ALCUMUS COGNIBOX FACES LABOR SHORTAGE WITH HUBSPOT CRM AND AUXILIO GUIDANCE

One of the great challenges for many companies today is breaking down silos. Alcumus Cognibox was no exception to this reality. Indeed, important silos between the different teams existed. This led to difficulties in accessing information held by other departments. A big question arise: how to connect people and departments?

For example, the Marketing department had difficulty accessing data from other departments to run efficient upselling and cross-selling campaigns.

The Customer Service department suffered from the lack of a clear view on the performance of its team. This had a negative impact on the company and its customers:

1. Lack of communication to the customer about these "open" requests and their evolutions.
2. Lack of standardization of responses and processes.
3. Lack of visibility on the history of customer requests.

The goal was to bring all departments together on a single platform to finally have a complete view of the performance of the various sales, marketing and customer service departments, as well as the tracking of their customers' life cycle.

Some convincing results:

For example, for the Customer Service department, managing all processes in one place increases visibility on the time needed to manage customer requests and validate qualification files. This allows for a better calculation of the number of resources needed thanks to relevant indicators such as

• the response time to meet the service level agreement (SLA);
• the number of tickets;
• centralization of requests in one place.

Alcumus Cognibox's rapid growth brought many challenges. Indeed, this growth amplified the time and effort spent on manual daily tasks that provided little added value.

Some amazing examples:

At the Inside Sales level, the number of calls and follow-ups was far too high, especially when processing "small" $100 sales. These "small" accounts are an integral part of the Alcumus Cognibox business model. You can't say no to them!  They have to be treated as well as the "big accounts". Many of the follow-up calls were of little value to the company, the prospects, and the customers.  

It is essential to accompany all prospects through the customer journey and reduce friction. As you can imagine, it is easy to lose track of all the "small" customers. For example, Alcumus Cognibox was receiving a huge number of customer service calls. It was becoming difficult to monitor and analyze each request.

How to improve sales tracking and customer service to reduce the 22% customer attrition rate? How do you effectively manage the onboarding of new customers, provide them with an outstanding customer experience and turn them into ambassadors of the Alcumus Cognibox brand?

HubSpot allows you to automate as many processes as possible, from ticket management to deals and marketing emails. In a nutshell, HubSpot accompanies in its growth by increasing revenues and profits, while avoiding hiring more employees.

The results:

1. By automating follow-ups in lead generation, onboarding, and renewing their customers Alcumus Cognibox has eliminated friction, processed requests quickly, standardized processes, and improved quality. Alcumus Cognibox has seen its churn rate drop from 22% to just 9%. This major reduction in churn generates $1M more revenue year after year!
2. Despite the enormous volume of new leads and support requests from customers, Alcumus Cognibox is now able to process them all, reduce the time required to process requests, and eliminate errors while minimizing the impact on the workload of our teams: both salespeople and agents. A significant advantage in the context of labor shortage. Alcumus Cognibox has seen its revenues increase by $100,000 on small $100 transactions in 4 months, without any intervention on their part! In short, this process is fully automated. More revenue, at no additional cost.

Labor shortages have been a part of Alcumus Cognibox' daily life even before the worldwide shortage. Indeed, a large part of Alcumus Cognibox's workforce is made up of inside sales and customer support agents who work with prospects and customers on a daily basis using the telephone. Alcumus Cognibox operates a call center and this department experiences a higher turnover rate than the average of the other departments. Not surprisingly, Alcumus Cognibox' accelerated growth and the current labor shortage only make this problem bigger.

In a challenging call center environment and labor shortage, how do you handle all the lead requests? How do you standardize processes? How do you reduce dependency on employees? How do you enrich their work?

Despite the challenges of retaining call center employees and labor shortages, Alcumus Cognibox has been able to pull through. Indeed, HubSpot allowed them to automate a host of necessary and unrewarding clerical tasks for employees.

The results:

1. Enhanced employee roles.
2. Greater capacity to deliver, with no extra effort or resources.
3. Standardization of processes.
4. Improved quality and customer experience.