Proposal for CRM Development for Multi-Channel Operations

Overview: We are a diverse organization with multiple business lines, including insurance
campaigns (ACA, Auto Insurance, and Medicare), truck dispatching, and real estate services.
We require a custom-built Customer Relationship Management (CRM) system that can integrate
and manage all these operations under one roof. This CRM will be utilized by agents to track
their performance, sales, and customer interactions, while managers need access to oversee
operations, analyze performance metrics, and streamline workflows across various campaigns
and sectors.

Project Objectives:

1.​ Comprehensive CRM System: Develop a system that consolidates and manages data
across multiple business domains.
2.​ Performance Tracking: Allow agents to monitor their own performance (sales, calls,
conversions) and access related data.
3.​ Managerial Oversight: Enable managers to track the performance of all agents,
generate reports, and oversee various campaigns.
4.​ Streamlined Workflow: Ensure smooth transitions and data flow between departments
(sales, dispatch, real estate, etc.).
5.​ Data Security & Access Control: Implement role-based access control for different
users (agents, managers, and admin).
6.​ Scalable Database: Build a scalable database that can grow with the company’s needs
and be adaptable to future requirements.

Detailed Requirements for CRM System

1. Core CRM Features:

●​ Unified Customer Database: A single platform where customer data is stored and can
be accessed across all departments. For example:​

○​ Insurance Campaigns: ACA, Auto Insurance, and Medicare customers.

○​ Truck Dispatching: Truck owners, drivers, and logistics clients.
○​ Real Estate: Buyers, sellers, property listings, and associated communication.
●​ Customer Interaction Logs: Recording all interactions with clients (calls, emails,
appointments, etc.) for future reference.​

●​ Lead & Opportunity Management: A centralized system for capturing, tracking, and
managing leads and opportunities, regardless of the campaign or department.​
 ●​ Task Management: Enable agents to set and manage tasks, deadlines, follow-ups, and
appointments.​

2. Agent Performance & Sales Tracking:

●​ Dashboard for Agents: A personalized agent dashboard that displays performance

metrics like:​

○​ Number of leads generated.

○​ Sales made (policies sold, real estate deals closed, etc.).
○​ Calls made, emails sent, and meetings scheduled.

●​ Real-Time Updates: Agents should be able to view their up-to-date progress, including
pending tasks and new leads.​

●​ Goals & Targets: The CRM should allow agents to set sales goals, track progress
towards them, and display achievements in real time.​

●​ Client & Opportunity Status: Track the stage of each customer (e.g., "Lead," "In
Progress," "Closed Won," "Closed Lost").​

3. Managerial Oversight & Reporting:

●​ Manager Dashboard: A dashboard where managers can:​

○​ View team-wide performance data.

○​ Analyze campaign performance (e.g., ACA vs. Auto Insurance vs. Medicare).
○​ Identify top-performing agents and those in need of support.
●​ Reporting & Analytics: Managers should have access to customizable reports for each
campaign:​

○​ Sales metrics (sales by agent, by type of insurance, by month, etc.).

○​ Customer conversion rates.
○​ Financial performance (revenue, commissions, etc.).
○​ Lead-to-sale ratios.
○​ Real estate property performance.
 ●​ Agent Monitoring: Managers should be able to view individual agent activity, including
logged calls, emails, and meetings, and provide feedback.​

4. Cross-Department Integration:

●​ Dispatching Module: For truck dispatch operations, the CRM should integrate
dispatching schedules, driver details, vehicle tracking, and client preferences, all in one
system.​

●​ Real Estate Integration: The system should include a property listing feature with
contact management tools for buyers and sellers, plus an integrated communication log
to track all interactions.​

●​ Multi-Channel Communication: The CRM should consolidate data from different

communication channels like phone calls, emails, text messages, and web chats.​

5. Data Security & User Access Control:

●​ Role-Based Access: Each user (agent, manager, admin) should have different access
levels:​

○​ Agents: Access to their own performance data and customer details they are
handling.
○​ Managers: Access to agent performance data, team reports, and customer
details across all agents.
○​ Admin: Full access to all system data, user management, and settings.
●​ Data Security: Implement secure encryption methods for sensitive data (especially for
insurance clients’ personal information and real estate transactions).​

6. User-Friendly Interface:

●​ The CRM system should be intuitive and easy for all levels of users to navigate. Special
attention should be given to:
○​ Agent Interface: A simple, easy-to-understand dashboard that gives agents all
the necessary tools they need without overwhelming them.
○​ Manager Interface: A more detailed, data-rich interface with quick access to
performance metrics and reports.
 ●​ Mobile Access: The CRM should be mobile-responsive or offer a dedicated mobile app
for agents and managers to track data and communicate on-the-go.

7. Integration with Third-Party Tools:

Calendar Integration: For task scheduling and appointment reminders.

Real Estate Module Features in CRM:

1.​ Agent Management:

○​ A dedicated section to store agent profiles with details such as name, team size,
experience, and areas served.
○​ Fields to specify the number of zip codes and radius preferences.
2.​ Lead Management:
○​ Comprehensive lead profiles capturing the ISA-verified information (budget,
location, credit score, etc.).
○​ Indicate the lead’s exclusivity status (assigned or unassigned).
○​ Schedule and log lead delivery (appointments or live transfers).
3.​ Referral Program Management:
○​ Track payments for the one-time fee, refund eligibility, and refund processing
status.
○​ Integration with escrow, title companies, or brokerage systems for referral fee
payments.
4.​ Lead Generation Tracking:
○​ Include tags for lead sources (SEO, PPC, social media) for analytics.
○​ Create reports showing lead performance across different platforms.
5.​ Performance Metrics Dashboard:
○​ Display the number of leads delivered, areas covered, and conversion rates.
6.​ Communication Logs:
○​ Store all communication with agents, including onboarding calls, support
interactions, and lead feedback.
○​ Enable agents to add notes or update lead statuses after each interaction.

Campaign-Specific Features for ACA, and Auto Insurance

The CRM system should include dedicated modules for each campaign type to support agents
in effectively managing leads, qualifying prospects, and transferring clients seamlessly.

1. ACA (Affordable Care Act) Campaign

 ●​ Lead Management:
○​ Separate lead tracking for ACA prospects with customizable fields such as:
■​ Name
■​ phone number
■​ date of birth
■​ zip code.
■​ Income eligibility for ACA (below $30k annually).
■​ Age
■​ User Type
■​
■​ Yes/No other insurance coverage (Medicare, Medicaid, Veterans’
coverage, etc.).

2. Medicare Campaign

●​ Lead Management:
○​ Capture client-specific data, such as:
■​ Customer phone number
■​ Medicare status (Part A and B eligibility).
■​ Age
■​ State
■​ City
■​ Disability Yes/No
■​ Vatren Yes/No
■​ Decision Maker Yes/No
■​ Note

3. Auto Insurance Campaign

●​ Lead Management:
○​ Track client details relevant to auto insurance, such as:
■​ Customer phone number
■​ First Name
■​ Last name
■​ State
■​ City
■​ ZIP
■​ Vehicle details (year, make, model).
■​ Current insurance provider
 ■​ Number of cars available in house
■​ DUIS & SR22 Yes/No
○​ Auto-populate relevant fields for seamless customer data input.

●​ Reporting & Analytics:

○​ Campaign-specific reports to help managers:
■​ Monitor lead qualification rates.
■​ Identify conversion bottlenecks.
■​ Track agent performance by campaign type (ACA, Medicare, Auto
Insurance).
●​ Cross-Campaign Workflow:
○​ Enable agents to switch between campaign modules effortlessly.
○​ Centralized client database to avoid duplicate entries across campaigns.
●​ Regulatory Compliance:
○​ Ensure all client interactions meet regulatory requirements for ACA, Medicare,
and Auto Insurance campaigns.
○​ Secure storage of client data with encryption and access control.