Customer Spotlight: soak.com

In this month’s ‘Customer in the spotlight’ we look at how leading online bathroom retailer soak.com realised they had reached the point where Outlook was no longer enough, and needed a CRM platform – and they needed it in just six weeks.

Headquartered in Nuneaton, this 2012 winner of the National Online Business of the Year award had grown rapidly. “I joined in June 2016, says,” Jevern Partridge, CIO. “Over the previous ten years the business had expanded quickly, and it was fast becoming clear that we needed technology that could properly support this growth.”

 

Ilyash Dedat, Customer Services Director recalls the problems his team was facing. “We were using Outlook to manage hundreds, if not thousands, of emails, and it just couldn’t cope,” he says. “Inboxes were overloaded. Agents found themselves unable to send emails as they lacked space in Outlook. We weren’t able to deliver to customers as we wanted to, and agents were getting frustrated.”

The crunch point came when one customer called to complain that no one had answered their email. This prompted Dedat and Partridge to begin conversations with CRM providers, including Workbooks. 

 

Flexibility was the primary reason they chose Workbooks. “The larger vendors insisted we work in their way,” recalls Partridge. “As a growing business we needed flexibility, and that’s what we got from Workbooks. We took up references and they convinced us that Workbooks would be the flexible partner we needed.”

During the implementation the team at soak.com was also impressed by the speed and honesty Workbooks delivered. The platform had to be in place before Christmas to enable the firm to cope with January, typically the time of year when people buy large ticket items like bathrooms and so soak.com’s busiest time of the year. That gave the team just a six week turnaround time, but Workbooks made that happen.

“Their approach was a breath of fresh air,” says Dedat. “They were honest about what would be simple and easy, and what would take longer and cause problems. They weren’t in sales mode; they were focused on providing us with the best product possible. It wasn’t like having a supplier come in – it was like they were part of the extended team.”

 

For more information about how Workbooks helped soak.com move to the next stage of its growth, view the video case study here:

 

Watch the video

DocuSign Example – Taking Payments

Please note, our DocuSign Integration is still in a Beta stage. For more information please contact support@workbooks.com

The following example will take you step by step through setting up an Invoice Document, using a PDF generated from the Workbooks Unified file, that will be used to take payment, which will be received as a signature.

Prerequisites: In order to take Invoice payments through DocuSign you will need to ensure that you have the correct DocuSign Licence configured, for more information on this please contact support@workbooks.com

Once you have configured a Payment Gateway within DocuSign it is possible to start taking payments immediately through the DocuSign integration on any Invoice you send out from Workbooks. 

Stage 1 – Configure the DocuSign Document

You will need to create a New Document from the DocuSign integration Menu, this is accessed from Start > Configuration > Email & Integration > DocuSign and select New Document and Continue.

Configure the document to your specifications, giving it an appropriate name and selecting Invoice as the Record Type.

For this example you are going to use a Workbooks Invoice PDF so for Integration Type you will need to select is Workbooks PDF. This will then show a new option where you can select the PDF Template that you want to use. You will also be leaving the PDF name as the Customer Name so you do not need to select any Fields from the PDF File Name Fields option.

We recommend that you set up your template so that you receive all DocuSign Notifications so that you are kept fully updated on all customer actions. From this option select all Notification options and turn on the Certificate of Completion setting. If you have the Workbooks Audit module, you will also be able to see some of this detail in the Summary tab on the Workbooks record.

Now you need to configure the payment options. In order to take payments, the DocuSign Payments option needs to be turned on, which will then display two additional options. Specify which Person relationship type will be responsible for making the Payment – this example is using Primary Contact. 

Next, choose which Payment Gateway you wish to use for this document. The Picklist will only show the available Payment Gateways that have been configured within your DocuSign account.

As this document will only go to the Primary Contact, we will make them the Signer and do not require anyone else to be CC’d into the Email.

Within the Advanced Options we recommend that you keep the DocuSign Interactive Send Mode turned on so that you can review the Invoice before it is sent. All other Advanced Settings can be turned off.

As there are no DocuSign Anchors in the unified.xsl PDF Template for Invoices the Template setup is now complete, therefore you can click “Continue” to skip the remaining pages of the configuration wizard. Before you can send an Invoice for payment, you will need to configure your Invoice records and Form Layouts.

Note: Keep this window open as you will need to refer back to the Parameters set here when setting up the Button Process.

Stage 2 – Configuring Invoices

Once the Template has been installed you will need to configure any Form Layouts with the Docusign Fields and the Button Process in order to generate the Document Envelope for sending.

To configure this you will need to go to Start > Configuration > Customisation > Record Types > Customer Invoices.

To review all of the Fields created via the DocuSign Integration, apply a filter to show the Created via starts with Action DocuSign, this will display the 12 Fields listed below:

On the Form Layouts Tab select the Form Layout that you want to generate the DocuSign Envelope from.

Once you have opened the Form Layout go to the Automation Tab and select New Process Button.

This will generate a new dialogue box that will allow you to configure your Button Process. Set the following details to configure a new Process Button:

  • Button Text: You will need to ensure that your Button Text identifies the correct Document, especially if you have different Invoices for ones that won’t generate payment and ones that will.
  • Script Location: Select Script Library 
  • Script: select DocuSign Integration
  • Enabled: Ensure the Enable checkbox is checked 
  • Run as: Set as the appropriate User, for this example select the Current User so that they receive notifications for the Document

Once this page has been configured press Save and then go to the Parameter Values Tab.You will need to then add in the values for the document_name and mode parameters, these were defined on the completion of the Template setup

Open the Parameter and apply the values accordingly, once both Parameters have been set you can save and close the Button Process.

Note: Fields can then be applied to the Form Layout to show the DocuSign Fields as required.

Stage 3 – Generate the Document for payment

Once you have set up the Form Layout with a Button Process you will be able to generate a new Invoice for requesting payments via DocuSign.

Before sending the document you will need to check that the DocuSign: Show Payment Option Field is set to enabled – this will enable the ability to receive payments through the DocuSign integration for this Invoice.

Note: if this Field is set to Disabled on sending the recipient will see your Bank Details as they are configured in your PDF Settings.

Additionally you will need to ensure that there is a Person related to the Document with the correct Relationship Type otherwise the Process will fail to run. In our example above, this was set to “Primary Contact” so add a Person with a “Primary Contact” relationship to the People tab of the Invoice.

Once you have checked both of these, click Run Process and select the appropriate Process to run.

The Process will then switch to a DocuSign tab (only if you left Interactive Send set to “On” during the document setup) allowing you to review the details on the Invoice and see how it will be presented to the Customer. You can also check that the amount generated to pay has been correctly calculated and amend it if required.

If you are happy with the document you can then use the Send Button, DocuSign will then send the generated preview as a live email to your Customer.

You can then review the status of the Invoice at any time from the Main tab of the record in Workbooks. The DocuSign: Document Status Field will provide you with a live update as to where the Document is with the signee and the DocuSign: Last Action will tell you when the Last Action occurred. 

Note: We have created a Forum Post that provides a step-by-step guide to building a Report that allows you to review DocuSign Templates at any stage.

Once the Document is sent the Primary Contact will receive an Email like the below allowing them to review the Document that you have sent them. 

Note: Email branding can be amended and managed in DocuSign, more information can be found on their Support Site.

Once reviewed, the customer can progress through the Payment wizard within DocuSign which will be processed by your chosen Payment Gateway.

Once payment has been taken you will receive a Notification in line with your Notification settings. The DocuSign Document Status Field will be updated to Document Signed and you will be able to review the signed Document from the DocuSign Signed Document Field.

For Invoices the taking payment is considered to be the signature of the Document, so the DocuSign: Document Status Field will be changed to Document Signed. The DocuSign Payment Id Field will also be updated with the id with DocuSign so you can link the payments at a later date if needed.

Additionally the Certificate of Completion will be available for you to review from the Files tab, providing that this has been configured on your Form Layout.

DocuSign Example – Creating a Template for Cases

Please note, our DocuSign Integration is still in a Beta stage. For more information please contact support@workbooks.com

DocuSign can be used to send a document for signature from a Case record to the Primary Contact. You could use a Case to represent a Support Policy or Statement of Work (SoW). These are documents where the content on the page will remain constant and only require the signature and name to be captured. Although, you could add in details from the Case record where appropriate as well – see our example here which shows how to achieve this using a different record type, however the concept remains the same.

This example will take you through the process of how to set up a DocuSign Template that can be sent from a Case.

Note: It is also possible to send a Workbooks PDF from a Case, however this would require the creation of a custom PDF template. For more information on setting up custom PDFs please contact support@workbooks.com

Stage 1 – Create a Blank DocuSign Template

To create a New Template you will first need to login to DocuSign. Once logged in, from the New menu select Create Template.

On the new Template, give it an appropriate Name & Description, then upload the file that will be sent out for signature.

Add a recipient with a Template Role of “Signer 1”. Once this is complete, save & close the Template. We’ll come back to this screen later to add the signature fields once the integration has been configured in Workbooks.

Stage 2 – Create the Document in Workbooks

Create a New Document from the DocuSign integration Menu. The configuration wizard is accessed from Start > Configuration > Email & Integration > DocuSign. Select New Document and Continue.

Configure the document to your specifications, giving it an appropriate name and selecting Case as the Record Type.

For this example, we will be using a DocuSign Template so for Integration Type, select DocuSign Template. A new option will appear, allowing to select the DocuSign Template that you want to use. Select the Template that was configured in Stage 1.

We recommend that you set up your template so that you receive all DocuSign Notifications enabling you to be kept fully updated on all customer actions. We’d also recommend that you turn on the Certificate of Completion setting. If you have the Workbooks Audit module, you will also be able to see some of this detail in the Summary tab on the Workbooks record.

For this example we will not be creating any fields in DocuSign, more details on this feature can be found on our Knowledge Base.

As the Signer for Cases will always be the Primary Contact, the Signer/CC Recipient Setup section will not contain any information.

For this example the Interactive Send Mode is turned on so that the Draft Document can be reviewed before it is sent out, the rest of the settings can be turned off.

Once this stage has been completed the Template is ready to be setup for use.

Note: Keep this window open as you will need to refer back to the Parameters set here when setting up the Button Process.

Stage 3 – Configuring Case Records

Once the Template has been installed you will need to configure any Form Layouts with the Docusign Fields and the Button Process in order to generate the Document Envelope for sending.

To configure this, go to Start > Configuration > Customisation > Record Types > Cases. On the Form Layouts tab select the Form Layout that you want to generate the DocuSign Envelope from. Once you have opened the Form Layout go to the Automation Tab and select New Process Button.

This will generate a new dialogue box that will allow you to configure your Button Process. Set the following details to configure a new Process Button:

  • Button Text: You will need to ensure that your Button Text identifies the correct Document, especially if you have different Documents that will be used for different types of Cases.
  • Script Location: Select Script Library 
  • Script: Select DocuSign Integration
  • Enabled: Ensure the Enable checkbox is checked 
  • Run as: Set as the appropriate User, for this example select the Current User so that they receive notifications for the Document

Once this page has been configured, press Save and then go to the Parameter Values Tab.

You will then need to set the values for the document_name and mode parameters which were defined on the completion of the Template setup.

Once the Button Process has been configured, close this and return to the Fields tab of the Form Layout and ensure that your Form Layouts are configured to show the required DocuSign Fields. 

Once this is complete you are ready to finalise your DocuSign Template in DocuSign.

Stage 4 – Configuration of DocuSign Template

Return to DocuSign to configure any fields on the Template, such as a Signature or the recipient’s name. Select the Templates option and use the dropdown on the Use button to select the Edit option.

Here you can review your initial template setup and make any final changes to the Template. Once you are happy with the changes select the Next button to start configuring the Fields. We would recommend given the Template a description that highlights that this is used by the Workbooks integration and should not be deleted.

On this page you can choose any of the Fields that are required to complete your document. Once you have made all of the required changes, remember to save and close the Template. The Template is now ready to be sent.

Stage 5 – Send Document for Signature

Once you have set up the Form Layout with a Button Process you will be able to generate a new document via DocuSign.

Ensure that there is a Person related to the Case using the Primary Contact Field. This will create a Primary Contact relationship which will be used by Docusign to identify the signer. 

Once you have checked this, click Run Process and select the appropriate Process to run.

The Process will switch to a DocuSign tab (only if you left Interactive Send set to “On” during the document setup) allowing you to review the details on the document and preview how it will be presented to the Customer.

If you are happy with the document, you can then use the Send Button – DocuSign will then send the generated preview as a live email to your Customer.

You can review the status of the document at any time from the Main tab of the record in Workbooks or you may wish to build out our suggested Reports to help you manage all documents in one place. The DocuSign: Document Status Field will provide you with a live update as to where the Document is with the signee and the DocuSign: Last Action will tell you when the Last Action occurred.

Note: We have created a Forum Post that provides a step-by-step guide to building a Report that allows you to review DocuSign Templates at any stage.

Once the document has been signed you will receive a Notification in line with your Workbooks Notification settings – you may also receive emails from DocuSign as events take place, these can be configured in the DocuSign Admin Console. The DocuSign Document Status Field will be updated to Document Signed and you will be able to review the signed Document from the DocuSign Signed Document Field.

Additionally the Certificate of Completion will be available for you to review from the Files tab, providing that this has been configured on your Form Layout.

DocuSign Example – Creating a Template for Organisations

Please note, our DocuSign Integration is still in a Beta stage. For more information please contact support@workbooks.com

DocuSign can be used to send a document for signature from an Organisation record to a designated Signer, this may be used to confirm an account sign up or agreement for your Terms & Conditions where you will likely have a single point of contact. These are documents where the content on the page will remain constant and only requires the signature.

This example will take you through the process of how to set up a DocuSign Template that can be sent from an Organisation. 

Note: It is also possible to send a Workbooks PDF from an Organisation, however this would require the creation of a custom PDF template. For more information on setting up custom PDFs please contact support@workbooks.com

Stage 1 – Create a Blank DocuSign Template

To create a New Template you will first need to login to DocuSign. Once logged in, from the New menu select Create Template.

On the new Template, you will need to give it an appropriate Name & Description, then upload the file that will be sent out for Signature.

Add a recipient with a “Signer” relationship and once this is complete, save & close the Template. We’ll come back to this screen later to add the signature fields once the integration has been configured in Workbooks.

Stage 2 – Create the Document in Workbooks

You will need to create a New Document from the DocuSign integration Menu, this is accessed from Start > Configuration > Email & Integration > DocuSign and select New Document and Continue.

Configure the document to your specifications, giving it an appropriate name and selecting Organisation as the Record Type.

This example is using a DocuSign Template so for Integration Type, select DocuSign Template. This will show a new option where you should select the DocuSign Template that you want to use. Select the Template that was configured in Stage 1.

We recommend that you set up your template so that you receive all DocuSign Notifications enabling you to be kept fully updated on all customer actions. We’d also recommend that you turn on the Certificate of Completion setting. If you have the Workbooks Audit module, you will also be able to see some of this detail in the Summary tab on the Workbooks record.

For this example we will not be creating any fields in DocuSign, more details on this feature can be found on our Knowledge Base.

As the Signer for Organisations is set to be a Signer, the Signer/ CC Recipient Setup will not contain any information, this Relationship type is automatically created by the integration so does not require any manual configuration.

For this example the Interactive Send Mode is turned on so that the Draft Document can be reviewed before it is sent out, the rest of the settings can be turned off.

Once this stage has been completed the Template is ready to be setup for use.

Note: Keep this window open as you will need to refer back to the Parameters set here when setting up the Button Process.

Stage 3 – Configuring Organisation Records

Once the Template has been installed you will need to configure any Form Layouts with the Docusign Fields and the Button Process in order to generate the Document Envelope for sending.

To configure this you will need to go to Start > Configuration > Customisation > Record Types > Organisations. On the Form Layouts Tab select the Form Layout that you want to generate the DocuSign Envelope from. Once you have opened the Form Layout go to the Automation Tab and select New Process Button.

This will generate a new dialogue box that will allow you to configure your Button Process. Set the following details to configure a new Process Button:

  • Button Text: You will need to ensure that your Button Text identifies the correct Document, especially if you have different Documents that will be used for different types of Organisations.
  • Script Location: Select Script Library 
  • Script: Select DocuSign Integration
  • Enabled: Ensure the Enable checkbox is checked 
  • Run as: Set as the appropriate User, for this example select the Current User so that they receive notifications for the Document

Once this page has been configured press Save and then go to the Parameter Values Tab.

You will need to then add in the values for the document_name and mode parameters, these were defined on the completion of the Template setup.

Once the Button Process has been configured, close this and return to the Fields tab of the Form Layout and ensure that your Form Layouts are configured to show the required DocuSign Fields. Once this is complete you are ready to finalise your DocuSign Template.

Stage 4 – Configuration of DocuSign Template

Return to DocuSign to configure any fields on the Template, such as a Signature or the recipient’s name. Once you have logged in to DocuSign select the Templates option and use the dropdown on the Use button to select the Edit option.

Here you can review your initial template setup and make any final changes to the Template. Once you are happy with the changes select the Next button to start configuring the Fields. We would recommend given the Template a description that highlights that this is used by the Workbooks integration and should not be deleted.

On this page you can choose any of the Fields that are required to complete your document. Once you have made all of the required changes, remember to save and close the Template, this is now ready to be sent.

Stage 5 – Send Document for Signature

Once you have set up the Form Layout with a Button Process you will be able to generate a new Document via DocuSign.

You will need to ensure that there is a Person related to the Organisation with the correct Relationship Type otherwise the Process will fail to run. For Organisations this will always be the “Signer”, this can be checked from the People tab. If there is no Person with a Signer relationship select Add 3rd-party Relationship and add the person who will need to sign the document.

Note: The Singer may already have an Employee relationship with the Organisation, this does not need to be removed as a Person can have multiple different relationships to the same Organisation record.

Once you have checked this, click Run Process and select the appropriate Process to run.

The Process will then switch to a DocuSign tab (only if you left Interactive Send set to “On” during the document setup) allowing you to review the details on the document and see how it will be presented to the Customer.

If you are happy with the Document you can then use the Send Button – DocuSign will then send the generated preview as a live email to your Customer.

You can review the status of the document at any time from the Main tab of the record in Workbooks or you may wish to build out our suggested Reports to help you manage all documents in one place. The DocuSign: Document Status Field will provide you with a live update as to where the Document is with the signee and the DocuSign: Last Action will tell you when the Last Action occurred. 

Note: We have created a Forum Post that provides a step-by-step guide to building a Report that allows you to review DocuSign Templates at any stage.

Once the document has been signed you will receive a Notification in line with your Workbooks Notification settings – you may also receive emails from DocuSign as events take place, these can be configured in the DocuSign Admin Console. The DocuSign Document Status Field will be updated to Document Signed and you will be able to review the signed Document from the DocuSign Signed Document Field.

Additionally the Certificate of Completion will be available for you to review from the Files tab, providing that this has been configured on your Form Layout.

DocuSign Example – Creating a Template for People

Please note, our DocuSign Integration is still in a Beta stage. For more information please contact support@workbooks.com

DocuSign can be used to send a Document for signature from a Person record, this may be used to sign a non disclosure agreement or confirm that they will adhere to an internal policy. These are documents where the content on the page will remain constant and only requires the signature and/or date signed to confirm acceptance.

This example will take you through the process of how to set up a DocuSign Template that can be sent from a Person and sync fields from Workbooks to DocuSign and feed it back into Workbooks on signing.

Note: It is also possible to send a Workbooks PDF from a Person, however this would require the creation of a custom PDF template.

Stage 1 – Create a blank DocuSign Template

To create a New Template you will first need to login to DocuSign. Once logged in from the New menu select Create Template.

On the new Template, you will need to give it an appropriate Name & Description, then upload the file that will be sent out for Signature.

Then add a recipient with a “Signer 1” relationship, once this is complete save & close the Template, the signature fields will need to be added once the integration has been configured in Workbooks.

Stage 2 – Configure Workbooks Template

You will need to create a New Document from the DocuSign integration Menu, this is accessed from Start > Configuration > Email & Integration > DocuSign and select New Document and Continue.

Configure the document to your specifications, giving it an appropriate name and selecting People as the Record Type.

This example is using a DocuSign Template so for Integration Type, select DocuSign Template. This will show a new option where you should select the DocuSign Template that you want to use. Select the Template that was configured in Stage 1.

We recommend that you set up your template so that you receive all DocuSign Notifications enabling you to be kept fully updated on all customer actions. We’d also recommend that you turn on the Certificate of Completion setting.

In this example we will configure the Template so that Workbooks Fields will be synced to DocuSign, these Fields can then be updated in Workbooks when the Document is signed by the recipient.

We will only map the Job Title field to DocuSign in this instance, so you will need to select all (Ctrl/Cmd + A) of the other fields on People and then deselect (Ctrl/Cmd + left click) Job Title.

Note: The Process that syncs Fields to DocuSign has a limit of 100 Fields an hour. It runs hourly to prevent the integration from hitting any DocuSign API limits. If you are syncing a lot of Fields to DocuSign this may take some time and may need to be left overnight.

We always recommend that you turn on the Certificate of Completion setting so that you can see a full audit of what happened to document once it is signed. If you have the Workbooks Audit module, you will also be able to see some of this detail in the Summary tab on the Workbooks record.

As the Signer for this document will be the Person, the Signer/ CC Recipient Setup will not contain any information. A relationship is not used for a Person document, the Person simply needs an email address stored on their record in the Email Address field.

For this example the Interactive Send Mode is turned on so that the Draft Document can be reviewed before it is sent out, the rest of the settings can be turned off.

Once this stage has been completed the Template is ready to be setup for use.

Note: Keep this window open as you will need to refer back to the Parameters set here when setting up the Button Process.

Stage 3 – Configure People Records

Once the Template has been installed you will need to configure any Form Layouts with the Docusign Fields and the Button Process in order to generate the Document Envelope for sending.

To configure this you will need to go to Start > Configuration > Customisation > Record Types > People. On the Form Layouts Tab select the Form Layout that you want to generate the DocuSign Envelope from. Once you have opened the Form Layout go to the Automation Tab and select New Process Button.

This will generate a new dialogue box that will allow you to configure your Button Process. Set the following details to configure a new Process Button:

  • Button Text: You will need to ensure that your Button Text identifies the correct Document, especially if you have different Documents that will be sent to people.
  • Script Location: Select Script Library 
  • Script: Select DocuSign Integration
  • Enabled: Ensure the Enable checkbox is checked 
  • Run as: Set as the appropriate User, for this example select the Current User so that they receive notifications for the Document

Once this page has been configured press Save and then go to the Parameter Values Tab.

You will need to then add in the values for the document_name and mode parameters, these were defined on the completion of the Template setup.

Once the Button Process has been configured, return to the Fields tab of the Form Layout and ensure that your Form Layouts are configured to show the required DocuSign Fields. Once this is complete you are ready to finalise your DocuSign Template.

Stage 4 – Configuration of DocuSign Template

Return to DocuSign to configure any fields on the Document, such as a Signature or the recipient’s name. In DocuSign, select the Templates option and use the dropdown on the Use button to select the Edit option.

Here you can review your initial template setup and make any final changes to the Template. Once you are happy with the changes select the Next button to start configuring the Fields.

Fields such as Signature and Name can be found in the Standard Fields menu and these can be placed on your document where needed. The Full Name will be automatically populated when opened by the recipient, displaying what is in the Person Name field within Workbooks.

To set up any additional Fields that have been synced over from Workbooks, you can either use the search bar to find the Field, or look through the Custom Field Menu. In this example, Job Title was the only field synced across. Once the Signature is submitted whatever value was in this box will update the relevant Field in Workbooks.

Once these Fields have been configured the Document is ready to send.

Stage 5 – Send Document

Once you have set up the Form Layout with a Button Process you will be able to generate a new document via DocuSign. Before sending the document you will need to ensure that the Person has a valid email address or the Process will fail.

Once you have checked this, click Run Process and select the appropriate Process to run.

The Process will then switch to a DocuSign tab (only if you left Interactive Send set to “On” during the document setup) allowing you to review the details on the document and see how it will be presented to the Customer.

If you are happy with the document you can then use the Send Button – DocuSign will then send the generated preview as a live email to your Customer for signature.

You can review the status of the document at any time from the Main tab of the record in Workbooks. The DocuSign: Document Status Field will provide you with a live update as to where the document is with the recipient and the DocuSign: Last Action will tell you when the Last Action occurred. 

Note: We have created a Forum Post that provides a step-by-step guide to building a Report that allows you to review DocuSign Templates at any stage.

Upon receiving the Document the Signer will see their name pre-populated, a Sign Here button as well as Fields that need to be filled out. If fields have been configured to be required they will be unable to finish the Document without filling these in.

Once the document has been signed you will receive a Notification in line with your Workbooks Notification settings. The DocuSign Document Status Field will be updated to Document Signed and you will be able to review the signed document from the DocuSign Signed Document Field.

For this example the Position in Company Field has updated the Job Title Field in Workbooks with “Customer Support” which was what was submitted on signing.

Additionally the Certificate of Completion will be available for you to review from the Files tab, providing that this has been configured on your Form Layout.

People, Organisations & Cases with DocuSign

Please note, our DocuSign Integration is still in a Beta stage. For more information please contact support@workbooks.com

The DocuSign integration can also be used to generate documents for People, Organisations and Cases. This can be a great way to get confirmation from specific clients or Users that they have understood a policy or could be agreeing to a set of Terms & Conditions.

When setting up these documents there are a few key features that you must remember for each document type as the relationship between these records and the recipient is often different to a Transaction Document.

People – The recipient must have an email address, the document cannot have a CC so will only be sent to the person that it is generated from.

Cases – Only the Primary Contact of a Case can receive the DocuSign document.

Organisations – Organisation needs a third party relationship to a Person called “Signer”, an Organisation can only have one Signer. 

Note: In the case where two Signer relationships exist the DocuSign integration will go with the Relationship that was created first.

We have created a complete step-by-step example on creating a DocuSign Template that can be generated for People, Organisations and Cases, links to each can be found below:

Example – Creating a DocuSign Template for People

Example – Creating a DocuSign Template for Organisations

Example – Creating a DocuSign Template for Cases

Whilst Workbooks PDFs can be used for these record types, they will require a Custom PDF Template that includes DocuSign tags. Therefore, this work may need to be completed by an internal developer or one of our Professional Service Team. For more information in the setup and configuration of custom DocuSign PDFs please contact support@workbooks.com.

Taking Payments with DocuSign

Please note, our DocuSign Integration is still in a Beta stage. For more information please contact support@workbooks.com

It is possible to take a payment directly through DocuSign when a Document is sent for signature. DocuSign integrates with three different payment gateways; Stripe Authorize.net and Paypal (via Braintree). This can save your finance team a great deal of time giving people an option to pay for a invoice immediately rather than taking payment manually over the phone or providing details for a bank transfer and waiting for a payment.

We have created a worked example of how to create a Document in Workbooks and take payments directly through DocuSign, one using a Workbooks PDF. While payments can be taken through Documents generated through DocuSign Templates, Workbooks PDFs offer a more flexible solution as it provides Line Item information so recipients can see a cost breakdown, which is not supported on DocuSign Templates.

Invoice Specific Options

When setting up a Document, through either a DocuSign Document or a Workbooks PDF you will have the following options, the DocuSign Payments Field will only appear when the Record Type is set to Invoice, the remaining Fields will subsequently appear if DocuSign Payments are turned on.

  • DocuSign Payments: It is possible for payment to be taken for invoices through DocuSign itself. Turning this setting On provides recipients with the option to make the payment specified in the Document. More information on this can be found on our Knowledge Base
  • Which role should complete Payment in DocuSign?: Select the Relationship that the Person making the Payment will have with the Invoice Record, this may be the Primary Contact or you may have a specific Finance Contact. 
  • Payment Gateways: Select the Payment Gateway that you would like the recipient to use. Payment Gateways need to be configured within your DocuSign Account in order to appear here, DocuSign allows Payments through Stripe, Authorize.net and Paypal (via Braintree).

     

How the top 15% deliver an exceptional customer experience

Improving the customer experience is high on the priority list of many organisations. They spend a great deal of time and money searching for new ways to deliver a better experience than their rivals. But only 15% of companies have achieved the holy grail of full integration among customer-facing systems.

 

 

Where can CRM help?

CRM helps consolidate the number of databases your company runs – merging sales, marketing, accounts, customer service and any others – and brings them all together to provide a single view of the customer. This enables you to deliver a seamless service across every function. 

The Aberdeen Group has found that businesses that integrate sales and marketing functions in this way achieve a 20% average growth in annual company revenue – this can be increased further by also integrating finance and customer service. 

 

That’s not all. Integrating CRM across all functions of an organisation can produce important efficiencies. Running three or more databases alongside each other is a significant waste of resource – both the time spent inputting data and maintaining records, as well as the actual storage and processing capacity.

At a rough estimate, companies operating under this scenario may be spending up to 300% more than they need to. What would happen if you stopped wasting that resource and put it into improving your customer experience instead?

 

Finally, there is the enhanced insight into customer behaviour and needs that you gain from consolidating all of your information in one place. This allows you to give those customers what they want when, where and how they want it, not only improving the customer experience but also driving sales. Harvard Business Review has reported sales increases due to advanced CRM technology of between 10% and 30%.

For many organisations, CRM is merely a tool for the sales team. Yet, there is clearly much more it can do. It is the enlightened IT Directors and business leaders at those 15% of organisations that have recognised this, are leading the way, and are reaping the benefits. 

 

In the months and years ahead many more will go down this route. It will soon shift from a way to deliver a better customer experience to the thing you need to do to ensure your customer service is good enough. After all, as Bill Gates once said: “How you gather, manage and use information will determine whether you win or lose.”

Download our whitepaper now to see how CRM can help you deliver a superior customer experience. 

 

Download the whitepaper

6 Ways CRM can Improve your Marketing

When most people think of CRM they think of sales, and it’s true that sales is the function that tends to lead on most CRM implementations. However, CRM also benefits many other parts of a firm – notably marketing. 

Implemented correctly it has been proven to deliver improved lead quality, increased productivity, stronger customer relationships, better communication, lower costs, and enhanced customer satisfaction.

Here are six ways in which it achieves that. 

 

  1. It strengthens the relationship with sales

Salespeople who are confident in the leads they receive from marketing tend to follow those leads up rapidly – around a day is the ideal for most organisations. According to Forrester Research that happens at just 10% of organisations that have no mature lead management processes compared to 25% where there is a mature lead management process.

So, simply by managing the leads through the process from marketing to sales gives the sales team confidence in the leads meaning they are followed up more rapidly, and are therefore more likely to convert.

It allows salespeople and marketers to easily see the sales pipeline, allocate tasks between departments, and effectively manage marketing and sales campaigns. CRM can underpin sales and marketing alignment. 

 

  2. It allows you to profile customers based on value

Successful marketing depends on understanding customers. CRM enables you to extract meaning from your database and apply your marketing with insight; explicit customer information that helps you join the marketing dots with purpose and effect. 

This is not simply traditional segmentation which identifies customer groups based on demographics and attributes such as attitude and psychological profiles. CRM allows you to do that, but it also goes further. It allows you to do value-based segmentation, by looking at groups of customers in terms of the revenue they generate and the costs of establishing and maintaining relationships with them. 

 

  3. It integrates with, and enhances your email marketing

According to Jupiter Research, relevant emails drive 18 times more revenue than broadcast emails. Little wonder that CRM driven email marketing is such a popular tool amongst marketeers with 89% saying that email was their primary channel for lead generation. 

CRM allows you to deliver the right message to the right person at the right time – and that leads to greater return on investment.

 

  4. It allows you to automate part of your marketing

Automation through CRM makes your marketing far more efficient and effective. For example, automatic code generation, that captures data online, automatically inputs it in to your CRM and allocates leads according to workflow rules, reduces the scope for error and optimises marketing and sales resources for optimal outcomes. 

 

  5. It allows you to track performance

It automatically tracks campaign metrics like new customers acquired, customer attrition rates, cross-sell rates, up-sell rates, and average number of transactions. This happens in short, self-educative cycles, driving up ROI of your campaigns.

At the press of a button you can pull up reports or create ongoing dashboards where you can track the progress of your leads within the sales cycle and see how marketing is impacting pipeline and revenue – in real- time. This allows you to repeat successful initiatives, stop wasting resource on unproductive lead sources, and build a virtuous feedback loop. 

In addition to better decision making, this information can also help you during the planning process when identifying future spend and helping you justify a request for increased marketing budget with the board. 

 

  6. It allows you to manage marketing suppliers

CRM isn’t just customer focused; it also helps you developing closer, more insightful relationships with your suppliers. You can keep contact details on your CRM platform. You get complete visibility of orders. You can track product pricing over time and so optimise for your needs.

This reduces costs, optimises timescales, and over time drives up the quality of your relationship with your suppliers.

CRM for sales? Of course. But the deep and actionable insights that your CRM provides – real-world, real-time information that loads and primes your future sales is surely compelling enough a reason for marketeers to make CRM a priority. Read more about how CRM can help you deliver the right propositions to the right people at the right time and in the right way in our CRM for Marketing Whitepaper. 

 

Download the whitepaper

Setting up an Import Template for use with an SFTP/FTP Server

Import Templates are required for creating automated Import jobs with the SFTP/FTP process available on our Script Library. Please see here for more information on how to use this functionality. Before you begin, you will need an example CSV file with the column headers and at least 1 row of data that can be used to test the Import Template has the desired behaviour. Once you have a sample test file, you can create a new Import.

A Workbooks Import is used to define the field mappings that will be used to update existing records or create new ones if they don’t exist when a new file is made available on your SFTP/FTP server. Once an Import is created, it will be selected in the SFTP/FTP Settings Plugin to allow any processes you setup to use that Import as a Template.

Click Start > Import. Select the Record Type you wish to Import on the left-hand menu:

  • On Stage 1 of the Import Wizard, upload your sample file and click next
  • On Stage 2, change the Import Name to start with the word “TEMPLATE”. Make a note of the name that you set – this is required in the SFTP/FTP Settings Plugin.

    • If the Import Name does not start with “TEMPLATE”, it will not be selectable in the SFTP/FTP Settings Plugin later.

  • On Stage 3, you will need to now configure the mappings for the import based on your sample file. Click on each field on the left-hand “unmapped File Fields” section, and define a New Field Mapping for each one as shown

  • On Stage 4, select the Import Mode to either “Only Create New Records”, “Only Update Existing Records” or “Update existing records and create new ones” based on your desired behaviour when a new file is found on the SFTP/FTP Server. If you choose to update existing records, you will need to specify a matching rule to ensure that duplicate records are not created – we’d suggest that this is something that is guaranteed to be unique on a given record, for instance an email address (for a person record) or if this is not relevant, an ID that is available in both Workbooks and the 3rd party system.

    • Click “Next” to save the settings on this screen when you are happy.

On the final screen, DO NOT click “Run” like you would with a manual Import. This Import is now our “Template” which can be re-used by our SFTP/FTP Process. Simply close this screen now.

The key thing to remember is that this Import will be used as a template for the automated imports, so you should map each field as though it was a manual Import. For instance, you can use fixed mappings, concatenate fields and extend through to other records as required. When the SFTP/FTP Process runs and finds a file on your server to process, a new Import is created, using the mappings from the Template you just created.

If you need to change the mappings at any point i.e. a new column has been added to your file, you will need to repeat this process to create a new Import. From here, navigate to the SFTP/FTP Settings window under Start > Configuration > Email & Integration. Select your existing process and change the “Import Template Name” setting to the new Import.

See our Knowledge Base here for more information on how to use the Import Tool.