TC Facilities Management (TCFM) had been using Workbooks to manage their CRM for more than four years, with demonstrable success. But with a big business pitch coming up, worth £10-15m, Marketing Manager, Fiona Ellingham, knew they needed an edge.
“We were already using Workbooks to manage our CRM and for our helpdesk, and it had transformed the way we could serve our customers. So we knew what it could do. But we were also aware that it could do a lot more. We’d started to use it for lead generation too, helping to deliver warm leads from specific sectors.
“This helped us to first identify and then win our latest large-scale business pitch to a major financial sector customer. Workbooks’ reporting dashboards mean we can see which companies have been engaging with our website and which areas they’ve been most engaged with. We can also see which sectors are most engaged and target our marketing activity accordingly. So by the time we initiate a call, we already know a lot about a potential customer’s requirements and interests.”
When the pitch process began in earnest, Workbooks had more facilities to offer.
Fiona Ellingham explains: “We used Workbooks’ mapping module extensively. The customer we were pitching to has more than 600 branches around the country, so we were able to put them into the system, and match that with the geolocations of our own resources to work out potential costs and identify any areas where we might need to increase our presence. We were also able to be more strategic about which sites we should focus on. And when one of the customer’s teams asked us for a map of the confirmed sites, we were able to send it to them straight away.”
Comms Management And Tracking
“When we won the contract in October 2018, we used Workbooks’ automated email facility to send out a range of internal comms, including video, to spread the good news. This led to a three times higher click rate than we’d been getting previously and helped to create a sense of celebration and excitement in the business.
“Then we were able to do an easy inventory of our workers’ payment details, right-to-work arrangements etc so that we could optimise our resources in preparation for a dramatic upsurge in our workload.
“We’ve also used Workbooks to track and report on our work for the British Heart Foundation. We committed to raise £5,000 a year for them – and we’re already 50% over that target.”
Real-Time Helpdesk Support
“Workbooks has allowed us to expand our helpdesk offering and create a service that’s completely aligned to the needs of our customers. After first trialling the system a couple of years ago, we were impressed at how it was able to log issues and provide real-time information to help staff be more efficient. The beauty with the workbooks system is that it can be configured to our precise business needs rather than having to fit our process around what the system can do.
“Having met with both our new customer as well as listening to the needs of the team, we’ve configured the system to provide the TCFM Customer Support desk with everything on one screen. This includes any ongoing activities as well as being able to see the history of the case, all in one place. The system’s been so successful we’ve now rolled it out across all our customers and used it for our recently relaunched IT helpdesk too.”
General efficiencies engendered by Workbooks, including identifying new leads and targeting their needs, helped TCFM distinguish themselves when pitching to their latest major customer. Specific efficiencies focused on the requirements for the customer such as mapping resources to the customer’s hundreds of sites around the country helped TCFM win the pitch. In addition, Workbooks has transformed their helpdesk service, greatly improving their offering to customers, and continues to assist with lead generation and CRM.
“Workbooks has already transformed our business over the last few years and we’re still exploring new things to do with it,” concludes Fiona Ellingham. “I foresee us continuing to grow with the help of Workbooks, steadily improving our CRM, HR, lead generation and service offerings. Workbooks is an enabler, and one we intend to use fully to help us make the right business decisions.”