Project Highlight: True Potential Sales
Scaling a high-growth contact centre with clarity, speed, and insight
True Potential Sales (TPS) deliver Australia-wide call answering and outsourced sales services. When we engaged with TPS, their rapid growth was being constrained by manual, Excel-based processes that limited scalability, visibility, and profitability.
Client Overview
Location: Helensburgh, New South Wales
Website: www.truepotentialsales.com
The Challenge
- Excel-based call scripts restricted onboarding of new clients and agents
- No visibility into workload volumes by customer
- Difficulty balancing staffing levels against fluctuating demand
- Untapped revenue and margin improvement opportunities
The Transformation
CRM Transformed rebuilt TPS’s operational backbone inside the Zoho CRM ecosystem, replacing spreadsheets with an integrated, scalable CRM-led solution. Key outcomes included:
- VOIP integration with Zoho CRM screen-pop, surfacing client-specific call handling instructions instantly for agents
- Button-driven workflows to dramatically reduce call handling and wrap-up time
- Call qualification and scoring to assess inbound sales quality during triage
- Embedded reporting supporting client reporting, internal billing, and executive dashboards
The Impact
TPS can now scale customers and staff with confidence, understand true workload drivers, and align service models to profitability unlocking growth that was previously out of reach.
What’s next
- Streamlining TPS’s internal sales processes
- Implementing case management with time tracking to further optimise billing and administration