Each Lead is a person with a request for information from Solvay. They are a mix of existing customers, new contacts from existing accounts, distributors, universities, new prospects and people looking for something we don’t offer.
Why is lead management important?
Solvay reputation: >20k leads interact with our lead management process each year
Lead volume is increasing: +30% compared to 2020
Customer experience: ~2% are existing customers and ~40% are new contacts from existing accounts
Revenue: effective lead management contributes to Solvay's revenue and ongoing improvements can help us to improve the ROI
Strategy & Objectives
Primary objective is for all leads to be closed within 5 days of creation.
To achieve this goal, we are:
Improving response rate to give leads best possible experience
Improving process efficiency to reduce burden on commercial teams
Monitoring lead process with key data sets, e.g. closing reasons, # of existing customers, time spent in open state, digital opportunities
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