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Knowledgebase Category : CRMBill Guide


Adding Of Hosting Services.

2010/08/11 - To add hosting services click on the web hosting. And follow the steps.

• Click on Services
• Click on the hosting service you wish to add



• Once clicked on the hosting service, a list hosting plans will appear
• The hosting list will contain hosting codes and prices for each service
• To add, click on the “+” sign. Please view the picture below.




• Enter in the name of the domain to be hosted. [Mark 1]
• Select the hosting server you wish to have this service added to. [Mark 2]
• Enter your desired username, password and server information. [Mark 3]
• You can change the billing period [Mark 4]. Please refer to “Flexible Billing” – Serial 2.5
• Price override allows you to change the price for special offers or discounts [Mark 5]
• The “Do Not Generate Invoice” option can be used if invoices are not to be created when adding a new service [Mark 6]
• If you wish to save the new service, then click on “Save Changes” [Mark 7]
• If you wish to cancel the order at any time while adding, click on “Cancel Changes” [Mark 7]



• New services will be added with a pending status by default.
• Once the service has been added, the User Dashboard will display the new balance.

Adding Of Invoices:

2010/08/11 - To add a new invoice manually, please use the follow steps.

• Go to User management and click on the “Invoices”, tab.



• Click on the “+” sign to add the new invoice.



• Select the corresponding service from the “Service”. [Mark 1].
• Enter in a brief description [Mark 2]
• Key in the amount [Mark 3]
• When you are ready add the charge, click on “Add Invoice” [Mark 4]
• It you wish to cancel this at any time, click on “Cancel” [Mark 4]



• Before final save, CRM will display a preview of the new invoice to add more charges or cancel changes.
• Current description will be available to review as shown in the below pic [Mark 1].
• To save, generate and send this invoice, click on the ‘green button’ at the top right corner. [Mark 2].
Once save, the invoice will appear in Invoices under Service Management. Please view image below.



Final Invoice:

Contact Details:

2010/08/13 - A customers contact details can be viewed here. If you wish to edit any details, click on the edit icon to the far right of the row. You will also be able to remove any details from as well by clicking on the delete icon to the far right of that row.



CRMBill Definition

2010/05/11 - CRMBill is a (customer resource management system), as well it is used for online accounting system; it’s a multipurpose application, which is used for the Management of internal resources and services, and also used for online client management and information system. It is a browser based application; it can be access via internet on http protocol from any computer.

CRMBill Feature Overview

2010/05/11 - CRMBill is state of the art Automated Business Management system designed by people who understand the day to day operational issues and problems That businesses face as they grow. It is designed keeping the smallest detail in mind. CRMBill is not just another billing application instead its a Complete Business Solution. It’s one of the leading CRM & Billing Systems developed completely in Microsoft.NET. CRMBill is designed to run small to large corporate. Its robust, reliable and efficient being used by large corporate where it handles more Then 30,000 Invoices per day, 300 Tickets per hour, 20000 Customers, 40000 Services for a single company. No Database corruption, no downtime, no setup required. It's a complete ready to use system. In hosted solution we manage the whole system setup & upgrades, leaving you enough time just to manage your business

Home Page Interface

2010/05/11 - Once you login into the application, the main interface contains different tabs.

• Customers: This option is used to search users, active, pending, suspended, cancelled etc.
• Services: This option is used to search services for particular users, you can add, active, suspend, services.
• Support Desk: This option is used to see the tasks/tickets for specific dept’s, & the tasks assigned by management.
• Billing: This option is used for payments & invoices. You can add, cancel or see the list of payments from here.
• System Settings: This option is used to various system settings, manage ADSL, add new services or products to CRM, etc.
• Reports: This option is used for various reports or logs, u can also access other services management section from here.

How to add domain orders?

2010/05/11 - • When clicking on Domains, a list will appear displaying TLD.
• TLD list shows the code, name pricing of each domain.
• To add .com domain, click on the “+ plus sign” as shown in the below pic.



• Place the domain name in box against “Domain”. [Mark 1].
• Type the name servers and its corresponding IP’s. [Mark 2].
• Price override option can be to change prices in case of specials or once off promotions being run [Mark 3]
• The “Do Not Generate Invoice” option can be used if invoices are not to be created when adding a new service [Mark 4]
• If you wish to save the new service, then click on “Save Changes” [Mark 5]
• If you wish to cancel the order at any time while adding, click on “Cancel Changes” [Mark 5]



• Once saved, the service will appear under the “Service Management”. [See picture below].
• New services will be added with a pending status by default.
• The service can be activated once payment has been confirmed

How to add new service/product against a customer?

2010/05/11 - • When you click on New Services button, Services page will appears as shown in the above.
• Services can be added from here to existing clients/users. [ Mark A in the above pic]
• Services can be added to new clients from here as well. [ Mark B in the above pic]


Adding services to new and old client is same. Below are the steps to “Add Services”

Step 1:
• First search a user in CRMBill.
• Click on the user profile. ( as shown in below picture)


Step 2:
• Click on the services to load services tab (mark 1)
• To add services click on the + plus sign (mark 2).


Step 3:
• There are 16 different types of services available in the Services Dash Board.
• You can click on the services icons according to order.


How to do quick search for Invoice?

2010/05/11 -
• Locating invoices is made easier. Select “Invoice” in the 1st tab and key in the invoice id in the text box that you wish to view.
• Press Go and it will display the Invoice list

How to Manage Tickets/Tasks

2010/05/11 -
• Task/ customer queries/ issues, can be viewed and replied by support agents from here.
• Tasks are generated by clients sending emails or logging directly from their portal.
• You can search tasks by using the different drop down menu options specified.
• You control the number of tasks displayed, 10, 50, 100…
• You can view issues via specific departments, status (open, closed), dates and ascending or descending order.


• Once you’ve selected your search criteria from the drop down menu, a task list is opened with the issues logged by your customers.
• To open a specific task, click on the ‘open task’, as shown in [Picture, mark 1].
• To close a task, click on the blue button, as shown in [Picture, mark 2].
• To mark as spam, click on the spam, as shown in [Picture, mark 3].
• You can delete tasks from here by clicking on the “red cross”, as shown in [Picture mark 4]

How to quick search by Service?

2010/05/11 -
• Different records are searchable by combining the “service” option in the 1st tab and the options in the 2nd tab.
• The search result will return all services active or pending for web hosting, domain name, username etc depending on the search criteria specified.

How to quick search by Task/Ticket?

2010/05/11 -
• A new search criteria is made available when selecting “Task” in the 1st tab.
• You will be able to search by id, email, username, subject and message
• You will be able to search the task directly by using the task id in the text box and selecting the task id in the 2nd tab.

How to quick search for Transactions?

2010/05/11 -
• A new search criteria is made available when selecting “Transaction” in the 1st tab.
• Transaction can also be search from here.

How to use Quick Search?

2010/05/11 -
• By clicking on the above User option in the, user page loads as shown the above
• This option is used to search client’s details, services, domain names, invoices & Transactions
• To search user details type your string in the text box, as highlighted in the above
• Whenever a client places an order from website, it creates a User for client in CRMBill.
• A unique “user name” & password will assigned to every new customer.
• User Information can be search by selecting different combinations of drop down menu.
• These drop down menu’s are available just close to text box.
• To Execute search u have to press the ‘Go’ , just at the end of second drop menu
• User Information can be searched by user id, first name, last name, Email, Phone etc.

Invoice Tab

2010/08/11 - The invoice tab holds all invoices generated against a client for all services. By clicking on “View Invoice”, the magnifying glass, you will be able to see a preview of the invoice and charges. By clicking on “Open Invoice”, this will allow you to edit an invoice by adding more charges, voiding or refunding them. Red highlighted invoices, indicates that these invoices are overdue.



Loading Open Tasks/Tickets

2010/05/11 -
• From the home page, click on “Support Desk” to view all issues.
• You can view customer tickets from here, open, pending, resolved, overdue, service jobs etc.
• There are few others options available here ( Admin tasks, Manage dept’s Manage, users – spam - settings)
• All options stated in the above line are for CRM administrator.
• You can limit users to access any option as per your requirement.



• When viewing all tasks, all tasks, open, closed, resolved, duplicate, will be displayed.
• All departments, Accounts, Sales, Support…specified, is visible here.
• Control features have been added to CRM so that support agents are not able to view account tickets and vice versa. This is set by CRM admin.
• Blue highlighted tasks, indicates that this task is currently open by another agent.

NetEarthONE DNS

2010/08/13 - This option allows a client to manage the name servers for their domains, obtain the Auth code for transferring, whois details for the domain so much more. From an admin perspective, the agent registering the domain will need to ensure that all details are filled in. Before using the NEO (NetEarthOne) tab, you will need to ensure that the "Order ID" section is filled in. Please view Figure 1.

Figure 1

• In CrmBill, locate the domain and enter “Registration Service” [Figure 6]

Figure 6

• Fill in the “Order ID” that you've obtained from NEO in the Order ID field. [Figure 7]

Figure 7

• Update changes
• Refresh your page and load the NEO Tab. [ Figure 8 and Figure 9]

Figure 8

Figure 9

Side Note: Clients can register their own custom dns by using “Register Child Nameservers” [Figure 10]

Figure 10

NB: Further more please ensure that the Module is set to NEO. This will also only work with domains that has been registered under NEO. [Figure 11]

Figure 11

Notification Tab

2010/08/13 - All notifications sent to the client are stored here. Notices such as portal details resent, payment reminders etc.



Payment Method

2010/08/13 - This allows your client to specify their preferred payment option, debit order, EFT, credit card, PayPal etc. You or the client can change this option.



Recent Updates

2010/08/13 - 1. Invoice

• Invoice number is displayed in the subject of the email sent to clients
• Invoice Override option is only available to Administrators. The administrator can use this option to manually change invoice details i.e. description, status, amount. These changes won’t impact the transactions list.
• Transaction override option is made available to Administrators only. They can use this option to remove a particular transaction from the transaction tab so it’s not included in the total outstanding balance.

2. Service Management > Custom Field Tab:

• You will be able to add custom fields for new services i.e. Hosting, ADSL, Dedicated Server etc)
• You will be able to remove custom fields from an available list for the service type that have already been added to the client service i.e. hosting, adsl, dedicated server etc
• Newly created custom fields for services, will also be added to the available list for custom fields for a service type for future services to be offered.
• This whole TAB is only available to Administrators of CRMBill at the moment.

image here

Service Management > Helm Manager:

• Helm Manager is for windows hosting services
• You will be able to make changes to the control panel from here.
• Accounts can be suspended, unsuspended and terminate from here.

image here

3. Batch Job > Pending Order Reminder:

• CrmBill now sends out reminders to all “Pending Services” which payment is being waited on for activation. • Reminders are sent out after 3, 6, 10, 15, 20 and 30 days after the order date. • After 30 days, the status for the service is changed to “NEVER ACTIVATED” and invoices cancelled.

4. Multi Company Task List:

• CRMBill has been modified to handle issues submitted for multiple companies by the same staff.
• Company A and Company B customer issues, is viewable in Support Desk under Admin Portal.
• For customers of these companies, it will appear that the emails are coming from separate companies i.e. Private Label.

5. Uniforum Ticket System Upgrade: • Uniforum ticket system can ACCEPT/REJECT tickets sent to all other email addresses

6. Invoice Generation Upgrade:

• Invoices are generated for services which status is “Suspended” and “Set for Suspension”. Clients will be billed until the services is TERMINATED or CANCELLED.
• A fix has been implemented to generate invoices correctly when Price Override is enabled.

7. Batch Overdue Balance Report by Last Payment Date:

• Overdue balance reports, is updated weekly.
• It is grouped by Last Payment Date so latest payments may be tracked.

8. Staff attendance Reports:

• Attendance and performance reports have been added into the system. Help desk agents will need to ensure that they sign out correct at the end of their shift.
• Agents are able to view these reports for personal usage.

9. Batch Job > Live Credit Payment Application:

• The system will apply live credit payments on a daily basis.
• The maximum to be applied is specified by the administrator. Live credits exceeding the maximum amount, should be applied manually.

10. Inactive Pending Service Report Fix:

• This service has been fixed as previously it was showing some services that weren’t paid.

11. Change in Message Templates:

• The client portal welcome message has been updated to provide more info.
• Task reply message template has been updated to provide more relevant info.

12. Logging of Contact Detail changes:

• The system will log any changes made to the contact details and kept in history.
• The changes are logged from admin and client portal.

13. Logging of Address Detail changes:

• The system will log any changes made to the Address Details and kept in history.
• The changes are logged from admin and client portal.

Replying to Tickets

2010/05/11 -
• The above picture shows the Task Management.
• On the left side, you will see the Ticket and User dashboard.
Ticket Dashboard: It displays the ticket number, status, date and time, department, ticket type and the total number of tickets from the same client. Please refer to the picture Mark A
User Dashboard: It displays user information such as email address, client portal details, last payment, sign up date, pending services, balance against the account, number of due invoices. Please refer to the picture Mark B
Ticket Management: It displays the several options listed below: Please refer to the picture Mark C
Copy To: You can cc another individual if you wish to.
Username: This is your client portal username. This is unique to each client. This field is readonly if this is filled in by the system automatically.
Status: This shows the status of the ticket, open, closed, resolved or pending.
Department: You will be able move an issue to the relevant department EG. Move from support to accounts.
Assign to: You can assign a task to a specific agent. When assigning a task to another department, you can reply to the client as well by selecting the option “Send Mail”. If you do not wish to send the email, then you will need to deselect the option.
Comment: This allows you to leave comments and messages for internal use when assigning the task to another agent.
Message: Your response to the client is entered here.
Send Mail: If selected, your response will be sent to the client.
Send Reminder: When selected, a reminder notice is sent to the client informing them of any overdue amounts against the account.
Send Portal: When selected, client portal details will be resent to the client.
File Attachments: You will be able to send attachments from here. You are limited to 2.
Submit: This button is used to send the reply to client or close a ticket.
• At the centre of the page at the Mark D, this line shows the current open task information.
• At the below of this page, Mark E, displays the customer email.

Service Logs

2010/08/13 - Here, you will be able to view a complete service history for the customer. You will be able to make admin and client notes. This can be used when wanting to record particular comments against a service in CrmBill. Admin notes are for internal view only and client notes can be viewed by admin, support agent and client. Service logs are created when changes are made to a service. There are 2 additional tabs under service management that is only available to administrators.



Service Management

2010/08/13 - 1: The following tasks can be performed using service details.

A: Change Status - You are able to update the status of the domain, active, pending, waiting, canceled, terminated... [Mark 1]
B: Period – You can change the payment status for the domain, monthly, quarterly, biannually and annually [Mark 2]
C: Dates – You can specify dates for service activation, suspension, cancellation, domain expiration [Mark 3]
D: Cancellation Details – You will be able to specify cancellation details for the service, dates, reason, rating and suggestion.
E: Allow Cancellation – This option allows customers to submit a service for cancellation via the client portal [Mark 4]
F: Billing Details – You can specify billing dates to be generated, Next Invoice Date and New Renew Date [Mark 5]
G: Service Details – Service information is keyed in here EG: domain name, control panel details and name server details [Mark 6]
H: Action Panel – This is used to save changes made to a service [Mark 7]
I: Activate – This option is used when activating a hosting plan on the server. [Mark 8]
J: Terminate – This will remove a service from the hosting server. This button is made available when the service is set for cancellation.
K: Is Cleaned – This option is selected to confirm that all details entered, is correct.



Service Tab:

2010/08/11 - Service tab displays all services under a client’s account. You can manage these services from here by clicking on the “Edit icon” to the far right of each service.



Tickets:

2010/08/13 - The tickets tab lists all issues logged by the client and its status. Issues can be logged and viewed from here as well.

Transactions Tab

2010/08/13 - Transaction tab lists all transactions on the account. The transactions tab can only be edited by the administrator.



Understanding different Client Service Status

2010/05/11 - 1. PENDING: Initial Status, whoever is capturing the order or if the order is being placed from Client Portal and has not been activated.
2. ACTIVE: Once the service is activated on your servers. Make sure status is set to ACTIVE because otherwise CRMBill will not bill for the service if its recurring.
3. WAITING FOR CUSTOMER: This is used when you cannot ACTIVATE Service and are waiting for customer to perform some action first. Like accept domain transfer, provide dns, provide alternate domain because original domain is not available any more etc etc.
4. SET FOR CANCELLATION: When we receive cancellation form for a service, update the cancellation section on SERVICE MANAGEMENT and change status to SET FOR CANCELLATION. This should be done for domain renewal cancellations as well.
5. CANCELLED: When service is removed from your servers, only then change status to CANCELLED. This should be done on the CANCELLATION DATE.
6. SET FOR SUSPENSION: Only used as warning to customer in case of non-payment or some sort of abuse complaint. New invoices are still generated. though. Please enter SUSPENSION DATE.
7. SUSPENDED: Someone of the above services are actually suspended on suspension date. Only to be used by accountant during collection process. New invoices are still generated.
8. TERMINATED: Sometimes “Suspended Services” are terminated after certain period. Only Accountant should be using this status. All services should be removed from servers and set to “TERMINATED”. Make sure terminated date is filled.
9. FRAUD: This is specifically set by Management only, when we identify customer as a fraud using false details to order services.
10. NEVER ACTIVATED: Used for duplicate or test orders
11. EXPIRED: Not used anymore, we used it for AWBS Expired domains.
12. PENDING DELETION: Not used anymore, we used it for AWBS Expired domains.
13. UNKNOWN: This is an exception and should almost not be used at all. Only to be used If you have no idea about whats the current status of the service and management should have a look.

User Logs

2010/08/13 - This stores a complete history of the customer's account. This can be used to make admin and client notes which should be used when wanting to record any particular comments against the user. Admin notes can only be viewed internally where as client notes can be viewed by client, agent and admin. System notes are generated when changes are made to a customer's profile.



User Management:

2010/08/11 - The user management dash board is used to manage customer resources, service, invoices and transactions, update contact details, logging and responding to tickets, notifications, payment method and user logs. (See below picture)

• 9 Different tabs are available to manage resources. [Mark 1].
• Profile tab houses client information such as username and password, first and last name, company name… [Mark 2].
• You are able to resend client portal details from here by clicking on “Resend Portal Password” [Mark 3]
• Client details, portal password and company details can be edited from here as well by clicking on “Update Profile” [Mark 3]



What are the different User Status?

2010/05/11 - 1. PENDING: Initial status, when a new order is placed from your website by a NEW CUSTOMER.
2. ACTIVE: This is when you verify the order is from a “valid” and “new customer”. Sometimes existing customers try to place orders as new customers which should be captured against their existing accounts.
3. SUSPENDED: Sometimes customers are suspended due to “non-payments” or “some unauthorized activities.” .
4. TERMINATED: Sometimes “Suspended Customers” are terminated after certain period. All services should be removed from servers and set to “TERMINATED”. Make sure terminated date is filled.
5. BLACKLISTED: Sometimes “Terminated Customers” are Blacklisted by you for Collection of outstanding monies.
6. CANCELLED: This is no longer used. Only services are set to CANCELLED because same customers might want to purchase other services in future so we don’t want to block them from accessing the client portal.
7. FRAUD: This is specifically set by Management only, when we identify customer as a fraud using false details to order services.
8. NEVER ACTIVATED: When test orders or duplicate orders entered then you should be setting the user status to NEVER ACTIVATED.