Financial Fitness - CRM Case Study
Managing Director
Financial Fitness Ltd
Sales of Financial Services and Insurance Products to the Fitness Industry
Business Challenge:
Financial Fitness sells financial services to the fitness industry, specifically, accountancy and insurance products to personal trainers across the UK.
Primarily Financial Fitness aims to sell its products through well-organised telesales. The telesales team consists entirely of personal trainers which obviously aids in building customer relationships and understanding their client’s requirements. However, none of the team has any previous sales training or experience using CRM software.
The management team behind Financial Fitness had accumulated a database of personal trainers in the UK which had been compiled in Microsoft Excel and consisted of over 30,000 individuals. Coupled with this, the management team often visit groups of students aiming to become personal trainers and needed a quick and easy way of transferring these student’s details to the system.
Financial Fitness like most businesses wanted to get the most out of each prospect, they have a relatively finite list of potential customers and so it’s important they know each one inside out. They needed to store a multitude of personal trainer specific data against each prospect so that everything they knew about each one would be available to the telesales team.
Using this data Financial Fitness want to build relationships with their clients and over time sell multiple products to each one.
With so many customers on complex payment plans, Financial Fitness needed a system that would help them send their invoices out like clockwork without the time consuming task of manually calculating and creating each one.
Financial Fitness needed a solution that:
- Was simple to use and understand whilst being a comprehensive CRM system
- Allow them to import data from Excel spread sheets
- Could store any data they wanted on each prospect and allow them to search on this data
- Keep a chronological record for all time of the communications they have had with each contact
- Automatically calculate and send invoices
Our Solution
Financial Fitness began using ClickHQ, it’s intuitive nature meant training the telesales team on its use was straight forward. Coupled with telephone and email support when required, Financial Fitness has a system that they find easy to use, allowing them to focus on sales.
Click Innovation imported their database of personal trainers straight into ClickHQ making it immediately available to telesales staff.
Financial Fitness now have a separate record for each contact and can store all the information they need to, including any custom fields that Financial Fitness need to store. These custom fields can then be searched to identify the most likely prospects for individual products. For example, Financial Fitness can find all the personal trainers that have over 5 years experience, live in Manchester and work from home within a few clicks. They can then use this data to send automated emails or generate call lists.
Typically with telesales, Financial Fitness is often told to call back in a set period of time to better suit the prospect. This might be a week, 2 weeks or even 6 months, using the scheduled communications in ClickHQ Financial Fitness can store this information and be automatically reminded when that call is ready to be made. Before making the scheduled call the telesales team can see all the historic information gathered on that prospect, helping them portray a well organised and considerate image.
Financial Fitness store all their prospective and closed orders on the system, once finalised they can begin invoicing the client. ClickHQ’s compressive invoicing platform allows Financial Fitness to send their invoices in a structure that suits them, whether its weekly, monthly or yearly, in advance or in arrears.
ClickHQ automatically prepares PDF invoices to be sent to their clients via email or to be printed and posted. Not only is every invoice accurate and on time, the information is recorded, along with any payments the company receives and exported directly to Sage for use by their accountant. This allows the Financial Fitness management team to see key financial information from within ClickHQ including customer account ledgers, pending invoices, overdue invoices and more without needing access to Sage.
ClickHQ is entirely permissions based, meaning the Financial Fitness management team can restrict access to sensitive accounts information to any telesales staff.
