TL; DR: Lucep enables companies to digitally transform their sales pipeline, connecting leads to sales agents instantly. The omnichannel solution keeps prospects engaged while gamifying the sales process — which ultimately boosts conversion rates. With customers worldwide spanning a range of industries, Lucep is helping businesses of all types and sizes increase ROI from digital marketing.
When it comes to conversions, every second counts.
In an audit of nearly 2,500 U.S. companies, Harvard Business Review found that firms that responded to a potential customer within an hour were almost seven times more likely to have a meaningful conversation with a key decision-maker than those that responded in two hours.
And they were more than 60 times more likely to do so than firms that responded to a lead after waiting 24 hours or longer.
It’s easy to see why delays happen when you consider the classic sales and marketing funnel. Typically, a prospective customer fills in a form on a company’s website requesting more information.
The person in charge of digital marketing channels at the company collects information from multiple customers and enters it into a database. After a couple of days, that person may forward the lead to the appropriate sales rep, who may take a day or so to call back.
At this point, the customer may have found another solution or decided against the product, and – poof! — the opportunity is gone. The folks at Lucep know this, and that’s why they’ve designed a smart lead distribution system that notifies agents as soon as a lead pops up across any digital channel.
“We have repeatedly found that companies take four or five days to respond to customers who reach out through online contact forms,” said Zal Dastur, COO and Co-Founder at Lucep. “Using Lucep, prospective customers just enter their name, phone number, and the product or service required. The lead goes directly to the sales agent, creating a seamless engagement experience.”
An Omnichannel Sales Enablement Tool
Lucep, headquartered in Singapore with offices in Bangalore and Indonesia, was founded in 2014 by Zal and Kaiesh Vohra. Since then, the company has been on a mission to help users increase sales by automating labor-intensive lead distribution.
Businesses around the world now use the omnichannel engagement platform to help manage digital channels and connect sales reps with customers. Lucep eliminates the need for a middleman between the company’s online channels and sales teams, automatically directing leads to the person best suited to handle them.
Quick responses ultimately mean higher sales. According to data from Lucep, the platform can lead to a 56% increase in first-meeting rates, a first-contact rate that’s 83% higher, and a 200% increase in total conversions.
“Our main differentiator is that customers don’t have to be put on hold because there’s nobody available, and agents don’t have to wait days before receiving a lead,” Zal said. “The response is immediate and instant.”
It’s also easy to get started — users simply input their team’s information, select options for customer inquiries, and assign team members to each option. Then, businesses can start tracking their customers and closing more sales.
The company offers a range of package options. Firms looking to take the solution for a spin often opt for the free plan, which provides access to the website widget and phone app with 10 push notifications per month.
The Professional plan comes with everything available in the free plan plus unlimited push notifications, online reports, and ticket support. At the highest tier, the Marketing plan comes with everything featured in the Professional plan plus outbound integrations, marketing intelligence features, advanced analytics, and phone and email support.
Solutions for the Banking, Healthcare, and Automotive Industries
In addition to solutions geared toward the general sales population, Lucep has branched into the automotive, healthcare, banking, and insurance industries.
On the automotive side, for example, Lucep helped a widely known car brand in India boost lead response time from 51.7 hours to six minutes and increase requests for test drives by three times.
“Prior to Lucep, it took days for sales representatives to collect the data, put it into the CRM, send it to the right local dealership where the customer is located, and then schedule a test drive,” Zal said. “Now, as soon as the lead is raised, the car salesman from the nearest dealership calls back, and often the customer is ready for a test drive right away.”
In this particular case study, leads were collected from a range of sources, such as websites and Facebook ads. They were then routed through the company’s CRM to the smartphones of sales team members. In each case, Lucep located the correct dealership based on the auto model specified, salesperson availability, and the location of the customer.
The company also offers a flexible customer journey solution for enterprise-grade customers known as Lucep Omnipath. The omnichannel engagement tool allows enterprises to follow customer interactions through different channels while providing a personalized experience.
Banks, for instance, use Lucep Omnipath to ensure reps have informed conversations with customers. The technology allows them to share customer data across mobile apps, websites, social media, text messages, emails, phone calls, and in-branch interactions, which helps to build strong relationships.
It has been shown to reduce customer wait times, increase customer satisfaction, and decrease appointment no-shows. Hospitals also use the solution for queue management.
Incentivize Sales Teams and Boost Conversions
Zal told us that, in addition to improving the customer experience, Lucep can be used to spur healthy competition among sales forces.
In terms of queue management, for example, Lucep provides a virtual system where customers can get “in line” from anywhere on their device, arriving just in time for their appointments. The sales team can respond in real-time via phone and even meet customers as they walk in the door.
Banks can use the system’s reporting features to share response times for various reps and branches, creating an environment where each party attempts to respond more quickly than others. This is especially important considering that extended wait times have been shown to negatively impact consumer perception of products and services.
“The gamification aspect makes everyone want to be the first one to pick up the lead,” Zal said. “That technique has created a huge impact on conversions for many of our customers, including major companies like Mercedes-Benz.”
Zal said the feature also ensures accountability among sales teams.
“If you have five salespeople, and one of them is not responding on time, you have the data you need to address that problem with the poor-performing sales rep,” he said.
Graduating from a Startup to a Mid-Market Business
Moving forward, Lucep will remain laser-focused on its enterprise customers in the healthcare, banking, insurance, and automotive industries.
“When we started, we were primarily focused on helping SMEs enjoy the benefits of a rapid sales response,” Zal said. “Now, we’re expanding into enterprise contracts with longer sales cycles, and we’re also expanding geographically in Indonesia.”
Lucep has enjoyed rapid growth since its inception in 2017, and the company hopes to see that trend continue.
“With solutions all over the world, we are on the verge of officially moving from a startup to a midsized company,” Zal said.