Your department or area of work

Your department or area of work
Tell us… Your name Your department or area of work Number of years you have completed with India Post Two or three core job-related tasks that you perform everyday Tools and applications that you use to perform your job-related tasks Your expectations from this course Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Welcome students to the course and introduce yourself. Provide a brief overview of your background to establish credibility. Ask participants to introduce themselves and provide their background, experience with IP, and expectations from the course. Write the expectation of each participant on a flip chart/white board. And don’t forget to visit these charts at the end of the module to map their expectations to the actual delivery.

Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Discuss the general rules to be followed during the classroom session and explain that adherence to these guidelines will enable the entire class to focus on learning without disruptions and meet the learning objectives effectively. 1. Please turn off or turn the volume off on pagers and cell phones to eliminate disruptions. Be respectful of other participants and check or cell phones only during breaks. 2. Please be on time and follow the training schedule. We’ll take a ten-minute break approximately every two hours; please return from breaks promptly. This will help manage activities by starting and stopping sessions on time. 3. Let’s minimize side conversations so we can all hear the speaker clearly. 4. Please feel free to ask a question anytime throughout the course. Questions that cannot be answered immediately will be noted down and answered later.

Lesson 1: Introduction to Lead Management System 10
Module Break-up Duration (minutes) Lesson 1: Introduction to Lead Management System 10 Lesson 2: Introduction to Finacle CRM 25 Lesson 3: Introduction to McCamish 20 Lesson 4: Introduction to Analyz Total 75 Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: State the agenda of the module and inform students about the total duration. Inform that the duration will cover demonstration and practice exercises.

Operating Manual Deck Job-Aid
Training Scope The Lead Management module will be covered through the following training aids: Operating Manual Deck Job-Aid Icons Acronyms Process Steps Screenshots Screen Elements Glossary Demonstrations Practice Activities Group Discussions Role Plays Knowledge Checks Process Steps Facilitation Notes: Explanation: NA More Information: NA Explain each training aid and how the items therein make it better to understand. Tell them we will discuss them in detail from the next few slides.

Acronyms Used in the Training Material
Head Office HO Central Processing Center CPC Postal Life Insurance PLI India Post IP Rural Postal Life Insurance RPLI Post Office PO User Interface UI Sum Assured SA Lead Management System LMS Customer Relationship System CRM Direct Selling Advisor DSA Producer Management and Compensation System PMACS End of Day EoD Facilitation Notes: Explanation: NA More Information: NA Familiarize users with the acronyms and emphasize their usage in the document for better readability.

Audience This document will be used by the following roles at IP :
Administrators Advisors Facilitation Notes: Explanation: Administrators: The Administrator has assignment rights and special access to the Finacle CRM. This role is based in the CPC. Advisors: These are outside contractors, who diligently sell Postal life Insurance (PLI) and Rural Postal life Insurance (RPLI) products across the country. Call Center Operators: These are the regular employees of the IP, looking after IP’s help desk. They work 24/7 to help the citizens of India. Data Entry Operators: This is a role similar to the one at CPC, where the said user copies the data from the application forms. More Information: NA At this point, you may find with dis-regard to the roles displayed. You may make the class more interactive by asking four learners from the audience, one from each role, to describe their current responsibilities. Call Center Operators Data Entry Operators (Working on Advisor 's Clients in CPC)

Prerequisites Learners should be familiar with:
Basic concepts and terminology associated with Postal/Rural Life Insurance Basic knowledge of working with computers Basic knowledge of navigating through application interfaces Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: State that this course is focused on processing Lead Management for Postal Life Insurance and Rural Postal Life Insurance and that participants are expected to be familiar with the basic concepts and terminology associated with Life Insurance. Participants are also expected to have a basic knowledge of working with computers and are expected to be familiar with application interfaces. It would be a good idea to ask trainees to raise their hands in order to gauge the percentage of the audience that meets the above prerequisites.

After completing this course, you will be able to:
This module deals with the Lead Management process. The Leads are sourced for the sale of the Postal Life Insurance and Rural Postal Life insurance policies. After completing this course, you will be able to: Describe the application that are integrated with Lead Management System (LMS). Perform Lead creation and Lead assignment activities using the Finacle CRM application. Manage Leads and update Lead records using the McCamish application. Track the Leads and analyze overall return relative to cost using the Analyz application. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Provide an overview of the module and state the objectives displayed on the slide.

Introduction to Lead Management System
Lesson 1 Introduction to Lead Management System

Lead Management System (LMS) is an integration of three platforms that will help IP transform its insurance operations by enabling it to generate more business. After completing this lesson, you should be able to: Describe the features of LMS. Describe the various application integrated for managing Leads. Describe the Lead Sourcing process for Web Portal. Describe the Lead Sourcing process for Campaigns. Describe the Prospect response categories and corresponding Advisor actions for the responses. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Provide an overview of the lesson and state the objectives displayed on the slide.

Key Features of Lead Management System
Introduction to Lead Management System Key Features of Lead Management System Campaign Creation Lead Creation Lead Assignment Track Leads against Policy Purchased Track Converted Leads Track Opportunity Track Lost Opportunity Facilitation Notes: Explanation: Tell the class the benefits of the integrated system, that with the unique combination a lot of tasks can be planned, which are then traced to ascertain their viability. More Information: NA Facilitation Tips: Read the list to the class and ask if they can think of any other activity they might need for the LMS which is not on board. Likely there is not as this list is pretty comprehensive. Capture Customer Response Enable Cross Selling Calculate Probability to Win and Update Opportunity Status Calculate Turn Around Time of Advisor to Close the Call

Integrated Lead Management System
Introduction to Lead Management System Integrated Lead Management System The integrated Lead Management System has the benefit of the following three applications: Finacle CRM McCamish Analyz Creation of Leads Assignment of Leads to Advisors Updation of Leads Status based on report provided by Lead responses Provision for definition of Campaign and Campaign Cost Provision to Associate Leads with Campaign Capture of Lead Information via Web Portal Host the Lead information on the Agent Portal Process Leads in the Agent Portal (Lead Response Capture) Display Cross-Sell and Up-Sell Products to Existing Customers through Customer Portal Calculate the Advisor Incentive based on Advisor Sales Record Perform Cross-Sell and Up-Sell of Products Calculate Win Ratio from Leads and Opportunities Publish Advisor Productivity Reports and Closure Rate Reports Publish Qualitative and Quantitative Information Report of Leads Publish Lost Opportunities Report Facilitation Notes: Explanation: The following applications jointly handle LMS: Finacle CRM McCamish Analyz The Finacle CRM application acts as a repository for all information related to Lead. These are the tasks performed using the Finacle CRM application: Creation of Leads, which can be done manually through User Interface or by uploading Leads Assignment of Leads to Advisors Updation of Leads Status based on report provided by Lead responses Provision for Definition of Campaign and Campaign Cost Provision to Associate Leads with Campaign The McCamish application will be used by the Advisors to process the Leads. These are the tasks performed using the McCamish application: Capture of Lead Information via Web Portal (Customer Portal) Host the Lead Information on the Agent Portal to enable Advisor Follow-Up Leads Process Leads in the Agent Portal (Lead Response Capture) Display Cross-Sell and Up-Sell Products to Existing Customers through Customer Portal Calculate the Advisor Incentive based on Advisors Sales Record The Analyz application allows India Post users to analyze data and gather statistics. These are the tasks performed using the Analyz application: Perform Cross-Sell and Up-Sell of Products Calculate Win Ratio from Leads and Opportunities Publish Advisor Productivity Reports and Closure Rate Reports Publish Qualitative and Quantitative Information Report of Leads Publish Lost Opportunities Report More Information: NA Facilitation Tips: Read the list of each application’s features, and explain how they are a set of linear steps in achieving their sales targets.

Web Portal Leads Sourcing Process
Introduction to Lead Management System Web Portal Leads Sourcing Process Stage 1 Customers view the insurance products on the Customer Portal and show interest in the products. Stage 2 Information is collated and these Opportunities are uploaded in Finacle CRM. The information includes prospects name, address and their products of interest. Stage 3 Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences. Facilitation Notes: Explanation: The sales Opportunities from the customers who show interest in India Post products through the Web Portal are tracked and turned into business in the following way. Stage 1: Customers will view insurance products on the Customer Portal and send expression of interest and give their personal contact information. Stage 2: Information is collated and these Opportunities are uploaded in the Finacle CRM application. This information includes prospects name, address and their products of interest. Stage 3: Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences. Stage 4: Advisors will process the opportunities and give an Opportunity status update for every type of customer response. More Information: An IP Sales Officer with Assignment Administration rights will assign these Opportunities to the Advisors gents handling the region, listing the source as ‘Web’. Facilitation Tips: Read the given text on screen and explain from the notes the sequence of gathering Leads from the Web Portal. Stage 4 Advisors process the Opportunities and give an Opportunity status update for every type of customer response.

Campaign Leads Sourcing Process
Introduction to Lead Management System Campaign Leads Sourcing Process Stage 1 Customers will view insurance products during Marketing Campaigns and express interest and give their personal contact information. Stage 2 Information is collated and these Opportunities are created in Finacle CRM. Campaign details from where the Opportunity is sourced are also collated. Stage 3 Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences. Facilitation Notes: Explanation: The sales Opportunities from the customers who show interest in India Post products through any Marketing Campaigns are tracked and turned into business in the following way: Stage 1: Customers will view insurance products during Marketing Campaigns and express interest and give their personal contact information. Stage 2: Information is collated and these Opportunities are created in Finacle CRM. Campaign details from where the Opportunity is sourced are also collated. Stage 3: Finacle CRM will assign the Leads directly to the Advisors based on the customer region and product preferences. Stage 4: Advisors will process the Opportunities and give an Opportunity status update for every type of customer response. More Information: An IP Sales Officer with Assignment Administration rights will assign these Opportunities to the Advisors handling the region, listing the source as ‘Campaign’. Facilitation Tips: Read the given text on screen and explain from the notes the sequence of gathering Leads from the Web Portal. Stage 4 Advisors process the Opportunities and give an Opportunity status update for every type of customer response.

Prospect Response Categories
Introduction to Lead Management System Prospect Response Categories All Leads will have a follow-up due date and Advisors must give an update about the prospect’s response. The Advisors must update the status of the Opportunities as per the response received from the prospects. Agreed to go ahead with the offer (policy purchase) Accept Not interested Deny Requested to call after some time Call Later No response from the Prospect No Response Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Explain each Prospect response category in detail.

Advisor Actions in McCamish Agent Portal
Introduction to Lead Management System Advisor Actions in McCamish Agent Portal The Advisors must update the status of the Opportunities as per the response received from the Prospects in the McCamish Portal. The Advisors update the following based on the responses from the Prospects: Collect and send filled application form to PO to create the policy. Status of the policy is updated to 'Accept' in Finacle CRM Accept Information is passed to Finacle CRM Deny The call back details (date and time) are captured and stored in Agent Portal Call Later No action required from the Advisor; the Prospect information will remain in the Agent Portal No Response Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Explain the Advisor actions in McCamish Agent Portal matrix in detail.

Advisor Actions in Finacle CRM
Introduction to Lead Management System Advisor Actions in Finacle CRM The Advisors must update the status of the Opportunities as per the response received from the prospects in Finacle CRM. The following actions are carried out in Finacle CRM corresponding to the responses: The status of the Opportunity is updated as ‘Closed’ and the disposition is updated to ‘Deal Won’ Accept The status of the Opportunity is updated as ‘Closed’ and the disposition is updated to ‘Deal Lost’ Deny No action required Call Later No action is required. The information will remain in the Agent Portal No Response Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Explain the Advisor actions in Finacle CRM matrix in detail.

You have reached the end of the lesson. You should now be able to: Describe the features of Lead Management System (LMS). Describe the various application integrated for managing Leads. Describe the Lead Sourcing process for Web Portal. Describe the Lead Sourcing process for Campaigns. Describe the Prospect response categories and corresponding Advisor actions for the responses. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: State what the students should now be able to do.

Introduction to Finacle crm
lesson 2 Introduction to Finacle crm

Introduction to Finacle CRM
The Finacle CRM application acts as a repository for the sourced Leads and performs operations such as Lead assignment and Lead creation. It involves activities from Administrators and Managing Agents. After completing this lesson, you should be able to: Create Campaigns. Create a New Opportunity. Process Business Tracking. Maintain and Manage Advisors. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Provide an overview of the lesson and state the objectives displayed on the slide.

Logging In to Finacle CRM
Introduction to Finacle CRM Logging In to Finacle CRM Enter User Name. Enter Password. Click Sign In. Facilitation Notes: Explanation: The Finacle CRM application can be accessed at Central Processing Center (CPC). The login credentials of authorized users are used to log on to the application. Any user who logs in for the first time would be able to change the password. The user name and the passwords are case sensitive. Never disclose your user name and password to anyone. More Information: NA Facilitation Tips: Access the application and show, if required, how to log on to the application. It would be a good idea to ask the users to log on with their personal credentials and take a feedback on if they are able to log on.

Finacle Landing Screen
Introduction to Finacle CRM Finacle Landing Screen As you log in to the application, the Finacle Landing screen is the first screen that is displayed to the user. Facilitation Notes: Explanation: After signing in, the first screen that is displayed for the user is the Finacle Landing screen. This screen allows the user to navigate to different screens. More Information: NA Facilitation Tips: Access the application and show users how the Finacle Landing screen.

Tasks Performed Using Finacle Landing Screen
Introduction to Finacle CRM Tasks Performed Using Finacle Landing Screen The Finacle landing screen allows you to perform the following tasks: Create a Campaign To access a Campaign, click Marketing > New Campaign. Create a New Opportunity To access a new Opportunity, click Sales > New Opportunity Facilitation Notes: Explanation: Create Campaigns: Campaigns are defined in the Finacle CRM solution. The budget associated with the campaign is also maintained as part of the campaign definition. Create a New Opportunity: The Advisors fill in the details in the New Opportunity screen. Business Tracking Process: Once the Opportunities are assigned to the Advisors, the Managing Agents can track the status of the opportunities in Finacle CRM using the Business Tracking menu. Opportunities that are updated as Accepted/Declined by the Advisor in Agent’s Portal will be closed in the Finacle CRM application and such Opportunities can be seen under 360 degree View Opportunities menu for further investigations. More Information: NA Facilitation Tips: Access the application and show users to perform various tasks using the Finacle Landing screen. Business Tracking Process To access Business Tracking, click Sales > Business Tracking.

Demonstration: Business Tracking Process
Introduction to Finacle CRM Demonstration: Business Tracking Process Use the application to do the following actions: Accessing Finacle CRM Accessing the Business Tracking screen Tracking Overdue Business Assigning Overdue Business to Other Advisors Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Access the application and demonstrate the above tasks. Important: 1. Explain each task in detail. Provide appropriate business logic, wherever required, or draw learner’s attention to important points that users should note. 2. Emphasize on the mandatory fields on each screen. Refer to the Operators Manual for the key notes for each sub-step/field. Ensure the following: The key notes are discussed in the class The prerequisites for a step are performed before demonstrating the step

Practice Activity: Track Advisors Business
Introduction to Finacle CRM Practice Activity: Track Advisors Business Track the Advisor’s Business by selecting Advisor Name/ID and entering the following details: Advisor Name: XXX Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: This is a Practice Activity and let trainees perform the tasks in the application.

Assigning Opportunities
Introduction to Finacle CRM Assigning Opportunities New Advisors Information Information sent as batch file at EoD Advisors created as DSA Reps Advisors assigned Leads Advisor created in PMACS To Finacle CRM Solution Saved in Finacle CRM Finacle CRM access only to Managing Agents Facilitation Notes: Explanation: NA Details of all Advisors created in the Producer Management and Compensation System (PMACS®) application will be passed on to the Finacle CRM application in the form of a batch file at the end of day. The Advisor details received from PMACS will be used to create the Advisors in Finacle CRM. The Advisors will have no access to the Finacle CRM application. The information of the Advisors can be viewed by the Managing Agents (users of India Post) for Lead assignment. More Information: NA Facilitation Tips: Tell them this will keep the internal and external activities separate.

Assigning Advisors to Leads: Call Centre Operator and Campaign Manager
Introduction to Finacle CRM Assigning Advisors to Leads: Call Centre Operator and Campaign Manager A customer contacts Call Centre for product information The Call Centre Operator provides information and takes a note of the potential Lead The Call Centre Operator assigns an Advisor at the time of creating the Opportunity page The Campaign Manager assigns Lead to Advisor on the spot The customer details are taken note of as a potential Lead A customer attends a product Campaign event Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Explain the process of assigning Advisors to Leads for call Center Operator and Campaign Manager.

Assigning Advisors to Group
Introduction to Finacle CRM Assigning Advisors to Group A customer contacts Call Centre for product information The Managing Agents or Call Centre Advisor creates an Opportunity without assigning it to a user and only to a Group This Opportunity is then assigned to an Advisor. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Explain the process of assigning Advisors to a Group.

Assigning Advisors to Leads: Web Portal Managing Agents
Introduction to Finacle CRM Assigning Advisors to Leads: Web Portal Managing Agents All Opportunities uploaded from the Web Portal will be assigned to a common user Group called PLISALESOWNER. All ‘Supervisors’ and Managing Agents of India Post will be created as users of this Group. Facilitation Notes: Explanation: The Managing Agent will be able to view and thereby assign Leads only to the Advisors who report to the Managing Agent. The Managing Agent and the Supervisor would be made a part of the common Group ‘PLISALESOWNER’. Both of them would have the authority to Bulk Assign the Leads to the Advisors. CPC users and Managing Agents will be created as CRM users with user type ‘Supervisor’ and ‘Manager’ respectively as part of the user creation. More Information: NA Facilitation Tips: Explain the process of assigning Advisors to leads through Web Portal. The user of the PLISALESOWNER Group assigns the Opportunities in bulk to the Advisors by retrieving the Advisor information based on post code.

Bulk Assignment of Leads to Advisors
Introduction to Finacle CRM Bulk Assignment of Leads to Advisors Bulk assignment of an Advisor can be done by mapping customer Pin Code with Advisors. All Advisors with same Pin Code as customers will get the bulk assigned. To bulk assign Leads to Agents, click Sales > Bulk Assign Opportunity. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Explain the process of assigning Leads to Advisors in bulk. Once Leads are assigned to the Advisors, the Agent Portal will extract data through business views provided by Analyz. The Advisors will be able to see the newly assigned Leads in their Inbox.

Upload Response Captured in Agent Portal
Introduction to Finacle CRM Upload Response Captured in Agent Portal Accept The status of the opportunity will be updated to ‘Closed’ and the disposition will be updated to ‘Accepted’. Deny The status of the opportunity will be updated to ‘closed’ and the disposition will be updated to ‘Decline’. The denial reason will also be updated (if it had been captured by the Advisor in the portal). Lead Response Capture Already have Insurance Minimum Sum Assured is High Maximum Sum Assured is Low Required Documents not Available Not Eligible For The Policy Returns Low Facilitation Notes: Explanation: The Accept or Decline response will be passed back to Finacle CRM through a batch file in order to update the status of the opportunity. Accepted: The status of the opportunity will be updated to ‘Closed’ and the disposition will be updated to ‘Accepted”. Deny: The status of the opportunity will be updated to ‘closed’ and the disposition will be updated to ‘Decline”. The denial reason will also be updated (if it had been captured by the Advisor in the portal). More Information: NA Facilitation Tips: NA

Demonstration: Lead Management
Introduction to Finacle CRM Demonstration: Lead Management Use the application to do the following actions: Assigning Leads to Advisors (Call Center Operator) Complete Bulk Assign Process (use Pin Code) Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Access the application and demonstrate the above tasks. Important: Explain each task in detail. Provide appropriate business logic, wherever required, or draw learner’s attention to important points that users should note. Emphasize on the mandatory fields on each screen. Refer to the Operators Manual for the key notes for each sub-step/field. Ensure the following: The key notes are discussed in the class The prerequisites for a step are performed before demonstrating the step

Practice Activity: Bulk Assign Leads to Advisor using Pin Code
Introduction to Finacle CRM Practice Activity: Bulk Assign Leads to Advisor using Pin Code Assign Leads to Advisor by entering the following details: Web Portal: Leads Pin Code: Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: This is a Practice Activity and let trainees perform the tasks in the application.

Introduction to Finacle CRM
You have reached the end of the lesson. You should now be able to: Create Campaign. Create New Opportunity. Process Business Tracking. Maintain and Manage Agents. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: State what the students should now be able to do.

INTRODUCTION TO McCAMISH
Lesson 3 INTRODUCTION TO McCAMISH

Introduction to McCamish
The McCamish application allows the user to manage Leads and update the Lead records through the Agent Portal. This lesson provides an overview of the McCamish application. After completing this lesson, you should be able to: Manage Leads in the Agent Portal. Update Lead records. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Provide an overview of the lesson and state the objectives displayed on the slide.

Lead Management in Agent Portal
Introduction to McCamish h Lead Management in Agent Portal The McCamish application allows the user to manage Leads through the Agent Portal by performing the following activities : Access My Business Page Access My Leads Search Page Access My Leads List Page Facilitation Notes: Explanation: The McCamish application allows the user to manage Leads through the Agent Portal by performing the following activities : My Business Page: The My Business Page features the Leads allotted to the Advisor. The Advisor can view the Leads and update the status of the Leads. The My Business page of the Advisor displays the business placed by the Advisor. My Leads Search Page: When the user clicks on the ‘My Leads’ page, the system will display the Leads that are in the following status: Call Later No Response Status is ‘Blank’ My Leads List Page: All the matching Leads will be displayed with the detail hyperlink where the Advisor can click to check the details of the Lead. The columns in the list page will be similar to that of the search page. My Leads Details Page: The My Leads page of the Agent Portal displays the Leads allotted to the Advisor. The My Leads page has some critical details. More Information: NA Facilitation Tips: Access the application and show the three options on the page. Access My Leads Details Page

Demonstration: Lead Management in Agent Portal
Introduction to McCamish New Proposals Demonstration: Lead Management in Agent Portal Use the application to do the following actions: Accessing My Business Page Accessing My Leads Search Page Accessing My Leads List Page Accessing My Leads Details Page Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Access the application and demonstrate the above tasks. Important: 1. Explain each task in detail. Provide appropriate business logic, wherever required, or draw learner’s attention to important points that users should note. 2. Emphasize on the mandatory fields on each screen. Refer to the Operators Manual for the key notes for each sub-step/field. Ensure the following: The key notes are discussed in the class The prerequisites for a step are performed before demonstrating the step

Practice Activity: Managing Leads in McCamish
Introduction to McCamish New Proposals Practice Activity: Managing Leads in McCamish Perform the following tasks in the McCamish application: Access My Business Page Access My Leads Search Page Access My Leads List Page Access My Leads Details Page Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: This is a Practice Activity and let trainees perform the tasks in the application.

Updating of Lead Records
Introduction to McCamish Updating of Lead Records The Advisor can update the record of Leads that are allocated to him. Every detail record of the Lead will provide the Advisor the option to update. Following are the fields that can be updated: Field Acceptable values Status of Lead Status can be updated to: Accept: When the Lead or customer has been converted and a policy is issued Deny: When the Lead or customer is not interested in the product Call Later: When the Lead or customer has asked the Advisor to contact at some other time No Response: When the Lead or customer does not respond to the Advisor’s call Reason This is a free text field that the Advisor can update with comments after interaction with the customer or Lead. Last Contact Date The Advisor has to update the last contact date with the Lead. Facilitation Notes: Explanation: NA More Information: Only the records with Accept and Deny status will be passed to the Lead Management System. All other records will be stored in the Agent Portal database till further update. Facilitation Tips: Access the application and show the three options on the page.

Practice Activity: Access My Leads in McCamish
Introduction to McCamish New Proposals Practice Activity: Access My Leads in McCamish Access My Leads entering the following details: Access all Leads with the Call Later status Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: This is a Practice Activity and let trainees perform the tasks in the application.

Introduction to McCamish
You have reached the end of the lesson. You should now be able to: Manage Leads in Agent Portal. Update Lead Records. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: State what the students should now be able to do.

Introduction to Analyz
Lesson 4 Introduction to Analyz

The Analyz application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead. After completing this lesson, you should be able to: Track the Leads generated through marketing campaign. Identify and process Cross-Sell and Up-Sell Opportunities. List the other statistical activities performed by Analyz. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Provide an overview of the lesson and state the objectives displayed on the slide.

Campaign Tracking Campaign Tracking involves the following two stages: Stage 1 Report tracks Campaign effectiveness Stage 2 Report would have a new field Sum Assured and New Dimension Renewal Date Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: NA

Cross Sell and Up Sell Opportunities
Introduction to Analyz Cross Sell and Up Sell Opportunities Cross Sell and Up Sell Opportunities involve the following two stages: Stage 1 Identify Cross-Sell Opportunities Stage 2 Process Cross-Sell Opportunities Facilitation Notes: Explanation: Cross Sell and Up Sell Opportunities involves the following two stages: Identify Cross-Sell Opportunities: Cross-sell and up-sell products applicable for a customer will be identified by the Analyz application using the existing product holding information of the customer and other attributes such as customer demographics. Once the cross-sell or up-sell product is identified, the information related to the cross-sell or up-sell product will be made available to the customer through the Customer Portal. In addition, cross-sell/up-sell products identified for an existing customer may also be sent directly to the Lead Management System for creating Opportunities. Process Cross-Sell Opportunities: The customer can see the cross-sell or up-sell offer in the portal and can choose to express a desire to pursue the offer further or can ignore it. In case, a customer has expressed interest in pursuing the offer, the customer can do so by requesting the Advisor to contact the customer for further details on the cross-sell or up-sell offer. In such cases, the McCamish application will capture the customer’s desire and pass on the same to Finacle CRM to create an Opportunity for the customer through a batch file. The Prospect ID (captured during creation of customer), details of the cross-sell/up-sell product (scheme code) and the Advisor ID of the customer (ID of Advisor handling the customer) would have to be passed from McCamish to Finacle CRM for creation of the Opportunity. More Information: NA Facilitation Tips: NA

Analyz Calculations Probability to Win Advisor Productivity Opportunity Tracking Tracking Lost Opportunities Advisor Turn Around Time Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: NA

You have reached the end of the lesson. You should now be able to: Track the l Leads generated through marketing campaign. Identify and process Cross-Sell and Up-Sell Opportunities. List the other statistical activities performed by Analyz. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: State what the students should now be able to do.

What are three applications that are part of Lead Management System?
Which application is used for assigning Leads to an Advisor? Which application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead? Agent Portal is actually a part of the Finacle CRM application. Is this statement True or False? There are four categories to slot the Lead responses. Three of them are Deny, Call Later and No Response. Which is the fourth category? Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Inform trainees that these questions are meant to recall the information that they learnt. Everyone should participate without being anxious for it being any form of formal assessment.

You have reached the end of the module. You should now be able to:
Describe the application that are integrated with Lead Management System (LMS). Perform Lead creation and Lead assignment activities using the Finacle CRM application. Manage Leads and update Lead records using the McCamish application. Track the l Leads and analyze overall return relative to cost using the Analyz application. Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Inform trainees that these questions are meant to recall the information that they learnt. Everyone should participate without being anxious for it being any form of formal assessment.

Facilitation Notes: Explanation: NA More Information: NA Facilitation Tips: Encourage students to resolve their queries and clear their doubts, if they have any. It recommended that you go through all sections of the Lead Management System’s Operating Manual in order to resolve learners’ queries.

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