A professional services firm with a 12-person team was handling all new client intake through email, WhatsApp, and a web form — with no routing logic between them, no CRM connection, and no consistent follow-up process.

Inbound requests were arriving through three channels simultaneously. The team was manually checking each, responding when available, and entering data into the CRM inconsistently or not at all. Follow-up was happening when someone remembered.

The Shift:

  • From: leads managed by memory and availability
  • To: intake handled by a system with defined routing and follow-up

Client Objectives

The engagement was guided by clear, measurable objectives that defined success for both business leadership and IT operations.

Unify Intake Channels

Connect web form, WhatsApp, and email into a single structured system with routing logic.

Structured Capture

Replace manual, inconsistent data entry with automated CRM record creation on intake.

Automated Follow-Up

Build follow-up sequences with defined timing, ownership, and escalation logic.