Case Study
One System for a Call-Center-Driven Sales Process Built Around the Inspection.
A foundation repair company was pulling leads from half a dozen platforms and managing them in none of them. We consolidated the whole operation into Salesforce, and turned the inspection into the sales vehicle it actually was.
The Challenge
Foundation repair is a high-volume, call-center-driven business. Leads come in fast, from everywhere (Angi, Thumbtack, Facebook, and a handful of other platforms) and the window to respond is short. A lead that doesn't get a callback in the first few minutes is a lead that's already called someone else.
The problem was that every platform had its own inbox, its own interface, and its own way of telling you something came in. The call center team was toggling between systems, manually logging activity, and losing track of which leads had been contacted, which needed follow-up, and which were sitting untouched. There was no unified view, no prioritization, and no reliable way to know which sources were actually producing.
The sales process had another wrinkle: the quote doesn't happen on the phone. It happens at the house. An inspector goes out, assesses the foundation, and presents the scope of work in person. That inspection appointment is the pivot point of the entire sales motion, but it wasn't being managed as one. Scheduling was disconnected from the lead. The inspector arrived without full context. And once the appointment was done, there was no clean path for the estimate to flow back into the pipeline.
The Solution
Agentforce Sales: A Single Queue for Every Lead Source
We built a lead aggregation system that pulls inbound inquiries from Angi, Thumbtack, Facebook, and other platforms directly into Salesforce. The lead data was normalized, routed, and ready for the call center to work in one place. No more platform-hopping. No more manual logging.
Lead routing logic assigns incoming leads based on availability, territory, and source, so the right rep gets the right lead at the right time. Call center reps have a single queue to work from, a full view of each lead's history, and automated follow-up tasks so nothing ages out without action.
Lead source attribution is tracked from the moment a lead enters the system, giving leadership visibility into which platforms are actually driving business — and which ones aren't worth the spend.
Agentforce Field Service: The Inspection as a Sales Vehicle
Most companies use Field Service to manage service delivery. We configured it to manage the sales process. For a foundation repair company, the inspection appointment isn't a fulfillment step, it's the moment the deal is won or lost. We built it accordingly.
When a lead is qualified on the phone, scheduling an inspection flows directly from the opportunity record. The inspector is dispatched with full context: who the customer is, what they described, and any notes from the call. On-site, they're working from a structured workflow, not starting from scratch and not re-asking questions the customer already answered.
After the inspection, the scope and estimate flow back into Salesforce, keeping the pipeline accurate and giving managers a real view of how inspection appointments are converting to closed jobs.
The Results
One system, every lead.
Every inbound lead regardless of source now enters a single, managed queue. The call center works one system instead of six, and no lead sits unworked because it came in through the wrong platform.
Inspectors who show up prepared.
Field reps arrive at every appointment with the customer's full history and call notes in hand. The inspection is no longer a cold start, it's a continuation of a conversation that already happened.
Call center performance you can actually measure.
With all lead activity in Salesforce, leadership has visibility into response times, contact rates, and source performance for the first time. Decisions about where to spend on lead generation are now based on data, not instinct.
A pipeline that reflects reality.
The inspection-to-close process is now tracked end to end. Leadership can see how many inspections are scheduled, how many converted, and where jobs are falling out, without pulling it together manually.
Client Profile
Industry:
Foundation Repair, Home Services
Size:
100 - 150 Employees
Solutions Implemented:
Agentforce Sales Cloud
Agentforce Field Service and Operations
Engagement Type:
SOW Implementation
Cultivate Managed Services