Optimize your lead management system workflow for Product Management

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Bryce Denison director of product management really excited to show you guys uh our new Advanced lead management features that we've been working over the last few years uh Frank I'm gonna pass it to you to to show off all the new cool things excellent thank you Bryce my name is Frank tarell I'm a sales engineer here at total expert what I'll be showing you is the advanced lead management functionality that Bryce and his team has built this includes lead prioritization dialer and a many toone leads object this is functionality that is Persona and permission based really to give inside sales teams direct a consumer or hybrid teams the right functionality they need to be more efficient the first thing we'll take a look at is our call Que our call Que is a way that we're going to prioritize the most important lead in a user's lead list that most important lead can be either hot leads or maybe brand new leads that come into our platform it could be other use cases such as tasks preapproval expirations or even a shark tank for claimable leads when we're thinking about working leads we want to show that most important lead to that user in my example I'll take a look at Tammy Thompson Tammy Thompson here has information that we've received from that lead Source maybe a website maybe a purchase lead Source this is a customizable ribbon that'll show loan amount in my example loan purpose maybe if it's a VA or nonv lead along with an interaction action history our interaction history will give that user a full picture of all previous notes phone calls dispositions Etc along with personal information CRM data and with specific lead sources like bank rate or other lead Source Integrations we have for rate tables actual rates as well what we really want to do is we want to enable the user to be able to quickly and efficiently have a high quality conversation also included Advanced lead management is our in platform dialer so when I click a phone number it's going to pop our open our dialer it can be called out from a soft phone be called from preferred devices maybe a mobile phone or an office phone um for people that want to use a specific device that user can take notes on the phone call and also select an outcome these outcomes or dispositions are customizable and then can drive marketing automation from things like Journeys For example leaving a voicemail disposition can then send an email or a text message followup which could be different than having a conversation or even sending somebody to credit repair if a users unable to make contact with the lead we have a voicemail drop that allows them to send out a pre-recorded voicemail and move on to the next lead without having to repeat themselves over and over again in addition to utilizing the dialer we do have our ability to select specific outcomes also create tasks for either that specific user or maybe a teammate along officer assistant a con team member a CSR and the ability to send SMS and emails as well so next I'm going to open up the Tammy Thompson record and show you some more details on Tammy so Tammy is a lead that I've been working for a while we can see a whole history of not only phone calls but also voicemails and with our telephony utilizing our dialer we're able to record those phone calls and transcribe them as well along with transcribing the incoming voice mails we also have the ability to create custom two-way conversations through SMS so here a user can have that two-way conversation that can piggyback on automated messaging that we're sending out from our Journeys and one thing I'll note when I work with somebody like Tammy Thompson and I use the term leads is we've built the ability to have a many toone leads to contacts and what that looks like is Tammy Thompson here the person the bar has a contact profile that that includes all of their details including different loans a complete marketing activity and Communications history but those are split out into individual leads so leads are the engagement contacts are the people or the bar these leads could be managed separately they can go to different team members depending on lead Source or when they come in but the overall ownership of a contact can stay with maybe a retail loan officer or senior loan officer or the same loan officer user that's working the leads what this enables us to do is have the flexibility of managing those leads differently but it also allows us to report on those leads differently than contacts so now when Tammy Thompson does multiple loans a purchase a refi maybe a HELOC she can have separate leads but all of her loans are going to be under that contact record for reporting accuracy and data cleanliness the last thing I want to touch on here is our lead lists in lead management and our pipeline views this allows the user based on Persona to create different filtered and presorted lists I like to think of this as the safety blanket for users the prioritization is perfect for knowing the next best lead to call especially urgent leads our lead list here gives them the ability to manually filter and sort as needed and save different pipeline views maybe leads from a specific lead Source or leads that are in a specific status this also allows them to take bulk actions these bulk actions can send out email emails send SMS text messages or even send to a call acue for power dialing functionality depending on Persona and permissions managers can set up different lead lists here to monitor different team members leads or maybe look at unworked leads leads that need to be redistributed so just to recap our Advanced lead management includes our dialer the prioritization and our leads object many to one with contacts to really enable sales teams to quickly and efficiently call the next best lead and generate more Revenue thanks Frank yeah just to recap what we're doing here is we're continuing just to build features to allow your users to efficiently work their leads as they come in and contact them effectively and make sure that you as well are able to see who's being contacted when track that and have them uh have the dialer and also or I should say the telefony and other uh capabilities in order to contact them how they would like to be their leads to be contacted all right really excited to show now our workflow engine uh functionality really the workflow engine is the main driver of taking leads from many sources sources and getting to them to the right person as quickly and efficiently as possible following the rules that you want to establish for your particular use case uh in your particular workflows so I'm going to hand it back to Frank uh to go show off our workflow engine functionality excellent thank you Bryce so when we think about workflow we're thinking about Distributing the right lead to the right loan officer right user at the right time this workflow can handle data leads leads from something like Zillow website bank rate Lending Tree leads those database leads it can also handle inbound phone calls that are coming into a toll-free number uh that can be on a landing page radio ad billboard Etc we're going to take a look at an example here for a Zillow lead this Zillow workflow is going to have all available loan officers that are assigned to this lead distribution program and when we think about Distributing these leads we have two ways of Distributing these leads to the right user the right loan officer this could be sequential or simultaneous sequential distribution is going to be more of the individual Ron Robin so a blackjack dealer dealing out those deck of cards based on filter criteria that we'll take a look at here in a second simultaneous is going to be more of that shotgun approach where our dialer will rank all available users that meet the filter criteria and the first available user will be able to interact with our dialer in place an outbound call for a data lead or receive the inbound call on a phone call lead so simultaneous distribution is very important when speed to lead is the name of the game sequential round robin is better for maybe a hybrid team or an inside team that's not working those direct rate table or time sensitive leads when we've built this workflow Bryson's team has built this workflow to be very admin friendly where we're not going to require rules on rules on rules to get the right lead to the right user at the right time what that looks like is that looks like redistribution within the same distribution program so you're not going to need 50 60 100 different rules to distribute those leads and then in turn redistribute them so here we have the ability to automatically redistribute a lead if action has not been taken in a specific amount of time so we can give individual users maybe a couple minutes a couple hours even a couple days to work that lead and then then if that lead's not worked it can either rerun this distribution workflow program or it can go to an exception handling which is sort of like a B team or a backup team to be able to manage that lead when we're thinking about filters and getting that right lead to the right user at the right time first and foremost we have the ability to have state license match so we'll always be able to follow the state license matching if applicable if not applicable it's gone we also have other individual filters to help fine-tune the distribution system settings these include things like lead volume settings this is simply T turning the faucet higher or lower a top performer can receive more leads within a time frame maybe a newer person can receive a little bit less leads we have the ability to distribute on credit score so if we want Heather to get our best leads we can give her everybody that's over a 580 credit score or on the flip side if we want Heather to focus on credit repair we can make it so it's less than 580 those leads can go to her and this can be required where this rule needs to happen for Heather to receive leads or this can be more skills based or preferential so if we don't make this required Heather will still receive leads but we would prefer her to get the credit repair to get the leads that are under 580 some other features that we have and make sure we're getting that right lead to the right user loan request type very similarly if Heather is a VA expert we're can have the VA leads go to her either required or preferential and then probably my favorite feature when it comes to redistribution and when it comes to ease of use is our thorough put what this will do is it'll look at our different lead stages and it'll temporarily turn Heather off from getting new leads if she's maybe falling a little bit behind so here if Heather has more than three leads we're going to temporarily stop her from receiving additional leads till she comes up for air till she works these leads what this does is this helps admins not have to redistribute a bunch of leads or manually turn people on or off this lets us do it automatically and automates that or maybe on the flip side Heather's really good about winning those shot and connect leads but really bad about moving people down the funnel either taking an application or adversing that file so here we're going to temporarily stop her from receiving leads after she has more than one or two leads in contacted she can follow up on those contacted leads and then she can get more new leads once she's finished out her call Que once she's reached those contacted leads so just to recap workflow is really meant to get that right lead to the right user at the right time but in an admin friendly way and we can distribute via round robin or simultaneous shotgun distribution thanks Frank and yeah uh just like Frank said right right person right lead right time uh we're going to be continuing to add filters and different routing rules uh into this uh workflow functionality as you can see you even have the ability to pause leads in this workflow where necessary say for instance Heather goes on vacation uh things like that so we're continuing to build this out uh this is all also accessible via API for your more uh you know if you want to have it hooked into your system and distribute uh on your on the fly so really excited uh to continue making this more expedient faster more rules uh in this space thank you so much