Lead Triage Process
Inbound Lead Capture:
Leads enter the system from paid social, website inquiries, or Software Advice.
Each lead is assigned to Chris for the initial call.
Speed-to-Lead Follow-Up:
After the initial 15-minute window, leads are reassigned to Sales Associates for immediate follow-up.
Leads are simultaneously added to the New Leads Triage Pipeline for tracking during the week one triage process.
Triage Pipeline Management:
The Triage Pipeline is for active week one follow-up only:
Leads should be removed manually by dragging them into the final stage of the Triage Pipeline. This action will remove the lead from the Triage Pipeline but retain it in the New Lead stage in the main sales pipeline.
Promising leads should be reassigned to Chris for a final call and LinkedIn connection.
Leads progress as follows:
When a lead is moved to the Active Lead stage, it is automatically removed from the Triage Pipeline.
Leads booking a call and reaching the Demo Scheduled stage are also automatically removed from the Triage Pipeline.
Note: The main Flex and Software Advice pipelines are the primary tools for tracking all leads. The Triage Pipeline supports week-one action plans.
Automation Rules
Initial Nurture Automation:
Leads in the New Lead stage are marked as unresponsive/abandoned after 7 days if no action is taken.
Leads in the Active Lead stage are abandoned after 21 days without progression.
Automation ensures leads either move forward or transition into a nurture series.
Nurture Series Workflow:
Abandoned leads enter a 3-week nurture series:
Sales Associates can use these automations to flag old leads for manual follow-up during this period.
After 3 weeks, leads are automatically marked as lost and moved to the Lost Leads pool.
Lost Leads: Open to be claimed and re-contacted by any team member.
Rules of Engagement
Timely Follow-Up:
All assigned leads must be contacted within 24 hours of assignment.
Leads not contacted within this timeframe (due to missed follow-up, vacation, time off, etc.) may be claimed and contacted by any other sales team member.
Lead Assignment Workflow:
Leads are reassigned based on triage outcomes:
Good leads: Escalated to Chris for further engagement.
Cold leads: Dragged into the final stage of the Triage Pipeline for removal from the Triage Pipeline while remaining in the New Lead stage in the main sales pipeline.
Ownership and Collaboration:
Ensure clear and timely updates in the relevant pipelines to avoid confusion.
Use automations and manual tracking effectively to maintain clean and actionable data.
Further Details:
See the full Rules of Engagement Document in the sales handbook for further details about lead assignment.
Key Goals
Keep the Triage Pipeline clean and focused on week-one follow-up actions.
Utilize main sales pipelines for all core tracking and progression.
Drive leads to demo bookings as quickly as possible.
Encourage collaboration and accountability through clear rules and fair lead ownership protocols.
