Ascend VSO App Training Presentation 4.23.15
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A tutorial on how to use the Ascend Virtual Sales Office for iOS and Windows platforms.
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Ascend VSO App Training Presentation 4.23.15
- 1. Ascend Virtual Sales Office © 2014 Ascend Welcome! We will begin shortly. In training today, PLEASE DO NOT SUBMIT ANY APPLICATIONS
- 2. Housekeeping • Technical support for GoToWebinar– contact Citrix Customer Care at 800- 263-6317 • If technical assistance is needed for Ascend during the webinar, please contact the Ascend Help Desk at 866-338-7772 • Today’s webinar is recorded • Questions? Please type them in the box provided on the right of your screen. They will be addressed at the end as time allows. • In training today, PLEASE DO NOT SUBMIT ANY APPLICATIONS
- 3. Today’s Agenda • Introduction – Felicia Papier, Accounts Management – Bloom Insurance Agency • Enrollment Tools Overview – Todd Brooks, Medicare Market Head of Sales, Great Lakes and Show Me Region • Ascend Virtual Sales Office Training – Chris Jaffe, Ascend Trainer • Electronic Enrollment Process – Todd Brooks
- 5. 2015– What is Different • POET and the Aetna iPad are no longer available • 2015 Effective Sales – Electronic enrollments will ALL go through Ascend • 2015 Effective sales show ALL plans available in a zip code, not just Coventry or Aetna, but both – In cross-over markets are able to see all products for that zip code on one page. – Separate enrollment sites are not needed – The correct number (AWN or NPN) auto-populates into the enrollment form based on the product chosen.
- 6. Ascend Virtual Sales Office App Let Ascend empower you.
- 7. Ascend Platforms • iPad platform – iPad 2 or later model running iOS7 or later version • Windows platform – Windows 7 or later (not Vista or XP)
- 8. What Your Peers are Saying • Agents like using Ascend because it is: – Easy to use – Convenient with everything housed in one place – Gives immediate confirmation of enrollment which provides peace of mind – Faster application turnaround resulting in members receiving their ID cards faster – Paperless – Removes administrative time faxing and filing apps – Provides increased efficiency, accuracy and compliance – Makes agents appear more professional to clients – Allows time to fit more appointments in one day (approx 1 per day)
- 9. Success Stories from the Field • “Enrolling members online has cut down on the processing of my applications by a WEEK.” • “I log into Ascend every day. I really like doing the online enrollments because it’s so much faster.” • “I am amazed at how fast members are getting their ID cards.” • “Using the iPad to do online enrollments is really easy, and Ascend is very user-friendly. You just have to get started using it, and once you do it’s really easy.”
- 10. Request an Ascend license today! Call the Brokers Services Department at 866-714-9301
- 11. Ascend Virtual Sales Office Training © 2012 Ascend How Ascend will Help You
- 12. Training Goals • Become familiar with the Ascend Virtual Sales Office (VSO) and how it will serve your work in the field. • Learn the primary functions of Ascend that you will need to know.
- 13. Training Agenda • Introduction to the Ascend • How Ascend helps you achieve your goals • Features and benefits of Ascend • Navigating Ascend
- 16. Field Sales Agents • Goals • Success = good service – Manage information – Correct application process
- 17. I know! I can’t find that rate sheet!
- 18. Protection from complaints • Members accuse agents of misrepresenting plans • Your word vs. theirs
- 20. What is the Ascend Virtual Sales Office? – A high-powered, professional tool – Online quoting and application capabilities within an easy-to-follow workflow. – Ascend is a mobile sales application offered on the Apple iPad and Windows platforms
- 22. Ascend VSO Features and Benefits • Keeps you connected and in the loop no matter where you are: – Automatic uploads and downloads of important meeting information. – Have the most up-to-date info when you need it. – Some functionality available in Ascend even when there is no WiFi or 3G/4G/LTE signal.
- 23. Ascend VSO Features and Benefits • Enhances your sales presentations – Sleek appearance and intuitive screen formats. – Easy to navigate. – Contains all the resources you need: • benefit summaries, rate schedules, comparison charts, videos and web links. – Professional display that can be magnified for easier visibility. – Fill out application with prospect and e-file on location.
- 24. Ascend VSO Features and Benefits • Increases productivity and profitability – e-filed applications – more opportunities for sales, clean applications, and quicker turnaround times. • Provides a record of accountability* – Secure recording of your client interactions – Safeguards you against client complaints and questions of non-compliance *iPad only at this time
- 25. Ascend Virtual Sales Office App © 2012 Ascend Navigating Ascend
- 26. Before Getting Started • If you are using VSO on an iPad, check the following settings (using iOS7): 1. Location Services: ON 2. Microphone setting: ON 3. Dictation Key: OFF
- 27. Location Services (iOS7) Location Services >On. Enable the Location Services on iOS7. Settings > Privacy >
- 28. Microphone Setting (iOS7) Enable the Microphone Setting on iOS7. Settings > Privacy > Microphone > Ascend > Enable.
- 29. Turn off otherwise it can cause recording to stop. On iPad 3, go to Settings/General/Keyboard/Dictation and turn off. On iPad 4, go to Settings/General/Siri and turn off. *Note: Does not apply to iPad 2—function not there. Dictation Key*
- 30. Downloading Ascend Go to the Ascend Real-Time Manager (ARM) site: www.arm.ascendproject.com (from iPad if you are using the app or PC if you are using Windows version) Enter Username and Password here to Sign in
- 31. Downloading application updates Tap on Download and then ‘Install’ for Ascend app on iPad and… …also for the User Guide NEW Ascend Windows version. Download to PC or device operating Windows.
- 33. Navigating Ascend WiFi Signal noted here.
- 34. Navigating Ascend 3G, 4G or LTE signal shown here. Signal strength is indicated by number of bars (1-5).
- 35. Navigating Ascend Battery icon: displays % battery power remaining.
- 36. Navigating Ascend Current software version. Required when getting tech help.
- 37. Navigating Ascend Tap on field to bring up keyboard to enter username and password. Forgot password? Tap here and follow reset instructions.
- 38. Navigating Ascend Enter Ascend email address and tap ‘Send.’
- 39. Navigating Ascend This message indicates you have a link in your email inbox. Open the email and follow the link.
- 40. Navigating Ascend Enter new password, re- enter to confirm, then tap Reset Password.
- 41. Navigating Ascend Name of agent logged in Settings Access Messages Upload meeting recordings Refresh Messages Access Resources
- 42. Navigating Ascend Change Password: •Can do anytime Availability: relates to receiving leads but not active in your organization
- 43. Navigating Ascend Tap here and you will go to password reset screen.
- 44. Navigating Ascend Tap here and you will go to password reset screen.
- 45. Navigating Ascend Navigating Ascend Sign out: Signing out will shut down the Ascend application on your iPad. You will be asked to confirm that you are ready to sign out.
- 46. Navigating Ascend Messages: •Sent by administrator or manager. •Marked with published and expiration date. •Tap Next button to move to next note, or •Swipe finger across screen
- 47. Navigating Ascend Message Acknowledgement: •Messages contain important and timely info. •Tap acknowledgement that you have read BEFORE you can start new meeting.
- 48. Navigating Ascend Refreshing Messages: This icon refreshes your iPad with any new messages received.
- 49. Navigating Ascend Resources: •Documents, videos, web links sent by administrators. •Documents are Read-only. •Accessed by tapping folder icon. •Page-turn function same as in messages.
- 50. Navigating Ascend Recordings: •Tap on icon to see list of recordings you have to upload. •Limit on number of recordings that can be stored before you must upload. •Once limit reached, you must upload before next meeting. •Upload can be done on WiFi or 3g/4g/LTE connection. •To upload over cellular service, turn button on in Settings>Ascend
- 51. Navigating Ascend You can start a meeting from Leads page here, or… …from Let’s Get Started button here
- 52. Navigating to Leads Tap Leads
- 53. Leads List Tap here to search Leads Tap ‘+’ to Add a Lead
- 54. Adding a Lead Tapping the ‘X’ exits the Lead without saving changes When you are finished, Tap the ‘Checkmark’ to Save Tap on each field to enter prospect information
- 55. Changing Lead Status Select a Lead Status Amend Lead Status here
- 56. Deleting a Lead Delete Lead: •Swipe right to left and tap on ‘Delete’ •To remove ‘Delete’ button, swipe opposite direction Return to Leads list here
- 57. Navigating to Notes/Meetings Swipe anywhere from right to left to navigate to Notes and Meetings screen Lead Source auto-populates Tap to Edit Lead information
- 58. Actions Screen Tap on ‘Notes’
- 59. Adding a Note To add a Note, tap on the ‘+’ sign
- 60. Making a Note Double tap to raise keyboard and begin typing. Tap ‘Save’ when done
- 61. Reviewing a Note Review note. Double tap to edit. Tap on arrow to return to Actions screen.
- 62. Actions Screen Tap on ‘Meetings’
- 63. Review Meeting History Review meeting history. This is not editable. Tap on arrow to return to Actions screen.
- 64. Starting a Meeting from Leads Tap on Start Meeting to begin. Tap ‘Yes’ to proceed; tap ‘No’ to cancel.
- 65. Recording a Meeting Recording Disclaimer: •After securing agreement, tap “Agree” to start recording
- 66. Navigating Ascend You can also start a meeting from the Messages screen. Tap the “Let’s Get Started” button.
- 67. Navigating Ascend Tap here to Start and follow the same process for Recording Disclaimer and Client Information screens. Hit ‘Next’
- 68. Client Information screen Client Information: •First name, last name, zip code and phone number are required fields. Tap on ‘Next’ to access online enrollment tool Tap on figure to access existing leads
- 69. Client Information screen Ability to select an existing lead and populate client information.
- 70. Navigating Ascend Recording Disclaimer: •After securing agreement, tap Agree to start recording •If not using recording functionality, tap “Do Not Agree”
- 71. Navigating Ascend After tapping ‘Next’ the Profile Page appears. Navigate to Compare Plans. •Review results. •Refine search according to the prospect’s wants/needs.
- 72. Navigating Ascend Hide Resources: Tap to hide the Resource bar on left if you want full screen to show plan information.
- 73. Navigating Ascend Show Resources: Tap to make Resources section reappear
- 74. Navigating Ascend Zoom out (-) Zoom in (+)
- 75. Navigating Ascend All resources can be accessed here. Tap on a Folder to find a resource.
- 76. Navigating Ascend To email document, tap on envelope
- 77. Navigating Ascend Fill out body of email, hit Send.
- 78. Navigating Ascend Video controls Play/PauseRewind Fast Forward Video Progress Bar Done: Tap to exit video Volume
- 79. Navigating Ascend Begin here to fill out application and follow through each section and submit when complete (ONLY WITH REAL CUSTOMER!)
- 80. Navigating Ascend End Meeting Tab: •Access to dispositions when you are ready to end meeting.
- 81. Navigating Ascend Meeting Disposition: •Tap on “End Meeting” tab. •Dispositions will appear
- 82. Navigating Ascend Meeting Disposition: •Select appropriate disposition.
- 83. Navigating Ascend End Meeting Confirmation: •‘Yes’ ends meeting and recording if you are recording.
- 84. Navigating Ascend Special Instructions for these dispositions…
- 85. Special Meeting Dispositions • “No Show,” “Cancelled,” or “Rescheduled” all indicate a scheduled meeting did not occur. • You can quickly skip through most of Ascend’s meeting steps to select one of these dispositions. – Sign in as though a meeting was occurring. – Tap “Do Not Agree” to the recording request question. – On the Client Information screen, enter the client’s name, ZIP code, phone number. Tap on “NEXT” button – On the quote engine screen tap “end meeting.” – Tap the appropriate disposition code, either “No Show”, “Cancelled” or “Rescheduled” – Confirm ending the meeting. The Ascend system will capture the meeting statistics.
- 86. Special Meeting Dispositions • ‘Test’ disposition will be used for training purposes. • Always use this when you are conducting practice meetings in Ascend. • Follow guidance from your administrator to help ensure that data collected is accurate.
- 87. Navigating Ascend Upload the Recording: •Tap on “Upload” icon. •Recording is uploaded. •In-progress icon will display upload process. •“Completed” tag will appear when upload complete.
- 88. Navigating Ascend Upload Warning: •Remember: to protect data, there is a limit set on the number of recordings you can store. •Warning message indicates reaching limit (10). •System cannot start new meeting until upload is complete.
- 89. Navigating Ascend Sign out under Settings: •Tap on Sign Out icon. •Tap on Confirm icon and you will then be logged off of Ascend.
- 90. Navigating Ascend If a meeting from your previous session was not dispositioned, you will be prompted to disposition the meeting upon your next login.
- 91. Navigating Ascend Select the appropriate disposition.
- 92. Offline Meetings • When there is no WiFi or 3G/4G/LTE available, conduct your meeting offline with Ascend, keeping the following in mind: – You will be able to: • Record the meeting. • Set the disposition of the meeting. • End the meeting which will end the Recording. • Capture client information, specifically ZIP code, to allow you to move to the End Meeting screen. • Access Messages and Resources that have been previously downloaded to your iPad.
- 93. Offline Meetings You will NOT be able to: • Access the quote engine or web links that require network connectivity. • Access messages and resources that are not yet downloaded. • Prepare an enrollment application online. That will also need to be paper-based. • Upload your meeting recording until you have Wi-Fi or 3G/4G/LTE connectivity.
- 94. Downloading application updates Tap on Download to download latest update
- 95. Downloading application updates Ascend Real-Time Manager (ARM) Enter Username and Password here to Sign in
- 96. Downloading application updates Tap on Download and then ‘Install’ for Ascend app on iPad and… …also for the User Guide NEW Ascend Windows version. Download to PC or device operating Windows.
- 97. Agent ARM Access to Lead Management from a PC or iPad
- 98. Managing your Leads in ARM • ARM is where you can download your AMA app and also where you can easily manage all your leads. • We have learned how you can add, edit and delete leads in AMA and see the meetings you have had with a particular lead. • In ARM, you can do all of these functions AND you can see ALL your Meetings that you have had with all your leads in one view. • This lets you easily TRACK YOUR SALES! • You can access ARM from your PC or your iPad.
- 99. Accessing ARM Visit https://arm.ascendproject.com and log in. Tap on ‘Return to ARM’ button to access Agent ARM and manage Leads.
- 100. All Leads List Under ‘Leads’ menu option, select ‘All Leads’ or ‘Add a Lead’ This notification bar is received after saving changes to a Lead View or Delete a Lead here
- 101. Filtering Leads Filter Leads by Name, Status, Source, County, State, Agent or Date Created Tap on the funnel icon under a column; select a filtering option to find leads quickly
- 102. Show Deleted Leads Check the box to view deleted Leads Deleted leads are grayed out Click ‘Undelete’ to reactivate a Lead
- 103. Adding a Lead Tap ‘Add Lead’ from the sub-menu bar Add new prospect info, Tap ‘Add Lead’ to save
- 104. Amending an Existing Lead Select an action from the drop down menu Add a Lead Status here Tap ‘Apply Changes’ to save Scroll down to view Notes & Meeting History
- 105. Adding a Note Tap ‘Add Note’ to create a new Note Type notes about the prospect meeting; hit ‘Submit’ to save
- 106. Review Notes & Meeting History View Lead info, Notes and Meeting History all in one location Edit or Delete Notes
- 107. Ascend Virtual Sales Office for Windows © 2012 Ascend
- 108. VSO for Windows • You are now able to install the Windows version of Ascend VSO on your PC. • All of the same Ascend functions will be available on the Windows platform EXCEPT: – You will not be able to record meetings (at this time).
- 109. VSO for Windows • The Windows version of Ascend VSO has a slightly different look and feel since it is running on a different operating system. • You can download this program much like you download the app. • Downloads on PC or Windows based tablets.
- 110. Navigating VSO for Windows Click on the Ascend program on your desktop. Login with your email username and password.
- 111. Navigating VSO for Windows Your first page is the Messages screen. Click here to refresh messages. Click here to Acknowledge that you have read the message. Click here to read next message.
- 112. Navigating VSO for Windows Click here to open ‘Settings’ Availability relates to receiving Leads function which you will not be using.
- 113. Navigating VSO for Windows Click on ‘Change Password’ whenever you wish to do so. Enter your new password and follow these parameters.
- 114. Navigating VSO for Windows Click here to start a meeting. Click on ‘Meeting’ to get to this Start Meeting screen.
- 115. Navigating VSO for Windows Enter prospect’s information on this page.
- 116. Navigating VSO for Windows This page will give you access to all Aetna/Coventry products and you will be able to do enrollments right from here. These browser buttons enable you to go back, forward, leave or refresh the current web page you are on.
- 117. Navigating VSO for Windows If your quote screen does not open, go to Settings/Browser Settings. Set to ‘On’ and start new meeting. Leave Default Browser ‘Off’ unless your quote screen does not open.
- 118. Navigating VSO for Windows Click here to open Resources.
- 119. Navigating VSO for Windows Video controls are located here.Volume control is here.
- 120. Navigating VSO for Windows Documents are PDFs so you can scroll through… …or you can hit Control ‘F’ on your keyboard to bring up a key word search.
- 121. Navigating VSO for Windows Click here to End Meeting and select a disposition.
- 122. Navigating VSO for Windows Confirm that you have selected the correct disposition and click ‘Yes’ to End Meeting.
- 123. Navigating VSO for Windows To exit the Ascend VSO program, Click on ‘Settings’, ‘Sign Out’ and ‘confirm’
- 124. Practice to Perfect • Remember the
- 125. Practice to Perfect • Practice integrating this great new application into your usual sales process. • Practice opening Resources you need at the right time in your presentation, like videos or documents. • Practice making these visible to your prospect. • Practice the flow of your presentation and using tools like emailing a document to prospect.
- 126. Tips for Success • Create good habits: – Log in to Ascend at beginning of the day and periodically to check for messages. – Check to see if your meetings are uploaded before you go to next meeting. – Upload recordings as regularly as possible. – Keep your devices charged and ready for meetings. – Check your connectivity before you begin meetings with your prospect.
- 127. Training Review • Ascend will help you: – Sell! • Streamline all the tools you need. • Have up-to-date info always at your fingertips. • Enhance your sales presentation. – Stay protected! • Creates a record that protects you. • Reduces likelihood of errors and misrepresentation.
- 128. Request an Ascend license today! Call the Brokers Services Department at 866-714-9301
- 129. Technical Assistance Ascend Help Desk Monday – Friday, 8am–5pm EST During AEP 8am-8pm EST, 7 days help@ascendproject.com 866-338-7772 REMEMBER, CONTACT BROKER SERVICES FOR LICENSES
- 130. Conclusion • Enjoy working with Ascend! Instead of this… You’ll have this…
- 131. QUESTIONS And now…
Notas do Editor
- You are going to be working with two of the most cutting edge tools in the industry: an iPad and the Ascend Mobile Application. You are going to learn how this application has the potential to revolutionize how you conduct business with your clients.
- You are going to be working with two of the most cutting edge tools in the industry: an iPad and the Ascend Mobile Application. You are going to learn how this application has the potential to revolutionize how you conduct business with your clients.
- * In your work as a field sales agent, you have many important goals. When I worked in this role selling Medicare products and other products for seniors, I was interested in success! *CLICK* I wanted to do a good job and be well rewarded. But, how do we accomplish this? Successful agents know that it is done by offering good service. This means educating people about their options and making sure that you are helping them with the products you offer. It sounds easy enough, but we know its not. To accomplish this, you have to manage a lot of information and be sure that what you are telling your prospects is accurate and up-to-date. If you are like I was, my car was my mobile application! Click I had several different boxes of brochures, pamphlets, rate sheets, applications. And even though I did pretty well at keeping track of what I needed, there were times when I went to appointments with prospects with wrong or out-dated information.
- Sometimes I had to excuse myself during a meeting with a prospect to go outside and call my manager for updated information. There were other times I did not get applications filled out accurately or completely and had to drive all the way back to a prospect’s home, sometimes over an hour away to get their signature agai
- But there is another problem for us in the field. Even when you do a good job of giving correct information to prospects, it is not always enough. You work hard to inform them thoroughly about a product, and you go out of your way to make sure they understand it and how to use it, but still things don’t always work out. We all know that a certain amount of the business we write will end up falling out as a result of cancellation. This is just a truth of sales. But how this happens, especially in the realm of marketing Medicare products, can really put us at risk. Click. It is one thing for a person to simply cancel a plan, but because of Medicare regulations about enrollment and disenrollment, people will sometimes say anything they think it will take to accomplish their goal of dropping a plan. And, this includes accusing us, the sales agents of doing things like misleading them. I had some of my clients report that I had told them the plan I sold them would be exactly the same as their current plan. Or, that they never knew they were enrolling in a plan or that I had said they were covered for something which they were not. Click: What recourse do you have? Your word vs. theirs. Guess who Medicare is biased toward believing, you or a senior citizen claiming they were taken advantage of? And they are getting more and more strict about marketing rules for MAPs.
- Ascend offers us protection against this. When I began doing training at a company where insurance products are sold over the phone, I was impressed by the protection that they offer agents against customer complaints. I simply did not have that in the field. I really felt that I was out there on my own. I remember reporting to my manager complaints that I would field from prospects or members and he would basically reassure me to blow it off and not worry about it. Truth was, he didn’t have a way to protect me from accusations so that was all he could offer. *CLICK* Now you have one tool which can help you streamline what you do and at the same time protect you from unwarranted customer complaints.
- As you can see in this graphic, AMA, the Ascend Mobile Application is connected to ARM, the Ascend Real-Time Manager through the internet cloud. You will be using the AMA which will capture valuable information at your meetings with prospects. This data is then sent to ARM, which stores and generates useful reports to help you better manage your business.
- When using the keyboard take note that some versions of the iPad and iOS have a built in dictation option that will translate your words into text. This can make typing easier on the iPad but if it inadvertently activated during an ongoing meeting that is being recorded it will cause the recording to stop. If you don't use Dictation it's recommended that you disable the option and hide the button from the keyboard. To do that: Open Settings on your iPad homepage Tap on Keyboard and look for Dictation, swipe that from ON to OFF Tap Turn Off to confirm. When you attempt to disable Dictation, you will receive a message that warns “The information Dictation uses to respond to your requesting will be removed from Apple servers”. If you want to use Dictation later, it will take time to re-send this information. This means that if you enable it again it will take time for your device to upload voice data before Dictation will work again. Keyboard representations
- *CLICK* You will be directed to the Ascent Real-Time Manager site where you sign in *CLICK*
- Download and install both the latest app *CLICK* and the user guide. *CLICK*
- This is the login screen that will come up as soon as you tap on the Ascend app.
- WIFI SIGNAL LETS YOU KNOW WHEN YOU HAVE WIFI CAPACITY. THIS IS IMPORTANT AS CERTAIN FUNCTIONS IN ASCEND WILL ONLY WORK WHEN YOU HAVE WIFI ACCESS.
- 3G, 4G or LTE SIGNAL SHOWN. THIS IS CRITICAL INFORMATION WHEN YOU ARE IN THE FIELD WITH A PROSPECT. YOU WILL BE ABLE TO SEE WHETHER YOU HAVE CONNECTIVITY OR NOT AND YOU CAN PREPARE YOUR MEETING WITH PROSPECT ACCORDINGLY.
- Important to check this before going into meetings as having to plug in would be cumbersome. iPad does not recharge quickly so be sure to check enough in advance. Be sure to check this before going to an appointment with a prospect as you do not want to run out of charge in the middle of a meeting. You can plug in the iPad during a meeting but this could present some challenges to the flow and ease of your presentation to prospects.
- If you need tech support, you will need to provide this number so that they know what version of Ascend you are working with.
- *CLICK* The Ascend System allows for 5 attempts to login. At this point, you will be locked out. You can attempt again in 4 minutes. This time frame can be set my management. Note that this is different than the login to the iPad itself. For iPad login: if you have 4 invalid attempts, the system will lock you out and wipe out – Settings/General/Passcode Lock *CLICK* Forgotten Password If you have forgotten you password and therefore cannot log into AMA, you are able to reset it. First tap the "Forgot password?" link found under the "Sign In" screen. It will take you to the "Reset Your Password" screen.
- *CLICK*
- You should receive a "Success" confirmation message on the screen advising you to check your email queue. *CLICK* The Ascend system has generated an email to your email queue with "[AscendProject] Password Reset" in the subject line Open the email and tap on the provided link. It will take you to the "Password Reset" screen,
- *CLICK* Once you have done this, the system will display "Success" on the screen verifying that the new password is your valid login password. It will prompt you to tap the "Continue to Login Page" link which takes you to the "Sign In" screen once again. Key in your email address and your new password, tap the "Sign in" button and you will be logged into Ascend.
- After keying in a valid username and password, the ‘Messages’ screen opens. From here, you can: CLICK See the Agent Name of the user logged into Ascend. CLICK Access Messages from Home Office or your Sales Manager. CLICK Access Resources from Home Office or your Sales Manager. CLICK Refresh your Message screen with any New Messages. CLICK Upload meeting Recordings from prior sales meetings. CLICK Settings – your availability, password and logout.
- You can change your password at any time. Your administrator will set the frequency of how often you have to change your password. CLICK Passwords must be at least eight characters long, and contain at least one number, one uppercase character, one lower case character and one numeric character. Security experts recommend choosing passwords at least 12 characters in length. For security purposes, you cannot repeat any of your last four passwords. As an additional security precaution, if five attempts are made to sign in with an invalid password, the system will lock the account. You will be required to wait four minutes until you can try again. Your administrator has the ability to change this setting as needed.
- Ascend will provide you a seven day warning of the impending password expiration so that you may change your password promptly. The system will continue to remind you at login time of the impending expiration until you either change the password or the system automatically expires the password. Remember: You have the ability to change your password anytime you feel it is appropriate.
- If you receive this and tap on OK, you will be redirected to change your password.
- Messages are timely communications sent to you from your administrator or manager. Because messages are generally of a time-sensitive nature, they are marked with a Publish Date, *CLICK* indicating when the message was sent, and an Expiration Date indicating when that the message will be automatically removed. The date displayed at the top of the screen is the date the message was downloaded onto your iPad. If there is more than one message noted at the top of the screen, *CLICK* you can tap the “NEXT” arrow at the top of the screen to access subsequent messages or you can “turn” the page iPad style, by swiping your finger across the page from right to left. *CLICK* Repeat either of these methods until all messages have been read. The most current message will appear first, then the second most current message, and so on. If there are no messages in your queue, the system automatically will generate the message: “You currently do not have any messages to view/acknowledge”.
- Acknowledgement Because messages often contain important and timely information such as changes to plan benefits, regulatory updates, or new directives, Ascend will prompt you to acknowledge having read all messages that require confirmation before you can start a new meeting. New messages and unacknowledged messages will appear green on the MESSAGES heading at the top of the page.
- Refreshing Messages There is a clockwise arrow icon at the bottom of the screen that allows you to refresh your iPad with any new messages received. They will automatically be refreshed every five minutes. GO TO SIMULATOR TO DEMO LOGIN THROUGH TO MESSAGES
- Resources Documents, videos, web links sent to you by your sales administrators are downloaded to your iPad, automatically. Documents are read-only, meaning you cannot add to or otherwise edit or modify the documents that have been sent to you. Resources can be accessed by tapping the folder icon [graphic] at the bottom of the screen. You can use the same page turning technique we used to scroll through messages. Notice there is no Refresh button for Resources. They cannot be manually refreshed. They are automatically refreshed by the system every five minutes. DEMO OPENING A RESOURCE GO TO PPT VIEW
- To upload recordings, tap the microphone icon at the bottom of the screen to see the list of meeting recordings that you have yet to upload. (If there are no meetings to upload, the upload button will appear shaded, disabling the upload function.) Uploading Recordings Your system administrator has set a limit on the number of recordings that can sit on your iPad before you can conduct another meeting. For example, if the limit is five, Ascend will not allow another meeting to begin if you have five meeting recordings sitting on your iPad. In this example, you would have to upload those recordings before you could start your next meeting. Upload can be done over cellular connection or Wifi. NOTE THAT TO DO THIS OVER CELLULAR SERVICE, YOU MUST TAP THE ON BUTTON IN SETTINGS: GO TO SETTINGS>ASCEND CAMBIA>ALLOW RECORDING UPLOAD OVER CELLULAR
- DEMO THIS
- Recording the meeting provides protection for you and your client, and proof of enrollment for your client. Having an archived record of the meeting is your best defense against “he said/she said” complaints or claims of misrepresentation. And if such questions or complaints should arise later on, you and your administrator will be able to verify the information you supplied to the client during the course of your meeting. Best Practice: Unless a client insists upon it, do not opt out of recording your meetings. Be sure you explain to the client that the recording is for their protection as well. Because the recording of meetings is vital part of your carrier’s compliance efforts, be aware that if you frequently elect not to record your meetings, this may raise compliance concerns with your administrator. DEMO CLICK AGREE
- Quote Engine Results Display You and your client can further refine the search results according to plan type, plans that offer additional coverage options, or by eliminating plans with unwanted benefits, such as dental or vision care. You may be using your carrier website here instead of Quote Engine. In this case, you would navigate to the website at this point. Best Practice: While this quote engine is a powerful tool for providing your client with the most accurate, up-to-date information on eligible plans, remember it is merely that. A tool. It is important to learn how to navigate Ascend and to use it to show the prospect the products and how they are of benefit and to answer all their questions accurately. Be Aware: as you get quick at navigating, be careful not to leave the prospect dazed and confused as you rapidly shift screens. Bring them along with you and talk them through what you are doing. *CLICK* You may be ending the meeting from this page in some cases. Just tap ‘End Meeting’.
- Zoom in and out This helps with visibility. There are multiple ways to zoom in and out. These buttons make it easy to do with one tap on (+) to zoom in and a tap on (-) to zoom out.
- Emailing document to prospect.
- Resources Videos are accessible by tapping on the Resource folder icon. Once a video shows, tap on the screen for the controls to appear. Once you have adjusted them to your liking, you tap again on the screen for the controls to disappear. Repeat as needed. To exit the video, tap on Done Web Links are also accessible through Resources.
- Submitting an Application Because most companies maintain their own guidelines for submitting application forms electronically, Ascend customizes the enrollment procedure for each individual carrier. Your administrator will instruct you in the steps you need to follow.
- End Meeting At the bottom of the Client Information screen is the “End Meeting” button, which allows you to end the meeting, if your client is not interested in proceeding further. Dispositions mean recording the outcome of the meeting. For example, ‘not interested—wants more time to think’ or ‘completed’ application.
- Meeting Disposition When you’re ready to end a meeting, tap the “End Meeting” icon in the lower left of your screen. You’ll be prompted to choose from a list of outcomes that best describe the result of the meeting. These are called ‘dispositions’ Tap the appropriate disposition: Go to Next slide to discuss dispositions.
- Meeting Disposition When you’re ready to end a meeting, tap the “End Meeting” icon in the lower left of your screen. You’ll be prompted to choose from a list of outcomes that best describe the result of the meeting. Tap the appropriate disposition: HIGHLIGHT EACH DISPOSITION AND EXPLAIN Application Submitted The meeting resulted in a sale. An application was submitted. Not interested - shopping The client wishes to shop around and compare with other plans before making a decision. Not interested - premium The monthly plan premium is too expensive for the client’s budget. Not interested - benefits The plan doesn’t include all the benefits the client wants. Not interested – provider does not accept. The plan does not accept one or more of the client’s providers. (In this case, note the name of the non-participating provider and pass that information along to your carrier.) Not interested - formulary The plan does not cover all of the client’s prescription drugs. (Make note of specific drugs not covered by the plan and pass that information along to your carrier.) Not interested - other The client is not interested for any other reason not covered one of the other disposition choices. Needs more time to think The client appears to be interested but wants more time to think it over. Best Practice: This type of information, accurately reported, is extremely valuable to your company in terms of plan designs, benefit offerings, and marketing efforts. If you encounter situations that you feel are not adequately described in your company’s list of dispositions, let them know. Your administrator has the ability to add other reasons to the disposition list.
- End Meeting Confirmation Best Practice: When you end the meeting in the Ascend application, the recording automatically stops. However, it’s natural to continue to converse with the client after the enrollment application is submitted. Therefore, for compliance protection, it’s a good idea to continue the recording until the discussion is complete. Tap the “cancel” button which will keep you on the End Meeting-Disposition Screen. When you are ready to stop recording, end the meeting by retapping your highlighted disposition which will again bring up the End Meeting question. This time tap the “End Meeting” button which will take you back to the “Let’s Get Started” screen to upload the completed meeting’s recording. NOTE: SYSTEM WILL NOT TIME-OUT WHEN A MEETING IS STARTED. MEETING DO NOT HAVE ANY TIME LIMITS.
- Special Meeting Dispositions Go to next slide
- DEMO THIS.
- DEMO THIS.
- Back to Let’s Get Started Screen Once you have confirmed End Meeting, you return to the Let’s Get Started Screen. DEMO THIS Tap on the microphone icon at the bottom of the screen to pull up your “Recordings” screen, where all your non-uploaded recordings will appear. Tap the “upload” button and your meeting’s recording will be transferred. An in-progress icon will display that the upload is underway and a percentage complete bar will display as well. When the recording has finished uploading, a “completed” tag will appear under the percentage complete bar. If upload interrupted, it will begin again at the beginning of last incomplete upload when connection restored. For example, if two and a half of three recordings were uploaded, it will begin on third If recording interrupted, it will store up until point of interruption.
- Upload Warning Best Practice: Upload recordings after every meeting if possible. If you get this message, you will have to do upload before starting meeting.
- You will be notified of periodic updates to the Ascend application. This dialogue box will appear when it is time to download the latest application update.
- *CLICK* You will be directed to the Ascent Real-Time Manager site where you sign in *CLICK*
- Download and install both the latest app *CLICK* and the user guide. *CLICK*