# Close Deals ## Automate Lead Routing The right lead reaches the right rep immediately — every time, without exceptions or manual overrides. ## The Brief Lead routing sounds simple until you have territories, segments, overlapping account ownership, partner-sourced leads, re-engagement triggers, and a 30-person sales team with coverage gaps. Manual routing creates delays, routing errors, and rep conflicts. The agent applies complex routing logic automatically — mapping leads to the right rep based on territory, vertical specialization, account ownership, lead score, and availability — and routes every lead within 60 seconds of qualification. ### Applies multi-dimensional routing rules in real time Routing logic isn't just territory assignment. The agent applies a hierarchy of routing rules: 1. Does an account already have an owner (existing account routing)? 2. Does the lead's territory assignment match an available rep (territory routing)? 3. Does the lead require segment-specific expertise (vertical or product-line routing)? 4. Is the lead partner-sourced (partner attribution routing)? Each rule set is applied in priority order, with fallback rules when the primary criteria don't produce a clear match. The routing decision is made in under 60 seconds. **Lead:** Jordan M., Prism Analytics. **Routing rules evaluated:** 1. Existing account ownership — none. 2. Territory: West, 200–500 employees → Jordan K. (available). 3. Vertical: RevOps — Jordan K. (specialist). **Routed:** Jordan K. (matched 2/3 criteria). ## Manages rep availability and load balancing Territory-based routing breaks down when a rep is on PTO, has a full queue, or is a new hire still ramping. The agent monitors rep availability (connected to calendar and out-of-office settings) and lead queue depth (how many open leads each rep is working) and applies load-balancing rules when primary territory routing isn't optimal. A rep at 150% of queue capacity gets fewer leads routed than a rep at 80%. A rep on PTO has leads temporarily re-routed to the backup assigned in the routing rules. Queue overflow doesn't mean leads sit unrouted — it means the system redistributes appropriately. **Jordan K.:** queue at 140% capacity, returns from PTO Monday. **Routing adjustment:** Tier 1 lead re-routed to backup rep Sarah L. (West Enterprise, 90% capacity). Jordan K. notified on return. Tier 2 leads held in queue for Monday. ## Handles account ownership conflicts and multi-rep scenarios Real routing complexity comes from edge cases: a lead from a known account that has two reps on it (AE + CSM), a re-engagement from a closed-lost account where the original rep has left, a lead from a company that's a current customer in a different division. The agent applies ownership resolution rules for each scenario: active account with CSM routes new leads to the CSM-plus-AE combination; closed-lost with departed rep routes to the territory rep; current customer in different division routes to the AE with an internal handoff note flagged. Every edge case has a defined resolution. **Edge case:** Apex Corp (current customer in EMEA division) submits form for US product. **Routing:** US territory rep (Jordan K.) flagged with note — 'Existing EMEA customer, Sarah K. (EMEA CSM) to be copied on first outreach.' Relationship preserved. ## Reports routing accuracy, speed, and rep performance by segment Routing without measurement produces invisible problems: a territory mapping error that routes 20% of Tier 1 leads to the wrong segment, a capacity rule that's chronically redistributing leads away from the best rep for a specific vertical, or a routing rule that triggers a 10-minute delay for leads that should be immediate. The agent tracks routing speed by tier, routing accuracy (how often the first-assigned rep was the right rep), and rep performance on routed leads (conversion rate by routing rule) — and surfaces anomalies that indicate a routing rule needs adjustment. **Routing report (last 30 days):** Avg route time Tier 1: 48 seconds. Accuracy: 94% (6% re-routed after initial assignment). Rep performance: Jordan K. — Tier 1 conversion 31%, Sarah L. — 22%. Anomaly: West territory Tier 2 leads re-routed 18% of the time (capacity issue). ## Today vs. with ABM Strategist ### Today - Leads are routed manually through a shared inbox or ops queue — delays of 2–8 hours are common, with routing errors from misapplied territory rules. - Rep on PTO means leads sit unrouted until they return — or another rep picks them up informally without an official reassignment. - Routing accuracy isn't tracked — re-routing decisions are informal and don't surface patterns that indicate systematic rule problems. ### With ABM Strategist - Every lead routes within 60 seconds using a full hierarchy of routing rules — no manual touchpoint, no queue delay. - PTO coverage and backup assignment is enforced by the routing system — leads route to the designated backup automatically. - Routing accuracy and re-route rate are tracked per territory and tier — systematic errors surface as reportable anomalies. ## Works with - **Qualify Form Fills** Lead qualification tier determines the routing priority — the two agents run in sequence for every form fill. - **Enrich Inbound Leads** Enrichment data provides the firmographic and technographic context that routing rules run against. - **Inbound SDR** Routing decisions trigger the Inbound SDR first-response workflow — enrichment, scoring, and routing flow together. ## Three layers, one platform by Lantern Every agent runs on three layers: a unified data model, 150+ enrichment providers, and an open-source engine where every decision is auditable. ### Data Waterfall 150+ enrichment providers. Sequential routing optimized per segment. The best answer wins. No vendor lock-in. ### Agent Engine Open-source execution engine. Workflows defined in code. Human-in-the-loop checkpoints. Full audit trail on every action. ### Revenue Ontology Every data source normalized into one model. Entity resolution across systems. Relationships stored, not inferred. Schema that evolves with your business. ## FAQ - **How complex can the routing rules get — are there limits on the number of conditions?** - **Can we set round-robin routing within a territory pool instead of specific rep assignment?** - **How do partner-sourced leads get attributed and routed differently?** - **What happens when the routing system can't find a matching rep — no coverage for a territory?** Routing is a systems problem that looks like a people problem until you fix the system.