If someone calls for service, it makes a lead and then makes up info that the customer did NOT say, like I'm interested in your inventory. Not true. They called to make a service appt.
Shelby Parker
Thanks for flagging this, Keith Wills — totally hear you, and that’s definitely not the experience we want (especially if it’s attributing intent the caller never stated). To help us narrow this down: when someone calls to schedule service, what would you expect DriveCentric to create or update instead of a sales lead (e.g., a service appointment, an existing customer/service record update, or simply a call log)? And is the bigger issue the call being classified as a sales lead, the system populating inaccurate fields like “interested in inventory,” or both? Lastly, are you seeing this on every service-related call, or only certain ones (specific source/number, routing, or agent)?
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Keith Wills
Shelby Parker
They are calling our main number. I can even read the transcript yet it creates a sales lead. This customer has been marked bad before. Check the customer history/activity. Here is the transcript...
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