Lead Tracking in The BOS

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Lead Tracking is not available on all plans. Please contact support if you are unsure.

Lead MetricsTracking Settings

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MetricSetting	DescriptionDetails
Create Leads for New Clients	If turned on then whenever a New Client is detected and an existing matching Lead can't be found then a new lead will automatically be created.
Eager Automatic Patient Shipping	If turned on then when you create a new Patient in the lead popup, The BOS will attempt to send that patient to your PMS (Nookal/Cliniko) immediately. If this is turned off you will have a button to send the patient to your PMS
Lock deal owner when associated	If a lead has been linked to a (non-cxc and non-dna) appointment then don't allow users to change the associated lead owner.  This is to prevent users from reviewing all new clients and retroactively 'taking credit' for them. This means users will need to actually enter the lead into The BOS before they book the client into the PMS

Adding a new Lead

You can add a new lead from any page of The BOS.

Click on your user menu (top right) and click ExamplesAdd Lead. 

Fill out the details of the lead. It's okay to leave some fields blank if you are unsure. 

You

Lead Name (This will auto-fill if you leave it blank but choose a patient)	Usually name of the client, possibly with other details to identify the lead EG: 'Tim Cook - massage' if your existing physio customer named Tim has expressed interest in a new service
Lead Stage	Usually 'Lead' unless they are definitely booking in right now.
Patient	Choose an existing patient if they are an existing customer, or create a new patient.  If you create a new patient they will be immediately sent to your PMS (Nookal/Cliniko) if you have turned on that setting.
Division	The area of your business the lead is interested in.  You can leave this as the top-level when you are getting started, then start taking advantage of these options as the business grows.
Lead Source	WhereChoose the leadsmost appropriate lead source from the list, or add a new option if none are comingsuitable. from	Wordcan ofleave mouth,this Google Search, Facebook Ads, Referrals from G.P.s
Conversion Rate	Percentage of leads that become customers	100% of referrals become customers, while 1% of Facebook Ad clicks become customers
Sales Person	Employee 'closing the deal', often administration staff in smaller practices and sales team in bigger establishments

Lifecycle of a Lead

These metrics will usually be measured over a period of time such as "New Leads in April"  or "Booked Leads last Week". The most important dates related to each lead are as follows

New Lead	First contact with the business
Booked	Date that lead booked in an appointment
Invoiced	Date appointment occurred and was invoiced

Example Lead Lifecycle

Monique emails your clinic on 27 February askingblank if you canare treatunsure. a specific condition. You take a while to respond and email back on March 1st, she immediately books in but the first available appointment is April 3rd. 

This would be recorded as follows:

New Lead	27 Feb
Booked Leads	1 March
New Clients	3 April

Many fields can be left blank, and you might come back and edit the Lead later to add more information. 

Editing/Updating an existing Lead

Find the existing lead by either using the Lead Sheet or Mega Report. 

Lead Sheet

1. In the top menu choose Sales > Lead Sheet
2. Set appropriate options to find the lead (IE: start and end date for when lead was created)
3. Click on the lead to open it. 

Mega Report

1. Open the Mega Report
2. Find a row that contains the Lead you are wanting, perhaps 'Additional Leads' or 'New Clients'.
3. Click on a cell in that row to access a popup that includes Leads for that time period
4. In the popup that appears, click on a lead to open it. 

From here refer to the details above in 'Adding a new Lead' for a list of what each field means.

Reporting on Leads

You can report on leads using the Lead Sheet or Mega Report. 

Lead Sheet

1. In the top menu choose Sales > Lead Sheet
2. By default it will show new leads from the last two weeks but you can change start and end dates, as well as filter for specific lead stages, lead sources etc. 
3. You can view the charts to get a high level understanding of how leads are progressing, or dive into the list of leads below. 

Mega Report

1. Open the Mega Report
2. Choose appropriate options for division, start and end dates (or leave it at the defaults)
3. View the 'Additional Leads' and 'Additional Leads Booked' metrics to see total values from those time periods. 
4. You can click on the numbers to get a popup that includes each individual lead if you want to see more information. 

How to follow up with leads

First you should determine which leads you want to follow up with. Perhaps one of the following:

• New leads from last week that haven't booked in yet
• Leads that have booked in over the last month, but then cancelled the appointment so we never saw them
• Leads from a particular salesperson that haven't booked in this year

Then we'll use the Lead Sheet to find these leads. 

1. In the top menu choose Sales > Lead Sheet
2. Set the start and end dates to match the range of leads you are looking for. 
3. Choose pipeline stage Lead to find those who haven't booked in yet or Cancelled to find those that booked in but cancelled without seeing you. 
4. Optionally choose other properties like sales person, or leave them blank to see all leads. 

As you get in touch with each lead you will probably take one of the following actions:

• Leave it in the 'Lead' state but optionally add a comment to the lead if they need to be contacted again (IE: they don't answer or ask to be called back at a later date)
• Move it to 'Lost' if they aren't interested in booking in so you don't contact them again. 
• Move it to 'Booked' if they book in. If you book them in without moving them to 'Booked' then the lead will automatically move once The BOS detects the new appointment in your PMS.