There are, of course, many CRM systems to choose from but there are not many that match Capsule as a bespoke CRM to fit your business perfectly.
Laurence Kelly is co-founder of boutique R&D tax firm, THIS R&D, and knew he needed robust business processes to be able to scale the business and meet the strict regulations that come with working in the financial sector.
Business Boost / Business Builder / Business Mastery / Sales Pipeline Management / Product Boost / CRM for success
The Challenge
Laurence is proud of the hands-on approach taken by THIS R&D. He’s keen to show clients that working with them puts them one step ahead when it comes to their R&D tax needs and, as a result, the customer journey is incredibly important to them. Several members of THIS R&D’s team can use Capsule on the same account, providing consistency along with up-to-date information, both of which are key to ensuring every client receives the seamless, high-quality attention to detail that the firm is known for.
This, of course, is something that can suffer as firms grow. Laurence recognised early that they needed a truly centralised system which could help across sales, compliance, and client relationships.
In particular, Laurence wanted a tool that could help him get on top of his pipeline, understand his numbers better and play around with scenarios and forecasts. He sees this as the difference between just growing his business and truly scaling it for future success.
The Approach
Julia worked closely with Laurence to understand the nuances of his business and work out exactly how Capsule could add the most value. She helped THIS R&D create a system that demonstrates to clients that their account is always front of mind.
Julia knew that Capsule’s excellent pipeline visibility would facilitate this and she created efficiency for the business by showing them how the highly visual Pipeline screens within Capsule could help them plan ahead and identify potential pinch points with regard to resource and deadlines. Now, the team can offer proactive, efficient advice on what work is needed and plan this in advance by using and analysing their pipeline information.
THIS R&D’s Story
“THIS R&D is here to help our existing and prospective clients recoup their expenditure in Research & Development (R&D) projects alongside other specialist tax advisory services” explains Laurence. “R&D tax relief effectively allows UK companies to reclaim between a quarter and a third of their expenditure in projects seeking the resolution of technological uncertainties. It is absolutely essential to capture eligible R&D costs and to track qualifying activities. It limits the economic risk of businesses and positively encourages innovation. Of course, many R&D projects eventually produce a patented invention. This is why a clear visibility of our client base is so valuable in Capsule. Fundamentally, it allows us to provide strategy advice at the time it is most needed. After all, once a company is granted a patent, it will also qualify for patent box tax relief, another area that we specialise in. In short, a cross-pollination of our services is now occurring through the bespoke automation that Julia has created for us. This is exactly what we wanted because we truly enjoy being hands on with our clients. Equally, it’s a real bonus that Capsule also helps keep us on track with the other aspects of running the business, such as compliance that we are accountable for internally.”
As a result of working with Julia, THIS R&D has seen some tangible benefits:
- Any member of the team can interact with a client, even if they didn’t do the most recent piece of work for them. Capsule keeps track in sufficient detail to allow this seamless way of working
- All our clients have different year ends, which means our work ebbs and flows accordingly. It’s critical that we can plan our activity during busy times and schedule more ‘back office’ activities when times are quieter
- The ability to track data – including what we expect their claim to be versus what it eventually calculates as – is invaluable
Julia’s Solution
“It’s all too easy for a business to have a CRM that’s capable of so much but for it to be used as a glorified contacts database. I have really enjoyed working with Laurence and the team at THIS R&D because they are so attuned to the data within their business and the value it can deliver if it is tracked and used for analysis.
Capsule has the power to really add value in this respect.
Additionally, when it comes to managing data, Capsule can store everything from notes to emails and documents which means everything you need is easy to find. This is particularly important in a regulated industry such as taxation.”
“The additional benefit of Capsule is that it supports our partnership program. The partners we have onboarded since using it have been really impressed by our ability to track and log their referrals. My partners and I are so grateful to Julia. After all, she created the whole thing!”
Laurence Kelly
“Capsule is powerful in reminding business owners that relationships are key. From following up to referring, I know THIS R&D have found all interactions easier to track since we implemented their CRM.”
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 consultant or other service-focused business owner ambitious for growth, contact Julia on 01635 592020 or Julia.blake@blakeconsultants.co.uk for an initial free consultation.