Archive for April 2010

LeadMaster gathers steam in new industry segments – education and debt settlement.

April 29, 2010

Recently LeadMaster has begun to add a significant number of new clients in the education and debt consolidation industry segments.

In the education market the challenge has been to find, track and communicate with prospective students from the time before they’re eligible to enroll through their first tuition payment.  With tens of thousands of prospective students to track, the task becomes almost impossible without the right tool.  The LeadMaster solution is a perfect fit because of features like:

With LeadMaster’s record assignment ability, prospective students can be automatically routed to the admissions staff most qualified to work with them.  The results have been impressive so far with education users growing rapidly.  The ultimate goal of these institutions is to have more of the most qualified students attend.  Admissions departments use LeadMaster to keep track of prospective students and help differentiate their school with the ability to personalize messages and, in a professional way, stay in touch with and recruit prospective students.

Debt settlement and debt consolidation have become big business because of the flagging economy.  This industry faces some unique challenges for which LeadMaster is ideally suited.

  • The LeadMaster business rules engine routes the prospective customer to the appropriate debt consultant.
  • The LeadMaster custom forms provide unlimited options for recording the exact information required by the processing team to track client activity.
  • The LeadMaster automated checkboxes allow representatives to make complex updates to a customer record with just two mouse clicks.
  • The LeadMaster workflow automation and email system automates much of the regular communication with customers.
  • LeadMaster’s ease of learning and use helps the industry’s businesses quickly train and mobilize its rapidly growing work force.
  • Much of the interaction with customers happens through a call center, so the LeadMaster click-to-dial feature and telephone switch interface provide productivity gains for the debt consultants.
  • Finally, LeadMaster’s ultra-competitive value proposition makes a full-fledged CRM attainable from SMB’s to large enterprises.

The entire process has been computerized with LeadMaster.  No more paper, it’s all electronic.  By making everything electronic, searching and sorting happen instantly with a click of the mouse.  LeadMaster is delivering a complete solution for companies large and small to help manage the day-to-day business in the fast-paced debt settlement industry.

LeadMaster CMO Andy Brownell says, “LeadMaster has traditionally been strong in the manufacturing, insurance, high tech, real estate, call center, healthcare, mortgage and small business segments. While we haven’t specifically targeted these new sectors with our traditional marketing efforts, our robust suite of features, our powerful value proposition, the client’s ability to private-label the solution and no long term contracts make LeadMaster an excellent fit with education and debt settlement industries. These features make our solution attractive to virtually every industry, and LeadMaster is committed to expanding our solutions for Education and Debt Settlement organizations.”

Brownell sees the results of the upswing in these market segments as a natural result of market forces, continuing, “Studies have shown that cloud computing can cost up to 85% less than traditional IT-built applications.  The average cost of a single IT person can pay for over 100 LeadMaster licenses.  You can see how costs for traditional IT solutions quickly escalate when adding hardware infrastructure, software, maintenance, facilities and operating expenses, etc. versus the pay-as-you-go SaaS model LeadMaster employs.   The variable cost of paying only for what you need and no long term contracts is a natural for not only these market segments but any business during these economically challenging times.”

Cloud computing is rapidly developing into a significant component of the IT market.  According to IDC, cloud computing revenues are forecast to hit $42 billion by 2012.

 

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LeadMaster Dashboard – Key Performance Indicators at-a-glance

April 23, 2010

I was demonstrating the LeadMaster Lead Management solution the other day and referred to the dashboard.  The person I was speaking with asked me to explain why I called it a dashboard.  I thought it might be good to review why we call it a dashboard.  Just like the dashboard on your car show your the critical functions of your automobile, the LeadMaster dashboard shows you up-to-the-minutes sales & marketing results in the Sales Lead Management and CRM system.

The LeadMaster dashboard is completely configurable.  So if you’re a sales manager you may want to see how many proposals have been sent.  If you’re a marketing manager you may want to see the webinar campaign status.  If you’re an executive you may want to see a forecast.  The point is different users have different Key Performance Indicators (KPI’s).  LeadMaster let’s each user configure their dashboard the way they want and it updates the charts in real-time so you’re always looking at the latest information – 24/7.  Here’s an example of the analytics available in the LeadMaster dashboard.

Sample LeadMaster Dashboard

Sample LeadMaster Dashboard

All of the charts on the LeadMaster dashboard have ‘drill down’ capability.  Anytime you want additional detail all you have to do is click on any part of the pie chart and you’ll be taken to a spreadsheet-like page that shows you the details behind that chart.  You can drill down further by clicking on the account in the spreadsheet-like page and the system will display the account details.  You can drill down further to contact information, opportunities, quotes, etc.

The dashboard provides a quick and easy overview of various performance metrics at a glance.  Because they are real-time indicators they elminate the need for spreadsheet charts and reports.  The real-time reporting also provides the user with an indication of areas that need additional focus or improvement.

For example, this is a report that shows the number of attendees who are confirmed for an upcoming webinar and where those attendees are coming from.  This was created by going to the search engine, searching on ‘campaign’ and reporting on ‘lead source’ which produced a spreadsheet like report.  It was turned into a chart by clicking the ‘chart result’ button and then it was saved to the dashboard by clicking the ‘save to dashboard button’.

Sample Webinar Attendance Report

Sample Webinar Attendance Report

Here’s a sales stage report showing the current deals that are being worked – how many are approved, how many have a proposal etc.

Sample Sales Stage Report

Sample Sales Stage Report

This is a sample report that shows where the sales leads are coming from by industry.

Sample Leads by Industry Report

Sample Leads by Industry Report

These reports are just examples of what can be added to the dashboard.  There are dozens of pre-configured reports and there’s a report wizard so that you can create you own reports and save them to the dashboard.

Additionally there’s a shortcut drop down that allows you to save reports for quick reference that you use regularly but might not want on your dashboard.

 

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User Hierarchy Explained

April 21, 2010

We’ve had requests to explain the way the internal security allows different groups of users access to different records and how some users can see other users records.  So here are specific examples of how to configure LeadMaster for various types of organizations and roles.  You’ll also find specific instructions on how to change the labels in LeadMaster to accurately reflect the type of organization you want to create.

Access to records is divided first by workgroup, then by user hierarchy.  Depending upon a specific user’s role, the number of records the user can access or view in the database will vary.  Here are some of the most common structures within a LeadMaster WorkGroup: (Please access Administration and view Groups, Acct Mgrs, Partners, Partner Reps as a reference point for the following.)

1.  The one-tier hierarchy would be typical of a small organization. A company with sales managers who work with their sales reps directly would exemplify this kind of configuration.

This is an example of a single tier hierarchy of users.

This is an example of a single tier hierarchy of users.

  • In this case, you would turn off Partners and Partner Reps and re-label the default Groups as “Sales Manager” and Acct Mgrs as “Sales Reps.”
  • Renaming labels can be done under “Customize Pages” and Saving As. Remember that all workgroups under your database will be assigned these labels.

2.  Multiple-tiered hierarchies mirror organizations that partner with and sell through a franchise, dealer, reseller or channel. In this model, individual reps are overseen by managers, who may be overseen by other channel, or partner, managers.

This is an example of a multi-tier hierarchy configuration.

This is an example of a multi-tier hierarchy configuration.

  • In this situation you would turn off the default Acct Mgrs; Groups would be renamed “Channel Manager;” Partners and Partner Reps would remain the same.

3.  Expanding on the previous example, in larger companies there may be sales managers who preside over the aforementioned channel managers. The channel manager works with a network of third party organizations who in turn sell to the end user client.

This is an example of a multi-tier organization in a large company.

This is an example of a multi-tier organization in a large company.

  • Groups is renamed “Sales Manager.”
  • Acct Mgrs is renamed “Channel Managers.”
  • Partners and Partner Reps remain the same.

4.  Another example of a multiple-tiered hierarchy would be a larger organization that has sales divisions and/or regions.  Typically the Marketing Department and Inside Sales / Call Center have visibility into all of the records as is shown here in this example.  One or more executives would have access to the entire organization or group.

This is an example of a multi-tier, multi-channel organization.

This is an example of a multi-tier, multi-channel organization.

  • Executives would be classified as Administrators. You would configure their abilities to see workgroups and records individually under Logon Management.
  • Marketing Departments and Call Centers would be classified as Global Users. You can configure this as a security setting under Security Levels in Administration. Then assign this to all users in the marketing department/call center under their Logon Management.

One note about the graphic – you may think that the partner reps and account managers are the same level.  Don’t.  Look at the hierarchy in relation to the person above not necessarily the person to the side.  Each vertical group can only see their own records.  The higher you go the more you can see.  Leads can be routed and distributed throughout the organization.  Many LeadMaster users may not realize it but these assignment features have been available in the application since 2000.

 

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New Feature – Searching Custom Forms using AND or OR

April 16, 2010

You probably know about LeadMaster’s custom form technology.  It allows you to create a page that holds database fields so that you can have pretty much any data you want in LeadMaster.  Here’s an example of a mortgage application and a healthcare survey.

Mortgage Application on a LeadMaster Custom Form

Mortgage Application on a LeadMaster Custom Form

Notice how you can have drop down menus, check boxes, radio buttons, text areas, date fields etc.  You can create these custom forms using a point-and-click interface.  No programming.  No HTML.  Just point and click.

Healthcare Survey in a LeadMaster custom form

Healthcare Survey in a LeadMaster custom form

You’ve always been able to search custom forms as part of the search criteria in the search engine (along with things like campaign, account manager, partner rep, geography, sales stage, forecast date, SIC code, lead status, unique ID, DUNS,  marketing program, lead source, date ranges for things like marketing activities / close date / contacted / assigned / and call back etc.

Now when you search custom forms you’ll be able to specify whether you want the search to be performed as AND, meaning that the data has to reside on the custom form AND the other search criteria.  Or you’ll be able to specify the search should be performed as an OR, meaning that you’ll see data if it resides on the custom form OR the other search criteria.

Additionally you can search multiple custom forms and specify AND / OR not only between custom forms and other criteria but between custom forms as well.

Searching Custom Forms User Interface

Searching Custom Forms User Interface

We hope you like the additional functionality.

We hope you like it.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

New Feature – pURLs

April 13, 2010

As you know LeadMaster has a variety of email features built-in: single email messages, mass marketing email and lead nurturing email.  Now there’s a new feature available for all the built-in email functionality in LeadMaster – pURLs.

Why use a pURL?  Because you can personalize the email for this individual person.  This is especially effective if you are marketing to multiple market segments.  You wouldn’t want to send the same message to a channel partner as you would an end customer.  Right, so use a pURL.

Taking advantage of this new feature is a two step process.  Step 1 –  simply enter the pURL in one of your database fields.  Step 2 – using the Leadmaster email editor simply use the merge tool to insert the contents of the database field which contains your URL and voila – it’s a hyperlink when the email is sent.

Here’s a screenshot of the LeadMaster email editor with two fields inserted – the contact’s first name from the record (Ben in this case) and the pURL from one of the fields in the contact record (the URL is http://www.LeadMaster.com in this case).  Notice the ‘Insert Merge Field’ drop down menus.  That’s where you select the fields you want to insert.  Position your cursor at the appropriate spot in the email and click insert.

LeadMaster email editor with pURL

LeadMaster email editor with pURL

And this is what it looks like when I open the email.

An example on an email with a pURL

An example on an email with a pURL

More good news.  This new feature also works with LeadMaster workflow automation.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

LeadMaster Voice Adds More Choices

April 8, 2010

Now you can use your LeadMaster Voice softphone with Skype, Vonage and MagicJack as well as the original seven VOIP providers.


Free Download


The LeadMaster Voice digital softphone is integrated with LeadMaster so phone numbers in LeadMaster are now live links. While you’re using LeadMaster with Internet Explorer, just click on the phone number in the LeadMaster CRM and your LeavMaster Voice digital softphone dials the number. LeadMaster Voice is a much more efficient and accurate way to dial numbers compared to dialing by hand.

This enhancement is a great productivity booster for the LeadMaster online lead management and sales CRM system.


The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.

LeadMaster – April Newsletter

April 7, 2010

The April Newsletter is available.

 

The all-in-one solution for managing leads and customer relationships, automating marketing, email marketing, call center and inside sales.