Difficulty: Beginner

Purpose: Learn what the pre-built Activities that come in Kizen's Agent CRM product do and how they can help set reminders and track your client interactions.

TABLE OF CONTENTS

• What are the Agent CRM Activities?
  • Activities: 1. Birthday Notification
  • Activities: 2. General Follow-Up
  • Activities: 3. Lead Follow-Up
  • Activities: 4. Phone Call 
  • Activities: 5. Unhappy Client Notification
• Agent CRM Activities Best Practices
• What's Next?
• Need Help?

What are the Agent CRM Activities?

With Agent CRM Activities, you can easily set reminders and tasks to track your interactions with your clients. These pre-built Activity templates will improve your customer relationships, increase efficiency, and ensure accountability — whether it's a client's birthday or a critical follow-up call for a lead, nothing will fall through the cracks!

To log an Activity, click on a Contact record and scroll until you see "Log Activity" and select an option in the dropdown menu.

To customize these Activity templates, click on "Platform" in the top menu bar > "Activities":

Activities: 1. Birthday Notification

What this Activity does:

The "Birthday Reminder" Automation will schedule the "Birthday Notification" Activity 5 days before a Contact's birthday. It will then display the Contact's Birthday in your "Scheduled Activities" Dashboard (which can also be found on your Agent CRM Homepage). That way, as soon as you log in to your CRM, you can see your clients' upcoming birthdays and choose to send a personalized email, phone call, or birthday card.

Tip: Learn more about scheduling Activities!

Activities: 2. General Follow-Up

What this Activity does: 

The "General Follow-Up" Activity is a log of a phone call or in-person appointment with a client. You can open up the Activity directly on the Contact record while you're speaking with your client, write down any notes, as well as their phone number, the duration of the call, and the assigned team member. You can also add a URL linking to the call recording. Once completed, this Activity will appear on the Contact Record's Timeline so that you can keep record of the interaction and easily search for these interactions whenever you need.

Activities: 3. Lead Follow-Up

What this Activity does: 

Similar to the "General Follow-Up Activity," the "Lead Follow-Up" activity logs notes and details from a phone call or in-person appointment. We know how critical it is to maintain communication with your leads, so the "Lead Follow-Up" activity also has a "Call Outcome" field to track the result of each lead interaction and determine next steps.

Once you log the "Lead Follow-Up" Activity, this will trigger the New Lead Workflow Automation, which will check the value in the "Call Outcome" field. Depending on the Call Outcome, the automation will either automatically send the lead for more information or it will schedule another "Lead Follow-Up" Activity to remind you to call your lead until you close the deal and successfully enroll your lead in a policy. How cool is that?

Activities: 4. Phone Call 

What this Activity does: 

The "Phone Call" Activity can be manually scheduled before or logged after a phone call with a client or lead to document notes. Since the Centers for Medicare & Medicaid Services (CMS) requires all phone calls related to Medicare Advantage and Part D prescription drug plans to be recorded and stored for a minimum of 10 years, you can easily copy and paste the call recording to the "Phone Call" Activity notes. You can then search for these recordings in each Contact record's Timeline whenever you need.

Tip: Integrate your RingCentral account to your Agent CRM to automatically log call details and call recordings to each Contact record. These call recordings can be stored in your Kizen account indefinitely.

Activities: 5. Unhappy Client Notification

What this Activity does: 

The "Unhappy Client Notification" Activity is logged to alert you when one of your clients are dissatisfied. It can be logged manually or triggered automatically by the NPS Survey Follow-Up Automation from a feedback survey submission with a low score.

Like all of the other Activities, the "Unhappy Client Notification" Activity will display in the "Scheduled Activities" dashlet on your Homepage, so that as soon as you open your Agent CRM, you know to follow up with your client. This Activity has a required "Outcome" field so that you must select “Client is now happy,” “Follow-up is required,” “Called - Was not able to reach,” or “Disregard this notification” in order to close out the Activity — ultimately ensuring you maintain healthy relationships with your clients.

Agent CRM Activities Best Practices

To confirm everything is working correctly:

1. ✅  Create a test Contact record.
   
   
2. ✅  Click on "Log Activity" and select any of the pre-built activities in the dropdown menu. (Here's a step-by-step guide on how to schedule an Activity.)
   
   
3. ✅  Click on "Homepages" in the top menu bar and confirm that the logged Activity is in the "Scheduled Activities" dashlet.