Back in 2013, when I was running my own digital marketing consulting practice, I built and launched a new CRM for OC Kickboxing & MMA. The company was medium-sized, with a few dozen staff and had 700+ active members, and was looking to expand. I created this CRM, complete with automated marketing and sales functions that included lead scoring and hundreds of custom marketing messages and sales automations. It was integrated with offline collateral providers that sent mailers and other requested media to the lead. We also integrated the CRM with a company intranet/portal for seamless operations across departments. It took the company completely paperless, as well. This system tied beautifully into our suite of landing pages and collected multiple data points for each lead, allowing the sales team to easily follow up and convert the lead into a new member. Authored by Nathan W. Ross.

1. USER MANUAL
Created for OC Kickboxing & Mixed Martial Arts
last updated 9.12.2013
v1.4
for

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TABLE OF CONTENTS
INFUSIONSOFT & THE *NEW* COMPANY PORTAL
WHAT IS INFUSIONSOFT? ................................................................................................................4
WHO MANAGES INFUSIONSOFT?.......................................................................................................5
HOW TO ACCESS INFUSIONSOFT ........................................................................................................5
WHAT IS THE PORTAL? ....................................................................................................................5
HOW TO ACCESS THE PORTAL ...........................................................................................................6
INFUSIONSOFT SUPPORT
HOW TO ACCESS INFUSIONSOFT SUPPORT...........................................................................................6
PAGE HELP FEATURE........................................................................................................................7
THE INFUSIONSOFT USER GUIDE ........................................................................................................7
THE INFUSIONSOFT VIDEO TRAINING LIBRARY ......................................................................................7
THE INFUSIONSOFT GLOSSARY...........................................................................................................7
INFUSIONSOFT BASICS
BASIC NAVIGATION ........................................................................................................................8
THE “MY DAY” PAGE .......................................................................................................................9
THE DASHBOARD PAGE..................................................................................................................10
THE INBOX & MAILING PLATFORM...................................................................................................11
TAGGING 101.........................................................................................................................11-13
CONTACTS ..................................................................................................................................14
WHAT IS A CONTACT? ...................................................................................................................14
WHAT’S IN A CONTACT PROFILE?................................................................................................14-15
ADDING A CONTACT......................................................................................................................15
HOW TO ADD NOTES TO A CONTACT RECORD.....................................................................................16
RUNNING & SAVING CONTACT SEARCHES.....................................................................................16-17
OPPORTUNITIES...........................................................................................................................18
WHAT IS AN OPPORTUNITY?...........................................................................................................18

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VIEWING OPPORTUNITIES ..............................................................................................................19
SEARCHING, FILTERING, & SAVING OPPORTUNITIES .......................................................................20-21
ADDING OPPORTUNITIES................................................................................................................21
THE INTERNAL LEAD CYCLE
THE LIFETIME OF A LEAD: THE LEAD CAMPAIGN LIFECYCLE ...................................................................22
A TYPICAL CAMPAIGN FLOW FOR A PROSPECT ...............................................................................23-24
SALES PIPELINE & OPPORTUNITIES
EXPLAINING THE OPPORTUNITIES PIPELINE ........................................................................................25
EXTERNAL, TABLET-BASED SMARTWAIVER FORMS
OUR DIGITAL FORMS, POWERED BY SMARTWAIVER ............................................................................26
HOW TO ACCESS THE DIGITAL FORMS...............................................................................................27
HOW THE DIGITAL FORMS WORK.....................................................................................................27
SALES PROCEDURES
MOVING THE LEAD THROUGH OPPORTUNITY STAGES .....................................................................28-29
OVERVIEW: TASKS (MANAGING & ADDING).................................................................................29-30
OVERVIEW: NOTES & ADDING NOTES .........................................................................................30-31

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INFUSIONSOFT & THE *NEW* COMPANY PORTAL
What is Infusionsoft?
Infusionsoft is software which helps small business grow by automating their sales and marketing
processes with the integration of a Customer Relationship Management (CRM) system. They are the
leader in the emerging category of small business “Marketing Automation” software with over 7,000
companies using their system.
The most important aspect of Infusionsoft is its ability to automate processes, reducing staff time
With Infusionsoft, you are able to create a “customer experience” based on your contact’s behavior and
profile. Many people refer to this as lifecycle marketing. The end goal, of course, is to get more leads,
nurture the leads more effectively, and grow Sales while automating as much of this process as possible.
Here are some basic highlights of the capabilities of Infusionsoft:
 You can use Infusionsoft to run the back-end customer relations portion of your business by
tracking leads (opportunities), managing a sales force, assigning contacts to sales people,
creating tasks, reminders, etc. Basically, it automates the management of your sales force to
track leads and prospects and move them through your sales pipeline.
 Infusionsoft has a very powerful and flexible email management system. You can send solo
email broadcasts to virtually any imaginable segment or combination of segments of your
contact list. (This is one of the powerful benefits of “tagging” contacts based on behavior.)
 Infusionsoft’s Campaign Builder allows you to rapidly create and roll-out sophisticated email
marketing sequences based on your contact’s preferences.
 You can easily see what your leads are doing on site and respond to them accordingly. For
example, if Contact A opted in for your free report but never downloaded it, you can follow up
with a series of timed emails reminding him to click on the download link, offer a different
report, etc. Similarly, if Contact B purchases a product, you can automatically ask for feedback,
offer discounts on related products, schedule a one-on-one call, etc. The possibilities are
practically limitless.

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How to Access Infusionsoft
In order to access Infusionsoft, you’ll need a unique user account, which can be requested from the
Infusionsoft Admin (Nathan W. Ross). Passwords and account details should never be shared or
discussed with anyone other than your Manager or the Admin.
You can log into your Infusionsoft account here:
https://nz134.infusionsoft.com/Admin/home.jsp
Who Manages Infusionsoft?
(Kru) Nathan W. Ross is the acting Administrator for Infusionsoft. Any types of issues, requests,
questions, etc. should be directed to him:
Nathan W. Ross
c. 714.698.9525
s. nathanwross
e. nathan@nathanwross.com
Send Infusionsoft-related requests for upgrades to the system, suggestions for improvement, etc. to the
Suggestion Box, which will send the request directly to Nathan.
What is the Portal?
We’ve created a “Portal” to be used by staff, which allows quick access to the following:
 Digital versions of our forms: Consultation Form, Enrollment Agreement, New Student
Checklist
 Link to ockickboxing.com
 Link to ockmma.com/promo/ (where our personalized 30 Day offers live)
 Infusionsoft Staff Requests (a.k.a., the Infusionsoft “Suggestion Box”)
 Infusionsoft Login
 This manual

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How to Access the Portal
In order to access the portal, you’ll need a user login in password, which can be requested from your
Manager. Passwords and account details should never be shared or discussed with anyone other than
your Manager or the Admin.
You can log into the Portal here:
http://ockickboxing.com/ockpanel/index.php
INFUSIONSOFT SUPPORT
How to Access IS Support
Infusionsoft offers user support via chat, phone, and email:
Technical Support—US & Canada:
Phone: 1.866.800.0004 ext. 2
Hours: Mon – Fri 7 AM to 5 PM (Pacific Time)
Use the form on this page to email them directly:
http://www.infusionsoft.com/contact

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Page Help Feature
If you ever have a general question about a page, or particular question about an element of a page, you
can always click the Page Help feature to learn more.
To locate the Page Help feature, click here when logged in:
The Infusionsoft User Guide
Learn how to master Infusionsoft with the User Guide. Pick a category to learn more about or search for
articles by topic.
The Infusionsoft Video Training Library
Learn how to master Infusionsoft through Training Videos located here!
The Infusionsoft Glossary
This is a Glossary of all terms related to Infusionsoft, should you not know what a particular term means
within the system.

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INFUSIONSOFT BASICS
Basic Navigation
You should know a few basic things when it comes to accessing navigating the main areas of
Infusionsoft:
 Tools
 Recently Viewed
 CRM
 Your Profile
 Help & Support
Those items are located here, in the User Toolbar of the upper right hand corner of the page:
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Also, the CRM area of Infusionsoft is where all of the leads and member profiles live:

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“My Day” Tab
The My Day page was designed for sales reps on small teams of 2 to 5 people. The My Day page
consolidates tasks and appointments onto one page; this eliminates the need to jump around the
application to perform tasks. Now, sales people can focus on one area of Infusionsoft to perform their
daily activities. The left panel contains tasks and appointments. The large panel to the right shows you
the details of the tasks and appointments you select from the left.
As a user of Infusionsoft, you can log in daily and use the “My Day” page to get a quick view of your
days’ work and projected tasks.
For more information, see the User Guide My Day page.

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Dashboard Tab
Each user in each department has a different user dashboard, which can be modified by the user to
create any stats they’d like to see based on Saved Reports and/or Saved Searches of Contacts and/or
Opportunities.
When you sign in to Infusionsoft, you will see your home page dashboard. You can add reports and
activity widgets to create a custom, user-specific dashboard. The home page dashboard should display
the information you need and provide direct navigation links to specific role-related lists and reports.
For more information, see the User Guide Dashboard page.

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The Inbox & Mailing Platform
You may want to send email from your Infusionsoft account to a Contact or other person. This is when
you would use the internal Infusionsoft-based email client, which will include your Infusionsoft
signature, etc. Emails sent from the Infusionsoft email client will be recorded in the Contact’s history as
well.
Tagging 101
Tags help us divide our Contact database into very specific lists so that we can send them relevant
messages based on their interests and interactions with us. Tags can be applied manually, or through an
automated action. You can add a tag manually in the tag section, or create them on-the-fly in the
campaign builder or on the contact record.

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Most all of Contact tags are applied and removed from the Contact’s record automatically by
Infusionsoft, making it very easy for us to Search for groups of people based on their lead status,
program name, place in the Sales Pipeline, answers from our digital forms, 30 Day Pass status’ etc…
Tags are an integral part of our Lead and Member Management through Infusionsoft. Be sure to pay
attention to them as they tell exactly who a person is and where they’re at in terms of being sold and
upsell status.
There are many types of tags (as seen below) which can be applied, removed, and added to a Contact:

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For more information, see the User Guide Tag Management page.

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CONTACTS
For more information about Contacts, see the User Guide Contacts Overview page.
What is a Contact?
Infusionsoft is a Contact-centric system. A Contact could be defined as a lead, member, or archived
Contact within our legacy CRM systems.
Communications, appointments, tasks, activity history and more are attached to individual contact
records. Each contact record stores the demographic, behavioral, and transactional information you
need to segment the people in your system into different groups and to make contact with them
appropriately. We use this information to guide personal interactions as well as send targeted automatic
follow up.
For more information, see the User Guide Contact Record Overview page.
What’s in a Contact Profile?
The contact record is divided into two tabbed sections:
The top row of tabs stores general contact information and specific details about the person, like
address, birth date, and more. These details are stored in the standard Infusionsoft fields and we have

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other custom tabs that you’ll want to view as well such as “Lead Info”, “Consultation Info”, and
“Member Info”.
The bottom row of tabs stores activity history, like pending tasks or appointments, email
correspondence, automated follow up, notes, and transactions. The information stored in the bottom
row of tabs changes and updates regularly as it records ongoing communications with the prospect or
customer and records purchase.
For more information, see the User Guide Contact Record Overview page
Adding a Contact
Contacts are added to Infusionsoft automatically through list imports, website forms, online requests,
and feeds from other systems such as our digitized forms. You are also able to add contacts to
Infusionsoft manually through a standard or custom data entry form or copy an existing contact record
to create a new, similar record (i.e. family member, etc.).
To Manually Add a New Contact to Infusionsoft
1. Go to CRM > Contacts in the master nav.
2. Select Add a Contact from the Contacts menu.
3. Fill in Contact Info, Tags, notes, etc.
For more information, see the User Guide Add a New Contact page.

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How to Add Notes to a Contact Record
Use notes to record activity that Infusionsoft does not record automatically: such as phone calls,
appointments, and other interactions with a Lead or Student.
You can add a note for each interaction or use note templates to record repetitive interactions (e.g.
voice mail). Note templates are triggers that can start a series of actions in Infusionsoft. They can help
you work more efficiently and reduce the possibility of errors. You can add a note through CRM >
Contacts > Add a Note, or through an individual contact record:
For more information, see the User Guide Add a New Note page.
Running & Saving Contact Searches
In Infusionsoft, you can create saved searches of your Contacts. When you create a saved
search, you save a set of criteria that determine which people show up in the search results.
The people listed in the results will change automatically as the people in your database
respond to your marketing messages, make purchases, move through your sales pipeline, and
more.
Saved searches are used to create dynamic lists and statistic reports that can be referenced
quickly. You can also print and export the lists (if your permissions allow) or manually apply
actions to them. Data from saved searches can also be added to the User Dashboard via a
Dashboard widget based on a Saved Search or Saved Report.

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To Create a Saved Contact Search:
o Go to CRM > Contacts in the master navigation:
o Click the Start Over button to clear any previous search results.
Enter the Search Criteria from one or more of the tabs to produce a very targeted list.
Click Search and verify that the results match your expectations.
For more information, see the User Guide Search & Save Contacts page.

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OPPORTUNITIES
For more information about Opportunities, see the User Guide Opportunities Overview page.
What is an Opportunity?
Opportunity Records are used to track the prospect pipeline including 30 Day Pass statuses and the
enrollment process. As an OC Kickboxing & Mixed Martial Arts Infusionsoft user, you will be responsible
for all Opportunities assigned to you.
Opportunity records are attached to a prospect's contact record. Each opportunity record stores the
history for one complete sales process from the time a lead begins working with a sales rep to the time
that the deal closes or dies; it stores notes, next action dates, stage, program interest, and more.
Right now, our OC Kickboxing & MMA’s Opportunities pipeline consists of the following Opportunities.
A brief explanation accompanies each stage of the Opportunity Pipeline:
 Active Leads (total # of Active Leads who are Adults)
 Active Leads – Kids (total # of Active Leads who are Kids)
 ATC 1-4 (You’ve attempted to call the lead)
 LVM 1 (You’ve left a voice message)
 LVM 2 (You’ve left 2 voice messages)
 LVM 3 (You’ve left 3 voice messages)
 Contacted (Made Contact w/ the Lead, but hasn’t scheduled a PTC)
 Working (You’ve made contact with the Lead more than once, but haven’t closed a PTC date)
 PTC Appt. Scheduled (Your lead has scheduled a PTC)
 30 Day Trial – Active (Your lead attended a PTC but opted for a 30 Day Pass)
 Closed (You’ve enrolled and closed the lead)
 Need Checking Account (You’ve enrolled the lead but need their checking account info)
 Lost (You’ve had a PTC with the Lead, and they didn’t accept a 30 Day Pass)
 Dead Lead [automated, or you can move here if you’ve completed all Opportunity pipeline stages]
 Upgrade [automated]
 Renewal [automated]
 Bad Phone # (Move your lead to this opportunity if they gave a bad phone number)
For more information about Opportunities, see the User Guide Opportunity Records Overview page.

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Viewing Opportunities
To view Opportunities, simply navigate to Opportunities>>View Opportunities:
Or, you can click on the # of Opportunities for that stage in the Opportunity (Sales) Pipeline:
Your list of Opportunities will be presented to you. Click on an Opportunity name to view the
Opportunity, its Contact, notes, etc.
You can view different Opportunities on an Opportunities list page by navigating to the drop-down here
and selecting a Saved (Opportunity) Search:

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Searching & Filtering Opportunities
Infusionsoft allows users to view Opportunities in many ways, one of which is by running custom
searches based on miscellaneous criteria. This may allow a staff member to focus their efforts on
certain sets of Opportunities, creating a task list for themselves, etc.
To run a custom Opportunities search, when you’re on an Opportunities list page, you can click the
“Start Over” button:
…and enter in misc. conditions for Opportunities you want to list out:
You can also Save your Opportunity searches for future reference:

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For more information, see the User Guide Opportunity Search page.
Adding Opportunities
If for any reason you need to add an Opportunity, please see the system Administrator, Nathan W. Ross.

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THE INTERNAL LEAD CYCLE
The Lifetime of a Lead: The Lead Campaign Lifecycle
After a Contact is imported into Infusionsoft via any of a various number of methods, it will come into
contact with various “Campaigns” within Infusionsoft. These “Campaigns” automate all Sales &
Marketing processes, triggering Appointments, Tasks to be completed, emails and SMS messages to be
sent, etc. Campaigns are the “brain” of Infusionsoft and dictate what happens to a contact, when, and
for how long based on the Contact’s profile, requests, and their interactions with the company.
Here is the full current Campaign list for our Infusionsoft system, which includes any and all Campaigns a
Contact could come in contact with during part of its lifetime as a sales lead:
Campaign: OFFER - Main Site - 30 Days Free - Web Form
Campaign: Offer - OCKMMA.com - 30 Days – XXXXX (x9)
Campaign: Offer - Main Site - How to Master XXXXX (x7)
Campaign: 2nd Step – XXXXX
Campaign: Contact Us Form Submitted
Campaign: Bad Phone Number
Campaign: Lead Status - Hot/Warm/Cold Tagging
Campaign: Sales Stages - Active Leads - Adults
Campaign: Sales Stages - Active Leads - Kids
Campaign: PTC Scheduled --> Closing
Campaign: 30 Day Trial - Activated
Campaign: Renewal Flag - 335 Days After Enrolling (GM Only)
Campaign: Upgrade Flag - 60 Days After Enrolling (GM Only)
Campaign: DNE (Did Not Enroll, after TC)
Campaign: Need Checking Account
Campaign: Lost Sale
Campaign: Dead Leads, >30 Days

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A Typical Campaign Flow for a Prospect:

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The PTC Scheduled  Closing Campaign includes automated prompts for confirming
appointments as well as accounts for missed and rescheduling appointments. From here,
based on wither or not the Contact shows up for their appointment or which post-consultation
option the lead chooses, the Contact is then placed by the Infusionsoft user into any of the
following various campaigns, either manually or by having the Contact fill out an
Infusionsoft/SmartWaiver form:
Campaign: 30 Day Trial - Activated
Campaign: DNE (Did Not Enroll, after TC)
Campaign: Need Checking Account
Campaign: Lost Sale
For more information about Campaigns and the Internal Lead Cycle, see your Manager and/or refer to
Appendix A of this Manual, which includes the wireframes for the aforementioned Campaigns...

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SALES PIPELINE & OPPORTUNITIES
Explaining the Opportunities Pipeline:
o Active Leads (total # of Active Leads who are Adults)
o Active Leads – Kids (total # of Active Leads who are Kids)
o ATC 1-4 (You’ve attempted to call the lead)
o LVM 1 (You’ve left a voice message)
o LVM 2 (You’ve left 2 voice messages)
o LVM 3 (You’ve left 3 voice messages)
o Contacted (Made Contact w/ the Lead, but hasn’t scheduled a PTC)
o Working (You’ve made contact with the Lead 1+ times, but haven’t closed a PTC date)
o PTC Appt. Scheduled (Your lead has scheduled a PTC)
o 30 Day Trial – Active (Your lead attended a PTC but opted for a 30 Day Pass)
o Closed (You’ve enrolled and closed the lead)
o Need Checking Account (You’ve enrolled the lead but need their checking account info)
o DNE (30 Day Pass exp. Or a PTC was had w/ the Lead, and they didn’t accept a 30 Day Pass)
o Lost (was DNE but failed Manager Review)
o Dead Lead [automated, or move here if you’ve completed all Opportunity pipeline stages]
o Upgrade [automated]
o Renewal [automated]
o Bad Phone # (Move your lead to this opportunity if they gave a bad phone number)

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EXTERNAL, TABLET-BASED SMARTWAIVER FORMS
Our Digital Forms, Powered by SmartWaiver
In the past, OC Kickboxing has operated with various paper-based forms. Moving forward, we
will be using digital versions of these forms, powered by a company called SmartWaiver, which
is integrated with our Infusionsoft platform.
The forms that are now digitized include the following:
 Consultation Form
 Interview Sheet
 Enrollment Agreement
 New Student Orientation Checklist
(ex:)
Moving forward, all forms are to be completed via the digital forms. Paper forms should be
filled out and re-entered manually only in the case of an emergency.

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How to Access the Digital Forms
You can access the digital forms via the company Portal.
Links to each form exists in the portal, and each should be filled out individually by the
Contact/Lead with the assistance of a Staff Member, but not by a staff member.
How the Digital Forms Work
When you click the link from the Portal, blank digital version of that form will appear. Have the
contact enter their information in the blank fields.
At times, the user may be prompted to “Initial” or “Click to Sign”, in which case they can use
their finger on the tablets (or mouse on the PC) to create a hand-drawn digital signature. This
signature is as legally binding as it is for the paper-based standard agreements
After a form is filled out, an automated email will be sent to the Contact asking them to confirm
their email address. When they click on the link in the confirmation email, a second email will
automatically be sent to them the includes a PDF copy of the form.
The form will also be stored in the Contact’s Infusionsoft profile as an attachment (PDF), and
depending on the form their information may be stored in their Contact profile as well.

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SALES PROCEDURES
Moving the Lead through Opportunity Stages
For the initial launch of the Infusionsoft system, Opportunity stages will have to be moved manually by
the assigned IS user for that Contact (Lead).
To review, this is the list of Opportunity stages:
o Active Leads (total # of Active Leads who are Adults)
o Active Leads – Kids (total # of Active Leads who are Kids)
o ATC 1-4 (You’ve attempted to call the lead)
o LVM 1 (You’ve left a voice message)
o LVM 2 (You’ve left 2 voice messages)
o LVM 3 (You’ve left 3 voice messages)
o Contacted (Made Contact w/ the Lead, but hasn’t scheduled a PTC)
o Working (You’ve made contact with the Lead 1+ times, but haven’t closed a PTC date)
o PTC Appt. Scheduled (Your lead has scheduled a PTC)
o 30 Day Trial – Active (Your lead attended a PTC but opted for a 30 Day Pass)
o Closed (You’ve enrolled and closed the lead)
o Need Checking Account (You’ve enrolled the lead but need their checking account info)
o DNE (30 Day Pass exp. Or a PTC was had w/ the Lead, and they didn’t accept a 30 Day Pass)
o Lost (was DNE but failed Manager Review)
o Dead Lead [automated, or move here if you’ve completed all Opportunity pipeline stages]
o Upgrade [automated]
o Renewal [automated]
o Bad Phone # (Move your lead to this opportunity if they gave a bad phone number)
Every lead in the system, no matter where they are in the Sales process will be reported in the “Active
Leads” and “Active Leads – Kids” Opportunities.
However, when you begin making calls and contact with the lead, you will need to move that Contact
through the various Opportunity stages.
For example:
o …When you leave a voicemail, move the Contact to the LVM 1 stage.

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o …When you make contact with the lead move them to Contacted if they don’t schedule a PTC.
o …If you contact the lead more than once, move them to the Working stage.
o …When you schedule a PTC, move the Contact to the PTC Appointment Scheduled page.
Please take strict care to make sure all of your Contacts/Leads are always in the appropriate Pipeline
Stage, or else you may not get credit for the sales activity!
Overview – Tasks (Managing & Adding)
Infusionsoft will prompt users of Assigned Contacts with various Tasks such as placing phone calls,
sending follow up messages, etc.
To view these tasks, you can navigate to the “My Day” page or access it through the user toolbar here:
You will be taken to a page like this:
You can view all of your tasks or search for them with filters such as date range and priority.

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To manage a task, click on the task details or Contact name, update the task as necessary, and click Save
to save your changes.
For more information, see the User Guide Managing Tasks page.
Overview – Notes & Adding Notes
Notes are helpful in managing a Contact/Lead and should be applied whenever reasonably possible for
the Contact. It can’t hurt to have more Notes than necessary…
To quickly add a note from the Interactive Contact panel/list, simply click the Contact’s Note icon:
If you’re inside of a Contact profile, go to the Notes section and click the Add Note button:

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From there, you can select a note template, or create your own note to add to the Contact’s record.
For more information, see the User Guide Adding Notes page.