Reach-Out CRM
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Reach-Out and DID Technology (Data Integration Dynamics) Configurating and Building your Database Text Field –Single and Multiple Values Calculations and Logical Equations Addition of Second and Third Level Tables Security and User Access Limitations Telephone Diary and Call Coordination Flashing Messages and Message Diary Document Archives and
Document/File Management Software Function Assistance (Tool Tip Text) Reach-Out with DID Technology (Data Integration Dynamics) Reach-Out
with DID Technology is a user-level
CRM configurator for projects in CRM and Information Technology. CRM
is a tool that is all about the customer. Customer care and services are not
standard and rigid procedures by nature. Finding
and keeping customers in the competitive business world requires an
innovative perspective and a flexible software solution; needs will change,
new ideas may be presented at board meetings, -- your software solution
should allow dynamic decisions and new ideas to be easily incorporated into
work processes. A
flexible, user-level solution that can implement changes instantly increases
your organization's competitive edge and efficiency. Organizations working
with traditional CRM solutions are forced to waste time and resources to fit
their software to their business demands. An inefficient software solution
reflects an inefficient business, a business where programmers and not
marketing staff determine the nature of their work processes. Dependence on
programmers can compromise business performance and limit creativity. A
CRM system should be selected by the marketing or sales director. It should
be a clear solution that can fulfill immediate demands. If you are depending
on programming staff to choose your software, the result will be an
inflexible solution that can damage your future business achievements and
limit your creativity. If
every change is a long process, the result is creative degeneration and the
lack of business development. Reach-Out
offers user-level technology designed to develop creativity and a competitive
edge. This can make all the difference between your competitive ability and
that of the other
companies. Many
software solutions advertise flexibility – but these are mostly only on a
cosmetic level. Complicated processes require intervention of the technical
staff. Any marketing software offering
a standard configuration, even if it is software devoted to a specific field,
cannot fulfill its potential. Marketing processes are essentially dynamic and
creative processes. Here we can
distinguish the difference between you and your competitors– or are you
really any different at all? This
is the reason that ERP software has not succeeded for the most part in their
marketing software. The ERP version of CRM is a debilitated solution that can
only weaken your achievements. At
Reach-Out we believe that CRM software should be created by those people who
live and breathe marketing. Reach-Out is designed and developed by marketing
and information management experts; our professional technical staff develops
the software according to their guidelines. That
is the reason that we specialize only in marketing and information
management. Reach-Out
with DID Technology allows your
company to build the database that perfectly suits your business. It is
possible to create an unlimited number of databases for different departments
or workgroups within your organization. Reach-Out provides solutions beyond the traditional conception of CRM. Reach-Out can be configurated for CRM, Help-Desk, Call Center, Personnel Management, Marketing, Sales, Telemarketing, Risk Management, Research and Development, Customer Clubs, Libraries, Car Pool Management, Real Estate, Information Management and much much more. In fact Reach-Out can provide solutions for almost any requirement within the field of information technology. Configurating and Building your Database Creating
a database is a relatively simple procedure yet it requires a number of
meetings in order to analyze the needs and work processes of each individual
organization. By the first meeting, the database is configured and the client
is invited to become acquainted with the software and reflect on any changes
that could improve future work processes. Although technically the software
can be created in minutes, once the client is more intimately acquainted with
software and its functions, changes can be made in order to create a more sophisticated
solution which will be integrated more smoothly and efficiently into your
organization's workflow. The
better your solution is fitted to your work processes, the better the chances
of completing the implementation process quickly and efficiently Traditional
CRM systems include a written configuration report, outlining the system
requirements. These reports are long, complex and involve large amounts of
time and energy. The reason for such a report, besides outlining the system
requirements, is the high cost of system development. However, despite the
resources invested in them, these written reports remain fairly basic. This
is because of the limitations involved in the writing process. Reach-Out
allows immediate expression of ideas within the software configuration, and
thus enables a higher level result in a shorter time. Changes and corrections
are also implemented immediately. This technology leads to significant
savings in software costs. The savings are so great that often the design and
implementation of Reach-Out costs less than that of a written preliminary
report under the traditional system. The
human mind is not accustomed to finding immediate solutions; only repeated
work processes are helpful in improving technology. We
call this system "Multi-level Thinking"—meaning primary thinking,
and immediate implementation. This is followed by analysis of the situation
and immediate implementation of any revisions—followed by further analysis of
the existing situation and immediate implementation of further revisions,
etc. One
example of this system is that of computer processors. Years of work of the
best minds were involved with developing faster and better processors. New
ideas constantly allowed faster and more powerful processors to be developed. Compare
Pentium 1 with Pentium 4—the speed of work is completely different. Today we
can only throw Pentium 1 processors into the garbage. Reach-Out
allows you to configure your software solution using "Multi-Level
Thinking", allowing your organization to constantly improve its business
achievements while saving significantly on organizational resources and
overall system costs. An integral part of the process of database configuration is the use of system tools as part of workflow. Reach-Out has a wealth of tools and functions, all available to every user. Among the most frequently used tools are: Default Settings: We
can set certain values as default settings, these values will appear
automatically every time we open a new card. You can reset the default values
at any time. For example, we can set the current time, date and selected
contact person to appear automatically every time we open a new card. Compulsory Fields: Compulsory
fields are fields that must be filled. If these fields have no data, your
card will not be saved and the user will be notified that a compulsory field
must be filled in. This tool gives you insurance that your data will
comprehensive, and workflow processes completed. Users cannot skip or forget
to enter data in these fields. Compulsory
fields are intended for information that you consider vital, such as e-mail
or telephone numbers. A customer card cannot be created without this data. Every
folder can have different compulsory fields. For example, in the price proposal
folder, we can designate "priority" as compulsory. In
addition to permanent compulsory fields, there are also related compulsory
fields. Related compulsory fields become compulsory, when certain values are
entered into certain other fields. In this way, if in the price proposal
folder, "Rejected" is entered into the "Status" field,
the fields "Rejection Reason" or "Competitor" can become
compulsory. This
tool eases the implementation process, and insures that the information you
view as important will be entered and saved in your software. Text Field Control: Every
Text field has a Combo Box value table. This value table allows users to
choose a value instead of typing, eliminating typing errors and insuring the homogeneity
of the data. Every text field can be locked, partially or fully, or left open
to allow users to enter new values into the table. Certain fields may be left
unlocked, for instance "Address" which needs to be typed in and not
chosen from a list. Locking
text fields is simple and takes seconds; locking text fields will insure the
homogeneity of the data and allow your data reports and statistics to
accurately reflect your data. In
general we recommend locking all fields and allowing the system manager to
enter changes when necessary. Text Fields— Single or Multiple Values: In
every text fields we can determine if the user will be allowed to choose
single or multiple values. A single value is recommended for certain fields
such as "Status", as the same customer shouldn't have more than one
status, and certainly not "Open" and "Closed" at the same
time. Defining the field as a single value field can insure the data entered
in your software will be correct. Related Text Fields: The values in the text field table may be dependent on the value chosen in a different field. For instance if we choose a Model from Model Type, the values in the Model Accessories table will be those associated only with the Model in the Model Type Field.. Calculations and Logical Equations: Reach-Out allows you to include calculations and logical equations in your workflow configuration. Reach-Out offers a wealth of options in this field, below are a couple of the most popular tools: A. Related Compulsory Fields: In
this option, if a certain field value is chosen, the related field will
become compulsory. It is possible
to create as many equations of this nature as needed. This insures that all
users will enter all required data. B. Related
Hidden Fields: This option allows only those fields relevant to the chosen field value to appear. For instance if we choose the subject Literature in one field, fields unrelated to Literature will disappear. If we choose Meetings, only the fields relevant to Meetings will appear. C. Field
Related Calculations: This option embeds calculations and logical equations as part of your workflow. For example, you can set: If the Proposal Status field =Closed, the date and name of agent will be entered automatically, or If the number in the Customers Debt field is greater than 0, create a notice about the size of the client's debt. Add/Delete Fields: As part of the flexibility of Reach-Out, System Managers may add new fields or delete unwanted fields. Even in existing databases, it is always possible to add new fields and determine field type. There are a wide variety of field types available, depending on the type of data required. Field
type and the type of values entered into it will influence the type of
reports you can create. Adding
and deleting fields is simple and does not require specialized knowledge.
This can also be accomplished using our telephone support service. Addition of Second and Third Level Tables: Reach-Out
allows unlimited addition of second and third level tables. For instance in
order to open a table for complaints, we will open it as a second level table
within the customer card. In this table we can enter the history of this
customer's complaints. Other second level tables can compile data on subjects
such as conversations, meetings, price proposals, exhibitions, payments,
computers, software or any relevant subject. Each table allows quick direct
access to the history of customer activity and the ability to quickly add
additional documentation. Each
customer card thus includes many aspects of customer treatment, allowing all
data to be quickly available within the customer card. In
addition, we may add a third level table to every second level table in the
event of multiple entries in a card of a second level table. For instance if
we open the complaints table for a certain customer we may find that a
certain complaint required multiple responses. The various treatments or
responses for each individual complaint may be found in the third level
table. Security Tools: Reach-Out offers a wide variety of security functions. Security serves to preserve existing data, prevent damage to data and prevent or limit access to certain data. Security Tools include: A. User
Access Control: Reach-Out uses two levels of user access as its primary security base. Each user is determined as User or Administrator. Users may be designated into Groups with security settings. Each Group can include as many users as needed. Every new user added to a group will be defined by the security settings of the group to which they belong. In addition to security access, group settings also influence hidden fields, read-only fields, menu button security, user restrictions and more. B. Menu Button Security: For each user, or user group, it can be determined to which buttons or program functions they will have access. By hiding buttons and icons, the use of the software is simplified and tailored to fit each user and security level. C .Hidden or Read Only Fields: For each user and group, fields may be hidden or read-only. In the latter option, users can view data but cannot change it. In the first option, users will not see the fields that have been designated as hidden. D. Restriction
Cards: For all cards in Reach-Out, access may be restricted or partially restricted for specific users or user groups. For example, multiple branches of an organization may work on a single database; using restriction cards we can prevent or limit access of each branch to data of other branches. All employees of the branches will work on a single centralized database, yet the employees of each specific branch will view only the customers and data pertinent to their branch. Executives with higher level access will be able to view all of the data. Reach-Out
has been designed to allow the greatest ease of implementation, change and
integration into everyday workflow processes.
In addition to the previously mentioned tools, Reach-Out provides
advanced tools for analysis of the processes managed within Reach-Out. The
following is a brief summary: Query List: Queries are the central tool for data analysis. Each user has a set of prepared queries. Opening these queries recreates the query online presenting the most up-to-date data in the database. The system administrator can create fixed queries for each user as part of the workflow process. Query Configurator: Reach-Out
has an internal query configurator. Queries can be created on the user level,
according to any combination of definitions desired. Reach-Out features complete
Data Mining tools to allow in-depth analysis of the data. Queries
are created in two stages. In the first stage the categories of the query are
determined. Fields and Table Values may be selected, as well as conditions,
or partial conditions in order to define the parameters of the query. In
the second phase, we determine which information will be displayed in the
report. Each
query is named and saved in the query list for the user who created the
query. In addition, the system administrator may create a query and
distribute it to other users or user groups. The system administrator can
easily create different queries for thousands of users. The query data can be
used for advanced analysis, printed out, or exported to Word, Excel or Excel
Templates. Statistics and Count Queries: The
queries present data, but, in some cases, we may want to a numerical summary
of certain events. For
instance we may want a numerical summary of how many price proposals were
closed in the last month, how many opened, how many rejected etc.; we may
want to see the distribution per sales representative. The
Count Query Configurator analyzes and presents numerical summaries. Users can
create vertical, horizontal or three dimensional graphs. Using
the Count system, a table of all the requested data is presented with
numerical summaries. Clicking on the each value will display an itemized
chart showing the specific details of each entry. The chart may also be
quickly transferred into graph form. The graphs can be easily exported to
Word or Excel to be added to an existing document or for further editing. The
Count system also allows statistical quantification of values by grouping, by
numerical values to find averages, lowest and highest values etc. System Functions: The
query is a central tool in Reach-Out and is made use of by many other
functions within the software. Reach-Out
is a singular integrated tool without separate modules. Unlike other software
solutions that market different software tools separately, Reach-Out is a
unified solution which combines all the functions required for efficient
workflow within the database unit itself. Reach-Out has built into its
solutions all tools required for project completion, including tools that may not be needed at the start of a project.
It is important to plan ahead, taking into account that tools that may seem
extraneous at first, may later prove to be important or vital for the success
of your projects and everyday workflow. Meeting Diary: Reach-Out
features a built-in meeting diary. All users have their own meeting diary. As
a CRM solution, Reach-Out's meeting diary is not separate such as in Outlook,
but is connected directly to the customer data. Information about meetings appearing in the
diary can be viewed within the customer card as a separate table. The meeting diary shows meetings daily,
weekly or monthly for each individual user and includes Drag and Drop
features for ease of use. Several meeting diaries can be viewed simultaneously.
In order to analyse the information in the meeting diary we can make use of
the Meeting Queries, or, if the Meeting information is included in the
Customer Card Data, through the general query function. As a result, meetings
and their outcome become an integral part of the office workflow. Full
synchronization with Microsoft Outlook is available for users working with
Outlook Diaries. Price Lists: Reach-Out allows the creation of multiple price lists including the flexibility to determine the fields within these lists. Different price lists may be created with different fields. Reach-Out CRM allows full integration of price lists within the general database; once a product is chosen from the price list, al the relevant data may be included in the customer card. Telemarketing and Call Texts:
Reach-Out includes telemarketing functions such as call scripts, questions and answers etc. Reach-Out provides a screen with subjects. Once the subject is chosen, the screen presents product pictures, if required, as well as typical questions and recommended answers. This
tool can serve as information center for your organization. Its purpose is to
provide answers and information for new workers and new subjects. Reach-Out's
E-mails and merged letters can
be easily sent to groups, based on Reach-Out query lists. Reach-Out's Reach-Out's technology provides you with all the
tools necessary for sending and receiving e-mails, while automatically
documenting this information in each customer's card. Contacts: Contacts are an important part of the Reach-Out CRM system. Contact cards are recorded in a built-in module including a picture display for each contact. Contact data is also displayed in the customer database using the Contact field; the Contact field is linked to the data in the contact module. During the configuration process, defining a field as a "Contact" type field allows you to view information from the contact module in your query reports. Telephone Diary and Call Coordination: Reach-Out Telephone Diary provides a sophisticated system for telemarketing coordination for single calls or call groups predetermined by query. Every call that has been planned exists in the telephone diary as well as in the customer card. Reach-Out also includes an automatic call function which allows users to make calls according to a predetermined list by simply clicking on the Next Call in Automatic Dial Function. Each click on this function will display the next customer to be called and will dial the next number. All that is required of the user is to update the information about the conversation and to continue to the next call. The telephone diary has 4 call preference settings including a Call Time Setting. You can also make use of Automatic Reminders that automatically display a call at the predetermined time and dials the number. Call Grouping: Reach-Out
features quick efficient call grouping based on query lists. Large queries,
such as a query of all potential clients may be very large- including
millions of cards. Using the " Flashing Messages and Message Diary: Reach-Out
allows the transfer of messages between users using the flashing message
option. Each message is saved in the message diary of each user. Instructions
and messages can be sent directly to all system users at the click of a
button. This tool is beneficial for the implementation process, and can be
used to help users internalize the system's processes. Fax Transmission: Query data may be exported to Excel and from Excel imported to any fax transmission software. You may define queries according to any criteria needed for fax transmission and then at a click of a button, export the data to Excel. Automatic Data Update: First and Second level data may be updated using queries. For instance if we choose a query of all customers that we contacted within the last two months, we can automatically update all relevant data in all the customer cards included in the query. For example mail was sent to a certain group of customers; you can update the information on the mailing list, using this function. Delete Cards by Query: Groups of unneeded customer cards may be deleted by query. It is recommended to limit access to this function to the system administrator only to prevent damage to the database. Import Data from Excel: At this stage we import your
data for you. You need to send us your data in
an organized Excel file. Each column needs to correspond to the exact field
in Reach-Out to which you wish to import the data. Every table should be
organized in a separate spreadsheet. The first field should be the main field
or any other single value field to be used as an index. There are three types of data imports from
the main level: a. Import—No Check.
We import the data as it is without any type of checking b. Import—No Update. This import type checks to see
if the card exists, and if it does, skips the card and does not update any
data. c. Import with Update—Checks to see if the cards
exists. If it does, it updates the data according to the Excel file. If the
card doesn't exist, it opens a new card. Data may be imported to first
level, second level, third level cards, contacts or price lists. The field
type must match the field type in Reach-Out. For instance, we cannot import
text into a date or number field. It is
also important to make sure that all data is in the same format – such as in
a date field. Importing
data is a complex process with many different techniques and dimensions.
Because data import mistakes may cause damage to your database, we will
import all data for you at no extra cost. Word Templates: Word templates are incorporated into Reach-Out. Data can be transferred to predetermined templates built in Microsoft Word. Data is automatically merged and the templates are connected directly to the customer card. Price proposals are saved within the customer card as merged Word templates. Excel Templates: Query
data may be exported and merged into Excel Templates. Templates may include
calculations and analytics that process the data once merged into the Excel
File. Document Archives and
Document/File Management: Reach-Out can be used as a document and picture archive. Two types of fields are used for this purpose: Link Fields which connect a file with the field and Archive file which not only connects the file to the field but also allows us to rename the file, copy or transfer the file to the archive, place it in a subcategory within the archive and compress the file. This preserves the connectivity of every file as part of the work process. The archive may be accessed even when not using Reach-Out. The data may be stored either within the database or outside the database and allow direct access to the files. Duplication and Repeat Card Check: Reach-Out
prevents users from creating duplicate cards and provides notification when
similar cards are created. In addition you can select certain fields to use
as a key to check for duplicate cards such as telephone number, cell phone,
e-mail etc. Periodic
checks may be done, comparing data using different fields. This
tool allows you to find duplicates that have evaded repeat card checks Software Assistance (Tool Tip Text): As
part of the work process, users can add Help notes which will appear above
the field when touched by the mouse. These notes assist in the process in
becoming acquainted with the different functions present in the software and
each field's respective function. Telemarketing staff often use these messages in order to present a full question that has been shortened to be displayed as a field name. Labels: Reach-Out creates mailing labels as a standard part of the software. Labels are created by query lists or Word labels may be created using Reach-Out queries. Export Data: Data may be exported from every screen in Reach-Out simply by clicking the Print option and choosing either printer, Word, Excel, Word Templates or Excel Templates. Outlook Synchronization: Reach-Out allows the export, import and synchronization of Outlook Data regarding meetings, contacts, tasks and e-mails. Outlook synchronization can be automatic or on demand. The SQL Engine: Reach-Out makes of the Microsoft SQL Server engine. Microsoft SQL is considered one of the strongest engines allowing work with millions of data entries and thousands of users working simultaneously. Every customer has a separate database with separate password and access restrictions. The license each customer receives encodes the server address, database name and access restrictions on the local machine. There is no need to purchase licensing for the SQL engine, maintain the database or create backups. Our technical staff takes care of all that for you. Distant Workstations:
Reach-Out
features unique technology using protocol TCP/IP allowing work through the internet
from distant workstations. It is possible to work on the same database from
distance workstations all over the world. Response time for distant
workstations is considered among the fastest in the world, response time is
almost identical to desktop response. The
installation on the local computer saves time in data transfer through the
internet, resulting in a much faster response time than software using the
ASP system. The presence of local system
files results in large savings in unnecessary data transfer and pressure on
the internet bandwidth. This system is the most economic in terms of real
time work through the internet. ASP software cannot copy this speed of data
transfer because of the lack of system files on the local machine. The ASP
system gets rid of the installation process but results in slow work time.
ASP software must download the data control tools. ASP software uses IIS server in order to manage the
data prior to transfer. DID technology enables the
user to make changes in the software – add, change or delete fields, with no
need for repeated installations. All changes are saved on the server in your
database and may be immediately viewed from all workstations. Method: Reach-Out
is installed on every workstation and the database is located on the server. The
installation takes place only once and takes about 2-3 minutes. Most
of the data is transferred through the server through the Store Procedure
installed on the server. This system allows the data to be compiled on the
server and only the results appear online. Data
is encoded and can be viewed using Reach-Out software only. This
technology provides results similar to full ASP solutions yet it provides the
advantage of speed and quick response time allowing undisturbed workflow at
the workstations with minimum use of the bandwidth. Only a minimum of data is
transferred through the internet. As the program is installed on each
workstation it is not necessary to transfer all the data and graphics through
the web, as is the case with full ASP software. Reach-Out
has record response time allowing branches from around the world to work
simultaneously on a common database at desktop speed. Another advantage of
the installation at each workstation is the wealth of tools and functions available
in the desktop interface. For the most part, users are unaware that they are
working through the internet. The
data is transferred by ADSL or VPN lines of 1.5 MB at least or through modem
K56. It
is possible to link your company's website to your database through ASP
forms. These forms allow data to be updated through the website online.
Queries may be connected to your website from Reach-Out and displayed online.
In order to work through ASP forms, it is first necessary to confirm that
your website supports IIS, Microsoft's Internet Information Server. This
option allows customers to access the company's website, update data, submit requests and any other function necessary. When
making changes and additions to the database, such as adding or deleting
fields, adding calculations or logical expressions, there is no need to
install the software again. Users need only to close the software and reopen.
All changes will be updated. DID technology allows changes to be made on a user level, without changing software or installing updates. All changes are immediately reflected in the database itself. Server: There
is no need for a server. As
part of our service, your database is located on our company's servers. We
provide constant maintenance of the server and the engine. Our clients only have to
concentrate on administration and their database. In fact, you don't even
need a local computer network. All you need is an internet connection to
start working. If you decide to work using your own dedicated server,
the following configuration is necessary: * Microsoft 2000 Server+ with Microsoft SQL Server
8+. There must be enough free space on the hard disk. An average empty
database takes up to 6MB. Every million customers added to the database will
require an additional 1-2 Giga free disk space. The strength of the processor and RAM memory depends
on the desired speed of processing and the number of concurrent users. We
recommend a Xeon server with a double processor of 2-4 Giga
RAM and a Scasi double hard disk. Operating Systems: Reach-Out is suitable for all operating systems starting with Windows 95 Second Edition through XP Systems. Windows XP is recommended as a result of its stability and improved memory management. Microsoft 2000 Server is recommended for the server. Software Requirements: Microsoft
Explorer 5 ++ must be installed on computers working with Reach-Out. Although
Reach-Out does not connect with this browser it is a necessary part of the
Microsoft Operating system. Word and Excel are necessary as they are an
integral part of the Reach-Out solution. They are used for exporting data,
creating work templates and merged documents. Computers: Workstations require a minimum of a Pentium 2 computer with 256MB. It is recommended however to use a Pentium 3 computer with a minimum of 256 MB. Work Processes: There
are a number of ways to work with us. We
recommend purchasing a instruction and
implementation package in addition to the software itself. It
is also possible to rent the software for a limited period. At the end of
this period you can determine the number of users and your work format.
However, the best chances of success combine instruction and software
implementation services. In
order to assist our customers as much as possible we have prepared a
selection of video instructions on various topics. We
recommend viewing these videos and practicing the topics presented in order
to improve your command of the software. Please view our instructional videos
at: http://www.reach-out.net/Reach-Out_Demo_English.htm The
following description is relevant for those clients who have purchased an
instruction and implementation package. After receiving your signed contract, we set up a
work meeting. Clients need to appoint 1-2 system administrators. These
representatives will be responsible for the project, making changes and
providing support for other system users. During the first meeting we begin the process of
configurating and designing your database. We also begin basic instruction
and explanation of Reach-Out work processes. During the next meetings we continue the
configuration process and instruction of the system administrators. Once the
configuration has been completed, we assist in importing data into the system
and starting working with the software. The system administrator is responsible for the
instruction of all users and the implementation of the software. It is important to provide the system administrators
with time to learn and practice in order to allow them to do their best to
support your organization and improve your technological abilities. Software Updates: We are constantly developing and updating changes in
Reach-Out. Changes are made as a result of experience gained during our
projects. Updates can be downloaded from our website at: http://www.reach-out.net/DownloadHeb.htm The update will not influence
your software configuration. Software updates are intended
for every database and are not relevant to the structure or content of the
database. In this way, you can benefit
from advanced technology and from our experience. Reach-Out is constantly busy
developing and making improvements in order to insure cutting-edge technology
in order to assist our customers to become leaders in their fields. Workflow: Reach-Out
with DID technology allows every customer to tailor workflow to fit the
organization's changing needs. Part
of the configuration process is designing the fields and folders as part of
an organization's workflow. Every
folder contains a different type of information regarding the customer's
activities. Every
folder is built to fit the work process on that particular subject. As
part of the configuration process, we analyze the nature of the work process
and determine fields that reflect the work stages on this particular subject. Reach-Out
allows adding unlimited folders on any subject relevant to the organization's
relationship with the customer. Folders may be added at any time. In
this way we can create a customer file, based on separate folders – each
folder containing information on a different topic. The
folders create a full picture of the organization's relationship with the
customer including documentation of the client's history. The
starting point is with the customer. When we talk with the customer on the
telephone, we have easy and quick access to all of the client's activities
and history. The
information is directly accessible with no need for creating queries or
complicated searches. The data is all present on the screen, divided into
folders containing different types of activity and history. This provides us
with a full picture of all past activities and those planned for the future.
This picture will assist us in making real-time decisions and providing
answers based on data and not on vague memory. Reach-Out makes use of
calculations and tools to determine an automatic work process that also
provides guidelines for the user. Some
of these tools include: Locking
Text Fields: This
forces users to choose a value instead of typing, eliminating typing errors
and insuring the homogeneity of the data We
can limit the users' choice to a single or to multiple values. We
can relate combo box tables using related fields, linking the choices viewed
in one field to that chosen in a different field. Default
Settings: Default
settings save time in entering data and in work processes. We can set certain
values as default settings, these values will appear automatically every time
we open a new card. For example, we can set the current time, date and
selected contact person to appear automatically every time we open a new card Designing
default settings as part of the work process is done through our built-in
calculation module. Default settings can also be part of related work processes;
for instance if a proposal field is entered as "closed", the date, and time of the closing, as well
as the agent that closed the deal will be entered automatically. Compulsory Fields: Compulsory
fields are fields that must be filled. This tool gives you insurance that
your data will comprehensive, and workflow processes completed. Users cannot
skip or forget to enter data in these fields. Compulsory
fields can be changed at any time In
addition to permanent compulsory fields, there are also related compulsory
fields. Related compulsory fields become compulsory, when certain values are
entered into certain other fields. In this way, if in the price proposal folder,
"Rejected" is entered into the "Status" field, the fields
"Rejection Reason" or "Competitor" can become compulsory. This
tool eases the implementation process, and insures that the information you consider
important will be entered and saved in your software. Hidden
Fields: We can hide fields in relation
to a certain work process. If certain values are entered into a field, the
system will automatically hide fields that are not relevant to the rest of the
work process. These related processes will direct users to update data
according to different scenarios and predetermined work processes. Flashing
Messages: The
Flashing Message option transfers messages between users. Flashing messages
can also be sent automatically, triggered by certain data entered into
predetermined fields. These messages will be sent automatically to system
users or external users through e-mail messages. These
messages are constructed from pre-constructed templates. Once a certain
condition is filled, the message or e-mail will be sent automatically. For
example a message or e-mail can be sent for each price proposal that is
special or noticeable for some reason, -- for instance a particularly large
order. It
is recommended to use this option only under very specific circumstances, in
order to avoid an overload of messages. As
part of the regular everyday workflow, we suggest displaying referrals and
tasks in an orderly fashion through queries.
Queries: Reach-Out
has a wide variety of tools make that work processes easier, but the central
tool that assists users to understand and analyze activities is the query. Reach-Out
has an independent query configurator. Queries
provide in-depth analysis of work processes and are also an integral part of
the work process. Every
user has their own pre-constructed query list, providing an up-to-date
picture of the data. The system manager creates the queries relevant for
each user. Opening
a query displays up-to-date information according to the criteria pre-set in
the query. A query could be created, for instance, for all open proposals,
calls to make by date, tasks to perform etc. Creating
a set of queries of each user can be used as a guide for tasks that need to
be fulfilled The query provides a broad picture that includes data
from all folders and different types of activities. Instructing
users on creating queries will allow them to view the data as part of a full
picture and improve decision making processes. User Functions: Reach-Out's
user functions: A.
Organization of Information on Customers B. Organization
of Work Processes and Tasks C.
Improving the Pace of Work D.
Analysis of Work Processes to Improve Efficiency. A. Organization of Information on Customers Information
on the organization's customers is often distributed in a disorganized
fashion in various places. Workers often have piles of visiting cards, Excel
files, lists of cell phone numbers, Outlook, Palm
Pilots, bookkeeping software, Word files and more. The
organization's greatest asset is often left greatly disorganized. Reach-Out
organizes your customer data systematically, using a centralized system. All
data on the customer is transformed from an image in the personal and
temporary memory of a single worker to a systematic organizational asset. Important
contacts can disappear from a worker's memory as a result of work pressure or
temporary lack of customer interest at a certain point. Creating
a database organizes your information, making it accessible to your
organization and preserves it. Reach-Out
allows your organization to preserve activities and information as a form of
future savings in resources and analysis of performance. Accessible
data allows customers to be served, even when a specific salesperson is
unavailable. This will strengthen the link between the customer and the
organization and improve customer satisfaction. Customer service continues even when a certain
salesperson is on holiday ,in reserve duty, or
leaves for a different position. B.
Organization of Work Processes and Tasks During
the implementation process, your organization's culture will change.
Information stored in each worker's personal memory becomes the
organization's property. In this
way, directors can oversee the work processes planned by the organization. Sales
people must now adhere to work regulations and work processes defined for
them. The
feeling of constantly being measured and watched will force workers to assess
their functioning and the effectiveness of their work. If, up
till now, sales people could use work regulations as recommendations, and
could tell stories at staff meetings, once the software has been implemented,
the staff will have to work according to work processes. Staff
meetings that were filled with "heroic tales" can now be dedicated
to analyzing real work processes and results. Analysis
can be done on a daily basis, based on regular updates made by the sales
staff and response time will be immediate, and not "after the
fact". However,
it is natural to expect a certain amount of resistance by the sales staff
until the implementation process has been accomplished. At this point they
will understand that the system is intended to help improve their
accomplishments and not as an overseeing tool. One
local sales manager put it this way "I hate the software, but I can't
live without it!" This was said 8 months following the implementation
process, despite strong resentment at the beginning of the process. We find
this opinion to be the best type of compliment, expressing the victory of the
implementation process over a great feeling of resentment. Here we
find proof that the implementation process was successful – even for a
"difficult" user. C.
Improving the Pace of Work Following
the implementation of the software, your sales staff's speed of work will
increase. Sales
representatives will learn to adjust themselves and follow the new work
processes. Planned
tasks are no longer forgotten and erased from the work schedule. The time
wasted between one task and another is minimized, and work becomes more
efficient The
amount of time devoted to each customer is minimized as a result of greater
efficiency and quicker access to information. Sales
staff no longer waste time tracking down contact information such as who to
call, to whom the proposal needs to be sent and instead devote time to
performing their tasks. D.
Analysis of Work Processes to Improve Efficiency Reach-Out
provides tools for analyzing and measuring work processes. Assessing
work processes and not only the final result, such as the sum of an order,
and understanding the factors that make up your work processes and lead to
results is the first step on the road to success. This in turn can reveal
ways to increase the efficiency of your organization and improve decision
making. Once
your ability to analyze work processes has been sharpened, your ability to
oversee the behavior of the sales staff will improve. Analyzing
work processes will also help us predict results and make plans accordingly,
instead of being surprised by bad results. Every
salesperson has good times and bad times, often influenced by many
surrounding factors, in addition to the quality of work. Often
sales staff may close a number of deals at once and then as a result of the
credit they have earned, enter a period of excessive confidence which leads,
in the end, to a decline in performance. Analysis
of work processes provides an exact tool to predict future performance and
take steps to influence this performance before it is too late. The
market is constantly changing and marketing strategies can never be static
and blind to the changing market conditions. Analyzing
your work processes will also help you react to market fluctuations and new
market conditions, while basing your decisions on precise data and not instincts
that often turn out to be wrong. Analyzing
your work processes on a regular basis will create a clear picture of what is
happening in the organization, increase sensitivity and allow you to make
decisions based on facts. Of
course, it is not enough to make the right decisions, it is also necessary to
make sure that your sales staff implements these decisions. Even if
the decisions made are good ones, very often they do not find sufficient
expression in real life. Reach-Out
provides the tools to let you make decisions based on fact, and to implement
these decisions in your organization. Implementation Often
the difference between instruction and implementation is vague; here we would
like to outline the differences. Instruction
– Teaching users how to perform certain tasks. Usually,
the instruction of how to use the software is a simple process, as a result
of our simple and user-friendly interface. A large
number of instructional videos on various topics can be found on our website
at: http://www.reach-out.net/Reach-Out_Demo_English.htm Implementation—Creating Work
Habits In order to succeed in improving work performance
using Reach-Out, it is important to undergo the implementation process and
not to stop after receiving instruction. Implementation means changing the organizational
culture in your company. It is important to devote attention and importance
to this process in your organization. The "Change" in changing organizational
culture, is neither a short nor simple task. We recommend appointing a system administrator who
will oversee the marketing staff on a regular basis and improve their work
with the software over a period of several months. This will insure the full
implementation of the software, and improve the overall efficiency of the
system. We recommend starting with simple tasks, as much as
possible. Later after the basic implementation has been accomplished, the
level of the configuration and implementation can be improved. In this way, you can insure the success of the
implementation process, and the corresponding increase in efficiency and
speed of work. We have made great efforts to provide a
user-friendly interface. However, users who are accustomed to other
applications may make complaints. As time goes by, the attitude of the users
both to the software and to its graphic interface will change substantially. The software was designed for users with basic
experience, and not for users with only a couple of hour's acquaintance with
the software. Our veteran users express a high level of satisfaction from the
software and its capabilities. The implementation process is dependent on your
organization's ability to oversee and encourage your workers. Always remember that successful implementation of
the software means changing your organizational culture .There will always be
those that prefer to preserve the status-quo within the organization and
trust "magic" solutions that don't require much work. Working with a pre-configured application may appeal
to some at first glance, but you can be assured that such applications cannot
begin to provide a solution for your organizations unique work processes.
Reach-Out is a powerful tool and its advantage lies in its simplicity
combined with technical capability and advanced technology. No other solution can give you the tools and
technology that Reach-Out provides There is no technology available, at any price, more
advanced than that offered by Reach-Out. You may find certain features that exist in
competitive software, but remember; we are constantly developing, adding and
improving new features. Our costs are substantially lower than the
competition because of our advanced technology. There are many companies
larger and richer, but our technology can provide you with the answers you
are looking for. These facts are important to remember during the
implementation process, during which you may need to provide answers to
difficult questions and complaints presented by the users. Please do not hesitate to contact us, we will be
happy to provide with assistance and support based on our experience. The implementation process can be very cruel for the
systems manager if the necessary support is not provided. Successful
implementation will make your organization more efficient and provide you
with a competitive edge. We constantly stress the importance of the
implementation process because we know that the only reason behind failure is
not in the technology or in various features, but in the ability of the
organization to oversee and provide resources for the successful
implementation of the software. Reach-Out provides you with all the tools you need; strict
and consistent application and implementation will give your organization
efficiency and the resources to take off on the road to success. |
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