CRM - Creating a calling list and quick campaign

This step by step guide shows  how to create a calling list in CRM.

You will be able to create a calling list comprising of customers and prospects and put them in your calling queue so you work through them systematically to ensure you call them all which will help if you become distracted.

You can create lists using multiple fields such as postcode, last order date, mobile numbers, customer type and so on.

CRM - Creating calling lists

A Tip before you get started

Work through the steps with CRM open on one screen and this e-lesson open on the other.

Step 1 - Open Advanced Find

Click on the Advanced Find button at the top of the screen in CRM.

Step 2 - Start to build your list

You will now see two drop down menus; Look for and View.

In the Look for drop down you will either need to select Accounts if you would like to build a list of customers or prospects or leads if you wish to build a list of leads.

Leave the View field at the default position "new".  However once you save a calling list this is where you can find it for future use.

Step 3 - Select your criteria

Click on the field entitled "select" and you will see a drop down menu from which you can select your criteria.  I am going to select address line 1: Post code for this example.

Step 4 - Three drop down menu's

Select Address line 1 in the first drop down, in the second select "begins with" and type "PR3 1" in the third drop menu.

Step 5 - Next level criteria

Click on the select button and chose another criteria item from the drop down list.

Step 6 - Customer type

In this example the next criteria is the customer type i.e. domestic, agriculture etc... 

Select "Fuelmaster Customer Type" from the drop down and leave the middle drop down as "equals" but in the third drop down menu a box will appear where you can select the customer type and click add and ok.

Step 7 - Credit Status

Next select "credit status" and chose "does not equal" and "closed account"  This will ensure customers that are closed will be omitted from the results.

Step 8 - Customers or prospects or customers and prospects

At this point if you wish to add only customers or only prospects you would do so by selecting "Relationship Type" and choosing prospect or customer from the pop up box.  If you would like both customers and prospects to be included in your calling list you can skip this step.

Step 9 - Check and search

If you have selected all criteria you are ready to search for the results.  remember at this stage the only limit is your imagination.  For example you can select another row of criteria showing last order date and chose the parameters such as "not ordered since x date".

You can also group criteria, for example if you would also like to include PR3 2 you can select Address Line 1 again and highlight the two rows with Address Line 1 in and select the "Group OR" button at the top of the screen.  The results will show domestic customers who's postcode begins with PR3 1 or PR3 2.

When you are happy with the criteria click on the large red exclamation mark at the top of the screen.

Step 10 - The results

The results are displayed on the next screen in columns which can be added to or edited in order to display the information how you would like it to be displayed.  In the example above you can tell if a record is a customer or a prospect, no account number signifies a prospect.

Step 11 - Edit the results

To edit the columns go back to the search criteria and click on the edit columns icon at the top of thee screen.  A box will pop up, click on add columns and select the criteria you wish to add from the drop down list.  Use the green arrow buttons to put them in the order you wish them to be displayed and click ok.

Step 12 - Save your search

When you are happy with your search you can save it.  This will make it easy to access again in future and also tweak it for example once you have called all PR3 1 customers you can change just the postcode so you do not have to re-build the entire search criteria.

To save, click on the "save as" icon at the top of the screen and give the search a name.

Step 13 - Create a "quick campaign"

To create a calling list select the box in the top left corner (highlighted) and then click on the quick campaign icon at the top.

Step 14 - Select all records

A drop down menu will appear - use it to select the records you wish to be included in your calling list.  In this case there are only 17 records and they appear on one page (a full page shows 250 records) so the top option is ok.

Step 15 - Follow the instructions

Click next to continue.

Step 16 - Name the campaign

You now need to give your quick campaign a name - make it meaningful.

Step 17 - Select the type of activity

here you can select whether the quick campaign will be a phone call, email or task etc... As we are creating a calling list select phone calls.

Click next.

Step 18 - Details of the call

In the subject box enter a subject, you may choose to use the same subject as the name of the quick campaign, this can be changed later.  On this screen you can select a due date too, so if you want to start the calling list today, select today's date and click next.

Step 19 - Create the calling list

The details of the calling list are summarised on the screen above, if you are happy with them click create to make your calling list.

Step 20 - Access your calling list

To find your calling list go to the home page/dashboard.

At the bottom of the left hand menu select the marketing option and then on the top section of the left hand menu select the Quick Campaigns option.

In the middle of the screen at the top there is a drop down menu called Quick Campaigns, choose that option and the campaign you just created will be there.  Click on the subject line to drill down into the campaign.

Step 21 - Start calling

You will now see the records/customer that are left to call in the calling list.  Click on the first record and start calling.

Step 22 - Set the next call

When you have spoken to the customer change the subject name ready to set the next call back.  For example if the customer says to call back and quote in three weeks change the subject to something like (requested a call to quote) - make it as specific as possible so it stands out in your future diary calls.

Go to the next call section and enter the date you need to make the next call and then press the mark complete button to save.  It will now come out of your calling list and go into your diary for a call on that day.

If the customer does not answer and you wish to leave it in your calling list to try again you can use the arrows at the top of the screen (3) to navigate to the next call.

That's all

Practice this a few times and it will become second nature to you.  Now go to the e-lesson on how to create a Map in CRM.