LR Module Leads Quality Assurance | Support Advacarepharma

With the LR Module relying on external sources (gmail, websites, Newsletters) to pull the Leads from, it is important that Quality Assurance is carried out periodically to ensure the following:

● No inquiries are lost between the inquiry sources, gmail and LR Module

● Information from the inquiry sources is automatically pulled as completely to the LR Module as possible

● Making sure that the Leads are shown on the module in a timely manner

● Making sure outgoing emails are being received by the intended recipient with the correct templates

Daily Assigned Leads QA

Responsible Person(s): Each Marketing Specialists

Frequency: daily (at the end of daily LR process)

Estimated time: 5-10 minutes

QA points:

A. Untagged Leads

Objective: to ensure that no Leads are accidentally “Read” and left unprocessed.

1. At the end of the daily LR Process, open the Lead Overview page and apply the filter under “Favorites” - Untagged Leads.

2. Sort by “Created On” so the latest Leads are shown first.

3. As each Marketing Person will have an assigned time period to complete the daily LR, Check to see if the “Read” Leads from the assigned time period for that Marketing Person have been all processed. The only Untagged Leads left must be:

● Emails with special cases that are still pending at work. (for example, problem in the LR Module)

4. If there are any stray emails, process them as per normal process until none are left.

B. Leads without Auto Replies

Objective: to ensure that all processed Leads have been processed with “Auto Replies” as applicable.

1. At the end of the daily LR Process, open the Lead Overview page and apply the filter under “Favorites” - My Leads - No Auto Reply.

2. Sort by “Created On” so the latest Leads are shown first.

3. This filter already applies each Marketing Person’s Leads, so just proceed to check the Leads handled that day.

4. Check to see if there are no tagged Leads under this filter other than those with the Tags:

● Distributor Website

● Potential Factory

● Forwarded - BD

● Unsubscribe Newsletter

● Bad Email

● Unqualified (only if the initial Prequalification Email was sent through gmail)

5. If there are no records other than the above, it means that Marketing Person did not leave out any handled Leads without any Auto Replies.

Monthly LR Process QA

Responsible Person(s): Marketing Dept. Manager

Frequency: monthly (at the end of the month)

Estimated time: 4-8 hours

QA points:

A. Number of inquiries

When: beginning of the day, before starting with any LR work.

Objective: to ensure that all incoming emails to sales@ are also received in Odoo

1. At the beginning of the day, inform responsible Marketing Persons to NOT start with LR Process for that day.

2. Open to check Gmail.

a. Open sales@advacarepharma.com gmail inbox. Click on the “Advance Search” button.

b. Click on the “Date within”field and select the duration. One (1) day duration is recommended.

c. Click on the empty field next to the calendar icon, and select the date to check all incoming emails for. Day prior to checking day is recommended.

d. Click “Search”.

e. The filter will be applied on the inbox.

Note: although the 1 day filter has been applied, gmail automatically re-adjust the filter to 3 days.

f. Revise the filter to show the “after: YYYY/MM/DD+1 before: YYYY/MM/DD-1” instead. Press enter.

Note: the above filter is applicable for emails coming in on 2023/2/21

g. Take note of the number of incoming emails for that date. If there are more than 100 emails. Click on the right arrow to see the end of the email list and get the number of emails.

Note: if for whatever reason there are emails outgoing from sales@ via gmail, the emails will also be listed when the filter is applied. Marketing Person can further filter the emails so only incoming emails will show by applying the additional filter:

To: AdvaCare Sales Dept. (sales@advacarepharma.com)

3. Check Leads.

a. Open the CRM Module - Leads - Leads page (Leads Overview)

b. Apply the filter:

“Created On” - “is between”

MM/DD/YYYY 00:00:01

MM/DD/YYYY 23:59:59

c. Check the number of Leads created.

4. Record the numbers in the ERP Inbound Lead Quality Control sheet.

5. The number of Leads on the LR Module should be slightly different between ERP and Gmail. Compare each of the Lead names received that day with Gmail.

6. Tag the emails found from LR Module on gmail as “- LR Module”.

7. For emails that are left untagged on gmail, proceed to copy paste the email address and search on the CRM Module:

a. Leads (without any filter)

b. Leads (archived)

c. Opportunities (Sales - My Pipeline, but remove the filter “My Pipeline”)

8. Mark the emails found on those records, making sure to keep “Unread” Leads as Unread if not archived.

9. Once all emails have been checked, record results and actions taken from step 6-8 on the G-sheet. If there are still missing emails, take further actions in the next part of the SOP below.

B. Outgoing emails

When: end of the daily LR process.

Objective: to ensure that all outgoing auto replies are actually sent out to the intended audience, and with proper templates and attachments.

UNKNOWN/FALSE

1. Open the sales@advacarepharma.com Gmail “Sent” folder.

2. On the search bar, type and search for “Unknown” and “False”, one at a time.

3. Check to see if any outgoing emails contain the email Subject or Content “Unknown” or “False”

4. If so, open to check these emails.

5. Copy and paste each email to the Lead/OPP pages in the CRM module and cross check with the Leads to see if the problem comes from a template/process problem. If it is a process problem, ask the responsible Marketing Persons to fix their process. If it may be a template problem, note the name of the auto reply in question for further checking.

6. Record results and actions on the G-sheet.

RANDOM EMAILS

1. Open the sales@advacarepharma.com Gmail “Sent” folder.

2. Apply different filters as applicable to check the following points:

● Signature + hyperlinks on the signature works for “AdvaCare Pharma”, “Henry Mitchell” and “Vina Teng”

● Sender name and emails reflected are correct for “AdvaCare Pharma”, “Henry Mitchell” and “Vina Teng”

● Automated fields such as Company name, Customer name, Country are filled in

● Attachments for the different types of LR1

3. Record results on the G-sheet.

GLOBAL CC

1. On the Lead Overview page, apply the filters:

● Read

● Global CC contains “.com”

2. Open at least 3 of these Leads and copy paste the primary email to the sales@ “Sent” folder. Check to confirm that outgoing emails also include the emails under the “Global CC” field in ERP.

3. Record results on the G-sheet.

PRE-ESCALATING QA ISSUES

1. If Marketing Dept. Manager is not quite sure if the outgoing emails are going properly as should be, do a testing process by sending inquiries and sending out replies to available Test Emails.

2. Log in to one of the test emails from this list: LR Testing Email Information .

3. Send an inquiry through one of our inquiry sources (website or direct emails).

4. Reproduce the situation with Test Email, as an actual Potential Customer would.

C. Spam Folder

When: end of the daily LR process.

Objective: to ensure that no actual Potential Client emails have gone to the sales@ Spam filter and therefore fails to appear on the ERP module.

1. Open the sales@advacarepharma.com Gmail “Spam” folder

2. Skim through the list of incoming spam emails in the last month. Assess to see whether any emails may be a legitimate inquiry for Advacare products.

3. If any emails that should not be marked as spam, rather a Potential Client, proceed to mark it first as “Unread”.

4. From the email overview, tick to select the email and mark it as “Not spam”. Wait for some minutes and this Lead will be newly created on the Leads page.

5. Process as per normal. No recording required for this QA process.

D. Untagged Leads

Follow the same process as the above Daily Assigned Leads QA: Untagged Leads Process. Instead of checking just the past day, check on all Leads in the past month. No recording required for this QA process.

E. Leads without Auto Replies

Follow the same process as the above Daily Assigned Leads QA: Leads without Auto Replies Process. Instead of checking just the past day, check on all Leads in the past month and make sure to check for all Responsible Marketing Persons who were handling LRs. No recording required for this QA process.

F. Odoo Contacts Maintenance

CUSTOMER INFORMATION

1. Open the Contacts Module.

2. Use the “Favorites” pre-set filter: “New Contacts QA”

3. Select the view option: View List on the top right corner of the page. Expand the Month + Marketing Person to be checked and skim through to see if all Company names are created with the proper grammatical, punctuation and capitalization rules.

4. Randomly click to open some of the created contact cards, to make sure the following are inputted:

● Phone/Mobile Numbers

● Interests

● Individual Contact Card under the company.

5. After that, add the following filters, one by one, to check whether these fields are missed when Marketing Persons are handling LR.

● Interests: is not set

● Country: is not set

● Salesperson: is not set

CUSTOMER EMAIL

1. There are times when an extra space is accidentally added to a contact person’s email address. This may cause issues in syncing future Leads with that customer. Therefore the additional spaces must be removed and cleaned out.

2. Open the Contacts Module.

3. Apply the filters:

● Email contains " " (space)

● Is a Customer

4. Go through each one of the Contact cards and revise by removing the extra space in the emails.

Note: If a space is there because more than one emails are added, eg:

example@example.com, example2@example.com

Then remove the secondary email from the contact card, and add it as an Individual card under that company. If you cannot guess the person's name, write "Unknown".

5. Repeat for all records with the extra space.

Accidentally Archived Leads

When: end of the daily LR process.

Objective: to ensure that Leads that are not considered as irrelevant (non Leads), are not being archived incorrectly or accidentally.

On the Lead Overview page, apply the favorited filter:

Accidentally Archived

The list of Leads shown are Grouped by Marketing Person. Proceed to check the list of Leads accidentally archived, and send a task to the responsible Marketing Person to fix the archived Lead, and also to take further steps should there be replies to that Lead that has not been handled.

Note: Some Leads for LR Testing are archived purposefully and correctly. These Leads will have the word “Test” (not from “test kit”) on either the Lead Name or Email Address. Do not unarchive those Leads.

Inquiries from Brand Websites

When: end of the daily LR process.

Objective: to ensure that Leads are still generated and also forwarded correctly from the brand websites to the LR Module.

On the Lead Overview page, apply the Group By → Creation Date: Month option.
Then one by one, apply the Filter → Inquiry Source:

accuquiktestkits.com, then record the number of Leads of the last month in the G-sheet.

Apply Filter → Archived, and record the number of archived Leads of the last month as well.

Direct Email to AccuQuik, make sure that the existing inquiry source filter has been removed. Record the total number of Leads both active and archived.

Repeat the above for all following Inquiry Sources:

Website	Direct Emails
accuquiktestkits.com	Direct Email to AccuQuik
accupointinjectioninstruments.com	Direct Email to AccuPoint
staydryincontinenceproducts.com	Direct Email to StayDry
stayguardwoundcare.com	Direct Email to StayGuard
staysafe-condoms.com	Direct Email to StaySafe Condoms
staysafemedicalclothing.com	Direct Email to StaySafe Medical Clothing

Make sure the table is filled in fully on the G-sheet.
If Marketing Dept. Manager notices that there are some sudden changes in the trend, or even the number of Leads becoming 0, Marketing Dept. Manager must report to the IT Dept. to check and troubleshoot the issue. If no anomalies are found, this part of the QA process is completed.

Recording and Further Actions

After recording and checking all points related to the Monthly LR Process, Marketing Dept. Manager will assess and may take following actions if required:

1. Technical Issues

Create a Ticket to IT Dept. to check and troubleshoot any technical issues.

2. Process Issues

Create a task for the responsible Marketing Person to clean up the mistakes made, or call for a short re-training session with the responsible person(s).