“20% of customer service is being nice to people, and 80% is devising systems that allow you to do the job right the first time.”
“Customers for life” by Carl Sewell
Hi, my name is Alexander Soloviev, and I am a product manager at UTIP Technologies Ltd. Our company is dedicated to developing software solutions that make working on the financial markets more efficient.
In this article, I’ll show you how to interact with leads in the UTIP CRM. The process of their generation and management in a brokerage firm is also considered in detail.
The UTIP CRM is a tailored-made system for fast and continuous integration between brokers and their clients. The platform stands out among its peers due to the innovative design and high-end functionality. All these features ensure the best customer support throughout the whole sales funnel.
Key steps for processing leads in the UTIP CRM
The UTIP CRM has ready-made solutions for each stage of lead processing, i.e. from lead creation in the CRM-system to making the first deposit.
- Lead generation
- Qualification
- Interaction
- Lead conversion into an active client
- Metrics and analytics
Take a closer look at how the UTIP CRM can help your business thrive.
Lead generation
Leads are fetched by the brokerage firm from multiple channels.
The main lead streams include:
Mailings. Sign up to receive newsletters, emails with offers, promotions, and news.
Phone calls. Generate leads by making outbound calls to customers.
Website. Leave your contact details via feedback forms on the website, or landing pages.
Partner network. Source leads from partners and affiliates.
Lead generation. Receive leads through various marketing channels, contextual advertising, social media, etc.
As far as our experience goes, brokers are more likely to use lead generators in order to get clients. That's why our team has launched the lead generation functionality, being previously covered in the article.
This function greatly simplifies the process of integrating a lead generator into the UTIP CRM. It takes just 3 days to complete. The system receives leads in real time due to the Postback feature.
The UTIP customers have already integrated with more than 20 lead generators, including the major aggregator Trackbox as our respected partner.
Qualification
Unqualified leads can limit your ability to create a case-by-case approach. This undermines effective communication and full compliance with the client requirements.
In the UTIP CRM, a broker is able to create any set of custom views and statuses. This allows the user to tailor the system to their own needs. For example, one can determine the viability of each lead and optimize the methods of working with them based on their performance and business profile.
The UTIP CRM users note that this setting reduces lead processing time by 20%.
Interaction
Once a lead is generated, a manager needs to interact with it. The UTIP CRM allows you to assign certain managers responsible for customers, as well as to distribute them among the relevant desks for further cooperation.
The manager is a key contact person between the company and the client. This individual is committed to building and maintaining relationships with each service receiver. Their duties include: processing requests, providing information about the company's products, making sales, and rendering customer support.
For better interaction between managers and clients, you can connect IP telephony plug-ins in the UTIP CRM and organize a call center to track their statuses and content. These modules make it easier for managers to receive calls. One click is enough to get in touch with a client.
The UTIP Technologies Ltd. customers have already connected such high-profile dialers as Voiso, Commpeak, Binotel.
Lead conversion into an active client
Once a lead has gone through all the previous stages of the funnel and is ready to become a full-fledged market player, all you have to do is to switch to the Trader's Room and sign up by filling in a couple of fields.
The system will automatically register your client, open an account and redirect them to the deposit page. The process is fully automated so no errors on the client’s part are taking place.
Managers can also register a client in one click directly from the UTIP CRM. Therefore, a trading account is automatically created on behalf of your customer.
After making the first deposit, your lead turns into a trader and is free to perform transactions in the terminal. There is no need to enter any additional credentials to switch between the Trader's Room and the terminal as both programs are one-system wired.
A trader has to log in once to easily navigate between these apps. It is also possible for market participants to trade directly in their profile.
The UTIP CRM is able to automatically detect when a customer logs into the Trader's Room, opens a live account, makes a deposit and displays the corresponding client status. This is how you never miss a single step in a potential client's development into a full-fledged trader.
Metrics and analytics
Without reporting, companies fail to evaluate the success of lead generation techniques. As a result, you may choose the wrong strategy and pass up the opportunities to make the running.
One of the UTIP CRM benefits include tracking various metrics and analyzing the lead processing performance. That’s why our experts have already integrated built-in reports and the views functionality.
Views represent a fixed set of columns and filters for displaying information in a table. For instance, you can create views with the employee’s leads for a specific period of time by using certain configurations and switching back and forth in one click.
The UTIP CRM is used by more than 5,000 employees of brokerage firms on a daily basis. This proves that the product is of great utility and acceptance in the Forex industry.
Join the UTIP CRM right now to uncover new ways to succeed in the brokerage world!
