Lead Queues

With the release of Zurmo 2.5, commercial customers have access to Lead Queues, which allow automatic distribution of Leads. Each queue includes users and groups and allows for distribution rules like round robin, which equalizes Lead assignments.

Notifications can be sent via email to entire groups (sales teams) so that everyone is updated when a new Lead is created.

When coupled with Workflows, Lead Queues can create an automatic assignment of Leads based on certain fields such as Industry, Source, City, other geographic data points, or any custom field. For example: when a Lead originates from a webform and has a certain area code (such as 60606), then the Lead Queue will assign that Lead to the Chicago sales team in a round robin fashion.

Use Case #1 - Round Robin

A sales team (West Channel) wants even distribution of Leads that come from their call center. A Round Robin Lead Queue has been set up for the ‘West Channel Sales’ Group, which consists of 5 users (Jim, Jill, Katie, Mary, and Sam):

When a call center rep enters a Lead for West Channel Sales, they will set the owner to ‘West Channel Sales':

Upon saving the Lead record, the queue will re-assign the Lead to the next user in line from the West Channel Sales group. Since Jim is next in line to receive a Lead, this one is all his:

A workflow is set up so that when a user receives a new Lead, they are alerted via email. Jim receives an email alert and follows up on his new Lead.

Use Case #2 - Leads up for Grab 

A cut-throat sales leader doesn’t want Leads evenly distributed. He wants to keep his reps hungry. If a new Lead comes in, the early bird gets the worm. A ‘New Leads’ queue is set up and all sales teams are included. There is no Rule selected, so this means all Leads are assigned to the ‘New Leads’ queue and there will NOT be any round robin assignments taking place. Here is how that could look:

Once a new Lead comes in, a workflow rule alerts all sales users via email. At this point the first user to act on the Lead will click into it and reassign the Lead to his User:

Additionally, a sales rep can run a search for all Leads assigned to the ‘New Leads’ owner. This way he can see which Leads have not been worked yet:

So whether you are Rock'n Robin or The Hunger Games, Lead queuing in Zurmo can work for your sales team.  

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