Go here for full transcript or go here for the Question and Answer sections. Please note that the transcript is not 100% perfect and will contain errors of spelling and grammar and just incorrect heard words.
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: “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?
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] “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: “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: “Can I integrate PDFs that have areas where data can be entered with customer details?”
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.
Renee: “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: “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: “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: “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.
NOTE: Since time of publication this information has changed. Tall Emu Web CRM supports Reckon One, and Reckon Accounts Hosted is being added.
I have worked with the Tall Emu system for over four years in two different businesses…the team and software have been outstanding. Brett Etchells, Business Development Manager, Premier Group
Tall Emu have always produced everything they said they would and the results have certainly exceeded our expectations. Ash Collins, Director, Tuff Stuff Australia
Tall Emu offers unparalleled customization at its price point. Adam Pope, Managing Director, Fabulous Catering
Tall Emu CRM has a very intuitive interface and it’s easy to use. It has been very reliable in the three years I have been using it, and it is very customisable. David White, Director, Digital Kiwi Ltd
We absolutely love our new website! Not only does it look beautiful, but it also is technically superior and incredibly functional, as it interfaces with our Tall Emu CRM. Samantha Peters, Sales and Marketing Manager, Pastabilities
Tall Emu have a wide range of experience in the development of business systems which has proved very valuable to Firstfolio in enhancing our business automation and online systems. We would highly recommend them. Linda Cooper, Firstfolio
What’s especially impressive about the talk and actions emanating from Australia-based Tall Emu is a strong corporate culture that values communication, honesty, a willingness to talk openly about problems, a responsive attitude, open-mindedness, and respect. Scot Finnie, Editor in Chief, Computerworld
It is important we get high quality systems to keep up with the rapid growth and demands of today’s business needs. Tall Emu consistently delivers on this with its very flexible, powerful, adaptable capacity. Brett Etchells, Business Development Manager, Premier Group
Yes, I would definitely recommend Tall Emu CRM. They are honest, reliable, hardworking, do what they say. It is great being able to deal with the Principals rather than staff who keep changing. We want them to be in business for a long time. Sharon Austin, General Manager, Peer Support Australia
Tall Emu developed a superior reporting solution that exceeded our company’s objectives and expectations. Their expert guidance through the project was invaluable. Rachel Pirie, Group Director of International Sales & Marketing, Staywell Group
The Data Driven Lifecycle
Our powerful CRM solution acts more like an ERP – not only does it increase the profitability of your business, but it streamlines the lifecycle processes in your marketing, sales, accounting, and service divisions.
It’s possible to have your website send webform data or shopping cart sales directly to your CRM; automatically. You can also have product data, pricing levels from CRM published up to the web.
We remove redundant data entry and we can even send completed sales to your accounting systems. In addition we can show you how people found you so that you can have full lead and sale attribution reporting so you’ll know where to spend your marketing dollars.
Our powerful automation tools let you schedule rule-based follow up of your sales leads, including emails sent directly to the lead on a drip-feed, or reminding your sales team to follow up (inlcuding automatically scheduling calls).
Automate proposal & quote creation in MS Word mail merge – dynamically populated Word proposals. Writing proposals is a tedious task so it makes sense to create a template and change the bits that are relevant to the sales opportunity and customer’s needs.
The faster you get back to prospective clients, the more likely your quote is to be accepted. Tall Emu CRM streamlines the quoting process, and if you are currently quoting based on formulas in Excel spreadsheets we can streamline this and make it go away.
You can even track when someone starts looking at a quote – perfect for long sales cycles.
If re-keying of data between databases, excel spreadshets and your accounting system cause inefficiencies in your business, Tall Emu CRM can help. We link with Australian banks and all major Australian accounting companies to eliminate the re-keying of data.
Our powerful CRM solution includes automated invoice reminders sent from your CRM directly to your clients.
Asking people to pay their account works – take this repetitive task away from your team and have the system do it for you, saving time and money and ensuring it is done.
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