Challenge
The client managed a large volume of inbound and outbound communication across multiple teams, but their CRM did not provide enough control over call routing, SMS workflows, missed calls, voicemail handling, or follow-up automation. Communication records were fragmented, agents had limited visibility, and compliance or training reviews were difficult. The client needed a centralized communication workflow connected directly to CRM activity and sales operations.
The client managed a large volume of inbound and outbound communication across multiple teams, but their CRM did not provide enough control over call routing, SMS workflows, missed calls, voicemail handling, or follow-up automation. Communication records were fragmented, agents had limited visibility, and compliance or training reviews were difficult. The client needed a centralized communication workflow connected directly to CRM activity and sales operations.
Solution
Mamble built a Twilio-based call and SMS workflow system integrated with the client’s CRM and agent dashboards. The solution included inbound call routing by campaign, lead owner, team, and time of day; outbound dialing tools; two-way SMS; SMS templates; opt-out and compliance logic; voicemail drop; missed call alerts; automatic tasking; bulk SMS scheduling; and centralized communication logs. The system synchronized notes, outcomes, and attribution back to CRM records.
Mamble built a Twilio-based call and SMS workflow system integrated with the client’s CRM and agent dashboards. The solution included inbound call routing by campaign, lead owner, team, and time of day; outbound dialing tools; two-way SMS; SMS templates; opt-out and compliance logic; voicemail drop; missed call alerts; automatic tasking; bulk SMS scheduling; and centralized communication logs. The system synchronized notes, outcomes, and attribution back to CRM records.
Results
The new workflow improved communication speed, contact visibility, and operational control across teams. Agents could handle calls and SMS from a centralized system, while managers gained clearer reporting on communication outcomes and compliance history. The public case study reports a 23% increase in contact rate, 38% reduction in time-to-connect, and more than 50% reduction in missed calls.
The new workflow improved communication speed, contact visibility, and operational control across teams. Agents could handle calls and SMS from a centralized system, while managers gained clearer reporting on communication outcomes and compliance history. The public case study reports a 23% increase in contact rate, 38% reduction in time-to-connect, and more than 50% reduction in missed calls.