8x increase in call capacity
Eliminated manual calculations
Monthly time savings: 40+ hours
SWM, a boutique investment advisory firm specializing in corporate retirement plans, faced a critical challenge: their intricate sales process, designed to maintain professionalism while managing external contractors, had become overwhelming. Managing 40-45 new prospect appointments monthly through a team of five appointment setters, their manual workflow was creating significant bottlenecks and risking missed opportunities.
The Original Process Architecture
1. Dual System Management
- Contractor Communications: Gmail and Google Calendar
- All appointment setter interactions
- Initial scheduling
- Internal coordination
- Client Communications: Corporate Outlook
- All prospect-facing emails
- Calendar invites
- Professional branding
2. Complex Lead Assignment Algorithm
- Geographic Rules:
- LA-based prospects → LA-based advisor
- NY-based prospects → NY-based advisor
- Other locations → Round-robin system
- Time-based Rules:
- Before 12pm Eastern → East Coast advisor
- After 12pm Eastern → West Coast advisor
- Exceptions based on advisor availability
3. Process Challenges
- High Volume Processing
- 4-5 new appointments set daily
- 1.5 hours administrative work per appointment
- Each contractor handling 8-9 appointments monthly
- Complex tracking across multiple systems
- System Fragmentation
- Separate Gmail/Outlook systems
- Multiple tracking spreadsheets
- Manual CRM updates
- Contractor Management
- Delayed feedback on lead qualification
- Complex compensation calculations
- No real-time performance visibility
The Solution & Results
The firm implemented a comprehensive automation system that maintained their professional standards while eliminating manual work:
Key Improvements
- Previous process: 1.5 hours per lead
- New automated process: 15 minutes per lead
- Monthly time savings: 40+ hours
Automation Features
- Unified Communication System
- Maintained Gmail/Outlook separation
- Automated data transfer
- Preserved professional branding
- Intelligent Lead Routing
- Automated geographic and time-zone assignments
- Smart availability checking
- Exception handling
- Contractor Portal
- Real-time lead status visibility
- Automated performance tracking
- Streamlined compensation calculations
"We get about 4 or 5 of these appointments every single day. The process that's involved with these contractors or callers, once they set appointments with these companies... there's many different actions involved, all in one appointment. This automation has transformed how we operate." - Tony, Founding Advisor
Results Summary
- 8x increase in call capacity
- Eliminated manual calculations
- Real-time status updates
- Reduced missed appointments to near-zero
- Enhanced client experience while maintaining professional standards
The Tech Stack
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