Tiffani Alter, Sr. Manager, Sales Operations at TouchBistro, oversees the tools, processes, and systems that power the company’s revenue operations. She plays a key role in evaluating and implementing solutions that directly impact sales team productivity and customer experience.
Challenge: Before LeadAngel
Key Business Problems
- Lagging Lead Routing Speed – Leads weren’t getting to the right rep fast enough, with routing delays that could extend into hours, causing missed opportunities.
- Complex, Error-Prone System – Their previous provider, Lane Four, required heavy Salesforce configuration and often produced routing errors, reducing confidence in the system.
- Limited Flexibility – Customization was difficult, leading to rigid processes that couldn’t keep pace with the sales team’s needs.
Quantifiable Impact:
- Routing delays caused lost opportunities and slowed down the sales cycle.
- Manual lead assignment consumed several hours each week for the operations team.
- Salesforce would become overwhelmed during high lead volumes, causing errors.
Operational & Emotional Cost:
- Lost confidence in the lead routing process.
- Sales team frustration due to slow and inaccurate assignments.
- Revenue at risk from prospects slipping away before engagement.
Solution: LeadAngel Implementation
Why TouchBistro Chose LeadAngel
- Commitment to Feature Development – LeadAngel’s willingness to build custom features with short development timelines.
- Flexible, User-Friendly Platform – Less Salesforce dependency, with setup and admin work simplified.
- Dedicated Support – “White glove” onboarding and ongoing guidance during product refinements.
Implementation & Collaboration
TouchBistro partnered closely with LeadAngel’s team to design a solution that addressed both immediate needs and future scalability. The onboarding process included:
- Migrating from Lane Four without disrupting ongoing sales activity.
- Building custom routing rules, live claim functionality, and Slack integrations.
- Removing complex Salesforce dependency by moving key setup and error logs into the LeadAngel platform.
Custom Features Developed:
- Live Claim in Slack – Configurable timing for claim availability, visibility into who claimed a lead, and unified Slack channels for assigned + live claim leads.
- Random Split Routing – Easy-to-customize allocation based on team size and quotas.
- Calendar Blocking – Automatic blocking during out-of-office times or ongoing meetings.
- Transferred Call Handling – Reps could bump requests to the top of round robin if calls were dropped.
- On-the-Spot Meeting Routing – XDRs could instantly book AEs for qualified leads, speeding up the sales process.
Results
Measurable Outcomes:
- 30–40% improvement in lead routing accuracy.
- Hours saved weekly by eliminating manual lead assignments.
- Shortened sales cycle by enabling same-day prospect engagement from qualification to demo.
- Even distribution of pipeline among reps, improving fairness and morale.
Qualitative Impact:
- Increased team confidence in the routing process.
- Improved customer experience with faster, more relevant follow-up.
- Sales reps spending more time selling and less time troubleshooting.
Customer Quote
“LeadAngel has been a game-changer for our sales operations. The flexibility, the speed of custom feature delivery, and the level of support we’ve received have exceeded our expectations. We can route leads on the spot, book meetings instantly, and trust that our team is working with the right prospects at the right time.”
— Tiffani Alter, Sr. Manager, Sales Operations, TouchBistro
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