Email marketing & telemarketing business processes automation

Email marketing & telemarketing business processes automation

We received a contract to develop and streamline the IT department of a company that delivers prospective business-to-business (B2B) and business-to-consumer (B2C) customer contacts for email marketing campaigns.

Our objective was to automate a number of processes inhibiting the company’s business growth.

We started by performing a deep-dive analysis on the client’s business processes. At the time of our analysis, the company employed 15 workers, seven of whom were salespeople.

After preparing a comprehensive workflow diagram of all interactions between business touchpoints, we began developing a list of practical improvements.

Challenges

Solution

We prepared a list of practical recommendations based on our analysis of business process pain points. Based on the issues detected, we expanded the sources of lead generation from two to 10, in order to drive the company’s goal of tripling its growth over the next three years. To accommodate this expansion in lead traffic, we developed a dedicated software solution: a company web board integrating customer relationship management (CRM), enterprise resource planning (ERP) and content management system (CMS) functionalities.

In addition, we implemented a role access system, ensuring that employees at each level of clearance were able to access appropriate types of data about each lead. This new access system helped safeguard prospect privacy, mitigating the risk of information leakage.

Our development and implementation team for this software solution consisted of three developers, one frontend user experience (UX) designer, one project manager, and one quality assurance assistant.

A number of parameters and goals continued to evolve throughout the project, changing the requirements and circumstances of our work. In response, we adapted our approach on the fly, remaining focused on practical outcomes every step of the way.

Our Kanban-based approach enabled the client to impact our decision making process throughout every stage of development. As new requirements were added and priorities were adjusted, we continuously adapted our workflows to focus on top-priority action items.

This approach significantly shortened the time to key deliverables, by enabling us to implement the first usable components of our software solution within just three months after the launch of the project.

Our initial estimate for completion of the development phase was 14 months. However, our agile Kanban approach enabled us to complete the final deliverables within just 12 months, by initiating the testing process during the development phase, reducing the amount of time spent on fixing bugs.

Just one year after initiating the development phase, we provided the client with a full-fledged automated management system, significantly streamlining the company’s entire sales workflow.

Outcome/Result

Within just five months of implementation our software solution in the client’s daily workflow, a number of key performance indicators (KPIs) showed measurable improvement. After one year of active use, the following KPI improvements were achieved:

Conclusion

Investing in a dedicated software solution makes practical business sense, for all the reasons outlined above. By basing a tailored solution on your business’s pain points and goals, this investment can be expected to provide measurable return within just six to 12 months of project launch, enabling your business to generate sustained growth and profit for years to come.

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