TABLE OF CONTENTS
Contacts
Reach Contacts can be any individual with whom you have contact with (both proactive and reactive). You can organise your contacts by categorising them into Contact Types. Contacts can be linked to Subjects, Releases, Enquiries and Projects.
Contact Type
Contact Types help you to organise, categorise and filter your contacts.
- Examples of Contact Types include Reach Admin / Internal Client / External Client / Charity Group / Internal Stakeholder / External Stakeholder
When adding a contact on Reach, you can select a Contact Type to assign to them. Here you can add and manage the different Contact Types that you can select from when adding contacts on Reach.
Enquiries
Reach allows you to easily record and monitor all enquiries - this includes the ability to record responses, further follow-up and related interactions for each enquiry.
Enquiry Type
Enquiry Types allow you to organise, categorise and filter your enquiries. You can pull off reports and charts on the number of enquiries for each Enquiry Type. You can set these up to organise your enquiries however way you like.
- Examples of Enquiry Types could be how the enquiries were made, so E-mail / Telephone / Face-to-Face, or you could have Positive / Neutral / Negative
When adding an enquiry onto Reach, you can select an Enquiry Type to assign to it. Here you can add and manage the different Enquiry Types that you can select from.
Response Method
Response Methods allow you to record the method that was used for a response or interaction to an enquiry (i.e How did you respond?).
- Examples of Response Methods could be E-mail / Phone / Letter / Social Media
When logging a response or additional interaction to an enquiry on Reach, you can select a Response Method to assign to it. Here you can add and manage the different Response Methods that you can select from.
Response Outcomes
Response Outcomes allow you to record the outcome of a response to an enquiry (i.e What was the outcome?). You can pull off reports and charts on the number of enquiries for each Outcome.
- Examples of Response Outcomes could be Information Provided / Statement / Meeting
When logging a response to an enquiry on Reach, you can select an Outcome to assign to it. Here you can add and manage the different Response Outcomes that you can select from.
Enquiry SLA
Enquiry SLA allows you to determine the default deadline date applied when adding enquiries on Reach. You can filter your enquiries list by deadline. This can always be manually changed on an enquiry if a specific enquiry has a longer or shorter SLA.
This is automatically set to a 48 hour turn around time, but can be changed as you prefer by either:
- Enquiry Default SLA (Hours) - specify the number of hours away from when the enquiry is added
- Deadline Time - specify a specific time as the deadline. If the enquiry is added before this time has passed, the date will be set as the same day. If the enquiry is added after this time has passed, it will be set to tomorrows date.
- If you set the deadline time as 5:30 and you add the enquiry at 5:45, the deadline will be set as 5:30 the next day
Subjects
Reach Subjects can be used to identify campaigns, topics, priorities, campaigns, etc. about which you are communicating. Subjects can be linked to Enquires, Releases, Events and Projects.
Subject Type
Subject Types allow you to organise, categorise and filter your subjects (ie. What's the nature of the Subject?).
- Examples of Subject Types include Annual Campaign / Briefing / Onboarding / Emergency Response / Reactive Campaign / Legislative Changes
When adding a new subject on Reach, you can select a Subject Type to assign to it. Here you can add and manage the different Subject Types you can select from.
Releases
You can use the Releases functionality to send out bulk e-mail communications to groups/contacts/organisations. Releases can be linked to Enquiries.
Release Category
Release Categories allow you to organise, categorise and filter your Releases (i.e. Types of releases). You can pull off reports and charts on the number of releases for each Category.
- Examples of Release Categories include Sales / Client Communications / Press / Onboarding
When creating a new release on Reach, you can select a Release Category to assign to it. Here you can add and manage the different Release Categories you can select from.
Calendar
The Calendar allows you to log, manage and have an overarching view of Events and Projects.
Event Category
Event Categories allow you to organise, categorise and filter your Events (i.e Types of events). Event Categories can be set-up with their own colours, so that events will show in the calendar with the colour set for their assigned Event Category. You can also filter your calendar view by Event Category.
- Examples of Event Types include Conference / Meeting / Webinar / Press Release
When creating a new event on Reach, you can select an Event Category to assign to it. Here you can add and manage the different Event Categories you can select from.
Label
Labels allow you to have additional options to organise, categorise and filter your events and projects. You can set these up as an additional way to filter your events and projects however you like. You can also filter your calendar view of events and projects by Labels.
When creating a new Project or Event, you can select multiple labels to assign to it. Here you can add and manage the different Labels you can select from.
Others
Portfolio
Portfolios can be linked to Projects, Subjects, Events and Enquiries, allowing you an additional way to organise, categorise and filter. You can use this to indicate the related service area, departments etc. You can filter your projects, subjects and enquiries by Portfolio. You can also pull off charts and reports on the number of projects and enquiries for each Portfolio.
- Examples of Portfolios include Internal Communications / General Services / External Communications / Digital Innovation
When adding a Project, Subject, Event or Enquiry, you can select a Portfolio to link to it. Here you can add and manage different Portfolios you can select from.
Teams
Teams can be linked to Subjects and Enquiries, allowing you to record the relevant Team (i.e Which team is overseeing this?).
- Examples of Teams include Legal Services / Digital / Comms
If you'd like Teams set-up on Reach, please contact support at [email protected] for us to set these up for you.
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