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Thanks to LEADROUTER, CENTURY UNITED-NORTHSIDE agents capture and convert MORE LEADS!!! CONTACT MANAGEMENT AND FOLLOW UP HAS NEVER BEEN BETTER Thanks to this state of teh art system provided by CENTURY 21!

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  • During the week of July 29 th our PR efforts garnered 11 interviews and 55 media placements. Our President and CEO is using the media to tell our side of the story, interest rates are still very affordable, inventory is plentiful and the economy/job market is strong. It is a great time to buy a house.

    1. 1. CENTURY 21 LeadRouter Leads Management Strategy Sales Associate Program Overview
    2. 2. Today’s Session <ul><li>Today we will discuss the following: </li></ul><ul><li>Current buyer and seller trends </li></ul><ul><li>Understanding effective leads management </li></ul><ul><li>Introduce the LeadRouter software product </li></ul><ul><li>Examine key functions </li></ul><ul><li>Provide resources </li></ul>
    3. 3. Home Buyer Leads Where buyer found the home they purchased percentage distribution National Association of Realtors 2008 Profile of Home Buyers and Sellers Study
    4. 4. Use of Information Sources Buyers’ Use of Different Information Sources percentage distribution National Association of Realtors 2008 Profile of Home Buyers and Sellers Study
    5. 5. Perceived Usefulness Buyers’ Perceived Usefulness of Different Information Sources percentage distribution National Association of Realtors 2008 Profile of Home Buyers and Sellers Study
    6. 6. Home Buyer Leads Where buyer found the home they purchased percentage distribution National Association of Realtors 2008 Profile of Home Buyers and Sellers Study
    7. 7. What Does this Mean? <ul><li>More and more people are looking for real estate related information on the Internet </li></ul><ul><li>Most are thinking about buying or selling a home. These are WARM leads </li></ul><ul><li>Not capturing this information, would be foolish, especially in a challenged market </li></ul><ul><li>Capturing and cultivating these leads is good for: </li></ul><ul><ul><li>Broker </li></ul></ul><ul><ul><li>Sales Associate </li></ul></ul><ul><ul><li>Consumer </li></ul></ul>
    8. 8. Why LeadRouter? <ul><li>Capture and convert online leads faster </li></ul><ul><li>The benefits include: </li></ul><ul><ul><li>Captured from Web-based sources </li></ul></ul><ul><ul><li>Routed to sales associate by phone </li></ul></ul><ul><ul><li>Monitoring and tracking tools help you view your progress </li></ul></ul><ul><ul><li>Improved customer satisfaction, lead conversion and revenue! </li></ul></ul>
    9. 9. Lead Tracking Is Important to Your Business <ul><li>National Statistics </li></ul><ul><li>50% of Internet leads never get a response </li></ul><ul><li>Average response time is 54 hours! </li></ul><ul><li>eConsumer has a 15 minute patience level </li></ul><ul><li>For every email you receive, consumer has emailed 5 others </li></ul><ul><li>50% of eBuyers need 12-24 months of incubation (care and feeding) </li></ul><ul><li>70% of consumers work with first agent to respond (NAR stats) </li></ul><ul><li>80% of home buyers use the Internet to find a home and a real estate professional to represent them </li></ul>
    10. 10. What Is The Cure? <ul><li>Leads are captured and routed to you in seconds </li></ul><ul><li>No extra wireless equipment necessary, just your cell phone and Internet access </li></ul><ul><li>Astound consumers with the fastest response time </li></ul><ul><li>Online leads management tool is intuitive and easy to learn </li></ul><ul><li>Integrated into the brand and company existing support tools </li></ul>
    11. 11. Why CENTURY 21 LeadRouter? <ul><li>A consumer is visiting your Web site, they want to find out more information on a property </li></ul><ul><ul><li>This type of lead is rapidly increasing </li></ul></ul><ul><li>Consumer hits SEND -- At the speed of light, they are connected to the CENTURY 21 LeadRouter system </li></ul>LeadRouter matches the lead to the assigned sales associate Converts text to a voice system Calls agent’s cell phone Agent can “accept” or “pass” on the lead Communicates the lead information to the agent Process is the same for consumer phone inquires. Call Coordinator enters the information into the system and the same process occurs
    12. 12. The LeadRouter Process <ul><li>Lead arrives online </li></ul><ul><li>Analyzes and routes the lead to the Sales Associate </li></ul><ul><li>Your mobile phone rings </li></ul><ul><li>Converts the data to voice, you can call the consumer from anywhere to capture the prospect </li></ul><ul><li>LeadRouter logs the lead into your online account </li></ul><ul><li>You will need to periodically update the Lead record to keep your Manager informed </li></ul><ul><li>The online system tracks all activity so that you can also monitor your progress </li></ul>
    13. 13. What Does the Call Sound Like? <ul><li>LeadRouter speaks electronically over the phone </li></ul><ul><li>It reads the information provided and then repeats. </li></ul><ul><ul><li>“ If this is not voicemail, please press “1” </li></ul></ul><ul><li>Provides a PREVIEW of the lead </li></ul><ul><ul><li>Source, area, price and referral fee </li></ul></ul><ul><li>ACCEPT by pressing 1 (decline by pressing 2 or hang up) </li></ul><ul><ul><li>Once ACCEPTED , additional information will be provided </li></ul></ul><ul><li>Contact information of the consumer </li></ul><ul><ul><li>Name, telephone number and email address </li></ul></ul><ul><li>Details like price, property type, comments that provide helpful information can be used when making the return call </li></ul>
    14. 14. Additional Features <ul><li>Integrated into 21online.com and no additional login </li></ul><ul><li>Browser-based; separate account for each user </li></ul><ul><li>Managers can see all office/company lead activity </li></ul><ul><li>Online learning sessions include comprehensive workbook and online support sites; repeat classes any time </li></ul><ul><li>Professional Help Desk provides support, tips and tricks for maximizing the system </li></ul>
    15. 15. The Solution – LeadRouter <ul><li>A Web-based application that routes the lead and facilitates the lead management process </li></ul><ul><li>“ Do Not Call” compliant </li></ul><ul><li>Immediate response </li></ul><ul><li>Fully automated </li></ul><ul><li>Creates full accountability </li></ul><ul><li>Full reporting </li></ul><ul><li>Added value for renewals and franchise sales </li></ul><ul><li>Industry best solution </li></ul>
    16. 16. CENTURY 21 LeadRouter <ul><li>Two competitive advantages: </li></ul><ul><ul><li>SPEED of touching buyer candidate </li></ul></ul><ul><ul><ul><li>Most buyers contact 5 different REALTORS® </li></ul></ul></ul><ul><ul><ul><li>70-80% probability they will work with the first contact </li></ul></ul></ul><ul><ul><li>INCUBATION & accountability </li></ul></ul><ul><ul><ul><li>Agents need to follow-up on the leads or pass them along </li></ul></ul></ul>LeadRouter™ users often respond while the consumer is still at the keyboard!
    17. 17. How Does the Logic Work? <ul><li>LeadRouter is programmed using Business Rules that are assigned by the Broker </li></ul><ul><li>Some rules are operational, (example: time of day) </li></ul><ul><li>How leads are matched to specific agents </li></ul><ul><li>How to direct phone, Internet and listing leads </li></ul><ul><li>How to handle multiple inquiries from the same consumer </li></ul><ul><li>How quickly an agent needs to respond </li></ul><ul><li>How frequently an agent needs to update the lead record </li></ul><ul><li>How “DEAD” leads are handled </li></ul><ul><li>How unique leads are handled before being passed along to the agent (relocation/company referral) </li></ul>
    18. 18. Business Rules for the Listing Agent <ul><li>Listing Agent always receives first chance at their listing leads* </li></ul><ul><li>Voicemail message with claim time if unanswered </li></ul><ul><li>Company claim time within X minutes </li></ul><ul><li>Routed to next available, eligible agent </li></ul><ul><li>Better the company service the Lead, than the competitor </li></ul>* At the discretion of Broker/Company
    19. 19. General Issues <ul><li>Where will the leads come from? </li></ul><ul><ul><li>Company Web page or office page on century21.com, email </li></ul></ul><ul><ul><li>Walk-ins, front desk calls, personal contacts </li></ul></ul><ul><li>What criteria will be used to assign leads? </li></ul><ul><ul><li>Your personal qualifications will be entered into the system </li></ul></ul><ul><li>Will there be fees for the leads? </li></ul><ul><ul><li>Fees for some/all leads will be at the Broker’s discretion </li></ul></ul>
    20. 20. Instant Notification <ul><li>Sales Associates notified of new leads via </li></ul><ul><ul><li>Cell phone </li></ul></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Wireless device (Blackberry, Palm, etc.) </li></ul></ul><ul><li>Leads accepted using any of those methods </li></ul><ul><li>Broker can enable voice mail messages if desired </li></ul>Claim Time Example : Agent has 2 hours to respond or the lead is “re-assigned” to the “next up” agent.
    21. 21. Where can Leads Come From? <ul><li>Automatic Capture from: </li></ul><ul><ul><li>Century21.com </li></ul></ul><ul><ul><li>Realtor.com </li></ul></ul><ul><ul><li>Company Website </li></ul></ul><ul><ul><li>Agent Websites </li></ul></ul><ul><ul><li>Relocation Network </li></ul></ul><ul><ul><li>Hotline Systems </li></ul></ul><ul><li>Manual Entry at Front Desk or Agent Entry </li></ul><ul><ul><li>Relocation Department </li></ul></ul><ul><ul><li>Sign Calls </li></ul></ul><ul><ul><li>Walk-ins </li></ul></ul>
    22. 22. What Happens Next? <ul><li>Agent contacts the lead </li></ul><ul><li>They must update the LeadRouter system within a specified amount of time </li></ul><ul><li>If agent updates the system, he/she can continue to receive new leads </li></ul><ul><li>If agent does not update the system, they will be NOT ELIGIBLE for new leads until their updates are complete </li></ul><ul><li>Regular, periodic updates will be required by the sales associate over the life of the lead </li></ul>
    23. 23. Immediate Response <ul><li>Automated and immediate call routing </li></ul><ul><li>All leads sent to cell phones within seconds </li></ul><ul><li>Text to voice technology converts lead to spoken message </li></ul><ul><li>Voice mail detection and next-agent rollover </li></ul>
    24. 24. Full Accountability <ul><li>Non-responsive agents removed from queue </li></ul><ul><li>Simple, full featured management console </li></ul><ul><ul><li>Red-light, yellow-light, green-light dashboard </li></ul></ul><ul><li>Optional call center support </li></ul><ul><ul><li>Mobility will do quality service check ups and follow through support </li></ul></ul>
    25. 25. How Does It Work?
    26. 26. Access from 21online.com <ul><li>Go to 21online.com </li></ul><ul><li>Access the LeadRouter link </li></ul><ul><li>Sales Associates will not have access to the LeadRouter Admin area </li></ul>
    27. 27. Agent Leads Screen
    28. 28. Agent Update Screen
    29. 29. Admin Screen- Lead Monitor
    30. 30. Reports- Monthly Report
    31. 31. Help Desk Support for LeadRouter <ul><li>Help Desk support for the Lead Management software available 7:00 am - 1:00 am, Monday-Friday Eastern time, and 7:00 am - 12:00 am, Saturday and Sunday </li></ul><ul><li>Help Desk professionals can also assist sales associates with accessing training classes and quick-reference materials </li></ul>For More Information: Call: 210-979-6700 Or Email: [email_address]
    32. 32. WANT TO KNOW MORE? Call: 210-979-6700 Or Email: century21sa@gmail.com
    33. 33. Thank You