CONTEXT / SCOPE

The purpose of this SOP is to provide a clear workflow and guidance on how to monitor communication  with admins in Outreach. Doing so will assist with:

• Tracking improvement

• Account management and organization

• Having communication proof

• Avoid any communication or information gaps

• Higher chances on successful SOP compliance

IMPACTED TEAMS

• Core CSMs

• Strategic CSMs

• Digital CSMs (except the meetings and calls sections of this SOP)

• CS Operations

GLOSSARY

• CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)

• CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)

• CSM – Customer Success Manager 

• LMS- Learning Management System 

• Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)

• Outreach - A sales engagement platform that will help you efficiently and effectively streamline your workflow and give you more time to do what you do best.

• SF - Salesforce

• TL - Team Lead

TABLE OF CONTENTS

Installing the Outreach Chrome Extension

If this is your first time logging into Outreach, please follow these instructions. If not, please still go through them to make sure you didn’t miss anything during the initial setup.

Logging Into Outreach

Once you receive the “Claim Your Outreach Account”, make sure to use Google Chrome, and log into http://outreach.io

Open

Personal Settings Set-up

General

Click on your initials to go to your Personal Settings page. Under General, click on “your account”. These are the overall account settings:

Open

Mailboxes

Link your Gmail account to Outreach here:

Meetings

Set up how your meeting workflow is going to be:

Voice

Connect your RingCentral account here:

Outreach Everywhere

This extension will help your workflow, and is a compact shortcut to the Outreach tools. It synchs directly with the pages you are navigating (for example, Salesforce )

Salesforce Profile Fine-Tuning

With your calendar link copied, please go to Salesforce and then to your profile. Then paste your outreach public calendar link (which appears after you have set Onboarding Call as your default meeting type) and paste it in the Outreach Calendar Link field:

The Outreach Platform for Daily Usage

The 360 View (Home Page)

The home page is also known as the 360 view dashboard, which shows you all information applicable to our account management and sales activities, as well as prospect engagement. You can access it by clicking on the Outreach logo on the top left side of the screen, or the house button under it:

Accounts

This page is where you’ll see your full book of business. To set up your accounts view, follow these steps:

• Add the “Assigned CSM” filter

• Type in your name

• Save your view as default

Now, to look into your accounts, follow these steps:

Prospects

This page is where you’ll see your full book of business. To set up your prospects view, follow these steps:

Opportunities

This is where you will see all OTR opportunities created by you. Follow these steps:

• Add the “Owner” filter

• Leave it as “is you”

• Save your view as default

Meetings

In this page, you can see your mirrored Google Calendar, view your agenda as a to-do list, or see all available meeting types in theCS Meeting Types Collection :

Sending Calendar Link

You can send your calendar link regardless of your account setup. Just remember to click on the “See Available Times” button, click “Edit” and then select the appropriate Meeting Type:

Sending Proposed Times

To send these, remember to select the correct meeting type and make sure that all attendees are in there. You can send as many proposed times as you need:

This is how to schedule a meeting in your Google Calendar.

Tasks

While you will have a complete bird’s eye overview of your tasks on the 360 view, you can always access them here for more detail.

Email Outbox

This mailbox contains all the communication you send out:

Call List

Here, you can see all the inbound and outbound calls you’ve logged:

Templates

We count with several email templates, and you can find these saved views by category as well:

• Account Transition Email Templates

• Adoption Email Templates

• Cancellation Request Email Templates

• Onboarding and Training Email Templates

Snippets

Snippets are fragments or pieces or email messages that you can incorporate into your own communication. We have the CS Snippets Collection.

Outreach Everywhere Extension Workflow

This is what the extension will look like when implemented in your daily workflow:

Remember that you can also complete tasks here:

BONUS! CRM Shortcuts

CRM stands for “Customer Relationship Management”. In our case, we have Salesforce as our CRM platform. Outreach is wonderfully synched and integrated with it. Here are some tips of how to take advantage of its integrated features:

1. Outreach CRM Buttons:

2. SF Account Contact Imports

Expert Tips and Tricks

The https://drive.google.com/file/d/1wkjB5s_VBd70DhUQr1jt-vOW-oaFLBbO/view?usp=drive_link _{(this is soon to be integrated into our Knowledge Base)} dives deeper into all that Outreach can do for you in regards to your daily tasks. It offers valuable tips and information that will shed some light on how to improve your individual workflow and practices. The goal of this is to not only improve your results, but to become an aid throughout your work day to make it less cumbersome and more efficient. We suggest that you look from point 3 onward.