Case Study: Enterprise Omnichannel for Property Lead Capture
The Challenge
A UK-based property services provider, offering outsourced chat-based lead capture for 300+ property companies faced platform failure. Their legacy system couldn’t scale, had poor stability, limited AI/bot capabilities, and no disaster recovery plan. With 25-35K monthly chats across 300+ unique configurations, platform stability was existential.
Organization Profile:
- 75-80 agents handling 25-35K chats monthly
- 300+ property company clients
- Each client requires unique chat branding and configuration
- 24/7 operations requiring bulletproof reliability
The CTG Solution:
CTG’s comprehensive market intelligence identified an enterprise omnichannel messaging platform with best-in-class multi-tenant configuration capabilities. The platform supports truly unlimited client configurations (each with unique branding, routing rules, and bot behaviors), advanced NLP for sophisticated bot automation, high availability architecture with built-in disaster recovery, and seamless CRM integrations to eliminate manual data entry.
Measurable Results:
- Platform uptime improved from 95% to 99.9%+
- 40-50% of routine inquiries automated with bots (especially after-hours)
- Agents can now handle 5+ simultaneous chats (up from 3-4)
- Lead capture improved 25-30% due to better after-hours coverage
- CRM integration reduced manual entry time by 60%
Business Impact: At 25,000 chats/month with 30% conversion, improving conversion by just 5% creates 1,250 additional leads. At £50-150 per lead, that is £62,500-£187,500 in additional monthly revenue.
