Business Scenario
A health-tech company selling a patient-engagement or clinic-management product runs demo-request campaigns across Instagram, Facebook and WhatsApp aimed at clinic owners and administrators, but sales and support enquiries mix in the same inbox, so a serious demo request can sit behind a routine support question with no way to tell them apart at a glance.
How Chronex360 Helps
- Capture inbound WhatsApp, Instagram and Facebook conversations as a lead or account record so demo requests and support questions are both tracked but clearly distinguishable.
- Use Lead Sources and tags to separate demo requests, pricing enquiries, existing-customer support messages and permitted follow-up communications for reporting.
- Route demo requests to the sales team and support questions to the support team, using manual assignment or round-robin depending on volume.
- Use WhatsApp Chatflows with quick replies to ask whether the enquiry is sales or support, plus a schedule step for booking a product demo; Instagram and Facebook messages stay visible for the appropriate team to answer.
- Set tasks and schedules for demo follow-ups and trial check-ins, with overdue items surfaced so a sales-qualified lead never falls through.
- Keep calls, SMS, email and social messages in one account timeline so account managers see the full relationship, from first demo request to ongoing support.
How This Can Support Revenue Growth & Better Management
Sales and support staff can log the enquiry type and clinic details, route to the correct team immediately, and keep demo and trial follow-ups on schedule instead of relying on individual memory.
Leadership can separate new leads from clinics already in trial, compare rep response times, and spot demo requests that stalled before a trial even started.
A social DM asking "how does this work" becomes a lead with a source, an owner, a status and a follow-up trail, giving a clear read on which channel produces sales-qualified conversations; demo/trial packages and pricing tiers can be presented through the catalogue for prospects who want self-serve information.
- A clinic owner or administrator messages the company on Instagram, Facebook or WhatsApp after seeing a product demo or feature post.
- Chronex360 logs the lead with its source and routes it to the sales or support queue based on enquiry type.
- The lead is assigned, and a Chatflow schedule step lets the prospect book a demo slot.
- A sales rep reviews the conversation, sends a relevant template or resource, and books the demo or follow-up call.
- The lead moves through statuses such as New → Contacted → Qualified → Follow-up → Converted as the trial progresses toward a subscription.
- Leadership reviews source performance, response time and trial-to-customer conversion to guide acquisition spend.
Implementation boundary: Do not use these sales/support conversations to store any patient data that may pass through the client's own platform — Chronex360 here manages only the vendor's commercial relationship with clinic customers, not clinical data.
KPIs to Track in Chronex360
- Demo requests by source
- First-response time
- Demos scheduled and completed
- Follow-up completion rate
- Trial-to-customer conversion
- Channel and campaign performance