•How to assign the owner of a lead?
•What's the difference between the lead source and lead channel?
•What's the difference between the [Account] and [Account name] fields on the lead page?
•What is the logic of automatic contact/account creation?
•What data from the lead page are passed to the contact page?
•How does the contact and account search work when qualifying a lead?
•How do I start the lead management process?
•How to disable a base sub-process?
•How to change the standard lead management process? How to add or modify process stages?
•How to search for duplicates?
How to assign the owner of a lead?
Lead distribution includes the assignment of the lead owner, need clarification and the decision to nurture further or proceed to handoff.
This step is optional and may be performed at any lead stage, except the final stages ("Awaiting sale“ and ”Satisfied”).
As the owner assignment is not a mandatory action, after the qualification stage is complete the lead is transferred to the “Handoff to sales” stage. To assign an owner, you need to return to lead distribution by clicking the lead distribution stage on the workflow bar (located at the top of the lead page), or go to the [History] tab and specify the owner on the [Lead distribution] detail.
What is the purpose of the "Continue nurturing"? The lead remains at the "Distribution" stage. Nothing has changed.
The decision to hand off a lead to sales or to continue the nurturing is made based on whether there is sufficient information to start the sale and whether the customer is ready for a deal. If the customer is not interested at the moment, but communication is still available and the possibility to close the opportunity exists, select the “Back to nurturing” task completion result.
During the nurturing, you can determine the further strategy of working with the lead: to clarify the customer need or to specify missing data.
As a result, the lead remains at the distribution stage, and you can continue working on it later. Otherwise, you'd have to select the "Not interested" stage and such a lead would become unavailable for further work.
What's the difference between the lead source and lead channel?
Lead channels are resources involved to attract leads, for example, search engines, email, social networks, media resources, etc. A lead source is a specific resource from which a lead is transferred into bpm’online, for example, the Google search engine, email, Facebook, etc.
What's the difference between the [Account] and [Account name] fields on the lead page?
The account information can be found in two places:
•On the [Registration info] detail of the [Lead info] tab. The fields on the details are populated automatically when you add a new lead to bpm’online and only with the data that the user provided during registration on the landing page. I.e., if the user has not entered a company name when registering on the landing page, the [Account] field on the [Registration info] detail will be blank.
•The account profile is located on the left side of the lead page. This interface enables you to register a new company or to associate an existing account with the lead based on registration data from the [Lead info] tab. For instance, if a user has specified a company that has been added in the [Accounts] section, bpm’online will pull in the profile information for the account, and will enable you to associate it with the lead.
What is the logic of automatic contact/account creation?
A contact is added automatically when creating a new lead via landing page if the [Create contact] checkbox is enabled.
When adding a new lead manually:
•If the lead is added for an existing contact, this contact will be specified in the corresponding profile on the lead page and you can connect the lead and contact records via the [Select from similar] option.
•If the contact specified in the lead mini page does not exist, it will be added automatically after clicking the [Qualify] button.
What data from the lead page are passed to the contact page?
When a contact is created automatically, all basic information about the contact (name, communication options) is passed to the contact page from the lead page.
How does the contact and account search work when qualifying a lead?
The [Name] and [Company] fields are standard fields in the web form on the landing page. Information from these fields will be used to populate the [Contact name] and [Account name] fields on the [Lead info] tab.
Contact and account profiles are located in the left part of the lead page. These blocks contain general information about contact and account connected with the lead. If a contact or account are similar to the existing ones, the existing contact or account can be connected with the lead page via the [Select from similar] option. (Fig. 1).
Fig. 1 Connecting lead with account
Conditions that enable selecting from similar contacts and accounts are described below.
Similar contact:
•Values of the [Contact name] and [Email] fields on the lead page are equal to the [Contact name] and [Email] fields on the contact page.
•Values of the [Contact name] and [Mobile phone] fields on the lead page are equal to the [Contact name] and [Mobile phone] fields on the contact page.
Similar account:
•Value of the [Account name] field on the lead page is equal to the [Account name] field on the account page.
•Values of the [Account name] and [Country] fields on the lead page are equal to the [Account name] and [Country] fields on the account page.
How do I start the lead management process?
By qualifying the lead, you begin to work on the process. The lead management business process starts automatically after clicking the [Qualify] button and continues running as you work with a lead.
You can also customize the lead management business process according to your needs. To do this, create a new business process or copy an existing one and change it accordingly. Specify the name of the new process in the “Lead management business process” system setting. The details of the business process features are described process setup documentation.
How to disable a base sub-process?
To disable a base sub-process, copy an existing business process and give it a new name. Disable the required sub-process and specify the name of the new process in the “Lead management business process” system setting More ways of configuring and working with business processes are described in the process setup documentation.
How to change the standard lead management process? How to add or modify process stages?
You can delete, change or add process stages, and change the list of activities in accordance with your needs.
To change the set of stages and transitions between them use the [Lead stage] and [Available transitions between lead stages] lookups.
To change the list of basic activities, which are created during the process execution, you need to replace the default process with a custom copy.
To do this:
1.Open the [Process library] section.
2.Find the default process that you want to change. The lead management process consists of several sub-processes, each referring to a particular stage. When searching for a sub-process, pay attention to its name and the 7.8 prefix. For example, if you need to change the “Qualification” stage of the lead management process, look for a process called “Lead qualification v7.8.0”.
3.Create a copy of the base lead management process by clicking the [Copy] button record in the process record.
4.Make the required changes in the copy. You can change the elements, remove elements or add new ones.
5.Save the edited copy and publish.
6.Specify the name of modified copy in the [Value by default] field of the “Lead management business process” system setting.
7.Go to the original version of the corporate sales process and disable it by clicking the [Actions] —> [Disable].
Note
Detailed descriptions of business process management can be found in the bpm’online business process documentation.
After performing the settings, the system will use the custom lead management process.
The lead duplicate search helps to obtain information about customers with similar needs. You can delete duplicate leads manually, if needed. Leads that look like duplicates will be displayed on the [Similar leads] detail. Detailed information about this functions is available in a separate article.
