Application Training — Lead Management System. Slide 2 Module Agenda Module Break-upDuration...
-
Upload
valentine-webb -
Category
Documents
-
view
213 -
download
0
Transcript of Application Training — Lead Management System. Slide 2 Module Agenda Module Break-upDuration...
Application Training — Lead Management System Slide 2
Module Agenda
Module Break-up Duration(minutes)
Lesson 1: Introduction to Lead Management System 10
Lesson 2: Introduction to Finacle CRM 25
Lesson 3: Introduction to McCamish 20
Lesson 4: Introduction to Analyz 20
Total 75
Application Training — Lead Management System Slide 3
Prerequisites
Learners should be familiar with:
Basic concepts and terminology associated with Postal/Rural Life Insurance
Basic knowledge of working with computers
Basic knowledge of navigating through application interfaces
Application Training — Lead Management System Slide 5
Overview and Objectives
Lead Management System (LMS) is an integration of three platforms that will help IP transform its insurance operations by enabling it to generate more business.
After completing this lesson, you should be able to:
Describe the features of LMS.
Describe the various application integrated for managing Leads.
Describe the Lead Sourcing process for Web Portal.
Describe the Lead Sourcing process for Campaigns.
Describe the Prospect response categories and corresponding Advisor actions for the responses.
Introduction to Lead Management System
Application Training — Lead Management System Slide 6
Key Features of Lead Management System
Introduction to Lead Management System
• Campaign Creation
• Lead Creation
• Lead Assignment
• Track Leads against Policy Purchased
• Track Converted Leads
• Track Opportunity
• Track Lost Opportunity
• Capture Customer Response
• Enable Cross Selling
• Calculate Probability to Win and Update Opportunity Status
• Calculate Turn Around Time of Advisor to Close the Call
Application Training — Lead Management System Slide 7
Integrated Lead Management System
Introduction to Lead Management System
The integrated Lead Management System has the benefit of the following three applications:
Finacle CRM
• Creation of Leads• Assignment of Leads to
Advisors• Updation of Leads Status
based on report provided by Lead responses
• Provision for definition of Campaign and Campaign Cost
• Provision to Associate Leads with Campaign
McCamish
• Capture of Lead Information via Web Portal
• Host the Lead information on the Agent Portal
• Process Leads in the Agent Portal (Lead Response Capture)
• Display Cross-Sell and Up-Sell Products to Existing Customers through Customer Portal
• Calculate the Advisor Incentive based on Advisor Sales Record
Analyz
• Perform Cross-Sell and Up-Sell of Products
• Calculate Win Ratio from Leads and Opportunities
• Publish Advisor Productivity Reports and Closure Rate Reports
• Publish Qualitative and Quantitative Information Report of Leads
• Publish Lost Opportunities Report
Application Training — Lead Management System Slide 8
Web Portal Leads Sourcing Process
Introduction to Lead Management System
Stage 1
• Customers view the insurance products on the Customer Portal and show interest in the products.
Stage 2
• Information is collated and these Opportunities are uploaded in Finacle CRM. The information includes prospects name, address and their products of interest.
Stage 3
• Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences.
Stage 4
• Advisors process the Opportunities and give an Opportunity status update for every type of customer response.
Application Training — Lead Management System Slide 9
Campaign Leads Sourcing Process
Introduction to Lead Management System
Stage 1
• Customers will view insurance products during Marketing Campaigns and express interest and give their personal contact information.
Stage 2
• Information is collated and these Opportunities are created in Finacle CRM. Campaign details from where the Opportunity is sourced are also collated.
Stage 3
• Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences.
Stage 4
• Advisors process the Opportunities and give an Opportunity status update for every type of customer response.
Application Training — Lead Management System Slide 10
Prospect Response Categories
Introduction to Lead Management System
All Leads will have a follow-up due date and Advisors must give an update about the prospect’s response. The Advisors must update the status of the Opportunities as per the response received from the prospects.
• Agreed to go ahead with the offer (policy purchase)Accept
• Not interestedDeny
• Requested to call after some timeCall Later
• No response from the ProspectNo Response
Application Training — Lead Management System Slide 11
Advisor Actions in McCamish Agent Portal
Introduction to Lead Management System
The Advisors must update the status of the Opportunities as per the response received from the Prospects in the McCamish Portal. The Advisors update the following based on the responses from the Prospects:
• Collect and send filled application form to PO to create the policy. Status of the policy is updated to 'Accept' in Finacle CRMAccept
• Information is passed to Finacle CRMDeny
• The call back details (date and time) are captured and stored in Agent Portal Call Later
• No action required from the Advisor; the Prospect information will remain in the Agent PortalNo Response
Application Training — Lead Management System Slide 12
Advisor Actions in Finacle CRM
Introduction to Lead Management System
The Advisors must update the status of the Opportunities as per the response received from the prospects in Finacle CRM. The following actions are carried out in Finacle CRM corresponding to the responses:
• The status of the Opportunity is updated as ‘Closed’ and the disposition is updated to ‘Deal Won’Accept
• The status of the Opportunity is updated as ‘Closed’ and the disposition is updated to ‘Deal Lost’Deny
• No action requiredCall Later
• No action is required. The information will remain in the Agent PortalNo Response
Application Training — Lead Management System Slide 13
Lesson Summary
You have reached the end of the lesson. You should now be able to:
Describe the features of Lead Management System (LMS).
Describe the various application integrated for managing Leads.
Describe the Lead Sourcing process for Web Portal.
Describe the Lead Sourcing process for Campaigns.
Describe the Prospect response categories and corresponding Advisor actions for the responses.
Introduction to Lead Management System
Application Training — Lead Management System Slide 15
Overview and Objectives
The Finacle CRM application acts as a repository for the sourced Leads and performs operations such as Lead assignment and Lead creation. It involves activities from Administrators and Managing Agents.
After completing this lesson, you should be able to:
Create Campaigns.
Create a New Opportunity.
Process Business Tracking.
Maintain and Manage Advisors.
Introduction to Finacle CRM
Application Training — Lead Management System Slide 16
Logging In to Finacle CRM
Introduction to Finacle CRM
Enter User Name. Enter Password. Click Sign In.
Application Training — Lead Management System Slide 17
Finacle Landing Screen
Introduction to Finacle CRM
As you log in to the application, the Finacle Landing screen is the first screen that is displayed to the user.
Application Training — Lead Management System Slide 18
Tasks Performed Using Finacle Landing Screen
Introduction to Finacle CRM
The Finacle landing screen allows you to perform the following tasks:
Create a Campaign
• To access a Campaign, click Marketing > New Campaign.
Create a New Opportunity
• To access a new Opportunity, click Sales > New Opportunity
Business Tracking Process
• To access Business Tracking, click Sales > Business Tracking.
Application Training — Lead Management System Slide 19
Demonstration: Business Tracking Process
Introduction to Finacle CRM
Use the application to do the following actions:
Accessing Finacle CRM
Accessing the Business Tracking screen
Tracking Overdue Business
Assigning Overdue Business to Other Advisors
Application Training — Lead Management System Slide 20
Practice Activity: Track Advisors Business
Track the Advisor’s Business by selecting Advisor Name/ID and entering the following details:
Advisor Name: XXX
Introduction to Finacle CRM
Application Training — Lead Management System Slide 21
Assigning Opportunities
Introduction to Finacle CRM
New Advisors Information
• Advisor created in PMACS
Information sent as batch file at EoD
• To Finacle CRM Solution
Advisors created as DSA Reps
• Saved in Finacle CRM
Advisors assigned Leads
• Finacle CRM access only to Managing Agents
Application Training — Lead Management System Slide 22
Assigning Advisors to Leads: Call Centre Operator and Campaign Manager
Introduction to Finacle CRM
A customer contacts Call
Centre for product information
The Call Centre Operator provides
information and takes a note of
the potential Lead
The Call Centre Operator assigns an Advisor at the time of creating the Opportunity
page
The Campaign Manager assigns Lead to Advisor
on the spot
The customer details are taken
note of as a potential Lead
A customer attends a product Campaign event
Application Training — Lead Management System Slide 23
Assigning Advisors to Group
Introduction to Finacle CRM
A customer contacts Call
Centre for product information
The Managing Agents or Call Centre Advisor
creates an Opportunity
without assigning it to a user and only to a Group
This Opportunity is then assigned
to an Advisor.
Application Training — Lead Management System Slide 24
Assigning Advisors to Leads: Web Portal Managing Agents
Introduction to Finacle CRM
The user of the PLISALESOWNER Group assigns the Opportunities in bulk to the Advisors by retrieving the Advisor information based on post code.
All ‘Supervisors’ and Managing Agents of India Post will be created as users of this Group.
All Opportunities uploaded from the Web Portal will be assigned to a common user Group called PLISALESOWNER.
Application Training — Lead Management System Slide 25
Bulk Assignment of Leads to Advisors
Introduction to Finacle CRM
Bulk assignment of an Advisor can be done by mapping customer Pin Code with Advisors. All Advisors with same Pin Code as customers will get the bulk assigned.
To bulk assign Leads to Agents, click Sales > Bulk Assign Opportunity.
Once Leads are assigned to the Advisors, the Agent Portal will extract data through business views provided by Analyz. The Advisors will be able to see the newly assigned Leads in their Inbox.
Application Training — Lead Management System Slide 26
Upload Response Captured in Agent Portal
Introduction to Finacle CRM
Accept
• The status of the opportunity will be updated to ‘Closed’ and the disposition will be updated to ‘Accepted’.
Deny
• The status of the opportunity will be updated to ‘closed’ and the disposition will be updated to ‘Decline’. The denial reason will also be updated (if it had been captured by the Advisor in the portal).
Lead Response Capture
• Already have Insurance• Minimum Sum Assured is High• Maximum Sum Assured is Low• Required Documents not Available• Not Eligible For The Policy• Returns Low
Application Training — Lead Management System Slide 27
Use the application to do the following actions:
Assigning Leads to Advisors (Call Center Operator)
Complete Bulk Assign Process (use Pin Code)
Demonstration: Lead Management
Introduction to Finacle CRM
Application Training — Lead Management System Slide 28
Practice Activity: Bulk Assign Leads to Advisor using Pin Code
Assign Leads to Advisor by entering the following details:
Web Portal: Leads
Pin Code: 411004
Introduction to Finacle CRM
Application Training — Lead Management System Slide 29
Lesson Summary
You have reached the end of the lesson. You should now be able to:
Create Campaign.
Create New Opportunity.
Process Business Tracking.
Maintain and Manage Agents.
Introduction to Finacle CRM
Application Training — Lead Management System Slide 31
Overview and Objectives
The McCamish application allows the user to manage Leads and update the Lead records through the Agent Portal. This lesson provides an overview of the McCamish application.
After completing this lesson, you should be able to:
Manage Leads in the Agent Portal.
Update Lead records.
Introduction to McCamish
Application Training — Lead Management System Slide 32
Lead Management in Agent Portal
Introduction to McCamish
h
The McCamish application allows the user to manage Leads through the Agent Portal by performing the following activities :
Access My Business Page
Access My Leads Search Page
Access My Leads List Page
Access My Leads Details Page
Application Training — Lead Management System Slide 33
Use the application to do the following actions:
Accessing My Business Page
Accessing My Leads Search Page
Accessing My Leads List Page
Accessing My Leads Details Page
Demonstration: Lead Management in Agent Portal
Introduction to McCamish
New Proposals
Application Training — Lead Management System Slide 34
Practice Activity: Managing Leads in McCamish
Perform the following tasks in the McCamish application:
Access My Business Page
Access My Leads Search Page
Access My Leads List Page
Access My Leads Details Page
Introduction to McCamish
New Proposals
Application Training — Lead Management System Slide 35
Updating of Lead Records
Introduction to McCamish
The Advisor can update the record of Leads that are allocated to him. Every detail record of the Lead will provide the Advisor the option to update. Following are the fields that can be updated:
Field Acceptable values
Status of Lead Status can be updated to:
Accept: When the Lead or customer has been converted and a policy is issuedDeny: When the Lead or customer is not interested in the productCall Later: When the Lead or customer has asked the Advisor to contact at some other timeNo Response: When the Lead or customer does not respond to the Advisor’s call
Reason This is a free text field that the Advisor can update with comments after interaction with the customer or Lead.
Last Contact Date The Advisor has to update the last contact date with the Lead.
Application Training — Lead Management System Slide 36
Practice Activity: Access My Leads in McCamish
Access My Leads entering the following details:
Access all Leads with the Call Later status
Introduction to McCamish
New Proposals
Application Training — Lead Management System Slide 37
Lesson Summary
You have reached the end of the lesson. You should now be able to:
Manage Leads in Agent Portal.
Update Lead Records.
Introduction to McCamish
Application Training — Lead Management System Slide 39
Overview and Objectives
The Analyz application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead.
After completing this lesson, you should be able to:
Track the Leads generated through marketing campaign.
Identify and process Cross-Sell and Up-Sell Opportunities.
List the other statistical activities performed by Analyz.
Introduction to Analyz
Application Training — Lead Management System Slide 40
Campaign Tracking
Introduction to Analyz
Stage 1
• Report tracks Campaign effectiveness
Stage 2
• Report would have a new field Sum Assured and New Dimension Renewal Date
Campaign Tracking involves the following two stages:
Application Training — Lead Management System Slide 41
Cross Sell and Up Sell Opportunities
Introduction to Analyz
Stage 1
• Identify Cross-Sell Opportunities
Stage 2
• Process Cross-Sell Opportunities
Cross Sell and Up Sell Opportunities involve the following two stages:
Application Training — Lead Management System Slide 42
Analyz Calculations
Introduction to Analyz
Probability to Win
Advisor Productivity
Opportunity Tracking
Tracking Lost Opportunities
Advisor Turn Around Time
Application Training — Lead Management System Slide 43
Lesson Summary
You have reached the end of the lesson. You should now be able to:
Track the l
Leads generated through marketing campaign.
Identify and process Cross-Sell and Up-Sell Opportunities.
List the other statistical activities performed by Analyz.
Introduction to Analyz
Application Training — Lead Management System Slide 44
Check Your Understanding
1. What are three applications that are part of Lead Management System?
2. Which application is used for assigning Leads to an Advisor?
3. Which application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead?
4. Agent Portal is actually a part of the Finacle CRM application. Is this statement True or False?
5. There are four categories to slot the Lead responses. Three of them are Deny, Call Later and No Response. Which is the fourth category?
Application Training — Lead Management System Slide 45
Module Summary
You have reached the end of the module. You should now be able to:
Describe the application that are integrated with Lead Management System (LMS).
Perform Lead creation and Lead assignment activities using the Finacle CRM application.
Manage Leads and update Lead records using the McCamish application.
Track the l
Leads and analyze overall return relative to cost using the Analyz application.