2022 CRM GUIDE: PART 1
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TABLE OF CONTENTS
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DASHBOARD
CRM TOOLBAR CONTACTS
7 - 10
CONTACT SPREADSHEET OFFICE365 LEAD & CONTACT SYNC
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CONTACTS TO LEADS
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LEADS
20 - 21
EMAIL SYNC
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DASHBOARD CRM Dashboard - (Customer Relationship Management) To access the agent CRM platform, log in through the My HNR Office > click the CRMWebsite tab > CRM-Website. Note: Teams will log in from the Team Website > Login button. Both options require the My HNR Office login credentials. The dashboard is the home screen in the agent CRM platform. It gives a snapshot of the Leads, Lead Recent Activity, Recently Updated Exclusives (Listings), Tasks Due Soon and Upcoming Events. Select an option in Quick Actions to add new leads, a new task and add a new event or email. Click View All in a section for the expanded view. To quickly access a Listing or Traffic report from the dashboard, click a listing address and select the Action button > View Traffic or Listing Report.
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CRM TOOLBAR Email icon All Messages. View your messages in this section. From your Dashboard (the most recent ten are shown). You can also view messages in your Unread Messages located on the menu toolbar under Tasks. Note: Teams – each team member will have access to send and view emails.
Platform Quick Access Email is communication between you and a lead or contact within your CRM. Search for messages under Tasks > Message Search Use Email in Quick Access to communicate with leads/contacts.
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Image icon Use the photo icon to access the Profile Page; view the Agent Website; access the main Dashboard; Calendar; switch to Harry Norman website; Settings or to Logout of the platform.
CONTACTS Click on Leads > Contacts Manually Adding a Contact Contacts are individuals you are nurturing to become a client and past clients can also be considered contacts. They may not have a specified time frame to buy or sell. Click the Add Contact button and type in the information. To save the contact click the green Create Contact button. Note: Spouse or Partners should be added as individual contacts to receive all campaign email. To add birthdays, click in the birthday field and then click on the year twice. Use the arrows to find the year and then click on the month.
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CONTACTS Click on Leads > Contacts Manually Adding a Contact Import Contacts from the CRM Spreadsheet: Download the CRM Spreadsheet found in My HNR Office > Career Services > Agent CRM/Website folder. Couples can be added as separate contacts for each to receive the campaign emails. When adding couples as one contact, the main email address should be saved as the home email address and a second address saved in the other email address field. To save your spreadsheet, click on File > Save As > and choose where the file will be saved on the computer. To import the contacts in the CRM, click on Leads > Contacts > Actions button > Import from CSV. Go to step 2 and click the Choose File button. Select the file from the computer to upload. An email address is required in the next field to receive a confirmation email of the import results. Click the orange Import Contacts button. To finish the import, click the Refresh/Reload button in your browser. ** Large contact records may require you to refresh twice to import all contacts or leads. An email will be sent to the email address with the results of the contact import –
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In Excel select Blank Workbook. Type in column header names on the spreadsheet, E.g., first name, last name, etc. Add another column header called Category to the spreadsheet (Hot Contact, Buyer) to identify the contacts. A contact can be associated with multiple categories. When adding a contact to multiple categories separate the categories by a comma. For a copy of the CRM spreadsheet type in CRM in the search documents field in the My HNR Office. To save the spreadsheet, click on File > Save > Browse. Name the spreadsheet in the File name field and in the Save as type window, select CSV (Comma delimited) from the drop-down menu.
To import the excel spreadsheet, click on Leads > Contacts > Actions button > Import from CSV. Skip to Step 2 and click the Choose File button to find the file. An email address is required in the next field to receive a confirmation email of the import results. Click the Import Contacts button. The next screen opens to select the correct data fields, E.g., First Name, Last Name, Home or Work Address, Category, etc...
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When finished click the Import button. The system takes you back to the main contacts window. Click the Refresh/ Reload icon in your browser window. Note: For large databases click the Refresh/Reload button until all contacts are uploaded.
OFFICE365 CONTACT AUTO-SYNC AND IMPORT – Linking Office365 will only sync contacts into the CRM and will auto-update contacts and leads. Contacts and leads will not be deleted in auto-updates. Note: If categories are associated with the contacts the categories will not sync from or to Office365. Click on the photo icon on the menu toolbar and select My Profile from the drop-down. 1. Scroll to the bottom of the page and select to sync Office365. Note: If you use a full copy of Microsoft Office and Outlook for your email, using this option will require you to sign in through the HNR Office365 Web Mail to sync your contacts. 2. Log into the Office365 email account. The successful connection will say “Office365 Calendar and Contact successfully connected.
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3. Click back on Leads > Contacts > Actions tab. 4. Select to Import Contacts form Microsoft Exchange. 5. Select all or check the box by the contacts to add. 6. After selecting the contacts to import scroll to the bottom of the window and click on Import Selected Microsoft Exchange Contacts.
7. Use the Browser refresh button to update the contacts management page.
Note: To disconnect the Office365 from the CRM platform click the red button Remove Office365 on the My Profile page.
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CRM GUIDE: PART 1 CHANGE CONTACTS TO LEADS: To turn a contact into a lead, click on Leads > Contacts > select the Contact Name > Actions tab > Add to Leads.
You will be prompted to create a password and the option to send an email confirmation to the lead.
**The new lead will now show in the Leads section of the site. All information attached to the contact will follow. To remove leads contact techsupport.harrynorman.com.
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CRM GUIDE: PART 1 LEAD CONFIRMATION EMAIL: The CRM will automatically generate a new lead Follow-Up email to the agent.
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To see the follow-up task click on the link in the email or in the CRM - Task – All Task. The task can also be found by clicking on the Lead name and select Task from the navigation menu.
Follow-up Tasks must be associated with a lead and must have a set completion time (the task must be set to be accomplished AT a specific time, as opposed to BY a specific time).
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LEADS: A lead is a one-to-one relationship. A lead account has a username and password for the lead to access their portal. The leads activity can be tracked in the leads account in the specified agents CRM. Leads are individuals you are actively soliciting for business and who you have a viable chance to have a short-term timeframe to sell or buy a property. Click on a lead name to fully manage the lead. Note: When adding a list to the CRM as leads, an email can be sent to each new lead with their login information. Uncheck the box if you do not want an email sent to the lead.
Sort and filter leads by clicking on a column header.
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ADVANCED LEAD SEARCH: Use the search options to search for detailed lead information or scroll down to Categories to search all leads by a category name.
IMPORT LEADS: Upload leads from a CSV file. Click Leads > Import Leads. Another way to import leads in the CRM is to click on Marketing > Lists > Import List. Note: This import list only imports leads and not contacts.
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Use Step 2 when uploading from the Import Leads page. Note: It’s best to use the CSV spreadsheet to import the leads. The spreadsheet can be found in My HNR > Career Services > Agent CRM/Website folder > Contacts folder. When using a personal spreadsheet change the column headers to match the CRM spreadsheet headers for a successful import. Categories can also be associated with leads.
Turn a Lead into a Contact: To turn a lead into a contact, select the lead name and in the Please Choose window select Add to Contacts from the menu. Multiple leads can be selected at one time. A black check mark will show next to the name. Please contact techsupport@harrynorman.com to complete the transfer process. After Technical Support has deleted the contact the lead and all saved searches, market insights and lists the contact is assigned to will follow to the contact record.
Lead Registration Process: When a lead registers through the agent site using the Sign-Up form, the next screen opens to the leads’ generated web access portal –
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LEAD EMAIL: The lead also receives an email that provides the lead with their login information and the link to the leads’ web access portal -
AGENT LEAD EMAIL: This email is generated to the agent when a lead registers through the agents’ website Signup Form.
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SALES INQUIRY REGISTRATION: When selecting the Contact button within on a property details page on the agent website the agent will receive one or two emails. The amount emails are based on whether the contact has registered or not.
Clicking on the View Lead link opens in the Lead Detail page. • History will show how a lead was created and thusly assigned to the agent. Click on the Sales Activity tab to see what the client is looking at in property views. • Click on the Saved Searches tab to create a daily search to be emailed to the client. • Click on Market Insight to generate a Weekly, Monthly or Quarterly email.
SALES INQUIRY REGISTRATION: When selecting the Contact button within a sales inquiry on the agent website the agent will receive two emails and a text.
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AGENT INQUIRY EMAIL CONTINUED: The second email provides the agent with the complete property detail information -
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AGENT FOLLOW-UP EMAIL: When a lead registers through the Sign-Up form the system will also automatically send a Follow-Up email to the agent regarding the new lead. The agent will receive this email whether the lead registers themselves or the agent registers the lead -
OFFICE 365 AUTO-EMAIL SYNC: Copies of email for existing leads and contacts will automatically sync to the CRM. To activate the sync, click on the agent photo in the CRM and select My Profile. Scroll to the bottom of the page and click on Office365 Email and login to follow the prompts. Emails can also be replied to from the CRM platform. The CRM checks the Office365 agent inbox every 15 minutes.
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When the account is linked, emails can be sent or received from an associated Lead or Contact with a matching email address in the CRM. The email will automatically associate with the appropriate lead or contact record. Emails will be logged in the Message section of the lead and contact records as an individual message. To see email messages in a contact or lead Info section in the CRM, click New Messages to see new emails and Previous Messages to access older emails. The emails show the Subject, Date Sent, Sender and Recipient. Click View Message to open. Messages are updated every 15 minutes, which makes a more valuable tool by keeping a record of all the communication automatically.
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