New Tab

This lesson explains how to process a new Lead opportunity.  You will be able to view Customer information and Lead opportunity details from this tab, you will also be able to call the Customer and schedule the Service Appointment. It is important that you contact the Customer on New Leads immediately and schedule Service Appointment
Note: Leads are not Service Orders. They are opportunities for you to work directly with the Customer to arrange appointments, scope/quote potential opportunity, and earn their business.

1. ServiceLive Dashboard – Lead Order Statistics:
   • Active Leads = Leads that are in New, Working or Scheduled statuses.
     • New = Leads that have just been received and require action. It is important to contact Customer as soon as possible.  Doing so within 5 minutes of receiving Lead will give Provider Firm a better chance of earning their business.
     • Working = Leads where an attempt to contact the Customer has occurred but Provider Firm still needs to contact Customer to schedule appointment.
     • Scheduled = Leads that have an appointment with Customer scheduled.
   • Inactive Leads = Leads that are in Completed, Canceled, and Stale.
     • Completed = Leads where service has been performed and completed.
     • Canceled = Leads that have been canceled by Provider or Customer.
     • Stale = Leads on which action has not been taken for 22 days or more.
       Note: Number indicates the number of Leads in each status.  To access Leads, click on number next to that status OR from click on Leads Management Tab.
       
   • Total Leads = Total number of Lead opportunities Provider Firm received.
   • Conversion Rate = Number of Leads completed out of number of Leads received.
   • Avg.Response = Time elapsed from receiving Lead to responding.
     
2. Navigate to New tab:
   • Click on New link from ServiceLive dashboard.
     
   • OR click on    tab.
     
   • Click on    tab.
     
   • All your New Lead Opportunities will display.
     
3. View Lead Opportunity Details:
   • Lead Contact Name
   • Lead Service Request Id #
   • Lead Contact Phone Number
   • Service Order Details
   • Flag (Same Day, Urgent or No Flag)
   • Date and Time Lead Service Request Posted
     
   • OR click    button to view more details.
     
   • Lead Name and Contact Information
   • Lead Service Request Id #
   • Date and Time Lead Service Request Posted
   • Lead Info
   • Lead Status
     
4. Call Customer – Customer is Available:
   Note: If customer is not available skip to step 5.
   • Click on    button.
     
   • Lead Opportunity Details:
     • Lead Contact Name
     • Lead Contact Phone Number
     • Lead Project and Skill
   • Click on   tab to indicate that the customer was available.
   • Click on    or    button to indicate if work still needs to be done.
   • Click on drop down arrow labeled “Outcome of the call” and select appropriate choice.
     Note: Drop down choices will vary depending on if work still needs to be done.
   • Click on    button.
     
   • Lead Opportunity will now be marked as a Working Lead and can be found in the Working Tab via Dashboard or Leads Management Tab.
     Note: If you select “Scheduled appointment for site visit”, you will automatically be prompted to enter the scheduled visit appointment date you set up. Skip to step 6 for more details.
     
5. Call Customer – Customer Not Available:
   • Click on    button.
     
   • Lead Opportunity Details:
     • Lead Contact Name
     • Lead Contact Phone Number
     • Lead Project and Skill
   • Click on    tab to indicate that the customer was available.
   • Click on drop down arrow labeled “Select an outcome” and select appropriate choice.
   • Click on    button.
     
   • Lead Opportunity will now be marked as a Working Lead and can be found in the Working Tab via Dashboard or Leads Management Tab.
     
6. Schedule Appointment:
   • Click on    button.
     
   • Click in field labeled “Date” and select appropriate Service Appointment date.
   • Click on first drop down arrow labeled “Time Window” and select appropriate beginning time for Service Appointment.
   • Click on second drop down arrow labeled “Time Window” and select appropriate ending time for Service Appointment.
   • Click appropriate button to select reason for Service visit.
   • Click on    button.
     
   • Lead Opportunity will now be marked as a Scheduled Lead and can be found in the Scheduled Tab. Refer to Scheduled Tab lesson in Leads Management course for more details.
7. Mark Lead as Inactive (Cancel):
   • Click on    button.
     
   • Click on drop down arrow labeled “Select a Reason” and select appropriate choice.
   • Click on    button.
     
   • Lead Opportunity will now be marked as a Canceled Opportunity and can be found in the Canceled Tab via Dashboard or Leads Management Tab.