The fastest response wins. Tonic Desk routes inbound leads, scores them, and routes them to the right SDR with the right context, with an SLA timer the team can actually see.
Score on company size, industry, job title, page-views in the last 7 days, and a content-hub signal. A lead scoring 80+ skips the SDR triage queue entirely and gets a calendar link in the auto-reply for a same-day demo with an AE. A lead scoring 30–80 routes to the SDR pool for qualification. A lead scoring under 30 enters a nurture cadence. The threshold logic is point-and-click — no developers needed.
The Spanish-speaking lead from Madrid lands. Tonic Desk skips the round-robin and routes directly to the bilingual SDR. The lead from a Fortune 500 routes to the enterprise SDR pool. Out-of-office reps are skipped automatically. The lead from the existing customer routes to their CSM, not to sales. Skill tags drive routing in a way territory rules in HubSpot cannot match without a custom workflow consultant.
Every inbound lead starts a 5-minute SLA clock that is visible on a TV dashboard the whole team can see. Green up to 3 minutes, amber 3-5, red after 5. SLA breaches roll up to a weekly report by SDR, time-of-day, and source. You stop arguing about "we are responding fast" and start measuring whether you actually are. Median response time drops from 47 minutes to under 4 in week one.
Before: Inbound leads go to a shared inbox. Sometimes an SDR sees the email within an hour. Sometimes it sits until tomorrow. The "first response in five minutes converts at 21x the rate of one hour" rule is something you read in a blog post and feel bad about.
After: Lead in, ping out, SLA clock starts. The on-shift SDR pool sees a notification in Slack and the CRM, with the lead score and context already attached. Median time-to-first-touch is under 4 minutes. Conversion rate on inbound demos goes up by double digits.
Before: Every lead is treated equally. Your best SDR spends 20 minutes qualifying a tire-kicker while a Fortune 500 demo request sits unread because it came in at 4:55 PM.
After: Lead scoring routes the Fortune 500 lead straight to your top AE with a same-day calendar link. The tire-kicker drops into nurture without burning SDR cycles. Your SDRs spend their time on leads that close.
Before: An MQL becomes an SQL when an SDR remembers to update a "stage" field on the contact. Marketing and sales disagree all quarter about how many SQLs there were. The QBR is mostly about that disagreement.
After: MQL-to-SQL conversion is a defined workflow with a defined trigger: the SDR books a meeting, the lead becomes an SQL, the deal record is created, the marketing source is attributed. Marketing and sales agree on the number because there is one number.