Business use case — at a glance

Step 1Web, phone & messaging in
Step 2Rules & ownership set
Step 3Callbacks & approved reminders
Step 4Audit trail on the lead

One lead record from first touch to disposition—not a separate policy-admin system.

Insurance lead automation on a custom CRM platform

For brokers, agencies, insurtech startups and multi-branch distribution teams where enquiries arrive on web, phone and messaging—but follow-up still lives in disconnected tools.

Trigger / problem

Leads duplicate across web forms, call centre notes and WhatsApp. Producers re-type data into spreadsheets. Managers cannot see who owns the next action or whether consent was captured.

Workflow before → after

Before: manual export from web → email alert → agent personal tracker → optional dialler without CRM context.

After (scoped platform): capture enquiry → deduplicate on phone/email/policy interest → qualify with required fields → assign to producer or queue → schedule callback → send approved template reminders → log disposition and next step on the lead record → optional voice session linked as call_session beside the lead.

Users involved

Tenant admin — products, teams, consent templates
Producer / agent — work queue, callbacks, notes
Supervisor — assignment rules, SLA views (scoped reporting)
Integration service account — aggregator or rating API (read-only where possible)

Integrations (typical)

Policy/aggregator APIs (scoped read)
Email/SMS providers with template approval
Calendar for callbacks
FreeSWITCH or CPaaS for click-to-call / inbound
Document store for KYC uploads

Data & security

PII minimisation, consent flags, role-based access to recordings/transcripts. Not a policy-admin system, claims engine or compliance certification by itself.

KPI direction (define baselines in discovery)

Time to first contact
% leads with owner and next action
Contact attempt completeness

Do not claim conversion uplift without measured before/after in your deployment.

Implementation scope & exclusions

In scope: lead lifecycle, assignment workflows, integration hub, optional voice orchestration, audit trail on status changes.

Out of scope unless separately contracted: autonomous underwriting, claims adjudication, regulator sign-off, every carrier API in India.

Related portfolio: insurance ERP & WebRTC case study (different SKU—desk-centric).

Next step

Configure modules, budget band and timeline on the product page—or read engineering evidence on the case study.

Open scope estimator Technical case study