Getting the most of 360

Getting the most out of 360 Lifecycle This guide is designed to give you a run through of all the main benefits of the 360 Lifecycle system during a period where customer contact is key. The specific items/topics this document will go into are; -

How to check your Client Bank for future reviews How to check your cross-selling opportunities How the Client Portal can help your transactions The scalability of the Online FactFind How to market to your clients

If you have any questions on the content of this guide, or any items not covered in this document, please contact our Tech Team on 0116 2817090 (Email: tech@hlpartnership.co.uk) or 360 Support team on 0845 6592 360 (Email: Support@360lifecycle.co.uk.)

Future Reviews A key aspect which will allow the continuation of running a successful business during this time is servicing your existing clients. Through the ‘Future Opportunities’ section of 360 Lifecycle Office, you can forecast for any periods of downtime, and ensure that clients are contacted when you would expect them to.

The ‘Future Opportunities’ area of 360 is contained within the Performance Explorer module, located within the Tools tab of 360 Lifecycle Office. When you first open Performance Explorer, you will be greeted with your hierarchy of users, split into different teams, as per the below.

On any of these items, you can right click, and further options will appear, such as ‘Show Data’, ‘Show Current Hotbox’, and ‘Show Future Opportunities’. These will have arrows next to them that – when the mouse is held over them – will show potential date ranges you can run against. If the predefined options are not suitable, then you can use the ‘Custom Period’ option which will allow for more flexibility in reporting.

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If selecting ‘Future Opportunities’, then the system will generate a new window, with an overview of the opportunities set to generate across the timeframe you have selected.

These will be segregated both by month, and by the Lead Source of the opportunity, e.g.

Mortgage Review, Life Review, etc. as per the below.

On any of the options in the summary screen that do not have an arrow against them – these are grouping your Lead Sources together – you can highlight and right click. Once you do this, an option to ‘Show Details’ will appear. Clicking this will open a further page, with all Client and Contact information for the leads due to generate for that Lead Source.

This page holds an extensive level of flexibility in terms of the data you can view, as the columns in this view are interchangeable depending on what you would prefer to see.

To remove a column from view, simply right click on it, and select ‘Hide this Column’ from the list that appears.

To add in a new column to the selection, right click on any existing column, and select ‘Column Chooser’. At this point, a pop up will appear with a list of potential columns you’re not currently using. Find the one you want to add in, and drag it to the others, at which point two arrows will appear. Release the mouse, and this will drop that column into the selection.

N.B. the columns you select will be retained as ‘Preferences’ after you select these.

This will be retained indefinitely, on the Computer that you set them on.

If you wish to view this data externally to 360, you can export this into an Excel Spreadsheet file, by right clicking within the data itself, and selecting ‘Export Grid to CSV’.

This will prompt you to name the file and save it somewhere locally, outside of 360.

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Cross-Selling Opportunities The 360 Lifecycle system is great at identifying ‘missed opportunities’, such as Mortgages where no Life Cover was recommended, or Mortgages with no Building & Contents Cover recommended. There is a strong selection reports that will generate this data, each of which giving you differing levels of detail so you can produce data relevant to your business.

NOTE; Missed Opportunities such as the above are classified by 360 as business that wasn’t submitted under the same FactFind

Standard Reports Within the Standard Reports section of 360, there are a selection of templates that will generate information based on those missed opportunities, through the below reports; -

Mortgages Written – No Life Mortgages Written – No GI

Both reports can be found under the ‘Mortgage Reports’ category within the Reports toolbar of 360 Office. Simply tick the report(s) you want to run and specify the criteria in the section underneath – once this is completed like the below, the ‘Produce Reports’ button will appear.

You can run as many reports as you like via this method, and once they are run, they will appear as individual tabs along the top of the 360 Office system, underneath the icons.

All these reports can be exported into external programmes, such as PDF, Word, Excel, etc. or can be sent by email, by using the icons along the top of the report preview screen, highlighted below.

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Campaign Manager You can also utilise the Campaign Manager module to get you information of missed opportunities to cross-sell. This will give you the Client Details for those you may have missed opportunities for across any time period. An extension of this (see the Campaign Manager section for more information on this) is that you can market out to clients via this with personalised content across a selection of different platforms.

Client Portal During this time, the Client Portal has proved invaluable with its abilities to continue with any transaction without the need to physically see a client. A significant benefit of this functionality is the fact it can be used on mobile devices also, making the Portal accessible almost anywhere.

In order to setup a client on the Client Portal, you first must have an active Mobile Number & Email Address logged in 360 for them, which will allow them to activate their account.

To invite the client, you will need to open the Case Record for them, navigate to the Client Portal tab, and select ‘Invite Client’ from the options along the top, as highlighted in the screenshot below.

Once this is clicked, the client will receive an email with a link into the Portal, and a Verification Code via Text Message. Both will be needed for a client to activate their account. After they input the code, they will be prompted to create a Password, which will be their login – along with their email address – for any future usage.

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To request or sending documents to the client, you will need to use the ‘Send Action’ button. Actions can be one of the below types; -

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Upload Document of Type – this will require the client to send you a document(s) to complete the action Read & Acknowledge – this will require the client to download a document you send them and click to confirm they acknowledge this content Download, Sign & Return – similar to Read & Acknowledge, the client will need to download a document you send them, but will need to sign this and upload it to send back to you Complete FactFind – this will require the client to complete the Client facing FactFind

Within Action Details you can first state which section of the case record the Action relates to, when the Action should be completed by, which client it needs to be sent to (if multiple clients exist), who the Action is From, if it is On behalf of someone else and select the applicable branding (if multiple brands are present on your 360 database).

Selecting ‘Next’ will then allow you to pick a group or individual Actions you would like to send to the client into their portal. Grouped Actions are shown in bold e.g. as per the Pre-appointment Pack below.

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When selecting ‘Next’ the Additional Information page may allow you to select the appropriate document relevant to the Action (as there may be multiple document versions related to one Action) and amend the Required By date of individual Action.

Once you have completed this page, the final screen will overview what you’re sending and allow you to include any unique text for the client you’re sending the actions to. Click ‘Send Now’ to finish.

To send messages to your client away from this, you can do so by selecting the ‘Send Message’ option on the Client Portal screen. This will allow you to select a Subject Line, enter a message, as well as format this and attach documents for your client to view also. They can then reply to this as you would an email, but all audit is kept within the 360 Case Record.

If any assistance is needed in terms of setting up your Client Portal or a more in-depth review of this, please contact our Support team who can provide a specific guide for this area.

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Online FactFind Like the Client Portal, 360 Lifecycle’s Online FactFind can be accessed on multiple devices, including mobile phones. This makes it easily accessible regardless of what you – or your client – are doing at any time.

The FactFind is both an Adviser & Client Facing tool, with additional functionality available to an Adviser, such as sourcing, FactFind creation and Suitability Letter editing.

You can invite these to clients by either using the Client Portal, or directly through the Online FactFind via the ‘Send Invite’ button, which can be found on the In Progress tab, or the Advice Process tab of a particular record.

In Progress Tab

Advice Process Page

If sent direct, it will send the client an email and an SMS for them to access this. Either way, upon logging into the FactFind, they will be greeted by a page like the below.

This area will allow them to navigate the Client Facing FactFind however they like.

Selecting the blue arrow on the right-hand side of the page will take them to the next page, or they can select specific sections from the tab along the top. No information in the Client FactFind is mandatory so is extremely flexible and simple for the client to complete.

Once the client has completed the amount of detail they need to, they can select the ‘Finish’ tab on the far right-hand side of the toolbar and select ‘Submit Your Information’.

This will then hand access back to the Adviser and notify them of this via email, which will have an embedded link into that specific record for easy access.

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Campaign Manager The 360 Lifecycle system has a unique benefit of an integrated marketing tool, also known as Campaign Manager. Found within the Tools tab of 360 Office, it can allow you to query across multiple data ranges to view results that fit a certain set of criteria, which you can then market to with bespoke individualised marketing content on the back of this.

You can send content to clients via the following methods; -

Mail Merge (printed Letters) Emails SMS Message Client Portal Messages

Once you open Campaign Manager, you’ll see the screen below.

To begin a Campaign, you can either select a previously created query from the ‘PreDefined Lists’ dropdown or use the Query Builder on the right-hand side of the screen.

To the right of the screen you will see several options that work together.

The first is Result Type, which can be either ‘Case’ or ‘Client’.

This will determine whether your campaign material is client specific or to be communicated to all individuals held within a case record that meets the criteria. For example, if you select 8|Page

Result Type = Case and ran a query on Date of Birth equals 1/1/1980, this will include and market to all clients on a case record, providing one individual on the case held the date of birth as 1/1/1980. On the other hand, if you select Result Type = Client and ran a query on Date of Birth equals 1/1/1980, this will only return and include clients with a date of birth as 1/1/1980, disregarding all others included on the case record.

It is recommended that most campaigns will be ran with Result Type as Client, particularly targeted campaigns.

The dropdowns or buttons you have available have been defined in the table below; Dropdown/Button Table

Function This is the section of the database you would like to query i.e. Mortgage policies, Life policies, Client specific details or Case specific details.

Field

The Field lists items you choose from depending on the Table selected.

Add Clause

This is an AND statement e.g. “Has a mortgage with Halifax AND the mortgage end date is between XX/XX/XXXX and XX/XX/XXXX”

Add Group

This is an OR statement e.g. “Has a mortgage with Halifax OR Nationwide” THEY DON’T HAVE e.g. “Find all clients that DON’T’ have Income Protection”

Add Exclusion Group

Below is an example of a query you could run within Campaign Manager. If you need assistance creating a more specific campaign, please contact the Support team who can assist with this.

List all clients that have a mortgage with Halifax and the product end date is Quarter 1 (Q1) 2019 1.

At Result Type select Client 2.

On the ‘Table’ dropdown, select ‘Mortgage’, as we require Mortgage specific information.

3.

For the ‘Field’ dropdown, select either ‘Lender’ or ‘End Date’ (this can be done in any order).

4.

Click ‘Add Clause’ which will then add a line in which follows the below format

a.

TABLE NAME – FIELD NAME – Equals/Greater Than or Equal/Less Than or Equal – XXX 5.

Update the clause the fit the criteria (in this example, Lender EQUALS Halifax 6.

Do the same for the End Date clause also by inputting the date(s)

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7. Select ‘Run Query’ at the bottom of the screen to view your results If you wish to keep a copy of this data outside of 360 for future reference, you can export this by selecting ‘Export to Excel’ from the options along the top of the Campaign Manager screen.

Once you have a query run, if you want to market to these people, you will need to select ‘Create Campaign’ in the top right corner of the Campaign Manager screen. This will generate a window on top of the screen, which will give you the option to send your content by one of the methods mentioned previously.

Depending on which you select, the ‘Select a Template’ dropdown will alter, as you can have different templates for different methods of contact.

N.B. templates can be created within ‘Maintenance > General’ in 360 Office, with the exception of SMS Templates. Please contact the Support team who will add these.

Once you have selected a template, click ‘Next’ and the following screen will differ depending on which type of template you selected.

SMS Template

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Email Template

Mail Merge Template

Client Portal Template

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Once you complete the relevant fields on the above, select ‘Next’ and you will see a provisional copy of your template, with the relevant merged fields inputted. If you have entered any fields that change depending on the record selected, you will see the option for ‘Next/Previous Record’ on the bottom left of the window, allowing you to view all templates before proceeding.

The penultimate page offers you the chance to create Opportunities against these clients.

This is an extremely efficient way of tracking your campaign and will add an Opportunity for each client into the Hotbox of the Servicing Advisor.

The final page will prompt you to check your summary before sending. This will review your selections, including the number of Clients/Cases you’re sending content to, whether you have decided to create an Opportunity or not, etc.

Once the content has been sent to all records, the user who sent this will receive a followup email confirming the mailshot has been completed, and will notify you of any undeliverable messages or duplicate records it has avoided sending to identified during this process.

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