Standout - Quick Start

Standout Quick Start

This guide is for a new member of staff who needs to become productive quickly. It concentrates on the working habits that make Standout useful, rather than trying to explain every field on every screen.

1. Start the day from the Dashboard

After signing in, use the Dashboard to answer four questions:

1. What appointments do I have today?
2. Which tasks are due or overdue?
3. Are there new notifications or customer activity that needs attention?
4. Which properties or contacts have I recently been working on?

Do not use the Dashboard only as a launch page. It is intended to show the work that is waiting for you.

If your agency uses Office 365 integration, sign in to Office 365 when prompted so diary appointments can also be created in your Outlook calendar.

The Dashboard brings together the work that needs attention.

2. Work the Communications Centre

Open Communications Centre early in the day and during the day as new work arrives. It combines portal leads, website enquiries and Customer Portal conversations.

Use the queue to assign enquiries, link an existing Contact, create an applicant where necessary and record the real workflow status. Do not reply to Customer Portal notification emails; open the conversation in Standout and reply there.

See Communications Centre and Inbound Enquiries.

3. Search before you create

A large proportion of CRM problems start with duplicate contacts.

Before adding a person, search by one or more of:

• surname;
• telephone/mobile;
• email address;
• postcode.

If the person already exists, update the existing contact. A single contact can have several relationships with the agency, for example applicant, vendor and landlord.

See Contacts Overview and Registering a New Applicant.

4. Keep the contact record useful

A contact should contain enough information for another member of staff to continue the conversation without starting again.

As a minimum, keep these current:

• telephone/mobile and email;
• contact type;
• address where relevant;
• notes from meaningful conversations;
• applicant requirements;
• property-to-sell position;
• solicitor and compliance information when the transaction reaches that stage.

When somebody's circumstances change, update Standout while you are speaking to them. Do not rely on a separate notebook or inbox to become the real record.

5. Use requirements rather than memory

For an applicant, record what they actually want in Requirements. This allows Standout to match them to current properties and gives other staff a consistent picture of the search.

Customers with Customer Portal access can also maintain their own requirements. Staff and customers are editing the same underlying requirement records.

6. Put appointments in the Diary

Use the Diary for:

• valuations;
• viewings;
• inspections;
• staff visits;
• meetings and other appointments.

When a viewing or valuation is connected to a property/contact, book it through the relevant Standout workflow rather than entering an unrelated generic calendar entry. That preserves the relationship between the diary, property and customer.

7. Use Tasks for things that must happen later

If an action cannot be completed now, create a task. Good examples include:

• chase a vendor for a decision after valuation;
• call an applicant after a viewing;
• chase a solicitor;
• re-contact a landlord next week;
• follow up an Opportunity Finder lead.

A CRM is only useful if future work is captured when it is agreed.

8. Follow the property lifecycle

For sales, the normal journey is:

Valuation enquiry → valuation appointment → awaiting decision → instructed/marketing preparation → available → viewings → offers → SSTC/sale agreed → progression → exchange → completion

Use Sales Valuation to Instruction, Marketing a Property, Recording and Negotiating Offers and Sales Progression to Completion.

For lettings, use Adding a new Rental Property, Creating and Starting a Tenancy, Rental Compliance and Inspections and Managing Repairs and Maintenance.

9. Keep customers informed with Customer Portal

From a Contact record, use the prominent Send Customer Portal link button to invite the customer to Customer Portal.

Customer Portal can reduce routine chasing by allowing customers to see relevant progress, documents, viewings, repairs and requirements themselves.

See Using the Customer Portal for the recommended staff workflow.

10. Use Opportunity Finder as a daily prospecting list

Opportunity Finder identifies contacts worth speaking to, such as buyers with a property to sell, lapsed valuations, withdrawn vendors and dormant applicants.

Do not simply browse the list. Work the opportunity, then use Create follow-up task, Mark contacted, Snooze or Dismiss so the queue remains meaningful.

A good Standout habit

At the end of each conversation or activity, ask:

1. Has the contact/property information changed?
2. Is there a note or result that somebody else needs to know?
3. Is there a future action that needs a task or appointment?
4. Should the customer's requirements or transaction stage change?

If those four things are kept current, Standout becomes a useful shared operating system rather than a filing cabinet.

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Detailed screen and field reference

The sections below restore the detailed operating instructions that were present in the earlier full version of this page. The workflow summary above reflects the newer Standout navigation and processes. Where terminology differs, use the current screen names shown in Standout.

Accessing Standout Property Manager

To access Standout Property Manager, it’s best to use an up to date web browser. We suggest Chrome, but all modern browsers should work without issue. However, we do not recommend older Internet Explorer browsers as this application can be problematic.

Enter the following URL to gain access to Standout Property Manager:

https://www.standoutpropertymanager.co.uk/login

We would suggest bookmarking the above link in your browser for easy access.

Logging into Standout Property Manager

You should be presented with the systems login page, which looks like:

The above is a snippit from the login page, to proceed you’ll need to know you’re Client ID and Login Name.

If you’ve forgotten your password, you can click on the wording “click here” to then reset your password.

Whilst using Standout Property Manager, should you require help or information, please do not hesitate to send an email to our Support Team. The email address is support@issl.co.uk and a support ticket will be opened in our Technical Support Online System where one of our technicians will contact you in due course.

Click Continue.

Enter your password and then click Log in.

2^nd Factor Authentication

If 2nd factor authentication is enabled on your account you will need to enter the 6-digit code to proceed, you will need your smart phone at this point. 2^nd Factor Authentication is an advanced security system that prevents access to your account unless you have the time

limited code.

Google Authenticator is available in both Google Play Store and Apple App Store.

Dashboard

The dashboard is the default screen and where will come back to. There are six parts to this screen.

Dashboard options run down the left side

Status Bar – runs across the top

Dashboard quick views

Business Overview – shows relevant information regarding your properties. These will appear as more data is entered into the system

Your recently edited listings

Today’s appointments and Tasks

Your recently edited contacts

Performance chart

This will show you all the properties that have a status of Sales Completed / Rentals Let / Withdrawn

Local weather

This will show a 7 day weather forecast at your office town. You can then change this for a postcode or town of your choice. This has been added to allow you to check the weather when photographing a property and choose the potential best day for outside photographs.

Dashboard options

Tawk to                       integrated web chat client Tawk To – allows agents to chat with

                                   website users visiting your website (when implemented)

Diary                            an internal diary to store all appointments and diarised items

Properties

Add property              add a new property onto the system

Property List               list all properties on the system with a given criteria

Progress                      list all properties with progress markers against them

Rental

Bulk rental payments  enter daily payments for rental payments

Tenant list                   show all tenants (with active tenancy agreements)

Landlord list                show all landlords (with active tenancy agreements)

Businesses

Add Business               should you sell businesses, enter these in this section

Business list                list all businesses on the system with a given criteria

Contacts

Add contact                add a new contact onto the system

Contact list                  list all contacts on the system with a given criteria

Contacts to delete      list all contacts that you are able to remove from the system

Hot contacts               those contacts that you deem to be a hot contact

Reports                       various reports that extract data from the system to either

                                   Spreadsheet or PDF.

Holiday Requests        those users that are able to approve or deny holiday requests will

                                   See this option appear once staff members place a holiday request.

Administration             all the administration options to configure your agency, branches,

                                   staff and various other options

Status bar

Version                        the systems version number, by clicking this option, shows you all the

                                   versions and improvements.

Notifications                a quick view of all the system notifications, including diary

appointments.

Page help                    throughout the system, clicking this should show help information

                                   regarding the section that you’re working on.

Colleagues                   shows colleagues that are logged onto the system

Your name                   clicking this gives access for editing your profile (opens in a new tab)

Log Out                       when you finish using the system, then log out for security

Sticky Notes                create a post-it note type note on your desktop for reminders etc

                                   You can also create and store sticky notes in contacts and properties

                                   Within the notes tab.

Business overview

The Business Overview contains useful information at a glance, such as how many new

clients have been entered this week, whether feedback has been received and relayed to

vendors, and whether there are any contacts with bounced emails (which is where an email

sent by Stand Out Property Manager has been rejected, which is likely due to an invalid email address).

Examples are

                                   Available sales

                                   Available rentals

listings awaiting decision

                                   listings with no viewings in the last 30 days

                                   Agent awaiting viewing feedback

                                   Vendors/Landlords awaiting viewing feedback

                                   Contacts with bounced emails

Your recently edited listings

This section shows a list of properties you’ve recently edited, showing their contract, address, status.

Your recently edited contacts

This section shows a list of recent contacts and their definition on the system.

Today’s appointments

Shows appointments for yourself, and teams that you are assigned to.

Version Control – Important Note

As versions are implemented regularly (usually monthly), we do recommend that you read the release notes. The version will flash until you click on it but is important to view this information as if you have recommended a system change or improvement, will let you know what has been released.

Notifications

When you have notifications a “pill” will appear with the number of notifications, if you wish to delete them, simply hover over it and click on the x for it to be permanently deleted.

Page Help

Throughout Standout, each page has its own page help to assist with you when completing the entries on that page.

Colleagues – sending quick messages

Standout has the ability to send notes to other members of your branch, by clicking on the staff member you will see:

Sending a note:	Receiving a note:

Getting Started with your Clients

When you have a new client, this section will advise on the processes to follow for the following:

                       Selling a Property

                       Buying a Property

                       Letting a Property

                       Renting a Property

Additional documentation can be found on the ISSL Knowledgebase for all facets of Standout including Contacts, Properties, Rentals.

The latest versions can be found at:

https://www.issl.co.uk/support/download/category/4/Standout-User-Manuals.html

Selling a Property (Vendor)

When a client wishes to use your services to sell their property, we recommend the following:

                                   Enter the property – Pre-Valuation stage

                                   Enter the contact – link to the property

                                   Book Valuation appointment

                                   Enter property details, photos and valuation

                                   Once accepted, place property as Available (on website/portals)

                                   See below (Buying a Property)

During each stage Standout will allow you:

Create advertising brochures for your window, hand out to clients or email as a PDF attachment.

Create Letters/Documents for clients, solicitors, contractors. Every Letter can be modified for your agency, this is all within the Administration/Letter Templates.

Buying a Property (Purchaser)

                                   Enter contact details

                                   Book viewing

                                   Update system with viewing feedback

                                   Place and offer – Repeat if offer isn’t accepted

                                   Accept offer

                                   Send contracts

                                   Finialise the Sale (SSTC)

                                   Completed – once everything has been exchanged

During each stage Standout will allow you:

Create advertising brochures for your window, hand out to clients or email as a PDF attachment.

Create Letters/Documents for clients, solicitors, contractors. Every Letter can be modified for your agency, this is all within the Administration/Letter Templates.

Letting a Property (Landlord)

When a client wishes to use your services to let their property, we recommend the following:

                                   Enter the property – Pre-Valuation stage

                                               Management option:

                                                           No – client only uses you to obtain a tenant

                                                           Rent collection – you collect the rent on behalf of the

Landlord

Yes – you look after the property on behalf of the Landlord and are responsible for all agreed arrangement.

                                   Enter the contact – link to the property

                                   Book Valuation appointment

                                   Enter property details, photos and valuation

                                   Once accepted, place property as Available (on website/portals)

                                   See below (Letting a Property)

During each stage Standout will allow you:

Create advertising brochures for your window, hand out to clients or email as a PDF attachment.

Create Letters/Documents for clients, solicitors, contractors. Every Letter can be modified for your agency, this is all within the Administration/Letter Templates.

Renting a Property (Applicant/Tenant)

                                   Enter contact details

                                   Book viewing

                                   Update system with viewing feedback

                                   Place and offer – Repeat if offer isn’t accepted

                                   Accept offer

                                   Create Rental Agreement

                                   Finialise the Letting (Let)

                                   Use Bulk Payments or the Financials Tab within a Property/Rental

Agreement

Additional Contacts

Standout can also help with the following additional contacts:

                       Solicitors

                       Contractors

                       Rental Guarantor

           

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