Case Pipelines & Tracking

Case pipelines is powerful tool is designed to help financial advisers track their new business, alterations, and client queries. Think of it as your dedicated command centre, inspired by the intuitive design of Trello boards, where each case is a card that progresses through customisable pipeline stages.

Whether you're managing insurance applications, investment opportunities, or client support queries, Case Pipelines provides a flexible and visual way to keep everything organised and on track. You'll gain clear visibility of your workflow, ensuring no case slips through the cracks.

Setting Up Your Pipelines

Before you dive in, let's get your pipelines set up to perfectly match your practice's needs. You have full control over the stages and statuses within your pipelines.

Customising Stages and Statuses:

• Navigate to your ClientManager CRM Settings.
• Look for the Case Pipeline Settings under 'Practice Settings'.
• Here, you can create and define your own statuses for cases. These are the specific conditions a case might be in, such as:
  • 'Awaiting signature'
  • 'Action required'
  • 'Deferred'
  • 'Information Outstanding'
• You can also create and define your own stages. These represent the different steps in your business process, for example:
  • 'Prospecting'
  • 'Quoting'
  • 'Application'
  • 'Underwriting'
  • 'Policy Issued'

Using Your Case Pipelines

Once your pipelines are set up, managing your cases is straightforward. Each case is represented by a "card" on your board.

Understanding Case Cards:

Each card provides a quick snapshot of the case, displaying key information at a glance:

• The Case Name or brief description.
• The Product Type (e.g., Life Insurance, Investment).
• The Quote Number (if applicable).
• The Policy Number (once issued).
• The associated Commission.

Navigating and Filtering:

At the top right of your Case Pipelines screen, you'll find two handy dropdown menus to help you filter your view:

• 'Responsible': Use this dropdown to filter cases by the individual in your practice who is responsible for them. This is great for team collaboration.
• 'Pipeline': Select this dropdown to switch between the different product types or pipelines you've created, such as 'Life insurance' or 'Investments'.

Moving Cases Through Stages:

The beauty of Case Pipelines lies in its drag-and-drop functionality:

• To advance a case, simply click and drag a card from one stage column to the next. It's that easy!

Connecting Pipelines:

For more complex workflows, you can even connect your pipelines. This means you can move cases between related pipelines, for instance, from a 'Life Cover Prospects' pipeline to a 'Life Cover Applications' pipeline once a lead becomes an active application.

Card Actions (The Three Dots Menu):

Each case card has a "three dots" (ellipsis) icon. Clicking this will reveal a menu of the following actions:

• 'Show details': This opens up the full case details, where you can view and edit all the information pertaining to that specific case.
• 'Move to': Use this option to move the case to an entirely different board or pipeline. Perfect for connecting those related workflows.
• 'Archive': Select this to mark a case as unsuccessful. It will be moved out of your active view but remains accessible if needed.
• 'Share': Need to loop in a colleague? This option allows you to quickly email the case details to another member of your team.
• 'Link client': Connect the case to a specific client record in your ClientManager CRM. This ensures all your client interactions are centralised.
• 'Finalise case': Mark the case as successful.
• 'View as task': If the case is linked to a task, this option will open the corresponding task in your task management area.

Tips and Best Practices

• Choose stages carefully: Aim for a logical flow that represents your actual process.
• Name your stages wisely: Use clear and concise names for your stages and statuses so everyone understands what they mean.
• Regularly review: Periodically review your pipelines and make adjustments as your processes evolve.
• Utilise filtering: Make the most of the 'Responsible' and 'Pipeline' filters to quickly find the cases you need to focus on.
• Connect related pipelines: If you have a natural progression of work (e.g., from prospecting to application), link your pipelines to streamline transitions.

Troubleshooting

• Can't see a case? Double-check your 'Responsible' and 'Pipeline' filters to ensure you're viewing the correct set of cases.
• Card not moving? Ensure you are clicking and dragging the card itself, not just the text on the card.
• Problem with a specific action? If an action like 'Share' or 'Link client' isn't working as expected, ensure all necessary client or team member details are correctly entered in ClientManager CRM.

FAQs

Can I create a pipeline for client support queries?

Absolutely! Case Pipelines is incredibly versatile and can be used for any type of process, including managing client support requests from initial query to resolution.

What's the difference between a 'stage' and a 'status'?

A 'stage' represents a major step in your process (e.g., 'Quoting', 'Underwriting'), while a 'status' is a more granular condition within a stage (e.g., 'Awaiting signature', 'Action required').

We hope this guide helps you get the most out of the Case Pipelines feature in ClientManager CRM. If you have any further questions or would like to suggest an improvement, please don't hesitate to reach out.