Managing a Lead

From a Lead Listing Page, click on the name of a lead, and you’ll be taken to that Lead’s Detail Page. The Lead Detail Page shows all information associated with a specific lead.

The Lead Summary Card

The Lead Summary Card displays the lead’s name or other identifying information and any incomplete Primary and Secondary Tasks associated with the lead. Click on a task within this card to view/edit the task’s details.

The Quick Actions Menu

The Quick Actions Menu is where you can do the following:

Change Stage

If you click on “Change Stage” – this is where you can update the lead’s stage within the sales pipeline:

• Click on the “Assigned To” dropdown to assign or reassign the lead (and subsequent Primary Lead Task) to another user as needed. Please note: this feature will allow the lead to be auto-accepted on behalf of the newly assigned user.
• Click on the “New Stage” dropdown and select the current stage the lead is at.
  • If you change the lead to an Open Status Stage, a required “New Task” will appear.
  • If you change the lead to a Closed Status Stage, an optional “New Task” will appear.
    • The system will generate a “Closed At” date when a lead is changed from an Open Status Stage to a Closed Status Stage.
    • In the event that a lead is changed back to an Open Status Stage and then subsequently returned to a Closed Status Stage, the “Closed At” date will reflect the most recent change to a Closed Status Stage.
    • The “Closed At” date appears in the bottom-right corner of a Lead Detail Page.
    • A “Closed At” column is included on the Lead Listing Pages, allowing users to filter by the “Closed At” date when viewing the Closed Leads Listing Page.
    • By activating integration with review management platforms such as Reputation.com, Podium, or Birdeye, RLM will automatically send a review request to a lead when prompted by the pre-determined stage change chosen by your company. To learn more about this, watch the Managing the Reputation Management Integration instructional video.
• From the “New Task” dropdown, select the type of task being created.
• Next, add a note in the “New Task: Regarding” section to explain what the task is related to (e.g. to show product).
• Then select the “New Task: Date” and any relevant start and end times.
• Finally add any relevant notes (e.g. bring beige carpets and walnut hardwoods).
• Then click on the save button.
• At the top of the Lead Detail Page you’ll see that your lead’s updated stage and your new task are now shown in the Lead’s Summary Card.
• You’ll repeat those steps each time you update a lead’s stage.
• ***Please note: Once you’ve made your first update to a lead’s stage and created a required task, each subsequent change made to a lead’s stage will prompt the system to ask if the current task has been completed. This is meant to help you stay on top of your lead tasks. You must click on the “Current Task: Completed?” dropdown and select yes or no before you can save the new stage or task

Add Secondary Task

This is where you can create multiple additional tasks associated with the lead. To learn more about this, see the Creating Tasks reference document.

Create Lead From Lead

This is where you can create a new lead based on the information within the current lead. This function is limited to creating the new lead in the same pipeline as the current lead.

Assign

This is where you can re-assign the lead to another user.

Attach File

This is where you can add any relevant documents or pictures to the lead. To attach files, see the Attaching Files reference document.

Add Sample

This is where you can add any product samples that have been checked out to or ordered for a lead. To manage samples, see the Sample Checkout Module Explained reference document. This is an optional feature that can be added by pipeline.

Customer Sync

This is where you can sync information from a lead into an ERP system. This is an additional integration available from RLM and third-party providers. For more information, please see the Creating a QFloors Contact and Proposal from an RLM Lead instructional video.

View Similar Leads

This is where you can merge two open leads within a pipeline that have the same last name, email address, or phone number. To merge leads, see the Merging Similar Leads reference document. This is an optional feature that can be added by pipeline and will only be visible as an option when applicable.

Edit Lead

This is where you can update any of the fields on the Lead Detail Page.

Delete

This is where you can delete the lead from the system.

The Notes Tab

The Notes Tab should be used whenever you want to add any notes to a lead. It also keeps a running history of everything that has happened with a lead including assignments, stage changes, and other activities associated with the lead. If you click on the notify user checkbox, this will send an email notification to the person to whom the lead is assigned and let them know that you’ve added a note to the lead.

• Notes Tabs are equipped with Condensed Notes View, which truncates the initial view of any note that exceeds a certain number of characters. A “Show More” link appears below any note being condensed, and once expanded using this link, it will change to say “Show Less” for the purpose of collapsing the note again. If any notes are truncated within a Notes Tab, an “Expand All/Collapse All” button will also be available. This button enables all condensed notes to be expanded or collapsed at once.
• Notes can be pinned, edited, or deleted by clicking on the icons that appear to the far right of each note.

The Files Tab

The Files Tab is where you can find all documents related to a lead. The system accepts all types of files including word, excel, powerpoint, pdf, photos and videos. You can also attach and delete files from this tab.

The Samples Tab (where applicable)

The Samples Tab (where applicable) is where you can find all samples related to a lead. This is an optional feature that can be added by pipeline.

The Remote House Call Tab (where applicable)

The Remote House Call Tab is where you can create a new Remote House Call for a lead and review details and information for completed calls associated with a lead. This is an additional integration available from RLM and third-party providers and can be added/removed by pipeline. To manage Remote House Call, see the Remote House Call from Non-Mobile Devices instructional video.

Emailing a Lead and the Copy to Clipboard Icon

From the Lead Detail Page, click on the lead’s email address. Doing so will prompt your default email platform to compose a new message addressed to the lead. It will automatically insert code into the cc: field that will route a copy of the message back to RLM.

When you return to RLM in your browser, and refresh the Lead Detail Page the content of that email message will be on the Notes Tab.

The code that routes emails back to RLM can also be copied directly from your Lead’s Detail Page. Click the “Copy to Clipboard” icon next to the lead’s name in the Lead Summary Card. This will copy that line of code to your clipboard. You can now paste this line of code into the cc field of any email chain. The contents of any email to which the copied code was applied will be routed back to the Notes Tab for your lead.

The Copy to Clipboard icon also appears next to the lead’s email address on the Lead Detail Page. Click on this icon to copy the lead’s email address to your clipboard as needed.

Please note: The Copy to Clipboard icon can be added to any field in RLM.

The Lead Detail Page

This page shows all information associated with a specific lead:

• Lead Summary Card – Displays the lead’s name or other identifying information and any incomplete Primary and Secondary tasks associated with the lead. Click on a task within this card to view/edit the task’s details.
• Quick Actions Menu – This menu offers the following actions:
  • Change Stage – Update the lead’s stage within the sales pipeline.
  • Add Secondary Task – Create multiple additional tasks associated with the lead.
  • Create Lead from Lead – Create a new lead based on the information within the current lead. This function is limited to creating the new lead in the same pipeline as the current lead and is great to use for repeat customers.
  • Assign – Assign the lead to a user.
  • Attach File – Add any relevant documents or pictures to the lead.
  • Add Sample* – Add any product samples to a lead that have been checked out or ordered.
  • Customer Sync** – Sync information from the lead to an integrated ERP (such as QFloors). For more information please see the Creating a QFloors Contact and Proposal from an RLM Lead instructional video.
  • View Similar Leads* – This option will only appear on the Quick Actions Menu when there are two or more open leads within the same pipeline that have the same last name, email address, or phone number as the current lead. This function allows the user to merge the current lead into a similar lead.  The notes, files, samples and tasks of the current lead will be combined into the newly merged lead.
  • Edit Lead – Update any of the fields on the Lead Detail Page.
  • Delete – Delete the lead from the system.
• Notes Tab – Use this tab to add notes to a lead at any time. This tab also maintains a running history of the lead including assignments, stage changes, and other activities associated with a lead.
• Files Tab – Use this tab to add documents, pictures, and videos to a lead.
• Samples Tab* – Use this tab to add product samples that have been checked out or ordered to a lead.
• Remote House Calls Tab** – Use this tab to initiate a Remote House Call and review previous call information. For more information please see the Remote House Call from Non-Mobile Devices instructional video.

*This is an optional feature that can be added/removed by pipeline.

**This is an additional integration available from Broadlume Lead Management and third-party providers.

Open

This status is for leads that are current potential sales opportunities. The stages of “Unassigned”, “Assigned”, “Accepted”, “Contacted”, “Qualifying”, “Measure”, “Appointment”, “Estimating”, “Quoted”, “Negotiations”, “On Hold”, and “Sold – Job in Progress” are considered “Open” status stages.

Closed

This status is for leads that have already been sold or are no longer current potential sales opportunities. The stages of “Completed Sale”, “No Sale”, and “Dead” are considered “Closed” status stages.

We have a recommended staging system for flooring companies:

Open Stages:

• Unassigned* – This is a new lead that has been created in the system and has not yet been assigned to a user. Typically, leads in the unassigned stage have either been created by a managerial user or via an API connection. Leads in this stage should be reviewed and assigned to a user as soon as possible. Unassigned leads will appear on the Daily Stalled notification.
• Assigned* – This is a new lead that has been assigned to a user, but has not yet been accepted by the user. Assigned leads will appear on the Daily Stalled notification.
• Accepted* – This is a lead that has been accepted by the user to whom it was assigned, but has not been moved into one of the stages below. Accepted leads will appear on the Daily Stalled notification.
• Contacted – This is a lead that needs to be contacted or has been contacted by the assigned user.
• Qualifying – This is a lead that is being or needs to be qualified.
  Measure – This is a lead for which a measure has been scheduled or is being completed.
• Appointment – This is a lead with which the assigned user has scheduled an appointment or meeting.
• Estimating – This is a lead for which the assigned user is in the process of estimating the job and/or preparing a quote. For example, a salesperson has measured a job and will need a day or two to complete the estimation due to the complexity of the job or a busy schedule. Changing the job to this stage indicates that the job is in the queue to be estimated or is in the process of being estimated. The task date you’d set at this stage is the date you expect the estimating to be complete.
• Quoted – This is a lead that has received or been sent a quote. The job should be changed to this stage when estimating is complete and a quote is given to the customer.
• Negotiations – This is a lead where the assigned user is in negotiations with the customer after a quote has been given. This typically is used if the customer is getting multiple quotes from various companies.
• On Hold – This is a lead where the customer has asked you to follow up on the project after a considerable amount of time. For example, the customer may have asked you to put the project on hold for several months. The lead should be put on hold and then given a follow up date, so the system will remind the assigned user to follow up with the lead.
• Sold – Job In Progress – This is when the lead has been sold and for which you have a signed contract. The job is now in the process of going through the operations channels.

Closed Stages

• Completed Sale – This is when the job is complete and installed. This is where you also follow up with the customer and thank them for their business, ask for referrals, and ask them to write a review. There is a field within this stage to be checked off that says “Post Job Call Complete”. It is important that you understand that when changing to this stage you must complete this action of the follow up call.
• No Sale – This is a lead that the assigned user has nurtured but has not successfully converted into a sale or a new account.
• Dead – This is a lead that does not represent a sales opportunity, such as out of service area or sales solicitation (examples – someone in China trying to sell you LVT, someone offering to get you a #1 ranking on Google – mostly these come through direct website submissions). If you choose not to have a “Dead” stage, you can simply delete these types of leads.