CRM and request automation
What to do when the CRM is in place but the process still rests on how attentive the sales team is.
Context
A service company was receiving requests from its website, messengers, partner channels and inbound calls. The CRM was in place, but some leads were entered by hand, some stayed in message threads, and statuses were updated late.
Problem
The manager had no accurate picture of the funnel. Sales people spent time on manual steps, forgot follow-ups and duplicated tasks.
Approach
Aivex started with the process: where a request comes from, who picks it up, which statuses are needed, where the delay appears and which actions repeat.
Solution
- rebuilt the funnel logic
- connected the forms and lead sources
- set up automatic tasks and notifications
- added rules for status changes
- prepared a dashboard
Result
The process became transparent, the team started working by one shared logic, and requests stopped depending solely on how attentive a particular manager was.
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