Manually Marking/Unmarking Leads as Duplicates
gathering votes
C
Charlene Smith
Mistakes happen, so we should be able to reactivate a lead that was mistakenly marked as duplicate. As well if a sold deal comes in and a second deal is open we should be able to mark that as duplicate even if it wasn't caught in a merge.
Michele McCoy
gathering votes
Michele McCoy
under review
Michele McCoy
Thank you for the feedback, Charlene Smith. I'd like to make sure I'm understanding your request correctly.
"Mistakes happen, so we should be able to reactivate a lead that was mistakenly marked as duplicate." - Are you talking about rescuing a deal that has been marked dead? This is currently a functionality but it is permission based.
"As well if a sold deal comes in and a second deal is open we should be able to mark that as duplicate even if it wasn't caught in a merge." Are you looking to have two open deals on one customer?
C
Charlene Smith
Michele McCoy I am able to rescue a dead deal but if a lead gets marked as duplicate by the system I am not able to rescue that deal.
No I do not want two open deals I want to be able to mark a second open deal that was accidentally added as duplicate so are reporting is more accurate.
Michele McCoy
Charlene Smith: Thank you for your response. Are you wanting the ability to unmerge a deal?
C
Charlene Smith
Michele McCoy That would be a separate thing I'd also love to be able to do! But I often see they should have been merged, it's just that a deal has been open for a long time and untouched (for Drive it would be if a deal was snoozed for example) and then the customer comes in or submits a new deal and speaks to another sales rep. So I would want the untouched deal to be marked as dead and the new deal to now be open. If that wasn't done before a customer is merged Drive would mark the new one as duplicate. I hope that makes more sense!
Michele McCoy
Charlene Smith: Thank you for clarifying. To ensure I fully understand, are you saying that if a customer with an open deal submits a new lead after a certain period of inactivity, you’d like the deal’s source to update to reflect the new lead’s source rather than the original one? Is that correct?
C
Charlene Smith
Michele McCoy No, I never want the source to be updated, my main concern is having accurate data. I want all information on a deal to be kept with their own deal, the date created, the source, the notes, everything should stay together. If the lead has not been worked it should be dead and the there should be a new deal with the new date, source, and new notes.
I appreciate having alternate options as well but it often comes down to a case by case basis so I would like the ability to manually mark a deal as dead - bad - duplicate lead and be able to rescue deals that have been marked as duplicate by the system. I'm giving examples to help explain but it doesn't come to just unmerging and setting rules, I would like to have more control to be able to override and correct as needed.
Michele McCoy
Charlene Smith: Understood. I appreciate you communicating with me over this request. I am going to move this one to Gathering Votes to see what other users think about this request! Thank you again and have a great day!
Shelby Parker
Hiya Charlene Smith, thanks for this post! I have a few more questions for you:
- Can you provide more details on the frequency of such mistakes happening and the impact it has on your operations?
- What criteria do you use to identify a lead as a duplicate?
- Can you describe the current process you follow when a lead is mistakenly marked as duplicate?
C
Charlene Smith
Shelby Parker
- We've only just moved our CRM over but I've found many leads have been incorrectly moved to DriveCentric, this means my entire reporting for the month of September is going to be off and therefore the YTD report at the end of the year will also be inaccurate. Reporting on leads/deals and close rates are vital to see progress, set goals, and compare previous months and years to check on growth. In our previous CRM it happened regularly on a monthly basis and being able to correct it is vital for reporting.
- Our rules for a duplicate is a lead submitted within one month of the previous or if the current open lead/deal is being actively worked. Sometimes sales reps will mark a deal as dead and the customer will re-engage, instead of properly reactivating the deal they will add a new one. On the other hand some leads do not get properly closed and marked as dead and if a new lead gets submitted I would not that marked as duplicate. We want to keep proper track of dates and sources so we can get an accurate depiction of our marketing efforts, where our customers are coming from, and what sources are doing well.
- I asked the support on Drive what I can do in this case and was told there is nothing I can do. I'm forced to create a new deal now skewing the dates and not giving proper data to review. If a lead cannot be marked as duplicate either I will have an inflated number of bad leads and not have an accurate representation of what's happening in the store.