1.1. What is RubiCRM?

RubiCRM is a cloud-based Customer Relationship Manager (CRM) solution for businesses that provide Membership, Training, Events and B2B services.

Rubi can be accessed via any device connected to the internet by web browsers and the Rubi Window app.

Rubi is packed with functionality to effectively manage data for Companies, Contacts, Membership Programmes, Events, Training Courses, Bookings and more!

Rubi is also highly customisable and enables users to easily tailor the system to meet bespoke requirements.

RubiCRM also offers several additional services and integration options. For more information about Add-On and Integration Services, please click here or contact our Support Team at support@rubicrm.com.

1.2. RubiCRM features

RubiCRM comes with standard functionality to:

• Store and manage customer/member records
• Log interactions with contacts
• Set tasks and alerts as part of interactions
• Sales tracking and reporting tools
• View and report on overall customer/member activity
• Create customised reports with the built-in reporting tool
• Fully manage events, training courses and bookings with the Events module
• Pre-schedule automated emails for bookings
• Schedule custom/member comms to send on interval periods
• Link RubiCRM to Outlook via the Rubi Outlook Plugin (Windows)
• Fully customise data fields to meet bespoke requirements
• Integrate with existing MailChimp accounts

2.1. How to login

New users will receive a welcome email as part of the account registration process. The welcome email will contain steps for the user to follow in order to fully activate the account.

These steps include:

• Setting a password
• Verifying your location

Once the account is fully activated, enter the required login details and select ‘LOG IN’ to access RubiCRM.

2.2. Remember me

RubiCRM will remember your email address and Rubi key when the ‘Remember Me?’ box is ticked.

Please note that, for security, Rubi will not remember your password.

2.3. Forgot my password

Users who have forgotten their password may request a new one by selecting the ‘Forgot your password?’ option below the login button.

Once selected, enter your email and Rubi key and then select the ‘Send Password’ button.

If you are a Rubi User you will be sent a password reset email. Follow the link in the email to set your new password.

2.4. Two-factor authentication

Two-factor authentication can be enabled by Rubi System Admins in Main Menu > System > Settings.

Rubi System Admins should set the "Security - Use Email Two Factor Auth" setting to "True".

This will apply to all users. This setting is set to "False" by default and should be enabled if this security feature is required.

Please refer to related articles on System > Settings.

2.5. RubiCRM on browser

If you are not using Windows, or you would prefer not to use the app, you can access Rubi within a browser by using the following link:

https://rubiapp.rubicrm.net/login.html

Once accessed, you can save the login page in your preferred browser for quick future access.

2.6. RubiCRM on Windows app

Windows Users can download the RubiCRM app by clicking the following link and following the install instructions:

Rubi v4 Application

Once downloaded and installed, the app shortcut can be pinned to your desktop or taskbar for quick future access.

Please note that this process may require approval by your group IT Administrator and does require the latest Windows updates to be installed including access to WebView2.

2.7. Pin to taskbar using Microsoft Edge

Within Microsoft Edge, you will need to have RubiCRM open on a web page. Then go to the top right-hand corner of the web browser and click on the three dots.

After clicking on the three dots a drop-down menu will appear and you need to hover over “More Tools”.

Then another drop-down will appear and you will need to click on “Pin to taskbar".

After pressing on “Pin to taskbar” you will now see the RubiCRM logo appear on your taskbar at the bottom of your screen, like the image below.

Now you will be able to click on the RubiCRM icon and will be able to access RubiCRM through Microsoft Edge.

2.8. Pin to taskbar using Chrome

You need to have RubiCRM open in Google Chrome. You will then need to click on the three dots in the top right-hand corner of the browser.

It will show a drop-down menu and you will need to hover over “More Tools”.

A new drop-down will appear, and you will need to click on “Create Shortcut”.

After clicking on “Create Shortcut” a small window will pop up with a text box for you to name the shortcut. Once named you will need to press on create.

Once you have pressed create it will create a shortcut on your desktop, you will need to locate the shortcut on your desktop.

Once you have found the shortcut on your desktop, you will need to right-click on the shortcut and a drop-down will appear.

From the drop-down, you will need to click on “Pin to taskbar”.

After pressing on “Pin to taskbar” you will now see the RubiCRM logo appear on your taskbar at the bottom of your screen, like the image below.

Now you will be able to click on the RubiCRM icon and will be able to access RubiCRM through Chrome.

3.1. Homepage

The Homepage is the first page that users are directed to upon logging into RubiCRM and can also be accessed using the ‘Home’ button in the top left-hand corner.

The Homepage displays current statistical data in various graphs and also contains a message section.

This area is highly customisable and can be amended to display a wide range of Rubi-specific data.

3.2. Main Menu

The Main Menu is located to the left of the search box and enables users to quickly navigate to any section of RubiCRM. Some users may see more or fewer options within this menu depending on the user’s permission levels.

3.3. Quick search

The search function is located in the top middle section of RubiCRM and enables users to perform ‘Quick’ and ‘Advanced’ searches.

Quick searches can be performed by typing the first two characters of the record you would like to locate within the ‘Search’ field.  After the first three characters have been entered, RubiCRM will begin returning results below the search box.

Users can use the quick search function to locate the following:

• Record name
• Telephone
• Trading as
• Previously known as
• Company number
• CompanyID
• CompanyGUID
• Member number
• HistoricID
• Contact name
• Contact tel
• Contact mobile
• Contact known as
• Invoice number
• Export document number
• BookingID
• Event name (results within last 180 days and next 180 days)

3.4. Advanced search

Advanced searches can be performed by typing into the search field and then pressing ‘Enter’ on your keyboard.

After the ‘Enter’ key has been selected, RubiCRM will perform the search and return your results within a grid view by category.

Each header within this grid can be expanded to view additional information about that category.

The following columns by category are displayed if any part of your search has been found:

• CompanyID
• Company name
• Company email
• BookingID
• Business description
• Business category
• Business status
• Deactivated records
• Contact name
• Contact email
• Member number
• Customer/membership status
• Customer/membership type
• Representative
• Telephone number
• Postcode
• Company previously known as

3.5. Adding primary records

Primary records may also be referred to as company records or umbrella records. Primary records are the overarching records to which data is added about an entity or body. This could be a company, an individual or a guest.

You then have secondary records which are referred to as contact records. These are records contained within a primary record.

Although your primary record may be an individual you will still want to create a secondary record (contact record) for the individual within the primary record.

You can add a primary record from the Main Menu by going to "Add Record". This will present you with the "Add New Record" popup.

This popup will request basic information to create your primary record.

Records noted with an asterisk are required fields. You can determine which fields are required or not under Main Menu > System > Setup.

Enter the name of the primary record in the "Name" field and press enter on your keyboard.

As the field name suggests the "Record Type" notes whether the primary record refers to a company, individual or guest.

Click here for a short screen clip on how to add a new primary record.

3.6. Merging primary records

Your RubiCRM includes functionality enabling you to merge records. This option is available via the Advanced Search.

While viewing your results, select any duplicate records using the checkbox then click the "Merge" button in the top right of the grid.

In the popout panel type the name of the record you would like to merge to.

Confirm the action and the records will be merged.

Existing Contacts, Interactions and other Activities will be moved to the "Merge To" record.

Please note that no individual item values will be copied over as part of the merge process e.g. record website URL.

Records that have been merged from will be deactivated once the merge process is completed.

3.7. Welcome Message

In the middle of the Homepage, the Messages section can be changed by going to Main Menu > System > Settings to provide a current Welcome Message to all Rubi Users of your CRM system.

The message can be entered with HTML, like a webpage.

Adding links

To add links to your Welcome Message please highlight the text you want to turn into a link and click the link icon.

From here a popup will appear. Please ensure to fill out the information as stated below:

• Under the "Link Info" tab.
• Pick your "Link Type".

Add your link, email, phone number as applicable based on your "Link Type".

• Under the "Target" tab.
• Choose "New Window (_blank)".

Static Message

On the left of the Home page, there is a static Welcome to all users which usually identifies your organisation and welcomes the user by name.

This can also be changed by contacting RubiCRM Support. Like the Welcome Message, the message can be entered with HTML, as with a webpage.

3.8. Homepage dashboard grids/charts

Dashboard Charts can be controlled by you the user. RubiCRM provides a set of Standard Reports which you can locate from the Main Menu > Data Management > Reports area. Any report which has been added to your Reports Dashboard can be added to your RubiCRM Home Dashboard.

To add a Saved Report to your Dashboard visit the "Saved Reports" area of the Reports module. Click the "Add to Dashboard" button. If the report has been added to the Reports Dashboard the icon will turn blue.

If you then go to your Reports module Dashboard you can add the report by clicking the "Add to Home Page" button on the specific report.

Or if you are a Rubi System Admin you can add the report to all Rubi User's homepage dashboards using the globe icon.

From there if you navigate to the homepage Dashboard of RubiCRM and refresh the page you will see the following icon next to your Welcome Message as highlighted below.

This will open all your reports saved to your Reports module dashboard which can be added to your homepage dashboard. Select the reports you wish to add to your homepage dashboard.

Commonly Asked Questions

1. I've added my report/chart to the Reports Module Dashboard but how do I add it to my RubiCRM Homepage Dashboard?

To add your report/chart to your RubiCRM Homepage Dashboard reload your homepage. Once fully reloaded select the sections icon () from the "Hi <Name>" card.

A left-hand side menu will appear for you to select your report.

4.1. Overview

You might be wondering what the difference between a task and an alert is in RubiCRM. Well, the basic definition of each is...

Tasks

A task is a reminder that you can set up for yourself or another user in your RubiCRM system. Creating a task will add the task to the user's to-do list.

Alerts

An alert is just a way to communicate internally with other users in your RubiCRM system that an action has occurred. Essentially just a notification like a message.

View our video on tasks and alerts below.

4.2. How to view your tasks/alerts

To view your Tasks/Alerts you need to visit the Tasks/Alerts page.

The page can be opened from anywhere in RubiCRM.

Hover over the bell icon () where you can see at quick glance any tasks and alerts due.

To view the full list of tasks and alerts hover over the bell icon () and click View Tasks/Alerts.

This will open the Tasks/Alerts page showing you any tasks/alerts you have in the coming future.

You can use the date range picker to select the dates you wish to search or look for tasks/alerts from the past.

4.3. How to create a task/alert

There are many ways to create a task or alert.

You can create:

• A general task
• A task against an interaction
• A task against an interaction for another user
• A task against an activity item
• A task for an activity item for another user
• A general alert
• An alert against an interaction
• An alert against an activity item

Continue in this guide to see how you can create tasks and alerts in different ways.

4.4. Creating a general task

You can create a general task at any time on any page in RubiCRM.

Please note currently general tasks can not be associated with a primary record (company). This will be available in a future update.

From the bottom left selection of options click the bell icon ().

Create a general task for yourself

When you click the bell icon the Tasks popup will open.

Fill in the details on the left to create a task for yourself.

Create a general task for another user

When you click the bell icon the Tasks popup will open.

Fill in the details on the left and right to create a task for another user.

4.5. Creating a task against an interaction

Users can create tasks against an interaction to remind the user to follow up on the interaction on a specific date and time.

Select the Task For Self option to create a task for yourself as part of an interaction.

Once selected, enter the details for the task in the section shown below.

Click the video below to enlarge.

Create a task against an existing interaction

If the interaction has already been created and you wish to add a task against the interaction open the interaction and click the bell icon () and choose Add Task/Alert.

Fill in the details on the left to create a task for yourself.

4.6. Creating a task against an interaction for another user

Users can set tasks for other users as part of an interaction.

To set a task for another user, select the Task For Others option.

Enter the details in both the task and alert sections as shown below.

Click the video to enlarge.

Create a task for another user against an existing interaction

If the interaction has already been created and you wish to add a task for another user against the interaction open the interaction and click the bell icon () and choose Add Task/Alert.

Fill in the details on the left and right to create a task for another user.

4.7. Creating a task against an activity item

Users can create tasks against an activity item to remind the user to follow up on the item on a specific date and time.

Open the activity item and hover over the bell icon (). Select the New Task option to create a task.

Once selected, enter the details for the task in the section shown below.

4.8. Creating a task for an activity item for another user

Users can create tasks against an activity item for another RubiCRM user in the system. The task can be used to remind the user to follow up on the item on a specific date and time.

Open the activity item and hover over the bell icon. Select the New Task option to create a task

Once selected, enter the details for the task on both the left-hand side and right-hand side of the popup.

4.9. Adding your task to your Outlook calendar

When you finish creating a task for yourself you are given the option to add the task to your Outlook calendar.

The task will be sent to your Outlook via email where you can add the ics file to add the task to your calendar.

Opening the ics file will open the task in Outlook where you can save it by going to File > Save.

You will now see the task in your Outlook calendar.

4.10. Creating a general alert

You can create a general alert at any time on any page in RubiCRM.

Please note general alerts can not be associated with a primary record (company).

From the bottom left selection of options click the bell icon ().

When you click the bell icon the Tasks popup will open.

Fill in the details on the right to create an alert for a colleague.

4.11. Creating an alert against an interaction

Users can create alerts against an interaction to notify another user of a message and what that message is linked to.

Select the Alert For Others option to create an alert for another user as part of an interaction.

Once selected, enter the details for the alert in the section shown below.

Create an alert against an existing interaction

If the interaction has already been created and you wish to add an alert against the interaction open the interaction and click the bell icon () and choose Add Task/Alert.

Fill in the details on the right to create an alert for another user.

4.12. Creating an alert against an activity item

Users can create alerts against an activity item to notify another user of a message and what that message is linked to.

Open the activity item and hover over the bell icon (). Select the New Alert option to create an alert.

Fill in the details on the Alert popup.

5.1. Priority Level 1 (P1)

These issues are usually business-critical. They represent an issue for which no workarounds exist, there is a severe outage or an issue that cannot wait as the results will affect trade significantly.

Our SLA for P1 Tickets

To have provided an update within 2 hours and resolved within 4 hours of the ticket being submitted.

If the issue is caused by Rubi CRM and will take longer than 4 hours to resolve we at Rubi CRM must inform the client when we expect the issue to be resolved.

If the issue is not fully controlled by Rubi CRM and involves the client or their 3^rd party, a resolution time cannot be specified.

Please note these hours are considered within our standard opening hours of 9am - 5pm.

Client-wide outages will be communicated via our Service Status page.

5.2. Priority Level 2 (P2)

This usually represents issues involving a degraded service. This can be intermittent site or product issues generally resulting in a reduced quality of service. Usually, there is some kind of workaround or temporary fix available.

Our SLA for P2 Tickets

To have provided an update within 6 hours and resolution within 8 hours of the ticket being submitted.

This is based on sufficient information being provided in the initial request such as example company’s ID, contact’s ID, event ID, invoice numbers etc. If follow-up information is required by the support team this must be supplied in an appropriate time frame.

If the issue is caused by Rubi CRM and will take longer than 8 hours to resolve we at Rubi CRM must inform the client when we expect the issue to be resolved.

If the issue is not fully controlled by Rubi CRM and involves the client or their 3^rd party, a resolution time cannot be specified.

Please note these hours are considered within our standard opening hours of 9am - 5pm.

5.3. Priority Level 3 (P3)

These are general issues. Usually, that means things like product questions and development issues which are not affecting the overall product.

Our SLA for P3 Tickets

To have responded within 16 hours of the ticket being submitted.

This is based on sufficient information being provided in the initial request such as example company’s ID, contact’s ID, invoice numbers etc. If follow-up information is required by the support team this must be supplied in an appropriate time frame.

If the issue is caused by Rubi CRM and will take longer than 16 hours to resolve we at Rubi CRM must inform the client when we expect the issue to be resolved.

If the issue is not fully controlled by Rubi CRM and involves the client or their 3^rd party, a resolution time cannot be specified.

This SLA time does not apply if your ticket is multi-faceted.

Please note these hours are considered within our standard opening hours of 9am - 5pm.

5.4. Priority Level 4 (P4)

These are feature requests, custom work requests and bulk data update requests.

Our SLA for P4 Tickets

To have responded within 24 hours of the ticket being submitted.

Feature requests may be logged against our Product Roadmap or Product Backlog for consideration in our future product enhancements. These will be based on client demand for said features.

You will be informed if the item will be added to the Roadmap or Backlog and provided with an update when the item is worked on. Please note this can be months and in some cases years before requests are brought forward.

For custom work requests the team will gather specifications from the client and quote accordingly. Please note quotes are given based on the work specified. Additional requirements added following the quote will result in an increased quote.

For bulk data update requests if the client requests the Rubi CRM to carry out a data update in bulk for something which can be done through the CRM this will be quoted. If the data can not be bulk updated within the CRM we will carry out said update. This free bulk update applies only if requested infrequently.

Please note these hours are considered within our standard opening hours of 9am - 5pm.

6.1. Training sessions

When you first onboard with RubiCRM your organisation receives one complimentary training session included in your onboarding fee.

This is provided during the week your organisation goes live with the RubiCRM system.

Subsequent training sessions are personalised sessions and tailored to your specifications.

Personalised training sessions are priced at: £80 (ex VAT) per hour

To make the most of your personalised session we encourage you to provide a list of questions/topics you would like to be covered in the session.

We will quote the price of the session based on the time we believe the session will take. If the session exceeds the quoted time due to additional topics having been added to the session before or during the commencement of the session we will add this time to the session cost.

6.2. Custom development/request

RubiCRM aims to innovate and develop new functionality for the betterment of the RubiCRM user base. This development is driven by our Product Hub and the needs expressed by our clients.

In addition to the Product Hub, we develop new functionality based on our expertise.

We advise posting functionality requests to our Product Hub which will be reviewed by our team.

As each organisation is unique your request may not be something we can publish to the core system and require custom development.

Custom development is priced at: £100 (ex VAT) per hour

If you wish to make a custom development/request please submit a support ticket through the Support Centre.

We will quote the price of the request and require written approval before proceeding with any work. If the requirements of the project change following your initial quote and any additional development time is accumulated/anticipated this will be quoted separately.

Please note if your request exceeds 5 hours of development/work (£500 ex VAT) we may require an initial deposit before work can commence to ensure your commitment to the request.

6.3. Quest member mapping

The Quest integration is free of charge to use.

We offer one free mapping service.

This mapping service involves you exporting your current list of members within your Quest system. You can provide us with your members export from Quest so that we can map to your primary records in RubiCRM adding the Account Number per Quest member to the applicable primary record in RubiCRM.

For more information on Mapping Quest members to RubiCRM records please click the link.

Once you have used your one free mapping service any further mappings are charged at £25.00 (ex VAT) per each mapping thereafter.

7.1. Overview

Each month RubiCRM performs updates to the system.

These updates occur on the last Tuesday of the month meaning when you log into RubiCRM the Wednesday morning the updates will be applied.

We post updates to our Changelog which you can review and keep up to date.

Please note some updates require you to refresh your browser cache.

For Windows users

• Hold "Ctrl" + "F5" on your keyboard.

or

• Hold "Ctrl" on your keyboard + the reload button on the browser.

For Mac users

• Hold "⌘ Cmd" + "⇧ Shift" and then press R on your keyboard.

or

• Hold "⌘ Cmd" + "⇧ Shift" on your keyboard + the reload button on the browser.

Browsers may take several attempts at refreshing the cache before they ultimately do. We advise carrying out the above steps several times to be sure you have up-to-date files.

Some browsers require further action to clear the browser cache.

Please review our pages detailing the different browsers.

7.2. Microsoft Edge

If you use Microsoft Edge as your browser of choice please review our video on how to clear its browser cache.

Microsoft Edge can be particularly stubborn to refresh its cache and may require you to refresh the cache in the browser's "Settings".