Velocity: Deal Management Process *work in progress*

Last Updated: Mar. 24, 2026

What's updated: Project naming conventions (Red text: previously P3 & Yellow text: previously P4)

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, and outlines an escalation process for recurring behavior and trends.

IMPORTANT (Velocity: Estimating up to Client Approving): “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 found out that the claim is partially approved or requires more information from the RF or INS to proceed.

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.

2. Once the Deal Owner has acquired all the information needed on their deal, they must repopulate the date in the field.

3. 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. 

4. 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. 

Step 1: VELOCITY DAILY REPORT SENDING

• Responsibility: The Velocity Team

• Action:

1. The Velocity Dashboard will be updated based on Zoho CRM reports, 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 Velocity: Estimating up to Client Approving 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 Velocity: Estimating up to Client Approving portion of the report.

3. Internal Category Deals that did not reach our Velocity: Ready for INS up to In Negotiations 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 Velocity: Ready for INS up to In Negotiations section of the report.

5. The Reason Codes and in-depth notes.

1. The only time a Velocity: Estimating up to Client Approving deal would change from External to Internal Category is when all necessary documents and information have been acquired.

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

Step 2: REMINDERS TO AMs

• Responsibility: OMs/Vicki/Vlad

• Action:

1. The OMs/Vicki/Vlad (for LT) will manage the respective AMs under their respective buckets if they appear in the report (Velocity: Estimating up to Client Approving & Velocity: Ready for INS up to In Negotiations).

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. Velocity Project Name (Velocity: Estimating up to Client Approving or Velocity: Ready for INS up to In Negotiations)

2. AM and deal details.

3. OMs/Vicki/Vlad’s notes.

4. Conversation Dates.

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

6. Velocity: Estimating up to Client Approving/Velocity: Ready for INS up to In Negotiations MT Appearance tabs 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 Velocity: Estimating up to Client Approving’s ≤4 Days Goal and Velocity: Ready for INS up to In Negotiations’ ≤3 Days Goal.

• 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 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 based on 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. Velocity Project Name (Velocity: Estimating up to Client Approving or Velocity: Ready for INS up to In Negotiations)

2. AM’s progress on their reported deals.

3. Vlad’s notes.

4. Program Dates:

1. 1st Meeting

2. Follow-up Date

3. End Date

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

---

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 Velocity Program in the morning huddle, similarly to how updates on QA are done.

---

CSP Focused Analysis *as needed*

• Responsibility: Velocity Team

• Action:

1. The Velocity Team will analyze previous month (s) ’ reporting data to identify the top reason code for CSP, helping us determine which 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 that we have, sharing feedback, and brainstorming solutions.