Acrobat Removals
Simplifying acrobat removals’ sales process, while improving their customers' experience
Acrobat Removals provides prompt and reliable moving services in Newcastle and surrounds. The team takes a lot of pride in delivering a service that eliminates stress from every stage of their customers’ moving experience.
Over the years they have had both internal and external marketing resourcing, so when they came to us, they had a clear list of goals they were really passionate about. The main focus was providing a customer quoting solution that delivered on that stress-free experience they strive for – meaning it needed to be straightforward, effective, and easy to use for customers, while also reducing the administrative burden on their team.
We set about finding a modern solution to Acrobat Removal’s quoting process – through the use of our preferred CRM, Marketing and Sales software, HubSpot. As a certified HubSpot Solutions Partner, we were able to lean on our in-depth knowledge of the system to find a set up that achieved the desired functionality for both Acrobat Removals and its clients.
Rather than your usual contact or sales form, this complex brief called for a highly customised set up that incorporated specific room and furniture inventory fields, with additional sections becoming available dependent on the previous options selected. Luckily, our team loves a challenge!
“The team delivered exactly what I wanted. We now have an online inventory form which is easy for our customers to use, which automatically inputs data into our CRM, and which is easy for me to manage – whether I’m in the office or out on the road. It seems to be working for our customers too, as we’ve seen an increase in booking conversions since it was launched.
Having an online form that helps to automate our sales process has really helped improve our response time and conversion rate on new customers.” – Jord Petersen, Operations Manager of Acrobat Removals & Storage.
Acrobat Removals has seen a significant increase in customer conversions through the new inventory form.
Previously around 75-80 per cent of quoted jobs converted to bookings – which is already significantly higher than the industry average of 50 per cent.
Since implementing the inventory form, conversion has increased to 85-90 per cent. In addition, more efficient processes, and reduced quote turnaround time, has meant less leads are going cold.
This conversion rate jumps to 100% via social media.
They understood that it was a key priority for me when we began working together, and they set about to make it happen. Although it wasn’t straightforward, no one gave up, and they were happy to take onboard my feedback – suggesting additional minor variations that further improved both the customer experience, and our quoting process. In the past, I would have to call or email clients, chasing their completed forms so I could provide a quote and book the job. I even had office staff employed here who spent much of their time just following up customers who hadn’t yet sent back their forms.
Now it’s all done online, and I receive a notification with all the information I need to give an accurate quote. As a result of this and other process improvements across the business, I’m now able to fly solo – getting more done, with no distractions, and I can provide customers with quotes far quicker than before. After having other potential solutions fall through, it is a huge relief to finally have the positive outcome I’d been searching for!
