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Closing Activities (Appointments, Phone Calls, & Tasks)

  • 1.  Closing Activities (Appointments, Phone Calls, & Tasks)

    SILVER CONTRIBUTOR
    Posted Sep 12, 2019 02:22 PM
    Hello!

    This may sound like a crazy question, but are there other organizations out there who have difficulty convincing their sales people that they should close activities? Are there any best practices when it comes to closing activities? Almost all of the appointments entered in Dynamics 365 are still labeled as Scheduled or Open when they happened a month or two ago. Are their easy ways for me to aid the sales team when it comes to closing activities?

    Thank you!

    Mary Lauren

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    Mary Lauren Hughes
    CRM Administrator
    InfoWorks, Inc.
    Nashville, TN
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    Conference-CRMUG_200x200


  • 2.  RE: Closing Activities (Appointments, Phone Calls, & Tasks)

    SILVER CONTRIBUTOR
    Posted Sep 12, 2019 02:40 PM

    Hello Mary,


    You could create a view with all open activities with a date in the past. Then ask your sales team that this view should always be empty.

    If this is not enough, you can have a periodic flow to send an email to sales members that have open activities in the past.

    Carefull, this solution may be a bit irritating for users, but it's a good way to teach them how to do it right and never forget to close activities.

    Another less iritating way to make the close activities is to give them a reason to do it :

    In our CRM, we use activities status and dates to show in a view when was the last action on a particular prospect or opportunity, and when will be the next action. This helps sales people knowing exactly what they should do next... yet, if they don't close activities, their next action is in the past, and they loose this usefull tool.

    Best regards,



    ------------------------------
    Laurent Maneville
    Nmédia
    Drummondville QC
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    Conference-CRMUG_200x200


  • 3.  RE: Closing Activities (Appointments, Phone Calls, & Tasks)

    GOLD CONTRIBUTOR
    Posted 30 days ago
    Similar to Larent- We have activities tied to Sales Goals,(especially for Appointments, or Visit Reports as we renamed them).  Hence they have to close the Activity as Complete in order to roll up into their Goal Metrics and receive credit.  Just a thought.

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    Ron Goetz
    Knowledge Mgr
    SPX FLOW Hydraulic Technologies
    Rockford IL
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    Conference-CRMUG_200x200


  • 4.  RE: Closing Activities (Appointments, Phone Calls, & Tasks)

    Posted Sep 13, 2019 02:14 AM
    You could workflow these to be automatically closed, but I assume you are tracking what activities have actually been completed. I've found the best way is to have sales KPI reporting on closed, open and overdue activities helps get sales people to close them.,

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    James Abraham
    Practice Lead, Dynamics
    Empired
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    Conference-CRMUG_200x200


  • 5.  RE: Closing Activities (Appointments, Phone Calls, & Tasks)

    Posted Sep 13, 2019 09:43 AM

    Hello Mary,

    I can suggest you the possible solutions please use any of them based on your requirement.

    1. If sales reps needs to close the activities, we can send them reminders to sales reps to close the activities which are in past. We can trigger this notifications (emails) when the activities due date past two days.

    2. if the activities are related to entity like opportunities, we can code to close all activities on opportunity status (ex: when opportunity stage moves won or lost).

    Notifications will be best thing you can do so that they will be notified whenever they missed closing an activity.

    Thanks



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    Ram Kiran Yarramasu
    Aha Apps
    Glen Allen VA
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    Conference-CRMUG_200x200


  • 6.  RE: Closing Activities (Appointments, Phone Calls, & Tasks)

    SILVER CONTRIBUTOR
    Posted Sep 13, 2019 11:16 AM
    Our sales team get targeted on appointments made and only completed appointments count towards their actuals.  As the saying goes, "What gets measured, gets done".

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    Luke Sartain
    Dynamics 365 (CE) Developer
    ICS Cool Energy
    Southampton, UK
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    Conference-CRMUG_200x200


  • 7.  RE: Closing Activities (Appointments, Phone Calls, & Tasks)

    SILVER CONTRIBUTOR
    Posted 29 days ago
    Thank you all for your comments and recommendations! I meet with our sales team tomorrow and look forward to our conversation on closing activities.

    Thanks again!

    Mary Lauren

    ------------------------------
    Mary Lauren Hughes
    CRM Administrator
    InfoWorks, Inc.
    Nashville, TN
    ------------------------------

    Conference-CRMUG_200x200


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