Daily tasks to keep the business going include: scheduling clients, talking with new potential clients, volunteer work with non-profit rescues, writing after-session summary reports for clients, conducting in-home training sessions, teaching in-person group training classes. This is a lot for one person. It was my job to plan and develop automated processes to alleviate the task load.
My first step was to talk to my client about her pain points and customer journeys to determine what her specific needs were. I determined that she needed an automated system that could be quickly updated either by her or by information inputted by her customers from her website. She needed a system that would respond quickly to prospective clients and keep her on track with reminders about key follow-up tasks. I mapped out the customer’s journey through the buying process noting when the customer would contact the company and when the company needed to contact the customer.
I did extensive research to the find the best products to use that suited her needs while staying within budget. I found products that would integrate well with each other and that were user-friendly for both my client and her customers. The system I needed to develop was complex on the back end, but the front end need to work effortlessly and seamlessly for the end users. I decided to use HubSpot CRM, Campaign Monitor, Acuity Scheduling, Gravity Forms, and Google Calendar. I use Zapier as the back bone of the system to bring all of the software programs together seemlessly.
When creating the landing pages and overall workflow, I used Illustrator, Photoshop, WordPress, and Brackets for custom CSS coding. I created the system as well as workflows (sample shown right) to allow my client to visualize how the system works on the back end. On the front end, she simple provides her customers with a link to a landing page based on the needs they specify during the qualification conversation. The system takes her customers through gathering information, payment, and scheduling via the landing page. Zapier then sends the customer’s information to HubSpot CRM and Campaign Monitor which sends a welcome packet with links to complete a forms and contracts needed before their first appointment.
This purchasing system is used for 5 different dog training workshops and 3 different in-home training services. This system is also used for the contact forms and newsletter sign up forms found on the website to collect contact information for potential clients to add to marketing campaigns.