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Top Questions & Answers About Tactile CRM

Bulk Adding Activities

Tactile CRM allows you to easily add ‘bulk’ items to records. Here we look at how to bulk add an activity against multiple opportunities

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Bulk adding activities to Opportunities, Organisations and People is easy. Simply:

  1. Select the records you want the activity to be added against
  2. Choose ‘Add Activity’ from the dropdown that appears at the top
  3. Fill out the details of the activity
  4. Press Save

The activity will then be automatically saved against all the records.

Managing Multiple Contacts On Opportunities

Tactile CRM allows you to easily record multiple contacts against a single opportunity. This can be useful when you are working on an opportunity with a number of different people to try and win a deal.

Adding an additional contact

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Adding a new contact against an opportunity is easy:

  1. Click the add link to open the ‘New Related Contact’ window
  2. Fill out the Role/Relationship (examples might be ‘Budget Holder’ or ‘Decision Make’, but you can choose what you want)
  3. Choose if you want to add a person or organisation and then start typing their name to find them in Tactile CRM
  4. Press ‘Save’ and the contact will be added

Deleting a contact

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Deleting a contact is easy, simple hover over the contact you want to delete and press the ‘Delete’ link.

Keeping up to date with RSS feeds of updates in Tactile CRM

We have made it even easier to keep up with what is going on inside Tactile CRM by adding handy RSS feeds for the timeline on your dashboard. Just use the new ‘Subscribe button’:

New RSS/Feed Button

But that’s not all – as this was a feature suggested by our users we also added the feeds to each organisation, person, opportunity and activity within Tactile CRM!

A really simple sales tool with RSS – how it works

If you’ve not come across RSS before it’s a neat tool to keep up to date with ‘feeds’ or lists of information. There are lots of tools that will help you read RSS, including many of the popular web browsers.

What this means for you – well now you can keep up to date with the information you and your team are keeping within Tactile CRM without having to login. Simple click the handy ‘Subscribe’ button on your dashboard or wherever you see a timeline and you will be kept up to date with the information being entered, it’s a really simple sales tool to help you keep up to speed with what’s going on.

Deleting Users

Tactile CRM doesn’t allow you to directly delete a user so that you don’t lose the audit trail of work they have done. It does however allow you to disable a user so that they can no longer log in to the system and don’t count towards your user limit.

To do this, simply:

  1. Login to Tactile CRM as an admin user
  2. Visit the admin area and click on manage users
  3. Click on the user you wish to disable
  4. Click on the Disable button

The user will no no longer be able to login and won’t count towards your user limit. You can always re-enable them at a later date too if you need to.

Controlling Access to Contacts

Tactile CRM has a simple permissions system for controlling access to the contacts in your account. But to understand how the permissions system works, you must first understand how the different types of record are related to each other. Organisations, People, Opportunities and Activities are the four basic types of record, and the following diagram expresses the relationships between them:

Record types further down the stack pictured above may belong to any combination of types above them. For example, you can specify that an Opportunity relates to a particular Person and Organisation, or just a particular Person. An Activity could relate to an Opportunity, a Person, and Organisation, all three, etc.

If you would like to control access (that is, who can look at a record and who can edit it) to your data in Tactile CRM, you will need to make use of the permissions system present on Organisations. By default, when you create a new record in Tactile CRM it will be visible by all users in your account, and editable by the same:

Let’s say you have a small team of sales staff, whom you’ve given access to Tactile CRM, but you wouldn’t want to give permission to change any of your contact data. To implement such a restriction, you can use the ‘Access Permissions’ controls present on the New/Edit Organisation forms:

To restrict who has permission to edit this Organisation, you would either select the ‘Just Me’ option from ‘Read & Write Access’, or the ‘Select Users…’ option, then choose appropriately. Similarly, by removing a User’s ‘Read Access’, they will no longer be able to view the record. Bear in mind when selecting permissions that a User with write access will be given read access also.

Organisations are the only record type you can specify permissions for in Tactile CRM, but all items related to an Organisation will inherit its permissions.

Tactile CRM has a couple of features for making the editing of permission settings easier. The first is the ‘Change Access Permissions’ control, present when selecting multiple records from an index page:

This will allow you to change the permissions for a large number of Organisations at once.

The other feature is the ‘Default Permissions’ set of controls, found on the ‘User Permissions’ section of the admin panel. Using this page, you can choose what the default permission settings are for each User in your account, and whether they are fixed or not. User with fixed permissions cannot change them.

This can be useful for keeping two groups of users separate from each other. For example, you may have multiple teams responsible for inputting contact data into Tactile CRM, but you would like to keep each group’s data separate. By setting up the default permissions so that each group’s default read permissions do not allow the other group access, all Organisations and related records will be shown only to their respective groups.

Adding your business’ logo

Tactile CRM allows you to customise its appearance for your users, a process also known as ‘rebranding’. The controls available on the ‘Customise Appearance’ section of the admin panel will let you change the colours used by the website, and upload a logo to display on the login page.

To upload a logo, it’s first important to choose a suitable image. The logo area on the login page has a maximum height of 75 pixels, and a maximum width of 268 pixels. The image file you upload will be scaled to an appropriate size for you, but images which are wider than they are tall will scale better. We currently accept the JPEG, PNG, and GIF image formats, and your image file must be less than 2MB in size.

Once you have your image, select it via the prompt in the ‘Login Page’ panel on the right-hand side of the page:

Once uploaded, the image will be resized for you and displayed:

Your upload will now also have replaced the Tactile CRM logo on the login page:

Linking Contacts

Tactile CRM provides several ways to express relationships between your Organisations, People, Opportunities, and Activities. In some of the input forms in Tactile CRM, you may notice some fields have the text ‘Type to find’ in them:

These fields are for linking two things in Tactile CRM together. There are three ways they can be used.

The first, is when you are wanting to link to an existing record in Tactile CRM. For example, if you want to add a new Person to an existing Organisation, you can search for the Organisation by typing its name:

If any results are found, they will be displayed in a list under the input, with any you have recently viewed at the top of the list:

Clicking on any of these results will select it, and the field will change to show your selection. If you wish to cancel the selection, click on the ‘Clear’ link:

The second way is when you wish to create a new record when the form is submitted. For example, you are adding a new Person, and want to specify the Organisation they belong to, but neither are present in your system yet. Simply type the full name of the object, and by choosing not to select from any matching results, the text ‘New’ appears next to the field:

Submitting the form in this state means that a new Organisation with the name ‘Tasty Sandwiches’ will be created, and the new Person will be linked to them.

The third way to use these fields is when you want to create a new record, but wish to specify more than just the name. When the ‘New’ indicator is displayed, by clicking on the plus sign next to it you can launch a window where you can add more information:

When the popup form is submitted, the field is populated as if you had chosen from a search result; the new Organisation is already saved.

How do opportunity ‘weights’ and ‘value’ work

Opportunities are generally used within Tactile CRM to capture details about a piece of work. The value and weight are then used to feed the various [pipeline] reports within Tactile CRM.

Lets say we are trying to sell a car to somebody for £10,000 and we think they are likely to buy it - when adding a new opportunity the best way to think of the value and weight fields are as follows:

  • Value – the total value of the car – in our example £10,000.
  • Weight – this is how likely you think you are to win the opportunity – in our example the person is likely to buy so we’ll say 80%

These values are used elsewhere in Tactile CRM to help build up a picture of your ongoing sales. As we have now set a value and weight, Tactile CRM will tell us for example that the weighted value of the opportunity is £8,000 (£10,000 * 80%).

The Email Dropbox

Tactile CRM is designed to work easily with all mail clients. Each user has their own ‘dropbox’ a unique email address you can forward emails to, or BCC when you send one. The email will then be attached to the correct contact record in Tactile CRM.

Here’s how to use it in more depth. Whenever you click on an email address in Tactile CRM we’ll automatically BCC in your dropbox address, both for the built in Tactile CRM Mail client and when you use your own email client.

If you want to add it to your mail clients address book, or automatically BCC it when you send email or forward all email to it, you can find the dropbox address in the email tab:

Find your Dropbox Address

Opportunities each have their own unique dropbox too so you can use that instead of the main dropbox to attach an email.

Tactile will manage emails as you send them, and forwarded messages as follows:

  1. If you bcc your dropbox when emailing somebody it will attach the email against them
  2. If you forward an email somebody sent you it will attach the email against the original sender
  3. If you forward an email you sent somebody but forgot to bcc originally it will attach it against the person you originally sent it to

How to capture web leads directly into Tactile CRM

Tactile CRM has a built in tool for you to easily add a web form to your website so you can capture leads and customer data directly into Tactile CRM. Check out the 30 second video below on how to set it up, or scroll down to see more information:

Setting Up A Web Form

Setting up a web form in Tactile CRM is easy. Login as an admin user, visit the admin section and chose the ‘Configure Tactile CRM Web Form’.

You’ll need to choose which values you want to capture and make sure you tick the ‘Enable Web Form’ box to turn this feature on.

Web Form Setup

Click save and copy the code Tactile CRM gives you into your website and start collecting leads from your website. Check out our website to see a web form in action

How do I subscribe to my activities in Google Calendar/GCal?

Tactile CRM provides an iCal feed you can subscribe to in your favourite calendar application. These instructions show how to easily add your events to Google Calendar where they will be automatically kept up to date:

  1. Sign into Tactile CRM, visit your preferences, and under ‘External Access’ copy your ‘Calendar URL’, if you don’t already have one you can click the button to automatically generate it
    Find your iCal Feed
  2. In your Google Calendar simply click the add button (on the left hand side, under ‘Other Calendars’) and then the ‘Add by URL’ link
    Add a calendar to GCal
  3. In the pop up window, paste the calendar URL from (1), click ‘Add Calendar’ and you events will be pulled through to Google Calendar and kept up to date.
    Subscribe to your iCal Feed

Google Calendar does not currently deal with ‘ToDo Items’ so only events that are added in Tactile CRM will appear in Google Calendar

Google Calendar will periodically update with the latest changes from Tactile CRM, and events other people assign to you will also show up in your iCal feed/Google Calendar.

How do I do a ‘mail merge’?

Tactile CRM doesn’t have a built in ‘mail merge’ system, instead it provides the ability to export contact data (organisations and people) so that you can use it in other applications, such as [Open]Office to perform mail merges, or mass emails with your current mail tools.

Sending email from Tactile CRM

With Tactile CRM Email enabled, whenever you click on an email address a window will open allowing you to send an email to the user.

Sending an Email

As an admin, you can specify sitewide emails that all users can send from (sales@tactilecrm.com would be an example of an email you’d want everybody to be able to send from), and turn on and off the ability for users to use their own email addresses. You can also turn off Tactile CRM Mail completely so that email links open your normal email client:

Shared Email Addresses

As an admin you can set up email templates so that users can easily send emails that you regularly use:

Email Templates

Before you can send an email from within Tactile CRM you need to verify your email address, just click the ‘Send Verification Email’ button when you click on any email address (for the first time), we’ll send you a unique link, click it and you’re good to go. If you want to use more than one email address just click on your preferences and you can add more from the email section.

Verify Your Email Address

How do I turn off email links

If you don’t want to use Tactile CRM’s built in email, you can easily turn if off in the admin area so that your normal email client opens instead (this is only available on paid plans):

Turn off Email Links

Simple untick the ‘Enable TactileMail’ link and it will automatically restore links to your default mail client.

What counts towards my storage/file limit?

An files you upload, or attached to emails count towards your file limit.

Can I buy more storage?

As files are pooled across users, if you want more storage space, simple buy more users.

How many files can I upload?

Each user on the premium plan has 1GB of file storage. This is added to and shared with the other users.

For example if you have 10 users you will be able to store 10GB of files in Tactile CRM.

How can I see how much space is being used?

After you click ‘Add’ in the Files area of the sidebar, your usage and limit are shown at the bottom of the form

How do permissions on Contacts work?

In Tactile CRM, you can set permissions on Organisations giving access (separately) to ‘Read’ and ‘Edit’ the record.

By default, records you create will be Readable and Editable by Everyone – this means that all users with access to the account.

You can change this to ‘Just Me’ if you want to restrict either Read or Edit rights to only yourself, or you can choose a combination of users and/or ‘Roles’ (groups of users) – by holding ‘Ctrl’ (or the “Apple”/Cmd key) while clicking you can select more than one user/role in the list.

Changing Permissions

Giving access to ‘Edit’ a record will automatically allow the users to see the record, and the owner of the record is always able to see and edit it – even if they set access that would prevent this.

People who are part of a company will have the same permissions as the company. For ‘individuals’ (those not attached to a company) you can decide whether or not they should be ‘Private’. Setting this means only you, the owner of the record, can see or edit the record.

How do I change the permissions of a Contact?

Only users with edit access to an organisation can change the permissions.

When viewing the organisation, click ‘Edit’ at the top of the page and then look for the link that says ‘This organisation is setup to be viewable and editable by everyone, but you can change it.’ to change it.

What are Activities?

Activities are an easy way to remember to get things done. You can add activities for yourself, or your colleagues and get notifications when they are due etc.

iCal export/How do I use activities with my favourite calendar application?

Tactile CRM offers a way for you to view your entire calendar, or individual events within your calendar application using the ical file format.

Individual activities can be downloaded as iCal files, simple by clicking on the ‘Download activity as an iCal File’ link within the activities box on each activity:

ical

Subscribing to you entire activity feed is just as easy, simply follow the steps below:

  • Click on the preferences link in the top right of the screen
  • Scroll to the bottom of the page and click on the ‘Generate New Calendar Key’ button
  • Use the link it provides in your calendar application and get keep up to date with meetings and activities you have
  • You can even share the link with colleagues if you want them to be able to see what you are doing and when you have free time.

If you ever want to change the link, simply press the ‘Generate New Calendar Key’ button and the link will change. This can be useful if you think somebody has got your key that you don’t want to view you calendar anymore (say when a member of staff leaves).

How do email reminders work?

Early in the morning on days with activities due, you will get an email letting you know what needs doing. The email will also contain any overdue activities you might have. To make things even easier, we provide a link next to each one in the email so you can quickly view all the details.

How do email notifications work?

Notifications are automated and sent as follow:

  • If somebody adds a new task for you
  • If somebody edits a task assigned to you
  • If sombody completes (or marks as not-complete) a task assigned to you

How does the “Date” property work?

“Today” and “Tomorrow” are handy shortcuts that pre-fill the date field for you, while “choose a date” lets you enter any date you like. Activities can optionally be given a time, or left just as a date. Select ‘later’ for things that you know you need to do but are not time dependent.

How do I change the ‘Type’ options?

Anybody with an administrator account can go into the ‘Admin’ area and update/add activity types.

What are Opportunities?

Opportunities are an easy way to track sales and potential sales within your organisations.

What do the graphs represent?

There are a variety of graphs and reports which you can choose to display on your dashboard. These include the opportunities you have won (sometimes referred to as closed) over the last 12 months, your current pipeline – open opportunties and those that you have either won or lost in the current month, and many more.

Why don’t my graphs display anything?

The most common reason for no data showing on the graphs is becuase you haven’t associated a cost with them (for the pipeline), or haven’t set up any sales stages as won, or not open in the ‘Admin’ section.

How can I change the “Sales Details” options? (Type, Stage, Source)

Log in as an administrator and click on the ‘Admin’ link in the top right. Chose the ‘Configurable Values’ option and update them.

How do Opportunity Sales Stages work?

You can setup as many sales stages as you like within the ‘Admin’ section, for your graphs to work make sure you have some sales stages with the following (you can call them what you like):

  • Open (Won unticked, Opened ticked)
  • Won (Won ticked, Open unticked)
  • Lost (Won unticked, Open unticked)

How does Opportunity Archiving work with my account limits?

The Solo plan allows a certain number of Opportunities, this counts the total number of unarchived opportunities you currently have and won’t let you add any more when you hit this limit.

Simple view an opportunity and use the ‘Archived’ check box to archive the opportunity and stop it counting towards the limit.

Archived opportunities cannot be edited or added to.

What do the export options mean?

You can export your opportunites as a CSV to run custom reports or to load them into a spread sheet. The following options are available:

  • All Opportunities – this will export the complete list of all opportunities ever added to Tactile. Good for a backup.
  • Open Opportunities – this will export a list of current opportunities that are not set to be closed.
  • My Opportunities – this will export a list of all the opportunities that have been assigned to you.

How do I import my Outlook address book?

You’ll first need to export the contacts from Outlook and then you’ll be able to import them into Tactile CRM:

  1. Open Outlook
  2. Choose “Import and Export” from the File menu
  3. Wait for the wizard to open, select “Export to a file” and click “Next”
  4. Choose “Comma Separated Values (Windows)” and click “Next”
  5. Choose the Contacts folder you would like to export and click “Next”
  6. Choose a filename and where you would like to save the file (for instance, “tactile_import.csv” on your Desktop), then click “Next”
  7. Confirm what you are exporting: make sure the checkbox next to “Export…” is checked and click “Finish”

How do I export my contact data?

Exporting Organisations & People is easy. Simply click on the tab for one, and there is an export as CSV link on the right hand side. Tactile CRM will then export the data and email it you.

It doesn’t stop there though. If you want to restrict the export by Tags or Town, you can do that too, you’ll even get a list of Tags separated by “|” in the export file.

Can I import vCards?

Yes! Simply export your contact details as a vCard, for example in Mac Address Book:

  • Select the contacts you want to export
  • Click ‘File’ -> ‘Export’ -> ‘Export vCard…’
  • Choose a filename and where you would like to save the file (for instance, “tactile_import” on your Desktop), then click “Next”
  • Then click on ‘Import contacts into Tactile’ in either the contact or leads module and follow the instructions there.

Can I import my contacts for Google/GMail?

Yes! Simple click on ‘Import contacts into Tactile CRM’ from either the Organisations or People tabs and follow the instructions there. You will be asked to confirm access to your Google account by Tactile CRM, then enter your username and we will take care of the rest.

Can I set more than one phone number or email address for a contact?

Yes, but (to keep things simple) we ask that you do this after you’ve created the record for the contact.

Once you’ve clicked ‘Save’, you’ll be shown all the details you’ve entered and the ‘Contact Information’ (Phone, Fax, Mobile, Email, etc.) are shown in a list near the top-right of the page. Any you entered while creating the contact will be shown here – they’re assumed to be the ‘Main’ method, but this is just a label that you can change.

You can edit any of the existing contact methods or add new ones by clicking on the ‘Update’ link. A pop up window will appear:

Adding Extra Contact Information

To add a new Contact Method, click the ‘Add another Contact Method’ link, enter the details in the boxes that appear and click save.

How do I set the default country when adding an address?

When you add an address to your organisation record in the ‘Organisations’ module the country you choose there is used as the default for when you add new addresses elsewhere in the system.

What are notes?

Notes are an easy way to store information about things in Tactile as and when they happen. Speak to a client on the phone? Make a note about the conversation and as time passes you start to build up a valuable history of what has happened and who has said what.

Can I make my Notes private?

Yes. When you add a note, simple tick the ‘Make private’ check box and only you will see the note. It will also be a slightly lighter shade of yellow to help you distinguish it on the overview pages.

When will I get billed?

If you are on our Solo plan – never! It’s free for life (assuming you stay within your account limits, otherwise you’ll need to upgrade).

If you sign up for a paid plan your first 30 days is free for the first user. Your credit card will be billed once the 30 day trial period is over and then every 30 days thereafter unless you cancel or downgrade your account to the Solo edition.

If you add new users we will pro-rata charge your credit card for the remaining period until your next billing date.

What payment methods do you accept?

You can pay by Visa or MasterCard

Do you back up our data?

Yes! All data is backed up daily both to our on-site and off-site back-up facilities.

How reliable is Tactile CRM?

Tactile CRM is built upon our tried and tested (and award winning web platform). It is hosted in the scalable Amazon EC2 platform to ensure the service scales with users needs

Is Tactile CRM secure?

All our plans (including our free versions) come with SSL as standard. SSL is used by e-commerce sites, banks, and Tactile CRM to ensure that your data is encrypted when it is sent across the Internet.

Simply make sure you put https:// before your Tactile CRM URL to take advantage of this and you will see the ‘padlock’ in your browser when you are using it.

Do you provide email/phone support?

We currently offer full email support to all plans between 8am and 5pm (UTC) and phone support to paid plans during these times. Email is mostly answered within a couple of hours.

Can you customise Tactile CRM for us?

If you want custom software we can work with you to provide a solution to fit your needs. Tactile CRM is built upon Award Winning framework and although the Tactile CRM code is not available for customisation, we can quickly build applications for you based upon it.

Can we install Tactile on our own server?

This is something we are thinking about. We won’t provide Tactile CRM for download as there is a lot of complex setup required for the reminders, email integration etc. However, we are currently investigating the possibility of a Tactile CRM Appliance Server which you can install on-site. Drop us a line on sales [at] omelett dot es if you are interested.