How to route leads based on ownership - Salesforce

Leadmonk allows you to automatically assign meetings to the owner if a lead/contact/account is already owned in Salesforce. This can be useful for routing returning leads or customers from companies that you already have a relationship with.

Salesforce requirements for ownership routing

• You'll need Salesforce Enterprise or higher edition.
• You'll need Salesforce admin privileges.
• The person who will be using Leadmonk must have a Salesforce account.
• The email address that the person uses for their Leadmonk account must be the same email address that they use for their Salesforce account.

How to create an ownership routing queue

To route leads based on ownership, you will need to create a new queue with the algorithm "Allocate based on ownership". You can do this as shown below:

Once you have created the queue, you will need to enable the assignment rules by selecting 'Salesforce' as shown below.

Lead Ownership Routing

If you want to route invitees based on existing lead ownership in Salesforce, you will need to enable the Lead Ownership switch. Leadmonk will then check for a lead with an email address matching the invitee email address in Salesforce. 

If it finds a matching lead and the lead owner field is filled and the owner is a Leadmonk user, then the invitee will be routed to that user and their calendar will be shown to the invitee to schedule a meeting.

If the lead owner field is empty or the lead owner is not a Leadmonk user, then the lead ownership routing rule will be skipped.

Contact Ownership Routing

If you want to route leads based on contact ownership, you will need to enable the Contact Ownership switch. Leadmonk will then check for a contact with an email address matching the invitee email address in Salesforce. 

If it finds a matching contact and the contact owner field is filled and the owner is a Leadmonk user, then the invitee will be routed to that user and their calendar will be shown to the invitee to schedule a meeting.

If the contact owner field is empty or the contact owner is not a Leadmonk user, then the contact ownership routing rule will be skipped.

Account Ownership Routing

If you want to route leads based on account ownership, you will need to enable the Account Ownership switch. 

Now you have two options for account identification in Salesforce for ownership routing. They are:

Option 1: Find Account with Matching Contacts
This option searches for an account in Salesforce with at least one contact whose email domain matches the lead's email domain. If multiple accounts qualify, the one with the most matching contacts takes precedence.

Option 2: Find an Account with Matching Website
This option searches for an account in Salesforce whose website domain matches the lead's email domain.

Check CRM actions page to know more.

If Leadmonk finds a matching account and the account owner field is filled and the owner is a Leadmonk user, then the invitee will be routed to that user and their calendar will be shown to the invitee to schedule a meeting. The company owner will also be updated as the contact owner in Salesforce.

If the account owner field is empty or the account owner is not a Leadmonk user, then the account ownership routing rule will be skipped.

Order of Ownership Rules

The ownership routing rules are checked in the order that you specify in Leadmonk. This means that you can prioritize one ownership rule over another. For example, you may want to prioritize contact ownership routing over company ownership routing.

You can assign the ownership queue to an inbound router as shown in the below example.

Benefits of Ownership Routing

There are several benefits to routing leads based on ownership:

• It can help to improve the customer experience by ensuring that leads are assigned to the sales representative who is most familiar with their account.
• It can help to increase the conversion rate by ensuring that leads are followed up with promptly and effectively.
• It can help to reduce the workload on sales representatives by automating the lead assignment process.

When to Use Ownership Routing

Ownership routing is a good option for businesses that have a large number of leads or that have a complex sales process. It is also a good option for businesses that want to improve the customer experience by ensuring that leads are assigned to the most qualified sales representative.

Here are some examples of when you might want to use ownership routing:

• When a new contact from a company that you already have a relationship with submits a demo request form or contact us form.
• When a lead returns after 6 months and schedules a product demo again.
• When a lead submits a second contact form to request for something else.

If you are unsure whether or not ownership routing is right for your business, you can contact Leadmonk support for assistance.

Check the Salesforce Integration help page to know more about the integration settings.