1. Welcome to the CRM
This guide walks you through the CRM’s functionality to streamline lead management and enrollment processes.
2. First Steps in the Dashboard
- Login: Upon logging in, the dashboard displays lead summaries, limits, analytics, and conversion rates.
- Password Update: Change your password by going to Settings > Business Profile > My Profile, and follow prompts to update.
3. Using CRM Features
- Conversations: Access all client communications here.
- Calendars: Use the calendar to track important dates.
- Contacts and Opportunities: Manage contacts and review leads in the Opportunities tab.
4. Enhanced PDF Options for Compliance
- Two PDF Options:
- Basic PDF Button: Generates documents without Personal Identifiable Information (PII), ideal for certain carriers or CMS compliance needs.
- Regular PDF Button: Includes full client information for broader usage.
- Benefit: These options provide flexibility for compliance when sharing documents.
5. Managing AOR (Agent of Record) Leads
- Accurate Stage Tracking:
- For AOR leads, add the Sherpa Resume link before updating to the AOR New Lead stage in the Opportunities tab.
- Set the lead as Open for Sales after adding this information.
- New Sale Details: When a lead converts to a sale:
- Enter the Effective Start Date for the plan.
- Include the Summary of Benefits (SOB) link if using Health Sherpa.
- Enrollment Completion: Once the enrollment is complete, move the client to the Enrolled stage in Opportunities. Enhanced CRM users benefit from automated emails and follow-ups in various lead stages.
6. Completing the Enrollment Process
- For each new lead, check contact details, confirm signatures, and if working in Health Sherpa, add Summary of Benefits (SOB) and Effective Start Date.
- Once enrollment is completed, update to the Enrolled stage in Opportunities to keep your dashboard organized.
7. Automation and Follow-Up Management
- If further information is needed, place the lead in Need to Follow Up in Opportunities, which will trigger automated follow-up emails or texts.
- Missed Calls: Move leads with missed calls to Called No Answers for automatic reminders.
8. Tracking Leads Moved to Enrolled
- Leads moved to Enrolled are tagged as “won” and auto-archived after 24 hours. Use the Filter option at the top of the CRM to view archived contacts.
9. Monitoring Lead Flow
- If leads slow down, you may be reaching your lead limit. Contact your account manager to ensure ads remain active.
- Ad Refresh: Periodically refreshing ads can help prevent ad fatigue and increase exposure to potential leads.
Support
For questions or support, contact your account manager or click the chat bubble in the CRM for assistance. We’re here to help you get the most out of the CRM.