Unified Sales Management
Respect Sales and Incentive

Respect for Referrals and Prospects

Ben Franklin said “A penny saved is a penny earned”.  It is also said that if you manage your pennies then the dollars will take care of themselves.  Leads and Referrals are like pennies.  They hold little value by themselves and they often fall through the cracks, but when properly handled and managed they can grow to become a very significant asset.

All of the investments you make to develop a sales culture and all of the brainstorming to develop strategic plans for cross-selling and managing customer relationships will fail to yield their highest returns if referrals and leads are not managed effectively.

RRP is designed to meet this challenge and when implemented with an incentive plan, it can provide the process, performance and pay back that comes from solid execution.

RRP is a server based application that uses a browser interface for inputting leads and referrals into an open database.  Prospect and referral information can be entered from any workstation through a browser.  No special software needs to be loaded and maintained on individual PC’s.  Lists of leads that are produced from your MCIF can also be loaded into RRP’s database where follow-up activities are then managed, tracked and measured both as a campaign and as part of the overall enterprise follow-up process.

Customers and Prospect Profiling. User friendly screens present a summary of information about the person, their accounts, contact history, issue management history and sales opportunities.  Drill down capability offers supporting detail in each category.  Personalized messages for service reps, customers or prospects can be incorporated within the profile.  Personalization features also provide additional support for CRM strategies to target market segments, execute product campaigns, and focus on customer preferences.  Information contained in the profile can be updated on a real-time basis through integration with legacy applications or a corporate CIF.

Teller Support. Tellers have the most customer face time, so it makes sense to include them in the referral and prospect strategy.  While most institutions prefer limited sales activity on the teller line, it is a valuable interaction point for generating referrals and supporting sales and service objectives.  Pop up windows can be provided on demand for sales promotions, personalized messages or operator input of information.

Product Information. Sales and service activities are supported with product information in both text and graphics.  Product features and selling tips can be accessed within the database or automatically “popped” as part of transaction flow.  Actual brochure images can be stored and viewed to “see” the brochure that the customer is holding.

Routing.  Both automatic and ad hoc routing is supported.  Profiles of subject experts, product managers, calling officers and back office support people are maintained in the system.  When a lead or referral is entered, the information is logged and routed to the person who will provide follow-up.  This person might be in a branch, a department or another business unit.  A specific individual located anywhere in the organization can be automatically selected for follow-up based on their skills, geographic location or other parameters set up by the organization.  Manual selection from the directory of organizational skills and responsibilities is also an option.

Follow-up. Ticklers can be set up or automatically generated to ensure follow-up that meets service standards set up by the organization.  An embedded calendar also provides schedule management.  Information to support follow-up activities is provided in the contact record or through product information contained in the system.  Standard letters and product information sheets can be generated and forwarded via email, fax, or printed for mail delivery.  Alerts can be sent dynamically to help individuals manage their “to do” list.  Status/summary lists are also available online for viewing and planning activities.

Supervisory Oversight. Month end reports are fine for strategic management, but operational managers need to know what’s happening while it’s happening.  RRP provides real-time views of activities.  In addition, alerts can be sent to multiple managers based on predefined rules.  This can be done to escalate an issue or an opportunity based on defined rules or the characteristics of the customer relationship.  The alert can be generated based on a condition such as a delay in follow-up, or on a wide range of options that are provided to personalize service and facilitate the best sales results and service delivery possible.  RRP offers a view of the “entire flow” across the entire organization.  You can see the details of who handled the request along the way, what happened at each step, the final result and subsequent routing details.

Scripting and FAQ Databases. Scripting of messages, to be delivered as part of the sales presentation, provides support to the employee and expedites the roll-out of new products and promotions.  Having scripts available helps build confidence and reduces training overhead.  The availability of frequently asked questions with the response not only facilitates accurate information delivery but can also provide a “cut and paste” repository for written communications.

Reporting. Standard reports, ad hoc SQL queries and online views are all options.  Beyond the statistical types of reports, views such as % of goal attainment help individuals track their own performance status on a real-time basis.  Coaching is an important ingredient in building a sales culture.  Reports detailing the activities of customer interactions provide feedback to the process of building sales skills.

Compensation. Respect Sales and Incentive integrates with RRP and provides compensation planning based on individual or team performance and attainment of sales objectives.