Modified CRM Round Robin

[Tallcool1]

I am wanting to implement some type of a "Merit Based" Round Robin in my CRM.

Say a store has 5 sales people and no BDC. All incoming leads go directly to the sales staff. 3 of the sales people do a great job of following up and rarely have more than a few open tasks in the system.

Sales Person 4 does a decent job, but not stellar by any means.

Sales Person 5 is horrible. He will do the bare minimum, usually does most follow up in 1 day each week, doesn't keep very good notes, etc..

A Round Robin will distribute leads equally among these 5.

I want to implement a Merit Based system where Lead Distribution is based upon the sales person CRM performance. I want the sales people that are the most likely to convert a lead to get more of them. That is not to say that #4 and #5 should get absolutely none. Just less.

Is anyone using this type of logic?
How are you scoring your sales people?
Does it work?

Please limit responses to the question. I understand that CRM Usage should be a condition of employment. This is not for my own store. It is for clients. These clients really don't need me to tell them to fire #5.

 

[Richie K]

Which CRM are you using? We use Tekion. Our UCM assigns leads manually.
We have two main salesmen. One is a go-getter, and the other does the bare minimum. Sometimes our go-getter doesn't follow up as he should, but he still outperforms the other guy. We don't use RR to assign the leads. Although, in a sense, our UCM assigns based on merit. The go-getter always gets more leads, even when he is off.
I just checked our CRM and I don't see any settings that might assign leads based on merit.
The closest we can get, is to automatically assign leads based on past relationships, or if the assignee fails to answer the leads within a certain amount of time the CRM will automatically re-assign the lead to the next person. This is with a RR setting.

I will keep this in mind to ask our Tekion tech because I can see some advantage to having it. In theory, it could incentivized the slackers to do better.
I'd love to see what you come up with.

 

[Tallcool1]

Which CRM are you using? We use Tekion. Our UCM assigns leads manually.
We have two main salesmen. One is a go-getter, and the other does the bare minimum. Sometimes our go-getter doesn't follow up as he should, but he still outperforms the other guy. We don't use RR to assign the leads. Although, in a sense, our UCM assigns based on merit. The go-getter always gets more leads, even when he is off.
I just checked our CRM and I don't see any settings that might assign leads based on merit.
The closest we can get, is to automatically assign leads based on past relationships, or if the assignee fails to answer the leads within a certain amount of time the CRM will automatically re-assign the lead to the next person. This is with a RR setting.

I will keep this in mind to ask our Tekion tech because I can see some advantage to having it. In theory, it could incentivized the slackers to do better.
I'd love to see what you come up with.

It is actually my own CRM Company.

The way that you are doing it (in my opinion) is ideal. The UCM manually assigns based upon whatever criteria he sees. Maybe the next guy up is out on a delivery or has a customer with another one waiting. Maybe he looks and seed 35 open reminders/tasks and says nope, not making that number into a 36. The problem is that most Independent Dealerships don't have someone sitting around at all times to handle the assignment of leads.

In my own dealership, the sales people keep up with their reminder and tasks (which of course they would because I own the CRM Company). We don't use Round Robin in my store either. The sales people simply communicate with one another and know who is next. They will pass sometimes because they know that they have a customer out on a test drive or whatever reason. Any lead form that comes from a Contact that is already in my CRM automatically flows to the employee that is already attached to the Contact Record.

I appreciate the comment. I like the way that you handle it. It may not be perfect but it is in the best interest of the dealership.

 

[Ryan Everson]

It is actually my own CRM Company.

The way that you are doing it (in my opinion) is ideal. The UCM manually assigns based upon whatever criteria he sees. Maybe the next guy up is out on a delivery or has a customer with another one waiting. Maybe he looks and seed 35 open reminders/tasks and says nope, not making that number into a 36. The problem is that most Independent Dealerships don't have someone sitting around at all times to handle the assignment of leads.

In my own dealership, the sales people keep up with their reminder and tasks (which of course they would because I own the CRM Company). We don't use Round Robin in my store either. The sales people simply communicate with one another and know who is next. They will pass sometimes because they know that they have a customer out on a test drive or whatever reason. Any lead form that comes from a Contact that is already in my CRM automatically flows to the employee that is already attached to the Contact Record.

I appreciate the comment. I like the way that you handle it. It may not be perfect but it is in the best interest of the dealership.

I like it, a next up system, but for lead assignment.

Could use AI modeling to come up with an always learning lead distribution system.

As we all know, different salespeople excel with different lead sources - marketplaces, dealership websites, trade tools, etc.

The same goes for preferred vehicle classes and body styles. Some salespeople specialize in trucks, while others might excel in selling EVs.

The list of variables goes on, including many that may not be obvious to the human eye but could be easily identified by an unbiased AI model.