Case Study
Leads stopped slipping. Follow-up became consistent, routed, and visible — turning inbound demand into a governed pipeline inside the CRM.
0% → 100%
Lead handling standardised end-to-end: every lead classified, routed, followed up, and tracked through a defined lifecycle.
3 → 1
Reduced “shadow pipeline” from 3 places (inbox/Slack/spreadsheets) to 1 source of truth in the CRM — with clear ownership + next action.
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Fragmented tools became one source of truth — unified definitions, consistent intake, and comparable branch performance across locations.
~87% aligned
Leads, bookings, and walk-ins captured under the same rules — reducing cross-branch inconsistency and “lost enquiry” gaps.
Moved from opinion-led reporting to a single, trusted operational view leadership could run weekly — across all locations.
Unified multi-channel enquiries into one governed pipeline; faster response, consistent qualification, more predictable viewings from the same demand.
+47%
More viewings booked from the same enquiry volume by classifying leads and running consistent follow-up (including post-viewing loops).
-63%
Response time reduced by enforcing speed-to-lead rules, alerts, and booking gates for hot enquiries.
Unified enquiries into one quote-to-book pipeline — faster responses, standardised quotes, and reliable follow-up during peak season.
100%
All enquiries captured and routed into one pipeline (no more scattered inbox/WhatsApp tracking).
5 Stages
A simple, weekly-run pipeline made quote status visible (new → qualified → quote sent → follow-up → booked/closed).
Replaced Notion + spreadsheets with one governed lifecycle — consistent follow-up, cleaner handover, and visibility from sales through delivery.
1 pipeline
Sales and delivery moved from scattered tracking to one source of truth with ownership, stages, and reliable reporting.
0 “silent stalls”
Next-action governance surfaced stuck deals early, reducing opportunities lost to missed follow-up and unclear ownership.
Installed a governed booking + follow-up lifecycle; consistent reminders, clearer cancellations, predictable rebooking without living in the inbox.
48h / 24h
Standardised reminder cadence reduced preventable no-shows and last-minute cancellations while keeping tone warm and premium.
4–6 weeks
Rebooking loop anchored to recommended intervals so repeat visits became systematic instead of memory-based.
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