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June 6th, 2016 by Mark E. Perone
This is the scene in the majority of CRM implementations. Why?
Have a Vision and Know Your Processes to Maximize CRM Utility The most important part a decision maker can play in any software implementation is to make sure all stakeholders are considered in the CRM decision making process. Requiring the organization to document its day-to-day operations is a critical step in making sure all stakeholders and their current processes will be supported by any new enterprise software. There are a number of qualifying questions all company leaders should be asking regarding the way business is being done today. Questions to ask as you develop a CRM implementation Strategy:
By choosing a new CRM solution, the course of business will change forever for all employees. Yes, ALL employees. Whether directly acting in the CRM solution or using information contained in the system, organizations are forever changed when consciously reorganizing customer information under a CRM. Involving frontline users in the definition of software requirements and even in the selection process will improve the ease of implementation and adoption. The idea of implementing a CRM, after all, is streamlining employee interaction with customers and developing a detailed method to study your customer relationships. Specifying who will do what, when, and why are the precursors to generating a process orientation. As a tenured Infor CRM channel partner, Simplesoft Solutions has driven business solution implementations and training for companies large and small. Throughout our 20+ year history, we have determined a company’s vision statement for CRM is the first step to comprehensively defining the framework for the entire solution. We work with our clients using a Balanced Scorecard focusing on four pillars of Strategy, People, Processes, and Technology. Proper planning and implementation in all four areas is key to strong CRM engagement. Look for more articles in our series “The Rear View Mirror” and learn more ways to improve CRM adoption from Simplesoft Solutions. We will focus future articles on each pillar of Strategy, People, Processes, and Technology. If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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February 18th, 2016 by Paul
I understand synchronization is not a predominate deployment method for Infor CRM today, but our company still uses it. I am a new administrator and I wondered if you can provide an overview of synchronization? Can you also show me how to tell the last time a user synchronized? Yes of Course. Sync in general is a topic that takes quite a while to explain, and even more time to fully understand, so I will try my best to be thorough but concise. From an end user’s perspective, it is easy and that is the most important part. In the Administrator, there are 2 dates that will be pertinent to the remote users. They are the ‘Last Send Date’ and ‘Last Apply Date’. The ‘Last Send Date’ is the last time the Sync Server sent files to the remote user. For the most part, this date should be fairly regular as files are sent to the remotes every sync cycle during the work day, depending on how this is configured. TEF files are sent to most (if not all) users when changes are made. The ‘Last Apply Date’ is when the remote user sends files back to the HOST database. This date can vary more widely as it only gets updated when the remote user has files (made changes) to apply. If the remote users are working inside of Saleslogix and syncing regularly, this date should be within the last few days. There are a couple of tools that we have in place to automatically monitor the Sync Service that we have modified from a partner source. Notably a Windows Script that works well with Exchange server. There is a built-in Saleslogix tool called ‘Sync Monitor Console’ that you can open and view the status of the Sync process. Let me start out with the built in tool. 1. The ‘Sync Monitor’ provides you with a GUI interface to see what the Sync Service is doing, and the date/time of the next scheduled process job along with historical jobs. It provides you with the window to make sure things are moving correctly. It is more of “pull” the status type of tool or specifically where you need to open the tool to check the status. It is a good tool, but more reactive. 2. Simplesoft has built a couple of tools that allow you to monitor the Sync Service a bit more closely than just opening up a GUI interface. Our tools are sent by e-mail and come to you as a “push”. The first tool we have is our “Sync Report’ which provides you an e-mail on a scheduled basis telling you which users are syncing (and which are not) along with some vital information about the health of your Sync Server. I have attached a screen shot of ours from this morning.
Additionally, we have developed a scheduled job that has thresholds built in to allow you to tell when the Sync Service has stopped. I don’t have an example of that one to share, but it fires off an e-mail basically telling you ‘The Sync Server has not sent files in X period of time’. Both of our tools are built off the database tables used for the sync process and are set up through a Windows task scheduler and sends e-mail alerts. We recommend using a distribution group for the e-mail. With the tools mentioned above, an Administrator can tell fairly quickly when there is an issue with the processes that run the synchronization engine. When the operational monitoring tools are put into place, corrections can be made before it becomes a bigger issue. You would then be working in proactive mode more rather than reactive mode. We can help you to configure the Administrator to review the dates a little better by turning columns “on” for visual review. We can also help you implement the monitoring tools to see the process via e-mail. If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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February 9th, 2016 by Paul
We are having trouble with remote client changes making it “to/from” the remote client during the Synchronization process. Do you have any suggestions for troubleshooting the process? Yes. Many times synchronization issues can be due to configuration settings or permissions. A good place to start is figuring out where the change files are breaking down and working to resolve from there. The following is a procedure for figuring out where the change files are failing to move properly. Sometimes an unexpected reboot of servers can cause issues. How to “follow the TEF” from remote to Synchronization server: Remote client Computer tasks ===================== 1. Start on the remote side and already synced up 2. Make sure the remote sync is off and set the Sync Options to not ‘Send changes’ 3. Have the remote create an account, let’s say ‘XYZ Corporation’ for generic tracking – Identify the AccountID on the Detail tab – confirm it is saved etc. (F5/Shift-F5) 4. Confirm the TEF file created and review in TRNVIEWER if needed 5. Confirm the size of the file and name and make a copy if needed. (Preferred) C:\Documents and Settings\All Users\Application Data\SalesLogix\Sync\Outfiles C:\ProgramData\SalesLogix\Sync Main Office Computer tasks ===================== 6. Place the synchronization server service on pause or stop (Preferred) – Reset option to ‘Send changes’ on the Remote client 7. Synchronize the Remote client and send changes to the server 8. Confirm the TEF file transferred to the Infiles (FTP/Network) and review in TRNVIEWER if needed – Confirm the size of the file and name is the same and make a copy if needed – You can sort by sitecode with the file type to filter by the specific user 9. Cycle the synchronization server manually 10. Confirm/make sure that the new account gets to the host in the client application Find the Account and confirm the information by the AccountID on the Detail tab Synchronization Server tasks ===================== 11. Confirm that the Account is being sent to other remotes as appropriate (I.E. Team membership or Account Ownership) – One thought would be to run the synchronization manually and see the new account going to team members – An additional task would be to confirm the account on an additional remote client Remote client Computer tasks (Assuming the Account is received on the remote client) ===================== 12. Create an opportunity for the Account for number 3 step 13. Repeat the steps, for the following of the TEF files (Steps 6 through 10) 14. On the remote, make updates to the account and opportunity 15. Repeat the steps, for the following of the TEF files (Steps 6 through 10) – Use history actions, create activity changes, key fields etc. 16. On the remote, make a change to the Phone Number for the account and the Probability field on the Opportunity 17. Repeat the steps, for the following of the TEF files (Steps 6 through 10) Note: We are looking for symptoms where the TEF files are not being created, moved to another folder, (for example Rejected or Archived), TEF files with errors, sitecode issues, malformed TEF files etc., Keybase issues with a naming mismatch, or missing files waiting for sequence processing during a synchronization of service. All the settings need to be set back to the original settings after testing. — How to use the TEF Viewer ===================== Open SalesLogix Transaction Viewer (Default location is C:\ProgramFiles\SalesLogix\Trnviewer.exe) Log in as the Admin user Click the “Foldername” folder and click Open (you can filter to the specific user by choosing them from the bottom dropdown) Click the TEF in question and click Open Simplesoft can assist with this process by helping to analyze the TEF files with you. If you are requesting help from Simplesoft or Saleslogix/Infor CRM, you will need to compress the following files and send with your request: – syncerrors.txt and log file for the just completed sync from the Host server – syncerrors.txt and syncstatus.txt text files from the Remote client computer and any Saved TEFs on host (copy of them before they get processed) It takes some time to work through this list. Other testing can be performed as needed. “We cannot solve our problems with the same level of thinking that created them” If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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February 2nd, 2016 by Paul
Over the last few years, installations of Infor CRM have been shifting from On-premise into the operating cost bucket (CAPEX to OPEX). We do see more new deployments launched in the Cloud (SaaS – Software as a Service) than ever before. However, this trend is not universal to all customers because on premise has not gone away. Infor CRM is one of the few solutions available in both On-premise and Cloud. Infor CRM is flexible and with its single tenancy model in the Cloud, a database can be moved either direction. One strong advantage to the On-premise story is that integration is a bit easier behind the firewall. At Simplesoft our deployment pros have installed Infor CRM in many different ways including DMZ, with various proxies, Windows Authentication, and security ports like SSL for encryption and even with front end servers for the load balancing of web servers, etc. Bottom line: We find ways to make the Infor CRM installation work successfully and can think outside the box. Today’s article provides some tips and hints to prepare for a successful On-premise installation. 1. Prepare the hardware platform / provision the servers Starting with the compatibility guide, a customer can get a feel for the hardware needs, operating systems, and database editions and versions for the latest editions of Infor CRM. There are many factors that make up the final configuration recommendations. For example, the number of users can have a huge impact on how many servers are required for high demand setups or even how much data and which technologies need integrated. 2. Download the software needed and have the licenses ready Infor offers a great portal for the management of items like licenses, software, patches, knowledgebase articles, and how to references via documentation. The software and patches can be downloaded from the Xtreme Portal for installation. The exact files and steps will depend on the version of Infor CRM that is needed. We are happy to guide customers in all aspects of the software. 3. Prepare for the configurations Here are few of the basics that need to be prepared before the installation to maximize the results:
These steps will help avoid issues in the installation process. 4. Consider the prerequisites With each version of any software there are various components that, when installed properly, make the general software install go smoother and reduce waiting time.
5. Installation and configuration The installation varies for the version of the software and how many servers are needed for a particular configuration or security requirements. A 200 user setup is different than a 10 user setup. We are experienced at many complex configurations. 6. QA the results Follow the standard Simplesoft quality checks to ensure the software is installed, services running, and features configured properly for optimized results. With any enterprise tool there are potential pitfalls with the preparation and installation steps. With the guidance of Simplesoft Solutions, you can avoid a long deployment cycle and will have your users in the tool faster than without us. Take our tips into consideration for long term success and getting things installed right from the beginning. Mentally, the only players who survive in the pros are the ones able to manage all their responsibilities. If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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December 23rd, 2015 by Paul
Its seems our indexupdates table is growing. What can be done? Although this is an older issue and now corrected, you should still monitor the table to make sure that the indexupdates table is cleaning up after itself. There are a few short steps for the potential resolution (the steps can be time consuming but they are not difficult) with SpeedSearch rebuilding. I have some standard disclaimers because Speedsearch is very heavy on the Disk I/O and needs to be performed off hours when users are not on the system. The steps below are easy but could take a long time to run depending on the amount of records in the database especially the history table.
Let’s review more details below ( I have a few more details than above): My Standard Disclaimers apply. ==========================================
Open up SQL Query analyzer, change the <Saleslogix Database Name>; to the name of your saleslogix database name and remove the <> characters and verify the following. The Infor CRM (Saleslogix) kb article had the table name singular, but I believe it is plural, so correct me if I am wrong. USE <Saleslogix Database Name>; GO SELECT COUNT(*) AS BeforeTruncateCount FROM sysdba.indexupdates; GO TRUNCATE TABLE sysdba.indexupdates; GO SELECT COUNT(*) AS AfterTruncateCount FROM sysdba.indexupdates; 5. Stop the speedsearch service 6. Go to the Saleslogix Speedsearch folder with the Speedsearch indexes Go to the SpeedSearch share folder as noted in the SpeedSearch configuration 7. Remove /backup the contents of each folder (Note: not the folders themselves) 8. Start the Saleslogix speedsearch service 9. Login to the administrator as admin user From the menu, Manage SpeedSearch Configurations Schedule tab Rebuild all the Full indexes Rebuild all the incremental indexes (this could take a while) 10. Test the results in the Saleslogix client/Web client or using SpeedSearch client in the network client. 11. Communicate the test results back to operations as needed. Going forward it is good practice to review and optimize the Speedsearch index schedules to confirm they are running at staggered times. E.g. not all running at 12:00 AM, 6:00 AM which is not optimal, but is the typical default. You may also have indexes running for areas that are not being used as well. Speedsearch is a great tool and works well, but needs to be monitored and optimized. Be sure you put your feet in the right place, then stand firm. – Abraham Lincoln If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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November 7th, 2014 by Janetta
Meridian Bioscience was recognized as a Finalist for Project of the Year by Infor CRM at their conference in Scottsdale, AZ November 2-5. Meridian Bioscience and Simplesoft had the opportunity to present their Infor CRM success to a panel of judges with two other customers and their corresponding channel partner. Kevin Powell, Sr. Director Commercial Operations Integration, and Barb Maham, Sales Operations Manager, shared their key business results using Infor CRM with the panel and conference attendees. Greg Gilman, IT CRM Developer, also attended the conference and participated in a customer panel for his work with the solution. Barb, Kevin, and Greg were joined by Don Menrisky, President of Simplesoft and Lorcan Malone, VP Infor CRM, for the celebration of their nomination. Meridian Bioscience and Simplesoft Solutions have worked together for nearly three years, and in that time, they have implemented a host of business initiatives with Infor CRM (formerly Saleslogix) at the core to measure and reinforce business strategy. Meridian Bioscience has gone from a place in 2011 where they would admit themselves they were not using CRM with vision to a place where it manages and drives key business decisions within the organization. The partnership between Simplesoft and Meridian has developed at so many levels including both the technical and business staff from both sides. We are thrilled to have participated with them for Project of the Year! If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Users Group Events.
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October 1st, 2014 by Paul
An administrator writes: Dear Paul, How do I set a user profile for a creating a ticket? When I tried to create a ticket I received the following: I have a user that is having issues with creating a ticket. It says, “(User Name) is no longer available for calls to (Account Name). Please choose a different user” The answer is this–You need to make sure that the user configuration has the ‘Available for calls’ check box set for their user profile. There is two ways to perform that task to allow the user to create a ticket. Windows 1. Login to the administrator. 2. Double-click the user profile. 3. Select the tab for Service/Support. 4. Check the check box for Available for calls. 5. Lastly, have the user retest the creation of a ticket. Web Administration 1. Login to the Web Client as the administrative user. 2. Select Administration on the navigation bar. 3. Double-click the user profile to edit. 3. Select the tab for Service/Support. 4. Check the checkbox for Available for calls. 5. Select the Save icon. 6. Lastly, have the user retest the creation of a ticket. Allowing users to be available for ticket work is just a matter of configuration and is easy to setup. Following these steps will allow you to seamlessly set up a User Profile quickly and easily. Tell me and I forget. Teach me and I remember. Involve me and I learn. — Benjamin Franklin For more Saleslogix tips and tricks, stay tuned to our blog! If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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September 4th, 2014 by Don
Dear Saleslogix/Simplesoft Valued Customer,
I want to communicate to all our customers that we at Simplesoft Solutions, with 20 years in the market, will continue to sell, service, and customize the Saleslogix solution and associated third-party solutions. I have seen Saleslogix grow and become the strong platform that would make it worthy of Infor’s interest and am excited about the resources a company the size of Infor can bring to Saleslogix. As a Saleslogix Business Partner Advisory Council member, I have been in communication with the executive leadership at Saleslogix regarding the transition and will be working closely with Infor in the coming weeks. Headquartered in New York, Infor is fundamentally changing the way information is published and consumed in the enterprise, helping 70,000 customers in more than 200 countries and territories improve operations, drive growth, and quickly adapt to changes in business demands. To learn more about Infor, please visit www.infor.com. I know the change in ownership will accelerate product innovations and the release of new features already outlined in the Saleslogix product roadmap. In the original announcement, Lorcan stated, “Infor plans to make significant investments in Saleslogix, including increased scalability, refreshed user interface with Infor’s leading UX designs, and added industry-specific functionality that unifies front and back-office data and processes”. Since the announcement, Saleslogix has confirmed all existing sales, technical, and support staff are being retained and they will be maintaining their Scottsdale, Arizona, headquarters of Saleslogix. In addition, Infor immediately authorized the hire of ten additional Saleslogix development staff, confirming their commitment to the roadmap and accelerated timeline. In the coming months, the Saleslogix name will change to Infor CRM and again I see that as a strong indicator of their intent to not only offer it as a stand-alone solution but make Saleslogix the flagship CRM solution integrated with their various ERP solutions. The overall direction adopted by Swiftpage for Saleslogix in the last 12 months which they have called “Your CRM Inside” matches the core strategy of Infor. Infor has three fundamental elements to their strategy which are 1. Architecture of the Internet, 2. Micro Vertical Suites, and 3. Beauty. Infor wants to “create experiences people love.” The recent releases of Saleslogix Xbar, Gmail Integration, Mobile v3.0, and Outlook Sync show the focus on user experience and being able to work the way the user prefers. Swiftpage has made Saleslogix even more integration ready with SData and their Integration Contract with other applications. Infor’s ION product will expand the integration of Saleslogix with their ERP solutions as well as other vendors. Everyone at Simplesoft is excited about what the future holds for Infor CRM. I welcome your comments and questions. Again, I will keep you informed of any other pertinent information as it becomes available. Thank you. Sincerely, Don Donald W. Menrisky FAQs Q: Who do I call for Saleslogix product support in the future? Q: How does this affect the product direction and future growth? Q: Doesn’t Infor already have a CRM solution? Q: What has Infor said about the branding or naming of Saleslogix? Q: How will the licensing or business care pricing change? If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Also, if you would like to learn more tips, or have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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February 10th, 2014 by Paul
The question posed is a planning and execution question, and implies a decision point that can have great impact. When should you do it yourself (D-I-Y)? When is it time to ask for help, as in “do it with me” (D-I-W-M)? And when should you have a task performed on your behalf, “do it for me” (D-I-F-M)? There are areas of CRM implementation that can be well beyond your current level of expertise. When that is the case, you need either the assistance of experienced, well-trained professionals, or you need to develop further knowledge by getting properly trained and educated as a part of the implementation. As Dirty Harry once asked in the classic movie line, “You got to ask yourself one question: ’Do you feel lucky?”’ If you decide to go ahead without assistance or training, you can hope for a successful implementation, but do you want to rely on “hope-so” planning? Here at Simplesoft, we believe in helping customers to become as self-sufficient and successful as possible. However, for that to happen, you must be intentional and have a plan in place to do so. A friend of mine once sent me a story that emphasized that knowledge is more than just what you know yourself, but also knowing when another source may have the knowledge you need, and when it’s time to plan for their assistance.
Special knowledge (experience in the field) is the key to successful projects. The company could have given hammers to every employee in the plant, and even had the big brass banging on the machine from sunrise to sunset, but that would have done no good—because they didn’t have the knowledge that was needed to resolve the problem; that is, they didn’t know where to use the hammer. Labor is not just about how much time is put into executing a particular solution to a problem–it’s knowing when and how to do it. At Simplesoft, we have staff members who are not only certified in the relevant areas, but are also experienced professionals who know how to get the job done right, and how to tweak CRM software when and where needed. Please don’t hesitate to call us when you need help and the task at hand is beyond your current level of expertise. We know where to use the hammer! “Best efforts will not substitute for knowledge.” Dr. W. Edward Deming If you would like to discuss upgrading your system, or to see a free demonstration, please contact Simplesoft Solutions. Also, if you would like to learn more tips, or have a CRM topic you would like us to write about, please contact Simplesoft Solutions, Inc. Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland Saleslogix Users Group Events.
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February 27th, 2013 by Janetta
Remember to check our CALENDAR and register for free training, demo sessions, and the Heartland SalesLogix Users Group Events. Comments Off on To Infinity and Beyond – Extend SalesLogix with the New Marketplace
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