Reply to every new lead within a minute

The problem

New leads wait too long for a first reply, and the wait is invisible to you. An inquiry comes in through a website form, a listing portal, an ad or a marketplace. It lands in a shared inbox or a notification email. Someone means to reply, but they're on a call, on site or with a customer. The reply goes out that afternoon, or the next day.

Meanwhile, the person who asked has moved on with their day. If they sent the same inquiry to three businesses, the first useful reply sets the terms. A thoughtful answer that arrives tomorrow competes with a booked appointment someone else confirmed tonight. What the research says about response time, and how old and limited that research is, is covered in speed to lead.

The second problem is consistency. Some leads get a fast, careful reply because the right person happened to be free. Others get nothing, because the notification went to someone on leave or the portal email landed in spam. Without a timestamp on every lead, you can't tell which is which, so you can't fix it.

What we build

We build speed to lead on Cadenza, our lead follow-up system, with Concierge, our AI sales and service agents, handling the conversation once the lead replies.

1. Every lead source feeds one place. We connect your website forms, listing portals, ad lead forms, marketplaces and inquiry emails to your CRM. Every new lead creates a record with its source and a timestamp.
2. A first reply goes out within a minute. It uses what the lead told you: the property they asked about, the service they need, the course they're interested in. It goes out on the channel they used, or by text if they gave a mobile number and agreed to be contacted.
3. The reply offers a next step. Not "thanks for your message", but something that moves things forward: a link to book a viewing, two suggested call times or one qualifying question.
4. Concierge picks up the conversation. When the lead replies, a chat agent answers their questions from your real services, prices and policies, and books them into your calendar. If they asked for a call, a consented callback can happen straight away.
5. Your team is alerted to hot leads. Leads that match your rules, such as a high-value service or a request to speak to someone now, trigger an alert to the right person with the conversation attached.
6. No reply means follow-up starts. Leads who don't respond enter a follow-up sequence of calls, texts and emails that stops the moment they reply, book or opt out.

Every message is written in your voice and reviewed with you before it goes live. Nothing pretends to be a person: when the AI agent is talking, it says so.

How it connects

Speed to lead works best as part of a system, not as a standalone autoresponder.

• Concierge turns the instant reply into a real conversation rather than a dead end. The same agents answer your phone, so callers and form-fillers get the same speed. See after-hours answering.
• Maestro, our workflow automation, prepares what happens after the booking: an intake form, a viewing pack or a quote draft, with nothing re-typed.
• Leads who need checking before they reach your team are better served by lead qualification calls. Leads who go quiet after the first exchange are picked up later by old lead reactivation.

What we measure

We take a baseline from your CRM and inbox timestamps during the Growth Blueprint, then report against the agreed targets after launch.

• Speed to lead. Minutes from a new inquiry arriving to the first real reply. A real reply is a personal message with a next step, not a generic acknowledgment. We report the median and the 90th percentile, measured from CRM timestamps. See the glossary entries for speed to lead and first response time.
• New leads replied to within a minute. The share of new leads whose first real reply went out within a minute. Measured from the same timestamps, by source and by hour of day, so gaps such as weekends or a portal that sends late notifications show up.
• Leads who respond to the first reply. The share of new leads who reply, click to book or answer a question after the first message. Measured from message logs in the CRM, by source and channel.
• Inquiries booked into a call or appointment. The share of new leads who reach a booked next step. Measured from calendar entries linked to CRM records.