Empower your Technical Support team with sales lead management for Technical Support

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workbook Crum have you just started looking for a new serum system or maybe you looked at workbook some time ago and for whatever reason you didn't go ahead well this is the session for you a refresher if you've seen it before or for those new people what are the essential things that workbooks gives you and why is it different from other CRM Solutions out there and in this session I'm going to focus particularly on how workbooks can help you manage your sales process so you get that new sales inquiry that that new lead how can you use workbooks to trap to trap it track it keep on top of things and hopefully move it through to a a positive uh outcome positive conclusion so hello my name is Tim Wilmot from Wizard systems in this session I'm going to explain the key key features benefits of workbooks and also focus on the sales process keep on top of salesy salesy activities and of course not everyone not every company will use CRM in uh in the same way everyone uses see in different ways everyone's got different requirements and I wouldn't have enough time this afternoon to go through all of the extensive capabilities of workbooks so after the session if you want to explore workbooks in a bit more detail uh with you and your colleagues we'd love to organize more onetoone session with you and then we can home in on your specific needs now as I go through this session any of you on here live uh if you've got a question please pop that into the question section and I'll do my best to answer that towards the end after I've given you a little demo so what is workbooks in a nutshell well at the heart of it it is a readymade system for managing all of the contacts you work with your prospects customer suppliers and as we're talking about the sales process with workbooks there's a a concept of a sales lead which you may not get in every CRM solution out there a concept of a sales lead when you get that first new inquiry so contact management built-in ability to track all of your sales activities as well and also emails another strong point of workbooks is its marketing capability ability to manage email and marketing campaigns in there with some really good integration to some very popular email marketing platforms and also we can create and track sales opportunities so thinking about the sales process and managing the sales inquiry from start to finish and maybe in in within that process you are creating quotes we can create quotes from workbooks not every CRM solution out there can do quotes as standard and there's also options as well with workbooks to convert your quotes to orders and invoices if you want to also customer service do you have technicians do you have support people Engineers a customer service desk in your in your business you want to make sure everyone in your organization that is has some kind of contact with your clients you want to make sure that they they too have access to workbooks and they could be quite important part of the sales process to keep them in the loop so if a support core comes in and we can see there's an outstanding opportunity against to the client it does keep you on your toes and it does enable to does make you do make sure then that all of the different parts of your company that have got interactions with your customers they're all using the same system and all communicating with each other to help improve your chance of getting that sale now workbook as well as it being a great personal productivity tool it's a great management tool as well so managers can see what's going on in there and particularly as regards the sales process loads of really nice dashboards that you can create kpi dashboards and charts to enable you to see what leads are coming in what inquiries are coming in what stage are they at what what has to happen next what what the sales expectations are per salesperson tracking targets tracking performance against targets and so on really helping managers business owners um make decisions and see what's working well or what isn't working so well in the business now workbook has been around a long long time um there's thousands of organizations in the UK and further Beyond using workbooks we was assistance we've been handling the product for about 13 odd years now and um yeah so it's a great system it's in the UK workbooks a UK company all the data is in the UK 100% Cloud nothing to uh all the maintenance and things like backups are all done for you and it's also if it's relevant to you it's also gdpr compliant as well okay let's take a look at workbooks in a little bit more detail then so I've logged into workbooks here workbooks will work on any device whatever system you got there's a mobile app as well I'm showing it to you in this session on Chrome I've just log logged into the application and what you see first of all is a familiar look a familiar screen though the workbooks desktop looks a little bit like your Windows desktop with your start button I have my start button in the top leftand corner of my screen and from that start button your start menu giving you access to all of the important parts of the workbook solution with with right at the top there the people and organizations the contacts and companies you work with and lower down you can see all of the other important aspects of a CRM solution managing your activities managing your email Communications if you're a support person managing your support cases or tickets if you're in sales you'll be living in this section managing your sales leads opportunities quotes orders sales for and so on if you're a marketing person there's all your marketing uh activities your your campaigns your your products your marketing collateral maintaining your M and so on there's also as I hinted we can track Financial transactions in workbooks not many serum Solutions out there can do that but we can track quotes orders invoices credit notes purchase orders contracts as well in your business do you have contracts we can do all of that okay just before I get into managing the sales process walking you through from start to finish the sales process with workbook just give you an idea of what um some of these records look like so I'll assume that most of you are into your your B2B you're mainly dealing with other businesses so if I log first of all into organizations here what pops up is a table a grid light view a bit like Excel show me rowby row all of the companies all of the organizations in the system now you can decide in this summary view you decide what columns you want to see over on the left hand side you can create filters that allows you to easily dive into companies meeting some common criteria Supply as customers people within um a certain range of of reading or whatever it might be I dive into one of those organization a bit more detailed this is what all records look like in workbooks a familiar look can feel it works like Windows so you've got these different window objects popping up and you can minimize them you can maximize them close them down as you want to pin them to your desktop as well if you want to make sure that you see this when when you log into workbooks you want to see this client record you want to see a list of all your customers as soon as you log in you can do that you customize that kind of experience um by user so this is just an example of a company record an organization record and right at the top of this window this form we've got a row of tabs and we can have more tabs or less tabs as you want to they all kind of make sense but initially we're on the main tab show me the main information against this record against this organization show me the main information that's relevant to me now you can tweet this by user or by type of company so if you've got some user in your company that want to see more information about the organization or less information about the organization or makes some things read only they can see it but they can't change it that's what you can do with workbooks you can personalize The Experience um to your colleagues your your your your other users um depending on their job role or what they require or or the type of the type of organization you're looking at here but on this main tab we've got the main sort of suspects the main information that you you'd expect to be maintaining in a CM solution we've got the organization name we've got you know what type of company are they what do they do what's their website what's their main number what's their location and so on there's a mapping module as an option for workbooks so you can see them on a map if you want to um really easy way visually seeing all the information and then as regards personalizing experience depending on how you want to use workbooks the role of the user you can display on one screen a bit like the sort of Holy Grail of a business application trying to get onto one screen without having the user out tab into another application or dive off into another system you've got it all there relevant to them so that they've got all of the sum information at their fingertips and by all means they can drill down and get more information here but this an example maybe I'm in sales and I'm calling this customer and I want to see um by by type of product um merchandized products whatever the category is I want to see what what kind of sales are looking like um in the recent past and maybe I can identify immediately some cross- selling or upselling opportunities a little bit lower down scroll down a bit lower down I can see the outstanding sales activities with this client we have color formatting in workbooks so we can make things appear in red for example if it's over du or we want to bring something to people's attention I've got something in red there we can deploy a little algorithm in the background based on some kind of Point scheme that you define you can um make this record uh this band here appear in different colors depending depending on your scoring system so that's the main information it is what you want it to be um this is pretty much almost standard workbooks if you started using it right now this is what you're going to get but deliberately you're in control uh you can you can customize your screen take stuff away add stuff to it it's not difficult you don't need to be a programmer it is so easy and wizard systems can can show you how to do that so click on those other tabs you display other information as you'd expect General notes uh activities as well things that you've done things that you're about to do you can shed your new sales activities there you can customize these sales activities as well so you're always making sure that you're keeping that record up to date and there's always something on the go your sales emails it might be in there we link we got a lovely link to Outlook uh in fact we can link to any email application and the interest of saving time if you've got some common emails that you want to send to your customers um in the interest of Automation in the interest of saving time you can actually generate them straight from there without even touching how look now you may be dealing with a big business here big organization so uh I clicked on the people tab there these are all of the people um person that have some kind of relationship with this organization here Atlantic computer services and I can click into one of their records for example and this now is a record of a person again just like the company record all of the main information there about him as a person who is he was his full name job title contact details location and so on um little bit lower down there's R GTP are compliant stuff over on the left hand side there there's all social stuff do you use LinkedIn uh Facebook orx you know to to contact or keep in touch with people um then you can see their their profile and their activities from there so again it is what you want it to be but from that one central place we can see all the information about Allan um we can see all the other organizations he might work for this is bit like a spiders web relationship ship we're just clicking on things and we're diving we're just navigating our way easily around the workbook system nothing is more than a few clicks away so let's uh that's a general overview then of what workbooks looks like that familiar look and feel these windows popping up minimizing maximizing them whatever information is you want to appear on there you decide and tabs running across top let me just close all those down now now get to a a clean desktop and talk about the sales process and lead capture qualification so on now so workbooks has got this concept of a sales lead so let me go back to my start menu there and down to my sales section and sales leads like the organizations before um when I have my organization landing page this is my leads landing page so a lead uh of course I'm defining a lead as normally a new inquiry maybe you've just got this interest uh you don't know who they are you don't know whether there's a good fit for your company your products and services uh they're all here they're not going to they're not going to sort of cloud your vision of all of your live prospects and customers keeps it nice and clean to separate these these new people in this way now these leads they can get into workbooks in a few different ways of course they could be manually added to the system and there's so many ways of adding New Leads manually and so maybe you've just taken a phone call and you put the phone down you made some notes and you want to create a new sales lead so it'll walk you through the the creation of a new lead maybe just been to a show you've got a bunch of leads in Excel spreadsheet you can import Port them in well got an easy import feature allowing you to map the information on the Excel spreadsheet to uh to the bits of information he wants to know about a sales lead maybe on your website you've got a form that form can be created by workbooks and linked to workbooks so when someone fills in that form and they hit the submit button straight away that's a new sales lead in the workbook system and furthermore it's not going to sit there Gathering dust you are then able to automate that and make sure it's being it's being dealt with somebody how many times have you filled in a form on a website on a company and you never heard back from them it's not the case with workbooks it's proactively working on that lead so you got to think about um these these inquiries coming in if you get lots of inquiries from your website maybe you do um this might be important for you to implement this in in in your serum solution the the linking of your forms to your serum application and making sure that when those new leads hit your system you're you're working on them they're they're allocated automatically Maybe by location Maybe by um maybe by product interest or type of client or job title you allocated maybe there's some rules for allocating it to a sales user so lots of different ways of getting leads into your system let me look look at a let me show you a lead record an example lead record here so this is one I filled in earlier again notice the consistent look and feel of Records this is a lead record tabs running across the top there we can see the five things we've done with this sales inquiry we've got the emails we do also link to we got integration with a number of different marketing automation applications so we can Sim integrate with those enabling you to and enabling you to to Really nurture your leads you know through your targeted campaigns and if youve got any sort of drip email sequences email one email 2 email 3 that can be done through initiated through weos to those different platforms to make sure that this is kind of complimenting your your sales activities and um increasing your hopefully increasing your chances of conversion so that's the audit Trail there of things that we've done and maybe website Vis as well there there's also an optional tool to for workbooks to track visits to your website whether they are people that you know or Anonymous visitors we can get them in the system as well so if you've got a if you put a lot of money into your website and it's important showcase for for your products and services wouldn't it be a good idea to manage it's a bit like a shop you know you've got a shop and you know who comes in through the front door you know when they're browsing around the shelves you know what shelf they're looking at and you can decide to engage with them when you want to it's the same thing just an online just an online shop um yeah so all of the different tabs there back to the main tab so all of the information you want to know about that lead it might be when you get as new sales lead a new sales inquiry all you want to know is maybe their name and their email address so you can determine mandatory Fields here I've actually got quite a lot of information here on this one maybe I need that for my business um tracking um personal details their contact details and so on we've got that lead scoring that color coding going on again isn't it a nice idea to have the system rank and score your lead based on certain factors like have we got a job title have we got a time frame um is there a good fit of what they want compared to what we Supply have we been in touch with them have we had a positive contact with them by phone or say by email they could all be factors that will govern that score and help you manage your time more effectively so you're going to be working on those um this is yellow and it's 13 probably a low a low value but isn't a good idea to concentrate on the higher numbers and those are in in a in a slightly warmer color lead Source where is that lead coming from PPC payperclick we could link to Google ads you using I mean how are you how are you getting your leads on your website how are you getting people to your website maybe you want to know the actual source of that if you're using any um paid marketing activities and the actual adword campaign they actually came from as well so that's a basic sales lead and workbooks gives you a really easy way let's imagine that we've been speaking with Adam here Adam Abott and there is a good fit of what he wants with our products and services and at that time we can now promote him we can now convert him to a proper company record he's not a lead anymore he's a prospect he's a proper organization record and also an opportunity the opportunity it would but I'll show show you an opportunity in a minute the opportunity would enable you to track more information about this inquiry from start to finish so let me just kick this off then by clicking on this convert button here very simply this is going to walk you through the conversion the promotion of Adam to an opportunity there's our little check box there next we're going to convert Adam into a proper person record um like we saw um the previous record before the the Allen record and also a little bit lower down we're going to create an organization as well we had some organization details um of Adam at Abacus let's do that as well so we're going to create three records in one F swop here click next and job done this now is the sales opportunity created so this an example opportunity form opportunity screen where we can put in the name of the opportunity some kind of meaningful description of what what the service or products that you're hoping to sell to to Adam um there's his organization record we can click on um that button there to dive to his so is a organization record that's been created automatically for us in that process um close by date um yeah when are we going to close this opportunity actually let's make sure it's a little bit further ahead um let's say the 19th of July we've got stages in the sale as well um I'll show you why that's important in a in a little while but it might be useful to think of the different steps that a brand new inquiry after after the lead stage all right after the lead stage um do you in your company do you do you refer to people as being at the sort of qualification stage or the quoting stage or the awaiting order stage or the the delivery stage or um we're just about to invoice them stage what whatever you want those are just the those are just the example ones there um and when you select one of those it will then automatically select the probability as well the percentage probability is um for most people again a very important indication of finger in the air what's the likelihood of us getting this this order there's my color coding coming on again um and so on we have covered um opportunities a lot in our in these sort of um very basic sessions aimed at uh potentially new people to workbook so please um uh watch one of those other videos on that process so let me just uh close this down without saving and let me just go back to now or go to now a list of all of our opportunities so I'll just close out my leads here and go back to my start menu down to sales so we've just been there we're now going to go here opportunities all right so list of all my opportunities there they are there the opportunity is landing page bit like an Excel spreadsheet you can actually edit them in this view as well if you want to just like Excel so easy um down the left hand side there some filters I've created if I want to dive into opportunities for me opportunities for Fred opportunities for product X opportunities that going to close this quarter you can Define um all of those filters there but let me just go into an opportunity in a bit more detail and show you here um the other things that we can use to help us track this opportunity from that from that lead stage through to hopefully the ultimate uh order so this again is just an example opportunity we can customize this take stuff away add stuff to it we can also have different types of opportunities own your business if you got different types of products um or different sales teams maybe uh and you're and you're focusing on different types of companies maybe you've got subtly different information need to track on those two on those different opportunities you can do that with workbooks as well this is nice and simple this is just just one um so there's my opportunity name there is the main customer I want to sell it to of course I can dive into their record if I want to uh where did it come from when's the Clos date uh the the current stage of this opportunity we can see it's 100% because we've won it it's an existing one that I've won um a sign two there's ownership of everything in a serum system somebody that owns this activity that looks after this lead that looks after this customer that's supposed to do this phone call there's assignments and we can assign things to other users we can we can schedule activities to other users um that we're sort of we're we're sort of collaborating more through CRM um you're not working in isolation you're working as a team there's the lead Source information all right so where did it come from what website did it come from did it come from a referral did it come from a supplier uh did it come from an exhibition this is where uh workbooks in conjunction with the marketing tools can help you get a little bit more Roi on your marketing activity and also a little bit lower down all of the different products and services on this opportunity as well and from here we can create a quote to that customer so we can create a quote we can create an order we can create an invoice contracts and so on so that's example opportunity and like other record types in workbooks across the top of the of the opportunity record there's all the other related information so five activities five sales activities we've done just specific to this opportunity and that's really what you should be doing is if these opportunities are important to you you're scheduling and making sure there's follow-up activities on that um to help you um push things through to a logical uh positive conclusion um all the people on this particular deal all the transactions maybe maybe you need to have to do one quote maybe there are multiple quotes you had to do um in the life cycle of this of this opportunity so thinking thinking about all of the information you can have it a lot simpler than this but or even more sophisticated but think about all the information you want to know about the opportunity to help you keep on top of things um there's an individual opportunities if I just close that down again there's all of my all of my opportunities at a glance and I can sort this in ascending or descending order um as I want to I can group them as well if I want to I can create reports from these and also I can create some nice visual dashboards as well so I just close that down I'll just show you an example of a sales dashboard here so these these dashboards are these kpi these key key performance indicators just help the individual um or and or the manager see what's going on with these different panels of information so here I can see all of my open and maybe something like this will be displayed in front of you when you log into workbooks in the morning so I come into the office Monday morning and straight away I can see all the key sort of um bits I'm I'm interested in if I click on of these I will drill down into that record over on the right hand side here there's my pipeline stage a little bit lower down what's my performance against Target we can put people's targets into the system what's my historical sales looking like at the moment so really nice little visual look and feel to what's going on there um presenting things in a nice visual simple way um for users and also ability to drill down on on things as well if we want to so we can drill down so I've got 25 um pounds worth of orders at that awaiting order stage so I can drill into drill into that um I'm drilling down and I can see now oh yeah there's there's two clients that are that are um that are about to to become an order and of course I could click on those I'm just as I said earlier I'm just navigating a way around just browsing around here is the opportunity notice the color coding and all these um window titles here we've got the the color coding just to make sure that people can easily um see that sort of visual um Association of the type of record with that color as long as you're not color blind of course um and again down my my taskbar down the left hand side there we can easily jump to um these different records as well so there you are a an overview really of a refresher maybe or an overview um for those of you to workbooks or what workbooks looks like and an example of managing the sales process with workbooks making sure nothing slips through them making sure that you get that new inquiry wherever it comes from you're working on it it's being allocated to the right person you convert it to an opportunity at the appropriate stage in the sales process you're using your sales activities to keep on top of those and keep and and storing against opportunity all the Rel relevant information emails notes documents quotes activities and then using using your dashboards to to visually see and keep on top of things and help you um get that sort of visual um understanding of what's going on there uh so just a brief before I dive into our question section uh just a brief mention about pricing so as with any cloud system there's an annual subscription once we know your requirements that wizard systems we'll be able to give you a formal airm fixed quotation on your needs but uh just as a heads up on the on the subscriptions there's two different two different flavors of workbooks the standard one that most people go for or certainly would start off with is CM Edition which is pretty much everything I've shown you uh and and if we think about the sales process we go up to quote stage all right so we can do all the CRM things all the good things that sum does um and customer service and so on uh and create quotes and manage products and track opportunities that's CRM Business Edition is all of CRM plus the ability to create orders and invoices now you can mix and match these two maybe in your company you might all be CRM users you don't want to get involved in orders or invoices or maybe in your business everyone is involved in those financial transactions so again once we know your requirements then we can we can give you the uh the figures on those then there are some add-on options the outl integration project management is a new module mapping oh there's loads of them and other Integrations to other applications as well workus doesn't need to stand in isolation it can talk to other applic ations one way or in a bidirectional way now think about what help you need if you're new to CRM you've never done this before you're you're focusing on your business all right but you know what you want but you're busy work on your business we at wizard systems all we do every week is put in new CRM Solutions so we we've got services and over the years over 30 plus years we've worked with a wide range of clients um mainly small and midsize clients so we work with soul Traders right up to 50 plus user systems uh so generally small and mediumsized clients that's our Focus but we provide um depending on your needs depending on your budget depending on the sophistication of what you want the CRM to do again once we know your requirements we'll be able to recommend some additional Services um to you uh that might be it might be delivered on site we would physically come to you you might come to us you'd be very welcome or maybe we do things online might be a combination of all those so once we know your requirements we'll be able to give you a quotation right I'm nearly done um if there's any questions please pop those into the question section uh Ben is is asking do you really need to use leads as our process is really simple uh yeah um as I say everyone uses s in different ways uh Ben so um yeah you don't you don't have to you could uh go as soon as you get a new inquiry you create a new company record straight away you're still got to be prompted for the source maybe it's it's a good idea to even though you don't want to to overly complicate things with a with a lead process um then yeah you go straight to create that company um Andor an opportunity straight away uh no problem at all it is whatever you want it to be all right uh next question from Chloe how customizable are the lead qualification processes in workbook CRM can we set up our own unique scoring system based on our industry specific criteria um yes you yeah deliberately so you you've you've got different you can have different lead screens you think about also the sequence of those fields on that screen when you if you recall back to my layout of a lead form a lead screen you might have different fields on there which might be like a script that you would be interrogating your your new inquiry and there might be different qualific ation questions there and yeah and you could have different types of lead qualification processes so lead qualification process for product a qualification process for product B you could have different um layouts there um for you and and and again yes the scoring the algorithm I mentioned um based on the criteria the information that you you populate there you put in uh exactly uh and another question from Chloe you mentioned integration you mentioned integration with marketing automation tools can you give some examples of specific platforms workbooks users well the the two main ones that workbooks integrates with that do tales with is MailChimp probably more at the lower end if you're just getting into marketing automation email email as a marketing tool um you might start off with something like MailChimp so there's automatic integration with that um and basically these email tools uh you create your list you create your mailing list in workbooks and you can imagine as your popping in information over time you're accumulating a lot of really useful information about who your leads prospects and customers are where are they the products they've purchased the products you're interested in the activities you're having with them other Associated contacts as well transactions against that that client they bought product a but they haven't bought product B yeah you can do all that they're really useful information there to to uh to start your mailing campaigns with so uh there's MailChimp and then higher up the chain if you want more integration with uh workbooks there's a UK mailing tool called Gator mail which uh really tightly integrates with workbooks does all the MailChimp stuff um but literally every all of the responses that you that you get from the customer that's logged in the workbooks database and we can then use that information for future campaigns it's quite quite powerful um and then there's also the the website tracking tool as well if you want to go a step further and you want to track visitors to your website right now live real time and have that integrated workbooks you can do that as well pretty powerful stuff um then question from William uh can you integrate with Erp software example display account status from our accounts module on stop and how quickly will it update yes William we can there are a few ways of doing this um it will depend on what sort of Erp solution you use um but yes we would have a conversation with you about that and yes we can then drag in certain information into into workbooks and it's made easy so that that that financial information William that could be just headline details maybe sales year to date um Cur credit limit outstanding balance on their account last invoice date and so on those headline figures it could be just that that's populating workbooks or remember workbooks unusually for CRM it's got it understands Financial transactions it understands an invoice and the line item details invoice the price the cost price so on the margins so we could we also integrate that level um so if you wanted to uh we could discuss with you the transfer of information so the Erp May create the transaction but it's being bunged into workbooks at that transaction level okay um another question for William what plan do workbooks have in relation to AI for example Salesforce are looking to integrate with Microsoft co-pilot um don't know at the moment William a a lot of CRM vendors right now are looking into AI it is obviously a fairly new thing only been around uh sort of like a year or so um for sure workbooks will Implement that um and we we would definitely feature that once they become but nothing right now as regards integration to co-pilot all right which I know Microsoft was that's Microsoft AI um tool isn't it so thanks William for those I don't think there's any more questions so thanks very much the three of you for those uh right well let let me wrap things up then uh for this quick run through of workbooks with a special focus on the sales process in workbooks hopefully that was of use to you uh as a followup uh there is a trial version of workbooks you'd like to uh um contact us we can get you on a trial um or remember that one toone demo as well if you want to have a quick dive into it and um the ability for us to confirm figures to you in a formal quote once we know your requirements so thanks very much for your uh attendance those of you on here live and we'll catch up with you soon on the next event thanks for much inde D bye-bye