Many team members can work on a program. The lead assignment process in programs can be automated, so your associates receive the right lists quickly. FanThreeSixty intelligently prioritizes team members’ existing account rep relationships with their fans (based on data from your ticketing system), but you have options over how strictly you want to control it.
Whether assigning leads in a new Program, or reassigning in an existing Program, all of this can be done in the Program builder.
Assigning Leads in a Program:
In the Program builder, select the reps that you want to work on the program. Reps are listed with their account rep type, so make sure to select the rep type you want.
Tip: If you need to remove an account rep, click the “x” next to their name.
Enter the number of leads you want each account rep to have at a time. To assign all the leads at the start of a program, ensure that your numbers add up to the total number of fans in the program. Alternatively, you can throttle lead assignments and only send portions of leads at a time. Your team members will automatically get more leads as they work through their list and move their existing leads out of the program’s starting status. They will never have more than the specified number of leads in the starting status.
You have the choice to only honor existing relationships <link to knowledge center doc>. If you check this box, a team member will never be assigned a fan who is assigned to a different account rep in your organization (based on the relationships established in your ticketing system). If you leave the box unchecked, the program will prioritize leads with existing relationships, but then will distribute unmatched fans among the reps that are currently in the program.
Tip: You can change this selection at any time. If you change it while a program is active, it will only apply to leads assigned from that point forward.
When you activate the Program, leads will be assigned to the program’s reps according to any existing account rep relationships. Once each rep’s quota has been reached, the assignment will pause.
When a rep updates one or more leads by updating their starting lead status, more leads will be assigned until the quota is reached again.
The rep will not receive any more leads when:
All leads in the program have been assigned
“Only honor existing relationships” is checked and all that rep’s fans have been assigned
You set that rep’s quota to 0
How are leads distributed to reps in a Program?
FanThreeSixty uses the existing links between account reps and fans to prioritize its automatic leads assignment. These relationships are created and maintained either in a source system such as ticketing or on the FanThreeSixty fan profile.
Managing Reps and Leads in an Existing Program:
If you want a rep to stop getting more leads, you can change that rep’s quota to 0.
If you want to remove a rep from a program completely, you can click the “x” next to their name when you’re editing the program. That rep’s leads will become unassigned. The fans’ lead status and any touchpoints logged up to this point will be maintained. They will then be redistributed to the remaining reps, following the quotas you have set up.
Leads are automatically assigned to team members in the Program. But if you need to make adjustments, you can reassign leads from the Program's fan list.
On the Program’s fan list, select the fan(s) you want to reassign and click the reassign button at the top of the list.
You can choose from any of the team members in the program. These leads will be added to the selected team member’s fan list.