three simple workflow rules that will make your sale team love sugarcrm

Three Simple Workflow Rules That Will Make Your Sales Team Love SugarCRM!

About Intricity, LLC• Headquartered in New York City• 9 locations across the USA and Canada• Gold SugarCRM partner• Gold SAP BusinessObjects Partner• IBM Information Management Partner• Intricity is the only Gold SugarCRM

provider also partnering with all leading BI and data integration technology vendors.

Top Threats to CRM Success

• the most significant threats are: – slow user adoption (49%); – inadequate attention paid to change

management and training (36%); – difficulties in aligning the organizational

culture with new ways of working (15%)

According to a Forrester survey of 133 organizations using one of 24 leading CRM solutions in 2009

#1 Risk to CRM Success

• User Adoption – According Forrester, 2009

Why People Don’t Like Using CRM

• Orwellian Approach to CRM: Big Brother is watching

Why People Don’t Like Using CRM

• Results (call performance, close ratios, etc) may be used to condemn rather than empower the user

“…anything you say can and will be used against you”

Feels like “Red Tape”

• “More data entry than before”

• Resistant to change

• Tool feels “slow”• Lacking value

What’s In It For Me?

Value Risk/Effort

CRM Delivers Value To It’s Users By

Empowering Users with meaningful Insight About Their Business and Clients

Automating Business Processes That Strengthen Customer Relationships and Result in Increased Sales

People Like Automation Because It Makes Their Jobs

Easier

Ok So What Should We/Can We Automate?

• Engage with your CRM users• Document with some use cases/business

scenarios– Client on-boarding– Lead Follow up– Sales Pipeline review– Client upselling/Deepening Existing Client

Relationships– Marketing

What do I need to know to create a workflow rule?

Understand modules and how they relate to one another

• Studio• Report Wizard• Or just browsing the

modules from the navigation bar

Opportunity Relationship Table

Primary Module Type Related Module

Campaigns One to Many Opportunities

Opportunities One to Many Calls

Opportunities One to Many Meetings

Opportunities One to Many Tasks

Opportunities One to Many Notes

Opportunities One to Many Leads

Campaigns One to Many Opportunities

Accounts Many to Many Opportunities

Opportunities Many to Many Contacts

Projects Many to Many Opportunities

Quotes Many to Many Opportunities

Contracts Many to Many Opportunities

Documents Many to Many Opportunities

Opportunities Many to Many Products

Basic Workflow Components• Target Module (Opportunity, Account,

Lead, etc)• Trigger ( elapsed time, updated field)• Conditions (all new opportunities over

>$50K)• Action (create a task/schedule a call)• Alert (Send an email to the sales

manager)

Sample Workflow TemplateTrigger Condition Action Owner Alert Alert Recipient

New Contact is Created

All new Contacts

1. Schedule Call – 2 days from triggered date

2. Create Task for Manager to send thank you note – Due same day

Manager confirmation of meeting details to Admin (populate an email automatically to Joanne from when the meeting is set up)

Admin

Time - Contact Created + 1 day

All new contacts

1. Create Task for Admin to review client file for missing documents – Due same day

2. Create Task for Admin to send meeting confirmation letter

Admin

Workflow #1- Email new leads when voicemail is left

Objective: To Reduce Unnecessary clicks, and automate email follow up when calling leads.

Workflow #2 Automate the Creation of Sales Stage

Related Tasks

Objectives: • To ensure that the sales process is

followed• Ensures that information in CRM is

kept up to date• Reduces clicks

Workflow #3Alert necessary people when opportunities

are near to closing

Objectives: • To ensure that other internal resources

are not surprised by new contracts• Ensure that sales leadership can assist

with close strategy and increase probability of a win

Bonus Workflow #4Automated Drip Marketing

Objectives: • To ensure that prospects receive

appropriate communication based on frequency of interaction

•

Summary• Listen to your CRM users• Document repeated steps, pay close

attention to repeated CRM Data Entry, Clicks, and Communication (email)

• Get familiar with where/how relevant information is stored in Sugar

• Look for Triggers, Conditions, Actions and Recipients

Adrian Boerstra

aboerstra@intricity.comWebsite: Intricity

Phone: 212-461-1100 x5653