“It was complicated and frustrating. We were losing time, losing leads, and losing trust,” Tiffani Alter, Sr. Manager, Sales Operations at TouchBistro.
About the Company
TouchBistro is a leading restaurant management platform, trusted by thousands of hospitality businesses worldwide. It helps restaurants streamline operations, enhance guest experiences, and drive sustainable growth.
Serving Leads as Fast as Meals: How TouchBistro Upgraded Routing
TouchBistro has always been focused on making things easier for restaurants, and that extended to how their sales team engaged new prospects. But the reality was that slow lead routing, scheduling conflicts, and missed assignments were leaving opportunities on the table.
As TouchBistro’s popularity grew, the sales team had to manage a rapidly increasing volume of leads. Their existing routing process couldn’t keep up. The team needed a faster, more reliable way to connect with prospects and ensure fair distribution of leads across reps.
The Challenges That Stopped Touchbistro From Moving Faster
Before adopting LeadAngel, the sales ops team was relying on another routing tool. While the system worked on paper, in practice it created more problems than it solved.
One of the biggest challenges was slow routing speeds. Leads could take up to three hours to find their way to the right rep. In the restaurant industry, where buyers move quickly, those delays often meant missed opportunities. For reps, it was frustrating to know they might lose a good lead, not because of their effort, but because the system wasn’t fast enough.
The system was also error-prone. Leads were frequently misrouted or dropped altogether, leaving sales reps questioning whether the process was fair. That loss of confidence made it harder for them to trust the system and harder still to stay motivated when they felt the deck wasn’t stacked evenly.
Additionally, previous software required extensive Salesforce configuration for even the smallest changes. Adjusting routing rules or fixing errors required significant administrative work, creating bottlenecks and slowing down the entire sales operations function.
And when automation failed, the team had to step in with manual fixes. Operations staff spent more than 12 hours every week reassigning leads and troubleshooting errors. Instead of focusing on strategy, they were stuck patching a process that was supposed to be automatic. This constant firefighting created stress for ops and left reps without the confidence that their next opportunity would be handled fairly or quickly.
All of these issues combined meant lost time, lost leads, and lost confidence, holding TouchBistro back from moving as quickly as its business required.
2+ years since adopting LeadAngel
2000+ leads processed using LeadAngel
Leadangel Features Used
On-the-spot routing
Instant handoff from XDRs to AEs for faster connections
Slack live claim
Custom feature allowing reps to claim leads in real time, with full visibility
Random split routing
Ensures fair lead distribution across teams with different quotas
Calendar-aware scheduling
Prevents overlaps with OOO or ongoing meetings
Audit logs & visualization
Easy troubleshooting and clear routing insights
How Leadangel Enables Touchbistro To Sell Smarter
TouchBistro chose LeadAngel because it wasn’t just another tool; it was a partner. The ability to quickly build custom features was a deciding factor.
“What impressed us most was LeadAngel’s willingness to work with us. They didn’t just sell a product; they created the exact features we needed,” says Tiffani.”
From Slack integrations to calendar blocking, the LeadAngel team worked hand-in-hand with TouchBistro’s sales ops group. The rollout was smooth, the support was responsive, and features were tailored in record time.
Now, routing happens in under a minute, reps get fairer distribution, and managers have full visibility into what’s happening.
The Result:-
Since adopting LeadAngel, TouchBistro has completely transformed its lead management process, routing and managing more than 1,500 leads every week with ease. Accuracy jumped from around 75% to an impressive 98%, giving the team confidence that every lead reaches the right rep.
Routing delays that once stretched to three hours have been reduced to under a minute. This speed means prospects get connected instantly, improving their experience and helping reps move opportunities forward faster.
The operations team has also saved significant time. What used to take more than 12 hours a week in manual fixes and adjustments is now virtually eliminated, freeing them up to focus on strategy instead of firefighting.
Perhaps most importantly, sales pipeline speed has increased by about 20%, and morale across the sales floor is higher than ever. With fair distribution and fewer errors, reps trust the system and spend their energy where it matters, building relationships and closing deals.
Month-on-month growth in leads generated is shown below:
The Impact In Their Words
“LeadAngel turned our routing from a constant headache into a competitive advantage. The speed, accuracy, and partnership have been game-changing for our sales team.”
Tiffani Alter, Sr. Manager, Sales Operations, TouchBistro
