Salesforce to PhoneBurner Sync Demo

1. Summary

Jeff Osness, Principal Evangelist at PhoneBurner, explains how to improve speed to lead in Salesforce using PhoneBurner’s LeadStreams feature. LeadStreams allow admins to create shared pools of leads or contacts that multiple team members can call from at the same time, without assigning records individually. Each rep gets a different contact from the same pool, and recycle rules can return unanswered contacts back into the pool after a set amount of time.

The training demonstrates how LeadStreams work during a dial session and then shows how Salesforce sync settings can send new contacts into PhoneBurner automatically. By mapping Salesforce fields, setting sync rules, and using a Salesforce flow to trigger the sync, new leads or contacts can appear in PhoneBurner within seconds. This enables a team member who is actively dialing to quickly call a brand-new prospect shortly after they submit a form or request information.

2. Tags

speed to lead, Salesforce, LeadStreams, lead management, shared lead pool, Salesforce integration, sync settings, sales automation, outbound calling, contact management, lead response, dialing workflow, sales productivity

3. Cleaned-Up Transcript

Hello there. This is Jeff Osness, the Principal Evangelist over here at PhoneBurner. In this specific training, I want to talk to you about speed to lead. More specifically, I want to talk to you about speed to lead in Salesforce.

But first, I have a question for you. Are you tired of leaving money on the table because your team was too slow to reach out to new leads or new contacts? If so, you are not alone. That is something we all run into. How can we get on the phone as quickly as possible with those leads as they come in the door? We do not want them to go cold.

Or maybe you have a pool of data, some aged data, and you just want to share that data with a group of people. You do not want to have to run it through an assignment rule and divide it up because nobody really owns those old contacts, leads, reactivation customer callouts, or whatever that campaign might look like. You have a list of contacts that you want an entire team to start working through without having to assign the data out.

Well, PhoneBurner has a solution to both of these problems. It is a feature in the PhoneBurner system that we call LeadStreams. What that does is allow you, as an admin, to define a specific set of data, or different sets of data, whether they are contacts, leads, or specific contacts in specific groups. You can define those into what are called LeadStreams, and then you can have multiple people click to begin a dial session in a LeadStream at the same time. Everyone will call different leads or different contacts from the pool.

For example, what you are seeing on the screen here is a LeadStream with 351 records in it. If I click to begin a dial session right now, and somebody else on my team clicks to begin a dial session right now, we would both be calling from the same pool of leads, but we would be calling different leads or different contacts from that pool.

What is awesome about this is that it allows you to make a list of leads, contacts, or whatever records you are working with available to an entire group on your team. You get to pick and choose which team members are participating in which LeadStreams, and you can set recycle rules. So if I call Sally Prospect and she does not answer, then after a certain number of hours, minutes, or days, she recycles back into the pool to be called again.

Now that you have an idea of how this works, let me show you how it works in practice.

Here you can see that I am in a dial session. I am one person making calls in this pool of Salesforce contacts. When I disposition this call, I move on to the next contact. Here I am calling Randolph Lionel. If he does not answer, I click No Answer, or I leave a voicemail with one-click, taking advantage of the power of PhoneBurner to move through these calls.

It goes to voicemail. I click the voicemail button and leave a voicemail with one-click. If they answer, there is no pause, no delay, and no awkward silence. I just click this Live Answer button at some point during that call, and then I end the call when I am done talking to them.

That helps you understand a shared pool of leads or contacts. But what about speed to lead?

Here I am. I just called Sue Jonah. But what if a new, fresh lead comes into our Salesforce CRM, and I want to get on the phone as quickly as possible with that person? I do not care which person on my team does it. I just need somebody on my team to call that new prospect as quickly as possible. How do we handle that?

Similar to what we are doing here, we just need to get those leads over to PhoneBurner into the LeadStream. We have a tool in the PhoneBurner package in Salesforce to help you do that.

Let’s jump back over to Salesforce. You will see that in the PhoneBurner Lightning app, there is a tab or an option called PhoneBurner Sync Settings. The PhoneBurner Sync Settings allow you to define which object you and your team are going to be calling through on the PhoneBurner side.

In this particular case, I am calling through contacts. Then I can map fields from Salesforce to PhoneBurner. Obviously, we need to have a phone number in order to call people. Everything else is optional, but we do have to have a phone number. You get to define the primary phone number. If you have additional phone number fields you would like to send over, great. Map those as well.

You can also map additional custom fields. So if there is a specific field that you have in Salesforce that should prioritize one contact over another, you can include that.

Let’s go ahead and jump down here to the sync rules. I am not going to dive into everything in detail. We have some training that walks you through all of these things in much greater detail. But here you can see that I have some sync rules defined so that when a new lead or a new contact comes into my system with a contact status of New, which is a custom field that I created, it needs to be sent over to PhoneBurner into the Salesforce Contacts folder.

There is also a workflow or a flow in Salesforce that triggers this action. This is defining how the contact is going to get sent over to PhoneBurner, but you create a flow to actually trigger this action to take place.

Now that you can see a little bit of the mechanics there, let’s jump back over to Contacts and add a new contact in real time. You will see how fast and how amazing this is going to be.

Let’s go ahead and create a new contact. I am going to call this Hot and Fresh. As you can see, I have already done this before, too. We are going to call him, last name, Contact. Hot and Fresh 2 Contact.

Of course, we need to assign an account. For some reason, Salesforce requires that. They love that. We need to set the contact status to New, and of course, we have to have a phone number in there. So let’s go down here and put a phone number in.

Now we are going to hit Save. That record has been created in Salesforce.

Let’s jump over to PhoneBurner. Let’s go to Contacts. Let’s go to our Salesforce Contacts folder, and there you can see Hot and Fresh 2 Contact now exists in PhoneBurner. Within seconds, that record was created in Salesforce and then created in PhoneBurner due to the integration and the PhoneBurner Sync Settings.

What is really powerful is that if somebody from my team is in there making calls right now, the next phone call they make is going to be to our Hot and Fresh 2 Contact. So within seconds of a contact requesting information or filling out a form on your website, your team can be on the phone with them.

Is that not powerful?

Anyway, that is what I wanted to share with you. I wanted to make sure that you understand the power you have available at your fingertips with the PhoneBurner package in Salesforce. You can take advantage of existing data, and you can also build out LeadStreams so that you and your team can be on the phone within moments of a contact filling out a form on your website. We are talking seconds, depending on how many people you have working in your PhoneBurner account at that time.

As long as you have somebody making dials, that next phone call is to the new, fresh contact that just came in the door.

Anyway, that is what I have for you here. Thank you for taking the time to watch this video. I hope this helps you and your team start getting more done in less time using the power of PhoneBurner.

Thanks again, and happy dialing.