Form Management

The Form and Client Management feature provides companies with a tool to record, manage and track customer enquiries. This feature is used to collect customer information that comes through forms on websites or other digital platforms, and to display and organise this information in the CRM system.

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Form Management Module

Form Management Module is the page where Sales Representatives manage the forms of potential client candidates coming from channels. The module allows the Sales Representative to view any form from different services and different dates. Forms are assigned to representatives when they come from channels. If they are not assigned, any authorised user can assign them to the representative who is interested in that service without having to go into detail.

The Form Module contains all information about the form transmitted from the channel. All personal information can be accessed from the external side and at the same time the form status can be displayed. For example, when the form is in the ‘WhatsApp Message Sent’ status, it can be viewed from this window without going into detail, including the previous status of the form. Form Management Module enables the representative to help the right counsellor by showing the time when the form transmitted from the channel was transmitted and the changes.

The filtering system on the Form Management Page also supports special filters that the user assigns for themselves. A user who pre-filters the forms in a specific service and status can save this filtering and access these filters with a single click when logging in again.

Form Management - Filtering

Form filtering feature is a useful tool to show the requested forms to the user with a few parameters. Parameters on the filters are:

Country: Forms come with a phone number depending on the channel they come from and the system automatically assigns a country to the forms by looking at several values including the phone number. Except in some cases, the system finds the country and associates it with the client form and helps you filter this form by country.

Channel: The feature informs the user about the platform through which the form is transmitted. For example, a form received through the ‘Website’ channel indicates that the form is filled in through the user’s site associated with eSoft CRM and automatically added to the system.

Service: It is a filtering option depending on the services created by your company. In this option, when the incoming forms reach CRM, CRM looks at the data of the form and finds out for which service from which platform it was filled out and associates it, for example, it can be distinguished whether it was filled out for the ‘10 May’ Event or the ‘18 June’ Event. The user can create these services in the settings. By clicking on the service, the user can manually assign which ‘Service’ or ‘Services’ the form belongs to.

User: It is the search option for a user associated with forms by the system or manually. It allows you to see which forms are assigned to which user.

Form Status: It is used to display the status of the form changed by the last user. It is a filtering option that can be used to display options such as new forms or completed forms.

Note Status: This is the status that allows the display of forms that specifically match one of the user notes status next to the Form Status. It can be used in cases where it is desired to list only those who have been given an appointment if a note such as the appointment has been given is entered on a form that is still in the Message Sent form status.

Entry/Update Date: In this setting, you can choose which way to use the date filter to be selected. You can use this filtering option if you want the form to select the forms that are registered or updated from which day.

Search Forms: It is the filtering option that allows you to filter between the forms that come with the client name.

Form Management - Create

In the Form Management Module, not only the forms coming from the channels but also the manually added forms are displayed. You can create these forms from the top right corner on the Form Management page.

When creating a form, you are asked to manually fill in the data that should normally come from a form channel. These data are Name, Phone Number, Email, Country, Customer Status, Channel, Services and Registration Date. Only the status field is mandatory and even an empty form can be added if only the status field is selected. The form will be displayed and you will be able to access the fields you want to change.

When the form is displayed, since the sales representative data is not entered, there will be a ‘Define Representative’ option on it. By pressing the ‘Define Representative’ button, you can view and then select the users that can be assigned to that form. When the form is created, it has filtering features just like other forms. There will be no difference from the forms coming from other channels such as Creation, Update date, Add Note and Change Status.

Form Management - Detail Page

By clicking on any of the forms, you can access a page where you can view the form in detail. The page consists of 3 sections, these sections:

Form Information: The Form Information section on the left side of the page is the section where all the information you just saw on the Form Management Page and more is displayed. This section contains extra information coming from the channel with the form. For example, the information sent with the personal question option in the forms from Meta Ads is displayed in this section. In addition to these, there is a button that you need to click to view the client associated with the form by the System or User on the Client Page.

Overview: This section, which covers the body part of the page, contains the internal information of the form and the information in the CRM section. This section, which shows the Registration Date, Registration Type, Update Date and Status, contains information that can also be seen on the Form Management page. The other tab of this section consisting of two tabs, namely ‘Transaction History’, is the tab where all changes and updates made on the form are recorded.

Form Notes: All notes added to the form by Sales Representatives and note status updates are displayed in this section. In this section where all of the form notes can be edited or deleted, new notes can also be created. All details such as who created the notes and their status are displayed in this section.

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