Maximising internal efficiencies & optimising Acrobat Removals’ sales process

Creating a smoother sales process for a happier customer and a more effective team!

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 from stress from every stage of their customers’ experience.

Over the years they have had both internal and external marketing resourcing, and when they came to us they had a list of items they were really passionate about. The main focus was a customer 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.

THE SITUATION

From an external perspective the team really wanted to ensure a consistent approach to their marketing, that truly reflected their brand. But the first action was to ensure that once a prospective customer had made contact that their approach to quoting was streamlined.

Previously, the team had provided potential customers with a pretty standard paper-based inventory form for calculating the volume of belongings to be transported, and therefore the vehicle size, hours, and manpower required to complete the move. This was then used to create the quote.

However, they found they were losing clients because the process of printing, completing, scanning, and sending the form was cumbersome and frankly outdated. It also required manual entry into their database – putting pressure on the administrative team, and extending the time required to produce quotes.

THE SOLUTION

Using HubSpot’s sophisticated CRM & Marketing tools to improve Acrobat Removal’s quoting process

We set about finding a solution to Acrobat Removal’s quoting process challenges, through the use of our preferred CRM, Marketing and Sales software, HubSpot. As a certified HubSpot 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 Removal and its clients.

Rather than your usual contact or sales form, this complex brief called out for a highly customised set up that incorporated specific room and inventory fields, with additional sections becoming available dependent on the options selected. Luckily, our team love a challenge!

“The team delivered exactly what I wanted. We now have an online inventory form which is easy for our customers to use, automatically inputs data into our CRM, and 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 closure rate on new customers.”

Jord Petersen, Operations Manager of Acrobat Removals

The results

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.

I can’t speak highly enough of the entire team at The Marketing GP

"They took the time to understand what I needed, why, and how it would improve our processes. 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!”

Jord Petersen Operations Manager of Acrobat Removals

Looking to streamline your sales and marketing processes? Want to get more time back in your day?

Our team of HubSpot specialists are experts at solving existing challenges, identifying new opportunities to improve your sales process, and implementing cutting edge systems and tools to allow you to convert leads into clients – faster and more often.