Handling Inquiries from Other Channels

| 7 minutes

Majority of the new inbound inquiries received in the company are received through the LR Module (Websites and Primary Emails). However, there are times when these inquiries are received by an individual person, which in most cases will be a Salesperson or Management. This is because contact information of individual persons can often be found online through some contacts database or Social Media.

This SOP is created to ensure smooth transition for each inquiry from the initial Recipient (Salesperson), to the LR Module (Marketing Dept.) before being assigned to the BD Salesperson.

The environment where this transition is done is in the task - Marketing Dept: Lead Replies > Inquiries from Other Channels"

The different channels identified for where new inquiries can be received through are as follows:

  • Individual Email Inbox
  • Social Media (LinkedIn)
  • Messaging Apps (WhatsApp / Wechat)

Passing over New Inquiries

  1. When an inquiry is received by the Recipient, make sure to have at least the following information:
    • Email Address
    • Company Name

    Note: For contacts from WhatsApp/Wechat that somehow refuses to provide an email address, it may still be escalated without an email address if the inquiry does seem legit. Skip to step

    It is recommended to also have the following information to ensure the inquiry has a degree of seriousness:

    • Importing Country
    • Product Range of Interest
  2. For Salespersons, double check on the Contacts module & your own Email Inbox to make sure that the account is not of an old Customer that may have been assigned to a previous Salesperson. For non Salespersons, proceed further as there is no way to verify.
  3. Depending on the channels, follow these steps:
    • Emails: forward the trailing mail to sales@advacarepharma.com and BD Dept. Manager’s email address.
    • Social Media/WhatsApp/Wechat: copy and paste the message history, or take a screenshot of the conversation. Save any attachments provided.
  4. Open the task Marketing Dept: Lead Replies > Inquiries from Other Channels".
  5. Send a task to the BD Dept. Manager the following template and fill in the applicable templates. Remove the fields that are not applicable:

    6. Please see the inquiry I have received from [Channel Name]:

    Company Name:

    Contact Name:

    Email Address:

    WhatsApp Number or Wechat ID:

    Importing Country:

    Range:

    Email has been forwarded. /Please find the following records:

    [Summary or copy/paste of the conversation]

    [Include attachments of screenshots or materials shared by the Lead]

  6. Send messages to the BD Dept. Manager that task has been sent.

Handling the New Inquiries

BD Dept. Manager will quickly check and decide whether to assign the Lead immediately to a BD Salesperson, or to have the Marketing Dept. handle it as per any other LR. For the first case, skip to the below section: Creating a new Lead/Opportunity.

For the latter case, BD Dept. Manager will send a task to Marketing Campaign Specialist to take over the inquiry.

Checking Prior Communications

At this point, Campaign Specialist will have to check and see whether the Lead may have initially been from a Social Media Lead. After comparing the information provided on the task with prior Social Media records, Campaign Specialist can either merge same inquiries as per the normal LR process and handle them as one or create a new Lead/Opportunity for a totally new inquiry.

Creating a new Lead/Opportunity

Open the LR Module - Lead" Page, depending on the initial inquiry source, there are a few initial step that will be done by the person who passed over the inquiry:

Forwarded Email

  1. Email will be forwarded to both BD Dept. Manager and sales@. This email will be shown in the Lead page, with the email address of the Forwarded instead of the Lead.
  2. Locate the record by copying the Lead’s email address, pasting on the search bar but selecting the "Content" search option instead.

    3. "
  3. After locating the Lead, click to open and "EDIT" the Lead.
  4. Proceed to replace all the Lead information according to the information provided by both the Forwarder and the Lead, as per normal LR Process.
  5. Assess the inquiry and decide which LR Tag to handle the inquiry as.

WhatsApp

  1. There will be no Lead present yet in the Lead module if the inquiry is new.
  2. On the LR Module - Leads Overview" page, click "CREATE".
  3. Input the Lead Name (description) field with: [Company Name] - [Product/Range of Interest]
  4. Input as completely as possible the following fields, from the information provided:
    • Lead Description: [Company/Contact Person Name] - [Product/Range]
    • Company Information, including: Company Name, Address, Country, Website, Contact Name, Phone, Mobile, Interests - all the fields that are available.
    • Email: [email address shared by de attachments of screenshots or materials sh Lead]
    • Marketing Person: [Campaign Specialist]
    • Inquiry Source: "WhatsApp"
  5. Copy and paste any additional information or conversation records provided in the Lead chatter. Add any attachments as well if they exist.
  6. Here, Campaign Specialist will assess the inquiry and decide which LR Tag to handle the inquiry as.
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