CRM Training - Part 2

Welcome to the Trailer Central/Operate Beyond CRM Training Part 2! 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:

Campaigns

In the Campaigns tab, you will be able to create messages that will be sent automatically to customers. In order for this to happen, you will need to enter the appropriate configuration which we will discuss further in a bit.

There are two types of campaigns:

• Drip Campaigns and Blasts

Drip campaigns are campaigns that are sent to customers based on a set timing, prompted by an action or a change of status in a lead within the system (as an example, a “thank you for your purchase” campaign gets sent to leads after they have been marked as “closed won” under View Leads within the system).

Once a drip campaign is set up, it will be automatic from there and it will send to leads based off of the criteria you set it to. 

An Email Blast is a single email sent to a group of customers based on the set of leads by status. This type of campaign would only be sent once, and not again unless prompted.

Before we can send an email campaign, we must create a template, which is the message the customers will receive. To create a template, simply click on Create New Template Email > Versatile Template, and from there, you will be able to build your template by utilizing the different “blocks” available to the left of your screen. Click on the section that you would like to make changes to and you will be able to:

• Write content
• Add pictures
• Connect links to buttons so that customers can be redirected to the link of choice

You have the ability to test the template created by clicking on “Test”. The system will send you the template so that you can see exactly what your customers would see. Once you are satisfied with your template, click on save.

Once your template is built, you are ready to create your email campaign. To move forward with this process, please click on Email Campaigns. This is where all the email campaigns that have been created will show up. To create a new campaign, please click on Create Email Campaign. This action will take you to a form that you will have to fill out.

Campaign name: must be unique from other campaigns that you create in the system

Send after days: this will tell the system when you would like the campaigns to be sent. So for example, if you would like to create a Thank you for your purchase campaign that would be sent to customers after their status is updated to “closed won” in the system, simply choose “0”, and the system will understand to send it out right away. You could choose 1 if you’d like it to be sent a day later, 2 if in 2 days, and so fourth.

Unit of interest: not a required field, this pertains to campaigns in which the customer needs to have a particular unit of interest in order to be eligible to receive the message you are sending

Archived status: select what group of leads should receive the campaign: archived leads, active, or both.

Send From: this will tell the system which email address you would like the customer to receive the campaign from. Please be advised that we only have the ability to track emails that are sent through our default OperateBeyond email. In order to send through this email to implement tracking, leave the Send From field as “select an email address”.

Campaign subject: Subject line that will show on the email customers will receive

Customer Action: select which status will prompt the campaign to be sent

Brands: not a required field, this pertains to campaigns in which the customer needs to have a unit of interest from a particular brand or manufacturer in order to be eligible to receive the message you are sending.

Preferred location: another field that is not required. If you have more than one business location, you will be able to select which location the campaign pertains to. So if the campaign is related to location 2, only leads connected to location 2 will receive the campaign.

Email template: out of the existing templates, choose which template should be used for the campaign you are sending out.

To create an Email Blast, please click on the Email Blast icon and click on Create Email Blast. Please fill out the form that will populate. You will notice that the form will be very similar to the Drip Campaign form. The main difference between the two forms is that the Email Blast has a Send Through Days field. In this field, you will want to select the number of days in which you would like the leads to come from. Example: if you only want to send an email blast to leads from the last 30 days, simply type 30. 

Besides email campaigns, you will also have the option to send text campaigns to your customers as well. The campaigns available through text are the same as the email campaigns, just in a mobile format.

To set up a text campaign, please click on the Text Templates icon. This is where you will create the templates that you will later connect to a campaign of your choice. Click on Create New Text Template, create the title for your template and add the message you would like your customers to receive. Once you’re done, click on save and the template will populate under the Text Templates page.

Moving forward, we have the Text Campaigns icon which will take you to the drip campaigns for mobile. To create a text campaign, click on Create Text Campaign and fill out the form. You will notice the form will be the exact same as the email Drip Campaign.

Lastly, we also have a Text Blast icon where you can create blasts to be sent through mobile. Please fill out this section using the same instructions as provided previously for Email Blasts.

Please note that, in order to send a text campaign, you will first need to:

• Go under My Account > click on My Locations > and enter your phone number in the SMS field.