Business Scenario
A public relations firm handles a stream of inbound requests that range from journalists seeking a quote to prospective clients asking about a retainer, arriving through WhatsApp, Instagram DMs and Facebook Messenger after the firm is mentioned in coverage or industry panels. Account handlers currently track these in personal notebooks, so media-request deadlines slip and the partners can't see which type of enquiry is worth pursuing as new business.
How Chronex360 Helps
- Capture every inbound message: WhatsApp, Instagram and Facebook conversations create or update the contact record and append the message to a shared history.
- Distinguish enquiry type at the source: tag messages as media requests, new-client pitches, crisis-support calls or event/speaker enquiries so partners can prioritise correctly.
- Assign by expertise: route a crisis-related message to a senior handler manually, or use round-robin assignment for general new-business enquiries.
- Qualify quickly: a WhatsApp Chatflow can ask for the nature of the request, deadline and organisation before a handler joins the conversation, while Instagram and Facebook stay open for direct replies.
- Protect tight deadlines: log tasks and schedules for media response windows, pitch calls and retainer proposals, with overdue items flagged.
- Keep the full contact history: past coverage requests, pitch notes and client conversations live on one timeline instead of scattered inboxes.
How This Can Support Revenue Growth & Better Management
Handlers can capture a media or new-business enquiry the moment it arrives, tag it by type, assign it to the right team member, and schedule the response deadline or pitch call without losing time. Partners can see which enquiries are still unassigned, which handler is closest to a deadline, and which new-business conversations have stalled after an initial reply.
The goal is to respond to time-sensitive media requests faster, convert more inbound pitch interest into signed retainers, and understand which channel brings in the enquiries worth prioritising. A Messenger message becomes a tracked contact with a category, an owner, a deadline and a full history.
For Public Relations, the core value is enquiry capture, priority-based routing, conversation handling, deadline tracking and source reporting. Firms offering standard packages, such as a fixed-scope press-launch package, can use catalogue and invoicing tools for those specific offerings.
- A journalist or prospective client messages the firm on Instagram or Facebook after seeing recent coverage, or reaches out directly via WhatsApp.
- Chronex360 logs the contact with its source and enquiry type, making it visible to the team.
- The enquiry is assigned to the right handler; a WhatsApp Chatflow can gather deadline and context details first.
- The handler reviews the thread, replies or shares relevant background, and schedules the next deadline as a task.
- The enquiry moves through stages such as New → In Progress → Pitch/Response Sent → Follow-up → Closed/Won.
- Partners review enquiry type breakdown, handler response time, follow-up adherence and pitch-to-retainer conversion.
Implementation boundary: Rights management, broadcast operations and platform-specific creator analytics remain outside the core CRM unless separately integrated.
KPIs to Track in Chronex360
- Enquiries by type and channel
- Response time on media deadlines
- Pitch calls booked
- Follow-up adherence on proposals
- New-business conversion rate
- Retainer pipeline by source