quick reference guide · 2020-03-30 · profile as normal. once created, click the relationships...

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.



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.


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.


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

https://support.enquiresolutions.com/hc/en-us/articles/115005517683-Pre-Leads

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.)



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.



Select Contact.


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



Select Referral Source.


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


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




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




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




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




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

https://support.enquiresolutions.com/hc/en-us/articles/360000314706-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


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


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


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


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


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.


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.


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

https://support.enquiresolutions.com/hc/en-us/articles/360022023232-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

https://support.enquiresolutions.com/hc/en-us/categories/201270413-Training

quick reference guide · 2020-03-30 · profile as normal. once created, click the relationships...

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