HPI Sales feeders

Application list and usage
Application Usage Information Base


MS Teams
LeadSquared
CloudTalk / Turnover
Outlook
Ariza

1. MS Teams:

 Primary communication app used for:

  • Team communications (RCS and Team Canada)

  • Daily updates

  • Call transfers and availability checks (manual, due to no WFM tool)

  • Knowledge sharing

  • Interdepartmental communication for file changes and escalations

  • Important Actions Required:

  • Keep Teams status updated (Available/Busy/BRB).

  • Use group chats and channels actively for daily instructions.

  • Ensure manual availability checks are prompt for quick transfers.

  • Used By:

  • Entire RCS and Canada Team (Feeders, Sales, Supervisors)

  • Link: MS Teams – Login

  • Specific Department: RCS Team Mumbai, HPI Team Canada

  • Notes:Treat Teams status updates seriously, as it acts like our “manual WFM tool”.

2. LeadSquared (CRM)

  • Usage: CRM platform used for:

  • Capturing and updating lead data

  • Tracking communication with clients

  • Managing daily lead and task activity

  • Prioritizing client follow-ups through filters and advanced search options


  • Important Actions Required:

  • Regularly update Lead Stage based on client interaction.

  • Log all client communications under Lead Activity.

  • Keep assigned tasks updated and closed once completed.

  • Use Search Icon, Manage Leads, Manage Tasks, Filters, and Advanced Search daily.

  • Used By:

  • Primarily Feeders and Sales Teams

Lead Stages Overview:

  • Live Lead: Newly captured lead (system-generated; auto-emails triggered).

  • Attempting Contact New: Feeder attempts to contact and qualify; 5-day follow-up process based on lead created time, email opened time, or best time to call.

  • Task Leads: Leads requiring call at client’s requested timing or scheduled follow-ups.

  • If no contact after multiple attempts → move back to “Attempting Contact New”.

  • Lead Activity: Document updates/actions (choose correct action type).

  • Lead Owner: Person responsible for the lead. Ownership can change only during call transfer or attrition/absence and is usually managed by Feeders.
    Task Setup and Management:

  • Task Setup / add follow-up:

  • Create tasks based on client requests or based on lead captured time (as per process and lead stage requirements).

  • Task Priority Selection:

  • High Priority: For important or active clients requiring urgent follow-up.

  • Medium Priority: For moderately responsive clients needing regular but not urgent attention.

  • Low Priority: For non-responsive clients or non-urgent follow-ups


3. CloudTalk / Turnover

  • Usage:

  • Used for answering inbound calls and dialing outbound calls.

  • Track number of calls made, missed calls, and attempted calls.

  • Check agent availability for transfers.

  • Can be accessed via web versions or installed applications.

  • Important Actions Required:

  • Ensure active login during working hours.

  • Monitor missed call lists and redial where applicable.

  • Update availability status promptly to assist in transfers.

  • Team RCS Mumbai (CloudTalk)

  • Team Canada (Turnover)

  • Links:

  • RCS Team Mumbai (CloudTalk)

  • RCS Team Canada (Turnover)

  • Notes: Availability updates and prompt answer rates impact transfer success and call quality scores.

4. Outlook (Email Management)

  • Usage: Professional communication platform for internal and external emails.Two accounts in use:

Outlook with Harris and Partners (HPI) Domain: For communication with HPI clients, trustees, and HPI internal teams.

Outlook with ReflectiveTeam Domain: For communication within RCS team, HR requests, Supervisor communications. Publishing daily progress reports for Mumbai teams internally.

  • Important Actions Required:

  • Respond to critical client and trustee emails promptly.

  • Maintain professionalism in all communications.

  • Ensure daily reports are submitted timely.

  • Used By: Entire Organization (All Teams)

  • Link: Outlook Login

  • Specific Department:All departments — with domain-specific use for HPI and RCS teams.

  • Notes: Always use the correct domain email depending on the nature of communication to avoid any client or internal confusion.

5. Ariza advize (Internal CRM for Canada Team)

  • Usage:

  • Acts as a CRM for finalizers and input teams.

  • Enter all mandatory proposal application information.

  • Verify, re-verify, and input client information received from counselors.

  • Probe for missing or unclear information as necessary.

  • Important Actions Required:

  • Finalizers must ensure 100% accuracy when entering data.

  • Missing information must be promptly requested from counselors.

  • After completing verification, change the file stage to “Refer to Manager” in Ariza.

  • Once referred, the file is parsed and assigned to an inputter for Insolve entry and final documentation (FastDocs).

  • Used By: Backend Finalizer Team (Canada) &Input Team (Canada)

  • Link: Ariza Login

  • Specific Department: Team Canada (Backend Finalizers and Inputers)

  • Notes: Accuracy and completeness at this stage are critical for client signing during trustee meetings.