Rotting: deals that need attention

A deal is rarely lost because of one big mistake. Usually it goes quiet: you don’t call for a few weeks, there’s no next appointment scheduled, and the client chooses another agency. From version 1.30.0, Tesoro keeps an eye on this for you with the Rotting score.

“Rotting” means “to rot”. A deal that is “rotting” has gone quiet and is at risk of being lost. The score runs from 0 (healthy) to 100 (the deal has been quiet for a long time). This way you see at a glance which deals you need to pick up today.

When is this relevant?

• You want to know every morning which clients you need to call
• You have many ongoing deals and are losing the overview
• A deal is intentionally paused, for example because the client is on holiday
• You are an administrator and want to determine how strictly Tesoro assesses deals

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The three levels

Score	Level in Tesoro	What it means
0 to 39	Healthy	The deal is on track. You don’t need to do anything.
40 to 69	Needs attention	Something is starting to slip. Plan a next step.
70 to 100	Rotting	The deal has gone quiet. Get in touch today.

On the deal board, you’ll see a warning triangle on the card for these deals: orange for Needs attention, red for Rotting. Healthy deals don’t get a triangle. If you hover over the triangle, you’ll see the score and the reasons, for example Rotting 55 — No next step planned · No contact for 7 days.

With the Needs attention button above the board, you’ll see only these deals, with the worst at the top. You can read more about the board in Pipeline stages and the deal board.

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What does the score look at?

Tesoro looks at five items. Each item adds a number of points to the score.

Item in Tesoro	Question	When does it count?
Next step	Is a next step planned?	There is no future appointment, scheduled phone call, or task of the type Contact or Follow-up on the deal.
Recent contact	Have you been in touch recently?	The longer ago your last call, WhatsApp message, or email, the more points.
Time in status	Is the deal still moving?	The deal has been in the same stage for a number of working days. The closer to that stage’s maximum, the more points.
Open actions	Are there overdue tasks or calls?	An open task or scheduled call on the deal is past its due date.
Closing date	Is the closing date in the past?	The closing date has passed and contact has gone quiet.

Next step: a next step

This carries the most weight. A deal stays healthy as long as something is scheduled with the client. That can be:

• a meeting on the deal in the future
• a scheduled phone call, for example a call-back appointment
• a task on the deal of the type Contact or Follow-up

A task of the type Research or Admin doesn’t count here. Research work in the office is useful, but the client doesn’t notice it. You can read how to choose the task type in Meetings and tasks.

The fastest way to lower the score

Plan a next step right after every call: an appointment, a call-back moment, or a task of the type Contact or Follow-up. With the default setting, the absence of a next step alone costs 40 points. That’s exactly the Needs attention threshold.

Recent contact: the last contact

Tesoro counts real moments of contact with the client:

• phone calls that have taken place
• WhatsApp messages, from both you and the client
• emails with the deal’s contacts

A note or an office task doesn’t count as contact here. The number of points grows with the number of days since the last contact. After the configured period (14 days by default), this item counts fully.

Have you never logged any contact? Then this item doesn’t count. You will, however, get a tip in the explanation panel: log your contact so that the score is accurate.

Time in status: too long in the same stage

If a stage has a maximum number of days, Tesoro counts the working days (Monday to Friday) that the deal is in that stage. The closer to the maximum, the more points. The first few days don’t count yet. An administrator sets that minimum at Settings > Deal Settings under Minimum days (3 by default).

If the stage has no maximum, this item doesn’t count. An administrator sets the maximum per stage. See Setting up pipelines.

Open actions: overdue tasks and calls

Is there an open task or scheduled call on the deal whose date has passed? Then it counts. Here, every open task counts, regardless of type.

Closing date: closing date passed

If the deal’s closing date has passed and contact has gone quiet, extra points are added:

Closing date passed	Extra points
Less than 30 days	3
30 to 180 days	5
180 days or more	10

Do you still have recent contact with the client? Then a passed closing date doesn’t count. Tesoro assumes you’re discussing it with the client.

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Which deals don’t get a score?

• Won and lost deals. Those are completed.
• Deals in a stage that commits the property, such as Reservation or a contract phase. From that moment, the process runs with the notary and the client, and the score no longer counts. Which stages those are, you can see at What does “Commits the property” mean?.
• Deals in a co-broker pipeline. There, the partner agency maintains contact with the client. See Co-broker deals.

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The score on the deal page

On the deal page, the score is in the Deal Details block, to the right of the title. You’ll see Rotting score with the number after it. The colour matches the level: green, orange, or red.

Click on the score. A Why this score panel opens. If you click on a card’s triangle on the board, the same panel opens.

The panel shows:

1. At the top, the score with the level (Healthy, Needs attention, or Rotting) and the explanation 0 = healthy · 100 = rotting.

2. How this score is built up. One line per item: Next step, Recent contact, Time in status, Open actions, and Closing date. Each line has a dot:

   • green: this item keeps the deal healthy
   • red: this item increases the score, with the number of points on the right (for example +40)
   • grey: this item doesn’t count, for example because there is no closing date

3. Tip. If there is not a single moment of contact on the deal yet, Tesoro asks you to log your contact.

4. Pause rotting for this deal. The button at the bottom. See below.

A date that becomes clickable

If the closing date is today or already in the past, the date in the sidebar turns orange or red. You can then click on it. Tesoro opens the edit form with the Closing date field ready to adjust right away.

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Temporarily pausing a deal

Sometimes a deal is legitimately paused. The buyer is on holiday for a month, or is waiting for the mortgage. Then you don’t want to see a warning every day. For that, you pause the score.

1. Open the deal and click on the Rotting score in Deal Details. Or click on the card’s triangle on the board.

2. Click Pause rotting for this deal at the bottom of the panel.

3. Under Reason, enter why the deal is paused. This field is required. For example: Client on holiday until the end of August.

4. Under Pause for, choose how long: 1 week, 2 weeks, or 1 month. 1 month is selected by default.

5. Click Pause rotting.

While the pause is active:

• the board shows a pause icon on the card instead of the triangle
• Rotting paused appears at the top of the panel, with the end date, the reason, and who set the pause
• the pause appears on the deal’s timeline, with the reason

A pause always ends by itself

A pause never lasts longer than three months. After that, the deal takes part again as normal. That way, a deal can never quietly disappear.

Changing or stopping a pause

Open the panel and click Change pause. In the Manage the pause window, you choose:

• Update pause: a different reason or a different duration
• Unpause: stop the pause, the deal takes part again immediately

Stopping a pause also appears on the timeline.

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When is the score updated?

• Immediately, when something changes: you log a call, you send or receive an email or WhatsApp message, or you schedule or complete a task or appointment.
• Every night, Tesoro recalculates all scores. Time keeps ticking, after all: without contact, the score keeps rising every day.

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Settings for administrators

An administrator sets how strictly Tesoro assesses deals. Go to Settings > Deal Settings and open the Rotting tab.

Click to enlarge

The Rotting tab. At the top you choose a profile. Below it you see how heavily each question counts.

Rotting sensitivity: choose a profile

Profile	For whom
Relaxed	Long trajectories, such as new-build or investments. Tesoro only warns when a deal has been quiet for a really long time.
Standard (Recommended)	Most agencies. Tesoro warns when a few things go wrong at the same time.
Strict	A fast market and hot buyers. Tesoro warns at the very first sign.

Under What Tesoro looks at, you’ll see the three questions where the profiles differ, with how heavily each question counts (Counts high, Counts medium, or Counts low):

Question	Which item belongs to it
Did you have contact?	Recent contact
Is the deal still moving?	Time in status
Do you have a plan?	Next step and Open actions

Below that, you’ll see three example deals. If you choose a different profile, you’ll immediately see how that profile would assess these deals.

Adjust it yourself: dividing it yourself

No profile fits? Click Adjust it yourself. You then divide 100% across the three questions yourself using sliders. If you set one question higher, the other two go down together. The three always add up to 100%.

Click to enlarge

Adjust it yourself with the Standard distribution (30, 20 and 50%). At the bottom you set the period without contact.

In doubt? Think in terms of what you notice

Getting warnings too early? Choose Relaxed. Finding out too late? Choose Strict. Most agencies never need to touch the sliders.

Rotting: communication window

Here you set after how many days without contact a deal counts as “cold”. You choose a number from 1 to 365. The default is 14 days.

Click Save to save the settings.

A pipeline can differ

The settings on this tab apply to the whole agency. Per pipeline, an administrator can choose their own Rotting window (days) and Rotting sensitivity. See Setting up pipelines.

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Frequently asked questions

My deal is around 40 even though I called just yesterday. How is that possible?

There’s probably no next step planned. That item carries the most weight. Plan an appointment, a call-back moment, or a task of the type Contact or Follow-up. The score will then drop immediately.

I’ve scheduled a task, but the score stays high.

Check the task type. Only tasks of the type Contact and Follow-up count as a next step. A task of the type Research or Admin doesn’t count. If the task is already past its due date, it actually counts as an overdue action.

I spoke to the client outside of Tesoro.

Log the conversation in Tesoro, for example as a logged call. Tesoro can only count what’s on the deal.

Can I switch off the score permanently for one deal?

No. A pause lasts a maximum of three months. After that, you can pause again, with a new reason.

Why doesn’t my co-broker deal have a score?

With a co-broker deal, the partner agency maintains contact with the client. You can’t build that contact yourself, so Tesoro doesn’t calculate a score for it.

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Next step

Meetings and tasksThe task type determines whether a task keeps your deal healthy.

Pipeline stages and the deal boardThe board, the Needs attention button, and cards that turn orange or red.