Client Overview
American Inheritance Group (AIG) is a licensed and insured Class A private investigations company specializing in the location and recovery of lost and/or inherited assets for individuals, estates, trusts, and businesses nationwide. With a focus on efficiency and precision, AIG needed a robust CRM system to manage their lead generation, client relationships, and asset recovery processes.
Business Challenges
AIG faced several challenges in their operations:
- Lead Management: AIG required a system to efficiently manage leads, including mass uploads of data, filtering based on asset value, and tracking leads from various states with unique protocols.
- Contact Management: The ability to track data, relationships, and documents related to both claimants and non-claimants was critical.
- Opportunity Management: AIG needed a structured process to manage engagements once they were confident in recovering assets for clients.
- Expense Tracking: Managing and tracking expenses, including those related to notaries, attorneys, and other vendors, was essential for accurate billing and internal reporting.
- Activity Management: AIG needed to streamline tracking activities related to engagements, such as calls, emails, and tasks, to ensure nothing fell through the cracks.
- Asset Pursuing: Tracking assets being pursued and linking them to specific engagements was necessary for a clear overview of ongoing efforts.
Solution Overview
To address these challenges, Minlopro implemented Salesforce Sales Cloud, customized to fit AIG’s specific needs.
- Lead Management
-Custom Lead Qualification Process: Salesforce was configured to manage leads efficiently, allowing mass uploads and enabling a detailed filtration process. This included filtering leads based on asset value and type, and splitting lists by asset range for internal triage.
-Data Integrity and Filtration: Before uploading leads into Salesforce, AIG reviews a master list to eliminate old or already claimed properties. Salesforce was customized to support this process while ensuring that only new and relevant leads are worked on.
- Contact Management
–Person Accounts Enabled: To track claimants and non-claimants effectively, Salesforce’s Person Account functionality was enabled. This allowed AIG to manage individual relationships and documents related to asset recovery.
-Custom Fields and Record Types: Salesforce was customized with up to 20 custom fields and two record types (Claimant and Non-Claimant) to ensure all necessary data points were captured and managed efficiently.
- Opportunity Management
-Structured Engagement Process: Salesforce was tailored to manage the engagement process once AIG was confident in asset recovery. This included creating custom fields and record types to track each engagement’s unique details.
-Sales Process Customization: A single sales process was defined within Salesforce, ensuring a consistent approach across all engagements.
- Expense Tracking
-Custom Object for Expense Management: A custom object was created within Salesforce to track expenses related to engagements. This included tracking vendor expenses (e.g., notaries, attorneys) and deciding which expenses to charge back to the client.
-Internal Reporting: Salesforce was customized to generate reports on expenses, providing AIG with clear insights into their cost management.
- Activity Management
-Standard Activity Management: Salesforce’s standard activity management features were utilized to track all activities related to engagements, including emails, calls, and tasks. This ensured comprehensive tracking and follow-up on all client interactions.
-Email Integration: Salesforce was integrated with AIG’s email system, allowing seamless communication tracking directly within the CRM.
- Asset Pursuing
-Tracking Assets Against Engagements: Salesforce was customized to track assets being pursued and link them to specific engagements. This provided AIG with a clear overview of ongoing asset recovery efforts.
Implementation Process
The implementation process involved several key steps:
- Understanding the Client’s Business: Minlopro conducted a thorough analysis of AIG’s business, sales processes, and pain points. This included mapping out their sales processes from lead generation to opportunity management and closing deals.
- User Requirements Gathering: Key stakeholders, including sales managers and executives, were involved in discussing their specific needs and expectations from the Salesforce implementation. This ensured that the solution was tailored to AIG’s unique requirements.
- Data Migration: AIG’s existing data, including spreadsheets and legacy CRM data, was assessed for quality and migrated into Salesforce. Data cleansing and deduplication strategies were also implemented to ensure data integrity.
- Adoption and Training: AIG’s readiness for change was evaluated, and a comprehensive training plan was developed. This included documentation, user training sessions, and identifying champions within AIG to drive adoption.
- Defining Success Metrics: Clear success metrics and key performance indicators (KPIs) were established in alignment with AIG’s goals. Salesforce was configured to track and report on these metrics to measure the implementation’s success.
Results
With Salesforce Sales Cloud in place, AIG streamlined their lead management, improved contact and opportunity tracking, and gained better control over expense tracking. The solution provided AIG with the tools they needed to efficiently manage their asset recovery processes, leading to increased productivity and more successful recoveries for their clients.
Conclusion
Minlopro’s implementation of Salesforce Sales Cloud enabled American Inheritance Group to overcome their operational challenges and achieve their goals. The customized solution provided AIG with the structure and efficiency needed to manage their complex processes and continue delivering exceptional service to their clients.
