Introduction
This article shows how to set up your CRM2. It will be helpful for the Club Owners and System Administrators and will enable their everyday work with the CRM2 system.
Before you start
You need to know that some configurations can be done only by the Perfect Gym Support Team.
What PG team can do for you?
- Turn on the CRM module, if you have the CRM subscription.
- Help you with data migration.
- Help you to create picklist values in certain fields e.g. call subtypes.
- Select lead creation flow e.g. what should be the next steps for a sales consultant after a lead is created.
- Disable opportunities. Opportunities are potential transactions e.g. PT deals that you create to track your sales pipeline.
- Enable sales outcomes on events (meetings and calls) when no opportunity is attached (generally, the system requires opportunities to mark an event as a sale).
Feature Description
CRM2 Permissions
The CRM2 permissions can be configured in the System permissions section. Each of the permissions refers to privacy e.g. a user can view all leads in a club but can edit only the ones owned by him/her.
SMS and email settings
You can send SMS and emails to your clients from CRM.
In order to enable this feature, two automation rules need to be created.
The most important components of these rules are:
- Event = Ad hoc notification
- Token: [Preferred_Channel] Equals Email/Sms
- Notification Recipients: Leads, Users
In order to configure this feature go to the Automation Center tab and add a new rule.
Lead creation - unique identifier
You can select unique identifiers. A unique identifier is an e-mail or phone number that is checked at the lead's creation stage (incl. import). Owing to that, the system knows if a lead is new or it already exists. For example, if you selected a phone number as a UI when you create or import a lead that has the same phone number as another lead in CRM, the lead won't be created. Instead of that, the existing lead will be updated (when importing) or you will get a message with information that a duplicate exists. The same works for emails. You can also set Email & Phone so that the system will check both at the import.
In order to configure this feature go to Setting -> System Settings -> CRM2 -> Custom Validation Setting
Lead Process
You can create and configure statuses of your lead/marketing process e.g. you can define stages in the following way New>Contacted>Meeting>Thinking>Converted. You can add statuses via dictionaries and order them via Lead status setting (the first ("New") and the last stage ("Converted"*/"Rejected") are preset and cannot be changed).
Important: The status order shapes the funnel and its stages.
*Converted - means a conversion from a lead to a guest or a member. Conversion to a member is effectively a sale. Conversion to a guest might be a sale (when a product or a bundle of products/entries was sold) or not (when a guest has just a trial training).
Opportunities Process
Opportunities are potential deals. For instance, you can create opportunities to up-sell personal training to the existing members.
An opportunity, similarly to a lead, follows a certain process. For example, when you want to sell a PT bundle, create an opportunity, assign it to a trainer or receptionist, and set the status to "New". Then, a trainer makes a call and changes the status to "Trial Scheduled". After the trial, he/she changes the status to "Thinking" and then to a "Sale" or "Rejection".
This process can be freely adjusted to the needs of your club. The only preset values are "New" and "Sale"/"Rejection".
Important: Opportunity statuses shape the Opportunities funnel.
Statuses and their order can be configured in the CRM2 configuration:
Fields required
You can configure which fields should be required when you create e.g. leads, opportunities, or events. Some of the fields cannot be configured because they need to be populated by design e.g. time and date field in events.
Fields can be configured in dictionaries.
Calendar items colors
Calendar items colors can be set in the event subtypes. Event subtypes are subtypes of Calls and Meetings. For example, you can configure different colors for Trial Training (Meeting), Sales Meetings, Confirmation calls, etc.
In order to configure it go to > Configuration > Dictionaries > Meeting Subtype / Call Subtype > Edit item
Dropdown fields
Dropdown fields can be populated by data seeding (this can be done only by the Perfect Gym Support Team).
However, you can populate or edit them manually. Consider the following fields. Usage of these fields is explained in other "How to" articles applicable to a certain module. For example, if you want to know what the campaign field on Leads does, please go to the Leads Module - How to use the article.
Dropdown fields:
- Inquired via
- Campaign
- Phone subtypes
- Meeting subtypes
- Lead status
- CRM rating
- Priority
- Opportunity rejection reason
- Lead rejection reason
- Opportunity status (Can be found under the Opportunity Statuses section)
To configure them go to the PGM -> Configuration -> Dictionaries
Important: Please remember, that the Perfect Gym Support Team needs to initialize the data for you first.
Confirmation call default time
When a CRM user schedules a meeting, he/she has an option to schedule a confirmation call prior to this meeting. The system will suggest how many hours before the meeting the confirmation call should be done. That "suggestion" comes from the configuration. You can configure a number however you like e.g.12 hours, 24 hours, etc.