
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Yes
primarily used for display on the web
self-service portal. Can include any
HTML, images, etc. Normally this is
populated/managed by using the
“Advanced Formatting” button found
on the right hand side of the screen –
but it is possible to code the HTML
manually if desired.
The date and time to start showing the
event on the website. This means at
this date and time the event will
become visible on the web. Only used
if “list on website” is enabled.
The date and time to stop showing the
event on the website. Only used if “list
on website” is enabled.
The date an time to open registration
on the website. Only used if online
registration is enabled.
The date an time to close registration
on the website. Only used if online
registration is enabled. Often this date
is a day prior to the event to allow time
to print name badges or other
materials. After this date/time
registrations can still be recorded
within the CRM system itself, just not
self-service online.
Indicates this event should appear in
the list of “featured” events on the
website, if you are using the standard
self-service events search screen. If
you are not, then this field has no
effect.
Should the event be listed on the
website or not.
Are online registrations permitted or
not.
The maximum # of people that can
attend this event. This field has no
impact on the system, but is used for
reporting purposes to indicate when
the event should be considered full. It
does NOT automatically cause the
“sold out” options to turn on.
The # of attendees you expect. This is
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Parent Event
Sold Out
Sold Out Message
Member Only
Reg Notify Email
Reg Notify User
Tax Group Override
CRM Systems
for reporting purposes and can be
compared to the maximum, and actual
# of attendees.
This field is only used of this event will
be a “Child” of another parent event.
See the section below that discusses
Parent/Child events.
Is the event sold out, or not. Check
this box once the event is full. It will
cause the “Sold Out Message” to be
displayed to users on the website. If
checked, no further online registrations
are permitted, but CRM users can still
process registrations.
The message you want to display to
users who try to register for the event
online, displayed if the “Sold Out”
option is checked.
Check this box if this event should be
visible only to active members. If
checked, the event will be invisible to
anyone who is not logged in, or who is
logged in but is not an active member.
If you want an email notification sent
for each registration – normally to a
staff member, enter their email
address here.
If you want a CRM task notification
generated for each registration, in this
case always to a staff member, select
the staff member here. A “ToDo” will
be placed on their task list.
If the sales taxes for this event need to
be specifically identified – for example
if it is a physical event, then the taxes
due will normally be those in the
city/state/province where the event is
held. If this is not specified then the
sales taxes charged to the customer
will be those applicable to the
customer based on their tax settings –
not the event’s. Note: You cannot mix
different tax jurisdictions on the same
“cart”, so if you override tax on an
event, and the person tries to add it to
a cart with another event that has a
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Official Tax Receipt
Template
Completion Certificate
Template Name
Event Host
Event Type
Short Text
Description
External Web URL
CRM Systems
Yes
different tax configuration – the user
will be blocked from doing so and will
have to “check out” separately.
This field has no function for default
MRM implementations, but if your
organization needs to issue official
government tax receipts, your MRM
implementation may have a process
implemented for you that does so. In
that case, enter the HTML filename of
the template used to generate the tax
receipt.
This field has no function for default
MRM implementations, but if your
organization needs to issue official
completion certificates once an event
has been attended (common if the
course is an educational requirement,
etc), your MRM implementation may
have a process implemented for you
that does so. In that case, enter the
HTML filename of the template used to
generate the tax certificate.
The name of the person presenting or
hosting the event. Sometimes the web
site search for events includes a
“Host” search if people wish to see
particular presenters.
This is a standard CRM select list, and
you can alter the options in this list
however you wish. This field is used to
categorize the events by type, such as
“Luncheon”, “Course”, “Seminar” etc.
Sometimes the event search on the
self-service portal is configured to
allow search by this value.
A short (255) character text description
of the event. This is used to display in
the “results grid” during an event
search in CRM, or online. It cannot
contain HTML like the full description
but should give a basic outline so the
user can scan the list of results and
understand what the event is about.
If there is an external website related
to the event (for registration, or just for
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Advanced Formatted
Name
Event Item Select
Text
Session Select Text
CRM Systems
information purposes) enter the URL
here. This URL will be displayed to the
user on the website when viewing the
event details.
Much like the “Description for Web”,
this is a HTML capable version of the
events name and allows you to format
the text (bold, colours, etc) as desired.
Normally managed using the
“Advanced Formatting” option on the
right hand menu bar.
The text to display on the web site
above the “items” a user can choose
to purchase. If you enter text here, this
is what will be displayed when the user
views the event. If the text you enter
here begins with the 4 characters:
CRM_ then this indicates you wish to
use a CRM translation. Doing so
allows, for example for the text
displayed to the user to be varied
based on the web site visitor’s
language. You can “make up” a
translation code such as
“CRM_ExampleText1”. You must then
create a CRM translation with caption
family “CRMWEB”, caption code
“CRM_ExampleText1”, and family
type “Caption”. You can then specify
the language translated values for
each language CRM is configured to
support.
above the “sessions” a user can select
from. If you enter text here, this is what
will be displayed when the user views
the event. If the text you enter here
begins with the 4 characters: CRM_
then this indicates you wish to use a
CRM translation. Doing so allows, for
example for the text displayed to the
user to be varied based on the web
site visitor’s language. You can “make
up” a translation code such as
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Item Option Select
Text
support.
above the “options” a user can choose
to add. If you enter text here, this is
what will be displayed when the user
views the event. If the text you enter
here begins with the 4 characters:
CRM_ then this indicates you wish to
use a CRM translation. Doing so
allows, for example for the text
displayed to the user to be varied
based on the web site visitor’s
language. You can “make up” a
translation code such as
support.
Configure your event and click “Save” to save the changes.
You have successfully created and/or edited your event.
CRM Systems
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Creating a Sub-Event
Creating a Sub-Event in MRM follows the same process as creating a parent (or
non-related) event.
Parent / Child event relationships are created in cases where you wish to have
sub-components of an overall event available for separate registration.
An example of this would be a golf tournament (parent). The tournament may
have a dinner reception afterwards, which is included in the full tournament
registration, but where you also wish to allow people to register separately to
attend.
Registration in a parent event (by purchasing an item), will automatically also
register the person for the child event(s) configured on the item purchased.
There is no difference in the process used to create a parent, or child event itself
– except that on the CHILD event, you must select the PARENT event using the
Parent Event Field:
When you configure items for sale on the parent, it is only child events that have
that “parent” selected that will be available to choose from for inclusion in the
registration.
As a result, when configuring parent and sub-events, its important you define the
events FIRST, and then, once the events and their relationships are defined, you
can then return to the parent and child events and configure the ITEMS available
for sale.
Create your parent event, then create the one or more sub-events (if any). After
that is done, continue adding items to your events as necessary.
CRM Systems
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Creating / Editing Event Items (Items For Sale)
Creating an event is the first step to enabling event registration. However, before
a registration can be processed you must add one or more items to the event.
Event Items are what is “sold” to a customer, and result in an event registration of
one or more “attendees”. How many attendees depends on the configuration of
the item sold.
To add, edit, or delete an item from an event, first locate the event following the
instructions found in the prior section “Creating / Editing an Event”
Click on the event in the event search grid, to view it.
Towards the bottom of the screen you will see a section for “Event Item List”. If
there is already one or more items, it will appear like this:
Click on the item you want to edit, or click “New” to create a new item. If you click
“New” you will proceed directly to the “Edit” mode of a new item, if you click on an
existing item you will be taken to the “View” mode of the item – click “Change” to
edit it:
The fields on this screen are as follows:
Field
AR Distribution Code
CRM Systems
Required
Yes
Description
If you are using the Sage ERP 300 AR
integration you must specify an AR
Distribution code that corresponds to
the code you wish to be placed on the
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Item Description
Yes
Number of Attendees
Yes
Available on Internet
Seat as Group
Sub Events Included
Member Price
Non-Member Price
CRM Systems
summary invoice that will be created
by MRM. This must be a valid AR
Distribution code in ERP 300.
A description of the item being sold.
This description is seen by the user on
the self-service website and will also
appear on the invoice detail line /
receipt once generated.
The # of people/seats/spots/individuals
included in the sale of this item. If the
item is a “single person” then the
proper value would be 1, if the item is,
for example a table of 8, then the
correct value would be 8.
Is this item visible on the web selfservice portal. If this is not
checked/enabled then other settings
that control its display and availability
are ignored.
If the # of attendees is > 1 then this
field is used to indicate if you would
like the people to be grouped together.
For example. A golf tournament
Foursome would be a “group” and they
would be kept together – however a 3
pack of attendees to a trade show may
not be if you want the people spread
out in the venue.
Refer to the section above for “Parent /
Child Events”. When defining an item,
if the associated event is a parent, then
all of the child events associated to the
parent will appear here. Multi-select
the children you want to “include” in the
registration for the parent.
This field is used if you are not using a
pricing formula, and if you are not
using member-tier pricing. The price
specified will be charged to customers
who are not active members, who
register AFTER the earlybird expiry
date (if one is specified, if not, then
earlybird does not apply)
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Member Early Bird
Price
Non-Member Early
Bird Price
Allow Edit Online
Meal Available
Meal Preference as
Text
Meal Types
CRM Systems
who are active members, who register
AFTER the earlybird expiry date (if one
is specified, if not, then earlybird does
not apply)
who are not active members, who
register ON OR BEFORE the earlybird
expiry date (if one is specified, if not,
then earlybird does not apply)
who are active members, who register
ON OR BEFORE the earlybird expiry
date (if one is specified, if not, then
earlybird does not apply)
If checked, then registrants to an event
are able to log into the website after
they have registered and adjust the
attendee information for their
registration. They are able to do so
until the online registration end date –
at which point “edit”ing will be autodisabled. This option does not allow
cancellation – only adjustment of the
names/email/meal preferences of
those attendees included in the
registration.
If a meal will be served at the event,
check this box.
If a meal is being served you can ask
for attendee meal preference with
either a “text box” where they can type
their dietary restriction, or with a select
box where they can pick from the
available meal types. If you want to
use a text box style input, check this
box.
This is a standard CRM select list and
you can edit it to include any options
you would like to be available to
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Member Only
OE Item
OE Item UOM
Price SQL Formula
CRM Systems
choose from. In this field, multi-select
those items you would like the
registrant to be able to pick from at the
time of event registration (or afterwards
if “Allow Edit Online” is enabled)
regarding their meal preference.
Check this box if you want this item to
be visible only to active members.
Non-members (or suspended
members, etc) will not be able to see
this item, and therefore cannot
purchase it.
If you are using ERP 300 OE
integration you must select an OE item
to be placed on the order detail line.
This requires that the item from ERP
300 is first imported into the CRMOE
module. See documentation on
CRMOE for details.
This is the unit of measure to specify
for the selected OE item. Only applies
if you are using ERP 300 OE
integration and must correspond
properly to the OE item selected in the
item above.
If you are not using Member Tier
pricing, and you want to calculate
prices by way of a SQL formula – most
likely because pricing is more complex
than just Member/Non-Member
EarlyBird/Non-Early bird, then a SQL
Price formula can be specified. This
SQL SELECT statement should
evaluate to a number – the price you
want to charge. You can include
“merge fields” in the format
#fieldname# and those fields can be
from any of the views
“vSummaryPerson”,
“vSummaryCompany”,
“vC21_Assoc_Event” – however you
must ensure that whatever fields you
refer to or views you incorporate exist
not only in the CRM database, but also
in the MRMWEB database – as the
formula will be evaluated on the
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website when users self-register. An
example of a valid SQL script is:
SELECT CASE WHEN comp_idcust is
null THEN 45 ELSE 30 END FROM
Company WHERE comp_companyid =
#comp_companyid#
This script charges $45 if the person is
not currently a customer, and $30 if
they are. Note – its not related to
membership status, just to customer
status and pays no attention at all to
earlybird – quite different than the built
in 4 fields for pricing.
Display Condition
SQL
If a SQL formula is specified it will be
used instead of the 4 pricing fields.
However, SQL formula is superceeded
by Member Tier pricing, if it is in use.
This SQL script determines if an item is
visible to the website visitor. It has no
impact in CRM.
The SQL select script should evaluate
to either a 0 (false) or 1 (true).
You can include “merge fields” in the
format #fieldname# and those fields
can be from any of the views
“vSummaryPerson”,
“vSummaryCompany”,
“vC21_Assoc_Event” – however you
must ensure that whatever fields you
refer to or views you incorporate exist
not only in the CRM database, but also
in the MRMWEB database – as the
formula will be evaluated on the
website when users self-register. An
example of a valid SQL script is:
SELECT CASE WHEN comp_name is
not null THEN 1 ELSE 0 END FROM
Company WHERE comp_companyid =
#comp_companyid#
This SQL statement controls only if the
item is shown or not.
CRM Systems
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Deferral Enabled
Deferral GL From
Deferral GL To
CRM Systems
Yes
By default an invoice for event
registrations is created and dated the
date of the registration itself. The
event(s) on the invoice however could
be well in the future and could be on
multiple dates. This causes a problem
related to recognition of revenue. By
default revenue will be recognized on
the invoice date. If you want revenue to
be accumulated into a “Deferred Event
Revenue” GL Account at the time of
registration, and then moved to
“Earned Revenue” on the date of the
event – which would most closely
follow GAAP accounting principles, you
should enable this option. If you
enable this option you should ensure
that the AR Distribution Code OR OE
Item that you selected for this item is
properly coded in the ERP system so
that the GL account used by the item
will deposit revenue into
UNEARNED/DEFERRED Event
Revenue.
If you use ERP 300 AR integration you
do not need to fill in this field.
If you use ERP 300 OE integration you
must specify the GL account that
unearned revenue has been placed
into, and from which it will be taken
when it is transferred on the event
date, to earned revenue. This should
be a valid unformatted ERP 300 GL
Account code.
For both AR and OE integration modes
you must specify the ERP GL account
code that represents EARNED event
revenue. Revenue If deferral is
enabled, on the event date revenue
will be moved FROM the “FROM GL”
to the “TO GL” automatically by MRM.
No human intervention is required for
this to happen. Note: for this to occur
the MRM Maintenance Service
(windows service) must be running,
and must be enabled to run the “Daily
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Attendee Names
Required
Attendee Email
Required
Tax Group Override
Tax Class 1 Override
CRM Systems
Maintenance Processes”.
Check this box if you want to
REQUIRE the user registering for an
event to provide the names of all the
attendees at the time of registration.
This applies both to CRM users, and
WEB users.
Check this box if you want to
REQUIRE the user registering for an
event to provide an email address for
all of the attendees at the time of
registration. This applies both to CRM
users, and WEB users.
If you need to override the tax group
for the event for this specific item (the
event has a TAX group override as
well), specify it here. This would be
rare and would only be used in cases
where particular laws make specific
items taxable in a way that other items
are not.
If you need to manually override the
tax class (ie, taxable status) for TAX1
in your ERP setup for this item, specify
the override here. If not specified the
standard ERP taxation rules for
taxability and rate will apply.
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Has Options
Has Sessions
Use Member Tier
Pricing
CRM Systems
This field is normally read only and you
would not specify a value. Indicates if
the event item has “options”. See the
section below regarding event options.
would not specify a value. Indicates if
the event item has “sessions”. See the
section below regarding event
sessions.
would not specify a value. It will
automatically be checked if you choose
to use “Member Tier Pricing” – which
you can do by clicking the “Member
Tier Pricing” button on the top right
hand of the screen.
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Member Tier Pricing
The event item system supports pricing by member tier. In order to use this
function you must first have defined all of your member tiers in the Membership
Management section of the MRM System. See the documentation for Member
Tier management for details.
Member Tier pricing allows you to charge different standard and early bird prices
to each member type/tier easily, and also control which member types can see
and purchase different items.
To use and specify member tier pricing, when in VIEW
mode on the Event Item screen, click the “Member Tier
Pricing” button on the right hand side of the screen:
After clicking this button you will see the pricing & display builder:
This screen has the following columns:
Column
Member Tier
Display
Price
Early Bird
CRM Systems
Use
Read only, lists the member tier
Check this box if you want this
member tier to be able to “see” this
item and purchase it.
The regular price for this item, for
this member tier/type
The early bird price for this item, for
this member tier/type. This field is
only used if there is an earlybird
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enabled.
Each row in the screen is a different type of member / customer.
There are 2 “special” rows – the last 2, these are:
NONCUST - This is for registrants who are not currently customers – meaning
they have no customer # and have never purchased anything from you before.
NONMEM – This is for registrants who are not members, but who are customers,
meaning they have purchased something from you before, and have an assigned
customer number.
Make your changes and click “Save” to save them. You will notice after doing so
the “Uses Member Tier pricing” checkbox on the Event Item screen will be
“checked”. If you wish to turn OFF member tier pricing,
you should edit the event item (click Change) and uncheck this checkbox, then save your changes.
CRM Systems
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Creating / Editing Event Item Options
The MRM events system allows you to offer “options” - items that are sold to the
customer above and beyond their event registration. These “options” can be
required or optional, and can be “price included” or “additional fee” based.
Event Item Options are defined/configured at the event item level.
To manage event item options you must first locate your event, and your event
item as outlined in the section above titled “Creating / Editing Event Items (Items
For Sale)”
When viewing your event item, below the main entry screen there is a list of
currently configured event item options:
You can click on an existing item to view/edit it – or click “New” to add a new one.
If you click “New” you will be immediately taken to edit mode.
If you click on an existing item you will be taken to view mode and can click “Edit”
to edit the item.
Field
Name
Required
Additional Fee
Unit Price
CRM Systems
Required
Yes
Use
This is the name/description of the
item offered. Will appear to the user in
CRM and WEB and will appear on the
invoice detail line.
Check this box if purchase of this item
is mandatory with registration.
Check this box if choosing this item
will result in an additional charge
beyond the event item fee itself. If this
box is unchecked, then the values
entered into unit price and earlybird
price are ignored.
The price to be charged for this item if
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Earlybird Price
Revenue Deferral
Enabled
Deferral GL From
Deferral GL To
ERP AR Distribution
Code
CRMOE Item
CRMOE Item UOM
purchased after the earlybird date (if
any), if no earlybird then this will
always be the price charged.
The price to be charged for this item if
purchased on or before the earlybird
date.
See the revenue deferral details for
the event item for details on event
revenue deferral. The same rules
apply here – if enabled revenue for the
sale of this item will be deferred, and
recognized on the event date.
If using OE mode, this value must be
specified and must be a valid ERP GL
account code. This value is never
necessary when using AR mode.
If deferral is enabled then a valid GL
account code must be specified here,
and must correspond to the account to
be used for accruing earned event
option revenue.
If using ERP 300 AR integration you
must specify a valid ERP AR
distribution code. This AR distribution
code should either correspond with GL
account for Earned, or Unearned
revenue depending on if you have
enabled revenue deferral.
If using ERP 300 OE integration you
must select a valid CRMOE item. For
an ERP item to be available to select
you must first import it into CRMOE.
See the CRMOE documentation on
item import for more information.
If using ERP 300 OE integration you
must enter a valid unit of measure that
corresponds to the selected item.
Specify your values and click “Save” to save the item.
Your option will now be available during registration – both on the web, and in
CRM (allow time for synchronization of data to the web to occur, or run it
manually to force an update immediately.)
CRM Systems
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Creating / Editing Event Sessions
The MRM system provides the ability to define sessions that are part of an event,
and then configure for each event item, which sessions are available to the
registrant to select from. This includes the ability to define “slots” (ie, time
periods) with alternate sessions, whereby the user can select one item per slot to
attend.
At this time there is no ability to charge additional fees for sessions directly –
however, because the list of available sessions is tied to an event item, you can
have multiple items, each with different possible sessions, and each priced
accordingly.
Configuring event item sessions is a 2 step process. Before starting you must
first locate the event you wish to edit. You can do so using the process outlined
above in the session titled “Creating/Editing an Event”
Step 1: Add A Session to the Event
Once you have selected your event, and are viewing its details you will see at the
bottom of the screen, a list of “Event Sessions”
You can click on one of the items in the list to view/edit it, or click on “New” to
create a new one.
If you click “New” you will immediately be taken to the “Edit” mode where you can
create an item.
If you click one of the existing items you will be taken to the view mode for the
item, and must click “Change” to begin editing the item:
Field
Event
Session Name/Title
CRM Systems
Required
Yes
Yes
Use
The associated event
The name of the session – will be
displayed to the user, should be short
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Slot / Period
Presenter
Description
– this is not the place for a big
description.
The time period for this session. This
is a grouping mechanism – all
sessions that have the same “Slot” will
be grouped together and the user can
pick one, and only one from the group.
This can be something like “AM” or
“PM”, or more descriptive like
“10:00AM – 11:00AM” you can name
your slots whatever you want as long
as the name is identical in all sessions
that occur at the same time and that
you want the user to choose between.
The name of the presenter, if any.
A description of the session. This
information is not currently displayed
to the user anywhere, but will be in
future releases.
Complete the fields as required and click “Save” to complete the action.
Your session is now ready to be added to one or more event items.
CRM Systems
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Step 2: Add the Session to the Event Item
After a session has been created on the event, you can then add it to one or
more event items. This allows you to control which sessions a person who
purchases a specific event item, will have to choose from.
This means that different items can have different sessions available. This could
be used, for example so that “Full Registration” could include session selection,
but a “Spousal Registration” would not, or would include a smaller set of
selections.
You must first locate the event item you wish to specify sessions for. To do so,
refer to the instructions located previously in this document in the section titled
“Creating / Editing Event Items (Items For Sale)”
Once you have found and clicked on your item, scroll to the bottom of the screen
and you will see a list of Event Item Sessions:
You can click on an item session to edit it, or click “Add New” to add a new one.
If you click “New” you will immediately be taken to the “Edit” mode where you can
specify an item session.
If you click one of the existing items you will be taken to the view mode for the
item session, and must click “Change” to begin editing the item:
This screen is very simple – 2 fields, Event Item, and Event Session.
Pick from the list of Sessions associated with the current event. Click save to
add/edit your item session.
The session will now be available for the registrant to select from during
registration.
Repeat for each session you would like the registrant to be able to select from
when purchasing the event item.
You have completed event session configuration.
CRM Systems
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Event PIN Codes
Some events, in particular teleconference or webinar type events require the
issuance of PIN (personal identification number) codes to each registrant, or
each attendee. Commonly these PIN codes are used when dialing into a
teleconference line or webinar session (“please enter your pin”).
MRM Event manager allows you to define a list of PIN codes, that, at the time of
registration are assigned to the registration and/or the individual attendees.
These PIN codes can then be included in the confirmation emails that are sent to
these people, in a similar way to how their seating/group assignments are sent
for physical events.
To access the PIN function, click the “Upload/Update PIN” button on the event
detail screen:
ADD SCREEN HERE
This screen has 2 parts:
 The PIN Upload pane, and
 The PIN List
PIN Upload
The upload pane is used to upload a CSV file of PIN codes that are then
available to the system for auto-assignment to registrants and/or attendees.
The PIN Upload pane has the following fields:
Field
PIN File
Required
Yes
Select Action
Yes
PIN Mode
Yes
CRM Systems
Use
Select the CSV file that contains your PIN list,
that you wish to upload.
Choose from “Add Additional PINs”, which will
append your PINs to the existing event PIN list,
or “Replace Existing unused PINs” which will
delete any unusued/unassigned PINs from the
list, and will then add the PINs from the
selected file. PINs already assigned are
untouched.
Choose from “Registration” or “Attendee”. If
you choose “Registration” PINs will be
assigned one per registration. If you choose
“Attendee” PINs will be assigned one per
attendee. The difference is, in the case where
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the item purchased from the event contains
more than one attendee (say, a group of 5
attendees), “Registration” mode will result in all
5 people getting the SAME PIN, while
“Attendee” mode would result in each person
receiving their own, individual PIN. Match this
to the teleconference and/or web conferencing
solution you use.
The CSV file should have 1 column only, the first row in the CSV is reserved for
a column header (can be anything). PIN codes are considered to be
alphanumeric text regardless of their actual format. Numbers, for example would
be treated as text. PIN codes can be up to 20 characters in length. An example
of a valid file is:
PINCode
900-222-434
333-222-111
222-333-444
MYPIN2
12454334
Notice that PINs can be of any format, and the formats can mix.
To upload a list of PIN codes, select the CSV file by clicking the “Browse” button
next to the “PIN File” field. Select the “Action” you wish to perform (Add or
Replace), and the PIN mode you want the event to use.
Note: The PIN Mode is not related to the specific PINs you are uploading, it is
related to the event itself. If you change the PIN mode from a previous
assignment, the event will change modes and all future registrations will be
assigned PINs on that basis, but all previous PIN assignments will remain.
Click “Continue” to upload and process your PINs.
All PINs added will appear in the lower panel “Event Pin List”.
Event PIN List
The event PIN list displays the list of all PINs previously loaded, or manually
added to the event. PINs are event specific, although the same PIN number can
be uploaded to as many events as you would like.
INSERT PIN LIST SCREEN HERE
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The PIN list contains a special column “PIN Already Used” which indicates to you
if the PIN has been assigned to anyone. The column “Person Name” then
indicates who that person is.
From the PIN list you can click on a PIN to edit/delete it, or you can click “New” to
manually add a single new PIN to the list.
Click a PIN in the list to view/edit or delete it:
INSERT PIN DETAIL SCREEN ASSIGNED HERE
If a PIN has been assigned to someone, it cannot be edited or deleted, only
viewed.
If a PIN has not been assigned, it can be edited, or deleted.
INSERT PIN DETAIL SCREEN UNASSIGNED HERE
The screen has the following fields:
Field
PIN Number
Required
Yes
Use
The text of the PIN
number
To edit the PIN, click “Change”, make your change, and click “Save”.
If creating a new PIN, enter the PIN number into the PIN Number field, and click
“Save”.
To delete the pin, click the “Delete” button, then “Confirm Delete” to complete the
delete process.
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Event Statistics
New in Version 4.01 of MRM is event statistics inquiry. This is a handy event
dashboard style interface that provides a graphical heads-up display regarding
the event and the progression of registrations for the event.
TO access the event statistics you must first locate your event using the
instructions found above in the section titled “Creating / Editing Event Items
(Items For Sale)”
Once you have clicked on the event you wish to see, you will notice several
buttons on the right-hand side of the event detail screen:
The “Show Stats” option provides access to event statistics. Click this option to
view the stats dashboard. Note, the dashboard is loaded at the top of the event
detail screen, and you can scroll down past the dashboard to see the event
details.
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Scroll down past the stats to access the “Hide Stats” button, which will hide them.
The Event Stats interface provides the following information:
Chart
Number of Registrations
Use
Bar chart indicating how many of
each of the event items have been
sold in relation to the others.
Pie chart indicating what % of
registrations were earlybird vs non.
Line chart showing the daily number
of registrations trending over the life
of the registration process
Pie chart indicating the breakdown of
web registrations vs CRM ones.
Pie chart showing the breakdown of
registration by member type,
including non-members.
% Earlybirds
Registered by Day
Registered From
Registered by Member Type
Use this information to keep tabs on registration and its progression.
The dashboard is not editable at this time.
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Event Groups
Once events have been configured, you can proceed to configure event
“Groups”. Event groups are essentially packages of events, or groupings of
events that a user is then able to register into simultaneously. In other words,
instead of having to add each separately they can add many at once.
This provides both benefits and drawbacks
Benefits
You can display related groups together as a “series” or a “program”
You can provide fixed-price pricing for a package of events that is different than
the sum-total of their individual prices.
Drawbacks
You cannot use event sessions in combination with an event group
You cannot use event item options in combination with an event group
There is no direct way for users to pick from different “event items” within
individual events, when you assemble a group you select a specific event item
for inclusion in the group.
Add / Edit an Event Group
First you must access the event group maintenance function, found on the MRM
Admin menu, Event Management sub-menu.
Choose “Event Groups”
You will see the event group search screen.
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You can search for and locate an existing group, or you can click “New” to create
a new one.
If you click new you will be taken directly to “edit” mode where you can enter a
new group.
If you click an existing group you will be taken to “view” mode, and must click
“Change” to enter edit mode:
The following fields appear on this screen:
Field
Category
Required
Yes
Group Name
Yes
Short Description
Yes
Description
Yes
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Use
This is a CRM select
list and you can adjust
the options to whatever
values you would like.
This is how event
groups are categorized
for the purpose of
display.
The name of the group.
HTML supported.
A short description of
the group – normally
displayed on the group
detail screen when
viewing a group on the
portal, or in CRM.
A detailed description
of the “package” or
“series” you are
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supported.
Notice how in the example above the group name and description are complex
HTML code. This is accomplished by using the “Advanced Formatting” button
on the right hand side:
Use the editor to specify the Group Name, Description and Details. You can
upload images, format and colour text, etc. You can paste in HTML code
generated from other sources as well.
When you have completed your formatting, click “Save” to save your changes.
It can take several minutes for your changes to synchronize to the MRM Web
portal. Run the sync manually if you do not wish to wait.
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Event Group Items
Once you have defined a group, or you are viewing an existing group you will see
a list of Event Group Items appear below the event group details pane:
Group Items are the collections of “Events” AND the “Event Items” (combined)
that are included in your group.
You can click on an existing item to edit it, or can click “New” to add a new one.
If you click “New” you will be placed immediately in “Edit” mode and can create
your new item.
If you click on an existing item you will be placed in “View” mode and will have to
click “Change” to edit it:
Field
Name
Category
SubCategory
Is Fixed Price
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Required
Yes
Use
The name of the group item, this will
be displayed to the user next to the
radio button that they select during
registration.
If you want to categorize the items
you can pick the category here. This
is a standard CRM select list and you
can modify the available values using
CRM’s select list editing tool.
If you want to sub-categorize the
items you can pick the sub-category
here. This is a standard CRM select
list and you can modify the available
values using CRM’s select list editing
tool.
Check this box if you want to use a
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Price
Earlybird Price
Earlybird End Date
Min # Selected Items
Max # of Selected
Items
fixed-item / fixed price for the group
items.
If you are using fixed price, enter the
package price here. This price will be
charged if regular price applies
If you are using fixed price, enter the
price you want to charge for earlybird
registrations. This only applies if a
earlybird date is also defined.
Enter the date earlybird registration
expires. If you do not choose a date,
then no earlybird is offered and the
regular price will always be charged.
Only applies if the group item is NOT
fixed price. The minimum # of events
that must be selected by the user.
Only applies if the group item is NOT
fixed price. The maximum # of events
that can be selected by the user. If the
user selects more, registration cannot
proceed and the user will be warned.
Enter your details and click “Save” to save them.
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Event Group Item Links
When viewing an event group, below the detail pane you will see a listing of
“Group Item Links”. These are links to specific events and event items, which
are included in the group (required or optional).
You can click on a specific link to edit it, or can click “New” to add a new event to
the event group item.
If you click “New” you will be placed immediately in “Edit” mode and can create
your new item.
If you click on an existing item you will be placed in “View” mode and will have to
click “Change” to edit it:
Field
Event
Required
Yes
Event Item
Yes
Required
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Use
Select the event you want to
include/offer as part of the package.
Select the event item you want to
include as part of the package. The
list of event items is not currently
limited to the selected event (due to a
CRM bug), so please select carefully
– the event item must match the
selected event.
Check this box if you do not want the
user to have the option to select the
item – it is auto-select and cannot be
un-selected.
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Configure the link to the event/event item and click “Save”.
This event/item will now be included in the group item for the user to select from
or on a required basis.
Note: If the event group item is FIXED PRICE then it does not matter what you
select for “Required”. All events/items in a fixed price group item are considered
required regardless of this setting.
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Event Planner
The MRM event planner is used to view, revise and organize registrations, as
well as to record check-in (attendance) to events.
The event planner automatically adjusts itself to a different “mode” depending on
whether the event occurs in the future (planning mode), or in the past
(attendance mode) and different information is available and requested
depending on the mode.
Planning Mode
Access the Event Planner by selecting the Event Management Sub-Menu.
Click “Event Planner” to access the planner. You will see an event search. Note:
only events that have at least 1 registration will be returned by this search.
Search for and find your event. You cannot create events from the event planner.
Click the event once located to view its planner:
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In planning mode, each row of the grid represents one, single ATTENDEE. One
registration may cause multiple attendees to appear, depending on the # of
attendees you configured on the event item(s) sold. The following columns are
displayed:
Column
Organization
Invoice #
Table
Item
Group Of
Comment
Person
Attendee Name
Email
Meal Preference
Table #
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Use
The name of the customer account
The ERP invoice #, if the order has
been posted to ERP
Is this registration to be seated
together. Comes from the event item
configuration
The item sold.
The # of people in the group, comes
from the event item configuration
If a comment was provided by the
user at time of checkout it will appear
here. (this option was removed in
MRM 3.0, so this column will always
be blank, to be discontinued next
release)
If the attendee is a “person” in CRM,
they will be “selected” from this
dropdown of the “people” associated
with the customer.
If the attendee is not a “person” in
CRM, and instead a name was typed
in, it will appear here.
The email address of the attendee
The attendee’s meal preference.
This column may appear as a select
box, or a text box, depending on the
event configuration.
The Group or Table # assigned to
the attendee. This value is always
specified by the event PLANNER (ie,
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you) and is not auto-assigned or
entered by the registrant. This is how
you group or assign seating for the
event.
You can enter in notes regarding the
attendee for your information, or for
the information of the persons
performing event check in at or after
the event.
This column indicates whether an
event registration confirmation has
been sent to this attendee
Check this box to delete this person
from the list. This does NOT
generate a refund of any kind, but
does remove the person from the
attendee list. Any refund would need
to be processed manually in ERP.
Notes
Sent
Delete
You can edit/change any of the information at any time leading up to the date of
the event. Click “Save” any time you make changes.
Note that each of the columns are sortable, and there can be multiple pages of
results, as in the example above which has more than 10 pages of attendees.
This screen has several buttons:
Button
Back
Save
Add +
Confirm
Change Page (botton, denoted by
numbers 1, 2, 3, etc
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Use
Cancels and returns to the planner
search
Saves the current state of the data
grid, and any changes made
Allows you to add an attendee to the
event, bypassing the entire event
registration process and bypassing
billing. This is normally used for staff,
VIPs, speakers/presenters, etc.
This option allows you to send
registration and attendee
confirmations. See the section below
on confirmations for more details.
Click on one of the page #s to move
forward, or backward in the list of
attendees.
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Registration & Attendee Confirmations
At the time of registration, each registrant is generally sent a “receipt” for their
purchase. This always occurs for web registrations (unless disabled in the
general system admin), and normally occurs for CRM based registrations. The
document sent is a payment receipt, and does not include any specific details
about table or seat assignment, and is not necessarily intended to be a “ticket” to
the event.
For those purposes the system allows for the generation of Event confirmations.
Click the “Confirm” button to send confirmations:
You have a choice to send confirmation to each event registrant (the person who
actually registered) and/or the event attendee – ie, the people who will attend
and whose contact information was selected or entered onto the registration.
To do so, select a CRM email template from the dropdowns provided for
Registrant and Attendee confirmation email templates. You can choose either
one, or both depending on which you wish to send.
The “Send To” select has 2 options:
Everyone
Who Not Received Confirmation
If you choose “Everyone” then each registrant and/or attendee (based on your
template selection) will receive a merged/personalized confirmation.
If you choose “Who Not Received Confirmation” then only people who have not
previously been sent a confirmation, will be sent one.
If you are sending confirmation on a regular basis (say, daily or weekly leading
up to the event) you will probably use “Who not received confirmation” so that
only the net-new registrants/attendees will receive emails.
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All emails sent from the system are BCCd to the CRM Email Management
server’s email filing address (normally [email protected]) to be filed in CRM
under the communication tab of the related profile. For this to work you must
have CRM email manager configured and running.
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Attendance Mode
Attendance mode is similar to planning mode, but because of the timeframe (day
of and after vs prior to) the screen is changed to focus on recording who
attended the event instead of who registered.
Click on an event in the planner search that has an event date equal to or prior to
today’s date:
In atttendance mode, each row of the grid represents one, single ATTENDEE.
One registration may cause multiple attendees to appear, depending on the # of
attendees you configured on the event item(s) sold. The following columns are
displayed:
Column
Organization
Invoice #
Table
Item
Group Of
Comment
Attended
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Use
The name of the customer account
The ERP invoice #, if the order has
been posted to ERP
Is this registration to be seated
together. Comes from the event item
configuration
The item sold.
The # of people in the group, comes
from the event item configuration
If a comment was provided by the
user at time of checkout it will appear
here. (this option was removed in
MRM 3.0, so this column will always
be blank, to be discontinued next
release)
Checkbox, indicates if the person
checked in or registered (ie,
indicates attendance)
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Person
Attendee Name
Email
Meal Preference
Table #
Notes
Sent
Delete
If the attendee is a “person” in CRM,
they will be “selected” from this
dropdown of the “people” associated
with the customer.
If the attendee is not a “person” in
CRM, and instead a name was typed
in, it will appear here.
The email address of the attendee
The attendee’s meal preference.
This column may appear as a select
box, or a text box, depending on the
event configuration.
The Group or Table # assigned to
the attendee. This value is always
specified by the event PLANNER (ie,
you) and is not auto-assigned or
entered by the registrant. This is how
you group or assign seating for the
event.
You can enter in notes regarding the
attendee for your information, or for
the information of the persons
performing event check in at or after
the event.
This column indicates whether an
event registration confirmation has
been sent to this attendee
Check this box to delete this person
from the list. This does NOT
generate a refund of any kind, but
does remove the person from the
attendee list. Any refund would need
to be processed manually in ERP.
You can edit/change any of the information at any time leading up to the date of
the event. Click “Save” any time you make changes.
Note that each of the columns are sortable, and there can be multiple pages of
results, as in the example above which has more than 10 pages of attendees.
This screen has several buttons:
Button
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Use
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Back
Save
Add +
Check all Attended
Confirm
Change Page (botton, denoted by
numbers 1, 2, 3, etc
Cancels and returns to the planner
search
Saves the current state of the data
grid, and any changes made
Allows you to add an attendee to the
event, bypassing the entire event
registration process and bypassing
billing. This is normally used for staff,
VIPs, speakers/presenters, etc.
If clicked, everyone is marked as
attended. Use this if you need to
mark most people attended, and just
want to go back and uncheck those
who did not attend.
This option allows you to send
registration and attendee
confirmations. See the section below
on confirmations for more details.
You can still send confirmations after
the event, if for some reason that
would be desirable. Often this would
be used with a different email
template (perhaps a “thank you for
attending”) message.
Click on one of the page #s to move
forward, or backward in the list of
attendees.
If your system has been configured to generate a tax receipt and/or certificate of
completion (not standard, would have required additional configuration) marking
an attendee as “Attended” and clicking save will cause the generation of these
documents/messages. Talk to your MRM consultant for more details.
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Event Registration – CRM
Registering for an Event
To register a person for an event, you must first locate the person in CRM, and
access the “Summary” tab in the person context. In the bottom right hand corner
you will see an option for “Register for Event”.
Clicking the option will take you to the event search:
The event search will automatically display the next 3 months worth of events,
but you can change the search criteria if you wish.
Click on the event you wish to register for. Note: event registration uses a “Cart”
concept, so you can repeat this activity as many times as you would like, before
“Checking Out”.
Clicking the event will take you to the event detail screen:
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The event detail screen will display basic information about the event, including
any children events you might want to access. Most importantly, however is the
list of Purchaseable Items, which you can select from.
Note the text in the screen shot above that appears under “Purchaseable Items”
but above the list of items – this is the configured “Item Text” from the Event
configuration, and allows you to display instructions or information to the CRM
and Web user that is relevant to the item selection process. Select an item.
Once an item is selected, if the item has related sessions and/or options, the
screen will update and you will see the additional selections:
This portion of the screen has 2 parts:
Event Item Session: Allows for selection of event item sessions
Event Options: allows for selection of Event Options
Event Item Session
It is here the user can select the session attendance. Do so by clicking on one of
the buttons available in the configured time slot. When you select one, it will
change colour to indicate it has been selected:
If you click another item in the same slot, your selection will change, and the
previous will be de-selected and the new one selected. You do not have to
select sessions, all sessions are optional.
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Event Options
It is here the user can pick from any options that have been made available for
this event item. Note, some options are required and are auto-selected and
cannot be de-selected:
In this example breakfast is required (included) and cannot be de-selected. In
this example breakfast has no fee associated with it – but it could, if that was the
configuration.
Lunch/Meal however is optional, and has a fee of $20 associated with it. If the
user selects the lunch/meal the sub-total will change to incorporate the new item:
If you are satisfied with your selections, click “Add to Cart”. If you want to cancel
and return to the event search, click “Search Again”.
After clicking “Add to Cart” you may see the event attendee information screen:
This screen collects information about the attendee(s) to the event. The 1 st
attendee will automatically be populated with the information for the person who
is currently in CRM context (ie, the person you accessed before clicking
“Register for Event”). However, you can change this. If for example someone’s
assistant submits a registration – the registration would be recorded under the
assistant, but the attendee could be changed to to be the supervisor/manager on
behalf of whom the assistant was working.
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If the attendee is a person in CRM, select them from the “Person” drop down. If
they are not, select “Other” in the “Person” select list and type the “Attendee’s
name” into the box, and enter the person’s email address in “Email Address”
field. These fields may be required depending on the configuration of the event
item selected. If they are, you cannot continue (Save) without entering these
values or selecting a person from the list.
If the item includes more than 1 person, the first will be populated with the
current person’s info, and you will need to supply information for the remaining
people before continuing.
Click “Save” to proceed. You will be taken to the “Cart”, which displays the details
of your order to this point:
You can choose to add another event, which will return you to the event search
screen, or to “Check Out” which will take you to the order/invoice created
corresponding to your cart.
Click “Check Out” to proceed.
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Event Group Registration
A user can also process an event group registration in CRM. Event group
registrations allow for registration in multiple events simultaneously without
having to add each one separately. They also provide the ability to have fixedpricing for a “package” of events.
See the section of this document titled “Event Groups” for more details on the
benefits and drawbacks of event groups. They are the same for CRM
registrations as for Web ones.
In fact, the process to perform an event group registration is almost identical in
CRM and on the Web
Performing a Group Registration
Locate a person in CRM and access the “Summary” tab in the person context.
Below the “Register for Event” workflow button you may also see a “Register for
Event Group” button:
Click “Register for Event Group”. You will be taken to the event group listing
page. This is not a search – all event groups will be displayed.
Click on the name of the event group you want to register for, or click “View Cart”
to skip event group registration and review the shopping cart. Event Group
registration populates the same shopping cart as does single event registration,
and the two can be mixed in the same cart.
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The screen displays the basic information about the group, as well as the
categories and sub categories of the event group items. Select the item you are
interested in, and the page will re-load:
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There are 2 types of event group items: Fixed Price items, and Variable Price
items. See the section titled “Event Groups” in this document for more
information on the two types.
If the item is Variable priced, you must then pick one or more of the available
options. Each option you choose will cause the Sub-Total to change.
Click “Add to Cart”
The items will be added into the cart and you will be immediately taken to the cart
screen:
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This is the same cart screen as for individual registrations.
Note: If the event group item that was added to the cart is configured for variable
pricing then you will be able to edit each of the line items separately. If the group
item added was a “fixed price” item then you cannot modify the quantity of any of
the items in the group, but you can remove them – and if you remove one of
them, you will remove all of them:
Notice the items in group “2” have only a “delete” icon. Clicking delete on any of
them will remove all of them.
When you are ready to “Check Out”, click “Check Out” to proceed to the invoice
and payment process.
The invoice and payment process is common for all event registrations.
Registration Check Out
You will see an order/invoice for the items to be purchased. This listing will vary
slightly depending on your integration method, but the items themselves will be
consistent.
Notice here there are 3 items – the Silver Level Attendee, the Breakfast, and the
Lunch. Each is separately itemized on the order, and will appear as such on the
receipt sent to the customer.
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From here you need to either apply payment (the normal process) or if you do
not want to take payment at this time, you would click “Convert to Oppo”.
For information on processing payments, see documentation on your ERP
integration module – CRMOE or CRM AR Invoicing.
Note: PAYPAL payments are not possible from within CRM, because a PAYPAL
payment requires interaction with the actual person paying – meaning the
customer must log into Paypal’s website to issue the payment. As a result, while
PAYPAL is a payment option for self-service transactions (portal) it cannot be
done in CRM itself. This is, in a way, exactly the opposite of CASH payments,
which can be done only in CRM.
Here, we will “Convert to Oppo”, which creates an opportunity. We will be shown
the opportunity, and the workflow buttons associated with it:
We have a secondary opportunity here to process payment if we wish, or we can
“Skip Payment”. If we skip payment we can come back at any time in the future
to apply payment (using the “Process Payment” button, which will remain visible
indefinitely until payment has been made).
After processing payment, or skipping payment, the buttons will change:
Our final step is to click “Finalize Event Registration”. This completes the
registration and sends the registration receipt to the customer, if configured to do
so.
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Note: The Finalize Event Registration button does NOT disappear after being
clicked. It will remain there, and can be clicked repeatedly. Doing so will re-send
the receipt. This button will disappear only after the system has processed the
order and pushed it into the ERP system. The length of time this can take varies
depending on the configuration of the system maintenance processes, but
generally will be about 1 hour.
You have successfully processed an event registration. This registration will now
appear in the Event Planner, and the list of event registrations on the Registrant,
and the individual attendees (if selected from CRM people).
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Viewing Event Registrations
An event registration can be viewed by accessing the person, in CRM who
registered for the event, or the person(s) who are attendees to the event.
Look up the person in CRM and access the person context. The “Event Reg” tab
will be visible:
Click the Event Reg tab to view the registrations for the person.
The “Event Reg” tab has 2 “lists” a “Registerred Events” list, and a “Events
Attended” list.
The “Registered Events” list will display all the events the current person,
themselves, registered for.
The “Events Attended” list will display all the events the current person is an
attendee to. This includes any event where the person was “selected” from the
list of persons available within that company, or where their name matches the
name of a person who was “typed in” during registration within that same
company.
In either list you can click on the column for “Event Registration ID” to view the
registration itself:
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This screen shows the basics of the event registration, as well a list of the
sessions selected, and the options selected. None of these values are editable.
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Cancelling a Registration
MRM allows you to cancel a registration easily. This function does NOT issue a
refund. If you want to issue a refund, it will need to be issued separately from the
ERP system in a semi-manual way. Refunds are planned for future releases of
the software.
Click the “Cancel Registration” button to begin the cancellation process:
The cancellation screen is displayed. By default “No” will be selected. Change
the selection to “Yes”. When you do so, the “Cancel Revenue Deferral” option will
be displayed. Check the box if you want to cancel revenue deferral.
You would select “Cancel Revenue Deferral” if you plan on issuing a refund. If
you do not, then the system will apply the revenue recognition process on the
date of the event, and will move the unearned revenue to earned on that date. If
you also issue a refund you would end up double-counting the revenue(s) for this
event registration.
Click the “Continue” button if visible to proceed with the cancellation.
If you see this message, you have successfully cancelled the registration. If you
do not – then the registration has not been cancelled.
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Event Registration – Web
If you have deployed the MRM customer web-self service portal (the “portal”)
visitors and customers will be able to search, review and register for events.
Precisely how they access the events function of the portal will depend on how
your portal has been implemented into your website. Sometimes this is by way of
a menu option at the top of your web site “Events”, sometimes it is more
complex than this. Contact your MRM consultant for details on how your events
function will, or has been integrated into your web site.
Ideally it should not be necessary to provide a web site user with “training” on
how to search for and register for events. The process is designed to be similar
to other online shopping type systems, and as a result visitors should be able to
navigate the process without assistance.
While a user who has not logged into the website can browse, search, and
assemble a shopping cart of events, they cannot check out without logging into
the portal. If the user has an existing username and password this is a simple
issue, however, if they do not, then they will need to create an account on the
portal as part of the “Check Out” process. See the MRM Portal documentation for
details on account creation – that process will not be covered here.
Browse / View Events
A new method for browsing/searching events has been implemented in MRM
4.0. The new method allows users to easily browse events by month, and to
filter the events by Host (Presenter), Location, and keyword. The event search
page is shown below:
When the user first accesses the page, they will be shown events for the current
month and year. They can click ‘Previous Month’ and ‘Next Month’ to move
through the calendar.
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There is no filter defined by default, meaning all events that the user is otherwise
allowed to see (security applies, such as member only events) is applied at all
times.
If the user selects one or more filter fields and clicks “Filter” then the full list of
events is filtered down to show only those items that match the filter.
Clicking on a particular event will take the user to the event details page for that
event.
Note: From a webmaster perspective, if you wanted to provide a link to the Event
Search page, but start the user off at a month/year other than the current one,
you can do so by pointing your URL to the
/mrm/events/events.aspx?date=MMYYYY
Where MM = the month you want, 2 digits (ie, July = 07) and YYYY equals the 4
digit year. Specifying this will cause the page to load that year and month
straight away.
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Event Details
After clicking on an event, you will then see the event details. The contents
displayed will depend on how the event has been configured – for example, if
there is no “External Web URL” then that portion of the page would not be
displayed:
Note: On implementation of your MRM Portal, the format, or layout of this page
may have been changed based on your specific requirements. If that is the case,
the page may not appear as has been indicated above.
The screenshot above also displays an image – a globe – which was configured
into the web description of the event. In this way you can display any images or
other formatting you would like. Commonly a logo, or a picture of the
presenter/speaker is included in the details section of this page.
This page has the following options;
Option
Schedule Event Reminder
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Use
This option is used for the user to
schedule a reminder email to be sent
to them (email address of their
choice) several days before the
event as a reminder. This function
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Web URL
Sub Event
makes use of a CRM email template
named “Remind Me” – so you should
ensure an email template with this
name exists in the CRM email
template manager. The template
supports merge fields in the format
%fieldname%, and will merge any
field from the view
vSummaryPerson, as well as the
special merge fields %event_name%
and %event_startdate%
If a External Web URL is configured
on the event, it will be displayed
here, and the user can click it.
Clicking will open a new web
browser (or TAB depending on the
user’s browser and browser
configuration) for that website. If
there is no external URL then this
section will not be displayed.
If the event has sub-events then the
sub-events section will be displayed,
and each sub-event listed. The user
can click a sub event, and if they do
the page will change, and the subevent will be displayed.
Below the event details you will also see a listing of the items available for sale
(from the customer’s perspective, they are “For Purchase”, as well as a summary
of the current shopping cart:
The items displayed will depend on the item configuration on the event. Things
such as the current users member status, as well as any custom SQL Conditions
applied to the items will be evaluated, and the list presented will include only
those items the person is eligible to see/purchase.
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The user selects one of the items from the list. At that time the page will refresh,
and any Sessions and/or Options available will be displayed:
Note: In the screen above where the text “Please select an item” appears, your
text will differ. What appears here will depend on your configuration on the event
for the field “Event Item Select Text”. Similarly the text displayed for Sessions,
and Options will vary depending on your configuration for the “Session Select
Text” and “Item Option Select Text”. See the section of this guide titled “Creating
/ Editing an Event” for more information.
The user can now select the sessions they wish to attend (information about
sessions is not displayed, should you wish to provide such information you must
publish a web page using your web site’s content management system, then
provide a link to it in the web description of the event).
The user can also select options, if available. Doing so will adjust the subtotal
based on the selections:
When finished, the user clicks “Add to Cart”, to add the item to their cart.
If the user does not wish to do so, they can click on one of the navigation buttons
that appear below the cart summary:
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“Go Back” will return to the event search, “Proceed to Cart” will take the user to
the cart, without adding the current item, where they can view and manage their
cart items.
Note: There are also 2 buttons at the top of the page:
View Cart: This is the same as the “Proceed to Cart” button at the bottom of the
page, but appears at the top because the page often has to “scroll”, and as a
result the option at the bottom of the page is often not visible immediately to the
user.
Chat: This button only appears if you have enabled the MRM Chat function.
Clicking this button will allow the user to request an interactive chat session with
a qualified member of your staff. See documentation on the chat system for more
information.
After the user clicks “Add to Cart”, they will see the Attendee Contact Details
page:
The user may be required to supply this information depending on the
configuration of the event item being purchased. Also, the screen may display
multiple rows – again depending on the item configuration and if purchase of the
item includes multiple “attendees”.
If the user is logged into the website at the time the item is added to the cart, the
logged in user’s information will automatically be filled into the 1st row of the
attendee list. The user can change this if they would like, but to expedite
registration this is done for them. In the example above the user has not logged
into the website prior to adding the item.
If the contact information is required, the “Skip” button will not be present.
The user can provide the requested information and click “Save” to continue, or
can “Cancel” – if they cancel the item will not be added to the cart.
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Click “Save” to proceed. The user is returned back to the event details screen,
and the cart summary at the bottom of the page is updated:
Note: The “We require 24 hours notice of cancellation for full refund” is a
message that is configured in the “web.config” file on the MRM web portal web
server, and can be changed based on your requirements.
The user can click “Proceed to Cart”, or can click on the hyperlinked “Cart (Items:
1 Total: $42.00 CAD)” link to proceed to the Review Cart.
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Event Groups
If you have deployed the MRM customer web-self service portal (the “portal”)
visitors and customers will be able to search, review and register for events.
They may also be able to access Event Groups, if you have enabled that function
of the system.
Precisely how they access the event groups function of the portal will depend on
how your portal has been implemented into your website. Sometimes this is by
way of a menu option at the top of your web site “Event Packages”, sometimes it
is more complex than this. Contact your MRM consultant for details on how your
events function will, or has been integrated into your web site.
The user clicks on a link to access the list of event groups, the list is displayed
and includes the configured event group descriptions, including any images,
colouration, etc that have been configured and uploaded:
Each “Event Group” has a “Registration” button (the label can be changed in
CRM Translations) that the user clicks on to proceed to the details of the event
group. There are no filters or other search mechanisms for event groups.
The event group detail is displayed. The information presented is based on the
configuration of the event group
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The screen includes the following information:
Item
Category
Sub Category
Items
Description
Each event group category is listed
depending on the group
configuration
Within each category there will be
one or more subcategories listed,
depending on the group
configuration
Under each subcategory will appear
one or more group items, essentially
“packages” that have been
configured in the CRM event groups
system..
The user selects one of the items from the event group item list. There are two
types of event group items, Fixed price items, and variable price items:
Fixed Price Item
With a fixed price item, the cost of the package is a fixed price, and so too are
the included items (events) included in the package. In this regard there is
nothing further for the customer to select – the package is the package.
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Variable Price Item
For variable price items some of the events can be “required” (configured on the
event group items config), and others can be optional. The user is able to pick
and choose from the optional items, and the sub total is adjusted accordingly
Note: Event SESSIONS and event OPTIONS are NOT SUPPORTED when an
event group is used. These optional event configurations are supported only for
single/individual event registrations. Also note that multi-attendee event items
ARE supported by the event group function.
The user can click “Cancel” if they do not wish to proceed.
The user clicks the “Save” button to save the group selection and add it to the
cart.
The system will add all of the items from the event group into the cart, and will
automatically display the cart to the user. It is possible to continue shopping and
add more event groups into the cart, or to go to single events and also add them
to the cart, before performing one single consolidated check out.
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The cart example above shows the cart after 2 event groups have been added –
one is the “Fixed Price” option shown previously (see in the cart as Group 2), and
the other is the variable price option (see as Group 1) shown previously.
If an event group is variable price, then it is also possible to individually change
the quantity of any of the individual events in the cart, for example the last line in
the cart above can be changed to quantity of 2 all on its own:
However, if the group is fixed price, then it is not possible to change the quantity
at all – the quantity field is “disabled” for those items.
Similarly if a group is variable pricing, it is possible to remove a individual event
from the cart by clicking “Remove” and then “Update Cart”:
However, if you remove any single item that is part of a fixed-price group, the
system will remove all of them - it’s a fixed package, it cannot be varied.
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When the user is satisfied with their selections, they can click “Proceed to
Checkout” to continue to the checkout process. There is no difference between
checkout for event groups vs single events.
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CheckOut Step #1: Review Cart
After adding an item to the cart, or after clicking the “View Cart” or “Proceed to
Cart” buttons, the user is taken to the cart summary page.
Review Cart is Step #1 in the 4-Step “Checkout” Process. Users are stepped
through the check out process in a “wizard” style procedure.
On this page the user can review and adjust their cart, change quantities, remove
items from the cart, edit the attendee details of the item in the cart, and view the
financial summary of the purchase.
Note: If the user has not yet logged in, as shown above, then sales-taxes cannot
be calculated and are not displayed. After the user logs in, this will be calculated
and displayed to the user.
After making any changes to the cart the user must click “Update cart”. The
change will be made and the screen will refresh, displaying the updated
information.
If the user clicks “Continue Shopping” they will be returned to the event search
screen.
If they click “Start Checkout Process” they will proceed to Step #2 – Billing
Information Review.
However, if the user is not logged into the portal at this time, the system will first
require them to do so, directing them to the portal login screen. After logging in
the user will be automatically routed back to Step #1
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If the user does not have an account, they will need to create one at this time.
The user’s cart will be preserved and they can attempt to check-out again after
they complete the account creation process.
Important Note: After logging in, it is possible the customer will be entitled to
different pricing for the items they have placed in their cart. Perhaps member
pricing, or perhaps other pricing based on pricing formulas or member-tier pricing
configuration. After logging in the portal will automatically adjust the prices
charged to the customer to their correct value based on the logged in user.
After login, the cart is presented again, but now pricing has been updated, and
sales-taxes have been calculated:
User clicks on the ‘Checkout’ button to proceed to step #2.
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Checkout Step #2 – Billing Information Review
The user is presented with their current on file billing information for the
membership account they are associated to. Note, this is not necessarily their
PERSONAL information, nor is it the information that is attached to the credit
card they will provide later in the process. This is the billing information for their
membership account:
Most of the time this information will be correct and no adjustments will need to
be made, and the user can just click “Next Step”. However if it requires
adjustment, the user can click “Edit” to modify the information and correct any
errors. Such adjustments will update the membership file, and will flow back into
both CRM, and the ERP system.
Click “Next Step” to go to step #3.
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Checkout Step #3 – Payment
The payment step is the point of “no return”. Once payment has been applied,
the order is completed automatically. Up until payment is applied the cart can
always be cancelled, items removed or changed, etc.
The payment screen has 2 sections, the “Cart Information” section, and the
“Payment” Section:
Cart Information Section
The cart information part of the screen summarizes the payment that is about to
be made, confirming the subtotal, tax total, and the specific amount that will be
charged to the customer.
It also allows the user to provide a promotion / coupon code if they have one,
that will entitle them to a discount of some kind on their purchase.
For details on promotion codes, see the section of this document titled
“Promotion Codes”. If a promotion code is applied (only one can be applied to
any given cart) then the subtotal and total of the cart will be adjusted and the
page will be refreshed with the new totals.
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Payment Section
The payment section is where the customer provides their payment information.
By default the payment method selected is “Credit Card”, and in most cases
“Credit Card” will be the only payment method allowed for online purchases.
However, it is possible to configure MRM to allow users to indicate that they will
pay at a later date by Cheque (Check).
Credit Card Payments
If the customer is paying by credit card, the screen will appear as above. The
user enters their credit card type (options available will depend on which cards
you accept and will be configured my your MRM consultant at the time of
implementation), as well as the other credit card information, including the CVV
security code, and the address information associated with the credit card.
Note: At this time MRM does not, by default use the billing address information to
verify the credit card, nor does it use the CVV code. These are collected for
record keeping purposes only should you have a dispute with a customer, and to
provide consistency with MRM deployments where these values ARE used. Talk
to your MRM consultant about making used of these values if they are important
to you.
After entering payment details the customer clicks “Process Payment” to
proceed. The credit card is immediately verified and processed, and the user is
taken to step 4. If the card is declined, the user is also taken to step #4, but will
see a message indicating payment has failed and that they should try again/
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Cheque (Check) Payments
If you have configured MRM to allow customers to check out without applying
payment, essentially allowing them to indicate the “cheque is in the mail”, then
the “Cheque” option will appear, and the user can select it.
Note: Cheque payments are enabled in MRM’s administration menu under the
“Web Config” option, and the “Enable Cheque For” field. This field allows for
enabling cheque payments separately for different types of transactions – event
registrations are included in the “CART” option on this field.
The screen changes and instead of having to provide payment information the
user is shown a message that indicates what they should do, and where they
should send the cheque.
The message displayed is a CRM translation with the Caption Family
“MRMWEB” and the Caption code “CHKcheckout”. You can adjust the message
in CRM to say whatever you would like (it is also multi-lingual so you can provide
the message in different languages).
The user clicks “Continue” to proceed to Step #4.
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Paypal Payments
The paypal process is substantially different than the other payment methods.
This is because Paypal payments require the portal user to leave the MRM
portal, log into Paypal’s website, authorize the payment, and then return to the
MRM portal to complete the transaction.
The process is as follows, the flow is automatic for the user:
Portal CheckOut  Review Charges  Choose Paypal  Log In to Paypal 
Confirm/Accept Charges  Return to Portal and Confirm  Payment Processed
ADD CONTENT HERE
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Checkout Step #4: Order Completion
The user arrives at Step #4 in one of 3 ways. The message displayed to the user
will vary depending on which of the 3 applies.
1. A Cheque payment has been selected
Cheque payments are always “successful”, because they really are not
“payments” they are just promise of future payment. A receipt is sent to the
customer, but the receipt will clearly indicate the balance due.
2. A Credit Card payment was chosen and processed successfully
A receipt is sent to the customer indicating 0$ due.
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3. A credit card payment was chosen and processed unsuccessfully
No receipt is sent, as payment failed.
Re-try payment will return the user to Step #1, and they can try checking out
again.
Sometimes when a CC fails the bank returns no information about why, as
above. However sometimes it does, such as indicating invalid expiry date, or
expired card, or insufficient credit – this is the EXCEPTION and not the rule.
Banks increasingly return no information other than “Declined” for privacy
reasons, and a customer would need to contact their bank for more information.
Note: The information returned also varies depending on the credit card gateway
system your organization is using with MRM. For more information contact your
MRM consultant.
Event Registration is complete.
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Member To Member
Member to Member functions allow members and customers to communicate
with other members and customers in various ways.
This includes:
 Non-Member Directory
 Job Board
 News Board
 Event Board
 Offer Board
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Non-Member Directory (Buyer’s Guide)
The non-member directory is driven from the self-service portal, and is displayed
in the self-service portal. Web users can submit listing requests, pay for them,
and can access the directory of approved listings.
Review/Approval of Submitted Listings
After a web user submits a directory listing request, several things happen:
1. If a fee is required, then the order, and payment (if any) are queued for
posting to the ERP system
2. A “tentative” directory listing is populated into the directory, this tentative
listing must be reviewed by a staff member, and approved
3. Once the listing has been approved, and only after payment (if applicable)
has been received, the listing is activated in the directory
If no fee was levied, then payment is “automatic”, meaning the item is
automatically considered “paid”.
If a fee was levied, but payment was not applied (for example if the web user is
permitted to use the “Pay by Cheque” option), then it is possible for a staff
member to approve the listing before payment. If this happens then the directory
listing will be approved, but its status will not become “Active” in the directory
until payment is received. The MRM system will automatically detect once
payment has been applied to the invoice, and will then activate the listing.
To review and approve requests, manually add new listings, or disable/delete
listings, you must start by accessing the ‘Non-Member Directory Listing’ option
on the general MRM menu (not the admin menu).
Note: Only CRM users who have the “Manage Member to Member” security
option enabled in their CRM user profile will see and have access to this option.
Enable this setting on the CRM user’s profile to grant access to manage this
directory:
The directory listing search screen is displayed:
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To create a new manual entry, click the “New” button.
To View/Edit/Delete an entry, click on it in the list of results.
The screen is broken into 2 parts, the Listing Details, and the Description
Display.
The listing details panel has the following fields:
Field
Business Name
Required
Yes
Tagline
Status
Yes
Account
Yes
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Use
The text display name that will be shown
in the directory. This does not have to be
the same as the account name in MRM.
Text “tagline” to display below the name
something like “we are awesome at what
we do”
The current status of the listing. Newly
submitted listings will be “Tentative”, and
it is the CRM user’s responsibility to
review the listing, then edit and change
this field to “Approved”. Only approved
items appear in the directory.
Select from the list of accounts
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List Start Date
List End Date
Categories
Products & Services
Type
Date Paid
Order #
Show Website Address
Show Logo
Logo File Name
Website
(companies) in CRM, which
customer/member/contact has submitted
this listing. If it was submitted from the
web, this will be pre-populated based on
the account used to submit it.
The date the listing should first appear in
the directory.
The date the listing should last appear in
the directory. It will automatically
disappear from the listing after this
date/time
Yes
Multiselect. Pick the categories the listing
will appear under. You can pick as many
as you want here – although the portal
user will be restricted in the # of items
they can select based on the
configuration of the “Other Fee” that they
select.
Enter the products and services provided.
Select from the “Other Fees” which one is
to be associated with this entry. If you are
creating manually a new entry, this is for
info purposes ONLY, an invoice is not
automatically created, you would need to
do so manually using the order
processing system.
The date/time payment was received.
This will be auto-populated, but can be
set manually.
Readonly The order # associated with this listing. Is
auto-populated when an item is submitted
from the web.
Checkbox. Check if you want to display a
web URL in the listing. Will display the
URL in the “Website” field.
Checkbox. Check if you want to display
the submitted logo in the listing. Displays
the logo image listed in the “Logo File
Name” field.
The filename of the logo. This will be
auto-populated based on the logo that
was uploaded by the web user at the time
the entry was submitted.
The web URL to display.
Add/edit your settings and click save.
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If you are approving a web-submitted entry, ensure you change the status to
“Approved” before saving.
The Description Panel displays the full formatted description submitted by the
web user. This description is HTML formatted, and as such cannot be edited in
the normal CRM textbox format.
To edit the description, click the “Edit Description” button on
the right-hand side of the screen. This button is only visible
when in “View” mode – not when in “Edit” mode:
This will display the advanced HTML editor:
You can use the editor to specify/edit the description, and format it appropriately
for presentation. Standard formatting controls are provided.
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Submitting a Request via Web Portal Self-Service
To submit a directory request, the web user must log into the MRM portal.
Furthermore, their web account must be fully synched with CRM – meaning that
someone who just created their web user account on their own, cannot
immediately proceed to submitting a directory request, the sync process must run
first. Effectively this means this option is reserved for existing accounts – not
brand new web created ones.
The user accesses the “Manage Account” panel in the account hub:
The “View your buyer’s guide listings” option is available. The user clicks the
option to view their list of “listings”:
The listing page shows all previous listings in the directory. One
customer/account can have as many listings as they would like. For example,
one for each “location” of their business, or if they own multiple businesses.
The “Status” column is important, as only “Tentative” entries can be edited.
“Approved” entries can be viewed, but not edited.
To view/edit an entry, click on the “Business Name” column of the entry.
To add a new entry, click “Add Listing”
The Add/edit listing screen is displayed. This example will follow the process to
submit a new entry.
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The listing details screen is broken into 3 sections:
Business Details: enter basic details about your business/organization. The
“Type” field is the type of listing you wish to purchase. The type may, or may not
have fees associated with it.
About Your Business: enter more details about the business. The # of categories
you can select is determined by the “Type” you selected in the Business Details
section. Similarly, the # of characters you can type into the product and services
field is controlled by the type you selected.
The description panel allows you to add a detailed description of your
organization, what you do, where you service, etc. The # of words you can enter
here is controlled by the “Type” you selected. You have full formatting options in
this panel that allow you to make your listing “look nice”. If you wish to add a
logo to your listing, use the browse button to select it, the image will be uploaded
to the system and may be displayed depending on whether you check ‘Show in
directory’ and the “type” you selected.
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The contact details panel is the most complex of the panels, and it allows you to
determine what contact information about your organization, and your staff, is
displayed in the directory.
The top section allows you to choose which “organization” phone numbers, from
your profile, you wish to display. The addresses area allows you to pick an
address to display.
The contacts area allows you to select which “people” you wish to display (check
the box next to each), as well as, for each person, which phone and email
addresses you would like to display.
Once you are happy with your selections, click “Submit” to submit your request.
If there are fees applicable, you will be presented with an invoice and will need
to “check out”:
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The checkout process is the same for all transaction types.
If no fees are being levied, then you will be automatically returned to the list of
listings, and will see the new tentative entry.
The item will remain tentative until a staff member reviews, and approves it, and
payment (if any is required) has been received and processed.
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Searching the Non-Member Directory on the Web
The non-member directory search function works similarly to the member
directory. Access the non-member directory on your MRM portal website with the
following path:
Yourdomain/mrm/directory/nm/directory.aspx
The search will automatically populate your primary address from your profile into
the “Your location” box to help locate directory listings that are closest to you.
You can search by keyword, or can click “Advanced Search” for more options:
Click “Search” to perform the search. Your results will be displayed in the lower
list, and plotted on the map:
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To see more details of any entry in the result list, click the name of the entry, or
click “More” to see the full listing;
The listing is displayed, including all of the available details.
Click “Back” to return to the search screen. The page will remember your
previous search so you can just proceed on to the next listing.
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Job Board
The job board allows customers to post job ads, and for web users to browse
and view job ads.
Who can submit ads, and who can view ads is controlled via configuration in
MRM.
Job ads can be “free” or you can choose to charge a fee for ads. You can have
multiple types or categories of ads, and the fees that are charged can vary by
type, as well as by membership status – active or non members.
Jobs, when submitted on the MRM portal are “tentative” and must be reviewed,
and approved prior to being listed in the job directory.
Enabling/Disabling the Job Board
To enable Member job Postings, you must be a MRM administrator, and must
access the “Web Config” option on the MRM Admin Menu.
The setting for “View Jobs Access Level” is relevant:
If this is set to “off” then the menu option for jobs will not appear. If its anything
other than “off” it will appear.
This field also controls who can access jobs on the MRM web portal, the options
are:
 Public - anyone, even if not logged in, can see jobs
 Private – anyone can see jobs, but they must log in
 Member Only – only active members who have logged in can see jobs
 Off – jobs are turned off
Enable the job board.
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Managing Jobs in CRM
Normally, jobs will be submitted by your contacts on the MRM portal, and CRM
will be used to review, adjust and approve the jobs that have been submitted.
It is, however possible to manually record a job in CRM, should it be needed.
To access the job board in CRM, access the MRM button on your CRM Main
menu, and view the “CRM Member Manager Menu”.
Click the “member to member” option to access the Member to Member admin
menu. If you do not see the member manager menu, then the user’s CRM user
profile does not have the “Manage Member to Member” option enabled.
Enable this setting on the CRM user’s profile to grant access to manage this
directory:
Click the “Member to Member” button to access the Member to Member
administration menu.
On this menu you may see multiple options. Which options you see depends on
which features are enabled in the system. See the section for “Enabling/Disabling
the Job Board” to see how to enable this feature.
Click the “Member Job Postings” option. You will see the job board search
screen:
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To manually create a new job, click the “New” button.
To view/edit/delete an existing item, click it in the list.
To approve a job ad, edit the item and change the status to “Approved”. You
should also verify the start date and end date of the job listing. These fields must
be populated.
Field
Job Title
Job Term
Status
Application
Deadline
Job Description
Company Name
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Required Use
Yes
The “title” of the job ad. This is what users who
browse the ads will see.
The term of the position (ie, full time, part time,
3 month contract, etc).
Yes
Tentative, Approved, Rejected, Revoked or
Permanent. New web submissions are
“Tentative” and you must approve them, or
make them permanent (meaning they will
appear forever). Rejected indicates you cannot
post the ad, revoked indicates it was previously
approved, but has been revoked for some
reason.
If there is a deadline for applications, enter it
here.
The full description of the job.
The company name to display with the job ad.
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Contact Email
Contact Name
Contact Phone
Contact Address
Display Logo
For more Info
Image
Start Date
End Date
Account
Yes
Person
Yes
Assigned User
Does not need to be the same as the account
name in MRM
An email address to provide
A contact name to provide
A phone number to provide
A contact address to provide
Checkbox, enable this to display the account’s
already uploaded logo. Note: you can see what
logo has been uploaded below the “Job Detail”
panel on the screen. This is visible in view or
edit mode.
A short text explanation of what do to for more
info.
The filename of the logo image. This is auto set
when the web user uploads a logo.
The date the job ad will become visible in the
job board
The date the job ad expires and will no longer
be visible (after this date) on the job board.
The CRM account associated with this listing. Is
auto-populated if submission is from the web
The CRM person who submitted this job ad. Is
auto populated if submission is from the web
The CRM user currently assigned to this job ad.
The default for web-submitted jobs is
configured on the general MRM configuration
screen in MRM admin:
This field is primarily available in case you wish
to configure a CRM notification to inform this
user of pending/tentative job submissions.
Configuring this notification is a core-CRM
function. Refer to the CRM administrator guide
for details.
Edit or populate the job listing fields and click save.
If you are approving the job listing, ensure you set the status to “Approved” prior
to clicking save. You can return to edit the listing at any time.
The listing will become available on the website the next time the web-sync
process runs, generally every15 minutes depending on configuration.
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Viewing, Adding and Editing Jobs on the MRM Portal
Your website administrator may have made it possible to browse the job board
“publically” without logging into the MRM portal by providing a link on your
website. If so, please consult with the website administrator to determine what
that link is.
Normally, the link would be to the URL:
Yourdomain/mrm/directory/memjoblist.aspx
Otherwise, to access the job board in the MRM portal, log into the portal, and
then open the “Member to Member” panel in the account hub and locate the Job
board option:
To view the entire list of job ads (ie, browse the total list of ads) click the ‘View
the Job board’ link.
To add a new job, click the “add” button to the right.
To edit an existing job listing that you previously posted click the “Edit” button to
the right.
For example purposes we will go through submitting a new job. Click the “Add”
button to begin the process. The Job Posting screen is displayed:
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Field
Job Title
Term
Category
Job Description
Company
Deadline
Contact Name
Contact Phone
Contact Email
Contact Address
Display Logo
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Required Use
Yes
The name of the job, as it will appear in the
listing of jobs
Yes
The job term, such as “Full time, permanent”
Yes
The job ad category. Job ad categories are
defined in the “Other Fees” configuration area
in CRM. See the “Other Fees” section of this
document for details. The “Category”
determines the fees charged for the job ad, if
any.
Yes
The full description of the job, including
responsibilities, tasks, etc.
Yes
The name of the company that will appear in
the listing
Yes
If there is an application deadline, specify it
here.
Yes
The contact name to appear in the listing
The contact phone to appear in the listing
The contact email to appear in the listing
The contact address to appear in the listing
Check this box if you want to show your logo
with the ad. You must upload your logo using
the “Update Company Profile” screen available
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More Info Contact
in the “Manage Account” panel in the account
hub. The logo you have uploaded is displayed
below this option so you can see what has
been previously set.
Enter details about how the user can reach out
for more information.
Enter the details of the job, and click “Continue”.
If the job category has fees associated with it, you will be taken to the invoice
preview screen, and will be asked to checkout and pay for the ad.
If there are no fees associated, the job is submitted and the process is complete.
Click “Apply Payment” to proceed to the payment checkout process. This
process is the same for all financial transactions in the MRM portal.
Your job has been submitted. It will be reviewed by a staff member, and once
approved, will appear in the job board.
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News Board
The news board is a way that members can share important news with other
members. Things such as:
 Hires
 Promotions
 Expansions
 Changes in service delivery
 Anniversaries, birthdays, etc.
 Almost anything
ADD CONTENT HERE
Events Board
The event board allows members to share details on events that they are
holding, and that other members may have interest in. These events are not
included in the the core events listing in MRM, but are listed in a separate listing
for the Member to Member function. Similarly, the MRM system does not handle
registrations for these events, but does allow linking out to external websites for
the purposes of more information, or online registration.
ADD CONTENT HERE
Offer Board
The offer board is used for members to publish special offers – such as
discounts, freebees and other promotions that are available to other members.
For example, “Members of the ____ association are entitled to 10% off their next
care engine tune-up!”.
ADD CONTENT HERE
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Using Web Tracking Information
Web dashboard
In Dashboard tab, choose web dashboard (above). This will bring up a screen with
multiple areas showing various web statistics.
The web Monitor Referrers area shows the top referrers to the site. Those are sites that
have linked to you (where visitors have come from).
The Page Views by week shows the page views of the site over time, in weekly
increments. This is good to see trends on how your site is being used.
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The keyword Count shows keywords that your site has been found by.
The most recent people matches people in your CRM system to visitors on your website.
The parsed URL Count shows which search phrases have been most popular in bringing
people to your website.
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The Top visitors (top) shows the top trackable visitors to your website. Geo Visits tracks
where visitors to your site have come from since the software was installed.
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Person and Company tracking details
In the system, you can view Company visit information and Person visit information.
Person Tracking Details
In the Person context there will be a tab called “Person Stats”
This will show a screen with the web statistics broken down by area. On the following
pages these areas will be explained. The First area (Force Pageview build) shows the
last time the system was updated.
The section above “Person summary stats” shows the stats for this person from the
company including visit count, first and last visit, the number of bulk mails sent to this
person and their times and how many clickthroughs this person has done through bulk
mails.
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The next part is Sections Viewed (above) which details which part of the site this person
has visited.
Bulk Email Stats
This shows the bulk emails sent to this person and their read and clickthrough (links
embedded in the bulk mail) rates. If you have sent out many bulk emails routinely, this
will be paginated at the bottom
i.e.
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The Top URL’s Visited (below)…
This shows the top urls of your site this person has visited. This will show the page
views for each top area and the number of visits to that area.
Total Session Visits.
This section will list the sessions that person has had on the website and an
approximation of the number of minutes and pages spend during that visit to the
website.
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The last section on person stats is the list of referrers which brought that person to the
website. This will be sites that have linked to your own, search engine results, etc.
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Company Tracking Details
In the company context there is a tab entitle “Web Stats”. Click
on this to view the interent statistics for that company relating to
their visits and time on the site.
The top of this page will show the last time the data was updated. This is done on a
routine basis and gives you an idea of the freshness of data.
Company Summary Stats
This section shows the number of visits the company has made to your site, as well as
the number and timing of bulk mails sent to the company and how many times they have
clicked through links in the bulk mails.
Sections Viewed
Shows which sections and subsections visitors from this company have viewed, and
how many visits they have made.
Referrers
This shows the top referrers people from that company have followed to your website.
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Top 10 Pages Viewed
This shows the top 10 pages that people from that company have viewed. Helpful for
tracking popular sections of your site in regards to specific companies.
Session visits
This shows the people from that company who’s sessions can be tracked and the
number of session visits they have made to the site and the approximate length of time
spent and pages viewed during specific session visits.
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Season Ticket Subscription
In the Person context, click on “Season Tickets” to mark this
person as a season ticket holder (green arrow left).
In the season ticket list, click on one of the season tickets to modify (green arrow 1
below) or “New” to add a new one (orange arrow 2 below).
New Season Ticket
Pick the start and end date the subscription period would apply to (green arrows 1 & 2).
Pick the season ticket series from the drop down (blue arrow 3) and the attendees
(purple arrow 4), which will be the number of attendees under that season ticket – single,
table of 8, 10.
Add any comments you wish (yellow arrow 5) and click on “save” to save your new
season ticket information for that person (orange arrow 6). You can also click cancel to
return to the previous page without making any changes.
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Modify season ticket subscription.
After clicking on the season ticket listing you’ll end up on the season ticket details screen
(above). Click on “Change” (purple arrow 1) to change the information. Click on cancel
to return to the previous page. To delete a season ticket holder’s ticket, click on delete.
You will be asked to confirm this.
The season ticket edit screen (below)
Modify the information required
Start/End date the season ticket will cover (green arrows 1 and 2), the series (blue arrow
3), the attendees (purple arrow 4) and any comments (yellow arrow 5).
Click on “save” (orange arrow 6) to save your changes. Cancel by clicking on cancel to
cancel this operation.
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Person Event Registration Listings
In the person context, the “Event Reg” tab will show all events this person is registered
in.
It will show the list below, detailing the event, start date, number of ticket groups
purchased and attendees per ticket group purchased.
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Membership
CRM Member Manager contains extensive membership management capabilities, and
sophisticated tools that allow a system administrator to configure the membership
components of the system in a wide variety of ways. This section outlines those
configuration capabilities.
Configuration & Administration
Membership Tiers (Rate Card)
The membership rate card is made up of one or more membership “tiers” (ie, levels), each one
configured with a number of different settings, such as:
Who can be a member of that type
How long membership is valid for
How often they renew their membership
If renewal is automatic (pre-authorized payment), or requires a notice/invoice/renewal
periodically.
What the member is charged for, and how much
What questions are asked of the member at the time they join, and the time they renew
Many others
To access the rate card, on the CRM Member Manager Admin menu, click the “Member Tier
Configuration” option:
You will see the list of rate card / member tier entries.
Each entry is date sensitive. This means that it is valid, and in-force during the time period that
falls between the “Start Date” and “End Date”. Any memberships that are created with a
membership “Start Date” that falls between the configured Start/End date on the rate card entry,
for that tier, will use that rate card entry when determining all aspects of the membership (fees,
term, survey, etc)
Note: You should never configure two rate card entries for the same “Member Tier” that
have overlapping dates. If you do, the system will not know which one to use, and will
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simply randomly select one. End rate card entries on one day, and start another entry for
the same tier on the next day.
To create a new entry on the rate card, click ‘New’, to edit an existing one, click on it in the list
of entries.
To copy a member tier entry, click the “Copy” button.
Note: Entries on the rate card are date sensitive so that you can set up “next year’s rates” in
advance. If the current date is, say, July 15 and new rates come into effect September 1st,
you can edit existing rate card entries to end Aug 30, then either create new ones, or copy
the existing ones, and date them to start Sept 1 until whatever date you wish them to end.
The system will automatically begin using the new rates based on the date ranges you
define.
The member tier screen is quite large, with many options:
The following fields appear on this screen. Please note, your screen may not
have all of these fields, as your MRM implementation consultant will often
remove fields irrelevant to your organization:
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Field
ERP Database
Required
Yes
Member Tier
Yes
Start Date
Yes
End Date
Yes
Category
Yes
# of Directory Contacts
Yes
Display on Web
Web Site Tier
Description
Rollover Enabled
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Yes
Use
The ERP database this entry is related
to. If using multiple ERP databases in
CRM, then you need separate rate card
entries for each.
Select the member tier this rate card
entry is to be defined for. The member
tiers are defined by a standard CRM
select list, on the table
C21_Assoc_MemberTierSchedule, field
mtir_membertier
The first date that this rate card entry is
valid. It starts are 00:00:00 am
The last date that this rate card entry is
valid. It expires at 23:59:59 pm
Is this tier applicable to “Corporate”
accounts or “Individual” accounts. A
corporate account has a different
account name vs the primary person. An
individual account has only a person,
and the account name is the person’s
name.
Controls the maximum # of people that
can be listed in the online member
directory associated with a member of
this tier.
Should this tier be listed on the web
portal, for the purposes of customer selfselection when signing up, or renewing
membership
A text description of the tier that will be
displayed online. If your portal is multilingual, then you should enter a code
here, such as “TIERADESCR”, and then
record a CRM translation in the
translation database with this code as
the translation code, and the family as
“MRMWEB”. You can then define the
alternate descriptions by language on
that translation record.
Rollover is the ability to have the system
automatically “roll” a member of this tier,
into another tier, prior to member
renewal occurring. This often happens
when a member tier is something like
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Tier Rollover Script
“1st Year Member” and you can only be a
1st Year Member once, and 1st year
members automatically roll over to
“Regular Member” prior to renewal.
Check this box to turn this on.
This should be the member tier you want
to roll over to.This can be as simple as
the string for the tier, such as:
‘A’
Or as complex as a SQL select:
SELECT mtir_membertier FROM
C21_Assoc_MemberTierScheduler
WHERE mtir_membertier = ‘A’
Override ERP Tax
Group
Override ERP Tax
Group Condition
New Member Notify
Email
New Member notify
User
Immediately Post to
ERP, if possible
Skip Renewal ERP
Calculations
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You can use merge fields in the format
#fieldname#, using any field from the
view vSummaryCompany
If you need to override taxes charged for
this membership type from those autodetermined or assigned to an existing
customer account, enter the ERP tax
group here. Otherwise, leave this field
blank.
If you wish to override tax based on a
condition, enter the SQL condition here.
If you wish to email someone when a
new member account is finalized, enter
the email address here
If you want to notify a CRM user via a
TASK that a new member has been
finalized, select that user here.
If you want to push a member invoice to
ERP immediately upon finalization,
check this box. Normally, this should not
be checked. When unchecked the order
will go into the ERP posting queue, and
will be sent to ERP periodically in the
most efficient manner.
This option should only be enabled if
there are no taxes on membership. If
enabled, the system will not “recalculate”
the invoice via the ERP system, which is
required for taxes to be applied.
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Checking the box, however will make the
renewal process run much faster, so if
large quantities of invoices that have no
taxes applicable would be created, then
this option may be beneficial.
Check this box to automatically finalize
memberships generated during renewal.
This is often done for “Lifetime”
members, or “Free” memberships,
where there is no expectation any
payment will be received, and often
when the total due is 0$.
When a new member is created, what
ERP Customer group should they be
placed in. This has no effect on
renewals, only new memberships.
If the ERP national accounts module is
being used, what national account
should members in this tier be assigned
to. This only applies to new members.
TO override the currency used for this
member tier, enter the ERP currency
code here. Leave this blank under
normal circumstances and the functional
currency of ERP will be used.
DISCONTINUED
Finalize Renewal
Immediately on Creation
Default New Member
Customer Group
Default National
Account
Currency (Override)
ERP Membership
Comment
Tier Comparative Level
ERP AR Invoice
Account Set
Renewal Pre-Bill Days
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YES
This field is an integer, and allows you to
“rank” member tiers in terms of their
“status” or “level”. For example, Gold
membership is better than silver, and
platinum is better than gold. This can be
used for reporting, but can also be used
when writing scripts for renewal to, for
example, filter the list of the member
tiers that can be selected to only those
at or higher than the current member
level.
If using ERP AR Integration, enter the
AR Invoice account set to use for
invoicing. This setting does not apply for
other integration methods.
How many days prior to the renewal
date should the system generate a
renewal notice. This # of days will be
used to calculate the “Next Billing Date”
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Attach Quote to
Renewal Notice Email
by Email
Email Condition
Template Name
YES
Renewal Notice –
Attached Quote
Template
Send Email Receipt on
Member Finalize
Email template
YES
Document Template
YES
Renewal Receipt –
Email Template
YES
Renewal Notice –
Document Template
YES
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field on the member profile.
Check this box if you want to attach the
renewal invoice (quote, statement) to the
renewal notice email that is sent when
renewals are generated (manually, or
automatically)
Check this box if you want renewal
notices to be sent by email for this
member tier.
If you wish to control the sending of each
email by way of a condition, enter the
SQL condition here, for example
“pers_sendemail is not null” if you had a
field “pers_sendemail” that was added to
the system to control who gets email and
who does not.
The CRM email template name to use
for the body of the email sent during
renewal.
Select a document template to attach to
the renewal notice. This document must
be first setup in your integrated orderentry module (CRM AR Invoice, CRMOE
or CRMQT). The document will be
generated, PDFed and attached.
Check this box if you would like the
system to auto-send a receipt to the
customer by email after membership is
finalized.
body of the email sent as a receipt for
new memberships.
the new member receipt email. This
document must be first setup in your
integrated order-entry module (CRM AR
Invoice, CRMOE or CRMQT). The
document will be generated, PDFed and
attached.
body of the email sent as a receipt for
renewed memberships.
the renewed member receipt email. This
document must be first setup in your
integrated order-entry module (CRM AR
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Member is Reinstated
on Re-Join
Reinstate # of Days
from End Date
Enabled Payment
Schedules
Renewal Notify User
Renewal Notify Email
Renewal Notification
SQL Condition
Earlybird Expires Prior
Days
CRM Systems
Invoice, CRMOE or CRMQT). The
document will be generated, PDFed and
attached.
Check this box if you wish to enable
membership reinstatement.
Reinstatement means that membership
status is restored without changing the
original start date of the membership,
which, for reporting purposes would
mean this member was continuous. If
not checked, when the member re-joins
their start date is re-populated and their
membership will show a gap.
If the “Member is Reinstated on Re-Join”
is checked this controls how many days
past their existing membership end date,
is a re-join considered a reinstatement.
After this # of days, it would be a
complete new membership with a new
start date, and the membership would
not be considered continuous.
DISCONTINUED
To notify someone via email that
membership renewal has been
processed enter an email address here.
We recommend caution here – if you
have many members, then entering an
email address here could result in 100’s
or 1000’s of emails a day during renewal
season, particularly if you have a fixed
membership year.
To notify someone via a CRM task that
membership renewal has been
processed select a user here. We
recommend caution here – if you have
many members, then entering an email
address here could result in 100’s or
1000’s of emails a day during renewal
season, particularly if you have a fixed
membership year.
If you enable renewal notice, you may
want to restrict when the email/task is
sent (for the above mentioned reason)
If you wish to offer a earlybird discount
on renewals, enter the # of days prior to
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Earlybird Amount
# Days past renewal to
Suspend
Terminate
Suppl Doc #1 Email
Template
CRM Systems
the member’s renewal date that the
earlybird expires. For example, 60 would
mean if they renew 65 days before their
end date, they would get the discount,
but 59 days they would not.
The discount to provide, if the amount
entered is less than 1, its considered a
percentage, if > 1 then its considered a
dollar amount.
If the auto-terminate process is enabled,
this value controls how many days after
the member’s “end date” that the system
will automatically move to suspend
membership. This means setting the
“Account Status” to “Suspended”.
Suspended members are still members,
but they lose access to member benefits
such as reduced pricing, listing in the
member directory,etc.
If the auto-terminate process is enabled,
this value controls how many days after
the member’s “end date” that the system
will automatically move to terminate
membership. This is normally a larger
number than that for “Suspension”, as
the normal progression is Active –
Suspended – Terminated. This setting
is NOT a # of days after suspension, it is
a # of days from the end date, just as
suspension is. After this # of days the
account will be terminated, membership
ended, and a cancellation reason of
“Auto-Terminated” will be recorded.
This setting is only used if you have
configured a “Custom Logic Code” on
the general MRM configurations screen,
and even then, only if you have
implemented custom logic for the
generation of a supplemental document
at the point of member finalization (ie, in
addition to the receipt, a secondary
document to be sent to the customer) In
this case, enter the CRM email template
name used for the email sent to the
customer.
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the general MRM configurations screen.
Select the document template to be
generated and attached to the email
sent.
the general MRM configurations screen.
Select the second document template to
be generated and attached to the email
sent. Note, using this setting will cause 2
emails to be sent each with the
associated document attached.
Check this box to include members of
this type in the membership directory
listing on the portal.
A SQL Select statement that must return
either a 0 (false) or a 1 (true), and
controls whether a person signing up as
a new member will see this member tier.
A good example would be “Out of
Country” tier, which available only to
people who live outside your country.
Enable Listing in
Directory
New Member SQL
Condition
Renewal SQL Condition
PAP Receipt Email
Template
YES
PAP Receipt Document
Template
YES
PAP CC Payment Failed YES
Email Template
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SELECT CASE WHEN ‘#addr_country#’
<> ‘MYCOUNTRY’ THEN 1 ELSE 0
END
A SQL Select statement that must return
either a 0 (false) or a 1 (true), and
controls whether a person who is
renewing membership is able to
see/select this member tier during
renewal.
If using pre-authorized monthly
installments, after a payment is
processed, a receipt is sent. This is the
CRM email template name for that
email.
Select a document template to be
PDFed and attached to the email, this
would be considered the “receipt” itself.
If a PAP payment fails, for example a
declined credit card, an email is sent to
the customer letting them know.
Customers may be able to adjust their
PAP settings on the portal, so this email
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Auto Added
Subscription Objects
Enable Child Accounts
Enable Change Tier
Available Tiers for
Change Tier
Enable Annual Proration
Annual Proration Start
Proration Month
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YES
often will include instructions on how to
do so – so they could provide a new
credit card # for example. This is a CRM
email template name.
If you use subscriptions in MRM and you
wish to include specific subscriptions
with purchase of this membership,
choose (multiselect) which subscription
objects you want to include. These
selection objects are configured on the
C21_Assoc_SubscriptionObj table.
If members of this tier can have “child”
accounts, (parent/child relationship)
check this box. Child accounts don’t
necessarily do anything – but may, if
used in conjunction either with batch
payments, or with membership
inheritance.
Check this box if you want members of
this tier to be able to change tier midway through the membership cycle. If
enabled they will see an option on the
account hub in the portal that allows
them to choose to terminate their
membership and convert to a different
tier.
If change tier is enabled, this field can
control which member tiers the user has
the ability to choose from. If left blank,
the user can pick from any tier.
Proration is used by organizations who
have fixed membership years, ie, where
memberships end at a fixed time. If this
is the case then choose “Yes” here so
that a new membership will be prorated
to the selected end-month.
Select the month of the year to begin
prorating membership. This is referring
to proration of the FEES associated to
the membership – if “Enable” above is
set to yes, the end date will always be
prorated – however, with this setting you
can control for what month the system
will begin prorating fees. Note, setting
this field to be month immediately
following the “Annual Proration End
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Annual Proration End
Month
Annual Proration
Extended Year Start
Month
Annual Proration Mode
Annual Proration
Rounding
Prorate First Year
Month” indicates to the system that fees
should never be prorated – and the
customer always charged the full price.
This is the “end month” in which
memberships will end. It is always the
last day of this month. Choosing
September then means memberships
will end Sept 30th.
To enable an extended first membership
year, choose a month from this list. If
you do not want to enable extended
year, leave this field blank. If the
proration end month is September, and
you select July as the extended year
start month, then anyone who becomes
a new member in July, August or
September will have their end date
extended through to the next calendar
year, and their membership would be 15,
14, 13 months in duration. The system
will also prorate the fees to correspond.
Month, Quarter or Semi-Annual, choose
on what period you want to prorate. If
month is chosen, proration is done on a
1/12th basis, a 3/12th basis, Semi-annual,
a 6/12th basis.
When rounding the fees, to what level do
you want to round them to the nearest
$0.01, $0.05, $0.10, $0.25, $0.50, or $1.
This is particularly relevant to countries
with no $0.01 or $0.05 coins.
If checked, the member’s first year of
membership is prorated. If not checked,
then the 1st year becomes an
anniversary date renewal, and their 2nd
year will be prorated to bring them in line
with other members. This is an unusual
membership scenario.
Further, below the data entry screen, when in view mode you will see two lists:
Items – this is the list of items that are (or can be) sold as part of the membership. This
is where you control what to charge, and for how much.
Surveys – you can configure the system to conduct a survey prior to, or after the
customer’s fees are calculated. Doing so before allows the questions on the survey to be
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used when calculating fees. Do this to ask the customer any questions for options or
values used to calculate the membership invoice.
To view an item, click it. TO add a new one, click the “New” button to the right of the list.
To view a survey, click it. To add a new one, click the “New” button to the right of the
list:
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Membership Items
TO BE COMPLETED
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Membership Survey
Membership surveys can be conducted before the customer sees their
membership quote/invoice, or after they have completed membership.
Best practice for data capture on the web suggests that you should put as little as
possible between a user and them sending you money. However, some
questions need to be asked prior to taking payment, as they can impact how
much is due. Choose your “Survey Timing” accordingly.
To create a new survey click the “New” button to the right of the survey list, to
edit an existing survey, click on it in the list.
You will see the new membership survey screen:
Field
Survey Type
Survey Timing
Use with billing cycles
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Required Use
YES
Choose from “New Member”, “Renewal”
or “Both”, indicates for what type of
membership (renewal, new) the survey is
used. IN this way you can have a
different survey for new members VS
renewing members. Note, it is possible
within a survey to control individual
questions based on new, or renewal as
well.
YES
Choose from “Before Quote” or “After
Payment” If “Before Quote” is chosen,
then the answers from the wizard can be
used to determine fees.
YES
Choose which billing cycles to use this
survey for – Weekly, Monthly, Annual.
You can therefore have different surveys
for Annual members, vs monthly
members (Pre-authorized installment
members on annual membership qualify
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Preserve Responses
Days
Start Message
End Message
Finish Message
as annual members, not monthly)
This is how long the system will
remember a person’s answers should
they start – but not finish – the survey, in
# of days. If the person returns and picks
up the survey within this # of days, the
system will remember their prior answers
and will pre-fill the fields on the screen
with those answers. If they return outside
this # of days, then the survey will default
back to its original configuration.
A text message to display at the very
beginning of the survey, before the 1st
question. If your system is multi-lingual
then you should make up and enter a
“code” here such as “MYSURVEYSTART”
and then create a CRM translation with
this code as the translation code, and the
caption family of “MRMWEB”. On that
translation you can then define the actual
text of the question in all required
languages.
A text message to display at the end of
the survey, after the last question. If your
system is multi-lingual then you should
make up and enter a “code” here such as
“MYSURVEYEND” and then create a
CRM translation with this code as the
translation code, and the caption family of
“MRMWEB”. On that translation you can
then define the actual text of the question
in all required languages.
A text message to display at the very end
of the survey, after the user clicked the
“finish” button. If your system is multilingual then you should make up and
enter a “code” here such as
“MYSURVEYFINISH” and then create a
CRM translation with this code as the
translation code, and the caption family of
“MRMWEB”. On that translation you can
then define the actual text of the question
in all required languages.
Click SAVE to create your survey.
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A survey created from within a member tier is considered to be a “Membership
Survey”. Within the system there are also surveys called “General Surveys”,
which really just means any survey not associated directly with membership (new
or renewal).
Management of all surveys is done in common – the same tools are used to
create and manage them.
See the section of this document called “General Surveys” for more information
on creating and managing surveys, and their questions.
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General Surveys
The general survey function in CRM Member Manager allows for the creation
and definition of surveys and their questions.
There are two major types of surveys in MRM – Membership Surveys, and
General Surveys. The only difference is that membership surveys are created
from within a member tier, while general surveys are created from the “General
Surveys” area within the MRM admin menu. Functionally they are the same, and
do the same thing.
Within General Surveys are several “minor” types:



General – you can have as many “General” surveys as you want, and they
can all be active simultaneously
Company Profile – you can have only one company profile survey active
at once. The company profile survey is conducted during creation or
modification of a company account profile on the web, and is 3rd in line.
1st is the “Company Account” screen, which contains all the basic info –
name, address, phone number, etc. Second is the custom company
profile screen, which contains custom questions and code developed
specifically for you. If you did not request this screen on your system it will
not be there, and the user will go to the 3rd step, the Company profile
survey.
Person Profile - you can have only one person profile survey active at
once. The person profile survey is conducted during creation or
modification of a person’s personal account profile on the web, and is 3 rd
in line. 1st is the “Person Account” screen, which contains all the basic
info – name, address, phone number, password, title, etc. Second is the
custom person profile screen, which contains custom questions and code
developed specifically for you. If you did not request this screen on your
system it will not be there, and the user will go to the 3 rd step, the person
profile survey.
Click “New” or click on a survey in the survey list, you will see the survey detail
screen:
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Below the screen is the question list. Click “Add” to the right of the list to add a
question, or click on the question to view it.
The survey question page has 2 parts, the upper part is the Question detail
screen, the lower part – visible only in view mode, is the language translation
section.
The question detail screen has the following fields:
Field
Question Type
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Required Use
Yes
The data type of the question, for
example, Date, Text, Yes/No, Select List,
Multi Select, etc. There are two special
types, “Display Content Only” and
“Custom Lookup”. “Display Content Only”
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Required
Yes
Group #
Yes
Question / Translation
Code
Yes
Display SQL
SQL Update Statement
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questions have no data input, they only
display text. Use these to create
instructions or other text blocks needed.
Custom Lookup is used when a select-list
is needed but the contents of that select
list do not come from CRM’s
custom_captions, but rather from some
other SQL statement.
Yes or no, is the question required. If yes,
the user will be required to answer it.
The “page” onto which the question will
be slotted. These can be sequential
numbers 1, 2, 3, 4, or any set of
numbers that are ordered sequentially for example 10, 20, 30 ,40 are valid
groups, as are 1, 7, 23, 92, 201
This is the text of the question if you are
operating in a unilingual environment. If
not, then this field is a translation code.
You can type something in here in multilingual mode, but it will be replaced with
an auto-generated translation code when
you populate the translation section of the
screen lower down.
A SQL statement that must evaluate to 0
(false – do not display) or 1, true. This
SQL statement can make use of several
special merge fields,
#comp_companyid#, #pers_personid#,
#WIZID# prior to the SQL being
evaluated. You can use this to look up
information on the customer’s profile, or
even within the existing survey wizard
itself, on a separate question (ie,
dependency), such as below:
SELECT CASE WHEN
ISNULL(awiz_answertext,'') = 'Female'
THEN 1 ELSE 0 END FROM
C21_Assoc_WizardAnswer WHERE
awiz_wizardid = #WIZID# and
awiz_typecode = 'GENDER'
This SQL statement is executed to
update back into the CRM database the
data collected from the response. While
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this value is not required – if you do not
provide a SQL update statement then the
answer the person provides to this
question goes nowhere, except into the
survey itself.
Customized Lookup SQL
Statement
Example:
UPDATE PHONE SET phon_number =
'#answer#'
FROM PHONE INNER JOIN PhoneLink
ON phon_phoneid = plink_phoneid AND
plink_entityid = 5 AND plink_type
='Business'
WHERE plink_recordid =
#comp_companyid#
SQL Select statement that, if provided is
evaluated and the results used to
populate the select box in questions with
type “Custom Lookup”.
The select should return 2 columns with
the names ‘Value’ and ‘Description’ – the
order in which they are returned is not
relevant. These will populate the
description (ie, text the user sees) and
the value (ie, the code stored in the
database) into the select list on the
survey question. If this SQL statement is
used, the “lookup family” setting on the
question is not used.
Define Selected Item
SQL
CRM Systems
SELECT Addr_AddressIdCRM AS Value,
RTRIM(Addr_Address1) + ' ' +
RTRIM(Addr_Address2) + ', ' +
RTRIM(Addr_City) + ' ' +
RTRIM(Addr_State) AS Description
FROM Address INNER JOIN
Address_Link ON AdLi_AddressIdlocal =
addr_addressidlocal AND AdLi_Deleted
is null And AdLi_Type Is null WHERE
Addr_Deleted Is null And
AdLi_PersonIDlocal Is null and
AdLi_CompanyIDLocal = #CompanyId#
This is a SQL statement that, when
executed retrieves a value and sets that
value as the default selected item in
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select list and multi-select type fields. It is
capable of selecting only 1 item.
The value returned must exist in the set
of values that is in the select list. If it is
not, then no default will be selected.
This SQL statement can be used along
with the customized lookup SQL in
questions with type “Custom Lookup”.
Example:
SELECT TOP 1 Addr_AddressIdCRM AS
Value FROM Address INNER JOIN
Address_Link ON AdLi_AddressIdlocal =
addr_addressidlocal AND AdLi_Deleted
is null And AdLi_Type = ‘FAP’ WHERE
Addr_Deleted Is null And
AdLi_PersonIDlocal Is null and
Adli_CompanyIdlocal = #CompanyId#
Lookup Family
Prepopulate from Field
Sequence #
Width
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When not using a “Customized Lookup
SQL Statement”, you can use a more
simple method of populating a select list –
simply specify the CRM Custom Caption
family that represents the pre-defined list
of select items, and enter that name here.
Such as “comp_type”
Enter the field name you wish to
prepopulate the survey answer from. This
cannot be used at the same time as
“Define Selected Item SQL”, as the SQL
statement will override this setting. If the
question is “What is your birthdate?” you
might want to pre-populate the answer
with the existing data you have in the
“pers_birthdate” field, for example.
Within the “group” (ie, page) of the
survey, you may wish to specifically
order/sequence the questions. Enter an
integer value here that is relative to the
other question in the group. The system
will sort them in ascending numerical
order.
For questions that have a text or select
box you can configure the width of the
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Height
Max Text Length
Reload on Answer
Special Action
Question Type Code
Read Only
Hidden
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box here, in pixels. If you do not configure
this option, then the default width will be
used.
For questions that have a text or select
box you can configure the height of the
box here, in pixels. If you do not configure
this option, then the default height will be
used.
For text type fields, including numeric
ones (ie, ones with a text-box), this is the
maximum number of characters the user
can type. So, if the question was an
“Integer” and the max length was 5, the
person could only type 5 digits.
Check this box to cause the survey to
automatically post back and reload the
screen when this question is answered.
Do this if you have other questions on the
page that are dependent on this one.
See the above field “Display SQL” for a
display SQL statement that makes one
question dependent on the answer to
another. If you do not check this box in
this scenario, then the dependent
question cannot be re-evaluated for
display.
There is only one option “Adjust
Subscriptions”, and choosing it will cause
the list of subscriptions for this account to
be adjusted to match the selected list of
items in the question.
In order to refer TO this question FROM
another, you must assign a type code to
this question. See the above field
“Display SQL”, which refers to a question
with type code “GENDER” and then
decides if the current question should be
displayed. The “GENDER” type code
was typed into the “other” question, and
makes it possible to refer to it elsewhere.
Check this box to make the question read
only. This would normally only be done in
situations where you did not want the
person to be able to answer.
Check this box to make the question
hidden. Hiding a question does not hide
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the text of the question, it only hides the
data-entry box.
Click SAVE to save your changes.
When viewing a question in VIEW mode, you will see the “translations” portion of
the screen. This is used to define multi-lingual question text.
Enter the text for each language you will use. We suggest always entering in US
English text, as it is the “default” or “fallback” text should no text in the visitor’s
language be found – and its better to display English rather than nothing at all.
When you click “Save”, a translation will be created/updated, and the field on the
Question detail screen for “Question / Translation Code” will be automatically
updated with an internally generated translation code. Do not change this – if
you do, the system will use your text instead of the text in the translation, and the
link to the translation will be lost.
Note: the translation function actually can be used so that the text of the
question is stored only once – and multiple questions refer to it.
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To do this, after you add the text into the first question that uses it – make
note of the “Question / Translation Code” that you see. On future copies of
the same question, instead of punching text into the translations below,
you can click “Change” and punch the translation code you made note of
on the 1st copy, into the field. Click Save.
This 2nd copy of the question will now be linked to the same translation as
the 1st Copy. Going forward if you edit any of the linked questions, the
translation is updated, and this will be used by all linked questions.
You can change the text of the translation at any time by accessing the question,
updating the text and clicking “Save” in the translations area.
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Account Management
MRM provides many account management tools that can be used to create, modify, and
discontinue memberships, and modify and adjust non-member accounts, such as nonmember customers or prospects.
Creating a New Member
COMPLETE THIS SECTION
Renewing A Member
COMPLETE THIS SECTION
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View a Members’ Membership History
The ‘View Memberships’ option allows you to see details about the account’s current
membership, as well as a history of prior membership renewal cycles.
The ‘View Memberships’ function can be used to edit TENTATIVE memberships only.
To access View Memberships, on the Company/Account
summary tab, find the “View Membership(s) button in the
bottom right hand corner of your screen:
Click the button to access the membership list:
This list displays a history of each membership based on renewal cycle.
In the example above we can see that From 12/13/2013 to 12/12/2014 this account was
a member, that membership was then renewed (Status), and that it, itself, was a renewal
from a prior period (type).
We can then see that from 12/13/2013 to 12/12/2015 the account was a member, but
that this membership has since been terminated (ended) based on its current status.
Click on the membershipid column in the list to view more details about the membership.
You can see that this membership cannot be edited because it is not tentative. You can
see various additional details, such as the payment processed used for it, the member
tier, and details about the selected credit card or EFT bank account used for
preauthorized payment.
Notice also the “Order” button. Clicking this button will take you to the CRM order that
is/was related to this membership, allowing you to see what was billed, paid and is
outstanding (if anything).
If the membership is tentative (such as an in-process renewal, or incomplete new
membership) the screen will vary:
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In this case, you do not see the message about not being able to edit, you have a
“Change” and “Delete” buttons that can be used to edit, or delete the membership
details.
To edit, click “Change”. To delete, click “Delete”
Editing a membership allows you to change the member tier ONLY. Changing member
tier here will cause the membership invoice (order) to be recalculated at the rates for the
newly selected member tier. This recalculation happens when the renewal is processed,
not immediately upon clicking save.
The other fields cannot be edited. If you need to change them, you can do so by
processing the membership (new or renewal), or by deleting it, and creating a new
membership.
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Adjusting an Account
If the need arises to adjust a membership account, the “Adjust Account” option on the
Company/Account summary tab is used.
This option can be used to:
 Manually turn an “account” (non-member customer account) into a member,
bypassing the new member signup process
 Reinstate a terminated member to active status
 Reinstate a suspended member to active status
 Change a member’s tier (level) at a time outside renewal
 Correct errors that were made to a member account, or if system errors occurred
 Change billing cycle or frequency
The “Adjust account” function cannot be used to:
 Terminate a member (see the “Terminate (End) a Membership” section)
 Adjust a member’s renewal date (see the “Adjusting a Member Renewal Date”
section)
Locate the “Adjust Account” option on the account (Company) summary tab in Company
(Account) context, and click it:
Note: your screen may have fewer or different fields. This screen is often customized on
implementation.
Field
Member Since
Member Tier Level
Membership Billing Cycle
Account Status
Renewal Pending
CRM Systems
Required Use
No
The date the customer first became a
member.
No
The member’s current member tier/level, it is
at this level that their next renewal will be
generated.
No
What billing cycle is the member on (Weekly,
Monthly, Annually, etc)
Yes
The status of their account. “Active Member”
indicates someone who is fully active.
“Suspended” is normally due to nonpayment of
account, “Past Member” are terminated
members, and “Non-Member” is an account
that has never been a member (such as a
non-member customer, or a prospect member)
No
Checked if a renewal is currently
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Membership Billing
Frequency
No
Membership End Month
No
Membership Auto-Payment
Method
No
Membership Payment
Process
No
Last Billing Date
No
Next Billing Date
No
outstanding/in progress
Related to the billing cycle. How many “cycles”
are included in the membership period. For
example if cycle is “Monthly” and frequency is
“3” then this means membership is
billed/renewed every 3 months.
If the system is configured to use a fixed
membership year (for example, July 1st to June
30) then this field will be populated with the
month in which membership ends. If the
system is using anniversary date renewal,
then this field is not used.
If pre-authorized payments are being used for
installments on membership, this field
indicates if the customer is using Credit Card,
or EFT PAP payment.
This field indicates if the customer is paying for
membership by “Invoice” (ie, in advance, in
full), or by Automatic / pre-authorized
installments.
The last date the customer was billed for
membership
The estimated next date the customer will be
billed for membership. This is populated at the
time the prior membership was established –
so, if in the interim the system configuration
changes for advance-billing timeframe, this
field is NOT updated and billing for renewal
will occur based on the actually configured
timeframe, not on this field.
Adjust the account accordingly, and click “Save” to save your changes. You will be
returned to the account summary tab.
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Adjusting a Member Renewal Date
Should you need to adjust a member’s renewal date (forward, or
backward), the “Adjust Renew Date” option is used. Locate this
option on the account/Company summary tab, in the bottom right
hand corner.
The adjust renewal date screen appears:
The renewal date field will be populated with the current renewal date on the account.
Use the calendar control to select the modified renewal date, and click “Continue” to
process the change.
The function will update the account renewal date, and will also adjust the underlying
current, active membership. See the section on viewing membership history for
information on viewing the details of a membership (renewal cycle).
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Terminate (End) a Membership
To end/terminate a membership, locate the terminate member button on the
Company/account summary tab, in the bottom right hand corner:
Select this option, and you will see the termination screen:
Field
Termination Date
Cancelled By
Cancel Deferrals
Termination Reason Code
Termination Reason
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Required Use
Yes
The effective date of the termination. Note that
membership is actually terminated when you
run this process, so if the termination date is in
the future, and you want the member to
continue to receive member benefits, you
should not run this process until the date you
wish to end their benefits. This date then
should always really be today, or a prior date.
Yes
The contact person at the member who is
responsible for terminating the membership.
Normally this would be the billing (AR)
contact, but you can choose any contact from
the “Person” list for this account.
No
If you intend to provide a refund to the
customer for unused membership, you
probably want to check this box, to cancel the
revenue recognition in future periods, for this
account. If you do not intend to provide a
refund (refund is processed separately,
manually, in your ERP/accounting system)
then you should NOT check this box and allow
the revenue deferral process to continue.
Yes
Select a termination reason from the options
provided. This is a standard CRM select list,
and the CRM administrator can change the
available options. This field is critical for
member termination reporting.
No
If desired, provide a text explanation of the
circumstances surrounding termination. This
can be included on reports, but cannot be
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categorized like the termination reason code
can.
Enter in the appropriate fields and click ‘Save’ to save your changes. The account is
immediately terminated and the account’s “Account Status” will become “Past Member”.
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Modify a Company’s Web Directory Information
This section details how to modify the directory information for a company which will
show on the COMPANY999 website under the business directory section.
In the company context, please click on the tab entitled “Directory” (see image below –
yellow arrow)
Upon entering this area, Online Directory Settings, (screen shot below)
You will see the page is comprised of 5 areas:
1. Online Directory Settings - company directory information and permissions
2. Company Directory Category List – the categories a company is associated with
3. Address Permissions – what to show and hide
4. Email Permissions – what to show and hide
5. Company Phone Numbers to Display – what to show and hide
The following information will cover each area in depth.
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1. Online Directory Settings
This area allows you to show or hide the company listing on the website. This directory
tab and area is available, and will only be shown, to companies which are active
members. Any changes made to this area are reflected on the website.
To change the Directory Settings, click on the “change” icon (green arrow above) and
the screen will switch to edit mode.
In this screen you can check whether the company information will appear in the web
directory (light blue arrow 1 above) by checking the box.
The “website basic description” (yellow arrow 3) is where you put a brief company
description (up to 255 characters) which will display in the website company directory if
the company has not chosen an enhanced listing.
The “Web Hide Email Address” (dark blue arrow 2) checkbox gives permission to either
show the actual e-mail address of the email addresses associated with that company
(i.e. [email protected]) or an image of an envelope, which people can click on to
send e-mail through a form keeping the company e-mail address from being made
public. This allows companies to still receive e-mail, but not worry their address will be
picked off the site and put into a spam list.
The “website special offer” text box (purple arrow 5) is where you put in the text for any
special offers the company may have. The shows special from and until dates (red
double headed arrow) are the dates the special will show from and until.
For member only companies, you can set their “website directory listing level” (light
green arrow with “E”). In the dropdown choose either basic or enhanced listing. This
will determine whether the logo an extended description show on the site.
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The “enhanced logo” name (black arrow 9) is the name of the logo you wish to have
associated with the enhanced listing for a company.
Where is the logo located? Under the company context in documents (green arrow
below), when you upload a logo image to documents for that company, it will list them
out. In this case you can see the document for this company (orange arrow below).
Save your information before jumping to the document tab for the picture name, or look
up prior to entering information. Please save the Web directory settings before
visiting the documents area.
Returning to the online directory settings, the final text field is the “website extended
description” (orange arrow 7 below). For companies which have an enhanced listing,
this field is where you can add a long and detailed company description. This enhanced
description will show on the website directory page for the company.
.
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2. Company Directory Category List
The company directory category list is the area where you associate the company to
specific categories. A company may be associated with up to 5 categories.
In this list (see below) you can see the present permissions of those categories.
It will list the present categories which are associated with the company (yellow arrow 1)
and you can add a new category (green arrow 2 above).
Adding a new Category
Before we run through the editing a category feature, this will show you how to add a
new category. In the picture above, you can add a new category by clicking on “new”
(green arrow above). This will take you to the edit screen (below).
In this screen you can choose your category (yellow arrow #1 below) and whether to
display on web or mark this as the primary category. The primary category is the fist
category listed for this company. You can save or cancel (blue arrow #2 below) at any
time.
After choosing the category…
You can select whether to have this category display on the website(blue arrow above),
and if it is the primary category (yellow arrow above).
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After filling out the form, click on save, to save your new category listing (green arrow
above), or cancel to return to the previous page.
Edit a category
Back to the “Company Directory Category list” to edit a category
Click on the category you wish to edit (yellow arrow) and you will be taken to the edit
screen for that category
In this screen you can change, cancel or delete (green and yellow arrows above)
Click on Change to modify the category information, cancel to return to the previous
screen and delete to delete the category.
If you chose “Change”,
You can choose the Category (red arrow above), Display on Web Checkbox (blue arrow)
and Primary category checkbox.(yellow arrow). Then click on “save” to save, or Cancel
to exit without saving (green arrow above).
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3. Address Permissions
This section lists the addresses associated with the company in the company (note: you
can modify addresses in the addresses tab in the company context). For this section,
address permissions show which addresses are displayed on the company’s listing in
the website directory.
To show or hide the address, click on the Address field (blue arrow #1 above)
This will take you to the address details screen where you can click on “change” (green
arrow #1 below) or cancel out to return to the previous page.
If you had clicked on change, this will take you to the modify address screen, where you
can click the Display on Web
Checkbox field (orange arrow #1) and type in the web sequence (green arrow #2). The
web sequence is the order the addresses will show up as on the web directory company
details.
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4. Email Permissions
This Section allows you to set which e-mail addresses will be available on the web
directory. Please NOTE: if you marked “Web Hide Email Address:” In the Online
Directory Settings, that setting only determines if the e-mail will be visible, or whether
people will receive a form to contact mail recipients.
This section determines whether e-mail contact information will be shown for the
company. If you choose not to have this display, then those e-mail addresses will not be
able to be contacted on the web directory.
Click on an e-mail address (green arrow #1 above) to view the details screen (below).
On this screen you can click on change (green arrow 1) to change the settings, or click
on cancel to return to the previous page
If you clicked on change, the page is set for editing..
Click Display on web (green arrow 1) to have that e-mail available on the website. Click
Display in Print Edition (orange arrow 2) to determine whether this e-mail address will be
used in any print features. Click on Save or Cancel (blue arrow 3) to either save or
cancel and return to the previous screen.
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5. Company Phone Numbers to Display
This lists the phone numbers that are displayed on the web directory. Click on the
phone number (green arrow 1) to edit the settings. The status of the phone numbers are
displayed in the Display on web and Display Print columns. (Arrows 2 and 3).
Upon clicking on the phone number, you can see the details screen. Click on “change”
to edit (orange arrow 1 below)
In the edit screen,
Check Display on web to have that number show on the website directory listing (orange
arrow 1). You can also choose whether this phone number will show in any printed
materials (arrow #2). Click on “Save” (Yellow arrow #3) to save these changes. Or click
on Cancel to return to the main directory details screen.
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Modify a Person’s web Directory Details
For directory details for a person, there are two possible tabs which may display. One is
for a person who is part of a non-company member company
Non Association Member Person
The tab for a non-company member shows as “Non member Dir” and has the following
details: web username and password:
When a company is added, any person added will be given the web username of their email address, and a default password of “password96”. When you change that
password, it will be encrypted and only the encrypted version will show after submission.
To change this information, click on “change” (green arrow 1 above)
In the edit screen, you can change their username and password (green arrow 1 above)
and save or cancel (orange arrow 2 above).
You can then see the information you have entered, as well as the web password which
has been encrypted (yellow arrow 1 below)
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Company Member Person
A person who is part of a member company will have the “directory” tab in their person
context (see below)
Click on this to see their directory details screen.
On the Company Member Person directory details screen, there are 4 main sections:
1. Person Directory Listing Detail
3. Person Email Permissions
4. Person Phone Permissions
These set permissions for what the person can do in the company directory listing on the
company website, and which information will be shown.
Please follow below for in depth explanations of each section as seen above.
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1. Person Directory Listing Detail
This section allows you to set login details and permissions for the persons ability to
make changes in the directory.
Click on “change” (blue arrow 1) to enter the edit screen.
In the edit screen you can click on save or cancel to return to the previous screen (blue
arrow below). Please read below to see the information you can modify.
This screen (above) will be broken down into parts for explanation
The “Display on Web” checkbox determines whether
this person will show on the company contact
information.(blue arrow 1)
The “register for events” checkbox gives permission to
register for events (green arrow 2)
The Web Hide Email Address determines whether the
person’s e-mail address will be shown, or a form that
allows sending of email to the person without seeing their email address (red arrow 3).
The “web username” (green arrow 1) field is a required field and is the login name the
person will use to login.
Manage company content (orange arrow 2) allows this person to manage the company
information on the website.
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The web sequence (purple arrow 3 above) is the order this person will be listed in
company contacts in the company information section of the web directory.
The “web password” is the password the person will use. This is show in encrypted
format. When you change it, it will re-encrypt. This ensures anyone viewing the
person’s details in crm will not see their password (green arrow 1 above).
The “manage contacts” checkbox (yellow arrow 2) determines whether the person has
the ability to manage other contacts for the company.
The View and Pay Invoices checkbox (blue arrow 3) determines whether this person is
authorized to view and pay invoices for the company.
Upon completion of your modifications, click on “Save” to save
this information.
(blue arrow 1)
Click on Cancel to cancel without saving your changes.
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On the address permissions list, it details the web sequence, address details, city and
display on web notice. Click on the address text (green arrow 1 below) to modify the
address permission details.
In the Address details screen (below) click on “change” (orange arrow 1) to change the
details on having this information show (checked) or not.
In the details edit screen, check display on web (green arrow 1 below) to note whether
this will show on the web site.
Change the Web sequence to change the sequence this will be displayed in. (blue arrow
2 above). When you are done, click on “save” (orange arrow 3 above) to save your
changes.
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3. Person Email Permissions
For the person e-mail addresses (above) you can see the address, type and whether it
is displayed on the web or in possible printed materials. Click on the e-mail address to
see the details (green arrow 1 above)
Here the details are listed, click on “change” (orange arrow 1 below) to modify
Here you can check display on web(arrow 1 below), or display in print (arrow 2 below)
Display in print is a setting in case this data is used to make a printed directory.
Upon completing your changes click on save, (orange arrow 3 above).
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4. Person Phone Permissions
Here are the phone permissions. Click on the phone number to see the details screen
(green arrow below)
Here are the phone details, click on “change” to modify (orange arrow 1 below)
In this edit screen, click checkbox on display on web (green arrow 1) and/ or display print
(purple arrow 2) and save (orange arrow 3) to set viewable settings.
Clicking on “Cancel” will cancel and return to the previous page without making changes.
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MRM 5.0 System Guide

Transcription

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