Sales process management tools for Support

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small business owners of course um any anybody in the management area of their business especially sales managers and then obviously any sales agents or anybody in the sales organization at all really and then in addition to that anybody who is an independent contractor or a micro business who as we all know anybody in business of that size you're doing every aspect of the business and sales is obviously a major part of that so next we've got a little bit of information about me so my name is Todd Miner I currently work at Apo I've been here been working with APO for around year and a half something like that um I'm working out as a product manager meaning I'm involved with talking to the customers helping with documentation giving support to people just in general helping customers out figuring out what they need and translating that into changes for the platform now I've been programming for about the last 10 years or so and I spent about seven years doing quality assurance professionally so that's kind of my professional background and I'm currently residing in Fremont California living in the area right next to Silicon Valley and I do deploy deployment support and training for activo and now let's talk about the topics of this webinar so we'll start off I'll start from the top give a quick overview of what is apptivo which we kind of just did but I'll dive in a little bit deeper and then we'll talk about what is Salesforce Automation and then we'll move on to what kind of we'll cover some common pain points like what are some problems that sales teams have to deal with day-to-day and then we'll move into actually talking about the different sales applications that are available inside of ourc M apps and then finally we'll take an in-depth look at the customers and contacts app which are obvious they're part of the CRM but they're extremely closely related to those sales applications and then we'll move on to managing sales leads from start to finish so we'll actually run through some potential deals and I'm also going to touch on what we can do after the sale so also Beyond like the actual sales lead and sales opportunity once we get to the stage of issuing a quote or even issuing an invoice to get paid for the deal so let's start off at the beginning what is Salesforce automation so this is a technique where you use business applications to help automate your sales taask and we have several different applications that we consider part of our Salesforce automation suite and these are contacts customers Leeds and opportunities so what are these four different applications um the contact app actually I believe I have that coming up okay yeah we'll cover that in just a moment so first let's talk about some of the pain points of sales teams like why do you need Salesforce automation apps if there's no problem then there would obviously be no solution for so first is it cannot really easily share information between your team members so unless your team members are sitting right next to each other talking to each other about every single deal which isn't exactly an efficient use of time then they're not going to have the info they need if one of them's out sick and needs to pick up work for the other one the next day anything along those lines um we also have trouble tracking activities across multiple customers leads and opportunities so I mean Once A salesperson has over 50 deals on their plate at one time it's very difficult for them to just remember where they are with all these deals and when they need need to be following up so having a system to organize everything and present it in an aggregated format is really really useful for uh sales people once they get to that point and then right along the lines of that is it's really just hard to remember details about every person and obviously the more details you have about a deal the more you know about a customer the more likely you're going to be able to close the deal so it's important to be able to write down these extra details that you can't just store in your me in your memory and keep up in your head and kind of count on for later is if you can write them down then every time you talk to a customer you can review the details about them and always be prepared to close that deal and the last one is lots of duplicate information is created and stored in unorganized manner so what you'll have is five different sales associates and maybe five of them that talk to a a couple contacts at a company but over time the contacts numbers have changed and they all have five different pieces of information and only one of them has the right accurate number so if you go around looking for that number you're asking your employees you never really know when you're going to get the right information so having one system that everybody works off of can keep everybody in nice and organized where they never have to worry about getting out ofate information and you never have to worry about wasting work because that's what duplicate data entry really is okay so now let's talk about what these sales apps actually are and what the purpose of each one of them is so as we talked about in apptivo each one of our apps has a small specific purpose and they kind of plug in together so integration is really at the core of our applications so each one of these apps is obviously going to follow that Mantra where they're all going to do one small specific thing and they're going to do flow together and plug in together to kind of give you everything you need to give you all the information about a specific customer or deal so the first step is the contacts app and this is just a database of the individual people that you interact with so this isn't a business entity such as like Walmart or so but if you're speaking to a one of the managers over a Walmart store they would be stored as a contact in your system and then the next entity is the customer or as some people know it as or call it in their business as an account and that's the actual business entity that you're doing business with meaning like who are you issuing an invoice to who are you collecting the money from and what you'll do is you'll end up with potentially a group of different contacts available and Associated to One customer so you might be dealing with three different people who work for the single company and you can have it organized in the manner where you separate the contact information for each contact but you also get one set of central data just for the company like what is the revenue of the company or what is the company's public email address things like that then the other two these are the ones that are actually the sales the sales deals that you have going through the system so a lead is basically just a name and a number it's a potential deal but you haven't really qualified it yet it's very abstract so most deals start off as a sales lead and a lead is actually before the contact in the customer in the APO Sales process although you have the option to create a contact or a customer typically you'll end up taking a sales lead and once you qualify it you'll create the contact and the customer and what we call the sales opportunity which is the next app so the sales opportunity is a qualified deal where you think there's a very real opportunity to do business you think you are very likely to close this deal so what you'll end up doing is you'll start off with a sales League which is just the name of the number you'll follow up with them a bit figure out more about their needs and then once you've qualified them you'll convert them into all three of the other objects so you'll create the person that you're talking to as a contact you'll write down the company U the business that they're working for as a customer and then you'll write down the details of the sales deal like what's the probability of it happening what's the value of the deal into the sales opportunity so we just talked about the actual process of nurturing the deal and how you organize all the information around the deal but I mean that that is just enough for some companies some companies only need Salesforce automation but one very big benefit of using a platform like activo is we have all those other apps and they're directly integrated with these sales apps that we were just talking about so in the natural flow of things in your company you're going to be going from the sales process and then into the Fulfillment process meaning like how you're going to sell them your service or product and then you need to either deliver the product to them or you have to go perform the service for them so there's several different steps to getting to the getting paid at the end of the deal from them actually agreeing to proceed with the deal so once you have an opportunity and you're at the final stages where you're ready to close it the the customer is ready to agree there's a couple different paths you can take an apptivo um one common path is before you actually close it deal you need to issue an estimate so they can give you that final agreement on what this deal is going to be and what we allow you to do is during the sales opportunity phase you you can actually like add your products and services onto the opportunity and convert it directly into an estimate so you can email a quote to the customer and they can approve it via email and then you can take it to the next step after that and then beyond that you also have the option to go straight to what we call a work order which is just dispatching your technician on-site to go deliver the service so if you have to go to like a computer repair on-site something like that um a work just keep in mind that an opportunity can actually be converted to any of these so you can go to an estimate and then the estimate can go to a work order or you can go an opportunity straight into a work order whatever your company's process actually does and then the last two are uh order which is a sales order if you're selling products so you can just take your opportunity push it into an order and actually go to fulfillment and then last one's invoice so if let's say you're a service business and you need to invoice them before you um before you actually deliver any service you can go straight from the opportunity turn all those products and services into the invoice and go email that straight to your customer okay so we'll come back to this at the end but um we're going to be moving on to the stage where we actually show you some APO um show you some APO flows go through the sales process and walk through each one of these apps and features that are available all right so first what we're going to do is log into the system and one thing to keep in mind when you're logging in is you're going to log in with your own email and password so each employee when they log in is they're going to have their own email and password and they're all logging into one Central Business now for some of you entrepreneurs out there you might potentially have multiple businesses so you do have the ability to associate your one email into multiple accounts so you can actually just register multiple times with this same email and what'll happen when you do that is when you log in you'll actually get a list of businesses right here so most most people are only going to have one business meaning it automatically logs you in but keep in mind this might potentially be U useful for some of you so we're going to log into our sample business here which is glowl Consulting and this is a general it Do-it all firm so they do web design they build custom applications you name it so what we want to do here is I want to kind give you a quick tour of the general interface first and what we're looking at right now is our personal user dashboard so the most important thing is up at the top of the page which is our actual navigation to go between the apps so you'll notice we can see like teams projects leads app right here um this application or this list can actually be customized for every individual so let's say I'm a salesperson and I'm only going to be using some certain applications I can customize my apps and then I can go through and I can only pick those sales apps that I'm really interested in so I need to be looking at contacts I need to be looking at customer customers leads and opportunities so I just select those and then it changes my values up here so now I've got my list of apps based on how I'm going to actually be using apptivo and for some of you I know you like different um you like the big icons out there to browse to your app so we actually have two different menu Styles if you click your preferences up in the upper right corner you can change your menu Styles back and forth like this and then the other one looks like this where you get the complete list of apps and you have all your individual icons here so you can see here are the CRM apps okay so that's um how you go between the apps and one thing to keep in mind is yes we do have over 40 apps so this list of apps can actually be um whittel down so based on what you have access to inside of Appo so if you register your own business you're going to be an administrator and you'll have access to all apps but you can also restrict access to your employees so they could for example a sales agent can only see the sales apps and what that's going to do is it's going to restrict their access inside of this app store meaning they have the ability to pick from any apps that you grant them access to and choose whether they want to view them or not so you can see here I've got access to everything but if I was a regular salesperson then and I go to supply chain I would see access denied right here so I wouldn't have this option but for any of the apps I have access to I can customize whether they appear or not so let's say I want to begin using the cases app and then over in Human Resources I realized I'm never using the teams app so I just want to remove that oops so I could just remove that then afterwards once I go back to my homepage and that would update the list of apps up here so I'd be able to see now I have cases available and over in Human Resources Now teams is G okay so that's the basic app navigation now let's talk about what we're looking right here in the middle of the page so this is basically the most important part of apptivo we have two tabs what's happening and the activities so this what's happening tab is what has been going on in the business meaning what you'll see is this news feed right here which is basically a revision history for everything going on so every potential event that could occur within the system whether a contact is being created a customer has a note added to them an opportunity gets converted to an invoice anything like that would pop up right here you can see who's done it and you can even interact with each one of these events so if I see this work order gets creative I can say great work to comment on that or maybe I could offer this some advice on how to deal with that customer and in addition to that I can go view the details of any of this so if I see a customer gets created or an invoice gets created I could go click on that and go directly to that item inside of the system and beyond that you can even just post updates to your colleagues so you can keep everybody up to date you can ask questions to everybody and it just pops right up in everyone's Newsfeed right there when they first log into the system and this Newsfeed is completely filterable so we'll actually see it pop up a couple more times in this demo but right here we can just select these dropdowns and let's say for example we want to see what Frank teton's been doing we can filter this Newsfeed and now we see everything that Frank's been doing over the last couple weeks which is really really handy for a manager okay so the last little component over here as you'll notice obviously I've got a little profile photo for myself so I get identified in the news feed and I also see a list of every object I've touched on recently so as a salesperson I can hop on here and I'll be looking at all the leads and the contacts that I've been working on this week okay so this what's happening is we said was what has been going on in the business but now let's talk about what you need to be working on so as a salesperson day-to-day you're going to have all these different follow-ups you need to be doing with these different clients that you currently have available so the only way to organize that is by looking at One Singular list which combines everything based on priority and the due date and that's what this list does for you so throughout every different customer and lead and opportunity instead of apot they all have what's called activities and that's things like a task or an appointment or even sending email or logging down call that you had with a customer and those activities they appear like when you're looking at the the customer itself but each one of those is actually pulled back to this main list so here when I log in I'll actually get a list of every follow-up that I need to do and it's just based on due date so I can browse through here and I can just handle everything check it off one by one and go through my day-to-day work and then if I ever have to put in a new task I would go put it in like inside of the app itself but when I'm actually looking for work to do I can always work from this one section and and Beyond just being useful for yourself once again for a manager or just like looking up your colleagues activities it's great for that as well so I can sort this by just my teams activities or once again I could go pick on Frank and see exactly what Frank's been doing the last couple weeks now this uh view is actually got one other twist to it as well so we have this list view which is just kind of something great to go through but let's say you want to see how busy you are this week you can actually switch this view over to a calendar view and watch your task pop up that way and we can of course switch it between like day month week so you get a good a view of what's going on and one thing to keep in in mind is this is actually integrated with Google Calendar so if I wanted to I can connect my Google account and I can create an appointment and it would go publish it over to my Google Calendar so if I got like my Android phone over there it pops up right on that calendar and keeps all my devices in sync which is really handy Okay so we've covered the basic dashboard um the last thing we want to do before we actually hop through a flow is I want to show you one of the apps and I want to pick one of the CRM apps that's Rel to what you guys are interested in so let's grab the core of all of which is the customer app because there is no business without a customer at the end of the day so what happens in ACO is everything that you do in your business gets related back to the customer making it the perfect example for me to go through first now one thing to explain about APO is like we said we've had over 40 different apps and obviously that's going to introduce the learning curve for our customers so we designed all the apps to be extremely consistent with each other so you'll notice that one app it looks and works very similar to the other ones even though it does do us different purpose so I'm going to show you some of the general components inside of the customers app and you'll notice when we go to all these other apps you can kind of apply all the same logic all the different menus are in the same location so when you once you learn one you learn them all so when you first click on an app a couple of the main components you'll notice is youve got this navigation over on the left which is kind of how you move around the app and how you find your different customers inside of the system and of course you can create a customer with this big button right here and up across thep top you'll have the name of the customers with some buttons where if you always click on the name right here or this little home icon you'll get back to the main customer dashboard we're looking at right now and then you'll have U some like General configuration settings for the app so we have our notifications area which is how you receive email notifications and also how you control that news feed so you can see here's all those events that pop up in the newsfeed and if I wanted to get an email for it I would check the box and hit save and then anytime a context get gets created for a customer attivo sends me an email and tells me about it and the other one is our main settings area so every app allows you to do a bunch of different customization options on it such as um changing security settings or changing the different field values so for example like you have the option to categorize A customer from a dropdown menu when you're um creating one an app toot so we give you the ability to change the values that appear inside of that drop down so whenever one of your sales agents creates a customer they can only pick from the values that you set and we have all these different fields available like said setting up your sales territories or your markets and market segments things like that and even beyond that uh we give you the ability to create your own Fields so um by default we had things yes such as customer category and Market segment but let's say you're a more unique business like here this example business I've got some ski resort details so what if you're um a manufacturer of like ski lift equipment and you need these specific details about your customers it's very important to you but they're obviously not supported by default Napo it actually gives you the ability to create your own sections add your own Fields so if I want to add another text field whenever any of my agents is creating a customer I just drag in drop it I name it whatever I want and then it'll appear anytime any customer gets created so it allows you to really extend and customize the platform for anything that your specific business needs and there's a bunch more security settings um or sorry just general settings I'll dive into some of the other ones um real quickly right now so before we talked about every employee you can restrict access to certain apps like the sales apps or the invoices app anything like that but for a sales organization specifically this is one really common request is they have a bunch of different sales agents but they don't want the sales agents to see each other's customers so all of these sales agents get the security role to view the customers app but even inside of the customers app we want certain customers to only be visible by certain agents so that's what we call data level access meaning you're changing the access between One customer versus another inside of the the same app and what this does is if I select specific employees it means it's enabling data level access and what that means is there's actually like there's a sales representative for every customer and it can either be an single employee or a team of employees but when you have data level access enabl the only person who can view that customer is their sales representative or a member of their sales representative team and in addition to that it does um respect the managerial hierarchy meaning any ma any manager of a sales agent who is the sales rep of a customer can also see that customer and their manager's manager and their manager's manager everybody all the way up the chain so that's what data level access is and you enable that app by app so you might potentially do that in the contacts and the leads app but maybe in the customers app you don't mind you you're allowing everybody to see every customer and that's completely up to your business and a couple of these other settings um are just some basic things so I'll show you this 360 feature it's a really cool feature soon but you can just see the first type of object you want to see there and then you can actually turn on and off some features so we have like some e-commerce features related to like showing the API security and IP address of customers not every customer uses them so you'll notice from app to app we do have these features where um Power users can kind of go in there and turn them on and really extend the functionality of activo even further and then also just kind of um the customization aspect is the dashboard views right here so you'll notice when we were browsing around um on the main homepage we had the option to select by a customer category type or by a specific letter so just based on how you browse around the app you have the option to choose one or the other or both as we have set up right here okay so the last couple major components of this is the search so obviously we have a basic keyword search so I can just go grab a customer that that but the one really unique part about our search is its interface with our reporting system so right here you'll notice as soon as I did a search I can actually create a report to save this so I guess say like Maxon customer right here but I also just did a keyword search so that's not very powerful whether this really gets useful is when you do an advanced search so let's say I want to find all of my corporate office customers so everybody is categorized like that or if I want to set up any sort of special um setting so I can look at everybody from a specific territory if I want I can run that search and I can save that result so I would save this as corporate customers and I could have the option to share it with my colleagues and as soon as I hit save it actually appears in this reports area over here so at any time I want I can come back and with one click of a button I can come right back to that search so over time you can build up all these different customized searches um and save them as reports so you can really just hop around and get all these different views of your customers with just a couple clicks of a button and Beyond those bu um those customized search or reports that you can create we also have built-in reports so you see over here on the right side if I want to get list uh like all follow-ups that my or all follow-ups and calls that my call my sales agents have been doing for a specific customer I can go run an activity report and I can base it on like specific activity type or anything like that so we have a bunch of these reports built into every single app as well then over on the left you'll get some quick links which is like adding employees or we actually have a complete CRM setup guide which I wholeheartedly recommend for you guys getting set up even though we're covering everything right now and beyond that there's also some help links over there as well so as you're navigating around the app you'll see this help link section pops up and based on which app you're in these links will change to give you information about that specific app okay so the last couple components here before we dive in and take a look at a customer itself is the upload so we do have a CSV upload if you want to upload like your existing database of customers and just these links over here so if I wanted to select like all the corporate offices again it'll filter by that category and I'm able to do like selecting multiple customers I can send them all emails I can move them to a marketing Target list or I can download a CSV file with them those basic details okay so at this point let's go ahead and take a look at a customer so the point of all these different views right here is always to find the customer that you're looking for so once you find the customer you're actually going to click on it and now we're going to be viewing that one object itself so each one what we call it is the object in every app is every app has like one primary object so the customers say the customer uh the leads is a lead object all that so on the main page of the object you'll see this different these different set of tabs so you can get the overview the 360 view all of this so the overview tab contains all the unique information about this specific customer so this is where we see um what territory do they belong to how many employees do they have what's their revenue details like that and then down at the bottom we'll see those custom attributes that we had created so that's where the ski resort details pops up and at the very bottom you just see some related objects but the important part of the related objects is over here on the 360 view so this is one of the really cool features of opo which you can't really find with any other CRM systems or really many other systems at all out there and this gives you the ability to learn everything about the customer and also create anything related to the customer so let's just run through a scenario here your sales agent gets a call from a customer the first thing they do is they type in the customer name and bring up their customer record right here they go to the 360 tab they're by default viewing the context meaning they're going to see the person they're talking to right here they're going to know what type uh like what role this person has in the company and some basic details about them if I wanted to I could even click on lesie right here and go find out all of her details like what are her hobbies and everything like that in order so I know how to deal with her and then let's say lesie has a problem so that would be something that you would log in the support ticket system so I could look at the current support tickets open for them I can find out if they have one if not I can create a brand new one right here so I just cck this create button and it instantly creates a support ticket that's automatically Associated to the customer so it's real real quick it allows you to kind of launch anything and specifically to the process we're talking about right now let's say a customer calls you up they're ex an existing customer and and they've got a new deal they want to do with you so you haven't talked to this customer in like 3 four months after you finished the last deal and right away you can see the deal that they're talking about um even if you weren't the previous sales agent you can see I well we we haven't done that deal with them so this must be a new deal and you can immediately hit create and start logging down all the details that this customer is telling you into this brand new sales opportunity so it's real real simple it's meant to be a clean flow and like really the Launchpad for everything you do outside of activo it can all happen with in this 360 view tab okay so then let me explain a little bit more about what these Tabs are so the 360 view is an example of what we call a common feature meaning it's a feature that we actually roll out into many different apps so for example if you go look at an invoice you're also going to have a 360 view where you can see everything related to the invoice and some other common features are like the newsfeed activities notes and documents meaning no matter where you go in acot you're always going to see these pop up and it's always related to that specific object so these are notes just for this customer and documents just for this customer but every single item inside of activo can have notes just for that but um there's also some apps that contain unique features for example this loyalty feature so APO we have an app called loyalty management app which allows you to set up um reward programs for recurring customers and this feature is directly interfaced with our customers app so we have a tab right here that allows you to control the user status within that loyalty program and some other examples if you unique features would be um well like for example in the leads and the opportunities app we'll see that there's a tab called like items of Interest where it's only available in those couple apps but allows you to link a product from your product database directly to a sales lead so that's an example of a unique feature and let's just take a quick tour through these tabs before we run through and actually do a quick sales deal so the newsfeed this is once again that same thing we saw before this is a revision history for this uh customer but it's beyond just a revision history it actually shows you everything related to them so this is every estimate you've issued for them every time sheet you've created for them every opportunity you've closed for them you name it and then the activities tab we've already seen this it's a familiar interface but this is where I would actually like log an appointment or write down a call that I had with the customer and it would populate back on that main homepage and then we have the notes which is exactly what it sounds like I can do bullet points anything like that just write down notes so my colleagues can come back and check it out later we can collaborate with each other and then the documents tab there's actually two different pieces of functionality here so I have the option to just browse my computer and I could grab a sales proposal or an image or something like that and upload it to this customer but I also can browse my Google Documents so if I have Google Apps connected here I can browse my Google Documents database sort through and find a document that I'm interested in so like here's my sample witness spreadsheet and I can add that and it just adds a link right here so I can at any time just click on this link and it opens up the latest version inside of Google docs so instead of having to rely on uploading different versions of the document over and over you just add this link over to Google documents and you always have the latest Source Okay so we've gone through a complete app um I mean guys I don't know if you've noticed but there is the questions window inside of the go-to meeting area so if you guys have any questions at this point feel free to ask them and if not we're going to dive in and we're going to run through a sample scenario we're going to take a sales lead and we're going to walk through the whole process from start to finish and close the deal okay so where we're going to start is I want to talk about one new um aspect which we haven't covered in APO one feature APO has available is our API and we developed a couple WordPress plugins where it allows you to actually connect your website directly to APO so here's a really common scenario where you'll have a contact form on your website where prospective customers can reach out to you and say and ask about your services so it's the perfect example where instead of just receiving an email and having to go file that in your CRM it'd be great if it could just create a sales lead right away and that's what this form actually does so I would fill this out on the website and once I fill this out it'll actually create a sales lead directly in apote for me so go ahead and submit that then over here we're going to go into the leads application so as we mentioned this is the first step of the sales process so a lead is typically just a name and a number and some basic information so we'll start off and we'll go to the all area so we'll go find that lead that I just created and right here we can see it just came through so it's got that new status and we'll notice there are a bunch of different statuses so each company can customize these statuses for their specific sales process and that's going to be very important so one really important determination to make is when are you going to consider a lead qualified when do you convert it from a lead to an opportunity and this is going to be different for every business but let's say this example um this is an IT company and this person just contacted and said I'm interested in networking equipment so yeah you've kind of got an idea of what they're looking for but not really and let's just say this company has a lot of leads coming through so this isn't necessarily that high on their radar they don't really know anything about it whether it's a $2,000 deal or a $200,000 deal so in this case we want to follow up a little bit before we consider it a sales opportunity so the next natural step is your sales agent they got an email notification when the week came in so they'd want to go to the activities Tab and let's let's say they give this person a call so they're going to write down the details of the call like initial Discovery call and then write down the Summers like what did I talk about and then I could add in any other details of who was there I BR whether I called them or they called me and when when like when it occurred how long it lasted all those details one really unique thing that I want to point out right here is the ability to associate this activity to other areas so you'll notice when when I created it by default It's associated to this sales lead but let's say I also wanted it to show up when I'm looking at a specific contact in my system like this contact gave me the referral for the sales something like that I can search my contact database and I can select a contact and that means when I'm viewing the contact the same exact call log is going to pop up on the activities tab of that contact and if I make an update in either location it updates everywhere but I can do this Association to as many different areas of APO as I want so I can organize these activities however I choose so I would create that and then usually what happens at that point is I figured out a little bit more information about this deal so let's say I found out that he was interested in some of the routers that this company offered so I can search my database right here uh this is actually searching another app in the system called the items app which is your product database and here I'll be able to go through and let's say they wanted 50 of these routers so I can just select that from the database and I would scroll down and add it and this is that integration that we're talking about right here where it's seamlessly plugging into different modules of the business so now I've got these linked up it's you saw that the price gets automatically pulled from my product database everything like that any description I had of it it would all get pulled in here and in this company let's say the nextal step is once we qualify the exact products that they're interested in we convert it to a sales opportunity so at this page um at this stage we would consider this lead qualified and we're ready to move it on to the next phase um some other common scenarios that might have happened is maybe you called up and they said give me a call back in a week or maybe you called up and they said I'm not interested at all so instead of converting to the next phase of the process there's a couple things you could do um one is maybe you schedule a followup for a week so they say call me back in a week you do that or maybe they say I'm not interested but you talk to them a little bit and maybe you could use them for some other services maybe you guys might do business in the future so you could actually convert it instead of to a sales opportunity into just a contact and just store it in the contact system but either way you're going to want to be updating this lead and adding the new status of it it's definitely not new status anymore so either we would update it and say it's in the next status like um pending feedback or pending follow-up something like that or in this case since we did figure out exactly what they wanted we're going to convert it to the next phase so what we do with the lead is we convert into these three different objects as we talked about so we're going to take the customer the business entity the contact that individual person and then the opportunity is going to be the potential sales deal so like the product they're interested in and everything that's going to go into the opportunity versus all the personal contact information is going to get put into the C the customer and the contact so we'll start this conversion and after just going to walk us through each step so here we just be able to type in all the details I think I have a bunch of customers name that uh you don't have to fill in any of these other details we do have all the different customer Fields available here so if you scroll down you can see everything but once you're done you would just hit convert and what we'll notice is as we're stepping through each one of these processes um it'll automatically link all of these objects together so like I just created the customer and now you can see the customer's pre-filled into the contact so I'm just going to keep stepping through and eventually I'm going to get to this opportunities page where I can fill in any final details about the deal itself so for example um how much is this deal worth $800 I could say what stage this deal is in so this is another part that gets really unique for each business is you can see by default we give you some sample stages to go through with your opportunity but um most companies are going to have their own stages based on what activities they need to do to close deals and then we write down like our probability and we have to Supply when we think this deal is going to be closed so let's say we think we can close this in one week so we'll select that and then once we're done we just hit the last convert button now at this point what happens with the lead is it remains there it stays in the system but the status just got changed to converted so now at the bottom it's basically this lead is just used for um for historical purposes but at the bottom we can see those new objects just popped up so we can always come back to the lead and see the contact and the opportunity that got created from it so here we either go click and view the contact but the thing that we really want to do is we want to move to the sales opportunity because that's the potential deal so we could go to the opportunities app manually and go find this one but obviously clicking the link is a little bit quicker so here over in the opportunities app once again you'll notice we're basically we have the same exact um user interface and it looks very very similar to a lead it's just got a little bit more focused fields on closing the deal and more value oriented Fields because we're closer to actually getting the money here so at this point uh there's you're going to basically do the same kind of activities is you'd probably go to the activities tab follow up with them give them a call give them an email anything you need to do to figure out exactly what they want before moving on to the next stage um potentially let's say this deal dies off and they stop responding to you you could move them over to a drip marketing campaign so you could send it over to your marketing applications you could quickly schedule a followup with them anything like that but let's say in the best case scenario they actually want to buy more products so once again we'll notice if we hop over to the items of Interest we already have the products available there that we put on the lead because every every bit of data like whether it's a note or a document does get transferred over and then I'd be able to come in here and we can always add more products or modify what's actually going on in this deal so let's say they wanted to buy some software from us so we can select that and we could also add those on there too and at this point um they basically said yeah you know I think we're pretty interested in doing business with you send me an estimate so what we can do here is this is the potential path we can take with the opportunity you'll notice right now it only says estimate but I want to show you one thing about this because as I mentioned before um APO allows you to choose the path that your business takes like based on your business process so there's actually other available paths here so if I go into the configuration and I select conversion for an opportunity I can see that I also have the invoice and the sales order path available so I actually have the option if I wanted to allow my employees to do all three which is kind of rare in most businesses I can just update that and then when I'm viewing that opportunity I'll notice that my new options become available so you as an administrator would want to hop in there and just um hammer out what your sales path is going to be using the apptivo apps and then you can go in and configure apptivo to restrict it so it forces the sales agents to use the path that you want them to use so here we can go convert to that estimate we were talking about and we'll go over to the estimates app and you'll notice all the information the contact the customer is all pre-filled all we really have to do is go through um we can select the template for the estimate which is kind of a different topic and then we'll see our products that we had on the opportunity are automatically put into the estimate and really it's as simple as creating it and we can email it straight to the customer so I mean that's one path we can take um once we issue the estimate basically has a built-in approval process and then the estimate can can be converted over to those other objects that we're talking about like the work order the invoice um of course in a different business maybe you would convert straight to an invoice but the point is like they all work the same where every single one of those conversion paths simply takes the data available in the opportunity that you've been working on and moves it into the next phase so it's really just one of the Core Concepts of apot is to completely eliminate the duplicate data entry and allow you to set up this unique flow that's based on your business processes and have that programmed into activo so you can just slide all of your data from end to end with eliminating areas and reducing the amount of effort it takes your sales agents to work and yeah I mean that's going to be about it for today I mean I noticed the questions have been pretty quiet today if you guys had any specific questions um feel free to ask him right now I'll remain online for a couple more minutes if not I'll bring back up my contact information so if you guys want to contact me directly I'm happy to help you we have the main APPA support line and you also might want to check out our answers knowledge base where you can search for just about anything you need to know and we have a ton of content available on there so there's a good chance that if you're asking a question that's either already on there or you can actually ask the question directly to our community right there and a lot of time you'll get an answer very quickly so yes with that um I'll go ahead and put my microphone on mute I'll be around for like I said a couple more minutes and we will be publishing this uh webinar online in another few days or so so you can look for it there on the demos page and if not hope you all have a great day and hope you enjoyed thanks