Case Study
Faster Response Times
Increase in Efficiency
Improvement in Conversion Rates
The client is a leading immigration and study visa consultant, managing daily inquiries and customer leads. To enhance customer satisfaction and streamline operations, the client sought a robust lead management system that would minimize processing times, ensure that every lead was attended to promptly, and optimize the workflow of their sales consultants.
The core challenge was efficiently managing high volumes of leads and ensuring no inquiry was overlooked. Without a system to organize leads by phase in the customer journey, sales consultants experienced disorganized workflows. As a result, customer wait times increased, affecting satisfaction and conversion rates.
Additionally, tracking the progress of leads was cumbersome, with consultants struggling to locate relevant records quickly. The client needed a system to sort and prioritize leads, manage large datasets, and provide easy access to key information like lead history. Key challenges included:
Lack of a structured lead management system to categorize and prioritize leads.
Inefficient workflows for sales consultants, causing delays in lead handling.
Inconsistent monitoring of leads, resulting in some inquiries being missed or delayed.
Difficulty managing large volumes of records efficiently.
Minuscule Technologies crafted a custom QMS (Queue Management System) integration with Salesforce, leveraging Lightning Web Components (LWC), Apex Classes, and Salesforce Flows. The new system was designed to streamline lead management, classify leads into queues representing different phases of the customer journey, and provide visualized wait times to help sales consultants prioritize effectively.
A new "All Queue List" tab was developed as the central hub for managing multiple lead queues. This feature allowed consultants to view all lead stages, visualize waiting times, and make data-driven decisions quickly.
Additional customization included filter options for sorting by name and date in ascending or descending order and a List View option to efficiently manage large datasets. These features provided a scalable, easy-to-use system that simplified record management and ensured each lead was followed through to completion.
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Developed Queue Management with LWC and Apex Classes: Customized Salesforce to create queues representing different customer journey stages, helping sales consultants prioritize leads.
Introduced "All Queue List" Tab: Provided a centralized hub for consultants to view, sort, and manage all lead queues in real-time.
Visualized Wait Times: Displayed waiting times for each lead to ensure consultants could attend to high-priority leads promptly, improving customer experience.
Implemented Custom Sorting and List Views: Added filtering options for quick record retrieval, enabling users to find relevant records efficiently and manage large volumes of leads.
With a structured system in place, consultants experienced a 30% increase in efficiency. The organized queues and easy record retrieval allowed consultants to handle inquiries faster, reducing processing times.
The visualized wait times enabled consultants to prioritize leads strategically, resulting in 25% faster response times and improved customer satisfaction.
The structured queue system provided a seamless workflow from inquiry to closure. Consultants found their tasks better organized, enabling timely and accurate responses at every stage of the lead journey. This led to a 15% improvement in conversion rates as leads were efficiently tracked and nurtured.
The system's scalable design allowed the client to manage a growing number of inquiries without impacting efficiency. Consultants could now easily retrieve records using the List View and custom sorting features, further boosting productivity.
