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1. ccccccceeeceeeseeeseeeeaeeeneees 50 VIEWING Bei te EE 50 ele ele ger Ee un 52 Adding customers when a duplicate customer is founmd 53 WIETOING CUSTOIMNENS srs iman a a a aa a a Aae 53 Deleting CUSTOMEYS E 54 FIESIONMG Be Eer 55 PUrgNo ei Dei 56 Working with sales lead miormmation 57 Understanding the types of lead ccccccccssseeeeeeeeeeeeeeeeeeeeeeeeeessaaeeeess 57 POGING WEE 58 Marking multiple leads as Contacte cccccccseeeceeeeseeeeseeeeseeesaeeees 59 Deleting multiple leads EE 60 Editing or adding common workflows in customer records 62 Managing your Daily Workplan nnnnennnnsnnnesennensnnnesrnnresnrnnsnnrnnsnnensennee 63 Adding tu Die TONOW DI e EE 63 LOGGING DIONE CAllS EE 66 OOGING ki 67 ASSIGNING a salesper DE 68 Adding products based on customer interests ccccseeceseeeeeeeeeeeeees 71 Editing elei EE EEN 72 Adding a note On a customer record 72 Uploading COC UM CS EE 72 Emailing from FOOtStep sarra 73 Creating your email signature n nnnenoeannneonennneosrnnnresrrnrnrrnnnnereneenenne 73 Using the Email MBOX icecrs tones cee n n pieacnncetaed 75 Moving an email to a customer record 76 Composing anr email sist cons wren ee een ek swe eee 77 Creating an out of office message nnnneoeenneeosennnnenernrnnrsnnnenesnenenne 79 Launching Email Campaigns ccccsecccseeeeseeeeseeeeeeeesaeeesaeeeeas 81 Usin
2. Select Location if you have multiple locations 3 Select Salesperson or New Salesperson This list of salespeople is managed from Manage Users or Add New User 4 Click Save Assigning a customer from a Widget on the Dashboard Customers can be assigned quickly right from the Unassigned Customer Widget 1 Click Assign beside the customer s name 2 Select Location if you have Multiple Locations 3 Select Salesperson or New Salesperson This list of salespeople is managed from Manage Users or Add New User 4 Click Save The customer disappears from the Unassigned Customer Widget when the page is refreshed or the Widget is updated 68 FOOTSTEPS Assigning and unassigning a list of customers 1 Select a list of customers from the filters under the Customers on the top navigation such as Unassigned Customers Recent Customers All Customers etc or a list of search results 4 footsteps Welcome Bob McCann Dashboard Daily Workplan Customers Leads Reports Search Email Settings Add New Customer Highly Interested Customers Recent Customers Not Contacted Leads Today s Leads Inventory Request a Quota Eed Customers tory Request a Quote Lead Details Tuma2eve Antonia Website Au E a Antonia Website Aug 3 2013 All Customers Inventory Get More Info Roberts Jason cbtrvs com Aug Recycle Bin Inventory Get More Info Traud Davi
3. gt SFIRST_NAME Thank you for visiting GoRVing com The DVD you requested is being shipped directly by GoRVing and should arrive any day As you most likely gathered from their site RVing is a great way to escape the stresses of everyday life reconnect with family friends and loved ones and replace the things you have to do with what you want to do highly encourage you to watch the DVD when it arrives was very impressed with all the information packed into the small package for a beginner or experienced RVer m Select the appropriate industry Select the correct email folder such as 17 Response Follow Up Select the template you want to use FIRST NAME is a merge code and will populate when email is sent Click Popup Preview to view email with merge codes filled Chances are you will have to allow popup blockers for FootSteps to see this Popup Preview Click yellow text prompts to add personalized text B 7 U ar SS Se Se E Paragraph FontFamity Font Size cl A ab si Ae Zem Se 2 S 4 l SFIRST_NAME Thank you for your inquiry regarding the YEAR MAKE MODEL Unfortunately that unit has already been soki However we do have a YEAR MAKE MODEL J available that may be of interest to you based on your first selection ADD MORE DETAILS COLOR OPTIONS ETC will call with you at TIME BLOCK to answer any questions you might have on this unit If you would like to contact
4. FOOTSTEPS 4 Select Save View Customer to add follow ups or additional notes or Select Save Add New Customer to enter a new customer without adding more information or follow ups to last customer Save Add New Customer is for quicker data entry from a large list of customers Adding customers when a duplicate customer is found While entering customer data if FootSteps finds a customer with the same or similar data the possible customers appear to the right side of the data entry fields Similar customers were found you can select one to update Hide Bob McCann Home Select bob mccann arinet com 7277359592 2200 Lagoon Dr Work View 34698 7277359592 Mobile 7274806061 Currently assigned to Bob McCann 1 If you decide that one of the customers on the list is the same customer that you are entering Click Select The customer data auto populates and you can add the rest of the data at hand such as new lead source product or contact data 2 Select Save View Customer to add follow ups or additional notes or Select Save Add New Customer to enter a new customer without adding more information or follow ups to last customer Merging customers At times there will be a need for customers to be merged in the FootSteps for whatever reason Merging customers has been made easy using FootSteps with a simple drag and drop method All data and activity in both records will be saved in one record The only step that
5. Matt Snell ARI RV Dealer 701 7990789 matt sneli fu 5 i Ge PM No Contact Finnegan Brian Melissa Leonard AR RV Dealer z No Contact Finnegan Brian H Are you sure you want to unassign these customers Tiffany Wooten ARI RV Dealer soe te oe No Contact Finnegan Brian The selected customers will be unassigned Kevin Lepley ARI RV Dealer 1 customer s selected Contacted Finnegan Brian Tiffany Wooten ARI RV Dealer Contacted Finnegan Brian Celeste TT 29 Oct 2008 08 Jul 2010 s ARI RV Dealer celeste chap Class A Diesel Contacted Finnegan Brian S Chapman 09 23 21 AM 01 37 49 PM 2008 Fleetwood 23 Oct 2008 08 Jul 2010 Jen Moore ARI RV Dealer jennifer moor Class A Diesel 05 05 27 PM 01 37 50 PM Contacted Finnegan Brian 24 Sep 2008 08 Jul 2010 Fi Bri Chuck Lewis ARI RV Dealer chuck chann 03 09 20 PM 01 37 50 PM k Actions v 4 Page of2 b H 50 v rousipaze Displaying items 1 50 of 69 The Assigned To field is now blank for these customers and do not have a salesperson assigned 70 FOOTSTEPS Adding products based on customer interests Having a record of what products the customers in your database are interested in currently owned or previously owned is a key component of Customer Relationship Management CRM All products are searchable so in addition to being able to make reference to them during a contact point a list of customer interested or who own the products can be easily generate
6. 6 Adjust date for when campaign starts This is helpful testing the link without the tests being counted Click Save Click into Tracking URL and select all Ctrl A and copy Ctrl C Paste this link and insert this URL in a hyperlink to be counted If you have someone hosting a web banner ad and they need a URL to link to give them this one for reporting purposes H you want to remove a Content Group from displaying on the Content Group page you may click on Archive in the Actions Column This moves the Content Group onto the Archives tab accessible by choosing Show Archive from the Action drop down on the bottom left of the Content Group report 26 FOOTSTEPS Adding lead sources If you have leads arriving at your dealership that don t auto populate FootSteps automatically you need to add those sources to FootSteps for easy key in and effective reporting Note If you are receiving lead via email and you want these leads to auto populate FootSteps you can use ARI s product called Leads from Anywhere to send leads directly to FootSteps so that you don t have to add the lead manually Contact the FootSteps Support Team for more information Follow the steps below to add lead sources 1 Click Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Sales Workflow Settings and select Manage Lead Sources Manage Le
7. C ee o Oe af Manage Templates Create Email Campaign Unassigned Cu Email Campaigns Report Organizing email templates Organizing your templates in folders makes it easier and quicker for your users to find and use an appropriate template You may create as many folders as needed 1 Hover over Email in the top navigation and then select Manage Templates 2 Select a template to open and click add new folder besides the Select Folder drop down list in the template editor Change Folder 1 Select Industry RVs 2 Select Folder Auto Responders v add new folder Below are a few examples of common template folders e Auto Responders e 1 Email Response e Email Follow Up 18 FOOTSTEPS e Print Letters e Email Campaigns Inserting your dealer logo Adding your companies logo to your templates is an effective method of extending your companies brand with every email sent from FootSteps You wouldn t send a company letter without letterhead and then you shouldn t send plain emails either A best practice is to position your logo in the top left corner of the template Being the first thing the customer sees is the obvious reason however the real reason is for visibility in the preview pane of the most common email clients 1 To insert your logo position your curser in the top left corner of the email editor and select 2 Upload a pre sized JPEG GIF or PNG file of your logo on
8. Choose Folder Paragra Add New Folder A yA nY 5 Click Add New Folder Your new folder title appears as a selection in the drop down list Change Folder 1 Select Industry Boats EES Printed Letters v add new folder 6 Follow Adding email templates instructions starting on the previous page 7 Use Printed Letter for the subject line There is no use for a subject line in a letter but the program requires one 8 Add line feeds at the top of the letter to center the letter on your letterhead Typically start with 10 linefeeds and adjust up or down by adding or deleting line feeds 9 See Setting up follow up routines in this guide to associate a specific letter template with follow up processes 22 FOOTSTEPS Setting up automatic emails Creating auto responders When a lead is submitted from your website the first step in the fulfillment process should be to acknowledge the customer by replying with a relevant email auto response FootSteps is equipped with unique auto responders that allow a separate response for each type of lead For instance you might want to respond differently to customer requesting a quote than a job applicant applying for a job Before you can turn on automatic emails you have to first author your response See Adding email templates to create your own auto responder templates or edit the standard industry specific auto responder templates that come with your FootSteps account On
9. If you have an email stored in your Inbox that you want moved to the customer record follow the steps below 1 Within the email click Move to Customer 2 Onthe Assign Customer pop up box if the correct customer appears click Add If this is not the correct customer you can type in a name and then click Search and then click Add FootSteps uses the email address to find the customer in the database If the customer replies with a different email address you many have to search for the customer s record in Inbox 10 a ma SE Inbox WRS Brian Finnegan Assign Customer N Dealer html Jan 20 at 3 16 17 PM Spam Auto Response Recommended Customers based on email address Scheduled Campaign e e Wer Brian Finnegan Home gas finnegan arinet com Work 757 233 83 Mobile My Labels 4 te Search for a Customer using the person s last name Page 7 of E Displaying items 1 1 of T RE ARI RVs Campen Fri jan 20th 2012 at 3 16 17 PM bfinnegan footsteps net Move to Customer Move to Trash Mark as Spam See Is View More Reply Forward Thanks From Brian Finnegan mailto bfinnegan footsteps net Sent Friday January 20 2012 2 40 PM After you move the email to the customer the email will be gone from the main FootSteps email inbox To access the email go to the customer s record and click the Email tab See Composing an email for instructions on sending an email from a customer record 7
10. Type the name of the department Example Sales Service Parts Service Management and Corporate Type a brief description if the department name needs more detail Click Save 7 Repeat these steps until you add all of the necessary departments to FootSteps If the FootSteps account supports multiple locations you must setup departments for each location FOOTSTEPS Editing or deleting departments Editing or deleting departments in FootSteps just takes a few simple steps Only Enterprise Managers have the option to make changes or delete departments 1 Select Manage Departments in the User and Company Settings section Manage Departments Create and edit departments used to organize your users Examples might include Sales Department Service Parts etc 2 On the Manage Departments page click to edit or x to delete an existing department Manage Departments When editing a department make the necessary changes and click Save If you are deleting a department confirm that you want to delete the department and click OK 10 FOOTSTEPS Managing users Only Enterprise Managers can add or make changes to users in FootSteps Adding additional users If you are initially setting up FootSteps we recommend that you add departments first before adding users Follow the steps below to add users 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Lea
11. 2013 8 site Aug 3 2013 Yesterday s Leads Inventory Get More Info Lead Dera All Leads Inventory Get More Info Lead Detain Traud David arirvdemo com Aug 2 2013 Description These are leads submitted to your FootSteps account that are showing that they haven t been contacted See Not Contacted Widget for more information For this view to be effective leads need to be diligently managed and marked as contacted to keep this list to a minimum and an accurate reflection of Not Contacted Leads These are leads that have NOT been read by you or the assigned salespeople after they have been assigned This view displays leads arriving after midnight for the current day This view displays leads arriving the prior day up until midnight This All Leads view Is a nice quick check in the morning that all leads were tended to yesterday and also check to see if leads came in the evening after the store closed This will return every active lead not in Recycle Bin every submitted Remember this is NOT a de duplicated list of customers If a customer submitted more than one lead all the leads will be returned in this view Pick from Actions drop down list at the bottom of the list of leads to complete the desired tasks Actions Email Campaign Print Mailing Schedule Report You can also adjust the type of information that appears for your leads 1 Click Select Columns on the r
12. 2013 Vinny Guarno Assign Bam Aug 2 2013 Sam 56 Total 6 Not Contacted Average response time jam 5 48 YID I MID be n A e Current as of 237 PM amp Update Now Current as of 211 PM OO Update Now Current as of 211 PM OO Update Now View full report View All Print Letters Sales 800 755 6040 Support 800 558 9044 Customer Si reen Yigining Sub jit F edb ick ARI Each Widget updates automatically and you can manually refresh each Widget by clicking Update Now Due to the limited space in the Widgets and Dashboard if you want to see more information related to the Widget click View All 42 FOOTSTEPS Moving closing and opening new Widgets It s easy to get your Dashboard to show the information that s important to you Enterprise Managers can move close or open new Widgets to have the information you want in the right place 4 Search by Last Name or Phone Number D FOOTSTEPS un z rag Add Customer Dashboard Daily Workplan Customers Leads Reports Search Email Settings Not Contacted Leads Last 30days X Today s Leads X Daily Workplan X Inventory Request a Quote Lead Details Inventory Request a Quote Lead Details today Le a a Tumaeva Antonia Website Aug 3 2013 Tumaeva Antonia Website Aug 3 2013 i Inventory Get More Info Lead Details Saturday 8 3 i e a Roberts Jason cbtrvs com Aug Moving a Widget iment Gat More Talo Land Dota eum l raud arirvd
13. 4 Review your user information and click Save 15 FOOTSTEPS Updating existing users This section of the guide is for Enterprise Managers Only Enterprise Managers can make changes to all users in FootSteps Each user can make their own edits 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Select Manage Users from the Users and Company page vm Manage Users Create new users or edit delete current users Check the last time a user logged onto their FootSteps account 3 Select the name of the user you want to update 4 Update the necessary user information on the Update Settings page and click Save Deactivating or reactivating users To remove users from FootSteps you simply deactivate them If you need to add users back into the system you can always reactivate them when needed Follow the steps below to deactivate and reactivate users Deactivating a user 1 Click Settings on the right side of the top navigation Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Recycle Bin 2 Select Manage Users from the Users and Company page E Manage Users Create new users or edit delete current users Check the lasttime a user logged onto their FootSteps account 3 Click the box next to the user you want to deactivate on the Manage Active Users page Select Deactivate
14. AM OO Update Now Print Letters Today s Leads Today s Leads Xx Rv Order Parts Lead Details Cook Tom July RV Show Dec 8 2011 General Contact Us Smith Ryan newspaper Dec 8 2011 Curr ent as of 12 29 PM AO Update Now View A8 Lead Details Description The Daily Workplan Widget is a mini version of the full work plan with an abbreviated view defaulted to today s date e You can change this view by looking forward by day or in the past by clicking or P e Click Update Now at the bottom of this Widget to see anything newly added since last page refresh by your browser e Click a task or appointment and the customer profile opens for you to review You can edit or complete the calendar item e You can print letters from this Widget Refer to Adding letter templates and Setting up follow up routines to activate this feature Once you have letter templates set up in FootSteps 1 Click Print Letters at the bottom of this Widget 2 Select a date range 3 Select Print Only My Letters or Print Everyone s Letters rote Only Enterprise Managers or Sales Assistants can print everyone s letters As a best practice load your company s letterhead in the printer if desired 4 Click Print The Today s Lead Widget displays leads arriving after midnight for the current day This Widget only has room for six Today s Leads If the Widget is full click View All to s
15. Get More Info Lead Details Greg Knopp Mogel Russ cbtrvs com Jul 20 2013 Lethbridge AB Warm Oct 3 2012 Kathleen Tumbrink New York NY Quoted Sep 21 2012 However the favorites are positioned to be ever present from the top of any screen in FootSteps After using FootSteps for a while you will notice yourself working from favorite screens You can mark five of those screens as favorites for easy one click access 49 FOOTSTEPS An example of a popular favorite page is for a larger company that has more than six Today s Leads and finds the Widget too small to handle the job You can make one of your favorites Today s leads and be only a click away from keeping an eye on them 1 Hover over the Favorite you want to use and select RB 2 Select Today s Leads from the list of Available Pages 3 Edit the label and click Save To remove the Favorite Hover below Favorite to be removed and select x Working with customer information Viewing customers When you hover over the Customers menu option in the top navigation a drop down menu appears Here is a quick overview of the selections in this menu 4 footsteps v oe sos mecann Dashboard Daily Workplan Customers Leads Reports Search Email Settings Add New Customer Highly Interested Customers Recent Customers Not Contacted Leads Today s Leads Inventory Request a Quote Unassigned Customers tory Request a Quote Lead Details Tumaeva Antonia Webs
16. VTL Select the appropriate industry Click Save Repeat these steps until you have added all the Follow Up Types to support your follow up routines 35 FOOTSTEPS Setting up the follow up routine and trigger In order for your follow up routines to work in the Visual Task List VTL and Daily Workplan you need to indicate when the follow up routine occurs and what triggers the follow up routine 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Sales Workflow Settings Select Follow up Settings from the Manage Follow up Types section Q Manage Follow up Types Setup edit or delete follow up routines for presale and post sale Select a number of triggers to start a routine for a user that will allow for any number of required steps The follow up tracks will transfer to a newly assigned user and the old track will cancel when a new track is started To begin es to add setting up a follow up track start with Manage Follow up Ty YOUR follow up types i e 1 Day Prospect Day SOLD Customer Call Service Call Delivered Email When you have setup your follow up types click Follow up Settings and setup the triggers and intervals for your follow up setting 3 Click the on the Trigger you want to follow up routine to begin Sales stage changed to Cold Sales stage changed to Dea
17. from the Action drop down list Select the Frequency Time of day Timeframe of the report add Report Title add Email Addresses to receive the report separate addresses with coma and select Report Format PDF Excel After you save your reports FootSteps delivers them accordingly Scheduled Reports can be deleted from this list by clicking x or they can be deleted by the person receiving delivered report directly from the email they receive 92 FOOTSTEPS Types of reports The table below gives you a quick summary of the different types of reporting information gather from FootSteps Report Summary Lead Response The Lead Response report is an extension of the Lead Response Widget and access to this report can also be gained from the Widget This is an excellent report to be scheduled to arrive late morning daily that will show the status and response time for all leads from the day prior Lead Matrix Keeping an eye on your lead count and how it compares to last month or last year is a good insight on market trends or improvement made to your website Remember you can trim the report with the Customize feature to exclude certain lead sources for more focused reporting Summary The Summary pulls together Sales Floor Traffic Desklog Total eLeads Compliance and Productivity logged by Sales Associates for each location The report displays the number of sales and number of visits and calculates a closing ratio Remembe
18. from the Actions drop down list Deactivated users are not visible and their usernames are not available to anyone else 16 FOOTSTEPS Manage Active Users wv Depsrtment Name BFinnegan Brian Finnegan finnegan srinet com Ssles Associste 28 Feb 2012 05 14 34 PM cotrvs Bob McCann mecann srinet com Enterprise Mgr 01 Mar 2012 02 43 46 PM cbtrvs essentials Footsteps Essentials finnegsn esrinet com Enterprise Mgr Never vV Department Name Sales C elizabeth castro Beth Castro bethcastro wi nm com Sales Associate 10 Jan 2012 01 02 55 PM v Joel User Joel User joel user srirvscampers com Sales Associate Never a Sch Cremenewuser iw Ince es Actions 4 Confirm that you want to deactivate the user s and click Yes Reactivating a user 1 Click Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Select Manage Users from the Users and Company page Pe Manage Users Create new users or edit delete current users Check the last time a user logged onto their FootSteps account 3 Click View Inactive Users on the Manage Active Users page 10 Jan 2012 01 02 55 PM Never 4 Select the box next to the user s you want to reactivate 5 Onthe Manage Inactive Users page select Reactivate from the Actions drop down list Manage Inactive Users Email Address Last Login yv Depart
19. in the upper right corner of the Active Templates page The table below contains brief descriptions to help you complete the email Field Definition Title Title your template so the users can find the email easily and quickly Subject We suggest that you always include the name of your company in the beginning of the subject line A shorter subject line is better 50 characters or less Avoid words such as Free Percent off and Reminder These words are the most popular to trigger spam filters Shared Template Select this option if you want other users to have use of the template If you want other Sales Associates to use the templates the templates will need to be added at the Enterprise Manager or Sales Assistant logon and shared Typically auto responders automatic emails and email campaigns are not shared to prevent too much clutter for Sales Associates Template should If this template will be used to mark a lead as contacted select this mark lead as box When the user replies to a lead using this template the lead will contacted show as contacted when the email from a template is sent Best practice include a Dealer Stationary template for email 20 FOOTSTEPS Field Test Email Merge Codes Show Advanced Options Definition responses that a prepared template is not appropriate This ensures consistent company branding and marks leads as contacted for reporting purposes Add a
20. me can be reached at SASSIGNED_EMP_PHONE Thanks for your inquiry look forward to helping you get on the road soon Sincerely SASSIGNED_EMP_SIGNATURE Add or delete additional text as you see fit Your email signature automatically inserts if the merge code S ASSIGNED_EMP_SIGNATURE is present If you have not created an email signature yet refer to Creating your email signature section for instructions Click Send 78 FOOTSTEPS Creating an out of office message A best practice when you are out of the office and can t respond to emails is to create an out of office message This is the message that customers automatically receive after sending you an email To create and out of office message follow the steps below 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Click Edit Out of Office Msg Edit Out of Office Ms Create or edit the Out of Office reply message that you would like to use when you re not available 3 Using the email editor type your out of office message in the text area This is the message that customers receive from you Hot Customers Recycle Bin Status ARI RV Dealer Edit Out Of Office Reply Out of the Office np d H a iE EE Paragraph Font Family gt Font Size A y v 3 St Pom QF Bl li cl di RSA Thank you for your
21. opt out rate Frankly every market market segment industry and Campaigner run the gamut on rates and the best ones for reference should be your own Constant adjustments should be made to subject lines time of day and content and then the rates compared to see what works best for you 1 Hover over Email in the top navigation and select Email Campaigns Report 2 Click the title of the email to launch the Email Campaign Stats window that you can leave open to watch the campaign in real time 3 Here is the data you can review on the report 85 FOOTSTEPS e Number Sent click this value to open a list of the customers the email was sent to e Opens click this value to open a list of the customers that opened the email The most accurate number requires a code to travel back to FootSteps Recipient s firewalls and security settings may block this code and understate the open rate This is even more reason for a company to use their own stats for comparison Dont get discouraged at low open rates Remember customers have to read your name before deleting the email and is still a valuable impression When the time is right for this customer to make a purchase decision they will more apt to remember your company e Clicked click this value to open a list of the customers that clicked on a link in the email e Opt Outs these are the number of customers that unsubscribed from your email campaigns This number is also very ac
22. tatus Contacte Log Visit Has Purchased No Add Product To add future follow up 1 Select customer name to access the Summary customer tab Click Create Follow up from the Action Menu Assigned To LI Action Menu Create Follow Up em Log Phone 2 Select a category Appointment Phone Call Email Letter Fax Fax Really Does anyone own a fax machine anymore Categories can be edited or added to by an Enterprise Manger by selecting Manage Follow Up Types under Settings 3 Select the date Use the handy calendar to select future date for follow up If you want to log a follow up days prior you can do so by selecting a date from the past FootSteps time stamps it for the date entered as well If the contact is time sensitive 64 FOOTSTEPS such as an appointment or a scheduled phone call expand the time field and add the time 4 Unless you have a memory like an elephant you might want to note the why you are making contact and these notes will be ever present when making the contact Click in the Follow Up Details text box and add your notes 5 If you are an Enterprise Manager or Sales Assistant where you support other Sales Associates you can assign the follow up to a salesperson rather than to yourself The current logged on user will be the default salesperson the follow up will be assigned to If you want to assign it to the assigned salesperson or another salesperson Select the Salespe
23. test email address such as your work email to test the template to ensure merge codes and links are working properly To insert personalized copy from the database automatically you can insert a merge code Place your curser where you want the information to appear in the email or letter and select the merge code from the list of Available Merge Codes at the right side of the editor Selecting this link expands the To fields to include CC and BCC This feature only works when actually sending an email from the editor and not while adding a template 21 FOOTSTEPS Adding letter templates for printing 1 To add letter templates start with the same steps for adding an email template hover over Email in the top navigation and then select Manage Templates Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Email Inbox Recycle Bin Hot Customers me lhe ee ll Coa ge Manage Templates Create Email Campaign Unassigned Cu Email Campaigns Report 2 Click Add New in the upper right corner of the Active Templates page 3 Click add new folder to keep these letters easy to find for the users Change Folder 1 Select Industry RVs hd 2 Select Folder Auto Responders v add new folder 4 Add a title to your new folder such as Printed Letters te should mark leads as contacted Add New Folder x Enter the name for the new folder Printed Letters oats
24. than just using Phone Call Email Letter or Appointment you can use a more descriptive term such as 1 Day Prospect Call Showroom Visit Email or Service Intro Letter To add your follow up routines follow the steps below 1 Select Settings on the right side of the top navigation Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Sales Workflow Settings and select Manage Follow up Types 34 FOOTSTEPS Manage Follow up Types Q Setup edit or delete follow up routines for presale and post sale Select a number of triggers to start a routine for a user that will allow for any number of required steps The follow up tracks will transfer to a newly assigned user and the old track will cancel when a new track is started To begin to add YOUR follow up types i e 1 Day Prospect Day SOLD Customer Call Service setting up a follow up track start with Manage Follow up Types Call Delivered Email When you have setup your follow up types click Follow up Settings and setup the triggers and intervals for your follow up setting 3 Select Add Follow Up Type from the Action Menu on the Follow up Types page Action Menu Add Follow Up Type CS 4 Addatitle For example Showroom Visit Email 5 Select Parent Follow Up Type Options include Appointment Email Fax Letter Phone Call This step selects the appropriate icon for easy reference in the workplan or
25. to the person submitting a lead form from your website or an internal lead source Schedule Emails send emails to persons submitting leads from your website an internal lead source and customer event on a delay after the lead arrives in FootSteps The delay can be set for whole hours only 3 Click Add New Scheduled Email from the Action Menu LI Action Menu Add New Auto Responder Ca Add New Scheduled Email s n 4 Select the email template from the folder Hopefully you organized your templates for this use in a Scheduled Emails folder 5 Select an email template 6 Select the form you want to associate the email template selected 7 f Internal Lead form is selected select your unique lead source See Adding lead sources to add unique lead source This is recommended for more granular reporting 8 Select trigger from Customer Event Lead Date the date arrived Date Owned Date Delivered or Service Date The date the product was first used 9 Enter Response Delay from the above dates Add whole hours only 24 FOOTSTEPS 10 If you want the scheduled email to reference a specific product select Yes for Add Interested In Select Type New Used or Brokerage Consignment Add Make Model or Category Again not all fields are required but the system sends out automatic emails for every matching rule it finds 11 Click Save Click to change a form an associated email template or a product of inte
26. you have to ask yourself and remember is What record will win When you merge two records and there is only one field for data when you merge one file will override the other For instance if records have two different first names and there only one first name field one of the names will be dropped after the merge 53 FOOTSTEPS There are numerous ways of getting a list of customers however most of the time the customer has the same last name so simply do a Quick Search the customer s last name and a list of customers with the last name will return Here are the steps for merging customers 1 Click and hold the r to the left of one of the customers you want to merge and drag to the other customer you want to merge and drop Search Customers astro 23 332 33 123 2224 Dealer Are you sure you want to merge xX Dealer Bre Ai A These customers will be permanently merged Scott ARI RV and this process cannot be undone Are you sure E aen Ryan Smith ci Tom Castro Ryan Smith will be permanently deleted and all the information moved to Tom Castro lt Keystone 2 Confirm that you want to merge these two customers and understand that the process cannot be undone and click Merge Deleting customers Enterprise Managers and users with permission can delete customers 1 From Summary tab on the customer screen click Delete Customer from the Action Menu 2 Select OK to confirm that
27. you want to delete When a customer is deleted the customer goes to the Recycle Bin Access Recycle Bin under Customers in the top navigation Deleted customers remain in the Recycle Bin until they are purged out of FootSteps See Purging customers for more information What you need to know about the Recycle Bin Customers deleted from the users with permission to do so are stored in the Recycle Bin and will remain there unless purged or restored by an authorized user or if the customer submits a new lead Yes FootSteps reincarnates customers that have been deleted if they should resurface and show interest in your company or products This gives you all the information FootSteps can offer to help you work with the customer or prospect effectively If you needed you can purge a customer from the Recycle Bin However without any constraints on storage space it s best to leave them in the Recycle Bin unless they are test customers or spam To access the Recycle Bin click Recycle Bin under Customers in the top navigation footsteps veon Dashboard Daily Workplan Customers Leads Reports Add New Customer Recycle Bin Hot Customers Highly Interested Customers Recycle Bin Customers Recent Customers E Customer Nan Dealership p Unassigned Customers AN Customers ARI RV Dealer Tom Cook Recycle Bin Actions Import Customers 54 FOOTSTEPS Resto
28. you wish to mass market to The emais in the fist do not need to be customers in your database The system wil automatically track bounces and opt outs It will also respect any opt outs from customers already in your database Click Add Distribution List from the Action Menu LI Action Menu Add Distribution List CR Name the list with an easy name to remember Add a description if the name is not obvious Add recipients by typing or coping and pasting emails separated by commas or line returns Click Save to store distribution list 81 FOOTSTEPS Editing distribution lists 1 Select Settings on the right side of the top navigation 2 Scroll down to Email and select Distribution Lists Distribution Lists These lists are used to store email addresses that you wish to mass market to The emas in the ist do not need to be customers in your database The system wil automatically track bounces and opt outs It will also respect V Pa any opt outs from customers already in your database 3 Select to edit a distribution list Click x to make any necessary deletions Note the Bounced or Opt Out email address and Last Updated status columns Launching an Email Campaign from a distribution list 1 Select Settings on the right side of the top navigation 2 Scroll down to Email and select Distribution Lists Distribution Lists These lists are used to store email addresses that you wish to mass market to T
29. 6 FOOTSTEPS Composing an email If you ve sent email in a program such as Outlook Gmail or other email programs you ll have no problem using the FootSteps email editor Follow the steps below to compose an email 1 When you are viewing a customer record click Compose an Email from the Action Menu on the Summary tab Last Contacted Assigned To LI Action Menu Create Follow Up em Log Phone CS Log Visit Q Add Product f gt Assign Salesperson Z Add Lead gt Compose an Email 7 Add Note 2 f needed review customer data with expandable data section alongside of email editor Customer Summary Products and Recent Activity Use the appropriate email template Your Enterprise Manager sets up your company s email templates 77 Clicking the yellow highlighted prompts allows you to quickly rk information to your add detailed i email FOOTSTEPS Do Og p 10 A copy of email will be stored in Summary last five activities Activity or Email tab in the customer record Compose Email To bcastro gmail com Test Email From Bob McCann lt cbtrvs footsteps net gt Show CC and BCC options Subject ARI RVs and Campers Your local RV Dealer Templates 1 Select Industry RVs 2 Select Folder ist Email Contact 3 Select Template Go RVing WITH Phone Number v Paragraph Font Family Font Sze A aZ OI 2 4 Po Tom castes Spouse
30. Associates and Sales Assistants cannot currently configure their dashboards Organizing Widgets on your Dashboard The areas of data below the main navigation are called Widgets Widgets are snapshot mirrors of information located in your FootSteps account 4 Search by Last Name or Phone Number D footsteps Welcome Bob McCann M Add C de ustomer Di Dashboard Daily Workplan Customers Leads Reports Search Email Settings Not Contacted Leads tast30days X Today s Leads X Daily Workplan X Inventory Request a Quote Lead Details Inventory Request a Quote Lead Details y gt Tumaeva Antonia Website Aug 3 2013 Tumaeva Antonia Website Aug 3 2013 Inventory Get More Info Lead Details Saturday 8 3 Roberts Jason cbtrvs com Aug 2 2013 Inventory Get More Info Lead Details Overdue Traud David arirvdemo com Aug 2 2013 Inventory Get More Info Lead Details Guarno Vinny arirvdemo com Aug 2 2013 12am a Inventory Get More Info Lead Details Jordan Michelle arirvdemo com Jul 25 2013 tam W Current as of 2 11 PM amp Update Now Jam View All View l I I Widget i l e S Current as of 2 11 PM amp Update Now i V Lead Response X Unassigned Customers Last 30 Days Sam Response Rate 89 29 Antonia Tumaeva Assign SH AB Aug 3 2013 Jason Roberts Assign Gam Bristol TN Aug 2 2013 David Traud Assign Jam Aug 2
31. FootSteps Made Easy FOOTSTEPS 4 e e rte D footsteps w smc dagegen Degbbegrg DallyWorkgiee Customers iesti Geperts Search Emel Settings ES ae na enen Bequest Quere Leet Dee _ zg mn omg emm eme zg i beggen inaen 3 y ee eg Fraen weng erg mp agi wm awe y gt 8 wemmer g Your Guide to Getting Started FootSteps net Table of Contents ADOUL NIS elle E 4 FOOLSIEDS a a QIANG E 4 CEE aE WEE 6 System requirements ccceecccceeeeceeeeecseeeesseeeeseeeessaeeessaeeeseaeeesaaes 6 LOGOO RE 6 Getting SUPPO ssassn eEEEE 6 Understanding your user role 7 Setting up FootSteps to support your sales processes 8 Checklist for Enterprise Managers ccccecccceeeeeeeeeesaeeeesaeeesaees 8 Managing e en E EE 9 Adding GED lan ET EE 9 Editing or deleting departments nnaannneoneannneneennneonnnnennsrnnnnnnsnneneenenne 10 vanadin CS ONS EE 11 Adding additional USCIS EE 11 Updating existing EE 16 Deactivating or reactivating Userg 16 Creating email and letter templates cccecccseeeeseeeeseeeeseeenees 18 Organizing email templates 2 0 0 cece cccceceecceseeeeeeeeeeeeseaeeeeeeeeeeeessaeeaeses 18 Inserting your dealer lOGO scceccccccsseeececcceeeeeeeeceeeseeeeeesaeeeeeesssaaeeees 19 Editing template TEXT WEE 19 Adding email templates ccccccsessccecceeseeeeeecseeseceesseeeeeeesseaseeeeseaaaass 20 Adding letter t
32. ad Sources p Ifyou would like to keep track of specific lead sources manually you may do so here This allows you to create certain defined Lead Sources to help you better gauge your ROI from various marketing efforts An example Lead Source might include Yellow Pages or Radio Ad You can select a Lead Source when entering leads on customers Leads from electronic sources will automatically update your Lead Sources 3 Select Add Lead Source from the Action Menu on the Manage Customer Attributes page LI Action Menu Add Lead Source CS Add a name for the lead source Add a description this is optional if the description is obvious Click Save Repeat these steps until you have added all the lead sources you need oe E 27 FOOTSTEPS Adding customer sources To track the number of opportunities from what source you will want to add your company s unique customer sources to FootSteps The source Website is defaulted so there is no need to add it again You can add as many sources as you like to achieve your level of detail Examples of common customer sources are e Walk In e Phone e Show Boat RV Trade Home e Referral e Previous Customer To add customer sources follow the steps below 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Click Manage Customer Sources from the Sales W
33. alership B i Ia Tom Castro V Tom Cook 2 Select Purge Selected from Action drop down list at the bottom of the list ARI RV Dealer Actions EN V Tom Cook Restore Selected 3 Confirm the number selected for purging and check I understand that these customers cannot be restored and click Purge Recycle Bin Customers 1 rows selected Purge Customers x F Customer Nan Dealership Phone seinen Are yOu sure you want to permanently purge Sales Stage ARI RY these One customer This cannot be mr Caite SE ag 43333 TER EE eben EE undone lel seca AN 7 eo Dealer i understand that these One customer cannot Actions Page 1 oft be restored Your purged customer no longer appears in the Recycle Bin 56 FOOTSTEPS Working with sales lead information Understanding the types of leads The Leads menu option in the top navigation contains categories to help you identify and track different types of lead information Below is a quick overview of the selections in the menu Types of leads Not Contacted Leads Unread Leads Today s Leads Yesterday s Leads Dashboard Daily Workplan Customers Leads Reports Search Email Settings Add New Lead Not Contacted Leads Unread Leads Not Contacted Leads Last 30 days gt Inventory Request a Quote Lead Deta Today s Leads a Quote Lead Details Tumaeva Antonia Website Aug 3
34. ampaigns this allows this user to send email campaigns to their assigned customers Mark Lead as Contacted FootSteps automatically marks leads as contacted when users complete follow up tasks within Footsteps But if you want this user to be able to manually indicate that the lead has been contacted when they follow up with the lead select this checkbox View other Salesmen Customers this allows a user to see other Salespeople s customer in a read only mode They will only be able to view the customer data and won t be able to edit or email the customer from FootSteps If the salesperson needs full access to the customer an Enterprise Manager or Sales Assistant will have to reassign the customer When this option is selected the user s Quick Search will return results for customers that match whether or not they are assigned to the salesperson On the Advanced Search if the user has this option checked there will be a drop down called Assigned To which lets the user either select themselves or all sales people For multiple location users a Sales Associate can choose to Quick Search from My Location or All Locations 14 FOOTSTEPS Field Definition Hay p L My Location P Add Customer est All Locations Add Note to other Salesmen Customers this allows this user to add notes to other salespeople s customer records You must allow salespeople to view other salespeople s customers to activate this feature
35. case sensitive and if you not sure of the spelling you can search with the letter s you think it starts with i e Searching for Finnegan and you re not sure how they spell it you can search with Finn and all customers whose names begin with Finn will return Enterprise Managers and Sales Assistance can search all customers in FootSteps and Sales Associates can search customers assigned to them If Sales Associates have the ability activated to search other salesperson s customers they can search all customers and open customers not assigned to them in a read only access FOOTSTEPS Setting up rules for the advanced search To perform detailed searches in FootSteps access the Advanced Search page from the Search option in the top navigation footsteps wor Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Advanced Search Recycle Bin Hot Customers Saved Searches gt Using the different types of search criteria Search Customers When you add specific search criteria for customers your search results include a list of unique customers without any duplications Search Leads When you add specific search criteria for Leads the return will return every lead This is because if a customer submitted two or more leads the return will contain duplicates Refer to the next page for a brief overview of the search criteria 89 FOOTSTEPS The graphic below highlights some of the rules you ca
36. ce the image uploads click Insert Image and adjust space as desired between the text and the logo While FootSteps allows you to resize the image after inserting into the editor its a best practice to upload the right size logo for optimal performance Editing template text Edit the text as desired to make the templates relevant to your dealership products and market place Use the standard word editing icons above the text box for bolding justification indenting font color size inserting images and hyperlinks spell check and others When the text updates are complete click Update Note If you are like many FootSteps users and author your templates in MS Word or another word processing program it s imperative that you copy the text from the word processing program to Notepad before pasting into FootSteps Every word processing program contains invisible micros that are incompatible with the FootSteps text editor and will cause rendering problems with your templates When pasting and coping your text from Notepad all the macros are striped and only plain text is being pasted into the FootSteps editor After pasting the plain text in the FootSteps editor use the FootSteps to add your desired emphasizes to add bolding color font etc Adding place holder prompts When you need the end user to add text to a selected template you can add a place holder that prompts the user to add the text and if the text isn t added FootSteps does
37. ction Menu Add Auto Assignment Rule i Enter rule name that you can understand when you have to revisit the rule for editing moving or deleting Select employees that the leads will be round robin to You can select one or multiple employees by holding down the Ctrl key Select the appropriate industry Click Next Select the filter Pick what FootSteps will be looking for when a new lead arrives For example if you want all service leads to be assigned to the service manager Select the form Type The form types appear in this case select the service forms You can select as many forms as need by holding the Ctrl key down to select or deselect multiple forms Select additional filters If you want only service forms from one location to auto assign to an employee select Location from the Additional Filters and select the location In for Form Type If you select In the filter will include If you select Not In then all other filters will be included except the one selected 38 FOOTSTEPS Importing customer lists Chances are you have been storing customer data in some sort of electronic format over the years and you will want to import the data to FootSteps FootSteps allows more than 60 fields of import data and makes it simple to import from your DMS BMS Contact Management Software Outlook or simply an Excel spreadsheet Simply said if you can export the data FootSteps allows you to import it as o
38. curate and should be monitored for too much movement The leading reason for high opt out rates are non relevant emails delivered at the wrong time or too often Customers that unsubscribe are only opting out of email campaigns You can still personally email these customers or include them direct mail campaigns Reports are archived by year and accessed by selecting the year from the Year drop down menu note about Open Rate Open Rate Metrics are unreliable The fundamental reason email open rate metrics are unreliable is that the metric relies on a tiny image in the email being downloaded by the person reading the email When this image is downloaded from the web into the person s email reader the software counts that email as being read This is the only way that anyone has been able to figure out how to track if someone opens an email and all email marketing systems use this method Here are some examples of the impact of this technology on the open rate metric e Outlook For a few years now the most popular business email client Outlook blocks images by default This means that as more people upgrade to more current versions of Outlook your open rate will decline even if people don t really change their behavior e Web Email More and more web based email systems like Gmail and Yahoo are also blocking images Again this means that more and more people will not show up as opening your email even if they have not changed h
39. d There are three options when adding product the customer is interested in From Summary tab on the customer screen click Add Product from the Action Menu Last Contacted Assigned To LI Action Menu Create Follow Up Ce Log Phone Ce Log Visit Q Add Product The table below explains three options for product interest Interest types Description General Interest l e 1 Select Interested In Currently Owned or Interested in only a category or Previously Owned make or year or price etc 2 Fill appropriate fields as required the more fields filled will return better results for searching 3 Click Save Product Specific Interest in New Make 1 Select the appropriate industry from the and Model NOT in stock drop down list Optimal method for accuracy 2 Select Search Brochure and speed 3 Choose the year 4 Choose the make 5 Choose the product line 6 Click Search Brochure 7 Select Unit by clicking Display name or thumbnail 8 Fields populate accordingly fill additional fields if required 9 Click Save Product Specific Interest in New Make 1 Enter Stock or beginning of the stock and Model IN stock Optimal number method for accuracy and 2 Select Unit by clicking Display name or 71 FOOTSTEPS Interest types Description speed thumbnail 3 Fields populate accordingly fill additional fields if required 4 Click Save Product Editing products When the need arises to edi
40. d arirvdemo com Ay Import Customers Inventory Get More Infn d A 2 Select the box beside the customer s names you want to assign individually or select the box on top of the grid to select all the customers on the page 3 Select Assign Customers from the Action drop down list at the bottom of the list of customers 4 Select Location if you have multiple locations 5 Select Salesperson or New Salesperson Enterprise Managers maintain the list of salespeople 6 Click Save To unassign a salesperson from a list of customers 1 Select the customers from the filters under the Customers on the top navigation such as Unassigned Customers Recent Customers All Customers etc or a list of search results 2 Select the checkboxes in the left column of the customers that the salesperson is assigned to and then click Unassign Salesperson from the Actions drop down list Actions Assign Salesperson Delete Customers Email Campaign Export All Print Mailing Schedule Report Unassign Salesperson 3 Confirm that you want to unassign this person and click Unassign 69 FOOTSTEPS Hot Customers Recycle Bin favorite Status Favorit ARI RV Dealer Search Customers Select Columns l Selected Rows 1 rows selected Customer Name Dealership Phone Interested In 4 Updated Status Sales Stage Assigned To a i 07 20 25 AM 10 25 15 AM x Cougar XLi 07 Aug 2009 08 Jul 2010
41. d De Roberts jason cbtrvs com Aug 2 2013 Inventory Get More Info Lead Detai Traud David arirvdemo com Aug 2 2012 2 Select Show optional fields on the top area of the data form footsteps won Dashboard Daily Workplan Recycle Bin Hot Customers Add a New Customer Note fields marked wath an are required Customer Information Source Enter the lead data you collected such as name and contact information Click Yes in the Mark as Lead field The area on the forms expands for you to add more detail 5 Select the appropriate industry 6 Select the lead source 58 FOOTSTEPS Select the internal lead form Click Add Products to indicate what type of products the lead is interested in 9 Select Save View Customer to add follow ups or additional notes or Select Save Add New Customer to enter a new customer without adding more information or follow ups to last customer Marking multiple leads as Contacted A quick way to mark multiple leads that you have contacted to via emails phone calls letters etc is to use the Mark Lead as Contacted feature from the Action menu any of main lead information pages 1 Select Not Contacted Leads Unread Leads Today s Lead or Yesterday s Leads from Leads on the top navigation 4 footsteps Welcome Bob McCann Dashboard Daily Workplan Customers Leads Reports Search Add New Lead Not Contacted Leads Unread Leads Not Contacted Leads Last 30 da
42. d Deal 4 Select Follow Up Type These should be familiar from the types you just entered 5 Add Unit this will be a number of days weeks months or years If you want to start the routine the same day as triggered enter 0 6 Click Save 7 Repeat these steps until you have added all the Follow Up Settings to support your follow up routines 36 FOOTSTEPS Adding custom fields The ARI FootSteps team with the help of FootSteps users has thought of most of the fields needed to run an effective CRM program However keeping with the spirit of total flexibility FootSteps allows for the addition of custom fields that are also searchable Examples of these might additional family names captain s name and phone number slip number preferred customers club members etc If you can think of it FootSteps can support it There are two types of custom fields Radio or Text Follow the steps below to learn how to add custom fields 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Customer Attribute Settings and select Manage Custom Fields Manage Custom Fields Custom Fields offer another way to store custom attributes on Customer Profiles Custom fields are additionally available for use on forms on your website Using a Custom field allows you to store information about your customers to further en
43. de e New Customer or Guest e Fresh Up e B Back e Phone Up Add a description this is optional if the description is obvious Click Save 7 Repeat these steps until you have added all the visit types to support your processes 30 FOOTSTEPS Manage sales steps After you add your visit types using the steps from Manage visit tyoes now you should add the unique steps to your process es Some popular steps are Presentation Demo Selection Write Up TO to Manager To to F amp l 1 Select Settings on the right side of the top navigation Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Recycle Bin KEE e Scroll down to Sales Workflow Settings and select Manage Sales Steps ei Manage Sales Steps If you have a defined path to a sale you may enter your sales steps here This allows users to indicate which sales step s a particular customer visit or action represents Select Add Sales Steps from the Action Menu on the Manage Sales Steps page LI Action Menu Add Sales Step CS Add a name for the sales step Add a description this is optional if the description is obvious Click Save Repeat these steps until you have added all the steps to support your processes 31 FOOTSTEPS Adding note categories on customer records When you add a note to a customer s record you can title the note with an appropriate category to identify the type of note Example of note ca
44. ds Reports Search Email Settings Recycle Bin 2 Select Add New User from the User and Company Settings section If the account supports multiple locations select the location first before adding a user to the desired location ey Add New User wast Create new users by adding user information including email address phone number s and job title Set password and User Role Note Number of users and roles are limited to FootSteps license agreement Contact FootSteps Support for additional users or questions 3 Complete the fields for each new user Field Definition User Name Type a user name You can use any letter number hyphen underscore or period to create the user name For example john smith or john_smith We suggest using the first last format john smith for greater anti Spam protection Keep in mind that customers see this field as the prefix of the FootSteps email address Password Enter a temporary password Users can change and manage their own passwords after they gain access to FootSteps User Role Select the role that identifies this user If you need more users added to this list please contact ARI Support 11 FOOTSTEPS Field First Name Last Name Email Address Job Title Session Timeout Select Preferences Definition Enterprise Manager this user role has the ability to access all setup functions in FootSteps see all customers assign customers and add or del
45. e appropriate tag Interest tags vary by industry and are often defined by the lifestyle or type of use that surrounds the products you sell or service Some examples are Cruisers Sailors Residential Commercial Weekender Tailgater Off Road Utility etc Follow the steps below to add interest tags 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Customer Attribute Settings and select Manage Interests Set up Interests which will be available to your users for tagging v Manage Interests customers Customers may be tagged with multiple interests helping you segment and target more efficiently 3 Select Add Interest from the Action Menu on the Manage Customer Attributes page LI Action Menu Add Interest CS Add a name for the type of customer interest Add a description of the interest this is optional if the description is obvious Click Save Repeat these steps until you have added all the customer interest tags to support your processes e gt St gt 33 FOOTSTEPS Setting up follow up routines A salesman s mantra has always been follow up follow up follow up FootSteps helps Sales Associates remember to follow up prospects before the sale and customers after the sale In addition to manually adding a follow up to the Visual Task List VTL FootSteps allows for predetermin
46. ed follow up routines triggered from Sales or Service Stages 4 Search by Last Name or Phone Number D footsteps m so mecan Cem Pal ustomer Dashboard Daily Workplan Customers Leads Reports Search Email Settings Er rem rm em rem pm rm em rm rem rm em rm pm rm em rm pen rm em rm I AA i l I f l fi I Bruce Bisping Nancy Bennett Bob McCann David Traud Jason Roberts l I 28 Mon 30 Tue 31 Wed 1 The 2 Fr 3 Set l July 28 August 3 28 Sun Follow up reminders tasks appear here in the Visual Task List VTL as well as the T a Saaai Phone Cs Daily Workplan i mmm mmm pm mm mm mm mm mm e mm mm mm mm mm mm mm mm mm l Bob McCann A Edit Last Contacted 08 02 2013 2 20 PM by Bob McCann Spouse Carol Assigned To Bob McCann Company LI Action Menu Address Email Address Date Added 2 10 2012 2200 Lagoon Dr bob_mccann arinet com Interest Level Somewhat Create Follow Up CR Dunedin FL 34698 Phone Numbers Interested h 7277359552 Customer Source Walk In a pois Sales Stage Sold m 80606 Status Contacted Has Purchased No Log Phone CR Log Visit Q Add Product r Interested in Products Category Actions Assign Salesperson Z Once you determine the number of touch points for the follow up routine before and after the sale the first step is to set your own naming conventions Rather
47. ee the rest of Today s Leads Click Lead Details to see the rest of the lead information Click Update Now to see anything newly submitted leads 44 FOOTSTEPS Widget Unassigned Customers Unassigned Customers x Ryan Smith Assign Dec 8 2011 Scott Thomas Assign Miawaukee WI Dec 8 2011 Tom Cook Assign Dec 8 2011 Beth Castro Assign Muskego WI Dec 1 2011 Brian Finnegan Assign Virginia Beach VA Nov 18 2011 Current as of 11 13 PM amp Update Now View All Description since the last page refresh The Unassigned Customers Widget displays customers that are not assigned to associates This Widget only has room for six Unassigned Customers If the Widget is full click View All to see the rest of the Unassigned Customers Even though abbreviated customer data displays in this Widget if you Know enough about the customer you can assign the customer directly from the Widget 1 2 Select Location if you have Multiple Locations Select Salesperson or New Salesperson This list of salespeople is managed from Manage Users or Add New User under Settings Click Save H you need more information about the customer before assigning click customer s name and look at the customer summary to determine who the customer should be assigned to 1 From Summary tab in on the customer screen click Assign Salesperson from the Action Menu Select Location if y
48. elivered 3 Select Add Sales Stage from the Action Menu on the Manage Sales Stages page Li Action Menu Add Sales Stage CS Add a name for the sales stage Add a description this is optional if the description is obvious Click Save Repeat these steps until you have added all the stages to support your processes pe Oe Sl Se 29 FOOTSTEPS Setting up sales steps Dealerships often measure their daily sales activity FootSteps allows you to preset the steps for YOUR sales process so the Sales Associates can simply check off the stages completed with a prospect on a fresh or b back visit These steps should be the milestone steps of the process such as Product Selection Write Up and others 1 Manage visit types 2 Manage sales steps The following sections include the steps for completing these two main steps Manage visit types 1 Click Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Sales Workflow Settings and select Manage Visit Types Manage Visit Types Create and edit Visit Types to help support your sales process Setting up Visit Types will allow users to log customer visits and enable reporting on traffic 3 Select Add Visit Type from the Action Menu on the Manage Customer Attributes page LI Action Menu Add Visit Type CS 4 Add a name for the visit type Examples inclu
49. email I will be out of the office until next week Tuesday If you need immediate assistance please contact the Sales Team at 1 800 333 1234 4 Make sure the Out of the Office checkbox is selected 79 FOOTSTEPS 5 Click Save The message you wrote saves for easy updating the next time you need to let customers know you are out of the office Your out of office message is now active When you log back in to FootSteps you will see a notification on your Dashboard that indicates that your out of office message is activated 80 FOOTSTEPS Launching Email Campaigns FootSteps makes delivering emails and reporting on the campaigns easier and keeps a copy of the email in each customer FootSteps record Email campaigning from FootSteps starts with drafting your message frankly this is the hardest part what are you going to say Once you have you message ready it s time for the easy part Using distribution lists Before we get into the main steps for launching your Email Campaign we recommend that if you want to use a distribution list emails that you have obtained in your email program that do not have names go ahead and set that list of first To add emails addresses that do not have names to FootSteps for email campaigning 1 2 Select Settings on the right side of the top navigation Scroll down to Email and select Distribution Lists Distribution Lists These lists are used to store email addresses that
50. emo com Aug To move a Widget Up Inventory Get More Info Lead Details down left or right Se SS am hover over the Widget Jordan Michele arrvdema com J25 2013 Title Bar I Your cursor changes 7 l urrentasof 211 PM AO Update Now Current as of 2 11 PM AO Update Now 2am I View All View All I I to 4am I Use this to drag the 7 I k Response Rate 89 29 Widget were you want it If there is a Widget eege e in the spot you drop it Jam the Widgets change E i places 56 Total 6 Not Contacted Ee EE re Average response time S 5 48 Closing a Widget Opening a new Widget H the Widget is not containing the information important to you you can close the Widget by clicking X on the top right corner of the Widget Confirm you want to close the Widget by clicking Remove 1 A space has to be available to open a new Widget In order to open a new Widget you may need to close a Widget to gain access to anew Widget Click Add New Widget Select the new Widget and then click Save 43 FOOTSTEPS Understanding the types of Widgets There are seven types of Widgets that Enterprise Managers can add to your Dashboard to help you manage your daily tasks Daily Workplan Today s Lead Unassigned Customers Highly Interested Customers Not Contacted Leads Inbox and Lead Response Time Widget Daily Workplan Daily Workplan X a Le Thursday 12 8 rrent as of 11 55
51. emplates for printing cccccccssseeceeeeseeeeeeeeeeeeeeeeeeaaaees 22 Setting up automatic EMAIIS ccceecccseeeecseeeeeeseeeeeeseeseeeeseeeeeeas 23 Creating auto responders s nnneeoeennneosenneneorenrrnosrnrrresrrnrrrrnnnneressnnrnee 23 Setting up scheduled emails c cece eeeeeeeeeeeeeeeeeeeeeeeseeeeeseeeeeeas 24 Learning about Content Groups 26 AOGINGNCAG SOUl CCS cece casemate ees 27 POGING Ber Eeler 28 Adamo E E Let 28 EWING Up Sales 30 REES 30 Manage sales SICDS E 31 Adding note categories ON customer recorde 32 Tagging customer interests ictedexedavadextcudcnsecuserusascsacunascevenasctedenodn 33 Setting up follow up FOUTINGS cccccccseeeeceeeeeeeeeeeeeeeeseeeeeseeeeeas 34 Setting up the follow up routine and triQGer ccccccseseeeesseeeeeeeeeeeeens 36 Adding CUSTOM Be E 37 Managing auto assignments n nennennneneeneennnnnornnerrnnenrnrrennenne 38 MDOUNG CUSTOMER E E 39 USG OO 1 C0 r neces 40 Reielelalebet Eent 40 Defining customers VS leads cccceeccceseeceeeeceeeeceueeceueeseueensees 41 Navigating around the Dashboard nnannnannnennnnnnnnnnnnnnnnnnnnnnnnnne 42 Organizing Widgets on your Dasbloard 42 Moving closing and opening new Widgets cccecessseeceeeeeeeeeeeeees 43 Understanding the types Of Widoets 44 More helpful tips about the Dashioard ccc eeeeeeeeeeeeeeeeeeeeeeeeeeeeaes 49 Working with Customer information
52. er a short while when you log on to FootSteps you will have plan for your day already in place with the best contacts at the best time for a productive day In addition the dealership can suggest follow up schedules that are triggered from sales stages For instance if your company wants everyone that visits the store to receive an email today a phone call tomorrow and letter the next day FootSteps will automatically add that to your Daily Workplan See Setting up follow up routines to setup the follow up triggered by statuses dhi Add Customer Dashboard Daily Workplan Customers Leads Reports Search Email Settings Hot Customers Recycle Bin View User Workplans Bob McCann X Monday 1 16 All of your assigned follow up tasks appear in your Daily Workplan 4pm D D EE ee PM F Bob McCann E Mail mccann arinet com H W 757 233 8334 B 6pm m Spm Adding future follow up Out of site out of mind is a wise man s saying that needs not to be said using FootSteps FootSteps makes it so easy to add a future follow up to any customer profile A best practice while using FootSteps is to always ask yourself before closing a customer profile When is the next time want to follow up with this customer It doesn t matter if it s today tomorrow next week month or year In addition to selling and servicing more customers you will be given credit for the contacts in the FootSteps Follow Up Activity report After
53. erences Definition Send notification when email new email arrives email sent from FootSteps that a recipient replies to returns to the FootSteps inbox To keep you notified of the new email select this notification and you receive an email at the email address entered above Send notification when a lead is assigned when a customer is assigned to a user FootSteps sends an email to the above email address Send notification of new leads from existing customer if an existing customer submits a new lead FootSteps auto assigns the lead to assigned user and notifies the user at the email address entered above Send notification of customer inventory notifier matches this feature only works with an ARI ePro2 website with the optional Product Notifier When a notifier is activated for a customer and a matching unit is posted to the ePro website FootSteps sends both the customer and assigned user an email notifying them of the matching unit Forward emails received by FootSteps on to employees personal email when this option is selected any replies that the employee receives to their dedicated FootSteps email address will be copied and forwarded along to the personal email to which they receive the alerts above Lager lf this feature is used and emails are replied to from an external email address copies will not be saved to FootSteps as they do when emailing from FootSteps If mobility is an issue remember you can use FootStep
54. ete users Sales Assistants this user role has the ability to see all customers and assign customers Sales Associates this user role has the ability to see customers who are assigned to them or entered by them Type the user s first name and last name Use Title Case for proper rendering for Merge Codes and the From field in emails Enter the user s email address This is the address FootSteps uses to notify users of new emails leads and product notifiers Enter the user s current job title This is just for reference and not customer facing This is the time of inactive use before FootSteps notifies users continue their work or to log out The system warns users when they are within two minutes of timing out due to inactivity You can select different communication options based on the type of user you are adding Each user can also select these under My Settings Email tasks and calendar each morning if selected FootSteps emails the user s Daily Workplan to the email address you added above Send notification of customer website activity this is known as the Watch feature that only works with an ARI ePro website integrated with FootSteps When a customer revisits the ePro website after submitting a lead FootSteps sends an email in real time notifying the assigned user of the customer browsing your company s site and the product s they are viewing 12 FOOTSTEPS Field Toggee Permissions Pref
55. ften as you like Keep in mind that FootSteps customer matching feature eliminates duplicate entries and allows you to choose which file you want to override the data the new data being imported or the data already in FootSteps To import data click Import Customers from the drop down menu under Customers in the main top navigation Dashboard Daily Workplan Customers Leads Re Add New Customer Recycle Bin Hot Customers Highly Interested Customers Today s Lead Recent Customers Unassigned Customers All Customers Recycle Bin Import Customers ae a oe EE OS e E NIDUN All the instructions and helpful tips are already on the Import Customer page to help you import your customer list with ease 39 FOOTSTEPS Using FootSteps After your Enterprise Manager has FootSteps setup to support your processes and nomenclatures it s time to start using the program Like starting with any new software program you need to jump in and start exploring what you can do with the program Practicing basic tasks To help you jump right in to learning FootSteps one of the first things you can do is verify that your user information is correct 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Select My Settings under the User and Company Settings section and review your user information User and Company Settings My Sett
56. g e Egeter 81 ECIUAG GIStTHOUTIONMISTS echecctasntorcdoveuereciaatendietm cu AI 82 Launching an Email Campaign from a distribution ei 82 Creating an Email Campaign ssccccienctsecuesedaetieasiotikciedstileacdde aces tiesioiie 83 Reading Email Campaign reports 85 Searching m Footiepne aaan 88 Using Me QUICK SC EE 88 Setting up rules for the advanced search 89 Saving We E er 91 Using the FootSteps reporting Teatures 92 Quick Summary Of reporting features cc cccccccsseesssseeeseeeeeeeeeeeeeeeess 92 FOOTSTEPS About this guide Like starting with any new software program you need to jump in and start exploring what you can do with the program This guide contains the how to s for your reference however we hope it was a waste of time publishing because the program is so intuitive and easy to use you just might not need the tutoring FootSteps at a glance OK let s say you are doing everything right and you are getting more leads than ever before Now s the time to handle these leads effectively and that means engaging the consumer in a conversation Als FootSteps provides manufacturers and dealers with an electronic means of logging and tracking all in store customer visits inbound outbound sales calls and Internet leads providing the ability to better manage the efforts of sales staff for accountability and follow up Then close the loop with FootSteps marketing automation and lead follow up system The more invent
57. gest you glance over other sections of Using FootSteps in this guide to learn more about searching reporting and Email Campaigns Defining customers vs leads Customers is simply a polite way to refer to any contact in FootSteps Every contact in FootSteps is a customer regardless if they made a purchase or not Leads by definition as they pertain to FootSteps are Customers waiting to be engaged helped This is your litmus test for the FootSteps difference between a customer and a lead e If the customer has been assisted and you want them added to the FootSteps database you simply add them as a customer e If the customer has raised their hand typically electronically through a website and hasn t been assisted by someone at your dealership they should be added to the program by Add Customer and Mark as Lead Marking as Lead triggers FootSteps to watch this customer and plug in the accountability via views such as Today s Leads Yesterday s leads All Leads Unassigned Leads Unread Leads Not Contacted Leads and associated reports relating to leads activity such as Lead Response Time Lead Matrix and Lead Scoreboard 41 FOOTSTEPS Navigating around the Dashboard When you logon to FootSteps you land on the Dashboard Enterprise Managers can setup the Dashboard to display information that is useful to you on a daily basis The following sections highlight the main features of the Dashboard Sales
58. he emas in the ist do not need to be customers in your database The system wil automatically track bounces and opt outs It will also respect V any opt outs from customers already in your database 3 Select i to the right of the selected Distribution List 4 Follow the steps for Creating an Email Campaign in the next section and the selected distribution list appears as preselected 82 FOOTSTEPS Creating an Email Campaign Setting up an Email Campaign contains four main steps with a few sub steps along the way define your Campaign select recipients compose your message and set up delivery confirmation Campaign To create your first Email Campaign click Create Email Campaign from the drop down menu under Email on the top navigation Search by Last Name or Phone Number p 4 footsteps Welcome Bob McCann z h Add Customer Dashboard Daily Workplan Customers Leads Reports Search Email Settings BEE Ze Email Inbox Manage Templates Create Email C i Not Contacted Leads Last30days X ine wes ah acres Daily Workplan Inventory Request a Quote Lead Details Inventory Request a Quote EMail Campaigns Report Tumaeva Antonia Website Aug 3 2013 Tumaeva Antonia Website Au Inventory Get More Info Lead Details Saturday 8 3 Roberts Jason cbtrvs com Aug 2 2013 Inventory Get More Info Lead Details Overdue Step 1 Define Campaign 1 Name or define your Email Ca
59. ight hand side of the screen The Select Columns pop up box appears 2 Select the columns you would like to have listed for your leads 3 Click OK 57 FOOTSTEPS Dashboard DailyWorkplan Customers Leads Reports Search Email Settings A TOT Dis In za sen JL en ge ARI RV Dealel Hot Customers Recycle Bin Status i DE j l All Leads l Select Columns x Select i y l Customer Nam Form Name Location Select the columns you would like available on the screen Sales Stage Columns l l Finnegan ARI RV V Customer Name i Internal Lead News e TT Ee S aS SS T es rr rm rn rm Voten nd i Form Name Finnegan YEN ar RV DI Location ET Get More RVG ear Brian info Dealer di Source iv 5 Inventory Received Date Schwandt ARI RV Ia Request a l Read Jay Ks Dealer as masie I Status Inventory F F E agon cae ARI RV v Sales Stage i Dealer i Age Quote purr Deeg VI MobilePhone F McCann Request a ARI RV V WorkPhone Bob Dealer rt i Quote NI Assigned To Fi Inventory ARI RV innegan Ge ch DI o Quote D Inventory ate pug Adding leads Follow the steps below to add leads that do not auto populate in FootSteps 1 Click Add New Lead from the Leads section on the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Not Contacted Leads Last 30 days Inventory Request a Quote Lead Deta Tumaeva Antonia Website Aug 3 2013 Inventory Get More Info Lea
60. imit the use of bold and Italic to make the signature easy to read Be sure to include the company s name images are often blocked and your logo might not appear Include extensions if your company has an automated telephone system Hot Customers Recycle Bin Edit My Signature m Bob MCM Sales Associate GBT RVs 757 555 8334 S com A best practice is to add the company s logo in the top left corner of the email so avoid adding the company s logo to your signature Good images to include in signatures are a picture of the salesperson representative brands industry affiliations or awards It s a good idea to standardize the signatures for proper and consistent company representation B 4 Wo SB i EI reng Font Famiy Font sie i IS El Form AF il gt BM aS a Sh P a BI 4 Click Save to save your changes and automatically exit the Edit My Signature page Email editor toolbar 74 FOOTSTEPS Using the Email Inbox Emails you receive from customers appear in the Email Inbox To access the inbox hover over Email from the top navigation and select Email Inbox Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Email Inbox Top Prospects Recycle Bin Saved Searches gt Manage Templates Inbox Create Emal Campaign Email Campaigns Report E Inbox From Subject Di mo Brian Finnegan lt Finnegan arinet com gt RE ARI Rv s Campers Your loca
61. inbox to let you know from your dashboard that you have email to tend to The emails in the inbox Widget only contain the subject line customer name and date To view email 1 Click the subject line This opens your full FootSteps inbox See Emailing from Footsteps 2 Click Update Now to see any newly arrived emails since the last page refresh 47 FOOTSTEPS Lead Response Time Lead Response X Response Rate 92 45 53 Total 4 Not Contacted Average response time 4 00 YTD MTD This Week Today Current as of 11 15 PM amp Update Now View full report Lead Response Time Widget lead response time is the arguably the single most important factor in managing leads You can do everything right but if you wait too long a prospect might be already engaged with the competitor Therefore FootSteps allows you put your response time and response rate front and center so you don t lose focus on your response time and rates and lose sales 1 Adjust timeframe by clicking YTD MTD This Week Today 2 Click View Details to view the details and charts of the report 3 Click Update Now to see new response times and rate since the last page refresh 48 FOOTSTEPS More helpful tips about the Dashboard Using Quick Search The Quick Search feature is a fast way to find your customers within FootSteps Quick Search ai Search by Last Name or Phone Number 2 footsteps Welcome B
62. ings Update your name addresses phones session timeout password and preferences 3 You see your basic user information as well as some preferences that your Enterprise Manager set for you on the My Setting page If you need more help understanding these preferences refer to the Add additional users section that Enterprise Managers follow in this guide to set up users Try it Now that you ve verified your user information in FootSteps go ahead and try some of the basic tasks listed in the table below If you need help with the task follow the step by step instructions in this guide Just click the links below to take you to the specific instructions for each task Basic task Instructions in this guide 1 Add yourself as a customer Adding customers 2 Senda test email to Composing an email yourself from your customer record 3 Add an email signature and Creating your email signature resend your test email to yourself to see how merge codes work 4 Add yourself as anew lead Adding leads 5 Make a note on your Adding a note on a customer customer record record 40 FOOTSTEPS Basic task Instructions in this guide 6 Adda follow up activity and Adding future follow up view it on your Daily Workplan 7 Arrange the Widgets on Navigating around the your Dashboard to show Dashboard the information useful to you Now that you ve completed some of the main tasks in FootSteps we also sug
63. irm or change the address for delivery notification Create Campaign Eal 4 Step 4 Schedule Delivery Send confirmation to mccann arinet com when campaign has finished being sent o Requested Campaign Delivery Start Time Date 12 9 2011 Time 6 26 e PM e EST Method Run my search again when campaign delivery begins Finish Campaign FootSteps sends confirmation that the campaign has been launched and also sends hourly reports on the open click thru and opt out rates You can stop these anytime from the email notifications Set Campaign Delivery Start Time An astute email campaigner knows the best time to launch email campaigns in their market for optimal open and click thru rates As a general rule middle of the week and middle of the day are the best time to send a campaign Simply set the date and time you want to send and FootSteps will launch as close as it can to that time If you want to launch NOW just click Finish Campaign and the current date and time will be submitted O note FootSteps will update your search query prior to the campaign to include all intended recipients Reading Email Campaign reports One of the many benefits of marketing through emails is the immediate feedback to the number of recipients that open the email and click on any of the links in the email The other factor that should be closely watched is the opt out rate Most novice campaigners ask What is a good open click thru or
64. ite Aug i 3 Antonia Website Aug 3 2013 All Customers Inventory Get More Info Roberts Jason cbtrvs com Aug Recycle Bin Inventory Get More Info Traud David arirvdemo com Ad Import Customers Types of customers Description Highly Interested These are customers that have been tagged as Highly Interested in Customers the Customer Profile Marked as Highly Interested they appear on the list when they are moved to Somewhat or Not Interested they fall off this list Recent Customers These are customers that have been accessed by you in the past 7 days Unassigned These are customers that are not currently assigned to a FootSteps Customers user See Assigning a salesperson All Customers These are all the customers in your FootSteps account Remember this is a list of unique customers that might differ from the number of All Leads If a customer has submitted two or more leads the customer only shows once in All Customers With each of the lists of customers you can perform certain actions in bulk On the other hand if a customer walks in and is added without a lead the customer count will be greater than the lead count Pick from the Actions drop down list at the bottom of the customer list to complete the desired tasks 50 FOOTSTEPS Julie ARI RY D i r Peterson Dealer Assign Salesperson Delete Customers Email Campaign Export All Print Mailing _ Schedule Repo
65. l RV Dealer html El Spam E Auto Response D Scheduled Campaign E Trash My Labels Add i Page i ofl rv From the Inbox you can reply to as well as manage your emails Inbox 4 G y emails page From Subject Date Inbox Sent Spam Auto Response Scheduled E Campaign Trash Brian Finnegan lt Finnegan arinet com gt RE ARI R s Campers Your local RV Dealer html Jan 20 at 3 16 17 PM My Labels Hot Customer En pm pm pm pm pm pm pm pm em pm pm pm em pm pm pm em i pm pm I D D D I After opening an emailinthe 4 Paget off gt Inbox you can move emails to customer records This will I keep all the received emails Displaying items 1 1 of 7 RE ARI RVs Campers Your local RV Dealer html intox Apply Labels Fri Jan 20th 2012 at 3 16 17 PM Dee Dees i Move to Customer Move to Trash Mark as Spam w More in the customer s record Thanks From Brian Finnegan mailto bfinnegan footsteps net Sent Friday January 20 2012 2 40 PM To Brian Finnegan Subject ARI RVs amp Campers Your local RV Dealer 75 FOOTSTEPS If a customer sends you an email to your company email account you can forward that email to your footsteps net email address and then move that particular email to the customer s record This way you have a history of the communication with the customer stored within FootSteps Moving an email to a customer record
66. ly Enterprise Managers can manage auto responders 1 Click Settings on the right side of the top navigation Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Recycle Bin 2 Click Automatic Emails in the Email section Email Automatic Emails ser Setup edit or delete Auto Responders or Schedule Emails Note Prior to setting up an auto responder or scheduled email you first must create an appropriate Ema Template to function with the automatic email Auto Responders instantly sends an email to the person submitting a lead form from your website or an internal lead source Schedule Emails send emails to persons submitting leads from your website an internal lead source and customer event on a delay after the lead arrives in FootSteps The delay can be set for whole hours only 3 Click Add New Auto Responder from the Action Menu LI Action Menu Add New Auto Responder CR Add New Scheduled Email f 4 Select the auto responder template from the folder Hopefully you organized your templates and you put the auto responder templates in an Auto Responder folder 5 Select the auto responder email template 6 Select the form s you want to associate the auto responder email template selected 7 If Internal Lead form is selected select your unique lead source See Adding lead sources to add unique lead source This is recommended for more granular reporting 8 If you want to auto responder
67. m Jul 25 2013 All Leads 2 Select the checkbox next to the leads you want to delete and then select Delete from the Action drop down list Selected Rows 2 rows selected Select all 176 rows Clear all rows fal Customer Nar Lead Source Form Name Received Dati Interested In Age Info Hornet Fifth Wheel 2009 Airstream Inventory 21 Jul 2013 Basecamp Loughry J cbtrys com Get More Q 06 27 59PM Travel Info Trailer Basecamp 2009 Forest River 40CBH Inventory 20 Jul 2013 Travel E Mogel Russ cbtrvs com Get More S Q Vi 05 31 40 AM Trailer nfo Cedar Creek Cottage 2009 Airstream Inventory Miller 20 Jul 2013 Basecamp E cbtrvs com Get More CH Eugene v i 01 33 25 AM Travel nfo Trailer Basecamp 2009 Keystone Inventory a McCann 18 Jul 2013 295BH Fifth F G cbtrvs com Get More KEEN TA Actions E D lq 4 Page 1 of 4 p pl 50 Y rows pagey Current 2 Actions Delete Email Campaign Mark as Contacted irt 800 558 9044 Customer Support Documentation Tri Print Mailing Schedule Report 3 Confirm the number of leads you are deleting If you want to also delete the associated customer records select the checkbox The Deleting customers section in this guide has more detail about removing customers from FootSteps 60 FOOTSTEPS Delete 2 leads Also Delete Customer Record Trailer 4 Click Delete The message Successfully Deleted the Leads appears towards the botto
68. m of the screen when the process completes Displaying items 1 50 of 176 ONS E A e Nar TA URE TA Web ale 61 FOOTSTEPS Editing or adding common workflows in customer records FootSteps makes editing and adding data easy by separating the most common fields from all the fields Edit or adding customer data from Summary Screen allows you to quickly edit common fields such as address phone email address sales stage source and status 1 While viewing a customer from the Summary tab select Edit David Traud A Edit Spouse Company Address Email Address Date Added 8 2 2013 gsriders mac com Interest Level Phone Numbers Customer Source Website US h Sales Stage 2 Update the necessary information and then click i l save You can also edit or add customer data from Profile tab EA o aaar Profile Salutation Spouse First Name Status No Contact First Name Tom Spouse Last Name Has Purchased No 1 While viewing a customer from the Profile tab click Edit 2 Update the necessary information and then click Save 62 FOOTSTEPS Managing your Daily Workplan Using your working plan in FootSteps should be an automatic process assuming you ask yourself each time you are working with a customer or prospect When should contact this person next and simply add a follow up from the customer s record refer to Adding future follow up for instructions Aft
69. ment Name F cbtrvsSH shannon held channelblade c Sales Associate Never v Department Name Gales W Beth Castro bethcastro wi nm com Never Actions x Actions 6 Confirm that you want to reactivate the user s and click Yes 17 FOOTSTEPS Creating email and letter templates Enterprise Managers should organize edit or add templates for users in FootSteps All users can use the templates that Enterprise Managers create In addition all users can add email or letter templates for their own use Templates do the heavy lifting in FootSteps using templates is a sure way of always delivering a consistent message via your auto responders automatic emails email campaigns personal emails or snail mail letters Additionally templates shorten the response time by making it easier for your salespeople y to quickly send a personal response to customers directly While templates add structure to the sales or service processes the templates in FootSteps allow for personalization to ensure a unique response for each customer or prospect If you find your team repeating the same message frequently it s time to add another template To begin working with email templates hover over Email in the top navigation and then select Manage Templates Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Email Inbox Recycle Bin Hot Customers Today s Leads X
70. mers to FootSteps is the ability to return a customer or a list of customers that have in interest in your products or the lifestyle you support The ability to search FootSteps is nearly endless starting with the most frequent method of searching for a customer via Quick Search to using the advance search features Using the Quick Search You can access the Quick Search at the top right corner of all the pages Use this field to quickly search for customers 1 Type the customer s last name or phone number and press Enter to begin your search Search by Last Name or Phone Number D 4 footsteps Welcome Bob McCann z Add Customer Dashboard Daily Workplan Customers Leads Reports Search Email Settings Hot Customers Not Contacted Leads Last 30 days X Lead Response X Daily Workplan X Brochure Request a Quote Lead Details Response Rate 92 45 lay a gt Gritchina Daria anrvdemo com Jul 25 2013 Inventory Get More Info Lead Details Wednesday 7 31 Jordan Michelle anrvdemo com Jul 25 2013 Inventory Get More Info Lead Details Overdue Loughry J cbtrvs com Jul 21 2013 d e If you have the option to select multiple locations select to determine which location to search A gt Search by Last Name or Phone Number 2 footsteps reene EES My Location Pa Add Customer Dashboard Daily Workplan Customers Leads Reports Search Email My Settings A an Locations eut Classic View The search is not
71. mpaign to make it easy to reference the report later for reporting purposes Create Campaign 1 Campaign Step 1 Define Campaign Note all felts are required Campaign Name Holiday Sale 2 Click Next Step 2 Select the customers to receive the report There is no limit on the number of customers you can select 3 Click Select all Customers This only picks up customers with valid email addresses unbounced email addresses and non opt out status Refer to steps in Launching an Email Campaign from a distribution list if you want to add additional recipients 83 FOOTSTEPS Create Campaign Step 2 Choose Recipients Note all flekis are required Select all Customers o Step 3 Select Message Ideally your message should already be setup and ready to go at this point and all you would have to do is select the proper template and test or go to the next step Create Campaign Message Step 3 Compose Message Compose Email From Bob McCann lt cbtrvs footsteps net gt Show CC and BCC options Subject H Templates 1 Select Industry RVs 2 Select Folder Email Campaigns 3 Select Template Choose Template e Blues El Paragraph Font Famiy FontSze A ay Berge Codes j Fx me QY DI EAE l Merge Code Reference Use Ee merge codes Delow to Fer personalized copy and links Ifo your email 4 To insert a ready to go template select the industry specific the
72. n addition to viewing the reports in FootSteps you can schedule the reports to be emailed to one or all stakeholders You can access the reports from the drop down menu under Reports on the top navigation menu D footsteps Welcome Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Lead Response Recycle Bin Hot Customers Today s Leads X Lead Matrix Summary Ema Campaigns Customer Status A Follow Up Activity req Lead Scoreboard J Scheduled Reports Quick summary of reporting features Before creating your first report read some of the following tips below Most reports allow for selecting date ranges Select the date ranges available and select Refresh The customize feature allows users to select or deselect parameters of the report Click the Customize bar to expand the selection area The parameters selected will be saved for the next time the report is accessed To export reports select the format from the Export drop down menu Files available PDF CVS Excel PowerPoint Rich Text TIFF Web Archive and Word Document Click Export Follow the browser prompts to save or open export files To print reports click the printer icon and follow your browser prompts Scheduling reports An alternative and more proactive way to review reports might be to deliver them to stakeholder s inboxes To do so access the report you want to schedule and choose Schedule Report
73. n apply when setting up your search these rules help you precisely find what you are looking for in FootSteps Is In defaulted When Customer selecting Is In the return First Name Equals will contain customers that Last Name ren are in Is In the fields you Email Address Contains typed or selected wa Equals State Equals e For example If you want to OEE SE return a list of customers Couey Cate Equals v that submitted Service and or Parts web lead forms select Is In and select Service and Parts forms Country Equals Sales Stage Equals Select S i Customer Status Equals ir Select v Assigned To ls In v 0 selected x Bounced Email Select v Opt Out cae zs Select v eee ee Product Not In When selecting Not In the return will contain ALL customers that are not Not In the fields St lsin Te O selected 7 Form Name 0 selected Y r sel l ot In you typed 9 2 ected Lead Date Na Date End Date Lead Status Equals v Select v return a list of ALL SEN Equals _ Select v customers that didn t submit Service and or Parts web lead forms Select Not In and select UU UU nnn ee Ses see esses sess esse ss see see ee ee se se eee esse eee eee ess l Service and Parts forms Equals defaulted When you select Equal the return contains exactly what you typed or selected for the Search Field For example select Sold in the Sales S
74. not allow the email to be sent To add a place holder simply type two add your prompting text and finish with two J For example UNIQUE FEATURE When you add the second set of brackets the text prompt box becomes highlighted in yellow for easy visibility 19 Creating yellow highlighted prompts helps your sales team quickly add detailed information to their emails FOOTSTEPS B 7 U ak Se e Paragraph Font Famiy Font Size e A X EE Zem er 3 E Be ES GEN ARI RVs amp Campers FIRST_NAME Thank you for your inquiry regarding the YEAR MAKE MODELI Unfortunately that unit has already been sold However we do have a YEAR MAKE MODEL available that may be of interest to you based on your first selection ADD MORE DETAILS COLOR OPTIONS EI will call with you at TIME BLOCK to answer any questions you might have on this unit If you would like to contact me can be reached at SASSIGNED_EMP_PHONE Thanks for your inquiry look forward to helping you get on the road soon Sincerely SASSIGNED_EMP_SIGNATURE Adding email templates 1 To add email templates hover over Email in the top navigation and then select Manage Templates Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Email Inbox Recycle Bin Hot Customers _ em qm a as W d Manage Templates Unassigned Cu Create Email Campaign Email Campaigns Report 2 Click Add New
75. ny page You can also hover over Customers from the top navigation and select Add New Customer footsteps Welcome Bob McCann Dashboard Daily Workplan Customers Leads Reports Se Add New Customer Highly Interested Customers Recent Customers Not Contacted Leads Unassigned Customers Inventory Request a Quote Tumaeva Antonia Website Aug Inventory Get More Info Roberts Jason cbtrvs com Aug Recycle Bin All Customers Inventory Get More Info Traud David arirvdemo com A Import Customers Inventory Get More Info 2 Enter all necessary customer data on the Add New a Customer page if a duplicate customer appears see the next section in this guide FootSteps requires you to add the customer s first and last name the source and at least one way to contact the customer phone email or address 4 Search by Last Name or Phone Number footste Welcome Bob McCann Fad Add Customer Classic View Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Add a New Customer Note fields marked wath an sre required Customer Information Source First Name Last Name Prim Email Home Phone Work Phone Mobile Phone Street Address City State Province Zip Code Country Select Assigned To McCann Bob Customer Support Documentation Training Submit Feedback 3 Click Add Products to add product of interest or what the customer currently owns 52
76. ob McCann Dashboard Daily Workplan Customers Leads Reports Search Email Settings Fad Add Customer Hot Customers ARI RV Dealer Not Contacted Leads Last 30 days X Lead Response X Daily Workplan X Brochure Request a Quote Lead Details Response Rate 92 45 today lt Gritchina Daria arirvdemo com Jul 25 2013 F Inventory Get More Info Lead Details E Wednesday 7 314 Jordan Michelle arirvdemo com Jul 25 2013 Inventory Get More Info Lead Details Overdue Loughry J cbtrvs com Jul 21 2013 Search using the customer last name or phone number The search is not case sensitive and if you not sure of the spelling you can search with the letter s you think it starts with Adding Favorites The first time you see your favorites is on the top of the Dashboard below the top navigation 4 footsteps Welcome Bob McCann Dashboard Daily Workplan Customers Leads Reports Search Email Settings EEN l Hot Customers Not Contacted Leads Last 30 days X Highly Interested Customers X Brochure Request a Quote Lead Details Daria Gritchina Gritchina Daria arirvdemo com Jul 25 2013 Jul 25 2013 Inventory Get More Info Lead Details Bruce Bispi Jordan Michelle arirvdemo com Jul 25 2013 Minneapolis MN Sold Jul 18 2013 Inventory Get More Info Lead Details Jeff rs Loughry J cbtrvs com Jul 21 2013 Albuquerque NM Oct 4 2012 Inventory
77. orkflow settings area Manage Customer Sources pP If you would Eke to keep track of specific customer sources manually you may do so here This allows you to create certain defined Customer Sources to help you better gauge your ROI from various marketing efforts 3 Click Add Customer Source from the Action Menu Li Action Menu Add Customer Source CR Add a name for the customer source Add a description this is optional if the description is obvious Click Save Repeat these steps until you have added all the stages to support your processes NO oO gt Adding sales stages FootSteps has three defaulted sales stages that work as follow up triggers Quoted Sold and Delivered You can add as many other sales stages that you want to trigger follow up routines track and or report Examples of sales stages are 28 FOOTSTEPS e Pending Finance e Dead Deal e Inactive e Finance Turndown e Bought Elsewhere To add sales stages follow the steps below 1 Select Settings on the right side of the top navigation Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Sales Workflow Settings and select Manage Sales Stages Manage Sales Stages Add edit or delete your own defined sales stages to track sort and report on customer status throughout the sales process FootSteps has three defaulted stages that can t be deleted Quoted Sold and D
78. ory and lead management solutions communicate the more effectively you can put the right people into the right unit Timely R e Customer communication is made simple by automating highly e engaging communication and information Save time reduce frustration drive traffic promote inventory and improve consumer response FootSteps greatest attribute is its flexibility to support your sales processes rather than you having to change your process to adapt to FootSteps W FooTSTErSs Features e Saves time and increases productivity FootSteps automates portions of the sales process to ensure that every lead is taken care of properly and that no lead falls through the cracks Implementing a regular follow up program typically results in close rates 30 to 50 higher than average e Nurtures customers and prospects Designed to completely automate follow up when the visitor submits an online lead places a telephone call fills out an online credit application schedules a service appointment or some similar event Nurturing leads throughout the buying cycle is crucial to the short and long term growth of your business e Shortens response time and sales cycle FootSteps automates portions of the sales management process and enables actions to be cascaded assigned tracked updated and reported on in one easy to use tool e Delivers a consistent professional message Your sales team will follow up more efficiently and professionally Foo
79. ou have Multiple Locations Select Salesperson or New Salesperson This list of salespeople is managed from Manage Users or Add new Users under Settings Click Save Click Update Now to see anything newly submitted leads since your last page refresh 45 FOOTSTEPS Highly Interested Customer s Interested Customers X Mike Alleva View Virginia Beach VA Sold Jan 10 2011 Current as of 12 03 AM amp Update Now View All Not Contacted Leads Not Contacted Leads Last 30 days X Inventory Request a Quote Lead Details Tumaeva Antonia Website Aug 3 2013 Inventory Get More Info Lead Details Roberts Jason chtrvs com Aug 2 2013 Inventory Get More Info Lead Details Traud David arirvdemo com Aug 2 2013 Inventory Get More Info Lead Details Guarno Vinny arirvdemo com Aug 2 2013 Inventory Get More Info Lead Details Jordan Michelle arirvdemo com jul 25 2013 Current as of 2 17 PM amp Update Now View All The customers you mark as Highly Interested in the customer profile display in this Widget This Widget only has room for six Highly Interested customers If the Widget is full click View All to see the rest of the Highly Interested customers Click Update Now to see new Highly Interested customers added or deleted since the last page refresh As leads arrive from any source included manually added leads that haven t been contacted display in
80. ou may find that you are unable to edit create HTML emails from your Smart Phone or PDA FootSteps requires JavaScript and Cookies in order to operate So if you are having problems logging in particularly from a phone it is very likely that you have to configure your security settings Logging in 1 To login in to FootSteps type www FootSteps net in the address bar of your browser 2 Type your LOGIN and PASSWORD issued by the ARI personnel or your company s FootSteps administrator Passwords are case sensitive LOGIN PASSWORD 3 Click Submit The FootSteps Dashboard appears Getting support If you have questions about FootSteps contact the ARI Support Team Sales 800 755 6040 Support 800 558 9044 You can also complete the online form on the FootSteps Customer Support page FOOTSTEPS Understanding your user role In FootSteps there are three types of users e Enterprise Managers can access all setup functions in FootSteps see all customers assign customers and can inactivate or activate users e Sales Assistants can view all customers and assign customers e Sales Associates can view customers assigned to them or the customers they enter A preference can also be selected to have Sales Associates see customers assigned to other associates in a read only or add only notes basis FOOTSTEPS Setting up FootSteps to support your sales processes This section of the guide is for Enterprise Manage
81. ow often they read your email 86 FOOTSTEPS e Mobile Devices Many mobile devices like the Blackberry read email in text format by default In text format no images are downloaded so if someone reads your email on a Blackberry it is not counted in your open rate So if the people on your list have been using mobile devices to read email more that would decrease your open rate Are you getting what the problem is here Messages that have images in them are the only messages you can track open rates Yet most mail programs block images from getting through That means that if they block the images even if people are opening your emails you won t know it Then there are a couple of other problems First are Spam filters Spam filters are more common and some are set so high you need a Coast Guard Cutter to break through Plus because so much of the Spam email that sells you cheap prescription drugs Spam filters are more likely to filter out emails with images in them that text emails BTW have you noticed that more Viagra emails are arriving as text emails and no longer contain images They figure they would rather get to your inbox without being able to check the open rate than run the risk of going right to Spam since it is unlikely you can check the open rate anyway Start looking at Click Through rate it s a 100 accurate 87 FOOTSTEPS Searching in FootSteps The payoff for diligently adding all prospects and custo
82. p cm Log Phone Log Visit Q Add Product r Add Document Assign Salesperson Click Add Document Browse your PC to find the document you want uploaded Add your description of the document Click Add St oe eS Pa Emailing from FootSteps Emailing from FootSteps is easiest and most effective if the email templates are used If a situation arises where you don t have an appropriate template for the email response you should use the Dealer Stationary email template to maintain consistent branding Creating your email signature Email and letter templates use the merge code ASSIGN EMP_SIGN If you don t add a signature your emails will be sent without a signature which helps identify you and provides your additional contact information Creating your email signature is one of the first tasks you ll want to complete when you first start using FootSteps To create an email signature follow the steps below 1 Select Settings on the right side of the top navigation Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Recycle Bin 2 Select Edit My Signature we Edit My Signature Create or edit the email signature that you would ike to use when sending emais through the system 3 On the Edit My Signature page you see a full email editor that allows you to format your text Below is a sample of an email signature 73 FOOTSTEPS Use bold to have your name standout L
83. ps Welcome Bob McCann Dashboard Daily Workplan Customers Leads Reports Search Email Settings Advanced Search Saved Searches gt Buyers Brian Customers Not Contacted Leads Last 30 days X Today s Leads Inventory Request a Quote Lead Details Inventory Request a Quote Lead Detail RVDA Tumaeva Antonia Website Aug 3 2013 Tumaeva Antonia Website Aug 3 2013 Class C Inventory Get More Info Lead Details Roberts Jason cbtrvs com Aug 2 2013 Sold Customers Inventory Get More Info Lead Details Traud David arirvdemo com Aug 2 2013 Keystone Inventory Get More Info Lead Details e Hover your curser over Saved Searches and your saved searches appear Select the Saved Search and an up to date list will return using your saved parameters e Delete Saved Searches access these Saved Searches from the drop down menu under Search in the top main navigation Click Saved Searches and your saved searches will appear Click X and confirm the deletion by clicking Ok 91 FOOTSTEPS Using the FootSteps reporting features Another payoff for using FootSteps is the reporting that becomes a perfect tool for coaching your team to higher performance in addition to the daily accountability to where no customers fall between the cracks Several of the reports are also Widgets that you can add to the Dashboard See Navigating around the Dashboard and Understanding the types of Widgets for quick reference I
84. r the report can be adjusted by choosing date ranges TYD MTD This Week Today 30 Days or select your own dates Email Campaign See Reading Email Campaign reports Reports Customer Status Now you can quickly pull up all the customers that have been tagged with one of your specific customer status Example you want to know how many customers are marked SOLD for a sales report or need to find out what s keeping them from being DELIVERED It s only a click away Follow Up Activity This is a great fly on the wall report to know how sales activity has been scheduled and completed by your sales team This report rolls up all the scheduled follow up and logged phone calls and displays to show the difference in activity between each Sales Associate It s often said by managers using FootSteps that the top performers on this list are also on top of the sales leader board Remember if you look forward in the report to see how much scheduled activity a Sales Associate has posted in their Daily Workplan know that the percent of completion will be lower due to the activity not due yet Lead Scoreboard When you are good at managing leads the next logical step is to generate more leads This report will help decide which lead source is producing the most leads and how you crew is managing them 93
85. rest 25 FOOTSTEPS Learning about Content Groups You could never tell by the name of this feature what it does It simply counts how many customers click on links from websites or emails Please note that this function does not exist for scheduled emails Instead of simply inserting a hyperlink in an email or a link directly from a banner ad to your website you can use a content group link and measure the number of customer that click on the link FootSteps counts the numbers of clicks and directs them to the appropriate webpage In addition if the web page is hosted by ARI the link tracks the number of customers submitting leads from the content group link Very powerful 1 Click Settings on the right side of the top navigation Dashboard DailyWorkplan Customers Leads Reports Search Email Settings Recycle Bin 2 Select Manage Content Groups in the Email section Manage Content Groups Measure the amount of traffic arriving from any web source by creating a Content Group In addition to the number of hits recorded from a web Source also track the number of leads generated and their disposition 3 Select Add New Content Group from Action drop down list at the bottom of the grid Actions Actions Show Archive Add New Content Group 4 Name the group and a add description 5 Paste in the destination URL This is the location on the web you ultimately want the customer to land
86. rich your profiles 3 Select Add Custom Field from the Actions Menu on the Manage Customer Attributes page LI Action Menu Add Custom Field i Add the title of custom field Select Type Text If you need to add free text to this field select Text Radio If you need this field to include or exclude the customer select Radio Default Yes or No Click Save Repeat these steps until you have added all the custom fields to support your needs 37 FOOTSTEPS Managing auto assignments FootSteps auto assigns leads in a round robin method to any number of users using variables Location Source Form Type Country Category Make and Length These rules can be rank ordered to prioritize lead assignment from one or more sources Follow the steps below to manage auto assignments 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 10 11 Scroll down to Sales Workflow Settings and select Manage Auto Assignment Manage Auto Assignment Setup edit or delete auto assignment rules FootSteps will auto assign leads in a round robin method to any number of users using variables Source Form Type Country Category Make Length These rules can be rank ordered to prioritize lead assignment from one or more sources Select Add Auto Assignment Rule from the Action Menu on the Automatic Assignments page LI A
87. ring customers You can return deleted customers to active status in your FootSteps account Deleting a customer is different than purging a customer Deleting a customer simply places the customer s record in the Recycle Bin Purging a customer removes the customer s record permanently from FootSteps To restore deleted customers follow the steps below 1 2 Hover over Customers and select Recycle Bin Select customer s that you want restored from the Recycle Bin by clicking the box to the left of the customer name You can also click the box above in the title bar to select all on that page hal Customer Nan Dealership ARI RV Desler ARI RV Dealer F Tom Castro MI Tom Cook Select Restore Selected from Actions drop down list at the bottom of the list Actions Actions Purge Selected Restore Selected Confirm the number selected for restore by clicking Restore 55 FOOTSTEPS Purging customers When you purge customers they are gone forever from FootSteps Deleting a customer is different than purging a customer Deleting a customer simply places the customer s record in the Recycle Bin Purging a customer removes the customer s record permanently from FootSteps To purge follow the steps below 1 Select customer s that you want restored by clicking the box to the left of the customer name Click the box above in the title bar to Select All on that page hal Customer Nan De
88. rs Checklist for Enterprise Managers Setting Up FootSteps checklist To get FootSteps ready for all other users review the high level list of the tasks you need to complete While it might seem like a lot to get ready keep in mind that many of the tasks only have a few steps to complete Remember If you need help performing any of these tasks this guide contains the detailed steps to help you through the process Click the tasks below to go directly to the instructions Print this page to help you keep track of your progress Set up tasks Completed 1 Add departments 2 Add additional users Create email templates Add letter templates for printing Add lead sources Add customer sources Add sales stages Set up sales steps FOOTSTEPS Managing departments As an Enterprise Manager you can easily add and edit departments in FootSteps to meet business needs Adding departments Follow the steps below to add your company s departments to FootSteps 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Select Manage Departments in the User and Company Settings section Manage Departments Create and edit departments used to organize your users Examples might include Sales Department Service Parts etc 3 Select Add Department from the Action Menu LI Action Menu Add Department 4
89. rson from the drop down list 6 Click Save to schedule the contact and add it to the Visual Task List VTL and Daily Workplan If you want or need to edit a follow up select the follow up item from the Visual Task List VTL or Workplan and edit the date time add or edit notes and Save The follow up reschedules and the new notes are saved 65 FOOTSTEPS Logging phone calls If you want to make a note of inbound or outbound calls that aren t scheduled and get credit for the activity in the reports use this feature 1 Select a customer name to access the Summary customer tab click Log Phone from the Action Menu Print Last Contacted Assigned To LI Action Menu Create Follow Up i Log Phone CR Log Visit Q Add Product 2 Add your notes in the Comments field The current Date amp time already appears Log Phone Call x Edit Date Completed 8 2 2013 1 ei 23 e PM e Comments 3 Click Save The phone call appears on the Visual Task List VTL and the Workplan to show the follow up and also appears on the Follow Up Activity Report 66 FOOTSTEPS Logging visits A popular manager s and salesperson s means to increase sales is to measure the showroom activity and note what steps are being completed and what steps are being bypassed The reports from these activities help managers and salespeople continue what they do well and help them focus on the weaker parts of their sales proce
90. rt You can also adjust the type of information that appears for your customers 1 Click Select Columns on the right hand side of the screen 2 Select the columns you would like to have listed for your customers 3 Click OK Dashboard DailyWorkplan Customers Leads Reports Search Email Settings ogout et CaS e E SS i mt ARI RV Dealer Search Customers Select Columns Select the columns you would like available on the screen Customer Name Dealership Customer Name Sales Stage Dealership El Jay Schwandt ARI RV Dealer Phone E MobilePhone E WorkPhone Email Address Interested In Added Updated Status Sales Stage Assigned To E Bounced Email T Opt Out Il Rick Tala ARI RV Dealer ET Bob McCann ARI RV Dealer E Aen Lintvet ARI RV Desler Shari Saeger ARI RV Dealer Contacted Finnegan Brian 1 E Brian Finnegan ARI RV Dealer nie Cmte ee el Sold Finnegan Erian 05 48 37 AM 05 45 16 AM 39Z 20 11 Dec 2011 14 Dec 2011 g Actions A l Poze SEN 50 v rowsipage e Displaying items 1 50 of 69 51 Classic View Select Columns Wen zm pm e pm mm pm mm pm mm pm mm vg FOOTSTEPS Adding customers When you re ready to add customers to FootSteps follow the steps below Note User has to have permission to Add Customers Permission can be granted by Enterprise Manager See Managing Users 1 Click de Add Customer at the top right of a
91. s Mobile at w FootSteps net and use your same username and password Emails sent from FootSteps Mobile will be saved in FootSteps Delete Customers and Leads when this is checked the user can delete leads and customers Remember that FootSteps moves customers and leads to the Recycle Bin when deleted and an Enterprise Manager would have to empty the Recycle Bin to totally lose the customer Best practice is not to delete customers and move them to an inactive dropped or dead status See Managing Sales Steps to add custom sales stages You may have lost this sale but chances are with FS you will do a better job staying in touch with the customer than the selling dealer and they will look to you for their service or next purchase This being the case think twice about allowing deleting customers Export Customer this allows the user to export the customer data for their assigned customers 13 FOOTSTEPS Field Definition Merge Customers this allows this user to merge duplicate customers Remember that users can only merge the customers they can see so allowing a Sales Associate to merge can only result in merging their own customers If the two customers are assigned to separate Sales Associates an Enterprise Manager or Sales Assistant will have to perform the merge See Merging customers for more direction on merging Add Customer this gives this user the ability to add customers manually in FootSteps Send Email C
92. s to mention a specific product select Yes for Add Interested In Select Type New Used or Brokerage Consignment Add Make Model or Category Note not all the fields are mandatory The system will match based on the criteria you entered 9 Click Save 23 FOOTSTEPS Click to change a form an associated email template or a product of interest Click to move change for order or response as the system will send out the first matching auto responder it finds when a lead comes in The system will send only one auto responder per lead based on the first match it finds Setting up scheduled emails To send emails automatically in the future FootSteps will do so We need to caution on sending emails in the distance future due to having an ill timed email sent when the time wasn t just right FootSteps will also prompt users to send emails rather than automatically send them See Adding Future Follow Ups To have FootSteps send an email automatically 1 Click Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Click Automatic Emails in the Email section Email Automatic Emails sr Setup edit or delete Auto Responders or Schedule Emails Note Prior to setting up an auto responder or scheduled email you first must create an appropriate Emai Template to function with the automatic email Auto Responders instantly sends an emai
93. ss Dealers approach facilitating this in two ways 1 Salespeople log their visits or 2 Sales Managers log the visits when the salespeople check with the desk manager during each customer visit This ensures a more accurate report and every opportunity is added to FootSteps Follow the steps below to log a visit 1 Select a customer name to access the Summary customer tab click Log Visit from the Action Menu Last Contacted Assigned To LI Action Menu Create Follow Up Ce Log Phone Ca Log Visit Q Add Product f Assign Salesperson Z 2 Select the type of visit which is typically New Visit or B Back For more about adding or editing visit tyoes see Manage visit types 3 Select completed sales steps These steps can be added or edited at Manage Sales Steps under Settings The report that rolls up these visits to a location and salesperson level can be found under the Reports drop down called Summary 67 FOOTSTEPS Assigning a salesperson H salespeople are entering their own customers FootSteps auto assigns the customer to the salesperson entering the customer If they need to assign or reassign a customer to a salesperson it takes just a couple of clicks 1 Select a customer name to access the Summary customer tab click Assign Salesperson from the Action Menu Last Contacted Assigned To E Action Menu Create Follow Up cm Log Phone CR Log Visit Q Add Product Assign Salesperson A
94. t change or delete products access the products Interested In from the customer Summary screen or Products screen Products Currently Owned and Previously Owned are only accessed from the Products screen 1 Select Delete alongside of product description and confirm by selecting Yes 2 Select Edit alongside of product description 3 Change from Interested In to Currently Owned and then update or add data in appropriate fields 4 Click Save Product Adding a note on a customer record 1 From Summary tab in on the customer screen click Add Note from the Action Menu LI Action Menu Create Follow Up cm Log Phone Ce Log Visit Add Product sf Assign Salesperson Z Add Lead P Compose an Email Add Note e Delete Customer amp 2 Select a category of the note 3 Add or paste any necessary details 4 Click Save Notes appear in Summary Last five activities or Activity tab Uploading documents Storing documents with each customer profile in is FootSteps first steps on going Green A couple of examples of companies use is to store pictures of customers and with their new toys or scanned documents related to the sale These documents can be view anywhere you have FootSteps Pro access and the associated program to open them 1 From the customer summary page click the Documents tab 72 FOOTSTEPS summary Prefs Act Ema Leds Produc Documents LI Action Menu Create Follow U
95. tSteps is a cost effective tool to communicate with prospects and customers e Increases sales All the information your teams need in one place all the time Follow up manage and nurture ALL inquiries from trade shows email phone walk ins and more e Improves communications and accountability Buyers are willing to build a one on one connection when they receive information more pertinent to his or her interests FOOTSTEPS e Builds customer loyalty Prospect categorization template driven eMail marketing calendar management and reminders are among the many FootSteps features designed to foster customer relationships and stay in touch with them long term e Enhances brand recognition Be there and top of mind without ongoing effort on your part and to keep prospects engaged when they are not quite ready FOOTSTEPS Getting started Here are just a few introductory topics we need to talk about before we can show you how to use FootSteps System requirements H can get to Google you have an Internet connection good enough to access FootSteps You do not need to install any special software The current supported and tested environments for FootSteps include e Firefox recommended e Chrome recommended e Safari recommended e Internet Explorer 8 9 You can also use your Smart Phone to navigate to FootSteps though most Smart Phone browsers are not capable of rendering HTML editors As a result y
96. tage field and keep Equals selected the return will be those customers that are marked Sold in the customer profile Not Equal When you select Not Equal ALL customers other than what s typed in or i selected will return For example select Sold in the Sales Stage field and select Not Equal for the search mode and the returns all customers NOT Sold i i For example you want to Contains Contains is a wildcard search and returns customers containing any particular word or part of a word the field searched For example you want to find customers that live in Florida You re not sure how all of them were entered Florida FL or FLA So Type FI into to the State Provence search field and all customers living in Florida will be returned 90 FOOTSTEPS Saving your searches After searching for a list of customers and find yourself searching for that list of customers often you may want to save the search so you can search for the list with only one click FootSteps will always return the most updated list as add or delete customers from the search parameters 1 After searching customers or leads and the list of customers returns select Save Search from the Action box at the bottom of the list of customers 2 Name the search and add a description if the name is not obvious 3 Click Save The search parameters save Access your saved searches from the drop down menu under Search in the top main navigation b footste
97. tegories Phone Call Showroom Visit Quote Service Issue etc Follow the steps below to edit note categories 1 Select Settings on the right side of the top navigation Dashboard Daily Workplan Customers Leads Reports Search Email Settings Recycle Bin 2 Scroll down to Customer Attribute Settings and select Manage Note Categories e Manage Note Categories d Add edit or delete your own defined categories for Notes added to customer activity by FootSteps users FootSteps has two defaulted categories that can t be deleted System Note and Profile Change Note Note categories come pre populated with several names and you can add or delete unwanted categories 3 Select Add Note Category from the Action Menu on the Manage Customer Attributes page LI Action Menu Add Note Category CS 4 Addacategory name 5 Add a description this is optional if the description is obvious 6 Click Save 7 Repeat these steps until you have added all the note categories to support your processes 32 FOOTSTEPS Tagging customer interests Tagging customer interests is one of the most important pieces of proper Customer Relationship Management CRM When it comes time to reach out with offers and information via email or snail mail or any other means it is very important that you are directing the right message to the right audience FootSteps has made it very easy to setup interest tags for the users to simply check th
98. template that is stored 5 Select the folder the template is stored in Such as Email Campaigns 6 Select the appropriate template Some users like to test the email to ensure the merge codes and hyperlinks are working before launching the email campaign Simply add your email address to Test Email field and click Send Test You should receive this email quickly depending upon emails campaigns in queue The merge codes will populate from the first customer on the list Be sure to click the hyperlinks to ensure they link to the intended destination Change the From Name to the assigned Salesperson s FootSteps name This is another feature that makes email campaigning from FootSteps so unique Simply by selecting this feature shows the email to come the salesperson rather than just the company Our test show that emails arriving from an individual the recipient knows get opened and click thru 400 more often than ones coming from the company in the from field 84 FOOTSTEPS Change the From Address to the assigned salesperson s Footsteps email address By selecting this feature the emails replies from recipients will be sent to the assigned associate for fulfillment Marketing personnel might launch the campaign but with FootSteps the replies can go directly to the salespeople for quick engagement 7 Click Next Your email is now ready to be sent or scheduled for delivery Step 4 Schedule Delivery 8 First you must conf
99. the Not Contacted Leads Widget This Widget only has room for six Non Contacted Leads If the Widget is full click View All to see the rest of the Not Contacted Leads If you have leads assigned duties Enterprise Manager or Sales Assistant you might want to click Lead Details to see all the lead details before assigning it to an associate 1 Click Assign Salesperson from the Action Menu 2 Select Location if you have Multiple Locations 3 Select Salesperson or New Salesperson This list of salespeople is managed from Manage Users or Add New User 4 Click Save If the leads is assigned to you 1 Click Lead Details to view all the information submitted 2 Click Reply on the Action if you need to respond See Emailing from FootSteps If you reply to lead by other means click Mark as Contacted 46 FOOTSTEPS Inbox No Emails Present Current as of 11 53 PM 4 Update Now C Action Menu Mark as Contacted Fi El Gage Notes Interest Level Highly Assign Customer A Print Reference your company s policy regarding marking leads as contacted A best practice is to both email and phone a lead A phone call is the best means of converting the customer to an appointment and ultimately selling the product In addition an email helps to keep your contact information with the customer that has a longer shelf life than the phone call The Inbox Widget is a mirror of your full
100. you add a follow up you can see it on the Visual Task List show below and also in your Daily Workplan The Visual Task List VTL indicates your follow up tasks on a calendar so you can see current past or future follow up It serves as convenient tool for keeping track of what you need to do when working with leads and customers 63 FOOTSTEPS Visual Task List VTL Search by Last Name or Phone Number p 4 footsteps Welcome Bob McCann A EE Dashboard Daily Workplan Customers Leads Reports Search Email Settings Bruce Bisping Nancy Bennett Bob McCann EELE July 28 August 3 28 Sun 29 Mon 30 Tue 31 Wed 1 Thu Quickly see current past or future follow up activity FootSteps shows l the number of scheduled follow up inthe past and the future with a i i t a Checking wath wife gy Phone Call number at the left past and right future of the VTL Clicking the number circled in red just for example brings you back or forward to the next follow up Last Contacted 08 02 2013 2 20 PM Bob McCann amp Edit by Bob McCann Spouse Carol Assigned To Bob McCann Company Action Menu Address Email Address Date Added 2 10 2012 2200 Lagoon Dr bob mccann arinet com Interest Level Somewhat Create Follow Up i Dunedin FL 34698 Phone Numbers Interested h 7277359592 Customer Source Walk In Log Phone CS w 7277359592 Sales Stage Sold m 7274806061 e He d
101. ys Brochure Request a Quote Lead Details day s Leads Gritchina Daria arirnvdemo com Jul 25 2013 e Yesterday s Leads Inventory Get More Info Lead Detail Jordan Michele arirvdemo com Jul 25 2013 All Leads n re In il 2 Select the checkbox next to the leads you want to mark as contacted and then select Mark as Contacted from the Action drop down list 3 Confirm the number of leads and then click Mark The message Successfully Marked Leads as Contacted appears towards the bottom of the screen when the process completes 4 Ki Contacted d Nesler Rrian Gs Successfully Marked Leads as Contacted x 59 FOOTSTEPS Deleting multiple leads If it s time to remove some leads from FootSteps follow the steps below to quickly remove multiple leads You can also delete customers at the same time After you select the leads you want to delete FootSteps asks you if you also want to delete the customer record 1 Select Not Contacted Leads Unread Leads Today s Lead or Yesterday s Leads from Leads on the top navigation 4 footsteps Welcome Bob McCann Dashboard Daily Workplan Customers Leads Reports Search Add New Lead Hot Customers Not Contacted Leads Unread Leads Not Contacted Leads Last 30 days Brochure Request a Quote Today s Leads Gritchina Daria arirnvdemo com Jul 25 2013 1 Yesterday s Leads Inventory Get More Info Lead Details Jordan Michele arirvdemo co

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