The problem
Field technicians are inside customer facilities every day and see expansion opportunities that sales never would. The original program meant to capture those leads launched and failed: the submission flow did not fit how technicians work, the handoff into sales was unreliable, and there was no reporting to show whether anything was converting.
A program like this fails quietly. Technicians stop submitting, sales stops trusting the leads, and the channel disappears without anyone deciding to end it.
What I did
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Started from the technician side, which I knew firsthand from two and a half years in the field. Rebuilt the submission flow around what a technician can realistically capture on site, in the time they have.
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Rebuilt the Salesforce flows and integrations so a submission becomes a properly routed opportunity with the context sales needs to act on it, and the outcome flows back so technicians can see what happened to their leads.
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Built the reporting layer in Power BI to track submissions, conversion, and revenue by the dimensions the business cares about, so the program could be managed instead of hoped for.
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Delivered enablement to both sides: technicians on how and when to submit, sales on how to work a technician-sourced lead.
- Technician spots an opportunity Inside the customer facility, during a scheduled visit.
- Submits in minutes A flow rebuilt around what can be captured on site, on a phone.
- Salesforce routes it A properly owned opportunity with the context sales needs.
- Sales works the lead Enabled on how a technician-sourced lead differs.
- Power BI reports it Submissions, conversion, and revenue by the dimensions that matter.
The outcome flows back to the technician who submitted it
Outcome
The rebuilt program has produced 2,226 submitted opportunities, 436 won, and $2.8M in revenue that did not exist as a channel before.
Because conversion and revenue are reported, the program is managed on evidence and continues to run as a standing part of the sales motion.
19.6%
Technician-sourced opportunities since the rebuild, and the share that closed won: $2.8M in net-new revenue.
In the stack
Where it sits
The highlighted nodes are the systems and people this project touched.