Re: Service Level Agreement - Leads

Thank you, Tim. This guideline is helpful.

Regards,

Angie Kunnath

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On Fri, May 13, 2022 at 11:40 AM Timothy Thomas <tt@thekey.com> wrote:

> Hi Angie,
>
> I wanted to make you aware of a previous communication from corporate that
> was released prior to your acquisition. See below:
>
> Corporate has released guidelines for intake & follow up. Please look it
> over and let me know if you have any questions. If needed we will schedule
> additional training on salesforce to help ensure we're all entering and
> documenting in the same way.
>
>
> *Service Level Agreement for Office Leads*
> The following represents our commitment to each lead when it comes to the
> office. This is a company-wide expectation and should be followed precisely:
>
> Time to contact lead (first, second attempt, etc.) - for urgent leads,
> recommendation of 1 hour. For non-urgent leads, have the follow up
> documented. At the first attempt of contact, the field would attempt 2 more
> times in the same day. If still no answer, you would attempt 3 more times
> over the next 4 business days, with the lead to be closed out after 5
> business days of no response.
>
> Time to enter updates into Salesforce - after every step is completed
> (follow up, consultation, assessment, etc), you must have all records up to
> date as either closed or with a future next step documented by end of
> business day.
>
> Opportunities should be followed up daily or based on the caller's request
> - all follow ups should be documented, with the next follow up date
> determined.
>
> All scheduled opportunity assessments must have an owner and a date and
> time scheduled in SalesForce.
>
> All completed opportunity assessments must be documented in full no later
> than the next business day.
>
> Best regards,
> Tim
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <Tim.Thomas@TheKey.com>
> (514) 591-9387
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://www.thekey.com/>
>