Service Call Lead Source Background
We are all aware that when we create a new Service Call there are several fields that are required. One of them is the Lead Source.
Now this field is probably the one that raises the most questions - particularly, why is it required when the Lead Source is already on the Customer Record.
As we learn there is a difference between the two fields.
Customer Record Lead Source vs. Service Call Lead Source
The Lead Source on the Customer Record is how the customer originally found your company. For example, maybe the Customer was referred to you by a neighbor.
The Lead Source on the Service Call is the reason why the customer is calling for this particular visit. Now, for the Customer's first visit or service call, the Customer Lead Source and the Service Call Lead Source are the same. In this situation the software will now set this value automatically.
For subsequent visits, the Lead Source for the Service Call can be different. For example, maybe the Customer is responding to an email promotion. So while the Customer was originally referred by the neighbor, for this particular call, it is the email that sparked their interest and the software allows this to be tracked separately.
Feedback We Received
After many conversations with our clients there are three general opinions on this approach.
One, once the logic is explained and understood, people love it and use it as intended.
Two, some companies like the logic, but a vast majority of their customers are calling because they are already an existing customer. Therefore, the Lead Source for the majority of calls is always the same, so selecting a Lead Source is more of a hassle then a benefit.
Three, some companies do not want this extra level of tracking at the service call level and want the service call to always be the same value as the customer record.
New Dispatch Setting
So, as a result, we have created exactly these three options as a new setting for dispatching. It can be found here:
- From the Command Center, click on Settings
- Under the Dispatch Settings Section, click on General Settings
- In the Service Call Settings Section, the new setting is:
- "Lead Source Default Value when Creating New Service Calls"
3 Options for New Setting
There are 3 Options:
- No Default
- Default to the Customer Record Value
- Default to a Specific Value
The "No Default" option is how the system behaves currently. When a new service call is created, the Lead Source value is blank and required.
The option "Default to the Customer Record Value" does exactly what is says. When a new service call is created, the Lead Source value will be initially set to the value from the Customer Record.
The last option "Default to a Specific Value" once selected, will then require one of the current Lead Source values to then be selected; for example, "Existing Customer". At this point, when a new service call is created, the Lead Source value will be initially set to "Existing Customer" or whatever value is selected here.
Please note that if one of the two default options are used, the dispatcher can still change the value for the service call. The value is not locked on the new service call, but rather just defaulted and can be changed if the situation is warranted.
Again, please note, that if one of the two default options are used, they are only applied starting with the second service call. The first service call Lead Source value will always be set initially to the Lead Source of the Customer Record.
Location of New Setting
Example Using "Default to Specific Value"
1st Call is Set to Value of Customer Record
Starting with 2nd Call - the Lead Source Value is Set Based on Setting
In this example, the company elected to "Default to a Specific Value" - "Existing Customer"