Good evening, 2nd Family team. We have two quick updates to provide you on our working list of additions and improvements to the system.

As of 11/1/2023, the toll-free number will now be answered by a professional call center. The agent is trained to determine if the caller is interested in learning more about home care or employment opportunities. For sales calls, the agent will acquire contact information from the caller and a brief description of the need. At that point, the agent will attempt to transfer the call to the appropriate branch. As the branch owner, you will be sent a text message with the caller's info as an alert that you are about to receive an inbound call. After a small delay, the agent will attempt to forward you the call via a warm transfer. A warm transfer means that when you answer the call, the agent will identify herself, give a quick summary of the call, and ask if you are able to accept the call.

If you do not answer the live transfer, the caller will be told that a return call will be placed as soon as possible. In both cases, the caller's information that was obtained by the agent will automatically populate into Zoho CRM for you, with the exception of the Lead Referral Source field. That you will need to determine and populate on your own. Please let us know if you're receiving call notifications that are not auto-populating into your Zoho CRM.

For job seekers, the agent will collect their personal contact information to send to you. The agent will also text the caller a link to the careers site with instructions on how to begin the application process.

Today we also pushed out another email drip campaign which is for Leads and is NOT affected by the Lead Status field. These messages are intended to be evergreen and not dependent on the stage of the lead in our sales process. The email templates were built around a combination of web content and blog content. Currently there are 15 templates in the drip, and one template is sent every 10 days. As we continue to invest time and resources into blogging, we will continue to extend that drip campaign using the same blog content.

The launch guide has been updated to reflect this change.

Please ask if you have any questions or would like any more information about the items listed above.