Automated Customer Communication for Order Confirmations

INTRODUCTION

To streamline outbound calling efforts and improve lead management efficiency, we implemented a tightly integrated solution between Salesforce and Five9. The primary objective was to accurately track call attempts, automatically disqualify leads after a predefined threshold, and ensure consistent data across both platforms. This helped prioritize campaigns more effectively, reduce time spent on non-viable leads, and enhance overall data integrity. The result is a more focused sales process, with a clear, synchronized view of lead activity and status.

PROBLEM

Manual Tracking

SDRs manually tracked call attempts, leading to inconsistency.

Counter Visibility

Five9 had its own attempt counter, but it wasn’t visible or reliable from within Salesforce.

Priority Storage

Campaign priority was stored as a string, making automation and numeric filtering in Five9 difficult

Audit Gap

Lack of auditability between Salesforce's intent and Five9 dialer behavior.

SOLUTION

Accurate Call Attempt Tracking

Outbound call attempts are tracked only when triggered by real Five9 dialer activity.
A custom mechanism ensures that only genuine Five9 calls increment the attempt counter on the Lead record.

Automatic Lead Disqualification

Once a lead reaches 8 call attempts, it is automatically:
- Marked as "Disqualified"
- Removed from active campaign memberships
- Flagged for exclusion from future dialing in Five9

Campaign Prioritization for Dialer

A numeric priority field is added to each campaign.
This priority helps Five9 decide which leads to dial first based on campaign importance.
Simplifies dialing logic across systems.

Seamless Data Sync Between Salesforce and Five9

Key custom fields like call attempts, disqualification flags, and campaign priority are shared with Five9.
Enables consistent lead status visibility across both platforms.
Helps support teams diagnose and resolve data mismatches more effectively

BUSINESS OUTCOME

Accurate Tracking

Trigger increments counter only for real Five9 calls

Auto Disqualification

Leads auto-disqualified after 8 attempts

Data Sync

Sync fields ensure shared visibility

Prioritization

Numeric priority simplifies dialer logic

Lead Quality

Only viable leads remain in dialer queue

Single Source

Single source of truth for call count and status

TOOLS & TECHNOLOGIES USED

Client
Testimonials

ZingWorks LLP delivered exceptional results, generating additional revenue while maintaining excellent communication across time zones.

Executive, Mambo Media, Inc

ZingWorks successfully integrated solutions into one of the largest LMSs in the US, exceeding our goals with their innovative approach.

Karen Evans

Executive Director, Black Women Playwrights' Group

ZingWorks LLP automated our distribution process, increasing fill rate by 10% and truck utilization by 3% with their tailor-made solutions.

Sreerangarajan Srinivasan

Head of Logistics & Customer Service, Nivea India Pvt Ltd

ZingWorks LLP successfully deployed the app's features with seamless implementation and outstanding communication.

Nitesh Kumawat

CTO, Teevra Edutech Private Limited

ZingWorks LLP delivered on time and within budget, with a customer-centric approach that made all the difference.

Nitin Kulkarni

Director, Edgelytics Solutions Pvt Ltd

ZingWorks LLP delivered the project on time with excellent communication and seamless management.

Anonymous

VP, Radionome

Explore Our Success Stories

Logistics & Supply Chain

DRP - Distribution Resource Planning

World leader in cosmetic industries.In India they have 2 manufacturing plants Have huge network of CFA, Sub CFA, Distributors across India.Have more than 20,000 SKUs

Utiliy

Lead Disqualification & Campaign Automation

To improve the efficiency of Sales Development Representatives (SDRs) and maintain high campaign hygiene, we implemented an automated lead disqualification process integrated with the Five9 dialer platform. The objective was to instantly remove unqualified leads based on predefined disposition logic, streamline exception handling for web leads, and provide end-to-end visibility through logging and audit trails. This solution ensures SDRs spend time only on quality leads, enhancing productivity while maintaining a clean, real-time lead pipeline.