BoomTown Lead Management and Deconfliction

BoomTown, our customer relationship management (CRM) tool, restricts each email address to a single login and primary lead profile across the company. To prevent duplicate entries, agents should first enter the email address into the search bar at the top of the BoomTown page before manually adding a new lead. If a matching lead profile exists, an option will appear at the bottom of the search results: “See company lead that matches [email address].”

If the lead profile is assigned to another agent, it is the responsibility of both agents to discuss the relationship and determine whether:

• One agent has a stronger relationship with the lead, or
• A shared approach is appropriate.

If the assigned agent agrees to transfer the lead, they may do so directly from their BoomTown account. If an agreement cannot be reached, Wes may mediate a final decision based on past sales activity, communication records in BoomTown, or other supporting documentation provided.

Lead Deconfliction Process for New Agents

When a new agent joins the company, some of their imported contacts may already have an existing lead profile assigned to another agent. To manage this overlap, we follow a structured deconfliction process:

Automatic Transfers to the New Agent

• Leads assigned to Client Care
• Leads in Trash
• Leads in New, Qualify, and Archive who have not been contacted in one year or more, and do not have an eAlert

Review and Resolution

• The new agent will review the remaining leads and provide a brief explanation of their relationship with each.
• A staff member will then contact the currently assigned agent and request a transfer.
• If the assigned agent does not agree to the transfer, the new agent will be informed of the decision.
• If the new agent wishes to contest the decision, they may request mediation from Wes for a final determination.

This policy ensures fair and efficient lead management while maintaining professional collaboration among agents. Above all, our goal is to put the needs of our customers first. No one "owns" a relationship—relationships are earned every day through consistent value, trust, and service.