629 Forgotten Follow-Ups, Worked

Each booth conversation became a Salesforce task. Busy reps couldn't get to them; one rep alone had about 225 open. Weeks later the leads were cold, and nobody could say which ones had been answered.

With marketing's go-ahead, Jax read every open task and the email history behind it, then sorted them: already answered (closed with a note), ready for a simple follow-up, or needing a person for a visit, a quote, a dealer or a technical question. Each follow-up is one personal email with product information, logged on the person's Salesforce record, and the task is closed. A daily batch keeps going until the list is done.

More than 100 follow-ups went out in the first three days, and about 47 tasks were set aside for a person. The first reply came from a lab scientist with a technical question. That same morning Jax told him his rep would answer, copied the rep, and put the question on a Salesforce task.

Technical questions go to people today. The next step we've proposed: Jax drafts the answer from the company's own technical bulletins and handbook, links every source, and passes anything the material doesn't cover to a person. The company decides if and when.