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Customer Case Studies
Prestige Business Management
Who’s the client?
Prestige Business Management is a chartered accounting firm that looks after commercial businesses and consumers. Working with big businesses, start-ups and individuals, they were looking for a solution that could be very flexible and help them avoid the usual chaos before the January tax return deadline.
What was the problem?
Thanks to the diversity of their customer base, every job is very different, and Prestige had spent years trying to muck together a CRM that could account for all their clients’ individual quirks and nuances. Thing is, the CRM was centred around individual contacts rather than companies, and it couldn’t quite hack it, which meant processes weren’t smooth and automation didn’t really happen. Really, they needed a system that could send clients automated reminders and communication based on their situation and HMRC filing requirements – and avoid confusion if one individual owned multiple companies.
What did we do?
We created a Macanta system that centres around companies rather than contacts, and which is complete with full mapping of all accounting information (which is a legal requirement in the UK). Users can create individual flows for each company according to HMRC’s defined processes, to account for the various unique deadlines and requirements.
All processes start with the company itself, under which the various contacts are listed according to their job roles. There’s an “individual information” data object for each contact too, so personal tax returns can be managed via an automated processes within the same company.
Why did it work?
Users can now manage multiple businesses according to their own unique processes, even if they’re all owned by one individual customer. All reminders for tax returns and quarterly VAT returns are now automated, including information requests to clients and confirmation that information has been received and payments made to HMRC.
Prestige’s clients feel more confident as a result, and Prestige save a lot of time chasing their customers for information! They’re no longer overlapping any processes where one individual has multiple companies. And they’ll avoid the usual chaos before the January tax return deadline as the system gathers information from clients throughout the entire year.
JDH Reports
Who’s the client?
JDH Reports are a small team of solicitors who manage and process financial claims for their clients. Thing is, their workload is massive, and that was proving difficult for such a small team to handle without an adequate process management system.
What was the problem?
There could be any number of contacts for each unique case, and JDH Reports wanted to manage them all in one place. They were wasting a lot of time on admin and ideally needed a system that would automatically assign solicitors or report providers for each case. They also wanted to bring more automation into their processes and communications to cut out human error and save more time.
What did we do?
We created a system that centres around cases rather than contacts, so that JDH Reports could manage multiple related contacts within each case. We made a customisable system that allows team members to detail case-specific data requirements, which are then reflected in the interface.
Whenever a new case is sent from a third-party platform, it’s auto-assigned to a solicitor and automated communication begins. An internal file handler and external report provider is automatically associated with the case, with automated requests for extra information made and notifications received whenever documents are uploaded. The system automatically calculates fees and generates invoices to clients too.
Why did it work?
Macanta’s REST API makes for super slick integration with the third-party software platform where enquiries are made. The JDH team now enjoy a simple access dashboard where they can view reporting of all cases, at any stage of the process. The team’s become more productive with fewer errors made, as they can now rely on automated notifications to prompt them to complete tasks. The system cuts out around 54 hours of manual data entry per week, and JDH Reports were relieved not to have to invest time or cost in custom coding from scratch to get the bespoke system they wanted!
Solicitor Network
Who’s the client?
Solicitor Network is a UK group of solicitors who specialise in employment law.
When a potential client calls about a new case, a qualified solicitor makes an assessment before passing the case to the best-placed professional in the network. The network uses three different brands to take cases, so their process management needs are fairly complex.
What was the problem?
Hundreds of hours were being wasted every month on manual data entry in an antiquated system that didn’t allow for automated processes for multiple contacts per case. With so many solicitors based all around the country, they needed a simple, central system that could be rolled out across the network. They also needed a way of keeping sensitive information accessible only to one solicitor.
What did we do?
We created a central system that could manage extensive, complex data by focusing on cases rather than contacts. Now, every time a new enquiry arrives via any of the three branded websites, a new case and client contact is automatically created in the Macanta system and the client receives an automated email.
Various team members are automatically given responsibility for the case according to their role and tasks are created, with the case automatically assigned via round robin to the next solicitor. The solicitor can accept or decline the case, and either action will trigger appropriate automation or reassignment.
Why did it work?
Users can now configure the data set to match their needs rather than trying to shoehorn their business into the old system, and they can control automation as far as they want too. Access for each solicitor is now restricted to their own cases, to help maintain privacy. And now that all the information for every case is in one place, the automation engine is performing more than 2,800 tasks every week, saving around 120 hours of manual data entry and admin. Time and money are being saved every day, and the network’s become much slicker too.
White Rose Garages
Who’s the client?
White Rose Garages run two servicing and MOT test centres in the South East, and they’ve been in the game a long time – since 1952 in fact. Things have changed in that time, and they needed a process management system to reflect that.
What was the problem?
They were missing out on repeat business as they didn’t have a defined way to keep track of MOT due dates. They needed a super-simple system that would allow them to manage services and send reminders to customers, and which wouldn’t involve multiple data entry between their workshop management software and Macanta.
What did we do?
We created a system that configures every different vehicle as a discreet data object so each one drives its own automation independently.
Macanta imports vehicle data from the workshop management software daily (which means data never gets confused or entered twice). It then scans the data for vehicles with an expired service or MOT in the coming 6 weeks. Wherever no future appointment has been booked, Macanta automatically generates a call task plus direct mail follow up. And when a booking is made, the vehicle is updated in Macanta and removed from the follow-up process.
Why did it work?
White Rose Garages now enjoy more repeat business and less time wasted on admin. The various due dates (MOTs, servicing, and even things like tyres and brake pads too) are now managed automatically – even if one customer has multiple vehicles. Customer reminders happen consistently and follow-up task notifications for staff appear automatically too. Users can even exclude fleet vehicles from the process if they want to, at the click of a button. Staff have more time to spend fixing cars and customers avoid expired MOTs. Smiles all round.
Manchester Electricians
Who’s the client?
Manchester Electricians might be based in Manchester but they’ve got national contracts and electrical engineers working across the whole of the UK. They’re used to managing multiple projects and properties for their clients and have historically been using TCardsOnline for project management.
What was the problem?
Manchester Electricians manage a huge number of jobs and have many clients that require several different tasks completing at different properties. They were sick of having to enter data into multiple systems and wanted to avoid the confusion that inevitably arose as a result of repeated data entry by office staff and engineers. They needed a fully automated system that could be integrated with TCardsOnline so their engineers could continue using the system they were used to, and which would provide a single point of reference for client records and project information.
What did we do?
We put together a Macanta system that centres around projects rather than clients. New enquiries are automatically created as projects and assigned a unique job number. This process automatically creates a project in TCardsOnline so that it can be assigned and scheduled with an engineer. Any record changes made by office staff or engineers are automatically updated in both Macanta and TCardsOnline for complete consistency, no matter what stage of the automated process the job is currently at.
Why did it work?
The seamless 2-way integration with TCardsOnline means that the engineers haven’t had to learn a new system. Multiple projects for one single client can now be managed within the CRM, and automations happen according to the stage of the project, rather than in response to client details. Thanks to the flexibility of Macanta’s interface and data sets configurations, matches can be found for any project information within TCardsOnline, so there’s zero need for work-arounds or hacks. The new system performs 6,800+ automated tasks per week, saving the business 110 hours of data entry and management every seven days!
Eagle Relocations
Who’s the client?
Eagle Relocations is an international relocation specialist with a busy sales team. They receive leads from lots of different brokers and comparison websites every day so have plenty of clients to deal with and lots of relationships to manage.
What was the problem?
On the old system, there was too much confusion and duplication of data between the sales team and the brokers and comparison websites. Data entry was being done manually and taking up too much of the sales team’s time and energy. Realistically, they needed a CRM with a super simple interface, one that could be integrated with their WebChat platform, their brokers’ websites and the price comparison sites that were generating leads for them.
What did we do?
We created a Macanta system that uses REST API and Zapier integrations for seamless data flow from third party websites. Leads generated on other websites automatically feed through to the CRM as an “opportunity”, and then to the relocation management platform via Webhook Actions, meaning there’s no need to manually transfer information between the different systems.
Every new lead now automatically creates a contact in Macanta and assigns it to a sales agent. That agent then receives automatically generated tasks and notes to prompt them to keep the lead conversion process moving. The system schedules calls and video surveys via an online diary, and any booking details are updated within the opportunity data. Once the opportunity moves into the relocation management platform, it’s removed from the agent’s workflow.
Why did it work?
By switching from manual to automated processes, Eagle Relocations have cut out the potential for human error and stopped duplicating work entering new lead data. They’re saving around 28 hours of manual data entry every week, and they’ve now got a system that can be quickly and easily amended to keep up with the business’s progressions and developing sales processes.
