Case study · Professional services
From 48-hour response times to under 2 hours.
Context
60 people. 200+ enquiries a month.
A 60-person consultancy receiving over 200 inbound enquiries every month. Response times averaged 48 hours because every enquiry was handled manually: read, categorised, routed to the right consultant, then replied to individually.
Nothing was wrong with the team. The volume had simply outgrown the process.
The problem
Hot leads were going cold.
The sales team was spending hours each week on low-quality enquiries that would never convert, while high-value prospects waited two days for a first response. By the time they heard back, some had already moved on.
The problem wasn't effort. It was a process built for a lower volume that nobody had got around to redesigning.
The approach
AI qualification wired into the existing CRM.
Built an AI-powered lead qualification system using ChatGPT and Make.com, integrated directly with their existing CRM. Every inbound enquiry is now pre-screened, scored, and routed to the right consultant automatically. A personalised response goes out within minutes.
The team only touches the high-value leads, the ones that are actually worth their time. The system handles the rest.
The outcome
Response time from 48h to under 2h.
The sales team reclaimed 15 hours a week. Qualified meetings booked increased by 25%. And the personalisation didn't suffer. The responses still read like they came from a human who'd actually read the enquiry.
The system has been running for six months without manual intervention. The team has stopped thinking about it, which is exactly what a working system should feel like.