LeadRouter is the solution that is used by the REALOGY firms to manage the hundreds of thousands of leads generated by the franchises and the franchisees across the world. It is arguably the most commonly used lead management solution on the planet. Today, it just got better for the agent and for the consumer.
In Thursday’s version release, LeadRouter has taken steps to allow agents to immediately contact the consumer by phone when the lead comes in, and the record of that contact record is automatically published in LeadRouther. It is simple, elegant, better.
If you are not a LeadRouter user, you may not appreciate this subtle sounding improvement. But it is big. Before the update, an agent would get a get a lead from LeadRouter. Hang up the phone, make another call to the consumer. Complete the call to the consumer, then log into LeadRouter, accept the lead, then update the lead status. All of these steps have been reduced to “Pressing 5” on your phone keypad.
When an agent gets a lead and “presses 5,” LeadRouter will dial the consumer’s phone. If the call to the consumer spans 30 seconds, then the contact will be automatically applied to the status of the lead in LeadRouter. One step. Press 5!
WAV Group lead research has indicated that our industry is paralyzed when it comes to lead management. Half of all internet leads are never answered and when they are, it is typically more than a day later. REALOGY continues to invest in solving this customer service problem in our industry.
LeadRouter “searches” for the most available agent according to brokerage business rules. Usually, the lead goes to the listing agent on all company listings. If the listing agent does not respond within some reasonable time frame, the lead moves on to another agent in the brokerage. Agents who have not taken LeadRouter orientation or do not respond to leads will typically have their LeadRouter account frozen until they take an action to pay attention to consumer inquiries. It is a smart system. IDX or co-broker leads go into lead pools that are targeted to the best available agent that can respond. The leads pass from one agent to the next until the consumer request is satisfied.
WAV Group works with many of REALOGY’s largest brokerages to tie all lead generation applications into LeadRouter as a single point of servicing consumers. LeadRouter is tied to leads generated through publisher syndication, MLS, virtual tour, broker websites, agent websites, flyer solutions, and every other consumer touch point. It not only improves customer service through agent responsiveness, but provides a federated overview that brokers can use to measure effective online marketing efforts. Our services are not limited to LeadRouter in this area, we work with all of the enterprise lead management solutions to execute the same strategy. If lead management in your company is not working the way you expect, call us and we will fix it.