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hello everyone this is Ben with Erp
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connect Consulting and in this video
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we're going to take a deeper dive into
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our Advanced CRM tool that sits directly
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inside of business Central now this is
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going to be part two of our multi-part
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series around our Advanced CRM tool
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you've likely already seen our
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relationship management functions but if
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you have not I would highly recommend
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starting with that video that's going to
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be part one of our series what we're
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going to focus on today is a lot of
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details around sales person productivity
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directly related to CRM activities that
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we've embedded directly into business
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Central so what this is going to include
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is three different things the first is
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going to be our role centers that are
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going to sit directly on your home page
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inside of business Central the second is
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going to be your dashboards so for the
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role Center we both have an agent and a
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manager on the dashboards we're also
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going to have an agent and a manager
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then we're also going to show you how to
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create tasks for yourself or other sales
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people track those tasks through to
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completion and really get a holistic
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view to your data inside of CRM again
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directly in business Central now the
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reason that we created some of these
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views is that we've found it to be very
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difficult from a user standpoint to
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actually navigate with the out-of-box
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business Central CRM functionality that
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currently exists so what we've aimed to
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do is make it easier to find stuff that
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you're looking to do make it easier to
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see analytics and metrics on what you've
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done historically and really eliminate a
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lot of the unneeded things in order to
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make it more simple for your management
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team as well as your sales team
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especially now by making it simple and
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just really narrowing it down to those
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key aspects of both data and Reporting
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and then some email marketing and
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quoting stuff that we'll get into later
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what we've done is really simplify the
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function in order to actually encourage
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people to use this system on a
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day-to-day basis so that they can get
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right down to what they need and get
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back out into the field selling your
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products or your services so you can
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really make manage that efficiently
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inside of business Central so again like
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I mentioned we've done the relationship
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management piece this is going to be
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part two going into productivity so
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let's start with your role centers we're
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going to break this down into two
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sections we've got the agent and we've
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got the manager so right now I'm
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actually on the manager view the reason
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I can tell that is because I see both my
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tasks and my contacts as well as my
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team's tasks and my team's contact so
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being on that manager view not only are
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you going to be able to quickly drill
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down into your open tasks and see that
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list as well as the completed tasks and
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see that list you're also going to be
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able to see the open tasks of your team
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and the completed tasks of your team and
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you can set this on a time frame or a
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Time parameter so I have this set to
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what's been completed in the last 30
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days you can set this to 60 days 90 days
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however long you want and then again
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that's just going to show you what you
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currently have open and what's been
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completed again manager view yours your
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teams and then you can also drill down
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into the leads opportunities and
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customers that are assigned to you or
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the leads opportunities and customers
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that are assigned to someone else on
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your team again if you haven't seen part
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one of our series I'd highly recommend
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going into that relationship management
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video so you can see exactly how the
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leads flow through to the opportunities
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opportunities flow through to customers
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and how you can interact with that data
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through that full life cycle of your
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leads opportunities and contacts so
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that's a little bit about how you get
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into the tasks we'll get into the actual
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task creation and tracking here later in
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this video but really wanted to start
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with the visuals around our CRM
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dashboards and role centers so again in
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the manager role Center some other
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things I can see here I've got this task
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calendar from CRM I'm in this agenda
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view so this just shows me everything
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that I've got coming up in my task View
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and then I also have a quick sales
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pipeline here I can see what's in
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estimates what's in quotes what's in
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orders all that fun stuff in my funnel
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view here now what I'm going to do next
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is I'm actually going to switch to the
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agent View and just show you the
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differences there
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we'll hop over here to the agent B real
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quick and you're going to start to see
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some similar things it's just going to
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be narrowed down more to your specific
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needs rather than being able to see your
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needs plus anybody who's on the team
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right so if you're not managing a team
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and you're just uh kind of your own
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sales Center where you report up to
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somebody but nobody reports up to you
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you'd likely just use this agent view
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that's going to be loading here in a
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second
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all right perfect here we go
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okay so what you can see again is we
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have that agenda view we've got our
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tasks we've got our contacts but again
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this is narrowed down very specifically
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to just yourself so you see I still have
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13 tasks open 14 completed all of that
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fun stuff however I don't see data for
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anybody else now in addition to this
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what you can also do is up top here
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we've narrowed down these selections to
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just what typically A salesperson in
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this CRM is going to need right so we
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have some setup data some master data
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sales documents we've got your dashboard
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that you can go directly into leads
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opportunities customers all contacts
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estimates and marketing campaigns right
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so again just those very necessity
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things that you're going to be drilling
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into each and every day without a lot of
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that other noise now you can always go
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up to the search bar here and type in
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whatever you want and pin that to your
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role Center here however we've tried to
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narrow it down just to those things that
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a typical uh sales agent is going to
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typically need so in order to do this
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I'm actually going to jump back into my
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managerial view just because it gives us
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the option to do both individual as well
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as the team view so we'll jump back into
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that real quick
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and as this loads up we're gonna now
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evolve from the roll centers and start
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to look at some of the dashboards so
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again high level of the role centers is
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looking at your old Center agents
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managers being able to quickly navigate
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to the data you need quickly see your
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tasks quickly see the pipeline of flow
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you have quickly see the task calendar
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you have and then up top here you can
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see your task list your dashboards and
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then all those other things I've also as
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you can see here I've also pinned some
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of my own things that you can always go
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up to just through those
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personalizations so trying to simplify
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this as much as possible so you can get
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the most use out of it and be as
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efficient as it possible so let's jump
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into the dashboard next we've we're
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going to have two different dashboards
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so we're going to have my dashboard that
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you can see here that's going to be
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hyper focused on just my data now we're
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gonna have my teams dashboard the reason
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I want it to be in the managerial view
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is so that I can see both of those so
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first let's jump into my dashboard
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now what this is going to show is it's
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going to show everything related to just
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me so if I want to say how am I doing
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this month or this quarter or this year
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this is what I'm going to jump into so I
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can see quickly how much have I sold
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today how much have I sold this week
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this month what's my quota for the month
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uh how much have I sold this year what
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are all of my open opportunities I can
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go ahead and drill down directly into
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one of these opportunities if I want to
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see more data around this so this is one
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of those that I did in part one kind of
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just that basic you know name
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information if you start doing your
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timeline here your notes your checklist
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all that fun stuff you can drill
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directly into the opportunity from your
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dashboard you can sort this by estimated
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contract value highest to lowest close
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date the category the sales person which
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should just be you because you're on
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your dashboard when was the last time
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you interacted with this opportunity and
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what is the next next task date that you
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have assigned to this opportunity now as
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we start to scroll down here you can see
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more things related directly to just
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your agent profile here so you can see
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how much of those opportunities are to
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the different categories that you have
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tracking here so again most of it's in
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this big kind of pie of this pie chart
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and then we have a little bit in this
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little sliver your sales by item
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category or Resource Group so this is
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showing posted sales invoice lines per
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day by your item category so again what
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are your Trends by the different things
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you're selling
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down here we have quotas versus actuals
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for the last 12 months in your CRM so
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you can see my quota line started to
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kind of rise and it flattens out what
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were the actual sales amounts you had
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for those months here up and down again
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agent contact movement so again for Ben
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for my sales person how many new leads
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am I booking New Opportunities am I
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creating and new customers am I
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converting by date again just showing
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some Trends here how many open tasks do
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I have individually how many do I need
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to email how many do I need to call how
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many do I need to meet with what is my
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agent log activity by month so how many
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interactions am I having how many phone
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calls emails meetings things like that
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it's going to show you your Trends there
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how many posted sales invoices and what
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are the different values there you can
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sort by customer by amount all that fun
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stuff now we're going to get into some
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more analytical things by win loss so
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this can be really really crucial so you
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can see your conversion right here again
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this is just for me trending over the
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last 12 months we're coming out with
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this product this is Advanced CRM
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product in May so really most of my data
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is going to be here but if you had it
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historically you'd see that Trend over
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the last 12 months so here you can see
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I'm converting 46 of the opportunities
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that I'm quoting in this example so when
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we go into our managerial view you'll
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see everybody kind of stacked up against
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each other to see who's closing what
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then for the I'm closing 46 percent so
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for the rest the 54 that I'm not closing
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why am I losing those so it's going to
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say okay buy your lost reasons you can
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now see that okay three of them I lost
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because of budget one of them I lost
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because they went to fnsc or fno and
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then one of them I lost because they
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just wanted to stay on their old system
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and they decided that right now a
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business Central upgrade wasn't the
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right move for them right so you can now
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break that down into not only what's
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your conversion rate but why are you
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losing the things that you're losing
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if I come down to sales here then these
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are going to be the top sales for my
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sales person and then the individual
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pipeline for my sales person so again a
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lot of in-depth views here but a really
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quick analysis and really quick quick
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way to look at the data which again is
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trying to accomplish our goal of making
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this as simple as possible for the sales
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user and the sales team to go into and
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just quickly analyze what they're doing
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and kind of how they're trending so
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that's it for the CRM agent dashboard up
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top here next I'm going to go into my
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team dashboard which this is going to
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help me not only analyze the data but
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help better manage my team so that we
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can see who's doing what and help the
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team kind of grow together right so
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we're going to have a lot of tabs up top
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here and if I start to look through hit
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this what the first one is going to be
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is the sales person overview so these
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are all the sales people in my system I
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can quickly see what's everybody's quota
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this month what's everybody's actual
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sales this month what's their
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year-to-date quota and what are their
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year-to-date sales so we just looked at
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mine so let's look here at Grants now
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what I can do if I drill into this is
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this will actually show me specifically
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for Grant what his dashboard would look
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like so I'm not Grant but I can see
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exactly what I just saw for myself now
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for anybody that's on my team so how
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much was sold today this week this month
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the month's quota and the year what are
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all Grants open opportunities what are
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the open opportunities for Grant by
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category you can see this looks like a
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little bit different than mine mine was
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mostly kind of one-sided where he's got
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a bigger variety
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again same things posted sales invoice
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per day by item categories the movement
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the open tasks the agent logs what's
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been posted what's his conversion rate
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so his conversion rate is 46 is I guess
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that was the same as mine but he's got
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different loss reasons so he's only lost
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one to fno one to staying and none to
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budget concerns right who are his top
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customers and what is his sales order
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flow so again I can drill down into
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anybody on my team and at a high level I
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can also see how my team is doing
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holistically I can see all the
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opportunities for my team and then I can
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see the opportunities by category
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um both for the overall categories and
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then the opportunities by the different
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sales people here that we've got so
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that's the summary tab that we're
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looking at
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the next one for my team is going to be
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quoting so everything that I'm quoting
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that my team or I are quoting it again
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you can set up who's on your team
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I've got myself included so we can see
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everything but you could exclude
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yourself if you wanted to so this is
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going to show
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how many open quotes do we currently
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have on the team how many quotes are
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expiring
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quotes by sales person so again who and
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this is by dollar amount so you can see
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okay I'm quoting you know five thousand
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Grant's got 22.50 and quote and Joe's
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got 2215 quote as well so you can
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quickly see
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based on the open quote who's assigned
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to what uh what are people quoting so in
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this case I've got all professional
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service in this case quoting by customer
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so you can see who is being quoted and
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then you can see this is quoting by
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employee but this is really just using a
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global Dimension one of mine is employee
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so this is just if the quote were to
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close who would work on the work right
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so I've got some for myself some for
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Carly some for Grant some for Riley
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right so just a different way to kind of
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analyze the data so if I am to close all
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these things from a capacity standpoint
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now who's actually going to be working
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on that data when we take the next step
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right so that's quoting bookings this is
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going to be based on what we've actually
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sold or converted right so I'm actually
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at the bottom of the page but again
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we're going to see quickly what our loss
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reasons are we're going to see our
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conversion rate by person our booking
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logged in total and then we've also got
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some bookings by sales person by item
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category by global Dimension One and
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Global Dimension two right so as we
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start to look at this in this starts to
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grow we can see actually what's being
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converted from those quotes to those
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bookings now in addition to that we'll
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keep moving over left to right we've got
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activities right so we can see tasks by
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user per day open tasks by user logs per
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user emails per user meetings and phone
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calls so this is a way to track the
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actual interactions and activities that
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sales people on your team are having and
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then you know you can quickly compare
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this to okay are the users that are
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having more interactions and logging
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more meetings are they having more sales
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than the people who aren't right so you
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can start to use this quantitative data
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to really analyze it from an analytical
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standpoint into that those qualitative
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aspects as to you know who's doing what
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and why really starting to look at the
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why behind the data and comparing some
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of these tabs right the last two we're
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going to have is our sales by date and
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our sales by sales person so this just
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quickly shows holistically for the team
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how much has the team sold today this
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week this month this year what are my
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sales Trends by date what are my sales
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Trends by year so again you also will
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see some of this in our sales dashboard
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if you've seen that tool before but
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similar kind of uh view here that we're
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seeing and then your monthly sales for
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this year right so we're in May so maze
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obviously just getting started but you
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can see again those Trends over the year
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and this last one is going to be the
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manager dashboard for your sales people
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so what is your conversion rate by sales
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person what are your top sales on this
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team sales per date by sales person your
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top sales person sales right and you can
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drill down into most of this data as
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well one of the things I didn't talk
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about is the different date toggles but
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you can see here if you wanted to just
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look at the sales data for last month
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quarter to date last three months year
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to date all that fun stuff
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choose the buttons at the top you can
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also go into the settings and create
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your own custom your custom date range
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which you can totally do as well but
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really by looking at the summary quoting
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bookings all this by the different date
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ranges you start to get a very intimate
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look at your data both from a agent
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standpoint and from a managerial
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standpoint so you can see not only
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tracking yourself but also tracking the
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team of people you manage in order to
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simplify things and also make them as
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successful as possible as they move
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forward so that's a little bit about
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agent manager role centers and
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dashboards the last thing I want to show
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because we looked at a lot of it here is
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the task creation and tracking so the
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last thing that would help add to the
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sales person productivity is being able
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to quickly and easily log tasks and
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create tasks and track those tasks that
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we saw in the dashboard here so let's
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say I'm on
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lead
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go to lead contacts up here
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what I can do I'm going to go to that
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test
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when I'm in here I can actually start to
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create tasks right so here I've got a
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scheduled task now I can come up here
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and say follow up with Test Company
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I can give it a task category
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just say it's a follow-up in this case
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what do I want to do so we saw before we
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had emails we had phone calls we had
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meetings all that kind of stuff so I'm
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just going to say I want to call them
00:17:09
what's the task priority and when does
00:17:11
the task need to happen I'm going to say
00:17:12
okay well today I called him for the
00:17:14
first time maybe so maybe on 510 as when
00:17:17
I'm going to follow up with them
00:17:20
and I can just go ahead and click close
00:17:25
and now if I come back out here
00:17:27
I have 14 open tasks before you saw that
00:17:29
I only had 13 so let's go into this new
00:17:32
task Test Company four so that's going
00:17:35
to be my full list again this is the
00:17:36
full list of everything that I have to
00:17:38
do by task category whether it's email
00:17:39
follow-up what the status is who I need
00:17:42
to follow up with all of that fun stuff
00:17:43
right so if I come back down here follow
00:17:46
up with Test Company maybe I've
00:17:47
completed it early I can go complete
00:17:50
right are you sure you want to complete
00:17:51
this task I can click yes
00:17:53
now you can see it disappears off of my
00:17:55
list and if I go back to my dashboard
00:17:58
I've got 13 open and I've got 15
00:18:00
completed right so it's a very easy way
00:18:03
to manage the tasks that you have in the
00:18:06
system and also create new tasks that
00:18:08
will be on your agenda so that you can
00:18:10
always stay up to date with what you've
00:18:11
got on your plate so let's look one more
00:18:14
time here
00:18:15
I'm going to go into the test company
00:18:16
one of the things I didn't do before all
00:18:18
I did before was complete it what I
00:18:19
could also do is say as I'm completing
00:18:22
this task also create a follow-up test
00:18:24
so this is an email maybe I'm going to
00:18:25
email them today and I want the
00:18:26
follow-up to be a phone call on
00:18:29
um let's see this one says 512 so let's
00:18:32
say
00:18:33
five
00:18:35
fifteen
00:18:37
we want to follow up
00:18:39
follow up via phone call
00:18:43
with contact one and you can also add
00:18:46
the notes like we saw in the first
00:18:47
session that we did
00:18:49
and I'm gonna go complete
00:18:52
and I'm going to click yes and now what
00:18:55
you'll notice is that I've got 16
00:18:56
completed because it just completed that
00:18:58
task but in my open tasks if I come in
00:19:00
here
00:19:02
on the 15th follow-up via phone contact
00:19:05
one so as you're completing tasks that
00:19:09
number of open tasks that may not change
00:19:10
in this instance if you're always
00:19:12
creating follow-ups but this makes it
00:19:13
really easy to show hey I've completed
00:19:15
one task and now I'm going to do another
00:19:17
not only is that going to help clear out
00:19:20
some of your your tasks and move them
00:19:21
into completed but it's also really
00:19:23
going to help your manager see how much
00:19:26
you've actually been doing right so by
00:19:28
completing tasks creating follow-up
00:19:29
tasks it's going to log those as
00:19:31
completed and it's going to show new
00:19:32
tasks upcoming so that really helps show
00:19:35
what you're working on from a day-to-day
00:19:36
basis so in terms of productivity in our
00:19:40
CRM tool again our goals are to simplify
00:19:43
the CRM that currently exists in
00:19:45
business Central and really enhance what
00:19:47
exists today in order not only to give
00:19:49
you some of that relationship management
00:19:51
features and functions that we talked
00:19:53
about in section one but also go into
00:19:55
section two that we've just talked about
00:19:57
for the last 20 minutes for our
00:19:59
salesperson productivity right so after
00:20:01
you're actually doing your activity
00:20:02
these and making sure those leads are
00:20:04
getting in now being able to report from
00:20:06
our CRM agent dashboard and our manager
00:20:08
dashboard being able to really easily
00:20:11
look at that data on our home page from
00:20:13
our agent and our manager role Center
00:20:14
and then also being able to easily task
00:20:17
create tasks and track those tasks
00:20:21
through to completion with full notes on
00:20:24
those tasks and make it very very easy
00:20:25
to start tasks complete tasks and have
00:20:29
all those tasks flow through to those
00:20:31
dashboards so that you yourself can see
00:20:32
how you're doing and then you can also
00:20:34
see for the larger team how your team's
00:20:37
doing and be able to quickly track all
00:20:38
that data so appreciate everybody
00:20:40
listening today to our salesperson
00:20:42
productivity section of advanced CRM
00:20:44
you've also likely seen the relationship
00:20:46
management portions of this but please
00:20:48
do tune in and check out our other
00:20:50
videos our other videos are going to be
00:20:52
around more emailing and marketing
00:20:54
automation type functions as well as
00:20:57
enhanced quoting order creation which we
00:20:59
saw some of the metrics and statistics
00:21:01
on today but really getting into how to
00:21:04
create those in the system and how to
00:21:06
manage those on an ongoing basis so look
00:21:09
forward to seeing everyone again and
00:21:10
hope everyone got a lot of good content
00:21:12
out of today's Advanced CRM section talk
00:21:14
to everybody soon thanks
