BUSINESS SOLUTIONS: CRM

A US-based financial services company onboarded all of its new and existing client tuitions, communications, and billing via laborious manual processes. Their existing CRM (Customer Relationship Management) was never designed to meet their unique requirements, and numerous 3rd party processes had been introduced over time. This resulted in costly, inefficient management business practices.

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Overview

Infusion121™ is focused on providing quality business solutions. We developed an accurate, automated, and efficient workflow and marketing flowchart of our client’s typical customer journey, then implemented its new CRM solution, which eliminated all 3rd party processes, improved back-office efficiencies, reduced costs, and increased bottom-line profits.

Financial Services
(US-Based Financial Services Sector)
Website Development
App Development
Outsourced Marketing

Sector
Financial Services

Project Challenges

Overwhelmed with the amount of manual labour required to manage new leads and existing clients after hosting its information seminars, the Client Services Team (CST) spent much of its day manually transferring handwritten information into its CRM and 3rd party solutions.

Existing CRM software wasn’t efficiently managing back-end accounts, business workflows, or client marketing. Multiple ‘quick fixes’, which amounted to 3rd party processes being implemented, were either dysfunctional or causing inefficiencies for the CST and overall organisation. Afraid of change, our client was hesitant to move away from its existing CRM provider, regardless of its poor performance and high cost to run.

Our Solutions

Infusion121™ worked closely with management and the CST to create a detailed workflow of its customer journey and internal processes. Through a series of discovery meetings, we developed a workflow to improve internal efficiencies, client database management, accounting and reporting, plus completely automated the client on-boarding process.

Our detailed business process and marketing workflows removed ineffective and costly processes, while we simultaneously performed a detailed analysis of the existing CRM solution. Based on these workflows and research, Infusion121™ recommended several CRM solutions and quotes to build a customised CRM suited to the company’s unique needs.

Infusion121’s Web and APP development teams made extensive updates, using Zoho’s resting API to allow real-time integration to the client’s existing website and native mobile APP. Our customised Zoho One CRM solution now populates new client and lead information automatically and seamlessly from both the website and mobile APP.

5

3RD PARTY PLUG-INS MADE OBSOLETE AND ELIMINATED

50 %

REDUCTION IN CUSTOMER SERVICE TEAM LABOUR COSTS

22 %

INCREASE IN TEAM PRODUCTIVITY

Project Results

Clients and new leads now receive automated, customised emails with new information, which is instantly populated into the CRM without need for any manual labour. Our CRM solution creates a real-time experience for customers and the organisation, reducing the time to manually onboard a new client from 2.5 hours to an average of just 3 minutes!

Since implementing our recommendations the client has saved tens of thousands of dollars to its bottom-line in upfront customised CRM development fees, a considerable reduction in ongoing license fees, and is saving even more through the reduction of salary costs.

In a nutshell, website seminar registration forms now generate new leads in the CRM, and

customised emails are automatically sent to prospects throughout their customer journey. Onboarding a client is completely automated and saves 2.5 hours of data entry per client. To top it all off, personalised team and department CRM dashboards have been designed to increase team productivity.

Results

Results

90 %

DASHBOARD SUCCESS

Almost all existing clients surveyed enjoy the new client dashboard more.

+35 %

CLIENT CONVERSIONS

The company received a one-third boost in new client conversions.

100 %

CRM IMPROVEMENT

Management of client data and accounts has drastically improved.

$2 K+

SAVINGS PER MONTH

Over $2,000 per month has been saved from ongoing licensing fees alone.
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