Customer Onboarding

Business Issue

A small accountancy firm were finding that onboarding new Clients were taking a lot of administration and time. This included creating unique documents for each new Client, depending on the accountancy services they requested and a list of tasks that were required.

Solution

Using the Core CRM Engine, we were able to develop an automated document production module dependant on the service the new Clients requested. This produced a pdf document which could be automatically emailed to the Client.

A workflow module was developed to automate the actions which were required to complete the onboarding of a new Client. This onboarding solution can also be used independently so can be added to any existing package such as Xero.

We also imported all the current Client data from a spreadsheet into CRM Engine initially.

Result

The automation of the document production has not only saved much administration and time, but also ensures that every document is accurate and correct.

The onboarding workflow of actions has ensured every action required has been done and tracked.

CRM Engine has sped up the onboarding process for Clients which has meant it has freed up my time to work “ON” the business rather than “IN” the business. It has also meant that the simplicity of this onboarding automation process can be now outsourced to a 3rd party, again saving me time. The import of data from spreadsheets means that I now have a central CRM database which makes it so much easier to manage my Clients and produce valuable reports.” Accountancy Client

Workflow Management

Business Issue

FLEETsense are currently using Salesforce as their CRM system but they wanted a more bespoke solution that better follows their workflow and which would be simpler to use.

Solution

Business Equip have developed a Bespoke CRM solution called ‘CRM Engine’, which can be customised to match the workflow it is supporting. It is built on a WordPress platform which allows it to be accessed via any web browser on either desktop or mobile devices. The System is hosted on WP-Engine, and this includes daily backups of the whole system and database each night.

Result

The initial migration of the SalesForce data to CRM Engine was a complete success and was delivered on time and within budget. This meant that the users were active on CRM Engine from day 1 and because CRM Engine was so easy to use, The training scheduled to run over a week was cut to hours.
hours.

B2C and B2B

Business Issues

As Ship Shape World grew from small beginnings, it now needed a central system where all the customer data can be accessed by the whole team. Currently, the Sales team were using spreadsheets to call customers so could not share or store information like Quotes and Tickets. Follow up calls were also missed as there was no automated reminder.

Solution

Using the Core CRM Engine, we were able to develop a central customer database with automated colour coded follow up actions and workflow for the Sales team and an integrated Quote and Ticketing system which can now be seen by Marketing, Production and After-Sales.

Result

With the streamlining and the centralisation of data, Ship Shape World now have a CRM system that solves the business issues and it will continue to evolve as the business grows.

Having looked at the leading Online offerings, we found that their solutions were too broad and had default functions that we didn’t want. CRM Engine is customised to our exact requirements and does everything we want within our budget – it’s an amazing system. The smooth workflow across Sales, Production and After-Sales means that we now don’t miss anything. The developers at CRM Engine are open, honest, very flexible and provide great support without the hassle – nothing is too much for them. As we evolve, so will our CRM. Since using CRM Engine our sales conversion rate has increased by at least 15% which means that the system has already paid for itself.
Matt Nudd – Managing Director, Ship Shape World.

Customer Data Profiling

Business Issue

The Managing Director needed to focus more “on the business” rather than “in the business” which meant that there was a requirement for a complete review of the customer and prospect engagement process covering customer data management, sales and support.

Solution

I worked alongside the Managing Director to profile their existing customer database which clarified what types of businesses were best for PanaEpos and where they should concentrate their efforts looking for more of the “right” business. This started with contacting all customers for a 1 to 1 call to get feedback on their perception of PanaEpos and how they could work together in the future. It also provided an ideal opportunity to cleanse and update the database. To find sales opportunities, each customer was taken through the list of current services and those interested in more information were duly noted and passed to sales. A key question was on support timings so a revised support structure was created.

Result

PanaEpos now have a customer database that has been profiled to reflect 80/20 where the 20% represent the top customers and the typical size of ideal business. This profile was used to target similar businesses which resulted in significant additional sales. A 4 tier support process was also created to provide a great customer experience that cemented their relationship with their customers as well as increasing internal productivity. Sales and Support now work together to concentrate their time where PanaEpos can get additional selling opportunities from both existing  and new customers.

Conclusion

Profiling the customer database and introducing the 4 tier support process has been a real benefit for PanaEpos and has enabled them to grow their business targeting prospects that match their ideal profile. They even had the opportunity to buy a local competitor which gave them additional scope in the market.

Training Solution

Business Issue

To manage course and delegates for a large number of events, which were currently being managed on multiple Excel spreadsheets, involving a lot of admin hours to administer.

Solution

The solution was to use the core CRM Engine platform customised to the user requirements. This included adding a Program management section and automating the sending of emails for Joining instructions and post course communication.

Result

Reduction in admin requirements and more consistent communication to delegates and a more standard approach to organising training events. Tutors were able to directly access the system for all their events and delegates, updating details directly.

Organisating a program with over 100 events and 1000 delegates involved a lot less administration than before with the use of the automated emails from the system.