Article Overview

The Overview page in Marketscape CRM displays the most important and up to date referral metrics relevant to each user.  This article shows and describes features that can appear on the Overview page.

Depending on your role, you will see different elements and features on your Overview page.

• An account executive will see metrics based on their own referrals and their upcoming schedule
• A manager (whether a branch manager, area manager, or region manager) will see far more metrics pertaining to all other CRM users beneath them in your company's territory structure. Those metrics can be viewed in many different ways.
• An account administrator has another view with different possibilities

In general, each user will be able to see what they need to see based on their role. What each user sees is summarized below

Every company can customize the structure of their territories and name their sales regions and user roles differently. The examples in this article show the default structure found in Marketscape CRM before any customization. If you see something that doesn't align exactly with what you see in Marketscape CRM, that is probably the result of customization by your company during setup. Please make contact with your customer success manager or Trella Health Support if you have questions.

Also, the metrics in the demo account from which the images in this article were taken are "made up" to provide examples. The metrics you will see should be more compelling since they will be real.

In this article

• Overview page Overview
• Sections in the Overview page
  • Top 10 Referral Sources
  • Sales Territories/My Sales Territories
  • Marketer Snapshot
  • 3-Month Referral Trends
  • Events
• Overview page for Account Executives
• Overview page for Managers
• Overview page for Account Admins

Overview page Overview

The following image has a screenshot of what an account executive would see along with a screenshot from an account administrator. Not all differences are shown - the details for each user are included below in the article sections for each user type. Instead, use this image to become familiar with a few key elements.

Navigation - Click on the "Overview" button in the left navigation to open the Overview page in Marketscape CRM.

Top 10 Referral Sources - This section is universal to Overview pages for all user types. An account executive will only see their own referrals. An account administrator will be able to see all referrals for all users, and a manager will be able to see all referrals for their reps.

What any user sees will depend on how your company has set up roles, territories, branches, and management relationships.

Filters - The Date and Branch filters allow users to change what is shown in the Top 10 Referral section of the Overview page. The details for these filters can be found below.

An account executive will not see the "Branch" filter.

The Rest of the Page - After the Top 10 Referral Sources section, each different user type will see different sections.

Sections in the Overview page

There are five different sections that can show up on the Overview page.

The first section in the Overview page is "Top 10 Referral Sources."

Top 10 Referral Sources

The referral counts on your page are drawn from the metrics in your EHR and reflect what has been imported into Marketscape CRM.

Tile Definitions

By Admissions - Primary Physician

The listed physicians are the people qualified to order post-acute care who signed for the care associated with the counted admission.

By Admissions - Referring Facility

The office or facility that referred the patients counted in the admission to post-acute care.

By Admissions - Referring People

The listed people are those who connect the referral to a specific post-acute agency.

For the details on these three references, see The Importance of the Primary Referring Person.

Marketscape CRM for Suppliers

If you have a supplier role, you are not looking for admissions. Your Top 10 Referral sources will say "By Deliveries" instead of "By Admissions." The tiles will still show the top 10 referral sources. The filters will work the same way.

Filters

The filters allow you to change the parameters that determine which admissions are shown in the Top 10 Referral Sources section of the Overview page.

Date Filter

The date filter allows you to set the time period for the admissions shown in the Top 10 Referral Sources section. The different time periods allow you to focus on different periods to identify trends or to compare admission counts to goals you have set.

Branch Filter

The branch filter is available to users who have access to different branches and who need to be able to focus on referral sources and counts to specific branches. You can use the filter to select all branches for a broad view or choose a specific branch to narrow the field. For suppliers, this filter will appear as offices, not branches

Sales Territories/My Sales Territories

The following image is from a demo user set up as a manager, so it will almost absolutely be far simpler than what you will see. Use the image to familiarize yourself with the features.

Agency Overview Hierarchy dropdown - the dropdown allows you to select specific territories from your company's territory structure so that a manager can limit the metrics shown to specific territories. By default, the tables will show every territory. The dropdown also allows a user to select a specific line of business.

Date Range filter - The Date Range filter provides options for month-to-date, year-to-date, or a range of dates you select. If you click on the "Date range..." option, the calendar interface shown below will open. The current date is shown in yellow. Select a range and click on the "Go" button at the top right. Click on the "Done" button to close the tool.

The metrics in the table will reflect the reporting period that you choose. 

Tables - a table will be displayed for each territory level in your company hierarchy. Since the sample user is a regional manager, she can see the South Central PA region and the and the York, PA branch.

The structure of our demo company is simple. It is highly likely that you will see multiple regions and multiple branches (and potentially more "layers" of territories in your territory structure.) Either way, what you will see will be determined by the territory structure your company uses and the specific role you have been assigned.

Users shown in the tables - The user shown in each row is the referral owner for the referrals counted in the same row as determined by the data from the EHR. This is a different connection from account or contact ownership. 

Marketer Snapshot

The Marketer Snapshot gives a detailed view of referral trends and counts for a selected user. This feature is limited to managers and account admins in companies that have access to Marketscape Insights.

How to choose the user

At the top-right of the Marketer Snapshot section is a blank field labeled "Marketer." Click on the field or the magnifying glass to select a specific user from your company.
A dialog box will open that allows you to select a single user. Search - If your company has a large number of users, you can search for a specific person using the search tools shown in the box at the top Browse - you can also find a specific user by scrolling through the list at the bottom Select - once you see the user for which you want to view their metrics, click on the "select" link
For this example, we used the Trella Training admin user. Click on the "Get Snapshot" button to open the Marketer Snapshot for the selected user.

The following image shows the extensive details available in the Marketer Snapshot.

The two charts and the table show data from a three month period broken up into 12 weeks.

Some observations

• The top-left chart shows event trends by event type with a line graph of referrals. At a glance, you should be able to see a general connection between the event type and subsequent referrals
• The top-right chart shows a different correlation - admits and referrals (bars) to the count of events
• Finally, the table at the bottom shows the counts of referrals, admissions, and events week by week over the three month period for the listed contacts. It is easy to see patterns and overall performance for the selected user.

If you click on the "View Marketer Calendar" Marketscape CRM navigates to the Calendar page for the selected user.

Keep in mind that the images in this article are drawn from a sample demo account where there are no actual users making visits. If this were real life, it would prove that TT Admin has no events in his calendar, and we would hafta wonder how he is getting any of those admits and referrals.

3-Month Referral Trends

The 3-Month Referral Trends chart shows counts of referrals broken out by week and by referral type: pending, admit(ted), and non-admit.

For a thorough and detailed view of the different referral types, see Step 5 - Viewing Referrals - Basics.

Hover - If you hover your mouse over a colored section of a single bar in the chart, the count for that section is shown.

Events

The Events section is a convenient addition to the Overview page. The table shows a summary of events from the user or users calendar.

A couple details

• Which users you will see in the table will depend on your assigned role. All users will see their own events. The top image below is for Debbie, and account executive. The lower image is from an account administrator
• The filters (see usage content below) allow you to change what is shown in the table.

Filters

Filter	Image
Date Range filter - allows you to set a date range that will limit the entries in the table to events for a selected period. If you click on a date field, the calendar interface shown will open. The current date is shown in yellow. Select a range and click on the "Done" button to close the tool.
User filter - allows you to choose a single user for whom you want to view events in the table.
Event Type filter - if you want to view only events of a specific type, this filter allows you to make that choice.
Completion Status filter - by default the table will display events with either completion status. If you want to see only events that are completed or those that are not completed, use this filter.

Account Executive’s Overview

The Overview page provides an at-a-glance view of a marketer’s top referral sources, 3-month referral trends, and their events.

Value

• At a glance, you can identify high-volume referral sources
• Allows you to quickly confirm the accuracy of your contact ratings
• Looking at the events section allows you to confirm that you have created events for your key referral sources
• Instead of digging through numerous reports, all of the most important information is in one location
• Since inclusion in the Top 10 is based on referral ownership, you can confirm that the high volume referral sources are assigned to you, and if not, you can ask for them to be assigned to you

Details

• Metrics are based on ownership of orders/referrals, not account/contact ownership.
• Events: This area will display your recent or upcoming events.  Note that you can click through to events, accounts, contacts and create expenses from this area.
• Clicking on the "View" link will open the Calendar page and open the specific event listed in the row.

Manager’s Overview 

A manager’s overview page displays more region or market level data, so that you can easily view your team’s activity at a glance.

Value

• Rather than digging through multiple reports, the most critical referral data is in one place
• You can quickly see top referral sources by branch or territory. This allows you to easily check and confirm that the correct reps are assigned to the top referral sources
• Observing trends and connections will help you to identify coaching opportunities
• Shows the priority sources where your team should spend their time

Details

• The data you see pivots around the branches you assign, not the branches you manage

This is why it is critical that each user profile has the proper branches added

Account Administrator's Overview

In general, account administrators can see everything.

Value

• This allows account administrators to check and confirm that territories/branches are set up correctly so that all users see what they need to see on this page
• Account administrators have the ability to assist managers and users by seeing the mass of data available on the Overview page