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Case Study: How My Client Increased Net Profit by 40% in ONE Year!
During 2015 Carolyne Wahlen, Gap HR had been growing increasingly frustrated and concerned that potential clients were slipping through the net as calls weren’t being returned, or followed up on, as her team of 3 were using a CRM which used a large amount of admin time and was inefficient because it was PC based. Staff who weren’t office based could only update the CRM when they were in the office.
Carolyne wanted to improve efficiencies in her business and realised that she would need a Cloud based CRM which encouraged collaborative working as multiple users could access the same information from anywhere. She also wanted a system which could cater for various different categories of contacts making it a Contact Relationship Management system rather than just a CRM used for engaging with potential customers. Carolyne wanted to build client, and business supplier, relationships by having a system which reminded her, and her team, to carry out and record actions, keep all the history (notes, email, tasks and pipeline figures) in one place so that all team members knew what was going on.
Carolyne asked for recommendations from her clients for a good CRM and as CapsuleCRM was mentioned by many she looked into it and others:
“CapsuleCRM was by far the best CRM I researched, it gave me everything I needed that was lacking in my existing CRM – and I researched a lot of CRMs! I particularly liked that I could categorise my contacts, keep on top of my client and supplier relationships, manage my pipeline and keep on top of my client work – all in one package”.
CapsuleCRM was setup and being used by her team, but Carolyne realised that she wasn’t using all of it’s functionality and that there were processes in her business which were taking too long to do every time, so she decided to look around for some professional assistance and Julia Blake was recommended to Carolyne. Julia worked closely with Carolyne and designed and created a bespoke CRM which reflected the current business model whilst taking into account grow plans and company vision.
“Working with Julia Blake is a delight, because of her incredible knowledge, and business acumen she freely and proactively shares advice and guidance which adds value to my business.”
“Julia has streamlined internal processes which were historically managed on spreadsheets, my team were reluctant to move away from this but with Julia’s encouragement, and expert guidance and handholding this reluctance has completely disappeared and all of these processes and tasks are managed on CapsuleCRM.
By streamlining these processes 4 hours of admin time per week has been reduced to 15 minutes, this freed up time is now being used on business development which has also been streamlined – the end result is a team of 6 and a 40% increase in Net Profit in one year!”
Carolyne went on to say
“I wish I had had CapsuleCRM when I stated my business 13 years ago, as I wouldn’t have lost business by not converting and staying in contact with potential clients, everything is now centrally communicated and we have a system designed by Julia which is easy, in fact a pleasure, to use”.
After Gap HR’s bespoke system was created and implemented by Julia they became a Support Package Client and as such have had support for not only CapsuleCRM but also Mailchimp, Xero and Social Media and all the links and bits in between:
“Julia’s Support Package is great, there are loads of benefits – the most valuable is that we have access to someone who knows our systems and how they all work together. If you are looking to grow your business then having a CRM is absolutely essential and if you are serious about growing your business rather than just keeping it ticking along the Support Package is a must!”
Julia Blake has been helping business owners grow their businesses 
for over 7 years and has been using CapsuleCRM as an enabler for over 6 years.
Julia helps business owners grow their businesses by helping them understand, and make the most of, what they have by enhancing processes using cost effective, (often free) time-saving tools and techniques. Julia is a huge fan of CapsuleCRM, Mailchimp, Xero, Hootsuite and Social Media and making them all work together to add value to the business.
“Investing time and energy ON your business will enable you to spend more time on the parts of your business you enjoy.”
Please do make contact if you would like to have a chat about how she can help you grow your business.
Carolyne Wahlen has been solving staff issues since 1995. She runs the successful Gap HR and Golf HR businesses. She specialises in helping small businesses deal effectively with their high maintenance employees. Keeping them 100% tribunal free!
Her book “Keeping you out of the rough” was written especially to help managers deal with HR, and has a 5* Amazon rating.
Carolyne spoke last year at t
he GCMA National Conference, BIGGA BTME, PGA The Golf Show, Golf England CMAE Level 1 Golf Club Manager Training at Warwick University, and over 6 regional GCMA meetings. In 2016 she spoke at 7 regional GCMA meetings as well as BIGGA regional meetings.
Gap HR works with over 90 businesses and golf clubs countrywide.