37signals Product Blog: Robby Russell explains how to use Highrise to organize customer contacts

Robby Russell's review of Highrise (part 2) includes an in-depth example of how he uses Highrise to organize contacts.

He takes us through the whole cycle: initial customer query > review in email program > forward to Highrise > schedule follow up tasks.

If you're looking for insight into how to put Highrise to work for your business, check it out (example after the jump).

Contact Request Submission

So… let’s say that John Cusack (one of my favorite actors while growing up) is having a weird dream and wants to get a website built for the record store that he ran in High Fidelity.

He fills out the form and submits it, which our application than stores and also sends over his contact information to our customer service email address.

A few minutes later…

Manually Review in Mail.app (and apply 2-minute rule)

Here I am in Mail.app and doing a double-take… “is that the real John Cusack?” (no, it’s just test data).

I then ask myself the following questions…

Can I answer this in less than 2 minutes?

If yes, respond immediately (forward to Highrise, if contact info will be needed again)

If no, forward to Highrise

Okay, so I’ve decided to forward this contact to Highrise as I decided to go ahead and speak with John over the phone, since he was kind enough to leave his phone number.

As I mentioned in my last post, I’m using Act-On for forwarding emails to Highrise.

(back-tic h)

...and off the email goes.

View/Edit message/contact in Highrise

I’m now logged into Highrise and looking at my dashboard. As you can see, John Cusack is now at the top of my dashboad and waiting for me to decide if I want to do something with it.

Schedule Follow Up tasks

As I mentioned, I spoke with John over the phone and promised him that I’d send him a follow up email with a proposed date/time for a meeting next week.

...and that’s one way that I’m now using Highrise to getting all my contacts organized.