Case study, Education
CRM and IVR for a Sales Team
A cloud IVR that routes calls to the right counsellor and a CRM that records every call and lead, so no enquiry is missed.
- Client
- Education counselling and admissions company
- Industry
- Education
- Services
- CRM Development, IVR Solutions
- Built with
- React, Python, FastAPI, PostgreSQL
What changed
- No missed calls
- Every missed call logged for call-back
- Recorded
- Calls linked to each lead
- Pipeline
- Live view for managers
The challenge
Enquiry calls came to a few mobile numbers. When counsellors were busy, calls were missed and rarely returned. Lead details were kept in personal notebooks, so follow-ups depended on each counsellor's memory.
Our approach
We joined the phone system and the CRM, so each call automatically creates or updates a lead. Counsellors would not need to type the basics.
The solution
Callers hear a short menu and are routed to the right team. Missed calls are logged and assigned for call-back. Each call, with its recording, is attached to the lead in the CRM.
Counsellors see their leads, follow-up dates and call history, and managers see the full pipeline, call volumes and conversion by source.
How we built it
The CRM is a web app on FastAPI and PostgreSQL, connected to a cloud telephony provider for IVR, call routing and recordings. WhatsApp templates help counsellors follow up quickly.
Technology
- React
- Python
- FastAPI
- PostgreSQL
- Cloud telephony
Services used
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