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Troubleshooting Standard/Smarter Leads Programs
Troubleshooting Standard/Smarter Leads Programs
Discarded Leads:
Check discarded leads and see if any can be salvaged.
If yes- make sure all of their info is filled in and click on “Use”
Watch the following video to see how to “confirm” the lead so it can be delivered to the campaign.
2. Open up filters/categories:
Ask the CSM to ask the customer if they are willing to open up filters/categories.
Intent leads:
Check if other campaigns have intent leads in the same filters/categories. Ask CSM if we can send them and if so - how many.
How many depends on the following:
Number of leads needed - i.e. we don't necessarily want to send 30 intent leads in a 50 standard lead program.
How closely the customer is tracking quality of leads - small vendors generally keep a closer eye on each lead, larger vendors often care more about quantity.
New end date:
Request a new end date in the SF opp product that aligns with the new estimated delivery date.
Process:
If the delivery manager sees that a program (any program) will not complete by the contract end date, and none of the troubleshooting solutions above have been successful, they need to request a new end date in the Salesforce case.
The fields for the DM to fill in are “Adjusted End Date Requested” which they fill in with the current date and the “Reason for Adjusted End Date” where they provide the reason as well as the new end date that the case requires.
Every Sunday, there is an email that goes out to every CSM that has any active program with a request for a new end date filled in. The relevant CSM of the program that requires a new end date needs to email their POC and let them know that we will run late & include the new estimated end date and ask for their approval of this new end date.
Once the CSM receives the approval from the customer’s POC, they forward it to the finance team and the finance team takes care of updating the new end date.
The new end date will appear in the “Adjusted End Date (FINANCE ONLY)”. The traffic light system of that case will be automatically adjusted according to the new end date.
Change order:
Discuss with the CSM changing the program completely to intent leads, partially to intent leads, or to a different product completely.
See this page for change order process.
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