Velocity: Deal Management Process *work in progress*

Last Updated: Oct. 17, 2025

What's updated: Added P4 Management Soft Launch and SRS process update (highlighted in Yellow)

This document addresses deals in the 'Originated to Sent to INS' stages, ensuring they meet their respective Velocity goal. It also clarifies the roles and responsibilities of AMs and the Leadership Team while outlining an escalation process for recurring behavior and trends.

IMPORTANT (P3): “Date when everything needed to estimate is in” Field

• Responsibility: AMs/RMs/Admins

• Purpose: To ensure that the “Date when everything needed to estimate is in” Field accurately reflects the moment CSP has received all required documentation or information (from the RF or Insurance) to begin the supplementing process. 

• Action:

1. For deals where any of the following are missing: SOL, MR, or Photos

1. The AM/RM/Admin who created the deal must remove the auto-filled date from the “Date when everything needed to estimate is in” Field. Please note that some services don’t necessarily require all documents, such as re-inspection claims.

1. If you're an AM/RM or Admin working on the Deal Owner's deal and you've seen that we've received the missing document (s), proactively update the date in the field accordingly.

2. If all documents are present, but upon reviewing the deal, the Deal Owner saw that the claim is partially approved.

1. The Deal Owner must remove the auto-filled date from the “Date when everything needed to estimate is in” Field if:

1. They need to discuss the partially approved deal with the RF, and additional/missing information is required (e.g., confirmation of what to pursue, permits, etc.). 

2. This also applies when we’re waiting for information from the insurance.

3. In both cases, even though documents exist, we’re not ready to proceed.

3. For Non-GGR Claims: If all documents are present, but there is a clear gap between the Client Assignment Date and the confirmation from the RF on how to proceed with the deal.

1. The AM/RM/Admin who created the deal must take the date of the ticket that contains the RF’s confirmation and enter it in the “Date when everything needed to estimate is in” field. 

1. 

2. If you're the Deal Owner and have determined that you need more information from the RF or INS to proceed with the deal, you must remove the date from the field and repopulate it once we have all the necessary information to proceed with estimating.

4. For GGR Claims:

1. If the deal was created from Zoho Desk:

1. Enter the date the ticket was created in the “Date when everything needed to estimate is in” field.

2. 

2. If the Deal Owner manually created their own deal via an assigned task in Zoho CRM:

1. Use the date from the “Created By” section in the task information.

2. 

5. For SRS Claims:

1. Enter the date the Zoho Desk ticket was created in the “Date when everything needed to estimate is in” field.

1. 

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Step 1: VELOCITY DAILY REPORT SENDING

• Responsibility: The Velocity Team

• Action:

1. The Velocity Dashboard will be updated based on reports from Zoho CRM, with a member of the Velocity team identifying the reason codes.

2. A Velocity Team member will send a daily email to the Leadership Team and AMs/DOs involved in the report. The email will include:

1. Internal Category Deals that did not reach our P3 Goal. 

2. Internal Category Deals that are still in the Originated and Estimating Stage for more than 5 days. This information will be part of the P3 portion of the report.

3. Internal Category Deals that did not reach our P4 Goal.

4. Internal Category Deals that are still in the Ready for INS and Sent to INS Stage for more than 4 days. This information will be included in the P4 section of the report.

5. The Reason Codes and in-depth notes.

1. The only time a P3 deal would change from External to Internal Category is when all necessary documents and information have been acquired.

3. If the reason code of the deal is “Stage not Moved” in the reporting and the AM/DO is not responsible for the stage movement, the Velocity Team will proactively move the stage to the correct one and alert the QA team for a spot check.

Step 2: REMINDERS TO AMs (P4 - Soft Launch)

• Responsibility: The Velocity Team (Irish/Louie)

• Action:

1. Irish/Louie will review the deals and provide guidance on how to proceed with the claim.

1. This can be done through a CRM note/task, or via direct communication via Cliq at 1 pm, allowing that person to take action on their deals independently.

1. At 1 pm, if the action needed is not AM-specific, Irish/Louie will fix it.

2. If the action needed is AM-specific/Estimator-specific, Irish/Louie will reach out to them for guidance or a quick walkthrough if necessary. 

3. If the AM/DO initially has 5 deals, and it's already 1 PM, and we see that 3 deals have already progressed. Irish/Louie will just follow up on the remaining 2 deals. However, we will acknowledge the actions taken on the other deals. 

2. Until November 23, 2025, any AMs that appeared in the report with deals that did not reach the P4 goal will not be tagged as at-risk and will not be enrolled in the Velocity Program.

3. Starting November 24, 2025, this process will transition to the current management style under which P3 operates.

Step 2: REMINDERS TO AMs (P3 - LVL 3 Management Style)

• Responsibility: OMs/Vicki/Vlad

• Action:

1. The OMs/Vicki will manage the respective AMs under their bucket if they appear in the report (5-DAYS IN INITIAL STAGES). 

1. The OMs/Vicki will advise AMs of CSP’s Velocity measurement standards and help resolve blockers via direct message or CRM note in their deal.

1. Goal: Avoid escalation to at-risk status.

2. Expectations:

1. AM prioritizes deals in the report and takes action within the day to avoid appearing in the next day’s report.

2. The OMs/Vicki needs to log updates in the Movement Tracker.

1. The Movement Tracker will show:

1. AM’s progress on their reported deals.

2. OMs/Vicki’s notes.

3. Velocity Team’s notes/confirmation that logs are done by the OMs/Vicki.

4. OMs - MT Appearance tab showing the number of instances that the AM appeared in the Daily report on a weekly basis.

Step 3: VELOCITY PROGRAM

• Responsibility: AMs/Vlad

• Criteria: 

• Identified through an AM’s appearance in the Velocity Daily Report under Deals That Did Not Meet Project 3’s ≤4 Days Goal (5 Days in Initial Stages).

• If an AM appears in the report, 3+ days in a week with different claims → AM is tagged as at-risk and enters the Velocity P3 Program.

• Action:

1. Meetings with Vlad:

1. Vlad will review the deals and develop a proactive approach to resolving the identified deals before the scheduled meeting.

2. 15-minute focused session to nudge and guide the AMs to resolve the identified deals. It’s time for both the AM and Vlad to discuss the deals and brainstorm ways to move them forward. 

3. The next meeting is scheduled at the end of each session. However, it can be canceled if the AMs work on their deal in accordance with the agreed-upon next steps. 

4. Sessions continue as long as deals remain in the Velocity Daily Report.
   
   

2. Expectations:

1. AM prioritizes discussed deals and takes action within the day of the meeting or before the next scheduled meeting that week.

2. Vlad needs to log updates in the Accountability Tracker.

1. The Accountability Tracker will show:

1. AM’s progress on their reported deals.

2. Vlad’s notes.

3. Program Dates:

1. 1st Meeting

2. Follow-up Date

3. End Date

4. Velocity Team’s notes/confirmation that logs are done by Vlad.

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Accountability and Movement Tracker Management

• These trackers ensure joint responsibility for both AMs and their direct Managers for how the AMs manage their deals based on the Velocity perspective. 

• The Velocity Team’s role is to manage these trackers by verifying that the logs are completed properly and on time every day at 3 pm CST.

• Louie or Irish will update the leadership team about AMs who entered the VP3 Program in the morning huddle, similarly to how updates on QA are done.

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CSP Focused Analysis

• Responsibility: Velocity Team

• Action:

1. The Velocity Team will analyze the previous month/s’ reporting data to identify the top reason code for CSP, helping us determine what factors affect our Velocity in the Originated, Estimating, Ready for INS, and Sent to INS stages.

1. We will email the Leadership Team to share the findings and include our recommendations.

1. In the email, we will clearly state the purpose (to provide visibility and show recurring internal behavioral issues and trends (e.g., lack of action in their deals that creates delay, not moving stages, etc.)) of the analysis.

2. The Velocity Team will share the findings and recommendations in a meeting with the Leadership Team.

VELOCITY: SESSIONS 

1. Responsibility: Admins/AMs/Velocity Team

2. Action:

1. Velocity Sessions will be a 30-minute monthly meeting focused on gathering feedback on how to improve our Velocity Management:

1. Foster collaborative brainstorming where everyone can contribute by recognizing issues and providing possible solutions to improve the Velocity Management process.

2. The Velocity team will gather feedback and areas for improvement from these sessions and will work on them.

2. The Velocity Team will facilitate these sessions; all Admins and AMs are included in the meeting.

1. The agenda will include sharing the background of the current process, gathering feedback, and brainstorming solutions.