Week 7: Systems & Tools

# Week 7: Systems & Tools

## Day 1: Zoho CRM

### What It's For
- Track all leads and customers
- Manage deals through sales pipeline
- Store contact history
- Schedule activities and follow-ups

### Key Modules

**Contacts**
- Individual people
- Contains: name, email, phone, address
- Linked to accounts and deals

**Accounts**
- Companies/organizations
- Contains: company info, location
- Linked to contacts

**Leads**
- New unqualified inquiries
- Convert to Contact + Deal when qualified

**Deals**
- Active sales opportunities
- Stages: Qualification → Quote → Negotiation → Closed Won/Lost
- Contains: value, products, timeline

**Activities**
- Tasks, calls, meetings
- Scheduled follow-ups
- History of interactions

### Daily CRM Tasks
1. Check your tasks for today
2. Log all customer interactions
3. Update deal stages
4. Schedule follow-ups
5. Enter new leads immediately

---

## Day 2: Zoho SalesIQ (Chat)

### What It's For
- Live chat on website
- Visitor tracking
- Chatbot (being deployed)
- Lead capture

### Using SalesIQ
1. **Monitor Queue** - See incoming chats
2. **Respond Quickly** - <30 seconds ideal
3. **Qualify** - Ask key questions
4. **Capture Info** - Get name, email, need
5. **Transfer** - To CRM as lead or contact

### Chat Best Practices
- Greet promptly and warmly
- Use visitor's name when available
- Don't leave them hanging - if busy, say so
- End with clear next step
- Log everything to CRM

### Common Chat Scenarios
- "How much does X cost?" → Explain custom pricing, offer quote
- "Do you service my area?" → Check coverage, get address
- "I have a problem with..." → Create service ticket
- "Can I speak to someone?" → Offer call or transfer

---

## Day 3: Zoho Books (Accounting)

### What It's For
- Invoicing and payments
- Estimates/quotes
- Financial records

### Key Concepts

**Estimates**
- Formal quote to customer
- Can convert to invoice
- Tracks quote status

**Invoices**
- Bill sent after work complete
- Tracks payment status
- Links to customer record

**Payments**
- Record when customer pays
- Matches against invoices

### Your Role with Books
- You likely won't create invoices directly
- May need to look up customer payment history
- Understand estimate → invoice flow
- Know who handles billing questions

---

## Day 4: JustCall (Phone)

### What It's For
- Business phone system
- Call recording
- SMS messaging
- Call analytics

### Using JustCall
1. **Answer Calls** - Professional greeting
2. **Log Calls** - Automatic + manual notes
3. **Transfer** - To right department
4. **Voicemail** - Check and respond
5. **SMS** - Text updates to customers

### Call Handling
**Greeting:**
"Thank you for calling ROLLerUP, this is [Name], how can I help you?"

**If You Can't Help:**
"Let me connect you with someone who can help with that. May I put you on a brief hold?"

**Taking Messages:**
- Name
- Phone number
- Best time to call back
- Brief message
- Urgency level

---

## Day 5: Integrated Workflow

### How Systems Connect
```
Website Chat (SalesIQ) → Lead (CRM) → Deal (CRM) → Estimate (Books) → Invoice (Books)
                ↑                         ↓
            JustCall ←←←←←←←←←←← Service (CRM)
```

### Example: New Lead Flow
1. Visitor chats on website (SalesIQ)
2. You capture info, create Lead in CRM
3. Qualify lead, convert to Contact + Deal
4. Schedule site visit (CRM Activity)
5. Complete visit, create Estimate (Books)
6. Follow up via phone (JustCall)
7. Close deal, Estimate → Invoice
8. Install product
9. Service issues → CRM Service module

### Tips for Success
- **Log everything** - If it's not in the system, it didn't happen
- **Update in real-time** - Don't batch your updates
- **Use notes liberally** - Future you will thank present you
- **Check your tasks daily** - Start of day, end of day
- **Ask questions** - Don't guess on system usage

### Week 7 Quiz
1. What's the difference between a Lead and a Contact?
2. What are the Deal stages?
3. When does an Estimate become an Invoice?
4. What's our phone greeting?
5. Why is logging everything important?

### Hands-On
- [ ] Get system access (CRM, SalesIQ, Books, JustCall)
- [ ] Complete Zoho CRM tutorials
- [ ] Practice creating a test lead
- [ ] Shadow someone handling real calls
- [ ] Explore the knowledge base search tool

---

## Beyond Week 7

### Ongoing Learning
- Weekly check-ins with supervisor
- Regular sales/product training
- Listen to recorded calls
- Review successful deals
- Ask questions!

### Resources
- **Knowledge Base:** Internal search tool (being deployed)
- **Product Brochures:** WorkDrive
- **Manufacturer Specs:** WorkDrive
- **Recorded Calls:** JustCall
- **This Course:** Reference anytime

### Your Success Metrics
- Customer satisfaction
- Response time
- Lead conversion (if in sales)
- Service resolution (if in service)
- System usage (logging activity)