The 4 Viper Websites
The Viper system includes four different websites that can all be accessed using a web browser, such as Google Chrome, Mozilla Firefox or Internet Explorer. (Chrome or Firefox are preferred browsers for using Viper.) These 4 websites are accessed using different URLs in your browser, but you can use the same credentials (username and password) to access all of them.
1. Viper CRM Site - [yourcompanyname]crm.viperdmc.com
The CRM Site is where you manage your client accounts, client contacts, and opportunities (new programs). You can enter specific details for each record type, using the default entry fields and any additional custom entry fields you may choose to add. The CRM also provides several tools for managing your client records and creating reports. Every time you add a new account, contact, or opportunity, the record will sync to your Viper Internal Site, which is where you build proposals, manage programs, and more. New accounts and contacts entered into the CRM sync to the Clients tab in Viper, while new Opportunities entered into the CRM sync to the Dashboard tab in Viper.
2. Viper Internal Site - [yourcompanyname].viperdmc.com
While the CRM is the primary site for managing client accounts and contacts, the Viper Internal Site is the primary site for managing all program elements. As mentioned above, all new accounts, contacts, and opportunities entered into the CRM are instantly sent to your Viper Internal Site to keep your data in sync. Using the Viper Internal Site, you can manage your Content Library, build proposals, manage many aspects of programs, view on-demand reports, and maintain databases of your vendors and hotels.
3. Viper Client Site - [yourcompanyname]client.viperdmc.com
The Viper Client Site is where your clients will view the proposals built in the Viper Internal Site. With your input, the Client Site can be branded and customized to represent your brand and destination(s). You can brand the client site with your logos, colors, fonts, background images, and more. Note that the best method for proposal delivery is to send clients their unique Client Site link (which is automatically generated), but you can also download Viper Proposals as Word Documents to send to clients for offline viewing if requested by the client.
4. Viper Admin Site - [yourcompanyname]admin.viperdmc.com
The Viper Admin Site provides user management and many configurable settings and options to customize your Internal Viper Site. During initial Viper setup, you can designate one or more users to be Viper Administrators, who will then have access to the Admin Site.
CRM Site Basics
Adding and Editing Records
Once logged into the CRM, use the Sales tab to view and add Contacts, Accounts, and Opportunities. You'll also notice menu items for Leads, Documents, and Calendar in the Sales tab, if you choose to use those components of the CRM. From within each module, you can add and edit new records easily. Records can also be bulk imported and exported using the CRM's Import/Export features. Please contact Viper Support if you need help importing CRM records, such as your existing clients from another CRM system.
Finding and Organizing Records
As the number of records in your CRM grows, it's important to take advantage of the search functionality to find what you're looking for. At the top of most screens, there is a search bar that allows you to quickly find any matching records for the current module. For instance, if you are looking for a specific account, be sure you are in the Accounts module, not the Contacts or Opportunities modules.
You can also create custom views using the [New] link in the upper right, allowing you to specify the columns and filters that show the data you are most interested in. For instance, you could create a custom view to show accounts assigned to you in a certain state or country. You can choose up to 9 different columns to show in your custom view.
Under Analytics > Reports, you can build customized reports to pull specific data from the CRM. Note that the CRM should be used to pull reports for contacts and accounts, while reports for programs should generally be done in the Viper Internal Site.
CRM Administration and Custom Fields
Users designated as Admins in the CRM have access to the Settings tab, where you can manage user permissions and custom fields. From the Settings main screen, use the [Users] link to manage user permissions and access. To modify the fields for each module, use the [Module Manager] link. You can add fields, rearrange fields, and hide fields. When adding new fields, pay close attention to the type of field you are adding. Note that any custom fields you add to the CRM will not sync to the Viper Internal Site. Custom fields will only show in records in the CRM.
Viper Internal Site Basics
Before you begin using the Viper Internal Site to send proposals and manage programs, it is important to understand how the many "pieces" of the application work and how they all fit together. It is especially important to load up your collection of providers (vendors and hotels) and Content Library (descriptions and pricing) as completely as possible because it will make proposal building and program management more efficient and effective. While the Viper Data Load team helps load the data you provide as part of initial setup, you can easily add additional providers, proposal content, and pricing "one-by-one" directly in Viper at any time.
When you login to Viper, you first land on the Dashboard tab. The Dashboard tab provides a list of your most recently accessed programs and the Opportunity Queue. The Opportunity Queue is where you will find any new Opportunities that were created in the CRM and are ready to be converted into a program.
The Clients tab allows you to view your list of client accounts (companies) and client contacts. As mentioned above, all new accounts and contacts should be entered in the CRM, but they sync to the Viper Internal Site to allow you to easily reference them at any time. As you are building proposals and managing programs in Viper you can quickly jump to the Clients tab to view basic details for a client company, such as all related contacts and a list of current and past programs. If you need to view more details, including any custom fields you set up in the CRM, you will need to look up the company in the CRM site.
The Vendors tab allows you to store all your vendors, along with their contact information, insurance documents, and any other general files. Additionally, for each vendor, you can view linked products and services (as entered in the Content Library) and see the vendor's schedule (the date/time when the vendor is being used across all your programs). It is important to add your vendors to Viper so that they can be linked to pricing in the Content Library and used in operational schedules when managing program logistics. Vendors should be added directly to the Vendors tab in Viper, not in the CRM.
The Hotels tab allows you to store all of your hotels, along with their contact information and hotel specific details (such as # of rooms, meeting space, etc). Much like vendors, you can view a hotel's linked products and services (as entered in the Content Library) and see the hotel's schedule (the date/time when the hotel is being used across all your programs). It is important to add your hotels to Viper so that they can be linked to pricing in the Content Library and used in operational schedules when managing program logistics. Hotels should be added directly to the Hotels tab in Viper, not in the CRM.
The Content Library houses all of your proposal "content," which in the case of Viper includes descriptions (text, images, slideshows, videos, music, etc) AND pricing. The Content Library is organized similarly to files on your computer. You can add folders and subfolders to organize your content, copy and move items, rename items, and more. Within each Content Library folder, you can add 3 different types of content: articles, products, and packages.
Articles contain NO pricing. They are simply informative snippets that can be added to proposal sections to educate your clients on your destinations, policies, company history, etc. Examples of articles include Destination Experience, About Our Company, Policies and Guidelines.
Products represent a single line item in a budget or costing and encompass all your pay-for services and offerings. In the Content Library you can enter multiple prices for a single product based on the provider and effective date of the price. For instance, you may have a product called "50 Passenger Bus" that you enter several prices for because the product is provided by multiple vendors and prices may vary by season or year. To link prices to specific vendors or hotels, the vendor or hotel must already exist in the Vendors tab or Hotels tab. In addition to pricing, Products can have descriptions as well. This means that when a product is added to a proposal or costing, both the description and pricing are pulled in at the same time; the description is added to the proposal and a price is added to the costing.
Packages can be used to create comprehensive and flexible pricing for an "experience" by grouping together multiple products from the Content Library. For instance, let's assume you offer a certain activity, such as a guided city tour. It is comprised of a guide, transportation to and from the tour location, and a stop for lunch. You can create the individual elements of the tour as individual products, then add them all to a single package called "Guided City Tour." Creating the pricing for the Guided City Tour as a package has many benefits:
- You and the client can easily see the different elements that make up the "experience" (individual line items can be hidden from the client as needed)
- You can tweak pricing for individual elements of the "experience" or drop them altogether
- You can track margins for the different elements of the "experience," such as staffing products vs. transportation products
- Using package options, you can easily toggle product selections based on the client's needs (such as busses for a large group vs. SUVs for a small group)
- You can maintain pricing for frequently used products in a single place (maintain the price of the "50 Passenger Bus" product in one place, even if it is used in many different packages)
Alternatively, you can enter the pricing for the Guided City Tour as a single product with a total per person or group price, but then it would only be a single line item in the costing. This is a simpler approach to entering pricing, but you lose the benefits mentioned above that a package offers. Like products, packages can also have descriptions.
Building Proposals and Managing Programs
As mentioned above, it is best to populate the Content Library, Vendor database, and Hotel database as much as possible in order to build proposals quickly and manage programs effectively. But don't hesitate to begin using Viper just because you feel like all of your data and content has not been loaded. You can, of course, add your providers and build content and pricing as needed for new proposals and programs.
Click here to learn more about creating and managing programs.