Entrust Unifies Global Sales & Support with Q-assign Automation

Entrust faced a series of operational bottlenecks that slowed responsiveness, strained admin resources, and introduced compliance risk. Fragmented workflows and rigid assignment rules hindered both Sales and Support teams across global regions.

• Rigid lead assignment rules made scaling across time zones difficult

• Fragmented routing processes across departments created admin overload

• Full-time roles devoted entirely to manual territory updates

• Missed SLAs and fairness issues caused by agents cherry-picking easier cases.

• GDPR compliance risks with non-EU agents accessing EU cases

• Managers were left in the dark with no visibility into real-time case queues or agent performance.

To address these issues, Entrust implemented a unified Q-assign solution across departments. Automating lead and case routing, boosting agility, and empowering business users to manage logic without IT dependency.

• Lead and case routing by country, region, time zone, industry, skill, and SLA

• Real-time assignment every 30 seconds for immediate responsiveness

• Point-and-click configuration enabled business users to manage logic without IT

• Compliance rules ensured GDPR-sensitive data stayed protected

• Dashboards offered real-time insights into workloads, routing, and agent behavior

• Spam filtering and prioritization based on ACV, customer type, and urgency

Since adopting Q-assign, Entrust has seen significant gains in efficiency, compliance, and performance. Benefits include freeing up resources, accelerating service, and improving visibility across the organisation.

• Full-Time Roles Reclaimed

• 1 Day SLA Reduction

• Faster lead-to-MQL conversion

• Unified process across Sales and Support

• Fair case distribution & improved agent performance

• Improved compliance

• Manager visibility into workload and performance

• Business teams can now update routing rules on their own. No IT, no code, just fast solutions to real problems.

With Q-assign now embedded across Sales and Support, Entrust is focused on scaling its automated assignment logic globally, maintaining full flexibility without admin overhead. The team continues to rely on real-time dashboards to drive performance improvements and ensure compliance with evolving data privacy requirements. By unifying routing processes across departments, Entrust is positioned for seamless, scalable growth.