End-to-end technology backbone to transform the customer experience
A custom Salesforce solution covering quoting, delivery and automated billing eliminated bottlenecks, increased margins and replaced a two-day manual process with automation.
A custom Salesforce solution covering quoting, delivery and automated billing eliminated bottlenecks, increased margins and replaced a two-day manual process with automation.
Adtrak is a performance marketing agency based in Nottingham that specialises in SME businesses. They provide a full range of digital services that focus on accelerating business growth, as well as offering a variety of branding and creative services these types of organisations wouldn’t ordinarily have.
The business had grown significantly over the last few years as more services were added to their offering. However, they’d reached a point where they needed a major rethink as their existing systems and processes hindered their ability to scale the business, and no longer worked for them.
Adtrak brought in ThirdEye to build a system that not only gave them greater control over the sales process, but once a client was on board, help them to efficiently manage the workflow as new services were upgraded, and finally integrate it with a new finance system.
ThirdEye started by building a customised tool which allows Adtrak’s sales team to configure the initial website to the client’s specification, build in any ongoing marketing support packages, then provide the customer a quote. The tool also included pricing approvals to ensure that the correct margins are maintained, and integrates with HelloSign, allowing the customer to e-sign the contract.
Once the contract was signed the tool automatically created a list of deliverables. The system also automates task due dates task based on known project timelines, ensuring that everything was delivered by the deadline. Adtrak COO Ian Cromie points out, “it’s given us a massive insight into a simple question – have we got the right number of the right skills to do the work we need to do for our clients?”
As Adtrak customers are serviced on a monthly basis they required ThirdEye to develop a solution that allowed flexibility to vary the services that were right for the clients needs in that month. That has freed up the delivery teams time to be more productive and deliver solutions that reflect their customers needs at that point in time. It also allowed for more effective account planning – with goals, key strategies and results being tracked and recorded, as well as ensuring what was being delivered was accurately captured, and billed to the client.
The final part of the puzzle was integrating the system with a new online accounting service, Zoho Books. With so many customers having flexible plans, this was key in ensuring that each month’s billing reflected the work delivered to the customer. The new system has also equipped the management team with the ability to track margins and identify their most profitable service lines and clients. As Ian Cromie highlights, “by integrating Salesforce and Zoho Books, it has saved us a tremendous amount of administration time and significantly reduced human error.”
By digitally automating key steps in the customer journey, from enquiry through to admission, we streamlined processes and reduced manual effort. Leads from multiple care brokerages and websites are now automatically captured in Salesforce, for faster, more efficient enquiry management.
Increased margins through better pricing control using a quoting tool
Enables the identification of blockages in production and control delivery times
Automated billing system replaced a manual process that used to take two days
Insights into workload by skill set to effectively resource to match workload levels
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