TL;DR

By unifying all inbound queries behind a single toll-free number, standing up a dedicated triage pod, and automating the first touch and expert callback, we cut first-response time to < 1 minute, hit >95% SLA, lifted conversions 10×, shortened the sales cycle to ⅓ of BAU, and unlocked ₹150 Cr+ incremental ARR in Year 1.

The Situation: Revenue leaking from “round-robin” chaos

• Inbound queries piled up inside the CRM and were handed out via generic round-robin.
• No single entry point—multiple numbers and forms fragmented tracking and ownership.
• Result: slow first responses, low connect rates, and significant revenue leakage.

What We Deployed (SmartGreet™ Inbound Engine)

• One unified entry: a single toll-free number became the system of record for every call/chat.
• Dedicated inbound pod: a focused team for triage → qualification → closing.
• Automated workflows: policy-aware orchestration to achieve sub-1-minute first touch and instant expert callback booking.

Think: AI-native routing + SLA-driven playbooks + human handoff with full context.

Time to Value

1. Go-live in 2 weeks: number provisioning, routing logic, SOPs, and playbooks.
2. Week 2–4: first KPI lift—FRT < 1 min and >95% first-response SLA.
3. Week 8–12: steady-state improvements—conversion uplift, better revenue capture, and reliable operating cadence.

The Outcomes that Mattered

• ₹150 Cr+ incremental ARR in Year 1 (speed-to-lead + higher connects + lower leakage).
• 10× conversion rate vs BAU.
• Sales cycle cut to one-third of BAU.

Before vs After (at a glance)

Skalix Editorial
RevOps, inbound, and attribution playbooks for high-volume B2C & D2C teams.

TL;DR

We launched a structured, automated referral engine that produced zero-CAC leads, achieved ≥15% conversion, lifted total leads by 5%, total revenue by 10%, and unlocked ₹80 Cr incremental ARR in Year 1—with go-live in 1 week, first uptick in 2 weeks, and steady-state by 6 weeks.

The Challenge: Rising CAC, Saturated Channels, Falling Conversions

• Marketing CAC per lead kept rising as performance channels saturated.
• Funnel conversion rates declined despite increased spend.
• Net effect: more budget, fewer wins, and pressure on contribution margin.

The Solution: A Structured, Policy-Aware Referral Engine

Goal: Create a reliable stream of zero-acquisition-cost leads that close faster.

What we built

• Always-on referral flows across WhatsApp, email, and in-app—simple share links + unique codes.
• Auto-validation & de-dupe against CRM to block existing customers and prevent fraud.
• Priority routing: referrals jump the queue; instant connect + callback booking.
• Incentive governance: tiered rewards (giver/receiver), cap & clawback logic, expiry, and audit trail.
• Full-funnel analytics: track invites → clicks → sign-ups → qualified → closed; reward only on verified milestones.

Result: Zero-CAC referrals converting at ≥15% with clean attribution and near-instant SLAs.

Time to Value

1. Week 1: Launch flows, codes, and routing rules.
2. Weeks 2–3: First conversion uptick visible.
3. Week 6: Steady-state impact and predictable cadence.

Business Impact

• +5% total leads from referrals (truly incremental).
• +10% total revenue via faster cycles and higher close rates.
• ₹80 Cr incremental revenue in Year 1—CAC ≈ 0, most of it drops to contribution margin.

Before vs After