PMC Campaign: Out Reach, Process, Call Handling and Documentation Procedures

Introduction

This knowledgebase article provides an overview of the outreach, process, call handling, and documentation procedures for the Property Management Company Campaign. Designed to streamline operations, enhance customer experience, and ensure compliance, these guidelines are essential for all team members involved in the campaign.

Outreach

Objective:

• To connect with Property Management Company owners and decision makers, offering our Property Management and Accounting services.

• Outbound Calling: Direct calls to PMC Owners/managers/decision makers using pre-qualified lists.
• Email Campaigns: Sending targeted emails to potential B2B PMC clients highlighting our services.
• Appointment Setting: Secure a booking appointment with the targeted decision maker from the PMC.
• Social Media: Utilizing platforms like LinkedIn, Facebook, and Twitter to reach a broader audience.
  
• Sales Pitch and close out: Once an appointment has been booked and scheduled, the Lead Owner, after identifying the clients needs, will facilitate the call enabling Sir Eric to conduct the sales call pitch and offer, discussing the benefits, highlighting the product and services to structure the proposed plan and pricing leading to the sales close out.
  

Process

Step-by-Step Workflow:

1. Lead Generation: Identify and compile a list of potential clients using market research and existing databases.
2. Initial Contact: Reach out to potential clients initially via phone, email, or social media to introduce our services.
3. Follow-Up: Schedule follow-up communications to address questions and provide additional information.
4. Needs Assessment: Conduct a detailed assessment of the client's property management needs.
5. Proposal: Prepare and present a customized property management proposal.
6. Agreement: Finalize and sign the property management agreement.
7. Onboarding: Integrate the new client into our system and begin service delivery.
   

Call Handling

Guidelines:

• Greeting & Introduction: Initiate outbound calls with a friendly and professional greeting.
• Identification: Verify the caller's identity, role in the Management Company and property details.
• Inquiry Handling: Address the prospect's inquiries efficiently, providing clear and concise information.
• Follow-Up: Ensure all calls are followed up with a summary email or further action as needed.

Scripts:

• Introduction Script: A standard script to introduce our services and qualify the lead.
• FAQ Script: A script to address common questions and concerns from potential clients.
• Follow-Up Script: A script for follow-up calls to maintain engagement and move the prospect towards conversion.
  

Documentation Procedures

Record Keeping:

• Client Database: Maintain an updated client database with all relevant details and interactions.
• Call Logs: Record all calls with notes on the conversation and any follow-up actions required.
• Email Correspondence: Archive all email communications for reference and compliance (Through Zoho CRM Lead module).
• Agreements: Store all signed agreements and related documents securely.

• Data Protection: Ensure all client information is handled in accordance with data protection regulations.
• Audit Trails: Keep an audit trail of all interactions and transactions for accountability.
• Reporting: Generate regular reports on outreach activities, call handling performance, and client onboarding status.

Leads Module (PMC Leads Assignment)

Workflow