Learn how you can turn your email marketing into amazing relationships with ResultsCRM integration with Constant Contact. Targeting and tracking email campaigns just got much easier.


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Good afternoon everyone. Thank you for making time to be on the call today. So I'm just going to activate my screen, you should be able to see the main screen and what we're going to do is we're going to go ahead and start live with the Results system. I'm going to switch from here. The system we're going to use today, we're going to focus on the Constant Contact integration, so I'm using the 17.1, which is the official shipping version, the classic version. Now please remember, I'm hoping that you would know, most of you on the call today, you would have received a notification on Friday afternoon that we have shipped 17.4, but I know that not everybody had a chance to upgrade to that, so we're going to demonstrate this functionality from 17.1, the classic version, that's what we're running from.

A couple of things. Just in case your Constant Contact is not already setup on your system, let's show you where that gets setup. When you order Results, and you only need to do this from one workstation, and it automatically impacts anyone that's already on the same server or on the same account. You would go to the configuration options, which is the options button up here. You will go to the integration, and then under the integration, you will go to the Constant Contact.

Within Constant Contact, you will have entered the username for how you as an account or as a company, that will be the account assigned to you under Constant Contact for your firm. You will enter in this case we have a sample firm that we're using, and then you will enter your password. Again, this is your password that is given to you by Constant Contact to log into the Constant Contact service. Effectively what Results is that behind the scenes, it's going to log in and access data for you, whether you're sending new lists over to Constant Contact, picking up lists from there, and/or looking at the results of the last campaign of campaigns you've done. All of that is going to be behind the scenes done for you by the system, but Results has to be able to login under your account, behind the scenes, get that information.

Now, to confirm that the user ID and password that you've entered are valid and working, what you do is you just click on this button. It will verify that the username and password are correct. I'm going to click on that, and I'm going to wait for a notification, and there you go. Results was able to successfully behind the scenes login to the Constant Contact account as if I went to Constant Contact and logged in within the same credentials. Then I click "OK" and that's done. I click apply and exit out of the integration.

Let's talk about what the integration does and how to access that. Under the context menu within the Results desktop system, under the integration section on the far right hand side, there's an option that says, "Constant Contact." That's your integration engine, and 90% of what you do with Constant Contact is done through this module. We're going to walk through it and walk through all of the options together.

The only other additional thing available to you on Constant Contact integration that's not here is actually on your Data Management Center for contacts. When you go a contacts record like Stephen Anderson, you're able to push this button called Constant Contact Events, and I'll explain that and come back to that later on. That's the only other component in Constant Contact other than the main integration engine that we're going to work from here. I'm going to go to contacts, Constant Contact, and let's explain what this module does. By the way, this module can be expanded. If you look at your bottom right where you see the dots here, that means you can stretch this open to a certain width and to a certain height.

You'll notice on the Constant Contact integration, there are actually two tabs. There's one tab that deals with list management, this is where you create or update lists. Lists are basically a set of records and results that you need to send onto Constant Contact to deliver a mailing of source. And, you also have another tab that deals with email campaign info. In this case, you're dealing with the results of a campaign that was already sent. Campaign is a term that Constant Contact uses whenever a mailing is sent to a set of people, that's referred to as a campaign. That's using Constant Contact lingo. Basically what we're saying is that these are the campaigns in the system and you're able to follow up and check on a certain set of campaigns. Whether you're reviewing one or more, we're going to go through that together from this section.

Let's start with list management. Depending on whether you already have the list or not, this dropdown here will give you the lists that have already been created. None has been created, we're going to go and create one together. Let's say I would like to do a mailing for newsletters. Whatever name you give here by the way is the same name that's going to be shown or displayed in Constant Contact. Let's say we're going to do a newsletters list. This is going to be a list of the entities that I'm going to send my newsletter to. I can say newsletter ... apologies for the typo there. Newsletter list. Here we can also do the same name in the description field, and then you're going to click on save.

At this point you've created a worker. This right now is just a labeled list that has nothing to do with Constant Contact just yet, because we haven't built it, and we definitely haven't sent it over to Constant Contact just yet. Just a name so far. The other thing that you have up here is in the add/remove from list, is that for this list, which is right now an empty folder or an empty shell, we're going to go ahead and find records that are going to be a part of the newsletter, and we're going to go ahead and push them in there.

One way to do it is click on the list of name searches. This also appears on the homepage, and results also appears on the advanced search in the module itself. This is a list of name searches that you have. The first thing I want to do is I want to look at all of the clients. This is a list that presents all of the clients and results, and that's the criteria for it, and then I can decide whether I want to include associates or not. In other words, let's say there are only five customers that are a part of the search criteria, and one of them has three people that are going to be there. You have five contacts and three associates that gives you a total of eight that are going to be sent out as a mailing. That's what you decide, are you going to include the people in the associates, or are you not going to include them? By default we include them.

 At this point, what you do is you say add records that meet this criteria we just selected to the list that has been created, the blank list that's there now. If I click on this record, the system will go in there and find out how many records belong to that list, and it's to push them into the newsletter list. The system will come up and remind you that at this stage you can select this tab up here called "Results Contacts & Associates in this List" and see how much has been added there. I'm going to click "OK," I'm going to go to that tab, and what you'll notice there is whatever number of records, in this case 74 names have been added.

The system will warn you that 19 of those have no email addresses. Constant Contact by the way refuses to let you use a contact that doesn't have an email address because it's a mailing campaign. It can't send what it doesn't have an email address for. Regardless of whether it's a valid address or not, if it does not have an email address, even though we might send it 74, it's going to reject 19 of them because of a blank email and not even load those into the Constant Contact listing.

A couple of things you can do up here. This is just for review purposes, to know what has come across. Notice by the way this record is an associate. You can tell that from the associate ID. Those can be sorted by name, by any of the fields that are there, so you can see what's in the list. You'll notice all of them have a type of a client, except of course for associates, because associates have a different data type, or a type in associates. The bottom line is every single record here except for the associates are clients, and the associates of course are a part of the client organization, and that's what we put on the list.

One thing to note up here is that you can go ... we're going to go back and add more to this list, because we're going to send the newsletter not to just clients but also to prospects and maybe vendors. We'll decide that in a minute, but now what I want to confirm is that when you see a mailing like this, we're going to put the data here, we're going to give you the option of engaging it. Let's say you decide for whatever reason that you don't want to keep ABC Corp in here, you're going to make an exception. You can highlight the record, you can actually even hold down the Control key and highlight more records, and then you're going to say, "Remove those records from the list." In this case I'm removing three, so I went from 74 to 71, and then 19 ... all of those had an email address, so there's still 19 blank email addresses even with those three records removed.

The other thing to note is any adjustments here can be made, and then before you send this over to Constant Contact, which we will export shortly, we can go back here and say for the newsletter we don't want just clients, but we're also going to include prospects. If I scroll down this list, and let's see what we have here. Sample data, named searches, there they are. That's your search criteria for your prospects, so we're going to include those in there. The system again reminds us that there's more on the list. Last time we looked there was 71. We added a few prospects, there were six of them it turns out, and now we're at 77 names.

Because it's a newsletter, let's also let the vendors know what's going on. We're going to add the vendors. That will be added to our list, so that list is now even bigger and bigger. 120 names, 46 of them have a blank email address. If you want to know which ones they are, you can sort by email address to see what's in there. That's a quick way for you to scan through and adjust the data. Also the type comes across, so you can always see who's a vendor, client, prospect, and if they're coming on from the associates, what kind of an associate type that they are,

When the system finds a duplicate email address, it's going to use red to show that. You see the word here that says "1 red duplicates?" These are two records in there with the same email address. Again, Constant Contact will throw one of those two records out. It chooses, it's not up to you, when you send the duplicate. If you know that you want to eliminate the vendor one because there's a vendor under that email and there's a client under that email. Let's say you want to ignore the vendor record, then you can actually highlight that. Now, the duplicates are gone, and you're down to zero duplicates. At this stage, you'll notice everything we've done is about finding a list and adding it to the corresponding list, manipulating the data, and getting this list ready to go. It's like a new bucket, and until we perfect it and have it finalized, we're not going to push it over to Constant Contact.

I want to demonstrate one more feature that's very important. Not only do we allow you or empower you to add records, let's say you want to find out anybody that has a balance due and for whatever reason ... that's not the way you're going to do it in real life, but for whatever reason, anybody with a balance due, you're not going to send them a newsletter. You know what? They didn't pay, we're not going to send them a newsletter. Maybe that's the right attitude, maybe it's wrong. It think it's wrong but anyway, it doesn't matter.

Here, what you want to do, instead of add like we have been adding, what you want to do is you want to remove records that meet that criteria. We're saying click on this button instead, which says, "Are you sure you want to remove the records from this list?" Now, the system's going to run our list of clients with a balance due, whatever they are, it's going to then go to that list up here, and that 120 ... wow, a lot of people owe us money I guess. That 120 names just dropped down to 60 names once we eliminated all of the people that have a balance due of greater than zero.

You'll notice then the ability to add to the list, remove from the list, and once you're happy with the list, what you do is you export ... I'm going to put the word test here because, make sure that this is known as testing, and not create confusion for anyone. Then, what we do is we say I want to do an edit up here, and we're going to put in testing. Okay. We're going to do a save. At this point, this is ready to go to Constant Contact. We're going to click on the export, and the system is going to go and check. It says, "Wait a minute, I didn't find a newsletter list up there, so I'm not updating an existing one. I'm going to create a new one. Will that be okay?" It will be automatically created in Constant Contact. We're going to say, "Yes, proceed."

What the system will do is it will show you a tally of how many records, and it will show you a scrolling list of numbers while it updates that list. That's it. Those names now are Constant Contact, ready for that list to be either defined as to be used by a certain mailing that you want to do. It's available in Constant Contact for use. One quick reminder, technical reminder. Constant Contact, because it's a large system, sometimes they have a lot of lists being loaded. It might take a few minutes for that list to be available. It's not always instantaneous. This has nothing to do with Results. What they do is they review the list, remove duplicates, if somebody has opted out, they will remove them from the list. They do a lot of manipulating of the list that is uploaded, but that's their algorithm and how they do it. We just send the list over. Before that list is available to you, Constant Contact might take some time to get things corrected and ready to be used.

If we login to Constant Contact right now and look at the list, we're going to find that the newsletter list has already been added and it's ready to go over there. You then as a user can go to your, or whoever does your marketing for your company, can go into Constant Contact, create a mailing using their editor, and then pick the newsletter list as who you're going to send that mailing, that newsletter to.

The second aspect then of the integration that we're going to cover now is the ability to have visibility, and that's the true power of what you can do with Constant Contact. This is visibility into any campaign that was engaged. If you click on the drop down, you'll see a lot of campaigns over here. It will show you the date in which it was sent, it will show you whether it was sent or draft. This was a test draft versus something else. I just showed you the list. This list was sent on November 3rd, 2017. There were 12 names on the list. Five of them clicked, ten opened, a click is a click-through, that means clicked on a link within that article. Sometimes email addresses get bad, so you bounce, that's the terminology that Constant Contact uses.

You have sometimes people that will opt out. They basically say, "I don't want to receive any more stuff from you." By the way Constant Contact holds that extremely seriously and they will refuse to let you send out to anybody that opted out without you engaging Constant Contact to make an exception. This is how they keep their rating so high as not spammers. As soon as a person ever requests to be opted out, you don't have to remember that. Constant Contact will remember that for you.

Let's go and take a look at that list. Let's say I want to see who are the 12 people that were sent that mailing. Notice how I have this drop-down that says, "Show me what you want to see." I'm going to click on sent and the system retrieves the data from Constant Contact. This is all sample data in this case, so this information is not in this database, but that's what you're seeing up here. The system will show the actual listing of who received the mailing.

You see those 10 that opened, let's say you want to see the 10 that opened. You click on the drop-down and go to opened. There's going to be a listing of 10 entities, and what the system has to do, it has to do multiple passes to see what is in each of those items, and what they clicked on, what was engaged. The system will continue to retrieve the data and fill the list for you.

You'll notice a couple of things by the way. Notice how Dawn for example opened this multiple times. The listing up here, there are 10 unique names that have opened this. Don't let this longer listing confuse or create a concern, this is ... you see Chris for example, Chris had opened this multiple times. Actually, this is Kristen, but you see how many ... one, two, three, four. This might look confusing but the reality is that this is every single open of that email, but there's 10 unique. If you go and summarize the names, you're going to find there are only 10 unique entities that did that.

Now let's go to clicked. This is a great one. In this mailing, there were than one link. What this is going to give you insight ... A couple of things first. First, up here we will go to the nature of the mailing, we're going to go and list for you every single link in that mailing. Notice there was a link to what's new, there's webinar, and there might be more. There's actually eight links. There's a survey, a couple of more items that were included, so there was a total of eight links, a link heavy mailing that was sent out. What we're going to be able to see up here is that there are five unique entities that are in this list, and these are the various things that they click on.

For example, Robin clicked on things under item number one but also under item number five and item number seven. What are those items? If you're not sure, you click on this and get that information from there. Click on five, click on seven, click on one, right? This is extremely strong insights of what's going on. Here's how you can start doing a follow-up. If this was a newsletter or an article and you now just wanted to find from this list from here to here, that these are the three people that were interested in that link. These are the two, four, six, eight, nine individuals that were interested in link #5.

Let's say you want to do a follow-up campaign to link #5. What you do is you select those names. Everything else got unselected, you select those names, and what you're able to do is what's called a mass update. Mass update allows you to go to create an activity. I want somebody to call them. I want let's say Frank, "Call re interest in link #5," and whatever other instructions that you want to give them, and you click on the add button.

Now, what's going to happen is that a to-do list item is going to go on Frank's plate for every single record that is listed up there that was selected. It's a very effective, very powerful way of having visibility into exactly what the entity clicked on and engaged, and based on that engagement, being able to create a follow-up campaign that's applicable and appropriate to the interest level that you were able to deduce from that link.

Let me exit from here. Let me show you this one more time. I don't know if I have enough data to show you what this looks like, so it might not have any results come back at you, but this is the end result of it. When you go to any contact record and you have done mailings from within those contact records, and those entities were part of your mailings, and when you click on this Constant Contact Event, this is the thing that we have not seen a single other system do, it's a reverse engineering and a lookup of all the mailings that could have happened until then.

What that really means is that if as a company, you have sent 50 mailings in the last year, 2017, and then you want to find out which of those mailings Anderson was included in, and on those mailings that he was included in, what did he do with the mailings? You could do this manually and that would take you probably a few days, maybe up to a week of the staff member doing that research for you, looking at every single campaign, figuring out what lists were on the campaign, finding out whether that person was included or not, and then find out from the results like we saw together of that search, whether Stephen Anderson was included in any of those subtasks within the follow-up campaign.

What you're doing is you're having the system do that. The system is going to go behind the scenes, look at every single campaign, figure out whether Anderson was included in that mailing campaign, and if so, run a mini report for him to find out where he was engaged, and then fill in this whether they opened the mailing, whether they click on it, whether they forwarded or they opted out, or even had a bounced email. The bottom line then is that this is instantaneous and it's an incredible amount of time saving from a manual research to being able to see the results of that search here.

And then for every entry, let's say there were five entries up here, we show you in the grid here, in those columns, whether they opened, clicked, forwarded, et cetera, but also when you click on them, on the click, on the campaign, you're also able to see the URLs within that campaign, like we did a few minutes ago, and the number of clicks within that URL. There were five URLs in one campaign, they'll be listed here and you'll see next to each of those whether there was a click or not for that person in the top level campaign.

All right, that's the extent of the Constant Contact integration that we have built into the Results product available to you in 17.1 and 17.4 and future products. Let's open this up for any questions that we might have. Amanda?


When you do a mailing and the emails bounce back, how do you handle that?

A couple of things. We're going to go to Constant Contact, We're going to go to the Constant Contact mailing, we're going to go to a campaign info, and we're going to go ahead and select a campaign. Let's say we're going to select this campaign. I don't know whether we have bounces on this one, last one did now have any bounces, the 12 users. Let's see if this is a different campaign that has a different set of numbers. Bottom line, let me give you a head start on where we're going to head with that. The ability to see a listing of the names based on any of those buckets.

This one had 11 mailed, 7 opened, still have no bounced. If you don't mind, to answer your question I'm going to pretend that the opened is bounced. In other words, if I want to see the bounced and there was three, I would click on this drop-down and it will go to bounced, and I will basically see the list of names that bounced. If on the other hand I want to go to see  opened, then I would have selected that list and then the list of opened would be shown here.

We're going to pretend that the opened are actually the bounced, because the mechanics are the same. I'll show you how to follow up with them. Once the list of bounces is displayed up here, then what you'll do is you will select them all, or click on this button, and what you do is you do a mass update, in this case all of the sample data, none of it has a contact ID, that's why it won't open. Similar to what we did before, let me see if any of those 11 here have it.

It's the same screen as we saw before, what you do is you go to the mass update, you basically select them all, do a mass update, assign the task for someone to contact them and work with them. Also by the way if that person is a client services person and is ready to do this right now, they can go to any of those records, click on the name, and right there, we see where it says, "Edit highlighted contact or associate record," when you click on it to open it, the system will actually show you that.

Let me go to the other mailing, that mailing does not have any names that match. I know this one has some, so we'll go here to show you what we're looking at. The ability here is that you highlight the name, you click on that button to see more details on the name, you select more than one record, and you click on mass update to create a single activity per record within that list, giving you the ability to follow-up with them directly. It's still loading. Let's see if we have another question while we're waiting on the screen to refresh these, Amanda.

Our next question is, is this information available in Constant Contact as well?

Yes, absolutely. In Constant Contact, you are able to see the results of the campaigns by logging in. The difference is that you would have to have the credentials to go into Constant Contact and be able to do that. That's a very big responsibility, because you don't want to give this to a regular staff member, because they can send mailings on behalf of the company, or delete the newsletter or mess with the contents of it. It's like a mass mailing to every single record on that list. But the person that has those login credentials with Constant Contact can go there and see the same search results, that's the power of Constant Contact all along, we just brought that down to the user level of Results. Any user in Results can see that data and take follow-up action appropriate to the results of those campaigns. Other questions? It's still loading, taking its time. Any other questions we have?

Let me just see here. Okay. Our next question is on the highlighted records, can you do anything when it's clicked on?

Great question. Right now the system is still loading data, so it's communicating with Constant Contact, pulling the data, so I won't be able to show you that specific function itself, but whenever you highlight any of those records in the list that came back, if you look at the bottom, next to the mass update there's a button called "Edit Highlighted Contact Record," this becomes very similar to go to the contact EMC, highlighting the contact record, and opening it directly from here. It will open up the actual data entry screen and allow you to work with that data directly.

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