QVIE

Challenges:  

• The client had very limited resources and handling the volume of inquiries through multiple sources such as email, website, live chat, WhatsApp, social media etc. was getting difficult, which resulted in driving customers away.
• There was no proper tracking in place for old or new clients. They did not know where the new leads came from and what they needed. As for the existing clients, there was no track of their weight loss journey and no reports tracking their success.
• Retaining customers was also difficult due to inconsistent manual processes. From the very first introductory call, to weekly follow-ups and renewals, all communication were stored manually on their computers. Because of the nature of these processes, leads were skipped sometimes due to oversight.

Solution: 

After understanding their day to day challenges we crafted a strategy to better processes and improve sales and customer retention by utilizing each feature HubSpot has to offer. 

With this in mind, we recommended: 

• Tracking their leads and having their data stored in one place
• Utilizing the automation tools in HubSpot to send generic thank you emails, weekly follow ups, renewal reminders, create tasks and notifications
• Connecting their ads and social media accounts to track analytics
• Creating a customised weight loss dashboard where the team would have access to weekly progress reports and final results

Tracking a lead Journey: 

• We implemented a HubSpot tracking code on their website which tracks the engagement journey of a lead by diving into which page they visited, which form they submitted, and how many times they visited the website
• We replaced the website form with HubSpot forms to capture leads

Integrations: 

• We integrated their e-commerce website with HubSpot so that their sales and line items were integrated. This also allowed them to have their databases in a single place for easy access.

Automations: 

• We made their whole sales process a smooth automatic process with the help of workflows. By submitting a website form and the chatbot on the website where it captures their basic information to calculate their BMI. Once that is filled out, an automatic emails triggered on the basis of their results
• Similarly, we created forms to capture important information during the introductory call where the nutritionist asks lifestyle questions and medical history
• The client's weekly follow ups and feedback surveys to be automated
  

Results: 

The BMI Calculation form was connected to HubSpot and the data is directly stored in the contact record and an email with the plan recommendations goes out automatically based on their BMI. 

• 2,529 form submissions on from 6th May till 30th September

We created workflows to automate the deal creation process and the number of contacts getting enrolled are increasing everyday. The weekly follow ups are made easy and the feedback surveys are consistently coming in.

• 3,363 Total enrollment from the BMI automation

With the help of HubSpot tracking code, we are now able to track the sessions per country which helps us build our marketing strategy accordingly.

With the customised reports feature we were able to track weekly progress of each client in one place, which helps the team to understand which clients are satisfied with the service and which require attention. 

Impact: 

• We helped the client get their end-to-end process streamlined and automated with minimal human effort.
• Everything that was being sent manually is now automated where every lead is attended and no follow up is missed.
• By providing the client with ease of access and visibility to the most important KPI’s, they were able to evaluate their strengths and identify areas for improvement.
• Before we stepped in the whole buyer process, from the introductory call to delivering goods to clients, was a 1 week process. Today, it takes just 3 days and the team can now focus on increasing sales rather than doing the admin work.
• We have made an impact by making our clients understand and utilize a single platform that has the power to better their business and tackle any task for them. And by customizing and converting the CRM into a Weight loss CRM that is best suited for their business needs, Nexa delivered personalized value through the incredible platform.