Touchpoints 

A Touchpoint is a recurring appointment between a Sales Rep and a Customer or Jobsite.  When a Touchpoint is ‘completed’, an associated Call Log is created and the Sales Rep is prompted to schedule the next Touchpoint.

Adding a new Touchpoint

From a Customer or Jobsite record, assign a Sales Rep.  Once a Sales Rep is assigned, the Touchpoint can be created.  This is only available from the Customer or Jobsite records in the browser interface.

Add Touchpoint icon: 

• Last Call:  This indicates the date of the most recent Touchpoint.  On initial setup, this date may be arbitrary.
• Frequency: This is the number of days between Touchpoints
• Next Call:  This date is auto-generated based on Last Call and Frequency but it can also be updated to a custom date.
• Comment:  This is a note field that follows the Touchpoint.  It does not refresh for each Touchpoint.  Common uses might be where a Sales Rep adds a customer hobbies, preferences, spouse/children names.  Information specific to that customer or jobsite that a Sales Rep might refer to at the time of a Touchpoint. The Call Log completed during the Touchpoint is for information related to a specific Touchpoint. 

Once a Touchpoint has been set, the icon will no longer display in the Action ribbon.  A hyperlink for the Touchpoint will be displayed in the Summary panel when viewing the customer or jobsite record.

Touchpoints can also be viewed and updated from a Sales Rep record in browser.

Customers that have a Sales Rep assigned but do not have a Touchpoint assigned to them will be displayed on the Touchpoint Summary widget (Unassigned).  You can also select from this list to set and update Touchpoints.

Completing a Touchpoint

A Sales Rep will typically use the Touchpoint widget to review, manage and complete Touchpoints.  The Touchpoint widget can be added to a ‘Sales’ type dashboard.

The Touchpoint widget has two view options: List and Map

From the list view, there are two options: Complete and Reschedule.  Reschedule brings up the Touchpoint form where the frequency and dates can be updated.  Selecting Complete triggers a process that takes the Sales Rep through two steps:

1. Call Log:  A Call Log form is displayed where the Sales Rep can set the duration, Call Log type and add any relevant notes.
2. Touchpoint: Once the Call Log form is submitted, the Touchpoint form will display.  The dates will auto-set using the existing frequency setting up the next Touchpoint.  Updates can be made as needed.  

Setting a Touchpoint as Inactive

There are times when you may want to no longer have a Touchpoint set to a Customer or Jobsite.  Such as a Jobsite being complete, a Customer no longer doing business, etc.  To remove a Touchpoint from being displayed in the widgets and Sales Rep area, update the Touchpoint and select the Inactive checkbox.  Touchpoints cannot be deleted.