The territory structure in Marketscape CRM is critical to all of the important data relationships in Marketscape CRM. The structure in the CRM works best if it is set up to parallel your company's organization or territorial structure.
Many of the settings discussed on this page are set up as part of the new customer onboarding process. As a result, as an account administrator, you should familiarize your self with the settings below and how to navigate around the settings. For the most part you will only be making updates and adjustments, not building the whole structure.
Business Line Configuration
Setting up business lines is a critical task in the configuration process in Marketscape CRM. With business lines set up properly, incoming referrals can be assigned to home health or hospice as needed. This will automatically align incoming referrals to the correct business segment, and therefore, to the correct team and individual marketer.
Business lines are set up as part of new customer onboarding. Since business lines are foundational to MARCRM functionality, adding or removing a business line has a huge impact. We strongly suggest that you call your Trella Health customer success manager before making changes to your business line configuration
Ready to make the change? See Business Line Configuration
Sales Territory Configuration
Sales Territories - Let's get Oriented
If you look at the image above, you need to make sure you don't imagine a tree. Instead, you need to imagine roots. The tier at the top of the table represents the largest geographic regions and therefore, the smallest number of entries. As you work your way down the table, each tier represents smaller sections of the region above. Tier 1, at the bottom, is where you will specify your sales territories. Tier 1 would normally be an area covered by a single office or agency.
- If you only have one tier, it will be tier 1.
- As you add tiers, you are building from the bottom up. You are adding larger regions
- This is why it is imperative to think through and work out the tiers at the beginning. When you add a tier, you are not breaking Tier 1 into smaller parts; you can only add a tier at the top.
If you need to add/change tiers it is really a good idea to get help from your CSM. What at first might appear as a simple change will probably require a lot of reassignments, changes to names and redesign of many connections.
The image to the right shows a basic sales territory configuration. The selected configuration has four levels.
Notice that the Tier 1 label is "Sales Territory" from the demo company from which the image was taken. Although Tier 1 is named "Sales Territory," the actual label can be whatever you choose when you click on the "Edit" link at the far left of that row.
You can set up your hierarchy to call this tier, for example, office, branch, county, city, or team.
Naming Tiers - Let's get Oriented
Observe the image.
Throughout this article we will be talking about the Sales Territory Management page. The name of the page is in the blue box. The Tier 1 name can be anything you want - WE called them "Sales Territories" in our demo account from which the images came. This means that if your company decides to call the Tier 1 level "Offices" or "Branches" or anything else, that is what you will see in many places throughout Marketscape CRM. Two examples are at either end of the arrow line above.
This is important because throughout this article, we will be referring to images from our demo company using the names in our tiers. What you see might be different. To highlight this naming issue, we will color the text.
And finally, from a database perspective, each market, branch, office, or whatever is a record that you are adding to the territory database. Each record for each tier becomes an entry or item in a table displayed for each tier being displayed. Ugh. For simplicity sake, since we are talking about geographical locations, we will use the generic terms "region" or "entry" depending on what the action is.
For some examples of places where territories are used, see Sales Territory Configuration
To add or remove a Tier, see Adding/Removing a Territory Tier.
Sales Territory management or validation
The sales territory configuration was set up as part of your company's new customer onboarding. Once the basic configuration is in place, there are a few different tasks in which an account admin will be involved. This section will show you what you will need to do.
Quick page Summary
When you click on the "Sales Territory Management" link, the following page opens.
Click on this link to open the Sales Territory Management page
New - At the top of the page there is a button that says "New Sales Territory." When you click this button, you can add a new Sales Territory to the list. See Adding Entries.
Sales Territory name - The names in this column identify the Sales Territory.
Market - In order to help identify the listed Sales Territory, the next Tier Market to which the Sales Territory belongs is listed in the table
Setup or confirm Tier 1 Offices/Sales Territories/Branches
Stating what is next is simple. Once the territory tiers are set up, they need to be filled with the names of each region and connected to the parent (larger) tier above.
- CRM with EHR - If your instance of Marketscape CRM is integrated with your EHR, then these settings should be completed. In this case, as an account admin, your action is to comb through the settings to confirm that everything is set up properly. The process:
- On the Settings page, click on "Sales Territory Management"
- Starting with Tier 1, look at the names, managers, and markets to check for spelling, correct connections between tiers, and to see if any Tier 1 entries are missing. (Yes, this is a huge task - ouch!)
- Proceed through all tiers to confirm all entries. (Did we say huge? Let's add detailed.)
- CRM without EHR - If your instance of Marketscape CRM is not connected to your EHR, every entry for every tier will need to be set up. The process:
- Gather what you need from a company database or spreadsheet. Names of each "region" at each tier, a way of identifying the connections between regions and sub-regions, and managers at each level.
- Starting at the top (the tier with the highest number in the territory configuration), add new "Regions," filling each tier before moving on to the next. The first tier is the largest region.
- Work down through the tiers, creating each tier's entries until you have filled out every local office.
This step is potentially an enormous amount of work requiring lots of preparation in advance. This task is part of the onboarding process for new customers of Trella Health. You will likely only be doing this with the assistance of someone on the Trella Health team. If you need to make major revisions, get in touch with your Trella Health customer success manager for assistance.
Ongoing - adding, removing, and editing your tiers
The initial, major, set up of territories is part of your company's onboarding process as a new Trella Health customer. Most of the time, as an account administrator, you will be adding, removing, or editing single entries at various tiers.
A couple tips:
- If you are setting up a new region with multiple sub-regions, start at the top, that is, at the tier with the highest number, and work your way down.
- Have a consistent convention for naming each tier level so that anyone can understand what they are looking at quickly.
If you need to add a new entry at any level, follow these directions
- Use the Tier dropdown to select the tier for which you want to add a new entry.
- At the top of the page, the "New" button will match the Tier you selected. (See the next image)
- Click "New Area" - The following page opens.
- Add the name of the new Area - In this case, our areas are states, and we are adding New York (NY)
- The Tier is identified next
- You will need to select the specific "parent" area from the next higher tier. In this case our Tier 3 "Areas" are subsets of Tier 4 "Regions." We choose to put the new "NY" Area into the "North East" Region
- Select the Business Lines that exist in the new Area
- Sync ID is used if Marketscape CRM is integrated with your EHR.
- Area Managers - If you want, you can add managers who are associated with the new tier entry
- Click the "Save" button when you are done.
Deleting Entries -
Delete - You can delete any entry in the open table by clicking the "Delete" Link. As you might expect, you will be prompted to confirm your action.
- Click the "OK" button to delete the entry in the row.
To the left of every entry in each table, you can click the "Edit" button to edit the entry. In this case, we will edit a "Sales Territory."
- Use the Tier Dropdown to select Tier 1 - Sales Territory
- Click on the "Edit" link for specific Sales Territory you want to edit - we want to edit Chambersburg
The following form opens for the selected Sales Territory
In short, you can edit many of the fields, but most importantly, you can view your users' connection to the territory, and you can add or remove users or managers to the territory.
- To Add - click on the "Add User" link under Sales Territory Managers or Sales Territory Users
- To Remove - Click on the "X" to the left of the name
Adding Sales Territories if you have Trella Connect
If you are a Trella Connect customer, there are a couple of critical settings required when you make any changes to territories.
See Adding Sales Territories if you have Trella Connect for details.
One setting (field) for each region is called "Market Managers (sic) View."
Purpose - When you set a user as a manager for a "region" at a specific tier, you are turning on visibility for that manager to see content for all users in the assigned region and all "lower" tiers. This allows you to match a manager to their area of responsibility in Marketscape CRM. A more "local" manager will see less than a "regional" manager.
Adding a manager
For our example, we will be adding our manager, Claudia, to a Tier 2 region "South Central PA)
- Click on Settings in the left navigation, then click on the "Sales Territory Management" link.
- Choose the tier from the drop down menu. (image below)
- Click on the "Edit" button for the specific "region" for which you are adding a manager.
- In the section for "Market Managers View", click on the "Add User" button.
- You can use the search tool at the top of the page that opens, or browse the table at the bottom. Since Claudia is visible, we click on the checkbox to the left of her name and then click the "Attach Selected Results" button.
You can click on the checkbox for multiple users to add more than one manager at a time.
As you can see from the image below, Claudia is now added to the "South Central" Market in Tier 2. You will need to choose business lines for any manager you add.
- Click the "Save" button.
You will see that Claudia is now added as a manager for the South Central PA Market.
As you can see in the above image, Manager Claudia is now able to see her 13 users associated with her management role.
Success! - If you have reached this point, you are ready to move on to Step 2 - Role Management.