Managing Your Leads

Record vital information about each Lead in the Lead Manager. 

The Lead Manager helps you view, organize, and manage your Leads. Each Lead is displayed as its own row, which expands to show more details when clicked. The Expanded Lead row allows you to see all available actions and record important insights about the Lead, helping you and your team to better understand the sales cycle and behaviors of your customers. Learn more about Using the Lead Manager.

 

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1. Listen to Phone Leads and View Form Leads

Press the play button to listen to the entire Lead Recording. Use the buttons next to the main play button to change the speed of the playback (1x, 1.5x, or 2x) as well as jump forward or backward 10 seconds.

You may also save an audio file of the recorded call by clicking the "Download Call" link. Note: This option is only available if you opt into Call Recording in your Lead Delivery Settings

For Form Leads, the play button is replaced with the text of the message sent by the potential customer who filled out the form.

2. Lead Progress

The Lead Progress section allows you to track important aspects of the Lead's status, such as whether or not the call was answered, the appointment was booked, and the job was won.

Data input in these areas helps us show you Lead Performance Metrics such as Call Answer Rate (or Responded to Customer for Form Leads), Booked Appointment Rate, and Job Won Rate. The more regularly you input this data, the more accurate and useful the Lead Performance Metrics become.

Lead Progress sections that do not yet have a selection made display a grey check mark icon whereas sections that do have a selection made display a green check mark icon.

Lead Progress data is also downloadable for further analysis in a spreadsheet or other CRM software through our Lead Export feature, which is available by clicking the "Export Currently Filtered Leads to CSV" link at the bottom of the Lead Manager table.

3a. Job Revenue

The Job Revenue dollar amount input field is visible if the Lead's Job Won status has either not yet been set or if it's been set to "Yes". Here you can enter how much revenue you made from the job, which will help the software track your ROI more accurately and provide insight into the effectiveness of our marketing campaigns.

3b. Lost Reason

If Job Won status is selected as "No", then the Lost Reason section replaces the Revenue section. Here you’ll be able to log the reason the job was lost via the check boxes or a free form input field. This information can help you identify opportunities for improvement in your overall sales strategy and helps us further optimize your Campaigns.

4. Follow-Up and Starred Leads

These two links can be toggled on (orange) or off (grey) and clients use these features in whatever ways that make sense for their business processes. In addition to the links displayed in the Expanded Lead, you'll also notice the Follow-Up and Starred icons visible as orange or grey in the Collapsed Lead row left hand side.

All Leads marked Follow-Up or Starred can be quickly accessed via one click by using the corresponding Quick Filter links at the top right of the Lead Manager table.

5. Lead Status

A Lead can have a status of Billable or Non-Billable, which also includes the Non-Billable reason. Our software, as well as our human Quality Assurance Team, regularly reviews Leads for billable status. Leads Under Review will display as Billable until our Quality Assurance Team changes their status to Non-Billable during the Lead Review Process.

6. Lead Review

If you do not believe a Lead should be Billable, the "Submit for Review" link will begin the Lead Review process. Learn more about Submitting a Lead for Review.

7. Lead History

Lead History logs important information about the Lead such as when the Lead was first viewed, which User changed the Job Progress, any User Notes added, and more. 

8. Add Note

This feature allows you to add a note about your Lead that can be seen by all Users in the Lead History section. Some reasons to add a note include logging follow-up contacts with the customer, adding appointment times, or further detailing why a Lead may have been lost.