LEADS WORKFLOW/OBJECT - End-User Feedback

Jan Visser_342
Jan Visser_342 Posts: 108

We opened up the "LEAD" feature to 2 of our sales reps. Below is the feedback - some of it similar to what was already reported, other things came up when really diving into it as a user. 

Unfortunately, Pipedrive still doesn't publish or communicate some sort of roadmap so it's not quite clear to me if suggested are taken and implemented - or dismissed/disregarded. "We're working on this feature" is encouraging but not that specific. 

  1. Lead fields Person and Organization do not show the "auto-complete" function that used elsewhere. It seems you don't really find out about any duplicates (or items already entered as organization or person) when you're getting ready to convert. This lead to some confusion with the guys that tried it. Maybe this is something to get used to - but it did lead to confusion because it seemed the feature wasn't working correctly. 
     
  2. The "similar organization" works when you have 2 or 3 potential matches - but fails when you have 5+. We sell to manufacturing companies that often have 5-10-15 locations. it seems that Pipedrive returns random matches - even when entering the address, Pipedrive returns results that have a partial same name but that are different. 

    For instance: Sample Foods has 15+ manufacturing plants across the US. All called Sample Foods but with different addresses. It seems that as soon as the potential "similar organizations" are larger than 5, PD loses the ability to match accurately. We tried it many ways - add the full address, add the city to the name (so Sample Foods - Chicago) to "help" the match - but no go.
     
  3. If you have mandatory fields set in deals, organization and person (related to a pipeline stage, for instance) - the system doesn't prevent the conversion to take place. What it does do is list the mandatory fields in the sidebar with "please fill". That's contrary to the concept of MANDATORY fields. If a field is mandatory, I wouldn't want a user to be able to convert a lead unless the required DEAL, PERSON and ORGANIZATION fields are completed. 

    While the "PLEASE FILL" window is persistent on the left panel, it's behavior I expect from important fields, not for mandatory. Instead, I believe a dialog should be presented with the missing mandatory fields BEFORE the conversion is completed.
     
  4. If I have no person assigned to the lead (just organization) it lets me convert and creates a dummy user (in my case called 7083397300 person). In my opinion, this is a design problem. A lead should always have a person, as does a deal - and one could prevent this by allowing admins to designate some lead fields as mandatory. 

    Testing this some more, PD even lets me convert a lead to a deal without a person or an organization attached. This is highly undesirable and creates to a lot of data issues.  Again, the resolution could be to allow mandatory lead fields that allow an admin to require certain fields to be completed BEFORE conversion - and a hard stop if post-conversion mandatory fields are missing.
     
  5. Since the header bar for leads is different from filtered lists elsewhere, I cannot flexibly sort leads. Yes, I can filter - but this adds limitations to those fields for which filtering is available (activity type, for instance, isn't one of them). As an example, if I start my day with calling 10 leads, I want my leads sorted and filtered like that so I can dial one after the other.  I guess I am still confused why you left part of the system (filtered lists) that is one of the flexible highlights or Pipedrive for all objects and developed something completely different for Leads.  One of our users commented - "why doesn't it just work the same as filtering deals and organizations?". 
     
  6. We cannot select an option to pick a specific date and time for an activity, short of creating the activity with the current options (1hr, 3hr, tomorrow, next week") and then going to the activity and changing it. Why not allow "specific date/time" and get right to the activity creation dialog?

    I also don't care for "next week" meaning the exact same time as when the activity is created. I plan my day/week usually in the evening before the next day and using that logic, all my activities end up after-hours and need to be rescheduled. Just unnecessary extra work if you ask me.
     
  7. When using the regular ACTIVITY filtered lists (which we use a lot) we cannot select lead fields - other than the name (which to me is about the least relevant). No Lead Name, no Lead Person, no Lead Organization, no Lead Activity Type etc. If you don't want to migrate the Lead View to a regular filtered list, then at least let me manage the full extent of lead activities like any other activity?

Updated:

On reviewing my notes, I realized I missed two things:

  1. Single note field & commenting - we can only add one note field and more importantly, we cannot add a comment to a note in this section. Commenting is turned on for our instance.

FWIW

Jan

 

 

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  • Inês Batata
    Inês Batata Admin Posts: 3,155 COMMUNITY MANAGER
    2500 Comments Second Anniversary 5 Likes First Answer
    edited June 2020 #2

    Hi @Jan Visser , thank you very much for your feedback and for taking the time to providing specific details. This information is very valuable to us. I can tell you that all feedback is really forwarded internally - it's not just lip service. 🙂 

    Then our team considers how it aligns with our product vision, what's already being worked on and planned for the future, what is priority/more urgent, and how feasible it is in a certain timeline. Unfortunately we can't go ahead with all initiatives, or sometimes go ahead with them all at the same time. Like all best laid plans, our roadmap suffers unexpected changes every now and then so we prefer to under-promise and over-deliver than to create false expectations in our users - that's why it's not public, but we've been thinking about alternatives. Whenever we have a concrete timeline that we can 100% guarantee, we do make it public, and a great place to have some more insight into that is our Research and Beta Testing channel, where we often ask for volunteers to try out early versions and give us feedback to incorporate on the upcoming development of those features.

    I've done some testing on our side and a random Person should not be automatically created when converting and Organization to a Deal. Could it be you have an automation running that is doing that? If not, I recommend you reach out to our Support team so they can help you troubleshoot.

    To create an activity in a Lead using a custom date/time you can use the "Schedule an activity" option right above the predefined time slots. That way you don't have to edit the activity later.

    Your suggestions and observations are very useful as we are still developing the Leads feature (making it more like a classic List View is on the way, as well as cross-referencing with other features) and I've made sure to get the team's attention about them.