FAQ
GeneralDo I have to buy more software when a new module is released? Do I need any specific computer hardware? I don't have a lot of time to train new staff, this looks complicated….. What kind of training is provided? What if I am having troubles with a process, who can I contact? Do I have to be a computer wiz? I am away from the club quite often; are there any benefits of using InTouch? How do I get started? Communication What is the Message Center? SMS, that sounds expensive, why would I need that? I am unable to enter data in to From Name, From Address and Subject in Email Communication Item under Communication tab when using Internet Explorer I am trying to Activate my SMS Text Message Alerts, but it says that I am not Registered...what does this mean? I have heard about the Automatic Scheduling of Phone Calls, how do I do this? Sales Tracker What is the difference between a Call and a Scheduled Call? What happens when a staff member leaves? How do I ensure that their Leads/Appointments/Calls/Tasks don't get forgotten? We have different Contact Methods and Lead Sources, can these be customized for our club? How do I see other staff's schedules? What are Contacts? How come I can't drag a contact to Schedule Call? On my Lead's list, some people have symbols beside their name and others don't, what do these mean? Our club has a specific set of questions that we ask each Lead, can we have these added as Motivation Questions? Last name is mandatory, but I sometimes get Leads from Lead Boxes without, can I still enter it? What does Save and Create Another mean? Admin What is a Profile? When would I use this? My manager created my username and password, can I personalize these? When I log in there is a red "WARNING: Time zone settings do not match. Click here -what does this mean? I love the email templates for my Leads, I would just like to customize them for our club, how do I do that? Home Page I see WebLeads on my HomePage but it always says 0....how do I get my WebLeads to show here? What does Leads No Action 72 hours mean? Reporting I receive my Sales Summary Report Summary on my BlackBerry, it is great, however, I cannot open the CSV files. On my Sales Summary Report what are Other Membership Sales?
Do I have to buy more software when a new module is released?
- No, as it is web-based, you will automatically receive new update
- We will notify you well in advance of new features becoming available
- Re-training can be provided via the web when applicable before the module "shows" up on your door!
Do I need any specific computer hardware or software?
- Computer with 1 GHz processor
- At least 512 megabytes (MB) of RAM
- Keyboard and a Mouse or some other compatible pointing device
- Monitor with 1024 x 768 or higher resolution
- High speed broadband internet connection
- Flash Player 10 or greater
- Internet Explorer 7 or greater or Firefox 3.0 or greater or Safari 4 or greater
- Whether you are in the club, at home or traveling, you can access the InTouch Sales Portal
- A printer is good for hard copy reports
I don't have a lot of time to train new staff, this looks complicated…..
- The InTouch Sales Portal is very intuitive, a quick staff overview, a review of the training videos and the prompts within the InTouch Sales Portal will have all sales staff comfortable within a short time!
What kind of training is provided?
- On-site training (where applicable)
- Training via web screen sharing
- On-line training videos are always available for new employees or refresher courses
What if I am having troubles with a process, who can I contact?
- Our This e-mail address is being protected from spambots. You need JavaScript enabled to view it department will be happy to help with all your requests
- On-line training videos are always available
Do I have to be a computer wiz?
- Not at all, the interface is very user-friendly
- Prompts guide you through the process
I am away from the club quite often; are there any benefits of using InTouch?
- Absolutely! As InTouch is web-based, you can access club information from anywhere at anytime, provided you have an internet connection
- Sales summary reports can be sent to your PDA to keep you connected 24/7!
How do I get started?
- Please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or contact us.
What is the Message Center?
- The Message Center is an INTERNAL messaging system between staff. These Messages are only available from your InTouch log in. When you log in, your HomePage will notify that you have a new message
- External Communication with your Leads, Members and Lost Leads is done through the Communication tab
SMS, that sounds expensive, why would I need that?
- SMS appointment reminders are not included unless you want them
- Clients that send SMS sales appointment reminders have a 6% increase in club tours
- Automated SMS reminders are more cost effective than making confirmation calls
I am unable to enter data in to From Name, From Address and Subject in Email Communication Item under Communication tab when using Internet Explorer
- Upgrade to the latest Internet Explorer version and the issue should be resolved
I am trying to Activate my SMS Text Message Alerts, but it says that I am not Registered...what does this mean?
- InTouch needs to Register a Sender ID for your SMS Text Messages. Depending on where you are located, this would either be a mobile number, a short code, or a name. Please contact InTouch to discuss your options
I have heard about the Automatic Scheduling of Phone Calls, how do I do this?
- Select the Edit button for the Call/s that you would like to Activate. Select Active and Save
What is the diffference between a Call and a Scheduled Call?
- A Call is made NOW. If you are on your Lead's list, drag the Lead to Call on the left hand side. This will direct you to the Quick Call Details screen, with the Lead's phone number, a field for Notes about your call and 2 buttons on the bottom to record "what happened". By selecting either Spoke With or Left Message you will be prompted for your next action. If you Left Message, you may select to Schedule Callback. You would select the day and time and add notes,"Called on Jan 21 at 10am"
- Please note that these are 2 separate activities and have no correlation to one another. If you drag a Scheduled Call to Call and mark Spoke With, it will have no effect on the Scheduled Call
What happens when a staff member leaves? How do I ensure that their Leads/Appointments/Calls/Tasks don't get forgotten?
- The Bulk Transfer is a great way of ensuring that "nothing fallas through the cracks". If there are any Leads and/or Open Appointments/Calls/Tasks assigned to a staff member, you will not be able to "delete" them until these items have been reassigned
We have different Contact Methods and Lead Sources, can these be customized for our club?
- Absloutley! Please send a list to InTouch and they will be added
How do I see other staff's schedules?
- To see other staff member's booked events, put a check mark in the box beside their name. Each person's schedule is represented by a different color. As the Calendar fills in, you can still easily determine which staff members are busy at what time
What are Contacts? How come I can't drag a contact to Schedule Call?
- Contacts are every non-staff user InTouch: Leads, Members, Lost Leads. This list can be used for a quick search of a person but NO actions are scheduled and/or completed here. There is no functionality to drag and drop from here
On my Lead's list, some people have symbols beside their name and others don't, what do these mean?
- The icons that show in the second column of the Lead's list show that either an Appointment is Booked -a blue head and torso and/or a Call is Scheduled -a phone. If the column is blank, the person does not have any Open items, these are people that you want to make a Quick Call to!
Our club has a specific set of questions that we ask each Lead, can we have these added as Motivation Questions?
- Yes! Please contact InTouch and we will add your customized club questions.
- Questions can either be single or multiple choice, however, there needs to be a choice, there is not a open text field to type into
Last name is mandatory, but I sometimes get Leads from Lead Boxes without, can I still enter it?
- Yes, last name is a mandatory field. Depending on your club policy you may want to use a common term for all staff, for example: John Nolastname. When you do aquire the details, you can add them
What does Save and Create Another mean?
- If you are entering multiple leads from the same source, this is a quick way of getting all of their names in. After your first entry -where you have established the Priority, Contact Method, Lead Source, Lead Source Details, select Save and Create Another, the Lead Details will remain, all you need to do is add the Lead's personal information
What is a Profile? When would I use this?
- A profile is a group of people, for example, Orientation Trainers. The Profile section of the Calendar is a great place to book appointments for specific people. If a member calls in to the Front Desk, staff can quickly find which Orientation Trainer is availalble when the member would like to come in. The appointment can be booked from this page as well, making it very efficient
My manager created my username and password, can I personalize these?
- Sure -when logged in, select My Account from the right hand side. From here you can change your username and/or password. Be sure to Save!
When I log in there is a red "WARNING: Time zone settings do not match. Click here -what does this mean?
- This alert notifies you that your InTouch Portal and Computer timezone do not match. Do not use InTouch until this has been dealt with. Doing so may cause appointments to booked at the wrong time
- Your InTouch time zone is set to your club location -to verify that this is correct, "Click here" on the warning message. Verify that the time zone is correct, if not, select the correct time zone from the dropdown and Save. If this is correct, please check you computer timezone by right clicking on the time in your computer's bottom right corner. Select Adjust Date/Time and then verify the time zone
- If you make any changes, re-start your computer.
- This situation can occur during the Spring and Fall time changes if your computer does not automatically adjust for this or if you bring a computer from a different time zone
I love the email templates for my Leads, I would just like to customize them for our club, how do I do that?
- Select the Edit button beside the email/s that you would like to modify. As with a word document, use the tool bar to change fonts, colors, add images, etc. etc. Be sure to make changes to both HTML and Plain Text. Save your changes -done!
I see WebLeads on my HomePage but it always says 0.... how do I get my WebLeads to show here?
- InTouch has created a webservice that will directly insert the information that a Lead enters on your webiste into the Sales Tracker. Please contact InTouch for the WebLead Service Document. Pass this on to your WebMaster who should be able to create the page in approximatelty 1 hour
What does Leads No Action 72 hours mean?
- These are Lead that have been entered within Sales Tracker in the last 72 hours (the actual time shows beside the name in minutes) that do not have a Call Scheduled, Appointment Booked or Task Created. These are people that you want to contact NOW!
I receive my Sales Summary Report Summary on my BlackBerry, it is great, however, I can not open the CSV files
- BlackBerry does not currently support CSV files
- You can download the CSV files from your computer
On my Sales Summary Report what are Other Membership Sales?
- Download the Sales Summary Legend for a complete listing of all columns and their meanings
