Clients submit business requests via a CRM webform. Due to business specifics clients may submit several requests over time, so webform settings do not perform a duplicate check automatically. By the same reason, automatic duplicate check on the Leads pipeline itself also turned off.
However, processing of submitted requests may be delayed quite often (for example, a client lost interest or doesn't explicitly communicate back to the business on matters of their request). The Leads pipeline contains a stage which is dedicated to keep these Leads on hold until business/client is ready to move on. Waiting time is uncertain and may last for months. Sometimes clients who already have a request in the pending stage may submit a new request.
In this case the system creates a new Lead while the business is extremely interested in closing the previous request.
Implementation result
A special handler was designed and deployed, so:
- Whenever a new Lead is submitted, scripts perform a thorough search on the pending stage for any previous requests from the current requester.
- If none found, this new Lead is allowed to be. If any duplicate found, the new Lead is merged into the old Lead (fields and merge rules are discussed in advance).
- The old Lead is brought back into the beginning stage of the Leads pipeline.
- Responsible managers are informed about changes on the pipeline.
For more features and additional information, please, don't hesitate to contact us: sales@webbee.co.nz