The efficient capture, qualification, distribution and tracking of incoming requests is an important lead management process in which no errors should occur. The situation is made more difficult by the fact that enquiries are often received via different channels, i.e. by phone call, e-mail, fax, letter or web form.
In many companies, these requests are noted in Access databases or Excel tables and forwarded by e-mail to the relevant departments. Almost everything is problematic with this procedure! There is a lack of transparency, data security, evaluation options and traceability of leads.
Professional lead management begins with the consolidation of incoming queries in a central CRM system. There the requests can be evaluated, distributed to the right employees and teams and their further processing can be tracked transparently. If the inquiry turns into a valuable business opportunity or an offer, this can also be traced in CRM.