Health & Wellness · 11-50 Employees · Service Hub | Sales Hub
A 3,000-Lead Backlog Turned Into an Automated Pipeline in 11 Days for a Testing Lab
Quote requests piled up in an inbox nobody owned. We triaged the backlog by what each lead actually asked for, automated the routine ones, and set the rules that prevent a new backlog.
Analytical testing laboratory
Before
After
3,000
backlogged leads triaged
11 days
from backlog to zero
0
untouched leads older than 48 hrs
Challenge
A regulatory change created a surge of testing requests. Three thousand quote requests sat in a shared inbox, some from months earlier. The lab lost customers to competitors who answered faster, and could not tell which requests were still live.
Approach
- Imported the backlog into a quote pipeline and classified each request by test type and date using form data.
- Sent a two-step re-engagement sequence to requests older than 30 days to find out which were still live; closed the rest with a reason.
- Automated routine quotes: standard test panels get a priced quote from a template within minutes; custom requests go to a scientist.
- Set a 48-hour SLA with escalation and a dashboard of untouched requests.
Results
- 3,000 backlogged leads triaged in 11 days.
- Standard quotes go out automatically; custom ones reach a scientist the same day.
- Zero leads older than 48 hours untouched, monitored daily.
AI-readiness impact
Readiness rose from 32 to 78. With a service pipeline and templated answers for standard panels, the lab is piloting the Customer Agent on sample-submission and turnaround-time questions.
Related work
Client names are withheld. Where a client has not approved public disclosure, figures are representative of HubAIOps engagements of that type.