NAT. NATConnect CRM INSTRUCTIONS NORTH AMERICAN TITLE GROUP CONNECT. Like Clockwork

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1 NAT CONNECT NATConnect CRM INSTRUCTIONS NORTH AMERICAN TITLE GROUP Like Clockwork

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3 NATConnect CRM Instructions Table of Contents 1 TABLE OF CONTENTS SECTION 1 Managing Contacts Topic A: Creating Contacts...2 General Tab...3 Details Tab...4 Customized Service Plan Tab...4 Notes Tab...5 SECTION 2 Managing Companies Topic A: Creating Companies...6 General Tab...7 Details Tab...8 Administration Tab...8 Notes Tab...9 SECTION 3 Managing Marketing Lists Topic A: Creating Marketing Lists...13 Topic B: Adding Members to Marketing Lists...14 SECTION 4 Mailings Topic A: Creating a Mailing...15 Topic B: Viewing the Statistics of a Mailing...18 Topic C: Canceling a Mailing...20 SECTION 5 Library of Core Motives Templates SECTION 6 Notes

4 2 NATConnect CRM SECTION 1 MANAGING CONTACTS Contact = Lead -> Prospect -> Customer Lead: Has had no interaction with you Prospect: Has had interaction with you in person or over the phone Customer: Has submitted an order to NATC Introduction A Contact in NATConnect is a person involved in the order/transaction process, primarily a customer or potential customer. Contact types include Lead, Prospect and Customer. The majority of the information for a contact will come from obtaining a contact s business card or vcard, if they registered on your website or you completed a Customized Service Plan with them. TOPIC A CREATING CONTACTS You can get to your Contact records from the Workplace folder or the Sales folder inside NATConnect. The records you see in either area are the same.

5 NATConnect CRM 3 To Create a New Contact in NATConnect ACTION 1. Select Contacts from the left navigation pane 2. Click the New Contact icon on the Contacts toolbar 3. Complete as many fields as possible on the General tab COMMENT/ NOTES A new Contact screen displays 4. Click Save It is best practice to always save before moving on to the next tab. 5. Complete additional fields on the Details, Customized Service Plan tabs 6. Click Save, Save and Close, or Save and New Enter as much information about your contact as possible. Save Saves the contact and keeps the window open Save and Close Saves the contact and closes the window Save and New Saves the contact and opens a new contact window ALERT: Contact cannot be saved unless the Last Name field is filled in. General Tab The General tab is the default tab that displays when you open or create a new Contact. It contains sections for general information about the contact, address and phone information. Fields with a red asterisk * are required Fields with a blue plus sign + are recommended

6 4 NATConnect CRM Details Tab The Details tab contains general professional and personal information about your contact. The fields on the Details tab are not required, but they may be useful for reporting and analyzing specific data on this tab. TIP: When TIP you see When you see a field field with with a a Calendar icon next to to it, you can click on click the on Calendar the Calendar and and select select a date a date or you can type a type date a date directly directly into into the field. the field. (i.e., (i.e., ) ). Customized Service Plan (CSP) Tabs: REALTOR and Lender The Customized Service Plan (CSP) tabs contain information regarding the Contact s business. The REALTOR CSP tab is broken down by sections: Business, Commercial, Communications, Customer Service, Education and Technology. The Lender CSP tab is broken down by sections: Business, Communications, Education and Technology. The fields on the CSP tabs are not required, however it is a requirement to fill in the appropriate answers once you and your customer have filled out the related Customized Service Plan. Your Region s management team has decided what information they want tracked in NATConnect. There are more questions on the tab than what your region has decided upon as all of NAT region s questions are displayed here. Feel free to fill in any/all the questions even if it is not on your region s Customized Service Plan. You may find the additional information useful for reporting purposes down the line.

7 NATConnect CRM 5 Notes Tab The Notes tab contains notes about the Contact. The types of notes you will enter on the Contact will be general notes about the person. For example, Janet is an avid runner. She is training for the New York Marathon, or Jane has an English Setter named Roscoe that goes everywhere with her. To Add a Note to a Contact ACTION 1. Open the Contact record COMMENT/ NOTES 2. Select Actions a Add a Note A new Contact screen displays 3. Enter a Title of the note 4. Enter the text for the note It is best practice to always save before moving on to the next tab 5. Click Save and Close The note displays on the Notes tab

8 6 NATConnect CRM SECTION 2 MANAGING COMPANIES Introduction A Company in NATConnect is a business involved in the order/transaction process, primarily a company NATC is currently doing business with or a potential company NATC would like to do business with. Companies may have several contacts associated to them. TOPIC A CREATING COMPANIES You can get to your Contact records from the Workplace folder or the Sales folder inside NATConnect. The records you see in either area are the same.

9 NATConnect CRM 7 To Create a New Company in NATConnect ACTION 1. Select Company from the left navigation pane 2. Click the New Company icon on the Company toolbar 3. Complete as many fields as possible on the General tab 4. Click Save 5. Complete additional fields on the Details and Administration tabs, if appropriate 6. Click Save, Save and Close, or Save and New COMMENT/ NOTES A new Company screen displays Save Saves the contact and keeps the window open Save and Close Saves the contact and closes the window Save and New Saves the contact and opens a new contact window ALERT: A Company cannot be saved unless the Company Name field is filled in. General Tab The General tab is the default tab that displays when you open or create a new Company. It contains sections for general information about the company, address and phone information. Fields with a red asterisk * are required

10 8 NATConnect CRM Details Tab The Details tab contains some other general information about the company. The fields on the Details tab are not required, but they may be useful for reporting and analyzing specific data on this tab. Administration Tab The Administration tab mainly contains information regarding the Company s preferences on how or when to be contacted.

11 NATConnect CRM 9 Notes Tab The Notes tab contains notes about the Company. The types of notes you will enter on the Company will be general notes about the company, not a specific contact. For example, Century 21 Orange County has over 30 realtors in their office. To Add a Note to a Company ACTION COMMENT/ NOTES 1. Open the Company record 2. Select Actions a Add a Note 3. Enter a Title of the note 4. Enter the text for the note 5. Click Save and Close The note displays on the Notes tab

12 12 NATConnect CRM SECTION 3 MANAGING MARKETING LISTS Introduction A Marketing List in NATConnect is much like a Distribution List in Outlook. A marketing list is useful to set up a list of contacts based on certain criteria (i.e. Realtors) so that you can easily send mail merge documents, templates or print labels. Marketing Lists can be set up for Contacts, Leads or Companies.

13 NATConnect CRM 13 TOPIC A CREATING MARKETING LISTS You can get to your Marketing List records from the Sales folder or the Marketing folder inside NATConnect. The records you see in either area are the same. To Create a New Marketing List in NATConnect ACTION 1. Select Marketing List from the left navigation pane 2. Click the New Marketing List icon on the Marketing toolbar 3. Complete as many fields as possible on the General tab COMMENT/ NOTES A new Marketing List screen displays If you want to prevent members from being added or removed from the list, click Yes to the right of Locked 4. Click Save, Save and Close, or Save and New Save Saves the marketing list and the Marketing List Members button will become available below Details on the left navigation pane and keeps the window open (see Topic B Adding Members to Marketing Lists on the next page) Save and Close Saves the contact and closes the window Save and New Saves the contact and opens a new contact window ALERT: A Marketing List cannot be saved unless the Name and Member Type fields are filled in.

14 14 NATConnect CRM TOPIC B ADDING MEMBERS TO MARKETING LISTS Once you create a marketing list, you will want to add members to the list. Add Members to a Marketing List in NATConnect ACTION 1. Select Marketing List from the left navigation pane COMMENT/ NOTES 2. Open the Marketing List to add members The Marketing List opens 3. Click Marketing List Members in the left navigation pane 4. Click Manage Members A list of options on how you want to find members opens 5. Click Use Lookup to Add Members or Advance Find 6. Click OK A lookup window opens 7. Click the Lookup button A list of names displays in the Available records: window 8. Hold the Ctrl button down on your keyboard and click on the names to be added to the list All names will be highlighted 9. Click the right arrow button All highlighted names will appear in the Selected records window 10. Click OK The list of names will appear in the marketing list 12. Click Save and Close ALERT: TIP To see a list of all available contacts, do not name and click the enter a name and click the Lookup Button To see a list of all available contacts, do not enter a Lookup button

15 NATConnect CRM 15 SECTION 4 MAILINGS Section Objective In this section, you will: Learn how to create a mailing Learn how to insert a template into the mailing (Required) Learn how to test a mailing Learn how to schedule a mailing Learn how to view statistics of a mailing Learn how to view interactions of a mailing Learn how to cancel a scheduled mailing Introduction A Mailing in NATConnect is similar to sending an to your distribution list(s) in Outlook. It is how you will send bulk s to your NATConnect marketing lists. The difference with a mailing is there are many other features available that are not in Outlook, such as, was the delivered to your recipients, who opened the , did they click on any links, etc. In order to send a mailing, you must have at least one (1) Marketing List created (see Section 4 for steps) as it is required in order to send the mailing. TOPIC A CREATE A MAILING You can get to Mailings from the Marketing folder only, inside NATConnect. Follow the steps below to create a mailing: ACTION 1. Click New COMMENT/ NOTES New mailing form displays 2. Enter Name (Required) This is informational only and will not be viewable by your recipients 3. Enter Subject (Required) This is the subject of your and is viewable to your recipients

16 16 NATConnect CRM ACTION COMMENT/ NOTES 4. Enter Sender Name (Required) This is how your name will display in the From field when your recipients receive the confirm spelling and proper formatting (no all CAPS or all lowercase) 5. Enter Sender Address (Required) Enter your NAT (i.e. address all replies will go to this address 6. Enter Campaign (Required) Select your division name for reporting purposes 7. Enter List (Required) Enter the marketing list you would like to send the mailing to 8. Enter Save You must click save in order to go to other tabs in the mailing 9. Click the HTML Content tab. The html tab displays 10. If applicable, enter your message in the body of the 11. Click Insert Template A list of templates displays ALERT: A template must always be inserted so that your contact information is included in the . At minimum, you must select either 1_NAT_ALL_Signature Template_NoPhoto (or) 1_NAT_ALL_ Signature Template_ With Photo 12. Click on the name of the template to be inserted A list of templates displays 13. Click Insert The insert template window will close and a copy of the template will be displayed in the HTML Content tab 14. If appropriate, make any changes or additions to the content of your template 15. Click the floppy (Save) on the template toolbar within the HTML Content tab DO NOT click on the floppy in the very top left of your window; you must click the floppy within the HTML Content tab. Your screen will be updated and the template will be save when you click on the floppy in that tab

17 NATConnect CRM 17 ACTION COMMENT/ NOTES 16. Click the Testing tab The testing tab displays do not skip this step it is important to confirm how the will look to your recipients 17. Enter your address You can enter more than one address by separating the s with a comma or semicolon 18. Click Send Test Core Motives will confirm pertinent information and then send the test to all addresses entered 19. Go to your Inbox and open the to confirm everything displays as expected If there are any changes needed, make the changes and then send another test 20. Click Schedule tab The schedule tab displays 21. To send the immediately, click Send Immediately Core Motives Marketing Policy displays If you d like to send the at a later date, skip steps and instead, follow steps If appropriate, click detailed marketing policy to view the policy 23. Click the check box to the left of I have read the detailed marketing policy You can skip this step if you are familiar with the policy 24. Click Accept The is sent and a copy of the is placed on all contact s history Skip the steps below if you clicked on Send Immediately

18 18 NATConnect CRM ACTION 25. To schedule the mailing for a later date, enter the appropriate date and time COMMENT/ NOTES 26. Click Send Later Core Motives Marketing Policy displays 27. To view the policy, click detailed marketing policy to view the policy 28. Click the check box to the left of I have read the detailed marketing policy 29. Click Accept A confirmation will be sent confirming the scheduled send When the is actually sent, another confirmation is sent to you A copy of the is placed on all contact s history TOPIC B VIEWING THE STATISTICS OF A MAILING Once you have sent a Mailing, you can view different information within minutes of the sending the mailing. You can view how many recipients were included in the mailing, how many s bounced, how many opened the and how many recipients clicked on a link or unsubscribed. This information will update over time as more and more contacts open your , so make sure to check back at a later date. You can get to your sent Mailings from the Marketing folder only, inside NATConnect. Follow the steps below to view statistics of a Mailing: ACTION COMMENT/ NOTES 1. Select the Mailings folder from the left navigation pane A list of contacts displays to the right 2. Click the drop-down arrow to the right of View and select Sent Mailings A list of sent mailings will display to the right 3. Double-click on the mailing to be viewed The mailing form will display 4. Click the Statistics tab If data has been collected, a chart will display along with the total numbers and percentages

19 NATConnect CRM 19 ACTION 5. COMMENT/ NOTES 2. Click Interactions in the left navigation pane A list of interactions will display, with the most recent activity at the top of the list. 4. There are 6 types of Interactions: Open the contact opened the Click the contact has clicked on url link included in your Unknown the contact has forwarded the to someone Soft Bounce the address exists, but the contact did not receive the due to a variety of reasons (i.e. spam related, inbox is full, etc. Hard Bounce the address is either entered incorrectly, no longer exists or the contact s domain (i.e. nat.com) no longer exists. Note: the contact s record will automatically be marked to not allow bulk or marketing materials Unsubscribe the contact has unsubscribed from all future mailings, regardless of the topic of . Note: the contact s record will automatically be marked to not allow bulk or marketing materials.

20 20 NATConnect CRM TOPIC C CANCELING A MAILING If you have scheduled a mailing for a future date, you can cancel the mailing up to two (2) minutes of the scheduled time. To get to your scheduled mailings go to the Marketing folder and follow the steps below to cancel the mailing: ACTION COMMENT/ NOTES 7. Select the Mailings folder from the left navigation pane A list of contacts displays to the right 8. Click the drop-down arrow to the right of View and select My Scheduled Mailings A list of scheduled mailings will display to the right 9. Double-click on the mailing to be canceled The mailing form will display 10. Click the Schedule tab 11. Click Cancel Mailing A confirmation of the cancelation will display 12. Click Close this Window The mailing will become active 13. Click on the HTML Content tab 14. Make the appropriate changes 14. Click the Schedule tab and either send the mailing immediately or schedule the mailing for another time (see steps above)

21 NATConnect CRM 21 SECTION G LIBRARY OF CORE MOTIVES TEMPLATES FL_BACKTOSCHOOL FL_CONGRATS ON NEW LISTING FL_FALL INTO SEASON CO_AUCTIONS CLASS

22 22 NATConnect CRM FL_COFFEE INVITE FL_FIRPTA SEMINAR FL_COFFEE MEETING CALENDAR OF EVENTS

23 NATConnect CRM 23 FL_NEW ASSOCIATE BIO FL_CONGRATS ON NEW LISTING NEW ASSOCIATE - NO PHOTO NEW ASSOCIATE - PHOTO

24 24 NATConnect CRM GFE CALCULATOR INCORPORATION 101 FL_FLORIDA REPORTER HAPPY HOUR

25 NATConnect CRM 25 HOT DOG DAY FL_MEET & GREET NICE TO MEET YOU MD_RIDE THE WAVE

26 26 NATConnect CRM NEWSLETTER - 1 COLUMN NEWSLETTER - 2 COLUMNS A NOTE FROM THE DESK OF... RISE AND SHINE

27 NATConnect CRM 27 POKER RUN FL_RATE SHEET SAVE THE DATE SHORT SALE SNIPPET

28 28 NATConnect CRM SEMINAR - REALTOR CLASS SEMINAR - 2 COLUMNS CO_FARMERS MARKET THANK YOU FOR YOUR BUSINESS

29 NATConnect CRM 29 HAPPY BIRTHDAY 1 HAPPY BIRTHDAY 2 NAT NEWS 1 NAT NEWS 2

30 NATConnect CRM Notes

31 NATConnect CRM Notes