“DevTac tech was very knowledgeable with all the questions we gave them. They helped us organize also our thoughts and guided us with the outcome. They are quite organized with scheduling and time keeping and are very professional towards their customers.”
-Bianca Donato Tay, CEO, Pinoy Box Delivery
Challenges
Pinoy Box Delivery, a company facing various challenges, grappled with issues surrounding customer engagement, customer care, and email automation. The team encountered difficulties in effectively connecting with their subscriber base, ensuring optimal customer support, and streamlining email processes. Operating as a compact team, the company found themselves grappling with the inefficiency of manual tasks, diverting valuable time away from strategic endeavors due to the necessity of handling repetitive responsibilities.
Solution
Devtac successfully addressed the challenges faced by Pinoy Box Delivery by implementing a comprehensive solution using Zoho Desk, Zoho One, Zoho CRM, and Zoho Campaigns. To enhance customer engagement, a 120-day email workflow was devised, encouraging new customers to explore the services offered within their initial subscription period. Leveraging lead scores facilitated the identification of high-potential subscribers who had yet to make a purchase. The incorporation of a deals pipeline improved the management of numerous inquiries, ensuring that no deal was overlooked, and fostering confidence in the team’s ability to consistently follow up or re-engage with customers. Additionally, the implementation provided insights into the customer lifetime value, allowing for a better understanding of the significance of each customer to the company.
Outcome
The implemented solutions led to significant positive outcomes for Pinoy Box Delivery. By leveraging the capabilities of Zoho CRM and Zoho Campaigns, the company now possesses a deeper understanding of its customers, including their customer lifetime value. This insight has enabled the establishment of a tailored loyalty program designed to enhance customer retention. The utilization of lead scores has become more effective, allowing the team to engage more efficiently with high-scoring leads. Recognizing the prolonged sales cycle, the company has prioritized consistent communication with registered subscribers, even those not yet ready to make a purchase.
Notably, reaching out to customers with high lead scores but zero purchases resulted in substantial engagement and inquiries. While actual sales haven’t materialized yet, the company recognizes the importance of maintaining communication given the extended sales cycle.
The integration of CRM and the deals pipeline has proven instrumental in preventing missed opportunities. Pinoy Box Delivery now efficiently manages deals and inquiries, ensuring a proactive approach to customer engagement and sales. Overall, these outcomes reflect a successful transformation in customer relations and sales strategies for the company.
