From four hours to 90 seconds.
How Westwood Realty rebuilt their lead funnel around WhatsApp, replaced four point-tools with one Wendesk account, and shipped ~$10M of inventory in a single quarter.
Four headline outcomes. All measured.
First-reply time on inbound enquiries — 4 hours to 90 seconds.
Site-visit conversion — 18.4% to 23.4% of qualified leads.
Pipeline velocity quarter-over-quarter, after Phase 3.
Tool spend — 4 products → 1. ~$3,800/mo to ~$800/mo.
Six channels, zero coordination.
Three offices, 140 sales agents, a pipeline that leaked badly between channels. Leads landed in a different inbox each time. First response, on a good day, took four hours. On launch Saturdays, fourteen.
"By Saturday evening we had 1,800 enquiries across six channels and no idea who'd been replied to. Our top closer told me he was leaving on the Monday."
Stitched together by a sales-ops freelancer
- Salesforce Essentials$700/mo
- AiSensy (WhatsApp BSP)$350/mo
- Mailchimp + Zapier$420/mo
- Excel sheets in Drive∞ pain
- Total~$3,800/mo
Wendesk Growth · 140 seats · 7 modules
- Wendesk CRM + Pipelineincluded
- WhatsApp Hub (BSP-direct)included
- Content Studio (templates)included
- Workflows + AI co-pilotincluded
- Total~$800/mo
Ten weeks. Three phases. No big-bang.
Each phase added one module group. The team got working software at the end of every fortnight, not a six-month migration scar.
"Wendesk's PM took our worst Saturday and said: 'we'll fix the routing for you on Tuesday.' They did. By Friday we had every lead in one queue with an SLA timer."
One inbox, every channel.
Weeks 1-2 · Mar 2024Six lead sources piped into the WhatsApp Hub. Auto-routing by project, language (HI / MR / EN), and agent capacity. SLA timers on every conversation.
- CRM
- WhatsApp Hub
- Inbox routing
Every lead, one funnel.
Weeks 3-6 · Apr 2024Lead → site-visit → token → sale on a Kanban view per project. Stage-specific WhatsApp templates approved with the carrier. Token payments tokenised by Razorpay.
- Pipeline
- Templates
- Razorpay
The first reply, drafted.
Weeks 7-10 · May 2024AI co-pilot drafts the first line for every fresh enquiry — in the lead's language, with the right tower's brochure attached. Senior agents review and send.
- AI co-pilot
- Workflow automations
- Multi-language
The honest truth is we weren't selling apartments any more. We were forwarding screenshots between WhatsApp groups. Wendesk gave us back the actual job.
Eight building blocks. One workspace.
Five Wendesk modules + three apps installed from the App Store. Every block addressable from the main inbox; every block billed in the same monthly invoice.
Lead, Contact, Account, Deal — single source of truth for the sales team.
BSP-direct WhatsApp inbox with SLA timers, routing, and templates.
Approved templates in Hindi / Marathi / English for every funnel stage.
5-block visual builder for routing, scoring, fallback, and reminders.
Drafts the first reply in the lead's language, with the right brochure attached.
UPI / cards / netbanking for ₹50K token payments — collected inside chat.
Calendar sync for visit bookings, Drive for floorplan PDFs.
Lead-form ads pipe straight into the WhatsApp Hub with campaign attribution.
The Westwood playbook, step by step.
Every block above is shipped. Every step below is on the free trial. If your funnel looks like Aniket's looked, here's the order to roll it out.
Spin up a workspace.
Free 14-day trial of Growth · 5 seats included · WhatsApp Hub live in 60 seconds. No card needed.
Start the trial →2Wire your channels.
Connect WhatsApp Business, Meta Ads lead-forms, Google Workspace, your existing CRM — in one config screen.
Read the integration guide →3Switch on AI co-pilot.
Use Wendesk's free quota or BYOK with your own OpenAI / Anthropic / Bedrock key. Multi-language Day 1.
Set up AI & BYOK →Bring your weirdest workflow.
Founders take sales calls themselves until 50K customers. We'll tell you straight whether we fit — and if we don't, who you should look at instead.