FAQ

On this page, we collect popular questions from Alfa CRM customers and give them comprehensive answers

Contents

Content:


Can I work in CRM from my phone?

Yes, we have a mobile friendly platform. Easily opens and functions on any device (mobile, tablet)

Work is underway on iOS and Android apps [status: in development]


Are there any restrictions on users, leads, clients, teachers?

No, the tariff plan is linked to active customers who visit the training center.

There can be as many administrators, teachers, leads, and users as you want.


Are there rates for calculating the salary?

Yes, there is different types of bets. Simple ones and differentiated, divided by duration, subject and the type.

You can count by the number of people present, take into account absences and absenteeism, and charge a percentage.


Is there an installation version?

We deliver the system only in the cloud version, providing access to it through a subscription model.

We stopped delivering the desktop version in July 2016.


Is it possible to change the tariff plan?

At any time, you can change the tariff plan — add or remove additional options, the number of active customers is automatically calculated by the system.

The tariff plan is easily configured in the "Licensing" section when choosing a convenient payment option, you can pay with an online card or a payment invoice for a legal entity. Just click on the desired options and they are activated in the tariff or you can contact technical support (chat at the bottom right).


We are currently testing the demo version for 14 days. Please tell me, will the data be saved if we decide to continue using the system?

Yes, all entered data and settings are saved in the full version of the system :)


How is technical support provided?


Do you have a summer freeze?

Yes, we have the possibility of freezing for the summer period. To freeze, write to the email: support@alfacrm.pro indicating the name of your stand, for example, "demo. s20. online" and the period for which the system will be frozen.


How do I add a branch or change its name?

In the "CRM Settings" section (in the upper panel, the wrench sign), click on the "Branches" item. At this point, you can add a new branch or change the name of an existing one. To add a new branch, click "Add", enter its name and click "Save". To edit the branch name, click on the pencil mark on the right. Branches can be disabled and swapped in the list by holding down the branch name and moving it higher or lower relative to other branches.


How do I add locations in a branch?

In the "CRM Settings" section (in the upper panel, the wrench sign), select "Locations-Audience", the location management window looks like this:


Click the " Add " button and enter the name of the branch location in the "Short Name" field, then click "Save", so the location will be added in the currently selected branch (the selected branch is displayed in the upper panel next to the wrench sign).

For example, the Moscow branch has two locations "Kitay-gorod" and "Mitino", you can attach certain audiences to the locations. So in the "Lessons" section of the calendar, the schedule will be displayed in accordance with the selected audience for classes. In the display of the calendar for the day, you can group classes by audience using the "Build" button, an example of displaying the schedule by audience with reference to locations:


How can I add income and expense items?

In the CRM Settings section (the wrench in the upper panel), under Finance , click on Expenditure items. Here you can add new articles, change existing ones, make them active or inactive, and configure the sequence of articles in the general list when adding payments. Deleting articles is possible if they are not used in any added payment in the system.

In the Add article window, you can select the payment types that you want to add to the list. In this way, you can set up only the necessary items to select separately for expenses and income. An example of adding an income item is shown in the screenshot:


How can I make payments for individual cash registers?

In the CRM Settings section (the wrench in the upper panel), under Finance , click on "Cashbox and accounts". In the window that appears, you can add new cash registers and company accounts, for example, a current account, a bank card. You can use the pencil mark next to the cash register to change the name and make it active or inactive.

To add a cash register, click the "Add" button, the "Branch" field displays the name of the branch where the cash register will be added, enter the name of the cash register, then in the "Available for" section, select the users who will have access to the new cash register, then click "Save", so the cash register will be added to the list.

In the cash register editing mode, you can also configure access for users to the cash register. Checkout in the "CRM Access" section of the menu on the left. Check the user account box, then click "Edit" at the top and in the window that appears, in the "Access to pay accounts" section, select the available sales registers for the user, save the changes. Example of editing a user account:


How do I add a new subject?

You can add an item in the "CRM Settings " section (in the upper panel, the wrench sign) in the "Subjects".


Where can I view the log of attendance and ratings?

In the menu section on the left "Groups" click on the name of the group and go to its card, at the top through the button "Attendance log" you can create a log of attendance for a certain period. The log is filled in automatically during classes and the percentage of attendance for each student is formed. You can go to the customer cards directly from the report. Example of a completed attendance log in the screenshot:



How do I transfer a client from a lead to a student?

There are 2 options for transferring the lead (potential client) to the section Students.

The first option, in the personal card of the lead under his name, click on the inscription "Lead" and select the option "Make a client", for example, as in the screenshot.



The second option, in the section "Leads" (displayed as a funnel), hover over the lead card, click on the person icon in the upper right corner, so the lead will be moved to the section "Clients", the screenshot shows an approximate display.



How do I add a payment to a student card?

Payments are added in the student card on the right in the line "Payments " or in the tab "Lessons and payments" click "Add", select the payment type "Income", in the window that appears, fill in the fields and click "Save", so the payment will be added to the "Total Balance" field at the top right.


Where can I add a knowledge level if it is being edited?

The list of knowledge levels for clients and the list of qualifications for teachers can be configured in the section "CRM Settings "(in the upper panel, the wrench sign) in the item "Knowledge levels". You can add new ones, edit existing ones, make them active/inactive, and swap them in the desired order. The list of knowledge levels is configured throughout the system at the same time in all branches.


How can I delete a lesson if the teacher has already marked it as completed, but in fact it was not?

The lesson is not canceled, as there were debits from the student balances. You can delete the completed lesson (it is marked with a check mark in the lesson card) in the section "Lessons":

  1. switch to the display of classes - in the form of a table (at the top next to the " Add " button),
  2. check the appropriate lesson in the list,
  3. click the Remove button at the top.


If the session was a one-time session, the entry about it will be deleted from the calendar and all charges will be returned to the customer balances. You can re-schedule a one-time session in the calendar.

If the lesson is held according to a regular schedule, individual or group, the lesson will be displayed again in the calendar as scheduled automatically.


How do I delete a scheduled activity in my calendar?

If the class is scheduled for a one-time session, you can delete it in the calendar.
To delete, click on the activity, select the "Open" option, and in the window that appears at the bottom left, click on the trash sign.

If a class is scheduled according to a regular schedule (individual or group), a separate class for one day is not deleted, you can cancel it in the calendar.

If you want to completely delete a day according to a regular schedule, go to the client or group card, click the pencil next to the day you want to delete on the right in the "Regular Schedule" section, and the trash sign will appear in the window that appears at the bottom left.


When an incoming call is made over IP telephony, a new lead is not added

This function is enabled in the "CRM Settings" section (in the upper panel, the wrench sign), click on the block Telephony integration, under "Create a lead on the fly ", check the appropriate parameters for creating a lead and click "Save", after enabling the function "When an incoming call from an unknown number", the cards of potential customers will be added automatically in the "Leads" section.


How do I delete a payment?

Go to the menu section "Finance" on the left, check the payment box in the list and click "Delete" at the top.



Is it possible for leads to make a "subject" field to filter future customers by subject?

You can attach an item in the personal lead card on the right in the sectionSubject and level , as the level of knowledge in a particular subject that interests him. In the "Leads" section in the filter (the button on the top right), there is a parameter Subject, which filters the list of leads for the selected subject by the attached level of knowledge.


Is it possible to make the system automatically fill out the contract with the student? I would like the system to automatically set the student's full name and date.

The contract template can be added in the system settings (spanner in the upper panel) under "System customization" - "Printable documents". Insert the text of your contract via the " Add "button and add tags for automatic data substitution from the client card. All available tags can be viewed in the item "Autocomplete".


How can I send an SMS message to the whole group at once in CRM?

In the general list of clients, check the boxes of those to whom you want to send an SMS, you can filter the list by the "Group" parameter (at the top right, click the "Filter" button, select the desired one in the "Group" parameter and click "Apply"), then click the topmost check mark in the list, for example, as in the screenshot.


This way all the filtered clients will be marked, then click the "Mailing list" button at the top and select the "SMS mailing list" option. In the window that appears at the top, click "Select template" and click on the desired template for this mailing list, the text of the template will be added to the "SMS Text" field. If you need to make any changes to the mailing list, you can edit the text, for example, add tags (at the top, you can view the list of tags through the "Auto-placement" button) and this mailing list will be sent to all customers who are displayed in the "Recipients" field when you click"Send". You can selectively exclude recipients from the mailing list by clicking the cross to the right of the client's name. If the recipient's name is crossed out, it means that the customer has not added a contact mobile phone number.

Templates for mass SMS mailing can be added through the "CRM Settings" section (at the top of the wrench sign) in the "sms templates"section. Click " Add "fill in the fields "Template name", "SMS Text", for substituting information from the customer card, you can use tags (the list of tags is displayed when you click the "Auto-Substitution" button at the top), and select the branch where the template will be active, click "Save", so the template will be added.


How do I send an email newsletter?

Templates for mailing by E-mail can be added through the "CRM Settings" section (in the upper panel, the wrench sign) in the "e-mail templates" item.

Click " Add " and fill in the template name (the name will be displayed in the template selection list), the subject, the text of the message, and select the branch where the mailing template will be displayed. After adding a template to the general list, you can attach an attachment to the template by clicking on the pencil mark to the right of the template, and in the window that appears, upload the file in the "Attachments" section.

To send a message using a template in the general list of students, check the boxes of those to whom you want to send a message, or you can filter the list by parameters (at the top right, click the "Filter" button, select parameters and click "Apply"), then click the topmost check mark in the list, all filtered students will be selected. Next, at the top, click the "Mailing list" button and select the "E-mail mailing list" option, in the window that appears at the top, click "Select template" and click on the desired template for this mailing list. The template text will be substituted, for example, as in the screenshot:



If you need to make changes only for this mailing list, you can change the text of the message, for auto-substitution of data, you can copy tags to the text of the message through the button at the top "Auto-substitution".

After the mailing list text is formed, you can click the "Send" button and the mailing list will be sent to all recipients in the background.


How to calculate debtors?

In the "Clients" section in the general list of students, you can apply a filter (the button at the top right) for the "Balance" parameter: from "-100000" to "-1", so the list will be filtered by the outstanding student account.


How can I transfer a student from one group to another?

The student must be excluded from one group and added to another group. To do this, go to the student's personal card, click on the pencil mark next to the group you want to exclude from on the right in the "Groups" section:


In the window that appears at the bottom left, click on the trash sign:


After that, click the " Add "button in the "Group" section and select the group to which the client needs to be transferred, you can also select the period of participation in the group, for example, if the client is temporarily engaged in the group, and click the "Save" button, so participation in the group will be added.



What is an adjustment?

The "Adjustment" payment type is needed to adjust the customer balance. Often used to display a customer's current balance when transferring data. For example, in order to display the current debt on the student's account, you can add an adjustment for a negative amount, "-1000", so this amount will be debited from the student's balance.

The added adjustment for the amount of "5000" will increase the balance at the top right in the student's personal card by this amount. The "Adjustment" payment does not affect the balance in the cash register.


A student wants to transfer their balance to another student's account. How can this be done without having to delete and redo payments?

You can use the addition of the "Adjustment" payment to deduct funds from the student's balance and transfer this amount to another student. To do this, in the "Finance" section, click "Add" and select the "Adjustment" type, the amount is negative, for example, "-500 "will reduce the balance of the first student by this amount, for the balance of the second student, you need to add a positive amount of adjustment" 500", so it will increase the balance.


How do I specify the source from which the client came to us?

In the client's personal card, under his name, click on the label "Source" and select the desired source option, as in the screenshot:


If you want to add a new source to the list for selection, you can do this in the settings (wrench at the top) under "Lead Sources".


How do I register a client for a class from a card?

You can record a lead or a student for a one-time lesson from their personal card from the "Lessons and Payments" tab (shown in the screenshot). In the line" Lessons (fact)", click "Schedule" and select the type of lesson, in the window that appears, fill in the information about the lesson and click "Save", so a one-time lesson will be added to the schedule in the calendar. You can also record a new lesson from the panel on the right in the line "Lessons (fact)".


How do I set a permanent scheduled schedule?

The permanent schedule can be either group or individual. Attach the schedule in the student's personal card or in the group card on the right in the "Regular schedule" section. Click the " Add "button, select the day of the week (you can choose several days in turn), time, audience, subject, teacher, and the period for displaying the schedule in the calendar, then click "Save", so the calendar will display a regular schedule, group or individual.


I can't add a payment, it displays "You need to fill out an Invoice (cash register)", what settings should I make?

In order for an account (cash register) to be available when adding a payment, it is necessary that the user's account has access to at least one of the company's cash registers (accounts). Settings can be made by the main administrator of the system, with access rights to user accounts.

To configure it, go to the menu section on the left "Access to CRM", check the user account and click the "Edit" button at the top. Next, in the window that appears, in the line "Access to cash registers", you need to tick the available cash register and click "Save", so the user will be able to add payments to the cash register and view all payments on the available cash register.


When conducting a class, no funds are debited, how do I set up automatic debiting?

For automatic calculation of deductions, a list of season tickets is created with all the prices for classes and season tickets are attached to each student in his personal card.

To add season tickets, go to the "Season Tickets" section:


Click " Add " and select the subscription pricing:
  • Lesson - when the exact cost of 1 lesson is known, for example, one-time visits or the price for the number of lessons.
  • Monthly - an unlimited subscription by the number of visits, the cost per month does not depend on the number of classes (the full cost of a month of training is deducted from the remainder of the student when visiting the first lesson of the month, then the subscription will be valid within the month).
  • Weekly - unlimited subscription according to the number of visits for a week for 7 days.

    • Fill in the parameters and save. For example, if the cost of 1 lesson is 1000 rubles. for 60 minutes, the subscription consists of 10 lessons, in the lesson subscription, set the number of lessons - 10, set the cost to 10,000 rubles (since for 10 lessons), for this subscription, the write-off for the lesson will be calculated - 1,000 rubles.

    In order to calculate deductions for classes automatically, you need to add subscriptions that match the parameters of classes in the card of each client on the right in the "Invoices and Subscriptions" section: type of classes (group, individual), subject, period of validity of the subscription. If necessary, you can attach a discount to a specific subscription in % (Percentage discount) or in amount (cash discount) in the block "Discounts".

    Adding a subscription in the block "Tariffs":


    The subscription binding window in the customer card looks like this:


    • In the "Subscription" field, select the subscription for which the charge will be calculated.
    • In the "Validity Period" field, you must select the starting date of the subscription, that is, the period in which the student's classes will be held for this subscription.If you do not select the start date of the period, the subscription will be added by default from the 1st day of the current month. And in the TO field, enter the number of days, weeks, months, years - for how long the subscription will be valid and select the desired option.
    • "Calculation type" select the option Basic or Advanced.
      Basic - if the client is engaged in only 1 subject, it is recommended to choose by default.
      Advanced - if you pay for several items at different prices, there will be a separate account of money and classes next to the subscription. You will need to link payments to a specific subscription. You will be able to view the widget of visits and reconciliation separately for the subscription.
    • In the "Subjects" section, you must select the subjects for which classes will be held and the subscription will be valid.
    • In the "Lesson types" section, select the types of lessons for which classes will be held, for example, group or individual classes will be calculated.

    After making the deposit, click "Save", and the subscription will be added to the client. If necessary, you can add several subscriptions in turn, if the classes are in different subjects, courses and types of classes and different prices.


    How do I delete a linked subscription from a student?

    In the student's personal card on the right in the "Bills and subscriptions" section, click on the pencil mark next to the subscription, in the window that appears at the bottom left, click on the basket sign and delete the linked subscription.


    Tell me, what does the notification with the numbers near the "Lessons" section say?

    The notification with the number of classes shows how many scheduled classes in the last 2 days were not marked as completed and attendance was not marked. When you click on the "Lessons" section, you can apply a filter for unscheduled classes to mark them. Click the "Filter" button at the top right, uncheck the "held" and "canceled" boxes, for example, as in the screenshot, and click "Apply":


    After that, you can use the arrows to switch to the previous days and mark the classes.


    How can I view the history of what an employee did?

    You can view the full history of changes in the sections via the "Other" button. Go to the CRM Access section, click Other and select Change History, in the window that appears, click The whole story. On the right, in the filter panel, select the author of the changes, in the field Program unit select the first option of the empty field to display the changes for all models and click the Filter button, so the entire history of the user's changes will be displayed.


    How do I add an employee and restrict their access rights to sections?

    You can add a new role for an employee and restrict access to sections, let's look at the example of adding the "Manager" role.

    In the menu section on the left, "CRM Access", switch to the "Manage Roles" tab (at the top next to the " Add " button):


    At the top, click "Add", in the window that appears, fill in the name - "Manager", the rank can be entered "800" (it affects the visibility of user accounts in the "CRM Access" section, those users who have a lower rank will not see user accounts with a higher rank, for example, an administrator account with a rank of 999), the interface - "Administration". Next, select the checkboxes of the menu items that the user will have access to. In the section "rights" are set right actions for selected menu, select Common functions, "Management actions" (you can open the sub-items using the plus sign next to the limitations of sections of certain parameters and actions), Settings (if you want access to control system settings through the wrench in the top panel) and API (if you plan to integrate with third party services via API), for example, on the screenshot below:



    After that, click the "Save" button, so the role will be added to the general list.

    To add a user with the new role click on "Manage users" (at the top next to the "Add" button), click "Add" in the line "the Role and status," select "Manager", complete the remaining fields and click "Save" to the specified email will automatically be sent an email with information to access the system, an example of adding a new user:



    If the user's account has already been added, check the account box in the list, click "Edit" at the top, replace the current role with a new one in the "Role and status" line, and click "Save", so the new role will be applied to the user.


    How do I grant access to the system to a teacher?

    Access to the system can be provided to the teacher in his personal card. In the menu section on the left, "Teachers", add a teacher card. The screenshot shows an example of adding a contact information, mobile number, and email address.


    After adding it, in the card on the right in the "Access to the system" section, click "Grant", in the window that appears, fill in the fields, create a password and click "Save". So the message with the data for access to the system will be sent automatically to the specified email address and the user will be assigned the role of "Teacher"by default. An example of the location of the section in the teacher's card is shown in the screenshot:


    How do I add lessons from the past days?

    To add lessons for the past to the calendar, go to the "CRM Settings" section (in the upper panel of the wrench), click on the "Lesson Settings" block and select the "Allow planning lessons in the past" option, for example, as in the screenshot and save the changes.


    After that, in the "Lessons" section, you can add a scheduled lesson for the past and mark its completion.

    You can also add a lesson from the past in the table display of lessons. In the menu section on the left, "Lessons", to the left of the "Add" button, switch to "Display: as a table", the "Lessons" tab will open by default. Click "Add", select the type of lesson, fill in the fields in the window that appears and click "Save", so the lesson will be added to the calendar and in the lesson table.


    How do I set up a deduction from the client's balance for a missed class?

    You can set up debiting in case of absence of the client in the class in the section "CRM settings" (in the upper panel, the wrench sign). Click on the label "Reasons for skipping lessons" in the "Learning Process settings" item. By default, 2 reasons are added: disrespectful and respectful. To edit the deduction rate for a specific reason for skipping, click on the pencil mark on the right:


    In the window that opens, the "Debiting coefficient" field is set to "1" by default, which means that 100% of the cost of 1 subscription class will be debited from the client's balance when conducting the class and selecting this reason for absence.



    For example, for a subscription, the cost of 1 class is 500 rubles. when conducting a class, a deduction of 500 rubles will be set in the "Write-off" column.

    You can add new reasons for absence, for example, the reason "Illness" and set the debiting factor "0.5", so when conducting a class and selecting this reason, 50% of the cost of 1 class will be debited from the client's balance.


    How do I add holidays and weekends?

    To set holidays in the schedule, you can go to the "Lessons" section and click"Other". In this section, you can select "Public holidays":


    In the window that appears, you can add a cancellation period and specify the name of the holiday. After adding a holiday, you can click on the lightning sign on the right:


    The system will make mass cancellations of classes during this period.

    We are gradually filling out the article and adding new questions and answers :)


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