They Were Leaking 25% of Their Leads and Didn't Know It.
Existing contacts were filling out forms to learn about new products, and because they were already records in the system nobody treated them as inbound — so they were ignored. The fix was not a tool: one engagement lifecycle, one SLA, one routing model, instead of five different paths depending on how someone was previously recorded.
Transcript
I recently walked into a company that was leaking 25% of their leads, and they didn't even know.
The challenge here is that people who are identified as existing contacts were opening up new submissions to learn more about new products. And this particular company didn't have in place a strategy that looked like your typical inbound lead strategy. So these contacts — and some of them were already existing customers that were looking to expand their footprint — were being ignored.
The fix wasn't a new tool. It was one simplified engagement lifecycle model for inbound and outbound leads: one SLA architecture, one routing architecture, one engagement lifecycle. And not five different models depending on how this person was already previously recorded in the system.
If you can't tell me what happens when your contact re-engages, then you're definitely leaking leads — and you don't even know it.
