7/3/2021

UNISTART LEAD ENTRY GUIDE

20210303 V1.0 KJ AFINALI

CONTENT

 Introduction
 Salesforce Log In
 Lead Creation / Lead Entry
 Campaign Tagging
 Lead Status Updating
 Task/Activities Logging
 Setting Appointments

1
 7/3/2021

INTRODUCTION

LEAD ENGAGEMENT PROCESS

Check on mobile Validate info and update Provide basic info Drive appointment to
phone validity and in Salesforce accordingly about the program MC or RC
lead duplication (refer to next slide on the
information to validate)

VISIT

BASIC SET
LEAD VALIDATION
COUNSELLING APPOINTMENT

E-COUNSELLING
FOCUS:
To set Appointment for potential Prospects

Private & Confidential 4

2
 7/3/2021

VALIDATION OF INFORMATION

Info to be validated during Validation call:

• Entry qualification
• Results (CGPA/No. of A,B and C)
• School/Institution
• Completion Year
• Intake Year & Intake Month
• Programme preference
• Campus preference

• Note: If prospect is using parent’s contact, request for the prospect’s

personal contact (if available).

Private & Confidential 5

WHAT IS SALESFORCE? (UNISTART)

Highly customized CRM system in place to support our business needs, essentially the PNC activities (Planting,
Nurturing and Closing). It is the fundamental basis that holds our organization in place and allows us to drive for
enrollment.

Salesforce Homepage

Private & Confidential 6

3
 7/3/2021

TYPE OF LEADS

TYPE OF LEADS

New Lead Campaign Leads Invalid Leads International Leads Alumni Leads

• Not existing in • Leads already • No contact • Non-Malaysian • UNITAR Alumni

system. existing in system. number expressing
• Next Action: interest to
Information to be continue study
updated & • Record existing in
campaign to be system is
tagged Opportunity
• Next Action: New
Lead to be
created in system

Private & Confidential 7

UNITAR CAMPUSES/CENTRES

UNITAR CAMPUSES / CENTRES

KELANA JAYA ALOR SETAR

(Main Campus) (Kedah)

UNITAR UNITAR JOHOR BAHRU

KOTA KINABALU (Main Campus)
CAMPUS (Sabah Campus) CENTRES
KOTA BHARU
(Kelantan)
KUANTAN
(Pahang)
SEREMBAN
IPOH (Negeri Sembilan)
(Perak)
KUALA LUMPUR
KUCHING
(Sarawak)
MELAKA
Private & Confidential 8

4
 7/3/2021

LEAD FORM

LEAD FORM/ENQUIRY FORM

 A lead is a prospect or potential student
 A Lead form is filled in when students show interest to
study in UNITAR. These Lead Forms can come from:
 Exhibitions/Events
 Walk-In (Direct/Invited)
 A Lead form contains:
 Personal details
 Preferred courses
 Preferred campus/center
 Preferred Intake

Private & Confidential 9

LEAD ENTRY PROCESS

LEAD ENTRY

LEADS COMPILATION MENTOR/PIC: VALIDATION

• PIC Counsellor to validate, • Lead to be validated and counted

count & fill in declaration by PIC/Mentor before Lead Entry
form • Check campaign is in UNISTART
• Campaign created by LEAD ENTRY BY SMST
PIC/SPD
• Leads to be entered into system
• Campaign to be tagged
• Audit to be done after lead entry
complete
COMPLETE MENTOR/PIC: AUDIT

• Final audit done

• PIC Counsellor to
• Leads to be returned to
validate PIC Counsellor after
complete

Private & Confidential 10

10

5
 7/3/2021

SALESFORCE LOGIN

11

SALESFORCE LOG IN

HOW TO LOG IN?

1. Link to Salesforce:
https://unitar.force.com/sales/login
2. SMST Account Log In
 Username: TBC
 Password: TBC

Private & Confidential 12

12

6
 7/3/2021

SALESFORCE HOMEPAGE

Private & Confidential 13

13

LEAD CREATION / LEAD ENTRY

14

7
 7/3/2021

LEAD CREATION (NEW LEAD)

STEP 1: Duplication Check

 Search for:
 IC Number
 Contact Number
 Email
 Name
 If there is existing Lead, update the information
accordingly. DO NOT create new Lead.
 If there is more than 1 existing Lead under the
same student:
 Request SPD to merge
 Use the oldest Lead (see Lead Age/Created
Date)
Private & Confidential 15

15

LEAD CREATION (NEW LEAD)

STEP 2: Create Leads

 Go to Home
Step 1
 Select Create New… dropdown list
Step 2  Select Lead

Step 3

Private & Confidential 16

16

8
 7/3/2021

LEAD CREATION (NEW LEAD)

STEP 2: Create Leads

 Select Record Type:
 Malaysian Student
 International Student
 Click Continue

Private & Confidential 17

17

LEAD CREATION (NEW LEAD)

Lookup tool
STEP 3: Section 1
 Fill in the following fields:
 “Previous Student” –
alumni or new
 “Recruited By Staff”
 Click on Lookup Tool
 Search for Counsellor
Name
 “Heat Level”
(Hot/Warm/Cold Indicated
2 Types of Profiles to search Counsellor in Lead form)
Name:
• User
• Partner

Private & Confidential 18

18

9
 7/3/2021

LEAD CREATION (NEW LEAD)

STEP 4: Fill in Section 2

 Fill in ALL highlighted.
 Format note: Name (FULL CAPS), IC/Phone Number (No symbols)

Private & Confidential 19

19

LEAD CREATION (NEW LEAD)

STEP 5: Fill in Section 3 & 4A

 Fill in ALL highlighted

Lookup tool
Search for School
Name

Private & Confidential 20

20

10
 7/3/2021

LEAD CREATION (NEW LEAD)

STEP 6: Fill in Section 4B

 Fill in ALL highlighted

Programme & Campus Choice 2

Programme & Campus Choice 1

Private & Confidential 21

21

LEAD CREATION (NEW LEAD)

STEP 7: Fill in Section 5
 Fill in ALL highlighted

Applicable if Existing
Lead

Select Campaign:
• Click Lookup Tool
• Search for name of
campaign on popup
window

**Lead Source: (Example: School) Applicable if Alumni

Online Source: (Applicable if E-Events)
**School Source: (Select type of event, if Lead source =
School)

Private & Confidential 22

22

11
 7/3/2021

LEAD CREATION (NEW LEAD)

STEP 8: Complete
 Click Save

Private & Confidential 23

23

CAMPAIGN TAGGING

24

12
 7/3/2021

CAMPAIGN TAGGING

TYPE OF CAMPAIGN TAGGING

New Lead Existing Lead

 The following fields must be updated accordingly:
 Lead Source: (example: School)
 School Source: (example: School Event)
 Campaign (primary campaign)
• DO NOT change the “Lead Source” field.
• The following fields must be updated accordingly:
• Secondary Lead Source: (example: School)
• School Source: (example: School Event)
• Tag campaign in Campaign History under each Lead.

***Please take note that prospects can attend multiple

campaigns, hence, a Lead can have more than 1 campaign
tagged in the Campaign History.

Private & Confidential 25

25

CAMPAIGN TAGGING (EXISTING LEAD)

STEP 1: Click onto a Lead

 Click Save

STEP 2: Tag Campaign

 Scroll down to Campaign History
 Click “Add to Campaign”

Private & Confidential 26

26

13
 7/3/2021

CAMPAIGN TAGGING (EXISTING LEAD)

STEP 2.2: Tag Campaign

 Select Dropdown List
 Click on “All Campaigns”
 Search for Campaign Name & Select
Campaign

Once saved, Campaign will appear in the

Lead’s Campaign History.

Private & Confidential 27

27

LEAD STATUS UPDATING

28

14
 7/3/2021

LEAD SCORING DEFINITION (LEAD STATUS)

Lead Statuses can only be updated

downwards, except for the following:
• LOST
If a previous Lost Lead enquires for our
programmes, the Lead Status can be
updated back to: Validating-E-Counselling

• INVALID
If a previous Invalid Lead has been
managed to be contacted, Lead Status can
be updated back to: Validating-E-
Counselling

• DUPLICATE
If a Duplicate Lead has no similar existing
Lead, the Lead Status can be updated back
to the appropriate Lead Status (Validation-
E-Counselling)

29

29

LEAD SCORING DEFINITION (LEAD STATUS)

Lead Statuses can only be updated downwards, except for the following: Lost, Invalid, Duplicate

NEW No activities has been done with the Lead before

VALIDATING 1. No answer/No reply attempts

2. Successfully contacted but did not manage to get prospect’s basic information.

VALIDATED Prospect responded and has been identified (Intake, Campus, Field & Level, Entry
Qualification, State)

CONTACT 1. Follow up via contact with response from prospect, but no counselling has
taken place.
2. Able to identified (Intake, Campus, Field & Level, Programme, Entry
Qualification, State and Heat Level)

APPOINTMENT Visit / E-Counselling appointment (future task) has been set for the prospect.
Note: There is no previous Completed Visit/E-Counselling activity done.

30

30

15
 7/3/2021

LEAD SCORING DEFINITION (LEAD STATUS)

Lead Statuses can only be updated downwards, except for the following: Lost, Invalid, Duplicate

VISIT / Successful Counselling taken place with Counsellor via Visit or Online (E-
E-COUNSELLING Counselling).
Note: If an Appointment is made for Lead that has had any Completed Visit/
E-Counselling previously, DO NOT change Lead Status to Appointment.

DUPLICATE Lead Info is similar to an existing lead (eg; NRIC, Mobile / Phone, Email)

INVALID Prospect's contact details are invalid (couldn't be reached or wrong person)

LOST 1. Prospect's contact details are not valid (couldn't be reached or wrong person)
2. Prospect has decided to pursue their studies with another institution

31

31

If LEAD STATUS = LOST

If a Lead is Lost, the following fields must be
updated accordingly:
• REASON IF LOST
Select the appropriate reason for Lost.

• TYPE OF COMPETITOR
- Select the type of institution/competitor
prospect is Lost to.
- If prospect did not join competitor/lost for
other reasons, select “Not Applicable”.

• NAME OF COMPETITOR
Select the Institution/Competitor. If not
available in Salesforce, inform SPD to add
into system.

**Note: System will not save if “Name of

Competitor” is not tagged, when the “Type
of Competitor” does not equal to “Not
Applicable”.
Private & Confidential 32

32

16
 7/3/2021

If LEAD STATUS = LOST

• REASON IF LOST
Select the appropriate reason for Lost.

Private & Confidential 33

33

If LEAD STATUS = LOST

• TYPE OF COMPETITOR
- Select the type of institution/competitor prospect
is Lost to.
- If prospect did not join competitor/lost for other
reasons, select “Not Applicable”.

Private & Confidential 34

34

17
 7/3/2021

If LEAD STATUS = LOST

Lookup tool
• NAME OF COMPETITOR Search for Institution/Competitor
Using the Lookup tool, Search and Select the
Institution/Competitor. If not available in
Salesforce, inform SPD to add into system.

Private & Confidential 35

35

TASK / ACTIVITIES LOGGING

36

18
 7/3/2021

TASKS / ACTIVIES OVERVIEW

TYPE OF TASKS/ACITIVITES

Completed Task Appointment Task

 Completed tasks can include: • Appointment Tasks are tasks/activities scheduled for
 No Reply the future.
 Completed (Successful) • Type of appointments can include:
 Not Interested • E-Counselling
 Invalid • Visit
 Tasks/Activities can be done via: • Contact – Prospect does not full counselling from
 Call counsellors.
 Whatsapp/SMS
 Email/etc.

Private & Confidential 37

37

TASK/ACTIVITIES FIELDS

Field Action Item

Subject Selection provided as guide. Follow format: Outbound Call - <SMST Name>
Assigned To Search for “SMST Support”
1. Date of completed task.
Due Date
2. Appointment date/date specified to be completed on.

SMST Name Name of SMST team member who completed the task. (Use standardized name)

Public Always tick checkbox

Due Time Preferred time of contact by prospect. (Used for Appointments)

Send Notification Email Select the Check Box to notify Counsellors of assigned Task. (Used for Appointments).

System will notify reminder of task to be completed (specified Date & Time) , through
Reminder
window popup.

Private & Confidential 38

38

19
 7/3/2021

TASK/ACTIVITIES FIELDS

Field Action item

Captures the nature of the activity that you can complete or going to carry out in
future.
Note: Use of “Visit” or “E-Counselling” Task Type is ONLY for setting appointments by
contact support team (SMST/BPO/DET)
Type Definition
Blast

Contact Staff calls out to prospects to validate / provide information

Type
Set Visit Appointment for prospect to event/campus or Visit
Visit
Activity for prospect who walk in for event / campus

Staff goes through proper programme counselling (fulfilling all

E-Counselling Basic Counselling Process) with prospects or Set Appointment
for E-Counselling with prospect

Private & Confidential 39

39

TASK/ACTIVITIES FIELDS

Field Action item

Indicate the type of activity that should be follow up
Note: Use of “Visit” or “E-Counselling” Task Type is ONLY for setting appointments by contact
support team (SMST/BPO/DET)
TYPE SUB TYPE DEFINITION
Outbound call Prospect is contacted by us through call

Sub Type Contact / Inbound call Prospect contacts us through call

E- Email Prospect is contacted via email
Counselling
SMS Prospect is contacted via SMS
Mobile Chat / WhatsApp Prospect is contacted via Mobile Chat
Invited Visit (Appointment) Prospect to visit / visited campus due to a walk-in invitation
Visit Direct Visit Prospect to visited campus without any prior walk-in invitation

Offsite Counselling Any counseling session that will take place / took place out of office

Private & Confidential 40

40

20
 7/3/2021

TASK/ACTIVITIES FIELDS
Field Action Item
* Mandatory to enter justification or next action if status of activity is Successful/Invalid

Details Description
Comment Options Preferred Programme, which intake, due to what reason.
Call to Action Setting appointment or reminder for further action (etc)

Contact Status Definition

Not Started No action taken at all (for use of Appointment)
Successful contact, and they are interested in agenda
Completed
of activity
No Answer No answer but with dial tone or out of coverage
Status Number is invalid / no longer in service / Wrong
Invalid
Number
Prospect is not Interested to study / Hung Up / Lost to
Not Interested
Competitor.

Private & Confidential 41

41

TASK/ACTIVITIES LOGGING

EXAMPLE OF COMPLETED VALIDATION CALL TASK

• The task should reflect the reason of contact/ result of contact / next action of contact.
• Due Date = date of task completed.
• Assigned To = user who completed the task.

Private & Confidential 42

42

21
 7/3/2021

TASK/ACTIVITIES LOGGING

STEP 1: Select a Lead

 Once in the Lead layout, scroll to the Open Activities section.
 Click on “New Task” button.

Private & Confidential 43

43

TASK/ACTIVITIES LOGGING

STEP 2: Select Task Record Type

 Always select Sales Activity.
 Click Continue.

STEP 3: Fill in Task Information

 Once in the Task Edit layout, fill in the
information accordingly.

Private & Confidential 44

44

22
 7/3/2021

TASK/ACTIVITIES LOGGING

STEP 5: Task Information

 Fill in the fields highlighted.
 Subject:
 Format: <Activity> - <Name of SMST>
 Example: Outbound Call - Afinali
 Type: Contact
 Comments:
 Example: “Prospect request to contact tomorrow”

Private & Confidential 45

45

TASK/ACTIVITIES LOGGING

STEP 5: Task Information Lookup tool

Search for SMS Support
 Fill in the fields highlighted.
 Assigned To: Use Lookup Tool to search for
“SMST Support” in popup window.
 Due Date: Date of completed task.
 SMST Name: Standardized nickname of SMST
team member.

STEP 6: Additional Information

 Update Status to appropriate Status: Example (Completed)

Private & Confidential 46

46

23
 7/3/2021

SETTING APPOINTMENT

47

SETTING APPOINTMENT
NOTES
Steps similar to creating normal Task, with the following
exceptions:
 Subject Format: E-Counselling_20210225-Afinali  the father working as xxx, mother is
 Comments: housewife. 4 siblings. He is the eldest.
 SMS’s name  Due Time: Preferred time of contact.
 Additional Info (Example):  Due Date: Preferred date of contact.
 prospect requested to WhatsApp first  Assigned To: Counsellor
before call.  Status: “Not Started”
 prospect is currently working at XXX. Will
complete by XXX.
 prospect is having financial difficulty, need
financial advice.

Private & Confidential 48

48

24
 7/3/2021

SETTING APPOINTMENT
EXAMPLE OF E-COUNSELLING APPOINTMENT
• Prospect wants full counselling with Counsellor.
• Medium of e-counselling can be on: Outbound Call/Whatsapp

Private & Confidential 49

49

SETTING APPOINTMENT
EXAMPLE OF WHATSAPP APPOINTMENT
• Prospect does not want full counselling.

Private & Confidential 50

50

25
 7/3/2021

SETTING APPOINTMENT

EXAMPLE OF VISIT APPOINTMENT

• Prospect wants to visit campus.

Private & Confidential 51

51

Thank You!

U N ITA R . m y
Private & Confidential

52

26