Salesforce.com User Guide
Contents
1. Clients who have reached their goal weight You may use this information to track the total number of successful weightloss in your clinic Last Modified Date 15 07 2009 10 51 AM 15 07 2009 10 52 AM 15 07 2009 11 35 AM 24 07 2009 1 05 FPM 15 07 2009 10 04 AM 15 07 2009 10 52 AM 14 07 2009 2 27 Phi 16 12 2009 11 14 AM 14 07 2009 2 05 PM 4 12 2009 1 21 PM 15 02 2010 10 33 AM For those at goal weight you may recommend they do the maintenance consultation if they have not done so already or you may give them a courtesy follow up call to see how they are going on instilling healthy eating habits Customer source report Good for analysing your customer base From this report you could identify the most efficient form of advertising for your clinic as it gives you a total of how many people Filtered By find out about the program through word of mouth how many through TV etc Member Record Type not equal to Clinic User Clinic Name Salutation First Name Last Name Mailing Suburb Where did you hear about us 163 records Gender Program Registered By istration Date x You may also use this report to determine the ratio of male to female customers in your clinic and where they live To find out the busiest month for new registration you may export this report into excel format and sort the data under Registration Date column to obtain total number of sign ups for2. 10 May 2010 16
3. member number and either scan the barcode at the back of their membership card and click on go Or you can type the number into the box This example shows the member s first and last name and their residential suburb First Harre Jane Last Hare Doe Suburb Penrith Member Number 090000071 Member Number 09000001 Name Clinic Name Member Number Program Mailing Suburb Mailing Postcode Jane Doe TFWLC Clarence Street 09000001 Weightloss Penrith 2750 Member Edit Salesforce com User Guide V1 3 10 May 2010 8 One you ve found a member record you can update it or edit the details by clicking Edit at the top of the record Name Ms Jane Doe Clinic Name TFWLC Clarence Street New weigh in Once you found the customer click on their name and on their profile page scroll down to weigh ins and click on new weigh in Enter their weight and waist measurement and record any comments as required Save Save New Cancel AAA I Required Information Current Weight kg 50 Member Mrs KOSHA NAIK 2 camente nown E Click on save If required you may change the information that you have just entered by clicking on their name which will bring you back to their profile and click on edit under weigh ins If a customer only purchases and does not weigh in you should click on weigh ins on their profile tick the no weigh in box and under comments type purchase o
4. each month You may also use this report to determine the employee who performed the most new registration according to months Medication history summary This report shows customers who are on medications the type of medications they are taking as well as their medical condition Member visits this week Shows the list of customers who visited for the week Monthly new registrations This report is good for determining how well your clinic performs in selling starter packs on a monthly basis From the report locate your clinic name and the total number of starter packs sold will be shown on the left Clinic Name TFWLC Randwick 26 records Not Checked 10 Tony Ferguson Randwick 31 032010 Tony Ferguson Randwick 31 03 2010 Tony Ferguson Randwick 31 03 2010 Tony Ferguson Randwick 2032010 Tony Ferguson Randwick 27002010 y Tony Ferguson Randwick 270x2010 f Tony Ferguson Randwick 27 03 2010 e For example Randwick had 26 sign ups for the month of March and they sold 10 complete starter packs New member registrations this week List the new sign ups you have for the week May be useful for weekly clinic reporting Registration by week Shows the combined total number of registrations by week for all clinics participating in Salesforce This report will be good for tracking the trend state of business outcome of marketing strategies promotions Salesforce com User Guide V1 3 10 May 2010 14 Registration Date 28 02
5. 2010 6 03 2010 290 records 200 Registration Date 7 03 2010 13 03 2010 281 records 191 Registration Date 14 03 2010 20 03 2010 230 records 148 Registration Date 21 03 2010 27 03 2010 287 records 195 Registration Date 28 03 2010 3 04 2010 203 records 147 Weekly registrations by clinics Descriptions as provided on Salesforce To generate number of registration for a specific period to monitor trends new business and promotions etc For all reports you may wish to export them into excel for further data analysis purposes To do so click on export report select the format you wish to export in click on export and save in location of your choice Salesforce com User Guide V1 3 10 May 2010 15 Chapter 6 Frequently Asked Questions Q can t access or find Salesforce com com A Check your internet connection can you get to other web pages If no then contact your IT support and have them investigate the connection If yes use this link www tonyferguson com salesforce Q My computer doesn t work how do I access Salesforce com A Any internet enabled PC or laptop in your business will allow you to access Salesforce com www tonyferguson com salesforce Q have forgotten my password A Click the Forgot your password link on the login page This will send an email with a temporary password Enter the temporary password You will then need to select a new passwo
6. FOUND IF A SPELLING MISTAKE HAS BEEN MADE demote 40 C 0 Comments gt Posted by brookside on 30 04 2010 3 39 PM Points You also have access to all past posts and comments and with this you may find your questions answered here from previous discussions This is basically a place for all TF practitioners to have a discussion or to convey their messages ideas to Tony Salesforce com User Guide V1 3 10 May 2010 12 Chapter 5 Reports Under Report folders there are many reports that you can generate using Salesforce as seen on the dropdown list but the one we use most is the Clinic specific reports Select this option and click on go Folder Clinic Specific Reports ale cilolelF solHl ilsle e m n olrFlalr _s tlulv w x v z otne EM Report Name a Cc lients that hawe lost weight Jents who have reached their Goal el To generate number of registration for a specific period to monitor trends new business and promotions etc Show me fewer ls records per list page Last Modified By Pham Trinh Pham Trinh Pham Trinh Pham Trinh Pham Trinh Pham Trinh Pham Trinh Lamb Julian Pham Trinh Lamb Julian mtonyferguson com sFDCadmin01 alelecjole r eja ify je o miujo rjojer s Tjujv w x vw z other EE Clients that have lost weight You may use this to identify customers who are on medications and have lost 5 10kg to be given a medical follow up form
7. Save amp New Reminder Save amp New Event Cancel Required Information name Carine Dighy amp 24 04 2010 22042010 cusotmer is going well on program will be back next week for progress appoinment C Send Notification Email Save amp New Reminder Save amp New Event e Click on save My Calendar You may use this feature to mark an event on calendar or to set reminder for upcoming events Save Save amp New Reminder Save amp New Event Cancel Assigned To Tony Ferguson Randwick a a Add to Invitees All Day Event E Stat 27 04 2010 12 00PM 11 50AM End 27 04 2010 1 00PM 115048 ES SS Save amp new E Reminder LJ Member tJ Tell Tony The Create New button is available on most screens but is best utilised from the Home Screen Use this to create e An Event something that you want your team to do Saturday back office clean up e A Reminder for your team make sure all weigh ins are entered daily e A New Member see next section or e A Tell Tony got a suggestion a comment feedback or a question log it here These are explained in more detail in the rest of this guide Salesforce com User Guide V1 3 10 May 2010 4 Tip If you create a new Member but did not start from the Home screen the Clinic address will be pre populated into the form You can delete this and type the member s address Creating a New Registration To create new regi
8. ch as get a free chocolate when you buy a week s worth of shakes etc b My stores members o List of all customers you have in your store o Good for obtaining information such as How many customers are on weightloss program How many customers are on progress How many are on maintenance Where about do majority of your customers live You may use this information to help with target your LAM c New this week o Shows the new registrations you have for the week o You may use this information for weekly clinic reporting d Recently viewed members o Rarely use this feature o However you may use this to search for a customer Salesforce com User Guide V1 3 10 May 2010 11 Chapter 4 Tell Tony This feature allows you to post your questions comments or feedbacks regarding the programs the products topics relating to Salesforce or other issues You can vote on each topic but only once to either promote it if you like it or demote if you don t think it s such a good idea Community Internal Ideas y Welcome randwick Recent Replies gt a a Post Tell Tony Vote for Tell Tony Add Comments Recent Tell Tony Top All Time Comments MEMBER SEARCH ae THE ADDED SUBURB AND POST CODES ARE A GREAT IDEA BUT IT WOULD MAKE IT EASIER IF THE SEARCH WOULD WORK IF ONLY ONE AREA WAS ENTERED EG ONLY FIRST NAME OR ONLY LAST NAME AS IT DID PREVIOSLY THIS MEANS A MEMBER CAN BE
9. days 3 week and 3 month follow up calls that have been automatically scheduled when you created the new member These are displayed on a daily basis e You may choose to filter the list according to preference To do so click on the dropdown list and choose the preferred option For example if you choose today then only customers to be called today will be listed and if you chose tomorrow customers to be called tomorrow will be listed so on and so forth Overdue Complete Date Subject Name e Today Today Overdue X 24 04 2010 Call Customer Carreine Digby Tomomow ae Mext T Days X 26 04 2010 Call Customer MARIAM STEIN Next 7 Days Overdue 26 04 2010 Call Customer MICHELLE CHONG ene All Open 27 04 2010 Call Customer AMANDA SMITH 27 04 2010 Call Customer NEIL RICHMOND 27 04 2010 Call Customer JOSH SPARGO 2004 2010 Call Customer LARA NEWSTEAD 9 04 2010 Call Customer ANTONY READ 9 04 2010 Call Customer rozalind STRONG e To calla customer click on their name to obtain their contact number Always check on their profile to see if he she is a do not call customer because at this stage they will still show up on the list even though you have pre selected do not call while creating their profile e Once follow up call is made you then click on the x under complete column and document the conversation you had with the customer under comments section Salesforce com User Guide V1 3 10 May 2010 3 Save
10. e homepage in your browser Note The username is in the format of an email address though it may not be your actual store email address If you are unsure of your Clinic username contact Tony Ferguson IT or your Tony Ferguson Account Manager Forgotten Password If you forget the password ask around before hitting Forgot your password as this will cancel the current password You then need to enter the username This will send out a new temporary password to the store email address Once the temporary password has been entered you will need to set the new Clinic password UserName twiccranbourne tonyferguson com New Password ATT Acceptable o Verify New Password TELLLLLLILIT Note e Passwords must be at least 8 characters long and contain at least one number or special character e You cannot re use any previous passwords If you do reset the password don t forget to share that with your colleagues but not ona post it stuck to the screen Salesforce com User Guide V1 3 10 May 2010 2 Chapter 2 Features Tabs Home Once logged on you will be looking at the HOME page of Salesforce Under this tab there are several features that we will utilise Recent Items This section lists the last ten member records accessed in the Clinic and can be useful when you need to add more details to the member who s just left for example My Reminders e Onthe My reminder tab you will find a list of 3
11. e e a Aide 12 Chapters Fal a 012 g enuen aaa a A a T 13 Chapter 6 Frequently Asked QUESUONS ii AAA A 16 Q can t access or find Salesforce cCOM COMP asserir enneren i a AE A a iaaa 16 Q My computer doesn t work how do access SaleSfOrce COM cccccceeceecesccseceneeeeceecesceeeeeeens 16 Q khave forgotten My DAS WO averiado a a aa a di 16 Q We have run out of member cards where do we order more sssssssssssssssesrsesesrsssesrsrsesese 16 Q Do I only give a member card to new Members ccseecssccsecscceseceeeeeeceeuceeeeeeeeceseeeseceeeeegees 16 Q Can I scan the barcode on the member CAard ccccsccseccsecesecescecsecesceeeceeuceseeeseeeeeeeeeseeeeeeeeees 16 Q We don t have a scanner how do we use the Member nUMberP occccncnccccncoccnconcncnconcncnnoncncnns 16 Q We don t have some details for existing customers for example date of birth DOB 16 Q Where do we write down all these details o cooocoocnononcncnnoncnncnnncnonrnonononnoncnoncnnaconanonoos 16 Salesforce com User Guide V1 3 10 May 2010 1 Chapter 1 How to log in to Salesforce Logging In Go to website http www tonyferguson com salesforce Please enter your User Name User Name thwiccranbourne tonyterguson e Type in the Clinic username and password then click on Login or hit Enter e You should create a bookmark favourite for this page and consider setting it as th
12. lect yes from the dropdown list and select the type of diabetes e List every medications and supplements that were provided on registration form e Click on type of allergy if applicable and then click on the arrow to select e Record any medical history or relevant notes Medical Approval Salesforce com User Guide V1 3 10 May 2010 6 e For Medical Approval Received select yes when appropriate medical consent form is received e If the customer has no conditions that require a consent form and as long as they signed at the bottom of the registration form you may click on the customer acknowledgement received box Medical Approval Received qn 0 Customer Acknowledgement 7 Initial weight information Height cm Initial Waist cm Initial Weight kg Goal Weight Member Record Type Member Customer ID Nickname e Enter height weight and waist measurements e Set appropriate goal weight with customer e Click on save once all details are entered You must ensure that the customer has signed the registration form Salesforce com User Guide V1 3 10 May 2010 7 Member Search To find an existing member use the Member Search tab This is used when entering details after a weigh in for a returning customer To search for a customer enter their first and last name plus either their suburb or postcode and click on go Alternatively you may move the cursor to
13. lete starter kit Additional Information Last Visit Date 27 04 2010 Where did you hear aboutus _None hi Registration Date 27 04 2010 27 04 2010 Doctor Other Detail Salesforce com User Guide V1 3 10 May 2010 5 e Select how customer finds out about the program from the dropdown list e If it is through walking past store select other from the dropdown list and under Doctor Other detail type in walking past store e Registration date will be pre populated or you can change it if it needs to be pre dated to the actual day the customer joined Address Information Mailing Street a Mailing Suburb Mailing State Mailing Postcode Mailing Country e Enter information as provided on registration form e You must enter at least one phone number e Ensure the suburb and postcode are correct will you need to be able to search for the customer when they return Conditions Requiring Caution Are you pregnant _None E e i Do you have diabetes Yes Diabetes Type Type2 E Are you taking anti coagulants Hone Are you taking any other Wes r medication Medication Type s Diabex i Do you hawe allergies Other Allergies Medical history intolerances etc gt Notes Customer performs blood glucose testing on a daily basis gt e Enter details by selecting from the dropdown list for each condition as per registration form e For customers with diabetes se
14. lo ony Ferguson weightloss program Salesforce com User Guide Salesforce com User Guide V1 4 12 May 2010 Notes on using this guide Salesforce com is provided using the Cloud Computing Model meaning that there is no software installed on your PC or laptop it is all accessed via the internet This allows any changes required in the tool to be made centrally and delivered to each Clinic the next time they log on As such we recommend that you do not print this guide but access it from the computer or from Salesforce com directly If you are using a printed copy check Salesforce com for more recent updates and changes that may have occurred since this document was produced Table of Contents NGOS om USINS TINS CU 1 Chapter 1 HOw to log Into SalestOr Ce ci AAA 2 A O rece aspects toes pate otc ect aces a ssc esto Hs wisselee tas eee pelvic te un ce ea Sele att ae uheueon tae paca peeereaes 2 Forgotten Pass WO li coa 2 Chapter 2 Features Tabs A 3 POMO cocos 3 RECENT A AS SS 3 Mn A 3 UNAS A 0 A 4 A A RL 4 Creatine a New RECESO AAA AA A AR 5 New Member ent ini E ocia n 5 Additional ATOM A WON ss ce tnetasasvsaseuncieceaseeaceieteesaseutesdsausneds ita 5 Address Into Mati a 6 Conditions IR COUN I Esto tii 6 Medical APPO aia dia 6 ATELAL WEISTIE IT ORM ARI ON ca ot cia 7 Memper Sears ao asia 8 UE A 8 NEW WEIS I Mia ii 9 create a Call Back Or Reminder dada asada 10 Chapter 32 Members ai aida 11 Chapter TeLTONY sneni
15. nly or document the conversation you have with the customer This is very important as this is the way we measure how often customers visit Save Save amp New Cancel Current Weight ko a Mrs KOSHA NAIK 4 Current Waist em No Weigh In Comments purchase only ye Salesforce com User Guide V1 3 10 May 2010 9 Create a Call Back or Reminder If a customer calls back a day after they started on the program for example to ask about certain issues you may wish to log a call which is located at the bottom of their profile Document the conversation you had and you may set another reminder to do a follow up call the next day Assigned To Tony Ferguson Randwick Subject Call TE Due Date 40 05 2010 10 05 2010 Status Completed Comments Customer is unsure how much fibe she should be taking and has experienced abdominal pain Call back in two days E Send Notification Email Assigned To Tony Ferguson Randwick Y Subject Follow Up Call OS Due Date 10 05 2010 10 05 2010 status Not Started Priority Normal ix Once done click on save Salesforce com User Guide V1 3 10 May 2010 10 Chapter 3 Members This feature allows you to filter your database according to a Birthday s this month o You may wish to send them a birthday card email or a phone call to wish them happy birthday o You may do a birthday month special promotion in store su
16. rd which cannot be the same as your previous password Don t forget to share the new password with your colleagues but not on a post it stuck to the screen Q We have run out of member cards where do we order more A Member cards are available for order through Symbion Q Do only give a member card to new members A You should issue a member card to all new members and all returning customers as well This is how we recognise registered members and the easiest way to recall their record Q Can I scan the barcode on the member card A Yes just click the cursor into the Member Number box and then scan the card This is the easiest way to recall a member record First Name Last Name Suburb Postcode OR Member Number Q We don t have a scanner how do we use the member number A You can type the member number into the box as above This is the easiest way to recall a member record Q We don t have some details for existing customers for example date of birth DOB A You should attempt to update or validate on piece of information about every customer you serve Ensure you capture their member number ask for DOB check their email address ask if they still have the same mobile number Q Where do we write down all these customer details A We have provided a new form for recording weigh ins member number post code DOB etc as well as a new Registration Form Salesforce com User Guide V1 3
17. stration from the Home tab on the top left hand side click on the create new from the dropdown list and select member Remember Enter as much information as you can about the member New Member entry First Name None v Joined At Tony Ferguson Randwick Last Name Home Phone Clinic Name A Work Phone Occupation Mobile Gender None Email Member Number Preferred Contact None v Age Range Do Not Call E Date of Birth dd mm yyyy Email Opt Out F Program None m SMS OptOut F Program Materials Purchased Available a Weightloss O Progress 9 Maintenance Starter Kit F Voucher Code Send Welcome Email E e All fields marked in red are compulsory you cannot save the record until these are all filled in e Ensure you enter the member number from the back of the Member Card you issued to the customer e Fillinall information provided There are several areas where there is a dropdown list to select from title gender program etc e You may look up your clinic name by clicking on the magnifying glass symbol or type in the Clinic name with an asterisk at each end like this e g Randwick e When choosing Program Materials Purchased you have to click on the title first and then click on the arrow to select the program Chosen Weightloss a Materials Available O Purchased Progress Maintenance e Tick the starter kit box if they buy the comp
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