Dynamic Contacts and Touchpoint Tracking

Dynamic Contacts is an intelligent system built into Bearish OS CRM that automatically tracks and updates interactions (or touchpoints) between users and their contacts, companies, and deals. This system allows users to maintain a centralized and detailed record of all touchpoints, ensuring that CRM data stays up-to-date and enriched with real-time insights. Dynamic Contacts offers a seamless way to manage relationships by providing a complete history of every interaction, from emails and meetings to file shares and messages, across all Bearish OS Centers.

Key Features of Dynamic Contacts and Touchpoint Tracking

1. Centralized Contact Management

   • Unified Contact Records: Dynamic Contacts ensures that all contact information is centrally managed within Bearish OS CRM. Every touchpoint, regardless of the Bearish OS Center it originates from (Video, Messaging, Calendar, etc.), is logged and associated with the relevant contact.
   • Comprehensive Interaction History: Each contact's interaction history includes details on emails, messages, meetings, tasks, file views, and more. This allows for a clear overview of the relationship with the contact, improving follow-ups and collaboration.
   • Touchpoint Metadata: Every touchpoint contains key metadata, such as timestamps, the method of interaction (email, call, meeting, etc.), and the total time spent on the interaction, providing deep insights into how relationships develop.

2. Automatic Touchpoint Creation

   • Dynamic Updates: Each time a user interacts with a contact or company through Bearish OS (e.g., sends an email, holds a meeting, or shares a document), a new touchpoint is automatically created or updated in the contact’s profile. This eliminates manual data entry and ensures that CRM records remain accurate and current.
   • Real-Time Syncing Across Centers: Whether you're using the Video Center, Messaging Center, or Calendar, all interactions are logged in real time and synced with the CRM, providing a unified view of all touchpoints.
   • Touchpoint Types: Bearish OS automatically tracks various types of interactions, including:
     • Email Exchanges: Log when an email is sent or received, and track how long it was viewed.
     • Meetings & Calls: Capture meeting start and end times, participant details, and meeting notes.
     • Messages: Record every message sent via Bearish OS Messaging Center, including rich message details.
     • Tasks & Projects: Track task updates, project milestones, and any actions related to the contact.

3. Detailed Interaction Logs

   • Timestamp and Duration Tracking: Each touchpoint is time-stamped with the exact moment the interaction occurred and logs the duration of the interaction. For example, a meeting will display when it started, ended, and how long it lasted, while an email touchpoint will note the total time spent reading the message.
   • How the Interaction Was Added: The system logs how each touchpoint was added to the contact's record. This could be manually added by a user, automatically recorded by BEBA AI, or captured via integrations like booking links or external calendar events.
   • Cumulative Time Spent: Bearish OS calculates and displays the total time spent on interactions with each contact. This helps users understand how much effort and time have been dedicated to managing relationships, providing insights into high-value contacts.

4. AI-Powered Enrichment

   • Automated Contact Updates: BEBA AI automatically enriches contact details with data sourced from interactions and external APIs. For example, a contact’s role or company might be updated based on email signatures or LinkedIn profiles.
   • Contextual Insights: BEBA AI will eventually offer contextual insights based on touchpoint data, such as suggesting the best time to follow up, detecting key patterns in communication, or identifying valuable connections based on frequency and type of interactions.
   • Touchpoint Classification: BEBA AI helps classify and tag touchpoints with relevant labels, such as @meeting, @decision, or @task, ensuring that all interactions are organized for future reference.

5. Cross-Center Integration

   • Unified Touchpoints Across Centers: Every interaction in Bearish OS—whether it’s from the Video Center, Workspace Center, Messaging Center, or Calendar—is funneled into the CRM as a touchpoint. This provides a holistic view of each contact’s engagement across the entire platform.
   • Multi-Channel Logging: Users can interact with contacts across multiple channels (e.g., email, video calls, task assignments), and all these touchpoints are automatically centralized in the contact’s record.
   • Dynamic Contact API: Bearish OS offers a flexible API for each center to submit interaction data to the centralized CRM. This ensures that every interaction, regardless of where it originates, is tracked and enriched with relevant metadata.

6. Touchpoint Filters and Reports

   • Filtering Touchpoints: Users can filter touchpoints by type (meeting, email, task, etc.), date range, or interaction length. This allows users to focus on specific types of interactions or see all recent communications with a contact.
   • Custom Reporting: Generate custom reports that show how often you’ve interacted with a specific contact, how much time was spent on communication, and which Bearish OS Centers were used most frequently. These insights are useful for relationship management and strategic planning.
   • Touchpoint Analytics: In the future, Bearish OS CRM will offer analytics that visualize the frequency of interactions, top contacts by time spent, and deal conversion rates tied to specific touchpoints.

7. Manual Touchpoint Management

   • Manual Touchpoint Creation: Users can manually add touchpoints to a contact’s record when necessary. This is helpful for logging offline interactions, such as phone calls or in-person meetings that weren’t tracked by the system.
   • Editing Touchpoints: Existing touchpoints can be edited to reflect changes or add more details. For example, users can update the notes from a meeting or correct a time entry.
   • Touchpoint Notes: For each touchpoint, users can add notes summarizing the interaction, making it easy to recall key details during follow-ups or future interactions.

8. Enhanced Collaboration with Touchpoints

   • Shared Interaction History: Team members across Bearish OS can view the same interaction history, ensuring everyone is up-to-date on the latest communications with a contact or company. This is particularly useful for teams managing shared accounts or deals.
   • Role-Based Access: To maintain privacy and security, role-based access controls dictate which team members can view or edit touchpoints. For example, only authorized team members can view sensitive touchpoints like high-level negotiations or financial discussions.
   • Team Insights: Bearish OS will track which team member has the strongest relationship with each contact based on the frequency and type of interactions, offering insights for relationship management.

9. Touchpoint Visualization

   • Timeline View: The touchpoints for each contact can be visualized in a timeline format, showing a chronological view of all interactions. This provides a clear and intuitive representation of the relationship's evolution over time.
   • Activity Heatmaps: Future updates will include heatmaps that show peak activity periods for each contact, helping users identify when their engagements were most frequent or intense.

10. Integration with External Systems

• Outlook and Gmail Integration: Bearish OS CRM automatically captures email communications with contacts, adding them as touchpoints without requiring manual input.

• Slack Integration: Bearish OS CRM integrates with Slack, capturing all relevant messaging touchpoints and activities, allowing seamless communication tracking within the CRM.

• Box Integration: Automatically log file interactions such as uploads, downloads, and shares in Box as touchpoints in Bearish OS CRM.

• Outlook Drive and Calendar: Bearish OS CRM syncs with Outlook Drive and Calendar, allowing for real-time logging of file interactions and calendar events, ensuring all touchpoints are tracked and available within the CRM.

• Teams Messaging Integration: Capture all communications from Microsoft Teams within the CRM as touchpoints, including messages, calls, and meeting interactions.

• Jira and Confluence Integration: Bearish OS CRM connects to Jira and Confluence, logging tasks, projects, and document collaboration as touchpoints, enriching the CRM with detailed project management interactions.

• SAP Concur Integration: Track expenses and approvals from SAP Concur within the CRM, logging these activities as touchpoints for relevant contacts and companies.

• SAP SuccessFactors Integration: Sync employee interactions and HR-related touchpoints from SAP SuccessFactors, providing a comprehensive view of all relevant activities in Bearish OS CRM.

• External CRM Sync: Bearish OS can sync with external CRMs like Salesforce and HubSpot, ensuring that touchpoints logged in other systems are reflected in Bearish OS CRM for a unified view of customer interactions.

Benefits of Dynamic Contacts and Touchpoint Tracking

• Complete Relationship History: Every interaction with a contact is logged and stored, providing a complete picture of the relationship and ensuring that no key details are missed.
• Increased Efficiency: Automated touchpoint tracking reduces the need for manual data entry, saving time and ensuring accurate records.
• Actionable Insights: BEBA AI will eventually offer recommendations based on touchpoint data, such as identifying key decision-makers or suggesting optimal follow-up times.
• Improved Collaboration: Team members can easily access the same touchpoint history, ensuring a unified approach to managing relationships with contacts and companies.
• Real-Time Updates: Touchpoints are updated in real time across Bearish OS Centers, providing users with the most current information at all times.

Dynamic Contacts and Touchpoint Tracking in Bearish OS CRM offer a powerful system for managing relationships, ensuring that every interaction is logged, enriched, and accessible for strategic decision-making and enhanced collaboration.