Most CRM workflows are set up once during implementation and then forgotten. The five workflows below are not optional extras they are the operational foundation that makes a CRM worth using. If your CRM does not have all five running, you are leaving follow-up consistency and pipeline visibility on the table.

Workflow 1: Lead assignment and immediate response

Trigger: New contact created in CRM (from any source).

Actions:

1. Assign to the right rep based on routing rules (product type, geography, deal size).
2. Send an automated WhatsApp to the contact within 5 minutes: welcome message with next step.
3. Create a task for the rep: "Call [Name] by [time] today."
4. Send the rep a notification: "New lead assigned: [Name] enquired about [service]."

Why it matters: Speed to response is the most impactful conversion variable for Indian SMBs. This workflow ensures every lead receives a response within minutes, regardless of when it arrives.

Workflow 2: 48-hour no-activity follow-up

Trigger: A deal has been in "Initial Contact" or "Contacted" stage for 48 hours with no logged activity.

Actions:

1. Send an automated WhatsApp to the contact: "Hi [Name], just following up on your enquiry about [service]. Would you like to schedule a quick call this week?"
2. Create a task for the rep: "Lead [Name] has had no activity for 48 hours follow up today."

Why it matters: This single workflow prevents more lead leakage than any other automation. Deals that go quiet after first contact are the most common failure mode in a Mumbai sales pipeline.

Workflow 3: Proposal follow-up sequence

Trigger: Deal stage changes to "Proposal Sent."

Actions:

1. Day 0: Log the proposal send date.
2. Day 3: Automated WhatsApp: "Hi [Name], just checking if you had a chance to review our proposal. Happy to clarify anything."
3. Day 7: If no response, create a rep task: "Call [Name] proposal sent 7 days ago, no response."
4. Day 14: If still no response, automated WhatsApp: "Following up on our proposal for [project]. If the timing is not right, no pressure just let us know and we can revisit when it suits you."

Why it matters: Most proposals are not rejected they are forgotten or deprioritised. Systematic follow-up recovers a meaningful percentage of proposals that would otherwise expire with no answer.

Workflow 4: Closed-won onboarding trigger

Trigger: Deal stage changes to "Closed Won."

Actions:

1. Send a congratulations/welcome email from the account manager.
2. Create an onboarding task for the delivery team.
3. Schedule a check-in task at Day 14 and Day 30 post-close.
4. Tag the contact as "Client" for segmented marketing purposes.

Why it matters: The transition from closed deal to active client is where many businesses drop the ball. An automated onboarding trigger ensures the handover is consistent every time, regardless of how busy the team is.

Workflow 5: Lapsed client re-engagement

Trigger: A client contact has had no logged activity for 90 days and has no open deal.

Actions:

1. Create a task for the account manager: "Client [Name] has had no activity in 90 days check in."
2. After task is reviewed and marked as "contact attempted," send an automated WhatsApp: "Hi [Name], it has been a while. Hope business is going well. We have some new [services/features] that might be relevant for you would a quick catch-up be useful?"

Why it matters: Retaining existing clients costs a fraction of acquiring new ones. A systematic lapsed-client workflow ensures no client relationship goes stale by default.

Frequently asked questions