Scalable Lead & Opportunity Assignment
In competitive sales environments, sales reps do expect some level of fairness when it comes to sales opportunities being shared across the business. It can be tempting to give the bulk of sales leads to whichever agent has sold the most that month or potentially whoever shouts the loudest. Not only can this can be damaging for team morale, but depending how busy the department is, it can mean that a large chunk of the sales reps do not have enough work to complete during their shifts, as sales leads keep finding their way to the same reps.
Sales reps are constantly shifting from states of readiness to being unavailable, depending whether they are dealing with a new lead or potentially speaking to a customer on the phone or even live chat. Manually managing this process is almost impossible, as it becomes harder to visualise who is currently available the bigger the team grows. In the time it takes to understand who is available and route new leads across to their queuing systems, they may have already picked up a different lead & started working on that piece of work – creating lag time in the process.
When distributing a substantial amount of leads on mass, it’s vital that agents workloads are factored into the assignment process. An even distribution of Salesforce leads is what a lot of organisations aim for but that doesn’t always take into consideration the complexity of each lead and how much time is generally required. Enterprise lead management needs to understand when a users lead queue is building up and then use flexible assignment rules to shift the focus to providing leads to the agents with reduced workload volume.
When organisations scale-up, they can go from dealing with hundreds of Salesforce leads each day to potentially processing thousands. This can be a demanding change and sometimes organisations don’t know how to effectively route leads in Salesforce when the volume of leads significantly increases. In these situations, the highest priority leads which are the most likely to turn into new business, can blend into the background. All new leads start to look the same as each other, because there are now such high volumes coming through each day.
As the volume of leads grows, so too does the nature of the leads and there are often more variables for Sales reps to contend with. If new Salesforce leads are wide-ranging in their requests, then it’s critical to route leads to the agent whose experience is most aligned to that particular lead. Whether that is in terms of product exposure, territory or even personal skills such as language. If a lead does require complex knowledge of certain fields then simply routing that lead to an available agent can reduce the overall customer experience, especially if the lead then gets re-routed.
When processing high volumes of leads, the management of active assignment rules can be a minefield for management and Salesforce users alike. There can be a large portion of assignment rules live during the same timeframe and unless you setup those assignment rules, it’s hard to understand how they effect one another and what the priority order is across the rules. A Salesforce app for lead management can help bring some clarity and much needed structure to how the active assignment rules are displayed and amended during the day to day.
- Route to best sales rep
- Match on skills, product, territory
- Round robin with weighting
- Lead-scoring & prioritization
- Live agent availability
- Per agent caps & quotas
- Dynamic load balancing
- Advanced assignment rules
- Scale teams rapidly