Lead Replies refer to the process of handling inbound inquiries received from an individual/company who are interested in AdvaCare Pharma’s brand or products. A Lead is essentially a Potential Customer to the company. The main objective of Marketing Dept. in handling lead replies is to:
1. assess all incoming Leads
2. process each Lead with an appropriate Reply
3. and to either assign the appropriate Leads to a BD Salesperson, or set aside the unqualified Leads.
Leads are usually received from one of these sources:
● Different forms on the AdvaCare main website and Brand website pages
● Direct emails to AdvaCare and Brand main emails (info@ and sales@)
● Replies to AdvaCare Newsletters or other campaigns
Handling Lead Replies is the most important process in the company as it brings new Customers and new revenue. Therefore, it is imperative that Marketing Dept. handles Lead Replies timely and accurately.
Handling Lead Replies is the primary responsibility of Marketing Dept. Every member of Marketing Dept. is trained to handle Lead Replies to ensure a seamless process on every working day and avoid any delays in processing Leads. There are several general rules for handling Lead Replies that have to be followed by Marketing Dept.:
1. The project owner of handling Lead Replies is: Marketing Dept Manager. But all Marketing Persons will be sharing the responsibility in completing the daily LR workload.
2. There are at least 2 persons responsible for LR everyday. Regardless, all Marketing Persons must do their
daily check on their Inbox folders to process the replies on their own handled Lead Replies first this in the morning and also in the afternoon before finishing the workday
.
3. The handling LR process is ideally done and completed in the morning after checking your own Inbox, for the Marketing Persons assigned to handling LR on that day.
4. Older Leads must be handled first.
5.
Leads cannot stay unprocessed for more than 24-48 hours. 48-hour rule applies to weekends, where all Leads received during the weekend must be processed on Monday. During the week, Leads cannot stay unprocessed for more than 24 hours.
6. Each day, Marketing Dept Manager will decide how the Leads are split between the two Marketing Persons responsible for that day. Generally, Marketing Dept. Manager will allocate only 1 hour of their time per day that they are assigned with the LR responsibility but may jump in to handle more if needed. While other Marketing Specialists will handle the LRs as much as possible to complete the workload.
7.
If Marketing Person normally responsible for handling Lead Replies is absent, Marketing Manager will be responsible to cover for any persons absent or if too busy can assign another marketing department specialist to assist. If any changes happen to the schedule due to any other circumstances, Marketing Dept Manager will send a task to the responsible Marketing Persons on the revised schedule in this task:
Marketing: Lead Replies
. Regardless of the person who is handling Leads on that day, Leads must be processed with keeping the 24-48 hours rule, with no exceptions.
8. After an extensive public holiday, the responsibility of handling Lead Replies may be delegated to more than 1 Marketing Person to process the piled up Leads as quickly as possible. When doing so, each Marketing Person must be assigned their own time frame (eg. October 1-2, October 3-4) to handle, in order to not coincide with other person’s.
9. Handling Lead Replies must be the first priority of Marketing Dept., above any other projects/other projects deadlines.
10. At the end of the daily LR Process, each Marketing Person responsible for that day needs to do a quick QA of the Leads they handled that day. This will be covered in the last part of this SOP. Marketing Dept. Manager will also carry out a quick QA process every day after the LR process.
The general schedule of Lead Reply will be handled based on the following schedule:
| Day |
Monday |
Tuesday |
Wednesday |
Thursday |
Friday |
| Responsible Marketing Person(s) |
Promo Sp.
Design Sp. |
Promo Sp.
Mkt. Manager
(1 hour) |
Promo Sp.
Campaign Sp. |
Campaign Sp.
Design Sp. |
Campaign Sp.
Mkt. Manager
(1 hour) |
In this SOP, the process of handling Lead Replies can be explained in detail in each of the following processes: