Leads Management Feature List

# Product: Leads Management ## Feature List * Ingest leads from various sources - manual, API, email, excel upload * Integrate lead communication to notify leads at various stages of process of their application via various communication channels (WhatsApp, Email etc.) * Lead allocation rules engine * Lead disposition * Call Scripts to facilitate lead communication * Onboarding integration (refer to onboarding features below) * Cross Sales journeys on completion of onboarding journeys * After Sales journeys on completion of onboarding journeys * Trigger email and SMS notifications to leads/clients * Lead Administration (available as single or bulk actions) * Close leads * Reopen leads * Lead reassignment * Team Administration * Team Management * Agent to journey allocations * Reporting and dashboards # Product: Medical Aid Onboarding * Call Scripts to facilitate needs analysis, underwriting and quote comparisons as per regulatory requirements * Setup tasks and reminders to track activities - automatic tasks based on journey, manual tasks as set by an agent * [Out of scope for AT] SLA management of tasks * Customer documentation request and upload * Know-Your-Customer validations and integrations * Customised customer information validation rules * Online Membership Application * API Integrations [For AT - NEXUS, TransUnion] * [AT] KYC TransUnion (via NEXUS?) prior to submitting online app * [AT] ID Validation to confirm whether client already has membership * [AT] Online Application submission * [AT] Online Application response ---------------- # Archived Data The "Leads Management" business process (Code: "BD-LM") within the "Business Development" function encompasses various stages of lead management. This process involves different types of ticket interactions to efficiently handle lead-related activities. ## Ticket Types Under the "Leads Management" process, the following ticket types are defined: ### New Opportunity (Code: BD-LM-NO) The "New Opportunity" ticket type represents the initial phase of lead management, where new opportunities are identified and assigned to different roles for processing. This ticket type allows for tracking the status and progress of each opportunity. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "New Opportunity" ### Quote Request (Code: BD-LM-QR) The "Quote Request" ticket type is used to manage requests for price quotations from potential customers. It provides a structured approach to handle quote-related activities and ensures that quotes are managed and tracked effectively. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Quote Request" ### Needs Analysis (Code: BD-LM-NA) The "Needs Analysis" ticket type focuses on analyzing the needs and requirements of potential customers. It involves interactions to gather information and insights necessary for tailoring solutions to match customer needs. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Needs Analysis" ### Prepare Proposal (Code: BD-LM-PP) "Prepare Proposal" ticket type involves the creation and preparation of proposals for potential customers. This includes drafting proposals, defining terms, and outlining the proposed solutions. - **Statuses:** "New", "Assigned", "In Progress", "Sending", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Prepare Proposal" ### Product Comparison (Code: BD-LM-PC) The "Product Comparison" ticket type is designed for comparing different products or solutions based on customer requirements. This facilitates the decision-making process for potential customers. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Product Comparison" ### Make Call (Code: BD-LM-MC) The "Make Call" ticket type is utilized for initiating phone calls to potential customers. It allows for tracking call interactions and outcomes during the lead management process. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Make Call" ### Send Email (Code: BD-LM-SE) The "Send Email" ticket type involves sending email communications to potential customers. It enables efficient communication and documentation of email interactions within the lead management process. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Send Email" ### Send Information (Code: BD-LM-SI) "Send Information" ticket type is used to provide additional information to potential customers. It facilitates sharing relevant materials and details to support lead nurturing efforts. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Send Information" ### Send Acceptance Letter (Code: BD-LM-SAL) The "Send Acceptance Letter" ticket type pertains to sending acceptance letters or confirmation documents to potential customers. It ensures that formal acceptance of proposals or offers is documented and tracked. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Send Acceptance Letter" ### Onboarding (Code: BD-LM-OB) The "Onboarding" ticket type is used for managing the onboarding process of new customers. It involves facilitating the transition from lead to active customer status and includes various onboarding activities. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "Onboarding" ### KYC (Code: BD-LM-KYC) "KYC" ticket type pertains to the "Know Your Customer" process, involving verification and validation of customer identity and information. This helps ensure compliance and security in customer interactions. - **Statuses:** "New", "Assigned", "In Progress", "Closed" - **Roles:** "Lead Rep", "Lead Manager", "Lead Director", "Lead VP", "Lead Executive" - **Queue Name:** "KYC"