One of the reasons you decided to use a CRM was to track interactions with your clients. But now that you have tracked that meeting, when do you need to meet again next? Or when should your next email to the client be sent? By using InTouch, those future dates are calculated for you based on when the Last Contacted On (LCO) date was, and what timeframes you have set for the Relationship.

Here's a quick introduction to InTouch:

Example:

Here is an example with three tiers of clients, with two types of interactions:

So, in the example above, with InTouch set up, 180 days after you complete a Tier 2 Client conversation, your CRM will alert you that you need to call them again, based on their Service Level. You can also use this data in Reports and Dashboards to create a list of client reachouts that need to be accomplished. 

We also have this functionality available in our newest Object: New Business.

What does it look like?

Each Relationship or New Business record should have a field that shows the Service Level of the record.

Within the Compliance and Service section, you can display fields that show your Review Frequency information, and Last Contacted On information.

What do we Recommend?

These Activities, when marked Complete, determine whether the LCO should be updated:

• Email
• Event
• Phone Call

When a user creates a new Activity, the following fields should be filled out to generate data enriched Service Level/LCO records:

• Date - Used as Activity Date on Service Level record

• Contact - Identify the contact with who who was included in the Activity

• Related To - Linked to the appropriate Relationship or New Business records IMPORTANT: If Related To is not filled out with one of those record types, only LCO at the Contact level will be updated.

The following frequencies can be set for Email and Conversation:

• 1 Week

• 2 Weeks

• 1 Month

• 2 Months

• 3 Months

• 6 Months

• 9 Month

• 1 Year

• 1.5 Years

• 2 Years

• Custom (User must specify number of days in required field)

The following frequencies can be set for Review available on the Relationship record:

• Monthly

• Quarterly

• Semi-Annually

• Annually

Notes about InTouch

• When defining the frequency for an Email or Conversation, you can select either a list of preset options or create a custom frequency in number of days.
• When you create and complete an Activity, LCO will be updated on the Related To and Contact records of the Activity.
• LCO will only be updated if the date of a new Activity is greater than the current LCO. For example: If LCO on the Alex Relationship is 2/24/2020, but a Phone Call was completed with a date of 2/20/2020, the LCO fields will not be updated since it’s not a more recent date. The same logic applies to any related Contacts of the Activity.

• Last Email will display the most recent message date that was Sent or Replied to. Incoming or internal emails do not count towards LCO.

• Last Conversation will display the most recent Phone Call or Event that was logged against the Related To record.

• Adjusting the settings on your Service Level Frequencies, or the Service Level on a record will not adjust the LCO date automatically.

• For InTouch to calculate, emails must be logged from the Sent Folder, not via the "Log Email on Send" option when composing an email.