Allow tracks to be added to people/organisations
Sometimes I need to add a track to a person even if there isn't a specific case or opportunity that it relates to. For example, we aim to make contact with all our customers every month with a phone call or email. Currently I can't see a way to do this without creating an opportunity for each of them.
For some sales segments (particularly real estate brokerage), there are contacts/leads that need to be cultivated over time without a specific opportunity in mind (like somebody who is moving to the area in a year and will need to buy a house). For these it would be incredibly useful to apply a track to the contact itself instead of littering the opportunities database with dummy opportunities to support automated task assignment (for scheduling keep-in-touch emails, etc).
This feature would allow us to track sales touch systems and how many times we communicate with an individual. An opportunity might have multiple contacts, or a contact might have multiple opportunities. For sales and business development of businesses with long sales cycles, the emphasis is on the relationship, not the immediate opportunity. Tracks for People will allow relationship builders and managers track what touches they have made and tasks they have completed (like sending a sales kit or sharing the latest whitepaper) independent of a larger deal. Thanks!
I find I often am adding the same tasks over and over to multiple records. For example, a "new client" template could include things like send contracts, receive signed contracts from client, change capsule tags from prospect to client, schedule discovery meeting, etc. These tasks are repeated for almost all new clients and the ability to add all of them at once, through a template would be a big help. It would ensure no steps were forgotten and save time compared to having to add each task manually.
Instead of manually putting in a list of 5-10 task items for each contact, it would be really helpful to be able to add a Track for individual contacts. This is a must for any CRM!
I agree, this is a good idea! If I was able to add tracks to people/orgs then I wouldn't have to go through the arduous task of creating a case everytime I wanted to just generally keep in contact with a person/org.
Was VERY surprised that Contacts and Organisations were not an option when setting up tracks!
How about this Capsule?
tim cocking commented
We too want to keep in touch with organisations and people on an ongoing basis but these people and organisations will never become customers(they are more of a informal referral network for us). Therefore if tracks were able to be attached to people/organizations directly, this would be the tidiest way to operate a constant contact track ("tickle" system if you will).
With the current set up, we would not set this up as £0 value oppertunites as this gets very messy wen it comes to assigning milestones to these contacts and will screw up the reall sales and oppertunity projections.
Simon Raybould commented
I've just read through the comments here and I'm not sure the need is being explained and/or understood clearly. I'm probably going to muddy the waters here by adding my thoughts, which echo some other folks...
We've got people/organiastions we'd like to contact, say, every 45 days. This isn't a mass email campaign, so mailchimp etc isn't appropriate - they're individualised emails. We use track called 'tickle' and ever 45 days it sends us a reminder to do something...
However, at the moment, because tracks can't be attached to people or organisations, we've had to create Opportunities for these contacts - but because there ISN'T an opportunity (we're trying to create one!) the value we have to put in is zero.
How silly is it to have an opportunity with a zero value?!?
I know there's a lot of stuff under the hood, but this one doesn't sound like a hard one to implement....?
We have a series of tasks that we want to process for new contacts - and have created a track but then realised this means creating a "new person" case for each one - which is a little unwieldy - adding tracks directly to people would make it so much easier.
@JoanVidal Could you please give me some examples? I had a quick look and couldn't find any requests that were regarding this exact subject. If you post the links to the other requests here I can merge the ideas.
There seems to be many comments related to the same topic (assign people/org to the tracks) but said or explained in a different way. If we add them all we surpass by far the necessary votes to get the feature done... Capsule should be able to notice it and work on it.
That being said, after a week working with Capsule CRM we all love it. Cheers!
@Nicholas Windley Capsule integrates with MailChimp for email campaigns. MailChimp is free, check it out at mailchimp.com
Nicholas Windley commented
I was about to ask a question about adding "campaign sequences" and realized that adding tracks to people and organisations enable this capability. I'm seriously considering an alternative to Capsule because it lacks any campaign (constant contact) features across multiple channels including direct mail.
I find my team adding cases on top of opportunities to leads we've already qualified because I cannot add tracks to each individual in the opportunity. So for one company I sell to that has 10 contacts, I find myself with 10 cases.
Grant Bennett commented
This is a must have for us to be able to use capsule. As others have said it is essential to have this so that we can continue to follow up with clients after the sale. We currently have a 5 year follow-up plan that we need to attach to a client.
Trevor Gehman commented
Maybe a way to handle this would be to add Leads as a feature?
But honestly, I think just adding tracks to Contacts would be fine... that would help us a lot as well...
Here's my two cents: I hope everyone uses their 3 votes to help make this happen!
Alright, I think this feature could finally have Capsule offer us a missing piece from the SalesForce offering (not that I'm putting SalesForce in the same league, Capsule's way better). Let me explain:
1) SalesForce treats prospects and customers very differently. They have a feature built into their whole system where you can convert someone over, and they're handled by customer support as a result. This is good for tracking and division of labour. We like that.
2) Capsule tracks require opportunities or cases to be used (FYI: we only use opportunities b/c we use a ticketing program for cases). Opportunities rightfully require us to enter a estimated pipeline value. That's fine, but I would argue a lead is different than a legitimate prospective customer (e.g. an inquiry on a web-form is a lead; someone commencing a free trial is a prospective customer).
3) This ambiguity has REALLY been messing up the utility of our pipeline because, after a conference for example, we load everyone up in the pipeline with an opportunity just so we can access the tracks feature and set 5 tasks over a 12 month calendar year. They're not legitimate opportunities - just leads. But we need to use tracks.
4) By allowing tracks to be attached to contacts/organizations we could still use tracks, and reserve the use of Opportunities as the official "conversion" step, activating the pipeline in the process, and making it more concrete and less speculative. We've come to appreciate the power of the pipeline a lot, but it's just too bogged down with opportunities for our leads to be of any meaning for us because we're using it in every instance to access tracks. I know we could set the first milestone for 0% to clear the pipeline, but that dilutes the value of Opportunities, muddying speculative ones from legitimate ones.
Thanks for reading.
I just want to make another comment again about how helpful this would be. I was just talking to a co-worker and this would be soooo freaking helpful to have. We work in the real estate business and a part of our business is following up with clients regularly. Creating a case for hundreds of contacts individually just does not make sense. Each individual is unique and when we get in a lead, that is when a "track" or checklist of tasks should begin.
A contact management is about each keeping track of each individual contact in the most effective and efficient way. Allowing tracks for individuals is simply a must!!! Manually putting in tons of tasks for each individual is a pain and creating a case for each contact just does not work for us efficiently.
Please help!!! Thanks!!
Julien Dorra commented
« Javelin allows the addition of tasks within each contact record as and when needed - you find these below the contact's details on the left of the window.»
IMHO, all tasks concerning a contact, be it from Cases, Opportunities and free tasks need a consolidated view.
At the moment I can see all my tasks, via the calendar or tasks view, but I can't see all tasks concerning a specific contact (they are on separates pages, summary, case page, opportunity page).
PS : and of course, I'd love to be able to use tracks as simple task templates without the obligation of creating a case each time.
Having 3 places to attach tasks might be good, but managing them all from one place is better!
Henrik Lundsholm commented
The track option is just great! No doubt, but it would be great if I can add a track to another user - so that the tasks will not be "mine" as standard, but maybe my supporter or another.
In this way I can add a new customer setup to an account manager, and the tasks will automatically be in his calendar - not mine.
This would be great.
I agree 100%. Tracks are very useful in all different areas no just Opportunities in the sales pipeline. Task are great for individual tasks, but many areas of many business have a standard multi-stop process that could have a track created.
Wendy, although you make a good point that I thought of before I read your post, I still believe it would still be very helpful to be able to set up a track for individuals. Creating a case for a TON of contacts is not efficient. Each contact is unique so that would almost require a case for each contact. If we WERE to set a case for each contact, it wouldn't work for us because we can't even set up different kinds of cases with different fields.
I work in the real estate business and one of the most important features of a CRM for a Realtor is to be able to keep in contact with leads/clients/etc. Constant touches are SO important. And I think a lot of businesses will agree.
A lot of people in our office asks me what I use for a CRM (for some reason they trust my opinion :) and then they ask me if you can set up drip campaigns for each person like in Top Producer (which is a system a lot of agents use, but actually hate). Unfortunately, Capsule doesn't. This feature is a must for any CRM. Seriously! Please help!
Laura Brookshire commented
This would be great to have!
I could refer a lot of business to Capsule if this was added! I work in the real estate business and one of the most important features of a CRM for a Realtor is to be able to keep in contact with leads/clients/etc. Constant touches are SO important!