Since other licensed agents don’t come up as an option, these excluded team members are at a loss for earning commissions. When a prospect is making an appointment selection, the product only displays ten service resources at a time. Second, Lightning Scheduler doesn’t support the concept of round-robin assignment. This functionality is available in a separate Salesforce product, Field Service. Understandably, management wants to assign the technician closest to the customer’s house. The service resources in this scenario are technicians who visit customers’ homes to service the AC or solar panels. If sales agents aren’t vigilant, these limitations can end in missed connections.Ī lack of accounting for distance can lead to friction. Agents can reschedule meetings, but they must do so manually. Similarly, Lightning Scheduler can also fall short.įirst, this tool can’t optimize for parameters like distance to customer, multiple people in the same appointment and rescheduling. Even these time-tested techniques have limitations. Just because charming orators remember people’s names and avoid arguments doesn’t mean they’ll get everything they want. Your team can define both the specific skills and the level of skill required for a primary service resource accepting branch appointments.Įach of these parameters can be customized based on the unique needs of your company. A scheduling policy is the logic through which Salesforce books appointments. Then, leads can be assigned based on these criteria so each prospect is matched with the right agent. For instance, a licence to sell insurance in a particular state is a skill. Each salesperson can have a defined skill level. Different meeting tasks are items like signing contracts and submitting documentation. For instance, a discussion topic might be a specific service offered by the company. Appointments can be specific to different topics or tasks. Agents’ calendars can even be blocked some time before the start of an appointment and after its end. Further, the standard appointment length can be defined ahead of time. Each branch has its own set hours of operation. Salesforce provides immediate visibility into their availability. Then, sales agents in each territory can be further classified as service resources. Businesses with multiple locations or branches can define each one as a service territory. You could say this tool is a good listener. These prospects can share data such as location, desired products and more. Salesforce captures their information and creates new leads. New guests to the website can also self-schedule appointments. The benefits really start to compound when your team defines parameters within the tool: This Salesforce product works for both inbound and outbound scheduling. Some tools offer benefits with far-reaching effects just as applying the principles in “How to Make Friends and Influence People” can affect a reader’s personal and professional life, Lightning Scheduler impacts many aspects of connecting with customers. Later, the prospect can also modify or cancel the appointment. If the carrier has set up Lightning Scheduler, the self-scheduling process happens seamlessly and all parties receive a confirmation. On the other hand, a prospect can go straight to the carrier website to request a consultation. If an individual seems interested but isn’t available right away, agents can use Lightning Scheduler to block out time when it’s most convenient for the prospect. Similarly, Lightning Scheduler works well from the agent and prospect perspective.Īt an insurance carrier, the sales team contacts prospects on the phone daily. Read on for an in-depth look at Lightning Scheduler and what it can do for you: It’s All About Human ConnectionĪs Dale Carnegie teaches, a warm smile is beneficial for both the giver and the receiver. Your team will be happy to stop checking Google Calendar or Outlook manually. Lightning Scheduler checks availability and bandwidth automatically, minimizing missed connections. If some of your customer queries fall through the cracks despite a team of dedicated agents on standby, it might be time to consider this tool. This product supports appointment scheduling for users, whether over phone, video or even for face-to-face meetings. Salesforce’s Lightning Scheduler paves the way to great human connections. But just because we’re more likely to get automated email confirmations than personal notes doesn’t mean organizing appointments can be overlooked. Across many industries, there can be no sale without a successful meeting first. This guide for building human connections is one of the best-selling books ever.Ī likely reason is that connecting with people is the basis of good business. “How to Make Friends and Influence People” by Dale Carnegie has timeless appeal. Meet the Salesforce Product for Managing Appointments
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