How to use Projects (formerly Cases) in Capsule CRM

Описание: In this video, we'll show you how to use Projects (formerly Cases) in Capsule. With Projects you can manage your team deliverables and centralize information in one place. There’s a whole variety of ways in which Projects can be implemented with Capsule, let's take a look at some of the benefits of using this versatile feature.

Projects are highly customisable and can be adapted in different ways to suit your processes and workflow within Capsule. We often find they work most effectively when used to help manage different service levels. This can vary from managing and delivering your projects, tracking customer queries or ensuring that any pre or post sale work is clearly tracked and organized in the system. Another common use for Projects is to help manage onboarding new customers after converting a Sale. A Case will help stay on top of this journey and provide a clear overview of my relationship with the customer - from beginning to end...
Here you can see I’ve added some Tags to help break down the different service areas in which Projects have been adapted on the account...
You can also add Tracks to your Projects to help streamline your process and keep users following a linear set of steps which will make sure important Tasks are not overlooked. Adopting these features will help you build Projects to the requirements of the process in which you or your team follow.

If we would like to create a new Case, all we have to do is click here on Add Case… When creating a Case it has to be linked to one primary contact which can be either an Organisation or a Person. You can add extra Contacts to the Case, so you have a clear list of everyone involved if it is relating to a project… Start by giving the Case a name, to help establish what it is for and a description if you would like to add some additional detail...For this example I’m going to create a Case to help me manage the customer onboarding for a new client....
You can also add the relevant Tag or Data Tags to a Case. For this example, we can keep it simple and use an ‘Onboarding Tag’ - this will help us filter our search when we have a lot of Projects over time...
Let’s now add a Track. Here you can see I’ve already created a Customer Onboarding Track within my account. A Track is a series of Tasks related to the Case, to be completed in a specific order, this will save you precious time in the long run. Tracks are really helpful if you always follow the same process for the different workflows that you have. All the Tasks that you need to complete for that Case will be added with just a couple of clicks...we will be able to see them once we Save the Case. Don’t worry if you haven’t had a chance to see what our Tags and Tracks can do to help you, both of these areas are covered separately in our video library...
Custom Fields can be added to your Projects too, helping you to capture and easily view specific information that is important to your business. For example you may want to record customer specific details or information relating to internal processes such as the priority rating of a project. Here you can see some Custom Fields that we’ve already created. For an overview on Custom Fields please also make sure to check out our dedicated video on this area!

Once I’m happy with all the details I’ve entered, I click Save and I’ve now added a new Case. Once created, the Case will appear with an open status, like so. We can now clearly see the Track that we have applied to our Case, providing us with the Tasks that we need to action - along with the relevant dates for completion. We can also log activity within our Case, such as a phone call or a note that may be relevant. Here I can also add additional Tasks that may need actioned outside of our Track... I can also now attach any documentation that might be relevant such as a contract or any details relating to a project which may need to be referred to a later stage. Although the example here is for customer onboarding, Projects are highly adaptable and can be used in a variety of different ways such as an area for managing events, projects or your marketing activities. As you can see here the Case itself will provide us with clear visibility on what work has been done and what future activity still needs to be actioned - helping me stay on top of the customer relationship along with the service that I’m providing.

A handy feature is that all Projects have their own individual drop box address, located here on the actions menu... You can also use the copy button located here next to log activity to help action this. With this you can bcc this drop box address on any email you send relating to the Case and it will be stored within the Case itself, giving a clear overview of the activity that is being logged for the work being completed.