Application Training — Lead Management System. Slide 2 Module Agenda Module Break-upDuration (minutes) Lesson 1: Introduction to Lead Management System10

Application Training — Lead Management System

LMS

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


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


INTRODUCTION TO LEAD MANAGEMENT SYSTEM

LESSON 1


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


Key Features of 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


Integrated 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


Web Portal Leads Sourcing Process


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.


Campaign Leads Sourcing Process


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.


Prospect Response Categories


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


Advisor Actions in McCamish Agent Portal


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


Advisor Actions in Finacle CRM


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


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 FINACLE CRM

LESSON 2



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.


Create Campaigns.

Create a New Opportunity.

Process Business Tracking.

Maintain and Manage Advisors.

Introduction to Finacle CRM


Logging In to Finacle CRM


Enter User Name. Enter Password. Click Sign In.


Finacle Landing Screen


As you log in to the application, the Finacle Landing screen is the first screen that is displayed to the user.


Tasks Performed Using Finacle Landing Screen


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.


Demonstration: Business Tracking Process


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


Practice Activity: Track Advisors Business

Track the Advisor’s Business by selecting Advisor Name/ID and entering the following details:

Advisor Name: XXX



Assigning Opportunities


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


Assigning Advisors to Leads: Call Centre Operator and Campaign Manager


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


Assigning Advisors to Group


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.


Assigning Advisors to Leads: Web Portal Managing Agents


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.


Bulk Assignment of Leads to Advisors


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.


Upload Response Captured in Agent Portal


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



Assigning Leads to Advisors (Call Center Operator)

Complete Bulk Assign Process (use Pin Code)

Demonstration: Lead Management



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



Lesson Summary


Create Campaign.

Create New Opportunity.

Process Business Tracking.

Maintain and Manage Agents.



INTRODUCTION TO MCCAMISH

LESSON 3



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.


Manage Leads in the Agent Portal.

Update Lead records.

Introduction to McCamish


Lead Management in Agent Portal


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



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


New Proposals


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


New Proposals


Updating of Lead Records


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.


Practice Activity: Access My Leads in McCamish

Access My Leads entering the following details:

Access all Leads with the Call Later status


New Proposals


Lesson Summary


Manage Leads in Agent Portal.

Update Lead Records.



INTRODUCTION TO ANALYZ

LESSON 4



The Analyz application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead.


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


Campaign Tracking


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:


Cross Sell and Up Sell Opportunities


Stage 1

• Identify Cross-Sell Opportunities

Stage 2

• Process Cross-Sell Opportunities

Cross Sell and Up Sell Opportunities involve the following two stages:


Analyz Calculations


Probability to Win

Advisor Productivity

Opportunity Tracking

Tracking Lost Opportunities

Advisor Turn Around Time


Lesson Summary


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.



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?


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.


Questions