We've mentioned on countless occasions the importance of having a Smarketing SLA. In this article we provide instructions to create your first sales SLA report in Salesforce.
While other CRM will soon be documented, the focus of this "how to" is really on setting up Salesforce and building Sales SLA reports to measure the consistency of your SDR team's follow up.
To create the SLA Report, you'll need to have the right information available at the Lead level. The overall idea is to create a “Time to Touch” field on the Lead object. Whenever that field's value is 0, the lead was never touched. This means that your reps never got to reaching out to that lead (or that it wasn't tracked). Whenever the field value is greater than 0, the lead was touched and the field value will is the time difference between the lead creation date and the date of the first touch. We’ll be considering activity completion dates to achieve this. Activities can either be Calls, Emails or Meetings (but you can easily customize this list). This tutorial leverages Rollup Helper, which is a free app on the AppExchange marketplace and a great way to get started without building custom computations or ETL.
Install Rollup Helper from the AppExchange
Create the following custom fields at the Lead Level:
Create a custom filter with the following criteria: Name = Sales Touches
There you have it, you can now start measuring your average, min/max time to contact leads based on channels, reps... This is the first step to being able to identify the biggest areas of improvement for your SDR team. Want to learn more or need help, please do reach out here
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