Back-office teams

Account manager

As Account manager, you look after a portfolio of client accounts: you keep each client's record accurate, follow the account in the commercial CRM and grow it through new deals. Your work starts in the Client book and continues in Commercial CRM.

Sign inAll role guides

Start-up guide

  1. Open the sign-in link in your invitation, then enter your work email and the password provided.
  2. If you forget your password, choose “Forgot password”, then “Send recovery instructions”.
  3. The Sign in button opens the app in this page’s language.
  4. After sign-in, the Client book opens with the clients in your current scope, their total and the Data quality issues found on the page.
  5. Tick Only show clients with data quality issues to see which client records need correcting first.
  6. Open Commercial CRM from the navigation and choose a client on the Choose a client screen; the CRM opens on Agenda with your Overdue, Today and Upcoming activities.
  7. In Settings, check that you are on the client's Roster; otherwise Mine only finds the unassigned activities you logged yourself. Ask the Commercial administrator to add you if needed.

End-to-end workflows

Review and update a client account

Starts when: A regular account review, or the client reports changed details.

  1. In the Client book, use Search clients... or the data quality filter to find the client.
  2. Open the client; Overview shows the Contact details, the Service configuration and the Recent Activity.
  3. Check Contacts & Addresses and read Contracts for the current terms.
  4. Read Activity & Notes for the latest changes made on the account.
  5. Back in the Client book, click Edit on the client, correct the contact, address or relationship details and save.
  6. Open Activity & costs to review the account's activity and costs over the period.

Result: The client's record is accurate, and you know the account's recent activity and costs.

Next: Record the follow-up in Commercial CRM; ask a Manager for any change the Client book does not let you make.

Prepare and present a business review

Starts when: A periodic business review meeting with the client.

  1. In the Client book, open the client and go to Activity & costs.
  2. Click Configure presentation, choose the slides for this meeting and click Save deck.
  3. During the meeting, click Present review.
  4. In Commercial CRM, choose the client, open Agenda and click Log activity to record the meeting on the related lead or deal.
  5. Log the agreed follow-up actions as activities with a due date; they appear under Upcoming.

Result: The review has been presented, the meeting is recorded and every follow-up action has an owner and a due date.

Next: You work the follow-up activities from Agenda; new business opportunities continue as leads or deals.

Grow the account from lead to deal

Starts when: The client or a prospect expresses a new need.

  1. In Leads, click New Lead, enter the name, company and source, then click Create Lead; the Timeline shows Lead created.
  2. After the first conversation, choose Mark as contacted; when the need is confirmed, choose Qualify.
  3. Choose Convert into a deal, enter the Amount and Expected close date and confirm; the Timeline shows Converted into a deal.
  4. On the Board, drag the deal card to the next stage as it progresses, or click the next step in the deal's Stages path; Stage history keeps every move.
  5. Close the deal with Mark as won, or with Mark as lost and a Loss reason; its State becomes Won or Lost.

Result: The opportunity is closed as Won or Lost, with its full history, and it counts in Dashboards and Forecast.

Next: The Commercial administrator follows the pipeline and quotas; you continue the relationship from the Client book.

Send a prospect questionnaire and prepare a quote template

Starts when: A prospect needs a quote and their logistics requirements must be collected first.

  1. Open Questionnaires, enter the Company name and click Create link.
  2. Use Copy link and send the link to the prospect.
  3. When the invitation shows Submitted, click View submission to read the answers.
  4. In Archives, use Move to… to file the questionnaire in the right folder.
  5. In Quote templates, open the Master template or a Tier base quote, adapt it and choose Save as a new template; it is listed as Custom.

Result: The prospect's answers are filed and a Custom quote template is ready for the quote.

Next: The Commercial administrator maintains the Master template and the Tier base quotes; the opportunity continues in Deals.

All features

Core Clients

  • Client OverviewHealth score, KPIs, quick actions

OMS

  • Commercial CRMManage leads, deals, appointments and activities for the selected client.

Intelligence

  • AssistantView the current page context, available views and actions, and the assistant connection and memory status.

Work

  • Task ActionsShows work queues and the actions allowed for each task by your role.

What you can open

The areas below describe the access assigned to this role.

  • Clients
  • Commercial CRM
  • Assistant
  • Work queue

Everyday tasks

Log and complete an activity

  1. In Agenda, click Log activity.
  2. Choose the lead or deal it belongs to, enter the subject and due date, then save.
  3. When the call or meeting has taken place, click Done on the activity.

Reschedule or hand over an activity

  1. In Agenda, switch between Mine and Everyone and find the activity.
  2. Click Reschedule and choose a new date, or click Hand to a colleague and choose a person from the roster.

Check your forecast

  1. In Commercial CRM, open Forecast.
  2. Under Show, choose Weighted pipeline or Quota attainment.
  3. Open Deals and filter on the Open state to follow up deals that are still open.

Share commercial figures

  1. Open Dashboards and set the Period covered.
  2. Check Lead funnel, Win rates and Stage velocity.
  3. Use Export CSV on the panel you want to share.

Ask the Assistant

  1. Open Assistant from the navigation.
  2. Type your question and check the answer against the screen before acting on it.

Limits and help

Your workspace covers the Client book and Commercial CRM; it does not include orders, warehouse operations, invoices, client pricing or support tickets. You cannot create new clients or change contracts: ask a Manager. Only the Commercial administrator changes the Master template and the Tier base quotes. For invoices and payments ask Finance; for client tickets ask Support.

contact@ysendgroup.com

Help centre

Common questions

Why does Mine show almost nothing in Agenda?

You are probably not on the client's Roster yet, so Mine only lists the unassigned activities you logged. Ask the Commercial administrator to add you in Settings, Roster.

Why does the CRM ask me to choose a client?

Leads, deals and activities belong to one client. Choose the client on the Choose a client screen; only Questionnaires and Archives work without a client.

Why can I not change the Master template?

The Master template and the Tier base quotes are maintained by the Commercial administrator. Save your version with Save as a new template; it is listed as Custom.

Can a won or lost deal be reopened?

No. A closed deal can no longer be edited, moved or closed again; create a new deal for new business with the same client.