The Prospect Two Reps Called the Same Week

This has happened to me too many times... in my career.

A prospect called in, annoyed, asking why two different people from the same company had called her in the same week, both pitching the same thing, neither one aware the other existed.

Turned out the lead had come in through two channels — a referral one rep logged manually, and a form-fill the CRM auto-assigned to someone else — and nothing in the system flagged the overlap because the two records used slightly different spellings of her company name.

Neither rep did anything wrong. The system just had no way of knowing they were both talking to the same person, so it let them collide in real time, in front of the customer, which is the worst possible place for that gap to show up.

How confident are you that the same lead, coming in two different ways, wouldn't get worked twice by two different people this week?