Booksy solves lead assignment bottlenecks in Salesforce

Booksy is a global software provider for the beauty, wellness, and health industries. In 2020, its sales operations ran into a scaling problem: as Booksy's Salesforce org grew from 70 users toward hundreds, assigning incoming leads to the right sales rep required custom Apex code that only the technical team could write or change. Booksy adopted Plauti's routing and assignment capability in March 2021 to move that work out of engineering and into the hands of sales managers.

What lead assignment problem was Booksy solving?

Booksy's Salesforce org grew fast, and every lead assignment change needed custom code that only one developer could write. Jakub Klimaszewski, Salesforce and CRM Business Owner at Booksy, watched the user count climb: 70 users in March 2020, 300 a year later, and more than 600 today. Early on, a new lead was created as an account and then an opportunity through custom Apex code, then assigned to a rep based on a set of preset conditions written into that code.

That approach didn't hold up. With 50-plus new hires joining some months, every roster change - a new rep starting, someone going on holiday, territory numbers shifting - meant a new code change request. Booksy's developer spent up to half of each month on lead assignment alone, work Klimaszewski called "ridiculous" given how fast the sales team was growing.

What Booksy needed was for sales managers, not the technical team, to control lead assignment directly: adding and removing reps, scaling how many leads someone received, and handling holiday cover, without opening a development ticket for each change.

How did Booksy fix lead assignment?

Booksy integrated Plauti's routing and assignment capability in March 2021. Klimaszewski said it "effectively cut onboarding lead times by two weeks": sales managers went from waiting two weeks for a code change to assigning a new rep's leads in about two minutes. New sales team members could start working leads immediately after training, and managers could handle who joined, left, or went on holiday themselves - work that previously had to go through a centralized global team.

Booksy uses the following to route and assign Account, Opportunity, and Case records:

• Weighted distribution
• Geographic and attribute-based segmentation
• Capacity-based assignment capping
• Omni-Channel status (Away)
• Out of office
• Working hours
• Lead, Opportunity, and Contact assignment

Klimaszewski said it "was easy to install and free to test in the sandbox," and called the rollout "a really great experience." Once Booksy proved the approach in its first country, "we never looked back" - as the company expanded into new markets, the only open question was "just how many licenses we needed."

What results has Booksy seen?

Since adopting Plauti, Booksy has:

• Cut two weeks from sales onboarding lead times
• Supported rapid expansion into new markets without added engineering work
• Given sales managers direct control over lead assignment
• Saved its development team hundreds of hours previously spent on manual assignment