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Deal Health - A Calculus Feature

An overview of the Calculus feature - Deal Health
S
Shreya Kulkarni
10 Jan, 2022 - Updated 6 days ago
Table of Contents
 

Introduction

The Deal Health feature is a predictive metric framework for your deals. It is a scoring system based on multiple deal prospects that enhance businesses, especially Sales. It empowers sales reps, managers, and operations to take control of the sales pipeline. 

Role of Deal Health in Sales

Deal health plays a significant role in Deal Management. Monitoring deal health helps you:  

  • To closely engage and find the causes for business outcomes.
  • To understand the deal flow and focus on potential customers.
  • Bring higher revenue by making incremental improvements every day.
  • Keenly monitor pipelines leading to higher conversion rates.

Deal Health In Vtiger CRM

Deal Health is one of Vtiger CRM’s Calculus AI features. To learn about Calculus AI in Vtiger CRM, click here.

Deal Health is a score from 0-100 indicative of the performance of a deal and a deal's chance of closing based on the closure patterns of previous deals. Vtiger Deal Health is a numeric result based on Engagement, Sentiment, Fit Score, and Deal Velocity scores with Calculus AI-based real-time analysis of a deal.

Note:

The Deal Health feature is available only for the Deals module.

Feature Availability

Deal Health

Paid

Paid

Free

Editions

Sales Starter

Help Desk Starter

Sales Professional

Help Desk Professional

All-in-One Professional

Sales Enterprise

Help Desk Enterprise

All-in-One Enterprise

Accessing the Deal Health Feature

The Deal Health feature is only available after you install the Calculus extension from the Extension store.

Follow these steps to locate the Deal Health feature in Vtiger CRM:

  1. Login to your CRM account.
  2. Click the User Menu.
  3. Click Sales.
  4. Look for Pipeline Management.
  5. Click Deals.
  6. Click any Deal Record

The Deal Health section is available on the top right part of the screen as shown above.

Understanding the Deal Health Feature

Vtiger CRM Deal Health is a scoreboard that is displayed for every deal in the CRM. It is symbolic of the performance and the probability to close a deal. Its resultant scores are based on the analysis of various Calculus factors.

Let us now understand different parts in the Deal Health section. 

 


Deal Health displays Deal Score, Predicted Close Date, Engagement Score, Sentiment Score, and Conversation Insights. Let us look at these in detail.

Deal Score

Deal Score tells you the probability of achieving the deal and is a measure between 0 to 100. This data is procured by the Calculus AI and is based on historical deals and the activities on the particular deal. Deal Score is based on the following:

  1. Engagement Score
  2. Sentiment score
  3. Conversation Timeline in Conversation Insights

The above factors are again based on touchpoints linked to the deal and the deal contact.

Note:

You can view all the Touchpoints by clicking Filters on the deal record.

 

Clicking the arrow displays the previous three Deal Scores as shown below allowing you to comparatively enhance the scores if required.

Note: Deal Score gets updated once every 24 hours.

 

Clicking the information symbol highlights the positive and negative aspects of the particular deal to understand the pros and cons of the deal and accordingly work towards enhancing the scores if required.

Predicted Close Date

Predicted Close Date is the expected closing date displayed when the project is likely to end. This date is procured by the Calculus AI engine which is based on the velocity of the particular deal and the historical deals.

Deal velocity score:

Deal velocity score is the time spent across all deal stages till the current deal stage versus the time spent historically for every deal stage.

Note: Stages of the deal can be viewed and changed under Change Status on the deal record as shown below.

 

Engagement Score 

Engagement Score is a quantifiable value that lets you know the level of interaction of customers. This value is based on the following factors:

  1. Number of Touchpoints By Channel in the current sales stage, versus the overall Touchpoints.
  2. Emails open and Email clicks versus the historical pattern. (including Email Campaigns).
  3. The number of Documents open, Document shares, and Document downloads versus the historical pattern such as:
  1. Phone calls inbound, Phone calls outbound versus the historical pattern
  2. Resolved cases and Unresolved cases.
  3. Meetings Held versus the historical pattern.
  4. Chats count.

Sentiment Score 

Sentiment score is a qualitative metric text evaluation based on the positive and negative feedback of customers. This value is based on the following factors:

  1. Average of last 10 engagement sentiments - Email (automated) + Phone call (manual) + Meeting (manual).
  2. Email sentiment is derived from text sentiment and not deal sentiment. Users can train the system by changing the sentiment assigned.
  3. Touchpoints.

Next Actions

The Next Actions section on the Summary View of a deal record displays a default list of other actions you can perform in order to improve the Deal Score.


Let us now look into the Conversation Insights section which opens on a new window.

Conversation Insights

Conversation Insights provides a detailed analysis of a particular deal record. 

Let us now understand different sections in the  Conversation Insights screen.

The below section displays the following:

1. The Competitors section displays the name and number of Competitors mentioned by the customer during the conversation for the particular deal.

2. The Sentiments section displays the number and type of Sentiments for the particular deal based on the interactions with the customer.

3. The Deals Score section graphically displays the Deal Score for the particular deal.

4. The Predicted Close Date displays the Predicted Close Date in the calendar view for the particular deal.

5. Conversation Timeline 

Conversation Timeline displays all the conversations that have taken place for the particular deal By Channel, Category, and Sentiment.

  • By Channel

Conversation Timeline by Channel displays the number and type of monthly conversations that have taken place for the particular deal via various conversation mediums such as Phone Calls, Email Campaigns, Chats, Documents, Meetings, and Web Activity. They are represented in different color codes as shown below.

For instance, let us consider Channel Emails. The color code for Emails is blue. Hence the vertical blue bars represent the email conversations that have occurred for the particular deal.

Clicking on a vertical bar will display the Channel, subject of the email, along with Other details and Sentiment if available for the same as shown.

Clicking on the email subject will direct you to the particular email conversation.

The same procedure is applicable to all the other categories such as Phone Calls, Email Campaigns, Chats, Documents, Meetings, and Web Activity.

  • By Category

Conversation Timeline by Category displays the categories such as Competitor, Feature, Playbook, Value, Pricing, Timeframe, and Other in the monthly conversations that have taken place for the particular deal. These categories are also color-coded as shown above. 

For instance, let us consider the Category Competitor. The color code for Competitor is blue. The vertical blue bars represent Competitors that were mentioned in the email conversations that have occurred for the particular deal.

Clicking each vertical bar displays the Channel, subject of the email, Other details, and Sentiment if available for the same. 

Clicking on the email subject will direct you to the particular email conversation and hence the specific Competitor for the same as shown above.

The same procedure is applicable to all the other categories such as Feature, Playbook, Value, Pricing, Timeframe, and Other.

  • By Sentiment

Conversation Timeline by Sentiment displays the Sentiments such as Positive, Neutral, and Negative in the monthly conversations that have taken place for the particular deal. They are also displayed based on the color codes shown above. 

For instance, let us consider the sentiment, Positive. The vertical green bars represent Positive sentiments in the email conversation that have occurred for the particular deal.

Clicking each vertical bar will display the Channel, subject of the email, along with other r details, and the Sentiment if available for the same.

Clicking on the email subject will direct you to the particular email conversation and hence the specific Sentiment for the same. 

The same procedure is applicable to the other two sentiments.

6. Touchpoints Summary



Touchpoints Summary displays the total number of Emails, Webchat, WebActivity, Cases, Calendar, EmailCampaigns, and PhoneCalls that were attended by people classified as influencers and decision makers for a particular deal.

Influencers, Decision Makers, etc are roles that can be assigned to the customers based on their contributions to the deal. Roles are assigned to the contacts mentioned on a  deal record.

7. By Owners 

The By Owners section displays the name and count of Emails, Webchat, WebActivity, Cases, Calendar, EmailCampaigns and PhoneCalls sent out by a specific executive.

This completes the Conversation Insights section.

Note:

  • Emails are processed within 5 minutes.
  • Call processing is also initiated within 5 minutes, but it could take double the call time to process it.
 

The Calculus Deal Score Factors

Lets us understand the factors that Calculus considers to decide the Deal Score:

  1. All Touchpoints linked to the deal and the deal contacts
  2. Engagement Score across channels (Historical data is always on closed won/lost deals.)
  3. Deal velocity score
  4. Fit Score. Fit Score is computed based on a relative scale to the best industry, the best size, and the best region derived from historical data.
  5. Authority Score. Authority score is based on the number of Influencers, Decision makers, and other contact roles involved and is derived from historical data.
  6. Tasks Completed Score derived from historical data
  7. Sentiment score

Follow these steps to view Deal Score factors:

You can view Deal Score factors from the Detailed View of the Deal record.

  1.  Click the Details icon on the right corner of the screen to go to the Detailed View of the Deal record.
  2. Click the Expand button to view the expanded version of the same as shown below.
  3. Select Calculus section to display the Deal Score factors calculated by Calculus.  
  4. You can now view all the Calculus Deal Score factors for the deal record.



 
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