Auto Draft | SPEED Training Workshop

Which type of call/tasks are you working?

Sales
Service
SMPs
BOD Trainer

What type of Sales task are you working?

Auto / Fire
Life
Health
Bank

Team Members	Agent
State Farm.com Leads w/No Phone Number	State Farm.com Leads w/No Phone Number
Rate Quote Email	Rate Quote Email
Raw New Auto Paperwork	Raw New Auto Paperwork
PAP Email
PLUP Email
PLUP Email w Rates

Life
Term Conversion Follow Up

Team Members
Call Confirmation Email
ID Cards
Receipts
Cancellation Confirmation
Renters Change of Address
Auto Paperwork - STS Transfer
Auto Paperwork - Raw New
Auto Paperwork - Add On
Car Buying Resources
Delegation Email
DSS Info
HO Re-Write
Mortgagee Update
Rate Decrease Email
Rental Car Info
Rental Car Info - Mexico
Review & Referral Request
SF.com Account Registration
Teen Driving Resources
Voicemail Follow Up
Flood Insurance
Glass Claim - Safelite

Team Members	Agents
PAP Email	Defector Email
PLUP Email	Medicare Email
IFR Follow Up - Presenter	New Customer - 45 Day Email
IFR Follow Up - Staff
Defector - Requote Request
Home Inventory

Which ECRM List View are you working?

Which section of the BOD are you working?

Which "Issued & Mailed" policies are you working?

Issued & Mailed - Auto
Issued & Mailed - Fire

Which "BOD Forms" tasks are you working?

Coverage Selection Rejection
Good Student / Steer Clear / Drivers Training
FORMS - 2nd Notice
FORMS - 3rd Notice

Which "BOD Payments" tasks are you working?

SFPP Returned Payments
Late Payments / Cancellations
Billing - 2nd Notice
Billing - 3rd Notice

Which "Close Automatically" tasks are you working?

Which "BOD Investigate Further" tasks are you working?

Which "Notify Agent" tasks are you working?

This policy will be dropped
Life Persistency
Originator equals CCC Service, Internet
Caution Letter

Which "Sales Opportunities" tasks are you working?

Premium Decrease / Multi Line Discount Increased
Age of Principal or Assigned Driver

Which "Address Changes" tasks are you working?

Sample

Which "Underwriting Memos" tasks are you working?

Auto & Fire Underwriting Memos
Credit Card Expiration

Check the vehicle to see if there is lienholder. If so (or if it is a newer vehicle) is there an Opportunity & Sales Activity with the info on the Vehicle Loan?

Yes or N/A
No

Is this a new application or a change?

New Application
Change

Does the Issued Premium match the Quoted Premium?

Yes
No

Check for poor coverages: no rental, no glass, low property damage, etc. Could it have been done better?

Yes
No

Send Vehicle Loan Sales Follow Up Email Template
You are the fail safe! We need to make the pivots and document.

Send Your Policy is in the Mail Email Template

Send Issued Different Email Template

Send BOD - Coverage to Review Email Template

Send Your Policy is in the Mail Email Template

If this was a mortgage refinance, is there Sales Task due 3 weeks after closing to follow up on recommendations?

Yes or Not Applicable
No

Is this a new application or a change?

New Application
Change

Does the Issued Premium match the Quoted Premium?

Yes
No

Could this change or application have been done better?

Look for BUSD, condo loss assessment, & other coverages that could have been improved.

Yes
No

Send Mortgagee Update Team Reminder Email Template
People are saving money on the refinance. We have a limited time to capture some of that money to fix their insurance policies.

Send Your Policy is in the Mail Email Template

Send Issued Different Email Template

Send BOD - Coverage to Review Email Template

Send Your Policy is in the Mail Email Template

Double check that the address on all household policies is the same.
If not, submit a change of address.

Click on the person's name to get into the ECRM household. Is there a Service Activity already there for this form?

Yes
No

If you can determine who caused this form to be required, do you want to "poke" them for not leaving you bread crumbs on the status of the forms?

Yes
No

Close the Service Task
It is already being worked off of the existing Service Task!

Send Forms Team Member Notification Email Template
Use this if you want to "poke" your coworker for not leaving you bread crumbs!
They will update the BOD Service Task using our process (+10 Days, Pop Up, etc.)

1. Send Forms 1st Notice Email Template
SAMPLE BOD Service Task Subject:
FORMS: U on 19 Toyota; em/sms 12/25

2. Send SMS Template: REJ1 = Forms Request 1st Reminder
STATE FARM: Please check your email for forms that require your signature. Please call with questions.

Click on the person's name to get into the ECRM household. Is there a Service Task already there for this GSD/DT/SCD?

Yes
No

Close the Service Task
It is already being worked off of the existing Service Task!

If you can determine who caused this form to be required, do you want to "poke" them for not leaving you bread crumbs on the status of the GS/DT/SCD forms?

Yes
No

Send Forms Team Member Notification Email Template
Use this if you want to "poke" your coworker for not leaving you bread crumbs!
They will update the BOD Service Task using our process (+10 Days, Pop Up, etc.)

1. Send Forms 1st Notice Email Template
SAMPLE BOD Service Task Subject:
FORMS: U on 19 Toyota; em/sms 12/25
FORMS: GSD on Johnny; em/sms 12/25

2. Send SMS Template: GSD or REJ1
We email AND text for the 1st 2 attempts.
GSD = Good Student Discount
STATE FARM: It's that time of year when we need a report card or transcript for the Good Student Discount for XXXXXXX. Please email to XXXXXXX.

REJ1 = Forms Request 1st Reminder
STATE FARM: Please check your email for forms that require your signature. Please call with questions.

Click on the person's name to get into the ECRM household. Is there a Service Task already there for this returned payment?

Yes
No

Close the Service Task
The returned payment is already being worked off of the existing Service Task!

1. Send Returned Payment Email Template
Follow 10 Day Process
SAMPLE BOD Service Task Subject:
BILLING: SFPP RETP $152.99 due 12/25; em/sms 12/26

2. Send SMS Template: RETP = Returned Payments
STATE FARM: Friendly notice that your recent automatic payment was not successful. Please call our office 24/7 to make the payment -- Thanks.

Click on the person's name to get into the ECRM household. Is there a Service Task already there for this payment reminder?

Yes
No

Close the Service Task
The returned payment is already being worked off of the existing Service Task!

1. Send Late Pays - 1st Notice Email Template
Follow 10 Day Process
SAMPLE BOD Service Task Subject:
BILLING: $152.99 due on 18 Toyota 12/25; em/sms 12/26

2. Send SMS Template: PYB1 = Pay Your Bill - Late Pays 1st Reminder
STATE FARM: Friendly reminder that we have not received your insurance payment yet. Please call us 24/7 or pay online at http://st8.fm/sfpay.

Click on the person's name to get into the ECRM household. For this cancellation request case, did the person indicate if the customer is a DEFECTOR or NOT DEFECTOR?

Defector
Not Defector

Double check that the DEFECTOR SMP is started
There should be notes in ECRM indicating the reason why the customer left.
Your job is to make sure the SMP is started so that we remember to market to them in the future.
If the Defector SMP is not started, click here to start it.

Mark Complete and move on!
The only thing to check is if they did the analysis of which car is best to cancel.
Sometimes, it is better to do a vehicle change to a different vehicle instead of cancellation.
Ask them if they did the analysis.

1. Send Late Pays - 2nd Notice Email Template
Follow 10 Day Process
SAMPLE BOD Service Task Subject:
BILLING: $152.99 due on 18 Toyota 12/25; em/sms 12/26, 1/5

2. Send SMS Template: PYB2 = Pay Your Bill - Late Pays 2nd Reminder
STATE FARM: REMINDER - We have not received your insurance payment yet. Please call us 24/7 or pay online at http://st8.fm/sfpay.

1. Call customer to ask them to pay their bill!
Most likely, you will have to leave a voicemail.

2. Send Late Pays - 3rd Notice Email Template
Document BOD Service Task Subject & Mark Complete
BILLING: SFPP RETP $152.99 due 12/25; em/sms 12/25, 1/5, 1/15. vm 1/15

3. Send SMS Template: PYB3 = Pay Your Bill - Late Pays 3rd Reminder
STATE FARM: FINAL REMINDER - Your coverage has lapsed due to a nonpayment. Please call us 24/7 or pay online at http://st8.fm/sfpay.

1. Send Forms 2nd Notice Email Template
Follow 10 Day Process
SAMPLE BOD Service Task Subject:
FORMS: U on 19 Toyota; em/sms 12/25, 1/5

2. Send SMS Template: REJ2 = Forms Request 2nd Reminder
STATE FARM: REMINDER - Please check your email for forms that require your signature. Please call with questions.

1. Call customer to ask them to send in the forms!
Most likely, you will have to leave a voicemail.

2. Send Forms 3rd Notice Email Template
Document BOD Service Task Subject & Mark Complete
FORMS: U on 19 Toyota; em/sms 12/25, 1/5, 1/15. vm 1/15

3. Send SMS Template: REJ3 = Forms Request 3rd Reminder
STATE FARM: FINAL REMINDER - we need your signature form(s) to confirm your auto insurance coverage. Please call with questions.

Sales Opportunity Baby!
Either reassign this to the agent or a team member to follow up on the premium decrease. This can lead to a sale or a deposit of goodwill.
YES!

Rate increase!!?? Let's see what we can do...
Check to make sure this is accurate. A lot of times, there is nothing we can do, but it is worth a shot. Look at driver assignments, MLD, AFDs, next time rates will decrease due to age of youthful driver, etc.

1. Send Credit Card Expiration Email Template
Follow 10 Day Process
SAMPLE BOD Service Task Subject:
WFI: Credit Card exp; em/sms 12/25

2. Send SMS Template: ccinfo
We email AND text for the 1st 2 attempts.
CCINFO = Credit Card Info
STATE FARM: Please call/text us to update the expiration date on your credit card, or update online at www.statefarm.com

Copy and Paste Underwriting Memos from Outlook Folder
Step 1: Reply From the Underwriting Memo in Outlook.
Step 2: Copy the entire memo. (This gets the time stamp of when our office received the memo.)
Step 3: Paste into a new ECRM Task for the household.
Step 4: Title the Subject of the Task "UMEMO: " and then summarize what needs to be done.
Step 5: Take appropriate action to get the required information to underwriting.

Oh No! We've got to get out in front of this!
The reason the policies are getting dropped is most likely in an email in the Auto Underwriting folder in Outlook. It is important to let the agent know what is going on so they can appeal or follow up with the customer for required information.

Time Sensitive!
Underwriting wants to send a caution letter to the insured. Review and determine whether or not it should be mailed. You only have a few days to stop the letter so get on it!

Potential Chargeback!
Review the life policy with your team, and hopefully a payment will be made soon. A chargeback may be applicable.

Time sensitive alert!
Make sure these tasks are down to 0 every day. The CCC usually sends time sensitive notes to us, and these should be reviewed 1st thing in the morning and throughout the day.

Sales Opportunity Baby!
Either reassign this to the agent or a team member to follow up on the premium decrease. This can lead to a sale or a deposit of goodwill.
YES!

Follow your office process for DSS by sending DSS email or nothing
Sean's office does not follow up on DSS notices. If your office does, send the DSS - Discount Removed Email Template or send the DSS - Update App Email Template

Close the Service Task
This notice is simply an unnecessary notice that the change of address request is complete.
If you have pros in your office, there is no need to double check that EVERY policy had a change of address order submitted.

Check ECRM Household for Billing Service Tasks & Mark Complete
This means a customer has paid their bill, and they either have continuous coverage or time out of force. If they paid online or through CCC, you will need to close out any billing Service Tasks because they are no longer necessary.

Double check that EVERY policy has a change of address request
Sometimes, CCC will only submit a change on one policy, so you need to double check the entire household.

Close the ECRM Task
This simply means that GDD was added to the policy. Most likely, you will send the Issued Different Email Template to the person who wrote the application.

Close the ECRM Task
The Household Contact Program (HCP) automatically markets to your book of business. You receive notifications when marketing materials are sent out by corporate. You can filter the list, or close it automatically to let everyone get it.

Close the ECRM Task
You should work your NCOA report that comes through Control D on a weekly basis.

Double check the Fire Policy
Make sure the correct MLD applies to the auto policy. For example, did the customer go from Homeowners to Renters? Is there another Homeowners policy active?

Double check the SFPP Account
The SFPP is suspended, either at the customer's request or due to invalid payment information. Investigate what's going on and possibly reach out to the customer to get updated payment info.