Streamline your opportunity sales process for Management

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perfect I think most people must be in now um so thank you for joining today's webinar today's webinar is on using opportunity pipelines to manage your sales process and improve close rates so for those of you who don't know I'm Kirsty Morris and I've been a prospect soft for two years now I'm currently the premier customer success manager for prospects of product within the access group and um I used to be an account manager before that so on today's agenda we're going to go through what an opportunity is versus a quote and versus an order so you can get a little bit more understanding we're going to look at pipelines setting up pipelines and what pipelines and statuses are used for we'll also have a brief touch on document templates and how you can embed them into emails and we'll look at the all-new kanban mode so um at the end of the session we will have a q a so if you'd like to use the chat function to ask questions throughout please do and we'll cover them at the end so first of all um opportunities versus a quote versus an order so this is where a lot of confusion comes in on what's the difference between all of them so we're going to go through that now an opportunity would be for a more complex sale so if you're um opportunity needs to follow through a set of processes in order to get to the end sale and you would log an opportunity under a contact so you would say that they need to potentially it would be unqualified it would then be qualified then you might want to send samples for example and then you would then send a quote and then it would be closed one if that order is placed a quick quote is usually to an existing customer but that just needs a little bit of an update on what their pricing is if they are unsure of a new product that they just want some pricing on them you can do a quick quote and a sales order is where no quotation is required your customers emailed in or called in and said I would like to order five of these and this is my PO number or I've given authority to place that order you can then do it through a sales order which takes you directly and into the confirmation process so I'll just take you through now a little bit of a demo just to give you um a brief warning we do use a demo system that is called that's my jam so it's about about selling um jam products so most of you will probably have seen this dashboard before um and these are the sort of dashboards that you can see around the CRM that give you a little bit of an overview so creating an opportunity an opportunity comes in under you can use the global create here where you have the opportunity level and you also can see quotes um sales orders in here as well what we would do often um advise is to create the opportunity under a contact if you create the opportunity under a contact it means that when you're sending emails or sending follow-ups Etc it's really easy to see who's responsible for that opportunity within that business so I will just search for a contact and I'll use Michelle Jerry from Brunswick Ipswich so as you can see here you've got um your contact level you can create an opportunity from the opportunities um page down the side by going into opportunities and then clicking the add button this creates an opportunity and as you can see the parent is already set as Michelle jury so therefore you would be able to know that that person is then responsible for that opportunity and that's who you need to contact you can also create an opportunity from the ad button at the top of any of these pages so as you're in this contact that add button over here sort of shows at the same time so if you click opportunity here it then takes you through and gives you the new opportunity page example um we'll do Jam products that that person wants to purchase potentially it could have come from an emailing campaign and they want some more detail on what you're selling so you would put Jam products as a description obviously the parent is already set but you can change this to potentially a company or a different contact within this drop down here you can then set the sales person and so that is whoever's responsible within your business so that would be me or a colleague of mine and then the type so that's what sort of um opportunity is it based on most people even would select a type of product group for example so I'm going to go with Jam making equipment as you can see here you've got pipelines so these pipelines have been set up um within the system already you've got new business repeat business and customer resending quotes so these are all of the processes in which your sales opportunities will flow through the business so we've got one for new business so any new business will follow that same Pipeline and follow the same set of statuses throughout that till it's closed if the drop down doesn't contain one that you would like you can click configure and that can tell that takes you to this page where you then can see all of the ones that you have configured or ones that aren't already there so if you want to set up an entirely new pipeline you can click add in the top the description or do Jam making products and then create so that creates a basic pipeline so for any Jam making product opportunities we would like to use this pipeline so if you click on the pencil at the side you then get a um list here which then shows a blank opportunity pipeline which has no statuses and no closing statuses at all in there so what we would then do is add those statuses in so for example we've got um unqualified qualified send a sample book a meeting and then you can add you can update that status and add them to this list so that works if all of the statuses you would like to use are already in that list and then you can just re-jig and move them up and down into the order that you would like them to follow through that process so once they're qualified you may want to book a meeting and then you want to send a sample if the status isn't here you can then manage the list so this is where you go into to create a new status so for example it could have already been used in a different Pipeline and then you can just add that in here and you can select it or you create a new one so I'll say send quote um I'll say the same quote template because I know that one's probably not in there already and then you click create so that new opportunity then opportunity status then fills into this list as you can see there send quote template is one that I would like to use when setting up this status you've got a few options you have tasks required So within the open statuses we would suggest that a task is always required because you want your sales team to continuously follow up on those statuses if there is um something that you is there if there is a status that doesn't require a follow-up you can take the option and disable um or have an optional pop-up window for a task and that means that a task doesn't need to be set but we would always advise if you would like to follow up on it in a timely manner and get a notification then it would be good to have a required task this status um is in an open State because they it's not closed it's part of it we're sending a a quote template out so we know that that is still open it's the closed statuses come from when if you've either lost one or um the sale has gone dead then you would change that to um closed this is a neutral outcome because at the moment there is um no real outcome as to whether it's positive or negative when it when you're just sending a quote a new feature that we've added as well is a gutometer rating So based on the status within the pipeline you can say whether you're 25 likely to get that uh sale or if you're 50 likely to get it so once you've sent a quote you probably want to change that to 50 percent so then the gut Elementor automatically changes when the pipeline status changes you can allow editing and depending on your system settings you you may be able to edit these yourselves or you might need to get an admin to do that um and this one is in you so you can obsolete them if you don't want to use them and then they won't show up in any drop downs and then the status details so these ones are usually used if you would like a little bit more detail on where you're at and what you've done on the back of that quote so what type of quote potentially has been sent out um but what I'll do is I'll show you the uh lost status because that's got a lot more detail in the status detail here so as you can see um it's a closed status and then you have the status details here so it could be that you've lost it on feature on price on competition um or another reason in which you can add that into the notes so once you've set up your statuses you can come out of here and then if I go into the jam making products pipeline I then go to add in here and then I have send quote template so that will appear in there and I can update my list so then I'll move that down to say I would like to send a quote at the end of all of the processes and then that's the pipeline created so in the closing statuses you would like to then add whether they're one lost dead you can change these as well to either if it's canceled or if the customers ordered it ordered them one are very similar as well as canceled and dead or lost are very similar so it's up to you in terms of your terminology so once you've added those in you can then close out of the configure and then in the pipeline here it will show Jam making products so that's the pipeline that I've just created and the statuses are all listed here as to the the path in which that opportunity will follow through the business so I'll leave it as unqualified and then I can change the size of that opportunity obviously that gives you an idea of when the gotometer is calculating it if it's 50 likely then the up to 1000 will probably show in all reporting as a round of 500 pounds opportunity and the margin again up to 1000 and the source could be anything to do with any marketing campaigns that you've done any um social media if that's come through social media you would you could select that so I'll do that one and then you create that opportunity so once you've created that opportunity you can then change it through the statuses So based on where you are within that you can then change that to I'll jump all the way through to change to send quote template and there you can see that task notification pops up because the task is required for this and I want to follow this up next week and I'll select the date for next week save and then that task is saying that I need to follow that up in six days so that will appear in my task list here and I'll get a notification to say if you've got your notifications set up that will say that you've got that to follow up today and the gutometer as you can see has automatically updated to 50 so because I've sent a quote out it's 50 likely that that is going to be a sold one um opportunity so in terms of document templates um we use these quite a lot within email um within emails so you can go in and select an introductory email for example so if that is in an unqualified State and they've just made a brief um interaction on your social media you can then send them an introductory email and say this is who we are you can add attachments to that template and then it will automatically populate all of the details within within that email and after this call we will send you some documentation on how to set those templates up and we will hopefully be doing a webinar again on how to set up document templates correctly but this is just an example and obviously you can see the brochures the terms and conditions catalog and quote documentation is there if you sent a quote that's great if not you can just delete them if you don't want to send all of them out but that is a standard um template and then you just click Send so then you can see that that email has been sent and it's in your activity pad there so what we would suggest is trying to say use our save to CRM plugin for your emails to be able to save any interaction that you have with that customer so anything related to this opportunity is saved in here you can then go to quotes and orders and you can send a quote on the back of this opportunity so this is where the complexity of it comes in So you you're doing multiple levels you're having samples being sent you're sending out quotes and you can do it all from the same opportunity so anything that is related to that opportunity is actioned within this opportunity interface so just to give you um obviously I took you through the the levels of where to um create opportunities Etc and how to configure out of the opportunity window if you do have system settings and you're able to go into it you can go into system settings and then you can search for um Pipelines Unity configurations are here so you've got the opportunity pipelines and the opportunity statuses and that takes you into where we were before without having to go through the configure Windows within within the CRM opportunity pop out window again if there are any um any queries that you have we do have a um Prospect Academy which you can go and start learning on so you it's all very self-led and you can take yourself through that Academy within the question mark area at the top of our CRM and then you have the documentation if I take you into the documentation we do have an area about um the sales opportunity process so these are documents that will really help you go through how to set up the process the pipelines Etc if you would just like a help guide on how to set up pipelines you can search that too and that will take you to using opportunity pipelines and setting up your opportunity Pipelines so now just to go back and show you our all-new kanban mode so many of you have probably seen these dashboards it's in the dashboard section on the left hand side you go to the drop down at the left hand side of the the name and you go to sales pipeline so sales pipeline based on your sales pipeline you can have multiple different statuses as we've just created um and this is the process in which it will follow through the the opportunity process so you can see that this um opportunity is within the customer resend quote Pipeline and booking a meeting that opportunity is worth two pounds twenty and if they're awaiting a pi for example you've got that opportunity is worth nine thousand five hundred and 69 and then you've got 300 000 worth of um opportunities that are at the inquiry stage so this gives your sales team a really visual way of knowing where they're at within their pipelines and that could in turn make it really engaging for your teams to be able to use these and understand whereabouts they've got to do some work or what needs following up and it's very visual so that in turn will take you through um into and converting these into one opportunities so this is where you can see the drop downs as well so obviously depending on the pipeline that you're following you can change it so these are all new business opportunities these go through that same Pipeline and you can see all of the ones that are unqualified you want to try and get those moving through and what you can do as well is if you know that you've actually sent a quote for example or sent a sample to this one I can move that through and you just drag and drop and it changes the Pipelines and obviously if something is um if the gutometer is set up it will change that gutometer from qualified and to send sample and you'd like to see that gotometer rate go up so the the value of that pillar for example is going to be higher the further it goes through if you're using those gotometer percentages so that's what all of our um kanban modes and that is a brief overview on how to use our opportunity Pipelines so I will just go over to questions now great thanks Kirsty there's been a few coming in so thanks to everyone putting those through do put your questions in the chat guys you know we do encourage you to to put those in and we can answer those um live or we can come back to you on a one-to-one basis um so Kirsty I know you've got access to the Q a chat as well but um I'll just go through a couple we've had some good ones from Greg and that have come through so do the email addresses need to be inside uh profit contacts the answer will be yes to that um but yeah class she's not along for that as well um and can you set send a task or someone other than yourself someone else yes you can so I'll just go into that opportunity that I was just in and show you how to do that so when you're setting the task you've got a list of all of the users that are available within your CRM so say if you're you want somebody in the samples team for example to send out a sample and they're responsible for that you can then change it to that person and then ask them please can you send a sample for this to the customer and then they have to action it because it's on their tasks list great thank you custody it's very helpful um also just Lisa yes we will be sharing the recording to this so yeah feel free to um ask that along to anyone um in the team that wants to watch this back um so that's totally fine we will do that after the session uh we've got quite a few coming in here so um I'll let you have a read through as well Kirsty but um so do opportunities quotes or sales uh always go under a contract rather than a company you know you push along the beginning custody a little bit you would always suggest to do it under a contact unless there is any reason why you wouldn't and the best thing to do is put it under a contact so you know that they're responsible and they're the person that you do need to contact in relation to it so the idea behind the CRM is so that everyone within the business can see any open opportunities that are available for that company and that contact so if you are on holiday for example or off sick then somebody can then follow up and access that and know which contact they need to um email or send information to so we would always suggest to try and do it under a contact where possible thank you Kirsty um quite a few coming into that video and something that read through so just on um Lisa Kane yeah and can margin and the opportunity be expressed as a percentage so um at the moment no because it's just a ballpark and sometimes you don't actually know the the margin opportunity you don't know how much of a percentage you're going to get depending on if you're tendering for something for example so we always say what sort of value is it at the moment if you would like to be able to see that I would suggest using our ideas portal to make a suggestion which is available up here and then click make a suggestion so if you'd like to be able to see percentages then I would um make a suggestion on there and we try and get that into development and Alex was asked a good quantity is there a plan for quotations into the kanban view typically ask our sales reps to follow up on any quotation a reflect value so it'll be good to have those in the kanban style View we are taking um some feedback actually on camera I mean I think though I don't know if you want to go books again but there's like a provide feedback button within there or alternatively like Kirsty suggested probably the best way is to get it into that ideas portal um yeah so I'll just cover um there's another question so obviously is there a plan to add quotations into the kanban view um yes hopefully in the future I would say that you'd really want to do that and add it as a as an idea as Jess said and just going on to Greg's message on how to get to the sales pipeline report page and this is if you go to dashboards at the look top left hand corner and then the little drop down at the side and you've got all of your dashboards here so this is the overview dashboard which is a standard as you go in and then you can select sales pipeline at the bottom and that takes you into the kanban mode um so and when you if you want to remove an opportunity in new business pipeline after it's been won um I would suggest that you don't do that because once it's a closed one it marks as one so automatically it is a closed opportunity so you don't need to take it out of the pipeline if there is um obviously if it's no longer new business you would then just use the next pipeline in there so it could be existing customer pipeline that you would create and then any further opportunities would follow that because they're no longer a new business customer and so the idea is that you can then see how much new business on reporting if you leave them all in that pipeline you then can see further on down the line in six months time how much business have we got through this new business pipeline and the reports so that's the best way to do that and so in terms of the gutometer and tessello and this is just a an O like a sort of finger in the air type um part of the CRM so as a salesperson you want to see if that is like obviously 50 50. it's 50 likely going to happen it's 50 not gonna happen um you can change them manually so if I go into Jam products here say if you have had a conversation and actually even though we've sent a quote for example you then think oh actually I'm not really sure that they're going to do that you can drop that down to 25 or you can type in here that you're 90 sure that they're going to do it because you've had a really positive conversation so although the status pipeline automatically updates it if you set it you can also override that within the CRM thank you so for Ian and for those of us who are focused on servicing an existing customer base rather than new business acquisition and don't have a linear sales pipeline how do we configure the system to best help us keep on top of non-linear consultative Pro Sales processes so we would probably just say keep this um the opportunity pipeline really really simple so unless it is something that you really really need in a pipeline don't add it in because you'll get user fatigue you'll get people saying I don't really want to have to keep updating the pipeline just because I've sent an email what you can do is just have qualified lead Center quote sold it can be as simple as you would like it to be so that once it's in Center quote you know that you're just continuously chasing that and then you can get the updates from the tasks on that so that's best the best way to managing something that isn't quite as linear as this is what we've done here this is what we've done there you can also jump between the statuses as well so your status say if I've moved that in to send quote template but actually I need to send a sample I can go and change it back to level four and that is a you can just move it as much as you want within that so if it's not as linear and you do then get an update in the activity pad of what you've changed the status to so it will tell you oh we've sent a quote but then we changed it to send a sample and then we've sent it to send another quote for example and you can just switch between the two and also just your point versus Syrian there's a lot of webinars coming up that are more focused on the sort of customer lifetime value piece because obviously rcrm does the get more customers bit but also the keep your customers for longer and increase that order average order value and average order frequency so yeah there's there's quite a lot of functionality really that we run upon in the system that that would probably um be something you'd be interested in looking at so definitely keep an eye on on those um and then we have David Rogers um has asked if you can see the emails that you've sent in Outlook so um the way that we do this is we've got an Outlook plugin so you would um click save to CRM I can show that in here so obviously this is the one that I sent earlier and we've got to save to CRM plugin which you can then save to CRM and it comes up with you log in with your single sign-on and then it comes up with all of the details in here and you can attach it to a problem an opportunity a contact for example in there and there is a um documentation on how to set that save to CRM plugin up and then you can just do that automatically and then anything that you send out the CRM will then just be logged on there automatically too David and you can see also if you're using Gmail we do have um as well so you might send that guide to if the contact leaves the company so I've got um SS as the um the the name and if a contact leaves the company or you have a buyer and a buyer's assistant um you can either add the details in the summary to say that both people are contactable when this is the buyer and that's the main contact that you've put it under if somebody leaves the company who can simply change the parents so if you're moving it to a new contact you go to the dot dot dots at the top uh change parent and then you can select either putting it to a company or you can put it to a contact in there and you just search for that contact and it moves it all out of that person that's now left into the person that is now responsible for it also there's some functionality at the contact level where you can just Mark that person a company so yeah if you want to talk to all of their history but just say that they've left companies you don't want to Market them further or you don't want to have any more content with them you can kind of keep that but also Mark on two and and then just to follow up seller I know you're around the gutometer details there are documentations on our help guides on how to understand the gutometer it is just uh um a percentage of the total amount so at that point in time the percentage of that total amount is going to be uh 50 I know that sometimes you can't just leave it blank you don't have to use it if you think it's going to be zero or you think it's not as accurate as you need it to be um but the gutometer there is just as a guide to say this is how much my pipeline is worth currently um but it's not sort of hard and fast you don't need to use it you can use it or or not um Marcus is it possible to disable the value of an opportunity uh is calculated by adding all quotes because sometimes you need to create multiple quotes in one opportunity that does not mean um I'll try and answer this one you can create multiple quotes underneath one opportunity and obviously that then means the gutometer is different because it will calculate all of them but you can cancel the quotes once they're on there if you know that it's not going to come to fruition you can take that off and then it won't um it won't be calculated in the overall gutometer of that opportunity I hope that answers that one um Damien are there any plans in the future to add a print functionality um yes I think this is in our uh ideas portals so far so you can go in and vote on that to be able to add a print option um yeah that isn't a print feature within um an opportunity it depends on what part of that opportunity you want to print whether it's the the quote or whether it's the activity or whether it's just the overall um print so that you can write on it for example or send it out in the post you could probably use if you wanted to print a quote you would probably set up a document template that had that quote detail on it and then print that document out okay and then we'll answer one more question then we might have to take some of these just off the line yeah perfect so if I go to the analysis drop down why can't I see it Jess where's the analysis drop down here we go categorization analysis yeah um this is just a another category that you can add within your process so if you I don't know if we categorize it as Jam making equipment because that's the type and then the analysis on there is something different and we just use that within that system and there is a document on that so I can send that over to you after the call and to give you a little bit more detail on on what to put in there yeah in fact please because he says it's just been improving your reporting so um you might have a business operates in maybe different sales areas or product groups so it might be important to kind of differentiate between these types of these different types of opportunities so again as of course you said I'll pop the specific help guide on the analysis stuff if that's useful for you okay I think we'll leave it there thank you so much Kirsty and thanks for attending everyone really appreciate it um as I say the recording will go out to everyone who has registered feel free to share it with any colleagues and yeah keep an eye on the webinars page and there's lots of webinars going up there and lots of new topics and we are taking suggestions for uh webinar topics that you'd like to see so definitely submit those and yeah thanks again everyone thank you Kirsty thanks guys thank you for joining thanks I