ACTON CLIENT RELATIONSHIP MANAGEMENT SYSTEM.

CLIENT RELATIONSHIP

MANAGEMENT SYSTEM

http://actoncrm.aussiehome.com

ACTON’s own ‘Client Relationship Management’ (CRM) system has been developed for you to use.

This is a totally rewritten and upgraded version (for 2009 & beyond), with loads of extra features.

It’s been deliberately kept very simple, yet it ties together a contact management system, your comms/ads and clients from the Corporate Sales Database and your listings on the web site.

The new CRM can link together your appointments and clients in Outlook, as well as important dates on your listings from the Sales Database. It is a web-based system (meaning you can use it from anywhere), totally secure (you have your own login) and sits on a brand new dedicated ACTON web server.

Even the login page is new - where you can see Corporate announcements, weather forecasts and ABC news headlines.

This system is developed by aussiehome.com - so if you are experiencing any problems, or have suggestions for improvements, please ring 9389 5833.

INTRO

ACTON CRM

- Synchronising with Outlook/Calendar - “Visa Statements”, Commissions & Charts - ACTON “Computer List”

- Advertising Over/under spent - Settlement Agents Use

- Office/Corporate/Internal Messaging - Task Management

GETTING STARTED

1. Open your Internet browser

2. Go to http://actoncrm.aussiehome.com (it should go there automatically) 3. Page shows date/time, messages, weather, ABC news headlines, hot links etc 4. Login area to enter your (up to 8 character) user name and password

There are also some other useful ACTON links on the CRM login page

ACTON QUICk LINkS:

• ACTON Website (www.acton.com.au)

• ACTON Admin area – to print brochures, other office listings

and rentals and all annexure’s for Contract of Sale (www.acton.com.au/admin)

• Aussiehome.com ‘Client Zone’ area – update web or book

The Main Menu is split into 5 main areas:

CLIENTS - add/list your clients; grade your clients; match clients; search clients by address; send enewsletter; send SMS; send Letters

PROPERTIES - select/view ACTON properties and send to clients; make up your list of properties; view/edit the ‘Computer List’ of available properties in your area, and send your version to your own clients; add in your own ‘Computer List’ header that sends out to clients.

PERFORMANCE - view your own Commissions, ‘Visa statement’, view Performance charts, Settlement Agents Use, Statistics and Sales for the current and previous financial years. This data pulls directly from the Corporate Database and is as up to date that the info entered by your sales administrator.

MESSAGES - view internal, office and corporate messages

TASKS - view/edit your own calendar of events/tasks, see task for today and this week; add new tasks; synchronise with your Outlook calendar

You can ‘grade’ (classify) your clients however you like - ‘A/B/C’ or ‘Hot/Warm/ Cold’ you can add new grades and edit them. They are specific to you only.

• You can house hundreds of clients here, and then keep in contact with them • You can enter them: one by one (click ADD), import them from Outlook Contacts, import them from a csv file (spreadsheet), and even import your own buyers/sellers from the ACTON Corporate Sales Database

• Each client can be classified (vendor/buyer/etc) and graded (you choose your own grades, as above) and set a price range they may be looking in (useful for cross the group matching - later)

‘GRADING’ CLIENTS

MY CLIENTS

• Apart from keeping in contact with your own clients, a major power of the system comes in matching existing buyers (throughout the group) to your potential/ existing properties.

• No one’s clients’ names are ever revealed to anyone else; it is just a way of showing prospects another reason why they should list with you and ACTON. Select the client type, price range, suburb and hit [search] to reveal the number of buyers looking for such a property within your own list (personal) or across the group (group). Click on the reps name to contact them.

• Some clients may be absentee landlords; you might like to target all the OWNERS of a particular property address (e.g. apartment block).

• This section allows you to search for clients by the address of the property(s) they own, and contact them

MATCHING CLIENTS

SEND SMS

SEND E-NEWSLETTER

• Click SEND to select from a list of clients and simply type in your message in the main text area and then SEND when ready.

• Click LIST to view a detailed history of all the sent sms and their cost. • Costs 15c a message, you can send SMS text messages to your clients & contacts (up to 160 characters); AND your clients will be able to reply direct to your mobile phone. Please make sure your mobile phone number has been corrected entered by your office in the ACTON CRM, and your clients’ mobiles are correct. Please note there is a cap of $100 SMS spend per ACTON office per month. You will then be billed monthly.

LETTER TEMPLATE

• Click SEND to select from a list of clients and simply type in your heading, then your message in the main text area (you can use the toolbars to bold, change text colour, add images and links) and then PREVIEW and then SEND your own ACTON-styled enewsletter when ready. • Click LIST to view the enewsletters you have already prepared or sent. Great for sending out regular newsletters to your clients, or ‘enotices’ to certain buyers about a new property you’ve just listed.

• Click LIST to search for clients, and then send an ACTON templated enewsletter to any/all clients. These templates can be stored, edited or deleted when required.

• Click ADD to add a new letter to the list of templates to be used later.

In this section, you can select from ACTON web site properties, make a hot list, and then send to selected clients (Once you’ve created your hot list, go back to the main menu, and click the list, and then select clients to send it to).

MY PROPERTIES

In this section, you can add in your own properties (one by one), import them from web site (your existing listings) and create your own list of properties.

Once created, a whole series of other options become available - you can send vendors regular reports, use standard letters, view contacts made relating to this property...

COMPUTER LIST

(or ‘All Agents List’)

You can add, edit, view or delete all the current, sold or withdrawn property records for your particular office. Every rep can add/edit for their office’s suburbs only, but can view the entire list across the ACTON Group. You can sort, remove agent details, send by email and even export to spreadsheet.

COMPUTER LIST HEADER

You can use this section to add a customised header which you can use while printing out computer lists to be handed out to clients.

INTERNAL

You can send email messages from WITHIN the CRM to other ACTON staff; view your send and received messages here.

FROM CORPORATE (OR) FROM OFFICE

Administrator or Manager will be shown here. The same Corporate message shows on the outside (login) page.

You can use this section to remind you to do various tasks: such as -• Client birthday or anniversary reminders

• Regular prospecting tasks To IMPORT dates from the Corporate Sales Database, click “Import Dates from Corporate Database” link

To synchronise your CRM’s calendar with your Outlook calendar, click on any day on the calendar then following the link to Export or Import to/from Outlook.

MESSAGES

PERFORMANCE

This shows you your OWN commissions, visa statement, various ‘performance’ charts (advertising sources, comms per suburb, monthly comms), other statistics, list of sales and use of various settlement agents.

The data here comes directly from the Corporate Sales Database, and is the exact same information that your sales admin person, Manager and Corporate can see.

You cannot edit the information - but you can view all the relevant information for yourself.

MY COMMISSION

• Shows the current and last year’s financial year info • Click the relevant year

MY VISA STATEMENT

• Shows the summary of your comms and ad spend • Shows your over/under spend

• Details all ads, comms, VPA and schedule fees

• Last year’s visa statement links to this year’s by virtue of the over/under spend of last year is the opening balance (carry forward) of this year

PERFORMANCE CHARTS

• This will chart your comms and a spending per suburb/month

SETTLEMENT AGENTS USE

• Shows the settlement agencies you have used for each deal in the current and past financial year

MY STATS

In table form, shows monthly: • Sales value

• Properties sold • Average property price • Your commissions

• And average commission per property

MY SALES

In table form, lists:

• all your sales for the year to date • showing office ID, type, status

COMMISSIONS & ‘VISA’ STATEMENT

1. ACTON CRM shows your commissions and ‘Visa Statement’ (all credits, debits, running totals...) for the current and previous financial years 2. Reps are also automatically emailed their ‘VISA Statement’ on the 1st and 15th of each month. But you can look at your visa statement at any time on the ACTON CRM.

3. This data is updated in real time from the info keyed in by the offices; Corporate have access to Reports drawn from the same data in real time (as does every office administrator and Principal/manager). 4. Any changes can be made by your sales administrator – this now reduces the time in amending your over/under spent figure. The change can be only for a property to a miscellaneous expense or from one rep to another, any changes to an office expense must be signed off by the manager.

5. Reps only see THEIR own info of course; you can search for all Ads entered (since November 2007), and view VPA, schedule fees...

The GREEN SHADED area at the top of the Visa Statement summarises the main elements that make up the ‘Over/Under Spent’ calculation.

TOTAL COMMISSION (UNCONDITIONAL)

This total is the reps unconditional nett figure plus 9% super

CARRY FORWARD

Is the amount carried forward from previous year’s Corporate Sales database

TOTAL ADVERTISING SPEND YEAR TO DATE

This is the total of this year’s to date advertising and other expenses entered.

TOTAL RECOUPS (YEAR TO DATE)

This is the total of this year’s recoups from your income for overspent advertising. A detailed breakdown is shown below in its own section.

ADVERTISING ALLOWANCE

This is the 16% of the ACTON share. You receive this amount as soon as the property is marked unconditional. As you can see the breakdown under the unconditional commission summary section – Allowance is the same amount in the green section of the VISA Statement.

VPA (ex GST)

This is the total of this year’s to date Vendor Paid Advertising money received and booked against a property/client. A detailed breakdown is shown below in its own section.

UNCONDITIONAL COMMISSION SUMMARY

CONDITIONAL COMMISSION SUMMARY

This lists all the conditional sales you have with the status, settlement due date, total commission, rep net, any VPA or schedule fee and the ACTON allowance. The ACTON allowance is included once the property becomes unconditional, however the VPA and schedule fees are included immediately.

VENDOR PAID ADVERTISING

(ext GST)

The amount of VPA is entered either at time of listing when monies are paid with the listing authority or at the time of sale when on the listing authority it states that advertising will be paid at settlement.

This amount is entered in the database and the figure automatically appears in the top green section and the amount is reflected immediately on your VISA Statement.

If the total amount is not spent at the time of sale then once all invoices are

entered the figure will be adjusted to reflect the amount spent on the property

advertising report and this will be done by your sales admin staff.

The figure is then reflected in the VPA Summary section, so the reps are able to keep a track of VPA paid and for which property.

SCHEDULE FEE

(ex GST)

The schedule fee amount is only entered at the time of entering the sale and this is on the basis that the rep has secured full ACTON fees.

The fee is reflected immediately, therefore not having to wait until the property is unconditional. However, in the case of a cancelled sale the schedule fee will

ADS FOR MONTH

By selecting SHOW ADS this will list your individual advertising to date during

the relevant financial year to current date (everything that has been entered by your office.)

RECOUP OVERSPENT

If you wish to view your recoup amounts, scroll down below the Visa Statement to view the table ‘Recoup’.

ANY QUESTIONS/COMMENTS ON ACTON CRM?

The ACTON CRM is YOUR system - it was designed for ACTON staff by ACTON staff, and as such is a unique operating system.

If you have any questions or comments, feel free to pass them on. This manual is also downloadable from inside the MAIN MENU. Anything not working? Call aussiehome.com on 9389 5833.

ACTON

actoncrm.aussiehome.com