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Frequently Answered Questions
Have a question about the Relationals Service?
General QuestionsWhat is Relationals?Relationals is a customer relationship management (CRM) platform that runs as a service on the web. The actual application and data is hosted on a secure remote server to facilitate a low-risk entry point into using the application. It's very similar to if you have ever used web-based email application such as a Yahoo! or Google Mail account. Relationals allows entire sales teams to collaborate and improve sales processes around managing leads, accounts, and contact data, streamline the execution of campaigns, and improve the clarity and consistency of reporting sales information to management teams. Can I access my Relationals data when I am not connected to the Internet?Unfortunately, no. Relationals is only available in an online service. However by installing the CRMSync tool for Microsoft Outlook available from Relationals, you will be able to make edits to contacts, your calendar, and tasks within Outlook while operating in an offline mode and have changes sync when you are back online. In addition, Relationals can sync to Outlook your contacts, calendar and task data to take with you. Do my sales reps have to have laptops to use Relationals?No, sales representatives and any user for that matter do not need to have laptop devices, what is needed is access to the Internet. Is Relationals available on Blackberry, Treo or other mobile web devices?Any mobile web device can access Relationals data by opening your device's web-browser and logging in at https://www.relationals.com/networking/wireless. You will be able to gain access to your Calendar, Leads, Accounts, and Contacts as well as search for information. Can other departments in my company benefit or use Relationals?Yes, other departments including marketing, accounting and support can all benefit from the Relationals application. Why should I purchase Relationals over another CRM solution?Simple, we offer the best online, on demand CRM product available along with a customer support organization that is second to none. Try us for free for 30 days, you won’t be disappointed. Can Relationals track multiple account and lead owners?Yes. Our data model supports one-to-many linking of this type of information. How easy it is to reorganize our territories using Relationals?Territories can be quickly assigned through individuals or creating roles to users. What web browsers do you support?Relationals supports Microsoft Internet Explorer, version 6 or higher, as well as the latest versions of Mozilla FireFox and Netscape Navigator on Windows PCs. On the Mac OS, we support the latest version of Mozilla FireFox. Relationals Service DetailsAfter my company purchases Relationals how soon can we be up and running?You can have a Relationals account set up virtually the same day. However, depending on how much data you have to import, customization needed, and training availability of your staff, it may take a little longer. Typical installation scenarios require 5 days, this includes setup and training. For teams that are also subscribers to data feeds from business information sources, such as Dunn and Bradstreet, Hoovers or Info USA, those feeds need to be active for Relationals to pull from them. How much data can I store in Relationals?Storage varies based on the service plan purchased. For Group Edition each user can have up to 10MB, for Pro Edition 20MB per user, and for Enterprise Edition 25MB per user. Additional storage can be purchased as well. Can I purchase additional storage space if needed? At what price?Yes. Please contact your Relationals Account Executive for pricing. Where is it hosted?Relationals is partnered with RackSpace, a SAS 70 Type II certified web hosting provider that has won many industry awards for technology and customer service. SAS 70 Type II means that an accounting/auditing board has routinely determined the facility has the necessary processes and safeguards in place to protect the assets and data hosted within their environment, sufficiently providing protection from theft, corruption or mishandling. Who does the backups?Our hosting provider maintains nightly backups of the entire database. All critical systems in the data centers are N+1 redundant, including regular audits and tests of all data center systems to ensure readiness and smooth operation. Weekly tests are conducted on all HVAC, UPS, fire-suppression, and generator systems. How secure is it?From a hosting standpoint, we've taken great efforts to ensure that data is secure, segmented, and encrypted. Our hosting partner RackSpace is SAS 70 Type II certified to ensure the best processes. Internally within your organization, there are certainly risks such as giving away your administration login and password, or giving too much control over to someone internally that might damage your data. Security rights can be easily controlled by you to determine what your team can or can't do. If you have specific security needs, our platform can adapt to your needs. How often is the software updated?We average an update almost once a week. For customers who have an immediate need, we can easily execute a change. What happens if the server that the Relationals data is on goes down? Will I be notified by support of an outage?Our hosting provider is contractually obligated to provide 99.999% uptime, including redundant systems, backup power generators, and 24-hour windows for hardware swapping. In addition, we are running multiple servers that are fully mirrored, so an outage might slow down access but not impede your ability to log in, unless you or your hosting provider loses your connection. In the event of a planned service outage for maintenance, you will be notified 48 hours prior to its occurrence. For unplanned outages, you will be notified within 24 hours of its occurrence. Can I receive a backup copy of my data? If yes how often?Regardless of plan, you can manually export your data with tools provided by Relationals. For Enterprise Edition users, you have can enable a weekly export of your data. Training and SupportWhat kind of training does Relationals offer?See the Training Page on this website. Does my company need to have an administrator dedicated to take care of my Relationals data?One benefit to a web-based delivery of our product is that your organization does not need to a hire or assign a Relationals administrator. However, to receive maximum benefit we suggest that your company appoint a lead contact for our support organization to work with and to provide basic support onsite. We have found once an organization has appointed a lead contact or assigned ownership of Relationals than your success using our software increases by 83% What kind of level of support is available?See the Technical Support Page on this website. How do I get support?Just click on the Support link at the right top of every page when you’ve logged into Relationals, add a new support case describe the problem or request that you have. Our helpdesk team will pick the request up and will respond to it within one business day (depending on your support plan). User Access QuestionsCan Relationals’ partners/resellers access data in our Relationals database?Yes. Your resellers or partners can access your Relationals data provide that you grant them access. You can do this by adding them as a user and modifying or limiting their access to only information that you want them to view. Can more than one individual access or modify my data? How will I know if this happens?Only an individual that has been granted access to your manage your role will have the ability to edit your leads, contacts and accounts. If any type of modification is made to one of your leads, contacts or accounts and audit trail will be established/ If a user leaves our company can I simply delete his/her user account?No, deleting a former user would erase all of his or her data. Instead Relationals suggests that you make their account inactive. This can be done by your administrator in the Setup, Administration section of Relationals. Can Relationals provide a self service portal for our customers? How many users can I set up?As many as you want to. Campaigning in RelationalsCan Relationals assist with marketing campaigns?Yes. Relationals has a tab specifically designed for marketing campaigns. These can be telephone (outbound calling) or email (outbound emailing) campaigns. These campaigns have can assist you with tracking productivity, progress and results from both a task completion perspective and revenue booked. How can I target who I want to campaign to?Relationals allows you to segment customers by past purchase history, SIC Code, industry code, or virtually any field or multiple fields and create campaign lists. In addition, you can hand-select specific accounts or leads and group them as a list. Once targets are created, you can automatically create call lists (for a telesales campaign) and schedule them into your reps' calendars, or send mail-merge style emails to your targets. The same targeting criteria can also be saved for future campaigns. This allows you to pinpoint your message to your customers to ensure the best possible chance for success when making a pitch. Does Relationals offer an integrated email marketing solution?Yes. Relationals works in conjunction with email delivery companies like ExactTarget to ensure whitelisted delivery. Can I use Relationals to SPAM?Relationals tracks opt-in / opt-out request to meet can-SPAM rules. How can I create a form on our website to collect leads?From the Setup menu (assuming you have access rights), Relationals provides the HTML required for you to embedded configurable lead capture web forms. I might have a contact in two views that I am planning to campaign to. Will Relationals send two emails to this contact?No. Only one email will be sent to the contact per campaign. Importing/Exporting DataWhat 3rd party applications does Relationals currently interface with or import from?We have provided multiple customers with support for Outlook, Lotus Notes, Act, Goldmine, Mactiv, PBS, SII and AIM. In addition, we can capture any CSV (comma separated values) file and bring it into Relationals. How do I import my existing data?Your existing data can be imported using a Relationals utility. This can be found in the Setup section of Relationals (upper right hand side of your screen), under the Data Management section (right hand side of the screen) click on Import Data. Or as part of your setup and installation our support organization can handle this. Will imported lead data be duplicated?This depends heavily on the data. As long as a unique field is available to use as a merge key (for example Account numbers or Merchant numbers from a business directory service), we will properly merge the data with existing records and reduce duplicated information. Does the calendar integrate with Outlook or Lotus NotesYes. Relationals offers a free CRMSync utility that maintains a connection between your email application and the Relationals CRM. What business systems does Relationals recommend to get a 360˚ view of our accounts?We have seen real value in bringing in data feeds from existing sales databases, billing systems, contract systems, pricing sheets, credit data, and business directories (Info USA, Dunn and Bradstreet, etc.), from both a targeting/prospecting standpoint and developing a perceived one-to-one customer relationship. Can we easily migrate our data from old system to RelationalsIn most cases, yes. However, in some circumstances, for example custom design systems or systems with very poor data, additional data cleansing is recommended before bringing it into Relationals. ReportingAre there any special tools or classes that I need to learn in order to write a report in Relationals?No, as an end user or administrator no special tools or classes are required to learn how to generate a report in Relationals. In addition, reports can be exported to Excel for more extensive calculations. Can we create custom dashboards?Yes. Virtually any numerically driven report can be charted to create a dashboard item. Customizing RelationalsDoes Relationals do account ownership assignment using our territory numbers?Yes. Can we customize Relationals screens?To some extent you can. We ask that you contact the support team for more information to your specific need. If I need a specific or unique field added to Relationals do I need to contact customer support? Or can I modify/add this field on my own?No. Customization can be done through the Setup page by your company’s administrator (provided that you have established one). Can we create new applications using Relationals?To some extent you can. We ask that you contact the support team for more information to your specific need.
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