Sales Force integration

Solicitations are how the Development department records their moves management regarding soliciting contributions.  Here’s what Luke, from Portland Center Stage, had to say:

 

 

Sure! Solicitations are how we manage lead tracking and progression. Specifically we use the solicitation status to segment the leads into groups of people that we have either not yet attempted to contact, people we are attempting to contact, and people we have contacted and need to follow up with. Also of course statuses for refusals, purchases, donations, etc. All of our active (non-refusal) leads have statuses of either "new", "no answer", or "call back." For new and "no answer" leads our callers use a custom report that just gives them a list of all the solicitations currently assigned to them (using the worker and solicitor fields) that they go through one by one and dial.

 

When someone is interested in subscribing or donating but needs a follow up call to complete the sale or donation we change the solicitation status to "call back" and the caller creates a reminder for themselves and sets the "complete by" date to whatever day they've agreed to call the customer back. The custom report that returns leads assigned to them that I mentioned above would be inefficient for "call backs" because a caller would get all of their call backs, those they meant to call today, tomorrow, and two weeks from now. So using the reminders only for their call back leads works around this.

 

Outside of the status field our callers use the notes section heavily. We require that they make a note in the solicitation for every call, even if it's as simple as copying and pasting the current date with the abbreviation "NA" for no answers. More substantive notes are made when they speak with the customer too, of course, and are really important to the caller when they make a follow up call as well as important to us and any future caller we may have to reassign the lead to.

 

We also make use of the "ask" field in solicitations. Based on a customer's previous giving history we put a "minimum ask" in that field for the caller to look at and use as their opening value when asking for a donation.

 

For lead management we have a custom report that allows us to update the solicitor/worker on solicitations and/or the status which is how we "hand out" leads as well as some reports that gives us overviews with varying levels of detail of lead counts by caller, status, etc. In conjunction with the solicitations we use an attribute to assign a lead category to an account in Tessitura. Renewal, single ticket buyer -- show A, single ticket buyer -- show B, etc. For us, it's really the solicitation and lead category attribute together that comprise a "lead".

 

That was a pretty quick overview, please let me know if there are areas you'd like more detail about or if any of that wasn't clear :) ________________________________________

From: Boann Petersen

Sent: Thursday, February 23, 2012 10:08 AM

To: 'ssalinas@cocastl.org'; Luke Robertson

Subject: Tessitura solicitations

 

Luke-  Shelley Salinas is interested in learning more about how we use solicitations for our sales efforts.  Can you share what you know?

 

 

 

Thanks,

 

Boann Petersen

 

IS/IT Administrator

Portland Center Stage

Gerding Theater at the Armory

128 NW Eleventh Avenue

Portland, Oregon 97209

 

503.445.3725

www.pcs.org<http://www.pcs.org/>

 

 

 

 

Shelly what is the Solicitations Module?

 

Yes if you can share any data that would be very helpful.

 

Thank you.

 

 

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Solicitations are how the Development department records their moves management regarding soliciting contributions.  Here’s what Luke, from Portland Center Stage, had to say:

 

 

Sure! Solicitations are how we manage lead tracking and progression. Specifically we use the solicitation status to segment the leads into groups of people that we have either not yet attempted to contact, people we are attempting to contact, and people we have contacted and need to follow up with. Also of course statuses for refusals, purchases, donations, etc. All of our active (non-refusal) leads have statuses of either "new", "no answer", or "call back." For new and "no answer" leads our callers use a custom report that just gives them a list of all the solicitations currently assigned to them (using the worker and solicitor fields) that they go through one by one and dial.

 

When someone is interested in subscribing or donating but needs a follow up call to complete the sale or donation we change the solicitation status to "call back" and the caller creates a reminder for themselves and sets the "complete by" date to whatever day they've agreed to call the customer back. The custom report that returns leads assigned to them that I mentioned above would be inefficient for "call backs" because a caller would get all of their call backs, those they meant to call today, tomorrow, and two weeks from now. So using the reminders only for their call back leads works around this.

 

Outside of the status field our callers use the notes section heavily. We require that they make a note in the solicitation for every call, even if it's as simple as copying and pasting the current date with the abbreviation "NA" for no answers. More substantive notes are made when they speak with the customer too, of course, and are really important to the caller when they make a follow up call as well as important to us and any future caller we may have to reassign the lead to.

 

We also make use of the "ask" field in solicitations. Based on a customer's previous giving history we put a "minimum ask" in that field for the caller to look at and use as their opening value when asking for a donation.

 

For lead management we have a custom report that allows us to update the solicitor/worker on solicitations and/or the status which is how we "hand out" leads as well as some reports that gives us overviews with varying levels of detail of lead counts by caller, status, etc. In conjunction with the solicitations we use an attribute to assign a lead category to an account in Tessitura. Renewal, single ticket buyer -- show A, single ticket buyer -- show B, etc. For us, it's really the solicitation and lead category attribute together that comprise a "lead".

 

That was a pretty quick overview, please let me know if there are areas you'd like more detail about or if any of that wasn't clear :) ________________________________________

From: Boann Petersen

Sent: Thursday, February 23, 2012 10:08 AM

To: 'ssalinas@cocastl.org'; Luke Robertson

Subject: Tessitura solicitations

 

Luke-  Shelley Salinas is interested in learning more about how we use solicitations for our sales efforts.  Can you share what you know?

 

 

 

Thanks,

 

Boann Petersen

 

IS/IT Administrator

Portland Center Stage

Gerding Theater at the Armory

128 NW Eleventh Avenue

Portland, Oregon 97209

 

503.445.3725

www.pcs.org<http://www.pcs.org/>

 

 

 

 

Shelly what is the Solicitations Module?

 

Yes if you can share any data that would be very helpful.

 

Thank you.

 

 

The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited.  If you received this in error, please contact the sender and delete the material from any computer.


You have been sent this message because you subscribed to the Tessitura Group Sales forum.  You may manage your subscriptions on the website in the forums under "Forum Email Subscriptions".