Mari Milsom – Client Success Story

By far the best approach to using a CRM system is to implement it at an early stage in your business growth journey. Often, we let our data become unwieldy or our leads get lost before we realise we need a process to capture everything.

Capsule is excellent at providing a safe pair of hands for everything within your business. It helps you to remember tasks, reminds you to nurture your clients and lets you know the next step in guiding prospects through your pipeline.

The work we did with HR Biscuit was an excellent example of how it pays off to plan ahead when it comes to systems and processes.

The Challenge

HR Biscuit is four years old and founder Mari Milsom is diversifying. Her passion for making recruitment easier and more accessible to SMEs, coupled with a drive to address diversity and inclusion, has led to the development of the Coactive Assessment® brand. This disruptive approach, methodology and assessment technology offers a recruitment assessment platform for smaller firms to licence, and as a result Mari is expecting a significant increase in clients and connections.

As is often the case for startup businesses, Mari has been using a combination of emails, handwritten notes and her memory when it comes to keeping track of prospects and connections but recognised that this was no longer a viable option as the business grows.

We worked with Mari to help her understand the role that Capsule CRM could play in her business, both now and in the future.

The Approach

As part of our discussions during the project, Julia was able to share advice and best practice on using Capsule to put some process into the business as a whole. For example, by using Tracks to set out a series of actions, a repeatable process is captured and ensures a consistent experience for all clients or leads. 

As well as making it easier for Mari and her team to access and use their data, implementing Capsule will bring structure to the way she runs the business. Part of the initial work to set up the system involved tagging all Mari’s contacts. By deciding whether individuals were existing clients, potential clients, or even contacts who could become prospects at a later date, Mari found that she was gaining more and more clarity around the data she held.

Part of Mari’s growth plan is to create a more sustainable business model and so we incorporated this deliverable into our CRM project as well.

Engage Accountancy’s Story

With growth comes the inevitable increase in volume of everything from clients to data held and tasks that need to be delivered on a daily basis.

Mari was clear that she needed to manage her clients more effectively and to control the direction of the business as it grew. But she had no previous experience of CRM systems.

“I was so impressed by the level of detail we went into when Julia was initially discussing our project with us” says Mari, “she really got to grips with the detail of our business and worked hard to understand our challenges. It was an incredibly useful process for us too as it’s rare to get the time and the right prompts to examine the way you do business.

Julia is a very logical thinker and, along with her own experience of building a business, this meant she could create a system that works perfectly for us. She took time to understand the priorities of the business and then reflect them in the design of our CRM. Even the tiny details, like having our logo on the system, have made an impact on us.”

HR Biscuit’s CRM has only been up and running for three months but, already, benefits are evident including:

  • A fully visible pipeline where previously there was none
  • A significantly more professional approach to the business and dealing with clients
  • A consistent approach to repetitive tasks which saves time and resources
  • A clearer view of all contacts, not just clients and prospects
  • A clear plan for a future onboarding process, with Capsule at the heart of the future of the business 

“We’re really excited about the future of the business and our ability to manage the growth by tracking all our software licences” says Mari, “when you’re in the middle of growing a business, it’s so powerful to have someone like Julia advising on the best way to use Capsule. She became a part of our team for the duration of the project and simply took all the heavy lifting from us. Her user training was excellent, and we have a recording of it so we can always refer to it and share it with new starters. Our Capsule CRM is exactly what we needed; built to suit our business, and we’ve not had to worry about any of the implementation because Julia has made it so simple.”

Julia’s Solution

 “It’s so important for business owners to be future-focused, especially when they have known growth plans and targets. I love it when I hear a business owner sigh with relief that they can stop using their paper notes and start really leaning into a system that holds their best ideas and enables them to deliver a consistently excellent service to their clients.

Capsule encourages you to think in a more process-friendly way so it brings its own elements of sustainability to your business and, used properly, it will capture everyone involved in your business from suppliers and clients to people you meet when networking who may one day be a collaborator or lead. ” 

 By working with Julia, we had the important advantage of knowing where to start with Capsule. When you’re trying to scale your business, working with an expert is powerful and Julia’s extensive knowledge of CRMs meant we could achieve the best design for our business.

Mari Milsom

Knowing when to invest in your business by implementing a CRM system is an important decision for any SME, but it’s one that definitely pays off if made earlier rather than later. It’s a lot easier for your business data to grow within a defined framework than it is to sort through messy and incomplete records. It’s exciting to work with businesses, like HR Biscuit, who have clear growth plans, and to be building something that will help them to achieve these.

Julia Blake

How could Blake Consultants help you?

 If you run a small to medium sized business and would like future growth and success, here’s how Blake Consultants can help:

1. Experiencing overwhelm? We will reduce your workload and increase your revenue by making you more efficient;

2. Experiencing high success?  We’ll set up your business to enable you to cope with high levels of delivery and have time to plan and grow;

3. Reached a growth milestone? Our CRM solution will enable you to recruit and maintain consistency of approach;

4. Struggling to convert opportunities? We will help you find the time to nurture your business and segment your activities and messaging;

5. Forward thinker? As a very early start-up who recognises you need a business structure to grow in to, we should be your first stop.

If you’re a coach, consultant or other service-focused business owner, ambitious for growth, contact Julia for an initial free consultation.


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