About the Client
A US-based legal services firm headquartered in Chicago, Illinois, serving clients across the United States. The firm needed a reliable way to engage prospects outside business hours, qualify debt-resolution inquiries, and connect calls with its lead management and appointment scheduling processes.
Service Area
AI Voice Support, Lead Automation & CRM Integration
Tool Stack
Synthflow (conversational AI), Twilio (call routing), SugarCRM (lead capture), GoHighLevel (scheduling), call transcription & analytics
The Challenge
The firm was losing potential opportunities when prospects called outside business hours. Its existing processes also made it difficult to qualify leads quickly and move them toward a scheduled appointment.
- Missed after-hours calls: Prospects calling outside business hours could go unanswered, creating gaps in lead capture.
- Delayed follow-up: Waiting for staff to respond could mean losing high-value opportunities.
- Manual lead qualification: Assessing prospects and recording their information took time and added to the team’s workload.
- Disconnected systems: Call handling, CRM lead management, and appointment scheduling were not connected through a streamlined workflow.
- Language accessibility: The firm needed to engage Spanish-speaking prospects more effectively.
The Approach
Nablasol implemented a 24/7 AI voice agent connected to the firm’s CRM and appointment scheduling systems.
- Answered calls around the clock: Deployed a Synthflow-powered voice agent with Twilio call handling to respond to incoming calls outside business hours.
- Qualified prospects during conversations: Assessed callers in real time based on their suitability for debt-resolution services, helping identify relevant opportunities for follow-up.
- Captured caller information automatically: Transcribed conversations and stored caller details to support lead management and review.
- Connected calls to CRM and scheduling: Integrated SugarCRM for lead capture and updates with GoHighLevel for appointment scheduling.
- Supported Spanish-language conversations: Configured a Spanish-language female voice persona with a natural question-and-answer flow to make interactions more accessible.
- Maintained call records and analytics: Captured call transcripts and logs to support visibility into interactions and lead handling.
Together, these components connected the caller’s journey from the initial conversation to lead capture and appointment scheduling.
The Result
The AI voice solution improved after-hours lead handling and reduced the manual work involved in managing incoming opportunities.
- 100% capture of after-hours call opportunities: Zero missed leads reported during non-business hours.
- Automated lead qualification: Helped identify prospects suited to the firm’s debt-resolution services.
- Real-time appointment scheduling: Reduced delays between initial contact and booking.
- Automated CRM updates: Reduced manual data entry and connected call information with lead records.
- More accessible customer interactions: Spanish-language support helped the firm engage Spanish-speaking prospects outside business hours.
The result was a more connected lead management process, with less dependence on staff being available to answer every after-hours call manually.
Turn Missed Calls Into Managed Opportunities
When prospects call after hours, delayed responses can mean missed opportunities. A connected AI voice workflow can help answer calls, capture lead details, qualify inquiries, and schedule appointments while your team is unavailable.
Book a free systems audit to review your call handling, CRM, and scheduling workflows and identify where automation could improve lead capture.
