CRM Training - Part 1

Welcome to the Trailer Central/Operate Beyond CRM Training Part 1! In this video, we will go over the different features that are available for you in the CRM system and how to utilize them.

At first glance, you can see here that the CRM is divided into 8 different sections:

• Interactions
• Tasks
• View Leads
• Bulk Upload
• Campaigns
• CRM Reports 
• Daily Digest
• Settings

In this training, we will review the following sections:

View Leads

Tasks 

Interactions 

Bulk Upload

The View Leads section is the first section you will see when accessing the CRM. This is where your team will be able to manage your leads. 

The page starts out with general information at a glance so that you have easy access to your data at all times. Some of the data that you will be able to view at a glance are:

• Open leads
• Closed lost
• Closed won
• And Hot

As you scroll down you will see filters you can use to locate a lead or a group of leads of your choice. 

By selecting an option from Lead Type, the system will sort the lead type selected by you.

By selecting a status filter, the system will filter leads based off of the status chosen.

By selecting a salesperson from the salesperson filter, only the selected person’s leads will show. Please note that this filter is not visible to “users”, only to admin. We will review the different CRM permissions later on.

A Location filter is also available. That said, locations are only visible to the users assigned to that particular location.

As you scroll further down, you will start seeing your leads. Each lead will provide you with multiple pieces of information that you may utilize to learn more about your customers and connect with them. Some of the fields you will see include:

• The customer’s first and last name
• Their phone number
• Email address
• Date which the lead was created
• The customer’s original inquiry
• Shipping information 
• The View Lead icon - when you click on The view lead icon, you will see that this is where you will make any necessary changes (if any) to the lead you are looking at, including the status (whether it’s uncontacted, a new inquiry, cold, medium, ho or closed), lead type (whether it’s inventory, financing, rental, and so forth), lead source (where the lead originated from), and which location the lead is in communication with, if you have more than one. 

Additionally, you will also have access to the View Interaction History where you are able to see more information regarding the lead’s interaction history. 

• Going back to the initial page, you will also see a Print icon, in case you would like to print the lead’s information
• As well as the Merge Leads icon, which you can use in case you notice a customer has submitted multiple requests and you’d prefer to see them together.

Please note that if 2 out of the 3 pieces of information: name, email address, or phone number, match on the different inquiries made by the same customer, the system will merge them automatically. If the auto merge is not something you are interested in, this setting can be turned off.

Right in the middle, you will see:

• Interactions - where you can enter notes of any interactions you had with the customer and you will also notice that, as long as your CRM is properly configured, some interactions (such as emails and email and text campaigns) will automatically appear for you.
• Units of Interest - where you can see what unit(s) the customer is interested in. You may add the units yourself as well by clicking on the Add Unit Of Interest button 
• Documents and Deals - where you can add any documents relevant to that lead
• Similar Leads 
• Trade 

Right above those sections, you will also have the ability to create tasks. This feature is not necessary for the flow of the CRM system however, this is something your team may take advantage of in order to have an agenda within the system with their upcoming tasks. To use this feature, you can select Next Task, it will allow you to add a date and time as well as notes on what will be discussed. Example: Meet with John Doe to look at the unit of interest.

To the right of the page we have:

• The Archive button - where you can archive leads that might be old or are not relevant anymore.
• The status of your lead 
• Uncontacted
• New Inquiry
• Hot
• Medium
• Cold
• Closed (won)
• Closed (lost)

Please note that when a lead fills out a form within your website, the lead automatically shows up in the system as uncontacted. Once contact has been made with the lead through the CRM, the system will automatically switch the status to Medium. In any other instance, you will have to change the status of the lead manually. 

• Next we have Notes
• And a save button

There are a couple different ways for a lead to populate in the system. Some leads will come from your website if the customer submits a form. If the form is submitted through the website please note that they will also be sent to the email address that the form was configured to be sent to. This will provide more visibility to you and your team.

On the other hand, if you have a walk in or if you receive a phone call, you can always manually input information by scrolling to the top of the page, and clicking on “Add Lead”.

This icon will redirect you to a form where you can fill out any relevant information regarding that lead.

On the Lead Type field, you can choose the field that best represents the topic that has been discussed with the lead. If the customer reached out to discuss financing, then the financing field would be the most suitable. 

This field will be particularly helpful if there are multiple team members utilizing the CRM and they are assisting with different areas. Later on, we will learn more about how to ensure that, for example, financing leads get sent automatically to the team member responsible for financing, rental leads go to the team member responsible for assisting with rentals, and so forth.

If you already have that particular lead in the system and you are utilizing the form to add a new interaction, you can always look them up through the customer field on the top right side of the form. This way, you can easily merge the information to the lead already in the system.

Under Lead Source, you can select the option that more accurately describes where the lead came from, that being from your website, Instagram, or another platform.

If the information in this form is a new interaction to an existing customer, you may click on the Interaction box, and fill out the appropriate information. If this is a new customer, you may disregard it.

Once you are done filling out the form, simply click on “Save” and the lead will populate on the main page we were discussing previously.

The CRM can also sync your email and text message leads so they all show up under one page. Let’s click on the Interactions tab so that we can take a look at it together.

The three small boxes on the top of the screen will show you how many communications you have from each type. In this case, you will see that we have no email communications or text messages. We are also working on a new feature that will allow Facebook messages to sync with the interactions page as well, coming soon! 

To find a particular lead or group of leads, you can always take advantage of the different filters in the page. We have the search bar, the type of interaction (assigned vs unassigned), and search by salesperson.

Finally, to look at a particular communication and respond to a customer, simply click on the customer you would like to connect with, type your message in the textbox, and click on the paper plane icon to send. 

Moving into a different CRM tab, the Bulk Upload section is where you may go to download your leads found within the CRM. This section is only available for Admin users. If you are a CRM user, you will notice this tab will not be visible within your account. 

If you have a CSV file with lead information from a different system, you can also utilize this section to upload those leads into the system. This would make it so that they start appearing in the View Leads section along with any existing leads. Please note that leads can only be uploaded as long as you follow our accepted file format. You may download a sample file to take a look at what it looks like or view more details on the requirements under the Upload Help section.