CSR and sales team workflow

CSR and sales team workflow

Pipeline On works best when your CSR and sales team know exactly what to do with recovered leads.

Do not send every lead into a general inbox without ownership.

Basic workflow

1. New recovered lead appears.
2. Lead is checked for service area and intent.
3. CRM is checked for an existing customer.
4. High-priority leads go to CSR quickly.
5. Lower-priority leads go to email, postcard, retargeting, or review.
6. No-contact and bad-fit leads are suppressed.

Assign ownership

Decide who owns:

• First call.
• No-phone leads.
• Existing customer review.
• Failed Zapier deliveries.
• Suppression requests.
• Billing or account questions.

SLA recommendations

High-intent lead with phone:

• Same day or as soon as possible.

High-intent lead without phone:

• Same day email, postcard, or review task.

Medium-intent lead:

• Review daily.

Bad-fit lead:

• Suppress or archive.

Track outcomes

Track:

• Called.
• Reached.
• Booked.
• Not interested.
• Existing customer.
• Outside area.
• No contact requested.

This helps you know whether recovered leads are turning into booked work.