Arocom IT Solutions Pvt. Ltd.

Automated Outbound IVR System for Lead Management

Client

A leading home care services provider specializing in personalized care solutions for clients requiring assistance with daily living activities and medical support services.

Challenge

The home care provider faced significant challenges in managing and converting leads effectively through their existing manual processes. Their specialists and agents were spending excessive time on routine outbound calls to potential clients, which created bottlenecks in lead conversion and follow-up communications. The organization lacked an automated system to handle initial customer interactions, record responses for analysis, and seamlessly integrate with their existing Salesforce CRM infrastructure. Additionally, they needed a solution that could

intelligently schedule calls during appropriate business hours and automatically route interested prospects to their specialist teams while maintaining comprehensive call records and transcripts for compliance and analysis purposes.

Key Results

  • Automated 80% of outbound lead calls, reducing manual effort by specialist teams by 65-80 hours per campaign
  • Improved lead response time by eliminating manual call scheduling delays and enabling immediate automated outreach
  • Achieved significant reduction in operational costs by processing 4,000-4,800 calls automatically per campaign at 40-50 seconds each

Solution

implemented a comprehensive solution that integrated Salesforce with Amazon Connect to create an intelligent outbound IVR system. The solution leveraged event-driven architecture using Amazon AppFlow to detect new lead creation events in Salesforce and automatically trigger outbound calling workflows.

  • Event-Driven Lead Processing: Configured AWS AppFlow to monitor Salesforce lead creation events, with Amazon EventBridgefiltering for specific event types and triggering downstream processes.
  • Intelligent Call Scheduling: Implemented AWS Step Functions to orchestrate workflow execution, including business hours validation and conditional wait states to ensure calls are made during appropriate times (9-5 business hours).
  • Automated Outbound Calling: Developed AWS Lambda functions to initiate outbound calls through pre-configured Amazon Connect IVR flows, with intelligent routing based on customer responses.
  • Smart Call Routing: Configured the IVR system to automatically connect interested leads to specialist teams while logging uninterested prospects for future reference and analysis.
  • Comprehensive Data Management: Established Amazon S3 storage for call recordings, transcripts, and event data, with automated data transfer back to Salesforce for status updates and lead tracking.
  • Scalable Architecture: Designed the system to handle varying data volumes, with automatic S3 storage for events exceeding 256 KB and direct EventBridgeprocessing for smaller datasets.

Technologies Used

  • Amazon Connect
  • Salesforce CRM
  • Amazon AppFlow
  • Amazon EventBridge
  • AWS Lambda
  • AWS Step Functions
  • Amazon S3
  • InteractiveVoice Response (IVR)
  • Event-driven architecture

Summary

We developed an automated outbound IVR system for a home care services provider that integrated Salesforce with Amazon Connect, reducing manual calling efforts by 80% and processing 4,000-4,800 automated calls per campaign. The event-driven solution leveraged AWS Step Functions, Lambda, and EventBridge to intelligently schedule and route calls while maintaining comprehensive call recordings and automated CRM updates.