1. When a call arrives and the client card is opened, by pressing the combination Ctrl+1, if the customer is not found by phone number and the "lead" is not found in the "Lead" directory, the lead is created automatically and its card is opened, phone, because this is the only information that is known by the new contact.
Next, the user enters the client's name in the name of the lead and other data that the leader can characterize, in the commentary he gives a brief information about the leader. In the course of communication, can also enter the email and address. (Fig. 2)
Fig.1. List of reference book "Leads".
Fig.2. The form of the element of the directory "Leads".
If the counterparty is known, then the leader chooses the counterparty and the contact person. If the counterparty in the leader is selected, then the lead is marked as "Closed." The lead has a props "Status", which by default is set to "Hot", in addition there are statuses: "Warm", "Cold" and "No Promising".
2. If you fill in the name card in the lead card, the lead card will be uploaded to the clients of the virtual ATC with reference to the employee who is given in the lead card as the responsible.
Responsible in the lead card is filled automatically when creating a lead card. If the lead is created under a certain user, then the user will be responsible if the lead is created when the calls are downloaded according to the scheduled task, then the user who made the call will be identified as responsible in the lead card. At any time in the lead card, you can change the person in charge and this card will be transferred to the virtual ATC according to the scheduled task, which runs every 10 minutes by default. When the lead (or counterparty) calls to our office numbers, it will automatically connect to the responsible one, behind which it is assigned, and its name (name in the lead card or counterparty or counterparty contact) will be displayed in the English transcription in the program phone window in a question with the buttons "Accept" or "Reject". The question will be visible, regardless of which application is the user on his computer. If you use hardware phones, the name of the lead (or counterparty) will be displayed on the phone's display. When a counterparty is created on the basis of the lead card, the client in the virtual PBX will be tied to the counterparty's card, and the lead card becomes closed for editing, that is, the contact with the contact is executed in the standard for 1C mode - counterparty card, counterparty contact card.
4. With automatic download of calls, which is performed by default every 5 minutes, automatic search of the lead is performed, if not found, then the lead is automatically created.
Thus, in the document "Interaction" with the view "Phone call" the props "Lead" is always full. In the lead card on the tab "IP-telephony. Phone calls" are all calls, incoming / outgoing, which were for this Lead. When the lead closes, the interactions (phone calls) will be tied to the counterparty card and will be visible on the tab "IP telephony. Phone calls" (Fig. 4). In other words, the lead card links the "Phone calls" interactions, when there is no counterparty card yet, you can go to the lead card and see when there were contacts with this lead, also listen and save them.
Fig. 4. The form of the "Leads" directory element, the tab "IP-telephony: Phone calls" (document "Interactions").
5. From the lead card, you can create a counterparty by clicking the "Create counterparty" button, while all the data is copied to the counterparty card: phone, address, email, comment, name. When recording a counterparty in the Lead card, the flag "closed" is set (Fig. 5).
Fig.5. The button "Create counterparty" opens a counterparty card with the transfer of information filled in the Lead card.
In addition, the leads are closed automatically when phone numbers are added to the counterparty cards. If you enter a phone number in the counterparty's card, when subscribing to a counterparty, the event subscription checks for active leads on the counterparty's phone numbers, if it detects, then closes those leads. Thus, in the directory "Lead" there are contacts that at least once called or we called, but phone numbers are not present in contacts of counterparties.
6. The subsystem "Lead management" contains the report "Lead statistics", the report gives information about the leaders in the context of managers.
The report shows data on the number of leads for the period by managers, by status, by type "closed/active", and there is also an indicator on the number of leads that have been transferred to counterparties for the period. (Fig.6)
Fig.6. Report "Lead statistics".
Lead states: how many and which leads are closed, active for each of the managers; how many events for each of the leads; how many leads transferred to counterparties; number of new leads.
One of the conclusions that the report can give is: if the lead is not named and there are more than two events in the lead - the phone calls, then the manager does not work well with primary contacts. Managers should name leads, write comments in comments than potential customers are interested in, write down other contact details.
The indicator "The number of leads passed to clients" for each of the managers gives an understanding: how managers fill the database of counterparties with telephones, since the leader takes the status "Closed" if the phone number is recorded in the counterparty card; The second is the conversion of leads into counterparties for each of the managers.
Report "Lead statistics" also can be grouped by sources of information.
Cost of work: 2000 UAH.