Enhancing Customer Service with AI: Introducing Sales Buddy at DMC 

DMC recently identified a critical need to enhance the speed and accuracy with which we handle incoming customer inquiries. Historically, our dedicated team of Project Coordinators managed this process. They played a crucial role in filtering and routing inquiries from potential customers who reached out through our website's contact page. This manual process, while effective, posed challenges in scalability and speed as DMC continued to grow.

The Need for Innovation

Our goal has always been to respond to potential clients swiftly, as we believe promptness is key to building trust and demonstrating our dedication to potential customers; however, the manual process required Project Coordinators to:

1. Continually monitor a shared Outlook inbox for new leads.
2. Pre-qualify each inquiry to filter out spam and identify legitimate leads.
3. Determine the most appropriate service area within DMC for the lead.
4. Assign the lead to the most appropriate engineer and ensure a timely response.
5. Create a new lead in our Customer Relationship Management (CRM) system.

To streamline these steps and enhance our responsiveness, we introduced Sales Buddy.

How Sales Buddy Works

Sales Buddy is an AI-powered Slack Bot that automates the initial stages of our customer inquiry handling process. It integrates cutting-edge technology using Azure OpenAI models, Slack's Webhook API, and Microsoft Power Automate. Here’s how it functions:

• Monitoring and Qualification: Sales Buddy continually monitors our shared Outlook inbox for incoming leads. Utilizing Azure OpenAI, it evaluates each inquiry based on sophisticated criteria to determine its legitimacy and relevance.

• Intelligent Routing: After qualifying an inquiry, Sales Buddy identifies the most suitable DMC service area to handle the request. This decision is based on predefined logic that understands our service offerings and their alignment with the potential needs of the customer.

• Seamless Integration: Once an appropriate service area is selected, Sales Buddy communicates this via a message to one of many designated Slack channels, ensuring that the right sales teams are promptly notified about new opportunities.

• CRM Integration: Finally, Sales Buddy automatically creates a new lead record in our Microsoft Dynamics CRM system. This reduces manual data entry, enabling faster and more efficient follow-ups from the DMC team.

Benefits and Impact

The implementation of Sales Buddy has transformed the way we manage customer inquiries. By automating the pre-qualification and routing processes, we have significantly reduced the response time, allowing our engineering teams to engage with potential clients quicker than ever before. This not only enhances customer satisfaction but also allows our Project Coordinators to focus on more strategic tasks, thereby improving overall productivity.

Furthermore, Sales Buddy serves as a perfect example of how AI and automation can be leveraged in a low-code environment: making advanced technology accessible to non-developers. This accessibility ensures that our teams can easily maintain and adapt the system as our needs evolve.

Looking Forward

The success of Sales Buddy is a steppingstone towards more comprehensive AI integration across various facets of DMC’s operations. We are committed to continuous improvement and innovation, ensuring that we not only meet but exceed the expectations of our clients and stakeholders.

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