Project Overview & Scope
A fast-growing business generating significant lead volume from WhatsApp, Instagram, Facebook Ads, and Google Forms but with no systematic way to capture, assign, or nurture these leads. Leads were being lost in personal WhatsApp chats, Instagram DMs were never followed up on, and sales reps were manually forwarding inquiries by message. The client needed a unified, automated lead management system across all digital touchpoints.
The Challenge
Leads scattered across multiple platforms (WhatsApp, DMs, ads, forms) with no central repository. Manual process for assigning leads to sales representatives, causing delayed response times. High risk of lead leakage as communication happened on personal messaging accounts without centralized monitoring. Inability to track conversion rates, response times, or sales performance across different acquisition channels.
The Solution
Implemented Salesforce Sales Cloud integrated with multi-channel communication APIs. Developed custom integration flows for WhatsApp Business API, Facebook Messenger, and Instagram Graph API to automatically capture incoming inquiries as Leads in Salesforce. Set up automated Lead Assignment rules using Apex and Flows based on representative availability and lead source. Built custom Lightning Web Components (LWC) for sales reps to manage and respond to leads from a unified inbox inside Salesforce.
Key Features & Capabilities
Advanced technical features and capabilities engineered for this solution.
Multi-Channel Lead Sync (WhatsApp, Instagram, Facebook, Forms)
Automated Lead Assignment & Routing Engine
Unified Agent Inbox LWC
Real-Time Response Time & Conversion Dashboard
Automated Follow-up & Notification Sequences
Lead Duplication & Validation Rules
Results & Value Delivered
Unified lead acquisition: 100% of leads from digital channels are captured automatically in Salesforce. Faster response times: Lead assignment time reduced from hours to seconds with instant notification to reps. Complete visibility: Clear tracking of lead sources, response times, and conversion rates on real-time dashboards. No lead leakage: All conversations stored securely in the CRM, preventing lost deals from personal accounts.
Powered by Cutting-Edge Tech
Leading technologies and tools used to build this solution.
Salesforce Platform
Sales Cloud – Used to centralize lead capture, automate validation, manage pipeline stages, and route prospects dynamically to the sales team.
Custom Development
Apex – Utilized for custom lead processing logic, webhook handling, and API communication. Lightning Web Components (LWC) – Built a unified chat and lead management interface for agents.
Configuration & Automation
Flow Builder – Automated email and notification sequences, lead assignments, status updates, and task creations based on user activity.
Communication & Integration
WhatsApp & Social APIs – Integrated WhatsApp Business API, Facebook Lead Ads, and Instagram Graph API for direct, real-time sync with Salesforce.
Interface & Dashboard Previews
High-resolution interface previews and system screenshots.
What Our Clients Say
Our clients value not just our technical expertise, but our ability to deliver consistently, communicate clearly, and act as a true extension of their team.
They transformed our ideas into a fully functional product. Communication was smooth throughout the project, and their support helped bring it successfully live.
Aiden & Sydney
Co-Founder, Circlez
United States
Christoph
Director, 24hdrop
Austria
Tabish
Associate, Laidlaw & Company
United StatesCustom Software Dev for
Insurance Company
Creative Encode Technologies launched the project and is keeping track of the business milestones, MVP, and client demos. The team uses Trello to specify needs necessary for logical and business process context. They're currently maintaining the project's functionality for smooth operation.