Custom ECRM List Views

The agent and BOD person should complete these list views

ECRM Service Task List Views

The default view of Service Tasks does not give enough information to work the BOD activities efficiently. We batch our list into several smaller lists so that we can hammer through them quickly.

Follow the steps and pictures below to set up the recommended list views.

In each list, for the Custom Fields, these are the selected Fields we recommend (in order):

Status

Due Date

Name – Last, First

Subject

Product Description

Policy/Account

Assigned To

Keep in mind that Corporate may change the way these tasks are sent through to ECRM (with new words in the Subject lines), so be sure to review the Master List to ensure everything is getting worked.

MASTER BOD

Clone the default Service Task list, and rename it MASTER BOD. It gets everything and should be worked down to 0 every day. The agent typically will spot check this list to know that the sublists have been worked.

Filters
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE

Clone this Custom List View to make the
rest of the Lists on this page.

BOD Issued & Mailed

This list is every P&C new application or change that has been processed.

Filters:
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE
Task Type equals Service
Subject contains Issued and Mailed

BOD Forms

This list reminds you to track down signature forms.

Filters:
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE
Subject contains Supporting Doc, remote, esignature, Good Student, Steer, FORMS, Consent Reminder

BOD Payments

This list reminds you to track down payments.

Filters:
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE
Subject contains Lapse, Expiration Notice, Financial, Past Due, Account Close, Cancellation, SF Billing, Warning, BILLING:, not paid, unpaid, 3rd Party Payor

BOD Address Changes

This list has tasks that result from address changes. It is an optional list to remind you to verify that ALL policies in the household should have address changes submitted. CCC will sometimes only submit the address change for 1 policy.

Filters:
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE
Subject contains address change, change of address

BOD Close Automatically

This list has tasks that can be closed automatically. Double check with your agent if there is anything they want to review.

Filters:
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE

Subject contains out of force, Address Change, Change of Address, Good Driving Discount Added, Rewrite, HCP, NOPI, Review by

Subject contains Premium Increased Due to STAR Level Change, Renewable Added, Account Closed – Transferred, Verified Annual Mileage, Remains Open

Filter Logic 1 AND 2 AND 3 AND (4 OR 5)

*You may want to delete “Address Change” and “Change of Address” if you are going to work the optional Address Change List View*

BOD Notify Agent

This list has tasks that the agent should review

Filters:
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE
Subject contains persistency, not accepted, driver, coverage, change of vehicle, This Policy will be Dropped, Caution Letter

Task Originator equals CCC Service, Internet

Filter Logic 1 AND 2 AND 3 AND (4 OR 5)

This list view is NOT perfect, but it gets a lot of good stuff!

BOD Investigate Further

This list has tasks that should be looked into. A discount fell off or a rate increased significantly.

Filters:
Due Date less or equal TODAY
Task Record Type equals Task
Closed equals FALSE
Subject contains Discount Removed, Multi-Line Discount Decreased, Premium Increase, request cancellation, VIN Validation, policyholder cancellation, Review/Resume, unassigned

BOD Sales Opportunities

This list has tasks that should be reviewed for Sales opportunities.

Filters:
Due Date eless or equal TODAY
Task Record Type equals Task
Closed equals FALSE
Subject contains Premium Decrease, Policy May Be Eligible for Mutual, Qualifying Driver is Turning 21, Multi-Line Discount Removed, Age of Principal or Assigned Driver, Guaranteed Insurability Option, discount increased