Process Flow Improvement for Loans Text Processing

By Marte Nuyda
 Existing Process
Steps
• Sends out text asking for their interest in loans
• Takes the response and follow up with the basic questions to qualify
• Hands over lead through Whats app and Excel file for processing elsewhere
Opportunities:
• Doesn’t follow up leads not responding on time
• Doesn’t chase after future interested leads
• Assumes work completion for the US counterparts
 Insights

• A sales lead is followed up 14 times before closing the lead as dead (not necessarily the process to be
followed with Loans but the concept is to be adopted)
• Realtime Management of the lead in the preferred manner of communication
• Attempt to set leads to an appointment or continuation of the qualifying process
• Salvage all leads as much as possible
• Salvage the existing leads but one should start from scratch
• Team US and Philippines should consolidate information thru CRM
 Modification One

FOLLOW DOCUMENTATI
INITIATE
LEAD COMES DETERMINE THROUGH ON FOR NEXT
ACTION BASED
IN BEST RESPONSE
ON RESPONSE
LEAD DAY FOLLOW
MANAGEMENT UP

If the response points to

At any time the
engagement (and Continue with the Endorse via whatsapp and
communication stops –
willingness to continue questions via text CRM
please offer Call or Email
texting)

If the lead prefers text –

continue qualifying via
Text Response is text
Received
If the Lead does not
respond, or indicated
If the lead prefers CALLS
some preference to other
– ask the best Number to Endorse in Whatsapp and Make sure documentation
means of
reach him/her and the best CRM in the CRM is complete
communication: Offer to
time to call
call, text or email
immediately

If the lead prefers email;

Endorse Immediately to Make sure documentation
please collect email
Levi in the CRM is complete
address
 Follow UP

Follow Up 2 (Day 1) Follow Up 3

Follow Up 1 (Day 1) Follow up 4
(Day 2) Follow Up 5
LEAD Is Entered on Shift in Time Follow (Day 3)
(Based on Desired (Day 5) Dead Lead
the CRM up (Same Alternate
Communication Same time, same
Communication Communication Short Version
Method) communication
Method) Method

Basic Continuation Perhaps Call to Final

Same text as Day 1
of previous Similar but with less check if the text A short version Communication and
Type of Follow Up but will cite a
conversation (with detail messages were invitation for loan to reach back if they
feature/ benefit
Details) received want our services
 Open Items

• CRM
• Some light scripts