Help. Client Relationship Management

Create a new contact manually.
Edit/update contact information and choose a custom salutation for each contact.
Import contacts into your CRM, or export them out to Outlook or another contact database.
Create and manage contact groups.
Create and assign automated Follow-up Campaigns for all clients, group of clients or individual contacts.
Send personalized messages, holiday greetings, market updates, self-promotion and prospecting messages to your client or all contacts.
Work with the Message Library to choose pre-written messages or to add your own messages that you can use while creating an event. Examples include: self-promotional, greeting, introductory, seller, buyer, thank you, birthday, home anniversary and other messages.
Enter the MLS number of single or multiple listings and email the listing(s) to all contacts in the contact group.
Add top selling agents to your CRM Networking contact group and send them your new listings and email updates on existing listings.
Manage and view source details of online leads captured on your website.

What are the CRM quick-links on the toolkit?

The CRM quick-links on the Toolkit allow you to:

• Find a particular contact using the Find Contact link.

• Add a new contact to your contact list using the New Contact link.

• View your Contact List by clicking the Contact List link.

How can I find visitor information captured by my website?

Your website automatically captures your website visitor's information via the various lead capture forms you have on the site. The captured visitor's information is automatically stored in your SOI group. You can review your captured leads within the first page of you CRM as seen below.

How can I add new contacts to the Contact Manager?

You can add new contacts manually, or import them from your Microsoft Outlook email account.

To add a contact manually:

Go to the Client Relationship Management.
Click the New Contact button at the top of the page.
You can specify which group to put this contact under.
Enter the primary and secondary contact information. You can also put confidential notes about the client and then click SAVE at the bottom of the page.

To import contacts from Outlook, or other CRM:

Go to the Client Relationship Management.
Click the Import Contacts button at the top of the page.
Follow the instructions listed on the page. (You may want to print this page. If you need further help on importing contacts, please call (800) 743-5820)

How do I delete a single Contact?

To delete a contact from your CRM, you must login to your Toolkit.

Go to Client Relationship Management.

Select Contact List to see a list of all your contacts.

Search for your contact by name or email address.

When you find the contact record, you will see a trash can icon on the right hand side. Select the trash can icon to delete the contact and all associated searches. There is currently no mass delete option; you will need to delete contacts one at a time.

How can I create new groups?

You can create and customize your own contact groups.

To add a group:

Go to Client Relationship Management tool.
Click the Groups button.
Click the Create New Group button.
Name the Group and define its position in the CRM.
You can add members from the other groups to the new group you have just created.
Click SAVE at the end of the page to save changes.

How can I build my network group?

You can now automatically add the names of other agents in your office into the network group.

Go to the Client Relationship Management tool.
Click the Import Contacts button.
Click the link Load My Office Agents.
Click the Upload button to add all your office agents in the list to your Network group.

How can I send a message to an entire group?

Login to your Toolkit and select Client Relationship Management.
Select the underlined Group that you would like to send a message to.
You will be given the option to Send Message. That will allow you to send a message to the entire group.
You will then have the option to select an existing Message from the Message Library or you can select Create new message manually.
If you choose a preexisting message from the Message Library, you will be taken to the Library. You will then be able to select which message is most appropriate.
If you manually create your message, you will have a blank template.
You can select Choose/Change the Design Template to add a nice template for your message.

Please be sure to Preview your message before you send it to your Group

How do I remove a contact from a group without deleting the contact record?

Login to your Toolkit and select Client Relationship Management.
Select Groups.
You will be taken to the Manage Groups section. You can create, delete or modify existing or new groups. Select Modify to add or remove contacts from the Group. Contacts can be members of multiple groups.
When you select Modify, you will be taken to the Edit Group page. You can now add or remove contacts from the group.
Click Save.

How can I email MLS listing(s) to specific contacts?

You can email a personalized message to your contact group with selected MLS listing(s) in the body of the email message.

Go to your Toolkit.
Click the Listings by Email button.
Enter desired MLS listing number(s). You may enter multiple comma-separated (,) MLS numbers.
Enter a Subject for the message.
Select the email address(es) of your recipient(s).
Type out a personal message, add links and format the message.
Select < client view > if you are sending this listing to buyers, sellers, SOI (Sphere of influence). Select < agent view> if you are networking with other agents.
Click Preview to preview the message or Send to send the message.

How does the Follow-up Campaign tool help me with relationship marketing?

The Follow-Up Campaign tool on the Client Relationship Management comes with fully automated, pre-scheduled campaigns with events such as holiday greetings, market updates, self-promotion and prospecting messages.

To find the Follow-up Campaign tool:

Login to your Toolkit.
Go to the Client Relationship Management.
Click the Follow-up Campaign button.

What makes up a campaign and how can I create a new campaign?

A campaign includes a pre-written message, e-card design and a scheduled delivery date.

Login to your Toolkit.
Go to Client Relationship Management.
Click the Follow-up Campaign button.
Click the New Campaign button.
Select your Campaign. Annual is sent once a year. Drip campaigns are messages sent in specified intervals (ex. monthly, weekly)

Annual Campaigns

Choose the recipients. You may send the message to an individual contact, group of contacts or to all of your contacts.
You may use our pre-written messages in the Message Library or you may create your own manually.
Choose the start date.
Enter your campaign details and click Save.

Drip Campaigns

Click on New Campaign to rename it. Hit the Enter key on your keyboard to save the new campaign name.
The zero (0) specifies the activation date of your campaign. You must click on 1.New Message then Edit to modify it.
Name your message, put a subject and type your text.
You have the option to use one our pre-written messages by clicking Copy from Message Library.
Click Save.
To create the next message, click on Add New Message, and you will be taken to the same Edit message window.
When done with all your drip messages, click on Save.
Select your recipient(s).
Pick your start date, design template and click Activate.

How can I edit/activate a campaign for all my contacts?

Login to your Toolkit.
Go to Client Relationship Management.
Click the Follow-up Campaign button.
You will now see a list of all your current campaigns. You can click on STOP next to the campaign name or RESUME. Next to any campaign name, you can see the list of recipients. Review it and make sure that all clients you wish to receive this campaign are there.
If you'd like to delete a campaign, just click on the garbage can icon on the right.
To edit a campaign, click on the specific campaign that you'd like to change.
To change the message(s) within the campaign, just click on the message title and Edit.
To change the campaign name, just click on the its name and rename it. Hit enter on your keyboard to accept the change.
To change the date interval, just click on the number and change it.
Edit recipients settings. Select "Include all new users" if you would like all your new captured visitors and manually created contacts to receive this message. Select "Include new users from groups" and then check off desired groups to send this campaign to all new clients from the corresponding groups. If you do not want new contacts to hit this campaign's list of recipients, just select "Include new users from groups" and do not check off any group. If you would like to apply these sending rules to all existing clients in your contact list, then check off the option "Apply these settings for all existing contacts".
Click Save when you're done

How can I change the scheduled delivery date for the campaign?

Login to your Toolkit.
Go to Client Relationship Management.
Click the Follow-up Campaign button on top.
Select the campaign that you wish to change.
Option #4 will allow you to put the new date.

How can I choose a different e-Card (design template) for the campaign?

Login to your Toolkit.
Go to Client Relationship Management.
Click the Follow-up Campaign button.
Select the campaign that you wish to change.
Option #3 will allow you to change the design.

What is the Message Library and where can I view it?

The message library contains a library of pre-written messages that you can use while creating a campaign. Examples include: self-promotional, greeting, introductory, seller, buyer, thank you, birthday, home anniversary and other messages.

PropertyMinder will continue to add more templates to this Message Library in the future. If you have any suggestions, please email support@propertyminder.com.

To view the message library:

Go to Client Relationship Management.
Click Follow-up Campaign.
Then click the Message Library link under the Follow-up Campaign button.

To add your own message to the message library:

Select New button to compose a new message.
Click Save to save it in the "Custom Message" category in the Message Library.

How can I edit an existing message in the Message Library?

To edit an existing letter in the Message Library, select an existing message from among the different categories, and click Change to modify the message.
On the Edit Message page, click Save As and provide a name for the message that you would like to save in the Message Library (Custom Messages category).

How can I export contacts to Outlook or other CRM?

Most industry standard email, PDA or CRM software is capable of reading and loading data exported and stored in comma separated formatted files. You can export contacts from every contact group of you ADVISOR CRM.

To do this:

Go to Client Relationship Management.
Click the Contacts button.
Click on the contact group you would like to export (example: Buyers).
Click the link Export contacts.
Follow instructions.

Where can I find the details of my website visitor's requests?

The alert, with information describing the nature of the visitor's request is emailed to you immediately after your visitor completes and submits the request. The request is also recorded in the note section of the contact record.

To view the request:

Go to Client Relationship Management.
Click the Contacts button.
Click the Captured Visitors link.
Click on the name of the contact.
Within the individual contact page, you will see the details of the visit.

What is the purpose of the unsubscribe group?

According to current anti-Spam laws, all e-mail messages sent to a group must provide a method by which the recipient may "opt-out".

All messages including auto follow-up, listing flyers and e-mails sent through the PropertyMinder CRM tool will automatically handle unsubscribe requests.

How does "unsubscribe" work?

Email messages addressed to contacts in your PropertyMinder CRM, as well as automatically generated quarterly or monthly follow-up messages now offer the recipients an option to unsubscribe.

When the recipient of your email chooses to unsubscribe and clicks the unsubscribe link in the email, the PropertyMinder technology automatically copies the contact record to a special Unsubscribe List group (Look for this group in the Client Relationship Management tool in your Toolkit). PropertyMinder ensures that no messages will be sent to these people in the future.

How can I handle an unsubscribe request emailed to me?

If you receive an email request from a client to unsubscribe them from future messages, you can add the clients email address to the unsubscribe group.

To do that:

Go to the Client Relationship Management.
Click the Contacts button.
Click the Unsubscribe List link.
In the blank space type in the email of the client requesting to be unsubscribed and click Add.

How do I disable the New Listings Found and Price Change Notices?

Login to your Toolkit and select MLS Searches
Select MLS Search Settings.
You will need to uncheck Send me an email notification for New Listings and for the Price Change.
Check the box for Bulk Update Existing Searches and then click the Submit button. It will take care of updating the settings on all your existing searches

How can I send message with attachment from CRM?

Log in to your Toolkit and go to Website Editor.
For framed websites: Scroll down past Your Links section. Below Custom Page 5, you will find the link for Custom Files Management. Click on it.
For frameless websites: Click the Buttons icon and then click on the Custom Files Management link.
Under the main folder, click Browse, select the file you wish to email (not larger then 2 Mb) and click Add File
Right next to the name of the file, you will see a Get URL option. Click on it. You will see the box with the link looks like //isvr.acceleragent.com/usr/1035283752/CustomPages/...
Copy the link and click OK. Close Custom Files Management.
Go to Client Relationship Management, click on the group you wish to send the message to, click Send Message, and choose Create Message manually.
Type in the words that you want to be clickable, highlight them, click on the Chain Link symbol, paste the link inside and click Insert. Preview and test the link before sending.

As you send this message, the recipients will click on the words that you hyperlinked and the document will open. You can send images, PDF, Word, Excel and other types of files.

Note: You will need to keep the document in your Custom Files Management for as long as you think that your clients will still be clicking on it. There is no time limit of keeping the files in there.

What does "Bounced Email List" mean?

Sometimes your email message (including automatically generated follow-up messages) cannot be delivered to one or more of its recipients. It typically happens because of an invalid email address. Your message may be classified as SPAM and filtered out by mailing systems. If the list of recipients contains bad email addresses, our email delivery system automatically excludes such emails from your follow-up distribution lists.

To view/edit your Bounced Email List:

Login to your Toolkit.
Click Client Relationship Manager and then Bounce Email List link at the top.
If you would like to restore the contact to receive your messages, simply click Restore right next to the contact.

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