Vardhman Infratech deployed SparrowCX to improve performance of sales agents, and measure the true revenue impact of their promotional campaigns.
Overview
Vardhman Infratech is a leading real estate developer known for delivering high-value residential and commercial projects. The company runs large-scale promotional campaigns to generate leads for their premium properties.
The company employed a remote sales team to engage with leads using personal devices. However, running a sales team on personal devices that weren’t connected to a central system meant the company had no way to measure their effectiveness. This approach resulted in three key challenges:
- Limited operational visibility: Managers could not see how many calls were coming in or if agents were addressing inquiries in the right way. The absence of this data created blind spots, and the team didn’t know if their promotional campaigns were effective.
- Unmonitored quality: Since calls were not recorded or monitored, there was a gap in quality control. Sales leaders could not check if agents were speaking professionally or giving the right information to customers.
- Inefficient distribution: As there was no automated call routing logic, calls landed randomly on sales agents’ personal phones. As a result, a few agents got overwhelmed while others had no leads to work on, leading to missed sales opportunities.
Solution
To fix this, Customer Experience Lab deployed a mobile mapping solution as part of SparrowCX, our proprietary Agentic CX platform. We configured the SparrowCX mobility module to map virtual server extensions directly to agents’ physical SIM cards. This technical layer allowed the central platform to govern the personal device, routing calls through a managed verified path before they ever reached an agent’s phone.
- Intelligent lead orchestration: We also implemented an automated supervisor logic. With this, the system could autonomously queue incoming calls and assign them to the next available agent using “Round Robin” rules, removing human error from the routing process.
- Live Command Center: Each incoming call was tracked, and managers could now see the number of inbound calls and how each agent was performing. Call activity data was automatically captured, allowing managers to monitor performance through real-time dashboards.
- Campaign source identification: We assigned unique virtual numbers to different promotional campaigns. When a customer called, SparrowCX automatically identified which campaign generated the lead before routing it to an agent. This mapping allowed the system to link every conversation to a specific marketing investment.
Impact
By centralizing mobile calls under an intelligent platform, Vardhman Infratech turned invisible activity into a data-driven sales operation. This shift delivered four measurable business outcomes:
- Complete transparency: Real-time data oversight gave sales leaders complete control of their sales process. They could see exactly how agents were engaging with leads generated from promotional campaigns.
- Quality assurance: Direct access to call recordings allowed managers to provide specific training. This directly improved how agents spoke to customers during critical sales calls.
- Operational insight: Detailed campaign reports revealed the true return on investment from promotional campaigns. The business could finally spend their marketing budget efficiently based on accurate data.
- Zero missed opportunities: Automated call routing ensured that every incoming lead was instantly connected to an available agent. This eliminated the issue of unanswered calls and significantly increased the number of successful sales conversations.