1. Application Training — Lead Management System

2. Slide 2 Module Agenda Module Break-upDuration (minutes) Lesson 1: Introduction to Lead Management System10 Lesson 2: Introduction to Finacle CRM25 Lesson 3: Introduction to McCamish20 Lesson 4: Introduction to Analyz20 Total75

3. Application Training — Lead Management System Slide 3 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

4. Application Training — Lead Management System INTRODUCTION TO LEAD MANAGEMENT SYSTEM LESSON 1

5. Application Training — Lead Management System Slide 5 Overview and Objectives 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. Introduction to Lead Management System

6. Application Training — Lead Management System Slide 6 Key Features of Lead Management System Introduction to Lead Management System Campaign Creation Lead Creation Lead Assignment Track Leads against Policy Purchased Track Converted Leads Track Opportunity Track Lost Opportunity Capture Customer Response Enable Cross Selling Calculate Probability to Win and Update Opportunity Status Calculate Turn Around Time of Advisor to Close the Call

7. Application Training — Lead Management System Slide 7 Integrated Lead Management System Introduction to Lead Management System The integrated Lead Management System has the benefit of the following three applications: Finacle CRM 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 McCamish 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 Analyz 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

8. Application Training — Lead Management System Slide 8 Web Portal Leads Sourcing Process Introduction to Lead Management System 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. Stage 4 Advisors process the Opportunities and give an Opportunity status update for every type of customer response.

9. Application Training — Lead Management System Slide 9 Campaign Leads Sourcing Process Introduction to Lead Management System 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 process the Opportunities and give an Opportunity status update for every type of customer response.

10. Application Training — Lead Management System Slide 10 Prospect Response Categories Introduction to Lead Management System 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

11. Application Training — Lead Management System Slide 11 Advisor Actions in McCamish Agent Portal Introduction to Lead Management System 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

12. Application Training — Lead Management System Slide 12 Advisor Actions in Finacle CRM Introduction to Lead Management System 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

13. Application Training — Lead Management System Slide 13 Lesson Summary 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. Introduction to Lead Management System

14. Application Training — Lead Management System INTRODUCTION TO FINACLE CRM LESSON 2

15. Application Training — Lead Management System Slide 15 Overview and Objectives 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. Introduction to Finacle CRM

16. Application Training — Lead Management System Slide 16 Logging In to Finacle CRM Introduction to Finacle CRM Enter User Name.Enter Password.Click Sign In.

17. Application Training — Lead Management System Slide 17 Finacle Landing Screen Introduction to Finacle CRM As you log in to the application, the Finacle Landing screen is the first screen that is displayed to the user.

18. Application Training — Lead Management System Slide 18 Tasks Performed Using Finacle Landing Screen Introduction to Finacle CRM 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 Business Tracking Process To access Business Tracking, click Sales > Business Tracking.

19. Application Training — Lead Management System Slide 19 Demonstration: Business Tracking Process Introduction to Finacle CRM 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

20. Application Training — Lead Management System Slide 20 Practice Activity: Track Advisors Business Track the Advisor’s Business by selecting Advisor Name/ID and entering the following details: Advisor Name: XXX Introduction to Finacle CRM

21. Application Training — Lead Management System Slide 21 Assigning Opportunities Introduction to Finacle CRM New Advisors Information Advisor created in PMACS Information sent as batch file at EoD To Finacle CRM Solution Advisors created as DSA Reps Saved in Finacle CRM Advisors assigned Leads Finacle CRM access only to Managing Agents

22. Application Training — Lead Management System Slide 22 Assigning Advisors to Leads: Call Centre Operator and Campaign Manager Introduction to Finacle CRM 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

23. Application Training — Lead Management System Slide 23 Assigning Advisors to Group Introduction to Finacle CRM 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.

24. Application Training — Lead Management System Slide 24 Assigning Advisors to Leads: Web Portal Managing Agents Introduction to Finacle CRM The user of the PLISALESOWNER Group assigns the Opportunities in bulk to the Advisors by retrieving the Advisor information based on post code. All ‘Supervisors’ and Managing Agents of India Post will be created as users of this Group. All Opportunities uploaded from the Web Portal will be assigned to a common user Group called PLISALESOWNER.

25. Application Training — Lead Management System Slide 25 Bulk Assignment of Leads to Advisors Introduction to Finacle CRM 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. 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.

26. Application Training — Lead Management System Slide 26 Upload Response Captured in Agent Portal Introduction to Finacle CRM 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

27. Application Training — Lead Management System Slide 27 Use the application to do the following actions: Assigning Leads to Advisors (Call Center Operator) Complete Bulk Assign Process (use Pin Code) Demonstration: Lead Management Introduction to Finacle CRM

28. Application Training — Lead Management System Slide 28 Practice Activity: Bulk Assign Leads to Advisor using Pin Code Assign Leads to Advisor by entering the following details: Web Portal: Leads Pin Code: 411004 Introduction to Finacle CRM

29. Application Training — Lead Management System Slide 29 Lesson Summary 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. Introduction to Finacle CRM

30. Application Training — Lead Management System INTRODUCTION TO MCCAMISH LESSON 3

31. Application Training — Lead Management System Slide 31 Overview and Objectives 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. Introduction to McCamish

32. Application Training — Lead Management System Slide 32 Lead Management in Agent Portal Introduction to McCamish h 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 Access My Leads Details Page

33. Application Training — Lead Management System Slide 33 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 Demonstration: Lead Management in Agent Portal Introduction to McCamish New Proposals

34. Application Training — Lead Management System Slide 34 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 Introduction to McCamish New Proposals

35. Application Training — Lead Management System Slide 35 Updating of Lead Records Introduction to McCamish 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: FieldAcceptable 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 DateThe Advisor has to update the last contact date with the Lead.

36. Application Training — Lead Management System Slide 36 Practice Activity: Access My Leads in McCamish Access My Leads entering the following details: Access all Leads with the Call Later status Introduction to McCamish New Proposals

37. Application Training — Lead Management System Slide 37 Lesson Summary You have reached the end of the lesson. You should now be able to: Manage Leads in Agent Portal. Update Lead Records. Introduction to McCamish

38. Application Training — Lead Management System INTRODUCTION TO ANALYZ LESSON 4

39. Application Training — Lead Management System Slide 39 Overview and Objectives 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. Introduction to Analyz

40. Application Training — Lead Management System Slide 40 Campaign Tracking Introduction to Analyz Stage 1 Report tracks Campaign effectiveness Stage 2 Report would have a new field Sum Assured and New Dimension Renewal Date Campaign Tracking involves the following two stages:

41. Application Training — Lead Management System Slide 41 Cross Sell and Up Sell Opportunities Introduction to Analyz Stage 1 Identify Cross-Sell Opportunities Stage 2 Process Cross-Sell Opportunities Cross Sell and Up Sell Opportunities involve the following two stages:

42. Application Training — Lead Management System Slide 42 Analyz Calculations Introduction to Analyz Probability to WinAdvisor ProductivityOpportunity TrackingTracking Lost OpportunitiesAdvisor Turn Around Time

43. Application Training — Lead Management System Slide 43 Lesson Summary 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. Introduction to Analyz

44. Application Training — Lead Management System Slide 44 Check Your Understanding 1. What are three applications that are part of Lead Management System? 2. Which application is used for assigning Leads to an Advisor? 3. Which application tracks the Lead generated through marketing Campaigns and analyzes the overall return relative to cost of the Lead? 4. Agent Portal is actually a part of the Finacle CRM application. Is this statement True or False? 5. There are four categories to slot the Lead responses. Three of them are Deny, Call Later and No Response. Which is the fourth category?

45. Application Training — Lead Management System Slide 45 Module Summary 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.

46. Application Training — Lead Management System Slide 46 Questions