Create your follow-up reminder from a previous diary entry

From the diary, select the contact entry and click the View/Edit Contact action OR right-click the contact entry and select Open Contact from the drop-down menu

Click the Remind Me in 1, 2 or 3 Months action

A message will appear at the bottom of the contact record to let you know the reminder has been created.

The reminder will be added to your diary on the requested day.
Hover over the diary entry to see the reminder details.

It can also be seen on the task list which can be accessed from Activities, Tasks on the main menu.

Calls and appointments may need to be deleted and removed from the diary either because they did not take place or because they were cancelled in advance.

1. Open the contact record from the diary or from the customer record Future page
2. Scroll down to the System Data section
3. Untick the Active checkbox
   
4. Click the Save and Exit button to confirm the change

The appointment will be removed from your diary and will not be counted in any reports

Important: Incomplete speculative appointments will be removed from the calendar automatically when you close your week

Planned location calls can be converted to a customer call once the customer has been seen. This is especially useful when you plan speculative calls, but who you will be seen is yet unknown.

1. Record a future unnamed call and ensure the call appears in your diary
2. After the call has taken place, open the contact from the diary and complete the call as follows:
3. Click the Add/Edit Customer button.
4. The Customer Selection List will open at the correct location. Search the list and click to highlight the name of the customer seen.
5. Click the Select Customer button to add the customer name to the call record.
6. Untick the Future Appointment checkbox, complete any notes and click the Save and Exit button to complete the call.

The contact has been changed to a customer call which is reflected in the dairy and in reports.

Your planned call has taken place and now you need to finalise the call for reporting purposes

Only completed appointments are included in activity reports. Actioned contacts which are added to actisCRM retrospectively and shown in yellow on the diary are automatically treated as confirmed, but planned activity must be confirmed and finalised.

1. Open the contact record from the diary or from the customer record History page
2. Untick the Future box
3. Complete the appointment notes, next objective field and add any other information required.
4. Click the Save and Exit button to complete the call.

Create your follow-up appointment from a previous diary entry

1. From the diary, select the contact entry and click the View/Edit Contact action OR right-click the contact entry and select Open Contact from the drop-down menu
2. Click the Book Next Appointment action
3. Amend the date to the next appointment date in the call record that opens
4. Click the Save and Exit button to return to the diary

Record separate calls on several different customers where the information is mostly the same. The customers must already be saved to the Call to Action (CTA) list.

1. Open the Call to Action list from the link on the header bar or from My Data, Call to Action List on the main menu
2. Ctrl + Click to on the relevant rows to select the customers you wish to record calls against
3. Click the Record Contacts action
4. The Actions tab displays the selected names and warns you that the customer will be removed from the CTA list when the call is saved
5. Untick the Remove customers from CTA list if you do not wish the customer to be removed from the list
6. Complete the contact record with the relevant details
7. Click the Save & Next button on the ribbon to move to the next customer. The call record will be copied.
8. Edit the call record appropriately for the active customer
9. Continue working through the list until the last customer call has been completed
10. Click the Save and Exit button to save the last contact record

Calls and appointments may need to be changed for a variety of reasons:

• A date or time change
• Completing a planned contact
• Adding notes

Contacts are visible in the diary, or on the History or Future pages of the customer or location record.

1. Find and open the contact
2. Edit the content as required
3. Click the Save button to confirm the changes

OR

To change the date and time of a future contact, click and drag the diary entry to the new timeslot

Depending on your system set-up, you may not be able to edit contacts in finalised closed weeks

You may make a call and see someone that isn’t normally listed at the location, i.e. a locum, health visitor, junior doctor, etc. The call should still be reported but you don’t have a customer name to record the call against.

Record the call details

1. Find and open the location record
2. From the actions tab click Record Unnamed Contact
3. The Contact record (General) will load. The contact record is clearly divided into sections which ask questions:
4. Complete the form with as much detail as possible. Note that some fields are marked with an asterisk which indicates that they are mandatory.
5. Click the Save button to save the contact record. The call will be added to the diary.

Who’s making the call?

Owner/Employee: Depending on your set-up this is greyed out or populated with your name.
Accompanied By: Select from the drop-down options.

Who are you going to see?

Location: Completed automatically with contact’s location. Select an alternative location from the drop-down options if required.
Department: Completed automatically with contact’s department if known.
Unnamed Type: Select from the drop-down options.

When will it be held?

Contact Start Time: The scheduled start time for the call.
Contact End Time: The scheduled finish time for the call.
Duration: Calculated automatically based on call start and finish time.
All Day Options: Tick the relevant checkbox for complete morning, afternoon or day meetings. These options assume a morning is from 8am – 1pm, and afternoon from 1pm – 6pm and a day from 8am – 6pm. The times can be adjusted if necessary.

What type of call is it?

Contact Type: Select from drop-down options

Precall Planning

Pre Call Objective: Click in the field and type the objective for the call.
Future Appointment: The checkbox will be ticked automatically if a call date and start time in the future has been selected.
Confirmed Appointment: Tick the checkbox once the call is confirmed.

Results and outcomes

Notes: Click in the field and type any notes about the call.
Confidential Notes: Click in the field and type any notes about the call. Confidential notes can only be seen by members of the same team.
Next Objective: Click in the field and type the objective for the call. This objective will appear in the pre-call notes field the next time the customer is contacted.

System data

Active: Checkbox should be ticked. Untick this checkbox to remove (delete) the call from your diary and reports.

Product Details

Manage Products: Click the Manage Products button and select the detailed products. Add further details as necessary, i.e. adoption pathway and/or objections

Record additional information

Further information about the call may be added via the options on the Navigation tab. Some or all of the options may be available.

Contact Information: Information about the call specific to your organisation. Select from the drop-down fields.

More: Record bootstock information.

• Click the Add button and complete the short form that appears.
• Click the Insert button to add the information to the call record.

Samples: Click the Add Sample button and complete the short form that appears. Note that samples are more usually managed via the actisCRM offline app.

Important: If the call is not confirmed, i.e. a planned speculative call, it will need to be confirmed before Close Week is finalised so that it is included in reporting.

Record a customer call or appointment and add it to the diary

Record the call details

1. Find and open the customer record
2. From the actions tab click Record Customer Contact
3. The Contact Record (General) will load. The contact record is clearly divided into sections which ask questions:
4. Complete the form with as much detail as possible. Note that some fields are marked with an asterisk which indicates that they are mandatory
5. Click the Save button to save the contact record. The call will be added to the diary

Who’s making the call?

Owner/Employee: Depending on your set-up this is greyed out or populated with your name.
Accompanied By: Select from the drop-down options.

Who are you going to see?

Customer: Pre-filled with the customer you selected from the customer list.
Location: Completed automatically with contact’s location. Select an alternative location from the drop-down options if required.
Department: Completed automatically with contact’s department if known.

When will it be held?

Contact Start Time: The scheduled start time for the call.
Contact End Time: The scheduled finish time for the call.
Duration: Calculated automatically based on call start and finish time.
All Day Options: Tick the relevant checkbox for complete morning, afternoon or day meetings. These options assume a morning is from 8am – 1pm, and afternoon from 1pm – 6pm and a day from 8am – 6pm. The times can be adjusted if necessary.

What type of call is it?

Contact Type: Select from drop-down options.

Precall Planning

Pre Call Objective: Click in the field and type the objective for the call.
Future Appointment: The checkbox will be ticked automatically if a call date and start time in the future has been selected.
Confirmed Appointment: Tick the checkbox once the call is confirmed.

Results and outcomes

Notes: Click in the field and type any notes about the call.
Confidential Notes: Click in the field and type any notes about the call. Confidential notes can only be seen by members of the same team.
Next Objective: Click in the field and type the objective for the call. This objective will appear in the pre-call notes field the next time the customer is contacted.

System data

Active: Checkbox should be ticked. Untick this checkbox to remove (delete) the call from your diary and reports.

Product Details

Manage Products: Click the Manage Products button and select the products in the order they were detailed. Add further details as necessary, i.e. adoption pathway and/or objections

Record additional information

Further information about the call may be added via the options on the Navigation tab. Some or all of the options may be available.

Contact Information: Information about the call specific to your organisation. Select from the drop-down fields.

Attachments: Upload relevant documentation

• Click the Attach File button
• Browse your computer to locate the consent evidence document
• Click the Upload File button
• The document will appear in the attachments list and will be saved to our server.

More: Records bootstock information.

• Click the Add button and complete the short form that appears.
• Click the Insert button to add the information to the call record.

Samples: Click the Add Sample button and complete the short form that appears. Note that samples are more usually managed via the actisCRM offline app.

Click the Save & Exit button to save and complete the contact record.

Important: If the call is not confirmed, i.e. a planned speculative call, it will need to be confirmed before Close Week is finalised so that it is included in reporting.

Adding planned confirmed or speculative appointments to your diary is simple once you’ve built your Call to Action list

From the diary, click the Panning tab to open the list of customers previously added to the CTA list.

Move through the diary to view the correct dates.

Plan an Appointment

From the Planning tab, click and hold on the customer name and drag the name to the appropriate timeslot on the diary.

The contact will appear in the diary timeslot that corresponds with the top of indicated area and will be entered as a Speculative Appointment. This means that the call will need to be completed once it has taken place.

If the customer name is dragged into date in the past, the contact will record will open and the call can be completed in the usual way.

Edit a Contact Entry and Complete the Call

Date and time changes to a call entry in the future can be made directly in the diary.

Click and hold the entry and drag it to the new date and/or time.

Changes made in the diary will automatically be reflected in the call record.

Important: Entries cannot be moved to a date or time in the past.

All other changes including completing a call must be carried out in the call record.

1. Select the entry in the diary and click the View/Edit Contact action OR right-click the contact entry and select Open Contact from the drop-down menu.
2. In the call record, uncheck the Future Appointment checkbox and complete any other required information including the product details.