Commercial real estate crm software for product management

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[Music] so we are going to discuss about few features that are released like couple of weeks back and we trying to customers on how it can be how we can fit it with real estate so let's hope it's going to be good let's see so we are going to talk about uh kiosk is a relatively new feature we are going to talk about how to lock deals once it is completed because we have few customers who are part of this group who have been asking for the feature for a long time and we are also going to talk about couple of new features as well good morning um well I would like to to see if we can discuss um since this is a real estate um Meetup um we currently are are trying to U move from our current um CRM which is top producer top producer X um to to so and and one of the things that top producer um allows us to do is to uh connect the idx um or you know from from our our MLS system so that we can pull the data from our listings into into the CRM whenever we create a a transaction or we create an opportunity and I wanted to know if this is something that that can actually be done at this time or could be something that could be um provided as as an additional service in the future I can actually answer that question this is Amy um we do as a broker we are entitled to a free idx feed I'm in Arizona so I am pulling I have created the connection and so I am able to pull and ping the the MLS and pull that data Dynam ically into my system oh um is it uh it's not a native it's not a native Zoho thing you're gonna have to get someone to help you create um the connections between the apis um but it can be done so if if if I can get a someone that can handle that I'll be able to okay do you have them as a as a separate module or or do you merge them with the actual um addresses of the properties and the opportuni I actually we created a properties module that we then connect to the deal we also connect it to like in our system the way we're architected is that we've got the I'll call it family structure if you will but you know you know whether it's a single person or whether it's two people um we've got them set up as an account and then we have contacts under it and then attached to the accounts are the properties they currently own when they sell a property it becomes an inactive property but the properties the base data um about the property is pulled in dynamically through um through the API as long as as long as it's available and it has been in the MLS at some point um so do you do Residential or commercial residential residential so the accounts so you're using the account module to connect the um the properties to to the homeowners and and and the sellers and the buyers or or or you create or you use the account to to what is the account for because since we're working basically with with individuals um do you create an account from John and Mary James or or yes so the account would be we have a naming structure it would be John and jar you know Jones John and Mary and then the the individual contacts for each of those are connected and then we attach the we do a lookup field to the properties um to the account are you are you residential or commercial residential yeah we we do Residential we we do a little bit of of of commercial but um sporadic our main business is residential okay that's good I actually removed that module have to look into it I I I've been trying to um set up my um CRM even though I I haven't moved from from my my my current CRM I'm just just trying to put it together to make sure that that it works so I can bring on my assistant I can bring on my partner and then go from there so it would be good since uh I haven't put it in mute yet it would be good if if if if um if Soho could create a um basic even though every real estate company every realtor have different needs um there are basic needs that we as Realtors have when it comes to um the structure of a CRM that if there was a way for for for shho to create some kind of of training or or or a a WIP page so we can go through it and create that basis and from there then we can we can adjust it to our own needs but there you know there was a possibility to create one type of of of structure from where we can we can you adjust it to to however we we need to that be great because it's being a lot of work for me to start you know to try to get the all these um modules and Fields um which I haven't finished of course there's a guy on the um highlevel integration group for uh on Facebook his name is Bo last name is Ray um his company created an idx that plug right into sooho for real estate agents his name bo Ray yeah so I don't know uh I don't know how much it costs but um I seen on there that they already have an integration for it and I guess also include um workflows where like if someone look at a property so many times you know it'll trigger to send them a message and whatnot so you may want to look into that as well I appreciate it B Ray so we have a b in our Real Estate Group as well I'm not sure if both are same but probably you can Hing in the real estate click group and check if he's the same person okay unfortunately Bo couldn't join today but he usually does so probably he could be the same person because I remember him giving a demo two months back about how to to push the data from idx to CRM all of that so probably it could be the same guy but we should check once okay Boe B just Bo at least that's what yeah at least that's what uh his name is on here okay perfect thank you so what we do here with CRM is we have compartmentalized it with two parts we call them as SFA modules and we have the inventory modules and since predominantly you guys are from Real Estate uh inventory could be a different perspective from your business so what we do with SFA is SFA has leads contacts accounts and Deals and you can rename the leads as prospects and then you can rename the contacts as customers deal can be deals potentials opportunities and then accounts can be accounts so what we do is any person you meet any person you exchange your cards with or any person who comes to your website who just fills the form that you have in your website generates as a lead right so once you have all those leads in your system you'll be starting to communicate with them try to understand their needs and wants and then based on that you you'll also know whether they are interested to purchase a property or a land or anything for that matter and then from there on based on the interest if you feel that this is going to be your potential customer you move those prospects from the prospects module your customer module and when they become when they when you move those persons to customer module then you will have further talks further negotiations and then if they really want to buy a property or rent it lease it whatever it is you then go and create a deal once you create a deal then you start negotiating on the price what they're looking for how much negotiation they have how much buffer they have and all of that and once you have a deal a deal goes through multiple stages and based on each stage the probability of you winning the deal becomes better and better and then once you close the deal you'll be sending them all the documents that you need to send across because you there be lot of documents like rental agreements and it's real estate right there is a number of documents to be signed back and forth and once that deal is sealed then you'll be uh getting the commission out of it then the respective deal is uh passed through you make the payment the customer reive the payment and all of those things can be handled within the CRM itself so the moment of data when I say data it's it's a person for example it's samj I just made myself as a lead so when this moment of samj from Prospect and how you convert him to a successful deal is the SFA we call as the sales flow Automation and then when you come to the inventory part you'll be having multiple properties listed under your name and then you'll also know which properties are available which are sold out which are almost logged in and all of them so those can be handled in the property section or product section and then you have the invoice and stuff so that part is the inventory modules so these are the basic two structures that we have within the CRM itself to ensure that there is a seamless flow of sales that we can do on a day-to-day basis so with that being said you can also customize few things based on the business that you have today we are going to talk about real estate so what we are going to do is you have this section call set up at the top right and then there is the section called as customization and then modules and Fields so this is where you customize all the fields and modules that you want for example if you want to rename the module like I said uh if you want to add any few Fields based on the interest that you have based on the data that you need need from the customer all those configurations and customizations are done in this phage so for example if you want to rename lead to prospects you just go here you click on rename and rename them or I have a module called as properties I just rename my products as properties so with respect to real estate if I want to know the availability of the place what is the commission and how much is a square feet whether there is parking space or not and what is the type of category that the customer is looking for what is the date of date for closing that you have in mind and who is it available for so all those things can be added from the left side panel here so you can just drag and drop it whenever you want and if you want you can also remove few few things as well so this is where you customize all those things for example and then you can also do few automations in place for example as soon as a customer lands in assume that a customer reaches to your website they submit a form and the lead is created instead of you going and checking each and every lead and then sending them an email or something like that you can also set up few automations so for example if you go and choose prospects send meetings email or something like that as soon as the record is created you want this email to be sent so when you go and you want this to be done for all the prospects and go to notify yeah email and then create a template for sending a greetings associate it and you are good to go so these type of automations can also be done within the CRM itself so that it eases your day-to-day activities that you actually want to do you can talk to like 10 customers instead of sending 10 email so this email part is going to be automated so that you can get in touch with the customers in real time and get to know them better any questions so far I believe uh Jeff has a question let me quickly check it what is the main difference between blueprint and workflow as so looks at it for instance I have workflow here aut so Jeff uh thank you for this question so I would say I usually say blueprint is workflow button steroids so what happens here is a workflow for example like I said is to just send an automated response when something happens in the CRM for example when a lead is created an email can be sent so once an action is done a response is sent automatically through workflows but in the case of blueprint as I was saying a little bit earlier I was talking about how deals go through multiple stages right so when you take that deal transition across stages for example and just going to quickly go back to my CRM screen here or when I gather leads for example this could be an easyier example to understand so when you're on a call with a customer you want to gather the details to ensure that A salesperson who is sitting and talking to the customer gets the exact details that you want and you cannot sit with them on a day-to-day basis and tell them what they should do it's going to be a tedious process or even if you are just the jack off Al trates just one person who is running the company even you cannot remember all these things to be done in a systematic way right so that is where you can use blueprints for example when you go to this blueprint all these things that you see in white are the stages that the blueprint goes across and all these things in blue are called as transitions so when a deal or when a lead is going from stage a to Stage B you you create a transition and each transition goes through three stages the before the during and after so when it's before you tell the system who must have access to this blueprint inuring you tell the system what needs to be done with the data and then in after you can set automations similar to how you create workflows and all of that in workflows only the after part is in your control but in Blueprint you can also control who has access what data needs to be collected and also what actions can be done once those data is collected so that is the difference between a blueprint and workflow so if you look at look from a bird's eye view like I said workflow is going to be where you can just send a response or take an action based on the data that you have you don't have control on what data have but if it's going to be a blueprint you can also have control on what data you have and how the data is collected so I'm able to answer a little bit Jeff M can I add to that yes yes please um from my point of view one thing that I found very um easy understand about the difference between blueprint and workflows is that the blueprint is mainly um it it involves the user element to it workflows is completely automated you you configure configure automations to happen particular actions to happen if the system um if there is a change in something in the system but blueprint is entirely to enforce a process on your user as your users need to input this particular data at this point in time Sam can you show like the record um portion of the blue print basically uh in Blueprint we we enable we configure this strip so that at a particular stage a user mandatorily has to choose one of these options and um input the data or notes or um create tags or even create a new record in one of these buttons at a particular stage and thank you shush and to add more more to that a blueprint uh make sure that you strictly adhere to this process like I said when you're on a call when your sales person is on a call they cannot come and tell that they did it without doing it so why I say this because is for example when I go to this section we have created this blueprint for lead status right so what happens here is this field is locked so a user or a salesperson they cannot go and change this field unless they access this blueprint so for example when they click on establish contact and they fill few fields now this contact goes across and you can also see I have filled 80% of the field so one or two fields are left out so you go back again check what field was that so I have to add an attachment to it so I'm going to quickly add some attachment to it now this blueprint goes to the next stage and if you see the lead status automatically changes to the next stage so this is why we ensured that a blueprint can always be a process where everybody has to adhere to it Bo has one more question I think it's is the question for the audience is anyone using the products module for their properties I do but I just wanted to know if anybody else does yeses you can go ahead and ask the question if you want or we can also connect with you later and have a discuss as well has a question he has a custom module okay so coming back to this so as I was saying the blueprint can be used in effective way if it's configured keeping all the process in mind so once you have that flow in mind you just put it across in your CRM system and the system follows it to the KE so Bo has a question I Noti using product doesn't work right as well Asom I mean yeah there are like few pros and cons in using uh the default products module because the default product module has a native Integrations association with deals and then the codes estimates and all of that if you're going to use a custom module then you have to go and do an additional step in associating all those things but other than that the custom modules are going to be just working fine and if you if you can just let me know what are the things that you think is not working fine probably I can help you with that as well so this is how the general setup is within the CRM on how we have defined the SFA modules and the inventory modules and we have also talked a little about blueprints workflow and all of that so I'm going to discuss about a new feature that's released very recently which is called as the the kiosk so when somebody is on a call with a customer right it is always we have we have been receiving this requests for such a long time whether it is whether it's that a place where we can tell the sales or give them a script so that they can follow the script or whether we can set up a process where as soon as few details are filled in the system takes over and creates records and creates automations and of that so keeping all of that in mind we came up with a feature called as kios so for example uh let's assume I a sales rep and I'm on a call with a customer so when I'm on a call with a customer I want to know the basic details on the their email at least get their phone number so that I can get in touch with them in the future and once I have it I then talk to them on what they need what is the property that they are expecting whether they going to buy whether they are going to sell or whe that they are what type of property they want whether they are going for apartment whether they are going for a workspace so there could be multiple things that needs to be discussed so with Kos we are trying to bridge that Gap so what we are going to do here is kios uh contains like three parts to it just give me one minute Kos comes with three parts one is the screen one is the decision and then there is action so screen is where you tell the customer or sorry you tell the sales rep on what needs to be done decision is where the system you tell the system on whether you have to take a decision based on the existing data or you have to create a new data and action you have all the actions from your workflow as well so with kiosk we are trying to bridge the gap between having a blueprint which is module specific and having a workflow which is just based on the data that you have so kios is going to be the best of both features so for example let's assume that I'm on a call with a customer and I am going to fill these details based on this kios so I'm going to enter a phone number the name and the email address so the system goes checks for all the prospects and finds that there is an existing record with the details I have just added so now I'm going to the next step which is references and here I'm going to choose what type of property the customer is looking for whether it's housing rental agricultural apartment workspace or something like that I'm going to choose housing and I'm going to set a closing date and then I'm going to save the references and once that is done based on the category that I chose the system is going to automatically Fetch and tell me the properties that are available in your system so I'm going to choose one property here and I also converting that Prospect to a customer that so this is a basic flow on how a kiosk works so when a sales is on a call with the customer you tell the sales on what to do when to do it and the system takes care of the how part so you can go ahead and create this kiosk I'll just go a bit back and tell you from where you should start so you go to the setup under customization there is a section called as kiosk so I'll just try to create a quick chios like I said there is going to be three sections one is the screen one is the defition and one is the action screen is where you tell the customer on what needs to be done so gather basic details or something like that and you can add a text telling them then you can also tell the customer to check whether there is an existing record that you already have in the system or whether a new record needs to be created so you go to this get tret you click on this configuration page also tell system what details needs to be fed whether you need the first name the last name the email the phone and all of that and also add few additional Fields like the phone the email the first name what you're trying to do here is this screen is going to be visible to the sales rep who is trying to gather the details so as soon as they start this process it takes them to the screen where they can start Gathering the details from the customer when they are on a call or something like that so once that is done you can take a decision based on now a decision is made if the profit is available then it goes to this brance if it's not then it goes to this Branch so this is how a kios can be used to ensure that the salesperson who is on a call the customer has all the data in front of him and you can you can also ensure that you correct you collect the right details and then based on that the system going is going to create new deals across or new prod across this well so in addition to creating a decision and you can also start creating actions like I said based on the workflow actions or something similar so if you want to create a record as soon as a prospect reaches a certain stage you can do that using the acction section something like here so this accent section has all the features similar to workflow so whenever a deal or whenever a record reaches a certain stage these set of actions can be done so once you set this kios you can go back to the same setup to prospects or something like that and create them as a link or a button and put it wherever you want so what I have done here is I have just added this Prospect flow in my screen at the top right so the salesperson can directly go and start using this instead of creating a lead and then taking it further so this kiosk ensures that the sales person has a script in hand and they can just follow it and the system is going to take care of all the other automations that comes along with it okay just trying to find out which part of the section I have created the properties just give me one quick minute I think uh can you hear me uh Sam yes I can so the step we said available for sale that was a step where it was displaying available for just uh a little left yeah available this is the step I think because if you see if you preview it it shows the options right avable yeah yeah thank you thank you for that so what we are what the system is trying to do is based on the property type that they are selecting so if it's going to be housing for example so if you go to this property section that I have have a section called direct sale lease auction and then I also have the property category so all my properties have a category and I also have the section where it says available for so if the available for is going to be open then the system is going to check for those options and it's also going to check for the availability status where I have the open housee nearing confirmation almost block sold out least so all these four options means that the property is already in progress for sales or is already sold so if it's open house it's going to go and check for all the properties that are listed under open house section and it pulls up those properties so that sales person doesn't need to go and check for each and every available property that's ready for sale so this is how you can use the kiosk to ease your day-to-day process and then work on top of it to ensure that the other automations around can be taken care of as well so the next thing that we are going to take a look at is the record lock configuration so this is also one of the most requested features especially from our uh vibrant real estate Community here so when a deal is closed when a deal is successful they were requesting for a feature to log the deal so that any other person cannot come and make any further changes to it because there's a commission uh involved in it there is also places where the amount can be added somebody else can come and send an email somebody can take ownership of the sale so they wanted to restrict all of those things so so they were requesting for this feature so we have come up with an option called as record lock configuration if you go to setup again click on modules and Fields go to Deals there is a section called as record locking configuration so what happens here is you can go and set to automatically lock a record when a state reaches when a deal reaches a particular stage so if it's closed one close lost or close lost to competition you can also tell the system whether it should be logged for all the profiles or if you just want the admin to have access to do it but others should not do it you can also set that here and then you can also tell what type of actions are restricted it should not be edited by default you can also not delete it change ownership to it send an email request a contract again so for and so forth so when a deal reaches any of these states for example deal number 230 has reached closed to one so that record now is automatically loged so you cannot go and make any further changes to any of the fields here so this ensures that when a deal is closed nobody else has access to it this is how you can effectively handle your data using uh osk and few other features as well and how you can also handle the lead management using the sales flow automation so we are going to talk a little bit about how you the new features apart from this we have few additional features that are recently released and there are few addition enhancements as well so one such enhancement is the export option so earlier when you try to go and Export uh some data from your CRM you using this export option here you can export up to 3,000 records now we have increased that from 3,000 to 200,000 so that's a good start I believe and then earlier when you try to export any uh data from the system for example if you want to export the prospects that you have you can the system was only allowing you to just export the recently created 3,000 records and that's it now if you have any custom views that you have to export you can go ahead and Export it of course you can go and create report if need but this makes your uh job a little more easier so if you want to export your open prospects and you can also specify if you have any particular fields in mind you don't want to export the data with like if you have 200 fieds you don't have to export the data with all the 200 Fields if you have any particular fields in mind for example you want to just the annual revenue you want to know the city the company name or something like that we can export those particular fields and those particular views so this is also one of the new features that got release so when you're trying to uh send a report to your uh heads on saying this is the open prospects that we have for this week or if you want to send a report to your CEO or for saying that this is the revenue that we made in this particular month compared to previous month you can do these kind of little exports using this feature as well and similar to export we all we have also come up with uh one more new feature called as the admin tools so earlier if you want to go and delete a workflow or if you want to go and delete your custom views reports templates or anything for that matter you have to go to the respective module and then select each and every record and then delete it right so to make that easier for example if you want to delete templates for a particular module you can just put all those filters in one place choose them and delete it or if you want to delete some custom views or some workflows which you think are going to be redundant you can make all those uh things work inside this admin tool section itself where it just funnels all the customization that you have so that you can make these things a little more easier so this is one of the additional features that has come up recently with respect to uh CRM there are few small enhancements that you have done for example when you go and check the timeline of record earlier you can just see the timeline up to 6 months now it is increased up to 3 years so if you have made any changes some time back and you want to know what was the change or who made that change you can check them and additionally we have come up with a section called as interactions where the system tells you what type of interaction has been done with the customer when was the email sent when was the call done so you will have a chronological order of all those interactions here just give it a quick minute load like I said it's going to be a chronological order the email was sent a day back and then there is a survey sent and all of those things can be seen in one place so this is also one of the new features that we have come across with respect to the time line history and interactions we have also come up with a new Option called as guided selling which is very close to kios but it is very module specific for products so like Bo asked earlier what is the advantage of using a default products module over a custom module right so I would say guided selling could be an additional Advantage for using the default uh products module so for example you can create a set of fields a set of questions sorry and based on the questions when I want to call with the customer the sales can see this question it could act like a script to them and based on the options that the customer tells the system is going to uh give them suggestions on which property suits most for that business for example example when you go and create a code or an estimate to the customer once you fill the deal name code name and all of that you have the section called as guided selling so if I'm going to choose is housing then if I'm going to tell if the square feet should be greater than 1,000 square F feet under duation that they are looking to close is next month or probably I'll go with this option these are the list of available properties based on the customers's preference so this could also be a good way to approach the customer because as I said you cannot uh think of all the properties that is listed all all the properties that are available so you can also use guided selling to achieve this and this is with respect to the pro products module and the codes so you can go back click on settings there is a section called as cpq this section itself is a relatively new section that is released and under that there is a section called as guided selling so create a guided selling assist for property so here you can add the questions and based on the questions and based on the filters that you customize here system is going to respond and give the data ingly because the system is going to check or verify all the properties based on the questions with the properties that are available for you and it's loading the step across same it is natively linked to the products module because this section called as cpq in itself is related to the inventory section of it so cpq is where you define the customize your product configurations so by default we have do to your products module probably I can check whether this cpq or guided selling can be extended to custom module but I'm not entirely sure if that could be done probably I'll go back and check with my product management team and the development team to uh maybe give them as a feedback if it's really needed and also I will check with them whether they already have it in their road mapap so we can do that as well uh yes yes they both uh provide uh recommendations but it could be uh based on the codes for uh guided selling and for kios you can also add recommendations to it but kios like I said it does more than that with respect to guided selling it gives only recommendations but with kiosk you can also control the data along with it you can give recommendations so it's how you want to play it but more as this option this is also one of the new features that came very recently which is the data enrichment so for example when I go and create a lead a prospect or anything for that matter once you add the email address or once you add the company name the system goes and checks it across the search engines that are available and then it's going to give you few options where you can enr the data for example I have added ad zoho.com so when I click on this enrich data available CRM goes and searches across the search engines that are available and check for Zoho card and fetches few details automatically so what you can do is you can update the company name you can update the email address if needed you can update the phone number you can update the website you can update the industry so the secondary email their Twitter address their their address that is available in the search engine for example this are uh Global headquarters that we have in Chennai so if you click on this option to update lead all those will be pre-filled and you can save the record so this is also one of the new features that we have releas which is called as data enrichment so you can go to the setup under Zia we have the section called as data enrichment and we currently we have this available for prospects customers and accounts which is leads contacts and accounts so if you want you can enable it or if you want you can disable it and based on this the system is going to give you the interest data any questions on this when you're looking for uh property or when you're looking for a company that is looking for a Works Space or something like that so as soon as you enter the contacts email address with their company domain or if you're going to enter the company name for example if Zoho is looking for a workspace in us and if you're going to reach to Zoho to facilitate that so as soon as you get the email address of anyone contact all as soon as you enter the company name as Zoho all these details might be or will be available to you so that you can fill those missing pieces on its own so that is the idea behind having data ement and you can also check the history see of what happened in the data adment like recently I have done an adment while we talking and you can also check the usage on how frequently are doing this there is a limit on how much you can do this so every month you can add up to 2,500 records combined for leads contacts and accounts but I think it should be sufficient but in case if there is an additional requirement as well we can increase that from the back end if needed there is also a new option that is released for approaching the customers which is the best time to contact so this could be helpful when you are trying to reach out to a customer for example if I am a sales rep and I'm trying to reach out to a customer I don't know when the customers is available right I might try to call him or call her and the call could go to a voicemail I might probably send an email to the customer and probably they don't respond back so what Z does here is based on your previous emails that you have sent across the previous calls that you have spoken to the customer it tells you what is the best time to reach them for example I work for Canada and us right and I am working from India so technically my uh working time is from 600 p.m. to 6:00 a.m. in the morning and probably if you're going to send an email or try to call me at 10: a.m. or 11: a.m. in the morning I'll probably like sleeping like a baby right so what ZR does is it checks the usage of the customer based on the previous emails or previous calls that they have had with the customer and based on the responses or the call attend percentage this Zia finds a pattern to it and then tells you this probably is the best time to reach the customer because that is when most of their activity was so this is also one of the new features that got released very recently any questions on this thank you thank you Lis so what you do is you go to this settings at the top right and then you go to this section called as communication here and you can enable best time to contact for calls or emails so once you enable it Zia starts to track the activities that is done and it tries to find a pattern and once it does it shows you in the section that I was showing you earlier so set up Zia and communication and just enable calls and emails or if you want just one you can do that as well and once you do it it usually shows up under this section this time to and also when you try to send an email click on schedule it tells you to choose best time to email or something like that so this is how you can use this option thank you l so with that I think we have come to the end of today's session so I I'm just going to recap on the things that we have seen for today's session so we just discussed about how Zoho split into two things one is the SFA and inventory how the sales flow automation is set with multiple businesses in mind and then we saw a little about how kiosk can be used to actively interact with the sales rep and how sales rep can actively interact with a customer and collect data and how kios can give suggestions as well and then we also uh saw a little bit about how to lock a record deal for example when a deal is closed or something like that and then we saw a little about how to export data from your system and how to easily do it to make your uh usual report process a little less cious and then we saw how to use admin tools for example and to customize or delete or add Del or add multiple uh things from one place and then we saw a little about how to use the best time to contact and how a similarity recommendation can be given using the AI Z that Z has in house so thank you thank you all for today's session and thank you for actively participating with the questions