"TO/Turnover" is usually used to describe a process in the "physical" showroom where a manager gets involved in the deal to help move it forward. With less customers walking through the front door of the physical showroom, we have more and more customers engaging in our "Virtual Showroom" (aka the CRM) that need a touch from a manager to help the salesperson move forward when they get stuck.

We use the @mention feature for salespeople to tag managers in a note to ask for help on a deal (basically, a TO/Turnover in the CRM). It's great that we can do this much, but we want to make the CRM TO process easy AND have the ability to track how well this process is performing (e.g., "did the manager take action on the customer after they were tagged in the deal?"). We can't really do this, because DriveCentric doesn't have any reporting/insights available to see how well this process is working or where it might be breaking down. We (as I'd imagine all dealers) want to have more manager involvement in our follow-up processes in the CRM, but we don't have any available data/features to enforce accountability and track CRM TO performance.

To solve this: Instead of trying to build new reporting around deal notes/mentions/touchpoints data points, we'd like to build a new feature/dash. We are requesting a new pipeline function called "TO/Turnover" that functions like the Snooze feature. We'd have a new Customer Card Actions button that says “TO” that works like the Snooze feature and has its own area/dashboard on the bottom of the home screen pipeline (just like Snooze) as a bucket for holding customers needing manager TOs in the CRM. Managers would get a notification when a salesperson puts a customer in the TO bucket, and then the manager can perform the TO and it resets the customer to the appropriate deal stage (like when we unsnooze a deal). The customer card color could change to a different shade (just like snooze turns it purple) until the TO has been performed. The TO dashboard would have some kind of reporting/stats that shows how many TOs each manager has completed in the selected date range, and how long our average TO response time is. There are other helpful reporting metrics we could tie into it, like how many TOs directly resulted in an appointment/show/sale, which salespeople are requesting TOs, which managers are performing the TOs, etc. These data points could either be directly incorporated into the TO dashboard (like the Live Dashboard) or they could be built into a new separate report.

I've attached a simple mockup of what this could look potentially look like.

Getting managers involved in the CRM follow-up process as quickly as possible when a salesperson gets stuck is critical to excellent performance, and we want to make the CRM TO process simple AND trackable. This would be a very useful feature for streamlining teamwork between the salespeople and the managers, and would provide better visibility into how often (and how successfully) our managers are getting involved.