CLASSIFICATION : RESTRICTED

VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 1/20

BUSINESS PROCESS AND ICRM

MANUAL
VERSION HISTORY
Version Date Description of Change Page No.
Revised

1.0 Document Creation -

APPROVAL
Prepared By: Reviewed By: Approved By:

Karrthikesu Nadarajah

DISTRIBUTION LIST
Name: Title: Date:

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized
use, disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly
prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this
document are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 2/20

Table of Contents
VERSION HISTORY ............................................................................................................. 1
1.0. Introduction and Overview ......................................................................................... 3
1.1. Purpose ................................................................................................................. 3
1.2. Scope ..................................................................................................................... 3
1.3. Product Perspective ............................................................................................. 3
1.4. Abbreviation/Acronyms ........................................................................................ 3
2.0. Process Flow ............................................................................................................... 4
2.1 Sales ....................................................................................................................... 5
2.1.1 Handover From Sales to Admin .................................................................. 5
2.2 Admin...................................................................................................................... 6
2.2.1 Hand Over From Admin to Customer Service ........................................................... 8
2.3 Customer Service.................................................................................................... 9
2.4 Installation ............................................................................................................. 10
2.4.1 Report ............................................................................................................... 10
2.5 Cancellation .......................................................................................................... 11
2.5.1 Create “TAG” for Cancellation customers ............................................. 11
2.5.2 Reports............................................................................................................. 12
3.0. Insightly CRM( ICRM) Manual ................................................................................... 13
3.1 Do’s And Don’t’s in ICRM. ..................................................................................... 13
3.2 DSR to ICRM Customer Filed Mappings ............................................................... 14
3.3 Manual to Add “Notes” .......................................................................................... 15
3.4 Manual to Attach Files ........................................................................................... 17
3.5 Manual To Add “TAG” ........................................................................................... 19

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized
use, disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly
prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this
document are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 3/20

1.0. Introduction and Overview

1.1. Purpose
Business process and user manual is a detailed documentation of Sunner Group’s
business process and complete guide to the users on how to use the new CRM
application at optimum level to meet Sunner Group International Berhad’s business
needs and targets.

This document shows the business process in detail, and serves as a point of
reference for thr respective users.

1.2. Scope
The implementation of the new CRM application and process is mainly for customer
management, reporting purpose and also to eliminate the dependencies on classic
hard copy data’s.

1.3. Product Perspective

The role of Insightly CRM application is to record and manage all customer data
across departments in Sunner Group International Berhad. It is a cloud based
application which provides huge flexibility in terms of data management,mobility and
monitoring.

1.4. Abbreviation/Acronyms
SGIB Sunner Group International Berhad
ICRM Insightly CRM

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 4/20

2.0. Process Flow

SALES

ADMIN

Customer
Service

Installation

Cancellation

After GST, all Customers whole Turnover is above RM 500,000, must register for
GST and must get GST Registration Number

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 5/20

2.1 Sales
Sales department is the department responsible to turn the potential tours into
SGIB’s customers.The will be two type of data handed over to admin department:-

i. DSR – The complete details of the signed up customers and transaction

detail will be submitted for further processing.

ii. Non Customer List – Complete details of tours who have collected the
complimentary holiday package but did not sign up to buy SGIB’s product.
This list will be uploaded in the system and will be used as a reference to
identify and to avoid giving out complimentary holiday packages to repetitive
tours

2.1.1 Handover From Sales to Admin

The both ‘DSR’ and ‘Non Customer List’ will be submitted to admin department by
end of every Monday for recording and other processes purpose.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 6/20

2.2 Admin
Admin department is the department responsible for file keeping and data flow
management.Admin department will :-

i. Process the ‘DSR’ and ‘Non Customer List’ and map it in ICRM template for
data upload.
 Template is already provided

ii. Verify uploaded, data accuracy.

 Cross-check with DSR details with the uploaded customer details by
using sales order number from the DSR.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 7/20

iii. Update the customer list with proof of payment details.

 Use the following template to update “Proof Of Payments” under the
“Notes” tab for the customer.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 8/20

iv. Attach soft copies of Sales Order, Receipt, and Credit Card Authorization
Letter to the customer data.
 The soft copies of Sales Order, Receipt and Credit Card Authorization
Letter have to be attached with title under the “FILES” tab of the
contact in ICRM as follows:-

2.2.1 Hand Over From Admin to Customer Service

Once the above steps executed by admin, the customer data will be available for
other departments such as Customer Service ,Installation and Cancellation for status
update and follow up.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 9/20

2.3 Customer Service

Customer Service is the responsible department to handle inbound calls from

customer. They will be assisting customer according to their queries, professionally.

i. The summary of the call must be updated in ICRM for the customer under the
“Notes” tab by using the following template for future reference and follow up:-

ii. If the customer’s record is not found in the system,the customer service team
will log the call first and will notify the admin team for the customer record
creation.Once the admin processing steps conducted, the customer service
team will proceed to update the call summary for the customer under the
“Notes” tab.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 10/20

2.4 Installation

Installation is the responsible department setup prerequisite before physical

installation of the product for the customer.

i. The installation team will updating respective customer record regarding the
installation status update:-i.e.
 Sim Card registration Status
 Finalized Location
 Or any delay and etc.

ii. The status update will be update under the “Notes” tab for the customer for
reference and follow up purpose.

2.4.1 Report

There are 2 reports need to be sent to admin department periodically by installation

department.

i. Weekly Report
 Consist of status update for the installation in progress for the week.
 The report must be sent out by end of every Friday.

ii. Monthly Report

 Summary of the customer installation status update details for the
month.
 The report must be sent out by the last day of the month or last Friday
of the month or whichever comes first.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 11/20

2.5 Cancellation

Cancellation is the responsible department to process cancellation request from the

customer. All the cancellation request must redirected to the cancellation team.

i. The cancellation team will record and log down the customer cancellation request by
gathering all required information for the cancellation process.

ii. The update will be logged under the “notes” tab for the customer in ICRM.

2.5.1 Create “TAG” for Cancellation customers

Cancellation team have to create “tag” for all the customers who are requesting for
cancellation.

i. Scenario 1
Assume, customer called in for cancellation in month of May 2017 and it is still
possible because it is still within the cooling period.
 The cancellation team will update the status under “Notes” tab
before further processing.
 The cancellation team will add “tag” to the customer record in
the system as:- CNCLMAY17

ii. Snenario 2
Assume, customer called in for cancellation in month of June 2017 and it is still
possible because it is still within the cooling period.
 The cancellation team will update the status under “Notes” tab
before further processing.
 The cancellation team will add “tag” to the customer record in
the system as:- CNCLJUNE17

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 12/20

2.5.2 Reports

There are 2 reports need to be sent to admin department periodically by installation

department.

i. Weekly Report
 Consist of status update for the installation in progress for the week.
 The report must be sent out by end of every Friday.

ii. Monthly Report

 Summary of the customer installation status update details for the
month.
 The report must be sent out by the last day of the month or last Friday
of the month or whichever comes first.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 13/20

3.0. Insightly CRM( ICRM) Manual

The following the manual showing do’s and don’t’s in the system, dsr to icrm
customer field mappings and how to add notes , attach file and. add tag

3.1 Do’s And Don’t’s in ICRM.

i. All the users are not allowed to create a new contact at any point of time.Please refer
to the respective department process, lead or admin for more information.

ii. All the users are not allowed to delete any information in the system related to
customer at any point of time. Please refer to the respective department process, lead
or admin for more information.

iii. Only the respective teams, according to their roles are allowed to update required
details for the customer in the system. No departments or teams are allowed to
perform other team’s or department’s task without proper approval from the lead.

iv. All the data in the system in treated as SGIB’s properties, and legal action will be
taken against those who misuse, copy, distribution or any other misapplication act
without proper approval from SGIB. Please refer to admin for more information.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 14/20

3.2 DSR to ICRM Customer Filed Mappings

The name of the fields in the DSR may vary from the fields in ICRM. The following is
the mappings of the respective fields.

Record ID: Customer ID IN ICRM( Generated by ICRM)

Contact Name: Customer Name

Email: Customer Email ID

Phone: TM Code

Phone Mobile: Customer Phone Number

Phone(Assistant): Register Date

Fax(Phone): Customer IC Number

Address(Mail): Customer Address

Address(Other): Customer Sales Order Number

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 15/20

3.3 Manual to Add “Notes”

 Search for customer in the system by using sales order Number, Name or IC
Number

 Click the Customer Contact

 Verify the account details with the customer to avoid updating the wrong
account.

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 16/20

 Navigate to “Notes” tab and click “Add Note”

 Type in Note Title

 The Note update Body
 Visible to : Everyone
 Click “Add Note”

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 17/20

3.4 Manual to Attach Files

 Search for customer in the system by using sales order Number, Name or IC
Number

 Click the Customer Contact

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 18/20

 Navigate to “Files” tab and click “Add Files”

 Choose File
 Type in Description
 Click “Add Files” to attach and save the file.
 Category: None

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 19/20

3.5 Manual To Add “TAG”

 Search for customer in the system by using sales order Number, Name or IC
Number

 Click the Customer Contact

 Click the customer contact

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.
 CLASSIFICATION : RESTRICTED
VERSION : 1.0
DATE : 15.5.2017

Business Process and ICRM Manual

PAGE : 20/20

 Click on “Add Tags” at the top right corner of the customer details screen.

 Type in the Caption

 Hit “Enter”
 Click Save

Template Version 1.0 Date 15th May 2017

All rights reserved. This document is a proprietary product of Sunner Group International Berhad, as such, any unauthorized use,
disclosure, or reproduction of this publication or portions thereof in any form, without written permission is strictly prohibited.
Only the electronic file of this document is CONTROLLED. Printed or detached copies are UNCONTROLLED. Users of this document
are responsible for ensuring that printed copies are valid at time of use.