Clearing Cache and Cookies: FIREFOX History Recent History Time range to clear Everything Details CHROME Chrome

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1 TOASTMASTERS LEAD MANAGEMENT BEST PRACTICES & GUIDELINES The Toastmasters Lead Management (TLM) program is an online tool for managing your district s Leads and prospecting activities. As you begin and continue to develop your strategy for the process of building new clubs, this document will serve as a point of reference for best practices and guidelines for using TLM. TLM BEST PRACTICES Following these Best Practices will ensure the program works to its capacity as an efficient, optimal tool for managing Leads and activities. Questions regarding Best Practices can be ed to the WHQ Marketing Coordinator at corporaterelations@toastmasters.org. BROWSER For optimal functionality use Firefox or Chrome browsers. The TLM does not function in Safari and has limited functionality in Internet Explorer. It is recommended to clear your browser s cache and cookies on occasion for best performance. Clearing Cache and Cookies: FIREFOX 1. From the History menu > select Clear Recent History 2. From the Time range to clear: drop-down menu > select the desired range; to clear your entire cache, select Everything 3. Next to Details click the down arrow > choose which elements of the history to clear; to clear your entire cache, select all items CHROME 1. Go to the Chrome menu icon > click 'Settings' 2. Click "Show advanced settings" at the bottom 3. In the "Privacy" section > click "Content settings" button 4. In the "Cookies" section > Click "All cookies and site data" 5. To delete all cookies > click "Remove all" button

2 CREATING LEADS To best manage your Leads and pipeline it is important to avoid creating duplicate records. Duplicating efforts results in confusion for the Lead and missed opportunity with other prospects. While TLM will alert you of a potential duplicate entry it is best to conduct an initial search before entering a new Lead. Prior to entering a new Lead, use the TLM search function and confirm the contact does not exist as a current Lead. If your Lead already exists, discuss the status of the Lead with the current Record Owner before entering the Lead s information. MANAGING LEADS Complete and accurate data is critical to the successful progression of each Lead. It also allows your district to generate accurate reporting for current and future leadership to successfully manage your pipeline and transition your Leads to new leadership at the beginning of each new program year. Complete all fields where you have information for the prospect. Note that certain fields are required to ensure necessary data capture. At the end of each program year Disqualify any Lead that has not had contact or activity within six months. This will allow future leadership to work from a clean, realistic list of prospects. Recording your activity allows you to track conversations and manage upcoming tasks for each Lead. From the Lead record, click on the Activity tab under the Pipeline Stage then click Add Activity to create a Task or Event, or Send an . PIPELINE The Pipeline process is designed to help manage the timely progression of a Lead. It also serves as a valuable communication tool indicating the status of a Lead for other users. Each Pipeline Stage is defined and has timeline expectations for when to advance a Lead to the next stage. As a Lead progresses through the process use discipline in advancing them to the next Pipeline Stage.

3 USER ROLES Roles are a behind-the-scenes system process within TLM that allow for record ownership and visibility rights within the program. These roles serve different purposes, but it is important to know they both allow for active users to see all records assigned within a district. Each role can be assigned to different active users and not necessarily the same person. Lead Owner: This role indicates who created the Lead and/or currently owns the Lead. If the owner is an active user any active user assigned to the district can see the record. User Responsible: This role determines visibility of the record for active users within a district. If the Role is assigned to a deactivated user or previous leader active users may not be able to view the record. Oftentimes the User Responsible is assigned to the District Director or the Record Owner. Each Lead should be assigned to an active user within your district at any given time. If a Lead is assigned to a deactivated user or previous leader you should assign the Lead to the appropriate active user in your district as the Record Owner and User Responsible (see TLM Guidelines). If you suspect you are not able to view all Leads please contact the WHQ Marketing Coordinator in Corporate Relations for assistance. LIST VIEWS/REPORTING List Views and Reports have two different functions and purposes but are critical in viewing and sorting your Leads. To learn how to create List Views and Reports see TLM Guidelines for instructions. Upon your first login, you will access List Views from the Leads Tab. Look for views that were previously created for your district or create a List View for yourself and/or your district leaders. Reports can be viewed in TLM or exported to Excel. This feature is ideal for managing your Lead statuses and progression and sharing information with district leadership that does not have access to TLM. o It is recommended the FY Transition Report is pulled and shared with incoming leadership at the beginning of each program year to help with the successful transition of Lead management.

4 TLM GUIDELINES We ve summarized guidelines for using the TLM system to best help you onboard new users and to work in the TLM with ease and efficiency. Questions regarding Best Practices can be ed to the WHQ Marketing Coordinator at Index 1. General Information 2. Assigning A User 3. Initial Login and Setup a. Notifications b. Sync 4. Creating Records 5. Accessing Records a. List Views: Standard, Custom b. Display: Grid View or Kanban View c. Advanced Reporting 6. Managing Leads a. Pipeline Stages b. Required Fields c. Activity d. Split Districts e. Annual Transition of Leadership 7. FAQ s GENERAL INFORMATION Each district is allowed three (3) users. Users typically consist of the District Director, Club Growth Director, and Program Quality Director or Club Extension Chair. However, each district may determine which users are added as it best supports your district. User access must be requested by the District Director. Please your request to Corporate Relations with the Name (First, Last), District, Title, and address of the person to be added. User profiles are created by the Marketing Coordinator in the World Headquarters (WHQ) office. Each user profile has a specific naming convention to include the user s title and name. These profiles should not be altered or changed as they follow a specific naming convention for WHQ reporting purposes. To revise, add, or remove a user please Corporate Relations with your request. To help you best manage your open Lead records, WHQ will occasionally update Lead records in the TLM to ensure all active users have accessibility to your district s records. Updates include assigning roles such as Lead Owner or deleting Lead records that have been inactive for six months or longer. Districts will be notified prior to any updates being made. A TLM Training Webinar recording is posted to the CGD Meeting Room for you to view at your convenience. To access the recording, please visit The Meeting Room using the same credentials used for

5 ASSIGNING A USER Once a new user is added they will receive an with an invitation link from Insightly, the platform on which TLM is hosted, to access the program. The invitation link will expire within two hours of being sent. If the user is unable to access the link within that two-hour window a time can be scheduled between 8:00am-5:00pm MT (UTC - 7) for the invitation link to be resent. To set up their account credentials, the user will: Click on the link and be redirected to Enter the address previously provided for access request and then create their password. Users will visit and use these credentials for future logins. INITIAL LOGIN AND SETUP Do not log in using Sign in with Google, as this creates a separate, new account. Upon the first login each user must set their notifications preferences and sync their account to TLM. Notifications and sync are of the most critical and valuable assets of the TLM tool. These benefits of the program allow for consistent communication of prospect activity and ease in communication. Notifications Notifications are automated and sent by TLM whenever a Lead record is changed, or activity is recorded. This feature ensures you are informed of any change or activity on a Lead record where you are the Lead owner. Users that are not a Lead record owner can Follow a Lead to receive notifications of any activity or changes to the Lead record. To follow a record simply click on the star symbol next to the Lead s name on the Lead record. Notification and Following preferences are found in User Settings and can be adjusted as follows. Notifications Preferences: Go to User Settings (person icon in top right orange ribbon bar) Click on Notifications Uncheck any items where you wish to no longer receive notifications Click Save Notifications Settings Following Preferences: Go to User Settings (person icon in top right orange ribbon bar) Click on Following Uncheck any items where you wish to no longer receive notifications Then click on View Items I m Following (blue hyperlink) Uncheck any records you are Following where you wish to no longer receive notifications Click Save Notifications Settings

6 Sync Connecting your account to TLM allows you to send without leaving TLM and track all correspondence for historical reference. Sent messages are saved to the s tab and replies are received in the inbox of your account. This feature ensures you will be informed of conversations and progression of each prospective member and new club. TLM provides connections to Gmail, Office 365 Outlook, Outlook.com (which includes Hotmail accounts), and SMTP servers like Microsoft Exchange. A few notes about this feature: 1. If you have set up aliases on your account, these are not accessible from TLM. 2. If you're setting up an SMTP connection, work with an administrator to obtain the correct login information. 3. It's a good idea to check if your provider has sending limits for your account. Some providers may only allow you to send a limited number of s per day or per hour. To connect TLM to your server follow these steps: 1. Click your user profile icon, select User Settings, then click Accounts. 2. Select your service. For SMTP connections, select the Other option. 3. Follow the prompts to connect to Gmail or Outlook.com or enter your credentials and click the Add Account button. For the Other/SMTP option, enter your server name and click Next. You'll be prompted for your port number and other login information. If you don't understand how SMTP works, it's important to ask for assistance from your administrator. SMTP is a protocol used for sending , which is what you'll use here. If you try to enter information for POP or IMAP

7 protocols, which are used for retrieving messages, they will not work. If you have trouble, check our troubleshooting article. 4. Insightly will send you a verification and the new account will appear in the Accounts list. If you don't receive an , try deleting the account and adding it again. If your account does not appear immediately or you see an error message, check your inbox. Some applications, like Outlook.com, will send you an asking you to sign in and confirm the connection. You can then return to TLM and choose the provider again, which will complete the verification. CREATING RECORDS Users can easily create Lead records for each new prospective member or club. Here are a few reminders to remember when creating a new Lead record. Search TLM to confirm the Lead does not already exist and to avoid duplicate records. Complete as many fields as you have the information for, especially pertinent contact information, to ensure concise documentation is communicated within your district.

8 Certain fields are required to ensure pertinent data is captured for reporting purposes. TLM also features special optional fields such as Industry and Lead Rating, should you find these fields helpful. To create a new Lead follow these steps: 1. Select the Add New Lead option from the quick links at the top of the page or click the New Lead button from the Leads tab. 2. Enter the Lead s information, such as name, , phone number, address, and any other information you have for the contact. 3. Click the Save button. ACCESSING RECORDS Leads can quickly be found in the Leads tab, which is found on the left navigation bar. Each time you enter the TLM you will start here. In this tab you will be able to view and access all records assigned to you or your district by using List Views. You can also change your Display to view your records by a grid view or Kanban view. List Views: Standard, Custom Sorting through your records is easy with List Views. You have the option to use a Standard List View or create a Custom List View. With custom views, you can choose which fields appear in your list. You also can share custom list views with your team or create private list views that only you can access. However, when you export a List View it will export all the data associated with the record. See Reports for exporting specific data to Excel. To select a Standard or Custom List View, click the drop-down menu in the top ribbon bar under Leads. (In the image above, you will see the list view All Open Leads with a drop-down arrow next to it.)

9 To create a Custom List View follow these steps: 1. Click the List View Actions drop-down menu (gear icon) and select Add New List View. 2. Enter the New View Name, select your Sharing Settings, and Click Save List View 3. Click the List View Actions drop-down menu (gear icon) and select Choose Columns to select which fields you want to see in your list view. 4. From the list of Available Columns, click on the field you want to add to Visible Columns. Then click on the right arrow to add it. a. To remove columns, select the one you want to remove in Visible Columns and click the left arrow to remove it. It can be added back later if needed.

10 b. To change the order of your Visible Columns, click on the item in your list and use the up and down arrows to change its order. 5. To narrow or broaden the data you wish to view, add filters to your list by clicking on the List View Filters (funnel icon) and then clicking on Add a Filter Row. a. To hide the filter section, click on the List View Filters (funnel icon) again. 6. Hover over the filter and the option to edit or remove the filter will appear. a. You can add multiple filters to narrow down your list of records.

11 Display: Grid View or Kanban View You can change the way your views are displayed using the Display feature to select Grid View or Kanban View. The Grid View is your default view. However, you may find the Kanban View to also be beneficial. To change your Display option, click the Display drop-down (grid spreadsheet icon). Advanced Reporting Advanced Reports allow you to pick and choose which fields to display in a tabular report, filter and summarize them by specific values, and save and share the reports you create. You can choose from report templates or create a custom report. To create a custom Report follow these steps. 1. Go to the Reports tab in the left navigation bar. 2. Click the New Report button in the upper right. You can also select a report type from the Insightly template folders on the left and skip to step Select a report type from the Choose a Report Type drop down menu. You can search the list by typing in a record name, like "Lead." We'll select Lead Report for this example, where we'll produce a report of leads in progress.

12 4. Click the Create button to begin building your report. 5. Drag and drop fields from the Report Fields list on the left to the preview grid to add them to your report. a) You may add up to 30 fields. The grid will display a preview of the first 200 items as you build your report. 6. Add filters to narrow or expand your results by dragging and dropping fields from the list to the Report Filters and Parameters area or by clicking the Add a Filter Row link. You may add up to 8 filters. a) To further customize the view: Drag a column header left or right to move the column Drag and drop it up into the grouping section to group by values Click the X next to the field name to remove it Click a single column header to change the sort order 7. Enter the operators and values that match your requirements, and then click the Add button. Filtering is not case-sensitive.

13 8. Move your cursor over the filter and click the Edit or Remove button to remove a field filter or edit the parameter. 9. The quick filter icons at the top right of the Filters and Parameters area let you create additional filters for the record creator and date created and are applied when the filter is ran. For example, if you set up a quick filter for "My Contacts" and share the report, each of your colleagues will see only the contacts they created when they run the report. 10. Click the Configure Filter Logic icon above the filters if you have more than two filtering criteria and want to nest your filters. (The icon won't activate unless you have more than 2 filters.) This will give you access to a formula bar to create your filtering logic using simple Boolean operators AND, OR, and parentheses.

14 11. To see calculated summaries for numeric fields like a sum total, average, count, or minimum or maximum value click the Add Summary Row icon. 12. Click the Chart icon to add a chart to your report. You'll need to have at least one grouped value to build a chart. 13. Save the report by clicking Save. 14. Enter a report name and choose the folder where you would like to save the file. You can also create a new folder. 15. To see the results of your report, click the green Run Report button. Insightly will display up to 2,000 records in your browser. If there more than 2,000 results in the report, you can view all of them by clicking the Actions button above the report and selecting an export option.

15 MANAGING LEADS Managing Leads determines the success of a district. The following processes were designed with success and time management in mind. Pipeline Stages Pipeline Stages assist in effectively managing your Leads and communicate a Lead s status to all users. Each Pipeline stage is strategically defined, and timeline expectations are suggested for when the Lead should be advanced. Following are the Pipeline Stage definitions and timelines. a) NOT CONTACTED (Open Status): Lead contact information is entered and needs to be assigned to a territory or initial contact needs to be made. o This stage is an Open status. TIMELINE: Advance Lead to Contacted within 1 week of being added to TLM. b) CONTACTED (Open Status): Lead has been contacted to schedule a meeting or active conversation is in progress to qualify their interest. o TIMELINE: Advance Lead to Qualified within 1-2 weeks of qualifying interest. c) QUALIFIED (Open Status): Lead has indicated interest and a meeting is scheduled. o TIMELINE: Advance Lead to In Progress within 1 week of meeting taking place. d) DISQUALIFIED (Closed Status): Contact indicates no interest or no communication after 30 days. e) IN PROGRESS (Open Status): Finalization of club charter. o TIMELINE: Advance Lead to Qualify upon club charter or membership acceptance. f) CHARTERED CLUB (Closed Status): Club has completed their charter. g) PENDING/ON HOLD (Open Status): Club charter is at risk of not formalizing. o TIMELINE: Disqualify Lead after 30 days of no contact or upon rejected response. h) UNDISTRICTED (Closed Status): Club has formed as an Undistricted status. To advance a Pipeline Stage follow these instructions. 1. Click on the stage itself OR click Change Lead Status in the upper right above the Pipeline Stage. 2. Select the New Status from the drop-down menu. Click Change Status.

16 Required Fields Certain fields are required to guarantee necessary data is captured to best manage Leads and for reporting purposes. These fields also indicate the information that should be collected upon the first contact, or prior to contact if possible, with a Lead. Required Fields are as follows. If a field is unknown enter UNKNOWN and update the field at a later date. Last Name Lead Status (TLM system automatically completes this field based on Pipeline Stage status.) Address Phone Number Club Category (drop-down; Corporate or Community) Industry (drop-down) District (drop-down) Lead Source (drop-down) Activity Activities (Task, Event, or ) allow you to track, schedule, and manage activities for each Lead. Tracking activity is a vital step in the TLM process and management of Leads. Additionally, WHQ pulls routine reporting based on Leads Activity to monitor the Lead sales cycle and progression for all districts. To create an Activity 1. Open the Lead record and click on the Activity tab under the Pipeline Stage 2. Click Add Activity to create a Task or Event, or Send an and follow the prompts Split Districts In the event your district experiences a split district you will need to reassign TLM Roles of Lead Owner and User Responsible accordingly. This will ensure you see only the Leads that your district is managing.

17 Work with the new district leaders to identify which Leads the new district will take over and which Leads your district will retain. Once new ownership of Leads has been identified you will then update the Roles of Lead Owner and User Responsible. To update Roles of Lead Owner 1. Click Actions and select Change Record Owner to update the Lead Owner. To update Roles of User Responsible following these instructions. 1. Click Actions, select Edit This Lead, select new User Responsible from drop-down menu. Annual Transition of Leadership To best support your district and prepare for the leadership transition in July, it is strongly recommended all Lead statuses and data entry are updated to reflect current and accurate Pipeline Stage status and that incomplete data fields are completed. Additionally, this is the time to pull any relevant reports that can be shared with outgoing and incoming district leaders. Outgoing leaders may continue to prospect existing Leads and incoming leaders are best served with an understanding of each Lead s status. In Reports, you will find a Program Year End Transition Report in Reports > Shared Reports that will assist in this process.