What is a Lead?

• 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: 2021 shows a 30% increased 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