Referrals🤝

• Follow Agency Standards

• Ensure that the amount of gift cards sent to referrals in New Jersey do not exceed $25 each, which is the standard limit for that state on Thanks.io. 🎁

• Verify the accuracy of mailing addresses using the USPS to ensure successful delivery. 📬

• Set up the referrer as a linked applicant to the referral's EZLynx account. 📂

• Update the referral tracker before the weekly cut-off time to facilitate the timely mailing of gift cards. 📝

• For gift cards and care packages, any expense over $75 must be approved by the COO. These expenses are also capped at a maximum of 1-2 per week. 

• Reach out with email, text, and call and do another follow up and set a deadline; document with Labels. 

• Failure to complete weekly referral tracker. 👎 

• Neglecting to link back to the referral applicant. 🔗

• Omission of a link back note. 📝 

• Deviation from the established process standards. 🚫 

• NOT moving activities to discussion titles

• NOT renaming discussion titles 

• NOT adding document to correct folders

• NOT renaming document to correct document naming conventions

• NOT Associating document and discussion title to policy.

• NOT associating (attaching) the documents to the discussion for context. 

• Watch this video: Understanding the Referral Program

• We will pay $25 per referral to anyone who refers us to a new client that we bind.

• Referrals report will be reviewed and paid weekly by Executive Team

• Payment will be sent via Thanks.io. It will be mailed to the insured in a handwritten letter with a link to retrieve the gift card

• We will send out the gift card every Friday at 4pm once we have the referral link. If it is not completed, we will NOT send out the gift card.

• The max limit is $25. If you would like to send something else like a gift basket please contact Carlo Customer Care Process ✅

• Make sure that the referral EZLynx profile account is correct and there’s a link back note for both the client referred to us and the referrer's EZLynx account. They must be linked applicants to each other.  🔗 

• Always select the tab for the correct date at the bottom of the spreadsheet 

• This report has the following filters (Referral- Other and Referral- Client Center) It has a 1 week lag following when an opportunity was closed (not the effective date) . Video Explainer

• Make sure you are using the Sales Center and entering the lead source as referral-other and putting the account in closed-bound status. If you are not then it will not show up on this report and do not assign tasks to anyone to send out gift cards.

• On the referral report going forward if an account has multiple policies, we will just put 1 on the report and not multiple policies 

• For gift cards and care packages, any expense over $75 must be approved by the COO. These expenses are also capped at a maximum of 1-2 per week. 

If they are not a client of the agency or don’t have any active policy please create an account to make sure we are sending the GC to the right address. For example, please see this account. https://app.ezlynx.com/web/account/148490812/overview

Referral Process for Advisor Evolved Website and Assigning Tasks

• Video Guide

1. Referral Source:

• Clients can submit referrals through two channels:

  • Our website referral form: https://www.streetsmart.insurance/refer-a-friend/

  • Directly within their Client Center account (We have the referral automation going on for new and renewal clients)

2. Referral Received:

• Advisor Evolved Website Referrals: When a referral comes in through the website, a task will be assigned by the operations team within the referring client's account.

• Client Center Referrals: These referrals will be similarly noted within the client's account.

3. Task Assignment:

• The task will be assigned to a team member (technician) in the applicable department.

4. Outreach:

• The assigned team member (technician) will promptly contact the referred prospect.

• In the initial conversation, clearly state that the call is from Streetsmart Insurance due to a referral from [Referring Client's Name].

5. Tracking & Follow-up:

• Detailed notes will be added to the client's account to track progress. Make sure to do follow-ups.

• Include key dates and outcomes of interactions with the prospect.

6. Closing the Loop:

• Once the referred prospect becomes a client, link their new account back to the original referring client's account to acknowledge the referral.

Important Reminders

• As of the moment, there is a problem with generating a referral report from EZLynx. ⚠️ There is a pending EZLynx ticket to resolve this issue. 

• In the meantime,  we have updated the DailyBot referral check-in with the referral report excel sheet link where you can directly input your referrals from last week. 🤖  

• The operations team will validate the opportunity source’s correctness. 🕵️

Gift Card Status

• • Reviewing - Initially, an order goes into 'Reviewing' which is the 1-Hour window allotted to review. We can still cancel the gift card before it gets processed.

  • Processing - When a gift card order is sent/submitted to the printer, it will be in processing.

  • Printed / Shipped - The gift card order is printed and mailed.

  • Out for delivery / Delivered - The mail piece has been green lit for delivery at the recipient's nearest postal facility. The mail piece should reach the mailbox within 1-2 business days of this tracking event depending on the USPS schedule.

  • Failed / Error - Orders that have failed due to technical errors. The most common error is 'Address Incomplete or Missing' and 'Address Undeliverable.'

Returned Gift Cards

• Returned gift cards could happen if the mail piece is being returned by USPS to sender due to barcode, ID tag area, or address errors. We can check the reason for return or error by reviewing the gift card for certain insured. 

• The specific reason for each error will be shown. The most common errors are 'Address Incomplete or Missing' and 'Address Undeliverable.' 

  • If the gift card has the correct address based on EZLynx information and is still undeliverable, go to the referral link and send an email campaign using the Referral>Undeliverable Gift Card Template. They can send their updated mailing address or request for a digital gift card. If they do ask for a digital option we can send it via Melio.

  • If the insured opted for Melio, ask Audrey Ariola to send a check for referral fee. Provide her the EZLynx account for the Name and Address and the amount. Then, set expectations with customers that it should arrive within 7-10 business days.

  • If unresponsive to our emails, ask the TED team to call them so we can get an answer ASAP.

  • Once we have the correct address information, please update the referral tracker. You may add a comment and tag Lorie and Carlo, so we can send out the gift cards again by the next payout cycle.

• All orders are subject to address verification and other gate-checkers to ensure that:

  • No duplicates are sent. (GOOD NEWS! They are now allowing the sending of gift cards to the same address within the past 30 days).

  • The address is real and deliverable, the USPS says.

• This ensures that there is no wasted money, or resources printing mailers that will go straight into the trash. When orders complete, you only pay for the mailers that actually get printed.

• Helpful Article

This is the section where we outline all of the hairball, wonky things that can happen so we have a Plan B ready to go. 😱

Here are some options for the what if situations that may arise. We want to empower you with a plan rather than having to scramble. 💪

🤔What if the gift card was returned/undeliverable? 

• When we encounter this kind of error, please double check with your referral their correct address and update it in the EZLynx applicant profile if necessary. Most of the time, they might have a 2nd address line (e,g, Apartment number, bldg etc).

🤔What if we need to send something other than a $25 gift card?

• Check Customer Care Process and let Carlo Ferrara know

🤔What if the insured prefers a digital gift card?

• Ask Audrey Ariola o send a check for referral fee

🤔What if the insured or carrier is unresponsive? 

• Remember to do two follow-ups, with a week between each. Please utilize the Labels to document this.

Email

• Referral>Undeliverable Gift Card Template