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By: Steve Jackson, Act! Trainer, Swiftpage
To effectively manage a team, you need to keep track of their activities. It's impossible to watch each team member every minute of every day, plus do everything else you must do. Fortunately, you can leverage your CRM to track your team’s productivity and continually improve it. In fact, it was found that a CRM can improve productivity by 26.4%, especially when adding social and mobile capabilities. One of the most important uses of a customer relationship management system (CRM) is tracking the productivity of your users. Doing so enables any team leader to ensure that their team members are using the system to its fullest and that they are working most efficiently. Your CRM software captures valuable data that aids managers in helping their users continually improve their productivity over time. Let’s take a look at some of the ways that you can track and increase productivity by leveraging the metrics available in your CRM.
In Act!, the majority of actions that a user takes can be recorded within the program. This is very useful for end users, allowing them to document the work they’ve completed. Plus it enables managers to very quickly and easily review their team’s activity in the program.
When a user performs an action in Act!, such as completing a meeting or recording the details of a phone call with a customer, this information is recorded against the contact's record. You can see an example of a contact’s History record below:
There are a few methods of viewing user activity in Act!, such as through the History List and through Act! Insight.
From a manager's point of view the automated capture of information in Act! is extremely useful, as it means they are easily able to search for and report based on the activity of their users. An easy way to view this information is with the History List:
The History List shows every single activity entry throughout your entire Act! Database. Typically, you could expect to find hundreds or even thousands of entries here, depending on the size of your business.
From a managerial point of view, it’s beneficial to reduce the information in the History List to view a specific user’s or team's productivity. This can easily be achieved by using the filters that appear at the top of the list.
User Activity for a specific date range: By simply using the Date Range and the User filters you can easily see how productive an individual user has been for the specified time period. The resulting list will show all of the History entries that the user has created, those entered automatically, as well as anything they had added manually, like the details of a call they have received in the office. This sort of detail can tell you a lot about individual team member productivity and help identify coaching opportunities for improvement.
Specific Activity Type for the Entire Team: Alternatively, a manager may wish to see how many phone calls the entire team has received, or how many emails were sent, for example. This can be easily accomplished using the Types filter. This allows the manager to easily drill down to see specific History types, the details of calls that were received, or the details of calls where messages needed to be left rather than just phone calls in general.
Export the results: Once the data has been filtered, it can also be exported to Excel, if needed, allowing for easy data comparisons. By making use of this Act! feature, a manager can easily monitor and compare the productivity of their individual users, and identify areas of potential improvement.
If a manager prefers a more visual comparison, the Act! Insight feature is particularly beneficial. Act! Insight provides a number of graphical displays that allow you to easily compare and contrast information about your users’ activities as well as their sales performance.
Whilst Act! Insight is very customisable allowing managers to create their own Views and Charts, the standard Act! Insights that come with the program are also very beneficial. For example, the Customer Interactions View provides information about your users’ scheduled Activities (upcoming customer interactions). For example, the Activities by Sales Rep Chart below provides an at-a-glance view of the Activities for each of your Act! users:
Alternatively, if a manager requires information on upcoming sales, they can find this in the Sales Metrics View. The Forecasted Sales by Sales Rep Chart below shows, at-a-glance, the sales that your users currently have in progress, and the total forecasted revenue they expect to close:
View additional details: Hovering the mouse over any of the bars will show you the precise amount forecasted per user. You can even click on the bars to get detailed information about each of a user’s Opportunities.
Using the Act! Insight feature provides very useful “at-a-glance” information for managers using the program. They can easily get detailed information on upcoming or past activities and sales, allowing them to successfully monitor their users’ upcoming and past productivity.
All this information provides valuable insights and takes the guesswork out of managing. Plus, armed with this data, managers are able to proactively identify shortfalls in productivity and team member performance to address and correct issues as they develop. Doing so allows for consistent individual and team performance as well as productivity improvements.
As you can see, Act! provides numerous methods to manage team and individual user productivity. Managers are able to easily filter History Lists to track various types of activity, within the database, by user or by team. They can even drill down to view specific details relating to these activities, for added insight. Once they’ve created a report, the ability to export the information facilitates sharing, comparing, and utilisation. Act! Insight provides visual reporting in the form of graphs and charts. These at-a-glance views of activity and productivity further simplify managing teams.
Experience these productivity tracking capabilities for yourself. Try Act! at no cost or request a personalised demo.