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How to Manage Leads?

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Overview

Leads are potential customers that can be converted into active customers. They are individuals or organizations who have expressed interest in your products or services. Managing leads is crucial for the growth of any business, as they represent opportunities for sales and revenue generation.

How RepairDesk Helps in Managing Leads

RepairDesk understands the importance of managing leads effectively and has developed a dedicated module for lead management within the app. Here's how RepairDesk helps you manage and create leads:

1. Generate Leads

In RepairDesk, you can create leads manually or receive them through the Appointment Calendar Widget. This allows you to capture leads from different sources and efficiently organize them.

2. View Leads

To access the list of leads, navigate to the Repairs tab on RepairDesk and select the "Manage Leads" section. This provides an overview of all your leads in one place, making it easier to track and monitor their progress.



3. Lead Status

Each lead is assigned a specific status that indicates its stage in the sales cycle. RepairDesk offers various lead statuses such as "Won," "In Progress," "Convert to Ticket," "Cancelled," "Expired," and "Lost." You can easily update the status of a lead by selecting the appropriate option from the drop-down menu.

4. Graphical Representation

The dashboard in the Manage Leads section provides graphical representations of your lead inquiries. The Leads Graph displays the status of all lead inquiries, indicating the number of successfully converted leads, lost leads, and those still in progress. The Referral Chart helps identify the referral channels that generate the most lead inquiries, enabling you to focus your marketing efforts accordingly. Additionally, you can view stats such as the total value of all leads and the revenue generated from leads that have been converted into customers.


5. Search Leads

Searching for specific leads can be like finding a needle in a haystack. RepairDesk simplifies this task by offering search filters that allow you to filter leads based on various criteria such as device IMEI, name, phone or ID, manufacturer, device model, customer name, status, assigned employee, referral source, and date range. You can also conduct a search across all store locations.


  • Search by: This filter allows you to search for leads by their device IMEI, name, phone number, or ID.
  • Manufacturer: This filter allows you to filter leads by the manufacturer of their device, such as Apple or Samsung.
  • Device: This filter allows you to filter leads by the specific model of their device, such as iPhone 7 or Galaxy S22.
  • Customer Name: This filter allows you to search for leads by their customer name.
  • Status: This filter allows you to filter leads by their status, such as "Won," "In Progress," or "Cancelled", "Expired", "Lost" or "Convert to Ticket"
  • Assigned to: This filter allows you to see all leads that have been assigned to a specific employee.
  • Referral Source: This filter allows you to see only those leads which came via a particular referral channel, such as "Google Ads" or "Word-of-mouth."
  • From Date/To Date: This filter allows you to view all leads within a specific time period.
  • To date (created on): This filter allows you to filter leads by the date that they were created. This can be useful if you are only interested in leads that were created within a specific time period, such as the past week or month.
  • From date (Due on) and To date (Due on): These filters allow you to filter leads by the date that they are due. This can be useful if you are only interested in leads that are due within a specific time period, such as the next week or month.

6. Export CSV List

If you want to download a list of all your leads, simply click on 'Action' button and select 'Export CSV'. This action will generate a CSV file containing all your leads, which you can save on your system for further analysis or reference.

7. Adding a Lead

To add a lead manually, click on the "New Lead" button on the top right corner.

This will redirect you to the Create New Lead page. Here, you can enter customer information, set the lead status and referral source, assign it to a specific employee, and provide relevant lead details.

Additionally, you can add address and contact details for the lead and specify the device details that need repair.

8. Edit/Delete a Lead

To make changes to an existing lead, click on the Action button next to the lead and select "Edit." This allows you to update the lead's information. If you wish to remove a lead from the list, select "Delete." You can also multi-select leads and perform actions such as deleting them.

9. Closing a Lead

You have multiple options for closing a lead in RepairDesk. You can create an estimate for the customer, transfer the lead to another store location if the customer selected the wrong one, or convert the lead into a ticket if they are ready to proceed with the repair/service.

10. Tracking a Lead

Tracking the progress of a lead is essential for effective lead management. RepairDesk provides several tools to help you track leads, including taking notes related to the lead, scheduling follow-up activities such as calls or visits, and sending follow-up emails to build a rapport with potential customers.



11. Transfer Leads

Sometimes, customers may mistakenly select a different store location while booking an appointment. RepairDesk allows you to transfer leads between store locations effortlessly. By using the search filter and enabling the "search on all stores" trigger, you can locate leads from other stores and transfer them to your current store. Alternatively, you can transfer a lead at a later stage by selecting the appropriate option within the lead details and specifying the desired store location and employee assignment.

Key Takeaway

RepairDesk provides a comprehensive and user-friendly lead management module to assist businesses in effectively managing and creating leads. With a centralized system for tracking, monitoring, and analyzing leads, businesses can optimize their sales processes and convert more leads into loyal customers.

Contact Support

If you have any questions or require further assistance, please visit our website at www.repairdesk.co or email us at [email protected]. Our support team is ready to help you with any queries or concerns you may have.



FAQs

Q. I want potential customers to book repairs on my website and I want these appointments to be incorporated as leads in RepairDesk. Is it possible?
A. Of course! RepairDesk offers an awesome tool for this purpose: the Appointment Calendar Widget.
The widget, once enabled on your website, will allow potential customers to book repair appointments with you. Once a customer books an appointment, through the widget, it will appear as a lead in RepairDesk. To know more about how the appointment calendar widget, please check this article.

Q. What is an activity?
A. An activity allows you to schedule follow up activities such as call, email or field visit. This allows you to keep track of your engagements with the lead in question. When you open a lead, you can add activity against it by clicking on the Add Activity tab at the bottom.
Write subject, date & time, content and assign it to any of your employees so that they can follow up on a lead. Finally, hit save to add activity.
    
Q. How can you add notes against a lead?
A. You can add notes against a lead or assign them to one of your employees.
1. Just open a lead and at the bottom, click on Take Notes tab.
2. Assign it to yourself or an employee.
3. Select how you want to communicate this note (you can do so via Comments, Email or Telephone Message).
4. Click on Save or Send depending upon the selection you have made above.
  
Q. How can you send an email or SMS alert?  
A. Send an SMS or Email to your lead by clicking on the Send Email tab at the bottom.
Just: 
1. Select recipient.
2. Choose whether you want to send an SMS or Email.
3. Write the subject line and content.
4. Hit Send button

And presto! you've sent an email/ SMS alert to your lead.

  
You can also choose from canned response templates. This feature allows users to use predefined responses for common queries or scenarios related to leads. Users can now easily select and send these canned responses, saving time and ensuring consistency in communication


Q. How can I get an alert about a lead in RepairDesk?
A. Once a lead is generated via Appointment Calendar Widget, you'll receive a pop up notification with sound on RepairDesk. Also, you would be able to view this in notifications by clicking on the bell icon at the top.

To set up alerts,
1. Go to the Appointment Calendar Widget
2. Head to Alerts
3. Select employees whom you wish to notify when a lead arrives
4. Finally, hit Save.

  
Once a lead arrives, the selected employees would see the pop up notification announcing the arrival of a new lead. Click on view lead to see more details about the lead.

      

Q. How to assign a lead?
A. Simply open a lead in Manage Leads section and select assignee from the drop-down menu (please see attached screenshot)

  

Q. How to convert leads into sales?
A. To convert a lead into a sale you can change the status of the lead to "Convert to ticket". A ticket will be generated in the system and you can make an invoice from the ticket.

  

  Q. How can I track Delivery email, SMS sent to employees and customer?   
A. Yes, Delivery of email and SMS can be tracked through admin history. All Auto Generated and Manual email and SMS can be tracked through Admin history with their date, time and delivery status.




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