Match Leads to Best Rep by Skill, Language, Territory, or Product

Dynamically match to the best agent every time, using any criteria. Salesforce organisations are now demanding more control over how case routing can be configured to their unique business circumstances. Whether you want to match Salesforce cases based on experience or whether you want dynamic rules which change based on circumstance, it’s never been more important to adopt a strategy which focuses on your teams structure.

THE CHALLENGES

Cases or Leads assigned to unsuitable agents or reps

It may well be that some customer cases or sales leads are being routed and assigned to agents who do not necessarily have the skills or experience to deal with them adequately. For example, it does not make sense to route the more complex cases to new starters who are lacking the skills and experience to deal with them. Likewise, you don’t want to route hot leads to sales reps who have not yet been fully trained. You really need to match the right assignment to the right agent every time.

There are too many complex assignment rules to manage

Some Salesforce organisations have hundreds or even thousands of lead or case assignment rules in place which are intended to route assignments to specific individuals or queues. Creating these rules involves hard-coding and keeping on top of them as people leave the business (and new starters join), which is both time-consuming and expensive. Hard-coded lead and case assignment rules are not a practical solution for any serious large and/or fast-growing organisation.

Over-dependence on low-tech, round-robin distribution practices

Start-ups and small businesses often use a round-robin system to distribute Leads or Cases to sales or customer service agents. But large and fast-growing organisations need a more sophisticated approach to ensure the right assignment gets to the right agent at the right time. Individual agents can get over-loaded, so it makes sense to try to find a reliable solution which is able to account for the workload of each agent and the complexity and/or urgency of each assignment.

THE SOLUTION

  • Match to best agent every time
  • Match language, territory, product
  • Match agent experience, skill-set
  • Create flexible assignment rules
  • Add multiple dynamic attributes
  • Configure 1:1 or 1:many rules
  • Point and click interface

COMMON APPLICATIONS

Lead Distribution

Case Assignment

Routing Jobs to Field Engineers

IT Support Tickets

Opportunity Assignment

Routing Custom Objects

What’s Your Use Case?

Every use case is different and we’d love to hear about yours. Tell us what Salesforce challenges you are experiencing and, ultimately, what you’d like to achieve and we’ll see if we can’t help you craft a rock-solid solution.