lead management functional overview - pitney bowes€¦ · 1 introduction 6 1.1 concepts 6 1.2...

Lead Management – Functional Overview

Edition 2.2

10 January 2013

UK

Portrait Software

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P o r t r a i t F o u n d a t i o n

Lead Management – Func t i ona l Overv iew

©2013 Copyright Portrait Software International Limited

All rights reserved. This document may contain confidential and proprietary information belonging to

Portrait Software plc and/or its subsidiaries and associated companies.

Portrait Software, the Portrait Software logo, Portrait, Portrait Software's Portrait brand and Million

Handshakes are the trademarks of Portrait Software International Limited and may not be used or

exploited in any way without the prior express written authorization of Portrait Software International

Limited.

Acknowledgement of trademarks

Other product names, company names, marks, logos and symbols referenced herein may be the

trademarks or registered trademarks of their registered owners.

About Portrait Software

Portrait Software is now part of Pitney Bowes Software Inc.

Portrait Software enables organizations to engage with each of their customers as individuals, resulting in

improved customer profitability, increased retention, reduced risk, and outstanding customer

experiences. This is achieved through a suite of innovative, insight-driven applications which empower

organizations to create enduring one-to-one relationships with their customers.

Portrait Software was acquired in July 2010 by Pitney Bowes to build on the broad range of capabilities

at Pitney Bowes Software for helping organizations acquire, serve and grow their customer relationships

more effectively. The Portrait Customer Interaction Suite combines world leading customer analytics,

powerful inbound and outbound campaign management, and best-in-class business process integration

to deliver real-time customer interactions that communicate precisely the right message through the

right channel, at the right time.

Our 300 + customers include industry-leading organizations in customer-intensive sectors. They include

3, AAA, Bank of Tokyo Mitsubishi, Dell, Fiserv Bank Solutions, Lloyds Banking Group, Merrill Lynch,

Nationwide Building Society, RACQ, RAC WA, Telenor, Tesco Bank, T-Mobile, Tryg and US Bank.

Pitney Bowes Software Inc. is a division of Pitney Bowes Inc. (NYSE: PBI).

For more information please visit: http://www.pitneybowes.co.uk/software/

http://www.pb.com/software

http://www.pitneybowes.co.uk/software/

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About this document

Purpose of document The purpose of the document is to provide a functional description of lead management in Portrait Foundation.

Intended audience The intended audience is those concerned with the planning and initial studies for a project using Portrait Foundation.

Related documents Contact Centre Functional Overview

Agent Manager Functional Overview

Software release Portrait Foundation 3.1 or later.

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Contents

1 Introduction 6

1.1 Concepts 6

1.2 Functional areas 6

1.3 Using lead management 6

2 Customer interaction 8

2.1 Overview 8

2.2 Lead capture 8

2.3 Actioning a lead 10

3 Management 15

3.1 Overview 15

3.2 Search for leads 15

3.3 Amend assignment criteria 17

3.4 Reschedule leads 17

3.5 Close leads 17

4 Administration 19

4.1 Overview 19

4.2 Lead administration 19

4.3 Agent attributes 30

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1 Introduction

1.1 Concepts A lead is a record in the system of an interest in a product or service for the benefit of a customer. The lead management functionality is concerned with ensuring that leads are captured when they arise, that they are assigned to the appropriate agents to action them, and that management can track the leads waiting actioning.

A lead needs to be recorded in any situation where a customer is found to have a need or interest in a service, and it is not possible to proceed immediately with the appropriate sales process. This can be for many reasons, but most commonly because the agent currently servicing the customer does not have a suitable role or qualifications to proceed with the sales process.

Leads need to be actioned, that is to say, an agent should contact the customer and try to initiate the sales process. Once this is done, the lead has an outcome – either the sale is proceeding, or the customer is not interested.

When the user captures a lead, he gives it a lead type. The type is a definition which controls how the system will assign the lead to an appropriate agent. Users of the system can maintain these lead definitions in a lead administration user interface. The main factors used in controlling how a lead is assigned are the skills which an agent has and his location.

Portrait lead management is a framework. To use it is necessary to configure parts of the rule definitions at the implementation stage. Refer to the Lead Management Configurer’s Guide for information on how to do this. A sample configuration package is supplied with the system to illustrate the operation of the framework.

1.2 Functional areas Like other Portrait Foundation functionality, the lead management functionality is divided into three areas.

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1 Customer interaction. Customer interaction functionality is functionality which supports an interaction with a customer. The agent captures a lead, the system sets up workflow to action the lead, and an agent subsequently actions it. If the follow-up is successful, a new sales process is started. If it is unsuccessful, the lead is closed.

2 Management. Management functionality is functionality which helps a user to manage customer interactions. In the case of lead management, this is the functionality for an agent or supervisor to be able to view leads waiting actioning, and to be able to change their assignment or scheduling.

3 Administration. Administration functionality is functionality which enables the user to control the operation of the system. In the case of lead

management, this means the ability to create and maintain lead definitions.

1.3 Using lead management The Lead Manager package is supplied as an add-in to the Portrait Contact Centre. When it has been added, the ability to capture a lead is available as a menu item in the Contact Centre Engagement Desktop. Refer to the lead management section of Using the Contact Centre Workspace for further information on how to add the Lead Manager package to a workspace.

Lead management can also be implemented independently of the Portrait Contact Centre. This is important for users such as Bank Tellers, where it is necessary to

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give them the ability to capture leads while using a dedicated application for their specific role. Refer to the Lead Management Configurer’s Guide for further

information.

The management and administration functions are provided in the Portrait Lead manager application. Instructions for running this application are provided in the relevant sections of this document.

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2 Customer interaction

2.1 Overview This section describes the following customer interaction functions provided in the lead management package.

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Lead capture

Actioning a lead

2.2 Lead capture The Lead capture function enables the user to record a customer’s interest in a product or service. It consists of four dialogs.

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Lead capture

Product details

Action lead

Contact details

Figure 1 – Lead capture

In the Lead capture dialog the user can enter the following.

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Coupon code - used to record the source of the lead, when a customer is responding to a newspaper or other advertisement which has a code.

Lead type - the type of product or service in which the user is interested.

Reason for interest - the user can enter notes to record any further relevant information about what the customer wants.

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Figure 2 – Product details

In the Product details dialog the user enters the name of the product in which the user is interested.

Figure 3 – Action lead

In the Action lead dialog the user selects whether or not he is proceeding to action the lead immediately. If he is going to action the lead immediately, he initiates the sales process which is appropriate for the lead type. This process is not part of lead management. It is specific to the business domain, and it is built during implementation. The Lead manager package contains an illustrative dialog to capture the lead outcome. Refer to page 12 for a description of this dialog.

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Figure 4 – Contact details

The user can enter the following details about how the customer is to be contacted.

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Completion date - the date by which the customer will be called back.

Contact method - how the customer will be contacted.

Location - where the lead will be actioned, for example Branch or Call Centre.

The selections for Contact method and Location are controlled by the Lead type.

2.3 Actioning a lead

2.3.1 Overview

Leads are held in Portrait Foundation as workflow tasks. To action a lead the user performs the following steps.

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1 Display the leads which are assigned to him.

2 Select a lead and checks it out. The task corresponding to the lead is displayed in the Portrait Foundation workflow desktop.

3 Start a customer engagement. If the contact method is telephone, the user opens the Portrait Make outbound call dialog to start a telephone engagement with the customer.

4 Complete the lead actions. The actions required for a lead are configured as part of the implementation of the lead management framework. There can be different lead actions for different lead types. The Lead management package includes an example dialog in which the user captures the outcome of the lead, that is, whether or not the customer is proceeding to take up the product.

2.3.2 Example lead action process

This section describes the process for actioning a lead in Portrait Foundation, using the example material provided in the Lead manager package.

To action a lead, the user must first search for the leads which match his skills, location and role.

He selects the action Leads~Select work to display the Search for lead work dialog.

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Figure 5 – Search for lead work

He selects values for the Skill, Location, and Resolution method in the search criteria. On pressing Search the system will return the leads matching the criteria.

Figure 6 – Lead search results

He selects a lead and checks it out by pressing OK. The system displays the Task summary for the lead in the Portrait Workflow desktop.

Figure 7 – Lead workflow task

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In the above example, the contact method for the lead is telephone, so the task to action the lead is an outbound calling task. The agent selects Make

outbound call to display the outbound calling dialog.

Figure 8 – Outbound calling dialog

After connecting the call, the system displays the task with the actions which have been configured for the lead type.

Figure 9 – Outbound call connected

In this example, the task has been configured with a menu item in the Action menu called Action lead. The user selects this to display the Select lead outcome dialog.

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Figure 10 – Select lead outcome dialog

After the lead outcome has been selected, the task can be completed. The menu item Complete call task becomes available in the Action menu.

Figure 11 – The task after the lead has been actioned

The user selects Complete call to display the Confirm outbound call completed dialog.

Figure 12 – Confirm outbound call completed

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After confirming the completion, the lead has now been actioned and the call has been completed. The user is returned to the Agent desktop.

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3 Management

3.1 Overview The following functionality is provided to support management of leads.

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Search for leads - the user can search for leads by lead type, location and other criteria. Search is used to select leads which are to be re-assigned, rescheduled, or closed.

Amend assignment criteria - the user can change the assignment of one or more selected leads.

Reschedule leads - the user can change the date for which the work is scheduled, and the priority.

Close leads - the user can close one or more selected leads.

To manage leads, open the Lead manager application by browsing to URL http://<target machine>/ PortraitApplicationCentre/ AIT_HRZ_leadmanager.hta. Log on and select the role Administrator. This displays the Lead administration desktop.

Select the action Manage leads to display the menu options available to manage leads.

Figure 13 – Manage leads sub-menu

3.2 Search for leads To re-assign, reschedule, or close leads, the user first searches for the leads which are to be updated. After selecting one of the Manage leads actions from the menu, the Search for lead work dialog is displayed.

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Figure 14 – Search for lead work dialog

The following search criteria are available.

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Lead type - type defined for the lead when it was created.

Skill - Agent skill to which the lead is assigned.

Location - location to which the lead is assigned.

Resolution method - resolution method defined for the lead.

Task status - status of the workflow task to which the lead is linked.

Created after - returns leads created after the specified date.

Created before - returns leads created before the specified date.

The search criteria are AND’d, that is to say, each criterion entered restricts the scope of the search further.

The user selects Search to run the search. The results are returned as a list of lead tasks.

Figure 15 – Search for lead results

This dialog is titled Lead assignment, Lead rescheduling, or Close leads, depending on which Manage function is being performed. The user selects the leads to be managed by checking the tick box for each task.

On selecting OK the appropriate Manage dialog is displayed.

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3.3 Amend assignment criteria The Amend assignment criteria dialog enables the user to change the assignment for a lead. Assignment is controlled by two parameters, Skill and Location.

Figure 16 – Amend assignment criteria

3.4 Reschedule leads The Reschedule function enables the user to change the date for which a lead task is scheduled, and the priority for the task. Reschedule uses the workflow Update task scheduling dialog.

Figure 17 – Update task scheduling dialog

3.5 Close leads The Close leads dialog enables the user to close the selected leads. He can enter a comment on the reason for closing these leads.

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Figure 18 – Close leads dialog

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4 Administration

4.1 Overview There are two administration functions provided in the Portrait Lead manager package.

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Lead administration - enables the user to create and maintain lead definitions, and other definitions which are associated to leads.

Agent attributes - the Lead manager package adds new functionality in the Agent Manager application, which enables the user to create and maintain agent attributes used in lead management.

4.2 Lead administration

4.2.1 Overview

Lead administration enables the user to create and maintain lead definitions, and other definitions which are associated to leads.

To use lead administration, open the Lead manager application by browsing to URL http://<target machine>/ PortraitApplicationCentre/ AIT_HRZ_leadmanager.hta. Log on and select the role Administrator. This displays the Lead administration desktop.

Figure 19 – Lead administration desktop

The desktop consists of a folder with five tabs, as follows.

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Leads - lists the lead definitions. A lead definition is the definition of the lead type which the user selects when he captures a lead. A lead definition

contains the following elements.

Priority

Action process, that is, the process which is to be used when the lead is actioned.

The category of product to which the lead relates.

Outcomes, that is, the list of possible outcomes which can be selected for the lead.

Resolution methods, that is, the list of possible means of actioning the lead, such as a telephone call.

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Skills, that is, the list of skills which an agent must have for him to be qualified to action a lead.

Skills - lists the skills which are used in defining leads.

Resolution methods - lists the methods by which the agent will action a lead. Normally the resolution method is telephone call.

Locations - lists the possible locations to which leads can be assigned.

Outcomes - lists the outcomes which are used in defining leads.

The following sections describe the functionality available for each of these tabs.

4.2.2 Leads

In this tab the agent can amend lead definitions and see how they are related to the other business rules.

Figure 20 – Lead tabs

The first tab contains the list of the current lead types that have been created.

Each lead displays its name, related product and actioning processes and the rules that it is associated with.

When a lead is selected the sidebar updates to display the lead operations:

Amend lead

Assign outcomes to lead

Assign resolution methods to lead

Assign skill to lead

Figure 21 – Amend lead

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The Amend lead operation allows the agent to update the following attributes on a lead definition:

Priority – used to assign initial priority and escalation values on lead workflow tasks.

Action process – the name of the model that will be invoked to action a lead.

Product group – the name of the model that will be invoked to handle any extra specific product processing (e.g. more data capture, product selection, etc) when the lead is captured.

Description – what the lead is to be used for.

Figure 22 – Attribute update example

This shows the priority attribute being updated.

Figure 23 – Lead validated

If the lead passes validation a summary of the update is displayed and the agent

must select Save rule to commit the update.

Note: All amendments will be valid if all mandatory data is supplied.

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Figure 24 – Lead updated

The lead has now been updated.

Figure 25 – Assign outcomes

Using the Assign outcomes to lead operation allows an agent to assign outcomes to a lead.

Note: This functionality does not commit any changes as Portrait Foundation does not allow the updating of smart look-ups currently. This rule assignment must be added via configuration instead in this phase (see Lead Management Configurer’s Guide).

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Figure 26 – Assign resolution methods

Using the Assign resolution methods to lead operation allows an agent to assign resolution methods to a lead.


Figure 27 – Assign skills

Using the Assign skills to lead operation the lead management allows an agent to assign skills to a lead.


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4.2.3 Skills

Figure 28 – Skills tab

This tab displays the skills that can be associated with a lead.

Figure 29 – Amend skill

When a skill is selected the Amend skill operation that appears in the sidebar allows the agent to update the skill description.

Figure 30 – Skill validated

If the skill passes validation a summary of the update is displayed and the agent must select Save rule to commit the update.

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4.2.4 Resolution methods

Figure 31 – Resolution methods tab

This tab displays the resolution methods that can be associated with a lead.

Figure 32 – Amend resolution method

When a resolution method is selected the Amend resolution method operation that appears in the sidebar allows the agent to update the following attributes:

Associated workflow – This determines what workflow will be created when this resolution method is used.

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Figure 33 – Resolution method validated

If the resolution method passes validation a summary of the update is displayed and the agent must select Save rule to commit the update.


4.2.5 Locations

Figure 34 – Location tab

This tab displays the locations that can be associated with an agent.

Figure 35 – Amend location

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When a location is selected the Amend location operation that appears in the sidebar allows the agent to update the location description.

Figure 36 – Location validated

If the location passes validation a summary of the update is displayed and the agent must select Save rule to commit the update.


4.2.6 Outcomes

Figure 37 – Outcomes tab

This tab displays the outcomes that can be associated with a lead.

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Figure 38 – Amend outcome

When a outcome is selected the Amend outcome operation that appears in the sidebar allows the agent to update the outcome description.

Figure 39 – Outcome validated

If the outcome passes validation a summary of the update is displayed and the agent must select Save rule to commit the update.


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4.2.7 Add rule

Figure 40 – Add rule operations

For this phase of lead management add rule operations were configured but due, the current limitations of Portrait Foundation, they do not commit the data captured for a rule definition. A new rule must be added via configuration instead in this phase (see Lead Management Configurer’s Guide guide).

Figure 41 – Add lead

Example of adding a lead.

All new rules will fail to validate because of the issue described in Fig. 23.

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4.3 Agent attributes

4.3.1 Overview

The Lead management package adds functionality to the Agent manager application to extend the attributes which can be defined for agents. These attributes are used by lead management to assign leads to the appropriate agents.

The following additional attributes for an agent can be defined.

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Skills

Resolution methods

Locations

When a new lead is created, the system uses these values to find the appropriate agents to whom the task should be assigned.

The following sections describe the functions in Agent manager which maintain these attributes. Refer to the Agent Manager Functional Overview for further information on the Agent manager application.

To update an agent with the lead management agent attributes, open the Agent manager application. Log on and select the role Administrator. This displays the AgentManager desktop.

4.3.2 Agent manager desktop

The Agent manager desktop displays a list of the agents who have been registered on the system. The attributes defined for each agent can be viewed by expanding the row.

Figure 42 – Agent manager desktop

4.3.3 Assign skills

To assign the skills for an agent, select the action Assign skills from the menu.

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Figure 43 – Assign skills

4.3.4 Assign resolution methods

To assign the resolution methods for an agent, select the action Assign resolution methods from the menu.

Figure 44 – Assign resolution methods

4.3.5 Assign locations

To assign the locations for an agent, select the action Assign locations from the menu.

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Figure 45 – Assign locations

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