Contact Lead and Account Attempts

1. Summary

This video introduces a Salesforce integration update from PhoneBurner that improves how teams build and manage outbound calling cadences. Previously, the Salesforce package included fields like Number Attempted Calls, Last Disposition, and Last Attempt, which updated every time a call was logged. However, this created issues for contacts with multiple phone numbers because every call attempt increased the total count, even when those calls were made to the same contact within a short period.

To solve that, PhoneBurner added two new Salesforce fields: Last Contact Attempt and Contact Attempts. These fields only update if it has been more than one hour since the last logged call to that specific contact, lead, or account. This gives users a more accurate way to track true outreach attempts and build cleaner, more reliable calling cadences in Salesforce. The feature is available on Contacts, Leads, and Accounts, and users are encouraged to update to the latest version of the PhoneBurner Salesforce app to start using it.

2. Tags

Salesforce integration, outbound calling, calling cadence, contact attempts, lead attempts, account attempts, last contact attempt, number attempted calls, last disposition, last attempt, CRM workflow, Salesforce package, sales productivity, call logging, cadence tracking

3. Cleaned Transcript

Hello there. This is Jeff Osenes, the Principal Evangelist over here at PhoneBurner, and I’ve got some exciting news for you. Well, I think it’s exciting. I think you will find it exciting as well. So, let me dig into it.

If you are a PhoneBurner customer using PhoneBurner within Salesforce, I think you’re going to find this exciting. One of the key elements to any successful outbound calling strategy is having a good cadence - a method, a process that ensures every contact, every lead, and every account gets worked consistently and goes through the same process.

Over the years, we have tried to make sure that you have the information you need in Salesforce to drive those cadences. Salesforce has an amazing contact management system. You can do a lot of cool stuff with it. If you’re not building cadences directly within the Salesforce CRM, you’re missing out, because there’s a lot of cool stuff you can do there.

What I want to show you today is what we have added to the integration to help improve this process. Several years ago, we added three fields as part of the PhoneBurner package in Salesforce: Number Attempted Calls, Last Disposition, and Last Attempt. These fields were designed to help you manage this calling cadence process, right?

Every time you call somebody, we want to log that as a call. So, Number Attempted Calls increments every time you call somebody. Last Disposition gets updated every time you call somebody based on the actual disposition - the button you click on in the dial session. And Last Attempt updates every time you call them, so you have the date and time of the last call.

Where this was falling short was with contacts that have multiple phone numbers. So if you have a contact with five phone numbers and you call all five of those phone numbers, Number Attempted Calls would increase by five, and that would throw off your cadence.

Now, of course, Salesforce gives you lots of cool tools with Apex classes and workflows to help you create automation to keep things in line. No problem. But that takes work, and we don’t want you to have to do any more work than necessary.

So, we have added two new fields to the Contacts, Leads, and Accounts objects as part of the PhoneBurner package. One of those fields is Last Contact Attempt, and the other field is Contact Attempts.

These are two new fields, and you may think that Last Contact Attempt and Last Attempt are the same thing, but no - they are used differently. They’re very similar, but they are different.

We now have some programming in the system that will only advance Last Contact Attempt and Contact Attempts if it has been more than an hour since the last phone call you made to them, since the last call was logged to that specific contact record in Salesforce.

So, Contact Attempts becomes a true attempts field that you can use for building a cadence. You’re still going to have the total number of calls, and all of that is still listed with Number Attempted Calls, right? That tracks every call. It increments every time you log a call to that contact from PhoneBurner. Boom, that goes up by one.

But Contact Attempts only increments if it has been more than an hour since the last time we incremented it. So, these two fields work hand in hand. We’ve got automation built into the application that will automatically update these fields every time you log a call, but only if it has been more than an hour or it’s never been done before. If it’s blank, obviously, we still want to increment that.

This is live on Contacts, Leads, and Accounts. So now you can truly build a contact attempt, lead attempt, or account attempt calling cadence, and you can base it on that specific field because we will only be incrementing it as long as it has been more than an hour since they were last called.

So what are you waiting for? You need to go update to the latest version of the PhoneBurner app in Salesforce so that you can start taking advantage of this feature and make you and your team even more productive using the power of PhoneBurner.

Thanks again, and happy dialing.