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June 6th, 2016 by

Come with me on a journey to a company implementing new CRM software. The size and industry of the company do not matter for now. As the scene opens, employees are gathered for training on ‚Äúnew” CRM software, all talking to each other wondering what their co-workers might know. The training instructor enters the room.¬†As the training progresses, the employees are looking at each other trying to understand how this is going to work for them. Some brave souls in the training session begin to voice their concerns. “What, this isn’t going to work. They expect me to do all that with every single call?”

This is the scene in the majority of CRM implementations. Why?

Infor CRM Project Meeting - Simplesoft's Balanced Score Approach to CRM

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:

  • What perspective are you considering when planning for an implementation of an enterprise software solution?
  • Are all employees aware of the¬†contribution they make to the greater good?
  • Is the entire¬†organization properly accountable to what and how work is done?
  • Are you ready to renew your understanding of workflow and can you¬†carry the flag in the¬†crusade to develop a revised definition of your organization‚Äôs day-to-day operations?

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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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March 10th, 2016 by

Teri Unger will be conducting quarterly web training sessions for Infor CRM Technical Administrators called Tips, Tricks, and Tools. This blog article chronicles one of her tips from the February session. She created this summary, Teri’s Tips,Trick, and Tools – February Session for your reference. Plan to attend the May session by registering here.

TIP: Default Groups

Applies to: New or existing users

Platform: Web/LAN

Benefit: All detail pages (entities) in LAN or WEB build based on a group.  When entities have defined groups that are SMALLER in record count this significantly decreases the page load speed since a smaller set of records has to be loaded before the page can display.

Notes: Always set the groups to a smaller set, like a MY group or latest.¬† The ‚ÄėALL‚Äô groups should be avoided.

The main considerations for most users will be Account, Contact, Opportunity, Lead, and Ticket.

All users, including admin, should have entity groups defined.

Users can set their own in Tools > Options > Lookups & Groups. Admin can set groups in the Administrator program under each user profile.

LAN user:

WEB user:

Caveat: web users MUST set their own default groups as it is stored in a web configuration file within the web client.¬† This means that the settings are LOGGED-IN user specific. Notice that the default for a new user comes in with the ‚ÄėALL‚Äô group selected.¬† This NEEDS to be changed!

ADMINISTRATOR user profile:

Open a user profile > Client Settings tab

These settings ONLY apply to a LAN user.

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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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February 18th, 2016 by

Dear 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 ‚ÄėLast Send Date‚Äô and ‚ÄėLast Apply Date‚Äô. The ‚ÄėLast Send Date‚Äô 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 ‚ÄėLast Apply Date‚Äô 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 ‚ÄėSync Monitor Console‚Äô that you can open and view the status of the Sync process.¬† Let me start out with the built in tool.

1.¬†¬†¬†¬† The ‚ÄėSync Monitor‚Äô 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 ‚ÄúSync Report‚Äô 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‚Äôt have an example of that one to share, but it fires off an e-mail basically telling you ¬†‚ÄėThe Sync Server has not sent files in X period of time‚Äô. 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 ‚Äúon‚ÄĚ 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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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February 9th, 2016 by

Dear Paul,

We are having trouble with remote client changes making it ‚Äúto/from‚ÄĚ 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 ‚Äúfollow the TEF‚ÄĚ 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 ‚ÄėSend changes‚Äô

3. Have the remote create an account, let’s say ‚ÄėXYZ Corporation‚Äô 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 ‚ÄėSend changes‚Äô 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

Рsyncerrors.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.

‚ÄúWe cannot solve our problems with the same level of thinking that created them‚ÄĚ
‚Äē Albert Einstein

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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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January 18th, 2016 by

Dear Paul,

Is there a practical way to use active directory for creating user profiles in Infor CRM (Saleslogix) for my on-premise deployment?

Absolutely, thanks for asking!  Remember you can always reference the Help files, but please find the step-by-step instructions below.

Overview

The ability to login and use Infor CRM is determined by user profile in the Web Client.¬† There are additional actions that are determined by roles. You can create any number of users to Infor CRM if you have at least one concurrent license type added.¬† Typical users are setup with a Network license type.¬† With an ‚Äúon premise‚ÄĚ deployment, the most effective way to create a user profile is using the LAN Administrator and using the Windows import option using a template at the same time.¬† This allows the employee information to come from Windows AD settings and the rest of the tabs are set by a template setting.¬† Lastly, add the appropriate role to the user profile in the web client.

Scenario

One of the best practices for settings up users is to setup the user via the LAN Administrator. In this how-to document we will outline the steps to create a user profile to provide individuals who should have access to Infor CRM the access they need to get started.

Assumptions:  Windows Active directory users are accessible with employee information, licenses are available, template is setup, and administrative login credentials are available to the Administrator and Web client.

Overview Steps

Use the following steps to complete the setup confirmation:

  • Login to the server with the LAN Administrator.
  • Create the new user or users.
  • Confirm the tab settings.
  • Login to the Web Client.
  • Add Standard User role to user profile.
  • Test the user Access.
  • Share the results to the end user(s).

Detail Steps

Login to the server with the LAN Administrator.

  1. Connect RDP to the server with the LAN administrator installed.
  2. Login to the Administrator as admin user.

Create the new user or users.

  1. Select the Users icon on the right navigation.
  2. From the menu, Insert | Import Users -> From Windows…
  3. In the Search For area, type the name for setup
  4. Select the user Type option
  5. Select the template
  6. Uncheck Use Windows Authentication
  7. Select Create user(s) icon
  8. Choose OK

Confirm the tab settings.

  1. In the list of users, double click the user profile
  2. Select the Client System tab
  3. Confirm the Default Owner settings.
  4. Review the employee settings.

Login to the Web Client.

  1. Open Firefox and go to the URL of the web client.
  2. Login as the admin user.

Add Standard User role to user profile.

  1. Select administration.
  2. Select Roles.
  3. Select Standard User role.
  4. Select the ‚Äė+‚Äô icon to search for new user profile added.
  5. Add the new users to the Standard User roles.
  6. Select the Save icon to confirm the changes are saved.

Test the user Access.

  1. Login as the newly created user.
  2. Confirm the access to the menus and buttons on detail screens.
  3. Select Sales on the navigation.
  4. Confirm items include (Accounts, Contacts, Leads etc.) to confirm the typical Standard user access.

Share the results to the end user(s).

  1. Communicate to the end users and let them know that they have the ability to login and perform their routine sales, marketing, and support actions.

This is the best practice to create a standard user for a situation in which the business administrator has access to both the LAN Administrator and the web administrator access for setting up new users.  Additional considerations may need to be factored for custom configurations or differences in versions/releases over time.

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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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January 5th, 2016 by

I am looking forward to 2016 as I look back to positive strides that Infor has made to the Infor CRM product stack.  I thought I would mention a few highlights as we begin 2016.

1. Mobile continues to be a cutting edge toolset for Ipad, Iphone, and Android.

2. Purpose built applications (PBA) will continue to be improved and have international capabilities.

– Xbar
– Gmail
– Outlook Sync

3. Browser compatibility continues to keep up and improve.

4. Web client continues to be improved and refreshed with Infor’s Hook and Loop designs.

5. Infor CRM v8.2.x LAN client is stable and the v8.3 release is around the corner.

6. Cloud continues to expand offerings (from Single tenant models to multi-tenant) to lower the entry points.

7. Integrations are becoming more available with ION and Sdata for the Infor ERP offerings and other Accounting systems.

8. Tools to help automation tuning and performance of Windows components.

9. Released and updated Advanced Analytics for metrics visibility and decision making.

So here is to 2016 and the positive changes that Infor will continue to bring to our customer base. As we begin to look forward here are a few items I believe are on the horizon with Infor CRM:

– The strategic emphasis on micro vertical markets and industry solutions.
– Game-changing interface improvements for user adoption.
– More purpose built applications and tools for improved productivity.
– Deeper integration with Infor product stacks.
– ERP, CPQ, Ming.le integrations.

Attend the Q1 Heartland Users Group Meeting on Tuesday, January 12th and learn more about Infor CRM for 2016! Click to register – Planning for an Agile Enterprise with Infor CRM.

The best thing about the future is that it comes one day at a time.

– 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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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December 28th, 2015 by

A quick note on issues with Microsoft Office 2016 and Infor CRM…

Microsoft recently released Office (365) 2016 to all eligible users in September of this year. ¬†As of the publishing of this article, the compatibility of Office (365) 2016 and Infor CRM (formerly Saleslogix) has NOT been approved (what is called qualified for support). Please refer to the latest Infor CRM Compatibility Guide for all compatibility questions. ¬†It is our recommendation that you do not upgrade until Infor has approved compatibility certification as we have already seen some breaking items with the Outlook Integration and launching Outlook from the LAN and WEB client. ¬†Even after uninstalling and re-installing to an earlier version of Microsoft Office there have been some issues. ¬†If you are currently using a Microsoft 365 product, as Microsoft has the ability to upgrade without a user’s permission based on settings within the 365 package, it is recommended that you review your settings for automatic download of updates to ensure that you do not accidentally upgrade.

Microsoft is gearing their products to operate solely from the cloud, as is the Microsoft Office 365 product currently released.  This change in direction for the Microsoft Office product has a ripple affect with other programs that integrate closely.  Infor CRM is one of them. Rumor mills have been whispering that Microsoft is pushing the cloud applications rather than desktop versions; if the rumor mills are accurate, we may be seeing the last of the desktop versions.

While researching the new Office product, I found that the desktop versions for business use are still offered by Microsoft. Office 2016 Professional Plus for enterprise licensing, Office 365 Business, Office 365¬†Business Premium, and Office 365 Enterprise E3. ¬†Although integration with Outlook 2016 has not been tested with the Infor CRM client, both LAN and WEB rely on the actual desktop version of Office to be installed. It is required to trigger the program launch during certain tasks, like generating emails, mail merge, template, etc. ¬† For best compatibility, the desktop versions of Office will have a better chance of working with the Infor CRM client’s current design.

Infor CRM is aware of the change to the Microsoft Office software and will determine compatibility as they test the changes necessary to utilize the Office 365 platform; desktop and cloud version.  Infor is currently working on compatibility with Microsoft Office (365) 2016  and has tentatively set the update to be released with Infor CRM v8.3.0 in February 2016.  We will keep you informed as we hear updates.

In the meantime, if you a prompted for an update to Microsoft Office (365) 2016 … Don’t Do It… At least not yet anyway!

If you have any questions on this issue, please contact support@simplesoft.net

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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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May 19th, 2015 by

What happens when you have a system like Infor CRM and you add users?  Not just add users, but make sure they are not trained and there are no policies and procedures for them to follow.  Compound this scenario with no concept of data and how the data will be used to create outputs (analytics, dashboards, and reports etc). Well, bad things can and do happen to good systems.  This is not the way to make smart business decisions, grow your business, or utilize a CRM investment in your front office functions.

Infor CRM is an incredible system that allows for customization flexibility and process management.  However, if you unleash a system to users without any guidance or usage basics there will be consequences for storing all that mismanaged data.  Through many unintended actions you will have created a hot data mess.  A hot data mess can dramatically affect your bottom line in expected and unexpected ways.  It is already a challenge when introducing a new system to users so make sure that you have put some thought into how you are launching and the process to make it more manageable.

How does an Infor CRM Administrator or an application Data Steward manage the expectations upfront and create a well-oiled machine (to prevent a nightmare on Elm St)?

‚ÄĘ Have a governance plan in place
‚ÄĘ Identify a Data Steward
‚ÄĘ Build a set of policies and procedures
‚ÄĘ Configure the system tools
‚ÄĘ Train to the usage¬†procedures (initial, refresh, new employee)
‚ÄĘ Monitor the results (using tools like KnowledgeSync, or data cleanup tools like DQ Global)
‚ÄĘ Offer incentives for winning (keeping customers happy with high quality results)

With interactive systems, like CRM, we are constantly adding, removing, updating, and importing records. This is called Data Management and your company should have a plan in place to make sure the data changing is not causing the system usage issues.  This will have a positive impact on acquisition of new customer as well as maintaining profitable relations with customers, partners, and vendors alike.  If you find yourself unsure about where to start, we are encouraging our customers to start by identifying a Data Steward for each user group of CRM within their organization. The Data Steward can begin to define the data requirements for their user group and then work backwards to clean up what has gone astray.  If you need assistance from Simplesoft, we have various levels of Data Cleanup Services.

Data management does not have to be complex, but it does need governance and care.  Taking care of data is one of the three pillars to CRM success that helps to support user adoption. CRMs are always pushing the limiting of technology and with platforms expanding (mobile, tablets and others) we must make sure the tools keep step with the users to enhance productivity.  Good things will happen when CRM is put into place with users trained, processes documented, and a data maintenance plan in place.
‚ÄúAre you upset little friend? Have you been lying awake worrying? Well, don’t worry…I’m here. The flood waters will recede, the famine will end, the sun will shine tomorrow, and I will always be here to take care of you. -Charlie Brown to Snoopy‚ÄĚ
— Charles M. Schulz

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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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December 8th, 2014 by

One of my associates found the reason for some major slowness in certain areas of the Saleslogix Network application.  In case you noticed a drastic change for the worse with Saleslogix performance on your laptop back in November, there is a Windows Update to blame. The procedure below corrects the issue but removes the Windows Update.  Hopefully, Microsoft will create a fix to their patch.

http://www.infoworld.com/article/2848574/operating-systems/microsoft-botches-kb-2992611-schannel-patch-tls-alert-code-40-slow-sql-server-block-iis-sites.html

Assuming Windows 7 the instructions are below:

To uninstall the patch, navigate to Control Panel -> Programs -> Uninstall a Program -> View installed updates

or Start |  Run:  then paste the following:  Control Panel\Programs\Programs and Features

From here, type in ‚ÄúKB2992611‚ÄĚ in the Search box in the upper right.

Right-click the update and select ‚ÄúUninstall‚ÄĚ.

You’ll probably need to reboot your laptop after the uninstall.

After the reboot, go to Start -> All Programs -> Control Panel -> System and Security -> Windows Update.

Control Panel\System and Security\Windows Update

In the list of required updates, find the pesky update with ‚ÄúKB2992611‚ÄĚ in the name. Or run Windows Updates if needed.¬† Right-click the patch¬†and chose Hide . This should prevent it from installing again automatically.

Test your application and it will be running at pre-patch speeds again.

I’m never fully satisfied with any Microsoft product. — Bill Gates

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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Dayton/Cincinnati, OH | Charleston, WV | Charlotte, NC

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