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good morning everybody and welcome to today's webinar on document management in prospects CRM the session will last around 30 minutes we have a fair amount to cover today but don't worry too much about taking notes as you will be sent a copy of the recording afterwards remember that prospect is accessed file browser by navigating to CRM prospect 365.com meaning that you can access the CRM on multiple devices such as tablets and mobile phones if you're on our version 6 CRM are older CRM and we'd like to find out more about prospects feel free to give our team a call or drop us an email all our contact details are on our website and will be available in the follow-up email after the session - so just a little bit about me before we begin my name is Jessica Hill and I'm the head of marketing at prospect soft and for today's agenda so we'll start off by covering some of the key benefits of document management in the CRM so some of the reasons why you should implement some of the best practice advice I'm going to give you today I'll also briefly cover off some of the common and used vocab that we'll be using in today's webinar these sort of key words and phrases are used in the system itself - so it's good to get used to them not now while you can as you'll notice these words sort of associated with document management a lot and they'll crop up quite a bit I'll then take a look at how you can create a new Microsoft Word document template from the from the CRM and it's worth noting that when I go through this part that only CRM administrators will be able to actually do this part when it comes to actioning this in your own CRM system I will also demonstrate how to create new email templates and how you can send these to someone via the CRM so whilst creating both of these types of templates word and and email will then look at how some of these examples of search and replace fields can be embedded into those templates and will say to show you how so this place feels can be used and what they're what they use for really and the benefits after we've created the templates will then look at how you can use these within the CRM so how users could send them out and sort of you know sell them out to customers quote proposals things like that and I'll then look at how you can attach them as PDFs and save in external documents finally I'll cover off email signatures so standard practice now is generally to have an email signature at the bottom of every email before you send them to anyone you probably have them in your your Outlook bottom either outlook emails or your Gmail and these do make your email look on brand which is great and normally what most companies tend to do is also include legal information on the bottom as they email so there - but it's also a great opportunity for you to market some new products as well so prospect does support the creation and use of email signatures so I'll show you how to set those up if you are going to be sending emails out via the CRM and within this part of webinar then show you how and where those those emails are stored so you can see the kind of audit trail of who was sent what and when so let's just begin with running through a few benefits of managing your documentation in the CRM properly so when we see our customers using some of the things I'm showing you in the CRM today they see immediate benefits and kind of positive results I think it is worth me just showing you what you can gain or benefit from by taking advantage of some of the being built functionality that prospect offers and you know in your own organization you can implement these things straightaway so the first benefit is that it generally improves efficiency all-round in everyday tasks any emails or documentation or documents that your your team are regularly sending out customers should be converted into a document template to help increase productivity so this way your users don't have to keep setting up the same things time time again wasting their time you know putting the header in the footer of the document whatever it might be that's just always going to be in that no matter come rain or shine you those cap things can be made into a template and they can use that as the basis each time and it sort of does all the work for them then it just cuts our load of time there secondly by saving and sending all methods of communication into the CRM this provides transparency to all CRM users everyone's then aware of of the kind of communication history the log of every single record which is great because it means that everyone's kind of in the loop and everything can be picked up by anybody so you know if you're away for example someone can pick it up and I will touch on that a bit later again using document tape templates and in particular search for replace fields can reduce the amount of time your users are spending on sera where admin you know like sending out follow-up the emails or quotations to customers because they're not having to create everything from scratch every single time so that is that is a real draw for it and the next benefit is that by setting up document templates it usually means that you can make everything look consistent from a branding perspective so subsequently any communications you send out to your customers are not only nice-looking but they naturally will help build a more recognizable picture of your brand it's like anything if you received you know some documents from a company you regularly use or well-known brand you're going to expect the fonts the colors the positioning of the logo the typeface everything to be consistent otherwise it would be a bit off it's kind of what you expect so this creates a sense of professionalism and consistency which obviously is just it's just one element to you being seen as a trustworthy rep to a business but all of this sort stuff really helps build on that and the final one I've got on this slide but there are many more is that you'll find that details which feature on your document templates may need to change from time to time so you're therefore need to be able to update the messages you know the content or the design perhaps of your email templates and your document templates you but even more importantly you need to do this in all in one place not in the hundreds of different places and that's where prospector is really helping you here is when your updated document template you only need to do it in one location and then all CRM users are using that exact template every single time so you know time to send it out to everyone in an email hoping that they're going to use the right one if it's in the CRM properly there's just no chance of somebody using the wrong one because it's been updated in real time and this is a really big benefits of some of our customers who find that maybe certain details change every few months something on a document template maybe it's a seasonal thing maybe it's just a small thing but it just needs to be changed again you've just got that kind of assurance that's going to be correct so just before we get stuck into the demonstration I thought it would be useful to define some of the terms that we'll be using in the webinar and obviously you'll be using the CRM going forward so it's good to know I have a bit of understanding watch thing which each thing refers to so the first one here is the search or face fields lots of you already know this is these are essentially sort of codes used to find information from the CRM database in order to put this information on to one of your document templates by automatically populating it so for example in the top of your document template for a letter you might have a search and replace field for the contacts name their address so those things are pulled through automatically for you from the CRM system by just putting that search replace field into the document template so templates these refer to a document which already has some details in place that can be adapted either manually or automatically using the search or replace fields usually templates are as mentioned previously branded in line with your company branding so templates that's kind of covers those off configure so you'll see the configuration option actually throughout the CRM if you're an admin user so actually go on to what's the era man straighted rights actually means so users that are given these admin permissions have the ability to update core CRM settings so like dropdowns they have to delete records and things like that as well so these people have the most flexibility when it comes to making changes to the system for your business specifically like default dropdowns and and and pipelines things like that so those things that reflect your sales process or you know your business processes generally and you will need zero administrator rights in order to configure any document templates as you can imagine these are pretty important documents that will be seen and used company-wide so not everyone in the business will necessarily need them only those permissions but you can obviously be given them if you feel like you should you can just get in touch with your CRM administrator at your company and you can ask for those and they might grant you them alternate if you're not sure who that is in your company just get in touch with someone at our team we'll find out for you and request those okay so let's go straight into the CRM and the first thing I'm going to show you is how to create a new or word template this is kind of the most commonly used type of document templates word is typically what most of our customers use for typing anything up probably not as our customers just in general most people use word so this is the kind of most commonly used document template and to create a new document template within the CRM as I said it's a CRM administrative rights only so we need to go to the configuration option and as you can see on the bottom left-hand corner here we've got the settings cog sort of sign and this will take us to the configuration area and if you can't see this cog it's because you're not CRM administrator so that will be why and if you have that than you are on so in here we have on the left-hand side these what we call pages on the left and we want to navigate to the emails and documents her pages this is what we're focusing on today but do remember to explore the other options when you have a moment to just because there's lots of configurable elements to prospect which which are actually quite interesting to go and have a look at so do take your time take a moment to look at those and we're going to go into emails and documents for now so this will then bring up all things under this sort of bracket as such that can be configured so like your document template groups which I'll touch on a bit later the document templates themselves which is what we're going to focus on now and even things like email signatures which I mentioned in the agenda earlier so to create a new document template we want to navigate to the document templates part and click to configure so this will take you to the document configure view which will display all of your current templates we already in a demo system here but you will have yours and we can see ones that we created earlier ones that sort of exists already in the CRM on this list and to create a new one we just need to click the little plus button on the top right there and you'll see that kind of icon feature throughout the CRM and that just basically means add something to this list I guess that's why it's a little list and a plus together so we can just press that and the first thing that it's going to ask us to do is add a description and this is basically going to act as your title for this new document template so it needs to be short concise and and kind of something that all users will feel is relevant so for this example I'm going to call it b2b quotation templates you can then choose to create a word email or Excel template here so from the dropdowns there and we want to choose word for this particular example because we're doing a word one and then if you do need to provide any further information about this particular document may be like what it contains this template may be scenarios in which somebody should use it then you could add that here it's just a free text field allowing you to do that the one thing I do want to draw attention to in particular I mean it is in red so you have to do it it's mandatory field is to choose the right level of the hierarchy where you want users to be able to choose this word document template so for example this is a quotation type of document so I want to make it available at the quote level of the hierarchy there's just worth thinking about that at that stage you might want to make it available the lead point so on so forth you can choose those there so this will mean that only when on a quote record can a user create a document using this specific document template and then I've also got automatically open on creation toggle to yes so this means that when somebody uses this template it will automatically open for them straightaway and it's quite useful because some people like to be able to make custom changes immediately so that you can just it just opens for them and they can make those changes before overwriting it and so that is quite a good one save extra clicks so what's your happy simply press create so this template will then be added to the list that we saw a moment ago and the see I'm kind of Connie takes us back to to that screen to show us that it indeed has been created on there so now we've got our b3 quotation template Word document we now need to actually upload the word document that we wished who uses the template because we've just got the kind of placeholder here at the moment we haven't actually got any content it so to do that just simply press the pencil icon and this will open the side panel for us and so we can upload the Word document so this best waster I find is to just open your file browser and sort of simply click and drag and drop the file onto the preview screen there and this will kind of upload the document for us and we'll get that success message at the top there and a bit of a preview to see what it looks like and then you can click the edit hyperlink underneath if you want to make further changes that's quite good because I think a lot of customers think once I've uploaded it I can't make any changes but you can so if you forget you've forgotten to do something you can just make a quick edit there and that will overwrite it for you straight away okay so that's all in there stored and I've already added my my own merge fields into that world document previously so I don't need to to go and make any more changes I don't need to do the edit in this stage but you can do so if you wanted to so now that we're happy with our template we need to add it to a group underneath you can see there the group drop-down so think of groups like categories or ways of kind of grouping your document templates into common themes I've kind of think like a subfolder it's kind of best way for me to think about it so as this document is going to use be used mainly by a sales team in this instance we might have a group called sales documents which is I see therefore we most of our customers do tend to do it in departmental and kind of ways ice sales documents customer service documents but you can do it however you like it just makes it easier later on to locate them and it just looks tidy in general I guess just it's just best practice really to add those groups so you can configure groups here if you want to actually create the names here or you can go back to the cog I'll just go back and show you just so you can see go back to the cog and email and documents see the document template groups click to configure that's the same that will show the same thing it's just good to know that things do appear twice in the system so if I go back to mine I just had here and I want to give it the sales documents group so hopefully that makes sense about the the groups or the categories as I like to think of them okay so now that we've added this word document template I want to know how to show you how we can create a new email template instead something that was requested to go through so go back to my my screen and again I want to add something to this this list so I go to the little Add button and what we want to do this time in the type here is choose email because this is an email template and I'm going to give it a name or a description of new b2b email quotation so that's the description there and again I want this to be available at the quote level for someone to choose so again click create and that has been created again we've just created the placeholder we haven't got any content in it so we need to now go and go into that's why not just created there and make those changes by pressing the little edit button there okay so at the moment we as I just have the placeholder so now we're adding this information into this template so again this is open apart in our template configure window and on the far right-hand side you can see there we've got the tree view list of all the possible search and replace fields we could add in to this email please note that any of these fields that can be added into this email here can also be added onto the word template to that we've just created it's just this field selector hasn't been added into the interface yet it's something that has been lobbed in ideas or two though but the best thing to do until that functionality becomes available is just to maybe have a test one like this on the same level of the hierarchy is you want the word want to be and then you can just flip back to that and see which merge fields you want to add just a bit of a workaround option until the features added but back to our email template so we might want to start this or with high and then maybe merging our customers for name for example so this is where the merge fields comes in and I could now choose for name from the list now the first one it will choose I will give you the kind of expanded options for is quote because we've created at this at the quote level the CRM is trying to give you the most relevant merge fields so that's why the quote ones appear first but you can actually just scroll down if they're not relevant and go to the contacts full name instead if that's what looking for so for name I'm gonna put a comma there we don't want to touch that merge field get rid of the brackets or anything because that will potentially mess with with it and the information might not pull through successfully so leave it out as it as it is and then you could add any more information into this email template here so as I've just got the search replace field now of the for name but you might want something like maybe the quote ID if that was particularly relevant in this email template every single time it depends what kind of things you need to be putting in maybe I'll even have in the subject I could even pull through actually you could paste it in the subject even so that the customer has that reference when they receive the email potentially so have a bit of a look through this list this search replace fields list and see which things maybe your sales team for example currently doing manually and see which ones they could do with using because those things will also cut the time out for them so the we'll see the rich text editor here you can also pop in the HTML if you wish again you kind of got all the the normal formatting options that you would expect from an email sender so bold italic numbered lists bulleted lists things like that if you do need someone to at our end to do some custom email templates we can do that it will be chargeable work but hopefully this is a nice intuitive bit of software for you to use in in this particular instance you can actually create in yourself without too much trouble but that option is there independently for you so you'd now click Save what's your happy I'm just going to click Save on this one and that email was clearly very bad at the email template but you can see you can add all the information that was relevant to you you can also see on the right-hand side all the information again check you on the right one if you're not sure it just opens up the description and everything so now that it has been added to our list if I come over here it will be added to our list we can make sure it's got a group and things like that like we did with the the word one as well so now we've created our new templates our email and our word templates let's see how we can actually now use these within the CRM so we're now going to come out of the settings area of the CRM and remember this is now not a CRM administrative right thing only going forward so any user in the CRM could do the next few parts navigate to a quote record for example so I've got one here my recent activity and again you can go to your search and see what you've been looking at recently to find something and we can look to create a new document using our word templates first so we're on our quote and we want to use our word template so we go to the big plus button at the top and click document because we're going to create and docume associated with this quote and this will give you a list of all the document types we could look to use all the kind of ways uploading more or using templates and as this is a word template we can use the templates icon there and this will now allow us to choose a document type from the drop-down list so all the ones we've created earlier are going to be available here so I mean again this is kind of where the group comes in because I could go to sales documents and find the one I've just created earlier because that has been associated with the sales documents group so if you imagine if you had a loads and though the documents they're groups come in really handy here so we would use the the b2 the quotation template and as you can see the previews come up again which is nice just in case you've to pick the wrong one I find and you can just have a quick look over there by default the description will be taken from the title of the template you can actually overwrite that here this is just a sort of free text field I have a figure to overwrite so if you want to change the description here you can so once happy if you click create and that will create that document for as an author per Auto populate the document with the information on the quote record and the contact record that's been associated with it if you have the merge fields on the document so you could then choose to open it in Word it's already prompted me for that actually or you can even download I'm just going to cancel that or you can actually download the quotation templates directly from here just worth noting that when you download obviously this will be your own static copy of the document and it will be different to the one in the CRM it won't be changing anything in the CRM this is just a copy of it but you could open it in Word and make some further changes if you wanted to do so okay so we now head back to the quote record again I'll show you how to use your email templates so to do this simply click on the email address of the person associated with the quote so we've got Michelle jure the quote is under that contact so I could click on Michelle's email and this will open up our send email view where you can see see people in or blind copy people in all the kind of standard things you would expect to have from your kind of typical email sender but the bonus is that because it's coming from the CRM the email would be automatically stored underneath this quote record meaning you've got that audit trail going on so to use an email template as the basis for this new email use the drop down of select a template and we want to use the new BCE email reputation that was the one I created earlier it's populated the merge field as you can see that I did earlier I'm just going to choose one that we had in the system from before just so you can see the kind of styling more than anything so you can see we've got some information in here you can also make further changes to this email down here despite the fact that it's come from a template obviously you can make these changes here make some amendments before you actually send it to the customer so another handy feature that was actually part of the agenda today was to show you how to add attachments to an email so if we click add attachments on the sort of middle top right area it will then bring up the attachments window and from here we could have kind of a few options to choose from so the first is to choose a file from your computer or your file browser and so you could retrieve browse for an attachment we also have existing documents as that as an option there which which shows you any existing documents that have been created against this particular record before so maybe perhaps you'll be sending something and we've also got the the new documents and as you can see that there's some in there to choose from you know we could choose the appropriate one from here and decide whether to attach this as a Word document which would be editable kind of the sort of the raw document or you can actually attach it as a PDF from here at this point really nice professional way of sending a document to somebody particularly a proposal saves your team also making the Word document into a PDF outside of the CRM and saving it on their desktop or something before they can just make it into a PDF from within the CRM directly at this stage yep so the new documents just go back to that so you can create brand-new templates from the email itself as opposed to going through the whole process that I showed you earlier that the quick add so you can attach it straightaway as a word or a PDF so that is available there if you'd like to do that so once you've chosen which ones you'd like to attach just click attach on the right there as PDF or just as themselves just going to close out of that for now another option instead of doing the press add attachments button is to find it in your browser and use the drag and drop the files here so if you have like maybe two screens up you could literally just I'm gonna touch this proposal one drag and drop the file and it's attached it for you there and just pretty easy quick way of doing it you can actually attach more than one item at a time as well for those who see that wondering so if you've got like six documents you need to attach to the email you can do it all in one just say it again a bit more time so as you can see on the bottom of this email there isn't an email signature so it's just a name at the end and there's sort of no legal info or branding and this kind of brings me nicely on to creating email signatures so as I said adding email signatures is recommended as it can help ensure all email communications are on brand and professional so to configure your email signatures if you're an admin user you can do this from the select a signature drop-down on the top right then and you can press configure you can also do that the cog on the bottom left-hand corner which we were in earlier you can do so there but we can do it straight from here this message is just saying I'm going to discard the current email you're working on which I'm happy to do I'm just going to show you this for the demo purposes so if you're not on happen usually you won't actually see this part but if you are you can configure them straight from here so to do that just click the plus button again again like I said everywhere it's got this little plus icon the list behind it and first it will ask you to use the new email signature a new name so it's important to give it an appropriate title again the everyone won't understand because remember that these will be seen and usable company-wide so although you're configuring them because you're an admin user everyone will be able to choose from the list when they're creating their emails so just give it an appropriate name you might have seasonal ones for example like Christmas product offers or discounts you might have ones for specific kind of customers like maybe prospects or suppliers you might have different email signatures to send to those different people maybe they're aimed at them their current interests or whatever it might be particular offer you've got on so again the description is a free text field as well so allows you give them an explanation as to when the email signatures should be used maybe and see if it was a Christmas one for example you could just specify only using December or something and then make obsolete afterwards so you can then create the email signature the actual content at the bottom here again rich text editor you can copy the HTML and eat as well if you prefer again you have the search and replace fields available to use on the right-hand side just scroll down you can see those which obviously very useful for emails because you know if each CRM user is logging it in you could have their own four name at the bottom and that will just automatically be personalized from that so once you're happy with the email signature you create obviously you design it and make it nice pop your legal info in this section here as well and then you can press create and then that would become available to all users so I'm just going to click cancel for now so I'm now going to show you how to easily save in external documents into CRM so firstly you'll need to navigate to your desired record in this instance I'm going to go to the quote record again just to keep it consistent and I want to say some external documentation into here so to do that I just navigate to the documents page because this is where any documents associated with this quote will be stored so again we can see ones that are here already and I could again just drag the files in by going over to my file browser and simply drag and drop and again more than one at once if you want to do five or six maybe you can do that saving 13-time really rather than doing each one one by one and it'll recognize the file type so it will say doc doc doc doc maybe or something like that or if it's a PowerPoint it will it will recognize that and then you can open it in Word or whatever and whatever the file type might be you can actually just open it from here great for those who are just out on the road may be looking at this quote okay going to the documents what documents have been saved you can just tap on see what's going on with this particular quote all the correspondence there so before we run up today's webinar just want to show you how you can actually use a quick kind of useful tip which features on the Activity Feed and so I'm just going to go back to Michelle's record her actual own record for example and I wanted to show you the marketing notes as important or pinning notes so this is the Activity Feed here and in prospects it's it's very much like a conversational log it's not just showing you here's a note here's another note here's a recall here's a recall it's showing you everything that's been associated with this particular record just a much more kind of overview of what's gone on so let's say you sent an important quote to a customer and you want to ensure all users in your CRM actually know about this you might want to find it quite quickly and easily sick if it was you know maybe an urgent thing and this is where pinning comes in really nicely and the important notes so for example we've got something here we could mark it as important by just pressing the exclamation mark icon and then if users wanted to only see important notes they'd just use the filter and toggle on the important notes and then they're only seeing important notes there so that is a good way of doing it alternatively you can actually just pin notes and that will pin them to the top of the Activity Feed great for those that just need to see straight away what is going on and you can literally just pin it if they're not showing at the top and they're showing at the bottom it might just be that you need to go to the COG and just show the newest entries at the top so just check that is called toggled on if you're not seeing them right at the top there'll be at the kind of the bottom so just make sure that's turned on but those those two points are worth mentioning with document management as well if you've got a particular document that's been attached you can pin it there so any documents that have been sent will be logged on this activity feed okay so let's just besides we can summarize what we've been through in today's webinar so some useful hints and tips that I want you to take away from today's webinar and action you know you can actually straight away so the first one is to ensure that you set up your document groups remember those groups are like ways to categorize your documents into common themes or common areas and useful particularly if you have lots of document templates just a way of efficiently kind of allocating them the second one is to use the attachments tool for adding existing documents and for generating new documents really useful tool when you're kind of trying to convert things into PDFs as well but really smart for customers and to view on receiving your emails the next one is to save all related external documents under the the quote or the need or the problem whatever it might be for full transparency on that activity feed so that way if you are Phil or if you just have the office for the day someone can kind of confidently pick this lead up or this quote up and they can just carry on that conversation by seeing the communication that's been going on so the more you save in the better really because it's not going to harm anything the more information you can provide the rest of the users in the business the better it's the final couple so just to utilize and have a look through that search or replace field list add them into your documents and emails to sort of further personalize them just enhances the look of them as well and then we've also got the marking notes as important and the pinning functionality and then finally just setting up the email signatures just a really professional way if people are sending emails from within the CRM which is probably worth doing because everything is just logged up straight away on the CRM you don't have to save in any emails they're just coming from the CRM straight away setting up those email signatures maybe your marketing team could give you a hand with that or give us a show so should you need any more help or guidance Ron so you actually have plenty of resources which you can access as a process of customer firstly we have our YouTube channel we are updating this pretty much weekly we put a lot of effort into that and we are pretty much every time a new features coming out we're doing a video on it just as one to two minute video just really worth going and have a look at and as I say we're we're kind of showing off all the the kind of great updates that development team are working on in prospect we've also got the Academy again something we're updating on a sort of weekly basis now any videos from the YouTube channel will be added onto the Academy but the Academy also has all the documentation so if you know you can't watch videos in the office or something you've got any headphone so you could just look through the articles we have articles pretty much on on most things if there is something missing just give us a shout because we are writing them on a weekly basis so it's really important for us to cover off everything just means that you can kind of see how to do something share it with a colleague keep looking back at it if you're not sure on how to do anything you can also chat to us we have our customer success team available on the phones just give us a call there they're here to help that's what they're here for alternatively you can chat with us online we have intercom and so you can just see go to our website and then open the chat and they they pick that up we usually try not so within within minutes we're pretty pretty on that and then we've got the services portal as well which is got the link now on the screen you can lock your own tickets through this which means they get automatically put into the customer success pool rather than phoning in is also you can do that but it just means that they then have to go and log it this gets logged automatically it's a pretty good way to look at see the status of any projects that are going on as well and so definitely check that out and then we've got our LinkedIn webinar group which you can join connect with members of the team on LinkedIn if you are using it and this just updates about what webinars are going on so I hope you've enjoyed the webinar and found informative I hope you may take some action or advice away and implement it in your CRM systems right away make sure you check out our upcoming webinars at the link on screen there we've still got lots to come for the rest of 2019 thanks and hope to see you next one