Skip navigation

Introduction

In the previous post, we extended the Activity Template feature to include the possibility of pre-defining optional Participants within the templates.

 

What is achieved by following the instructions can have practical applicability without modifications but should not be set in stone, the main goal is to illustrate how the underlying features can be combined to shape Aurea CRM to individual needs and processes of each organization.

 

Important: The changes described in this post should not be applied directly to a production system, especially the changes involving the Data Model and CRM.designer configurations. Careful testing should be performed to eliminate the possibility of human error following the instructions or unexpected interactions with pre-existing customizations.

 

In this post, we will add a global disclaimer text to all the Activities of type Service Visit with the following requirements:

  • It must be identical in all newly created Service Visits;
  • It needs to be regularly revised and updated in a centralized way.

 

Let's assume this is the disclaimer to be added to the text of each Service Visit:

Disclaimer:

Service Visits are essential to assure the correct operation and maintenance of your equipment.

The impossibility to perform maintenance tasks within the defined schedule can void the equipment's Warranty.

We thank you in advance for your collaboration.

 

User-defined Variables

Because our disclaimer needs to be managed in a centralized way, User-defined Variables are a good candidate to meet the requirements.

 

Defining variables in the Variable info area

The Variable and Variable Value info areas can be maintained in Aurea CRM.win (Defining Variables) and Aurea CRM.web (Variables).

 

Let's start by creating a new Variable(Z5) named CU_MA_ServiceVisit_Disclaimer in CRM.web.

Please note that the Info Area and Field Number are simply a convenient way to determine the Data Type of the variable. The variable can still be used with other info areas and fields with the same data type.

After the variable is created, one or more values can be assigned.

In this case, we can add HTML tags to the variable because the target field is defined as an HTML field.

The time a new Variable Value takes to be available is controlled by the Catalog Refresh Frequency, as described in Station Configuration: Cat. refresh frq.

Data Access Considerations

By default, the menu option is available in Settings > Maintenance > Variables.

As the default location of the option suggests, editing Variables is not a common task for an ACRM user as is considered a Maintenance task. For this reason, take the following into consideration:

  • In CRM.designer, the menu location can be altered to a more convenient place by editing the corresponding configuration units;
  • Through Roles, Access to the option can be provided or restricted to certain users or groups;
  • By defining suitable Rights, non-administrative users can be prevented to edit Variables not created by themselves or their group.

 

Triggers

Now that we have a Variable holding the text of our disclaimer, Triggers are a suitable option to make use of it.

 

Defining the Trigger

We want to Append the value of the Variable named CU_MA_ServiceVisit_Disclaimer, to express this the Trigger can be defined as follows:

PropertyValue
NameMA_append_disclaimer
Info AreaActivity
ActionEdit/Update

 

 

FieldFunctionField ContentsVariable
TextAppendCU_MA_ServiceVisit_DisclaimerVariable

 

 

For more information about defining triggers please consult Defining Triggers in the Core Administrator Guide.

 

Setting up the Trigger

The definition of which events initiate the trigger is done through the Rights format as described in Defining Database Events.

In our scenario, we want to run the Trigger for the Activity info area whenever a New record of Type Service Visit is created.

In a development system, an IIS application pool restart can expedite the loading of the new Triggers and Rights formats by CRM.web.

An alternative to the application pool recycle is to rely on the Format Refresh Frequency as described in the Station Configuration: Format. refresh frq. section of the Core Administrator Guide.

 

Creating a Service Visit

Now that Variable and Trigger creation and setup is complete, we can proceed with the creation of a new Service Visit in CRM.web.

 

Upon saving, we see that the text defined in the Variable is appended to the Text field of the Activity.

 

 

Conclusion

In this post, we used a user-defined Variable combined with a Trigger to append a boilerplate text to all Service Visits.

Although ACRM offers other mechanisms to achieve a similar outcome, the one presented is easy to maintain and because it is implemented in the ACRM Core, it has the added benefit of working in any ACRM application used to create Service Visits, not just in CRM.web.

 

On the next post, we will work on the final requirement of this series:

3. The name and email signature of the user must be added to the activity text

The final requirement has a few characteristics in common with the one covered on this post but we will use the differences as a pretext to explore other ACRM features.

 

References

Introduction

This is the 1st of a set of 3 posts that focus on the Activity Template feature as a starting point to describe various aspects of Aurea CRM, some built-in others available through the Aurea ISI template.

 

What is achieved by following the instructions can have practical applicability without modifications but should not be set in stone, the main goal is to illustrate how the underlying features can be combined to shape Aurea CRM to individual needs and processes of each organization.

 

Important: The changes described in this post should not be applied directly to a production system, especially the changes involving the Data Model and CRM.designer configurations. Careful testing should be performed to eliminate the possibility of human error following the instructions or unexpected interactions with pre-existing customizations.

 

Using Activity Templates

The Activity Template feature, included in the ISI Template for the BTB vertical of ACRM, provides a convenient way to automatically populate a new Activity avoiding the manual work of repetitively setting frequently used combinations of field values.

 

Let’s take the example of 3 Service Visit activities with different priority, defined as follow for illustration purposes:

  • Low Priority - Not contracted by the customer or following any particular schedule, mostly a courtesy visit to keep in touch and assure everything is going smoothly with the supplied product.
  • Medium Priority - Part of a maintenance contract, needs to follow a strict schedule.
  • High Priority - The supplied product sent an alarm through a remote monitoring channel, the visit is urgent.

 

Given the 3 hypothetical meaning of each priority, we can conveniently define 3 templates that save us from having to select manually the Type and Purpose,  and to type boilerplate text in the Text and Subject fields, every time a new activity needs to be scheduled.

 

Template NameActivity TypeText
SV - Low PriorityService Visit

Dear customer,

 

 

I would like to inform you that a Service Visit has been scheduled.

 

 

I hope the scheduled date is convenient and will be looking forward to the visit.

 

 

With my best regards,

SV - Medium PriorityService Visit

Dear customer,

 

 

I would like to inform you that a Service Visit has been scheduled.

 

 

As part of your maintenance contract and as warranty requirements, this visit must occur on the scheduled date or no later than 2 calendar weeks.

 

 

Please inform me promptly if a reschedule is necessary.

 

 

With my best regards,

SV - High PriorityService Visit

Dear customer,

 

 

due to the need for an urgent maintenance intervention to your equipment, I would like to inform you that a service visit has been scheduled.

 

 

Please take into consideration that due to the urgency, this visit must not be postponed.

 

 

With my best regards,

 

The templates would look like this after being defined in CRM.web

CRM.web: Viewing and Creating Activity Templates

The image is self-explanatory of how the templates are defined.

 

Then, to use the templates, the users simply have to click on the Activity Template selector when adding a new Activity.

The values defined in the selected template are copied to the new activity.

 

One of the advantages of using Activity Templates is providing the possibility of users defining their templates on their own, without the overhead of developing equivalent functionality using CRM.designer or CRM.core features only available to administrators and developers.

 

Everything described so far can be put in practice by any user, as long as access to the feature and write permissions to the Activity Template (A031) info-area are provided.

 

Extending the Activity Templates feature

This section was inspired by a footnote on the ISI Template Guide document that reads as follows:

“If you want to add a new field to the Template, you need to add it in the data model and configure the Select function to copy the A031 field to the correct MA field.”

Although it does not go into details, this tells us that activity Templates are extensible and customizable, which is true for most Aurea CRM features.

 

To illustrate the latent extensibility, let’s consider the following requirements not achievable with the unmodified default feature:

1. Service Visits must include a pre-defined set of additional participants

    • the Maintenance team leader;
    • up to 2 trainee engineers to optionally come along for on-the-job training.

2. A global disclaimer text must be included in all Service Visits

    • It must be identical in all newly created Service Visits;
    • It needs to be regularly revised and updated in a centralized way.

3. The name and email signature of the user must be added to the activity text with the following format

    • Company Name
    • FirstName LastName
    • Job Title

 

Let’s proceed with the implementation of the requirements.

  • From this point on administrative privileges are required
  • It is also a good moment to moment to remember that these instruction are not intended for direct use in a production environment

 

1. Service Visits must include a pre-defined set of participants

 

a) Extending the data model

 

When we consider this first requirement the first thing we notice, after accessing the Win Maintenance module, is that by default the info-area A031 does not contain any fields to hold participants.

The obvious thing to do is to add the missing fields.

 

We know we need several participants which can leads to the following decision

  • The suitable field type is uid which can hold the identifier of a user (or Rep)
  • An array of fields is a good option given we need to store a variable number of participants
  • Additionally we will need an auxiliary Text field

 

These changes can be made on the Main station using the Win Maintenace module, as illustrated below:

 

Before proceeding to the next step don’t forget to:

 

b) CRM.designer Configuration

 

  • Activity Template (A031)

    • Add the 1st Participant field and the auxiliary Text field to the A031 Details Field Control

         

var idx;
var value = "";
var participants = $.getValue();
for(idx=0; idx < participants.length; idx++)
{
        //value+=participants[idx]+",:0;"; //required
        value+=participants[idx]+",:1;"; //optional
        //value+=participants[idx]+",:2;"; //information
}
$.setValue(7012, value)

 

  • Activity (MA)

    • Extend the Select-Function of field Template Name (6005) to copy the auxiliary field of the Template(7012) into the Participant(12) field.
selectRecord({
  from:
  {
    infoAreaId: "A031",
    searchAndListName: "A031",
    useAutoSearch: true
  },
  target:
  {
    copyFields:
    {
      6005:6000,
      0:6001,
      103:6002,
      5044:6008,
      6004:6004,
      1:6005,
      44:6006,
      24:6007,
      12:7012
    }
  },
  findAsYouType:
  {
    searchFields:[6000],
    textFields:[6000]
  }
});

 

 

  • Assure the template does not remove the current user as a required participant by using a Hook Function in field (6005).
//make the current Rep a required Participant
var templateParticipants = $.getValue(12);
$.setValue(12,u8.session.identity.repId+",:0;"+templateParticipants);

 

c) Result in CRM.web

 

As intended, it is now possible to pre-define up to 3 participants through an Activity Template.

 

Although the implementation required a sophisticated intervention, only possible to developers and administrators, the end-result can be used in a generic way by the users who can continue to create and maintain their templates.

 

Final Words

 

Thank you for time and attention while we went through a few of the techniques that can be used to tailor Aurea CRM to specific requirements.

 

This is the 1st of 3 posts.

 

On this post we implemented the 1st requirement

1. Service Visits must include a pre-defined set of additional participants

The following posts will cover the 2 remaining requirements:

2. A global disclaimer text must be included in all Service Visits

3. The name and email signature of the user must be added to the activity text

 

Intentionally, the technical details of how the requirements will be implemented are not provided in advance as a way to encourage the imagination.

Often there are multiple ways to meet requirements, it can be interesting to see if the reader’s ideas will match the ones posted.

 

Your feedback and suggestions on what we should cover next and how are welcome, please help us make these blog posts useful and relevant.

 

References

Support Knowledge Base

SDK Reference

Online Product Help

We are excited to announce the Aurea Customer Relationship Manager v11.10 & CRM.client v2.9  Releases are now available. These releases provide enhanced features, improved quality, and stability across the entire platform.

 

Customer Relationship Manager v11.10

  • New Certifications
    • Microsoft
      • Windows Server 2019
      • Internet Information Services (IIS) version 10.0
      • Office Professional Plus 2019
      • Exchange Server 2019
      • SQL Server SQL Native Client ODBC Driver 13.1
    • Oracle 12c release 2 (12.2) client for Microsoft Windows
    • IBM Domino Server 10.0.0
  • Resolved 17 bugs


CRM.client v2.9

  • New and improved calendar
  • Rep selection improvements
  • Single Sign-On
  • New UI look and feel
  • Resolved 11 bugs

 

To access the latest version of Customer Relationship Manager along with app product documentation and release notes, visit the product library in the Aurea Support Portal.

 

To access the latest version of CRM.client 2.9.0 please visit the Apple Appstore or Windows Store, for product documentation and release notes, visit the product library in the Aurea Support Portal.

 

If you have any questions, please contact Aurea Support or your account manager for more information. We appreciate your continued partnership.

I’m writing this post on behalf of the ACRM team. This is my first post on AureaWorks but many of you already know me from support sessions and as one of the engineers answering cases at the level 3 of support.

 

I would like to bring to your attention the impact of KCS on the Support service and announce a complementary initiative taking place here on AureaWorks.

 

KCS

For those unfamiliar with the acronym, KCS stands for Knowledge-Centered Services, a proven methodology developed by the Consortium for Service Innovation. At Aurea, KCS was implemented in collaboration with our partner Coveo, a world-leading expert on KCS.

 

If you recently accessed the Aurea Support Portal with the intention of opening a support case but didn’t go through with it because a solution was conveniently presented even before you finished typing the case title, then you have experienced first-hand one of the many support portal improvements made possible thanks to KCS.

 

For other features made possible or enhanced through KCS, please refer to Ware Hartwell's post from early this year - Meet the New Aurea Support Portal: 6 Can’t-Miss Features.

 

Throughout 2019, the sustained implementation of KCS methodologies had a major impact on the expansion of the Support Knowledge Base, in the quantity and quality of articles, which resulted in clear improvements in case resolution speed and overall quality of the ACRM Support service:

  • Relevant information is swiftly provided through the “Suggested Solutions” functionality
  • Meaningful knowledge searches amount to more than twice the amount of cases resolved by the support department each week
  • Each week on average 12 new articles are created and published
  • Case Deflection average of 62 per week (cases not created after a KB search)

Complementing KCS

KCS is a continuous process which will never be completed. ACRM Support will continue fully committed to it as ever.

 

Technical Support is in a privileged position as we are exposed to a vast number of ACRM deployments, and routinely work on finding the best solution to a wide variety of challenges and issues. This kind of knowledge is typically consolidated in Knowledge Base articles.

 

ACRM Support, as a major publisher of experience-driven product knowledge, never ceases to think of ways to improve this process and we see AureaWorks as an opportunity to fill some gaps in the support experience.

 

Building upon KCS's success, we would like to go a step further in the creation and sharing of knowledge by engaging with the ACRM community - Customers, Partners, Aurea Support, Aurea Professional services and, at large, anyone currently using or interested in ACRM.

 

Regular technical posts in the ACRM Community

An open community has the potential of accelerating the type of interactions that result in the transmission of experience-driven knowledge between Aurea and our customers.

 

AureaWorks offers us the possibility to complement the traditional centralized distribution of experience-sourced knowledge, with Support at the center, with a more distributed community-based model.

 

With the goal of reinforcing the spread of product knowledge and promoting the engagement and community spirit among anyone using ACRM, we will regularly post articles in AureaWorks. The posts will cover diverse topics spanning product usage, administration, and development.

 

The posts will be opened to discussion but if a question requires extensive investigation, we may ask you to create a Support request. This will be handled by Support as any other request and when the answer is provided, the blog post will be updated with a comment describing the solution.

 

Join the Community

Please help us shape this initiative by providing us input and feedback on this plan and on the upcoming posts.

 

For example:

  • Which ACRM modules and topics would you like us to cover?
  • Should we cover development topics more often than usage topics, or vice-versa?
  • Was the content we posted too advanced? Do we need to add further context by describing basic ACRM concepts first?
  • Was the topic presented in an excessively narrow manner? does is it need a broader coverage to become clear?

 

Some of these questions can only be answered after the promised technical posts start posting, which will happen tomorrow. Meanwhile, please don’t hesitate to provide us your comments and suggestions below.

Currently, for our SaaS customers, we already do some low-level monitoring such as CPU/memory/disks. In addition, we measure the application uptime. In looking at the chart showing data from the last few weeks, the worst uptime was 99.09 %; in total there was an uptime of 99.92 %.

Not bad at all, however we know there is more to the story. What can tell us about the real performance of the application? What started as extracting some of the key processes from our SaaS customers has evolved into implementing a performance measurement. How does it work?

 

We extract key processes in use at all our SaaS customers such as:

- login
- creating contact records
- executing queries
- opening the calendar
- searching for companies
- opening a company treeview

And we then define a maximum time that process should be allowed to take. The measurement was implemented in our own developed monitoring solution that runs Selenium scripts, API scripts written in Node.js and ping checks. All results come to our central Zabbix where we also run the aforementioned low-level monitoring and eventually create incidents or messages.

 

This is all part of an ongoing process to further improve the reliability of our SaaS platform.

 

If you have questions or if you know of an important process that should be measured, please share your ideas below this blog (or contact me anytime).


 

Boost your sales win rate by 12% with new Collaborative CRM.

 

Everyone agrees on the need to collaborate when it comes to delivering sales results but rarely do teams stop to apply any structure or formal processes to that collaboration. Instead, the focus is on the short-term with each team only concentrating on what they need to focus on to deliver for the task at hand.

 

What happens when you combine Jive and Aurea CRM into a social selling network? Imagine if you could...

 

  • Increase deal size and win rate while simultaneously decreasing RFP response and deal cycle time?

 

  • Share knowledge and get lightning-fast answers to every question from all parts of the organization, with a seamless and integrated space.

 

  • Leverage and benefit from a complete view of your customer or prospect, allowing for more efficient management of your accounts and opportunities.


As you already know Aurea CRM is a best-of-breed customer relationship platform. And Jive Interactive Intranet is the world’s leading collaboration platform. Watch this video to see how together, they provide the critical information you need to manage deals and the team collaboration you need to close them.

 

 

Jive is the gateway to your most valuable assets – your people and your knowledge. It’s the perfect complement to Aurea CRM, bringing together your sales teams and other stakeholders in one place to pursue opportunities and close deals faster and more successfully than ever before. While your ACRM provides critical opportunity and account data, Jive adds conversation and collaboration capabilities. You can stay in sync and work together moment by moment. Everyone involved in the deal or in your organization can work together from anywhere, using their favorite desktop or mobile device.

Jive+CRM has helped some of the world’s leading companies and best-known brands achieve breakthrough sales results:

  • Increased deal size by 5%
  • Increased win rate by 12%
  • Decreased RFP response time by 25%
  • Shrunk deal cycle time by 22%

 

With Jive, you can create virtual “account rooms” where everyone involved – inside and outside your sales team – can quickly come together to plan, execute, and stay informed. Any seller can set up a Jive account room in minutes, pulling together all the players, all the resources and all the information you need, in one convenient location.

 

Jive streamlines and accelerates the most complex aspects of deal and account management, like finding critical information, getting answers to time-sensitive questions, creating RFPs and bid management. Connect with your entire team: not just sales and not just CRM users, but anyone inside your company (marketing, legal, product management, subject matter experts) or outside (partners and contractors) involved in the deal. Find information and assets: sales collateral, presentations, bids, RFPs, contracts, view open offers, opportunities, tickets and access corresponding lists within ACRM and Jive. Even stay in sync with the latest updates, meetings, events and more.

 

Your team can even access all of this functionality on the go, thanks to Jive’s fully responsive UI and marketing-leading collaboration app for iOS and Android. Everything reps need to stay productive and synced up is always just a tap away, with a fast, consumer-style mobile experience tailored to the needs of busy sellers. Best of all, Jive is available to you as part of Aurea Unlimited.  If CRM + Jive sounds like it could impact your sales and customer goals, reach out to your Account Executive.

We are excited to announce the Aurea Customer Relationship Manager v11.8 Quality Release now available. ACRM now supports Microsoft SQL 2017 as a backend database for CRM.web, CRM.win, and CRM.designer. Additionally, the ACRM team has made fixes to Outlook sync issues. This release also provides improved quality, stability and enhanced speed across the entire platform.

 

CRM.Web

  • Resolved 25 bugs


CRM.Pad

  • Resolved 5 bugs

 

To access the latest versions along with app product documentation and release notes, visit the product library in the Aurea Support Portal.

 

If you have any questions, please contact Aurea Support or your account manager for more information. We appreciate your continued partnership.

We are excited to announce the Aurea Customer Relationship Manager April Quality Release now available. This release provides improved quality, stability and enhanced speed.

 

CRM.Web v11.7

  • Resolved 25 bugs dealing with UI rendering, connector module, and campaign manager integration


CRM.Pad v4.9

  • Resolved 5 bugs for improved quality & stability

 

To access the latest versions along with app product documentation and release notes, visit the product library in the Aurea Support Portal.

 

If you have any questions, please contact Aurea Support or your account manager for more information. We appreciate your continued partnership.

Sales organizations are being challenged very differently in 2019 than they were even 5 to 10 years ago.  The advent of mobile computing has completely changed the sales dynamic from notepads and pens to keyboards and touchscreens.   As we push further into this brave new world of selling, clients are struggling with the CRM tools that are available in the market as they have been developed by taking old technology and trying to make it work for a mobile workforce.  Sellers today need a mobile-first CRM with an intuitive UI, multi-modal approach to access and integrations that drive real business value instead of the shotgun approach most of the old-fashioned former market leaders take.

 

CRM was created in 1986 based on the principle of a digital Rolodex by Pat Sullivan and Mike Muhney when they built ACT!, this became the gold standard for salespeople.  These early systems allowed for contact management and very basic database marketing; however, soon it became commonplace for every salesperson on the street to use some form of CRM platform.  Fast-forward almost 30 years, and everyone from IBM to Nutshell is trying their hand at creating the next big thing for CRM. With tools that link us to internal data or even Facebook, most offerings try to jam as many features into them as possible making the software bloated, expensive and difficult to use.  This everything to everyone approach has created friction, confusion, and underutilization of tools in the sales community.

 

Aurea has decided to take another path when it comes to our newest CRM offering.  ACRM is being rearchitected from the ground up to be the CRM for the 21st century.  Built around the standards that have been created by systems like Salesforce, CRM.nextgen will be revolutionary, offering a simple, open and insightful experience when it comes to developing deep customer relationships.   Aurea CRM.nextgen will provide a robust modern interface, a focus on B2B relationships, enable a mobile-first approach to access and provide integrations that matter to sellers. As an enterprise solution, Aurea CRM.nextgen will act as a central hub across all of your data connecting the dots and generating the insights your team needs to be successful in the ever-changing landscape. 

 

This investment in our new platform will allow Aurea CRM to continue to grow and adapt to the needs of our clients for years to come.  Tentatively we will be bringing our new CRM to market early in 2020 while continuing to further innovate our current version to explore the possibilities to combine features and services across both platforms.  We will continue to update you as we make progress and are excited to share this journey with you.

We are excited to announce the Aurea Customer Relationship Manager March Quality Release is now available. This release provides improved quality, stability and enhanced speed.

 

CRM.Web

  • Resolved 20 bugs


CRM.Pad

  • Resolved 5 bugs


CRM.Client

  • Resolved 5 bugs

 

To access the latest versions along with app product documentation and release notes, visit the product library in the Aurea Support Portal.

 

If you have any questions, please contact Aurea Support or your account manager for more information. We appreciate your continued partnership.

Pluradent, (one of the largest retailers in the European healthcare market), recently took advantage of its Platinum Support subscription to complete a Managed Upgrade of its Aurea CRM software. The success of the upgrade was another chapter in our years of business relationship with Pluradent. The company leverages Aurea CRM for everything surrounding customer interactions, and has more than 200 power users who use it to track all the information they need about customers, generate consultation reports and visualize key sales workflows around the clock. Read more about why a managed CRM upgrade made sense for Pluradent in a recent Q&A.

 

Recipe for success

Aurea Professional Services is grounded on the belief  that up-front preparation and good communication are essential to any project’s success. At the outset of any Managed Upgrade, our professional services team presents a playbook to our clients, in which all steps and responsibilities are mapped out. The manual offers details and opens a dialogue about the upgrade process, its timeline and what’s expected of everyone involved. The idea is to be transparent and informative and really engage with our customers. Thus, we undertake the upgrade in a way that works best and is most meaningful for our clients.

 

In this particular case, we were able to fulfill Pluradent’s expectations and far exceed them in some parts, because they truly partnered with Aurea. Pluradent took the playbook to heart, and invested the time to collect high-quality test cases where the expected result was clear. As we discussed with them up front, good test cases are well worth the effort they take to prepare. They’re essential in getting the right result in current and all future upgrades. And the good news is that test cases can be re-used! So we do encourage an up-front investment in creating solid test cases.

 

We’re always best able to make life easier for our clients when we have unfettered access to their system during the Managed Upgrade. Pluradent again was a great partner in this regard. As called for in the playbook, they made a system backup and allowed Aurea full access to their system so they could relax, and we could do the rest. We’re really here to make Managed Upgrades a great experience. They help our clients stay tapped into the full extent of product innovation that Aurea continues to evolve.

 

In our client’s words

“I was skeptical at first, but the Managed Upgrade professional service turned out to be perfect. The migration was easy, and communication with Professional Services was great. Thank you for your great work, Aurea Professional Services!”


—Roland Gell, CRM System Architect, Pluradent

 

About Managed Upgrades

Aurea Managed Upgrades—included with every Platinum Support Membership—offer our most exclusive support from our professional services (PS) team, at up to 10x savings. Platinum Support includes one (1) Managed Upgrade each year.

 

As part of the Managed Upgrade process, we work through a comprehensive, five-step process that lets our experts deeply analyze a client environment before we upgrade, test, and deploy new capabilities. Every step is designed to minimize risk, speed deployment, and deliver the best result to the business.

 

We think our customers deserve the best innovation we can deliver. Managed Upgrades delivered through Platinum Support are about making sure our customers have access to the newest and latest technology we offer—without risk or extra cost.

 

Take the next step

To learn more about what Aurea Professional Services has to offer, let us know in the comments below or contact your account representative. In the meantime, here are answers to some frequently asked questions:

 

Is my company eligible for a Managed Upgrade?

All Platinum Support members with on-premise installations are eligible for one (1) Managed Upgrade per year.

 

How do I request a Managed Upgrade?

Request a Managed Upgrade by creating a case in the Aurea Support Portal at https://support.aurea.com/.  Refer to the "Request a Managed Upgrade" section for details.

 

What are clients responsible for during a Managed Upgrade?

 

You’ll need:

  • A completed Managed Upgrade questionnaire.
  • Access to a development/staging environment.
  • Timely assignment of resources.


How long will a Managed Upgrade take?

  • A typical Aurea CRM Managed Upgrade to a development/staging environment requires about 4-8 weeks.

 

Can Platinum Services upgrade all my environments?

Platinum Support membership includes a Managed Upgrade for one (1) development/staging environment per year. However, you can engage us to go beyond that at additional cost.

German client Saint-Gobain designs, manufactures and distributes materials and solutions for use in buildings, transportation, infrastructure and industrial applications.  The newly revamped Aurea Professional Services Team recently had an opportunity to deepen our relationship with Saint-Gobain as part of a needed CRM system upgrade.

 

When it was time for Saint-Gobain to upgrade to Aurea CRM version 10, we were able to deploy our newly re-imagined Professional Services team as part of our Platinum Support - Managed Upgrades. With the benefit of deep product knowledge and experience, the team assessed the situation and developed a work plan to manage a larger bug fix and migration project to ultimately put the solution in place that best served their needs. The work successfully addressed the special issues Saint-Gobain had been living with, and needed a solution to address. The client was thrilled with the outcome.

 

Saint-Gobain’s challenge

Any time a SaaS customer upgrades their software, there is a necessary prerequisite upgrade to the client’s development, test and production environments.  For Saint-Gobain, there was an unavoidable delay in the UAT phase on their end. The client had a need to suspend the work for several months while it focused on other internal priorities. When they were done with their UAT phase, and were ready to proceed with production migration, it became clear to the new Professional Services team that there was a good bit of preparatory work---assorted bug fixes---that needed to be completed in order to get the migration done properly.

 

Our professional services team went to work understanding Saint-Gobain’s existing technique and solution including the configuration and customization, and digging into the reported bugs in their system that were part of an old tech implementation, and totally unrelated to their CRM installation. These were old bugs that the company had been spending tremendous time and resources working around and coping with manually. It wasn’t the best use of their time. We absolutely had to fix the bugs in order to make this migration work to its maximum potential. So, even though the bug cleanup was out of our initially planned scope, we did it aiming for a final outcome that would exceed our client’s expectations.

 

Planning to succeed

The planning phase of the migration was essential. Our Professional Services team created customized proofs of concept to get everyone on the same page. Once the client evaluated and approved the plan, we developed a work schedule with generous windows to accommodate our client’s potential change requests and other feedback. This foresight laid a great foundation for the project. In our experience, the planning work is absolutely essential to the success of the operation. 

 

Saint-Gobain is a great client, and they were wonderful partners in this migration. We were able to adhere to the timelines in part because they collaborated, and enabled us to complete a good amount of pre-migration development. We were able to handle any glitches in the pre-upgrade period by really digging into the proofs of concept and providing all the confirmation we needed. As in any relationship, good resource planning, communication and transparency about any issues or additional cost implications created the conditions for the partnership to thrive. The results were spectacular.

 

In Our Client’s Words


“We were very satisfied with our Aurea experience. The team was fast to respond, and solved issues quickly and efficiently. The collaboration between the Aurea Platinum Support, Professional Services and Sales team was seamless. It all added up to a successful migration that has profoundly improved the way we work.”

 

Mr. Raimund Stracke, Manager| Marketing| Saint-Gobain HES


Positive Impact

Saint-Gobain was ultimately very pleased that their project was handled by product experts who could see that a top-notch migration was going to impact their business for the better.  There have been no bugs reported after the roll-out, and system performance has greatly improved. The project was a total success, and we’re thankful for the opportunity to deepen our relationship with our valued client, Saint-Gobain.

 

Take the next step

Not every client needs a customized solution. Many clients take advantage of their annual, standard managed upgrade that comes included with Platinum Support. To learn all that Aurea Professional Services has to offer, contact your account representative. In the meantime, here are answers to some frequently asked question about the standard Managed Upgrade that’s included with a Platinum Support subscription.

 

Is my company eligible for a Managed Upgrade?

All Platinum Support members are eligible for one (1) Managed Upgrade per year.


How do I request a Managed Upgrade?

Request a Managed Upgrade by creating a Platinum Service case in the Aurea Support Portal at https://support.aurea.com/.  Refer to the "Request a Managed Upgrade" section for details or contact your Platinum Experience Manager.

 

What are clients responsible for during a Managed Upgrade?

You’ll need:

  • A completed Managed Upgrade questionnaire.
  • Access to a development/staging environment.
  • Timely assignment of resources.
  • Active involvement in Acceptance testing


How long will a Managed Upgrade take?

A typical Aurea CRM Managed Upgrade to a development/staging environment requires about 4-8 weeks.

 

Can Platinum Services upgrade all my environments?

Platinum Support membership includes a Managed Upgrade for one (1) development/staging environment per year. However, you can engage us to go beyond that at additional cost.

 

What other services can I access with Platinum membership?

1.Architecture & Design Review

2. GDPR Protect

3.Health Check

4.Managed Upgrade

5.Performance Tuning (Enterprise Only)

We are excited to announce the final 2018 release CRM 2018.5 for Aurea CRM, which also includes updates to mobile applications CRM.pad and the recently launched CRM.client. The official release date was Jan 14th and it contains improvements to quality, performance, and search


You can access both CRM.pad and CRM.client from the Apple and Windows app stores for client download and they are completely backward compatible.  On-premise CRM customers should download the updated Aurea CRM release from the Aurea Support portal. 

 

This release includes the following improvements to quality, performance, and search: 

  • 15 quality defects resolved in Mobile Applications (CRM.Pad and CRM.Client) with some key areas improvement in:
    • Offline mode including Price Calculations
    • Near me functionality
    • Filters
  • 63 quality defects resolved in CRM.Web with some key areas improvement in:
    • Campaign Manager Integration
    • Sending e-mails
    • Rendering fields
    • Marking ToDo as complete
  • We’ve made eight new performance improvements ranging from 3x speed improvement to 125x speed improvement that will save users time in their day-to-day activities:
    • Improve time to export companies from search results (3x improvement)
    • Improve time to sync CRM.Pad z fields (11x improvement)
    • Improve time to load the timeline view (5x improvement)
    • Improve time to load the calendar widget (21x improvement)
    • Improve time to display quick search results (125x improvement)
    • Improve time to load list view widget (5x improvement)
    • Improve time to load large (4000+) catalogs (18x improvement)
    • Improve time to search for contacts/persons with pre-defined filters (16x improvement)
  • Check out the improved search and filtering capabilities that allow users to add descriptions to their stored queries and analyses then share these with other users with an easily searchable manner!

 

To access and install the latest version of CRM today, visit the product library in the Aurea Support Portal.

 

Product documentation and release notes are also available in the Aurea Support Portal.

We are excited to announce that our new Aurea CRM (ACRM) release -  CRM 2018.4 - is available now! This release also includes updates to ACRM mobile applications CRM.pad and the recently launched CRM.client.

 

Both CRM.pad and CRM.client can be accessed from the Apple and Windows app stores for download, and are completely backward compatible. 

 

This ACRM release emphasizes high volume enhancements to drive greater solution quality and improved performance.

  • 25 quality defects resolved in Mobile Applications with some key areas being offline mode and near-me functionality (CRM.Pad and CRM.Client)
  • 55 quality defects resolved in CRM.Web with some key areas being cloud deployments, fields & attributes, and campaign designer
  • We’ve made a 4x speed improvement (from 2 seconds to 0.5 seconds) when modifying the Quantity amount on an order row
  • We’ve made a 60x speed improvement (from 98 seconds to 1.5 seconds) when searching for tasks after making an update

 

To access and install the latest version of CRM today, visit the product library in the Aurea Support Portal.


Product documentation and release notes are also available in the Aurea Support Portal as well as on Documentation - Aurea CRM!

Dear customers & Partner Community ,

 

with the latest release auf Aurea CRM 2018.3 (v11.3) I am also happy to announce the availability of the updated Aurea CRM online demo as well as our rebranded Aurea CRM Demo Center.

 

The Aurea CRM online demo version includes all the latest Enterprise Edition capabilities, a fully configured CRM.client access, as well as an integration with Aurea Campaign Manager to show case our campaign management and email marketing capabilities.

 

FirstRain Integration

With our latest demo release we offer a first glance at our FirstRain integration which allows sales professionals to "follow" their most important key accounts and get a curated overview of press clippings, social media buzz, management changes, competitor insights, and much more.

 

Aurea CRM and FirstRain Integration

 

A perfectly designed end-to-end solution to equip your team through the sales cycle with uniquely selected relevant business information that is focused on helping your organization intersect the value proposition with the market need by bringing new opportunities, developing and maintaining key relationships with your customers, and ultimately closing the deals.

 

Jive Integration

Aurea CRM is a best-of-breed customer relationship platform. And Jive Interactive Intranet - from Aurea - is the world's leading collaboration platform. Together, they're a one-two punch for your sales force, providing the critical information you need to manage deals and the team collaboration you need to close them.

 

With Jive you can:

  • Bring collaborative conversations into your CRM
  • Empower your sales reps with streamlined, mobile teamwork
  • Make your sales motion fast and frictionless

 

This online demo also includes a light-weight Jive-integration show case to spark some ideas around how these two products may work together in the near future.

 

Keeping everyone in the loop with Account-Collaboration

Account managers, sales reps, or sales managers/directors, often need to collaborate on their CRM accounts. Jive offers a place where colleagues can share and collaborate on documents, have discussions and share news on the account with each other. Even if these colleagues do not have access to ACRM.

 

Aurea CRM and FirstRain Integration

 

Making deal-management a breeze with Team-Selling

Inside Jive, you can create virtual "deal rooms" where everyone involved – inside and outside your sales team – can quickly come together to plan, execute, and stay informed. Any seller can set up a Jive deal room in minutes, pulling together all the players, all the resources and all the information you need, in one convenient location. Jive streamlines and accelerates the most complex aspects of deal management, like finding critical information, getting answers to time-sensitive questions, creating RFPs, and bid management.

 

Aurea CRM and FirstRain Integration

Aurea CRM Demo Center