2023 HELP ARTICLES
2023 HELP ARTICLES
Table 1
Article title
Article URL
Category
Labels
Article Body
Article title
Article URL
Category
Labels
Article Body
3
HOW TO: View, Edit & Export Activity Notes
HOW TO GUIDES
When you log an activity with a note requirement, you'll be prompted to enter additional information before you can save your entry.
To view all notes entered, follow these steps:
8
Team Member Missing from State Leaderboard
AGENTS & ADMINS
If a team member is not appearing on your state leaderboard, please follow the steps below:
Click on Agency Setup (top right corner)
Click on Step 2: Management Options
In the orange header, select Leaderboards
Scroll down until you see State Leaderboards and click the edit icon:
Locate the team member that is missing from the state leaderboard, ensure their name is selected, then click Save.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
9
How to Change Your Password
TEAM MEMBERS
password, login, reset, log in
If you've forgotten your password, please reach out to your agent so they can reset it for you. Click HERE for those instructions. If your agent is unavailable, please email support@imafrontrunner.com and we'll be happy to reset it for you.
If you know your current password and want to update it, please follow these steps:
Click on My Dashboard
Click on Change Password
In the box that appears, enter your current password and your new password (twice) and click Save
Your password has been successfully changed!
Please note: You may need to refresh your web browser after the reset before logging in again.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
10
What is Paid & Locked?
AGENTS & ADMINS
What is Paid & Locked?
Paid & Locked, a feature on the Bonus tab, locks all sales from the selected period (including written sales that have not yet issued). If you need to edit or issue a policy that is in a period that has already been paid & locked, you will need to uncheck "Paid & Locked" on the Bonus tab and select submit prior to returning to the sales tab to issue the policy. For this reason, most agents do not select Paid & Locked. Instead, see our article on How To Lock Individual Sales .
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
11
How to Join a State Leaderboard
AGENTS & ADMINS
FrontRunner now has the ability for you to join leaderboards for your specific state! With the state leaderboards, you can see how your agency ranks compared to other agencies in the state that also use FrontRunner. Please follow the steps below to join your state and add the state leaderboard widget to your dashboard:
Click on Agency Setup (top right corner)
Click on Step 2: Management Options
In the orange header, select Leaderboards
Scroll down a bit to "State Leaderboards" and click the orange icon that says "Join State Leaderboard"
Select your state, then click Save.
Next, you will need to add the State Leaderboard widget to your Dashboard:
1. While in Step 2: Management Options, in the orange header, select Dashboards:
2. Under All Dashboards, click on the settings icon to open the dashboard you wish to modify.
3. Scroll down to the bottom of your dashboard and click Add Row.
4. Ensure Full Width is selected and then click
5. Next, click on Add Widget
6. Locate the State Leaderboard widget, select it, then click Save.
7. In the Widget Setting box that appears, ensure your state is selected from the drop-down and click Save.
(Note: If you have joined more than one state leaderboard, repeat steps 3-7 until you have added a widget for each state you are subscribed.)
8. Next, choose where you want the State Leaderboard widget to appear on your dashboard by moving it up or down with this icon:
9. Once your State Leaderboard widget is in the proper location on your dashboard, click Save.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
12
How to Restore a Former Team Member Back to Your Account
AGENTS & ADMINS
This article will provide the steps on readding a former team member back to your account.
Click on Recycle Bin (located at the top of the page).
Under Team Members, locate the employee you wish to restore from the drop down menu.
Click the orange Restore icon and select OK to confirm.
The former team member has now been restored to your account.
Other help articles related to this topic:
How to Update TM Email and/or Password
How to Assign a Bonus Plan to a Team Member
How to Assign a Goal Plan to a Team Member
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
13
TEAM MEMBERS THAT CRUSH THEIR GOALS
VIDEOS
Team Resources
On August 10, 2022, FrontRunner hosted a live discussion with a high producing team member and their agent. Click the link or video below to watch this phenomenal event with TM Kylee Weber and Agent Craig Rothstein!
Team Members that Crush their Goals
How To Access & Save Kylee's Scripts
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
14
Add a New Team Member - Wizard & Welcome Email
AGENTS & ADMINS
team members, add new
FrontRunner has developed a New Team Member wizard that will quickly guide you through adding a new team member to your account. The wizard goes step-by-step through each item in the TM profile and allows you to assign the TM to your existing goal plans and commission/bonus plans, all in one simple process!
Go to Agency Setup
Click on Step 2: Management Options
In the Team Member section, click on New Team Member Wizard
Enter the requested information within each box and click Next to move to the next screen
Once you have filled out the necessary information on every screen, you will see a message that looks like this:
Click "Send Welcome Email & Finish" to send an automatic email to the new team member that will contain their log in information and the link to our New Team Member Training Video for them to review.
If the Welcome Email is not received, please click HERE.
Or, you can select "Just Finish" and simply advise the new TM what their email address and password is and forward them the link to the New Team Member Training Video (click HERE for link).
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
15
How to View the Time Off Calendar
AGENTS & ADMINS
The Time Off Calendar widget displays all approved time off requests, allowing your team members to see who is going to be out of the office and when. If you are an agent or admin that would like to display the Time Off Calendar widget on the dashboard for your team, please follow these steps:
First, you will need to add the Time Off Calendar widget to your dashboard. If you have already completed this, please skip to Step 11.
Go to Agency Setup
Click on Step 2: Management Options
Scroll down until you see the section titled DASHBOARDS
Select the appropriate dashboard by clicking the orange settings icon:
Scroll down to the bottom of your existing dashboard and click on Add Row
You will see a section appear asking you to select the width of your row. Please select Full Width and click the orange add button that looks like this:
Next, it's time to select the Time Off Calendar widget. Click on Add Widget.
A screen with a list of all available widgets will appear. Please locate and select the widget titled Time Off Calendar and click the orange Save icon
Adjust the location of the widget on your dashboard as desired and then scroll to the top of your dashboard and click the orange Save icon to save your changes.
From the Agency Setup > Step 2: Management Options section, scroll down until you see DASHBOARD CONFIGURATION
Under Dashboard Configuration, locate the question that asks which users should be able to view the Time Off Calendar, select the appropriate TM's, and then click the orange Save icon:
Now you and the selected team members can see all approved time off requests via the Time Off Calendar widget on your dashboard:
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
16
How to Use the Reminders Feature
AGENTS & ADMINS
FrontRunner has a built-in feature that, when properly configured, will alert you of important task follow-ups, reminders, or any other various items you don't want to forget about!
To set a reminder for a specific tracking item, the "Require a Note" setting must be enabled within that tracking item. Click HERE for how to enable a note requirement.
To set a reminder, follow these steps:
Click on My Dashboard
Under Activity Goals, locate the tracking item you wish to update (In this example, we are setting a reminder for a customer who requested a callback for an Auto quote).
Log the entry as you normally would by clicking the orange + symbol
In the Activity Details box that pops up, enter all the required information, including anything you will need for the follow-up (phone numbers, vehicle information, etc.) and click Set Reminder.
A new line will appear. Enter the date and time that you want to receive your reminder for this task. You can also set what color you want your reminder pop-up to be. Click Save.
On the date and time that you selected, your activity reminder will pop up and alert you:
To clear the reminder from your screen, simply click the pop-up message.
To review all reminders, go to My Dashboard > navigate to the Activity Goals widget > Click on Reminders
In the box that appears, you will have the option to view all of your reminders in a List view or a Calendar View, as well as a daily, weekly, monthly, or specific date range view
To edit a reminder, click the orange pencil icon, make your changes, and click Save. To delete a reminder, select the orange trash can icon.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
17
How to Add/Remove a Note Requirement for Tracking Items
AGENTS & ADMINS
Tracking items can be configured to require a "note" that prompts a team member to enter additional information for that item when logging it on their dashboard. This feature is recommended when you have tracking items linked to activity bonuses, when you want TM's to document specific info, or if you want to enable the Reminders feature for that tracking item.
To add or remove a note requirement for a specific tracking item, please follow these steps:
Go to Agency Set Up
Click on Step 2: Management Options
Scroll down until you see Agency Tracking > Tracking Items
If the tracking item has not yet been created, follow the steps provided HERE and then continue to the next step
On the left side, click the edit icon of the tracking item you wish to add a note
Click the box next to "Require a Note" to enable this setting and click Save
To remove a note requirement for a tracking item, follow steps 1-4, uncheck the "Require a Note" setting, and click Save.
PLEASE NOTE: Removing a note requirement will also delete all notes entered for that specific tracking item. To restore notes that were deleted by removing the note requirement, simply add the note requirement back to the tracking item they were previously attached.
To view all notes entered, follow these steps:
Click on My Dashboard
Locate your Activity Goals widget and click on View Activity Details
On the next window, you can filter which notes you wish to view by the entire Agency or a specific team member. You can also select to view all tracking items or just one, as well as select a specific date or date range. You can also export the selected criteria to a PDF or Excel file, if desired.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
18
How to Create Custom Email Reports
AGENTS & ADMINS
In addition to being able to create specialized dashboards with customizable widgets, FrontRunner also gives you the ability to create custom email reports that can be designed to include a multitude of data and be sent to specific team members or everyone at once.
To create a custom email report, please follow these steps:
Go to Agency Setup
Click on Step 2: Management Options
In the orange header, click Email Reports
Click on Create New Email
Under Email Name, enter the name of your report. You can change this at any time.
Under Add Row, click the + symbol to add your first row
Under Add Widget/Report, click the + symbol again to add your first widget to the report
The next step is to select the widget/report of your choice by clicking the box next to the item and then clicking Save. You may be asked to input additional widget settings, depending on the widget selected. Simply make your selections then click Save again.
Repeat steps 5-7 until you have all of the available widgets/reports added.
Once you have added all of your widgets, click the Save icon in the upper right corner
Click on to select which team members will receive the custom email report that you have created
If you want all of your team members to receive this custom email report, click on
If you want select only specific team members, select the icon
Next, select the custom email report you just created from the Report Type drop down menu
Select if you wish the email to generate daily, weekly, or monthly
Enter the time that you want the report to be emailed each day
Click Save
PRO TIPS WHEN CREATING A CUSTOM EMAIL REPORT:
When selecting a time for your custom email to generate, we recommend entering a time after close of business. This allows for the widget data to update so that your report contains the most accurate information for your agency. While FrontRunner makes every effort to update data in real time, there may be scenarios when we experience small delays in data reporting, especially during peak hours.
You can view a preview of how your report will look by clicking the "eye" icon:
You can rearrange the order of your widgets by clicking and holding the icon and dragging the widget up or down. Let go to set the widget in its new row and click Save.
Considering how many different widgets there are to choose from, it may take a bit of trial and error to fine tune your custom email report to your liking. Don't get discouraged if it doesn't turn out how you expected the first time!
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
19
Using the New Team Member Wizard
AGENTS & ADMINS
42 STEPS
42. Open frontrunner.zendesk and click highlight
43. That's it. You're done.
Here's an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **
https://www.iorad.com/player/1976346/Imafrontrunner---How-to-untitled-task-name
FrontRunner has developed a New Team Member wizard that will quickly guide you through adding a new team member to your account. The wizard goes step-by-step through each item in the TM profile and allows you to assign the TM to your existing goal plans and commission/bonus plans, all in one simple process!
Go to Agency Setup
Click on Step 2: Management Options
In the Team Member section, click on New Team Member Wizard
Enter the requested information within each box and click Next to move to the next screen
Once you have filled out the necessary information on every screen, you will see a message that looks like this:
Click "Send Welcome Email & Finish" to send an automatic email to the new team member that will contain their log in information and the link to our New Team Member Training Video for them to review.
If the Welcome Email is not received, please click HERE.
Or, you can select "Just Finish" and simply advise the new TM what their email address and password is and forward them the link to the New Team Member Training Video (click HERE for link).
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
20
How To: Create Custom Reports (Analysis Engine)
AGENTS & ADMINS
Analysis Engine - Creating Custom Reports
The Analysis Engine is a customized report (made by you) to analyze variables such as total app count to total premium, total autos in comparison to total fire, written premium vs issued premium, etc.
Compare other aspects of your agency like team member sales, sources, business types, and so much more!
Once you've created a custom report, try adding the Analysis Engine report to your email summaries!
1. Go to FrontRunner
2. Click on Reports
3. Click on Analysis Engine
4. Name Your Report
5. Select what you would like to track
6. Select your date filter and range.
7. Add additional tracking items if you'd like.
8. Click on Analyze Variables to view your data.
9. Choose between list/graph view.
10. Click Apply Filter to add custom tracking (such as team member)
11. Select a team member
12. When all analyzers and/or filters are selected, click Analyze Variables.
13. Click on Expand details to see more.
21
How to Update the Schedule for a Team Member
AGENTS & ADMINS
To update the schedule for a team member, please follow these steps:
Click on Agency Setup (top right corner)
Click on Step 2: Management Options
On the right, you will see a list of all team members
Click on the orange edit icon next to the TM (it looks like a pencil in a box)
This will display their profile to the left
Scroll down a little bit until you see Log Schedules (on the right side)
From here, you can change the Clock-In and Clock-Out time for each day to match the actual work schedule. You can either click within the boxes to manually type the updated time or you can click on the clock icon and select the updated time from the drop down.
Click the orange icon that says Update User to save the changes
Repeat steps 4-8 for each team member
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
22
How To: Create a Custom Leaderboard
AGENTS & ADMINS
FrontRunner offers fun, global leaderboards that can be shared with a select group of agents.
Have some friendly competition and boost team motivation with custom leaderboards!
1. Go to FrontRunner
2. Click on Agency Setup
3. Click on Management Options…
4. Scroll down to Custom Global Leaderboards
Click on Create New Leaderboard
5. Select which type of Leaderboard you'd like to create.
6. Name your Leaderboard
7. Select products to be included
8. Uncheck any team members you would not like on the leaderboard (if any)
9. Click on Save
10. Search for agent(s) to invite
11. Click on Send Invite
12. Time to view your creation! Click on My Dashboard
13. Click on Leaderboards
14. Scroll Down to Custom Leaderboards
Enjoy!
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
23
How to Set Up the Countdown Feature
AGENTS & ADMINS
FrontRunner has a countdown feature that you can enable to display how many days, hours, or minutes remain for things like special promotions, the end of the month, or even just the end of each day!
To enable this feature, please follow these steps:
1. Click on Agency Setup
2. Click on Step 2: Management Options
3. Scroll down until you see the section called Dashboard Configuration
4. Under "Show Countdown", click the box for "yes" to enable this feature
5. Next, select Manage User Countdown to customize the countdown feature
6. Next, you will create your countdown by entering the title of the countdown, as well as customizing the appearance of the countdown for each team member.
1. Set the countdown to appear daily or only one time (for example, a monthly promo that starts on June 1 and ends June 30 would be set up as a One Time countdown)
2. You can modify the color, if desired, as well as set the number of hours or a start/end date for the countdown
4. When you have finished customizing your countdown, click Close
5. Click Save to save all changes.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
24
How To: Update Team Member Email and/or Password
AGENTS & ADMINS
password, email, update team
Updating Team Member Email & Password
1. From the FrontRunner Dashboard
2. Click on Agency Setup
3. Click on Management Options…
4. Click on the Notepad Icon to Edit
5. Type in the team member's email address
6. Type in a password (they can change this once they log in)
7. Click on Update User to Save
25
How to Create and Remove Banner Announcements
AGENTS & ADMINS
FrontRunner allows you to create multiple banner announcements that will display at the top of the FrontRunner page. This is a great way to ensure your team sees important updates and reminders, or even just a way to send out a motivational message to your team.
To create a new announcement, please follow these steps:
Go to Agency Set Up (upper right corner)
Click on Step 2: Management Options
In the orange header, click ANNOUNCEMENTS
Click on Create New Announcement
Under Announcement Name, give your banner a title (example: Lunch Reminder)
In the Announcement Message field, compose the message you wish to display.
You can even customize your font color and background color!
Once your message is set up the way you want, click Save.
You can assign your announcement to one team member or your entire team. To assign an announcement, follow these steps:
After you have created an announcement, click on Assign Announcement
In the next box, you can add individual team members or all the team members and then select the announcement you wish each team member to see.
Lastly, click Save.
To delete an announcement, simply click the trash can icon next to the message.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
26
Customized Permissions
AGENTS & ADMINS
FrontRunner is already configured so you can assign standard platform permissions to your team members such as User, User Plus, Administrator, and Viewer, but did you know that you can further customize and assign specific permissions to your team? Our Manage Permission feature allows you to grant account access and permissions for individual team members that may not be included in their current permission status. For example, you may want to grant a member of your team access to view and modify activities for others, or perhaps you would like to assign someone the task of reviewing and approving time clock punches, but you don't want them to have full administrator access. The Manage Permissions feature allows you to do this!
To modify/manage permissions for a specific team member, please follow these steps:
Go to Agency Setup
Click on Step 2: Management Options
Under the section titled Your Team, locate the team member you wish to modify and select the edit icon (orange pencil next to their name) to display their profile
Under Platform Permissions, click on the option that says Manage Permissions
From here, you will see a list of permissions you can select for that team member. Make your selections and click DONE.
Lastly, scroll down and select Update User to save your changes
To learn more about our standard platform permissions, click HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
27
How to Approve Manual or Edited Time Punches
AGENTS & ADMINS
FrontRunner tracks the hours your team members have worked when the clock-in/out feature is used. This article will go over how your team uses FrontRunner to clock in and out for their shift and lunch breaks (if applicable), as well as what to do when a team member edits or manually enters a time punch entry.
Team members that clock in and out within FrontRunner will see a Clock-In/Out button on their dashboard and on the Time Clock & PTO tab. It is a green icon that looks like this:
To reduce the number of time punches that require approval, Team Members should make every effort to use the Clock-In and Clock-Out button to log their hours worked. However, we understand there may be times a team member forgets to clock in or out, or needs to edit an existing time punch entry. When a team member edits a time punch or manually enters a time punch entry, the agent or admin must approve this entry for the system to include it in their total hours worked.
How Will I Know if a Time Punch Needs to be Approved?
It is very important to ensure that you have approved any pending time punch entries before you finalize payroll. When you are reviewing the hours worked for your team, any time punches that need your approval can be viewed when you click on the message: You have pending time clock punches. Click here to review them now.
A box will appear with a list of all time punches that require approval. You will have icons that looks like a check mark and an X next to that time entry:
To approve the time punch entry, simply click on the icon.
To deny the time punch entry, click the icon.
You can also approve pending time punches by selecting the Approve or Deny icons next to each row under the Manage Clock-Ins section:
To approve the time punch entry, simply click on the icon.
To deny the time punch entry, click the icon.
Please note: Any time punch entries that are still pending approval will not appear on the
Logged Hours widget on the dashboard, email reports, or financial payouts tab.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
28
My Bonus Isn't Calculating Properly (TM)
TEAM MEMBERS
There may be times when you suspect that a bonus isn't calculating properly for yourself or a Team Member. Perhaps no bonus is showing at all, or the bonus amount displayed doesn't seem quite right. Whatever the issue, we are here to help! If you have a bonus calculation concern, please select from one of our processes below to allow us to find a quick resolution:
Submit a ticket right from the Bonus Calculation page (PREFERRED METHOD):
From the Bonus Tab, you will see a red box that says "Bonus Issue?" in the upper right corner.
Click on the red "Bonus Issue?" box and selectStart.
Enter ALL of the information requested in each field, including attaching your current bonus plan.It is crucial to provide all of the requested information to expedite a resolution.
Once submitted, our support team will be notified. They will contact you once the issue is resolved, or if they have additional questions.
NOTE:You can also access this form by clicking on the Support tab (located at the top of the page) and selecting the option forBonus Issueand following the same steps listed above.
Email Support
Send an email to support@imafrontrunner.comwith the following information:
Team Member(s) affected
Bonus month in question
Product (Auto, Fire, Life, Health, Bank, Kickers, Activities)
Description of issue (bonus amount is incorrect, bonus is not calculating at all, etc.)
Any additional information pertaining to the bonus issue (example: TM should qualify for Tier 2 and earn 3% on Auto but is only at Tier 1 or TM is getting paid $5 per Review and it should be $10)
Upload/attach the most recent version of your Bonus Plan (helpful but not required)
Examples:
Incorrect: Calling to discuss a bonus calculation concern.
Correct: Submitting a bonus calculation request via the steps provided above.
Incorrect: Sending an emailpr chat that says "Can someone call me to go over my bonus plan? It's not calculating."
Correct: Submitting a bonus issue request or email that includes all necessary information to research and find a resolution.For example:"The February bonuses are calculating incorrectly for my team. John and Sara both qualify for Tier 2, which is 4% on P&C, but the bonus is showing zero. They require 3 FS issued to tier up and they both have 4 FS each. I am attaching my most recent bonus plan to this communication."
Our support team will then review your current bonus plans, settings, validations, and sales to determine the root cause of the issue. We will promptly respond to your ticket with a resolution, or additional questions, if needed. Again, please be as thorough as possible in your ticket to avoid delays in a resolution.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
29
How to Edit a Time Punch Entry
TEAM MEMBERS
To edit a clock-in or clock-out entry, please follow these steps:
Click on the Time Clock & PTO tab
In the Manage Clock-Ins section, locate the date of the entry you wish to modify. (Note: If you do not see the entry you wish to modify, change the date range.)
Click the orange edit icon next to the entry you updating
A box will open titled Edit Clock-In. Locate the field with the entry you wish to update (either Time In, Time Out, or the date) and make your adjustments:
You can either select the correct time from the drop-down, or you can click within the box and manually type the time you wish to update. Once you have updated your entry, click SAVE.
Depending on the configuration of your profile and account, time punch edits may have to be approved by your agent/admin. Please reach out to your agent with any questions.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
30
How to Clock In and Out in FrontRunner
TEAM MEMBERS
FrontRunner tracks your hours worked when the clock-in/out feature is used. This article will go over how to use FrontRunner to clock in and out for your shift and lunch breaks.
The Clock-In/Out button can be located on your dashboard, as well as the Time Clock & PTO tab. It is a green icon that looks like this:
If you do not see the Clock-In icon on your dashboard, this means that the Hourly setting within the team member profile is not enabled. Please reach out to your agent to correct or email us at support@imafrontrunner.com and we will update it for you.
When you are ready to clock in, simply click the green Clock-In icon. To confirm that your time punch was accepted, refresh your browser. You will know that you are clocked in when the icon turns blue and looks like this:
What If I Forget to Clock In or Clock Out?
There may be times that you forget to log a time punch. When this happens, the first thing you want to do is complete that time punch by following the steps above. Next, you will want to edit your time punch to accurately reflect your actual clock-in or clock-out time. To do this, please follow these steps:
Clock in or out on FrontRunner, depending on the missing punch.
From the Time Clock & PTO tab, under Manage Clock-Ins, select the entry that you wish to modify by clicking the orange edit icon to the right.
A window will pop up titled Edit Clock-In. For this example, let's assume you started your shift at 1:00pm but didn't realize you forgot to clock in until 1:28pm. You will first clock in and then edit your time punch to 1:00pm and click Save. Note: You can select a time from the drop-down menu or simply delete the incorrect time and manually type it in the appropriate field:
Another way to clock in and out is to submit the entry manually. To do this, you will need to already know your start and end times for that day. Next, you will follow these steps:
From the Time Clock & PTO tab, under Manage Clock-Ins, select the green icon that says New Clock-In.
A pop-up box will appear titled New Clock-In. Enter the specified date, time in, and time out, and click Save.
Please note: Any time punches that are edited or manually entered do require Agent or Admin approval before those hours will be included in your total time worked.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
31
How to Log Activities on Your Dashboard
TEAM MEMBERS
Many agents have their team track specific activities throughout the day, week, and month. Some of these activities may be linked to a bonus payout, so it's important to log these activities accurately.
To access your dashboard, you will click on My Dashboard. If your agent has assigned you to a goal plan, you will see your activity goals within each bubble. Here is an example:
You can change select the date you wish to view, as well as view your daily, weekly, and monthly goals by clicking here the areas of the arrows, as seen below:
Logging an Activity
To log an activity entry, simply click on the orange + symbol within that activity bubble.
You can also add multiple entries at once. For example, if you need to log 50 calls, you would locate the activity bubble titled "Calls", enter "50" in the number field, and click the orange + symbol to save the entry:
Deleting an Activity Entry
To delete or undo an entry, simply click the orange - symbol, or you can enter a number manually within the number field and click the orange - symbol, as well.
Notes
Some activities require a "note" when logging an entry, especially if the activity is linked to a bonus. You can tell which activities require a note because they will have a blue flag next to the title. When you log an activity with a note, a box will pop up when you click the orange + symbol:
To view the entries you have logged that required a note, simply click on the link in the bottom left corner of your activity goals dashboard that says "View Activity Details":
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
33
Custom User Permissions
AGENTS & ADMINS
We listen to feedback, and many of you want to be able to customize what your team members can see / do that is outside of our standard permission sets. We know you've had to just settle for whatever our permission sets allowed them to do in the past... but no longer! Now, the power is in your hands.
Watch this quick 5 minute video that explains how to do it and as always if we can help start a live chat with us or shoot us an email. We are always happy to help!
New Feature Video: Custom User Permissions
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
34
How to Update a Bonus Plan(s)
AGENTS & ADMINS
We understand that things change and we will gladly assist you with updating your account. Please see below for how to update your bonus plans.
Please note that we can only accept bonus/commission plan changes via this method.
Click on the Support tab (located at the top of the page)
Click on Change Request.
Click Start.
Please ensure you include when you wish this change to go into effect, as well as which TM's should be assigned to the updated plan(s).
If you have your bonus plan saved on your computer, you can also attach it to your ticket in the final step.
Once you have completed all of the required steps, click Submit.
OR
Please click HERE to upload an electronic copy of your new and/or updated bonus/commission structure, including all kickers, activity bonuses, and validators.
Please ensure you include when you wish this change to go into effect, as well as which Team Members should be assigned to the new plan.
Once we have received your bonus/commission plan changes as outlined above, please allow 4-6 business days for FrontRunner Support to update your account. You will be notified via email once the new plan(s) have been updated.
**4-6 Business Days is our typical turnaround for all bonus plan updates. When experiencing a high volume of new subscribers or bonus plan updates, this turnaround time may change. We will notify you if we need additional time to update your bonus plan(s).
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
35
Bonus Isn't Calculating- What Do I Do?
AGENTS & ADMINS
There may be times when you suspect that a bonus isn't calculating properly for yourself or a Team Member. Perhaps no bonus is showing at all, or the bonus amount displayed doesn't seem quite right. Whatever the issue, we are here to help! If you have a bonus calculation concern, please select from one of our processes below to allow us to find a quick resolution:
Submit a ticket right from the Bonus Calculation page (PREFERRED METHOD):
From the Bonus Tab, you will see a red box that says "Bonus Issue?" in the upper right corner.
Click on the red "Bonus Issue?" box and select Start.
Enter ALL of the information requested in each field, including attaching your current bonus plan. It is crucial to provide all of the requested information to expedite a resolution.
Once submitted, our support team will be notified. They will contact you once the issue is resolved, or if they have additional questions.
NOTE: You can also access this form by clicking on the Support tab (located at the top of the page) and selecting the option for Bonus Issue and following the same steps listed above.
Email Support
Send an email to support@imafrontrunner.comwith the following information:
Team Member(s) affected
Bonus month in question
Product (Auto, Fire, Life, Health, Bank, Kickers, Activities)
Description of issue (bonus amount is incorrect, bonus is not calculating at all, etc.)
Any additional information pertaining to the bonus issue (example: TM should qualify for Tier 2 and earn 3% on Auto but is only at Tier 1 or TM is getting paid $5 per Review and it should be $10)
Upload/attach the most recent version of your Bonus Plan (helpful but not required)
Examples:
Incorrect: Calling to discuss a bonus calculation concern.
Correct: Submitting a bonus calculation request via the steps provided above.
Incorrect: Sending an email that says"Can someone call me to go over my bonus plan? It's not calculating."
Correct: Submitting a bonus issue request or email that includes all necessary information to research and find a resolution. For example: "The February bonuses are calculating incorrectly for my team. John and Sara both qualify for Tier 2, which is 4% on P&C, but the bonus is showing zero. They require 3 FS issued to tier up and they both have 4 FS each. I am attaching my most recent bonus plan to this communication."
Our support team will then review your current bonus plans, settings, validations, and sales to determine the root cause of the issue. We will promptly respond to your ticket with a resolution, or additional questions, if needed. Again, please be as thorough as possible in your ticket to avoid delays in a resolution.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
36
How to Update Billing Information/Credit Card
AGENTS & ADMINS
To update the credit card on file, please follow these steps:
Go to Agency Setup
Click on Step 1: Basic Agency Information
Under Billing Information, select the button that says "Click Here" to update your billing information.
Enter your updated card info by clicking your mouse within each field and typing over the old info.
Select the orange Save icon.
If your account is on hold: After updating your card, please email support@imafrontrunner.com to let us know your billing info has been updated and we will manually process the payment to fully restore your account access.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
37
How to Submit a PTO Request (TM)
TEAM MEMBERS
PTO
To Submit a Paid Time Off (PTO) Request:
Click on the Time Clock & PTO tab.
Click on the green button that says New Request.
Select how you wish to take the PTO (days or hours)
Select the PTO category you wish to use from the drop-down menu.
Once a PTO category is selected, you will have the option to select the PTO as paid by checking that box.
If the option to select Paid is grayed out, please reach out to your agent to resolve. They can click HERE for our help article on how to enable this feature.
Enter a note in the Reason field and click Save to submit the request.
Your PTO request has been submitted and is now awaiting approval by your Agent.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
38
How to Submit & Approve a PTO Request
AGENTS & ADMINS
This article outlines the steps on how to submit a PTO request on behalf of someone else or yourself, as well as how to approve a time off request for a member of your team.
If you are an Agent or Administrator, you can submit a PTO request on behalf of another Team Member:
Click on the Time Clock & PTO tab
Select the Team Member from the drop-down menu and click on New Request
Select how they wish to use the PTO (days or hours) and then from the drop-down, select the PT) category they wish to use.
Once a PTO category is selected, you will have the option to select the PTO as paid by checking that box.
If the option to select Paid is grayed out, please click HERE.
Enter a note in the Reason field and click Save to submit the request.
If you are a Team Member submitting a PTO request for yourself, follow these steps:
Click on the Time Clock & PTO tab.
Click on the green button that says New Request.
Select how you wish to take the PTO (days or hours)
Select the PTO category you wish to use from the drop-down menu.
Once a PTO category is selected, you will have the option to select the PTO as paid by checking that box.
Enter a note in the Reason field and click Save to submit the request.
Your PTO request has been submitted and is now awaiting approval by your Agent.
How to Approve a Time Off Request
If you are an Agent or Administrator, you can approve PTO request by following these steps:
Click on the Time Clock & PTO tab.
Under PTO requests, you will see the PTO request that your team member submitted. Look for the three orange symbols to the right of the request.
Select the ? to view the note attached to the request.
Select the ✓ to approve the request.
Select the X to reject/deny the request.
When a Team Member submits a PTO request, your notification (bell) icon will turn red. Click the notification icon to view the alert.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
39
How to Set Up PTO Categories & Update PTO Balances
AGENTS & ADMINS
There are two ways your team members can earn or receive Paid Time Off (PTO). You can provide your team member an allowance of PTO hours or days to use throughout the year, either upon hire or after a certain length of employment. They can also earn (accrue) PTO each pay period based on the hours they work. The benefit of PTO varies between agencies, so the great thing about FrontRunner is that you can easily customize how you set up PTO in your account.
How to Set Up PTO Categories:
Go to Agency Set Up
Click on Step 2: Management Options
In the section titled Team Members, click on Manage PTO Categories
In the PTO Categories box, name the PTO type (for example, Vacation, Sick, Personal, etc.) and click on the orange Save PTO Category button.
Continue adding PTO categories until all of your PTO types have been created, then click Close.
How to Assign PTO to a Team Member
Once you have your PTO categories created, you will be able to assign and edit the PTO time for team members. There are two ways to access and update this info:
To Update PTO for Individual TM:
Go to Agency Set Up
Click on Step 2: Management Options
In the section titled Team Members, select the Team Member by clicking the orange edit icon next to their name.
Their information will now be visible on the left side.
Scroll down until you see the PTO Category section.
Enter the number of days or hours of PTO your Team Member has earned.
Please note: 8 hours = 1 day, so if a TM has 40 hours of PTO, you would enter this as 5 days;
35 hours would be entered as 4 days 3 hours, etc.
Click Update User to save the changes.
To Update PTO for Multiple TMs:
Click on the Time Clock & PTO tab at the top of the page
In the Available PTO widget, click the orange icon that says Manage
A box will appear that says Manage User PTO Category
Enter the available PTO allowance in the appropriate category for each TM and click Save.
Please note: 8 hours = 1 day, so if a TM has 40 hours of PTO, you would enter this as 5 days; 35 hours would be entered as 4 days 3 hours, etc.
For steps on how to accrue PTO, click HERE.
For steps on how to submit a PTO request, click HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
40
How to Add or Remove Tracking Items
AGENTS & ADMINS
How to ADD a Tracking Item:
Go to Agency Set Up
Click on Step 2: Management Options
Scroll down to the Agency Tracking section
If the tracking item needs to be created, click on New Tracking Item.
Name the tracking item. (Using abbreviations is recommended)
If you want the tracking item to require a note or source type, select those boxes.
Click the orange Save icon.
How to REMOVE a Tracking Item:
Go to Agency Set Up
Click on Step 2: Management Options
Scroll down to Agency Tracking.
Under Tracking Items, locate the activity you wish to delete and click the orange trashcan icon next to that item. Please note: Deleting an activity will remove all historical data for that activity.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
41
How to Add/Remove the Clock-In Feature
AGENTS & ADMINS
The Time Clock feature in FrontRunner is one of the most widely used tools in the system.
Please note: If you have a Team Member that is not able to clock in or out due to a missing Clock-In button, check their user profile to ensure that the Hourly box is checked.
If you have Team Members that have and use Paid Time Off (PTO), or have hourly Team Members, you will want to activate the Time Clock feature.
If your Team Members do not use the PTO system in FrontRunner, or if you do not wish to have them clock in and out, you can remove the clock-in button by following these quick steps:
Go to Agency Setup
Click on Step 2: Management Options
In the Team Members section, locate the Team Member that will not be using FrontRunner to clock in and out and click on the orange edit icon to the right of their name.
Their information now be visible on the left side. Scroll down until you see the User Status section.
Uncheck the box for Hourly.
Scroll down and click on the orange icon that says Update User to save your changes.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
42
Zoom Recap - New PTO Feature & Functionality
AGENTS & ADMINS
A recap of our August 31st Zoom Presentation for the New PTO Feature and Functionality in FrontRunner. Presented by Adam Norsworthy, this recap is now available here on our YouTube and our Community FAQs.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
43
New Team Member Setup Guide
AGENTS & ADMINS
To set up and assign a New Team Member to your FrontRunner account, please follow this easy help guide! The steps themselves are an abridged version, with the actual FAQ article links right below so you can access the full knowledge base.
1. Go to Agency Setup Step 2: Management Options. Now in the section Your Team, you will add New TM data in the form on the left of the screen. (Their First & Last Name, email, 12345678 - default password, Hourly/Salary - MUST SELECT Commission/Bonus if they are to receive any type of Commission/Activity Bonus)
FAQ LINK - https://frontrunner.zendesk.com/hc/en-us/articles/360057912073-How-to-Add-Team-Members-
2. Now to Assign the Activity Goals, still under Step 2: Management Options scroll down to the Agency Tracking Section and assign the TM to their Goals via the Assign Goal Plans chart. (Toggle between Daily, weekly & monthly at the top)
FAQ LINK - https://frontrunner.zendesk.com/hc/en-us/articles/360061621213-How-Can-I-update-Activity-Goal-Plans-
3. To Assign Sales Goals, while still under Step 2: Management Options scroll down to Agency Sales Goals and find the TM and assign their goals.
FAQ LINK - https://frontrunner.zendesk.com/hc/en-us/articles/360061621233-How-can-I-manage-Sales-Goals-for-Agency-TMs
4. Now Assign the Bonus Plan/Kicker or Activity Bonus Plan, go to Step 3: Bonus/Incentives and scroll down to the Bonus Plan Assignments chart. Ignore all the other sections, you may ruin your account by tampering with settings. Next, if you have any Additional Bonus Plan, such as Kicker or Activity Bonus Plans, you'll want to assign those. Scroll to the Kicker Bonus Plan Assignment chart and assign the TM and lastly scroll to the Activity Bonus Assignment section to assign the TM.
If the TM is Grayed Out that means you left Commission/Bonus unselected and must updated under Agency SetUp - Step 2 Management Options.
FAQ LINK - https://frontrunner.zendesk.com/hc/en-us/articles/1500001257562-How-do-I-assign-Bonus-Plans-
New Team Member Basics:
How to Add a Team Member
How to Add or Remove Tracking Items
How to Create a New Goal Plan
How to Assign a Goal Plan to a Team Member
How to Assign a Bonus Plan to a Team Member
Common Topics:
How to Reset Team Member Password
How to Remove a Team Member
Can I Add a New Team Member to an Old Team Member's Profile?
How to Assign a Bonus Plan to a TM that is Grayed Out
How to Set Up Custom Dashboards
Videos:
Add/Edit Team Members
Zoom Workshop: Team Member Essential Training
How to Create Bonus Plans
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
44
Zoom WorkShop - Team Member Essential Training
TEAM MEMBERS
Welcome to the FrontRunner Family!
We know team members make the world go around ;) and that's why it's important to us to make sure you have all of the resources you need to be successful with our platform.
This video will teach you everything from clocking in and entering your sales to checking your bonus $$$
We'll touch on how to access scripts, what you can find on the dashboard, and how you can reach out if you need a helping hand with all things FrontRunner!
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
45
Sale, Written, & Issued Premium- What's the Difference?
TEAM MEMBERS
What is the difference between the total Sale Premium, Written Premium, and Issued Premium?
Written Premium
The total premium entered into the Written Premium field on the sales form within any given calendar month
Issued Premium
The total premium entered into the Issued Premium field on the sales form within any given calendar month
Sale Premium
The Sale Premium is the higher premium between the Written Premium and the Issued Premium
Sale Premium: The Sale Premium was created as a solution when a Team Member forgets to enter an “issued premium” during the process of marking sales as Issued. In the past, if the Issued Premium field was left blank, the system would interpret the policy at a $0 premium, thus affecting potential bonus payouts. With the introduction of the Sale Premium, the system can now interpret the written value and assume it is the same as the issued premium.
The Sale Premium is also used in situations when a sale issues higher than what was originally written.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
46
How to Remove a Team Member
AGENTS & ADMINS
This article will provide the steps on removing a Team Member from your account, as well as how to view the data for Inactive Team Members.
Please review the following steps on how to remove a Team Member from your account:
Go to Agency Set Up.
Click on Step 2: Management Options.
In the section titled Team Members, locate the Team Member you wish to remove.
To the right of their name, click the orange trash can icon and select “ok” to confirm.
PLEASE NOTE: Never delete a team member from the Recycle Bin. Doing so will permanently remove the team member and their data from the system. This action cannot be reversed.
How Do I View Data for an Inactive Team Member?
When you delete a Team Member from your FrontRunner account, their data is still retained within the system. There are two ways to access this data:
Option 1
Click on the Reports tab > Commission Reports and check the “Include Inactive Team Members" box to view reports that include their activity.
Option 2
Click on the Sales tab, scroll down, and in the drop-down box titled Inactive Members, change it to Included.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
47
FrontRunner Sign Up Process
NEW SUBSCRIBERS
Welcome to FrontRunner, the premier platform for tracking your sales and growing your business! We're thrilled that you've decided to join our community of successful users and we're here to make sure you have everything you need to get started.
To begin, you'll need to sign up at www.imafrontrunner.com,
Once you subscribe, you'll receive a link to our Pre-Onboarding Questionnaire. This form is crucial to ensure your account is set up quickly and efficiently, so please take the time to fill it out completely and to the best of your ability. If you don't receive the questionnaire, please check your spam/junk folder - and if it's not there, reach out to your sales admin or our support team at support@imafrontrunner.com.
Unlike many tracking platforms, FrontRunner doesn't charge a set-up fee. Our Support Team will personally configure your account within 4-6 business days*, using the information you provided in the questionnaire.
Once your account is ready, you will receive an email entitled Account Setup Complete. This email will include:
The login information for you and your team members
Three training videos: Team Member Onboarding, Agent/Admin Onboarding, and How To Run Payroll
and a link to our extensive Help Articles where you'll find answers to many of your questions.
Your data is yours! - If you have sales data from a previous platform that you'd like to import into FrontRunner, rest assured! (We'll ask you for this info on your onboarding form.) We accept all data in CSV or Excel format. *If you're unable to obtain this data, please reach out and we'll do our best to ensure you keep your history!* Our Import Team will process your request and notify you once the import is complete.
If you have any questions or concerns, please don't hesitate to reach out to our outstanding support team at www.imafrontrunner.com. We're available Monday-Friday from 9am to 5pm EST and we are always always happy to help. You can also visit the Support tab on our website for additional helpful resources.
Thank you for entrusting us with your business, we are excited to be a part of your success.
If you or your team have any questions or concerns after reviewing the resources provided, please send an email to support@imafrontrunner.com. Please be as descriptive as possible in your message to expedite a resolution. The Support Office is available Monday-Friday 9am to 5pm EST.
How do I import my prior sales data?
If you have sales data from a prior tracking platform that you would like to import into FrontRunner, you can indicate this on your Pre-Onboarding Questionnaire, or you can attach the data in a in 'CSV.' or 'Excel' file format to support@imafrontrunner.com. Our Import Team will process your request and notify you once the import is complete.
How long can I expect before I start using my account?
**4-6 Business Days is our typical turnaround for all new account buildouts. When experiencing a high volume of new subscribers or bonus plan updates, this turnaround time may change. We will notify you if we need additional time to build out your account.
Do you offer any training?
FrontRunner offers weekly Zoom Workshops to help you and your team get the most out of our platform. We have two sessions: one for agents and administrators, and another for team members. These workshops are a great opportunity to learn the basics of FrontRunner - as well as some tips, tricks, and best practices. Have questions? You're welcome to stick around after the session to get those answered. Whether you attend on your own or with your team, these workshops will give you a deeper understanding of how to use FrontRunner to grow your business.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
48
How to Reset Team Member Password
AGENTS & ADMINS
As an Agent, there may be times when you will need to reset the password for a Team Member. To reset a password in FrontRunner, please follow these steps:
Go to Agency Set Up (upper right corner).
Click on Step 2: Management Options.
In the section titled Team Members, locate the Team Member who needs their password
reset and click on the orange pencil icon to the right of their name.
Their information now be visible on the left side. In the password field, reset their password by typing 12345678.
Scroll down and click on the orange icon that says Update User.
Have the Team Member log into their account and update their password by going to My Dashboard > Change Password.
Please note: They may need to refresh their web browser after the reset before logging in.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
49
How Do I Prepare for Payroll?
AGENTS & ADMINS
Running payroll with FrontRunner is easy and much more efficient than tracking it internally. Please review our quick video on how to run your payroll. This video covers the most important aspects of the payroll process and will answer the majority of any questions you may have.
IMPORTANT: If you have a concern that a bonus is not calculating properly, please follow these steps to submit a Bonus Issue request: Bonus Isn't Calculating - What Do I do? FrontRunner Support does NOT research bonus issues over the phone, so please do not call or chat in for a bonus issue. We encourage agents and TM's to review their bonuses routinely throughout the month and submit a Bonus Issue request as soon as a concern is discovered; please do not wait until the day you're running payroll to reach out, as payroll time can get busy for FrontRunner Support and we do need enough time to fully research and resolve all issues.
Click the Link Below to Watch The Video:
How to Run Payroll Video Guide
How to Run Payroll:
Go to the Bonus tab.
Select the month or filter the date range for the month you are running payroll.
Select the Team Member from the drop-down menu.
Review the bonus information across the top of the page.
OR
Go to the Bonus tab.
Click on Financial Payouts.
From the upper left drop-down menu, select the payroll date
Review the financial payouts for the entire team, or you can filter by team member by entering their name in the Search Team Member field
Once you have reviewed the financial payouts for your team and are ready to approve, select Export Payment Info to send the data directly to your payroll provider.
What is Paid & Locked?
Paid & Locked, a feature on the Bonus tab, locks all sales from the selected period (including written sales that have not yet issued). If you need to issue a policy that is in a period that has already been paid & locked, you will need to uncheck "Paid & Locked" and select submit prior to returning to the sales tab to issue the policy. For this reason, most agents do not select Paid & Locked.
Before submitting payroll, please ensure you have reviewed and approved any pending time punches that were manually submitted or edited by your team, as those will need your approval before the system includes those hours in the total hours worked. For instructions on how to approve time punch entries that were manually submitted or edited by a team member, click HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
50
How to Set Up PTO Accrual
AGENTS & ADMINS
Please note: You must have PTO categories already created to set up PTO Accrual. For the steps on how to set up a PTO category, click HERE.
FrontRunner allows you to configure the accrual of PTO so your Team Members can earn time off based on time worked. To set this up, please follow the steps below:
Go to Agency Set Up
Click on Step 2: Management Options
In the section titled Team Members, locate the Team Member and click on the orange pencil icon to the right of their name.
Their information now be visible on the left side.
Scroll down to the PTO Category section.
Click the orange edit icon next to Accrue Time Off.
In the next window, check the "yes" box.
This will open the settings to set up your PTO accrual calculations. Enter the information as desired.
Example 1: Your team member is scheduled 40 hours a week. You want them to earn 1 day of PTO for 1 month (approximately 20 days) worked, with a max of 10 days per year.
Example 2: A team member is scheduled 40 hours a week, with a unpaid 30 min lunch per day. You want them to earn 4 hours of PTO for every 80 hours worked (a PTO accrual rate of 4 hours per bi-weekly pay period.) At this rate, your Team Member can earn 104 PTO hours (13 eight-hour days) over the course of the year (26 pay periods).
8. Select the orange icon that says Done to save the changes.
9. Set the Accrue Time Off Effective Date (This is the date that you want the system to start calculating PTO accrual for that team member; this is typically their hire date).
10. Click Update User to save all changes.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
51
How to Assign a Bonus Plan to a Team Member
AGENTS & ADMINS
FrontRunner gives you the ability to easily assign created Bonus, Kicker, and Activity plans to your Team by individual months or all months at once. This flexibility allows you to assign different bonus plans or incentives month to month, if desired.
To Assign a Bonus Plan to a Team Member:
Go to Agency Setup
Click on Step 3: Bonus & Incentives
Scroll down to the Bonus Plan Assignments section
Select the category of the bonus you are assigning (Auto, Fire, etc.) from the drop-down menu
Select the bonus plan from the Plan Assignment drop-down menu
To assign the bonus plan to every member on your team, select All Team Members > Action > Apply Plan > Save (orange icon at bottom of section)
To assign the bonus plan to specific Team Members, select a name > Action > Apply Plan > Select the next name and repeat the steps until all Team Members have been assigned > Save (orange icon at bottom of section)
Complete these steps for each category (Auto, Fire, Life, Health, Bank)
Click here if you are unable to assign a bonus plan to a Team Member because they are grayed out.
The steps to assign Kicker and Activity Bonuses are the same as above.
You can learn more about Assigning Bonus Plans by viewing this video from our YouTube page:
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
52
How to Remove a Team Member
AGENTS & ADMINS
This article will provide the steps on removing a Team Member from your account, as well as how to view the data for Inactive Team Members. Please note: When you delete a Team Member from your FrontRunner account, their data is still retained within the system, as long as the team member is not deleted from the Recycle Bin.
Please review the following steps on how to remove a Team Member from your account:
Go to Agency Set Up.
Click on Step 2: Management Options.
In the section titled Team Members, locate the Team Member you wish to remove.
To the right of their name, click the orange trash can icon and select “ok” to confirm.
How Do I View Data for an Inactive Team Member?
When you delete a Team Member from your FrontRunner account, their data is still retained within the system. There are two ways to access this data:
Option 1
Click on the Reports tab > Commission Reports and check the “Include Inactive Team Members" box to view reports that include their activity.
Option 2
Click on the Sales tab, scroll down, and in the drop-down box titled Inactive Members, change it to Included.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
53
How to Create a New Goal Plan
AGENTS & ADMINS
FrontRunner allows you to create and track customized activities for your team. Once your activities have been created, the next step is to create a Goal Plan. You can create goal plans for each individual Team Member or the entire team- the choice is yours!
How to Create a New Goal Plan:
Go to Agency Set Up
Click on Step 2: Management Options
Scroll down to the Agency Tracking section
Under Goal Plans, click on New Goal Plan.
Name your goal plan (for example, John Daily, Sales Daily, Service Daily, etc.)
Click on the Add Tracking Item button and begin selecting the activities from the drop-down menu. (If you do not see the tracking item you want, click HERE.)
Set the daily goal for each activity by manually entering the goal or using the up/down toggle.
Continue clicking on Add Tracking Item until you have added all the activities you want to track within that particular goal plan.
When your goal plan is complete, click the orange Save icon.
To Create a WEEKLY Goal Plan:
After creating the Daily Goal Plan, click the Copy/Duplicate icon (solid orange square) next to the Daily Goal Plan.
Rename the plan (for example, John Weekly or Sales Weekly).
Change the multiplier to 5 and click Save to have the system automatically calculate the weekly goals for that plan.
To Create a MONTHLY Goal Plan:
After creating the Daily Goal Plan, click the Copy/Duplicate icon (solid orange square) next to the Daily Goal Plan.
Rename the plan (for example, John Monthly or Sales Monthly).
Change the multiplier to 20 and click Save to have the system automatically calculate the monthly goals for that plan.
OR
You can also create a weekly and/or monthly Goal Plan by following the same steps to create a new goal plan and calculate/enter the daily, weekly, and monthly goals manually, instead of using the duplicate/multiplier feature.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
54
How to Assign a Bonus Plan to a TM that is Grayed Out
AGENTS & ADMINS
When you add a new Team Member to FrontRunner that is eligible for a commission or bonus, please make sure the Commission/Bonus box is checked during set up.
If you are trying to assign a bonus plan to a Team Member and they are grayed out, it simply means that the Commission/Bonus box is not selected in their account.
TO RESOLVE:
Please click on Agency Setup.
Click on Step 2: Management Options.
Select the Team Member by clicking the orange edit icon next to their name.
On the left side, in the User Status box, check the option for Commission/Bonus.
Click Save New User.
Now, head back over to Agency Setup > Step 3: Bonus & Incentives to assign the Team Member to their bonus plan(s).
Click here for instructions on How to Assign a Bonus Plan to a Team Member.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
55
What Happens to Inactive Team Member Data?
AGENTS & ADMINS
When you delete a Team Member from your FrontRunner account, their data is still retained within the system, as long as the team member is not deleted from the Recycle Bin. There are two ways to access this data:
Option 1
Click on the Reports tab > Commission Reports and check the “Include Inactive Team Members" box to view reports that include their activity.
Option 2
Click on the Sales tab, scroll down, and in the drop-down box titled Inactive Members, change it to Included.
To Restore a Team Member:
Click on the Recycle Bin tab at the top of the page.
Ensure the Team Members category is selected.
Select the Team Member to restore from the drop-down menu and click the orange Restore icon.
Select OK to confirm submission.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
56
How to Add a Team Member
AGENTS & ADMINS
This article will provide the steps on adding a Team Member to your account:
Go to Agency Set Up
Click on Step 2: Management Options
On the left side, enter the new Team Member's name and email address.
Enter the default password of 12345678.
Select their Platform Permission (view permission types HERE)
Enter all other applicable info.
When finished, click on the orange icon that says Save New User to save the new profile.
Special Notes:
If the Team Member is eligible for commission/bonuses, please be sure to check the Commission/Bonus box in the User Status. If this is not selected, you will not be able to assign a bonus plan to this Team Member.
If the Team Member is hourly, check the Hourly box and enter their hourly rate.
If the Team Member is salary, you will check BOTH the Hourly and Salary boxes. Enter 0 for the hourly rate and then enter the yearly salary.
Once you have created a profile for your new Team Member, you will want to assign a Goal Plan and Bonus plan to them. (For steps on how to assign a goal plan to a Team Member, click HERE. For steps on how to assign a bonus plan to a Team Member, click HERE.)
You will need to advise your new team member of their email address and default password and have them log into FrontRunner with that information. Once they are logged in, please have the new team member update their password by going to My Dashboard > Change Password.
If you would like a member of the FrontRunner Support team to add a team member on your behalf, please email support@imafrontrunner.com the following information:
Team member first and last name
Email address for team member
Permission level: (User, User Plus, Admin, etc.)
Hourly rate or yearly salary, if applicable
Does this TM earn Commission/Bonus (yes or no)
Does this TM have any available PTO? (If yes, please list the hours or days currently available)
Which existing goal plan will the TM be assigned?
Which existing bonus, kicker, and/or activity plans will the TM be assigned?
If the goal plan or bonus plan(s) do not currently exist, please include in your email the tracking items you wish to add to their goal plan and the daily goal for each, as well as the bonus structure you wish them to be assigned.
Once we have added the team member on your behalf, you will receive an email notifying you that it has been completed.
For even more information, check out this pro-tip video:
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
57
How to Assign a Goal Plan to a Team Member
AGENTS & ADMINS
To assign your Team Members to their Activity Goals Plans follow these steps.
Go to Agency Set Up
Click on Step 2: Management Options
Scroll down to Agency Tracking.
Under Assign Goal Plans, select the goal plan for each Team Member.
Don’t forget to assign the Weekly and Monthly goal plans, if applicable, as well.
The system will automatically update and save your selections as you go.
Most Agencies only track Daily, Weekly and Monthly activities, so we typically assign these to you during your initial account set-up. If you want to create a new Goal Plan, or wish to create various goal plans for specific Team Members, you can find the steps to set this up HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
58
Can I Add a New Team Member to an Old Team Member’s Profile?
AGENTS & ADMINS
A common question we receive is "Can I replace a previous Team Member's name with a new Team Member's name instead of creating a new profile?" The answer is no. You never want to override an existing profile with a new Team Member's information.
If you replace a previous Team Member's profile with the name of a new Team Member, it will corrupt both the prior sales data for the previous TM, as well as any new sales data for the new TM. Therefore, it is critical that whenever you have a new Team Member, you create a new user profile for them.
For steps on how to add a new Team Member, click HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
59
How to Set Up & Manage Custom Dashboards
AGENTS & ADMINS
SETTING UP A NEW DASHBOARD:
Go to Agency Setup (upper right corner).
Click on Step 2: Management Options.
In the orange header, select Dashboards
Click on the orange box that says Create New Dashboard.
Assign a name/title to the dashboard.
Next, click on the + under Add Row
From the drop down, select how many widgets you wish to display on that row.
Next, select Add Widget.
To assign a widget to each section, click the plus sign(s). If the widget you wish to display is greyed out, that means it will not fit in the current row format you have selected. Delete the row and start again, beginning at Step #5.
Continue to add rows and widgets until your dashboard is configured to your preference.
Select Save once your dashboard is complete.
Last, click on Assign Dashboard and assign the dashboard to yourself and your team.
Click Save.
EDITING AN EXISTING DASHBOARD:
Go to Agency Setup (upper right corner).
Click on Step 2: Management Options.
In the orange header, select Dashboards
Under ALL DASHBOARDS, click the settings icon next to the dashboard you wish to edit
From here, you can rename your dashboard, as well as add, remove, and rearrange the widgets to your preference.
When finished, click Save.
HOW TO ASSIGN A DASHBOARD TO A TEAM MEMEBR:
Go to Agency Setup (upper right corner).
Click on Step 2: Management Options.
In the orange header, select Dashboards
Under Custom Dashboards, click on Assign Dashboard
From each drop-down, select the dashboard you want each TM to be assigned
Click Save
You can create as many dashboards as you'd like! Design individualized dashboards for each Team Member or customize dashboards for your Sales and Service teams. With FrontRunner, you can truly tailor how you and your Team Members utilize the Dashboards feature to enhance day-to-day functions!
For the steps on how to create a Data Analyzer, click HERE.
We have also provided an abridged tutorial video from our August 30th, 2021 New Feature Zoom Presentation.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
60
How to Filter Bonus Tab Dates
AGENTS & ADMINS
A common question is "How can I pay my commission on two dates in the month-for example, on the 1st and the 16th?"
To do this, simply click on the Bonus tab. Next, locate the Filter Sales button. In the drop-downs, filter your payroll dates and split your payments by selecting 1st-15th and then 16th-31st.
Now you can view your commission on the days you choose of each month in FrontRunner.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
61
User Roles & Permissions
AGENTS & ADMINS
FrontRunner gives you the ability to assign your Team Members different permission levels based on their role in your agency. Below is a brief overview of each user role and it's permissions:
Type
Permissions
User
Basic viewing of their own personal dashboard
Ability to write and issue their own sales
Cannot view or edit other Team Member’s sales or bonuses
User Plus
Has the ability to issue and manage sales other than their own
User Plus members cannot see bonuses for other Team Members
Administrator
Has the same permissions as the Agent/Account Holder
Ability to issue sales, see payroll, and view bonuses for Team Members
This role is typically assigned to Office Managers or similar roles
Viewer
No ability to input sales
How to Change Platform Permissions for a Team Member:
Go to Agency Set Up
Click on Step 2: Management Options
In the section titled Team Members, locate the Team Member you are changing and click on the orange pencil icon to the right of their name.
Their information now be visible on the left side.
Locate the Platform Permissions section and click the drop-down to view all user types.
After selecting the desired permission, click Update User to save the changes.
To learn more about how you can further customize specific permissions for a team member, click HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
62
How to Onboard/Train a New Team Member in FrontRunner
AGENTS & ADMINS
Once you've set up your new Team Member, you'll want to make sure they are properly trained on how to navigate and use the system. This can be done a number of ways: You can walk your new team member through how to use FrontRunner, you can assign an experienced team member to show their new coworker how to use the system, or you can provide provide your new hire with the training material and resources available to use FrontRunner successfully.
Below you will find our Onboarding Training Video for New Team Members. The link to this video is typically shared with all New Subscribers in their Account Setup Complete - Please Confirm Receipt email that we send once your account is set up.
Your new team member may/may not receive the Welcome Email once you have created their user account in your Agency Setup. If this happens, simply provide them with their username (email address) & password (created when they were added to the system) and forward them the link below.
New Team Member Onboarding Video:
https://www.loom.com/share/7696971180204c4cb8499a3f3991d543
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
63
How to Set Up Multi-Agent Office Feature
AGENTS & ADMINS
FrontRunner allows an office with multiple Agents to track, split, and pay their bonuses based on the selected Agent.
Go to Agency Set Up.
Click on Step 2: Management Options.
Scroll down to the Application Layout section.
Locate the Sales Agent field and select the orange edit icon (see image below).
A pop-up box will appear.
Next to the Options field, select the orange edit icon (see image below).
Select New Option
Enter the Agent and/or Agency name.
Select the orange Save icon.
Select Cancel then Save to exit pop-up box.
TEAM MEMBERS: If you are part of a Multi-Office Agency, you will need to select the Agent or Agency for which you are logging the sale. This is important because when you view the Bonus tab, you will need to indicate the office for the bonus you wish to view.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
64
How to Manage & Run Chargebacks
AGENTS & ADMINS
In the unfortunate event a policy is canceled or lapses due to non-payment, you have the ability, if you choose, to deduct the amount of the chargeback from your Team Member's bonus.
To Enable Chargebacks:
Go to Agency Setup
Click on Step 3: Bonus & Incentives
Under Payroll & Commission Settings, click on the How Do You Pay? icon.
Scroll down to the question that says "How do you manage chargebacks?" and click on the option that says "Manage Chargeback Settings"
For each category, you can select if you want to charge back the Team Member for the full bonus they received, a prorated amount, or a custom amount.
Next, select when you want to apply the chargebacks:
If you select on the chargeback period, the chargeback will apply on the date of the period you select. (For example, if you select it to be charged back on January 10th, it will be deducted from January's bonus, which in most cases is paid out in February.)
If you select on the next next period after chargeback period, that same January 10th policy would be deducted from February's bonus (most commonly paid out in March).
When finished, click Save.
To Enter a Chargeback:
Click on the Sales tab
Locate the policy to be charged back and open it by clicking the edit icon
This will open the policy on the sales page. Locate the field called "Chargeback Date", enter the date of the chargeback, then click Update Sale. [Please note: It is very important that you enter chargeback dates as you become aware of them, to ensure significant delays are avoided, which would cause the chargeback to be deducted from a pay period that has already passed.]
You can then view the chargeback by clicking on the Bonus tab and selecting the appropriate team member and bonus month for the chargeback date. In this example, the date of the chargeback was June 7, so to view the chargeback for that month, we have selected June 2022:
You can also view the chargeback details by navigating to the category of the policy (Auto, Fire, Life, Health, Bank) and clicking on the information button next to "Chargebacks":
Important Note: If you select a chargeback date on a period that has already been paid out, it will not charge it off in the next period. Instead, it will attempt to deduct the commission from the commission of the date you selected, which will be a pay period that has already passed and closed. To avoid this, please enter your chargebacks on a monthly basis.
If the policy being charged back is from a locked previous period:
Go to the Bonus Tab.
Select the Team member and month that the policy was written.
Uncheck ‘Paid & Locked’ and hit Submit. (This opens that sales periods so now you can go to the Sales tab and enter the chargeback date.)
Once this has been completed, you will go back and lock the sales period again.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
65
How to Update Existing Goal Plans
AGENTS & ADMINS
FrontRunner gives you the ultimate flexibility to create activity goals and assign them to individual team members or your entire agency.
Before you update a goal plan, ensure the tracking items you want to use have already been created. Click HERE for steps on how to add/remove tracking items.
HOW TO ADD A TRACKING ITEM TO YOUR EXISTING GOAL PLAN:
Go Agency Setup (top right corner).
Click on Step 2: Management Options.
Scroll down to the Agency Tracking section.
Under Goal Plans, select the plan you want to modify by clicking the orange edit icon. This will open the goal plan.
In the new window, you can add, remove, or rearrange the tracking items, as well as modify the goal for each item. To add a new tracking item to the goal plan, select Add Tracking Item:
A new box will appear where you can select the tracking item from a drop-down:
Set your daily, weekly, or monthly goal (depending on the goal plan you are editing). If there is no goal and you are simply tracking this item, enter "1" for the goal.
Repeat these steps to add other tracking items, if desired.
Click the orange Save icon when finished.
PLEASE NOTE: You must manually complete the steps above for each goal plan. For example, if you modify your Sales Daily goal plan, the system will not automatically update the Sales Weekly goal plan.
What is the Agency Goal Plan?
Your Agency Goal Plan(s) are a compilation of all activities completed by all team members. For example, if you have five Team Members with a goal of 100 calls per day, the daily goal for calls for Agency would be 500. Every time time a Team Member logs a call, it will reflect in the agency goals, as well.
Please note: FrontRunner does NOT automatically update the Weekly and Monthly Goal Plans when the Daily Goal Plan is updated. ALL Activity Goal Plans must be manually updated to reflect any new changes.
Here is a helpful video that covers this topic:
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
66
New Team Member Welcome Email Not Sending
AGENTS & ADMINS
In the past, any time a new Team Member profile was created in FrontRunner, the new TM would receive a Welcome Email to the email address used to create their profile. However, this feature has been updated.
Now, a Welcome Email is only generated when a new TM profile is created via the New Team Member Wizard. If you manually added the TM to your account, or if the TM was added by FrontRunner Support on your behalf, a Welcome Email will not be sent. If this happens, you will simply advise the new TM of the email address and default password you created for them when you set up their profile, or the information that was emailed to you by FrontRunner Support when we created the profile on your behalf.
Once the new TM gets logged in, they will need to update their default password to something secure by going to My Dashboard > Change Password.
You can also forward the new TM a link to our New Team Member Training Video to review, as well.
Here are some additional help articles to get you started:
New Team Member Set Up Guide
Add New Team Member via Wizard
How to Add a Team Member
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
67
How to build Kicker Bonus Plans
AGENTS & ADMINS
In this workshop session we have covered how to Build Kicker Bonus Plans in FrontRunner as well as how to setup validators to accompany them.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
68
How to Manage Sales Goals for Agency & Team Members
AGENTS & ADMINS
To update the sales goals for your Agency and Team Members, follow these steps:
Go to Agency Setup
Click on Step 2: Management Options
In the orange header, click on Agency Sales Goals
SETTING AGENCY GOALS
Select the desired category from the drop-down (Auto, Fire, Life, Health, Bank, P&C)
If the policy goal is the same for every month, enter the monthly policy goal in the main box (see image) and click the blue Apply to All icon. This will enter the same policy goal for each month of the year.
If the premium goal is the same for every month, enter the monthly premium goal in the main box (see image) and click the blue Apply to All icon. This will enter the same premium goal for each month of the year.
Click Save.
If your policy goal varies month to month, enter the monthly policy goal under each corresponding month and click Save. The system will calculate the yearly total automatically.
If your premium goal varies month to month, enter the monthly premium goal under each corresponding month and click Save. The system will calculate the yearly total automatically.
SETTING TEAM MEMBER GOALS
Select the Team Member from the drop-down menu, then select the category (Auto, Fire, Life, Health, Bank, P&C)
If the policy goal is the same for every month, enter the monthly policy goal in the main box (see image) and click the blue Apply to All icon. This will enter the same policy goal for each month of the year.
If the premium goal is the same for every month, enter the monthly premium goal in the main box (see image) and click the blue Apply to All icon. This will enter the same premium goal for each month of the year.
Click Save.
If your policy goal varies month to month, enter the monthly policy goal under each corresponding month and click Save. The system will calculate the yearly total automatically.
If your premium goal varies month to month, enter the monthly premium goal under each corresponding month and click Save. The system will calculate the yearly total automatically.
Note:
You can select different product lines by using the drop down to change between Auto, Fire, Life, Health, Bank, and P&C.
If you track your Auto & Fire together, you can select P&C from the drop-down menu to enter your goals. Simply leave Auto and Fire blank- do not include goals in those categories.
Please enjoy our video on how to assign policy and premium goals:
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
69
How To Update Source Types and Prior Insurance
AGENTS & ADMINS
Adding customized source types and prior insurances to the sales form allows you to accurately track where your sales are originating from, thus helping you make the best decision as to where to spend marketing dollars!
FrontRunner makes it easy to add customized source types and prior insurances to your sales form.
Go to Agency Set Up
Click on Step 2: Management Options
In the top header, click on on Application Layout
Locate the Source Type field and click the orange edit icon
In the pop-up box, click the orange edit icon again.
In the pop-up box, select the orange icon that says New Option. A blank box will appear. Enter the name of the source type you wish to track in the box and click the orange save icon.
To delete a source type, follow steps 1-5 and select the orange trash can next to the item you wish to remove.
Note: Follow the same steps above to modify Prior Insurance types.
You can learn more about editing the Sales Application layout field by viewing the video below
from our YouTube page:
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
70
How to Update the Activity Leaderboard List
AGENTS & ADMINS
FrontRunner gives you the ability to track activities by creating and assigning goal plans to individual Team Members or your entire team. However, did you know that you can also customize which activities appear on your leaderboards, as well as the order in which they appear?
To customize which tracking items are visible on your Activity Leaderboard:
Go Agency Set Up
Click on Step 2: Management Options
Next scroll down to the Agency Tracking section
Under Tracking Items, where it says Include on Leaderboard, ensure each activity is checked that you wish to display on the Activity Leaderboard.
To manage the order in which the tracking items appear on the leaderboard, select Manage Leaderboard Order. Drag and drop the items you wish to rearrange until they are in the order you prefer, and click SAVE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
71
How to Create Bonus Plans
AGENTS & ADMINS
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
72
How to Manage Application Types
AGENTS & ADMINS
FrontRunner allows you to further customize the products you sell by providing you the option to add different policy types to your Sales form. To do this, please follow these steps:
Go to Agency Setup
Click on Step 2: Management Options
Scroll down to the Application Types section
Locate the category you wish to modify and click the + sign . (For this example, we have selected Auto.)
Your current policy types will appear. Click on New Category.
In the new window, enter the name of the new policy type you wish to add and click SAVE.
Your new policy type will now be visible.
When you go to your Sales form, you will now see your new policy type in the drop-down for that category:
To modify the Business Types you track within each category, please follow these steps:
Go to Agency Setup
Click on Step 2: Management Options
Scroll down to the Application Types section
Click on the orange edit icon next to the category you wish to modify
In the next window, you can lock/unlock each Business Type by selecting the drop-down menu next to each item: Added, Reinstated, Transfer, Referral.
Click SAVE.
NOTE: If you unlock a Business Type, please ensure that your comp/bonus plan outlines how you pay out for that category. Example: New Auto: 4%, Added Auto: 2%, Transfer Auto: 2%.
Here is a helpful video that outlines the steps above:
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
73
How to Use Split Sales Feature
AGENTS & ADMINS
You can choose to split sales by the percentage of premium, the percentage of the bonus, or split the sales by app count.
PLEASE NOTE: In order for your team members to have the ability to split a sale with another TM, you must enable the "Write Sales for Others" and "Issue Sales for Others" permission settings within their profile. Please review the steps on how to update this HERE.
To Activate Split Sales:
Select Agency Setup.
Click on Step 3: Bonus & Incentives.
Click on How Do You Pay?
Scroll down until you see Allow Sale Splitting.
Make your selections on how you want to split sales.
Click the orange Save icon.
How to Split a Sale:
Go to the Sales tab.
Enter your sale as you normally would.
To split the sale, click YES.
To enter the name of Team Member with whom you are splitting the sale, click the orange + symbol and select their name from the drop-down menu.
Enter the percentage in which the sale will be split (Example: 50/50).
Select Save New Sale once finished.
PLEASE NOTE: In order for your team members to have the ability to split a sale with another TM, you must enable the "Write Sales for Others" and "Issue Sales for Others" permission settings within their profile. Please review the steps on how to update this HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
74
How to Create Data Analyzers
AGENTS & ADMINS
FrontRunner allows you to create customizable Data Analyzers in the form of a widget that appear on your existing dashboard(s). These Data Analyzers, when properly configured and utilized, gives you the ability to compare two activities, or an activity and a sale, to create a ratio. For example, you can set up a Data Analyzer to track how many quotes it takes to get to a sale, or how many calls it takes to get to an appointment.
First, let's walk through how add a Data Analyzer to your existing dashboard:
Go to Agency Setup (upper right corner).
Click on Step 2: Management Options.
Scroll down to the Dashboards section until you see the Custom Dashboard area.
Click on the settings icon next for the existing dashboard that you wish to add a Data Analyzer widget.
Next, click on the + under Add Row.
Click the orange Add button.
Next, select Add Widget.
Click the box next to the option Data Analyzer. If Data Analyzer is greyed out, that means it will not fit in the current row format you have selected. Delete the row and start again, beginning at Step #5.
Select Save.
Last, click Save again to save your changes.
How to Customize the Data Analyzer:
After your dashboard has been created, you will need to set up the Data Analyzer to track the activities. (For the example below, we are tracking how many calls it takes to get to a sale.)
Click on My Dashboard (top of the page)
Scroll down until you locate the Data Analyzer widget you added to your dashboard.
Select the orange icon that says Add Data Point.
Under Item 1, select the type (Sale or Tracking Item) and keep configuring each section that appears.
Under Item 2, select the corresponding activity to Item 1 (for example, Sale) and customize the available options to your preference.
Select if you wish to use data from your entire agency or the current Team Member.
Assign the widget to your team, as preferred.
Select Save.
For steps on how to create a new custom dashboard, click HERE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
75
How to Sign Up for SideKick or Premium FrontRunner
AGENTS & ADMINS
To sign up for SideKick or Premium FrontRunner, follow these easy steps:
Log into your FrontRunner account
Click on Agency Setup (top right)
In Step 1: Basic Agency Information, select the blue box that says Select a Support Option
Choose the plan that best fits your agency needs and click Select Plan.
Follow the prompts on the screen and select SUBSCRIBE.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
76
How to Cancel FrontRunner Account
AGENTS & ADMINS
While we always regret losing a customer, we understand that needs change. In the unfortunate event you decide to cancel your FrontRunner subscription, please be aware of the following:
ALL cancellation requests must be emailed to Support@imafrontrunner.com
All cancellation requests must come from the agent. For account security, we cannot accept cancellation requests from admins or team members.
Upon cancellation, you will no longer have the benefit of being locked into your current pricing. If you return to FrontRunner in the future, you will be subject to current pricing, which may be higher than your current subscription fee.
Please allow 24 hours for us to process your cancellation request. Cancellation requests received outside of normal business hours may not be processed until the next business day. You will be notified once we have processed your request.
If you have any remaining questions after reviewing our Help Articles, please send an email to support@imafrontrunner.com. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!
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