Distributor CRM Platform Introduction

CRM Service Project Team

© 2011 Mindray Confidential

 Invitation
To my excellent & honored customer:
 For the prompt response;
 For the visible process;
 For the high-effective service delivery;

It my great honor to invite you to join in

the Distributor CRM Platform for the continuously further
win-win between you and Mindray.

Your Sincere Mindray service department.

2 © 2011 Mindray Confidential
CONTENTS

 What is the CRM platform (p4)

 What are Benefits of the CRM platform

(p5~p7)

 How to Use CRM system (p8~p36)

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 What is the CRM platform
CRM is a service platform that supports Distributor to create service order ,check
equipment information directly online.
CRM

My Task
Service Order in Process
Completed Order in 7 days

Order Creation

Create Service Order

Create Service Order in-batch

Report Query

Service Order Checking Report

Equipment Report

Master Data Maintenance

Create End-user Info

Maintain Employee Info
4 © 2011 Mindray Confidential
 What are the current situation & challenge
Distributor Mindray Service Dept Mindray Warehouse/Logistics Dept Courier Partner

Specific Efficiency Target

 Report issues to  Creates service order to 72 working Hrs
 Inquiry Info from  Check Info from

Distributor Mindray Spare parts

service
engineer
 Send Order status
 Send Equipment status
 Send Shipment status
 Send Info to
What’s the current challenge is
5 © 2011 Mindray Confidential
service
engineer
 Get Order status
 Get Equipment status
 Get Shipment status
 Get Info from
Mindray CRM system dispatched
When service engineer is in :
Business trip; Meeting time; Training time;
Annual leave; Weekend time; Vacation time..
All transferred information in this area might
not be transferred on time as a little or large
delay.
 What are the improvement & benefits of using CRM

Distributor Mindray Service Dept Mindray Warehouse/Logistics Dept Courier Partner

Mindray Check order

service Specific Efficiency Target
 Create service order directly to engineer Monitoring order 72 working Hrs
 Check Info directly from

Distributor Spare parts

service Distributor CRM Mindray CRM system dispatched
engineer

 Get Order status directly from
 Get Equipment status directly from
 Get Shipment status directly from
 Get Info directly from
6 © 2011 Mindray Confidential
Order will be assigned to related engineer automatically
Order will be assigned to existent back-up engineer automatically
CRM will High-Light delayed order to related manager automatically
Totally same informations are shared between two CRM terminal
Spare part should be dispatched with 72Hrs from the order creation
 How to Use CRM system

 Login guide (p9)

 Master data maintenance (p10~p14)

 Create service order (p15~p31)

 Report query (p32~p36) Pls contact the regional service

engineer
or mrithelpdesk@mindray.com
while any question and suggestion

7 © 2011 Mindray Confidential

 Login guide
Below informations for user’s reference for the first time login
 CRM Home page ： https://mcrm.mindray.com
 Recommended browser ： CHROME Browser
 CRM account: Apply from region service engineer
 It supports same account for multi-clients online

 Password change: http://w3.mindray.com

 More details about account are mentioned in the
Logon Manual
attachment of logon manual

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  Master data maintenance
 Create End-user Information
Step 1: Click “Create End-user info” button on Home page to enter into End-user info creation page.

Step 2: Click “Download template” button to download “Create_customer_ID_in_batch.xlsx” excel table to computer

9 © 2011 Mindray Confidential

  Master data maintenance
 Create End-user Information
Step 3: Add the end-user information into “Create_customer_ID_in_batch.xlsx”excel table as below

Step 4: Upload the end-user information into system

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  Master data maintenance
 Create End-user Information
Step 5: Then the end-user information will be list in below area of the page

Step 6: It’s allowed to download all the end-user information into excel table and save to computer

11 © 2011 Mindray Confidential

 Master data maintenance When the first time use, it has to done Master Data
 Create Employee Information Maintenance for the data initialization
Step 1: Click “Maintain Employee info” button on Home page to enter employee information creation page.

Step 2: Click “Add” button and input employee’s information

12 © 2011 Mindray Confidential

  Master data maintenance
 Create Employee Information
Step 3: Click “save” button to upload employee’s information into system

Step 4: Delete employee information: Step 5: Edit employee information:

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 Create service order
 Select Create Service Order

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 Create service order
 Input Serial Number

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 Create service order
 Complete ORDER INFORMATION

Pls refer to next page to get

more details for order type

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 Create service order
 Order Information– Order Types
Breakdown
Repair upon product-related fault reported by customer.

Service General installation

Order
Types A job type for general equipment
installation.
P.M.

Maintenance work on equipment in

relation with service contract customer
signed.

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 Create service order
 Check EQUIPMENT DETAILS

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 Create service order

 Check Ship-to Details

Only after save this order ,then you can change the ship-to address

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 Create service order
 Select or Add correct End-user info

If end-user has not in the list, pls add it

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 Create service order
 Complete the FAILURE DETEAILS

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 Create service order
 Input part info to Apply Parts.
Pls press [add] button then input order/part number in the part number blank ,then press enter key
on the keyboard. And input quantity and keep the parts status as apply

There will be added item of “old parts return” automatically for a & b type of part

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 Create service order
 Upload ATTACHMENTS

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 Create service order
 Input MESSAGE (if necessary)

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 Create service order
 Input time sheet

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 Create service order
 QUESTIONAIRE (not open at this version)

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 Create service order
 Submit the order
you have to save the order before submit the order

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 Create service order

 Check the order

enter to main page , you can open the Service Order-in Process to check all orders created by you.

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 Create service order
 Check the order

You can check the Order status,there have status like :

In process; waiting for parts; parts delivered.
When parts delivered ,you can go to parts apply menu
to check the tracking number

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 Create service order
 In-Batch function
you can create one more different orders (pm & break down & installation) at once use in-batch
function

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 Create service order
 In-Batch function

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 Report query
 Service Order Check Report

 Report Query

 Service Order Check Report

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 Report query
 Service Order Check Report

 Input order Number

 Report

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 Report query
 Service Order Check Report

1  Input different information then

search

2

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 Report query
 Equipment Query Report

 Report Query

 Equipment Query Report

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 Report query
 Equipment Query Report

 Input different information

 Seach

 Download report

 Report area

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 Thank you for attention!

Pls contact the regional service engineer or mrithelpdesk@mindray.com

while any question and suggestion
37 © 2011 Mindray Confidential