Morgan and Co advisor working from an insight rich telephony screen
Professional Services

Public Engagement

Morgan and Co advisers moved from manual lead dialling to a connected telephony experience with instant data sync and automated coaching.

TelephonyAutomationCRMAIProfessional ServicesSales Enablement

Crafted in partnership with Morgan & Co.

Scroll to explore

Project Goal

Give advisers qualified conversations within minutes of a lead opting in and remove dead time between marketing and sales.

Design Brief

Fuse the Morgan and Co heritage palette with a modern control room feel that still feels warm for advisers and customers.

Technologies Used

  • Amazon Connect
  • Node.js
  • Next.js
  • Segment
  • Power Automate
  • Snowflake

The Challenge

Morgan and Co advisers relied on spreadsheets and printed call lists. Marketers captured leads online yet the information arrived to sales teams hours later, hurting response speed and morale.

Key Challenges

01

Manual re keying of marketing data created duplication and compliance risk

02

Advisers had to guess which prospects were free, wasting the first minute of every call

03

Leads cooled quickly because call backs waited for an administrator to create tasks

04

Team leaders lacked visibility on who was dialling and which campaigns worked

05

Training new starters required shadowing because no live prompts existed

The Solution

We designed a unified contact platform with deep CRM integration, fast telephony routing and insight led coaching moments to help advisers win trust faster.

Key Features

Core functionalities we implemented

  • Amazon Connect contact flows that prioritise inbound and outbound activity based on lead freshness

  • Segment pipelines feeding Snowflake so marketing, finance and sales work from the same timeline

  • Real time wallboards in Next.js showing queue health, sentiment and campaign return

  • AI summarisation that posts structured notes and recommended next actions straight into the CRM

  • Quality monitoring journeys that flag when an adviser needs coaching or has a win to celebrate

Development Process

Step-by-step implementation

  • 1

    Ran discovery sessions with compliance, sales and marketing to define shared KPIs

  • 2

    Modelled lead scoring logic and routing weights inside a proof of concept environment

  • 3

    Integrated Amazon Connect, Snowflake and the existing CRM using secure APIs

  • 4

    Piloted the full workflow with two pods before rolling out to the remaining advisers

  • 5

    Embedded dashboards and bite size training so the new rhythm became business as usual

Impact Visualised

These performance signals capture how the initiative changed day to day delivery.

200%

Increase in customer talk time

Advisers now speak to prospects for double the previous duration thanks to smarter routing.

58%

Reduction in agent idle time

Workflow automation feeds fresh leads to the right queue before the last call finishes.

42%

Increase in sales conversions

Tightly coupled data meant no qualified opportunity was left waiting for a follow up.

The Results

Morgan and Co can now move from lead to conversation within minutes. Every team member sees the same insight and coaching nudges keep quality high without slowing momentum.

200%

Talk Time

Average customer conversations doubled because warm leads are routed instantly with context.

58%

Less Idle Time

Smart sequencing keeps advisers active while maintaining a healthy pace and compliance.

42%

More Sales

Instant lead follow up and AI assisted notes lifted conversions without adding headcount.

Start Your Journey

Ready to Create YourSuccess Story?

Let's discuss how we can help you achieve similar results. Our team is ready to create a tailored solution for your specific needs.

Start Your Project
View More Case Studies