Vacation Innovations automates lead assignment with Plauti

Vacation Innovations, a travel products and services company founded in 1999 and based in Orlando, Florida, ran its Salesforce lead assignment through OmniChannel routing and manual reassignment by managers. Neither approach held up as volume grew.

The company now automates that process with Plauti, distributing Leads, Opportunities, and Contacts across agents and routing qualified leads straight into High Velocity Sales cadences.

Why didn't manual routing or Salesforce OmniChannel work?

Vacation Innovations first tried Salesforce's built-in OmniChannel routing, but it depended too heavily on whether an agent was logged in. Diana Maali of Vacation Innovations explained the gap:

OmniChannel did not work for all agents because it required them to be available. It was hard to track how many records each person was getting, and if an agent didn't log in or forgot to, records weren't being distributed.

— Diana Maali, Vacation Innovations

Before that, assignment ran manually: teams worked off list views, and managers reassigned records by hand as they came into different queues.

We had teams working off of list views and having their management reassign records as they came into different queues. This was cumbersome.

— Diana Maali, Vacation Innovations

The team also needed to split a fixed number of leads evenly across agents working different campaigns — something neither OmniChannel nor manual reassignment did reliably.

How fast did Vacation Innovations get automated lead assignment running?

Diana found Plauti and had it live within two weeks, automating routing and assignment for Leads, Opportunities, and Contacts. Configuring the rules and turning on distribution was the entire rollout.

How does Plauti route leads into High Velocity Sales cadences?

Vacation Innovations runs Salesforce High Velocity Sales, and every lead needs to land in a specific Sales Cadence right after assignment. Getting a high volume of leads into cadences quickly, without tripping Salesforce's governor limits, was a standing challenge for Diana's developers.

Their first workaround used Apex triggers to add a record to a cadence after Plauti assigned it. Working with Plauti's team, they moved that logic into the assignment step itself — a Sales Cadence can now be set directly from the match group.

My developers were using Apex triggers to assign a record to a Sales Cadence after it had been assigned via Plauti. Ed suggested making a change where we can assign a Sales Cadence from the match group. This lets us disable jobs that are running so we can free up system resources and get leads added to HVS more quickly. This has made a real difference for us.

— Diana Maali, Vacation Innovations

What kind of support did Vacation Innovations get from Plauti?

Diana and her team lean on Plauti's support whenever they need to think a problem through. Most requests are handled with existing tools; more complex ones get built using Salesforce Flow. Diana described the experience directly:

Customer support has been pretty amazing compared to other companies out there. We had assistance in our initial setup as well as throughout the entirety of us using Plauti. They've been super helpful and are always extremely timely in their replies. I also enjoy brainstorming on ways we can better utilize the product to help us become more efficient. I appreciate them being willing to make updates to the system periodically to introduce new features that are always helpful.

— Diana Maali, Vacation Innovations

Would Vacation Innovations recommend Plauti?

Diana says yes, without qualifying it. She credits the combination of a tool that holds up under daily use and a support team with deep Salesforce expertise.

Absolutely, I cannot say enough about how much we rely on Plauti to help make various departments work more efficiently. Knowing which match group something was assigned to also helps us report on which match groups were the most successful. I am happy with the product and, most importantly, the customer service experience. It's comforting to know that at any point we can reach out with questions so we can continue to enhance our processes.

— Diana Maali, Vacation Innovations