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Lead Management Guide

This guide explains how to effectively manage leads within the SendSquared platform. Understanding lead types, statuses, and workflows will help you organize and track potential business opportunities.

Setting Up Lead Categories​

Lead Types​

Lead types identify what category a lead falls into. Your lead types are how you filter and organize your leads within the system.

Examples of lead types include:

  • Reservation leads
  • Owner leads
  • Vendor leads

To configure lead types, navigate to:

Global Settings → Lead Types

Lead Status​

Lead statuses represent the actions being taken on a lead. They should follow the workflow from open to closed.

Examples for reservation lead type:

  • Follow-up
  • Booked
  • Not booked
  • Canceled

Examples for owner lead type:

  • Engaged
  • Negotiation
  • Closed-won
  • Closed-lost

Each lead type can have different lead statuses to match the workflow for that category.

Lost Reasons​

If you're using a "lost lead" status (like "Not booked" or "Closed-lost"), we recommend creating lost reasons to track why leads don't convert.

Examples for reservation leads:

  • Minimum night stay too long
  • Not pet friendly

Examples for owner leads:

  • Chose another company
  • Price too high

To configure lost reasons, navigate to:

Global Settings → Lost Reasons

These reasons help identify conversion blockers and may help improve future conversion rates.

Creating and Managing Leads​

After determining your lead types and statuses, you can start creating leads. Leads can come from different sources:

  • Phone calls
  • Emails
  • Text messages
  • Web forms

Creating a New Lead​

  1. Select your lead type (this will populate lead status options)
  2. Choose the appropriate lead status
  3. Enter a lead subject (a brief description)
  4. Select the contact the lead is connected to
    • Note: If creating a lead from a call, text, or email, this will be automatically filled
  5. Select the source (the form or channel where the lead originated)
  6. Enter relevant details:
    • Arrival/departure dates
    • Number of adults/children/pets
    • Estimated value
    • Unit type
  7. Assign an agent (defaults to creator but can be reassigned)
  8. If the lead requires follow-up, set a follow-up date

Follow-Up Process​

Follow-ups should never simply expire. They should progress to the next appropriate lead status:

  • If a contact needs more time, move the follow-up date forward
  • If they decide to book, change the status from "follow-up" to "booked"

Booking Process​

When a contact makes a booking:

  1. Enter the booking information into your PMS
  2. Once complete, add the reservation number to the lead
  3. Update the estimated value

This process allows you to track conversion rates and revenue from won and lost leads.

Viewing and Managing Leads​

Pipeline View​

The pipeline offers a visual way to view your leads:

  1. Select your lead type
  2. Filter by dates if needed
  3. Drag and drop leads between columns to update statuses
  4. View the total value of leads in each status

Lead Reports​

Lead Revenue Report​

To view lead conversion data:

Reports → Lead Revenue Report

This report outlines:

  • Total leads by agent
  • Total time associated with leads
  • Won/lost status
  • Value of leads

Lost Reasons Report​

To analyze why leads aren't converting:

Reports → Lead Lost Reasons

This report helps evaluate why potential guests are not booking and can inform process improvements.

Best Practices​

  • Always update lead statuses as they progress
  • Enter accurate estimated values for both won and lost leads
  • Use the pipeline view for a quick visual overview
  • Regularly review lost reason reports to identify improvement opportunities
  • Ensure all team members follow the same lead management process