2022 CRM GUIDE: PART 3
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TABLE OF CONTENTS
4-6
EMAIL LEADS & CONTACTS
6-7
CUSTOM NEIGHBORHOODS
7-8
CUSTOM MARKET INSIGHTS
8-9
UNSUBSCRIBE FROM MARKET INSIGHT
9
EMAIL A TEMPLATE
9
SAVED SEARCHES
10
SHOWING SHEETS
10
LEAD NOTES
11 11 - 12 13 - 19
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EMAIL MARKETING VISIBILITY REPORT LISTING LEADS FINDING BUYERS
FAQS
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EMAIL LEADS AND CONTACTS: 1. Locate and click the Quick Action icon (upper right) menu toolbar.
2. Click the Email button when using the Quick Action icon.
3. Or select Tasks on the main menu toolbar. Select either All Messages, Unread Messages or Message Search.
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Choose a lead or contact in your CRM, a subject, and add content to the body of the message. A template can also be included and then click Send Message. You will be reminded on this page if you have not created an email signature. Note: Contact techsupport@ harrynorman.com to have your signature added to the CRM.
To search for a Lead Message, use the Message Keyword Search bar in the Quick Action Toolkit, or select Tasks on the main menu toolbar and click Message Search. This advanced search lets you drill down to specifics such as which lead a message was sent to, when Lead Messages are sent, and keywords in the Lead Message body.
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CUSTOM NEIGHBORHOOD: Click on the agent image on the menu toolbar and select Settings > Custom Neighborhood > New Neighborhood Give the area a name and use the polygon tool in the top right corner of the map to draw out an area on the interactive map. When finished click the Create Custom Neighborhood button. Access the search in the location field of a Saved Search.
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CUSTOM MARKET INSIGHTS: There are two ways to generate a new Market Insights Report. Go to Reports > Market Insights > New Market Insights or Content > Market Insights > New Market Insights. Name the area and make sure the three boxes are checked at the top on the left side.
Add a Town/Neighborhood, Zip Code, Area/County or a Custom Neighborhood. Note: If there are custom saved searches the search name can be added in the Custom Neighborhood field. Click the Create Market Insight button to save. Note: When creating a new market insight for a contact or lead, custom areas are found at the bottom of the Location List.
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When saved click the link icon to view the report:
UNSUBSCRIBE A CONTACT/LEAD FROM MARKET INSIGHT: 1. Click on Leads > Contacts. 2. Click on the contact/lead name and scroll down to Market Insights. 3. Click on Unsubscribe Now in the Unsubscribe column, and it will be replaced with the date and time you unsubscribed the contact. As of now Boston Logic doesn’t have an option to send the reports out immediately; only at the intervals stated within the Market Insights features. Recipients will have an option to opt-out themselves.
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EMAIL A TEMPLATE There’s two ways to generate an email to a contact or lead with an existing template. a. Go into a contact or lead account and select Messages. b. Click on the Quick Actions icon on the menu toolbar and select Email. Type in the contact or leads name and then select a template from the template dropdown. Select from the template menu and the template will become the message body in the email. A copy of the message will be found in the recipients account under Messages > Previous Messages.
SAVED SEARCHES To create a saved search, click on the lead or contacts name. In the details page for a Lead select Saved Searches and then Create a New Saved Search button. Add the criteria, delivery options for a lead are Daily, Weekly and Monthly. When finished adding the criteria click the Create Search button.
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CRM GUIDE: PART 3 Choose Recipients by selecting My Company. Select the name(s) of your list and Next.
SHOWING SHEETS Showing Sheets are a list of properties that will be viewed by client and agent. These sheets can be created for email or print. Printed sheets can also include driving directions for up to 8 properties pulled via Google maps. To create a showing sheet, select Property > Sales Search. Enter a zip code or address to access listings. The listings can be filtered by Type, Status, Beds, Bath and Price. The listings can also be exported into an Excel spreadsheet that will be emailed to the agent. Select the listings and click the Add to Showing Sheet tab. A new section opens to add the title of the showing sheet, the lead name and the date/time. Comments can be added to the showing sheet; click the Save button when finished. The completed sheet will open in a new window. To add Route Directions to the sheet, scroll to the bottom of the window under Route Directions and add a starting and ending address. Selecting Optimize Route for Driving will provide the best route, or you can reorder the listings manually for the best route. Click the Map Route button to add the route directions. Note: The route directions are for Print only. If emailing the showing sheet additional addresses can be added by scrolling down to the bottom of the page and separate the addresses by commas.
LEAD NOTES To create a note for a lead from a property listing, click on the listing and select the Action button and select Add Notes for Lead. This option lets you type in an existing lead name and check the option to email the note to the lead. Within a lead detail page, you can add internal notes to the leads record by clicking on the Actions button and selecting Add Note.
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EMAIL MARKETING VISIBILITY REPORT: You can track your soon to be sent and recently sent marketing emails via the Email Marketing Visibility Report. It can be difficult to keep track of who is getting what and when, especially if you have a couple drip campaigns, a monthly newsletter, and an open house notification. 1. Make your selection of whether you'd like to see Drip Campaigns or Single Email Campaigns.
2. Use the dropdown at the left to see what Sent in the Last 7 Days or Queued was For the Next 7 Days.
3. See which Campaigns and Campaign Events are going to be Sent. 4. The Sender is the person who the email will be coming from. 5. The Lead or Contact, Agent, Employee, Contact Agents, and Lead Agents Count give a total number of who will be affected by that.
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TEXT LISTINGS TO LEADS: To send a listing via text to a lead, click on the Actions button in a listing and select SMS Listing to Lead. Type in a lead(s) name. The message can be edited but do not remove the link.
Note: The lead must have a valid cell phone number added in the account. Replies are returned to the agents cell phone
FIND BUYERS: Click on a listing and on the View Property report, click the Actions button and select Find Buyers. Select the Agents with Potential Buyers button. When the list opens click the Download PDF button. A report is generated to show all potential buyers that have shown interest in the listing and which agents have the most potential buyers.
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FREQUENTLY ASKED QUESTIONS: 1. How to access the CRM? - The CRM can be accessed by logging into the My HNR Office > Website tab > CRM-Website. Agents can log in through their own website by clicking on the Login button. If logging in through the agent website, 46 use the full Harry Norman email address and the same password as the My HNR Office. 2. What is the difference between a Lead and Contact? Leads are individuals that are actively solicited for business with a viable chance of selling or buying a property in a short-term timeframe. Leads can be created by adding a lead in the CRM or someone coming through an agent website or mobile site. An account is generated for a lead and activity can be tracked. Contacts are people you solicit for business as in past clients, but have an undetermined time-frame of buying or selling a property. 3. Can I change a contact into a lead from the CRM? - Yes, click on the lead name to open the details page. Click the Actions button > Add to leads. A pop-up window opens to create a password for the new lead and an email can be sent to the lead with login details.
4. Can I have my contacts in categories in the CRM? - Yes, a contact can be associated to multiple contacts, separate them by commas in the category field. 5. Can I import my contacts/leads from other sources? – Yes, via a CSV file. Use the CRM spreadsheet located in the My HNR Office > Career Services tab > Agent CRM/Website folder. Copy and paste or type data into the CRM spreadsheet. 6. Can you batch remove Contacts? – Yes, check the box by the contacts name and click in the Please Choose field to select Delete All.
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7. How are lead notifications received? - Notifications will be received through an email and a text. 8. What is the process when an agent receives a lead? - The agent receives two emails, one with detailed information on the lead and where the lead registered and a follow-up (task) email. 9. Can you batch remove leads? – Yes, check the box by the lead name(s) contact techsupport@ harrynorman.com to have IT remove the leads.
10. How do you email from the CRM? - To generate an email message for a lead or contact use the Quick Actions menu and select Email or select the specific lead or contact name and then Messages on their details page. 11.How do you subscribe a Market Insight? – If you want to subscribe a lead/contact to a market insight, click on the name to access the details page and scroll down to Market Insight. If an additional email address is added to the account a market insight will be emailed to the additional address also. Market insights are automatically emailed to registered clients weekly, monthly or quarterly (Weekly are sent on a Monday; Monthly are sent on the 1st of the month; Quarterly are sent 1/1, 4/1, 7/1, 10/1.)
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12. What are Daily Sale Searches? – These are Saved Searches.
13. When someone unsubscribes from the daily sales searches, campaigns or newsletters is there an email sent to the agent for notification? - No, you will be able to see this information in the lead account, emails stats and email marketing list. 14. What is the difference in having Daily Sales Search selected in contact or lead accounts than an agent selecting contacts and choosing Daily Emails under Please Choose? - This is the same functionality, however the second way, (Please Choose) lets you update that in bulk vs each account. 15. Are Daily Sales Search Emails different from Daily Emails? – No, these are the same emails (Saved Searches). 16. What option should an agent select under Contacts Agent Information when creating a campaign? - The options are Newsletter Creator (If an Agent), Original Contact Information (If an Agent), Company Default Agent. Unlike leads, contacts do not have an assigned agent. Leave the default option – Newsletter Creator.
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17. Why do agents have these options in the Manage List Members section when creating a List? Leads, Contacts, Agents and Employees. As of now, all four of the marketing list member types are set to show under all accounts as part of the system's design. Please note that if a user does not have access to view a certain list member's information, he/she won't be able to see the information even under the member type's tab. Agents do not have access to the company employee information, thus won't be able to add them onto a marketing list for campaigns.
18. Can you see the stats of a campaigns? – Yes, see Single Email Events and Drip Campaigns in this guide. 19. When an agent adds a new contact to a list that’s attached to a drip campaign will the new contact get past campaigns that were sent out, or they only get the new campaigns moving forward? – Yes, contacts and leads will get the past campaigns that went out.
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20. What is a Logic Score? - Logic Score is a proprietary algorithm that takes count of a user’s action on your website, and multiples those actions by a sliding scale. Actions Worth 1 Point (Passive Actions): Perform a Search (Sales, Rentals, Commercial) View a Property (Sales, Rentals, Commercial) Actions Worth 2 Points (Active Actions): Add a Favorite Property (Sales, Rentals) Add a Property Note (Sales, Rentals) Add a Saved Search (Sales, Rentals) Email a Friend Actions Worth 3 Points (Form Submission/Agent Actions): Contact an Agent (Sales, Rentals, Developments, Commercial) Schedule a Showing (Sales, Rentals, Developments, Commercial) Contact Form Submission (Company or Agent) Dynamic Form Submissions These are the only things that factor into the Logic Score currently. Total Logic Score just multiplies the count of each of those actions by there point value and gives a total. This is meant to be for "all time" on the site. Side by Side Comparison of Lead Verses Contact - Lead Contact Yes No Have an account? Yes No Receive Username & Password? Yes No Activity can be tracked on website? Yes Yes Send Market Insight? Yes Yes Send Saved Search? Yes Yes Send Message? Yes Yes Send Newsletters? Yes Yes Import from Office 365? Yes Yes Assign to Specific List? No Yes Can be shared? Yes No Company can access? Yes Yes Send Listing Report
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CRM GUIDE: PART 3 Can client select another agent? Login w/Social Networking account (FB)? Can have multiple Email? Sync Office 365 Emails? When lead is registered will they get an email? Can I monitor activity on website/mobile app? Keep information private from company?
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Yes No Yes No Yes No Yes ? Yes No Yes No No Yes
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