Business Scenario
A ceramics and glassware manufacturer handles architectural glass RFQs from contractors over WhatsApp alongside decorative tableware enquiries from boutique retailers via Instagram, two very different sales cycles running through the same unmanaged inbox. A contractor needing tempered glass specs for a building facade can wait behind casual questions about vase colours, and neither the contractor nor the retailer gets the specialized attention their enquiry needs.
How Chronex360 Helps
- Capture and identify the lead: inbound WhatsApp, Instagram and Facebook conversations can create/update the customer or lead record and append the interaction to the communication history.
- Preserve the source: use Lead Sources, tags and channel information to segment dealer/distributor enquiries, product requests, RFQ-style sales conversations, replacement/maintenance enquiries and enterprise opportunities and compare performance.
- Assign ownership: manually assign leads or use the configured round-robin lead-assignment strategy so the right employee owns the next action.
- Qualify faster: use WhatsApp Business API Chatflows for supported automated qualification, quick replies, forms, appointment/schedule steps, catalogue blocks and other configured automation; Instagram and Facebook messages remain visible for agent replies in the unified conversation workflow.
- Never lose the follow-up: create tasks and schedules against the lead, use status stages/Kanban views, and let overdue schedules become visible to the team.
- Keep one customer history: notes, calls, SMS, email and supported social messages can be seen in the lead activity timeline/omnichannel inbox.
How This Can Support Revenue Growth & Better Management
Sales staff can tag leads as architectural/contractor or decorative/retail, route glass-spec RFQs to the technical estimator, schedule sample or swatch dispatch for tableware buyers, and track which boutique accounts reorder each season. Managers can see which contractor RFQs are still awaiting a spec confirmation and which retail accounts have gone quiet.
The aim is to stop architectural RFQs from losing out to slower response times, grow boutique retailer relationships into standing seasonal orders, cross-sell complementary glassware or ceramic lines, and identify which channel brings the highest-value contractor or retail accounts. A facade-glass question becomes a lead with spec detail, owner and quote status.
Where decorative tableware or standard glass products are sold via catalogue, Chronex360 can extend the journey into commerce: list product categories, capture click interest, generate orders, apply quantity-break discounts for boutique bulk buys, issue GST-aware invoices and reconcile Razorpay/Stripe payments.
- A contractor messages on WhatsApp asking for tempered-glass specs and pricing for a facade project.
- Chronex360 records the lead, tags it architectural, and routes it to the technical estimation team.
- The lead is assigned; a Chatflow can capture panel dimensions, glass type and project timeline.
- An estimator reviews the thread, sends a technical quote, and schedules a spec-confirmation follow-up.
- The lead moves through statuses such as New → Spec Quoted → Confirmed → Won/Converted, configurable per project type.
- Management reviews contractor quote turnaround, retail reorder rate and revenue trend by segment.
Implementation boundary: Chronex360 supports commercial and customer workflows; manufacturing execution, plant control, quality-lab records and safety-critical engineering data should stay in appropriate specialist platforms.
KPIs to Track in Chronex360
- Leads by segment
- Quote response time
- Product/spec interest
- Follow-up completion
- Lead-to-order conversion
- Order/revenue trend