Lead Pipeline

The Otesse CRM tracks every potential customer from first contact to conversion. The lead pipeline provides a visual, stage-based workflow for managing this process.

Pipeline Stages

Leads progress through these stages:

Stage	Description	Typical Actions
New	Fresh lead, no contact made	Auto-assigned to account manager based on zone
Contacted	Initial outreach completed	Call, email, or SMS sent. Awaiting response.
Qualified	Customer has confirmed interest and budget	Needs assessment completed, quote prepared
Quoted	Formal quote or estimate sent	Follow-up scheduled, waiting for decision
Won	Customer accepted, booking created	Convert to customer, create first booking
Lost	Customer declined or went unresponsive	Lost reason logged, moved to nurture list

Lead Sources

Leads enter the system from various channels:

• Website form — Customer fills out a contact or quote request form
• Phone call — VA or dispatcher creates a lead during an inbound call
• Referral — Existing customer refers someone (tracked via referral code)
• Manual entry — Team member adds a lead directly in the CRM
• Pandora — Marketplace leads from the Pandora network

Each lead automatically records its source for attribution reporting.

Automation Rules

The pipeline supports automated actions at each stage transition:

New → Contacted

• Auto-send a welcome email with company introduction
• Create a follow-up task for the assigned account manager (due in 24 hours)
• If no contact within 48 hours, escalate to team lead

Contacted → Qualified

• Log the qualification details (budget, timeline, service needs)
• Generate a preliminary estimate based on their requirements
• Schedule a detailed assessment call

Quoted → Won

• Auto-create a customer account from lead data
• Generate the first booking based on the accepted quote
• Send booking confirmation and welcome materials

Any Stage → Lost

• Log the lost reason (price, timing, competitor, unresponsive)
• Add to the nurture email sequence (quarterly check-in)
• Auto-schedule a win-back attempt in 90 days

Pipeline View

The CRM provides two views of the pipeline:

• Board view — Kanban-style columns showing leads in each stage. Drag leads between stages.
• List view — Table with sortable columns, filters, and bulk actions.

Both views support filtering by:

• Date range (when the lead was created)
• Assigned team member
• Lead source
• Zone
• Industry interest