tigerpaw implementation guide

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Tigerpaw CRM+

Implementation Guide

Published October 15, 2005

1 Tigerpaw CRM+ Implementation Guide


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Table of Contents

TABLE OF CONTENTS ................................................................................................. 2

INTRODUCTION............................................................................................................. 6

UNDERSTANDING THE LAYOUT OF THIS GUIDE................................................................. 6LEARNING WHAT TO DO FIRST.......................................................................................... 6

BEFORE YOU IMPLEMENT........................................................................................ 8

LEARNING TO USE THE SYSTEM ........................................................................................ 8The most important fact you should know .................................................................. 8Training every user on the basics............................................................................... 8Training tailored to your job responsibilities............................................................. 8

DEVELOP AN IMPLEMENTATION PLAN .............................................................................. 9

UNDERSTAND HOW INVENTORY IS MANAGED .................................................................. 9Maintaining the Price Book...................................................................................... 10Working with serial numbers .................................................................................... 10Viewing the Serial Number Log................................................................................ 11Building assemblies .................................................................................................. 12Creating Finished Goods.......................................................................................... 12Maintaining inventory locations............................................................................... 13Taking a physical inventory...................................................................................... 14Understanding purchasing and receiving................................................................. 16Using the inventory clean-up utility.......................................................................... 17

IMPORT DATA................................................................................................................. 21

Using the Import Wizard........................................................................................... 21Importing ASCII text files ......................................................................................... 22Saving import specifications..................................................................................... 22Importing price books............................................................................................... 22Viewing the import error log .................................................................................... 22Verifying your imported data.................................................................................... 22Converting from Tigerpaw Software products ......................................................... 22

DEVELOP COMPANY PROCEDURES ................................................................................. 23Committing to system management .......................................................................... 23Putting your procedures on-line............................................................................... 23Recording audio/video procedures........................................................................... 23

Selecting a system administrator .............................................................................. 24Selecting a sales coordinator.................................................................................... 24Selecting a marketing coordinator............................................................................ 24Selecting a customer service coordinator................................................................. 24Selecting an accounting coordinator........................................................................ 24Selecting a purchasing coordinator.......................................................................... 24

OPERATIONAL RESPONSIBILITIES CHECKLIST ................................................................. 25POST-IMPLEMENTATION CONSIDERATIONS .................................................................... 26

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PROTECTING FROM VIRUSES........................................................................................... 26SECURING INFORMATION ............................................................................................... 26BEFORE YOU INSTALL .................................................................................................... 27USING ADOBE ACROBAT READER................................................................................. 27INSTALLING THE MICROSOFT DESKTOP ENGINE ............................................................ 27

USING THE WINDOWS INSTALLER PACKAGE.................................................................. 28INSTALLING TIGERPAW CRM+CLIENT ......................................................................... 28STARTING CRM+FOR THE FIRST TIME........................................................................... 29REMOVING TIGERPAW CRM+FROM YOUR SYSTEM ...................................................... 29CREATING A NEW TIGERPAW SQLSERVER 2000DATABASE ......................................... 29USING THE MIGRATION WIZARD ................................................................................... 29

Purpose of the Migration Wizard ............................................................................. 29Running the latest version before migrating............................................................. 30Running the v10 Migration Wizard........................................................................... 30Selecting the database you want to migrate ............................................................. 31Adding an unlisted SQL server ................................................................................. 31

Naming your new Tigerpaw v10 CRM+ migrated database.................................... 32Starting the data migration....................................................................................... 32Migrating your data into a the new structure........................................................... 33Completing the migration ......................................................................................... 34Handling a data migration failure............................................................................ 34

OPENING A DATABASE................................................................................................... 34CLOSING TIGERPAW CRM+........................................................................................... 37BACKUP /RESTORE........................................................................................................ 37

BASIC IMPLEMENTATION WALK-THROUGH ................................................... 39

VIEWS ............................................................................................................................ 39ADD ANEW ACCOUNT................................................................................................... 39ADD AN ACCOUNT PHONENUMBER.............................................................................. 39ADD ANEW CONTACT TO AN ACCOUNT ........................................................................ 39ASSIGNING A TAX RATE ................................................................................................ 40ENTER A JOURNAL ENTRY ............................................................................................. 40ENTER A TASK............................................................................................................... 40CREATE ANEW ACCOUNT GROUP ................................................................................. 40ADD ACCOUNTS TO AN EXISTING ACCOUNT GROUP ..................................................... 41EMAILING TO ALL ACCOUNTS IN A GROUP..................................................................... 41ADDING AN ITEM TO THE PRICE BOOK........................................................................... 41CREATE ANEW QUOTE.................................................................................................. 42CREATING A POFROM A SERVICE ORDER...................................................................... 42CREATING A PARTIAL INVOICE ...................................................................................... 43SCHEDULING AN ACTIVITY ............................................................................................ 43CREATING A WORK FLOW EVENT.................................................................................. 44DISPATCHING A TECHNICIAN ......................................................................................... 44CREATING A RETURNED MERCHANDIZE AUTHORIZATION (RMA)................................ 44EXCHANGING AN ITEM................................................................................................... 45CREATING CREDIT MEMO.............................................................................................. 45PHYSICAL INVENTORY ................................................................................................... 46



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CREATING ANEW CONTRACT........................................................................................ 46

TAILORING YOUR NEW SYSTEM .......................................................................... 48

SETTING UP YOUR SYSTEM ............................................................................................. 48SETTING UP THE DEFAULT SYSTEM-WIDE OPTIONS ......................................................... 48

Setting up Startup defaults........................................................................................ 48Setting up Company options ..................................................................................... 49Setting up Quotes and Opportunities options ........................................................... 50Setting up Service Order options.............................................................................. 51Setting up the Inventory options ............................................................................... 54Setting up the document Disclaimers options........................................................... 55Setting up the Next Numbers options........................................................................ 57Setting up the Security options.................................................................................. 57Setting up the Accounting Interface options ............................................................. 58Setting up the Tax options......................................................................................... 62Setting up the Email options ..................................................................................... 63

Setting up the Reports options .................................................................................. 64Setting up Master Table options ............................................................................... 64Setting up Scanning options...................................................................................... 65Accessing Global Custom Fields .............................................................................. 65Setting personal Display options .............................................................................. 66Setting up Personal Settings options......................................................................... 67

SETTING UP SECURITY.................................................................................................... 67Understanding security settings................................................................................ 67Establishing global security settings ........................................................................ 68Establishing security roles........................................................................................ 69Establishing security permissions............................................................................. 70Assigning a Rep to security roles.............................................................................. 74

USING THE AUDIT LOG .................................................................................................. 74Purging the Audit Log............................................................................................... 76

SETTING UP THE ACCOUNTING INTERFACE ..................................................................... 77Understanding inventory costing methods................................................................ 77Configuring the accounting interface....................................................................... 78

SETTING UP THE PRICE BOOK AND INITIALIZING INVENTORY......................................... 78

SETTING UP A NEW USER ........................................................................................ 80

SETTING UP THE CLIENT COMPUTER............................................................................... 80SETTING OPTIONS FOR A SPECIFIC USER......................................................................... 81CUSTOMIZING THE LOOK AND FEEL................................................................................ 82

Changing the color scheme on grids ........................................................................ 82Changing the appearance of grids............................................................................ 82Customizing tool buttons........................................................................................... 83Creating a new custom tool bar................................................................................ 84Modifying the menu items in a menu list .................................................................. 85Setting up shortcut keys ............................................................................................ 85Relocating tool bars.................................................................................................. 86Resetting toolbars to the original state..................................................................... 86



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Modifying shortcut keys ............................................................................................ 87

IMPLEMENTING THE MODULES ........................................................................... 88

IMPLEMENTING PURSUIT................................................................................................ 88Learning before you leap.......................................................................................... 88

Pursuit Implementation Checklist............................................................................. 88Getting the initial data into the Pursuit.................................................................... 88Learning to Use Pursuit............................................................................................ 89Implementing Pursuit checklist................................................................................. 89

IMPLEMENTING QUOTES ................................................................................................ 93Understanding the steps in processing a quote ........................................................ 93

IMPLEMENTING SERVICE &REPAIR............................................................................... 93Developing an implementation plan......................................................................... 94Getting the Initial Data Into the System ................................................................... 94Entering service tables.............................................................................................. 95

SYSTEM IMPLEMENTATION CHECKLIST ......................................................................... 96

OPERATIONAL

RESPONSIBILITIES

CHECKLIST

.............................................................. 101IMPLEMENTING PARTS ................................................................................................. 104Reviewing implementation considerations ............................................................. 104Creating and maintaining the price book ............................................................... 104Committing to maintaining inventory counts.......................................................... 105

OUTLINE FOR IMPLEMENTING PURSUIT ........................................................ 107

BASIC IMPLEMENTATION ............................................................................................. 107ADVANCED IMPLEMENTATION..................................................................................... 107

OUTLINE FOR IMPLEMENTING QUOTES ......................................................... 109

BASIC IMPLEMENTATION ............................................................................................. 109

ADVANCED IMPLEMENTATION..................................................................................... 109

OUTLINE FOR IMPLEMENTING SERVICE ........................................................ 111

BASIC IMPLEMENTATION ............................................................................................. 111ADVANCED IMPLEMENTATION..................................................................................... 111

OUTLINE FOR IMPLEMENTING PARTS............................................................. 114

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Introduction

Understanding the layout of this guide

This guide is designed to help you with the implementation

of Tigerpaw CRM+. It is recommended that you read thisentire document before you begin implementation.

Learning what to do first

1. View a pre-recorded overview of Tigerpaw CRM+ orregister for a live demonstration atwww.tigerpawsoftware.com

2. View the training videos located in the Video Library atwww.tigerpawsoftware.com.

3. Take the Basic Implementation Walk-Through in thisguide using the sample database that is installed in thesample folder in the Tigerpaw CRM+ folder.

4. Develop an implementation plan.

5. Activate the Pursuit Module first and have everyoneenter notes in the Journal and schedule follow up withinthe calendar.

6. Activate the Service Module. Do not enter items in theprice book yet. Open Service Orders and scheduletechnicians. Enter description of problem and workperformed only.

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7. If you are going to interface to your accountingsoftware, enter the information required under Tools |Options | Accounting Interface including GL codes.You will need these GL codes when you create pricebook items.

8. Build the Price Book. Then you can purchase inventoryand invoice for parts and labor used on service orders.

9. Activate the Quotes module and begin preparingQuotes and convert them to Work Orders or ServiceOrders.

10.Do a physical count of inventory and enter the counts inthe form of a new purchase order. Receive and post theitems on the purchase order.



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Before You Implement

Learning to use the systemTigerpaw CRM+ has many self-help methods to assist in your

understanding of the system. A provided sample database is your bestplace to start. The sample database can be found in the TigerpawSample directory. Remember you will need to attach to this SQLdatabase using the Database Utility located under the Start menu >Utilities before you can log into it.

There are many audio-videos at the Tigerpaw Web site to show youhow the functions are performed. A sound card and speakers arerequired to take advantage of this easy to use and extremely powerfultraining aid.

Finally, there are on-line interactive training sessions via Webex to helpyou get started. These informative classes have been developed basedon your job definition. There are classes for the owner, for the servicemanager and for the system administrator. All are available forregistration at the Tigerpaw Software Web site.

The most important fact you should knowBefore you begin clicking buttons, please read as much about thesystem as you can. Review as many videos as you can. We know thereis a tendency to just start clicking away, but just remember that thesystem performs functions in specific ways according to Microsoftoperational specifications and unless you learn how to use the system,do not expect the buttons to do what you want them to do; they do whatthey were designed to do and each task you need to perform has beenoptimized so you use the least amount of keystrokes to perform the

function. Spend some time learning how to use the system and you willbe achieving the benefits you desired in less time with definitely lessfrustration. We believe the system can do what you need it to do; you

just need to learn how to use its new technology.

Training every user on the basicsEvery user of the system should take the new user course via Webex.Failure to take this training will result in confusion and inefficiency ingaining the benefits of using the software.

Training tailored to your job

responsibilitiesPlease, please, please schedule your staff for the extensive on-linetraining classes. These classes help each user understand specific jobrelated functions. Also, a complete video library is available to enhancethe learning experience.

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Develop an implementation planAfter you have learned how to use the system and understand the basicconcepts, you are ready for implementation. Implementation consists ofthe following:

Identifying the data that will be imported into your new

system. Identifying who will be responsible for specific functions

and tasks.

Establishing priorities and time frames for theimplementation of specific functions and features.

Developing procedures for specific functions. Theseprocedures can be entered into the Knowledge Base foraccess by all personnel. They should include:

Adding a new account/contact

Scheduling and processing follow-up

Creating a service order

Invoicing for service work and new sales

Purchasing and receiving inventory

Processing returns, exchanges and RMA's

Selecting a name for your new database.

Initializing the new database.

Setting up Options to tailor the system specifically foryour company.

Setting up all the code tables for use throughout the

system. Entering in the Reps who will be using the system.

Importing data from existing Tigerpaw software systemsor importing data from ASCII quote/comma delimitedfiles you have extracted from other systems.

Backing up your database before using it in an operationalenvironment.

Running parallel using the Procedures you previouslyestablished.

Final acceptance that the functions you want to implementare working as required.

Understand how inventory is managedInventory items are items in the price book that are of a type called"Material". Once an item is a material item in the price book, it can be

purchased, received into inventory, transferred between inventorylocations, sold to a customer, relieved from inventory, and tracked inservice (if you are using serial numbers).



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Maintaining the Price BookEvery item you want to show on a quote, work order, service order,invoice, or purchase order must have an entry in the price book. Theexception is a non-stock item you want to show on a quote, yet notmaintain in the price book. A price book item is unique based on theItem ID, which is a required field. Other required fields include a

description and a type. Different types of items are maintained in theprice book. These include "Material" items, which are consideredinventory items; "Labor" items, which are labor rates; "FinishedGoods", which are manufactured (comprised of multiple other items inthe price book); Special Items, which do not affect inventory countsor valuation; and "Assemblies", which are kits.

Figure 1 - The Price Book view displays the detail information for an inventory

item or labor rate.

To update the pricing on a price book item, click the Edit SelectedPrice Level tool button under the Pricing tab for a displayed price bookitem. You can also double click on a specific pricing level.

Define price book levels for

special pricing such as

dealers, government,

education, and repeat

customers. Use a level for

new installation charges and

another level for additional

purchases.

Unlimited pricing levels are available for each line item. Price Levels are establisin the Master Tables. Defaults are set under Tools | Options | Inventory.While on the Price Book Item view window, click the Vendor tab, then double-clin the Vendor area and select each vendor you want to order the item from and enthe vendor item number to use on the order. After selecting the vendor(s), right-con a selected vendor and mark this vendor as the Primary Vendor for automaticreordering.On the main Price Book Item view window, you can designate if this item is to betracked by serial number. Once you specify the item uses serial numbers, you muenter serial numbers to add this item to inventory, to transfer it from one location another or to use it to fill a sales work order or service order. If you specify the iteis serialized; you must have unique serial numbers equivalent to the total on hand

quantity.

Working with serial numbersSerial numbers are assigned to a material price book item if the itemhas been identified as using serial numbers (Item is serialized check

box on the Price Book Item view). You can also maintain serialnumbers under the Menu bar item Inventory | Maintain Serial Numbers.If serial number tracking is implemented, a log is maintained for everytransaction involving a serialized item. Log entries show:



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The purchase order a serialized item was received on.

The transfers between inventory locations.

The Work Order it was assigned to fill.

The Invoice used to bill the customer for the item.

When the item was removed from your inventory andtransferred to customer inventory detail.

When it was exchanged for another item.

When it was on RMA to the vendor for repair.

You can use an asterisk (*) to view a list of all serial numbers on file,or enter a portion of the serial number for a partial search.

Viewing the Serial Number LogTo view the Serial Number Log, click the menu item Inventory |Maintain Serial Numbers, select a desired serialized item by

highlighting that item and then click the View Log Detail toolbutton. This log shows every transaction logged for this specific serialnumber. The log shows:

When an item was posted to customer inventory

When an item was manually added to customer inventory

When an item was purchased, transferred or exchanged

Every time an item was serviced, put on a maintenancecontract or RMA back to vendor

Double clicking on an item in the log will display the Item Detail.

Figure 2 - The Serial Number Log shows every transaction for a serialized

item.



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Building assembliesAssemblies are groupings of price book items. Assemblies can be"Open" or "Closed". An Open Assembly is a list of materials fromwhich specific line items with quantities can be selected. A ClosedAssembly is a configuration, which cannot be altered as to the items inthe assembly or the pre-defined quantities of each item in the assembly.

While viewing an assembly in the Price Book Item view, click theAssembly Detail tab to view and edit the assembly detail. Buttons areavailable on the left side of the window to help you build the Bill ofMaterials. You can select a price book item and have it appended to thelist or inserted into the list. You can edit a selected item. You can alsoarrange the items in any order you desire using the Move item arrows.

Figure 3 - A price book item that is an Open Assembly will have a bill of

materials.

Creating Finished Goods

A Finished Good is the result of filling a specific manufacturing bill ofmaterials. If an item is a "Finished Good", it will consist of specific lineitems and quantities that, when used, create this finished good.

If the selected Price Book item is a finished good, the Assembly Detailtab will change to Finished Good Components, but still perform thesame as the Assembly Detail tab with the addition of additionalinformation on the lower right indicating how many finished productyou can create from the bill of material..



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Figure 4 - A Finished Good is a manufactured item from other line items in the

price book.

Once the Finished Good item is defined, use the Inventory | BuildFinished Good menu item to create the finished good from availableinventory components. Creating the finished good will removeinventory quantities from the parts used to build it, and create inventoryquantity for the finished product.

Figure 5 - Build manufactured finished goods from available inventory items.

Maintaining inventory locationsLocations are user-defined and designate wherever you want tomaintain inventory items. Locations are maintained under Edit | MasterTables | Inventory | Inventory Locations. The types of locations aremaintained under Edit | Master Tables | Inventory | Location Types.Location types can be warehouses, staging areas, temporary holdingareas, tech trucks, areas of the office, and loaner locations.To move inventory from one location to another, use the Transferfunction. The Transfer function creates a transfer record for each"To/From" transfer you want to maintain. You can print the Transfer



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List for all items going from the warehouse to a techs truck. If serialnumbers are used, they will be required before the transfer can befilled. Use the transfer function if you want to know exactly where eachinventory item is located. You can view the inventory at a specificlocation using the Inventory | Location Inquiry menu item.

Figure 6 - Inventory locations are maintained from the Inventory menu item

under Physical Inventory.

Taking a physical inventoryA physical inventory consists of preparing a temporary work file withthe current counts and serial numbers for the items you want to count.These functions are available from the Physical Inventory Menu bar

selection on all views.

Figure 7 - Perform physical inventory counting and resolve discrepancies after

you have prepared the count worksheets.

You can inventory all locations or just a specific location. You canalso select just items for a specific vendor or category. You can printthe worksheets and use them to enter the quantities you count at eachlocation. From the worksheets, enter into the system the counts andthen resolve any differences using the Post Counts function. Inventory



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adjustments will be made accordingly and records required for theGeneral Ledger will be created, if applicable.The first step is to create a temporary physical inventory count fileunder Inventory | Physical Inventory | Prepare Count File. This filereflects the actual inventory on hand at the moment you create the file.

Click the Prepare Count File tool button after selecting the criteria

for the physical inventory.

Figure 8 - The first step in taking a physical inventory is to create the count

file.

The second step is to print the Count worksheets and then take thephysical inventory by walking through your inventory and writingdown the counts.

Next, enter the counts using the Inventory | Physical Inventory | EnterCounts menu item.

Figure 9 - Enter physical counts from inventory. Use the Auto-Count feature to

auto-enter the same counts as were printed on the worksheets and then note

any variances.



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Next, post the counts using the Post Variances tool button toupdate the database and print the Variance Report and ValuationReport.The physical inventory process posts variances, not actual counts, soyou dont have to suspend business operations during the inventory.

Understanding purchasing and receivingThe purchasing function is available from the Purchase Order List viewin Parts or by clicking on the New tool button (the first button on thetool bar). By using the Purchase Order List view, you can filter outselected Purchase Orders and then double-click on the one you want toview in the Purchase Order View. For example, you may want to view

purchase orders in open status for a specific inventory item.A new purchase order requires a brief description and the vendor ID(selected from the vendor table list drop-down). Add items to the

purchase order from the price book or enter non-stock items. Print thepurchase order to give to your vendor. To receive items, click theReceipts tab; then double-click on the line items you want to receive

and enter the receipt information. You can partially receive items andpost them immediately into inventory. Posting clears the receiptstransaction for the number you have received and adds the quantityreceived to the location you have specified. If the item receivedrequires serial numbers, you must enter serial numbers (or a range ofserial numbers) before you can post them into your inventory.A purchase order is closed when all items ordered have been receivedor cancelled. Once a purchase order is closed, it can be flagged to go ina batch to your accounts payable software.

Figure 10 - Use the Purchase Order view to create new purchase orders andreceive items.

The detail record for each item on a purchase order providesinformation you will need to manage the ordering and receipt of theitem.



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Figure 11 - You can manage the detail for every line item on a purchase order.

When the items are to be received, enter the receipt information underthe Receipts tab of the Purchase Order view. You can receive all items

as ordered or partial receive items. You can also enter serial numbersfor items received if applicable.

After the items have been received, use the Post tool button onthe Receipts tab to post the items into inventory. Posting finalizes thereceiving process and updates the counts and accounting informationfor received items.

Using the inventory clean-up utilityThe inventory clean-up utility corrects inventory count problems thatmay cause invalid operations when using the system. Before using thisutility, you should make at least one backup copy of your database.

ICLEAN performs the following:

Fix Item Type:Sets any type N to SMakes sure order detail type match the type of the PriceBook record

Put Quote Number in Invoice header records that have aWork Order No. but no Quote Number. Primarily fixedold TIMES data.

Formats all quantity fields in SO, Quote and Invoicedetail and assembly detail records to 2 decimal places.

Puts Invoice number in parts used & parts used assembly

records of all SOs that were invoiced in full and removesthe numbers from SOs that were not invoiced in full.

Unfills detail of Void orders

Sets Posting status of orders

Quotes Checks if quote was invoiced and if so, if theinvoice was posted, the Posted date in the quote is set tothe status date in the invoice.



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Service orders Sets the Posted Flag in SO Master tofalse. This is no longer used now that we allow multipleinvoicing.

Sets Quantity Filled and Posted in orders.

Sets Invoice detail and assembly detail quantity filled and

Quantity Posted to Quantity if the invoice is posted. Sets Quantity posted to Quantity Filled on quote detail &

assembly detail items if there is a Posted Date in the quoteheader.

Sets Quantity posted to Quantity Filled on SO detail &assembly detail items if the SO was invoiced in full andthe Invoice is posted.

Sets Quantity posted on SO detail & assembly detailitems of SOs that are partially invoiced by making arecordset of invoice detail items that are posted forservice orders. The recordset is grouped by SourceSequence (Itembilled ID or Sequence from P&L & P&L

assembly records) and Summed by quantity posted. Therecord set is then traversed and the quantity posed in thecorresponding parts used & assembly records are updatedto the quantity posted in invoice detail records.

Sets Debit Memo detail and assembly detail quantityposted to quantity filled if the Debit Memo is posted.

Sets Quantity Filled to Quantity in order detail recordswhere the Quantity Filled is > Quantity.

Sets quantity filled in order detail to the integer value ofquantity filled for material and finished good items thatwere fractionally filled.

Un-fills any orders that do not have a staging location.

Tries to find a location in the invoice header record (ifinvoiced) and if found, puts the invoice location in theorder header.

If no location can be found for the order, all items areunfilled and serial numbers for the order are released.

Un-fills Quotes, Service Orders, Debit Memo detailwhere no item can be found in the price book.

Deletes RMA records that have no Item Serviced recordattached.

Deletes Price Book Assembly detail records where thereis no assembly header record in the Price Book

Makes sure the status in an exchange record is Posted ifthe invoice for the service order that the exchange was onis posted.

Sets Assembly field in tblInvoiceAssembly totblPartsUsed values for service orders since they did notload this field in the past and Quotes did.



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Serial Number cleanup:

Sets numeric fields to zero if null if the field shoulddefault to zero.

Deletes all non-sold serial numbers that do not havean Item in the price book.

Deletes all non-sold serial numbers whose Price bookitem is not marked serialized.

Sets Invoice detail & assembly detail records UseSerials flag to false for all items whose Price bookitem is not marked serialized.

Sets all Null Account Numbers to Zero.

Release all reserved serial numbers that point to orderdetail items whose quantity filled is zero.

Makes sure all Available, Reserved andInvoiced serial numbers have a location.

If a serial number has no location:Set Reserved and Invoiced serial numberlocations to the staging location in the order to whichthey are assigned.

Set any non-sold serial numbers left to the defaultwarehouse location.

Recalculate Locator reserved quantities for all itemsbased on the quantity filled in order detail records.

Set the reserved quantity to zero for all items in thelocator.

Total all filled not posted order items by location/ItemIDand update the locator quantity reserved.

Test Locator Quantity Reserved vs. Quantity.

If the newly calculated quantity reserved is > the quantityon-hand writes log records.

Test Serial Number quantities against the locator.

Make sure there is a locator record for all on hand serialnumbers. If not, write a log record.

Check to see if the quantity of on-hand serial numbersmatches the on-hand counts in the locator. If not, write alog record.

Check to see if the quantity of reserved serial numbersmatches the reserved counts in the locator. If not, write alog record.

At this point the locator is as good as we can get it. Sincewe have not changed any on-hand quantities in thelocator, any exceptions above will not effect inventoryvaluations. We now update price book and costinginformation for the counts we have.



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Update Locator Quantity on order by adding PO quantityordered and subtracting posted receipts.

Update Locator Quantity needed to fill orders by totalingunfilled quantities on unvoided orders.

Update Price Book from Locator totals.

Update FiFO/Lifo if using either method.

Check that pools exist:

If not, create 1 pool for each item that has quantity.

Use current date as receipt date, quantity on hand as poolquantity, and either average or base cost as the pool unitcost.

Note: the user has to input which cost to use in thissituation.

Zero out Price Book Total and Average Cost.

Delete pools that have no Price book item or the Price

Book has a quantity of zero.

Delete pools with negative cost or zero or negativequantity.

Process pools:

Compare total quantities in all pools for an item andcompare to the on hand quantity in the price book.

If quantities match, then no change is necessary.

If pool or quantities dont match then adjust pools untilthey do.

If we need to reduce quantity -

Make a recordset of all pools for an item and sortby receipt date (ascending if FIFO anddescending if LIFO)

If pool total greater than Price book quantity thenreduce the quantity in the pool to match PriceBook. If pool quantity goes to zero remove the

pool. If pool quantity would go negative thenremove the pool and check the next pool untilnecessary adjustments are made.

If we need to increase quantity

Add to the first pool in the recordset .

If there are no pools, create one using, Latest,Average or Base cost, whichever it finds first inthe order listed.

Total all pools by item and put total in Total cost and thenrefigure average cost for each item.

If not using FIFO or LIFO clear fifo/lifo tables andrecalculate total cost.



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If quantity on hand = 0, zero out total and average cost

If quantity on hand > 0:

If costing method is Average, use average cost inPrice Book to figure new total cost.

If no average cost is found use latest and thenbase.

If not Average, use base cost to figure new totalcost and then refigure new average cost.

If there are any logs written, the user will be notified on the window atthe completion of ICLEAN. They will be told of the errors and advisedthat they must fix everything reported and rerun ICLEAN. ICLEAN isnot considered successful until it runs without producing a log.After selecting the clean-up utility, you will then need to identify thedatabase that needs to be verified. The database must be on anaccessible drive and have no users actively logged in.

Next, you are informed that a copy of this database should be madesince this utility alters the database structure and could encounter

unrecoverable errors. Proceed if you have a backup copy of thedatabase.You will be notified once the inventory clean-up utility hassuccessfully completed.

Import dataAn Import Wizard is provided to help you easily import informationinto Tigerpaw CRM+. Import formats can be retained for future use. Itis suggested that you perform first-time imports using a copy of yourlive database or a sample database to validate that the import is

performing to your specifications. Oftentimes, fields may bemisaligned and need to be redefined for a final valid import.

Using the Import WizardKey to the success of using a new database system is the ability toeasily get existing data into the database. Of course, you can alwaysmanually enter data, but this is quite time consuming and prone toerrors and often times is simply not a practical solution. If you alreadyhave data in some electronic format, you can import the data usingTigerpaw CRM+ powerful Import Wizard.

Using the Import Wizard, you can import data from a variety ofstandard format ASCII files and previous DOS versions of TigerpawSoftware.

If you are starting with a new database and have not already created

one, create a new database (see Creating a database).NOTE: Before attempting any import,back up your database file! Ifthe import fails, you will need to restore your original database beforeattempting the import a second time. Also, review the import procedure

before actually performing an import and make sure you have set up afew necessary tables in your live database (like a default tax code)

before proceeding with the import. If you forget, you can always updatethese tables during the import.



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Importing ASCII text filesUse the Import Wizard to import a variety of standard ASCII text files.The ASCII files may be tab, comma/quote, or carriage return/line feeddelimited files. You can import accounts with contacts all at once orimport contacts separately.

Saving import specificationsAfter you have finished importing a file, you can specify a uniqueimport name to use to save your import specifications. This uniquefeature helps you with repetitive similar types of import so you do nothave to redefine the number of fields coming in on a line and whereeach field is to be placed in the database.

Importing price booksIf you plan on importing prices lists from your major vendors on aregular basis, save the import format and when importing the newrecords, you can specify that any Item Id in the import file is to beupdated with the selected fields you desire. In this manner, you canimport new descriptions and pricing information for existing items inyour price book.

Viewing the import error logAs the Import Wizard imports your data, it creates an error logcontaining information on any records that were rejected during theimport. Fields may be rejected because they do not have a requiredfield, are a duplicate, or are contact or note records that did not matchto an account record. The name of the error log file is displayed on theimport status window as the records are being imported. When theimport is complete, you can print this log to see which records were notadded to your database and whey they were rejected.

Verifying your imported dataWhen the import is complete, you should run the system and open thedatabase into which you imported the data and verify that the data wasimported correctly. It is not uncommon to make a mistake in definingthe imported fields only to find that your data has been put in the wrong

place.If the data is not where you expected it to be, you need to restore your

backup copy of your database and perform the import again, payingclose attention to the answers you provide the wizard. If all importeddata is located in the fields you expected it to be, you are ready to startusing your imported data. After you have worked with the system and

the imported database for a while and are satisfied that your data isintact and in the correct places, you can delete the ASCII text files.

Converting f rom Tigerpaw SoftwareproductsConversion instructions and routines are provided from the TigerpawCRM+ Start menu. Select the appropriate Word document based on thecurrent software you are converting from into Tigerpaw CRM+ version10 and follow the conversion instructions.



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Develop company proceduresSuccessful implementation of the system is dependent on many factors;your willingness to spend the time to learn and train your personnel onnew procedures, your willingness to devote the necessary resources(people, time, and money) to make it happen, an understanding of theareas you need to improve and the ability to prioritize your expectations

and your willingness to appoint a system administrator with full timeresponsibilities to make it happen.

Committing to system managementYou need to identify who will be overall responsible for the day-to-dayoperations of the system. This person will:

Maintain system security.

Maintain master tables.

Maintain the reports library and develop new reports asrequired.

Ensure departmental procedures are followed in regardsto the use of the system.

Maintain the accuracy of the price book and inventoryitems that means retaining a thorough understanding ofthe items you sell and service.

Perform daily backups and maintenance of the database.

Develop and implement a Recovery plan in the event, youlose your database or entire network system.

Putting your procedures on-lineOne of the functions of the system is to provide a Knowledge Basewhere you can record and manage a library of information (very similarto Books in a library where each book contains chapters and eachchapter contains text). Use the Knowledge Base, which is availablefrom every view to record your office procedures, the more written

procedures the better. It will be much easier for all personnel toperform their job if they know how you want it performed. It willcertainly be much easier to train new personnel if you have specificallywritten down how each procedure is to be followed.Make sure that after you have identified specific individuals and giventhem the responsibility and authority to get the job done. That you have

periodic (at least weekly) meetings to review what has beenaccomplished, what needs to be done in the next period and anyobstacles to implementation.

Recording audio/video proceduresIf you really want to fully automate your company, you can usecommercially available products like Camtasia to record on-window anaudio/video session, generally an AVI or Flash file, showing how to

perform a series of steps. You should create an account for yourcompany and then link the videos to your company account under theDocuments tool button for access by anyone that wants to see how youdo a procedure. In this manner, you have committed in writing and



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video on how you want them to perform their job. Your challenge is torecord just one time how to do each task or function and from then on

benefit from everyone knowing how to do it.

Selecting a system administratorYou must select an individual to coordinate your overallimplementation effort. This person will be the system administrator and

be responsible for all phases of implementation. Please realize thatimplementation is an on-going process. Phase 1 may be to implementcustomer service tracking. Phase 2 may be sales and marketing. Phase 3may be purchasing and inventory control. You can expect extremelylong and confusing implementation cycles if you do not have aresponsible system administrator with adequate responsibility andaccountability.

Selecting a sales coordinatorYou need to identify in writing the procedures used by Sales to performa quote for the customer and how to process an order. These procedures

include how and when sales reps follow-up and how accounts andcontacts are to be coded.

Selecting a marketing coordinatorYou need to identify in writing how you perform marketing functionsincluding group telemarketing, group mailings, group faxes, and groupemailing. These procedures include how accounts and prospects aregrouped, profiled and maintained. Identify when you performmarketing, which materials are used and who will perform the group

processes.

Selecting a customer service coordinatorYou need to identify in writing how you take a service call, what yourecord in the system, how you assign a service problem to a technician,how the technician manages the service orders, how a service order iscleared, processed and invoiced. Also needed is how an RMA is

processed and how exchanges are process through your vendor onceyou give your customer a replacement component.

Selecting an accounting coordinatorYou need to identify in writing how invoices are to be prepared, printedand posted. Also needed is how the invoice register is used to updateyour accounts receivable system.

Selecting a purchasing coordinatorYou need to identify in writing the individual that can purchase, how a

purchase order is created and processed, how you handle receipts andwhen they are posted to your inventory. Also needed is a plan fortaking a physical inventory including how discrepancies will bemanaged, how frequently you will take an inventory and howminimum/maximum and re-order quantities are maintained for eachinventory item.



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Operational responsibilities checklistYou need to specifically identify who is responsible for each functionand task, the frequency of performing the function and theaccountabilities. The person responsible is not necessarily who will

perform the task. The following responsibilities need to be assigned andmonitored:

Overall system management system administratorresponsible for:

1. Making sure everyone has had training includingreading the navigation section of the manual andtaking the Guided Tours for each module.

2. Establishing schedules for building the databaseincluding code tables, reps, security groups, systemoptions.

3. Establishing procedures for how the system will beused by all departments.

Who is this person:_________________________________

Sales & Marketing coordinator responsible for:

1. Establishing how follow-up is to be managed andperformed.

2. Ensuring that sales reps follow-up scheduled tasksand enter every contact with the prospect or customerincluding notes.

3. Monitoring open quotes to see why they are not beingsold or voided.

4. Establishing sales codes and marketing campaigns;

using the account groupings, profiles, and SICcategorization to better market to prospects.

5. Perform group mailings, faxes and emails formarketing campaigns.

Who is this person:__________________________________

Customer Service coordinator responsible for:

Establishing how and when a service order is entered.

Establishing how and when service orders are reviewedusing the Service Order List view and who will

process service orders that are in RMA status, ready

for invoicing or other user defined statuses.

Defining service order code tables.

Who is this person:__________________________________



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Post-implementation considerationsAfter implementation, you need to continually audit the system toensure your procedures are being followed. Specific reviews should bemade to:

Ensure all quotes are followed up in a timely manner.

Sales forecasts are correct.

Work orders are processed in a timely manner.

Invoices are timely posted and are correct.

Service Orders are not left open and not completed.

Purchase orders are being processed on time.

Protecting from virusesComputer viruses continue to appear at an alarming rate. The damagecaused by viruss ranges from minimal to catastrophic. Its unfortunate,

but you need to be concerned with viruses and take the proper

precautions to avoid them.At a minimum, you should:

Use current virus protection software. Make sure tocontact your virus protection software manufacturerfrequently to obtain updates that detect the most currentviruses.

Do not allow anything to be loaded on anyones computerunless it has first been virus checked on a clean computer.

Virus check all files before you send or give them tosomeone else.

Periodically, on both a routine and a random basis, virus

check all of your hard drives.

Consider using virus protection software that runs in thebackground and checks for viruses at run-time. In general,the performance degradation is minimal.

Securing informationSecuring information means protecting data from unauthorized use.The intent behind a commonly used database is two-fold:

To eliminate redundant data input.

To provide immediate access to the most current information assoon as it becomes available, to everybody who needs it.

In many organizations there are legitimate security concerns thatrequire some restrictions on access to the data or to certain programfunctions, such as deleting an account. Tigerpaw addresses many ofthese concerns by requiring that all users (reps) have a password and

belong to a Security role. Passwords are required for every rep, even ifsecurity is turned off, but reps are only asked to provide their

passwords when security is enabled. Reps inherit the rights assigned tothe security role they belong to. In addition to the security features, you



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should be aware of the security functions inherent in the operatingsystem you use.Most importantly, recognize the important security issues and the needto protect against your database being copied (stolen) from your harddrive.

Before you installTigerpaw CRM+ uses Microsoft SQL Server 2000 as its database

provider. You can use Microsoft SQL Server, or you may use theMSDE (Microsoft Desktop Engine), Microsofts free version of SQLServer 2000. Note that the performance of the MSDE version varies

based on network configurations and the number of concurrent activeusers; if you experience slower performance under load conditions, youmight consider upgrading to a licensed Microsoft SQL Server 2000

product. If you choose to use the MSDE, you will find the MSDEinstallation program and instructions on the Tigerpaw CRM+installation CD.Creating a Tigerpaw database involves copying a template file to theSQL Servers machine and then attaching it to the SQL Server itself. If

you have Microsoft SQL Server 2000, you can do this manually usingthe Enterprise Manager. If you have the MSDE (or if you have SQLServer 2000 but want an easier way to create a database), you can dothis by following the steps outlined in the next section: Before youinstall Microsoft SQL Server 2000 or the MSDE, you need to consider:

a. Which machine is Microsoft SQL Server 2000 going tobe installed on?

b. Does your proposed server meet the requirements ofMicrosoft SQL Server? See System Requirements in theGetting Help first chapter.

c. Will you be purchasing Microsoft SQL Server 2000 or beusing the free MSDE?

After youve answered these questions, proceed to the next section forinformation on installing the CRM+ Enterprise.

Using Adobe Acrobat ReaderA number of useful documents have been installed with TigerpawCRM+. These documents are in Adobe Acrobat format. You mayalready have the Adobe Acrobat reader installed on your computer. Ifnot, you can install it from the Tigerpaw installation CD. To do so, runthe Adobe Acrobat Reader installation file. This file is calledar500enu.exe and is located in the \Adobe Acrobat Reader folder of theTigerpaw Installation CD. You can also install these files from theInstallation start CD menu.

Installing the Microsoft Desktop EngineThe Tigerpaw CRM+ Enterprise edition utilizes a Microsoft SQLServer 2000 database. If you dont have Microsoft SQL Server 2000,you can install in the Microsoft Desktop Engine (MSDE), which is alimited version of Microsoft SQL Server 2000.To install the MSDE, follow these steps:1. From the machine on which you want to install the MSDE (werecommend installing on a server, not on a workstation), open the



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folder \Microsoft Desktop Engine on the Tigerpaw installation CD.You can also select Install Microsoft MSDE from the Installation CDstart menu.2. Double-click the file InstallMSDE.exe.Do not run the setup.exe

file found in that folder.The batch file executes the setup.exe but itsupplies crucial command-line command to set up a user named sa

with a password of tigerpaw.Once the MSDE installation is complete, you can create a new databaseor attach an existing database on the server. For information on creatingand attaching databases to an MSDE or to Microsoft SQL Server 2000,consult the Tigerpaw Users Guide.

Using the Windows Installer PackageThe main Tigerpaw installation file is an .exe format that is essentiallya wrapper around a Windows Install file (.msi). Some networkadministrators can make use of automated deployment tools when theoriginal .msi file is available. For this reason, we have included theinstallation .msi file on the Tigerpaw installation CD. You will find it

in the \Windows Installer Package folder. You do not need to install the.msi file if youve already run the BSESetup.exe installation on yourcomputer; this file is provided as a convenience for systemadministrators.

Installing Tigerpaw CRM+ ClientTo install Tigerpaw CRM+, insert the CD in your CD-ROM drive. TheCD contains a self-start feature and will display a menu from whichyou will select the appropriate installation. Click Install CRM+ to startthe installation. If you are installing from a different drive such as ahard drive, select Run from the Windows Start menu and chooseSETUP from the appropriate drive to begin installation.

Figure 12 - The installation CD has an auto-run feature that displays a menu of

installation options.



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Click the Install CRM+ button and the Installation Setup Wizardbegins. Follow the instructions in the Installation Setup Wizard.Note: The Setup Wizard will install a number of support documents in

Adobe Acrobat (.pdf) format. If you dont have Acrobat installed on

your machine, you can install it by running the Acrobat Installer found

on the Tigerpaw CRM+ installation CD.

Starting CRM+ for the first timeTo start Tigerpaw CRM+, open the Windows Start menu, and thenselect Program Files > Tigerpaw Software > Tigerpaw CRM+.

Removing Tigerpaw CRM+ from your systemTo remove the Tigerpaw CRM+ from your computer, follow thesesteps:1. Open the Start menu, choose Settings, and the click Control Panel.2. Choose Add/Remove Programs from the Control Panel.3. Locate and select the Tigerpaw CRM+ in the list of installed

programs.

4. Click the Add/Remove button that appears and follow theinstructions.

Creating a new Tigerpaw SQL Server 2000 databaseTo create a new Tigerpaw Enterprise database you use the DatabaseUtility installed with the CRM+. Follow these steps to use the utility tocreate a new database:

1. Open the Start menu, then choose Programs > TigerpawSoftware > Tigerpaw CRM+ > Utilities > Tigerpaw DatabaseUtility to start the utility.

2. Choose your authentication mode. If SQL Server 2000 or

the MSDE is installed on a Windows 9.x machine, chooseSQL Authentication. Otherwise, choose NT Authentication.Click Next to continue.

3. On the Define Connection page, choose the SQL Server onwhich you want to create the new database.

4. Click Finish to attach to the SQL Server.Once connected to the SQL Server, the Tigerpaw DatabaseUtility appears. Under the Location of New Database field,click on the build button to select a location to save yourdatabase. If you would like to change the default databasename from Tigerpaw to some other value, enter the desiredname in the text box.

Click Create Database to create the new database.Close the utility after receiving verification that the databasewas created.

Using the Migration Wizard

Purpose of the Migration WizardThe Migration Wizard is used to assist you in migrating from a

previous version of Tigerpaw software to the current CRM+ version.



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This wizard only works in the migration of a Version 9 Enterprisedatabase to CRM+.

Running the latest version beforemigrating

Make sure your current version of Tigerpaw Software EnterpriseEdition has the latest service pack installed. You can verify yourversion of Tigerpaw Software Enterprise Edition by logging into yourTigerpaw database, and clicking the Help About menu. Youll seethe version number displayed in the lower right hand corner of theAbout box. To ensure you are running the latest service pack, you canvisit our website at http://www.tigerpawsoftware.com/downloadsandclick the link for Suite 9 Enterprise. Find the download for the latestservice pack and check the version number information. If the versionnumber displayed in the softwares About box is lower than the versioninformation displayed in the service pack description information, thenyou will need to download and apply the latest service pack beforerunning the migration wizard.

Figure 13 - Make sure you are running the latest version of Business Suite 9

Enterprise.

Running the v10 Migration WizardMake sure you backup up your database before performing this

procedure.To start the Tigerpaw Software v10 Data Migration Wizard, doubleclick on the Migration Wizard icon located in the Tigerpaw CRM+Start menu folder. When you first start the migration wizard, the firstscreen of the wizard tells you again that you must be running the latestservice pack of Tigerpaw Software Business Suite Enterprise. If youare running the latest service pack for Tigerpaw Software v9 Enterprisethen you can click Next to continue. Clicking Cancel at any time duringthe migration will allow you to exit the migration wizard.



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Figure 14 - Read all wizard screens carefully.

Selecting the database you want to migrateSelect the server and Tigerpaw Software v9 Enterprise database that

you will be migrating to the new Tigerpaw Software v10 data structure.First select the server that contains your v9 database from the drop-down list. If your server is not listed then see the next section, Addingan unlisted SQL server. Once you have selected your server thenselect the v9 database you wish to migrate. Finally, choose yourconnection method. Once this is done, click Next to continue.

Figure 15 - Select the appropriate server, database, and connection method.

Adding an unlis ted SQL serverNote: If your SQL server was listed in the drop-down combo box, thenyou can skip this information.Under certain circumstances you may find that your SQL server is notshown in the SQL server list. If this is the case, then you can add yourserver by clicking the button with the three dots in it located just to theright of the server list box. When you do this, you will be given theopportunity to enter the name or IP address of the SQL Server you wantto add to the list. If the SQL server can be found and a connection can

be established, then that server will be added to the list of availableSQL servers and you can continue on with selecting your v9 databaseand connection method. If the SQL server can not be found or a



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connection can not be established you will be notified of this and youmust verify that the SQL server exists, is running properly, and that youhave the appropriate permissions to access the server.

Figure 16 - You can add your SQL server if it isn't in the list.

Naming your new Tigerpaw v10 CRM+migrated database

Now you need to enter the name you want for your Tigerpaw v10. Thiswill be the name of the database where all your Tigerpaw v9 data will

be migrated. This must be a new, unique database name for the serveron which you are migrating. Once you have entered a new databasename, click Next to continue.

Figure 17 - The new database name must be unique.

Starting the data migrationAll of the information necessary to perform the data migration has beengathered. Read the information on this page, and verify that it iscorrect. If all the data is correct then you are ready to perform the datamigration. Be aware that this process can take anywhere from 5minutes to over an hour depending on the size of your database and the

processing power of your SQL server. Clicking Finish will startupdating the database structure and transforming the data for use byTigerpaw Software v10.



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If you click Cancel at any time before you click the Finish button, youwill be given the opportunity to exit the migration wizard without anychanges being made to the database.If you click Cancel after you click Finish, the changes made to the newdatabase are NOT rolled back and the database will be left unusable byany version of Tigerpaw Software. However, your original database is

not changed in any way and is still accessible using Tigerpaw SoftwareBusiness Suite 9 Enterprise.

Figure 18 - Review this information before you click finish.

Migrating your data into a the newstructureOnce the data migration begins a status window will appear and

provide information about the progress of the data migration. To helpinsure a successful data migration, it is important that this processcontinue without interruption. If you click Cancel at any time duringthe data migration, the new database that gets created will be unusable

by any version of Tigerpaw Software. Again, your original database isnot changed in any way and is still accessible using Tigerpaw SoftwareBusiness Suite 9 Enterprise.

Figure 19 - A status window will keep you informed of the migration progress.



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Completing the migrationWhen the data migration is complete you will be notified on the finalscreen if the data migration was a success or a failure. With asuccessful data migration, you will be given the physical locationwhere the new Tigerpaw Software database files reside on the server.The new database is now ready and can be accessed using the Tigerpaw

v10 CRM+ software. Click Close to exit the migration wizardapplication.

Figure 20 - Take note of the physical location of your new database files.

Handl ing a data migration failureShown is an example of a failed data migration. In this case, a typo was

purposely put in one of the migration scripts to generate an error so youcan see what a failed migration looks like. In the event of a failed datamigration, the new database that is created will not be usable andshould be deleted from the server. Be sure to delete only the newunusable database that was created, not the original v9 Tigerpaw

database. Finally, please take note of any error information providedand contact Tigerpaw Technical Support for further assistance.

Figure 21 - Give any error information to Tigerpaw Technical Support.

Opening a DatabaseWhen you first start, Tigerpaw CRM+ displays a dialog box that youcan use to access an existing database.



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From this dialog box you can also access the on-line Help informationunder How Do I. check Whats new in Tigerpaw CRM+, andconnect wit the Tigerpaw user community forums. You are also

presented with a few preferences; show Tigerpaw News on startup andRestore Size on startup. Set these to your desired preference.Recently accessed databases are shown. If the database you want to

open is in the list, double-click it. If the database you want to open isnot in the list, double-click on More Databases. This will cause adialog box to appear (discussed next) that allows you to select theserver and the database that you wish to open. Follow these steps.

Figure 22 - Before logging in, you need to select an attached database.

Click Open and then select an authentication mode.

Figure 23 - If you select the second option, you will need a user ID andpassword supplied by the system administrator.

1. Determine which authentication mode to use when opening adatabase. If the SQL Server resides on a Windows 9x machineor you are using the MSDE with the default settings, chooseSQL Authentication, otherwise use the Windowsauthentication.



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2. If youre using the MSDE, use the login name of 'sa' and aPassword as 'tigerpaw' (all lower case without the single quotemarks). Click Next to Log in to the SQL server.

Figure 24 - Connection information is only required if you selected the second

authentication mode.

3. Select the SQL Server from the available servers in the dropdown list or search for servers using the build button.

4. Select a database to open and click Finish to open thedatabase.

Figure 25 - You must select a server and database to continue the Loginprocess.

After you have opened a database, Tigerpaw CRM+ displays the Logindialog box. Enter your name and password (if required) to log into thedatabase

Figure 26 - Enter or select the user to log in as and enter a password, if

required.

Note: The More>> button provides immediate access to individual usersettings. You can default to log into the modules you have beenauthorized under Edit > Master Tables > Rep Tables or log intoselected modules. You can also elect to use a different login setting forthis session. For example, you can elect to not clear other login sessionsfor you so you can run more than one instance of the software on yourworkstation.



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Figure 27 - The More>> button on the log in window allows you to change

which modules you log into.

Once logged-in to the database you may be shown a Tip of the Daywindow. These tips are useful, but you can turn them off by deselecting

the Show Tips at Startup box at the bottom of the dialog box Click OKto dismiss the Tip of the Day and youll be in the CRM+ ready towork!

Figure 28 - A Tip of the Day can provide useful information you may not be

aware of.

Closing Tigerpaw CRM+To close Tigerpaw CRM+, click the X button located on the upper rightcorner of all main views or select Exit from the File menu of the mainmenu. You may be asked to confirm the close if this option has beenenabled.

Backup / Restore

Too often we encounter a customer that has experienced catastrophichardware failure (floods, lightening strikes you name it). The firstthing we ask them is when was your last back-up? Believe it or not,we frequently hear the words I dont have a backup. Can youimagine someone telling you that you just lost allof your companysimportant data? If you dont backup your data, sooner or later this willhappen to you. It might not happen tomorrow, it might not happen nextyear, but sooner or later it will happento you.Tigerpaw CRM+ will remind you if there is no current backupdetected.



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Backup equipment is inexpensive, and backing up data is easy to do.We recommend that you backup your data on a daily basis. Eachsuccessive backup is called a generation. It is best to keep at least fivegenerations (most companies keep a weeks worth of backups at atime); rotating the oldest one out each time you make a new one. It isalso best to keep the backup copies at a location offsite from the

original data, for the obvious reasons of theft, fire, lightening, flood,etc. A good backup procedure is a very inexpensive insurance measureto protect your data.The Tigerpaw Business Enterprise stores its data in a Microsoft SQLServer 2000 database. When a SQL Server 2000 database is backed up,specific transactional information and data is preserved for restoring ata later time. You cannot copy a SQL Server 2000 database as youwould an ordinary Windows file. In order for a SQL Server 2000database to be backed up, it must be backed up using procedures buildinto Microsoft SQL Server 2000. This can be done using the EnterpriseManager if you have SQL Server 2000, or using the Tigerpaw DatabaseUtility if you are running the MSDE. Restoring a database also requiresthat you use one of these tools. To back up a Tigerpaw database, youmust have access to the database from the machine you are using to

perform the backup. To backup a Tigerpaw database using theTigerpaw Database Utility, follow these steps:1. Open the Start menu, then choose Programs > Tigerpaw Software >Utilities | Tigerpaw Database Utility.2. Depending on your Network environment, if Microsoft SQL Serveror the MSDE is installed on a Windows 9.x machine, you will want tochoose SQL Authentication. Otherwise, choose NT Authenticationfor

NT, 2000, XP environments. Click Next to continue.3. Choose the server on which the database resides and then clickFinish to display the Tigerpaw Database Utilitys main window. Clickthe Backup tab on the window.

4. Select the database you wish to back up.

5. Choose a filename for the backed up data.

6. Click Create Backup to create the backup file.The backup file will be saved in a folder titled \TigerpawBackup on theC: drive of the SQL Server, which may not be the machine on whichyoure running the utility. Once the backup completes, you are free tocopy or move the backup file to the media of your choice.To restore a database, follow these steps:1. Open the Start menu, then choose Programs > Tigerpaw Software >Utilities | Tigerpaw Database Utility.2. Depending on your Network environment, if Microsoft SQL Serveror the MSDE is installed on a Windows 9.x machine, you will want tochoose SQL Authentication. Otherwise, choose NT Authenticationfor

NT, 2000, XP environments. Click Next to continue3. Choose the server on which to restore the backup and then clickFinish to display the Tigerpaw Database Utilitys main window.4. Click the Restore tab.5. In the first drop down list, choose the backup file that was createdduring the backup process.7. In the second drop down list, enter the name you want to restore thedatabase as (this can be different than the original database name).8. Click Restore Database to start the restore process.



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Basic Implementation Walk-Through

The purpose of this quick start basic implementationchapter is to provide a hands on overview of most of the

functions in Tigerpaw CRM+. We encourage you to clickon Help in the menu and click on How Do I and enterthe key word or phrase in the dialog box to search forinformation on your request. This basic implementationworks with the Tigerpaw CRM+ Sample database thatcomes with Tigerpaw CRM+.

Lets define some terms that will be used throughout thisguide and CRM+ user guide to make it easier tounderstand.

Views

1. Menu: The menu will be the top bar on any view that lists, Edit,View, Tools, etc.

2. Tool Bar: The tool bar will be the row of buttons that will displaythe icons for the functions available to the view you are on. Thistool bar is directly below the menu.

3. Navigator Bar: The navigator bar is the bar on the left boarder ofthe current view displayed. This bar is used to select the view youwish to display in the current module you are in.

Add a New Account

1. Click on the down arrow on the far left button on the Tool Barwhich will be referred to as the New Button from this pointforward and select from the drop down New Account.

2. All that is required to save a new account is an account name.

Add an Account Phone Number

1. To add an account phone number, while in the Account View,

place the cursor in the blank white area in the upper right cornerof the account view.

2. Double click to add phone number.

Add a New Contact to an Account

39 Basic Implementation Walk-Through Tigerpaw CRM+ Implementation Guide


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1. To add a contact to an account you can either select from the dropdown at the New Button new contact, or from the account viewwith the cursor in the blank white area, on the contacts tab, doubleclick to bring up the new contact form.

2. Input all the relevant contact information.

Assigning a Tax Rate

1. To assign a tax rate to a customer from the account view click onthe AR Information button. This is the button that looks like the

bankers lamp with the green shade.2. Click on the Taxing Status tab.3. Click sales tax code field select from the drop down the

appropriate tax code for this account.

Note: Tax codes are made up of districts that can be assigned to codes.This is maintained in Master Tables, Accounting.

Enter a Journal Entry1. To create a journal entry from the Account View either hit the F8

button or click the button on the Tool Bar that looks like theopen book with a clock face on the upper right corner.

2. Input a note in the note area in the lower right hand white space.3. Save the note.

Enter a Task

1. To enter a task for a contact at the active account being displayedgo to the New Button and click the down arrow to select NewTask.

2. Now on the new task form select the contact by clicking the downarrow at the contact field and fill in the appropriate date and timefields.

3. Set the reminder to the lead-time you wish to be notified of theupcoming appointment.

4. Save task information.

Note: Once you have selected a time for this task you now can set a

reminder to alert you that you have an appointment.

Create a New Account Group

1. To create a new account group go to the Group Explorer in theTool Bar, this button resembles two equal signs with brackets tothe left.



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2. With the Group Explorer form displayed click on Groups inthe menu.

3. Click on Add Edit Groups.4. From The Table Maintenance click on the plus sign next to the

Marketing Tab.5. Click on the Account Group folder to display all the Account

Groups and from the Tool Bar select the New Button to displaythe dialog box to add the name of the new group you wish tocreate.

6. Click okay.7. Close out of the Group Explorer.

Add Accounts to an Existing Account Group

1. Select from the Navigator Bar the Account List view.2. Select the Filter Tab and set all selections to All or blank to

filter on all accounts in the database.3. Select the List tab to display all accounts in the database.4. From the tool bar select the button Assign to/Remove from

Group and from the use the drop down menu to select the newaccount group you just created.

5. Click yes.

Emailing to all Accounts in a Group

1. Click on the Group Explorer button and select the new group youadded from the Account Group Folder.

2. With the accounts showing in the list click the far left tool button

that resembles a green diskette and from the drop down selectexport e-mail.

3. Select where you want the file saved and its name. Click save.4. You now are displayed a form you can select specifics regarding

the accounts in your file. Be sure the option to add e-mail stringto clipboard is checked.

5. Bring up Outlook. Create your e-mail message, and in the SendTo field do a Ctrl V to paste in all the e-mail addresses from theclip board.

Adding an Item to the Price Book

1. Click on the drop down arrow on the New Button to select newprice book item.

2. Enter an item ID. Be sure to give some thought to this entry sinceafter the item is used you cant make changes to the item ID.

3. Enter a key description.4. Set the item Typeto Material.



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5. Click on the button on the tool bar that looks like a greencalculator to enter cost and manufacturing list price.

6. From the Price Book Item view also check the item serialized boxto indicate this is a serialized item.

7. Click okay.8. Fill in the rest of the fields with the data you wish to maintain on

this item.9. Save price book item.

Create a New Quote

1. From the Navigator Bar select search and find your new accountyou.

2. With the account high lighted do a right click on the entry andselect New Quote to enter a quote for this account.

3. You will be prompted to use a quote template. In this case we willchoose not to use a template so we can go throu

tigerpaw implementation guide

Documents

implementation plan

import data

import wizard

import specifications

inventory locations

physical inventory

import error log

serial number log