How Teams Are Structured

Each company operates in their own way with their own processes. The most important step to figuring out Contactually is to figure out the team goal. What is it you want to achieve using Contactually?

Choose the situation below that best describes your team:


Your company is an open book.

Everyone has access to everything. No one is responsible for following up with a certain group.


Your company’s contacts are segmented into groups.

Some team members are responsible for certain ‘types’ of customers. TeamMemberA follows up with all of the Leads. TeamMemberB follows up with all Past Clients.


Your company’s contacts are segmented by team member.

Team members are responsible for their own book of business. TeamMemberA must follow up with Leads and Past Clients they’ve worked with. TeamMemberB also must follow up with Leads and Past Clients they’ve worked with.


Your company is an open book

This situation happens when the company is not concerned follow up reminders, but just wants an open database of contact information. If this sounds like your team, here’s how to set up your team buckets.

    • Create a bucket called “All Shared Contacts”. This will be the omni-bucket that will hold *all* the contacts in the system.
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    • You’ll want to give all team members access to the bucket.
    • Also give your team members Editor Access as well as the ability view conversations .
Why did I do this? It is a simple and easy way to get contacts shared with all team members. Team members can even copy contacts into their personal buckets if they want to have follow up reminders for specific people. Those personal buckets do not show up on a contact’s shared record.
Your company’s contacts are segmented into groups

In this situation, some team members are responsible for certain ‘types’ of customers. TeamMemberA follows up with all Leads. TeamMemberB follows up with all Past Clients. If this sounds like your team, here’s how to set up your team buckets.

      • Create buckets that reflect different segments of your customers, for example “Past Clients”.
      • Give access to everyone on your team that needs to see or add contacts to this group.
      • Make sure to add a follow up frequency to whomever is in charge of reaching out to this group of contacts. In this example, Bradley is responsible for reaching out to the Past Clients at a frequency of 30 days.
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If any team member in this bucket communicates with a contact placed in this bucket, it will reset the time threshold for Bradley to follow up. Bradley will only receive prompts on her dashboard to follow up with contacts from this bucket that no one on the team has spoken with in 30 days.

    Follow these steps for the remainder of your contact groups. Here are some examples of how people break out those contacts.

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    Why did I do this? This way everyone can hand off contacts that are not in their ‘domain’. So TeamMemberA can put a contact into the Past Clients bucket and Bradley will know to follow up with them. **This may mean that the team member will get follow up reminders for people they have never spoken to before.**
    Your company’s contacts are segmented by team member

    Some team members are responsible for their own book of business. TeamMemberA must follow up with leads and past clients they’ve worked with. TeamMemberB also must follow up with leads and past clients they’ve worked with. If this sounds like your team, you’ll want to create a team bucket for each of your team members. Directions are listed below:

        • Create a bucket and call it TeamMemberA’s Contacts”.
        • Add everyone on the team to this bucket.
        • Do not put any follow up reminders on this bucket.
        • Then create the next team member’s shared bucket. Repeats steps 1-3 until finished.
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    Your final team bucket list would look something like this:

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    Why did I do this? Everyone on the team will be able to see who is responsible for what contacts. As the team admin, it’s much easier to keep your team accountable if you see all your team member’s contacts in one bucket. While there’s no option to run reports in Contactually, the Insights Tab can show where lack of performance is occurring.
    Why no follow up reminders? Your team member may want to follow up with different groups of people at different time frames. The team member can copy these contacts into their own personal buckets and follow up with the contacts at whatever time frame they see fit.

    EXAMPLE:

    At Contactually there are thousands of customers. All of Susan’s customers are placed in her “Susan’s Customer” team bucket. This gives everyone on the team access to those customers she works with. Susan knows her customers and recognizes that some customers may need more frequent follow ups than others. She, in her personal buckets, has created 3 buckets: Customer Follow up 1 Month, Customer Follow up 3 Months, and Customer Follow up 12 months (and these buckets have corresponding follow up time frames). She can put the contact in BOTH the “Susan’s Contacts” team bucket (so everyone on the team knows this is her contact and sees the conversation history) and in one of her personal “Customer Follow-up X Months” bucket so she gets reminders for that specific contact. She even created a program to automatically bucket her contacts into her shared bucket! To read more about programs, click here.
    Why not create separate team buckets with separate time frames? You can certainly do this, but it may clutter up the account if each team member has 3+ buckets specific to them.
          WHAT’S MY NEXT STEP?

    Learn how to assign contacts to team members.