One of the reasons you decided to use a CRM was to track interactions with your clients. But now that you have tracked that meeting, when do you need to meet again next? Or when should your next email to the client be sent? By using InTouch, those future dates are calculated for you based on when the Last Contacted On (LCO) date was, and what timeframes you have set for the Relationship.
Example:
Here is an example with three tiers of clients with two types of interactions:
So, in the example above, with InTouch set up, 180 days after you complete a Tier 2 Client conversation, your CRM will alert you that you need to call them again, based on their Service Level. You can also use this data in List Views and Dashboards to create a list of client reachouts that need to be accomplished.
We also have this functionality available on Contacts, Opportunities, Leads, and custom entities.
What does it look like?
Each Relationship or Opportunity record should have a field that shows the Service Level of the record.
Within the Administrative section, you can display fields that show your Review Frequency information, and Last Touch Type information.
Contacts and Leads will show a section with Last Touch Type information.
What do we Recommend?
These Activities, when marked Complete, determine whether the LCO should be updated:
- Meeting
- Phone Call
Custom Activities can also be used to update LCO.
When a user creates a new Activity, the following field should be filled out to generate data-enriched Service Level/LCO records:
- Related To - Linked to the appropriate Relationship or Opportunity records
Depending on your Activities settings, you now have the ability to modify which Date and which User will be used for the LCO.
See this article for more details on the LCO settings in Activity Settings.
The following frequencies can be set for Email and Conversation:
- 1 Week
- 2 Weeks
- 1 Month
- 2 Months
- 3 Months
- 6 Months
- 9 Months
- 1 Year
- 1.5 Years
- 2 Years
- Custom (User must specify number of days in required field)
The following frequencies can be set for Review available on the Relationship record:
- Monthly
- Quarterly
- Semi-Annually
- Annually
Notes about InTouch
- When defining the frequency for an Email or Conversation, you can select either a list of preset options or create a custom frequency in number of days.
- When you create and mark complete an Activity, LCO will be updated on the Related To records of the Activity.
- LCO will only be updated if the data of a new Activity is greater than the current LCO. For Example: If LCO on the Alex Relationship is 2/24/2022, but a Phone Call was completed with a date of 2/20/2022, the LCO fields will not be updated since it's not a more recent date.
- Last Email will display the most recent message date that was sent or Replied To. Incoming emails do not count toward LCO.
- Based on the Activity Settings, system administrators can select which activity types will count toward Last Conversation, Last Review, and Last Email.
- Adjusting the settings on your Service Level Frequencies, or the Service Level on a record will not adjust the LCO date automatically.
For more details on Activities Plus and LCO settings check out this FAQ.
Watch this short video on how to use Intouch.
