Case Study

Case Study: How Automation Saved One Client a Full Week Each Month

Case Study: How Automation Saved One Client a Full Week Each Month 900 600 WildFigAdmin

How would you like to save 40 hours a month? That’s like getting an entire week per month to work on the things that are important to you!! For one client of ours, we were able to do just that by automating their new client onboarding process, saving them hundreds of hours a year in follow up, notifications and reminders, giving them more time to focus on their clients and services! Using Ontraport, with it’s strong automation capabilities and new campaign tools, we were able to help this client make it all happen. Let me break it down into areas to explain:

Starting Point

First, there is an automatic reply for email inquiries that directs prospects to a landing page (web page) to schedule an introductory meeting. This page is built and hosted in Ontraport and is promoted through social media and other channels as well. It collects some basic information in a form, and allows the potential client to pick a meeting time from the available time slots. The meeting calendar is integrated with Zapier using Calendly to talk with MS Office 365 calendar (or could work with another calendar app). The meeting slots are predefined in length and day/time our client is available.

A Little Intervention

Now, the flow of things… If someone clicks on the link but never schedules an appointment, the system will send a reminder email. If this email still does not get them to schedule an appointment, we create a task to have someone call the prospect directly. Once we have an appointment, we create a task for the introductory phone call with the prospect. Once the call occurs we can have multiple outcomes. For example: “Successful Call”, “Not a good fit for business” or “call didn’t occur”, etc… For each outcome, we can take different actions. In this case, let’s assume we had a successful call and the task is marked as complete.

Down Payment Process

Since the call happened and a down payment is required, we need to send an agreement and collect a down payment. The agreement document is handled through a Webmerge integration to Docusign. The Webmerge integration pulls the data from Ontraport and places it into the Docusign document for delivery and signature. We use a custom field to keep the down payment editable – this allows for different sized clients/down payment amounts. When the document goes out, we create another task to watch for payment and Docusign to be returned. Payment for most of our clients is done through a link and hosted inside of the Ontraport process. For now, we will invoice in contract and await the payment. Once the Docusign document is returned, we can mark it complete and the system will now create a task for the larger design and final proposal!

Contract Madness Made Simple

Final Proposal – There may be multiple versions of the proposal so we build this into the automated process. By using task outcomes – we can create a loop in the Ontraport campaign of “signed and accepted” or “new contract needed”. We can run through this until we get acceptance. To automate the contracts, we use multiple custom fields to support variable length statements of work. We started with 10 for this client. This allows them to have some contracts with 2 or 3 deliverables and others with up to ten or even more! The Webmerge process allows for a create and merge “if exists” feature – so you don’t end up with multiple blank lines on the contract.

Closure

Once the final proposal is accepted, the final task is closed and the client moves into ‘normal’ alerting emails. 30 days before their event, they get a notification about final changes and two weeks before their event, we remind them of any other last minute items. After their event, they receive a thank you card for doing business together.

Move to Marketing

Upon completion of their event, we move them into a nurturing sequence, where they are sent a 6 month reminder of our thanks for doing business and ask for a referral of more potential clients like you! We may or may not perform more of these and finally, move them into our general marketing newsletter, blog reminder, or other regular client communications.

Ready to get 10-30% of your month back?

Think about how many steps are in your business processes. Think about the areas in your business where you are performing steps that are duplicatable and repeatable. At Wild Fig Marketing, we specialize in helping you document your processes, finding areas where automation will save you the most time and money, and implementing these systems using Ontraport and other integrations for flexibility. Sign up for a free 15 minute call today by visiting:

http://automatemybusiness.wildfigmarketing.com

 

Send me an email at kevin@wildfigmarketing.com with questions about how you can start saving time and get back to doing what is important!!

Taking the Patient Experience from “Ow!” to “Wow!”: An Automagic Case Study

Taking the Patient Experience from “Ow!” to “Wow!”: An Automagic Case Study 900 600 WildFigAdmin

We all love earning new business. When a new patient entrusts their health to a new health care provider, it’s particularly exciting. That’s what Wild Fig Marketing discovered when we worked with a local chiropractic clinic. With a staff of 25, the clinic had a lot opportunities to make sure its patient onboarding system crossed its “t”s and dotted its “i”s. But there was a lot of opportunity for details to slip through the cracks. It was time for some automagic!

An Automated, On-boarding Campaign Designed to Turn “Ow!” to “Wow!”

After a comprehensive consultation with the clinic, we uncovered several opportunities for the clinic to stay in touch with new patients and even cross-sell products and programs that would help patients improve their health. We built an automated, new patient on-boarding campaign that began with a simple online form the clinic’s front desk staff would complete when a new patient booked an appointment. Once they filled out the form and clicked submit, the following sequence would automagically begin:

  1. Immediately: Welcome email sent to the patient with a personalized note from the doctor they’d be seeing along with an appointment reminder, a map to the office, and links to forms to complete along with instructions.
  2. 1 Week after Appointment: Follow-up email sent after the patient’s first appointment that addresses expectations and communicates the keys to a successful treatment plan.
  3. 5 Weeks after First Appointment:  After 6 weeks of treatment, patients typically start feeling better and their visits become sporadic. To curb this behavior, the sequence sends an email 5 weeks after treatment that addresses the benefits of completing the program. It includes testimonials from other patients who did not complete their program and had to start their treatment program all over again taking them longer to heal.
  4. 8 Weeks after First Appointment: This follow-up email features the clinic’s other programs and products that can assist patients in living healthier lives.
  5. 12 Weeks after FIrst Appointment: This email includes  a built-in survey to help improve patient retention.  If the survey is positive, the clinic asks the patient to post a review online. If the survey is not positive, the clinic is notified via email so they can follow-up personally.

This campaign has become a powerful patient retention tool for the clinic.  The system could be applied to many different industries, from chiropractic clinics to accounting firms. If you’d like to explore how a campaign like this could improve your customer retention, please contact us!

Case Study: The Runaway Bride

Case Study: The Runaway Bride 900 601 KariSwitala

Meet Glenn and his team at The Gardens of Castle Rock, located in beautiful Castle Rock Township, Minnesota. The Gardens of Castle Rock is an amazing outdoor wedding and reception venue with breathtaking display gardens and beautiful landscaping. Glenn built The Gardens from the ground up in 2014 and business has been growing rapidly ever since.

Glenn called us because he wanted to find a way to automate some of his processes. Because he is so focused on creating an AMAZING experience for every couple he works with, he wanted to ensure his onboarding process was up to par. One thing Glenn noticed that as his business grew, he found it harder and harder to keep on top of all of the reminders he needed to send to new couples after they booked with him. This is where we come into play!

The average booking for a wedding venue is done at least 12 to 18 months in advance. Once a new couple books, The Gardens needed to send multiple reminders to the couple to collect their deposit, apply for permits, secure a caterer, and much more.

All in all, Glenn needs to send approximately 15 emails over the course of a year, which is why Glenn called us! Handling all of these emails wasn’t too hard when Glenn was doing 3 to 4 weddings a year, but now he books more than 40 weddings a year. He and his team need to send more than 600 email reminders per year, not to mention all of the other tasks associated with each wedding.

Here’s how Wild Fig Marketing helped Glenn and his team saved hundreds of hours of staff time each year while creating an amazing experience for every bride..

  1. We met with Glenn and his team and identified the important reminders that needed to be sent out, with a timeframe for each reminder.
  2. We created all 15 emails and built a simple process for Glenn and his team to follow every time they booked a new wedding. All they had to do was click a link, enter the bride and groom’s names, email addresses,  and their wedding date and voila . . ., the sequence would start based on the date of the couple’s wedding. Each couple receives customized content with dates that automatically match their wedding date!

The sequence includes important reminders for both couples and The Gardens staff. The 15-email sequence also listed important follow-up tasks for The Gardens staff to complete after the wedding was over.

The end result: Glenn and his team have saved countless staff hours trying to manage this lengthy process, and they have enhanced each couple’s experience with this simple yet effective sequence.

But that’s not the end of the story. We have built other sequences for Glenn (with many more ideas in the works) to help with generating prospects and booking wedding venue tours too. Stay tuned for upcoming blog posts on Glenn and The Gardens!

Is your new customer onboarding process helping or hindering your business? Call us at 612-298-3487 to learn the many different ways we can help your business maximize efficiency and save time!

Here is a testimonial from Glenn himself on how automation has helped their venue to be more effective while providing an amazing experience for their clients.

“I was a little apprehensive at first with email automation. I didn’t want to bombard Garden couple’s email inboxes with junk mail and most importantly I wanted maintain a personable relationship with the couples.  Kari and the Wild Fig team have done an awesome job crafting an individual campaign tailored to meet our needs. The automation has been a huge time saver.  One of the keys to success with the automation is the ease of use.  Upon completing a sale, it only takes a few minutes to enter the couples information and we’re on track to deliver an exceptional wedding day experience.  The emails are personalized and targeted at the perfect time to assist in the planning process making the whole wedding less stressful. Big win!  More proof, we have nearly a 100% open rate with our booked couples with the requested action taken. So not only is the automation helping our staff be more effective, it’s helping our couples have a less stressful, more enjoyable wedding day. ”
– Glenn Switzer, Gardens of Castle Rock, Owner

 

Case Study: Closing More Sales in Less Time

Case Study: Closing More Sales in Less Time 900 599 Kari Switala

Being in the construction industry, especially in the state of Minnesota is challenging, because many contractors get the bulk of their bids during their busiest season. One of my clients recently came to me because he was frustrated with his sales process (or lack thereof) and his closing ratio (1 out of 30). As a small business owner, he was strapped for time and needed a better solution.

Results:  Together we developed an automated email follow-up campaign that would help him keep track of his prospects, shorten his sales cycle and help him close more sales too.  We did this by creating a 7-day campaign, which started off with a thank you email. The second email communication included an article on how to hire the right contractor. The last email thanked the prospect for the opportunity to provide them with a quote and indicated that my client would be calling them to follow up in the next day or two. The key piece with these campaigns is when the campaign is complete it triggers an email reminder to my client to call the prospect!

Case Study: Too Many Prospects too Little Time

Case Study: Too Many Prospects too Little Time 900 600 Kari Switala

One of my clients came to me because she realized she was probably leaving money on the table by not staying in touch with her clients and prospects on a regular basis. As a health insurance broker she has a lot of contacts, clients and prospects, about 2500 to be exact. How does she stay in touch with them so if they need her services they think of her?

 

Solution: E-Newsletter – inexpensive and cost-effective

 

Results: After just one e-newsletter she had more business than she could handle. She made arrangements in her calendar to accommodate 3-4 days for prospect follow-up after each newsletter goes out. The end result is not only is she generating new and repeat business she is also helping to educate her clients too. A win-win solution!

Case Study: Filling Your Pipeline

Case Study: Filling Your Pipeline 900 597 brianjohnson

Generating a steady flow of referrals can be challenging, especially with all of the new technologies/social media channels out there. Still to this day, one of the best ways to fill your pipeline is by giving first and not asking for anything in return. The Law of Reciprocity! A client of mine recently implemented this strategy in his business.

 

Solution: Free seminar—cost-effective and increases credibility/awareness

 

Results: Together we identified his two main prospects. With the prospects identified, he was able to reach out to a few and ask what challenges they were currently facing in their business. Low and behold, MARKETING was at the top of their list, fortunately for me.

 

I created a seminar geared specifically to his prospects and their needs. We put together all of the marketing materials and noted my client as the sponsor. We then marketed the event to his prospects and generated quite a return. At the event, he not only had an opportunity to network with those prospects, he was also able to introduce the event and his company and close the seminar too. To top it off he held a happy hour/networking event afterwards. The result was a lot of new prospects and an initial step towards building a relationship with these prospects.