CRM
- Customer Service
- Oleg Padalko (Unlicensed)
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Sales plans (hereinafter referred to as PP) allow you to distribute leads among employees automatically for subsequent processing. Also, move leads by status, see how many are in what status and not lose a single lead. PP are located in the CRM section where you can configure all the necessary functions for the successful and productive work of the sales department.
Below is a detailed description of how to configure the PP.
Description of SP
CRM section, this section contains software;
Button to display a list of sales plans;
Name of the selected software;
Adding a new deal;
Buttons “List”, “Board”, “Change”: 5.1 List - allows you to view leads in the list; 5.2 Board - default view of PP, with automatic viewing of PP statuses; 5.3 Edit - in this section the structure of PP statuses (stages) is configured;
Filter by specific status;
Filter by manager in PP;
Search panel you can search by transactions, by name, email, phone number;
Number of transactions and amount;
Sorting leads by parameters;
Filtration panel.
Creation of SP
In this section you can add a new PP; for this you need to click on the “+ Create” button.
Then you need to configure the following parameters:
SP name;
Average bill amount;
The shortcut in chats is no more than 12 characters;
Distribution type;
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Adding managers to the software.
Setting up SP
After creating the SP, you need to configure the newly created SP. As an example, a SP with the name “New SP” will be used; Let's consider the type of distribution of SP, there are two types of distribution.1. Manual - for this mode, it is necessary to manually add leads to managers; to do this, you need to go to the “Audience” section, select “mass actions” and add leads, see the link for more details.
2. Uniform - a mode in which users will be added automatically. In this mode, there are different variations of adding leads to the SP. You can select the following modes:
2.1a Attach transactions to random users;
2.1b Attach transactions to related users;
2.2a Attach transactions evenly between users;
2.2b Attach transactions to users with the least number of transactions;
In this example, the distribution type is uniform with submodes:
2.1b Attach transactions to related users;
2.2b Attach transactions to users with the least number of transactions;
This means that leads will be divided into managers with whom they have already been in contact, and new leads will be added to new managers in the SP.
For the “Even” mode to work, you need to add action blocks in the sales tunnel that will add leads to the SP.
The lead distribution mode can be changed at any time by opening the SP and saving the changes, as well as adding or removing a manager from the SP.
Statuses in SP
Afterwards, you can configure statuses in SP; to do this, you need to go to the status change mode
In this mode, you can edit statuses in the software, or add or delete. Also swap and change the color of the columns.
Reasons for refusal. When setting up a funnel with a list of statuses, the final status of a lost deal has a “Reasons for refusal” checkbox. If this checkbox is enabled, the user has the opportunity to specify a list of reasons. When a manager transfers a deal to failed status, he will have to choose one of the reasons for failure
Editing sales plan settings
Robot with SP
To start working with PP, you need to add leads to PP, there are two ways to add them through the “Audience” section, then in the “Mass Actions” section we add a filtered audience
You can also add leads through the sales tunnel. To do this, you need to select the sales tunnel, add an action block, select the “Add to sales plan” action and save the changes,
Please note that the action block must have connections as in the screenshot
After adding leads to the PP, you can begin to implement this plan.
There are 2 modes of working with SP: “Board” and “List” modes.
Canban
To change the status of a lead, you need to “drag” the card to a different status.
In this mode, filtering automatically occurs by 2 SP statuses; it is also possible to scroll to the right by status and down by clients, you can add deal 3 to any stage of the SP, also 4 filter by status, change 5 viewing modes, filter by manager 6 in SP , search panel 7 allows you to search by transaction, by name, email, phone number; also view 8 the number of transactions and the total amount in SP, 9 a filter panel is available, 10 filter by date.
List
To select the list mode, you need to click on button 1, this mode displays only the list of leads, to change the status of the lead, you need to change “Status” to another in section 2.
Assigning leads to a manager and transferring leads between managers
How to cancel closed transactions in CRM:
Users with the “Can edit all trades” and “Can edit bulk trades” access rights can cancel closed trades after they have been moved to the “closed - successful” or “closed - failed” status.
This will allow you (or your sales manager):
cancel the actions of the sales manager (in case of a change in the status of work with a client or a manager’s error);
more accurately track deals in statuses that were missed by managers when moving to “closed”, which is important for reporting and analysis of the sales funnel.
In addition, information about who canceled the transaction and when will be recorded in the action log. A new action “Cancel deal” has appeared in the deal card.
When you click on the “Cancel deal” button and confirm the cancellation of the deal, the deal will return to intermediate status.
If a deal was withdrawn from the "closed - failed" status, it will return to the status from which it was sent to "closed".
If a deal was withdrawn from the "closed - successful" status, it will return to the previous intermediate status configured in your CRM.
This allows you to better control manipulations with the cancellation of closed transactions and prevents non-compliance with clear rules for closing transactions on the part of managers, which can distort statistics on closed transactions.
Report “For reasons of refusal”
The report collects data on closed unsuccessful transactions and sales statistics. It allows you to quickly identify both the most common reasons for customer refusal and generate general statistics of objections.
To generate a report, you need to go to the Analytics section, go to the Reports tab, then click + Add a new report and select the report type By reason of refusal.
When creating a report, you can set grouping both by sales plans and by sales managers (with or without clarifications).
Grouping data by sales plans will allow you to evaluate and compare the results of different sales plans. If different plans are used for different products, then the data will also indicate which product should be additionally packaged or the approach to selling it should be adjusted.
Grouping data by manager will allow you to evaluate and compare the performance of different employees. This will help identify the TOP sellers with the least number of refusals, and will also help improve the sales script for handling customer objections (especially if the same reason for refusal appears for most managers).
When creating a report, you can set grouping both by sales plans and by sales managers (with or without clarifications).
You can specify a specific period for the report or not specify it at all. In this case, the report will include data for the entire time.
The data displayed in the report has a convenient presentation indicating the number of successful and failed transactions, their percentage, a separate breakdown by reasons for failure, and is also displayed in an interactive chart for greater clarity and additional functionality.
It is also convenient that in one click you can go from the report directly to the selected failed transactions for analysis.