This telecommunications company connects people across the country through phone, internet, and bundled services. Their sales team fields over 250,000 leads regularly, from both private sources and the public, and each one needs careful outreach and classification. As their business grew, so did the volume and complexity of managing leads. They weren’t just trying to increase sales; they also needed to stay compliant with federal privacy laws and do right by people who opted out of communications. Their mission was clear: reach the right people, respect boundaries, and stay organized while doing it.
They needed a way to handle the sheer volume of leads coming in, sometimes in the hundreds of thousands, and keep track of each one from first contact to final outcome. For every lead, the team needed to make an outreach attempt and mark it as a potential sale, a DND (Do Not Disturb), or a no-contact. But tracking all of this across Smartsheets, call logs, and email made things complicated fast.
Without a centralized system, it was hard to tell which leads had been contacted, which needed follow-up, and which should be flagged for compliance reasons. Managing federal communication regulations manually added even more pressure, mistakes weren’t just messy, they could be costly. They needed a way to bring it all together in one place.
We worked closely with the client to understand how leads were being managed and where things were getting stuck. From there, we designed a custom lead tracking system in monday.com with three goals in mind: simplify outreach, stay compliant, and reduce manual effort.
We built a scalable lead management board where contacts could be organized by source, status, and outcome, enabling the team to manage 100,000+ leads in one place, making it easy to track every lead from first attempt to resolution. To streamline outreach, we integrated their dialing tool directly into monday.com, allowing the team to place calls and log results without leaving the platform.
Automations were added to handle the heavy lifting. Based on the outcome of each call, leads were automatically routed to the correct pipeline, whether that meant marking them as a potential sale, flagging them as Do Not Disturb, or keeping them in the queue for future follow-up. Every action was tracked, ensuring the team stayed compliant with communication regulations while reducing the risk of human error.
The new system transformed how the team worked, saving time, improving accuracy, and reducing risk. By automating call logging and lead routing, the company saw a 75% reduction in manual data entry, freeing up valuable time for the sales team to focus on outreach instead of admin.
Compliance also improved significantly. With all contact attempts and outcomes automatically recorded, the team achieved 100% compliance coverage for DND tracking and contact history, eliminating the risk of accidental follow-ups on restricted contacts.
Today, the system automatically sorts and manages over 250,000 leads regularly, ensuring that every lead is categorized and routed correctly without additional manual effort. And because everything lives inside monday.com, new reps onboard faster, with clear workflows, built-in tools, and complete data visibility from day one.
Instead of juggling spreadsheets and scattered systems, the team now operates from a single, streamlined platform. What once felt chaotic is now structured, scalable, and built to grow with them.
Ultimately, the solution gave them the clarity and confidence they needed. With automation handling the heavy lifting and a reliable system in place, they no longer have to rely on memory or messy logs. What started as a compliance headache turned into an opportunity to work smarter, and focus on what really matters: connecting with people.
