Agent Reference Guide

Transcription

1 This reference guide describes the basic system functions and step-by-step procedures for using LeadRouter effectively Realogy Holdings Corporation. All Rights Reserved. The LeadRouter System & LeadRouter Logo are trademarks of Realogy Holdings Corporation HELP LINE Version 2 February 2015

2 Contents Introduction... 3 How To Accept Leads... 4 Accessing LeadRouter... 5 Navigating LeadRouter... 6 Set Up Your Profile... 8 Update Leads Adding A Lead. 15 Import Leads Accessing All Your Leads LeadRouter Mobile HELP LINE Version 2 February P age

3 Introduction Welcome to LeadRouter! In this document, you will learn the essentials of managing your LeadRouter account and maximizing your use of the system. LeadRouter is an online lead delivery tool that captures leads from your company web sources, and then calls the agent that is best suited for the lead based on your company s business rules. The accepting agent is then provided with information about the lead, including contact information. As an agent, you will have access to LeadRouter through your brand intranet site to manage all of your leads and update them accordingly. Before continuing through this document, you should speak with your broker about your company s LeadRouter account: 1. What are the lead delivery hours? 2. How are leads routed to you? 3. How often must you update your leads to continue receiving lead offers? Answers to these questions will help you understand your company s strategy and expectations. For questions, contact the number below. LeadRouter Support Contact our friendly support center Help@LeadRouter.com (800) Mon Fri 7 AM to 1 AM ET Sat Sun 7 AM to 12 AM ET HELP LINE Version 2 February P age

4 Accepting Leads LeadRouter will offer leads to you on your cell phone. The system will always offer the leads from the following phone number: Text Message #: Store this phone number and the text message number as primary and secondary contacts in your phone. Lead Call Prompts Press 1 if you are answering call, Lead Offer Continues If 1 is not pressed, lead offer goes to Voic You will hear Source, Area, Price of lead offer Press 1 to Accept lead offer Press 9 or Hang Up to Reject lead offer If lead offer is accepted, client info is read over phone call and automatically ed to your address Press 1: Repeat lead info Press 2: Client info is sent via TEXT message to your cell phone number (Optional) Press 3: Spell client s name Press 4: To Repeat Phone Number Press 5: LeadRouter Connect: Instantly connect to the client by phone. If the call is over 30 seconds, your first update is automatically made! HELP LINE Version 2 February P age

5 Accessing LeadRouter There are three ways to access the LeadRouter System: Log in to your Brand Intranet site and locate the LeadRouter link. Download the free LeadRouter Mobile app from Google Play (Android phone) or the App Store (iphone and ipad). App & Mobile Site Access Username: Primary Address Password: Mobile Password Use your tablet or cell phone Internet browser to navigate to: mobile.leadrouter.com Set your Username and Mobile Password within your LeadRouter Profile HELP LINE Version 2 February P age

6 Navigating LeadRouter Top Menu & Header Links You will find the following links at the top menu: Message Center: Navigate to the Message Center to view important system messages. Calendar: Navigate to the Calendar to view tasks that are due. Profile: Navigate to your Profile. Customer Support: Navigate to the Customer Support Page for help content, including Video Tutorials. Logout: Log out of LeadRouter. HELP LINE Version 2 February P age

7 Sub-Header Links The following elements will be present just below the main page header based on the page that you are viewing: Help Center: Shows Help topics related to the page you are viewing. Export As Excel (only available for data in tabular format): Exports the current list information to an Excel spreadsheet. Download PDF: Saves the current page as a PDF document. Print: Prints the current page. Save as Favorite: Saves the current page to your Favorites List. View Favorites: Displays your Favorites List. HELP LINE Version 2 February P age

8 Setting Up Your Profile Access your LeadRouter Profile by logging into your LeadRouter account and click Profile from the home page. Within your profile, you can customize: Your Contact Information Your Mobile Credentials Your Signature HELP LINE Version 2 February P age

9 Setting Up Your Profile (cont d) Verify your contact information and click Edit next to any item that needs changing. The Telephone number indicated in your profile is where LeadRouter will contact you. Primary is where all lead confirmations and notifications will be sent. Set Accept SMS Messages to YES to receive text message alerts for leads that go to voic . Speak with your administrator about voic claim times. HELP LINE Version 2 February P age

10 Setting Up Your Profile (cont d) Signature Scroll to the bottom of the Profile page and create your signature. This must be done in order to assign follow up plan campaigns to your leads. Your signature can include formatted text, hyperlinks and images. Use the formatting menu within this space to customize your signature. Your signature will be included in each piece that is sent out from LeadRouter containing the Signature text holder. You must have a signature set up within your profile in order to take advantage of the Follow-Up Plans. HELP LINE Version 2 February P age

11 Updating Leads In order to continue to receive lead offers, you must update your leads based on your company updating intervals. To update a lead, click on Update Leads under your eligibility light on the home page. You can then update your leads by clicking the Update Lead button on the right of each lead you want to update. HELP LINE Version 2 February P age

12 Updating Leads (cont d) If you are in the green or in compliance, follow the instructions below to update your leads. To place an update on a lead that is not currently red or yellow, access your lead table using the Your Leads button at the top of the screen. This will bring you to your All Leads table where you can select your chosen lead and then click Update Lead. Upon clicking this link, you will then proceed through the regular update process. HELP LINE Version 2 February P age

13 Updating Leads (cont d) When updating a lead for the first time, you must follow the following steps. Please note that all these steps are required. 1. Select a Lead Status using the radio buttons. 2. Click the Save & Continue Update button. 3. Select one of the default radio button contact options. 4. Type in additional comments. 5. Click the Update Lead button. HELP LINE Version 2 February P age

14 Updating Leads (cont d) Optional Step: You can apply a Follow Up Plan to any lead by checking the box next to the plan desired, and then click the Save & Continue Update button. You can also enter a Next Contact Date for your specific lead. This will show up in your LeadRouter specific calendar and you ll receive a notification from the system on the morning of your next contact date event. Enter the Next Contact Date and Subject of the event and then continue with your update. HELP LINE Version 2 February P age

15 Adding A Lead LeadRouter allows you to track and organize all of your clients in one central database. This section will show you how to add personal leads into LeadRouter to help you stay organized. Leads added through this feature are not required to be updated as you would for a company lead. 1. Log into LeadRouter and navigate to the Your Leads menu drop down. 2. Click Add a Lead. 3. Fill out the form with all information you know about the client (Required: Last Name, Phone or , Source). 4. Click Add Lead to enter the lead in the system. 5. Repeat the steps for all leads you wish to enter to LeadRouter. HELP LINE Version 2 February P age

16 Importing Leads Importing your leads can allow you to use the full leads management capabilities of LeadRouter. You ll be able to import your leads in the form of a CSV spreadsheet. 1. Log into LeadRouter. 2. Navigate to the Your Leads drop down menu and click Import Leads. 3. Click the Download Sample CSV File link and fill in the information on the Excel spreadsheet. 4. Save the file to your computer and click Upload. Your newly imported leads will appear in the import history at the bottom of the page. These imported leads will also appear in the Your Leads table, which is accessible from the home page. HELP LINE Version 2 February P age

17 Accessing All Your Leads The Your Leads menu offers two different ways to view your leads in LeadRouter. The first way is to use the dropdown menu that appears when you hover your mouse over the Your Leads menu at the top of the home page. The second way is to click the Your Leads button on the top menu bar. You will then be brought to the All Leads table containing all of your leads within LeadRouter. HELP LINE Version 2 February P age

18 Your Lead Table 1. Filter Your View: Allows you to perform custom lead searches in LeadRouter. 2. Expand/Minify: Click to view the lead grid in an expanded view. 3. View Leads by Date: Use the dropdown on the right to select from preset date ranges (All, Last 30 Days, Last 7 Days, Today). 4. Show/Hide Columns: Click to adjust the columns of data that are visible on the lead grid. To set the view as a default, click the Set as Default button. HELP LINE Version 2 February P age

19 Using LeadRouter Mobile If you have an Apple or an Android-based smartphone, you can download an application for your device that will allow you to utilize many of the most useful features of LeadRouter directly from the palm of your hand. For iphone & ipad Users: 1. Open your App Store and search for LeadRouter Mobile. Download and install the app to your phone. 2. Tap on the app from your home screen after installation to access the program. 3. Log in using your primary address and mobile password that you have set up within your LeadRouter profile. For Android Users: 1. Open Google Play and search for LeadRouter Mobile. Download and install the app to your Android device. 2. Tap on the app from your home screen after installation to access the program. 3. Log in using your primary address and mobile password that you have set up within your LeadRouter profile. Please Note: the mobile password that you set up within your LeadRouter profile may be different than the password you use to access LeadRouter on your desktop. Refer to your LeadRouter profile settings to confirm your password. If you are using an Internet accessible device, such as a Blackberry or a tablet, you can access LeadRouter using your device s Internet Browser. Navigate to the Internet browser and enter mobile.leadrouter.com. HELP LINE Version 2 February P age