The challenge
Leads arrived from the website, campaigns, telesales and WhatsApp, but were assigned inconsistently and follow-ups were missed. Policy data lived in a separate system, so agents lacked context, and service cases had no measurable response targets.
Our solution
We built lead APIs so digital channels and the policy system can create leads and sync customer and policy data into Salesforce.
Leads are assigned automatically, callback reminders notify agents, and a Lightning component tracks lead turnaround time. WhatsApp messages are sent automatically for follow-ups.
On the service side, milestones track response and resolution times and surveys capture satisfaction. The engagement continues through phased enhancements and a monthly retainer.
What we delivered
- Lead and policy data APIs
- Automatic lead assignment with callback reminders
- Lead turnaround and status components
- Automated WhatsApp messaging
- Service SLA milestones and surveys
- Monthly support retainer
The impact
- Every lead captured, owned and followed up on time
- Agents see policy context in one place
- Measurable service SLAs for management