Top Questions from Batchbook CRM Customers
Batchbook customers are continuing to migrate their CRM PipelineDeals What are the top questions Batchbook customers are asking right now? We’re listing those questions right here in this post.
Batchbook Customers: Questions Answered!
We’ve been assisting former Batchbook CRM customers and helping them migrate their CRM data right into PipelineDeals. We are proud to be Batchbook’s select choice to migrate CRM customers as the company sunsets the software. We’ve been dubbing the process as “automagical because it’s just an easy off-ramp from one small business to CRM to another.
These questions came up when we hosted the live webinar “Two CEOs Talk about their CRM Journeys.” JP Werlin (our CEO) and Pam O’Hara of Batchbook have built their companies around helping small and midsize companies nurture and retain the best business relationships.
Here’s what has been on Batchbook customers’ minds lately. If you haven’t migrated your data yet, find out more on our special landing page.
JP: I’d like to open up to any questions.
Annie: Yeah, definitely! You can pop any questions that you guys have into the question box, and we’ll make sure to answer those at this time.
JP: Yeah. You can ask Pam or me anything, so fire away.
Q: “How can I display overdue To-Dos along with Today’s on my home screen?”
Annie: A question just came into the question box: “How can I display overdue To-Dos along with Today’s on my home screen?” On the home dashboard within PipelineDeals, you’ll see the Agenda section. The Agenda section is gonna show any tasks that are due today. You can also click on the tab to the left — that will show you all of your overdue tasks and events. So you just select that “Past Due Tasks” in the Agenda section on the home screen to pull up all of those overdue items.
Q: “How do we let you know we are ready to migrate?”
Annie: Another question just came into the question box: “How do we let you know we are ready to migrate?” If you visit pipelinedeals.com/batchbook-pipelinedeals-customer-offer, you will be able to go in there and add in your information, and select a date that you would like to migrate your data over from Batchbook to PipelineDeals. I will also be sending out a recap of this webinar, and it’ll also have a link to set that migration date.
Q: “We use a lot of affiliation relationships between our contacts. Can you elaborate on how those will migrate across so they are bi-directional as they are in Batchbook?”
JP: The next question is, “We use a lot of affiliation relationships between our contacts. Can you elaborate on how those will migrate across so they are bi-directional as they are in Batchbook?”
Pam: Melony mentioned that to me earlier; this came up in the earlier webinar. I think PipelineDeals doesn’t have the exact same affiliation tool that we have in Batchbook, but you all do have a custom field “relationship to companies” that we feel accomplishes the same thing — that bidirectional sort of relationship, being able to link from within one company to another company and see those relationships. I think it’s there, but writing in to the team will get you that.
JP: Yeah, we can walk you through that, so please go ahead and contact us.
Q: “We are not primarily a sales company. We’re an event nonprofit. Batchbook allowed us to adapt/modify fields to meet our specific needs, e.g. contact type, tags, custom fields. Do you have other clients like us?”
JP: “We are not primarily a sales company. We’re an event nonprofit. Batchbook allowed us to adapt/modify fields to meet our specific needs, e.g. contact type, tags, custom fields. Do you have other clients like us?” Yes! Definitely. 100%. We have non-profits, we have for-profits. In PipelineDeals, it’s custom fields, that’s what we call them. I think there’s seven or eight different types of custom fields you can set up? Drop down, pick list, numeric, calendar date, forecast, and a couple others. You can also group custom fields into like categories. Custom fields can be boxed on all three of our major concepts. The three major concepts in Pipeline Deals are People, Deals, and Companies. Each of those have their own unique set of custom fields that you can apply. That should meet that need 100%, we’re happy to walk you through that. Custom fields are super powerful. They drive reporting, they drive sorting, you can set up starred lists and do pre-queries based on certain criteria driven by your custom fields. I love them, I use them. I think you can also overuse them, in some regards. I’ve seen people have hundreds of them, and like… Wow, that’s a lot of custom fields. But yes, short answer is yes. Definitely.
Q: “How do I exclude completed items in the Agenda?”
JP: This is a follow-up question on the overdue items in the agenda. “They’re in the top because in Batchbook there were only about half a dozen open overdue. How do I exclude completed items in the Agenda?”
Annie: So, completed items within the Agenda — if anything is completed, it shouldn’t show up within your list of today’s tasks and events. So definitely I would give our customer care team a call or send us an email, and we’ll walk through that with you and get that all clarified.
JP: They should drop off. They’ll still exist, crossed off, and stay affiliated with the person, deal, or company record, but they should not appear on the Agenda once completed. Although we do give you a little bit of satisfaction of seeing something crossed off, because that always feel good, checking the box and saying “done!”
Q: “I use a lot of custom fields that are grouped as data sets in Batchbook. Will these migrates as group custom fields?”
JP: “I use a lot of custom fields that are grouped as data sets in Batchbook. Will these migrates as group custom fields?” I think so. My guess is yes. I haven’t seen a situation come over last night with categories. But what we can do is, if you just type into the box or email firstname.lastname@example.org, we can confirm that we are bringing over the same groupings in Batchbook as custom field categories in PipelineDeals. I’m pretty sure we designed for that use case, I just haven’t yet seen it manifest, so I want to let you know. We need to double check, but we will follow up and close the loop with you.
Q: “For really small businesses, what is the benefit of your company over something free, like Google Contacts?”
JP: “For really small businesses, what is the benefit of your company over something free, like Google Contacts?” I have a thing about technology — I think a lot of technology companies have taken the human element out of the business. And the great thing about PipelineDeals is, we are along for the ride with you. We believe humans still matter in technology. I think Google takes an overly, y’know, “software is eating the world” sort of approach, and that technology knows best, and humans are demoted vis a vis technology. Now, that’s a biased JP worldview, because I know when Gmail first came out, I don’t know about you, but I was the help desk for my whole neighborhood for how Gmail works. It is impossible to get someone on the phone at Google, especially small businesses. They only pick up the phone if you’re spending a lot of money with them. PipelineDeals, we will pick up the phone for you and grow with you as your business grows. We care about your growth. I’d also add, we are continually investing in our product. This is our one product. Google has a lot of products, and they also have a history of shutting down products and leaving their users stranded.
JP: Unlike Pam — again, hats off to Pam for taking the time and energy not to leave her customers stranded. I just don’t want that point lost on people. There’s too many SAAS apps, I think, that miss their moral obligation to their customers, to fulfill the contract of being there for them. They just shut down and say “tough luck”. Pam did not do that, and I will forever remember that from her. But, for really small businesses, we’re here for you — Paige, Nick, Josh, Pat, Maria, we’ll pick up the phone and work with you. Yes, we aren’t free, but we do provide value for your dollars, and we back that up with service. So hopefully you can come on over and join us.
Q: “What will be crucial for us to know is that customer service, at least during the transition, will be Batchbook experts so that our questions make sense. We are not CRM native, so Batchbook is our only language at this point.”
JP: “What will be crucial for us to know is that customer service, at least during the transition, will be Batchbook experts so that our questions make sense. We are not CRM native, so Batchbook is our only language at this point.” Yes! Melanie is here! She is coming on board as our newest Pipeliner. Effective January 1, she is finishing out her tenure with Pam and the Batchbook team. We value people! We value Pam’s people, just like we value our people here. Melanie is already integrated with our team, she works with Ashley, our customer success manager; I speak to her at least once a week, if not more, making sure she’s getting what she needs. The resident expert in Batchbook is Melanie, and she’s coming along for the ride. So if you need to speak Batchbook to PipelineDeals — and I understand and appreciate that that’s your only language in the CRM landscape — we can speak Batchbook, because Melanie is our native speaker. I hope that makes sense.
Q: “How long will that support continue? At some time after migration, does live support begin to cost us per call?”
JP: “How long will that support continue? At some time after migration, does live support begin to cost us per call?” No! Absolutely not. We have, for 12 years, picked up the phone with a live, breathing human. As long as I am CEO — which, I’ve been here for 12 years, they haven’t kicked me out yet — we will pick up the phone with a live, US-based human. Again, I want to put humanity back into technology. We’re not going to hide behind knowledge bases and FAQs — we’ll have knowledge bases and FAQs, but, y’know what, I don’t know about you, when I get a voice-aided response system, it just doesn’t make me necessarily happy. We want you to be happy when you call us. So yes, I’m in favor of live, breathing humans as well. We’re not relegated to AI yet.
JP: Thank you all for chiming in. It’s really good not to be shouting into an empty room. That’s what I do at home with my kids, so… I really appreciate the feedback. And again, that number should be on your screen, 866-702-7303.
Q: “Should we wait until Jan 1 to call?”
JP: “Should we wait until Jan 1 to call?” No. Melanie’s here now. We can get you to Melanie right this minute if you call. I would not wait. I would actually encourage you to get this done in the next week or week and a half, so that you can get some R&R before the New Year kicks off. We all need to manage our businesses well, and we need those people that rely on our businesses to be successful. So do not wait. Our team is fully queued in. Also, we will be around and doing migrations over the holidays, but now’s a good time. We are in full migration mode now. Like I said, we had a bunch of accounts migrate successfully last night.
Pam: What was your nickname, JP, for us — PipeBooks and BatchDeals or something? I would sort of think of us that way right now. God bless Melanie and her ability to clone herself, but she is working on the Batchbook side and the PipelineDeals side for a while. So I agree with JP that right now, really think of it as sort of a conjoined entity working together, the teams working together, as he said. We’re all in the same Slack groups, which, Batchbook is a virtual team so that’s how we worked anyway. So I would get this going. You’ve got all the Batchbook folks and you’ve got all the Pipeline Deals folks, so you’re gonna get a lot of attention and understanding. Then you wake up after the elves have done their automagical work, and you can just march forward on the PipelineDeals side.
JP: “Congratulations to both teams for setting the bar for customer-first transition.” Thank you. And that credit really goes to Pam — we’re just supporting her in this time of transition. We will keep the customers at the top of the heap.
Pam: Thank you.
Q: “Do login credentials stay the same?”
JP: “Do login credentials stay the same?” Not necessarily! So, you’ll see once you go through the migration process — you use the same email address, and you can use whatever password you want. This process has been designed with security at the forefront. So we are not passing any credentials between Batchbook and PipelineDeals, nor are we passing your credit card. We all watched the Marriott Rewards debacle last week or two weeks ago. They got their database stolen — I think I was one of them, actually. Target, if you recall a few years ago. So we didn’t want your credit cards in the ecosystem — not even for a moment to risk. Because it’s all encrypted and protected on Pam’s side and our side, and we didn’t want to have to shuttle credit card info over, nor are we bringing over credentials. So you will be asked to verify your email address and rekey in a password. I would recommend changing it, just as general a best practice, but you can use whatever password you want, and you will also have to reenter your credit card at that time. And again, once you do migrate, we are giving you a gift-with-purchase of a free month to incentivize people migrating from Batchbook to PipelineDeals. Again, everything is security first.
Q: “How do I look up someone in the People screen?”
JP: “How do I look up someone in the People screen?” I assume you mean within PipelineDeals. Annie, you wanna tackle that one?
Annie: Yeah. So, you can search for People, Deals, and Companies all using the universal search function in the upper right hand corner from any screen within PipelineDeals. So you can just search for that person’s first name or their full name and you’ll see the results show up within the dropdown.
JP: That search is universal, and so the search results, like Annie was saying, will tell you if it’s a People, Company, or Deal record in case they’re named the same, and a little bit of other top-level information related to the search result. That search is super powerful. I think it’s one of our less talked about features, but it’s pretty neat.
Q: “How many users can be on each account?”
JP: “How many users can be on each account?” Unlimited. We definitely recommend you keep one username to one person, for not only security and if people leave, but also for data integrity. If you have multiple people using the same login credentials, then data will get mixed up. The server has multiple inputs and it doesn’t know which one to listen to. And it creates confusion. Just imagine when you have three people talking to you at once, you don’t know which one to listen to. It’s very similar in cloud software. Within your account, you can have as many users as you want, and we encourage as many people in the organization to be on the same page as possible, looking at the data. So there’s no limit to the number of users on an account at all. We go up into hundreds and hundreds and hundreds of users per account. That’s really scalable. We’re here to support you. If you have a large team, our customer service team, of which Annie is a part, will do services.
JP: One thing I’ll talk about to the Batchbook customers that maybe you haven’t been privy to is, and I alluded to this earlier, but… Technology is one piece of the puzzle. The other two pieces are the people and the process. And if you don’t have process for the people to follow, if everyone’s doing your customer relationships differently, A) you can’t measure what you’re doing, and B) you can’t improve, because everyone’s doing everything differently. So standardizing that process is where you get economies at scale. So if you need a sales playbook, if you need standardization, our team of experts, Lisa, Ashley, and Annie, are here. We do charge a little bit for services depending on the nature of engagement, but we do leave you with artifacts. We can leave you with a living, breathing sales playbook that you use to educate or train your current or new people on your sales or account management team. We can do live recordings of sessions like this, so instead of you walking through every new hire with, “This is how we do things here at our company,” you can say “Watch this, and let me know if you have any questions.” So that’s the nature of the things we do on top of the technology, is we can help with the people and the process.
Pam: One last thank-you to everyone for joining us, and to the PipelineDeals team for putting in so much energy… I’ve been humbled and touched by how quickly this entire team sprang into action, just, the respect they’ve shown to my team, to my customers, to live human beings in general. You can just feel it, you can hear it in the way Annie and JP talk. We’re really happy that we were able to find someone to take our customers and help them continue to be wildly successful.
JP: Thank you, Pam, for entrusting us with the customers and with picking up the torch from here. We’re humbled and honored to do so. And to anyone, Batchbook customers, feel free to give our team a call. My email address is email@example.com. I will respond to your emails as well. We are here for you. We’re excited to get you running into 2019. And y’know, with change comes opportunity. We hope we can help you capture that future opportunity in 2019!
Annie: Yeah, just to reiterate, we’re really excited to work with Batchbook customers, and please also feel free to reach out to me directly — firstname.lastname@example.org. And we will talk to you soon!
You might have your own questions that were not listed here Feel free to contact us and we’d love to help you get started. Best way to get more information if you are a Batchbook customer is to visit our special landing page here to get started.