Source PDF: SOP_EDL_LeadReferral_CSR.pdf
Standard Operating Procedure (SOP)
Handling EDL Leads Referred to EasyDNA - CSR Team
- Lead Reception
- Source: Leads are generated by EDL (primarily the lab staff) and
received on the CRM
- Types of Leads:
- Prenatal DNA Analysis (initial focus).
- Other DNA Analyses referred by EDL for clients outside the US.
- Lead Ownership and Responsibility
- All EDL leads are handled as EasyDNA cases.
- Communication, support, and order handling is managed entirely by the
EasyDNA team.
- The EDL brand is used solely for referral tracking.
- EDL must be marked as the re-seller, but nothing is to be passed to Andy
unless it is an immigration test that EasyDNA cannot handle.
- Initial Contact & Email Verification
- Use only EasyDNA email addresses for all communication.
- If the email on file bounces (e.g., Mail Delivery System error):
- Call the client to confirm their correct email address.
- Once confirmed, send the test information by email.
- Order Management
- Orders must be processed directly from the original lead to retain all
client information.
- For prenatal tests:
- Use EasyDNA's prenatal testing kits.
- Allocate normal US kit from our stock.
- Select the Prenatal Paternity Test.
- For other test types:
- Follow EasyDNA's standard process.
- Request draft templates if they are not already available.
- Payment Handling
- Set up all payments using EasyDNA's AriWallex account.
- Ensure payment links are EasyDNA-branded.
- Sample Collection & Submission
- Follow the standard EasyDNA sample collection and submission
process for all EDL leads.
- No changes are required to collection logistics.
- Customer Care & After-Sales Support
- All support is provided by EasyDNA.
- Treat these clients with the same level of care and communication as
EasyDNA-branded cases.
- Admin & System Notes
- Mark EDL as the re-sellerin the system.
- Record relevant notes on:
- Referral source.
- Communication attempts.
- Order status.
- Team Responsibilities - CSR Team Only
- This SOP applies to all CSR team members, including but not limited to
the admin Team.
- Responsibilities include handling all EDL leads, not limited to prenatal
cases.
- CSR team actions:
- Verify and confirm client contact information.
- Send test details using EasyDNA email accounts.
- Create payment links and track payments.
- Coordinate logistics for sample collection and shipping.
- Process the lead correctly and flag for support if needed.
- Exceptions
- Only escalate to Andy if the lead is for an immigration analysis that
EasyDNA cannot fulfil.
For any questions, updates, or missing draft templates, please notify the
management or support staff.