Improve Time to Response

SLA Automation

Take speed-to-lead and SLA management to a whole new level!  LeanData can now hold records midway through your process until specified conditions are met or a defined time-limit expires.  Once each record passing this node meets the conditions or the time limit expires, LeanData will direct the record to the next node in its path. What’s also great? This node unlocks new time-tracking functionality mentioned in the next feature.

Use Cases:

• Hold a record until Lead Status changes to “Working”, otherwise, exit the node after 2 hrs for reassignment to a different ADR.
• Hold a record until the Lead Status changes to “Qualified”, and when it does, route the record to an AE and notify them to engage.
• Hold a record until enrichment is complete, and once complete, continue through the process.

How is this different from the Time-Based Node?

• The existing Time-Based node will hold records for a specified time period before checking if the record meets any specific conditions. This requires the full time to elapse for each record. 
• In contrast, the new Hold Until node enables each record to be released from holding as soon as the conditions are met, or remain in holding until the time elapses.

Please Note: Time-Based Nodes will continue to function as-is within your graph.  You will not be able to add new Time-Based Nodes to the graph once you have upgraded to this version of LeanData.  Please contact LeanData Support to enable the ability to add new Time-Based nodes to your graph.

• Accessible in FlowBuilder in the Node Menu under Track & Report

 

Time-to-Response Tracking 

Easily measure the time it takes for specific actions to take place within your process. The Hold Until node, mentioned above, includes Time-to-Action tracking capability that you can report on from directly within Salesforce. LeanData will automatically track the date/time of when a record enters a Hold Until node, and when it exits the node. LeanData will calculate the duration that the record was held for (“Time-to-Action”), so that you can use it in your reporting.

Additionally, if the option to “evaluate while the owner is working” is selected, LeanData will only reference the in-office hours of the record-owner when calculating the expiration time and the “Time-to-Action”. 

Use Cases:

• Report on follow-up times by rep and source
• Track SLA compliance across various groups using information on the record or related record, such as segment, score, campaign membership, and more. 
• Identify bottlenecks in the sales process to then improve the buyer experience.

This new feature is accessible through native SFDC reporting functionality after you set up Custom Report Types on the new “Time-to-Action Tracking” object.

 

Log Mapping & Metrics

You can now measure pipeline velocity more easily! At the time of routing a record, you can now stamp the record’s field values onto the Log object. This enables you to determine how long records held specific values, such as Lead Status or Opportunity Status. In addition to measuring performance, you can also easily identify bottlenecks in your process or which reps might need coaching to help their deals progress faster. 

Example: Stamp the record’s status into a Log at the time of assignment.  At the end of every month, report on the number of Leads that have changed status since assignment.  In addition, capture and view custom field values at the time of routing on LeanData Audit Logs. 

Routing Metrics Mapping is accessible under Routing > Object > Routing Metrics Mapping.

 

Audit Log Revamp

Introducing a new and improved Audit Log Search Experience! You can now find specific entries more easily by searching the log by Territory Segment, Pool, New Owner Name, and/or Previous Owner Name. You can then copy a shareable link of your search results to send to a colleague, or copy and share a link to the entire log.

This new feature is Accessible in Routing > [the object of interest] > Audit Logs. 

 

Tagging Audit Logs

As an Admin, you can now quickly find and resolve any issues with Lead-to-Account Tagging. Easily review logic to determine gaps in your tiebreakers, so that you can quickly update them to meet the needs of your organization. The Tagging Audit Logs enables you to identify any records with tagging failures and review logic used to determine the best matched Account for Tagging.

Example: A Lead is not tagged with an Account in your org, but there’s a suggested Account listed in the View. To dig deeper into this issue, the Admin checks the Tagging Logs CSV and realizes there’s an error - a validation rule has prevented LeanData from updating the Tagged Account field!

You can enable Tagging Logs within your Tagging Settings.

 

List Analyzer: Add User Names to Output 

Analyze lists for matches more easily by adding users’ names directly to the CSV output. In the past, you had to insert the User ID and then use formulas to pull the names into the CSV. Now, you can choose to add the User Name (instead of the User ID) directly to the CSV output, reducing manual work and time spent on this analysis.

This new feature is accessible in Matching > List Analyzer > Matched Object Fields.

 

LeanData Job Status

Ever wonder if LeanData is currently running an active job? You can now view the LeanData Job Status while you are working in the app! LeanData will continually display the status of the current job at the top of the left sidebar, so you are always in-the-know. You can click into the job status to read more details in the Help Center, and also to view any suggested resolution steps.

 

 

Additional Routing Enhancements

Reference Account Activities for Routing

You can now route with even more Account context within Advanced Routing! Within the “Related Activity (RA)” , Match Nodes, you can now reference Activities related to an Account when routing Contacts, Opportunities, or Cases. This can help you make more contextual decisions when updating records or selecting the best owner for the record.  

Example: A Case is created by your customer and picked up by LeanData Case Router.  LeanData can check the recent Account Activities and assign the Case to the Support Rep who had the most recent conversation with that Customer. 

This new feature can be found within the “Related Activity (RA)” Match node in FlowBuilder, within Contact Routing, Opportunity Routing, and Case Routing.

 

 

Auto-Unlock Graphs

In an earlier release, LeanData added functionality to protect graphs from concurrent editing, so that you could prevent unexpected overwrites. Now, LeanData will unlock the graph for others to edit after 2 hours of inactivity.

Example: Admin “A” opens a graph to edit, but gets pulled into back-to-back meetings and activities before finishing their work.  But Admin “B” needs to make edits!  Previously, this graph would have been locked until Admin “A” returned and finished their edits. Now, the graph will become auto-unlocked for Admin “B” to modify after Admin “A” has been inactive for two hours. 

 

Merge Fields in Notification Subject Lines

Keep your team alert and more productive! You can now include merge fields in the subject line of email notifications that get sent via the "Send Notification" node. This can help your team quickly understand what each notification is about, such as a specific person, account, or segment. By adding merge fields to the subject line, your team could also take advantage of more precise filtering rules in their email inboxes so that they can stay better organized and never miss an important notification.

• Available in FlowBuilder > Send Notification Node
• Available in FlowBuilder > Action Nodes > Success/Failure Notifications

 

Multi-Graph is Now Available!

Managing processes across a large organization comes with many challenges: 

• Highly-complex graphs that are time-consuming to manage
• Frequent changes to team structure requiring constant adjustments to Round Robin pools and Territory assignments
• Administrative bottlenecks that delay any process adjustments, which are needed for adapting to the market or troubleshooting routing errors

With LeanData Multi-Graph, you can now assign unique process flows, Round Robin Pools, and Territories to separate business units, however you choose to define them. Each business unit can also independently manage those features, without impacting other teams. This reduces the workload on your Admin team by enabling business users with a self-service model and simplifying the business logic in each of your graphs.

For more information about how Multi-Graph can help your organization be more agile, contact your account manager or customer success manager today!