Send Handwritten, a personalised direct mail marketing company led by CEO Greg Smith, managed client data across messy spreadsheets that could not support the business as it grew. Relevate set up Zoho CRM, giving Send Handwritten cleaner data management, shared visibility between teams and the capacity to handle hundreds of clients.
THE CHALLENGE
Send Handwritten, led by CEO Greg Smith, uses personalised postal mail as a targeted marketing tool, helping clients reach hard-to-reach business decision makers. Real people handwrite the cards and the company also offers lead generation, data curation, an integrated LinkedIn concierge and marketing strategy advice, operating globally with custom wax sealed, client branded cards.
As the business grew, its basic CRM system could not keep up. Client data was tracked across spreadsheets for different categories, which Greg described as messy. “We had spreadsheets for various categories, and that was messy,” Greg said. Send Handwritten needed a system to manage client data, automate sales and improve communication, but Greg considered himself uncomfortable with technology and not a natural fit for choosing or setting up a new system.
THE SOLUTION
Greg met Relevate CEO Avon Collis at a networking event, who advised on updating Send Handwritten’s CRM systems. “Avon had a vision for what we needed and he did all the research. He suggested Zoho One as the best option from a technology point of view,” Greg said. Avon and the Relevate team worked closely with Send Handwritten in the early stages of implementation. “Avon spent a lot of time with us in the early days to set it up and get us going,” Greg said.
The Relevate team set up Zoho CRM for Send Handwritten, streamlining operations and improving the client experience. “Now data management is a lot cleaner and more controlled. Send Handwritten can now handle hundreds of clients and grow,” said Avon.
THE OUTCOME
Data management became cleaner and more controlled, giving Send Handwritten the capacity to handle hundreds of clients and continue growing. The data team and appointment setting team now work within the same system, giving each visibility into the other’s work. “The data team and the appointment setting team are in one space, they can see what each other is up to which is helpful. We’re much more efficient with Zoho CRM than we’d otherwise be,” Greg said.
Greg credited the system with preventing the kind of data loss and missed follow ups that came with the old spreadsheet process. “Zoho is helping us do more with less,” he said, noting that without it, “more stuff would get missed, data would get lost, the progress of each project would be affected and the history of what people have done with us, all that data would either be completely lost or not even collected.”
Looking ahead, Send Handwritten plans to bring in Zoho Inventory and integrate it with Zoho Projects to improve proposal, finance and payment tracking and automate accounting processes.
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