Chili Piper

Gaines Murfee, Senior Manager of Customer Onboarding with Chili Piper, knows a thing or two when it comes to streamlining the contact between leads and a company’s sales department while offering an exceptional customer experience. Without using Chili Piper, leads ready to move to the next phase of the sales process will express interest by submitting a “Request for Quote” form or selecting a similar box on other forms of communication they’ve received. In most cases, a lead then becomes a Marketing Qualified Lead (MQL) and is forwarded to a sales rep to add to his pipeline of leads to contact. This cycle may take weeks if a sales rep is overloaded and could cost the company a potential sale if a lead is overlooked or ignored for too long.

Using Chili Piper, when a lead indicates they are ready for a quote, through the completion of a “Request for Quote” form for example, they are automatically taken to a scheduling landing page where the lead can then set up a meeting directly with a sales rep. This can drastically shorten the time between expressing intent to making contact. From the lead’s perspective, this offers a clean-cut experience and can be accomplished in just a few short clicks. On the backend, the process incorporates your CRM and Adobe Marketo Engage to qualify leads and assign the appropriate sales rep. The logic that determines which sales rep is assigned to which lead is completely customizable.

For example, Company A assigns leads based on region. For consistency, repeat customers are kept with the same sales representative. They currently have three representatives for each region of the United States and four representatives that cover Europe. The logic in Chili Piper will first check Salesforce for an existing record and case owner. If a previous case owner is identified, the lead will schedule directly with that individual. If no previous owner is located, the next logic step will determine the region the customer is located in. The final bit of logic will then round robin, or rotate, between the sales reps in the identified region. When a rep is assigned, the lead can then see what appointments are available for that representative and schedule their meeting.

Case Study

To showcase the capabilities of a Chili Piper and Adobe Marketo Engage integration, a case study was created around the upcoming Digital Summit in Dallas, TX. In addition to marketing to leads already in your database, Michael demonstrates how targeted ads through geofencing or Facebook Ad Manager can bring in new leads. Potential leads can not only be directed to your booth from your ads but can schedule meetings directly with you using the Chili Piper integration and links located in your advertising campaigns.