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Everything you need to know to get started with 20NINE

9 simple steps, less than an hour to complete

Step 1 (10 min) - Add Companies and Contacts

How to import a person from LinkedIn to 20NINE

The easiest way to add companies and people to your new 20NINE account is to use 20NINE LeadClipper for LinkedIn. It is an add-on for Google Chrome by 20NINE. This add-on allow you to import any person or company you can find on LinkedIn directly to 20NINE by clicking a button.

How to install 20NINE leadclipper for linkedin

If you did not install this add-on when you went through the wizard after your first login, follow the easy steps below:

  1. Click on the Settings icon (Cogwheel) in the main menu on Salesbox
  2. Select My settings and the option “Add-ons“
  3. Click on the install button next to LeadClipper
  4. Follow the guide on Google Chrome web store
  5. After LeadClipper is installed to Chrome, click the 20NINE logo in your Chrome browser (Upper left corner)
  6. Login with your 20NINE username and password
  7. Go to any person on LinkedIn that you want to add to Salesbox and click the blue Salesbox button and select “Add to contacts“ (Now you get the company, company logo, geography, contact name, contact title, photo and geography added to Salesbox)
  8. Click on the “Contact info“ link in the persons Linkedin profile to be able to add phone, email etc. to 20NINE as well. (Phone and email are usually only available on contacts you are 1st hand connected to on LinkedIn)

How to import from a list .CSV file to 20NINE

If you have a file with companies and people that you want to add to 20NINE you can easily import that file to 20NINE.

  1. Prepare your file
  2. Before you import your file you need to convert the file to the format .CSV (If you have local characters example from Scandinavia, Spanish or German-speaking countries, choose the type .CSV of type UTF8).
  3. Open your file in MS Excel or Google Sheets
  4. Make sure your column headers are the first row, delete any other rows above the column headers
  5. Select Save as/Export to and choose .CSV or .CSV of type UTF8

How to import your .CSV file

20NINE limits single file imports to 2000 rows. If you have more rows, please divide the file so each file includes a maximum 2000 rows or get in contact with us for our import service.

  1. Click on the Settings icon (Cogwheel) in the main menu
  2. Select company settings and the option “Import/Export“
  3. Click on the green import button
  4. Select your .CSV file from your computer
  5. Now you get your file in preview mode and you see the column headers + the first three rows of your file
  6. Click on the “Company/Contact“ button
  7. Select at minimum one responsible user (what user will be assigned the imported contacts and companies)

In the table below you can match what columns should be added to what data fields in 20NINE (If you have added custom data fields they are also available for imports here)
Once you have matched all the columns you want to import, click the submit button and wait ( it can take a few minutes before the imported data is displayed in the responsible user’s company and contact lists). Depending on user right other users can also see the imported data if they switch to unit or company level in the user filter that you find in the system header.

Step 2 (5 min) - Connect Office365 or Google

What do you get?

  • Automatic tracking of all sent/received emails to contacts you have saved in 20NINE (with the correct email of course)
  • Send personal mass emails via Office365/Gmail and track in realtime when your emails get opened or URLs clicked on. You can also search and find anyone who opened a specific send out
  • Sync your Outlook/Google calendar with 20NINE
  • View the 20NINE contact panel directly within your Outlook or Gmail client

How to connect Office 365 or Google

Each user in your account can connect their Office 365 or Google account.
  1. Click on the Link button for either Office 365 or Google (Outlook option is for former Hotmail, not Office 365 users)
  2. Login to Microsoft or Google in the popup
  3. Click on the “Sync calendar” button
  4. Click on the “Sync email” button
Email sync
Now any email that you send or receive from your 20NINE contacts will get saved to the Communication log on contacts and accounts. You can send or receive your emails from your computer, phone or any email client as long as it is your Office365/Gmail email address you use.
Calendar sync – Office 365
Any appointment added to 20NINE will appear inside your Outlook (marked with orange color).
Any appointment you add to your Outlook calendar that has an invitee added and that invitee also exist in 20NINE will be added to 20NINE calendar and also automatically connected to the correct contact and account.
Calendar sync – Google
Any appointment added to Salesbox will appear inside your Google calendar
Any appointment added to inside your Google calendar will be added to 20NINE if you have added a 20NINE contact as invitee.
Appointment updates
When you update an appointment in either 20NINE or Outlook/Google the changes will be synced automatically.
PS. 20NINE does not sync any historic emails or appointments when you click on the sync buttons. 20NINE only syncs new emails/appointments after the connection was made.

How to send personal mass emails from 20NINE

In 20NINE you can send personal mass emails and follow the open and click in both realtime and by search on date periods.
Send from any section
You can send mass emails from contacts, pipeline, tasks and appointments. The emails will be sent through your Office 365 / Gmail account but by using 20NINE you can send many of the same email but still make them personal by adding the tag “Fname” where you want the contacts first name to be added in the sent email.
Send a personal mass email to engage your contacts
  1. Go the preferred section (Image display the contact section)
  2. Select individual contacts in the list or select “Mark all”
  3. Click on the 3 dotted icon and select “Send…”
  4. Type your email and any links/URLs you prefer
  5. Attach any document
  6. Turn on the tracking of open and click-through actions
  7. Click send!
Now 20NINE will share this with Office 365 / Gmail that will send this personal email to all the contacts you marked.
Once recipients start opening and clicking on web-links you will be notified in realtime inside 20NINE web if you are logged in and also as a notification on your smartphone.
To really maximise the power of this feature, add engaged recipients to your call list.
To search for all that opened
  1. Opened the advanced search panel by clicking the magnifier glass icon
  2. Click on the “Field” dropdown at the left side and scroll until you can choose “Email open”
  3. Select the operator “equals” and select the day you want to search for
  4. When you have the result, click the pencil icon in the bottom right corner of the search panel
  5. Click on the phone icon to create a new call list
  6. Call your hot leads directly from the call list section
Step 3 (5 min) - Install Outlook or Gmail add-in and personalise your main menu etc.

How to install the 20NINE contact panel in Outlook / Gmail

The 20NINE contact panel makes it possible to view the 20NINE contact you just received an email from directly inside Outlook/Gmail. 
 
From the contact panel you can add notes, appointments, tasks, unqualified deals to your pipeline or add new contacts and accounts if you receive an email from someone who does not exist in your Salesbox.
 
Install to Gmail
  1. Click on the settings icon (Cogwheel) in the main menu
  2. Select My settings and the option “Add-ons”
  3. Click on the install button next to Gmail add-in
  4. Follow the guide on Google Chrome web store
  5. Click on the red Gmail icon that appear in Google Chrome
  6. Open any email and the contact panel opens automatically to the right
 
Install to Outlook
  1. Click on the settings icon (Cogwheel) in the main menu
  2. Select My settings and the option “Add-ons”
  3. Click in the install button next to Outlook Add-in
  4. Scroll to step three (3) and copy the installation URL
  5. Open Outlook online from office.com
  6. Open any email and click the 3 dots in the upper right corner of the email and choose the option “Get add-ins”
  7. Click on “My add-ins”
  8. Scroll down and click on “Add a custom add-in” and select “From URL”
  9. Paste the previously copied installation URL from Salesbox and click OK
Now the contact panel add-in will appear in Outlook online and Outlook desktop.
 
How to open in Outlook
  • Outlook online: Click the 3 dot icon in the upper right corner and select 20NINE at the bottom of the dropdown. Login with your 20NINE username and password.
  • Outlook desktop: Click on the 20NINE icon that appear in the Outlook menu. Login with your 20NINE username and password.

How to customise the main menu & start page

In 20NINE each user can customise what menu options to see in the main menu on the left side.
 
This is a great way to remove menu options the individual user does not use.
 
Each user can also decide what section should load as start screen when logging in to 20NINE.
 
These settings can also be set on the mobile app. This means that each user can have a different menu setup and start page on the web and mobile.
 
How to customise the main menu and start page
  1. Click on the Settings icon (Cogwheel) in the main menu
  2. Click on My settings and “Personal”
  3. In the middle column you can unmark/mark the menu options you want to see in the main menu
  4. For each menu option you can also decide what sub category (dropdown) that should be loaded default when clicking on a manu option 
  5. At the top you can select from the “Start screen” dropdown what section that should load every time you login
Step 4 (15 min)- Set up your product directory and customise default values

How to set up your product directory

Why? The whole purpose with having a product directory rather than just typing what you are selling as free text on each deal is to
  • Simplify for your user by pre-defining choices 
  • Get one common structure over time
  • Enable search on contacts, companies and deals based on what products they have purchased or have in the pipeline
  • To enable stats on what takes time to sell, what generates biggest, fastest, most profitable deals etc.
 
How does it work?
Each product you add to 20NINE belong to one product group and is of a specific product type. 
 
Example: You sell smartphones and laptops of different brands.
 
Then you could add 
  • each brand as a product group (Brand A, Brand B).
  • Smartphone and Laptop as two different product types
 
When you add Product A (Smartphone from Brand A) you connect Product A to product group “Brand A” and product type “Smartphone”.
 
Add products
  1. Click on the settings icon (Cogwheel) in the main menu
  2. Select Company settings and the option “Products”
  3. Click on the plus sign for each section to add a product group, product type and product
  4. For each product you can specify the retail price, number of units in the package, cost and/or margin and a description (Optional). 
 
The set values can be changed when adding a product to a deal, so if you do not know what price to put, you can always put zero (0) and later set the price from the actual deal.
 
PS. If you have hundreds or thousands of products it can be a good idea to add products on a higher level. Example if you sell thousands of the same type of product you could add products called “Product up to 50€”, “Product 50-100€” etc. instead of adding each individual product.

How to change default values

In 20NINE there are many values in dropdown etc. that are predefined. These can of course be changed to suit your individual business.
 
How to change
  1. Click on the Settings icon (Cogwheel) in the main menu
  2. Click on Company settings and “Default values”
  3. For Company/Contact types, Contact relationships, Categories, Focus etc. click on the dropdown arrow to see the default options
  4. To add a new, click the green plus sign and add your option
  5. To edit/delete an existing, click on the three dots to the right side of the option
 
To change to your local currency, check the “Data” section at the top right corner and select your local currency.
 
What is focus? Focus is a unique thing for 20NINE that is utilised on Reminders and Meetings. It is a way to predefine focus areas that reminders and meetings are about to 
 
  1. Harmonise the terminology internally
  2. Simplify and reduce the need for notes to understand what a Reminder or Meeting is about
  3. Make it easier to search/group/filter reminders and meetings with specific focus areas
For each focus area you give it a name (displayed in lists) and a description that tells the user more details about the focus (reduces the need for notes). 
 
The description is displayed in the lists when you put your mouse pointer above the focus name. 
 
What about Industries on companies and contacts? The default Industry list in Salesbox is the same that is used by LinkedIn. If you want to add a new industry to that list, you do that from the Add/Edit company or contact popup forms.
 
Just type the name of an Industry in the Industry data field in the company/contact popup form and the matching choices will be displayed in a dropdown. If no matches are found the new Industry name you typed will be saved to the list and be available for the next time someone type in any Industry field.
Step 5 (2 min) - Automatic logging of dials and calls

How to track dials and calls with 20NINE

If you call your contacts from 20NINE’s app for Apple or Android phones the dials and calls will be tracked automatically.
 
This means that: 
  • The dial and calls will be added to the communication log on each Contact and aggregated on each Company.
  • It will be clear who called a contact/company, when and how long the call lasted
  • You get popup questions after the call to easily document the call or schedule a task to call back later
  • The dials and calls are added to the stats in Insights so you can see how many dials and calls that have been done for a specific day, week, month, quarter etc. for yourself or a colleague.
 
Dial or call, what is the difference? A dial in 20NINE is when the contact does not answer or if the call is shorter than 10 seconds.
 
The tracking of dials and calls combined with the sync of emails from Office 365 or Google gives a good view of the communication your company has had with each individual contact and company.
 
PS. You can also send SMS/Text messages from the 20NINE apps. Any sent SMS will also be added to the communication log and can be read directly from the log.

Real time notifications in 20NINE

20NINE sends notifications to remind you of reminders and meetings. 
 
20NINE also send notifications in real time to notify you for many other relevant things like: 
  • When a colleague has won a deal
  • When a contact has opened or clicked on one of your personal mass emails
  • When you get added to something, example you get a Reminder from a colleague
  • When something relevant happens to the contacts, accounts or deals you are responsible for
 
The notifications are sent to your phone if you have 20NINE’s app installed on your phone. 
 
The notifications are also displayed in real time inside 20NINE’s web application, if you are logged in to 20NINE when it is sent.
 
If you prefer to not get real time notifications on the web you can change to only get the latest notifications each time you actively login to 20NINE. This can be set from My settings / “Personal” page. 
 
PS. Notifications makes 20NINE a great tool for collaboration, example sharing tasks. Instead of sending an email to request help, you can delegate a task to a colleague instead. Then it becomes less risk that the task falls through the cracks.
Step 6 (5 min) - How to use the pipeline, customise the pipeline and setup new pipelines

Multiple pipelines

With 20NINE you can add multiple pipelines and also choose from four different types of pipelines.
 
Combine that with 20NINE time period filters and you will get an extremely clear view of what you need to focus on for any given time period.

The 3 parts of the 20NINE pipeline

The 20NINE Pipeline consists of three separate parts:
Prospects: Here you place prospects that you have not yet qualified. Which criteria apply for a prospect to be qualified is something we strongly recommend that you discuss internally and also document so everyone internally knows what it means. When s specific prospect meets the criteria to be qualified, it should be converted to become a deal. In the Insights section you can then track how many prospects you convert to deals during selected time periods (The prospect part of the pipeline is only recommended for those who have long sales cycles, for short sales cycles it is more efficient to enter the prospects as deals directly)
Deals: Deals are the prospects that meets the criteria you set for a prospect to be qualified. These deals are worked on from the predetermined pipelines (that you set up) to get to a point when you win or lose the deal. When a deal is set as won or lost, it is removed from the current pipeline and moved to Orders.
Orders: In this section you will find all the won and lost deals. You can also filter your orders on time, won / lost etc.

How to use the stage based pipeline

The type of pipeline that we called stage based pipeline is probably the one you are most used to.
 
You move your deals forward by grabbing the deal and dragging it to the stage you want to put it.
 
This type of pipeline can be created in two versions:
  • Automatic progress: The progress (%) is decided by what stage the deal is added to. This is the default model you see when you login the first time.
  • Manual progress: You can also choose to copy this pipeline or create a new pipeline where the progress is set manually. This is usually preferred where each deal is unique.
 
To open a deal, just click on it and it will appear in the right side panel. 
 
Activity based pipelines / processes
20NINE also provide another type of pipeline model where you instead of moving the deals through stages check activities as they get done. This model also come with automatic and manual progress.
 
IMPORTANT TIP 1:
Many companies struggle with deals that have old dates or that the pipeline always display all deals, regarding of when they close.
 
In 20NINE we therefore recommend to start using the Closure date as the date for next action. Next action could be the next meeting, the next follow up call/email, an important date like last day to send the quote etc. 
 
When combining this with using the week period as the primary time period it becomes very clear what deals to take action on for each week.
 
IMPORTANT TIP 2:
Instead of only using one pipeline you can copy the existing one you’ve got from 20NINE to get one pipeline per industry your work with, one per geography you operate within or one per part of your portfolio or like some of our users do one for new business, one for existing customers and one for renewals.
 
PS. If you click on anything in the right side panel (Company name, contact name, reminder, meeting etc.) then the card for that object open as a new layer on top the deal. You can continue to click in the next view as well and to go back, just click on the X at the top right corner.
 
This type of navigation is available in the whole system, so you never need to switch section to drill down in the details.

How to add products

When you add a new deal or order, you must specify what it is you are selling.
This is done by adding product rows to the deal. Each product row tells you which product group, product, number of units price per unit, total sum etc.
You can add how many product rows you want per deal and the total value of the deal will be the sum all added product rows.
You can also decide which columns you want to see in the product row form.
PS. The purpose of working with product rows on deal and not writing in the deal as a free text description with a total sum is that you should be able to easily search and identify what companies and contacts that have purchased different parts of your portfolio or identify those who have a certain part of your portfolio in the pipeline. Predefining products and working with product rows also gives you the opportunity to get valuable statistics on your products sales, such as which products takes less time to sell, are most profitable or generate the largest deals etc. This can be seen from the Top Lists part of the Insights section of 20NINE.

How to copy, edit and create new pipelines/processes  

It is really easy to copy, edit or create new pipelines/processes in 20NINE.
As said in the previous section adding many pipelines will create a better overview of your overall pipeline.
How to customise the main menu and start page
  1. Click on the Settings icon (Cogwheel) in the main menu
  2. Click on Company settings and “Default values”
  3. Click the plus sign above the process table to add a new process/pipeline
  4. Click the three dot button to the right of a process to edit the name or copy the pipeline/process.
For more details read the instruction article or watch videos.
PS. The pipeline/process can’t be longer than 20 characters, if you copy one that has a long name, please shorten the name before you copy it.
Read instruction article: How to set up new pipelines
Step 7 - How to search, mass update, add call lists and export data

Structure makes you efficient

Working with many contacts, companies and deals in long lists can be hard and time consuming. Therefore it is vital to be able to search and mass update in efficient ways to not get stuck in cumbersome administration.
This step’s topics will therefore cover how to search, mass update, export and create call lists.

How to search in 20NINE

There are two ways to search in 20NINE
  • Free text search (search bar at the top of each list)
  • Advanced search (Click on the magnifier glas with a plus sign)
Free text search
The free text search allow you to search for the contacts name, account name, phone and email. 
Just type what you want to search for and hit enter key or click the search icon in the search bar.
To reset the search and get the full list back, do this: 
  • Empty the search bar and click enter
  • If you have a search word, click the x button inside the search bar
Advanced search
If you want to search on anything else than what is covered by the free text search or if you want to combine several search criteria (e.g. all contacts in a city AND within a specific industry) then you should use the advanced search panel.
Open the advanced search
  1. Click on the magnifier glass icon above the list
  2. Select a data value (standard or custom field data) from the “Field” dropdown that you want to search for
  3. Click on “Operator” dropdown and select operator
  4. Add the data value you want to search for
  5. Potentially click AND or OR button to add a search criteria
  6. Click search button
If you want you can save a search and reuse later as a quick search in the “Saved searches” dropdown. You can also click the “Share” button to share a search with other colleagues, then the search will appear in their “Saved searches” dropdown.

How to mass update, create a call list & export to MS Excel

In 20NINE you can also mass update and export to Excel, from any section. This regardless if you have performed a search or not.
To open the mass action icon bar, mark minimum one object in a list and click on the 3 dotted button that appears next to the mark all check box.
What mass actions are available
  1. Send personal mass emails
  2. Change responsible user
  3. Export to a Mailchimp audience/list
  4. Create a call list
  5. Delete
  6. Mass update data fields (Standard data fields or custom data fields)
In some sections there are section specific mass actions:
  • Contacts: Mass add prospects, deals or orders 
  • Companies: Mass add prospects
  • Reminders: Set reminders as done
  • Prospects: Set prospects as done
  • To assign sections: Assign to me or assign to another user
How to create a call list
Mark the contacts you want to add to a call list and open the mass action icon bar as described earlier. Click on the phone icon. Now you can choose to add them to an existing call list or create brand new call list.
How to export to MS Excel
Mark the contacts you want to add to export and open the mass action menu as described earlier. Click on the “Export to excel” option.
PS. If there are 30 or less objects in your list you will receive the file directly, if you have more than 30 objects you will receive an email when the file is ready to download. The file will be available for download during 24h. 
The file also includes all standard data fields and your own added custom data fields.
Step 8 (10 min) - Configure your own data fields and categories

Become even more efficient with a customised information structure

When working with many contacts, companies and deals it can over time become a nightmare to manage all information. 
In the previous academy step we talked about searches as a vital part to find the right segments. 
When dealing with large volumes of data it can sometimes be good to extend the data structure to make it easier to identify/search for specific segments.
Therefore, in this session, we will teach you how to setup your own data custom fields and what you also can do with them.

How to set up your own data fields / categorisations

By adding your own custom data fields it will become easier to manage large amounts of data (deals, companies, contacts). It will also be easier to create call lists, perform mass updates, send personal mass emails etc. since it will save a lot of time to identify specific segments.
Image that 20NINE is your warehouse of contacts and that each responsible user has it’s own shelf. From that shelf they regularly want to open specific virtual drawers to target with personal mass emails, add to a call list etc. This is where custom fields comes handy.
Where do I add custom fields
  • Click on the settings icon (Cogwheel) in the main menu
  • Select Company settings and the option “Custom fields”
  • Click on the preferred object you want to add a custom data field to (Company, contact, deal etc.)
What data fields can we add?
  • Text fields (possible to limit how many characters can be added)
  • Text boxes (possible to limit how many characters can be added)
  • Number fields (possible to limit how many digits/decimals can be added)
  • Dropdown (possible to set preferred amount of choices and set the field as multi/single choice)
  • Check boxes (possible to set preferred amount of choices and set the field as multi/single choice)
  • Date (possible to set preferred date format)
  • URL (possible to choose different predefined types of URLs like LinkedIn, Facebook, Skype etc.)
  • Hashtag (possible to choose what product groups that should be available as hashtags)
Where do I add the hashtag options 
You add the hashtag options in the product directory. Any product in the directory is available as a hashtag. You can also create a special product groups called “Tags X”, “Tags Y” etc. and a product type called “Tag”.
When you add a new product/hashtag option you do it in the same way as adding a new product, it is just that you set the price. number of units and cost to zero.
How to go to products section:
  1. Click on the settings icon (Cogwheel) in the main menu
  2. Select Company settings and the option “Products”
  3. Click on the plus sign for group, type and / or product depending on what you want to add

How to use custom fields

The custom fields you have added to an object will be available in the right side panel. You can add and update the custom data fields as any other data fields.
The custom data fields are also 
  • Available in the advanced search panel 
  • Added to the Excel export files
  • Available as choices in the import matching drop-downs
This means you can add and work with any categorisation/data structure you want and that really suits your needs.
Step 9 - KPIs and reports

Track your KPIs

After some period of usage you probably want to start tracking your most important KPIs.
 
This is the last academy step and it will go through what different types of dashboards and KPIs you can track in 20NINE.

How to check the performance and KPIs

The Insights section in 20NINE is the primary location you go to track your own, your colleagues or the entire company’s performance.
 
Activities
This activity dashboard focuses on how many dials, calls, meetings, prospects, deals etc. that has been performed or added during the selected time period. For dials and calls to work you need to make your phone calls from 20NINE’s mobile apps.
 
Select chosen time period on the top and also what user/unit/company level you want to check in the user filter in the system header (depends on the logged in user’s user rights).
 
Sales
The sales dashboard focuses sales metrics like number of active deals, won/lost deals, gross/net value of the pipeline, how many deals you are missing to reach the target etc. All for the selected time period.
 
Select chosen time period on the top and also what user/unit/company level you want to check in the user filter in the system header (depends on the logged in user’s user rights).
 
Top 5 lists
The top list dashboard gives your TOP 5 Companies, Contacts, Users and Products from a pre-set number of KPI choices like sales, deal time, deal size etc.
 
Select chosen time period on the top and also what user/unit/company level you want to check in the user filter in the system header (depends on the logged in user’s user rights).
 
Own diagrams
The option called dashboard is where you can create your own curve diagrams, pie charts or column diagrams to track sales, activity levels etc. You can compare different time periods, different users etc.
 
This part of the system also refresh itself every five minutes. Therefore many 20NINE users have this dashboard on a big screen in the office to make it more visible how colleagues, units or the entire company perform.
 
Excel reports
This section lists many different Excel reports that you can both preview and download.
 
Select a time period on the top and also what user/unit/company level you want to check in the user filter in the system header (depends on the logged in user’s user rights).

Stats from the pipeline

In 20NINE’s pipeline you can also get KPis like Pipe progress, target fulfilment, win ratio and how many more deals you need to add before a specific date to be able to reach the sales target.
 
You can also use the advanced search to identify the value of your pipeline for specific products, product groups or product types.
 
If you need to share the pipeline information with people outside 20NINE you can always export your pipeline to excel. Same for all your closed orders.