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
Explore Our Success Stories
Utility
CI/CD Automation for Acumatica ERP
The client, a growing U.S. based utility rental company, had implemented Acumatica ERP but faced a slow, error prone deployment process. Despite having a skilled team, releases were delayed due to manual steps like uploading customisations, validating DLLs and coordinating environments resulting in inconsistent outcomes and frequent last minute issues.
Rental
Leading Portable toilet and temporary fence rental services
This case study examines how a utility rental company shifted from a call-centric high touch model to a high-tech online portal, solving understaffed call center issues.The new system improved operations and customer experience, attracting 800-850 new users to the site and pleasing both management and sales teams.