When handling the daily LR process, it is possible that some mistakes may happen that require fixing. This SOP shows some commonly occurring mistakes that may happen, and ways on how to fix it. The possible mistakes are listed below:
Leads
● Accidental Archiving
● Accidental Mark as Lost
● Accidental Merging of Leads from Different Customers
● Selecting the wrong Auto Reply
● Wrong Customer Information on Lead Page
● Missed Merging a Lead to an OPP
Accidental Archiving
If a Lead is accidentally archived.
1. On the LR Overview page, filter by “Archived”.
2. Locate the accidentally archived Lead. If it just happened, the Lead will be on the top. If cannot be located, search by email address or other fields.
3. Two ways to unarchive:
a. Tick the Lead(s) to be unarchived. This way, you can unarchive more than 1 Lead at a time. Click on the “Action” button and select “Unarchive” from the dropdown.
b. Click on the Lead to be unarchived. On the opened Lead page, click the “UNARCHIVE” button.
Accidental Mark as Lost
If the “Mark as Lost” button has been clicked.
1. On the Lead page, click “RESTORE”.
Accidental Merging of Leads from Different Customers
If two or more Leads from at least two different Customers (not from the same Company) have been accidentally merged.
1. On the merged Lead page, locate initial Lead has been merged into by scrolling to the bottom of the chatter. Copy and paste the chatter log of one of the merge Leads somewhere, such as the Notes application. Do the same with the second Lead information, separately.
Note: sometimes the system has a bug that does not allow merged Leads to show the full chatter of the Lead history. When this happens, just refresh the page and try again.
2. Archive the merged Lead.
3. Click “CREATE” on the top of the Lead page.
4. A new Lead page will appear, input as much as possible the information from the first Lead to the new Lead. Make sure that the Lead information is filled in as complete as possible. If the Customer was an existing Customer in the contact card, make sure to select from the dropdown.
5. Additionally, proceed to click the “Send a message” button on the Lead chatter and copy paste the same Lead record from the original Lead.
6. If Marketing Person’s name is automatically filled into the “Salesperson” field, make sure to remove and add it to “Marketing Person” field instead. Click “SAVE” and process the Lead as per the normal process.
7. Repeat the process for the second Lead, following steps 3-6 above.
3. Click “SAVE” to save the Lead.
Wrong Customer Information on Lead Page
If the wrong information has been inputted on the Lead page and Customer contact card has been created, the revisions on the customer contact card can only be done from the Contacts module.
1. On the Lead page, right click on the blue Customer card and open it on a new tab.
2. On the newly opened tab that is the Contact card, click “EDIT”.
3. Revise the information as required. Once done, click “SAVE”.
4. Close the tab and go back to the tab of the Lead page, click “EDIT”.
5. Empty the Customer field. Type and select again the Customer card. Information of the Customer revised will now be automatically updated on the Lead page as well, except for “Contact Name”.
Missed Merging a Lead to an OPP
If an OPP has been created for a Prospect, but a stray Lead has been left (not merged), Marketing Person can still merge the Lead to the OPP without again sending “Assigning LR” or “Resending Client” responses.
1. On the Lead Overview page, search and locate the Lead to be merged.
2. Tick to select the Lead to be merged into an OPP.
3. Click on the “Action” dropdown and select the “Merge” button.
4. Once the pop-up has appeared, click the “Add more Leads/Opportunities” button.
5. The system should automatically show only OPPs from the same company. Tick to select the OPP to be merged into.
6. Click on the “SELECT” then “MERGE” button.
Accidentally Created a New OPP instead of Merging
If an OPP already existed in the system and can be merged into, a new Lead must be merged into the new OPP. There are times when Marketing Person may accidentally convert the Lead to OPP without noticing the existing OPP.
This process is to show how to merge 2 or more different Opportunities of the same Prospect.
