One switch and all hell broke loose
Our team relied on product trials to generate leads.
To distribute leads fairly, we switched from geographies to round-robin, causing an operational nightmare.
Our back-office system and CRM shared lead ownership, but the change broke the timing of their integration.
This created duplicate leads and assigned them to different reps, so sales called the same leads.
Reps called the same prospects multiple times, which upset everyone.
The rollback
We paused rules, reconfigured sync, and adjusted lookup processes to prevent duplicates, then restored the system.
It took a couple of days to fix, but it felt like years.
Before changing routing, map the integration, test the processes, and inform the team to protect the customer experience and trust. Follow for more B2B marketing tips.