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: +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
|