117 The Center for Creative Leadership’s Greensboro campus in North Carolina, USA IN FOCUS: DYNAMICS 365 workflows that would route inbound leads to the correct sales teams based on enquiry, location and more. Dubbed the ‘speed to lead’ initiative, the goal was to reduce the amount of time it took to get leads into the hands of the sales team. The solution used Microsoft Power Automate to orchestrate the flow of information, combined with a custom-trained AI model tuned with CCL’s own historical data. The solution only took 20 hours to implement thanks to CCL’s existing ChatGPT endpoint and Sunrise’s familiarity with its systems. By learning the patterns that distinguished legitimate prospects from junk submissions, the model could automatically flag and remove spam before it ever reached a human reviewer. Leads that passed this validation step were then routed to the correct sales team based on region and business rules defined by CCL. Because the process was built inside Dynamics, updates to assignment logic could easily be managed as the organisation’s needs evolved. The new tool automatically filters spam, validates legitimate leads and routes them to the appropriate sales team all seamlessly within the Dynamics 365 environment. “Now it just runs,” says Jennifer Bradley, senior manager of global marketing systems, integrations and operations at CCL. “Leads come in, get validated and are assigned automatically. That means our sales team is following up within the hour, while the prospect still remembers submitting the form. It’s been a huge win for us.” Since the transformation, CCL has cut manual review time by over 90 per cent, down to just one hour per week by filtering out over 300 spam leads each month. This allows the team to respond to leads faster, more accurately and with greater confidence, helping to free up valuable staff capacity for higher-impact work. Photo: Wiki/Reflecte
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