PlanMyCall App FAQ’s

• What if my client is still on Salesforce Classic?

  • The application is built for Salesforce Lightning. If the client is still on Salesforce Classic, ask for a timeline on when they plan to merge to Lightning to see if it can be installed at a later date.

• Who Installs the application?

  • For this product, the client is responsible for the installation and configuration of the application. The client must have a Salesforce Administrator who can follow the technical installation guide.

• Is this available in other CRM’s?

  • Currently PlanMyCall App is for Salesforce only. At this time it is not currently on our roadmap to expand to other CRM’s.

• What about user support?

  • Because this application is installed into the client’s environment, we do not have the ability to troubleshoot individual end-user issues. We do support the application as a whole if there is a bug or error message on the administration side. Contact information is provided in the technical installation guide.

• What reporting options does the PlanMyCall App include?

  • Coaching Events by Status & Month - Shows Coaching Events by status & month.
    • How to use: Organization’s are able to run this report to see how many coaching events have been created by managers, and understand how many coaching sessions are being planned for and delivered.
  • Activities w/Sales Call Plan - Shows activities that have a sales call planner attached, group by month & owner.
    • How to use: This report will allow managers and the organization see how many people are planning for activities (tasks, events) with the PlanMyCall app. This report can be broken into date ranges to see progress.
  • My Sales Call Planners - Shows sales call planners by owner, includes completion percentage.
    • How to use: Users are able to see how many Sales Calls they have planned for and how complete they all are. This helps quickly identify where they may need to focus more time in the planning process.
  • Feedback by Observer - Shows feedback by observer, displaying status & if the observer attended the call.
    • How to use: This report is able to show how many observers (broken down by user) have completed a feedback form on a call/meeting they observed. This will help by seeing if managers are observing calls and/or filling out reflections on how their team did on that call.
  • My Sales Call Plans w/ Missing Feedback - Shows sales call planners that are in the past & missing feedback.
    • How to use: This helps managers and the organization see how many people are filling out sales call planners, but not reflecting on the call afterwards using the tool. This will create coaching opportunities to better understand the importance of reflecting.
  • User Report - Shows complete user list, and noting which users are labeled as an observer.
    • How to use: This is to generate a quick roster of all users who are assigned the application in Salesforce and who is marked as an observer.
  • Feedback by Status & Owner - Shows feedback by status & owner.
    • How to use: This report will show all feedback records (reflections), their current status (not started or submitted), and who the reflection is owned by (either sales rep or observer)

• How long does it take from sale to implementation?

  • The process will take roughly a week from the time it is sold, to the time it could be fully integrated. Keep in mind, that is dependent on call availability.

• How long does it take for the client to install the application?

  • The application will be available on the Salesforce App Exchange in May. Once it is available for direct download, it will take about a Salesforce Administrator about 15 minutes to go through the installation process (without customizations)

• Who is the point person at Richardson | SPI for the tool?

  • Brody Clemmer or Ken Cross

• Is this available in multiple languages?

  • The PlanMyCall App is currently English only. Text can be entered in the tool in any language and will save, however the phrasing of the labels/headers are in English. This is a requirement which will be implemented in a future release.

• Does the app remind users to complete call plans?

  • Yes! If a call planner has been started, but is not complete, Salesforce will send an email to the user to remind them to complete it. The system will also remind users to complete reflections once a task has been marked complete or is past-due.

• Can you walk us through the pricing for the Plan My Call app again?  Are there any set up fees?

  • Setup fees are included in the price per user. See product catalog for most up-to-date pricing.

• Is a license to CSS required to buy the Play My Call app?

  • A license to CSS is not required. It is recommended that a user has exposure to the concepts of CSS or Developmental Coaching, however it is not required to purchase the app.

• Is the app and or integration customizable in any way?

  • Once installed, the client’s Salesforce Administrator has the ability to make certain adjustments to the app such as: Labels, Needs Dialogue image, Completion Criteria, etc. Note: We do not offer custom development changes to the application.

• Do we have plans to use the app in workshop delivery (both ILT or VILT)?

  • Due to the wide variety of options in Salesforce, we will not be demoing the tool in an ILT or VILT specifically. The tool however the tool, the questions, and the importance of call planning is mentioned throughout a CSS ILT/VILT.

• Will there be manager facing communications/guides on use, best practices (tips for adoption or coaching) etc.

  • Yes, There will be a playbook available for clients on best practices, tips, and examples of what good looks like.

• Is the app and other resources available for use in other languages

  • Because this is a Salesforce native application, it will render based on the settings of the client’s SFDC org. There would be some translation required during the setup on the client end to allow for multi-lingual instances.
    • Note: Language is not user specific in Salesforce and is determined by the administrator of the Salesforce environment.

• Will there be triggers or notifications to managers once a reflection is needed. and/or will there be a manager dashboard/ coaching dashboard in SFDC?

  • Yes! There are three built in triggers to the tool.
    • 1) An email is sent to a user when they have started, but not yet completed a Sales Call Plan to remind them to complete it.
    • 2) An email is sent to a user when the event/task associated with the Sales Call Plan has occurred or expired, and prompts the user to reflect on what happened during the conversation.
    • 3) An email is sent to the manager when they have been listed as an “observer” on a call that has occurred and the user completed their reflection.

• Does SFDC claim to have a competitive product?

  • There are no known applications that integrate a Call Planner, a Reflection, and a Coaching Planner in one experience.
    • Note: A potential objection that you may experience is “We have Salesforce Developers that could build this pretty quickly from the Sales Call Plan worksheet”.
      • While this is true, there is a real cost associated with the time spent by in-house salesforce developers to do this. That resource would also be needed for continuous updates moving forward. With a license to the PlanMyCall app, the organizations gets all updates and improvements to the app included at no additional cost.

• Do we have any visibility on the usage or adoption of this app to show ROI in our QBRs?

  • Yes, see documentation that lays out the built in reporting capabilities in Salesforce. Richardson does not receive that information automatically due to security and privacy restrictions within Salesforce, however the client can easily export those reports.

• How might it conflict / align with the SPI-1 sales tool application?

  • We see no conflict between Sales Tools and the PlanMyCall App.