Customer Story · Telecom & VoIP
How Calilio Runs Sales and Support Around the Clock on KudosCRM
Calilio sells virtual phone numbers and cloud calling to businesses around the world. Its sales and support teams work in shifts and now pick up from one customer record instead of three tools, with layers of automation doing the routing and follow-up in between.
Handovers Without Gaps
Morning, evening and night teams see the same deal, chat and ticket history, so the next shift starts where the last one stopped.
Chat Answered on Every Shift
An AI agent answers website chat first and hands the conversation to a person when the visitor needs one.
Demos Land With a Free Rep
One team booking page places each demo with whichever rep in the demo pool is free, and every booking lands on the pipeline as a deal.
The Challenge
Three Tools, Several Shifts, One Customer
Before KudosCRM, Calilio kept its deals in Pipedrive, its website chat in Crisp and its demo bookings in Calendly. A buyer who chatted late at night, booked a demo the next morning and opened a support request a week later left a trail across all three.
Because sales and support work in shifts, every handover meant piecing that trail back together. Calilio wanted chat, deals, demos and tickets on one record that every shift could read.
Before KudosCRM
- Deals, chats and demo bookings in three different tools
- Saved replies locked inside the chat tool
- Demo bookings in Calendly, outside the CRM
- Shift handovers that started with a search
The Journey
How a Calilio Customer Moves Through KudosCRM
01
Chats on the Website
The AI agent answers first, and visitors on the pricing page get a proactive message.
02
Asks for Pricing
The pricing form goes to the next rep in rotation, and a workflow gives that rep a call task and replies to the visitor.
03
Books a Demo
The team booking page finds a free rep in the demo pool, asks the intake questions and opens a deal.
04
Signs Up
Calilio's own admin panel creates the contact and deal through the KudosCRM API, owned by the right rep.
05
Needs Help
Support picks up the ticket with SLA targets by priority and saved replies the team already trusts.
Multi-Layer Automation
Five Layers of Automation Under One Team
Calilio does not run one workflow. It runs layers of them: chat, routing, follow-up, engagement, signup sync and support each hand off to the next, so a lead is answered, owned, followed up and tracked without anyone pushing it along.
How workflows work- Layer 01
Chat
When a visitor lands on the pricing pageProactive chat messageAI agent answers within its working hoursHands off to a person on shift, with a written summary - Layer 02
Routing and Follow-Up
When the pricing form is submittedLead goes to the next rep in rotationHigh-priority call task, due within four hoursRead call volume and team sizeStandardPremiumHigh volumeEnterprisePlan-specific reply from the sales inbox - Layer 03
Engagement
When a prospect opens an outreach emailCheck the deal is at Outreach SentMove it to Email Opened - Layer 04
Signup Sync
When a customer signs up on CalilioCalilio's admin panel calls the KudosCRM APIContact and deal createdOwned by the right rep - Layer 05
Support
When a ticket comes inSLA target set by priorityBreach flagged within five minutesEscalated when a target is missed
The Setup
What Calilio Runs on KudosCRM
A Pipeline for Every Line of Business
New business, partner referrals, existing clients and support cases each run on their own pipeline, with stages that match how Calilio sells. The deal history from Pipedrive came across with them.
- Separate pipelines per team, one shared contact record
- Each rep's deals in one view
- Pipedrive history moved over, not retyped
Support That Works in Shifts
Tickets carry SLA targets by priority and escalate when a target is missed, so a request raised at night is still in front of the morning team. The replies Calilio wrote over the years came over from its old chat tool, grouped by tag.
- SLA targets and escalation by priority
- Saved replies organized by tag
- Chat, ticket and deal on the same customer
Demo Booking That Routes Itself
Calilio moved its demo booking from Calendly to KudosCRM Scheduling. The public booking page asks for team size, the number country and the features a prospect cares about, then places the demo with a free rep from the demo pool.
- A shared host pool, so no one calendar is the bottleneck
- Intake questions before every call
- Reminders, and a deal for every booking
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