Bytsolv

Lead Management

Integrated lead management with Hyperpush, Mobile-Optimized CRM, web app wireframes, and future enhancements.

Ejas Muhammed

Ejas Muhammed

Founder & CEO

PREPARED FOR

English CafeKenme

Problem Analysis

  1. Using just one WhatsApp number for lead management by a single individual poses challenges in organization. This could lead to missed opportunities for business growth due to potential ineffective responses to leads.
  2. The current challenge is to handle incoming leads well and match them with the right counsellors. However, the existing process is manual and complicated. It involves responding to each lead individually and manually figuring out the best counsellor for their needs.
  3. Upon obtaining a lead, closely monitoring its progress becomes crucial. The absence of a centralized system has led to challenges in effectively tracking the lead's status. This makes it tough for both managers and team members to stay updated on the lead's progress and get a complete understanding.
  4. Without a centralized system to track counsellor workload, managers have to directly communicate with counsellors to assign leads based on their availability. This makes it difficult to schedule counsellors and is time-consuming.

Business Context

  1. To tackle the challenge of managing leads through a single WhatsApp number, a solution is to grant multiple team members access to the account for handling enquiries. This way, counsellors can handle incoming leads, enhancing efficiency and responsiveness.
  2. Introducing an automated system to assign leads to counsellors offers a practical solution that streamlines workflow, optimizes resource use, and efficiently allocates leads, resulting in smoother operations and resource management.
  3. Dealing with the issue of time-consuming and missed updates after counsellor-lead communication, the solution is to document the history of leads and counsellor process tracking. This boosts team productivity and efficiency while enhancing decision-making and optimizing lead management.
  4. Implementing an automated CRM-driven system to distribute leads to each counsellor provides a practical solution. This approach improves resource allocation, leading to smoother operations, better outcomes, and ultimately, increased profitability.

Proposed Solution

Implementation of a system to automate WhatsApp messages and have a basic, easy-to-use mobile-optimised customer relationship management (CRM is required). These systems will work together, making it simple to keep track of things and manage leads effectively.

Hyperpush

  • Automate lead management

With Hyperpush, multiple team members can efficiently handle leads through a single WhatsApp account. You can easily reach out to potential customers and match them with the best counsellors. This not only saves time but also makes lead management more efficient. Leads from different places are sorted based on their preferences and they are then connected with the appropriate counsellors.

  • Centralized monitoring

Hyperpush keeps all lead communication organized in one place, ensuring quick responses and helping you understand lead behaviour to communicate better. The administrator can monitor the engagement and ensure they respond in a manner that meets the lead's specific needs.

  • Personalized communication

HyperPush enhances the customer experience by providing personalized messaging and real-time tracking options, allowing you to send custom messages and offer timely information.

Additionally, when a lead is transferred between counsellors, they will be able to review prior interactions with the lead with the available chat history. This allows them to continue the conversation effectively from its previous point.

  • Improve customer experience

During conversations between leads and counsellors, there are frequent situations where sharing files becomes necessary.

This includes brochures, forms, or website addresses. Hyperpush simplifies the process of utilizing contents from a shared media library during communication, thereby enhancing the overall quality of communication and lead interaction.

  • Run effective and safe campaigns

Hyperpush offers an easy way to engage with leads through various campaigns. You can use it to share materials, like learning resources, with everyone and pre-schedule the campaigns.

Additionally, you can send out notifications for significant events and send personalized messages, including special offers and invitations to webinars.

  • Role-based access permission

Within Hyperpush, there are different levels of roles. Agents can manage communication, managers can respond to messages and oversee campaigns, while administrators possess the authority to perform all these functions and additionally create and manage user accounts.

Mobile Optimized CRM

  • Task Management

A major advantage of using a CRM system for task management is the control and visibility it offers to administrators. They can generate tasks, track their progress, and make well-informed decisions about who should handle each task. Moreover, administrators have a clear view of all tasks, including pending ones, and can readily determine team availability for task assignments.

  • Efficient Resource Utilization

The CRM system facilitates the identification of staff/team members who are either unassigned or already assigned to tasks. Furthermore, it allows categorization based on their respective departments and allocates tasks to these specific departments. This functionality provided by CRM greatly contributes to efficient resource utilization, ensuring that tasks are assigned to the right individuals or teams, leading to improved operational efficiency.

  • Real-time Insights

A CRM system provides immediate insights into key metrics, including the total number of currently active leads generated in a month and the total monthly revenue. This enables monitoring of monthly lead generation, which assists in evaluating the effectiveness of marketing campaigns and making essential adjustments. Additionally, the CRM aids in tracking monthly sales revenue, simplifying the monitoring of progress toward sales targets and highlighting areas for improvement.

  • Improved Lead Tracking

CRM makes tracking and prioritizing leads easier by gathering their data in one place, making it simpler to identify promising leads and use your efforts efficiently. With a CRM system, you can keep an eye on each lead's status, whether they are qualified, in progress, or closed, helping you find leads needing attention and organize your actions accordingly. Additionally, the system allows you to monitor lead activities, like email interactions, website visits, or office calls, assisting in recognizing the most engaged leads and enabling you to focus your efforts on them.

  • Efficient Counsellor Management

The CRM system aids administrators in organizing counsellors' information, monitoring their activities, and assisting counsellors in managing their schedules and appointments.

Moreover, the CRM system gives administrators the ability to closely review each counselor's performance.

  • Increased Profitability

The CRM system keeps track of progress and generates performance reports for continuous improvement. Within a CRM system, tasks can be automated, resulting in reduced man-hours and increased profitability through efficient task management and resource utilization.

Integrated process automation system

Following is an integrated solution where both Hyperpush & CRM is used for automating the lead management.

  • The diagram below visually explains the process of agent allocation using the CRM when an enquiry is received via WhatsApp.

  • The below diagram represents the sequence of events when a message is received from a lead via WhatsApp.

Proposed Web App Wireframes (Responsive)

Agent App

  • Enquiries List
  • Interaction History
  • Todo / Events / Commitment Marking
  • Agent Profile updation
  • Lead status marking
  • Lead feedback system

Admin App

  • Enquiries Overview
  • Interaction History
  • Leads Dashboard / Graphical data
  • Sales conversion & agent analysis
  • Agent management
  • Agent allocation automation set-up

HQ version of diagrams is available in the following link

English Cafe - Kenme Board

Extended Possibilities

  • Advanced sales analytics
  • ML-based predictions on sales insights
  • AI sales agent who responds to leads
  • Customer login & subscription management
  • Learning Management Solutions
  • Referral program implementation