Category Archives: Tall Emu CRM

Voice Recognition and Transcription into CRM

We’ve added many cool new features into our CRM over the years, but this is one that we’re really excited about  –   Automatic transcription of voice notes.   It’s something we’ve been asked about and considered many times, and now we’re able to deliver it.

It’s as simple as it sounds.   Open up a note in CRM – start speaking, and CRM will automatically convert your text to speech.

Voice Capture

The note taking screen in Tall Emu Web CRM showing the voice transcription prompt and microphone icon which toggles voice capture on and off.

If you talk in a normal tone and pace, the automatic (and instant) transcription is really good quality.  Once you get over any phobia of talking to your mobile phone (!) you’ll find it much faster than thumbing in notes on your smartphone using the keyboard.

Here’s a quick video of it on our test system.   It’s not showing the realtime display of the text as it is spoken in this demo, but I couldn’t wait to get this post up and that will be fixed before release.

No automatic transcription is perfect.  Accents, background noise can sometimes confuse it – it’s being done by a machine and formulas after all.   So, to make sure that nothing is lost, we’re also recording and uploading the original audio file as an attachment.

When you are back in the office you can edit the notes to your heart’s content using the original audio as reference, or assign a task to a personal assistant or virtual assistant to do it for you.    If you need a professional, human quality transcription you can use services to get that too – our audio quality is good enough to send off to those services should you desire.

A normal speaking speed in conversational English is around 110-150 words per minute.   An average typing speed on a full size keyboard is 40 words per minute.  I’d hate to think what it is on a smartphone, but we expect that this new feature will be a great time saver.

For those with multi-cultural or transnational teams, the speech recognition is also available in other languages.  The company selects a default language for speech recognition – this can be overridden user by user.

For example, a demo of recognition in Chinese:

Free Time Tracking Software

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Get your Free Real-Time Employee Task Tracker

We have created a web-based task tracker, built to be used on a Smart Phone or Tablet in your work place.
Simply assign tasks to your employees and they appear on the device and can be started, stopped and checked off. The time is automatically logged against the task.

We initially built this to control the operations of a nationwide catering companies’ kitchens, but it is broadly applicable to any manufacturing organisation where jobs are created and need to be time-tracked and checked off as they are completed.

What does it do?

  • Provides a way of allocating tasks. Every staff member will now have their own to-do list, and the todo list can be generated (with customisation) based on your own business rules.
  • You can now Track how long an actual task took to complete.
  • Compare actual time taken against the estimate.

Over time the data this will collect will feed back into your estimates. You can manage and measure lost working time, productivity and have a real time indication of task status.

How does it work?

  • Set Tasks in CRM and assign to your employees
  • Estimate time for each task
  • Employee logs into their time tracker (on their mobile or a device you provide)
  • The Employee see the list of tasks assigned to them
  • Each staff member can starts, pause and complete the task on their Task Tracker in the location where they work.
  • No need to have a CRM licence for this these employees so you can give access to all your staff and contractors at no cost!

Benefits

  • Better insight into how long things ACTUALLY take to-do
  • Better monitoring of Staff working in the business
  • Better Resource planning
  • Better Estimates of time to do a job…takes away the guess work
  • All the Data sent back to CRM for Reporting purposes
  • Brings accountability to the process.
  • Massive customised Reporting potential
  • Real-time mobile task tracking for contactors

What does this cost?

This is a free add-on for Tall Emu CRM. If you have a current Tall Emu CRM licence, there is no charge for this extension[*].
The Web Time tracker allows unlimited employee and contractor access – free.

[*] There is no software licence fee for this product, and users are unlimited. You will need a compatible version of Tall Emu, and installation/training/setup fees apply if you do not have a managed support agreement.

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If I doubled the size of your sales team would your sales increase?

I once had a chat with the owner of a travel agency about how we could help his business become more efficient.  In our meeting he explained his sales team took 15 minutes to work out the itinerary for every lead, and then would call the customer and spend 15 minutes proposing it.

He also knew: speed is key.  The faster the response, the more likely a deal.

This is the sort of challenge we live for here at Tall Emu – by connecting to the travel systems, we could eliminate the 15 minutes of data entry and auto-price the itinerary.  This would mean that leads could be handled faster and each salesperson could provide double the number of quotes in an hour.  Alternatively, it would be possible to have half the number of sales staff processing the same number of leads.

He didn’t get it.  I tried another way.  “Do you think if I gave you double the amount of sales people, your sales would noticeably increase?” – of course, the answer was yes.  “What if I gave you the extra people for free?  Would you do it?” – of course he would…  but he didn’t.

Are you missing similar opportunities in your business?

Do you pay your sales team commissions?   In one of our clients, a full time staff member was required to calculate the commissions  due to them from their clients, as well as those payable to each individual telemarketer.  There were 6 sales staff, but it was complex as each employee had a different commission rate per product – as did the company with its clients!

We replaced Helen with a button. The button performed all of the calculations in the blink of an eye at 100% accuracy.  As the company grew to 100+ staff, the button stayed.   Commissions and invoices were still calculated in the blink of an eye – and the company didn’t need to hire another 10 or 20 “Helens” to keep up.     Let’s say Helen was paid $20,000 per year.   That’s not a bad saving – and that saving grew with the business.  I don’t know what happened to Helen[*], but I am reliably informed that the button is still on duty 10 years later.  Not a bad return on a $5,000 spend.

Do you follow up every lead?   Another client had what sounds like the best problem in the world!  Too many leads!  They’d come in 24/7 into outlook, where the sales team would pounce on them.  Then a different member of the sales team would pounce on them. And another.   Hours would be spent trying to get in contact with people on the phone, only to be told “Sorry, not really in the market – it just looked cool on TV!”.

Meanwhile – real leads and business was slipping through the cracks.  Come month’s end hungry salesmen would be trawling through their sent items and copying and pasting emails chasing up quotes. It was manual, paper-based, and uncontrollable.

We implemented Tall Emu CRM and centralised everything, starting with lead allocation.  Brochures are now created and sent automatically based on current pricing.    Each lead is now automatically followed up by email (saving over 10,000 manual email sends and I don’t know how many man-hours per month).  The good leads are called.  Respondents to emails are quickly allocated to salespeople and called.   Everyone is followed up, automatically  and once quotes are issued they’re followed up too.

Without hiring more staff sales went up.  The company is one of our longer term customers, having automated and streamlined many more elements of their business.

Do you set targets and report on them ?   Management of Targets and KPI’s and associated reporting is often time consuming but every business needs to do it.

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Using Tall Emu CRM we can track every element of the business and set targets using our KPI reporting module.  Any KPI you may imagine could be set up, reported on and delivered automatically to your inbox (or dashboard) making performance monitoring automated, efficient and inclusive.

We can take this often hated task, automate it and ensure it is done so management has visibility and the sales team aren’t burning time filling out paperwork.
There are other examples of efficiency gains. We have implemented automated calculation of trail commission for mortgage brokers, automated credit assessment (and debt collection), integrated with network systems and web based systems- even just exported data for others to use.

The point of this post is really to say – take a look at your business. Where are you wasting time?  What could be automated?    Think about the long term value for your business in getting it right and automated.

 

[*] Actually I do. Helen went back to the UK after her working holiday,but the article reads better how I’ve written it I think.

Manage duplicate records with Tall Emu CRM

Overview

One of the big challenges with data is keeping it clean and duplicates, in particular, can be a major issue. Typical causes of duplication include data entry errors, importing inconsistent data from the accounting system or importing legacy data from an Excel spreadsheet. It is not uncommon for companies that don’t have data quality initiatives in place for duplication rates to be in excess of 20%. The indirect costs of duplication can be huge.

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Tall Emu CRM version 3 has a number of features that help manage data integrity.

Prevention

Firstly, prevention is better than cure and data can be checked for duplication on entry. When entering a new entity, such as company, other entities with a similar name are automatically displayed.

The duplicate checker on the company form

The duplicate checker on the company form

Note that the duplicate checker mechanism is configurable and can be used throughout the system, even on custom fields or a combination of fields, for example, the contact first and last names.

Tall Emu CRM also checks key fields on importing external data from and Excel spreadsheet. This means that loading data on matching values (such as first name and last name) can be either updated or ignored rather than create a new record.

Identification

Introduced in Tall Emu CRM version 3 is the ability to rapidly locate and tag possible duplicates for both contacts and companies. The locate duplicates function is intelligent, using advanced fuzzy logic technology to quickly identify even hard to find duplicates. Once tagged, it is easy to view the possible duplicates and take appropriate action, such as merging records together.

The duplicate tagger button on the contact grid

The duplicate tagger button on the contact grid

Not only is the duplicating checking powerful but it is fast – it can cross-check tens of thousands of records in moments.

Cure

The merge function combines numerous records into one record, automatically managing the relationships and other entities, such as calls, notes and contacts.

Example of the merging wizard

Example of the merging wizard

Conclusion

Tall Emu CRM manages the business process and it is important that the data has as much integrity as possible. The new features in Tall Emu CRM version 3 allows users to quickly and easily manage and resolve issues with data.

 

 

Tall Emu CRM system integration

Overview

Tall Emu CRM is the “control centre” that manages and automates as much as your business as possible. While Tall Emu CRM is very comprehensive, it can use other systems to extend its functionality and streamline the business.

What is Integration?

Organisations generally have various systems with different scope and purpose. Each system has its role within the organisation and, while there is often overlap, a single system cannot provide all the business requirements. For example, Tall Emu CRM can do some accounting functionality (such as invoicing), but not others (manage the general ledger and produce monthly BAS). Similarly, accounting systems have some CRM-like functionality (manage customer contact details), but not others (manage contact interaction).

Integration is where the different systems share and/or synchronise data, or make use of the other’s functionality.

google-apps-integration

General benefits of data integration

There are several benefits of integrating with other systems, including:

  • Reduce manual effort (and risk of errors) from entering the same data into more than one system. For example, an invoice can be created in Tall Emu CRM with the details exported to an accounting system with no re-entering of data.
  • Have a centralised view of related data which originates from different systems.
  • Extend the functionality of a single system; Tall Emu CRM can leverage the benefits of other specialist systems.
  • Maintain consistency of duplicated data. For example, customer details can be synchronised between systems.
  • Keep data up-to-date in different systems.

Tall Emu CRM and Third-Party Systems

Tall Emu CRM has been built with integration in mind. While it is constantly being further enhanced with new third-party systems, Tall Emu CRM currently integrates with the following:

  • Mail and Calendar: Outlook.
  • Accounting: MYOB, EXO, QuickBooks.
  • Telephony: Over 20 phone systems.
  • Email Marketing: Campaign Monitor.
  • Google Analytics and Adwords.
  • Website shopping cart.
  • Webforms (eg, “contact us” web page).

Why you should link your CRM and shopping cart today

Most businesses start with an idea and energy.   In the early days, the focus is entirely on getting the business up and running with a strong focus on sales-related activities.  After all, sales are the life blood of the business and they need to be generated as quickly as possible!

With an online store, excel spreadsheets and an off-the-shelf accounting system the business takes it’s first steps.   And then the orders start.   With luck, the business grows and all of a sudden a different set of problems start to happen.

These are the problems we can solve by linking our CRM with shopping cart.

Process Efficiency

Taking orders over the phone and via one more shopping carts can be inefficient and hard to manage. With different systems containining different data, it’s hard to understand which orders have to be paid, picked and sent.

With the Tall Emu CRM shopping cart link, all orders come into the same system, regardless of sales channel – orders from online store, telemarketing or sales teams all automatically appear inside CRM for processing.

All price changes managed inside CRM are automatically Synced to the cart too, so you have one point of entry to manage your sales function.

Link to accounting systems

I’ve mentioned it in another post, but linking CRM to your shopping cart implicitly connects it to your accounting system.  Orders downloaded from the cart are automatically updated inside CRM and can easily be transferred to MYOB, Quickbooks or Reckon accounts (and we’re currently working on Xero and emPower).

One view of the customer

It’s hard to have one view of the customer when your data is housed in multiple business systems that don’t talk to each other.  By connecting your shopping carts to Tall Emu CRM you can see what your clients bought, and how they bought it over all your sales channels – but you can also see other CRM-based information about them such as contact history, email campaigns they have been a part of and whatever custom information your business requires on a day to day basis.

Reporting

What kind of reports can you get out of your shopping cart ?  How do you consolidate online sales reports from the carts with your other sales reports, and how long does it take ?  As your business grows reports, dashboards and analysis of information becomes more and more important – and one centralised source of information (the CRM database) allows for much more powerful reporting.