CRM Quick Reference Guide AMS Distributor Customers 2013 Internet Pipeline, Inc. All rights reserved. Information in this document is subject to change without notice. The software described in this document is furnished under the Internet Pipeline, Inc. System License and Maintenance Agreement. The software may be used only in accordance with the terms of this agreement. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or any means electronic or mechanical, including photocopying and recording for any purposes other than the purchaser s and/or purchaser s employee use without the written permission of Internet Pipeline, Inc.
Table of Contents Introduction... 4 Why CRM?... 4 Where Can I Get Help?... 4 System Requirements... 4 Operating Systems... 4 Browsers... 4 Hardware System Requirements... 5 Getting Started... 5 Logging In... 5 Ribbons and Navigation Panel... 6 Views... 7 Lists... 9 Insurance Workplace... 9 Dashboards... 9 Chart Detail... 10 Chart Ribbon Options... 10 Leads... 11 Qualifying a Lead... 12 Activities... 12 Activity Options... 13 Creating New Activities... 14 Insurance Workplace... 15 Contacts... 16 Contact Detail... 17 Contact Related Entities... 18 Opportunities/Cases... 20 Opportunity Detail... 20 2 P a g e
Opportunity/Case Related Entities... 21 Creating a New Opportunity... 22 ipipeline Product Integration... 23 Marketing Functions... 23 Marketing Lists... 24 Quick Campaigns... 25 Quick Campaign Wizard... 26 Reporting on Quick Campaigns... 27 Advanced Find... 27 Advanced Find: Steps... 28 Sharing an Advanced Find... 28 Appendix A: Synching with Agency Integrator (AI)... 29 Appendix B: Frequently Used Icons... 30 Main Ribbon... 30 Add Ribbon... 31 3 P a g e
Introduction Welcome to ipipeline CRM, powered by ipipeline and Microsoft. CRM has been developed to assist your sales organization seeks to obtain an advantage in today s competitive brokerage environment. This guide should serve as a quick reference for some of the powerful tools available in the ipipeline CRM. This Quick Reference Guide contains a few suggestions to optimize usage of CRM. For full system functionality, please utilize the Help icon in the top right-hand corner of your screen, or by clicking the Resource Center link on the left hand navigation bar. Why CRM? There are many reasons why IPipeline has developed CRM in conjunction with Microsoft Dynamics. Some of those reasons include: More centralized location of agent data, not just in printed reports Integration with Outlook contacts and functionality Agent profiling tools Dashboard features that allow user to view the book of business and see sales pipeline Probability calculations to help determine feasibility of opportunities Ability to customize correspondence to agents Where Can I Get Help? The first point of contact for questions should be the ipipeline AMS Help Desk. The Help Desk can be reached by emailing amssupport@ipipeline.com, or by calling 1-800-679-2220. Additional technical support is provided by ipipeline for administrative users only. CRM users can also access a myriad of Microsoft training information by clicking the Help icon in the top righthand corner of CRM, or by clicking the Resource Center link on the left hand navigation bar. System Requirements Operating Systems ipipeline CRM is supported on Microsoft Windows operating systems and Mac OS-x 10.7 or 10.8 when running Safari. Browsers Internet Explorer 8+ - running on Windows (IE 10 on Windows 8 in desktop mode only) Mozilla Firefox latest publicly released version running on Windows Google Chrome latest publicly released version running on Windows Apple Safari latest publicly released version running on Mac OS-x 10.7 or 10.8 4 P a g e
Hardware System Requirements From http://msdn.microsoft.com/en-us/library/hh699680.aspx Processor (32-bit) 750 MHz / Multicore 1.8 GHz Recommended Processor (64-bit) x64 (or comparable), 1.5GHz / 2GH+ Recommended Memory 2GB Ram / 4GB Ram Recommended Hard Disk 1.5 GB / 2 GB recommended (7200 rpm) Network 50 kbps bandwidth, 175 ms max latency Display 1152 x 864 standard; 1280 x 720 widescreen Getting Started Logging In Your organization will have its own unique URL to access ipipeline CRM. That URL will be provided by your system trainer (example: https://agencyname.crm.ipipeline.com). Log in with the username and password provided by your ipipeline Customer Account Manager. Below is a representation of the dashboard users will see when logging into CRM: 5 P a g e
Ribbons and Navigation Panel Once a user has logged into CRM there are two main access points for navigating the system: Ribbons and Navigation Bars. The Ribbon is always at the top of the screen, and contains different actions available for the screen the user is on. For example, on the Dashboard ribbon, users are able to choose options such as, New, Save As, Set as Default, and Advanced Find. On the File ribbon, users are able to choose actions like New Activity, New Record, Tools, and Options. The Navigation Panel is always on the left side of the screen. The highlighted section (Insurance Workplace / Dashboards in the example) will display the module and section a user is currently working within. To navigate to another area of IPipeline CRM, click on one of the main modules (Insurance Workplace, Sales and Marketing, Administration, Resource Center, Settings, etc.) and the menu choices for that module will appear. Keep in mind that each module requires user rights to access. 6 P a g e
For convenience, click the Recently Visited pages and views icon to display the last several CRM records the user has personally accessed. Choose from the list to navigate directly to that record. Views 7 P a g e
The information displayed in the main system view will depend on the module chosen from the Navigation Panel. In the example to the right, we have selected Dashboards and we are specifically looking at the Sales Management Life dashboard. To see other dashboards, click on the drop-down box to navigate to various System Dashboards or personal My Dashboards views. Here is another example of System Views for the Contacts and Leads entity. Users can choose from any of the System Views, or create personalized views by saving an Advanced Find query. Users will see the System Views link by clicking on the side-arrow next to the entity name, or, by clicking in to the entity and choosing from the drop-down menu. Later in this guide, instructions will be provided to help users create personal dashboards and views for other modules of the system. The organization and individual users have the ability to create dashboards and views that suit their business needs. 8 P a g e
Lists Many System Views consist of lists of Activities, Contacts, Opportunities/Cases, etc. At the bottom of each list, there is an alphabetical rolodex which allows users to isolate the list by letter, number, or show all available records. Insurance Workplace The first area that a user sees when accessing CRM will be the Insurance Workplace. The Insurance Workplace contains quick links to key modules in the system such as Dashboards, Leads, Contacts, Opportunities/Cases, Inforce Policies and Activities. When users choose a module inside the Insurance Workplace, the corresponding information appears in the viewing pane. Dashboards The Dashboards area is designed to show important metrics for your sales organization. Each chart within a Dashboard is interactive and the data shown is based on a user s role within the organization. Users can click on any of the graphical metrics and view a list of representative data. For example, if a user clicks on the Sales Pipeline funnel, they will see a list of opportunities that are in certain stages. If a user clicks on the links in the top-right corner, a more detailed view of the chart is presented. 9 P a g e
Chart Detail The Chart Detail will display the View on which it is based. In this example, the Agents by Annual Premium/ Opportunities Chart is pulling from a list of My Open Opportunities. Each section of the bar graph represents a group of Opportunities which are being tracked in the CRM. Users can narrow down the list to all the opportunities for a specific agent, by clicking on that section of the chart. Chart Ribbon Options Notice that when a user expands the View of a chart, additional options in the Ribbon at the top of the window become available. Those options include adding a New Opportunity and even Export to Excel. 10 P a g e
Leads The Leads entity is designed to help users keep track of prospective agents. The tools within the Leads entity allow users to either qualify or disqualify Leads as Contacts or Opportunities in the system. Leads are not synced to Agency Integrator (ipipeline AMS). The default View, My Open Leads, will show those Leads that are owned by a user. Otherwise, users can use the View drop-down list to see lists of Leads that belong to other users or that fit special categories. To open a Lead from the list, double-click anywhere in the row. 11 P a g e
The required fields for a Lead are Topic and Last Name. Use the Navigation Panel on the Leads screen to view Details, Notes, and Activities that are associated with this Lead. Many of the same related entities are present for a Lead, just as they are for a Contact in the system. Qualifying a Lead To Qualify a Lead as a Company, Contact, or Opportunity, click on the Qualify icon. Users may also choose the Disqualify radio button and track the Lead as Lost, No Longer Interested, or Canceled. Activities The second selection in the Insurance Workplace module in the Navigation Panel is Activities. The Activities view will display several types of communication tasks that can be manually added or automatically generated through system rules. The default View in this pane is to show a user s activities; however, other Views can be selected to display activities owned by others. Users can also filter by specific Activity, such as Task, Phone Call, or Email. Activities can be created in a variety of ways: through automated system processes, personally, or by another associated user. When double clicking on an Activity from the list, it will display more information and instructions. 12 P a g e
Possible Activities include: Phone Call: Phone calls can be created manually from a contact, opportunity, or lead record, or can be created from the Activities pane. Email: Email tasks can also be triggered based on rules which are associated with workflows, quick campaigns, or manual tasks. Tasks: These generic activities can be created manually, or can be associated with automatic workflows created in the system. Users may also create follow-ups associated with existing tasks. Activity Options To open an activity, double-click. A detailed view of the activity will appear, along with any instructions that were given by the person or system process which created the Activity. In the example, this phone call is set as a reminder to call an agent about new products. Use the tools in the Ribbon at the top of the activity screen to Mark Complete the activity, Assign to another User, or set the due date out farther. Depending on the activity there will be several options which a user can select: Sender: Will display the system user that created the activity Recipient: Displays the contact which the activity is intended for Subject: A free-form indicator of what the activity is about 13 P a g e
Regarding: Allows users to associate this activity to any entity in the system (Contact, Opportunity, Lead, etc) Owner: The system user who is responsible for completing the task. If the user is the owner, it will show up in their activity list Creating New Activities Activities can be created from within any entity in the system, or when a user is in the Activity View. At the top of the Activity View, the ribbon has options to create new kinds of activities: Phone Call, Task, Email, etc. Choose the type of Activity to be created and click the appropriate Icon In the example Task below, complete the required fields, as indicated by a red asterisk, before clicking Save. 14 P a g e
Insurance Workplace The Insurance Workplace panel allows users to access Leads, Contacts, Companies, Opportunities/Cases, Inforce Policies as well as other entities within CRM. Many of the options in the Sales panel are available in other areas of the system, including the Workplace. Those links will also take users to the same Views described below. 15 P a g e
Contacts The Contacts entity is one of the most important in CRM. There are several different types of people that are classified as Contacts, namely: Agents Policy Owners Beneficiaries Trustees Prospect Agents The default Contacts View (My Active Contacts) will show active records that belong to the Owner of the contact. Using the drop-down selection a user can change between views to change the Contacts that show up in the View. 16 P a g e
Contact Detail To open a Contact record, double-click anywhere within the row. The Navigation Panel on the left side of the screen allows users to navigate to different sections of the Contact Detail screen: General: Includes Name, Email, Phone, and Contact info Opportunities/ Policies: This will show a list of Opportunities associated with the Contact. These can either be Opportunities where the Contact is the Agent, or where the Contact is the Insured. Insurance Production: If your Case Management team uses Agency Integrator (ipipeline AMS), this section will pull Production numbers from that database: o Pending Premium: The amount of premium on Applications that are pending. o Pending Apps: The number of Applications that are pending. o Closed Premium: The amount of premium on Applications that are closed (Not Taken, Declined, etc.). 17 P a g e
o Closed Apps: The number of Applications that are closed. o First App Submitted: The date on which the Contact (Agent) first submitted an application which was entered into Agency Integrator. o Last App Submitted: The date on which the Contact (Agent) last submitted an application which was entered into Agency Integrator. o Last App Paid: The date on which the last application was toggled to a Paid status for the Contact (Agent) in Agency Integrator. Profile: This section allows users to indicate what percentages of business an Agent allocates to different lines of business and sales concepts. Details: Includes fields to help users track personal information such as DOB, Spouse, Children, and Hobbies. Address: Includes Primary and Secondary Address Marketing Permissions: This section allows users to control permissions for Contact communication from CRM. If any particular method is disallowed, users will not be able to initiate that type of communication with the Contact. Administration: This section will designate the Owner/User assigned to this contact Notes: The Notes section allows users to track any ideas, conversations, or general information for the contact. Contact Related Entities There are several other Related Entities for Contacts that can be accessed in the left-hand Navigation Panel. They include: Common: Activities: The view defaults to Open Activities associated to the contact. The view can be adjusted to show more or less should the user need to limit what is available. Closed Activities: The Closed Activities shows activities which have been marked as Completed. Clicking the Mark Completed icon in an Activity or clicking the Close option will move an Activity to the Closed Activities entity. Emails sent are automatically marked as closed. Insurance Licenses: The ability to see information regarding a contact s Insurance licenses (ie. State, license number, effective dates, and product lines). These are read-only in CRM and will display the Licenses present in Agency Integrator (ipipeline AMS). 18 P a g e
Insurance Contracting: The ability to see information regarding a contact s Carrier Contracts (ie. Carrier, status, State, appointment number, effective dates, and product lines). These are read-only in CRM and will display the Appointments present in Agency Integrator (ipipeline AMS). Illustration Requests: Users can log an Activity that is an Illustration Request for a Contact. Illustration Requests can be converted to an Opportunity/Case. AI Comments: This will show a list of Comments added to the Contact in Agency Integrator (ipipeline AMS). You can also add AI Comments that Agency Integrator users will be able to view, as well as CRM users. Other: More addresses: Additional address for the contact. Relationship Tree: The Relationship Tree shows all CRM entities that are related to the Contact. If a user expands any of the options, a list of all the items in that module relating to the Contact are displayed. Hierarchy Members: Hierarchy information synched from Agency Integrator will indicate the Hierarchies that the Contact is a member of. Hierarchy Upline/Downline: Displays the contacts that reside directly above and below the selected contact in a Hierarchy. More Sales Marketers: CRM contacts have one owner that is generally and individual or a team. The More Sale Marketers feature allows additional Users or Teams to be assigned to a contact that aren t the contact s Owner. Views and Advanced Finds can be generated off of this data. AI Document Vault: If your agency subscribes to Document Vault, this link displays any documents that have been uploaded to the AI or CRM Document Vault for this contact. You can also attach new documents to a contact through this link. Call Plans: Displays Call Plans that the Contact is attached to. Connections: Displays Connections within CRM for this Contact. Audit History: If auditing is enabled for this entity for your organization, you can see the history of changes made to this Contact record. Marketing: Marketing Lists: Displays the Marketing Lists a Contact belongs to. Marketing Lists are discussed in more detail in the Marketing module. 19 P a g e
Campaigns: Displays the Campaigns that this Contact belongs to. Processes: Workflows: Displays the Workflows that are associated to this Contact and their current status. Dialog Sessions: Displays the Dialogs that are associated to this Contact and their current status. Opportunities/Cases The Opportunities / Cases entity allows you to track new and existing business from Agent contacts. Users can track Opportunities before they are submitted to the Carrier, and also see the progress of those Opportunities as they are managed by the new business team in Agency Integrator (ipipeline AMS). The default view for Opportunities (My Open Opportunities) will show all the Opportunities that belong to Agent Contacts which are owned by the user. Different Opportunity / Case view are available through the drop-down menu. Opportunity Detail To open an Opportunity record, double-click anywhere within the row. 20 P a g e
The Navigation Panel on the left side of the screen allows users to navigate to different sections of the Opportunity/Case Detail screen: General: Includes the name of the Insured, Agent information, basic client information Case Details: Contains Carrier, Product, and Face Amount of the Opportunity/Case Revenue: Contains anticipated revenue for the Opportunity/Case and the probability of the sale Status Details: Contains the Status of the Opportunity/Case (as fed by Agency Integrator) Beneficiary & Owner: Contains owner and beneficiary information Administration: Displays the originating Lead record (if applicable), the Owner of the contact, AI Codes, AI Custom Fields, AI Organization, Parent Organization, and Grandparent Organization information. Notes: Contains CRM-only Notes Opportunity/Case Related Entities Common: Activities: The view defaults to Open Activities associated to the contact. The view can be adjusted to show more or less should the user need to limit what is available. 21 P a g e
Closed Activities: The Closed Activities shows activities which have been marked as Completed. Clicking the Mark Completed icon in an Activity or clicking the Close option will move an Activity to the Closed Activities entity. Emails sent are automatically marked as closed. Writing Agents: This will list all the Agent Contacts that have been attached to the Opportunity Additional Insureds: Displays any additional insured contacts on the policy. Illustration Requests: Displays Illustration Requests tied to this Opportunity/Case. You can add new Illustration Requests from here as well. Requirements: Displays underwriting requirements for the case and their current status in Agency Integrator (ipipeline AMS). AI Comments: This will show a list of Comments added to the Application record in Agency Integrator (ipipeline AMS). From here, you can also add AI Comments that Agency Integrator users will be able to view, as well as CRM users. Other: AI Document Vault: If your agency subscribes to Document Vault, this link displays any documents that have been uploaded to the AI or CRM Document Vault for this Opportunity/Case. You can also attach new documents to a case through this link. Connections: Displays Connections within CRM for this Opportunity/Case. Audit History: If auditing is enabled for this entity for your organization, you can see the Creating a New Opportunity To create a New Opportunity, click on the New icon while in the Opportunity View on the main CRM screen. Complete the required fields before saving the Opportunity. You can choose whether or not this Opportunity should Sync to Agency Integrator (ipipeline AMS) by clicking on the ipipeline tab and selecting Sync to AI. 22 P a g e
ipipeline Product Integration Access to additional ipipeline products such as Quoting, igo, and Agency Integrator, can be launched from within CRM. In an Opportunity, on the ipipeline tab, you will see links to: Quotes: Run multi-carrier term comparisons igo: Transfer Opportunity client information to the igo platform to begin an e-application Sync to AI: Transfer Opportunity client information to the Agency Integrator platform. Once this has occurred, the application information will be maintained in Agency Integrator and synched to CRM. Marketing Functions The Sales and Marketing module contains links to several of the organized marketing functions within CRM. From here, users can create marketing lists and view marketing campaigns. 23 P a g e
Marketing Lists Marketing Lists allow users to group Contacts into specialized groups. Marketing Lists can be used for email communication, mail merges, Quick Campaigns, and more intricate Marketing Campaigns. To create a Marketing List, click New and fill out the required fields. Users will need to choose whether the Marketing List is for Leads, Accounts, or Contacts. Adding members to the Marketing List can be done several ways: From within a Contact record, click on the Marketing Lists related entity link at the top of the screen to add the selected contact to a Marketing List. From the Contact View, click the selection box next to one or several records and click the Add to Marketing List icon From within the Marketing List, click on the Marketing List Members link. 24 P a g e
Quick Campaigns Quick Campaigns allow you to create marketing tasks, or marketing communications for a Marketing List or a group of Contacts. 25 P a g e
To create a Quick Campaign from the Contact View, click on the Add ribbon and the Quick Campaign drop-down. Select whether the Quick Campaign is for all records in the View, or only Contacts on the page. Quick Campaign Wizard The Quick Campaign Wizard will take users through the necessary steps to create a Quick Campaign, after naming the campaign, select which type of Activity needs to be created: Phone Call, Appointment, Letter, Fax, or Email. Select whether the ensuing Activities will be assigned to the current user, the owners of the Contact records, or to another user or team. The activities can also be added to a queue where they can be worked on by several groups of users. Once the activity type is selected, users will have the ability to configure the activity with a specific subject, due date, and other interactive options. 26 P a g e
Finally, the Quick Campaign activities will show up in the Activity View of the users to whom the activities were assigned. Quick campaigns can also be launched from within a Marketing List. Simply choose the Marketing List from the View, and click the Create Quick Campaign button. Go through the Quick Campaign Wizard selections. Reporting on Quick Campaigns To see the progress of Quick Campaigns, click on the Quick Campaign selection from the Sales Navigation Panel. The Quick Campaign view will display all the active campaigns, the total number of members, and the number of successful activity assignments. Advanced Find Click the Advanced Find button, generally located in the top right-hand corner of the screen, to query the database for relevant Contacts, Opportunities, and Leads. Advanced Find will allow users to create custom Views for all entities in the system. 27 P a g e
As you add criteria to the Advanced Find, you can use one of several operators in connection with elements in the database. In addition to AND and OR logic, you can also apply operators to specific criteria, including does not equal, equals, contains, etc. Advanced Find: Steps 1. Click the New button. 2. Change the Look for to indicate with CRM entity to be queried (Contacts, Opportunities/Cases, Activities, In Force Policies, Leads, etc.) 3. If desired, change the Use Saved View to build off an existing query. 4. At the bottom of the screen, click Select to choose the database fields to be queried. 5. Use the AND, OR, Does Not Equal, Equals, etc logic to define the parameters of the query. 6. Click the Save icon and give the Query a name. 7. Once the query is saved, you can then choose it from the View drop-down in the main CRM screen under My Views. Sharing an Advanced Find Clicking on the Saved Views tab on the Advanced Find screen allows users to see a list of Views assigned to their user. To share one or more of the Views, select them in the list, and click Share. 28 P a g e
Next, selecting users or teams where the view is to be shared. Click on the Add User/Team icon and select the desired users or teams. Once the users or teams are chosen, make the following choices regarding their access to the View: Read: Gives the assigned user Read Only access to the View Write: Gives the assigned user access to Edit the View Delete: Gives the assigned user access to Delete the View Append: Gives the assigned user access to Append additional criteria to the view Assign: Gives the assigned user access to Assign the View to other users Share: Gives the assigned user access to Share the View with other users. Click the OK button to save the shared views. Appendix A: Synching with Agency Integrator (AI) CRM Entity Agency Integrator How does it Synch? Opportunity/Case Application If the Opportunity is created in CRM, it will sync when the Sync to AI button is clicked on the Opportunity Record. If the Opportunity is created in AI, it will automatically sync to CRM. Contact Prospect / Agent If a Contact is created in CRM and is designated as a Prospect or Agent, the record will be created in AI. Hierarchy Members Hierarchy If a Contact is created in A as a Prospect or Agent, it will automatically sync into the CRM CRM will reflect the Hierarchy that a Contact belongs to within AI. Additionally, any upline or downline contacts will be linked 29 P a g e
in CRM just as they are in AI AI Comments Agent Comments Comments created on Agent records in AI will be shown in CRM. AI Codes Codes Codes that are added to a Contact in AI will be reflected in CRM. Codes are read-only in CRM. Appendix B: Frequently Used Icons Main Ribbon New: Creates a new record. Based off the entity the user is viewing Edit: Allows users to Edit one, or many records at a time Activate: Allows users to activate records in a deactivated status Deactivate: Allows users to deactivate records in an activated status Merge: Allows users to merge two records together (not available for Agent Contacts) Send Direct Email: Allows users to send an email to selected records Add to Marketing List: Allows users to add records to an existing, or new Marketing List Add to Queue: Allows users to send records, most often Activities, to a Queue of Users Assign: Allows users to Assign records to another User or Queue Share: Allows users to grant access to another User Email a Link: Allows users to email a link to a View or a Contact record Run Workflow: Allows users to apply an automated process to a record Import Data: Allows users to import data from an outside data source Export to Excel: Allows users to export a static or dynamic list to Microsoft Excel Advanced Find: Allows users to create a custom View 30 P a g e
Add Ribbon Attach File: Allows users to attach a file to a record Add Note: Allows users to attach a note to a record Activity: Allows users to create an Activity for a record. Options are Task, Email, Phone Call, etc. Mail Merge: Allows users to create a Mail Merge in Microsoft Word for the Records Quick Campaign: Allows users to create a Quick Campaign for selected records 31 P a g e