Inquiry-to-Owner

A raw inbound inquiry is scored and put in front of the person who should work it. A run of the routing process starts the moment a form is submitted, and within minutes the lead has been deduplicated, enriched, scored and placed in the right queue with its evidence attached. No person touches the ordinary case, and agents can hold nearly every role in all three of these processes. The scoring model behind the routing is rebuilt when the scores stop matching what leads go on to do, or when a new fact about a lead becomes available that the model does not read, and routing keeps running on the current version the whole time that rebuild is open. The hygiene cycle merges the records that turn out to be the same person, fills the fields the programs read, and suppresses everybody who has opted out in every system that holds a copy of the audience.