Lead Assignment
Issue to
A company dedicated to supplying industrial instruments faced a critical challenge in its quotation request process. The process required “Quotation Tracking and Distribution for Advisors” since information about quotations accumulated, immediate customer attention was not provided, and proper control of concluded and ongoing quotations was lacking.
Solution
The implemented solution to address this problem relied on automation using keywords for information distribution to analysts. Industrial service requests arrived via email, and keywords found in the body, subject, or attachment of the email were used to automatically forward the information to the respective advisor. Additionally, a case control was established, recording the person in charge of handling them and the time dedicated to each request. A report was generated that allowed detailed tracking of cases handled versus those pending information dispatch.
Results
- Efficient control of quotation assignments was achieved.
- Improved distribution of quotations, ensuring faster and more effective customer service.
- A reporting system was established that provided valuable information about cases handled versus pending ones.
- A case distribution and control system was implemented for each analyst.
- High, medium, and low priorities were assigned for quotation handling, allowing more effective workflow management.
- In total, more than 690 interactions were carried out, reflecting the success of automation in the quotation tracking and distribution process in Marketing and Sales.
