CRM Sync Overview

The Viper CRM is included with your Viper Portal at no extra charge but it is technically a different system. You'll access it using a different URL from your Viper Site, but you will use the same credentials to login. Despite your CRM and your Viper Site being separate systems, specific data will flow (sync) back and forth between CRM and Viper Site. It is important to be aware of which data is sent and when the data is sent from CRM to Viper and vice versa. For more information on Viper Sites (including CRM), check out this tutorial.

Workflow

Only CLIENT data should be stored in the CRM. Accounts and contacts entered into the CRM should be considered your clients or contacts that you may want to send a proposal to. For instance, you may enter Hotel contacts into the CRM if you ever send Proposals to Hotels. For the most part, Vendors and Hotels should be stored in Viper only, not the CRM.

As you enter new Accounts, Contacts, and Opportunities into the CRM, they will sync over to your Viper Site. In the case of Accounts/Companies and Contacts, you can technically make updates to the record in CRM OR Viper, but CRM is the recommended system to make changes. In the case of Opportunities/Programs, only Sales Stage and Probability are synced from Viper to CRM after the initial records are created. Updates to Opportunities in CRM are not synced to Viper.

As a general rule, client Accounts and Contacts should be created, managed, and updated in CRM while Opportunities should be created in CRM but maintained and managed in Viper as Programs. Use the CRM to pull reports related to client Accounts and Contacts. Use Viper to pull reports related to Programs and other financial data.

Terminology

CRM and Viper use different terms to refer to similar data that is mirrored on both systems.

CRM	Viper
Account - Client accounts can contain one or more client contacts.	Company - Client companies can contain one or more client contacts.
Contact - First name, last name, email address etc. for a client contact.	Contact - First name, last name, email address etc. for a client contact.
Opportunity - Basic details that serve as a starting point for an upcoming program.	Program - A client program or event that contains proposal, costing, contracts, vendor management, and more.
Assigned To - All records must be assigned to a specific user (primary Salesperson) or Office at your company. This is considered the record owner, but all users can see all records by default.	Company Contact(s) - Once an Opportunity syncs to Viper as a Program, you can add multiple users from your company (sales person, operations manager, etc.) to the Program.

New Records and Sync Requirements

New records (Accounts, Contacts, and Opportunities) should always be entered into the CRM first, after which they will automatically sync to Viper. Note: If you want to create any sample programs or "open" programs that are not specific to a given client and may be shared with multiple client contacts as a "catalog of your offerings," these types of Programs can be entered directly into Viper from the Dashboard and do NOT need to be added to the CRM.

All CRM records must be assigned to a specific Salesperson or Office to sync from CRM to Viper. Records assigned to the "admin" user will NOT sync to Viper.

Required Fields for Accounts

• Assigned To
• Account Name

Required Fields for Contacts

• Assigned To
• Related Account
• Last Name
• Email Address (must be unique)

Required Fields for Opportunities

• Assigned To
• Opportunity Name
• Related To (must be related to a valid client Account with at least 1 valid Contact)
• Arrival Date
• Departure Date
• Sales Stage (defaults to Draft)
• Probability

Two Way Sync

The following fields will sync back and forth between CRM and Viper as they are created and updated:

Account (new Accounts must be entered in CRM; can be updated in CRM or Viper)

• Account Name
• Phone
• Fax
• Other Phone
• Billing Address
• Billing City
• Billing State
• Billing Country
• Bill Postal Code

Contact (new Contacts must be entered in CRM; can be updated in CRM or Viper)

• First Name
• Last Name
• Email
• Mailing Address
• Mailing City
• Mailing State
• Mailing Country
• Mailing Postal Code

New Opportunities must be entered into the CRM and most details will sync to Viper as the starting point for a new Program. SALES STAGE and PROBABILITY should be updated in Viper and will sync to CRM periodically. After initial sync from CRM to Viper, changes to Opportunity details are not synced to Viper so in some cases you may need to update fields (like Opportunity Name and Program Name) in both CRM and Viper manually.

Opportunity (from CRM to Viper during initial sync only)

• Opportunity Name
• Related To (client Company)
• Sales Stage
• Preferred Arrival
• Preferred Departure
• Amount (Estimated Value)
• Probability
• Lead Source
• Due Date
• Description

Opportunity (from Viper to CRM)

• Probability
• Sales Stage