Follow-up SLA

A follow-up SLA is an agreed deadline for the first sales touch on a captured lead, with a clock that starts at capture and a breach when the deadline passes with no activity.

An SLA turns your follow-up policy into a clock. You and your sales leaders agree on the window before the show. From then on, every lead is inside the window, touched, or in breach.

What makes your SLA enforceable?

• An owner per lead, so every breach belongs to a named person.
• A recorded first touch on the lead’s own record, so the clock can stop.
• A shared view of untouched leads, such as an unworked-lead queue, that your team reviews in a sales meeting you already hold.
• A window well inside any lead-steal window, so you see a breach with time to recover the lead.

How do you measure compliance?

SLA compliance is the share of leads your reps touched inside the window. Report it by event and by owner, beside your attempt rate. One enterprise team sets its bar at a 90 percent attempt rate.

Where do you find it in FieldXM?

In FieldXM, every lead your reps capture leaves the floor with an owner, a next step, and an SLA with a first-touch deadline. FieldXM reports your attempt rate and SLA compliance by event, rep, and team. To agree the window with your sales leaders, read the guide on getting sales to follow up on event leads.