2015/06/24 Lunch Learn – Reckon Accounts and Tall Emu
Please note that the transcript is not 100% perfect and will contain errors of spelling and grammar and just incorrect heard words.
|Renee:||Good afternoon, everybody. Welcome to your webinar, Reckon Accounts and Tall Emu. My name is Renee and I’ll be the host for today’s webinar. Before we get started, I’d like to go through some housekeeping information. Today’s session will run for approximately forty five minutes with fifteen minutes for questions after. Our presenter is very gracious, though, and he will answer questions as we go through, if they are appropriate to what we’re looking at. If this is your first time using GoToWebinar, questions can be submitted at any time in the question box, on the webinar’s control panel on the right hand side. We won’t be using microphones for this session to receive questions, so you’ll notice, if you are a participant, that you’ve been muted.|
Without further ado, today’s webinar is from Mike Nash, the CEO of Tall Emu CRM. Tall Emu CRM is a whole owned Australia business that has integrated with our accounting software. Mike is here today to talk about the big picture of CRM and how businesses can use it to work smarter. Tall Emu prides itself on focusing on the business needs, not just selling an out of the box software solution. Mike has kindly offered himself for one-on-one’s post this seminar, for either a demo or a chat over the phone or email if you have any other questions that’s not covered today. Without any further ado, I’ll hand you over into the capable hands of Mike. Good afternoon, Mike.
|Mike Nash:||Afternoon, Renee. Afternoon, everybody. Thank you very much for attending the webinar today. I don’t know which of you may have attended a prior webinar that I’ve done with Reckon. If you did attend the last one, this one will actually be a little different, in that I’m going to jump in the product a little bit and show you around some of the features. Now, normally, when I do a demonstration of the [00:02:00] CRM system, I’m doing it one on one with a business, so that I can focus on the particular needs and challenges of that business and how we could apply the software to them. Obviously, in a webinar situation, where I can’t see you and I can’t hear you, and of course, you’re all from different businesses, that’s going to be a little bit harder.|
What I’ll do is, every now and again, I’ll pause for questions as I go through the software. The other thing is, that if I’m going either too fast or too slow or giving either too much detail or not enough, just bear in mind that you can contact me after the webinar, if you think that the software’s interesting and we can have a chat. You can have a whole hour, we can screen share and talk to each other and I will show you through the software one on one. Without further ado, let’s get into it. Basically, the view that we have here at Tall Emu is that a business needs two pieces of software. It needs an accounting package for compliance purposes, and it needs, what I would call, an operational piece of software really for everything else. Traditional CRM would encompass your lead management, your pipeline management, and then at some stage, you would be entering quotes or sales into your accounting system.
What we’ve done is we’ve linked Tall Emu with the accounting system, so that we’re able to offer a seamless, end to end solution right away across the business process. Now, our view of the business process and our handling of it is something like this. Right at the very beginning, even before you’re aware you even have a lead, they’re on your website, they’re searching for you, they’re having a hunt around on the web, and they may be visiting your website and looking at pages. We’ve seen, from our side, that there may be [00:04:00] months or weeks of research on the website before the customer’s willing to pick up the phone or fill in the contact form. At that early stage, what we’re doing is, we’re anonymously logging that data against that anonymous person. Once the person fills in a web form, a contact form, we can create their details inside the CRM automatically and all of that anonymous history now becomes linked up with the customer. That stores inside our CRM.
Along here, we can see that the engagement, the selling process, that will be typical of CRM. Most businesses are doing this in a combination of Outlook, Excel spreadsheets, bits of paper and their accounting system. We bring all of this into CRM. We tie in as well with other systems where required, so we are linked in with about eighty different phone systems. We can automatically identify who’s on the call, log phone calls. We link up with an email platform so you can send marketing emails and track the results against the customer file inside CRM as to who’s opened what and who’s clicked on what link. We offer what I would call the standard CRM features of emailing task management, meeting management, and things like that. This is all within, what I would say, is the engagement stage. The way we’re a little different is we go beyond the engagement stage and through into the selling and the quoting side of things.
In Tall Emu, you can have a customer enter their own details in your website, have meetings, calls, email them brochures, go out and visit them onsite, do all of that sort of process, follow up, pipeline, management inside CRM. Then when you’re ready to issue the quote, because we’re integrated with your Reckon system, we’ve pulled in the whole profile into CRM as well, so you don’t need to switch to another system. You can carry on and you can quote and have all [00:06:00] of that cross related inside CRM. As we go through, and hopefully the quote turns into a sale, we’re also able to manage the dispatch process, the fulfillment process, the invoicing process, and even the payment process, all within Tall Emu. At the end of that process, you’ll see over here, we call the accounting system a compliance system, so what we’re doing now is we’re complying with our legal obligations to maintain at least one set of correct books and we’re putting all of those transactions line by line into Reckon.
If you were to purchase a CRM from me, for example, this afternoon, you would have inside your Reckon system, or my Reckon system, rather, a customer record, an invoice which has the items that you’d purchased, tied into the Reckon stock control system and also the payment, which we may have taken, for example, by eWay over the phone. Now, what I’ll do is I’ll just jump into CRM and I’ll show you what it looks like. I’ll just get rid of that presentation in the background. There we go. Hang on. Let me just get rid of that presentation. Okay, so let me try one more time to get rid of the presentation. There we go. That’s a bit better. Here’s what the CRM looks like out of the box. All I’ve really done so far is a quick installation just before we did this webinar. I’ve tied it into the accounting system, I’ve sucked in all of the data and I’ve also linked it up to an email marketing platform called Campaign Monitor, so that I can demonstrate how easy it is to do an email campaign.
When we link up with an accounting system, it’s really quite straightforward. We simply need to connect to the data file, authorize it and then we [00:08:00] push one button and all of the history from the accounting system comes into CRM. One difference between CRM in terms of the history and the accounting system, is we don’t have the concept of a rollover. If you’ve got prior year’s backups of your accounting files and they’re still kicking around somewhere, we can load all of the prior year’s sales history, in detail, in CRM. We can do that as far back as you like, so you have your current accounts and CRM tied up, but you don’t lose any of that data that normally would get lost at an end of year rollover.
The way the systems work [inaudible 00:08:37] is we list everything down in grids, so we’re on the company tab. Here’s a list of companies and here’s a list of things you can do to a company. Similarly, the contacts. A list of contacts. Here’s all of the things that you can do with contacts. Activities … We have a shared calendar. We can go in here and we can click and we can see other people’s diaries as well as our own. We have opportunities. Funnily enough, that’s a list of opportunities. In the selling area, we’ve pulled this in from the accounting system. We have sales orders, invoices, payments … Even products. Especially products, in fact. One of the things that we encounter quite a lot with clients is they don’t always sell their products straightforwardly, shall we say, so an accounting system’s view of a product and an item and how the stock is tracked. There’s usually a number of variations, and when that happens, people tend to step outside of the process and start using workarounds.
One of the things that we’re very, very good at with the flexibility of our system is to handle all different types of products, so we’ll have a straightforward item, such as a mug or a TV. We can have non-physical items which we can still soft track, so for example, serial numbers or extended [00:10:00] warranties. We can have variation product types, so you can have a shirt, which is your product line, and then three related variations, say, small, medium and large. Like Reckon, we also support a bundled product and we also support an assembly or a manufactured item. These things transition across to Reckon quite nicely. We support unlimited pricing and we also support contract pricing, particularly for a customer. If you have a wholesale customer that’s just getting a special price on one item, you don’t need to define a whole new item for them or whole new price level for them, I apologize, you can just set contract pricing for that customer and they’ll always automatically receive it.
Now, when we look along the top here, you can see there’s an awful lot of tabs available. Every single button that you see inside CRM, every single tab, every single field, it’s all absolutely customizable, so if you don’t do any project management, we can turn off the project management. Nobody can see it. If you want to stop the marketing guys going into the accounting tab, you can hide that tab away from the marketing guys. Even down to field by field. If I go into my company area, I see here the list of companies. If I wanted to search, all of these grids work the same way. I can start to type, it’ll filter, it’ll bring up the details of the company record. Now bear in mind, we don’t have much data in here. It’s just been sucked in from an accounting system, but you can see we’ve got the company details, unlimited addresses cross referenced with the accounting systems, so we’ve got balances and when things were imported and currencies and things like that.
Then in the selling area, we have selling rules, pricing levels … Couriers is [00:12:00] a place where we can lift the couriers that a particular organization uses. Quite often what we’ve seen is that a customer will call you and say, “Look, use my courier. We’ve got a better rate.” Because there’s not really a place for that in most accounting systems, they tend to copy and paste stuff all over the place and make a mess. If we go to the Special Prices section, this customer has no special prices, so it’s quite straightforward to pick a product. We’ll pick the [color “small” 00:12:31]. We’ll sell that for eight dollars. I haven’t put in any [tool 00:12:35] for an active date, so it will be forever. I haven’t specified any location, so it will be for all locations and I haven’t specified a category. One of the other things that we can do in here that’s quite huge is we can have multiple locations for stock, but we can also have multiple locations for pricing as well.
I’ll just quickly finish navigating through the company screen before everybody gets bored. We have quotes here. We have the sales orders, which have come in from the accounting system, invoices, credit notes. Transactions is quite nice because it’s a bank statement type view and then we have a list of prior items quoted, prior items sold. We can use those, filter these things and see what our customers purchase, when they purchased and what price they paid. Down at the bottom here is more of the traditional CRM type stuff, so we have a [free text 00:13:29] description field, we have a log of activity, a log of communication and a place to store documents related to the customer. It’s possible to go in and just attach images, files, documents, whatever it might be and that’s now logged against that [inaudible 00:13:46] for that client.
If we wanted to have a meeting, say, with this client, we can click “add meeting”. Choose the type of [00:14:00] meeting. All of these drop downs, everything’s configurable, so let’s say that’s a face to face meeting and let’s go and have a look on my calendar and see when I can do it. I can do that tomorrow and we’ll do it, say, at 2:00 and that now sets that meeting up. I’ll choose a contact and we have a meeting, so it’d be a [inaudible 00:14:23]. I can look here now, I can see in the activity list for this client there’s a bit [of type 00:14:28] that’s really annoying me. There we go. Save that. Every time I make a change, by the way, there’s a full audit log available that shows when I changed it, when I modify it. Here’s my meeting. I’ve changed that. I can see that on the company, I can see it in the calendar, I could move it to somebody else by dragging it, I could change the time by stretching it or moving it around. I can also see it in a list of activities.
One nice thing about all of these grids is that they all have a nice set of features around sorting and filtering, so probably best demonstrated in the invoice grid, if I wanted to find all of the customers with an outstanding balance, I can go greater than zero. That’s sorted out all of the unpaid invoices. The red color coating means it’s out of credit terms. I can filter by customer by typing or I can bring up a group by box. I can group it by customer. I am also able to use the summary functions to get, say, a sum of invoices by client. If I want to, and this is the same in any grid, I can export to Excel, but before I do, I can get rid of some fields that I don’t care about. I can remove that column, I could remove this column, get rid of the stuff that I don’t really want or need.
I, quite often, if a customer [00:16:00] will call me up and ask me for a quick statement, because we’ve got some custom fields created that I’ve got on my invoice record, I can just very quickly filter it, right click, export to Excel and that’ll [inaudible 00:16:15] from Excel in just a moment. We can see that data’s come out. That’s the same in any grid. One of the key capabilities and requirements for the CRM is to make sure that we’re storing all of the data that’s required, so if you’re a vet, you want to store information about animals. If you’re a winemaker, you want to store information on your products about vintages. You want to store information about people’s personal preferences, whether it’s red wine, white wine, any wine, what animals they have. Every single business has their secret source, if you like, where they really need to store data, so one of the things that we can do in here very, very straightforwardly is customize the CRM.
This is just invaluable when it comes to fitting the CRM into somebody’s business because if you have an Excel spreadsheet with twenty five fields in there and your CRM’s only got space for fifteen, it’s just not going to work. What I’m going to do is I’ll show you the contact record inside the CRM and I’ll just grab “Melissa”, so that’s out of the box what our contact record looks like. Again, remember, that we are able to turn off anything here that we don’t require. What I’m going to do is I’m just going to modify the contact record. I’m going to pretend that we want to pop some more fields on here, so I’ll find it and let’s say for the sake of argument, we desperately needed to know whether all of our people that we deal … Excuse me, all of the people that we deal with, we absolutely need to know whether or not they like kittens.
It’s a very simple addition to go and add a field. [00:18:00] “Likes Kittens”. We’ll make it a tick box. We’ll add another field “Date Liked Kittens Since”. I could make that a date. I can put formatting in, but I’m not going to because I don’t want to waste too much time. I can add a field as well. “Favorite Kitten Name”. I will make that a text field. Now that I’ve created those fields, I can go and edit what the form actually looks like, so the first thing I’m going to do is I’ll add a tab and I’ll [inaudible 00:18:41]. [Camping Stuff 00:18:44]. I’ll put that tab there, so here on this contact record, we can see we’ve got [already the 00:18:49] contact for sending invoices to, for statements, for purchase orders, for remittances and so on. They actually do something if you tick those fields. They will control who receives invoices and statements and purchase orders.
It’s extremely useful, but for the moment, what I’m going to do is I’m going to cut them out, I’m going to pop them here on the accounting stuff page just like that and I can maneuver these around wherever I need them, but for now we don’t really care. If I go now, I can use the field that I’ve just created, so they should just be here down at the bottom. “Likes Kittens”, “Date Liked Kittens Since”, the date control and “Favorite Kitten Name”. What I’ll do is I’ll just get rid of that account number and we can drag these fields up here and if I want to, I can make these fields mandatory, visible, invisible, depending on what the business rules are. What I now need to do is very, very quickly restart the CRM and while I’m restarting the CRM, I’ll just call out and ask [00:20:00] whether anyone has any questions so far.
|Renee:||Hi, Mike. Yes, we’ve got a few questions coming in. Excuse me. Sorry, guys. “Does Tall Emu handle stock control?”|
|Mike Nash:||Yes, we do. Multi-location stock control. We can do stock control for bundles, we can do stock control across manufacturer’s items and we have a unique, or at least I think it’s unique, feature called a “virtual product”, which is basically, you have one product line where you hold stock, so let’s say, a cheap plastic mouse. You have two product lines that you sell, so let’s say, a PC mouse for five dollars and a Mac mouse for seventy nine ninety five. Both of those virtual stock codes draw from an underlying real stock code.|
|Renee:||Wonderful. Another question’s popped in. “Does Tall Emu integrate with Microsoft Outlook?”|
|Mike Nash:||Oh, yes. Excuse me. Yes we do. What I’ll do is I’ll bring up that PowerPoint presentation and I’ll show you some screenshots. We have something called Inbox 360. Inbox 360. Once you’ve got this thing installed, you absolutely never want to be without it. I’ve received an email here from a fake individual, Jason at Wine Group. What’s happened is that as I received his message, this part here is part of Tall Emu CRM. It’s called Inbox 360 and it pulls the information out of the CRM, so his name. The little icon indicates he’s in CRM, his mugshot’s come out of CRM, I can click here to call him, it’ll dial in straight away, go to his website, there’s his email address and then we have a bit of a summary of our relationship with … Not with him personally, but with his organization. I can see here he’s a customer. He’s not been rated, his first contact with us was back in 2013, [00:22:00] his last contact was April of this year and who does he normally work with.|
Then we’ve got an overview of some of the financial summary and in that financial summary, we could quickly infer what’s going on. How much is he worth, what does he owe us, what [inaudible 00:22:14] are outstanding, what sales opportunities are. Down here, disturbingly, we’ve got twenty one customer service tickets that are open and two projects, but we don’t actually owe him any goods, so we get a relatively good handle on where we’re at just from this guy sending us an email. It means you don’t have to dart into the CRM and hunt around all our accounts. You’re just going to, in fact, dart around and try to find this data. I can go into the next screen and we’ll be able to see any open invoices here. We can click those invoices, they’ll open up automatically. Recent purchases will open the items and the sales chart, I think you can guess pretty much what that’s showing.
Receiving the email as well, I can’t show it beyond this screen right now, but it’s possible to synchronize that email into CRM. It’s also possible to synchronize the content and the calendar with CRM as well, so that’ll synchronize out with your smartphone, also. Just while I’ve got the PowerPoint open, I’ll just show you the next couple of slides as well, then I can get rid of it. This little pop up here is what also pops up when the phone rings, so this thing here, we’ve tried to keep nice and consistent between the phone system pop up, the Outlook pop up and the mobile CRM, which we’ve just released for Apple, Android and Blackberry. Mobile CRM you can see just very briefly. Simplified screen, click company, you get a list of companies. You can use this to sort them by distance from your current location, so if you [00:24:00] turn up for a meeting, then you can’t have the meeting, you can click here and find other willing victims nearby that you could go and see.
You can click inside, see the details in that same summary format, you could edit the details, create the details in here and the nicest thing of all for me is this little thing here, which I use extensively. Get driving directions, which will basically use the Google GPS and maps technology to go and give you driving directions from your current location to that client. Sorry about the slight digression there on the [Outlook 00:24:33], but I thought I’d just get those quickly out of the way as well. We have more questions there, Renee?
|Renee:||Yes, Mike. We’ve got a couple more. “Does Tall Emu … Can it create reports?”|
|Mike Nash:||Yes, it can. We have a full built in report designer inside here, which is something like Crystal Reports. That’s more for the techies. You can go inside here, you can hit the designer and you’ve got full access to the database. It’s a normal Microsoft database. We can see over here all of the technical gobbledygook and fields and things like that. I personally don’t use this, myself. I let the guys stick with this stuff, but you are able to produce some nice reports. We’ve got a top twenty percent report, we’ve got sales base reports built in and of course, you can build your own. What I really prefer on the reporting side of things is our KPI reporting system. I don’t know, I just think this is a little piece of magic.|
If I go in here into KPI reports, I’ll do a new report and I’ll just do a basic one. This is designed for end users to use, but also, if you are technically savvy with databases, you can very, very easily expand this. Let me show you what I mean. I’ll call it the Reckon report. One of the things that we want to measure [00:26:00] is invoices, so if I have a little look here, I can [sort 00:26:04] number of invoices, amounts of invoices. What I’ll do is I’ll just open that up, look at the entire list and I’ll just filter it off by invoices. What I want is the amount of invoices. I meant to measure the amount of invoices over the last four years and I’m going to measure them on a monthly basis. I’ll save that. Now I can preview that report. It’s probably going to pop up on my left hand screen and then I’ll drag it over.
Yep. There we go. I’m not sure, I didn’t quite time that, but I think within a few seconds, I’ve just produced a report which shows me monthly invoicing over the past four years. Actual value, prior value, so what we can do is we can measure this month to month, period to period. You see here we have a target value. It’s possible to go in there and configure that, so you can set … [Cleverly 00:27:03], let’s talk about invoices. If we’re talking about invoices, we probably want to have a budget, we probably want to have a target and we probably want to have a stretch target, but there’s nothing stopping me having a super stretch target and a super, super stretch target. The nice thing about this is I can go in and add another KPI. This time let’s say meetings, so number of meetings per type. Again, just so it’s consistent, I’ll say the last four years. We’ll measure it monthly and we’ll click save and close. Preview the report once again … Thinking about it [inaudible 00:27:44].
Ah. There it is. Drag it over here. Now, I can see we only put one meeting in there before and so it’s just showing that. [00:28:00] We can do that. We can see the different types of meetings and how many. If I want my report to be sent to me automatically, I’m logged in as system administrator, so I can [dial on 00:28:11] and send it from those days, 8:00 in the morning, pick my recipients from employees or all contacts. I can send that to Peter, let’s pretend he’s the sales manager, and that report will just go now automatically. I can open up again and I’ll just show you by browsing all of the different KPIs. Here, we’ve got the number of calls per contact, the number of incoming calls, held calls, calls per status. In a CRM system, you might have a phone call come in and then you have a status of the call, so was the call answered? What type of call is it? Is it a customer service call? Is it an accounts call? is it a complaint?
Then you can have a sub-type, so let’s say you do an outbound telemarketing call. This is the outcome of that call. Could be you left a voicemail, you couldn’t get through, it was the wrong number, he told you to go away. We can [00:29:04] all of these results here in these reports and everything inside here, with a little bit of training, you can set the targets on. You can see we’ve got calls, company creation, invoices, meetings and where we’ve got number and amounts and things like that, we can change the duration, we can change the frequency, we can change the type of measurements even underneath. We can say … Do we want to show tri-values, do we want to show quantities, totals, averages … You can set the targets based on your worst month, your best month, your average month all across these reports and completely automate them.
The nice thing is we’re doing all of that, say, by sales territory, by salesperson. You can generate a set of reports for the owner of the business [gets 00:29:50] and then you can generate individual reports for the salespeople, so they can have their excuses ready for the sales meeting.
|Renee:||[00:30:00] Sorry. We shouldn’t laugh, should we? We’ve got another question here for you, Mike. “Can Tall Emu manage clients with subscriptions and or payments?”|
|Mike Nash:||Yes. Funnily enough, we use our own software every day and we sell subscription software. Now, in an accounting system and I think Reckon does this as well, you can have a remembered transaction that pops up and says, “Hey, do you want to send this invoice?” We have a proper subscription system … No offense, Renee … where you can define … I should be careful what I say. You can define a subscription, you can set it to be in monthly, quarterly, six monthly, annually, it will generate you the invoice, it will optionally approve the invoice, it will optionally send the invoice by email.|
We also will let you chase up the invoice automatically as well, but using either EziDebit or eWay, we can also take the money, which is, of course, the best part of sending somebody an invoice. You’re able to sign up with a direct debit agreement with the client and have the CRM just grab that money out of the bank account or also, a credit card. In both of those cases, we’re not storing the credit cards or bank details directly inside the CRM. We’re working with the two partners, eWay and EziDebit, because they have super duper secured PCI compliant, all of that sort of stuff, data [censors 00:31:41], so they can protect that, meaning you don’t have the hassle of doing it yourself.
|Renee:||Oh, wonderful. You’ve already touched on this a fair bit about customization, but we’ve had a question. “Can it be customized to suit a particular business or industry?”|
|Mike Nash:||[00:32:00] Yes, absolutely it can. Pretty much unlimited levels of customization. I would normally do it in a demo, so if you rung up and had a demo with me and you started talking about your business, I would probably demonstrate that for you. I mean, let’s have a little go now, if you like. I did before a couple of customizations per person. If I were to go, say, to the product record, what I could do on here, I’ll just create a custom field. I’m waiting for that to pop up … Add a custom field and I’ll just say, for example, “Is Reckon Compatible”. I’ll make that a tick box and then I have a little custom field that I can tick on on there. Now that’s just a custom field. One of the other things that we can do is we can make whole structured systems.|
Just before I restart, earlier on, we did actually make a whole array of custom fields on the contacts, so what I’ll quickly do is I’ll just show you those and “Likes Kittens”, “Date Liked Kittens Since”. I can grab all of those people, right click, update fields, “Likes Kittens”. Everybody likes kittens and apparently, Renee. [inaudible 00:33:48] the date liked since and I can put in the kitten name. Now with that, I would call that, adding those custom fields … Now that’s almost a party trick [00:34:00] level of customization. Well, in actual fact, the CRM is made, funnily enough, using the CRM. I’ll just restart that and then we’ll do a slightly nicer example of the customization.
|Renee:||While that’s restarting, we’ve just had another question pop in from Steven. “Can I integrate PDFs that have areas where data can be entered with customer details?”|
|Mike Nash:||Integrate what? Sorry?|
|Renee:||PDFs, so PDF documents from Adobe.|
|Mike Nash:||Oh, right. PDFs. Sorry. We could. We don’t do that out of the box, actually, with PDFs, but we could. There’s no reason why we wouldn’t be able to do that. With a PDF document, if you’re talking about documents that have predefined fields, we could write a little bit of extra code to do that as a customization and what we could do is we could have the person send them to a managed mailbox. I can add a mailbox and I’ll choose to pick the [inaudible 00:35:04] one. I can say get it via POP3 using this port using these credentials and then once you have it, run this workflow process. Inside the workflow process, we could write some code, just strip the data out of the PDF and pop that into CRM, so that could certainly be done. In terms of leaping back to its customization, one of the things that we can do, we link with Reckon, we link with Campaign Monitor, we link with other unmentionable systems from competitors as well.|
We can also link with your third party systems that you have. The whole system is designed to be integrated into a business process, so even if you’ve got a website with a hand rolled shopping cart on there that you really need us to link to, then we can make that happen for you as [00:36:00] well. Let me just show you a customization. What I’m going to again do is at this time I’m going to add a [inaudible 00:36:07] and let’s say … For the sake of argument, let’s pretend we’re a finance company and what we really care about is the number of mortgages that somebody has. I’ll make this thing called a “Mortgage”. I won’t do this very, very cleanly because I don’t want to bore everybody to death, I just want to show you that it can be done.
What I’m going to do is I’m going to start adding some fields, so let’s say, for example, the first thing we want to know is who’s holding the mortgage. Instead of using a date field, I’m going to use what we call a reference field. I’m going to link that to the person and then, what I could do is add another field. Let’s call that “The Bank” because it’s easier to type than a mortgager or a mortgagee. I’ll make that a reference field as well and this time, it’s going to the company. I’ll make that the display name and I could go inside here and I could put, for example, the address. I’ve got an address from here, pop that in there and then I could put, say, a balance, which we’ll make Money and we’ll leave it there for now.
If I go to my editor, I can now say the bank, the person holding the mortgage, the address, which I’ll make that a little bit bigger, and the balance. [00:38:00] That little warning that popped up there was saying “Hey, Mike, don’t make this too tall because a lot of people have got laptops and they’re not going to be able to see the fields.” I’ll shrink that up there. Basically, this is just the record of a mortgage. Now, this could be a mortgage, it could be a pet, it could be favorite breed of dinosaurs. It doesn’t really matter. What I can now do is I can go inside here and I’ll find my contact, my person. Open it up and what I’m going to do is link the person to their mortgage, so we’ll do that first. Now I really should restart CRM before doing this, but I’m living dangerously today. It’s probably going to give me a nasty little error message in a moment, which we’ll just ignore.
If I go, mortgages, I’ll move it over here and if I have a little rustle down here, I can see all of the different things that are in here, but the one that I really, really care about is “Mortgage”. There it is. Get ready for the error message, ignore the error message and now, link this up. I’m linking the mortgage to the person, then we’ll save that off. Now, it really wants me to restart the CRM. I’m going to see whether I can get away with this. Okay. Now what I’m going to do is I’m going to do it the other way around, so I’ve got the person with their mortgage, but I also cross referenced it to the bank. Now what I’m going to do is I’m going to grab the company record and I’m going to do exactly the same sort of thing. I’m going to put the mortgages that say hold as an organization.
I’ll do it real quick, [00:40:00] add a tab and drag it over here. Exactly the same. You don’t need to worry too much about exactly how I’m doing this. I just want to show you that it can be done, so we don’t frantically be taking down notes here. I’m happy to show anyone that wants to see this again in some more detail. I’ll dock that up. This time I’m going to cross reference it, not to the person, but to the bank. At this point now, no more risks. I’m going to give you a restart because otherwise, it’s just going to go horribly pear-shaped. I will restart the CRM …
|Renee:||It’s always better to be safe than sorry. We’ve got another question there, Mike. “Can you import and export from Excel into Tall Emu and from Tall Emu?”|
|Mike Nash:||Yes, you may. We’ve got some very, very powerful importing and exporting facilities. Just before I leap into showing the results of that customization, here we’ve got full name, company type, company phone. If I bring up my field chooser, I can add, say, a website to that and what I can do now is right click and somewhere down here, I [can go 00:41:19] prepare a import. If I save that into my demo stuff folder, it saves a CSV file for me. If I go and have a look in that folder now, there are the fields, so this gives me a template CSV that I could fill in with the details. The reason why we do that is because if I were to go and import and grab that CSV file, I have to [00:42:00] go through this little wizard and [map 00:42:01] everything and show where it should go inside the CRM, which is quite silly because CRM already knows where it goes.|
What we’re doing here is we basically say, do the import, grab this file, use those rules and then it’s done the thinking for me. Then I can go ahead and import it [inaudible 00:42:21] data in that file and we can run those imports here through the user interface like that or alternatively, we can actually automate them. If you’ve got files getting dropped into a directory, we can do that, too. Unlike a normal importer, if you got this horrible Excel file that’s got companies and contacts and notes all mixed up, we can actually make that work for you. We can import a company and a contact and a note at the same time. It’s smart enough to figure out, okay, well this the third time Tall Emu’s been referenced, Tall Emu must take this, we’ll link this contact up to it. What I’ll just real quickly do now, I’ll go back to my customization, I’ll grab Melissa the cat hater and let’s give her a really big mortgage.
I can go in here, right click, New, I’ll pick a bank. I’ll just use a companies for banks, so I’ll just use WLJ Real Estate. Melissa’s holding it and she’s a kitten hater, so she can have a five million dollar mortgage. I could go and grab somebody else, David, and I’ll give him … I can’t remember which one. Did I use the real estate one? I’ll give him … I won’t bother with the addresses. Now we can see, you can have more than one mortgage per person. One thing is, this looks a bit silly at the moment because you [forgot 00:43:43] balance and address, so because it’s a standard grid, I can grab my field chooser and I can put in the person’s name, the bank name. I’ll probably do it in that order. Bank balance, I’ll get rid of address because we’re not bothered filling it in, so then we end up like that.
[00:44:00] I can save that layout and make it not look rubbish. Save it as a different one. I’ll just save over at the top. If I now go and look in the WJ Real Estate one, again, I’ve got my mortgage tab cross referenced and I can see I’ve got David and Melissa the cat hater both with mortgages with WLJ Real Estate. If I really wanted to, I could go inside here and I could expand this to have a mortgage related to a property with the property having a value, multiple mortgages against the property. You could just go completely bananas with it. The main thing is with the system is it allows us to record all of that data in a structured way that makes sense for you, so you’re not [printing 00:44:48] it all into notes. Many years ago before we had our CRM, I went to see a client and they’d spent some silly amount of money getting a six hundred page web based questionnaire developed and it was a questionnaire targeted at women and their financial health.
They’d ask how old are you, are you married, do you have [super 00:45:12], what property do you own and five hundred and ninety four other questions, which they’d gather up and give to this company. Except they only had four custom fields in their CRM, so they ended up just attaching it as a Word document, which made the whole exercise really pointless because if you’ve got that sort of data, what you really want to do is find twenty five year old single women, eighteen to thirty, within the Sydney area and then go and sell them [inaudible 00:45:37] or something like that. This is the sort of thing that our customization really lets us do. It lets us make sure we get our data as exactly how we need it for the business. Hopefully that answers the customization questions. Any more questions pop in?
|Renee:||You’ve already touched on the mobile. Someone actually asked, “Does it have [00:46:00] mobile compatibility?”|
|Mike Nash:||Yes. We’ve got Apple, Android and additionally, Blackberry and if anybody ever [asked for 00:46:10] a Windows phone, it would probably take us a week to finish that off, but no one’s asked us for that just as yet. We also have a web based CRM, which is really, really awful and ugly and basic, so never ever use it, but it is useful in certain situations because it does let us have companies’ contacts and activities. We can also synchronize the CRM to your laptop to give you an offline mode and we can also work with web forms on your website, which isn’t quite what you asked, but I’m going to show you anyway because it’s quite interesting. Basically, if you look at any website, you’ve usually got a contact form, contact us, fill this in and then we’re going to start spamming you.|
We have precisely the same sort of thing, so I’ve made earlier a “Contact Us” sample form. When I bring that form up on my screen, I give it a name. I tell it that when this form’s filled in, I’d like it to make an opportunity inside CRM and when I do so, I’d like this to be the default [foundings 00:47:15]. I’d like it to be called “New Lead From Web”. The sales type is [inaudible 00:47:21] sales, the stage will be “inquiry”, start date … I should clear that and set today’s date, the source will be website and I’d like it to be assigned to Sue. Assuming that the form is filled in correctly, I would like it to redirect to this particular Thank You page. Normally you fill a form in, you hit the submit button and then it flicks you off to a page that says “Thank you for filling in our form. We will start hassling you very soon.” That’s where you define the page on your website here.
The error page, when something goes wrong, goes in there. In actual fact, usually if something has gone wrong, [00:48:00] you’re never really going to see that page because it has to go really quite catastrophically wrong. It normally would be that your internet connection’s not working, so you’re not going to see the page anyway. What I can then do is I can grab these fields, first name, last name, primary name. Even if you’ve added custom fields on there, I can use those fields as well, so I should be able to, for example, add a new field. I won’t actually go all the way through, but I should be able to find here … “Likes Kittens”, which is a custom field we made earlier on. I can add that, which I won’t bother doing. I can save that to file and give that to my web designer.
What it basically does is it brings us a little page that looks like this and you can fill in these details. You give this to your web designer and you say, “Take that horror, make it look pretty, style it up and put it on the website.” What you can then do is they fill this in, it’ll run, it’ll punch the data into your CRM, it’ll flick the users to the Thank You page and then optionally, you can run what we call a workflow. The workflow is an automated sequence of tasks that we do, so it could be send the person an email saying we’ll be in contact soon, create the [inaudible 00:49:22] and account in Reckon, email the credit manager and ask the credit manager to assign them a credit limit. PDF a brochure based on a Word template and email that to them showing retail pricing only. Wait five minutes and then do it all.
We actually have a nice one which we call “Wait Until Working Hours”, so if somebody fills in a contact form after hours, they get an automated message saying, “Sorry, we’re closed. Somebody will deal with you soon.” Ten past nine the next working day, somebody deals with them, but actually, it’s the computer doing it. It just makes it look a little more human and so the [00:50:00] workflow ties in quite nicely with those web forms. I’ll show you an example of a simple workflow using our workflow rule wizard. For those of you that might have used the Outlook rule wizard, it’s very similar except that ours does stuff in CRM. I’ll show you. One of the more common requests that I get in customizing the CRM or any business system that I’ve worked on in the last twenty years is, “When this thing happens, could you just send me an email and let me know so I know that this thing has happened?”
Here’s how we do it. I create a new rule and I say “when a” click, so let’s say, for example, quote. When a quote is created or updated … Let’s say, updated. We change the field status when the quote meets the following criteria, so if I leave criteria blank, it happens every single time that somebody updates a quote and changes the status or I can click here and I can add a filter. Here’s all of the fields that we have on the quote, so let’s say, total amount x tax greater than five hundred bucks. I can run a workflow which is complicated. It’s like Visio on steroids. It lets us do a nice techie flowchart and have automated stuff happen or I can use a simple notify, I can pick any employee or anyone who’s related to the quote, such as, say, the assigned to, [00:52:00] notify them by email, fax, SMS, so let’s say, email, using this template. I’ll pick that template and away we go. Done.
We can do that across every single part of system. Every company contact, note, past meeting, anything that’s in there, even mortgage. I can do it when a mortgage is updated and the value of the mortgage is over half a million dollars do this. If I were to very quickly … I just realized I haven’t actually showed you quoting, so I should probably address that in my last four or five minutes. I can add a quote, I can pick my customer, pick the person I’m sending it to, I can add items, so this is pulling from the item list, have some tea, pop in a comment … Along here, what this is showing me is my stock, so I’ve ordered one, I’ve got eighteen in stock at my current location and eighteen in stock across all locations. If I was selling that from Brisbane, say, and I don’t have any in Brisbane, that’ll be [blue 00:53:23], eighteen’s in brackets. If I try to order twenty, it goes red. I don’t have enough.
I can preview my quote and bear in mind, the quote screen can be all tailored to suit your needs as well as can product. Here’s my quote. That’s what it looks like out of the box and there’s a full quote designer inside here. It’s for the [inaudible 00:53:47] designer. You can customize that to your heart’s content. You can have as many examples and any types of that to your heart’s content. I’m just going to set that price to five hundred bucks, [00:54:00] press save. What I can do as well is I can actually send the quote from here and we’ll see a log in communications. If I were to go and change the status of that quote and save … There. Hopefully, what we’ll see in just a moment is an email getting sent because we set the rule “Quote Request Approval”.
I can take that quote all the way through to a sales order. From the sales order, I can arrange a shipment of the goods. I can attach documentation, I can raise purchase orders, I can raise a project, so if you are selling services, you sell the service and then you have to do the service, we can create a project from here that will create tasks based on the services that you’ve sold, but I’m going to go straight to the fun bit and do the generation of the invoice. What’s the purchase order number? There we go. We’ll have a crack at that, generate the invoice. Now, it’s automatically approved, we can turn on invoice approval, I can send the invoice in just the same way as I can before, but this is the fun part, I can hit that button and it goes straight across to Reckon.
Even though this customer might not exist in Reckon, the product might not exist in Reckon, the invoice might not exist in Reckon, pushing that button is a one shot. Transfer the invoice, all associated products, company contact, anything we need to, across to Reckon to make this a valid entry in the accounting system. We can do the same thing with payments, so if I made a payment on here, [00:56:00] received payment, I can log a cash payment, I can physically charge right now a credit card using eWay. We’ll take the money, we’ll get the receipt and we’ll transfer all of that across into Reckon, so everything’s all nice and compliant. I think, judging by the time, I should probably [pause it 00:56:25] about there. I’ll do one last request for any questions.
|Renee:||Yes. We’ve had a couple come in. Robbie has asked, “Can you scan business cards into the CRM or do the fields need to be typed when you’re adding a contact?”|
|Mike Nash:||I’ve been asked about scanning business cards four times this week, so the answer is unfortunately, for the moment, you have to type them in. I will be looking probably next week at business card scanners.|
|Renee:||Wonderful and just to confirm for Jennifer, “Sorry. I might have missed this, but does Tall Emu work with iPads?”|
|Mike Nash:||The mobile app works with iPads. The main application itself doesn’t.|
|Renee:||Okay, wonderful. Our last question for today, Mike. “What versions of Reckon does Tall Emu work with at the moment?”|
|Mike Nash:||That is a good question. It works with the premier and enterprise versions of the desktop Reckon, so hosted Reckon unfortunately is a no go at the moment and Reckon 1 is a no go at the moment because neither of those products have an interface that we can talk to at this point. Although, the techies at Reckon do assure me that that’s being worked on.|
|Renee:||Yes, with Reckon 1 evolution. It’s the new platform, so hopefully soon, that’ll be a doable thing. Oh, wonderful. Okay. Well, that concludes our [00:58:00] webinar for today, guys, as there’s no more questions. We have recorded today’s session for you, so if you think of any other questions or you’d like a link to this particular recording, just email us at [email protected] Mike, do you have an email or your contact details you could pop up if someone wants to contact you?|
|Mike Nash:||Yes. Give me a moment.|
|Renee:||While Mike’s doing that for you, guys, just remember it’s [email protected] You can see Mike’s popped his email up there for you. Again, if you want those contact details, you can contact us or Mike directly. Okay, so you can see it’s [email protected] or you can jump on the website. Thank you so much, everybody, for today and we hope to see you again in another webinar. Thanks, Mike.|
|Mike Nash:||Thanks, everyone. Cheers.|