Release 3.1

Release 3.1

Release notes for Client Sense version 3.1 
Available from January 2021

Changes to Client Sense 3.1 include enhancements and additional features in each of the following areas:
  1. Searching
  2. Favourites
  3. Export and Reporting
  4. Contact Cards
  5. Custom fields
  6. Custom Activities
  7. Signature Analysis Module (SAM)
  8. Relationship Management
Other general changes and enhancements include:
  1. Achievements
  2. General interface changes

Searching

Partial search terms

Partial searches now allow for you to search for any part of the Organisation, Individual or Employee's name. 
Example: An Individual search for 'Steve Evolve' will now return 'Steven Hoyle' at 'PracticeEvolve'
Prior to Version 3.1:

Version 3.1:


Titles shown within search results

Where an individuals title is known, this will show within the search results window when performing an Individual Search


Search results ranking

Individual and Organisation search results are now ranked, placing those at the top that have most recently had contact with the firm.

'Details' search Individuals and Organisations

Custom attributes assigned to Individuals and their parent Organisations can now be returned in a single search.  
Tip: You will need to select 'Search within custom fields of individuals and organisations...', otherwise the results will be from Individuals OR Organisations
Example: This is a search for Individuals with a Title including the word 'manager' AND with a parent organisation with an Industry containing the word 'construction'



Favourites

Favourites in Version 3.1 are now much more flexible and powerful as a way of building, sorting, sharing and managing lists.


Bulk add to Tab

You can now add existing lists of Individuals or Organisations directly into a Favourite Tab without any re-keying. This can be particularly useful when running Webinars or needing to add old lists from Excel that you want to track in Client Sense. 
Example: You can add the attendees from a Webinar into a Tab by 'right-clicking' a Tab and selecting 'Bulk add to Tab'


Example: In this case, we can paste in a list of email addresses that attended a recent webinar 
Tip: By selecting 'Add Individuals or Organisations to Client Sense if they do not already exist in Client Sense', you can add emails and domains into Client Sense even if they have not had prior communication with the firm. You may want to add email addresses of Webinar attendess or domains of prospective / target organisations. 
Tip: Use the 'Check Format button to confirm you have the format of the email addresses, first name and last name information correct 


Bulk add Activity

It is now possible to add an Activity in bulk to all of the Individuals and Organisations within a a Favourite Tab
Tip: Using Bulk add to Tab above is a great way to populate a Tab with the attendees from an event such as a Zoom webinar.
Example 1: You may have run a recent Webinar and you would like to have the Webinar attendance shown against each of the attendees.
 


Note: By the nature of a webinar, each of the attendees did not meet each other, so for this example you would leave 'Associate the Individuals and companies in this tab' as 'OFF'
Tip: Having Rebecca Morris and Paul Brooks from the firm as 'Associated', will mark them as being known (otherwise termed 'Related') to each of the attendees of this webinar. In this example they may have hosted the webinar.








Note: The activity will appear on each of the Contact Cards for those individuals or Organisations within the 'Webinar' Favourite Tab 



Note: In this example, we associated Rebecca Morris and Paul Brooks with the Event because they hosted the webinar, this can now be seen on the 'Related Contacts' tab in each of the attendees 'Contact Cards'




Example 2: For this example we will use an Event example of a private lunch where a small group of people met and were all introduced to each other
 

Note: As a small Event, in this case each attendee was introduced to each other, so for this example you would switch 'Associate the Individuals and companies in this tab' to 'ON' because they now will know each other, making them 'Related' in Client Sense.
Tip: You can add attendees from the firm in the 'Associated' field. In this example, Rebecca Morris and Paul Brooks hosted the Event






Note: The activity will appear on each of the Contact Cards for those individuals or Organisations within the 'Webinar' Favourite Tab 




Note: In this example, we associated Rebecca Morris and Paul Brooks with the Event because they hosted the lunch. This can now be seen on the 'Related Contacts' tab in each of the attendees 'Contact Cards'. Each of the other attendees will now be 'Related' to each of the other attendees. 
Tip: Associating individuals in this way can be very powerful in helping your firm to understand who knows who and how they may know each other.





Bulk edit Field

You can now edit the value of a custom field for all of the Individuals or Organisations in a Favourite Tab at once. This can be extremely useful if you need to set an Industry value to a list of Domains. You may also use this feature to add a 'do not market' value for a list of Individuals that do not want to receive marketing communication. 
Example: You want to add 'Insurance' to the Industry field for a list of target Organisations
  



Editing custom fields directly from the Favourite screen

You can now edit the value for a custom field directly from the Favourite screen. Hovering your mouse over a custom field will allow you to select the edit button.
Note: Fields with value populated through external systems such as a Practice Management system, can not be overwritten through the Client Sense interface, these values need to be updated in the source system.



Export and Reporting

Export

The Export function is now found in the Main Menu under 'Utilities'.



Logic changes


The Export has been improved and the logic refined to provide more flexibility and better results. 

Prior to Version 3.1
The below Export returns results where: (all external Individuals where the firm has Sent at least '5' emails and Received at least '1 ' email after the 'Start' date and before the 'End' date) AND (the external Individual has had contact with employees with a Title of 'Lawyer' or 'Partner' or 'Senior Associate') AND (the external Individual has had contact with an employee with a Department of 'Commercial' or 'Employment') 

In Version 3.1
The below Export returns results where: (all external Individuals that have Sent at least '5' emails and Received at least '1 ' email after the 'Start' date and before the 'End' date) WHERE (the external Individual has had contact with employees with a Title of 'Lawyer' or 'Partner' or 'Senior Associate') AND (the external Individual has had contact with an employee with a Department of 'Commercial' or 'Employment')

Tip: This logic change can significantly reduce email 'noise' from automated email addresses


Additional information






'Office' has been added as an additional Export choice where the firm has more than 1 office location


'Sent to' and 'Received' email counts are now provided as a part of the CSV export




Tip: Sorting or Filtering by 'Sent To' can significantly reduce email 'noise' from automated email addresses


Reporting

Cross-Servicing Report

This report can be found under Reports in the Main Menu




This Cross-Servicing report is designed to provide you with a list of Organisations that are known to one or more departments in the firm and not known to other departments

The example Cross-Servicing report will provide a list of Organisations where (the firm has sent at least 10 emails and received at least 10 emails in the date range specified) AND (the Organisation has had contact with employees with a Department of 'Commercial') BUT (has not had contact with any employees with a Department of 'Employment')

Tip: If choosing from 'Departments' does not provide the groups or the granularity you need, you can choose not to select any Departments, but instead select a list of Employees 


Drop-Off Report

This report can be found under 'Reports' in the Main Menu



The Drop-Off report is designed to allow your firm to identify external Individuals that have stopped communicating

The example Drop-off report below will provide a list of (external Individuals that the firm had sent at least 10 emails to and received at least 5 emails from in the 90 days before the 1 August 2020) AND (no email has been received from the external Individual since 1 August 2020)




Example: This example above will produce a CSV file. Amongst other information, this CSV will include a column called 'Emails sent since specified date with no response'. If this number reads 0 as it does for Gareth Murphy below, then the firm was communicating with Gareth in the 90 days prior to 1 August 2020, but the firm has not emailed Gareth and Gareth has not emailed the firm since 1 August. If this number reads a higher number like 14 as it does for Gina Holdings below, then the firm was communicating with Gina in the 90 days prior to 1 August 2020, but the firm has emailed Gina 14 times since 1 August without any response from her. 





Tip: Assuming that Gina is not taking an extended digital detox or refusing to respond to anyone at your firm, this might imply she may no longer be working at McGrath Estate Agents.

Contact Cards


Google News Feed

Contact Cards for Organisations will include a tab called 'News' which provides a Google News search relating to the name of the Organisation. 


Note: Google News results can present unrelated news where the Organisation name matches something unrelated with a similar name. You can chose to amend the Organisation Name in Client Sense to achieve better news results.
  

Custom fields

History

Client Sense administrators can now view the historical changes made to custom fields. 

Changes to the values on a Contact Card can be seen by clicking the 'anti-clockwise timer icon' down the bottom left-hand corner of a Contact Card.



When editing a custom field, the history icon will also show


Custom Activities

Capture Keywords

Custom keywords can now be set against Activities. These keywords are used to automatically trigger certain Activity types based on the keywords used in Outlook meeting invites.
Example: If the word 'Coffee' appears in an Outlook meeting subject, then the Activity type can default to being 'Coffee' meeting.

Tip: The firm can set any number of custom Activity types. These can be set to match up with the firm's Business Development or Key Client Management strategy and can be set to match and support the firm's internal terminology.


 

Note: By default, Client Sense matches Zoom, Teams, Webex or other online meetings as having a meeting type of 'Online Meeting' where they contain a URL in the location.


Signature Analysis Module (SAM)


General enhancements

SAM is now capable of capturing Social handles listed in inbound email signature blocks. LinkedIn profile links will be stored against an Individual. Linkedin company page information will be stored against the Organisation. 





UK specific address and telephone enhancements

Enhancements have been made to better interpret UK physical addresses and telephone details. 

Prior to Version 3.1
Addresses were stored in a single field




In version 3.1
Addresses are better interpreted and stored in separate fields


This allows for a much better Details search where organisations and individuals can be sorted specifically by State, Suburb, Postcode or Country.


Relationship Management

Relationship Management now includes a range of enhancements designed to help your Lawyers, Accountants or Engineers more easily manage their key relationships.

Groups

Relationship Management now allows for Group Managers (practice group leaders or group heads) to oversee each of the relationships being actively managed across their group.


Tip: Groups can be created with any number of Group Managers or Group Members. A Group Manager can sit across one or more groups and Group Members can also be in one or more Groups.




Email notifications

Email notifications now allow Relationship Managers to receive a Summary of their key relationships. 


Tip: These can be set for any day(s) of the week and the best time of day can be chosen.

Email preferences can be set by the Relationship Manager or centrally by the Client Sense Administrators

Set by the Administrator


Set by the Relationship Manager


Email notifications for Group Managers

Group Managers can also choose to receive an summary email notification to be aware of how their group is tracking with each of their relationships.




Flagging relationships for review

Relationships assigned to Relationship Managers can now we 'Flagged for Review'. A Relationship Manager can see who assigned them a Relationship and when it was assigned. The Relationship Manager can flag the relationship for review.



The relationship manager can choose to add a reason for the review



Making changes to key relationships

The Group Manager or Administrator can make changes to contact thresholds and can reassign relationships.




A flag will show that a relationship has been flagged for review by the assigned relationship manager.














Pre-Meeting Email Notifications

Relationship Managers can choose to receive a pre-meeting notification email ahead of all external meetings.

This email will provide information on who they are meeting with, their Titles (if known), the last contact activity with the firm. Any notes that have been added against the attendees last meeting held with the Relationship Manager will be presented in this notification.


Achievements

Achievements have been introduced as a way of recognising certain activity including usage and ongoing training. 
Achievements are awarded by way of badges. When acquired, these will be shown in the top right corner of the system near your name. 

 

More information about Achievements can be found here. 


General interface changes

Some visual and terminology changes have been made to improve to great consistency throughout the Client Sense solution and to improve usability. 
Change: The term 'View' for creating a 360° view of an Individuals relationships is now used in place of the term 'Filter'. This is to avoid the clash with the term 'Filter' (show above in green on the first image) which is used to filter by date range.

Prior version




Version 3.0
Change: The term 'Contact' when referring to an external person is now 'Individual' and 'Contact' when referring to an internal person is now 'Employee'




Change: Circular buttons with hover-over feedback are now used in place of Square buttons to crease a 360° view of an Individuals or Employees relationships. This indicates the behavior it provides as being a Radio button rather than a Checkbox. 


Thank you for reading and we hope you enjoy using this latest version of Client Sense!