How to use the Toolkit
The Toolkit can help you nurture your one to one relationships with your customers with tailored messaging. Our postcard and email templates can help you cross-sell and up-sell Royal Mail and Parcelforce services, close sales and keep in touch.
How to nominate your customer in Salesforce:
To send a postcard or email from the CRM Toolkit, you need to nominate your customer in Salesforce using the following steps:
Search for the account
Select the relevant contact
Please ensure that all the details for the contact you’d like to nominate are correct and complete; First Name, Last Name, Job Title, Account, Account Address. Remember the same Contact can be listed multiple times, or in multiple places in Salesforce. Only the Nominated Contact will be available on the CRM Toolkit.
Please also ensure the Contact marketing permissions are up to date on ALL channels. Nominations will only be sent to the Toolkit when permissions are “Implied Permission” or “Active Opt In”
Please note if you select ‘implied permissions’ but your customer has previously ‘Actively Opted out’ of marketing the customer will not flow through into the Toolkit. Only an ‘Active opt in’ will over-write a previous opt out.
It it important to know that you must only change the consent in Salesforce to ‘Active opt in’ if your customer actively expresses they agree to this. If it is changed without the customers permission and there is any comeback from a GDPR perspective then you as an individual can be held personally responsible so please ensure you do not make permission changes without the customers consent.
How to send an asset to your customer:
- Choose the postcard or email you wish to send and select ‘Place an order'
- Select the customer you wish to send it to. A list of your customers, who have an active marketing opt in, will appear in your address book. You can select multiple contacts to send the asset to by clicking the checkbox next to the name
- Once the contacts have been selected, click ’Next’ at the bottom right of the page
Please note that only contacts selected in Salesforce will appear on the contact list
New contacts nominated in Salesforce will appear in the contact list each Wednesday
- View your proof
- Approve the asset and confirm the account details by selecting ‘Checkout’ and then ’Next'
- Finally, remember to tag the use of the CRM Toolkit on Salesforce.
When Self generating in Salesforce, please make sure you select ‘CRM Toolkit’ from the 'Sales Collateral' tab within opportunity ‘Details’. To do this, on the opportunity 'Details' tab , please visit the ‘Additional information’ section and in the 'Sales collateral’ section, select ‘CRM Toolkit’.
Highlight the Collateral you have used, as shown in the selection box below, then click on the Chosen arrow, so it transfers to the righthand side box, then press Save
Toolkit Functions
My Account – Overview
This is a summary page providing you with links to Order History, Account Information and Invoice & Delivery Address.
Order History
This is where you review your past and pending orders. To view the order simply click ‘Status’ on the order line.
Template/product ordered – by double clicking this you can see the template in full size.
Price – This will always be set to £0.00 as there is no cost to the Account Manager.
Units – This will show the amount of records within your mailing file.
Orders/Filters
View orders – You can filter by order status – e.g. orders in progress by selecting from the drop down.
All orders or order ID – You can view all orders or select a specific order by inputting the number. This will then return the specific order.
My Account – Account Information
Change Password
- If you press on the ‘Account Information’ Section of the page, it will open the following page. The top section allows you to change your password, by inputting your ‘Old Password’ and then inputting a ‘New Password’ and then re-entering it within the ‘Confirm New Password’ (Please ensure that your password contains at least one digit, one capital letter and it is 8 characters/digits in length).
Change Account Information
- Please DO NOT change any other details within this page. There are existing processes in place with the ‘Team Leader’, so that any other changes to an Account Manager details e.g. telephone number, must be updated via the ‘Change Control’ documentation. The reason being all updates reflected in both mail and email communications and this software will only deal with the former.
My Account – Invoice & Delivery Addresses
Invoice and Delivery Address
Both the Invoice/Delivery Address and Recipient lists are for administration purposes only. This allows the tracking of each order placed.
Mailing Awaiting Approval
The ‘Mailing Awaiting Approval’ displays all orders waiting your final approval including the mailing piece and amount of recipients. If you are happy to proceed to check out with ‘All’ of your orders ‘Check out’ button. However:
- If you wish to delete any of your orders you can do so by clicking on the ‘Dust bin’.
- If there are orders that you DO NOT wish to include as part of your existing orders, click on the ‘Trolley’ on the left of the order. This will remove the current item from your existing order, but keep it within the ‘Mailings Awaiting Approval’ part of the Toolkit to be referenced in the future.
- If you wish to continue to create another mailing piece, click on the ‘Continue Shopping’ to create it and it will be added to your order.
Drafts
This is your work in progress area where you can store unfinished projects and return to it at anytime. This area automatically saves the latest version of a mailer. You are able to continue editing your mailing piece
Last Draft Orders
Please note that the software will only ever save up to three draft orders, these being the most recent. Therefore if you are creating artwork to be used in the future it is imperative that you save any drafts within the ‘Save Draft orders’ section otherwise you will loose your work.
Saved Draft Orders
You are given the option to save a template into the ‘Saved Draft’ area. A window will open and you can save a description against your template. You will then be able in the future to go and amend your template or take it to the check out.
