The Client
A 40-seat BPO in Metro Manila selling outbound lead-generation services to US and AU brands. Strong delivery team, weak commercial engine: leads lived in Gmail threads, Facebook DMs, and a shared Google Sheet nobody trusted.
What Was Broken
- No single source of truth — reps updated different tabs; managers could not see pipeline in real time.
- Slow follow-up — average first touch was 6+ hours; hot inbound inquiries went cold over weekends.
- No scoring or routing — enterprise prospects and one-off SMBs hit the same queue.
- Reporting was manual — leadership got a Friday slide deck stitched together by ops.
What We Built (CRM + Automation)
We implemented a unified CRM (GoHighLevel / white-label CRM architecture — the same pattern behind ScalePlus CRM) with:
- One pipeline with stages: New → Qualified → Proposal → Verbal → Won/Lost, with mandatory fields at each step.
- Web form and Meta Lead Ads → instant CRM contact with source tags and UTM capture.
- Automated assignment rules by territory and deal size; round-robin for general inbound.
- SLA timers — if "New" sits untouched for 30 minutes, manager alert + SMS to the rep.
- Email/SMS sequences for no-shows and stalled proposals.
- Dashboards for daily dials, pipeline value, and win rate by channel.
Results After 60 Days
- 2.1x growth in qualified opportunities (same ad spend).
- Median first response dropped from 6+ hours to under 15 minutes on business days.
- Forecast accuracy improved — leadership stopped guessing which deals would close.
- Rep productivity — 30% more logged activities per head after we removed duplicate data entry.
The CRM did not replace their closers. It removed the chaos so closers could actually close.
Takeaways for Your Team
If you run services, recruiting, or any high-touch sales in the Philippines, the pattern is the same: centralize records, automate routing, enforce SLAs, then measure everything. That is core to how we design CRM and revenue systems at ScalePlus.