Saving time when prioritizing outreach
How I saved our teams from sifting through all leads daily to determine who to call first.
Problem
Vanda's customer relationship management system lacked a method to prioritize outreach to inbound leads. Vanda's Case Management (CM) team needed a way to prioritize outreach to hot leads that are identified as most likely to become patients.
The current prioritization method required case managers to check every lead's profile page daily to determine the priorities for outreach.
Not only was this process very time-consuming but also unnecessary.
Solution
After watching the CMs' process of prioritization and research, I both designed and created a prioritization system allowing CMs to tag leads as "High", "Medium", and "Low" priority within their respective profile pages.
Leads would be highlighted with their respective priority colors on the CMs' calendars for high visibility.
The case managers no longer needed to spend each morning sifting through their leads to figure out who to call first.
Result
This tagging and calendar highlight method led to a 90% adoption in lead prioritization.