B2B SaaS platform (mid-market, ~120 staff)
- Challenge
- Inbound demo requests were triaged by hand in a shared inbox. Follow-up took over a day on average and sales had no consistent definition of a qualified lead.
- Solution
- A scoring and routing layer combining firmographic fit with an LLM classifier reading the free-text request, writing directly into the CRM with SLA-backed assignment.
- Technology
- HubSpotn8nOpenAIClearbitSlack
- Implementation
- — Audited two years of closed-won and closed-lost records to define fit criteria
- — Built and validated the classifier against 500 human-labelled requests
- — Ran routing in shadow mode for two weeks before switching it live
- — Handed over documentation and a prompt-update runbook
- Results
- First-response time reduced from over 24 hours to under 15 minutes
- Manual triage removed from the daily workload of two people
- Consistent MQL definition adopted by marketing and sales
Business impact: Sales capacity was redirected from triage to conversations, and pipeline reporting became consistent enough to plan against.
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