FIVE CRM

FIVE CRM

Hints and Tips

ACHIEVEMENTS

Create and upload a user avatar for the achievements dashboard

For each user in the system you are able to upload a personal user avatar. This can be done under the SETUP -> USERS -> USER PROFILES option and found in the top right. You could use a website like http://avatarmaker.com/ to create similar ones for each member.

The Achievement Dashboard can be on any size display

Development was done on the achievement dashboard to make it fully responsive and able to be displayed on any size display. Simply login -> VIEW -> ACHIEVEMENT DASHBOARD. It will open in a new tab, refresh every 60 seconds and is scaled to the size of the display.

Achievements can have multiple criteria tracking various data

Need to be able to track sales, call backs and number of fields updated? Have one achievement track it all if you want. When creating the achievement simply make sure to include all the criteria you need, the system won’t let you group together things that don’t make sense.

DATA

Quick find on account list: Shift + Ctrl + F

You can use the keyboard shortcut Shift + Ctrl + F while in any part of the system to quickly search the current database area for accounts containing your input in the account name. Note that it will only search accounts you are allowed to use.

Response workflow options

One of the most powerful features in the system are the responses and what happens after a response is used on an account, from customers statuses to nextdates including sending emails. Edit a response to find all the options.

Allocate accounts to multiple Owners at the same time

Using the assign tool built into the application you are able to easily and quickly bulk assign accounts to multiple owners and split them evenly, even using a random order to make sure no bias! Data management made easy rather than manual.

Use New Account form to check if an account already exists

Within the system when creating a new account you are able to use the same popup to check if an account already exists with a fuzzy search on any account name you input. This could save your users making duplicate accounts when they already exist in another area.

Multiple contacts during import using consecutive check

Having the ability to handle multiple contacts and have them added to the same account means data integrity is retained and if information is required can be looked up easily. Simply make sure that the consecutive record check is ticked when importing and contacts won’t separate.

Using Assign function to bulk edit telephone numbers with prefix

You are able to use the built in Assign function to automatically format and prefix all telephone numbers in the system. Did your import miss off starting zero’s? need a specific dialing prefix to dial out each time? We have you covered with this feature in the CRM using the assign tool.

DISPLAY

You can change the buttons shown in the short menu

The options visible on the short menu can be changed specific to each user, options under the user profile allows for up to three additional icons to be added for almost any function in the system. Quicker access to the features you need.

Set accounts to colours on the Account List based on status

Accounts within your CRM are able to be custom color coded based on the status of the account. This allows the agents using the system at a glance to be able to see the status of the data. Setup the color code for each status under the options.

Change columns on the Account List and set as default for all

You are able to change which columns are visible and displayed on the account list by simpling being on the account list and selecting “edit this view” in the bottom left. You’ll then be able to select fields on the left and reorder and remove existing ones on the right hand side of the popup.

You can change the number of accounts shown on the Account List

By default the account list is limited to displaying only 25 accounts on the account list but this can be extended to 50, 75 or 100 accounts visible. This is done by clicking the edit this view button while on the account list and selecting the option in the bottom right hand side.

More information for contacts visible by clicking the Contact button

Detailed information on each specific contact is displayed when clicking the contact button while inside of a specific account. This will only display information that has been imported into the specific contact but in a readable formatted popup. Store contact specific data easily.

Show checkbox options for a field instead of a strict dropdown list

You are able to have multiple selection tick boxes rather than a strict dropdown list by making sure the specific field has the format option of multiple selection ticked. This can then allow the users to be able to tick any available options and save their input.

EMAILS

Email campaigns can update accounts automatically

With email campaigns you can automatically set/update fields on accounts that take campaign action, be that opening the email or clicking a specific link. Simply make sure to enable the setting when creating the campaign links.

Reports can be scheduled to be emailed automatically

That report that you are always running every Friday at the end of the day can actually be scheduled automatically to send to you, including having the CSV attached to it. Just make sure to enable the option when setting up the report.

Individual emails can be tracked

Normal account document emails can be tracked by enabling the database area setting under each database area settings, email server and track individual email options, simply enable it and ensure you have an email panel on the account details.

There are two unsubscribe options for email campaigns

For email campaigns you can actually give your recipients two options to unsubscribe, one from the specific campaign they are being targeted by and the other to unsubscribe from all emails sent from the database area.

Double click the email address field to open a blank document

You have the ability to double click on any email address in the system and it will open up a blank account document that can be used to send an email. This will still be logged in the contact history like a normal account wrapup and will contain any information input into the email.

FIELDS

Mandatory fields + conditional options

As an administrator you can have multiple fields set as mandatory fields so that before completing an account save they have to be entered, even specific fields per response. These settings are per field when editing the view.

Date fields can be shown without showing the time

Each date field in the system actually has the option of being displayed without showing the time. This can be accomplished by using the control setting of *dateonly on the specific field you want. This will then hide the time from being shown.

Account Additional Fields can be shown as multi-line text boxes

When editing fields already assigned to panels you are able to use the control option *text[50] with the number inside the brackets behind how tall in pixels you want the textbox to appear to you agents. This allows them to edit fields easier.

Account Additional fields can be encrypted

Each field when added to an additional panel tab setup can be selected as being encrypted. This allows agents to enter data into the field but have it visible back as encrypted, yet administrators will view the field fully decrypted.

Set a field to the type of date and it pops-up a calendar when used

If using date fields in the system as additional fields you should ensure that you update the field type to date so that a date structure can be enforced on the field, along with this where that field is used a calendar dropdown will now appear. Date lookup made easy.

Fields that have been set as dropdowns can also be typed into

Even if a field has been added as a dropdown list, if read only has not been selected then selecting the field and pressing shift and enter on your keyboard will allow you to enter a value other than the ones setup to be available. Handy for when the default options aren’t applicable.

FUNCTIONS

Reports can be added to Account View Panels

Instead of having your users view performance critical numbers on their dashboard why not just embed the report on to an account details panel. Just make a new panel and change the function to report selecting the specific one.

Use the Call Guide function to put your company logo on the screen

You can use the Call Guide function in the system to add your company logo or further information along with being able to embed a call guide onto a panel to add that information onto the account details view making it visible for all users using that specific view. Useful for quick info.

The Scripts function can prompt to collect key information

Scripts can be configured to be advanced branching in the way that only specific questions are presented if only specific options are selected and each of these questions can have different data capture fields displayed. You can even take this further and make some of the fields mandatory.

Open a website by clicking the linked button next to the www field

By default the account website field when displayed will add a button at the end of the field that can be clicked to open whatever web address input into the field into a new window. This is useful if doing lead generation for agents to research companies backgrounds.

View a map of the address by using the button next to the postcode

Similar to the account website field, whenever the account address postcode field is used a google maps button will be put at the end of the field and it can be used to quickly open a maps result of the entire address again to be able to quickly and easily do research.

Add a button to search LinkedIn for contacts for the open account

Along with being able to add an entire account details panel for LinkedIn research you can also add a specific button that can be used to search the company name on LinkedIn to find current employees. This ends up being a time saver again for agents trying to do research.

USERS

Click-to-dial options and auto-dial

From within the system you are able to set up specific click-to-dial options integrating with most VOIP providers along with having the phone auto dial opened accounts after X seconds. All these settings are in the database area settings.

View all users current activity through the Current Status tool

Being able to quickly view all of your users current statues, what page they are on, how long they’ve been there for, when they logged in and what database area they are currently in. Quick readable information available under TOOL -> USER STATS -> CURRENT STATUS.

Queries are able to be saved for yourself or current Database Area

When creating or editing an account list query you have the option to save the specific query for just you or just for the active database are you are currently in. This is done in the query editor which can be found under the filter on the right hand side with options below the string.

Hide options on menu in the Account Details page for certain users

For each specific user in the system you are able to configure which options are visible to them. Under SETUP -> USERS -> USER PROFILES -> a specific user -> DISPLAY OPTIONS you can select disabled options which will hide them from view from the user.

Edit users so they can only login from specific IP address(es) setup

Again for each specific user in the system you are able to limit what IP address each user is able to login from. Under SETUP -> USERS -> USER PROFILES -> a specific user -> PERMISSIONS you’ll find IP Address restrictions which act as a whitelist for the user.

WRAPUP

Setting the default state for what should happen after wrapup

In the system you have the option to display a tick box that can appear on the wrapup which can control if the system automatically moves onto the next account or not once a wrapup is completed. On top of that you can also even set the default stats for that tick box.

Add fields to the Wrapup panel along with setting the default state

Additional fields can be added to the wrapup panel by using the admin setup of SETUP -> FIELD HEADINGS -> HISTORY ADDITIONAL FIELDS, you can then display up to 10 additional fields on the wrapup panel along with setting if their default state and if mandatory.

GDPR

Processing Categories

Processing Categories allow you to specify what your agents are allowed to discuss with your clients and what data they can process.To set up Processing Categories, go to Menu, Setup > Privacy > Processing Categories.

Processing Channels

Processing Channels allow you to specify which mediums of contact your agents are allowed to have with your clients and how you process their data.  To set up Processing Channels, go to Menu, Setup > Privacy > Processing Channels.

Privacy Details

Privacy Details can be added, edited and viewed for all contacts in an Account while within the Account itself.

These Privacy Details show the processing Channels and Categories which are permitted to contact the Contacts on the Account.

Adding Privacy Details

To add new Privacy Details, click on the “New Privacy Detail” tab at the top.

Privacy Detail Templates

Privacy Detail Templates allow you to create pre-configured Privacy Details that can then be assigned to Contacts via various methods.

To set up Privacy Detail Templates, go to Menu, Setup > Privacy > Privacy Detail Templates.

There are several methods in which you can apply these templates to Contacts, these are:
• Assign
• Imports
• Web forms

Data Privacy Delete

Data Privacy Delete – Account

Whether you are deleting an Account through the Menu option, File > Delete in the Account itself or deleting the Account(s) through an Assign you have the option to delete the Data in accordance to GDPR.

Data Privacy Delete – Contact

When deleting a Contact through the Contact panel in the Account Details screen or deleting the Contact(s) through an Assign you have the option to delete the Data in accordance to GDPR.

A ‘Data Privacy’ delete will remove the Account/Contact from the Area and it will not make a log in a Backup file. This means we will not be able to restore this Account/Contact should you select that option in error.

Email Campaign Detailed Tracking

It is possible to allow / prevent certain Email Campaigns from relating opens and clicks to individual contacts.

If the option is turned off, all opens and clicks are anonymous. This means that you would not be able to see who has opened an email, or who has clicked an email. This also prevents you from triggering additional events when an email is opened or clicked, as that would be a way to work out which contacts have interacted with an email.

There is an option under Menu, Setup > Database Areas for each area to set this to on or off by default for each new campaign you create. Choose the area you want to change this setting in, then go to the Email Campaign Settings tab.

Removed Account Search

The Removed Account Search allows you to search for Accounts that have previously been removed due to data privacy reasons.

To access the Removed Account Search, go to Menu, Tools > Privacy > Removed Account Search.

Removed Contact Search

The Removed Contact Search allows you to search for contacts that have previously been removed due to data privacy reasons.

To access the Removed Contact Search, go to Menu, Tools > Privacy > Removed Contact Search.

Data Privacy Manager

With the potential for data to get lost and misused we have incorporated a way to view and manage the privacy details across a whole database. The new Data Privacy Manager shows a total of 20 charts analysing the data in many different ways.

For those charts that it is relevant, it is possible to click charts elements to show the underlying data on the Account List, and of course, from there the data can be managed using the normal Assign tools.

To apply a filter directly to the Account List for graphs, simply hover over the desired data point, and then click on the tooltip. For tables, simply click on the link located in the desired cell.

To get to the Data Privacy Manager page you will need to go to Menu, Tools > Privacy > Data Privacy Manager.