ResultsCRM and Field Service options let you customize your workflows and optimize your business. In this Free Training session, learn more about working with an outside sales team.
About Free Training Thursday: Since the start 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 now, Results CRM and OfficeTools. If you would like to request a topic, please email email@example.com.
Hello everyone, and welcome to today's webinar. Today I've Sam Saab here with me, and he'll be showing us how to use Results CRM Web Mobile for your outside sales teams.
The webinar should be about 30 minutes total with a 20 minute presentation followed by a 10 minute Q and A. Please feel free to insert your questions into the GoToWebinar control panel throughout the presentation, and Sam will answer them at the end.
Without further ado, I'll turn it over to Sam and let him take it away!
Fantastic, Amanda, thank you so much, appreciate it. Thank you everyone for being on the call today. So, please confirm that you are able to see my screen with the title of today's webinar.
All right, great. Glad to hear it. So, what we're going to do is we're going to first walk you through the Results desktop site to confirm the data we're looking at and then we're going to go live into the Web Mobile product and show you how you have access to the same set of data within the Web Mobile product.
So, on the ... what you should see on my screen right now is you should see a login to the Results CRM system. I'm going to go ahead and log into the system right now.
Some of the key data that you would typically work with on the desktop side and then collaborate with the Web Mobile or field users whether they're sales individuals, managers, supervisors, and even field service entities. The point is to take the same data that you have access to and work with in the office itself, and have full access to that data while you're on the road, and be able to interact and work with both systems.
All right, in this case, I went into the Results system, I'm logging in as user Mary. I am able to go to the home page, where I see the KPIs and the key search criteria for Mary and see the information there.
So, in this case, we can see that Mary has access to client information, prospect information, vendor data, as well as the count of records within those.
Also, keep in mind the way Results is set up is that you also have the "my items". "My items" says the Results system knows who you are, means that if you go here and click on "my own to-do list", then this is the listing, 13 in this case, items there are on Mary's to-do list, so they are all assigned to Mary, and they have not been completed. Notice all the completed is unchecked on those records.
So, that's an example where you go into the "my systems" to see that data, or you go to "my contacts". In this case, we're seeing 8 contact records from the Results system that belong or Mary has involvement with. You'll notice that from the "assigned to", all of them except one is assigned to Mary, and for that record, Mary is the sales rep on that account. So, in one way or another, there's an involvement of Mary, either in the sales rep capacity, or in an account manager capacity to work with that data.
So, we're also going to be engaging the calendar, and then we're going to switch over to the Web Mobile and see how all the data is going to be the same. So, right now, this is the calendar for Mary for March 1st.
So, lets go ahead and keep this to the side, and now we're going to bring over, we're going to slide over the screen that has the Results Web Mobile.
The reason we call this, by the way, just to be clear, is that it is really two products in one. The Results for the Web is the desktop equivalent product, so it has all the same modules, home page, to-do, my contacts, all the my-items, the contact list, the calendar, the sales opportunities, the quotations. All the modules that are available, full screens are available to you through the Results for the Web. So, it's the same as the Results product, except that it's for being used through the web using any of the four browsers and using an internet connection.
The Results Mobile is an optional system, whether you check this box here to be able to access the Mobile screens, or whether when you go to login, the system recognizes that your screen size is 2" diagonal or less. That means you're working from a mobile device like a smart phone, and in that case, it will switch to the Results Mobile interface. So, Results Web Mobile means the same application with either auto switch or manually switch to either mobile or web screens based on the size of the device that you're using to connect.
So, let's go ahead and keep it right now as it is, so we're going to login as Mary, we're going to click on "login", and the first thing you'll notice is the big home page is identical. Same list of items that Mary was able to see in the office, she's going to be able to see while on the road. So, it's actually the same idea there, except for a sales rep, they can set up their system the way, or you can set up their system for them, the way that you expect them to work, the way the KPIs should be listed. And then, whenever they are working from the field, or remotely, effectively that's the web home page that they're going to work from through the web.
The other thing here is we can go "my items" are also available through the web. So, right now, I'm still logged in as Mary, and if I go to my to-do list, I should have 13 items. The same 13 items (I'm going to switch to the desktop) the same 13 items, you saw the number 13 here, the same list of my to-do list whether I had, let's say a new item got added or one removed, what I open from the desktop needs to be exactly and identical the same set of records, the same count of records as I would see when I'm in the field, when I'm working remotely.
The next thing that we saw is the calendar, so I can go to "calendar and activities", click on "calendar", and that's going to be the view of the calendar for Mary in this case for today's date, so if I switch here and go to the calendar, you're going to see the same entries. So there's something at nine-thirty, there's something at two o'clock, there's something at five o'clock. So there they are, nine-thirty, two and five.
So it's the same set of data, you're just working from whatever is most convenient for you, empowering the user to work with the same underlying engine, and having a consistent experience whether they're working in the office, or from any web device.
Now, that's your basic information. I just wanted to make sure that we're on the same page. Now, let's take it one level further. Let's go back to the desktop product and in the desktop product, when you train your staff to work with the system, there's going to be an area here where you go to "contacts" and you go to "manage". That means that's the data management center, so that's 119 contact records available to be worked with. That's the data management center, we refer to them as DMC for short, so you could have seen either verbiage to present those.
And then, in the data management center, you have grids, and you can organize those grids to put the information that matters where you want it. You have a standard search pop-out, where you can search for key information. You have an advanced search pop-out, that allows you to search for a specific, more complex criteria, but it's represented by a name.
So, you'll have, let's say something like this is pretty complex search, "clients in the Washington, DC metropolitan area". This search behind the scenes, if you look at it, it's actually searching for all type of contact records for clients, and looking as to whether the address, physical address, is in Washington, DC metro area, which means it's either Virginia or Maryland or District of Columbia.
So, it's a complex search because it has multiple "or" conditions plus "and" conditions with parentheses, but you don't have to have your users get overwhelmed with that logic, the "and/or" logic. And so, you can simply select whatever criteria you want and click "apply" and that will be the records that come back.
Let's go try to have the same consistent experience when we are in the field. So, we're saying we can go to "contacts", we can click on "manage", in this case we have 119 records found under the web mobile. And now you have a standard search that allows you to search by different fields. We'll come back to that in a second, especially phonetic search.
And, you also have the advanced search. And if you do an advanced search, and click on the drop-down, you're going to see the same list of conditions that have been built because you build them once, and use them throughout. And now, when you click the "apply search", the results of that search would be exactly what will come back within that screen.
So, you are going to get ... by the way, the result of the search was 10 specific contact records that if you scroll over to the State level, you'll see that the state is Virginia, Maryland or District of Columbia, and then you'll look from the types and there are all kinds that meets the criteria and there's 10 of them.
Obviously, when you're on the web, you're still going to get 10 records, and they're the same records. You can also confirm the same thing. All of those are Virginia, Maryland and District of Columbia, and the contact types for those are all kinds.
So, let's go to the next slide right now, so let's say at this time, you're going to look for ... you're going to search for a name, right? So, I'm going to go up here and go to the standard search, and I'm going to look for the difficult name that typically we show as a challenging name to guess on how it's pronounced, how you spell it for search criteria, is something like the name of Mackenzie as a last name. So, I'm going to do "phonetic search" click "apply" and in this case, the system was able to find two contact records that have the last name that sounds phonetically like Mackenzie, even though the search is not letter-to-letter identical to what we typed in. That's because we clicked on "phonetic search".
Let's do the same thing, again for consistency, I'm going to go to the standard search on the desktop product. I'm going to look for a last name of Mackenzie. This time, I'm going to write it a slightly different way. I'm going to write it with a space, I'm going to write it with a "zy" at the end, regardless, it's just phonetically still sounds like Mackenzie. I click on "apply" and the search results here are the two records with the last name that sounds like what I just typed in here.
So, again, consistency throughout of what you are expecting to use, and ability to use the same data whether you are physically in the office or on the road.
Now, let's go one level deeper. So, when we go to "managing contacts" and I go to a contact like Stephan Anderson. Stephan Anderson in our sample data is one of the most complex, or more complex records, because what it has on it is a significant amount of data in just about all areas of the data.
So, for example, you'll notice that Stephan Anderson, that's the key information about the multiple phone numbers, multiple email addresses, websites, etc. and if you look at what you've done with them over the years, you go to the tabs. The tabs on the web, by the way, are vertical. They're stacked up here, and there's an advantage to that. When you click on them, it will open up those vertically, but you don't have to close that to go and look at, for example, documents. You're able to keep both open at the same time, and that's an advantage because of the way the web has vertical scrolling.
Now, on the desktop product, I could have gone here, gone to 1001, which is Stephan Anderson, and when I open up the accounts, I'm going to see the same thing. I'll see activities here, but then when we want to look at documents, we have to pick and choose between the tabs. By the way, in the new Results version 17 point 4 that's coming out this week, we also give you a different way, instead of being forced to seeing them one tab at a time, you can actually not only see multiple tabs, but you can also put them next to the key screen area or the main screen area. Anyway, you'll see that in 17 point 4 as it comes on the market.
So, you'll notice then, in here, all the data is there, and you'll just show it one at a time, let's see want to go and look at invoices and want to look at payments, just as some other examples. So if I go to the web, and when you're done with something, you can close it, or you can keep it open. Now, let's go take a look at invoices.
Here are the same invoices we have, here are the same payments that we had. By the way, you can drill in and see more data. Let's say you want to take a look, there's a 5,600 dollar invoice you're not sure what that's about. I double click on the line item to drill in to that invoice, and that's your 5,646 dollar invoice with the information on it.
So the ability then to work with that data is effectively the way you would like to work, whether desktop or web, these are just tools available to you and to your team to work from anywhere, and it's not that one is better than the other, it's the same data.
Now, when you're in the field, there are things that you can do on a mobile device that you couldn't do in a desktop device. So, for example, one of the additional functionality that is available on a web device is the ability to use the screen, because they are typically a tablet or a phone or touch screen, and so, these could easily be used for signature.
So, one thing that we've done on our sales orders as well as invoices, is that if you want to issue an invoice and have a person sign off on it as approving it, you can simply within the web mobile, these come into the screen up here. There's a signature button on the top of the screen, and you'll proceed, and please excuse my horrible handwriting, you'll proceed to then enter the signature from the client approving the invoice, and now that's not only captured here, but also captured at headquarters for them to be able to see that data.
So, there's an advantage and a way for you to work with that data, and by the way, you'll notice that that signature that I just saved, is not only available on the desktop, and I'll show that to you in a second, but notice how it's also now available from the web, because the web has every single thing, data wise, that the office has.
So, what we're saying now, is that if we go to "invoices", we went to that 5646 invoice in the back office. Notice I don't have a signature button up here, because signatures don't work on desktop products. So, the back office won't have it, but if you go to the documents and links, you'll see that there's a signature in here. If you decide to open that, and open the actual signature itself, you'll be able to see the same horrendous handwriting that you saw a few minutes ago, it's now the image captured anywhere in the field, in the city, in the suburbs, in the different state, different country, it doesn't matter, it's connected through any web device, and now that information got added or updated within the system itself. It's available for either desktop or web, and in this case, the invoice itself had the additional signature attachment that was just captured through the web device.
All right, so we're down to another five minutes of the presentation before we go live. By the way, in the Results screens, you'll notice that because you can drill in and open this record and open that record, you're able to step back one screen at a time. When you click "close", you're just closing the screen you're on, but if you're really done with this record altogether, you can always, from any screen you're on, you can actually always click on "home", and that will close out the context, you're done with the context, and takes you all the way back to your main menu. So, that's a quick way for you to exit if you drilled in multiple times to get to the data you need.
Now, we showed you the Results for the Web, for the most part, and we showed you how duplicative all the functionality and data and information is between the desktop and the web product, but let's also go and take a look at mobile, what does mobile mean? I just wanted to remind you what we're talking about. If you are on your full screen, let's say you're using a tablet or an iPad, and you now feel like you want to use the other interface to enter data, you're able to click on "take me to the mobile site". It's the same data, you're just seeing it through a mobile interface.
The other option as shown earlier, is I could have come in here and told the system that I want to, when I login, I'm going to go directly to the mobile site. So from the login, in this situation, I would no longer go to the Results for the Web interface, I'm going directly now to the Mobile interface. The Mobile interface is typically designed to be on an i-Pad, which would look something like this. Or it's designed to be on a phone, which would look something like this. In either case, because of the limited space available for the interface, we do a couple of things differently. First, instead of having a big menu on the top, then here we have a pop-out menu, it's called. And, so in that case, what you're able to do is you're able to see all the menu options.
Let's say you do want to search for a contact record. You can go here, to the menu and to contacts, you say, "I want to search for a contact" and let's go and try that Mackenzie again. This time, we'll go even more creative and maybe write it like that.
One of the options that you have up here is to do phonetic search. What we will do up here is say, "Include phonetic matches", right? That's all we enter the last name, and then when we click on "search", we found those two same Mackenzie's, even though the last name is written differently. Same powerful engine, same underlying data, and now from here, you can open up the contact record on the mobile device, you're able to see the summary contact information. Obviously because this is a mobile device working within a smart phone space, there's not a lot of space for multiple areas of the screen, with an address next to the phone number and stuff like that.
You'll see that just about all the data is vertical. So, vertical scrolling to see the information, and that will allow you to work with that data. We also have sub tabs, so you have notes for example, and you're also able to do a date and time stamp and add more notes as you want to.
Then you're going to go to all the activities, and see the listing of them and work with some of them, as well as the projects and work with the project data.
So, there's a lot of information that's available to you throughout, and the idea here is being able to work within a mobile device as a phone device to get the work done. The other main thing to note, you don't even have to engage the menu to be productive or effective within the Results Mobile, because within Results Mobile, as soon as you open up the screen, guess what's going to be on your list? It's you to-do list directly. So, it's going to filter through what’s open based on whether you have checked this or not. It's going to also show you previous backlog, so you're able to see then what is already scheduled, what's on your plate, for what time is it scheduled.
If you want to go to a different date, you're able to go to the date picker and choose another date so, show me what's on my to-do list for 3-2. And, so whatever that is there is going to be displayed for you.
The system is there for you to work the way you expect to work and give you the information that you need. And then from here, you're able to, let's scroll down to a meeting, so let's say I'm having this meeting that's part of the project. By the way, if you have a larger phone, you know not all phone sizes are created equal. Notice what's going to happen. There comes a certain field size within your phone that this might end up being able to put more than one field at time next to each other. Notice how the start date and time. So let's say you have an iPhone, you know the larger iPhone X, or the iPhone 7 would be whatever they call big or something like that. The point is, that depending on the device you're engaging, there might be space for the system to take advantage of a larger portion of the screen.
All sections of an activity record or service order record are here, including type of activity, start date and start time. We have as you probably noticed earlier, we have tsheets integration. This is not set up right now with the right user, so this user that I'm mimicking here is not a tsheets user, but that's okay. If there was a tsheets user, they'll be able to clock in and when you click on start the work on a certain activity, when you click start here, it will actually update tsheets with that information.
So, there's additional data here, there are links to the address where the meeting is, so if you're driving to an appointment as a salesperson, and you want to know where that appointment is, then you simply click on that address and it's going to Google that address for you, and you're able to add directions to there from where you are.
You're able to make a phone call if your device is ready for phone calls as well as sending an email, if your device ... Typically all devices have an email capability. Obviously you need an email account on your system.
Associate ID documents. The associates are the different job sites or locations. And then, you can have projects as well as a standard script of documents that will go through the to-do list or the specific items you are expected to accomplish.
So you go to products, there's internal notes, resolutions, these are all part of the structure of a typical activity record. You can also take pictures in the field when you are on a mobile device, or a device that can take pictures. You take those pictures, you'll be able to ... once there's one or more picture, you'll be able to do a view image gallery. Click the viewer to allow you to slideshow between the different screens that have been captured, as well as a signature typically received when you complete the work or complete the meeting or complete whatever is being agreed to. You're able to then put the signature on that service order or a quotation and/or sales order and/or invoice. That's the four type of modules or areas where we can take signatures.
All right, I think that covers all the important basics. Amanda, I'm going to turn it over to you to see if we have any questions to respond to.
Absolutely. Okay, so our first question is from Lawrence, and he would like to know, "Using the web interface, how would you print a contact record or print an invoice or reprint?" He did not see a printer icon. And then additionally, "How would you produce a report?"
Yeah, great question. So, it depends on how your system is set up. Right now, you'll notice none of this grid has no reports icon displayed up here. And also when you go to the individual screens, you will not see the reports section. Results does use the Crystal Reports reporting engine, and there is a requirement that if you are ... for you to be able to use our Crystal Reports within the Web Mobile engine, then you have to own a copy of the Crystal Reports. So you just need to send proof of the license to us and what will happen is support will show you, well, it depends how you're set up. If you're on APC, the Abacus Private Cloud, we will do it for you. Otherwise, if you are on premise, you can do it yourself.
The bottom line then is, there is a setting that will then open up the reports. Once the reports icon is up here, then when you go to invoices, you'll be able to ... when you open up any of those invoices, you'll have the ability to print right up here. Right now, the print button is not there because the reports have not been activated. So that gives you the idea of how to do it.
Same thing on the home menu. You want to print any of those listings, well just open the screens then when you click on the reports button up here, you'll see the list of available reports while the system would have been filtered only 64 records and so the report becomes specific to that list of records.
Back to you, Amanda.
Thank you, Sam. So our next question is, "Can the salesperson also work from the desktop from time to time?"
Absolutely. Great question. Typically, you find that most of the time, you use the back office in a typical sales role, use the back office to make your phone calls, and you set up your appointments for the next day, the next week. It all depends on whether you travel between states or whether you're just out of the office and on appointments part of the day. So in that case, you can always start in the office, working from the desktop product, having your appointments, scheduling your work, update your calendar, and then when you go from the Web Mobile piece, then those appointments will already be as scheduled activities or pending activities or you'll see them directly on your to-do list right beside your activities. Or if you go to mobile, then your to-do list will be right here, ready to be used right away.
So that's typically how it's done. The desktop product, since the data as we saw from the beginning of the presentation, the data is identical. You use either tool, whatever you want to at any time. And then the system will empower you to get that work done.
Thank you, Sam. Our next question is, "If a salesperson creates an invoice using Results Mobile, would the invoice make it to QuickBooks?"
Ah! Great question. Yes, absolutely. So, keep in mind one thing. The invoices that gets created in Results, once they are created, Results has no differentiation between whether the fact that the invoice was created by a remote user or a person physically in the office. Actually, depending on how your network is set up or your APC is set up, you might be able to work from the field remotely and use the desktop features if you want to. But, regardless, the heart of the question is right on. It's basically saying, "Is data that's created outside the office environment, won't that make it to QuickBooks?" Absolutely, because when we go to the QuickBooks engine, it's going to look and find all invoices that have not already been sent over to QuickBooks. Once it sees or defines such an invoice, then those invoices will be pushed over to QuickBooks directly. So the QuickBooks synchronization engine is inclusive of remote as well as a back office invoice creation, contact/customer creation, any of the data that is ending up being part of the activities, meetings and time sheets will go over to QuickBooks. Any data that is part of the synchronization engine can be entered from anywhere without an issue.
Great! Thank you. So we have time for one more question. And that is, "If a payment was received and logged in to QuickBooks, when would the person see that invoice in Results Mobile Web?"
Love it. Okay, great question. The straight answer on this one is it all depends on how frequent your office does your QuickBooks synchronization. So QuickBooks synchronization in Results has two modes, especially on the desktop side. It has one mode where a person in the back office at any time, whether like every half an hour, one hour or fifteen minutes, or maybe once a day. All depends on your workflow. You can go to the QuickBooks synchronization engine if you're authorized to do so. And then check the boxes off the modules you want to move the data for, and then click on the synchronize button. That's the way to do it, what's called the manual mode. So the answer to your question is that if this is a payment that just got received and we haven't synchronized yet or was received yesterday and we haven't synchronized, when it will appear and become accessible to the Web side is after the next synchronization.
So whenever we get to run the synchronization, after that payment has been captured in QuickBooks, then that's when that payment will show up in Results. Assuming, of course that you're saying "import payments". This will have to be checked. Because otherwise, you would not be importing the payment data from QuickBooks into Results.
If you also have set up your QuickBooks to be on automated, kind of recurring so it will run every 45 minutes, or every half an hour, or every two hours, then it will also be the answer as the next sync after the payment has been saved in QuickBooks would be when that data automatically appears in the Results part.
Great. Thank you so much, Sam! That is all the time we have today. Thank you again to Sam Saab for this wonderful webinar. As a reminder, the webinar will be available both on our website and via email to all registrants. Thank you and have a great day.
Thank you Amanda. Thank you everyone. Have a great afternoon.