Salesforce_Stages_SOP_v2.txt

Salesforce Stages SOP  


New Lead
* Someone who may or may not be qualified to start services with us. 
* This status means the prospect has not yet been contacted


Contact Attempted 
* We have attempted to contact the lead, but have not yet spoken with them
* We will continue to do 5 follow ups before closing out. Then, lead will be  moved to the re-engagement process: Continue to follow up every month unless caller asks us to stop calling 


Contact Successful Pending Qualification
* The lead was successfully contacted, but we need more information to confirm the lead is qualified
* This status can be used when:
   * Speaking to a family member who is unaware of the client’s financial situationSpeaking to a third party who calls in for their patient/client, but is unable to share any client information (name, phone, etc) 
   * The conversation ended abruptly and another conversation is needed to determine if the prospect is qualified
* Note: A lead should not be closed as "financially unqualified" until we determine their budget and confirm they cannot afford our services


Qualified Lead = Opportunity
Criteria:
* In our service area
* Looking for home care services
* Financially qualified (i.e., they’re aware we’re private pay, aware of our rates, and don’t say they can’t afford our services)
   * If the 3 criteria above are met, but the prospect does not meet our hourly minimums, they should still be converted to an opportunity. Please close out the opportunity and move to the nurturing process and set a follow up call three weeks out to touch base on how care is going (Re- Engagement Process)
      * Continue to follow up every month unless caller asks for no more follow up calls
      * Note: You want to educate the caller on how caregiver consistency is achieved with longer hours and providing ways in which we can offer support for the remaining hours 
   * If the 3 criteria above are met, but the prospect does not want to move forward with us because of the following:
      * Going with another company
      * Going to try family homecare first
         * It should still be converted to an opportunity and closed out then moved to our nurturing process. Set a follow up call   three weeks out to check in 
         * Continue to follow up every month unless caller asks us to stop calling 


Opportunity - Assessment Pending 
* This status can be used when prospects:
   * Are ready for an assessment, but we haven’t confirmed a date/time yet (e.g., they could be waiting to confirm schedules with family members, etc)
   * Are not ready for an assessment due to:
      * Uncertainty/shopping around
      * Looking for services in the future
      * Potentially moving to a new service area for care
         * Note: Always inquire about their current care situation, timeline, & reason for move.
         * Continue following up with prospects seeking care in the future. Opportunity may be closed out after 5 follow up attempts but should be moved to our nurturing process and followed up on 3 weeks to every month 


Opportunity - Assessment Scheduled
* Move to this stage when local office has a date and time to meet with prospective client.