Fixing Cumbersome Lead Handling with Automated Capture and CRM Routing

The Problem

A fast-growing vehicle leasing provider relied on manual processes to handle inbound enquiries. Leads arrived through multiple channels—website forms, phone calls, employer portals—and had to be copied or retyped into internal systems. This caused delays, inconsistent data quality, duplication and lost opportunities. As enquiry volumes increased, the team struggled to manage leads efficiently, making it difficult to scale without significant additional headcount.

The Solution

One of our digital squads integrated all lead capture points directly into a bespoke CRM, creating a single automated flow from enquiry to allocation. Leads now entered the system instantly, enriched with source metadata and validated in real time. Automated routing logic distributed enquiries to the correct sales consultant or employer partner channel based on rules such as product type, employer, campaign or region. The CRM was engineered to scale to millions of user records, ensuring long-term resilience as the business expanded.