ABOUT LEAD MANAGEMENT SOLUTIONS
Online Lead Management is important because as of November 1, 2007, KW.com’s lead routing will be
changed to do the following:
• KW.com will check if the listing is a KW agent’s listing, and if it is, KW.com will send inquiries directly to
the KW Listing Agent.
• Second, and most relevant to the topic of lead management, KW.com will send all other inquiries to the
market center for follow up.
KW.com’s new lead routing gives you as market center leaders more control over how you manage
website leads from KW.com and from your market center website. You will be able to decide who the
leads will be sent to within your market center.
QUESTIONS TO GUIDE YOUR DECISION
• How does your market center prefer to receive leads (for example, do you prefer an email, a lead
coordinator, an automated application)?
• What requirements will be expected of your agents to be able to receive these website leads (will
everyone be eligible - if not, what requirements must they meet)?
• What are the response time requirements for agents who receive leads (must they respond within a
certain period of time or else the lead is re-assigned to the next up agent)?
• Who in your market center will be the person to oversee the process related to online lead
distribution and follow up?
• Will your market center prefer to use an automated tool to help with the management of leads?
PRINCIPLES TO CONSIDER
• Most consumers go with the first REALTOR® who responds to their inquiry.
• Online leads require an immediate assignment from the market center and an immediate response by
the agent, or the lead cools off significantly.
Review the Lead Management Solutions and find the best OPTION for your Market Center.
Note: Pricing is set by the vendors who sell Lead Management solutions. This flyer is provided by KWRI for educational purposes – pricing as noted on this flyer is included to indicate the pricing structure, and not to represent a sales commitment.
THE DEFAULT OPTION FOR THE KW.COM LEAD DISTRIBUTION is to forward leads to the MC KLRW email address. While this is the default option – and it is a free option – this option does the least for your market center in terms of leveraging technology, systems, and staff. This option will require that the MC Leadership continuously check the email account and forward leads manually to agents.
How your market center manages and responds to leads is vitally important. Most consumers go with the first sales associate who responds to their inquiry, so a very quick response for Internet leads is key. Even waiting 30 minutes to respond to an online inquiry is too long in some cases, so it is extremely important for leads to have an immediate assignment from the market center and an immediate response by the agent.
The market center email account is attractive in terms of pricing, and if you need a temporary solution while you develop your online lead management strategy, then this option may suit your needs. However, we do not recommend this as a long-term solution.
Before implementing this lead management system, consider establishing policies in the market center. SAMPLE LEAD ROUTING RULES:
• How does the market center prefer to receive leads (for example, do you prefer an email, a lead
coordinator, an automated application)?
• Who in your market center will oversee the process related to online lead distribution and follow up? • What requirements will be expected of your agents to be able to receive these website leads (will
everyone be eligible – if not, what requirements must they meet?)
• What are the response time requirements for agents who receive leads?
• If an associate does not accept a lead within a certain time frame, is the lead reassigned and will an
associate’s recurring lack of response mean he or she becomes ineligible to receive leads? HOW DO I SIGN UP?
By default, this option is your market center’s lead management solution. All market center leads will be sent to the market center’s klrw#@kw.com email adress.
COST: FREE ADVANTAGE:
• Provided to you at no cost
FIRST RESPONDER IS LEAD MANAGEMENT SOFTWARE THAT AUTOMATES the distribution of leads based on your broker–and associate–defined criteria. Now that KW.com’s new lead routing gives the market center more control over managing website leads from KW.com and from the market center website, using First Responder means you will be able to decide who the leads will be sent to within your market center. SAMPLE LEAD ROUTING RULES:
• Who in your Market Center will oversee the process related to online lead distribution and follow up? • What requirements will be expected of your agents to be able to receive these website leads (will everyone be eligible–if not, what requirements must they meet)?
• What are the response time requirements for agents who receive leads?
• If an associate does not accept a lead within a certain time frame, is the lead reassigned?
• Will an associate’s recurring lack of response mean he or she becomes ineligible to receive leads?
HOW DO I SIGN UP?
Visit www.theenterprise.com or call 877-969-7355 to sign up for First Responder. By default, all market center online leads will be sent to the market center’s klrw#@kw.com email address. To have leads sent to
First Responder, use the Cc: or Bcc: fields in your market center’s website’s WolfNet Back Office account to
indicate the email address provided from First Responder. COST: Monthly fee per agent per month plus $750 set-up fee
ADVANTAGE:
• Technology tool to provide automatic lead distribution
• Highly customizable–can setup rules based on broker–and associate–defined criteria
• Leads integrated with and funneled into Top Producer
WOLFNET LEAD MANAGER IS A TECHNOLOGY TOOL that provides highly customizable automatic lead distribution, allowing you to set up rules to mange leads based on broker–and associate–defined criteria. Also, keep in mind that Keller Williams already partners with WolfNet for property searches, which means the integration between WolfNet’s Lead Manager and WolfNet’s Back Office allows the market center to receive a lead, then check the consumer’s behavior through their customer registration on the market center’s website. By monitoring a consumer’s behavior through WolfNet’s Back Office, you will be able to look up their property searches and better understand and respond to their official inquiries through Lead Manager.
Before implementing this lead management system, consider establishing policies in the market center. SAMPLE LEAD ROUTING RULES:
• Who in your Market Center will oversee the process related to online lead distribution and follow up? • What requirements will be expected of your agents to be able to receive these website leads (will everyone be eligible–if not, what requirements must they meet)?
• What are the response time requirements for agents who receive leads?
• If an associate does not accept a lead within a certain time frame, is the lead reassigned, and will an associate’s recurring lack of response mean he or she becomes ineligible to receive leads?
HOW DO I SIGN UP?
Visit www.wolfnettech.com to sign up. By default, all market center online leads will be sent to the market
center’s klrw#@kw.com email address. To have leads sent to Lead Manager, use the Cc: or Bcc: fields in your
market center’s website’s WolfNet Back Office account to indicate the email address provided from WolfNet.
COST: $1.50 per agent per month plus $199 setup fee ADVANTAGE:
• Technology tool to provide automatic lead distribution
• Highly customizable–can setup rules based on broker–and associate–defined criteria
WOLFNET LEAD MANAGER LITE IS A TECHNOLOGY TOOL similar to WolfNet Lead Manager, and provides automatic lead distribution based on round robin criteria for all associates in the market center. One of the many advantages of this tool is that you don’t have to spend the time up front customizing your lead management rules–simply submit the roster of associates who will receive the leads, and WolfNet does the rest! Using WolfNet Lite, which is less complex than other automated solutions, means you easily manage your leads, and you can upgrade to the full version of Lead Manager at any time.
Before implementing this lead management system, consider establishing policies in the market center. SAMPLE LEAD ROUTING RULES:
• Who in your market center will oversee the process related to online lead distribution and follow up? • What requirements will be expected of your agents to be able to receive these website leads (will everyon be eligible – if not, what requirements must they meet)?
• What are the response time requirements for agents who receive leads?
• If an associate does not accept a lead within a certain time frame, is the lead reassigned, and will an associate’s recurring lack of response mean he or she becomes ineligible to receive leads?
HOW DO I SIGN UP?
Visit www.wolfnettech.com to sign up. By default, all market center online leads will be sent to the market center’s klrw#@kw.com email address. To have leads sent to Lead Manager, use the Cc: or Bcc: fields in your market center’s website’s WolfNet Back Office account to indicate the email address provided from WolfNet. COST: $1.00 per agent per month plus $199 setup fee
ADVANTAGE:
• Technology tool to provide automatic lead distribution based on round robin criteria for all associates in the
market center
• Less complex than other automated solutions • Favorably priced
• An upgrade to the full version of Lead Manager is available at any time
NOW YOU CAN DIRECT LEADS TO A TOP PRODUCER ACCOUNT! KW.com’s new lead routing gives the market center more control over managing website leads from KW.com and from the market center website. With this new system in place, leads can be funneled into the market center’s Top Producer account and placed on a drip campaign.
Before implementing this lead management system, consider establishing policies in the market center. SAMPLE LEAD ROUTING RULES:
• Who in your market center will oversee the process related to online lead distribution and follow up? • What requirements will be expected of your agents to be able to receive these website leads (will everyone be eligible – if not, what requirements must they meet)?
• What are the response time requirements for agents who receive leads?
• If an associate does not accept a lead within a certain time frame, is the lead reassigned, and will an associate’s recurring lack of response mean he or she becomes ineligible to receive leads?
HOW DO I SIGN UP?
Visit www.topproducer.com to sign up for your free Top Producer account. By default, all market center online leads will be sent to the market center’s klrw#@kw.com email address. To have leads sent to Top Producer, use the Cc: or Bcc: fields in your market center’s website’s WolfNet Back Office account to have leads copied to your market center’s Top Producer email account.
COST: The Top Producer license is free but it requires a market center staff person to forward leads to agents manually.
ADVANTAGE:
• Leads are funneled into Top Producer and can be placed on an automatic drip campaign • This solution is free to your market center
CHOOSING AN ON STAFF LEAD COORDINATOR means you will have a salaried staff member in the market center whose job it is to receive all leads and assign them to an agent for prompt follow up. This person could also do lead cultivation prior to assigning a lead to an agent, manage the system, and follow up to ensure leads receive an appropriate response. This is a highly leveraged scenario, offering
personalized service in an in-house role devoted to lead cultivation and conversion to an appointment. This position is outlined in The Millionaire Real Estate Agent, as well as the MREA Leverage I course, and a free download of the job description is available at www.kellerwilliamsuniversity.com. Though you may not yet have a Mega Team, you can still use these guidelines in your decision to leverage a Lead Coordinator to manage your market center’s leads.
Before implementing this lead management system, consider establishing policies in the market center. SAMPLE LEAD ROUTING RULES:
• How does the market center prefer to receive leads (for example, do you prefer an email, a lead coordinator, an automated application)?
• What requirements will be expected of your agents to be able to receive these website leads (will everyone be eligible – if not, what requirements must they meet)?
• What requirements will be expected of your agents who receive leads?
• If an associate does not accept a lead within a certain time frame, is the lead reassigned, and will an associate’s recurring lack of response mean he or she becomes ineligible to receive leads?
COST: Salaried staff ADVANTAGE:
• Highly personalized service
• In-house role devoted to lead cultivation and conversion to the appointment
ON STAFF LEAD COORDINATOR
O P T I O N 6
MOST HOME’S LEAD RESPONSE LEVERAGES PEOPLE and technology to manage a high volume of leads while still giving personalized service. Choosing this lead management system means outsourcing leads to a third-party call center that receives leads on your market center’s behalf, then cultivates these leads through email drip campaigns and other communications. At the point where the consumer is ready to begin working with an agent, Most Home hands this cultivated lead off to one of your agents. Before implementing this lead management system, consider establishing policies in the market center. SAMPLE LEAD ROUTING RULES:
• How does the market center prefer to receive leads (for example, do you prefer an email, a lead
coordinator, an automated application)?
• Who in your market center will oversee the process related to online lead distribution and follow up? • What requirements will be expected of your agents to be able to receive these website leads (will everyone be eligible – if not, what requirements must they meet?)
• What are the response time requirements for agents who receive leads?
• If an associate does not accept a lead within a certain time frame, is the lead reassigned, and will an
associate’s recurring lack of response mean he or she becomes ineligible to receive leads? HOW DO I SIGN UP?
If you decide Most Home’s Lead Response is your market center’s lead management system of choice,
contact them at 800-123-1234, or visit their website at http://kw.mosthome.com. A company
representative will consult with you, conducting a personalized and in-dept analysis, ensuring they meet your lead management needs.
By default, all market center online leads will be sent to the market center’s klrw#@kw.com email address. To have leads sent to Most Home, use the Cc: or Bcc: fields in your market center’s website’s
WolfNet Back Office account to to have leads copied to your market center’s Most Home account.
COST: Contact Most Home for pricing quotes – which will include a setup fee, a monthly fee,
and a fee per lead. ADVANTAGE:
• Virtual call coordinator (via a call center) for cultivating leads until the
customer is ready to work with a sales associate
• Leverages people and technology to manage high volumes of leads
while still giving personalized service
