Lead Manager Winback Lead Process Protocol

Core Goal of the Winback Process

  • Work each individual lead thoroughly from start to finish before opening or moving on to the next lead.

Step 1: Lead Opening and Gateway Review

  • Open the assigned lead in Lead Manager.

  • Copy the policy number from the lead and perform a customer lookup in Gateway.

  • Review Gateway for any current active policies to identify potential multi-policy or bundle opportunities.

  • Open the terminated auto policy that is targeted for requoting and winback.

  • Check whether a prior balance is owed on the account.

  • Prior Balance Rule Specifications:

    • If the prior balance owed is over $200\$200 AND the policy termination was less than 2 years2\text{ years} ago: Do not call or quote the customer. Add an Activity note stating verbatim: "Prior balance owed – no call made." Close out the lead and move on to the next lead immediately.

    • If the prior balance owed is under $200\$200: Continue working the lead normally.

Step 2: Customer Contact and Quoting Protocol

  • Do not complete or finalize a quote prior to calling the customer.

  • Call the customer and complete the quote interactively while maintaining live telephone contact.

  • Reference old policy information during the call, but explicitly confirm that all details are currently accurate and up to date.

Step 3: E-Proposal Transmission

  • Send an e-proposal via email for every single completed quote.

  • Send the proposal regardless of customer interest, even if the customer is not interested due to the price.

  • Build a consistent operational habit of sending an email proposal for every single completed quote.

Step 4: Note Documentation Standards

  • Immediately following the call, complete the Special Note located in the top-right corner of Lead Manager.

  • Mandatory Special Note Components:

    • Today's date

    • What was quoted

    • Quoted price

    • Important details from the conversation

    • Any outstanding information or items needed

  • Verbatim Special Note Example: Quoted 9/11/2026 – 2 autos + renters – $180.75/month. Wants to move forward next Friday on payday. Need wife’s license number.

  • Copy the Special Note and paste it directly into an Activity note as well.

  • Include additional detailed notes under the Activity section if necessary.

Step 5: Folder Selection Rules

  • Under the "Add a New Folder" section, utilize only two specific folder options:

    • Yellow: Designated for "Not Interested"

    • Purple: Designated for "Quoted"

  • For Quoted leads, select the sub-folder option that precisely reflects the policies quoted:

    • Auto only quote →\rightarrow Quoted Auto

    • Auto + Renters quote →\rightarrow Quoted Renter Auto

  • Ensure the selected folder accurately reflects the specific coverage quoted.

Step 6: Follow-Up Scheduling

  • Not Interested Leads: No additional follow-up is required; proceed directly to the next lead.

  • Quoted Leads: Must set either a Task or an Appointment before moving on.

    • Appointment Definition: Selected when the customer provides a specific date and time to call them back (e.g., "Call me Friday at 3:00 PM after I get paid.").

    • Task Definition: Selected when follow-up is required, but the customer did not specify an exact appointment time.

    • Set the Task execution date for at least 2 days2\text{ days} after the initial call.

  • Automated reminders are generated by tasks and appointments when it is time to follow up on the quote.

Step 7: Pre-Transition Final Verification Checklist

  • Before opening the next lead, execute a final review to ensure completion of all required actions:

    • Special Note completed

    • Activity note completed

    • Correct folder assigned

    • Task or Appointment scheduled (if quoted)

    • E-proposal sent

  • Once all applicable steps are fully complete, move on to the next lead.