The client

Quingo is a UK manufacturer of premium five-wheeled mobility scooters, built on a 70-year family engineering heritage. Their patented 5-wheel system is a genuinely differentiated, high-consideration purchase — buyers are typically older adults (and their families) who research carefully, request a brochure, book a free home demonstration, and weigh the decision over days or weeks rather than minutes.

That buying journey makes speed and quality of lead follow-up the single biggest commercial lever in the business. Every brochure download, callback request and demo enquiry is a warm, high-intent lead — and the value of each one decays fast the longer it sits unanswered.

The challenge

Quingo’s inbound demand was strong, but the new-lead handling around it had five problems:

• Slow first response. New leads from brochure and demo forms waited in a queue for a human advisor — often hours, sometimes until the next working day. High-intent enquiries went cold before anyone made contact.
• Inconsistent follow-up. Whether a lead got two touches or six depended on advisor workload, not on the lead’s intent. Promising enquiries were dropped after a single unanswered email.
• No nurture for “not yet” buyers. A large share of leads were genuinely interested but not ready this week. There was no structured, sustained sequence to keep Quingo front-of-mind through a long consideration cycle.
• Advisor time spent on the wrong work. Skilled advisors were writing repetitive first-touch emails and chasing non-responders instead of talking to the hottest, sales-ready prospects.
  
• No visibility on what actually converted. Replies, meeting bookings and re-engagements weren’t being scored or routed automatically, so the team couldn’t see which leads were heating up.
  

The solution

We rebuilt Quingo’s new-lead engagement around Instantly.ai’s AI layer, so that every inbound lead is engaged within seconds, nurtured intelligently, and handed to a human advisor at exactly the right moment. The solution had three core components:

1. AI Sales Agent for instant first contact

The moment a new lead enters from a brochure download, demo request or website form, Instantly’s AI Sales Agent opens the conversation automatically — a personalised, on-brand first touch that reflects Quingo’s reassuring, expertise-led tone of voice. First response time dropped from hours to seconds, with no advisor in the loop for the initial outreach.

2. AI Reply Agent for intelligent conversation handling

Incoming replies are read and understood by Instantly’s AI Reply Agent. It answers common early-stage questions (pricing ranges, the 5-wheel kerb-climbing advantage, how a free home demo works), handles objections, and keeps the conversation warm. Crucially, it detects buying signals and escalates — the instant a lead asks to book a demo or signals they’re sales-ready, the conversation is routed to a human advisor with full context.

3. AI-driven nurture and lead scoring

For the large segment of “interested but not yet” buyers, AI-personalised sequences keep Quingo present throughout a long consideration cycle. Lead scoring and segmentation continuously rank leads by engagement, and workflow automations trigger on real behaviour — a site revisit, a reply, a meeting booking — so advisors always work the warmest leads first.

Designing the AI for Quingo’s audience

An AI agent talking to an older, high-consideration, often cautious audience has to be handled differently from a generic B2B cold-email bot:

• Tone and trust first. Every AI-generated message was tuned to Quingo’s warm, patient, expertise-led voice — reassuring, never pushy, and never “salesy.” The goal of the AI is to be genuinely helpful, mirroring how a good Quingo advisor speaks.
  
• Human handoff at the right moment. The AI is explicitly designed to step back, not to close. As soon as real buying intent appears, a person takes over — preserving the personal, consultative experience Quingo’s customers expect for a major purchase.
  
• Transparency and compliance. Messaging, opt-outs and data handling were configured to stay appropriate for a vulnerable-adjacent audience and UK marketing norms, with email warmup and deliverability infrastructure ensuring messages actually reach the inbox.
  

The results

By putting Instantly.ai’s AI agents on the front line of new-lead engagement, Quingo turned a slow, inconsistent follow-up process into instant, always-on, intelligent conversation — while freeing advisors to spend their time only on sales-ready prospects.

Looking ahead

The roadmap extends the AI layer further: deeper integration between Instantly.ai and Quingo’s CRM/lead manager for closed-loop revenue attribution, AI-assisted demo booking, and using reply and conversion data to continuously refine the AI’s messaging and scoring models.

The technology

• Instantly.ai AI Sales Agent — automated, personalised first contact on every new lead
• Instantly.ai AI Reply Agent — intelligent reply handling, qualification and human escalation
• Instantly AI Copilot — AI-assisted campaign and sequence creation
• Lead scoring, segmentation & workflow automation — behaviour-triggered routing
• Email warmup & deliverability infrastructure — inbox placement and sending reputation
• CRM / lead-manager integration — context handoff to human advisors