Leads360 Small Business Admin Training Manual

Transcription

1 Leads360 Small Business Admin Training Manual 1

2 Contents Getting Started... 4 Logging In... 4 Release Notes... 4 Dashboard... 5 Message from Admin... 5 New Features... 5 Milestones Report... 5 Performance Metrics Report... 6 Calendar and Reminders... 6 Client Settings... 7 Main Navigation Menu... 7 The Client Settings Page... 7 Managing Users The Manage Users Page Adding a User User Roles Understanding Roles Assigning Roles Workflow Statuses and Actions s The Manage s Page Editing an Field Tags More Features Adding Attachments to s Reminders The Manage Reminders Page Distribution Push vs. Pull

3 Editing a Distribution program The Program Details Tab Schedule: When does it run? User Filters: Who receives leads? Setting User Filters Campaigns The Manage Campaigns Page Delivery Instructions/URL Reporting User reports Contact Ratio Summary Time Between Actions Nip in the bud User Activity Summary Campaign Reports Campaign Cost Assessment Lead Reports Lead Activity Summary Custom Reports Getting new leads into the system Add New Lead The View Leads Page Importing Leads Import Defaults Contacting Support

4 Getting Started Logging In To get started with Leads360, you first need to log in. Go to lm.leads360.com and type in your username and password. If it is your first time logging in; you will find your username and password in your registration . Your default password is Next to the login button is the Forgot Password link. Admins and Users alike can use this link to retrieve a forgotten password. Clicking it will immediately send your login information to the address on file. There is no waiting period. Release Notes Also on the log in screen you will find a log of release notes with the most recent at the top of the list. Any updates to the product will be documented here. When you log in to the system for the first time, you will be prompted to change your password. All accounts are created with the same default password, so it is recommended that you change your password right away. After changing your password, you are redirected to the Dashboard. On subsequent logins the first page that will load is the Dashboard. 4

5 Dashboard The Dashboard is the main organizational location for Announcements, Scheduling and Reminders, as well as Metrics, and Reports. Message from Admin Message from Admin is set by you and visible to all your users. Use it as a place to post general company wide announcements. New Features New Features is visible to all Users and is set by Leads360. Keep an eye on this space to see information about releases of new features in the Leads360 software. Milestones Report The Milestones Report gives you an instant snapshot view of how quickly and efficiently your leads are moving through your pipeline. Click the "Video" button to see a video on how to use the Milestones Report. 5

6 Performance Metrics Report The Performance Metrics Report displays data on all actions taken by your users. Metrics are displayed numerically and in chart form. Click the "Video" button to see more about the Performance Metrics Report. Calendar and Reminders With the Calendar and Reminders Day View you can set reminders for your users and see the reminders they have set for themselves. To view reminders that have been set by users, find a date that is bold, and click on it. The reminders that have been set for that day will be displayed in the Reminders Day View. Metrics, Milestones, and Reports are not likely to be something you'll be paying much attention to at first. When your system begins to accumulate data these tools will become really useful. They will bring into focus all the activities of your staff and the relative quality of your lead sources. It is for this reason that the video links appear over each of these features. As soon as data starts to appear in these reports, you can click the video link to help you make sense of it. There will be more information on Custom Reports and Summary Reports in a later section of this manual. 6

7 Client Settings Next you'll want to add information about your company. Do this on the Client Settings page. Main Navigation Menu The Main Navigation Menu is revealed by mousing over the Menu Tab at the top left of the page. There are also two other tabs; Leads and Dashboard. These tabs are shortcuts to the most commonly used parts of the site, the View Leads Page and the Dashboard. Click Client Settings on the Preferences submenu. The Client Settings Page Enter your Company Name, Phone Number, And Website URL. These fields will be stored in your Leads360 system and put into automatically generated s so be sure to type them exactly as you want them to appear in official, external business communications. The Default Campaign is set to "Self Generated". When you or a user adds a lead to the system, the campaign it will be associated with by default will be the "Self Generated" Campaign. After setting up your campaigns you may decide that you want to change the default campaign, but for now, leave it as it is. More on campaigns later. 7

8 The Home Page Message displays the "Message from Admin" that appears on the Dashboard. It can be seen by all users. The Workflow PDF is a flowchart type document that explains how leads move through the sales cycle and when the automatic s are sent. There will be more on workflow during the section on Statuses and Actions. Users Can Edit Manual s: Leave this checked if you want your users to be able to edit the content of Manual s before they send them. Transfer Lead Reminders upon Lead Assignment: When this option is selected, a reassigned lead will bring with it any reminders that have been set. If a call to the lead has been scheduled by the old user, the new user will find it in his calendar after the lead is reassigned. Leave this checked for seamless lead transfer. Reminder Popup Enabled: With this option selected, users who are logged in to Leads360 are alerted by a popup message when they get assigned a new lead. 8

9 Time Zone: Set this to your local time zone. This is important because Distribution programs run according to the schedule that you set. If you enable your Users to receive leads between 9AM and 5PM, but the Time Zone is inaccurately set, your agents will not be receiving leads between the hours that you intend. IP Address Security Settings: This is optional. Use an IP Address Filter if you want your Users to be able to log in and see their leads only from a specific location, like your offices. Your current IP Address is displayed at the top of the page. If you are in your office, putting this IP Address into the fields and Clicking Add IP Address will restrict access to Leads360 to the computers in your office only. After you have added your IP Address Filter, click Return to Client Settings. By default, access is open; meaning that your users will be able to access the system from any computer. Password Requirements: Click here to Edit Password Requirements. You can specify length and case requirements, as well as special characters and more. Make your edits and click Submit A Note about the grayed out fields. There are quite a few fields on the Client Settings Page, as well as entire Tabs which are grayed out. You will find this to be the case throughout the Leads360 Small Business product. This is because the Small Business Product is based on the LeadManager Enterprise product, but with pared down functionality and customizability to be a simpler and more affordable solution for small businesses. If you have any questions about grayed out features or are interested in upgrading please contact support to be put in touch with the Leads360 Sales department. 9

10 Managing Users After putting your company information into the system the next step is to add your users. Click Manage Users on the Administration Submenu. The Manage Users Page Adding a User Click the Add New User button. Enter the new user's name and contact information. Just as with the Company information, some or all of the information you put into these fields will be used in automatically generated s; so make sure you type everything as you would like it to appear to potential clients. Users are able to edit their own contact information, so it's a good idea to make sure they double check the information you input on the "Add/Edit User" page. Note that the First Name, Last Name, and Fields are required. Click submit to create the User account. User Roles The next step you will need to take when adding your users is defining the user's Role. Click the User's "Roles" link. "User" is the default Role for new accounts. 10

11 Understanding Roles Roles User Administrator Power User The "User" Role belongs to people whose job is to work leads. Users can: See only their own leads, Edit only their own User Settings, Not assign or reassign any leads. Administrators have total control of the system settings. Administrators: Have control over account billing. Can view and edit all user account information, Can assign and reassign all leads in the system. Can buy leads from new lead sources. Can delete users Can view all reports. Only one or two trusted employees should have the Administrator role. Power Users have control only over their own user settings but they can view, edit, assign and re assign all leads in the system. Assigning Roles To change a user's role, select the role you would like to assign to them from the list of Available Roles and click the Assign button. If you want to remove a role, select the role in the list of User Roles and click the Remove button. Note that users can have multiple rolls. When a does have multiple, their system privileges will be those of the highest role they have been assigned. When you have assigned the appropriate Roles, click the Return to Manage Users button. 11

12 Next, click on the Settings link for your new user. The only fields on the MySettings page that you may want to take a look at is the Calendar Day Start and End Hours. The start and end times you input here will determine the hours of the work day which are displayed on the Reminders Day View on your dashboard. For example you may choose to change the start and end of the work day to 9 and 5, respectively. Time Zone Note that your user has inherited the time zone that you inputted on the Client Settings Page. If this user were a telecommuter working from another time zone, you could change the time zone here so that their Calendar Day Start and End Hours would be accurate to their geographical location. Press Submit to save any changes and return to the Manage Users Page. Repeat these steps until you have added all your users. Once you have added all your users, you can manage them from the Manage Users Page. 12

13 Look Next at the Receiving Leads Columns. The Values in these columns show On, and Enabled. Click on these values to toggle between On/Off and Enabled/Disabled. The difference between these methods of controlling lead flow is as follows: On and Off can be controlled by the Administrator or the User. It should be thought of as a pause button on a users lead flow. Users turn off their lead flow when they go to lunch, or on vacation. Administrators can see if their users have paused their lead flow when they are out of the office. If a user doesn't pause their own lead flow, it can be paused by the Administrator here on the Manage Users Page. The Enabled Column is visible to and controlled by the Administrator only. Disable a user if you want the user to stop receiving leads through distribution. There are a few more links associated with each user on the manage Users page. Click the Password link to reset a user's Password. Administrators will need to do this if users get locked out of their accounts by three successive failed login attempts. Click the Edit link to edit a user's Contact information. Click the Reports Link to add custom reports to the user's dashboard. There will be more information on Reports in a later section of this training course. Click Delete to Delete the user. You will be asked to confirm this action. Note that a users leads will not be re assigned when he is deleted. It is recommended that you re assign a user's leads before you delete the user. 13

14 Workflow Workflow describes how users take leads through the sales cycle. With the lead sales cycle standardized into the Leads360 Workflow, it is easy for administrators to know how users are working leads. Leads360 workflow documents a lead's sales history and facilitates reporting on User performance and Lead Source quality. Workflow also includes mandatory managerial review of all leads marked as "Bad Leads". Statuses and Actions The two key concepts in the Leads360 Workflow are Statuses and Actions. A Status is the state or disposition of a lead. For example, "New", "Attempting Contact", "Contacted", or "Funded". At any given moment a lead is said to be in a particular status. Actions are identified steps with the workflow that users take to move the lead into a new status. Examples of Actions are: 1st Call: Left Message Contacted: Call Back Application Taken To understand how Statuses and Actions relate to each other in the leads360 workflow, use the familiar analogy of a car. You are sitting in your car, ready to drive, but the car isn t running. The car s Status is Off You take the Action Start the Car This moves the car s Status to Running You take the Action Put Car in Gear This moves the car s Status to Driving By taking Actions, you move the Status of your car from Off to Driving There is a Workflow Best Practices PDF available for download on the Client Settings Page. This document illustrates all the available Actions on Leads when they are in different Statuses. It also shows where Actions will trigger a Status change. It is recommended that you print this document and keep it on hand as a cheat sheet. Please note that it is not available for download by Users. You may want to distribute it to your Users. 14

15 s Leads360 system helps you keep in touch with potential clients quickly and consistently. An automatic is sent to the lead the moment the lead is assigned to a user and over time in a 'dripmarketing' fashion. In each case no work is required from the user. The Manage s Page To view and edit the automatic system s click Manage s on the Administration Submenu. Visible on the Manage s page are the Titles and Subjects of the s as well as the value in the "Enabled" column and a link to edit each . Click on the Edit Link to edit the content of the . 15

16 Editing an Editing s is very much like composing an in an client. The main difference is the presence of values appearing inside curly brackets, for example {First Name}. These are called Field Tags. These only appear like this in your system. Before the is sent these field tags act as variables, pulling the actual value out of your leads360 system and putting it in the . 16

17 Field Tags If you want to edit the content of an and want to include more personalized information pertaining to either the lead, the user or your company, do so by adding more field tags. Imagine, for example, you'd like to add your fax number to your signature. Click the View Field Tags link at the top of the form to see the legend of available field tags. Copy the Field Tag as it appears in the list. Close the Field Tags Legend Paste the field tag into the appropriate place in the . More Features Html s Change from the default value Text to html if you want to send html s. This allows more formatting options, but not all clients will render html s the same. Unless you are experienced testing and troubleshooting html s, use this feature sparingly, if at all. Adding Attachments to s You can also attach files to s by clicking the browse button to locate the file and clicking the Add button to attach the file. Click Submit to save your changes and return to the Manage s Page. Most of these s are sent automatically based either on a status change or triggered after spending a predetermined amount of time in a certain status. Download the Workflow PDF from the Client Settings Page to see the automatic schedule. There is also a Blank Template Manual that does not get sent automatically but can be sent by users manually. You can leave this blank or compose a template for your users to send. On the Client Settings page you can grant your users permission to edit this template or you can choose to make it not editable. There will be a further explanation of manual s in the User Training. 17

18 Reminders Click on Manage Reminders on the Administration Submenu. The Manage Reminders Page There are five reminders that are automatically sent to users. The first reminder is sent ten minutes after a new lead is assigned to a user, and the other four are triggered at predetermined intervals while the lead is in the Nurture status. These reminders keep aging leads active in the user's system. These Reminders are not editable in the Small Business Product, but if you would like to read what they say click the Edit link. If you do not want any of these reminders to be sent, click the Yes in the Enabled Column to change it to a No, disabling that reminder. A full explanation of the reminders and how users incorporate them into their workflow will be in the user training. 18

19 Distribution Distribution is defined as a way of controlling which leads get to and stay with which users. Click on Lead Distribution on the Lead Management Submenu. Depending on your industry there are either four or five pre programmed distribution programs. You can think of a distribution program as a set of rules that governs the distribution of a portion, or all of your company's leads. They are pre programmed but can also be edited to work the way you need them to. Also, they have been given descriptive titles that give you an idea of how they work, for example "New Lead Distribution", which distributes every lead that enters your system in the "New" status. Push vs. Pull There are two types of distribution programs, Push and Pull. Push: A 'Push' program operates by pushing leads to users according to the program's rules. With a Push program, users do nothing to prompt the system to give them leads. Pull: With a Pull program, Users "Pull" leads as they are ready for them. If the program is a "Pull Preview"; that means that the user can see the lead before pulling it into his lead queue. There is also a "Blind Pull" Distribution program where the user pulls leads from the system without seeing them first. Click the value in the enabled column to toggle between enabled and disabled. Clicking the Logs link will take you to the logs page where you can see the history of the distribution program. Find out which leads were distributed to whom, when, and by which program. This is accomplished by selecting the desired values from the Program and User filters, selecting the desired date range, and clicking the Go button. Click the "Return to Distribution" button. 19

20 Depending on which industry you are working in, there will some differences in the distribution programs that your system has. The existing Distribution Programs which appear in the system, irrespective of your industry are: New Lead Distribution: This program acts on all leads that enter the system that are "Unassigned", in the "New" status and have no Actions taken on them. Re Assign if no contact in the past day: This program looks at leads in the "Attempting Contact" Status. It will reassign a lead to a different user, if the current user has not contacted the lead in the last day. Nurture Pull: This program Allows users to pull leads that are in the Nurture Status from other users In the case of first two distribution programs, if a lead is not being properly worked, it becomes available to be cherry picked by another user. Editing a Distribution program Each distribution program has individual settings that can be changed by clicking the programs Edit link. The Program Details Tab When opening a distribution program for editing, the default view is of the "Program Details" Tab. The settings you can control on this tab are as follows: 20

21 Enabled: When this box is checked, the distribution program is enabled. Page View Requirement: Checking the box will require users to have a new page view in the Leads360 system in order to remain eligible to receive a lead through this distribution program. Put in the number of minutes within which the new page view is required. This is roughly a way of rewarding people who are staying busy in the system. Recycle works in a similar way to Page View Requirement, in that it takes a value, a number of minutes. Check the box and enter the value 15 minutes. With these settings, any new lead that is assigned to a new user that gets no action taken on it in 15 minutes will be reassigned. Click the Save button. Schedule: When does it run? Next, click on the "Schedule: When does it run?" Tab. Set your daily schedule for when you want this distribution program to run. This prevents users from receiving leads around the clock. Select a Start time and an end time. If this will be the work hours for each day, click the Copy to All link. Click the Save button. Note that leads can post to your system 24 hours a day. This schedule governs their distribution. 21

22 User Filters: Who receives leads? Now Click the "User Filters: Who receives leads?" tab. If you want to limit the number of leads that are distributed through this program for the whole company, do so by clicking on the Set Group Max Leads link. For now, we'll leave this as unlimited, and take a look at Set User Max Leads, and User Filters. To set a User's Max Leads, click the Set User Max Leads link. The form is the same as the Set Group Max Leads form pictured above. Enter a number that will be the daily maximum for leads through this program. You can set a maximum per number of days or hours. Leave these fields blank if you don't want to limit the number of leads this user receives. To set a daily maximum, enter the number here. Click the Submit button. 22

23 Setting User Filters Setting user filters gives you a greater level of control over how leads get distributed to particular users. To set a user filter, click the user's Set User Filters link. For this example, say you want to give this user only leads that are in the state of Arizona. Start by selecting "State" from the "Column" drop down menu. Select "Equal to" from the "Operator" drop down. Select "Arizona" from the "Value" drop down. Click the "Restrictive" box if you want the user to get leads ONLY if they are from the state of Arizona. If this box is unchecked, the system recognizes that the user prefers leads from Arizona, but will take other leads as well. Click the Add filter button in the options column. You will see the filter now appears in the list of current filters on the lower half of the page. You can add as many filters as you like for a user. When you are done, click the Return to User Filters button. Note that the Operator and Value pull down menus will vary depending on the filter. Note: One thing to keep in mind as you add user filters is that when one user has more filters than another user, the system sees the user with more filters as having a disadvantage, so their lead quota will be filled more quickly than that of a user with fewer filters. To ensure even round robin distribution, set up dummy filters for users with few filters. An example of a dummy filter would be selecting Desired loan amount Greater than or equal to Zero. 23

24 Campaigns Leads are grouped into campaigns so that they can be easily identified as belonging to groups that come from different vendors. When your system accumulates data and you begin using the reporting functionality, it is campaign reporting that enables you to see your ROI by lead source. See which lead providers are making you the most money. Leads360 is integrated with most major internet lead providers to make buying and distributing leads to your users quick and easy. Click Manage Campaigns on the Administration submenu. The Manage Campaigns Page The Leads360 system comes with two campaigns for leads that you may add to the system manually. The next steps will demonstrate how to add a new campaign for internet leads. 1. Click the Add New Campaign button 2. Give the campaign a title. This title will be seen by all the users. If you wish to conceal the source of the leads, give this a name which will not divulge the source of the leads 3. Alternate Title can only be seen by administrators. If you are keeping the lead sources secret from your users, you can use the lead source name in this field, and users will not see it 4. Type Select Internet Lead 5. Enter the Cost per Lead. This is important for measuring ROI 6. Make the campaign Active 7. Select a Provider from the drop down menu. 8. Click Submit Note: There are many lead providers who are not listed in the lead provider pull down on the Add New Campaign page, but with whom Leads360 is integrated nonetheless. So if the lead provider you are buying leads from is not listed, please contact the support team to get their URL. If necessary, the support team will set up an integration with the lead provider. 24

25 Delivery Instructions/URL Back on the Manage Campaigns page again, the new campaign is in the list. You have created the campaign, but now the lead provider needs to know how to deliver the leads to your system. Click the campaign's Delivery Instructions/URL link to open a pop up window which will display your Posting URL as well as relevant instructions Copy the Posting URL and it to your account manager at the lead provider. It is recommended that you ask the lead provider to send a few test leads before sending the whole batch. 25

26 Reporting The focus of this Manual is to set up your leads360 small business system. Since you are setting up, you won't have data to make the reports useful. This section will briefly define the reports available in your system. User reports Contact Ratio Summary Use this report to: To track their overall company contact ratio to judge the value of recent workflow and process changes To compare total contact ratios among different users to gauge user performance To compare total contact ratios among different campaigns (lead sources) to gauge lead provider performance Time Between Actions The Time Between Actions report provides information about how long it takes for your users to contact and take action on your leads. Use this report to: Track the average number of actions taken on each lead Track the average time that it takes for a user to make contact with a lead once it is assigned to them Track the average time that it takes for a user to take their 1 st through 10 th actions on their leads 26

27 Nip in the bud The Nip in the Bud report provides real time visibility of the leads in your pipeline that have not been acted upon in a timely fashion. Don't let good leads rot on the docks. if they aren't being worked by a particular agent, re assign them. User Activity Summary The User Activity Summary provides information about the status of your leads within each of your users' pipelines. Use this report to: Identify various performance metrics and ratios and compare them among various users (such as an "Application Ratio" and "Funding Ratios"). Run the report in Snapshot or Historical mode. Gain insight into each user's pipelines and potential back logs. Run the report in the Snapshot mode. Identify potential fraud when users return or inactivate high percentages of leads 27

28 Campaign Reports Campaign Cost Assessment The Campaign Cost Assessment provides return on cost (ROC) information for the various leads within your LeadManager. This report is not shown to group managers. Use this report to: Estimate the return on cost (ROC) for each lead that reaches an application, closed or funded status Estimate the total value of a lead source's leads within their LeadManager Estimate the total value of a lead source's leads currently within a given status Estimate the total value of a lead source's leads currently belonging to a user 28

29 Lead Reports Lead Activity Summary The Lead Activity Summary provides information about the status of your leads. Custom Reports Click the Run link to run any of the custom reports. My Daily Calls, My Apps Needed, and My Submissions Needed are reports that can appear on a users dashboard. Based on the statuses of the leads in their pipeline, these reports can be viewed as to do lists for agents to whom you want to provide extra direction. All Lead Field Data is similar to the view leads page, but displays all the lead fields Return Report Run this report to see data on returned leads. Each of these custom reports has a Users link. Click the user link on each report to configure which users will see that report in their My Custom Reports section of the dashboard. Select individual users, or the entire group. 29

30 Getting new leads into the system Integrating with internet lead providers was covered in the Manage campaigns section of this manual. There are a couple methods for adding leads to the system manually. Add New Lead Click Add New Lead on the Lead Management Submenu. The Add New Lead page is an empty form which you should fill in to add a user to your system. 30

31 All leads must be associated with a campaign. Select a campaign from the drop down. Select the status of the lead And assign a user. If you don't want to assign a user, but instead want the lead to be distributed by automatic distribution, Make the lead unassigned and new. Fill in the fields and click Submit. When you submit changes (adding a new lead to the system) the View Leads page will load. The View Leads Page The ViewLeads page is the nerve center of Leads360 in terms of actually working leads. You can take actions on leads, set reminders, and more from the View Leads Page. Working an individual lead can also be done from that lead's Edit Lead page. But finding the particular lead or group of leads you want to work on is done on the ViewLeads Page. Selecting groups of leads to focus on is done on the View Leads Page by filtering and sorting. Use the Status, Users, and Campaign filters in combination with the From: and To: date fields to select groups of leads to focus on. Clicking the column headers will sort the selected group of leads by that criterion. 31

32 Importing Leads Click Import Leads on the Lead Management Submenu. 1. Click the Download Import Template link. 2. Save the spreadsheet to your computer. 3. Open it and add your lead data to it. Do not change the order of the columns, or delete the top row. The system is programmed to accept lead data from files that are mapped specifically in this order. 4. When you have added your lead data to the mapping, save and close it. 5. Upload it by clicking the browse button, finding the file and clicking open. Import Defaults Select the Campaign, Status and User you'd like the leads to be associated with when they enter the system. Again, use New and Unassigned if you'd like the leads to be distributed by automatic distribution. Click the Simulate button to test that there are no errors in the lead data, and click the Import button. 32

33 Contacting Support Leads 360 has an extensive online knowledge base that can be reached by clicking Online Support in the Help submenu. There is also a help link at the top, and at the bottom of each page. Click the link, search by keyword, and find your answers. Clicking Help on the Help submenu will take you to our support portal. This page contains links to all our help resources, including full written documentation, training videos, release notes, and more. You can reach Leads360 Support by phone 6AM 6PM PST Monday Friday at (310) ext. 0 33