Being adaptive, collaborative, and responsive are necessary skills when we live in a world where one bad review or client interaction can pull the rug out from under us at a moment's notice. In today's Free Training Friday demo, we invited Sam Saab, AbacusNext's Vice President of Products- Results Software, to give us an overview of their much-loved customer relationship management (CRM) tool.
About Free Training Friday: Since the beginning of 2017, we have been holding these free, 30-minute training hosted by our industry-leading experts and innovators who will teach you about AbacusLaw, Amicus Attorney, the Abacus Private Cloud, and everything in between. If you would like to request a topic, please email firstname.lastname@example.org.
Welcome everyone! Today, I am going to cover the Results product and the features that will help you better manage, run, and grow your business.
First, we are going to go through four slides to give you a quick overview of the Results product. Then, we are going to go from there and do the demo and then we will take on your Q&A session at that time.
All right, first is the overall features of the Results products. Results has three products:
It has Results CRM, this is more for sales and marketing functionality
We also have Results Business, this is for taking on the CRM portion, building on it, and expanding its feature across the full business, every department, every employee, and every resource would be able to share in the relationship management and working on the business.
The large, the third product is the field service. That takes the CRM and business management and adds to it the field service component. So, your technicians in the field, your installers, and your sales individuals, anyone in the field representing or remotely representing your business would be able to then work with those components to then tie everything together.
Let me go through those items and just touch on the main features. The core functionality of all of our products is about managing relationships so that you are able to build out the business and create loyalty and referrals, and then take care of the clients, prospect vendors, suppliers, subcontractors, etc.
For those of you that are in grassroots organizations or churches and associations, you will be dealing with members, donors, volunteers; any entity that you do business with and interact with is managed through the relationship building with the full visibility of the interactions with that entity.
The next key component is sales management. You are dealing with quotes, estimates, proposals, communications around those proposals, anything to do with managing the sales including pipeline management, pipeline sales management, and being able to stay on top of what activities are being conducted and to follow up with those prospects. Those two icons now on your screen effectively represent the Results CRM product as sales marketing, management, follow up, and engaging entities. Where Results starts differentiating itself from other CRMs, and there's tons of CRMs on the market, is when we understand that the point of, managing, and growing a business is not just about creating sales, it is delivering on that goals promise and delivering on that commitment. What we have done, you will see, the next row of functionality is on delivering that additional value. Once the order comes in your now able to schedule work and be able to ship products or a combination of both. Sometimes if you are in the business that delivers products and services at the same time you're able to do both and tie them together.
You also have project and resource management around those product. We also have the ability to do time sheets based on computed work and work that is promised but has not been delivered and managing those deliverables. The ability to do time billing from those time sheets is all built into the Results products so that when you deliver services that are billable then you're dealing then with the ability to create invoices directly and results to match up to those commitments and those deliverables. Then, being able to collect on those invoices whether through credit cards through the system and or later on you are going to see the QuickBooks integration.
We actually manage invoices and accounts receivable for you, but we can also have you manage those in QuickBooks or a combination of both. Maybe a recurring invoice comes out of QuickBooks because they have an excellent module for that. Contractual or recurring billing goes from QuickBooks but time-based billing computed work that your team is doing can be handled all directly from Results and those invoices synchronize by directionally. With QuickBooks, each system gets its own information to run with.
The third row, on the left side, the icon there is “processes”. Throughout the system whether on the sales and marketing, whether on the business management, whether on the field service, everything about processes is tackled by Results Software. Processes are the workflow that you want to accomplish within the business. Some of it can be handled automatically by the Results CRM system.
For example, you can program Results CRM to say whenever we have a new prospect asking for a proposal then these are the steps that we need to do. We need to have a sales person assigned to the task. We need to have a sales person assigned to the task. We need to have a sales manager call within three days to confirm that everything is going well. Then, we need to send a thank you note that goes out from a different department that does the communications and the marketing side of the business.
Maybe there is a seven-step process when the customer, the prospect effectively approves the proposal and now becomes a customer. There may be a credit application that has to be filled. What is your onboarding process for a new customer? All of those can be memorized in the Results CRM system instead of having a dependent on staff to do the admin work on entering the information. Results CRM can do that automatically for you, confirming the way the workflow needs to be done then delivering on that.
The last two icons have their own separate slide. It’s important to note that Results CRM is a hybrid system. It has a desktop component. It has a web component, which is Results for the web. The full functionality of Results CRM available through any device.
We also have Results Mobile, made specifically for a person working from their phone. This is great for a field technician who needs to take pictures before and after a project. They can also receive signatures, or delivery entity that it goes to your different clients and receive a signature for the dropped off items.
Salespeople can also use it. The bottom line is that the app allows the user to use it no matter where you are or what device you are working on.
The last component is the importance of integration, which (for us) is the most important feature in the Results product. On the mobility side, which is what you are seeing here on the screen, this is the product. You are seeing the desktop product on the far left hand side. This is open to the work group calendar, and lets you view multiple schedules at the same time. In this view, it is more of a dispatch mode where a person can schedule the team working on the different tasks. Who is busy, who is not, and who has availability? These can be clicked and dragged or restructured or reorganized based on who is available to do the work and what needs to be done.
On the far right side, you have Results for the web. This is the web version of Results, it’s the same product you're seeing on the left hand side, being used through a tablet. Of course, you can use it through a laptop or even a desktop from a telecommuter working from home or working from a hotel while they're on travel.
The third component that ties everything together is Results Mobile. You'll see in the middle of the screen when you're on the web the system will sense what device size you're using and will automatically adjust to the interface that's most suitable. If you're on the phone you definitely don't want to be looking at a screen that was designed for a 12-, 15- or even a 23-inch monitor. Instead, you want to be looking at a design that is specific to a mobile device. That's what we have built for you.
Now, onto the integrations for Results. Integration is key. It'd be the attitude of the Results product line and the way it was developed is not to walk in and create a destruction in your office. We are there to add value. We're not going to ask you throw out what you're using. If it's successful, if it's important for your business, you will continue to use it. Understanding this, we integrate with the top products being used in growing businesses and enterprises. That's what we're going to go through right now with you
Let’s talk about two key aspects. First, we have actually built each of those integrations from the ground up. We did this because we wanted to make sure everything was easy for you to use. We understand that integrations from vendors can be pretty awful, so we decided to do the extra work to make them fantastic for you. With Results, there's no finger pointing between different vendors that says, "Oh, you need to talk to company X. Oh no, you talked to company Y. I'm sorry you're having an issue but that's not our problem, that's somebody else's problem."
In Results (and with the Results product line) everything was built by us, including those integrations. We don’t pass the buck. If there's an issue you deal with one support entity that will take care of the issue and address it directly. The other thing to know is that these integrations (and any future integrations)are free of charge. We don't want you to worry about making financial decisions and purchase decisions around placing an order on what you might use next month or next quarter or next year.
The point, though, is that either you're already using those applications or you might be using them in the future. Whenever you do, we're going to connect that data stream into the whole data which is now in Results. This becomes your corporate and key data that all your staff members in any department, whether in the office or in the field, are able to use and rely on to understand exactly all the details about the relationship that they're responsible for.
In other words, when the phone rings, it’s like saying “Tag you're it!” You're basically on the front line representing the company you work for and all the data in the company across any department.
We believe that it shouldn’t who owns that data, the data should be available through the Results product to anyone. That way, everyone is looking smart and sharp and taking care of the client so the client. This, of course, means that you will continue to do business with your clients who want to do business with you because you empowered your staff to take care of the client by giving them all their information in a central hub.
Let's walk through those integrations:
Top left the corner, QuickBooks, we integrate with every version of QuickBooks on the market. QuickBooks Desktop, Pro, Premier Enterprise, QuickBooks online, we also not only integrate with the US version of QuickBooks but we integrate internationally with everything they ship. We do the US, the Canadian version of QuickBooks, as well as the UK version of QuickBooks. We integrate with all of them. Whatever you use, your data is bidirectionally moved in and out of Results so that there's no duplication of effort and the data is always accurate and tied to the right system at the right time.
Next thing on the top left corner is Outlook. We integrate with all versions of Outlook from 2003 to today. We do the email integration including attachments to the emails. We do contact management integration bidirectionally as well as the appointments.
Next one here is Google Drive. Google Gmail integration, is by the way, in beta testing. It will also be available soon. Most of the clients today actually use Outlook as a front end so even though you may be using Gmail you can still leverage the Outlook integration because of it's power even though your data may be in office 365 or in exchange and or in Gmail.
Constant contact, email marketing, we have one of the deepest integration with that. We'd love to show you that in detail. Also if you look on our website, ResultsCRM.com and go to the integration you'll see a video that was built by constant contacts headquarters regarding the comprehensiveness and completeness of the integration.
Smart Vault! Smart Vault is document management for QuickBooks where attachments can become a Smart Vault document. It can be an email, it could be an email attached to an invoice, invoice, it could be an approval email. It could be an attachment to an invoice or a payment to a contract record with an agreement. All those documents can also instantly appear in Results and/or attached in Results. You have a three-way integration from the Smart Vault portal, from the QuickBooks itself, from the Results itself to attached documents and being able to see those documents live.
ShareFile by Citrix, this is also another file-based document management if you want to use it. By the way, Results has it's own built-in document management system that is attached to the Results. But for those who use ShareFile we didn’t want to leave you out, do you can continue using the programs and products of your choosing. You don't have to move the data out of those sources of storage.
Next one is SharePoint. If you have office 365 or Share Point itself on-premise, on your servers, we integrate bidirectionally there, we also integrate with it is a document management tool. We integrate with it also as a portal. A lot of companies leverage portals within Share Point to have common pages that are used throughout the organization.
The last one is TSheets. This integration is more focused on part-time staff (especially field technicians doing work), because it gives us the ability to clock in clock out, or clock in per project and/orper task. Once they’re done, your time is captured in T Sheets automatically without double the entry and then payroll can be done through QuickBooks based on the TSheets engine working with QuickBooksTSheets is also great about all the certification of payroll and abiding by all the rules and the laws within all the different states regarding part timers, and overtime, whether it's owed or not, multi-level supervisor approval time sheet or the time sheets themselves within the T Sheets product, as well as a GPS, capturing. It will basically be able to capture where the technician was when they clicked to start the job or when they click ended the job for avoiding fraud and being able to do an audit trail around that. It will even have the GPS built in to show the route that the technician took. Did they take the scenic route or the quickest way to get to the client site? All of that is captured through the T Sheets integration.
The last screen from the overview is the QuickBooks. These are the summary points of all the modules that we move back and forth with QuickBooks and Results. You'll notice everything's bidirectional. That means we can send estimates and quotes from either way or invoices can be created in either direction. The only thing that's unidirectional, and makes sense, is the time sheets because when you track your calendar and your work within Results then we build a time sheet within Results for you and then push that over to QuickBooks. By the way, the time sheet that I'm referring to is different than the T Sheets integration. T Sheets integration is an option, not the core product. Results have it's own time sheets module to track all the time per employee per resource per project. Then T Sheet is a specialized tool for those that need it.
Let me go ahead and do a quick highlights review and demo of the Results product. I'm going to show three core features and then we will open it up for questions.
When someone is logging into the program they are identified in the system automatically. In this case, I'm logged in as Mary. You'll see my name on the top right corner. My role within the company is also here. In this case, I'm an office manager, so I have access and disability actions across major key areas. All the clients, all the prospects, all the vendors, all the projects, all the opportunities, all sorts of data is accessible to me.
The other thing that's unique about the Results product is that -- because we know who you are we try to minimize the amount of work you have to do as a user -- we have the concept of individual’s items. In other words, we know your workload. Maybe I can go to the contacts and review and look at all the contacts that are assigned to me. Notice I'm only looking at the seven contacts in the whole system are Mary’s responsibility.
I can go to my calendar and see my items. I can go to the sales opportunities and see my sales opportunities. Why is Mary responsible for this sales opportunity? Well, if you open up the sales opportunity you'll notice something. Mary has the relationship management goal and responsibility for this opportunity. So, yes, Mary will have to have visibility into this to keep an eye on it, etc. All this foundation, her to do list, anything that is important to Mary is accessible in here instead of having to go to the module and doing a search there.
The other thing that's set up for convenience, we give you a single click you are able to see every single piece of data across any modules that you have access to -- activities, contacts, calendar, invoicing, payments, everything in the system.
Now let's show you those key features, the most popular features in Results:
One of the first key features is our phonetic search.
Here’s how it works: Let's say the person calling in has identified themselves as having the last name of McKenzie. I click on standard search. If I type in the known name of a client but I can’t find it, I am able to use a simple check box. When you now click apply, this is when Results starts shining. I have found two records, not just one, but two records in the system for the person by the name of McKenzie. As you can see here, neither one of them is even written by the way that I searched on, but they sure sound like a McKenzie when you read them yourself. The point is phonetic search is the ability to find the record regardless of how it's spelled. From here your able to open up a new record and look at more detail and engage the person based on activities. Oh yeah, we talked on regarding this or that and follow up on them.
By the way, notice one other key thing about Results is that while you're working with it, just because you had to answer the phone and talk with McKenzie, it did not cancel what you were looking at before. You still have everything accessible and available to you. Very much like in real life. You don't just clear your desk just because the phone rang. You don't throw everything you're working on off the desk. Everything that you engage is still there and you just happen to engage one more thing.
Now, what if the phone rings again and the person's name is Peterson. Do you really have to go to the contacts menu, click on extended search, you're not going to think that way when the phone rings? In Results, we give you this small, little yellow area that you can type anything you want to. Email address, part of the city, street name, or part of the street address, anything that you have from the person. Phone number, you type it in this yellow area, it becomes like a search on the grounds. Notice I clicked on type Peterson. I found a Peterson record. I'm now able to talk to Peterson directly. Did I throw out McKenzie's records? Nope. They're still there and now you have Peterson.
Let's show you something else. Relationship management. What's the worst thing you can do when you go to a networking event or you create a marketing campaign and you have people that respond, engage you, ask for a proposal, ask for a quotation, ask to talk to someone within the company? The worst thing that we do is when we don't follow up.
Understanding how important that responsibility is in relationship management, which is what Results is focused on, you'll notice that when you go to standard search engine results you have a specific area that deals with allowing you, empowering you to search based on things that indicate lack of activity, lack of interest, lack of engagement. These are the kinds of things you need to get ahead of. Not just when you're dealing with prospects but look, on a prospect level, I can go in here and say I'm looking for any prospect in the system, not yet a client, that we haven't talked to in maybe 30 days. Well, 30 days might be too much, might be 10 days. Whatever you put in here and then you go to the contact type. Contact type defines the kind of records you have in the system. In this case what I'm going to do is, I'm going to say, I'm looking for a prospect. All types of prospects. I type contact types starting with P-R-O-S, I said we have not talked to them in 30 days, click apply, and here they are. The system found seven entities that we're dropping the ball on. That's pretty serious
This is the kind of stuff that if you had to do it the other way, let's say if you have 50 customers, or 50 prospects in the system, trying to go to every single record, find the record, go to the activities, find out what activities, find out whether it's within a certain date or not, that's what this is saving you from having to do. Now not only can you find those records, but there are a couple of things that you can do in Results
You are able to take all those records at once, here, by selecting them all and go to something called mass update which is a feature in the Results product itself. If you click on the tool list up here, the mass update is one of them and you can go here to the sales manager. Let's say Jessica is a sales manager, and say these are prospects that have not been touched in 30 days. How could you ... Or whatever. You might not want to put that in there. The point is when you click this button, every single one of those records now has been sent to Jessica. Notice seven records, they're listed here, have been sent to Jessica to make sure that her staff follows up with a call regarding that they need to get their work done.
That's a major feature, let me show you the final one that I wanted to share with you before we go to your questions. This is the ability to upsell based on the information. If you look at your QuickBooks data you have years of information just sitting there. Nobody's leveraging or taking advantage of. What if you want to do a campaign? A marketing campaign around anybody that has ordered from you an installation service and you now want to sell them additional things. Or, maybe it's based on a product they purchased and you want to send them a maintenance contract. Whatever it is that you want to do as an upsell opportunity, it's called, based on something that was ordered in the past.
When you do the integration bidirectionally from QuickBooks into Results, all that history of data, every single line item comes into the Results Product. Now that information is there. How about we go into products order search right here. Click on that button and we're saying we're going to go to a consulting installation service. We're able to say show me anybody that has ordered this. There are two customers that have engaged that type of service with us. Now we can do, similar to what we did before, but now with a different goal. We're able to go and say I want to do a mass update.
The mass update is the ability to create an assignment to the specific records. Rather than have to print them, hand them over to the person that will go have to search for them and now manually add themselves an activity that says I'm going to call them, that's three steps that you don't have to waste time on. Now you can have let's say Frank is going to be the one that's going to take responsibility to do this and say call and upsell on install service. Okay. Whoops, service without the internet, that's a problem. Now we do that. Now, if Frank logs in and checks his to do list, Frank will see a to do list item dealing with two individuals that need to be called.
Allyson, do you have any questions from the team?
Q & A
You stated you have Outlook integration. How does the email capturing work?
I have an email, sample email here with an attachment. If you play this attachment, you'll notice it's a voicemail or it could be anything, it could be a PDF. In Results, what you have is you have a tool that integrates directly with your products called Quick Add, right there. All you have to do is highlight an email message, click on the Quick Add and then what happens is you can have this notification or you can turn it off if you want to. What Results Quick Add will do is go and create a new activity in Results, opening an extra copy of it, and attach that activity. It will find who the sender is. This one was sent by myself. It will find who the sender is, link to the record, and put it in the system. Just to make sure you know this is not a fake demo, let's go and say, hello webinar attendees. You can see we just typed this in here. By the way, also an email coming in can be instant Results converted into a task that you can follow up on. I'm going to close Outlook altogether. I'm not even going to keep it open because the way we do, the way we handle the integration is extremely important. We break away from anything that deals with the orders in an email. We take it out of the system and include it in Results independently. Even if a person, later on, deletes that email or that person is no longer with the company and their whole email inbox is gone, it doesn't really matter. If I click I'm going to search for Results software, click apply, I found Results software, I open up their contact record, there are many many email tabs. This represents the full relationship so you can see anything and everything that you're doing with each account.
If I go to emails, you see this email up here, hello webinar attendees, this email activity, I can open up and see everything that came in including the actual email. I also don't even have to open it. I can highlight it and say can you open up that email? Can you open up and show me that original email that came in? Guess what just opened without Outlook even being open? It's the full email and attached to it is the full voicemail that you can now listen to from within Results. It's a complete comprehensive email integration including capturing the email with attachments.
Can I install the Results software on my own server or does it have to be hosted?
Results is an on-premise solution so you can put it on your own server if you want to or you can have Abacus systems. As many of you know that Abacus systems had acquired Results software last month actually, in February. Abacus systems specialize in delivering technology as a service. If you don't have the infrastructure, you don't have the servers, oh you don't want to deal with infrastructure and you don't want to deal with IT you can have that all handled through Abacus. Or if you have done the investment and you have in the house then Results can be placed anywhere you want. We can host it for you in Abacus private cloud or at APC is how it's known or you can put it on premise.
With the Quick Book integration, do all my prospects get transferred to QuickBooks? We have thousands of leads that come in?
That's exactly the kind of flexibility and control that you have. I'm going to go to tools or finances, either place, go to QuickBooks synchronization. As I showed earlier in the slide, these are all the main modules we integrate with QuickBooks but that's not where the power, in other words you can pick and choose. You can say look, I don't want to bring employee data in. I don't want to bring vendor data in. I just want customer data. You can pick and chose what you want to import, you can pick and chose what you want to export. You have full control. That's not where the control stops.
Let me take you to this screen up here. By the way QuickBooks is not open so it's going to look a little bit sluggish, but, this is where you have even further control. You can define type of contact record and whether the data travels to QuickBooks or not. Now you have prospects here on the list. I put an N next to them. That basically says all my prospects do not, do not go to QuickBooks in this way I'm setting up. This way, once they become a customer, in other words I can do all the sales, all the relationship management, all the pipeline reporting within Results, and then once I'm at a certain stage, when I'm ready to take those prospects and convert them to a customer because the order came in, the proposal was approved, they will end up sitting in this list and they will automatically go to QuickBooks. I don't have to take any further action.
Now, when you make a mailing list of thousands of names or you go to trade shows or you go to networking events and over the months and weeks you end up building that humongous list of prospects or potential prospects you don't end up having to call them customers and put them in QuickBooks until they're worthy. That means money is about to change hands and a system with this type of integration will take them into QuickBooks for you because now QuickBooks needs to know about that entity where money's about to change hands.
With the constant contact integration would I see who opened the newsletter that I sent to our customers?
Go to configuration, integrations. then constant contact, I'm going to verify that I have it, oh yeah, awesome. First, the answer to your question is yes, you definitely can. Not only can you tell whether they opened the newsletter but you can tell, let's say you have three articles in the newsletters, you can even tell with this integration as complete as it is which article or articles they clicked in within that newsletter. That's how complete integration is.
Let me see if I can give you a quick peek into that. You go to contacts management. You go to the constant, this is your integration section. You go to constant contact integration. We have two levels of integration within constant contact. You can build lists here, create the list and push them electronically into Quick Book, into constant contact sorry, from within Results based on a certain campaign or based on a certain search criteria if they ordered this or ordered that or if they have been customers or whatever the criteria is. You can build those criteria here. I want to send it to all my clients and send it to all my prospect etc.
Then, the other component for the now constant contact integration is to go to the email campaign information side, click on the drop down and see what was sent. There might be there, for instance, the Abacus announcement, or there might be a new feature listing for 2017 that mailing went out to, I don't know, it went out to 2000 entities. We had so many clicks. We had 378 open. Let me go to a smaller list just to demonstrate this. Still too huge. Let me see if I can get you a tiny one.
To follow up, this should be a smaller list. That was only a draft, that was not sent. Let's go to the one that was sent. Perfect. That was sent to 103. Now, there are 5 individuals that clicked on it. Let's go to the open. You see the 36 up there? I'm going to go to the opened. What the system, notice how I did it here, I went and said I'm looking at, this is the stats, this will come in directly from constant contact and now I'm just interested in who are the 36 entities that opened up the mailing. Not only can you see that they open up the mailing themselves but you can also see the fact that they clicked through. They can see whether there was a bounce, a bounce means that the email address was bad. This is the list of entities that you want to have staff members follow up, have the staff members correct the email address and resend it.
Everything, the beauty of this is total intel regarding giving you the percentage of success. How many open compared to how many you sent. This is actually a very good rate of engagement based on the full universe. You can see that directly. You can see things that need immediate action by having your staff able to open it and edit it or call them to get the corrected email address and also what they did with the mailing. Whether they forwarded it to someone else and who are they and what they did with that. It's a total intel within what you're able to see and follow up from within constant contact.
Remember the mass update I showed you where you can assign tasks to your staff? Just say I want you to call them. Let's say those four individuals need to be called and corrected, you want someone in client services to do this. You can do mass updates, get those four names up there, assign them to the person in client services that's responsible to call those specific full records within the system. This is how powerful this integration is and the follow-up enablement that you have to get the job done.
Can I get the Results CRM by itself and then upgrade to Results Business Suite when we need to manage projects?
Great question. In other words, do you need to get the full and most powerful features in Results CRM like the Results Business or can you start with Results CRM. The answer is not only can you ... Yes you can start with the Results CRM only and the beauty of it is you don't even have to uninstall the reinstall when you're ready to go to Business Suite. For example, you have a lot of individuals that says I want to start simple. I want to get up and running. I want to get all my contacts name from Outlook, I want to get them in from my QuickBooks. I want to do a duplicate check, Results can do duplicate checking. And, combining contacts to fix the duplicates. So, not only can they find the duplicates but do something with them and then later on when you get your contacts list in you're able to start managing projects and resources and time sheets and results.
You might not want to get Business Suite up front. Work with the Results system, get your relationship management under control. Get your contacts list cleaned up and under control, then, whenever you're ready to go to the Business Suite, you'll just replace the license file on your system. The same install and then all the additional features open up on your menus that become available. Your projects modules become accessible at the time that you need that functionality.
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