Prerequisites

3. Prerequisites Learners should be familiar with: • Basic concepts and terminology associated with Postal/Rural Life Insurance • Basic knowledge of working with computers • Basic knowledge of navigating through application interfaces

4. Lesson 1 Introduction to Lead Management System

5. Introduction to Lead Management System Lead Management System (LMS) is an integration of three platforms that will help IP transform its insurance operations by enabling it to generate more business. After completing this lesson, you should be able to: • Describe the features of LMS. • Describe the various application integrated for managing Leads. • Describe the Lead Sourcing process for Web Portal. • Describe the Lead Sourcing process for Campaigns. • Describe the Prospect response categories and corresponding Advisor actions for the responses.

6. Key Features of Lead Management System • Campaign Creation • Introduction to Lead Management System • Lead Creation • Lead Assignment • Track Leads against Policy Purchased • Track Converted Leads • Track Opportunity • Track Lost Opportunity • Capture Customer Response • Enable Cross Selling • Calculate Probability to Win and Update Opportunity Status • Calculate Turn Around Time of Advisor to Close the Call

7. Integrated Lead Management System • Introduction to Lead Management System The integrated Lead Management System has the benefit of the following three applications: • Finacle CRM • McCamish • Analyz • Creation of Leads • Assignment of Leads to Advisors • Updation of Leads Status based on report provided by Lead responses • Provision for definition of Campaign and Campaign Cost • Provision to Associate Leads with Campaign • Capture of Lead Information via Web Portal • Host the Lead information on the Agent Portal • Process Leads in the Agent Portal (Lead Response Capture) • Display Cross-Sell and Up-Sell Products to Existing Customers through Customer Portal • Calculate the Advisor Incentive based on Advisor Sales Record • Perform Cross-Sell and Up-Sell of Products • Calculate Win Ratio from Leads and Opportunities • Publish Advisor Productivity Reports and Closure Rate Reports • Publish Qualitative and Quantitative Information Report of Leads • Publish Lost Opportunities Report

8. Web Portal Leads Sourcing Process • Introduction to Lead Management System • Stage 1 • Customers view the insurance products on the Customer Portal and show interest in the products. • Stage 2 • Information is collated and these Opportunities are uploaded in Finacle CRM. The information includes prospects name, address and their products of interest. • Stage 3 • Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences. • Stage 4 • Advisors process the Opportunities and give an Opportunity status update for every type of customer response.

9. Campaign Leads Sourcing Process • Introduction to Lead Management System • Stage 1 • Customers will view insurance products during Marketing Campaigns and express interest and give their personal contact information. • Stage 2 • Information is collated and these Opportunities are created in Finacle CRM. Campaign details from where the Opportunity is sourced are also collated. • Stage 3 • Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences. • Stage 4 • Advisors process the Opportunities and give an Opportunity status update for every type of customer response.

10. Introduction to Lead Management System Prospect Response Categories All Leads will have a follow-up due date and Advisorsmust give an update about the prospect’s response. The Advisorsmust update the status of the Opportunities as per the response received from the prospects.

11. Introduction to Lead Management System Advisor Actions in McCamish Agent Portal The Advisors must update the status of the Opportunities as per the response received from the Prospects in the McCamish Portal. The Advisors update the following based on the responses from the Prospects:

12. Introduction to Lead Management System Advisor Actions in Finacle CRM The Advisors must update the status of the Opportunities as per the response received from the prospects in Finacle CRM. The following actions are carried out in Finacle CRM corresponding to the responses:

13. Introduction to Lead Management System You have reached the end of the lesson. You should now be able to: • Describe the features of Lead Management System (LMS). • Describe the various application integrated for managing Leads. • Describe the Lead Sourcing process for Web Portal. • Describe the Lead Sourcing process for Campaigns. • Describe the Prospect response categories and corresponding Advisor actions for the responses.

14. lesson 2 Introduction to Finacle crm

15. Introduction to Finacle CRM The Finacle CRM application acts as a repository for the sourced Leads and performs operations such as Lead assignment and Lead creation. It involves activities from Administrators and Managing Agents. After completing this lesson, you should be able to: • Create Campaigns. • Create a New Opportunity. • Process Business Tracking. • Maintain and Manage Advisors.

16. Introduction to Finacle CRM Logging In to Finacle CRM

17. Introduction to Finacle CRM Finacle Landing Screen As you log in to the application, the Finacle Landing screen is the first screen that is displayed to the user.

18. Introduction to Finacle CRM Tasks Performed Using Finacle Landing Screen The Finacle landing screen allows you to perform the following tasks: • Create a Campaign • To access a Campaign, click Marketing > New Campaign. • Create a New Opportunity • To access a new Opportunity, click Sales > New Opportunity • Business Tracking Process • To access Business Tracking, click Sales > Business Tracking.

19. Introduction to Finacle CRM Demonstration: Business Tracking Process Use the application to do the following actions: • Accessing Finacle CRM • Accessing the Business Tracking screen • Tracking Overdue Business • Assigning Overdue Business to Other Advisors

20. Introduction to Finacle CRM Practice Activity: Track Advisors Business Track the Advisor’s Business by selecting Advisor Name/ID and entering the following details: • Advisor Name: XXX

21. Introduction to Finacle CRM Assigning Opportunities • New Advisors Information • Information sent as batch file at EoD • Advisors created as DSA Reps • Advisors assigned Leads • Advisor created in PMACS • To Finacle CRM Solution • Saved in Finacle CRM • Finacle CRM access only to Managing Agents

22. Introduction to Finacle CRM Assigning Advisors to Leads: Call Centre Operator and Campaign Manager • A customer contacts Call Centre for product information • The Call Centre Operator provides information and takes a note of the potential Lead • The Call Centre Operator assigns an Advisor at the time of creating the Opportunity page • A customer attends a product Campaign event • The Campaign Manager assigns Lead to Advisor on the spot • The customer details are taken note of as a potential Lead

23. Introduction to Finacle CRM Assigning Advisors to Group • A customer contacts Call Centre for product information • The Managing Agents or Call Centre Advisor creates an Opportunity without assigning it to a user and only to a Group • This Opportunity is then assigned to an Advisor.

24. Introduction to Finacle CRM Assigning Advisors to Leads: Web Portal Managing Agents • All Opportunities uploaded from the Web Portal will be assigned to a common user Group called PLISALESOWNER. • All ‘Supervisors’ and Managing Agents of India Post will be created as users of this Group. • The user of the PLISALESOWNER Group assigns the Opportunities in bulk to the Advisors by retrieving the Advisor information based on post code.

25. Introduction to Finacle CRM Bulk Assignment of Leads to Advisors • Bulk assignment of an Advisor can be done by mapping customer Pin Code with Advisors. All Advisors with same Pin Code as customers will get the bulk assigned. • To bulk assign Leads to Agents, click Sales > Bulk Assign Opportunity. • Once Leads are assigned to the Advisors, the Agent Portal will extract data through business views provided by Analyz. The Advisors will be able to see the newly assigned Leads in their Inbox.

26. Introduction to Finacle CRM Upload Response Captured in Agent Portal

27. Introduction to Finacle CRM Demonstration: Lead Management Use the application to do the following actions: • Assigning Leads to Advisors (Call Center Operator) • Complete Bulk Assign Process (use Pin Code)

28. Introduction to Finacle CRM Practice Activity: Bulk Assign Leads to Advisor using Pin Code Assign Leads to Advisor by entering the following details: • Web Portal: Leads • Pin Code: 411004

29. Introduction to Finacle CRM You have reached the end of the lesson. You should now be able to: • Create Campaign. • Create New Opportunity. • Process Business Tracking. • Maintain and Manage Agents.

30. Lesson 3 INTRODUCTION TO McCAMISH

31. Introduction to McCamish The McCamish application allows the user to manage Leads and update the Lead records through the Agent Portal. This lesson provides an overview of the McCamish application. After completing this lesson, you should be able to: • Manage Leads in the Agent Portal. • Update Lead records.

32. Introduction to McCamish h Lead Management in Agent Portal The McCamish application allows the user to manage Leads through the Agent Portal by performing the following activities : • Access My Business Page • Access My Leads Search Page • Access My Leads List Page • Access My Leads Details Page

33. Introduction to McCamish New Proposals Demonstration: Lead Management in Agent Portal Use the application to do the following actions: • Accessing My Business Page • Accessing My Leads Search Page • Accessing My Leads List Page • Accessing My Leads Details Page

34. Introduction to McCamish New Proposals Practice Activity: Managing Leads in McCamish Perform the following tasks in the McCamish application: • Access My Business Page • Access My Leads Search Page • Access My Leads List Page • Access My Leads Details Page

35. Introduction to McCamish Updating of Lead Records The Advisorcan update the record of Leads that are allocated to him. Every detail record of the Lead will provide the Advisorthe option to update.Following are the fields that can be updated:

36. Introduction to McCamish New Proposals Practice Activity: Access My Leads in McCamish Access My Leads entering the following details: • Access all Leads with the Call Later status

37. Introduction to McCamish You have reached the end of the lesson. You should now be able to: • Manage Leads in Agent Portal. • Update Lead Records.

38. Lesson 4 Introduction to Analyz

39. Introduction to Analyz The Analyz application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead. After completing this lesson, you should be able to: • Track the Leads generated through marketing campaign. • Identify and process Cross-Sell and Up-Sell Opportunities. • List the other statistical activities performed by Analyz.

40. Campaign Tracking Campaign Tracking involves the following two stages: • Introduction to Analyz • Report tracks Campaign effectiveness • Stage 1 • Stage 2 • Report would have a new field Sum Assured and New Dimension Renewal Date

41. Cross Sell and Up Sell Opportunities Cross Sell and Up Sell Opportunities involve the following two stages: • Introduction to Analyz • Identify Cross-Sell Opportunities • Stage 1 • Stage 2 • Process Cross-Sell Opportunities

42. Introduction to Analyz Analyz Calculations

43. Introduction to Analyz You have reached the end of the lesson. You should now be able to: • Track the l • Leads generated through marketing campaign. • Identify and process Cross-Sell and Up-Sell Opportunities. • List the other statistical activities performed by Analyz.

44. What are three applications that are part of Lead Management System? • Which application is used for assigning Leads to an Advisor? • Which application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead? • Agent Portal is actually a part of the Finacle CRM application. Is this statement True or False? • There are four categories to slot the Lead responses. Three of them are Deny, Call Later and No Response. Which is the fourth category?

45. You have reached the end of the module. You should now be able to: • Describe the application that are integrated with Lead Management System (LMS). • Perform Lead creation and Lead assignment activities using the Finacle CRM application. • Manage Leads and update Lead records using the McCamish application. • Track the l • Leads and analyze overall return relative to cost using the Analyz application.