If your business is growing, there are certain ways to ensure you can deliver a consistently good service to your clients and having reliable, repeatable systems and processes is one of them.
Looking back, Emma Ewing was at an early stage in her growth but she’s convinced she’d never have achieved what she has without Capsule being implemented.
Emma has been running Big Fish Training, a specialist PR training agency, for two decades. About five years ago she met Julia and started to understand what a CRM could add to her business.
Prior to having Capsule implemented, Emma hadn’t looked at her processes in detail. Everything was in her head and although the standard of client delivery was excellent, Emma was, by her own admission, more of a ‘big picture thinker’.
Julia encouraged Emma to break down and document her processes so that she could see the common steps and how these could be automated.
With a details-focused approach, Julia’s way of thinking complemented Emma’s and Big Fish Training’s bespoke version of Capsule was born.
Big Fish Training’s Story
“I thought CRMs were about keeping track of client’s addresses” admits Emma, “so I was delighted and inspired when I realised we could create workflows with actions and prompts to help us keep up with everything the business needed.”
Emma delivers a bespoke service to each of her clients so needs to manage projects that are way more than just putting delegates through training sessions. Capsule helps plot the necessary steps to ensure every client gets the same, high-quality experience and also, importantly, enables the team at Big Fish Training to look at their workload and see where there are pinch points.
“It helps me to plan when to book clients in” explains Emma “and as a result, the business has grown hugely since we implemented it but we’ve not felt the typical weight of increased admin and pressure because Capsule has shouldered that for us. Today, it is the backbone of the business.”
Emma describes her experience of working with Julia as a ‘thank goodness’ moment.
“When I look back, I realise that if we hadn’t implemented it when we did, there is no way I’d be running the business I do. I simply couldn’t have done this without Julia and Capsule” she says.
“I now have a flourishing, self-sustaining business and Capsule is the backbone of that” explains Emma. “It helps us manage our projects from the detailed logistics through to ensuring the right outcomes are achieved. We have daily to do lists which keep everything running smoothly and there’s simply no way we’d be dealing with this volume of work without it.”
“People often shy away from getting into the detail of systems and processes” explains Julia, “which is why implementing Capsule is a win for them because they only have to do it once to capture it.
Once everything is built into Capsule, it does the thinking for you, simply reminding you of what’s needed and when. We can build in customer outcomes or touch points to ensure a high standard of delivery as well as capturing all the elements of the project in one place to save admin time.
It’s always rewarding when a business does this before they experience a growth spell because it saves them reaching a situation where customer service might suffer because they’re overloaded with work.“
“Julia understands the importance of details and also really, genuinely cares about the outcomes for her clients. This, plus her highly ethical way of working, really aligned with my own values. She found out what we needed and then made it happen.” Emma Ewing
“Often a lack of visibility makes running a growing business hard work. With Capsule, you can see clearly where you are with delivery and also track prospects, payments and customer communication. To call it the backbone of a business is a great way to describe it.” 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 on 07775 791682 or Julia.email@example.com for an initial free consultation.