Solution: Salesforce & ChatGPT Integration

Case Study

Charity/ NFP

Media

All Industries

Engineering

Our client was managing diverse media assets with high advertising demand. Their shared inbox was overwhelmed with pricing and availability inquiries from legacy advertisers and partner channels, creating a complex volume and data management challenge for their RevOps team. Manual processes became untenable as volumes increased, driving the need for an automated, scalable solution.

Location

London, United Kingdom

TEAM

RevOps and Sales Operations

Challenges faced

Lack of automation in managing unstructured email queries led to hours of inefficiencies.

Primary challenge: Incoming booking queries flooded the client’s shared inbox, coming via direct emails and forwarded messages from partners and potential customers.

Other challenges: Manual sifting was time-consuming and inconsistent, with team members applying varying standards to entering lead data.

This led to confusion for sales teams and revenue suffered as potential clients were not addressed in time.

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What we did to solve

We implemented a fully automated email‑to‑Salesforce workflow: It began with email ingestion, where all messages forwarded to Salesforce Email Services were automatically parsed.

The parsed content was then sent via REST API to ChatGPT, using a custom prompt stored in Salesforce custom metadata to classify and structure each enquiry into JSON‑formatted field data.

Apex code consumed this JSON output to create a “pre‑lead” record within Salesforce, complete with the original email chain attached for convenient review.

Finally, sales ops users retained oversight: they reviewed each pre‑lead and, with a single click, converted it into a standard Lead or marked it as junk.

BUILDING BLOCKS OF SUCCESS

AI‑driven structuring

Unstructured, complex emails were converted to structured data.

Custom metadata held the ChatGPT prompt template, covering direct, multi‑forwarded and misaddressed emails.
REST API connection to ChatGPT returned structured data in JSON with clearly defined field names.

Pre‑lead record management

Intelligent management of records avoiding flooding of junk leads.

Apex handlers parsed the JSON response and populate pre‑lead fields automatically.
Original email chains are attached to the pre‑lead for context without leaving Salesforce.

Conversion workflow

Aiding adoption of the new process through training and support.

We supported the adoption of the new process with the help of structured training sessions.
The prompt was continuously engineered to ensure the learning are used to improve performance.

Impact

The result of our collaboration

100 % increase in RevOps effectiveness – Monthly email enquiry volume handled doubled without adding headcount

Zero missed leads – All enquiries are captured and processed in Salesforce from day one

Time savings – Hours of manual data entry reclaimed for strategic task

Data accuracy – Consistent, structured lead data improves forecasting and resource allocation

Revenue uplift – Faster response times and no lost leads drive measurable revenue growth

Function

Services

Outcomes

Technologies