Automation Case Study: Quote Automation That CS Reps Absolutely Love
When a customer inquiry comes in, have you ever experienced this?
You receive the inquiry, but to give an accurate answer, you have to organize the details and pass them to the developer, who then has to create a separate quote.
The rep is swamped handling customers, the developer has to stop what they're doing to write quotes.
And if the quote delivery is delayed and the customer leaves without a response?
Especially when prices aren't fixed and quotes vary based on inquiry content, this cycle repeats even more.
The customer support rep keeps asking "when can we see the quote," while the developer breaks from their work to sweat over creating quotes.
This can't be just us, right?
.....Hmm...
At IMPAKERS, our main business is no-code web development and automation customization.
Due to the nature of our work, each customer has different requirements, so quotes need to be calculated differently every time.
As a result, the team member handling customer support had to separately relay inquiry details to the developer, who would then review the content and create the quote — the support and quoting processes were separated.
The problem is time.
The customer is waiting for a response, the CS rep is waiting for the developer's answer, and the developer has to stop their work to write quotes.
This way, work efficiency drops and customer churn rates inevitably rise.
So We Automated the Entire Quoting Process
We wanted to reduce this cumbersome process no matter what. So we couldn't help ourselves and automated everything.
Let us show you this simple method through the MAKE scenario and Softr screens.
- Enter customer inquiry on the admin page built with Softr
First, we created a table on our admin page where customer information and inquiry details can be entered.
- Make Scenario: Fetch inquiry content via webhook
- ChatGPT: Analyze inquiry content & auto-generate quote content
[Prompt]
You are a no-code AI automation design expert. Based on the automation content requested by the user, design the automation content for the automation quote document.
Break down the automation content into scenario units. Separate all automation scenarios needed to implement the overall automation functionality and organize each with a 'title' and a 'function definition' that specifically describes the scenario's functionality.
Organize in the following format:
# Scenario 1
title: {Title}
description: {Function Definition}
# Scenario 2
title: {Title}
description: {Function Definition}
# Scenario 3
title: {Title}
description: {Function Definition}
- ChatGPT: Structure the generated quote
- Quote Automation Complete!
The generated quote information can be immediately viewed in a table organized by date, customer name, project name, document title, and sheet URL.
With just one button press, quotes are auto-generated and can be viewed in real-time on the dashboard!
Quote Automation — Pretty Simple, Right?
- Understand the customer's inquiry content
- Enter the customer name, project title, and detailed inquiry content
- Quote complete! View instantly on the admin page!
A Work Environment Where Everyone Does Their Best
The biggest change this automation brought is 'focus.'
Now the CS rep no longer needs to ask the developer to write quotes.
They just enter the necessary content, and quotes are auto-generated and saved.
Developers no longer need to stop their work to write quotes.
The time that two people used to spend — about 1 hour each per customer per day — has been saved.
520 hours annually, which converts to 5,215,600 KRW at minimum wage.
Meanwhile, MAKE costs $9/month, and Softr's free plan is more than sufficient.
About 150,490 KRW per year. That's only 2.8% of the previous waste.
Customers want fast responses. And what's important for us is 'focus.'
Through automation, we didn't just save time — we were able to elevate both customer satisfaction and work satisfaction.
This structure using MAKE and Softr isn't just needed by our company.
Many small teams, startups, and freelancers likely have similar concerns.
With just a little good structural design, anyone can build their own automation system.
We saved time, and customers gained peace of mind.
Automation is ultimately about people, it seems.
More work automation cases here! Read more