The following procedures detail the requirements for working inbound leads.
Inbound Lead Process #
New leads are to be contacted within 5 minutes of being assigned
The steps below are required when working a new inbound lead and must be followed until you’ve had a conversation with the lead or a meeting has been scheduled.
Once you’ve had a conversation with the prospect or a meeting has been scheduled, please unenroll them from any new lead sequences.
Note: If they schedule through your book a meeting link, they will automatically be unenrolled.
All activity must be documented in HubSpot or contacts will be moved.
Day 1: Upon Receiving the Lead #
- Look at pages the contact viewed and where the form submission occurred
- The form submission provides insights into what services the prospect might be interested in
- Familiarize yourself with the lead prior to reaching out
- Website, industry, location, etc.
- Place your first call within 5 minutes of receiving the lead
- Enroll in the proper email sequence based on the available information and outcome of the call
- You can find documentation on all the HubSpot templates and sequences here
Day 1: Second Attempt #
Within 3-5 hours of receiving the lead, make a follow up call if there has been no response by phone, email or meeting link
Day 2: Follow Up Call(s) #
- Place a follow up call and complete the call task from the email sequence
- Completing the task will allow the sequence to move forward
- If no contact is made, try calling again later that day
Day 3: Follow Up Call #
- Place a follow up call at a different time of day
Day 4: Follow Up Call #
- Place at least one call today
- The next email in the sequence will be sent only if you completed the call task from day 2
Days 5 & 6: Follow Up Call #
- Place at least one follow up call each day
- There will be no scheduled sequence actions on these days
Day 7 & On… #
- The email sequence will continue with call tasks and emails for approximately 30 more day
- Please remember to mark the call tasks complete in order to progress the email sequence on to the next action
- It’s encouraged that you make additional calls to engage the prospect on top of the scheduled sequence activities
Activity Requirements to Maintain Your Leads: #
Initial Contact Within the First Hour #
Any newly assigned lead must be contacted within the first hour. If this does not happen, the lead will be moved (excluding weekends).
Activity During the First Week #
During the first 7 days after a lead is assigned, there should be activity on a daily basis. Activity means sending emails, logging phone calls, or scheduling tasks/ meetings for the future.
If there is no documented activity or notes in HubSpot in any 24-hour period during these 7 days, the lead will be moved (excluding weekends).
Weekly Engagement #
After the initial 7-day period, there should be at least one documented activity or future task in HubSpot each week. If there is no weekly engagement or scheduled activity, the lead will be moved.
Notes in HubSpot #
As you are working inbound leads, please leave detailed notes on the contact record in HubSpot about the sales activities you’ve engaged in, along with status updates about the contact.
Leaving detailed notes not only provides a history of activities for your reference, but also serves as the primary method our teams use to manage our lead follow up.
To emphasize this point: You must leave a note and advance the deal stage of the contact accordingly when working leads
It is your responsibility to ensure that HubSpot is updated to reflect all calls and contact attempts made. We will not rely on Vonage call records to verify whether you have contacted the lead or not. Failure to do so will result in the contact being reassigned.
Customer Service Issues: if at any time a customer requests not to work with or has a complaint about an Account Manager, their supervisor will be notified, and the account will be reviewed to determine if the request was valid. If the deal was already processed, commission will be paid to the Account Manager who sold the deal. If the request was valid, the account will then be moved to whomever we deem the best fit. No future commissions will be paid to Account Managers who have been removed from the account unless prior arrangements have been made.
Deals and leads will be moved if procedures are not properly followed.
