Effective customer engagement and interaction are critical to improving sales processes. Integration with Computer Telephony Integration(CTI) software that connects a business's phone system with its computer applications, such as customer relationship management (CRM) software, helpdesk systems, or other business applications, and automating lead submission to these CTI dialing systems play a significant role in this. Cloud Peritus, a leading Salesforce consulting firm, recently partnered with a prominent client to streamline their lead submission process to the CTI dialing systems, significantly reducing the manual overhead and improving operational efficiency.

The client’s application receives leads from multiple sources, and a complex backend process within Salesforce calculates dialer parameters before submitting the leads to middleware, which forwards them to a third-party CTI system. However, issues occasionally arise where leads are not posted due to system latencies, or in case leads are incorrectly posted into dialers, causing compliance issues (such as leads accidentally submitted in bulk for restricted states). These challenges often required leads to be re-submitted to dialers.

Previously, the business had to run reports to identify affected leads, then pass this information to the application team, which would manually fix the data in the backend. The leads were then submitted in the next scheduled dialer job. This manual, multi-step process lacked tracking capabilities, was prone to errors, and created bottlenecks.

Cloud Peritus proposed a streamlined solution by developing a dedicated Lightning app page that allows business users to re-submit leads in bulk, eliminating the need to depend on the application team. The user-friendly UI was built using Lightning Web Components while the backend leveraged out-of-the-box Salesforce features along with Apex code. This Lightning app offers three lead re-submission options for business users:

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Users can choose from lead reports stored in a dedicated folder as well as the re-submission process. The backend framework will then parse the selected report, process the records, and then submit them to the dialers.

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Due to platform limitations, the backend framework can parse only up to 2,000 records from a Salesforce Report. This option enables users to upload a CSV file which contains up to 20,000 leads. The backend framework will parse the CSV file and send the leads to the dialer of the user's choosing.

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This option is designed for smaller, ad-hoc lead submissions where creating a Salesforce Report or preparing a CSV may be overkill. This enables users to manually enter lead IDs to be submitted to the dialer of their choosing.

The app offers business users the ability to monitor and track the status of their current and previous resubmission jobs from the 'View Results' tab which displays the history of ongoing and previous jobs along with their status. Users also have the option to check the status of a specific submission job by entering the Job ID, which is provided to the user regardless of which re-submission option was taken.

The implementation of the dialer re-submission process delivered significant benefits:

• A 30% increase in the number of leads dialed.
• A corresponding 30% boost in lead conversion rates, directly impacting revenue growth.
• A 10% reduction in compliance issues, thanks to the timely removal of restricted leads from the dialers.
• ‍40% increase in team productivity due to reduced manual effort for both business and application teams.

The automation and streamlining of the dialer re-submission process not only improved operational efficiency but also positively impacted the client’s revenue and compliance management.

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