After Call Work - Onboarding Call 3 Appointment and Sale

Articles/Resources:

• Working with Products and Quote Templates
• Create Lenders & Loan Options
• Working with Sales Appointment Activities
• Creating a Quote and using Quote Templates
• Adding Loan records to Quotes and Sales
• Rescheduling and Resulting Sales Appointments

Click on the Resource link at the bottom of each section to open up a separate help article with a guided video walkthrough and text walkthrough with screenshots, or refer to above list.

If you are having a Data Conversion, please DO NOT deactivate any picklist values or add new picklist values (aside from test values ex. ‘Test Doors,’ ‘Test Territory’) during Phase 1.

1. Updating Your Products

Products are used to store information about items that you sell and their details. The Product record helps you to keep track of your cost, unit of measure, how much you sell it for, etc.

Use Case: Products are a required component on our Quote Items and Sale Items. Your Products can be as general or specific as you need. Some customers will use simple Products for each Product Category (ex. Product Name = Gutters, Product Category = Gutters). Other customers require more specific records of what they are selling (ex. Product Name = White Ceramic Tile, Product Category = Flooring)

• Follow Along:
  • Select the Navigation Items dropdown > Select Products > select the List View dropdown and select All list view
  • Review the existing Product options in your org, if a Product does not apply to your business, select the Product’s name > select Edit on the Product record > uncheck the Active checkbox > Click Save
  • To add new Products, select New > enter the information specified below:
    • Product Name: give it an appropriate name
    • Note: we recommend using a naming convention that will help your team easily distinguish each Product. Many customers choose to add color and style information to the name. (ex: White Ceramic Tile, Brand Casement Window Size)
    • Product Category: select the general category this Product fits into
    • List Price: how much do you sell the Product for?
    • Active: check this checkbox
      • Note: if this checkbox is checked, the Product is active and available for selection

Resource: Working with Products and Quote Templates

2. Creating Quote Templates

Quote Templates are an easy way to store pre-defined Products that can be quoted when estimating a specific type of work. Quote Templates can be used by your Sales Reps when creating Quotes for your customers to help save them time and prevent forgetting to add Quote Items.

• Follow Along Step 1:
  • Select the Navigation Items dropdown > Select Quote Templates > Select the List View dropdown All
  • Review the existing Quote Templates in your org, if a Quote Template does not apply to your business, select the Quote Template’s name > select Edit on the Quote Template record > uncheck the Active checkbox > Click Save
  • To add new Quote Templates, select New > enter the information specified below:
    • Quote Template Name: give it an appropriate name
      • Note: we recommend using a naming convention that will help your team easily distinguish each Quote Template. Many customers choose helpful Product and job type information to the name. (ex: Full Bathroom Remodel, Bathroom Remodel – No Vanity)
    • Product Category: make the appropriate selection
    • Active: checkbox should be checked
      • Note: If the Active checkbox is checked, this Quote Template will be available for selection
• Follow Along Step 2:
  • On the Quote Template you just created select Create Quote Template Item > make selections below:
    • Product: select Product you will be adding to template
    • Quantity: how many units of this Product are needed for the Quote
    • Taxable: check this checkbox if you need to collect tax on this Product
• Follow Along Step 3: Click Save or Save & New if you need to add multiple Quote Items to the template. Repeat this process for each Quote Template Item.
  • Note: After adding your Quote Template Items, select “Quote Template Items” related list on your Quote Template record to view all the items you added.

Resource: Working with Products and Quote Templates

3. Creating Lenders and Vendors

A Vendor record type of an Account is used to store your business-to-business relationships. Common examples of this include storing information about your material suppliers or financial lenders.

• Follow Along Step 1:
  • Select the Navigation Items dropdown > select Accounts > Click New > select Vendor record type > Click Next > In the Primary Contact field select + New Contact > fill in Contact Information (using “Test Lender” for Contact Name), Phone, and Communication Preferences > Click Save > you are then redirected to the new Account page, enter the information specified below:
    • Account Name: Test Lender
    • Type: Lender
      • Note: On this Account record type, there is a “Type” field, you will want to select the appropriate Type for the Lendor/Vendor you are creating so you are able to find this Account in a list view.
    • Enter in any other additional details
  • A Vendor Account can have Loan Options. Loan Options allow you to store information related to each loan your Lenders offer so you can select them directly from the Quote or Sale.
• Follow Along Step 2:
  • After creating your Lender Account, select Related in the related list options > scroll down to the Loan Options section and select New > fill in the information specified below and make the appropriate selections on the remaining fields:
    • Loan Option Name: Test Loan
    • Active: this checkbox should be checked
      • Note: If the Active checkbox is checked, this Loan Option will be available for selection. If you no longer want a Loan Option available for selection, uncheck the Active checkbox instead of deleting the record.

Resource: Create Lenders & Loan Options 

4. Sending Emails with Activities

Communication with your customers is an important part of the lifecycle you share with your leads. Improveit360 has tools to help you succeed and standardize your communication in a way that best represents your business. Throughout the system, you will notice the related list option “Activities,” which will help you send and keep track of your communications with customers.

• Follow Along Step 1:
• Navigate to a Sales Appointment in your system > in the related list options on the Sales Appointment, select the Activities option > select the dropdown arrow next to Email > select Contact’s email address > choose the appropriate option explained below, then send your email:
  • Adding a Template – At the bottom of the Email window, hover over the four buttons to find Insert, create, or update template, select the template you would like to use.
    • Note: This will allow you to send an email manually using a template in your system. Email templates may have merge fields that look like this: ({{{i360core__Sales_Appointment__c.i360core__Appointment_Date_Time__c}}}). A merge field will pull a specific field’s information into your email. Any time you use merge fields, you will want to select the “Eye” icon that is right next to the “Insert, create, or update template” button. This allows you to preview the email before sending it.
  • Manual Ad Hoc Email – Type out your email as normal, be sure to include a subject.
• Follow Along Step 2:
  • After sending your email under the Activities related list, find the email you just sent. Navigate to the Account related to this Sales Appointment > On the right-hand side of the screen in the Account Timeline section, click on the Message Bubble Icon > This will allow you to see the email you just sent in the Account Timeline

Resource: Working with Sales Appointment Activities

5. Creating Tasks with Activities

Tasks allow you to create reminders directly in Improveit360 for yourself and others to keep your company on track. Tasks given a Due Date will ensure proper visibility once they are due. Tasks are also trackable and reportable within your system to help with accountability.

• Follow Along Step 1:
• Navigate to a Sales Appointment in your system > Select the Activities related list option > click the New Task button > fill in the information specified below and click Save:
  • Subject: Test Task – Call Customer
    • Note: in this field, there are four predefined options, plus you can type in your own subject
  • Due Date: select today’s date
  • Name: make the appropriate selection or leave blank
    • Note: if you need to call a specific Contact related to the Sales Appointment, you will select it here
  • Related To: this field will auto-populate to the record you are on
  • Assigned To: Keep this task assigned to yourself
    • Note: You can assign Tasks to different User’s in your system if there is something you need to remind them to complete
  • Status: Not Started
    • Note: Selecting the Status of “Completed” will complete this Task and it will no longer appear in your To Do List
• Follow Along Step 2:
• After creating your Task, you will now see it in the Activities related list under Upcoming & Overdue. In the bottom right-hand corner of your screen, click To Do List > Locate and select the test Task you created > Mark the Task as Complete using the Mark Complete button on the right-hand side of the screen > Reopen your To Do List and notice the test Task has been removed
  • Note: From the Task’s page you can also create Follow-Up Tasks if you need to complete additional items

Resource: Working with Sales Appointment Activities

6. Logging Calls with Activities

Logging Calls in Improveit360 allows you to keep track of any phone calls you have with your customer. Keep track of important notes about your calls and use it as a record to keep your company on the same page. Your company may find Logging Calls to be useful to track each time a customer calls in asking questions about their Sales Appointment or for tracking services requests related to an installation.

• Follow Along Step 1:
  • Navigate to a Sales Appointment > select the related list option Activities > select the Log a Call button > fill in the information specified below and click Save:
    • Subject: type in appropriate subject
      • Note: this field automatically has the Subject of “Call,” you may want to add additional details to the Subject so your team can easily find the information they need (ex. Call – Reschedule 9/27/23 Appointment, Call – Window Service Request)
    • Comments: enter important notes about the call
    • Name: select the Contact you spoke with
    • Related To: this will automatically be related to the Sales Appointment you are on
• Follow Along Step 2:
  • After logging your call, you will now see it in the Activities related list under This Month. Navigate to the Account related to this Sales Appointment > In the Account Timeline select the Speech Bubble icon to display communications > locate the call you logged

Resource: Working with Sales Appointment Activities

 7. Using Quotes on Sales Appointments

Quotes let you store Quote and Estimate information that can be related to the Sales Appointment or Account. Quotes can be manually created with Quote Items, by selecting a pre-built Quote Template, or a combination of both.

• Follow Along Step 1:
  • Navigate to a Sales Appointment > in the right-hand corner select “New Quote” > you will be redirected to the Quote you create > in the right-hand corner select “Add Quote Template” > select the Quote Template you created in a previous exercise > click “Save” > Select the “Quote Items” related list > Review the Quote Items you added with the Quote Template
  • Sometimes the Quote Template may not have every item we need. We may need to create individual Quote Items to add on to the Quote Template we selected for this customer.
• Follow Along Step 2:
  • On the Quote you created, select “Create Quote Item” in the right-hand corner of the screen > filter by selecting a Product Category or by searching for a Product > Select a Product to add and adjust the Unit Price, Quantity, and Taxable if needed > click “Save” > Select the “Quote Items” related list > review the Quote Items you added
• Follow Along Step 3:
  • On the Quote you created, select the “down arrow” icon in the upper right-hand corner of the screen > select “Edit” > fill in the information specified below:
    • Status: Proposed
      • Note: When we Result Sales Appointments, the Quote must be in the “Proposed” status to be selected and converted to a Sale
    • Valid Until: select a date next week
      • Note: Valid Until date must be greater than or equal to today’s date (the date must be today or in the future) or blank to be selected when Resulting Sales Appointments and converted to a Sale
• Follow Along Step 4:
  • Navigate back to the related Sales Appointment > in the related records section on the right-hand side of the screen, you will see the Quote you created

Resource: Creating a Quote and using Quote Templates

8. Adding a Loan to the Quote

Loans can be added to the Quote to store specific Loan details for each customer’s Quote. This way, when the Sales Appointment is Resulted as sold, the Sale will be associated with the Loan.

• Follow Along Step 1:
  • From the Quote you created in the previous exercise, in the right-hand section of the screen select the down arrow in the Loans section > select New > fill in the information specified below:
    • Borrower: select the Account related to the Quote and Sales Appointment you are working on
    • Lender: select a Lender Account you created in a previous exercise
      • Note: If you are not able to find the Vendor Account you created in a previous exercise, check to make sure the Vendor Account has the Type of “Lender.” If they do not have the Lender as the Type, they will not be available for selection here.
    • Loan Option: make the appropriate selection
  • Fill in any additional information you will track related to this Loan
• Follow Along Step 2:
  • In the Details section of the Loan you created select the link in the Quote field > on the right-hand related records section, you should be able to see the Loan you just created

Resource: Adding Loan records to Quotes and Sales

9. Resulting Sales Appointments as Sold

After Selling your Sales Appointment, it is important to Result it appropriately to create the Sale and Project record so you can track the next steps.

• Follow Along Step 1:
  • Navigate to the Sales Appointment that you added your Quote and Loan to > on the right-hand side of the screen select the Result button > make the following selections:
  • Sales Appointment Status: Ran
  • Sales Appointment Status Detail: Sold
  • Result: Sold
• Follow Along Step 2:
  • Select Save & Next > in the Quotes section select the applicable Quotes > click Create Sale > click Finish

Resource: Rescheduling and Resulting Sales Appointments

10. Rescheduling Sales Appointments

If the Sales Appointment needs to be rescheduled for the same day at a different time, it may be acceptable for your business to edit the time of the Sales Appointment.

• Follow Along 1:
  • Create a new Sales Appointment that has not been Resulted > select the Schedule button on the right-hand side of the screen > Adjust your Sales Appointment Time > click Save
  • If a customer needs to reschedule their Sales Appointment for a different date, we recommend that you Result the Sales Appointment as Canceled and create a new Sales Appointment. This will help your company to accurately report on your Sales Appointments and the quality of the leads you receive from your Lead Providers.
• Follow Along 2 Step 1:
  • Navigate to the Sales Appointment created in the previous exercise > select the Result button on the right-hand side of the screen > make the following selections:
    • Sales Appointment Status: Not Ran
    • Sales Appointment Status Detail: Canceled
    • Result: Not Sold
    • Result Detail: Reset
• Follow Along 2 Step 2:
• Select Save & Next > select the Choose an Action picklist > select the option Schedule an Appointment > click Save & Next > confirm the address and click Next > choose appropriate Type and click Next > schedule your Sales Appointment like you normally would and click Finish

Resource: Rescheduling and Resulting Sales Appointments

11. Resulting Sales Appointments with Follow-Ups

Some Sales Opportunities will require multiple Sales Appointments to make the Sale. You will need to Result your Sales Appointments accordingly to schedule another Sales Appointment.

• Follow Along Step 1:
  • Create a new Sales Appointment > select the Result button on the right-hand side of the screen > make the following selections:
    • Sales Appointment Status: Ran
    • Sales Appointment Status Detail: Follow-Up
    • Result: Not Sold
    • Result Detail: Follow-Up
• Follow Along Step 2:
• Select Save & Next > select the Choose an Action picklist > select the option Schedule an Appointment > click Save & Next > confirm the address and click Next > choose the Type of Follow-Up and click Next > schedule your Sales Appointment like you normally would and click Finish

Resource: Rescheduling and Resulting Sales Appointments

12. Resulting an Unsold Sales Appointment

Not every Sales Appointment is going to be Sold. In your system it is important to accurately Result every Sales Appointment for your reporting and to ensure that the appropriate next steps are taken so no Sales Opportunities fall through the cracks.

• Follow Along Step 1:
  • Create a new Sales Appointment > select the Result button > make the following selections:
    • Sales Appointment Status: Ran
    • Sales Appointment Status Detail: make the appropriate option
    • Result: Not Sold
    • Result Detail: make the appropriate selection
• Follow Along Step 2:
• Click Save & Next > select the Choose an Action dropdown and make the appropriate selection based on the information below > then click Save & Next > fill in necessary information based on the next action you chose:
  • Create A Task – remind your team to reach back out and attempt to rehash the Sales Appointment
  • Flag Account As Not Qualified – choose this option if you no longer want to remarket to this customer
  • Take No Action – no follow up actions will occur if you select this option

Resource: Rescheduling and Resulting Sales Appointments