service level agreement email notifications to sales

[Anonymous]

We are trying to figure out the best way to create email notifications to sales when lead statuses have exceeded the service level agreement. For example, if the SLA is 7 days, then send an email notification on the 8th day to let sales know to follow up with the records.

Does anyone have any Marketo best practices on how they have built this or point me to an article?

Thanks in advance!

[Anonymous]

Below is an extract of our SLA reminder email smart campaign that is triggered when a Lead becomes an MQL.  After the third reminder, we change the Lead Status to "Remarket".

Smart List (2)
	ALL filters apply	(1 and 2 and 3 ...)
	Trigger - Campaign is Requested	Source is 'Marketo Flow Action'
	Trigger - Revenue Stage is Changed	Model is 'Conductor Revenue Model'
		New Stage is 'MQL'
Flow (11)
	Step 1 - Change Data Value	Attribute:  'Revenue Model SLA Start Date'
		New Value: '{{system.date}}'
	Step 2 - Wait	Duration: '1 week'
	Step 3 - Send Alert	Choice 1: If 'Revenue Stage' is 'Conductor Revenue Model > MQL' then:
		Email:  'MQL SLA Expiration Notification 1'
		Send To: 'Lead Owner'
		To Other Emails: 'elowe@conductor.com'
		Default Choice:
		-- Do Nothing --
	Step 4 - Wait	Duration: '2 days'
	Step 5 - Remove from Flow	Choice 1: If 'Revenue Stage' is not 'Conductor Revenue Model > MQL' then:
		Campaign: this campaign 'this campaign'
		Default Choice:
		-- Do Nothing --
	Step 6 - Send Alert	Choice 1: If 'Revenue Stage' is 'Conductor Revenue Model > MQL' then:
		Email:  'MQL SLA Expiration Notification 1'
		Send To: 'Lead Owner'
		To Other Emails: 'elowe@conductor.com'
		Default Choice:
		-- Do Nothing --
	Step 7 - Wait	Duration: '2 days'
	Step 8 - Remove from Flow	Choice 1: If 'Revenue Stage' is not 'Conductor Revenue Model > MQL' then:
		Campaign: this campaign 'this campaign'
		Default Choice:
		-- Do Nothing --
	Step 9 - Send Alert	Choice 1: If 'Revenue Stage' is 'Conductor Revenue Model > MQL' then:
		Email:  'MQL SLA Expiration Notification 1'
		Send To: 'Lead Owner'
		To Other Emails: 'elowe@conductor.com'
		Default Choice:
		-- Do Nothing --
	Step 10 - Change Data Value	Choice 1: If 'Lead Status' is 'MQL' then:
		Attribute:  'Lead Status'
		New Value: 'Remarket'
		Default Choice:
		-- Do Nothing --
	Step 11 - Change Revenue Stage	Choice 1: If 'Revenue Stage' is 'Conductor Revenue Model > MQL' then:
		Model:  'Conductor Revenue Model'
		New Stage: 'Remarket'
		Default Choice:
		-- Do Nothing --

[Anonymous]

Nice Elliot!

The way I have done this in the past is with Smart Lists. Setup a Smart List for your lead status, in this case, let's say Marketing Qualified. If you want to send a notification on the 8th day, it would look something like this:

Smart List:

Lead Status is: Marketing Qualified

Data Value Not Changed: Lead Status Date of Activity - Past 7 days

Then create a program or marketing activity that has: Member of Smart List: is the one you created above, and then under the flow have 'send alert' and that alert would go to the lead owner as long as you have that field configured properly.

I liked to run these as batches so that you could send them out at the same time everyday to your reps. Monitor it closely. If the numbers do not decline and you still have lots of leads outstanding, its probably a good idea to speak with your sales team to ensure that your lead scoring is working properly.

[Anonymous]

Thanks for all the recommendation guys! How are you handling alerts that are contact records in salesforce since you can't run assignment rules for those. The current process right now is that we receive email notification when lead status changes to MQL so that we can reassign the contact owner to the correct sales rep. How would we trigger alerts off of this situation? Would it be data value changes for the lead owner rather than the lead status changing? If so, how would you ensure that exisitng contact records already assigned to sales will run through the alerts as well?

[Anonymous]

Michelle do you have a contact status in SFDC? Much like Lead Status for Leads, you can have contact status for contacts, and that will work just like leads do, but for contacts. Then you want to have a lead lifecycle status to bridge the gaps.

Essentially, you have:

• Lead Status
• Contact Status
• Lead Lifecycle Status
• Revenue Cycle Status

And all statuses should map at all times. Then the process remains almost the same regardless of if a lead is a lead or a contact.