In the Taskbar, you are able to search Leads and Clients separately.
Lead - clients who don't have any active services with you and/or who never have - they sit under the 'Lead' Section on the CRM
You will be able to 'Search' leads, add new leads via 'Add New Personal File' and/or 'Add New Business File'.
Client - Clients who have at least one active service with you.
Same with the Leads, you will also be able to 'Search' , add new via 'Add New Personal File' and/or 'Add New Business'
Note: We do a quarterly 'sweep' of the Contact Status to make sure that everyone is sitting where they're supposed to be and to ensure your database is reflecting the correct Contact Status for all clients.
First of all - it is best to spend the time up front, structuring your searches to display the information that is most useful to see from the get go.
Filter - Refer to the 'Search Your Leads & Clients' section
Reset - Refer to the 'Search Your Leads & Clients' section
The cog in the right corner, next to the search and filter buttons to easily move the columns around into a view that suits your individual preferences - this will be saved for next time you log into the CRM. Use the icon on the right of the 'Column Selection' box to move them from Visible to Not Visible.
You can move the columns around manually also (not using the Column Selection section). Drag left or right to reorder.
Sort by your chosen column (for example, click the 'Mobile' Column to sort numerically)
Resize the columns in this view by hovering over the right of the title until your cursor changes to the black resize cursor.
Drop down the Filter to refine your search, or hit the 'reset' option to search for everything sitting under Lead and Client.
The Filter Icon will drop down a selection of fields to refine your search by (including First & Last Name)
Reset Icon removes all saved or search filters applied. If you Reset & Search, this will pull up all Leads or Clients you have access to.
Hit Search to run or rerun the Search (this doesn't automatically search so you must hit this when you first open the Lead Search page)
If you are a Business Owner, you are able to export said results.
Note: This four buttons applies the same to the 'Client' section.
Tip: You can export even without loading the results
Lead and Client sections feature distinct filter options and contain different information from each other.
Lead Filter Search Options: Adviser, Lead Status, Adviser Status, First Name, Lead Origin, Lead Type, Last Name, Lead Gen, Contact Type, Next Activity Type, Next Activity Assignee, Next Activity Date, Created Date
Client Filter Search Options: Adviser, Next Activity Assigned To, Adviser Status, Lead Origin, Next Activity Type, Services, First Name, Last Name, Contact Status, Contact Type, Next Activity Date, Client Since, Next Review Date
Tip: You can multi-select the dropdown selection with CTRL + 'select'
If it's a Lead, Under Lead, select the 'Add Your Personal File'
If it's a Client, select Client and, 'Add Your Personal File'
File Name: Use the Family Name
Adviser: A dropdown selection of all the advisers of the business is available
Services: Select the service offered / applicable to this Client file.
Person: Required Fields are indicated by a red asterisk (Family Name, Adviser Name, First Name & Last Name)
Contact Method: Though not required, if you already have the information, we recommend adding them accordingly
Business Name: Refer to 'Business Overview' for more information
Note the following additional sections;
Lead Status: This can be entered to sort your Leads, dropdown options can be added, removed or edited by the Business Owner via the Business Dashboard.
Upload Photo: You can now upload an image (for example ID)
Once you added the Client File and save it, Advice Process and Tabs of different services you declared and offer as an Adviser will then show. Refer to 'Services Overview' for more about Services.
Additional Contacts and Services can all be added once a Primary Customer has been loaded.
Add Additional 'People': There are only two required fields in this section, First & Last Name. The Physical Address, if this has populated for the Primary Contact, should pre-populate for any secondary contacts, however, this can be amended as required. Click the 'Save' icon.
Add a Business: This will open up a new window. Refer to 'Business Overview' for further instructions on this.
Add a Trust:
Add a Professional Contact
Linked Contacts: This refers to another client that might be involved and/or related to the client.
This is where you, as an Adviser can add and review notes regarding the client
Within a client's file, there is now a 'current activity' summary. This will display aging number of days these activities are.
L&R Applications: Sitting at First Meeting, Submitted, Underwriting, Notes/Tests Required, Offer of Terms & Policy Accepted
KiwiSaver Applications: Sitting at Info Required & Submitted
Mortgage Applications: Sitting at Mortgage Enquiry, Awaiting Application, Application Received, Loan Application Submitted, Information Required, Pre-Approved LOO, Conditional LOO, Unconditional LOO & Loan Instructions
Mortgage Refixes: Sitting PIA Sent, Pricing Requested, Pricing Received, Instructions Sent & PIA Received
F&G Applications: Sitting at Contact Made, Info Requested, Info Received, Underwriting, Offer of Terms & Policy Accepted
L&R Claims: Sitting at Claim Requested, Claim Submitted, On Claim, Claim Declined (if within the last 60 days) & Claim Paid (if within the last 60 days)
L&R Retention: Sitting at 1st Arrears, 2nd Arrears, Change of Servicing, Repayment Plan, Cancellation Requested, Reduction Requested, Policy Suspension, Premium Holiday & Policy Alteration.
TAP CRM Update 28_05_2020 - File Activity.mp4This section summarises the note history on a client's file and all pending tasks that have been scheduled and/or completed.
Notes from all other sections will pull through in chronological order
The Activity Timeline can also be used to see Pending and Past Tasks that have been set up on a client's file.
Use the arrow on the left side to expand and collapse the Activity Timeline pane as required
1 . Client Referrals: This is where you click to refer the client to other services (e.g. Blanket, Tower, Loanoptions.ai, etc.)
Note: Referrals are to be requested to be switched on. Reach out to the TAP Team to set this up.
2. Add a Phone Call Activity
3. Add a New Note
4. Schedule Activity
These icons are also indicators of where this notes are related.
Please refer to the 'Services Overview' for further information on adding Services into the CRM
TAP CRM Update 28_05_2020 - Activity Timeline (1).mp4Edit history of the Client file can be viewed under this tab.
From the creation of the file to modifications, adding secondary contacts and/or updating, this can be viewed on this tab.
Under Document, select the folder you would like to add the files to
Click '+' to add new document
Once the window for adding documents pops up, you can either drag and drop one or multiple files or you can choose them from a folder in your computer
Once documents have been loaded into this box, you can click 'Upload' for them to added to the CRM.
Click on the services on the left side to select the applicable service the documents are related to.
Note: If you accidentally upload a document into the wrong folder, once it is loaded, you can click the blaarrow pointing to the right, highlighted below.
A pop up will appear for you to indicate which folder you want to transfer the document to. Dropdown selection is available.
