Upswing CRM, LLC

Frequently Asked Questions

Account

• If I or my firm cancels the Upswing account what happens to our data?

  If you decide to cancel your Upswing account you can always export your data from Upswing. Your data will be available to export for one month from the date of your cancellation request.

• Where is my data stored?

  Upswing's servers are hosted and managed by Rackspace, a leading, well-known hosting provider. Rackspace has world-class data centers and best-in-class engineering and security standards in the areas
  of physical security, precision monitored hosting environments,
  redundant, enterprise-class routing and certified security teams and
  network technicians.

• Can I upgrade, downgrade or cancel my account at anytime?

  Yes. Simply click on the “Account” tab inside of Upswing and you can upgrade, downgrade, and cancel your account at anytime, free of charge.

• What is "SSL" security?

  SSL, short for Secure Sockets Layer, encrypts all of your data for security purposes between Upswing and your web browser. All of Upswing's CRM service plans use SSL.

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Contacts

• What are contacts?

  Contacts are your relationships with people, and they can be further categorized (into propects, clients, leads, for instance) and/or tagged (golfer). In the contact section, Upswing allows you to store detailed company, household and other contact data. You can create a customizable contact database from scratch or import your contacts from existing programs, such as Outlook, ACT or Goldmine.
  
  For each contact you can record notes, activities, special dates, tags, files, and investment accounts. Additionally, each contact record can store financial and personal interests such as risk tolerance, favorites, investments and hobbies.

• How do I delete a contact record?

  1. Go to the contacts page.

  2. Click on the contact name.

  3. Select the "Edit this contact" link.

  4. On the right, select the "Delete" link.

  5. Confirm that you would like to delete the contact record, and click on the "OK" button.

• What information do I need to create a contact record?

  The only field that's mandatory in a contact record is the
  first name; all of the other information is optional. Similarly, to
  create a company or household record, you need only the name of the company or household.
  You can always go back and enter more information by editing the
  contact record.

• How do I edit a contact record?

  1. Go to the contacts page.

  2. Click on the contact name.

  3. Select the "Edit this contact" link on a given contact page.

  4. Make your changes and click on the "Save this contact" button.

• See all questions and answers related to Contacts

Importing-Exporting

• How do I export a list of my contacts?

  Inside of the contacts page on the Import/Export panel, click on Export.

• How do I export my contacts from Outlook into an excel format?

  Step 1: In Outlook click on File -> 'Import and Export...'

   

  

   

  Step 2: Select 'Export to a file'

   

  

   

  Step 3: Select 'Comma Seperated Values' as the file type. Note: We do not except import from Excel format.

   

  

   

  Step 4: Select 'Contacts'

   

  

   

  Step 5: Choose where you would like to save the export to on your local machine.

   

  

   

  Step 6: Confirm export and click 'Finish'

   

  

   

  Step 7: Now that you have succsefully exported your contacts from Outlook, you can now upload them into Upswing by navigating to the Contacts module inside of Upswing CRM.

  

  
  Step 8:Inside the contacts module click on 'Import' on the right side inside of the Import / Export panel.

   

  

   

  Step 9: On the import page click on the select 'Import from Outlook' link.

   

   

   

   

   

• How do I export my contacts from ACT! and import them into Upswing?

  Step 1: Open the ACT! database that contains the contacts you want to export. If you do not want to export the entire database, perform a lookup of the contacts that you want to export.

  
  

   

  Step 2: Choose the File menu and click Export.

  
  

   

  Step 3: In the File type list box, choose Text - Delimited.

   

  

   

  Step 4: Click the browse button next to Filename and Location. The Save As dialog bax appears. Type a file name in the File Name box and click Next.

  

   

  Step 5: Specify the record types for your export. Choose Contact Records as the kind of records to export and export All records. Click the Next button.

  

   

  Step 6: Choose Comma from the Select field seperator and make sure you check off 'Yes, export field names" checkbox.

  

  Step 7: Select the contact fields for export and click Next.

  

   

  Step 8: When the summary screen appear, click Finsish and the export be complete.

   

  

   

  Step 9: Now that you have succsefully exported your contacts from ACT!, you
  can now upload them into Upswing by navigating to the Contacts module
  inside of Upswing CRM.

  

   

  Step 10: Inside the contacts module click on 'Import' on the right side inside of the Import / Export panel.

  

• Can I roll back my contacts from an import?

  After an import, if you see that your contacts haven't been imported cleanly, you can roll them back at anytime.To roll back your contacts from an import:

   1. Click on the 'Adminstration' link in the top of your account

   2. Inside of the 'Adminstration Settings' page click on the 'Import History' link.

   3. Inside of the 'Import History' page check off the 'Import File Name' that you want to roll back and click on the button 'Roll back.

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Reports

• How do I view all of my reports?

  You can view all of your reports by going to the "reports" tab.

• How do I create a report?

  To create a report:

  1. Select the report type from the 'Report type' drop down.

  2. Enter in the Report name. 

  3. Add filters.

  4. Select from the 'Available columns' the columns to display in the report.

  5. Click 'Save'.

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Contact tags and types

• What are tags?

  Tags are descriptive words that you can assign to a contact record (a person) in Upswing. Tags are like keywords but non-hierarchical. You can assign up to XXX tags to a contact and easily rename or delete them later. Tagging contact names can be a lot easier and more flexible than foisting your contact names into preconceived types.

  For example, you can tag a contact record with "golfer" or "401k." Later, when looking for contacts with these assigned words, all you have to do is click on the tag. Also think of tags as a way to group your contact records, beyond types. 

• How can I find my contacts by tags?

  1. Go to the contacts homepage

  2. From the Tags menu on the right, select the tag name that you woud like to search by.

• How do tag a contact record?

  1. Search and find the contact from your contacts homepage.

  2. Click on the contact name.

  3. Select the "Edit tags" link.

  4. From the "Add tags" drop down select the tag you would like to add for the contact record.

  5. When your done editing click on the "Done editing" link. 

• Can I add multiple tag to a contact record?

  Yes, you can add as many tags as you would like to a contact record.

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Dashboard

• What is the dashbaord?

  The Dashboard is like your Upswing homepage. It provides you with a snapshot view of what’s going on in the firms pipeline. Tasks, events, special dates, and recent activity allow you and your firm to stay on top of what’s going on, so that nothing ever falls through the cracks ever again.

• What is "Top 10 contacts by # of referrals"?

  "Top 10 contacts by # of referrals" allows you to track the contacts that are passing you the most referrals. When you know who is passing you more referrals you probably want to take extra care of these contacts.

• What are special dates?

  Special dates (e.g. birthdays, weddding anniversaries etc.) are dates that you have entered into a contact record that display upcoming on your dashboard.

• See all questions and answers related to Dashboard

Calendar

• How do I add an event to the calendar?

  You can add events a few ways on your calendar:

  1. Go to the calendar page.

  2. Click on the day and time of the event.

  3. Add event details.

  4. Click on the "Save this event" button.

  or

  1. Go to the calendar page.

  2. Click on the "Add an event" button.

  3. Enter event details.

  4. Click on the "Save this even" button.

• How do I add an event to another users calendar?

  Adding events to another users calendar is quick and easy. Here's how:

  1. Go to the Calendar page.

  2. Click on the day and time of the event.

  3. Select another users calendar from the calendar drop down.

  4. Click save this event. 

• How do I view another users calendar?

  Within Upswing's calendar it's easy to view other users calendars. Here's how:

  1. Go to the calendar page.

  2. From the calendar panel on the right side, check off the names of the calendars you want to view inside of the calendar.

• How do I add an events that recur daily, monthly, yearly etc.?

  Adding events that recurr on your calendar is quick and easy. Here's how:

  1. Go to the calendar page.

  2. Click on 'Add an event'.

  3. Select from the 'Repeats' drop down, daily, weekly, monthly, or yearly.

  4. Select the criteria for the option specified and click 'Save this event'

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Tasks

• How do I add a task?

  Adding a task is quick and easy. Her's how:

  1. Go to the tasks page.

  2. Fill in the details of the task.

  3. Click 'Save this task'

• Can I associate a task to a contact from the database?

  Yes, you sure can. On the tasks page, you can search and select a contact from the 'Related to:' search box to associate to the task. Additionally, inside of a contact page you can click on the 'Add a task' button for the contact. Whenever a user adds a task for a contact and the task gets completed, the task will log inside of the contacts activity history.

• Can I assign a task to another user within company?

  Of course. When adding a task, select another user to assign the task to from the 'Assigned to' drop down. When you assign a task to another user, that user will recieve an email notifying them that you have assigned the task to them.

• Can I sort tasks by a particular user?

  You sure can. To sort tasks assigned to other users, select from the user drop down at the top of the tasks page a user from the company. Once selected a list of related tasks will show in the data grid below.

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Files

• How do I upload a file into Upswing?

  Uploading files into Upswing is quick and easy. Here's how:

  1. Go the files page.

  2. Click on "Upload file".

  3. Click on browse.

  4. Click "Upload" 

• Can I upload multiple files at the same time?

  Yes, you sure can. When uploading a file, click on the 'Add another file' link. You can upload in this batch format up to 5 files.

• How do I upload a new version of the same file?

  Within Upswing you can upload new versions of files easily. Here's how:

  1. Go to the files page.

  2. Pick the file you want to upload a new version for and click on the 'Upload new version' link.

  3. Browse and click Upload.

• Can I sort files by categories?

  Sorting files by categories is quick and easy. On the files tab, from the categories side panel, click on the category you want to sort by.

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Opportunities

• What is an opportunity?

  Opportunities are any pending deals that you want to track in Upswing. An opportunity could be a College Planning Package, a Retirement Plan, or a 401k you are working on for a company. Upswing’s opportunities allow you and your team to manage the sales pipeline from start to close.

• How do I add an opportunity?

  Adding opportunities is quick and easy. Here's how:

  1. Go to the opportunities page.

  2. Click on 'Add an opportunity'

  3. Fill in the details and click 'Save this opportunit'

• How do I delete an opportunity?

  Deleting opportunities is quick and easy. Here's how:

  1. Go to the opportunities page.

  2. Select the opportunity.

  3. Click on the 'Edit' link.

  4. Click on 'Delete'.

• Can I add a note, task or milestone for an opportunity?

  You sure can. Inside of an opportunity page, you can enter a note, Add a task, or Add an event.

• See all questions and answers related to Opportunities

Projects

• What is a project?

  Projects help keep everything together. Upswing’s projects allow you to quickly and easily collaborate on your internal company and contact projects. You and your team can easily track tasks, events, and milestones for projects so that nothing ever falls through the cracks.

• How do I create a project?

  Creating a project is quick and easy. Here's how:

  1. Go to the projects tab.

  2. Click on 'Create a project'

  3. Fill in the details for the project and click 'Save this project'

• How do I delete a project?

  Deleting projects is quick and easy. Here's how:

  1. Go to the projects tab.

  2. Select the project.

  3. Click on the 'Edit' link.

  4. Click on 'Delete'.

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Workgroups

• What are workgroups?

  Worksgroups are users that you can group together for permissions. In Upswing if you create a workgroup you have the ability to share contacts, events, tasks, projects etc. with your specified workgroup.

  Some examples of workgroups for financial advisory firms could be 'Financial Advisors' or 'Assistants'.

• How do I create a workgroup?

  To create a workgroup:

  1. Navigate to the workgroup section inside of Upswing by clicking on the Workgroups link in the top right of the application.

  2. In the workgroup panel on the right side of the page, enter in the workgroup name and click on the 'Create this workgroup'.

  3. Search for and select the users to add to the workgroup and click 'Save this workgroup'. 

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Users

• What is an account Admin?

  An account Admin has the ability to create new users and to delete or
  edit existing users.  Account Admins also have access to the Customize
  tabs, fields, and import. An Upswing user without Admin rights does not have
  these permissions, but can be upgraded to Admin status at any time by
  an account Admin, via the Users link.

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Integrations

• How do I enable Albridge integrations?

  1. In the top right corner of Upswing click on the 'Settings' link

  2. Inside of the 'Settings' page, click on the 'Integration Settings' link

  3. Click on 'Change status' link.

  4. Check off 'Enable Albridge' checkbox, enter in your user id and click on the 'Save Settings' button.

• How do I enable MoneyGuidePro integrations?

  1. In the top right corner of Upswing click on the 'Settings' link

  2. Inside of the 'Settings' page, click on the 'Integration Settings' link

  3. Click on 'Change status' link.

  4. Check off 'Enable MoneyGuidePro' checkbox, enter in your institution id and click on the 'Save Settings' button.

• How do I enable LaserApp integrations?

  1. In the top right corner of Upswing click on the 'Settings' link

  2. Inside of the 'Settings' page, click on the 'Integration Settings' link

  3. Click on 'Change status' link.

  4. Check off 'Enable LaserApp' checkbox, and click on the 'Save Settings' button.

• How do I enable QuikForms integrations?

  1. In the top right corner of Upswing click on the 'Settings' link

  2. Inside of the 'Settings' page, click on the 'Integration Settings' link

  3. Click on 'Change status' link.

  4. Check off 'Enable Quikforms' checkbox, and click on the 'Save Settings' button.

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General

• How do I conduct a mail merge?

  You can export your contacts from a report into a CSV file. Then you can import the CSV file into Word (or another program you use) to do the mail merge.

  Click
  on the Reports tab and click the report you want. Then look for the "Export" buttons above the data grid.

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Action Templates

• What is an action template?

  Action templates
  are groups of sequential tasks and events that can be applied to
  projects and opportunities. An example of an action template could be a
  'New client process' or a 'Prospect Process'.

  SAMPLE PROSPECT PROCESS

  Step 1: Task: Mail the prospect your brochure and financial planning questionnaire.

  Step 2: Task: Place the prospect on our client newsletter and e-mail newsletter distribution list.

  Step 3: Task: Call to schedule a meeting and ask the prospect to prepare his financial data in preparation for your meeting.   

  Step 4: Task: Call the prospect a day before the meeting to confirm the appointment.   

  Step 5: Event: Meet with the prospect.

  Step 6: Task: Promote the prospect into a new client and begin the new-client process or make a follow-up phone call two days from now to close the prospect.   

  Step 7: Task: Make a follow-up phone call if no decision has been made.   

  Step 8: Task: Make a second follow-up phone call if no decision has been made.

  Step 9: Task: Make a third follow-up phone call if no decision has been made.

  Step 10: Task: Send the prospect a letter thanking him for contacting you and asking him to contact you again when he is ready to move forward.   

  Step 11: Task: Contact the prospect again six months after sending the thank-you letter.

• How do I create an action template?

  Action templates allow you to define a structured business process for all of your team members. Here’s how it works:
  
     1. Click on the ‘Administration’ link in the top menu.
     2. Click on ‘View and create action templates’.
     3. In the ‘Create action template’ panel give the template a name and choose a category (Project or Opportunity) to store the template.
     4. Click ‘Create template’
     5. Click on either ‘Add a task’ or ‘Add an event’
     6. Enter in the task or event description, and expected day to complete the step
     7. After saving the template all users who create a new project or opportunity will be able to access and apply this template.
  

• What is the 'Day' field inside of adding tasks and events?

  The day field is the Day that the task or event is due. For example,
  lets say in a "New client process" the first task is to 'Send out
  initial paperwork' and the second task is to 'Follow up with a phone
  call' 3 days later. When entering in the first task you will enter in
  the Day field '1' and for the second task that is due 3 days after the
  first task, you will enter in the Day field '3' marking that this task
  will be due 3 days after the first task. Now when you apply this action template to a project the tasks will be automated based on the days that you have specified.

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