Appointment Lead Generation

Key points

• • Automatically create opportunities in CRM when customers book appointments via website or portal.

• • Link appointments to existing opportunities instead of creating duplicates when customers book multiple times.

• • Track the complete customer journey from first appointment to closed deal.

• • Assign opportunities to the staff member handling the appointment, ensuring customers always meet the same person.

• • Automatically create Meeting activities on opportunities with date, time, and assigned person.

• • Help salespeople never miss any potential customer from appointments.

Key points

• • Full automation: No manual opportunity creation needed, saving time and reducing errors.

• • Better tracking: Every appointment with prospects is recorded in CRM with complete history.

• • Customer continuity: Customers always meet the same salesperson without re-explaining their context.

• • Nothing missed: Every potential customer from appointments is tracked in the sales pipeline.

• • Automatic activities: Meetings are automatically scheduled in CRM, staff receive timely notifications.

• • Accurate reporting: Track conversion rates from appointments to orders, evaluate channel effectiveness.

EN/VI terminology reference

Key points

• • Step 1: Customer books an appointment via website, selects appointment type, date/time, and fills in contact information.

• • Step 2: System creates appointment in calendar, assigns to staff member, and sends confirmation email to customer.

• • Step 3: If appointment type has "Create Opportunity" enabled, system checks if customer already has an open opportunity.

• • Step 4: If not, creates new opportunity with appointment name, customer, and assigned salesperson.

• • Step 5: If customer already has an open opportunity with the same salesperson, links appointment to that opportunity instead of creating new.

• • Step 6: Automatically creates Meeting activity on opportunity with appointment date/time and assigned person.

• • Step 7: Salesperson receives notification, prepares for appointment, and updates opportunity after meeting customer.

Steps

• 1. Go to Appointments → Configuration → Appointment Types to view the list of appointment types.

• 2. Open the appointment type you want to enable (or create a new type) and click Edit.

• 3. Find the CRM or Lead Generation section in the configuration form.

• 4. Check the Create Opportunity checkbox to enable the feature.

• 5. Click Save to save configuration. From now on, all new bookings will automatically create opportunities.

Enable/disable decision by appointment type

Key points

• • When a customer books for the second time or more, system checks if they already have an open opportunity with any salesperson.

• • If customer already has an open opportunity with salesperson A, system automatically assigns new appointment to salesperson A.

• • Customers always meet the same salesperson without having to re-explain their context.

• • Builds trust relationship between customer and salesperson, increasing close rates.

• • Salesperson already understands customer needs from previous meeting, saving time and more effective.

• • This feature only works when staff assignment mode is set to Automatically.

• • If set to Manually, customers can choose a different staff member when booking.

Key points

• • System automatically links appointments to existing opportunities instead of creating duplicates when customers book multiple times.

• • Link conditions: Customer already has an open opportunity, opportunity assigned to same salesperson, opportunity not won/lost.

• • Benefits: Avoid duplicate opportunities for same customer, complete history of all appointments in one opportunity.

• • Example: Customer A books consultation with salesperson B (creates new opportunity), after 1 week books demo with salesperson B (links to old opportunity).

• • Result: Single opportunity with two Meeting activities (Consultation + Demo), complete history in one place.

• • Salesperson sees entire customer journey, information not fragmented.

Key points

• • From appointment type: Go to Appointments → Configuration → Appointment Types, open type and click Leads smart button (shows count, e.g., "Leads (15)").

• • From appointment: Go to Appointments → Appointments, open appointment and view Opportunity field, click opportunity name to open CRM details.

• • From CRM: Go to Sales → My Pipeline to see all your opportunities, filter by source "Appointment" or by staff/date.

• • From customer: Open customer record (Contact/Partner), view Opportunities tab to see all related opportunities.

• • Use filters and Group By to analyze opportunities by stage, salesperson, creation date.

Moving opportunities through stages

Key points

• • Update opportunity immediately after each appointment while information is fresh, add detailed conversation notes.

• • Clearly record customer needs, expected budget, decision timeline, decision maker.

• • Add important information like competitors, product strengths/weaknesses in customer's view.

• • Move pipeline stage timely (e.g., from New to Qualified after confirming needs).

• • Schedule next activity (call, email, meeting 2) before closing opportunity form.

• • Mark Won when customer agrees to buy, enter expected revenue and create sales order.

• • Mark Lost when customer declines, select loss reason for analysis and improvement.

Permissions and responsibilities

Key points

• • Update opportunity immediately after each appointment, don't delay or you'll forget important details.

• • Write detailed notes so colleagues can understand context if they need to support or replace you.

• • Schedule next activity immediately, don't let opportunity go "cold" from lack of timely follow-up.

• • Don't create manual opportunities when system already auto-creates, avoid duplicates and loss of sync.

• • Check opportunity history before each appointment to understand context and prepare better.

• • Use CRM filters and reports to track performance, conversion rates from appointments to orders.

• • Train new staff on process: all appointments auto-create opportunities, need to update CRM after each meeting.

Key points

• • Before appointment: View opportunity in CRM, read communication history, prepare materials and appropriate questions.

• • During appointment: Focus on listening to customer, note important points, identify needs and budget.

• • After appointment: Update opportunity immediately, send thank you email with materials, schedule next step, move stage.

• • Regular follow-up: Check pipeline daily, prioritize opportunities about to close, contact customers who haven't responded.

• • Effectiveness analysis: View reports on conversion rates from appointments to orders, continuously improve process.

Key points

• • Duplicate opportunities: Identify main opportunity (newest/most complete), copy important information, merge activities, delete duplicate.

• • Customer changes salesperson: If need to transfer opportunity to another salesperson, update Salesperson field and notify both parties.

• • Appointment cancelled: Opportunity remains, update notes with cancellation reason, schedule new appointment if customer still interested.

• • Customer no-show: Mark Meeting activity as Done, note "No show", contact customer to confirm continue or stop.

• • Multiple attendees: System creates one opportunity for main booking person, can add other contacts to opportunity later.

Key points

• • Key metrics: Number of opportunities from appointments, conversion rate (appointment → won), average time in pipeline, revenue from appointment opportunities.

• • View reports: Go to CRM → Reporting, select Pipeline Analysis or Opportunities Analysis report.

• • Filter by source: Filter by Source = "Appointment" to view only opportunities from appointments.

• • Analyze trends: Compare by month/quarter to see increase/decrease trends, evaluate appointment channel effectiveness.

• • Continuous improvement: Use data to optimize process, train staff, adjust sales strategy.