Handling Lead Replies

| 32 minutes

This SOP will detail how Marketing Person will process Leads for all inbound inquiries that will come in on a daily basis on the CRM Module. Lead Reply process must be followed as accurately as possible, a few Key Performance Indicators (KPIs) of how well the Lead Replies are being handled will be shown in LR Reports. Including the following:

● Tags: tags indicate how the Lead was processed by Marketing Person based on its type of Lead. Whether or not Lead is identified, processed, and escalated (to BD Salesperson) correctly will all come down to its Tags. Do NOT forget to put the Tags.
● Inquiry Sources: while automatically filled in by the System most of the time, must not be forgotten if not filled in.
● Customer Contact Cards: number of contact cards created as well as the completeness of the information from each created Contact card is another key indicator.

Setting Up

1. Open the “CRM” Module, “Leads - Leads” to see the Leads Overview page.
2. Apply the “Unread” filter.

Note: all previously processed Leads will be marked as “Read” by the System, unless the processed Lead has again received a reply from the Customer side. This process will be explained in more detail in the next part of the SOP.
3. The Leads will be shown in a sequential order, from most recent to oldest creation date. Click on the “Created On” cell to reverse the order to show the oldest Leads first.

4. Click on a Lead to open the Lead page from the top. Read carefully the details of the created Lead. Based on the initial information presented, Marketing Person can process each Lead depending on the nature of the Lead on the next part of the SOP. After each Lead has been processed, Marketing Person can move on to the next SOP by clicking on the right arrow on the left corner of the page.

Processing Non-Lead Emails

Not all incoming emails shown in the LR Module are Leads. The sales inbox can also receive clutter from spams, promotional emails, system emails, or potential factories trying to reach out to AdvaCare as a pitch. If Marketing Person can skim read and quickly identify these emails from the Lead title in the Leads overview, process it quickly to get it out of the way before the main LR process.

I. Spam or Irrelevant Promotional/System Emails
1. Click on the “ARCHIVE” button on the top of Lead.

Marketing Person can also archive multiple emails at the same time, by selecting multiple leads from the Leads Overview page, and clicking on the “Archive” button from the dropdown.

II. Potential Factory Emails

For inquiries from manufacturers that are pitching products related to AdvaCare product range, the information is to be forwarded to Procurement Dept. as it is a useful resource.

1. On the Lead page, locate and click on the “FORWARD” button at the top.

2. A pop-up window will appear to show an outgoing email template. Add the following Procurement Dept. persons depending on the Potential Factory location on the “Recipients” field:
● Indian sub-continent countries: Bangladesh, India, Pakistan

Recipients:

Procurement Dept. Manager: dasha.zelenskaia@advacarepharma.com

India Purchasing Specialists: kazima.karim@advacarepharma.com

arsheen.shaikh@advacarepharma.com

● Rest of the world countries: China + all other countries

Recipients:

Procurement Dept. Manager: dasha.zelenskaia@advacarepharma.com

China Purchasing Specialists: teresa.zhang@advacarepharma.com,

ivy.bao@advacarepharma.com

daisy.zhou@advacarepharma.com

Note: make sure to select the correct contact persons from the dropdown. Do NOT create a new contact person .

3. Click “FORWARD EMAIL” on the bottom part of the pop-up window. The System may take some time to process the forwarding.
4. Once returned to the Lead page, click “EDIT”.
5. On the field “Tags”, type and select “Potential Factory”.
6. Click “SAVE”.
III. Inquiries to Distributor Websites

Emails that are directed to Advacare’s distributors website. These emails cannot be considered as Leads, and are only redirected to sales@ for performance review of the websites. These emails will be automatically labeled as the following as “Inquiry Source”:

● AFR Website
● BIO Website

Marketing Person only needs to “Read” and tag these emails.

1. Open the Lead and click “EDIT”.

2. Click on the empty “Tags” field.
3. Type and select “Distributor Website”.
4. Click ”SAVE”.

Processing New Leads (Customer Card Not Existing)

Once ready to start with going through each Lead, Marketing Person can see immediately from each Lead page whether the sender is already in the System or not by looking at the Customer field. This part of the SOP explains how to process New Leads, meaning those which no Customer Contact Card has been created yet, and this inquiry is likely the Customer’s first contact.

I. Confirm if Lead is New

When a new inquiry is received from an email address that is not in the System, there may be a possibility that somehow the Contact Person has prior communications with the Company, but for some reason was not added in the Contacts Module yet. Before processing the Lead, Marketing Dept. can double check whether or not prior contact has been made with the contact person, from the following workspaces:

a. sales@ Gmail Inbox
1. Copy the email address of the Lead.
2. Paste the email address of the Lead into the search bar in sales@ inbox.
3. If existing contact is found, assess from the applied labels on Gmail before processing the Lead further on the LR Module.
Note: during the migration period to the new LR Module, many Leads may be newly created in the System although it was actually a reply to a pre-qualification email already. In this case, skip this part of the SOP and go down to the Processing Customer’s Reply to Auto-Replies part.
Note: Be careful to NOT open a new incoming email on sales@ inbox before the Lead shows up on the LR Module. This may cause the inquiry to not show up as a Lead on the LR Module. If this happens, proceed to Troubleshooting Mistakes/Bugs on the LR Module SOP.
b. Contacts Module
1. Contacts module will be applicable only for emails coming from a company site domain. Often different contact persons from 1 company may send separate inquiries.
For example: PersonA@companyAB.com and PersonB@companyAB.com has sent separate inquiries. For us, we are working under one agreement with Company AB, even if the product list or nature of the inquiry is different. Both emails must be saved as Individual Contact Cards, under the Company Contact Card - Company AB.

Regardless of the number of inquiries, this company’s inquiries must all be assigned only to one Salesperson under 1 Company Contact Card.

2. Copy just the domain part of the Sender’s email from the Lead page (for example: @companyAB.com).
3. Paste in the search bar of the Contacts Module. If the Company Card already exists, create a new Individual Contact Card under that Company Card and skip the following part of the SOP to proceed to the Processing Resending Client Leads part.
c. BD Salesperson Gmail Inbox
1. If somehow the content of a Lead indicates that the Sender knows of, or has prior contact with a BD Salesperson, but the Contact Card does not yet exist in the System, Marketing Dept. can verify this from BD Salesperson Gmail Inbox.
2. Copy the email address of the Lead.
3. Paste the email address of the Lead into the search bar in the BD Salesperson’s inbox.
4. If prior communications existed, confirm with BD Person if the new Contact Person is to be added in the System and process accordingly in the next part of the SOP Processing Resending Client Leads part.
II. Merging Leads (if applicable)

Before processing any Leads, check to see whether more than one inquiry has been sent by a client. Often, Potential Customer may send multiple emails or inquiries on the website. For Leads that do NOT yet have a Contact Card (new Leads with empty “Customer” field), Marketing Person should check first whether more than one Lead has been sent, and if so merge these Lead to be processed as one altogether.

1. On the opened Lead page, Click to open the “Other Leads/Opp” tab. If the table is not empty, it indicates that the sender has sent more than one inquiry, continue with the next step. If no other Leads are present, skip to the next part of the SOP.

2. Copy the email address of the Lead.
3. Open the Leads Overview page, paste the email address on the search bar and press enter.
4. A list of the Leads will be shown on the table. Click on the tickbox above all Leads to select all the shown Leads.

5. Once selected, click on the “Action” button and click on the “Merge” selection from the dropdown.

6. When a pop-up page is displayed, click on the “MERGE” button. The merged Lead page will then automatically open and Marketing Person can continue with processing the Lead.

III. Processing the New Leads

After making sure that a Lead is indeed a new contact and multiple Leads have been merged into one, the Lead can now be processed accordingly. Marketing Person will read carefully the inquiry sent by the client to determine the type of lead and process it accordingly.

a. Lead Reply (Main Lead)

Main Lead that has been vetted and deemed as a quality Lead based on its inquiry, and to be assigned immediately to a BD Salesperson.

1. Make sure that no other Leads from the same sender are present, and all Leads have been merged if there were more than one.
2. Fill in as completely as possible the customer information on the available fields. Following the New Contact Card Creation SOP.

Every field that can be filled in the Contact Card MUST be filled in, if the information is available from the Lead.

3. Click on the empty “Customer” field and click “Create and Edit”.
4. Adjust the Customer information as per the SOP on New Contact Card Creation. Click “SAVE” and go back to the Lead page.
5. Make sure to input the following additional mandatory fields that are not a part of the Contact card
● Tags: Lead Reply
● Marketing Person
● Inquiry Type: Generic or Category.
6. Click to open the “Auto Reply” tab.
7. Click on the “Add a line” button.

8. On the empty field, type LR0 and click to select “LR0” from the dropdown.

Note: Do NOT create a new auto-reply. If accidentally the selection is not done, the System may recognize it as a prompt to create a new auto-reply and shows a pop-up. In this case, click on “CANCEL” and reselect correctly.

9. Repeat with “Add a line”, but this time with selecting one “LR1”, based on the type on inquiry of the Lead, as well as product range of their interest:
● LR1 Generic: if the inquiry is for Inquiry Type: Generic, meaning there is no specific AdvaCare product range.
● LR1 Pharma: if the inquiry is for Inquiry Type: Category, specifically for Pharmaceutical products.
● LR1 Medical Devices: if the inquiry is for Inquiry Type: Category, specifically for Medical Device products.
● LR1 Supplements: if the inquiry is for Inquiry Type: Category, specifically for Supplement products.
● LR1 Pet Supplements: if the inquiry is for Inquiry Type: Category, specifically for Pet Supplement products.
● LR1 Veterinary: if the inquiry is for Inquiry Type: Category, specifically for Veterinary products.
10. Repeat with “Add a line” with “LR2” and “LR3” in this order. The auto reply field should look like the following.

11. Click “SAVE” on the top left corner of the Lead page. The System then will automatically schedule each Lead Reply according to the settings of each template and display the scheduled time in the ‘Scheduled To’ column. The LRs auto-replies will be sent out at the scheduled time.
b. Pre-qualifying Leads

Lead in which inquiry does not yet pass the minimum standard to be treated as a Potential Customer, and therefore cannot yet be assigned to BD Salesperson. The Leads need to go through a pre-qualification process to get more information before Marketing Person can further assess whether they can be assigned to BD Salesperson.

1. Make sure that no other Leads from the same sender are present, and all Leads have been merged if there were more than one.
2. Fill in customer information on the available fields. Each pre-qualification leads auto-reply has different mandatory field requirements, as a basic requirement, the following fields will have to be filled in if the information is available:
● Contact Name
● Email
● Address (just Country)
● Marketing Person
● Inquiry Source (automatically filled in unless the inquiry is from direct email to sales@, in this case, manually add “Direct Email to Sales”)
3. On the “Tags” field, type and select the applicable tag depending on the type of Lead, from one of the following:
● Pre-qualify (not clear yet the intentions of the Lead)
● MOQ (Lead is looking to purchase our products at quantities that are less than 30% of our standard MOQ , but clear that they are not intended directly for Consumer/Testing use. If Marketing Person determines that the Lead is from a very good company, and just the inquiry has a low MOQ requirement, they may also assign the Lead as Lead Reply. If unsure, confirm with BD Dept.)
● Tenders (Inquiry is intended for distributors that want our product prices/samples to apply into government/other agency tenders)
● Agent (Inquiry from a person/company whose intention is just as a middleman to “promote/market” AdvaCare products, not to “distribute” - buy & sell)
● Domestic Market Inquiry (requests for information of our distributors/agents in their market)
● API (Lead is looking to purchase raw materials rather than finished products)
● Not Applicable + Unqualified (Inquiry is intended for individual use or company use (usually a laboratory) to conduct their own testing or other activities)
● Restricted Country (for inquiries intended for: Nigeria, Ethiopia, Yemen)
● Blacklisted Country (for inquiries intended for: China, India, Pakistan, Bangladesh)

More detailed information and examples regarding how to identify each Lead Type can be found here:

More information and examples on each type of Lead can be found here:

Z:\Shared drives\AdvaCare Marketing Control\Lead Replies\LR Automation

→ Types of Leads

4. Click to open the “Auto Reply” tab.
5. Click on the “Add a line” button.
6. Type and click to select one of the Auto-Replies with the corresponding name with the Tags. Check the following example:
● Pre-qualify tag must have the Pre-qualify auto-reply, API tag must have the API auto-reply, and so on.

7. Click “SAVE” on the top left corner of the Lead page. The LRs auto-replies will be sent out at the scheduled time.
c. Newsletter Subscription Leads

New Lead that does not have a specific inquiry for any AdvaCare products, rather just an interest in getting Newsletter updates from AdvaCare. This Lead needs to be added to the Contact Card, although no Salesperson needs to be assigned at the moment.

Note: For Newsletter Subscription Leads from Blacklisted Countries, skip the following steps No. 1-4 and proceed with editing the Lead page and inputting from step No. 5. This does not apply for Restricted Countries, process Restricted Countries as per normal.
1. Fill in as completely as possible the customer information on the available fields.
2. Click on the empty “Customer” field and click “Create and Edit”.
3. Adjust the Customer information as per previous SOP on New Contact Card Creation, with these extra steps:
● “Salesperson” field remains empty
● “Tag” field in inputted with “Newsletter”
● Country as per IP Country
● “Interests” - if subscription request comes from Advacare main website, add all the product interests except for API. If from brand website, add only the product range of that brand website (eg. Injection Instrument for AccuQuik)
4. Click “SAVE” and go back to the Lead page.
5. Make sure to input the following additional mandatory fields that are not a part of the Contact card
● Tags: Newsletter Subscriber
● Marketing Person

6. Click to open the “Auto Reply” tab.
7. Click on the “Add a line” button.
8. Type and click to select the “Newsletter Subscriber” auto-reply.
9. Click “SAVE”.

Processing New Customer’s Reply to Auto-Replies

At the beginning of the daily Handling LR process, Marketing Person wants to first prioritize processing replies from the Customers to Auto-Replies.

Open the “Discuss” Module and locate the “FOLDERS” section. Go through each of the folders with notification icons, starting with the “Lead Reply” folder.

Process accordingly to the tags based on the following order of priority:

I. Lead Reply
1. Open the Lead page from the Discuss - Folder - Lead Reply folder by right clicking.
2. Click to open the “Auto Reply” tab, check if unsent LR Auto-Replies have been moved to the “Cancelled” stage. If not, report this issue to the Marketing Dept. Manager.
3. Check the “Other Leads/OPP” tab to make sure that no new Leads have been received from the same contact person. If there are other new Leads, merge them first.
4. Click on the “CONVERT TO OPPORTUNITY” button.

4. A pop-up window will appear. Click on the empty “Use template” field.
5. Select either:
● Assign LR auto-reply: if the LR reply is received after LR0/LR1/LR2 is sent.
● Assign LR3 auto-reply: if the LR reply is received after LR3 is sent.
Note: the “Assign LR” template has more or less the same content, but with different displayed sender, which is Henry Mitchell for the first one and BD Dept. Manager for the second.
6. Click “SEND EMAIL & CONVERT”.

Note: make sure that BD Salesperson is in the “Cc” field.
7. The Lead has now been converted to an OPP and as per process, fully handed over the BD Salesperson. Marketing Dept. can delete notifications related to this Lead from their Inbox and proceed with the other LR replies.
II. Pre-qualifying email replies
1. Open the other Folders that contain the Customer reply notifications to the pre-qualifying emails (Pre-qualify, MOQ, Tenders, Domestic Market Inquiry, API, Not Applicable + Unqualified, Restricted Country, Blacklisted Country).
2. Open one by one the Lead page.
3. Check the “Other Leads/OPP” tab to make sure that no new Leads have been received from the same contact person. If there are other new Leads, merge them first.
4. Read the contents of the replies carefully. Based on the replies provided by the Leads, Marketing Person can determine whether:
● The Lead is Unqualified.
● The Lead is actually Qualified and worth assigning to a BD Salesperson.

The standard rule of qualifying these Leads are as follows, if still unsure, Marketing Person can consult Marketing Dept./BD Dept. Manager.

Triggers to “Qualify”

● Pre-Qualify: Client provided credible answers to the questions and seemed like a real potential customer even if No. 2 and 3 answers may be “Not yet”.
● MOQ: Client quantity is at least 30% of our standard MOQ . Or if Marketing person thinks that the Customer’s company is legit and worth assigning.
● Tender: one of the following cases.
1. Client mentioned we misunderstood their inquiry, it was actually for the private market.
2. Client wants to start with us on the private market.
3. Client mentioned that they supply primarily in the private market but this is a special tender they want to participate in.
● Agency: one of the following cases.
1. Client mentioned we misunderstood their inquiry, they are actual distributors.
2. Client mentioned they have a buyer/cooperating distributor to introduce now.
● Domestic Market Inquiry: Client mentioned they want to import directly from us with convincing background information.
● API: Client mentioned they can start with finished products.
● Not Applicable/Unqualified: one of the following cases.
1. Client mentioned we misunderstood their inquiry, they are actual distributors.
2. Client provided all the information on the three questions and looks like a legit company.
● Restricted Country: Client provided answer to question No. 2: “Yes” + At least 3 products and No. 3: give a number over $100,000.
● Blacklisted Country: Client corrects the inquiry and mentioned the intended market is actually NOT for one of our Restricted/Blacklisted markets.
5. If Lead is “Unqualified”:
a. Click “EDIT”.
b. Add the “Tags” - “Unqualified”.
c. Click “SAVE” and close the Lead page. Marketing Dept. can delete notifications related to this Lead from their Inbox and proceed with the other LR replies.
6. If Lead is “Qualified”:
a. Click “EDIT”. Make sure that no other Leads from the same sender present, and all Leads have been merged if there were more than one.
b. Fill in or edit as completely as possible the customer information on the available fields, including the Salesperson field.
c. Click on the empty “Customer” field and click “Create and Edit”.
d. Adjust the Customer information as per previous SOP on New Contact Card Creation. Click “SAVE” and go back to the Lead page.
e. Add the “Tags” - “Assigning LR”.
f. Click “SAVE” and “CONVERT TO OPPORTUNITY”.
g. A pop-up window will appear. Click on the empty “Use template” field and select the “Assigning LR” field.
h. Click “SEND EMAIL & CONVERT”.
i. The Lead has now been converted to an OPP and as per process, fully handed over the BD Salesperson. Marketing Dept. can delete notifications related to this Lead from their Inbox and proceed with the other LR replies.
III. Newsletter Subscription Reply

If somehow a Sender has replied to the Newsletter Subscription auto-reply, Marketing Person can read the contents of the reply and ignore it if it is a non-substantial email. If the email represent a serious and legitimate inquiry from the Customer, Marketing Person can escalate the Lead as follows:

1. Open the Lead page.
2. Open the Customer Contact Card linked to Lead as a new tab.
3. Edit to add an assigned BD Salesperson on the “Salesperson” field of this Contact Card. Save and close the tab.
4. Back on the Lead page, click “EDIT”. Select and remove the Customer field. Once the field is empty, again type and reselect the Customer contact card that has been revised. Add the “Tags” - “Assigning LR”.
5. Add the “Tags” - “Assigning LR”.
6. Click “SAVE” and “CONVERT TO OPPORTUNITY”.
7. A pop-up window will appear. Click on the empty “Use template” field and select the “Assigning LR” field.
8. Click “SEND EMAIL & CONVERT”.
9. The Lead has now been converted to an OPP and as per process, fully handed over the BD Salesperson. Marketing Dept. can delete notifications related to this Lead from their Inbox and proceed with the other LR replies
10. Marketing Dept. can delete notifications related to this Lead from their Inbox and proceed with the other LR replies.
IV. Bad Email Notification

When a auto-reply is sent out to an email that does not exist, has typos, or have problems receiving emails for the time being, the System will recognize that the email was not sent out successfully and sends a notification to Marketing Person under the folder tag of the Lead and in the chatter log of the Lead.

This can happen to any Leads with any Tags. Follow these steps when it happens:

1. Click to open the Lead page that has the “bad email” notification.
2. Read carefully the email address, often a typo happens from the Customer’s side when sending the inquiry, and the correct email can be figured out by Marketing Person side. For example:

Bad email: customercompanyname@gmal.com

The correct email can be inferred as: customercompanyname@gmail.com

3. If the correct name can be identified, proceed with the following steps, skip this part if cannot:
a. If no Customer Contact card has been created, skip this part and proceed to the next step. If Customer Contact card had been created, follow this process:
i. Open the Customer Contact Card in a new tab and revise the contact card information by inputting the correct email address on the “Email” field.
ii. Then click to open the “Sales & Purchase” tab.
iii. Edit the “Bounce” field from “1” to “0” (zero).

iv. Click “SAVE”.
v. Go back to the Lead page and refresh the page.
b. On the Lead page, click “EDIT” and proceed to revise the “Email” field to include the correct email address.
c. On the Lead page, select and remove the Customer field. Once the field is empty, again type and reselect the Customer contact card that has been revised.
d. Open the “Auto-Reply” tab and add again the auto-replies previously added.
e. Click “SAVE”.
4. If the correct name cannot be identified, or an invalid email was inputted by the sender, proceed with the following steps:
a. Click “EDIT” on the Lead Page.
b. Add the “Tags” - Bad Email.
c. Click “SAVE”
5. Marketing Dept. can delete notifications related to this Lead from their Inbox and proceed with the other LR replies.
V. Cleaning up ERP Inbox

After all replies to Auto-replies have been handled and cleaned out from the Inbox - Folders, Marketing Person can clean out (delete) any other irrelevant notifications from the LR Module from their ERP Inbox if it exists. Including the following examples:

Note: Pay close attention to Inbox notifications that are labeled “External” that were not processed earlier in the FOLDERS, in case there are emails incoming from a Lead through the System that somehow skips the Folders. If this happens, inform Marketing Dept. Manager.

Processing Resending Client Leads

New Leads can be created even from Customer’s already in the System that has prior communications with AdvaCare. This can happen when the Customer sends a new thread of email, new website inquiries, or replies to newsletters. These Leads are referred to as Resending Clients. In the daily process, Marketing Person can immediately recognize these Resending Clients when a new Lead is opened showing that the Customer field is not empty. Follow this process to handle Resending Client inquiries.

Before proceeding with the Resending Client process below, firstly check the email to make sure that they are indeed a new Lead from the Prospect, not other accidentally created “Leads”. Some examples of these Non-Lead emails are as follows, as well as how to proceed them:

Non Lead Emails

Non Lead emails that involves existing Customers may include:

I. Automated emails

When sending out newsletters or other campaign emails in general, the recipient of the emails who are already in our database, may have set an automated reply in place for emails such as “Out of office”, “Happy Holidays”, or “Email address no longer valid”. Proceed to “ARCHIVE” these Leads.

II. Accidental CC/BCC

If a Salesperson accidentally CC/BCC sales@ or info@ emails and Marketing Person can confirm that the email was intended for the Customer, check and do the following:

1. A new Lead is created because of that, proceed to archive the Lead.
2. The recent email from Salesperson only adds under an existing thread of an OPP/Lead that has been tagged, ignore and keep the recent record as “Read”.

Resending Client Process

Firstly, check to make sure when the Inquiry was re-sent. It is possible that a Customer comes back within a day or two of our response to their inquiry, that they have missed. To check when the last LR was processed for this customer:

1. Open the Lead page.
2. Click on “Other Leads/OPP”.
3. Right-click the older Lead/Opp and open it in a new tab.
4. Check the Chatter log to see the latest communications that happened with the Customer.

Note: If Marketing Person recognizes that the new Lead is created only within 7 days of previous “Assigning LR” or “Resending Client” process, it may be due to the Customer not being able to see BD Salesperson’s contact yet and already sending new inquiries. In this case, Marketing Person can proceed to just “FORWARD ” the email(s) to BD Salesperson and tag the Lead as “Forwarded - BD ”.
Note: if there is a notification at the top of the Lead page that says “This email address belongs to a Vendor”, it means that the Contact card was created as a “Vendor” and NOT a Customer. Do NOT process this Lead as a Resending Client, rather process as per the above “Potential Factory Emails” process.

I. Confirm Assigned Salesperson is Correct
1. On the Lead page, check the field “Salesperson”.
2. Check the Salesperson field:
a. No Salesperson assigned : it indicates that the Contact card was created a long time ago for either Pre-qualifying Leads, Newsletter Subscription, or a company individual contact person whose email has not been added under the Company Contact Card.
● For pre-qualifying Lead replies: Process as per SOP Processing New Customer’s Reply to Auto Replies. Meaning either escalate qualified Leads to BD Salesperson, or mark as “Unqualified” and ignore.
Note: If a new inquiry is re-sent by a Lead, even though Marketing Dept. has sent an auto-reply prior that the Lead never replied to, there is a possibility that the first auto-reply has gone to the Lead’s spam folder. To mitigate this, send another auto reply if this new inquiry is received 1 month after the previous one.
● Newsletter Subscriber sending an Inquiry for the first time: Open the Contacts module, search and edit the contact card to add the Assigned BD Salesperson. Proceed with the next step of the SOP.
● Company Individual Contact Person: Open the Contacts module, add the contact person information under the Company Contact Card. Go back to the Lead page and refresh, proceed with the next step of the SOP.
b. If the assigned Salesperson is an Account Manager: click “FORWARD” and forward the email to AM Salesperson’s email. After forwarding the email, go ahead and add the Tags: Forwarded - AM. AM Salesperson’s emails follow the same rule as everyone else’s emails in the company, and their names can be found on the ERP Discuss module:

[firstname].[lastname]@advacarepharma.com
For example, Henry Mitchell will have the email address:
henry.mitchell@advacarepharma.com

c. If the Salesperson is a Business Development: copy and paste the Customer email address on the BD Salesperson’s gmail inbox. Confirm if the assigned BD Salesperson has the most recent communications with the client. If yes, proceed with the next step. If not, revise the assigned Salesperson on the Customer Card to the correct BD Salesperson first.
Note: at the moment, many Customers are assigned to Geetika Hirawat incorrectly leading to Geetika being assigned in the System to Customers that had no prior communications with her. If the Assigned Salesperson is Geetika, confirm whether prior communications existed in Geetika’s gmail inbox by searching with the Customer email . If there is prior communications, proceed with the SOP. If none, proceed to reassign this Customer from the Contact Card - 50/50 between Joseph and Geetika (remains) before proceeding.
II. Check for Existing Leads/Opp
1. After confirming that the assigned Salesperson is correct, Marketing Person can check whether existing Leads or Opp is already in the System.
2. On the Lead page, open the “Other Leads/Opp” tab.
3. Check to see if other Leads/Opp are shown on the table.
a. No other Leads/OPPs are present, proceed to IIIa.
b. If other Leads are present but not OPPs, proceed to IIIb.
c. If other OPPs are present (regardless of other Leads), proceed to IIIc.
IIIa. Resending Client (Only Lead)
1. On the Lead page, click “EDIT”.
Note: If the Customer field is filled in with an Individual contact, rather than the main Company contact, copy the individual contact email and paste on the “Global CC” field. Click on the Customer field and replace the field with the Company contact card instead.
2. Input these fields:
a. Inquiry Source (if empty)
b. Marketing Person
c. Tags: Resending Client
d. Tags (optional): Newsletter - if the Inquiry Source is “Newsletter Reply” or if Marketing Person determined that the inquiry came from a Newsletter based on UTM links present in the email content.
3. Click “SAVE” and “CONVERT TO OPPORTUNITY”.
4. On the pop-up window, select the “Use template” field - “Resending Client”.
5. Click “SEND EMAIL & CONVERT”.
IIIb. Resending Client (Merging Leads)
1. Other Leads may be present due to either: Customer is creating a new thread of email instead of replying to sent Lead Reply, or no prior Lead Reply was sent out and Customer is just now sending multiple inquiries. Regardless, the process remains the same, except for one small detail below.
2. In a new tab - Leads overview page, search Leads by copy pasting the Customer email(s).
Note: it is mentioned “email(s)” as a new Lead from the same company can be received from different individual contact persons in that company at the same time. This can be seen from the “Other Leads/Opp” tab.
3. Marketing Person can see from the table whether any Leads have the Tags - “Lead Reply”. If NO Lead has the Tags - “Lead Reply”, ignore this step. If there is, click to open that LR Lead and make sure that all auto-replies have been “Sent/Canceled” or to proceed and delete the “Pending” auto-replies.
4. Go back to the list of Leads for this Customer and proceed to tick all the Leads and merge them by clicking on the “Action” button and the dropdown “Merge”.
5. On the merged Lead page, click “EDIT”.
Note: If the Customer field is filled in with an Individual contact, rather than the main Company contact, copy the individual contact email and paste on the “Global CC ” field. Click on the Customer field and replace the field with the Company contact card instead.
6. Input these fields if not already:
a. Inquiry Source (if empty)
b. Marketing Person
c. Tags: Resending Client
d. Tags (optional): Newsletter - if the Inquiry Source is “Newsletter Reply” or if Marketing Person determined that the inquiry came from a Newsletter based on UTM links present in the email content.
7. Click “SAVE” and “CONVERT TO OPPORTUNITY”.
8. On the pop-up window, select the “Use template” field - “Resending Client”.
9. Click “SEND EMAIL & CONVERT”.
IIIc. Resending Client (Merging Opportunities)
1. If other OPPs are present already, proceed to first check whether other Leads are also present. If yes, merge first all the new Leads as per the above process IIIb steps 2-4.
2. If there is more than one OPPs, Marketing Person needs to first check which OPP to merge to. This is not a common occurrence, but in case this happens, confirm with BD Salesperson which OPP to merge to. BD Salesperson will inform the OPP # to merge to (or to create a new OPP) and Marketing Person can proceed with the next step. If only one OPP is present, skip this part.
3. On the Lead page, click “EDIT”.
Note: If the Customer field is filled in with an Individual contact, rather than the main Company contact, copy the individual contact email and paste on the “Global CC” field. Click on the Customer field and replace the field with the Company contact card instead.
4. Input the field “Inquiry Source” if empty.
5. Click “SAVE” and “MERGE WITH AN OPP”.

6. On the pop-up window, click on the empty “Opportunity” field and select the OPP to be merged with from the dropdown.

7. Select the “Use template” field - “Resending Client”.
8. Click “SEND EMAIL & MERGE”.

Processing Unsubscription Request

No reply is required for Customers requesting to unsubscribe to the Newsletter, but the Contact Card needs to be updated to stop the Customer from receiving further newsletter.

1. On the Lead page, click on the Customer field. This Customer must already be in the System.
2. Once the Customer page is opened, click “EDIT”.
3. Locate the Customer Tier field, click on the field to see the dropdown selection.

Note: most Contacts will fall under Customer Tier 2 (Lead - All Subscriptions), however some Contacts may have an empty field for whatever reason.

4. Click to select the new Customer Tier into one of the following Tiers, depending on their selection of Unsubscription on the website form.

Unsubscribe Request

Tier to Assign

Unsubscribe from everything

Tier 5 (Unsubscribed)

Event Invitations Only

Tier 4 (Lead - Event Only Subscription)

Price Updates, Distributor Offers & Event Invitations ONLY

Tier 3 (Lead - Campaign Subscriptions)

Price Updates, Distributor Offers, Event Invitations & Market Insights

Tier 2 (Lead - All Subscriptions)

5. Click “SAVE”.
6. Use the breadcrumbs to return to the Lead page.
7. Click “EDIT” on the Lead Page.
8. Add “Tags” - “Unsubscribe Newsletter”.
9. Click “SAVE”.
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