Managing Your Leads Cradle to Grave Using WorkCenter CRM from vforms Software What will you have when this webinar is completed? 1. Real Time report with all needed contact information 2. Contact List Manager List Associated with your leads 3. Contacts tied to an Automated Action Plan for communication marketing 4. Contact record exported to a FNMA file for importing into your LOS WorkCenter CRM Database Management Training Session Page 1
5. All loan affiliated 3 rd party providers will be included in your Contact Record for quick access What Do You Need to make you an Expert on tracking your leads? 1. This FREE webinar 2. Copy of WorkCenter CRM 3. Rename 6 Contact Custom Fields 4. Create a Real Time Report 5. Move your contacts to a Contact List Manager List 6. Run your Action Plan 7. When the lead turns into a loan export your contact file to a FNMA file 8. Import the FNMA file into your LOS (Demo will use Calyx Point) 5 Ways to Mark & Identify Your Contact Records: 1. Job Title 2. Categories 3. ID/Status 4. Vendor Type 5. Contact Custom Fields WorkCenter CRM Database Management Training Session Page 2
Request for practical application use for WorkCenter CRM 1. Use WorkCenter as your starting block on all leads 2. Mark Contacts using Custom Fields to identify needed items a. See screen view custom fields below 3. Take contact information and enter the data directly into WorkCenter (or Excel spreadsheet) 4. Save the information - Utilize F5 WorkCenter short-cut key (refresh database) 5. Create Real Time Tracking report Include all needed items from #2 above in this report 6. Add selected contacts to specific Contact List Manager List 7. Tie the list to an Action Plan that has one or more of the following options a. Phone call Appointment - Task b. Letter c. Email 8. Lead turns into a Loan Prospect - export contact data to a FNMA file 9. Import the FNMA file into your LOS a. Remove contact from your Action Plan list WorkCenter CRM Short Cut Primary Keys ( Yellow keys used in this demo): F4 LOS database syncing F5 Database refresh F9 WorkCenter scripts Ctrl Alt S Save F2 used to perform global data changes in conjunction with the reports Custom Fields: Contact and Loan Custom Fields WorkCenter 5.0: 50 Contact Custom Fields: 20 Text; 10 Numbers; 10 Dates; 10 Yes/No 50 Loan Custom Fields: 20 Text; 10 Numbers; 10 Dates; 10 Yes/No How we will Mark our contacts using Contact Custom Fields: WorkCenter CRM Database Management Training Session Page 3
Logic behind what I want to accomplish with tracing my leads: 1. I want to track my leads 2. I want to see all new leads that have been generated (report) 3. I want to be able to place them in an Automated Marketing Plan with different documents delivered 4. When they are converted from a lead to a loan customer remove them from the marketing plan 5. Assigned to a new marketing plan to keep them updated on our progress Step #1: Rename custom fields to meet my needs: 1. Lead Source 2. Purpose of financing 3. Estimated value of property 4. Lead Date 5. Lead Removal Date 6. Enter contact and loan information for this client Open WorkCenter, click on Tools, Setup Options and then go to Contact Custom Fields Please notice that I have renamed many of the Contact Custom Fields, including making one Text field as My Loan. That field will be used in a future webinar and not in this class. WorkCenter CRM Database Management Training Session Page 4
Step #2: Open a New Contact Record inside WorkCenter Please notice that I have also clicked the Custom Fields tab at the bottom of the contact screen view. You will also notice the custom fields that have been renamed are now showing in this screen view. This will allow us to enter all the contact information and the necessary custom field information. WorkCenter CRM Database Management Training Session Page 5
Step #3: Manually enter the information needed when you are speaking with or have other communication with the prospect. We will be entering additional information on this client under the Info Tab for spouse and other information. Click on the Info Tab and complete additional data WorkCenter CRM Database Management Training Session Page 6
Step #4: Open the Loan Tab and enter information on what type of loan the lead is seeking: a. Click on the + icon and add a new blank loan please note the borrower name will be automatically populated with the Contact Name as shown below. Complete any information that you can get from the client for the type of loan they wish: Step #5: Save all of your edits, first click on the green check mark located on the icons and then click on the save icon. The contact record will close. Step #6: Use one of your WorkCenter Short-Cut Keys (F5) to refresh your database. Step #7: Create a contact report that will display all custom fields you renamed plus the contact name, email and primary phone number. Start with the All Contacts Report. WorkCenter CRM Database Management Training Session Page 7
Step #8: Right click into the report and rename the report All Contacts Leads Arrange the columns so you can see the most important columns when you open the report. Sort the report by the Lead Date with the newest lead date at the top. You will only need to create the report one time inside WorkCenter. See the screen shot below: Step #9: We now want to create the filters in the report to only reflect the contact records that have a Lead Date entered into their record. Click the filter build icon (flood light) at the bottom of the report and enter the filter we wish. For this example, we only want to filter by one field: Lead Date is not blank. Click the Apply button and then the OK button. Resave the report with a right click and save report. End report: WorkCenter CRM Database Management Training Session Page 8
Step #10: We will now add the loans to a Contact List Manger List. This list will be the vehicle that will deliver these leads to my selected Action Plan for communicating with these leads. Make sure all the contacts are highlighted, right click in the highlighted area and select: Add Items to a List We will now add these selected contacts to one of my existing lists. It is called the Leads group and the list is called Active Leads. If you prefer, you can create your own personal list for this example. Step #11: Review your Contact List Manager List verifying the leads from this report have been added to the list. To do this click on the Contact List Manager icon. Toggle down and click the box with the + sign next to the Leads group heading. The lists will drop down and you will see that the Active Leads list contains your selected contact records. See the 8 contacts have been added to your list. These Lists have two major functions inside WorkCenter: First, the list will allow you to view and focus on only the contacts inside the list and exclude all other contacts in the database. Second, the list will be used to send your contacts to your selected Action Plan. WorkCenter CRM Database Management Training Session Page 9
Step #12: Tie your contact list to the selected Action Plan that you wish to use in this campaign. If you do not have a selected action plan, you can create one to meet your needs. See the WorkCenter user guide or videos on how this is done. For this example we will tie this Active Leads list to the Active Leads Action Plan. You can accomplish this simply by highlighting the list and click the edit item icon (black pyramid) icon at the bottom of the lists. A box will appear showing three lines. Click into the third line and assign this list to an appropriate action plan. For this example, we will select the Active Leads action plan. Step #13: Click the Action Plan Tab and then the Management Tab, making sure you have the box checked Active for this plan. Click on the Processing Tab and click Calculate Items Due. All pending Action Plan steps will appear. There are three colors of action plan steps: Green items scheduled for today; Red items scheduled for previous days not processed yet; Blue items scheduled for a future date. Select the items you wish to process and select Process Now. The selected email and letter items will appear on your screen for approval. WorkCenter CRM Database Management Training Session Page 10
When your Lead turns into a loan customer Follow these steps: 1. Mark your contact record custom field as Remove and place today s date 2. Export your contact data to a FNMA file 3. Import that file into your LOS (Demo will send file to Calyx Point) 4. Remove the contact record from the Active Leads List 1. Mark Contact Record as Remove open contact record click on the Custom Fields Tab mark the date. 2. Export your contact data to a FNMA file. If your contact record has no loan associated with the record, select your contact record from the main screen view on the left side. Single click on the contact record so it is a contact record. Press the F9 key and open your script file selection box. Select the Export to FNMA script and click OK. This has now created a file and sent the file to your default settings under the Tools, Setup Options, and Loan Origination Tab. If your contact record has a loan associated with the record, open the all loans record and select the loan and follow the same process as stated above. WorkCenter CRM Database Management Training Session Page 11
3. Import the FNMA File into your LOS. For this example, we will be using Calyx Point. Create a new file, click on File, Import from and select the FNMA DO option. Each LOS will import FNMA files. Select the FNMA file and click OK. Add any additional data to the file and save the file to your LOS. WorkCenter CRM Database Management Training Session Page 12
4. Last Step: Remove the contact from the Active Leads List. Open the Contact List Manager using the Two Person Icon. Double click on the Active Leads List. The list contacts will be displayed on the left side of the screen view. Right click on the selected contact. For this example, we will use the Armstrong, Louis record and select Remove form List (do not select Delete Contact ) WorkCenter offers complimentary videos and user manuals. You can also purchase personal coaching and/or setup from our office. We offer live webinars for our users. Some are complimentary and others can be purchased as an entire series or single selected topics. Client Services & Support: 425.489.7773 National Sales: 877.498.6888 WorkCenter CRM Database Management Training Session Page 13