Visibility of data is very important to your company work flow. Whether it is for security reasons or for work flow, what different people can and cannot see has a significant impact on your business. This article focuses on tips for creating successful layouts and tailoring your system to its users.
Not everyone in your company needs to see all of the information available on a lead or an account. Extraneous data can hinder speed as well as be a security liability for both you and your leads.
All CRMs and Lead Response Management systems have the ability of limiting permissions and abilities. Admins have most if not all abilities within the system, while managers have less, and basic users have even less. This is done in an effort to safe guard the system. Similarly, sensitive lead information should not be left in the hands of those who do not need to see it. If your sales reps do not need to see a person’s social security number, for example, do not allow them to see it. This can be done by customizing your lead management system so that different account types see different kinds of data. Customize your dialer layout so that they are different from your contact manager layouts. This way, sensitive information can be protected. As an admin or manager, you will be able to see this information, but sales reps do not need to see it. I have even seen systems customized to the point where a field where sensitive information is input by a sales rep through the dialer, but then when he or she refers to that leads again in their contact manager, they can no longer see the information.
Customizing you dialer layout differently from your contact manager layout also has added benefits. Reducing the number of editable fields available to a sales rep while they are on the dialer reduces the amount of user error on your system. Sales representatives on your dialer will not be able to accidentally make changes in fields that they do not even use in the dialer to begin with. Second of all, simplifying a dialer layout makes it easier to use as well as it speeds up productivity. It is easier to train new users on a simple system than one that is complex. This can be especially useful if your business model or industry is of the “one call close” type. In this scenario Sales reps often never work outside the dialer and simplification is ideal.
