Success story

Unified virtual switchboard for Spain and Portugal on a single platform

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Sector:

Training

Applied technology

Unification of the care and lead management model on an integrated cloud platform.

Strategic impact:

Call management went from an uncontrolled process to becoming a business conversion engine.

Problem

Lack of control in management and telephonic conversion of leads

This Training sector company, with a presence in Spain and Portugal, Generate many interested leads thanks to your digital marketing actions. Then, your team assists them by phone in a personalized way to convert them into customers. Although this strategy has allowed you to consolidate yourself in the market, it has also brought new challenges to make the process more agile and efficient.

4280

Solution

Centralization and optimization of communication system

The company was facing a Country-fragmented telephony model, with independent operators and no integration between them. This led to a lack of visibility over calls, lost leads due to unanswered calls, and the inability to track them properly. Furthermore, there was no CRM integration or automatic mechanisms to recover missed calls, and it depended on physical terminals, limiting the sales team's mobility.

Real risk identified: Lost business opportunities.

IPVIP Diagnosis The entire lead management and phone support model was analyzed, identifying critical points that directly impacted conversion.

  • Call flow analysis and lead leakage points.
  • Evaluation of unattended call follow-up.
  • Review of the integration between telephony and CRM
  • Evaluation of the telephone customer journey.

What was implanted?

  • Unified virtual switchboard for Spain and Portugal on a single platform: Integrated numbering and call management for both countries.
  • Real-time control and monitoring model: Visibility of answered, missed, and waiting calls.
  • Automatic missed call recovery system (callback): Lead Loss Prevention
  • CRM Integration (Salesforce): Customer identification and context in each interaction.
  • Integration with WhatsApp as an additional communication channel in the PBX: Expansion of acquisition and service channels.
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Results

+40% in calls handled,

Driven by automatic missed call recovery and improved queue management.

Recovery of previously lost leads

Reactivating previously lost leads through automated and personalized follow-up.

Real-time visibility of calls, queues, and wait times

Real-time monitoring of calls, queues, and wait times for more efficient management.

Homogeneous attention in Spain and Portugal

This ensures that all customers receive the same level of service, regardless of their location, improving satisfaction in both countries.

Do you know if your conversion process is ready for Manage a high volume of leads without losing opportunities?
  • We identified what's failing in your conversion process.
  • We optimize lead management to save time and improve results
  • We improve your team's sales performance
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