Quote Tracking

Hey ​@GarrettB -- this is very interesting, and I’m curious if there’s a destination where you’d want to capture the outcomes of the quotes. Would you want it to go into an external system, and if so, which one(s)? 

Helena, 

The analytics in Front work as our “dashboard” for how we have it set up currently. My challenge is the classification and best practices. I am able to tag the conversations as they come in but having my operators consistently tag with the result (won/lost) has been tough. I am currently working on dumbing down how we classify quotes and the results in hopes that it can be globally accepted across our org. A lost quote should be the same across the board and currently it is not. 

​@GarrettB Is there a source of truth for won/lost quotes that could be used to automate the tagging, or is this exclusively a training and best practices challenge?

​@Javier - Developer Relations if we win the quote we run the load - if we lose the quote we do not run the load. I guess we want Front analytics to be the source of truth.  

If it’s easy enough for teammates to tag the conversation, that would be the path of least resistance. But alternatively, if there is a TMS or external system that could be matched to the conversation through a load number or some other identifier present in the messages, it could automatically tag the conversation so that it shows up the way you need it for Front analytics. This would require setting up Connectors, but it would also open up other benefits of automation, such as displaying data from the TMS directly in the Front conversation or allowing teammates to update the loads from Front.

​@Javier - Developer Relations the volume of quotes we receive day to day would be a problem with using an external system. We have a logistics specific CRM (SalesDash) that does not currently have an integration with Front.  

If they offer you an API, there’s likely a way to build a lightweight solution using Connectors, our no-code framework. I don’t see SalesDash developer docs available publicly, but that’s typical for the logistics space. I would assume they could share docs with you as a customer. If this is of interest to you, let me know. We’re looking for design partners to provide feedback on our Connectors framework. We haven’t made the general announcement yet, but will soon.

On the other hand, there is nothing wrong with promulgating a best practice of manual tagging when quotes are won/lost. Let us know if there are specific optimizations or questions you have about that. Our Support team members have a ton of expertise with these types of best practices.

​@GarrettB if you stick with the manual tagging route, one feature that would help your team stay on top of it is a required tagging rule. You can create a list of tags that they can choose from, and Front will prompt them to choose a tag from the list before they archive/resolve the conversation: https://help.front.com/en/articles/2106