Link: Untouched Accounts
Overview: The number of Salesforce accounts owned by a given rep that have gone longer than the chosen duration without an email, call, or meeting and also don’t have a meeting on the calendar in the future.
Why it’s important: Untouched Accounts measures how many Salesforce accounts are in each reps name that have not been engaged with for the chosen duration. The number of accounts that a rep owns that haven't been touched indicates how effectively they are working their account list.
Who it’s useful for: All sales and customer success employees and their managers.
Definition: For an individual, the total number of unique Accounts in a rep’s name that has neither had an email sent to the account, a call logged in Salesforce against the Account, or a customer meeting associated with the Account in the trailing duration, nor a meeting associated with the Account in the future.
What data is used?: The Account Owner field is used to identify which individual is responsible for the Account (i.e. the rep's name that is in the standard account owner field). Touches data comes from outgoing email data from each individual’s Gmail account or Outlook account, call data as logged via tasks in Salesforce, and calendar invites from each individual’s Google Calendar or Outlook calendar. Emails and attendees on calendar invites will only be included in the calculation if they are sent to a corporate email domain or to an email address that appears on a Contact associated to the Account in Salesforce.
Alerting: The default alert for this card is based on the number of accounts that have gone untouched for 30 days and do not have a future meeting scheduled.
This alert will trigger if a rep or a team has left untouched significantly more or fewer accounts than they have on average over the prior 13 weeks. This alert will also trigger if a rep or team has left untouched significantly more or fewer accounts than their peers.
Back of Card: The data on the back of this card shows, for each Account identified, the timeframe during which the Account went untouched, the name of the Account, the number of days the Account has gone untouched, the Account Type, the Account Tier, and the Industry.
How to use it: The Untouched Accounts card is a good measure of how actively a rep is working their account list. If a rep has a higher number of untouched accounts than usual or compared to their peers, they may not be actively prospecting enough and this could be an early warning sign for low opportunity creation down the road.
Using the filters on this card, you can assess the types of accounts reps on your team are letting accounts go untouched. For example, if you tier your accounts by priority, the Account Tier filter can inform how many of a rep’s tier 1 accounts haven’t been touched. This can help you highlight to the rep where they should be spending their prospecting time or which of those primary tier accounts should be reassigned to a rep that can work them.
FAQ: Why does my rep have hundreds (or thousands) of untouched accounts, and what can we do about it?
As Atrium uses the account owner field in Salesforce to identify who is responsible for the Account (i.e. the rep's name that is in the standard account owner field), this card is dependent on the accuracy of that field. Touches data comes from outgoing email data from the account owner’s email account, call data as logged via tasks in Salesforce, and calendar invites from each individual’s calendar system.
If the number of untouched accounts appears higher than would be expected, here are a few troubleshooting steps you can take.
- Confirm that Atrium has the rep’s correct email address (in the Admin menu) and that Atrium has full visibility into email activity (contact your CSM).
- Make sure calls are correctly being logged in Salesforce and correctly mapped to Atrium. (More information here & here).
- Is this a situation in which a rep primarily interacts with a parent account but also has many child accounts in their name? Please see How Atrium Deals With Parent & Child Accounts.
- Account Ownership Audit: a Salesforce account report based on “account owner = rep’s name” can be run to see what accounts are in the rep’s name and edit accordingly.
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Prefer to dig into the details? Have additional questions?
Be sure to check out how Atrium deals with parent & child accounts.
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Email your CSM at firstname.lastname@example.org!