Referral Trak Training

  Our goal to ensure successful implementation and use of the Referral Trak product. We understand that software mastery is critical to the employee buy-in and usage. Our Customer Maintenance & Support program is the tangible proof of this value in action. Our program delivers support and training during the early stages of deployment, and ongoing support after software launch. Our mission is to ensure that we are addressing your needs as they evolve. Our goal is to make Referral Trak a product your organization enjoys using. Referral Trak is easy to use. Richweb can provide follow-up training sessions if required, and Richweb provides outstanding technical support for all of our customers, large and small. Our documentation kit will include customers references that you can speak with. Ask those references about our excellent customer support! Additional Tools & Resources The software also includes role-based training documentation, demos and Frequently Asked Questions, allowing for easy refresher training for existing users, as well as training resources for new employees.

Program Administrator Documentation
Reports Overview
Executive Overview Presentation

7 Steps to Success with Referral Trak Introduction Email

Step 1. Understand what Referral Trak is and what it can do Referral Trak is designed to track the development and retention of several key sales-centric concepts and behaviors within your organization: * improve the customer retention * deepen the amount of business retained by the bank per household * educate employees about the products and services that the bank sells so they all employees and identify new business opportunities Step 2. Determine what kind of sales culture exists at your organization Installing Referral Trak at your organization will not can cannot create a sales culture on its own; the development of a sales culture that meshes with the goals of your organization's leadership is something that must take place along with the Referral Trak implementation. The Referral Trak software and development team is there to support you along the way but it cannot by itself establish the direction. All organizations have unique requirements and unique goals for enhancing and tracking the development of a stronger sales culture. You should identify these goals up front and then work with Richweb to configure Referral Trak so that it can be customized to fit into your organization. If you already have a paper or Excel-based Referral Tracking system then Referral Trak can be plugged in to streamline this process and give you more consistent processes and much more accurate reports. If you do not have an excel or paper based referral tracking system already in place then the process of formalizing the program's design should take place at the same time you are learning about the features and capabilities of Referral Trak. You may want to pilot Referral Trak at a branch or department first to gather information for the purpose of designing your program. Do not attempt to roll out Referral Trak organization wide without a plan in place that is blessed by senior management. Step 3. Get senior management buy-in if you plan to change the current culture. A successful Referral Trak implementation requires that senders of referrals and receivers work together. Select a strong leader(s) to head up the initial roll out and communicate the new expectations with the employees clearly and frequently. You can have a negative situation develop where plenty of referrals are being generated, but if the processors (receivers) of referrals are not updating the system then the feedback loop is not complete. The senders will not be incentivized to send referrals and the program will not be effective. Step 4. Give your incentive program teeth Figure out what kinds of incentives work for your employees. Make sure that incentive requirements are clearly communicated and that in turn employee expectations are met. If employees are paid incentives on a quarterly basis for example, make sure they understand this and are not expecting to get credit for referrals that are not entered or processed until after the quarter ends. When will employees get their incentives ? Monthly ? Quarterly ? Will you incent based on teams or on an individual basis ? Will you use a points program or cash incentives ? If you use points can those points be converted to paid time off ? Remember, different things mean different things to different people. Step 5. Ensure that your lead Program Administrator has time reserved to run the program. A PA is not just a clerical person that is in charge of resetting passwords. The ideal Referral Trak PA is involved in the decision making process of the organization, has the communication skills to interface with both employees and managers and the computer skills to help managers understand what the Referral Trak reports can tell them. Referral Trak reports depend on the quality of the data input into the system so that the reports can answer business questions such as: who is my most consistent source of referrals ? who is my most valuable source of high dollar referrals ? who is best at cross selling new products ? who should I incentivize and how much ? When ? Same questions - at the Branch/Department level Step 6. Insist on using an ongoing training model; Position Referral Trak as a program that benefits the employees directly as part of this training and culture growth. Make sure management understands Referral Trak is not "fire and forget". Its an ongoing process. New employees must be integrated into the new cultures that are developed. Getting accurate answers to these questions from step 5 depends on training employees to take ownership in "their Referral Trak system". Employees need to properly identify new business opportunities and classify the new referrals accordingly and the recipients of the referrals need to process these referrals properly so that the senders get their rewards. If employees view this as "my system" that generates benefits for me the program will run much better than if the system is viewed as just another task or responsibility that "takes time out of my day". Step 7. Monitor your organization's progress and stay updated on Referral Trak new features and new capabilities. Ongoing success with Referral Trak depends upon on ongoing commitment from the Program Administrator and Managers to review reports, and address issues that may pop up such as: * New Employees that are not trained (problematic at organizations with higher levels of employee turn-over) * Existing employees that are not retaining behaviors (such as updating and closing out referrals) Richweb is constantly working on new tools, new reports, and new techniques to improve the Referral Trak software. Attend the winter user group meeting, ask questions, and if you are having a problem, contact Richweb ! We want to hear what is working for you and what is not working. In many instances an issue or problem that one organization is struggling with has already been seen an addressed with another organization and a software feature or option switch is available to help. In other cases a configuration change or methodology adjustment is all that is needed so again, don't be afraid to ask questions -- thats what will make your Referral Trak program work better over the long haul.

6 Common pitfalls to avoid:

1. Configuring too many products; Do not over complicate your initial set of product choices to refer especially if your organization has not had an existing formalized referral system. For example, if you offer 5 different types of a product but the average teller or csr is not trained to differentiate or identify a referral for each of those different types then you should create a generic product in Referral Trak to capture all 5 products into 1. 2. Educate referral senders so that they do not use the "toss it all up on the wall and see what sticks" approach. Referral Trak creates a separate tracked event (referred product or service) for each product that is selected. Employees that click off multiple products in the hopes of getting a greater chance at an incentive payment are doing 2 bad things: cluttering the database and reports, and making more work for the processor of referrals. If the users that are sending referrals are having problems understanding which products to select, or how to identify the customer need and match it with the correct product or product group you have several options that can be used independently or in concert: * use the Quick Referral feature in Referral Trak * provide more training and guidance * make the products more generic 3. Overuse of Incent on Create Employees may be tempted to put it bogus referrals if they get an incentive that is generated when the referral is created. Referral Trak supports this option as it can be a great way to jump start a new program or new product but for established programs we suggest that incentives be paid upon Qualification or Closing (sale was made). 4. Creating too many Program Administrators We suggest having one strong leader be the primary PA, with 1 or perhaps 2 at most in backup. If too many people "share" the duties then the housekeeping and re-training that need to happen from time to time will not get done. Reporting accuracy will suffer first, and then ultimately the program will start to lose effectiveness as the users will tend to use the system in different ways when there is no centralize oversight and policy communication. 5. Do not rush your implementation; but at the same time do not lose your momentum with a slow moving roll-out Referral Trak can be setup in a day or less from a system/it perspective. It is very easy to add products, users, and departments and map them. Typically though a 60 to 90 day process is involved in planning and communicating the roll-out within an organization (scheduling blocks of time for training sessions and getting good attendance is critical). Roll-outs that take longer than this period of time can suffer from a loss of interest and re-training will often be required to re-gain the momentum. If you are having trouble defining your referral program due to lack of experience or confidence in a particular approach consider a pilot program that incorporates the full use of the program at a sub-set of branches. This will allow you to gather data and fact-based evidence needed to design your final program instead of relying upon guesswork and opinions. 6. Communication with Richweb If you are having a problem we need to hear about it. Waiting to discuss a problem for several months may make more work in the end to clean up reports for example. Don t hesitate to call Richweb if you need help !