Systems – Follow Up Boss (FUB)

Lesson 2: Follow Up Boss (CRM) â Setup & Standards

Follow Up Boss as System of Record

Follow Up Boss (FUB) is the authoritative system of record for all lead information at Scofield Group LLC. Every lead generated, received, or managed by the company must be tracked in Follow Up Boss. This ensures accountability, compliance, and proper follow-up management.

Why FUB Matters:

Complete lead history in one centralized location
Accurate attribution for lead source and ROI tracking
Compliance with company standards and regulatory requirements
Team transparency and management oversight
Legal defensibility in disputes or regulatory reviews

Required Lead Information

Every lead record in Follow Up Boss must contain minimum required information for proper management and follow-up.

Mandatory Fields for Every Lead:

Name: Contact’s full name (first and last)
Phone and/or Email: At least one valid contact method (phone preferred)
Source Tag: Where the lead originated (see table below)
Stage: Current status in the sales pipeline
Next Task Date/Time: Scheduled date and time for next follow-up action

Approved Source Tags:

Source Tag	Description	Example
Zillow	Lead from Zillow marketplace or ad	Buyer inquiry from Zillow Premier Agent ads
Ylopo	Lead from Ylopo lead generation platform	Buyer leads from Ylopo campaigns
EZ Home Search	Lead from EZ Home Search IDX portal	IDX portal property inquiry
Sphere	Personal network, past clients, referrals	Call from friend, past client follow-up
Referral	Referred by other agent or external party	Referred by listing agent or other broker

Lead Interaction Logging

Every interaction with a lead must be documented in Follow Up Boss. This creates an accurate audit trail and ensures continuity if another agent needs to take over the lead.

What Must Be Logged:

Phone Calls: Date, time, duration, outcome, next steps
Text Messages: Date, content summary, response received
Emails: Date sent, content summary, if reply received
Voicemails: Date, content, callback expectations
In-Person Meetings: Date, location, attendees, key discussion points
Follow-up Actions: Tasks created, deadlines, action items
Status Changes: Lead stage progression or reason for stalling

Critical Rule: Off-system tracking for company leads is prohibited. Do not maintain separate spreadsheets, notebooks, or personal notes for lead management. All information must be logged in Follow Up Boss.

Notes Documentation Standards

Notes in Follow Up Boss must be detailed enough to provide context to other team members and support compliance and auditing.

What Notes Must Include:

Material Interactions: Document substantive conversations (topics discussed, concerns raised, objections)
Next Steps: Clearly state what action is expected and by when
Contact Outcomes: Distinguish between actual contact vs. voicemail/no answer
Client Intent: Buyer, seller, investor, lease interest
Timeline: When client wants to move, urgency level
Property Interests: Area, price range, property type preferences

Example of Strong Note:
“Spoke directly with Johnâinterested in selling 3BR home in Oak Ridge area within 60 days. Has mortgage; unsure of equity. Concerned about market timing. Agreed to schedule CMA (Comparative Market Analysis) for Thursday at 2pm. Send CMA prep email with market report tonight.”

Lead Deletion and Audit Trail Protection

Leads and notes must never be deleted without explicit broker approval. Deletion compromises the audit trail and prevents accurate ROI tracking.

Lead Management Rules:

All lead records are permanent and must be retained for audit purposes
Do not delete leads, even if you think they are duplicates or incorrect
Contact your broker or manager if you believe a lead record is erroneous
Historical notes must be preservedâdo not edit or remove previous entries
Mark leads as inactive rather than deleting if appropriate
Unauthorized deletion of leads or notes is a serious compliance violation

Credential Security and System Use

Follow Up Boss contains sensitive client data and business-critical lead information. Protect your access accordingly.

FUB Security Standards:

Never share your Follow Up Boss login credentials with anyone
Never allow another person to access FUB under your login
Change your password regularly or as required by the company
Log out when you finish working in Follow Up Boss
Report any suspicious account activity to management immediately
Do not access Follow Up Boss from unsecured public WiFi

Automations and Action Plans

Follow Up Boss automations and action plans help ensure consistent follow-up and systematic lead nurturing. All automations must be properly scheduled and active.

Automation Best Practices:

Use Follow Up Boss automations to trigger tasks and reminders
Schedule lead nurture sequences and follow-up emails
Set automated task creation for leads matching certain criteria
Review automations monthly to ensure they are functioning correctly
Disable automations that are no longer needed or that have completed their purpose
Do not override scheduled automations without documented business reason

Key Takeaway: Follow Up Boss is your primary tool for lead management. It provides the complete picture of each lead’s journey and ensures nothing falls through the cracks. Detailed, consistent data entry in FUB protects the company, supports team accountability, and improves your own success.

Onboarding Specifics: Daily FUB Expectations

Daily Expectations (Non-Negotiable):

Work Smart Lists daily — these are your prioritized call lists
Clear inbox — no unread messages at end of day
Clear tasks — complete all assigned tasks daily
Check the “?” help button for built-in resources

Smart List Categories: 1-Important, Active Leads, Hot Leads, Met/Appt Set, Nurture (6+ Months Out), CLEAN UP: Nurtures No Timeline

Using Stars: We do NOT use MLS for property searches. Use Stars (Ylopo) at stars.ylopo.com/lead-detail/add for all client property searches.

Updated Smart Lists must be completed daily to go LIVE.