Boost Your Customer Service Efficiency with Lead Opportunity Management for Customer Service

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good morning everyone and welcome to today's webinar focusing on sales opportunity management to drive sales growth so this session will last around 30 minutes as per usual feel free to ask questions throughout the webinar using the chat and don't worry about taking as you know any notes as you will be sent a copy of this recording afterwards if I can't cover all the questions and misses I will get back to you individually after the webinar has been completed the demonstration will take place in the Prospectus erm so this webinar should provide some insight into how the prospects CRM can help you drive your businesses sales growth this software is accessed by your browser meaning you can access the CRM on multiple devices such as tablets and mobile phones if you are on our older product version 6 CRM and would like to find out more about the prospect the new prospect CRM do get in touch with our customer services department we even offer a test drive service where you can view your own CRM data on this new platform a perfect way for you to try out the new system ok so a little bit about me and for those that don't already know my name is Isabel owner and I work as a customer success manager here at prospect soft so one of my key responsibilities is to successfully onboard our new customers and newly migrated customers as well and I also want to take our on-site training and write some the key online resources for the prospects CRM such as our articles and videos featured on the prospect Academy site so I'm sorry if you already been watching a lot of the training videos as you might get a little bit bored on my voice and do bear with me I hope this session will help you guys out so now that we've completed the introductions let's take a look at our agenda for today's webinar so it will be first taking a look at where the CRM can assist with the sales growth and at what point in the sales opportunity process the CRM helps them manage that opportunity we will then head into the CRM and take a look at how you can configure the lead statuses so that you can start using the lead pipeline functionality so lead pipelines is one of the key tools in managing your cells of so we'll be taking a look at how you configure those and also how we're going to use them and so once we've created the lead statuses and pipelines will then take a look at creating a lead record and what information you can record and how to use the statuses we have just set up within their pipelines next we'll then be going through how to add notes to a lead and how to also set a recall to ensure someone proactively progresses this opportunity through to it being hopefully sold we'll then take a look at how to create a quick row underneath the lead and how to convert this to an order then finally we'll be taking a look at all the useful standard sales reports that we have available within the CRM and where you can find those so I thought it would be useful to first explain where the CRM can assist with the sales growth within the sales opportunity process it's worth noting that the CRM will not generate you brand new contacts there will be potential leads you should be using marketing activities to generate your new sales opportunities and so for example this might be your data leads so gator leads is a product of QE negates that who we are a reseller of so this tracks visitors on your website and wants a visitor has gone on to some of your key pages which is your pricing more product information pages there then flagged as a lead for your sales team to then target so at that point once they become a target is when you then want to add all their contact details and things like that to the CRM and then start managing that sales opportunity process via the CRM there are other other forms of marketing activities that you might be undertaking is obviously social media campaigns events or telemarketing all of which will generate generate or should generate some brand new leads for you the CRM can help generate leads in this way but would be primarily add-on sales for existing customers so this could be achieved by using maybe our integrated email marketing platforms such as Gator mail or the CRM reporting or by using the recorded interactions in the core functionality that we have so before we get stuck into the demonstration I thought it would also be worth specifying aware within the CRM you can best manage your sales opportunities so within the prospects CRM we have a hierarchical structure as we found this was the best way to organize the CRM data the hierarchical structure starts with the company at the very top for example he would have the Brown's group as the company and then underneath this company you would then I have the divisions and these would be obviously the branches such as Browns of Sheffield's and Browns of Oxford so each of those would be a separate division then underneath the divisions you would have the people who work at these branches so these are known as contacts within the CRM then finally you have a record called a lead which has logged underneath the contact as you would be discussing an opportunity directly with a person after business you would use the lead record to manage the sales opportunity if there was another sales opportunity later down the line then you would create another lead record for that particular sales opportunity therefore you would create a lead for each cells and lead that you would have for a customer to have an individual lead record for each of those please note that the lead records are only appropriate if you have a slightly longer sales process for example if there's a lot of back-and-forth for negotiations comparative quotes and maybe even some meetings and if you don't have much back and forth for any of the above then you're probably better off just using the quote records or even the just the sales orders records but this webinar will be focusing on leads so there are two key features which will help you manage your sales opportunities one of which is lead pipelines so these pipelines should depict your sales opportunity process using statuses as the different stages of that process a lead pipeline will include a series of statuses sequence in a particular order that the sales opportunity to experience for example your first status may be inquiry and then the next would be meeting booked then finally having either sold or lost as your clothing statuses with the pipeline so please say that you can because you can't have multiple lead pipelines if you have more than one sales opportunity process you don't just have to have one by using the lead pipelines you can also identify it when you are losing the opportunities within that sales process so when is that particular lead falling out of that pipelines and you can see at what stage it then became a lost lead the second tool that can help you manage the sales opportunity is the note and recall functionality it is very important to record all of your interactions with the customer or prospect during that sales process so you can review how the sales opportunity is going and so someone else in the business could pick up the lead if required if you're out ill or if you were on holiday or out the office then hopefully as long as you've added all your notes someone else from the business could pick that up and continue that sales process the recall functionality also allows you to set reminders enabling you to proactively be proactive during the sales opportunity process to ensure it is progressing through to hopefully being sold you can also send past other CRM users within your business which is ideal if various teams are involved during the sales opportunity process the recall functionality also promotes ownership over a lead so you can clearly see who is worked on this lead if further information is required finally another tool to help you manage your sales opportunities is to either use the standard sales reports build your own reports or use business intelligence tools you could use all three if you wanted to by using the standard sales reports such as the pipeline report this can help you gain insight into your current sales opportunities and help your plan your sales teams efforts as well so who should you be targeting next various standard reports are available within the CRM however we do understand that every business's reporting requirements are different so you can just use the report builder to build your own report list an alternative option if you prefer more interactive graphs or more advanced reporting then you can look at using business intelligence tools the serum has an open architecture making it remarkably easy to dive into your data and gave a gain powerful business insights this allows you to not just query the standard CRM data but also custom data fields entities and tables from any of the leading business intelligence and reporting tools one example of those is obviously Microsoft's power bi which we do have some standard content sets which again we have loads of articles on our prospects of the calamy site on how to access those ok so let's head on in and take a look at all of this in action so here we are in our setting center I'm not too sure how many of you have had a venture and had a look around here but basically setting sensor includes all of the options that you could possibly configure within the crm yourselves and so here we want to find first of all our lead configure option as mentioned earlier you will firstly to configure your lead statuses before you then go on to configure your pipelines so to do so just click on the configure link here and that will then open up our configure leave the status window within here all of your currently statuses will be listed and any that have also been obsoleted to add in a new lead status just click on the plus icon in the top right hand corner and within here is fast we're going to ask us to give the newly status a description make sure this is relevant to the sales opportunity stage that this basis will be used for for example this might be meeting requested once you are happy with the description that you've given it just click create now that we've created the new lead status will then need to choose some additional preferences for this status by clicking the pencil icon on the newly added status this will open up a side panel where we can configure some of these additional options so first of all is the recall required option so in the CRM you can ensure users take ownership of a rack Cordura leave record in this case by setting them a recall or otherwise known as a task as a result you can determine if a recall is required or not when a lead is in this particular status so does someone need to take ownership of this particular lead when it is in the stage of meeting requested I would probably say yes for this one which kind of want to make sure someone is chasing that and I usually got a date for that meeting so we'll keep that as required and you can choose to say whether it is optional as well with a pop up or you can say it's optional with no pop up so what it means by the pop up is if a recall in a reco pop up comes up in their faces when they change this particular status but again we're going to keep it on required next is the close date so if this status is going to be a close data such as sold or lost then we need to ensure this is selected and obviously this is an active it's gonna be an open one it's not at the end of that particular pipeline's it's going to be a open status we also have status outcomes so we're for reporting purposes you can choose whether the status is a positive neutral or negative outcome for example using that law status again that is probably going to be a negative outcome whereas a 1 status may be a positive outcome for this one we'd keep it as neutral cuz we don't quite know yet until we have to come out of that meeting wherever it's going to be positive or neutral a positive or negative we also can choose whether the lead once in this particular status can be edited read-only or only admin users can edit this I probably just keep that as editable for this one because of course anybody kind of wants to get on there and update that if a meeting has then be booked if you no longer need a status anymore you can choose to also obsolete it by obsoleting our status users will will then no longer be able to choose this from the drop-down and any leads are already in the status will stay within that you don't see their need to go through and change them by v's and the bulk up data to use a new one or you could just leave it in there and if they don't need to be changed next is the status detail so the status detail can be helpful when further clarifying the current state for example a Safety's have lost doesn't really explain why so you may have a Safety's detail for lost competitor or lost due to price to do that you just need to click on the plus button here and give your new status detail or description I'm going to click create for this one no we just want it to be meeting requested so once happy with all your amendments you just click out of the side panel and then all of our changes will be saved so now next we need to configure our lead pipeline so we need to add our new status to a lead pipeline so we can use that within our lead process so to do so just need to navigate back to our settings Center and then find the new lead pipeline configure options should be here so we'll just need to click on the eclipse' configure link for the lead pipelines again and this will open then the configure lead pipeline window so here all of our current blue pipelines will be listed and also any obsoleted ones as well so to add a new lead pipeline just again click on the plus icon in the top right hand corner here will then be asked to give the newly descriptor new lead pipeline sorry a description make sure this again is relevant to the sales opportunity that the pipeline will be used for for example this might be add on sale once you are happy with that pipeline name just click create so now that we've created our new lead pipeline we'll need to add in the require statuses within this pipeline we can do that by clicking on the pencil icon for this particular pipeline this will then open up a side panel for us to start editing this particular pipeline so to add in the require statuses you'll need to click on the plus icon in the status heading this will then give us a list of all the active or so as they open statuses that we currently have configured within the CRM so here we can select the statuses that we wish to add to this particular lead pipeline so for example we might want unqualified we might want them qualified meeting where's our meeting let's go for meeting requested their meeting booked then finally quoting and maybe pushed for clothes as well so once we've chosen all of those stages we then can update click on the Update button and then that I'll add all of those statuses to the lead satis section obviously we do want to make sure that this is in the correct sequence and so we can do that by dragging and dropping them so we might want unqualified being first then qualified then our meeting requested and then our meeting booked and quoting ok so now we have got all of our open statuses added to our pipeline the next thing that we need to do is configure our closing statuses so that's going to be you know sold loss etc so to do that you just need to click on the plus button next to the closing status header and then again will be printed presented with a list of all of the closing statuses configured within the CRM so we just have to here which is lost than one but you might have more so I'm going to choose both of those and I have a click on update and then that is going to add them as our to closing statuses here ok so now that we have configured our pipeline let's go and actually create a new need record I'm going to use our recent activity here and open up our contact of Michelle jewelry so here we have our favorite contact of Michelle with her contact record open and she is interested in buying another alarm system from us so therefore we need to create a new lead record to start managing this sales opportunity to create a new lead record just click on the plus button here so the quick add and choose the lead option from the drop-down we can then start filling out information about our new sales opportunity to start with we need to give this opportunity a description so this should represent what this sale entails for example this might be new industrial alarm installation next we have the salesperson so this will be the CRM user that will be responsible for this particular sales opportunity you can change this later on if the salesperson just changed during the sales process so don't worry if it is going to change later on you can you can't change that but please note if you do have a quite a quite a few drop-down options such as this one you can just type in here for the desired option and then that'll filter down and the drop down for you to that particular search term so I can choose that to be myself next we have the lead type so this should characterize or what to type a sales opportunity that this involves so you might characterize your sales opportunity based on the product type or the type of cell such as may be are occurring or one-off it's completely up to you you can filter your sales reports based on this lead types and make sure this does include all of your typical sales opportunity types and for this example we delete use the alarm system one next we have our lead pipeline functionality so as mentioned before you can have multiple pipelines which is particularly helpful if you have more than one sales process so as mentioned before that the lead pipeline should represent the stages that your sales process involves so for this example I might choose additional South because shell jury is already a customer of ours just wants to buy additional alarm system so by choosing the additional sale pipeline the status is automatically populated to the first aiders within the pipeline which in this case is unqualified so if you do need to skip a status because for example you've already qualified them then just simply choose the next data in the drop-down they have been helpfully numbered so you know the sequence that these statuses should go through finally we then have the size and margin dropdowns which should represent how big of a sales opportunity this involves simply just choose the appropriate range from the drop-down so if this one I might go for 2 to 5k and maybe the margins up to or maybe want a 2k do make sure you choose the correct range as the average of this range will be used on the pipeline reports until the quote recorder has been created underneath this lead and it knows the exact value of the sales opportunity you will notice that quite a lot of these drop downs here and have this configure option at the bottom which basically means you can add and remove options from the drop down if you have administrator rights so only administrators will get this configure option so once you are happy with all of our selections we can now click create and that will then go through and create our new lead record so once this has been created we can go through and take a look at some of the key fields and that will help you characterize and manage this lead so starting from the left we have our summary box which allows you to input brief summarizing notes about this sales opportunity so anyone can add or update this field and so do make sure that this summary includes and kind of the most relevant notes and also that if there are any kind of important notes the operating of them and the activity section so no one can just simply overtype them next up is the characterization section which has the lead type field that we saw earlier and also a lead analysis field so the lead analysis shows you - allows you to further characterize your sales opportunity to help you when trying to filter your reports what you have in this drop-down is forked completely depends on how you want to classify your lead records it's completely up to you again you have that configure options you can add remove any from there this one we might want to say it's repeat business if we just go down we then have the status section which includes the salesperson that we chose earlier estimates a closed a current status and the lead guitar the estimated closed a should be the date that you think this the cell will be sold by by default the estimated closed date will be set a month ahead however you can change this date and by using the select the date selector if you think it's going to come in any later or earlier estimate the clothes date will be used on standard pipeline reports as well so do make sure you keep this updated during the sales process next we have the current status so you would use this to change the status through the pipeline so if I just scroll up we can see along the top of the record clearly what stage the lead is within this pipeline if I do change the status to the next ones first go and change this to in sales process it might pop up a Rika Windows if you remember when you're configuring those statuses we can choose whether a recall window pops up this is what that is but we'll come on to that in a bit if I now scroll up we have then can see that it's now moved from qualified to being in turn sales process so one step nearer to being that closed one one thing to note with the prospects here on pipelines is that you can easily move back to the previous status if need to be to do so you simply just choose the previous one from this drop down as easy as that so we then have our Gotama tur value so this should represent your gut feeling have how likely this sale is going to be salt the Gotama tur is quite a nice visual and giving you a traffic like graph as you change the values and it obviously as you go kind of above 50% it will go to green it's quite likely at that point the Gotama to value is used in the standard sales reports when calculating the best likely and worst figures so again make sure you are updating those as the sales opportunity progresses moving along we have the at a glance section so this includes the next action do button which we'll come on to in a moment and the opportunity value and some key contact details such as a link to Google Maps to view the customers address you can also see how many active quotes and orders place have been created underneath this lead the opportunity value just shown here will be obviously using the average of the size range we have selected when we were creating that lead and all also use the potometer value to calculate its likelihood to help manage the sell opportunity you can set tasks for either yourself or a colleague so to do so just click on the next action du button this will then open up the recall window where you can type out the follow-up tasks you have rich text options such as bold italics and different font colors and different sizes as well within here you can also see how many recalls that user has on that particular date you're setting the recall for and you can also see how many overdue vehicles they have as well so that's very helpful when you're managing our workloads if you are setting the recall for someone else then an email will be sent with a copy of the message that you've written out in here and a link to that particular lead record I'm going to set it for our support login and for today so we can see what that looks like so give this person a call about this opportunity so what you are happy with your message there and the date and the user you'll be sending it to you just click Save and then now if I go to my little recall list there I've now got to set for today and I can open up that particular record and view all that information see what I need to do with that task and obviously action it so let's just say I have given Michelle a call and now I'm ready to kind of cure this recall or send it over to someone else all you have to do is click on the next action du button and then you can either set it for someone else if this particular say this requires a recall or if it's in a closing status or particular status which has an optional recall you'll have a button here to click clear recall and that will be removed from your recall list you can also just add a note to your lead record without having to set a recall so as mentioned before it is really important to record all of your interactions on the lead record you can do this within the activity section here simply just click on the add reply here and then you can type out the note that you wish to add you have the same rich text options as the recall window you can also set an interaction type as whether that is just a general no or if you took an incoming call or received an email as well once you're happy with your note you can just hit post and then that will be added to the activity section and or say that you have added that notes and at what time and what date another way of recording your interactions is to use a document templates you have configured within the CRN for example if I click on this users yep this contact sorry email address that'll open up our email configurator and from here we can choose to use a template maybe such as our lead introductory email as you can see it automatically populates the body of the email using the information from the lead such as the contacts name and the description what's happy with your email you can click the send button and then the email will be saved to the activity subject and activity section as well obviously need a subject line so it's just warning us there so I'll just put in need info hit Send we can take a look at how that appears I'll refresh the record and now we can see that the email will send and I could click on that and view the information that was sent so one other way to record your interaction on the lead is to save external documents such as receiving emails and Word documents so if I go into the documents page we have this drag files here section so you can drag and drop the external file onto the section and it will be saved for anybody else to view you also have the safety CRM adding that you can be installed via the office store we will be releasing actually a newer version of that soon so again that's something to keep an eye out on new releases blog ok now that we've taken a look at creating lead records let's take a really quick look at how you can create a quote underneath this lead during the sales process process you naturally need to provide a quote to the customer so they can confirm whether they wish to go ahead with the sale or not to create a quote record click on the quick Add button at the top right hand corner here and choose to create a quote from the drop down the first with information asked for is the quote description this will default to the name of the lead description so you don't have to actually type that out if you don't if you're happy with keeping it at the same of course you could over type that if you wanted to you can also choose which currency that you to sell in and of course it's going to take whatever currencies be set at the division records hopefully you shouldn't have to change this you then have the option to choose a quote template to base your quote on or you could search for another quote to choose to copy all their products from but we're going to create this quote from scratch now that we have can filled out all the information with you click on the create button and that will go through and create a quote record underneath this lead we can then start adding products that we wish to sell to this particular contact and please note there are a few different ways of adding your products to a quote record but today we're just going to be using the quick search so I'm gonna search within here for our industrial alarm system products so by clicking on that is then gonna add this product to our quote and it will pull through the selling price from our integrated accounting system and then I can also view additional information about this product if I wanted to such as maybe the cost price margin and also maybe the stock as well which is also quite important so now that I've completed my quote and may wish to provide a copy to the customer again if you click on this contacts email address and then choose our quote email template from the drop-down which will then Auto populate and give us a copy of that quote that we had we can send that through to our customer so once the customers confirmed they wish to go ahead and they you will obviously need to fill out the customer order reference with their P o so whatever they provide you with and then you can click the firm order button to push that order through to your accounting system obviously you do all the invoicing and the picking from your accounting system or inventory management system so that'll all be done within there so we are now happy that this particular orders been closed off and sold so before we finish off this webinar I just want to take a quick look at the standard sales reports available there to access their sales reports and expand out the side panel here and then choose the sales reports group from the options here so within here we have a set of sales reports such as our sales pipeline this month report so this report shows all the leads within a pipeline that have an estimated closed date of this month so remember our saying about how it's important to update that estimated closed date we also have some useful summaries at the top of the report such as worse likely and best figures calculated using the kilometer and lead value another user report is the increasing revenue report just here so this shows you all of your customers who have increased the amount of spend with you year-on-year this report uses the sales transaction data it's our information from your integrated accounting system very similar we have the decreasing revenue report we don't have any data in here just due to it being on demo 1 but for your for your accounts that'd be really quite useful because it will show you all the customers that have decreased the amount spent with you as a business year-on-year this report can really help yourselves you focus on those customers that may be slipping away from your business I won't go through all of these reports we just don't have time as you can see there's lots of standard sales reports for you to use I recommend having a little browse through there obviously if there is a report in there and there isn't quite what you need then make sure that you do take a look at using our report builder obviously you can create your own reports using that so now that we've seen the CRM in action let's take a look at some additional resources that can help you when using these features so first of all we have our YouTube channel which includes easy to follow videos on various aspects of the CRM which can be found by you searching for prospect the stock aware CRM next we have the prospect soft Academy which allows you to learn your own page of our articles and videos covering the fundamentals of the solution and more complex functionality you can also always give us a call on our main line or chat with us online we also have our service portal where you can log a ticket or query finally we have our ideas portal where you can log any enhancement requests and track progress you can also search for ever ideas and view their comments and info from the developers working on them please note that the idea is with the most votes will be prioritized within the product very maps and make sure you vote on your favorite ideas thank you for attending today's webinar I hope you found it informative please do get in contact if you have any questions or would like to discuss the prospects crm further we look forward to seeing you at our next webinar which will take place Wednesday the 14th of August on critical product info for your sales team look forward to seeing you then thank you very much