ConvergeHub Blog for 2019

New CRM Metrics To Explore In This Era Of The Customer

Most activities in businesses are tracked, used and measured to evaluate the performance of the departments and its staffs. While this is useful and necessary, most, if not all of the KPIs (Key Performance Indicator) metrics are internally oriented. This implies that most KPIs are targeted on improving internal performances instead of finding out whether customers are happy with their services. Here are some of the top legendary KPIs that most businesses look for in their easy to use CRM software, be it Salesforce or any other Salesforce Alternative CRM solutions available in the CRM space.

Most activities in businesses are tracked, used and measured to evaluate the performance of the departments and its staffs.
While this is useful and necessary, most, if not all of the KPIs (Key Performance Indicator) metrics are internally oriented.
This implies that most KPIs are targeted on improving internal performances instead of finding out whether customers are happy with their services.
Here are some of the top legendary KPIs that most businesses look for in their easy to use CRM software, be it Salesforce or any other Salesforce Alternative CRM solutions available in the CRM space:

FCR (First Contact Resolution)
Number of transactions handled and offered by channels
AHT (Average Handle Time)
CSAT (Customer Satisfaction) score
NPS (Net Promoter Score)

However, in the present times, digital transformation initiatives will make businesses to change how they treat their customers.

Therefore, the KPIs and metrics used to evaluate the performance of sales and support teams must also change to make them more customer-centric.

91% of businesses with over 11 employees now use CRM, compared to 50% of those with 10 employees or less. Click To Tweet

As a matter of fact, these new customer-centric metrics should focus on identifying how customers view the brand and determining what needs to be enhanced to improve their customer experience.

This is where CJA (Customer Journey Analytics) comes into play, whereby the new challenge for businesses is to come up with a set of new metrics that can help to evaluate what matters the most to the customers and thereafter provides actionable insights using easy to use CRM software, so that businesses can use this information gathered in the CRM database to determine processes and systems that can aid in fixing the customer’s needs.

We as one of the best vendors of award-winning small business CRM software have identified the following five metrics for businesses to use and evaluate their performance from the customer’s perspectives:

Ease of conducting business– The perception of the customers of how hard or easy is it for them to conduct business with your brand.
Emotion and Sentiment Score– How your customers feel when they conduct business with your brand (happy/unhappy, enthusiastic/blasé, satisfied/displeased, fulfilled/frustrated, etc.)
Transaction profile– The amount and type of activities that customers do by category with your brand
Wallet share– What proportion of your offerings the customers are using
Repeat business– The number of times and the dollar value of purchases made by each customer of your brand after their initial transaction with your company

How to calculate customer-centric metrics?

The greatest challenge with metrics that are customer-centric is that they cannot be calculated using the old system as required for calculating traditional KPIs as listed above.
Hence in the present times, businesses and brands need different processes and systems to accumulate customer-focused data.

Moreover, there are different ways to calculate some of these metrics, which makes it difficult for performing external benchmark comparisons with these new metrics in the line.
Therefore these new metrics should not matter within a business as long as they are measured on a consistent basis.

Hence, companies, in order to calculate these metrics, need to create new processes to apply to the findings of these metrics, which signifies a substantial change for brands that have been using the same legacy KPIs for close to 20 years.

However, while this is difficult, it is a necessary step in any digital transformation.

It is true that businesses will still continue to need many of the same systems and processes they have been using for decades, like easy to use CRM , IVR (Interactive Voice Response) systems, quality management, workforce management, recording systems and more. Since these systems are needed and should be still used to keep support centers operating properly.

However to calculate the performance of the brands from the customer perspective, businesses now requires VOC (Voice of the Customer), IA (Interaction Analytics), Predictive Analysis, CJA (Customer Journey Analytics) as well as input from other systems already used by the company, like ERP (Enterprise Resource Planning) and more.

This is because data from all these solutions are required to be analyzed on a stand-alone basis as well as in combination with data found in the CRM database to fully understand what is happening with the customers.

Hence, all these relevant data from these disparate solutions must be entered into a CRM solution, so that the information can be used holistically to gain a proper understanding of what is happening to the customers at every touch-point of the customer journey.

Conclusion

Therefore, in brief in this era of digital transformation businesses needs to change how brands view and treat their customers, which we hope by using the five customer-centric indicators mentioned above should definitely be a step in the proper direction to aid organizations to acquire the information they require to meet their modern day customer’s high expectations and succeed in reaching their business goals.

How to Define Customer Service Using Personas

There was once a famous saying “if you build it, he will come” from the movie ‘Field of Dreams’. However, although it might have been the case in the movie, nevertheless it is not always the truth in real life scenario, especially when we are discussing customer service with the help of all-in-one easy to use CRM in the modern marketplace. It is very convenient to seize upon a trend or attack on an alleged gap in customer service, be it chatbots, self-service options, or AI (Artificial Intelligence). Moreover, your competitors might be offering customer service in a way your business does not, along with the ever-escalating pressure of rising customer expectations, which all combine to make it easy to jump in and build solution channels, and new engagements for your customers encountering problems.

There was once a famous saying “if you build it, he will come” from the movie ‘Field of Dreams’.
However, although it might have been the case in the movie, nevertheless it is not always the truth in real life scenario, especially when we are discussing customer service with the help of all-in-one easy to use CRM in the modern marketplace.

It is very convenient to seize upon a trend or attack on an alleged gap in customer service, be it chatbots, self-service options, or AI (Artificial Intelligence).

A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well. - Jeff Bezos Click To Tweet

Moreover, your competitors might be offering customer service in a way your business does not, along with the ever-escalating pressure of rising customer expectations, which all combine to make it easy to jump in and build solution channels, and new engagements for your customers encountering problems.

But what can you do, even if you had done all the work to offer new customer service options and they are not being used despite the mountain of reasons that led you down this path?

What could be happening?

Is it possibly that this fall in your service is occurring because you failed to consider the personal angle while trying to offer your service to the customers?

What are Personas?

Personas appeared very first in the areas of product designing in the 1990s, which served as a more fictional representation of customers and prospects.

In fact, all personas have a defined “biography” that not only typifies their desires and goals but also represents their limitations and challenges. Those are traits which helped the development of offerings that would make the products and services interesting and useful to its users, ensuring greater success of selling the offerings to the consumers that match these personas.

Personas were created by examining the existing users of the products or services for their traits (appending data with surveys and interviews) and also by interacting with prospects when a new offering for a different target market got introduced for selling the offering.

The required qualities that were required for creating personas included skills, patterns, attitudes, environmental details of the existing customers and more.
At times fun fictional personal details (including names and pictures) were also added to the personas to make them more relatable.

How personas can affect customer service?

Using personas in customer service does not differ much from its use in sales or in product design. There just might be some extra details to add that are not captured from the product design perspectives, since the nuances of customer service can be slightly different.

For example, unlike factors that does not influence the creation of persons in product design like ‘languages’, traits like this are necessary for creation of personas to be used for providing enhanced customer service, and also in sales, since customers might be more adept in another language, and so if the service that is provided via chat, telephone or the knowledge base is not available in a language that is used by most of your customers in a specific demographic location, they will naturally struggle to resolve their issues, which will consequentially lead to lower customer satisfaction, leading to higher churn rate along with no positive referrals.

Similarly, access to and familiarity with technology can be another important factor while building personas for customer service. For example, someone from the “Boomer” generation might prefer to use and avail service over the telephone rather than visiting a website, whereas “Millennial(s)” or the “Generation Z” might expect availing service anytime and hence prefer mobile-optimized experience from their brands.

The key over here is to determine how the challenges and expectations of each personas impact which channel and methods are available in customer service.

Now, it is most likely that there will be common grounds in how traits of personas overlap and drive what type of customer service to offer. For example, although all customers might get along fine with telephone-based services, however, some customer personas might rank it higher than others.

The trick over here is to remain sure that when you are looking at the available service options through the eyes of each persona in your easy to use CRM , there should not be any lack of options that would make users to remain happy with your services.

Certain caveats

Now, if your customer support personas are not carefully crafted, they can do as much harm as good for the reputation of your brand.

Therefore, here are three things that you must ensure while creating support personas with information stored about your customers in your CRM database.

Firstly, always remain extremely careful about stereotypes. Therefore, perform adequate research to determine the true attitude, behavioral patterns, environmental details, and skills of your customers before selecting their personas so that they can engage with your customer service team is a manner that makes them feel comfortable while finding answers for their pain-points and issues.

Secondly, always keep in your mind that personas do not remain static like other aspects of your business.
This is because, since personas represent humans, they evolve in slow progression over time.
Now, changes in your offerings and changes in the attitude of the customers both drive this, for which it is advised that you must periodically check-in on the real customers that the personas in your easy to use CRM represents, for updating their individual preferences, likings and skills.

Lastly, do not overdo, as it is best to have just two to three support personas created in your easy to use CRM that represent the bulk of your customers as a multitude of personas can easily create greater confusion lead to a fall in your customer support efforts.

Conclusion

Therefore, if you are finding despite what seems to you like a great service your customers are struggling to find answers to their issues, it can be possible that your service options are not matching the real expectations of your customers and hence you need to develop personas to look at your service from their perspective and find boost in customer retention and rapid business growth.

How To Use Intent Data Effectively To Become A Sales Rock Star

Most lead generation rock stars in every organization have their own secret recipes when it comes to developing and executing their lead generation campaigns using easy to use CRM software. Whether it is the use of Big Data, Predictive Analysis, Creative Persona Development, Use Case Study or Voodoo, every rocking sales lead generating person has an under-covered thing that makes their perfect campaign recipe. In fact, the Internet is filled with ticks, trips, methodologies and numerous how-to guides on what it takes to make leads and prospects ‘sing’ your pipeline tunes.

Most lead generation rock stars in every organization have their own secret recipes when it comes to developing and executing their lead generation campaigns using easy to use CRM software .
Whether it is the use of Big Data, Predictive Analysis, Creative Persona Development, Use Case Study or Voodoo, every rocking sales lead generating person has an under-covered thing that makes their perfect campaign recipe.

Each year, 70% of businesses state they plan to increase spending on technology. The figure remains the same in 2019. Click To Tweet

In fact, the Internet is filled with ticks, trips, methodologies and numerous how-to guides on what it takes to make leads and prospects ‘sing’ your pipeline tunes.

Big Data, Intent Data, and Predictive Analysis

If you are into business and especially into marketing you must have observed that every other year there seems to be a novel marketing “flavor of the year” that will try to throw light on the lead generating business.

Even as of now, Big Data seems to turn out well as databanks are stuffed to the gills with volumes of external and internal contacts that are available in every imaginable shapes and size.
Predictive Analysis also found a big recognition in the modern time, as it promised that it will help innovative marketers to “guess” which leads are going to most valuable even for the most ambitious sales pipelines in their easy to use CRM software.

Now, marketers who are more cynical among others may be tempted to ask: “Is intent data marketing just another fad?”
Well, this is definitely an intelligent question, as we must know what makes intent data different from other lead generation tools.

Now, modern-day marketers always look for ways to make data available in their CRM database more actionable and scalable so that it can better target prospects at their various stages in the sales pipeline in their buyer’s journey.

Well, in a gist, that is exactly what intent data promises and delivers to the marketers, guaranteeing success in their deals.

Therefore, intent data quite simply hones in the stealthy signals which indicate that a person is particularly looking for your brand’s offerings in the marketplace, which helps in targeting users that have demonstrated their intents through website visits, product searches, white paper downloads, and others.
In other words, intent data is the ‘work-horse’ for modern-day marketers in the lead generation world.

This is because intent data can help boost engagements across several use cases which mostly works for ABM (Account Based Marketing) ad targeting, lead scoring, sales data and account managing, lead generation activities and more.

Is there any guarantee for marketers working with intent data?

Well apparently stating it is not.

Nevertheless, as no strategy in marketing remains constant let us now explore how intent data when used with easy to use CRM can help increase your businesses’ bottom line.

TEN COMMANDMENTS FOR INTENT DATA-INFUSED LEAD GENERATION CAMPAIGNS

Know your prospect

For intent-based marketing, primarily begin by developing buyer persons for your offerings.

Get inputs from all major stakeholders on both marketing and sales sides in your company, and thereafter when you conduct research, make sure that you answer these following questions that include:

What issues do your targeted prospects must care about?
What are the present hot topics in their industry?
Which keywords your targeted prospects use when they search for solutions pertaining to your business?
Which events do your targeted prospects visits and attend?
Which publications do your targeted prospects read and trust?
Which are the influencers that your targeted prospects turn to for enhancing their skills?
Who are your top competitors in your line of business?
What technology stack your targeted prospects use and whether they are complementary to your offerings?

Understand the marketing metrics

Marketing metrics and indicators may vary to reflect business priorities; however, measurements in your easy to use CRM will surely identify specifications, such as:

Lead conversion rates
ROI on lead generation spent
Sales cycle timings
Boost in increasing your brand offering’s footprint within key accounts
Progress in your ABM programs

Know the customer

Maximize your businesses’ revenue goals by understanding specific criteria if the customers, which include:

Least and most profitable customers by geography, industry, product line or any other variables that are critical for your ABM email campaigns
Best cross-selling/up-selling opportunities
Best time to grab additional revenue from existing customers in your CRM database
Outcomes of specific engagements of the customers as an indicator for your future ABM initiatives

Know the platforms

Based on your lead generation requirements, you may need many systems, which can include plain vanilla CRM systems, marketing automation platforms, demand generation automation tools, business intelligence dashboard, or rather to say an all-in-one CRM platform (which includes all these tools) and is compatible to your mar-tech stack.

Honor your content marketing strategy

A good content marketing strategy (after a degree of diversity and experimentation) can be the biggest growth opportunity for your business.

Therefore use infographics, videos, micro-site blogging, corresponding email assets, testimonials and reviews, research reports by which you can refine your ABM lead generation over time.

B2B Marketers own the top of the funnel

It has always remained a topic of heated dispute whether sales or marketing owns the funnel. Nevertheless, in the modern marketplace, both sales and marketing are held responsible for generating specific sales goals, as no longer the sales teams are the only proprietor for nurturing leads from awareness to purchase.

Sales Reps must follow-up speedily with prospects

Providing a fast response at times can boost the odds of converting the eager prospect into a customer of your brand exponentially.
Therefore your sales reps should follow up immediately by emailing contents designed to advance the conversation forward after making sure that the content is “mapped” appropriately in context to the buyer’s persona, industry, and the stage they are in of the buying cycle, before making a follow up with a phone call.

Focus on solving problems instead of hard selling

Marketers must work in tandem with the sales reps to make them avoid any hard pitching of their offerings.

Therefore the most effective way to open up a conversation after the initial intro of your brand is to make your prospects understand why you have called or how your offering(s) can help to solve their issue.

Do not hand off leads to the sales reps right away

Primarily before you pass-on a lead to the sales team make sure that they are properly scored.

For this define the lead stages and make sure both your marketers and sales reps are crystal clear on terms like “MQL”, “SQL”, Raw Leads, “SAL” and others. Since these terms do not mean anything unless everyone in your company understands what is required to meet these criteria.

Be persistent in developing reporting to measure success and improve programs

Finally, look into metrics like ‘sales accepted leads’ or ‘conversion to opportunity’ or if your lead scoring system is functioning optimally and where you need to make changes for finding business growth .

Remember to adjust your lead-scoring process once every quarter, until you feel it is right.

Takeaway

Therefore irrespective of whether it is internal, external or behavioral, intent data is designed to identify your prospective leads who are interested in your offering right now.

Hence pairing intent data with other signals that are found in Salesforce or even Salesforce Alternative CRM software platforms especially created for small businesses truly helps in leveraging and understanding your prospective customer’s insights for more lead generation opportunities, sales and thereby aid in finding rapid business growth.

Easy Tips for Overcoming B2B Sales Management Bottlenecks in SMB

Anyone working in sales as a manager with or without a easy to use CRM solution knows it takes an intensely strategic and systemic approach to get those astonishing performance results that every leader in sales want to achieve for consistent business growth every month. However, it only takes a few common mistakes to ruin these highly systematic and strategic approaches and lose the battle. Therefore, to bring in consistent and exceptional performance, eliminating existing bottlenecks in sales is most needed to get your sales team met their goals in no time.

Say Bye-Bye to Sales Management Bottlenecks !
Anyone working in sales as a manager with or without an easy to use CRM solution knows it takes an intensely strategic and systemic approach to get those astonishing performance results that every leader in sales want to achieve for consistent business growth every month.

You don’t close a sale, you open a relationship if you want to build a long-term, successful enterprise-Patricia Fripp Click To Tweet

However, it only takes a few common mistakes to ruin these highly systematic and strategic approaches and lose the battle.

Therefore, to bring in consistent and exceptional performance, eliminating existing bottlenecks in sales is most needed to get your sales team met their goals in no time.

Hence, to get started, here are a few top sales management tips to eliminate the pain points in managing sales by saying bye to potential bottlenecks:

Bottleneck# 1

The Dearth of Time Management

Sales management is one of the most dynamic and fast-paced positions in any organization. Therefore keeping that in mind, even if you are using a business tool like Salesforce or any other Salesforce Alternative CRM software to streamline your workflow, it is too easy to lose focus and remain in track to make time for the most important tasks.

Solution

Effective planning is one of the most successful ways to avoid sales management bottlenecks related to time management which can be accomplished by defining the role of each sales rep in your team and thereafter making it a habit to review their progress on a weekly basis using metrics found in easy to use CRM software.

Bottleneck# 2

Not Being Consistent

There is always a war between sticking to the rules and then again letting some sales rep get away scot free even after doing things in their own way. This happens because sales managers at times connect better with some sales rep and so even trusts them more.
Now, doing this could lead to a shifting of the sales goals to accommodate their favored reps who are not playing by the rules.

Solution

Consistency is most often one of the differentiating factors between being just good and overwhelmingly great.
Hence while evaluating the performance of your top reps, it is important to remain consistent in the way you treat your salespersons and your expectation of them, hence simply because any of your top reps are bringing in sales at twice the rate of everyone else does not make them untouchables.

Always remember, everyone in your sales team has the responsibility to be a good employee, and so if anyone cannot play by the rules, let them go, as they will certainly undermine the morale, create unnecessary divisions, and poison others in your sales team.

Bottleneck# 3

Lack of Training

Training and developing sales reps is one of the most challenging jobs that a sales manager need to do. Hence, as a sales manager never tell your reps what to do, but instead teach them, as just instructing the reps what to do as an alternative of teaching them creates ill-equipped sales reps those who fail to work through problems or handle challenges.

Solution

To eliminate this sales management bottleneck coach your sales reps to make the most out of them and teach your salespersons what they can be. Avoid stooping every time to their rescue, but instead, set goals for them and provide the tool they need (like easy to use CRM software) and let them handle their own issues.

Bottleneck# 4

Unaligned Sales and Marketing Departments

There has always been a huge rift between the marketing and sales teams in most sales-oriented organizations, which a big part that creates bottlenecks in sales management jobs.
This is because, if you take a big picture view, to a lot extent both these two departments in an organization share similar objectives, and hence a divide between them most often hampers productivity.

It has been observed by us as one of the award-winning vendors of small business CRM software solution, that sales often blames marketing of not generating enough leads, while on the other hand marketers feel that the sales teams are not putting-in adequate efforts in order to convert the leads they generate into a sale.

Therefore having these two teams on a collision course often times results in limited productivity as both these teams are needed to tackle challenges together with their effort overlapping each other for finding rapid business growth .

Solution

The earlier you can align your sales and marketing teams the sooner your sales management will start paying off which in turn will help in eliminating sales management bottlenecks.

Hence to get started primarily ensure that the communication between these two departments in your organization is streamlined and thereafter create aligned objectives to motive both the teams to work together for creating marketing campaigns and strategies using easy to use CRM software solutions for boosting sales and business growth.

Bottleneck# 5

Lack of Data Analysis

Understanding your sales data in the easy to use CRM database also plays an effective role in eliminating sales management bottlenecks.

Therefore, create a data-driven strategy and analyze the available data for drawing insights from the information available in your CRM database.

Solution

There are several tools available for data analyzing and reporting. Most businesses nowadays use cloud based CRM tools to get access to a comprehensive report in the form of graphs, maps, and charts which makes it easier to diagnose issues in the sales pipeline, seal loopholes in the sales management process and streamline your sales teams efforts for finding optimal efficiency.

Takeaway- Navigating the Hurdles

Solutions for winnowing out sales management hurdles and bottlenecks are never one-size-fits-all strategies. Therefore, as a sales manager, you are required to keep adapting your methods to changing times as no object on the sales management path is insurmountable, since as a manager when your employees feel like you have their best interest at heart, they are more likely to respond positively and work towards winning more sales for your business.

Quotation Listing

You can get an overview of all the quotations through the quotation listing page. Name of the quotation, account name, contact name and deal name are all mentioned here. You can change the display pattern of the quotation listing page by clicking on column or row view . New Quotation can be added to the Quotation Listing page from the ConvergeHub link at the left column or by clicking on the tab in the upper right corner of the page.

You can perform a quick search by inputting a keyword in the search field.
You can also search the quote by using various advanced search criteria through the Advanced search link.
The various combination of advanced search criteria can be saved and edited with keywords of your desire and can be used to search repetitively.The keywords or phrase you have saved are available on the Saved Searches drop down.
By selecting check boxes beside the Quotations, you can select one/multiple quotes and can mass update them through the Action drop down.
The Quotations can be added to your favorites by clicking on icon.
The Quotations can be followed by clicking on icon. You will be able to receive all the status changes and updates regarding the Quotation in the feeds.
You can export one/multiple quotations to PDF and Excel format by clicking on icon and icon. You can delete one/multiple quotations by clicking on icon.
You can add note, comments or view the list of followers of any quotation by hovering the mouse on it.
You can perform mass update on the quotations by clicking on the Action drop down. (Please note you need to select the check boxes besides the quotes to mass update them).
The display of Quotation Listing fields can be customized by making mouse hover on and then selecting the required fields that you want to display.
You can add comment, convert invoice and copy the quotation by clicking on the select drop down option
You can edit or delete a quotation by hovering the mouse on it.
You can set the number of rows to be displayed in the quotation listing page by clicking on the show drop down option.

Send Agreement

You can send agreements to leads and accounts from their respective details page.

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Click on Generate Agreement from the Action drop down in the leads/accounts details page.
Type in the Agreement Name.
Choose the agreement template from the drop down.
Click on Generate to complete the procedure.
Once you click on Generate, you’ll get a pop up:
From here, you can send the agreement in any of the three ways: Email, FAX and DocuSign. Or else, you can also cancel the process.
Click on Cancel to stop generating the agreement.

Please Note
You can view all the generated agreements for respective leads and accounts from their details page itself. The generated agreements appear in the sub-panel under the Library section of the the details page.
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Quotation Details

You can view the details of a Quotation by clicking on the respective quotation in the Quotation Listing page. You will be able to view the details of the Quotations through the Tabs i.e. General, Details, Address, Other and Tags. You will also be able to view all the updates on the corresponding Quotation through the Feed tab.
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The quote can be added to your favorites by clicking on .
The quote can be followed by clicking on . By doing so, you will be able to receive all the quote status change and update in the feeds.
You can edit the quote detail by clicking on the link.
Information about the quote such as Assigned To, Deal Name, Quote Stage, Valid Till, Contact Name, Account Name, Carrier and Comments is displayed under the General category.
The Details tab displays information on Quotation such as Product Name, Qty, Unit Rate, Sale Rate, Tax%, Tax and Total. It also displays the Grand Total obtained after applying Discount, Tax and Adjustments.
The Address tab displays the details of the Billing Address and Shipping Address added for the Quotation.
The will take you to the previous page.
The icon helps you add notes to the quote.
You can Copy, Edit, Print and Convert Invoice by clicking on the action drop down.
You can put your Comments on the Comment field and can view Comments of others.

Feed Tab

You can view all the updates on the corresponding Quotation through the Feed tab.
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You can share link from the option.
You can write your own comment in the comment box and share it with other users by clicking on the tab.

Create New Agreement

You can create new Agreements in the Converge Enterprise system through the Templates section.

New Agreement Template can be added either by clicking on convergehub link in the left column or by clicking on tab in the upper right corner of the Template listing page.

Name field is mandatory to fill.
Set broadcast type for which you want to create the template. In this case, select Agreement from the dropdown option.
Add template variables by selecting the required modules from the drop down option and then selecting the required field.
Click on to add variables in the body of the Template.
Select from the predefined Templates to create a template as per your requirement.
After the completion, click on the option to preview the template.

New Quotation

New Quotation can be added by clicking on ConvergeHub link in the left column or by clicking on tab in the upper right corner of the quotations listing page. Detailed information on the Quotation can be added through General, Details, Address, Other, and Tags tabs.

General tab helps you add information such as Name (which is compulsory) Deal Name, Quotation Stage, Valid Till, Contact Name, Account Name, Assigned To and Carrier name.
Detailed information on a quotation can be added through Details tab. You can select Currency and enter Product name, Quantity, Unit Rate, Sale Rate, Tax, Discount and Adjustment.
You can add Billing Address and Shipping Address from the Address tab.
After the completion of each tab, click on to proceed to the other tab. Click on to stop adding the new quote.

Edit Quotes

Quotation can be edited by clicking on the ConvergeHub link in the Quotation Details page. You can also click on the icon from the Quotation Listing page to edit the Quotation. The Quotation details can be edited from the tabs General, Details, Address, Other and Tags.

You can edit general information such as Name, Deal Name, Quotation Stage, Valid Till, Contact Name, Account Name, Assigned To and Carrier name from the General tab.
You can change the Product Name, Quantity, Sale Rate, Discounts and Adjustment from the Details tab. You can also add a new product to the quotation from here.
You can change the Billing Address and Shipping Address details from the Address tab.
Click on to complete editing the quotation. Click on if you do not want to apply the new changes to the quotation.

Submit a Ticket

The user can notify the admin of a problem faced while using ConvergeHub by Submitting a Ticket.

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Input a self-explanatory subject title for the problem that you are facing in the Subject field. It is a mandatory field and therefore, can’t be left empty.
Select the module name for which the issue has occurred from the Application Area dropdown.
Select the nature of the problem faced by you from the Request Type dropdown.
Add description in the text area provided.
You can attach the screen shot to help support team understand your problem better.
Complete the process by clicking the button.

Check Ticket Status

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You can get a listed view of all the support requests raised by you from Check Ticket Status listing page. You can customize list view by clicking on or .
New support request can be lodged from the listing page either from the Submit A Ticket link in the left column or by clicking on button.
You can perform a quick search by inputting keywords on the Search field.
You can also search within the listing page using the various search criteria available in the Advanced Search link.
The various combinations of advanced search functions can be saved and edited with keywords of your desire and can be used to search repetitively. The keywords or phrase you have saved are available on the Saved Searches drop down.
You can also sort through the listing page by clicking the various fields in the listing menu.
You can adjust the view of the fields by making the mouse hover on and then selecting the required fields you want to display.
You can see the list of followers corresponding to a support request from inline edit panel.
The listing page is paginated so that you can adjust the number of records displayed per page.