Lead Management Enhancements

Leonard JangJanuary 24, 2017

Part 1:Enhancements

Objective: Expand the feature set of our lead management and/or automated marketing to more closely match our competitors’ features or differentiate us from them

Background

3

General Enhancements Ability to “star” leads Additional column for saved properties and

searches Additional column showing days since last login

Calendar WidgetIntegrated calendar within listing webpage that

allows customers to directly schedule an appointment with the agent

Basic enhancements that will help agents better manage and pursue their leads while making lead management functionality more competitive in the industry

Provides a more direct platform for agents to connect with their leads and increase the likelihood of converting lead into a sale

Staying Competitive “Wow”

4

General Enhancements– Send a survey after release asking for feedback from the agents. Did they like the new feature? What

can be improved?– How often are the features used? Can gather from survey or track data

Calendar Widget– Send a survey after release asking for feedback from the agents. Did they like the new feature? What

can be improved?– How many buyers have used the widget to book an appointment? Track how many bookings are made– Of the leads that have closed, how many used the widget to book an appointment? Can gather from

survey or track data

Metrics of Success

5

User Stories- General EnhancementsFeature User Story Acceptance Criteria

“Starring” leads As an agent, I am able to “star” specific leads that are of interest to me so I can follow-up with them later.

A star icon should be available next to the name (similar to Gmail). I should be able to star and unstar the lead with a click.

I should be able to filter on starred leads.

Column for saved searches and listings

As an agent, I can see number of saved searches and listings made by the lead in separate columns.

As an agent, I can click on the number of saved searches or listings and generate an export in a standard format i.e. Excel

The number should be a hyperlink that triggers the option to download into a spreadsheet i.e. Excel

Searches- The export will contain key data about the search, such as keywords and additional filters used

Listings- The export will contain key data about the listing, such as address, MLS #, and price

Column for “last logged in” As an agent, I can see the number of days that have passed since the lead has logged in, in a separate column.

The number of days should be calculated based on the number of days that have passed between the present day and the date of the last login.

6

Mock-up: General Enhancements

7

User Stories- Calendar WidgetFeature User Story Acceptance Criteria

Calendar Widget As a buyer, I am able to schedule an appointment on the listing page with the agent through a calendar widget

As a buyer, I should receive an email confirmation with the scheduled appointment and be able to add it to my calendar.

As an agent, the calendar widget should be integrated with my personal calendar.

I should be able to click on a date and choose a 30 minute slot based on the agent’s availability

The appointment should be in a standard calendar format (Google Calendar, Outlook, etc.)

The widget should support standard calendar formats (Google Calendar, Outlook, etc.)

I should be able to define the time period I am available- i.e. Mon – Fri between 9AM to 6PM The widget should show availability based on my personal

calendar Once the buyer schedules an appointment, my personal

calendar should automatically be updated with the appointment

8

Mock-up: Calendar Widget

9

Feature Team Task

General Enhancements(“star” leads, saved searches and listings, last log in activity)

Everyone UX/UI Engineering/QA Marketing

Sales

Clearly communicate value of features and get buy-in Work with UX/UI to design enhancements and optimize experience for users Work with engineers to develop enhancements and perform testing Work with marketing to update features on product page (Essential package) and

marketing materials Work with sales to educate them on new functionality and incorporate into sales

strategy

Calendar Widget Everyone UX/UI

Engineering/QA

Marketing

Sales

Clearly communicate value of features and get buy-in Work with UX/UI to design calendar and ensure look and feel integrates with the

webpage Work with engineers to create widget and test to ensure proper integration of

calendar (i.e. calendars are properly updated, etc.) Work with marketing to update features on product page (Premium package) and

marketing materials Work with sales to educate them on new functionality and incorporate into sales

strategy

Team Responsibilities

10

Keys to Success

Encourage constant and proactive

communication

Accurate estimation of

effort

Understand what value the features unlock for

customers

Be flexible and adapt to the

situation

Part 2:Prioritization

Prioritization

12

Feature Ranking JustificationA bug impacting 5% of our users that prevents them from logging into Admin Panel.

1 Although 5% is a small number, not being able to log into the Admin Panel is CRITICAL and may result in losing customers for good.

A bug impacting an unknown number of users that prevents them from importing new leads.

2 Dangerous since the number of impacted users is unknown, could be 1% or 50%. The bug should be investigated to gather more information.

A bug that requires the Support team to log out and log back into our internal tool each time they need to help a new customer.

3 or less Depends on the volume of customer requests. If volume is high, this feature should be a high priority as this bug creates longer customer wait times. If volume is low, this bug may be a nuisance but not as important.

Calendar Widget 4 A feature I would categorize under “customer delight”. The customer may not have explicitly asked for this but will be happy to see implemented and stay interested in the product. I envision this feature closing the gap between a lead and a sale, thus making agents more successful and satisfied in the product.

General Enhancements 5 These general enhancements will “buff” up the current lead management tool. Current customers will be pleased with the new features while making the product more attractive for new customers.

An enhancement that gives Essential and Premium agents the ability to tag and filter their leads.

6 May be useful, but not exciting on its own. Adding this feature alone won’t compel customers to buy the product or excite current customers.

A new site setting requested by Keller Williams (one of our national brand partners) that would only show for their agents.

7 Attractive since Keller Williams is one of the largest clients, but does not impact other customers and does not help attain new customers.

Updating our apps and services to allow engineering to use a continuous integration platform.

8 Would make deploying new code easier but continuous integration should be a best practice anyway. Helps internally but no benefit for customers.

Questions?