Hippo Homes improves efficiency, reduces delays, and serves customers faster.

“Before LeadSquared, assigning inquiries took more time and manual effort. We depended on spreadsheets and a basic CRM, which meant delays on busy days. It took a lot of back-and-forth to get leads to the right person; some were missed or followed up on late. Keeping track of everything wasn’t easy.”

Rohan Agarwal
Senior Program Manager, Hippo Homes

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40%

Faster response

Missed assignments

Down from 15–20%

30%

Higher workload handled

With LeadSquared Hippo Stores Achieved:

Faster lead capture and outreach
Seamless coordination across field, showroom, and call centers
Easier lead management with a simplified sales process

What Hippo Homes Does

Hippo Homes is India’s first Omnichannel home improvement and construction marketplace. It is built for anyone upgrading a space, renovating an entire property, or starting new construction from ground up.

The platform brings together everything needed to get the job done. That includes building materials, hardware, electricals, kitchen fittings, décor, flooring, sanitaryware, tools, and storage. Customers can shop online or offline.

The team behind Hippo Homes focuses on variety, price, and speed. Every product is sourced from trusted suppliers, and the platform is designed to help homeowners and professionals find what they need without wasting time or second-guessing quality.

As Hippo Homes delivered on this promise of variety and speed, demand naturally picked up. With more homeowners and professionals turning to the platform, the flow of customers across channels grew rapidly. But volume wasn’t the real challenge. The real challenge was what happened after a customer showed up

1. What was Hippo Homes Trying to Fix?

Hippo Homes was growing fast. Every month, over 2,000 leads came in through channels like their website, IndiaMart, JustDial, and walk-ins. It was clear that the brand was gaining traction, but with that growth came new demands on the team.

The sales process was functional but beginning to feel stretched. Leads were tracked through spreadsheets, and team coordination happened across different tools. On most days, it worked. But as demand spiked, delays started to creep in. Assigning leads took longer. Follow-ups slowed down. Tracking inquiry status and ownership quickly turned into a struggle.

The team was committed and working hard, but the systems weren’t built for this level of scale. They needed more than just visibility — speed, structure, and a clear way to stay on top of every lead, even on the busiest days.

“We weren’t facing a shortage of leads. The real task was acting on them before they
went cold.”
– Rohan Agarwal – Senior Program Manager, Hippo Homes.

2. What was Getting in the Way

As interest in Hippo Homes grew, the team began noticing how the leads were handled once they arrived. The system hadn’t failed, but it had started to slow them down in ways that were hard to ignore.

Response time was the first pressure point. While the team worked hard to follow up quickly, it often took two to three hours before a rep reached out to a new lead. The volume of daily inquiries made it harder to stay ahead. Some leads had to wait longer than intended, and others risked falling through entirely. At one point, nearly 10% of leads weren’t being assigned to the reps at all.

Only 21% percent of leads were followed up on within 24 hours. At first glance, it looks like the sales team was falling behind. In reality, reps were handling more inquiries than ever, but much of their time was spent figuring out who should do what, rather than engaging with customers.

There was no shortage of intent. The team wanted to respond fast, stay organized, and give each inquiry the attention it deserved. But as lead flow increased, that intention began drifting further from reality.

“We always knew what needed to happen. The hard part was keeping up with the
pace of change.”
– Rohan Agarwal – Senior Program Manager, Hippo Homes.

3. What Triggered the Change

For a while, the team at Hippo Homes kept adapting, making small fixes here and there, improving coordination between reps, and conducting regular check-ins to ensure leads didn’t fall through. But over time, those fixes started to feel more like workarounds than progress.

The team wasn’t reacting to a crisis. They were thinking ahead. With inquiry volumes rising and new categories being added to the platform, the question wasn’t how to manage the next week but how to stay ready for what came next.

That mindset shift is what drove the change. The leadership team recognized that continuing to scale on top of makeshift processes would only slow the business down later. It wasn’t about replacing what existed. It was about designing a system built for the pace at which they were growing.

“It was less about solving a problem and more about building a foundation to support
our vision.”
– Rohan Agarwal, Senior Program Manager, Hippo Homes

4. What Progress Looked Like

The difference was visible almost immediately. Leads from every channel — website, IndiaMart, JustDial, and walk-ins — were immediately captured in one place and routed to the right person. Reps could start follow-ups within minutes, and managers had a real-time view of every lead’s status without chasing updates.

The numbers confirmed what the team already knew intuitively:

Monthly lead capture rose from 2,000 to 3,400.
First response times improved by 40% dropping from hours to minutes.
Once close to 10%, missed assignments fell to less than 1%.
Each rep handled 30% more leads, and 35% more follow-ups were completed consistently.
Sales cycle shortened from 3 to 4 days to 36-48 hours.
Deals closed per rep increased by 19%

For the team, the change meant spending more time talking to customers and less time sorting and assigning leads. The workday felt smoother, with fewer handoff delays and clear priorities from the start of each shift.

“Everyone knows exactly what’s on their plate when they log in. That clarity made a huge difference.”
– Rohan Agarwal – Senior Program Manager, Hippo Homes

5. How They Solved It

Hippo Homes set out to redesign their sales process to keep scaling without slowing the team down. That meant using technology to remove manual steps, make assignments instant, and give everyone the same, real-time view of the pipeline.

The first step was to centralize lead capture. All inquiries flowed directly into LeadSquared, with API connections and integrations ensuring nothing had to be re- entered manually. Leads from multiple sources arrived in one place, ready to be acted on.

From there, automations took over. Leads were assigned automatically based on geography, category, or workload, with notifications sent to the right rep on both desktop and mobile. This meant the handoff happened in seconds, not hours. Built-in de-duplication ensured that the same customer never ended up in the system twice, eliminating wasted follow-ups.

Managers now had live dashboards showing exactly where each lead stood, how quickly it was being followed up, and which deals were moving forward. Instead of checking in manually, they could see bottlenecks as they formed and step in only where needed.

The difference was immediate for the sales team. They could start their day knowing exactly which leads to work on without chasing assignments. Conversations with customers began faster, and no one had to wonder if a lead had been missed.

6. What Happened Next

With the new system, Hippo Homes found themselves in a stronger position to handle growth. The sales team could focus on customer conversations without worrying about missed leads or delayed follow-ups. Managers had a clear view of performance in real time, which meant they could coach, plan, and make changes based on data instead of guesswork.

The improvements weren’t just in speed — they were in consistency. Every lead, from every channel, was handled the same way: captured instantly, routed to the right person, and tracked through to outcome. The days of wondering whether a lead had been picked up were gone.

Customers felt the difference, too. Faster responses meant fewer drop-offs and a smoother buying experience. Internally, the shift gave the team confidence to scale without losing control of the process.

“We’ve built a system we can grow into. No matter how many leads come in, we
know they’ll be handled correctly.”
– Rohan Agarwal – Senior Program Manager, Hippo Homes

Hippo Homes now operates with a rhythm that keeps the team and the customer moving in the same direction — forward.

Hippo Homes didn’t wait for their process to break before changing. They identified where growth was putting pressure on their sales operations and acted early, building a system that keeps them fast, focused, and ready for what’s next.

Today, the sales team works with clarity, managers have full visibility, and customers get the timely responses they expect. It has become a model for scaling without sacrificing quality.

If you’d like to see how a system like this could work for your team, you can book a demo and explore the workflows, automations, and visibility tools that helped Hippo Homes take control of their sales process.