This is a deployment write up, anonymised. The company is a consumer finance business in the United States with a branch network. Names are withheld because publishing a client name requires their approval in writing.
The situation
The company had something valuable and idle: a list of borrowers who had paid off or gone dormant. Every branch was serving whoever walked in that day, so the list stayed untouched.
The constraint was not willingness. It was arithmetic. Nobody in a branch has hours to make hundreds of calls while the lobby has people in it.
What was built
One flow, one configuration per branch. Each branch got its own number, its own calling window in local hours, its own script variables and its own transfer destination. Adding a branch became a settings change.
An agent that qualifies and transfers. It confirms who it is speaking to, explains the reason for the call in one sentence, asks whether there is a current need, and transfers live to the branch when there is. It never quotes terms and never implies approval.
Write back into the CRM. Every call ended with the outcome, a short description and the next step on the borrower's record, so the branch rep opened a file rather than a blank.
Branch level reporting. Calls, outcomes and transfers pulled from the calling platform's API into a report per branch, next to what was expected, because a company wide average is not something a branch manager can act on.
The numbers
Across the rollout:
- ~29,500 dials at a 76% connect rate
- 346 live transfers to branch staff
- 93 sales handoffs
- 33 booked meetings
- $193K in qualified pipeline and 5 signed deals
- From a 10 branch pilot to 28 live branches
The four decisions that made the rollout possible
1. A branch became a configuration. This is the one that decides whether a pilot becomes a network. Rebuilding per branch would have stalled the rollout at three or four.
2. Calling windows per branch. Set from each branch's own connect data rather than centrally. This moved the connect rate more than any script change.
3. Outcomes written where the rep already looks. Without it, reps call back asking what the borrower already answered, and the borrower concludes nobody is paying attention.
4. Coverage confirmed before launch. Somebody at the branch answers transfers during the calling window. A branch that went live without that would have damaged a relationship it spent years building.
The constraint that shaped the sequence
Application to person messaging in the United States requires brand and campaign registration with the carriers, and texting is blocked until it is approved. Voice is not gated by the same process.
So voice shipped first and the SMS follow up was designed and held. In hindsight the registration should have started weeks earlier.
What this transfers to
The structure works wherever there is a list nobody is calling and a local team that owns the relationship: clinics, tax practices, insurance books, service companies. The scripts and the compliance work do not transfer. The configuration model does.