Today we're going to break down some scenarios that could give you some ideas in how to incorporate the secondary modules of your SugarCRM to create intricate automated workflows and help the efficiency of your business. Now before I begin, there's just a few things I'd like to highlight to ensure that workflows such as these fire off correctly.
- In order for these workflows to work, your team members will need to be diligent in making the necessary input changes within the modules. Everyone needs to be on the same page.
- If team members make accidental status changes that would put a record into a workflow that they shouldn't be in, they need to notify you immediately so you can apprise them what to do (change status back, etc.)
- Records enter into a workflow once. If a mistake is made that prematurely puts them into a workflow, that's ok. Clone the workflow, and make necessary changes so that the specific record/s will be put through, or in the alternative, handle it completely in-house.
Here's a scenario: Let's say you have your sales reps making calls to prospective clients. They log calls as not held, and also indicate the success level of the call via a custom data field you've created within the Calls module. If the call goes to voicemail, or just isn't successful, your rep will label the call from a "planned" status, to a "not held" status, and also indicate in the custom data field the success rate of the call, let's say "unsuccessful". So, what typically happens is, the record will be moved to your senior sales reps to try to close the deal. Here's a workflow that can accomplish just that. You create the condition block of Call-->stauts equals Not Held and also include the custom data field (success rate)-->equals unsuccessful. If these criteria are met, you'd like to assign the record to your senior sales reps, alert them, then create a new call for them in SugarCRM. All they have to do is log onto their SugarCRM to see what's on the docket, and then make the necessary calls/status changes when the call is completed. The completed workflow is shown above.
A lot of companies will interact with customers face-to-face at some point during the sales cycle. For this example, the face-to-face is the last link in the chain. Wouldn't it be nice to be able to send something to the client after you've met with them and they wind up purchasing from your company. Best way to keep this is by making a Target List of all records you're looking to meet face-to-face. Then of course, once they've purchased, you no longer want to market to them again until the next time around when you'd like them to purchase again with you. So this workflow fires off once the rep logs the meeting as held and the system recognizes the record as being part of the Target List. Once that happens, a thank you for purchasing email will be sent to them, then they'll have an INBOX25 tag of "Successful Meeting" attached to their profile, and then they'll be set as an inactive record, no longer counting towards your Pro Marketer active record limit.
Another useful workflow I found involving contracts, is being able to put records through a workflow based on the date a contract was started. For this example, if a contract is created with a start date of after Dec 31, 2013 and is a CEO, I'd like to put them through a 4 email nurturing campaign, with an email being fired off once a week. These emails will include updating the client on their contract status as well as giving them updates on the business world that pertain to them. This workflow is also targeting any contract created after 2013.
For users that use quotes in SugarCRM, this workflow is for YOU! :). So, if a quote is in the negotiation stage, perhaps you'd like more information from your record so you have all the up-to-date info you need to be able to close them. So in this example, I'm going to send an email to all quotes that are in the "negotiation" stage. This email will contain a link to a landing page that I created within INBOX25. I'd like to wait 1 week, then to whoever converted on the landing page, I'd like to update a custom field in SugarCRM of "Estimated Success Rate" then I'd like to increase the record's score.
Opportunities are probably the most commonly used secondary module of SugarCRM. Being able to not only track opportunities, but also able to interact wit them based on certain operators is key to making the sales process more seamless. For this example, my company would like to target all Opportunities that will expire in 30 days or less, and reassign the records to my crack sales team, thereby increasing the likelihood of successful sales. So I chose the expected close dates, and I'm targeting any opp expected to close from Oct 1-Oct 31. I want to add them to my "Recycle" Target List (a list comprising of all sales close to expiring), then I want to assign those records to the agents, in a round robin fashion, then I want to alert them and create a task in SugarCRM to notify them to reach out to these records to try to close them before they go cold.
Support Cases is a module in SugarCRM that is available if you'd like to funnel your support through SugarCRM rather than a 3rd party application. For this example, I'm a company that handles support issues through several different countries, but have launched a new product in the USA, so there is an initial wave of support requests that are inevitable to come through. So what this workflow will do is, if a record is located in the USA and has a support case that's been closed; first I'd like to send them a thank you for submitting a ticket email. Then I'd like to add an INBOX25 tag of "Case Closed" and then add them to my Cases Closed target list. Finally, I'd like to set the record to inactive, because this is a support issue and I will not be nurturing the record getting them to buy.
That's all I have for now folks. Look for the next tip/trick, which will be using the secondary modules in automated workflows, part 2.