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Andy_Varshneya1
Andy_Varshneya1
New Participant
November 23, 2015
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Scalable lead routing with queues

  • November 23, 2015
  • 2 replies
  • 4171 views

I wanted to get a feel for how others are addressing building scalable lead routing processes in their Marketo and/or SFDC instances.

Currently we have a 20 person territory-based SDR team, however we are constantly adding people and/or shuffling territories to react to the market. This becomes very painful to deal with when leads are owned by individuals as you now have to update the lead routing rules and also lead ownerships. We're considering switching to managing lead ownership by queues so that we have a queue for each territory (e.g. PacNW Queue, Midwest Queue, etc) and can assign people to a queue so that when someone moves from one territory to another, we just update the queue they're in without needing to update the lead routing rules.

However, this presents a problem where Marketo doesn't lead owner details if a lead is owned by a queue regardless of how much detail we have for the queue itself.

How have others who have gone through this addressed this issue?

Thanks,

Andy

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Best answer by Josh_Hill13

If your lead routing is that complex, it should really be done in SFDC. All you have to do is update the Lead Assignment Rules for the target User. Your SFDC Admin should be able to move the Lead Owner and Contact Owners fairly easily.

But I do love Queues and they could make life easier on the Marketo side at least (you'll still have to manage users). But if you are moving territory lines alot, then you are still in the same boat, but with queues.

The only time Queues really matter to Marketo is with Change Owner or Sync Lead to SFDC - the system will show you the Queue name.

Yes, Queues do not have Lead Owner Name, etc...but you can use Snippets for signatures if you plan to use "Sales Named" campaigns. You will just have to use Segmentations or smart lists to help manage which leads get what.

The question is what do you really want to do? Run sales named campaigns better? Manage leads better? Maybe it's easier to use a "fake" or central name on all programs like that and route emailed responses manually.

2 replies

Josh_Hill13
Josh_Hill13Accepted solution
New Participant
November 24, 2015

If your lead routing is that complex, it should really be done in SFDC. All you have to do is update the Lead Assignment Rules for the target User. Your SFDC Admin should be able to move the Lead Owner and Contact Owners fairly easily.

But I do love Queues and they could make life easier on the Marketo side at least (you'll still have to manage users). But if you are moving territory lines alot, then you are still in the same boat, but with queues.

The only time Queues really matter to Marketo is with Change Owner or Sync Lead to SFDC - the system will show you the Queue name.

Yes, Queues do not have Lead Owner Name, etc...but you can use Snippets for signatures if you plan to use "Sales Named" campaigns. You will just have to use Segmentations or smart lists to help manage which leads get what.

The question is what do you really want to do? Run sales named campaigns better? Manage leads better? Maybe it's easier to use a "fake" or central name on all programs like that and route emailed responses manually.

Andy_Varshneya1
Andy_Varshneya1Author
New Participant
November 25, 2015

Hey Josh,

The lead routing is all done in SFDC. The reason I asked was because we want switch lead routing in SFDC to be queue based without hurting our sales named campaigns in Marketo, so I wanted to know how other power users were handling this issue.

I looked at the discussion Gregoire pointed to earlier, but the issue there is that all the sales naming would be hard-coded since snippets won't take into account the details on the queue member.

Grégoire_Miche2
Grégoire_Miche2
New Participant
November 24, 2015

Hi Andy,

Using queues is strongly recommended in your case. Look at my 2 comments at the bottom of this idea :

-Greg

Andy_Varshneya1
Andy_Varshneya1Author
New Participant
November 25, 2015

Thanks, I'll check that out.

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