THE REFERRAL NETWORK & UPROMISE HOW TO GUIDE

Transcription

1 THE REFERRAL NETWORK & UPROMISE HOW TO GUIDE

2 Global Referral Network Application Instructions Login to the Global Referral Network ToDo Tab Create Tab Create/Send a Referral Receive Tab Accept/Reject a Referral Maintain Tab Office Maintenance Multi-Office Companies Office Update Agent Update Referral Maintenance Search Tab Search for a Referral Search for an Office Reports Policies and Procedures Upromise Questions and Answers What is Upromise? What is Referral Networks affiliation with Upromise? As a member of the Referral Network, am I obligated to participate in the Upromise program? How do I address inquiries from existing customers who are interested in the Upromise program? Which states cannot participate in the Upromise program? What about Relocation and Broker-to-Broker referrals? How do Upromise members receive benefits?

3 Global Referral Network Application Instructions To utilize all aspects of The Referral Network including receiving affinity partner referrals all member companies will be required to pay a $ annual participation fee as of September This fee will be billed to companies through CREST EDG. This will eliminate a per transaction fee to the Referral Network. Login To view the step-by-step login guide simply launch the instructions document below. Double left mouse click the icon to launch the document. NOTE: If you change your User ID and Password in the Referral Network system it will also change in Crest EDG. Login Page 1. Enter your User ID and Password in the appropriate fields. 2. Select the Submit button to access the Global Referral Network website. NOTE: To reset your password, select the Forgot Password button. To Do The ToDo tab will allow you to view a categorized list of action items. Edits/updates to action items can be completed from the ToDo tab. Simply click the Referral Number link in order to perform edits/updates.

4 Create 1. To Create a Referral select the Create tab. Create/Send a Referral 2. Enter the referral information in the applicable fields. Required fields on the form are marked with an (*). Once you have completed entering the data, click the Send Referral button located on the bottom of the page.

5 NOTE: A sent message will populate at the top of the page to indicate the referral was successfully sent. If a referral is not accepted within 48 hours, the sending office will receive an notification of No Action Has Been Taken. The sending office can then reclaim the referral and re-direct the referral to another company. Receive Accept/Reject a Referral NOTE: notifications are sent to the Receiving Office when a referral is sent to them by the Sending Office. Accept a Referral 1. Click on the Receive tab. 2. Click on the Referral Number link to process the incoming referral. 3. Once you have reviewed the referral information, next select to Accept the referral by scrolling down to the bottom of the referral profile and selecting the applicable option.

6 4. When you choose to Accept a referral the next step is to assign an agent. A list of Agent Names will appear, simply assign the agent by selecting the radio button next to the particular agents name.

7 5. Once the agents name is selected, click the Accept Referrals button. 6. A confirmation dialog box will appear. Click OK to complete the assignment of the referral. Reject a Referral 1. Click on the Receive tab. 2. Click on the Referral Number link to process the incoming referral. 3. Once you have reviewed the referral information, next select to Reject the referral by scrolling down to the bottom of the referral profile and selecting the applicable option.

8 4. When you choose to Reject a referral, the next step is to indicate the reason why the referral has been rejected. A list of Reject Reasons will appear, simply assign the reject reason by selecting the radio button next to the particular reason type. 5. Once the reason code is assigned, click the Reject Referrals button. 6. A confirmation dialog box will appear. Click OK to complete the assignment of the referral. NOTE: notification(s) are sent to the Sending Office when a referral is accepted or rejected. Search 1. To search a referral or an office select the Search tab. 2. Located at the top of the page are two radio buttons. Select the either option to populate additional search criteria fields. 3. Enter the search criteria and click the Search button to view your results.

9 Reports Outgoing and Incoming Referral reports can be accessed from the Reports tab. Detail or Summary Reports 1. Select the appropriate search criteria under the Outgoing Referrals Report or Incoming Referrals Report section. You can also filter your search by entering a start date and end date range. Once you have completed entering your search criteria, select the Generate Report button.

10 2. Several types of reports can be queried. An example of a report output is listed below. All reports within the Global Network Referral system can be exported in several formats. The most commonly used format is Excel Spreadsheets. Maintain In order to update agent, office and referral information access the Maintain tab. The Maintain tab is divided into two (2) sections which include Office Maintenance and Referral Maintenance.

11 Office Maintenance Multi-Office Companies Set-Up the Main Office as the Contact Point The system default, assigns the Main Office as point of contact. User this default, all incoming referral are set to the main office for acceptance and distribution. The branches and staff members must be Active in order for the main office to forward referrals. (See How-To Activate Agents) Set-Up Independent Offices in a Multi-Brand Company Initially, identify how you would like your branches to operate: Example One: Example Two: You may choose to allow each office to operate independently, assigning a different Office Manager to each branch. You may choose to assign one Office Manager, under the company s main office, allowing one Office Manager to receive incoming referrals for the entire company. Next, follow the set instructions below to implement your Referral Operation. Office Update Activate your Office or Multiple Offices NOTE: Data within the Referral Network application is received from CREST EDG, your transaction/office accounting system. If information is inaccurate, you must log into CREST EDG to make the appropriate changes. The initial status of all offices within the Global Referral Network application is Start. Members must activate their offices to begin sending and receiving referrals. In order to activate your office(s) complete the following steps. 1. From the Maintain tab, select the button to view your office profile.

12 2. Offices that wish to send referrals must reflect an office status of Active. 3. In order for office(s) to receive referrals, the office profile must indicate Accepts Referrals. 4. The address listed in the system was received from the CREST EDG transaction/office accounting system. If you would like Referral Information messages sent to an alternate address, enter the alternate address in the Referral Center field.

13 5. [Multi-Office Companies] To change the status of all branches to Active, click the Activate all Branch Offices check box located at the bottom of the page. NOTE: The system default is set to Use Main Office Contact for Branch Offices. To allow offices the ability to operate independently, select the Activate all Branch Offices option. 6. To save your changes, select the button at the bottom of the profile page. 7. [Multi-Office Companies] Ensure all Branch Office profiles are set up accordingly. To do so, scroll to the bottom of the Office Profile Page and select the button. To view the Branch Office Profile, select the Name of the office. Apply all necessary settings by following steps 2, 3, 4 and 6 of this section. The Office Manager and Relocation Director in the main office can be given companywide authority allowing them to perform all the functions that go along with their level of access in each brand using the same main office User ID and Password. Individual Office Managers can also be established for each brand. Agent Update How to Activate Agents NOTE: New Agent information entered into the CREST Database will take 48 hours before appearing in CGRN. 1. Click on the Maintain tab and select Agent Update to open your list of agents. 2. Click on the agents name to open their profile.

14 3. Scroll down to the agent status section of the profile. 4. Complete the fields as they apply: Agent Status Access Level Company Wide Authority: Job Code: Receives Referrals: Agents move into the Referral Network in the Start mode. To send and receive referrals they must be active. When an agent leaves the office change the status to Inactive and the agent s name will be removed from your list. This defaults in from the accounting system. Note: the highest access level of Office Manager can change access levels. Applies to companies with multiple branches and can be given only to Office Managers and Relocation Directors. Be aware, giving a user Company Wide Authority provides them with a duplicate message on all Main Office Referral Mail. Choose a job code from the drop down menu. Given an ID and Password by the Relocation Director, Office Manager or Broker, all active agents can send a referral; however, in order for a Broker or Relocation Director to assign an incoming referral to an agent, this box must be checked. 5. Click Update Agent Profile. Referral Maintenance Change the Status of a Referral to: Active, Inactive, Pending, Contracted or Closed

15 1. Select the To Do tab. 2. Locate the Update Diary List section within the To Do table. 3. Click on the Referral Number link of the referral number you wish to close. 4. The Review/Update Diary page will appear. NOTE: This page can also be accessed via the Search tab. You can add a Diary Entry. 5. Next, click the Update Referral Status button. 6. The Update Referral Status window will appear.

16 7. Enter the applicable information. Select the Change Status button to save your changes.

17 Referral Network Policies and Procedure Manual and Code of Conduct For purposes of this Manual, a party who uses the THE REFERRAL NETWORK System to buy or sell a property is called "the Referred Client". In the absence of an express written agreement to the contrary, any network referral shall be valid for a period of two years from the date of the acknowledgment of that referral. Buyers Referrals for residential property must ordinarily be forwarded to one Office only. However, there may be instances where the Referred Client advises the Sending Office (the Office making the referral) that he or she wishes to be referred to residential property in more than one market area in a particular city or metropolitan area. If the Receiving Office (the Office receiving the referral) is unable to service all market areas requested by the Referred Client, the Sending Office may forward that referral to no more than three Receiving Offices, each of which must be located in separate market areas. The Referred Client and all Receiving Offices must be immediately advised of this multiple referral by the Sending Office, to be confirmed electronically within 24 hours. Referrals for investment property may, at the discretion of the Sending Office, be forwarded to more than one Receiving Office, provided the Referred Client and each Receiving Office are advised by the Sending Office of the multiple referral, to be confirmed electronically within 24 hours. Where there is more than one Receiving Office, a referral fee shall be paid by the Receiving Office receiving a commission to the Sending Office which first originated the referral. For purposes of this Manual, "residential property" is defined as single-family dwellings and residential income property having up to a maximum of four units. All other real property is defined as "investment property". Referral Procedures It is recommended that Franchisees have a designated Relocation Director, and that referral contacts be made between the Relocation Director of the Sending Office and the Relocation Director of the Receiving Office. If a Franchisee does not have a designated Relocation Director, all contact regarding referrals should be handled by that Franchisee's Broker. 1) A call must be made to the Receiving Office prior to the electronic transmission and should only be accepted by the designated Relocation Director or Broker. 2) Before the Sending Office makes a referral, the Sending Office's Relocation Director or Broker should confirm all relevant information. 3) The Sending office shall transmit through THE REFERRAL NETWORK a Referral (Buyer or Seller) to the Receiving office within 24 hours of calling in that referral. The Receiving Office shall, within 24 hours of receipt of the Referral, acknowledge and transmit to the Sending Office through THE REFERRAL NETWORK acceptance or rejection of the referral. 4) If the Receiving Office is already working with the Referred Client, or for any reason does not wish to handle the referral, the Receiving Office must so notify the Sending Office by telephone and thereafter confirm this fact electronically through THE REFERRAL NETWORK within 24 hours of receiving the referral, in order to officially decline the referral. If more than 24 hours have elapsed and the Receiving Office has not advised the Sending Office to the contrary, the Sending Office shall assume that the referral has been accepted. The Sending Office shall be entitled to a referral fee from the Receiving Office if the transaction closes and the Receiving Office receives a commission on the transaction. It is recommended that an Out of Area

18 registration system be implemented in the broker s office, documenting every out of area buyer and seller, in order to avoid [after the fact disputes and duplicate payment of referral fees]. 5) The Receiving Office (or Offices), after accepting the referral (as above provided), shall contact the Referred Client as soon as possible, but no later than 24 hours after acceptance, and shall select and appoint a Sales Associate to devote an appropriate amount of time and energy for proper handling and servicing of the referral. If unable to reach the Referred Client within 24 hours, the Receiving Office must notify the Sending Office of its inability to contact the Referred Client. The Receiving Office shall keep the Referred Client and the Sending Office informed, on a continuing basis, of any activity concerning the referral. The following follow-up schedule will apply for both the Receiving and the Sending Offices in their communication with each other on the Referred Client: Follow-up with the receiving and referring source within 24 hours of receipt of the referral. Follow-up within 7 days of the receipt of the referral and every 30 days thereafter, or as appropriate with any change in status. This same follow-up schedule will be maintained by the Sending office and the Referred Client. 6) If, at any time after a referral or referrals are made, the Referred Client decides to enter into a transaction or look at property in a state or other geographic area not serviced by the Receiving Office or Offices, the following procedures shall apply: If the Referred Client advises the Sending Office of this decision, the Sending Office shall immediately confirm this fact with the Receiving Office by telephone, and then confirm electronically through THE REFERRAL NETWORK within 24 hours. If the Receiving Office is advised of this decision directly by the Referred Client, (and has not received confirmation from the Sending Office), the Receiving Office shall immediately confirm this fact with the Sending Office by telephone, and then confirm electronically through THE REFERRAL NETWORK within 24 hours. Upon learning of the Referred Client's decision to enter into a transaction or look at property in a state or geographic area not served by the Receiving Office, it shall become the responsibility of the Sending Office to assign the referral to another Receiving Office which services the applicable area. Where time is of the essence, the Receiving Office may, at the request of the Referred Client, immediately transfer the referral to another Receiving Office. In such instance, the Receiving Office transferring the referral shall immediately notify the Sending Office of the transfer by telephone, and confirm this fact electronically within 24 hours. In the event of a transfer of a referral (also known as redirect or Trans-shipping), a referral fee shall be then paid by the Receiving Office receiving a commission to the Sending Office which first originated the referral. 7) Unless notice is given to the contrary, a referral shall be good for one transaction only. In cases where the Referred Client is a buyer and a seller, two Referral Forms are required [or disclosure is made on the initial referral form and agreed to in writing via electronic acceptance of the referral].

19 8) If the Referred Client advises the Sending Office, in writing, of dissatisfaction with the services of the Receiving Office, or if the Sending Office becomes dissatisfied with the quality of service being given by the Receiving Office on a particular referral, the Sending Office shall immediately advise that Receiving Office by telephone and confirm this fact electronically within 24 hours. In such instance the referral shall be deemed withdrawn, and shall be reassigned by the Sending Office to another Receiving Office in accordance with the provisions hereof. 9) If a referral is made to a Receiving Office which is owned by a Franchisee owning more than one franchise, and the Referred Client buys or sells property through another office owned by that same Franchisee, a Referral Fee will, unless paid by the Receiving Office, be payable by the Office actually involved in said transaction, in accordance with the provisions hereof. 10) All Offices within the THE REFERRAL NETWORK are required to adhere to the THE REFERRAL NETWORK Policy and Procedures. Offices violating the THE REFERRAL NETWORK Policy and Procedures requirements will be unable to receive referrals from the THE REFERRAL NETWORK system until the infraction is corrected. Offices may continue to send outgoing referrals through the THE REFERRAL NETWORK system. Offices must be within good standing within their respective real estate systems in order to be members of the THE REFERRAL NETWORK. Good standing is being current in all franchise fees, in logo compliance and otherwise in compliance with their franchise agreement. Repeated violations of the THE REFERRAL NETWORK Policy and Procedures may result in a broker being excluded from the THE REFERRAL NETWORK system. Relationship of Offices The Sending Office and the Receiving Office are independent contractors. No activities connected with a referral shall be interpreted as creating or attempting to create a partnership, joint venture, and agency or employment relationship between these Offices. All relationships between offices and Referred Clients must adhere to the REALTORS Code of Conduct. Membership in the THE REFERRAL NETWORK is optional. Membership is limited to CENTURY 21, COLDWELL BANKER, ERA and SOTHEBY S INTERNATIONAL REALTY franchisees. Real estate offices must support THE REFERRAL NETWORK with outgoing referrals in order to continue membership within the network. THE REFERRAL NETWORK broker participation is limited to Realogy Real Estate brands including Cartus Principal and Associate offices. Principal Cartus companies may receive only in the Referral Network. Cartus Associate Brokers may send and receive through the Referral Network Any Cartus Principal broker meeting this criteria who joins THE REFERRAL NETWORK will only be able to receive THE REFERRAL NETWORK referrals, and not send outgoing referrals to THE REFERRAL NETWORK members due to their contractual commitment as a Principal Broker with Cartus Broker Services. Referral Commission The referral fee is 25% or a negotiated fee depending on the brand - of which the referral fee is dispersed at closing to the Sending Office by the closing or escrow company. In the event more than one Sending Office refers the same client to the Receiving Office, the Sending Office whose referral is received first by the Receiving Office will receive credit for the referral, and will be entitled to the referral commission upon closing. The electronic receipt of the referral through THE REFERRAL NETWORK will indicate the date and time receipt. Notification to the other office(s)

20 that you are declining the referral must be given immediately. A check for the referral commission shall be mailed to the Sending Office as soon after closing as possible, but in no event more than seven (7) days after closing. By accepting the referral you are agreeing to pay the sending office the agreed upon referral fee. By participating in THE REFERRAL NETWORK, the Receiving Office agrees to pay the referral fees outlined above. Referrals from Franchisor Franchisees choosing to accept referrals from Franchisor must abide by policies and procedures established by THE REFERRAL NETWORK. Referral Disputes Franchisees are strongly urged to attempt to settle referral disputes Broker to Broker. If the issue may not be resolved, it is then recommended that the appropriate Brand Regional Staff intervene to resolve the issue. If the referral issue continues unresolved, both parties in the referral dispute must submit, in writing, the issues pertaining to the transaction. THE REFERRAL NETWORK Administrative staff will review the issues and will decide the outcome of the referral dispute. All parties in THE REFERRAL NETWORK will abide by the decision of the THE REFERRAL NETWORK administrative staff. Payment of the referral fee must be made within 7 days of the THE REFERRAL NETWORK administrative decision to remain active in the THE REFERRAL NETWORK network. Non Payment of Referral Fees All THE REFERRAL NETWORK brokers must pay referral fees according to THE REFERRAL NETWORK Policies and Procedures. Non payment of referral fees will result in the deactivation of an office in THE REFERRAL NETWORK. Offices will retain the capability to send referrals through THE REFERRAL NETWORK but will not be able to receive referrals until they are current in payments. Guarantee of Referral Fee After diligent effort first on the part of the Sending Office and secondly on the part of the THE REFERRAL NETWORK to secure the referral fee, if the fee is not secured, THE REFERRAL NETWORK will guarantee payment upon proof of the referral transaction and referral amount up to 25%. Any such amount may be applied to amounts owing to one of Realogy franchisors by the Sending Office. Upon payment, or application, of the referral fee by THE REFERRAL NETWORK, THE REFERRAL NETWORK shall be entitled to seek reimbursement from the Receiving Office. Upromise Questions and Answers What is Upromise? Upromise is a national movement of the most recognized corporate brands in the world aimed at helping parents fulfill the promise of a college education for their children. Think of it as a college savings accelerator. More

21 simply, it is a way to save for college education, while consumers go about their normal day to day shopping. No special club cards or gimmicks are needed. What is the Referral Networks affiliation with Upromise? Realogy s brands were chosen by Upromise because we are the most recognized brands in the real estate industry and the overall industry leader in real estate. Upromise is a brand strategy and wanted only the top brand in each industry involved. Had Realogy not chosen to participate as the exclusive real estate partner, Upromise would have sought another national real estate source for their program. We knew we didn t want this in the hands of our competitors. As member of the Referral Network, am I obligated to participant in the Upromise program? Brokers who want to be referred business through the Upromise referral network can sign up now through the The Referral Network. Simply log on to the network using your existing Broker level password and User Id. At the top of the home page will be a link to the Upromise Broker sign up agreement. Click on the link, read the agreement and click I accept at the bottom. The names of participating companies will be displayed to the consumer on the Upromise website when the consumer is looking to buy or sell a home in the areas served by the company. How do I address inquiries from existing customers who are interested in Upromise contributions? The intention of the program is to get you more referral business, period. That s why all Upromise consumer members must have enrolled and chosen a broker through the Upromise website prior to signing a Listing Agreement, Buyer broker agreement or Purchase and Sale agreement. If the consumer has not informed you of their intention to request the Upromise benefits before signing one of the above agreements, then you are not obligated to the program. The Upromise site makes this guideline clear to the consumer so that you are not put in an awkward situation. Which states cannot participate in the Upromise program? State regulatory restrictions make the real estate portion of the Upromise program invalid for transactions that take place in the following states: Alabama, Alaska, Iowa, Kansas, Louisiana, Mississippi, Missouri, New Jersey, Oklahoma, Oregon, Tennessee What about Relocation and Broker-to-Broker referrals? There can only be one referral fee charged for any transaction. Upromise members are informed that if they are taking part in a corporate relocation program or other affinity program that involves a referral to a broker, then they cannot get the benefit of both that program and the Upromise program. No one will be asked to pay two referral fees. Similarly, the Upromise program takes precedence over broker-to-broker referrals, as long as the Upromise member has not yet signed a Listing agreement, Buyer Broker agreement or Contract to purchase with the receiving broker. Remember that the Upromise program is an extremely powerful tool in increasing market share and overall revenue. How do Upromise members receive benefits? Clients seeking Upromise benefits must first open a Upromise account and designate their beneficiaries. This is done by logging onto the Upromise website at After establishing an account, the client must register for the Real Estate benefit. Registering for a real estate benefit through your office will automatically generate the referral, which you will pick up using THE REFERRAL NETWORK. After the referral closes, your office must perform the closing transaction in THE REFERRAL NETWORK (see the user guide located

22 under this help tab) and pay a 20% referral fee. member s online account. It is from that referral fee that a credit is made to the Upromise