The long wait is finally over! Our new CRM Feature is going Live on Monday, 4th August... So, what does this mean for you?
- We will have a whole new FAQ library ready to go on Friday, 1st August, so you and your team will have help guides for every new feature and change
- The Customer Support and Sales team are on standby to receive any calls for help, training or guidance
NEW CRM - Sneak Peek
The Rave Dashboard, or home page, will be updated in phase 2 of our upgrade, and will be customisable per user group. For now, we have implemented some fundamental changes for Salespeople and Branch owners, but additional changes are scheduled to take place between August and September.
In addition to the following sneak peek overview, we are also releasing all NEW:
- CRM Reporting - New Suite of Reports that focus on Leads, Sales, Source of Lead etc.
- Email Templates - You can manage client invites and custom export templates in one place
- Activities - Replacing follow-ups in current UI with better visibility and filters on all activities, upcoming activities, or both
- Branch Client Notes and Enquiry Notes - Previously known as Minutes
- An improved Show Home Portal - Upgrading its appearance and adding new CRM related fields
- A more straightforward Client Login set-up process
CRM Overview
A significant change to this part of CRM is that we now have a client enquiry whenever a new lead is entered into the system. We used to create a build/project for every lead, but this caused a lot of extra noise for the project team. We now create an enquiry first and then let you decide if you need a project, which can be created at any point, i.e. before it's marked as won, during the sales process, or not at all.
The CRM portal is where you can add new clients, find client information, and manage your enquiries (sales leads) through to completion. It is customisable, with access permissions, managed via the profile drop-down CRM option. You can access the CRM screen by clicking on the homepage's CRM button - this takes you to the Leads & Clients sub-tab, where you can easily find and access all of your enquiries.
The Leads & Clients screen allows you to import and export client lists, change your enquiries view with the 'My Enquiries Only' switch, print your client list, add a new client, and also displays your Leads & Clients List.
Note: The 'My Enquiries Only' toggle allows you to switch your view to display only your enquiries, assigned to you as the salesperson, or to display all enquiries loaded for the branch.
Note: In Rave's CRM, the Client refers to the person, people, or organisation with whom you are dealing to make a sale. Each sales lead, no matter the project type, is referred to in Rave's CRM as an Enquiry. On the Projects side of Rave, an enquiry is converted to and referred to as a Project. This is because Rave handles not only traditional house builds but renovations, insurance work, maintenance, contract work, garage builds, tiny homes, transportable homes, and more.
The Leads & Clients List
You'll see we have a lot of information here. We list the client's name, their primary contact details, your last contact with them, your enquiry (a customisable reference), their progress through your sales pipeline (the stages of your sales process), and their priority.
From this page, you can:
- Import your Client list via a CSV file
- Export your Client list
- Print your Enquiry list or all enquiries via the 'My Enquiries Only' toggle + Print button
- Add a new Lead/Client
- Filter by Client, Email, Phone, Enquiry, Priority, Pipeline stage, and/or Status
- Reset any filters used
Note: The 'Leads/Client' column includes a sorting arrow. Click once to sort in descending order (Z–A or 9–0), twice for ascending order (A–Z or 0–9), and a third time to return to the default view.
This page will display 50 entries by default. If you've got more than 50 entries, they'll be on the next page(s), which you can access by clicking the > (next page icon), or you can click the Leads/Clients per page dropdown to select how many entries you want to view.
Multiple Enquiries
If you have a client with more than one enquiry, any additional enquiries will be listed in the order they were added.
The Lead/Client Link
The client or organisation name is a clickable link. Clicking on their name allows you to view/open their client profile. From their client profile, you can:
- Edit your client's details, archive, unarchive, merge with another client profile, or delete their client profile
- Invite your client to Rave and manage their login details and viewing permissions
- Add and manage your clients' enquiries
- Update the Salesperson, i.e. each client can have multiple enquiries, with a different Salesperson per enquiry
- Update the Enquiry's Sales Pipeline and Priority
- View the last contact made and the next contact booked
Contact Email Link
With our optional email and calendar integration*, clicking on a client's email address will open a new email from your default email service, ready to email directly from Rave. Rave will ask you to confirm which Enquiry you are emailing about, as Rave will link this email event to that enquiry.
Note: The ability to email directly from Rave with reply emails and email syncing with MS Outlook is a feature coming in Phase 2 and will be an optional CRM upgrade.
Enquiry Link
Each Enquiry is a clickable link. Clicking on an Enquiry allows you to view or open the Enquiry profile. From the Enquiry profile, you can:
- Create Meetings, Emails, Calls, SMS, Tasks, or Notes
- Add a Secondary Contact
- Select/update the Source of Lead, Source of Lead Type, Priority, and the Sales Pipeline Stage
- Add/Edit the Enquiry details
- Add Notes, Messages, Files, Albums
- View your upcoming Activities via a Calendar or List View
- View your Sales Pipeline history/timeline
- Transfer an Enquiry from one primary client to another – even if it's already linked to a project – via the 3-dot menu's 'Transfer to another client' feature
- You can also change the salesperson for this Enquiry and add a Project
Sales Pipeline Progress Bar
The Sales Pipeline Progress Bar provides a live view of your enquiry's Sales Pipeline Stage. You can change the Sales Pipeline Stage within the enquiry by clicking on a stage in the progress bar, via the Enquiry's profile Sales Pipeline drop-down, or via the Sales Pipeline drop-down box on the Lead/Client page. You may also note that the stage descriptions and background colours of the Sales Pipeline Stage dropdowns match the colours and descriptions of the Sales Pipeline Progress Bar.
Primary vs Secondary Clients
The Primary Client is your main point of contact when adding a new Lead/Client into Rave's CRM. While Secondary Clients are an additional client profile created, with their own client log-in to your primary clients' project, i.e. a husband and wife, or additional business partners in a joint venture, may each want their own Client Portal login.
Secondary Clients are added via the enquiry profile's Add Secondary Client button. Clicking on this will open an Add Secondary Client pop-up, letting you add in a new client or select an existing client.
Lead/Client and Enquiry Icons
We're introducing a range of useful CRM icons too.
Firstly, the Lead/Client icons:
- The green Client Login icon – indicates that your client has a client login to access their enquiry and/or project
- The pink Company Client icon – indicates that this client has been entered by, and is managed at a Head Office level, not a Branch level
- The purple Organisation icon – indicates this client is an organisation. Such as, Developer, a Trust, a Limited Liability Company, a School, etc.
Secondly, the clickable Enquiry icons:
- The teal Secondary Clients icon – lets you know that there are one or more additional clients added to this enquiry. Clicking on this icon displays the names of the primary and secondary clients.
- The teal View Project icon – lets you know that there is a project linked to this client profile. Clicking on this icon takes you to the project, opening on the project's Overview sub-tab.
Reminder: Our new CRM Feature is going Live on Monday, 4th August, with a whole new FAQ library ready to go on Friday, 1st August!