Enhance Your Life Sciences Business with Crm Opportunity Management

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good morning everyone this is Tim Wilmot speaking from Wizard systems thanks for joining me today for this presentation to show you the capabilities of workbook CRM what areas of your business it can address and how my company wizard systems can help you with your CRM project now we run these short presentations every Friday focusing on different aspects of workbooks and CRM and today we're going to look more closely at opportunity management how do you keep a track of your sales pipeline your sales forecast potential Revenue coming into the business this presentation will be approximately half an hour or so it's just a basic session everyone uses CRM in different ways everyone's got different requirements and I wouldn't have enough time this morning to go over all of the extensive capabilities so after this session if you want to explore workbooks in more detail we'd love to organize more of a onetoone session with you you and your company and we can obviously then go over your specific needs now also on the call today we've got approximately 30 people and looking down through the names I can spot some people that are already trialing workbooks and I'm sure some people whove never seen it before so excuse me if I'm going over some existing information you you may already know um I need to go at the speed of the slower so to speak now the audio parest presentation is one way only your microphone is on mute if You' got any questions please type those in as you think of them into the question section on your meeting control panel which you'll probably see looking in the top right corner of your screen and I will answer those at the end of the session also this presentation is being recorded you'll get a a little email automatic email from our system with a linked recording uh maybe about an hour or so uh or a couple of hours after the recording and you can share that with your colleagues and we'll most likely put it up on our YouTube channel as well okay so let's get started just a brief mention about my company wizard systems we're an independent dealer of CRM systems we've been doing this a long time we've implemented well over 3,000 installations up and down the UK mainly into small and medium-sized companies and as you may know already workbooks is a host is a is a cloud system so there's nothing to you don't need to worry about upgrades or backups it's all done for you and we have some customers that do their own thing with workbooks they set it up themselves teach themselves how to use it but we we're here on hand to assist you in any step of the way if you need any help in getting the system set up implementing it customizing it to your requirements providing new training we can train you at your place you can come to our premises we're based near Bristol or we can do training online as well and all the ongoing Support also we got a nice friendly responsive help desk so if you get stuck you can call us and we'll do our very best to sort out any queries that you've got so in working with you what we want to try and get at is what are you looking to achieve with your new CRM system what issues you're looking to solve what objectives you're looking to achieve are you looking to replace an older CRM system are you just starting up in business and you recognize you need a central system to track your leads and develop your business do you want to improve your marketing improve your sales process improve the way you do sales quotes improve your customer service uh we focus on many of these different aspects in our other weekly uh webinars so um that's the our guide ing um principle and how are we going to measure after a few months of using workbooks we look back and think well what have we achieved what's the ROI on our investment in workbooks so what is workbooks it's a ready-made system to manage you know in one place all of the information about your leads Prospect customers and your interactions with those people so it's a great way of sharing information improving teamwork it's got some marketing Tools in there as well to help you be more proactive in your Communications to those prospects and customers now unusually for a serum system it also has the capability and if this is relevant to today's discussion on opportunity management is the ability to do sales quotes and an option to then create sales orders and invoices now there's two editions of workbooks that you can sign up for there's CRM Edition Business Edition Business Edition will do the financial stuff like creating orders and invoices CRM Edition um we'll take up to quote stage so it's all the basic CRM stuff and you can mix and match these two additions so if you're say five users you could have three users on CRM and two users on on business we can also do and trct customer service so do you have a customer service team help desk Engineers technicians they too could be using it there by sharing information with the sales and marketing teams and workbooks as well as it being a great personal productivity tool it's a management tool as well to help you make decisions to help you control your business more effectively now workbooks is 100% clad as I've said already nothing to It's a UK system it's very very secure workbooks has been certified in all of the six releases of the UK uh government g-cloud certification program bit of a mouthful but basically it's nice and secure it's very reliable last year we had an uptime of 99.99% and it's very popular in the last three years in the UK we've won the networking industry CRM product of the year uh which we're very proud of so just focusing in a little bit more detail on some of those aspects so at the heart of any CRM system is the information about our customer so you've got a readymade database with workbooks you be you can be up and running very very quickly now it is very customizable shortly when I show you the system nearly all of the screens can be changed by you you don't need to be a programmer it's very easy when you see a screen to take Fields away take columns away add fields to it very very straightforward you can also have different levels of security in there as well so if you're a bigger team and you want certain people to not see any information or do certain things in the system you can you can Define different user roles different access levels to prevent people doing things that they shouldn't of course we're using workbooks to manage all of your daily activities it's controlling your working day your phone calls your client meetings any tasks and activities are tracked in the system thereby building up a wonderful history of everything you've done and your colleagues have done with that customer we can integrate with any email system we've got a rather nice integration with Outlook uh this this is an add-on option our come on to prices at the end of the session but the Outlook integration allows you to integrate your emails as you're sending and receiving your emails they can be copied together with the attachments into the client's record and we can also share your calendar and your contacts in a bidirectional way as well included in your subscription we work with any browser by the way including your subscription is access via any mobile device and a tablet so wherever you are whatever device you've got you've got access in real time to all of your valuable client information now an important aspect of workbooks and any decent serum system is the ability to use the data proactively to mark it in a targeted way to your your prospects and customers and that's exactly what we we can do with workbooks and we do focus on this in in other weekly presentations but thinking about first of all how do you get data into workbooks well we've got a nice import capability with the system uh we we can Import in a CSV type format comma separated values so if you've got data in Excel right now or similar it's very easy to upload that information into workbooks we can also integrate with any web form on your web it so if you've got a a form on your contact us page on your website that can be integrated to wordbook so as people fill in their information it automatically creates a lead record in the workbook system and it will alert you automatically to this new incoming lead now before doing any marketing campaign we got an easy way of creating a Target list a list of the people that we want to Market to and we integrate a standard with three very popular email Marketing Systems uh MailChimp Constant Contact and mailer MailChimp is probably the most popular one I find that uh when I speak with with our customers at least a third of companies that we're dealing with are using MailChimp already it's very easy to use and has a free trial um capability if you're mailing if you have if you have a subscriber list under 2,000 you can use it for free so with this integration with MailChimp all the others you create your list in workbooks that list is uploaded to one of those systems no need to export or import information MailChimp will design a nice looking email for you it would deliver the email to your customers and then with the integration automatically we can see the responses to that campaign coming back into wordbook so we can see against a client's record the emails they've been sent what they opened uh what did they click on and looking at hard bounce and opt out information as well so what we're going to focus on today is managing the sales process by tracking your opportunities and part of that could be that you you could use the sales quotation capability in workbooks so both CRM Edition and Business Edition allow you to create quotes it can store your pricess in the system we can store numerous different quote layouts for different sales quotation situations it would deliver the quote in a secure PDF format of our email we can email directly from the workbook system to save you time that's all track all these emails are tracked in the history of the client but a nice way of Designing the layout with your logo your teas and C's and these quotes that you do can be integrated with the opportunity the record of the sales project the record of the inquiry summarizing the opportunity of summarizing what do we hope to get from this customer what's what's the the the nature of the opportunity its description its type uh its value when is it going to come in what's the probability of getting the deal who are the competitors who are the decision makers workbooks is going to give you answers to all of these questions with the use of the opportunities and then thinking about the sales process if you're using Business Edition and the customer wants to place an order with you that two can be tracked through through workbooks create the the ability to create sales orders invoices credit notes record customer payments create purchase orders to suppliers all that can be done through work books also we do integrate with sage 50 in the UK if you've got Sage accounts we can integrate with that as well again to save you time and to prevent the reing of uh double double entry of information brief mention about customer service so another dimension to workbooks this is included with every addition the ability to track service calls on a separate screen it's all very customizable you can apply deadlines to those calls you building up a a trend of history of these issues and what were they and what was what was the resolution to those problems so in a way you're building up a knowledge base as time goes on a wonderful resource of information to help you resolve future issues now final slide before I dive into the demo proper putting your manager's hat on here using workbooks we got a great way of managing these sales activity levels we can see what's going on in our business as regards leads coming in sales activities calls being made client visits and so on looking at all those key metrics of course a key thing is the opportunity and being able to see all of those opportunities we have a report writer included with workbooks there's about 50 or so ready-made reports that uh come with workbooks you can create your own as well you can create charts from those reports you can output the reports to Excel and also we include complimentary to that our dashboards which many software applications feature as well nice visual pie charts line charts bar graphs summarizing again key performance indicators in your business okay so let's dive into to workbooks proper now this morning I'm showing workbooks to you via Chrome it will work with any browser it'll work with an apple and it's a slightly different interface if you're using a mobile or a tablet but here in Chrome we we can see here I just logged in it's got that familiar look and feel already it looks like your Windows desktop with the start button down in the bottom left hand corner and just to the right of that there's a Google like search box you can type in any word or phrase and it will find it for you wherever it exists as a customer record or an opportunity record or part of an email it will it will find it for you but from that start button and the start menu here we've got access to all of the important elements building up the CRM solution with right at the top there records of people that you deal with and companies that you deal with there's your activities what activities have you got to do today emails that you've received or sent support issues sales looking at your leads look o looking overall at all of your opportunities quotes if you're a marketing person what campaigns have you got on the go at the moment creating your mailing list managing products and services if you're a financial person looking at your financial transaction so everything's no more than a few clicks away it's easy to navigate your way around the system so first of all let's dive into organizations let's see a list of all of the companies in my system so here they are rather like an Excel spreadsheet summarize row by row here you can decide on this window what columns you see I'm just displaying the organization name primary phone number location and name a salesperson you can insert loads of extra columns in there as you as you wish and down the left hand side we can also put these organizations into different groups or lists or workbooks calls them views so if you quickly want to jump into all of your prospects quickly it will show that to you or show me all of my suppliers easy to dive around these different lists now let's just go into a company record here imagine we've got a client called Atlantic computer services and this new window that's appeared notice the tabs running across the top there initially we're on the main tab this is the key information about this company now this is an example of what workbooks gives you if you started using workbooks right now this is what you get but you can change this screen you can remove things from here if they're not relevant you can add new custom fields to this screen and you can search on any of this information you can create your marketing lists on any this information you can report on any of this information so that's the main information about the client and then running through these tabs across the top there we can see more information nice little numerical indication there the number of Records lurking Below on that tab so General notes or files relating to this customer activities 43 activities recorded with this company here we can see all of the phone calls due meetings tasks that have been completed their status and who's doing what to who and when and why emails as I said earlier we can interface with any email system you'll see the emails here exactly as you saw them in Outlook or all the other of the other email application you might be using who are all the people that work in this company there may not be just one person that could be multiple people they're all there opportunities and this is what we're going to discuss in a little bit more detail we can see there's two opportunities on the go here transactions are Financial transactions so this will list and allow you to drill down and see quotes orders invoices contracts if you're a service person these are the the support cases or tickets there's 12 of them here against this company we can dive and drill down and see more information about those if you're a marketing person what campaigns are on the go with this client and what's the status of those campaigns with this customer so everything's very easily accessible you can customize these tabs by way if some of this information isn't relevant to you it won't be displayed right opportunities so we can see here there's a few opportunities on the go and if I dive into one of these two opportunities up Pops a new window now showing me all the information about this potential sale like we saw with the company record we've got those tabs this those consistent tabs running across the top there allowing me to drill down and see more detailed information about this opportunity initially though we're on the main tab this is the key information about this opportunity and again this is pretty much standard workbooks this is what you get when you start using the system but deliberately you can change this you can remove fields from here you can add new Fields but as as you might expect we we've got a name of the opportunity notice this field has got a dark blue leftand border it's a mandatory field so you can make fields on the screen required Fields you can't escape without putting something in there when is the order going to close by what's the stage of negotiations with his client so do you in your company do you think of inquiries going through different stages do you use some kind of sales methodology and workbooks could be adapted to match that now these are just this drop down list here is just an example of what workbooks gives you you can zap all these and put in your own terminology interestingly that stage where are we at in the sales cycle can be made to automatically adjust the probability the likelihood of us getting this order so here in my example I've got stage three closing we're going through some kind of closing stage well maybe we're doing quite well and we're awaiting the order there we are do you see the probability has jumped up to 80% you can change that little rule there what's the category of solution what's the name of the salesperson every record in workbooks has an owner who is responsible for this thing who's responsible for this customer who has to do that call who has to who has responsibility over this sales opportunity that's there what's the type of opportunity maybe you've got different types of sales you can track that there now importantly we want to know where did this inquiry come from so key to any decent serum system is the ability to track your Source the various sources to know where your business comes from and then over time to to measure the value the ROI on this on this marketing activity and the the actual value business you're getting and relating to that uh the name of the campaign as well now in the lower half of screen is an example of if you wish to to record the individual products and services that build up this opportunity and from here if you wish you can then create a quote order or invoice we we do feature this in in other weekly presentations so if you want to you can do your sales quote from here all again all very customizable these columns that you see here are just examples of what workbooks gives you you can customize those now running across the top of the opportunity window we've got all those tabs so we can see if you want to you can see all of the activities specific to this opportunity emails backwards and forwards to the customer specific to this opportunity are there we recognize that you might be dealing with more than one person on this opportunity different buyer roles different decision makers key users that you're talking to so they they may be uh Records in your in your workbook system we can link to those as indeed we can link to other organizations maybe there's other partners that we're working with on this particular opportunity so there we are a particular opportunity relating to a particular company there easy to access that information and I just pop back to the main company screen this is one way workbooks gives you normally multiple ways of creating new records so this is one way of creating a new opportunity from there so that was one opportunity now how do you you're standing back now how do you see the wood for the trees how do you how do you see all of your opportunities well quite simply you go back to your start button and your start menu here and up into our sales section this is where you can see at a glance all of the opportunities on the go right now like we saw earlier with a summary view of all of our companies in the system this now is displaying all of the opportunities and we can customize the columns that we see here in the summary View and just like Excel you can click on these columns here and you can sort things in ascending or descending order or you can use on nearly every screen in workbooks you'll see a little filter button this is where you can drill down and say to World Books I only want to see opportunities above a certain value or closing this month or above this stage or sales for salesperson Mary so easy ways of drilling down there another way of seeing at a glance seeing some kind of a summary of what's going on there is via dashboards so we have customizable dashboards in workbooks this is just an example of one that you could easily create imagine we've got a number of different sales people and we're working on our sales over different stages so this is summarizing all of those sales locked up in those different stages by a salesperson and compliment to this we have a report writer as well if you want to be able to print out and or maybe dump into Excel more detailed information about your opportunities then there's a full Reporting System also so that's a quick overview there of the opportunity management system in workbooks and a brief for those of you that haven't seen workbooks before a brief overview of the interface very easy to use very easy to navigate your way around the system look looks just like your Windows desktop it's got that very familiar look and feel and now i' like to just cover some pricing of workbooks so there's an annual subscription with the system based on the number of named users that you need so here we are these are the two editions CM Edition and Business Edition remember Business Edition does everything that CRM does Plus the financial stuff creating orders and invoices credit notes and recording customer payments so you need to add VAT on top of this uh we do also have some add-on options that you may want to consider for example there's the Outlook add-on uh this allows you to share your emails with workbooks and also share in a bidirectional way your activities your tasks your calendar and your contacts be realistic with your CRM project do what help do you need from an experienced company like wizard systems with over 3,000 installations under our belts what what help do you need in getting the system set up do you do you want us to do everything for you or maybe do you want to be shown how to do things and then you set your own system up we can we can adapt to to two different ways of deploying this solution a DIY type job where we could give you a little bit of initial coaching and training and you then go off and Implement your own system and train your your colleagues how to use it but we're still we can still be in the background to assist you if you get stuck along the way alternatively if we know exactly what you want to do what you want to be set up we can consult with you and do the whole thing for you and train all your staff on how to use it okay so as I normally do on our weekly sessions we come to our question section so uh please if you've got any questions um please feel free to type those into your question section I'll do my best to anwers I'll just give out your first name by the way to uh protect your privacy uh first question from Andy can you have different types of appointment sorry different types of opportunities yes you can Andy uh in fact a clever part I didn't explain a clever part of workbooks is the ability to all of those different records I showed you record of a company record of opportunities they can all have different layouts so if you have different types of opportunities some requiring you to store different type different sorts of information as compared with other types of opportunities that's what you can do with workbooks you can Define different form layouts different screen layouts for these different types of opportunities so Andy definitely yes uh next question from Myra we currently track opportunities in Excel why is this better well first of all with workbooks it's been designed to track opportunities and these opportunities are visible against client record so you can see potentially a lot more information about what's going on there also with a CRM system it's more easily sharable with your team whereas Excel can be maybe just one user at a time and also being able to access it wherever you are and and being able to report on that information in an easy way with those dashboards so that there are several significant advantages of using a serum system for tracking opportunities rather than a a solitary Excel spreadsheet and and of course it's it's ready made uh you can start using in in a few minutes whereas with Excel you've got a bit of you got a bit of planning and thought before you dive in there um next question from Mitchell what what's the cost of the contracts module uh that's so that's that's like a separate screen to allow you to track all the information about a a contract and uh that's that's an extra 48 pound per user that needs that functionality for sorry 48 per user per year Mitchell um for the number of users that need that capability okay let's just see if there's any more question don't think there's any more questions coming through there so it just remains for me to say thanks very much again for your time this morning hopefully that's given you a good uh overview of workbooks and a little bit more detail around opportunity management uh remember that um you can trial the system for yourself there's a free trial on on the workbook.com website no credit card required very easy to sign up and play around with the system and finally if you need a more detailed discussion with yourselves so we can go over your requirements uh please let me know uh contact any Visa wizard systems or my name is Tim wilmart Tim wizardy system.com there's our phone number we'd be more than happy in discussing your CM project so thanks very much for your time today and hope to hear from you soon thanks very much indeed