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CRM Basics Part 2: Missed Communications, Guest Cards and Relationships

Responding to leads and managing your contact relationships is easy and fast in the CRM app

Last Update:
July 27, 2020

This video will provide a brief overview of the easy-to-use LeaseHawk CRM to get you up and running right away. CRM stands for customer relationship management. It's a web-app that helps you manage all your relationships and daily communications in one place to make your life easier and more efficient.

This video is going to cover how to use the action required box to easily see and respond to missed inbound communications, the different ways you can respond, how to manage relationships in the system, and how to create a guest card.

Once you've logged in and are looking at your property's home screen, you will see the action required bucket at the top of the page. Your goal will be to get the number of action required items and leads down to zero before logging off at the end of the day. To do this, you will need to simply view and respond to each communication.

Getting Started - Check your Action Required

Let's start by clicking on 'Action Required'. You will see a list of contacts with inbound communications that you need to respond to. At the right side of each entry in the list, there's the relationship, lead, prospect, resident, etc. For example, say that the first one you want to respond to is a lead. A lead is an unidentified contact so you will only see their phone number or email address. From the action required list, click on the lead. When you do, you will be taken directly to their timeline which contains all the history of the relationship for this contact.

Every contact in the CRM has a timeline and this is where all your communications are going to be visible. You'll be able to see every inbound and outbound phone call, text message, email, and any notes you've created, so it's super convenient. Even though you're logged in as an independent user, everyone on your team can see this lead and all communications that have taken place. This allows your team to stay up to date in case they need to interact with a contact.

The first person to view the lead becomes the point person. This can be changed by selecting another name from the drop down menu. So, if you're the first person to view the lead you're now listed as a point person. Once you've spoken with the contact, you can select their communication preference here. On the timeline, you will see how many action required items are listed on the right. Say, for instance, the number is one. In the center of the screen, you will see one shaded box labeled 'Unviewed'. This is the communication that you need to view and respond to.

In this example you see it was a missed phone call. Click on the shaded box and you will be taken to a page named 'Call Details'. You will see the time of the call, the phone number, and an option to play call and share the recording. Click on 'Play Call' and listen to the call. You can type in notes about the call in the summary box.

Responding by Phone

At the bottom of the call details screen, you will see an orange bar with four icons: a phone, text message, email, and a no response required checkbox. These are your response options within the CRM. In many cases, you may want to first try calling the lead back. To do this, find the phone icon in the orange bar at the bottom of the screen on the far left, click on it. A box will pop up that reads make a call or log a call.

There are two ways to make a call. One way is within the CRM system from your computer using a headset. The other way is using your office phone. Remember if you want to make a call from the CRM system you can also do this from your iPhone or iPad through the LeaseHawk app.

Once you click on make a call, the system automatically pulls up the guest card and starts ringing the person. If you successfully reach the lead, complete the guest card while you're speaking with them. It's important to change their relationship here. When you're finished, just click done.

For most management companies, the guest card will be automatically pushed into the property management system if the relationship is changed to prospect or applicant.

How do you know that the guest card information transferred? You will see an icon with a green circle and a check mark. By viewing and responding to the communication, you've satisfied the action required and should see that it is now zero on Brad's timeline.

There's another way to make a call outside of the CRM system. To do this, you simply select 'Log A Call' and use your office phone. You must pull up the guest card within the CRM and fill in the information about Brad. It's very important to log the call so the system has a record of it and your action required will show as completed.

Sending an Email

Now what if you need to email Brad something like floor plans? At the bottom of his timeline, you will see a small icon of an envelope. Click on this to send an email to Brad. It will load all your email templates that were set up for you. These templates are included in your contract, are designed according to your specifications, and can include attachments.

You can have 12 free of charge. If you don't see any, contact and ask for the template builder. These email templates are great time savers. We recommend that you keep a blank one called 'No Template' for free form messages. Whatever template you click on, you can still edit it as you like, then click send.

Responding by Text Message

Let's say that Brad has sent you a text message that says he wants a ground floor apartment. If you are in the CRM it's very easy to text him from your keyboard. Just click on that to text message, type your message, and click send. When sending text messages, you can be friendly but it's very important to keep it professional. All text messages are recorded as part of the timeline and in the LeaseHawk reporting system.

Another Option: No Response Required

Now if you check your action required and listen to Brad's phone message you may decide there's nothing for you to do. You don't need to call him back, you don't need to send an email, you don't need to send a text message. If this is the case, then you need to select 'No Response Required' in order to complete the action required and bring that down to zero.

There's an icon at the bottom of the call detail screen that looks like a box with a check mark. Click on this and select 'No Response Required'. This will tell the system that you have completed your action required. Again, the focus of your day should be getting the action required items and leads down to zero. This means that once you've contacted a lead, you can manage the relationship in different ways.

Learning more about the lead

One way to manage the lead is to find out more information about them, including their name, address, reason for contacting you, and more, then fill out a guest card. If they are a prospect or applicant, this information will automatically be transferred to the integrated property management system.

Here's another way to change the relationship in the system: you can manually change the relationship of the lead in their timeline.

This video has given you the foundation for handling inbound communications, creating guest cards, and managing relationships.

If you have questions or need help, contact or Thank you for watching!