Client: Hop Skip Media

About Client: Founded by Ameet K, Hop Skip Media is a specialized PPC (Pay-Per-Click) consulting agency based in Edmonton. The agency emphasizes improving digital ad campaign results for businesses struggling with online advertising. Their approach is data-driven, closely monitoring campaign performance to uncover insights for business growth. They value open, consistent, and transparent communication, ensuring clients are well-informed and not handed off to overworked account managers. By focusing solely on PPC, Hop Skip Media aims to optimize clients' marketing budgets, steering clear of the generalized marketing solutions that often fall short of expectations

Challenges:

1. Manual Lead Nurturing Process

   Initially, Hop Skip Media was manually managing leads from Facebook campaigns. The manual entry of leads into their CRM, Email, and SMS nurturing flows was time-consuming and prone to errors, causing some leads to be neglected.

2. Inefficient Tracking of Leads

   Despite the influx of leads, the lack of a comprehensive platform for tracking leads through various sales stages led to potential clients being overlooked due to inefficient tracking structures in their sales process.

3. Aims to Decrease Churn Rates

   Though Hop Skip Media had a churn rate below the industry standard of 5-7%, there was a desire to further reduce this rate. One of the most beautiful things about owning an agency is the long-term relationships you build with clients - but this is also one of the hardest things to attain - especially at scale.

Solutions:

1. Completely Automated Lead Nurturing Process

   The first thing we did was completely automate their lead nurturing process. We set up a series of automations and triggers that automatically added leads to their relevant flows, updated the CRM, and notified their sales team when necessary. This automation ensured timely follow-ups, proposal creations, and significantly reduced the delay in the sales process, allowing for a more efficient lead management system.

2. Custom CRM build-out

   Something that we build out for all clients is a completely customised CRM within Notion which facilitates a clear visualization of all their different leads within their relevant sale stages and their existing clients and their relevant information. The transition to the new CRM streamlined operations and saved significant time during sales interactions.

3. Employment of Retention Automations.

   Now Hop Skip Media churn rate was not bad at all, especially for the amount of client they were dealing with. We deployed retention automations over two weeks to gather client feedback and celebrate client anniversaries. These measures are aimed at enhancing client relationships and reducing churn rates further.

Results:

• The automation of the Lead Nurturing Process saved multiple hours weekly, eradicated human errors in data input, and expedited the lead management process avoiding any delays.
• The transition to the custom-built Notion CRM streamlined sales interactions, reducing the time spent on lead information retrieval and enhancing the sales process.
• While the full impact of retention automations will be observed over a longer period, a preliminary 20% reduction in churn rate has been noted, with expectations of further improvements in the coming months.

Testimonial: