Proving the data to your client
Give the account team a route from a client's complaint to the evidence needed to investigate it. LeadScale's Engine records capture history and traces processing through delivery, against the requirements agreed for the programme.
To examine a disputed lead, start with the programme's agreed criteria and the record's history. Records created through the LeadScale Engine™ carry source labels, timestamps, lineage and a consent audit trail. Processing is traced through delivery, with reconciliation where records are supplied against an order. That gives the discussion specific evidence.
Start with the objection the client is making
“We already had this lead” calls for examination of the repeat rule and available comparison data. “We cannot reach this person” calls for examination of the contact information and checking. Identify the record and the precise complaint before gathering the evidence.
- Refer to the agreed criteria. Establish the fields, conditions and checks the client expected.
- Examine capture history. Records created through the Engine carry source, timestamp, lineage and consent audit information. Imported records depend on the history their source supplies.
- Review the processing. Examine the check criteria and handling rules relevant to the objection.
- Trace the hand-over. Use the delivery audit trail and, where supply is against an order, reconciliation evidence.
A way to resolve the question behind “quality”
Take a client challenging a phone number on a delivered record. Establish which check the programme used and what it required after a failed result. The checking and the handling need to be examined together.
For a source query, start with the record's label and lineage. For a consent query, inspect the information captured in the audit trail. For a supply dispute, review the delivery and order evidence where applicable.
This makes the investigation specific enough to guide a response: a change to the processing, a clarification of the brief or a request for information from the client's own follow-up.
A check with an agreed response: Everest
Everest checked phone numbers as visitors completed its enquiry form. A failed result prompted a correction, but Everest allowed submission if the warning was ignored. That handling was part of the programme's design.
Establish the evidence your agency needs to present
Agree the information and format needed for client reviews and individual investigations. Confirm what each capture route supplies, including any form or wording evidence required by the client. An audit trail should be assessed on its actual contents.
Questions about client investigations
What should we gather for a challenged record?
The record, the precise objection, the agreed acceptance criteria and the delivery or order information relevant to the hand-over. Use the complaint to identify the evidence needed.
What if the client says the person had little buying interest?
Review the commercial criteria in the brief and the information from the client's follow-up. Contact checks concern the selected data fields; the investigation needs evidence about the interest being challenged.
What if the record came from outside the Engine?
Establish what the original source supplies about capture. Missing collection evidence must remain visible in the investigation; it cannot be assumed to have been recreated by processing.
What does your client need to understand?
Bring a disputed record, the acceptance criteria and the question being asked. We'll work through the processing and evidence relevant to the answer.