AFN's FREE CRM Platform
Easily Accessible in Command Center and Works Behind the Scenes For You!
CRM Features
How to Use The CRM
Campaign Opt-In
Milestone Emails
Downloading Flyers
Frequently Asked Questions
Access & Login
How do I access the CRM?
Log into Command Center, click All Views, then select Marketing Campaign Tool. This CRM is accessed entirely within Command Center, not a separate website.
I don’t see the CRM in my Command Center. What should I do?
If the CRM is missing, submit a ticket to helpdesk@afncorp.com for access.
When will LOA (Loan Officer Assistant) / Marketing Assistant access be available to impersonate Loan Officers?
The marketing assistant role will be available in the full ROCK CRM platform launching in spring.
Contacts & Data
Where do contacts in this CRM come from?
Currently, contacts in the AFN CRM are populated only from Encompass. No data has been transferred yet from iConnect.
Will my old iConnect contacts be moved into this CRM?
Yes. iConnect data will be offboarded and migrated into the AFN CRM once upload functionality is available. No action is required from loan officers currently.
Can I upload or add contacts manually into the AFN CRM?
Manual contact uploads and bulk imports are not yet available for individual loan officers. By mid-March, Marketing will be able to bulk upload your past clients and referral partners for you. You will have access to add your own past client databases and referral partners when the full ROCK CRM platform launches in spring.
Is iConnect still active?
No. iConnect has been phased out and is no longer active.
How do I add new leads right now?
Individual leads must be created in Snap or Encompass. Bulk upload of leads, past clients, and referral partners will be available mid-March for Marketing to upload on your behalf.
Campaigns & Marketing
How do campaigns work?
Campaigns are created and managed by Marketing. Loan officers can preview campaigns and opt in or opt out of them.
Why don’t all my contacts receive a campaign?
Campaigns are sent based on specific criteria (loan type, dates, interest rate, etc.). Only contacts that meet that criteria will receive the campaign.
How do I opt in or out of campaigns?
Click Campaign Opt In in the upper right corner, select the campaigns you want (e.g., refinance, loyalty, holiday), then click Save.
Can I see who a campaign was sent to?
Yes. Open a campaign to view delivery status, recipient lists, opens, and undeliverables.
Will the loyalty campaign continue to send through ROCK CRM?
Yes. The loyalty campaign will continue to send without interruption.
Is there a holiday campaign?
Yes, there is a holiday campaign that can be turned on under Campaign Opt-In settings.
Will I be able to send nurturing campaigns through Rock?
Yes! birthday, anniversary and holiday email campaigns are available. Watch the videos above on how to turn these on in Command Center.
How do I view analytics?
Login to Command Center. Go to Marketing > Marketing Dashboard > Statistics.
You'll have access to view analytics on each campaign sent, including New Loan Started and Loans Funded from each campaign, as well as the basics (opens, bounces, clicks, unsubscribes, blocks, and spam.
You'll have access to view analytics on each campaign sent, including New Loan Started and Loans Funded from each campaign, as well as the basics (opens, bounces, clicks, unsubscribes, blocks, and spam.
Email Notifications
What are email notifications?
Email notifications are loan milestone emails (application received, appraisal ordered, etc.).
Can I turn milestone emails on or off?
Yes. You can choose which milestone notifications are turned on or off. You can select each milestone as on or off per audience (Borrower, Realtor, Loan Officer).
Flyer Templates
Where do flyer templates live?
Flyer templates are available under ROCK CRM > Flyer Templates and are created by Marketing.
Can I customize flyers with my information?
Yes. You can:
• For Single Branded: Select Loan Officer footer only, or
• For Co-Branded: Select Loan Officer + Realtor footer
You can then download the flyer as a PDF.
Can I upload my own flyers?
No. Flyer uploads are controlled by Marketing to maintain compliance and consistency. If you have a request for a new flyer, please contact marketing@afncorp.com.
Are Spanish flyers available?
Not currently. Spanish flyers are planned to launch in the full ROCK CRM platform launching in spring 2026. In the meantime, custom Spanish flyers can be requested from Marketing.
Referral Partners & Realtors
Can I add referral partners?
Yes. You can manually add referral partners by entering required fields (name, email, business).
Can I bulk upload referral partners?
Bulk uploads are currently available for Marketing to upload on your behalf. Marketing can assist with uploads if needed.
What is the Realtor Portal?
The Realtor Portal is currently being built with new enhancements and will allow realtors to:
• Add logos and photos
• Access co-branded flyers
• Send borrower applications
Photos, Logos & Branding
How do I upload my headshot?
Headshots are pulled from your Microsoft account. You can go directly to https://myaccount.microsoft.com/ or click your photo in Teams and select “View Account” to go to this link. Once you upload it, please allow up to 1 hour for it to sync.
Will DBA logos pull into ROCK?
DBA logos will be available in the full ROCK CRM platform launching in spring 2026.
Can I update my contact information?
Yes. Your contact information is pulled from the following. Please ensure it is correct in these areas and it will pull into ROCK CRM.
• Loan Officer Name - LO Named in Encompass
• NMLS - LO's Originator ID in Encompass
• Loan Officer Title - Paycom Employee's Business Card Title
• LO Phone Number - Paycom Employee's Primary Phone Number
• LO Email - LO's email in Encompass
Future Enhancements
Will Rock CRM support open house flyers?
Not yet. Open house flyers are on the enhancement roadmap. Marketing can assist with custom designs in the meantime.
Will Rock CRM have alerts or dashboards like iConnect did?
A new analytics and dashboard experience is being developed that will launch as part of the full ROCK CRM platform launching in spring 2026.
