Lead Management Tool Support

Currently, over 90% of our leads are for residential customers. These leads typically involve one-off projects, such as updating an existing property with a new boiler or cooling system or for new builds and extensions.

We are gradually introducing small commercial projects that require solutions similar in scale to standard residential ones, e.g. small corner shops.

Most leads involve air/water systems or air/air heat pumps, with demand often fluctuating based on the season and weather.

Leads are generated through various methods:

• Daikin's year-round digital campaigns targeting households across the UK
• Demonstrating our solutions to the public at industry exhibitions
• Collaborating with utility providers and other partners on joint campaigns
• Partnering with lead generation agencies

Our campaigns often focus on educating the public about heat pumps and encouraging them to find a heat pump expert via our website.

Leads are qualified through various methods based on their source. Some leads are vetted by Daikin’s customer contact centre via phone calls, where they gather detailed information from the customer before forwarding it to a heat pump expert. Other leads are qualified through a series of digital questions.

The qualification process ensures that customer details are accurate, filters out spam and bot requests, and only forwards leads to heat pump experts when a customer is genuinely interested in a heat pump.

The system uses an algorithm to identify the most suitable heat pump expert based on four key factors:

• Product knowledge: Ensures the expert is qualified to handle the specific product the customer needs.
• Business application: Matches the expert's profile with the type of property involved.
• Location: Prioritises experts whose offices are closest to the job location.
• Engagement score: Gives preference to experts with higher engagement scores.

If the system fails to find a suitable expert after two attempts (or fewer if there are no local options), Daikin will manually assign the lead to a heat pump expert.

Each lead can earn up to 30 points based on several categories:

• Acceptance status
• Amount of feedback provided
• Final outcome
• Customer satisfaction rating

An account’s engagement score is the average of all lead scores within a specific period, resulting in a total score out of 30. Details about each category are provided below:

Acceptance rate

Maximum score is 5 (over the last 4 months)

• Accepting a lead = +5 points
• Rejecting a lead = +2 points
• Ignore a lead = +0 points

Feedback score

Maximum score is 5 (over the last 4 months)

• Lead contacted = +1 point
• Price offer sent = +1 point
• Client met = +1 point
• Status informed = +2 points
• Status not informed = +0 points

If a user adds a single date to any of the feedback fields, the lead’s status will automatically change from “not informed” to “informed.”  This means that by entering a date in the contact field, the user will earn +3 points for the lead:

• Adding a contact date = +1 point
• Changing the status of the lead to “informed” = + 2 points

Win rate

Maximum score is 10 (over the last 4 months)

• Won lead = +10 points
• Lost lead = +0 point

Customer feedback

Maximum score is 10 (over the last 6 months, excluding the most recent month).

Once a lead is marked as won or lost by a user, the customer will receive an email with a link to a feedback survey. This survey asks questions about their experience with the heat pump expert and requests a rating from 1 (poor) to 5 (great). The rating provided will determine the score the heat pump expert receives for that lead:

• 5 stars = +10 points
• 4 stars = +8 points
• 3 stars = +6 points
• 2 stars = +4 points
• 1 star = +2 points

The scoring period for each category means your score will change over time, allowing the system to identify users who have been actively using it recently.

Engagement scores cannot be reset. However, all accounts begin with an engagement score of 0. A low score does not mean you will stop receiving leads.

All accounts use the heat pump expert’s registered address as the main office address. By default, you will receive leads within a two-hour travel radius from this location.

If you wish to reduce your travel time, please contact sustainablehomenetwork@daikin.co.uk. Increasing the driving distance beyond two hours is not currently possible but may be an option in the future.

Each location can receive leads from up to two hours away. If your business operates from multiple locations or has a network of heat pump experts across the UK, you can add additional locations to your account.

• Each location must have a user with a unique email address
• A location can have multiple users
• A single user cannot manage multiple locations

To add more locations, please contact sustainablehomenetwork@daikin.co.uk

Multiple users can be added to an account, enabling them to accept and manage leads. When a new lead is sent to an account, all users will receive an email notification. Any user can accept the lead, and updates can be made by any other user.

Changes to the lead will be tracked in the feedback column on the right side of the lead page, showing a timestamp and the name of the user who made the change.

For adding or modifying users, please contact sustainablehomenetwork@daikin.co.uk.

Over the weekend, the system will pause all timers and countdowns. During the week, you have 24 hours to accept a lead before it’s withdrawn from your account.

However, if you receive a lead on Friday at 2pm, you'll have until 2pm Monday to accept it. Please note that this does not apply to bank holidays.

A Sustainable Home Planner lead is a lead that has come through from Daikin's heat pump calculator. 

This tool was created to help customers find a suitable  product for their home. It asks the customer a series of questions about what their home and what they want to achieve, and then recommends a solution based on their answers.

These leads are only avaialble to installers who are registered on Stand By Me (SBM).

When a customer answers all the questions in Daikin's heat pump calcualtor and agrees to speak to an installer, their answers are stored on Stand By Me (SBM).

If you accept a Sustainable Home Planner (SHP) lead, you will be able to see the customer's answers in SBM.

To do this:

1. Log into your lead management tool account.
2. Open the SHP lead.
3. Click on "Project Follow-Up" button - this is near the top of the screen, to the right of "Lead FollowUp" and "Unqualify"
4. Click on Manage project
5. Log into SBM and find the customer under "System selection"
6. Click on "Open"