quick reference guide · 2020-03-30 · profile as normal. once created, click the relationships...
TRANSCRIPT
1
QUICK
REFERENCE
GUIDE
3Dashboard
&Navigation
13Leads
&Relationships
26Activities
&Notes
36Housing Contracts
43Transactions
47Waitlist
49Enquire Help
Center
Contents
Dashboard & NavigationGetting around Enquire CRM
https://account.enquiresolutions.com
Your DashboardStart your day with the information that matters most
Widgets
Widgets
and alerts
keep you up
to date!
Overviews
See your daily
to-do list, Daily
Activities and
Watch lists at a
glance. Tabs
Easily navigate
between important
overviews by simply
clicking a tab.
Search for something
You can search by name, phone
number and even email address
Alerts
Click here to
view any
alerts you
may have Help
Click to
submit a help
desk ticket or
to view the
help center
articles
Advanced Search
Access the advanced
search
Quick Add
Click on the
lightning bolt to
quickly add a
prospect
Add New
Click on this
dropdown to
create a new
profile
Top NavigationThe navigation bar will be at the top of each page in Enquire CRM.
Due Today
List of activities that you have due for the
current day.
Notifications
Get notified when you’re assigned a lead or an
activity.
New Leads
See new leads that have not been assigned.
These come in from integrations (Your
contact page, A Place for Mom, etc.).
Time Stamp
Sync with your Outlook or Gmail Calendar.
Shows any “time specific” event on your
calendar.
Dashboard WidgetsQuick at-a-glance information
Quick Task
Quick view of all activities – listed in chronological order. Click
directly on the activity to pull up the profile.
Daily Activity Summary
See what types of activities you have
completed for the current day.
Log Activity
Quickly log an activity
without leaving the
main page.
Send Email
Quickly send and log
an email.
*only available if your
email is synced.
Log a Call
Quickly log an
incoming or outgoing
call.
Schedule
Quickly schedule an
upcoming meeting or
tour.
Dashboard WidgetsQuick at-a-glance information
Dashboard WidgetsQuick at-a-glance information
Sales Stage Trends
See how you’re doing in each Sales Stage in a month over month view.
Quick Navigation
Quickly check each of your Sales
Stages by utilizing the tabbing
above the charts
Sales Stages for this visual are
triggered off Completed
Activities that correspond to the
specific stage.
To know which Completed
Activities are triggering – look
for the RED Icons in the Activity
Log
Inquiry
Tour
Deposit
Move In
New Leads
See the details on each of your new leads such as
Name, Date Created and where they came from. Watch List
Keep an eye on the leads of your choice. Add
someone to your Watch List from their profiles
General Information form.
HistorySee who, when, and what was changed for your
leads. Updated
See the names of your most recently updated
leads.
Dashboard WidgetsQuick at-a-glance information
Scheduled Move-In / Move-Out (60 days)
Quick view of all move in’s and those moving out within a 60 day window from the
current date.
Dashboard WidgetsQuick at-a-glance information
Admission
Quick view of all Post Acute patients that are tracked via the Admission Checklist.
Know the last milestone and the next directly on your dashboard.
Left Hand MenuNavigate Enquire CRM using the left hand menu on every screen
ActivityExpanded list of your
activities.
PeopleExpand to see more
options
TemplatesCreate document and
email templates
NotificationsA list of your
notificationsCampaignCampaigns for
your communityCalendarView of your
calendar Unit/ApartmentAll units/apartments
at your communityReportsTrack your metrics Settings
Update your account
informationAdminCustomize and manage
your Enquire database
Individual Classification ListsLists of all individuals within your
database categorized by their
classification.
Advanced SearchSearch for lists of people
based on criteria
Recently ViewedRolling list of the last
10 profiles you have
viewed
OrganizationList of all organizations within
your database (also referred to
as Company)
ListsLists saved in the Advanced
Search reside here
Best PracticesDid you know?
Right Click to open in new tab
You can right click on names, tabs,
titles and widgets to open the next
page in a new tab.
* Keep in mind that each Tab has it’s own 20
min log out feature. It is important to close the
tabs as you complete your work so you don’t
get logged out.
Notification on the Navigation Bar
Using the bell icon on the
navigation bar allows you to see
the topic of the notification
without leaving the page you are
on.
* Blue highlighted items have not been read.
Leads & RelationshipsProspects, Contacts, Residents and Referral Sources
ProspectA person who will
be moving into the
community. Also
known as a lead.
ResidentA prospect after
the Move In.
ContactAnyone with a
Personal
relationship to
your Prospect.
Could be an Adult
Child, Spouse,
Brother, etc.
Referring
ContactThe Professional
Referrer of your
Prospect. Could be
a Physician,
Discharge Nurse,
Case Worker,
Clergy, etc.
Type of IndividualsThe CRM allows you to track four types of people
*Note – Easily identify the type of individual by the color of their Header Card
Pre-LeadsPre-Leads are
Marketing Qualified
Leads (MQL).
These are typically
uploaded into your
system via the Enquire
Upload Template.
Type of IndividualsAdditional Options
*Speak to your Account Manager regarding Pre-Leads or follow the link below to our Help Desk Article.
Simply Accept or Reject the lead.
If Accepted, the Pre-Lead will be converted to a Prospect.
If Rejected, the Pre-Lead will become Inactive. They are still in
your system to be searched and Accepted at a later date.
Help Center Article: Pre-Lead Information
Primary ContactsEasily identify who your Primary Point of Contact is on each profile.
Primary Contact
Easily identify who your main point of contact, or “Primary Contact”, is by looking for the Green Checkmark on the business cards and the information tabs.
The Primary Contacts’ card will also be the top card when you are viewing a profile.
This can easily be changed by simply clicking on the Checkmarkon another individuals card.
Quick AddUsing the quick add to start a new Profile
Inquiry TypeThe method the prospect or contact
used for contacting your community.
Inquiry Result
The outcome of the inquiry.
Assign User
Who the new lead should be assigned to.
Prospect InformationBasic information for your prospect gathered during the inquiry.
Contact InformationSome basic information gathered from the contact (if applicable).
Select RelationshipThe relationship the contact has to the prospect (if applicable).
Sales and Marketing Info
Assign the Lead Score/Source, Market Source and Care Level
Adding a ProspectWhere the prospect is inquiring on behalf of themselves
1Click the Add New tab on
the top right of every page.
Select Prospect.
2Fill out the basic information for
your Prospect such as Inquiry
Activity, Status Code, Market
Source, Name, Phone and Email.
3As you type the last name,
phone and email a duplicate
search window will appear to
help you avoid entering the
same lead twice. Once
complete click Add.
Adding a ContactWhen speaking to someone other than the prospect (Adult Child, Spouse, etc.)
1Click the Add New tab on
the top right of every page.
Select Contact.
2Fill out the form with the proper
information. Keep in mind that
you must complete BOTH the
Contact and Prospect
information.
3You must tie your Contact and
Prospect together with the
Relationship option. This is the
relationship of the Contact to
the Prospect. Once complete
click Add.
Adding a SpouseA spouse is simply a Contact with a Spouse relationship.
1Click the Add New tab on
the top right of every page.
Select Contact.
2Fill out the form with the proper
information. Keep in mind that
the spouse is your Contact and
the relationship is SPOUSE.
3You must separate your
husband and wife for proper
reporting. One will be your
Prospect and one your Contact.
Once complete click Add.
1While looking at an
existing Profile, click the
Relationships tab
located on the top.
2Click on New Person.
Fill out the First Name,
Last Name, a phone
number (optional) and
an email (optional).
3Choose the relationship
the contact has to the
prospect.
Check the Primary
Contact box if you wish
to automatically
designate this individual
at the Primary Contact.
4Click Add. You will see
the contacts’ header
card appear above the
prospect.
Adding Additional Contacts to a ProfileAdding additional family and friends to an existing profile
Adding a New Referral SourceReferral Sources are Professionals that Referred a Prospect to you
1Click the Add New tab on
the top right of every page.
Select Referral Source.
2Fill out the form with the proper
information. You can tie your
Referral Source to their Company
here OR add later.
3Once complete click Add.
This method is best when adding Referral
Sources that could Refer at a later date.
See next page for adding Referral Sources
to existing Prospects.
1Create the Prospect
Profile as normal. Once
created, click the
Relationships tab
located on the top.
2Click on New Referrer
Fill out the First Name,
Last Name, a phone
number (optional) and
an email (optional).
3You can tie them to their
Company here if the
Company already exists in
your system OR you can
create the Company by
selecting +Add
Company.
4Click Add. You will see
the Referral Sources’
header card appear
below the other
header cards on the
left.
Adding a New Referral Source to an Existing ProfileBest used if you need to create both the Prospect and the Referral Source
Profile at a GlanceEverything you need in one place
Use the TABS at the top of the profile to quickly
jump to the Form you need.1
Header cards organize personal information
such as phone numbers and email addresses
for quick access. Every individual will have their
own card.
Some Forms are specific to only your Prospect
while others have Tabs denoting the individual
you are gathering information for. 2
3Quickly update any Field in the profile by
selecting the BLUE underlined text, selecting the
correct option or enter text, and clicking the
checkmark.
4
Best PracticesDid you know?
Drop Down Arrow
If you need to change the Type of
individual – simply click the down
arrow on their card and change the
Type.
Examples:
*A Prospect that turns out to be a Contact.
*Convert a Spouse to a Resident once the
Prospect has moved into a Unit.
*A Prospect that turns out to be a Professional
Referral Source.
Lightning Bolt
If you are filling in an Add New
form and your form disappears,
clicking directly on the Lightning
Bolt will bring your form back with
the information you’ve already
completed.
*The form will disappear if you click outside of
the form. If you click back on Add New, the
form can be empty.
Activities & NotesTrack your tasks and appointments easily
Activity BoxAdd activities easily to track touchpoints with each Prospect or Referral Source
1 2 3 4
3 Log a Call
4 Send Email
1 Log Activity
Use this tab to log an activity
that has been completed but
was not already scheduled.
2 Schedule
Quickly log a call in or call out
as it happens.
Use this tab to schedule a
future task or appointment.
Log a sent email as an activity
with the email in the notes.
*You must have the Outlook
plug-in active for the email to
send.
Sales StagesHow they work and why are they important
Deposit
Move In
Inquiry
Every Profile has an Inquiry activity. This activity
represents how the initial contact was made. The
Inquiry stage starts the sales stages and is vital to
reporting.
Tour
The Deposit activity can be created automatically by
clicking the grey box next to any deposit logged in
the Transactions Form.
You may have multiple activity types that could
constitute a tour conversion. The system flags the
very FIRST tour activity as the sales converstion
activity.
A Move In activity is automatically created when a
person is assigned a Unit via the Housing Contract.
If you are not tracking inventory, the Move In
activity will need to be created manually.
Red icons denote sales stages
Sales stage bar automatically advances
Conversion rates are tracked off Completed Sales Stage Activities in your reports.
Logging ActivitiesCreating an Activity that is Complete but was not already scheduled
1Quickly jump to the
Activity Form by clicking
the Activity tab at the
top of the Profile.
2Click the Log Activity
tab
3Complete the form with
the Activity, the Result
and Notes.
4Click Add.
*The Date Completed field
should be updated to reflect the
date the activity was completed
BEFORE clicking the add button.
Logging ReInquiry ActivitiesTrack Campaigns and additional Market Sources through activities
1Quickly jump to the
Activity Form by clicking
the Activity tab at the
top of the Profile.
2Click the Log Activity
tab
3Click the ReInquiry box
to display the Market
Source and Campaign
drop down options.
4Click Add.
ReInquiry holds different meanings for different companies. Common examples of use: • A way to track a Market Source that has caused a Lost Lead to re-engage. • A way to track Advertisement or Direct Mail Piece effectiveness by tying the market
source to a call in activity.
Scheduling ActivitiesCreating an activity or task for sometime in the future
1Quickly jump to the
Activity Form by clicking
the Activity tab at the
top of the Profile.
2Click the Schedule tab.
3Complete the Activity
form with the Activity,
Date and Time the
activity is due and Notes.
4Click Add.
*The All Day box should be
checked for all Activities that do
NOT require a specific time block.
See Next Page for more
information
All Day vs Time Specific ActivitiesScheduling and how they effect my Calendar
All Day Activities are general activities. These need
to get completed on a specific day, but they can be
completed at any time on that day.
Examples would be Emails and Calls.
Time Specific Activities are meetings. These need to
be completed at a specific time during the specified
day.
Examples would be Tours, Assessments, Appointments
ALL DAY Time Specific
Only Time Specific Activities will show on your Enquire Calendar. Time Specific Activities such as Tours, Appointments and Assessments can be synced to your Outlook Calendars.
Log a CallCreating a Call In or Out Activity as it happens
1Quickly jump to the
Activity Form by clicking
the Activity tab at the
top of the Profile.
2Click the Log a Call tab
3Complete the form with
the Call Activity, the
Result and Notes.
4Click Add.
Major difference between Log
Activity and Log a Call is the
inability to backdate a Log a Call.
This option is used as the call
happens or immediately after.
Send EmailCreating a Call In or Out Activity as it happens
1Quickly jump to the
Activity Form by clicking
the Activity tab at the
top of the Profile.
2Click the Send Email
tab
3Complete the FOR
section. Type your email
just as you would
normally with the Subject
Line and Email Body.
4Click Send.
This will log an Email
Out Activity with the
Subject Line and Body
saved with the Activity.
Exchange Integration is Required for emails to be sent from Enquire. Ppeak to your Account Manager or click the link below for more information.
Help Center Article: Exchange/Outlook Integration
Manage Scheduled ActivitiesHow to Complete, Cancel, No Show or Reschedule Open Activities
1Select the activity you
are updating by
Checking the box on the
left of the Activity.
2A blue Action box will
appear, click the box
and select the option
you wish.
3If you select Complete, a
pop-up will appear that will
allow you to confirm the
Date of completion, the
Result and add Notes.
If you select Cancel, No
Show or Reschedule simply
follow the prompts.
4Click Save to complete and
return to the profile.
Click Save & Create New to
be redirected to the Activity
page.
Housing ContractsTracking Move Ins and Move Outs
Move In OverviewTrack your Move Ins, Move Outs, Transfers and Respite
Fill in relevant information
• Care Level
• Unit Number
• Move In date
When you add a resident agreement
• A move in activity is auto-created for the
date of the move in
Use customized workflows to add other automation
• Individual is switched to a Resident type
• Lead score/status is updated to a Move In
*Speak to your Account Manager about
automation options
Housing Contract Add New/Existing
Assign the Unit Auto Create Move-In Activity
Scheduling a Move InAssign a Prospect to a Unit/Apartment
3 Complete the Housing Contract
form
4 Click Save
1 Click the Housing Contract Tab
Each individual will have their own tab for
Housing Contracts. This will be important for the
Spouse.
2 Click the Add New/Existing
Housing Contract button
You MUST complete the Care Type, Available
Unit and the Move-In Date.
Double check the boxes at the bottom. If this is a
Repayable Contract OR a Respite Stay, click the
box. Your Create Activity box should be pre-
Checked. This will create the Move In Activity for
the date listed as the Move In date.
*see Second Resident page for more information
Housing Contract Add New/Existing
Assign the Unit Auto Create Move-In Activity
Scheduling a Move In for Spouse/PartnerAssign a Prospect AND Spouse/Partner to a Unit/Apartment
3 Complete the Housing Contract
form
4
1 Click the Housing Contract Tab
Each individual will have their own tab for
Housing Contracts. Start with the Prospect
2 Click the Add New/Existing
Housing Contract button
You MUST complete the Care Type, Available
Unit and the Move-In Date.
When there is a Spouse Relationship on a profile,
the option “Add Housing Contract for Spouse”
will appear at the bottom. Checking this box will
duplicate the information for the Spouse,
eliminating the need for manually creating a
second housing contract.
If the Spouse is Not moving in or moving into a different
care level– simply leave this box un-checked and complete
a separate housing contract if needed.
Housing Contract Transfer Resident
Transfer? Historical Data
Transferring a ResidentTransfer a resident to a different Unit/Apartment or Care Level
3
4
1 Click the Housing Contract Tab
2 Click the Transfer button
Fill out the Housing Contract with the new Care
Type, Available Unit, Move-In Date and Transfer
Reason. The Transfer box will automatically be
selected. The New Move-In date will be registered
as the Move-Out date from the previous Unit.
Be sure to leave the Create Activity box checked
in order to properly register the Move-In Activity.
Click Save
All Units the individual has been assigned will
show under Housing Contracts. The move recent
unit will show first.
Double check you are clicked on the proper tab of
the individual that is Transfering
Housing Contract Transfer Resident
Transfer? Historical Data
Scheduling a Move OutCapture when a Resident Moves Out
3
4
1 Click the Housing Contract Tab
2 Click the Moved Out button
Fill out the Housing Contract Move-Out Date and
Move-Out Reason. The Create Activity box is
intentianally left un-checked. Be sure to check this
box to automatically create the Move-Out Activity.
Double check you are clicked on the proper tab of
the individual that is Transfering
Click Save
Best PracticesDid you know?
The Colors of the Units are important
Green means Go. These units are not
assigned to anyone as of today’s date.
Yellow means Slow Down. These units are assigned
to a Prospect, but the Move-In Date has not arrived.
These units show as Pending in your Reports.
Red means Stop. These units are assigned
AND Occupied as of today’s date.
These units will remain Red until the
morning AFTER the Move-Out or Transfer
takes place.
All units of a certain Care Type will show as an option. Use the Color
Codes to ensure you are not assigning individuals to pending or
occupied units.
TransactionsTracking Deposits, Expenses and Refunds
Registering a TransactionLog a Transaction is similar to Logging an Activity
1Quickly jump to the
Transactions form by
clicking the
Transactions tab at the
top of the Profile.
2Fill in the Date, Description, Amount, Type and Status.
Date should be the date you are collecting or refunding.
Description can be anything you want – typically a check
number OR matching the Type.
Type is similar to the Activity Type. This is how it will appear in
your reports.
Status should be Paid unless your management informs you
otherwise.
3Click Add.
Creating a Deposit Activity from a TransactionYou need a Deposit Activity to move the Sales Stages in your reports.
1Quickly jump to the
Transactions form by
clicking the
Transactions tab at the
top of the Profile.
2Fill in the Date, Description, Amount, Type, Status and click
Add.
If the transaction you completed is a Deposit you will see a
Grey Activity Box located next to the Red Trashcan. By clicking
this Grey Box you will automatically Log a Completed Deposit
Activity for the date of your Transaction.
3Click The Grey
Activity Box.
The completed Deposit can be ANY Transaction Type with a Deposit Master Type. See your account manager with questions.
Best PracticesDid you know?
There are fields within the Housing
Contract for your Entrance Fee,
Monthly Fee and Deposit.
The Entrance Fee and Deposit fees will
automatically filter into your
Transactions Form.
Be careful as entering them in both
places will duplicate your work.
The Contract field within the
Transactions section is where you can
tie the Transaction to the Unit they are
assigned to.
If you complete the Transaction
BEFORE you assign them to a unit, this
field will be blank.
You can always go back and edit this
once the unit is assigned.
The Transaction Type is the same as
your Activity Type. This is how they will
show in your Reports.
In order to move your Sales Stages and
properly track your Conversions, you
need to ensure your Activity is logged
for the correct date.
Look for the Red Dollar Bill Icon in your
Activity Log.
WaitlistManage your waitlist
WaitlistEasily manager your Waitlist
Click on the Waitlist icon on the top of
the profile.
Click the +Add To Waitlist button to
create the available fields line.
The Date will automatically fill in when
you click the +Add to Waitlist. Be sure to
change this date if needed as you
create.
You can update the Status field in
order to better manage you waitlist.
Notes can be entered for each
individual waitlist line.
Help Center Article: Waitlist
Enquire Help CenterCustom articles to help you along the way
Accessing our Help CenterFind articles on almost anything you want to learn more about.
You may have noticed a floating “Help” button on the bottom right corner of every
page within Enquire.
Clicking on this button will give you a search box as well as some Suggested Topics
based on the key words you’ve typed in.
On the Navigation Bar you will find a ‘?’
icon. Remember that the Navigation
Bar will be on every page you visit
within Enquire.
Clicking the Icon will give you two
options, open a ticket with our support
desk or go directly into our Help Center
to search your topic.
Help Center Article: Training