Multi-Channel Lead Response Automation

The Challenge

The client had lead enquiries arriving across four channels with no central triage. Response time and quality varied by team availability.

Our Approach

We mapped the inbound journey, built routing logic, and implemented a qualification layer that classifies urgency and intent before assigning each lead to the right sequence.

The System

• Inbound capture from web forms, email, and social inboxes
• Intent classification and priority scoring
• CRM sync and ownership assignment
• Human-in-the-loop escalation for ambiguous leads

The Results

• Median first response time reduced to 7 minutes
• 3x increase in follow-up consistency
• 18% uplift in qualified conversation rate

What's Next

Add a lightweight pricing estimator for higher-intent leads.