SBI Life – Lead Management

System (CRM Next)

For Sales Team Training
Course Objectives
The Key Challenges of LMS Pivotal

Limited Excessive
Limitation for processing time
concurrency
feeding data in due to slow
and scalability system
CRM
of CRM performance

Unavailability of
Lack of High bandwidth mobile platform
integration is required to for LMS and the
between CMS, use the current user has to rely
LMS and CRM application on the desktop
version alone
Course Objectives
The Key Challenges of LMS Pivotal (Cont.)

No validation of
No track on fields in the lead Difficulty in
Duplicate form leading to providing
Leads resulting low quality lead access and
in unnecessary creation with license to the
lead creation incorrect data user

Low conversion Less/no options

rate and Lack of to maintain a
problems in customer 360º customer profile
tracking leads view for future
reference
Course Objectives
The Key Features provided in CRM Next

Feature to identify Integrated lead assignment Improved sales

customers with multiple rule - Auto assignment of CI management through
policies (duplicate lead to RM/RSM of the single-view of lead and
customers) respective Region lifecycle management

Bulk Reassignment of leads

Control over access given
360 view for lead with 360 Option available at the
to the LMS users based on
view of customer regional level basis User &
the defined CRMNext Roles
Location

Service Request & New

Data check Validation of
Policy Query Bifurcation at Sync with SAATHI
Fields in the lead form
the source
Course Objectives
Role Configuration in CRM Next

SBIL Role CRM Role

Regional Director Regional Director

Cross-sell In-charge/Support Cross Sell Team

Business Development Manager BDM Group

Unit Manager UM Group

Branch Sales Manager Retail Agency Channel

Divisional Sales Manager Retail Agency Channel

Area Sales Manager Retail Agency Channel

Regional Sales Manager Retail Agency Channel

Course Objectives
Role Configuration in CRM Next (Cont.)

SBIL Role CRM Role

Area Manager Banca Channel

Senior Area Manager Banca Channel

Zonal Area Manager Banca Channel

Regional Manager Banca Channel

Sales Support Associate Sales Support

Branch Executive (Operations) Lead Creator

Course Objectives
Lead Source Types

SMS ( “Celebrate” at 56161)

Phone (toll free number 18002290909) Customer

Initiated
leads
Email (info@sbilife.co.in)

Website (Request a Call Back, Talk to our Advisor, Child Education Planner,
Retirement Planner)

Bulk upload (Lapse Terminated, Maturity, Birthday Leads, Campaigns) Leads uploaded by
HO
Branch walk-in Leads Created by
Ops
Self-generated (using Saathi)
Leads Created
by sales force
Referrals (using Saathi)
Course Objectives
The De-Dupe Logic

Lead-to-
Lead-to-Lead De-
Customer De-
Dupe
Dupe

Same mobile number or Same mobile number

same email ID

(and) (or)

Lead is created within 3

Same email ID
days
Course Objectives
Customer Initiated Leads Creation & Assignment

All Email queries are 1st created

Leads from SMS & Web forms as SRs. When found as a Lead,
are auto created in the system Leads from Phone are
SRs is closed & lead gets auto
with the customer details & manually created by CCEs
created with the already existing
assigned to CCEs details & is assigned to the CCE

The CCE verifies the details, fill in the remaining details, runs dedupe logic and creates the lead

Based on the STATE provided by the customer the lead is auto assigned to the respective REGION

Based on customer’s disclosure whether he is an SBI customer or not, the lead gets automatically
reassigned to RM/ RSM of that region
Course Objectives
Lead Life Cycle : Lead Status

New Lead Unattended

Call Back

First Meeting In-Progress

Open Statuses
Needs Follow-Up

Converted

Validated Converted
Invalidated
Closed Statuses
Dropped Dropped
Course Objectives

Explore the CRM

Application
Course Objectives
Explore the CRM Application

Log in to the CRM application using your username and password.

2
Course Objectives
Explore the CRM Application

The Summary page is displayed.

Left Navigation
Alerts Card
Pane
Course Objectives
Explore the CRM Application

Provides options to create a new task, an appointment or a

Quick Links
lead.

Holds a list of all the recent leads created and accessed by

Recent Items
the logged-in user.

Summary Redirects the user to the Summary page from any page.

Displays the Leads home page from any page. User can
Leads
create, update and view leads from this page.

Redirects the user to the Reports home page from any page.
Reports
Users can generate and view reports from this page.
Course Objectives
Explore the CRM Application
The Leads Home Page

Click here to create new lead. Select the leads you want to view.
Click here to display the selected leads.

List of leads

Number of leads to
be listed on a page.
List the lead starting
number/alphabet.
Course Objectives
Explore the CRM Application
Views in the Leads Home Page

View Purpose
Displays a list of active leads assigned to the person or, in case of
Assigned to me
manager; to his/her team
Lists the leads assigned to his/her team members (subordinates),
My Team's Leads
including himself/herself
Lists the open leads. Open lead includes following status: New Lead,
Open Leads
Call Back, First meeting, Needs Follow Up, and Converted.
Pending for Sync List of leads that have not yet been synced with Saathi.

Sync Error Leads List of leads that failed to sync with Saathi.
Course Objectives
Explore the CRM Application
Opening a Lead from the Leads Home Page

Click a lead’s name to open it in Click here to open the lead in

Lead 360º page. edit mode.
Course Objectives
Explore the CRM Application
The Lead 360º page has two views: the cards view and the classic view.

Basic info
about lead

Switch to
classic view

Customer
Details Lead Life
Card Cycle
Card

Displays the stage and status that

Displays key details such as basic
the lead has crossed, is currently in,
information and contact details.
and the subsequent stages.
Course Objectives
Explore the CRM Application
In the classic view, the lead details are displayed on two tabs: Details and
History.

Switch to
cards view

Details tab: Displays the key details about the lead.

History tab: Tracks the changes made to the lead so far.

Course Objectives
Explore the CRM Application
The History tab displaying all the updates made to the lead so far,
including the assignees and the modification dates.
Course Objectives

Customer 360 degree view

from Lead Form of an
existing Customer
Course Objectives
Tracking Existing Customer Details

In CRMNext, we can track if the leads are of an existing customer

When Customer Initiated leads are created, if the Mobile No. in the lead details form is
the registered Mobile No. of the existing customer, the lead gets automatically tagged to
the existing customer

In lead form, the Customer ID gets of the existing customer gets captured

For all Bulk upload leads : LTR, Maturity & Birthday ; the existing customer details will be
available at one click

Also, in the Customer degree degree view, all the leads details associated with that
customer will be visible

The customer details will only be available to LMS user for viewing and nothing can be
edited
Course Objectives
Tracking Existing Customer Details

In the classic view, data in the “Related Customer” field is customer’s

name - linked to view the existing customer details

Hyperlink to
Customer
360 degree
view page
Course Objectives
Tracking Existing Customer Details

Clicking on the hyperlink, the Customer 360 degree Card View Page opens.

All the Customer

Details

All the Policy

Details of the
customer

Service Requests
Details from the
Customer, if any
Course Objectives
Tracking Existing Customer Details

LMS user can only view the details through this page

All the Lead

Details of the
customer
Course Objectives
Tracking Existing Customer Details
In the classic view, the Customer details are displayed on 4 tabs:
Summary, Policies, Leads & Service Requests
Course Objectives

PROCESS : Lead Generated

via SMS, Email and Web
Course Objectives
New Lead Creation from SMS:

1. A customer sends an SMS, with the text, “CELEBRATE” to the SBI’s

helpline number.
2. A blank lead is created with name CELEBRATE and tagged to its
mobile number.
3. The lead is assigned to the CCE.
Course Objectives
New Lead Creation from SMS:

1. The CCE opens the required lead, calls the customer, gathers his/her
details.

2. The CCE then opens the lead in edit mode, adds the necessary details
and saves it to update the details collected.
Note: The CCE will not be able to save the lead unless the name is
changed from CELEBRATE to his/her correct name.
Course Objectives
New Lead Creation from SMS:

Result: The lead is assigned to RM/RSM based on the region and channel.
Course Objectives
New Lead Creation from Email:

1. Any email received in info@sbilife.co.in & found as a Lead

2. SR is closed & email lead is automatically created and assigned to the
CCE.
3. The CCE contacts the lead, makes any necessary changes and saves it.
4. The lead is assigned to RM/RSM based on the region and channel
Course Objectives
New Lead Creation from Website:

1. A prospective customer uses any of the following options to purchase a

new product from the SBI Life website, www.sbilife.co.in.
 Give a Missed Call
 Child Education Planner
 Retirement Planner
 Request a Call Back
2. Once all the details are provided on the website, a lead is auto created in
CRMNext & is assigned to the CCE
3. CCE then opens the lead in edit mode, adds the necessary details and
saves it.
4. The lead is assigned to RM/RSM based on the region and channel
Course Objectives
New Lead Creation from Website:

Each web source has

different web source
names in the CRM
application.
 Give A Missed Call:
Missed Call
 Child Education
Planner: Web - CEP
 Retirement Planner:
Web – RP
 Request a Call Back -
Email
Course Objectives

New Lead
Creation at Branch
Course Objectives
New Lead Creation at Branch

1
Course Objectives
New Lead Creation at Branch

4
Course Objectives
New Lead Creation at Branch
Upon saving the newly created lead, CRM first runs the lead-to-lead de-
dupe rule to check if a duplicate lead exists in the system.
The de-dupe rule compares the lead created within last three days for:
 Same mobile number
 Same email ID
If the criteria matches, the de-dupe screen is displayed.
Course Objectives
New Lead Creation at Branch

 Edit Current Lead: Update the incorrect details in the existing lead.
 Ignore & Create Lead: Create a duplicate lead. By clicking this option,
the user can create a duplicate lead.
However, the Is Duplicate field is marked as ‘Yes’ and the lead is
saved in Dropped status.
 Cancel: Return to the Leads Home page.
Course Objectives
New Lead Creation at Branch
After the lead-to-lead de-dupe check, CRM executes the lead-to-customer
de-dupe rule.
In this rules, CRM checks if the mobile number or email ID of the new lead
matches with an existing customer.
If the criteria matches, the de-dupe screen is displayed.
Course Objectives
New Lead Creation at Branch

 Edit Current Lead: Update the incorrect details in the existing lead.
 Ignore & Create Lead: Create a new lead which will not be tagged to
any customer
 Update/Create: Select a customer and click Update/Create to update
the existing customer details in the lead form. This lead will then be
tagged to the customer.
 Cancel: Return to the Leads Home page.
Course Objectives
New Lead Creation at Branch
Once the new lead is created, it is displayed in the Lead 360º page.

Same Options
Course Objectives

Lead Search
Course Objectives
Search for a Lead

Role Lead Search Access

Regional Director View subordinate user's leads

Cross Sell Team View leads of respective Region

UM Group View own assigned leads

Retail Agency Channel View subordinate user's leads

BDM Group View own assigned leads

Banca Channel View subordinate user's leads

Course Objectives
Search for a Lead
Course Objectives
Search for a Lead
Course Objectives
Search for a Lead
Course Objectives
Search for a Lead
The Lead Detail page is displayed.
Update the Lead Status
Course Objectives
Update the Lead Status

1
Course Objectives
Update the Lead Status

2
3

4
Course Objectives
Update the Lead Status
Course Objectives
Update the Lead Status

Drop a Lead

3
Lead Re-assignment Process
Course Objectives
Reassign Leads

Manager will then Perform the following steps to reassign single or multiple
(bulk reassignment) lead(s).

1
Course Objectives
Reassign Leads : Leads Home Page

5
Course Objectives
Reassign Leads: Bulk Reassignment Option
Course Objectives
Reassign Leads: Bulk Reassignment Option
Course Objectives
Reassign Leads

6
Course Objectives
Reassign Leads

8
Course Objectives
Reassign Leads

10
Generate Reports
Course Objectives
Generate Reports

Click the required Set the required

report. report as favourite.
Course Objectives
Generate Reports

3a

Set filters if
necessary.

3b

Email the report

3
to another user.
4 Export the report
as CSV.
Export the report
as PDF.
Course Objectives
Summary
In this PPT, you have learnt:
 Key Challenges of LMS Pivotal & Key Features of CRMNext
 Lead Source Types & Lead Status
 Dedupe Logic
 CI Lead Assignment
 The basic features in the CRM application
 Tracking existing customer details
 Lead Generated via SMS, Email and Web
 New Lead Creation at Branch
 To search for a lead.
 To update the lead status
 To reassign a lead in CRM
 To generate reports
Course Objectives

Thank you