A technological & business programme that expedited global expansion
ThirdEye implemented a dashboard that uses visual icons that allows everyone to quickly understand a client’s status across multiple lines of business, alerts the sales teams to cross- and upsell opportunities, and provides content performance- metrics that drive renewals.
The solution enables the sales and production teams to manage their TV studios from around the world. As Richard Cook highlights, “the booking calendar might identify a broadcaster in Canada who would be available to an interview via Skype with someone in New York or London, or vice versa. The whole business can now see what’s happening at every stage of production and manage the resources appropriately.”
Salesforce also helps the business manage their whole sales process – from identifying potential clients and tracking referrals, through to providing a guided pricing flow that seamlessly helps upgrades customer subscriptions and finally automate and track all customer renewals.
In addition, the platform also provides Proactive a range of back-office solutions, with all invoicing now automated and synced from Salesforce to Xero; while all contracts are now managed via DocuSign.
To increase engagement with their audience, as well as existing and prospective clients, Salesforce’s Marketing Cloud has allowed Proactive to track preferences that allows them to deliver personalised campaigns by vertical or product line, as well drive attendance for their events and conferences.
A flexible platform to drive internal efficiencies and enable business growth
To allow Crunch to develop a truly flexible platform that could grow with them, ThirdEye moved the business onto the latest instance of the Salesforce platform, Lightning, as well as developing a range of tools that would help them transform their operations.
Crunch’s offering isn’t right for every type of business. To help the sales teams guide potential clients to the right service, ThirdEye developed a product recommendation wizard that identifies if they are a good fit for Crunch’s services, then indicates which service level would work best for them. As Mann highlights, “The new tool meant that the advisor could literally just focus on the conversation with the client, rather than worrying if the person on the phone would qualify or not”.
Once the client is signed-up Crunch takes them through a comprehensive onboarding process. Their old system required the team to rekey the information into Salesforce, which often led to errors. In response, ThirdEye created a custom onboarding wizard that was easy to complete. It dynamically creates the correct records across multiple fields then runs a data integrity check, before being integrated into all their other systems downstream.
Crunch already used Salesforce’s Business Hours functionality to manage some of its everyday tasks, but they wanted to expand its functionality to automate and track other critical business processes. This allowed them to develop service- level agreements (SLA) that accurately communicated completion dates to customers, but also had a real impact internally. “ThirdEye have built a traffic light system which makes it really clear when something’s falling behind. The conversations about managing workflow have significantly decreased as both the accountant and client management teams can now easily prioritise their work” stressed Mann.
ThirdEye have also given Crunch’s operations team the ability to integrate apps from the Salesforce AppExchange themselves, as well giving them the skills to build their own apps using Low Code - a tool that enables users to create apps through a drag-and-drop graphic user-interface.
An end-to-end technology backbone that has transformed the customer experience
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 due dates for each task based on known project timelines, ensuring that everything was delivered by the deadline. As their COO Ian Cromie points out this has been invaluable as “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.”