Converting Clients from Leads to Active

Leads are prospective clients who may come to your organisation through various channels, such as your website or referrals from other sources. When a new client record is created, the default status is set to Lead, indicating that the individual is in the initial stage of your client engagement process. After the client accepts the quote and contract, their status is automatically updated to Active.

This topic describes the step-by-step process for converting leads to active clients.

Keywords: lead to active, lead conversion, client onboarding, client management, client status, client profile, active client

I. Steps for Converting Clients from Leads to Active

1. In the left navigation pane, click People, then Clients.

2. Click +Create New Client to start a new client record.

1. Alternatively, you can use the quick action button at the bottom right of the screen to create a new client.
   

3. Complete all required fields in the Lead Form.

For a description of each field in the form, see this table.

Field	Description
Required Fields
First Name	The client’s given name.
Last Name	The client’s family or surname.
Nickname	Auto-populates based on the first name but can be edited. Enter any preferred name or nickname the client uses.
Gender	The client’s gender. Options include Female, Male, Other, or Prefer Not to Say.
Language	The client’s preferred language for communication.
Email	The client’s email address. If the client does not have an email, your organisation can assign a general email address to receive notifications on their behalf.
Client Status	The default client status is set to Lead. You can update this field based on the client’s stage by selecting the appropriate status (Lead, Active, Active Client On Leave, No Longer A Client). For more information, refer to the Client Status and Stages documentation.
Optional Fields
Middle Name	The client’s middle name(s), if applicable.
Date of Birth	The client’s date of birth in DD-MM-YYYY format, which can be selected from a calendar picker.
Country of Birth	The country where the client was born.
Phone Number	The client’s mobile or primary phone number.
Landline	The client’s landline phone number, if available.
Organisation Reference Identification	Unique identifier or reference number of your organisation. This field is autogenerated and does not require manual entry.
Contact Alerts	Any important alerts or notes regarding contacting the client.
Contactable via email	Indicates if the client can be contacted by email (checkbox).
Contactable via SMS	Indicates if the client can be contacted by SMS (checkbox).
Contactable via phone call	Indicates if the client can be contacted by phone call (checkbox).
Contactable via post	Indicates if the client can be contacted by postal mail (checkbox).
Send CareVision system emails	Indicates if the client should receive system-generated emails (checkbox). It is recommended to keep this checked to enable automatic notifications, such as service agreements or booking cancellation alerts, to be sent to the client.
Lead Source Category	The general category of how the lead was sourced (referral, website, word of mouth, social media).
Medium	The specific method or subcategory through which the lead was acquired (LinkedIn, Facebook, Instagram).
Lead Source Channel	The particular channel, campaign, or advertisement that generated the lead.
Departments	Relevant departments associated with the client.
Region	The geographic region associated with the client.
Conversation Note	A multiline text area for recording details of ongoing conversations with the client. This can include transcripts of cold calls, discussions about the client’s needs, or any other relevant communication notes.
Next Steps	Tasks that need to be delegated and completed for the client. You can select from predefined options or create custom actions as needed. Follow-up tasks will appear on the client’s profile and in the tasks section of the Action Board, and can be assigned to team members as required.
Conduct Intake Qualification Call	Checkbox to indicate if an intake qualification call should be conducted.
Complete Intake Requirements	Checkbox to indicate that intake requirements still need to be completed.
Signed Consent Forms	Checkbox to indicate if consent forms still need to be completed.
Book Sales Meeting	Checkbox to indicate if a sales meeting should be booked.
Signed Customer Contract	Checkbox to indicate if the customer contract still needs to be signed.
Create Your Own	Option to add a custom action as a next step.

4. Save the client record by clicking Save or Save & View. Save & View will take you directly to the client profile, allowing you to make further edits.

5. The client profile will display Lead under the name, and the profile ring will appear purple to indicate the client is a lead. You can also add a profile photo (optional).

6. Before a client becomes active, we recommend creating a quote for them. In the Budget / Quotes and Contracts section of the client profile, draft a quote with a cost breakdown summary, including services, fees, funding sources, and supporting documents. The draft can be edited as needed.

See this article for detailed steps.

7. When you’re ready to present it to the client, set the quote status to Open, click Save, and generate the draft quote and agreement as a PDF.

8. If the client agrees and accepts the quote, generate a service agreement and obtain their signature.

9. Set the quote status to Accepted once the client has reviewed the quote and signed the agreement, then click Save. All details, such as funding sources, fees, recurring services, and one-off items, will be reflected on the client profile.

What happens after a lead accepts a quote

• The client’s status is automatically updated to Active Client.
• The label below the client’s profile picture changes from Lead to the quote acceptance date (DD-MM-YYYY format).
• The profile ring turns blue-green to indicate the client is Active.
  

Scroll to the bottom of the client profile and go to the Client Status Logs section.

The Effectivity Date is displayed, and the date reflects when the lead accepted the quote and was converted from a lead to an active client.

Note: The Effectivity Date should be after the date the client was created or added as a lead. It is not related to when the client’s package starts.

This topic walked you through the process for converting leads to active clients. By following this workflow, your organisation can ensure a seamless onboarding experience.

For more information about client onboarding, contact the CareVision Support Team

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