Production was at a standstill at Drs. Orders & More, because managers had little control over the flow of leads and routing them to teams with its list-based system. Sales reps scrolled through the list picking and choosing which accounts to work while leaving others behind.
Important leads were ignored, lost, or fell out of the system. Drs. Orders required an automated, queue-based contact management system that ensured an efficient, team-based workflow of data. Workflow management was critical to properly managing inside sales operations.
Drs. Orders needed the flexibility to assign customers to different queues or teams based on their current status, need, or request. The ability to categorize and prioritize user assignments after a call was important to streamline operations, and had become a major challenge for the company to effectively service its customers.