The uploaded document is the “Customer Communication – Comms CRM Policy” for Ultimate Marine, effective April 1, 2024. This document provides a Standard Operating Procedure (SOP) for managing customer interactions through the iQComms CRM system. It emphasizes effective use of the CRM to ensure all customer communications are trackable and well-documented.
Key Points:
- Lead Management:
- Initial contact must occur within socially accepted hours (8 AM – 8 PM) via call, or text/email outside these hours.
- Leads assigned after hours should be prioritized the following business day.
- Initial contact should be made within 15 minutes of lead assignment, or the lead is reassigned.
- Agents must maintain accurate and up-to-date deal progress within the workflow.
- Daily Contact Expectations:
- A minimum of 15 outbound contact points must be achieved daily.
- Leads without activity or notes for 30+ days may be reassigned at management discretion.
- Pipeline Management:
- Contact cards must include essential details such as the customer’s name, boat information, estimated deal value, and proper tags.
- Contact Timeline:
- Day 1–5: Attempt immediate contact via call, text, and email. Tag the lead as “Contacted.”
- Follow-up (Day 7): Retry using call, text, and email if the lead is unresponsive. Continue reintroducing yourself and expressing availability.
The policy underscores the importance of proactive communication and adherence to CRM guidelines, with consequences for non-compliance, such as suspension of lead assignments.