--0000000000005ceb2d063c343e1b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Team, We are facing a critical challenge: over the past month, we=E2=80=99ve seen= a *15% increase in web leads*, yet starts of care are flat to down. This tells us that somewhere in our funnel, opportunities are being lost =E2=80=94 and we= need to act quickly and decisively to address it. To diagnose and remedy the issue, we are launching a *30-day minimum SWAT team pilot*. This specialized group =E2=80=94 made up of a select set of individuals from across the company =E2=80=94 will manage *all web leads* d= uring this period. They will have full responsibility for tracking, analyzing, and optimizing the funnel from initial inquiry to start of care. *Effective immediately*, all field team members are asked to *stand down from responding to any web leads* until further notice. This is not a reflection on individual performance, but rather a focused effort to centralize control, gather consistent data, and quickly identify where breakdowns are occurring. Field teams will play an important role in supporting this pilot. Please be *quick to respond* if a SWAT team member reaches out regarding a web lead in your market. In some cases, the SWAT team may be able to *close and win a lead over the phone* while scheduling the in-person visit to occur shortly after =E2=80=94 your partnership in making these follow ups happen smoothly and p= romptly will be critical to our success. We appreciate your full cooperation in supporting this effort. We will provide updates on the pilot=E2=80=99s progress and share learnings and nex= t steps as soon as they are available. Thank you for your commitment to improving our processes and ensuring that every potential client receives the best possible experience with us. *SWAT TEAM: *James Ferlin, Gigi Sportelli, Maria Prudhont, Elizabeth Parrish, Karen, Rijkin, Bridget Scherer, Shadi Gholizadeh --=20 * Melissa Reyes * President of Client Services (916)743-0530 melissa.reyes@thekey.com TheKey.com [image: TheKey] --0000000000005ceb2d063c343e1b Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Team, We are facing a critical challenge: over the past month, we=E2=80=99ve s= een a 15% increase in web leads , yet starts of=C2=A0care are flat to down . This tells us that somewhere in our funnel, opportunities are being lo= st =E2=80=94 and we need to act quickly and decisively to address it. To diagnose and remedy the issue, we are launching a 30-day mini= mum SWAT team pilot . This specialized group =E2=80=94 made up of a= select set of individuals from across the company =E2=80=94 will manage all web leads during this period. They will have full respon= sibility for tracking, analyzing, and optimizing the funnel from initial in= quiry to start of care. Effective immediately , all field team members are asked= to stand down from responding to any web leads until furt= her noti