How to Better Manage your Team in Contactually
Aug 21, 2015
• We’re recording today’s webinar — we’ll send out the recording within 24 hours
• If you have questions, use the “Questions” box in GoToWebinar — we’ll be answering questions throughout the webinar
Housekeeping
• Quick overview of how Contactually works for individuals
• The two major ways to use Contactually for your team
• Steps to set up your team to start using Contactually
• How to gain better insight into how your team’s performing
What we’ll cover today
Calendar
CSV
A B C DHot Leads Warm Leads Referrals Not Important
We automatically build (and keep updated) the address book for all your contacts
We help you prioritize your top contacts into groups (or buckets)
We prompt you to follow up with the top people in your network that you haven’t connected with
in several weeks or months
By regularly following up, you’ll stay top of mind, and get more referrals & repeat business
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www.contactually.com
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WITHOUT CONTACTUALLY
People do business with people they know.
Initial Introduction Business Opportunity Business Opportunity Business OpportunityReferral Opportunity
But important rela.onships o1en slip through the cracks.
In nearly every professional service business,85% of clients originate from exis3ng rela3onships
WITH CONTACTUALLY
• Ac5ve Contactually users report a 34% increase in the number of referrals they receive annually
• Within 3 months of joining, Contactually users engage with 97% more people in their network than before
Initial Meeting
Follow Up
Follow Up
ShareArticle
Make Introduction
Business Opportunity Business OpportunityReferral Opportunity
Contactually helps you stay engaged
Roll out Contactually to your team to ensure everyone is bringing in more referrals & closing
leads more effectively.
1. As a way for the entire team to collaborate on all business contacts across the team
2. As a way for a team’s manager to assign leads and/or gain insight into the team’s performance
Teams today use Contactually in two distinct ways
• Your teammates can get instant access to all of the team’s customers, sales leads, or other important contacts
• Each person on the team can see who else on the team has interacted with a customer/lead, and when that contact was last touched
• This is how the entire Contactually team uses Contactually internally
How does Contactually help teams collaborate?
• Rather than keeping the team totally open, many manager opt to set up their team’s bucket to only allow sharing leads from the manager to each person on the team
• Each rep receives leads from the manager, but isn’t able to see the other reps’ customers or leads — or any conversations anyone else has had with their contacts
• Managers can also define processes — like which email templates to send or programs to follow — when nurturing leads
• This structure is typically used by larger teams and/or teams with a clear manager/direct-report reporting structure
• This is how the Contactually sales team uses Contactually
How does Contactually help managers assign leads?
Getting insight into the performance of eachteam member is important for any team.
We’ll cover how to do that in Contactually in a bit!
1. Invite everyone on your team at https://www.contactually.com/settings/team
2. Create buckets of contacts you want your team to share, and set the permissions such that everyone can view & edit contacts (as well as view conversations)
•Note: you’ll need to invite new people to these buckets as you add them to your team
3. Set up a few other all-team permissions depending on how comfortable you are with your team having total access or control
Steps to set up yourcollaborative team
Be careful when setting theseall-team permissions
•“Contact Data Export”: leave this on if you’re OK if people can export their database
• I’d leave “Share All Contacts” and “Deleting Contacts” turned off
1. Invite everyone on your team at https://www.contactually.com/settings/team
2. Create a unique set of lead buckets (ex: cold, warm, hot) for each rep on the team, and only invite the rep and manager to those buckets
•Only the rep will receive reminders for each bucket
•This will create many buckets for the sales team, so don’t create too many sales stage buckets
3. Set up a few other all-team permissions depending on how comfortable you are with your team having total access or control
Steps to set up your sales or manager/direct reports team
All of these buckets represent the sales stages for one sales rep.
Start with a simple sales process first.
Each sales person has their own set of buckets.Only the rep (Kelsey) gets reminders.
Manager & VP can see convos & build reports.
All-team permissions should probably bethe same as a collaborative team
•Possible exception: “Contact Data Export”. Some managers prefer to not allow their reps to be able to export their leads. It’s up to you.
• Whether your goal is to allow your team to collaborate or to better manage the leads your sales team receives, Contactually Insights provides perspective on how your team is doing
• With Insights, you can answer:
• How many customers or leads has each person followed up with? And are they following up with them on time or are they overdue?
• How has their follow up activity changed over time? Are they getting better or worse?
• How many emails vs calls vs meetings has each person made in the past 7 days? 30 days? And how has that changed over time?
• Who rights the best emails on the team & gets the highest response rates?
Our new Insights feature allows you to understand how your team is performing
We can see who on the team is regularly following up with important customers and leads
• People on the team who are regularly following up with their bucketed contacts are going to have a higher RPA
• If it’s low, you can coach them on how to improve
• The RPA assesses the quality and quantity of your important relationships (i.e. the ones that are both bucketed and have a follow up reminder).
• The higher percentage of strong relationships you have, the better your score. The more strong relationships you have, the better your score.
• Example: having 50 out of 50 strong relationships will produce a high RPA, but having 100 out of 100 strong will result in an even higher score.
Reminder: what is RPA?
When you drill into one person, you can see how their RPA has changed over time — and which are
their best or worst buckets
Beyond relationships, you can see which people on the team have been
the most active
•Most people send a lot of emails, but some people have been running more meetings (like Zvi, Brandt, and me)
Better still, you can see how each person’s activity has changed over time
•We can that Elizabeth has been sending a lot more email recently, but — with a few exceptions — she hasn’t been making many calls or booking meetings
•This is a perfect coaching opportunity; I should be sure to congratulate Elizabeth on all the hard work sending email, but maybe dig into why the meeting activity is low
You can also see which follow ups are most effective
•Last week, Elizabeth’s response rate was 13% — how can she improve that?
• Because we’re connected directly to each person’s email account, calendar, and phone — we’re logging all interactions automatically
• You don’t need to rely on your team manually inputting today to get actionable insight (let’s face it, they wouldn’t do it before!)
• With this feedback you can better coach your team and improve their performance
Remember: Contactually is connected directly to your accounts