Blog

This patch is a pretty big one, as it reworks the entire leads section. The way this section works will become the template for others including Policies, etc in the future. For now we are looking for feedback on the new interface changes.

Leads

•  Theory
  • The idea now is that you choose what you want to see. Even if you are searching for something, you must select the columns you want, we will no longer autopopulate related columns as they may not be relevant to your search. The new column builder is very easy to use and update. You can search by pretty much anything and the system will recognize which tables need to be joined. We have optimized both the select and the join statements to only include what is needed. This has increased performance significantly and reduces server load and delays to pushing data to the client. The joins work based off of both your search parameters as well as your columns selected. We are considering to add appointments, policies, callbacks and favorites into this section which would make it work more like a form builder than anything else.
• Columns
  • The column builder has been completely reworked from the multi-checkbox method that was dependent on the lead_columns meta, and is now based off of internal model data. This is going to be our new template going forward.
  • The column builder will show you a list of tags, with alternating colors for each. Each letter of the alphabet is sorted by a different color in a staggered pattern. We may remove this or revise it if it seems like too much information or it is too messy. We have experimented with gradients and solid colors and felt this was the best visually so far.
  • The column tags are ordered alphabetically. On a standard screen you can see almost all of the tags immediately.
  • You can filter tags by typing in the filter box. If you type a single letter it will filter to only those tags that start with that letter. More than one letters will search the entire word for the presence of those letters.
  • Clicking add all will add all tags to the selected columns
    • If you have filtered tags, it will only add the tags currently filtered.
  • Clicking remove all will remove all columns from the selected columns
  • If no tags are selected, the leads section will default to a preset query setting.
  • You can click on a tag to add it to the selected columns.
  • You can click on a tag in the selected columns to remove it from that section.
  • You can drag a tag to add it to the selected columns.
  • You can drag a tag in the selected columns to reorder the position in which it appears from left to right in the table.
• Exports
  • Exports will now export exactly what you have selected in the column builder.
• Filter Menus
  • Filter menus now save wether they are open or not on refresh, as well as which tab you where on. This way you can navigate away without having to reopen the filter menu.
• Grouping Options
  • You can now choose to group your data by Notes or Dependents. This will allow you to see each Dependent and Note on a lead. Otherwise it will not be grouped and only show one note or dependent. There are some aggregate columns that have been added so you can get total notes and total dependents if desired.  These can be found in the new column builder.
  • If you group by notes and select the “notes” field, which is a total count of notes, the count will be 1, since you are looking at each individual note. Removing the Group option will show the total notes on that lead. This works the same for CSR Requests, which will give you a total amount of CSR Requests. We will add more aggregate fields in the future.
  • There is a tooltip to explain grouping options if you click the grouping options text.
• Filter Multi-checkboxes
  • Every multi-check box that has more than 11 elements in it will automatically have a input at the top that allows you to filter by simply typing. No more scrolling looking for lead vendors! The search tries to match any pattern of text you put in wether it is at the beginning or end. Typing in a single entry will only search for the first letter of each word, which is handy if you just want to see one letter of the alphabet, not every option with that letter in it.
  • Scrollbars have been removed for checkboxes with 11 items.
• Sorting
  • Sorting now has a click component where you can click the header of the table to alternate between sorting ascending or descending. There is an icon that lets you know what it is currently sorted by. This automatically changes the order and sort parameters and refreshes the query.
• Custom Fields
  • Custom fields can now be searched through. We are working on a way to display JSON Data for Multi-checkboxes properly. The query portion works and you will see a list of ID’s related to it if you select a multi-checkbox column.
• Lead ID Column
  • The Lead ID column has been fixed a bit to make sure it stays in place and looks more uniform. The button has also been updated to our fontawesome iconset over the old glyphicons which are being phased out.
• Marketing Fields
  • Added marketing fields to Lead section that were missing including tracking_id, campaign_id, page, referrer and ip_address.
• CSR and Notes
  • Standardized format for displaying these fields as well as their respective search filters.
  • Removed CSR Date Modified (it’s the same as Note Modified)
• Medical Levelz
  • Was displaying in the list but search wasn’t working. Fixed now.
• Medicare
  • Date searches for Part A and B now added.
• Other fields
  • The following fields have been added and searchable
    • Gender
• Radio Buttons
  • Some radio buttons where removed and replaced with normal checkboxes. Options have been simplified for Notes and CSR’s
• Touchpoints
  • Touchpoints only show aggregate data, and more aggregate data has been added in the column builder.
• Disable while Loading
  • You can no longer click again while waiting for something to load. This could cause issues and overwritten results with click happy people. Sorry!

Filter Templates

Filter templates are a new thing! Currently they only work with the leads section but here is what you can do with them.

• Save Filter
  • When you press Save filter you will be presented with a popup to save the current filter. At minimum you must provide a name. You can use the description field to give yourself some notes as to what it is meant to do.
  • Managers or higher can opt to set the search as global or personal.
    • They can also turn global searches into personal searches. Be careful!
  • Anyone below manager level can only create personal searches, but they can load global ones! They cannot edit global ones.
  • To delete a filter you can check the Delete this filter checkbox when editing it.
• Load Filter
  • When you select a filter and press the load filter button it will immediatly set the columns session to the columns found in the Filter template and then refresh the screen with the desired parameters.

Exports

• Exports now bring up a popup that asks if you want to export all, or just the current columns displayed.  The export PHI checkbox has been moved to this area as well and removed from the search bar.
• You can also choose to export all results here by default, or just the limit imposed in the search bar as well as change the limit right there.
• With limited columns, you can now export up to 100,000 leads at a time if needed.

Commissions Received

We made some changes to this section per request and greater understanding of the process we are jumping into with commissions.

• Added the following fields
• chargeback_id
  • This is a reference to another commissions received row in which the chargeback was related to so we can calculate the loss.
• trueup_id
  • This is in reference to another commissions partial payment received so we can calculate if there is any remaining balance.
• type_id
  • You can now select a commission entry type from the following types:
    • Residual
    • Partial
    • Trueup
    • Final
    • Advance
    • Chargeback
    • First
    • Full
  • These types may be used in the future for reconciliations or commissions calculations as well as auditing.

Data Settings

• Treat Ancillary Products as Ancillary Policies
  • This is a global account setting that will be worked into all reports and statistics in the system regarding primary and ancilary.
  • Currently some of the system calculated ancillary and primary by the product type. The dashboard was recently modified to split them by Primary ID(a feature from patch 6.2.10) This option now affects the dashboard if set. The rest of the system will be set up later to use the same method for splitting primary and ancillary. By default it will be based on primary_id alone but you can still choose to opt primary policy ancillary products as ancillary if you like.
  • The reason this was done is because it could cause confusion for some people who do not consider standalone ancillary products as primary policies.
• Disable Exports
  • You can now disable exports in the options menu. This will stop all exports from working in the system. Any attempts will be recorded and will be marked as superadmin-lock for the file name and show 0 records.
  • There is a Omni user setting for this reserved for system administrators at Esotech. If you see omni-lock this means that we have detected suspicious activity and temporarily disabled your exports. You can only fix this by calling us and resolving the issue. This allows us to protect you from runaway managers, partners or anyone else that you had given admin or higher access too and can take off with your data.

Embedded Products

You can now embed products with fixed premiums and enrollment fees to go alongside a primary product. These will be set as ancillary automatically to the product being quoted. If you are using this just to track products that already have their price bundled in, then you can leave the premium blank. All other data from the primary policy will be copied (only on creation) to the rest of the ancillary products. This includes billing information and dates as well as the agent sold, etc. This is useful to use with the new Auto Quote / Verify / Submit settings as you can have the product added at any point of the sales process, and then it can keep in sync with the primary.

Auto Quote / Verify / Submit Ancillary Policies

It is now possible to select, per product, that any ancillary products get automatically quoted, verified or submitted along with the primary policy.

This makes it so that the ancillary products stay in sync with the primary, and so the agent only has to quote, verify or submit the primary policy and avoid clicking the buttons on the rest of the ancillaries. This is especially useful for products with 2 or 3 ancillaries.

Send Relays

Now supported in the following sections

• Appointments
• Callbacks
• Favorites
• Relays Logs
• Vendors Logs
• Mailer Logs

Policy Calculations Section

All policy calculations (except marketplace) have been moved to the Calculations section just under the Primary Policy Data. This section can be hidden, as well as any calculation fields that show up by going to Options -> Dialer -> Hide Policy Fields

We have added the following calculations to work with the new Primary / Ancillary Policy system.

• Total Monthly w/ Ancillary
• Total Initial w/ Ancillary
• Total Ancillary Policies
• Total Ancillary Premiums
• Total Ancillary Enrollment Fees
• Total Ancillary Admin Fees

This will help to make sure all your policies equal out. It works well with the embedded policies feature. It will allow your agents to make sure, if premiums are included in a Primary, that the math adds out to the total amount if ancillaries also have a premium set. You can still opt to put the premium information as blank just to track total ancillaries sold, but if you are able to also mark the premiums then you will get accurate reporting on where your premiums are coming from, broken down.

Action Logs

• Fixed an issue where Manual Insert (new leads) where not inserting an initial status making it impossible to untrash, undnc or unconvert if the first action was not a convertion, trash or dnc status. We are now logging this information correctly.
• Made sure that policies created by automation have an initial status logged in the system for similar reasons.

Admin Dashboard Changes

Now shows Primary and Ancillary Totals and Calculations for Period as well as In Range.

Moved In Range to the side next to All Range calculations.

Moved Leads totals to it’s own row.

Validations

You can now set the following Validation rules per product and per step in the sales process

• Minimum Contact Age
• Maximum Contact Age
• Minimum Dependent Age
• Maximum Dependent Age

Emoji Support

You can now customize fields with Emoji’s! Add Emoji’s to your status descriptions to make them stand out for your agents!

• 👀👌👀👌👀👌👀👌👀 good shit go౦ԁ sH*t👌 thats ✔ some good👌👌sh*t right👌👌there👌👌👌 right✔there ✔✔if i do ƽaү so my self 💯 i say so 💯 thats what im talking about right there right there (chorus: ʳᶦᵍʰᵗ ᵗʰᵉʳᵉ) mMMMMᎷМ💯 👌👌 👌НO0ОଠOOOOOОଠଠOoooᵒᵒᵒᵒᵒᵒᵒᵒᵒ👌 👌👌 👌 💯 👌 👀 👀 👀 👌👌Good sh*t

Lead Status Converson

Lead Statuses can now be customized to Convert on any status, including custom statuses. The unconvert button will remove the conversion but not change the status unless.

Nested Quote Tool Links

• You can now group your quote tools by “Group” which will show as a Dropdown. Icons have been added to links to show wether they are global or custom. Global shows as a lock icon, and custom shows as a box with an arrow in it. Groups will show with a dropdown button. Both Custom and Global links can be organized into groups. Groups are Case Sensitive, so please make sure to use the same cases!

Custom Statuses

• Custom statuses can now be filtered by Vendor. So you can show certain statuses for only certain vendor leads. If vendor filters are set the custom status will not show up on the form for “New Contacts”.

Custom Fields

Custom Fields allow you to add extra fields not in the primary tables of TLDCRM. You can choose a type of field, section it will show in, and specific filters depending on if it is a lead or policy field to show or hide. This is useful for gathering specific information you don’t normally need, or for adding additional fields for certain campaigns. Fields always show at the bottom of a selected section. The order can be changed by dragging and dropping a field above one another. Fields types set to “Select” or “Multi-checkbox” require a source table to pull data from. All possible sources are shown in the dropdown.

• Field Type
  • Various different types of fields are supported. Currently “file” and “image” do not work. Will be implemented at a later date.
• Field Name
  • Must be lowercase and use underscores instead of spaces. The system will take care of this for you.
• Field Label
  • How the field shows up on the Dialer form.
• Field Source (For multi-checkbox and Select Menus)
• Vendor Filter
  • Makes the custom field only show on certain vendors. If set will not show on “New” leads. But will show on auto generated leads from inbounds if it is configured ot that vendor.

Coming Soon: Search and Export custom fields.

Product Validation

• Fixed an issue where “Copy From” was not working.
• You can now check off what State a product is allowed to be sold in.
• You can also require that the Agent be licensed in that State for Conversion, Validation or Submission under Options config. You can update agent licenses in the User configuration panel.

New Lead Fields

• Middle Name
• Email2

These fields can be disabled under Options -> Dialer -> Hide Lead Fields

New Dependent Fields

• Middle Name

Product Filter Change

• For ease of use, the Carrier now shows next to the product in Policies section as well as the uploader.

Uploader / Lead Post Changes

• You can now upload policies in the Lead Uploader.
  • Policy fields that require an ID number in the system will prompt for you to map the possible data found in the document to system fields.
  • As you map the fields it will remember what you mapped per vendor. However, if your CSV file has data that hasn’t been mapped it will not let you proceed until you map it.
  • If you do not map a Carrier and Product at minimum, policies will not be saved so you cannot process the upload.
  • If certain rows have missing Carrier or Product it will not save that policy but will still upload the lead. An error will show on the uploader page.
  • Black fields do not need to be mapped.
• We have added the ability to send date information in posts and the uploader as well so you can set fields like Date Created, Date Converted and more.
• You can assign users with your posts (numeric only) or via mapping the fields (uploader only)
  • Technically, if you have a mapping saved for a vendor, and the data is the same from the post source, it will use that map to process the data. So if you have mapped AgentFirst, Agent Last to an agent in the system, and you pass in AgentFirst, AgentLast via post, it will map out to the Agent’s ID. This may be more complicated and require a call to support to setup.
• You can now technically upload multiple vendors under one mapping in the Uploader by passing the Vendor ID field. Vendor ID Field will require a map.
• Lead Uploader Status got a Rework. You can now see more detailed information as to what’s happened to the uploads as they go, including links to open the leads and even how many policies, notes or dependents where added or attempted to add and which where successful.
• Notes got some attention too! You can now upload CSR request notes, as well as modify all the different information within a note including dates.

User Licenses

You can now add User License information for Health and Life into the CRM.

• This can be found by Editing a user and pressing the Licenses Tab.
• You can set the License Number, State, Date Originally Effective and Date Renewed.
• You can also attach a file to the license.
• You can edit the licenses and even reattach files in the table provided. Just make sure to press the blue save button when you edit a license.

Health Insurance Innovations (HII)

• We have almost completed our TLD / HII Integration Quote and Processing Tool.
• There are now special fields for HII when editing HII Products.
• There are now special fields for HII under Third Party when editing users.
• There is a HII Config Panel in Options, currently hidden, that will provide details how to integrate.
• The Integration will allow you to quote directly from the CRM, without having to manage links, or go to any different websites to fully quote, submit and verify your policies.
• It will even take care of Add Ons and linking them to Primary Policies.

Documents

• Documents now preserve a 2nd set of references and ID’s.
  • examples:
    • Policy documents now have lead as the other_reference and the lead ID attached. This is for future use. Documents will be updated accordingly.
    • User Licenses have the user and user id as the other_reference and other_id.
• Documents now allow for duplicate file entries.
  • duplicates will be appended with -duplicate-timestamp
    • ex:
      • file1.png
      • file1-duplicate-12234543.png

More Hidden Fields

• You can hide even more fields from the Dialer now in the Options section.

Templates

• Added Logic tags to Templates.
• Added more standardized Fields to Templates.

Bugfixes

• Fixed issue in Product section where filtering for visible or hidden wasn’t working properly.

Scripts and Rebuttals

• You can now toggle on Scripts and Rebuttals for Policies. They will show up under the Save Button in every policy.
• You can find the setting in Options -> Dialer -> Script and Rebuttals on Policies
• Scripts and Rebuttals on Policies will auto fill policy information as well as lead using the fields shown in Templates.

Templates

• Updated to show all Lead and Policy fields.
  • *Fields match what is exported.

Primary Policies

• In order to solve the issue of bundled and add on plans, we have now made it possible to set a Primary Policy on a Policy.
  • This will allow you to select the primary policy based on any other policy on the contact that does not itself have a primary policy.
  • Searches have been added to look for Primary Policies as well as Ancillary policies.
  • Searches have been added to find Policies with Ancillary policies attached.
  • This is not to be confused with Primary and Ancillary Plans. Plans are a product level categorization that can still be used to search.
  • More will be coming on the use of this new feature as we modify reports and other sections of the system to take it into account.
• Search filters have been added to find Add on / Ancillary Policies
• UI in Dialer has been updated to show if the product is Ancillary or Primary (x Ancillary) in the top right tab.
• Info section in Dialer has been updated to show if it is a Primary or Ancillary and the related ID’s
• Exports for Policies will show Ancillary count when searching for primaries or ancillaries.

Policies Filters

• “Others” section
  • This section allows you to search by “Other” policies connected to the same contact.
    • This is useful for looking at policies sold alongside other policies. You can filter by plan, product status and more.

Callbacks

• Callbacks can now be assigned.
  • You must be a manger or higher, or have the “Assign Callbacks” permission.

Admin Dashboard

• Now shows States in policy lists.

Relay campaigns are now live! This opens up tons of possibilities for manipulating and moving data from the TLD System to dialers, SMS, brokers, buyers and more!

Relay Campaigns

• Mailer Campaigns have been merged into “Campaigns” which now work for both mail and Relays based on the same set of parameters.
• You can choose a Relay to send the data of the lead instead of an email template.
• Relay Queues have been created for the system to pick up relay campaigns when they find qualifying leads for the search.
• Relay Campaigns allow you to filter your leads by particular date criteria as well as other filters like state, vendor, status and more to create robust remarketing campaigns.
• Example Uses of Relay Campaigns:
  • Send Data to a Lead Buyer if you haven’t converted or contacted leads.
  • Send Data to a SMS to Leads or Policies in certain statuses to remind them to renew their policies, contact the company, or send a happy birthday note.
  • Send Data back to your Dialer to call leads you haven’t contacted with a new priority.
  • Send Data back to your Dialer for renewals.
  • Send CSR’s to your Dialer for followup. *requires some more modifications per request
  • Send Callbacks to your Dialer for automated callback followup *requires some more modifications per request
  • Send Data back to your Dialer to call for surveys or check on them at certain intervals after the sale.
  • Send Data back to your Dialer to call for verification, post dates and more.
  • Send Data to a Data Warehouse for storage purposes or reporting.
  • And more! We are looking for feedback on new ideas on how you can use this new system to your benefit!

PHI and PCI Fields

• We implemented a new method to deal with PCI and PHI Data.
• Verifiers and Above have access to PCI and PHI Data on the Dialer Screen. as well as those with the “View PHI Data” and “View PCI Data” respectively.
• Once a Sensitive field has been entered and saved, it will grey out and two icons will appear: edit and delete.
• If a user doesn’t have permission to view this data, it will appear a starred, some fields have 3 or 4 of the last digits showing.
• If a user edits a starred field, it will show a blank box in it’s place, expecting the user to type in a new value. If the user types nothing, it will not save or delete the data.
  • Those who have access will have the field auto filled in so they can just edit it.
• If a user pressed the delete button it will set the greyed out field to blank and remove the data from the edit field.
• Once the delete button has been pressed, you can undo this delete if you have NOT YET SAVED THE LEAD, by pressing the recycle icon. After pressing saved the data will be lost.
• This fix solves the issue of Chrome and other browsers auto filling in passwords when we where hiding the data as a “password” field.

Policies

• The following fields can now be searched as a range.
  • Premium
  • Enrollment Fee
  • Admin Fee
  • Deductible

#MOARFIELDS

New Dependent Fields

Dependents are getting some love! We added a ton of new fields for dependents in this patch that start making dependents feel a lot more like leads. Soon we will have an option to turn a dependent into a lead using the lead or dependents data that has been entered so you can save time creating policies for other peoples dependents should they need them. We will preserve a link to this lead on the dependent as well!

• New Fields
  • Phone
  • Phone Type
  • Phone2
  • Phone2 Type
  • Phone3
  • Phone3 Type
  • Email
  • Email2
  • Medications
  • EMPI
  • MRN
  • Language
  • PCP Name
  • PCP Number
  • PCP ID
  • PCP Office
  • Medicare Claim Number
  • Medicare Part A
  • Medicare Part B
  • Medicaid Number
  • Medicaid Level
  • Enrollment Eligibility
  • Lead Address(means address is same as primary contact)
    • Address
    • Address2
    • City
    • State
    • Zipcode
    • County
    • Country

New Lead Fields

No more sending texts to landlines! You can now select a phone type along with the phone number.

• New Fields
  • Phone Type
  • Phone Type 2
  • Phone Type 3

New Dependent Fields

• Enrollment Eligibility
  • This is to keep a history of what the enrollment eligibility was at the time of the policy.
  • New Enrollment Eligibility Types
    • Underwritten
    • ICEP
      • Initial Coiverage Election Period
    • IEP
      • Initial Election Period

RSVP Events Updates

• Events can now be searched by Zipcode. This disables the search by the leads address information and relies on an internal Zipcode Longitude / Latitude database to find nearby events. It still takes into consideration all other search filters including distance. This should make it easier to find events near a client that does not have or will not give a location.

More Events Changes

• Events now support Daily and Weekly Recurring Events.
  • You will be given the option to choose a time begin and end for both of these events.
  • Weekly Events can be set on a specific day of the week.
    • Create multiple Events for different days, this will preserve reporting abilities.
  • You will be able to choose a date to schedule the person for the event. The calendar will limit itself to the day of the week in the future.
    • The Schedule date will automatically update itself based off the time of the event and the date scheduled.
  • Setting a One time event removes all time and weekday data.
  • Setting a daily or weekly event removes all one time event data.
• Added Attendees, Guests and Total Attendees to Appointments Table.
• Added filter to show Events with Attendees or without.

Notes & CSR’s

• You can now search through notes and CSR’s in the leads section. You do not have to click show notes, the system is smart enough now to know when you are searching for notes and will auto join the notes table and show the data when needed.
• CSR and Note Search fields have been added to the filters.
• *Upcoming: CSR sections will be updated to use lead data instead of policy data which will prevent duplicate CSR’s from showing, or just best guessing the policy in the table.

Leads and Policies Contact and Medicare Filters

Standardized some of these search fields.

• Contacts
  • First Name
  • Last Name
  • Phone
  • Phone2
  • Phone3
  • Email
  • City
  • Zipcode
• Policies
  • Group
  • Terms
  • Current Term
  • Premium
  • Enrollment Fee
  • Admin Fee
  • Deductible
• Medicare
  • Age from Medicare
    • Now has Upper and lower limit (optional)
  • Dependent Age from Medicare
    • Has Upper and lower limit (optional)

Appointments

• Added more filters
• Organized Filters into sections similar to leads section.
• Added Guests field.

Permissions

• Added “Change Cost” to system. Allows users to Change Cost of a lead if needed.

Pending Payments

• Added Plan to filters.
• Added Date Interrupted filter.

Bugfixes

• Fixed issue with Dependents Search