Speed-to-Lead - Project Details / Task List
Tag: speed-to-lead
Total Hours: 75h
Structure: Multi-Milestone (>50h)
Milestone 1: Speed-to-Lead - 1. Discovery, SLA Design & Configuration
Tag: speed-to-lead
Description: Assess current lead flow, identify bottlenecks, design SLA framework, configure routing automation, and build dashboards
Hours: 53h
Task List: (Speed-to-Lead) 1. Discovery & SLA Framework
Contains: Parts 1-2
| Task | Est | Description |
|---|---|---|
| 1. Map Current Lead Flow End-to-End | 3h | Document how leads currently flow from capture to first sales touch across all systems. End state: Visual process map showing every handoff point and system involved. • Identify all lead sources (web forms, chat, paid media, events, content syndication) • Trace lead path through MAP, CRM, and any routing tools (Chili Piper, LeanData, etc.) • Document each system handoff and data transformation point • Note where manual intervention is required vs. automated • Create swimlane diagram showing marketing, RevOps, and sales touchpoints |
| 2. Measure Current Lead Response Times | 2.5h | Establish baseline metrics for how long leads currently wait before first contact. End state: Quantified baseline showing actual response times by lead source and segment. • Pull lead response time data from CRM for last 90 days • Segment by lead source (demo request vs. content download vs. event) • Calculate average, median, and 90th percentile response times • Identify which lead types have longest delays • Document current SLAs (if any exist) and actual performance against them |
| 3. Identify Bottlenecks and Delay Sources | 3h | Pinpoint specific causes of delay in the lead management process. End state: Prioritized list of bottlenecks with estimated time impact of each. • Analyze where leads queue longest (system transitions, assignment, follow-up) • Check for data quality issues causing routing failures or manual intervention • Review enrichment processes for delays (batch vs. real-time) • Interview 3-5 sales reps/BDRs on pain points and perceived delays • Interview 1-2 marketing ops team members on lead handoff challenges |
| 4. Define Intent-Based Lead Segmentation | 2.5h | Create lead categories based on buying intent signals to enable differentiated response time targets. End state: Documented lead segmentation model with clear criteria for each tier. • Define high-intent indicators (demo requests, pricing page visits, competitor comparisons) • Define medium-intent indicators (content downloads, webinar attendance) • Define low-intent indicators (general newsletter, trade show booth scans) • Map existing lead scoring to intent tiers (or design scoring if none exists) • Document routing priority for each segment |
| 5. Establish Response Time SLAs by Segment | 2h | Set specific, measurable response time targets for each lead segment. End state: Documented SLA framework approved by sales and marketing leadership. • Set SLA for high-intent leads (recommend 5-10 minutes) • Set SLA for medium-intent leads (recommend 1-4 hours) • Set SLA for low-intent leads (recommend 24 hours) • Define what constitutes "response" (call attempt, email, meeting scheduled) • Get sign-off from VP Sales and VP Marketing on SLA targets |
| 6. Design Optimized Routing Logic | 3h | Architect the routing rules that will get the right lead to the right rep at the right time. End state: Documented routing logic ready for implementation. • Define routing criteria (territory, account ownership, round-robin, capacity-based) • Design escalation paths when assigned rep doesn't respond within SLA • Plan for edge cases (no territory match, existing account, named accounts) • Map rep capacity and availability considerations (PTO, working hours) • Document fallback routing for after-hours and overflow scenarios |
Task List: (Speed-to-Lead) 2. Configuration & Dashboards
Contains: Parts 3-4
| Task | Est | Description |
|---|---|---|
| 7. Configure Lead Routing Automation | 4h | Implement automated routing rules in the routing tool (Chili Piper, LeanData, or native CRM). End state: Leads automatically route to correct rep within seconds of creation. • Build routing rules based on approved logic document • Configure assignment priorities and weighting • Set up account matching to route to existing account owners • Configure round-robin pools with availability/capacity settings • Test routing with sample leads across all segments and territories |
| 8. Implement Real-Time Enrichment Pipeline | 3.5h | Ensure lead data is enriched before routing to enable accurate assignment and rep context. End state: Leads enriched with company/contact data in real-time before assignment. • Configure enrichment tool (ZoomInfo, Apollo, Clearbit) for real-time firing • Map enrichment fields to CRM fields (company size, industry, tech stack) • Set fallback values for leads that don't match enrichment databases • Test enrichment latency to ensure it doesn't delay routing • Verify enriched data flows correctly to rep views |
| 9. Build SLA Tracking Fields and Automation | 4h | Create the data infrastructure to measure and enforce SLAs. End state: CRM captures timestamps and calculates SLA status automatically. • Create timestamp fields: Lead Created, First Assigned, First Touch Attempt • Build formula/workflow to calculate response time in minutes • Create SLA Status field (Met, At Risk, Breached) • Configure real-time alerts when leads approach SLA breach • Set up automated escalation when SLA is breached (reassign or notify manager) |
| 10. Configure Rep Notification System | 3h | Ensure reps are immediately notified of new lead assignments through their preferred channels. End state: Multi-channel notifications that reps actually see and act on. • Configure email notifications for new lead assignments • Set up Slack/Teams notifications for real-time alerts • Configure mobile push notifications if available • Include lead context in notifications (name, company, intent signal, SLA countdown) • Test notification delivery speed and visibility with pilot reps |
| 11. Build Real-Time SLA Performance Dashboard | 4h | Create a live dashboard showing current SLA status across all leads and reps. End state: Leadership and reps can see real-time SLA performance at a glance. • Build lead queue view showing open leads by SLA status (green/yellow/red) • Create rep-level SLA scorecard showing individual performance • Add trend line showing average response time over rolling 7/30 days • Include drill-down capability to see individual lead details • Ensure dashboard auto-refreshes for real-time monitoring |
| 12. Build SLA Compliance Reporting | 3.5h | Create weekly/monthly reports for SLA performance review and accountability. End state: Automated reports delivered to leadership showing compliance trends. • Build SLA compliance report by rep (% of leads contacted within SLA) • Build SLA compliance report by lead source/segment • Create trend analysis showing improvement over time • Include breakdown of breach reasons (after hours, rep overload, routing issue) • Schedule automated report delivery to sales and marketing leadership |
| 13. Build Conversion Impact Analysis | 3.5h | Create reporting that ties response time to downstream conversion metrics. End state: Clear visibility into how speed-to-lead impacts pipeline and revenue. • Build report showing conversion rate by response time bucket • Calculate pipeline value generated from SLA-compliant vs. breached leads • Create comparison of before/after implementation metrics • Track win rate correlation with response time • Document ROI methodology for executive reporting |
Milestone 2: Speed-to-Lead - 2. Rollout & Optimization
Tag: speed-to-lead
Description: Train teams, execute pilot and full rollout, optimize performance, and hand off to client
Hours: 22h
Task List: (Speed-to-Lead) 3. Rollout & Optimization
Contains: Parts 5-6
| Task | Est | Description |
|---|---|---|
| 14. Conduct Rep Training on New Process | 2h | Train sales reps and BDRs on the new lead notification, response expectations, and SLA tracking. End state: All reps understand the new process and their accountability. • Schedule 30-45 minute training session for sales team • Cover: new notification system, SLA expectations, escalation process • Demonstrate how to view their SLA dashboard and lead queue • Walk through the "ideal response" workflow • Address questions and concerns about accountability |
| 15. Create Process Documentation | 2h | Document the new speed-to-lead process for ongoing reference and new hire onboarding. End state: Complete process documentation accessible to all stakeholders. • Create quick-reference guide for reps (1-pager on response workflow) • Document routing rules and logic for RevOps maintenance • Create SLA definitions and measurement methodology doc • Build FAQ for common scenarios and edge cases • Store documentation in team wiki/knowledge base |
| 16. Execute Pilot Rollout | 4h | Launch with a pilot group before full rollout to identify issues. End state: Pilot complete with lessons learned documented. • Select pilot group (1-2 territories or specific rep team) • Run pilot for 1-2 weeks with close monitoring • Gather pilot rep feedback on notification effectiveness and workload • Identify and fix any routing errors or system issues • Document changes needed before full rollout |
| 17. Execute Full Rollout | 3h | Launch the new speed-to-lead process across the entire sales organization. End state: All reps live on new process with full SLA tracking active. • Communicate launch to full sales team • Enable routing and notifications for all territories • Monitor first 48 hours closely for issues • Provide real-time support for rep questions • Send day-1 and week-1 performance snapshots to leadership |
| 18. Conduct 2-Week Performance Review | 3.5h | Analyze initial performance data and make adjustments. End state: Performance baseline established with initial optimizations implemented. • Review SLA compliance rates across all segments • Identify underperforming areas (specific reps, lead sources, time periods) • Adjust routing rules based on actual capacity/performance • Fine-tune notification cadence if reps report alert fatigue • Implement quick wins identified during review |
| 19. Deliver Executive Summary | 2.5h | Present results and impact to leadership with recommendations for ongoing optimization. End state: Leadership aligned on results and next steps. • Compile before/after metrics comparison • Calculate ROI based on conversion improvement • Present findings to VP Sales and VP Marketing • Provide recommendations for continued improvement • Document any out-of-scope items for future phases |
| 20. Hand Off to Client RevOps | 3h | Transfer ownership and documentation to client team for ongoing management. End state: Client self-sufficient with admin access and maintenance runbooks. • Transfer admin credentials and access to client RevOps • Walk through routing rule maintenance procedures • Review SLA threshold adjustment process • Deliver complete documentation package • Schedule 30-day check-in call • Close out project |
Summary
- Total Milestones: 2 (53h + 22h)
- Total Task Lists: 3 (consolidated from 6 Parts)
- Total Tasks: 20 (one per Step)
- Total Hours: 75h
- Generated from: playbook_speed-to-lead.md
- Generated on: 2025-12-31