CRM System - Zoho

Zoho is our CRM system that manages all of our prospective and current student profiles and information. Each counselor is responsible for managing their personal lead pipeline and contact strategy through the Zoho CRM.

New Lead Zoho Workflow

Manually Creating a New Lead in Zoho

Click the + icon in the upper right corner of the page.
Then choose “+ Student” option to take you to the blank Create Student form

Agent name will automatically be placed in Student Owner field
Agent can update the following fields:
1. 1. 1. First Name
    2. Last Name
    3. Email
    4. Phone
    5. Target College
    6. Student Status
    7. Lead Source #1: Phone
    8. Lead Timestamp 1: Today’s Date and time of call
Next click Save button

Updating a Lead Profile

Inbound Call (New Lead)

First Name
Last Name
Phone Number
Email Address
Student Status (Hot, Warm, Not Interested)
Lead Source 1: (Select Phone)
Target College
Call Log
- Subject: IB Call
- Call Purpose: EC: Initial Contact Established
- Call Type: Inbound
- Description: describe what was discussed, what is needed, next steps
Create a follow-up task based on scheduled time with student or enrollment timeline

Inbound Call (profile already exists)

Target College (if necessary)
Last Lead Source (Phone)
Create a follow-up task based on scheduled time with student or enrollment timeline
Student Status (Hot, Warm, Not Interested)
New Call
- Subject: IB Call
- Call Purpose: EC: Initial Contact Established or EC: Connected
- Call Type: Inbound
- Description: describe what was discussed, what is needed, next steps
Send Email (if necessary)

Outbound Call (call not answered)

Student Status: (Attempt 1 or Attempt 2)
New Call
- Subject: OB Call
- Call Purpose: EC: Attempt 1 or EC: Attempt 2
- Call Type: Outbound
- Description: what happened (left message, mailbox full, pick up hang up)

Outbound Call (call answered)

Student Status (Hot, Warm, Not Interested)
Target College
Create a follow-up task based on scheduled time with student or enrollment timeline
New Call
- Subject: OB Call
- Call Purpose: EC: Initial Contact Established or EC: Connected
- Call Type: Outbound
- Description: description of call, next steps, what is needed

Daily Lead Pipeline

Your daily lead pipeline is ordered based on a criteria to predict the prioritization of engagement and 2-way contact. Each lead is scored based on recent activity from their lead source, student status, 2way contact attempts (successful/unsuccessful) and age of lead (created time). Each EC will have their own specialized lead pipeline that organizes all of their leads assigned in their name (Student Owner) in order by highest score - lowest scored lead for OB call prioritization.

Lead Scoring

Each lead will be assigned a lead score which will indicate how likely this lead is to convert, based upon the following factors:

Student Status
Lead Age from Created by Date
Lead Source
Target College
Modified Time
If two contact has been established

The higher the score more likely to enroll. The lower the score the least likely to enroll.

Each day you will sort your leads by Score in Desc order and call down your lead pipeline list.

Updating NEW Lead

Attempt 1 - Day 1 of NEWs
1. No Answer

a. Create New Call Log

i. Update Call Purpose field to EC - Attempt 1

ii. Update Description: left voicemail, phone disconnected, voicemail full

2. Outbound Call Answered

b. Create New Call Log

i. Update Call Purpose field to EC: Initial Contact Established

ii. Update Description: notes from the call/discussion

- - Create a follow-up task based on scheduled time with student or enrollment timeline
  - Change student status to appropriate student status (HOT, WARM, NOT INTERESTED, Do Not Call, BAD)
  - Email appropriate template as necessary

Call Logging

Locate the lead’s account in Zoho
- If this is a new lead, follow the steps to create a new lead
Scroll down to the Open Activities section and select +New Call
Fill in the required information and click Save.
- - 1. Subject
      - IB Call
      - OB Call
    2. Call Purpose (call outcome):

- - - 1. EC - Initial Contact Established: first 2way made by phone
      2. EC - Attempt 1: first OB
      3. EC - Attempt 2: second OB
      4. EC - Not Connected: no answer
      5. EC-Connected: call answered

- - 1. Call Type: Inbound or Outbound
    2. Description:
      - Write robust and qualitative notes:
        Courses the lead inquired about
        When student plans to enroll
        Description of what was discussed
        Notate a voicemail that has been left or received
        Notate if the call is hung up or disconnected
Save

Call Log Rules:

First Call (News)
1. 1. Call Answered/Connected (OB or IB call)
    - Call Log - Call Purpose: EC: Initial Contact Established
  2. Call Unanswered (OB Call)
    - Call Log - Call Purpose: EC: Attempt 1
    - Second call - Call Purpose: EC Attempt 2

2. Second Call after established 2-way connection:

- 1. Follow-up call is not answered-
    - Call Log - Call Purpose: EC: Not Connected
    - Student Status: stays in Warm or Hot
  2. Follow-up call is answered -
    - Call Log - Call Purpose: EC: Connected

Sending an Email

Scroll to the top of the lead profile

Select the green Send Email button

Email pop up will appear
Add Subject Line
Type your email content to student
Click Send

Using Email Templates

Click, Choose Template Link
A pop up of email templates will appear
Select the appropriate email template you need to send the student
Content will automatically populate in the body of the email
Edit as necessary
Click the green Send button

Step-by-Step Guide for Sending Emails in Zoho

Email Templates-Zoho.mp4

Scheduling a Follow-Up Task

Locate the lead’s account in Zoho
1. If this is a new lead please follow steps to create a new lead
Scroll down to Open Activities section and select + New Task
Update the following fields to include:
1. Subject:”Follow up Call”
2. Due Date: Set date for the follow up call (1-2 weeks)
3. Reminder: optional
4. Repeat: optional
5. More fields: No need to update
Save

Chat into Zoho Integration

After you have completed a chat with a student:

The chat will automatically populate the following information into the Zoho profile or update:

1. First Name, Last Name & Email Address will be populated
2. Student Owner will be populated to match the Chat Operator
3. Student Status will be NEW
4. Next available Lead Source: Chat
5. Lead Source Timestamp, SUBID & URL will be automated
6. 2-way Communication box will be checked
7. Chat Transcript will be available in the Notes section

You will need to update the following in the profile:

1. Target College
2. Task - Schedule Follow Up activity
3. Student Status
4. Email as necessary

How to use Zoho Desk

Zoho Desk .mp4

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