{"id":146,"date":"2024-12-13T18:18:25","date_gmt":"2024-12-13T18:18:25","guid":{"rendered":"https:\/\/training.ultimatemarine.com\/?post_type=ht_kb&p=146"},"modified":"2024-12-13T18:18:25","modified_gmt":"2024-12-13T18:18:25","slug":"iqcomms","status":"publish","type":"ht_kb","link":"https:\/\/training.ultimatemarine.com\/index.php\/knowledge-base\/iqcomms\/","title":{"rendered":"iQComms"},"content":{"rendered":"

The uploaded document is the “Customer Communication – Comms CRM Policy”<\/strong> for Ultimate Marine<\/strong>, 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.<\/p>\n

Key Points:<\/h3>\n
    \n
  1. Lead Management<\/strong>:\n
      \n
    • Initial contact must occur within socially accepted hours (8 AM – 8 PM) via call, or text\/email outside these hours.<\/li>\n
    • Leads assigned after hours should be prioritized the following business day.<\/li>\n
    • Initial contact should be made within 15 minutes of lead assignment, or the lead is reassigned.<\/li>\n
    • Agents must maintain accurate and up-to-date deal progress within the workflow.<\/li>\n<\/ul>\n<\/li>\n
    • Daily Contact Expectations<\/strong>:\n
        \n
      • A minimum of 15 outbound contact points must be achieved daily.<\/li>\n
      • Leads without activity or notes for 30+ days may be reassigned at management discretion.<\/li>\n<\/ul>\n<\/li>\n
      • Pipeline Management<\/strong>:\n
          \n
        • Contact cards must include essential details such as the customer\u2019s name, boat information, estimated deal value, and proper tags.<\/li>\n<\/ul>\n<\/li>\n
        • Contact Timeline<\/strong>:\n
            \n
          • Day 1\u20135<\/strong>: Attempt immediate contact via call, text, and email. Tag the lead as “Contacted.”<\/li>\n
          • Follow-up (Day 7)<\/strong>: Retry using call, text, and email if the lead is unresponsive. Continue reintroducing yourself and expressing availability.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n

            The policy underscores the importance of proactive communication and adherence to CRM guidelines, with consequences for non-compliance, such as suspension of lead assignments.<\/p>\n","protected":false},"excerpt":{"rendered":"

            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: […]<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[99],"ht-kb-tag":[],"class_list":["post-146","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-standard-operating-procedures-sops"],"_links":{"self":[{"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/ht-kb\/146","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/comments?post=146"}],"version-history":[{"count":1,"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/ht-kb\/146\/revisions"}],"predecessor-version":[{"id":148,"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/ht-kb\/146\/revisions\/148"}],"wp:attachment":[{"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/media?parent=146"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=146"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/training.ultimatemarine.com\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}