> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/strategies/broadcast/broadcast-communication-between-customer-service-and-crm-automation-for-won-and-lost.md).

# Broadcast - Communication between Customer Service and CRM: Automation for won and lost

Communication between modules is essential for keeping processes organized and automated. With the **Broadcast** in SprintHub, it is possible to create automations between the **SAC** and the **CRM**, allowing actions performed in one environment to automatically reflect in the other.

In this article, you will learn how to use Broadcast to automate processes of **won** and **loss of opportunities**, moving SAC support cases automatically according to changes in the CRM.

{% embed url="<https://youtu.be/z1NKfP0aslg>" %}

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#### Practical example

When an opportunity in the CRM is marked as **Won**, the system can automatically move the customer conversation in SAC to a window of **After-sales**.

Likewise, when an opportunity is marked as **Lost**, the support case can be moved automatically to a specific window of **Closed** or **Reactivation**.

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### How does the automation work?

The automation logic works in two steps:

#### 1. Broadcast issuance in the CRM

The first step is to configure an automation in the CRM to issue a Broadcast when an opportunity status change occurs.

Example:

* Opportunity changed to **Won**\
  → Issue Broadcast: `crm_won`
* Opportunity changed to **Loss**\
  → Issue Broadcast: `crm_loss`

This Broadcast will work as a “notice” for SAC to execute an action.

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#### 2. Capturing the Broadcast in SAC

After the signal is issued, it will be necessary to configure a trigger in SAC to listen for this Broadcast and execute the desired action.

Example of automatic actions:

**When there is a win**

**Trigger:** Receive Broadcast `crm_won`

**Action:**

* Move the conversation to the window **After-sales**
* Change the support case owner
* Add converted customer tag

**When there is a loss**

**Trigger:** Receive Broadcast `crm_loss`

**Action:**

* Move conversation to the stage **Lost**
* Close support ticket
* Apply future reactivation tag

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### Benefits of this automation

The integration between SAC and CRM through Broadcast provides several advantages:

✅ **Reduction of manual tasks**\
Avoids manual movement of conversations between departments.

✅ **Greater operational organization**\
Each opportunity automatically follows the correct flow.

✅ **Faster service**\
The team receives the customer already directed to the ideal department.

✅ **Fewer human errors**\
Avoids oversights or incorrect movements.

✅ **Better customer experience**\
The contact is handled according to the commercial status immediately.

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### Example of a complete flow

1. The salesperson marks the opportunity as **Won** in the CRM;
2. The CRM issues the Broadcast `crm_won`;
3. The SAC receives the signal;
4. The conversation is automatically moved to **After-sales**;
5. The responsible team takes over the support case.

Or:

1. The salesperson marks as **Lost**;
2. The CRM issues `crm_loss`;
3. The SAC receives the Broadcast;
4. The conversation is moved to **Lost/Reactivation** automatically.

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### Conclusion

The use of **Broadcast between SAC and CRM** is an efficient way to automate communication between departments and ensure that support cases follow the actual status of opportunities.

When setting up events of **win and loss**, your operation becomes more organized, faster, and smarter, ensuring that no customer is left without the correct direction after a change in the CRM.