 Hello and welcome to this webinar where we're going to talk about how to tailor Superfis to drive CRM success. Thank you for taking the time to join us today as we will talk about some practical tips on how to adjust your CRM solution to support your business processes. You will also learn the benefits of using low-code and no-code technology and explore how you can use it to get the most out of your CRM solution. My name is Jeanette. I've been with Superfis for seven years, almost eight. Started as a customer experience operative and now working in product marketing. And I like to call myself a CRM enthusiast and I have a passion for use for adoption, helping companies to maximize the use of their CRM solution. And with me, I have Philip, which have been with Superfis for 16 years, now as a product manager but you also have a background in different roles in Superfis. Welcome, and can you tell me a little bit about what you've done previously? Yeah, absolutely. Thank you, Jeanette, and nice to be here. And I have worked within a lot of things in Superfis, from support to services and sales. And I think that in our roles we have worked closely with customers to drive CRM success. So it's very excited to share our insight on this topic. Absolutely. So what we will talk about today is, of course, how you can succeed with CRM, in particular with customizations. We'll talk about why you should customize. And then we will introduce you to some of the no-code tools in Superfis and the different types of customizations. And we will give you some tips on how to make Superfis your own with tools that we have available, and especially with the focus on no-code, no-code. And we will show you some examples, and we will also show a demo. So we will have about 60 minutes, and then, of course, if you can't bear for all of it, you will get the recording after. And also feel free to drop any questions on the topic or share your experiences in the chat. And we will answer those questions as best as we can during the session, or we will follow up after. So what defines CRM success? It can mean many things, but I think we can all agree that a successful CRM implementation is dependent on how much your team uses the system. So you will see high adoption when reps can clearly see how new CRM improves their ability to do their job. And this should be the preferred solution instead of scattered nodes and outlook and other systems as a source of truth. Yeah, and I think one other criteria that defines success is when you gain better collaboration within the team and also better productivity in your everyday work life. And then the last thing here is that if you work correctly in the system, you get the good data visibility in the organization and that enables you and the management team to take their effective decisions for the business. And that's a key CRM success factor. Absolutely. I think also you need to trust the data, because otherwise everything else will fail. And I think it's often difficult to quantify how CRM has contributed directly to achieve business success. But if you link it to your CRM strategy or with business KPIs, that will help you set direction. And these three points that we're talking about here is very important in setting those goals. And we actually asked on LinkedIn what's on your to-do list to ensure CRM success in your organization. And we were hoping for Taylor the CRM solution, as this is what we're talking about today. But of course there are other things as well that's important. And the audience voted buy-in from all stakeholders. And why do you think that is Philip? Why is buy-in so important? Yeah, I think that the daily work within the CRM system must be connected to the company's routines and goals. And those are often set up or handled by top and other stakeholders. So you need the strategy and ownership here. And I think that's the reason why. Yeah. And that's also what we see in the lack of CRM success, the common reasons. Yeah. And you see here on the people part here you have the lack of leadership and the clear objectives set. And then you will get poor user adoption for that. And then there could also be a lack of training that the people don't know how to actually use the system. Yeah. And then you have the processes part. And that's if you fail to align your daily work and the business operation with what you're actually doing on a daily basis. And then not planning for change if something is changing for you. And that's not reflected in your processes. Absolutely. I think yeah. And also in that part when you say about not planning for change. I think if you do not customize your CRM solution or you do overdo it, then it's the same problem. You end up with a system that maybe no one's using because it's not supported properly. And then again you end up with poor data quality as a result. Yeah. That's the technology part here. You need to use the tools and the technology in the right way. So it's very important as well. And then the last bubble here is about the business goal. And that's if you haven't have it defined clearly enough. And if you don't have the dashboards or KPIs within the system, I think you also have a reason for lack of CRM success. Yeah. I think it's important to use the data correctly. Focus on the goals. Talk about them in meetings and kind of use the system actively. From top down as well. So it's a part of your everyday work. And you can use it to talk about the data, use it in dashboards, competitions and so on. Yeah. So there are many factors to consider when we're talking about CRM success as we saw in the last slide. But this is what we will focus on in today's presentation. So we will focus on the user adoption, the process support and how to link these two business objectives. So how do you get started with this, Philip? Is it just by the CRM system and you're good to go? It can be tempting actually because Superoffice is out of the box. It's easy to start. But I think that you need to do the software your own. So you need to look at your processes and get them inside the Superoffice CRM solution. And then you need to link them to the objectives that we discussed also earlier. So you can track the right KPIs and see that you are actually doing what you set up in your processes. I say tailor it to support your business. So it's becoming that business critical solution. I think that's the goal. And I actually hear this all the time when we're talking about or talking to customers that CRM is not a mandatory system like ERP for example. That's why it's harder to maintain and ensure that good data quality. But I think and I hope that we all agree that CRM is in many ways a business critical solution. Because it's helping you as a company keeping your most valuable assets, your customers in focus. And as you said, you can start pretty much straight away with when you buy Superoffice. You can add your contacts. You can start saving those customer interactions. And I think we've always said like you should keep it simple and it should be transparent. That way it's easier for users to adopt and work in the solution. Yeah. And there are so many benefits for using an off the shelf software like Superoffice. You get the solution built on 30 years plus of years of CRM experience. But also the cost savings available by sharing the cost of developing new features and functions. As well as running the software in the cloud between thousands of other customers. However, there are also many reasons for customizing software so that it better reflects your particular business needs. And now we're going into the details where you can tailor information via use of the configuration, guides, labels. But also now the new screen designs that we will have a look at. And then you can get automations from CRM scripts, macros and triggers. And also enhancing and optimizing workflows and supporting your unique business needs and goals. Yeah. But I think when we're talking about unique business needs and goals, no two businesses are the same or do they have the same exact problems. And I think your business processes, your goals, they should be supported and visible in your CRM. So that your different teams can collaborate seamlessly and also where the customers truly are at the center. But I think as businesses evolve and your customer needs change, you need to evaluate your processes and continue to adjust the CRM solution to the way you work. Because we need to adapt to new channels, touch points and strategies. And that's actually a strong competitive advantage. So it's not just a set it and forget it type of solution. You need to, it needs a bit of work like in all other relationships. So when we're talking about customizations, it's not just a one off. It's a continuous effort. Yeah. And then you could think, okay, how do I start and what's the benefits of customization? So I think that we need to see that if we have better efficient process support, then it saves time and costs. And that will also improve data quality and reduce user frustration. And then you will automatically get the users in and get increased user adoptions. Because you simplify the task and get automations for the user, right? So it gets more fun, more easy. You don't need to work harder. You work smarter in your daily work. And then you will get the competitive advantage. Improving customer engagement, satisfaction levels from your customers. And then resulting in acquiring more customers and retaining more customers. So I think that's the benefits of customization. Yeah. But usually when we talk about customizations, people think it's too difficult. It's too expensive. But this is possible and it's made so much easier because of new technology like we're talking about today with the low code, no code. And this is also a strategic vision of our R&D department. Yeah. And this is a quote from our CPO, Guttorm Nilsen. And he says that sustainability focuses on meeting the needs of the present without compromising the future. So it's very important when we are talking about customizations of a business critical system like our own CRM solution, it can't be too complex to maintain or to make changes. As your business grows, you need to change your way of work and the tools you use. And the CRM solutions that cannot change quickly will become outdated and hinder the way you work. Not to mention the cost involved if you need to bring in experts to update or make new customizations before upgrading the system. So it's all about sustainability here as well. Yeah. And when we're talking about low code, no code as their name states, they required little or no involvement from software developers. So it's easy for the everyday user to use visual interfaces, drag and drop menus and other solutions to create and change and customize applications. And this makes it easier to... You need less time to define, to test, to implement, and you get less complexity. Also, it's less maintenance like you mentioned in terms of the sustainability part. And you can also iterate. If something doesn't work, it's easier to make those changes and improve a specific area and deploy as you need it. Yeah. So how do you do this in super office? I think that with our sustainability customization strategy, we want you customers to maintain and develop your own CRM solution as much as possible. So it's no wonder that we are keeping investing in our no code and low code options, making them stronger and more flexible as recent technologies allow us to do so. Yeah. So let's take a look at some different types of customizations in some slides. And then later on we will demo how to set up some of the examples using the no code, local tools in super office. So when we're talking about customizations, we have different set of tools and types of customizations. On the first level, we can make changes with configuration settings and preferences. And this is done in the admin client inside the solution. And these are available to everyone using super office as long as you have admin rights. So this can mean adding or changing lists, fields. We can add document templates. We can change simple user preferences. We can change labels. We can add project or sales guides, etc. Yeah. And also within the product, we have more tools. We have scripts, we have macros, we have the screen designer. And here we can extend the super office functionality with automation and workflows using these CRM scripts and macros. And with the screen designer, we can customize screens and layouts. And all of these customizations are done in super office. But usually you need to know a little bit more than just set a simple configuration for a setting in admin. But it's still the cost of ownership is still low to medium. If you're also using the cloud version of super office, you can use standard apps from our app store. We have like Sapir, for example, to in a standard way connect super office to other system for enable to automate your processes. But alternatively, if you can't find a standard app, there are possibilities within our API and our APIs where you can develop your own integrations and applications that works together with super office. And all customizations created with these tools are automatically deployed and operated on the platform ensuring your customizations are sustainable and robust over time. But here we have a cost of ownership that is a little bit higher here, medium to higher. And we're focusing on the easier low code, no code options today. So let's see some different types of examples or customizations in super office that will help you to save time. And we'll make it more productive. Yeah. So this is the examples of no code, low code that we have in super office. Yeah, so these are the standard based no code configuration. So 80% of this is just configuration. And they have a small part here, 20% maybe low code. That's what we call scripting here. So first we talk about configuration. Here we add fields, we change labels and that kind of thing. And when we've done that, we have the new screen designer when we can adjust screens. So we can design the relevant fields are available and also adjust the layout. And then the macros, they can be rule based actions to improve productivity. And then scripts, it's a high level programming languages to allowing you to customize even further. We have some examples of that as well. And then we have the standard apps. You know, in the ecosystem there's a lot of already made customizations like outlook synchronizer or calendar of calendar or integration to ERP. Yeah. And if you cannot find the standard app, you have the custom app, for instance, to integrate to internal systems. Yeah. So let's start by talking about the configuration part, but this is the easy part we can start with that. This is for everyone that has admin rights, you can set up and change this. And we actually meet so many companies who do not use this actively. Maybe they did when they first started and set up their solution. But these lists are so easy to change and maintain and adapt. And it's the easiest form for customizations. And the profits contains many default lists such as customer categories, business types, activity types, sales types, and many more. So if you want to change default lists to fit your company jargon and processes, you can easily edit these lists. And the solution is designed to fit the activity types for most businesses, but some might want to create their own. So depending on the type of business your company is in, you can tailor the system to meet your needs. So for example, you can customize all the main categories to reflect your types of activities. You can add new, you can deactivate those that are not necessary, or you can also edit existing ones. And some of the lists are more common to make changes on. For example, category, business, company, and contact interests. And we also have document templates. But you can configure the list to make it the way you work. We can also customize subscription types, privacy lists, and request tags. There's many different types of lists that we can edit in supreface. And then we have user defined fields. And like we've talked about before, it's all companies and organizations have their own requirements for the information they need to register. So this could be for customers, it could be sales, projects, contracts, and so on. And as an administrator, you can add your own fields. You can add extra fields to all modules. If it's sales, marketing, it can be a project. And you can also decide what content of the field should be. So it doesn't matter if it's free text, a date, it can be a preset value. It's all possible. So for example, by customizing your CRM, you can use find and the selection feature to segment your data based on your own value send fields. So if the follow-ups and actions in your CRM system reflects your sales process, then you can create more accurate sales reports. And like you see here in this example, we've added a field last service control. So we can level up by doing even more. We can, based on this field, we can merge this data into documents and emails using template variables. We can create automatic follow-ups, like booking a new service control activity in six months. Or we can just use it as specific information for the service team, like creating different layouts based on the type of data we want to display to the different teams. But then we're talking about doing some more customizations in the layouts. Yeah, because now when you have customized your fields now and your lists in Superoffice, and the next step is to configure the layout. And here you see the screen designer that we introduced in version Superoffice 10. And it lets you configure the layout of the company card, the contact screen, and also sale and project screens. And then you can fit your information needs and workflows even better. For example, you can create different layouts to match the needs of different teams and user groups in your company. So I really like the configurable screens. And you can add new fields. You can position fields where you want. You can hide the fields that you don't use. You can make custom fields easy to access. And you can also create and adjust archives, you know, the tabs that are underneath the main card. And different screens layouts can be used differently for different user groups. And also you can reduce the information noise. If you have a lot of users, a lot of teams, then there can be a lot of information in the system. So you can reduce the noise and help users find information easily and stay focused on what matters the most. So I think that that can increase user adoption by catering to specific needs of your team. So here we see an actual example when we have used the screen designer to reduce the noise. We see a company card. And you know that if you work a lot with customers you will get an activity tab filled with information. And here is an example where we have highlighted some very important sale documents. Here's a subscription agreement that is highlighted and just the special types of documents will land on this tab. So it's a good example how you can reduce the noise and easy find a very important type of documents. Yeah, I think also you can, like if you have signed agreements that specific type can then be shown just in this tab, right? So you can add different information needs in different tabs. Like you said, the activity, it has all of the interactions. But this is a great way to show that what's important to me as a salesperson for example. Yeah. And then we can use the screen designer on different entities. Here we do it on projects. And here we see that we have a certain type. We have the advanced project added. And then we will highlight some fields that is very important. So in this case, we need to have a product owner, we need to have a product manager, we will have a budget and other fields you need for these kinds of projects. And this works the same way for sale and sales types. So you can also use this for example when you have a sale to a new customer will trigger some fields, but a sale to an existing customer probably asks for less fields for instance. Yes. And then we will move on to some little bit more advanced because what you see with the screen designer is typically what we talk about when we're talking about no code or low code. Macros is also a way to improve productivity and reduce manual tasks through customizations. It's a step up from the screen designer because it's a little bit less visual you need to understand where the data is and the behavior of the profits. But it is a user friendly version of CRAM scripts. So you're able to customize and automate actions inside the profits with an easy to use wizard so that will help you set up your macros. So like you see here in this example it's a step-by-step example. Sorry, step-by-step wizard. And it's a set of predefined actions executed in a specific order. So you don't need extensive knowledge about scripting to create macros, but again, you need some knowledge of how Superfist behaves and where to find that data. So there's a number of functions in Superfist where you can use macros. They can be linked to specific triggers in the system such as escalations or new message on a request in Superfist service. It can be assigned to buttons in defined screens so that users can click a button to perform a set of actions that are often repeated. And this also makes user work faster and they avoid unnecessary clicking. Yeah, and now we'll see an example and this is actually one of my favorite features that you have. Here is also a sneak peek of our new request management solution Merge in Core CRM. But what we show here is also available in the current version. But instead of typing some information here, update status, we can do everything with two clicks here. So under the task button, we have a choice here that says move to invoice department. So what we're going to do here is that we will change the category to finance. We will update the status and we will also get back to the customer with some information so that we have seen his question but that we are currently processing it. So just two clicks and then you will get all the updates. The status is updated. We have get some more messages here in the request that you see. Yeah, category now is administration finance because this was a finance question. And here we see that we have an internal note and a comment that this has been moved by us and also a reply back to the customers that we're still processing this so they receive something back from us. So here is... I think that it's just your imagination here and your daily work that sets the limitations. So if you can figure out this, I think it's really fun to do. Yeah, and it saves a lot of time as well. It makes it more fun to work with when you don't have to do many, many manual clicks. So NCRM script is a feature that allows you to automate tasks in or modify the behavior of superfaces as well but it is a script that is a little bit more technical. It's a small program written to perform specific tasks and it requires programming skills to set up in comparison to macros, for example. So this is something consultants or our partners can help you with. But here are some examples of what you can do with CRM script. You can customize your workflows and automate. For example, you can use scripts in service by setting up if this, then that workflows to optimize your processes. You can also validate input. So if you want to make sure that users are familiar with the correct data, even in user-defined fields that we talked about earlier, we can block a save if essential fields haven't been filled out. For example, do not save company if VAT number is missing. And we can also dynamically update content and we can run a code in response to certain events on a website, like what should happen when a new ticket is registered or a sale is confirmed. And these scripts can run based on triggers, like a certain event in the system will trigger one or more predefined actions. Or they can also be scheduled at specific times. So this is just an example of a script, but we're using a triggered dialogue. So this is a way to interact with users through or displaying a dialogue box and acting on a response. And this also actually works in our app, Mobile Serum 2. Can you move? I will just hit play. I think you can talk over. Yeah, that's fine. So here we listen to what happens in Super Office. And it's actually that the sale here is set to sold. And then we add some reasons here. And then when we press save here, we will trigger a dialogue and said that will we celebrate this and add this to a team space. And then this is the actual trigger dialogue when you can act on responses. So here you can say, no, we don't want to celebrate this. Or of course, yes, let the world know about this or trigger this to another system. And this is what we're discussing here. So it's both a trigger and it's also a dialogue and then the dialogue and the answer will take you even further. So here you can really set up a workflow or a process. Yeah, and we actually have another example of how we're doing this in Super Office. Yeah, I actually discussed customizations with our support team recently and they mentioned this to me that they used to you know, support team, they work a lot with team viewer to see our customers' behavior on screen and guide them through the software. But daily they were doing some manual tasks sending out information, logging in to team viewer to get the right link and then send it back to the customer. So it was quite a few steps and it took almost one minute to do this. So they actually said, can't we just use this action button here and say that when we press the team viewer remote we will talk to team viewer software, get the link, send it to the customer and start the meeting. So I think that that takes now two seconds to do and before it took almost one minute so it was a huge time saver for our support team. Absolutely. It's a great example actually of what's possible with using scripts. Yeah, definitely. And then I also reached out to one of our customers and this is a quote from him. He said that the strong customization capabilities was one of the main reasons why we choose SuperOffice. It's from Thomas Walker-Wall at Martinsons and I also said can you share some examples that you do within your company? And he showed me really simple but useful customization and here we see that we have a sale date and we have a stage and they were really interested in following up after a certain stage. So here the stage is present offer and then when it's added in that stage they have presented the offer and then automatically a follow-up should be entered after 14 days so that you could always check back to the customer what they thought about the presented offer. So it's an easy yet very clever customization that they did. So it's registering an activity 14 days ahead so that you get that reminder. It's an easy one but it's still a very powerful customization that will help you get, I'm guessing more happy prospects as a customer. Get on top of your activities. And there's one more thing, you've actually added some trigger dialogues as well, right? Yeah, it's also, they check some... You cannot actually set a sale to sold if there aren't signed agreement from the e-signature solution. So you need to have the contract signed in order to set the stage to sold. So validating the... That was another one. And then I'm guessing as we talked about you can also show this in a separate tab, right? If you have one for sales documents in particular. And then I think the final one that deserves to mention is the App Store because you do have a lot of ready-made apps that will help you extend functionality and discover new possibilities with the cloud version of Super Office. So we have over 120 apps in our App Store and these will help you to increase your productivity, customize your service solution and in general just offer a better online experience. There's a lot of apps and we keep adding new ones. So it's a tip to take a look at the App Store and browse the different apps that we have. They're also separate or different categories. So it's easy to browse. So now, next up is let's dive into the product and actually see how you can tailor Super Office with the no-code options that we have. We will add some new fields. We can also add a new archive and change the layout a little bit. And I think we will try to add a macro as well. Exciting. In this demo, I will show you some examples on how you can adjust your serum to support your business processes. Super Office serum can be used out of the box so it's easier to get started and it comes with some set of standard fields and lists like for example category, we have business and you can also fit three customized fields on the first page like this one. And if you want more, then you can add them to the More tab. And we also have different tabs here with contacts, projects, activities and so on. And on activities, for example, we have different activity types and documents and these are also lists in Super Office that we can change easily. And all companies and organizations have their own requirements for the information they need to register. And we in Super Office, we want customers to be able to maintain and develop their own serum solution as much as possible. So now I will show you some ways you can take advantage of the low-code and no-code features in Super Office to easily tailor it to fit your specific needs. So what we will do today is we will add some more fields. We will add a new list. We will customize an archive and we will also change the layout for different teams. And at the end, we will also add a macro to perform a set of actions that are often repeated. This makes users work faster and they avoid unnecessary clicking. So let's go to settings and maintenance. And here we will start by adding some new fields. And these are some that you saw on the More tab on the company card. We can also add it to the contact card, project, sale, follow-up or document. But let's start by adding some to the company card. Now let's start by adding a field with discount. We can change the type of field. Let's save this one. We also want to add a field with a date showing when a customer has bought and become a VIP customer. And we will also add the discount field to the sales screen. Now we can add some more lists. So we want to see when a customer has signed a VIP contract. And also we want to plan some VIP onboarding activities. So let's start with a template. We'll find this under lists. And here we have a proposal for our premium service. And then we will add a new one called signed contract for premium. And we will also add a new activity type. So now that we've added some new lists and fields, we're going to customize specific layouts and screens for specific types of users. So let's move on to the screen designer. Here we can make changes to the specific screens in Superoffice. So here we can make changes on the company card, the contact, sale, project and request. And we can also make changes to the archives. And we will do both. So here we have made layouts for specific user groups or teams. So we have a default layout. We have one for customer service. So here we can see the fields change. We have NPS score, last service control and onboarded. And we have for sales. So here we have the one we saw before, the number of employees. And we also have a button linking to the LinkedIn profile of the company. So in this example, we want to continue customizing for the sales team. And we want to add the company discount and the VIP fields that we added before. So here we can use the visual editor to design the layout that we want for the specific teams. So we can use this visual screen designer to drag and drop and rearrange the layouts that we want. So for example, we can remove certain fields that are not necessary for a sales team. We can add new ones or we can move them around in different tabs. So let's add the discount field and the VIP customer since. And we will add that to the more tab and then we will save and publish. So these changes will only be for the sales team. The customer service team will still have their own layout. In addition, we want to make some changes to the archive. So we want to add a specific tab for sales documents. And this will only be available to the sales team. We can also add finance department and administration, for example. Press OK. Then we will edit the layout. We will add a new tab called sales documents. And we want to filter specific content. So we want to see only documents with the type proposals, sign contracts, quotes and premium contract. And then save. So now we have a separate archive just for specific sales documents. We'll also do some changes to the sales card or sales screen. Let's go to sale. Go back to main cards. So here we can also add some different layouts. Maybe we want to customize this to the sales team that only works with new customers and prospects. We can edit this layout. So here we will add a new tab specifically for the new best sales team so that the sales rep can add their comments and their plan on how to close the sale. And we will keep it at two columns. Call it close plan. And then we will add a grid. And we can change this to two columns. Six rows. So now we'll add some of these fields that I have prepared and add them to the grid. I will add reason to buy. Main risk for deal not to happen. If we have the budget secured any comments to that. If we have access to the one that signs and also who will sign from the customer side. Okay. And then I will save and publish. So now we have a separate tab where the sales reps can fill out more information regarding how they plan to close the sale. And the final thing that we will take a look at is a macro before we go back to super office and see all of the changes that we have done so far. Now macros are a little bit more complicated but I want to show you what's possible even without technical or programming skills. So let's go to serum script. So from here we can add a new macro and connect it to a button or a menu in super office and then manually trigger it from there. Or we can add a trigger so that the macro starts when something happens in super office. And here we have different triggers to choose from. We have requests if they're changed. We have chats or we can do things before or after a save in serum. And in this example we want to focus on the premium contract. So when the signed contract is archived into super office certain things will be updated on the company card and we will also create an onboarding activity. So here I've already set up a trigger based on after saving document that we want to change a company. So if we have the document type signed premium contract and it's completed. Then we want to update a company with a new category VIP customer and we will also update the date. Then we want to create an onboarding activity. So we add the VIP onboarding type. We add a title. We add the owner. And we'll set 14 days from now with a time and a duration. And then we also want to give a confirmation to the user that the customer card has been updated. And if you want to edit or add more steps then you can add it here. So here you can see we have different options. So you can build this step by step in this wizard. So now let's go back to SuperFest and see the different changes and customizations that we've made. On the More tab we have the new VIP customer sins and the discount. And we have the sales related documents in a new archive tab. Then we can move to Sales and find an open opportunity. So as you see here we have a discount field which we can update manually or we can connect it to an ERP or another and then we have the new tab with the close plan. So we can add our comments, check the boxes and add more information on how we plan to close the sale. And now let's test the macro. Let's say that we've got a signed copy in return from John Smith that we want to archive into SuperFest. So we will create a new document and here we can add a title and we choose the signed premium contract. And in this case we have a local copy but this can also be archived from an email or we can connect it to a digital signature system and archive it that way. But remember that we had to set it to complete. So let's open the document again set it to complete and save. So now we get the message congratulations on your premium service sale. The company has been updated and a VIP onboarding has been created 14 days from now. So let's check the company card. Here we can now see that the category has been changed to VIP customer and on the more tab we have VIP customers since and a new date. And we also have a new activity created, a VIP onboarding that's 14 days from now. Now there's many ways we can use this type of data. We can use it in document templates or we can add dashboards. So here I've made one for the sales team. So here you can see the upcoming VIP onboarding sessions. So this is just one example. We can also use them in selections. We can reuse the data in email templates. There are many, many possibilities. And this is a great way of using and visualizing the data that you've customized and some examples of how you can make the CRM system support your workflows and processes and again help your teams be more productive and unique customer experiences. Okay, so that was the demo. I hope you got some inspiration from that. But I also wanted to ask you, Philip you've been in the game for a long time and you've talked to a lot of customers seen a lot of solutions. Do you have some tips to our customers on how to get started with this customization? Yes, definitely. I think that first you need to understand and know super-office a little bit better so that you understand the capabilities and the building configurations and I think this webinar is a good example how to do that. And there are also a lot of other resources in our community, help file and also all the great people of super-office that you can talk to. So understanding get to know the super-office product a little bit better. That's a really good start. And when you do that you will get some ideas and then it's time to define your needs and outline your requirements. What is important to you? Like we saw in these examples what's important for the supporting, what's important for the sales team and so on. And then you can also seek advice because maybe like you told us there's already an app doing this. Maybe show something on a map or an integration to systems that already is done. And then you're all set, right? But otherwise after you you come a bit more ahead and done some configurations to support your team it's important to revisit them. So you check back is this still a good way of doing it? Are you reaching your goals? Why you actually did this? So that you continuously revisiting them. And then when you do that I think that you can fine-tune processes and achieve even more results. You will get even more ideas work even smarter. And then the last bullet point here is that you need to have someone or a group of CRM ambassador that document why you do this what's the reason behind it so that you can also follow up on this. So appoint someone that's responsible and document the changes on what you're why do you have a field in Superoffice for instance? Why do you use it? Why is it important? I think that's actually a very important point as well to document your changes. We actually have given out a routine guide so that you can make it your own and keep updating it kind of telling the users how to use Superoffice but also why? And why have we added these changes or fields and so on? And I think also we put ambassadors in plural as in a group because if you only have one and that person is sick or quits then all of a sudden no one's owning the CRM system and the processes and then it kind of gets to that point where people kind of start to slack and don't add the good data and maybe the routines and the setup doesn't make any sense anymore. So I think that's important to kind of have a group that's continuously working and improving the system but also document in that change. Yes. Filip, you want to talk about the Yeah, definitely. In Superoffice we have tools to customize yourself so you don't need a consultant for small but important changes if you just log in to the administration client and try it out yourself but also when you buy into Superoffice you also buy into a partnership with people who truly understands business other businesses and we are here to help you maximize the value of the technology and the CRM solution. So don't hesitate to talk to your Superoffice representative your partner our consultants I mean they optimized Superoffice for thousands of customers during the years so they are quite used to the processes and what we can achieve. So you can do a lot yourself but also don't hesitate asking someone who done this before. Absolutely. And I think also like we mentioned you can just log into your admin and get started and I think you can start by customizing to your needs and those options that are available in the settings and maintenance modules in Superoffice you only need the admin rights to do that which we talked about the user defined fields we talked about the lists and also using the standard apps and integrations in our App Store. So you don't need any special license to use those tools. However if you need more than what is available out of the box this means customizations like custom screens or configuring the layout with the screen designer for those instances we have an add-on called development tools which is a range of tools and add-ons you can use to create customizations of your Superoffice remit solution. So this is a subscription that will give you the configurable screen capability as well as access to macros scripting and there's a lot of more expand or expander services that we've called it before that you will have access to. So as we've shown in this presentation there are a lot of exciting things that you can do to customize your service solution and as always your Superoffice rep is more than happy to help you with more details regarding development tools and also talk to you about the possibilities. But I think it's important to reiterate this that it's a continuous effort really. You can do one easy customization like lists and fields in Superoffice but just know that you need to revisit it and to have that group I feel it's the best idea. Discuss the needs of the users putting your or linking your KPIs, your business goals and making a CRM strategy is very important and kind of making that into a continuous effort. Do you have any additional comments Philip? Yeah I think that you need to get you need to spend some time during a meeting with your colleagues to discuss this topic how can we do this better are we doing the right things do we have the KPIs in place maybe a dashboard for instance where we can see that we are on the right track so you don't have the daily work in the daily stress and activities taking over so that you need to remind yourself and the team of why you're doing stuff and make sure that it's still the best way. So continue to invest some time and follow up on the goals I think it's really worth it as the journey with the CRM system evolves. Yes So I think that's all we had for today. I hope you all got some inspiration start mapping out your needs, talk to users start documenting and start trying with the options you have available in the solution if you want to discuss how you can take that further, how you can customize maybe with macros or screen designer for example then reach out to us we would be happy to provide you with more information so thank you so much for joining and I hope to see you in an event soon. Bye Thanks