Category Archives: Users

Sales Manager Settings

Sales Manager Settings is used to setup the Sales Manager, FTD and Retention modules, flow and rules.

The available options and descriptions are broken down as below:

General

Generalised Sales team settings.

  • Set time to alert before reminder
  • Allow lead serving? (if turned off it means the functionality of lead after lead is turned off, the CCR will now work on sticky leads table)
  • Days to keep alerts, reminders and status workflow on my today schedule
  • Default for max Sticky leads for all departments
  • Min tasks for today’s schedule (not including live Events)
  • Seconds to view profile before automatic call executed

Incoming Call Settings

Set where known numbers (system recognised telephone numbers or existing customers) and unknown numbers will be routed to automatically.

  • Known number
  • Unknown number

Local Number Settings

Set the routing rules for your incoming calls to numbers connected to the CRM. You will be required to set the telephone numbers and the department/extension that specific telephone number should route to.

You will be able to create a per number rule.

Sticky Leads Settings

The Sticky Leads Setting allows the Sales Manager to control how many sticky leads the FTD team are able to have on their user at any given time.

This is on a Department level and all users that are under that particular department will be limited to the amount of Sticky Leads per Department set here.

New FTD CCR Allocation

Use this setting to setup some more advanced FTD & Retention allocation rules which the CRM will automatically execute based upon.

First you will need to select the department, once selected, you will need to generate the settings per department as per the below.

Settings offered:

  • FTD rep is also retention?
    • Used when the FTD users in the particular department also happen to be Retention users.
  • On FTD + retention sales role, allow jumping from lead to client when clicking next and when using lead serving?
    • This will force the lead serving algorithm to serve a mix of the highest priority leads from both Retention and FTD modules. This will only apply when a user is both FTD and Retention.
  • Manually allocate new clients to retention rep?
    • This setting will allow only manual new lead allocation to Retention users vs. the automatic allocation that a purely FTD user will have in place.
  • Use Allocation tiers?
    • Allocation tiers are based upon the score of the users. If enabled the allocation will be based upon the rules set out in the CCR evaluation settings.

 

Debug

The Debug Module is used for Debugging the system. The module is split up into two parts;

Users

The User section on Debug can be used to create a test lead. This can only be used to create one lead at a time, however; all fields are customisable.

Once a lead has been created, it will appear throughout the CRM.

Send Event 

The Send Event section on Debug can be used to test Events or alternatively, manually create an Event.

On the options panel you can select the Brand ID, Customer ID and the Event Type you wish to initiate. Depending on what the Event Type is, it will trigger the same Event Type rules as set out in the Rules Module.

Retention

The Retention Module is the main working module of your Retention team and has everything the Retention Users will need in order to work efficiently.

Items under the Retention module are user and brand specific.

The module is split up into sub-menu items as below:

Today’s Tasks

Todays tasks is a list of tasks that the CRM has determined that the user should be working on today. These also include tasks that were manually generated such as reminders.

The core of the tasks are based on events that customers complete requiring an action, rules and status workflow.

Clicking on any of the table items on Today’s Tasks list will open up the profile of the user in question.

Reminders

The Reminder’s table is a list of the user’s set reminders. These are manually placed in by the user and will display on the table when the reminder is due.

Status Workflow

Status Workflow are a list of preset actions that determined by the Status Workflow settings. This will automatically generate events or actions for users to complete based upon set triggers.

My Clients

The My Clients Leads table is the user’s active leads that are under the Retention Agent.

My Partners

My Partners shows a list of the user’s Partners (IBs/Affiliates). Clicking on any of the rows on the table will open the Partner Profile which is tailored to provide all the information about your Partners and their customer’s activities.

 

FTD

The FTD module is used by FTD (First-Time-Deposit) sales users/department. The module is split up into useful sub-menu items that will support your FTD team to work efficiently, accurately and with all the information they will need at their fingertips.

Items under the FTD module are user and brand specific.

The module is split up into sub-menu items as below:

Today’s Tasks

Todays tasks is a list of tasks that the CRM has determined that the user should be working on today. These also include tasks that were manually generated such as reminders.

The core of the tasks are based on events that customers complete requiring an action, rules and status workflow.

Clicking on any of the table items on Today’s Tasks list will open up the profile of the user in question.

Reminders

The Reminder’s table is a list of the user’s set reminders. These are manually placed in by the user and will display on the table when the reminder is due.

Status Workflow

Status Workflow are a list of preset actions that determined by the Status Workflow settings. This will automatically generate events or actions for users to complete based upon set triggers.

My Sticky Leads

The Sticky Leads table is the user’s sticky leads that has either been manually selected as a Sticky Lead by the user or the user’s manager.

Sticky leads are linked to the Sticky Lead’s owner and do not go back into the lead’s pool. There are limits on the amount of Sticky Leads a user can have based upon the configuration settings of the CRM.

Users that have reached their maximum of Sticky Leads will no longer be able to save Sticky Leads under them until they have removed another.

My Partners

My Partners shows a list of the user’s Partners (IBs/Affiliates). Clicking on any of the rows on the table will open the Partner Profile which is tailored to provide all the information about your Partners and their customer’s activities.

 

Lead Management

The Lead Management module is the core module to manage leads in the CRM. The Module is split up into subs-menu items as listed below, each providing their own unique function.

Clicking on a table row or item, will open the profile of the customer in question.

Lead Management

This is the main table that provides an extensive list of the customers on your CRM. The main purpose is to give you a quick overview of customers as well as provide you with filtering options where you can filter the table based upon pre-defined filtering options as well as custom filtering options.

Read more.

Excluded Leads

Excluded leads table is the main table to view the excluded leads that have either been automatically moved to excluded or alternatively moved manually.

Read more.

Active Clients

Active Clients will display all the active customers on your CRM. Active clients are those that have monies in their account.

Read more.

Upload Leads

Upload leads are where you can manually upload leads to the CRM.

Read more.

 

 

Sales Manager

The Sales Manager module is used by the Sales Manager to manage the users underneath them. The system is made up of sub-menu items (listed below) each providing the Sales Manager with the tools required to more efficiently manage their customers.

CCR Evaluation Settings

This table is used to manage the FTD and Retention user scores and their targets. The scores determine at which level they are and what sort of campaigns and leads will be automatically assigned to them (if required).

This is also used to follow progress and upgrade/downgrade users.

CCR Tasks

Clicking on the CCR Tasks will display all the FTD and Retention user’s tasks that are under the sales manager.

Filtering is possible to segment. Clicking on any of the events will open the user’s profile.

Settings

Sales Manager Settings is used to setup the Sales Manager, FTD and Retention modules, flow and rules.

Read more.

Duplicated Leads

Duplicated Leads table is used to manage duplicated leads (if any exist). If there are duplicated leads within the brand you are viewing, it will be displayed here.

Duplicated leads can be managed by clicking on the merge button after reviewing the duplicated lead’s information. Duplication merge will simply combine the two into one without deleting information.

Real-time Events

Event’s table is the main table used to get an overview of all events that have occurred throughout the CRM. Clicking on the event will open the user’s profile that has caused the event to happen.

 

Disabling a user

  1. Open the configuration module
  2. On the list of existing User, click on a user you wish to modify
  3. On the popup, click on the Actions tab, slide the Enable, will be changed to grey. This will disable the user.
  4. Click ‘Save’

Use this feature when you would like to disable a user. In the case where a user  is marked as disabled, the user will be affected in the following way/s:

  1. Users that have access to more than one brand, will not be able to login to the system all together.

Note ! a disabled user sticky leads will remain under his disabled user. system admin will need to reallocate them either to an active user or move them back to the pool.

 

Compliance Statuses

Crossings offers your compliance department it’s own unique compliance statuses separate to those used by the different departments across your organization.

Compliance Statuses are used only within the Crossings module and are there to assist with the compliance funnel.

The goal is to show customers that are only relevant to compliance. If the customer has not completed an action that needs approval by compliance, this customer will not enter the workflow of the compliance department unless this process has been manually initiated.

Refer to the KYC section of this document for more information about the Compliance workflow.

The statuses provided by default are:

  1. New: any customer that has never been through compliance that has completed an action that requires compliance approval.
  2. Approved: customer who has completed all aspects of compliance and is no longer part of the compliance workflow.
  3. Rejected: customer whose account has been rejected and unable to open an account with your brokerage. Reasons could include; from a blocked country, known criminal, PEP or other similar reasons.
  4. Missing Documents: is currently in the compliance workflow and is has completed an action that requires a document or has not provided a document.
  5. Waiting for Documents: this is a compliance status given when compliance has requested a document.

You can add a new status by clicking on create new status.

Mark a compliance status as inactive.

You can mark a compliance status as inactive next to each compliance status on the compliance settings page. Once it is marked as inactive, all existing leads with the inactive status will keep the inactive status however agents will not be able to mark new leads using the inactive status.

Translations

In future versions MF will develop our translation facilities further however, for Version 2.0 we’ve included the ability to translate Compliance Documents when required.

To mark a document as translation required, simply slide the slider on the Document Approval screen as below:

Once this is marked, the document viewer will include a small free text box whereby the agent can paste in a translation of the document. This translation will accompany the document from then on.

The free text box will only appear if the Translation Required slider is marked for that particular document.