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. 



    Access your files securely from anywhere

      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









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    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 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

                                                                                                              • Zoho SalesInbox: Your Sales-Focused Email Client

                                                                                                                Introduction Zoho SalesInbox is a specialized email client designed to streamline the email management process for sales professionals. By integrating directly with Zoho CRM, SalesInbox helps users manage their emails in a way that aligns with their ...
                                                                                                              • 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 ...
                                                                                                              • FAQs: SalesInbox

                                                                                                                What is SalesInbox? SalesInbox in Zoho CRM is a feature specifically designed to prioritize and organize emails based on the CRM data that is most relevant to salespeople. It automatically sorts incoming emails into relevant CRM categories, such as ...
                                                                                                              • Troubleshooting SalesInbox

                                                                                                                Why are some emails not showing up in SalesInbox? There are several reasons emails might not show up in SalesInbox: Folder Mapping: SalesInbox relies on folder mapping between your email account and CRM. If the emails are in folders that haven’t been ...
                                                                                                              • Your Guide to Zoho CRM Email Tools

                                                                                                                Introduction to Email Efficiently nurturing potential customers and building strong relationships is a core function of CRM. While email serves as a primary customer interaction channel, using separate email and CRM systems can lead to challenges in ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

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



                                                                                                                  eBooks

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



                                                                                                                  Webinars

                                                                                                                  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