Source to Sale

1. Source to Sale • Tracking your Source to Sale will help you in determining your return on advertising dollars. It is something that you have to start tracking and over time will be able to run valuable and informational reports. To learn how to set up your Marketing Plan for future use go to Step #1. After your Marketing Plan is set up, your staff needs to begin asking customers, “How did you hear about us,” or “What prompted you to call us today?” Make sure the answer is documented in the ‘Marketing Plan’ field on the customer screen. To learn how to enter this information into the customer screen go to Step #11. • Run this report after 60 days of entering in Source to Sale information in to your system. For directions on how to run this report, go to Step #20. It is important that you include prospective customers in this report to analyze your close rates and where you are doing a lot of quoting without a lot of writing. Review the report with your SE to identify trends and adjust accordingly. If you have already run your report and saved your criteria, go to Step # 31 to load previously saved criteria.

2. Step #1 • Double click on ‘The Agency Manager’ icon ( ) on your desktop. • This will bring you to your agency management system home page seen below • Select the “Utilities” tab along the left side of your screen Version Purpose: Here we are going into your system to set up the fields you are going to be working with in your client detail screen

3. Step #2 • Double-click on the following options: • “General > Activity Defaults” • Click on define ‘Marketing Plan’ • Click on the arrow at the bottom of the screen Here you are adding your own unique Marketing Plans into the system

4. Step #3 • Add in a three letter code for your marketing plan in the ‘Plan’ field. • Add in a brief description of your marketing plan into the ‘Description’ field • Click on ‘Accept’ • when you are complete Here you should include the top 5-10 ways your clients could have heard about you.

5. Step #4 • You will be prompted with this question, Click on ‘No’ • Select ‘OK’ it will appear that you have not defined a first step • Select ‘Cancel’ to bring you back to the main ‘Utilities’ screen By answering ‘No’ to this question your system is not generating letters for you to mail to new clients, you are simply using this plan for tracking purposes

6. Step #5 • Go to your ‘Utilities’ page • Double click on the following options: • “General > Activity Defaults > Define Activity Categories” • Click on the arrow Here we are going to define the activities associated with selling and quoting policies

7. Step #6 • Type ‘QUOT’ into the ‘Type’ field • Add in a description of the activity you are creating • Click on ‘Accept’ If you already have a QUOT activity in your system, you can click on ‘View Activity’ to see what is linked to that activity. To adjust what is there, you will want to highlight the activity and click on ‘Accept’

8. Step #7 • Type in how many days you will want to wait to follow up with quotes • Type in how many days you want until the second follow up • Click on the diamond shape in front of “No further action” • Select who should follow up • on the quote • Click on ‘OK’ You may already have information in your system on quotes, in this case, you don’t have to change what is there. It is OK to have ‘0’as a follow up date.

9. Step #8 • Type ‘SALE’ into the ‘Type’ field • Type a brief description into the ‘Desc’ field • Click on ‘Accept’ If you already have ‘SALE’ in your system, you can click on ‘View Activity’ to view which activities are attached. To adjust what is there, you will want to highlight the activity and click on ‘Accept’

10. Step #9 • Select the number of days you will want to follow up with this item • Select the number of days you will want to follow up the second time with this item • Click on the diamond in front of “Automatically close the item” • Select who should follow-up on activity • Select ‘OK’ when complete • Close out of ‘Utilities’ Because you are making the sale at this point you will probably not need to follow up with this client

11. Step #10 • Click on your Start > Programs > Applied Systems > TAM Reports Reindex • You will be prompted with “Ok to build Indexes” • Select ‘Yes’ Here you are adding in your new user defined fields into your reports criteria

12. Step # 11 Entering in Client Screens • Go back to your TAM homepage • Click on ‘Clients & Files’ Here we will show you how to enter in the information at the point of first contact. Without doing this, the reports will not show any meaningful data

13. Step #12 • Go to “Prospects” in your scroll down menu • Click on ‘Add’ • Enter in your new client information • Select ‘OK’ when complete • Their customer code will appear, select ‘OK’ Here you are adding the client as a prospect

14. Step #13 • Double click on the ‘Marketing Plan’ • Select the way the client heard about your agency • Select ‘OK’ when complete Here is where you would ask the client, “What prompted you to call us today?”

15. Step #14 • Click on the following items: • “Options > Workflow > Add an Activity Here is where you are adding an activity to the client file

16. Step #15 • Click on the activity that describes what you are doing, ie ‘QUOT’ or ‘SALE’ • Select ‘OK’ when complete Here you are describing your interaction with your client

17. Step #16 • Double click on the field next to ‘Category’ and select ‘QUOT’ • Type in a description of the activity in the ‘Description’ field • Add in all additionally needed information, ie. Who they were quoted with, and special requests • Select ‘OK’ when complete • You will be prompted with a question, “Ok to add activity” • Select ‘Yes’ It is good to be as descriptive as possible for good records and customer relations

18. Step #17 • Click on the following items: • “Options > Workflow > Add an Activity If the policy was sold, we are going to repeat the same steps to add an activity

19. Step #18 • Click on the activity that describes what you are doing, ie ‘QUOT’ or ‘SALE’ • Select ‘OK’ when complete Here you are describing your interaction with your client

20. Step #19 • Double click on the field next to ‘Category’ and select ‘SALE’ • Type in a description of the activity in the ‘Description’ field • Add in all additionally needed information • Select ‘OK’ when complete • You will be prompted with a question, “Ok to add activity” • Select ‘Yes’ It is good to be as descriptive as possible for good records and customer relations

21. Step #20 - Running the Report • Go to your TAM homepage • Select ‘Reports’ After entering in your Source to Sale information for at least 60 days, run this report to validate your different marketing efforts

22. Step #21 • Go to the ‘Report Selection’ • Select the ‘Search’ tab • Highlight ‘Search - Miscellaneous’ • Highlight ‘Activity File’ Here we are running a search report for activities recorded in the system

23. Step #22 • Select the ‘Criteria’ tab • Double click on any criteria you would like to filter This is the section of the report where you define the customer you are looking for. You will want to be careful when narrowing your search as each line item is an ‘AND’ statement. When you select specific criteria, it is looking for customers who fit ALL of the criteria selected. If too many of the line items are specified, the results may be skewed in the report. In this next section we will identify some of the key filters to begin with.

24. Step #23 • Double click on ‘Client Type’ • Make sure that ‘All Clients’ is highlighted • Select ‘OK’ when complete It is important to include both prospects and customers to see who was and wasn’t written

25. Step #24 • Double click on ‘Date Entered’ • Select the dates you are interested in looking at • Select ‘OK’ when complete Here you can select a specific period of time you want to look at for sales. Remember not to make the date before you began tracking your source to sale

26. Step #25 • Double click on ‘Activity Codes’ • Double click on ‘QUOT’ and ‘SALE’ • Check that ‘Include Selections’ is selected • Select ‘OK’ when complete Here you are only interested in clients that were quoted and sold policies

27. Step #26 • Double click on ‘Open/Closed’ • Make sure that ‘All Items’ is highlighted Depending on how your agency codes your SALE, it may be a closed activity, we want to include open and closed items

28. Step #27 • Click ‘Save Criteria’ • Type the name of your title into the title field (ie. Source to Sale) Purpose: By saving your report, you can run the same report on a regular basis (ie. Monthly, Quarterly). Hint: Save with a standardized name for your records

29. Step #28 • Click on the ‘Fields/Sort’ tab • Select ‘Activity File’ under ‘Date File Choices’ • Double click on any fields you would like to carry over as a column in your report • We have chosen: • Policy Type • Activity Code • Marketing Plan • Description • Producer • Who to Follow up • Click on the ‘Save’ button • to save the fields you have • selected

30. Step #29 • Go back to the ‘Report Selection’ tab • Select the radial button next to ‘Excel - Raw Data’ • Select ‘Run’ • Select ‘Send Output to a New File Name’ • Select a name for your report identifying report type and date (ie. Source to Sale 1.31.07) • Click on “OK” when complete • You will be prompted with • A series of questions • Including: • 1. Ok to run report/search - • select ‘Yes’ • 2. Ok to create new file - • select ‘Yes’ • 3. Copy Complete, Load • Excel Now - select ‘Yes’ • The report will generate to which • ever option you choose

31. Step #30 The output of the report will reflect all of the fields chosen, but may not appear in the same order

32. Step #31 • Click on ‘Load Criteria’ • Highlight the report you want to run • Select ‘OK’ • The report will open, the only thing you should have to change are the dates you are looking for Purpose: After you have saved your criteria, you will want to reuse the same criteria every time you run the report for accuracy. In this step you are loading this criteria from the last time you ran your report.