Results CRM has been referred to as a “must-have for any business that uses QuickBooks.” In this demo, you will learn how you can track, manage, and grow your business with Results, the highest-rated CRM for QuickBooks.
Hello everyone. Happy Friday! If everyone could just please confirm that you cannot only hear me well, but also see our shared screen. Go ahead and just raise your hand or give us a shout out in the chat panel. Okay Susan, thanks for your raising your hand. Seems like everything's working smoothly. Great, I'm glad you all made it today. My name's Kalei White, I'm a marketing coordinator here at AbacusNext and today, we have with us, Sam Saab. He's the Vice President of Product for Results Software as well as its founder. We recently acquired Results Software just this year, welcoming it to the AbacusNext family. Results Software provides customer relationship management, project and business management solutions to a diverse client base. Results helps organizations of all sizes to streamline in their operations, improve efficiency, and increase their performance with its award-winning software and services. Without further ado, take it away Sam.
Thank you very much Kalei, I appreciate the introduction. Thank you everyone for being on today's call.
What I'm going to do is I'm going to walk you through a little bit of an overview of what the Results product contains and incorporates from a functionality, and the integration that it has. Then we're going to go into a live demo of the product itself. Starting from main screen here, there's a single screen that summarizes the overall functionality of the Results system. Starting from the top left corner, Relationship Management and Contact Management. Contact is a general term in the sense of representing any entity that you do business with. If you're a business you typically are dealing with clients or customers and Results lingo by the way is very flexible you can use either terminology, that you use within the office.
You're also able to work with vendors, able to work with all prospects, leads, etcetera. If you were to be a grass roots organization, you're more likely to working with members and or volunteers and/or donors. The system is flexible and generic enough to allow you to capture the lingo that is appropriate to the type of industry you're in. The relationship management is end to end information, so every piece of interaction with a client, any financial data that the user is authorized to see is here will be applicable and accessible. As you see there on, from the integrations with QuickBooks, the data doesn't even have to have been entered in Results, you are able to synchronize the data with QuickBooks and have total visibility for your client services for your sales team of historic information and accounting data. As well as document project management. Any information on the account is there in the relationship management component.
The next major functionality is around sales management, so it could be quotations or estimates that you send out or proposals. It could be sales opportunities and pipeline reports and forecasting reports regarding the opportunities that are being worked on. Typically, when you look at a CRM industry, which stands for Customer Relationship Management, we're lead to think of it as Contact Relationship Management, because it's really dealing with every entity you do business with. Typically, CRM accomplishes those two first icons. Where we start to differentiate ourselves within the Results product, as Kalei mentioned in the introduction, is that we also have business management and project management integrated in the system. What happens there is that your sales opportunities are effectively treated like a project that has not been approved. Its business, you're hoping to get, but now when you get that business, when the quotation or the proposal is approved, it's time for the rest of the team to deliver on that commitment, what was promised.
By the way, some of your resources might be subcontractors, not all of them are employees. Results time sheets understands that and when it sends you the time sheets over to QuickBooks, we'll separate out the data of the actual contractor versus employee and time sheets go to either payroll or to a bill to, to pay back, or to cut a check for the contractor whose time sheet has been approved and accepted. Billing management can be done in Results or it can be done in QuickBooks or a combination of both. Maybe you do the invoicing for the time billing components in Results. The other invoices are recurring invoices or other invoices are in QuickBooks. When you do a synchronization, that's bi-directional, we will send to the other system whatever data it does not have. Throughout, the use of the Results, whether on the sales and marketing side or the business management side, or even the field service management side, which is all part of our three products within the single product line, you have process automation.
Processes and Results are defined of one or more step that need to be conducted at a certain point. For example, you might have clients, or a prospect that agrees to a proposal, now they become a client. You might have an on-boarding process of the three steps for a new client. It may be a gift basket, or maybe a thank you note, a welcome letter going out. Maybe the President or an upper management person calling within a few days.
Whatever that process is, then that process can be captured in a single component within the Results system, and automatically triggered so the proper activities and follow up needed is assigned automatically to the other person. Maybe you have a three step process for a residential account, but you also work with commercial accounts that have a five step process, because you now, also need to have them fill a credit application for giving them terms. Maybe you need to request from them, their federal tax ID, as an example of a process. Now, you can set up those processes, and they will auto-trigger based on the kind of an account you bring on board.
The remaining two items at the bottom of the screen are dealing with mobility. We'll talk about that as well as the integration. They have their individual slides, so please line up your questions, put them in the question's area. If you have any questions that came up from that summary view of what Results delivers.
The next component here is the ability to do both mobile and web or if you use APC, the Abacus Private Cloud offering, which is the ability to work from anywhere using your cloud service to connect to your virtual desktops in a very secure fashion. Then, you're able to work with our desktop product and connect to it from anywhere, but you can also have a Results web mobile, which is an add-on available to you, that allows you to also work with the same data from anywhere at any time using a tablet, and or a phone. A phone device or a two inch or smaller diagonal screen, you're able to get an automatic different interface that is more appropriate and applicable to a smaller device, so you can see and know what you're working with. Instead of working with a larger screen design for a desktop or a significant size monitor.
The next aspect is the integration. So Results has two main things to speak to that. First, all the integration that you're looking at, I'm going to go through very quickly, has been built from the ground up by our team. Which basically means if there's an issue that comes up, then effectively you're going to get support directly from us regarding those issues, instead of being stuck between two vendors that are pointing fingers at each other, right. The bottom line then is you get direct support from us on those. The other thing about those integrations, is that they're built for the way companies worked in the past. Instead of creating a disruption, we walk in with the attitude that we're going to collaborate with the other products, and we're going to move data in and out between them to allow you to continue to use them if you wish to do so without creating a disruption.
Now, the data does not have to be double data entered, because you're able to enter it in one system, and it will flow to all the other systems that require it. That's why you have a hub and spoke approach. Results is the hub of data, everything around is the way you move data in and out of Results. Let's start from the top left corner, quick description of those items in case the icons are not very clear. We integrate with every version of QuickBooks that is shipping full stop, whether that's desktop or online. Not only that but actually on the QuickBooks desktop product, not only do we integrate with the US version of QuickBooks, but also with the Canadian as well as the UK version of QuickBooks. On the QuickBooks online, we integrate with both the US version of QuickBooks online as well as the, what's called the global version, which means it runs in any country.
Anything that you have in QuickBooks, it can be synchronized by direction in Results. Next item is Outlook. We integrate with every version of Outlook, from 2007, all the way to 2016. We capture emails for you including their attachments, we capture appointments bidirectionally, we capture contents also synchronized bidirectionally. Next one is Google Drive for data storage, cloud based data storage if needed. Constant contact integration for email marketing and communications and announcements. Very powerful integration, deep integration, where you can direct who you're going to send those mailers, whatever the mailers are, there could be a notification from accounting regarding a different way of doing billing. It could be any part of what you're communicating with your clients or prospects about even your vendors. Then, you have visibility from Results of what was done with that mailing. Was it opened? Was it read? If there were multiple articles because you sent a newsletter, which article did they click on? Where was the interest in those articles to make sure that you know how to follow up and direct your staff to do so.
Next one is SmartVault integration, and in that case, it's a document management for QuickBooks, that now can be also visible in Results, or captured in Results and visible in QuickBooks bidirectionally. Same thing with ShareFile. ShareFile is a Citrix based document management. Next one is SharePoint. Microsoft based, whether you’re doing them on premise exchange server or whether you're going through the Microsoft Office 365, which also, we supported that at AbacusNext directly, so you're able to get your data integrated as a contact management, or as a main SharePoint page. Next one is TSheets. TSheets is a great product for doing time sheet tracking for part-time staff, especially for field service technicians, it also captures the GPS location of where they were when they clicked and engaged the start or end of job that is assigned to a technician in the field. All the data can also flow to QuickBooks and can be used for payroll entries or for payroll creation for the part-time staff.
The next slide is just to summarize the overall list of modules in QuickBooks that we integrate with, so we do everything bidirectionally as you can see from the arrows. Time sheets is a special case, and that's because your calendar, and your activities are being tracked in Results and pushed over to the QuickBooks. It's really a one way direction from where the data exists to where it can be used for time billing and invoicing the clients and doing payroll and paying the vendors.
The next thing to summarize for you is that we have been independently reviewed by Intuit and had gotten one of the highest scores for a system like ours: 9.75 out of 10. The final slide to share with you is also a testimonial from the head of the Result program within Intuit, and that's the fact that Results CRM is a must-have for businesses that are using QuickBooks.
All right, let's go in and do a quick demonstration of the product, so what I'm going to show you here quickly is the Results desktop product in which you can deal with that. A couple of main highlights to share with you. First, the Results software is designed for ease of use. From that perspective, we tried to create things that are intuitive and are easy to access. When you are logging in, you can have multiple options regarding what you need to see or would like to see. You can figure that from here. I want to see my home page or not. I want to see my calendar or not. I want to see my to do list or my contacts, that I work on. You decide what's important to you and that's exactly what's going to happen.
The other thing is that the system knows who you are at any time, because when you login, it auto defines you and knows what you can and cannot access in the system, but we also make things very convenient, by creating a, my Results item. That basically means as, right now, I'm logged in as user Mary. Mary's an office manager with multiple responsibilities. When Mary says show me my contacts list, this is every single contact in Results in which Mary has some sort of involvement. She's either responsible for the account, or she's also acting in a role of a sales rep or a combination of both and that's what your contacts list appears, or show me my to do list, which could be color coded listing of what's important that needs to be done by her.
The other thing to note is that when I go to any module within the system, and I tell the system I want to manage the data, the way we help you manage the data is to create using an interface extremely similar to the way Excel works. Where everything is a spreadsheet and the main power, you know, of Excel is the fact that once you learn how to use it, it doesn't really matter what kind of spreadsheet you have open. You can just as effectively work with the list of your projects, list of your customers, list of your to dos, or activities, or deliverables. It doesn't really matter. We've taken that concept and moved it forward. Whenever you ask the system that you want to manage data, we're going to open up for you. The dynamic grid that can be opened multiple times, and it has data, and you are able to customize each user, within the company can customize it to the way they are, see the data, or the way they feel the data's important.
As an example, let's say for me, the way I work, I use email heavily. Email's a field that's sitting to the side of the screen, but I want to make it priority, and we're going to move it all the way to right here. From now on, unless I tell the system otherwise, anytime I exit or come back in and open up the contact records, email is exactly where I expect to be. Without effecting any other user in the system. I'm able to sort on one or more columns, I build a search by column, whatever and start searching. The system will not only limit the records to whatever fits the criteria, but it's also going to be limiting and showing me the count of records. In this case, I'm looking by last name starting with an S. I'm going to go to the first payment also and say S, these are the only records in the system that have both a possible value, so I can change the criteria to be contains, so the S could be anywhere. There’s a lot of flexibility and a lot of power in the way you can engage and work with data.
Also, as you work with data, so let's say I'm in the middle of doing some searches, or looking for duplicate records, the system, the data and now I'm going to engage another account. The person on the phone's last name is McKenzie, I'm going to guess on how McKenzie might be written, so I'm going to write it that way, click apply. Whoa, embarrassing moments right, so they're on the phone, they've been doing business with us, and I can't pull the record. We always say if you can't find them, you can't help them. The bottom line is we gave you tools to get you there quickly. You notice, since the name can be challenging on how it could be pronounced, I'm able to provide you phonetic search equivalent searches. What that means is this. When you check the box and click apply, without changing anything in the verbiage, I'm able to find you two records with the last name of McKenzie that sound the same even though they're not written the same for sure. You're able to do that by the way also on first name as well as a company name, so it's a very powerful search.
One other thing to emphasize is that just because the person called you and you did take their call, doesn't mean you have to disrupt or interrupt whatever you're doing. Whatever stage you were at with any of the previous modules, that you were looking at, that data stays there until you tell the system, I no longer need to see it. That's power and flexibility in how Results works for you. The other thing that I'd like to emphasize is the challenges that typically individuals have, especially in the small business world, where we're always busy, always running around, there's not enough hours in the day, there's not enough resources to get the job done. One of the main things that happens, especially when we get busy, is we drop the follow-up. We don't necessarily stay on top of, if he needs to be contacted. Oh wow, has it been really six months since they ordered from us, what's going on? One of the things that we've done within the search tool is to make extremely easy for you to do those relationship follow-ups and make sure that no one falls through the cracks. What does that mean?
If you look at the standard search up here, you see the stack of possible values in which you can do searches, so here's what I can do. I can come to the system and say, I'm looking for anyone, so I check that mark, that I've had no activities from us in let's say 30 days. They have not called us, we have not called them. There have been no communications. You know what, they also haven't even asked for a quotation in 90 days, so it's been three months or near three months with no request for anything from us. They haven't even ordered and invoice, not a single invoice in 180 days. That's a pretty significant indicator that there's something wrong. Actually, any of them might be, but the bottom line is that in Results, you can even stack them, or include them all in the same search. Now, when I click apply, you'll notice the system brought in quite a bit of records, but you know what, there's also vendors in here. Obviously vendors are not going to have invoices, so why don't we go and limit our search, the same search, but now we're going to limit it to the major accounts, so we're saying hey, we consider those major accounts, and we haven't heard from them in that many days, or gotten an order and so the system found seven in this example. Here's what I can do with that.
One of the powerful things in Results is allowing you to do things electronically and digitally that would have taken too many steps or would be too laborious to do manually. See, you'll notice what I'm going to do right now. I'm going to take those seven records that really require immediate attention and follow up. You know what, I'm not going give them the Jane Stevenson, I want to call Jane directly and so, there are those records other than Jane, that I'm going to have one of my best salespersons call and engage them. How do you do that in Results? You click on mass update, you go to the adding activities and mass notice. By the way, the system will summarize for you, what you're dealing with, six records, seven less one, is those. I'm going to have a call be done by Jessica, my best person to make those calls, call regarding lack of activity. As a direction from a person that we need to do the work. We're going to click yes, and now all of a sudden, behind the scenes, there are six activities that got assigned and cross referenced to those accounts and on Jessica's plate directly. Other systems would have you print this or send it to excel, hand it over to the person, which we'll have to individually look for each of them. Then, when they find the record, they're going to have to add for themselves an activity to call...
That’s just way too many steps, so let's show you exactly what's going to happen here. Let's pretend to be Jessica calling in. I mean logging in from another location, from another state, from another country, whatever Jessica works from, so this now is Jessica in here. We're going to go to the home page, and we're going to click on my to do list. You'll notice that Jessica has six items on her to do list, and they're all phone calls. If you scroll to the right side, you can see exactly who she needs to call. The way Results has a beautiful work flow around the ability to follow up with entities, so you're able to right now, Jessica's ready to start her day. She's going to select all six records. She's going to click on open, and the system right now has loaded all those six entities here and Jessica can see who she needs to call and proceed to make the call. Then, as she's done, she can check each of those records. Jessica by the way is a pretty seasoned salesperson, so she is smart enough to know, not to call without, and step on a landmine, before knowing who she's dealing with. Yes, she has the name, yes she has the phone number, but does she know where they stand?
What she's able to do without exiting the screen is request the full profile on that Mr. Williams. What's going to happen here is that she's able to, for example, go and look at the activities and see if there's any other activities. Maybe there's a complaint awaiting follow-up. Go and look at the finances and see if there was money. No issue, so she can proceed to make the call, when she's done with that, she can complete it. She can go to all activities, she can even create follow-up call or a follow-up meeting. Now, we go into the next person and from there we're going to be able to open up the record. See if there's any financials. Oh, they owe us $22,000, not a single payment coming in. I bet you if we call them, we need to be able and ready to answer questions. This is what they ordered, these are the line items that were on the order. Have we received a single payment? Not at all. Are there other activities? Yes, there are. Any of them pending? The bottom line is that Jessica's able to wrap her mind around the account itself, with full access to information needed, make the phone call and bring closure to that account. All right. This is a limited time to demonstrate this, let me pause, turn it over to Kalei and see if we have any questions that we can answer for you.
Q & A
Regarding Outlook integration, how does the email capturing work?
Lets say you've received an email this regarding a voicemail that was automatically sent by the voicemail messaging system. We want to basically take that email, capture it into the Results system and create a followup activity for someone to call or respond to them; the way we do that is in Results under integration. The integration is signified by a single button called Quick Add after the system assures you're ready to do so. It will take the sender's email address, and then you'll want to locate their corresponding account so the email and account will be linked together.
Additionally, the body of the email will be stated in the notes.The most critical, important thing is that we also capture the document, the email itself as a document. Log into Results and look for that record itself. In this case by the way, In the search engine, you can search for anything you want; an email address, a name, a phone number or anything that you have on the account to bring it up. Using the search engine you will find the Results software account, I'm going to go over to the email messages and now locate the linked email.
You're able to now instantly open up the email directly from Results without any dependency on the email staying in the inbox Now, from here, this is still complete - You can actually even listen to the voice message directly from within the email that you responded to in Results. Additionally, you can even do a reply to from here if you prefer. A lot of power in how you do that.
Can I install the Results software on my own server or does it have to be hosted?
No, that's the beauty of the way Results is structured - It's flexible! If you have your own server, infrastructure or you want to install it in house you're able to do that. You're able to even install the Results web mobile on your own server and publish it out for your staff to use it on a phone or a tablet, or a laptop, or a mobile device. The other option of course, is to put it on our Abacus Private Cloud (APC) awesome secure hosting. You can even host it on other locations that might provide hosting for your QuickBooks. What you'll have is Results in the same place where QuickBooks is sitting. You have multiple options, and a lot of flexibility in where Results can be installed, and your data file relating to Results, and integrated with QuickBooks can be installed.
Can I get the Results CRM by itself and then upgrade to Results Business Suite when we need to manage projects?
Yes, absolutely. You can start with CRM for sales and marketing and as you grow the business, it doesn't even require a software reinstall. The only difference is the license is upgraded; you'll ask for the Business Suite and then magically the additional menu options become accessible and available with the new Results system. The point is that it's all one system, and you can actually license and utilize it in different portions: Sales and marketing as CRM, service and project management, time sheets, finances, invoices, payments, purchase orders, etc., all of which can be coming in as Business Suite.
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