Sales Follow Ups is broken. At least, it's really bloody hard to implement consistent follow up in the current state of things. We all believe that, " Irrespective of the Lead being cold or warm, if you are not diligent in following up, the contact is at risk of going cold at any point in the conversation or transaction." The thing is that we've gone & made it hard to follow up. Check out what I mean. Tell me if you agree that these 2 problems are making it harder to follow up.
A. Creating task is irritating.
B. Task Pop -up is disturbing.
A. Creating Task is Irritating.
When you make 30 dials you get 50% who do not pick your phone. When do you call them next? Today evening or tomorrow morning? What if he does not pick the 2nd call? Will you not like to email them? What should you email them ? How many times should you follow up? Once or six times. Would you follow up six times within half an hour or 7 days. All these answers have to be in the mind of the telecaller and then lets look into ideally what are the steps needed to keep the task updated.
1. Click through the lead record to call in CRM or in Excel.
2. Dial the number.
3. Create a task in the CRM that the number is busy. ( in the meantime you miss a pop up task to complete) or write in diary or excel.
4. Save the task.
5. Compose an email.
6. Send the email.
7. Create a task in the CRM or excel or diary.
8. Categorize the task as email sent.
9. Copy and paste the email into task to remind you what you have sent.
10. Save the task so that you can show managers what you have done in the day.
11. Create a new task in the CRM/excel/diary to follow up in two days.
12. Save the task.
Remember , this process occurs every time the sales person knocks a potential prospect. The process might be conducted 50 times per day!
B. Task Pop Up is disturbing.
Now imagine while people working and they have a pop up for a task. You are mentally disturbed. Do you appreciate people knocking you while you are working? Or what's up noise while you are working? Imagine that happening throughout the day? Would not that hamper your productivity.
Also the design of pop up task, is such that you do not get all the information about the follow up. So you see managing follow up is broken.
In fact follow up is of two kinds. Connected/Not connected. So I tried calling 10 people and 4 people picked the phone and talked and 6 people who did not pick the call. The task for those who picked the call is called connected follow up task. And the task for those who did not pick the call is called not connected follow up. The not connected follow is lot repetitive and mechanical. Why not automate the task creating for not connected follow ups? When ever the task is repetitive and mechanical , computers can perform such task better than people.
Apart of this the front end design of the CRM is not suited for follow up. Let me share an example. When you write a pending task on the note book , which of the below way you would like to write:
a. Ajay Bhatnagar to call.
b. Rajiv jain to call for walk in.
c. Ravi Baid to email for filling the form.
d. Deepak to call.
a. To call Deepak, Ajay.
b. To call for walk in : Rajiv Jain, Dsouza, Rajeev etc.
c. To email for form filled: Ravi BAid.
Mostly the answer is the second option. Whereas CRM is designed as sample One. The fault is not of CRM. The problem is that we are expecting too much from the CRM. When you ask too many things from one person, you will get jack of all trades but master on none. CRM has a different purpose and very integral might be : a system of records etc..but it is not meant for managing follow ups. Neither diaries nor excels are designed to manage to follow up tasks. I can share world-renowned reports be it Tech Crunch or etc.. which clearly says that salesforce is not designed for follow up management. That is the reason Salesforce is investing in companies and integrating with them for customers to manage follow ups better.
We looked into all these things while planning to design a platform that is the only master of one thing and poor in all other things. An expert in sales follow up management tool.