Implementation of Capsule CRM to improve sales

The client

My client ran a pensions service consultancy, providing specialised services to trustee boards of pension schemes.

The problems or issues

• The owner ran the business largely by himself with some limited support.

• He had to juggle marketing, sales, enquiries whilst also providing complex advice and support to clients.

• He was struggling to devote enough time to get new clients.

• His sales process was fragmented and inconsistent, so he wasn't following up on his leads in a timely manner.

• He was hoping to be able to be in a position to sell the business but had little in the way of a documented set of processes and systems.

• As he was the main person running the business, the potential for growth was limited.

  
  

The diagnosis

• We started with a full assessment of the business.

• We developed the vision and plan for the future including sales targets.

• We looked at what resources were needed for the business to grow.

• We looked at the marketing activities to see what was working/needed work.

  
  

The solution – implement Capsule CRM

• We worked together, meeting monthly to review progress and plan.

• This planning cycle kept him focused.

• We rewrote the website and created a sales brochure.

• We mapped all the key processes for the business, particularly around the sales process.

• Once the sales processes had been documented, he hired a VA (sourced by me) to help manage his pipeline and deal with time-consuming administrative tasks.

• We implemented Capsule CRM.

  
  

Capsule CRM implementation

• We mapped out the sales activities and processes that were to be contained in Capsule.

• We identified the changes to be made to the system (data, fields).

• Identified the tracks or processes that needed to be followed to ensure a consistent sales process.

• In conjunction with the VA, the sales process was refined and built into the system.

  
  

The outcome

• The business was systemised.

• Consistent ways of working were embedded, particularly around the sales process.

• Sales leads and follow-ups were managed more effectively.

• The business grew as he took on new clients.

• Development of processes and a proposal pack resulted in a key client win.

• The business was sold allowing the owner to step back and pursue other activities.