Lead Capture & Routing System

The Challenge

Primeway Logistics had a good problem - leads were coming in from multiple sources. But managing them was chaos:

• Website form submissions went to a shared email inbox
• WhatsApp inquiries came to the owner's personal phone
• Instagram DMs sat unread for days
• JustDial leads came via SMS and often got missed
• No way to know if a lead was followed up or not
• Duplicate outreach when multiple salespeople contacted the same lead

The director estimated they were losing 30-40% of leads simply because no one followed up in time.

The Solution

We built a centralized lead management system:

1. Unified Capture: Every lead from every source automatically flows into one central database. Website forms, WhatsApp messages, Instagram DMs, and JustDial leads - all in one place.

2. Instant Assignment: Based on rules (location, service type, team availability), leads are automatically assigned to the right salesperson within seconds.

3. Auto-Response: The moment a lead comes in, they receive an instant acknowledgment via their preferred channel with estimated callback time.

4. Follow-Up Tracking: If a lead isn't contacted within 30 minutes, the salesperson gets a reminder. After 2 hours, their manager is notified. No lead sits untouched.

The Results

• Response time dropped from hours to minutes - leads get acknowledged within 60 seconds
• 25% increase in conversions - faster response = higher close rate
• Clear accountability - managers can see exactly which leads are being worked on
• No more duplicates - the system deduplicates automatically
• Full visibility - a dashboard shows lead sources, conversion rates, and team performance