Streamlining Processes with CRM and Marketing Automation

The Challenge

This business had grown rapidly in the last few years and as part of their expansion strategy had acquired a number of competing and complimentary businesses within their category. The challenge here was getting all of their contacts into a central CRM database and streamlining their communication strategies to remove tedious time consuming administration tasks.

The Solution

We spent time getting to know the current business processes and also what the business wanted to achieve short term and long term in regards to streamlining their systems, processes and communication. We then created 3 different options that fit within their budget and implementation time frames.

The solution was a tailored CRM to meet all of their business needs integrated with powerful marketing automation tools with customised customer journeys depending on their business unit and customer needs.

This solution was designed for consistent customer engagement whilst reducing the daily administration time required for their team to complete certain tasks by centralising their customer data and streamlining processes within the business that could be automated.

The Business Results

The business results really speak for themselves, with their customer satisfaction rating increasing from an average of 6 out of 10 to a nifty 9.2 out of 10 over a 6 month period. They also saw their brands productreview.com.au ratings increase from 2.7 to a solid 3.4 over the same period.

This business is finding happy, informed and connected customers is a game changer not only for customer satisfaction but their sales and referrals have sky rocketed, needing to increase their CRM subscription to the next tier in a matter of months from implementation.

Next Steps

We are now working on brand alignment for all of the newly acquired businesses to transition from many separate companies to a group brand and communication strategy that aligns company values, brand recognition whilst also continuing to engage current customers from acquired businesses.