The brief
Inbound project enquiries were converting at a fraction of the rate the growth team forecasted. The drop wasn't quality — it was time. Most prospects were already deep in a competitor's pitch process by the time a human reviewed them.
The internal team had attempted templated email automations twice. Both were paused after the founders flagged the tone — it didn't sound like the agency. They wanted real review, real personalisation, and real speed — without doubling the new-business headcount.
What we built
- Multi-channel intake from form + email + WhatsApp Business
- Agent classifier scored each enquiry against a learned ICP and budget-fit ruleset
- Per-prospect research dossier: company, role, industry, prior touchpoints
- Personalised first-touch drafted to inbox for team review before send
- Routing rules per service line and language (DE/EN/FR/IT)
- Full conversation log in the CRM, attributed to source
Results
- Qualified-lead rate up 38% in the first 60 days
- First-touch latency dropped from 9h average to under 4 minutes
- 62% of qualified prospects now receive a same-day reply
- Brand-voice review stayed clean — zero re-work flagged
“We stopped losing prospects in the gap. The agent doesn't replace our new-business team — it gives them four extra hours a day to do the work that actually needs a human.”