Sales process: Lead engagement | Use Cases - Zoho CRM

Sales process: Lead engagement

Edition: Paid editions | Industry: Applicable for all industries | Features: Integrations with Zoho products and built-in features 

In the Lead Generation use case, we saw the marketing strategies used by Orange Interiorz to generate leads and capture them in CRM. In the next step, they engage the leads and qualify them for sales. Their lead engagement process is as follows:
  1. The sales team gets notifications whenever a lead is added to CRM so they can immediately begin the follow-up process. 
  2. They prioritize the leads based on their responsiveness to different touch points used for contact and follow-up. This helps them move interested leads down the sales funnel faster.
  3. They contact hot leads via call and email and after they qualify these leads, the sales team passes them over to the design team for the next stage.
The company has streamlined the way leads are assigned to the sales team based on the service they choose: Decoration, Remodeling, or New Construction. When a lead submits the form, a rep from the selected service is automatically notified by email and the lead is sent an acknowledgment email, with an option to select the contact method the rep can use to contact them. 
Scoring Rules
The sales team uses various methods to contact leads and each lead is given a score based on their responsiveness. For example, a response on Facebook will give 5 points, an answered phone call will give 6 points, an email response will give 6 points, and so on. All these points add up to give a total score to the lead, which helps the sales team to identify their level of interest and prioritize them accordingly. If a lead is not responsive during engagement, their score will indicate the exact touch point the sales personnel needs to work on. For example, if the lead does not answer a phone call, their score will fall. The falling score can indicate that the time the call was made may not be convenient for the lead. The rep can check the best time to contact the lead for a favorable response. 
Even though the sales team uses multiple channels to communicate with leads, telephone communication is often the best method as it helps establish direct, more effective communication. Telephony allows the company to integrate their PBX with CRM, meaning agents can:
  1. Call leads directly from CRM 
  2. Automatically log all outgoing calls made in CRM
  3. Set up reminders to call leads for a follow-up call 
Since most of inbound and outbound communication happens over emails, the reps use SalesInbox for better email management. This keeps their inboxes well-organized with incoming emails categorized into different columns: Leads, Designers, Colleagues, and Not in CRM. They quickly prioritze the emails by checking the sentiment analysis of the emails. They also use the AutoResponse feature to set reminders to follow up again if a lead hasn't replied to their email.

A sales qualified lead is passed over to the design team. At this stage, the lead is converted and a deal is created. When the sales team marks a lead as sales qualified, a contact and deal are automatically created. A task is assigned to the design team to take over the project. 

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:



                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                    Zoho SalesIQ Resources

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          • Related Articles

                                                                                          • Sales process: Lead generation

                                                                                            Edition: Paid editions | Industry: Applicable for all industries | Features: Integrations with Zoho products and built-in features  A sales process is a framework of a repeatable set of steps that a salesperson or the sales team takes to move a ...
                                                                                          • Multiple Sales Pipeline

                                                                                            What is a sales pipeline? A sales pipeline is a visual representation of your sales process that shows where your prospects are in the buying cycle, how many open deals you have, how long a particular deal stayed in each stage, and whether you have a ...
                                                                                          • Telephony - An Introduction

                                                                                            The time and effort that you put into choosing and setting up a phone system for your business is always worth it. The goal is to give your customers an easy way to get in touch with you and provide the best services to answer their questions and ...
                                                                                          • Marketing Automation - An Overview

                                                                                            As part of the marketing automation, Zoho CRM provides Campaign management, Email marketing, and Web Forms (to generate leads, contacts, and cases) which are useful for integrating your organization's sales and marketing activities. With the Zoho CRM ...
                                                                                          • Email Insights

                                                                                            Email, to this day, remains a primary mode of communication with the customer in any organization. When you send mails to several customers via a CRM, it becomes increasingly difficult to keep a track of each individual's activity on your email. Did ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources