Q-ASSIGN
INTELLIGENT LEAD & CASE ASSIGNMENT SOLUTIONS FOR SALESFORCE

Increase Sales and Service team performance and productivity, by routing the right lead or case to the right Salesforce agent at the right time – with dynamic assignment rules

Q-ASSIGN

Q-assign delivers automated lead and case assignment to your Salesforce Enterprise. Q-assign is a native SFDC app which can intelligently route Leads, Opportunities, Cases or Tasks (or, in fact, any Salesforce object) to your best available rep or agent using sophisticated and automated assignment rules. Route tickets to agents via Load-balanced, Round Robin or points-based distribution. Score and match on load, agent availability, skill, product, language, territory or anything you like!

ACHIEVE MORE
WITH
Q-ASSIGN

Q-assign transforms mediocre Sales and Service organizations into high performance teams. It enables increased productivity, greater effectiveness and better results.

01.
DEPLOY DYNAMIC RULES AND
SAVE VALUABLE RESOURCES
Salesforce organizations can have hundreds, thousands or even tens of thousands of assignment rules just to support a rudimentary assignment system. Switching to dynamic rules can dramatically reduce the number of rules that need to be maintained, saving valuable resources.
02.

ROUTE THE RIGHT ITEM TO THE
RIGHT AGENT AT THE RIGHT TIME

Dynamic rules can route the right Lead or Case to the right Sales rep of Service agent at the right time, matching on skill-set, experience, location, language, product or any other configurable attribute. The makes for faster response times and a better customer experience.
03.
FINE-TUNE, INCREASE PERFORMANCE
AND CONTINUOUSLY IMPROVE
Managers can can control and fine-tune team member attributes and availability, adjusting assignment rules, weightings, caps and quotas to maximize throughput, minimize response times and optimize conversion rates. The outcome is higher revenues, profits and customer satisfaction.

FEATURES AND USE CASES

PRIORITIZE HOT LEADS & URGENT CASES

Ensure the hottest and highest-value Leads are prioritized and assigned to best available sales rep. Likewise for urgent Cases, which might be SLA-bound.

ASSIGN TO FIRST AVAILABLE REP OR AGENT

If queue-times are a problem, make sure your next Lead or Case is assigned to the first available agent rather than waiting for a perfect match

MATCH TO VERY BEST AVAILABLE AGENT

Where a Lead or Case requires specialist knowledge or experience, automatically identify the best qualified agent and assign it dynamically

ROUND-ROBIN LEAD & CASE ASSIGNMENT

Ensures strict rotation of assignments. Load-balanced Assignment ensures ownership of new jobs to agents/reps with the lowest current workload.

SCORING AND POINTS-BASED ASSIGNMENT

Ensures jobs are assigned to those sales reps or agents who get the highest or lowest score from a configurable set of assignment rules.

MATCH BY SKILL, LOCATION OR EXPERIENCE

Automatically assign Cases, Leads & More based upon configurable assignment rules such as skill, experience, location or language.

RE-ASSIGN UNTENDED WORK-ITEMS AUTOMATICALLY

If Leads or Cases remain untended for X minutes, re-assign them automatically to an available agent.

SET AGREED CAPS, QUOTAS AND WEIGHTINGS

Control how many assignments per user per day/week/month and cap the number of active assignments per user.

MONITOR LIVE AGENT STATUS AND AVAILABILITY

Monitor and manage agent availability. Manage live status, OOO and sickness from a single pane of glass

Q-ASSIGN FOR SALES TEAMS

Q-assign transforms mediocre Sales teams into high performance Sales machines. It enables sales reps to process Leads and Opportunities more effectively by responding more quickly, improving conversion rates and, ultimately, winning more deals.
Match leads and opportunities by territory, skill, experience or product
Assign only to available, logged-in reps
Match to very best available agent
Re-assign automatically if lead is untended for X minutes
Prioritize hot and high-value leads
Use advanced Round Robin with weightings for load-balancing
Monitor & manage shift-patterns and predict future loads
Fine-tune team rules and attributes for continuous improvement

Q-ASSIGN FOR SERVICE TEAMS

Q-assign can revolutionize the levels of productivity and performance in your average Service team. It enables Service agents to respond to cases more quickly and with more accurate information, leading to a shorter time-to-resolution and increased CSAT ratings.
Match cases to Service agents by location, time-zone, knowledge or skill
Escalate problematic cases automatically
Re-assign automatically if case is untended for X minutes
Assign only to available, logged-in agents

Match cases to most experienced Service agent
Prioritize case which are bound by an SLA
Use load points, caps & quotas and balance workloads automatically
Monitor & manage shift-patterns and predict future loads
Manage team skills, weightings and re-assignments

SOLUTIONS FOR OTHER TEAMS

routing-real-estate-enquiries

Q-assign supports any Salesforce object.  In addition to Leads, Opportunities and Cases, intelligently route Tasks, Contacts, Accounts, Events or other objects to sales reps, service agents and other Salesforce users. Use a simple round-robin or implement sophisticated assignment rules to match assignments to agents.

  • Tasks
  • Contacts
  • Accounts
  • Events
  • Custom objects
designated-engineer-on-phone

If your Case object is already in use, create a custom case object and dynamically route custom cases to your best available agent or engineer. Route support requests to support agents in contact centers or distribute jobs to engineers in the field. Match by skill, capability or other agent attributes. Prioritize and escalate automatically.

  • Match on agent capability & experience
  • Factor in location & language
  • Monitor workload & availability
  • Prioritize SLA-bound Cases
  • Auto-re-assign and escalate complaints
IT-heldesk-support

Set up a helpdesk ticketing system for internal or external support. Establish an IT support desk, matching trouble tickets to support agents, according to workload, product knowledge or level of urgency. Or create a helpdesk offering support and advice to consumers or businesses. Match support requests using any configurable criteria.

  • IT Helpdesk
  • Facilities
  • Sales Support
  • HR Enquiries
routing-real-estate-enquiries

Q-assign can be deployed to automatically assign any custom object to any Salesforce user.  Route job applications or vacation requests to HR, assign vehicles to customers, send loan applications to financial consultants or insurance applications to sales reps. Assign anything to anyone.

  • Insurance applications
  • Real estate enquiries
  • Job applications
  • Trouble tickets
  • Mortgage applications

TRY IT FOR FREE. TRANSFORM YOUR SALES OR SERVICE TEAM IN 30 DAYS

Q-assign is available on a FREE 30 day trial. Just drop us a line and we’ll gather your business requirements and organize a demo.  Then we’ll help you configure Q-assign in your own Salesforce instance to address your specific use case.  There’s no obligation to buy the product at any point during the trial.

GET IN TOUCH

TECHNICAL QUESTIONS

support@ortooapps.com

SALES QUESTIONS

sales@ortooapps.com

ANY OTHER QUESTIONS

ask@ortooapps.com

REQUEST A DEMO