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Table of Contents Campaigns... 4 Action Plans Overview... 5 Blast Emails Overview... 6 Drip Campaigns Overview... 7 enewsletter Overview... 8 Campaign Manager Overview... 9 Campaign Dashboard...10 Action Plan Summary...11 Email Blast Summary...13 Drip Campaign Summary...15 Newsletter Summary...17 Managing Action Plans...19 Video Tutorial: Managing your Day to Day with Action Plans (9 mins)...20 Automating your Sales Process with Action Plans...21 Adding your first contact or lead to an action plan...22 Adding individual contacts to action plans - from My Book...24 Adding multiple contacts to an action plan...25 Removing contacts from an action plan...26 Removing an individual contact from an action plan - from My Book...27 Creation of Calendar events based on action plan...28 Viewing call scripts or email templates for action items...29 Action Plan activities from Contact Record...30 Make your own Action Plan - using Clone and from scratch...31 Editing call scripts for action plan items...33 Managing Drip Campaigns...34 Automating your Stay in Touch and Lead Incubation activities...35 CASL consent exceptions...41 Customize a provided Campaign...43 Managing enewsletters...47
Setting up your first enewsletter...48 Editing standard enewsletter content...49 Sending an enewsletter...50
Campaigns Page 4
Action Plans Overview Action plans are tasks to complete at set dates or times to help you in organizing your contacts with your clients. The tasks range from administrative, such as adding a contact to your newsletter, to sending out emails or scheduling appointments. Campaigns allows you choose from a variety of action plans suited to leads, contacts or clients with different motivations or schedules. You are able to customize action plans or create new ones to suit your personal workflow. Once you ve initiated an action plan, you will find your tasks scheduled for you in your Calendar. You can mark them as complete or reschedule them for a different time. Page 5
Blast Emails Overview You can use the blast email function to send out a one-time email that can be ad-hoc in nature. Messages can be sent out to your contacts, leads, or business colleagues. Your email will be sent formatted in a professional, mobile-friendly layout with branded graphics to help your messaging stand out. You will be able to track if your sent emails and if it has been received, opened or if it has bounced. Blank vs. standard templates Page 6
Drip Campaigns Overview Drip email campaigns, or stay-in-touch campaigns, are series of emails sent out at predetermined intervals for your leads. When you get in touch with a lead, there s a better chance of that lead turning into a client if they remember you and you stay in the forefront of their minds as a real estate expert. By creating drip email campaigns, you can send out informative emails at certain dates which serves to help inform your leads and also so they remember you. Drip campaign emails are professionally written and formatted with up-to-date relevant content and branded graphics. You can create drip campaigns through the campaign manager or add a lead to a campaign through the My Book lead manager. Page 7
enewsletter Overview An enewsletter is a scheduled email with the option to seamlessly add both article and listing content to styled email template. Your enewsletter can be sent to any contact in My Book with express consent and provides a simple way to stay in touch people in My Book. Franchise-provided content Royal LePage provides quarterly enewsletter templates for all agents. Each issue will have two banner header options to choose from when scheduling your enewsletter. Selecting an enewsletter allows you to personalize your enewsletter with a short message as well as feature up to three active listings. Custom enewsletters With custom enewsletters, you can create your own enewsletter content from the ground up. Just like the standard enewsletter, you have the ability to feature your listings in the body of the email. The main benefit of using a custom enewsletter is having the ability to feature your own articles or articles from our library. Page 8
Campaign Manager Overview Getting Started Campaigns are a great way to automate and standardize your sales processes and your outbound client stay-in-touch communication. The overall goal is improve your lead conversions and increase referral flow from your sphere of influence and past clients. To get started, learn about how to add contacts to an action plan or a drip campaign. You could also send an email blast to a number of contacts or customize your next enewsletter. If you haven't got any contacts in My Book yet, please start by adding contacts. Campaigns need contacts in order to operate. Page 9
Campaign Dashboard Page 10
Action Plan Summary You can use the Action Plans tool to create a communication plan with prospective leads or groups of contacts, you can customize the tasks and approach for each plan based on your leads' needs. 1. From your Client Click dashboard, click on 'Campaigns' from the top menu bar 2. Click on 'Manage Action Plans' to begin editing or creating a plan Page 11
3. Use this window to manage your Action Plans, to close and return to Campaigns, click on the 'x' in the top right hand corner You can begin to assign leads and contacts to a plan, or create a new one based on your personal workflow and schedule. Page 12
Email Blast Summary Use the Email Blast tool to Send an email from 'My Book' to a group or to an individual, or create a new e-blast here. 1. From your Client Click dashboard, click on 'Campaigns' from the top menu bar 2. Click on 'Manage Blast Emails' to view your email blast summary 3. View and Manage your Email Blast Summary 1. Your 'Current Drafts' section is for emails that have not yet been sent out, you can further edit these emails from this window. 2. Your 'Recently Sent' section summarizes the emails you've sent in the last 60 days 3. Your 'Historical' section summarizes emails sent within the selected year. Page 13
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Drip Campaign Summary Use the Drip Email tool to see all your active and past campaigns. Each campaign will summarize the number of recipients, and how many emails are in each of those campaigns. 1. From your Client Click dashboard, click on 'Campaigns' from the top menu bar 2. Click on 'Manage Drip' to open the Drip Email summary 3. Use this window to Preview and Edit emails You can click on the recipient or item number to manage and edit these options. Page 15
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Newsletter Summary The Newsletter tool allows you to create and manage in progress newsletters. You can also view any available Newsletter templates. 1. From your Client Click dashboard, click on 'Campaigns' from the top menu bar 2. Click on 'Manage Newsletter' to view and edit your activity summary 3. Use this window to manage and edit in progress Newsletters This window allows you to view a summary of your sent Newsletters in addition to creating, editing, scheduling or deleting in progress Newsletters. It also allows you to see any available Newsletter templates. Page 17
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Managing Action Plans Page 19
Video Tutorial: Managing your Day to Day with Action Plans (9 mins) Page 20
Automating your Sales Process with Action Plans Once you begin working with a new lead or client, you will most likely plan out a set of tasks to keep in contact with them, and ensure that they are getting the best service and prompt communication from you. Adding them to one of the preset action plans takes much of that planning process off your plate so you can instead concentrate on selling their properties or finding them new ones. The action plans will help keep your schedule and process organized and keep an account of your activities. Page 21
Adding your first contact or lead to an action plan 1. Open the Action Plan Manager 2. Select the plan from the list of available plans Page 22
3. Click on Manage Assigned contacts 4. Select Add contacts 5. Under Record type use the drop-down menu to choose which type of contacts to list 6. You can also search for a specific contact; enter the name of the contact and click search 7. In the left column, select from the Available contacts 8. Use the arrow buttons to add them to Selected List. 9. You can use the double arrows to select all, or one at a time with the single arrows 10. Save to add contacts Page 23
Adding individual contacts to action plans - from My Book Open My Book and select the contact you would like to add to an action plan In the summary section of the contact window, click on the pencil icon in the Action Plans panel In the next window, choose a plan from the list of available action plans Under the Assign column, click Add to add your contact to the plan Page 24
Adding multiple contacts to an action plan There will be occasions where you will need to add multiple contacts to the same action plan, for example, if you've imported a group of new contacts. Follow these instructions to add multiple contacts to an action plan. 1. While in the Action Plan Manager, select your plan and in the action Plan Details window, click on Manage Assigned contacts 2. Click the Add Contacts button on the upper right hand corner 3. Select which type of contact under the Record Type drop- down menu. A list of contacts will appear under the Available column. 4. Select multiple contacts using the CTRL key and left clicking on the name. Use SHIFT and left click to select a number of contacts in sequence. 5. Use the double arrow button to move all selected contacts to the Selected section. (Contacts will be removed from the Available list) 6. Save your work. Page 25
Removing contacts from an action plan While in the Action Plan Manager, select your plan and in the action Plan Details window, click on Manage Assigned contacts In the Action Plan Contacts window, find the contact to remove Click on the Remove button beside their name. Page 26
Removing an individual contact from an action plan - from My Book Select your contact under My Book and open their contact information panel. In the Summary section (first tab), find the Action Plans section Click on the pencil icon beside the action plan you would like to remove them from. Your Action plan manager will open. If your contact is on any of these action plans, you will have an option to Go (under the View column), or to Remove (in the Assign column). Click remove to remove them. Page 27
Creation of Calendar events based on action plan While in the Action Plan Manager, select your plan and in the action Plan Details window, click on Manage Assigned contacts Under the Action Plan Contacts window, find your contact and click on their name The Action Plans task window will open. The Day column will indicate how many days from the addition of the contact to the plan that you should complete the assigned task. Open the Calendar on the upper navigation bar to see upcoming tasks assigned to you through the Action Plans Manager. Through the Calendar, you have the option to complete, edit or delete the task. Page 28
Viewing call scripts or email templates for action items While in the Action Plan Manager, select your plan and in the action Plan Details window, click on Manage Assigned contacts Select the Action Plan under Plan Name Click on Edit Action Tasks In the Script column beside each of the task, click on the Add Script button to add a script If there is a script added, this button will say See Script. Click to review or edit. Click Save to save your changes. Page 29
Action Plan activities from Contact Record Select your contact under My Book and open their contact information window. In the Summary tab (first page), you will see upcoming activities under Scheduled Activities You have the option to complete, edit, or delete the activity here Edit to change or add notes, or to reschedule the activity Page 30
Make your own Action Plan - using Clone and from scratch Create a New Action Plan 1. Click on Add new Action plan in the Action Plan Manager 2. In the Clone Action Plans window, add a name and description. Note: Name and Description fields are mandatory 3. Select a plan type from the drop-down window 4. Click Create to create the new action plan You will find the new action plan in the Action Plan Manager marked as Custom under the Plan column (first column) Clone An Existing Plan 1. Open your Action Plan Manager and select a plan that you would like to clone 2. Select Clone at the right end of the row 3. In the Clone Action Plans window, rename your action plan and add a description 4. Choose a plan type from the drop down menu Note: Name and Description fields are mandatory Under your Action Plan Manager, you will now see that your plan is marked as Custom under the Plan column (first column) Page 31
Add A Task To The New Plan 5. Open the new plan 6. In the Action Plan Details window, click Edit Action Plan Tasks 7. To add tasks, click on the Add button on the lower left corner Add Action Items Day - the task will be scheduled for the number of days from when the contact was added to the action plan Title - give the task a unique name Note - a note or description for this task Type - the type of task Is Blocking Event - If this is selected, no further tasks could be continued unless this task is completed first Page 32
Editing call scripts for action plan items While in the Action Plan Manager, select your plan and in the action Plan Details window Select the Action Plan you would like to edit In the Action Plan Details window, click Edit Action Plan Tasks Find the task you need to edit and click on See Script to edit the existing script Page 33
Managing Drip Campaigns Page 34
Automating your Stay in Touch and Lead Incubation activities Drip email campaigns can be created through My Book or the Campaigns manager to maintain contact with leads. They will be sent emails periodically with helpful, and informative real estate content. The emails are already written, formatted with branded graphics, and scheduled so all you will need to do is add the new lead to the campaign. Your leads will receive your emails at set times, and will be more likely to remember you if they have any questions, or inquiries about real estate. 1. From your Client Click dashboard, click on 'My Book' from the top menu bar Page 35
2. Click on the 'My Leads' tab 3. Click on 'Manage Drip Campaigns' at the bottom of the page 4. From the 'Manage Drip Campaign' window you can view all available campaigns and further modify them 1. Click on 'Go' under the View column in the row corresponding to the Drip Campaign you want to edit to open its contents. 2. Click on 'Go' under the Assign column in the row corresponding to the Drip Campaign you want to add or remove contacts and leads to. Page 36
5. In the Drip Campaign's content manager, click on one of the topic titles to edit its contents Uncheck the boxes next to the topics you want to exclude from the drip campaign. Additionally, from this menu you can set the day within the campaign when each email will be sent. 6. Type over the existing subject line, title and body of the email to modify it Click on 'Preview' to see what your email will look like before sending. Page 37
Don't forget to click on 'Done' when finished to save your changes. 7. In the Contacts manager window, click on 'Add Contacts' From this window you can see a summary of the overall campaign including existing recipients and the results of your campaign. Page 38
8. Choose a contact type from the drop down menu and click on 'Search' to view available contacts in that category Use the double arrow button to add all available contacts in the list. To select more than one contact at once hold the Ctrl key down while clicking on desired contacts and then on the single arrow button when done to add to the list. Don't forget to click on 'Save' to save your changes. Accessing Drip Campaigns from Campaigns Through Campaigns, you will also be able to check if the emails have been sent, received and opened. 8.1. From your Client Click dashboard, click on 'Campaigns' from the top menu bar Page 39
8.2. Click on 'Manage Drip' to open the Drip Email summary 8.3. Click on 'View All Campaigns' to edit and modify campaigns You can use this windown to view campaigns you've already added contacts to. Click on the 'Recipient' or 'Item' number in order to further edit both of these aspects. Page 40
CASL consent exceptions Canada s anti-spam Legislation (CASL) came into effect July 1, 2014. As a business, real estate professionals must solicit consent from their contacts in order to send them emails. Reference: http://fightspam.gc.ca/eic/site/030.nsf/eng/home You may obtain consent from your client either through express written consent, verbal consent or implied consent. Clients may request to be removed from your contact list at any point in time. Clients may consent to be added to your contact list if they complete a form through your website and check the box indicating they would like to receive your information You can also add their CASL information directly through their contact information window in My Book Page 41
If clients have not provided consent to be contacted, drip campaign emails, email blasts and newsletters will not be sent to them. Page 42
Customize a provided Campaign Drip email campaigns can be created through My Book or the Campaigns manager to maintain contact with leads. They will be sent emails periodically with helpful, and informative real estate content. The emails are already written, formatted with branded graphics however they can be customized to suit your needs. 1. From your Client Click dashboard, click on 'Campaigns' from the top menu bar Page 43
2. Click on 'Manage Drip' to open the Drip Email summary 3. Click on 'View All Campaigns' to edit and modify preset campaigns 4. From the 'Manage Drip Campaign' window you can view all available campaigns and further modify them Click on 'Go' under the View column in the row corresponding to the Drip Campaign you want to edit to open its contents. Page 44
5. In the Drip Campaign's content manager, click on one of the subject lines to edit its contents From this window you can uncheck any topics you want to exclude from the campaign and re-order the email list by clicking and dragging the rows. The days correspond to the amount of days after you ve added your contact to this email. Page 45
6. Type over the existing subject line, title and body of the email to modify it Click on 'Preview' to see what your email will look like before sending. Note that this will change this email for all recipients of this campaign. Click on Reset to return the campaign to its default settings. Don't forget to click on 'Done' when finished to save your changes. Page 46
Managing enewsletters Page 47
Setting up your first enewsletter Go to the Campaigns section and select Manage Newsletter to open the enewsletter Summary. You will have two franchise-provided enewsletter templates to choose from or the option to create your own custom enewsletter. Clicking on the template will first open a new tab to preview the content of the enewsletter. Previewing the content is a great way to familiarize yourself with the articles you will be sending out in your enewsletter. Navigate back to the enewsletter Summary and click the enewsletter from selected template button to start editing your enewsletter. Page 48
Editing standard enewsletter content Select an enewsletter from the franchise-provided templates to being editing. Click on the red dotted sections to personalize your enewsletter. The top section allows you to add and feature up to three active listings. For each listing you have the option to add a custom link which can launch anything from a single property website to a virtual tour just to name a few examples. Scroll down toward the footer of the enewsletter to edit the comments section. You have the option to enter a heading as well as a message beneathe. You have the option to Save your progress in case you need to step away from your enewsletter. Page 49
Sending an enewsletter Click Delivery to schedule your enewsletter Choose a date and time to send your enewsletter If you do not select a date and time, your enewsletter will go out on the suggested send date indicated on the template. Use the add contacts button to choose your intended audience Page 50
Choose records from My Book You can select from any record type in My Book including Groups. Simply run a search to bring up available contact records and then select the contacts/groups you would like to send to. Queue up your enewsletter for sending Once your enewsletter has been scheduled, you ll be brought back to the summary screen. Scroll down and you will see your newly scheduled enewsletter under My In Progress enewsletters. Page 51