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Outbound problem

I have no single scorecard when reps work across several tools

Each rep sends from several mailboxes, a LinkedIn account and a dialer seat, and some mailboxes are shared. Every tool reports per mailbox or per campaign, so there is no row that says what one rep did this week.

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What it looks like

  • To see one rep's week you open three or four tools and add the numbers yourself.
  • Targets exist in a document, and nobody can see progress against them until the week is over.
  • A shared mailbox or a pooled domain means sends cannot be credited to anyone.
  • One-to-ones are spent establishing what happened instead of discussing why.
  • A quiet rep is only noticed when the monthly numbers arrive.

Why it happens

Sending tools are organised around senders, not people. An email tool reports per mailbox, a LinkedIn tool per LinkedIn account, a dialer per seat, and the CRM per owner. A rep is all four, and no tool knows that a given mailbox, account, seat and owner are the same person.

Cold email makes this worse on purpose: reps send from many mailboxes on several domains to protect deliverability, so one rep is a dozen senders. Shared mailboxes break the mapping completely, because the sender is no longer one person.

What teams try

  • A spreadsheet with a mailbox-to-rep tab

    The right idea, done by hand. It has to be reapplied to every export and updated every time a mailbox is added or reassigned.

  • Asking reps to log activity in the CRM

    Reps log what they remember. Automated sends are too many to log, so the CRM shows calls and meetings and almost none of the outreach.

  • Naming conventions in each tool

    Putting the rep's name in the mailbox or campaign name helps a person read a list. The tools still do not add anything up.

  • One tool per rep

    It makes the reporting line up and makes the team impossible to compare, and it multiplies subscriptions.

How OutboundManager handles it

OutboundManager keeps one mapping from every sender to a rep and applies it to all activity, so each rep is one row regardless of how many tools they use.

  • Every mailbox, LinkedIn account, dialer seat and HubSpot owner is listed in one table and mapped to a rep. Matches are suggested by email address.
  • The scorecard shows sends, LinkedIn touches, calls and connected calls, replies, positive replies, meetings and pipeline per rep, each against a weekly target with a bar.
  • Targets for sends, LinkedIn touches, replies and meetings are set per rep and pro-rate to the period you are looking at.
  • For shared mailboxes, or tools that do not report which mailbox sent, activity falls back to the campaign owner. The owner is detected from a rep name in the campaign name, or set by hand.
  • Re-mapping a sender moves its history with it, because the rep is resolved when you look, not when the data was synced.
  • Anything with neither a mapped sender nor a campaign owner shows as Unassigned, so nothing is silently dropped.

Related integrations:InstantlySmartleadHeyReachKlentyAircallHubSpotAll integrations

Rep scorecard: four reps with sends, LinkedIn touches, replies, meetings, pipeline and won revenue, each shown against a weekly target

The rep scorecard: one row per rep across every tool, against weekly targets. Demo data.

Fix it this week

These steps help whether or not you ever use OutboundManager.

  1. List every mailbox, LinkedIn account and dialer seat the team uses, with one owner next to each. This list is the thing every report depends on.
  2. Find the shared mailboxes. Either give each one a single owner, or agree that its campaigns carry the rep's name.
  3. Set three or four weekly targets per rep and no more: sends, LinkedIn touches, replies and meetings cover most teams.
  4. Put the rep's name in every campaign name. It costs nothing and makes any later roll-up possible.
  5. Review the mapping whenever a rep joins or leaves. Orphaned mailboxes are where activity goes missing.

Questions

What if two reps share a mailbox?

A sender maps to one rep. For a shared mailbox, leave it unmapped and give each campaign an owner instead; activity then goes to the campaign owner. The owner is picked up automatically when the campaign name contains one rep's name.

Do reps see each other's numbers?

Reps can see the dashboards, with their own row highlighted. Admins manage connections and billing, and managers set targets and reports.

Are calls included?

Yes, with a dialer connected or with outbound calls logged in HubSpot. Calls and connected calls appear per rep. They are not counted as touches, so reply rates stay per send.

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