This article applies to users with one of the following roles:
- Administrator
- Agency Administrator
- Branch Manager
- Agent
- Supplier
What are Exceptions?
Whilst most of your transactions will seamlessly move through your pipeline, you will get some exceptions.
MoveIT will proactively identify items that may require your attention and display them in the Task Manager.
You can then create tasks to help you manage these cases to enable you to maximise the number of successful referrals.
This page will describe all of the scenarios and how to manage them.
Task Manager Page
The Task Manager page allows both agency and supplier users to easily manage instructions that may require attention.
The page has a similar layout to the Referral Pipeline with the following tabs:
- Aged
- Cancel Requested
- Queried
- Tasks
See the exception categories below for an explanation of the scenarios that result in instructions appearing in these tabs, with the exception of of the Tasks tab, which just contains tasks.
Exceptions Summary
The exceptions summary shows the number of items your organisation has in each tab, as well as how many of those have tasks assigned and how many of the tasks are overdue:
As well as providing a clear view of what may require your attention, you can also click any of the number counts in the table to automatically switch switch and filter the tabs below to show the records being counted.
This allows you, for example, to click the number of queried instructions with no tasks assigned to see what is new and needs attention.
Exception Categories
Purchase Fall Through
When an agent’s CRM is connected to MoveIT they will get the option to connect a purchase to new quotes and referrals. As well as the benefit of auto-populating the new referral form, it also allows MoveIT to track the progress of the purchase.
If MoveIT detects that the related purchase has fallen through it will automatically unlink the CRM record and mark the instruction as “queried”, causing it to appear in the Queried tab in the Task Manager.
Agents are then able check to see if the customer is still looking to purchase the same or another property. If they are, the instruction can be updated and left in progress. If there is a new purchase record available, the instruction can be edited to link to the new record.
If not, the instruction can be cancelled.
Sale Withdrawal
When an agent’s CRM is connected to MoveIT they will get the option to connect a sale to new quotes and referrals. As well as the benefit of auto-populating the new referral form, it also allows MoveIT to track the progress of the sale.
If MoveIT detects that the related sale / property has been withdrawan it will automatically unlink the CRM record and mark the instruction as “queried”, causing it to appear in the Queried tab in the Task Manager.
Agents are then able check to see if the customer is still looking to sell the same property, perhaps through another agent. If they are, the instruction can be updated and left in progress, since they may well use the same supplier for the relevant service.
If not, the instruction can be cancelled.
Purchase / Sale Auto-Linking
When an agent’s CRM is connected to MoveIT, MoveIT will track customers who have live instructions that are not linked to a sale or purchase from the CRM. This could be because those items were not available to link when the referral was created or due to a purchase fall through or sale withdrawal (see above).
If MoveIT detects a new sale or purchase (depending on the instruction type) from the agent’s CRM, this record will be automatically linked to the in progress instructions and will then be used to track the progress of the instruction automatically.
Supplier Change
When an agent’s CRM is connected to MoveIT, MoveIT will detect if the conveyancer assigned to the transaction in the CRM is changed. If this happens, mark the instruction as “queried”, causing it to appear in the Queried tab in the Task Manager.
The agent can then check to confirm if the instruction is still valid, i.e. if the customer is still using the assigned supplier. If they are, an update can be provided and no further action is required. If the customer is no longer using the assigned supplier, the instruction can be cancelled and a new referral created if required.
Aged Instructions
Aged instructions are instructions that meet the following criteria:
- MoveIT is unable to automatically determine the status of the instruction because it is not attached to a record from an agency’s CRM.
- The instruction is old or has not been updated recently, the definition of “old” and “recently” varies depending on the product:
- Conveyancing: The instruction is older than 16 weeks and has not been updated in more than 4 weeks.
- Surveys & Property Services: The instruction is older than 2 weeks and has not been updated in more than 2 weeks.
- Financial Services: For linked records, more than 16 weeks has passed since the completion of the related sale or purchase and has not been updated in more than 4 weeks.
- Financial Services: For unlinked records: the instruction is older than 16 weeks and has not been updated in more than 4 weeks.
As well as being able to review aged instructions in the Aged tab on the Task Management page, suppliers are also sent a weekly report with their currently aged instructions requested that they either; complete the instruction, provide an update or request it’s cancellation.
Every month, aged instructions that still have not been updated will be automatically completed and added to the supplier’s next invoice.
Instructions that have been automatically completed through this process will be highlighted on the invoice and can still be queried or cancelled later.
Instruction Completed Early
If a supplier believes that an instruction has been completed too early, i.e. it is still in progress, then they can use the Query Instruction action to query it with the agency.
Agency users are then notified of the query, as well as being able to view all queried instructions in the task manager. If the agency can then confirm that the instruction is complete or return it to the pipeline. If the instruction has already been remunerated a credit will also be generated automatically.
NB: If a supplier queries an instruction and the agency does not take any action within 7 days the instruction will automatically be returned to the Live Pipeline and a credit will be created if applicable.
Supplier No Longer Acting
If a supplier is no longer acting for or providing service to a customer, they can request a cancellation.
Agency users are then notified of the cancellation request, as well as being able to view all cancel requested instructions in the task manager. If the agency can then confirm that the instruction is complete or cancel it. If the instruction has already been remunerated they can create a credit instead of cancelling.
NB: If a supplier requests the cancellation of an instruction and the agency does not take any action within 7 days the instruction will automatically be cancelled or a credit will be created if applicable.
Auto-completions
As well as the aged instructions process described above, conveyancing instructions may be automatically completed by MoveIT based on events detected in an agent’s CRM. Specifically, if a property sale is completed, related conveyancing instructions will also be completed. i.e. a sale instruction related to the property and a purchase instruction related to a sale of the same property. MoveIT will not automatically complete instructions for other products based on these events.