About the client
A leading event agency specialising in weddings, private parties, and corporate events.
Country:
USA
Industry:
Events & Hospitality, Entertainment
Service:
Salesforce implementation, CRM customization, custom software development, Salesmsg integration
Duration
January - May 2025
Model:
B2C, B2B
Team size:
1 project manager, 1 business analyst, 1 Salesforce admin, 1 full-stack Salesforce developer, 1 QA engineer
Key technologies:
Salesforce Sales Cloud, Salesforce Marketing Cloud, Lightning Web Components, Apex, Email Studio, Data Loader, SalesMessage integration, Monday.com integration
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Client’s challenge
The event agency reached out to NEKLO as they were struggling with fragmented tools, while trying to increase customer engagement, shorten lead cycles, and upsell to their customers. While they were satisfied with Monday.com for event planning and management, the client managed communication through emails, phones, and spreadsheets, with no single place to track conversations, leads, or bookings. The team often missed or delayed follow-ups, and manual work distracted them from focusing on what they did best: creating unforgettable events.
The client put strong emphasis on pressing deadlines: to streamline their marketing, sales, and upsales ops by the beginning of summer, their high season.
The client put strong emphasis on pressing deadlines: to streamline their marketing, sales, and upsales ops by the beginning of summer, their high season.
- Fragmented tools and disconnected workflows
- Lack of a centralised tracking system
- Scattered communication
- Missed or delayed follow-ups
- Excessive manual work reducing team efficiency
- Difficulty in scaling operations
- Urgent deadline to streamline operations before the high season
Solutions
Our team at Neklo stepped in to help the agency move to a centralised, automated workflow. We performed the following activities on the project:
Unified Environment
Set up Marketing and Sales Clouds and customized them to match the client’s industry-specific processes
Integration
Integrated SalesMessage, a third-party messaging tool (through a native connector), enabling the team to send and receive SMS directly from Salesforce. That was a perfect solution for quick updates, confirmations, and personalized messages
Automation
Automated lead follow-ups, reminders, and post-event thank-you notes
Migration
Migrated the existing client and lead base into Salesforce
Monday.com integration
Integrated Salesforce with Monday.com (through a native connector), in order to sync their marketing and sales with their operations
Team training
Trained the team to use their new tools efficiently and get the most out of the integration
Set Up
Set up workflow automation in Marketing Cloud (emails) and Salesmsg (txt, calls) to promote additional services to existing clients, such as rebates for corporate events, and discounts for the next birthdays
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Want to hire a custom software development company?
Anastasia Vasilevich
Business development manager
Technologies
Salesforce
Apex
Data Loader
LWC
Salesforce Marketing Cloud
Salesforce Sales Cloud
Results
The new setup transformed how the agency communicates and manages events:
- All client data and conversations now live in one place
- SMS automation through Salesmsg reduced response times by 20% and improved client satisfaction by 15%
- Fewer missed follow-ups and faster booking confirmations, same-day or next-day in most cases
- Teams finally had visibility into every stage of the client journey
- 15% more clients reacted positively to the idea of recommending the service to others
- 7% ordered the service for their other events
- All client data and conversations now live in one place
- SMS automation through Salesmsg reduced response times by 20% and improved client satisfaction by 15%
- Fewer missed follow-ups and faster booking confirmations, same-day or next-day in most cases
- Teams finally had visibility into every stage of the client journey
- 15% more clients reacted positively to the idea of recommending the service to others
- 7% ordered the service for their other events
Thanks to Salesforce, Salesmsg and several months of our tight collaboration, the client now runs smoother, communicates faster, and keeps their focus on creating experiences their clients remember.
Right now we are discussing the next phase with the client: setting up the Experience Cloud, where customers can have a more instant control over their planned events.
Right now we are discussing the next phase with the client: setting up the Experience Cloud, where customers can have a more instant control over their planned events.
20
%
response time drop
15
%
client satisfaction growth
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