Get your team working like a well-oiled machine in this Results CRM Free Training Friday webinar. Learn to standardize follow-ups, create project templates, and automate workflows.
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Hello everyone, and welcome to this Results Free Training Friday! My name is Kalei White, and I have here with me Sam Saab. He is the founder of Results Software, and the VP of product for Results, here at AbacusNext. Take it away, Sam.
Thank you very much, Kalei, appreciate it. Good afternoon, and good morning to some of you on the west coast today. Thank you very much for making time to be on today's presentation.
So, what we're doing today is, we're going to go through automating covering the subject line of automating processes, and supporting your work flows with the results.
So, first, here's the agenda of the details items that we're going to cover. First, for those of you who are new to the Results system, I'm going to give you a quick overview of the product line and the integrations built in. Then, we're going to go through the three things that are on processes and workflow. So, designing processes, we're going to show them how these are designed and resolved. We're going to show you how to convert those processes and see them in action. We'll end up with activities without double data entry, or even manual data entry. They're automatically pushed into the system. And the last one with be about automation. We'll show you a work flow on the automation, where activities are being created around a certain work flow in your system. The final one, of course, is when activities are assigned, then you have the opportunity to come in and see which ones of them have not been completed, and or passed you, and do the follow-up necessary with your team. This will be a 20 minute presentation, and 10 minutes worth of questions and answers.
Results Product Overview
First, for those of you not familiar with Results, Results has three different products. One is the base product, the award-winning product, Results CRM. There we're dealing with relationship building, processes, automation of processes across all departments, which is at the heart of what we're going to do today, in today's training. Document management, in context of who the documents belong to, being, getting on top of the marketing aspects. Sales, and marketing, as well as marketing and follow-up with communications with your customer base, vendor base, subscriptions, subscribers, suppliers, any entities that you do business with, as well as the full sales management, sales forecasting, sales tracking.
We also have the Results Business Feed which builds on top of the Results CRM. It latches to it, it's like an add on that just adds functionality. If you're using the Business Feed, you already have the CRM included in there. And so now, the rest of the company can deliver on what was promised by sales. So, there's a left hand and right hand working from the same sheet of music, knowing exactly what's going on, scheduling and delivering services and/or products and services combined, managing projects, resources, time sheets, billing, anything to do with basically managing the business end to end in any department.
The third, and this is a more specialized tool for those that also have field technicians, or sales representatives in the field, or installers, or any entities that work outside the physical office and need the ability to work from a mobile device, ability to pick up their assigned activities, which we're going to see how we're going to do those.
Those are our three product lines. You may be using one or the other, but that's how the Results product line builds. Results also, of course, has the desktop and the web, so here, what you're seeing is a desktop product on the far left-hand side. This is any tablet or laptop using Results Web Mobile. And in the middle of the screen is the automatic switching to a mobile screen, or a mobile support on the screen, so that it can work directly from a phone that's two inches diagonal, or smaller- you'll have that specialized screen so that it's easier to work with it.
The final thing to note is the integration. So, we integrate with many things that you use day in and day out, so that you don't do double data entry. The data moves electronically and digitally between the two systems. Starting from the top left here, Quickbooks Alt versus Quickbooks desktop or online, US, UK and Canada. On the Outlook, all versions of Outlook, email capturing, activities and appointments. Google Thrive, on the top right, Constant Contact for email marketing and official communications with ability to monitor who received it, who did not, what did they click on, what did they read, or did not read. SmartVault for document management in Quickbooks. Sharefile for document management, it's a Citrix-based product. Sharepoint, if you're using a Microsoft 365, or similar product. And the last one here on the bottom left is TSheets for part-time staff and time sheet tracking in the mobile device. Alright, this is a quick catching you up for those of you who did not know, or new to the Results system, and what Results delivers from a product line and functionality.
Processes in Results
Now, let's get into the heart of the processes. So, when you bring products like Results in, it's all about minimizing manual activities and manual data entry, whenever possible, so that you're able to get the work done. So, what we're going to talk about here is defining the processes and how to do that in Results. So, based on the nature of what we're doing here, we're going to get the subject matter from the agenda, like this one. We're going to pause the display, and we're going to switch into the Results. In this case, I'm using the Results desktop product to demonstrate that functionality.
So, what we're dealing with here, is dealing with defining processes. So, you do that in Results from the Setup menu. This is where you set up all your tables, where you set up your users, and here is your processes. It's just another button within the set up area. And so, when you click on "maintain processes," in this case, the examples that I have set up for you today is, we have a process, or actually, four processes that are defined. First, let me give me the big picture of what, using Results, what a process is. A process is basically one, or more, activities that need to be triggered at a certain, specific event. Now, some of those events might be predictive, and some of those might be un-predictive, and I'll explain what those two types of processes mean, as we go through those examples.
So, the first process that I defined here has a name of New Customer, but the name could be anything you want, it just needs to effectively make sense to the user. Because when the user engages and say, "I want to run a process," especially for the un-predictive ones, they're going to be able to see this list in this column, is what they will see listed. So, make sure that that name is consistent with the verbiage you use in training them, or matches their expectations. So, in this case, I defined a process called New Customer. And on the right side here are the details around that, effectively, we have three activities in this case, for a new customer. We're going to call them within in one day. So, this is the column that says days. We're going to send a letter within two days, and we're going to set up a meeting with them within seven days. Of course, your processes might be totally different, this is just sample data.
Also, you might have different accounts that say, you do business with commercial accounts. And you do business with residential accounts. So, what you might end up doing in your company, in your case, is set up a New Customer Residential, as a separate process from New Customer Commercial. And then maybe on the commercial you have an additional agreement or payment form, or a net form that they need to fill, and that would become an extra step in that process. So, you can separate the distinct processes, based on the reality of your business, and what you want to have the system memorize and automatically implement for you.
We also built a process for a New Lead, that's a call, an email, and then a follow-up call at the end. By the way, you'll notice, also, that some of those can also be assigned to a specific person. Like, there might be a specialized, you'll see it's here it's under Complaint here in a second, there might be a specialized entity that you want to handle the complaint. And so, these would be pre-assigned, as well as, you can put a short description regarding what you want to be done within that activity.
So, for a prospect, we have a letter and an outgoing call. Now, these are all predictive and you'll see how we implement them in a second, as a predictive process. What I mean by predictive is, you would know when a customer - when a prospect becomes a customer, or somebody calls in as a referral, and you make them a customer. So, you can go in Results to the contact types and say, when somebody becomes a customer, we're going to automatically run this process. So, it's run for you without any further engagement by the user.
Some are un-predictive. In this case, we have set up a process for handling a complaint. An outgoing call is sent by the service manager, a call by the manager to discuss the concern. And then, within three days, we're going to do a survey, to make sure, or you know, questions answered. Or somebody will call with the ability to confirm that this was handled properly, and to their satisfaction. So, this is un-predictive, because you don't know when the complaint is going to come in, so you would need to be able to empower the user with ability to engage that at the right time.
So, these are the processes, that's where you set them up. And for predictive ones, you can go to the Contact Type. So, this is a look up table for setting up your contacts. And, you'll notice what I did here. I went to a certain type of customer, and I said, "When this kind of customer is added to Results, then this is the process New Customer that we want to happen."
Same thing with irregular. Now, again, I could have a separate process for major versus irregular accounts, but in this case, I did not. I can also set up a process for leads. So, when a lead is brought to the system, a lead is like an un-qualified prospect, is typically is what a lead is. So, you'll have a process for leads. And, when they become a real prospect, then you have a process for a true prospect. Or, you can others for vendors or, a need for any type of record, you can have that. Alright, so this where we're dealing with defining the processes. So, let's continue with the next step on the agenda.
That's defining your processes. The next one is to actually do the process management. You're converting the process into the actual activities. As I mentioned before, some of them are predictive, some of them are not. So, let's go take a look at a predictive process. So, I went in and engaged the Contacts, clicked on Manage, now I'm managing my list of records in the system.
Let's say I'm going to go look for prospects, and I'm talking to this prospect, Steve Harold. And, when I'm dealing with Steve Harold, we had an activity. We had a meeting. We put a proposal in front of them. They got excited about moving forward, they decided to become a customer. I can go to the Special button up here, or I could have done it, also, from the drop-down, as you know. So, you can always work from the drop-down. I like to use this special tool, unique to Results, that basically allows you to see what your options are.
I know they became a customer, and they're going to become a regular account. So, I'm going to select that. I just converted this entity from a prospect to a regular account. I'm going to switch over to the Activities tab so you can see what's going to happen shortly. And now, I'm going to commit the change I made. I'm going to hit Save. As soon as I hit Save, the user is not burdened in remembering what they need to do. The system, on its own, monitored and watched, and noticed that this just became a regular account. So, now, the new customer process has been triggered. It will notify the user. If you keep your eyes on the Activities tab, you'll see a bunch of activities got inserted automatically in the system. And they got scheduled based on today's date, and the future dates based on the number of days we set the process needs to have.
By the way, any time you open up an activity, that's created based on a process in Results, when you're looking at the activity itself, there's a processes tab that is available right here. And when you click on it, it will identify the process that you click on, that this is step #1 out of this process design. This is step #2 out of that design. This is step #3 and it puts you at 100% complete when you're done with it.
This activity, on the other hand, is not part of the process. So, if it's important to you, as you monitor activities that have been inserted automatically, you can see whether they were part of a process or not. Alright, let's take another - so, that's an example of a predictive, and the system took care of it for you.
Let's look at another type of example. In this case, we're going to go to a Client. And we're going to say that this major account had a concern. So, they called in. We opened up their record, we went through their activities, had a conversation with them, recorded in activity. But, now they had a complaint that they need to bring up. So, notice here at the bottom here, where you have the activity process. Instead of the user having to remember to put the process in for the manager to call them, and then to schedule a survey as a follow-up, we can actually have the activator processes a button, and then everything that you've offered to your users, in your office, are available as a list of processes. In this case, add a complaint. You click Okay, and whatever we agreed to, there were two steps on that. Have a service call, notice it's Dmitri. And right now, by the way, I'm logged in as Mary. So, in Results, the rules on a process is that if you trigger a process, unless the item is specifically assigned to another person, you own it. So, in this case, Mary is responsible to do the follow-up, the survey follow-up, later on, after Dmitri is done with the call, that's assigned to him, for making sure that we bring closure to that case.
Alright, so, let's go back to the presentation. And go back to the next item. So, this was, define your process and process management. So, okay. So we just finished converting each process to a set of activities that are now assigned automatically to your staff members. And this was, predictive or un-predictive, but regardless, the end result is that all those activity records, with all the notes and all the information, and all the things that need to get done, have automatically been inserted for you, within the Results system.
The next one is, workflow automation: assign trackable activities, again, without data entry. So, let me show you an example of that. As many of you know, in a recent release, late 2016, early 2017 release, we have introduced the relationship-saving feature with the search here. So, you'll notice how you have the search area, where you have the standard search. Let's actually do this as a separate tab. So, I'm going to leave those other things behind. And what you do here, you see those multiple sets of things that you can search on. I want to look for an account that has had no activities, no incoming, no outgoing calls, no interactions with the user, in, let's say, 30 days, is my tolerance level. Obviously, you can put any number you want. I also want to say, and they have not gotten an estimate from us in 90 days, and there has been zero billing. Not a single invoice in 180 days. And notice I made them cumulative, then all three facts count. So, I'm defining this as a problem area for things that I want to monitor for. And, I'm only doing this for major accounts.
So, any major account that has those gaps in it, we have a relationship management problem here. And so, we found seven of them. And so, from an automated work-flow, normally in another system, you might print this list, give it over to a user, and the user would be responsible to go follow up with them. In Results, you can do this in an automated way. This is how you would do it. You would check this box. All of those are selected. Maybe you want to take Jane out of the list and handle that in a different way. So, that's all your options. With the items that have been selected, you click on Mass Update.
And one of the three things that you can do in Mass Update, is to create an activity. Let's say you want a phone call, and you want your top person, let's say Jessica is your top person in client services, and say, "Call and save relationship." So, you'll notice this is, by the way, summarize [inaudible 00:18:31], which you're doing, we had seven. I took one out of the list, so there's a total of six assignments being done, where Jessica is going to be responsible. And these have been built. And she's going to be responsible to follow up.
Now, let's leave this up here. And, as you know, in Results, you can run multiple copies of Results on the same system, if you want to. But, you just have to be logged in as a different user. So, I'm going to start up another system, and this time, I'm going to log in as Jessica. And what I wanted to show you is that, if Jessica logs in from a different work station, and she goes to her to-do list, she's going to have whatever was on her to-do list, and the six - well, she didn't have anything else on her to-do list that were open, but now she has six assignments, six phone calls to make. And these are the people that she needs to call. So, in Results, there's a workflow, a process, that Jessica can follow.
So, you can select all those six calls that she needs to make, and she can click on Open. In this case, this is called a call campaign. And you can do this is Results by selecting the multiple records. And instead of having to go in and out of those records individually, all the six records are going to be stacked here, ready to be engaged and worked with. And so, Jessica can take any of them and work through those. So, Jessica can see who she needs to call, the phone number, and be able to dial the call.
Now, Jessica happens to be, well, this is great, all together, to this point. But, Jessica happens to be a very experienced user. So, she knows not to call the person without stepping on a landmine. A landmine is when you call a person that you don't know, on the receiving end, what's going on with that relationship. So, in Results, you can click on this button, that says, "Show me the full profile on this account before I call them." So, it will automatically bring the data to you. Now, you can go and see if there's other activities going on. See if any of them are pending. So, these are all the open activities that she might be aware of. Maybe there's already a complaint from this customer. Maybe there's other issues that she needs to be aware of, so that she's not surprised in anything with the interaction.
We can also look at the financials. Oh, boy. They owe us $6,000. So, let's look into that before we call. These are the invoices and the dates of the invoices. That's from 2014 and it's still open. If they argue that they sent the check, we can look at the payments. And this is every payment that was received from them, at any time. By the way, it doesn't really matter when those invoices were entered in Results, or they were only entered in Quickbooks. Every line item of every invoice is here. Every invoice is here, and every payment on any invoice, assuming, of course, her security rights allow her to see it. But you now have a full profile. Maybe she wants to be careful about how, whether she offers to sell them anything else before they pay, and insist on payment, or whatever's past due since 2014. So, this is the knowledge that she can gain on the relationship, before she calls. Let's say she makes the call, takes a note. Click on Date and Time tab, puts her notes here.
Obviously, and then marketers completed, she could also engage the status if she wants to, say this is complete. As we all know, in sales and client services, whenever you take an action, there's always a follow-up needed. So, you can go to All Activities, add a follow-up to this, and basically say, the follow-up is going to be maybe, based on this conversation, we're going to meet to discuss whatever. And, in this case, Jessica's going to go ahead and assign it to the manager, the manager, in this case, is going to be Kathy. And so, this is now ending up on Kathy's plate, and because this is being entered by Jessica, and she's putting something on Kathy's plate, she can get notified, you want to let Kathy know that there was a new activity. Then an email will go out to Kathy if she decides to do that.
Alright, this is basically it. Let me show you where we are with these slides. So, this is the work flow automation, and now the, from a monitor perspective, all those activities, whether they came in from a predictive process, whether they came from un-predictive process, or they came in from this automation. All of those are now sitting in the system. And then you simply, as a manager, can go into the activities management, or to your Home Page, and look at what activities are still outstanding, or which ones were completed. And be able to review and take action. Notice that there was not a single data entry. I did not enter any single one of those activities anywhere. They were all part of automation, work flow automation, and all processes. But, the point is, now the activities are in the system, and then you're empowered to note and find out whether the work was done or not done, and follow up accordingly as a manager.
How do you know what activities are assigned to a staff member?
What you're able to do depends on how you want to set this up. So, first, let me exit from Jessica's session. And this way, we're still connected and logged in as Mary. Mary's an office manager. She has larger responsibilities across the system.
So, in Results, you leverage something called a Home Page. And the Home Page of an entity is set up based on what they're responsible to do. So, based on the responsibilities. It's basically known as KPI's, Key Performance Indicators. So, for each user, Mary wants to know what's going on. So, she can see a list of all activities, and all pending activities. So, there's 47 outstanding activities that have been assigned, that have not yet been completed, and can be reviewed here. So, she can double click on that, open up those 47 activities. Activities in Results can be color-coded, based on their importance, or any other criteria you have. And, in this case, you can take the Assigned To as a column, drop it into this grouping area, and now she can see that Admin has those activities. Dmitri has eight, and these are them. Frank has five. So, this is a quick way for you to do it.
By the way, this is digital review. In other words, there are still five, you'll notice, out of the six, we completed the one for Jessica. There are still five on her plate. And you're able, from here, to drill into any of those. There's one on Kathy's plate. Remember the meeting I've got scheduled for Kathy, based on the call by Mary? There it is. And, if you look at the Billable tab, which has the summary of it, you'll notice that Jessica is the one that assigned that. So, there's a view of being able to see what was assigned to all or some, and then be able to drill in from there, to see further details.
Are these are processes already programmed? Or, do you set them up per user?
When you receive the Results system, if you have not worked with processes at all, and you click on Maintain Process, you'll see just one sample one. There's a small sample one called New Customer. That's all we have, because each company has different rules, or different work flow, and different steps that they want to take, of you know, how many types of customers they have, what are the process to onboard a customer. And sometimes it's specific to the type of customer, residential versus commercial versus government, and state versus federal. And sometimes, a company can have complex, multi-step processes, with connection between one another. What that means is that, you'll start a process, but you're not ready to do the rest of the process until the milestone is accomplished. And then, everything else gets scheduled from whenever that gets completed. All of that is supported within Results, so each account we'll set up, as part of the configuring of the system, they'll use the default look-up tables, or modify them to their preference, they do the same. They can modify the new customer one, and create additional processes for their company.
Can we set up a series of activities and assign them to a staff member automatically?
From a functionality perspective, the answer is yes. But here's the bottom line. On the user, when you're setting up your users in the system, in this case I went to the User Setup, from the Setup menu. Let's say you go to Mike, and see this button here that says, "Is he allowed to use the Mass Update module?" By default, the Mass Update module is pretty significant, because this can modify and change thousands of records with a couple of clicks. And so, by default, it's not given to any user, unless the administrator decides to do so. So, if I want to empower Mike to be able to do what I just did with the automated work flow, I will come to his user record, again, assuming I can get to this screen. And this is only an administrator can get to it. And we will go here and say, "Allow Mike to use the Mass Update." As soon as you do that, next time Mike logs in, the system will let him click on that Mass Update that I used earlier to create those mass activities, or activities in Mass, based on whatever criteria, the search criteria was to find those records.
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