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KulaHub

USER MANUAL

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Description Page

Home Screen 3

Categories (Contacts) 4

Category Management 4

Category Information 5

Adding Data (Contacts) 6

Importing – “Bulk import/upload email and contact records” 6-7

Duplicate and unique records 6

Add a contact 8

Fields within the contact screen (details) 8-9

Sub-menu options within a contact record (ie, CRM related tasks) 10

Contacts Menu (other items)

Custom Contact fields 11

Contacts by Account Manager 11

Large Email Domains 11

CRM Notes Activity 11

Tasks 11

All Contacts 11

Search for a Contact (Contacts) 12

Forms 12

Forms as a Campaign Response Logging Tool 12

Create a Campaign Response Logging Form 13-14

Forms – Recording/Capturing your Response 14-15

Reporting from Forms 16

EXAMPLE of Modifying a Form/Campaign Response Report 16-17

Bulk import new forms or bulk modify existing forms 17

Webforms (Forms) 17

Surveys 18Reports 18

Reports are used for Advanced Searching 18-19

Display quick filter 19-20

Save your Report (search results) to a Category 21

Display Advanced filter 21

E-marketing 22

Viewing campaign statistics on an individual contact basis 11

Create Email campaign 22

A note about merge fields 23

Email campaign stats 23

Tips for Successful Email Marketing 25-26

SMS Marketing 24

Creating an SMS campaign 24

SMS campaign results 24

Events 27

Admin 28

Configuration 28

Adding Users 28

View User Action Log 28

Backing up Your Data 28

CONTENTS

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Home Screen

There are explanations and quick links to the main areas within the system from the home screen. However, its good practice to get used to using the black menu bar at the top of any page – it will help you to become used to the sub-menus off of the main headings, and will ultimately allow you to navigate your way around the system more quickly.

Contacts MenuThe Contacts Menu contains many of the areas/functions you’ll use on a regular basis.

Before you start adding any data to your system, you need to setup some basic categories for your contacts.

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Categories (Contacts)Before you start adding contacts/records into your database, think about how you want to categorise your data. Categories play an important part in Kulahub as they allow you to effectively sort your data into groups, as you use Kulahub through the sales process, they will allow you to choose which groups of contacts should receive an email campaign etc.

Category ManagementOnce you’re ready to add some categories, go to the “Contacts” menu and select category management.

Enter name of your new category and click ‘add above category’.

Within ‘Category Management’ you can also rename categories, merge categories together and delete them. To change a category name, select the category you wish to change and input the new category name and click “change name”

To merge two categories into one, select the primary category and the secondary category click “merge secondary category into primary category”. You will then have to delete the secondary category if you want to remove it from the system.

If you wish to delete a category, as long as it is under 1,000 contacts you can do this yourself. Over 1,000 and you will need to contact a member of Kulahub staff to do this for you (our Account Manager is Ben Teggin). Select the category you wish to delete and click delete. (NOTE: If you wish to delete the contacts associated with that category you will need to check the tickbox entitled ‘Delete contact records as well?’ This is permanent so don’t do this unless you are absolutely sure.)

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If you wish to delete the contacts with hard bounced emails from the system - click “delete hard bounced emails”, again, take care with this option as once the records are deleted they cannot be restored.

Before you delete contacts or hard-bounced email contacts, we highly recommend that you backup your data by exporting the records to a spreadsheet first. This will only include contact fields – not history/notes fields, neither will it list the categories assigned to each individual.

Category InformationOnce you have created some categories, and saved contacts into them (either by entering manually, or importing), to view stats and click through to contacts, go to the Contacts menu and choose “Category Information”.

All your various categories will be listed in here with the total amount of contacts in the category on the right hand side. The total number of emails in the system is specified above the orange grid with the amount of subscribed email addresses listed too. (You can ignore the filter by account manager option/not required.)

Click on the underlined number on the right hand side to view the data within that category, this will then load the ‘Report’ screen – you can hyperlink through to an individual by clicking on ‘Details’ on the right hand side of the grid/table, you can also save as a new report, download as a spreadsheet (download data contained in grid above hyperlink) or even filter further by using the ‘display quick filter’* or ‘display advanced filter’* options. (for more information on advanced searching/filtering, see the Reports section.

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Adding Data (Contacts)There are two methods to add data into the system. On a singular basis by using ‘Add a Contact’ and also by importing records from a .csv file. Data importing can be a little tricky if you are not used to it. Instructions are detailed in this manual, however, if you are in any doubt, please contact Ben Teggin at Kulahub to import data on your behalf.

Importing – “Bulk import/upload email and contact records”To upload records, your data must be imported from a .csv comma delimited file (this is a standard ‘save as’ menu option from Microsoft Excel spreadsheets). You must also ensure that the column headings match the field names available within Kulahub, these column headings must be in lower case, all one word. So for example, for First name the column heading would be firstname; for Last name, lastname and so on for the rest of the fields. You can obtain a listing of the hidden field names for your system by going to the Contacts menu and selecting “Upload Emails/Records”

The screenshot on the next page shows you the relevant field names – for example, you can see that the ‘Linkedin profile link’ field should be headed in your spreadsheet/.csv file “customfield3”.

There is no need to upload all fields, only the fields that need importing. The minimum is either email or first name, last name and post code or contactid.

To associate an imported contact with an account manager, simply add a column called ‘account manager’ and add the email address or first and last name of the account manager for each imported record. The account manager’s email address or name should correspond with a user from the user management screen under the admin menu option.

KulaHub will automatically account for any contact who has unsubscribed previously. Anyone who unsubscribed is kept in a separate database and so cannot be emailed even if their email address is re-uploaded.

Duplicate and unique records

The system determines if a record is unique or a duplicate based on one of the following criteria in the order given:

1. contactid field, or custid as it is known in the database.

2. Email address.

3. First name, last name and postcode

If KulaHub finds a match on the above criteria, in the order given, it will merge the uploaded data with the existing record. If it does not, it will create a new record. For example, if the uploaded records contain field headings of email, first name, last name and postcode, KulaHub will use the email field to determine if the record is unique. If there was no email column heading in the previous example then first name, last name and post code together would be used to determine uniqueness.

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If you are importing data where you have a mixture of records – e.g., some have email addresses and some don’t – it is recommended that you import the records with email addresses separately from those without. The data without an email address should at least contain a firstname, surname and postcode.

Once you are happy that your .csv file contains all of the relevant field headings, save as a .csv file on your own device.

Click “browse” and find your spreadsheet. Click upload file. The system will then prompt you on which category you want the records to be associated with, and then click “import records”. Kulahub will report on how many records have been imported and if any weren’t, will list the email addresses not added. It updates around 30,000 records a minute.

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Add a Contact• To add a contact manually, its good practice to ensure first that the person doesn’t already

exist on your database, so go to Contacts > Search for a contact first. If no matches are found go to Contacts > Add a Contact

• The system will allow a contact to be added with just an email address, if the record does not have an email address the system will accept a first name, last name & postcode. If you don’t have a postcode, you can enter a “.” (Full stop) in the field – as long as it isn’t blank.

• See the next section for an explanation of the data fields within contacts.

• Once you’re happy with the information you have entered, (make sure you select the category that you would like the contact to go into [contacts can be in multiple categories], then click “submit” at the bottom of the page.

Fields within the Contact Screen (Details)Custom fields can be added and removed. We recommend that you get used to the system first, then if you think there’s a field you’re not using or some extras you’d like to add, contact the KulaHub for Advanced Training on how to customise these areas yourself. All of the drop-down selector boxes are customisable too.

Detailed over the next couple of pages are the fields that are likely to have been setup already for you, on your system.

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Account Manager defaults to your name

Complete the Firstname and Lastname and Email fields

The Email Subscribe box is automatically ticked – un-tick it if you don’t want this contact to receive emails

Some basic categories will have already been setup for you (e.g. cold, warm, hot), if you don’t see the

category you want see section ‘Categories’. Choose the categories you want to add this contact to (you can

choose as many as you want to)

Enter Title (eg Mr/Mrs), Jobtitle, Organisation, Website, Address information, Telephone and Mobile

information if you have it.

(Don’t forget that if you do not have an email address you’ll need to at least enter a Firstname, Lastname

and Postcode).

Email Address Sourced by is a drop-down selector box. Choose from: Data Provider | Individual

Volunteered | Network Sunday | Telemarketer | Chairman Own Network

Telephone Direct Dial – enter if you have info, likewise the Linkedin Profile link field

Lead / Contact Status is a drop-down selector box. Choose from: Unqualified/Suspect | Contacted/Prospect

| Member | Former Member | Influencer | Central Admin | Chairman | Speaker | Supplier

Lead / Contact Rating is a drop-down selector box. Choose from: Cold | Warm | Hot | Do Not Contact | Not

Worth Pursuing

Lead / Contact Source is a drop-down selector box. Choose from: Advertisement | Data Purchase | Linkedin

| Networking | Partner | Public Relations | Referral (ACE) | Referral (External) | Seminar | Telemarketing | Web

Enquiry

Data Provider is a drop-down selector box. Choose from: BlueSheep | Corpdata | Creditsafe | IDS | Network

Sunday-Linkedin | NetworkSunday-Redflag

Referred By – if this contact is derived from a referral from another contact/member, enter the referrer’s

name here

Assistant/PA – enter name if you have it

Comments – this is a free text box. We often use it as a quick reminder of the last conversation with the

contact (but you can also add those through ‘notes’ to be covered later).

Turnover – enter in the following format : 1,000,000

Turnover Band is a drop-down selector box. Choose from: A – Will Not Disclose | B – Under 1m | C – 1m to

under 5m | D – 5m to under 10m | E – 10m to under 20m | F – 20m to under 50m | G – 50m to under 100m | H

– 100m to under 200m | I – 200m to under 500m | J – 500m and over

Employees – enter in the following format : 1,000

Employee band is a drop-down selector box. Choose from: A - Unknown employees | B - 1 to 5 employees

| C - 6 to 10 employees | D - 11 to 19 employees | E - 20 to 49 employees | F - 50 to 99 employees | G - 100 to

199 employees | H - 200 to 499 employees | I - 500 to 1000 employees | J - 1000 and over employees

Member Join Date and Member Leave date – these are for you to enter when a lead converts to a

member. You may want to keep the actual dates in the system.

Import Code – the centre uses this to identify records when they are uploaded in batches. If you’re

entering a single contact, you won’t need to use this field, unless you are regularly importing batches

yourself!.

Birthdate – useful to fill in if you want to send your contacts/members a birthday card!

Industry Description – a general description of the company’s main activity.

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Sub-menu options within a Contact Record (ie, CRM related tasks)

Within a contact record, you will notice that at the top of the screen, you have the ability to perform additional tasks/actions per individual.

These options are:

• Details (this is the main contact screen)

• Activity (this is a chronological list of activity for the contact you are viewing; it is a combined view of notes, forms and events, it is non-editable on this screen)

• Forms (forms are where we record response to a campaign. Think of ‘Forms’ as your Campaign Response Manager. From within an individual’s contact record you can select a form to add the person to, or alternatively, go to a Form from the ‘Forms’ menu and choose an individual to add to it.)

• Notes (notes can be added against an individual. You might, for example, copy and paste the contents of an email into a new note, or add an ad-hoc note about the contact)

• Documents (you can browse to your own device to choose a related document to attach to a contact record – for example, a Creditsafe report – just click the ‘attach document’ link)

• Tasks (add a task reminder for a contact by clicking on ‘add new task’ – you have the opportunity to enter a date, details of the task, tick the email reminder box if you want to be alerted by email (these are normally sent to you early morning – around 7am). The system will automatically assign to the user logged in but you can just click on the name of the person it needs to be assigned to (TIP: holding ctrl on your computer it will assign to multiple people).

• Email/SMS (This allows a single email or SMS message (please read the SMS Marketing section on page 24 before using any SMS messaging) to be sent to the contact)

• Events See the Events section on page 27.

• Related (This screen shows related contacts based around email domain name. Most contacts in an organisation will use the same email domain name. If there are any other contacts in your database using the same domain name as the current contact, they will be listed here.)

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Viewing Campaign Statistics on an Individual Contact BasisFirst go to the relevant contact (details page), scroll to the end of the page and you will see ‘Additional options for above contact’, click on the blue hyperlink “campaign stats for contactname@contactdomain”. Here you can view a full list of all emails that the individual has received from the system, how many times they opened the email and if they clicked through on any links within the campaign.

Custom contact fields• Contact KulaHub if you need help/advice on customising further fields on your system.

• You can add up to 25 bespoke custom fields against a contact.

• Go to the Contacts menu and click “custom contact fields”

• Input the name of the field for example, ‘Products’. You have the ability to select from a number of various types of fields for this, (drop down lists, check boxes, and single or multi line text boxes, money field). Click “add above custom contact field”.

Contacts by Account ManagerIf you are sharing your system with a Deputy Chairman you might consider always assigning an Account Manager (your name or your Deputy’s) so that you can differentiate between who owns what lead. Its unlikely you’ll need this option, but if you do, it can be found in the Contacts > Contacts by Account Manager menu.

Large Email DomainsThis can be found in the Contacts > Large Email Domains menu. It shows the percentage of contacts in your database by large domains such as btinternet etc.

CRM Notes ActivityThis can be found in the Contacts > CRM Notes Activity menu. If you’ve entered notes against a contact, it enables you to run a report based around a time frame and Account Manager (or all users/Account Managers of your own system).

TasksThis can be found in the Contacts > Tasks menu. (Don’t confuse with entering a task within an individual’s contact record!) Use this option as a method of viewing upcoming tasks to be completed as a report.

All ContactsThis can be found in the Contacts > All Contacts menu. A quick way of viewing upcoming all records in your database. (See also Reports section).

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Search for a Contact (Contacts)Searching takes place within a single ‘Google style’ search box. This will search automatically on full name, email and organisation and display a list of all contacts that match the search text. Wildcard searching takes place by default so there is no need to use the traditional ‘%’ or ‘*’ symbols associated with this type of search.

In the example below, part of the name has been entered ‘Soley’, the search box automatically lists anyone found matching:

To go to your chosen record, simply click on the name.

For advanced searching and filtering, please see the Reports section.

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FormsForms can be used as a Campaign Response Logging Tool

The Forms module is completely flexible and allows the user to set up bespoke fields which are relevant to your business processes and to easily manage the information. Use the ‘Forms’ menu option on the top navigation bar to get started. Other uses you could consider are: sales orders, quotations, mileage claims etc. in fact anything which would normally require an ordinary form.

Create a Campaign Response Logging FormHere’s how to create a new one based on an existing template (but you can still customise the form to your own requirements at any time):

Click on Forms > Create New Type of Form

Enter the name of the form (typically the event date and details), put in a brief description of the task (such as the speaker at the event, the venue details).

Tick the boxes of the options you’d like to be able to add. Our recommendation is that you tick the options shown on the screen shot left.

Choose to ‘Clone from an existing form’s custom fields’ and choose the ‘Sample Campaign Response Log’ from the dropdown menu.

Lastly, click “create above form”

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Once you’ve done that, a blue hyperlink will appear “New form type created. Click here to go to the new task.”

When you click through the option is available to “enable this task for external webforms” if you wish to create a customer survey tick this box and the webform creator will become available. See details below. You DO NOT need to do this for a simple campaign response capture.

From this page you’ll see that you can view ‘Custom fields for this form’. It’s very simple to amend the fields that are already there (if you want to add an extra item into a drop-down list for example), or indeed to add more custom fields. If you want to amend items within a particular field, just click on the ‘view’ hyperlink next to the relevant field name. You are also able to change the display order of fields from this screen. Don’t forget to click the blue button ‘Save above form details’ if you do make changes.

Forms – Recording/Capturing Your Response Once you have created your Form you can begin adding your responses to it.

For recording response to a campaign, the simplest way of doing this, is to find the relevant contact, click on the ‘Forms’ blue sub-menu item within the contact, then underneath the text “Add new form for this contact”, choose the relevant Form (Discovery Event) from the drop-down selector box.

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The following screen will then display, you should then pick the relevant responses. A listing of the fields and their variants are below.

• Campaign Member Status is a drop-down selector box. Choose from: Sent | Responded-Negative | Responded-Neutral | Responded-Positive | Gone Away

• In Response to is a drop-down selector box. Choose from: Email #1 | Email #2 | Email #3 | Linkedin Campaign | Postal Mailing #1 | Postal Mailing #2 | Referral | Telemarketing Call

• Response Decision is a drop-down selector box. Choose from: Yes to Event (Unqualified) | Yes to Event (Qualified) | Yes to 1-1 | Yes to 1-1 (Unqualified) | Yes to 1-1 (Qualified) | Contact Now | Contact Later | Wrong Location | Not Suitable | Not Interested

• Attended Event or 1-1? click on one of the radio button options. Choose from: Yes | No (Call Off) | No (No Show)

• Campaign Notes is a long text field for you to enter your own notes

• Post Event/Campaign Decision is a drop-down selector box. Choose from: 1-1 Meeting | Follow-up Required | Invite to Future Event | Not Interested | Not Right for Group | Referred to Another Group | SIGNED-UP Member | SIGNED-UP then DIDN’T join | Unable to Obtain Funding

• Click ‘submit above form’ to save

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Reporting from FormsTo run reports on your Form/Campaign Response Log go to Forms > View List of Forms or Submit an Existing Form

This then brings you to the above screen,

You can choose to

Click on the number underneath the right hand column ‘Existing Forms’. This will load a Report, which you can choose to modify, filter further upon, download the data or just view on the screen. You will see a ‘grid’ detailing the people who you’ve logged as responding to this particular form/campaign. You can also group on a particular column heading within the grid by dragging the relevant column heading into the grey area entitled “Drag a column header and drop it here to group by that column”. For more information on modifying this report, see below.

Click on ‘Add’ hyperlink underneath the ‘Add Form’ Column. This will load the screen that enables you to associate an individual contact to this campaign response. You will need to search for the relevant contact in the top field entitled ‘main contact associated with this form’. This is an alternative method to logging your response. We have found it is easier to relate a contact to a form as you are often updating other tabs within a contact, and it feels more intuitive to relate the contact to the form/campaign response.

Click on the Form/Campaign Response name in the ‘Form Name’ column. This will take you to the screen where you can customise your response fields, should you wish to.

EXAMPLE of Modifying a Form / Campaign Response Report (ie, the report loaded after clicking on the number hyperlink underneath ‘Existing Forms’)

To see only ‘yes to event’ responses to your campaign.

1. Forms > View List of Forms or Submit an Existing Form. Click on the number underneath the right hand column ‘Existing Forms’

2. Display Quick Filter (for more on building filters see the Reports section)

3. In the field list, enter the word ‘positive’ ‘Campaign Member Status’ field

4. Click on the filter symbol and choose ‘contains’. – Your results will be listed

5. You could ‘Save as New Report’ if you think you will use this report again, to save yourself time. You can go back into the report at any time from the ‘Reports’ menu and amend it further – by changing fields and adding criteria for example.

6. You could choose to ‘download data contained in the grid above’ and open in Excel. Based upon these results, you could merge your tent cards / badges for an event.

7. If you think this is a report you may want to use more than once, and will want to keep running off/downloading, you could record a macro to format the download/only keep the columns you want to see etc. If it’s a regular report and you don’t want to reformat it every time you download it, this is a good option. If you have never recorded a macro before, KulaHub can give you a demonstration. This needs to be pre-booked so please try to give as much notice as possible!

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Bulk import new forms or bulk modify existing formsThis page provides the ability to bulk import forms and associate each form with a contact. The imported file should be a comma delimited .csv or .txt. New form records will be added to the database and existing form records will be merged with the existing ones. Please refer to this menu heading directly within Kulahub for further information.

Webforms (Forms)Go to Forms > Create a new type of form

Enter a form name and description, click ‘create above form’. Blue text will appear on the bottom of the screen: ‘New form type created. Click here to go to the new task.’

Once you’ve done that, a new tick box appears underneath the standard ones , entitled “Enable this form as a public/external web form’? Once you’ve ticked that, extra options appear under ‘Public web form details”.

Tick the boxes of the standard fields you wish to include on the form (such as first name, last name, postcode etc).Underneath this you will see “category to assign new/unknown contacts who submit the form” – this is to ensure that if someone submits the form who isn’t known to your database, a category is identified to assign them to. For example, you could setup a category entitled ‘webform enquiry submissions’.

Tick the box if you want to enable multiple form submissions.

Enter the email address of the person you’d like to be notified when someone submits the form.

Enter the text to be displayed after someone submits a form.

Enter any custom fields in “custom task fields” (for example, you may wish to invite feedback on the user’s customer experience) -> Click “add custom field” enter in the field name the question you’d like to ask and then set the type of field you require such as a drop down list, check box or radio button list; tick the box if you’d like to make it a required field. Then click “add custom field”. (The system allows up to 25 of these per form.)

Design the form in the editor including all logos and text to include and ensure you enter ##listform## in the base of the email to enable database capture.If you want to send this out as an email campaign, attach it to the email you design in the “Email Marketing” tab. Use the unique URL which is underneath the editor in blue writing (-copy this and hyperlink it to some text or an image in your email). If you want the form to pre-populate information for the end user, use the ##listformnumber## next to the URL instead of the actual link.

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SurveysIf you enabled web forms at the beginning of creating your task (customer surveys, enquiry forms for example) you will see it has displayed some additional fields.

You have to tick the boxes of the standard fields you wish to include on the form such as first name, last name, postcode etc.

Underneath this you will see “category to assign new/unknown contacts who submit the form” (if someone submits the form who isn’t known to your database, which category do you want them to go into). It’s best to setup a category called “enquiry form submissions” or similar.

Tick the box if you would like people to submit the form more than once.

Enter the email address of the person you’d like to be notified when someone submits the form.

Enter the text that you’d like to be displayed after someone submits it.

If you require custom fields to be added (for example if it was a survey you might want to know how they rate your customer service, you can add these below the in “custom task fields” )

Click “add custom field” enter in the field name the question you’d like to ask and then set the type of field you require such as a drop down list, check box or radio button list. Tick the box if you’d like to make it a required field. Then click “add custom field” (you can have up 25 of these per form).

Design the form in the editor including all logos and text you’d like and ensure you include ##listform## in the base of the email so it can pull in your information you want to capture.

If you want to send this out as an email campaign, you’d have to attach it to the email you design in the “Email Marketing” tab. Use the unique URL which is underneath the editor in blue writing. Copy this and hyperlink it to some text or an image in your email.

Reports

Reports are used for Advanced Searching

You may want to create an advanced search filter to enable you to view all records within a given postcode, for example.

First, click on the ‘Reports’ Menu. Contained within the explanation text on that screen are three blue hyperlinks to standard reports available to all users. These are: “all contacts”, “contacts in categories” and “tasks”.

We will use the “all contacts” report as a basis to create an advanced search.

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The following page loads by default:

Change the Report Name to reflect the searching/filtering you wish to use – eg, “Contacts By Postcode – SG”

Change Fields to View – this is used to easily select which fields you’d like to see in your report/search

Click ‘update grid’ to see the data in the fields you’ve chosen

Once you’re happy with your fields click ‘Save as New Report’

Display Quick Filter

Now start adding your criteria:

You have 2 choices – you can either click on ‘Display quick filter’ or ‘Display advanced filter’ . Display quick filter is probably easier if your criteria is simple and you are not used to building search criteria in databases

In the example, below, we have entered ‘SG’ in the postcode field and then clicked on the filter symbol and chosen the expression ‘starts with’

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And the results look like this:

Don’t forget to ‘Save this report’ if you’ve made changes

You can also choose to ‘Download Data contained in the grid above’. This will open a dialogue box allowing you to save to your own desktop. The download is in .csv format which you can open with MS Excel.

If you scroll a little further down the page, you’ll also see that it’s possible to Save Grid Results to a Category.

To revisit your report or to amend it at a later stage, simply go to the ‘Reports’ Menu, you will see your new report listed there – just click on ‘View’ under the ‘Run Report’ column heading.

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Save your Report (search results) to a CategoryIMPORTANT – You must have included the ‘contact id’ as a field in your initial search.

First, ensure you have created the category you want to save your view results into. To add the contacts from the above grid to a category, simply select a category from the drop down list and click the button entitled ‘apply filtered results in grid above to selected category’ the button. The system will not allow duplicate contacts in a category.

If you tick the check box entitled ‘Remove grid contacts from selected category’ then contacts in the grid above will be removed from the selected category instead and contacts only in that category will become uncategorised. The system can categorise approximately 10,000 records per minute.

Display Advanced Filter

You may decide to use the advanced filter - for example, you may have multiple criteria you would like to add …The tool where you choose criteria/expressions is quite small – so this is what it looks like:

Where it says “AND” there is an icon next to it with a little + sign - hover over it and the words “add expression” are visible. Once you have clicked this you can select the field you want to search on. For example, you could select ‘town’. To change the type of search, change the default “equal to” – we’ve change to ‘contains’ in the above example. Then input what you want to search on such as “Shefford”. Click on the orange button “preview your selections and any filter on the grid below” this will run the search on your whole database filtering out all clients in Leeds. You can add as many “expressions” to it as you like. You can also change the ‘AND’ statement to an ‘OR’ statement.

Don’t forget to ‘Save this report’ if you’ve made changes

To revisit your report or to amend it at a later stage, simply go to the ‘Reports’ Menu, you will see your new report listed there – just click on ‘View’ under the ‘Run Report’ column heading.

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E-marketing

Create Email Campaign

• Go to the E-marketing > Create email campaign option.

• To preload an existing template click “previously saved campaigns” and select the template

• Insert campaign name (January Newsletter for example)

• Insert an email address for replies to go to in response to your campaign.

• Insert an email address for testing, the system will not let you send an email campaign without sending a test email. See also “spam and email checking service”, below

• Insert a subject line (avoid using words like free, offer and using £ signs, capital letters & explanation marks as this can be flagged up as spam)

• Enter a date and time if you wish to pre-set it to go at a specified date, leave it blank if you wish it to be sent immediately.

• Simply tick the categories you wish to send to or any you would like to exclude in the grid boxes (you can also choose views). TIP: we strongly recommend that you setup a ‘TEST CATEGORY’ containing yourself and perhaps your PA. Send your campaign to your test category FIRST. Then you can see how any merge fields look in the ‘real’ campaign double-check your spelling/grammar - and iron out any formatting problems.

• To re-send to people who didn’t open a previous email campaign “contacts who opened previous campaigns” select the campaign or campaigns that were sent and tick the exclude box underneath.

• Design the email and send test email. (The email sent at this stage will say the word ‘TEST’ in the subject line and will not show the contents of any merge fields). The designer has icons which are very similar to those used in MS Word. DO NOT copy and paste from MS Word as superfluous code is inserted. If you have text you want to insert it is best to paste it first into Notepad and then copy and paste it into Kulahub. If you need to see the template as a larger size, you can drag the corner icon at the bottom of the email template. KulaHub has pre-supplied five email templates for you to customise, and use as a basis.

• At the end of the page you will see a hyperlink entitled “Try our brilliant new spam and email checking service”, before sending your first test, you can click on this link which then loads a separate window. Instructions are on the screen, but basically, it provides you with a one-off email address to add to your ‘Email address/es for testing’ field. It will look something like this: web-kruivB@mail-tester.com. You just need to copy the address given into the ‘Email address/es for testing’ field in Kulahub (along with your normal testing email address, separate by a comma). Click on the ‘Send Test Email’ button. When you’ve received your test, go back to the additional window containing the spam checker info and click on the button ‘Then Check Your Score’. Wait for the screen to refresh (takes a few

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minutes sometimes) – then you’ll see a report on how spammy the email is. A score of over 7 is acceptable for most spam-checking systems, so your email has a higher likelihood of getting through.

• THE ‘SEND CAMPAIGN’ button ONLY becomes visible once you have sent your test. As detailed above we recommend that initially you only tick your ‘Test Category’ and send the campaign to that initially.

A Note about Merge FieldsTo insert, for example, the recipient’s first name use this format: ##firstname##

All emails you create must have ##footer## at the end. This will insert a standard disclaimer with the option to unsubscribe. Your email will not send without having a ##footer## at the bottom.

Email Campaign Stats• Available from the E-marketing > Email campaign stats option.

• The page loaded is the Email Campaign Summary. This is a list of the various campaigns that have been sent, including opens, click-throughs and a bounced email report. - Click onto the name of the campaign to obtain more detail.

• From this page you are able to view the ‘from’ name, subject line, ‘sent by’, categories sent and who opened/clicked on any links in the email.

• To view the people who opened or clicked on links simply click on the underlined number and a full list appears. This automatically opens in the ‘Reports’ section so that you have the opportunity to ‘save as a new report’ and apply further filtering etc, or use the blue hyperlink to ‘download data contained in the grid above’ – will download as a .csv to open with Excel)

• The campaign results/statistics also allow you to view a full list of everyone who unsubscribed - the system will take care of this for so you don’t need to worry about having to do this manually.

• You’ll also see a report on the percentage of different internet browsers people are using. This relates to the design aspect of the email - as all internet browsers display things slightly differently - so if you had a very high percentage of people viewing in Internet Explorer 7, for example, you might decide to tailor your email around that browser.

• Bounced email reports – this provides a list of all bounced emails, hard bounces (email address is wrong or doesn’t exist) and soft bounces (server down, inbox full) and auto replies. By clicking ‘view sent email’, you may view the actual email sent If you want to post your campaigns onto social media platforms such as Facebook, Twitter & Linkedin, click “view web page & social media version of email” in the top left corner the icons will appear click on the selected site, login and enter a description and post onto your wall or groups.

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SMS Marketing

Creating an SMS CampaignIf you want to utilise the SMS campaigns function within Kulahub, please contact Ben Teggin, our Account Manager at Kulahub (ben.teggin @kulahub.com). You will need to purchase separate credits (6.5p per SMS). Kulahub use a third party provider for this service so we strongly recommend that you pay an additional one-off £50 fee to have the name shown on the text changed from the provider (Kapow) to your own name.

• Access this via the E-marketing > Create sms campaign option

• To preload an existing campaign click on “previously saved campaigns” and select

• If you are creating a new campaign insert campaign name “January SMS campaign” for example

• Insert the mobile number for the test text message to go to.

• Insert the date & time if you wish to send this at a specific date & time, if you leave it blank it will send immediately.

• Tick the categories that you wish to text or select contacts that are booked onto an event.

• Write your message in the “campaign content”- send test text message and then send campaign.

SMS Campaign results• Access this via the E-marketing > SMS campaign stats option

• On this page you can view all the different SMS campaigns that have been sent, the date & time of sending and how many text messages were sent.

• By clicking on the campaign name you can also view the categories sent to.

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Tips for Successful Email Marketing DO setup a test category which enables you to not only send a test email but also to send a full campaign (your test category might contain yourself and your PA for example, you might also want to include a Hotmail or gmail account so that you can see how the email looks in a different client). This allows you to see your final email in its full glory, including merge field variables at the top, which the initial test doesn’t.

DO check all of your hyperlinks and get someone else to sense check and typo check.

DON’T use red text – its considered a bit ‘spammy’ - use more neutral colours if you are highlighting or hyperlinking.

DON’T copy and paste from Word as it enters extraneous code. Always use a simple text editor such as notepad if you are going to copy and paste … or type directly in.

DO Make sure you save your email quite often because if you forget and close the browser or go off and do something else you will lose all your work - which will be very depressing!

DO always work from a previous sent campaign because then you have the default contents such as test email addresses, and headers / footers. Change the campaign description at the top to and the subject line to something different. De-select all your categories with the exception of the test one. Once you’ve done that, you can check the total number of emails to be sent as it appears in the campaign distribution section. Save as new and then set about changing your text etc.

DO select your appropriate categories once you’re happy that everything is OK and fully tested. You will need to click the send test email button. Once done, you can also do a spam check. If it comes back above 5, re-read your text – could be certain words (eg, using the word ‘free’ or inserting a lot of capitalised text, or red text) or the way you’ve used hyperlinks (eg, using click here for more is considered ‘spammy’).

DO ensure you move people into appropriate categories as you start to receive responses. Ensure you’ve created suitable categories eg, untick people out of cold and tick instead ‘warm’ or ‘attending event’ so that they don’t keep receiving further invites for this event.

DO re-send your email to non-openers: Once you’ve sent the actual campaign we recommend that 2-3 days later you re-open the campaign – prepare for another send in the following way. Go down to the bottom section in the campaign distribution details. You’ll see that it says ‘contacts who opened previous campaigns’ and you should see the campaign you recently sent at the top of the list and a number in brackets of people who’ve opened the email. Click that box but also click the check box that says ‘exclude the contacts who opened the selected previous campaign above’. Note when you tick this, that the number of emails to be sent should reduce – so the email will re-send exactly as it was but only to anybody who hasn’t actually opened it. You don’t need to save with a new name, just click save before you send again.

DO repeat this one more time 2-3 days later, using the same process as described above. The system will remember that the campaign has been sent twice - scroll down to ‘contacts who opened previous campaigns’ – you’ll see the check box that’s been checked previously as well as another one above it, showing the number of people who opened the last time you sent it. Tick that box - so that you’ve now got 2 boxes ticked. Then save above campaign and send. You are sending exactly the same email to everybody apart from those who’ve already opened. This can up to double your open rates overall using this technique.

DO follow up in 7 days’ time – but send a slightly different version to everyone again with the exception of everyone who’s replied positively (note - you should have moved those into a different categories as mentioned above). Open up the campaign again, change the campaign description slightly – eg ‘Reminder and then the Campaign Name’. It’s important to change the subject line – eg, ‘Reminder about xx event’ / ‘Following up on my recent email’. Again, deselect all the categories in the campaign distribution details apart

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from test and also deselect everything in the exclusion bit (including the exclude contacts who’ve opened) - and then you just select your test campaign category. Once you’ve done that, check your total emails to be sent – it should have reduced to just 2 or however many you have in your test category. Then save as new campaign and set about changing the text appropriately – eg, ‘I’m following up the recent email’ / ‘We’re almost full just got a few spaces left’. Generally, just change the first paragraph so it reads differently. Repeat the steps/process described previously as a cycle.

DO another follow-up if you want to encourage more responses. You might want to do all of this again with but with a completely different title and probably a much shorter contents – eg, ‘Final Reminder – One Space Left’ , or ‘This Event now full but have another event scheduled on …”. Repeat again. Over a 3-4 week period you could be sending up to a dozen campaigns around one event.

DO Use a variety of contents – eg some nice HTML emails and some very plain text emails – different people are receptive to different things.

DO send a personal confirmation to event attendees. Once people have responded and you’ve moved into an appropriate category you could send a confirmation from Kulahub. However, consider sending a personal email (from your own Outlook/Gmail account for example) - send a confirmation of attendance immediately. Send another email confirming attendance 2 weeks in advance of the event and another email reminder a week in advance.

DO send a final text/SMS reminder the day before. Although there is an SMS feature on Kulahub, please be aware that if the recipient hits reply, the SMS message doesn’t come direct from your mobile – it’s via an SMS gateway. (There is no auto forward if they reply to the SMS message as it comes from a central number so always include your own number in the message at the end.) Our recommended route is that you send a text one-by-one from your phone or, better still, from your PA’s phone (if they are present on the day of the meeting) so that any call-offs or running late can text you to let you know.

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Events Event booking forms act as an attachment to your email campaigns. Create an email campaign in the Email marketing tab about your event and when people click through to this form they can book onto your events.

Hover over the “events” tab and click “create event”

Enter the event name such as “Seminar” Select the start date & time and the end date and time of the event.

Select the maximum amount of people you want to allow to book onto your event, the system will stop taking bookings once this number is reached.

Select when you want to tell the system to stop taking bookings.

Underneath this you will see “category to assign new/unknown contacts who submit the form” - this is to ensure that if someone submits the form who isn’t known to your database, a category is identified to assign them to. For example, you could setup a category entitled ‘event submissions’.

Select the standard fields you want to include on the booking form by ticking the boxes and click “create above event”

In blue writing underneath the system will state, “Above event created, click here to complete the process”.

When you click through to the next page, you then have the option to add up to 25 custom event fields. (For example, dietary requirements/how they heard about the event etc.) Click “add custom event field” input your chosen field text, select a data type and decide whether it should be a required field or not.

State the email address that you want to receive notifications of bookings to.

“Content for confirmation email” enter the text you would like to be sent to the guests who book onto your event by email. The system will automatically send this when a guest books in..

“Text to display after the booking made” enter here the text you would like guests to see once they have booked in.

Use the html editor to design your booking page, add company logos and branding to your design. Imbed in the design ##eventbookingform## so that the system can pull in the data that you wish to capture. Click “save above event details”

If you input ##eventpaypal## into the design this can allow to take payments via paypal.

Just below the editor is a unique booking URL that you use to attach to your email campaign or by using the ##eventnumber## that will pre-populate information so your contacts don’t have to fill out a whole form. The attachment is created via hyperlinking text in the email about the event.

Hover over “events” and click “events list” to view a list of all the different events entered in the system. You can view how many people have booked on and by clicking on the underlined number; a list of contacts booked onto the event is displayed.

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Admin

ConfigurationYou should not need to change anything in your configuration screen as Kulahub will have already setup the standard default settings on your behalf.

However, if you purchased your copy of Kulahub prior to September 2013, you may like to check the email address used in the “from email address” field.

• Change the ‘From Email Address’ (it might say, for example, sent@kulahub.com – so you would change it to your own email address.

• Then click on ‘save configuration details’

Adding users• Hover over the ‘admin’ menu and select ‘user management’.

• Input the first name, last name & email address of the user and input a password.

• Select the access level for a user. Manager or User access. (Managers can download data, view notes activity and delete information, users can’t download data, view notes activity or delete information. You can also restrict users from the ability to send email campaigns).

View user action log• If you have ‘Manager’ access you can view when users are logging in and logging out and

downloading data.

• Hover over the ‘admin’ tab and click ‘view user action log’.

• Select the email address of the person you want to view.

Backing up Your Data• Kulahub has two servers with different providers that are both available in real-time in

the UK. All data is securely transferred using SSL and all data is backed up every 8 hours to Microsoft’s Azure platform. In addition a snapshot of Kulahub’s primary server is taken every 2 hours and stored in a separate location with their server provider.

• Should you wish to take a backup copy of your contact records follow this procedure: Go to Reports > click on the blue hyperlink ‘all contacts’ , using the ‘download data’ link to save in spreadsheet format on your own local device. Note: this method backs up contact records only (ie it does not include reminders/notes etc.).