Centralized data management is key to effective lead management. Collecting leads into a centralized database allows for standardization of data to avoid loss of important information. This also enables tracking of lead sources and following up on leads from any marketing channel. Automating processes through business rules can further improve operational efficiency and response times by routing leads correctly and monitoring performance. Continuous analysis of lead generation, management costs, and which decision rules are most effective helps optimize processes and resources over time.

1. Lead Management Strategies
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2. Lead management
How to turn leads into clients

3. Marketing
Losses?
80%
80% of lead generation marketing
efforts are wasted and ignored by the
sales team
43%
43% of potential clients receive
information after buying from another
vendor
18%
18% of leads do not receive
information following a request
data source:

4. The time factor
The level of interest of a
Why? Duplicate data
Leads from multiple
potential client is
channels or collected
inversely proportional to
during different phases
the time that passes
create duplicate
from the moment the
information
request is sent
Loss of information
Incomplete data
Information coming
Data collected only
from multiple channels
partially does not allow
is not always
for leads to be used to
synchronized and
the best advantage
updated
Ineffective lead routing No Monitoring
Leads are not routed No analysis of lead
correctly based on the management and
request, location or other evaluation of
key factors performance indicators

5. Solutions
Centralized data management
Data collected by the marketing department is
centralized, processed and managed based on
predefined business rules
Cross-channel lead management
Use multiple channels to communicate with clients
and improve the user experience
Process automation
Automate the lead management process so as to
reduce human error, accelerate management
times and improve the process
Improved operational efficiency
Use software solutions and technology to improve
the efficiency of the sales team and lead
management staff
Analysis and control
Identify the most effective marketing channels and
performance indicators so as to constantly
improve performance

6. Centralized information management
Collect leads into a centralized database where they can be standardized so as to avoid
the loss of important information or the misalignment of key data
COLLECTION,
CONTROL, COMPLETION
AND STANDARDIZATION
OF DATA.
TRACKING OF THE
SOURCE CHANNEL

7. NON centralized information
An example of a non-centralized approach to lead collection where the first contact is
made by the distribution network:
Distribution network/
SALES
Contracts
No
t cl
ose
first contact d
sales process
When leads are managed directly by the distribution network:
- The company does not have full control over the leads. Data is not centralized
- The agent does not always manage requests rapidly
- The agent is not always able to perform effective lead management
- A non-centralized lead cannot be used in future upselling or marketing activities
- The company does not have a view of the lead from first contact

8. Centralized information management
An example of centralized lead collection, standardization and assignment to the
distribution network:
Contact center
Business decision and Agent
assignment rules
Agent
Leads Database

9. Centralized information management
The benefits of centralized lead collection compared to the distribution
network:
Immediate vision of key data
The data collected through all marketing channels or agents is standardized. The agent
gets an immediate view of all the leads that are generated
The data is standardized
The data collected is checked and information filled in automatically based on pre-defined
standards
Lead cataloging
The data can be cataloged more easily. No information is lost or fragmented
Application of assignment rules
Assignment rules can be applied and modified with ease and on the fly
Simplified post-request marketing activities
Centralizing the data means that follow-up on leads generated form any source can be
performed with ease

10. Multi-channel lead management
A multi-channel lead management process providing advanced communication with
users that:
- Uses social media to communicate
- Is available via the voice channel
- May be used for conversation
- Fosters the use of proactive information
Acme

11. Multi-channel lead management
An example of communication with the user during the lead management process:
The user fills out the information
request form on the web site
The request is received by the
contact center and assigned to
The user receives a notification that an operator
the request is being dealt with and that
an operator will be in touch shortly
The operator makes the call and
collects the information
The operator updates the status
of the request and assigns the
qualified lead to an agent for an
The prospect receives a text appointment
message reminder of the
appointment
After the appointment the agent
comes to the office and updates
the information

12. The social media channel
Integrating the social media channel into the lead management process means that leads
can be centralized and matched with existing client details
FanPage Lead Generation
FACEBOOK API/HTTPS
DATA CONTROL AND
DATA
MATCHING VIA A
STANDARDIZATION
CENTRALIZED DATABASE CLIENT
DETAILS

13. One2one via Twitter
Integration of Twitter for marketing messages and one2one qualification, managed and
personalized based on business rules
Followers
QUALIFICATION AS
FOLLOWER
DATA CONTROL AND
DATA
MATCHING VIA A
STANDARDIZATION
CENTRALIZED DATABASE
CLIENT DETAILS
from @acmellc
@jsmith: Don’t miss the TWITTER NOTIFICATIONS OF
opening of our new NY store. DM OR MENTIONS
Come along and get a free BUSINESS RULES
gift! http://bit.ly/ow02$3

14. Process automation
Apply business rules so as to automate process management and increase efficiency
This is possible when:
1) Leads can be traced from the start, regardless of the channel used
2) Tasks are routed to the relevant operators automatically
3) The company has a constant view of the lead management process status
4) Automated decisional rules can be applied via Business Process Management tools so as
to reduce management times and improve response efficiency
5) Events can be triggered automatically (e.g. generating a call at a call center) under certain
circumstances (e.g. if an agent fails to provide a response or receives a call outside office
hours) based on business rules

15. Process automation
A practical example of automated task assignment when a
request has been dropped:
CONTROL OF REQUEST
RESPONSE STATUS
Business rules IF THE REQUEST HAS NOT
BEEN DEALT WITH WITHIN
ESTABLISHED TIMES THE
LEAD IS AUTOMATICALLY
CRM/BPM ASSIGNED TO A DIFFERENT
OPERATOR/AGENT.

16. Process automation
How automating the Lead Management process helps solve problems and encourages
the application of best practices
Response times
Using advanced CRM and BPM systems allows for the application of decisional rules and
control over processes aimed at reducing response times. Lowering response times
increases the potential of transforming a lead into a client.
Resource optimization
Applying advanced Lead Management decisional rules means that resource availability
and workload can be monitored so as to better distribute lead management activities.

17. Improved operational efficiency
Using software solutions to improve the efficiency of the resources tasked with lead
management activities
Mobile applications
Agents and operators involved in the process can access the CRM platform even while
out of the office. This provides a significant reduction in latency times
Advanced CRM and BPM software for Lead Management
The contact center and sales agents are equipped with a CRM platform that functions based
on the dynamics of accurate multi-channel lead management
Trylet windows and mobile applications for the approval process
Using software solutions to accelerate and automate the lead management approval process
and assign leads

18. Analysis and control
Decisional and process automation rules can be progressively increased using business
analysis tools that enable deep examination of methods which then allows improvements
to be made to them
“Analyze the facts and speak with
the data” Ishikawa Kaoru
Lead generation and management costs
Verify the cost of generation and management of each lead coming from different
marketing sources
Identify the best performing decisional rules
Identify which business rules applied to the process perform the best and provide the best
results
Data analysis
Customized data analysis, e.g.: Territorial lead analysis, analysis of resources used,
resolution times, pipeline and routing rules

19. Analysis and control
Business analisys 1.3
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20. Lead management B2B/B2C

21. Lead management B2B2C

22. Service delivering

23. Our software for lead management
Pat Group: Presentazione Corporate it-1.01

24. More than 10 years of experience make InfiniteCRM one
of the strongest platforms for Customer Relationship
Management in Italian and international markets.
Not only CRM, but an advanced software solution used
by over 600 companies that have choosen us to give
value to their most important asset: their customers.
Today InfiniteCRM, now in its third release, is looking
ahead to new technologies: mobile, social media and
business process management services. For those
companies that strongly believe in technological
solutions that help them achieve their goal: leadership.
CRM goes mobile
Con oltre 10 anni di esperienza, oltre 400 installazioni in ambito internazionale e
giunto alla sua terza release, InfiniteCRM ha una marcia in più grazie alla sua
fruibilità nei device di ultima generazione.
Un CRM innovativo per le aziende che credono fortemente nelle soluzioni
tecnologiche per il raggiungimento del loro obiettivo: la leadership!

25. Features
SAAS On Premise
Secure Multi-channel 100% web Flexible Modular
Robust Easy to use Integrable Customizable Scalable

26. CRM goes mobile
Thanks to HTML5 technology, InfiniteCRM, on its mobile version, is usable on all the
latest devices, both Smartphone and Tablet. On iPhone OS and Android operating
systems.
InfiniteCRM Mobile supports Smartphones and Tablets based on Android OS (2.1 or higher) and Apple devices (iPhone / iPad) based
on the IOS system (preferably 4.0 or higher).
mobile

27. The evolved system integrated with InfiniteCRM to provide interactive support in self service
mode.
It uses the new semantic framework
and knowledge acquisition engine
to guarantee 24/7 continuos
support, lead generation and cross-
selling action through interactive
chatbox or a digital assistant,
reducing the cost for the first level
customer support.
Process modeler
Braininteractive has a powerful
Disegna i processi di bussiness
semantic engine, it applies state of
a livello logico Self learning while working, Greatly reduces the response time
the art technologies to create a
improving its capability to provide by resolving automatically tickets
proactive and effective dialog
self service support. in 24/7 enviroment.
with the user.

28. Native Business Process Manager that extends the capability of InfiniteCRM by allowing
service orchestration and complex lead management processes.
Brainbusiness is the native PBM platform for
InfiniteCRM. It has been carefully crafted to
manage and automate your key ITSM processes,
greatly improving efficiency and helping to fill the
IT gap.
AUTOMATION CONTROL
REDUCED LATENCY ERROR REDUCTION
PERFORMANCE
INTEGRATION
BOOST

29. Pat Group is the Italian company that has contributed to the success of more
Ensure effective than 600 Italian and international companies for over 20 years by creating
solutions for your software solutions to improve their businesses, their information processes
and to manage their most important asset: the customer.
business processes.
Our goal is to provide to each organisation, public and private, solutions and
Your leadership. software tools to improve the acquisition of new customers, offering tools for
Our mission. multi-channelled customer care and automating the management of
corporate IT processes.
Pat Group: Corporate en-1.00

30. Milan
Treviso
Rome
3
Branches
12
Countries in which we operate
20 15k
Years of experience Active licenses
3 613
Patents filed Active clients
Skills, experience and quality Constant growth that We strongly believe in Companies and
resulting from a journey that rewards our commitment to research to stimulate organisations that have
started in 1992 seek excellence innovation chosen us as their
technological partner
Pat Group: Corporate en-1.00

31. web www.pat.it twitter @patgroup
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