What is a Fumble in DriveCentric?
A "fumble" in DriveCentric occurs when a lead or customer message is not responded to within 60 minutes during business hours. This applies to both internet leads and incoming messages. The fumble timer starts as soon as the lead or message is received. If no response is sent within the designated time frame, the lead or message is marked as a fumble.
Scenarios Leading to Fumbles
Several scenarios can result in a fumble:
Delayed Responses: If a response to a lead or message exceeds the 60-minute threshold, it is marked as a fumble. For example, a lead received at 10:20 AM and responded to at 11:23 AM would be flagged.
Ignored Messages: Ignoring a message does not stop the fumble timer. If no response is sent within 60 minutes, the message becomes a fumble.
After-Hours Messages: Messages received after business hours are tracked separately, but the fumble timer still applies. For example, a lead received overnight and not responded to within an hour the next morning would be marked as a fumble.
Duplicate Leads: If a new lead is flagged as a duplicate and the duplicate status isn’t cleared within one hour, it is counted as a fumble.
Customer Messages: Even short acknowledgments like "OK" or emojis require a response to avoid a fumble.
Reporting and Metrics
DriveCentric separates business-hour fumbles from after-hour fumbles in reporting. Managers can use the Response Time Report to investigate high fumble rates and identify patterns or areas for improvement. This report allows you to drill down to customer details per user.
Best Practices to Avoid Fumbles
To minimize fumbles and improve response metrics, consider the following best practices:
Respond Promptly: Ensure all leads and messages are responded to within 60 minutes. Even a brief acknowledgment can stop the fumble timer.
Monitor Reports: Regularly review the Response Time Report to identify and address delays.
Handle Special Cases: For leads with no contact information, add a store contact or mark the deal as dead to avoid a fumble.
Exceptions and Special Cases
Certain situations are exceptions to the fumble rule:
STOP Messages: If a customer replies with "STOP," it does not count as a fumble because you cannot respond.
AI Conversations: Conversations with DriveCentric’s AI do not cause fumbles.
Conclusion
Understanding and managing fumbles in DriveCentric is crucial for maintaining effective lead management and improving response metrics. By adhering to best practices and leveraging available tools, you can minimize fumbles and enhance customer engagement.