Prospect Management in Salesforce


Prospect Management in Salesforce is now the initial point of data capture for all new prospects, from referrals to lead generation to potential LinkedIn connections. Through Salesforce you will only need to capture a new record once and build upon the data held on that individual as your relationship evolves, to ensure you protect your interests into the future. 

The resources and FAQs below can support you in how this works. You can read about some of the key changes here.

To ensure you protect and retain your Prospects, these are the top 3 things to remember:
  • Record as many data points on each record as and when you have the data available
  • Log all activity undertaken and future planned activity with your Prospect to nurture them
  • Review your upcoming expiries
There was a Webinar held in 2024 which went through the expiries process and how you can update your records etc. You can watch this here.
 
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FAQs

Expiries

Q: What are expiries?
A: The new Salesforce Lead Management solution will expire Prospect records after a period of inactivity to ensure that we are only retaining data where relevant.

Simplistically, an ‘unengaged’ Prospect record will be expired 6 months after the last recorded contact date and as long as there is no future booked activity.

Therefore, to ensure your records are not automatically expired, you need to evidence engagement with them – to show that you are nurturing the Prospect and hopefully moving them through their journey to becoming a client.

Q: Which records expire after 6 months and which ones expire after 3 months?
A: Prospect records that are sourced from LinkedIn (excl. advertising) or Third Party Purchased data will expire 3 months after creation, unless there is any appropriate recorded activity. All other sources and channel types will expire 6 months after creation (again, if there is no appropriate recorded activity).

All records will then expire 6 months after the last appropriate recorded activity, regardless of the source/channel.

Q: Where can I check to see what records are coming up for expiry?
A: You can view a CRMA dashboard here.

Q: Will I still get an email when records are due to expire like I did in the old Prospect Manager?
A: No. You can now view the information via a CRMA dashboard here whenever you want to.

Q: What rules apply to the expiries process?
A: The following rules are applied:
1. If the Prospect is part of a household that contains at least one active Client, then we will NEVER expire them. This must be a household recorded in Salesforce not a related contact. Note that only the Primary household is looked at, not secondary ones.
2. If the Prospect is associated with an active Trust then we will NEVER expire them (the relationship needs to show in Salesforce).
3. If the Prospect has an SJP or SJPP email address as their personal or work email fields then we will NEVER expire them.
4. If the Prospect has an Advice record with a Status of 'Business Review in Progress'; 'Approved - Proceed to Application'; 'Returned'; or 'Reopened for Business Submission' then we will NEVER expire them.
5. If the Prospect is subscribed to receive E-Briefing emails (and there is a valid E-Briefing account of their Partner/Practice) then we will NEVER expire them. Please note that the record needs to be subscribed a minimum of the day before the expiry date i.e.: if the record is showing as due to expire on 4 December 2024, the subscription needs to be added by 3 December 2024 at the latest. If the subscription is added on 4 December before 17:00 it will still expire overnight.
6. Any prospects with "Is Policy Services" ticked  will not expire - do note that these records should then be updated to be non-fed Client record types.

If none of the above are relevant, then a Prospect record will expire 6 months after either:
a.    the Last Contact Date* 
b.    the last click on a Content Marketplace email
c.    the last future dated meeting
d.    the last start date of any Salesforce campaign the prospect is a member of
e.    the creation date of an Opportunity record
f.     the date of a Task type of “Invite to future Event”

*If there are multiple Prospects in the primary household (with NO Clients) then we will use the LATEST Last Contact Date for ANY Prospect in that household to determine expiry for all Prospects in the household.

If the record has any mortgage or protection products with us, then they should be held with a record type of 'Client (Non-SJP Fed)' within Salesforce, and the above expiry approach will therefore not apply. 

Q: What happens when a Prospect record is expired?
A: When a Prospect record is expired, you will lose visibility of it within Salesforce as it will then be associated with a central agency code. However, all activity is retained on this record and so if, at a later date, the Prospect wishes to re-engage with you then this activity has not been lost. If you wish to regain access to the record that you will need to re-run the Prospect back through the system, ensuring the details entered are the same as the previous record (i.e.: name is spelt the same etc.) to prevent duplicate records being created.

Q: What can I do to prevent a record from expiring?
A: To ensure your records are not automatically expired, you need to evidence engagement with them – to show that you are nurturing the Prospect and hopefully moving them through their journey to becoming a client. 

Q: What type of recorded activity updates the 'Last Contact Date' in Salesforce?
A: The Last Contact Date is automatically updated in Salesforce by the following:
1.    Completed Tasks with Type:
o    LinkedIn Direct Message – Inbound
o    Gift
o    Letter
o    Suitability Letter
o    Letter Received
2.    Calls with ‘Purpose of the Call’ as:
o    New
o    Call Back
o    Confirmation
o    Book meeting
o    Offer a Review
o    LOA
3.    Calls with ‘Outcome' as:
o    Meeting Booked
o    Permission Granted
o    Further Info Sent
o    Confirmed Meeting
o    Rebook Meeting
o    Call Back
4.    Inbound emails from the Prospect - please note that in order for this to update the Last Contact Date the email needs to be logged against the Prospect's Contact record and not the Account. See here for more information.
5.    Completed meetings
6.    Event Campaigns (when an invitation has been automatically sent)

Please note: during the initial phase, we have extended the expiries logic to include ALL Task Types in Salesforce that are Completed or Closed for expiries. This will be reviewed over time and may change.

Q: The last contact date has updated but not the expiry date?
A: The last contact date updates in Salesforce in real time. The expiry date is calculated overnight and will update in Salesforce the following day.

Q: How can I prevent a mortgage or protection only prospect record from Expiring?
A: When a prospect invests in a core SJP product after the plan issues it converts the Salesforce prospect record to an SJP Fed client record.
When working with a mortgage/protection only prospect this automatic conversion won’t happen.  You will need to manually convert the prospect record to a Non SJP Fed client record when the mortgage completes/protection issues to avoid expiration.
To manually convert the record, you can select the top right hand arrow on the record and you will see an option to convert in the drop down list.

Q: Can I view a list of records that have already expired?
A: You won't be able to see those who have already expired as you don't have access to those records (as was the case in the old Prospect Manager).

Q: When did the expiries process start in Salesforce?
A: The process commenced from 1 May 2024. This means that for the majority of Prospect records, as of the 1st May, they will expire 6 months after the last recorded engagement within Salesforce.  Records originating from LinkedIn activity (excluding advertising) and 3rd Party Purchased data began to expire from 1 February 2024. 

Matching and results

Q: Is it smarter than the old Prospect Manager in the way it matches to existing Clients/Prospects? i.e. not just address based?
A: Yes, Salesforce is capable of checking against multiple email addresses, phone number fields, LinkedIn profile as well as work and home addresses.

Q: How will I know if a Prospect has been allocated to another Partner/taken from me?
A: You will receive an email notifying you that this has occurred as well as a notification within Salesforce.

Q: Can PSS receive the email notifications instead?
A: For Prospect uploads, the notification will be sent to the individual who completed the upload. And for record transfers, the Partner named on the record will be emailed.

Q: I have created a record in error, what should I do?
A: You are able to mark the record as 'Inactive' yourself within Salesforce. You do not need to contact the Service Desk to delete the record.

MI & reporting

Q: Where can I check to see what records are coming up for expiry?
A: You can view a CRMA dashboard here.

Q: Will I still get an email when records are due to expire like I did in the old Prospect Manager?
A: No. You can now view the information via a CRMA dashboard here whenever you want to.

Q: Where do I view the new Prospect/s I have created?
A: You can find a list of all Prospects successfully created, sorted by creation date here.

Ongoing management

Q: How do the Prospect stages work in Salesforce?
A: One of the changes as part of this work is to add in stages of a prospect lifecycle. The very first stage is a 'New Lead' which is where minimal information is held on the individual, they then progress to various stages as the record gets enriched with data and meetings etc are booked in.  Through to becoming a Client at the final stage when business written. The status can be manually updated by you (you can skip stages if you wish) to suit how you want to define your Prospects stages. You can then gain valuable MI as to how long prospects are in various stages etc. to help inform your ongoing marketing strategy.

Q: Will there be a limit on the number of prospects I can hold in Salesforce?
A: No. However we strongly recommend that you keep this number to a limit that you are able to mange and effectively action within a timely manner rather than holding onto records.

Q: Is there a limit of how many records I can bulk upload?
A: Yes, there is a limit of 10k records in per bulk upload.
 
Q: My bulk upload looks like is hasn’t worked. What do I need to do?
A: The bulk upload process has two parts to it.

The first part is uploading the data to allow the system to do validation checks to ensure your data has been inputted correctly. You will receive an email if there are any errors on the validation checks and you can re-submit it again once any errors have been corrected.

The second part is to then submit the successfully uploaded data for duplicate checking. You do this by selecting ‘Start job’ on the top right of the bulk upload screen. Only then, once this job has completed, you will then see how many new records were created, how many were potential/exact matches etc.

The most common issue faced in bulk uploading relates to not completing the second part of the process. If your issue is not related to the above, then please contact the Salesforce team for technical support via the methods listed at the bottom of this page.

Q: The error email I received after submitting a bulk upload says I do not have the required permissions?
A: You need to view the attached file on the email itself and this does not require permissions. 

Q: Will Salesforce still have an 'expiry date' where the Prospect is no longer ring-fenced, the same as Prospect Manager?
A: Yes, this expiry approach still exists. 


Q: How do I remove records that I no longer require?
A: You can update the Prospect status to be 'Inactive' in Salesforce.
 

Q: What fields are mandatory in a bulk upload file?
A:
  • Prospect Bulk Upload Job Name (column A)
  • Agency code (column B)
  • First name and last name (columns D and E)
  • Source and Channel channels (columns F-G/H)
  • Lead or Partner Initiated (column I)
  • At least one of either Email, address or telephone. (If address type is business, then business name is mandatory; if LinkedIn is a source, then business name and LinkedIn URL becomes mandatory too)
Some sources have a dependency on them. For example if the source is LinkedIn, then the Initiated column can only be Partner (and not Lead). The example file on the bulk uploads screen can help you identify these.

Q: What are the Partner/Lead initiated combinations allowed when doing a bulk upload with Source and Channel?
A: The below options show you which sources and channels can be Lead initiated or Partner initiation (or either one):
 
Source Channel Lead Initiated Partner Initiated
Affinity Marketing Affinity Marketing y  
Direct Contact Walk-in y  
Direct Contact Email y  
Direct Contact Phone-in y  
Event Client event y  
Event Seminar y  
Event Webinar y  
Event Financial Wellbeing y  
IFA Acquisition Business Purchase   y
LinkedIn Advertising y  
LinkedIn InMail   y
LinkedIn Introductions   y
LinkedIn Research   y
Networking BNI y y
Networking 4Networking y y
Networking Chamber of Commerce y y
Networking Local business event y y
Networking Other networking y y
Other Other y y
Paid Advertising Digital PPC y  
Paid Advertising Digital Social y  
Paid Advertising TV National Brand Campaign y  
Paid Advertising Radio National Brand Campaign y  
Paid Advertising Sky Arts National Brand Campaign y  
Paid Advertising Social National Brand Campaign y  
Paid Advertising Other National Brand Campaign y  
Paid Advertising Outdoor y  
Paid Advertising Print y  
Paid Advertising Radio y  
Partnerships Corporate y  
Partnerships Introducer (paid) y  
Partnerships Accountant - Professional Connection y  
Partnerships Insurance Broker - Professional Connection y  
Partnerships Mortgage Broker - Professional Connection y  
Partnerships Solicitor - Professional Connection y  
Partnerships Other - Professional Connection y  
Purchased Enquiry Solutions   y
Purchased Lead Tech   y
Purchased Performance Leads   y
Purchased Professional Leads   y
Purchased Inzuzo   y
Purchased Selectabase   y
Purchased Proconnect Marketing   y
Purchased My Future Planning   y
Purchased Other Purchased   y
Referral Your personal network y y
Referral From Client (acquaintance) y y
Referral From Client (Colleague) y y
Referral From Client (Family) y y
Referral From Employee y y
Referral From Other Partner/Practice y y
Review Sites Google My Business y  
Review Sites Trustpilot y  
Review Sites VouchedFor y  
Social Media (Organic) Facebook y  
Social Media (Organic) Instagram y  
Social Media (Organic) TikTok y  
Social Media (Organic) Twitter y  
Social Media (Organic) YouTube y  
Social Media (Organic) Other y  
Sponsorship Cricket y  
Sponsorship Rugby y  
Sponsorship Equestrian y  
Sponsorship Football y  
Sponsorship Golf y  
Sponsorship Local Business Awards y  
Sponsorship Other Non-Sport y  
Sponsorship Other Sport y  
Website Partner/Practice Website y  
Website SJP Corporate Website/Find An Adviser y  

 

Data migration

Q: When you migrated the data from the old Prospect Manager, if the record was already in Salesforce, will it have matched to the same record, rather than create a duplicate?
A: Yes, if there was sufficient matching data in Prospect Manager and Salesforce. It will realise there is a match, and no duplicate record will be created. However, if the record in Prospect Manger was recorded under a work address for example and the record in Salesforce is under a home address with no work address, this obviously wouldn't be able to tell these are the same records and a duplicate would have been created.

Q: Will our existing Prospects and/or Lead records in Salesforce have be switched to the new Prospect stages so we can follow their journey through?
A: Yes - the new Prospect stages haven been added to all current Prospect records in Salesforce - the default stage is 'New'. You can manually adjust these stages to what you feel is appropriate.

Q: How do I remove records that were migrated that are either duplicates of existing records or I no longer want?
A: You can mark the records as 'Inactive'.

Q: I think there are records that are missing/not migrated, what do I do?
A: Contact the Salesforce support desk with the details of the records that are missing.

Q: What has happened with any existing records for 'Corporate ringfencing' that were previously in place in the old Prospect Manager?
A: The current exclusion list from Prospect Manager has been migrated across and an automated process ensures that  any Prospects created for the companies that are on the 'Corporate ringfence' list by another Practice will be inactivated.

Help and support

Q: Who do I contact if I need help?
A: You can use the following options for support:
  • Salesforce Live Chat via the Intranet @Chat tab
  • Salesforce Support team via telephone 0345 072 1999
  • Salesforce Service Desk via email salesforceservicedesk@sjp.co.uk
  • Raise a Service Now ticket
If you have any issues with regards to records that have been transferred away from you or you were trying to create that the system won’t allow, please contact the Partner involved in the first instance. If that is not successful, then contact your Business Partner.
 
For wider discussions around your Marketing activities/Prospecting approach/ adoption in your Practice, you can speak with your SJP Marketing Consultant or your Business Partner.

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