Lead Management Application User GuideV1.1

RUBY

Table of contents

1 Introduction 32 Access 3

2.1 Login 3

2.2 Saving as an App 4

3 Screens 53.1 Lead List 5

3.2 Lead Details Screen 6

3.3 Update Lead Screen 7

3.3 Update Lead Screen (cntd) 8

3.4 Assign Lead Screen 9

3.5 Query Lead Screen 10

3.6 History Screen 10

4 Flow Info Graphic 115 Support 12

1 IntroductionRuby was created to help you improve conversion of opportunities to meetings.

Key features include:

• Mobile app accessible from advisers’ phone

• SMS notification of new leads and leads due

• Tracking the outcome of conversations held

• Tracking the outcome of meetings held with leads

• Providing feedback to HO about lead quality

• Re-scheduling of call backs in the case of unsuccessful contact

2 Access 2.1 Login

Ruby is available at https://gold.ybr.com.au/ruby/ You can access this on your PC, laptop and your smart phone using your CA number and password.

Lead Management

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Step 1: Select the share icon

Step 2: Tap on the ‘Add to Home Screen’ Icon

Step 1: Select the menu button in the top right corner

Step 2: Press the “Add to Home screen” button”

2.2 Savings as an APP

Please note that this app is not available in any app store. Please see below instructions on how to save the app to your mobile phone home screen.

IOS ANDROID

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3 Screens 3.1 Lead List

Here is where you will find all leads which have been assigned to you. You can quickly view basic information about the lead just from scanning the page.

Key information includes:

Due time: The default due time is 2 hours from creation. When a lead has less than 30 minutes until it is due, it will turn orange, if it is overdue, it will turn red.

Basic Details: Includes the lead name, and a brief description of the lead source.

Status: Provides a basic view of what stage the lead is up to in the lifecycle.

Advisor Performance: Reflects lead contact performance and on-time performance.

Simply tap on the lead you want to view more information and actions.

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3.2 Lead Details Screen

Here is where you will find all the details of the individual lead. This is where all the action happens!

Due time: This informs you of your call management time frame.

Flag Problem: Press this to return the lead to head office for review due to issues with the lead (i.e. fraud, duplicate lead, not your postcode).

Email: Press this to send an email to the lead (using default email in phone/pc setup). Best practice is always to make phone contact with your leads.

Assign Link: Press this to assign the lead to another adviser.

History: Shows a history of the last 3 comments against the lead.

Status & Update Link: Shows the current status journey of the lead and the button to update with a new action taken (use this after every call to update on outcome).

Lead Score & Details Link: This reflects the contact center lead score (from 1 – 20, 20 being the highest) and link to lead feedback.

Background Details: • Post code of lead • Date lead first made contact • Lead ID tracking number

Call Lead: Pressing this button will connect you to the lead.

Marketing Information: This will provide you with how the lead made contact and what pages they were interested in.

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3.3 Update Lead Screen

The update lead screen is where you record the outcomes of your calls. There is a predefined list of actions which appear when you click on the “Call Outcome” drop down arrow. It is best practice that all leads are updated. This helps you prepare for the next call, provides feedback to head office and helps work out areas to target for improved contact and meeting conversion. Its important that these outcomes are selected immediately after the call is made when the conversation is still fresh in your mind. Each action will have a corresponding effect on the lead due by time and/or status:

Call Outcome ActionNo Answer (the lead did not pick up)

a) 1st no answer > an automated reminder SMS will be sent to advisor +2 hours (business hours) after first attempt. The lead will receive an automated SMS advising them of the missed call.

b) 2nd no answer > a call back SMS is auto set to +2 hours (business hours) after second attempt, however the advisor can customise this time.

c) 3rd no answer > an automated reminder SMS will be sent to advisor +2 hours (business hours) after third attempt. The lead will receive an automated SMS advising them of the missed call.

The status will then be closed and automatically be removed from advisors screen.

Set appointment

(advisor has made contact with the lead and the appointment is set)

Status completed - lead automatically removed from screen

Spoke, call back better time

(advisor has spoken to the lead but the lead cannot talk and has asked the advisor to call them back)

Advisor selects a short term follow up:

a) one day

b) two days

c) 5 days

d) 7 days

e) + custom

Tip: If the lead returns your call, ensure to go back in and update the status!

Table continued next page

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3.3 Update Lead Screen (continued)

Not ready yet, schedule future call

(the lead is keen, but not ready right now. Circumstances may change in the future)

Advisor selects a long term follow up:

a) One month

b) Two months

c) 6 months

d) 12 months

e) + custom

Information seeking only

(the lead does not wish to be called back or contacted again and is only wanting some information)

Status completed - lead automatically removed from screen

Does not qualify

(the lead doesn’t have a job; deposit, bankruptcy, bad credit score etc)

Status completed - lead automatically removed from screen

Going with competitor

(self-explanatory)

Status completed - lead automatically removed from screen

Never requested a call from YBR

(self-explanatory)

Status completed - lead automatically removed from screen

Wrong number

(self-explanatory)

Status completed - lead automatically removed from screen

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3.4 Assign Lead Screen

The assign lead screen is used to assign leads to other advisers. This screen will return all other Ruby users at your branch and at other branches etc.

Once you click on the name, you will be given the option to add a comment, or just assign straight away. The lead will then disappear from your lead list and transfer to the adviser you assigned the lead to.

Common uses: If the lead is after financial advice yet no adviser in your branch is licensed with an AFSL, etc.

If someone from your branch is not appearing, please contact ruby@ybr.com.au for further assistance.

“This lead is closer to the CBD so I will assign it to Rogan.”

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3.5 Query Lead Screen

The query lead screen is used to send leads back to head office which need review. This could be for a variety of predefined reasons, which are:

• Not your postcode

• Duplicate

• Fraud

• Not a real person

• “Known” to you

• Once you submit the lead to head office, it will disappear from your queue

3.6 History Screen

The history screen provides a timeline view of all actions carried out on leads.

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4 Flow Info Graphic Summary

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5 SupportFor fast support, ideas or to register a new user, contact:

ruby@ybr.com.au

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