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Lead distributor campaign

Please note that the process step Lead distributor is not available in all versions of onOffice enterprise edition. Please contact your sales representative for more information.

Lead distributor, brief overview

The lead distributor can be used to distribute inquiries about a property within a group of potential consultants. The address data record created for the request is assigned a selected employee as the supervisor. 

When selecting consultants, the aim is to ensure an even workload for employees. The workload (number of leads) and the consideration of sick days and vacations can be configured accordingly.
For existing interested parties who make a further inquiry, a known contact person is assigned to you on a prioritized basis. 
This means that a consultant can receive a lead even though he already has more leads than his colleagues or his workload has already been reached.

Preparation:

  1. Consultants need an address data record. The leads are assigned a user as a supervisor. To make this possible, an address data record must be created for each consultant who is to receive leads. This address data record is then linked to the consultant’s user (basic user data). 
  2. When the lead is assigned to an advisor, an activity is created; the corresponding type of action / Kind of action must be created beforehand.
  3. If different numbers of clients are intended for the advisors, an individual field must be created for entering the workload in the advisor’s address data record. 
  4. A corresponding autostart should be built into the process (and configured accordingly) if lead distribution is to start automatically.
  5. Depending on the configuration (see “Among which users is the lead distributed?”), the corresponding address data records of the consultants must still be added as contact persons for the property.

The lead distributor can be easily combined with the inquiry manager and the autostart for processes, so that qualified inquiries are automatically forwarded to a consultant.

Create lead distributor process step

By clicking on the “Lead distributor” action, the following screen appears:

The lead distributor is a complex process step. On the left-hand side you will find the usual settings for Start and Responsibility.

The rules for distribution are arranged on the right-hand side.

Lead distributor

You define the start of the process step in the upper left corner. Here you can choose between starting “After completion of previous” or after “x days after previous”.

In the case of responsibility, you can choose between the person responsible for the process, the person responsible for the property or contact data record linked to the process (the prerequisite for this is, of course, that a property or contact data record is linked to the process step), or a user. The process step is then visible for the corresponding responsible person under the running process and must then be created and completed by this person.

Rules

In general, for a user to receive a lead, an address data record must be assigned in their user data record. The address data record is then assigned the contact type “System user”.

The group of possible consultants can be selected by specifying the contact persons for the property (“All contact persons for the property” selection) or the consultants from an office / region group can be selected. In the first case, the address data records of the planned consultants must then be assigned to the property as contact persons.

The selection can be further restricted by selecting a contact type. The address data record that is linked to the supervisor’s user data record must then have the contact type system user and the selected contact type.

The consultant’s workload is determined by the number of activities with the type of action selected here. You should have already created this type of action in advance.

The aim is to ensure that each consultant has a workload of 100% and that the requests are distributed among the consultants. A utilization of more than 100% can be achieved so that no request is lost.

In the case of an existing address data record, the lead is preferably assigned to the person responsible for the address – or to a former contact person for the address if the current contact person is not available. 
This means that a consultant can receive a lead even though he has already been assigned more leads than his colleagues or his workload has already been reached.

If only the distribution for the respective property is to be balanced, please activate the checkbox for “Only count activities in the linked property”.

The workload is considered per month and distributed among the available consultants.

The following applies to utilization in %:
[Utilization %] = [Utilization] / [Utilization target] * 100

With standard utilization, the number of assigned leads is counted and the target is identical for all consultants. The figure entered is the monthly reference value.

If different lead numbers are to be defined for the consultants, a separate field must be created in the address data records assigned to the users, in which the number is then stored.

Does the consultant get leads on vacation or not? If the checkbox is set, he will not receive any leads. A compensation factor is then added so that he or she is not overwhelmed with leads after his or her return until he or she has reached a workload similar to that of his or her colleagues. This is based on the average number of requests received.

To ensure that a lead does not go to a consultant who will soon be unavailable, a corresponding number of days can be entered here.

Based on the above rules, the lead is assigned to a consultant. In addition, to avoid confronting existing customers with new contacts again and again, a prioritization algorithm was built into the lead distribution at this point:  An existing address that already has one (or more) advisor(s) and submits a further request is assigned the current advisor or, secondarily, another previously known advisor as an advisor – if they are eligible for lead distribution.

N O T E :
This also applies in particular to new interested parties who have already been assigned an advisor by the inquiry manager before the start of the lead distribution process. Please take this into account when configuring the request manager; a user must be assigned to the mailbox via which the requests are received who is not eligible as a consultant.

You can also specify here when the selected advisor who receives the lead is also entered as the advisor for the address.

  • Always overwrite caretaker; the caretaker specified above is always set as the caretaker of the address. This does NOT override the prioritized assignment of the lead to a consultant as a supervisor.
  • If no advisor has yet been set; the advisor only becomes the advisor for the address if it does not yet have an advisor. If, for example, a user who does not belong to the group of advisors is entered as the advisor, the address advisor remains unchanged
    The lead is counted even if the advisor is not set. In this case, please make sure that all potential consultants can also see the corresponding address data records.

To ensure that no request is lost, an email is sent to the address stored here if no advisor can be found for a request or if there is another problem.

In order to maintain an overview, an email with the details of the assignment is also sent to this address for each lead assignment.

You should not make any changes to the lead distributor here. “Assign process-related property” and “Assign process-related address” must always be selected here.

In general, you use these two symbols to decide which property or address this process step relates to. Any activity / agent’s log entries are then made in these data records.

Process manager