"Automated Drip Marketing Template"
Customer User Guide Colony One Support 954-341-7031 ext 1 option 2 firstname.lastname@example.org Cool Contacts Table of Contents Subject Page Description Overview & Benefits of… Customer Relationship 3 Improve service & communication with your clients’ Management with minimal effort Lead Management 4 Track & Route Leads E-Marketing Tools 5 Mail Blast & Drip E-mail Marketing IDX Powered 6 Tie in the MLS Search & Listing Data Contacts List 7-12 manage the flow & communication with any lead in your system. Import Contacts 13 upload a CSV file database CRM Settings 14 define how you will use system tools, BCC of important information, lead sources & more Mail Drips 15-18 add/edit/delete individual drip e-mails or campaigns & who/when they should go to. Status 19 used to define the contact by urgency (ex. hot - ready to buy/sell now, cool – not ready to buy/sell for a while, etc.). Contact Groups 20 used to define the kind of contact (ex. buyer, seller, existing client, etc.). Note: Administrators use Status & Contact Groups to help organize the contacts, assign Staff members to them & pick the proper drip campaign they should receive. Stats/Reports 21 analyze how the system is working. Staff List 22-23 define employees that will be administrators, receive &/or have follow up with leads. Also for Techies: Automated Tasks 24 What updates when? Web Import Service 25 External Lead Source Customer Relationship Management (CRM) CRM consists of the processes a client uses to track & organize its contacts with its current & prospective customers. Cool Contacts’ software is used to support these processes. Information about customers & customer interactions can be entered, stored & accessed into the Cool Contacts’ software system by employee(s) & can be done by Staff members in different company locations or departments. CRM allows its users to improve the services they offer their customers, leads, contacts & more with minimal effort or maintenance. Lead Management (LM) LM consists of the processes a client uses to track, organize & distribute the contacts or leads they receive from its current & prospective customers. The leads from any Cool Contacts powered online site are imported automatically. Other sites can be integrated by utilizing the External Lead Source – Web Import Service detailed on pg 25. Offline sources can be entered, giving Cool Contacts customers one program to track all marketing efforts. Cool Contacts account administrators can set up custom rules that fit their business model to automatically route or manually distribute leads to the proper team member to ensure prompt response & customer service. Information about customers & customer interactions can be entered, stored & accessed into the Cool Contacts system by employees in different company departments. E-Marketing Tools Mail Blast (MB) & Drip E-Mail Marketing (DEM) E-Marketing consists of the processes a client uses to utilize e-mail tools to keep communication with their contacts either via Mail Blast &/or Drip Campaigns. Mail Blast is a communication sent out to many contacts at one time. Great for making an announcement or promoting an event. Drip Campaigns are a series of e-mails each with pertinent content that go out to each contact on a schedule at differing times (based on when each contact’s campaign begins). Cool Contacts users assign a contact to a drip campaign one time & then all future e-mails in that campaign are sent out on schedule automatically. This can be done manually or automatically based on rules defined by the administrator. Several campaigns are provided (pg 15). Users can edit &/or create their own drip e-mails. Cool Contacts allows its users to cut direct mail & other marketing costs by leveraging the power of e-mail marketing! IDX Powered MLS Datafeed & Listing Integration IDX Powered means any IDX page type, Home Scout automated listing e-mails & the registration process on your website(s) will be automatically integrated with the Cool Contacts system. This gives Cool Contacts users detailed information & insights of what your customers are looking for & how they are using your site. Your MLS listing inventory updates automatically with no double entry needed. Plus you can easily produce mail blasts of your listings such as Just Listed, Price Reductions, Open House, Just Sold!, etc. to your pool of contacts. Contacts List Manage the flow & communication with any lead in your system. Contacts List defaults to show a Quick View of the Most Recent Leads so you can quickly manage/route them. And the search form allows you to use many criteria to hone in on entries in the contact list you want to manage (add, delete or export/transfer leads) or Mail Blast to. Contacts List - Individual Contact Display To view or manage an individual Contact, simply double click on it from the Contact Search Results Display and it will launch that Contact in a separate window. Each Contact has a Contact Info, Notes, E-mail, Reminder and History tabs. The Contact Info Tab has the lead assignment (Staff member, group & status). Once these 3 fields are set (can be done automatically by rules covered in Drip E-mails, Status & Contact Groups or manually by a lead administrator), the Staff member is automatically sent a notification e-mail and the Contact is sent their first e-mail of the proper drip campaign. This tab also has the main information a Staff member would need to follow up with that lead, a general notes field and the following settings: Bounced Mail - If a customer provides an e-mail that is undeliverable, the Bounced Mail box will be automatically checked and the Contact will be removed from the drip campaign until a correct contact is acquired (you would then uncheck the box). Saved Search Only – a lead can designate that they only want the Home Scout listing e-mail and not the drip content e-mails. E-mail Opt Out – indicates the lead doesn’t want to receive any e-mails from you. If an administrator manually reassigns a lead to a different Staff Member, they are automatically sent an e-mail notification. If a Contact later changes their mind, you can re-initiate the Drip Campaign or E-mail Opt Out by changing their settings. Contacts List - Individual Contact Display The Notes Tab is an area where members of your Staff can keep a log with date/time stamped communications or notes they want to make on the Contact. Click on Add Note to launch the Rich Text editor and hit submit when completed. Contacts List - Individual Contact Display The E-mail Tab allows you to send a one time communication to that Contact from within Cool Contacts using the Rich Text editor. This e-mail is only out-going so if a Contact replies it would be sent to your e-mail program (not Cool Contacts). Any e- mail sent would be logged in the History Tab under the E-mail Archive section (along with all Home Scout and/or drip e-mails). The Reminders Tab sends an e-mail to the Assigned Staff Member to remind them to do something for this Contact on certain day and time. Contacts List - Individual Contact Display The History Tab defaults to show you some information about that Contact including when their account was created, the Source (website & page they did it at) & when was the last time they accessed their account. There are then 3 Sub-Tabs that give you detailed information about their activity including the following: The History > Searches Sub-Tab has information about the initial search they did on your site and any created since then (so you can assess if their needs are changing), & which ones they saved (Home Scout). Contacts List - Individual Contact Display The History > Listings Sub-Tab has information on any listing they have saved on your site. The History > E-Mail Archive Sub-Tab has a log of any Home Scout, drip, mail blast or direct e-mail (using the E-mail Tab) sent to that Contact. You can click to view them. Import Contacts Already have a database of contacts and want to upload it into Cool Contacts? Just download the template and make your database fit the format (same column header names in same order) and then upload it and each contact will be instantly accessible in the system. http://coolsiteadmin1.colony1.net/admin/CRM/contacts_impo rt_template.csv CRM Settings – Allows you to define main settings of how you will use the system including: • Auto contact assignment • If you want CC or BCC (e-mail copy) of • Single messaging important information • Mail blast • Set up internal &/or external (web import • Drip campaigns services) lead sources • Contact opened notification • Available monthly e-mail inventory Mail Drips Drip Campaign View allows you to view and then add, edit or delete any individual drip e-mails or campaigns & configure who (what kind of lead) & schedule when they should be sent. Provided Drip Campaigns Include: • Thank You For Visiting Our Site (Unassigned Lead) • Buyer – General Web Lead • Seller – General Web Lead • Buyer – Under Contract • Seller – After the Closing • Buyer – 1st Timer • Buyer or Seller – Long Term • Buyer or Seller – Relocator • Listing – Manual Home Scout Note: You can edit provided Drip E-mails &/or create your own. Mail Drips Mail Drip Details Tab allows you to define the following characteristics of that drip e-mail…. • Active • Type: Listing or Other (meaning a text or content e-mail) • Send To: All or New Contacts (ex. If you upload a list of existing contacts, you probably won’t want them to receive a mail drip campaign as if they were a new lead, so you would want to define the date after which any new contact should receive leads.) • Drip & Campaign Name & Drip Description These fields are purely descriptive to help you figure out what each drip e-mail is about & have no bearing on the actual serving of the e- mail. That is determined by the Assigned Staff Member, Group & Status under the Drip Settings tab. Mail Drips E-mail Details Tab allows you to create or edit the content of a drip e-mail using the rich text editor. Note: You can edit any provided Drip E-mails & the rich text editor supports text, images (tree icon), links, tables, etc. as well as the tokens (located below the editor) that can be automatically plugged in from your Staff and/or contact list in Cool Contacts. Mail Drips Drip Settings Tab allows a user to assign the group, Staff member and/or status to receive that e-mail drip as well as set the frequency & reoccurrence (when necessary) it should be delivered. Status – Used to define the contact by urgency (ex. hot - ready to buy/sell now, cool – not ready to buy/sell for a while, etc.). Provided Statuses Include: • Unassigned Lead (new lead) • Buyer – Existing Client (past client) • Buyer – Lead Cool (ready to buy later) • Buyer – Lead General (ready to buy not sure) • Buyer – Lead Hot (ready to buy now) • Buyer – New Client (lead converted to client) • Buyer – Relocator • Seller – Existing Client (past client) • Seller – Lead Cool (ready to sell later) • Seller – Lead General (ready to sell not sure) • Seller – Lead Hot (ready to sell now) • Seller – New Client (lead converted to client) • Seller – Relocator • Home Scout – Manual Home Scout Listing Campaign Note: You can edit provided Statuses &/or create your own. Contact Groups Used to define the kind of contact (ex. buyer, seller, existing client, etc.) Each Contact Group you can define the rules, Staff & weighting for auto-assignment. 1 2 Rules allows you to define the 3 1 rank, source of the lead and rules such as minimum/ maximum price or city selected. Staff Assignment allows you to 2 define what members of your team should be in the lead pool Weighting allows you to set up the 3 order of which Staff members for each group should receive leads from this group. Stats/Reports Analyze how the system is working and track/review lead statistics for a given period of time. Staff List Analyze how the system is working and track/review lead statistics for a given period of time. Click on Add Staff Member and fill out the form with their contact info, assign them a department, user level (admin, floor manager or Staff/sales) and login (user name & password). Once a Staff Member profile has been created, you can double click on them from list to view or manage it. Staff List - Editing a Staff Member Profile Note: Once you enter an existing Staff Member Profile, it will have the additional Group Assignment & Auto Weighting Tabs. The Group Assignment Tab (combined with the Drip E-mail Group & Status settings) allows you to set up what kind of leads the Staff Member is eligible for. The Auto Weighting Tab allows you to set up the priority or ranking that a Staff member will receive a lead in a Group they are assigned to. The higher the number, the more priority they will receive over other Staff members in that group. The Notes Tab allows you to put in a comment about that Staff member. Automated Tasks What updates when? Description Recipient Schedule Type Task Contact Opened Notification Sends an email to the CRM Admin Every 6hrs CF script administrator notifying them of any leads that have not been opened by the assigned agent within 24hrs Send Mail Sends all emails in email Lead / Staff copied Every 2 mins CF script queue (50 / run) Drips & Blast emails Drip to Queue Assigns a new lead DB write Every 10 mins Stored Proc appropriate drip campaigns by comparing drip settings to details of lead. Also used to activate drip campaigns previously assigned to a lead but have been deactivated due to a change in lead detail if needed. Appointment Reminder Sends all due reminders for Staff Member Daily 12am CF script current day Bounced Mail Processor Sets bounced flag for those DB update Every 10 mins CF Script leads which an email address that has recently bounced. CRM Usage Notification (C1) Emails C1 a report for all C1 1st of the CF Script CRM accounts that have month used more than the default amount of emails allocated. The report includes the overage & amount owed. CRM Usage Notification Notifies CRM client that the CRM Admin Daily 1:05am CF Script (Client) maximum number of emails have been sent & provides them with the steps to take in order to adjust this setting. External Lead Source - Web Import Service Is used to create leads from a 3rd party source, import it into Cool Contacts so it can be assigned to a Staff Member, drip campaign, etc. & tracked properly. You must request a “web import service” username & password. Once you have received this, please use the following information to perform imports via the web service: Web Service URL: http://coolsitetasks.colony1.net/crm_createLead/ws.cfc?wsdl Parameter Name Data Type Max Length Username Str 10 Password Str 10 First Name Str 75 Last Name Str 75 Phone Str 50 Email Str 100 Address1 Str 250 Address2 Str 250 City Str 50 State Str 50 Zip Str 10 PageSource Str 500 Search Criteria (Optional) Real Estate Leads Only PropertyType Str Comma separated list Max list items (5) SubProbType Str Comma separated list Max list items (5) SearchCity Str Comma separated list Max list items (15) Subdivision Str Comma separated list Max List items (15) MLSArea Str Comma separated list Max List Items (15) MLS Str Comma separated list Max List items (30) MinPrice Str 2 MaxPrice Str 10 MinSqFt Str 10 MaxSqFt Str 10 MinBeds Str 2 MinBaths Str 2 SearchZip Str 10 YearBuilt Int 4 DaysOnMarket Int 5 Cool Contacts Pricing Current Packages Monthly Rate Support Monthly Emails Included CRM-Agent 30 1 6000 CRM-Broker 75 2 14000 CRMaddon Agent 20 1 7000 CRMaddon Broker Admin 25 1 7000 E-mail Add On 5 1 1000 Recommended Pricing Additional Per Agent Login that would be 90% Per Agent Discount if Monthly Emails Agents/Logins supported monthly rate only 2 Support Contacts Included 0-25 agents 20 2 7000/per user 26-50 17.5 1.75 7000/per user 51-100 15 1.5 7000/per user 101-200 12.5 1.25 7000/per user 201-300 10 1 7000/per user 301+ 7.5 0.75 7000/per user