About the client
Client’s challenge
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
Solution
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
Technologies
Salesforce
Results
- 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
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.
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