Page 6 - Sales and Operations Handbook for Managers.pdf

Procedure

Sales agent will confirm with the customer whether this is

a new customer or if they have inquired about a quote

online.

For customers on the phone, Agent's Spectrum Stratus
phones will have a pop-up when someone calls the office.

The pop-up will open Freshworks and direct the agent to

the contact's profile, if the mobile phone number is a
match. If not, the agent will search Freshworks to see if the

contact is there by name and enter the customer as
necessary.

For in-store customers requesting comprehensive and
collision insurance, the agent should walk with the

customer to inspect and photograph the vehicle(s), while

building rapport with the customer, prior to quoting.
For new customers, the Sales agent will add the customer

as a “qualified lead” into Freshworks. Enter customer

name, phone number, email address, home address, and
lead information. Note that only one profile can exist per

mobile phone number and email address. It is a unique
field to prevent duplicate profiles.

NOTE: It is important to select the correct lead source
and contact method most applicable to the customer.

This is important for Marketing purposes.