Best way of tracking lead communication?

The scenario:

I got a lead, I call the lead, no one is answering, I call again later, they answer, asks me to call tomorrow, calls tomorrow, small chat, asks me to call again in a week, I call again a week later, they ask me to send them a mail and follow up, I send a mail and follows up three days later, they are converted to an opportunity.

HOW can I track all that in one view?

Today I'm creating a task that I keep postponing and changing the subject so that I can look at all the comments from our earlier chats, but this way I never get to complete a task and therefore my stats are incorrect.

Creating new task for every new step is a no go, as it takes too many clicks plus I would have to go through all the earlier tasks' comments to get updated on the dialogue.

Anyone got an idea on how to keep track on the progress AND being able to pull stats on a weeks activity?

Kindly,

Rasmus

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12 comments
  • I'm sure I am not doing it right, but I put all of my updates/comments in the task notes and then update the task date to reflect the next action, not completing the task.

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  • These notes are also added to the overall history.

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  • Hi Jeremy!

    You mean the "task comments", not "task notes"? I don't think there are notes to tasks.

    Because I think we're doing the same. Creating a task, and changing it later on "reflecting the next action" but always staying in the first created task. Is that right?

    My issue is that my entire sales team is doing that and therfore I can never rely on a report on "completed tasks" as they can actually have completed hundreds of tasks, but simply having changed the same task to a new one.

    And the last thing I'll have them do is to create a new task everytime they complete a task that requires a follow-up task. One thing is that I prefer them to perform rather than making the stats look pretty, and the other thing is that they no longer have an overview of all the comments written since day one.

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  • Sorry.  Yes, task comments.  And regarding reports, the only way I can figure how to get around that is to simply create a field at the op. or lead level that is titled Left off/Next step and enter that info.  It's not the best solution because it is more or less double entry, but that is the only way I can think of to be able to quickly see the status of the lead or opportunity.

    It would be nice if either the history or task comments could be included in reports.

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  • Or, if, when you've reached the 'completion' of a task, you could click something like "Mark this task as complete and create a linked task". Something that doesn't really change the way it looks but still shows that there has been a progress.

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  • Hello all,

    Once you create a lead there is a tab(s) for notes and tasks. You can keep track there and see it in one screen. - notes screen , tasks screen etc. The task screen will cross off the task once you mark it with a check mark.  You can also set reminders for the task until you convert to an opportunity or chose to stop following up. 

    Here is a video you will find in the help section https://support.insight.ly/hc/en-us/articles/204061664-Video-Managing-Tasks

    You can then tag/use a filter to pull stats. Hope this helps.

     

     

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  • Hi Melissa,

    The problem is that it is much easier to edit the task that's been completed with new information so that it actually becomes a new task. By doing so a task will only be marked as completed after a long process of changing the task. Therefore, what might actually be 10 completed tasks now only counts as one.

    The problem with creating a new task every time is that the comments don't follow the new task. So, when you complete one task and creates a follow up task, you have no overview of the process since task one.

    Of course, I could create a note that contains all comments but then I'd have to spent more clicks per session and that's the last thing I want to do :)

    I think, for this to work optimally for me, there would have to be a function like "mark task as complete and use for new task" so that I can use the exact same info in the task to create a new one but having it count as a completed task. Hop it makes sense :)

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  • Thanks for the great thoughts on how to do this!

    @Rasmus you may want to create a separate thread in Ideas & Suggestions for marking task as complete and use for new task idea.

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  • What would be nice is if there was an activities tab, similar to the history tab, but where you could add notes/comments, create tasks, complete said tasks with adding a comment, etc. all in a single view, which includes the history of the lead/contact/opportunity/project, without having to jump through many tabs/screens.  Siebel uses this concept.

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  • Hi Rasmus,

    This will be a little bit on the longer side because of the screenshots but I think this may help you out.

    When you create the lead, you should "Add New Task For Lead" direct from the ACTIONS menu on the lead.  This associates that task and all duplicated tasks with that specific lead.  As you make your comments they will be associated with the task.

     

     

    Then, if you have to, you can duplicate the task for the next call ( I would change the Task Name and the Status on the new task) and then you make your comments on those.  As you work your way through each task, if it is not completed you can mark it as "deferred".  Once you have finally reached your client, you can mark the task COMPLETE.  You go back to the original lead and you will see in the lead HISTORY tab all of the comments across all the tasks in one list.  

    From there, if your lead is sold, you can convert it to an OPPORTUNITY at which time all of that history will then be associated with the opportunity. 

    I hope this is helpful for you.

     

    Thanks

    Rachel

     

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  • But Rachel, this requires extra clicks to see the history instead of seeing it from the task comments as Rasmus and I suggested earlier in this thread.  Your way is not convenient in my opinion.

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  • Hi Jeremy

    Having worked in Siebel I understand what you are saying but it actually responds specifically to the concern posed by @Rasmus in the last response

    "The problem with creating a new task every time is that the comments don't follow the new task. So, when you complete one task and creates a follow up task, you have no overview of the process since task one."

    So yes, each new task still needs to be created, but the ONE extra click of the history tab within the LEAD will show an "overview" of the comments across ALL related tasks.

    I hope this helps.

    Thanks

    Rachel

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